News Briefs
- 5/6/2024
STUDY: How Technology, Creativity Impacting In-Restaurant Dining
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.”
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.
- 5/6/2024
STUDY: Property Managers Lean Into AI
AI use among property managers and owners has climbed 63% since November, according to Hostaway’s AI Report, which provides an in-depth analysis of artificial intelligence adoption within the short-term rental STR industry.Other top findings include: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.
The report offers STR managers and owners a valuable perspective on how peers are leveraging AI to streamline operations, improve guest experience and enhance profitability. It addresses common concerns and highlights areas where AI may not fully replace human interaction, particularly in managing nuanced customer relations.Hostaway surveyed 500 property managers and owners, revealing critical data on the integration of AI technologies in their operations.Saber Kordestanchi, Co-Founder and Chief Strategy Officer of Hostaway, said: "Artificial Intelligence is rapidly transforming the short-term rental industry. Our latest survey not only tracks this evolution but also helps property managers understand the practical benefits and limitations of AI. As leaders across the vacation and short-term rental sector, we're committed to equipping our customers with the tools they need to succeed in a digitally driven market.”Hostaway is at the forefront of vacation rental management software, offering advanced solutions that integrate seamlessly with major platforms like Airbnb, Booking.com, and Vrbo. Known for its robust feature set and exceptional customer support, Hostaway remains dedicated to improving the efficiency and profitability of property managers worldwide.
- 5/6/2024
Hospitable, Breezeway Partner to Help Self-Managed Properties
Self-managers are getting the chance to bring their property operations in line with the biggest management companies as a result of a partnership between vacation rental management platform Hospitable and property operations specialist Breezeway.This is the first time that Breezeway has integrated with a Property Management Software (PMS) specifically dedicated to owners managing rentals themselves, without the help of a third-party property manager.Hosts leveraging Breezeway’s tools can now seamlessly sync reservation and listing data from Hospitable’s PMS directly into the operations platform, allowing for effortless real-time management of their rentals. By plugging booking data into Breezeway’s powerful suite of tools, which automate and optimize tasks like maintenance coordination, cleaning scheduling, and guest communication, hosts can maintain and run properties more efficiently.The partnership aims to level the playing field for those who might have limited resources or struggle to exceed the industry standards expected of bigger rental companies. By allowing self-managers to sync their PMS data with a cutting-edge operations platform, hosts are equipped with the tools needed to streamline their operations and drive higher quality stays.Hospitable’s PMS is designed from the ground up with the unique needs of self-managers in mind. With a solid foundation in core technology solutions and a strong focus on community support, Hospitable empowers the growing segment of vacation rental investors who choose to manage their properties independently.Pierre-Camille Hamana, Founder & CEO of Hospitable, said: “Self-managers are the backbone of the vacation rental industry, but they often struggle to professionalize their business and services simply because they don’t have the resources to compete with larger rental managers.“Through our integration with Breezeway, hosts can sync their data with professional-grade operational tools, boosting the ease and efficiency of their day-to-day management. Such a big part of running a rental is managing back-of-house operations, which can be time-consuming and expensive if you’re a solo host with limited resources. Giving self-managers the option to automate their operations, from organizing cleaners to scheduling maintenance, is going to be a game-changer.”Jeremy Gall, Founder & CEO of Breezeway, said: “Every stay, whether it’s managed by a property management company or singular host, should offer the highest standards of quality and cleanliness. It also shouldn’t be a total headache to manage a rental by yourself.“Partnering with a PMS that champions self-managers means we’re bringing operational tools to the fingertips of so many hosts who have previously lacked the resources to drive the same level of quality, through their operations, as the larger property managers. We believe hosts should have access to the tools they need to efficiently manage their operations whether they own one rental or 20. Raising the standards and elevating the quality will drive the entire industry forward for guests, hosts and property managers.”Founded in 2016, Hospitable is a vacation rental software provider offering a suite of tools that empower hosts to automate the most time-consuming elements of hosting.Breezeway, a platform for managing all the work of maintaining and cleaning short-term rental homes, has helped thousands of hosts and managers deliver the highest quality hospitality experiences for millions of guests – across more than 250,000 homes in 80 countries. - 5/6/2024
Ooma AirDial Now Available in Canada
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.
- 5/6/2024
Maestro PMS Launches MezzoPay Embedded Payments
Maestro PMS announced the addition of MezzoPay as its new embedded payment processing solution. Powered by Fullsteam, MezzoPay equips hoteliers with the ability to offer seamless and secure transaction capabilities directly embedded within the hotel PMS.
Using MezzoPay, hotels partnered with Maestro PMS can eliminate the need for third-party payment processing gateways. MezzoPay is closely linked to Maestro, allowing operators to strip away layers of processing between guests and payment, reducing friction and providing a smoother customer experience open to fewer manual errors. The result for travelers is a faster check-in and check-out process and a more trustworthy payment portal, while operators gain access to more impactful transactional data and extensive insight into their property’s financial performance.
MezzoPay was made available to U.S. hoteliers as of April 2024 and is targeted to roll out to Canadian hoteliers in third quarter. Operators with access to MezzoPay have slashed third-party overhead fees and adopted a simpler transaction overflow that makes use of modern payment terminals.
Other benefits of MezzoPay include:
Built-in PCI compliance tools, including Data Breach Protection designed to deter data theft and alert business owners when a breach has occurred.
Improved security through tokenized credit card data.
Access to an internal Payments Dashboard within the Maestro PMS dashboard.
Reconciliation reports automatically delivered to hotel operators daily.
Direct assistance from Maestro PMS’ leading support team, eliminating the need to interact with third parties.
Securely accept tap to pay payments via contactless credit and debit cards, Apple Pay and other digital wallets.
Direct integration within your hotel’s website, including compatibility with a range of e-commerce platforms.
Access to MerchantTrack, a robust credit card processing reporting tool, directly through Maestro PMS. MerchantTrack allows hoteliers to closely monitor their payment transactions for sales trends, transaction volume data, and more.
“Hoteliers and travelers alike are seeking secure, reliable systems for payment processing and we are excited and honored to reveal MezzoPay as Maestro’s antidote to their concerns,” said Warren Dehan, president of Maestro PMS. “MezzoPay is built from the ground up to be embedded directly into Maestro PMS, and was designed to simplify payment processing at a time when it is at its most complex. MezzoPay strips this process down to the bare essentials for guests while gathering invaluable purchasing data for hoteliers. We believe MezzoPay will help even the playing field for hoteliers at a time when technology costs and complexity continue to grow, and we are thrilled to offer this technology to all Maestro users as soon as possible.”
Maestro PMS recently celebrated its “Accelerate 2024 Users’ Conference,” where the company showcased MezzoPay alongside multiple other additions to its industry-defining technology, including the organization’s new Client Reference Incentive Program.
For more information, visit www.maestropms.com.
- 5/6/2024
Maestro PMS Launches MezzoPay Embedded Payments
Maestro PMSannounced the addition of MezzoPay as its new embedded payment processing solution. Powered by Fullsteam, MezzoPay equips hoteliers with the ability to offer seamless and secure transaction capabilities directly embedded within the hotel PMS.
Using MezzoPay, hotels partnered with Maestro PMS can eliminate the need for third-party payment processing gateways. MezzoPay is closely linked to Maestro, allowing operators to strip away layers of processing between guests and payment, reducing friction and providing a smoother customer experience open to fewer manual errors. The result for travelers is a faster check-in and check-out process and a more trustworthy payment portal, while operators gain access to more impactful transactional data and extensive insight into their property’s financial performance.
MezzoPay was made available to U.S. hoteliers as of April 2024 and is targeted to roll out to Canadian hoteliers in third quarter. Operators with access to MezzoPay have slashed third-party overhead fees and adopted a simpler transaction overflow that makes use of modern payment terminals.
Other benefits of MezzoPay include:
Built-in PCI compliance tools, including Data Breach Protection designed to deter data theft and alert business owners when a breach has occurred.
Improved security through tokenized credit card data.
Access to an internal Payments Dashboard within the Maestro PMS dashboard.
Reconciliation reports automatically delivered to hotel operators daily.
Direct assistance from Maestro PMS’ leading support team, eliminating the need to interact with third parties.
Securely accept tap to pay payments via contactless credit and debit cards, Apple Pay and other digital wallets.
Direct integration within your hotel’s website, including compatibility with a range of e-commerce platforms.
Access to MerchantTrack, a robust credit card processing reporting tool, directly through Maestro PMS. MerchantTrack allows hoteliers to closely monitor their payment transactions for sales trends, transaction volume data, and more.
“Hoteliers and travelers alike are seeking secure, reliable systems for payment processing and we are excited and honored to reveal MezzoPay as Maestro’s antidote to their concerns,” said Warren Dehan, president of Maestro PMS. “MezzoPay is built from the ground up to be embedded directly into Maestro PMS, and was designed to simplify payment processing at a time when it is at its most complex. MezzoPay strips this process down to the bare essentials for guests while gathering invaluable purchasing data for hoteliers. We believe MezzoPay will help even the playing field for hoteliers at a time when technology costs and complexity continue to grow, and we are thrilled to offer this technology to all Maestro users as soon as possible.”
Maestro PMS recently celebrated its “Accelerate 2024 Users’ Conference,” where the company showcased MezzoPay alongside multiple other additions to its industry-defining technology, including the organization’s new Client Reference Incentive Program.
For more information, visit www.maestropms.com.
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