News Briefs

With demand for spa services outpacing resources available to deliver them, it is increasingly vital for spa operators to optimize how they align staff and service reservations to optimize revenue and profit per time booked.

Agilysys Spa, a next-era cloud-native spa solution debuting from Agilysys (Nasdaq: AGYS) at the 2023 ISPA Conference at the Mandalay Bay hotel in Las Vegas May 9 – 11, features capabilities that equip spa operators to continuously optimize how they accept and manage reservations based on financial outcomes as well as guest and staff satisfaction.

“Agilysys Spa is the result of close collaboration between the former ResortSuite team and the spa team at Agilysys,” said Frank Pitsikalis, founder and former Chief Executive Officer for ResortSuite, which Agilysys acquired in 2022. Pitsikalis now serves on Agilysys’ leadership team as vice president, product strategy, hotels.

Pitsikalis continued, “At last year’s ISPA we helped customers and prospects understand what ResortSuite’s recent acquisition by Agilysys would bring to the industry. This year, we are demonstrating in Agilysys Spa the tangible advantages of our teams becoming one. The 2022 ISPA U.S. Spa Industry Study, which is the most current published research, estimates more than 45,000 spa-related job vacancies across the United States, making it essential to leverage smart technology to optimize decisions regarding which services to offer at which times based on historical trends, near-real-time demand and capacity constraints. Adding intelligence on hotel occupancy patterns by guest volume and by guest persona further strengthens decision intelligence. That is a key advantage we deliver in Agilysys Spa.”

In Booth #816 Agilysys representatives will showcase Agilysys Spa capabilities, including: 

• Intelligent Spa Management that uses data to help spa operators grow revenue based on yield-management insights that include real-time availability, optimized pricing and maximized therapist and treatment room utilization. The system equips operators to easily adjust appointments and minimize gaps across all booking channels.
• Minimum Gap Allowance Protection to optimize capacity utilization and revenue when spas allow patrons to book reservations online. Smart resource management within Agilysys Spa ensures that reservation times, service types and skill profiles of available staff are intelligently coordinated to prevent gaps of unused time and unused staff service delivery capabilities. For online bookers, Agilysys Spa presents reservation choices only for ‘best use’ services and times based on historical and predictive intelligence that continuously aligns demand with capacity to optimize revenue across available time.
• Multi-Experience Booking, which enables guests to book spa reservations as they book hotel reservations, from a common screen view in the same session without switching systems.
• Mobile Convenience, empowering guests to check-in and check-out from spa services at their convenience using their mobile devices, as well as adjust appointments, complete intake information and purchase spa products.
• Retail Revenue Optimization, which enables spa employees to easily add retail sales to the guest’s spa experience to extend treatment benefits and heighten positive customer experiences.
• Seamless Guest Data through integration with property management system (PMS) solutions, including Agilysys PMS. Sharing guest information with PMS systems gives staff a more comprehensive view of each guest and their interactions across the property and over time so that offers and experiences can be personalized based on a deeper knowledge of guest preferences.

Pitsikalis, who also serves as ISPA Board Chairman, will share insights on optimizing spa earning potential as a speaker on the Pricing Strategies to Maximize Revenue panel from 8-9 a.m. PDT Wednesday, May 10. This learning opportunity will include insights into best practices and new strategies to maximize revenue and profit potential.

“Understanding  the entire guest experience is vital to understanding how optimal spa operations can heighten Return on Experience for each guest personally,” said Pitsikalis. “Agilysys Spa delivers best-in-class performance for spa operations and delivers even deeper insights when connected seamlessly with other applications in the Agilysys end-to-end hospitality ecosystem or with solutions from other providers.”

Agilysys is proud to support ISPA and has a multi-year commitment to donate money toward the ISPA Foundation Mary Tabacchi Scholarship, awarded annually to a college or university student enrolled in spa management.

Wendy's and Google Cloud announced an expanded partnership to pilot an artificial intelligence (AI) solution, Wendy's FreshAI. The technology has the potential to transform Wendy's drive-thru food ordering experience with Google Cloud's generative AI and large language models (LLMs) technology.

Demand for Drive-Thru

With 75 to 80 percent of Wendy's customers choosing the drive-thru as their preferred ordering channel, delivering a seamless ordering experience using AI automation can be difficult due to the complexities of menu options, special requests, and ambient noise. For example, because customers can fully customize their orders and food is prepared when ordered at Wendy's, this presents billions of possible order combinations available on the Wendy's menu, leaving room for miscommunication or incorrect orders. Google Cloud's generative AI capabilities can now bring a new automated ordering experience to the drive-thru that is intended to enhance the experience that customers, employees and franchisees expect from Wendy's. As HT reported last month, one Wendy's franchise, Wenspoke, is expanding its use of AI in the drive-thrus.

"Wendy's introduced the first modern pick-up window in the industry more than 50 years ago, and we're thrilled to continue our work with Google Cloud to bring a new wave of innovation to the drive-thru experience," said Todd Penegor, President and CEO of the Dublin, Ohio-based QSR. "Google Cloud's generative AI technology creates a huge opportunity for us to deliver a truly differentiated, faster and frictionless experience for our customers, and allows our employees to continue focusing on making great food and building relationships with fans that keep them coming back time and again."

Pilot Near HQ

In June, Wendy's plans to launch its first pilot of Google Cloud's AI technology in a Columbus, Ohio-area, Company-operated restaurant, using those learnings to inform future expansions to more Wendy's drive-thrus. The pilot will include new generative AI offerings, such as Vertex AI and more, to have conversations with customers, the ability to understand made-to-order requests and generate responses to frequently asked questions. 

This will all be powered by Google's foundational LLMs that have the data from Wendy's menu, established business rules and logic for conversation guardrails, and integration with restaurant hardware and the Point of Sale system. By leveraging generative AI, Wendy's seeks to take the complexity out of the ordering process so employees can focus on serving up fast, fresh-made, quality food and exceptional service.

Today's update builds upon Google Cloud's and Wendy's long standing partnership to enhance the Wendy's restaurant experience. Since 2021, Wendy's has leveraged Google Cloud's data analytics, AI, machine learning (ML), and hybrid cloud tools to make it faster, easier, and more convenient for customers to access the brand.

As part of a national effort to raise awareness and offer expert insights, Denny's is kicking off a series of summits focused on how companies and individuals can better manage and improve their mental health and wellness.

The first summit is taking place on April 22 at the HPAC Theater in Spartanburg, S.C. The summit will be free to the public and attendees can participate in-person or virtually.

"Denny's has always been committed to feeding people's bodies, minds, and souls, and this summit series perfectly aligns with our holistic approach to wellness," said Kelli Valade, CEO of Denny's. "The COVID-19 pandemic has placed the topics of mental health and personal well-being front and center. Now is the time to think about how we can bring our whole selves to all facets of our lives, including the workplace."

The summit keynote speaker is Dr. Daniel E. Dawes, Senior Vice President for Global Health and Executive Director of the Institute of Global Health Equity at Meharry Medical College. Dawes will discuss the importance of addressing mental health equity and the path forward to achieving a healthier society. Other nationally recognized panelists include:  

• Dr. Shaneeta Johnson, a surgeon, clinician, educator, and researcher at Morehouse School of Medicine and Senior Fellow in Global Health Equity at the Satcher Health Leadership Institute
• Dr. Monique May, a board-certified and licensed family physician best known as the "Physician in the Kitchen"
• Dr. Bennie L. Harris, Chancellor of the University of South Carolina Upstate
• Sharon Lykins, Denny's Vice President of Product Innovation

"Mental health and wellness significantly impact the quality of life of individuals, families, and communities across the Upstate region and beyond," said USC Upstate Chancellor, Bennie L. Harris, Ph.D. "We are thrilled to join forces with a global leader like Denny's to address one of the most critical public health issues of our time."

Journalist Roland S. Martin will moderate two panels, "Mindful Eating," which will address the connection between food and wellness, and "Wellness at the Workplace," which focuses on mental health at work.

A second mental health summit will be offered on October 10 in Nashville, Tennessee.

A Domino's Pizza franchise, Team Washington Inc., has earned over $163,000 in proven incremental sales and $78,000 proven incremental profit since partnering with Upside last summer. With an overall ROI of 73%, this partnership marks a new and innovative approach for the pizza retailer in attracting, retaining and satisfying customers while maintaining a profitable business model. 

Additional Revenue 

“The restaurant industry has been significantly hit by record-level inflation, so we needed to change how we approach and attract customers,” said Lauren Kibler, Director of Marketing & Development at Domino's Team Washington Inc. “Our partnership with Upside adds value for existing and new customers alike, ultimately allowing us to continue growing our business.”

Upside’s technology helps Team Washington identify nearby customers not dining at their restaurants and uses profitable cash back promotions to welcome them through their doors. Since partnering with Upside, 50% of the transactions from Upside were from new customers. 

“Team Washington, Inc. is a savvy retailer who recognized that paying for clicks and impressions do not necessarily guarantee a positive impact on their bottom line,” said Ryan Gaylor, Vice President of Restaurant at Upside. 

More than 50,000 food and fuel retailers partner with Upside to connect their businesses with nearby consumers to drive incremental profit. On average, restaurants on Upside receive 1.6x more visits from customers, which drives more transactions, more spend, and proven profit. To learn more, visit upside.com/business/restaurant. 

 

XTM Inc., a Miami and Toronto-based Fintech creator of disruptive payment innovations and mobile solutions specifically for service industries including hospitality, personal care and service staff, announced that the Company closed a partner agreement with Virtual Health Care Provider CloudMD Software & Services Inc., enabling them to offer on-demand health care and mental health support to their 200,000 Today Program members.

The Company notified employers of the offering via an internal message yesterday and had opt-ins of 70 locations representing close to 5,000 service workers. Individual members will also have the opportunity to opt-in directly through their Today Financial app.

“We are committed to helping to inspire today's service workers,” said Marilyn Schaffer, XTM, CEO. “Financial wellness is closely linked to physical  and mental wellness and to this end, we are thrilled to add virtual health care to our portfolio of inspirational offerings. Helping reduce absenteeism, improve productivity and lessening the anxiety associated with waiting in a walk-in clinic, for example, with your child while you're supposed to be on-shift are all benefits we want the Today employer and member to embrace. We worked hard to find a partner that would support the mental health aspect of wellness, and enable us to offer this for a small monthly fee that is less than many people spend on a single latte. We found that in CloudMD.”

“Our partnership with XTM will enable us to empower their members to lead healthier lives,” said Adam Kelly, EVP & Chief Commercial Officer of CloudMD. “We know the traditional healthcare system is strained, and through our EAP and telemedicine programs, we can offer faster time to care for both personal and medical challenges. Service industry workers face difficulty in accessing care due to their changing and irregular work shifts. There's no need for them to spend weeks waiting for a General Practitioner (“GP”) appointment.”

The new partnership will enable large chains, individual locations, or individual workers to opt-in at an attractive per-member, per-month cost, enhancing the value of being an XTM member and improving health, wellness, and productivity of participating organizations. 

TGI Fridays today unveiled its newly reimagined Fridays Rewards loyalty program, helping guests enjoy their Fridays' favorites more frequently, for less.

The revamped Fridays Rewards program streamlines the restaurant loyalty experience, making it simpler for fans. With the free-to-join program, members are able to link with their cell phone number to automatically earn a point for every dollar spent – no app download required.

• 71% are leveraging data gathered via the POS for digital engagement, according to HT’s 2023 POS Software Trends Report.

"We want to give our fans more opportunities to enjoy those Fridays feels each and every day at our restaurants. The new Fridays Rewards program is our way of showing appreciation to our loyal guests and offering them more flexibility in what menu items they can enjoy on us," shared Lindsay Eichten, Director of Loyalty, CRM, and Paid Media at TGI Fridays, and  HT's  Top Women in Restaurant Technology Rising Star Award Winner. "With the revamped program, we are helping guests redeem rewards as often as possible, so they know they can always get a delicious deal and meal at Fridays."

As fans accumulate points, they have the flexibility to curate how they redeem them across two reward tiers.

How it works

• 75 Points: Score any appetizer, kid's meal, nonalcoholic beverage, or dessert for free
• 150 points: Score any entrée for free

To celebrate the launch of the refreshed program, TGI Fridays is helping guests earn their first free reward even faster. Any guest who makes a purchase between May 12 and June 12 will receive 150 bonus points – enough to enjoy a free entrée on their next visit.

The new Fridays Rewards also brings diners more everyday rewards, including either free chips & salsa or $3 off any appetizer, once per day, every day. For even more savings, the program will offer members personalized monthly offers that help them accumulate points faster.