Innovation

💻 AI systems in Quick Service Restaurants (QSRs) minimize human error, accelerating order processing, hence enhancing customer experience. AI assists in trend analysis, identifying peak times, popular items, and guiding inventory management, also aiding in staff scheduling. U.S. restaurants annually waste 22-33 billion tons of food, but AI can mitigate this by updating inventories, making sustainable recommendations, and promoting underperforming menu items. AI adoption is increasing among QSRs, promising improved experiences for customers and staff while boosting cost efficiency.

🏨 According to a Deloitte survey, 45% of hoteliers report fragmented technology in their tech stack hinders delivering exceptional guest experiences. Hotels must shift to an interconnected ecosystem, with a modern Property Management System (PMS) at the core, to enhance the guest journey. This approach allows for integrated booking, shifts focus to guest-centric metrics like Revenue Per Available Guest (RevPAG), and supports dynamic packaging, leading to increased satisfaction and revenue. Transitioning from manual to automated systems, overcoming the challenge of replacing established processes, and adopting a transformational mindset are essential for hotels to capitalize on technology, encouraging additional guest spending and loyalty.

🛌 Aimbridge Hospitality partners with UKG to offer AI-powered flexible scheduling to its 45,000 hourly U.S. employees, improving work-life balance and earning the 2023 UKG Innovation Award. Using the UKG Pro mobile app, 30% of Aimbridge's workforce can trade shifts across 1,100 U.S. properties. Nearly half (47%) of global employees find flexible/self-scheduling highly desirable in 2024. Aimbridge also leverages UKG Talk for streamlined communications and plans to utilize AI-assistant UKG Bryte™ for guiding employees on PTO policies.

🏦 Simon Champion to step down as CEO of Boxpark after a 7-year tenure, having been part of the team since before April 2022. Boxpark, known for using shipping containers for pop-up street food, has locations in London and Liverpool. COO Ben Mclaughlin to take over interim operations. Boxpark Camden to open in late September with 60 traders, two bars, and a rooftop terrace, subject to planning permission. Shoreditch outpost to close due to lease expiration, despite a campaign to save it.

🏨 Aimbridge Hospitality implements AI-powered UKG Pro suite for its 45,000 hourly U.S. employees to offer flexible, gig-like shift picking. Aimbridge, managing brands like Hilton and Marriott, competes for talent by gigifying its workforce, improving employee flexibility and satisfaction. The company received the 2023 UKG Innovation Award for its scheduling approach. 12,000 employees, or 30% of the hourly workforce, have traded shifts across 1,100 U.S. properties. The UKG suite also includes UKG Talk, a communications platform, and UKG Bryte™, an AI assistant.

🏕 Resort revenue management is complex due to diverse offerings and variable demand. G3 RMS assists in optimizing revenue by providing advanced demand forecasting, dynamic pricing strategies, and evaluating group business opportunities. For example, it can suggest optimized controls and automate pricing adjustments after cancellations. The technology also aids in guest data analysis for personalized pricing and experience strategies. Felix Llibre, Director of Sales at Loews Coral Gables, endorses the tool for early buy-in and alignment between departments.

🏨 Hoteliers often can't perceive their hotel from a guest's viewpoint, making it hard to meet guests' expectations. This disconnect is analyzed through the "gap model" and can occur due to misunderstandings about expectations, inability to provide desired service, human error, or misleading marketing. GuestRevu's guest feedback surveys and online reputation management tools help bridge these gaps. Feedback helps hoteliers understand guest expectations, identify service shortcomings, and refine marketing messages to ensure guest experiences align with what is advertised.

📢 STAAH's Global Distribution System (GDS) integration process offers a seamless onboarding experience for hoteliers to boost market reach and bookings. The process entails an initial consultation, contract signing, account setup, data mapping, configuration, connectivity testing, training, support, and going live. Continuous optimization and at least one annual audit are part of the STAAH GDS commitment. The GDS team provides ongoing assistance via a dedicated support email.

💻 Nobu Hotels enhances its luxury service by upgrading to AI-powered wired, wireless, and SD-WAN infrastructure based on Zero Trust principles, utilizing HPE Aruba Networking solutions. The network improves connectivity for mobile, IoT, and AI applications, including an AI Concierge accessible via voice assistant or mobile app. The connectivity vision focuses on a secure, personalized guest experience using AI and IoT for services like smart rooms and operational efficiencies. IoT technologies employed include door automation, security cameras, and climate control, while operational systems feature POS devices and housekeeping automation tools like HotSOS. Nobu's upgraded network also enables streamlined management and worldwide one-click workflow automation, meeting the demands of a luxury hospitality brand in a competitive, post-pandemic market.

🍴 In December, Tock, a reservation platform created for Chicago's three-star Michelin Alinea, celebrates its 10th anniversary. Alinea reduced no-shows from 25% to under 2% with Tock. Founded in 2014, Tock expanded beyond fine dining, a market with only about 500 top-accredited restaurants in the U.S., to the hotel industry. American Express plans to acquire Tock for $400M from Squarespace pending a deal closure by year-end, subject to the Department of Justice review.