Computer based guest monitoring and identification system and method

• US 8,830,030 B2
• Filed: 12/31/2007
• Issued: 09/09/2014
• Est. Priority Date: 05/16/2007
• Status: Active Grant

• Current Assignee: OpenTable, Inc. (Booking Holdings, Inc., fka Priceline Group Inc.)
• Original Assignee: OpenTable, Inc. (Booking Holdings, Inc., fka Priceline Group Inc.)
• Inventors: Arthurs, David J., Swafford, Robert M. III
• Primary Examiner(s): Mehmood, Jennifer
• Assistant Examiner(s): Jiang, Yong Hang
• Application Number:
  US12/006,376
• Publication Number:
  US 20080284562A1
• Time in Patent Office: 2,444 Days
• Field of Search: 340/5.1, 340/5.2, 340/5.6, 340/5.8, 340/5.7, 340/5.74, 340/4.6
• 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 at a restaurant comprising:

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

at least two activating transmitters for transmitting the activating signal in a predetermined pattern over at least two different designated areas to be traversed by the guest having the identification device, wherein the at least two different designated areas comprise two different entrances to the restaurant, wherein the two activating transmitters allow detection of the guest as the guest approaches the restaurant;

at least two receivers for receiving from the identification device the programmed predetermined data identifying the guest, wherein the at least two receivers are associated with the at least two activating transmitters that correspond to the at least two different designated areas;

a first database including a first portion of data pertaining to all guests present at the restaurant;

a second database including a second portion of data pertaining to all guests present at the restaurant, the second database being separate from the first database;

a processor configured to;

receive from one of the at least two receivers the programmed predetermined data identifying the guest that corresponds to one of the two different designated areas;

look up the programmed predetermined data identifying the guest in the first database;

in the event that the programmed predetermined data identifying the guest is not found in the first database;

look up the programmed predetermined data identifying the guest in the second database;

in the event that the programmed predetermined data identifying the guest is not found in the first database or the second database;

output a message advising service staff, wherein the message comprises a message to provide an appropriate identification device to the guest with required programmed predetermined data identifying the guest;

in the event that the programmed predetermined data identifying the guest is found in the first database or the second database;

retrieving a name and a service profile of the guest by determining the name and service profile corresponding to the programmed predetermined data identifying the guest;

determine whether the guest has an existing reservation for the current shift;

in the event the guest has an existing reservation for the current shift, denote on the existing reservation that the guest has arrived;

provide a location where the guest is expected arrive, the name and the service profile of the guest to be displayed, wherein the location where the guest is expected to arrive corresponds to one of the two different designated areas that the programmed predetermined data identifying the guest corresponds to; and

a service staff display operatively connected to the processor, that enables displaying to service staff the message, the name and the service profile of the guest, and a location where the guest is expected to arrive enabling the service staff to knowledgeably and properly greet the guest.

2. The system of claim 1, wherein the service profile comprises an assigned priority rating.

3. The system of claim 1, wherein the service profile comprises a spending history for the guest.

4. The system of claim 1, wherein the service profile comprises preferences in food and beverages.

5. The system of claim 1, wherein the service profile comprises credit card information.

6. The 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 system of claim 1, wherein the processor is configured to determine whether the guest has a stored service profile.

8. The system of claim 1, wherein the processor is further configured to generate a list of associated guests present at a facility at the same time as the guest and which are preprogrammed into the service profile of the guest to enable service staff to communicate the list of associated guests to the guest.

9. The system of claim 1, wherein the service profile comprises an assigned priority rating based on guest history.

10. The system of claim 1, wherein the service profile comprises preferences in seating assignment.

11. The system of claim 1, wherein the processor is further configured to, in the event the guest does not have an existing reservation, determine whether the guest is on a waitlist;

and in the event the guest is not on the waitlist, add the guest to the waitlist and provide a waitlist message indicating that the guest was added to the waitlist.

12. The system of claim 1, wherein the processor is further configured to determine whether the guest is a VIP guest;

determine whether a manager should be advised; and

in the event the manager should be advised, alert the manager.

13. The system of claim 1, wherein the identification device adapted to be carried by the guest comprises a passive RFID tag.

14. The system of claim 1, wherein the identification device adapted to be carried by the guest comprises an active RFID tag.

28. The system of claim 1, wherein the processor is further configured to determine whether the guest is a VIP guest based on the service profile.

15. A method for monitoring and identify a guest at a restaurant comprising:

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

transmitting an activating signal from at least two activating transmitters in a predetermined pattern over at least two different designated areas to be traversed by a guest having the identification device, wherein the at least two different designated areas comprise two different entrances to the restaurant, wherein the two activating transmitters allow detection of the guest as the guest approaches the restaurant;

receiving with at least two receivers from the identification device the programmed predetermined data identifying the guest, wherein the at least two receivers are associated with the at least two activating transmitters that correspond to the at least two different designated areas;

looking up the programmed predetermined data identifying the guest in a first database, the first database including a first portion of data pertaining to all guests present at the restaurant;

in the event that the programmed predetermined data identifying the guest is not found in the first database;

looking up the programmed predetermined data identifying the guest in a second database, the second database including a second portion of data pertaining to all guests present at the restaurant and being separate from the first database;

in the event that the programmed predetermined data identifying the guest is not found in the second database;

outputting a message advising service staff, wherein the message comprises a message to provide an appropriate identification device to the guest with required programmed predetermined data identifying the guest;

in the event that the programmed predetermined data identifying the guest is found in the first database or the second database;

receiving, using a processor, from one of the at least two receivers the programmed predetermined data identifying a guest that corresponds to one of the two different designated areas;

retrieving a name and a service profile of the identified guest by determining the name and service profile corresponding to the received programmed predetermined data identifying the guest;

determining whether if the identified guest has an existing reservation for the current shift;

in the event the identified guest has an existing reservation for the current shift, denoting on the existing reservation that the guest has arrived;

providing a location where the guest is expected arrive, the name and the service profile of the identified guest to be displayed, wherein the location where the guest is expected to arrive corresponds to one of the two different designated areas that the programmed predetermined data identifying the guest corresponds to;

displaying on a service staff display device operatively connected to the processor enabling the service staff to knowledgeably and properly greet the guest.

16. The method of claim 15, wherein the service profile-comprises an assigned priority rating.

17. The method of claim 15, wherein the service profile comprises a spending history for the guest.

18. The method of claim 15, wherein the service profile comprises personal preferences in food and beverages.

19. The method of claim 15, wherein the service profile comprises credit card information.

20. The method of claim 15, further comprising updating guest data and service profile information using a data entry device operatively coupled to the processor.

21. The method of claim 15, further comprising determining if the guest has a stored service profile.

22. The method of claim 15, further comprising generating a list of associated guests present at a facility at the same time as the guest and which are preprogrammed into the service profile of the guest to enable service staff to communicate the list of associated guests to the guest.

23. The method of claim 15, wherein the service profile comprises and an assigned priority rating based on guest.

24. The method of claim 15, wherein the service profile comprises preferences in seating assignment.

25. The method of claim 15, further comprising:

in the event the guest does not have an existing reservation, determining whether the guest is on a waitlist; and

in the event the guest is not on the waitlist, adding the guest to the waitlist and providing a waitlist message indicating that the guest was added to the waitlist.

26. The method of claim 15, further comprising determining whether the guest is a VIP guest;

determining whether a manager should be advised; and

in the event the manager should be advised, alerting the manager.

27. The method of claim 15, wherein the identification device adapted to be carried by the guest comprises a passive RFID tag.