Innovation

📝 Venita Yelley, Operations Manager at MCM Elegante Hotel and Suites, reports a 1.5-point increase in online reviews within three months of implementing a guest experience management platform. By utilizing real-time feedback mechanisms with the hotel PMS, hotels have reduced wait times by 40%, leading to higher guest satisfaction. Hotels need to adopt effective guest messaging strategies through their PMS, such as SMS, to meet guests' communication preferences. Maintaining consistent operations and listening to guest feedback are crucial for hotel success and differentiation in the market.

New automation bundle streamlines virtual credit card handling and OTA booking workflows for improved billing accuracy PRAGUE, 15 April 2025. RobosizeME, a leading hospitality automation provider, has announced the launch…

🏨 Cloudbeds, based in San Diego, CA, launched Cloudbeds Labs on April 15, 2025, to pioneer AI-driven hospitality operations. Cloudbeds Labs introduced Signals, a causal AI platform for revenue and marketing that forecasts demand with over 96% accuracy up to 180 days ahead and boosts performance by 15%+. Engage, an AI voice concierge, offers 24/7 multilingual support, facilitating voice-driven bookings and providing real-time information, which increases revenue opportunities and operational efficiency. Cloudbeds Labs aims to rapidly develop AI tools, fostering co-development with hotel partners and offering both standalone and integrated platform solutions.

🥕 Saladplate, part of Informa Markets, serves as the hub for Hospitality, Food and Beverage industry insights, featuring weekly news updates, a monthly newsletter, and a bi-monthly e-magazine. It offers exclusive access to a directory of over 10,000 brands, companies, and products, as well as registration and updates for over 35 international trade events.

🤖 Hospitality experts predict that AI and robotics could automate many jobs by 2030. The US hotel industry sees a 100% annual turnover at front desks, leading to inconsistent service and knowledge gaps. Robots could offer 24/7 consistent service, multilingual communication, real-time dynamic room management, and unbiased interaction. They can enhance guest experiences with personalized greetings, efficient check-in, and concierge capabilities, potentially preferred by the upcoming digitally native generations.

📊 Tillster's 2025 Phygital Index Report indicates diner loyalty to fast food and casual brands is declining. An independent survey of 1,500 U.S. diners revealed 33% changed their favorite restaurant due to better food (46%) and value (40%). Cost-conscious diners (45%) visit less often due to rising prices. Kiosk popularity continues, with 61% wanting more, up from 57% in 2024. Convenience stores are visited by 24% of diners, outpacing QSR (18%) and fast-casual (16%) growth. Comfort with voice AI at drive-thrus is high, at 60%.

💸 Brands in hospitality risk losing business when customer experience fails. Personalization is key to fostering loyalty, with consumer data enhancing satisfaction. Predictive personalization, going beyond manual inputs, anticipates consumer needs. Location data helps personalize offers, while mobility data, with consent, tailors experiences based on travel patterns. A mobile-first approach is essential, as consumers spend 5 hours a day on phones. Hospitality brands can deliver personalized experiences meeting consumers' immediate needs by utilizing this data.

💾 B&G Food Enterprises, Taco Bell's largest franchisee in Louisiana with 150 locations and 3,000 employees, faced a challenge managing thousands of invoices weekly among franchises in Louisiana, Texas, and Mississippi since 1982. The AP department processed 700 invoices per week manually, a time-consuming task with complex tax rates and formats. They adopted Ottimate for invoice automation, which resulted in a 92% reduction in processing time, saving 46 hours monthly. Now, 90% of their old imaging system is obsolete, and invoice processing dropped from 60 seconds to 5 seconds per invoice.