Automatic

Blog Post Excerpt 💳 The hospitality industry faces significant cyber threats, as seen in the 2023 MGM Resorts hack in Las Vegas, costing MGM $100 million. In total, 31% of hospitality firms have been hacked, with average losses of $3.4 million. Major hotel brands like Marriott, Hyatt, and Hilton are frequent targets. Cybersecurity strategies include moving to cloud systems, utilizing AI, and improving staff training to combat social engineering attacks, especially during mergers and acquisitions.

📦 Five years ago, hotel feedback focused on post-stay surveys. Now, it integrates real-time channels like social media, improving guest satisfaction throughout the stay. Advanced AI tools analyze unstructured feedback, providing actionable insights. Integrated systems link feedback to operational tools, enhancing guest experiences and measurable outcomes. Brands like Hilton and KFC use these strategies to improve service. Cross-department collaboration is essential to leverage feedback, driving cultural change and accountability in hospitality.

🚀 GoTo Foods partners with DoorDash and Wing for drone delivery, live in Frisco, Fort Worth, and Plano, Texas. Drone deliveries take as few as 20 minutes. The service targets tens of thousands of households, enhancing accessibility and convenience. Gen Z, driving $360 billion in global spending, is a key demographic. Active locations include Stonebriar Centre, Hulen Mall, and brick-and-mortar locations. The partnership stems from DoorDash Labs, aiming to modernize delivery experiences.

💻 Michael Chorey joins Presto to lead the development of Presto IQ, an AI-native dynamic data platform for the quick-service restaurant industry. He will enhance Presto's drive-thru Voice AI and personalize offerings in real-time. Chorey, formerly with Wendy’s FreshAi, is recognized for his expertise in AI and personalization. Krishna Gupta, Presto's co-founder, highlights Chorey’s valuable industry experience, contributing to the leadership team’s 100+ years of restaurant expertise.

💻 Hotel technology evolution has progressed through five major phases, from on-premise systems to today's AI-first environments. Cloud-based systems increased flexibility and lowered costs, while open APIs allowed modular tech stacks. Low-code/no-code tools democratized tech-building, but AI agents now dominate, automating tasks and reducing call center volumes by 50%. Hotel leaders must ensure open API access, embrace experimentation, and evaluate systems for AI readiness to stay competitive. Flexibility and scalability are key in the new tech landscape.

🤖 OpenTable's Concierge, launched in July, uses generative AI to answer 80% of diner inquiries, covering over 60,000 venues worldwide. As AI-driven search usage rises, it captures 5.6% of U.S. desktop search traffic. The agentic AI market is forecasted to grow at a 45% CAGR, reaching $47 billion by 2030. Nearly 60% of adults use AI for searches, impacting traditional SEO. Venues must ensure structured data, guest feedback, and menu details for prominence in AI systems.

💻 Michael Chorey, founder of Wendy’s FreshAi, joined Presto to develop Presto IQ, an AI-native dynamic data platform for the quick-service restaurant (QSR) industry. This innovation focuses on real-time personalization for customers, crew, and operators. Chorey's expertise enhances Presto's leadership with over 100 years of collective restaurant experience. His role includes growing Presto's drive-thru Voice AI platform, promising a shift in the industry with a responsive, trustworthy approach.

💻 MSP interviews reveal challenges in technological and operational strategies. MetTel and Safety NetAccess, focusing on government and hospitality respectively, highlight vendor flexibility and AI adoption as key issues. Managed service provider (MSP) MetTel has grown double digits for 17-18 years, utilizing AI since 2016. Both emphasize interoperability challenges with multiple vendors like Ruckus, Aruba, and Shasta, and the potential of Wi-Fi and cellular network convergence. AI and cybersecurity are crucial for future MSP advancements, yet financial risks persist.

💻 In 2025, 65% of hotel guests will prefer smart room features, reshaping hotel experiences with technology. Key innovations include smart displays like SOLUM’s Newton digital labels, digital menus, and Hilton’s Digital Key. Major brands like Marriott are investing heavily in customer-facing tech. Smart signage in dining areas enhances dining clarity, while retail-inspired Electronic Shelf Labels help manage hotel shop inventories. These digital advancements promise more efficient, personalized services, aligning with guests' connected lifestyles.