Service providing method and service providing system

Abstract

To provide a proxy service of check-in work including personal identification to a plurality of lodging facilities.SOLUTION: A facility installation terminal 20 is installed in each accommodation facility 11. At the time of check-in, the guest makes the camera of the facility installed terminal 20 image the identification card. A facility installation terminal 20 transmits a facility name which is a name of an accommodation facility, an image of a guest, an image of an identification card, a name of the guest, and the like to a management terminal 30 through the Internet 14 and a server 40. The concierge who is the operator of the management terminal 30 accesses the reservation use management system on the website using the facility name and acquires the reservation information of the guest. The concierge performs identity verification from the image of the guest and the image of the identification card, and accepts check-in when the name or the like of the guest matches the reservation information.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a service providing method for providing a proxy service for check-in operations to accommodation facilities, and a service providing system used in the service providing method. [Background technology]

[0002] Guests (guests) check in at accommodation facilities. At check-in, accommodation staff verify the guest's identity. If the guest is a non-Japanese citizen (a so-called foreigner), the law requires that the guest's identity be verified by presenting a passport or other identification document with a photograph of the guest.

[0003] Patent Document 1 discloses a system in which the check-in work of an accommodation facility is performed by an employee of a store of another type, such as a convenience store, located near the accommodation facility. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Patent No. 6644519 Summary of the Invention [Problem to be solved by the invention]

[0005] Previously, identity verification at check-in had to be carried out at the accommodation facility, so in order to be able to accept check-ins at night, it was necessary for an employee to be present at the accommodation facility at all times. However, due to legal reform (deregulation), it is now possible to remotely verify the identity of guests visiting an accommodation facility.

[0006] The inventors of the present application came up with the idea of ​​a business model in which remote identity verification becomes possible and check-in procedures and other tasks are handled on behalf of multiple accommodation facilities all at once.

[0007] The present invention has been made against this background, and its purpose is to provide a service provision method that provides a proxy service for check-in operations, including identity verification, to multiple accommodation facilities, and a service provision system to be used in the service provision method. [Means for solving the problem]

[0008] (1) The service provision method of the present invention uses a service provision system including a plurality of facility terminals, a management terminal, and a server, each connected to the Internet. The facility terminal has a first controller, a first display, a first microphone, a first speaker, a first camera, a first input interface, and a first communication interface, and is installed at an accommodation facility. The management terminal has a second controller, a second display, a second microphone, a second speaker, a second camera, a second input interface, and a second communication interface, and is installed at a management center. The server is capable of performing a constant connection process that connects the facility terminal and the management terminal so that data including image data and audio data can be communicated between them. The facility terminal is capable of performing a facility identification information transmission process that transmits a check-in request and facility identification information including a facility name or a facility terminal ID to the management terminal via the Internet and the server, and a confirmation information transmission process that transmits identification information including identification image data generated by the first camera by capturing an image of the guest and their identification card and the entered name to the management terminal via the Internet and the server. The management terminal is capable of executing a confirmation information display process for displaying the personal identification information on the second display, and a check-in process for registering check-in details including a check-in date.The service providing method of the present invention comprises a first step for displaying specific reservation information corresponding to the facility name and the name from among the reservation information published on a website on the second display, a second step for performing personal identification based on the specific reservation information and the personal identification information displayed on the second display, and a third step for the management terminal to execute the check-in process.

[0009] A guest visits an accommodation facility and operates a facility terminal installed at the accommodation facility. The facility terminal transmits facility-specific information to the management terminal via the Internet and a server. The server constantly connects the facility terminal and the management terminal so that the guest and the operator (concierge) can communicate directly. Following instructions from the concierge, the guest has the first camera of the facility terminal capture an image of themselves and their identification card. Identity verification image data, which is image data of images of the guest and their identification card, and identity verification information, including the guest's name, are transmitted to the management terminal. The concierge obtains specific reservation information, which is reservation information for the accommodation facility indicated by the facility name and is made under the same name as the guest, from reservation information published on a website (first step). The concierge also performs identity verification by comparing the guest's image with the photo image attached to the identification card (second step). The concierge determines whether or not to accept the guest based on information such as the guest's name, nationality, and address obtained through the management terminal, server, and facility terminal, as well as the specific reservation information obtained from the website, and then causes the management terminal to execute check-in processing (step 3). Because the facility terminal transmits the facility-specific information and the guest's name to the management terminal in this way, the concierge can identify which guest has visited which accommodation and obtain the guest's reservation information from the website. Furthermore, because the facility terminal transmits images (image data) of the guest and their identification to the management terminal, the concierge can verify the guest's identity at a management center located away from the accommodation. As a result, the service provider, which operates the service provision system, can provide a proxy service for check-in operations, including identity verification, for multiple accommodations.

[0010] (2) The service provision system further includes a cash payment machine having a third camera and a printing device connected to the facility terminal. The facility terminal is capable of executing a check-out request transmission process that transmits a check-out request including the input room identification information or guest identification information including the name and the facility identification information to the management terminal via the Internet and the server. The management terminal is capable of executing a cash payment QR code generation process that generates cash payment QR code image data indicating payment information. The service provision method of the present invention further includes a fourth step of displaying specific use information corresponding to the guest identification information and facility identification information from the use information published on the website on the second display, and a fifth step of generating the cash payment QR code image data based on the specific use information and transmitting it to the facility terminal. The facility terminal executes a printing process that causes the printing device to print a cash payment QR code image indicated by the received cash payment QR code image data. The cash payment machine captures the cash payment QR code image with the third camera, obtains payment information from the cash payment QR code image, and accepts cash payment.

[0011] The concierge, who operates the management terminal, uses the guest identification information and facility identification information to obtain specific use information published on the website, including the payment amount. The concierge then causes the management terminal to generate QR code (registered trademark) image data for cash payment based on the specific use information. The generated QR code image data for cash payment is then sent to the facility terminal. The facility terminal then causes a printer to print the QR code image for cash payment. The guest then causes the third camera of the cash payment machine to capture the QR code image for cash payment. The cash payment machine reads the payment information from the QR code image and accepts cash payment based on the payment information. This makes the payment procedure for the guest easy and reliable. Furthermore, because the facility terminal instructs the cash payment machine to perform the payment procedure using the QR code (registered trademark), it can assist the guest in making payment (checkout) even with a cash payment machine that cannot be remotely controlled by other devices.

[0012] (3) The cash settlement machine may have a third display and an output interface to which the third display and the facility terminal are connected. The facility terminal executes a screen data transfer process to transmit screen data input from the cash settlement machine to the management terminal via the Internet and the server. The management terminal executes a screen sharing process to display the received screen data on the second display.

[0013] The concierge can give instructions to the guest while checking the same screen as the cash payment machine screen that the guest sees.

[0014] (4) The facility terminal can execute an issuance request transmission process that transmits, to the management terminal via the Internet and the server, room identification information or guest identification information including the name, and an information QR code issuance request including the facility identification information. The management terminal can execute an information QR code generation process that generates information QR code image data including a communication address and identification information for connecting to the management terminal via the server, based on the guest identification information included in the information QR code issuance request, and an information QR code transmission process that transmits the information QR code image data to the facility terminal via the Internet and the server. The facility terminal can execute an information QR code display process that displays, on the first display, an information QR code image indicated by the received information QR code image data. The service providing method of the present invention further includes a sixth step of generating the information QR code image data and transmitting the information QR code image data to the facility terminal via the Internet and the server after the check-in process is executed. The server executes a constant connection process that connects the communication terminal that made the connection request including the identification information and the management terminal so that image data and audio data can be communicated between them.

[0015] A guest operates a communication terminal such as a smartphone (registered trademark) to capture an image of a guide QR code (registered trademark) displayed on the first display of the facility terminal. When the guest wishes to receive services such as route guidance or taxi dispatch, the guest operates the communication terminal to access the communication address indicated by the guide QR code image. Upon receiving this operation, the communication terminal sends a connection request including identification information to the server indicated by the communication address. The server maintains a constant connection between the communication terminal of the guest who made the connection request and the management terminal. Therefore, after checking in, the guest can directly talk to the operator (concierge) of the management terminal without going through the facility terminal.

[0016] (5) The management terminal may further include a second memory for storing a translation program. The facility-installed terminal executes a designated language transmission process for transmitting the designated language received through the first input interface to the management terminal via the Internet and the server. The management terminal executes a translation process for converting the speech represented by the input speech data from the designated language to a specific language and converting the speech represented by the output speech data from the specific language to the designated language.

[0017] The designated language is the language designated by the guest on the facility terminal. The specific language is the language designated by the operator (concierge) of the management terminal. The management terminal acquires the designated language from the facility terminal, translates the guest's speech into the specific language, and translates the concierge's speech into the designated language. In other words, the guest's speech and the concierge's speech are automatically translated into the appropriate language. As a result, the concierge does not have to spend time setting the translation language.

[0018] (6) A service providing system of the present invention includes: a plurality of facility-installed terminals installed at accommodation facilities and connected to the Internet, each having a first controller, a first display, a first microphone, a first speaker, a first camera, a first input interface, and a first communication interface; a management terminal installed at a management center and connected to the Internet, each having a second controller, a second display, a second microphone, a second speaker, a second camera, a second input interface, and a second communication interface; and a server connected to the Internet, each having a third controller and a third communication interface. The first controller executes a connection request sending process to send a check-in request and a connection request including facility identification information, such as a facility name or a facility terminal ID, to the server via the Internet. Upon receiving the connection request, the third controller executes a connection request notification sending process to send a connection request notification including the facility identification information to the management terminal via the Internet. The second controller, upon receiving the connection request notification, executes a connection request screen display process for displaying a connection request screen including the facility identification information on the second display, and a connection permission transmission process for transmitting a connection permission to the server via the Internet upon receiving a connection instruction operation through the second input interface. The third controller, upon receiving the connection permission, executes a constant connection process for connecting the facility terminal and the management terminal so that they can communicate with each other. During the constant connection state, the second controller executes an instruction information transmission process for transmitting audio data and image data to the facility terminal via the server. During the constant connection state, the first controller executes an instruction information output process for outputting audio represented by input audio data from the first speaker or displaying an image represented by input image data on the first display, and a confirmation information transmission process for transmitting identification image data generated by the first camera by capturing images of the guest and identification card, and identification information including the input guest name, to the management terminal via the Internet and the server.When always connected, the second controller performs a specific reservation information acquisition process to acquire specific reservation information corresponding to the name and facility specific information from the reservation usage management system via the Internet, and displays the personal identification image, the name, and the specific reservation information indicated by the personal identification image data on the second display. Confirmation information display process and a check-in process for registering check-in details including a check-in date based on the reception of a check-in instruction input via the second input interface.

[0019] The facility terminal transmits facility-specific information and the guest's name to the management terminal via the Internet and a server, allowing the concierge, who operates the management terminal, to obtain specific reservation information, which is the guest's reservation information, from the website's reservation management system using the name of the facility visited by the guest and the guest's name. The facility terminal also transmits images (image data) of the guest and their identification to the management terminal, allowing the concierge to verify the guest's identity at a management center located away from the accommodation facility. As a result, the service providing system can provide a proxy service for check-in operations, including identity verification, for multiple accommodation facilities.

[0020] (7) The service providing system of the present invention may further include a cash payment machine having a third camera and a printing device connected to the facility terminal. The first controller executes a check-out request sending process that sends a check-out request including room identification information or guest identification information including the name input through the first input interface and the facility identification information to the management terminal via the Internet and the server. The second controller executes a specific use information acquisition process that acquires specific use information corresponding to the guest identification information and facility name from the reservation use management system, a cash payment QR code generation process that generates cash payment QR code image data indicating payment information based on the specific use information, and a cash payment QR code transmission process that sends the cash payment QR code image data to the facility terminal via the Internet and the server. The first controller executes a printing process that causes the printing device to print a cash payment QR code image indicated by the received cash payment QR code image data. The cash settlement machine causes the third camera to capture the cash settlement QR code image, and executes a payment information acquisition process to read payment information from the cash settlement QR code image.

[0021] The facility terminal transmits the guest identification information and facility identification information to the management terminal. The management terminal uses the guest identification information and facility identification information to obtain the guest's specific usage information from the website's reservation and usage management system. The management terminal generates cash payment QR code image data based on the specific usage information and transmits the cash payment QR Code (registered trademark) image data to the facility terminal. The facility terminal causes a printer to print the cash payment QR code image. The guest then captures the printed cash payment QR code image with the third camera of the cash payment machine. The cash payment machine reads the payment information from the cash payment QR code image and accepts the cash payment. This makes the guest's payment procedure easy and reliable. Furthermore, because the facility terminal instructs the cash payment machine to perform the payment procedure using the QR code, even cash payment machines that do not have the ability to communicate with other devices can assist the guest in making payment (checkout).

[0022] (8) The cash settlement machine may have a third display and an output interface to which the third display and the facility-installed terminal are connected. The first controller acquires screen data input from the cash settlement machine and executes a screen data transfer process to transmit the acquired screen data to the management terminal via the Internet and the server. The second controller executes a screen sharing process to display the received screen data on the second display.

[0023] The concierge can give instructions to the guest while checking the same screen as the cash payment machine screen that the guest sees.

[0024] (9) The first controller may execute an issuance request transmission process to transmit an information QR code issuance request including room identification information or guest identification information including the name and the facility identification information to the management terminal via the Internet and the server. The second controller executes an information QR code generation process to generate information QR code image data including a communication address and identification information for connecting to the management terminal via the server based on the guest identification information, and an information QR code transmission process to transmit the information QR code image data to the facility terminal via the Internet and the server. The first controller executes an information QR code display process to display an information QR code image indicated by the received information QR code image data on the first display.

[0025] After check-in is complete, an information QR code (registered trademark) image is displayed on the first display of the facility terminal. The guest launches a QR reader app on their own communication terminal and captures an image of the information QR code. The communication terminal acquires the communication address and identification information required for communication with the management terminal from the information QR code. In other words, with the service providing system according to the present invention, after check-in, the guest can communicate directly with the concierge using their own communication terminal, without using the facility terminal.

[0026] (10) The management terminal may further include a second memory for storing a translation program. The first controller executes a designated language transmission process for transmitting a designated language received through the first input interface to the management terminal via the first communication interface and the server. The second controller executes a translation process for converting speech represented by input speech data from the designated language to a specific language and converting speech represented by output speech data from the specific language to the designated language.

[0027] The designated language is the language designated by the guest on the facility terminal. The specific language is the language (native language) designated by the operator (concierge) of the management terminal. The management terminal acquires the designated language from the facility terminal, translates the guest's speech into the specific language, and translates the concierge's speech into the guest's designated language. In other words, the guest's speech and the concierge's speech are automatically translated without the concierge having to specify the translation language. As a result, the burden on the concierge is reduced. [Effects of the Invention]

[0028] The service providing method and service providing system according to the present invention can provide a proxy service for check-in operations, including identity verification, to a plurality of accommodation facilities. [Brief explanation of the drawings]

[0029] [Figure 1]FIG. 1 is a schematic explanatory diagram of a service providing system 10 according to an embodiment. [Figure 2] FIG. 2 is a functional block diagram of the service providing system 10. As shown in FIG. [Figure 3] FIG. 3 is a flowchart showing the process at check-in. [Figure 4] FIG. 4 is a flowchart showing the process when issuing a guide QR code (registered trademark). [Figure 5] FIG. 5 is a flowchart illustrating communication between the guest communication terminal 70 and the management terminal 30 using the guide QR code. [Figure 6] FIG. 6 is a flowchart illustrating communication between facility terminal 20 and management terminal 30 when a guest makes an inquiry to concierge 15. [Figure 7] FIG. 7 is a flowchart showing part of the process at checkout. [Figure 8] FIG. 8 is a flowchart of another part of the process at checkout. [Figure 9] Figure 9(A) is a diagram showing the standby screen displayed on the facility-installed terminal 20, Figure 9(B) is a diagram showing the first connection request screen displayed on the management terminal 30, and Figure 9(C) is a diagram showing the first instruction screen displayed on the facility-installed terminal 20. [Figure 10] Figure 10(A) is a diagram showing a name input screen displayed on the facility-installed terminal 20, Figure 10(B) is a diagram showing a first identity verification screen displayed on the management terminal 30, and Figure 10(C) is a diagram showing a check-in completion screen displayed on the facility-installed terminal 20. [Figure 11] Figure 11(A) is a diagram showing a second connection request screen displayed on the management terminal 30, Figure 11(B) is a diagram showing a guest information display screen displayed on the management terminal 30, and Figure 11(C) is a diagram showing a correspondence table stored in memory 32 of the management terminal 30. [Figure 12]Figure 12(A) is a diagram showing the fifth connection request screen displayed on the management terminal 30, Figure 12(B) is a diagram showing the checkout request screen displayed on the management terminal 30, and Figure 12(C) is a diagram showing the payment screen displayed on the facility-installed terminal 20. [Figure 13] FIG. 13 is a diagram showing the first confirmation screen acquired from the reservation utilization system. [Figure 14] FIG. 14 is a diagram showing the second confirmation screen acquired from the reservation utilization system. [Figure 15] FIG. 15 is a diagram showing the third confirmation screen acquired from the reservation utilization system. DETAILED DESCRIPTION OF THE INVENTION

[0030] A preferred embodiment of the present invention will be described below with reference to the drawings as appropriate. Note that this embodiment is merely one aspect of the service provision method and service provision system according to the present invention, and it goes without saying that the implementation may be changed without departing from the spirit of the present invention. Furthermore, the execution order of each process (each step) shown in each flowchart of Figures 3 to 8 may be changed as appropriate, some may be omitted, other processes may be added, or other equivalent processes may be replaced, without departing from the spirit of the present invention.

[0031] Fig. 1 is a schematic explanatory diagram of a service providing system 10 according to an embodiment of the present invention. Fig. 2 is a functional block diagram of the service providing system 10.

[0032] [Overview of Service Provision System 10]

[0033] The service providing system 10 shown in Fig. 1 is operated by a service provider. The service provider uses the service providing system 10 to provide a proxy service for handling guest (accommodation) duties to operators of accommodation facilities 11, such as hotels, inns, and private lodging facilities. The handling duties include accepting check-in and check-out, providing information about surrounding facilities, arranging taxis, assisting with the sale of amenities, and handling complaints.

[0034] The service provider has established a management center 12 and multiple dispatch bases 13. The management center 12 is a building or a room in a building where a concierge 15 who assists guests is located. The dispatch base 13 is a building or a room in a building where a base standby person 16 who will be dispatched to the accommodation facilities 11 in an emergency or the like is located. One dispatch base 13 is established for multiple accommodation facilities 11. In other words, one dispatch base 13 is responsible for multiple accommodation facilities 11. There may be one management center 12 or multiple management centers 12. In other words, one management center 12 may be responsible for all accommodation facilities 11, or multiple management centers 12 may each be responsible for a predetermined number of accommodation facilities 11.

[0035] Concierge 15 can speak multiple languages ​​and will converse with the guest in the language designated by the guest.

[0036] As shown in FIG. 2, the service providing system 10 includes a plurality of facility-installed terminals 20, a management terminal 30, a server 40, a dispatch communication terminal 50, a cash settlement machine 60, a printing device 80, and a card reading device 81.

[0037] The "terminals" such as the facility-installed terminal 20, the management terminal 30, and the dispatch communication terminal 50 refer to communication devices that do not publish communication addresses such as URLs on the Internet 14 and cannot be directly accessed from other terminals. On the other hand, the server 40 is a device that publishes communication addresses such as URLs on the Internet 14 and can be directly accessed from terminals.

[0038] [Facility terminal 20]

[0039] The facility terminal 20 is a communication terminal such as a personal computer or a tablet (registered trademark) that can connect to the Internet 14. The facility terminal 20 is installed in each accommodation facility 11. Specifically, the facility terminal 20 is installed in the lobby of the accommodation facility 11. One facility terminal 20 may be installed for one accommodation facility 11, or multiple facility terminals 20 may be installed for one accommodation facility 11.

[0040] The facility-installed terminal 20 includes a CPU 21, a memory 22, a display 23, a camera 24, a speaker 25, a microphone 26, an input interface 27, and a communication interface 28. The CPU 21 corresponds to the "first controller" described in the claims. The display 23, the camera 24, the speaker 25, the microphone 26, the input interface 27, and the communication interface 28 correspond to the "first display, first camera, first speaker, first microphone, first input interface, and first communication interface" described in the claims.

[0041] The CPU 21 is a central processing unit. The CPU 21, memory 22, display 23, camera 24, speaker 25, microphone 26, input interface 27, and communication interface 28 are interconnected via a communication bus (not shown).

[0042] The display 23 receives screen data from the CPU 21 and displays a screen indicated by the screen data. The screen is a so-called "window."

[0043] The camera 24 has a plurality of image pickup elements and is a so-called digital camera that generates image data by capturing an image.

[0044] The speaker 25 outputs sound based on the sound data input by the CPU 21. The microphone 26 converts the sound into sound data and outputs it. If the facility-installed terminal 20 has a voice recognition function, the microphone 26 also serves as an input interface.

[0045] The input interface 27 is a touch sensor, a keyboard, a microphone, or the like, which is overlaid on the display 23 .

[0046] The communication interface 28 is connected to the Internet 14 via a gateway device (not shown) such as a router, or an access point (not shown), or a mobile communication network. In other words, the facility terminal 20 is connected to the Internet 14.

[0047] The memory 22 stores an operating system OS 91, a terminal application program 92, communication information, a facility terminal ID, a facility name, and screen data (not shown). Note that in Figure 2, "terminal application program" is abbreviated to "terminal app."

[0048] The communication information is the communication address of the server 40 and the identification information or communication address of the management terminal 30. The communication address of the server 40 is a global IP address or a URL including the global IP address. The facility terminal 20 uses the identification information (or communication address) of the management terminal 30 to send a constant connection request to the server 40. This will be described in detail later.

[0049] The communication information may include the email address of the management terminal 30, and the mobile phone number and email address of the dispatch communication terminal 50. In other words, the facility installation terminal 20 may be able to send emails to the management terminal 30 and the dispatch communication terminal 50, and may be able to make calls with the dispatch communication terminal 50.

[0050] The facility terminal ID is identification information that individually identifies the facility-installed terminal 20. The facility name is the name of the accommodation facility where the facility-installed terminal 20 is installed. Note that if the memory 32 of the management terminal 30 stores a table showing the correspondence between facility terminal IDs and facility names, the memory 22 of the facility-installed terminal 20 does not need to store the facility name.

[0051] The screen data is format data for the screens shown in FIG. 9(A) and FIG. 9(C), etc.

[0052] [Administrative terminal 30]

[0053] The management terminal 30 is a communication terminal such as a personal computer or a tablet (registered trademark) that can be connected to the Internet 14. The management terminal 30 is installed in the management center 12 (see FIG. 1). When multiple management centers 12 are installed, a management terminal 30 is installed in each management center 12. Furthermore, when multiple concierges 15 are assigned to one management center 12, the number of management terminals 30 may correspond to the number of concierges 15 installed in the management center 12. In other words, there may be one or more management terminals 30.

[0054] The management terminal 30 includes a CPU 31, a memory 32, a display 33, a camera 34, a speaker 35, a microphone 36, an input interface 37, and a communication interface 38. The configurations of the CPU 31, the display 33, the camera 34, the speaker 35, the microphone 36, the input interface 37, and the communication interface 38 are the same as the configurations of the CPU 21, the display 23, the camera 24, the speaker 25, the microphone 26, the input interface 27, and the communication interface 28. The CPU 31 corresponds to the "second controller" recited in the claims. The memory 32, the display 33, the camera 34, the speaker 35, the microphone 36, the input interface 37, and the communication interface 38 correspond to the "second memory, second display, second camera, second speaker, second microphone, second input interface, and second communication interface" recited in the claims.

[0055] The memory 32 stores an operating system OS 93, a terminal application program 94, screen format data (not shown), and communication information. Note that a face recognition program 95 and automatic translation software 99 will be described in a modified example.

[0056] The screen format data is the format data for the screens shown in Figures 9(B), 10(B), 11(A), and 11(B). Screen data is generated by inputting the facility name, guest name, etc. into the format data.

[0057] The communication information is the communication address of the server 40. In other words, the management terminal 30 can access the server 40.

[0058] The communication information may include the email addresses or mobile phone numbers of the facility-installed terminal 20 and the dispatching communication terminal 50. In other words, the management terminal 30 may be able to send emails to the facility-installed terminal 20 and the dispatching communication terminal 50, and may also be able to make calls to the facility-installed terminal 20 and the dispatching communication terminal 50.

[0059] [Server 40]

[0060] The server 40 is a web server, a cloud server, or the like. The server 40 may be one server or multiple servers. The server 40 may be a server operated by the service provider, or may be a server not operated by the service provider. The server 40 may be any server that provides the functions required by the service providing system 10. The functions required by the service providing system 10 are functions that connect the facility-installed terminal 20 and the guest communication terminal 70 (described later) to the management terminal 30 so that they can communicate with each other.

[0061] The server 40 includes a CPU 41, a memory 42, and a communication interface 48. The configurations of the CPU 41 and the communication interface 48 are the same as those of the CPU 21 and the communication interface 28. The CPU 41 and the communication interface 48 correspond to the "third controller and third communication interface" recited in the claims.

[0062] The memory 42 stores an OS 96 which is an operating system and a server program 97 .

[0063] The server 40 has a function of connecting a plurality of communication terminals connected to the Internet 14 so that they can communicate with each other. This function is provided, for example, as Microsoft Teams (registered trademark) or Zoom (registered trademark). Although not shown in FIG. 2, an application program for utilizing this function is installed in each of the facility terminal 20 and the management terminal 30. Alternatively, the application program may be terminal application programs 92, 94.

[0064] [Dispatch communication terminal 50]

[0065] The dispatch communication terminal 50 is a personal computer or tablet (registered trademark) installed at the dispatch base 13 (see FIG. 1), or a mobile communication terminal carried by the dispatcher. The mobile communication terminal is, for example, a smartphone (registered trademark) or a tablet (registered trademark).

[0066] The dispatch communication terminal 50 includes a CPU 51, a memory 52, an input interface 57, and a communication interface 58. The configurations of the CPU 51, the input interface 57, and the communication interface 58 are the same as the configurations of the CPU 21, the input interface 27, and the communication interface 28.

[0067] The memory 52 stores communication information. The communication information is the communication address of the server 40 and identification information of the management terminal 30. In other words, the dispatch communication terminal 50 can communicate with the management terminal 30 through the server 40. The dispatcher waiting at the dispatch base receives instructions from the concierge 15 through the management terminal 30 and the dispatch communication terminal 50.

[0068] The communication information may include information such as the facility terminal ID (identification information) of the facility terminal 20. In other words, the dispatching communication terminal 50 may be able to communicate with the facility terminal 20 through the server 40, or may be able to make a call with the facility terminal 20.

[0069] [Cash payment machine 60]

[0070] The cash payment machine 60 is installed in the lobby of the accommodation facility 11 (see FIG. 1). The cash payment machine 60 includes a CPU 61, a memory 62, a display 63, a camera 64, an output interface 68, and an input interface (not shown). The display 63, the camera 64, and the output interface 68 correspond to the "third display, the third camera, and the output interface" described in the claims.

[0071] The configurations of the CPU 61, display 63, and camera 64 are the same as those of the CPU 21, display 23, and camera 24. The display 63 may be a touch panel on which a touch sensor (input interface) is disposed. The input interface may include a keyboard, operation buttons, and a microphone (voice input) in addition to the touch sensor.

[0072] The camera 64 is used to capture an image of a QR code (registered trademark). The memory 62 stores a QR code reading application program (not shown) that reads information from the QR code.

[0073] The output interface 68 is connected to the display 63. The CPU 61 outputs screen data to the display 63 through the output interface 68. The output interface 68 is also connected to the facility terminal 20. The screen data is output to the facility terminal 20 as well as the display 63. The facility terminal 20 transmits the input screen data to the management terminal 30 via the server 40. The display 33 of the management terminal 30 displays the same screen as that displayed on the display 63 of the cash payment machine 60. The concierge 15, who is the operator of the management terminal 30, can give instructions to the guest while checking the same screen as that displayed on the cash payment machine 60 screen (cash payment machine screen) seen by the guest. Details will be described later.

[0074] [Guest communication terminal 70]

[0075] The guest communication terminal 70 is a mobile communication terminal carried by the guest. The guest communication terminal 70 is, for example, a smartphone (registered trademark) or a tablet (registered trademark).

[0076] The guest communication terminal 70 includes a CPU 71, a memory 72, a camera 74, a communication interface 78, and an input interface (not shown). The configurations of the CPU 71, the camera 74, the communication interface 78, and the input interface (not shown) are the same as the configurations of the CPU 21, the camera 24, the communication interface 28, and the input interface 27.

[0077] The memory 72 stores a QR code reading application program (QR code reading app) that reads information from a QR code.

[0078] [Printing device 80]

[0079] The printing device 80 is a device that has a function of printing an image on a sheet (printing paper). For example, a commercially available (existing) printing device can be used as the printing device 80.

[0080] The printing device 80 is connected to the facility terminal 20 via a communication cable. The printing device 80 prints, on a sheet (printing paper), a cash payment QR code image indicated by the cash payment QR Code (registered trademark) image data input from the facility terminal 20. The printed cash payment QR code image is captured by the camera 64 of the cash settlement machine 60. Information contained in the cash payment QR code image, such as the payment amount, is read by the cash settlement machine 60. In other words, the management terminal 30 or the facility terminal 20 can input information such as the payment amount to the cash settlement machine 60 via the cash payment QR code image printed on the sheet.

[0081] [Card Reader 81]

[0082] The card reader 81 is a device that reads the information required to debit a fee from a bank account from a credit card (debit card) or reads data from an electronic money card. For example, a commercially available (existing) card reader can be used as the card reader 81.

[0083] [Operation of service providing system 10 (service providing method)]

[0084] The provision of services to guests using the service providing system 10, and the processes and operations executed by the facility terminal 20 and the like of the service providing system 10 will be described below.

[0085] The processing executed by the facility-installed terminal 20, management terminal 30, server 40, dispatch communication terminal 50, cash settlement machine 60, and guest communication terminal 70 is processing executed by the controllers CPUs 21, 31, 41, 51, 61, and 71, and is also processing that the terminal application programs 92 and 94 cause CPUs 21 and 31 to execute, and processing that the server program 97 causes CPU 41 to execute.

[0086] FIG. 3 shows a flowchart of the process (operation) executed by the facility terminal 20, etc. of the service providing system 10 when accepting check-in. FIG. 4 shows a flowchart of the process (operation) executed by the facility terminal 20, etc. when issuing a guide QR code for direct access to the concierge 15 from the guest communication terminal 70. FIG. 5 shows a flowchart of the process (operation) executed by the guest communication terminal 70, etc. when connecting the guest communication terminal 70 and the management terminal 30. FIG. 6 shows a flowchart of the process (operation) executed by the facility terminal 20, etc. when a guest makes an inquiry to the concierge 15. FIGS. 7 and 8 show flowcharts of the process (operation) executed by the facility terminal 20, etc. when accepting check-out. FIGS. 9 and 10 show screens displayed on the displays 23, 33 of the facility terminal 20 and the management terminal 30 when accepting check-in. FIGS. 11(A) and 11(B) show screens displayed on the displays 23, 33 of the facility terminal 20 and the management terminal 30 when issuing the guide QR code. FIG. 11(C) shows a correspondence table stored in the memory 32 of the management terminal 30. FIG. 12 shows screens displayed on the displays 23, 33 of the facility installation terminal 20 and the management terminal 30 when accepting check-out. FIGS. 13 to 15 show screens displayed by the management terminal 30 when accessing the website reservation and usage management system. Specifically, FIG. 13 shows a first confirmation screen showing the occupancy rate of the accommodation facility for the specified date, etc. FIG. 14 shows a second confirmation screen showing the usage status, reservation status, and name of the person making the reservation (user) for each room. FIG. 15 shows a third confirmation screen showing the current usage fee for each room.

[0087] Guests make reservations for accommodation before checking in. Accommodation reservations are made by guests via a website. Alternatively, an employee of the accommodation facility, etc., who has confirmed the guest's intention to make a reservation, makes the reservation via the website. Reservation information, which is information related to the reservation, is registered in a reservation management system. The reservation management system is, for example, a PMS (Property Management System). Reservation information includes the name, gender, nationality, and number of guests who will be staying, the name of the accommodation facility, the planned check-in date, the planned check-out date, the length of stay, and the room number.

[0088] The reservation and usage management system discloses the registered reservation information and usage information to those involved with the accommodation facility. Specifically, the reservation and usage management system issues an account and password to each accommodation facility. The reservation and usage management system accepts access via the Internet 14 and discloses (publishes) the reservation information and usage information corresponding to the account. The reservation and usage information corresponding to the account is the reservation information and usage information related to the accommodation facility for which the account was issued. Those involved with the accommodation facility can view, modify, and add the reservation information and usage information related to the accommodation facility via the Internet 14.

[0089] The guest who has made the reservation visits the accommodation facility 11 on the scheduled check-in date and operates the facility-installed terminal 20 installed in the lobby of the accommodation facility 11.

[0090] As shown in Fig. 3, the facility terminal 20 displays a standby screen on the display 23 (S10). As shown in Fig. 9(A), the standby screen has a "check-in" icon 101, a "guide on mobile terminal" icon 102, an "inquiry" icon 103, a "check-out" icon 104, and a "language change" icon 105.

[0091] The "Check-in" icon 101 is an icon for accepting check-in instructions. The "Guide via mobile terminal" icon 102 is an icon for accepting instructions to talk to the concierge 15 via the guest communication terminal 70 carried by the guest. The "Inquiry" icon 103 is an icon for accepting instructions for various inquiries. The "Check-out" icon 104 is an icon for accepting instructions for check-out. The "Language switching" icon 105 is an icon for accepting instructions to switch languages.

[0092] When the "language switch" icon 105 is selected, multiple icons are displayed, each with a language name such as "English," "Japanese," or "Chinese." Each icon corresponds to one language. Guests specify a language by selecting an icon with a language they can understand.

[0093] After specifying the language, the guest selects the "Check-in" icon 101. After checking in, the guest selects the "Guide via mobile device" icon 102 or the "Inquiry" icon 103. Alternatively, the guest may select the "Check-out" icon 104 to check out.

[0094] As shown in FIG. 3, the facility terminal 20 accepts the guest's selection of an icon (guest operation) (S11). The facility terminal 20 determines whether the icon selected by the guest is the "check-in" icon 101 (S12). If the facility terminal 20 determines that the icon selected by the guest is the "check-in" icon 101 (S12: Yes), it transmits an HTTP request including a connection request to the server 40 via the Internet 14 (S13). The connection request is a command including, for example, a request type, a facility terminal ID that is identification information of the facility terminal 20, a facility name that is the name of the accommodation facility where the facility terminal 20 is installed, a designated language that indicates the language type, such as "English," and a management terminal ID that is identification information of the management terminal 30. The request type is identification information that indicates "check-in." The processing of step S13 corresponds to the "facility-specific information transmission processing," "connection request transmission processing," and "designated language transmission processing" set forth in the claims. The facility terminal ID and facility name correspond to the "facility-specific information" set forth in the claims. The request type indicating "check-in" corresponds to the "check-in request" described in the claims.

[0095] Upon receiving the connection request (S13), the server 40 transmits a connection request notification to the management terminal 30 (S14). Specifically, the management terminal 30 transmits an HTTP request including a management terminal ID to the server 40 at predetermined time intervals. The server 40 replies with an HTTP response including a connection request notification in response to the HTTP request including the same management terminal ID as the management terminal ID included in the HTTP request received in step S13 (S14). The connection request notification includes the facility terminal ID, the specified language, the facility name, and the request type. The processing of step S14 corresponds to the "connection request notification transmission processing" set forth in the claims.

[0096] Upon receiving the connection request notification (S14), the management terminal 30 displays the first connection request screen on the display 33 (S15). The processing of step S15 corresponds to the "connection request screen display processing" recited in the claims.

[0097] 9(B) has the text "Check-in request from ABC Hotel," the text "Specified language: English," a "Connect" icon 106, and a "Hold" icon 107. "ABC Hotel" is the name of the facility.

[0098] The concierge 15, who is the operator of the management terminal 30, selects the “Connect” icon 106 if he / she wishes to immediately respond to the guest. If he / she cannot immediately respond to the guest, the concierge 15 selects the “Hold” icon 107. Although not shown in FIG. 3 , the management terminal 30 transmits hold information to the facility terminal 20 via the Internet 14 and the server 40 based on the selection of the “Hold” icon 107. Specifically, the management terminal 30 transmits an HTTP request to the server 40 including a transfer request (command) having the facility terminal ID and the hold information. The server 40 replies with the hold information as a response to the HTTP request transmitted by the facility terminal 20 identified by the facility terminal ID. Upon receiving the hold information, the facility terminal 20 displays a message such as “Please wait a moment” on the display 23. After a predetermined time, such as three minutes, has elapsed, the facility terminal 20 executes the process of step S13 again. The operation of the concierge 15 selecting the “Connect” icon 106 corresponds to a “connection instruction operation” as defined in the claims.

[0099] When the "connect" icon 106 is selected (S16), the management terminal 30 transmits a connection permission to the server 40 (S17). The connection permission is, for example, a command including a facility terminal ID and a management terminal ID. The processing of step S17 corresponds to the "connection permission transmission processing" recited in the claims.

[0100] Upon receiving the connection permission, the server 40 executes a constant connection process (S18). The constant connection process is a process for connecting the facility-installed terminal 20 and the management terminal 30 so that data including image data and audio data can be transmitted and received between them.

[0101] In the constant connection process, the management terminal 30 receives input of image data of the concierge 15 captured by the camera 34 and voice data of the concierge 15 generated by the microphone 36 (S19). The management terminal 30 transmits the received voice data and image data to the facility terminal 20 via the Internet 14 and the server 40 (S20). The process of step S20 corresponds to the "instruction information transmission process" recited in the claims.

[0102] In the constant connection process, the facility terminal 20 inputs the received audio data to the speaker 25 and inputs the image data to the display 23. That is, the image and audio of the concierge 15 are output from the facility terminal 20 (S21). The concierge 15 gives instructions to the guest, such as how to operate the facility terminal 20 and the operating procedures. The process of step S21 corresponds to the "instruction information output process" recited in the claims.

[0103] Facility terminal 20 receives input of image data of the guest captured by camera 24 and voice data of the guest captured by microphone 26 (S22). Facility terminal 20 transmits the voice data and image data to management terminal 30 via Internet 14 and server 40 (S23).

[0104] In the constant connection process, the management terminal 30 inputs the received voice data to the microphone 36 and inputs the received image data to the display 33 (S24). In other words, the management terminal 30 outputs the voice and image of the guest (S24). By repeating the processes from steps S19 to S24, a conversation is established between the concierge 15 and the guest.

[0105] Following the concierge's instructions, the guest has the camera 24 of the facility terminal 20 capture an image of their passport or other identification document (S25). Figure 9(C) shows a screen that is displayed on the display 23 of the facility terminal 20 when the image of the identification document is being captured. The screen has a concierge display area 111 where an image of the concierge 15 is displayed, text meaning "Please place your passport in front of the camera and touch 'OK'", a passport image display area 112 where the image captured by the camera is displayed, and an "OK" icon 113. The text "Please place your passport in front of the camera and touch 'OK'" is displayed in the language specified by the guest. In Figure 9(C), it is displayed in English, which is the specified language.

[0106] The guest places their identification card in front of the camera 24 and selects the "OK" icon 113 (S25). The guest also has the camera 24 capture an image of their face (S25). The camera 24 generates identification card image data showing an image of the identification card, and guest image data showing an image of the guest's face.

[0107] The guest then enters his or her name in accordance with the concierge's instructions (S25). Figure 10 (A) shows a screen that is displayed on the display 23 of the facility terminal 20 when the name is being entered. This screen has text that reads "Please enter the name of the person who made the reservation," a text box 114 in which the input text is displayed, a software keyboard 115, and a concierge display area 111. The guest enters his or her name using the software keyboard 115 (S25).

[0108] The facility terminal 20 generates personal identification information including the above-mentioned identification card image data, guest image data, guest name, and facility name (S26). The facility terminal 20 transmits the generated personal identification information and facility terminal ID to the management terminal 30 via the Internet 14 and server 40 (S27). The identification card image data and guest image data correspond to the "personal identification image data" set forth in the claims. The processing of step S27 corresponds to the "confirmation information transmission processing" set forth in the claims.

[0109] The management terminal 30 displays the received guest name and facility name on the display 33 (S28). The concierge 15 accesses the reservation usage management system via the Internet 14 using the account and password corresponding to the displayed facility name, and displays the screens shown in Figures 13 to 15 on the display 33 (S29). The concierge 15 uses the input interface 37 to specify, from the displayed multiple reservation information, the reservation information reserved under the same name as the guest (S30). The management terminal 30 acquires the specified reservation information as specific reservation information (S31). The processing of step S31 corresponds to the "specific reservation information acquisition processing" set forth in the claims.

[0110] Although not shown in the flowchart, if the concierge 15 cannot find a reservation made under the same name as the guest in the reservation usage management system, he / she will inform the guest of this via the Internet 14, the server 40, and the facility terminal 20.

[0111] The management terminal 30 determines whether the specified language included in the connection request notification received in step S14 is Japanese (S32). If the management terminal 30 determines that the specified language is not Japanese (S32: No), it displays a first personal identification screen on the display 33 (S33). The processing of step S33 is the same as the "confirmation information display processing" described in the claims. " Equivalent.

[0112] The steps (S28 to S31, S33) in which the concierge 15 accesses the reservation usage management system using the management terminal 30, obtains specific reservation information, and displays it on the display 33 correspond to the "first step" described in the claims.

[0113] As shown in FIG. 10(B), the first personal verification screen has a guest image display area 116, an identification card image display area 117, a reservation information display area 118, a guest input information display area 119, an “OK” icon 120, and a “Reset” icon 121.

[0114] The guest image indicated by the guest image data received in step S28 is displayed in guest image display area 116. The identification card image indicated by the identification card image data received in step S28 is displayed in identification card image display area 117. The specific reservation information acquired in step S32 is displayed in reservation information display area 118. The guest input information received in step S28, such as the guest's name, is displayed in guest input information display area 119. The guest image and identification card image correspond to the "identification image" set forth in the claims.

[0115] The concierge 15 verifies the identity of the guest based on the guest image and the ID image displayed on the first identity verification screen. The concierge 15 also verifies whether the person who made the reservation (reservation person) and the guest match based on the specific reservation information, the guest input information, and information such as the name shown in the ID image.

[0116] After verifying the identity of the guest, the concierge 15 selects the "OK" icon 120 if he / she approves the guest's check-in (S35). After verifying the identity of the guest, the concierge 15 notifies the guest of this via the Internet 14 and the server 40, and selects the "Reset" icon 121.

[0117] The step (S35) in which the concierge 15 performs identity verification on the first identity verification screen and selects the "OK" icon 120 corresponds to the "second step" recited in the claims.

[0118] As shown in FIG. 3, if the management terminal 30 determines in step S32 that the specified language is Japanese (S32: Yes), that is, if it determines that the guest is Japanese, it displays a second personal identification screen (not shown) on the display 33 (S34). The second personal identification screen is similar to the first personal identification screen (see FIG. 10(B)), and includes a reservation information display area 118, a guest-entered information display area 119, an "OK" icon 120, and a "Reset" icon 121. However, since Japanese guests do not need to be identified using an ID card, the second personal identification screen does not include the guest image display area 116 and the ID card image display area 117 (see FIG. 10(B)). Note that whether a guest is Japanese may be determined not by the specified language but by the nationality entered by the guest in step S25 or the nationality included in the specific reservation information acquired in step S31.

[0119] The concierge 15 determines whether the person who made the reservation matches the guest based on the specific reservation information and the guest input information. After confirming that the person who made the reservation matches the guest, the concierge 15 selects the "OK" icon 120 (S35). If the person who made the reservation does not match the guest, the concierge 15 notifies the guest of this via the Internet 14 and the server 40 and selects the "Reset" icon 121. The selection of the "OK" icon 120 by the concierge 15 corresponds to a "check-in instruction" as recited in the claims.

[0120] Based on the selection of the "OK" icon 120 (S35), the management terminal 30 registers the check-in details (S36). The check-in details include, for example, the guest's name, the current check-in date and time, the number of guests staying, the guest's nationality, the room number, guest image data, identification card image data, the name of the accommodation facility, and the planned check-out date. The management terminal 30 transmits the check-in details to the reservation / usage management system via the Internet 14 (S36). Alternatively, the management terminal 30 stores the check-in registration data in the memory 32 (S36). The processing of step S36 corresponds to the "check-in processing" recited in the claims. The step in which the concierge 15 registers the check-in details in the reservation / usage management system or the like using the management terminal 30 corresponds to the "third step" recited in the claims.

[0121] The management terminal 30 acquires key information related to the room number included in the check-in details (S37). The key information may be a personal identification number, communication information, a pin, or the like. More specifically, the method for locking and unlocking a room varies depending on the accommodation facility. At one accommodation facility, the room is locked and unlocked using a physical key such as a room key, and the physical key is kept in a key box installed in the lobby, for example. The key box is unlocked by entering a personal identification number. The personal identification number is key information. At one accommodation facility, the room is locked and unlocked via short-range wireless communication with the guest communication terminal 70. The key information may be communication information or a pin required for the short-range wireless communication. The key information may also be information required for locking and unlocking the room where the guest is staying. The management terminal 30 acquires the key information from the memory 32 or acquires key information entered by the concierge 15. For example, the memory 32 may pre-store a table that associates the name of the accommodation facility with the room number and key information.

[0122] The management terminal 30 transmits the acquired key information and a check-in completion notice to the facility terminal 20 via the Internet 14 and the server 40 (S38). The check-in completion notice includes, for example, the room number indicating the room in which the guest will be staying and the planned check-out date.

[0123] Facility terminal 20 displays a check-in completion notification screen on display 23 based on the received key information and check-in completion notification (S39).

[0124] As shown in FIG. 10(C), the check-in completion notification screen includes text indicating that check-in is complete, the room number assigned to the guest, the planned check-out date, the key box number, text prompting the guest to remove the room key from the key box, a PIN number for unlocking the key box, and a "Finish" icon 122. If the accommodation facility 11 unlocks the room using a method other than a physical key, information corresponding to that method is displayed on the check-in completion notification screen. For example, if the accommodation facility 11 locks and unlocks the room using short-range wireless communication with the guest communication terminal 70, a QR code (registered trademark) image from which communication information and a PIN necessary for the short-range wireless communication can be read is displayed on the check-in completion notification screen. The guest captures the QR code image with the camera 74 of the guest communication terminal 70, thereby capturing the communication information and the PIN into the guest communication terminal 70.

[0125] After checking the items displayed on the check-in completion notification screen, the guest selects the "Finish" icon 122. Then, the guest takes out the room key from the key box, unlocks the designated room, and begins their stay.

[0126] As shown in Figure 3, when the "Finish" icon 122 is selected on the check-in completion notification screen, the facility terminal 20 sends a completion notification including the facility terminal ID to the management terminal 30 via the Internet 14 and the server 40 (S40).

[0127] Upon receiving the termination notification (S40), the management terminal 30 transmits a disconnection instruction including the facility terminal ID and the management terminal ID to the server 40 via the Internet 14 (S41). The management terminal 30 may also display a notification screen indicating that the termination notification has been received on the display 33, and have the concierge 15 input an instruction to permit disconnection of the connection with the facility terminal 20 on the notification screen. Upon receiving the instruction to permit disconnection, the management terminal 30 transmits the disconnection instruction to the server 40 (S41). The disconnection instruction is a command including the facility terminal ID and the management terminal ID.

[0128] The termination notification itself transmitted by facility terminal 20 may be a disconnection instruction. In other words, the constant connection (S18) maintained by server 40 may be terminated from the facility terminal 20 side or from the management terminal 30 side.

[0129] Upon receiving the disconnection instruction (S41), the server 40 executes a disconnection process to terminate the connection between the facility terminal 20 and the management terminal 30 (S42).

[0130] Next, a process will be described when a guest selects the "Guide on mobile terminal" icon 102 on the standby screen (see FIG. 9(A)).

[0131] After checking in, if the guest wishes to talk to the concierge 15 using the guest communication terminal 70, the guest selects the "Guide via mobile terminal" icon 102 on the standby screen (see FIG. 9(A)).

[0132] If the facility terminal 20 determines in step S12 of FIG. 3 that the icon selected by the guest is not the "Check-in" icon 101 (S12: No), it determines whether the icon selected by the guest is the "Guidance via mobile terminal" icon 102 (S51), as shown in FIG. 4. If the facility terminal 20 determines that the icon selected by the guest is the "Guidance via mobile terminal" icon 102 (S51: Yes), it sends an HTTP request including a connection request to the server 40 via the Internet 14 (S52). The connection request is a command that includes, for example, a request type, the facility terminal ID of the facility terminal 20, the facility name, the specified language, and the management terminal ID. The request type is identification information that indicates "Guidance via mobile terminal."

[0133] Upon receiving the connection request (S52), the server 40 transmits a connection request notification to the management terminal 30 (S53). Specifically, the management terminal 30 transmits an HTTP request including a management terminal ID to the server 40 at predetermined time intervals. The server 40 replies with an HTTP response including a connection request notification as a response to the HTTP request including the same management terminal ID as the management terminal ID included in the HTTP request received in step S52 (S53). The connection request notification includes the facility terminal ID, specified language, facility name, and request type.

[0134] Upon receiving the connection request notification (S53), the management terminal 30 displays a second connection request screen on the display 33 (S54). The second connection request screen shown in Fig. 11(A) has the text "ABC Hotel has requested the issuance of a guide QR code," the text "Specified language: English," a "Connect" icon 106, and a "Hold" icon 107. "ABC Hotel" is the name of the facility.

[0135] If the concierge 15, who is the operator of the management terminal 30, can immediately respond to the guest, he / she selects the "Connect" icon 106. If the concierge 15 cannot immediately respond to the guest, he / she selects the "Hold" icon 107. Although not shown in FIG. 4 , the management terminal 30 transmits hold information to the facility terminal 20 via the server 40 based on the selection of the "Hold" icon 107. Based on the reception of the hold information, the facility terminal 20 displays a message such as "Please wait a moment" on the display 23. After a predetermined time, such as three minutes, has elapsed, the facility terminal 20 executes the process of step S52 again.

[0136] 4, when the "connect" icon 106 is selected (S16), the management terminal 30 sends a connection permission to the server 40 (S17). When the server 40 receives the connection permission (S17), the server 40 executes a constant connection process (S18).

[0137] During the constant connection process, image data and audio data are transmitted and received between the facility terminal 20 and the management terminal 30 via the Internet 14 and the server 40 (S19 to S25). That is, a conversation takes place between the guest and the concierge 15. The guest operates the facility terminal 20 in accordance with instructions from the concierge 15 (S55). Specifically, the guest inputs information that can identify the guest, such as the room number and name of the room in which the guest is staying, into the facility terminal 20 (S55).

[0138] The facility terminal 20 transmits a request for issuing a guide QR code to the management terminal 30 via the Internet 14 and the server 40 (S56). The request for issuing a guide QR code is a command including, for example, a facility terminal ID, a facility name, a room number, the guest's name, a specified language, and a request type. The request type is information indicating a request for issuing a guide QR code. The processing of step S56 corresponds to the "issuance request transmission processing" set forth in the claims. The facility name and the room number or the guest's name correspond to the "guest identification information" set forth in the claims.

[0139] Upon receiving the information QR code issuance request (S56), the management terminal 30 displays a guest information display screen on the display 23 (S57). More specifically, the management terminal 30 acquires the facility terminal ID, facility name, designated language, and request type included in the information QR code issuance request. The management terminal 30 reads from memory 32 screen format data corresponding to the acquired request type and designated language, and generates screen data showing the guest information display screen by inputting the acquired facility name, room number, guest name, and designated language type (e.g., English) into the format data.

[0140] As shown in Figure 11 (B), the guest information display screen has the text "Facility Name: ABC Hotel", the text "Room Number: 405", the text "Guest Name: Michael Smith", the text "Specified Language: English", an "OK" icon 123, and a "Cancel" icon 124.

[0141] As shown in Fig. 4, the management terminal 30 executes the processes of steps S29 and S30. More specifically, the concierge 15 accesses the reservation and usage management system via the Internet 14 based on the facility name displayed on the guest information display screen (S29). The concierge 15 selects usage information that matches the room number or guest name included in the information request for issuing a QR code from among multiple pieces of usage information registered with the facility name included in the information QR code issuance request (S30). The usage information is information about the guest currently staying at the accommodation facility. The management terminal 30 acquires the usage information selected by the concierge 15 as specific usage information (S58).

[0142] The concierge 15 determines whether the room number and guest name included in the information QR code issuance request match the room number and guest name registered in the reservation usage management system. If the concierge 15 determines that they match, he / she selects the "OK" icon 123 on the guest information display screen (see FIG. 11(B)) (S59), and if he / she determines that they do not match, he / she selects the "Cancel" icon 124. In other words, the information QR code is issued after check-in, and is not issued before check-in, i.e., at the reservation stage.

[0143] Based on the selection of the "OK" icon 123 (S59), the management terminal 30 generates information QR code image data (S60). More specifically, the management terminal 30 generates QR code image data that can read the communication address of the server 40, the management terminal ID, and the identification information stored in the memory 32. The processing of step S60 corresponds to the "information QR code generation processing" set forth in the claims.

[0144] The management terminal 30 also creates a correspondence table (see FIG. 11(C)) that associates facility names, guest information, and identification information (S61). As shown in FIG. 11(C), the guest information includes the room number where the guest is staying, the guest's name, preferred language, check-in date and time, and scheduled check-out date.

[0145] 4, the management terminal 30 transmits the generated information QR code image data to the facility terminal 20 via the Internet 14 and the server 40 (S62). The process of step S62 corresponds to the "information QR code transmission process" set forth in the claims. The step in which the concierge 15 uses the management terminal 30 to cause the facility terminal 20 to transmit the information QR code image data corresponds to the "sixth step" set forth in the claims.

[0146] Upon receiving the guidance QR code image data (S62), the facility terminal 20 displays the guidance QR code image indicated by the guidance QR code image data on the display 23 (S63). The processing of step S63 corresponds to the "guidance QR code display processing" recited in the claims.

[0147] The guest starts a QR code reading application program (not shown) installed in the guest communication terminal 70, and causes the camera 74 to capture an image of the guide QR code through the application program. The guest communication terminal 70 reads the communication address, management terminal ID, and identification information of the server 40 from the image of the guide QR code.

[0148] After confirming that the guest has received the information QR code, the concierge 15 inputs a disconnection instruction to the management terminal 30 to disconnect the connection with the facility terminal 20 (S64). Based on the receipt of the input of the disconnection instruction (S64), the management terminal 30 transmits the disconnection instruction to the server 40 (S41). The server 40 executes a disconnection process to disconnect the continuous connection between the facility terminal 20 and the management terminal 30 (S42). The disconnection instruction may also be transmitted to the server 40 by the facility terminal 20.

[0149] Next, the processing executed by the guest communication terminal 70, the server 40, and the management terminal 30 when a guest talks with the concierge 15 using the information QR code image and the guest communication terminal 70 will be described with reference to FIG.

[0150] The guest communication terminal 70 accepts a guest operation instructing communication with the management terminal 30 (S71). The guest communication terminal 70 uses the communication address of the server 40, the management terminal ID, and the identification information read from the information QR code image to send an HTTP request including a connection request to the server 40 via the Internet 14 (S72). The connection request is, for example, a command including the guest terminal ID, the identification information, and the management terminal ID. The guest communication terminal 70 corresponds to the "communication terminal that made the connection request" recited in the claims.

[0151] Upon receiving the connection request (S72), the server 40 transmits a connection request notification to the management terminal 30 (S73). Specifically, the management terminal 30 transmits an HTTP request including a management terminal ID to the server 40 at predetermined time intervals. The server 40 replies with an HTTP response including a connection request notification as a response to the HTTP request including the same management terminal ID as the management terminal ID included in the HTTP request received in step S72 (S73). The connection request notification includes the guest terminal ID and identification information.

[0152] The management terminal 30, upon receiving the connection request notification (S73), acquires guest information (S74). Specifically, the management terminal 30 reads the guest information associated with the identification information included in the connection request notification from the correspondence table (see FIG. 11(C)). The management terminal 30 determines whether or not the guest information was acquired (S75). If the management terminal 30 was unable to acquire the guest information (S75: No), it sends a rejection notification to the server 40 (S76). The server 40 transfers the rejection notification to the guest communication terminal 70 (S77).

[0153] If the management terminal 30 has acquired the guest information (S75: Yes), it displays a third connection request screen (not shown) on the display 33. The third connection request screen may include, for example, the text "There is a connection request from the communication terminal of Michael Smith, who is staying in Room 405 of the ABC Hotel," a "connect" icon, and a "hold" icon. If the concierge 15 can immediately respond to the guest, he or she selects the "connect" icon. If the concierge 15 cannot immediately respond to the guest, he or she selects the "hold" icon. Although not shown in FIG. 5, the management terminal 30 transmits hold information to the guest communication terminal 70 via the server 40 based on the selection of the "hold" icon. Based on the reception of the hold information, the guest communication terminal 70 displays a message such as "Please wait a moment" on the display 73.

[0154] 5, the management terminal 30 transmits a connection permission to the server 40 (S17) based on the selection of the "Connect" icon on the third connection request screen (S16). The server 40 executes a constant connection process based on the reception of the connection permission (S18). The constant connection process is a process for connecting the guest communication terminal 70 and the management terminal 30 so that data including image data and audio data can be transmitted and received between them.

[0155] During the constant connection process, image data and audio data are transmitted and received between the guest communication terminal 70 and the management terminal 30 via the Internet 14 and the server 40. The transmission and reception of the image data and audio data is performed in the same manner as the processes of steps S19 to S24. That is, a conversation takes place between the guest and the concierge 15. After the concierge 15 has finished the conversation with the guest, he inputs a disconnection instruction to the management terminal 30 (S64).

[0156] Upon receiving a disconnection instruction from the concierge 15 (S64), the management terminal 30 transmits the disconnection instruction to the server 40 (S41). The server 40 executes a disconnection process to disconnect the continuous connection between the facility terminal 20 and the management terminal 30 (S42). The disconnection instruction may also be transmitted from the guest communication terminal 70 to the server 40.

[0157] Next, a process will be described when a guest selects the "inquiry" icon 103 on the standby screen (see FIG. 9(A)).

[0158] If a guest wishes to make an inquiry about how to purchase amenities, the geography of the area around the accommodation, tourist spots, or the like, the guest selects the "Inquiry" icon 103 on the standby screen (see FIG. 9(A)).

[0159] If the facility terminal 20 determines in step S51 of FIG. 4 that the icon selected by the guest is not the "Guide via mobile terminal" icon 102 (S51: No), it determines whether the icon selected by the guest is the "Inquiry" icon 103 (S81), as shown in FIG. 6. If the facility terminal 20 determines that the icon selected by the guest is the "Inquiry" icon 103 (S81: Yes), it sends an HTTP request including a connection request to the server 40 via the Internet 14 (S82). The connection request is a command that includes, for example, a request type, a facility terminal ID, a facility name, a specified language, and a management terminal ID. The request type is identification information indicating an "inquiry."

[0160] Upon receiving the connection request (S82), the server 40 transmits a connection request notification to the management terminal 30 (S83). Specifically, the management terminal 30 transmits an HTTP request including a management terminal ID to the server 40 at predetermined time intervals. The server 40 replies with an HTTP response including a connection request notification in response to the HTTP request including the same management terminal ID as the management terminal ID included in the HTTP request received in step S82 (S83). The connection request notification includes the facility terminal ID, specified language, facility name, and request type.

[0161] Upon receiving the connection request notification (S83), the management terminal 30 displays a fourth connection request screen (not shown) on the display 33 (S84). The fourth connection request screen has the text "We have an inquiry from ABC Hotel," the text "Specified language: English," a "Connect" icon, and a "Hold" icon.

[0162] The concierge 15, who is the operator of the management terminal 30, selects the "connect" icon if he or she is able to immediately respond to the guest. The concierge 15 selects the "hold" icon if he or she is unable to immediately respond to the guest. Although not shown in FIG. 6, the management terminal 30 transmits hold information to the facility terminal 20 via the server 40 based on the selection of the "hold" icon. Upon receiving the hold information, the facility terminal 20 displays a message such as "Please wait a moment" on the display 23.

[0163] 6, when the "Connect" icon is selected on the fourth connection request screen (S16), the management terminal 30 transmits a connection permission to the server 40 (S17). When the server 40 receives the connection permission (S17), it executes a constant connection process (S18). The constant connection process is a process for connecting the facility-installed terminal 20 and the management terminal 30 so that data including image data and audio data can be transmitted and received between them.

[0164] During the constant connection process, image data and audio data are transmitted and received between the facility terminal 20 and the management terminal 30 via the Internet 14 and the server 40 (S19 to S24). That is, a conversation takes place between the guest and the concierge 15. After the concierge 15 has finished the conversation with the guest, he inputs a disconnection command to the management terminal 30 (S64).

[0165] Upon receiving a disconnection instruction from the concierge 15 (S64), the management terminal 30 transmits the disconnection instruction to the server 40 (S41). The server 40 executes a disconnection process to disconnect the continuous connection between the facility terminal 20 and the management terminal 30 (S42).

[0166] Next, a process will be described when a guest selects the "check-out" icon 104 on the standby screen (see FIG. 9(A)).

[0167] When checking out, the guest selects the "Check Out" icon 104 on the standby screen (see FIG. 9(A)).

[0168] If the facility terminal 20 determines in step S81 of Fig. 6 that the icon selected by the guest is not the "inquiry" icon 103 (S81: No), it sends an HTTP request including a connection request to the server 40 via the Internet 14 (S92), as shown in Fig. 7. The connection request is a command including, for example, a request type, a facility terminal ID, a facility name, a specified language, and a management terminal ID. The request type is identification information indicating "check-out."

[0169] Upon receiving the connection request (S92), the server 40 transmits a connection request notification to the management terminal 30 (S93). Specifically, the management terminal 30 transmits an HTTP request including a management terminal ID to the server 40 at predetermined time intervals. The server 40 replies with an HTTP response including a connection request notification in response to the HTTP request including the same management terminal ID as the management terminal ID included in the HTTP request received in step S92 (S93). The connection request notification includes the facility terminal ID, specified language, facility name, and request type.

[0170] Upon receiving the connection request notification (S93), the management terminal 30 displays a fifth connection request screen on the display 33 (S94). The fifth connection request screen shown in Figure 12 (A) has the text "Check-out request from ABC Hotel", the text "Specified language: English", a "Connect" icon 106, and a "Hold" icon 107.

[0171] If the concierge 15, who is the operator of the management terminal 30, is able to immediately respond to the guest, he / she selects the "connect" icon 106. If the concierge 15 is unable to immediately respond to the guest, he / she selects the "hold" icon 107. Although not shown in FIG. 7 , the management terminal 30 transmits hold information to the facility terminal 20 via the server 40 based on the selection of the "hold" icon 107. Based on the receipt of the hold information, the facility terminal 20 displays a message such as "Please wait a moment" on the display 23.

[0172] 7, when the "connect" icon 106 is selected (S16), the management terminal 30 sends a connection permission to the server 40 (S17). When the server 40 receives the connection permission (S17), it executes a constant connection process (S18). The constant connection process is a process for connecting the facility-installed terminal 20 and the management terminal 30 so that data including image data and audio data can be transmitted and received between them.

[0173] During the constant connection process, image data and audio data are transmitted and received between facility terminal 20 and management terminal 30 via Internet 14 and server 40 (S19 to S24). That is, a conversation takes place between the guest and concierge 15.

[0174] The guest inputs the room number, name, and payment type into the facility terminal 20 according to instructions from the concierge 15 (S95). Payment types include, for example, "cash payment," "credit card payment," "electronic money payment," and "QR code payment." Note that instead of the room number, the name of the room, such as "Fuji no Ma," may be input. The room number and room name correspond to the "room identification information" described in the claims. The guest's name corresponds to the "guest identification information" described in the claims.

[0175] Based on the input of the room number, name, and payment type received (S95), the facility terminal 20 determines whether the payment type is "cash payment" (S96). If the facility terminal 20 determines that the payment type is "cash payment" (S96: Yes), it periodically acquires cash payment machine screen data, which is screen data input from the cash payment machine 60 (S97). If the facility terminal 20 determines that the payment type is not "cash payment" (S96: No), it skips the processing of step S97. In other words, the cash payment machine screen data is acquired only if the payment type is "cash payment."

[0176] The facility terminal 20 generates an HTTP request including a check-out request (S98). The check-out request includes the facility terminal ID, room number, guest name, and payment type. Although not shown in the flowchart of FIG. 7, when the payment type is "cash payment," the facility terminal 20 transmits the cash payment machine screen data, in addition to audio data representing the guest's voice and guest image data representing an image of the guest, to the management terminal 30 via the Internet 14 and server 40 in a constantly connected state. In other words, the guest's voice, guest image, and cash payment machine screen are displayed on the display 33 of the management terminal 30. The process (S97) in which the facility terminal 20 periodically acquires the cash payment machine screen data and transmits it to the management terminal 30 corresponds to the "screen data transfer process" recited in the claims. The process in which the management terminal 30 acquires the cash payment machine screen data and displays it on the display 33 corresponds to the "screen sharing process" recited in the claims.

[0177] Facility terminal 20 transmits the generated check-out request to management terminal 30 via Internet 14 and server 40 (S99). The process of step S99 corresponds to the "check-out request transmission process" recited in the claims.

[0178] Upon receiving the check-out request (S99), the management terminal 30 displays a check-out request screen on the display 33 (S100).

[0179] As shown in FIG. 12(B), the check-out request screen includes the following: "Accommodation Name: ABC Hotel," "Room Number: 405," "Guest Name: Michael Smith," "Check-in: 2024.07.20," "Check-out: 2024.07.24," "Number of Nights: 4," "Number of Guests: 1," and "Specified Language: English." The check-out request screen also includes a guest image display area 116 and a cash payment machine screen display area 130. The cash payment machine screen display area 130 displays the cash payment machine screen. In other words, the concierge 15 can instruct the guest to operate the cash payment machine 60 while viewing the same screen (cash payment machine screen) as the guest sees. If the payment type selected by the guest is not "cash payment," the check-out request screen does not include the cash payment machine screen display area 130.

[0180] The concierge 15 accesses the reservation usage management system via the Internet 14 using the account and password corresponding to the facility name displayed on the check-out request screen, and displays the screens shown in Figures 13 to 15 on the display 33 (S29). The concierge 15 uses the input interface to specify, from among the displayed multiple pieces of usage information, the usage information for a stay with a name (user name) that is the same as the guest's name (S30). The management terminal 30 acquires the specified usage information as specific usage information and displays it on the display 33 (S101). The step (S101) in which the concierge 15 acquires the specific usage information from the reservation usage management system using the management terminal 30 and displays it on the display 33 corresponds to the "fourth step" recited in the claims. The processing of step S101 corresponds to the "specific usage information acquisition processing" recited in the claims.

[0181] Although not shown in the flowchart, if the concierge 15 cannot find any use in the reservation management system under the same name as the guest, he / she will inform the guest of this via the Internet 14 and the server 40.

[0182] Based on the payment type, the management terminal 30 determines whether the payment method specified by the guest is cash payment or not (S102). If the management terminal 30 determines that it is cash payment (S102: Yes), it generates payment screen data including cash payment QR Code (registered trademark) image data (S103). The cash payment QR code image data is image data showing a QR code from which payment information including the accommodation fee (payment amount) can be read. The processing of step S103 corresponds to the "cash payment QR code generation processing" described in the claims.

[0183] If the management terminal 30 determines that the payment is not cash (S102: No), it generates payment screen data according to the payment method (S104). The management terminal 30 transmits the generated payment screen data to the facility terminal 20 via the Internet 14 and the server 40 (S105). The process in which the concierge 15 uses the management terminal 30 to create a cash payment QR code and transmit it to the facility terminal 20 corresponds to the "fifth step" recited in the claims. The processing of step S105 corresponds to the "cash payment QR code transmission process" recited in the claims.

[0184] The facility terminal 20 determines whether the received payment screen data includes cash payment QR code image data (S106). If the facility terminal 20 determines that cash payment QR code image data is included (S106: Yes), it inputs the cash payment QR code image data to the printer 80 and prints the cash payment QR code image on a sheet (S107). If the facility terminal 20 determines that cash payment QR code image data is not included (S106: No), it skips step S107. Next, the facility terminal 20 displays the payment screen indicated by the payment screen data on the display 23 (S108). The process of step S107 corresponds to the "printing process" recited in the claims.

[0185] FIG. 12(C) shows the payment screen displayed on display 23 when the payment method designated by the guest is QR code (registered trademark) payment. The payment screen for QR code payment includes characters indicating the guest's name, characters indicating the check-in date, characters indicating the check-out date, characters indicating the room number of the guest, characters indicating the basic accommodation fee, characters indicating other fees such as the cost of purchasing amenities and room service, and characters indicating the payment amount (total amount). The payment screen for QR code payment also includes an "OK" icon 123, a concierge display area 111, and a payment QR code image 125. Note that if the payment method designated by the guest is a payment method other than QR code payment, payment QR code image 125 will not be displayed on the payment screen.

[0186] If the guest specifies cash payment as the payment method, the guest causes the camera 64 of the cash payment machine 60 to capture an image of the printed cash payment QR code. As shown in Figure 8, the cash payment machine 60 captures the image of the cash payment QR code with the camera 64 (S111), and reads payment information including the payment amount etc. from the cash payment QR code image (S112). The processing of steps S111 and S112 corresponds to the "payment information acquisition processing" described in the claims.

[0187] The cash payment machine 60 displays the read payment information on the display 63 (S112). The guest deposits cash corresponding to the displayed payment amount into the cash payment machine 60. The cash payment machine 60 accepts the cash payment from the guest (S113). Based on the acceptance of the cash payment, the cash payment machine 60 displays a payment completion screen on the display 63 (S114). Payment completion screen data showing the payment completion screen is also input to the facility terminal 20 (S115). The facility terminal 20 transmits the input payment completion screen data to the management terminal 30 via the Internet 14 and the server 40 (S121).

[0188] The management terminal 30 displays the payment completion screen indicated by the received payment completion screen data on the display 33 (S122).

[0189] If the guest specifies QR code payment as the payment method, the guest causes the camera 74 of the guest communication terminal 70 to capture the payment QR code image (see FIG. 12(C)) displayed on the display 23. The guest communication terminal 70 causes the camera 74 to capture the payment QR code image, and reads information necessary for payment, such as the payment amount and communication address, from the payment QR code image. The guest communication terminal 70 performs payment using the information read from the payment QR code image.

[0190] If the guest has specified electronic money payment or credit card (debit card) payment as the payment method, the guest has the electronic money card or credit card read by card reader 81. Facility terminal 20 makes the payment based on the information read from the card by card reader 81 and the payment amount and other information acquired in step S105.

[0191] After the concierge 15 confirms that the payment has been completed on the payment completion screen or the like, he / she inputs a disconnection instruction to the management terminal 30 (S64). Upon receiving the input of the disconnection instruction (S64), the management terminal 30 transmits the disconnection instruction to the server 40 via the Internet 14 (S41). Upon receiving the disconnection instruction (S41), the server 40 disconnects the continuous connection between the facility terminal 20 and the management terminal 30 (S42).

[0192] The management terminal 30 also registers the payment information in the reservation / use management system, a database stored in the memory 32, or the like (S123). This process (S123) may be performed according to instructions from the concierge 15, or may be performed automatically by the management terminal 30.

[0193] Although not shown in the flowchart, when the concierge 15 determines that human assistance is necessary during a conversation with a guest via the facility terminal 20, the Internet 14, the server 40, and the management terminal 30, he / she contacts the base waiting person 16 (see FIG. 1) who is waiting at the dispatch base 13 via the dispatch communication terminal 50. This contact is made, for example, by constantly connecting the dispatch communication terminal 50 and the management terminal 30 via the server 40, by email, or by phone call via mobile communication.

[0194] For example, when a problem occurs, such as a lost room key, the concierge 15 determines that a human response is necessary. The concierge 15 communicates the facility name, the guest's name, the room number, the type of problem, and the like to the base standby person 16. Upon receiving this communication, the base standby person 16 rushes to the accommodation facility 11.

[0195] [Effects of the embodiment]

[0196] The facility terminal 20 transmits the facility name and the guest's name to the management terminal 30 (S13, S14, S27), allowing the concierge 15 to recognize which guest has visited which accommodation facility and obtain the guest's reservation information from the website (S31). In addition, the facility terminal 20 transmits image data showing an image of the guest and their identification card to the management terminal 30 (S27), allowing the concierge 15 to verify the identity of the guest at the management center 12 located away from the accommodation facility 11 (S35). As a result, the service provider, which is the operator of the service provision system 10, can provide a proxy service for check-in operations, including identity verification, to multiple accommodation facilities 11.

[0197] The management terminal 30 generates cash payment QR code image data and transmits it to the facility terminal 20 (S103, S105). The facility terminal 20 causes the printer 80 to print the cash payment QR code image (S107). The guest causes the camera 64 of the cash payment machine 60 to capture the cash payment QR code image. The cash payment machine 60 acquires the payment amount indicated by the cash payment QR code image (S112) and accepts the cash payment (S113). This makes the payment procedure by the guest easy and reliable. Furthermore, because the facility terminal 20 instructs the cash payment machine 60 to perform the payment procedure using the QR code, it can assist the guest in making payment (check-out) even if the cash payment machine 60 cannot be remotely controlled by other devices.

[0198] The display 33 of the management terminal 30 displays the same screen as that displayed on the cash payment machine 60 (S97, FIG. 12(B)). The concierge 15 can give instructions to the guest while checking the same screen as that of the cash payment machine 60 that the guest sees.

[0199] The guest operates the guest communication terminal 70 to capture an image of the guide QR code displayed on the display 23 of the facility terminal 20 (S71). If the guest wishes to receive services such as route guidance or taxi dispatch, the guest operates the guest communication terminal 70 to access the communication address indicated by the guide QR code image (S71). The guest communication terminal 70, which has accepted this operation, sends a connection request including identification information to the server 40 indicated by the communication address (S72). The server 40 maintains a constant connection between the guest communication terminal 70 that made the connection request and the management terminal 30 (S18). Therefore, after checking in, the guest can talk directly with the concierge 15 without going through the facility terminal 20.

[0200] The designated language, which is the language designated by the guest, is displayed on the display 33 of the management terminal 30 (FIGS. 9(B), 11(A), 11(B), and 12(A)). Therefore, the concierge 15 can reliably respond to the guest in the language desired by the guest.

[0201] By using the "management terminal 30" instead of a server as the device that accepts check-ins, the service providing system 10 can be simplified, initial investment can be reduced, and the management center 12 can be easily expanded. Furthermore, by constantly connecting the facility-installed terminal 20 and the management terminal 30 via the server 40, guests and concierges can communicate with each other. As a result, it is possible to provide high-quality service to guests while facilitating business expansion.

[0202] [Variations]

[0203] In the embodiment, an example has been described in which the concierge 15 can speak multiple languages ​​and the designated language specified by the guest is displayed on the display 33 of the management terminal 30. However, the management terminal 30 may also be equipped with multilingual automatic translation software 99 (see FIG. 2 ). The management terminal 30 specifies automatic translation from the designated language specified by the guest (e.g., English) to a specific language specified by the concierge 15 (e.g., Japanese), and from the specific language specified by the concierge 15 to the designated language specified by the guest. The automatic translation software 99 converts (translates) the language of the voice data representing the guest's voice (designated language) into the language specified by the concierge 15, and converts (translates) the language of the voice data representing the concierge 15's voice into the designated language specified by the guest. By using the automatic translation software 99, even a concierge 15 who can only speak one language can accommodate guests from various countries. Furthermore, since the concierge 15 does not need to specify the language to translate, the work of the concierge 15 can be reduced. The automatic translation software corresponds to the "translation program" described in the claims. The process by which the management terminal (automatic translation software) translates the guest's voice and the concierge's voice between a designated language and a specific language corresponds to the "translation process" described in the claims.

[0204] In the embodiment, an example has been described in which the concierge 15 performs identity verification at check-in. However, identity verification may also be performed by a face recognition program 95 (see FIG. 2) implemented in the management terminal 30. For example, the face recognition program 95 identifies, as a contour, an area in the guest image where brightness or luminosity changes by more than a threshold, and similarly identifies, as a contour, an area in the image of the face photograph on the identification card where brightness or luminosity changes by more than a threshold. If the matching rate between the two identified contour features is greater than a threshold, the face recognition program 95 determines that the guest and the person in the photograph on the identification card are the same. Because the face recognition program 95 performs identity verification, the burden on the concierge 15 is reduced.

[0205] In the embodiment, an example has been described in which the concierge 15 manually acquires reservation information and usage information by accessing the reservation management system using the facility name and the guest's name. However, the process of acquiring reservation information and usage information from the reservation management system using the facility name and the guest's name may be performed automatically. Specifically, the terminal application program 94 implemented in the management terminal 30 accesses the reservation system based on the facility name acquired from the facility terminal 20 and the URL, account, and password of the reservation system pre-stored in the memory 32 to acquire (download) the reservation information or usage information. From the downloaded reservation information or usage information, the terminal application program 94 acquires reservation information or usage information registered with the same name as the guest checking in or checking out as specific reservation information or specific usage information. Because the specific reservation information and specific usage information are acquired automatically, the workload of the concierge 15 is reduced.

[0206] In the embodiment, an example has been described in which the guest image, the identification card image, the specific reservation information, and the guest input information are displayed on one screen on the first personal identification screen shown in Fig. 10(B). However, the guest image, the identification card image, the specific reservation information, and the guest input information may each be displayed on a separate screen (a pop-up screen).

[0207] In the embodiment, an example has been described in which the management terminal 30 (terminal application program 94) determines whether the guest checking in is a foreign national who needs to be identified by an ID card, or a Japanese national who does not need to be identified by an ID card (step S32 in FIG. 3). However, the concierge 15 may also determine whether the guest is a foreign national or a Japanese national. In this case, in steps S32 to S34, the display screen is not changed depending on the specified language, and the management terminal 30 displays the image indicated by the image data transmitted by the facility terminal 20 on the display 33 as is.

[0208] In the embodiment, an example has been described in which a cash payment machine 60 to which the management terminal 30 cannot directly input payment information is used, and payment information is input to the cash payment machine 60 via a payment QR code image. However, a cash payment machine 60 to which the management terminal 30 can directly input payment information may also be used. Specifically, the cash payment machine 60 may have a communication interface connected to the Internet 14. In this case, the management terminal 30 associates the guest identification information, facility name, and room number with the payment information and uploads them to a web server (not shown). The cash payment machine 60 downloads the payment information associated with the guest identification information, facility name, and room number input by the guest from the web server. The cash payment machine 60 accepts cash payment based on the downloaded payment information. By using the web server, payment information can be input from the management terminal 30 to the cash payment machine 60. [Explanation of symbols]

[0209] 10. Service provision system 11. Accommodation 12. Management Center 13. Dispatch base 14. Internet 15. Concierge 20 Facility-installed terminal 21 CPU (first controller) 22. Memory 23 Display (1st display) 24···Camera (1st camera) 25···Speaker (1st speaker) 26. Microphone (first microphone) 27 Input interface (first input interface) 28 Communication interface (first communication interface) 30 Management terminal 31 CPU (second controller) 32··· memory (second memory) 33···Display (Second Display) 34···Camera (2nd camera) 35···Speaker (2nd speaker) 36···Microphone (2nd microphone) 37 Input Interface 38 Communication interface (second communication interface) 40 servers 41 CPU (third controller) 48 Communication interface (third communication interface) 50···Dispatch communication terminal 60 Cash payment machine 63···Display (3rd display) 64···Camera (3rd camera) 68···Output Interface 70 Guest communication terminal (communication terminal) 80...Printing device 81 Card reader 92 Terminal application program 94 Terminal application program 95...Facial Recognition Program 99···Automatic translation software

Claims

1. A service providing method using a service providing system including a plurality of facility-installed terminals, a management terminal, and a server, each of which is connected to the Internet, comprising: the facility-installed terminal has a first controller, a first display, a first microphone, a first speaker, a first camera, a first input interface, and a first communication interface, and is installed in an accommodation facility; the management terminal has a second controller, a second display, a second microphone, a second speaker, a second camera, a second input interface, and a second communication interface, and is installed in a management center; the server is capable of executing a constant connection process for connecting the facility-installed terminal and the management terminal so that data including image data and audio data can be communicated between them; a facility identification information transmission process in which the facility terminal transmits a check-in request and facility identification information including a facility name or a facility terminal ID to the management terminal via the Internet and the server; a confirmation information transmission process for transmitting, to the management terminal via the Internet and the server, personal identification information including the personal identification image data generated by the first camera by capturing an image of the guest and their identification card, and the input name; The management terminal is a confirmation information display process for displaying the personal identification information on the second display; A check-in process for registering check-in details including a check-in date; a first step of displaying specific reservation information corresponding to the facility name and the name among reservation information published on a website on the second display; a second step of verifying the identity of the user based on the specific reservation information and the identity verification information displayed on the second display; a third step in which the management terminal executes the check-in process.

2. The above service providing system a cash payment machine having a third camera; a printing device connected to the facility-installed terminal, The above facility-installed terminals are: a check-out request transmission process can be executed to transmit a check-out request including the input room specification information or guest specification information including the name and the facility specification information to the management terminal via the Internet and the server; The management terminal is A cash payment QR code generation process can be executed to generate cash payment QR code image data indicating payment information, a fourth step of displaying, on the second display, specific use information corresponding to the guest specific information and the facility specific information among the use information published on the website; and a fifth step of generating the cash payment QR code image data based on the specific use information and transmitting the generated QR code image data to the facility-installed terminal, The above facility-installed terminals are: Execute a printing process to cause the printer to print a cash payment QR code image indicated by the received cash payment QR code image data; The cash payment machine is The service providing method according to claim 1 , further comprising capturing an image of the QR code for cash payment by the third camera, obtaining payment information from the QR code for cash payment, and accepting cash payment.

3. the cash payment machine has a third display and an output interface to which the third display and the facility-installed terminal are connected; The facility-installed terminal executes a screen data transfer process to transmit screen data input from the cash settlement machine to the management terminal via the Internet and the server, 3. The service providing method according to claim 2, wherein the management terminal executes a screen sharing process for displaying the received screen data on the second display.

4. The above facility-installed terminals are: an issuance request transmission process can be executed to transmit a guide QR code issuance request including room identification information or guest identification information including the name, and the facility identification information, to the management terminal via the Internet and the server; The management terminal is a guide QR code generation process for generating guide QR code image data including a communication address and identification information for connecting to the management terminal through the server based on the guest identification information included in the guide QR code issuance request; a guide QR code transmission process for transmitting the guide QR code image data to the facility-installed terminal via the Internet and the server, The above facility-installed terminals are: a guidance QR code display process for displaying a guidance QR code image indicated by the received guidance QR code image data on the first display; a sixth step of generating the guide QR code image data after the check-in process is executed, and transmitting the guide QR code image data to the facility terminal via the Internet and the server; 2. The service providing method according to claim 1, wherein the server executes a constant connection process for connecting the communication terminal that has made the connection request including the identification information and the management terminal so that image data and audio data can be communicated between them.

5. the management terminal further includes a second memory for storing a translation program; The above facility-installed terminals are: executes a designated language transmission process for transmitting the designated language received through the first input interface to the management terminal via the Internet and the server; The management terminal is The service providing method according to claim 1, further comprising: converting the speech represented by the input speech data from the specified language to a specific language; and performing a translation process to convert the speech represented by the output speech data from the specific language to the specified language.

6. a plurality of facility-installed terminals each having a first controller, a first display, a first microphone, a first speaker, a first camera, a first input interface, and a first communication interface, and each of which is installed in the accommodation facility and connected to the Internet; a management terminal having a second controller, a second display, a second microphone, a second speaker, a second camera, a second input interface, and a second communication interface, the management terminal being installed in a management center and connected to the Internet; a server having a third controller and a third communication interface and connected to the Internet; The first controller execute a connection request transmission process to transmit a connection request including a check-in request and facility identification information including a facility name or a facility terminal ID to the server via the Internet; The third controller executes a connection request notification sending process for sending a connection request notification including the facility identification information to the management terminal via the Internet based on the reception of the connection request; The second controller a connection request screen display process for displaying a connection request screen including the facility identification information on the second display based on reception of the connection request notification; a connection permission transmission process for transmitting a connection permission to the server via the Internet based on reception of a connection instruction operation through the second input interface; The third controller Based on the reception of the connection permission, a constant connection process is executed to connect the facility-installed terminal and the management terminal so that they can communicate with each other; In the case of constant connection, the second controller executes an instruction information transmission process for transmitting the voice data and image data to the facility-installed terminal via the server; In the case of constant connection, the first controller an instruction information output process for outputting a sound represented by the input audio data from the first speaker or displaying an image represented by the input image data on the first display; a confirmation information transmission process for transmitting the personal identification image data generated by the first camera by capturing an image of the guest and the identification card, and the personal identification information including the input name of the guest, to the management terminal via the Internet and the server; In the case of constant connection, the second controller a specific reservation information acquisition process for acquiring specific reservation information corresponding to the name and the facility specific information from the reservation usage management system via the Internet; a confirmation information display process for displaying the personal identification image indicated by the personal identification image data, the name, and the specific reservation information on the second display; and a check-in process for registering check-in details including a check-in date based on receipt of input of a check-in instruction through the second input interface.

7. a cash payment machine having a third camera; a printing device connected to the facility-installed terminal, The first controller execute a check-out request transmission process for transmitting a check-out request including the room specifying information or the guest specifying information including the name input through the first input interface and the facility specifying information to the management terminal via the Internet and the server; The second controller a specific use information acquisition process for acquiring specific use information corresponding to the guest specific information and facility name from the reservation use management system; a cash payment QR code generation process for generating cash payment QR code image data indicating payment information based on the specific use information; a cash payment QR code transmission process for transmitting the cash payment QR code image data to the facility-installed terminal via the Internet and the server; The first controller Execute a printing process to cause the printer to print a cash payment QR code image indicated by the received cash payment QR code image data; The cash payment machine is The service providing system according to claim 6 , further comprising: causing the third camera to capture the cash payment QR code image; and executing a payment information acquisition process for reading payment information from the cash payment QR code image.

8. the cash payment machine has a third display and an output interface to which the third display and the facility-installed terminal are connected; The first controller Execute a screen data transfer process to acquire screen data input from the cash settlement machine and transmit it to the management terminal via the Internet and the server; The second controller The service providing system according to claim 7 , further comprising: a screen sharing process for displaying the received screen data on the second display.

9. The first controller executes an issuance request transmission process for transmitting a guide QR code issuance request including the room identification information or the guest identification information including the name and the facility identification information to the management terminal via the Internet and the server; The second controller a guide QR code generation process for generating guide QR code image data including a communication address and identification information for connecting to the management terminal through the server based on the guest identification information; a guide QR code transmission process for transmitting the guide QR code image data to the facility terminal via the Internet and the server; The first controller The service providing system according to claim 6 , further comprising: a guide QR code display process for displaying a guide QR code image indicated by the received guide QR code image data on the first display.

10. the management terminal further includes a second memory for storing a translation program; The first controller executes a designated language transmission process for transmitting the designated language received through the first input interface to the management terminal through the first communication interface and the server; The second controller The service providing system of claim 6, further comprising a translation process for converting the voice represented by the input voice data from the specified language to a specific language, and converting the voice represented by the output voice data from the specific language to the specified language.

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