News Briefs

Officials of Aperture Hotels, a leading hospitality management provider specializing in premium lifestyle, compact full-service, and select-service hotels, today announced that Patrick Short has been named chief operating operator. In his new role, Short will provide cross-disciplinary leadership and direct operational execution and commercial strategy for Aperture's expanding portfolio of 27 managed hotels.

“With more than thirty years of hospitality operations experience, Patrick is the perfect fit for Aperture’s growing portfolio to continue improving operations performance metrics across the board," said Charles Oswald, president and CEO, Aperture Hotels. "From Wischermann Partners and TPG Hotels, Resorts & Marinas to Peachtree Group Hospitality Management, Patrick has helped scale operations at some of the most well-respected management companies in the hospitality industry.”

Prior to joining Aperture, Short was president of Peachtree Hospitality Management, where he led the company to rank among the top 15 largest hotel management firms in the U.S., expanding the portfolio from 27 to 100 hotels and more than 10,000 rooms with almost 3,000 team members. Short’s extensive background includes managing a wide range of properties, from small boutique hotels to large convention and resort destinations. His experience spans more than 25 brands, including independent, premium, dual-branded and lifestyle hotels. He has operational expertise across various hospitality sectors, including full-service, select-service and extended-stay hotels across 30+ states. Short received a degree in Hospitality and Tourism Management from The University of Wisconsin-Stout and an MBA in Finance from Argosy University – Twin Cities. He is a Certified Hotel Administrator (CHA) from the American Hotel and Motel Association and holds a Food Safety Certification.

“Aperture has put together a stellar team with a strong reputation for bringing out the best in a hotel and working with owners and team members to create the best possible guest experience,” Short said. “I can't wait to add my experience to this formidable mix as we collectively work to meet the growing demand from owners."

Mark Shambura has joined Panera Bread as Chief Marketing Officer. Shambura will lead all aspects of marketing at Panera, including Brand Building, Digital & Loyalty, Product Strategy & Consumer Insights. An accomplished marketing leader with broad expertise in the restaurant industry, Mr. Shambura has previously held marketing leadership roles during pivotal growth periods for top brands including Chipotle, MOD Pizza, and most recently Papa Johns.

"Mark brings an impressive background building brands and leading marketing teams for fast-casual restaurants, and we’re thrilled to welcome him to Panera Bread,” said José Alberto Dueñas, Chief Executive Officer. “As Panera continues to evolve our brand, guided by listening to our guests, Mark’s depth of experience and ability will help drive our growth as a brand that serves great food you feel good about eating.”

Shambura previously served as CMO at Papa Johns, where he led a revitalization of the brand by enhancing its iconic “Better Ingredients, Better Pizza” platform, and developing a more modern, innovative omnichannel approach to transform how Papa Johns appealed to both new and loyal consumers. As Executive Director at Chipotle, Mr. Shambura guided the marketing function through periods of both sustained growth and transition, providing leadership over brand strategy, advertising, digital, social, events/sponsorships, promotions, and field marketing, including playing a key role in spearheading its “Real Ingredients” brand strategy.

“I’m proud to join the Panera Bread team and excited to build on the momentum of the brand's transformation as it continues to evolve in service of our guests,” Mr. Shambura said. “Panera propelled and cemented its position at the top of the fast casual restaurant segment through its promise of high-quality ingredients and freshly prepared food, and I’m thrilled to join a highly talented team to help shape its next chapter.”

Prior to his tenure in the restaurant industry, Mr. Shambura gained extensive marketing agency experience, working with a broad array of top global consumer brands for over a decade. Shambura will report directly to José Alberto Dueñas, Chief Executive Officer, and officially assumed the role of Chief Marketing Officer on July 29, 2024.

Chris Kung has joined Zaxby's as its new Chief Digital Officer. He will lead the transformation and acceleration of the company's Loyalty and e-Commerce initiatives.  

"Zaxbys rapid expansion requires the investment of world-class leaders and resources," said Bernard Acoca, Zaxbys CEO. "Chris's expertise in e-Commerce and loyalty programs will help drive incremental growth and enhance the Zaxbys experience as digital touchpoints continue to proliferate throughout the customer journey. His arrival will help us build stronger relationships with our guests by deepening our understanding of their needs and rewarding their patronage with personalized experiences." 

Growing Loyalty

Kung brings over 20 years of innovation and strategy experience to Zaxbys and most recently served as Chief Digital Officer at Dollar General, where he led initiatives that transformed the company into a digital innovator. Kung played a central role in creating the myDG loyalty program. Under his leadership, the company's e-Commerce sales grew 40x in three years, app usage surged from 1.8 million to 7 million monthly active users, and the DG App earned the distinction of the #1 couponing app in America.

Prior to Dollar General, Kung held key leadership positions at Macy's Inc., where he drove omnichannel technology and innovation.

Zaxbys is establishing a new Loyalty & e-Commerce Team, which will report to Kung. This new team will spearhead efforts to make Loyalty and e-Commerce significant contributors to its growth. The creation of the Chief Digital Officer role will open capacity and drive focus for Mike Nettles, Chief Technology Officer, and Patrick Schwing, Chief Marketing and Strategy Officer, who both previously oversaw a portion of this role.  

Flybuy unveiled its "Course Correct" solution to prevent pickup mistakes. Flybuy’s Course Correct detects when an order-ahead customer or delivery driver is heading to or arriving at the wrong pickup location and offers a friendly redirection message to guide them to the correct pickup address. The Course Correct notification helps ensure customer satisfaction, minimizes the need for costly remakes or refunds and eliminates staff confusion.

Flybuy’s flagship product, Flybuy Pickup, enhances the pickup experience for some of the world’s largest restaurants, grocers, and retailers using precise AI-powered ETAs to determine the location of incoming customers to deliver a seamless order handoff. However, surprisingly, over 1% of customers arrive at the wrong location to pick up their food orders. For many brands, this can result in millions of dollars wasted annually, in addition to causing frustration for both customers and staff. Given that 89% of consumers are likely to make repeat purchases only after a positive experience, these mishaps not only incur costs for remaking or refunding orders but also risk losing future repeat business.

'Eye-Opening' Number of Mistakes

“It was eye-opening to see how often order-ahead customers were going to the wrong location to pick up their order,” said Five Guys, VP of Digital Strategy, Steve Teller. “When this happens, customers are frustrated, staff is confused, and we usually end up having to remake the order and throw an order away at the correct pickup location. With Course Correct, our customers are getting notified before they are frustrated and before the staff is disrupted, which yields a much better experience for everyone.
 

Course Correct allows restaurants to proactively address the challenge of customers arriving at the wrong pickup location without the need for operational changes, thereby delivering a frictionless and satisfying experience for customers and staff. On average, restaurant brands that have already been using Course Correct have reduced their wrong location errors by over 50%, leading to substantial reductions in refunds and saving hundreds of thousands to millions of dollars, depending on the brand.

"We quickly realized how important it is for businesses to be able to proactively address customer needs before they even notice a mistake, thereby providing exceptional service," said SVP of Product at Flybuy, Alonso Vargas. "We understand the significant impact customer loyalty has on profitability, and Course Correct is an invaluable tool to drive repeat business and boost profits for our partner brands.”

HungerRush released a native integration between Uber Eats and the HungerRush Point of Sale. 

This integration provides restaurant owners with an additional layer of support to manage both in-house and third-party delivery orders.

Now, owners can enjoy the benefits of Uber Eats and the ease of a fully integrated system:

• Uber Eats orders go straight to a restaurant’s POS. No more manual order reentry.
• Restaurant owners can easily update menus, prices, images, and store hours.
• Managers can control order volume with the ability to pause orders when needed.
• Centralized reporting – everything all in one place for better insights.
   

As of 2023, there are more than 2.85 billion online food delivery service users, according to Business of Apps. This means it’s more important than ever that restaurant owners have the technology in place to handle these increasing delivery demands. 

• 85% say integrations with other systems is driving POS purchasing decisions, according to HT's 2024 POS Software Trends Survey 

Coupled with HungerRush’s existing DoorDash integrations and more third-party app integrations to come, HungerRush is helping restaurant owners prepare for this growth. HungerRush POS combines multiple third-party ordering and delivery services with in-house delivery and driver tracking tools. This provides restaurants with a leading delivery management solution that helps ensure every order arrives exactly as expected and on time.

“We expect food delivery to continue to increase in popularity over the next few years. Because of this, HungerRush strives to ensure restaurant owners are equipped with the best technology needed to keep up with the growing demand for delivery,” said Eran Hollander, Chief Product Officer at HungerRush. “This helps ensure owners and operators are reaching customers wherever they are and provide unparalleled customer experience.”

HungerRush continues to focus on technology that makes it easy for restaurant partners to grow their businesses and stay competitive. This latest integration aligns with their mission to help fast-casual and quick-service restaurants prosper by delivering great experiences for their customers and employees.

Twice Daily, the Nashville-based convenience store brand owned by Tri Star Energy, has achieved a 225% increase in sales dollars since it added Paytronix Order and Delivery and a custom mobile app to its pre-existing Paytronix-powered loyalty program. The brand expanded the footprint of its digital engagement platform in support of the launch of its made-to-order food offerings.

The Twice Daily & White Bison Rewards app integrates Paytronix Loyalty with Online Ordering for a streamlined guest experience that makes it easier to receive special offers, track rewards, or order everything from coffee, bakery goods, made-to-order sandwiches and burritos.

Between January 23 to December 22, 2023, Twice Daily experienced:

225% Increase in Sales – The powerful combination of loyalty and online ordering has increased both spend and frequency.

55% Monthly Lift in Orders – A growing online ordering program enables Twice Daily to meet customers where they are, creating additional purchase occasions.

95% increase in Unique Customers – Twice Daily’s order-ahead is acquiring new customers.
 

“Twice Daily’s proprietary food service offering is a focused differentiator. We want people to know that they can get quality food from Twice Daily that’s on the same level as QSR options,” said Jackson Tolk, loyalty and mobile app manager, Tri-Star Energy. “Paytronix Loyalty has helped us deliver targeted offers that meet our guests’ needs. Linking online ordering with loyalty makes the whole buying process seamless and has substantially helped increase sales.”

Related:   When asked what they really want from loyalty programs, 62% of customers want complimentary products or services,  according to HTs 12^th annual 2023 Customer Engagement Technology Study.

“Down the road, people will buy everything on their phones, and if convenience stores haven’t prepared, they’ll wish they had,” said Jeff Hoover, Director of C-Store Strategy & Analytics, Paytronix. “Brands like Twice Daily are discovering that the attachment rate with loyalty for online ordering is extremely high. Most people will opt-in, even if it's just to have their order remembered for the next time or if there's a free product available for ordering online through the loyalty program. But it’s not so much about loyalty. It's just about being connected and knowing as many of your customers and as much about them as you can fairly.”
 
Founded in 2000, Nashville, Tennessee-based Tri Star Energy owns and operates over 200 c-stores and supplies fuel to wholesale trade channels in 17 states. Besides Twice Daily, its c-store banners include Sudden Service, Southern Traders, Little General and Maverick Quick Shop. Tri Star also owns 20 White Bison Coffee shops throughout Tennessee and Alabama, and supplies fuel to retail dealers in Tennessee, Kentucky, Georgia, North Carolina, Florida and Alabama.