News Briefs

• Digital Ordering Dominance: Over half of the brands report that digital channels account for more than a quarter of their sales, with 36% stating that online ordering contributes over half of their total revenue.
• Optimistic Growth Projections: Nearly half of all respondents expect digital sales to increase by 20% or more.
• Technological Constraints: More than 60% of executives feel restricted by inflexible technology, facing integration challenges and inefficiencies.
• Infrastructure Overhaul: 74% of executives are exploring options to streamline their digital infrastructure, showing significant interest in kiosks and voice AI technologies.

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.”

Trip Affiliates Network has announced the launch of Hotel Switch, an advanced connectivity tool designed to provide seamless access to a broad network of hotel affiliates. Hotel Switch significantly enhances travel agents' ability to offer a wide range of accommodation, manage bookings efficiently and improve overall customer satisfaction. Hotel Switch integrates multiple features including access to static and dynamic room rates, instant booking and confirmation, and complimentary VCC payment support.

Seamless Connectivity and Broad Network Access

Hotel Switch maps to over two hundred thousand hotels linked to the Trip Affiliates Network, offering travel operators access to diverse regional and global hotel inventories through TA Network’s booking solutions. This instant connectivity allows agents to provide clients with a wide range of accommodation options, catering to different preferences and budgets.

Static and Dynamic Contracts

Real-time updates on allotments and/or blackouts when rooms are unavailable are automated, ensuring that agents have access to the best available rates 24/7.

• Efficient Management of Room Allotments: Automates updates to prevent overbooking or blackout issues.

• Real-Time Rate Access: Provides flexibility to access the best static and dynamic rates anytime.

• Maximized Profitability and Customer Satisfaction: Ensures competitive pricing and availability, enhancing customer satisfaction and boosting agent commissions.

Tactical Hotel/Package Promotions

Enables agents to earn higher commissions like OTAs and offer competitive deals and promotions.

• Increased Sales: Attracts more customers through appealing promotions.

• Higher Commissions: Like those earned by OTAs, enhancing agent profitability.

Instant Booking and Confirmation

This automated 24/7 feature streamlines the booking process.

• Immediate Confirmations: Ensures clients receive instant booking confirmations, reducing wait times and enhancing customer experience.

• Reduced Workload: Automates the booking process, allowing agents to focus on other tasks and improve productivity.

Direct Hotel Bookings

Book directly with hotels instead of using third-party online hotel suppliers.

• Elimination of Check-In Issues: Avoids common problems associated with third-party bookings, such as check-in discrepancies.

• Enhanced Customer Experience: Provides a smoother, more reliable booking experience for clients.

Comprehensive Suite of Benefits

The Hotel Switch tool is designed to significantly enhance the efficiency and effectiveness of travel agents. By leveraging these solutions, agents can:

• Increase Inventory: Access a broad network of hotel affiliates, offering more options to clients.

• Boost Sales and Commissions: Utilize tactical promotions and direct bookings to enhance profitability.

• Improve Productivity: Automate booking processes and manage room allotments efficiently.

• Reduce Errors: Minimize overbooking and blackout issues through automated updates.

• Deliver Superior Customer Service: Ensure instant booking confirmations and avoid third-party booking pitfalls, leading to higher customer satisfaction.

TA Network’s Managing Partner, Josef Foo, said: “Hotel Switch has been built by our technical team and we are thrilled to announce this new service. Hotel Switch is a vital tool for travel agents aiming to stay competitive and meet the evolving demands of their clients. By providing seamless connectivity, real-time rate access, and automated booking features, this tool enhances agents' ability to manage their operations efficiently and deliver exceptional customer service. With the comprehensive suite of benefits offered by Hotel Switch, travel agents can significantly improve their productivity and profitability.”

Spectrum Enterprise, a part of Charter Communications, Inc., today announced the completion of a fiber network expansion and technology upgrade at the Wilderness Resort in Wisconsin Dells, Wisconsin. The initiative will improve the resort’s guest experience by providing high-speed managed WiFi access throughout its 600-acre property along with enhanced TV options for the resort’s 1,174 lodging options that include hotel rooms, condos and cabins.

“We’re focused on meeting and exceeding expectations, and today’s guests expect to connect to their personal devices from any of our resort locations—whether in the guestroom, at one of the restaurants or while enjoying the waterparks,” said Joe Eck, Chief Operating Officer at Wilderness Resort. “Providing visitors with five-star WiFi service is key for us and handing over the management of that service to Spectrum Enterprise has freed up our internal teams to focus on elevating other customer service experiences.”

Wilderness Resort has experienced continual growth and now encompasses four indoor and four outdoor waterparks, five restaurants, an award-winning golf course and numerous nature paths. Because of the scale of the property and terrain, guests sometimes had trouble accessing WiFi in certain areas. To improve overall connectivity, Spectrum Enterprise installed 1,400 WiFi access points and increased the resort’s internet bandwidth with download speeds up to 10 Gbps (gigabits per second), enabling Wilderness Resort’s guests and staff, which can be as many as 10,000 people, to access fast, reliable WiFi wherever and whenever needed. Spectrum Enterprise also manages each WiFi access point with 24/7/365 customer support as part of a managed WiFi solution so resort employees can focus on other business priorities.

“Seamless WiFi and diverse TV entertainment are not just amenities—they are essential to the guest experience and driving repeat customers,” said Rajat Mukherji, Vice President, Vertical Markets for Spectrum Enterprise. “We’ve partnered with Wilderness Resort to implement new solutions that not only address the current needs of their visitors but can flex and scale to support future business growth.”

In addition to benefiting from enhanced connectivity throughout the resort property with Spectrum Enterprise Fiber Internet Access and Managed WiFi solutions, guests this year will enjoy more in-room entertainment options. All hotel guest rooms, condos and cabins are now using Spectrum Enterprise Fiber Connect Plus TV, which provides high-definition TV viewing with more than 120 channels. With no equipment to purchase, the video experience is delivered through a private and dedicated fiber connection, which reduces maintenance costs for the resort.

More information can be found at Spectrum Enterprise Case Studies: Wilderness Resort.

Photo Credit: Wilderness Resort

Hotelogix, a cloud-based hospitality technology provider, announced the two-way integration of its Hotel Property Management System (Hotel PMS) with Lybra's Assistant Revenue Management System (RMS). This strategic integration aims to revolutionize revenue management in the hospitality industry, offering hotels efficient and effective tools to boost their revenues.

Owned by Zucchetti Hospitality, an Italy-based hospitality technology firm, Lybra offers Assistant, a machine learning-powered demand-centric revenue management system (RMS). The RMS allows hoteliers to optimize their pricing strategy while monitoring their properties' pick-up trends and competition rates. It supports independent hotels and hotel groups seeking a stable and comprehensive solution. Currently, it serves 1200+ hotels in 20+ countries.

Speaking on this, Aditya Sanghi, CEO of Hotelogix, said, "In today's highly competitive market, hoteliers need to upgrade their revenue management capabilities as real-time forecasting is key. This integration with Lybra will enable hoteliers to competitively price their rooms to drive sales and revenue."

As per the integration, Hotelogix PMS will push various data points in real-time including occupancy and reservation details to Lybra's Assistant RMS. Leveraging a predictive algorithm, Lybra will automatically suggest rates based on occupancy, local events, demand, competition rates, etc.

Fulvio Giannetti, CEO of Lybra, said, "The alignment of our business models is truly exceptional. Thanks to this integration with Hotelogix, Lybra will be able to support a massive database of global hotel brands to optimize their pricing strategy.”

HBX Group presents its Sustainability Report, including the initiatives developed to date and the key elements of its ESG strategy for the next three years, focusing on the positive impact potential of the tourism industry.

HBX Group, with over 3,700 employees and present in more than 170 countries, has established a plan with over 75 actions linked to fulfilling various ESG commitments. To achieve this, HBX Group conducted a double materiality analysis, where consultation with its stakeholders was crucial in aligning the plan with their expectations.

The company has also established a new framework for work and result reporting that considers multiple current regulations and certifications. In this context, HBX Group has recently joined the United Nations Global Compact, which sets out the 10 principles guiding companies to adopt sustainable and socially responsible policies.

HBX Group has also initiated a three-year plan to align its reporting with the new European Corporate Sustainability Reporting Directive (CSRD), which analyses the impact of the company and its entire value chain. This has been based on the identification of over 4,000 key performance indicators, enabling the implementation of concrete and tangible changes in environmental protection.

Collaboration in the tourism Industry

As an example of our objective to work collaboratively with partners and clients to achieve a greater positive impact, HBX Group has implemented a Sustainable Hotels Programme. This programme aims to highlight the most environmentally, socially, and community-respectful actors. It already includes over 40,000 properties with official sustainability certifications. Thanks to awareness-raising actions carried out in collaboration with multiple partners, the number of hotels with a no-single-use plastics policy has increased from 500 to 5,000 in just one year.

Elena Pérez, Chief Human Resources & ESG Officer, explains: “We want to leverage our position as leaders in tourism technology to promote sustainable growth and contribute to real, positive change. Our action plan includes training and promotion initiatives, the adoption of increasingly ambitious certifications and reports, as well as strategic partnerships with our associates. Only through an efficient and collaborative plan will we be able to ensure that the travel industry has an increasingly positive impact on society.”

The human factor as a driving force for initiatives

The employees of HBX Group worldwide are a highly valuable asset. The Think Big corporate volunteering programme, created by the group, enables the development of sustainable micro-destinations in rural areas, empowering these communities and encouraging their economic development while protecting natural and cultural resources. The pilot project was launched in Quintana Roo, Mexico, at the beginning of 2024, and collaborates with the "Caminos Sagrados" area. Over two weeks, ten employees of the group worked with Mayan cooperatives to enhance their tourism products, achieve greater digitalisation, and ensure the application of sustainability criteria.

The HBX Group Sustainability Report also shows the growing commitment of employees, who have undertaken 40% more volunteer hours compared to the previous year. Among other actions, their work has been fundamental in reforestation efforts, which have resulted in the planting of over 12,000 trees in areas such as Mallorca, Brazil, and Thailand up to 2023. These actions have contributed to the company being certified as Carbon Neutral for six years in Scopes 1 and 2 by Carbon Footprint LTD.

Note: The HBX Group 2023 Sustainability Report can be accessed here.