News Briefs

More people are working and learning from home than ever before, and as such they have become dependent on tablet computers to engage with the world and be entertained. Ready to travel, these #WorkFromAnywhere individuals expect tablets to be part of their journeys. Hotel Communication Network (HCN) has re-engineered its in-room Navigator tablets to give guests more control over how they experience the hotel and engage with staff. The NEW Navigator 2.0 tablet solution – featuring real-time language translation – makes two-way communication effortless and operators can easily update and self-manage content as often as needed throughout the day.

“Navigator 2.0 is a rich, modern approach to guest engagement and revenue enhancement,” said Kevin Bidner, HCN President. “The cloud-based platform is built on the latest technology stack leapfrogging traditional guest-facing tablet solutions. Our Netflix-inspired user interface appeals to the masses, and the look of the content is compelling and draws people in to click around, discover on-premises services and amenities, and spend more money on site. This familiar navigation style makes it very easy for anyone to find the information they need in any language the hotel chooses to provide. Operators can make changes on the back end with just a few clicks and content is automatically updated to the tablets. This new buildout hits the sweet spot in affordability, functionality, and engagement.”

Navigator 2.0 has an elegant look with the tablet set on a Bluetooth pairable speaker base. The unit’s high-quality sound, USB A&C charging points, and stunning HD graphics give guests a user experience they are comfortable with and appreciate. The speaker base also serves as a voice assistant, enabling guests to request services and amenities, report problems, plus control lights, thermostat, and blinds by voice command.

All-In-One Device Cuts Costs, Drives Revenues

Navigator 2.0 is a smart way to replace in-room equipment — phone, TV remote, clock/radio — with the functionality of those devices built into the tablet. This not only improves the guest experience, but it removes clutter and save on CapEx costs. For example, hotels can replace the clunky old clock-radio with HCN's configurable night-mode and alarm clock with great visuals, wake-up alarm, sleep assist sounds like white noise and ocean, or even a bed-time story.

The platform facilitates personalized in-room messaging, dynamic alerts (reaching all guests or targetable by floor, room range, group code or wing exposure), room service ordering from local restaurants delivered direct to guests and managed by HCN (DineIN), request fulfilment, digital tipping, group business/event communication (EventLink), guest-stay survey deployment, housekeeping preference and optimization (Guest Choice), interactive city guides, early/late check out, and customizable alarm clock with guest adjustments (including brightness and minimal visuals, white noise sleep sound, and the ability to schedule wake-up calls and turn on/off night-mode).

“Navigator 2.0 will quickly become a hotel’s newest source of revenue and cost reduction,” Bidner said. “For example, DineIN has proven to increase revenues by 20% to 30% (a net gain above $10 per room per month in incremental revenue from f&b upsell opportunities) while Guest Choice reduces labor costs by 5% (between $15 - $30 per room) with each opt-out of room cleaning. Also, digitalizing the compendium saves printing costs while digital marketing earns thousands of dollars in advertising, spa, golf, tours, extended stays/late check-out fees, rebooking, and group branding and sponsorships. More importantly, the device enables brands to drive membership in their loyalty programs and increase mobile app use.”

Coming Soon . . .

Later this year, hoteliers can push Navigator 2.0 content to guests’ cell phones for property and citywide access. This functionality will enable guests to order a meal, schedule housekeeping services, or find events to take part in while out of their rooms or off premises. This will add convenience to the guest experience and cut down operating expenses. A new phone interface through the tablet will also be introduced later this year that will enable hoteliers to replace all guestroom phones.

QSR Automations earned recognition for excellence in customer service and support.

At MURTEC, QSR Automations’ VP of Hardware Solutions and Support, Kathi Klein, received fHospitality Technology ’s 2023 Top Women in Technology Lifetime Achievement Award. 

During her more than 30 years in the restaurant technology industry – half of those at QSR Automations–Klein has amassed incomparable knowledge in understanding and troubleshooting kitchen display, front-of-house, and the associated hardware and networking platforms needed to run them. 

But what truly sets Klein apart is her natural ability to nurture relationships and foster talent, which has made her an effective leader in QSR Automations’ Support Services Team. During her long tenure at QSR Automations, Klein has built one of the industry’s strongest and most effective support teams. In fact, under Klein’s guidance, the team has received a 99 percent satisfaction rate from customers in 2021, and last year handled more than 16,000 inbound and outbound calls, which earned them a bronze award for Excellence in Customer Service from the 2022 Stevie Awards. 

This was the third bronze Stevie award for the team, as last fall, Klein accepted two additional bronze awards from the Stevie Women in Business Awards on behalf of QSR Automations–one for excellence in customer service, and the other for growth. QSR Automations was selected for these honors from more than 1,500 nominations from around the world.

“Just as our technology is the heart of a restaurant kitchen, our people are truly the heart of this business,” said Angela Leet, CEO of QSR Automations. “My colleagues are passionate about innovation both in and out of the office, and it’s immensely gratifying to see them recognized for these achievements.”

QSR Automations, headquartered in Louisville, Ky., with offices in the United Kingdom, is a global industry leader in kitchen automation and guest management services.

Up and coming QSR  Salad and Go  is expanding in Texas with three new locations opening in February in the Houston markets of Katy, Richmond and League City.

The Katy store located opened February 1, the Richmond location at  is set to open February 17, and the League City store plans to open its doors on February 22. These new locations will mark the start of rapid brand expansion across the Greater Houston area.

These suburbs were strategically selected as ideal markets for Salad and Go as some of the fastest growing communities in the region. Conveniently located in some of Houston's most popular suburbs, the new locations will provide fresh, high-quality meals with quick and easy convenience at an affordable price.

As Salad and Go continues growing its national presence with a strong focus on Arizona, Texas, Oklahoma, and Nevada, the brand's expansive growth has it on a positive trajectory to provide fresh and affordable food to communities in more than 125 locations by the end of 2023. Houston is the next step in the brand's expansion across Texas with plans to open additional stores in the market throughout the new year.

Salad and Go's chef-curated menu provides guests with food for any time of the day by offering a variety of delicious and healthy items including salads, wraps, breakfast burritos and soup as well as beverages including hand-crafted lemonades, teas and cold brew coffees.

Salad and Go ensures each meal contains fresh, quality ingredients while keeping prices low by vertically integrating operations and distribution, and sourcing ingredients directly from high-quality local farmers and suppliers whenever possible. The brand's mission to make fresh, nutritious food convenient and affordable for ALL extends beyond its stores and is demonstrated in the work the brand does to donate 4,000 meals every week to those in need, as well as in partnerships with nonprofits to support and fundraise for various worthy causes.

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. 

 

Denny's Corporation has forged a strategic partnership with Sparkfly and Olo  to launch a next-generation intelligent customer engagement ecosystem. Leveraging Sparkfly's comprehensive Offer & Reward Management Platform and adding Olo's Marketing and Guest Data Platform (GDP) modules, Denny's will create and implement bespoke customer engagement initiatives to incentivize and retain loyal customers.

Real-Time Insights

Leveraging intelligent, data-driven marketing technology, Denny’s will be able to utilize real-time insights to cultivate unique and engaging customer experiences. The new ecosystem will provide a frictionless and digital-first user experience, making it easier than ever for Denny’s customers to earn rewards and receive personalized offers.

"Personalized experiences are key to building and nurturing lasting relationships with our Denny’s guests," said Luis Martinez, Denny’s Senior Director of Brand Intelligence and Customer Relationship Management. "For 70 years, we have forged meaningful connections with our customers that go beyond their restaurant visits. By teaming up with Sparkfly and Olo, we will continue to provide our guests with a rewarding experience that will keep them coming back for years to come."

Sparkfly and Olo’s full-featured customer engagement suite, including Loyalty, Offer Management, POS Middleware, Digital Wallet, CRM + Automations and Guest Data Platform, will enable Denny’s to offer personalized reward programs based on first-party insights and buying behaviors. These insights are critical to maximizing engagement and driving ROI.

"In times of economic uncertainty, it is paramount that businesses prioritize customer loyalty and recognize it as a key growth driver,” said Catherine Tabor, Founder and CEO of Sparkfly and HT's 2020 Top Women in Restaurant Technology Innovator. “By leveraging advanced technology to deliver personalized rewards and engagement programs, companies like Denny's can deepen customer relationships and create more meaningful and lasting connections. A customer-first approach is essential for success in any market condition."

The new ecosystem is now live across all 1,600+ Denny’s locations.

Helbiz Kitchen launched its first ghost kitchen in Austin, Texas. This marks the third Helbiz Kitchen in the United States, following its expansion in Los Angeles and Santa Monica.

The menu offerings in Austin will be consistent with those available in other Helbiz Kitchen locations, including Milan, Los Angeles and Santa Monica.

In Austin, Helbiz Kitchen will leverage its existing customer base from Wheels shared mobility and long-term vehicle rentals, making the city the third market in North America where the company operates shared mobility, vehicle rental, and now food delivery.

The first three brands available in the Austin location will be Burger & Sons, Pokaii, and What the Farm. Customers can order from these brands through the Kitchen United MIX App, on-site kiosks, and third-party apps like UberEats, DoorDash, and GrubHub.

Helbiz Kitchen plans to expand to New York City, Chicago and other key markets in the near future.