Food brokering system and method

Abstract

Methods and apparatus for brokering food services are disclosed. The methods and apparatus described herein provide quality controlled room service to guests of hotels that do not otherwise have traditional room service available. A call center operator routes each call to the appropriate restaurant and stays on the phone line to monitor the call. The restaurant delivers the order and collects the appropriate fee. Menus used by the system are generated by a process that maintains a consistent look and feel despite the fact that each area uses a unique menu.

1 . A method of brokering food services, the method comprising the steps of:
 facilitating a first call from a customer to a call center operator associated with a food broker;   selecting a restaurant for fulfilling a food order placed by said customer;   facilitating a second call from the call center operator to an order taker associated with the restaurant;   connecting the customer, the call center operator, and the order taker in at least a threeway call; and   facilitating a recording of information by the call center operator during the at least threeway call, the information being associated with a food order given to the order taker by the customer.   
     
     
         2 . The method in accordance with  claim 1  further comprising the step of facilitating a second call from a customer service agent associated with said broker to said customer regarding said food order. 
     
     
         3 . The method in accordance with  claim 2  wherein said second call is placed using information recorded during said three-way call. 
     
     
         4 . The method in accordance with  claim 2  further comprising the step of recording information obtained from said customer during said second call. 
     
     
         5 . The method in accordance with  claim 1  wherein said step of selecting comprises determining a restaurant having a food services agreement with said broker which is located in a geographic service area which includes a location of said customer. 
     
     
         6 . The method in accordance with  claim 5  further comprising the step of receiving information from said customer regarding the customer's geographic location and utilizing said information to select said restaurant. 
     
     
         7 . The method in accordance with  claim 1  wherein said step of facilitating a recording of information comprises making a digital recording of at least a portion of a verbal exchange between said customer and said order taker. 
     
     
         8 . A method of brokering food services, the method comprising the steps of:
 providing a menu identifying food items and contact information;   facilitating a first communication link from a customer to a broker using said contact information;   determining a restaurant for fulfilling an order placed by said customer from said menu;   facilitating a second communication link from the broker to said restaurant;   transmitting order information from said customer to said restaurant via said first and second communication links through said broker;   storing information by said broker regarding a food order placed by said customer with said restaurant; and   utilizing said stored information to determine the amount of a commission payable by said restaurant to said broker associated with brokering of said food order to said restaurant.   
     
     
         9 . The method in accordance with  claim 8  further comprising the steps of facilitating a third communication link between a customer service agent associated with said broker and said customer and utilizing said stored information regarding said food order to obtain customer service information from said customer. 
     
     
         10 . The method in accordance with  claim 9  wherein said customer service information comprises satisfaction of said customer with food delivered by said restaurant in response to said food order. 
     
     
         11 . The method in accordance with  claim 8  wherein said first and second communication links comprise telephone links over which verbal information is transmitted. 
     
     
         12 . The method in accordance with  claim 8  wherein said information is stored in a database associated with a computing system of said broker. 
     
     
         13 . The method in accordance with  claim 8  further comprising the step of receiving funds into an account belonging to said broker from a financial account belonging to said restaurant for paying said commission. 
     
     
         14 . A method of brokering food services, the method comprising the steps of:
 facilitating a first call from a customer to a call center;   determining a geographical identifier associated with the customer;   determining a restaurant based on the geographical identifier;   facilitating a second call from the call center to an order taker associated with the restaurant; and   recording information by said call center regarding a food order given to the order taker by the customer.   
     
     
         15 . The method in accordance with  claim 14  wherein said second call forwards said first call from said customer to said order taker through said call center. 
     
     
         16 . The method in accordance with  claim 14  wherein said step of recording information comprises recording verbal communications between said customer and said order taker. 
     
     
         17 . The method in accordance with  claim 14  wherein said step of determining a restaurant comprises locating a restaurant within a geographic area associated with said identifier. 
     
     
         18 . The method in accordance with  claim 14  further comprising the step of said order taker taking an order from said customer in response to said second call. 
     
     
         19 . The method in accordance with  claim 18  further comprising said restaurant delivering a food order based upon said order taken by said order taker.