Hotel management system RoomRaccoon has partnered with Adyen, the global financial technology platform of choice for leading businesses, to enhance its digital product’s payment capabilities, making payments for hoteliers easier, more affordable and more secure.

The two-way connection between the solutions will seamlessly automate payment processing for hoteliers through the RoomRaccoon booking engine, channel manager and front desk, track payments in real time and reduce the risk of fraud, identity theft, and illicit activities.

With an impressive international reach, the partnership with Adyen will see RoomRaccoon expand its payment offering in 28 markets, including new destinations in Europe and North America.

The partnership will also build on payment methods in RoomRaccoon’s payment platform. With Adyen and RoomRaccoon, hotels can benefit from a well-established system of payment methods, including local payment method preferences, that their guests know and trust.

Frits Beyer, Payments Manager at RoomRaccoon, says: “The modern guest values convenience. They want to see options like alternative payment methods and touch-free experiences woven into their stay. With personalized, flexible payment technology, hotels can create the best payment experience for guests and secure repeat business for their properties. We’re excited to partner with Adyen to enhance our client’s payments offering and deliver five-star experiences for guests.”

Mark Rademaker, Head of Hospitality at Adyen adds, “Adyen’s technology gives hospitality staff an automated solution that unifies front-of-house and online booking systems with information in real-time, meeting the demands of customers. Our financial technology empowers guests with a choice of how to pay upon check out, with the assurance that payments are seamless and secure. We’re excited to support RoomRaccoon with its international growth strategy, accepting global and local payment methods while being compliant with country regulations, so the business can grow at scale.”

- Canary Technologies, a leading hotel guest management system, conducted a survey of 1,000 recent hotel guests and 300 hotel workers to uncover guest tipping behavior in hotels. While tipping in the service industry is a well-established American custom and an essential part of worker wages, tipping in the hotel industry lacks transparency. The survey results show that tipping in hotels is less prevalent than other service industries. partly due to friction in the current tipping process.

The survey found many inconsistencies in reported tipping behavior. While 79% of hotel guests think hotel workers should receive tips, only 59% reported leaving one at their most recent hotel stay. However, hotel workers say that only 30% of guests actually tip staff members. In contrast, 99% of recent hotel guests claim to tip at restaurants when they dine out.

Approximately 70 percent of housekeepers said tips from guests have stayed the same or decreased over the past 5 years. In an increasingly cashless economy, about 60 percent of hotel guests claim to carry less cash than they did just five years ago. Correspondingly, the survey also found that a digital tipping solution would be a welcome tool that guests would like to use to tip hotel workers. More than 70% of hotel guests who did not tip hotel staff at their recent stay would have left a tip if digital tipping was offered.

The hotel industry faces the challenge of Increasing hotel employee wages and attracting labor back to the hospitality industry. Wages have already increased 25% since 2019, outpacing overall wage growth in the US. However, AHLA's 2022 survey found that 87% of hotels are still experiencing a staffing shortage, suggesting further wage increases may be needed to attract enough workers to the industry.

Canary's survey discovered that nearly 80% of current hotel workers say they would be more likely to stay with their current employer if their tips were increased. Additionally, 70% of hotel workers felt that hotel management teams actually have a duty to encourage tips to staff members. Hotel workers reported low pay as the most common reason for leaving the industry.

Other Key Findings

• Generation Z makes for the best hotel guests. They report cleaning up after themselves more frequently and thoroughly before checkout as well as being more likely to tip, with 62.5% leaving a tip at their most recent hotel stay (<12 months).
• However, Boomers tip more when they do tip. Only 56% of Boomers tipped at their most recent stay, but those who did tip left larger amounts than average.
• Business travelers are better tippers than personal travelers, being 15% more likely to tip.

"With no end in sight to the hotel staffing shortage, and clear indication from our survey that both hotel guests and workers desire better tipping options, digital tipping is more relevant than ever," said Bryan Michalis, Vice President of Marketing at Canary Technologies. "Digital tipping is a powerful tool that hotel management teams can deploy quickly and easily to improve staff retention. It also provides guests with a cashless method to do what they overwhelmingly report that they want - express gratitude to the workers who provide them with outstanding service during their stay."

To review the white paper with the report findings, click here.

OneDine, a SaaS platform providing on-demand guest commerce for the restaurant and hospitality industry, introduces OneDine Checkout. OneDine Checkout digitizes and streamlines the full guest checkout process using handheld tablets and QR codes.

OneDine Checkout has proven to increase a restaurant's throughput while maximizing loyalty/CRM signups, and survey feedback. Guests can split checks, complete gift and loyalty redemptions, enroll in loyalty/CRM programs, answer survey questions, and pay securely via credit card using EMV or NFC.

OneDine Checkout works with existing point-of-sale systems, payment processors, CRM/loyalty providers, and gift card providers.  This allows for rapid deployment and increases the effectiveness and returns from existing technology investments.

OneDine Checkout has a significant impact on a restaurant's profitability. Table turns are up to 11 minutes faster, tips for staff have increased by up to 15%, survey response rates are above 70% loyalty/CRM enrollment has more than doubled, and credit card chargebacks have been eliminated.

Knowland, a provider of data-as-a-service insights on meetings and events for hospitality, announced its expansion in the Middle East to include Doha, the capital of Qatar. Knowland’s extension into the Middle East will continue throughout 2023 to accommodate the demand and competition facing new hoteliers.

The Middle East is one of the fastest-growing hospitality markets in the world. This has created several challenges including steep competition as well as the necessity to train sales teams who may have never worked in the hospitality industry. Knowland provides the market insights and commercial tools needed by operators to capture share and deliver profitable results in the meetings and events space.

• Expanding market and extraordinary growth – Approximately 600,000 hotel rooms are under development in the Middle East, according to data from consultancy Knight Frank. The region’s growth is also supported by being the first region to return to pre-pandemic levels, and its recent success with mega events including a record number of congresses won by Dubai. Industry reports estimate by 2030 the UAE’s hospitality market alone is set to expand by 25 percent, while Saudi Arabia is projected to reach a total room inventory of more than 218,000, and Qatar is estimated at 89 percent growth in hotel keys by 2025.
• Shifting market share in a fiercely competitive market – With nearly 27,000 hotel keys expected to be delivered in the next three years, there will be significant changes in Qatar’s hotel offering by the end of 2025. Plans show the country’s room capacity almost doubling as it prepares for an anticipated visitor influx following heightened interest after the success of the 2022 World Cup. Knowland’s platform is specifically designed to aid any sales and revenue person in the market looking to gain insight into new accounts, in-depth competitive insight, and access to data that improves success in their position.
• Hands-on approach delivers training to hotel teams – Training hotel teams to take advantage of the nuances of any market intelligence program is critical to their success. Knowland takes a white glove service approach to ensure commercial teams in the region are leveraging data to identify opportunities and increase market share.

Jeff Bzdawka, CEO, Knowland, states: “Knowland’s further expansion in the Middle East, specifically in Doha, is a testament to our dedication to ensuring hotel teams have the tools they need to win share in a rapidly developing region. The world’s largest active pipeline of new hotels is in the Middle East, so as we continue to build on the exciting growth in Qatar, we are also focused on expanding our reach throughout the increasingly popular region for local and global meetings and events.”

Knowland plans to open additional Middle East markets this year.For the latest information, visit our regional web page here. Knowland also continues to grow in other global regions such as the Asia Pacific and will release updates as they happen.

As nearly 80% of hotels experience staffing shortages, hoteliers are offering potential hires a host of incentives to fill vacancies, according to a new survey of hoteliers conducted by the American Hotel & Lodging Association (AHLA).

Seventy-one percent of respondents are increasing wages, 64% are offering greater flexibility with hours, and 33% are expanding benefits – but 81% say they are still unable to fill open positions.

Seventy-nine percent of survey respondents indicate they are experiencing a staffing shortage, 22% severely so. The most critical staffing need is housekeeping, with 43% ranking it as their top hiring need.

The numbers are an improvement from September 2022, when 87% of respondents to an AHLA survey said they were short staffed, 36% severely so, with 43% ranking housekeeping as their top hiring need at the time.

Respondents are attempting to fill an average of seven positions per property, down from 10 vacancies per property in September 2022.

These staffing challenges are resulting in historic career opportunities for hotel employees. As of December, national average hotel wages were at all-time highs of more than $23 per hour. Since the pandemic, average hotel wages have increased faster than average wages throughout the general economy. And hotel benefits and flexibility are better than ever.

According to the U.S. Bureau of Labor Statistics, hotel employment is down by more than 250,000 jobs compared to February 2020. Hotels are looking to fill many of the jobs lost during the pandemic, including nearly 100,000 hotel jobs currently open across the nation. 

To help hotels fill open jobs and raise awareness of the hotel industry’s 200+ career pathways, the AHLA Foundation’s “A Place to Stay” multi-channel advertising campaign is now active in 14 cities, including Atlanta, Baltimore, Chicago, Dallas, Denver, Houston, Los Angeles, Miami, Nashville, New York, Orlando, Phoenix, San Diego and Tampa. For more info on the campaign, visit thehotelindustry.com.
 

Additionally, AHLA affiliate “Hospitality is Working” recently launched the Workforce & Immigration Initiative. The effort is aimed at urging Congress to address workforce shortages with bipartisan solutions to incorporate more immigrants into the American economy. You can learn more about the effort here.

“Recruiting enough workers continues to be the top challenge for many hoteliers, and this is leading to historic career opportunities for hotel employees,” said AHLA President & CEO Chip Rogers. “AHLA and the AHLA Foundation are working tirelessly to grow the industry’s talent pipeline and retain workers through innovative events like National Hotel Employee Day and compelling ad campaigns like ‘A Place to Stay,’ but there is still more to be done. We need Congress to help address workforce shortages with bipartisan solutions to incorporate more immigrants into the American economy.”

Methodology: AHLA’s Front Desk Feedback survey of more than 500 hoteliers was conducted Jan. 10-17, 2023.

IRIS, a provider of digital F&B and guest experience platforms, was deployed to provide guests with a seamless and efficient mobile dining service and to maximize F&B opportunities and drive revenue across the hotel. 

With 950 bedrooms and 7 restaurants and al fresco bars, the luxury resort is located in the heart of the Arizona desert and offers a host of state-of-the-art facilities, including five pools, luxury cabana cottages and pool suites.

The IRIS app, first installed prior to COVID, enables the hotel to enrich the guest stay and drive ancillary revenue with a quick, effective method of ordering and paying for food and drink items. Orders are delivered directly to the kitchen via the EPOS integration, and as a result demands on staff time are minimized, processes are streamlined and delivery times are quicker, all serving to increase operational efficiencies.

Nebojsa Sarenac, JW Marriott Phoenix Desert Ridge Resort & Spa’s Senior F&B Operations Manager commented, “The IRIS mobile dining platform gives us many options to maximize ancillary revenue across our resort and enhance the guest experience. With the simple and seamless ordering platform, in-room sales and average check size have soared by 40% and we are already seeing a significant return on the investment.

“With new features being released regularly, we’re learning all the time. The app is fully integrated and seamlessly connects across the systems and operations we currently have in place.”

Today’s guests are demanding a more contactless experience where they can self-serve online. As such, JW Marriott Phoenix Desert Ridge now plans to maximize sales further by expanding the scalable, mobile dining platform to other parts of the resort including the Spa Bistro and the pool areas, thereby adding additional channels to boost revenue generation.

With the use of QR codes along with IRIS’s approach to F&B ordering, JW Marriott’s guests can browse menus, place orders for in-room dining and pay their bills at a time and location that suits them, via their own mobile devices. Likewise, QR codes in all the bedrooms eliminates the need to print off and distribute 950 laminated menus for each room. Unlike paper directories, when changes are made, the digital menus are updated automatically online, the team only needs to print the QR code once. Not only does this lower printing costs, but it also offers a more sustainable, environmentally friendly way to manage menu changes and reduce paper, whilst at the same time saving housekeeping having to manually update the paper version room-by-room.

The staff at the newly revitalized resort have also experienced the benefits of the app. It’s easy to edit and update with new menu items and they are able to control the pace of orders by setting delivery times and temporarily turning off mobile ordering to ease congestion in the kitchen and reduce strain on staff and resources during peak times. 

For the full case study on the JW Marriott Phoenix Desert Ridge Resort.