Computer based guest monitoring and identification system and method

• US 20080284562A1
• Filed: 12/31/2007
• Published: 11/20/2008
• Est. Priority Date: 05/16/2007
• Status: Active Grant

• Current Assignee: OpenTable, Inc. (Booking Holdings, Inc., fka Priceline Group Inc.)
• Original Assignee: Guestbridge Incorporated (Booking Holdings, Inc., fka Priceline Group Inc.)
• Inventors: Arthurs, David J., Swafford, Robert M. III
• Granted Patent: US 8,830,030 B2
• Time in Patent Office: Days
• US Class Current: 340/5.8
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 50/12 Hotels or restaurants

Abstract

A guest monitoring and identification system is shown. The system comprises an RFID carried by a guest and includes therein programmed predetermined data identifying a guest. An activating transmitter transmits a monitoring signal over a designated area to be traversed by a guest having the RFID. A receiver receives from the RFID a transmitted data signal containing the programmed predetermined data identifying the guest. A guest identification and service information processor receives the transmitted data signal. The processor interprets the programmed predetermined data identifying a guest and generates data/information signals providing the name and service profile for an identified guest. A communication device communicates to service staff the name and service profile for an identified guest.

Claims

1. A computer based guest monitoring and identification system comprising

an identification device adapted to be carried by a guest and including therein programmed predetermined data identifying the guest, said identification device being responsive to an activating signal to generate and transmit a data signal containing the programmed predetermined data identifying the guest;

an activating transmitter for transmitting a monitoring signal in a predetermined pattern over an designated area to be traversed by the guest having an identification device;

a receiver for receiving from said identification device a transmitted data signal containing the programmed predetermined data identifying the guest;

a guest identification and service information processor for receiving from said receiver said transmitted data signal containing the programmed predetermined data identifying the guest, said processor including a computer for interpreting the programmed predetermined data identifying a guest and generating data/information signals providing the name and service profile for an identified guest; and

a service staff display device operatively connected to said guest identification and service information processor for receiving therefrom said data/information signals and for communicating to service staff serving a guest the name and service profile for an identified guest.

2. The computer based guest monitoring and identification system of claim 1 wherein the computer for interpreting the programmed predetermined data identifying a guest and generating data/information signals provides the name and service profile for an identified guest and an assigned priority rating.

3. The computer based guest monitoring and identification system of claim 1 further comprising

a look-up storage table operatively connected to the processor to provide specific criteria for defining the service profile for an identified guest.

4. The computer based guest monitoring and identification system of claim 1 further comprising

a look-up storage table operatively connected to the processor to provide specific criteria for defining the service profile for an identified guest including an assigned priority code, historical spending patterns, personal preferences in food and beverages and seating assignment.

5. The computer based guest monitoring and identification system of claim 4 wherein the look-up storage table specific criteria includes credit card information.

6. The computer based guest monitoring and identification system of claim 1 further comprising

a data entry device operatively coupled to the processor to enable service staff to update data and information in the look-up storage table.

7. The computer based guest monitoring and identification system of claim 1 wherein the processor is responsive to a transmitted data signal containing the programmed predetermined data identifying a guest to determine if the guest has a stored service profile and if so, to process the transmitted signal.

8. The computer based guest monitoring and identification system of claim 1 wherein the processor is responsive to a transmitted data signal from some type of RFID tag that does not contain the specific programmed predetermined data as required the computer based guest monitoring and identification system by generating an information signal and so advising service staff so that an appropriate identification device or RFID tag can be provided to a guest which is programmed with appropriate programmed predetermined data identifying the guest.

9. The computer based guest monitoring and identification system of claim 1 wherein the processor includes a guest database of all guests present at a facility and wherein the processor is responsive to a transmitted data signal containing the programmed predetermined data identifying a guest to generate from the guest database a listing of guests concurrently present at a facility at the same time as the identified guest and which are preprogrammed into the service profile of an identified guest to enable service staff to communicate such information to an identified guest.

10. A system comprising

an identification device including therein programmed predetermined data identifying a guest, said identification device being responsive to an activating signal to generate and transmit a data signal containing the programmed predetermined data identifying the guest;

at least one activating signal transmitter for transmitting a monitoring signal over an designated area to be traversed by a user having an identification device;

at least one receiver for receiving from said identification device a transmitted data signal containing the programmed predetermined data identifying the user;

a guest identification and service information processor for receiving from said receiver said transmitted data signal containing the programmed predetermined data identifying a guest, said processor including a computer for processing the programmed predetermined data identifying a user and generating data/information signals providing the name and service profile information for an identified guest based on the guest'"'"'s spending history; and

a communication device operatively connected to said processor for receiving therefrom said data/information signals and for communicating to staff serving the name and service profile for an identified guest.

11. The system of claim 10 wherein the guest identification and service information processor for interpreting the programmed predetermined data identifying a guest and generating data/information signals provides the name and service profile for an identified guest and an assigned priority rating based on guest history in the service profile.

12. The system of claim 10 wherein the guest identification and service information processor further comprises

a look-up storage table operatively connected to the processor to provide specific criteria for defining the service profile for an identified guest.

13. The system of claim 10 wherein the guest identification and service information processor further comprises

a look-up storage table operatively connected to the processor to provide specific criteria for defining the service profile for an identified guest including an assigned priority code, historical spending patterns, personal preferences in food and beverages and seating assignment.

14. The system of claim 13 wherein the look-up storage table specific criteria includes credit card information.

15. The system of claim 10 wherein the guest identification and service information processor further comprises

a data entry device operatively coupled to the processor to enable service staff to update data and information in the look-up storage table.

16. The system of claim 10 wherein the guest identification and service information processor is responsive to a transmitted data signal containing the programmed predetermined data identifying a guest to determine data if a guest has a stored service profile and if so, to process the transmitted signal.

17. The system of claim 10 wherein the processor is responsive to a transmitted data signal from some type of RFID tag that does not contain the specific programmed predetermined data as required the computer based guest monitoring and identification system by generating an information signal so advising service staff so that an appropriate identification device or RFID tag can be provided to a guest which is programmed with appropriate programmed predetermined data identifying the guest.

18. The system of claim 10 wherein the guest identification and service information processor includes a guest database of all guests present at a facility at the same time as the identified guest and wherein the processor is responsive to a transmitted data signal containing the programmed predetermined data identifying a guest to generate from the guest database a listing of guests concurrently present at a facility with the identified guest which are preprogrammed into the service profile of an identified guest to enable service staff to communicate such information to an identified guest.

19. A method for monitoring and identify a guest comprising the steps of:

preparing an identification device adapted to be carried by a guest and including therein programmed predetermined data identifying a guest, said identification device being responsive to an activating signal to generate and transmit a data signal containing the programmed predetermined data identifying a guest;

transmitting an activating signal from a transmitter in a predetermined pattern and over an designated area to be traversed by a guest having an identification device;

receiving with a receiver from said identification device a transmitted data signal containing the programmed predetermined data identifying the guest;

processing with a guest identification and service information processor said transmitted data signal received from said receiver containing the programmed predetermined data identifying a guest, said processor including a computer for interpreting the programmed predetermined data identifying a guest and generating data/information signals providing the name and service profile for an identified guest including an assigned priority rating based on guest history; and

communicating to a service staff via a communication device operatively connected to said processor guest identification and service information received from said processor the name and service profile for an identified guest including an assigned priority rating to insure that the service staff provides the appropriate service to an identified guest.

20. The method of claim 19 wherein the step of processing includes the computer interpreting the programmed predetermined data identifying a guest and generating data/information signals that provide the name and service profile for an identified guest and an assigned priority rating based on guest history in the service profile.

21. The method of claim 19 wherein the step of processing includes the computer further comprising

a look-up storage table operatively connected to the processor to provide specific criteria for defining the service profile for an identified guest.

22. The method of claim 19 wherein the step of processing includes the computer further comprising

a look-up storage table operatively connected to the processor to provide specific criteria for defining the service profile for an identified guest including an assigned priority code, historical spending patterns, personal preferences in food and beverages and seating assignment.

23. The method of claim 22 wherein the step of processing includes the computer having a look-up storage table for providing credit card information.

24. The method of claim 19 wherein the step of processing includes the computer further comprising

a data entry device operatively coupled to the processor to enable service staff to update data and information in the look-up storage table.

25. The method of claim 19 wherein the step of processing includes the computer being responsive to a transmitted data signal containing the programmed predetermined data identifying a guest to determine data if a guest has a stored service profile and if so, to process the transmitted signal.

26. The method of claim 19 wherein the step of processing includes the computer being responsive to a transmitted data signal from some type of RFID tag that does not contain the specific programmed predetermined data as required the computer based guest monitoring and identification processor by generating an information signal so advising service staff so that an appropriate identification device or RFID tag can be provided to a guest which is programmed with appropriate programmed predetermined data identifying the guest.

27. The method of claim 19 wherein the step of processing includes the computer includes a guest database for all guests present at a facility at the same time as the identified guest and wherein the processor is responsive to a transmitted data signal containing the programmed predetermined data identifying a guest to generate from the guest database a listing of guests concurrently present at a facility with the identified guest which are preprogrammed into the service profile of an identified guest to enable service staff to communicate such information to an identified guest.

28. A guest monitoring and identification system comprising

a radio frequency identification device adapted to be carried by a guest and including therein programmed predetermined data identifying a guest, said radio frequency identification device being responsive to an activating signal to generate and transmit a data signal containing the programmed predetermined data identifying the guest;

an activating signal transmitter for transmitting a monitoring signal in a predetermined pattern over an designated area to be traversed by a guest having radio frequency identification tag;

a receiver for receiving from said radio frequency identification tag a transmitted data signal containing the programmed predetermined data identifying the guest;

a guest identification and service information processor for receiving from said receiver said transmitted data signal containing the programmed predetermined data identifying a guest, said processor interpreting the programmed predetermined data identifying a guest and generating data/information signals providing the name and service profile for an identified guest; and

a service staff display device operatively connected to said processor guest identification and service information processor for receiving therefrom said data/information signals and for communicating to service staff serving a guest the name and service profile for an identified guest to insure that the service staff provides the appropriate service to a identified guest.

29. The guest monitoring and identification system of claim 28 wherein the processor for interpreting the programmed predetermined data identifying a guest and generating data/information signals provides the name and service profile for an identified guest and an assigned priority rating based on guest history in the service profile.

30. The guest monitoring and identification system of claim 28 wherein the processor further comprises

a look-up storage table operatively connected to the processor to provide specific criteria for defining the service profile for an identified guest.

31. The guest monitoring and identification system of claim 28 wherein the further comprises

a look-up storage table operatively connected to the processor to provide specific criteria for defining the service profile for an identified guest including an assigned priority code, historical spending patterns, personal preferences in food and beverages and seating assignment.

32. The guest monitoring and identification system of claim 31 wherein the look-up storage table specific criteria includes credit card information.

33. The guest monitoring and identification system of claim 28 wherein the processor further comprises

a data entry device operatively coupled to the processor to enable service staff to update data and information in the look-up storage table.

34. The guest monitoring and identification system of claim 28 wherein the processor includes a guest database for all guests present at a facility at the same time as the identified guest and wherein the processor is responsive to a transmitted data signal containing the programmed predetermined data identifying a guest to generate from the guest database a listing of guests present concurrently at a facility with the identified guest which are preprogrammed into the service profile of an identified guest to enable service staff to communicate such information to the identified guest.

35. A method for identifying a guest comprising

transmitting a data signal containing programmed predetermined data identifying a guest and determining if the guest is found in a database;

upon determining that a guest is found in the database, alerting the service staff of name and service profile of the guest by a communication device or service staff display device;

determining from a database if the guest is in the reservation book for the current shift;

denoting, if the guest has a reservation, that the guest has arrived; and

alerting the service staff of the same and displaying the name and the service profile of the guest on the screen of the service staff display device.

36. The method of claim 35 wherein the step of determining from a database determines that the guest does not have a reservation, then further comprising the step of:

determining if the guest is in the waitlist and if so, alerting the service staff of the same and displaying the name and the service profile of the guest on the screen of the service staff display device.

37. The method of claim 35 wherein the step of determining from a database determines that the guest does not have a reservation, then further comprising the step of:

adding the guest to the waitlist;

alerting the service staff of the same; and

displaying the name and the service profile of the guest on the screen of the service staff display device.

38. The method of claim 35 wherein the step of transmitting a data signal containing programmed predetermined data determines if the guest is found in a local database or central data base.

39. The method of claim 35 further comprising the step of

receiving from an RF transmitter a programmed predetermined data identifying a guest from an RFID tag;

and

transmitting a data signal containing programmed predetermined data determines if the guest is found in a local database or central database.

40. The method of claim 39 wherein the step of determining from a database determines that the guest does not have a reservation, then further comprising the step of:

ignoring the signal.

41. The method of claim 39 wherein the step of determining from a database determines that the guest does not have a reservation, then further comprising the step of:

alerting the service staff as to the need for preparing an RFID tag for the guest which includes assigning a programmed predetermined data identifying a guest.

42. The method of claim 39 wherein the step of determining from a database determines that the guest does have a reservation and upon alerting the service staff of the same, then further comprising the step of:

determining if the guest is a VIP guest and determining that the manager should be advised; and

alerting the manager as to the name and service profile of the VIP guest.

43. The method of claim 35 wherein the step of transmitting includes at least two RF transmitters/activators covering two or more designated area and further comprising the steps of:

transmitting with two or more activating signal transmitters a monitoring signal over two or more designated areas to be traversed by a user;

determining the location where the guest is expected to first appear; and

alerting the service staff as to the location where the quest is expected to first appear.