News Briefs

At Arirang K, a beloved Korean barbeque hotspot in Johns Creek, Georgia, robots offer diners a uniquely futuristic experience and lighten the load on servers during peak business hours. Since June 2022, four “LG CLOi ServeBot” robotic assistants from LG Business Solutions USA have been assisting wait staff by accompanying them to guests’ tables while carrying multiple dishes at once.

“We’ve been serving gourmet Korean barbecue and sushi for just over three years now, and we are always looking for ways to improve the guest experience and provide better service without increasing costs,” said Miok Kim, general manager of Arirang K. “LG is one of South Korea’s most respected technology companies, so we were excited about the chance to try out their brand-new robot. Its cutting-edge sensors and programming accurately deliver food to customers and assist wait staff by reducing kitchen runs. Everybody liked the first two so much that we upgraded to four LG ServeBots to maximize service levels and guarantee that every customer gets to see the robots in action. The customer experience is also very important to us, and having the ServeBots move around the restaurant is a new and exciting experience for virtually all our customers.”

As expected, guests quickly fell in love with the friendly-looking LG ServeBots that help deliver their delicious food. Social media mentions quickly grew as patrons posted photos and videos, and staff were constantly greeted by wide-eyed guests talking about how cool it was to finally see real functional robots in their daily life.

The LG CLOi ServeBot used at Arirang K (Model LDLIM21) includes three shelves that can each hold up to 22 pounds, and they automatically follow commands to travel to specific tables or back to the kitchen, so kitchen and wait staff can load and unload food from its shelves. This cuts down on the number of times servers have to go into the kitchen, allowing them more time for attending to customers.

According to server Taylor Robinson, the ServeBots at Arirang K boost server efficiency and customer relations, in addition to generating excitement for patrons young and old alike.

“If you’ve ever been in a restaurant with Korean dishes, you know there’s often a lot of plates on the table, so I was definitely excited about using the LG ServeBots just because there’s so many things to carry,” Robinson explained. “The main dishes that come out are mostly hot and can be dangerous, so the LG ServeBots are able to help us by bringing those dishes out, and all we have to do is hand it off at the table. They take a lot off my shoulders, literally off my hands. I’m able to meet the customer at the table and hand the food off without any problems. Not to mention that customers just like seeing the robots in general, especially kids, who get really excited about them.”

Offering up to 11 hours of operation on a single charge, the LG CLOi ServeBot can be programmed for a variety of floor plans, enabling multi-point deliveries ranging from restaurants to office complexes.

"The LG CLOi ServeBot is already delivering major benefits for customers and workers at Arirang K, and it’s perfectly positioned to elevate experiences and efficiency in retail stores and hotels as well," said Jeffrey Weiland, B2B robotics team leader at LG Business Solutions USA.

As the first commercial service robot to receive UL certification for safe operation in consumer environments, the CLOi ServeBot's semi-autonomous operation offers businesses a plethora of immediate benefits, including the added attention and grassroots promotional value gained through customers’ social media sharing, Weiland explained.

According to Aaron Kim of Bravo E Tech, who introduced Arirang K to LG CLOi ServeBots, this successful implementation may well represent the future of food service.

“As a company that promotes new technologies to benefit the hospitality industry and its customers, we are always excited when we can show business owners how a new tool or product can captivate guests, encourage multiple visits and result in positive social media mentions,” Kim said. “While the owners of Arirang K weren’t sure how the robots would perform or fit in with their daily operations, they understood the value of being the first place their customers would experience a robotic wait staff assistant. After just two weeks, the first two LG ServeBots had already proved to be a hit among guests and staff, so they ordered two more. I think that speaks for itself.”

Bravo E Tech’s main business is producing and selling commercial-grade golf simulators, and its relationship with LG’s commercial display business led to conversations about how using the new LG CLOi ServeBot would fit perfectly with their business model, add a new revenue stream and help enlarge their industry reputation for injecting novel entertainment and technology experiences into restaurants.

Following the product’s initial success at Arirang K, the owners expressed great interest in using LG CLOi ServeBots in another upcoming restaurant, while Bravo E Tech plans to promote the technology to other partner businesses and may even recommend the robots for its franchisees and corporate Bravo E Tech locations.

Focus Brands says dual branding is the future of QSR, and the parent company of Auntie Anne’s®, Carvel, Cinnabon, Jamba, McAlister’s Deli, Moe’s Southwest Grill, and Schlotzsky’s, is leading the charge. Today, the Focus Brands portfolio boasts 175-plus open dual branded units with at least 65 more in various stages of development across the country. 

Drive-Thru Convenience

The Focus Brands portfolio brands have signed agreements to open more than 50 dual and tri-brand locations in the coming year, many of which include drive-thrus for added convenience as interest in dual branded franchise opportunities continues to surge.

Flexible Store Formats

Focus Brands is among the brands introducing new store formats, including Krystal, Jack-in-the-Box and Panera Bread, which opened its Panera To Go, solely offering Rapid Pick-Up and Delivery shelves where guests and delivery drivers can easily pick up orders.  

Focus Brands has long pioneered the concept of dual branding, predominately in malls and non-traditional locations with Auntie Anne’s and Cinnabon. Now, the company’s portfolio brands have found new opportunities with streetside dual branded units, which is paving the way for immense franchise growth. 

“Dual branding is the future of our brands, especially on the specialty side of the business,” said Brian Krause, Chief Development Officer at Focus Brands. “There will always be a place in malls, but there is an immense amount of growth opportunity in streetside venues, and, by dual branding, there is more opportunity for enhanced revenue.”

The company invested heavily in consumer research to identify how to create combinations of its iconic brands to resonate with consumers and meet them where they want to be met.

Focus Brands has identified four dual-brand concepts:

• Auntie Anne’s/Cinnabon
• Auntie Anne’s/Cinnabon/Carvel
• Auntie Anne’s/Jamba
• Cinnabon/Carvel – Cinnabon Swirl. 

While key consumer benefits vary by dual-brand combination, one consistent benefit has been convenience. Having these brands together in one location makes them far more accessible than they are individually. This convenience also creates opportunity for franchisees, as co-branding leads to an expansive menu that drives enhanced unit-level volume. 

 

Walk-On’s Sports Bistreaux is making its largest technological investment in brand history.

Walk-On’s is implementing a systemwide aggregator to consolidate third party orders, partnering with Lunchbox to upgrade its online ordering platform and guest loyalty program, and introducing a partnership with Toast to level up its POS management system.

71% say the ability to integrate with other systems is driving their POS purchase decisions, according to HT’s2 2023 POS Software Trends Report.

Walk-On’s new loyalty program and app, designed by Lunchbox, are scheduled to launch in the first half of 2023 with an improved interface and back-end integration that will create a more seamless user experience for guests and operators alike. 

Continuing with marked enhancements to the guest experience, Walk-On’s is also partnering with BOWEN to modernize the brand’s website presence and streamline the online ordering experience. 

In addition to the upgraded Toast POS system, Walk-On’s is installing Toast Kitchen Display System, and rolling out Toast Go 2 mobile handheld POS devices for tableside and curbside use at current and future locations. 

Walk-On’s will implement a phased rollout across all current locations throughout 2023 and begin immediate implementation at all new restaurants in their development pipeline. 

shiftNOW announced the launch of its software solution designed to connect hospitality's finest brands to quality talent.

Founded in 2022, shiftNOW provides a flexible solution to one of the hospitality industry's greatest challenges - talent. The industry is plagued by a labor shortage that is causing a ripple effect on businesses' operating hours, revenue, and overall success. According to the National Restaurant Association, 72% of operators ranked recruitment and retention of their workforce as their top challenge. Fractures in the industry's workforce have only been accelerated by the Covid-19 pandemic and compounded by other macroeconomic factors, like inflation and the "Great Resignation". 

With shiftNOW, hospitality businesses can remove the hassle from hiring by streamlining open shifts and controlling how their business is resourced. The easy-to-use platform enables businesses to post open shifts and select the best candidate from a network of qualified, vetted talent. Every verified candidate undergoes a thorough, one-on-one vetting process led by the shiftNOW recruitment team.

"Hourly workers are increasingly seeking autonomy over when, where, and how they work, making it challenging for businesses to find consistent, quality employees," said shiftNOW founder and CEO, David Wise. "shiftNOW is fulfilling a critical need in the hospitality industry - qualified talent that's available and ready to work. We're making shiftNOW synonymous with quality – we want our clients to have the best workforce and our users to have the best experience."

Exclusive hourly opportunities with competitive pay are now available to qualified individuals through shiftNOW's mobile app. Individuals seeking hourly opportunities can browse the Shifter by shiftNOW app for available shifts in their area and get matched based on their experience.

With a focus on serving restaurants and bars, hospitality groups, event venues, golf courses, and country clubs, shiftNOW is dedicated to bringing high-quality talent to premier establishments.

shiftNOW is currently operating in Charleston and Beaufort, South Carolina with plans to expand throughout the Southeast and beyond.

To learn more about shiftNOW, visit www.shiftnow.com.

Hourly shift workers can download the Shifter by shiftNOW mobile app through the Apple App Store or Google Play Store.

Marriott International and Groups360 announced the launch of Instant Booking for Marriott’s portfolio of hotels in the United States and Canada. Marriott International is the first brand to have a direct integration with Groups360 to offer the “Instant Book” functionality for both guest rooms and meeting space at scale on GroupSync Marketplace, providing planners with a streamlined booking process at the click of a button.

As the meetings and events landscape becomes more dynamic, many planners are currently challenged by the lengthy sourcing and contracting process, especially for smaller events. The need to book meeting space separately from guest rooms only adds complexity. GroupSync’s direct integration with Marriott now offers planners access to real-time best available group rates and inventory at over 1,500 Marriott properties across the United States and Canada, with additional growth expected throughout 2023. Once the instant booking is completed on GroupSync, hotels receive instant notification for faster handling and execution of small meetings.* This new capability significantly reduces planning time and directly addresses the needs of Marriott’s group customers.

In addition, planners now have the benefit of viewing inventory availability before submitting an RFP for more complex events at all Marriott hotels globally. The combination of these new capabilities turns the “sourcing” process into the “shopping” or “buying” process, simplifying the way planners book meetings.

“Through our collaboration with Groups360, we can now deliver real-time instant booking through GroupSync Marketplace at hotels in the U.S. and Canada,” said Drew Pinto, Global Officer, Global Sales, Distribution and Revenue Management, Marriott International. “This offers our group customers what they have told us they are looking for, which is a much more seamless and efficient booking experience. Our industry-leading integration with Groups360 will also allow all Marriott hotels globally to receive and respond to RFPs quickly and efficiently through a two-way response process. This will be a win-win for both planners and hotels.”

“We are thrilled to have Marriott International join GroupSync Marketplace. Event organizers benefit not only from instant booking for rooms and space but from à la carte catering and equipment ordering, too,” said Kemp Gallineau, CEO, Groups360. “Their involvement is a testament to the commitment to reduce friction in group travel planning and help hoteliers, like Marriott, enhance their customer relationships. With the addition of Marriott International, we anticipate that over 20,000 leading hotel properties will be equipped to offer online group booking in the months ahead.”

Marriott is celebrating the GroupSync Marketplace launch by giving away 1 million Marriott Bonvoy® points with the Plan to Win Giveaway. To enter the giveaway, instantly book your small event for the chance to win 30,000 points, or book a larger event using GroupSync's streamlined RFP process at one of Marriott’s extraordinary hotel brands for a chance to win 20,000 points. Visit Marriott-GroupSync Giveaway for complete details and rules.

*A small meeting is defined as 10-25 guest rooms on peak and/or events for up to 50 attendees, starting 4 days out and up to 1 year out with a maximum length of stay of 7 days.

Optii Solutions, the leading cloud-based hotel operations software, announced today an increased investment and focus on advanced technologies and analytics, such as artificial intelligence (AI) and machine learning (ML).

By creating a formal data analytics team, Optii Solutions will ensure that its use of these advanced technologies will continue to play a key role in its product development strategy going forward. After extensive conversations with customers over the last 12 months, it is clear that AI and ML are central to the increases in operational performances at Optii customer hotels. It’s also one of the main drivers of differentiation for the company in a field of static task management systems it competes against.

Dino Pietropaolo, Chief Technology Officer, Optii Solutions, said: “When we look at our competitors, it is clear that hotel operations technology based on digitizing traditional ways of working has reached a point of diminishing returns. We see the rate of performance improvements fall off a cliff just a few months after implementation with these solutions. While AI and ML has been a part of Optii’s approach, we have an exciting runway in how we leverage these technologies. Soon, Optii will be able to make an impressive set of decisions and predictions that can make operations the most advanced part of the hotel. And it will never stop learning.”

Hotel operations have been traditionally labor intensive, and while this will never go away, those in operations positions at hotels will soon have access to tools that will dramatically change the operational decision-making process.

Katherine Grass, Chief Executive Officer, Optii Solutions, said: “The micro and macro challenges facing the hospitality industry are real, and it’s our job as technologists to put our best foot forward and help solve these challenges. In this case, we recognize that the use of advanced technologies is optimial and Optii’s strength. The efficiency and productivity gains Optii customers are seeing today are really just the beginning. With the use of Optii, I foresee hotel operations leaders pushing the boundaries in new ways, and their roles within their respective organizations being elevated. Their level of impact on the business as well as guest experience will reach new heights.“