News Briefs

ClientScan, a specialist face detection and recognition company, has launched a complete end-to-end artificial intelligence system that takes customer service to the next level by enabling front-of-house staff to deliver a personalized customer service by blending the digital and physical worlds.

In today’s digital world, we all expect that we can enter a hotel, club, restaurant, or airport lounge and check-in digitally - without needing any human intervention. While this model is quick and convenient and provides a frictionless service, for the VIP guest or when providing a luxury customer experience, winning the hearts and minds of guests is increasingly about getting inside their hearts and minds. Therefore, personalization is the key. 86% of buyers are willing to pay more for a great customer experience. (PWC)

With ClientScan installed, when a customer enters, a real-time alert is sent to staff, informing them that the customer has entered enabling front-of-house staff to offer a personalized greeting. The alert with the client intelligence can be delivered to all relevant services such as Customer Relations, Restaurants, Bar, Valet parking, and Spa as the customer enters together with key information such as allergies, favorite drink, spa treatment etc. ClientScan recognizes customers in less than one[1]tenth of a second and with an accuracy rate of over 99%.

The software is approved by Microsoft, and can be run on any standard Microsoft Windows PC that has access to one or many webcams. ClientScan is easy to install, with just a few clicks from the Microsoft App Store.

“ClientScan is one of the world’s first AI-driven facial recognition systems breaking new ground to innovate Customer Service,” said Laura Bedborough, Head of Business Development and co-founder of ClientScan. “Providing a personalized tailored experience differentiates a brand from its competitors and makes customers feel more valued, inspiring greater brand loyalty. Our solution represents a comprehensive and custom development of a Convolution Neural Network to ensure exceptional speed and accuracy whilst maintaining high levels of security.”

Focusing on providing exceptional customer experiences, brands can build lasting relationships with their customers and ensure their retention and long-term success. According to a McKinsey report, 76% of consumers say they're more likely to purchase from brands that personalize the experience and 80% of companies report seeing an uplift since implementing personalization technology. (Econsultancy)

The ClientScan end-to-end solution can be used on its own or be integrated into existing membership systems and is available now for the hospitality industry. Further product evolution, such as real-time centralized reporting, is in the product roadmap and will be launched in H2-2023.

Shiji, a global hospitality technology innovator, has partnered with IPORT, an award-winning manufacturer known for enhancing the usability of iPads and iPhones, to introduce an all-in-one software solution for hotel restaurants. This collaboration will provide hoteliers with a seamless combination of a tablet and payment device to maximize their F&B operations.

The integrated iOS and payment device solution simplifies guest service for hotel restaurant servers, providing them with an effortless tool to cater to their guests' needs. As a certified Apple partner, Shiji and IPORT guarantee exceptional performance and reliability. Hoteliers can choose from multiple device options, including iPad Pro, iPad Mini, and iPhone, ensuring flexibility and compatibility with their operations.

“IPORT products are built around modularity and flexibility that empower our hospitality customers to do more with the iOS platform. We are thrilled to partner with a leading iPad and iPhone cloud PMS and POS platform provider like Shiji,” said Chris Lawson, Head of Partnerships, IPORT. “We look forward to innovating with Shiji in disrupting legacy, monolithic providers who have limited the industry from harnessing the power of iOS and mobility. The future is bright, and the possibilities are endless with IPORT, iOS, and Shiji.”

"The partnership with IPORT is a significant milestone for Shiji in our commitment to provide innovative technology solutions for the hospitality industry," said Ryan King, Senior Vice President of Shiji in the Americas. "By combining our expertise with IPORT’s hardware solutions, we empower hoteliers to streamline restaurant operations and deliver exceptional guest experiences. This collaboration represents another step forward in our dedication to driving success in the Americas, and globally."

The tablet and payment device solution seamlessly integrates with multiple payment gateways, allowing hoteliers to choose the system that best suits their needs. By simplifying the payment process, it reduces operational complexities, minimizes errors, and saves valuable time and resources for hoteliers.

Steak n Shake will offer PopID Check In and PopPay on its self-ordering kiosks in select locations in the Orlando market, with plans to expand to more than 300 corporate locations. PopID Check In is an opt-in service that enables consumers to scan their face to automatically sign into their loyalty reward account and see their past orders, making the ordering process as convenient as possible. When a guest checks in with PopID, they also have the option to use PopPay to automatically complete their payment.

• 57% of respondents say enabling new payment options is a  top business driver impacting POS upgrade decisions, according to HT’s2 2023 POS Software Trends Report.

“Our partnership with PopID is a key part of our effort to provide guests with a fast and seamless ordering experience," said Keith Correia, Chief Information Officer. "When using PopID Check In, a guest does not need to use their phone or take out their wallet as part of the ordering process. They will automatically be checked in for loyalty rewards, and they can choose to make an automated payment with PopPay. A guest can even see their past orders and quickly reorder their favorite menu items. Ordering at Steak n Shake has never been easier or more convenient.”

In addition to enhancing the guest experience and improving order throughput, PopPay helps to reduce fraud and offers lower payment processing fees.

LivAway Suites™, the developer-centric, economy-extended stay hotel brand, has announced a partnership with software-as-a-service company, Virdee, to strengthen their technology-forward brand standards for guests.    

The collaboration with Virdee will implement a variety of user-friendly technologies in order to enhance and streamline the overall guest experience. These technologies include self-serve check-in, around-the-clock virtual reception, and pre-check-in options, as well as other web, mobile, and kiosk services. Through the digital guest engagement platform, customers will enjoy 24/7 touchless check-ins and digital room keys all from the palm of their hand. 

For developers, this partnership will provide a competitive advantage, operational efficiencies, and the ability to drive more revenue through cross-sale opportunities within the check-in process and add-ons available through the app.

"Contactless technology is a boon for our industry, and our partnership with Virdee provides a seamless digital guest service solution through mobile, kiosk and online - at the same time offering additional revenue streams and reducing operational costs at each LivAway Suites hotel," remarked Kevin Dailey, Chief Operating Officer of LivAway Suites. "Our partnership with Virdee doubles down on our commitment of being the most tech-forward brand in our segment 'because our guest deserves better™.'" 

"LivAway Suites' technology-centered, developer-focused approach makes them an ideal hospitality partner for Virdee", said Branigan Mulcahy, Co-Founder of Virdee.  "Leveraging the operational efficiencies that Virdee offers, gives LivAway Suites an innovative leg up on their competition in the extended stay segment."  

LivAway Suites, created "for developers, by developers™," currently has over 25 locations in various phases of development across the United States. Over the past few months, LivAway Suites has broken ground on locations in metro areas of Tennessee, Washington, and Utah, with many more markets to follow in the coming months.   

To learn more about LivAway Suites, visit www.livawaysuites.com  

With average U.S. hotel occupancy on track to reach 63.8% in 2023,¹ just shy of the pre-pandemic level of 65.9%, business and leisure travelers are packing into hotels throughout North America for a second consecutive year. Hotels have risen to the challenge by ratcheting up staffing and doubling down on customer service. According to the J.D. Power 2023 North America Hotel Guest Satisfaction Index (NAGSI) Study,^SM released today, staff service garners the highest level of satisfaction among all guest experience factors measured. Driven in large part by a hiring surge in the leisure and hospitality sector during the past 12 months, new and returning hospitality workers are providing a generally positive hotel stay experience.

“Hotel hiring continues to increase, and leisure and hospitality is the ‘rock star’ among industries reported in monthly U.S. Bureau of Labor Statistics employment figures,” said Andrea Stokes, hospitality practice lead at J.D. Power. “This boost in hotel staffing is showing up in the form of high customer satisfaction scores. Staff service is now the highest-scoring factor in this study across all hotel segments from economy to luxury, underscoring the critical role that frontline staff play in defining the guest experience.”

Following are additional key findings of the 2023 study:

• High scores for hotel staff linked to low problem incidence: Overall satisfaction with hotel staff is 701 (on a 1,000-point scale), making it the single highest-scoring factor in this year’s study. Hotel staff play a key role in avoiding and resolving problems, with 86% of hotel guests saying they experienced no problems during their stay.
• Creating a perfect lobby: Guests’ experience with hotel lobbies/common areas can positively affect overall satisfaction, but it plays out differently in various hotel segments. Among luxury hotel guests, for example, it is important to have a lobby that is modern and unique. In upscale hotels, particularly upscale extended stay hotels, guests are looking for a lobby that is welcoming and inviting.
• Value remains crucial to satisfaction: Value for price paid given quality and service received is still top of mind for hotel guests. Overall satisfaction among guests who rate the value for price paid of their guest room as excellent or perfect (on a scale of poor to perfect) is 302 points higher than among guests who do not.

Study Rankings

The following hotel brands rank highest in guest satisfaction in their respective segments:
Luxury: Waldorf Astoria (788) 
Upper Upscale: Hard Rock Hotels (723) for a third consecutive year and Margaritaville Hotels & Resorts (723), in a tie
Upscale: Cambria Hotels & Suites (738)

Upscale Extended Stay: Hyatt House (729) (for a second consecutive year)
Upper Midscale: Trademark Collection by Wyndham (762)

Upper Midscale/Midscale Extended Stay: Home2 Suites by Hilton (681)
Midscale: Tru by Hilton (708)
Economy: Americas Best Value Inn (637) and Microtel by Wyndham (637) in a tie

Economy Extended Stay: WoodSpring Suites (609)

The North America Hotel Guest Satisfaction Index (NAGSI) Study was redesigned for 2023. Now in its 27th year, the study measures overall customer satisfaction based on performance in six factors (in alphabetical order): communications and connectivity; food and beverage; guest room; hotel facility; staff service; and value for price. The study benchmarks the performance of 102 brands across nine market segments and is based on responses from 33,754 hotel guests for stays between May 2022 and May 2023.

For more information about the North America Hotel Guest Satisfaction Index (NAGSI) Study, visit https://www.jdpower.com/resource/jd-power-north-america-hotel-guest-satisfaction-index-study.