Third-party hotel guest communication system interfacing between hotels and externally available amenities

Abstract

The techniques herein are directed generally to a third-party hotel guest communication system interfacing between hotels and externally available amenities. In one embodiment, the systems and methods described herein provide an integrated communication to a hotel guest that includes typical "front desk" communication, but that also includes communication regarding other entities that are not a part of the hotel, such as external restaurants, event venues, excursion guides, and so forth. The third-party communication system may be based on a call-center interface with knowledge-based displays for call center operators, or may be an automated chatbot system. In either scenario, hotel guests are able to access what they need in regard to their travels quickly with a single call or a touch of a button on their communications device to the third-party communication system, regardless of whether it is in regard to the hotel or an external resource.

Description

[0001] THIRD-PARTY HOTEL GUEST COMMUNICATION

[0002] SYSTEM INTERFACING BETWEEN HOTELS

[0003] AND EXTERNALLY AVAILABLE AMENITIES

[0004] RELATED APPLICATION

[0005] This application claims priority to U.S. Provisional Application No. 63 / 610,940, filed December 15, 2023, entitled THIRD-PARTY HOTEL GUEST COMMUNICATION SYSTEM INTERFACING BETWEEN HOTELS AND EXTERNALLY AVAILABLE AMENITIES, by Kevin Bidner, et al., the contents of which are incorporated herein by reference.

[0006] TECHNICAL FIELD

[0007] The present disclosure relates generally to integrated hotel management systems, and, more particularly, to a third-party hotel guest communication system interfacing between hotels and externally available amenities.

[0008] BACKGROUND

[0009] Guest satisfaction is paramount to hotel operations. Sophisticated travelers expect top-notch service and flawless execution of operations during their stay. That is, in the realm of modem travel, hotel guests increasingly demand an unparalleled level of ease and comfort during their stays. Today’s travelers seek not just a place to rest their heads, but an immersive experience that caters to their individual needs and preferences. The concept of comfort extends beyond the physical aspects of a hotel room; it encompasses the entire guest journey from booking to check-out.

[0010] The contemporary traveler seeks a harmonious blend of technology, thoughtful design, and personalized services to create an environment that caters to their specific needs and desires. Hotels that prioritize and deliver on these expectations are not only meeting the demands of the present but are also positioning themselves as leaders in shaping the future of hospitality. At the forefront of guest expectations, in particular, is the seamless integration of technology. Travelers desire a frictionless experience, starting with an intuitive and user- friendly online booking process. Mobile check-ins, keyless room entry, and smart room controls have become essential features that empower guests with the ability to customize their environment at the touch of a button. Automation not only streamlines the check-in process but also allows guests to focus on enjoying their stay rather than dealing with administrative hassles.

[0011] At the same time, much of a hotel’s success is also based on the ability to efficiently allow for personalized guest communications regarding an array of amenities, whether internal or external to the hotel .

[0012] SUMMARY

[0013] The techniques herein are directed generally to a third-party hotel guest communication system interfacing between hotels and externally available amenities. Specifically, the systems and methods described herein provide an integrated communication to a hotel guest that includes typical “front desk” communication (e.g., stay information, billing, concierge, valet, help desk, etc.), but that also includes communication regarding other entities that are not a part of the hotel, such as external restaurants, event venues, excursion guides, and so forth. The third-party communication system may be based on a call-center interface with knowledge-based displays for call center operators, or may be an automated chatbot system. In either scenario, hotel guests are able to access what they need in regard to their travels quickly with a single call or a touch of a button on their communications device to the third-party communication system, regardless of whether it is in regard to the hotel or an external resource. Note further that the third-party communication system herein may also have access to historical traveler information for the particular guest, such as behavior and / or preference tracking, loyalty memberships and tiering, payment information (personal and / or hotel room charging), thus enhancing the guest’s overall personalized travel experience. By knowing more than any one of the other entities individually, the third-party communication system herein is a centralized information hub for the traveler, offering information on and / or connections to those other entities to achieve the desired results in one single communication interface, accordingly.

[0014] In the present disclosure, in one embodiment, certain aspects of the techniques herein may be implemented within a hotel by providing a communication terminal in each guest's assigned room. Such devices may communicate with a server and software system to provide on-demand access to both static and dynamic information and provided content. An interactive interface on the communication terminals provides coordination between the guest and the hotel to thus manage guest communication, scheduling, and overall satisfaction, accordingly. Alternatively, or in addition, a travel-based application (e.g., hotel specific or otherwise) executing on a user’s personal device may be configured to operate in accordance with the techniques described herein.

[0015] Other embodiments of the present disclosure may be discussed in the detailed description below, and the summary above is not meant to be limiting to the scope of the invention herein.

[0016] BRIEF DESCRIPTION OF THE DRAWINGS

[0017] The embodiments herein may be better understood by referring to the following description in conjunction with the accompanying drawings in which like reference numerals indicate identically or functionally similar elements, of which:

[0018] FIG. 1 illustrates an example system in accordance with one embodiment;

[0019] FIG. 2 illustrates an example system in accordance with one embodiment;

[0020] FIG. 3 illustrates an example method in accordance with one embodiment;

[0021] FIG. 4 illustrates an example system in accordance with one embodiment;

[0022] FIG. 5 illustrates an example system in accordance with one embodiment;

[0023] FIGS. 6A-6B illustrate an example interactive interface in accordance with one embodiment; FIG. 7 illustrates an example system in accordance with one embodiment;

[0024] FIG. 8 illustrates another example interactive interface in accordance with one embodiment;

[0025] FIG. 9 illustrates an example simplified procedure for managing room-based hotel communication terminal content based on guest information in accordance with one or more embodiments described herein, particularly from the perspective of a hotel server;

[0026] FIG. 10 illustrates another example simplified procedure for managing roombased hotel communication terminal content based on guest information in accordance with one or more embodiments described herein, particularly from the perspective of a communication terminal;

[0027] FIG. 11 illustrates an example implementation of an in-room hotel communication terminal; and

[0028] FIG. 12 illustrates an example simplified procedure for a third-party hotel guest communication system interfacing between hotels and externally available amenities in accordance with one or more embodiments described herein.

[0029] DESCRIPTION OF EXAMPLE EMBODIMENTS

[0030] As noted above, sophisticated travelers expect top-notch service and flawless execution of operations during their stay. Savvy travelers, in particular, expect seamless integration of technology into their lives on the go.

[0031] Travelers frequently find themselves in need of assistance, be it seeking recommendations, resolving issues, or addressing inquiries during their stay. However, the challenge lies in the compartmentalization of services, where hotels operate independently from external resources like restaurants, events, and tour excursions. This organizational separation often compels travelers to make multiple calls to different entities, each unaware of the full scenario or the traveler's specific needs. The disjointed communication channels can result in frustration for the traveler, as their questions and concerns may require input from various sources. This lack of seamless integration hinders the creation of a comprehensive and tailored experience, leaving travelers to navigate a fragmented landscape of information and assistance during their journey. Efforts to bridge these gaps and offer centralized support can significantly enhance the overall travel experience by providing travelers with a more cohesive and efficient means of addressing their diverse needs.

[0032] The techniques herein, therefore, provide a system and method for a third-party hotel guest communication system interfacing between hotels and externally available amenities. According to one or more embodiments of the disclosure as described in greater detail below, the systems and methods described herein provide an integrated communication to a hotel guest that includes typical “front desk” communication (e g., stay information, billing, concierge, valet, help desk, etc.), but that also includes communication regarding other entities that are not a part of the hotel, such as external restaurants, event venues, excursion guides, and so forth. As described below, the third- party communication system may be based on a call-center interface with knowledgebased displays for call center operators, or may be an automated chatbot system. In either scenario, hotel guests are able to access what they need in regard to their travels quickly with a single call or a touch of a button on their communications device to the third-party communication system, regardless of whether it is in regard to the hotel or an external resource. Note further that the third-party communication system herein may also have access to historical traveler information for the particular guest, such as behavior and / or preference tracking, loyalty memberships and tiering, payment information (personal and / or hotel room charging), thus enhancing the guest’s overall personalized travel experience. By knowing more than any one of the other entities individually, the third-party communication system herein is a centralized information hub for the traveler, offering information on and / or connections to those other entities to achieve the desired results in one single communication interface, accordingly. As will be understood by those skilled in the art, a "LAN" refers to a local area network, which is a computer network that interconnects computers within a limited area, such as a residence, a business, or an office building. Also, "PMS" refers to a property management system, which is a platform that enables a hotel or group of hotels to manage front-office capabilities, such as booking reservations, guest check-in / check-out, room assignment, managing room rates, billing, food and beverage operations, housekeeping and maintenance management, sales and catering, and revenue management.

[0033] One medium a hotel may use to deliver on-demand, customized content to hotel guests is a hotel-wide communications network based on placing communication terminals in every hotel room. These communication terminals may be a tablet computing device owned, rented, leased or licensed by the hotel, dedicated to an assigned room and configured with applications specific to guest interaction, as well as basic tablet computing functionality such as a touch screen, speakers and microphones, and network connectivity. Communication terminals may be off-the-shelf tablet computers, custom communications consoles, touch-screen televisions with wireless connectivity, or even systems similar to smart home controllers where a small computing module allows a guest to control audiovisual and other connected devices in their assigned room (e g., speakers and televisions, lights, curtains, etc.) via the interface and / or voice recognition, optionally with various additional machine learning / artificial intelligence capabilities.

[0034] Alternatively, in place of or in addition to the hotel-supplied terminals, a user (hotel guest) may use his or her own personal device, such as a smart phone, tablet, laptop, or other device with the capability of executing a hotel-based application, such as described herein.

[0035] To send customized content to specific communication terminals (or apps operating on user devices), a hotel may install a centralized control system for all communication terminals, in the form of a hotel server. The hotel server may be a dedicated server, programmed specifically for the task of determining information for a specific guest and providing appropriate configuration commands to the communication terminals. The hotel server is programmed to interface with multiple data repositories, including a PMS, loyalty rewards databases, and third-party content repositories.

[0036] Through structured query execution and API-based data retrieval, the server consolidates and processes guest-specific data to generate real-time, context-aware service recommendations. Based on inputs received, the hotel server may configure communication terminals throughout the hotel to load and display on-demand the content specifically targeted toward a guest accessing the communication terminal associated with their assigned room.

[0037] In one specific embodiment, the hotel server utilizes a structured data schema to manage communication terminal configurations across the hotel. Each terminal accesses pre-defined memory blocks within its boot directory, as instructed by the server. These memory blocks are dynamically updated based on guest profile data retrieved from centralized databases, ensuring the delivery of personalized content and services. The boot directory may contain all of the content specific to a hotel, divided into boot blocks associated with appropriate selection criteria. In this manner, boot code in the different sections of the boot directory may configure the communication terminals to load and display on-demand the content specifically targeted toward a guest accessing the communication terminal in their assigned room. In an embodiment, the communication terminals boot up and acquire content from the hotel server, content management system, or third party systems over the Internet. In certain embodiments, the terminals (in-room and / or user devices) may be further customized with user-specific and / or room-specific information, options, etc.

[0038] This disclosure relates to a method and system that implement the solution described above. One of skill in the art will realize that the methods and systems of this disclosure describe proscribed functionality associated with a specific, structured communications network interface, wherein a specially programmed server is configured to manage dedicated communication terminals or instances of an associated application on user devices. Specifically, the methods and systems, among other things, are directed to a third-party hotel guest communication system interfacing between hotels and externally available amenities. One of skill in the art will realize that these methods are significantly more than abstract data collection and manipulation, nor are they merely software-implemented human behavior.

[0039] Further, the methods provide a technological solution to a technological problem, and do not merely state the outcome or results of the solution. As an example, one technological hurdle to providing customized, on-demand content is the disparity of input sources the control software must interpret and act upon, and the variety of devices the hotel and / or user may employ as communication terminals. The hotel server described in this solution must be more than a simple router. Instead, the hotel server and communication terminal software that provides the solution disclosed herein is specifically designed to address the technical challenges described herein.

[0040] Referring to FIG. 1, the system 100 in one embodiment comprises a PMS 102, a hotel server 104, one or more guest information databases 110 (e.g., a loyalty rewards program database, a guest profile database, etc.), a content repository 112, an Internet 114, communication terminals 116 (e.g., located in each hotel room) interconnected on a hotel LAN 118, a guest services entity 120, and an automated scheduler 122. In such an embodiment, the hotel server 104 may include a processor 106 and a memory 108 configured to implement the method disclosed herein. The communication terminals 116 may alternatively or additionally include a processor 106 and memory 108 configured to implement the method disclosed herein, though not shown so as to not obfuscate the drawings.

[0041] The PMS 102 may be the administration and accounting system used by the hotel to identify guests, assign rooms at check-in, and store a record of a guest's registration information. The PMS 102 may be a server or database that resides within the hotel or at a remote location. The PMS 102 may have a wired or wireless communications connection to the hotel server 104. Through the communications connection, the PMS 102 may notify the hotel server 104 that a guest has been registered, and transmit pertinent registration information, such as the guest's name and assigned room.

[0042] The hotel server 104 may be a server installed in the hotel or remotely in the Cloud that manages the configuration of communication terminals 116 to load customized content. The hotel server 104 may have a wired or wireless connection to the Internet 114, allowing communication with a guest information database 110 and a content repository 112. The hotel server 104 may connect to the communication terminals 116 through a hotel LAN 118, or if the hotel server 104 is remotely located, through the Internet 114. The hotel server 104 may configure the communication terminals 116 to provide on-demand, customized content based on the guest information (e.g., loyalty tier level, personal information, other groupings of guests, and so on) of each individual guest.

[0043] The guest profile database 110 may store information pertaining to guests who have visited the hotel or affiliated hotels in the past. This information may include a guest's preference settings (e.g., wakeup call times, room temperature, and housekeeping services), as well as other information such as personal information (e.g., name, address, demographics, etc.). Access to this database, for example, may allow the interactive interface created for a guest to offer a guest's previous selections as default options in selection menus, among other things.

[0044] The guest information database 110 comprises one or more data stores for guest information, such as personal information (e.g., name, address, demographics, etc.), hotel or other loyalty databases (e.g., hotel rewards profiles and / or points, airline memberships, etc.), or other groupings of guests (e.g., conference attendee information, wedding guests, other events, and so on). The database(s) 110 may be public or private databases residing at the hotel or at a remote location. In some embodiments, one or more of the databases 110 may also be integrated with the PMS 102, allowing the hotel to send guest information directly to the hotel server 104, with no database query needed. For an example, in one embodiment, one particular type of database 110 is a loyalty rewards program database that may store information pertaining to guests who hold membership in the hotel's customer loyalty program. Customer loyalty information may comprise the guest's name and contact information, a customer loyalty program ID number, and categorization within one or more loyalty tiers (e.g., gold membership or platinum membership). Customer loyalty information may also include details about the guest's history with the hotel, hotel chain, and any other participating partners. For example, a loyalty rewards program database may store a record of nights stayed at the hotel, miles traveled on a partnered airline, or money spent on a loyalty credit card, and the rewards thereby earned.

[0045] The content repository 112 may store a body of media curated by a hotel administrator, by various advertisers, various group / event organizers, or by a third-party content specialist. The stored content may be tagged for applicability to different guests based on their inclusion within one or more identified groups, such as whether they are participating in a particular event, belong to a particular group, or have a particular loyalty tier level, and so on. The content repository 112 may be databases or libraries available online, a dedicated media storage server networked directly to the hotel server 104, or a partition or folder structure within hotel server 104 memory. The content repository 112 may also be a plurality of these sources, in any combination.

[0046] In some embodiments, the content repository 112 may reside within a content management system (CMS), located on a centrally located server, and accessible to hotel administration. The CMS may implement a graphical user interface (GUI) allowing content to be uploaded, edited, categorized (tagged), formatted using stored templates, routed for approval before publication, and published for access by the communication terminals 116. In such an embodiment, content curation and routing to more than one hotel's communication terminals may provide a solution scaled to multiple hotels participating in the same distribution of content, such as a distributed customer loyalty program. The communication terminals 116 may be located in each hotel room and may incorporate real-time voice and data communications, with the capability for both unidirectional (one-way) broadcast and bidirectional (two-way) interaction with the guest. As noted above, these devices may be off-the-shelf tablet computers or custom communications consoles, or they may also be smart home-style systems.

[0047] The communication terminals 116 may receive guest-based content from the content repository 112 over an Internet 114 connection with the hotel LAN 118. Communication terminals 116 may format and store the content and generate interfaces for the content appropriate to the type of devices used. The communication terminals 116 may accept a control signal from the hotel server 104 indicating which content they may load (e.g., format and / or information displayed), such as through initiating a real-time download of the content (activating a download from, or upload to, the terminals) or else through dictating how the terminals may boot up and load the content.

[0048] The hotel LAN 118 may be a closed hotel intranet carried over wired or wireless data channels, or any other communications channel in place throughout the hotel. The hotel LAN 118 provides connection between the hotel server 104 and the communication terminals 116.

[0049] The communication terminals 116 transmit structured response signals back to the hotel server 104, encapsulating guest interactions and preferences. These signals are processed by the server’s logic layer to update guest profiles in real time and trigger automated actions, such as scheduling housekeeping or ordering services, when they desire to check out, or other selections, as described further below. The hotel server 104 may communicate the guest response to a guest services entity 120. This may be an automated scheduler 122 that receives a signal containing the pertinent information and automatically updates a scheduling database or similar application. Alternately, the communication may be in the form of an email to a person or entity, such as those responsible for staffing and planning housekeeping services each day, review platforms, and so on. In some embodiments, the hotel server 104 may update the guest profile database 110 with this information.

[0050] Referring to FIG. 2, the system 200 in one embodiment comprises a PMS 102, a hotel server 104, a guest information database 110, an optional loyalty rewards program database 210, a content repository 112, and a communication terminal in an assigned room, hereinafter “communication terminal 212”. The hotel server 104 may contain logic for a query engine 202, a device address lookup table 204, and a user response handler 208. The communication terminal 212 may include a question gate 206, a communications terminal configuration engine 214, a formatting engine 216, a content selector 218, an interface builder 220, a GUI engine 222, and a device display / user interface 224.

[0051] The query engine 202 in the hotel server 104 may receive a guest's name (or other identification, such as a username, account number, or group identification, etc.) from the PMS 102 upon check-in and may send queries to the guest profile database 110 and loyalty rewards program database 210. Results of these queries may include the guest's loyalty tier level, loyalty rewards points accrued, and purchase history related to the loyalty rewards program, as well as a guest's preferences indicated and / or learned during previous stays at the hotel or its affiliated properties or other pertinent information. Query results may be used to generate a guest identification signal that may contain guest and loyalty data in an assigned room to select customized content as indicated by the query results, as described herein.

[0052] The hotel server 104 may also receive the guest's assigned room number from the PMS 102. This assigned room number may be sent to a device address lookup table 204 that may provide addressing information needed to signal the correct device (in this case, the communication terminal 212). The device address may be an IP address assigned by the hotel LAN, a MAC address programmed into a network adapter installed in the communication terminal, or some other unique address by which the device can be distinguished over the hotel LAN 118. The device address is sent over the hotel LAN 118 to configure the addressed communication terminal device to boot and configure its interactive interface as directed.

[0053] The communications terminal configuration engine 214 may receive the guest identification signal from the hotel server 104. The communications terminal configuration engine 214 may execute a set of commands instructing the communication terminal 212 in the assigned room to start up. The communications terminal configuration engine 214 may also configure the communication terminal 212 in the assigned room to display the interactive interface based the guest information provided to it by the hotel server. All communication terminals 116 may have the same content from which to choose, or else may be based on other formatting / content criteria.

[0054] Guest-facing content is curated and stored in a centralized content repository 112 (e.g., a content database), accessible via the hotel’s server infrastructure. The repository employs a relational database model, with metadata tagging to facilitate efficient retrieval and dynamic content delivery. Content is streamed to communication terminals or mobile devices over secure channels, ensuring real-time updates and contextual relevance. Updates to content in the content repository 112 may be automatically pushed down to communication terminals, or the communication terminals may be programmed to periodically monitor the content repository 112 for added, removed, or modified content. Content may also be updated multiple times in a draft state or "sandbox" area and be sent to communication terminals only when it is approved and published through a content management platform.

[0055] The communication terminal 212 may import content from the content repository 112. Content transmitted to the communication terminal 212 may be sent to a formatting engine 216. The formatting engine 216 may recognize content tagged as being already compatible with interactive interface requirements. Compatible content may be sent directly through with no modification. Files sent with no tagging or tagging that indicates a possible incompatibility may be ignored or may be modified by the formatting engine 216 to generate files that may be displayed and otherwise manipulated within the interactive interface.

[0056] Formatted content may be customized for a particular guest by passing through a content selector 218. A content selection signal generated by the communications terminal configuration engine 214 based on the content received from the communication terminal 212 may be used to filter the content and construct an interactive interface appropriate for each individual guest.

[0057] Selected content may be sent to an interface builder 220. The interface builder 220 may generate a graphical user interface (GUI) using markup code, such as HTML or XML. The GUI may also be implemented as machine logic, such as JavaScript, that may be integrated into a browser or other web-based application installed on the communication terminals, or as a non-transitory machine logic configuration for operating a computer processor. This interface, when instantiated by the processor may comprise links, buttons, text interface, and graphics. The interactive interface may also provide instructions and functionality allowing the guest to access a Web page or complete a simple form in order to take advantage of an offered (e.g., loyalty -based) reward.

[0058] A GUI engine 222 may be used to transmit the interactive interface to a device display / user interface 224. In a preferred embodiment, the device display / user interface 224 may be a touch screen capable of passing a user input signal back to the GUI engine 222. The GUI engine 222 may interpret user input as a menu selection, such as described herein.

[0059] Referring to FIG. 3, in block 302, a routine 300 receives registration information when a guest checks into a hotel, wherein the registration information includes the guest's name, assigned room, and stay duration. In block 306, routine 300 identifies a communication terminal installed in the assigned room (or else prepares a virtual terminal for use on a personal user device). In block 308, routine 300 constructs interactive interfaces, wherein the interactive interfaces are graphical user interfaces (GUIs) for display on the communication terminal in the assigned room (or on the personal user device). In block 310, routine 300 configures the communication terminal to display the interactive interface indicated for the assigned room.

[0060] Referring to FIG. 4, the system 400 comprises the addition of third-party database(s) 402 accessed by the hotel server 104 through the Internet 114.

[0061] A number of databases may be available online for access by the public or by paying subscribers. Such databases may contain, for example, purchase histories recorded by online retailers or credit card companies, restaurant menus and prices, events or activities, and so on. The databases may also record instances of social media check-in or geotagging at various businesses. Where the hotel has licensed access to such database(s), the communication terminals 116 may receive information from these databases (e.g., directly or via the hotel server 104). In some embodiments, a content management system, which manages content in the content repository 112, may also perform these database queries and provide appropriately tagged content to the communication terminals 116. In another embodiment, the hotel server 104 may query the third-party database(s) 402, either before, after, or concurrent with a query of the guest information database 110.

[0062] Notably, a guest may be linked to a large number of categories based on information returned by the third-party database query. The configuration engine in the communication terminal or the query engine in the hotel server may incorporate logic allowing categories to be prioritized and limited to a reasonable number. Prioritization logic may also be part of a third-party marketing service or be implicit in the third-party database records accessed.

[0063] Referring to FIG. 5, a system 500 comprises the addition of guest mobile devices 504, in communication with the hotel server 104 through a cellular / Wi-Fi network 502.

[0064] Guest mobile devices 504 may typically comprise cellular phones (smart phones) and tablet computers with communications enabled through either data connections provided by the guest's cellular service provider, or connection to the Internet over a local public or private Wi-Fi network, administered by a business or service at or near the guest's geographic location.

[0065] Guests may register their mobile devices as part of check-in at the hotel or, in certain embodiments, when they sign-up with a customer loyalty program. An invitation to download a mobile application may be sent to these mobile devices, or the communication terminals 116 in the guest's assigned room may display instructions for locating and downloading a mobile application over the Internet. Once installed, the mobile application may allow the guest mobile devices 504 to mirror the communication terminals 116 provided by the hotel, such as through an associated application (app).

[0066] Referring to FIG. 6A, the sample interactive interface 600 shows elements that may be included in the interactive interface generated for a typical communication terminal 602 located in the room of a guest who is a member of a particular grouping, such as a member of a loyalty rewards program.

[0067] A template used by the interface builder 220 module in the communication terminals 116 may collect content for display or linked access via a number of screen modules. For example, the top of the interface may comprise a branded task bar 604. Beneath that, there may be left sidebar menu 606, center content viewing pane 610, and right sidebar content 616 areas.

[0068] Customized content may be allocated to one or more of these screen areas. For example, general hotel information may be linked from the left sidebar menu 606 and displayed in the center content viewing pane 610. This information may include operating hours for hotel restaurants and services, among other things.

[0069] As an example, an offer at a local store 612 may be shown as part of a loyalty rewards the guest is eligible for. The offer may appear in the right sidebar content 616 and remain visible as the guest navigates other customized content in the center content viewing pane 610. Additionally, the sidebar content may be linked to display a larger format of the content in the center content viewing pane 610 when clicked in the sidebar. Other examples of customer loyalty program benefits may include discounted admission fees to local sporting events, VIP room access at local clubs, or a free drink at the hotel bar, and so on.

[0070] As another example, a particular local attraction 614 may be displayed if the guest's personal online data indicates an interest. Again, the content may appear in the right sidebar content 616 and remain visible as the guest navigates other customized content in the center content viewing pane 610. Additionally, the sidebar content may be linked to display a larger format of the content in the center content viewing pane 610 when clicked in the sidebar. For example, if access to a public third-party database provides the information that the guest has previously checked-in on social media while on a dinner cruise, an advertisement for a local business that also runs dinner cruises may be displayed. If a recent golf club purchase is indicated, advertisement for the hotel's golf course may be featured.

[0071] This display may be the end result of the method and system disclosed herein. Such a display represents a cost-effective and scalable solution to the problem of providing targeted, on demand content directly to a hotel guest's assigned room. The content displayed may be optimized based on the guest's interests, groups, events, and standing in a customer loyalty program, in order to maximize guest use of and response to the content provided.

[0072] As an alternative, FIG. 6B illustrates an example of the sample interactive interface 600 that shows how elements included in the interactive interface generated for a communication terminal 602 may differ from FIG. 6A if located in the room of a guest who is not a member of any particular grouping, such as not being a member of a loyalty rewards program. Though in one embodiment the template may be same and only the content differs, as shown in FIG. 6B, the template itself may also change, such as removing the entire right sidebar content 616 area. Other variants of changes may be made, and the ones shown and discussed herein are merely examples for illustration. Referring to FIG. 7, an embodiment of a computer system 700 useful in implementing the methods disclosed herein comprises a central processing unit 702, memory 704, a bus 706, user I / O 708, a network interface 710, an operating system 712, applications 714, and a database 716.

[0073] In various embodiments, system 700 may include a desktop PC, server, workstation, mobile phone, laptop, tablet, set-top box, appliance, or other computing device that is capable of performing operations such as those described herein. In some embodiments, system 700 may include more or fewer components than those shown in FIG. 7. However, it is not necessary that all of these generally conventional components be shown in order to disclose an illustrative embodiment. Collectively, the various tangible components or a subset of the tangible components may be referred to herein as "logic" configured or adapted in a particular way, for example as logic configured or adapted with particular software or firmware.

[0074] In various embodiments, system 700 may comprise one or more physical and / or logical devices that collectively provide the functionalities described herein. In some embodiments, system 700 may comprise one or more replicated and / or distributed physical or logical devices.

[0075] In some embodiments, system 700 may comprise one or more computing resources provisioned from a cloud computing provider, as will be understood by those skilled in the art.

[0076] System 700 includes a bus 706 interconnecting several components including a network interface 710, user VO 708, a central processing unit 702, and a memory 704.

[0077] Memory 704 generally comprises a random access memory ("RAM") and permanent non-transitory mass storage device, such as a hard disk drive or solid-state drive. Memory 704 stores an operating system 712, and may also store applications 714 used for both general operation and for implementing the methods disclosed herein. Memory 704 may also include a database 716. In some embodiments, system 700 may communicate with database 716 via network interface 710, a storage area network ("SAN"), a high-speed serial bus, and / or via the other suitable communication technology.

[0078] In some embodiments, database 716 may comprise one or more storage resources provisioned from a cloud storage provider, as will be understood by those skilled in the art.

[0079] User I / O 708 may comprise one or more components allowing human interaction with the computing system 700, such as a monitor, a touch screen display, a mouse, a keyboard, a stylus, or other, similar devices.

[0080] Terms used herein should be accorded their ordinary meaning in the relevant arts, or the meaning indicated by their use in context, but if an express definition is provided, that meaning controls.

[0081] "Circuitry" in this context refers to electrical circuitry having at least one discrete electrical circuit, electrical circuitry having at least one integrated circuit, electrical circuitry having at least one application specific integrated circuit, circuitry forming a general purpose computing device configured by a computer program (e.g., a general purpose computer configured by a computer program which at least partially carries out processes or devices described herein, or a microprocessor configured by a computer program which at least partially carries out processes or devices described herein), circuitry forming a memory device (e.g., forms of random access memory), or circuitry forming a communications device (e.g., a modem, communications switch, or optical- electrical equipment).

[0082] "Firmware" in this context refers to software logic embodied as processorexecutable instructions stored in read-only memories or media.

[0083] "Hardware" in this context refers to logic embodied as analog or digital circuitry.

[0084] "Logic" in this context refers to machine memory circuits, non transitory machine-readable media, and / or circuitry which by way of its material and / or material- energy configuration comprises control and / or procedural signals, and / or settings and values (such as resistance, impedance, capacitance, inductance, current / voltage ratings, etc.), that may be applied to influence the operation of a device. Magnetic media, electronic circuits, electrical and optical memory (both volatile and nonvolatile), and firmware are examples of logic. Logic specifically excludes pure signals or software per se (however does not exclude machine memories comprising software and thereby forming configurations of matter).

[0085] "Software" in this context refers to logic implemented as processor-executable instructions in a machine memory (e.g. read / write volatile or nonvolatile memory or media).

[0086] Herein, references to "one embodiment" or "an embodiment" do not necessarily refer to the same embodiment, although they may. Unless the context clearly requires otherwise, throughout the description and the claims, the words "comprise," "comprising," and the like are to be construed in an inclusive sense as opposed to an exclusive or exhaustive sense; that is to say, in the sense of "including, but not limited to." Words using the singular or plural number also include the plural or singular number respectively, unless expressly limited to a single one or multiple ones. Additionally, the words "herein," "above," "below" and words of similar import, when used in this application, refer to this application as a whole and not to any particular portions of this application. When the claims use the word "or" in reference to a list of two or more items, that word covers all of the following interpretations of the word: any of the items in the list, all of the items in the list and any combination of the items in the list, unless expressly limited to one or the other. Any terms not expressly defined herein have their conventional meaning as commonly understood by those having skill in the relevant art(s).

[0087] Various logic functional operations described herein may be implemented in logic that is referred to using a noun or noun phrase reflecting said operation or function. For example, an association operation may be carried out by an "associator" or "correlator". Likewise, switching may be carried out by a "switch", selection by a "selector", and so on.

[0088] Additional and / or alternative embodiments may also be contemplated in accordance with the present disclosure and the techniques described herein. For instance, in one embodiment, the groupings may be based on a guest’s language preference (e.g., groups for English, French, Chinese, Japanese, etc.), and as such, the information (or perhaps even the format) of the customized interface may be established based on the appropriate language group.

[0089] Also, in one embodiment, a guest may be associated with a plurality of groups at the same time. For example, a guest may be a member of a loyalty program (a first group), and may be staying at the hotel for a friend’s wedding for the weekend (a second group). Another guest may be a member of the same loyalty program, but may be attending a work conference at the hotel or at a convention center in the same city as the hotel (a third group). FIG. 8 illustrates an example interactive interface 800 similar to FIGS. 6A-6B, showing elements that may be included in the interactive interface generated for a typical communication terminal 602 located in the room of a guest who is a member of a plurality of grouping, such as a member of a loyalty rewards program and an attendee of an on-site wedding. For example, the top of the interface may still comprise a branded task bar 604, a left sidebar menu 606 general hotel information, and center content viewing pane 610 to display the details of the current selection. However, in this embodiment, right sidebar content 616 now has a plurality of sub-content areas 816a and 816b, with the first content in 816a corresponding to the first grouping (e.g., loyalty rewards program based information) and the second content in 816b corresponding to the second grouping (e.g., wedding information).

[0090] Additional and / or alternative embodiments may also be contemplated in accordance with the present disclosure and the techniques described herein. For instance, in one embodiment, tiered checkout times may be shown on the display with various incentives for each (e.g., 8-10a for an incentive / reward, 10-12a no reward, 12-2p with a cost / penalty, etc.). Additionally, a one-touch checkout button may allow a guest to leave the room, checkout, and optionally schedule services at the same time, such as valet, a bellhop for bags, and so on. This may have the option of being at an advanced time (e.g., 15 minutes or other value that may be set or selected by the guest). Also, this checkout button may reset the room to a default through controlled systems, such as shutting off lights, resetting HVAC settings, and so on, either immediately, after a timer, or after sensors detect that no one is in the room any longer. In still further embodiments, the system herein may detect if a guest is still in the room after the scheduled checkout time, and if so may notify the guest (e.g., an alarm) and may offer an update to the late checkout options. Furthermore, in certain embodiments, the incentives and costs mentioned herein may be dynamic, meaning they change based on demand (e.g., higher incentives and / or costs when the hotel is particularly busy and needs the rooms). Still further embodiments may be contemplated herein, and those mentioned are merely examples.

[0091] Additionally, FIG. 9 illustrates an example simplified procedure for managing room-based hotel communication terminal content based on guest information in accordance with one or more embodiments described herein, particularly from the perspective of a system of a hotel server 104. For example, a non-generic, specifically configured device (e.g., hotel server 104) may perform procedure 900 by executing stored instructions. The procedure 900 may start at step 905, and continues to step 910, where, as described in greater detail above, the server receives registration information when a guest checks into a hotel, the registration information including an identification of the guest and a particular assigned room of a plurality of hotel rooms of the hotel. In step 915, the server identifies a particular communication terminal of a plurality of communication terminals in communication with the server that is associated with the particular assigned room, wherein each of the communication terminals has a graphical user interface (GUI) and is associated with a respective room of the plurality of hotel rooms of the hotel. Then, in one embodiment, in step 920 the server queries a guest information database using the identification of the guest to determine a particular grouping associated with the guest (or other guest-specific information / display), and in step 925 generates an interactive interface comprising customized content specific to the particular grouping associated with the guest. In an alternative embodiment, the server informs the particular communication terminal of the identification of the guest, and the terminal may perform these steps, accordingly. In still another alternative embodiment, the server performs step 920, then informs the particular communication terminal of the particular grouping, such that the terminal may perform step 925 based on the grouping.

[0092] In step 930, the server causes the particular communication terminal to present the interactive interface comprising customized content specific to the particular grouping associated with the guest on a corresponding GUI of the particular communication terminal.

[0093] Note that other steps may be included within procedure 900, such as generating an interactive interface incorporating customized content specific to each of a plurality of groupings associated with the guest, and causing the particular communication terminal to present the interactive interface incorporating customized content specific to each of the plurality of groupings associated with the guest on the corresponding GUI of the particular communication terminal.

[0094] Optionally, in step 935, the server may also identify a mobile device associated with the guest as described above, and may cause a mobile application of the mobile device to mirror the particular communication terminal while the guest is staying at the hotel.

[0095] The illustrative simplified procedure 900 may then end in step 940, notably with the option to update the content, or to return the terminal to a default or other action upon checkout of the guest, accordingly. Moreover, FIG. 10 illustrates another example simplified procedure for managing room-based hotel communication terminal content based on guest information in accordance with one or more embodiments described herein, particularly from the perspective of a communication terminal 116. For example, a non-generic, specifically configured device (e.g., communication terminal 116) may perform procedure 1000 by executing stored instructions. The procedure 1000 may start at step 1005, and continues to step 1010, where, as described in greater detail above, a particular communication terminal of a plurality of communication terminals receives identification of a guest, wherein the particular communication terminal is associated with a particular room of a plurality of hotel rooms of a hotel, and wherein the guest has checked into the hotel and has been assigned to the particular room.

[0096] As such, in step 1015, the particular communication terminal may query a guest information database using the identification of the guest to determine a particular grouping (or other information / display options) associated with the guest, and in step 1020 stores an interactive interface comprising customized content specific to the particular grouping associated with the guest. As noted above, one or both of steps 1015- 1020 may be performed by the server, and the illustrative procedure 1000 is merely one example embodiment.

[0097] In step 1025, the particular communication terminal presents the interactive interface comprising customized content specific to the particular grouping associated with the guest on a corresponding graphical user interface (GUI), and the procedure ends in step 1030 (e.g., until content is updated or until the guest checks out, as noted above).

[0098] FIG. 11 illustrates an example implementation of an in-room hotel communication terminal 1100.

[0099] Operationally, and as noted above, the techniques herein provide for a third-party hotel guest communication system interfacing between hotels and externally available amenities. The following description describe such systems and methods specifically, and may, though need not, be implemented by, or in conjunction with, certain features of the embodiments described above.

[0100] In particular, according to one or more embodiments of the present disclosure, a third-party hotel guest communication system provides a centralized traveler hub, redefining the boundaries of traditional hotel concierge services. This innovative system and method operate as an integrated communication platform, serving as a centralized hub that interfaces between hotel operations and externally available amenities. The system transcends typical "front desk" interactions by extending communication capabilities to include external entities such as restaurants, event venues, excursion guides, and more, creating a cohesive and interconnected experience for hotel guests.

[0101] Key features of the third-party hotel guest communication system herein include a comprehensive communication interface. This interface consolidates all hotel-related communications, such as stay information, billing inquiries, concierge services, valet requests, and help desk support, while simultaneously facilitating seamless communication with external entities not directly affiliated with the hotel. The system supports multiple operational modes, functioning as a call-center interface with knowledgeable displays for operators or as an automated chatbot system, ensuring quick and efficient responses to traveler needs.

[0102] The centralized single point of access offered by the third-party system ensures that hotel guests can seamlessly access all necessary travel -related information with a single interaction, whether via a call or a touch of a button. This streamlined approach allows guests to communicate effortlessly about both hotel services and external resources through a unified platform. Acting as a centralized information hub, the third- party communication system integrates data and connections across various components, including hotel servers, external service provider systems, and the third-party hub server, enabling a cohesive and reliable flow of information.

[0103] Furthermore, the system herein leverages access to historical traveler information, encompassing behavior and preference tracking, loyalty memberships and tiering, and payment information. By integrating this data, the system delivers a highly personalized travel experience tailored to each guest’s specific preferences and habits.

[0104] To frame the above objectives differently, hotel guests now have the ability to engage with a centralized third-party concierge through various channels, whether on the phone, an Al-based avatar within an app, or an Al-based chatbot. This third-party concierge synthesizes detailed knowledge of hotel operations, external resources (e.g., restaurants, event venues, car rental companies, and so forth), and individual guest profiles (e.g., based on various trackable demographics, such as age, nationality, affluence, etc.). The system accommodates a wide range of guest requests, such as scheduling housekeeping, ordering room service, arranging external food delivery, resolving technical issues, or exploring local events, all through a single, unified interaction interface. Meanwhile, this single interaction interface of the centralized third- party concierge may also be configured to track all the topics the traveler asks about, their reactions to the responses, and so forth, further training the AI / ML system for better (more accurate and / or more tailored) interactions in the future. The centralized hub third- party concierge thus knows more and can learn more than any one of the other parties individually, while also having connections into those other parties to have the most up- to-date and accurate answers on hand.

[0105] This third-party hotel guest communication system represents a paradigm shift in guest interaction, offering a unified communication experience that goes beyond the confines of traditional hotel services. By seamlessly connecting guests with both hotel and external resources, the system ensures a streamlined and personalized travel experience in a single, accessible interface.

[0106] Additionally, FIG. 12 illustrates an example simplified procedure for a third-party hotel guest communication system interfacing between hotels and externally available amenities, implemented using a robust, multi-component system architecture in accordance with one or more embodiments described herein. The procedure 1200, executed by one or more non-generic, specifically configured devices such as communication servers, Al-driven interfaces, and external API gateways, begins at step 1205 and proceeds with the following operations, each leveraging advanced data handling, integration protocols, and dynamic content delivery as described in greater detail above:

[0107] Operation 1210: Guest Communication Initiation: Hotel guests initiate communication through the third-party system using various channels, including a callcenter interface or an automated chatbot system powered by natural language processing (NLP). The system employs secure authentication protocols to validate the guest’s identity and establish a session-specific communication link. Chatbots are dynamically configured to provide context-aware responses, ensuring that inquiries related to hotel stays or external amenities are efficiently managed.

[0108] Operation 1215: Integrated Hotel and External Communication: The system seamlessly integrates hotel-related services, such as stay details, billing, concierge services, valet, and help desk functions, with external communication capabilities. This integration is achieved via a middleware layer that bridges the hotel property management system (PMS) and external service providers, such as restaurants, event venues, and excursion operators. Real-time data exchanges between entities are facilitated by secure APIs, ensuring synchronized and accurate communication across all touchpoints.

[0109] Operation 1220: Quick Access to Traveler Needs: Guests experience swift and efficient access to information through the system’s centralized query processing engine. Requests related to both hotel services and external amenities are parsed and routed using intelligent prioritization algorithms. For example, high-priority inquiries (e.g., urgent valet requests or immediate dining reservations) are flagged and handled through optimized communication workflows to ensure swift responses.

[0110] Operation 1225: Historical Traveler Information Utilization: The system leverages historical traveler information stored in a relational database, including behavior patterns, preferences, loyalty program memberships, and payment details. This data is processed using machine learning (ML) algorithms to generate personalized recommendations and responses. For instance, a frequent traveler with a preference for fine dining may automatically receive curated restaurant suggestions upon initiating communication.

[0111] Operation 1230: Centralized Information Hub Operation: Acting as a centralized information hub, the system consolidates and normalizes data from diverse sources, including hotel management systems, external service providers, and guest profiles. The hub employs a distributed database architecture with metadata tagging to ensure efficient data retrieval and integration. Guests interact with a cohesive communication interface, accessible through mobile applications, in-room terminals, or voice-activated assistants, providing a unified and streamlined experience.

[0112] The illustrative simplified procedure 1200 may then conclude in step 1235, where the system updates content repositories with anonymized session data for future optimization. Alternatively, it resets the communication terminal or interface to default settings upon guest checkout, ensuring compliance with data privacy regulations and preparing the system for subsequent interactions.

[0113] It should be noted that while certain steps within procedures above may be optional as described above, the steps shown herein are merely examples for illustration, and certain other steps may be included or excluded as desired. Further, while a particular order of the steps is shown, this ordering is merely illustrative, and any suitable arrangement of the steps may be utilized without departing from the scope of the embodiments herein. Moreover, while procedures may be described separately, certain steps from each procedure may be incorporated into each other procedure, and the procedures are not meant to be mutually exclusive.

[0114] Advantageously, the techniques described herein thus provide for a third-party hotel guest communication system interfacing between hotels and externally available amenities. In particular, a holistic solution that seamlessly integrates various services and resources, eliminating the silos between hotels and external entities, offers numerous advantages for travelers. By providing a unified platform for inquiries, assistance, and recommendations, such a solution streamlines communication and ensures that travelers receive comprehensive support from a single source. This not only reduces the inconvenience of making multiple calls but also empowers service providers with a deeper understanding of the traveler's context, enabling them to offer more informed and personalized assistance. Travelers benefit from a more cohesive and efficient experience, receiving relevant information, resolving issues promptly, and accessing recommendations without the hassle of navigating disconnected channels. The integration of services creates a harmonized environment, enhancing the overall travel journey by fostering better communication and collaboration among various entities involved in delivering a memorable and stress-free experience for the traveler. The complete solution is economically viable and is scalable to serve hotel businesses of all sizes, from hotels that are independently owned and run to international hotel chains.

[0115] In closing, according to one or more embodiments herein, a system for third-party hotel guest communication interfacing between hotels and externally available amenities may comprise: a centralized hub server configured to: i) facilitate communication between hotel guests, hotel services, and external service providers, including restaurants, event venues, and excursion guides; ii) consolidate guest inquiries and interactions related to hotel-specific services, such as stay information, billing, concierge, valet, and help desk support; and iii) extend communication capabilities to external service providers, allowing for seamless integration of guest interactions across multiple entities; a comprehensive communication interface configured to: i) operate as a call-center interface with knowledgeable displays for operators or as an automated chatbot system for responding to guest inquiries; and ii) provide a single point of access for guests to retrieve and manage travel-related information through a unified platform; a guest profile database configured to: i) store historical traveler information, including behavior, preferences, loyalty memberships, and payment details; and ii) enable personalized guest experiences by utilizing stored data to tailor recommendations and responses during guest interactions; and a data analysis module configured to track guest interactions, analyze their reactions to responses, and refine system performance through AI / ML-based training. In one embodiment, the centralized hub server employs end-to-end encryption to secure communications between hotel guests, hotels, and external service providers. In one embodiment, the communication interface dynamically adjusts its responses based on guest demographics, such as age, nationality, or loyalty tier. In one embodiment, the guest profile database supports metadata tagging to enhance the efficiency of personalized data retrieval.

[0116] In addition, according to one or more embodiments herein, a method for third- party hotel guest communication interfacing between hotels and externally available amenities may comprise: establishing a centralized hub server that integrates communication between hotel guests, hotel services, and external service providers; providing a comprehensive communication interface capable of operating as a call-center interface or an automated chatbot system; consolidating guest inquiries related to hotelspecific services, such as stay information, billing, concierge, valet, and help desk support; facilitating seamless communication with external service providers, including restaurants, event venues, and excursion guides; accessing historical traveler information, including behavior patterns, preferences, loyalty memberships, and payment details, from a guest profile database; personalizing guest interactions and responses based on historical traveler data; and tracking guest interactions and analyzing their responses using AI / ML-based algorithms to enhance future interactions. In one embodiment, the communication interface is accessible via multiple channels, including mobile applications, web-based platforms, and in-room terminals. In one embodiment, the centralized hub server synchronizes data in real time between the hotel property management system (PMS) and external service providers.

[0117] Moreover, according to one or more embodiments herein, an apparatus for third- party hotel guest communication interfacing between hotels and externally available amenities may comprise: a processor configured to execute stored instructions; a memory storing instructions that, when executed by the processor, cause the apparatus to: operate a centralized hub server that consolidates communication between hotel guests, hotel services, and external service providers; manage a communication interface capable of functioning as a call-center interface or an automated chatbot system; access a guest profde database to retrieve historical traveler information for personalizing interactions; facilitate seamless integration of guest inquiries related to hotel services and external amenities; and track guest inquiries and analyze interaction data to improve system responses using AI / ML algorithms; and a network interface configured to enable secure communication between the centralized hub server, guest devices, and external service providers. In one embodiment, the memory stores session-specific data temporarily and purges guest-specific information upon completion of their stay to ensure data privacy compliance. In one embodiment, the data analysis module employs machine learning algorithms to refine recommendations and responses based on cumulative interaction data.

[0118] Furthermore, according to one or more embodiments herein, a method for a third- party hotel guest communication system interfacing between hotels and externally available amenities, may comprise: initiating guest communication through a third-party system via various channels, including a call-center interface or automated chatbot system powered by natural language processing (NLP); integrating communication for hotel-related services, including stay details, billing, concierge services, valet, and help desk functions, with external amenities such as restaurants, event venues, and excursion operators via a middleware layer bridging hotel property management systems (PMS) and external service providers; providing swift and efficient access to guest inquiries using intelligent prioritization algorithms that parse and route requests related to hotel services and external amenities; utilizing historical traveler information, including behavior patterns, preferences, loyalty memberships, and payment details, to generate personalized recommendations and context-aware responses; operating as a centralized information hub consolidating and normalizing data from diverse sources, including hotel management systems, external service providers, and guest profiles, and presenting the information through a cohesive communication interface accessible via mobile applications, in-room terminals, or voice-activated assistants; and resetting the communication terminal or interface to default settings upon guest checkout while updating content repositories with anonymized session data for future optimization and ensuring compliance with data privacy regulations. In one embodiment, guest communication initiation includes secure authentication protocols such as biometric identification, session-specific tokens, or QR code validation. In one embodiment, the middleware layer facilitates real-time data exchange using secure APIs and metadata tagging to ensure synchronization and accuracy across hotel and external service providers. In one embodiment, the intelligent prioritization algorithms classify inquiries based on urgency and dynamically adjust response workflows to handle high-priority requests, such as valet services or immediate dining reservations. In one embodiment, the historical traveler information is processed using machine learning algorithms to refine personalized recommendations and enhance the guest experience. In one embodiment, the centralized information hub employs a distributed database architecture to enable efficient data retrieval and ensure fault-tolerant operations across multiple hotel and external systems. In one embodiment, the cohesive communication interface supports multi-modal interaction, including text-based chat, voice commands, and graphical user interfaces. In one embodiment, the system tracks guest interactions to identify patterns and update machine learning models for improved future recommendations. In one embodiment, the content repositories updated in step (f) store anonymized session data to optimize response accuracy and service quality for subsequent guests. In one embodiment, the method further comprises dynamically generating curated suggestions for dining, events, and excursions tailored to guest demographics, preferences, and realtime availability.

[0119] The techniques may also be embodied as a tangible, non-transitory, computer- readable medium having program instructions stored thereon, which when executed by a processor on a computer are configured to perform a process as described above. While there have been shown and described illustrative embodiments, it is to be understood that various other adaptations and modifications may be made within the scope of the embodiments herein. For example, though the disclosure was often described with respect to hotels, those skilled in the art should understand that this was done only for illustrative purpose and without limitations, and the techniques herein may be used with any temporary accommodation such as for house rentals, apartment rentals, condo rentals, room rentals, office rentals, and so on. Furthermore, while the embodiments may have been demonstrated with respect to certain communication environments, physical environments, or device form factors, other configurations may be conceived by those skilled in the art that would remain within the contemplated subject matter of the description above. Also, each component of the system described herein may operate independently or in conjunction with one another, and any hotel system need not implement all of the systems and methods described herein.

[0120] Specifically, according to a particular embodiment of the present disclosure, a method for interfacing a third-party hotel guest communication system with hotel systems and external amenities may comprise: authenticating, by a third-party server, a particular guest through a centralized application accessed by the particular guest, the particular guest being associated with hotel-agnostic guest-specific data within the centralized application; establishing, by the third-party server, a communication link with a property management system of a specific hotel associated with a given stay of the particular guest at the specific hotel; facilitating, by the third-party server, arrangement of hotel-specific services through the property management system of the specific hotel based at least in part on the centralized application and the hotel-agnostic guest-specific data associated with the particular guest; and providing, from the third-party server, hotel-specific content for display on the centralized application accessed by the particular guest based at least in part on hotel-specific information according to the property management system of the specific hotel. In one embodiment, the method further comprises: facilitating, by the third-party server, arrangement of location-specific services with one or more external service providers through communication with corresponding external non-hotel servers based at least in part on the centralized application and the hotel-agnostic guest-specific data associated with the particular guest; and providing, from the third-party server, non-hotel content for display on the centralized application accessed by the particular guest based at least in part on non-hotel information according to the corresponding external non-hotel servers. In one embodiment, non-hotel information according to the corresponding external non-hotel servers includes real-time data on one or more of dining availability, event schedules, promotional offers, local excursions, external food delivery, and transportation services.

[0121] In one embodiment, hotel-specific information according to the property management system of the specific hotel includes real-time data on one or more of dining availability, event schedules, housekeeping schedules, promotional offers, local excursions, check-in times, check-out times, room availability, or upgrade availability.

[0122] In one embodiment, the hotel-agnostic guest-specific data includes one or more of historical traveler behavior, loyalty program tiering, previously booked services, guest preferences, account information, rewards program information, or financial information.

[0123] In one embodiment, authenticating the particular guest includes receiving login credentials, QR code data, or biometric information to validate an identity of the particular guest.

[0124] In one embodiment, the method further comprises: facilitating room -based billing with the property management system of the specific hotel for services ordered by the particular guest through the centralized application.

[0125] In one embodiment, the method further comprises: generating personalized recommendations for the particular guest based on the hotel-agnostic guest-specific data and current hotel-specific offerings according to the property management system of the specific hotel.

[0126] In one embodiment, the method further comprises: providing updated content for display on the centralized application accessed by the particular guest based at least in part on real-time changes to one or more of service availability, upgrade availability, reservation availability, recommendation decisions, an itinerary of the particular guest, current offerings, or current activities.

[0127] In one embodiment, the given stay is selected from a group consisting of: a future booked stay, a current stay, or a past stay of the particular guest at the specific hotel.

[0128] Additionally, an apparatus for interfacing a third-party hotel guest communication system with hotel systems and external amenities may comprise: a processor configured to execute a process; a network interface to communicate on a computer network; and a memory configured to store a process that, when executed by the processor, causes the apparatus to: authenticate a particular guest through a centralized application accessed by the particular guest, the particular guest being associated with hotel-agnostic guestspecific data within the centralized application; establish a communication link with a property management system of a specific hotel associated with a given stay of the particular guest at the specific hotel; facilitate arrangement of hotel-specific services through the property management system of the specific hotel based at least in part on the centralized application and the hotel-agnostic guest-specific data associated with the particular guest; and provide hotel-specific content for display on the centralized application accessed by the particular guest based at least in part on hotel-specific information according to the property management system of the specific hotel. The memory may also be further configured to store a process that, when executed by the processor, causes the apparatus to perform additional steps as described above.

[0129] The foregoing description has been directed to specific embodiments. It will be apparent, however, that other variations and modifications may be made to the described embodiments, with the attainment of some or all of their advantages. For instance, it is expressly contemplated that certain components and / or elements described herein can be implemented as software being stored on a tangible (non-transitory) computer-readable medium (e.g., disks / CDs / RAM / EEPROM / etc.) having program instructions executing on a computer, hardware, firmware, or a combination thereof. Accordingly, this description is to be taken only by way of example and not to otherwise limit the scope of the embodiments herein. Therefore, it is the object of the appended claims to cover all such variations and modifications as come within the true intent and scope of the embodiments herein.

Claims

CLAIMSWhat is claimed is:

1. A method for interfacing a third-party hotel guest communication system with hotel systems and external amenities, the method comprising: authenticating, by a third-party server, a particular guest through a centralized application accessed by the particular guest, the particular guest being associated with hotel-agnostic guest-specific data within the centralized application; establishing, by the third-party server, a communication link with a property management system of a specific hotel associated with a given stay of the particular guest at the specific hotel; facilitating, by the third-party server, arrangement of hotel-specific services through the property management system of the specific hotel based at least in part on the centralized application and the hotel -agnostic guest-specific data associated with the particular guest; and providing, from the third-party server, hotel-specific content for display on the centralized application accessed by the particular guest based at least in part on hotelspecific information according to the property management system of the specific hotel.

2. The method of claim 1, further comprising: facilitating, by the third-party server, arrangement of location-specific services with one or more external service providers through communication with corresponding external non-hotel servers based at least in part on the centralized application and the hotel-agnostic guest-specific data associated with the particular guest; andproviding, from the third-party server, non-hotel content for display on the centralized application accessed by the particular guest based at least in part on non-hotel information according to the corresponding external non-hotel servers.

3. The method of claim 2, wherein non-hotel information according to the corresponding external non-hotel servers includes real-time data on one or more of dining availability, event schedules, promotional offers, local excursions, external food delivery, and transportation services.

4. The method of claim 1, wherein hotel-specific information according to the property management system of the specific hotel includes real-time data on one or more of dining availability, event schedules, housekeeping schedules, promotional offers, local excursions, check-in times, check-out times, room availability, or upgrade availability.

5. The method of claim 1, wherein the hotel -agnostic guest-specific data includes one or more of historical traveler behavior, loyalty program tiering, previously booked services, guest preferences, account information, rewards program information, or financial information.

6. The method of claim 1, wherein authenticating the particular guest includes receiving login credentials, QR code data, or biometric information to validate an identity of the particular guest.

7. The method of claim 1, further comprising:facilitating room-based billing with the property management system of the specific hotel for services ordered by the particular guest through the centralized application.

8. The method of claim 1, further comprising: generating personalized recommendations for the particular guest based on the hotel-agnostic guest-specific data and current hotel-specific offerings according to the property management system of the specific hotel.

9. The method of claim 1, further comprising: providing updated content for display on the centralized application accessed by the particular guest based at least in part on real-time changes to one or more of service availability, upgrade availability, reservation availability, recommendation decisions, an itinerary of the particular guest, current offerings, or current activities.

10. The method of claim 1, wherein the given stay is selected from a group consisting of: a future booked stay, a current stay, or a past stay of the particular guest at the specific hotel.

11. An apparatus for interfacing a third-party hotel guest communication system with hotel systems and external amenities, the apparatus comprising: a processor configured to execute a process; a network interface to communicate on a computer network; and a memory configured to store a process that, when executed by the processor, causes the apparatus to:authenticate a particular guest through a centralized application accessed by the particular guest, the particular guest being associated with hotel-agnostic guest-specific data within the centralized application; establish a communication link with a property management system of a specific hotel associated with a given stay of the particular guest at the specific hotel; facilitate arrangement of hotel-specific services through the property management system of the specific hotel based at least in part on the centralized application and the hotel -agnostic guest-specific data associated with the particular guest; and provide hotel-specific content for display on the centralized application accessed by the particular guest based at least in part on hotel-specific information according to the property management system of the specific hotel.

12. The apparatus of claim 11, wherein the process, when executed by the processor, further causes the apparatus to: facilitate arrangement of location-specific services with one or more external service providers through communication with corresponding external non-hotel servers based at least in part on the centralized application and the hotel-agnostic guest-specific data associated with the particular guest; and provide non-hotel content for display on the centralized application accessed by the particular guest based at least in part on non-hotel information according to the corresponding external non-hotel servers.

13. The apparatus of claim 12, non-hotel information according to the corresponding external non-hotel servers includes real-time data on one or more of dining availability,event schedules, promotional offers, local excursions, external food delivery, and transportation services.

14. The apparatus of claim 11, wherein hotel-specific information according to the property management system of the specific hotel includes real-time data on one or more of dining availability, event schedules, housekeeping schedules, promotional offers, local excursions, check-in times, check-out times, room availability, or upgrade availability.

15. The apparatus of claim 11, wherein the hotel-agnostic guest-specific data includes one or more of historical traveler behavior, loyalty program tiering, previously booked services, guest preferences, account information, rewards program information, or financial information.

16. The apparatus of claim 11, wherein authenticating the particular guest includes receiving login credentials, QR code data, or biometric information to validate an identity of the particular guest.

17. The apparatus of claim 11, wherein the process, when executed by the processor, further causes the apparatus to: facilitate room-based billing with the property management system of the specific hotel for services ordered by the particular guest through the centralized application.

18. The apparatus of claim 11, wherein the process, when executed by the processor, further causes the apparatus to:generate personalized recommendations for the particular guest based on the hotel-agnostic guest-specific data and current hotel-specific offerings according to the property management system of the specific hotel.

19. The apparatus of claim 11, wherein the process, when executed by the processor, further causes the apparatus to: provide updated content for display on the centralized application accessed by the particular guest based at least in part on real-time changes to one or more of service availability, upgrade availability, reservation availability, recommendation decisions, an itinerary of the particular guest, current offerings, or current activities.

20. The apparatus of claim 11, wherein the given stay is selected from a group consisting of: a future booked stay, a current stay, or a past stay of the particular guest at the specific hotel.

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