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

[0009]The present invention generally relates to a computer aided communication system for use in restaurants and other business environments, such as nightclubs or other areas where communication between customers and business staff is critical for compiling real time data and for tailoring advertisements to customers and time of day for improving customer service. The present invention in use in a restaurant, for example, includes a central server unit or main data collecting and transmitting unit generally includes a conventional PC or processing unit with a display, memory, including a backup memory, and a keyboard or similar data input mechanism. The central server unit typically is positioned in the manager's office or can be placed on the floor of the restaurant, at the front of the restaurant or at the hostess stand. Additional terminals that are constantly updated can be positioned throughout the restaurant to enable the hostess or manager to constantly monitor wait times, service calls or other information, as needed. The central server unit will store information that is gathered in the restaurant and use this information to make complex decisions and aid the restaurant staff in making well-informed decisions.

[0010]A series of table units can be mounted on customer tables, and typically at the bar of the restaurant. Each table unit includes a power supply, short-range wireless communication capability and a display capable of displaying customer service choices, advertisements and feedback request information. This feature will provide additional sales for the restaurant and can be used to generate revenue by selling advertisement space on the table unit to other businesses, For example, advertisement space can be sold to other local businesses who would use that space to invite customers to visit their business after dinner. The table unit will also be in constant communication with the central server unit and the advertisements can be timed to coincide with the meals level of completion. The table unit further can include a credit card reader that facilitates the customer in paying their bill without the aid of the restaurant staff.

[0012]Typically, when a request is sent from a table unit, it is received by the central server, which processes the request and sends it out to the appropriate waiter responsible for that table or series of tables, or to a manager if requested, according to the table unit identification code. The waiter then receives a page telling him, for example, Table 1 needs a refill of drinks. Additional communications / requests are organized in a queue, from first to last, and if necessary can be marked as urgent. The waiter can scroll through multiple pages and take care of the most urgent requests as expeditiously as possible. As each request is completed, the waiter can delete the page, sending a corresponding signal back to the central server to indicate that the server's condition has been processed. The central server generally can monitor the time between the pages being sent and the request being completed by the waiter(s) and, after a certain time, advise a manager of a delay in completing the service request.

[0013]In the further operation of the invention, the hostess unit will serve several functions, including providing accurate seating availability and wait times for customers arriving at the restaurant based on statistical data such as the level of meal completion at tables, amount of staff and workloads, the type of food being cooked, time of day and other information that affects table turnover. The hostess unit also can be used to check new customers into the system, by having the Hostess enter data about the customer such as number of customers, gender of customers, and approximate age to form a statistical database. This database will be used to form statistical profiles for advertisements and to aid management in understanding the restaurant's customer base. Depending on the type of group the customer falls in, advertisements shown on the table unit can be tailored accordingly to the profile for such customers. The effectiveness of the advertisements thereafter can be tracked or measured by reviewing the central computer records what was advertised and what was purchased. This information can be used to refine the advertisements and build a valuable statistical database. Such advertisements typically will also be interactive, to enable customers to access more information about the products / services offered as desired.

[0014]The effectiveness of the system is increased with the integration of the component units to be in communication with the central server, which makes it possible for the different units to share information and for the central server to use data to make intelligent decisions and aid in the restaurant's staffs decisions. It is also possible to have stand-alone units (i.e., table unit) designed to communicate only with a further designated unit such as a waiter unit. Such stand-alone units can be used where a more limited system is desired by the restaurant.

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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