News Briefs
- 6/17/2024
SpotOn Restaurant Operator Survey Highlights the Connection Between Technology and Profitability
SpotOn, a software and payments partner for restaurants and small businesses, revealed the details of its Restaurant Operator Intelligence Report, which further solidifies the connection between technology and restaurant profitability. Known for operating on notoriously thin profit margins, the restaurant industry now faces a triple threat of rising costs, increasing regulations, and reduced consumer spending, requiring restaurants to leverage effective industry-specific technology. SpotOn found that 61% of operators say online ordering platforms provide them a way to drive greater customer loyalty and repeat visits.In the survey of more than 300 restaurant owners and operators, 63% of respondents said their profitability increased in 2023. When asked about the benefits of technology used in their restaurants, many directly correlated new efficiencies and higher profits with the use of technology. Operators noted faster customer service, better loyalty engagement, increased check averages, and decreased labor costs as major contributors to their bottom line.“In today’s tight economy, technology can be the key difference between a restaurant barely making ends meet and thriving,” said Kevin Bryla, Chief Marketing Officer at SpotOn. “Restaurants that utilize an integrated tech stack, which includes handheld devices, online ordering, order kiosks, QR codes, and more, will be turning over more tables, pushing through more orders, and making life easier for staff. Restaurant technology that is designed to enhance the experience for both staff and guests has a positive bottom-line impact -- and the results of this survey prove it.”Technology That’s Moving The NeedleOver the past 12–18 months, restaurants have seen significant fluctuations in cost and labor. With reduced consumer spending, operators must focus on repackaging menus, supplementing labor, and streamlining operations to ensure sustainable growth. SpotOn is committed to helping operators find innovative ways to maintain profitability, whether by reducing labor costs or increasing average order value.According to the survey, a majority (51%) of independent restaurants reported increased profit margins, with small restaurant chains (79%) seeing the greatest increase in profit margins during the survey period. Survey respondents pointed to the benefits of technology in several key areas, including faster service, greater customer loyalty, higher check averages, and overall higher profits:- Online Ordering: 61% of operators reported that having an online ordering platform led to greater customer loyalty and repeat visits, and 55% said it also contributed to higher check averages. It was also the top-ranked tech tool for increasing profits among respondents.
- Handheld devices: 58% of operators said that handheld devices provided faster service, and 48% reported that they led to higher average check sizes.
- QR codes: 61% of operators stated that QR codes provided faster customer service, which in turn led to more tables turned, more guests served, and higher profitability
- Order Kiosks: 70% of operators reported that order kiosks provided faster customer service, which resulted in more customer transactions and higher customer check averages. 57% also said that the technology helped lower labor costs.
Employee RetentionOutside of the operational benefits of technology, respondents indicated that digital systems play an integral role in employee retention, which is a priority considering that:56% of operators said that employee engagement is moderate or low in their restaurants;20% of operators state that staff turnover is one of the biggest challenges in the first half of 2024.Respondents indicated that increasing employee earning potential is the key to retention. With increased check sizes and faster table turnover, servers equipped with tech like handheld point-of-sale devices can net larger tips and serve more customers, increasing their take-home pay while making their shifts run smoother. In research among SpotOn clients, restaurant operators found a 4.2% average increase in tables served when using SpotOn handhelds.Technology Adoption is increasing.The use of technology in the restaurant industry is becoming more widespread, and a majority of operators surveyed expect to increase their investment in technology in 2024. Specific priority areas for investment include online ordering capabilities on owned websites and apps. Only 22% of respondents report that they currently use a point-of-sale system that offers delivery integration, but one in four say they plan on investing in owned delivery technology in the next year. These findings point to a shift away from third-party platforms and toward integration with existing systems.With most third-party delivery apps taking 30% or more in commissions on online orders as well as critical guest data, technology that allows restaurants to take control of online orders can be crucial to increasing profits. SpotOn’s zero-commission online ordering solution, SpotOn Order, lets guests place online orders directly from the restaurant's website or Google and works seamlessly with SpotOn’s point-of-sale and loyalty program to keep guests coming back each time. SpotOn is committed to providing integrated restaurant systems with flexible, easy-to-use technology at a transparent price. SpotOn users can access 24/7 customer support from real people, saving restaurant operators valuable time, as one-third report communicating with technology partners at least once a week. As restaurants continue to lean on technology to increase profitability and streamline operations, SpotOn will be there to support them in their success. - 4/16/2024
Steak n Shake Deploys Biometric Check In
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.”
- 6/17/2024
Meyer Jabara Hotels Offering IT Services & Support Across its Portfolio and Beyond
Meyer Jabara Hotels (MJH) is invested in technology – so much so that the company is taking on the role of technology support, help desk, and implementation for its portfolio of 32 hotels plus any other properties needing IT assistance on a project basis. With the goal of enabling guests and staff to communicate at the speed of business or faster, the hotel owner and third-party manager will design, procure, install, certify, and monitor each property’s network infrastructure. In addition, MJH will work to ensure the highest levels of cybersecurity and provide data backup/recovery and helpdesk support.
“It’s been said that 93% of all communication is nonverbal; that means, when we communicate, only 7% of all shared information is actually getting through,” said Ted Jabara, Meyer Jabara Hotels regional vice president and technology team leader. “As a multi-property, multi-brand hotel owner/operator, our responsibility is to make sure that when we communicate through technology, the transmitted information is delivered consistently and with the highest quality. Only a well-designed network can ensure that efficient, secure, and reliable connectivity will make verbal communications actionable for everyone. With the internal capacity, certifications, and industry knowledge to build a proper network ourselves, we saw value in supporting managed IT as an additional service.”
MJH will oversee the various components and systems that enable connectivity, data management, and communication at its hotels, including:
- Physical Infrastructure – Cabling, Switches, Routers, and Access Points
- Network Segmentation – Guest Network, Staff Network, IoT (smart thermostats, security cameras, automated lighting systems, etc.) and Operational Network
- Internet Connectivity – ISP services, Bandwidth Management
- Supporting Security Measures – Firewalls, Virtual Private Networks (VPNs), Intrusion Detection and Prevention Systems (IDPS and Access Control)
- Management and Monitoring – Network Management Software, Logging and Analytics, Remote Management (for network administrators)
- Key Services and Applications – PMS, VoIP, Entertainment Systems, POS, Reservation Systems,
- Redundancy and Reliability – Backup Systems, Failover mechanisms
- Compliance and Regulations – Data Protection Regulations, Payment Card Industry (PCI) Compliance
“Managing a hotel network is not an easy task,” Jabara said. “There is a lot happening behind the scenes that can take a hotel off the grid if not properly supported or maintained. Therefore, we have assembled a team of highly skilled IT professionals capable of designing, implementing, and interconnecting all IT systems in a hotel. We also have the certifications required by the brands to do the work. Whether a property is in a pre-opening, construction, or renovation phase, this group will keep each hotel connected to its customers and to corporate, and we will provide periodic system updates as required.”
Tech Support as a Tiered Service
Meyer Jabara Hotels will also maintain the help desk for properties. While the services team resides at the company’s corporate office in Danbury, Conn., it will appear to each hotel as if it has an in-house specialist for any connected system on the network. In addition, the company can provide consulting and implementation with regard to pre-open/conversion design and PIP-related upgrades.
“We will ensure that our hotels are 100% operational, 100% of the time,” Jabara said. “Our help desk is comprised of well-seasoned hospitality professionals who understand how hotels and their interconnected systems work. These people are familiar with the brands and with the tech side of service. Most help desks don’t know the intricacies of hotel technology and how systems connect and why. Without this skillset, it can cost owners a bundle not just in fees, but in lost business.”
- 6/17/2024
Knowland Announces Automated Prospecting Tool: Knowland Select
Knowland, the leading provider of data-as-a-service insights on meetings and events for hospitality, announced the introduction of Knowland Select, a new product specifically designed for hotels with limited meeting space. Knowland Select subscribers will receive a curated list of target accounts for upcoming need periods directly to the seller’s inbox. It provides a low-cost option to help optimize resources, save time and improve performance while ensuring a steady flow of qualified local prospects.
Identifying active accounts in a particular market can be stressful and time-consuming for sales teams, especially for smaller hotels with fewer staff. It can be difficult to decipher which accounts best fit a property, and sales staff often feel overwhelmed as they conduct both sales and operations duties. A streamlined set of Knowland features designed with a bias to action, Knowland Select simplifies prospecting for qualified accounts using automated emails and alerts.
Driven by customer requests for stronger group sales tools in select service hotels, Knowland developed and piloted a solution with leading hotel groups to ensure fast, effective delivery of actionable prospects. The general market release is scheduled for later this summer. Hospitality organizations can register for a sneak peek at the solution here.
- Enables prospecting at scale—Knowland Select enables sales personnel to prospect at scale with greater efficiency and higher performance. Alerts provide robust account intelligence to foster prospecting automation by allowing operators to capture more business in an increasingly competitive market.
- Improves sales productivity—An account summary details booking behaviors, including how that account may have booked in a market or with a brand or how active it is in specific months, featuring an indicator for multi-day events. Each identified account includes a link to additional details within Knowland Select, including Account Summary, Market Summary, Top 3 Markets, Top Brands Booked, and Active Event Months.
- Sub-market activity reports identify the most active accounts—Operators receive an emailed report of up to 250 accounts that had smaller event bookings, reflecting data the quarter ahead from the year before. Robust account intelligence and prospecting automation give sellers everything they need to take advantage of booking window lead time.
- Uncover new opportunities and grow market share—A weekly New Account Alert helps leaders keep their finger on the pulse of new and emerging business in their market and identifies accounts that have not visited their sub-market in five or more years. The emailed report is delivered weekly and highlights new activity in a designated submarket.
- 6/17/2024
Little Caesars, Ilitch Companies Announce Trio of Tech Promotions
Little Caesars, a global leader in the pizza industry, is proud to announce the promotion of three exceptional executives to key leadership positions within the company's technology division. These promotions come at a time of tremendous growth for Little Caesars, underscoring the company's commitment to leveraging cutting-edge innovation to drive future success and enhance the guest experience. These promotions will also continue to elevate technology at the entire Ilitch Companies family of businesses, including Ilitch Sports + Entertainment.
Keith Faigin Promoted to Chief Information Officer, Restaurant Systems
Keith Faigin, who recently celebrated his 10-year anniversary at Little Caesars, has been promoted to Chief Information Officer, Restaurant Systems. Throughout his tenure, Keith has overseen numerous software initiatives, with a significant focus on the company's e-commerce platform.
Little Caesars received Hospitality Technology's 2021 Breakthrough Technology Award for its store software.
He has been instrumental in securing multiple patents for Little Caesars and holds a bachelor's degree from Williams College and a master's in computer science from the University of Illinois. In addition to his professional accomplishments, Keith is a resident cast member of Go Comedy! Improv Theater and a founder of the Detroit Improv Festival.
Afia Phillips Promoted to Chief Information Security Officer
Afia Phillips has been promoted to Chief Information Security Officer (CISO). Afia has been serving as the Vice President of Information Security at Little Caesar Enterprises, overseeing information security across all Ilitch companies. Afia has established a strategic enterprise information security program that focuses on mitigating cyber risk across the organization. She is passionate about social responsibility and has led key initiatives pertaining to food insecurity, volunteerism, diversity, equity and inclusion. Afia is an active member of the Michigan Council of Women in Technology, T200, and Chief, a selective nationwide network of female executives. She is a governing body member of the Evanta CIO & CISO Network (Detroit Chapter) and was appointed to the State of Michigan's Board of Ethics by Governor Gretchen Whitmer. Her achievements have been recognized with a Crain's Notable Women in STEM honor and a Top Global CISO Award from Cyber Defense Magazine. Afia holds a degree in computer science from Wayne State University and has certifications in cybersecurity and risk management.
Lance Shinabarger Promoted to Chief Information Officer, Shared Technologies and Applications
Lance Shinabarger has been promoted to Chief Information Officer, Shared Technologies and Applications. With over 25 years of IT management experience, Lance has been with Little Caesars since 2017 as Senior Vice President of Enterprise Systems, Data Services, and Global Infrastructure. He has successfully led the global infrastructure for Little Caesars, Detroit Red Wings, Detroit Tigers, and other Ilitch companies. Lance holds a degree in Computer Science from Cleary University and has a proven track record of developing and executing technology strategies that drive business growth.
"These promotions highlight the incredible talent and dedication of our leadership team," said Anita Klopfenstein, Global Chief Information Officer. "Keith, Afia, and Lance have consistently demonstrated their commitment to innovation and excellence through their strong leadership. We are confident that they will continue to drive our technology initiatives forward."
As Little Caesars continues to grow and innovate, the company remains focused on its mission to provide exceptional value, convenience and quality to customers through pioneering technology and forward-thinking strategies. These leadership changes are a testament to the company's dedication to staying at the forefront of the industry and preparing for an even brighter future of continued aggressive growth.
Ilitch Companies represents leading brands in the food, sports and entertainment industries, including Little Caesars, Blue Line Distribution, the Detroit Red Wings, Ilitch Sports + Entertainment, the Detroit Tigers, Olympia Development, Little Caesars Fundraising Program, Champion Foods, MotorCity Casino Hotel, Ocean Casino and Tenda. The organization also has a joint venture interest in 313 Presents.
- 6/18/2024
Satisfi Labs Acquires Omnichannel Marketing Automation Platform Factoreal
Satisfi Labs, an AI-powered Conversational Experience Platform for destinations and experiences, has acquired Factoreal, an omnichannel marketing automation platform focused on simplifying the martech experience across sports and entertainment. The strategic acquisition accelerates Satisfi Labs’ vision of building a comprehensive Conversational Experience Platform, bringing together inbound and outbound messaging capabilities. Combining the power of these two platforms sets the stage for the future of customer engagement, driven by conversational AI technology.
Satisfi Labs is advancing AI-powered chat experiences with intuitive interactions for businesses and consumers. Factoreal's API-first integration network with brands like Shopify, SeatGeek, and Ticketmaster, enhances Satisfi Labs’ partner ecosystem. This amplifies conversational capabilities and supports Satisfi's strategy to build a robust partner network.
The unifying of the platforms introduces a new way of managing customer-to-brand engagement through chat experiences, which Satisfi Labs calls Conversational Journey Management.
Initial capabilities to launch:
Intent-based journeys to personalize omnichannel communication campaigns
AI agents capable of multi-channel outbound actions triggered by user behavior
New integration builder for partners to connect to an AI agent journey manager
“We are thrilled to announce the acquisition of Factoreal to bring a more interactive AI experience to our client base,” said Donny White, Co-founder & CEO of Satisfi Labs. “This move aligns with our mission to “make AI hireable” and deploy AI agents that go beyond answering questions or transacting in chat. Conversational journey management enables proactive and reactive marketing campaigns triggered by real-time intent data, boosting engagement opportunities.”
“Factoreal and Satisfi Labs coming together ushers in a new era of omnichannel journey orchestration powered by the exploding nature of conversational AI capabilities,” said Aditya Dhruva, Co-founder & CEO of Factoreal. “Imagine a world where conversational AI is with you on the right channel, at the right time with the right message - making it pervasive, efficient, seamless, and global is our vision.”
Over the next year, Factoreal will be integrated into the Satisfi Labs platform. Factoreal works with brands like the United Soccer League, Gwinnett Stripers, Chattanooga FC, Las Vegas Aviators, Mumbai City FC, Fanxp, Warrington Wolves, and many more.