News Briefs

GoNexus Group, an experiences and mobility travel group, and Blue Diamond Resorts, a Caribbean resort chain, celebrate the successful result of the PH App (Planet Hollywood App) powered by NexusLab for Planet Hollywood Hotel in Cancun, contributing to the digitalization of the guest experience, increasing customer satisfaction and sales. Now four out of ten NPI (non-package income)[1] sales are booked through the PH App, and as a result of this success, Blue Diamond Resorts will expand the app's presence across the rest of its properties.

The PH App, launched for Planet Hollywood Cancun on September 25, 2023, and concluded on April 20, 2024, yielded significant outcomes including the digitalization of restaurant reservations, resulting in the elimination of queues and wait times of up to 35 minutes. The app has also increased the visibility of NPI. Moreover, surveys conducted through the app facilitated early complaint resolution, leading to a reduction in post-travel complaints and an increase in the Net Promoter Score^[2].

Planet Hollywood Hotel in Cancun, boasting 1018 rooms, witnessed a remarkable adoption of the PH App by its guests. By April 30, 2024, over 70,000 unique users, representing an adoption rate of over 84%, were using the app to make one in three reservations.

Designed mobile platforms, including iOS and Android, the PH App aims to provide guests with comprehensive information and options within the hotel, simplifying booking processes and saving time. The app uses Stay App technology, which was recognized as the Best Hotel Guest App in 2023 by the Hotel Tech Awards. Language options include English and Spanish.

The app offers several benefits for hoteliers, including but not limited to online pre-check-in and room pre-selection to restaurant reservations, spa treatments booking, and exclusive beach dinners. It also allows for amenity requests, tour consultations, and resort exploration through interactive maps, among many others.

The President of GoNexus Group, Ruben Gutiérrez, expressed, "We are thrilled to partner with Blue Diamond Resorts in revolutionizing the hospitality industry with the Planet Hollywood App powered by NexusLab. Developed using Stay App technology and in collaboration with NexusLab, the innovation hub of GoNexus Group, this app represents a fusion of cutting-edge technology and unparalleled guest experiences, driving significant value for both guests and resorts alike. This milestone marks the beginning of a transformative journey in redefining the all-inclusive experience across Blue Diamond Resorts' diverse portfolio as a result of our NexusLab”.

Additionally, Jurgen Stutz, Senior Vice President - Sales, Marketing & Distribution for Blue Diamond Resorts, remarked, "Catering to our guests' desires for seamless convenience and immersive experiences has always been ingrained in Blue Diamond Resorts' DNA. This ambitious project at Planet Hollywood Cancun is only the beginning for us to transform the all-inclusive experience into a personalized journey. As we extend this innovative technology across our diverse portfolio, we're not just embracing the future; we're redefining the standard for hospitality excellence, one tap at a time."

[1] Income a guest generates from add-on amenities, services and products such as spa services, dining upgrades, golf, or access to private beaches that are not included in the accommodation package.

2 The Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a product or service on a scale of 0 to 10.

PopID and Steak n Shake announced today that all Steak n Shake locations in the United States now accept PopID Check In (to review favorite orders and loyalty points) and PopPay for checkout. With more than 300 locations, Steak n Shake is the first national restaurant brand in the United States to adopt biometric check-in and checkout nationwide. PopID’s biometric check-in feature makes kiosk ordering faster, easier, and more personalized.

The implementation of PopID in every Steak n Shake location was accomplished rapidly and at low cost through a partnership between PopID and ACRELEC, a leading supplier of kiosk-ordering hardware and drive-through products. Cameras were shipped to every restaurant for attachment to the existing ACRELEC kiosks. “As explained in our recent publication, ACRELEC believes that our integrated biometric solution provides various benefits to restaurant operators related to throughput, ticket size, and loyalty engagement,” says Bruno Lo-Re, President of ACRELEC America.

“We are thrilled about our partnership with PopID and to be on the edge of biometric technology for the benefit of our customers. Our guests now have the option to use biometrics for a faster and more seamless experience,” says Sardar Biglari, Chairman of Biglari Holdings, the parent company of Steak n Shake.

Now that biometrics are enabled for all ordering and payment inside Steak n Shake restaurants, PopID and Steak n Shake will begin implementing biometric check-in and checkout at the restaurant’s drive-through units. “Similar to the kiosks, biometric check in can increase loyalty participation and revenue at the drive thru while also reducing payment processing costs,” says John Miller, CEO of PopID and Chairman of Cali Group. “Additionally, biometric payment at the order confirmation screen enables staff members to work on tasks other than taking payments by card and phone at the order pick-up window.”

Costa Coffee, in partnership with Delaware North, will launch its  autonomous coffee technology, Costa Coffee Creations, at the Austin-Bergstrom International Airport in August.

Located at Gates 11 and 16, Costa Coffee Creations is a fully robotic system that delivers barista-quality espresso drinks without the need for any human assistance for up to seven days. The equipment, capable of serving both hot and cold beverages, utilizes 100% freshly ground whole beans, milk and alternative milk options. 

• 63% of restaurants are looking to add automation and/or robotics this year, according to HT's 2024 Restaurant Technology Study

Delaware North, an early adopter of Costa Coffee Creations, recognizes the transformative potential of autonomous coffee solutions. Costa's current coffee robot in the Austin Airport and a precursor to Costa Coffee Creations, has demonstrated remarkable success, achieving double the revenue per square foot compared to other offerings in the airport, which saw 22 million passengers fly in and out in 2023 alone. 

Coffee Drinks 24/7

With a compact footprint of 24 square feet and round-the-clock availability, Costa Coffee Creations offers unparalleled convenience for travelers seeking coffee during non-traditional hours. Now, travelers will be able to get fresh, expertly crafted coffee drinks during those midnight hours or any other time they desire premium espresso beverages. 

“Amid persistent labor shortages and growing consumer demand for convenience and personalization, Costa Coffee Creations emerges as the perfect solution,” said Nick Rex, Senior Director at Costa Coffee. “With the ability to concoct an infinite array of coffee options in minutes and facilitating seamless mobile ordering, all without the need for human intervention, the machine embodies a win-win scenario for operators and guests alike.” 

"The tech-forward city of Austin is the perfect first location for Costa Coffee Creations,” said Terry Mahlum, a director of operations for Delaware North’s travel division. "Our partnership with Costa emphasizes our commitment to continuous innovation and delivering superior guest experiences."  

By partnering with Delaware North at the Austin airport, Costa Coffee Creations continues to lead the coffee market evolution through innovation, disrupting traditional coffee retail experiences and setting new standards for excellence in the industry. 

Harri, a Frontline Employee Experience platform serving over 55,000 restaurant and hotel locations and four million hospitality employees globally, today announced the availability of its latest product release featuring significant new features and updates across the Harri suite, keenly focused on powering exceptional frontline teams.

Hospitality organizations - including restaurants, resorts, and hotels - continue to struggle with talent and operational issues that diminish their ability to thrive in a highly regulated and competitive environment. These challenges shrink already razor-thin profit margins. 

Market conditions and compliance requirements are creating challenges for hospitality organizations. Our team is laser focused on the differentiating and valuable role people-first technology can play in helping teams rise above the chaos and succeed,” noted Harri CEO and Founder, Luke Fryer. “I am thrilled to see the Harri team deliver our boldest product release yet, loaded with 70 new features and updates and anchored in our vision to power hospitality profitability with innovation that drives business performance through team performance.”

With product updates issued seasonally, Harri’s Summer 2024 Release includes updates across Harri’s Talent Acquisition, Workforce Management, Core HR and Engagement solutions with highlights including:

• HALO Dashboards: At the intersection of business intelligence and ease of navigation lies our new HALO experience, starting with a stunning home base for leaders to understand critical metrics in real-time and accelerate the path from data to insight to action.
• Harri Engage: First announced in November 2023, this powerful communication & insight tool continues to deepen in capability with added flexibility for touchpoint delivery and sentiment reporting to help boost retention rapidly.
• Advanced Talent Pool: An exciting addition to Harri Talent Acquisition, this new way to tap into Talent Pools with automation intelligently groups candidates together then facilitates running recruiting campaigns for faster hiring.
• Multi-Unit Manager (MUM) Dashboard: A curated view for busy managers juggling multiple units, this landing page puts critical sales and labor information together in one simple visual spot, then makes it easy to launch quickly into action.

With this release, Harri continues to  deliver suite-wide innovation that  helps hospitality teams - from frontline workers to managers and owners - be their most productive with industry-centric technology that enables efficiency, engagement and the best employee experience possible.

Givex Corp. ("Givex"), a cloud-based global customer engagement and business insights platform, is excited to announce the launch of GivexEngageAI, an artificial intelligence (AI) platform that enhances customer relationships through data-driven profiles and highly targeted engagement campaigns.

GivexEngageAI builds detailed, 360-degree customer profiles based on guests’ interactions with a business, such as loyalty accounts, average purchase amounts, transactional information, and more. The future of business interactions is personalized, and companies are looking for the next generation of tailored customer engagement. With EngageAI, business leaders will have streamlined access to data on every customer interaction within a company’s technology ecosystem, helping to support data-driven decision-making.

“The launch of GivexEngageAI marks a new chapter for Givex, providing unparalleled insights into vital customer data and a flexible solution that enables brands to scale as they grow," said Mo Chaar, Chief Commercial Officer of Givex. “We’re seeing a shift away from cookie-cutter marketing programs, and GivexEngageAI enables businesses to send relevant communications to each customer based on their profile and purchase history. Through a streamlined platform that eliminates the need to consolidate data from multiple sources, this solution will allow businesses to cultivate deeper customer relationships effortlessly, and increase customer conversion and retention."

Leveraging data from GivexPOS and its related products, such as online ordering, GivexEngageAI harnesses the power of AI to help businesses enhance engagement and drive revenue. With 360° Customer Profiles, companies can gain a complete understanding of the customer and turn previously anonymous visitors into repeat, valued guests. These detailed profiles lay the groundwork for intelligent, automated campaigns that manifest across multiple channels — from push notifications to texts — sending AI-driven recommendations based on purchase history and similar customer profiles. EngageAI also enables automated engagement, maximizing marketing potential and enabling businesses to predict, recommend, and effectively engage with customers. 

By channelling insightful data through each transaction, GivexEngageAI will enable businesses to immediately launch orchestrated omnichannel customer journeys through multiple built-in channels. To get started, businesses simply select the channels they need at any step of their journey, and add more as their needs expand.

Givex combines a real-time customer data platform (CDP), AI decisioning, omnichannel activation, gamification and customer intelligence, all in one unified solution. ​​With twelve global offices and a footprint of more than 132,000 active merchant locations, Givex sets the standard for how technology companies serve, communicate, and respond to customers. 

NCR Voyix, a global provider of digital commerce solutions, introduced Aloha Pay-At-Table, powered by sunday, to enhance the overall dining experience.

Atlanta-based sunday is redefining the dining experience for guests by empowering them to use their smartphones to scan a tabletop QR code to view their itemized bill, split the costs and leave a tip while paying in less than 10 seconds. This software launched in 2021 with 23 locations across Europe during COVID-19 by experimenting with customers using QR codes to enhance safety protocols. The initial test increased the number of restaurant guests and order size.

Currently, the platform helps more than 2,000 restaurants worldwide, impacting 50 million guests annually. Given its seamless integration with Aloha POS by NCR Voyix, Aloha Pay-At-Table decreases time spent waiting and paying for the check while increasing efficiencies for guests, staff and restaurant owners.

“In an industry known for its razor-thin margins, our Aloha Pay-At-Table by NCR Voyix technology enables restaurants to operate more efficiently. By serving guests faster, encouraging higher spending and turning tables swiftly, it’s a game-changer for business-minded operators,” said Benny Tadele, executive vice president and president of Restaurants at NCR Voyix.

Additional benefits:

• Higher gratuities: Servers receive 10% higher tips thanks to automatic, precalculated tip suggestions.
• Efficiency: Eliminating back-and-forth trips by the server for payments saves an average of 15 minutes per table.
• Improved guest experience: Guests are prompted to review food, service, ambiance, and value for money on Google after paying.

“We are providing a better overall experience for everyone involved whether it’s a restaurant guest, server or restaurant operator,” said Christine de Wendel, sunday co-founder and U.S. CEO. “Guests can pay and leave at their convenience, waitstaff have more time to spend for personalized service, and managers or owners gain valuable data insights, such as which servers perform best and what experiences are stellar or need improving.”

Learn more about Aloha-Pay-At-Table by NCR Voyix.