JP2005050002A - Reservation management system and reservation management method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To eliminate stresses of all users who wait their turn. <P>SOLUTION: When a reservation for using facilities is made to a server through the Internet, a system is provided to read and manage the reservation state in the facilities. The system also issues, to a reservation customer whose turn comes near, a notification to that effect via voice after making a telephone call. Since the notification of the turn can be issued through not only a mail but also the voice, the user can receive the notification of the turn using a fixed telephone. The reservation can be made without using a portable telephone, and therefore, even a visually handicapped person can utilize the service, which is not influenced by a trouble on the Internet, such as in a mail server. Because the reservation can be made only using a telephone number, a reservation input becomes extremely simple, and membership registration or the like is not necessary. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a system and method for managing a facility use reservation in a facility such as a restaurant or an amusement park where a customer may wait for a turn.
[0002]
[Prior art]
2. Description of the Related Art Conventionally, there are systems that manage facility use reservations in facilities where customers may wait in turn, such as hospitals, restaurants, and amusement parks.
[0003]
For example, Patent Document 1 discloses a system that notifies by email that one's turn is approaching.
[0004]
[Patent Document 1] Japanese Patent Laid-Open No. 2001-331590
[0005]
[Problems to be solved by the invention]
However, the conventional system described above requires user registration in order to apply for a reservation, which is inconvenient for the customer. In addition, users who do not have a mobile phone equipped with a mail reception function cannot receive services, and even if the order approaches, there is no function to notify that the order has been approached in advance, and the user is always conscious of waiting for the order. I had to check my turn.
[0006]
Further, when the guidance order arrives and there is a call, it is absent, and when a reservation customer visits the store after that, the customer waiting at the store cannot be interrupted without feeling uncomfortable.
[0007]
The present invention has been made to solve the above-described problems of the prior art, and an object of the present invention is to provide a technique for resolving the waiting stress for all users.
[0008]
[Means for Solving the Problems]
A reservation management system for managing facility use reservations,
First receiving means for receiving use reservation information specified by a telephone number via a network;
Registration means for sequentially registering the telephone numbers received by the first receiving means in the reservation database;
Second receiving means for receiving use start information indicating that the reservation customer has started using the facility via the network;
A deletion means for deleting the telephone number of the reservation customer who has started the use of the facility from the reservation database when receiving the use start information by the second receiving means;
Transmitting means for reading a telephone number registered as a reservation in a predetermined order in the reservation database, calling the read telephone number and transmitting a call message;
It is characterized by including.
[0009]
The first receiving means receives the use reservation information from a user terminal used by a user who makes the use reservation via the Internet.
[0010]
It further has setting means for setting for each user whether to call the order by e-mail or by voice,
The first receiving means receives use reservation information including an e-mail address from a user who is set to call the order in the setting means by e-mail,
The transmission means transmits a call message to the mail address for a user who is set to make an order call by the setting means by mail.
[0011]
A reservation management system for managing facility use reservations,
First receiving means for receiving use reservation information via a network;
Registration means for registering the use reservation information received by the first receiving means in a reservation database in a waiting order;
Calling means for referring to the reservation database, transmitting the use reservation information of a reservation customer who should use the facility to a terminal provided in the facility, and calling the reservation customer to the facility;
Second receiving means for receiving absence information indicating that the reservation customer called by the calling means is absent from the terminal of the facility via the network;
When the absence information is received by the second receiving means, the reservation means that uses the reservation information of the absent reservation customer as a hold in the reservation database;
Third receiving means for receiving, via the network, visit information indicating that the reservation customer who has been put on hold by the holding means has come to the facility;
Re-registration means for re-registering the reserved customers who have arrived in a predetermined order as waiting in the reservation database according to the visit information received by the third receiving means;
It is characterized by including.
[0012]
The information processing apparatus further includes a canceling unit that cancels the use reservation information that is held by the holding unit in the reservation database after a predetermined time.
[0013]
In order to achieve the above object, the method according to the present invention comprises:
A reservation management method using a reservation management system for managing facility use reservations,
A first receiving step in which the reservation management system receives use reservation information specified by a telephone number via a network;
The reservation management system registers the telephone numbers received in the reception step in the reservation database in order,
A second receiving step in which the reservation management system receives, from the terminal managed by the facility, use start information indicating that a reservation customer has started using the facility via the network;
When receiving the use start information in the second receiving step, a deletion step of deleting the telephone number of the reservation customer who started using the facility from the reservation database;
A transmission step of reading a telephone number registered as a reservation in a predetermined order in the reservation database, calling the read telephone number and transmitting a call message;
It is characterized by including.
[0014]
In the first receiving step, the reservation management system receives the use reservation information from the user terminal used by the user who makes the use reservation via the Internet.
[0015]
It further has a setting step for setting for each user whether to call the order by email or by voice,
In the first receiving step, from the user who is set to call the order in the setting step by e-mail, use reservation information including an e-mail address is received,
In the transmission step, a call message is transmitted to the mail address for the user who is set to perform the calling in the order in the setting step by mail.
[0016]
A reservation management method using a reservation management system for managing facility use reservations and a terminal of the facility,
A first receiving step in which the reservation management system receives use reservation information of the facility via a network;
A registration step of registering the use reservation information received in the first reception step in a reservation database in a waiting order;
Referring to the reservation database, transmitting the use reservation information of the reservation customer who should use the facility to the terminal of the facility, and calling the reservation customer to the facility;
A second receiving step of receiving absence information indicating that the reservation customer called by the calling step is absent from the terminal of the facility via the network;
When the absence information is received in the second receiving step, the reservation step of handling the reservation reservation of the absent reservation user in the reservation database;
A third receiving step for receiving store visit information indicating that a reservation customer who has been put on hold by the hold step has visited the store from the terminal of the facility, via the network;
In accordance with the store visit information received in the third receiving step, a re-registration step of re-registering the reservation customers who have come to the store in a predetermined order in the reservation database as a waiting list
It is characterized by including.
[0017]
The method further comprises a canceling step in which the use reservation information that is held in the holding step is handled as a cancellation in the reservation database after a predetermined time.
[0018]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the drawings. However, the relative arrangement of components, the display screen, and the like described in this embodiment are not intended to limit the scope of the present invention only to those unless otherwise specified.
[0019]
A reservation management system as an embodiment of the present invention will be described with reference to FIG.
[0020]
The reservation management system 1 according to the present embodiment is a system in which a user can easily apply for a waiting list from any place, from the Web, from a telephone, from a storefront terminal. The reservation management system 1 can provide a reservation management service for any facility that can wait for a turn, and can simultaneously provide a reservation management service for a plurality of facilities. The user can make a reservation from anywhere, and can use the facility without waiting for a long time near the facility because it is only necessary to come to the facility after a call. In addition, it is possible to notify the user that his turn is approaching by voice and / or mail. Furthermore, if the provider of the reservation management system lends the server to the facility to be introduced, the facility can receive the service with a small initial investment and no maintenance is required. Hereinafter, a store such as a restaurant will be described as an example of a facility using this system.
[0021]
<System configuration>
FIG. 1 is a block diagram showing a reservation management system 1 and a user terminal 2 and an in-store system 3 that use the reservation management system 1.
[0022]
The reservation management system 1 can communicate simultaneously with a plurality of user terminals 2 and the in-store system 3 via the Internet (not shown). Accordingly, the following exchange of data between the reservation management system 1 and the user terminal 2 and exchange between the reservation management system 1 and the in-store system 3 are all performed via the Internet. However, the reservation management system 1 and the in-store system 3 may be connected by a dedicated line.
[0023]
The reservation management system 1 includes a Web server 11, a CT (Computer Telephone Integration) server 12, a DB (database) server 13, and a voice call system 14. As these Web server 11, CT server 12, and DB server 13, it is also possible to use a general-purpose personal computer in which the respective server software is incorporated. Although only one web server 11 is shown in FIG. 1, two types of web servers, that is, an open-dedicated web server and a close-dedicated web server may be provided. In that case, the open dedicated Web server can be used by a plurality of facilities that may make reservation information public to other facilities, and the closed dedicated Web server does not want to disclose reservation information to other facilities. Can be used. For example, when a closed dedicated Web server receives access specifying a facility from a user terminal, the closed dedicated Web server displays the congestion status of only a plurality of chain stores including the facility, and the open dedicated Web server is unrelated to the facility. The congestion status of the facility is also displayed.
[0024]
The user terminal 2 is a PC (personal computer), a mobile phone, a fixed phone, or the like used by the user. The terminal is preferably a terminal that can be connected to the Internet, but is not limited thereto, and may be a fixed telephone that does not have an Internet connection function.
[0025]
The in-store system 3 includes a store management PC 31 and a customer reservation PC 32. The store management PC 31 is a PC operated by a store clerk, and a general-purpose personal computer can be used as long as it can be connected to the Internet. A touch panel 311 and a number display device 312 are connected to the store management PC 31. The touch panel 311 has functions of both a display and an input device. Therefore, the store clerk can input desired data by touching the screen while viewing the image displayed on the touch panel 311. On the other hand, the customer reservation PC 32 is a PC mainly operated by a customer who has visited the store, and is connected to the touch panel 321 and the number ticketing printer 322. A customer who has visited the store can touch the screen based on the image displayed on the touch panel 321 to make a reservation, notify the store, or cancel the reservation. Further, the customer reservation PC 32 can print out a ticket on which a reservation number is written from a number ticketing printer 322. By issuing a reservation number ticket to customers who have made a reservation by visiting the store, it is possible to confirm the customers who have arrived in the store and have passed through the store. Here, the display device included in the in-store system 3 is the touch panel 311, 321; however, the display device is not limited to this, and a numeric keypad may be provided in addition to the touch panel. A keyboard and a mouse may be used in combination. It is also possible to realize the functions of both the store management PC 31 and the customer reservation PC 32 with a single PC. In this case, the store management image and the customer reservation image are displayed on two monitors. Just output. Furthermore, a reservation customer calling speaker may be connected to the store management PC 31. In addition to the OS, the PC included in the in-store system 3 only needs to have a general Internet browser and a touch panel or printer driver installed.
[0026]
Next, the internal configuration and operation of the reservation management system 1 will be described.
[0027]
The web server 11 includes web content including an HTML source and a CGI program in a storage area designated by a predetermined URL, and is connected to the Internet. When there is an access from the user terminal 2 or the in-store system 3 via the Internet, various image display data (HTML documents) are read and transmitted in response to the access from the user terminal 2 or the in-store system 3. Receive data over the Internet. Further, the Web server 11 is connected to the DB server 13, and reservation information received from the user terminal 2 or the in-store system 3 (reservation number and its attribute, or information combining a telephone number or an e-mail address), etc. Is appropriately sent to the DB server 13 to perform reservation registration. Further, the Web server 11 reads reservation status data and the like from the DB server 13 in response to an access from the user terminal 2 or the in-store system 3 and transmits it to the user terminal 2 or the in-store system 3. As a result, the user terminal 2 and the in-store system 3 can make a reservation application and confirmation by simply connecting to the Internet.
[0028]
The Web server 11 is further connected to the voice call system 14, and when making a store visit notification by voice to the user terminal 2 of the user in a predetermined order, the call server 14 includes a phone number including a telephone number. Send call information.
[0029]
The voice call system 14 includes a headquarter center 141 and a plurality of local centers 142. The headquarter center 141 is connected to a plurality of local centers 142 via the Internet, and each local center 142 is directly connected to a telephone exchange (not shown). The headquarters center 141 selects an appropriate local center 142 according to the call information received from the Web server 11 and transfers the call information to the selected local center 142 via the Internet. The local center 142 controls the telephone exchange based on the call information received via the Internet, and makes a call to the user terminal 2. When a call with the user terminal 2 is established, a message stored in the local center 142 is played to call the user to visit the store. Note that the connection between the Web server 11 and the headquarter center 141 may be a LAN connection or a connection via the Internet. Here, the voice call system 14 may communicate with the user terminal by using VoIP (Voice over Internet Protocol) technology. The case of a call using the VoIP technology is also included in the concept of “calling a telephone number and transmitting a message” of the present invention.
[0030]
In addition, the Web server 11 monitors the reservation information table included in the DB server 13, and reads the reservation number registered as a reservation in a predetermined order when the reservation database is updated. Then, it is determined whether or not it is necessary to call the user of the reservation number by e-mail or telephone. If it is necessary to call, the telephone number or e-mail address corresponding to the reservation number is read and the telephone is read. It is determined whether a call has already been made to the number or mail address. If no call is made, a call message is directly transmitted to the mail address, or a telephone number and a voice call instruction are transmitted to the voice call system 3. The voice call system 3 makes a call to the telephone number in response to the instruction, and if the user makes an incoming call for the call, a message such as “Reservation number XXX, the order is approaching” is displayed. Send. If you know the name, you may send a message such as “Thank you, XX, thank you for making a reservation for the restaurant. Please come to the store as the order is approaching.”
[0031]
On the other hand, the CT server 12 is connected to a public line (not shown), accepts an incoming call from a telephone set as the user terminal 2, plays voice guidance, and receives reservation information by a tone signal input according to the voice guidance from the telephone set. Receive. The CT server 12 transmits the received reservation information to the DB server 13 and performs reservation registration. Thus, the user can make a reservation for a desired store simply by calling a specific telephone number from the user terminal 2 and pressing a button according to the voice guidance.
[0032]
Next, the internal configuration of the reservation management system 1 will be described with reference to FIG.
[0033]
The Web server 11 includes a reservation reception module 111, a reservation registration module 112, a usage information reception module 113, a reservation deletion module 114, and a voice guidance instruction module 115. The reservation receiving module 111 receives reservation information from the user terminal 2 via the Internet and passes it to the reservation registration module 112. The reservation registration module 112 transmits the received reservation information to the DB server 13 and registers it in the reservation information table. The usage information receiving module 113 receives usage information (information indicating which customer has been guided into the store) from the in-store system 3 via the Internet, and passes it to the reservation deletion module 114. The reservation deletion module 114 instructs the DB server 13 to delete a reservation from the reservation information table based on the received usage information. The voice guidance instruction module 115 instructs the voice call system 14 to call the user terminal 2 (telephone) of the user whose guidance is approaching by voice.
[0034]
The CT server 12 includes a reservation receiving module 121 and a reservation registration module 122. The reservation reception module 121 analyzes the tone signal received from the public line, extracts reservation information, and passes it to the reservation registration module 122. The reservation registration module 122 transmits the received reservation information to the DB server 13 and registers it in the reservation database.
[0035]
The DB server 13 includes a database read / write module 131, a reservation information table 132, and a log table 133. The database read / write module 131 registers reservation information received from the Web server 11 or the CT server 12 in the reservation information table 132, rewrites reservation information in the reservation information table 132, or stores reservation information from the reservation information table 132. The data is transferred to the log database 133, or data is read from the reservation information table 132 or the log table 133 and transmitted to the Web server 11.
[0036]
The voice call system 14 includes a headquarter center 141 and a plurality of local centers 142. There may be only one headquarter center 141 in the whole country, but the local center 142 is arranged in various parts of the country or in foreign countries, and is directly connected to the telephone exchange. The headquarters center 141 includes a call information receiving module 1411, a call information analyzing module 1412, a local center selecting module 1413, and a call information transmitting module 1414. The call information reception module 1411 receives a voice call instruction from the Web server 11 as call information and passes it to the call information analysis module 1412. The call information analysis module analyzes the call information, extracts store information, a telephone number, and a reservation number, and passes them to the local center selection module 1413. The local center selection module 1413 selects the local center 142 that is most suitable for making a call from the store position and telephone number. The call information transmission module 1414 transmits a telephone number and a reservation number to the selected local center 142. The local center 142 includes a call information receiving module 1421, a call module 1422, a voice reproduction module 1423, and a call voice database 1424. The call information receiving module 1421 receives a telephone number and a reservation number as call information from the headquarters center 141. The calling module 1422 makes a call to the received telephone number. The voice playback module 1423 detects that the call has been established, reads the voice data from the calling voice database 1424, and plays back the voice data corresponding to the reservation number.
[0037]
<Database configuration>
Next, the internal configuration of the DB server 13 will be described.
[0038]
FIG. 3 is a diagram showing a detailed configuration of the database in the DB server 13. The DB server 13 roughly includes a reservation system main database 13a and a store group database 13b.
[0039]
In the main database 13a, a company management table 1301, a store number management table 1302, an option information management table 1303, and a member table 1304 for each company are registered as information about a plurality of companies that are the bases of each store, as shown in the figure. Has been.
[0040]
Here, the company management table 1301 manages the profile of each company that uses this system. However, the company here does not necessarily have a plurality of stores. In the case of only one store, the store serves as the company referred to here. Here, the company profile includes a company name, an address, a telephone number, and the like. The store number management table 1302 adds serial numbers to all stores that use this system, and indicates which company each store belongs to. That is, the correspondence between the store number and the company is shown. The option information management table 1303 is a table for managing option information for each store. The option information is option setting information set in the store. For example, it stores individual settings for each store such as smoking cessation and smoking identifiers in reservation information, and pediatric and dermatological identifiers. A member table 1304 is a table for managing member profiles of each company. The member profile is personal information of a user who is a member of the company, and includes an address, a telephone number, an e-mail address, etc. in addition to the user's name. However, in order to register here as a member, it is not necessary to register a name or address, and any one such as a telephone number or an e-mail address registered by the user at the time of reservation may be known.
[0041]
On the other hand, the store group database 13b includes a store information management table 1305, a member use table 1306, a reservation information table 1307, and a reservation log table 1309 as information about each store as shown in the figure. A member use table 1306, a reservation information table 1307, and a reservation log table 1309 are prepared for each store. The store information management table 1305 is a table for managing the profile of each store. The store profile includes an address and a telephone number in addition to the attached name. The member use table 1306 is a table for managing which member used the store and how often. The reservation information table 1307 manages the user's telephone number and mail address in association with the reservation number, and indicates whether the user is waiting for an order or is on hold. Only the reservation number is registered for the user waiting in the store from the beginning. This table corresponds to the reservation information table 132 of FIG. The reservation log table 1308 is a collection of information deleted from the reservation information table 1307. For example, it is registered which reservation number of the customer was passed through the store, when it was canceled, how long the waiting time was. This table corresponds to the reservation log table 133 of FIG. 2, and is used for counting various types of reservation information.
[0042]
<Processing flow when the user uses the service>
Next, the flow of processing when a user uses a service will be described. FIG. 4 is a flowchart showing the flow of processing when a user uses a service.
[0043]
First, when a user makes a reservation using the Internet, the store-specific URL is accessed from a mobile phone or a PC, and a reservation application is made from the displayed Web page. In the reservation application, first, an option item is selected in step S401. That is, the Web server 11 transmits display data for the option item selection screen to the user terminal 2. Optional items are the usage conditions set in advance by each store, and here the store using restaurants, etc. is explained as an example of the facility using this system, so the number of users, smoking settings, table specification, etc. Is listed. In the case of a hospital, it is only necessary to make medical subjects such as pediatrics and dermatology and the name of a doctor optional, and in the case of an amusement park, the names of vehicles such as ferris wheels and roller coasters are optional items. do it. Of course, there may be cases where there are no optional items.
[0044]
When an option item is selected from the user terminal 2 such as a PC or a mobile phone, the process proceeds to step S402, and a notification timing is selected. That is, the Web server 11 transmits display data for the notification timing selection screen to the user terminal 2. The notification timing determines how many pairs in the user's order are desired to be called. For example, if 3 sets are set, the user terminal 2 is notified when the remaining 2 sets are in order of the user. Specifically, a call is made by telephone or e-mail when the number of reservation numbers registered as “waiting” in the reservation information table 1307 becomes less than the number of the user. Depending on the setting from the in-store system 3, the notification timing can be fixed. In this case, the notification timing selection screen is not displayed on the user terminal 2, and the process proceeds from step S401 to step S403. . Furthermore, the reservation management system may automatically calculate and set the optimum number of sets as the notification timing. For example, from the user terminal, as the notification timing, the time until the guidance in the store is received, the optimum number of groups corresponding to the time is automatically calculated, and when the remaining reserved customers reach the optimum number of groups You may contact a user terminal.
[0045]
If the notification timing is selected, the process proceeds to step S403 to select a notification method. Here, four items of mail, telephone, mail + phone, and no notification can be selected as selection items. The item without notification may be selected, for example, when a reservation is made from a place close to the store and the order is waited at the store after the reservation.
[0046]
When the selection of the notification method is completed, the process proceeds to step S404, where a telephone number or a telephone number and a mail address are registered. The registration of the mail address may be performed by transmitting mail from the user terminal 2 to the Web server 11 in addition to direct input. In that case, the Web server 11 can extract a mail address from the sender of the received mail and register it in the reservation information table 1307. The same applies to the telephone number. In addition to direct input, a call may be made by notifying the caller number from the user terminal 2 to the Web server 11. The Web server 11 may read the number notified as the caller and register it as a new reservation in the reservation information table 1307.
[0047]
When registration of the telephone number is completed in step S404, the process proceeds to step S405, and the reservation number is displayed on the user terminal 2 together with the reservation completion message. In other words, if a telephone number is registered, the Web server 11 issues a new reservation number, adds it to the reservation information table 1307, creates a Web page in which the reservation number is embedded. The display data is transmitted to the user terminal 2.
[0048]
Thereafter, if the user waits for the turn freely at an appropriate place, in step S406, the user is called by the method selected when the order is reached. That is, an e-mail with a content such as “The order is approaching. Please come to the store” is transmitted from the Web server 11 to the user terminal 2 or a call is made from the voice call system 14 to the user terminal 2, and the audio of the content is sent. The message is played. Thereafter, the process proceeds to step S407, and the user who has received those messages and visited the store is guided by the reservation number when the turn has come.
[0049]
Next, a case where the user makes a reservation according to the voice guidance will be described. Steps S408 and S409 are performed by responding to the voice guidance in the same manner as steps S401 and S402 described above. For example, in step S408, a button on the user terminal 2 is pressed in response to a voice guidance prompting selection of an option item.
[0050]
In step S410, a telephone number is registered. In the case of a reservation according to the voice guidance, as a general rule, calling by e-mail is not performed, so only a telephone number is entered here. That is, the CT server 12 receives the telephone number by a tone signal and transmits it to the DB server 13. When receiving the telephone number data from the CT server 12, the DB server 13 transmits reservation number data to the CT server 12. The reservation number data is voice-synthesized by the CT server 12 to generate a reservation number notification message and sent to the user terminal 2. Thereby, in step S411, a reservation completion message and a reservation number notification message flow in the user terminal 2 that has finished inputting the telephone number.
[0051]
Thereafter, if the user waits for the turn freely at an appropriate place, in step S412, the user is called by voice when the designated turn is reached. That is, a call is made from the voice call system 14 to the user terminal 2, and a voice message with the content “The order is approaching. Please come to the store.” Is reproduced. Thereafter, the process proceeds to step S413, and the user who receives those messages and comes to the store is guided by the reservation number when the turn comes.
[0052]
Next, a case where a reservation is made from the customer reservation PC 32 of the in-store system 3 will be described.
[0053]
A customer who comes to the store without a reservation can make a reservation for a turn by operating the touch panel 321 connected to the customer reservation PC 32 when there is a turn waiting. That is, first, in step S414, a place to wait for the turn is selected. Specifically, “Waiting in the store” or “Waiting outside the store” is selected. If “Waiting outside the store” is selected, the telephone number is assigned in step S415, and the process proceeds to step S416. If “Wait in store” is selected, the process proceeds to step S416 without registering the telephone number in principle. Even if “Wait in the store” is selected, if registration of the telephone number is indispensable in the setting on the store side, the process proceeds to step S415 to set the telephone number.
[0054]
In step S416, option items are selected in the same manner as in steps S401 and S408 described above. When the input up to step S416 is completed, the process proceeds to step S417, and a reservation completion message and a reservation number are displayed on the touch panel 321. At the same time, a ticket in which the reservation number is recorded is issued from the number ticketing printer 322. In step S418, the user who selects “Waiting outside the store” makes a call to the registered telephone number and sends a call message. The user who selects “Wait in store” does not make a telephone call and proceeds to step S419. Guidance is given to the user who has received the voice call or who has been waiting in the store by the reservation number when the turn comes.
[0055]
Next, examples of images displayed on the touch panels 311 and 321 of the user terminal or the in-store system 3 are shown in FIGS. All the source data (HTML data etc.) of the page displayed here is prepared or generated in the Web server 11 and transmitted to each terminal. The user terminal 2, the store management PC 31 and the customer reservation PC 32 are used. The browser installed on the server analyzes the source data and displays it. Each time a button on each page is selected, the button information is uploaded to the Web server 11 and data on the next page is downloaded. The dynamic data displayed on each page is managed by the DB server 13, and is read by the Web server 11 as appropriate, converted into HTML data, downloaded to each terminal, and displayed.
[0056]
First, the transition of the screen when the user makes a reservation using the Internet will be briefly described with reference to FIG. FIG. 5 shows an example in which the notification timing is fixed by the setting from the in-store system 3, and the page corresponding to S402 in FIG. 4 is not displayed.
[0057]
Reference numeral 501 denotes a top page, which is prepared for each store. The top page 501 displays the store name and its congestion status (how many customers are waiting). When “Reserve on the Web” is selected on this top page, the process proceeds to an option selection page 502. When each option item is input and “Apply” is selected, the process proceeds to a notification method selection page 503. If “mail” or “telephone + mail” is selected here, the flow advances to a mail transmission page 504. When “mail transmission” is selected here, the user terminal 2 moves to a mail transmission screen. When the mail is transmitted, a reply mail with the text shown in 505 is transmitted from the Web server 11. When the URL embedded in the reply mail is selected, a telephone number input page 506 is displayed. Alternatively, when “telephone” or “not notify” is selected on the notification method selection page 503, the telephone number input page 506 is displayed without sending an email or the like. When a telephone number is entered on this page and “Application” is selected, a reservation check is performed in the Web server 11. Here, the reservation check is a check as to whether or not a reservation has already been made for another facility receiving the service of the reservation management system 1. If there is a reservation with the same telephone number in another store, a warning page 507 is displayed. If there is no reservation with the same telephone number in another store, a reservation completion page 508 is displayed.
[0058]
When “Reservation by telephone” is selected on the top page 501, the process proceeds to the telephone reservation page 509. When the telephone number displayed here is selected, a call is automatically made to the CT server 12, and reservation is made by voice guidance.
[0059]
When “Confirm / Cancel” is selected on the top page 501, a telephone number input page 510 is displayed. When a telephone number is entered on the telephone number input page 510 and “application” is selected, a registration confirmation page 511 showing the reservation number and the current user number is displayed. If “reservation cancel” is selected here, a reservation cancel instruction is sent to the Web server 11, and the reservation information is deleted from the reservation information table 1307 of the DB server 13, and then a cancel page 512 is displayed.
[0060]
When “membership registration” is selected on the top page 501, a mail transmission page 513 is displayed. When “mail transmission” is selected here, the user terminal 2 moves to a mail transmission screen. When the mail is transmitted, a reply mail with a text indicated by 514 is transmitted from the Web server 11. When the URL embedded in the reply mail is selected, a telephone number input page 515 is displayed. When a telephone number is input on this page and “Application” is selected, a mail with a text indicated by 516 is transmitted from the Web server 11. It is possible to access the member-dedicated page from the URL embedded in this mail.
[0061]
When “Reissue member” is selected on the top page 501, a telephone number input page 517 is displayed. When a telephone number is input on this page and “email transmission” is selected, an email with a text indicated by 518 is transmitted from the Web server 11. It is possible to access the member-dedicated page from the URL embedded in this mail. Reference numeral 519 denotes a member page. On the member page, a link to the top page of the store used by the member in the past and the congestion status of the store are displayed.
[0062]
When “related link” is selected on the top page 501, a link to the top page of the store related to the store on the top page 501 and its congestion status are displayed. 520 and 521 are examples, and if the store of the top page 501 is registered as an open store, all links to other open stores and the congestion status are displayed as in 520. If the store of the top page 501 is registered as a closed store, only the link to the store of the same group and its congestion status are displayed as in 521.
[0063]
6 and 7 are diagrams illustrating a user interface when a user (customer) makes a reservation using a touch panel 321 in a store.
[0064]
Reference numeral 60 denotes a top page, and this image is displayed when the user is not operating anything. Here, a column 601 for displaying a reservation number being guided in the store, a column 602 for displaying a list of customers waiting for the turn, an estimated waiting time and the number of sets waiting for the turn are shown. A display field 603, a reservation button 604, and a confirmation button 605 are displayed. Here, when the reservation button 604 is pressed, the process proceeds to the waiting place designation page 61.
[0065]
On the waiting place designation page 61, a “Matsu no Nakade Matsu” button and a “Mise no Soto Matsu” button are displayed. When the “pine in the show” button is pressed, the screen moves to the number of people designation page 62. When the “Ocease no Sotomatsu” button is pressed, the mobile number entry page 63 is displayed. When the mobile number is input on the mobile number input page 63, the process proceeds to the number of people specification page 62. When the number of people is input on the number of people designation page, the process proceeds to the number of people confirmation page 70 in FIG. If the number is OK, the option selection page 71 is displayed. Here, as an option selection page, a page for selecting whether a smoking seat or a non-smoking seat is good is shown. If any one is selected here, it moves to the reservation completion page 72. On the reservation completion page 72, a waiting area 721, the number of people 722, and a smoking designation 723 are displayed as reservation conditions, and further, a reservation number 724, an order 725, and an approximate waiting time 726 are displayed. Here, the waiting time is obtained by adding the number of sets to the average waiting time per set. When the reservation is completed in this way, the top page becomes 73. That is, in this example, the reservation with the reservation number 108 is displayed at the end of the reservation list 602. When moving to the reservation completion page 72, the customer reservation PC 32 controls the number issuing printer 322 to issue a ticket in which a reservation number, option information, and the like are recorded.
[0066]
When the confirmation button 605 is pressed in FIG. 6, a reservation number or telephone number input page is displayed. When any of these numbers is entered and authenticated by the Web server 11, a reservation information table 1307 is displayed. Information is read and displayed on the touch panel 321. In this reservation information, a reservation number, a telephone number, a telephone number, and a current reservation state (whether waiting in order or holding) are indicated. In the case of hold processing, a store visit button is displayed, and when the store visit button is pressed, the reservation information table 1307 is changed to a waiting order. At that time, according to the rules set in the store, the reservation information of other waiting-for-order reservations is interrupted and re-registered.
[0067]
8 to 13 are diagrams showing user interfaces displayed on the touch panel 311 connected to the store management PC 31.
[0068]
80 in FIG. 8 is a top page for store management. On the store management top page 80, a field 801 for displaying the current number of waiting groups and an order waiting list 802 showing the contents of each waiting group are displayed. In the waiting list 802, in addition to the order and the reservation number, the contents of option items such as the number of people designation 803 and the smoking designation 804 are displayed for each reservation. Here, since up to three option items can be registered, one option item column 805 is left blank. In addition, a notification state of each reservation is shown at 806. This notification state can be paraphrased as a customer standby state, and five types of display are performed: mail notification waiting, mail notification completed, telephone notification waiting, telephone notification completed, and in-store waiting. Here, as an example, customers with reservation numbers 101, 102, and 104 are waiting in the store (or at the store), customers with reservation number 103 are waiting in the store, and call emails are sent. Indicates that it has been sent. Similarly, it is shown that the customer with the reservation number 105 is waiting for a turn outside the store and waiting for a telephone call. When the customer with reservation number 103 is not notified by e-mail, “Waiting for e-mail notification” is displayed. On the other hand, when the customer with reservation number 105 is called, the display changes to “already notified by phone”. Each line of the reservation list is color-coded according to the notification state, so that it can be understood at a glance which customer is in what state. Each reservation is displayed with a call button 816 attached thereto. The call button 816 is pressed by a store clerk when trying to guide a customer who has arrived in the store. When the call button 816 is pressed, the store management PC 31 controls the number display device 312 to display the reservation number of the customer to be called.
[0069]
When displaying the waiting list 802, the Web server 11 connects to the DB server 13, reads the option information of the corresponding store from the option information management table 1303, and further selects the reservation information table 1307 of the store. A list is created by extracting reservation information whose attribute is “waiting”.
[0070]
Further, on the top page 80, a waiting list button 807, a hold list button 808, and a reservation registration button 809 are displayed as submenus. The currently selected menu in the submenu is displayed in reverse video. That is, the top page 80 is displayed when the waiting list button 807 is pressed. On the top page 80, a reservation management button 810, a member search button 811, a shop information button 812, a totaling button 813, a reception setting button 814, and a member management button 815 are displayed as a top menu. Again, the currently selected menu is highlighted. By default, the reservation management button 810 is selected, and the top page 80 is displayed.
[0071]
FIG. 9 is a screen 90 displayed when the call button 816 is selected in the waiting list 802. Reference numeral 901 shows a reservation number, a telephone number and an e-mail address (only when registered), registration time, option items, and the like as registered contents of the customer to be called. Further, on this page 90, a guidance button 902, a hold button 903, and a return button 904 are displayed. The guidance button 902 is a button that is pressed when the presence of the called customer can be confirmed and the option content is appropriate. The store clerk presses the button 902 and simultaneously guides the customer into the store. The hold button 903 is a button that is pressed when the calling customer does not come to the store or goes somewhere and cannot be confirmed. When this button is pressed, the reservation information of the reservation number is deleted from the waiting list 802 on the top page and moved to the hold list. The return button 904 is a button that is pressed when performing the operation again or when the customer does not correspond to the option designation. When this button is pressed, the display returns to the top page 80.
[0072]
FIG. 10 shows a page displayed when the hold list button 808 of the submenu is pressed. Reference numeral 1001 denotes a hold list. A customer who cannot be confirmed in the waiting list 802 despite being called is added to the hold list by a hold button 903 on the call page 90 in FIG. When a customer who has moved to the hold list 1001 visits the store and presses the confirmation button 604 in FIG. 6 on the touch panel 321 of the customer reservation PC 32 and inputs a reservation number and / or telephone number, the reservation information of the reservation number is stored in the hold list 1001. To automatically return to the waiting list 802. At that time, in order to handle it preferentially, it is inserted after the second set from the top of the waiting list 802. At this time, if there is a customer who has already returned, it is inserted after two sets of customers who have returned earlier. That is, when the customer who has returned from the hold list 1001 is not included in the waiting list 802, it is inserted after the second set from the top, and when there is a customer who has returned after the second set from the top, after the fourth set from the top When there are customers who have returned after 4 sets from the top, customers who have returned for each set and customers waiting from the beginning are alternately arranged, such as after 6 sets from the top. However, here, the interrupt rules “after the second set” and “after the second set” are used, but the present invention is not limited to this and can be changed in any way. In addition, in the case where guidance is made immediately in exceptional cases based on the judgment of the store, the call button 1002 of the hold list 1001 may be pressed to display the call page 90 and the guide button 902 may be pressed. Note that reservation information can exist in the hold list 1001 only for a predetermined time. That is, the reservation information moved from the waiting list 802 to the hold list 1001 is deleted from the hold list 1001 when a predetermined time (can be set by a store, for example, 1 hour) elapses. In this case, in the DB server 13, when the hold button 903 is pressed, the attribute is rewritten from “wait” to “hold” in the reservation information table 1307 shown in FIG. The reservation information is transferred from the reservation information table 1307 to the reservation log table 1308. Thus, for example, a customer can preferentially join a queue waiting for up to 1 hour after a call, but must re-arrange at the end of the queue after 1 hour. become.
[0073]
When displaying the hold list 1001, the Web server 11 connects to the DB server 13, reads the option information of the corresponding store from the option information management table 1303, further selects the reservation information table 1307 of the store, and selects the attribute A list is created by extracting the reservation information whose is “pending”.
[0074]
FIG. 11 is a diagram showing a page displayed when the reservation registration button 809 in the submenu is pressed. The reservation registration button 809 is a button that is pressed when a store clerk accepts a reservation from a customer by telephone or the like. When the clerk receives a call from the customer and is informed that he / she wants to make a reservation, the clerk presses this button 809 to display the reservation registration screen 1101. Then, the current waiting number display column 1102 is viewed to inform the customer of the congestion status, and the customer is inquired about the presence / absence of notification, telephone number, number of users, designation of smoking, etc. Column 1104, Number of people designation column 1105 Smoking and input to Iran 1106. When calling by telephone is not necessary, “No” is selected in the notification column 1103. In that case, the telephone number field 1104 may be left blank. When these inputs are completed and the registration button 1107 is pressed, the reservation number is displayed on the reservation completion page 1108. Therefore, the reservation number may be communicated to the customer.
[0075]
FIG. 12 is a diagram showing an example of a page 1201 displayed when the member search button 811 is pressed. When a reservation number or a telephone number is input on the member search page 1201 and the enter button is pressed, a search result page 1202 is displayed. The search result page 1202 displays registration contents and various buttons 1204 for guidance, hold, and deletion. The guidance button and the hold button have the same functions as the guide button 902 and the hold button 903 in FIG. When the delete button is pressed, the member information is deleted from the member list.
[0076]
FIG. 13 is a diagram illustrating an example of a page 1311 displayed when the store information button 812 is pressed. In this page, a shop information button 1312 and an option setting button 1313 are prepared as submenus. When the shop information button 1312 is selected, or the shop information page 1311 is displayed by default. The store information page 1311 shows the registered contents of the store. Specifically, the contract number, store name, Web store name, store phone number, telephone number when making a reservation from the CT server 12, postal code, address , Contract date, contract form, notification timing (how many calls to make a reservation), presence / absence of notification timing selection function (whether or not the user can select the timing to receive a call), one set average Waiting time, reservation valid time (time when reservation information is maintained in the holding list 1001 after being put on hold), comment for ticket issuing machine (comment recorded together with reservation number on ticket issued by number ticketing printer), for ticket issuing machine The reservation confirmation destination (contact information recorded in the ticket issued by the number ticketing printer together with the reservation number, telephone number, URL, etc.) is displayed and can be edited. These pieces of information are registered in the store information management table 1305 of the DB server 13 as appropriate.
[0077]
When the option setting button 1313 is selected in the submenu of FIG. 13, an option item setting page 1314 is displayed. In this example, up to three option items can be set. As described above, optional items such as the number of people, adult / child designation, smoking designation, counter designation / table / tatami room / private room designation, etc. are prepared. Can be selected.
[0078]
In addition, when the total button 813 is pressed on the store management top page 80, the total number of reservation groups such as annual total for each month, monthly total for each day, weekly total for each day of the week, and daily total for each hour are displayed. Is done. Of course, in addition to the number of reservation groups, the number of users and the number of cancellations may be tabulated and displayed. On the totaling page, the minimum waiting time, the maximum waiting time, and the average waiting time are displayed as the waiting time counting result. These are realized by searching / aggregating reservation information registered in the reservation log table under specific conditions.
[0079]
Further, on the store management top page 80, when a reception setting button 814 is pressed, a page for instructing reservation reception start, reservation reception end, and clearing of all waiting / holding lists is displayed. At the store, press the reservation acceptance start button at the same time as the store opening (or before the opening), start the reservation acceptance from the Web or telephone, press the reservation acceptance end button at the same time (or before the closing), Reservation acceptance from the Web or telephone ends. Also, after closing a store or last order, all the reservation information is deleted from the reservation information table by pressing the clear all button.
[0080]
When the member management button 815 is pressed on the store management top page 80, a member list, a member registration page, a member search page, a member information reading / writing page, and the like are displayed, and each processing is performed. It becomes possible.
[0081]
<Processing in the reservation management system>
Next, the flow of processing in the reservation management system will be described with reference to the flowcharts of FIGS. Since this reservation management system performs the same processing not only for stores but also for facilities of all business types, here, the service provision target is expressed using the expression “facility”.
[0082]
FIG. 14 is a flowchart showing a process for accepting a reservation.
[0083]
In step S1401, a reservation request, that is, access to the reservation top pages 501, 61, 1101 is received from the user terminal 2 or the terminal of the in-facility system 3 (store management PC 31 or customer reservation PC 32). Next, in step S1403, the facility is determined from the reservation request. That is, the facility corresponding to the accessed URL is specified.
[0084]
In step S1405, the option information management table 1303 in the DB server 13 is referred to, and option information as a reservation condition set in association with the facility is read. In step S1407, a reservation information input screen is generated and transmitted based on the option information. Thereby, the reservation pages 501 to 508, 61 to 72, and 1101 are displayed on the user terminal or the terminal of the in-facility system. In step S1409, reservation information is received from the user terminal or the in-facility system. This reservation information is information input to the reservation page.
[0085]
In step S1411, reservation information is registered in the reservation information tables 132 and 1307. At this time, the reservation information attribute is set to “wait”, and registration is performed while waiting for the order. Then, it progresses to step S1413, a reservation completion message and a reservation number are transmitted to a user terminal or the terminal of an in-facility system, and a process is complete | finished.
[0086]
FIG. 15 is a flowchart showing processing when a user is called in a facility.
[0087]
First, in step S1501, a call request specifying a reservation number is received from a terminal of the in-facility system 3. In step S1503, the facility and the called customer are determined from the call request. In step S1505, the reservation information table 132 of the DB server 13 is referred to read out the reservation time, contact information, and reservation conditions, and call information summarizing them is transmitted to the in-facility system. At this time, the call page 90 including the guidance button 902 and the hold button 903 is transmitted to the in-facility system.
[0088]
Next, in step S1507, waiting for use start information indicating that the calling customer has started use or absence information indicating that the calling customer cannot start use from the in-facility system, and receiving use start information, The process proceeds to S1509. When the absence information is received, the process proceeds to step S1513.
[0089]
In step S1509, the reservation information is deleted from the reservation information table 1307. In step S1511, the reservation information is registered in the reservation log table, and the process advances to step S1515. In step S1513, in the reservation information table 1307, the attribute of the reservation information is set to “hold”, and the process proceeds to step S1515 as registration for hold handling.
[0090]
In step S1515, the notification information timing set in the store information page 1311 in FIG. 13 or the notification timing set in steps S402 and S409 in FIG. Search and read reservation information. Next, proceeding to step S1517, it is determined whether or not the reservation information at the notification timing is registered as reservation information that needs to be notified. This is the information set in step S403 in FIG. 4 or 503 in FIG. 5, or which of “Places in the Show” or “Places in the Show” is selected on the page 61 in FIG. Can be determined. If there is reservation information determined to be required for notification, the process advances to step S1519 to call a reservation customer of reservation information requiring notification by a predetermined method (email or telephone). If there is no reservation information determined as requiring notification, the processing is terminated as it is.
[0091]
FIG. 16 is a flowchart showing the processing of reservation information registered as pending handling.
[0092]
First, in step S1601 in FIG. 16, it is monitored whether or not the visit information specifying the reservation number is received from the in-facility system. If received, the process proceeds to step S1603, and the facility and the reservation customer are determined from the received visit information. In step S1605, the reservation information table of the facility is referred to, and it is confirmed whether or not the reservation customer is on hold. If it is on hold, it is determined whether or not a predetermined time has passed after the hold. If the predetermined time has not elapsed, the process proceeds to step S1607, and the reservation information is changed to wait for turn. Furthermore, the reservation information is re-registered at a predetermined position according to the interrupt rule.
[0093]
If it is determined in step S1605 that a predetermined time has elapsed since the suspension, the process proceeds to step S1609, where the reservation information is deleted from the reservation information table 1307, and the reservation information is registered in the reservation log table 1308 in step S1611. Note that the processing in step S1609 and step S1611 may be left in the reservation information table 1307 as being held without being processed.
[0094]
<Effect of embodiment>
According to the present embodiment, since the reservation management service can be received by the time lending (ASP) of the server, the facility side invests excessive software and hardware, manages the asset of the server device and software, upgrades the server device and software, Maintenance is not required. Through this, TCO (Total Cost of Ownership), a direct life required to purchase and maintain IT assets, as well as personnel costs to enable the acquisition, maintenance, and use of technology. The total cost of ownership that is accumulated across the two). Since all customer information is managed by a server on the Internet, it is not necessary to take security measures for customer information for each facility, and the responsibility of the facility to customers can be reduced.
[0095]
In addition, since reservations can be made with only a telephone number, there is no need for membership registration and simple reservations are possible. You can check the congestion status of the facility from anywhere on the Web, telephone, or storefront. There is no turn waiting at the store and there is no long queue. Therefore, in the facility, it is possible to reduce labor costs and waiting space. When the order of guidance approaches, you will be notified by phone or e-mail, so you can freely use the time without waiting for it until the store. Since the order can be notified not only by e-mail but also by voice, the user can receive the order notification by a fixed telephone. In other words, it is possible to make a reservation without a mobile phone, and even visually impaired people can use the service. Unaffected by Internet problems such as mail servers. Furthermore, the reservation management system can set reservation conditions (optional information) according to the characteristics of the facility, prompts the customer to input reservation conditions, and receives reservation information with reservation conditions from the customer. The same reservation management system can be provided to facilities of all business types, such as amusement facilities, hospitals, dispensing pharmacies, exhibition halls, and concert venues.
[0096]
For example, when this system is used in a restaurant, the parking lot is small and it is friendly to neighboring residents. In order to prevent troubles in the order of calling, which was the cause of troubles between customers, if there was no guidance time, the reservation will be valid until a predetermined time, and the system will automatically turn the order by accepting it again. Trouble can be suppressed. It is possible to reduce the number of customers flowing to other stores due to waiting in turn. The average turnover rate of shops is improved. As management reference data, it is possible to refer to data such as the number of customers entering the store by hour, the result of option selection, and average waiting time, so that efficient staffing and management resources can be utilized. Since it has a member registration function, customers can be locked in if it is a membership system, and it can also be used for push-type advertisement distribution such as direct mail delivery and simultaneous mail distribution.
[0097]
Further, when this system is used in a hospital, the patient turnover rate can be improved on average, the stress on the patient is reduced, and nosocomial infection can be prevented while waiting in the waiting room. As a result, of course, complaints from patients and reception orders are reduced. In addition, a pharmacist of a dispensing pharmacy can make a reservation for a patient's medicine in response to a notification from the hospital, and the patient can receive the medicine at an optimal timing at the dispensing pharmacy.
[0098]
When this system is used at an amusement facility, the use of peripheral restaurants and shops is promoted by increasing the time other than waiting. In addition, accidents such as sunstroke, troubles between customers, and smooth operation can be promoted. In addition, it is possible to improve customer manners and promote the use of facilities for older people.
[0099]
【The invention's effect】
ADVANTAGE OF THE INVENTION According to this invention, the technique which eliminates the stress of waiting for any user can be provided.
[Brief description of the drawings]
FIG. 1 is a block diagram showing the overall configuration of a reservation management system as an embodiment of the present invention.
FIG. 2 is a diagram showing an internal configuration of a reservation management system as an embodiment of the present invention.
FIG. 3 is a diagram showing a detailed configuration of a database in a DB server.
FIG. 4 is a flowchart illustrating a process flow when a user uses a reservation service;
FIG. 5 is a diagram showing a GUI when a user makes a reservation in the reservation management system using the Internet.
FIG. 6 is a diagram showing a GUI when a user makes a reservation in the reservation management system using a store terminal.
FIG. 7 is a diagram showing a GUI when a user makes a reservation in a reservation management system using a terminal of a store.
FIG. 8 is a diagram showing a GUI when a store clerk accesses a reservation management system from a store terminal and manages reservation information.
FIG. 9 is a diagram showing a GUI when a store clerk accesses a reservation management system from a store terminal and manages reservation information.
FIG. 10 is a diagram showing a GUI when a store clerk accesses a reservation management system from a store terminal and manages reservation information.
FIG. 11 is a diagram illustrating a GUI when a store clerk accesses a reservation management system from a store terminal and manages reservation information.
FIG. 12 is a diagram showing a GUI when a store clerk accesses a reservation management system from a store terminal and manages reservation information.
FIG. 13 is a diagram showing a GUI when a store clerk accesses a reservation management system from a store terminal and manages reservation information.
FIG. 14 is a flowchart showing a flow of processing in the reservation management system.
FIG. 15 is a flowchart showing a flow of processing in the reservation management system.
FIG. 16 is a flowchart showing the flow of processing in the reservation management system.

Claims (10)

A reservation management system for managing facility use reservations,
First receiving means for receiving use reservation information specified by a telephone number via a network;
Registration means for sequentially registering the telephone numbers received by the first receiving means in the reservation database;
Second receiving means for receiving use start information indicating that the reservation customer has started using the facility via the network;
A deletion means for deleting the telephone number of the reservation customer who has started the use of the facility from the reservation database when receiving the use start information by the second receiving means;
Transmitting means for reading a telephone number registered as a reservation in a predetermined order in the reservation database, calling the read telephone number and transmitting a call message;
The reservation management system characterized by including. The reservation management system according to claim 1, wherein the first receiving unit receives the use reservation information from a user terminal used by a user who makes the use reservation via the Internet. It further has setting means for setting for each user whether to call the order by e-mail or by voice,
The first receiving means receives use reservation information including an e-mail address from a user who is set to call the order in the setting means by e-mail,
2. The reservation management according to claim 1, wherein the transmission unit transmits a call message to the mail address for a user who is set to perform an order call by the setting unit. system. A reservation management system for managing facility use reservations,
First receiving means for receiving use reservation information via a network;
Registration means for registering the use reservation information received by the first receiving means in a reservation database in a waiting order;
Calling means for referring to the reservation database, transmitting the use reservation information of a reservation customer who should use the facility to a terminal provided in the facility, and calling the reservation customer to the facility;
Second receiving means for receiving absence information indicating that the reservation customer called by the calling means is absent from the terminal of the facility via the network;
When the absence information is received by the second receiving means, the reservation means that uses the reservation information of the absent reservation customer as a hold in the reservation database;
Third receiving means for receiving, via the network, visit information indicating that the reservation customer who has been put on hold by the holding means has come to the facility;
Re-registration means for re-registering the reserved customers who have arrived in a predetermined order as waiting in the reservation database according to the visit information received by the third receiving means;
The reservation management system characterized by including. The reservation management system according to claim 4, further comprising a canceling unit that cancels the use reservation information that is held by the holding unit in the reservation database after a predetermined time. A reservation management method using a reservation management system for managing facility use reservations,
A first receiving step in which the reservation management system receives use reservation information specified by a telephone number via a network;
The reservation management system registers the telephone numbers received in the reception step in the reservation database in order,
A second receiving step in which the reservation management system receives, from the terminal managed by the facility, use start information indicating that a reservation customer has started using the facility via the network;
When receiving the use start information in the second receiving step, a deletion step of deleting the telephone number of the reservation customer who started using the facility from the reservation database;
A transmission step of reading a telephone number registered as a reservation in a predetermined order in the reservation database, calling the read telephone number and transmitting a call message;
The reservation management method characterized by including. The reservation management according to claim 6, wherein in the first receiving step, the reservation management system receives the use reservation information from a user terminal used by a user who makes the use reservation via the Internet. Method. It further has a setting step for setting for each user whether to call the order by email or by voice,
In the first receiving step, from the user who is set to call the order in the setting step by e-mail, use reservation information including an e-mail address is received,
7. The reservation management according to claim 6, wherein, in the transmission step, a call message is transmitted to the mail address for a user who is set to perform an order call by the mail in the setting step. Method. A reservation management method using a reservation management system for managing facility use reservations and a terminal of the facility,
A first receiving step in which the reservation management system receives use reservation information of the facility via a network;
A registration step of registering the use reservation information received in the first reception step in a reservation database in a waiting order;
Referring to the reservation database, transmitting the use reservation information of the reservation customer who should use the facility to the terminal of the facility, and calling the reservation customer to the facility;
A second receiving step of receiving absence information indicating that the reservation customer called by the calling step is absent from the terminal of the facility via the network;
When the absence information is received in the second receiving step, the reservation step of handling the reservation reservation of the absent reservation user in the reservation database;
A third receiving step for receiving store visit information indicating that a reservation customer who has been put on hold by the hold step has visited the store from the terminal of the facility, via the network;
In accordance with the store visit information received in the third receiving step, a re-registration step of re-registering the reservation customers who have come to the store in a predetermined order in the reservation database as a waiting list
The reservation management method characterized by including. The reservation management method according to claim 9, further comprising a canceling step in which the use reservation information that has been held in the holding step is canceled in the reservation database after a predetermined time.

Images