Check-in support system, check-in support method

Abstract

We provide check-in support systems and methods that further reduce the hassle of customer check-in procedures. [Solution] A method to be performed by a system that assists with check-in procedures, comprising: a first device receiving a reservation; the first device receiving a designation for check-in assistance; the first device transmitting pre-check-in data to a second device; a check-in unit reading a code image displayed on a mobile terminal, extracting customer identification information from the code image, and transmitting it to the second device; the second device extracting guest information from the pre-check-in data based on the customer identification information and transmitting it to a terminal device at the accommodation facility; and the terminal device receiving input from a person who has confirmed the guest information to approve the check-in procedure, and transmitting data indicating that the check-in procedure has been approved to the second device.

Description

Technical Field

[0001] The present disclosure relates to a check-in support system and a check-in support method.

Background Art

[0002] Japanese Unexamined Patent Application Publication No. 2024-2612 (Patent Document 1) discloses a head office system having a reservation management server that manages hotel reservations of a plurality of accommodation facilities in association with customer membership information, and a store system provided in each of the accommodation facilities whose hotel reservations are managed by the reservation management server. In the system, the head office system stores customer face image data in association with the membership information, extracts the scheduled hotel guests for each hotel from the hotel reservations managed by the reservation management server, and creates feature point data for face authentication from the face image data of the corresponding customers for each hotel for the extracted scheduled hotel guests for each hotel, and transmits the data to the corresponding hotels. The store system stores the feature point data for face authentication transmitted from the head office system, and uses the stored feature point data for face authentication to perform face authentication of the face image of the check-in applicant captured by a check-in device equipped with imaging means, and shares the result of the face authentication with the check-in device. A check-in support method is described.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] One of the objectives of the specific aspects according to the present disclosure is to further reduce the labor of the customer's check-in procedure.

Means for Solving the Problems

[0005] [1] One aspect of the check-in support method relating to this disclosure is: A method performed in a system that assists with check-in procedures, The first information processing device accepts the customer's accommodation reservation via the website in the first step, The first information processing device accepts the reservation and, in conjunction with the second step, the designation of check-in assistance at the accommodation facility, The third step involves the first information processing device generating pre-check-in data which includes at least customer identification information, which is information that can identify the customer, and guest information, which is information necessary for the check-in procedure, and transmitting the pre-check-in data to the second information processing device. A fourth step involves a check-in unit installed at the accommodation facility reading a code image displayed on the customer's mobile device, which includes the customer identification information, extracting the customer identification information from the code image, and transmitting the customer identification information to the second information processing device. The second information processing device extracts the guest information from the pre-check-in data corresponding to the customer based on the customer identification information and transmits the guest information to a terminal device installed at the accommodation facility, The terminal device receives input from a person in charge of the accommodation facility who has confirmed the guest information, and transmits data indicating that the check-in procedure has been approved to the second information processing device in a sixth step. This is a check-in support method that includes [specific feature / method]. [2] One aspect of the check-in support system relating to this disclosure is: A system that assists with check-in procedures, First information processing device and A second information processing device is connected to the first information processing device in a manner that enables communication between them, A terminal device installed in the accommodation facility and connected to each of the first and second information processing devices in a manner that enables communication between them, A check-in unit installed in the aforementioned accommodation facility and connected to the aforementioned terminal device, Includes, The first information processing device has means for receiving a customer's reservation for accommodation at a hotel via a website, receiving a designation for check-in assistance at the said hotel, generating pre-check-in data which includes at least customer identification information which is information that can identify the customer and guest information which is information necessary for the check-in procedure, and transmitting said pre-check-in data to the second information processing device. The check-in unit has means for reading a code image displayed on the customer's mobile device, which includes the customer identification information, extracting the customer identification information from the code image, and transmitting the customer identification information to the second information processing device. The second information processing device has means for extracting guest information from the pre-check-in data corresponding to the customer based on the customer identification information and transmitting the guest information to the terminal device. The terminal device has means for receiving input of an approval operation for the check-in procedure by a person in charge of the accommodation facility who has confirmed the guest information, and for transmitting data indicating that the check-in procedure has been approved to the second information processing device. This is a check-in support system.

[0006] The above configuration can further reduce the effort required for customers to check in. [Brief explanation of the drawing]

[0007] [Figure 1] Figure 1 is a block diagram showing the configuration of a lodging management system according to one embodiment. [Figure 2] Figure 2 is a block diagram showing an example configuration of the online reservation management server 10. [Figure 3] Figure 3 is a block diagram showing an example configuration of the accommodation management server 11. [Figure 4] Figure 4 is a schematic perspective view showing an example configuration of the check-in unit 14. [Figure 5] Figure 5 is a diagram illustrating an example of the data structure of reservation data. [Figure 6] Figure 6(A) is a diagram illustrating an example of the data structure for pre-check-in data. Figure 6(B) is a diagram illustrating an example of the data structure for data targeted for push notifications. [Figure 7] Figure 7 shows an example of how a reservation is displayed on a customer's mobile device 2. [Figure 8] Figure 8 shows an example of how a membership card is displayed on a customer's mobile device 2. [Figure 9] Figure 9 is a flowchart showing the operation procedure for information processing from reservation to check-in in the customer management system of this embodiment. [Modes for carrying out the invention]

[0008] Figure 1 is a block diagram showing the configuration of one embodiment of a lodging management system. The lodging management system 1 is for managing customer accommodations at lodging facilities such as hotels and inns, specifically for processing information related to reservation procedures, check-in procedures, and check-out procedures. In this specification, this lodging management system 1 corresponds to the "check-in support system." The following will mainly describe the check-in procedure in detail.

[0009] The accommodation management system 1 is connected to the customer's terminal device 2 via a communication line 3 such as the Internet. This accommodation management system 1 consists of a net reservation management server 10, an accommodation management server 11, a staff terminal 13, and a check-in unit 14.

[0010] In this embodiment, it is assumed that the staff terminal 13 and the check-in unit 14 are installed within the accommodation facility, and the online reservation management server 10 and the accommodation management server 11 are installed at locations outside the accommodation facility (for example, a data center). Also, the customer's terminal device 2 is a portable information processing device, such as a smartphone. In this embodiment, it is assumed that an application software (so-called app) provided by the accommodation facility is installed on the customer's terminal device 2.

[0011] The online reservation management server 10 and the accommodation management server 11 are interconnected and communicably connected via a communication line 3 (or other dedicated lines). In this embodiment, it is assumed that the online reservation management server 10 and the accommodation management server 11 are installed in separate facilities, but they may be installed in the same facility. Also, the accommodation management server 11 may be installed together within the accommodation facility. In that case, the accommodation management server 11 and the staff terminal 13 are communicably connected via an in-house network. Also, the staff terminal 13 and the check-in unit 14 are communicably connected to each other via, for example, a network (LAN) installed within the accommodation facility.

[0012] The online reservation management server 10 is a computer system (i.e., an information processing device) in which a business entity operating a plurality of accommodation facilities has an external responsibility regarding the service content provided, and the actual management and operation are entrusted to an external contractor or the like. For example, it is installed in the data center of an external contractor or the like that has received a management commission. This online reservation management server 10 has functions such as providing a website on the Internet for customers to make reservations for accommodation facilities, managing customer data, and notifying (transmitting) information to customers with upcoming accommodation reservations using webmail or the like.

[0013] When a reservation for an accommodation facility is made on the website operated by the online reservation management server 10, the accommodation management server 11 receives data indicating the details of the reservation (hereinafter referred to as "reservation data") from the online reservation management server 10 via the communication line 3, and stores the reservation data in a database. It is a computer system (i.e., an information processing device) for performing management related to reservations. In addition, the accommodation management server 11 performs information processing related to customer check-in procedures, check-out procedures, etc. at the accommodation facilities operated by the business entity.

[0014] The staff terminal 13 is communicably connected to the online reservation management server 10 and the accommodation management server 11 via the communication line 3, and is an information terminal used by the accommodation facility staff to display customer data, reservation data, etc., or to input and modify information as appropriate. The staff terminal 13 can be configured by causing a general personal computer equipped with, for example, an input unit and a display unit to execute a predetermined program (software). Note that the function of performing processing with the online reservation management server 10, etc., and the function of performing processing related to the in-facility system such as processing with the check-in unit 14 may be separated, and staff terminals related to each function may be provided.

[0015] The check-in unit 14 is installed at the front desk of the accommodation facility and is a unit used for customers to perform self check-in procedures without going through the accommodation facility staff. In this embodiment, as will be described in detail later, the check-in procedures can be easily completed by presenting information such as a code image displayed on the terminal device 2 held by the customer to this check-in unit 14.

[0016] Each of the above-mentioned online reservation management server 10 and accommodation management server 11 can be configured using a computer system equipped with a processor that performs information processing by executing programs, ROM that stores basic control programs, RAM that temporarily stores data necessary for the processor's information processing, and a storage device for storing data. Below, the configuration of the online reservation management server 10 and accommodation management server 11 will be described using functional blocks that focus on each function realized by executing programs on the processor.

[0017] Figure 2 is a block diagram showing an example configuration of the online reservation management server 10. The online reservation management server 10 consists of a control unit 20, a communication unit 21, a member database (DB) 22, and a push notification DB 23.

[0018] The control unit 20 controls the overall operation of the online reservation management server 10, including storing information about customers who have been registered in advance in the member database 22 and modifying that information as needed, and includes a reservation processing unit 24 and a notification processing unit 25.

[0019] The communication unit 21 performs processing to enable the control unit 20 to communicate information with the accommodation management server 11, etc. Specifically, the communication unit 21 performs processing to transmit data handed over from the control unit 20, and processing to receive data sent from the accommodation management server 11, etc. and pass it on to the control unit 20.

[0020] The Member DB22 is a storage device that stores member data, which is data indicating information about customers who have registered as members. Member information includes, for example, the member ID (identification code) assigned to each customer, a member card image, name, address, telephone number, and email address. In the case of so-called corporate members, information about the company to which the customer belongs is also stored as member information.

[0021] The push notification DB23 is a storage device that receives push notification target data sent from the accommodation management server 11 from the notification processing unit 25 of the control unit 20 and stores this push notification target data. Details of the push notification target data will be described later.

[0022] The reservation processing unit 24 has functions such as operating a website on the internet for customers to make reservations for accommodations, and transferring reservation data for reservations made through that website to the accommodation management server 11.

[0023] The notification processing unit 25 has a function to notify (send) information to the customer's terminal device 2 using a push notification function at a predetermined time (for example, a predetermined time the day before the stay) based on the push notification target data handed over from the reservation management server 12.

[0024] Figure 3 is a block diagram showing an example configuration of the accommodation management server 11. The accommodation management server 11 is composed of a control unit 30, a communication unit 31, a reservation DB 32, and a check-in DB 33.

[0025] The control unit 30 controls the overall operation of the accommodation management server 11, including storing customer reservation data in the reservation DB 32 and storing pre-check-in data, which is data indicating information about self-check-in by the customer, in the check-in DB 33. It is composed of a reservation DB management unit 34, a push notification target data generation unit 35, and a check-in DB management unit 36.

[0026] The communication unit 31 performs processing for the control unit 30 to communicate information with the online reservation management server 10 and the like. Specifically, the communication unit 31 performs processing to transmit data handed over from the control unit 30, and processing to receive data sent from the reservation management server 12 and pass it on to the control unit 20.

[0027] The reservation database 32 is a storage device that receives reservation data handed over from the online reservation management server 10 from the reservation database management unit 34 of the control unit 30 and stores the reservation data. Examples of reservation data include the reservation holder's member ID, name, address, telephone number, email address, reservation date, reservation facility, and accommodation details (single, twin, etc.). In the case of so-called corporate members, information about the company to which the customer belongs is also stored as member information.

[0028] The check-in DB 33 is a storage device that stores pre-check-in data, which is data summarizing a customer's request for a simplified check-in procedure and the information necessary for check-in. The pre-check-in data is transmitted from the online reservation management server 10, received by the communication unit 31, and stored in the check-in DB 33 by the check-in DB management unit 36.

[0029] The reservation database management unit 34 manages reservation data, such as storing the reservation data received from the online reservation management server 10 in the reservation database 32.

[0030] The push notification data generation unit 35 generates push notification data based on the reservation data stored in the reservation DB 32 and the pre-check-in data stored in the check-in DB 33. The generated push notification data is transmitted to the online reservation management server 10 via the communication unit 31.

[0031] The check-in DB management unit 36 ​​manages pre-check-in data, such as storing the pre-check-in data received from the online reservation management server 10 in the check-in DB 33.

[0032] Figure 4 is a schematic perspective view showing an example configuration of the check-in unit 14. The check-in unit 14 in the illustrated example includes a display unit 40 with a touch panel, a two-dimensional code reader 41, and a credit card payment unit 42.

[0033] The display unit 40 displays various information related to the check-in procedure. For example, the display unit 40 displays information prompting the customer to display a two-dimensional code on their terminal device 2 and hold the code over the two-dimensional code reader 41. Furthermore, once the customer's name and accommodation details (dates, plan, etc.) are identified by scanning the two-dimensional code, that information is displayed on the display unit 40.

[0034] The two-dimensional code reading unit 41 is equipped with an optical scanner and the like, and reads the two-dimensional code displayed on the customer's terminal device 2 and extracts the information contained in the two-dimensional code.

[0035] The credit card payment section 42 is used when a customer pays for accommodation using a credit card, and is equipped with input keys, a credit card slot, and the like.

[0036] Figure 5 is a diagram illustrating an example of the data structure of reservation data. Reservation data includes, for example, information that identifies the accommodation facility, such as the store code, parent number (parent number No.), reservation number (reservation No.), check-in date, number of nights, number of people, information that identifies the accommodation plan, such as the plan code, number of rooms, guest name (in katakana), reservation holder name (in katakana), telephone number, mobile phone number, email address, and arrival time. Note that only the main data is listed above, but other data may be included as appropriate. Reservation data is generated by the reservation processing unit 24 of the control unit 20 of the online reservation management server 10.

[0037] Figure 6(A) is a diagram illustrating an example of the data structure of pre-check-in data. Pre-check-in data includes at least information that can identify a customer (customer identification information) and information necessary for the check-in procedure, such as the guest's name (phonetic spelling), gender, address (postal code), address (prefecture), address (city / town / village), address (street number), telephone number, mobile phone number, date of birth, occupation, previous accommodation, destination, check-in date, and number of nights. Pre-check-in data is generated by the reservation processing unit 24 of the control unit 20 of the online reservation management server 10. Of the information, the guest's name (phonetic spelling), gender, address (postal code), address (prefecture), address (city / town / village), address (street number), telephone number, mobile phone number, date of birth, and occupation can be extracted from member data stored in the member DB 22. In addition, information such as the check-in date and number of nights can be extracted from reservation data. Information other than required information such as name and address (for example, place of stay before arrival, destination, etc.) may be left blank.

[0038] Figure 6(B) is a diagram illustrating an example of the data structure of data to be included in push notifications. The data to be included in push notifications includes information such as parent number (parent number No.), child number (child number No.), and check-in date. The data to be included in push notifications is generated by the push notification data generation unit 35 of the control unit 30 of the accommodation management server 11. The parent number and check-in date information can be extracted from the reservation data.

[0039] Figure 7 shows an example of how a reservation is displayed on a customer's mobile device 2. Here, a specific example of the information displayed on the screen when completing a reservation after selecting a lodging plan and specifying the lodging dates is shown. This information is displayed on the screen of the mobile device 2 based on data transmitted to the mobile device 2 via the communication line 3 by the reservation processing unit 24 of the online reservation management server 10. In this example, it is assumed that the customer (△△△△ in the illustration) has already signed in (logged in) to the reservation website using their member ID and password.

[0040] The screen includes a display unit 50 that is touched to display the customer's membership card, a display unit 51 that is touched to select the payment method for the accommodation fee, a display unit 52 that is touched to select whether or not to perform pre-check-in, and a display unit 53 that is touched to confirm the reservation procedure. Customers who wish for a simplified check-in procedure can specify pre-check-in (check-in assistance) by selecting the "Perform" option on display unit 52.

[0041] Figure 8 shows an example of how a membership card is displayed on a customer's mobile device 2. The screen includes a display unit 54 that displays a two-dimensional code containing information that can identify the customer (customer identification information), and a display unit 55 that displays an identification code assigned to each customer. For example, the customer's name can be used as the customer identification information included in the two-dimensional code. By specifying that they wish to check in in advance, customers can automatically complete the check-in procedure on the day of their stay by having the check-in unit 14 read this two-dimensional code.

[0042] Figure 9 is a flowchart showing the operational procedures for information processing from reservation to check-in in the customer management system of this embodiment. Note that the order of the processes shown here can be changed as long as it does not result in inconsistencies or contradictions in the information processing results, and it is also possible to add other processes that are not explicitly shown here.

[0043] The reservation processing unit 24 of the online reservation management server 10 processes the acceptance of accommodation reservations in response to information input from the customer's mobile terminal 2 (step S11). Specifically, it accepts information necessary for the reservation, such as the accommodation plan, accommodation dates, and guest name. If the customer is a registered member and is signed in to the reservation site, inputting the guest name and other information is optional. In this case, customers who wish to check in in advance select an option to that effect (see Figure 7). If advance check-in is specified, the online reservation management server 10 accepts the advance check-in specification along with the reservation.

[0044] The reservation processing unit 24, upon receiving a reservation, generates reservation data indicating the details of the reservation and transmits the reservation data to the accommodation management server 11 via the communication unit 21 (step S12). The transmitted reservation data is received by the reservation DB management unit 34 of the control unit 30 via the communication unit 31 of the accommodation management server 11 and stored in the reservation DB 32.

[0045] Furthermore, if the reservation processing unit 24 has specified that the guest wishes to check in in advance (step S13; YES), it generates advance check-in data and sends it to the accommodation management server 11 via the communication unit 21 (step S14). The transmitted advance check-in data is received by the check-in DB management unit 36 ​​via the communication unit 31 of the accommodation management server 11 and stored in the check-in DB 33.

[0046] The push notification data generation unit 35 of the accommodation management server 11 extracts guests who are scheduled to stay the day before their stay at a predetermined time (for example, at 12:00 every day), generates push notification data, and sends it to the online reservation management server 10 (step S15). The transmitted push notification data is received by the notification processing unit 25 of the online reservation management server 10 and stored in the push notification DB 23. The notification processing unit 25 also identifies customers scheduled to stay the following day based on this push notification data and sends accommodation information text, images, etc., to the customer's terminal device 2 using the push notification function of the application software.

[0047] Subsequently, on the day of the stay, the customer has the QR code reader 41 of the check-in unit 14 read the membership card (QR code) displayed on their mobile device 2. The check-in unit 14 extracts the customer identification information (the customer's name in this embodiment) from the read QR code and sends this customer identification information to the staff terminal 13. The staff terminal 13 transmits the customer's name data, which is the customer identification information, to the accommodation management server 11. The check-in DB management unit 36 ​​of the accommodation management server 11 searches the check-in DB based on the customer's name, which is the customer identification information, and if corresponding pre-check-in data exists, it transmits its contents to the staff terminal 13. The staff terminal 13 completes the check-in procedure based on the delivered pre-check-in data (step S16). Completion of the check-in procedure here means, for example, that the staff confirms the contents of the pre-check-in data displayed on the screen of the staff terminal 13 and approves the customer's check-in by performing a predetermined operation. Once the check-in is approved, data indicating this is transmitted from the staff terminal 13 to the accommodation management server 11.

[0048] In other words, in this embodiment, the staff terminal 13 can automatically receive various guest information necessary for the check-in procedure, such as the customer's name, address, and telephone number, by referring to the pre-check-in data. Therefore, the customer does not need to do anything special other than hold the QR code of their membership card over the check-in unit 14 when checking in. In short, from the customer's perspective, the check-in procedure is automatically completed by reading the membership card with the QR code.

[0049] If no prior check-in is specified (Step S13; NO), the normal check-in procedure will be carried out on the day of the stay (Step S17). That is, for example, the front desk staff or the check-in unit 14 will carry out the procedures such as the customer presenting necessary information for check-in, such as their name, and payment of fees.

[0050] According to the above embodiment, customers can simply specify "pre-check-in" when making a reservation, and on the day of their stay, they can complete the check-in procedure by holding their membership card (QR code) over the check-in unit 14, thus further reducing the hassle of the check-in process.

[0051] This disclosure is not limited to the embodiments described above, and can be modified and implemented in various ways within the scope of the gist of this disclosure. For example, in the embodiments described above, it was assumed that the customer made a hotel reservation using a mobile terminal 2, but the hotel reservation may be made using a personal computer or the like other than a mobile terminal. Also, in the embodiments described above, the online reservation management server 10 and the hotel management server 11 were physically separated, but their functions may be consolidated into a single server (information processing device). Also, in the embodiments described above, the customer's name was used as an example of customer identification information, but the customer's telephone number (including mobile number) may be used as customer identification information. In other words, any information that can uniquely identify a customer can be used as customer identification information. [Explanation of Symbols]

[0052] 1: Accommodation management system (check-in support system) 2: Mobile devices 3: Communication lines 10: Online reservation management server 11: Accommodation management server 13: Staff terminal 14: Check-in unit 20: Control Unit 21: Communications Department 22: Member Database 23: Push Notification Database 24: Reservation Processing Section 25: Notification Processing Unit 30: Control Unit 31: Communications Department 32: Reservation Database 33: Check-in DB 34: Reservation Database Management Department 35: Push notification target data generation unit 36: Check-in DB Management Department 40: Display section 41: 2D code reading unit 42: Credit Card Payment Department

Claims

1. A method performed in a system that assists with check-in procedures, The first information processing device accepts the customer's accommodation reservation via the website in the first step, The first information processing device accepts the reservation and, in addition, accepts the designation of check-in assistance at the accommodation facility in a second step, The third step involves the first information processing device generating pre-check-in data which includes at least customer identification information, which is information that can identify the customer, and guest information, which is information necessary for the check-in procedure, and transmitting the pre-check-in data to the second information processing device. A fourth step involves a check-in unit installed at the accommodation facility reading a code image displayed on the customer's mobile device, which includes the customer identification information, extracting the customer identification information from the code image, and transmitting the customer identification information to the second information processing device. The second information processing device extracts the guest information from the pre-check-in data corresponding to the customer based on the customer identification information and transmits the guest information to a terminal device installed at the accommodation facility, The terminal device receives input from a person in charge of the accommodation facility who has confirmed the guest information, and transmits data indicating that the check-in procedure has been approved to the second information processing device in a sixth step. A check-in support method, including the following.

2. The aforementioned customer identification information is the name of the customer, The aforementioned guest information includes at least the name of the customer, The check-in support method according to claim 1.

3. The aforementioned customer identification information is the customer's telephone number, The aforementioned guest information includes at least the customer's telephone number, The check-in support method according to claim 1.

4. The aforementioned guest information further includes the date of stay for the aforementioned customer. The check-in support method according to claim 2 or 3.

5. The aforementioned code image is an image containing a two-dimensional code. The check-in support method according to claim 1.

6. A system that assists with check-in procedures, First information processing device and A second information processing device is connected to the first information processing device in a manner that enables communication between them, A terminal device installed in the accommodation facility and connected to each of the first and second information processing devices in a manner that enables communication between them, A check-in unit installed in the aforementioned accommodation facility and connected to the aforementioned terminal device, Includes, The first information processing device has means for receiving a customer's reservation for accommodation at a hotel via a website, receiving a request for check-in assistance at the said hotel, generating pre-check-in data which includes at least customer identification information which is information that can identify the customer and guest information which is information necessary for the check-in procedure, and transmitting said pre-check-in data to the second information processing device. The check-in unit has means for reading a code image displayed on the customer's mobile device, which includes the customer identification information, extracting the customer identification information from the code image, and transmitting the customer identification information to the second information processing device. The second information processing device has means for extracting guest information from the pre-check-in data corresponding to the customer based on the customer identification information and transmitting the guest information to the terminal device. The terminal device has means for receiving input of an approval operation for the check-in procedure by a person in charge of the accommodation facility who has confirmed the guest information, and for transmitting data indicating that the check-in procedure has been approved to the second information processing device. Check-in support system.

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