Innovation

💾 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.

🏨 On October 28, 2024, in Cary, NC, Inn-Flow announced a new live integration with Cloudbeds' Property Management System, aiming to streamline hotel operations and financial management. This API-driven integration ensures real-time synchronization of operational and financial data, including room statistics, revenue, and payments. Inn-Flow, founded in 2009, provides comprehensive back-office management for hoteliers, while Cloudbeds, established in 2012, serves properties in over 150 countries and was recognized in Deloitte’s Technology Fast 500 in 2023. The collaboration promises automated data flow, deposit matching, transaction segmentation, and enhanced reporting for improved decision-making in hospitality management.

📠 Physician offices and small businesses across various industries still utilize faxes and manual data entry, despite advances in clinical medicine. Tennr, a portfolio company of a16z, trained LLMs on 3 million medical records to automate patient data extraction from faxes, emails, call transcripts, and file systems. This AI workflow significantly reduces administrative overhead by 90% and positions Tennr as a core system of record for its customers. Similar AI applications are emerging in law, freight, and loan underwriting, aiming to replace legacy systems and streamline business processes.

🏡 Chokhi Dhani Group, founded in 1990, with properties in India and abroad, faced direct booking issues before implementing STAAH's booking engine. Post-integration, the group witnessed a 30% increase in direct bookings, a 20% rise in occupancy rate, and a 25% lift in revenue. STAAH's solution provided real-time updates, easy booking processes, and advanced analytics, leading to more efficient operations and smarter pricing decisions. The group saved time and enhanced customer experience as a result.

📱 Josiah, with decades of experience in the hotel technology ecosystem, shares insights on technology in hospitality. Covering technology evaluation, purchase, implementation, and long-term partnerships, he emphasizes the impact of technology on guest experience and operational efficiency. Listeners learn how to start their tech journey, identify pain points, and use tools like Hotel Tech Report for informed decision-making. For feedback, contact Josiah at hospitalitydaily.com or LinkedIn. This rich episode offers a comprehensive guide to harnessing technology for hospitality success.

🏦 André Mallet, the Assistant Front Office Manager at The Jefferson in Washington, D.C., was featured on Oct. 27, 2024, discussing his career and insights into hospitality. André's path included work in South Africa, studies in Switzerland, and various roles at luxury hotels. Key mentions were Hotel Management's "Top 30 Under 30 Hospitality Professionals" (2024), École Hôtelière de Lausanne, and the impact of mentorship. Practical advice on adaptability and the use of technology like Opera and ALICE software were highlighted. The episode was supported by Hireology.

🎁 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.

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