JP2017111489A - Accommodation procedure auxiliary system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce labor cost while improving attraction of an accommodation facility.SOLUTION: An accommodation procedure auxiliary system 10 comprises: at least one responding robot 12; an adjustment device 14 which is installed for every responding robot 12; and data management means 16. The responding robot 12 is installed on a front desk counter of an accommodation facility for performing responding to a lodger, the adjustment device 14 receives an input operation from the lodger, and performs adjustment procedure of an accommodation payment and additional payment, based on lodger information containing each piece of information of the lodger required for an accommodation business, which is referred from the data management means 16.EFFECT: As an effect, the lodger receives responding of the responding robot 12 on the front desk counter, and can perform the procedure smoothly on the adjustment device 14. Therefore, a part of the front desk business is automated while improving attraction by the responding robot 12, for reducing labor cost.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an accommodation procedure assistance system that assists an accommodation procedure in an accommodation facility.

  Conventionally, various inventions have been devised to reduce the front work of an accommodation facility with the goal of reducing labor costs of the accommodation facility. For example, Patent Document 1 discloses a system that allows not only a reservation procedure for an accommodation facility, but also a check-in procedure, a check-out procedure, an application for various services for an accommodation facility, and the like from a mobile terminal owned by the guest. .

Japanese Patent Laid-Open No. 2004-355097

However, since the accommodation facility system described above performs each procedure of accommodation only through the terminal, there is no customer service element, giving the guest a clerical impression and reducing the attractiveness of the accommodation facility. There is a fear.
This invention is made | formed in view of the said subject, The place made into the objective is to aim at reduction of personnel expenses, improving the charm of an accommodation facility.

(Aspect of the Invention)
The following aspects of the present invention exemplify the configuration of the present invention, and will be described separately for easy understanding of various configurations of the present invention. Each section does not limit the technical scope of the present invention, and some of the components of each section are replaced, deleted, or further while referring to the best mode for carrying out the invention. Those to which the above components are added can also be included in the technical scope of the present invention.

  (1) A system for assisting accommodation procedures at an accommodation facility, which is installed at a front counter of the accommodation facility, and is installed at each reception robot for dealing with guests, and a checkout procedure. And a data management means for holding and managing the guest information relating to the guest, and the response robot includes a plurality of movable parts and a voice output means, and the plurality of movable parts In combination with the operation, the voice output from the voice output means urges the guest to perform each operation related to the accommodation procedure, and the settlement apparatus receives an input operation from the guest, and receives the input operation from the guest. A settlement procedure is performed based on the guest information to be referred to, and the data management means executes the settlement procedure according to the settlement procedure performed through the settlement apparatus. Specialty procedure aid system updates the user information (claim 1).

  The accommodation procedure assistance system described in this section includes at least one reception robot, a payment apparatus installed for each reception robot, and data management means. The response robot is installed at the front counter of the accommodation facility, and responds to the guest, and includes a plurality of movable parts and sound output means. For example, humanoid robots, animal-type robots, dinosaur-type robots, etc. can be cited as response robots. In any robot, arms and heads are configured as movable parts, and facial expressions are expressed. A movable part may be provided so as to change. As a result, by combining the actions of multiple movable parts, it is as if a human being is responding to the guest by voice output from the voice output means while changing hand gestures, gestures and facial expressions. It encourages each work related to accommodation procedures.

The settlement apparatus receives an input operation from a guest and performs a settlement procedure such as an accommodation fee and an additional fee based on the guest information referred from the data management means. Since this settlement apparatus is installed for each reception robot, when the guest is prompted by the reception robot for the settlement procedure, the settlement apparatus can immediately perform the settlement procedure. The data management means retains and manages the guest information, and the guest information includes information on each guest necessary for the accommodation business. Then, the data management means updates the guest information according to the payment procedure performed through the payment apparatus.
Since the accommodation procedure assistance system described in this section is configured as described above, the guest who performs the accommodation procedure smoothly performs the procedure using the checkout device while receiving a customer service at the front counter. . Accordingly, while the attractiveness is improved by the response robot or the like, a part of the front work is automated, and the labor cost can be reduced.

  (2) In the above paragraph (1), the apparatus includes an employee assistance device that assists the confirmation of the accommodation procedure by the employee of the accommodation facility, and the employee assistance device includes photographing means for photographing the state of the front counter. Display means for displaying an image captured by the photographing means to an employee, voice input / output means for voice communication between a guest and an employee at the front counter, and the data management And an access means for accessing the guest information held by the means (claim 2).

  The accommodation procedure assistance system described in this section further includes an employee assistance device, and this employee assistance device is a photographing means and a display for assisting the confirmation of the accommodation procedure by the employee of the accommodation facility. Means, voice input / output means, and access means. That is, by photographing the state of the front counter with the photographing means and displaying the photographed video on the display means, the employee can approach the front counter through the display means and the progress of the accommodation procedure. Check for suspicious persons. In addition, by performing voice communication using voice input / output means, employees can communicate with the guests at the front counter via the voice input / output means, for example, when the accommodation procedure is not proceeding smoothly. Explain the procedure.

  Further, the employee accesses the guest information held by the data management means via the access means, thereby confirming the reservation status and the payment status of the guest who is making the accommodation procedure. As a result, the accommodation procedure supported by the response robot and the payment device is always fully backed up by the employee using the employee assistance device, and the deterioration of the quality of service is prevented. In addition, by installing shooting means and voice input / output means for each front counter where a response robot is installed, the state of multiple front counters can be confirmed simultaneously via the employee assistance device, and there is a particular problem. If it does not happen, there is no need for the guests and employees to communicate directly. For this reason, the number of employees who perform backup may be smaller than the number of front counters, and personnel costs can be reduced.

  (3) In the above paragraphs (1) and (2), the payment apparatus executes a check-in procedure and a check-out procedure in accordance with a guest's input operation. After receiving the input of information for identifying the guest from, check the settlement status of the accommodation price based on the guest information searched in the data management means, if the accommodation price has been settled The guest will immediately issue a room key for the room where the guest will stay, and if the accommodation price has not been settled, the room key will be issued after receiving the deposit operation from the guest and performing the settlement procedure for the accommodation price. In the checkout procedure, after reading information for identifying a guest from the room key, based on the guest information retrieved by the data management means Check the settlement status of the surcharge, and if the additional fee has been settled, immediately display a message indicating the end of the checkout procedure, collect the room key, and if the additional fee is not settled After receiving the deposit operation from the guest and performing the checkout procedure for the additional fee, the message management unit displays a message indicating the end of the checkout procedure and collects the room key. In the check-in procedure, based on information for identifying a guest input to the payment apparatus, the guest information of the guest performing the check-in procedure is searched, and the check-in apparatus In the checkout procedure, checkout is performed based on the information for identifying the guest read from the room key by the checkout device. Specialty procedures auxiliary system for searching the room's information Specialty who are performing preparative procedures (claim 3).

  The accommodation procedure assistance system described in this section executes a check-in procedure and a check-out procedure by a settlement apparatus in accordance with a guest's input operation. That is, when the check-in procedure is input by the guest, the checkout apparatus prompts the guest to input information for identifying the guest (for example, the name of the guest). When information for identifying a guest is input to the payment apparatus, the data management means performs a check-in procedure from the stored guest information based on the information input to the payment apparatus. Search the guest information of the guest who is going. Then, the settlement apparatus refers to the guest information of the guest retrieved by the data management means, and confirms the settlement status of the guest's accommodation fee based on the referred guest information of the guest. . As a result, if it is confirmed that the accommodation fee has already been settled by credit payment on the web, etc., the room key of the guest room assigned to the guest and conforming to the reservation details of the guest, Issue immediately. In addition, if it is confirmed that the accommodation fee is not settled, the room key is issued after prompting the accommodation fee settlement procedure, receiving the deposit operation from the guest, and conducting the accommodation fee settlement procedure. To do.

  On the other hand, when the check-out procedure is input by the guest, the checkout device prompts the guest to insert a room key, for example, and reads information for identifying the guest (such as a guest room number) from the room key. . Then, the data management means, based on the information for identifying the guest read from the room key by the payment apparatus, the information of the guest who is performing the check-out procedure from the guest information held Search for guest information. Then, the settlement apparatus refers to the guest information of the guest searched by the data management means, and confirms the payment status of the additional fee based on the referred guest information of the guest. As a result, when it is confirmed that the additional price has been settled, a message indicating the end of the checkout procedure is immediately displayed, and the inserted room key is recovered as it is. In addition, if it is confirmed that the additional fee has not been settled, it will prompt the check-in procedure for the additional fee, receive the deposit operation from the guest, perform the check-out procedure for the additional fee, A message indicating the end is displayed and the room key is collected. Due to such a configuration, in the accommodation procedure assistance system described in this section, the check-in and check-out procedures by the checkout device proceed more smoothly.

  (4) In the above items (1) to (3), for each of the at least one reception robot, the front counter is provided with a human sensor and a language selection means, and the reception robot is provided with the human sensor. Triggered by the detection of the guest, a welcome message for the guest and a message for prompting the language selection operation are output by voice, and after the language is selected by the guest through the language selection means, the selected language is displayed. Accommodation procedure assistance system for setting a language for voice output (claim 4).

  The accommodation procedure assistance system described in this section includes a human sensor for detecting a guest approaching the front counter and a voice language output by the response robot (for example, Japan) for each front counter where the response robot is installed. Language selection means for selecting words, English, etc.). For this reason, the response robot outputs, as a trigger, a message that welcomes the guest and a message that prompts the language selection operation via the language selection means, triggered by the detection of the guest by the human sensor. As a result, a welcome message is output by voice in synchronization with the timing when the guest approaches the front counter. When the language is selected by the guest through the language selection means, the response robot sets the language of the voice output to the selected language, and then sets the language until another language is selected. Voice output is performed by. As a result, the response robot performs the response using the language desired by the guest, so that the content of the voice output is easily understood by the guest, and the stay procedure proceeds more smoothly.

  (5) In the above items (1) to (4), each of the at least one receiving robot includes a guest card collection unit equipped with a posting sensor, and the receiving robot operates as a check-in operation. A message prompting the user to fill in the guest card and posting the guest card, and triggering the detection of the guest card to the guest card collection unit by the posting sensor as a trigger An accommodation procedure assistance system that outputs a message prompting a check-in procedure by voice (claim 5).

  The accommodation procedure assistance system described in this section includes a guest card collection unit installed adjacent to, for example, a front counter for each reception robot. This guest card collection part collects the guest card filled in by the guest. For example, the guest card collection part has a loading port where the guest card is posted and a storage part that stores the guest card. Yes. Furthermore, the guest card collection unit includes a posting sensor that detects that the guest card has been posted. Then, the response robot outputs a message prompting the guest who performs the check-in procedure to fill in the guest card and a message prompting the guest card collection unit to post the filled guest card. . After that, the response robot sends a message prompting the check-in procedure to be performed in the check-in device triggered by the detection of the guest card posting to the guest card collection unit by the post card sensor of the guest card collection unit. , Voice output to guests. As a result, the guest card is efficiently collected, and the check-in procedure by the settlement apparatus is urged at an appropriate timing.

(6) In the above paragraphs (1) to (5), the data management means includes, as the guest information, a guest's name, a payment status of an accommodation fee and an additional fee, and a guest's accommodation reservation status. Accommodation procedure assistance system that manages the information it contains (claim 6).
In the accommodation procedure assistance system described in this section, the guest information retained and managed by the data management means includes the guest's name, the settlement status of the accommodation fee and additional fee, and the accommodation reservation status of the guest. It is what. That is, the guest's name is used to identify the guest, and the checkout status is referred to by the checkout device to perform the checkout procedure, and is updated when the checkout procedure is performed. In addition, the accommodation reservation status indicates the current status of the guest who booked the accommodation, and stays at the accommodation facility, for example, according to the passage of time and the settlement procedure received by the settlement apparatus. A status such as “stay state” indicating “has been completed” and “departed” indicating that the accommodation facility has been departed by performing a checkout procedure is set. The accommodation reservation status is confirmed by, for example, an employee of the accommodation facility. Therefore, in the accommodation procedure assistance system described in this section, the accommodation procedure is efficiently performed because the above information is included in the guest information.

  Since this invention is the above structures, it becomes possible to aim at reduction of personnel expenses, improving the charm of an accommodation establishment.

It is a block diagram which shows an example of a structure of the accommodation procedure assistance system which concerns on embodiment of this invention. It is a flowchart which shows an example of the flow of a process of the reception robot shown in FIG. It is a flowchart which shows an example of the flow of a process of the adjustment apparatus shown in FIG. It is a flowchart which shows an example of the flow of a process of the data management means shown in FIG.

DESCRIPTION OF EMBODIMENTS Hereinafter, embodiments for carrying out the present invention will be described with reference to the accompanying drawings. Detailed description of the same or corresponding parts as those of the prior art will be omitted.
FIG. 1 schematically shows an example of the configuration of an accommodation procedure assistance system 10 according to an embodiment of the present invention. As shown in the figure, the accommodation procedure assistance system 10 includes a response robot 12, a checkout device 14, a data management means 16, a human sensor 22, a language selection means 24, a guest card collection unit 26, and an employee assistance device 30. Contains. Moreover, in the example of FIG. 1, the response robot 12 (12A, 12B), the checkout device 14 (14A, 14B), the human sensor 22 (22A, 22B), the language selection means 24 (24A, 24B), the guest card collection Each part 26 (26A, 26B) is configured to include two each.

  The response robot 12 is for responding to the guest at the front counter of the accommodation facility, and includes a plurality of movable parts 18 and audio output means 20. For this reason, the response robot 12 has a head, a torso, an arm, and the like that operate as the movable part 18 such as a humanoid robot, a dinosaur robot, and an animal robot, and is easy for a guest to accept. It is preferable that the appearance attracts the guest's interest. Further, the movable robot 18 may be included in a portion corresponding to the face of the response robot 12 so that the facial expression of the response robot 12 changes in accordance with the movement of eyes and mouth. The response robot 12 outputs a message prompting the guest to perform each operation related to the accommodation procedure from the voice output means 20 together with gestures, hand gestures, facial expressions, mouth movements, and the like. Further, the number of response robots 12 considered necessary for the accommodation facility is set in consideration of the size of the accommodation facility.

  Further, in the example of FIG. 1, the reception robot 12 outputs the language selected by the guest by voice via the language selection means 24 installed on the front counter for each reception robot 12. That is, the answering robot 12A outputs the language selected via the language selection unit 24A by voice, and the answering robot 12B outputs the selected language via the language selection unit 24B. Languages (languages that can be selected by the language selection unit 24) that are output by the response robot 12 include languages that are relatively frequently used by guests, such as Japanese, English, and other languages. For example, the language selection unit 24 may select a language by a button provided for each language, or may use a small terminal such as a tablet.

  The response robot 12 includes a human sensor 22 installed at the lower part of the front counter for each response robot 12 and a guest card collection unit 26 installed adjacent to the front counter for each response robot 12. Each detection result with the posting sensor 28 is used as a trigger for outputting a specific message by voice. Here, the human sensor 22 detects that a guest has approached the front counter, and the posting sensor 28 detects that a guest card has been posted to the guest card collection unit 26. is there. That is, the response robot 12A triggers the detection of the approach of the guest by the human sensor 22A and the detection of the guest card posting to the guest card collection unit 26A by the posting sensor 28 provided in the guest card collection unit 26A. The response robot 12B detects the approach of the guest by the human sensor 22B, and detects the guest card posting to the guest card collection unit 26B by the posting sensor 28 provided in the guest card collection unit 26B. Is used as a trigger. In addition, the guest card collection | recovery part 26 is provided with the posting port in which a guest card is posted, and the accommodating part which accommodates a guest card, for example.

  The checkout device 14 is for performing a check-in procedure and a check-out procedure together with a checkout procedure. More specifically, the checkout device 14 receives an input operation from a guest and based on the guest information referred from the data management means 16. Check-in procedures including check-in procedures for accommodation charges and check-out procedures including check-out procedures for additional charges. Further, the checkout device 14 issues a room key of a guest room where the guest stays at the time of check-in procedure by the guest, and collects the room key at the time of check-out procedure. As the room key, for example, a room card including an information medium in which information such as a guest room number is written is used. The settlement apparatus 14 is configured by, for example, a computer having a touch panel type operation screen and a display unit, and is installed for each reception robot 12 adjacent to, for example, a front counter. In the example of FIG. 1, the settlement apparatus 14A corresponds to the handling robot 12A, and the settlement apparatus 14B corresponds to the handling robot 12B.

  The data management means 16 retains and manages the guest information relating to the guest, and updates the guest information according to the check-in procedure performed through the check-out device 14, the passage of time, and the like. . The guest information includes, for example, the name of the guest, the settlement status of the accommodation fee and the additional fee, the accommodation reservation status of the guest, and the like. Here, the accommodation reservation status indicates the current status of the guest who has booked the stay. For example, “arrival” when the guest's expected stay date is reached, “stay state” when the check-in procedure is completed, It will be updated to “Departure Schedule” on the last day of accommodation, and “Departed” when the checkout procedure is completed. The data management means 16 is constituted by a server type computer, for example.

  The employee assistance device 30 assists the confirmation procedure of the accommodation procedure by the employee of the accommodation facility. In the example of FIG. 1, the two photographing means 32 (32A and 32B), the display means 34, and two voice inputs Output means 36 (36A and 36B) and access means 38 are included. The photographing means 32 photographs the state of the front counter. In the example of FIG. 1, the photographing means 32A photographs the state of the front unter where the response robot 12A is installed, and the photographing means 32B is the response robot 12B. Take a picture of the front unter where is installed. The display unit 34 displays the front counter image taken by the image taking unit 32 to the employee. In the present embodiment, the video captured by the two imaging units 32A and 32B is displayed by one display unit 34 by dividing the screen or switching the video. However, the same number of display means 34 as that of the photographing means 32 may be installed, and the images photographed by the photographing means 32 may be displayed on separate display means 34.

The voice input / output means 36 is for voice communication between a guest at the front counter and an employee. In the example of FIG. 1, the response robot 12A is installed via the voice input / output means 36A. Voice communication is performed between the guest and the employee who are at the front counter, and between the guest and the employee at the front counter where the response robot 12B is installed via the voice input / output means 36B. Voice communication is performed. The access means 38 is for employees to access the guest information held by the data management means 16.
For example, the employee assisting device 30 includes a display unit 34, voice input / output units 36 </ b> A and 36 </ b> B related to a guest's voice output and employee's voice input, and an access unit 38. The computer terminal is connected to the voice input of the guest and the employee's voice of the photographing means 32A and 32B (for example, IP camera) and the voice input / output means 36A and 36B via the network constructed in the accommodation facility. It may be configured to be communicably connected to a part relating to audio output (a microphone and a speaker capable of IP connection) and the data management unit 16.

Next, an example of processing operations performed by each of the response robot 12, the payment apparatus 14, and the data management unit 16 illustrated in FIG. 1 will be described with reference to the flowcharts illustrated in FIGS. In addition, please refer FIG. 1 about the structure of the accommodation procedure assistance system 10 whole.
First, the processing operation of the response robot 12 will be described along the flow of the flowchart of FIG.
S10 (detection monitoring of human sensor): The detection result indicating whether or not the guest is approaching the front counter by the human sensor 22 is monitored. And when the approach of a guest is detected by the human sensor 22 (YES), it transfers to S20, and when a guest's approach is not detected (NO), this process step is repeatedly performed. That is, it will be in a standby state until the human sensor 22 detects the approach of the guest. In this standby state, voice output of messages dedicated to the standby state, gestures dedicated to the standby state, etc. may be executed.
S20 (Welcome message output): When the human sensor 22 detects the approach of the guest to the front counter, a welcome message is output to the guest via the voice output means 20.

  S30 (Language selection message output): Following the welcome message in S20, a message that prompts the guest to select the language to be output from the response robot 12 via the language selection unit 24 is provided as a voice output unit. Audio output is performed via 20. In S20 and main processing step S30, the language selected when the welcome message and the language selection prompting voice are output may be the same as the most recently selected language, or the accommodation procedure assistance system 10 You may set to the language etc. which are used most frequently in the guest who uses the accommodation facility where is installed. Furthermore, the employee assisting device 30 is provided with a function for switching the voice output language of the response robot 12 and a function for giving a voice output instruction to the response robot 12, depending on the employee using the employee assisting device 30. After confirming that the guest has approached the front counter via the photographing means 32 and the display means 34, the language of the response robot 12 is switched according to the race of the guest, etc., and then a welcome message and language selection A message prompting the user may be output.

S40 (Language selection monitoring): It is monitored whether or not the language is selected by the guest through the language selection means 24. If a language for voice output from the response robot 12 is selected (YES), the process proceeds to S50. If a language is not selected (NO), this processing step is repeatedly executed. In other words, it is in a standby state until the language output by the response robot 12 through the language selection means 24 is selected. If no language is selected (NO), the process may return to S30, and a message prompting the user to select a language may be output repeatedly.
S50 (speech output language setting): The language for voice output from the response robot 12 is set to the language selected by the guest via the language selection means 24. That is, the language in which voice is output from the response robot 12 in each of the subsequent steps is the language set in this processing step S50 until the voice output language is selected again.

  S60 (Check-in / check-out guidance message output): For the guest, a guidance message for performing the check-in procedure and a guidance message for performing the check-out procedure are output via voice output means 20 To do. In this embodiment, as a guidance message when performing the check-in procedure, a message prompting the user to press the check-in button installed at the front counter or the like is output by voice, and as a guidance message when performing the check-out procedure, It is assumed that a message prompting the user to operate the device 14 to perform a checkout procedure is output by voice.

  S70 (check-in button monitoring): Monitors whether or not a check-in button installed on the front counter or the like has been pressed. When the check-in button is pressed (YES), the process proceeds to S80, and when the check-in button is not pressed (NO), for example, according to the elapsed time from the start of monitoring of the check-in button. Return to S10 or S60. That is, when the elapsed time is short, the process returns to S60 (flow indicated by a one-dot chain line in FIG. 2), and when the elapsed time is long, the process returns to S10. Whether or not the checkout procedure is started in the settlement apparatus 14 is monitored, and when the checkout procedure is started, the process returns to S10, and the check-in button is pressed and the checkout procedure in the settlement apparatus 14 is started. If neither of these can be confirmed, the process may return to S60. Furthermore, when the checkout procedure in the checkout apparatus 14 can be confirmed, it may be in a standby state until the checkout procedure is completed, and the process may return to S10 when the checkout procedure is completed.

S80 (name confirmation message output): A message prompting the guest to verbally convey the guest's name is outputted via the voice output means 20. The name given orally by the guest is transmitted to the employee via the voice input / output means 36 of the employee auxiliary device 30 and used to identify the guest who is at the front counter. . Then, the employee searches and confirms the guest information of the identified guest from the guest information held in the data management means 16 via the access means 38 of the employee assistance device 30.
S90 (guest card entry / posting message output): a message prompting the guest to fill in the guest card and a message prompting the guest card collection unit 26 to post the guest card filled in. The sound is output via the sound output means 20.

S100 (Detection monitoring of the posting sensor): It is monitored whether or not the guest card collection unit 26 detects that the guest card has been posted to the guest card collection unit 26. If it is detected that the guest card has been posted (YES), the process proceeds to S110, and if it has not been detected (NO), this processing step is repeatedly executed. That is, it is in a standby state until the guest card is posted to the guest card collection unit 26. In addition, when posting of the guest card is not detected (NO), the process may return to S90, and a message prompting entry and posting of the guest card may be repeatedly output by voice.
S110 (Check-in procedure message output at the settlement apparatus): A message prompting the guest to operate the settlement apparatus 14 to perform the check-in procedure is output via the voice output means 20 as a voice.

  S120 (Monitoring of room key issuance): The settlement apparatus 14 monitors whether or not a room key has been issued (see S300 in FIG. 3 described later). In this embodiment, when a room key is issued in the settlement apparatus 14, a room key issuance signal is output from the settlement apparatus 14 to the response robot 12 (see S310 in FIG. 3 described later). Whether or not a room key is issued is determined based on whether or not a message is received. That is, when the room key issuance signal is received from the settlement apparatus 14, it is determined that the room key has been issued in the settlement apparatus 14 (YES), the process proceeds to S130, and the room key issuance signal is not received. It is determined that the room key has not been issued in the settlement apparatus 14 (NO), and this processing step is repeatedly executed. That is, it will be in a standby state until a room key issue signal is received from the settlement apparatus 14. If the room key issue signal has not been received (NO), the process may return to S110, and a message prompting the checkout apparatus 14 to perform the check-in procedure may be repeatedly output as a voice.

S130 (in-house guidance message output): When it is confirmed in S120 that the room key has been issued, it is determined that the check-in procedure at the checkout device 14 has been completed, and the guest is guided through the in-house facility. The message is output as voice via the voice output means 20.
S140: By the processing steps from S80 to S130, the processing at the time of the check-in procedure by the response robot 12 is completed. For this reason, it returns to said S10 and waits until the next guest approaches the front counter. Note that, for example, the process may return to S10 via S60 (flow indicated by a one-dot chain line in FIG. 2) according to the elapsed time after the check-in process is completed.

Next, the processing operation of the settlement apparatus 14 will be described along the flow of the flowchart of FIG.
S200 (Procedure selection monitoring): Monitors whether a check-in procedure or a check-out procedure is selected and input on the operation screen or the like of the settlement apparatus 14 by the guest. If either one is selected and input (YES), the process proceeds to S210. If not selected (NO), this processing step is repeatedly executed. That is, the process waits until a procedure is selected and input. In the normal flow of the accommodation procedure using the accommodation procedure assistance system 10, the check-in procedure is selected and input by the guest after S110 in FIG. 2 described above, and the check-out procedure is selected and input. The timing to be performed is after S60 in FIG.

S210 (Check-in procedure selection determination): It is determined whether or not the procedure determined to be selected and input in S200 is a check-in procedure. If it is determined that the check-in procedure is selected and input (YES), the process proceeds to S230. If it is determined that the check-in procedure is not selected and input (NO), it is determined that the check-out procedure is selected. The process proceeds to S330.
S230 (name input message display): A message prompting the guest to input his / her name on the operation screen of the settlement apparatus 14 is displayed. Note that the information prompting input in this processing step is not limited to the name of the guest, but may be any information that can identify the guest performing the input operation.

S240 (name input determination): Whether or not the name is input by the guest is monitored. If the name is input (YES), the process proceeds to S250. If the name is not input (NO), the process returns to S230. That is, the message display in S230 and the determination in this processing step are repeatedly executed until the guest's name is input to the settlement apparatus 14. Note that the name of the guest input to the checkout device 14 is acquired by the data management means 16 as information for identifying the guest (guest identification information) (see S530 in FIG. 4 described later). .
S250 (see guest information): The data management means 16 searches based on the name (guest special information) input by the guest (see S540 in FIG. 4 to be described later). Person information is referred from the data management means 16.

S260 (accommodation status confirmation): Confirms the settlement status of the accommodation price included in the guest information referred to in S250.
S270 (accommodation fee settlement determination): As a result of the confirmation in S260, it is determined whether or not the accommodation fee of the guest who has input the name has been settled. If it is confirmed that the accommodation price has already been settled by credit settlement on the web (YES), the process proceeds to S300, and it is confirmed that the accommodation price has not been settled (NO). Proceeds to S280.

S280 (payment operation message display): A message prompting the guest to make a deposit operation for the accommodation fee is displayed. The depositing operation on the settlement apparatus 14 is performed by, for example, cash input or credit settlement input operation.
S290 (payment operation monitoring): The hotel monitors whether or not a payment operation for the accommodation fee has been performed on the settlement apparatus 14 by the guest. Then, when the accommodation fee deposit operation is performed (YES), the process proceeds to S300, and when the accommodation fee deposit operation is not performed (NO), the process returns to S280. In other words, the message display in S280 and the monitoring in this processing step are repeatedly executed until the accommodation device 14 is charged with the accommodation fee.

S300 (room key issuance): The room key of the guest room where the guest stays is issued to the guest.
S310 (room key issue signal output): A room key issue signal indicating that a room key has been issued is output to the response robot 12. The room key issuance signal output in this processing step is used for the determination of room key issuance in the response robot 12 (see S120 in FIG. 2).
S320 (check-in procedure end message display): The processing of the check-in procedure in the settlement apparatus 14 is completed by the processing steps from S230 to S310. For this reason, a message indicating that the check-in procedure has been completed is displayed to the guest, and the process returns to S200.

S330 (room key insertion message display): A message prompting the guest to insert a room key at a predetermined position of the settlement apparatus 14 is displayed. In other words, a message prompting the user to set the room key is displayed on the settlement apparatus 14 so that information can be read from the room key according to the type of room key such as a card.
S340 (room key insertion determination): Monitors whether or not a room key has been inserted by the guest. If the room key is inserted (YES), the information such as the guest room number is read from the inserted room key, and then the process proceeds to S350. If the room key is not inserted (NO), the process proceeds to S330. Return. That is, the message display in S330 and the determination in this processing step are repeatedly executed until a room key is inserted into the settlement apparatus 14. The information such as the guest room number read from the room key is acquired by the data management means 16 as information for identifying the guest (guest identification information) (see S590 in FIG. 4 described later).

S350 (see guest information): Searched by the data management means 16 based on information (guest guest identification information) such as the guest room number read from the room key in S340 (see S600 in FIG. 4 described later), the room The data management means 16 refers to the guest information of the guest who has inserted the key.
S360 (Confirmation of additional price settlement status): Confirm the settlement status of the additional price included in the guest information referred to in S350 above.

S370 (additional charge settlement determination): As a result of the confirmation in S360, it is determined whether or not the additional price of the guest who has inserted the room key has been settled. If no additional fee has been generated or if it has been confirmed that the generated additional fee has already been settled (YES), the process proceeds to S400, and it is confirmed that the generated additional fee has not been settled. If yes (NO), the process proceeds to S380.
S380 (display deposit operation message): A message prompting the guest to perform a deposit operation for an additional fee is displayed.

S390 (payment operation monitoring): It is monitored whether or not a depositing operation for an additional fee has been performed on the settlement apparatus 14 by a guest. If an additional money deposit operation is performed (YES), the process proceeds to S400, and if an additional price deposit operation is not performed (NO), the process returns to S380. That is, the display of the message in the above S380 and the monitoring in this processing step are repeatedly executed until an additional payment operation is performed on the settlement apparatus 14.
S400 (room key collection): The room key inserted for reading the information is collected as it is.
S410 (checkout procedure end message display): The processing of the checkout procedure in the settlement apparatus 14 is completed by the processing steps from S330 to S400. For this reason, a message indicating that the checkout procedure has been completed is displayed to the guest, and the process returns to S200.

Next, the processing operation of the data management unit 16 will be described along the flow of the flowchart of FIG. In the flow chart of FIG. 4, only processing operations related to the settlement apparatus 14 among the processing operations performed by the data management unit 16 are shown. That is, for example, a guest information disclosure process or a new guest information addition process in response to an access request from the access means 38 of the employee assistance device 30 is not included in the flowchart of FIG.
S500 (settlement device monitoring): The settlement device 14 is monitored in order to grasp the processing performed in the settlement device 14.

S510 (accounting device procedure monitoring): The settlement device 14 monitors whether or not the procedure has been started by the guest. If the start of the procedure is confirmed (YES), the process proceeds to S520. If the start of the procedure is not confirmed (NO), this processing step is repeatedly executed.
S520 (check-in procedure start determination): It is determined whether or not the procedure started in the checkout apparatus 14 is a check-in procedure. If it is determined that the check-in procedure has been started (YES), the process proceeds to S530. If it is determined that the check-in procedure has not been started (NO), it is determined that the check-out procedure has been started, and S590 Migrate to

S530 (acquisition of guest identification information): The information (name) for identifying the guest, which is input by the guest at the timing of S240 in FIG.
S540 (guest information search): Based on the guest identification information acquired in S530, the guest information that is being checked in at the checkout device 14 from the guest information held in the data management means 16 Search for guest information. The guest information searched in this processing step is referred to by the settlement apparatus 14 in S250 of FIG. 3 described above.

S550 (accommodation payment monitoring): The settlement apparatus 14 monitors whether or not an accommodation fee deposit operation has been performed. If it is confirmed that the accommodation price deposit operation has been performed (YES), the process proceeds to S560, and if it is not confirmed that the accommodation price deposit operation has been performed (NO), the process proceeds to S570. .
S560 (accommodation price update status update): Updates the payment status of the accommodation price included in the guest information of the guest who is checking in at the payment device 14 searched in S540 above to “settled”. .

S570 (check-in procedure completion monitoring): The checkout apparatus 14 monitors whether the check-in procedure is completed. If it is confirmed that the check-in procedure has been completed (YES), the process proceeds to S580. If it is not confirmed that the check-in procedure has been completed (NO), the process returns to S500.
S580 (accommodation reservation status update): Updates the accommodation reservation status included in the guest information of the guest who has been checking in at the settlement apparatus 14 searched in S540 to “stay state”. Then, the process returns to S500.

S590 (acquisition of guest identification information): Acquires information (such as a guest room number) that is read by the settlement apparatus 14 at the timing of S340 in FIG.
S600 (guest information search): Based on the guest identification information acquired in S590, the guest information that is being checked out in the checkout device 14 from the guest information held in the data management means 16 Search for guest information. The guest information searched in this processing step is referred to by the settlement apparatus 14 in S350 of FIG. 3 described above.

S610 (Additional payment monitoring): In the settlement apparatus 14, it is monitored whether or not an additional payment operation has been performed. If it is confirmed that an additional money deposit operation has been performed (YES), the process proceeds to S620. If it is not confirmed that an additional price deposit operation has been performed (NO), the process proceeds to S630. .
S620 (Additional fee settlement status update): Update the settlement status of the additional fee included in the guest information of the guest who is performing the checkout procedure in the settlement apparatus 14 searched in S600 to “settled”. .

S630 (checkout procedure completion monitoring): The checkout apparatus 14 monitors whether or not the checkout procedure is completed. If it is confirmed that the checkout procedure has been completed (YES), the process proceeds to S640. If it is not confirmed that the checkout procedure has been completed (NO), the process returns to S500.
S640 (accommodation reservation status update): The accommodation reservation status included in the guest information of the guest who has been checking out in the settlement apparatus 14 searched in S600 is updated to “Departed”. Then, the process returns to S500.

  Here, the flowcharts shown in FIG. 2 to FIG. 4 show the processing operations of the reception robot 12, the payment device 14, and the data management means 16 included in the accommodation procedure assistance system 10 according to the embodiment of the present invention. Is an example of a flow of processing steps for explaining the above. Therefore, the processing flow executed in the accommodation procedure assistance system 10 according to the embodiment of the present invention is not limited to the processing flow shown in FIGS. Alternatively, a processing flow in which a part of the processing steps shown in FIGS. 2 to 4 is deleted, changed, or appropriately added according to a request required for the accommodation facility may be used.

  Now, according to the embodiment of the present invention configured as described above, the following operational effects can be obtained. That is, the accommodation procedure assistance system 10 according to the embodiment of the present invention includes at least one response robot 12 (two response robots 12A and 12B in the example of FIG. 1), and the response robot 12 as shown in FIG. A settlement apparatus 14 (two settlement apparatuses 14A and 14B in the example of FIG. 1) and a data management means 16 are included. The response robot 12 is installed at the front counter of the accommodation facility and responds to the guest. The response robot 12 includes a plurality of movable parts 18 and audio output means 20. For example, the response robot 12 includes a humanoid robot, an animal-type robot, a dinosaur-type robot, and the like. The movable part 18 may be provided so that the expression changes. Thus, by combining the movements of the plurality of movable parts 18, the voice output from the voice output means 20 can be used by the voice output from the voice output means 20 while changing the hand gestures, gestures, and facial expressions as if a human is responding. Each work related to the accommodation procedure can be encouraged.

The settlement apparatus 14 receives an input operation from a guest and performs a settlement procedure such as an accommodation fee and an additional fee based on the guest information referred from the data management means 16. Since the settlement apparatus 14 is installed for each reception robot 12, when the guest is prompted by the reception robot 12 for the settlement procedure, the settlement apparatus 14 can immediately perform the settlement procedure. The data management means 16 holds and manages the guest information, and the guest information includes information on each guest necessary for the accommodation business. Then, the data management means 16 updates the guest information according to the payment procedure performed via the payment apparatus 14.
Since the accommodation procedure assistance system 10 according to the embodiment of the present invention is configured as described above, a guest performing the accommodation procedure smoothly receives the customer from the reception robot 12 at the front counter, and the checkout device 14 smoothly. Procedures can be performed. Accordingly, it is possible to reduce the labor cost by automating a part of the front work while improving the attractiveness by the response robot 12 or the like.

  The accommodation procedure assistance system 10 according to the embodiment of the present invention further includes an employee assistance device 30, which assists the confirmation of the accommodation procedure by the employee of the accommodation facility. In order to do this, the imaging means 32 (32A, 32B), the display means 34, the voice input / output means 36 (36A, 36B), and the access means 38 are provided. That is, by photographing the front counter with the photographing means 32 and displaying the photographed image on the display means 34, the employee can approach the guest at the front counter via the display means 34 and the accommodation procedure. You can check the progress status of, the presence or absence of suspicious persons, etc. Further, by performing voice communication by the voice input / output means 36, the employee has a conversation with the guest at the front counter via the voice input / output means 36, for example, when the accommodation procedure is not proceeding smoothly. Can explain the accommodation procedures.

  Furthermore, the employee can check the reservation status and settlement status of the guest who is making the accommodation procedure by accessing the guest information held by the data management means 16 via the access means 38. Can do. As a result, the accommodation procedure supported by the response robot 12 and the checkout device 14 can always be fully backed up by the employee using the employee assisting device 30, and the deterioration of the service quality can be prevented. Can do. Further, as shown in the example of FIG. 1, by installing the photographing means 32 and the voice input / output means 36 for each front counter on which the response robot 12 is installed, the state of a plurality of front counters can be changed to the employee assistance device 30. If there is no particular problem, there is no need for the guest and the employee to directly communicate with each other. For this reason, the number of employees who perform backup can be suppressed to be smaller than the number of front counters, and the labor cost can be reduced.

  Moreover, the accommodation procedure assistance system 10 according to the embodiment of the present invention includes a human sensor 22 (22A, 22B) that detects a guest approaching the front counter for each front counter on which the response robot 12 is installed. The language selection means 24 (24A, 24B) for selecting the language (for example, Japanese, English, etc.) of the sound output from the response robot 12 is provided. For this reason, the response robot 12 uses the human sensor 22 to detect the guest (S10 in FIG. 2) as a trigger, and prompts a welcome message for the guest and a language selection operation via the language selection means 24. The message is output by voice (S20 and S30 in FIG. 2). Thereby, a welcome message can be output by voice in synchronization with the timing when the guest approaches the front counter. When the language is selected by the guest through the language selection means 24, the response robot 12 sets the language for voice output to the selected language (S50 in FIG. 2), and then another language is selected. Audio is output in the set language until it is selected. As a result, the response robot 12 can perform the response using the language desired by the guest, so that the content of the voice output can be easily understood by the guest and the stay procedure can proceed more smoothly. It becomes.

  The accommodation procedure assistance system 10 according to the embodiment of the present invention includes a guest card collection unit 26 (26A, 26B) installed adjacent to the front counter, for example, for each reception robot 12. is there. This guest card collection part 26 collects the guest card filled in by the guest. For example, the guest card collection part 26 has a loading port where the guest card is posted and a storage part that stores the guest card. ing. Furthermore, the guest card collection unit 26 includes a posting sensor 28 that detects that a guest card has been posted. The response robot 12 outputs a message prompting the guest who performs the check-in procedure to fill in the guest card and a message prompting the guest card collection unit to post the filled guest card. (S90 in FIG. 2). Thereafter, the response robot 12 uses the posting sensor 28 of the guest card collection unit 26 to detect that the guest card has been loaded into the guest card collection unit 26 (S100 in FIG. 2), and then the checkout device 14 A message prompting the user to perform the check-in procedure is output to the guest as a voice (S110 in FIG. 2). Thereby, while a guest card can be collect | recovered efficiently, the check-in procedure by the adjustment apparatus 14 can be prompted at a suitable timing.

  Furthermore, the accommodation procedure assistance system 10 according to the embodiment of the present invention executes a check-in procedure and a check-out procedure by the checkout device 14 in response to a guest's input operation (S200, S210 in FIG. 3). That is, when the check-in procedure is input by the guest, the checkout device 14 prompts the guest to input information for identifying the guest (for example, the name of the guest) (S230 in FIG. 3). . When information for identifying a guest is input to the settlement apparatus 14, the data management means 16 checks based on the information input to the settlement apparatus 14 from the stored guest information. The guest information of the guest who is performing the in procedure is searched (S530 and S540 in FIG. 4). Then, the settlement apparatus 14 refers to the guest information of the guest searched for in the data management means 16 (S250 in FIG. 3), and based on the guest information of the guest who has referred, The payment state of the price is confirmed (S260 in FIG. 3). As a result, if it is confirmed that the accommodation fee has already been settled by credit payment on the web, etc., the room key of the guest room assigned to the guest and conforming to the reservation details of the guest, Issuing immediately (S300 in FIG. 3). In addition, if it is confirmed that the accommodation fee has not been settled, the settlement procedure for the accommodation fee is prompted (S280 in FIG. 3), and the settlement procedure for the accommodation fee is performed in response to the deposit operation from the guest. Later, a room key will be issued.

  On the other hand, when the checkout procedure is input by the guest, the checkout device 14 prompts the guest to insert a room key (S330 in FIG. 3), for example, and information for identifying the guest from the room key ( For example, a guest room number is read. Then, the data management means 16 performs the check-out procedure from the stored guest information based on the information for identifying the guest read from the room key by the checkout device 14. The guest's guest information is searched (S590 and S600 in FIG. 4). Then, the settlement apparatus 14 refers to the guest information of the guest searched for in the data management means 16 (S350 in FIG. 3), and based on the referred guest information of the guest, the payment status of the additional fee Is confirmed (S360 in FIG. 3). As a result, if it is confirmed that the additional price has been settled, a message indicating the end of the checkout procedure is immediately displayed (S410 in FIG. 3), and the inserted room key is recovered as it is ( S400 in FIG. 3). In addition, if it is confirmed that the additional price has not been settled, the procedure for settlement of the additional price is prompted (S380 in FIG. 3), and the settlement process for the additional price is performed in response to the deposit operation from the guest. Later, a message indicating the end of the checkout procedure is displayed and the room key is collected. Since it is such a structure, the accommodation procedure assistance system 10 which concerns on embodiment of this invention can advance the procedure of the check-in and check-out by the adjustment apparatus 14 more smoothly.

  In addition, the accommodation procedure assistance system 10 according to the embodiment of the present invention includes the guest name, the payment status of the accommodation fee and the additional fee, The room reservation status is included. That is, the name of the guest is used to identify the guest (S530 and S540 in FIG. 4), and the checkout status is referred to by the checkout device 14 to perform the checkout procedure (S250 and S350 in FIG. 3). ) And when the checkout procedure is performed (S560 and S620 in FIG. 4). The accommodation reservation status indicates the current status of the guest who booked the accommodation, and stays at the accommodation facility, for example, according to the passage of time and the payment procedure received by the payment apparatus 14. A status such as “stay state” indicating “has been completed” and “departed” indicating that the accommodation facility has been departed by performing a checkout procedure is set (S580 and S640 in FIG. 4). The accommodation reservation status is confirmed by, for example, an employee of the accommodation facility. Therefore, the accommodation procedure assistance system 10 according to the embodiment of the present invention can efficiently perform the accommodation procedure by including the above information in the guest information.

10: Accommodation procedure assistance system, 12 (12A, 12B): Response robot, 14 (14A, 14B): Payment device, 16: Data management means, 18: Movable part, 20: Voice output means, 22 (22A, 22B) : Human sensor 24 (24A, 24B): Language selection means, 26 (26A, 26B): Guest card collection unit, 28: Posting sensor, 30: Employee assistance device, 32: Shooting means, 34: Display means 36: Voice input / output means, 38: Access means

JP 2004-355097 A

(1) A system for assisting accommodation procedures at an accommodation facility, which is installed at a front counter of the accommodation facility, and is installed at each reception robot for dealing with guests, and a checkout procedure. And a data management means for holding and managing the guest information relating to the guest, and the response robot includes a plurality of movable parts and a voice output means, and the plurality of movable parts In combination with the operation, the voice output from the voice output means urges the guest to perform each operation related to the accommodation procedure, and the settlement apparatus receives an input operation from the guest, and receives the input operation from the guest. A settlement procedure is performed based on the guest information to be referred to, and the data management means executes the settlement procedure according to the settlement procedure performed through the settlement apparatus. Accommodation procedures auxiliary system to update the user information.

(2) In the above paragraph (1), the apparatus includes an employee assistance device that assists the confirmation of the accommodation procedure by the employee of the accommodation facility, and the employee assistance device includes photographing means for photographing the state of the front counter. Display means for displaying an image captured by the photographing means to an employee, voice input / output means for voice communication between a guest and an employee at the front counter, and the data management Specialty procedures auxiliary system comprising access means for accessing the hotel guest information held by the means, the.

(3) In the above item (2), for each of the at least one reception robot, the front counter includes a human sensor and a language selection unit, and the reception robot detects a guest by the human sensor. As a trigger, a welcome message for a guest and a message for prompting a language selection operation are output by voice, and after the language is selected by the guest through the language selection means, the language of the voice output to the selected language Accommodation procedure assistance system for setting up (Claim 1).

The accommodation procedure assistance system described in this section includes a human sensor for detecting a guest approaching the front counter and a voice language output by the response robot (for example, Japan) for each front counter where the response robot is installed. Language selection means for selecting words, English, etc.). For this reason, the response robot outputs, as a trigger, a message that welcomes the guest and a message that prompts the language selection operation via the language selection means, triggered by the detection of the guest by the human sensor. As a result, a welcome message is output by voice in synchronization with the timing when the guest approaches the front counter. When the language is selected by the guest through the language selection means, the response robot sets the language of the voice output to the selected language, and then sets the language until another language is selected. Voice output is performed by. As a result, the response robot performs the response using the language desired by the guest, so that the content of the voice output is easily understood by the guest, and the stay procedure proceeds more smoothly.

(4) In the above item (3), the checkout apparatus executes a check-in procedure and a check-out procedure in accordance with a guest's input operation. After receiving the input of information for identifying the hotel, the settlement status of the accommodation price is confirmed based on the guest information searched in the data management means, and if the accommodation price has been settled, the guest Will immediately issue the room key of the room where the hotel will stay, and if the accommodation fee is not settled, after receiving the deposit operation from the guest and performing the settlement procedure of the accommodation fee, issue the room key, In the checkout procedure, after reading information for identifying a guest from the room key, an additional fee is added based on the guest information retrieved by the data management means. If the additional payment has been settled, a message indicating the end of the checkout procedure will be displayed immediately and the room key will be collected. After receiving the deposit operation from the user and performing the check-in procedure for the additional fee, a message indicating the end of the check-out procedure is displayed and the room key is collected, and the data management means performs the check at the check-out device. In the in-procedure, the guest information of the guest performing the check-in procedure is searched based on the information for identifying the guest input to the settlement apparatus, and the check-out in the settlement apparatus is performed. In the procedure, based on the information for identifying the guest read from the room key by the checkout device, Specialty procedures auxiliary system for searching the room's information Specialty who is performing can (claim 2).

The accommodation procedure assistance system described in this section executes a check-in procedure and a check-out procedure by a settlement apparatus in accordance with a guest's input operation. That is, when the check-in procedure is input by the guest, the checkout apparatus prompts the guest to input information for identifying the guest (for example, the name of the guest). When information for identifying a guest is input to the payment apparatus, the data management means performs a check-in procedure from the stored guest information based on the information input to the payment apparatus. Search the guest information of the guest who is going. Then, the settlement apparatus refers to the guest information of the guest retrieved by the data management means, and confirms the settlement status of the guest's accommodation fee based on the referred guest information of the guest. . As a result, if it is confirmed that the accommodation fee has already been settled by credit payment on the web, etc., the room key of the guest room assigned to the guest and conforming to the reservation details of the guest, Issue immediately. In addition, if it is confirmed that the accommodation fee is not settled, the room key is issued after prompting the accommodation fee settlement procedure, receiving the deposit operation from the guest, and conducting the accommodation fee settlement procedure. To do.

On the other hand, when the check-out procedure is input by the guest, the checkout device prompts the guest to insert a room key, for example, and reads information for identifying the guest (such as a guest room number) from the room key. . Then, the data management means, based on the information for identifying the guest read from the room key by the payment apparatus, the information of the guest who is performing the check-out procedure from the guest information held Search for guest information. Then, the settlement apparatus refers to the guest information of the guest searched by the data management means, and confirms the payment status of the additional fee based on the referred guest information of the guest. As a result, when it is confirmed that the additional price has been settled, a message indicating the end of the checkout procedure is immediately displayed, and the inserted room key is recovered as it is. In addition, if it is confirmed that the additional fee has not been settled, it will prompt the check-in procedure for the additional fee, receive the deposit operation from the guest, perform the check-out procedure for the additional fee, A message indicating the end is displayed and the room key is collected. Due to such a configuration, in the accommodation procedure assistance system described in this section, the check-in and check-out procedures by the checkout device proceed more smoothly.

(5) In the above (3) and (4), each of the at least one reception robot includes a guest card collection unit having a posting sensor, and the reception robot operates as a guest at the time of check-in. A message prompting the user to fill in the guest card and posting the guest card is output by voice, and the check by the checkout device is triggered by the detection of the guest card posting to the guest card collection unit by the posting sensor. Accommodation procedure assistance system which outputs a message prompting in-procedure by voice (Claim 3 ).

(6) In the above items ( 3 ) to (5), the data management means includes, as the guest information, the name of the guest, the payment status of the accommodation fee and the additional fee, and the accommodation reservation status of the guest Accommodation procedure assistance system that manages the information it contains (claim 4 ).
In the accommodation procedure assistance system described in this section, the guest information retained and managed by the data management means includes the guest's name, the settlement status of the accommodation fee and additional fee, and the accommodation reservation status of the guest. It is what. That is, the guest's name is used to identify the guest, and the checkout status is referred to by the checkout device to perform the checkout procedure, and is updated when the checkout procedure is performed. In addition, the accommodation reservation status indicates the current status of the guest who booked the accommodation, and stays at the accommodation facility, for example, according to the passage of time and the settlement procedure received by the settlement apparatus. A status such as “stay state” indicating “has been completed” and “departed” indicating that the accommodation facility has been departed by performing a checkout procedure is set. The accommodation reservation status is confirmed by, for example, an employee of the accommodation facility. Therefore, in the accommodation procedure assistance system described in this section, the accommodation procedure is efficiently performed because the above information is included in the guest information.

Further, in the example of FIG. 1, the reception robot 12 outputs the language selected by the guest by voice via the language selection means 24 installed on the front counter for each reception robot 12. That is, the answering robot 12A outputs the language selected via the language selection unit 24A by voice, and the answering robot 12B outputs the selected language via the language selection unit 24B. Languages (languages that can be selected by the language selection unit 24) that are output by the response robot 12 include languages that are relatively frequently used by guests, such as Japanese, English, and other languages. Language selection means 24 may be, for example, those selected language by a button installed in each language, may be of also using small terminals tablet or the like.

Claims (6)

A system for assisting accommodation procedures at an accommodation facility,
At least one reception robot that is installed at the front counter of the accommodation facility and handles guests, a payment device that is installed for each reception robot and performs a checkout procedure, and guest information about the guest Data management means for holding and managing,
The response robot includes a plurality of movable parts and sound output means, and performs operations related to accommodation procedures for a guest by voice output from the sound output means while combining the operations of the plurality of movable parts. Prompt,
The settlement apparatus receives an input operation from a guest, performs a settlement procedure based on the guest information referred from the data management means,
The said data management means updates the said guest information according to the payment procedure performed via the said payment apparatus, The accommodation procedure assistance system characterized by the above-mentioned. Including an employee assistance device for assisting the confirmation of the accommodation procedure by the employee of the accommodation facility,
The employee assistance device includes a photographing means for photographing the state of the front counter, a display means for displaying an image photographed by the photographing means to an employee, a guest and an employee at the front counter, The accommodation procedure assistance according to claim 1, further comprising: voice input / output means for performing voice communication between the two, and access means for accessing the guest information held by the data management means. system. The settlement apparatus is
The check-in and check-out procedures are executed according to the guest's input operation.
In the check-in procedure, after receiving input of information for identifying the guest from the guest, check the settlement status of the accommodation fee based on the guest information searched in the data management means, If the price has been settled, the room key of the room where the guest stays will be issued immediately. If the price has not been settled, the payment procedure will be carried out after receiving the deposit operation from the guest. After issuing the room key,
In the check-out procedure, after reading the information for identifying the guest from the room key, the payment status of the additional fee is confirmed based on the guest information searched in the data management means, and the additional fee If the checkout procedure has been settled, a message indicating the end of the checkout procedure will be displayed immediately and the room key will be collected. After completing the checkout procedure, the message indicating the end of the checkout procedure is displayed and the room key is collected,
The said data management means is the said guest of the guest who is performing the check-in procedure based on the information for specifying the guest input into the said payment apparatus in the said check-in procedure in the said payment apparatus Search for information, and in the checkout procedure in the checkout device, the accommodation of the guest who is performing the checkout procedure based on the information for identifying the guest read from the room key by the checkout device 3. The accommodation procedure assistance system according to claim 1 or 2, wherein person information is searched. For each of the at least one receiving robot, the front counter includes a human sensor and a language selection unit,
The response robot outputs a welcome message for a guest and a message for prompting a language selection operation triggered by the detection of the guest by the human sensor, and the language is selected by the guest via the language selection unit. 4. The accommodation procedure assistance system according to any one of claims 1 to 3, wherein a language for voice output is set to the selected language after being performed. Each of the at least one reception robot includes a guest card collection unit equipped with a posting sensor,
The response robot outputs a message prompting the guest to fill in the guest card and posting the guest card as an operation at check-in, and stays in the guest card collection unit by the posting sensor. The accommodation procedure assistance system according to any one of claims 1 to 4, wherein a message prompting a check-in procedure by the settlement apparatus is output by voice triggered by detection of a person card posting.   The data management means manages, as the guest information, information including a guest's name, a settlement status of an accommodation fee and an additional fee, and a guest's accommodation reservation status. The accommodation procedure assistance system according to any one of 1 to 5.

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