KR20190065659A - A server that handling hotel client's requests - Google Patents

Abstract

Provided is a server for treating a customer request of a hotel which comprises: an input unit selected with a category including a request detail of a customer and receiving content of the request detail; a storage unit for storing an average required treatment time for each category, each customer information, and customer reserve information; a guide unit for checking the category including the request detail of the customer input to the input unit and guiding an average required time of the corresponding request detail; a notification unit for transmitting a notification message to a hotel server and an employee terminal connected to the hotel server when a predetermined time has elapsed after the request detail of the customer is input to the input unit; and a reward providing unit for providing the customer for a reset reward when a treatment time for the request detail of the customer input to the input unit exceeds a predetermined time period more than the average required time.

Description

BACKGROUND OF THE INVENTION 1. Field of the Invention [0001] The present invention relates to a server,

The present invention relates to a server for processing a customer request item, and is a server for processing requests of customers visiting the hotel.

In general, hotels that provide accommodation and food / beverage to people like hotels will receive inquiries, requests, and complaints from customers.

Failure to process such requests quickly and accurately will result in the visitor not being able to return and the image of the hotel being compromised.

On the other hand, the hotel concentrates only on handling the requests of the customers, but also provides information on what areas the customers are interested in, what parts they feel uncomfortable about, and how satisfied customers are with the hotel's response Due to systematic collection and management, hotels are not able to improve service.

Although the technique as a background of the present invention is disclosed in Korean Patent Registration No. 10-0849236, a fundamental solution to the above-mentioned problems is not presented.

According to an aspect of the present invention, there is provided a method for managing a time required for a client to classify a request received from a customer by category to guide an average time required for the client, .

It categorizes the categories of the customer's requests, calculates the average time it takes to process the request, and feeds the ratings back from the customer to calculate the average rating of the categories.

The problems to be solved by the present invention are not limited to the above-mentioned problems, and other problems which are not mentioned can be clearly understood by those skilled in the art from the following description.

In order to solve the above-described problems, a server for processing a customer request item of a hotel according to an embodiment of the present invention comprises a server for processing a request item of a hotel customer, An input unit for receiving the contents of the input unit; An average time taken for each category, a storage unit for storing information on each customer and information on the customer's reserve; A guide unit for confirming a category to which a request item of the customer inputted into the input unit belongs and guiding an average time required for the request item; A notification unit for transmitting a notification message to an employee terminal connected to the hotel server and the hotel server when a predetermined time has elapsed after the request of the customer is input to the input unit; And a reward provider for providing a predetermined reward to the customer when the processing time of the customer's request input to the input unit exceeds the average time taken for a predetermined time.

A tip providing unit that receives a request from a customer terminal to provide a tip to an employee who has processed a customer request, subtracts the amount of the customer stored in the storage unit by a predetermined amount, and provides a tip to the employee; Wherein the guide unit transmits a photograph and information of the staff member to the customer terminal when a staff member to handle the request of the customer is assigned.

In addition, the guide unit may be configured to check the category to which the request item of the customer is input, guide the average travel time of the request item, and calculate the average travel time according to the work amount of the hotel, .

And a feedback module for receiving a rating of satisfaction from the customer after the request of the customer is solved, wherein the storage unit checks the time required for the request of the customer to be processed, The average time required for processing the category is updated, and the feedback module calculates and stores the rating of each of the categories through the input rating.

In addition to this, another method for implementing the present invention, a computer readable recording medium for recording a computer program for executing the system, and the method may be further provided.

According to the present invention as described above, it is possible to prevent the customer from requesting another complaint about the waiting time by guiding the average time required for the requested items.

In addition, when a request is input, a notification message is sent to the employees whenever a predetermined time is exceeded, thereby speeding up the processing speed of the request of the customer.

In addition, the category of the request items is classified to calculate the average time taken and the average of the ratings, so that the strengths and weaknesses of the services provided by the hotel can be grasped.

The effects of the present invention are not limited to the above-mentioned effects, and other effects not mentioned can be clearly understood by those skilled in the art from the following description.

1 is a block diagram of a customer request handling server in a hotel according to an embodiment of the present invention;
2 is a block diagram of a hotel server according to an embodiment of the present invention;
FIG. 3 illustrates an example of receiving a request from a customer according to an embodiment of the present invention. FIG.
FIG. 4 is an exemplary diagram illustrating an average time taken for a customer inquiry according to an embodiment of the present invention and guidance of a staff member in charge.

BRIEF DESCRIPTION OF THE DRAWINGS The advantages and features of the present invention and the manner of achieving them will become apparent with reference to the embodiments described in detail below with reference to the accompanying drawings. It should be understood, however, that the invention is not limited to the disclosed embodiments, but may be embodied in many different forms and should not be construed as limited to the embodiments set forth herein, Is provided to fully convey the scope of the present invention to a technician, and the present invention is only defined by the scope of the claims.

The terminology used herein is for the purpose of illustrating embodiments and is not intended to be limiting of the present invention. In the present specification, the singular form includes plural forms unless otherwise specified in the specification. The terms " comprises "and / or" comprising "used in the specification do not exclude the presence or addition of one or more other elements in addition to the stated element. Like reference numerals refer to like elements throughout the specification and "and / or" include each and every combination of one or more of the elements mentioned. Although "first "," second "and the like are used to describe various components, it is needless to say that these components are not limited by these terms. These terms are used only to distinguish one component from another. Therefore, it goes without saying that the first component mentioned below may be the second component within the technical scope of the present invention.

Unless defined otherwise, all terms (including technical and scientific terms) used herein may be used in a sense that is commonly understood by one of ordinary skill in the art to which this invention belongs. In addition, commonly used predefined terms are not ideally or excessively interpreted unless explicitly defined otherwise.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.

Prior to explanation, the meaning of terms used in this specification will be briefly described. It should be noted, however, that the description of the terms is intended to assist the understanding of the present specification, and thus is not used to limit the technical idea of the present invention unless explicitly stated as limiting the present invention.

In the present specification, the term "customer " refers to a guest staying in a hotel, and may refer to a visitor who uses a hotel restaurant or an entertainment facility according to a service provided by the hotel. Refers to a device capable of communicating with the hotel server 10 such as a computer, a tablet PC, a smart phone, a PDA, a wearable device, etc., and may be a public program or a program provided by the hotel itself Lt; / RTI >

Figure 1 is a block diagram of a customer request handling server in a hotel according to an embodiment of the present invention.

Referring to FIG. 1, a hotel server 10 receives requests from one or more customers.

At this time, a method of receiving a request item from a customer may be entered directly by a customer using a program (application) using the customer terminal 300, or a customer may input a wired- Or directly speaking and inputting the guide through the program.

Preferably, both customers are encouraged to use both methods, since it may be difficult for a particular customer to deliver the request verbally.

In the hotel server 10, requested items requested by customers are stored and transmitted to the employee terminal 500 so that the title, category, and information of each request item can be displayed.

FIG. 2 is a block diagram of a hotel server according to an embodiment of the present invention. FIG. 3 is a diagram illustrating an example of receiving a request from a customer according to an embodiment of the present invention. The average time required for the inquiry of the customer and the guidance of the staff in charge.

2 to 4, a description will be given of a hotel server 10 of a server for processing a customer request for a hotel according to an embodiment of the present invention.

The hotel server 10 includes an input unit 100, a storage unit 110, a guide unit 120, a notification unit 130, a reward providing unit 140, a tip providing unit 150, and a feedback input unit 100 do.

The input unit 100 receives a request of a customer, selects a category to which the request of the customer belongs, and receives the contents of the request.

At this time, the title of the request may be input separately, or the category may be the title.

Here, the categories are categorized so that customers can request data representative of requests, and can be classified into categories as shown in Table 1 below. At this time, the method of classifying the category allows the practitioner of the present invention to easily select it according to the hotel situation.

Accordingly, as shown in FIG. 3, the customer selects a category to which the request belongs, and then inputs the request. Thus, the hotel server 10 can dataize the request of the customer.

The storage unit 110 stores information on the average time taken to process each category, information on each customer, and information on the customer's reserves.

The guide unit 120 confirms the category to which the request item of the customer inputted by the input unit 100 belongs and informs the customer of the average required time of the request item.

The guide unit 120 loads the average time required for each of the categories stored in the storage unit 110 to be processed on average, and guides the customer to the average time required. For example, if the customer selects 3. Room service (meals), he or she will tell you that room service (meals) will be provided for an average of 30 minutes, or 8. When you ask for laundry, It can be told that it takes 1 hour.

Generally, after receiving the request, the customer may feel bored after the receipt of the request, and the complaint about when the request is completed can be resubmitted.

At this time, as the guide unit 120 informs the customer of the time required for the average guide unit 120, it is possible to reduce the frequency with which the customer requests the complainance by letting the customer know how much time the user's request is processed.

The guide unit 120 confirms the categories to which the request items inputted by the input unit 100 belong and guides the average time required for the requested items, Recalculate time and guide.

Due to the nature of the business of the hotel, the time required to process the request may be longer than the average due to the large amount of work, and the guide unit 120 may receive complaints from the customers if the average time required for the normal operation is guided to the customer.

Accordingly, the guide unit 120 receives the current workload of the hotel from the hotel manager, re-calculates the average travel time, and guides the guide.

For example, the guide unit 120 classifies the current workload of the hotel into 1 to 5 steps, sets 1 as an average, and sets 5 as the highest workload. If the hotel manager enters the work load of 1, the user will be guided to the "average travel time." Enter 2 to enter "average travel time × 1.1." If you enter 3, "average travel time × 1.2" × 1.3 "and 5, it is desirable to guide" average time required × 1.4 ".

In addition, the guide unit 120 transmits the photograph and information of the staff member to the customer terminal 300 when a staff member to handle the request of the customer is assigned.

Since the customer's request may be directly contacted by the staff member depending on the type of the customer's request, the customer can know the face of the staff member in advance and meet the staff member to prevent the accident, . Referring to FIG. 4, the category of the customer's request item, the average time taken for the customer, the name and the face of the responsible person are displayed through the screen of the customer terminal 300.

The notification unit 130 transmits a notification message to the employee terminal 500 connected to the hotel server 10 and the hotel server 10 after a predetermined time has passed after the request of the customer is input to the input unit 100 do.

The hotel server 10 displays a list of requests inputted from customers in chronological order and transmits a notification message to the hotel server 10 and the employee terminal 500 in response to the already set timeout request So that it can be processed quickly.

For example, a notification message is set to be transmitted every five minutes so that the person in charge of the hotel server 10 and the employees are informed of requests to be processed first.

Preferably, the hotel server 10 stores a list of all the employees who work at the hotel, except for the employees who are off duty today, a list of the employees in charge is displayed, and a person in charge of the request is assigned .

The reward providing unit 140 provides the predetermined reward to the customer when the processing time of the customer's request input to the input unit 100 exceeds the average required time.

If the notification unit (130) informs the customer of the average time required for the request, if the hotel's workload is large and exceeds the average time, the customer complains about the hotel's service and does not visit next time Do not worry, you can make a bad evaluation, so we will give you a reward so you can settle down your complaints.

For example, if a customer requests a room service (cooking) and the request is for 30 minutes, but the customer has exceeded 20 minutes (the time set in the notification), a reservation Points), discount coupons, and meal coupons.

When the tip providing unit 150 receives a request from the customer terminal 300 to provide a tip to the employee who has processed the request of the customer, the tip providing unit 150 subtracts the customer's reserve stored in the storage unit 110 by the corresponding amount, Provide tips to employees.

There are countries that provide tips according to the culture of each country, and some countries do not. In general, hotels often provide tips, but in recent years, as the frequency of use of smart cards and cards has increased, Since customers may have difficulty in providing a tip, the program of the hotel server 10 may be used to charge the reserve and to use the reserve to provide tips to the employee.

Preferably, the hotel server 10 further includes a reserve charging section through which the customer can charge the reserve. The customer can pay for the various services of the hotel with the reimbursement fee charged through the rechargeable battery charging unit, and can provide tips to the staff who assisted the request through the tip providing unit 150.

The feedback input unit 100 receives the rating of the satisfaction of the service from the customer after the request of the customer is solved.

In addition, the storage unit 110 updates the average time taken for the corresponding category by checking the time taken for the request of the customer to be processed, and calculates the rating of each category through the ratings received by the feedback module And stores it.

More specifically, the customer inputs information such as the required time and the quality of service for the service provided by the hotel in response to the request, receives the score, and calculates an average of the ratings of the category to which the request belongs .

Due to this configuration, the manager of the hotel confirms the rating of the categories classified by the hotel, obtains information on which part of the hotel's services are satisfied and complained, There is an effect that can be.

As described above, the customer request processing server of a hotel according to an embodiment of the present invention may be implemented as a program (or an application) to be executed in combination with a server that is a hardware, and may be stored in a medium.

The above-described program may be stored in a computer-readable medium such as C, C ++, JAVA, machine language, or the like that can be read by the processor (CPU) of the computer through the device interface of the computer, And may include a code encoded in a computer language of the computer. Such code may include a functional code related to a function or the like that defines necessary functions for executing the above methods, and includes a control code related to an execution procedure necessary for the processor of the computer to execute the functions in a predetermined procedure can do. Further, such code may further include memory reference related code as to whether the additional information or media needed to cause the processor of the computer to execute the functions should be referred to at any location (address) of the internal or external memory of the computer have. Also, when the processor of the computer needs to communicate with any other computer or hotel server or the like remote to execute the functions, the code may be transmitted to any other computer or server remotely using the communication module of the computer A communication-related code such as how to communicate, what information or media should be transmitted or received during communication, and the like.

The medium to be stored is not a medium for storing data for a short time such as a register, a cache, a memory, etc., but means a medium that semi-permanently stores data and is capable of being read by a device. Specifically, examples of the medium to be stored include ROM, RAM, CD-ROM, magnetic tape, floppy disk, optical data storage, and the like, but are not limited thereto. That is, the program may be stored in various recording media on various servers to which the computer can access, or on various recording media on the user's computer. In addition, the medium may be distributed to a network-connected computer system so that computer-readable codes may be stored in a distributed manner.

The steps of a method or algorithm described in connection with the embodiments of the present invention may be embodied directly in hardware, in software modules executed in hardware, or in a combination of both. The software module may be a random access memory (RAM), a read only memory (ROM), an erasable programmable ROM (EPROM), an electrically erasable programmable ROM (EEPROM), a flash memory, a hard disk, a removable disk, a CD- May reside in any form of computer readable recording medium known in the art to which the invention pertains.

While the present invention has been described in connection with what is presently considered to be practical exemplary embodiments, it is to be understood that the invention is not limited to the disclosed embodiments, but, on the contrary, You will understand. Therefore, it should be understood that the above-described embodiments are illustrative in all aspects and not restrictive.

10: Hotel server
100: Input unit
110:
120:
130:
140: Reward offerings
150: Tips Offering
300: Customer terminal
500: Employee terminal

Claims (4)

A server for processing a request of a hotel customer,
An input unit for selecting a category to which a request item of the customer belongs and receiving the contents of the request item;
An average time taken for each category, a storage unit for storing information on each customer and information on the customer's reserve;
A guide unit for confirming a category to which a request item of the customer inputted into the input unit belongs and guiding an average time required for the request item;
A notification unit for transmitting a notification message to an employee terminal connected to the hotel server and the hotel server when a predetermined time has elapsed after the request of the customer is input to the input unit; And
And a reward provider for providing a predetermined reward to the customer when the processing time of the customer's request input to the input unit exceeds the average time taken for a predetermined time. The method according to claim 1,
And a tip providing unit for receiving a request from a customer terminal to provide a tip to an employee who has processed the request of the customer, and subtracting the amount of the customer's deposit stored in the storage unit and providing a tip to the employee In addition,
The guide portion
A customer's request processing server of a hotel, which transmits the photograph and information of the staff member to the customer terminal when the staff member is assigned to handle the request of the customer. The method according to claim 1,
The guide portion
And the average time required for the request is input to the input unit, and the average time required for the request is calculated, Customer request processing server. The method according to claim 1,
And a feedback module for inputting a rating of satisfaction from the customer after the request of the customer is solved,
Wherein,
The feedback module updates the average time required for processing the corresponding category by checking the time required for the request of the customer to be processed and calculates the rating of each of the categories through the ratings received by the feedback module , The hotel's customer requests processing server.

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