April Issue Premier Software prioritise staff mental health with first aiders
4 tips for better customer engagement in your hospitality organization
Where does the payment technology road lead?
Pages 8
Pages 12-13
Pages 16-17
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Contents 4
Industry News
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EPOS
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Reservation & Booking Software
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Music & Sound
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Recommended Companies
To feature in an upcoming issue or to discuss advertising opportunities please contact a member of the Hospitalitech team; Publication Manager Dean Little - 01227 314 324 dean@warmwelcomemagazine.com Sales & Marketing Manager Michael Amor - 01227 314 324 michael@warmwelcomemagazine.com Editorial Assistant Carol Jean - 01227 314 324 carol@warmwelcomemagazine.com
Cloudbeds 2022 Travel Trends Report reveals a digital guest experience is in demand Award-winning hospitality management software developer, Cloudbeds, launches its 2022 Travel Trends Report highlighting the key travel, booking and macro trends According to the latest 2022 Travel Trends Report by award-winning hospitality management software developer, Cloudbeds, a digital guest experience is in demand with 58% of all customer interactions globally now digital, compared to 36% prior to the pandemic. Though digitalisation has long been a trend, the pandemic accelerated digital adoption. This shift has occurred across all generations, not just younger ones. A Mobiquity study showed that adoption of digital technology for retail, restaurants, shopping and digital health increased more than fourfold among Baby Boomers during the pandemic. The increase in digital adoption means that guest expectations of technology are higher than ever.
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Guests not only want to be able to book their accommodation online, they also want to be able to use their mobile devices throughout the stay — to check-in, to communicate with the hotel staff, to unlock their door, and to pay for their bill. Two surveys of more than 7,000 travellers measured their preferences before and during the COVID-19 pandemic. Research commissioned by technology provider Criton found that when travelling again, 80 % of hotel guests would download a hotel app that would enable them to check in, check out and get all information about the hotel—a 10 % increase compared to March of this year. Ultimately, convenience is now what drives loyalty. Salesforce found that across all generations, more than 67% of customers say they prioritise convenience over brand, and this number jumps to 76% for Generation Z. Companies that invest smartly in technology
Industry News
to enhance guest experience will win in the long run. Hospitality Technology reports that 72% of hotel guests are likely to return to a property when the tech they want is available. This means that properties should invest in technology that can help enhance the guest experience. New apps and services that have become available in recent years have made modern tech enhancements such as contactless payments, keyless entry, self checkin, and mobile concierge accessible to properties of all types and sizes. For those who are fearful that too much technology can hinder the guest relationship and weaken the very nature of hospitality, rest assured that the opposite is true. It’s all about meeting guest expectations, removing friction during interactions, and freeing up staff’s time so they can dedicate their focus to making guests happy. Read or download the full report at: www.cloudbeds.com
Ascott upgrades loyalty programme to offer more rewards for direct bookings In celebration of Ascott Star Rewards’ third anniversary, members can score up to 35% more points, receive up to 10 million bonus points and fast-track membership upgrade to Platinum tier CapitaLand Investment Limited’s (CLI) wholly owned lodging business unit, The Ascott Limited (Ascott) has upgraded its loyalty programme, Ascott Star Rewards (ASR), to offer more rewards for members’ bookings made via its direct channels. In celebration of ASR’s third anniversary in April, ASR members can now earn points on qualifying bookings through Ascott’s reservation offices via email, phone call and WeChat as well as authorised travel agents via Ascott’s Global Distribution System. Members can also earn points for walk-in bookings at more than 400 ASR participating properties in over 130 cities across more than 30 countries. These channels are in addition to Ascott’s booking website discoverasr.com and the Discover ASR mobile app. ASR has also been expanded to include more exclusive benefits including priority check-ins, birthday discount e-vouchers, and welcome gifts. Ms Tan Bee Leng, Ascott’s Managing Director for Brand & Marketing, said: “Three years on, Ascott remains steadfast in its commitment to uphold ASR as one of the most flexible loyalty programmes in the hospitality industry. There is no cap to ASR points earned, no minimum points redemption and no blackout dates for redemption. Our ASR members enjoy maximum flexibility and convenience when using their points. Even when travel was most hard-hit during COVID-19, our ASR members have stood by us and remained loyal guests of Ascott. Since its launch in 2019, ASR membership has been increasing by 40% annually. ASR members continue to find value with Ascott, contributing about 90% of Ascott’s direct bookings online and about 50% of ASR members are repeat guests.”
Ms Tan added: “In celebration of ASR’s third anniversary, we are providing bigger and better rewards to ASR members. And we want to extend these added perks to all members who make bookings with us via any of our direct channels. Be it for leisure or business, be it an online or a phone call booking, we look forward to giving all our ASR members the best experience and value possible as they plan for their next stay with Ascott. With the gradual opening of international borders, we look forward to welcoming our ASR members home at our properties worldwide.” In celebration of ASR’s third anniversary, until 30th April 2022, ASR is enabling members to earn more points and upgrade their membership tier to enjoy more benefits. To give ASR members a head start on their travel plans in 2022, members can purchase ASR points and receive up to 35% bonus points. ASR members will also enjoy 50% off points redemption through ASR’s point-for-point matching. It is limited to the first 10 million eligible points redeemed globally, up to 10,000 bonus points per transaction. Additionally, members who complete their stay by 31 May 2022 will be fast-tracked to upgrade their membership tier with 50% less spend cumulatively. ASR members who link their corporate email address to their account by 31 December 2022 can also earn more points and receive a 30% off voucher. The ASR membership comprises Classic, Silver, Gold and Platinum tiers, and with every tier upgrade, members will receive more benefits such as bonus points, complimentary room upgrades, airport transfers as well as early check-ins and late check-outs. Platinum members will also get greater rewards, receiving 5,000 bonus ASR points when they complete their stay by 31 May 2022.
Industry News
ASR members currently enjoy a slew of benefits, from buying cash vouchers or a package for their next stay or for their loved ones, to leveraging the ASR Elite Status Match and CapitaStar-ASR Points Exchange programmes that allow them to gain more perks or upgrade their membership tier. Delivering a ‘phygital’ experience with Discover ASR mobile app Since the launch of the Discover ASR mobile app in October 2020, ASR members have been enjoying a phygital experience, a digital experience for their physical stay, offering greater conveniences and flexibility when booking and staying with Ascott. ASR members can search for deals, manage their membership, purchase and redeem ASR points, perform mobile check-in and check-out, and make contactless payment. In line with the expanded channels for guests to earn points from their stays, ASR members can view and manage their reservations made through email, phone call and walk-in as well as redeem their points for these reservations either via the app or at the front desk. Other features in the app include allowing guests to customise their stay by sharing their pre-arrival and in-stay requests; earn ASR points if they opt out of housekeeping service as part of Ascott’s Go Green initiative; and share feedback on their stay through a pulse survey in the mobile app. Guests staying with Ascott can also access the in-app social wall and private messaging features which allow them to interact with fellow guests or communicate privately with the serviced residence’s front desk. Registration for ASR membership is complimentary. To sign up for a membership or for more information, please visit: here. For more information on ASR’s ‘Endless Travel Possibilities’ celebratory promotions, please visit: here. 5
Hospitality app phenomenon Staycation - launches in London to revolutionise city life as we know it New app allows Londoners to enjoy a 24 hour getaway without leaving the city. By focusing on the local, Staycation is the miracle solution for the hotel industry, creating magical 24 hour experiences hand in hand with leading properties. This April, hospitality phenomenon Staycation officially launches in London. After an immense five year success in France, the revolutionary urban service is now set to take the capital by storm with unparalleled 24 hour exclusive experiences within nearby top London properties. Users can disconnect from everyday routine, discover neighbourhoods they wouldn’t otherwise visit, and achieve that holiday feeling without the hassle of travel or planning. Staycation is a French startup created in 2017, an app that allows leading luxury and boutique hotels to connect with a local community of over two million subscribers,
and creates exceptional 24 hour experiences unique to each property. With a collection of over 500 premium partners on the books - including world-class hotel groups and Parisian Palaces such as Le Bristol and Hôtel Lutetia by The Set Collection - Staycation quickly established itself as the leading business booster for their properties on Sundays, that tend to be the quietest night of the week for hotels, ahead of traditional platforms, taking average Paris occupancies from 40% to over 80% over the last couple of years. Now officially launching on British soil in April 2022, Staycation will be the new thing to do in the city, and the latest growth driver for London properties, creating a brand new local market for hoteliers to revive an entire sector. In partnership with acclaimed establishments - such as London landmark The Corinthia; east London’s best kept secret, The Stratford, the epitome of
architectural hedonism; new hotspot Mondrian Shoreditch set in the iconic former Curtain members club; plus nearby countryside retreats - Staycation will offer unrivalled experiences from Notting Hill to Mayfair to Hackney, and continues to appoint further esteemed properties each day. The Staycation Mechanism All bookings are last minute, with sales opening each Wednesday at 9am for the next seven days, showcasing uniquely negotiated exclusive offers within some of London’s finest establishments. Staycation is changing the narrative around hotels and transforming them into experiential venues working hand-in-hand with hoteliers to create tailor-made and thematic offers. In the past year, they have partnered with the likes of LVMH to do a total takeover of a hotel for Parisians to experience Cuba without leaving Paris. They have also partnered with the Big Mamma group to create the ultimate in-room Pizzama party experience all over France. All of the packages include an overnight stay, an indulgent breakfast for two and a one-of-akind moment as varied as they are surprising. Alongside spa escapes and late check-outs, experiences include: a private chauffeured outing from the historic Venetian hotel Baglioni - an authority on Italian luxury in London - for the ultimate Rome-antic getaway living la dolce vita; unparalleled cocktail making at Covent Garden gem Henrietta Hotel by Experimental Group; a spot of afternoon tea under stained glass windows and gothic archways whilst donning a hotel robe within an Enchanted Room at Pimlico’s mythical Georgian House; and delights to be discovered at Notting Hill’s renowned The Portobello - the rumoured location of Kate Moss and Johnny Depp’s legendary Champagne bath, and the capital’s first boutique hotel.
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Industry News
For the local customer, the hotel becomes the destination. They naturally consume on average 30% more within the property than the average voyager from further afield. Based on a philosophy of experience-led spontaneity, Staycation is the pioneer of the new definition of “retreat”. It is the startup that revolutionises everyday city life, transforming any day into an affordable yet luxurious mini ‘off-thegrid’ getaway. Staycation makes 24 hours seem like so much more, in the only destination that makes it feel different in your hometown : a hotel. Staycation offers Londoners the chance to fill those 24 hours with whatever they want - finding themselves, losing themselves, learning something or simply switching off with Netflix and room service in tow. Whether it’s exploring a new London neighbourhood, opting for a hotel close to the office - for that short walk to work post truffle eggs on sourdough - or simply seeking an oasis a stone’s throw from home for a break from fast-paced life and vexing daily habits, Staycation will shake up the way Londoners ultimately live in London. The app is the brainchild of friends Mathieu Ecollan, Mathieu Dugast and Kevin Hutchings, who had the idea whilst all working for the same company in summer 2017. ‘It was mid-August and 40 degrees in Paris. We couldn’t take holidays and were craving a break. A hotelier friend mentioned that summer was actually the low season for city hotels. We thought it would be fantastic to enjoy all these empty rooms, their pools, their spas, and create a new form of mini-vacations for Parisians stuck in Paris. We launched the idea as a mailer with three hotel offerings and within the first few weeks had received 400 phone calls from people wanting to book. The next day we quit our jobs to launch Staycation.’ - Kevin Hutchings, Staycation Co-Founder. In recent times, there have been immense shifts within the worlds of business travel and tourism, and a new generation now champions different and eco-conscious travel habits. With Staycation’s virtuous model, hotels can finally be maximised for all that they are all year round, for couples, families, friends or individuals seeking 24 hours of disconnection. At last, Londoners can live London. www.staycation.co
Industry News
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Premier Software prioritise staff mental health with first aiders Premier Software is prioritising staff wellbeing by training team members in Mental Health First Aid (MHFA). Following a turbulent few years, many people are feeling the effects of repeated lockdowns and isolation, leading to increased levels of stress and anxiety. The two day MHFA course, held by St John’s Ambulance, aims to equip leaders with the knowledge to identify peers who require support, and have the confidence to offer assistance and guidance where required. Helena Cottrill, chief marketing officer, and Kimberley Flint, office
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manager for Premier Software, attended the course in Birmingham on 8th-9th March. Upon completion, both were awarded the Level 3 Adult Mental Health: Workplace First Aider qualification. “I am so pleased to have been given the opportunity to attend Mental Health First Aider training,” says Helena. “It means a lot to work for a company who recognise the importance of supporting their staff.” “There has never been a more important time to look after our mental wellbeing. By completing the course, I now feel better equipped with the skills to respond to colleagues who need assistance,
Industry News
and offer reassurance moving forward.” “I found the Mental Health First Aider training very insightful,” Kimberley adds. “I am certain that the skills and knowledge we gained during the course will prove very useful.” The MHFA training is in accompaniment to the current Employee Assistance Programme (EAP) in place to support Premier’s workforce. Through the EAP, staff have free and confidential access to a GP on demand, plus an employee assistance service, including access to face-to-face counselling and online cognitive behavioural therapy.
Live Wi-Fi widget to boost guest bookings for hotel operators Hotels can now demonstrate the speed and reliability of their Wi-Fi to guests before they make a reservation thanks to a groundbreaking live internet performance widget. Developed by remote internet measuring service Epitiro, the new widget can be easily added to any hotel website to reveal at-a-glance, up-to-the-minute performance figures, averaged for any time period. “Wi-Fi has become one of the most important ingredients of a hotel guest’s experience and is relied upon to support high volumes of connected data, used by an increasing array of personal and business devices,” said Des Owens, Chief Operating Officer and CoFounder, Epitiro. “Customer expectations have soared as the connected world expands and for some, particularly business travellers,
fast, reliable Wi-Fi has become far more than a nice-to-have – it has become critical to their hotel stay. “The Epitiro widget has been designed to help the hospitality sector meet these service demands by providing an up-to-date snapshot of what guests are actually experiencing. Branded to suit each business, it can be added to websites in just a matter of seconds.”
alongside results for other hotel networks, to provide an at-aglance summary of live W-Fi performance across all premises. “This allows IT managers or managed service providers (MSPs) to react swiftly should things go wrong,” added Owens.
The remote internet monitoring system uses plug and play ‘virtual agents’ to continually measure and report on end-to-end internet services.
“They can select which metrics to include – from upload and download speeds to web page load times and latency – while Epitiro’s indepth suite of tests and diagnostics enables them to dig beneath the surface to remotely troubleshoot, where and when required.
The system monitors speed, service availability, accessibility, reliability, and application performance and by doing so, it helps ensure Wi-Fi and mobile data services meet the highest possible performance standards for users.
“In the world of hotel marketing, where Wi-Fi and internet performance is strongly linked to perceptions of brand and property quality, demonstrating your performance can attract new bookings and keep guests coming back.”
The new widget can also be shared on a hotel group’s intranet,
For information on Epitiro, visit www.epitiro.com
Industry News
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Revising guest services in a Digital Age By Ryan Haynes, Director, Haynes MarComs - travel and hospitality marketing technology expert
Contactless technology has enabled businesses to serve customers under the tightest of restrictions.The pandemic refocused us on what is most important to guests, and the digital age presents opportunities to redefine guest services.
Hospitality now has access to a plethora of digital guest technologies from digital ordering, self-service kiosks and contactless payments to mobile apps, messaging and email. All replace traditional physical touchpoints. To make effective use of these technologies, it’s important to develop a holistic digital guest journey that will take your customer from pre-booking to post-checkout, leaving a satisfied guest.
2) Relevance: news, information, updates and offers related to their specific booking or enquiry.
Consumers today expect the same slick digital experience they have in other areas of their lives - such as entertainment and online shopping. The customer’s digital experience should abide by four rules:
Digital guest touchpoints
1) Convenience: it should be simple, intuitive and - most of all - easily accessible through their digital devices, especially smartphones.
Photo credit: EasyWay 10
3) Immediacy: timely communications, with answers when they need them. This means businesses need to offer near 24/7 service. 4) Recognition: personalised services; know who your guests are and their preferences.
Digital guest engagement can be split into multiple touchpoints to build a deeper connection with guests. Following a couple of tumultuous years, guests seek security in their bookings, clear confirmation of their upcoming plans, and opportunities to maximise their travel experience. This provides hospitality companies
with ample reasons to contact the guest. One hospitality company, Branson Family Retreats, has a 14-step pre-arrival approach: this includes booking confirmation, a digital guide book, providing additional recommendations, offering insurance, and remote check-in. Each step is fully automated, requiring little to no management once the process is in place. Guests depart Branson Family Retreats with a high level of satisfaction, leaving rave reviews. The guest journey should be built around your brand and customer. There are numerous solutions to help you implement a full digital guest experience: Customer Relationship Management system - CRM
Customer contact details are essential data. Having permission to use these details means you can keep dialogue open with upcoming reservations and past guests. This is especially important where you have secured direct bookings because you ‘own’ this guest, rather than having to communicate via an OTA or third party. By storing contacts in a CRM, it is easy to send emails to an entire database, or schedule and automate emails to specific reservations. Personalising the message will better engage customers. By building CRM customer profiles you can offer products and promotions relevant to each guest, showing you understand them and their interests, making you a valuable business to deliver on their expectations.
Instant messaging Customer engagement is becoming increasingly immediate. Smart messaging apps allow hospitality businesses to send reminders, confirmations or offers through SMS, Whatsapp and social media messaging (Facebook Messenger/Instagram). Guests can message for more information and expect an immediate reply. Instant messaging platforms enable you to schedule and automate messages. With chatbots, you can offer 24/7 customer support for frequently asked questions. By making life easy and convenient for guests, you are meeting one of their key needs. Artificial Intelligence - AI AI is slowly being integrated into technology systems, and hospitality businesses that embrace AI are reaping the returns. AI enables businesses to understand customer behavioural patterns and respond in real-time. AI-powered booking engines can recognise customers by the way they interact and select the most relevant experiences, products and promotions to show them throughout their digital guest journey. This secures bookings faster, increases the value of each customer, and provides a more seamless brand experience, driving repeat business. Guests, like any consumer, are looking to be recognised and have an enjoyable experience. The better you communicate with your customers from the very beginning, the better brand experience you’ll provide. By using technologies which work together, you will provide a digital guest journey that satisfies your guests and provides you with additional revenue opportunities. For more information visit: www.haynesmarcoms.agency 11
4 tips for better customer engagement in your hospitality organization Though the pandemic had a catastrophic impact on industries worldwide, no sector felt the effects quite like hospitality. With travel restrictions making hotel stays virtually impossible, on-site dining off the table, and restaurants, bars and other establishments facing long-term closure, the industry was forced to adapt like no other to survive. Almost overnight, companies had to pivot to support orders, payments and curbside collections digitally, or risk not meeting Covid-19 compliance requirements, and ultimately closing their doors for good. Now, as we look to a future beyond the pandemic, it’s time to assess where we go from here. With social distancing restrictions becoming increasingly more lenient, and organizations opening their doors once more, is what was right for the industry in 2020 still right today? Or should we be looking to move on from temporary solutions? We’ve put together our top tips for hospitality organizations wanting to embrace the right technologies - the ones that not only supported your business during the pandemic, but will help you meet changing customer needs and expectations in 2022 and beyond. Tip 1- Provide a seamless orderahead service For many restaurants, hotels and venues in 2020, an order-ahead service was a temporary solution to short-term restrictions. But two years on, consumer expectations have evolved with the pandemic, and they value convenience above all else. Today, order-ahead isn’t just a stop-gap solution - it’s one of the most convenient ways for customers to order, collect and experience your services. 12
To stay competitive in 2022, you must provide this convenience wherever possible - and that means embracing ‘order ahead’ technology permanently. However, when delivering this experience, it’s important to get it right. So, how do you provide a customer experience that is quick, convenient and seamless with order-ahead? By investing in the right supporting technology. Realtime inventory management, for example, can help you monitor order numbers and stock levels. This prevents cancelled orders by giving you a clear view of stock before the customer makes an order, reducing the risk of unfulfillable orders, and unhappy customers. When custom-built into your existing mobile app, order-ahead can work seamlessly alongside the rest of your technology to ensure orders are a) in-stock, b) ready to collect, and c) sent to the right location for pick-up - at the right time. 2 - Enable contactless Anybody in the hospitality industry will tell you the same thing: In a post-Covid world, health and safety comes first. Even without formal restrictions, customers need to know the establishments they choose to visit are clean, safe, and contact-free where possible. Visa’s Back to Business study revealed 70% of US customers have changed how they pay since the pandemic, from shopping online more, using less cash, and making the most of contactless payment options where possible. These are statistics the hospitality industry can’t afford to ignore.
EPOS
With the global health crisis at the forefront of our consumers’ minds, restaurants, bars, casinos, attractions, and other hospitality establishments must do their best to reassure guests that the necessary measures are in place to make it safe. And, the best way to do this is with contactless technology. But, enabling contactless doesn’t necessarily mean replacing your entire POS system, or upgrading all your customer facing touchpoints. The right integration software can ‘plug into’ your existing hardware to easily facilitate mobile payment, contactless payment, or selfservice - for a fraction of the cost. 3 - Use data to personalize the experience Once the right technology is in place to enable order-ahead and contact free payments, it’s time to think about how to elevate the experience. One simple way to maximize the customer experience is personalization. Research shows consumers are willing to spend more if offered personalized experiences. And the good news is, once you’ve invested in contactless and order-ahead technology, you can use this data to create a 360 degree view of your customers preferences and spending habits. Customers are much more likely to spend, and become brand loyal if they receive a bespoke service. By tailoring the experience from the point of payment, all the way through to the post visit experience, you can encourage repeat visits. This is where a single platform integration comes into play. If all your customer data aligns on a single platform, it is much
easier to gather information about that customer as an individual, and provide a hyperpersonalized experience. What do they order most often? When are they likely to visit your establishment? What deals/discounts can you offer to encourage them to return sooner? Modern software solutions can support single platform integration across multiple devices and apps, making the possibilities for personalization endless. 4 - Remember, it’s a journey By following the tips above, you can ensure your hospitality business stays competitive, and continually meets customer demand. But, it’s not all about what you’re trying to change. Digital transformation is a journey, and the benchmark for what ‘successful’ transformation looks like is changing every day. So remember, it’s more about the journey than the final destination. Stay curious, continue to adapt where necessary, and most importantly, invest in the right tools that allow you to be flexible. If your hospitality organization is ready for a new era of customer engagement, contact us to find out how we can help you on the journey www.omnicogroup.com
EPOS
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Where does the payment technology road lead? The last two years have shown us it’s impossible to predict exactly how, when and where the payments landscape will move. We can make educated guesses, by analysing emerging technologies, consumer behaviour and payment patterns, but the world will throw its own challenges in the way, altering the path we see ahead, or accelerating it beyond our control. The pandemic has made us re-evaluate how we manage payments, so what have we learnt over the last two years in hospitality payment technology? The road is never straight – QR comeback The technology road is not a straight one. One excellent illustration of this is the comeback of QR codes. During their general
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introduction in 2010, QR codes were seemingly forced upon us as an impractical ‘tool’ that had no distinctly useful purpose, other than for making marketing or advertising seem ‘techy’. They quite rapidly faded out of the mainstream. Then, as social distancing became an established part of society, businesses had to rethink the transfer of information, and QR codes found their place in the technology landscape. Their re-emergence demonstrated the important role they could play in simplifying the payment process, with ‘scan-to-pay’ QR codes located in many hospitality locations. They have also proved useful in other ways, not just as a method to facilitate easy payment transfer, but also as a link to menus and for web-based ordering.
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Some things will get left behind – cash The rate at which the payment landscape has shifted to cashless has been irreversibly accelerated by the pandemic. Cash as a percentage of all payments fell from 56% in 2010, to 45% in 2015, and then with a steep decline to 17% in 2020. We have reached a tipping point where there is no going back, but to move forward we need to ensure we are working with the right payment methods that benefit businesses and consumers. The fastest route is fantastic… but we need to be cautious – contactless and direct transfers In October 2021 there were 1.3 billion contactless card transactions,
which is 34.1% more than October 2020, and 74.5% more than October 2019.[2] Our appetite for speedy, seamless transactions is not reducing. However, as the contactless card limit in the UK rose to £100, there are some reservations from consumers as to whether this will enable overspending, and from retailers with regards to higher cost ‘walk-offs’ – customers leaving the store without realising their payment hasn’t gone through. Mobile banking, PIN on Glass/ PIN transactions and direct transfers (bank to bank), are all emerging technologies that will reduce costs and facilitate fast payments. Yet, hospitality providers should be aware that it’s likely we will see card schemes and banks begin introducing some other charges for these in order to recoup their profits lost from the reduction in sales of card terminals. It can be hard to know which way to go – biometric payments and cryptocurrency Biometric payment will almost certainly revolutionise the payment landscape. However, we can’t yet know in which form biometrics will be most widely and effectively implemented in the hospitality landscape. Iris, fingerprint, facial, movement, and voice are all big news in biometric payment technology. ‘Pay by selfie’ or ‘smile to pay’ services have been around for a while, especially in China, but haven’t become widespread in the UK or Europe, so we have yet to see which of these methods will pull ahead. Before Covid-19 hit, it seemed as though fingerprints might emerge as the foremost biometric payment method, but the emphasis on reducing touchpoints to cut back on the spread of virus has meant facial and iris are becoming more prevalent.
Although it’s possible Amazons’ palm/vein recent launch may be the way forward. Another uncertainty is whether cryptocurrencies come into play as a method of payment in our day to day lives? Could we be paying for our morning coffee in crypto in the next few years… unlikely, but it’s hard to say never. Keep moving forward, but there is much to be learnt from the path you’ve travelled To understand the future, we need to look at the past. When it comes to technology, we have to understand how and why changes have happened, by looking at consumer behaviour, reservations and the factors which have influenced their decision to embrace certain technologies. Generational adoption, especially in technology, is a continuous iterative process. PoS as an independent process doesn’t really exist anymore, instead we have different solutions coming together seamlessly to take customers on a streamlined, personalised journey. Technology has facilitated us interacting with customers, collecting data and taking payments in the easiest way possible. Utilising personal data for a better consumer experience, whilst creating a hospitality journey with frictionless processes and transactions, is certainly the future of payments, but the focus should be on security and ensuring data is used responsibly. 1. www.ukfinance.org.uk/sites/ default/files/uploads/SUMMARY-UKPayment-Markets-2021-FINAL.pdf 2. www.ukfinance.org.uk/dataand-research/data/cards/cardspending For more information visit: www.itslolly.com or call 0800 038 5389
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Sonance case study- Dream team cinema Custom AV, Interior and Furniture design unite to bring the Wow factor to a Cheshire home A luxury family home near Knutsford, Cheshire has become the perfect palette for a team of custom professionals, bringing bespoke AV, interior and furniture design together with stunning results. The owners had asked local interior designer Sonia Simpson of ‘Silk & Stone’ Interiors to refresh the décor when, early in the project, it became clear that they needed much more than an interiors upgrade. The couple’s eightyearold cinema room had become a dead space, called into action only when their kids returned home. So, to bring the entertainment back to life, Sonia contacted Bolton’s Midas AV and Macclesfield-based furniture design company David Lisle Furniture to collaborate on a complete makeover for the main cinema room and an adjacent TV lounge. Midas AV’s Mike Scott takes up the story: “we’d worked successfully with Sonia on several projects, so she invited us to talk to the owners about the possibilities. “They described the old cinema space as ‘dull and miserable’ complaining that they had to be ‘dragged’ inside by their visiting kids to watch movies. Working with Sonia and David Lisle we had the opportunity to transform the 6m x 6m space visually and sonically so that once again it could contribute fully to the quality of life in their home.” ‘The owners had asked local interior designer Sonia Simpson of ‘Silk & Stone’ Interiors to refresh the décor when, early in the project, it became clear that they needed much more than an interiors upgrade’ Restoring the Wow Factor “Midas AV put together Gold/Silver/ Bronze options for the cinema system, but the client, who had some knowledge of AV brands and performance, wanted to go one better – a platinum solution if you like – so we designed a 7.2 audio 22
system using Sonance Reference Series R2 LCRs, R1SUR surround speakers and twin i10 active subs, driven by an Arcam AVR10 surround receiver. “This is a pretty straightforward high quality system design, which the clients wanted – and even though we plasterboarded the ceiling to soundproof the room from above, the shallow depth prevented us from taking the discreet Atmos option, which would entail a false ceiling, reducing the ceiling height. “They certainly didn’t want that, so we fabricated a tray-type ceiling around the perimeter to house up and downfiring LEDs, the projector and the surround speakers. “It’s a very discreet result, offering an excellent immersive audio experience while complementing Sonia’s stunning interior design.”
similar transformation but on a smaller scale: same quality scaled down. “Again, we used a striking custom designed furniture unit by David Lisle at one end of the designed space to support the TV - another 65” Samsung 8k display – and to house three horizontal Sonance R1 LCRs, together with an ultra-compact Sonance D8 micro subwoofer, an Arcam AVR 390 and source equipment. The cabinet swing door is acoustically transparent, and its operation is assisted by a motorised piston to make the action smooth and trouble free.” “For both rooms we suggested that the speaker grilles be RAL colour-matched to the furniture but again the lady of the house surprised us by insisting that the drivers remain exposed, because she liked the look!”
“For the video elements we designed a dualpurpose system comprising a motorised Projecta screen which drops in front of a Samsung 65” 8k TV, helping the client to enjoy a big screen movie experience when the fancy takes them, or day-to-day, a reference TV solution. “The two screens, the LCRs, the system electronics and a single i10 sub are housed within a beautiful custom furniture unit from David Lisle: we made several trips to their workshop with the kit to ensure they had the exact measurements for a flawless result. “Backlit alcoves each side of the screens display Star Wars memorabilia at the special request of the lady of the house, who happens to be a huge Star Wars fan.
“For both rooms we suggested that the speaker grilles be RAL colourmatched to the furniture but again the lady of the house surprised us by insisting that the drivers remain exposed, because she liked the look!
“…we fabricated a tray-type ceiling around the perimeter to house up and downfiring LEDs, the projector and the surround speakers. It’s a very discreet result, offering an excellent immersive audio experience while complementing Sonia’s stunning interior design.’’ New look for the Lounge “We’d almost completed the cinema when the clients asked the team to work on an adjacent 6m x 5m lounge area; they wanted a
Music & Sound
The challenges? “In the end it all came together beautifully but the major impediment to progress was Covid. The project was planned during lockdown, which entailed many Zoom calls and socially distanced meetings, adding months to the schedule. “If you exclude the Covid factor, the entire installation took about three months to complete, aided by Habitech during system configuration.” “Habitech’s Dan Black remained in touch throughout to help us with the equipment choice and to bring in Habitech’s home cinema design team for advice on the positioning of the subs in the main cinema room. “They suggested that twin diagonally opposing subs would be the best way to load the room and it worked! “And even though I was obliged to complete an online configuration course to supply the Arcam components, Dan offered to perform the final Dirac Live calibrations on-site anyway. “It was
good before, it’s amazing now! “I couldn’t be more impressed by the support from Habitech for this project.” “It was good before, it’s amazing now! I couldn’t be more impressed by the support from Habitech for this project.” The results “The clients absolutely love what we’ve achieved and say they now spend so much more time in the cinema and lounge. “It’s a complete turnaround from what existed before, and they’re thrilled to be able to enjoy movies and music in high quality and within environments that look and feel so beautiful. In essence our custom coalition of AV, interior and furniture design has enriched their experience of the space and transformed the way they view their home “In essence our custom coalition of AV, interior and furniture design has enriched their experience of the space and transformed the way they view their home. Equipment Cinema 3 x Sonance R2 Reference Series LCR 4 x Sonance R1SUR surround/ceiling speakers 2 x Sonance i10 10” active 300W subwoofers Projecta electric in ceiling tab tensioned 106” 16:9 acoustically transparent UHD screen Arcam AVR10 surround receiver Samsung 65” 8k TV Lounge 3 x Sonance R1 Reference Series LCR Sonance D8 micro subwoofer Arcam AVR390 receiver Samsung 65” 8k T www.habitech.co.uk
Music & Sound
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MUSIC FOR Y
Rightsify provides you with cu rights included. No more
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YOUR HOTEL
ustom music for hotels with all e license fees to PRS/PPL
Create the perfect playlist for your business Auracle Sound supplies UK businesses with commercially licensed background music. Getting the music right is a crucial part of creating the congruent environment that attracts customers. Architecture, interior design, lighting, heating, scent and music; all these elements come together in a continuous flow that create your brand’s atmosphere. The latest psychological and anthropological studies show that these influences can affect sales dramatically. Music, the most immediate of these elements, is also the quickest and easiest to change with far reaching and long lasting effects. Where inappropriate music causes an, ‘avoid’ reaction in visitors, music aligned with the rest of your environment influences an, ‘approach’ reaction; increasing traffic, dwell time and as a result, turnover. Background music is an essential ingredient in creating an atmosphere for retail and leisure venues. Music can make the difference between ‘Stop for one’ or ‘Stay for the night’. The atmosphere you present when a customer enters your establishment can make the difference between a quick visit
or a long stay. Attract more traffic with customers focused music channels or bespoke onbrand playlists designed for your business. Subscribers can even schedule their favourite music channels throughout the day to reflect quiet or busy periods. Restaurants look to keep their guests comfortable during dinner by sticking to a genre and tempo then picking up the pace to encourage diners to stay on for one more drink. From cutting edge cocktail bars, sophisticated hotel bars, to traditional country pubs, just like the drinks, getting the mix right is what counts. We have carefully designed music channels from Light Classical to Piano Jazz, Jukebox Classics, Mellow Pop, Top 40, Bar House and current lounge to match all sorts of bar requirements. The live channels are curated from hundreds of thousands of classics, new releases, re-releases, edits, and remixes. Dynamic playlists are then shuffled to create a spontaneous selection every day. Top tips for bars and restaurants: 1 – Play slower songs during downtime to boost sales in drinks and desserts while increasing client satisfaction!
A range of licensed music channels - A broad array of genre specific channels each featuring a vast library of classic, current and future releases together with regular updates. Instant access via the Auracle APP - Get instant access to our live streaming channels now by signing up for a free one week trial. Schedule the music to your audience - Day part and schedule your chosen channels across the week to tailor the music to your audience. Manage your account online - Manage your user profile online with easy access remote monitoring, scheduling and automatic billing.
Studies show that slower tempo music actually encourages clients to stay for longer, spending up to 40% more money on drinks and desserts, especially during downtime! By setting a relaxing mood with slower quieter music, you will be able to increase client satisfaction. Another recent study showed that bright and noisy environments may actually be encouraging the customer to overeat. By slowing down the tempo and turning the volume down, you get people to stay for longer, eat less, and be more satisfied! 2 – Maximize busy times by turning up the volume and playing higher tempo songs By turning up the volume and keeping the tempo high, you will be able to turn tables much more quickly, allowing you to free up tables more easily and serve more customers. Multiple studies in recent years have established that the tempo of music has an impact on our perception of time. Basically, our perception of time is affected proportionally by the tempo of the songs we listen to. If you’re listening to high tempo electronica, it may seem like time is going much faster than it actually is. On the other hand, if you’re listening to slow tempo music, it may seem like time is passing much more slowly than it actually is. This characteristic of human nature allows you to adjust the perception of time of your customers, depending on what behaviour you want from them. The best part about this tip is that it allows you to “rush” patrons out of their table without ever making them feel unwelcome. You won’t need to tell them that you need the table if their internal clock is telling them that they have spent too much time dining and drinking! 3 – Turn up the volume for a boost in drink sales After you closed the kitchen and you want to maximize profits while everything is being prepared for the next day, the bar is probably your best bet. To make the most of this, turn up the volume!
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Music & Sound
Multiple studies, with some dating back to 2008, have established a relation between alcohol consumption and the volume of music being played. Putting it simply, loud music meant that alcohol orders became more frequent. The researchers behind the study offered very interesting hypotheses on why this happens. “One, in agreement with previous research on music, food, and drink, high sound levels may have caused higher arousal, which led the subjects to drink faster and to order more drinks,” said Guéguen. 4 – Pair the menu with an appropriate music selection Pair the menu with the music, backed by multiple studies, regardless of how developed you think your palate is! While high-pitched sounds emphasize the sweetness in foods and drinks, low-pitched sounds emphasize the bitterness in them. Obviously, the difference is slim and only processed subconsciously. But still, if your business is known for its desserts and sweet cocktails, playing bass heavy music will deter from the customer experience.
Background Music For Hotels Attract guests to your hotel and present a unified audio branding across all your sites with the perfect playlist. Customised a schedule of suitable music in each audio zone to add personality and consistency. Soothing classical or the latest mellow pop in reception, sophisticated light jazz in the dining room, current chart dance in the gym or relaxing spa music in the treatment rooms. Appropriate music in each respective zone sets the scene complementing your interior design, lighting, decor and overall ‘environment’. Schedule the music throughout the day to pick up in the bar as the day progresses, turn instrumental as the dinner service begins and guests want to talk or throughout the year with changing of the seasons. Now you can even schedule timed Covid-19 compliant health and safety announcements to reassure your guests or remind your staff. Top tips for Hotels Background music for hotels can make all the difference in how your
guests feel when they stay at your hotel. It is something that you need to consider, if you want to ensure that your hotel is getting as many repeat customers as possible. What kind of background music should you play? The answer is simple: whatever makes people happy! Background music doesn’t have to be anything specific, it just has to be enjoyable and pleasant for the customer’s ears. A great benefit of having background music in your hotel is that it gives your guests a feeling of being transported to their own private sanctuary. Background music can help people relax and unwind after they have had an exciting day in the city, or when they are travelling with work. The best way for you to find out what kind of background music is suited for your hotel is by getting to know your customers, understanding their demographic and surveying them directly! From this, we can create your perfect playlist or schedule for your guests. www.auraclesound.co.uk/ background-music/hotels/ www.auraclesound.co.uk
Background Music For Business Auracle Sound supplies the retail and leisure industries with a commercially licensed music streaming service via our App, Web Player or hardware options.
Bars & Pubs
Hotels & B&B’s
Gyms & Leisure Centers
Cafe & Coffee Shops
Hair & Beauty Salons
Spas & Relaxation
Music & Sound
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