News Briefs

Smart hospitality solutions provider, Hudini, has entered into an agreement with Orascom Hotels Management for the rollout of their new digital platform, Staff Connect, across Orascom’s portfolio of hotels globally.

Orascom Hotels Management has chosen the Staff Connect platform by Hudini to create exceptional guest arrival experiences with tailored personal interaction. Orascom’s vision is to transform the arrival experience by completely removing the front desk. Upon arrival, the guests are welcomed and escorted to their rooms by an Experience Ambassador who is assigned to the guests for the entire stay. With the Staff Connect platform, check-in formalities are completed seamlessly in less than a minute in the comfort of the guests’ room.

Staff Connect has already been successfully implemented across 15 properties within the Orascom portfolio. These properties include Casa Cook, Steigenberger, Club Paradisio, The Chedi and Cooks Club, Mosaique, all of which are located in El Gouna, Egypt.

Staff Connect is a seamless digital platform designed to streamline operations and staff communication, instantly making information accessible to all hotel departments from front desk to housekeeping. Seamlessly integrated with a hotel’s backend systems, the platform can be accessed on various portable devices, ensuring staff have real-time information at their fingertips. With Staff Connect, hotel staff can easily access guest profiles and preferences, leveraging AI-powered insights to deliver personalised promotions, experience recommendations, and curated amenities. Not only does this boost upsell opportunities, but it also creates truly bespoke stays for every guest.

Sanjay Sharma, Chief Technology Officer of Orascom Hotels Management, commented [with Hudini] “the switch to personalised arrival experiences has turned out to be immensely successful with guest feedback such as “stunning” and “out of this world”. In addition, we have attained an unprecedented operational efficiency which resulted in creatively destroying 30 processes across different business units. We have achieved up to 99% time saving in some of the re-engineered processes and significant time savings in in completing processes which free our colleagues to focus more on our valued guests.”

“We are delighted to have been chosen by Orascom Hotels Management to support their hotels around the world in elevating their guest experience with unique check-ins. Staff Connect has proven to not only differentiate the guest journey, but also effectively streamline hotel operations and internal communication”, said Prince Thampi, CEO and founder of Hudini.

Encore, a global event technology and production services provider, confirmed today the launch of its pioneering ‘Overtime Savings Program’ in the United States, along with additional people-first programs to further support its ongoing workforce in a seasonal industry.

Powered by UKG’s payroll technology, this first-of-its-kind program aims to enhance financial wellness and stability for Encore’s frontline employees, many of whom work in markets that experience seasonal ebb and flow of business volumes.

With 12,000 team members providing event technology and production services at 2,200 hotels and conference venues in 20 countries, Encore faces the same challenges common in the hospitality industry. Seasonal fluctuations often result in workers’ hours varying from ample overtime during peak times to reduced schedules in off-season periods. This seasonality makes it difficult for workers to maintain consistent earnings and creates challenges for companies to retain talent in the off season.

“Encore has always believed its team members are the heart of our story. This people-first mindset motivates us to constantly evolve our team member experience and innovate around challenges, like the impact of seasonality, that the industry previously viewed as immutable,” said Ben Erwin, president and CEO of Encore.

In addition to the Overtime Savings Program, the company launched a Seasonal Leave of Absence Program, which offers team members the flexibility to take time off during slower seasons while retaining full benefits, accruing paid time off, and maintaining their tenure. This unique program enables employees to explore other work opportunities, pursue education, or focus on personal goals without sacrificing benefits or career progression. Both the Overtime Savings and Seasonal Leave of Absence Programs are active nationwide, with plans for global expansion.

“We established the program as another way to support our team members so that they can be at their best in delivering for our customers,” Erwin added. “With this innovation, they can better plan and save their premium overtime pay for periods of the year when they might not work as many hours. Providing this capability and funding a company-paid match for a portion of the savings should motivate financial wellness and enable them to continue to build their career with Encore. Team member reactions tell us we are onto something,” he said.

With a launch just after Labor Day, usage of the UKG Wallet™ increased tenfold compared to the prior year’s period. he company offered an initial savings match, similar to a 401k program incentive match, to reward healthy financial behavior.

“Financial stress is not a problem isolated to our industry, it’s a stressor for nearly everyone,” said Charlie Young, chief human resources officer at Encore. “Nearly 70% of Americans are living paycheck to paycheck¹ and Americans spent $9B in bank overdraft fees in 2023. The more we can do to reduce stress for our team members, the more focused they can be on our customers. We are successful in the event production business because of the unique combination of our technical expertise, hospitality mindset and ability to work under pressure and through challenges. Seasonal fluctuations are part of our business, but with a partner like UKG that understands every industry has unique challenges, we were able to innovate to support those unique needs to make our team members’ lives better.”

Cody Browne, a technical lead with five years of service for Encore in Las Vegas, said he will try the Overtime Savings program, in addition to accruing and saving his Paid Time Off, for the slow season in December in Las Vegas. He hopes the vacation time, in addition to the saved overtime funds, will afford him an out-of-state vacation to visit family. “I love that Encore is creating new opportunities, that’s one of the reasons I am interested in growing my career here,” he said.

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.

TGI Fridays Inc. the owner and operator of 39 domestic restaurants in the  TGI Friday’s casual dining chain,  filed voluntary petitions under Chapter 11 of the U.S. Bankruptcy Code in the Northern District of Texas. The Company expects to use the time and legal protections made available through the Chapter 11 restructuring process to allow the Company to explore strategic alternatives in order to ensure the long-term viability of the brand.

The TGI Fridays brand and related intellectual property are owned by TGI Fridays Franchisor, LLC as a result of a securitization agreement with a separate investor group. These entities are not included in the Chapter 11 process.

TGI Fridays Franchisor, LLC has franchised the brand to 56 franchisees in 41 countries. All of these franchise locations, both domestic and international, are independently owned and therefore not included in TGI Fridays Inc.’s Chapter 11 process. They are open and serving customers as usual.

To ensure continuity of service to franchisees, TGI Fridays Franchisor, LLC has negotiated a Transition Services Agreement (“TSA”) with – and provided interim funding to – TGI Fridays Inc. to maintain support services for franchisees while TGI Fridays Franchisor, LLC works to implement a new long-term support structure.

In addition to supporting franchise restaurants, TGI Fridays Inc. maintains operations across its corporate- owned restaurants in the U.S. The Company has secured a commitment for debtor-in-possession financing to support operations while proceeding through the Chapter 11 process. It also filed motions with the Bankruptcy Court that, when approved, will allow the Company to, among other things, continue its customer programs in the normal course. These motions are typical of the Chapter 11 process and are expected to be heard and approved in the first days of the case.

"The next steps announced today are difficult but necessary actions to protect the best interests of our stakeholders, including our domestic and international franchisees and our valued team members around the world," said Rohit Manocha, Executive Chairman of TGI Fridays Inc. "The primary driver of our financial challenges resulted from COVID-19 and our capital structure. This restructuring will allow our go- forward restaurants to proceed with an optimized corporate infrastructure that enables them to reach their full potential."
 

A Look Back

TGI Fridays Inc.  is the latest brand to file voluntary Chapter 11 in 2024, including  Roti, Buca di Beppo, World of Beer, Melted Bar & Grill, Kuma's Corner and Tijuana Flats, to name a few. RL Investor Holdings LLC acquired the bankrupt Red Lobster restaurant chain in September.   

BurgerFi International, Inc., owner of the casual dining chain Anthony's Coal Fired Pizza & Wings and BurgerFi,  filed voluntary petitions for reorganization. On Oct. 31,  BurgerFi was sold out of bankruptcy to lender TREW Capital Management in a credit bid of $44 million.  TREW also purchased bankrupt Rubio's in August for $40 million. 

PAR Technology announces the introduction of Punchh  Wallet, a fully customizable digital wallet designed to bridge the gap between loyalty and payments. Punchh Wallet redefines the checkout experience and how restaurants engage with their guests by seamlessly integrating payment orchestration with loyalty programs across every channel—both within and beyond the app.

Punchh Wallet goes beyond streamlining checkout—it transforms every transaction into a valuable opportunity for deeper engagement. Whether guests are using in-app features like saved payments and stored value or out-of-app options like digital passes and Apple Wallet®, Punchh Wallet simplifies each step while providing restaurants powerful insights into guest behavior. This holistic approach not only enhances the customer experience but also drives increased lifetime value and strategic revenue growth.

“Restaurants are always searching for that sweet spot where simplicity meets innovation,” said Savneet Singh, CEO of PAR Technology. “Punchh Wallet isn’t just about streamlining processes—it’s about solving complex technological challenges that have hindered restaurants. Since its launch earlier this year, it has already demonstrated remarkable success, for example, by helping brands achieve a 6.5x lift in customer frequency. This is just the beginning, and we’re excited for what’s next.”

For customers granted early access to Punchh Wallet features, initial results have been remarkable, including:

• 163% increase in customer lifetime value
• 70% increase in sign-ups from customers using Apple Pay®
• 6.5x lift in customer frequency

At a time when nearly 80% of Gen Z consumers use digital wallets, and experts predict digital wallets will replace plastic cards by 2030, the demand for seamless, integrated technology is more critical than ever. Punchh Wallet meets this need by delivering a unified, streamlined loyalty and checkout experience that prepares restaurants for future success while offering immediate, tangible benefits.

Key Benefits of Punchh Wallet:

• Saved Payments – No more juggling between physical cards and the app. Now guests can securely save credit cards in the app and at checkout, simply scan the QR code to pay, earn, and redeem rewards – all at once.
• Stored Value: Forget the hassle of physical gift cards - load and auto-reload stored value reducing time at the POS and increasing convenience with the ability to pay with one tap or scan at checkout.
• Subscriptions: Offer loyal guests exclusive food passes at preferred pricing, all while creating a recurring revenue stream for your brand.
• Apple Wallet Loyalty & Digital Passes: No app? No problem. Guests can join, participate in your loyalty program, and pay directly through Apple Wallet® and Google Wallet®, eliminating the need for traditional apps.

“Punchh Wallet makes it easy for Apple Pay users to join our loyalty program, expanding our reach and engagement beyond the app. The seamless one-tap experience for collecting points, redeeming rewards, and paying has simplified the checkout process for our guests, leading to stronger customer engagement and loyalty,” Lauren Traylor, Director of Marketing at Salsarita’s Fresh Mexican Grill.

Simplify Operations

Punchh Wallet aligns with PAR Technology’s mission to simplify restaurant operations and enhance customer engagement through connected, future-ready solutions. By unifying loyalty, payments, and guest data under one roof, Punchh Wallet overcomes the technological challenges that have deterred many restaurants from adopting integrated systems. This streamlined orchestration reduces the need for multiple vendors, driving operational efficiency and boosting revenue for restaurants.

“Punchh Wallet is helping us increase engagement in our app and provides our guests the added convenience at checkout to effortlessly pay and reap the rewards of our Healthy Rewards™ loyalty program—all in one click,” said Shannon Murphy, Senior Director of Digital Marketing & Loyalty at Smoothie King. “The ability to segment and incentivize users to utilize both saved payments and stored value in one execution is an incredibly compelling proposition for us as we continue to focus on digital growth.”

For more information, please visit partech.com.