News Briefs

Honeywell announced the launch of INNCOM Direct, an easy-to-install energy management system that uses automation to help improve energy efficiency in mid-market hotel properties. The launch of INNCOM Direct supports Honeywell's alignment of its business around three compelling megatrends, including automation and the energy transition. 

Throughout 2024 there could be more than 30% of U.S. hotel rooms possibly vacant at any time, INNCOM Direct enables a hotel to manage energy-intensive HVAC systems more efficiently during periods when guest rooms are vacant.

"As hotels become more carbon-conscious, they are taking meaningful steps to show they care about their impact on the environment," said Billal Hammoud, president and chief executive officer of Honeywell Building Automation. "Until now, mid-market hotels faced fewer options when it came to better managing their HVAC systems with automation. Now, INNCOM Direct is leveling the playing field with an affordable, cloud-based energy management system."

The INNCOM technology was previously only accessible to high-end hotel operators. Now, this combination of hardware, software and cloud monitoring provides mid-market, also known as limited-service, hotels with quick setup and portfolio analytics that can be accessed from mobile devices or a dashboard and can be used either on a single property or across an entire portfolio.

Since empty rooms and common areas do not need the same level of heating or cooling, INNCOM Direct uses a proprietary detection system to identify empty spaces and autonomously adjust the temperature without impacting consumer comfort. Similarly, unrented guest rooms can be set to a specific setting that can be heated or cooled to a more comfortable temperature once a guest checks in. If a guest leaves a room for an extended time, INNCOM Direct can change the temperature to an eco-friendlier temperature that is then automatically adjusted when the guest returns.

When it broke ground on its fifth hotel in Spring Hill, Tenn., Halifax Hospitality wanted ways to control its HVAC use, which can consume as much as 25% of the power bill, so it signed on to use INNCOM Direct. At 92,000 square feet and 159 rooms, this hotel is double the size of what the company would have developed a decade ago, leading to higher operational costs.

"Hotel rooms are getting bigger and bigger, and we needed something that will deliver energy savings, especially when guests aren't using the room or a common area is empty," said Hitesh Patel, vice president of Halifax Hospitality. "Utility costs are going up just like anything else. We're always looking to find the next big thing to cut costs where we can."

Chris Kung has joined Zaxby's as its new Chief Digital Officer. He will lead the transformation and acceleration of the company's Loyalty and e-Commerce initiatives.  

"Zaxbys rapid expansion requires the investment of world-class leaders and resources," said Bernard Acoca, Zaxbys CEO. "Chris's expertise in e-Commerce and loyalty programs will help drive incremental growth and enhance the Zaxbys experience as digital touchpoints continue to proliferate throughout the customer journey. His arrival will help us build stronger relationships with our guests by deepening our understanding of their needs and rewarding their patronage with personalized experiences." 

Growing Loyalty

Kung brings over 20 years of innovation and strategy experience to Zaxbys and most recently served as Chief Digital Officer at Dollar General, where he led initiatives that transformed the company into a digital innovator. Kung played a central role in creating the myDG loyalty program. Under his leadership, the company's e-Commerce sales grew 40x in three years, app usage surged from 1.8 million to 7 million monthly active users, and the DG App earned the distinction of the #1 couponing app in America.

Prior to Dollar General, Kung held key leadership positions at Macy's Inc., where he drove omnichannel technology and innovation.

Zaxbys is establishing a new Loyalty & e-Commerce Team, which will report to Kung. This new team will spearhead efforts to make Loyalty and e-Commerce significant contributors to its growth. The creation of the Chief Digital Officer role will open capacity and drive focus for Mike Nettles, Chief Technology Officer, and Patrick Schwing, Chief Marketing and Strategy Officer, who both previously oversaw a portion of this role.  

Susannah Frost has been named President of Chick-fil-A, Inc., effective Oct. 1.

She will be the sixth person to hold the leadership role since the company’s founding in 1967. 

“Susannah has demonstrated tremendous leadership throughout the business and has the range of expertise that will help the company continue growing with care and confidence,” said Chief Executive Officer, Andrew T. Cathy and grandson of founder Truett Cathy. “Having served as the CEO for three years, the timing is right to expand our leadership capabilities to include a president who will work closely with me and our executive committee to steward our domestic and global expansion.” 
 

Executives on the Move

Frost's move to president marks a notable week of restaurant executives on the move.  Brian Niccol is leaving his top post at Chipotle to lead Starbucks.  Laxman Narasimhan stepped down as CEO and as a director of  Starbucks effective immediately.

As CEO, Frost will continue to focus on the overall strategic direction for the enterprise and culture while Frost, as President, will focus on providing strategic clarity and alignment in the core business so that Chick-fil-A can sustain healthy growth and maintain market leadership. She will also lead the Executive Committee. Frost currently leads Restaurant Development and Field Operations for Chick-fil-A, Inc. overseeing the company’s real estate portfolio and leading field operations for more than 3,000 restaurants domestically.  

In related news, Cliff Robinson is being named Chick-fil-A's Chief Operating Officer (COO). Robinson currently serves as Chief People Officer and his responsibilities will expand to include leading Field Operations and Restaurant Development.  As COO he will continue to ensure talent remains a competitive advantage, while overseeing operations and the company’s continued expansion.  Robinson began working at Chick-fil-A at a young age as the son of a Chick-fil-A restaurant Owner-Operator.  He joined the company corporate Support Center staff in 1990 and has held increasing roles of responsibility, including various roles leading Field Operations, Restaurant Development and most recently as Chief People Officer. 

Robinson will assume his new role Oct. 1. 

Flybuy unveiled its "Course Correct" solution to prevent pickup mistakes. Flybuy’s Course Correct detects when an order-ahead customer or delivery driver is heading to or arriving at the wrong pickup location and offers a friendly redirection message to guide them to the correct pickup address. The Course Correct notification helps ensure customer satisfaction, minimizes the need for costly remakes or refunds and eliminates staff confusion.

Flybuy’s flagship product, Flybuy Pickup, enhances the pickup experience for some of the world’s largest restaurants, grocers, and retailers using precise AI-powered ETAs to determine the location of incoming customers to deliver a seamless order handoff. However, surprisingly, over 1% of customers arrive at the wrong location to pick up their food orders. For many brands, this can result in millions of dollars wasted annually, in addition to causing frustration for both customers and staff. Given that 89% of consumers are likely to make repeat purchases only after a positive experience, these mishaps not only incur costs for remaking or refunding orders but also risk losing future repeat business.

'Eye-Opening' Number of Mistakes

“It was eye-opening to see how often order-ahead customers were going to the wrong location to pick up their order,” said Five Guys, VP of Digital Strategy, Steve Teller. “When this happens, customers are frustrated, staff is confused, and we usually end up having to remake the order and throw an order away at the correct pickup location. With Course Correct, our customers are getting notified before they are frustrated and before the staff is disrupted, which yields a much better experience for everyone.
 

Course Correct allows restaurants to proactively address the challenge of customers arriving at the wrong pickup location without the need for operational changes, thereby delivering a frictionless and satisfying experience for customers and staff. On average, restaurant brands that have already been using Course Correct have reduced their wrong location errors by over 50%, leading to substantial reductions in refunds and saving hundreds of thousands to millions of dollars, depending on the brand.

"We quickly realized how important it is for businesses to be able to proactively address customer needs before they even notice a mistake, thereby providing exceptional service," said SVP of Product at Flybuy, Alonso Vargas. "We understand the significant impact customer loyalty has on profitability, and Course Correct is an invaluable tool to drive repeat business and boost profits for our partner brands.”

HungerRush released a native integration between Uber Eats and the HungerRush Point of Sale. 

This integration provides restaurant owners with an additional layer of support to manage both in-house and third-party delivery orders.

Now, owners can enjoy the benefits of Uber Eats and the ease of a fully integrated system:

• Uber Eats orders go straight to a restaurant’s POS. No more manual order reentry.
• Restaurant owners can easily update menus, prices, images, and store hours.
• Managers can control order volume with the ability to pause orders when needed.
• Centralized reporting – everything all in one place for better insights.
   

As of 2023, there are more than 2.85 billion online food delivery service users, according to Business of Apps. This means it’s more important than ever that restaurant owners have the technology in place to handle these increasing delivery demands. 

• 85% say integrations with other systems is driving POS purchasing decisions, according to HT's 2024 POS Software Trends Survey 

Coupled with HungerRush’s existing DoorDash integrations and more third-party app integrations to come, HungerRush is helping restaurant owners prepare for this growth. HungerRush POS combines multiple third-party ordering and delivery services with in-house delivery and driver tracking tools. This provides restaurants with a leading delivery management solution that helps ensure every order arrives exactly as expected and on time.

“We expect food delivery to continue to increase in popularity over the next few years. Because of this, HungerRush strives to ensure restaurant owners are equipped with the best technology needed to keep up with the growing demand for delivery,” said Eran Hollander, Chief Product Officer at HungerRush. “This helps ensure owners and operators are reaching customers wherever they are and provide unparalleled customer experience.”

HungerRush continues to focus on technology that makes it easy for restaurant partners to grow their businesses and stay competitive. This latest integration aligns with their mission to help fast-casual and quick-service restaurants prosper by delivering great experiences for their customers and employees.

Mews, and Duetto have now exceeded 600 joint hotel customers, driving revenue growth for hoteliers globally.

The seamless, real-time integration between Mews and Duetto enables customers to dynamically price room rates based on demand, occupancy levels, competitor rates, and other factors, ensuring optimal revenue generation.

The partnership began in 2017 and today, they combine to service properties of all sizes in 29 countries, the smallest of which has only three rooms, while the largest has over 800.

Properties that use Mews and Duetto in combination see an average revenue uplift of 6% in the first year and a further 10% RevPAR increase after that.

“Duetto is a valuable partner for Mews that provides real impact on revenue, as demonstrated by hundreds of delighted hoteliers,” said Sara Smith, VP of Strategic Partnerships at Mews. “We share a vision of cloud-native, agile hospitality that empowers hoteliers with smart technology, and we look forward to welcoming even more customers in the future.”

"We're excited that a growing number of customers are experiencing the advantages of integrating Duetto with Mews," stated John Lingos-Webb, Senior Director of Global Partnerships and Alliances at Duetto. "Our cloud-native solutions ensure reliability, scalability, and access from anywhere, providing hoteliers not only significant time savings and immediate revenue increases, but also a tech stack that's future-proof."

Any property running on Mews can easily connect to Duetto via Mews Marketplace. There is no connection fee, and in only a few clicks, Duetto can pull all necessary data from Mews to complete the integration setup. Deployments with Mews and Duetto are completed 25% faster than the average PMS integration, allowing hoteliers to start seeing the benefits and return on investment sooner.

A two-way connection ensures that data synchronization is fast and accurate between the two platforms. Duetto also pulls guest folio data, allowing for fast and complete updates, as well as full-circle pricing decisions from Duetto into Mews.

“Our journey with Duetto and Mews has been a resounding success,” said Øyvind Vassbotn, Director of Business Operations – Total Profit at Strawberry Hotels. “The seamless integration and lightning-fast implementation of Duetto, coupled with Mews, has propelled our business to new heights. It has truly exceeded our expectations, both in speed and quality, making our RMS rollout a seamless and efficient process. Duetto and Mews have proven to be the perfect partners for our growth.”