Computer integrated communication system for restaurants

Abstract

A computer integrated communication system for restaurants that includes a central server and a series of table units and staff units. The table and staff units each include a display and wireless communication device that enables customer request information and other communications to be sent from the table unit to the staff units either directly or by first being passed through the central server unit. The central server further can monitor the communications and direct the request to another staff member or management for action in the event of delays or other problems with the customer's request.

Description

CROSS REFERENCE TO RELATED APPLICATIONS[0001]This application claims priority to U.S. provisional application Serial No. 60 / 141446, filed Jun. 9, 1999.FIELD OF INVENTION[0002]The present invention generally relates to communication systems and more specifically to a computer integrated communication system for restaurants to enable enhanced communication between customers and the restaurant wait-staff and management.BACKGROUND OF INVENTION[0003]Customer service is a particular concern in the restaurant industry where competition for customers is tight. Poor service or repeated problems can lead to an unpleasant dining experience, resulting in the loss of business and the development of a poor reputation for the restaurant. One of the primary causes of many service problems is the inability of patrons to quickly and easily communicate with their waiter / waitress or manager, especially when the restaurant is busy, or, when due to lack of staffing or other problems, a waiter or waitress...

AI Technical Summary

Benefits of technology

"The present invention is a computer-aided communication system for restaurants and other businesses that allows for real-time data collection and tailoring advertisements to customers. The system includes a central server unit and a series of table units with display and short-range wireless communication capabilities. The server unit can store and use information from the table units to make informed decisions and improve customer service. The table units can also display advertisements and collect feedback for advertisement space sales. The system also includes staff communication units with short-range wireless communication capabilities for recording customer orders and providing accurate seating availability. The hostess unit can also track customer profiles and advertisements for analysis and refinement. The integration of the different units allows for sharing information and making intelligent decisions. Stand-alone units can also be used for more limited systems."

Problems solved by technology

Poor service or repeated problems can lead to an unpleasant dining experience, resulting in the loss of business and the development of a poor reputation for the restaurant.

One of the primary causes of many service problems is the inability of patrons to quickly and easily communicate with their waiter / waitress or manager, especially when the restaurant is busy, or, when due to lack of staffing or other problems, a waiter or waitress has responsibility for tables in different areas of the restaurant, possibly on opposite ends of the restaurant.

As a result, waiters and waitresses can get too busy to monitor each of their tables on a regular basis.

In addition, difficult or demanding customers who monopolize a large portion of the waiter or waitress' time further compound this problem.

As a consequence, patrons will be frustrated with their inability to contact and communicate with their waiter or waitress for even simple requests such as drink refills.

Such frustrations lead to dissatisfaction on the part of the customer, which at times requires the intervention of the manager to try to salvage the situation and placate the dissatisfied customers such as by offering free food or “comping” all or part of the customers meal.

Most restaurants further inherently operate inefficiently as a result of the necessity for the wait-staff having to spend much of their time gathering and distributing information.

But even in these cases there are many inefficiencies.

Such a method of order taking is still inefficient and results in occasional order errors.

Furthermore, the cooking staff has no effective way to inform the waiter that an order has been prepared and is ready to serve.

These delays extend the time that customers spend at the restaurant and prevent the restaurant from using the table to serve new customers.

Restaurants additionally lack accurate operational data to guide management for making decisions.

Presently, the industry does not appear to have an integrated system to collect data concerning customer satisfaction, inventory levels, available seating wait times, employee performance and general information concerning the operation of the restaurant.

Both of these methods have problems.

Restaurants thus, generally lack a good way of measuring employee performance, particularly in restaurants staffed by young people with little work experience, leaving some employees to pull more than their share of the workload, while others are under performing.

If an employee is providing poor service or has a bad attitude, it may go unnoticed by management.

This can cost restaurants a loss of customers who may choose to never visit the restaurant again rather than report the problem to a manager.

Similarly, the inability to accurately determine how fast tables are being turned, poses a problem for restaurants.

Quite often, all the available seats in a restaurant will be occupied and customers put on a waiting list, with the hostess or manager being left to guess as to the wait times. If wait times are overestimated, the restaurant may lose business from customers perceiving the wait to be too long and leaving.

If the time is underestimated the customer becomes frustrated by waiting longer than the estimated time.

Most advertisements that are used presently, generally are somewhat generic in nature and tend to be less effective than advertisements that designed to fit the customer.

For example, restaurants typically use point-of-sale signs or cards provided by the vendor to advertise beer or other alcoholic beverages, which ads typically have little, or possibly a negative effect, on customers with children who are visiting at breakfast or lunch.

Furthermore, most advertisements are not timed to correspond with the purchasing choices being made, but instead are static and cannot be easily changed to fit the customer(s).

This advertisement becomes useless after the customer has placed their food order, whereupon the restaurant needs to promote the sale of deserts or drinks.

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