Patron service system and method
Patent No. US11195224 (titled "Patron service system and method") on Dec 12, 2018. The application was issued on Dec 7, 2021.
What is this patent about?
’224 is related to the field of wireless communication systems for hospitality and public venues. Specifically, it addresses the logistical challenges of providing high-touch service in expansive or fluid environments like resorts, stadiums, and beaches, where patrons are mobile and traditional fixed-point service models lead to delays and missed revenue opportunities.
The underlying idea behind ’224 is the integration of real-time location tracking with a mobile ordering interface to bridge the gap between a patron’s request and a staff member’s delivery. By utilizing a venue-specific application that continuously updates a device's coordinates, the system eliminates the need for patrons to remain at a fixed table or kiosk, allowing staff to pinpoint a customer’s current position even if they have moved since placing an order.
The claims of ’224 focus on a networked system that manages a plurality of mobile devices through a venue-specific application. The independent claims specifically cover the process of providing this application to devices, receiving continuous location signals to determine and update the physical coordinates of each device, and, upon receipt of an order, transmitting the updated location data to a venue computing system for display in a graphical user interface.
In practice, the invention functions by establishing a wireless feedback loop between the patron's handheld unit and a central server. As the patron moves through the venue—such as from a beach chair to a poolside lounge—the device periodically transmits location signals (such as Wi-Fi or GPS data). When an order for food or service is submitted, the server does not just relay the order; it attaches the most recent spatial coordinates so the staff can navigate directly to the patron.
This approach differentiates itself from prior art by moving beyond static Point-of-Sale (POS) terminals and simple handheld order-entry tools used by staff. Unlike traditional systems that require a fixed seat number or manual search by a server, this invention utilizes dynamic coordinate updates to ensure that the delivery process is decoupled from a fixed location, thereby increasing operational efficiency and enhancing the guest experience in large-scale environments.
How does this patent fit in bigger picture?
Technical Landscape
In the early 2000s when ’224 was filed, hospitality and venue service management was typically implemented using stationary point-of-sale terminals and manual, face-to-face interactions between patrons and staff. At a time when systems commonly relied on physical proximity for order placement—such as patrons walking to a central kiosk or waiting for a staff member to circulate through a large area—the coordination of service in expansive outdoor or high-occupancy environments was limited by the range of human sight and verbal communication. Furthermore, when hardware and software constraints made real-time, wide-area tracking of mobile assets non-trivial, locating a specific individual within a dynamic environment like a resort or stadium for the delivery of goods was a significant logistical challenge that relied primarily on staff memory or static seating assignments.
Prosecution Position
The disclosed invention represents a meaningful technical advancement through the integration of mobile wireless computing with real-time location tracking to bridge the gap between patron demand and staff fulfillment. By deploying a dual-unit architecture—comprising portable patron units for interactive service requests and portable staff units for order management—the system enables an architectural shift from reactive, proximity-based service to proactive, location-aware logistics. The technical capability enabled by this system allows for the continuous tracking of a patron's physical location via background signal transmission, ensuring that service delivery can occur even if the patron moves within the venue. This overcomes the technical constraint of coordinating mobile service actors in large-scale environments, achieving a synchronized workflow that reduces service latency and eliminates the need for fixed-point ordering infrastructure.
Claims
The patent contains a total of 29 claims, with claims 1 and 10 being the independent claims. These independent claims focus on a system for tracking mobile devices within a specific venue by providing a venue-specific application, monitoring location signals to determine and update device positions, and transmitting the location of a specific device to a venue computing system upon receiving order information. The dependent claims serve to further define the system by specifying hardware feedback mechanisms like vibrations and LEDs, detailing the mapping of devices to specific regions within the venue, describing user interface interactions, and identifying various venue types such as restaurants and retail locations.
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US11195224
- Application Number
- US16217798A
- Filing Date
- Dec 12, 2018
- Publication Date
- Dec 7, 2021
- External Links
- Slate, USPTO , Google Patents