Tony Loeb

💾 Dine Brands tripled tech spending since 2019; rolled out new POS to over 1,500 IHOP locations, launched website and app with loyalty program. CIO Justin Skelton detailed IHOP's use of Google Cloud Recommendations AI to improve online ordering nationwide. Born from the pandemic's shift, where 40% of revenue came from off-premises sales, the AI engine aimed for quick implementation and immediate ROI. It took Dine's IT team about 9 months to deploy, involving data cleansing and integrating details from 11 million loyalty members.

🏨 The 2024 Customer Engagement Technology Study forecasts AI's significant impact on travel and hospitality, enhancing guest services and personalizing experiences. Hotel Communication Network (HCN) introduces AI-powered Navigator 2.0 tablets, with voice command services in multiple languages. At The Hospitality Show in San Antonio, the AI Concierge named AiMe, using natural language processing, is showcased at Booth #1755. 57% of guests prefer voice-controlled room environments; 48% would use it to request services, 47% favor a chatbot for inquiries. Hotel operators aim for technology that boosts guest loyalty (80%), employee productivity (76%), and safety (68%). HCN's DineIN program can increase revenue by 20-30%, with a net gain of over $10 per room per month, and Guest Choice can reduce labor costs by 5% ($15-$30 per room). Digitalization also saves on printing costs and generates additional advertising revenue.

🎁 Hallmark's new Gift Card Greetings merge a physical greeting card with a digital gift card, featuring over 100 brands like Starbucks, Darden Restaurants, and DoorDash. Lauren Benson, Hallmark's Senior Director, touts convenience and customization; Jaime Yeager, VP at InComm Payments, emphasizes a personalized experience. Available for $4.99 at Hallmark.com, Hallmark Gold Crown Stores, and select retailers, the cards offer a range of designs for various occasions, simplifying the gifting process with a secure, personable touch.

🍣 Kura Sushi USA Inc, celebrating its 15th anniversary, implements a QR-scan plate system across nearly 70 locations in 19 states and Washington, D.C. for real-time consumption analytics. Since 2009, the chain has introduced several technologies, including a dual-layer conveyor system, Mr. Fresh food safety dome, Bikkura Pon prize system, and partnerships with major licensors. Innovations in recent years include drink delivery robots (2022), an AI-powered waitlist system (2023), Kura Sushi Rewards app (2023), and DoorDash delivery partnership (2024). A “Fly to Japan” sweepstakes runs Oct. 23-30, rewarding diners spending $65 with a chance to win a trip to Japan.

📱 PPDS, the global Philips Professional Displays provider, will exhibit at The Hospitality Show from Oct 28-30, with Philips MediaSuite TVs and Hospitality TV 4000 Series, featuring Google Cast™, Netflix, and no additional costs for equipment or subscriptions. The Hospitality Show, at Henry B. Gonzalez Convention Center, San Antonio, TX, expects 400 exhibitors and 5,000 visitors. Philips Tableaux Advance Color ePaper displays will debut, showcasing energy-saving digital signage solutions for the hospitality industry. Philips MediaSuite offers voice control, app access, and remote management. Philips Tableaux displays are portable, energy-efficient, and can be managed remotely.