News Briefs

iSeatz, a provider of travel loyalty technology, has released its 5th annual State of Loyalty: Hospitality Rewards Report. The report provides a comprehensive overview of the diverse and dynamic landscape of hotels, casino hotels, and vacation club brands, each with a unique portfolio of rewards and approaches to how their loyalty program members can earn and redeem points.

What the analyzed hotels all have in common this year, according to the State of Loyalty: 2024 Hospitality Rewards Report, is that they are expanding the opportunities available to their loyalty members. In the aggregate, reward portfolios grew across nearly all categories compared to 2023, likely in response to increased competition and hospitality brands' desire to grow direct bookings and capture a greater share of travelers' wallets.

Some reward categories expanded more than others, including wellness, reflecting hotels' desire to keep members engaged and spending when on property. There was also a notable uptick in sustainability-related rewards and earning and redemption opportunities with vacation rental partners.

Surge in Sustainability-Related Rewards

This year, 27% of the hotels and hospitality groups in the analysis offered loyalty-integrated sustainability initiatives, compared to just 14% in 2023. Most of the sustainability redemption options focused on allowing members to donate points to sustainability-related organizations or causes, while the relatively fewer earning options rewarded guests with points for eco-friendly activities during their stay, like declining housekeeping to save water.

"Hospitality loyalty programs are the ideal vehicle for delivering value to guests and members and signaling that hotel brands are in sync with their priorities," says Andy Hermo, Chief Operating Officer of iSeatz. "The continued growth among sustainability-related rewards reflects travelers' increasing awareness of the ecological impact of their travel choices."

Vacation Rentals, Hotels Enjoy Cross-brand Loyalty Integration

The report's other key finding was that many major hotel brands significantly expanded their earning and redemption opportunities across different brands in their portfolios or with strategic partners, specifically their vacation rental divisions or partnerships. One-third (33%) of the hotels in the analysis allow loyalty members to earn points when staying at vacation rental properties this year. A similar percentage (27%) allow members to redeem points earned with the hotel brand for a stay at a vacation rental property or a vacation club under their corporate banner or with a vacation rental partner. Only 20% of hotels allowed either of these kinds of earn or burn opportunities in our 2023 analysis.

This trend appears designed to boost cross-brand engagement while expanding the choice available to loyalty members, both of which can be key advantages in a crowded and competitive hospitality marketplace.

Other significant findings from the 2024 analysis include:

• 68% of hotels and hospitality groups provide earning opportunities for dining, up from 55% in 2023.
• 45% now allow members to redeem points for live events, up from 32% in 2023.
• 67% of hotel brands allow members to earn and redeem points for wellness activities, up from 47% last year.

"As we found in our recently released 2024 Credit Card Rewards report, the trend toward creating more options for loyalty program members is broad-based and accelerating," continued Hermo. "We think this is a solid strategy for hospitality brands, and we expect it to continue."

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.”

SageNet, a Tulsa-based managed digital experience and network services provider, will demonstrate a suite of innovations that are transforming the in-restaurant digital experience at the 2024 National Restaurant Show in Chicago, May 18-21. 

Visitors to SageNet’s NRA booth 10122 can learn about SageNet’s RFID order tracking solution, as well as see demos on dynamic menu boards, POS-integrated order confirmation, outdoor drive-thru boards, and other cutting-edge restaurant technology solutions to enhance the customer experience both in-restaurant and at the drive-thru.

SageNet’s RFID order tracking solution, designed to transform carryout order management in restaurants, utilizes RFID tags attached to orders, enabling real-time tracking through various checkpoints like the kitchen, packaging area and pickup station. As orders move, RFID readers update their status automatically in the management system, providing customers and staff with instant visibility.
 
When the order is ready for pickup, the system updates the status to "ready for pickup" and a notification is displayed on the in-store order pick-up screen. Integrated video analytics provide additional confirmation and security data. 

According to IV Dickson, SageNet’s Chief Innovation Officer, SageNet solutions are transforming the customer journey.   

“We’ve ‘ordered-up’ a suite of technologies designed to bridge the physical and digital realms, enhancing the overall 'phygital' experience for the end customer," said Dickson. "By integrating solutions like Drive-thru Order Confirmation and RFID Order Tracking, we're not only streamlining operations—we're enhancing every customer interaction. This approach ensures a seamless, efficient, and highly personalized journey, whether ordering online, at the drive-thru, or at the counter.” 

BEONx, a hospitality revenue management service provider, is thrilled to announce the upcoming release of new dashboards in partnership with JUYO Analytics, the next curve data visualization and analytics platform for the hospitality industry. Hoteliers' evaluation of performance and data collection will undergo a revolution thanks to this update.

The new dashboards, available exclusively to hoteliers and professional clients, provide a comprehensive snapshot of the current situation. They aim to reduce the amount of time spent on information verification by providing all the necessary data in a single location. Clients will now be able to evaluate their performance with ease and make informed decisions.

The premium package will include a host of additional benefits. Custom package configuration allows clients to personalise their experience to meet their specific needs. Furthermore, two new dashboards have been added for more detailed analysis of channel performance and a daily pace overview.

Cayetana Fernández, VP of Product at BEONx, expressed her enthusiasm for the partnership, stating, "The new dashboards developed by BEONx and Juyo will take clients' strategies one step further by focusing on channel distribution. Clients will now be able to create their own reports based on their specific requirements."

Karin van Rhee, COO at Juyo Analytics, added, "The new premium dashboards provide hoteliers with even more sophisticated reporting, adding additional context to their analysis! Every hotel is unique and has its own approach to managing its commercial strategies. With the new product, we empower hotels to tailor their own dashboards with data relevant to them.” 

With the latest product update to the premium package, BEONx and Juyo elevate hotels to an even higher standard.

• Empowering- Customized Stunning Dashboards: Hoteliers can now create their own stunning dashboards from scratch, tailoring them to precisely match their unique company needs. This level of customization ensures that the insights gained are directly relevant to the specific goals and challenges of each hotel.
• Dynamic Overview of Channel Performance: With the new dynamic overview dashboard, hotels can instantly assess channel performance on annual, quarterly, weekly, or even daily timelines. This clear and concise presentation consolidates all critical performance metrics into a single, easy-to-read table. It's the perfect tool for busy hoteliers who need a quick snapshot of their channel performance at any given moment.
• Pace Analytics Dashboard: It equips hoteliers with the tools to better understand booking curves, identify risks, and uncover opportunities within their forecasts and budgets. By leveraging this dashboard, hotels can make informed decisions that lead to improved revenue management.

The update is expected to improve the user experience and provide businesses with valuable insights to help them flourish in the dynamic digital landscape.  Please consult the official websites of BEONx and Juyo Analytics for additional information. 

IRIS,  a provider of digital ordering for the hospitality industry, announces it will be investing in its expansion in the Middle East. The announcement follows significant growth in its client base, as an increasing number of hoteliers across the region report a preference for mobile ordering from guests, enabling them to increase F&B revenue and enhance the digital experience they offer. The investment will deliver the introduction of new features and also includes the company’s attendance at the Hotel Revolution Summit in Dubai on 21^st May.

Now live in 10 states, IRIS has grown its client base by 33% since launching its mobile ordering and digital guest directory platform in the Middle East. IRIS is deployed at a number of hotels in global chains Four Seasons, Marriott and Mandarin Oriental as well as smaller, luxury hospitality groups based in the region. All report marked increases in F&B revenues of between 20% - 40% on average. 

Globally and across the Middle East the demand for, and capability of, mobile ordering has seen unprecedented growth. As hospitality operators seek to capitalise on the revenue, guest satisfaction, and efficiency opportunities it offers across operations and departments, it shows no signs of slowing.

For both operators and their guests alike, IRIS offers a flexible, scalable and convenient mobile ordering experience across digital F&B, guest directory and concierge solutions. Particularly for operators keen to maximise the revenue potential across their properties, beyond room rates for a dynamic, digitally savvy and often high-net worth market. For example, hotels keen to enhance poolside ordering and likewise cater to an international guest-base by offering multi-lingual digital ordering capabilities. 

Commenting on their plans for growth across the Middle East, Graham Rushin, VP Sales and Marketing, IRIS said, “It is a hugely exciting time for the hospitality industry across the Middle East particularly against the backdrop of the Saudi Vision 2030 programme, with brands and management companies continuing to invest. Likewise, the pipeline outlook for future development is extremely positive. As both a business and leisure destination it continues to be one of the key locations for operators when developing their own growth strategies.

“We are committed to supporting our clients across the region in realising their ambitions for growth. This means continuing to invest in our own R&D and ensuring our portfolio is ready and available to equip them with the full complement of mobile ordering solutions to enable them to drive spend, develop new revenue streams and leverage efficiencies throughout their properties. The Middle East is a key focus for our own growth plans and we look forward to becoming the partner of choice for more guest-centric, mobile-first operators in the future.”

Long-standing IRIS client, Kennedy K. Mutinda, In Room Dining and Studio Manager for W Dubai Mina Seyahi adds, “Guests value efficiency and convenience so they appreciate being able to order food and beverages (and access information) in just a few clicks, without the need to wait in line or interact with staff directly. The IRIS mobile dining and guest directory app works perfectly for our guests, most of whom are international, who prefer ordering and communicating with us online, rather than over the phone. This enhanced visibility of menu items and seamless ordering process has attributed to a significant boost in guest spend and revenue which we envisage will continue to rise.”

In response to the increasing demand for mobile ordering, IRIS has recently invested in the development of new products and features across its portfolio. These are now available to Middle East hospitality clients to enable them to both maximise demand from guests and free up staff time with more automated operations. They include new functionality and a new user interface within the back end of its web app to enable operators to update menu and guest directory items more efficiently on one dashboard. In addition, new “Order Again”, “Open Tab” and “Related Items” features have been added to reduce pressure on staff, maximise upsell opportunities and provide a more convenient, frictionless experience for guests.

LuggageHero, an international leading provider of on-demand luggage storage since 2016, has turned its expertise to the hotel industry with the launch of HotelsHero. The service helps hotels of all sizes seamlessly store luggage, while also giving guests the option of tipping bell staff without needing cash.

HotelsHero’s sophisticated AI-powered system streamlines the luggage storage process in several ways, with no extra space or lockers needed. For hotels that want a fully secure self-service option, the technology allows guests to effortlessly store their own luggage without taking staff’s time. For hotels that want to operate their own storage, HotelsHero provides a secure and convenient method of signup and bag identification. Under both systems, hotels can choose whether to offer luggage storage for free or add a handling fee. Guests have the option of adding insurance coverage through HotelsHero.

Hotels pay nothing for this software. Revenue for HotelsHero comes from service fees paid by guests for any add-ons, such as tipping or insurance.

HotelsHero’s market research has shown that UK and European hotels are more accustomed to and prefer fully self-service luggage storage. On the other hand, the U.S. market tends to prefer using staff to store luggage, which is more time-consuming.  Another huge advantage of HotelsHero in this case is the digital tipping software. For all markets, HotelsHero can customize a hotel’s luggage storage based on their specific needs. Here are the basics of each option:

Storage-assisted option, with digital tipping

When guests arrive at a hotel, they scan the HotelsHero QR Code, tag their luggage and give it to the bell staff. Retrieving luggage is done via a digital claims ticket. Customers have the option to purchase insurance and to tip staff. While digital tipping has become common with such things as ride shares and food service, mobile tipping in hotels is behind the times. With guests carrying less to no cash, not having this option has reduced employees’ tips. This reduction in tips exacerbates the high turnover rate that hotels already face. Based on existing tipping practices at LuggageHero’s storage locations in 41 countries, where customers leave their luggage in shops, cafes and other drop-off points, HotelsHero believes that hotels will see a significant boost in tips. Another important feature is the advanced analytics tool, which calculates a hotel's busy periods, predicting rush hours, seasonality, and peak times. This equips hotels to be better prepared, ensuring seamless experiences for both guests and staff.

Self-service option

With the self-service option, hotel staff won’t have to manage luggage, which frees up their time for other duties. This solution, which does not rely on lockers, can be up and running at a hotel within a week. When guests arrive at a hotel, they follow signage to the storage location. There they scan the HotelsHero QR Code and tag their luggage. They also have the option to purchase insurance. Their sign-up also enables the locked door to the storage area to open, and they manually store their own luggage. When it’s time to retrieve their bags, their booking again enables the storage door to open. Travelers will appreciate this service because they don’t have to wait for hotel staff to be available. Hotels still have the option to enable digital tipping with the self-service option.

Security all around

Regardless of which storage option a hotel chooses, the intelligent platform automatically identifies each booking’s tags and bag details. Each storage seal is designed to show clear signs of tampering, offering guests and hotel staff immediate visual confirmation of unauthorized access. (Managers choose whether to enable or disable the use of security seals.) On top of this, travelers have the option of insurance coverage through HotelsHero.

Benefiting the bottom line and the guest experience

By using HotelsHero, hotels can enhance the guest experience by offering them the freedom to explore unencumbered. At the same time, they can save staff hours spent dealing with luggage and tap into advanced insights and streamlined operations. It’s not just about storing luggage – it's about upgrading the entire guest experience and offering a storage solution that’s as travel-savvy as their guests.