JP7593134B2 - Reservation management system, reservation management method, and reservation management program - Google Patents

Description

The present invention relates to a reservation management system, a reservation management method, and a reservation management program.

Conventionally, in reservation systems for bullet trains, airplanes, etc., excessive reservations (so-called overbooking) have been accepted, where more reservations are accepted than can be reserved. In addition, a system has been proposed that makes it possible to efficiently change reservations in response to last-minute cancellations by utilizing the above-mentioned overbooking (see, for example, Patent Document 1).

JP 2016-024696 A

Accommodation facilities also practice overbooking, accepting more reservations than the number of rooms available for reservation. If the overbooking is not resolved on the day of the stay, the accommodation facility will make an adjustment by, for example, showing the overbooked guest (reservation holder) a vacant room of a higher rank than the room they reserved. Conventionally, reservation changes to resolve such overbookings are manually performed by staff before the day of the stay. This places a burden on accommodation facility staff to resolve the overbookings.

The object of the present invention is to provide a reservation management system, reservation management method, and reservation management program that can reduce the workload of staff involved in the task of eliminating excess reservations (overbookings), where the total number of accepted reservations for a reservation target is greater than the number of reservations available.

A reservation management system according to one aspect of the present invention is a system including a reservation processing unit that accepts reservations for a plurality of first reservation targets included in a first use target, a determination processing unit that determines whether an excess reservation has occurred for the first reservation target, in which the total number of reservations accepted by the reservation processing unit is greater than the number of available reservations, an extraction processing unit that extracts a change target person who will make a reservation change based on the attributes of the reservation target among the reservation targets of the first reservation target when the excess reservation has occurred for the first reservation target, and a change processing unit that changes the reservation destination of the change target person extracted by the extraction processing unit from the first reservation target to a second reservation target of a second use target different from the first use target.

A reservation management method according to another aspect of the present invention is a method in which one or more processors execute a reservation step of accepting reservations for a plurality of first reservation targets included in a first use target, a determination step of determining whether an excess reservation has occurred for the first reservation target in which the total number of accepted reservations is greater than the number of available reservations, an extraction step of extracting a change target who will make a reservation change based on the attributes of the reservation targets among the reservation targets of the first reservation target when the excess reservation has occurred for the first reservation target, and a change step of changing the reservation destination of the extracted change target from the first reservation target to a second reservation target of a second use target different from the first use target.

A reservation management program according to another aspect of the present invention is a program for causing one or more processors to execute the following steps: a reservation step of accepting reservations for a plurality of first reservation targets included in a first use target; a determination step of determining whether an excess reservation has occurred in which the total number of accepted reservations for the first reservation target is greater than the number of available reservations; an extraction step of extracting a change target who will make a reservation change based on the attributes of the reservation targets among the reservation targets of the first reservation target when the excess reservation has occurred for the first reservation target; and a change step of changing the reservation destination of the extracted change target from the first reservation target to a second reservation target of a second use target different from the first use target.

The present invention provides a reservation management system, reservation management method, and reservation management program that can reduce the workload of staff involved in eliminating excess reservations (overbookings), where the total number of accepted reservations for a reservation target is greater than the number of reservations available.

FIG. 1 is a diagram showing a schematic configuration of an accommodation reservation management system according to a first embodiment of the present invention. FIG. 2 is a block diagram showing the configuration of the accommodation reservation management system according to the first embodiment of the present invention. FIG. 3 is a diagram showing an example of reservation information used in the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 4 is a diagram showing an example of group type information used in the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 5 is a diagram showing an example of the first group information used in the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 6 is a diagram showing an example of the second group information used in the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 7 is a diagram showing an example of reservation information used in the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 8 is a diagram showing an example of reservation information used in the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 9 is an external view showing an example of a check-in terminal of the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 10 is a diagram showing an example of an operation screen displayed on the check-in terminal of the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 11 is a diagram showing an example of a notification screen displayed on the check-in terminal of the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 12 is a diagram showing an example of a notification screen displayed on the check-in terminal of the accommodation facility reservation management system according to the first embodiment of the present invention. FIG. 13 is a flowchart showing an example of a procedure of a reservation management process in the accommodation reservation management system according to the first embodiment of the present invention. FIG. 14 is a flowchart showing an example of a procedure of a reservation management process in the accommodation reservation management system according to the first embodiment of the present invention. FIG. 15 is a flowchart showing an example of a procedure of a reservation management process in the accommodation reservation management system according to the first embodiment of the present invention. FIG. 16 is a flowchart showing an example of a procedure of a check-in process in the accommodation reservation management system according to the first embodiment of the present invention. FIG. 17 is a flowchart showing an example of a reservation management process procedure of the accommodation reservation management system according to the second embodiment of the present invention.

The following describes an embodiment of the present invention with reference to the attached drawings to facilitate understanding of the present invention. Note that the following embodiment is an example of the present invention and does not limit the technical scope of the present invention.

[Embodiment 1]
[Accommodation reservation management system 100]
As shown in FIG. 1, an accommodation reservation management system 100 according to a first embodiment of the present invention includes a management device 10, a check-in terminal 20, and a user terminal 30. The accommodation reservation management system 100 is introduced in accommodation facilities such as hotels and inns. The accommodation reservation management system 100 is an example of a reservation management system of the present invention. The reservation management system of the present invention is applicable to a reservation system that accepts reservations for multiple types of reservation objects included in the usage object, and can also be applied to reservation systems for railways, airplanes, and the like in addition to accommodation facilities. In this embodiment, an example will be described in which the reservation management system of the present invention is applied to an accommodation reservation system.

The accommodation reservation management system 100 includes a management device 10 and a check-in terminal 20 that are placed at one or more accommodation facilities. FIG. 1 illustrates a management device 10 and a check-in terminal 20 that are placed at accommodation facility H1, and a management device 10 and a check-in terminal 20 that are placed at accommodation facility H2. In the following, unless otherwise specified, the management device 10 and the check-in terminal 20 at accommodation facility H1 will be described.

The management device 10 is placed, for example, at the front desk or in an office of the accommodation facility H1, and manages reservations. Staff (manager, employee, etc.) of the accommodation facility H1 can operate the management device 10. The check-in terminal 20 is an example of an operation terminal of the present invention, and is placed, for example, near the front desk of the accommodation facility H1, and accepts operations such as check-in and check-out procedures by users (bookers) who are guests. The management device 10 and the check-in terminal 20 can communicate with each other via a communication network N1, such as a wired LAN or wireless LAN, that is installed in the accommodation facility H1. One or more check-in terminals 20 may be installed. The management device 10 may be placed outside the accommodation facility H1, and communicate with the check-in terminal 20 via the communication network N1.

Here, a user of the accommodation facility H1 uses his/her user terminal 30 to access, for example, an accommodation reservation page on a website operated by the accommodation facility H1 to make a reservation. The management device 10 acquires reservation information for the accommodation reservation and manages the reservation. The reservation process may be executed by the management device 10, or may be executed by a reservation server (not shown) connected to the management device 10 via a communication network N1. For example, the reservation server accepts a reservation request from a user, executes the reservation process, and notifies the management device 10 of the reservation information when the reservation is completed. The multiple user terminals 30 and the management device 10 can communicate via a communication network N2 such as the Internet, LAN, WAN, or public telephone line. The person who made the reservation visits the accommodation facility H1 on the day of the stay and performs the check-in procedure by operating the check-in terminal 20. The person who made the reservation also operates the check-in terminal 20 to perform the check-out procedure as necessary.

[User terminal 30]
2, the user terminal 30 includes a control unit 31, a storage unit 32, an operation display unit 33, and a communication unit 34. The user terminal 30 is a terminal device (mobile terminal) owned by a user who uses the accommodation facility, and is a portable information processing device such as a smartphone, a mobile phone, or a tablet terminal.

The communication unit 34 is a communication interface that connects the user terminal 30 to the communication network N2 by wire or wirelessly and performs data communication in accordance with a specified communication protocol with an external device such as the management device 10 via the communication network N2.

The operation display unit 33 is a user interface that includes a display unit such as a liquid crystal display or an organic EL display that displays various information, and an operation unit such as a mouse, keyboard, or touch panel that accepts operations.

The storage unit 32 is a non-volatile storage unit such as a flash memory that stores various types of information. For example, the storage unit 32 stores a control program for causing the control unit 31 to execute various processes. For example, the control program is non-temporarily recorded on a computer-readable recording medium such as a CD or DVD, and is read by a reading device (not shown) such as a CD drive or DVD drive electrically connected to the user terminal 30 and stored in the storage unit 32.

The control unit 31 has control devices such as a CPU, a ROM, and a RAM. The CPU is a processor that executes various arithmetic operations. The ROM is a non-volatile storage unit in which control programs such as a BIOS and an OS for causing the CPU to execute various processes are stored in advance. The RAM is a volatile or non-volatile storage unit that stores various information, and is used as a temporary storage memory (work area) for the various processes executed by the CPU. The control unit 31 controls the user terminal 30 by having the CPU execute various control programs that are stored in advance in the ROM or the storage unit 32.

Specifically, the control unit 31 includes various processing units such as a reception processing unit 311 and a display processing unit 312. The control unit 31 functions as the various processing units by executing various processes according to the control program with the CPU. In addition, some or all of the processing units included in the control unit 31 may be configured with electronic circuits. In addition, the control program may be a program for causing multiple processors to function as the various processing units.

The reception processing unit 311 acquires operation information performed by the user on the operation display unit 33. For example, the reception processing unit 311 acquires operation information corresponding to the login operation and reservation operation performed by the user on the website operated by the accommodation facility H1.

The display processing unit 312 causes various types of information to be displayed on the operation display unit 33. For example, the display processing unit 312 causes the operation display unit 33 to display the accommodation reservation page of the website. The display processing unit 312 also causes the operation display unit 33 to display various other messages.

The accommodation reservation page includes a reservation screen for inputting accommodation information, a registration screen for registering guest information, and the like. The reservation screen includes the accommodation date, number of nights, number of guests, room type, number of rooms, and estimated arrival time indicating the planned time of arrival at the accommodation. After inputting the accommodation information on the reservation screen, the user performs an operation to register the guest information on the registration screen. The registration screen includes the reservation name indicating the name of the person making the reservation, the guest name indicating the name of the guest, nationality, birthday, address, telephone number, email address, payment method, and the like. After registering the guest information on the registration screen, the user performs an operation to confirm the reservation, and the accommodation reservation is completed.

The room type is information that indicates the type of room to be reserved, such as a single room, double room, twin room, or suite. The user selects the desired room type based on the number of guests, etc.

When a group uses accommodation facility H1, each user in the group selects whether or not they are a group on the reservation screen. The accommodation information includes information on whether or not the user is a group reservation holder.

When a hotel reservation is completed on the hotel reservation page, the control unit 31 obtains a reservation completion notification from the management device 10. The reservation completion notification includes the details of the hotel reservation (reservation details). The reservation completion notification may also include an information code such as a two-dimensional code that can be used for check-in procedures. The information code may include, for example, a user ID that identifies the user (reservation person), user information such as a member ID, a reservation management number, etc. When the control unit 31 obtains the reservation completion notification, the display processing unit 312 causes the operation display unit 33 to display the reservation details.

[Management device 10]
The management device 10 of the accommodation facility H1 will be described below. The management devices 10 of each accommodation facility have the same configuration. As shown in FIG. 2, the management device 10 includes a control unit 11, a memory unit 12, an operation display unit 13, a communication unit 14, and the like. The management device 10 may be an information processing device such as a personal computer or a tablet terminal. The management device 10 may also be an information processing device or a cloud server that constructs a so-called property management system. In addition to reservation management, the management device 10 may also have functions such as guest room management, accounting management, and customer management. The management device 10 of the accommodation facility H1 and the management device 10 of the accommodation facility H2 may be configured to be able to communicate with each other and to be able to view reservation information and the like from each other.

The communication unit 14 is a communication interface that connects the management device 10 to the communication network N2 by wire or wirelessly, and executes data communication in accordance with a predetermined communication protocol with external devices such as the user terminal 30 and the management device 10 of the accommodation facility H2 via the communication network N2. The communication unit 14 also connects the management device 10 to the communication network N1 by wire or wirelessly, and executes data communication in accordance with a predetermined communication protocol with the check-in terminal 20 via the communication network N1.

The operation display unit 13 is a user interface that includes a display unit such as a liquid crystal display or an organic EL display that displays various information, and an operation unit such as a mouse, keyboard, or touch panel that accepts operations.

The storage unit 12 is a non-volatile storage unit such as a flash memory that stores various information. For example, the storage unit 12 stores control programs such as a reservation management program and a check-in program for causing the control unit 11 to execute the reservation management process (see Figures 13 to 15) and check-in process (see Figure 16) described below. For example, the reservation management program and the check-in program are non-temporarily recorded on a computer-readable recording medium such as a CD or DVD, and are read by a reading device (not shown) such as a CD drive or DVD drive electrically connected to the management device 10 and stored in the storage unit 12.

The storage unit 12 also stores data such as reservation information D1 representing information on accommodation reservations received from the user terminal 30, group type information D2 representing the type of group according to the attributes of the reservation holder, first group information D3 representing information on reservation holders in the first group (new reservation holders), and second group information D4 representing information on reservation holders in the second group (repeat customers). The storage unit 12 also stores check-in information (not shown) representing the check-in status.

Figure 3 is a diagram showing an example of reservation information D1. In the example shown in Figure 3, reservation information D1 of a user (reservation person) who will use accommodation facility H1 on December 25, 2020 is shown. The reservation information D1 registers the accommodation information and the guest information. For convenience of explanation, FIG. 3 shows some information, specifically, the reservation number, the name of the person who made the reservation, the date of stay, the room type, the expected time of arrival, the accommodation fee, and the room number. When the control unit 11 acquires the accommodation information and the guest information, it registers the reservation information D1 in the storage unit 12. Note that the control unit 11 does not register the room number, for example, at the time of accepting the reservation, but registers it in a room allocation process (part of the reservation management process described later) that is executed at a predetermined timing (predetermined time) on the day before the stay. The reservation information D1 includes at least one of the expected arrival time (an example of the expected date and time of use in the present invention), the accommodation fee (an example of the usage fee in the present invention), and the reservation date and time when the accommodation facility was reserved.

Figure 4 is a diagram showing an example of group type information D2. Group type information D2 includes information on reservation number, reservation user name, attributes, room type, and group type. The attributes are information indicating the attributes of the reservation user, and include, for example, at least one of a new reservation user who is reserving accommodation facility H1 for the first time (an example of a first reservation user of the present invention), a repeater who has reserved accommodation facility H1 in the past (an example of a second reservation user of the present invention), a multiple room reservation user who reserves multiple rooms collectively (an example of a third reservation user of the present invention), and a group reservation user who is part of a group reserving multiple rooms (an example of a fourth reservation user of the present invention). The control unit 11 identifies the attributes based on the reservation information, accommodation history information, etc.

The group type is identification information corresponding to the attribute. Specifically, group type "1" is associated with the new reservation person, group type "2" is associated with the repeater, group type "3" is associated with the multiple room reservation person, and group type "4" is associated with the group reservation person, and are registered. The control unit 11 registers group type information D2 in the memory unit 12 based on the reservation information, accommodation history information, etc.

Figure 5 is a diagram showing an example of the first group information D3. The first group information D3 includes information on the ranking, reservation number, reservation user name, attributes, room type, and expected arrival time corresponding to the reservation information D1 of the new reservation user of group type "1". The first group information D3 shown in Figure 5 shows information on new reservation users whose reservation target room type is "single room". The ranking is information indicating the order of the latest expected arrival times for multiple new reservation users whose room type is "single room". The control unit 11 extracts new reservation users whose room type is "single room" from the reservation information D1 and registers the first group information D3 in the storage unit 12 in order of the latest expected arrival times. The control unit 11 registers the first group information D3 corresponding to the new reservation users for each room type in the storage unit 12.

Figure 6 is a diagram showing an example of the second group information D4. The second group information D4 includes information on the ranking, reservation number, name of the person who made the reservation, attributes, room type, and expected arrival time corresponding to the reservation information D1 of the repeater of group type "2". The second group information D4 shown in Figure 6 shows information on the repeaters who have a room type of "single room" reserved among the repeaters. The ranking is information that indicates the order of the latest expected arrival times for multiple repeaters with a room type of "single room". The control unit 11 extracts repeaters with a room type of "single room" from the reservation information D1 and registers the second group information D4 in the storage unit 12 in which the repeaters are arranged in order of the latest expected arrival times. The control unit 11 registers the second group information D4 corresponding to the repeaters for each room type in the storage unit 12.

In another embodiment, in addition to the first group information D3 and the second group information D4, the control unit 11 may further register in the memory unit 12, for each room type, third group information (not shown) corresponding to the reservation information D1 of the multiple room reservation holder of group type "3" and fourth group information (not shown) corresponding to the reservation information D1 of the group reservation holder of group type "4".

The control unit 11 has control devices such as a CPU, a ROM, and a RAM. The CPU is a processor that executes various arithmetic operations. The ROM is a non-volatile storage unit in which control programs such as a BIOS and an OS for causing the CPU to execute various processes are stored in advance. The RAM is a volatile or non-volatile storage unit that stores various information, and is used as a temporary storage memory (work area) for the various processes executed by the CPU. The control unit 11 controls the management device 10 by having the CPU execute various control programs that are stored in advance in the ROM or the storage unit 12.

Specifically, the control unit 11 includes various processing units such as a reservation processing unit 111, a judgment processing unit 112, an extraction processing unit 113, a change processing unit 114, a search processing unit 115, and a bonus processing unit 116. The control unit 11 functions as the various processing units by executing various processes in accordance with the reservation management program and the check-in program with the CPU. In addition, some or all of the processing units included in the control unit 11 may be configured with electronic circuits. In addition, the reservation management program and the check-in program may be programs for causing multiple processors to function as the various processing units.

When an operation for making a reservation for accommodation is performed on the user terminal 30, the reservation processing unit 111 determines whether or not a reservation is possible, and if so, performs the reservation process. For example, the reservation processing unit 111 accepts reservations for multiple room types that are the reservation targets at the accommodation facility H1, and performs the reservation process. When the reservation process is completed, the reservation processing unit 111 sends a reservation completion notification to the user terminal 30, and registers the reservation information including the accommodation information and the guest information in the reservation information D1 (see FIG. 3). In addition, when the reservation processing unit 111 executes the check-in process (see FIG. 16), it obtains the reservation information D1 for the target date (the day of accommodation) from the memory unit 12. The reservation processing unit 111 is an example of a reservation processing unit of the present invention.

In this embodiment, an example in which reservation processing is performed in the management device 10 will be described, but for example, a reservation processing system that executes reservation processing in response to a reservation request from a user may be interposed between the management device 10 and the user terminal 30. In this case, the management device 10 registers and manages the information sent from the reservation processing system in reservation information D1.

The determination processing unit 112 determines whether an excess reservation (overbooking) has occurred, in which the total number of reservations accepted by the reservation processing unit 111 is greater than the number of reservations that can be made for at least one room type. The determination processing unit 112 is an example of the determination processing unit of the present invention.

Specifically, the control unit 11 executes an allocation process that allocates a room to each reservation user at a predetermined timing (predetermined time) on the day before the stay. For example, the control unit 11 executes the allocation process based on a priority (priority order) according to the attributes of the reservation user. The priority is set according to the degree of impact on the reservation user by changing the room once assigned to another room or accommodation facility. For example, in the case of a group reservation user of the group type "4", it is difficult to change the room for each user included in the group, so the control unit 11 sets the priority to the highest "1" for the group reservation user. In addition, in the case of a multiple room reservation user of the group type "3", it is difficult to change only some of the multiple rooms reserved, so the control unit 11 sets the priority to the second highest "2" after the group reservation user. In addition, since it is considered that the impact of changing the room on a new reservation user of the group type "4" is the smallest, the control unit 11 sets the priority to the lowest "4". Furthermore, since repeat customers of the group type "3" are more important customers (frequent customers) than the new reservation customers, the control unit 11 sets the priority to "3", which is higher than the new reservation customers. Note that the method of setting the priority is not limited to the above-mentioned method.

Based on the priority, the control unit 11 first assigns a room of the desired room type to the group reservation user, then assigns a room of the desired room type to the multiple room reservation user, then assigns a room of the desired room type to the repeater, and finally assigns a room of the desired room type to the new reservation user. After executing the assignment process, the control unit 11 registers the room numbers of the assigned rooms in the reservation information D1 (see Figure 3).

Here, for example, if the allocation process is unable to allocate rooms to some of all the bookers of a single room (there are no available rooms), the determination processing unit 112 determines that overbooking has occurred. The control unit 11 executes the allocation process for each room type, and the determination processing unit 112 determines whether overbooking has occurred for each room type. If overbooking has occurred in at least one room type, the control unit 11 executes a reservation change process (part of the reservation management process) to resolve the overbooking. The reservation change process includes a room change process for changing the reserved room type to a room of another room type, and a facility change process for changing the reserved accommodation facility to another accommodation facility.

The control unit 11 executes the allocation process on the day before the stay, and executes the reservation change process at a specified timing (specified time) on the day of the stay. For example, the control unit 11 executes the reservation change process at a time (14:30), just before (e.g., 30 minutes before) the possible check-in time (e.g., 15:00) on the day of the stay. In this way, by setting the timing for executing the reservation change process to the time just before the possible check-in time, a room allocated to a user who canceled a reservation on the day can be allocated to an overbooked user, thereby minimizing the occurrence of overbooking.

When overbooking occurs, in the reservation change process, the extraction processing unit 113 extracts a change target person who will change the reservation. Specifically, the extraction processing unit 113 extracts a change target person who will change the reservation to a second room type (e.g., a twin room) that is higher in grade than the first room type based on the attributes of the reservation target person among the reservation targets of the first room type (e.g., a single room). In addition, the extraction processing unit 113 extracts the change target person in the order of decreasing priority in the allocation process. For example, when overbooking occurs in a single room, the extraction processing unit 113 extracts the new reservation target person with the lowest priority as the change target person. Furthermore, the extraction processing unit 113 extracts a reservation target person specified based on the reservation information D1 corresponding to a single room among the multiple new reservation targets as the change target person. For example, the extraction processing unit 113 refers to the first group information D3 (see FIG. 5) and extracts the new reservation target person (user X) who is ranked first in terms of the latest expected arrival time as the change target person. The extraction processing unit 113 is an example of an extraction processing unit of the present invention.

The change processing unit 114 executes a room change process to change the room type desired by the reservation user to a room of another room type. Specifically, the change processing unit 114 changes the room of the person to be changed, extracted by the extraction processing unit 113, from the first type of room to the second type of room. For example, the change processing unit 114 changes the single room desired by user X to a twin room. When the change processing unit 114 assigns the changed twin room to user X, it changes the room type in the reservation information D1 and registers the room number of the twin room (see FIG. 7). When changing from a single room to a twin room, the control unit 11 sets the accommodation price to the accommodation price of the room type (single room) before the change. The change processing unit 114 is an example of a change processing unit of the present invention.

The control unit 11 ends the reservation change process when the overbooking of the single room is resolved by executing the room change process for user X. On the other hand, the control unit 11 continues to execute the reservation change process when the overbooking of the single room is not resolved even after executing the room change process for user X.

For example, the extraction processing unit 113 refers to the first group information D3 (see FIG. 5) and extracts the new reservation holder (user L) who is the second latest in terms of expected arrival time after user X as the change target. The change processing unit 114 changes the single room desired by user L to a twin room. After the change processing unit 114 assigns the changed twin room to user L, it changes the room type in the reservation information D1 and registers the room number of the twin room. In this way, the control unit 11 executes the room change process for the new reservation holder registered in the first group information D3 until the overbooking of the single room is resolved.

Here, if the overbooking of the single room is not resolved even after the room change process is performed for the new reservation user registered in the first group information D3, the control unit 11 continues to execute the reservation change process.

For example, the extraction processing unit 113 extracts the repeater who has the second lowest priority in the allocation process after the new reservation customer as the change target. For example, the extraction processing unit 113 refers to the second group information D4 (see FIG. 6) and extracts the repeater (user S) who is ranked first and has the latest scheduled arrival time as the change target.

The change processing unit 114 changes the single room requested by user S to a twin room. After the change processing unit 114 assigns the changed twin room to user S, it changes the room type in the reservation information D1 and registers the room number of the twin room.

The control unit 11 ends the reservation change process when the overbooking of the single room is resolved by executing the room change process for user S. On the other hand, if the overbooking of the single room is not resolved even after executing the room change process for user S, the extraction processing unit 113 continues to extract the repeater (user R) who is the second latest in terms of expected arrival time after user S as the person to be changed. In addition, the change processing unit 114 changes the single room desired by user R to a twin room. When the change processing unit 114 assigns the changed twin room to user R, it changes the room type in the reservation information D1 and registers the room number of the twin room. In this way, the control unit 11 executes the room change process for the repeaters registered in the second group information D4 until the overbooking of the single room is resolved.

Here, the control unit 11 may execute a facility change process (part of the reservation management process) to change the reserved accommodation facility to another accommodation facility if the overbooking is not resolved even after executing the room change process for the repeater registered in the second group information D4. For example, the control unit 11 executes the facility change process when there are no vacant rooms of other room types in accommodation facility H1 that can resolve the overbooking.

The control unit 11 may also execute the room change process for multiple room reservation holders registered in the third group information if the overbooking is not resolved even after executing the room change process for the repeater registered in the second group information D4.The control unit 11 may also execute the facility change process if the overbooking is not resolved even after executing the room change process for the multiple room reservation holders registered in the third group information.

The control unit 11 may also execute the room change process for a group reservation holder registered in the fourth group information if overbooking is not resolved even after executing the room change process for multiple room reservation holders registered in the third group information.The control unit 11 may also execute the facility change process if overbooking is not resolved even after executing the room change process for a group reservation holder registered in the fourth group information.

In the facility change process, if overbooking is not resolved for a room of a specified room type, the search processing unit 115 searches for other accommodations where a room of the same or larger room type can be reserved. For example, if overbooking of a single room is not resolved, the search processing unit 115 refers to the reservation information D1 stored in the management device 10 of other accommodations to search for accommodations that have available single rooms, twin rooms, or suite rooms. That is, the management device 10 of accommodation facility H1 searches for other accommodation facilities that can be reserved by performing data communication with the management device 10 of other accommodation facilities. The search processing unit 115 may also search for accommodation facilities that have available rooms with accommodation prices, room sizes, etc. equal to or larger than those of a single room of accommodation facility H1.

The search processing unit 115 may also search for other accommodations based on information about accommodation H1. For example, the search processing unit 115 searches for other accommodations based on the address, grade, scale (number of rooms, size), facilities (bathroom, toilet, amenities, etc.) of accommodation H1. Here, it is assumed that the search processing unit 115 has searched for accommodation H2.

The change processing unit 114 changes the reservation target of the change target person extracted by the extraction processing unit 113 to the reservation target of accommodation facility H2 searched by the search processing unit 115. For example, if the overbooking is not resolved even after the room change process of the single room for the repeater (user R) registered in the second group information D4 is executed, the change processing unit 114 changes the single room of the next extracted repeater (user B) to a single room of accommodation facility H2 searched by the search processing unit 115. For example, the change processing unit 114 sends a reservation request for user B to the management device 10 of the accommodation facility H2. When the management device 10 of the accommodation facility H2 receives the reservation request, it confirms the reservation of the single room of user B and registers it in the reservation information of the accommodation facility H2. When the change processing unit 114 changes the reservation target of user B to accommodation facility H2, it registers the information of accommodation facility H2 in the room type of the reservation information D1 (see FIG. 8).

The bonus processing unit 116 grants a bonus to the person to be changed. Specifically, when the room type is upgraded within the same accommodation facility, the bonus processing unit 116 sets the accommodation fee to the accommodation fee for the room type before the upgrade. Furthermore, when the accommodation facility is changed, the bonus processing unit 116 makes the accommodation fee at the changed accommodation facility free or discounts it. The bonus processing unit 116 may grant the bonus (such as a coupon) to the person to be changed at the check-in terminal 20 during check-in processing. This can reduce dissatisfaction and complaints from users whose reservations have been changed.

When the control unit 11 executes the reservation change process, it may also notify the user terminal 30 of specific information indicating that the reservation target (room or accommodation facility) has been changed.

When the control unit 11 executes the reservation change process, it may also cause the check-in terminal 20 to display specific information (described below) indicating that the reservation target (room or accommodation) has been changed during the check-in process (see Figures 11 and 12).

The control unit 11 also updates check-in information (not shown) when the check-in procedure of the user at the accommodation facility is completed. The check-in information includes the user name (guest name) on the day of the stay, the check-in status indicating whether check-in has been completed, the room number, etc.

[Check-in terminal 20]
As shown in FIG. 2, the check-in terminal 20 includes a control unit 21, a storage unit 22, an operation display unit 23, a speaker 24, a reading unit 25, a camera 26, a communication unit 27, and the like. The check-in terminal 20 may be an information processing device such as a personal computer. FIG. 9 is an external view showing an example of the check-in terminal 20. As shown in FIG. 9, in the check-in terminal 20, a user can touch the operation display unit 23. The user performs check-in and check-out procedures while operating the operation screen displayed on the operation display unit 23. The camera 26 is provided on the upper part of the operation display unit 23, and captures, for example, a face image of the user. The check-in terminal 20 also includes a card insertion unit for inserting cards such as credit cards, a money insertion unit for inserting coins and bills, a card key issuing unit for issuing card keys, and the like.

The communication unit 27 is a communication interface that connects the check-in terminal 20 to the communication network N1 via a wired or wireless connection and performs data communication with the management device 10 via the communication network N1 in accordance with a specified communication protocol.

The operation display unit 23 is a user interface that includes a display unit such as a liquid crystal display or an organic EL display that displays various information, and an operation unit such as a touch panel that accepts operations.

The camera 26 is a digital camera that captures an image of the user and outputs the image as digital image data. The camera 26 may be a network camera. The camera 26 may also have a sensor function that detects a person in front of the check-in terminal 20.

The reading unit 25 reads information codes such as two-dimensional codes. The reading unit 25 may also have a function for scanning a user's passport, identification card, etc.

The storage unit 22 is a non-volatile storage unit such as a flash memory that stores various information. For example, the storage unit 22 stores a control program such as a check-in program for causing the control unit 21 to execute the check-in process (see FIG. 16) described below. For example, the check-in program is non-temporarily recorded on a computer-readable recording medium such as a CD or DVD, and is read by a reading device (not shown) such as a CD drive or DVD drive electrically connected to the check-in terminal 20 and stored in the storage unit 22. The check-in program may be downloaded to the storage unit 22 of the check-in terminal 20 via the communication network N1.

The control unit 21 has control devices such as a CPU, a ROM, and a RAM. The CPU is a processor that executes various arithmetic processes. The ROM is a non-volatile storage unit in which control programs such as a BIOS and an OS for causing the CPU to execute various arithmetic processes are stored in advance. The RAM is a volatile or non-volatile storage unit that stores various information, and is used as a temporary storage memory (work area) for various processes executed by the CPU. The control unit 21 controls the check-in terminal 20 by executing the various control programs stored in advance in the ROM or the storage unit 22 with the CPU.

Specifically, as shown in FIG. 2, the control unit 21 includes various processing units such as a reception processing unit 211, a display processing unit 212, and a check-in processing unit 213. The control unit 21 functions as the various processing units by executing various processes according to the check-in program with the CPU. Some or all of the processing units included in the control unit 21 may be configured with electronic circuits. The check-in program may be a program for causing multiple processors to function as the various processing units.

The reception processing unit 211 acquires operation information operated by the user (booker) of the accommodation facility H1 on the operation display unit 23 of the check-in terminal 20. For example, when the user performs an operation to start the check-in procedure on the check-in screen shown in FIG. 10, the reception processing unit 211 acquires the operation information. The check-in procedure includes a procedure for scanning the passport if the user is a foreigner, a procedure for inputting guest information such as a reservation number, name, telephone number, and address, a payment procedure, and a procedure for selecting a room key (mobile key or card key). Note that when the user holds a two-dimensional code displayed on the user terminal 30 (mobile terminal) over the reading unit 25 (see FIG. 9) during the check-in procedure, the reception processing unit 211 may acquire the guest information contained in the read two-dimensional code. The reception processing unit 211 is an example of a reception processing unit of the present invention.

The display processing unit 212 displays various types of information on the operation display unit 23. For example, the display processing unit 212 sequentially displays operation screens for inputting information required for the check-in procedure on the operation display unit 23. The display processing unit 212 displays various other messages on the operation display unit 23. Note that, if the check-in terminal 20 has a function for performing a check-out procedure, the display processing unit 212 sequentially displays operation screens for inputting information required for the check-out procedure on the operation display unit 23. The display processing unit 212 is an example of a display processing unit of the present invention.

The check-in processing unit 213 authenticates the user based on the information entered during the check-in procedure. For example, the check-in processing unit 213 refers to the reservation information D1 (see FIG. 3) stored in the management device 10, and authenticates the user and allows him/her to stay if the information entered by the user matches the reservation information D1. The check-in processing unit 213 may also authenticate the user and allow him/her to stay if the passport image scanned by the reading unit 25 matches the face image of the user captured by the camera 26.

Here, when the reservation change process is executed in the management device 10, the display processing unit 312 displays specific information indicating that the reservation target (room or accommodation facility) has been changed on the operation display unit 23. For example, when the control unit 11 of the management device 10 changes the single room reserved by user X to a twin room in order to resolve an overbooking of the single room (see FIG. 7), the display processing unit 212 displays the specific information obtained from the control unit 11 on the notification screen shown in FIG. 11. Specifically, the display processing unit 212 displays on the notification screen a message indicating that the room type has been changed, a message inquiring whether or not to accept the change, selection buttons K1 and K2 for selecting whether or not to accept, and the like.

When user X presses the selection button K1 on the notification screen shown in FIG. 11, the check-in processing unit 213 continues the check-in process and executes the payment process, room key issuance process, and the like. For example, when the user completes input of the information required for check-in and is successfully authenticated, the check-in processing unit 213 performs the payment process for the accommodation fee. Specifically, when the user inserts a credit card into the card insertion section of the check-in terminal 20, the check-in processing unit 213 performs the payment process by sending a payment request to the payment server of the payment service provider used by the user. The check-in processing unit 213 also issues a room key for the room assigned to the user. On the other hand, when user X presses the selection button K2 on the notification screen shown in FIG. 11, the check-in processing unit 213 interrupts the check-in process, and the display processing unit 212 displays a notification directing the user to the front desk.

For example, when the control unit 11 of the management device 10 changes the accommodation facility H1 reserved by user B to another accommodation facility H2 in order to resolve an overbooking of a single room, the display processing unit 212 displays the specific information obtained from the control unit 11 on the notification screen shown in FIG. 12. Specifically, the display processing unit 212 displays on the notification screen a message indicating that the accommodation facility has been changed, a message inquiring whether or not to accept the change, and selection buttons K1 and K2 for selecting whether or not to accept the change. The display processing unit 212 also displays on the notification screen a selection button K3 for displaying detailed information about the new accommodation facility H2.

When user B presses the selection button K1 on the notification screen shown in FIG. 12, the display processing unit 212 displays guidance information about accommodation facility H2. The guidance information includes facility information about accommodation facility H2, the route from the current location (accommodation facility H1) to accommodation facility H2, the required travel time, and the like. In addition, when user B presses the selection button K1, the display processing unit 212 displays a special offer (e.g., an electronic coupon) on the notification screen.

The control unit 21 may present check-in information that can be used by user B when he/she checks in at the new accommodation facility H2. For example, when user B presses the selection button K1, the control unit 21 causes the check-in terminal 20 to display a two-dimensional code including check-in information such as reservation information for user B at accommodation facility H1, change information indicating that accommodation facility H1 has been changed to accommodation facility H2 to resolve overbooking, special offer information for discounting the accommodation fee at accommodation facility H2, and handover information for the check-in operation. The handover information includes guest information entered during the check-in procedure at accommodation facility H1. When user B obtains the two-dimensional code, he/she can perform the check-in procedure by holding the two-dimensional code over the check-in terminal 20 at accommodation facility H2. For example, user B performs the remaining check-in procedure, such as the payment procedure and the room key issuance procedure, at the check-in terminal 20 of accommodation facility H2. This allows user B to omit duplicate check-in procedures at accommodation facility H2, and therefore allows user B to perform the check-in procedure smoothly.

On the other hand, when user B presses the selection button K2 on the notification screen shown in FIG. 12, the check-in processing unit 213 interrupts the check-in process, and the display processing unit 212 displays a notification directing the user to the front desk.

When the control unit 21 has completed issuing the room key to the user, it ends the check-in process and terminates the check-in procedure. In addition, multiple check-in terminals 20 can perform the check-in process in parallel.

As another embodiment of the first embodiment, when overbooking occurs, the extraction processing unit 113 may extract the reservation user with the highest accommodation fee as the change target from among reservation users according to a predetermined attribute (for example, a new reservation user with the lowest priority). Then, the change processing unit 114 changes the room type desired by the extracted reservation user to an upgraded room. Also, the change processing unit 114 changes the accommodation facility H1 desired by the extracted reservation user to another accommodation facility H2. In other words, when overbooking occurs, the control unit 11 may execute the reservation change process in descending order of accommodation fee. In this way, by upgrading reservation users with high accommodation fees, accommodation facilities can reduce sales losses due to upgrades.

In addition, as another embodiment of the first embodiment, when overbooking occurs, the extraction processing unit 113 may extract the reservation person with the latest reservation date and time as the change target from among the reservation people according to a predetermined attribute (for example, a new reservation person with the lowest priority). Then, the change processing unit 114 changes the room type desired by the extracted reservation person to an upgraded room. Also, the change processing unit 114 changes the accommodation facility H1 desired by the extracted reservation person to another accommodation facility H2. In other words, when overbooking occurs, the control unit 11 may execute the reservation change processing in order of the latest reservation date and time. In this way, for reservation people who made reservations early, the reservation change processing may not be executed and reservations may be confirmed preferentially.

In another embodiment of the first embodiment, when overbooking occurs, the extraction processing unit 113 may extract, as the change target, a reservation user identified based on at least one of the expected arrival time, accommodation fee, and reservation date and time from among reservation users according to a predetermined attribute (e.g., a new reservation user with the lowest priority).

[Reservation management process]
An example of the reservation management process executed in the accommodation facility reservation management system 100 will be described below with reference to Figures 13 to 15. The reservation management process is executed by the control unit 11 of the management device 10. For example, the control unit 11 starts execution of the reservation management program at a predetermined time on the day before the stay, thereby starting execution of the reservation management process. Note that the reservation management process may be terminated midway in response to a predetermined operation on the management device 10.

The present invention can be understood as an invention of a reservation management method (one example of the reservation management method of the present invention) that executes one or more steps included in the reservation management process.

In addition, one or more steps included in the reservation management process described here may be omitted as appropriate. Furthermore, the steps in the reservation management process may be executed in a different order as long as the same action and effect is achieved. Furthermore, although an example is given here in which multiple processors corresponding to the control unit 11 execute the steps in the reservation management process in a distributed manner, in other embodiments, a single processor may execute the steps in the reservation management process. The reservation management process also includes a reservation change process (room change process, facility change process) to resolve overbooking when overbooking occurs.

First, in step S11, the control unit 11 acquires reservation information D1. For example, the control unit 11 acquires reservation information D1 (see FIG. 3) for the stay date "December 25, 2020" at a specified time on the day before the stay date. The control unit 11 acquires the reservation information D1 with the oldest reservation date and time, i.e., the reservation information D1 of the person who made the earliest reservation.

Next, in step S12, the control unit 11 determines whether the attribute of the reservation user in the acquired reservation information D1 is a group reservation user. If the attribute of the reservation user is a group reservation user (S12: Yes), the control unit 11 registers the reservation user in the fourth group (group type "4" shown in FIG. 4) (S121). If the attribute of the reservation user is not a group reservation user (S12: No), the process proceeds to step S13.

In step S13, the control unit 11 determines whether the attribute of the reservation user in the acquired reservation information D1 is a multiple room reservation user. If the attribute of the reservation user is a multiple room reservation user (S13: Yes), the control unit 11 registers the reservation user in the third group (group type "3" shown in FIG. 4) (S131). If the attribute of the reservation user is not a multiple room reservation user (S13: No), the process proceeds to step S14.

In step S14, the control unit 11 determines whether the attribute of the reservation user in the acquired reservation information D1 is a repeater. If the attribute of the reservation user is a repeater (S14: Yes), the control unit 11 registers the reservation user in the second group (group type "2" shown in FIG. 4) (S141). If the attribute of the reservation user is not a repeater (S14: No), the control unit 11 registers the reservation user in the first group (group type "1" shown in FIG. 4) (S15). In this way, the control unit 11 groups each reservation user according to their attributes. Then, the control unit 11 registers in the memory unit 12 group type information D2 (see FIG. 4) that associates each reservation user with a group type.

In step S16, the control unit 11 determines whether or not there is other reservation information D1. If there is other reservation information D1 (S16: Yes), the control unit 11 returns to step S11 and repeats the above-described process for the other reservation information D1. If there is no other reservation information D1 (S16: No), the process proceeds to step S17 (see FIG. 14).

In step S17, the control unit 11 executes a room allocation process. Specifically, the control unit 11 executes the allocation process based on a priority according to the attributes of the reservation party. For example, the control unit 11 first assigns a room of the desired room type to the group reservation party, then assigns a room of the desired room type to the multiple room reservation party, then assigns a room of the desired room type to the repeater, and finally assigns a room of the desired room type to the new reservation party. After executing the allocation process, the control unit 11 registers the room numbers of the assigned rooms in the reservation information D1 (see Figure 3).

Next, in step S18, the control unit 11 determines whether or not overbooking has occurred for at least any room type. If overbooking has not occurred (S18: No), the control unit 11 ends the reservation management process. On the other hand, if overbooking has occurred (S18: Yes), the control unit 11 executes the reservation management process (the room change process) to resolve the overbooking. Step S18 is an example of a determination step of the present invention.

Specifically, in step S19, the control unit 11 identifies the room type in which overbooking has occurred. Here, it is assumed that overbooking has occurred in a single room in accommodation facility H1, for example.

Next, in step S20, the control unit 11 acquires reservation information D1 for the first group (group type "1" shown in FIG. 4) of the identified room type (single room).

Next, in step S21, the control unit 11 rearranges the reservation information D1 of the first group in a predetermined order and registers it in the storage unit 12. For example, the control unit 11 extracts new reservation users whose room type is "single room" from the reservation information D1 and registers them in the storage unit 12 as first group information D3 (see FIG. 5) in which the reservation information D1 is rearranged in order of the latest expected arrival time.

Next, in step S22, the control unit 11 extracts new reservation persons in a predetermined order as the change target persons, and changes the reserved room type. For example, the control unit 11 extracts the new reservation person (user X) who is ranked first in terms of the latest expected arrival time from the first group information D3 as the change target person, and changes the single room reserved by user X to a twin room. Step S22 is an example of the extraction step and change step of the present invention.

If the overbooking is resolved by executing the room change process for the users of the first group information D3 (S23: Yes), the control unit 11 ends the reservation management process. On the other hand, if the overbooking is not resolved even after executing the room change process for the users of the first group information D3 (S23: No), the process proceeds to step S24.

In step S24, the control unit 11 acquires reservation information D1 for the second group (group type "2" shown in FIG. 4) of the identified room type (single room).

Next, in step S25, the control unit 11 rearranges the reservation information D1 of the second group in a predetermined order and registers it in the storage unit 12. For example, the control unit 11 extracts repeaters whose room type is "single room" from the reservation information D1 and registers them in the storage unit 12 as second group information D4 (see FIG. 6 ) in which the repeaters are arranged in order of the latest expected arrival time.

Next, in step S26, the control unit 11 extracts repeaters in a predetermined order as the change target, and changes the reserved room type. For example, the control unit 11 extracts the new reservation target (user S) who is ranked first in terms of the latest expected arrival time from the second group information D4 as the change target, and changes the single room reserved by user S to a twin room.

If the overbooking is resolved by executing the room change process for the users of the second group information D4 (S27: Yes), the control unit 11 ends the reservation management process. On the other hand, if the overbooking is not resolved even after executing the room change process for the users of the second group information D4 (S27: No), the process proceeds to step S28.

In step S28, the control unit 11 determines whether a predetermined time has passed. For example, the control unit 11 determines whether a time (14:30) has passed just before (for example, 30 minutes before) the check-in time (for example, 15:00) on the day of the stay. If the predetermined time has passed (S28: Yes), the process proceeds to step S29 (see FIG. 15) and executes the facility change process to resolve the overbooking. If the predetermined time has not passed (S28: No), the process returns to step S17. When returning to step S17, the control unit 11 assigns the room to be canceled to the user of the overbooked reservation, for example, if a cancellation occurs by the predetermined time. This allows the control unit 11 to minimize the occurrence of overbooking by continuing to execute the room assignment process, for example, if a cancellation occurs on the day of the stay, until the predetermined time has passed. In another embodiment, if the predetermined time has not passed (S28: No), the control unit 11 may execute a process to change the room type of the user of the overbooked reservation, and if the overbooking is not resolved by this process, the control unit 11 may temporarily terminate the reservation management process. Also, the control unit 11 may temporarily terminate the reservation management process and then execute the reservation management process again.

In step S29, the control unit 11 identifies the room type in which overbooking has occurred. Note that overbooking may occur in multiple room types. In this case, if the overbooking for a single room is resolved in the room change process but the overbooking for a twin room is not resolved, the control unit 11 identifies a twin room in step S29. Here, we take as an example a case in which overbooking of a single room for a new reservation customer is not resolved in the room change process. In step S29, the control unit 11 identifies a single room as the room type in which overbooking has occurred.

Next, in step S30, the control unit 11 acquires reservation information D1 for the first group (group type "1" shown in FIG. 4) of the identified room type (single room).

Next, in step S31, the control unit 11 rearranges the reservation information D1 of the first group in a predetermined order and registers it in the storage unit 12. For example, the control unit 11 extracts new reservation users whose room type is "single room" from the reservation information D1 and registers them in the storage unit 12 as first group information D3 (see FIG. 5) in which the reservation information D1 is rearranged in order of the latest expected arrival time.

Next, in step S32, the control unit 11 extracts new reservation users in a predetermined order as the change target users, and changes the reserved accommodation facility H1 to another accommodation facility. For example, the control unit 11 extracts the new reservation user (user X) who is ranked first in terms of the latest expected arrival time from the first group information D3 as the change target user, and searches for an accommodation facility (here, accommodation facility H2) that has a vacant room of the same or higher room type as the one reserved by user X. The control unit 11 then changes accommodation facility H1 to accommodation facility H2, and reserves a room at accommodation facility H2 (a room of a grade of single room or higher).

If the overbooking is resolved by executing the facility change process for the user in the first group information D3 (S33: Yes), the control unit 11 ends the reservation management process. On the other hand, if the overbooking is not resolved even when the room change process is executed for the user in the first group information D3 (S33: No), the process proceeds to step S34.

In step S34, the control unit 11 acquires reservation information D1 for the second group (group type "2" shown in FIG. 4) of the identified room type (single room).

Next, in step S35, the control unit 11 rearranges the reservation information D1 of the second group in a predetermined order and registers it in the storage unit 12. For example, the control unit 11 extracts repeaters whose room type is "single room" from the reservation information D1 and registers them in the storage unit 12 as second group information D4 (see FIG. 6) in which the repeaters are arranged in order of the latest expected arrival time.

Next, in step S36, the control unit 11 extracts repeaters in a predetermined order as the change target, and changes accommodation facility H1 to another accommodation facility. For example, the control unit 11 extracts the new reservation target (user S) who is ranked first with the latest expected arrival time from the second group information D4 as the change target, and searches for an accommodation facility (here, accommodation facility H2) that has an available room of the same or higher room type as the one reserved by user S. The control unit 11 then changes accommodation facility H1 to accommodation facility H2, and reserves a room at accommodation facility H2 (a room of a grade of single room or higher). Note that the control unit 11 may search for a different accommodation facility for each extracted change target. This allows the control unit 11 to change accommodation facility H1 to an accommodation facility suitable for the change target.

If the overbooking is resolved by executing the facility change process for the users in the second group information D4 (S37: Yes), the control unit 11 ends the reservation management process. On the other hand, if the overbooking is not resolved even after executing the facility change process for the users in the second group information D4 (S37: No), the process proceeds to step S38.

In step S38, the control unit 11 notifies the staff of information indicating that it is difficult to resolve the overbooking. In this case, the staff may, for example, contact the person who made the reservation and request a change to the dates of stay.

[Check-in process]
An example of check-in processing executed in the accommodation facility reservation management system 100 will be described below with reference to Fig. 16. The check-in processing is executed by the control unit 11 of the management device 10 and the control unit 21 of the check-in terminal 20. For example, the control units 11 and 21 start execution of the check-in processing by starting the check-in program every time a user performs an operation to start a check-in procedure in the check-in terminal 20. Note that the check-in processing may be terminated midway in response to a predetermined operation in the management device 10 and the check-in terminal 20.

In addition, one or more steps included in the check-in process described here may be omitted as appropriate. Furthermore, the steps in the check-in process may be executed in a different order as long as the same action and effect is achieved. Furthermore, although an example is given here in which multiple processors corresponding to control units 11 and 21 execute the steps in the check-in process in a distributed manner, in other embodiments, a single processor may execute each step in the check-in process.

First, in step S51, when the control unit 21 of the check-in terminal 20 receives an operation to start the check-in procedure from the user on the check-in screen of the check-in terminal 20 (see FIG. 10), the control unit 21 acquires the operation information. The control unit 21 waits until the operation to start the check-in procedure is received (S51: No). When the control unit 21 acquires the operation information (S51: Yes), the process proceeds to step S52.

In step S52, the control unit 21 accepts input of guest information from the user on the operation screen (not shown) for the check-in procedure. For example, if the user is a foreigner, the control unit 21 accepts an operation to scan the user's passport, and an operation to input guest information such as a reservation number, name, telephone number, and address.

Next, in step S53, the control unit 21 performs authentication processing of the user based on the information entered during the check-in procedure. In the authentication processing, the control unit 21 refers to the reservation information D1 (see FIG. 3) stored in the management device 10, and if the lodger information entered by the user matches the reservation information D1, authenticates the user and allows him or her to stay. For example, if the user is a foreigner, the control unit 21 performs processing to check the passport, and processing to check whether the lodger information, such as the reservation number, name, telephone number, and address, matches the reservation information D1 (reservation confirmation processing). If the user has been authenticated (S53: Yes), the processing proceeds to step S54.

On the other hand, if the user is not authenticated (S53: No), the process proceeds to step S531. Note that the user may make an input error, such as a typo, when inputting the guest information. For this reason, if the user is not authenticated (S53: No), the control unit 21 may display a message such as "Reservation not found" on the operation display unit 23 to prompt the user to re-input the guest information. If the re-input guest information does not match the reservation information D1, the process may proceed to step S531. In step S531, the control unit 21 cancels the check-in procedure at the check-in terminal 20 and causes the operation display unit 23 to display a message, such as a message directing the user to the front desk. The check-in process then ends.

In step S54, the control unit 21 determines whether the reservation of the user who is checking in is subject to overbooking. If the reservation is subject to overbooking (S54: Yes), the process proceeds to step S55. On the other hand, if the reservation is not subject to overbooking (S54: No), the process proceeds to step S58.

In step S55, the control unit 21 displays specific information indicating that the reservation target (room or accommodation) has been changed. For example, when the control unit 11 of the management device 10 changes the single room reserved by the user to a twin room in order to resolve the overbooking of the single room, the control unit 21 displays the specific information acquired from the control unit 11 on the notification screen shown in FIG. 11. Also, when the control unit 11 of the management device 10 changes the accommodation H1 reserved by the user to another accommodation H2 in order to resolve the overbooking of the single room, the control unit 21 displays the specific information acquired from the control unit 11 on the notification screen shown in FIG. 12. Also, the control unit 21 displays selection buttons K1 and K2 for selecting whether or not to accept the change of the reservation target on the notification screen (see FIG. 11 and FIG. 12).

In step S56, the control unit 21 determines whether the user has accepted the change to the reservation target. If the user accepts the change to the reservation target by pressing the selection button K1 (see Figures 11 and 12) (S56: Yes), the process proceeds to step S57. On the other hand, if the user does not accept the change to the reservation target by pressing the selection button K2 (see Figures 11 and 12) (S56: No), the process proceeds to step S531 (described above).

In step S57, the control unit 21 determines whether the change in the reservation target is a change in room. If the change in the reservation target is a change in room (S57: Yes), the process proceeds to step S58. On the other hand, if the change in the reservation target is not a change in room, i.e., if the change in the reservation target is a change in accommodation facility (S57: No), the process proceeds to step S571.

In step S58, the control unit 21 performs a settlement process for payment of the accommodation fee. The settlement process may not be included in the check-in process, but may be included in the check-out process. In the settlement process, the control unit 11 may discount the accommodation fee for the changed room.

Next, in step S59, the control unit 21 performs a room key issuing process to issue a room key (mobile key or card key). The control unit 21 may also issue a discount coupon to the user whose reservation is subject to overbooking. Thereafter, the control unit 11 ends the check-in process. When the check-in process ends, the control unit 11 of the management device 10 registers various information in the check-in information.

In contrast, if the change to the reservation target is a change to the accommodation facility (S57: No), in step S571, the control unit 21 grants a benefit. For example, the control unit 21 issues the user a free coupon or discount coupon for the accommodation fee at the changed accommodation facility H2 based on the benefit information obtained from the control unit 11 of the management device 10. The control unit 21 may display an electronic coupon on the check-in terminal 20, or may issue a paper coupon from the check-in terminal 20.

Next, in step S572, the control unit 21 displays guidance information for the changed accommodation facility H2. For example, the control unit 21 displays facility information for accommodation facility H2, the route from the current location (accommodation facility H1) to accommodation facility H2, the required time, etc., based on the guidance information for accommodation facility H2 acquired from the control unit 11 of the management device 10. Thereafter, the control unit 11 ends the check-in process.

As described above, the accommodation reservation management system 100 according to the first embodiment of the present invention accepts reservations for multiple room types included in an accommodation facility. The accommodation reservation management system 100 also determines whether an overbooking has occurred in which the total number of accepted reservations is greater than the number of available reservations for at least any of the room types. When an overbooking occurs for a first type of room (e.g., a single room), the accommodation reservation management system 100 extracts, based on the attributes of the single room reservation holders, those who will change their reservation to a second type of room (e.g., a twin room), and changes the room of the extracted person from the first type of room (e.g., a single room) to the second type of room (e.g., a twin room). This makes it possible to reduce the burden of the work of resolving overbookings.

For example, when overbooking occurs, the accommodation reservation management system 100 extracts the change target person based on the attributes of the reservation user that indicate at least one of the following: a new reservation user who is reserving the accommodation H1 for the first time, a repeat customer who has reserved the accommodation H1 in the past, a multiple room reservation user who is reserving multiple rooms at once by one reservation user, and a group reservation user who is part of a group reserving multiple rooms. The accommodation reservation management system 100 also preferentially extracts the new reservation user who is less affected by the reservation change as the change target person. Furthermore, the accommodation reservation management system 100 extracts the new reservation users as the change target person in order of the latest scheduled arrival time. Generally, a reservation user with a later scheduled arrival time is more likely to cancel than a reservation user with an earlier scheduled arrival time. For this reason, by executing the reservation change process for the reservation user with a later scheduled arrival time as the change target person, the impact of the reservation user canceling can be minimized.

For example, when overbooking occurs, if executing reservation change processing for a new reservation customer with the lowest priority does not resolve the overbooking, the accommodation reservation management system 100 executes reservation change processing for a repeat customer with the next lowest priority. In this way, by executing the reservation change processing in order of priority, the impact of reservation changes can be minimized.

[Embodiment 2]
An explanation will be given of an accommodation reservation management system 100 according to an embodiment 2. Note that in the embodiment 2, the same components as those in the accommodation reservation management system 100 according to the embodiment 1 are denoted by the same reference numerals, and the explanation will be omitted.

In the first embodiment, accommodation facility H1 includes rooms of multiple room types (single room, double room, twin room, suite room, etc.). For example, if a single room is overbooked, it is changed to a vacant room of a higher grade than the single room. Also, if there are no vacant rooms of a higher grade, the reserved facility is changed from accommodation facility H1 to accommodation facility H2.

Generally, some accommodation facilities only have one room type (e.g., a single room). In this case, if an overbooking occurs in a single room at the accommodation facility, the accommodation facility cannot change the room type to another type to resolve the overbooking.

In the accommodation reservation management system 100 according to the second embodiment, when overbooking occurs for multiple first reservation targets (e.g., single rooms) included in a first use target (e.g., accommodation facility H1), a change target person who will make a reservation change is extracted based on the attributes of the reservation targets among the reservation targets of the first reservation targets, and the reservation destination of the extracted change target person is changed from the first reservation target to a second reservation target (e.g., a single room, twin room, or suite room) of a second use target (e.g., accommodation facility H2) different from the first use target. Here, all rooms included in accommodation facility H1 are of the same room type (e.g., single rooms). Note that the second reservation target is a reservation target equal to or larger than the first reservation target.

Specifically, the search processing unit 115 searches for other accommodations when overbooking occurs at the accommodation H1. The search processing unit 115 may also search for other accommodations based on information about the accommodation H1. For example, the search processing unit 115 searches for other accommodations based on the address, grade, scale (number of rooms, size), facilities (bath, toilet, amenities, etc.) of the accommodation H1. The search processing unit 115 may also search for other accommodations based on the reservation information D1 of the person to be changed for the accommodation H1. For example, the search processing unit 115 searches for other accommodations based on the accommodation price, expected arrival time, room size, accommodation plan (meals included, etc.) included in the reservation information D1. Note that such a search method of the search processing unit 115 can also be applied to the above-mentioned embodiment 1.

The accommodation reservation management system 100 according to the second embodiment executes the reservation management process and the check-in process. In the second embodiment, the control unit 11 of the management device 10 executes steps S11 to S18 (see FIG. 13 and FIG. 14) of the reservation management process according to the first embodiment. Then, if overbooking occurs at accommodation facility H1 (S18: Yes), the control unit 11 executes the facility change process shown in FIG. 17. That is, in the second embodiment, if overbooking occurs at accommodation facility H1 (S18: Yes), the process proceeds to step S41 (see FIG. 17).

In step S41, the control unit 11 acquires reservation information D1 for the first group (group type "1" shown in FIG. 4).

Next, in step S42, the control unit 11 rearranges the reservation information D1 of the first group in a predetermined order and registers it in the storage unit 12. For example, the control unit 11 registers in the storage unit 12 first group information D3 (see FIG. 5) in which new reservation users are extracted from the reservation information D1 and rearranged in order of latest expected arrival time. Note that, since there is only one room type (e.g., single room) in the second embodiment, the first group information D3 does not need to include information on the room type.

Next, in step S43, the control unit 11 extracts new reservation users in a predetermined order as the change target users, and changes the reserved accommodation facility H1 to another accommodation facility. For example, the control unit 11 extracts the new reservation user (user X) who is ranked first in terms of the latest expected arrival time from the first group information D3 as the change target user, and searches for an accommodation facility (here, accommodation facility H2) that has a vacant room of the same or higher type as the room reserved by user X. The control unit 11 then changes accommodation facility H1 to accommodation facility H2, and reserves a room at accommodation facility H2 (a room of a grade of single room or higher).

In another embodiment, for example, the control unit 11 may extract the new reservation person with the cheapest accommodation fee from the first group information D3 as the change target, and search for accommodation facilities (here, accommodation facilities H2) that have available rooms of the same or higher room type as the room reserved by the new reservation person. This makes it possible to widen the search range of accommodation facilities. In other words, the control unit 11 may extract the change target people in order of lowest accommodation fee.

If the overbooking is resolved by executing the facility change process for the users of the first group information D3 (S44: Yes), the control unit 11 ends the reservation management. On the other hand, if the overbooking is not resolved even after executing the facility change process for the users of the first group information D3 (S44: No), the process proceeds to step S45.

In step S45, the control unit 11 acquires reservation information D1 for the second group (group type "2" shown in FIG. 4).

Next, in step S46, the control unit 11 rearranges the reservation information D1 of the second group in a predetermined order and registers it in the storage unit 12. For example, the control unit 11 registers in the storage unit 12 second group information D4 (see FIG. 6) in which repeaters are extracted from the reservation information D1 and arranged in order of latest expected arrival time. As with the first group information D3, the second group information D4 does not need to include room type information.

Next, in step S47, the control unit 11 extracts repeaters in a predetermined order as the change target, and changes accommodation facility H1 to another accommodation facility. For example, the control unit 11 extracts the new reservation target (user S) who is ranked first in terms of the latest expected arrival time from the second group information D4, as the change target, and searches for an accommodation facility (here, accommodation facility H2) that has a vacant room of the same or higher type as the room reserved by user S. The control unit 11 then changes accommodation facility H1 to accommodation facility H2, and reserves a room at accommodation facility H2 (a room of a grade of single room or higher).

If the overbooking is resolved by executing the facility change process for the users in the second group information D4 (S48: Yes), the control unit 11 ends the reservation management. On the other hand, if the overbooking is not resolved even after executing the facility change process for the users in the second group information D4 (S48: No), the process proceeds to step S49.

In step S49, the control unit 11 notifies the staff of information indicating that it is difficult to resolve the overbooking. In this case, the staff may, for example, contact the person who made the reservation and request a change to the dates of stay.

The accommodation facility reservation management system 100 according to the second embodiment executes the same process as the check-in process according to the first embodiment. Note that in the check-in process according to the second embodiment, steps S57 to S59 (see FIG. 16) are omitted, and if the user agrees to change from accommodation facility H1 to accommodation facility H2 in step S56 (S56: Yes), the process proceeds to step S571.

When overbooking occurs at accommodation facility H1, the accommodation reservation management system 100 according to the second embodiment extracts a person who is to make a change to the reservation based on the attributes of the person who made the reservation, and changes the reservation destination (accommodation facility H1) of the extracted person who is to make the change to another accommodation facility. This makes it possible to reduce the burden of the work of resolving overbooking, similar to the accommodation reservation management system 100 according to the first embodiment.

The accommodation reservation management system 100 according to the second embodiment can also be applied to accommodation facilities that have multiple room types (e.g., single room, twin room, suite, etc.). In this case, when an overbooking occurs for a single room, the accommodation reservation management system 100 does not upgrade the room to a twin room, but changes the reservation to another accommodation facility. For example, when an overbooking occurs for a single room at accommodation facility H1, the accommodation reservation management system 100 does not upgrade the room to a twin room at accommodation facility H1, but changes the reservation to a single room at accommodation facility H2, which is in the same group as accommodation facility H1.

In each embodiment of the present invention, each processing unit included in the control unit 11 of the management device 10 may be included in the control unit 21 of the check-in terminal 20. Also, each processing unit included in the control unit 21 of the check-in terminal 20 may be included in the control unit 11 of the management device 10.

The reservation management system of the present invention may be configured with the management device 10 and the check-in terminal 20, or may be configured with either the management device 10 or the check-in terminal 20 alone.

10: Management device 20: Check-in terminal 30: User terminal 100: Accommodation facility reservation management system 111: Reservation processing unit 112: Determination processing unit 113: Extraction processing unit 114: Change processing unit 115: Search processing unit 116: Benefit processing unit 211: Reception processing unit 212: Display processing unit 213: Check-in processing unit 311: Reception processing unit 312: Display processing unit D1: Reservation information D2: Group type information D3: First group information D4: Second group information

Claims (12)

a reservation processing unit that accepts reservations for a plurality of first rooms included in the first accommodation facility ;
a determination processing unit that determines whether an excess reservation has occurred for the first room , the total number of reservations accepted by the reservation processing unit being greater than the number of reservations that can be made;
an extraction processing unit that extracts, when the overbooking occurs for the first room , a person to be changed who is to make a reservation change, based on an expected arrival time of each of the people who have made reservations for the first room at the first accommodation facility , among the people who have made reservations for the first room;
a change processing unit that changes the reservation destination of the person to be changed extracted by the extraction processing unit from the first room to a second room of a second accommodation facility different from the first accommodation facility;
A reservation management system comprising: the extraction processing unit extracts, as the change target, the reservation person who has the latest expected arrival time among the multiple reservation people of the first room;
The reservation management system according to claim 1 . the extraction processing unit extracts, as the change target, a reservation person who has the latest expected arrival time among a plurality of reservation people who have the same attribute and who reserve the first room;
The reservation management system according to claim 2 . The expected arrival time is included in the reservation information of the first accommodation facility,
The extraction processing unit extracts the person to be changed by referring to the reservation information.
The reservation management system according to any one of claims 1 to 3. a search processing unit that searches for the second accommodation facility when the overbooking occurs in the first room ;
The change processing unit changes the reservation destination of the person to be changed extracted by the extraction processing unit to the second room of the second accommodation facility searched for by the search processing unit.
The reservation management system according to any one of claims 1 to 4. The search processing unit searches for the second accommodation facility based on the information of the first accommodation facility .
The reservation management system according to claim 5 . The search processing unit searches for the second accommodation facility based on reservation information of the person to be changed for the first room .
The reservation management system according to claim 5 . Further comprising a reward processing unit that grants a reward to the change target person.
The reservation management system according to any one of claims 1 to 7. All rooms in the first accommodation facility are of the same room type.
The reservation management system according to any one of claims 1 to 8. a reception processing unit that receives a check-in operation for the first accommodation facility from the reservation person at an operation terminal disposed at the first accommodation facility;
a display processing unit that displays, when the reception processing unit receives the check-in operation from the person to be changed, specific information indicating that the reservation destination has been changed from the first room to the second room on the operation terminal; and
The reservation management system according to any one of claims 1 to 9, further comprising: One or more processors
a reservation step of accepting reservations for a plurality of first rooms included in the first accommodation facility ;
a determination step of determining whether or not an excess reservation has occurred for the first room , the total number of accepted reservations being greater than the number of reservations that can be made;
an extraction step of extracting, when the overbooking occurs for the first room , people to be changed who make a reservation change based on an expected arrival time of each of the people who made reservations for the first room at the first accommodation facility , from among the people who made reservations for the first room;
a change step of changing the reservation destination of the extracted change target person from the first room to a second room of a second accommodation facility different from the first accommodation facility ;
A reservation management method that performs the following: a reservation step of accepting reservations for a plurality of first rooms included in the first accommodation facility ;
a determination step of determining whether or not an excess reservation has occurred for the first room , the total number of accepted reservations being greater than the number of reservations that can be made;
an extraction step of extracting, when the overbooking occurs for the first room , people to be changed who make a reservation change based on an expected arrival time of each of the people who made reservations for the first room at the first accommodation facility , from among the people who made reservations for the first room;
A change step of changing the reservation destination of the extracted change target person from the first room to a second room of a second accommodation facility different from the first accommodation facility ;
A reservation management program for executing the above on one or more processors.