News Briefs

U.S. hotels added 1,200 jobs to their payrolls in April, according to the latest government data that shows employment in the industry is still far from pre-pandemic levels.

Total hotel employment stands at about 1.92 million, according to the Bureau of Labor Statistics. That’s 193,600 fewer workers in the industry than in February 2020, just before the pandemic hit.

“Hotels are doing all they can to attract and retain workers, but the nationwide workforce shortage is preventing our industry from reaching its full potential,” said AHLA Interim President & CEO Kevin Carey. “AHLA members need help filling open jobs so they can maintain and expand operations. The Department of Homeland Security can provide vital assistance by making available nearly 65,000 additional H-2B visas. Meanwhile, we are urging Congress to pass three important bills to help grow our nation’s workforce: the Asylum Seeker Work Authorization Act, the H-2 Improvements to Relieve Employers (HIRE) Act, and the Closing the Workforce Gap Act.”

Hotel Workforce Overview

Hotels continue to offer increased wages, benefits, and workplace flexibility to attract and retain workers in the face of a nationwide workforce shortage:

• Since the pandemic, average hotel wages (+26.7%) have increased 24% faster than average wages throughout the general economy (+21.5%).
• Despite these increases, there are currently tens of thousands of open hotel jobs in the U.S., according to Indeed.

Nationwide workforce overview

• As of March, there were 8.5 million job openings in the United States and only 6.4 million unemployed people to fill those jobs, according to the Bureau of Labor Statistics.

AHLA workforce policy priorities

AHLA is calling on the Department of Homeland Security to expand the workforce by making available nearly 65,000 additional H-2B temporary nonagricultural worker visas as soon as possible, under authority Congress gave it as part of the Further Consolidated Appropriations Act.

AHLA also urges Congress to pass the following bills to help expand the workforce so hoteliers can maintain and expand their operations:

• The Asylum Seeker Work Authorization Act (S.255/H.R.1325) would allow people seeking asylum at ports of entry to be eligible for work authorizations starting 30 days after they apply for asylum, provided their applications are not frivolous; they are not detained; their identities have been verified; and their names are run through the federal government’s terrorist watch lists. This change would help hotels address critical staffing needs by allowing certain asylum seekers to work as soon as 30 days after applying for asylum. Current law prevents them from legally working for at least six months, forcing them to rely on assistance from local governments and communities.
• The H-2 Improvements to Relieve Employers (HIRE) Act (H.R. 4708) would expand the H-2A/H-2B labor certification period to three years and permanently authorize the waiver of in-person interviews for returning workers. The HIRE Act would make it easier for qualified workers to secure jobs in fields that are struggling to recruit and retain enough employees to meet demand. By growing the pool of seasonal workers, the bill would give seasonal small business hotels critical staffing relief and facilitate the hotel industry’s continued recovery.
• The Closing the Workforce Gap Act of 2024 (H.R. 7574) would replace the arbitrary annual cap of 66,000 H-2B guestworker visas with a new, needs-based system for allocating visas.

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.”

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.

Ooma, Inc., a smart communications platform for businesses and consumers,   announced that Ooma AirDial , a solution for Plain Old Telephone Service (POTS) replacement, is now available in Canada. 

POTS is being rapidly phased out in all Canadian provinces. The two dominant providers of POTS service – Bell Canada and TELUS – have both announced plans for copper network decommissioning.

This impending “copper sunset” is a challenge for businesses with mission-critical equipment such as fire alarm panels, elevator phones, building entry systems and industrial controls that rely on POTS lines. Even before copper lines are shut down, businesses face significant hikes in monthly rates as legacy carriers encourage their customers to move away from POTS.

Ooma AirDial delivers turnkey replacement for POTS lines through an analog-to-digital phone service that is built specifically for compatibility with business equipment and life-safety devices, and is designed with regulatory compliance in mind. A fully integrated solution, AirDial provides hardware, software, wireless connectivity and remote management – all from a single vendor.

Ooma has been providing cloud-based telecommunications solutions in Canada since 2005 and currently maintains an office in Vancouver for software engineering, product development, customer support and research.