Hospitalitech Magazine - July Issue

July Issue The trends transforming the industry in 2021

Smart keg technology transforming the pub and restaurant industry

Servers, meet your new best friend…

Pages 8-9

Pages 12-13

Pages 14-15

www.hospitalitech.co.uk

Contents 4

Industry News

14

Payment Solutions

22

Security

28

Apps

34

Digital Catering Equipment

To feature in an upcoming issue or to discuss advertising opportunities please contact a member of the Hospitalitech team; Publication Manager Dean Little - 01227 314 325 dean@hospitalitechmagazine.co.uk Sales & Marketing Manager Michael Amor - 01227 314 325 michael@hospitalitechmagazine.co.uk Editorial Assistant Carol Jean - 01227 314 325 carol@hospitalitechmagazine.co.uk

NH Hotel Group announces smart tablet in reception – a new digital solution with Microsoft surface New digitised check-in and check-out process enhances guest safety, reduces environmental impact and saves time for guests At the forefront of innovation in the hotel industry and committed to offering the best services to its guests, NH Hotel Group has launched Smart Tablet in Reception. The new service reduces physical contact and time spent at reception during check-in and check-out by digitising all elements of the process, improving customer experience and providing both safety and sustainability benefits.

A collaboration with digital solutions integrator Econocom Group, together with its partner 3G Mobile Group, a specialist in digital signature solutions, and Microsoft, who are supplying Surface Go 2 devices, has been key in helping NH to digitise all the processes its customers go through at the reception. Integrating the signature software and the associated services has helped advance in NH Hotel Group’s “paperless” strategy to further reduce its ecological impact. The Surface tablets provide a streamlined check-in, enabling guests to access digital copies of their booking information, digitally sign documents and consent

forms (such as GDPR) and complete the usual identity verifications needed when arriving at a hotel. In addition, upon leaving, guests can use the service to view invoices and send them quickly via email, improving the check-out process.

This new solution, which is designed to encourage the progressive return of customers through enhanced safety, is operating successfully at NH Collection Barcelona Gran Hotel Calderón and NH Madrid Nacional and is expected to roll out to most of the company’s properties during 2021. And while local regulations around the digital experience may vary from country-to-country, NH Hotel Group has taken measures to streamline the process and has created a technological platform that adapts to customers’ needs in each territory.

Commenting on the service, Rufino Pérez, COO & Global Transformation Leader of NH Hotels Group said: “Even at a time like this, at NH we have not stopped thinking about the need to innovate and improve the experience of our customers.

That’s why, with Econocom and Microsoft, we’re trialling Smart Tablet in Reception - a Surface Go 2 that allows us to significantly reduce wait times both during check-in and check-out, which are two key moments of contact with all our guests. In turn, we are completely eliminating the use of paper which also has a very positive impact in terms of sustainability.” Roger Grau, director of NH Collection Barcelona Gran Hotel Calderón added: “This is a solution that allows NH Hotel Group to ensure the safety of its customers by minimising the risk of contamination.

The customer interacts directly with the Surface Go 2 device, eliminating contact with other risky elements, such as using a pen. After use, each device is sanitised and ready for the next customer. In addition, thanks to the device, we have managed to digitise and simplify the processes that are usually quite tedious at reception and for which previously paper was used. It is a tool that is of great help to the reception staff who can now spend their time on more productive tasks.”

Commenting on the collaboration, Jaime Villanueva, CEO of P&S of Econocom, said: “Our solution has been chosen thanks to its flexibility, cost and security. We have been able to create, together with NH, an ad-hoc procedure for the supply and maintenance of devices and integration of their applications.

Guests that prefer to use their own device or avoid the reception area entirely can make use of NH Hotel Group’s existing FASTPASS service, another example of the Group’s commitment to providing innovative and unique customer experiences.

FASTPASS combines three digital services: Online Check-in, Choose Your Room and Online Check-out and can be accessed from a customer’s own mobile device through the NH APP or via the company’s website from other devices.

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Industry News

SIHOT automates hotel check-in SIHOT.KIOSK brings efficiencies to front desk operations and the guest experience Hotel management platform digitalises check-in to capture essential guest data, streamline processes, and maintain health and hygiene standards SIHOT, one of the leading modular hotel management software systems, has launched SIHOT.KIOSK to provide guests with a seamless, fully digitalised check-in experience while automating hotel operations.

The new check-in terminal provides hotels with a secure and efficient check-in point for guests, designed to bring greater efficiencies while capturing all essential guest information. The SIHOT.KIOSK software, connected to SIHOT’s Property Management System, is accompanied by the Stellar TK-2130, a modular kiosk system that can be customised to the hotel’s brand and lobby interior.

Guests can use their booking confirmation details including reservation number, GDS or QR codes to complete the data requirements for check-in

registration and confirm the hotel’s terms and conditions. SIHOT. KIOSK also features an AdriaScan ID reader for the immediate, automatic transfer of text-data from personal IDs and passports into the hotel management system.

On completion of the registration process, the terminal generates a room key card for the guest.

Hotels can also earn ancillary revenue by offering upgrade options, presenting the guest with room details including images and descriptions in various categories, while integrating other services, like breakfast or hotel transportation.

Carsten Wernet, Executive Board Member at SIHOT, said: “Guests are more digital savvy than ever before, and hotels need to ensure data is compliant and accessible.

We’ve developed the kiosk system and terminal so hotels can tailor the check-in experience to each specific property to provide a full brand experience. We are continuously evolving our platforms

Industry News

to bring greater efficiencies to hotel operations so staff can focus on serving their guests rather than fulfilling processes.

Hotels can benefit from our wide range of integrations to connect applications to elevate the guest experience.”

SIHOT.KIOSK is designed for easy and quick servicing and maintenance, and features a touch-screen monitor fitted with an antibacterial nano-coating with bacteriostatic and sterilising components to maintain hygiene and cleanliness.

The terminal has also been built to handle the check out process, taking prepayment by credit or debit card, automatically booked and billed via SIHOT.KIOSK with the guest receiving an invoice to their nominated email address.

The kiosk system was specially developed by SIHOT for self-service applications with additional integration options to connect peripheral devices for hotel operations.

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21Blox restaurant launches to help talented chefs through the pandemic A brand new and innovative concept is launching to help chefs get back on their feet after the pandemic. 21Blox is a restaurant that empowers talented chefs by providing them with a wellmanaged platform to launch their new culinary concepts.

The business has opened their applications this week for chefs to register their interest in getting involved.

Typically, a week is divided into 21 mealtime blocks; 7 breakfasts, 7 lunches and 7 dinners. This is the basis of the concept, giving the inspiration for the name, 21Blox.

Through a shared economy, chefs will be able to take control of set blocks each week, serving their own menus, launching their

own concepts and introducing their brand. It will give them the opportunity to showcase their talents and make a profit, whilst the industry is recovering from the pandemic.

The pandemic has hit the hospitality industry hard, with constant closures and uncertainty.

It’s going to take a long time for chefs to recover from this and recoup the lost time, profits and creative opportunities they have missed out on. 21Blox is offering professionals a helping hand to get back into business and doing what they are passionate about.

21Blox is an easier route into restaurant ownership. Usually there is an entire year’s operating

costs required for start-ups, which is raised through venture capital, loans and other avenues. During the current economic climate now is simply not a realistic time for chefs to be starting their own restaurants independently. 21Blox’s mission is to offer an affordable platform for talented chefs, making them more attractive to future employers and investors.

The concept was developed by Tracy Kohl, a yacht chef who planned to retire later this year.

However, when the pandemic hit, she wanted to find a way of investing in passionate and talented chefs who are looking to launch their own brand. She is now dedicated to reducing the risks, stresses and financial burden of restaurant ownership and empower those who have a passion for hospitality.

Founder, Tracy Kohl says “The art of being a chef seems to be slowly eroding away by an uncertain economy, disappearing employment opportunities, and developments in AI. Restaurants could soon suffer the same fate as high street retail. We aren’t ready to see independents become instinct.

They should be able to expand organically like the big competitors are able to do financially. We want to be able to help talented chefs make their dreams of owning an independent restaurant a reality”.

To register their interest, all chefs need to do is input their details on the online form on the 21Blox website: www.21blox.com

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Industry News

SPOTTA strengthens global react with new resellers Smart Pest System company signs three new agreements in North America and UK Spotta Smart Pest Systems has strengthened its global reach with three new distributor agreements: Pest-End Exterminators and Colorado Tri-Flo Systems in the USA, and Amicus Environmental Services in the UK. The new additions further Spotta’s ability to provide technology-led solutions which aid pest control in the accommodation, forestry and agricultural industries.

Each of the new partnerships will centre on Spotta’s monitoring solution for the accommodation sector, which detects bed bugs in hotels, motels, hostels, student residences, care homes and other multi-room accommodation businesses. The resellers will also assist customers in their region with installation and servicing, training and ongoing customer support.

Pest-End will incorporate Spotta as a part of its integrated pest management solution. The provider works with residential and commercial properties in

Massachusetts, New Hampshire and Maine. Colorado Tri-Flo will offer Spotta’s always-on monitoring technology alongside its own industrial heaters for treating the pests.

Amicus Environmental Services plans to utilise Spotta’s technology as part of its focus on delivering technology-driven solutions to the pest control market.

Robert Fryers, CEO of Spotta, says: “Each partner company shares our belief that technology can help the pest control industry work in a more proactive way. Monitoring leads to early detection, and early detection of pests leads to more effective treatment and the opportunity to reduce pesticide use.

“Whether it’s the pairing of our monitoring system with Colorado Tri-Flo’s heat treatments, the support of industry-leader Pest-End or the forward-thinking of Amicus, each partner enhances our

Industry News

offering. We’re looking forward to working with them to bring about a technological revolution to the global pest control industry.”

Offering unique detection and 24/7 monitoring solutions, Spotta’s smart systems allow businesses to react early and in a targeted manner to the presence of pests. This early action leads to a reduction in pesticide use in treatment and minimises overall damage caused by pests, controlling them before large scale infestations can take hold.

Spotta uses computer vision (to detect and classify the pests), a dedicated communication network (to notify of pests’ presence) and custom-designed hardware, for ‘fit and forget’ installation. Its accommodation solution, the Bed Pod, has a 94.2% detection rate in detecting the presence of bed bugs.

For more information on Spotta Smart Pest Systems, visit spotta.co.

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The trends transforming the industry in 2021 The pandemic has irrevocably changed the food and hospitality sector and, with government restrictions set to be lifted in the not-too-distant future, food safety challenges are at the forefront of the minds of businesses gearing up for the sectors reopening to the public.

Throughout the three UK lockdowns, it comes as no surprise that the hospitality and food & beverage industries have been hit the hardest.

Finding the perfect balance It is safe to say that technology will continue to play a vital role within all industries, and whilst it improves speed, efficiency and reduces human error, it is important to strike the perfect balance between tech-enabled kitchens and a personalised customer experience.

Digitising essential and timeconsuming tasks, such as cleaning checks and temperature recording via automated temperature pods for fridges and freezers, provides staff and business owners with the opportunity to turn their attention to their customers, ensuring that all food safety is taken care of.

But, during the last twelve months, almost all industries have seen a rapid change in technology and digital aids and for many this is now the only way to progress and remain both open and relevant within their sector.

Technology should be used to enhance the role of humans, not replace them entirely. By digitising a few aspects of restaurant and hotel kitchens, such as daily safety checklists, business owners of small premises alone can save more than 10 hours per month by removing paper-based reporting - resting easy in the knowledge that they are compliant with current regulations.

Automated temperature monitoring allows appliances to be monitored 24/7, ensuring items are always kept at compliant temperatures. Kitchens are now introducing technologies such as food temperature taking devices, for instance Smart Probes which automatically log data online and can work on a direct alert system that will also ensure staff are quickly notified of any potential issues before they arise.

In this piece, Ben Gardner, CEO of Navitas Safety, discusses the rise of kitchen technology and the trends that are set to transform and futureproof the industry throughout 2021 and beyond.

With a digital food safety system in place, hospitality business managers can minimise, if not completely mitigate, the risk of a hygiene breach, which they are able to monitor through a live dashboard.

Reducing the manual aspect of food safety management can quickly allow business owners to focus on providing customers with an unforgettable experience, but for all the right reasons.

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The importance of software and technology Going forwards, having a digital allergen management and tracking system is going to be essential for businesses within the food and beverage sector. This will ensure that the seller can always prove that they have clearly labelled all allergens within the food they produce for direct sale.

If businesses fail to do so, they will be putting themselves and their customers at risk. A digitised system, which maintains a record of all allergen labels printed, will guarantee that businesses are entirely protected.

And, with Natasha’s Law coming into force as of October this year, it is more apparent and important than ever before.

The Navitas Digital Food Safety system, for example, keeps a record of the food that has been produced, as well as information such as who printed the label, the allergens that were present within the food and when the label was printed.

You can also cross reference this with the barcode and your POS system for complete traceability.

This will provide businesses with total confidence that they have remained compliant with Natasha’s Law. Combatting more than just COVID-19 Technology isn’t something to just support and help us navigate our way through the current circumstances, though.

Although kitchen staff are unable to work from home, technology can help support workforce management and staff availability. And, when all other areas of the business run smoothly, this will transcend into the kitchen too.

With the ability to monitor customer trends and forecasts, improve data collection and check stock levels, why would businesses choose not to utilise the power of technology?

Household brands such as Samsung are integrating new technology into their kitchen appliances, so it is now essential that brands and businesses within the food and beverage sector follow suit.

Now, many of Samsung’s fridges are somewhat of a family hub.

Although integrated with WIFI and the ability to watch TV, they are much more than that.

Utilising SmartThings technology, these fridges allow people to see what is inside their fridge, wherever they may be. Aiding the weekly food shop, such technology also allows homeowners to limit food waste, helping with the all-important sustainability efforts within the UK. Whilst these are transforming the homes of thousands, they could now be used to benefit and transform restaurant and hotel kitchens too.

COVID-19 may be the pandemic that has taken over the world recently, but there are a number of other crises that will continue beyond the effects of coronavirus. Food waste and, of course, global warming are just two of them.

By introducing technology into kitchens, this will help contribute positively to both of these incredibly important issues, as well as reducing the UK’s carbon footprint.

Improving consumer confidence 2021 is the year to go digital and food businesses need to do more with less. Consumers are going to be even more sensitive to food hygiene standards and will choose not to dine with businesses if they feel they are not conforming to the highest levels of safety.

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Citysuites makes room for expansion with new website CitySuites has unveiled a new website that supports its future ambitions to expand the number of luxury short and long stay residences within the brand, beginning with the opening of a second exclusive aparthotel in Manchester City Centre in summer 2021.

As the hotel welcomes guests again, the website reveal indicates the positive future for the luxury five-star hospitality business, which is part of the Select Property Group based in Alderley Edge, Cheshire.

Developed by its digital agency partner Absurd, CitySuites’ new site features innovative technology and digital-first services. It has a bespoke contactless check-in process that eradicates the need for guests to go through the typical registration process on arrival, and enables them to just verify their identity on entry to the aparthotel based on the information already provided. There is also a new portal for guests to view their reservations, make changes ahead of their stay and that simplifies repeat booking.

As well as exploring the different types of accommodation offered across the two hotels, visitors can also discover more about Citysuites’ other facilities including the Embankment Kitchen restaurant, gym and pool.

Tara Homayounbod, Marketing Director “As well as evolving the site to include our new hotel, which will open this summer, we have added new features to further enhance the visitor experience. Users can explore our rooms and facilities through virtual tours, as well as learn more about our locations.

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“Many service requirements for CitySuites differ from the more typical hotel needs, due to the specialist accommodation offered and lengths of stays, which we have built into the new user journey, booking process and site features. Absurd has done a fantastic job with the design, brand positioning and the functionality of the site. We’re just so glad to be reopening again and to build on our future plans.”

Oliver Bailey, co-founder of Absurd, adds: “The new design and features are baked in user insight and testing, and we’ve created a framework that will support CitySuites’ growth as they expand both in the UK and internationally. We’ve focused on the navigation and how ultimately users will be able to explore all aparthotels with ease.

“As a result of a platform upgrade and a headless CMS, the new site also benefits from a much faster load time and improved experience.

By implementing a component based set up, content admins can create new pages with ease. This means Citysuites can operate with agility and be more reactive around campaigns and deals, and the platform facilitates ongoing communication with guests with more personalised marketing.”

CitySuites is located in Manchester City Centre and combines the comforts of home with the luxury touches of a hotel, providing an exceptional living experience that surpasses standard serviced apartment accommodation. www.thisisabsurd.com www.citysuites.com

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The smart keg technology transforming the pub and restaurant industry Although there are still strict COVID-19 restrictions in place, pubs and restaurants are now allowed to serve customers outdoors, which means that many people will be heading out for a celebratory meal and a pint. It’s not just the patrons that are celebrating; the hospitality industry can now breathe a small sigh of relief as they are able to conduct business (albeit on a smaller scale) once again.

But, as the industry prepares to start selling once again, a number of keg thefts have threatened to stop it in its tracks. Earlier this month, 43 kegs were stolen from Arundel Brewery at Ford Airfield Industrial Estate. Even though the kegs were empty, the loss still amounts to more than £2,000 since each keg costs about £50. This is not just a problem in the UK; global keg losses are estimated to cost the brewing industry between £220m and £365m each year. With breweries and distilleries closed

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most of the year due to lockdown, keg losses are particularly distressing to suppliers and pubs that have been hit hard by COVID-19 restrictions. As the hospitality industry re-opens, publicans, hoteliers, and restaurateurs are focused on reducing any unnecessary cost and waste.

The causes of keg loss are not limited to theft. Wastage and loss can also occur due to: -Distributors gathering the wrong brewery’s kegs when collecting empty containers - Identification tags being knocked off - Tags rendered unreadable by wear and tear - Event organisers failing to return kegs - Stolen kegs being sold to scrap metal merchants The loss of kegs can add millions of pounds to annual capital costs

for the industry, which is why those involved in the beer keg supply chain are turning to smart technologies for real-time tracking and visibility.

The smart technology keeping beer kegs safe The best way to prevent theft, damage and poor handling of beer kegs is to increase the visibility of their location and condition throughout the supply chain. These days, kegs can be fitted with smart keg tracking sensors connected to the Internet of Things (IoT).

Reporting information to a central management dashboard, these sensors offer real-time visibility of the entire keg fleet, at any time, from anywhere in the world.

With both GPS and RFID technology, smart sensors not only track a keg’s location, but can provide a wealth of data on a keg’s current condition, including temperature, tilt, levels, tamper shock and

movement. If there is a change in location or condition that could signify theft, accidental damage or tampering, the system will send an instant alert to any connected device.

This means that swift action can be taken to remedy the situation.

Along with preventing keg loss, the data from a smart keg tracking system can also be analysed and used to optimise the beer keg supply chain efficiency. For example, a supply chain manager can identify and address common bottlenecks, thereby speeding up the supply process, reducing overheads and improving the customer experience.

With total coverage, visibility and control, breweries, distilleries and the hospitality industry can prevent keg loss and have a better chance of remaining profitable in these trying times.

Cheers to that!

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Servers,

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15

Emerging out of lockdown, what does this mean for payments in Hospitality?

By Koen Vanpraet, Group CEO, PXP Financial The hospitality industry continues to be heavily impacted by the global COVID-19 pandemic. While bars and restaurants are opening back up, many have been forced to rethink how they approach their services. This was not only to be in-line with government regulations though, but it was also to adapt to the changing desires of customers who hoped to reduce person-to-person contact and placed a higher priority on hygiene and social distancing. To keep customers coming back, changes had to be made.

In the payments industry, this can be easily seen through the huge rise in cashless transactions made due to fear that physical cash might carry diseases. Shortly after lockdown began, Square performed research into the number of businesses who were effectively cashless (with cash payments making up less than 5% of all transactions) and found that in the UK, pre-COVID it was only 10% but after the pandemic hit this number rose to an incredible 60%. Then in late 2020, McKinsey found that the use of cash globally decreased four to five times the annual expected decrease in cash usage, based on trends from over the past few years.

As the UK came to the end of its national lockdown on the 12th April 2021 hospitality businesses across the UK have begun to reopen.

While hospitality establishments have prepped for an influx of customers, eager to simply get out the house, eat out (and not do the washing up!), this doesn’t mean that everything will go back to the way it was in early-2020. The customer’s desire for a touchless hospitality experience have not simply gone away and so as the industry reopens, it is imperative that businesses in the sector are implementing flexible payment strategies that ensure customers can pay, while also remaining safe.

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Use technology to support a touchless meal out Under restrictions orchestrated by the UK government, many bars and restaurants were quick to innovate with digital solutions that helped them maintain social distancing.

The use of contactless payments increased as some venues took up a policy to not except any forms of physical payments. Then there was a digital implementation of table services and app-based ordering, utilising the customers smart phones and internet connection or QR codes to make orders. This all fed into delivering a touchless experience that kept customers safe and this should be retained even post lockdown as an option for consumers.

The same can be shown on the payments front. There are now numerous mobile platforms that can facilitate both the ordering of food and the payment process.

This had the advantage of not only encouraging contactless but also allowed the industry to offer multiple payment options for patrons. As more people manage their lives with a smartphone, the adoption of online and cashless payments was inevitable and under COVID-19, it was essential.

Customers expect this now and so having this option available postCOVID is a must for any hospitality business coming out of lockdown.

Hotel check-in – quick, easy and simple The situation is a little more complicated for hotels. While many of the changes above can be used for restaurants facilities, typically the customer touch points can often be literal touch points and that makes them more complicated to make contactless payments. However, with the right digital technology in place, hotels opening this year can do so while reducing the need for physical contact with guests.

Payment Solutions

Pay by Link is one example of a tool that has been tested under COVID restrictions to support a touch-free check-in. The tool allows hotel staff to create and send customised payment links directly to a customer’s inbox so that they can pay using digital payments. This not only reduces the need for face-toface transactions, but it also means check-in can happen before the guest even sets off for the trip so that as soon as they arrive, they can head straight to their rooms, digital key on their smartphone in hand. Then, when they are ready to check-out they don’t have to drop anything at the counter, it can all be handled through a digital application which speeds up and streamlines the entire process.

While there is certainly nothing wrong with traditional methods of customer service, COVID is still a concern for many and so finding a way to meet customer needs while maintaining contactless and social distancing is vitally important. This way, the hospitality industry can provide its guests a pleasant holiday experience while still maintaining a more hygienic customer service.

The key to success lies in digitisation The key to surviving under COVID-19 in the hospitality industry is to digitise numerous customer services. Now that more businesses are getting the chance to reopen after over a year, it is imperative to have these changes already in place to find success. COVID-19 has changed what customers expect and want from their hospitality experience and it will not be reverting to pre-COVID conditions just because restrictions have lessened. As your hospitality business emerges from lockdown and re-opens, ensure you have digital options available, to ensure you can offer your customers the convenient and safe touch free experience that they will expect.

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SiteMinder introduces trivago, payments processing into platform to secure revenue for hotels SiteMinder, the world’s largest open hotel commerce platform, is growing its metasearch and hotel payments programs to give hotels more choice to manage and protect their revenue in unpredictable travel markets.

SiteMinder is adding trivago, the world’s largest hotel price comparison website, to its metasearch program, ‘Demand Plus’. Through Demand Plus, hotels have their metasearch setup, billing, bidding and campaigns managed entirely by SiteMinder, and pay for completed stays booked directly through their own website from Google and, now, trivago.

Over the October to December 2020 period, when hotel bookings globally dropped to 41.2 percent of the prior year’s levels in the SiteMinder World Hotel Index, total bookings made via Demand Plus grew. One hotel seeing

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Payment Solutions

the benefits is Hotel Aquino in Berlin. The property’s business development manager, Benedikt Winkels, says, “Even in light of the overall difficult market conditions, we have seen an encouraging number of bookings coming through Demand Plus. To us it’s an important component of our efforts to increase direct revenue as the market recovers and into the future.”

Another hotel is Grupo MX in Mexico. Mauricio Hernandez, Manager of Commercial Connections, says, “Demand Plus has increased direct reservations for my hotel by 30 percent. As our official site offers the most competitive rates and now appears in metasearch channels, it gives us more possibilities to generate direct reservations.”

In addition to growing Demand Plus, SiteMinder is introducing the ability for hotels to process guest

payments from within its platform, as part of the SiteMinder Pay program which provides integrated payment solutions. Using the new capability, hotel subscribers can now more securely process payments and refunds for bookings made via OTAs, by digitising the process rather than processing credit cards manually.

The capability caters to the thousands of hotels that are yet to integrate their booking technology with their property management system, and consequently record their guests’ credit card details in non-secure, often paper-based locations. Research by SiteMinder shows that four-in-five of those hotel customers currently log in to its platform at least daily to access the credit card details of their guests and manually enter those details into their property management system or point-of-sale terminal.

By allowing those hotels to process guest payments within SiteMinder’s platform, they can process payments at the time of booking or quickly after the initial deposit, to reduce credit card fraud, increase the security of how payments are managed and get cash in the bank sooner. In addition to offering a contactless payment option for guests, hotels can eliminate the risk of credit card declines or guest no shows, forecast when future payments will arrive, and make refunds with no fees for either the property or guest. Early adopters of SiteMinder Pay also report saving an average of 4.2 minutes in manual handling, per booking.

The growth of SiteMinder’s Demand Plus and Pay programs addresses two of the most complex and vital areas of e-commerce for hotels—direct bookings via metasearch, and managing payments—during a critical time. By reducing the complexity involved with both, SiteMinder is giving hotels more choice to manage their direct and indirect revenue streams, and to protect those in the current travel climate and beyond.

“Right now, hoteliers across the globe are faced with the dual challenge of fewer travellers and an increasingly-complex plethora of digital marketing options. Most hotels don’t have the budgets and resources they need to leverage all the opportunities available to make themselves more visible and improve the management of their revenue,” says Dai Williams, Chief Growth Officer at SiteMinder. “The growth of SiteMinder’s metasearch and payments programs is part of our commitment to supporting hotels with more choice, during this difficult time and as travel recovers.”

The adoption of SiteMinder’s transaction-based offerings, including Demand Plus and SiteMinder Pay, grew over 50 percent in the year ending March 2021, reflecting deeper hotel customer needs that have been met by SiteMinder’s hotel commerce platform and partner ecosystem during the pandemic.

Payment Solutions

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Integration is the way forward The value of technology is rarely about a single product, but instead bringing multiple technologies into the whole seamlessly integrated customer experience AI is fast becoming an integral part of our lives. Within the hospitality sector the use of AI is still in its infancy, but we are beginning to see practical applications of this technology that will have real impact and benefits for hospitality providers and customers.

As with any new technology, there are several key considerations that restrict the commercial application of AI. These include: cost, customer acceptance, security and Return on Investment (ROI). It would be fair to say that until now, a cashierless, vision-based AI checkout was limited by these restrictions.

However, through steadfast integration with the full Lolly digital commerce offering, we have developed a solution that makes AI a reality for hospitality.

In this article, we will review how end-to-end integration provides the answer when it comes to issues regarding the commercial application of an automated checkout. We will also highlight the benefits of integration for customers and hospitality providers - that go far beyond the point of sale.

How does integration make AI and automated checkout a reality?

Previously the commercial application of automated checkouts was limited by the fact that no provider was offering payment, management and receipting within one single service.

This therefore meant transactions could not be completed securely or quickly, in a way that would have measurable benefits for either the hospitality provider or customer.

Creating a closed loop payment

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environment makes the automated checkout completely seamless for all parties.

recognition process and allows the customer to review the payment taken when convenient for them.

How does AI come into it?

What benefits does integration have for hospitality providers and customers?

Through a simple app sign up, hospitality customers can top-up credit or connect their card to their account. In the canteen, cafeteria or restaurant, they can select their packaged or fresh items and bring their tray to the AI kiosk. Items placed on the kiosk will be scanned by vision-based technology powered

by AI, and payment then authorised by the customer scanning their in-app QR code, or RFID enabled security badge. In order to deliver an almost instantaneous checkout, our own Snapserve AI kiosk uses delayed product recognition and payment, thereby significantly speeding up queue throughput time.

Delayed recognition works to ensure 100% accuracy, without complicated setup, ongoing operational burden, or the requirement for pre-training. The image captured by the kiosk at checkout is reviewed by AI to identify the products purchased and take payment accordingly.

Human annotation processes the first few transactions and is used at the beginning of the loop to identify products when recognition is low, but as the AI is fed more data (in the form of image samples of menu items placed on the kiosk), it will develop confidence, so supervision is gradually removed.

Customers can move on quickly to enjoy their meal once their transaction has been authorised, which can take just three seconds.

Their receipt is then sent in-app (including visuals of their menu items), following the delayed

Payment Solutions

Affordable As the whole process is brought into one loop, under one provider, costs are brought down. ROI is high, due to reduced queuing and faster checkout times (fueled by delayed payment and receipting), enabling greater numbers of customers to be served, whilst cashier costs and wastage can be reduced.

Ease of management The system is immediately operational with 100% accuracy.

As everything is easily managed via the integrated app system, minimal training is required for staff.

Engaging with only one provider brings streamlined service and ensures efficiency.

Integration with the back-office keeps things simple for stock management.

Secure The whole AI and app network utilises a secure, cloud-based server to store data.

Reducing costs/wastage No shrinkage, as items placed on the kiosk will be billed correctly.

Back-office integration with the kiosk Point of Sale (POS) means stock management will be accurate and easy. Removing cashiers from the transaction process reduces costs or frees up staff time to focus on adding more value to the customer experience.

Hygienic Removing the touchscreen and human contact elements at the checkout helps improve hygiene and social distancing.

Speed Queuing can be eliminated, so corporate caterers and hospitality can provide faster, better customer service, particularly important for busy staff in a large facility.

Accessible and engaging Customers are increasingly demanding of a seamless experience. Whether online, mobile ordering, or in-store, customer expectations are of a fast, simple, error-free transaction. Automated checkout meets and exceeds these high expectations. The process is very simple and requires little education or time investment on the customers’ part to set up.

Beyond the transaction, the integration which comes as a part of automated checkout, improves the customer experience. Loyalty programmes are linked with the customer account so their points, discounts and offers are automatically applied. With topup and receipts provided in-app, customers can also manage their money and keep track of their orders.

Future technology ceases to become futuristic when it is delivered with relevance. When brought to market at the right time, with issues relating to accessibility, security, and affordability addressed, technology becomes beneficial and relevant. The value of technology is no longer in a single product, but in the whole seamlessly integrated customer experience.

Payment Solutions

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Now is the time to upgrade guest comfort with mobile keys and contactless check-in Travel is changing. Safety and convenience are now central to guest expectations, especially when choosing accommodation. An easy, cost-efficient upgrade to digital door security can help almost any hotel or rental property provide both.

Keys have been part of hotel management for so long, that it’s easy to miss how much work they create. Check-in and -out have barely changed: They remain manual, resource-hungry and common customer service flashpoints. Nobody wants to begin their holiday in a queue.

In 2019, 78% of travellers responding to a Travel Leaders Group survey wanted to see more self-service check-in*. This desire will only have grown. From a management point of view, switching manual keys for digital locking makes welcoming guests faster and more efficient.

The business saves money and reduces workload. This will soon be the “new normal”**. And guests will

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notice — which translates to better reviews on search engines and OTA websites, repeat business and more direct bookings.

“This quiet period, before mass travel restarts in earnest, may be the best time to refit and reopen to guests with a safe, contemporary, digital experience,” says Iñigo Aldalur at TESA Hospitality. “The upgrade is more cost-effective and less invasive than many owners imagine.”

A unified, digitalized door solution improves the guest experience Designed for accommodation of almost any size and type, TESA Hotel is a simple upgrade which unifies lock hardware and software

Security

in one system. A broad hardware range includes robust locks and in-room devices, all with modern aesthetics. Battery powered and wireless, they come in multiple finishes and designs.

Guests use RFID credentials or mobile “keys” on their smartphone instead of mechanical keys. They open their room and common access doors, turn on lights and unlock a safe with one credential.

It is simpler and almost cost-free to issue a key to every occupant.

Hotel staff manage everything from one user-friendly interface. With real-time, remote control over all doors, they can react instantly to an incident, keeping guests

satisfied during their stay. If any card is lost, a new one is quickly generated within the software, cancelling the missing one. There’s no need to change locks or waste time and money rekeying.

System management is intuitive, with minimal training needed.

Any staff member who handles a multitude of keys for rooms, common areas and services will find TESA Hotel a breeze. It saves hours of admin time.

No 24-hour desk? No problem Leisure and business travellers crave the convenience of roundthe-clock check-in and the safety of contactless arrival. TESA Hotel’s Check-In by PIN solution offers both. Guests can enter their room when reception staff are not present — perfect for small hotels which cannot afford 24/7 staffing.

Management is simple: The system automatically sends an email with a guest’s PIN to open their room.

The code automatically expires on scheduled check-out. One PIN is valid for opening the guestroom and any authorized common doors. Compatible locks with incorporated keypad are quick

and wire-free to install. Real-time communication between system and locks is encrypted. The guest arrives without delays and settles in immediately.

Affordable smartphone keys for guests The smartphone is an essential travel companion. Not only a means to communicate, but a boarding pass, payment card, map and more. Why not a room key, too? TESA Hotel offers a mobile key solution via the Openow app.

Openow’s road-tested functionality and the chance to personalize it with a hotel brand brings mobile keys within reach for any property — not just global brands with multimillion dollar technology budgets.

Openow manages every access into and around the hotel by smartphone. Beyond just guestroom doors, common areas, parking, the spa or gym may be unlocked by app. Travellers download the app and register via email. Their room assignment and virtual key arrive automatically.

Openow speeds up check-in and -out, because there is no need to collect or return a key-card. Staff can amend or cancel key validity

Security

anytime — extending check-out time remotely, for example. Hotel owners save the cost of keys, key-cards and 24-hour reception — cutting queues and plastics use.

Reinventing check-in at hotels and holiday rentals TESA Hotel solutions have upgraded the guest experience at hotels, holiday apartments, campsites and farmstays worldwide including Harpazul, a new holiday apartment complex close to Galicia’s beaches.

Stylish, wire-free electronic locks now secure its main access points, recreation areas and individual apartments.

A Check-In by PIN solution makes guest arrival safe and stressfree. Booking confirmation and follow-up messages provide each party with a unique PIN to enter Harpazul; move through common areas; and access their room. “This way we offer a better service to the customer because they don’t have to queue at reception,” says Harpazul’s Roi Casal. “It is as easy as sending the PIN via email.” For Harpazul guests, the inconvenience of room keys is a distant memory — perhaps one reason these holiday rentals currently rate 4.8/5 on Google and 9.5/10 on Booking.com

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Salto makes the cut at hotel and golf resort The Cave Hotel and Golf Resort, a new destination hotel and restaurant located within a short drive ofCanterbury, Kent, has chosen a SALTOelectronic access control system to provide advanced security management for its luxurious accommodation.

Promising a hotel experience like no other, Cave provides the perfect eclectic mix for a relaxing and memorable stay. With 40 bedrooms, two restaurants, one bar, a gym and swimming pool and a state-of-the-art penthouse plus golf at Boughton, the hotel is designed with luxury and comfort in mind.

This meant advocating a solution that would be visually attractive and technologically competent to meet with the design ethos of the hotel.”

Key benefits

Technology in the world of hospitality security is changing fast and today it is much more than just a guest room lock. It can provide full security control of the entire property, and can integrate with front desk PMS systems, CCTV, alarm, time and attendance or other systems as required. It can cut maintenance costs by removing the need to replace keys and change locks if keys are lost. It can manage access rights to control who can access what, when and where 24/7 and provide a full audit trail for every door.

Stuart Sentance, Designer and Project Manager for Cave Hotel and Golf Resort, says “We wanted a stylish product that was not only technologically cutting edge but provided reliable wire-free access control while complimenting the hotel’s unique decorative style.

SALTO’s new Aelement Fusion solution plus two associated wall readers give us that. They eliminate obtrusive lock hardware on the door as all the electronic components are actually inside the door itself, making room security virtually invisible. “We’ve now installed 52 of these smart locks in an attractive black finish on our guest rooms, main entrance and staff entrance doors. All combine stand-alone, battery-powered electronic lock technology and SALTO’s Virtual Network (SVN) dataon-card wireless technology with online, real-time monitoring and mobile access technology with NFC & BLE capabilities, the latter enabling our guests to use their smartphones as keys if they so choose.”

Darren Keating, Hospitality Business Development Manager for SALTO Systems explains “When it came to providing guest security for this new hotel careful thought was required. As well as traditional hotel stays, Cave also specialises in weddings, corporate functions and special events, so making sure guest rooms were secured by using the latest high technology products was an important consideration.

“We’re delighted to have supplied our class leading access control solution for one of the coolest new properties on the hospitality scene” Darren Keating concludes. “The hotel has full control over who can access what, when and where enabling Stuart and his team to maintain high levels of security whilst ensuring a secure and accessible environment for both guests and staff alike.”

What did they need?

Whether travelling for business or pleasure, guests need to have a high level of trust in the property they are staying in. Safety and security should be a subject high on the ‘must have’ list of any good hotel.

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“However our focus was not just on the sale but also on providing the customer with extensive advice to make sure the solution recommended was both viable and cost effective.

Security

Security

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Say no to no-shows Guests not showing up to their booking is becoming a more common occurrence...

Welcome back, hospitality

No-shows hurt

Monday 17th May was a very big day for pubs and restaurants in England as indoor service resumed. Guests in Wales and Scotland (subject to tier) are also enjoying indoor service again.

There is, however, just one problem that appears to be hurting pretty much every hospitality business and it is one they are understandably reluctant to talk too much about, as no business likes to criticise its customers.

While a minority of venues had been able to offer outdoor service since April, many had not, and the unseasonably poor weather had further dampened any sense of ‘business as usual’. So, this was the big one.

The news from the sector one month in is cautiously positive; most pubs and restaurants are busy – both bookings and spend-per-head are up. The larger city centres remain quiet (most offices are yet to reopen, so footfall is down) and some businesses are experiencing supply and staffing issues. And of course, the ongoing need for social distancing, the absence of bar service and other constraints affect businesses in different ways – nowhere is operating completely normally yet.

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The issue is no-shows. People who book but don’t turn up. Anecdotally, it seems some customers are booking multiple venues for their night out so they can decide last-minute where to go. Either they don’t realise or don’t care about the impact this can have, causing the venue to lose sales and staff to miss out on tips. This behaviour was never OK, but for businesses and their employees who have had such a tough 15 months, it’s a real kick in the teeth.

No doubt some of the people causing this problem will change their behaviour when the impact is explained – they just haven’t thought through how it hurts businesses and people. But it seems likely that the sector will need a stronger deterrent to eradicate this issue.

Secure bookings with a deposit or pre-authorisation Pre-payment, a deposit or preauthorisation of a payment card are compulsory in many other situations where capacity is limited, and a no-show would hurt. You don’t get to secure your holiday or trip to a gig or the theatre without an up-front commitment.

Some operators are understandably concerned that changing the ‘contract’ with guests is risky. Our view is that many things have changed over the last year: habits have been broken and guests will understand the need to secure their booking with pre-payment, a deposit, or a cardswipe. A genuine reason to cancel can be handled sensitively without a cost to the guest, but those who no-show without a good reason should cover some of the losses incurred. Of course, the real value of this is not the money recovered, but the deterrent effect.

Adactus offers secured booking As we emerge from lockdown there are many reasons why hospitality businesses and their guests want the convenience and certainty of a booking, but to avoid the damage no-shows can cause, bookings must be secured.

Adactus can help hospitality businesses with the right secured booking service for your guests – whether that is full or partial payment up front (deposit), or a card swipe to authorise a charge in the event of a no-show – there is a solution that will work best for your operation. And, unlike other providers, we don’t charge a pertransaction fee: your costs are the same every month.

Give us a call! 01844 269090 Scott Muncaster Managing Director Hello@Adactus.co.uk www.Adactus.co.uk 27

Tech firm App4 help hospitality businesses to save up to 30% in commissions by creating branded apps and steering consumers to support their local businesses I’m sure you will agree it’s been a rocky road for many business owners over the last year in the hospitality industry, however, it has also given most owners the opportunity to think differently and come up with a variety of ideas to keep their heads above water.

Derby tech firm App4 Developments have seen a rise in customers throughout the pandemic, with many looking for support to keep their business trading. App4 specialise in creating bespoke food and drink ordering apps that have helped hospitality businesses not only survive, but even thrive through lockdown.

Founder Ian Chambers said, ‘our apps help businesses reduce their costs, maximize profits and provide a direct personal service to our customers. We know from our clients that our service has helped them to keep their businesses afloat and save jobs because they have been able to maintain much of their pre-Covid business levels.

Ordering by app from tables or in advance of visiting takeaways gives customers confidence about staying safe and this level of flexibility is something we expect to become the new normal’.

solution no matter how big or small.

It is never a no. We, as a business, have evolved due to such requests and are proud to have retained our customer base. We look forward to our App4 family having successful businesses moving forward & helping them retain their wellearned profits for themselves’.

Apps powered by App4 are used by more than a million people in the UK and already generates orders worth over £50 million annually.

App4 aids business growth in the hospitality sector Throughout the Pandemic, many businesses within the hospitality sector have struggled to cope.

The use of technology for this sector has become prevalent for hospitality owners to communicate with their customers, as it is the quickest and most direct way, given the unprecedented Coronavirus restrictions.

A June article for iNews stated, ‘although nothing will beat the face-to-face interaction between our teams and customers, ordering online will continue to be a part of customer ordering in the future’.

App4 Developments are renowned for their approach to each individual businesses needs as well as the savings generated by charging zero commissions on orders.

Branded apps in the hospitality industry can deliver many benefits, such as:

We asked Operations Director Dee Wood, what makes them stand out from competitors in the same market. ‘We pride ourselves in our customer service, listening to each customer’s needs and providing a

- Convenience for customers

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- Customer loyalty and reward systems - Customer and staff safety and peace of mind - Greater efficiency and speed of service

Apps

- Ability to turn tables faster and serve more customers With pubs and restaurants now able to open in doors along with outdoors, table ordering allows business owners to not only keep their costs down, but it also allows them to keep their team safe & focus on keeping their eagerly awaited customers happy.

By creating a branded app for your business, it is not only personal to your business where you can keep it updated 24/7 with the support of the App4 team, it will allow you to offer your customers the flexibility to order food straight to their table, saving you and your staff time, with all orders paid securely by card up front.

App4 increase revenue for their customers.

The App4 family has helped its customers to save millions of pounds in potential commissions.

App4 treat every customer the same as the first, supporting them to grow financially with the assistance of their personal Customer Account Manager, who is on hand to check transactions and offer advice to increase their revenue from day one. Supplying businesses, the most convenient and streamlined experience, combined with attractive and completely transparent pricing, allowing their customers to easily manage cost and reinvest more in growing their business is the core of what App4 do for the hospitality industry.

With many online and mobile ordering platforms charging commission per sale, App4 opt for a simple monthly fee therefore no unpleasant surprises on your invoice.

For example, if your business takes £5000 worth of orders, choosing App4 over another provider could save you almost £13,560 a year!

App4 give control back to restaurants, takeaways, cafes & pubs Their customers certainly support their statements, with Google currently holding a fantastic 5-star rating and Trustpilot 4.9 stars.

Here’s just a few examples of what App4 customers think of their product and service: Excellent company – Pizza @ The Bearded Brewery From start to finish App 4 have been amazing. The implementation of our design ideas was done perfectly by the team and the usability of the platform is great.

The App4 team is excellent Noodle Nation Using App4 has not only saved us money as an alternative to other online ordering platforms, the service provided and professionalism shown by the App4 team is excellent.

I highly recommend App4 – The Ship Inn My app has generated me a lot of new business and reduced my staff costs.

Great company, amazing service! – Bengal Spice I always receive the best experience, very efficient. Above and beyond my expectation.

To chat to a member of the team, calculate your own potential savings using our interactive calculator or for more information on how App4 can benefit your hospitality business, head to: www.app4.co.uk or call us on 01332 742 511

Apps

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Zapaygo announced as app partner for MSL Solutions Ltd. MSL Solutions Limited and Zapaygo partner to allow customers to order from their mobile phones in line with current guidelines.

by the Zapaygo platform. Zapaygo offers a quick signup service and is integrated with most acquiring banks.

MSL Solutions Limited and Zapaygo. com announce their collaboration and integration for Infogenesis POS venues via MSL Solutions’ UK subsidiary MSL Verteda. Zapaygo allows customers to order and pay from any location via their mobile phone. Then that order can be delivered to them or made ready for collection. Customers save time, earn rewards and stay safe. Venues improve revenues, efficiency, customer service and enable social distancing.

Zapaygo is a market simplifier, so no need for dozens of apps, if you can order it, book it, or pay for it, you can do it with Zapaygo.

MSL Verteda and Zapaygo enjoy mutual client relationships, which in turn has driven demand for this integration and MSL Verteda Infogenesis POS clients can take full advantage of the features offered

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In line with current guidelines, Zapaygo are already supporting venues with outdoor areas for serving and is ready to go live in larger stadiums and concert arenas as they reopen.

“We are delighted to be working with Zapaygo”, says David Marshall, Chief Financial and Operating Officer at MSL Solutions. “Over the last couple of years, we have been approached by several young companies who claim to be leading the mobile payment market and yet the true bench-mark for

Apps

success is always determined by the demands and direction set by our 65+ sports & entertainment venue clients, restaurant chains, hotel resorts and food-service partners. Zapaygo are very proactive in the hospitality sector and we enjoy mutual relationships which can be developed to further benefit our Infogenesis POS venues.”

“We are looking forward to working closely with MSL Verteda Infogenesis POS clients as we extend the integration and latest functionality of our Zapaygo solution.”, says Steve Brice, Chairman of Zapaygo. Infogenesis POS users in the UK, Europe, Middle East and Africa can extend our innovative functionality to their fans and customers, making mobile payments, pre-ordering and table service, a seamless part of the guest experience”.

Not just for Fridays: Fish & Chips industry innovates to stay afloat - Nine out of ten believe fish & chips are integral to British culture - 30% of Brits order fish and chips at least once a week - 89% of fish and chip shops have invested in digital tech offerings to help overcome Covid challenges As the hospitality industry opens back up and Brits celebrate finally being able to reunite in restaurants and bars once more, quintessentially British dish, fish and chip, should be high on the menu after research from Flipdish revealed it’s one of the hardest hit sectors of the industry.

The chippie has established itself at the heart neighbourhoods all around the UK – indeed, 32% got regularly involved with their local communities before the pandemic hit. Almost one in four (23%) knew their regulars by name and 34% regularly engaged in small talk with their punters – not surprising given that pre-pandemic, three quarters (75%) of fish and chip shops saw their regulars at least once a week.

However, a third of Brits (34%) stopped ordering fish and chips during the pandemic – a worrying trend which led to 60% of owners worrying about going out of business at least once a week.

Unlike other restaurant takeaway options, fish and chips is a cuisine that two thirds (66%) of customers like to order and pick up in person

– something that has been unsafe during lockdown. As a result, 93% of fish & chip sellers around the UK believe national and local governments should do more to support them, especially after research that shows that nine out of ten (91%) of Brits believe that fish and chips are an integral part of British culture. Indeed, recent stats have shown that there are approximately 8,500 fish and chip shops across the UK, making British fish and chips the nation’s favourite take-away.

In order to survive during the pandemic, many chippies have turned to third party aggregators such as UberEats, Deliveroo and JustEat to help deliver food to customers, but over half (52%) have said that food delivery platforms take too big a cut of revenue, and 41% struggle with poor customer service from them.

However, it’s not all doom and gloom; despite this stat, 41% have found that the pandemic affected them positively. Whilst 89% invested in digital tech offerings to help overcome Covid challenges, 68% created their own digital ordering system to modernise their business, streamline the ordering process and keep their regulars safe with allocated pick-up times and loyalty schemes.

Andrew Crook, President of the National Federation of Fish Friers

Apps

said: “Fish and chips are the undisputed national dish of Great Britain; steeped in history and still loved and enjoyed by customers across the UK on a regular basis. A cultural and culinary symbol of our country that is instantly recognised as British the world over, its sellers continue to be an important part of every community. The industry that has been hit particularly badly by the pandemic, but an incredible one, have managed to continue serving their customers by innovating their ordering and delivery offering that’s sure to set them up for years to come.”

Fionn Hart, UK Country Manager of Flipdish, said: “Fish and chip shops have historically been synonymous with in-person ordering and pick up, but we’ve seen a real increase in demand for digital ordering as a result of the pandemic. Whilst third party aggregators have negatively affected many of their bottom lines, it’s become evident that bespoke digital offerings such as apps or web solutions Flipdish offer have a whole host of additional benefits, from streamlining their businesses, reducing waiting time for customers and even helping develop marketing and loyalty campaigns for regulars. Fish and chips are such a vital part of UK culture, and we hope to continue helping them thrive in the postpandemic world.” www.flipdish.com/gb

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How social media is helping our health: Influencers address food allergies and intolerances The power of social media has long been spoken about and with the pandemic having impacted the way we eat and where, it’s become even more apparent for influencers to use their platform to open up discussions around food allergens and intolerances, which are on the rise.

Raising awareness of such topics by sharing tips, tricks and advice, influencers are able to not only help their audiences and consumers, but brands, too.

Amelia Neate, senior manager at Midlands-based influencer marketing agency Influencer Matchmaker, explains why it is incredibly powerful for influencers to discuss issues that are in fact, more common than we think.

It’s estimated that two million people in the UK have a diagnosed food allergy, and that doesn’t include those with an intolerance or those that are awaiting diagnosis.

And whilst intolerances and allergies are fairly common to some degree, they have never really been a talking point, unlike other illnesses - until recently.

Many people misjudge symptoms

of a food allergy or intolerance, however with social media influencers beginning to share their own experiences, it is becoming much easier for people to recognise the signs and seek a diagnosis.

Influencers and allergies/ intolerances Whilst social media influencers are still recognised for their love of beauty, fashion or health and fitness, they are now divulging more than just the glamorous aspects of their daily lives, allowing them to connect with their audience on an even deeper, more personal level.

From mental health to body confidence and now, food allergies and intolerances, influencers are broadening their horizons and opening up in more ways than one.

Em Sheldon, food, lifestyle, travel and fashion influencer, is wellknown for her YouTube channel and blog, titled EmTalks.

And throughout her years online, Em has discussed her trouble with bloating, sharing the ups, and downs.

She said; “I think it’s important for social media users, and my audience, to understand that it isn’t all as glamorous as it may seem online. “And for girls in particular, it really makes a difference seeing somebody that genuinely reflects you, which is why I have been honest about bloating and the other symptoms I often experience.

“Whilst the pain and uncomfortableness are of course huge factors, it does affect your physical appearance, too. And that’s why I want to raise awareness of bloating, food allergies and intolerances, as there is so much more to them than meets the eye.”

Em is just one of many influencers who are speaking up about their experiences. Similarly, Scarlett London, a popular influencer, has gone above and beyond to break the stigma surrounding IBS and digestive issues.

Using her YouTube channel and other social media platforms, Scarlett has talked incredibly openly about the struggles she has faced, choosing to speak up in the hope of helping others. So much so, that she published her very own book, Tummy Tied: My not so glamorous guide to IBS, in a bid to help fellow IBS sufferers, providing helpful strategies and advice.

It isn’t just influencers themselves that go through life with allergies and intolerances, but their children, too. And with an influx of parenting influencers gracing our social media feeds, this is becoming even more apparent. Former Made In Chelsea star and health and fitness influencer Lucy Mecklenburgh discovered that her son had an intolerance to dairy, and he would suffer a variety of symptoms as a result of Cows Milk Protein Allergy (CMPA).

Because of this, and her decision to breastfeed, this meant that Lucy also had to cut out dairy and follow

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a more plant-based diet. Lucy has documented the entire journey online, taking her followers along for the ride, sharing the ups, downs, highs, and lows of breastfeeding and weaning. Lucy, as well as other social media influencers, have helped their audience and fellow parents feel less alone, showing honest and relatable snippets of their experience with food allergies and intolerances.

Starting a conversation As well as sparking a whole new conversation, social media influencers have helped lead a new generation of brands and products. Now, more than ever before, we are seeing more brands launch a variety of products, catering for various food allergies and intolerances. And there is no doubt that this has also led to the rise in vegan, gluten-free, nut-free, and dairy-free options being introduced in pubs, restaurants and other hospitality facilities around the world.

That, combined with the introduction of Natasha’s Law this coming autumn, the food, beverage and hospitality industries are set to see even stricter measures put into place to protect the health and safety of consumers. Ben Gardner, CEO of digital food safety consultancy Navitas Safety, explains what businesses and consumers can expect to see as of October 2021.

“Focusing on pre-packed food for direct sale (PPDS), Natasha’s Law means that all businesses selling such products will need to include the entire ingredients list, highlighting the allergenic information, making its contents clear to all consumers.

“The safety of consumers is the most important thing for businesses to consider, and now they must do everything they can to prevent allergic reactions and unnecessary symptoms. “And with the number of social media influencers raising awareness of food allergies and intolerances, this is no doubt helping the variety of foods we are beginning to see across menus, too,” he said.

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The Multiplex albi – delivering profitable, post mix beverages from compact spaces The Multiplex albi range of stylish, compact and profitable drinks dispensers is quick and easy to install and is turning drinks dispensing on its head. With options for still drinks (albi Still), carbonated drinks (albi Carb) or a combination (albi Flex), the countertop chiller and soft drinks dispensers deliver premium post mix beverages from one small unit, as well as chilled still or carbonated water.

From sparkling flavoured water(s) and juices to traditional carbonated beverages, the Multiplex albi drinks dispensers offer an easy push to pour feature which reduces waste and is easy to wipe down and keep clean. Targeting the trend for healthier drinks, the Multiplex albi range allows operators to meet customers’ needs for better-for-you drinks, even in smaller locations where there is limited space for chillers and storage of finished 34

drinks. With its post mix technology delivering accurate and antitamper syrup control, the Multiplex albi range dispenses a consistent drink which can be set from 4:1 through to 10:1 ratio for a delicious ‘freshly made’ taste.

Utilising standard Bag in Boxes (BiB), connectors and fittings, its speedy installation requires no back-room equipment or python, just mains power and water (plus CO2 for carbonated drinks) to be able to deliver premium beverages and chilled water at the push of a button.

Steve Hemsil, Sales Director UK & Ireland at Welbilt believes the Multiplex albi models will offer significant benefits to operators, “This is a really clever drinks dispenser option that is just perfect for operators who have a small counter top and want to offer premium, healthier soft drinks that are highly profitable.

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The Multiplex albi range is ideal for a small café or bar, or for a leisure business with food and drink kiosks, or even for office use. Its compact footprint and easy set up make it a great partner for a business looking to leverage sales and profit, and offer customers a healthier, freshly mixed, chilled soft drink. We’re going to be offering installation included in the price, which makes this the perfect introduction to the benefits of post mix drink dispensing over stocking lots of glass or plastic bottles, and with its environmental attributes, it ticks a lot of boxes for an operator.”

The Multiplex albi delivers three key operational benefits to smaller cafes, bars and retailers who are now able to consider soft drink dispensing for their business: User Friendly – Easy to use with 4 buttons, low maintenance cleaning,

and a quick and easy installation.

The Multiplex albi dispensers require a simple BiB change, saving labour and time compared to restocking a fridge with finished product/bottles. The BiBs can be sourced locally or via Simpsons Beverages, specialists in post mix syrups. They offer an extensive range of flavours including traditional favourites and new and innovative options.

Alternatively, they offer bespoke flavours by request for competitor standout (volume dependent).

To really make the range easy to use, the CO2 cannister can be sourced locally or via BOC and their online ordering system. These two features make the Multiplex albi range incredibly user friendly, and easy to use for any operator looking to install leading edge drink dispensing.

Profitable and Eco Friendly – 4x 10Ltr BiBs is the equivalent of approximately 720 (330ml) serves,

and one CO2 cannister produces over 3,000 servings – saving time as well as making the range eco- friendly. The Multiplex albi dispensers also offer lower energy bills, with up to 30% energy reduction Vs packaged goods chillers (based on a single door chiller).

Lean – Dimensions that are suitable for small spaces open up a range of possibilities for a business looking to maximise their soft drink offering. Sleek and sophisticated, the Multiplex albi dispensers fit into any décor and are a premium and professional looking range.

“We’re expecting big things from the Multiplex albi range.” explains Steve, “A compact and sleek unit that is easy to use and offers good environmental benefits. It really is a game changer for drinks dispensing for smaller spaces.”

For more information, visit www.welbilt.com.

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Synergy Grill Technology are in their element with eGrill launch Ten years ago, Synergy Grill Technology transformed the gas grill market when they launched the original Synergy grill, featuring patented and game-changing, vapourisation system. Now, employing the specialist knowledge that they have amassed over the last decade, Synergy Grill Technology is set to revolutionise the electric grill sector like no other, with the launch of the eGrill.

Featuring never-seen-before technology, the new Synergy eGrill range is built around a patented system of elements which delivers focused and exceptionally high heat to enable faster cooking times and electricity savings up to a massive 25%. Thanks to a patented atomisation process, that is similar to that found in Synergy gas grills, the natural food oils are used as a secondary heat source, thus turning fat into free fuel. This delivers an environmentally responsible grill which saves 12 tons of CO2 residue per year, in comparison to a standard electric grill.

As the eGrill range also atomises fat, there is no fat tray for chefs to clean and no risk of irresponsible disposal of fatty waste. With no fat tray, not only is the Synergy eGrill quick and easy to clean, but it can reduce the number of duct and extraction baffle cleans required by a factor of seven, resulting in a cleaner, less polluted working environment for kitchen staff.

Justin Cadbury, Chairman of Synergy Grill Technology, believes that the eGrill has the potential to change the electric grill market even more fundamentally than the original Synergy Grill transformed the gas grill sector: “This Synergy eGrill is an industrychanging new product for those who prefer electricity to gas, but who also want lower energy costs

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and better food quality. It has taken us a long time to launch the new electric grill because, quite simply, in order to be called a ‘Synergy Grill’ it has to meet certain criteria including: less energy usage, carbon footprint reduction and, of course, money savings.

Inspired by 10 years of specialised knowledge in grill technology, our brand new patented eGrill technology ticks all these boxes, providing a superior electric solution to commercial kitchens worldwide and further widens our portfolio to bring operators the greatest choice in grills.

As we increasingly move into a more environmentally friendly and sustainability conscious era, electric grills are becoming more frequently requested, especially from countries who are looking to switch to 100% electric in the coming years, such as those in Scandinavia and Benelux. We are delighted and proud of our achievement to develop a product that complements our existing product base so perfectly with our existing gas-powered range.”

Delivering more succulent food with a higher weight yield, food cooked on a Synergy eGrill is self-basted in its own natural vapour, resulting in no over-charring or the ‘black smoke’ taste synonymous with conventional grills. Instead, food cooked on a Synergy eGrill is gently smoked for a tender food product with an intense BBQ flavour and defined bar marks, without the need for gas or charcoal.

Synergy eGrills are available in 600 and 900D models, as well as a Synergy Outdoor Cook Station.

For further information on Synergy’s eGrill range, visit www.synergygrill.com, call 01480 811000 or email: info@synergygrill.com

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Features in next months issue are on: • EPOS • Reservation & Booking Software • Music & Sound • Staff Rota Software

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