News Briefs

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.

accesso Technology Group, a technology solutions provider for attractions and venues worldwide, announced the launch of accesso Freedom – accesso’s robust, fully hosted point-of-sale (PoS) platform and the latest addition to the company’s suite of technologies. Fast, frictionless, highly flexible and instantly scalable, accesso Freedom introduces a new standard of excellence in cloud-native restaurant and retail solutions for theme parks and attractions, ski areas, cultural venues, resorts and casinos.

As a unique, multi-tenanted and highly configurable Software-as-a-Service platform, the accesso Freedom solution is the first tier-one solution designed specifically for the cloud. Empowering venues to unify restaurant and retail transactions on a single platform, the solution is flexible and powerful enough to scale seamlessly for venues of any size.

The accesso Freedom platform builds upon intellectual property acquired from solutions provider Omnico Group, which – with over 20,000 installations across many of the most prestigious and well-known venues around the world and supporting more than 200M guests per year – served as the leading PoS provider for leisure & entertainment industry operators. Leveraging that depth of experience and functionality, the newly designed accesso Freedom solution delivers a modern, fully hosted restaurant and retail platform optimized for speed, flexibility and ease-of-use.

With open architecture and full API access, accesso Freedom provides operators unlimited options for service delivery to improve both guest convenience and operational efficiency. The solution is designed to serve the rapidly evolving marketplace in shifting from traditional point-of-sale terminals to more forward-thinking options, helping operators to meet guests where they are with mobile ordering, kiosks, and other self-service and automated check-out options. Powerful integrations enable operators to leverage emerging technologies such as chat bot ordering and voice-based transactions.

“Today’s guest requires convenience and flexibility, and the industry needs a solution for restaurant and retail selling that can deliver on those demands” said Steve Brown, accesso CEO. “With the launch of Accesso Freedom, we are proud to usher in a new era of consumer engagement for an expansive selection of venue types across the entire leisure, entertainment and hospitality sectors.”

In addition to its cloud hosting, scalability and cross-functionality to service both restaurant and retail in a single platform, accesso Freedom offers:

• Unified sales across all touchpoints, including kiosks, mobile ordering and operator-driven transactions;
• Full support across table service and quick service-style operations;
• Comprehensive kitchen management for orders across all order entry points;
• Support for a wide range of retail pricing structures and promotions;
• Integrations to complementary solutions (including player management for casinos);
• User-friendly, intuitive system administration and reporting;
• Loyalty program support; and,
• Cashless wallets and entitlements.

Providing a comprehensive view of a venue’s retail and dining salespoints, accesso Freedom empowers operators to easily manage, control and enhance their guest engagement unlike ever before. And clients of accesso Freedom join more than 1,000 venues around the globe in benefitting from the world-class support, expertise and partnership of accesso. To learn more about accesso Freedom, visit https://www.accesso.com/solutions/restaurant-retail.

Surfsand Resort in Cannon Beach, Oregon has built its long-held reputation as a leading vacation spot in part based on its enviable location overlooking the iconic 235-foot-high Haystack Rock just off the Northwest Pacific Coast. In 2022 the resort further elevated its stature by updating all the property’s systems prior to a property-wide renovation and expansion starting in November 2023. Surfsand also reinforced its allure as a destination for special moments by introducing various packages of themed experiences and upgrades individual guests and groups can reserve in addition to their rooms. Coinciding with these advancements, Surfsand decided to upgrade its operational and digital capabilities by choosing property management, point-of-sale and payment processing software and systems from Agilysys.

In addition to improving efficiency for both guests and staff, the new software will help Surfsand unify data on guest preferences across various property experiences so that each stay can be tailored in advance with special amenities and offers, and so that staff can personalize their interactions with guests before, during and after each stay.

The property’s diverse offerings include those that are family-friendly, such as Taffy the Puffin birthday bashes, guided tide pool excursions, group photo shoots and beach bonfires featuring s’mores; those with romantic appeal such as sunset dining on the beach, couples spa retreats and art tours; and those designed for pet lovers, such as pet-friendly rooms, furry guest welcome baskets that provide a towel, a placemat, bowls for food and water and tasty treats at check-in, and activities designed for pet participation. 

Surfsand General Manager Phillip Wilson noted that systems that make these enriched guest experiences easy to discover and reserve are integral to the property’s evolution.

Wilson said, “Our one-of-a-kind location supports delivering unique guest experiences, whether visitors are designing their dream weddings, celebrating family milestones, or connecting more closely as couples. When evaluating technology systems, it was essential that we be able to tailor them to fit our hotel and the special things we do for our guests. Our guests are looking to book more than rooms; they want to book something special. Our technology systems need to make it easy for guests to connect with all the amenities and thoughtfully designed experiences we offer, so Surfsand can be not only their favorite resort, but the one to which they return most often to enjoy personalized experiences they cannot find elsewhere.”

While the ability to tailor the technology to Surfsand’s unique offerings is important, Wilson said his number one driver in selecting systems is customer service he can count on. “I have worked with Agilysys and numerous other hospitality technology providers, and Agilysys’ support is hands-down better than all the rest,” Wilson said. “All of us users know systems, no matter who provides them, will have problems or even fail from time to time. Knowing that skilled and intelligent support is there to help and that response times are quick is hugely important. Agilysys has that advantage,” he said.

Wilson also noted that properties that are not part of a standardized brand structure greatly benefit from the ability to tailor reports and functions for their unique guest and market data requirements. “In non-branded hotels, operations change and different needs pop up, so we often need custom data sets,” Wilson observed. “Other hospitality technology providers, including the largest ones, charge customers for any report you ask to have built. Agilysys accommodates diversity in how properties operate without exacting that financial burden,” he concluded.

A pleasant surprise was how quickly the Surfsand staff members were able to learn the new software as well as operate it proficiently. “When software is intuitive and easy to learn, user satisfaction is meaningfully higher,” Wilson said. “We were pleased with how quickly our staff members became comfortable operating even the advanced capabilities of the system,” he added.

Jeba Kingsley, Agilysys vice president of professional services, commented that Surfsand’s goals make the property an ideal customer for Agilysys solutions. “Helping Surfsand create deeper understanding of guests and staff over time so they can continuously evolve personalized, unique and enhanced experiences is the perfect role for Agilysys solutions,” Kingsley said. “Our solutions provide best-of-breed operating performance when deployed standalone, and also are designed to work together across a hospitality ecosystem to deliver exponential value as each solution contributes data to create and utilize a unified profile for each guest over time. We get energized when working with customers such as Surfsand who recognize the long-term advantage of using their hospitality technology systems to enhance guest and staff experiences and to take satisfaction to a higher level,” Kingsley added.

Versatile PMS Capabilities Support Efficiency and Deeper Guest Knowledge

Key drivers for Surfsand’s PMS selection were the ability to manage a diverse mix of accommodations and amenities; the ability to leverage efficient cloud-based operations while also maintaining offline operating integrity during Internet challenges; and rich digital and mobile options for both guests and staff.

The system also equips staff to see and book available upgrades, dining and activity reservations and Experience Enhancement packages in a single session from a single comprehensive view without switching among different systems. In turn, guests also can experience personalized offers when booking in advance and while they are checking in. Intuitive interfaces, simplified workflows, and groupings of commonly used tasks also make user training simpler and faster.

Proven Point-of-Sale and Payment Solutions Maximize Security and Convenience

Agilysys POS and payment solutions enable Surfsand to use a wide range of traditional fixed-station POS terminals and mobile devices (across Microsoft Windows, Android and iOS operating systems) to match the needs and style of different venues and revenue centers across the property.

Guests can pay for restaurant checks and other transactions using their mobile phones through one of the first point-to-point encryption (P2PE) payment solutions for hospitality validated by the PCI Security Standards Council. Surfsand can deliver secure electronic payments across guest experiences, including countertop, table service, EMV, mobile tablet, and signature capture scenarios. They also can choose from a broad array of U.S. credit card processors and can easily change equipment as technology evolves.

 

“Agilysys has been a terrific partner in helping us to map out our hospitality technology evolution, and we look forward to continuing to create new ways to delight guests leveraging the advanced capabilities these systems enable,” Wilson concluded.

World Cinema, a provider of video, advanced connectivity and professional services to guest-centric properties worldwide, announces the launch of the next generation of WorldVue. As the company’s solution to the future of in-room entertainment, the guest experience platform receives key upgrades, including a new mobile remote look and the ability to customize the home page through the PMS or loyalty status.

“Just as guest expectations continue to evolve, so does our technology. We are dedicated to providing our partners and their guests with innovative solutions that are customizable, easy to navigate and reflect the trends we’re seeing across the industry,” says Robert Grosz, President at World Cinema. “We’re thrilled to share the next generation of WorldVue as an exciting upgrade for our existing partners and a top tier platform for our future partners.”

Providing hotels with the most innovative technology and entertainment services available, this enhanced version of WorldVue helps hotel properties build brand loyalty, entertain guests and increase guest satisfaction through its full list of features, including interactive channel guides, customizable in-house channels, patented secured casting, streaming apps, in-room checkout, livestreaming of events and more. It also functions as an advertising platform for hotels to generate additional ROI. Now in use in over 400,000 rooms already, hotels can enjoy the platform’s new and improved features, such as:

• Customized for the property and brand, personalized for the guests
• Upgrade available with no guest interruption or new equipment
• Easy access to casting, streaming, live feeds, and FTG content
• Upgraded Mobile Remote for cleanliness and ease of use, with no app download required
• Includes Customer Portal for access to amenities, events calendar, weather, local attractions, service requests, checkout, and more

DTG, a provider of power systems and mobile workstations, introduced the Cooler PowerStation. The new workstation mobilizes the beverage concession stand and brings refrigerated beverages directly to customers at stadium events and other venues, where the ability to untether concessions from fixed locations can drive a better patron experience, reduce wait times and boost profitability. 

Mobile Beverage Solution

The Cooler PowerStations were developed following a pilot project for Levy Restaurants, a restaurant and hospitality company serving major sports and entertainment venues. As the concessionaire for Texas A&M football at Kyle Field in College Station, Texas, a venue that seats more than 100,000 fans, Levy was using DTG mobile workstations to mobilize beverage operations. The pilot was successful, yet Levy realized that it needed additional beer capacity to reduce the need for restocking during full-capacity games. DTG designed the Cooler PowerStation to meet that demand.

 

• Read more tech-centric National Restaurant Association Show news on HT

Well suited for high-volume beverage sales at stadiums and other high-density venues, the mobile, top-loading Cooler PowerStation features a large temperature-controlled refrigerated cooler area that holds up to 576 12-ounce cans and supports additional capabilities, such as a POS system. The workstations include motorized casters, which reduce worker fatigue and make it easy to traverse large stadiums over many surfaces, such as concrete, tile and outdoor environments. This enables them to more easily bring beverages to prime locations, untethered from brick-and-mortar locations and the need for fixed electrical power sources.

Additionally, the Cooler PowerStation’s lithium iron phosphate (LFP) battery system provides safe and long-lasting power to keep beverages ice cold for over 12 hours on a single charge. The sleek and professional design of the carts make them attractive additions to club suites and other stadium areas. 

 See it in action in NRA Show Booth 2784.

GoTab unveiled an integration with OpenTable to improve operations for a smoother-running, faster-turning front-of-house.

Connecting OpenTable’s reservation data with checks on the GoTab point-of-sale (POS), the integration empowers restaurants with valuable insights into guest spend, table status and order history to paint a holistic view of the floor and streamline operations from host to management level. With real-time status updates on each table and automated check creation once a meal is completed, the integration enables restaurants to improve turnaround times and maximize throughput. Additionally, instant access to information from guests’ past visits and interactive reports provide visibility into real-time performance, revenue, and more, while allowing operators to provide a more personalized guest experience.

• 63% of restaurants say their top strategic goal is improving digital customer engagement, according to HT's 25th annual Restaurant Technology Study

Stone Brewing is the first operator to leverage the integration to increase efficiency and improve the guest experience at its tap rooms.

“The GoTab and OpenTable integration (is) ... providing us with valuable insights into our guests’ spend, helping us manage our tables more effectively and getting real-time notifications when spend thresholds are reached,” said Allison Lawley, Director of Hospitality Operations at Stone Brewing. “With this integration, we can now provide our guests with even better service, making sure their experience at Stone Brewing is unforgettable.”

• Read more tech-centric National Restaurant Association Show news on HT

OpenTable easily integrates into the GoTab POS to connect real-time data – such as table status and spend – providing the host and wait staff the information they need to increase turnover and enhance hospitality.

To learn more about the GoTab and OpenTable integration, visit https://gotab.com/integrations/opentable.