News Briefs

A recent study conducted by Otter, a Restaurant Operating System, has revealed figures on the financial impact of takeaway order cancellations for UK restaurants. The study found that the last hour of operation is a critical time for cancellations, with restaurants experiencing a 1.74x higher cancellation rate than those operating beyond this hour. On average, 20% of orders and 31% of cancellations occur within the last hour before closing time. In response to this challenge, Otter advocates for a review of restaurant operating hours and calls on businesses to establish buffer times to mitigate the clash between last-minute orders and closing schedules.

Based on a comprehensive analysis of 30 million orders processed in the UK from January 2023 to December 2023, Otter has identified key patterns and trends that reveal strategies to reduce cancellations and protect revenue. The research shows that cancellations predominantly happen during peak ordering periods. The evening rush from 6 to 9 pm witnesses the highest proportion of cancellations, accounting for 27% of the day’s cancellations among 36% of orders. Off hours between 10 pm to 10 am account for 28% of cancellations, but only 13% of orders.

The impact of order cancellations is felt across the country, with UK restaurants facing a loss ranging between 0.66% and 1.33% of their weekly takeaway sales due to cancellations. For a restaurant generating a weekly revenue of £10,000, this translates to a loss ranging from £66 to £133 per week, or between £3,564 and £7,182 per year.

Why order cancellations matter

Cancellations arise when customers place online orders via delivery apps such as Uber Eats, Deliveroo, or Just Eat, which are subsequently cancelled by either the customer or the restaurant. Common reasons for customer cancellations include delayed deliveries, while internal issues, closed kitchens, or out-of-stock items are the primary reasons for restaurant cancellations.

The impact of order cancellations extends beyond immediate financial losses. As delivery apps increasingly prioritise high-performing restaurants, most platforms will automatically pause stores who experience two cancellations or non-acceptances in a row, resulting in increased downtime and decreased order volume.

For restaurants looking to thrive in a highly competitive market, addressing the root causes of cancellations is imperative. By leveraging the insights from Otter's study and implementing proactive strategies to minimise cancellations, UK restaurants can ensure profitability and deliver exceptional customer experiences amid changing consumer preferences and market dynamics.

The recognized hospitality group, ESS Group, renowned for their distinguished destinations and resorts across 15 destinations and Atomize Revenue Management System are thrilled to announce a ground-breaking partnership.

Atomize RMS, with its global footprint and celebrated for its data-driven real-time dynamic pricing capabilities, will empower and ensure that ESS Group's properties remain competitive and priced accurately. This partnership enables ESS Group to leverage Atomize's sophisticated and unique real-time pricing technology, enhancing its revenue management practices and capabilities. In addition, it allows ESS Group to adapt more quickly to market demand and enhance overall operational effectiveness.

As part of this partnership, ESS Group and Atomize RMS also launch a technology innovation program with the main ambition to redefine revenue management relevant specifically for destination resorts. The initiative will capitalize on Atomize RMS's heritage and expertise within data science, combined with ESS Group’s unique and deep proficiency in creating world-class guest experiences.

This collaboration between ESS Group and Atomize RMS highlights a shared vision of pushing boundaries within the hospitality sector.

"We are excited to embark on this journey with a high-tech and forward-leaning company like Atomize, a company that aligns with our passion for innovation and excellence," said Anna-Carin Rasmusson, CCO of ESS Group.

Alexander Edström, CEO of Atomize RMS, added: 

"Our collaboration with ESS Group marks a significant milestone for us and underscores our dedication to propelling the hospitality industry forward through this unique and innovative partnership. I feel confident this partnership will bring transformative results for both ESS Group as well as for the wider hospitality sector."

Radisson Hotel Group has unveiled its pioneering Radisson Meetings Unbound value proposition and AI-powered Radisson Meetings Dream Machine, as the Group continues to revolutionize the world of meetings and events. Radisson Meetings Unbound allows meeting and event planners to unleash their creativity and tap into the world of AI-technology to generate new ideas beyond conventional meetings and events boundaries, share event inspiration, and bring their imagination to life through future-thinking creations of dream event spaces.

Delivering memorable events is at the heart of Radisson Hotel Group’s Radisson Meetings Unbound value proposition, that celebrates the power of creativity in events by empowering event professionals to envision the future of memorable meetings and events. Radisson Meetings Unbound unlocks the doors to new meeting possibilities and transforms the Group’s venues into dynamic playgrounds where creative minds can develop new ideas and share event inspiration. 

To celebrate this new value proposition, Radisson Hotel Group has brought together its visionary digital innovation with its meetings and events expertise to launch the Radisson Meetings Dream Machine. Using a customized generative AI tool, the Radisson Meetings Dream Machine enables event professionals to go beyond the conventional boundaries, from conceptualization to visualization. Event professionals can use the platform to create visually stunning representations of their of dream event spaces. In addition, event inspiration will be shared through thought leadership such as how to personalize event experiences with AI and real case studies of successful innovative event formats. 

To bring the Radisson Meetings Dream Machine to life, the Group is organizing a series of experiential creative workshops and “infinity rooms” in key destinations across Europe and Africa. Radisson Hotel Group’s “infinity room” is an immersive experience designed to help event planners step out of their comfort zone to redefine and expand their approach to meetings and events. Entering an almost pitch-black meeting room, participants are led through a series of deep-focus visualization exercises to help them think about the current challenges they face when organizing meetings and how to navigate these different event constraints, by placing a particular emphasis on sensory experiences such as lighting and sound. As organizers progress through the different stages of the event planning process, the room gradually lightens, slowly revealing infinity patterns, designed to facilitate co-creation and collaborative innovation. 

The first “infinity room” was recently launched at Park Inn by Radisson Amsterdam City West. The Radisson Meetings Dream Machine events roadshow will continue with creative and immersive events in Düsseldorf, Copenhagen, Manchester, and Johannesburg. The concept will be brought to life in the coming months at select Radisson Hotel Group properties in collaboration with the Group’s network of strong local partners.

“In a crowded conference landscape, impressing event organizers and delegates is difficult. Delegates expect to be fully immersed and engaged in return for taking the time and effort to attend an event. Inspiration and creativity are needed now more than ever before. At Radisson Meetings, we remain committed to helping our partners unlock the doors to new meeting possibilities. Radisson Meetings Unbound and Radisson Meetings Dream Machine embody our company ethos to ensure that Every Moment Matters by leveraging the latest in digital innovation. Using pioneering AI technology, our event venues will be transformed into playgrounds where ideas soar, connections deepen, and creativity blossoms. Every day, everywhere, every time, we work hard to think outside the box, and bring event visions to life, and are proud to unveil this exciting new offering and creative platform,” says Daniela Dumitrescu, Global Marketing Strategy Director, Radisson Hotel Group.

Radisson Meetings Unbound is the latest pioneering offering from Radisson Hotel Group’s world-leading Radisson Meetings team which offers the most dynamic, flexible, and functional solutions in the modern meetings and events marketplace. In 2019, Radisson Hotel Group was the first hotel group to make all meetings and events held across any of the Group’s properties globally carbon neutral, offsetting over 87 thousand tons of carbon to date for its clients. Radisson Meetings Unbound is aligned with the Group’s heightened focus on digital innovation which has established it as a leading digital innovation visionary. The Group was one of the first in the hospitality industry to release successful customer-first, innovative digital experiences based on immersive content and digital replicas that revolutionize the way meeting planners can explore meeting rooms and the different set-ups, book directly, or send a request for a proposal for that specific space alongside immersive virtual tours that provide floor plans, dollhouse views, and an exact digital replicas of the hotel. The benefit of this technology also extends to the in-house event teams, as they can show different meeting room set-ups in real-time through any smartphones or VR goggles.

For more than 30 years, Longhorn Hotel & Casino has delivered affordable, welcoming experiences for Las Vegas residents and out-of-town patrons alike, branding its unique value as “Your Vintage Vegas Destination.”

With the American Gaming Association (AGA) reporting strong revenue growth in the U.S. gaming sector, Longhorn Hotel and Casino executives sought to replace the property’s outdated software technology with modern, state-of-the-art solutions that would help them capture a greater revenue share while also operating as a cost-effective “right fit” for their comparatively small property.

The property features a 150-room hotel, a casino and the Chuckwagon Restaurant, a popular destination serving guests 24 hours every day and known for its extensive menu combining crowd-pleasers such as Biscuits and Gravy and Country Fried Steak with higher-end fare such as Prime Rib and New York Strip Steak with Lobster, all at wallet-friendly prices.

Longhorn’s Director of Special Projects and Corporate Security Mark Rodney observed, “It can be challenging for a smaller casino like ours to find an affordable hospitality-focused solutions provider that also gives us the bells and whistles needed to succeed with our guests. But with Agilysys, we went from suboptimal, outdated and unsupported systems to integrated, intuitive, technologically advanced hotel and casino solutions that align with our needs today and can support our goals over the long term as they evolve.”

“We now have a total hospitality solution that empowers staff members to work seamlessly and easily on their own, along with elevated reporting capabilities for our auditors and administrative people alike,” Rodney said.

Agilysys, Inc. (Nasdaq: AGYS) is a leading global provider of state-of-the-art hospitality software solutions and services known for helping organizations such as Longhorn Hotel & Casino leverage automation and deeper guest insights to improve Return on Experience (ROE), a key hospitality metric capturing the financial and loyalty benefits of better serving both guests and staff. Agilysys systems help properties interact with guests in ways that reduce operating expenses while also inspiring higher on-property spend, more frequent return visits and stronger reviews.

To achieve these goals, Longhorn Hotel & Casino invested in the following cloud- native Agilysys solutions:

An award-winning point-of-sale (POS) system that brings leading-edge security along with ease-of-use and transaction efficiency to sales transactions across the property. An intuitive interface minimizes staff training time and a broad feature array supports a wide variety of customer preferences for point-of-sale transactions.

• An intuitive, cloud-based property management solution (PMS) that improves performance across hotel and casino operations to grow occupancy and patronage, engage guests, increase revenue, eliminate costs and streamline processes for staff. The system conveniently interfaces with a property’s existing cloud or on-premise systems and delivers faster financial returns with lower technology overhead. Users can improve flexibility and productivity with mobility features and tap built-in intelligence to drive upsell revenue before and during a guest’s stay.
• A guest-facing, web-based commission-free room and activity booking experience that encourages upselling unlimited amenities such as room upgrades, dining reservations and activity appointments as part of an integrated itinerary that makes it easier for guests to see and manage trip schedules.

“Modern, integrated state-of-the-art technology that unites operations and intelligence across hotel, casino and restaurant experiences can set a property apart, even in the highly competitive gaming and hospitality industry,” Agilysys Vice President of Sales Darren Student noted. “Along with high performance and deep, broad feature sets, we also build into Agilysys solutions the flexibility to elegantly scale both up – for large hotels and resorts – and down for smaller, more intimate properties such as Longhorn Hotel and Casino, so that gaming and hospitality organizations of all sizes can benefit from the innovation investments we make,” Student added.