News Briefs

Hospitality America is investing in its technology infrastructure aimed at revolutionizing business intelligence across its hotel portfolio. The initiative will empower leaders at both the property and corporate levels with real-time insights, actionable data, and robust forecasting capabilities to facilitate proactive and agile management. Spearheading the effort is Wes Cargen, newly appointed vice president of business intelligence and former operations manager for the third-party management company. Most recently with Actabl (ProfitSword), Cargen brings expertise in AI-powered business intelligence, labor, and operations automation to Hospitality America hotels. 

“Leveraging an AI-enabled Microsoft tenant, our goal is to reduce workloads through automation while enhancing portfolio insights,” Campbell said. “To oversee this transformation, we brought Wes Cargen back into the fold. Wes will leverage his unique hotel technology and operations expertise to help us better understand things like loyalty program efficacy and how it relates to guest behavior patterns so we can enhance our personalization and retention strategies. He will analyze hotel and market sentiment from customer reviews and feedback and advise on how we can better monitor guest satisfaction and adjust services proactively. And he will bring predictive maintenance capabilities to Hospitality America to help us to better anticipate and resolve equipment or facility issues before they escalate into costly problems.”

Better Agility = Better Decision Making

Part of its business intelligence approach involves integrating all data feeds into the company’s Microsoft 365 platform, and consolidating information from various sources, such as property-management systems, revenue-management tools, customer reviews, and market reports. This comprehensive approach will allow for the seamless analysis of market intelligence data, including competitive set analysis, local demand generators, and event schedules, enabling Hospitality America to monitor market trends and swiftly identify shifts.

“Agility in decision-making is crucial in today’s fast-paced hospitality landscape,” Cargen said. “The new dashboards and reporting tools we will be building internally will empower hotel leaders and corporate executives to drill down into data for quicker, more informed decision-making.”

The initiative also includes an alert system for performance anomalies, enabling immediate intervention. Hospitality America will compare performance across properties to identify underperforming assets and share best practices from high-performing hotels. Compliance with brand standards and operational benchmarks will be closely monitored, while long-term forecasting based on macroeconomic indicators and travel industry trends will help align resources with demand.

“Hospitality America is committed to supporting scenario planning for various market conditions, ensuring that our leaders are prepared for economic downturns and seasonal fluctuations,” Cargen said. “The integration of cross-departmental collaboration will facilitate the sharing of best practices and vendor recommendations.”

“We plan to uncover patterns throughout the revenue cycle to better equip our leaders with the insights necessary to make informed, impactful tactical adjustments,” said Ben Campbell, Hospitality America CEO. “By delivering real-time key performance indicators (KPIs) to our hotel leaders, we can better understand and manage critical metrics such as labor costs, energy usage, and maintenance expenses.

Right Man for the Job

Cargen’s years of experience in hotel operations combined with his know-how for implementing cutting-edge BI solutions within the hospitality sector, made him the right person to introduce a more collaborative approach to BI for Hospitality America. His expertise in integrating advanced analytics and predictive modeling will enable leaders to extract actionable insights from data.

"Business Intelligence is crucial in today's hospitality landscape as it enables data-driven decision-making, operational efficiency, and competitive advantage,” Cargen said. “By leveraging BI, we can optimize revenue management, enhance guest experiences, streamline operations, and identify new growth opportunities. In an increasingly competitive and dynamic market, BI provides the insights necessary to stay ahead and maximize profitability."

As an implementation specialist for Actabl, Cargen was responsible for leading the implementation of ProfitSword Business Intelligence solutions, ensuring seamless integration and optimal performance for hoteliers. He served as the primary point of contact for clients throughout the project lifecycle, from initial scoping to final deployment, providing training and ongoing support. He also collaborated with cross-functional teams, including development and support, to resolve issues and customize software to meet client-specific needs. While working for Hospitality America, Cargen wore many hats including that of General Manager and Operations Analyst/Internal Controls Auditor.

"Returning to Hospitality America feels like coming full circle,” Cargen said. “This is where my career in the hospitality industry began 15 years ago, providing me with a strong foundation and invaluable experience. I've chosen to return because of the company’s stellar reputation and the exciting opportunity to lead a critical function. Hospitality America’s commitment to innovation and data-driven decision-making aligns perfectly with my expertise and vision for the future of hospitality management. Returning enables me to contribute my wealth of experience to the very company that launched my career, driving it forward in this new era of data-centric hospitality."

Immediately, Cargen will conduct a comprehensive assessment of the company’s current BI capabilities and implement quick-win solutions to improve data accessibility and reporting. Long-term he aims to build a world-class BI ecosystem that positions Hospitality America as an industry leader in data-driven hospitality management.

"Owners and investors should know that our enhanced BI capabilities will directly translate to improved asset performance and ROI,” he said. “By leveraging advanced analytics and predictive modeling, we'll be able to optimize pricing strategies, identify cost-saving opportunities, and make more informed investment decisions. Our commitment to data-driven management will provide owners with unprecedented visibility into their property's performance and market positioning, ultimately leading to increased profitability and asset value."

For more information about Hospitality America and its commitment to innovative technology solutions, please visit www.hospitalityamerica.com.

Mark Shambura has joined Panera Bread as Chief Marketing Officer. Shambura will lead all aspects of marketing at Panera, including Brand Building, Digital & Loyalty, Product Strategy & Consumer Insights. An accomplished marketing leader with broad expertise in the restaurant industry, Mr. Shambura has previously held marketing leadership roles during pivotal growth periods for top brands including Chipotle, MOD Pizza, and most recently Papa Johns.

"Mark brings an impressive background building brands and leading marketing teams for fast-casual restaurants, and we’re thrilled to welcome him to Panera Bread,” said José Alberto Dueñas, Chief Executive Officer. “As Panera continues to evolve our brand, guided by listening to our guests, Mark’s depth of experience and ability will help drive our growth as a brand that serves great food you feel good about eating.”

Shambura previously served as CMO at Papa Johns, where he led a revitalization of the brand by enhancing its iconic “Better Ingredients, Better Pizza” platform, and developing a more modern, innovative omnichannel approach to transform how Papa Johns appealed to both new and loyal consumers. As Executive Director at Chipotle, Mr. Shambura guided the marketing function through periods of both sustained growth and transition, providing leadership over brand strategy, advertising, digital, social, events/sponsorships, promotions, and field marketing, including playing a key role in spearheading its “Real Ingredients” brand strategy.

“I’m proud to join the Panera Bread team and excited to build on the momentum of the brand's transformation as it continues to evolve in service of our guests,” Mr. Shambura said. “Panera propelled and cemented its position at the top of the fast casual restaurant segment through its promise of high-quality ingredients and freshly prepared food, and I’m thrilled to join a highly talented team to help shape its next chapter.”

Prior to his tenure in the restaurant industry, Mr. Shambura gained extensive marketing agency experience, working with a broad array of top global consumer brands for over a decade. Shambura will report directly to José Alberto Dueñas, Chief Executive Officer, and officially assumed the role of Chief Marketing Officer on July 29, 2024.

Domino's Emergency Pizza program is back. Domino's Pizza Inc.  is once again offering customers a free medium, two-topping pizza to use whenever they need it most. Any Domino's customer who places a qualifying online order today through Jan. 19, 2025, can earn an Emergency Pizza, available for redemption from their Domino's Rewards account.

"We launched our Emergency Pizza program last year and customers loved it so much we knew we had to bring it back in a big way," said Kate Trumbull, Domino's senior vice president – chief brand officer. "Life can throw unexpected curveballs, and sometimes a hot, delicious pizza is just what you need to turn things around. Maybe you tested a new dinner recipe that turned out to be a disaster, or perhaps you ran out of time to buy groceries – whatever your emergency, Domino's is here to help with a free pizza."

The 411 on Emergency Pizza
To receive an Emergency Pizza, customers simply need to place a delivery order online or a digital carryout order of $7.99 or more. Once the order is confirmed, customers will automatically receive a Domino's Emergency Pizza under "My Deals & Rewards" within their Domino's Rewards account. 

• Related:  Domino’s Revamped Loyalty Pays Off

"Not only is Domino's Emergency Pizza program back, but it's in more places than ever," Trumbull said. "We're excited to launch a series of new, unexpected brand partnerships that consumers can have fun with. Domino's has partnered with Amazon and Twitch, as well as Olive & June to bring Emergency Pizza to life in two completely different, yet very entertaining ways. But that's not all – we have even more fun brand integrations planned for Emergency Pizza in the future, so be on the lookout!"

Gaming: Domino's Joins Forces with The Glitch – Amazon and Twitch's Newest Game
Domino's is making its debut in gaming by teaming up with Amazon and Twitch to integrate Emergency Pizza into their new Fortnite game, called The Glitch. Domino's dedicated brand experience within The Glitch launches on Oct. 14, 2024. Within it, players can:

• Experience a Domino's-branded "Red vs. Blue" player map where teams can compete against each other for "Domin-ation" by capturing and maintaining control of a Domino's storefront.
• Have access to a secret weapon: Emergency Pizza! In case of an emergency, players can "break the glass" to collect it and fully restore their health.

Domino's is also collaborating with gaming influencers to host live streams as they explore Domino's dedicated brand experience within The Glitch. 

Glam: Domino's Partners with Everyone's Favorite Nail Brand, Olive & June
Pizza and beauty enthusiasts can purchase the following items exclusively at oliveandjune.com, starting on Oct. 17, 2024:

• Domino's and Olive & June Emergency Pizza Mani Kit
  • This limited-edition kit comes with two exclusive Domino's nail polish colors – carryout (red) and delivery (blue) – as well as quick dry top coat for the perfect nails. It also features pizza topping nail stickers for a delicious finishing touch.
• Domino's and Olive & June instant mani press-on nails
  • Give yourself an instant manicure by choosing from three press-on nail designs: "I Heart Pizza French," "Secret Sauce Velvet" or "Extra Cheese Please." "Extra Cheese Please" comes with an assortment of mouthwatering pizza topping nail stickers.

Hospitality industry veteran Skip Kimpel is tapping his passion for XR (extended reality), AI and next-gen tech to power up Magicgate, an exciting new consultancy laser-focused on bringing the art of the possible to restaurants, hotels and hospitality venues worldwide. 

Focused on personalized experiences and digital transformation, Magicgate provides tailored strategies, VR training, AI-powered solutions, and XR innovations to enhance guest experiences, streamline operations, and drive growth in the rapidly evolving hospitality landscape resulting in operational efficiencies and reducing labor costs.

According to Accenture, 83% of Gen Z expects companies to personalize experiences. They also expect seamless experiences fueled by advanced technologies like AI and ML, while younger Gen A is even more immersed in tech. “Research suggests the newest generations will grow up with the most sophisticated understanding of emerging technologies like AI, AR and VR,” said Kimpel. “It’s time for companies to embrace next-gen tech if they want to win over and stay relevant with future generations.”

Under the Magicgate banner, Kimpel will offer guidance to help organizations navigate increasingly blurred lines between what’s real, what’s virtual, and how these multiverse worlds are becoming ever more connected. “Our approach goes beyond just adopting new tech—it’s about reshaping entire business models,” says President and CEO, Skip Kimpel. “We help companies stay ahead of digital disruption by offering tailored strategies that combine XR, AI, and more to deliver real business value.”

Key Offerings:

• Custom Strategy: Tailored roadmaps for XR, AI, spatial computing, metaverse and other disruptive technology integrations.
• XR Solutions: XR strategy from immersive customer experiences to advanced training techniques.
• VR Training & Onboarding: Reduce learning curves, ensure employees are job-ready faster. Minimize travel costs, particularly for global organizations.
• Remote AR Support & Maintenance: Procure AR solutions to enhance real-time remote support, allowing technicians to overlay digital instructions onto physical objects in real time.
• AI-Powered Innovation: Discovery, procurement and implementation of AI / ML tech, like predictive analytics, chatbots, and business operations including the use of advanced Computer Vision.
• Digital Twins: Optimize facility management, enhance guest experiences, and improve sustainability by providing real-time data on operations, predictive maintenance, and personalized guest services.

“We’ve tapped Skip’s expertise to help navigate the training processes into the VR world,” added Cam Crowder, Former Franchise Owner, Tim Hortons. “We see the potential of positive ROI - and it will be an absolute game-changer.”

According to Zarnik and EHL Hospitality Insights, the global market for smart hotel technology alone is projected to reach $24.46 billion by 2027, driven by the adoption of AI, XR, IoT, and other innovative solutions. And according to QSR Magazine and Mordor Intel, AI is rapidly transforming the restaurant sector, with the market for AI-powered solutions expected to reach $49 billion by 2029, up from $9.68 billion in 2024.

“There’s no doubt XR and AI will transform hospitality,” commented Michael Cohen, Managing Partner, Growth Advisors International Network (GAIN). “Skip is already a go-to source for organizations looking to navigate this world, so this represents a natural next step for him, and a big win for the industry at large.”

“We’ve seen XR adoption start to transform industries like aerospace and healthcare” said John Cunningham, COO of the VR/AR Association. “Hospitality is the next horizon, and this consultancy - with Skip at the helm - will help accelerate the industry.”

Sapia.ai, a provider of AI-driven recruitment solutions, launches  Live Interview , a tool designed to simplify interview scheduling for hourly hiring. With a focus on ease of use, Live Interview  makes scheduling as intuitive as booking a restaurant - especially benefiting store managers overseeing hourly workers.

Building on Sapia.ai’s Smart Interviewer  platform, which automates the screening & assessing of candidates, Live Interview™ enhances the interview process, offering more personalization, intelligence, and efficiency at a critical hiring stage. Integrated with Applicant Tracking Systems (ATS) like Workday, SAP SuccessFactors, and iCIMS, Live Interview  supports bulk scheduling without relying on external calendars, ensuring managers can focus on people, not logistics.

"Our mission is to humanize hiring while driving efficiency," says Barb Hyman, CEO of Sapia.ai. "While AI simplifies screening, the human interview remains pivotal. With Live Interview™, users can add a personal touch, like sharing values or introducing themselves via video - bringing personalization to scale for high-volume hiring."

Following the success of Talent Hub, which reduced recruiter workloads by aggregating candidate data and cutting clicks by 90%, Live Interview™ extends Sapia.ai's commitment to delivering intelligent, user-centric solutions. Leading brands such as Woolworths Group and Starbucks have already experienced the impact, reporting Net Promoter Scores (NPS) exceeding 80 for improved candidate and hiring manager experiences.

Live Interview™ is now available via the Sapia.ai platform