News Briefs

Maestro PMS announced the addition of MezzoPay as its new embedded payment processing solution. Powered by Fullsteam, MezzoPay equips hoteliers with the ability to offer seamless and secure transaction capabilities directly embedded within the hotel PMS.

Using MezzoPay, hotels partnered with Maestro PMS can eliminate the need for third-party payment processing gateways. MezzoPay is closely linked to Maestro, allowing operators to strip away layers of processing between guests and payment, reducing friction and providing a smoother customer experience open to fewer manual errors. The result for travelers is a faster check-in and check-out process and a more trustworthy payment portal, while operators gain access to more impactful transactional data and extensive insight into their property’s financial performance.

MezzoPay was made available to U.S. hoteliers as of April 2024 and is targeted to roll out to Canadian hoteliers in third quarter. Operators with access to MezzoPay have slashed third-party overhead fees and adopted a simpler transaction overflow that makes use of modern payment terminals.

Other benefits of MezzoPay include:

• Built-in PCI compliance tools, including Data Breach Protection designed to deter data theft and alert business owners when a breach has occurred.

• Improved security through tokenized credit card data.

• Access to an internal Payments Dashboard within the Maestro PMS dashboard.

• Reconciliation reports automatically delivered to hotel operators daily.

• Direct assistance from Maestro PMS’ leading support team, eliminating the need to interact with third parties.

• Securely accept tap to pay payments via contactless credit and debit cards, Apple Pay and other digital wallets.

• Direct integration within your hotel’s website, including compatibility with a range of e-commerce platforms.

• Access to MerchantTrack, a robust credit card processing reporting tool, directly through Maestro PMS. MerchantTrack allows hoteliers to closely monitor their payment transactions for sales trends, transaction volume data, and more.

“Hoteliers and travelers alike are seeking secure, reliable systems for payment processing and we are excited and honored to reveal MezzoPay as Maestro’s antidote to their concerns,” said Warren Dehan, president of Maestro PMS. “MezzoPay is built from the ground up to be embedded directly into Maestro PMS, and was designed to simplify payment processing at a time when it is at its most complex. MezzoPay strips this process down to the bare essentials for guests while gathering invaluable purchasing data for hoteliers. We believe MezzoPay will help even the playing field for hoteliers at a time when technology costs and complexity continue to grow, and we are thrilled to offer this technology to all Maestro users as soon as possible.”

Maestro PMS recently celebrated its “Accelerate 2024 Users’ Conference,” where the company showcased MezzoPay alongside multiple other additions to its industry-defining technology, including the organization’s new Client Reference Incentive Program.

For more information, visit www.maestropms.com.

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.”

Checkmate, a restaurant ordering solutions provider, acquired VoiceBite, a voice AI company that automates the restaurant ordering process with a "better-than-human experience." Their solution is built from the ground up using advanced Large Language Models (LLMs) that power today’s AI solutions, giving them the ability to learn and iterate faster. VoiceBite says it has been able to handle over 95% of voice-ordering scenarios without human intervention.

VoiceBite was designed to use the restaurant’s existing phone number, integrate with the POS, and get up and running in days. The plug-and-play setup requires zero staff training. As a part of the Checkmate platform, VoiceBite’s technology will help restaurants reduce operational expenses, expedite order fulfillment, and boost profit margins.

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

Voice AI as a whole is still a relatively new technology, and many solutions on the market are built on older data models that aren’t designed to interact with customers naturally as humans would. By acquiring VoiceBite, Checkmate also removes a layer of friction, allowing brands to offer AI ordering experiences through a unified platform, making it easy to go live in days, not months, and instantly track customer data alongside other channels.

Benefits

• Seamless integration & implementation: Checkmate's expertise in menu management and POS integrations means adding voice AI is straightforward, so your staff can focus on more high-value tasks.
• Smart upselling: VoiceBite's upselling engine suggests the perfect add-on item based on the customer’s order. The customizable feature is tailored for the highest conversion rate items, giving brands a reliable way to increase ticket size.
• Context-aware: Intelligently interprets vague requests, like choosing the largest size of wings (as opposed to 100 wings) or recalling past preferences during a call, allowing customers to order as they normally would at the restaurant.
• Multilingual human voices: Use voices with the friendly and engaging tone of your best employee with support for multiple languages to expand your reach. Gone are the days of robotic monotone voices and lifeless conversations.
• Natural cadence: VoiceBite's AI seamlessly handles interruptions mid-conversation, addressing customers' immediate requests and continuing the order for an intuitive experience.
• Text ordering & payment: This feature facilitates easy order placement and secure payments via text, adding another layer of convenience to make the ordering process even faster.
• Hands-on support: With VoiceBite now part of Checkmate, you get the same reliable customer service and 24/7 support to answer questions, resolve issues, and keep operations running smoothly.

"Acquiring VoiceBite allows us to provide a truly unified ordering experience for our restaurant partners," said Mike Bell, Checkmate's Chief of Strategy. "By integrating voice AI capabilities directly into our platform, restaurants can now offer seamless phone ordering and drive-thru (coming Q4 2024) alongside their other digital channels. This improves operational efficiency while delivering the exceptional service that keeps customers coming back."

"We're thrilled to join Checkmate and combine our advanced voice AI ordering with their solutions and integrations," said Robert Nessler, Founder & CEO of VoiceBite. "After collaborating with their team, we realized coming together would allow us to deliver exponentially more value through seamless, conversational AI ordering across all channels. This unification will rapidly accelerate voice AI development for restaurants."

With this acquisition, Checkmate further solidifies its position as an industry leader in the restaurant technology space. Restaurants using Checkmate gain access to an all-in-one platform powered by advanced voice AI, ensuring a consistent ordering experience no matter how their customers choose to engage. As the digital landscape evolves based on consumer demand and market forces, Checkmate will continue to expand its solutions to help brands grow their businesses however they choose.

See Checkmate at NRA Booth 6767. 

The  2024 State of the Industry: Future of In-Restaurant Dining report by Incisiv in collaboration with Toshiba Global Commerce Solutions,  delves into the evolving dynamics of the restaurant industry and explores the trends and solutions needed to stay ahead in a competitive market. The report emphasizes the necessity for establishments to transcend beyond mere convenience to integrate wellness, gastronomy, and unforgettable memories into the dining experience. 

"Dining is a fundamental part of our daily lives, deeply intertwined with emotion and connection," says Giri Agarwal, Chief Strategy Officer at Incisiv. "Restaurants must evolve from focusing solely on convenience to creating truly memorable experiences that bring people together. Smart investments in technology are key to realizing this vision, enabling personalized and engaging dining experiences that resonate deeply with diners." 

Technology such as interactive digital menus, in-restaurant mobile apps, and augmented reality experiences are playing a vital role in empowering restaurants to stay relevant and meet the evolving needs and expectations of diners.  

“Artificial intelligence (A.I.) is revolutionizing our world, and in the restaurant industry, it has the potential to unlock unparalleled opportunities for tailored experiences and operational efficiency,” said Fredrik Carlegren, VP and Head of Marketing and Communication at Toshiba Global Commerce Solutions. “For the consumer, this may look like a personalized menu recommendation based on individual tastes and dietary preferences or having A.I. integrated into proximity sensors that monitor dine-in, pick-up, and delivery logistics so diners receive their food quickly and efficiently. Operationally, A.I.’s predictive capabilities empower precise staff scheduling and optimize inventory management to ensure seamless kitchen operations while minimizing waste.”  

• 52% of restaurants are using AI to analyze sales data and other relevant data to predict future sales, according to HT’s 2024 Restaurant Technology Study

Key highlights from the study include: 
 

·       Digital Technology Simplifying Group Dining: Group meals are being reimagined with digital technology to enhance enjoyable dining experiences and remove logistical hurdles. Only 13% of restaurants offer digital experiences to simplify group dining, such as easily splitting bills or streamlined ordering.  

·       Third-Party Delivery Platforms Dominate, but Direct Relationships are Underdeveloped: While 77% of restaurants utilize delivery platforms to expand their customer base, an astonishingly low 8% have successfully integrated their loyalty programs with these services, meaning there is a significant opportunity for restaurants to connect on a deeper level with repeat guests.  

·       Unified Technology and Fast Service are Elevating Dining Experiences: To ensure a seamless flow from the kitchen to the table, 38% of restaurants are implementing POS systems that can handle in-store and online orders to streamline operations.  

·       Innovations in Operational Strategy Critical for Addressing Digital and Traditional Dining Demands: As restaurants strive to cater to both digital orders and in-restaurant diners, 57% have shown capability in managing multiple order types. Nevertheless, the integration of POS systems that equally support in-store and online orders stands at 38%, emphasizing the need for continued innovation in seamless operational integration.

·       Rapid Prototyping and AI Adoption Highlight Innovation Urgency Amidst Infrastructure Challenges: Despite 79% of restaurants prioritizing new dining experience prototyping, satisfaction with their technological infrastructure is notably low, at just 22%. This highlights a pressing need for enhanced, adaptable technology solutions to support ongoing innovation and efficiency improvements. 

2024 could be a pivotal year for restaurants to overhaul their technology infrastructure, investing in adaptable, scalable solutions to support rapid innovation to meet evolving consumer expectations. Based on the findings from the study, restaurants will increasingly focus on creating more engaging, story-driven dining experiences, harnessing technology and community partnerships to deepen emotional connections with their guests. The report surveyed 127 restaurant executives across the U.S. and Canada and outlines how restaurants use integrated technology solutions to enhance customer experiences and connections.  

• Increased AI Adoption: A significant rise in AI usage has been noted, with 70% of respondents now using AI tools, up from 43% in November 2023. This marks a pivotal shift in the industry's approach to modern technological solutions.  This is inline with finding from HT's Lodging Technology Study:  70% hoteliers say AI for predictive analytics  has moderate to major potential, 

• Strategic AI Applications: Property managers are deploying AI for dynamic pricing (41%), enhancing guest experiences (30%), and improving marketing strategies (29%). These applications are proving essential for operational efficiency and competitive advantage.

• Time and Cost Efficiency: While 31% of respondents have not observed a reduction in costs due to AI implementation, 35% reported substantial time savings, equivalent to four additional workdays per year. This figure increases to 47% among those managing over 26 properties.

• Prevalent Tools and Concerns: The most widely used AI tools include both the paid and free versions of ChatGPT. Despite the advantages, 65% of participants expressed concerns about AI's ability to foster genuine human connections, and 54% were skeptical about AI handling complex guest issues.

• Optimism About AI's Future: Overall, 75% of property managers and owners are optimistic about AI, with 61% recognizing it as a competitive edge in the marketplace.