News Briefs

It’s 3 p.m. on a Monday at Homewood Suites by Hilton Largo Washington DC, arguably one of the busiest times for this hotel’s lobby. A guest, having checked in on Sunday, would like to inquire about dinner reservations. They approach the front desk. Although the hotel is at capacity, there is no line. The guest is welcomed personally by a smiling Hilton team member, who has time to ask their preferences, their dining style and more before making a recommendation.

While a seemingly simple interaction, this valuable in-person connection is enabled by a new cloud-based hotel Property Engagement Platform (“PEP"), co-developed by Hilton and HotelKey, now powering more than 1,000 properties within the Hilton portfolio. The platform’s ability to speed computer-based transactions at the front desk and throughout the hotel is helping reduce guest waits and increase the amount of time hotel team members can dedicate to providing personalized service.

Homewood Suites by Hilton Largo Washington DC is one of the first hotels in Hilton’s portfolio to implement PEP and is a testbed for the project rollout, which is expected to reach more than 7,000 hotels worldwide over the next three years.

“Since implementing the PEP solution in early 2022, we rarely have a line at our front desk, allowing us to spend more time connecting with our guests,” said Andron Gordon, general manager, Homewood Suites by Hilton Largo Washington DC. “Our regular, extended stay guests are even noticing the dramatic changes in efficiency. We are huge fans of PEP.”

Gordon credits the platform for significantly reducing the amount of time for team member training, reducing day-to-day technology and billing errors and enabling more time to build relationships and genuine connections with their guests.

According to a recent Hilton report, “The 2023 Traveler: Emerging Trends that are Innovating the Travel Experience,” more than half (56%) of consumers planning travel in 2023 said they want an easier, or “frictionless” travel experience this year. PEP, which was co-created with Hilton for exclusive use at Hilton properties, enables the global hospitality company to incorporate a suite of integrated software solutions to streamline operations, address guest and team member needs, and identify cost efficiencies within one standard platform that can be scaled worldwide. The collaboration is expected to improve the guest experience across Hilton’s 19 world-class brands and reduce team member upfront property management system training efforts from 40 hours to 4 hours, by providing access to HotelKey’s industry leading TrainKey solution.

Hilton’s implementation of PEP is one of many innovations the company is delivering to marry the power of technology with the light and warmth of hospitality, helping team members deliver the most reliable and friendly stays.

“As a business of people serving people, we’re always looking for ways to deploy solutions that meet the evolving needs of our team members and our guests,” said Michael Leidinger, senior vice president and chief information officer, Hilton. “In addition to benefiting from our new property engagement platform, to achieve a more frictionless travel experience, guests can also engage in our other industry-leading digital innovations, such as enhanced booking options, Digital Key and Digital Key Share through the Hilton Honors app and personalized in-room technology.”

Fareed Ahmad, co-founder & chief executive officer, HotelKey said, “Our partnership with Hilton is a testament to our hospitality platform technology and capabilities that allow a single property platform to serve many distinct brands across the globe. This engagement also highlights our partnership approach to integrate our technology as a part of the broader workflows of a large hotel enterprise.” Aditya Thyagarajan, co-founder & president, HotelKey, said, “We are enthusiastic about the new ground being blazed by our collaboration and look forward to a long partnership with Hilton to complete the deployment of our Hospitality Management Platform across their global portfolio.”

As part of a national effort to raise awareness and offer expert insights, Denny's is kicking off a series of summits focused on how companies and individuals can better manage and improve their mental health and wellness.

The first summit is taking place on April 22 at the HPAC Theater in Spartanburg, S.C. The summit will be free to the public and attendees can participate in-person or virtually.

"Denny's has always been committed to feeding people's bodies, minds, and souls, and this summit series perfectly aligns with our holistic approach to wellness," said Kelli Valade, CEO of Denny's. "The COVID-19 pandemic has placed the topics of mental health and personal well-being front and center. Now is the time to think about how we can bring our whole selves to all facets of our lives, including the workplace."

The summit keynote speaker is Dr. Daniel E. Dawes, Senior Vice President for Global Health and Executive Director of the Institute of Global Health Equity at Meharry Medical College. Dawes will discuss the importance of addressing mental health equity and the path forward to achieving a healthier society. Other nationally recognized panelists include:  

• Dr. Shaneeta Johnson, a surgeon, clinician, educator, and researcher at Morehouse School of Medicine and Senior Fellow in Global Health Equity at the Satcher Health Leadership Institute
• Dr. Monique May, a board-certified and licensed family physician best known as the "Physician in the Kitchen"
• Dr. Bennie L. Harris, Chancellor of the University of South Carolina Upstate
• Sharon Lykins, Denny's Vice President of Product Innovation

"Mental health and wellness significantly impact the quality of life of individuals, families, and communities across the Upstate region and beyond," said USC Upstate Chancellor, Bennie L. Harris, Ph.D. "We are thrilled to join forces with a global leader like Denny's to address one of the most critical public health issues of our time."

Journalist Roland S. Martin will moderate two panels, "Mindful Eating," which will address the connection between food and wellness, and "Wellness at the Workplace," which focuses on mental health at work.

A second mental health summit will be offered on October 10 in Nashville, Tennessee.

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.

Knowland, a provider of data-as-a-service insights on meetings and events for hospitality, announced a Sales Leader Training Guide designed to provide sales leaders with tips for helping property-level sellers get the best results from the Knowland platform and in turn, drive new business. Potential customers gain an in-depth look at the nuances of the platform. Download the guide here.

Achieving sustained profitability requires sales strategies that start from the top down. Owners and asset managers are looking to protect their investments through targeted data analytics. To help them do so, the Guide includes key questions needed to gain insight into industry trends and property-level sales performance.

• Best practices for property-level sellers and above-property managers – Short booking windows challenge leaders looking to simultaneously book in the year, for the year, and build a healthy base into future years. The Guide details top activities that lead to success for on-property sales leaders and enterprise best practices to help asset managers better manage their portfolios.
• Fast, simple directions to better strategize and delegate – Fast, simple directions and next steps help sales teams leverage insights and realize results. Top-level steps ensure sales teams leverage all aspects of the platform, such as Market Snapshot to investigate market trends or Smart Search to research potential accounts.
• Create a holistic approach to a successful sales program – Key features enable sales teams to drive results. At the same time, leaders and above-property management gain key insights into performance metrics and areas of opportunity. Feature sets help sales leaders keep tabs on competitors (Comp Set Calendar), delegate target accounts (Account Sets) and hold teams accountable (Usage Reports). Market Analytics aggregates the data to provide a holistic view of a portfolio’s performance.

Patricia Shea, SVP sales and customer success, Knowland, said: “Owners and asset managers ask us all the time, ‘What best practices should I be aware of at property level and what above property metrics should I keep an eye on?’ We set out to answer these questions in a fast, simple way. The Sales Leader Training Guide not only provides best practices when using the Knowland platform but also frames sales team discussions between owners and on-property sales teams.”

HotelIQ is proud to announce the official launch of Decision Cloud, a sophisticated analytics and business intelligence solution with a unique Decision Intelligence architecture. HotelIQ’s Decision Cloud, powered by its Decision Intelligence architecture, enables hoteliers to make better, faster business decisions, even across siloed operational departments and, as a result, increase revenue – all from $1 USD per room, per month, with unlimited users. By offering unlimited users at no extra cost, sales, marketing and revenue managers now have access to consistent, high-quality property data, via easy-to-use dashboards and comprehensive reports, making it possible for the teams to work together to identify new revenue opportunities – without leaving Decision Cloud’s digital workspace.

HotelIQ’s Decision Intelligence helps hoteliers to understand and use data to make better, more informed decisions and then collaborate interdepartmentally to execute actions, based upon the intelligence gathered, more quickly and accurately, than you could with a traditional BI solution. Decision Intelligence results from a combination of four key pillars within Decision Cloud’s architecture: data management, analytics (traditional BI functionality), planning (predictive modeling to develop more accurate forecasts) and collaboration (enabling seamless collaboration within the solution). 

Decision Cloud gives hotels access to a wealth of data about their property, including performance metrics (i.e., occupancy, ADR, RevPAR, TRevPAR, etc.), pickup and pace, market segments, booking channels, geographic feeder markets and more, in an easy-to-use, app-based dashboard. Decision Cloud makes it possible for hoteliers to better understand their property’s key performance metrics, manage forecasting and budgeting more effectively and identify opportunities to increase bookings and revenue, while eliminating time-consuming manual data analysis. Decision Cloud also offers in-depth reporting functionality, with customizable reports in multiple formats, which can provide insights to a rate code level of granularity.

“By learning to read and respond to the data behind a property’s performance, heads of sales and revenue management can create more accurate forecasts, set achievable goals and optimize the processes that slow down effective decision-making,” said Apo Demirtas, CEO of Intelligent Hospitality, HotelIQ’s parent company. “As such, Decision Cloud is an operational imperative for hoteliers who are looking for an affordable, effective way to get a 360-degree view of their business, while empowering all operational departments to make better, data-based decisions that will boost bookings and revenue.”

Data democratization is a guiding philosophy for HotelIQ and Decision Cloud was designed with usability and clarity as guiding principles. In addition to making the solution easy to use, HotelIQ ensured that cost was not a potential barrier to entry; by offering Decision Cloud from only $1 USD per room, per month, with unlimited users, HotelIQ is providing all hotels with access to the property data that they need to improve their forecasting ability, identify low-performance areas and pinpoint key sales levers to drive revenue decisions.

“With the current uncertainty and dynamism in the travel market, hoteliers are looking for ways to be more competitive and earn as many bookings as possible,” said Sameer Umar, Chief Operating Officer of Intelligent Hospitality. “When you have a detailed understanding of how your property is positioned, you are better able to identify potential opportunities to outsell the competition and boost revenue; that’s where Decision Cloud comes in, as it was designed to facilitate the discovery of your property’s most important data, making maximizing revenue opportunities simple.”

Vibes, a mobile engagement platform, announced the final results of its comprehensive 2023 Consumer Trends survey. Vibes surveyed a broad range of over 1,000 mobile-centric consumers with the intention of understanding what the relationship with their smartphones looks like today, how they interact with brands on their phones, and how often.

Among the core findings were that younger consumers say they now prefer SMS (32%) over email (26%) as their primary channel of communication from brands, and that 28% of consumers under age 40 actually cited a frequency of too few messages as a reason to stop receiving communication from a brand. More than 40% of smartphone users say the information they're willing to give a brand in exchange for better personalization includes their zip code, their name, their mobile phone number and zero-party survey data.

The survey also found that Mobile Wallet, i.e. a wallet on the smartphone that allows consumers to pay for items online or at the register, is taking off in popularity, particularly among younger consumers aged 25-54. 54% of this group say they're either already using or are interested in using Mobile Wallet to store items such as digital offers and loyalty cards – a terrific opportunity for brands looking to bridge the engagement gap between high-reach, low-engagement channels like email and low-reach, high-engagement channels like a brand’s own mobile app. 

More than 70% of smartphone users even said they are likely to save and redeem personalized mobile wallet offers or coupons that are enhanced with their name, and that are tailored to their personal shopping preferences.

“Consumers are telling us that they’ll gladly interact with brands on their smartphones, as long as offers are personal, timely and relevant, and if they allow them to take the next step to using a mobile wallet”, said Jay Hinman, Vibes’ VP of Marketing. “Nearly 70% of consumers already receive text messages and push notifications from brands on their phones, and younger consumers in particular are saying that they love it, with many saying they want even more.” 

 

Vibes has made the full report available for download here.