November Issue How brand experience can create powerful events
Switch and Save with Clarity Hospitality Software
New audio experience in luxury London
Pages 8-9
Pages 14-15
Pages 18-19
www.hospitalitech.co.uk
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Contents 4
Industry News
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Hospitality Management Software
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Music & Sound
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Hotel In-Room Technology
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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
SIHOT launches integration program to drive hospitality innovation SIHOT has launched its partner integration program to provide wider access to its hotel management system to champion greater innovation within hospitality technology. Third party apps and hotel technology software vendors benefit from a streamlined integration workflow that augments the performance of applications within the SIHOT platform. By facilitating greater access, SIHOT is easing integration concerns from hoteliers to leverage data and wider system functionality while enabling technology providers to better and more quickly connect to essential data to provide a seamless user experience. Hospitality technology vendors either subscribe to the Connectivity program to self-build an interface using the new SIHOT@360° API documentation, gaining complimentary access to SIHOT’s
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test environment. Alternatively, suppliers will be supported with the Full Integration program, designed for deeper integrations, delivered by SIHOT consultants working closely with partner development teams to find the best solutions. As part of its partner investment, integration partners are listed within SIHOT’s new application resource - SIHOT Integration Finder - enabling its 3,500 global hospitality customers to source partners to evolve their tech stacks. The Integration Finder is an online platform dedicated to SIHOT’s integration partners that have direct connectivity to the relevant data requirements within SIHOT systems. Thereby streaming processes and providing greater automation. “We have designed our partner program to remove the boundaries tech creators may have found when developing direct interfaces.
Suppliers can now experience a more streamlined integration journey and once fully tested by our team, they will receive certification. This ensures we can offer a level of guarantee and quality to our hospitality customers, and they can see the level of testing the connection has undergone. We are also further investing in our partners and customers with a complimentary marketplace where hoteliers can find additional functionality and applications to further modernise operations and innovate their internal systems,” said Carsten Wernet, Executive Board Member, SIHOT. Systems that can immediately benefit from the Connectivity Program include CRM, guest communications, housekeeping apps, and upselling systems. To find out more about SIHOT’s hotel management system, visit www.sihot.com
New AI chatbot set to relieve pressure on UK hotel staff Book me Bob, an AI chatbot developed by hoteliers for hoteliers, has launched in the UK, at a time when the industry is facing unprecedented high demand and staff shortages.
interactions are made through the system. Users report a significant reduction in the volume of earlystage calls, meaning those who do call are better informed and ready to book.
The chatbot was created in New Zealand in 2019, and has since expanded to operate in 12 countries, serving hundreds of hotels. It is a fast, efficient, and precise way of answering guest questions.
Thompson continued: “We understand the industry’s concerns around staff wellbeing, which is particularly pertinent at the moment. The majority of hotels are suffering from the widely-reported staff shortages, and Book me Bob has been developed with this in mind.
David Thompson, Book me Bob CEO and co-founder, commented: “Book me Bob has been developed by those working in the hotel industry, who understand the strains and pressures staff are under. “Using a combination of AI and human interaction, the chatbot saves time, money and stress by answering more than 130,000 hotelrelated questions via the hotel’s website, reducing the need for phone calls and email interactions. It enhances the guest journey, providing immediate access to information.” After an initial setup period, Book me Bob works with a high degree of autonomy, constantly learning as
“Our current client base has reported up to a 25% reduction in the volume of unqualified calls. By letting the chatbot handle online enquiries, staff are free to give more attention to qualified leads.” Book me Bob offers tiered pricing, with customisable features depending on requirements and the size of the business. The full pricing structure can be seen on the website here: www.bookmebob. com/pricing. Hotels currently using the system include the five-star, 715 room Park Central Hotel in New York, Landy Bay Hotel in Normanville, South Australia, the Swiss-Bel
International Hotels Group, and many more across the globe. Elizabeth Bradley, the UK director heading up the expansion of Book me Bob, said: “We’ve seen first hand how Book me Bob has had a positive impact on both staff and guests at hotels across the world, so I’m delighted we’re making this available in the UK for the first time. “The chatbot is customisable, enabling clients to incorporate their own branding, choose an avatar, and create their own personality which matches the organisation’s tone of voice. It sits seamlessly on the website, and integrates into Facebook Messenger.” In 2020, Book me Bob was selected for the Microsoft for Startups ‘Highway to a 100 Unicorns’ initiative, a highly competitive program which celebrates and supports startups in the Asia-Pacific region. Book me Bob was the only hospitality business to be selected. Free demos can be booked via the website here: www.bookmebob. com/bookademo. For more information, visit www.bookmebob.com.
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A smart balance: how connected tech is transforming our energy reuse remit Businesses and organisations across the UK are under pressure to implement commitments and actions to achieve net-zero carbon emissions by 2050. But, to truly commit to a carbon-neutral (or even a carbon-negative) future, cutting down on emissions is not enough. That’s why technologies for energy reuse are beginning to receive a lot of attention from governments and other stakeholders. Over the last decade, the UK has been developing technological options to remove carbon dioxide from the atmosphere. Carbon dioxide removal (CDR) and energy recycling have an essential role in UK climate action. Carbon dioxide removal includes nature-based approaches, such as reforestation, as well as technology-based approaches. These involve capturing carbon dioxide emissions from power plants and industries for underground storage or reuse.
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Combined heat and power (CHP) The government is backing the combined heat and power (CHP) model in the UK, also known as ‘cogeneration’. CHP is a highly efficient process that captures and utilises the heat that is a by-product of the electricity generation process. The heat generated is supplied to an appropriately matched heat demand (which would otherwise be met by a conventional boiler and require additional fuel to be burnt). By using heat that would otherwise be wasted when generating electrical or mechanical power, CHP systems offer an efficient means of working towards reducing emissions. In fact, CHP systems avoid network losses and reduce emissions by up to 30% compared to conventional generation via a boiler and power station. Thus, CHP offers the most significant single opportunity to reduce energy costs and improve environmental performance for many organisations.
The CHP process is especially welcome for sectors that use significant amounts of energy, such as food production. An example of CHP is The Shard in London, the tallest building in the EU with 72 storeys. This landmark building is powered by a natural gas-fuelled CHP plant to operate at the highest level of energy efficiency. The plant provides energy for electricity and water heating to the surrounding area, reducing carbon emissions and contributing to the low-carbon footprint of the building. Air source energy generation In its attempt to significantly reduce household use of greenhouse gases to net-zero by 2050, the UK government aims to install 600,000 heat pumps per year by 2028. Heat pumps take heat from the air outside or the ground and circulate it around a central
heating and hot water system. As a result, heat pumps are cleaner and more energy-efficient than gas. Currently, over 80% of British domestic heating is supplied by gas boilers, which is why the government is driving a switch to heat pumps. However, heat pumps require electricity, which means that upgrades to the grid will be necessary. The electrification of water heating will also only result in decarbonisation if the electricity is renewable-sourced. Another challenge with the switch to heat pumps is balancing the electricity load. Adding in lots of synchronised heating demand with heat pumps could result in network bottlenecks. Compounding this challenge is combining increased electricity demand with inflexible energy generation. Because heat usage fluctuates with the time of day and year, heat pumps will make electricity demand rise and fall more dramatically. Smart solutions for load balancing To support the roll-out of heat pumps, we will need to use electricity when it is available and when the network has the spare capacity. Smart and automated meter readers provide accurate, real-time consumption data to help utility providers, building managers and occupants make more informed decisions around optimising electricity usage. Heat pumps themselves could be optimised using smart thermostats to save both money and energy. These smart thermostats can use artificial intelligence to automate temperature settings based on specific daily routines and heating needs. Reaching a net-zero 2050 will require a more innovative and flexible energy system based on data and digitalisation. Fortunately, today’s connected technology is helping us move in the right direction. 7
How brand experience can create powerful events Founder of Wavelength Marketing with over 20 years’ brand marketing experience spanning both B2B and B2C, Darren Coleman has helped organisations such as Orange, Nikon, Standard Life, Pepsi, BUPA, and UK Trade & Investment address a range of brand-related issues. Darren is one of the keynote speakers at this year’s IBTM World Barcelona, taking place from 30 November to 2 December. We spoke to Darren ahead of IBTM World about how to create brand magic through experiences, why now is the best time to bring human connection into events, and how event organisers can start to apply these principles to their own events. Why is creating a strong brand experience so important? There’s two parts to this – brand and experiences. Brands operate in the emotional space. Human decisions are primarily driven by
the emotions we feel. Powerful brands tune into the emotional channel which the human brain is receptive to and this is why brands are so important. Experiences help brands to compete through how they do what they do - not what they do. This creates almost infinite opportunities for brands to distinguish themselves from competitors when they compete through experiences. For example, each event touchpoint provides an opportunity for the event organiser to be different. This could be welcoming and registering attendees, debriefing attendees on COVID-19 measures or a post event follow up email. The trick is to think about how you can bring your brand to life at these touch points and that’s where the magic of brand experiences happens. With the increase in technology in events, and the recent rise of
virtual and online events, why is it important to maintain that human connection to build engaging brand experiences? If COVID-19 has taught us one thing it should be humans pine for human connection. We are gregarious and sociable beings – generally! Our need for belonging is deeply engrained in human nature. By maintaining that human connection at events you’re tapping into the human psyche in a deep and quite primal way. This is very powerful and is an opportunity that event organisers should not overlook. Think about it. Why would someone leave home, go on a plane to another country to attend an event? If it was just for the speaker’s knowledge they could do that do that online, from the comfort of their own home. At events, people enjoy the interaction with attendees, making new business contacts in addition to acquiring new knowledge. In this way events are quite unique as they meet our deeply seated need for human connection. Do you have any strategies or tips to help event organisers build better brand experience into their events? Make sure your brand is clearly articulated. If it’s not, you won’t have a guiding principle to underpin and inform the experiences you build. Don’t forget to engage your employees with your brand. Employees play a crucial part in delivering brand experiences. Too often employees are an afterthought when building brand experiences. They should be right at the front of the queue as great brand experiences are built from within. Start small and keep things simple. Stay in control of the brand experiences you build then scale up from there. Far too many brands try to launch very complex and convoluted experiences and get tied up in knots. This does more damage than good as the consistency of the experience unravels.
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Measure carefully. This entails obtaining employee, brand and financial metrics. Embracing this holistic approach gives your brand experience measurement balance. Taking employee and brand metrics will also help you take pre-emptive action before financial metrics are potentially adversely affected. You talk about building brand experiences over physical product features, how do you apply the principles of brand experience to your own business? My agency, Wavelength is shaped around a cluster of core values. We’re commercially driven, engaging, insightful, sincere, personable and witty. We use these to guide how we do what we do – in other words the brand experience we deliver. Let me provide a very specific yet simple example to illustrate this point. When we go to meet a potential client for the first time, we share our brand values even before we share our client list. We do this to make a clear statement about how we conduct ourselves and what clients should expect if they work with us. This slide tends to spark conversation about specific values which we illustrate via stories. Doing this helps us connect with the possible client on a more human level. Barriers come down then we can get on with learning about their requirements and how can can help. That’s just one way we build our brand experience. What are your favourite tools for measuring brand experience and increased engagement? There’s a whole host of tools you can use depending on the client’s budget and objectives. Given the importance of emotion, several neuroscientific tools are now moving into the brand marketing mainstream which can provide illuminating insights. Eye tracking provides an example. In terms of a principle that should inform the tools you use I’d advocate obtaining qualitative and quantitative data. Quantitative data talks in the boardroom when it comes to debriefs but key snippets from video diaries or sound bites from recorded interviews can be equally powerful due to the contextual and nuanced insights they provide. Darren will speak at IBTM World Barcelona on 2 December at 9am. The event opens to visitors at 10am. 9
Simplify your online order management with Deliverect Food delivery has been reshaping the restaurant industry since the late 2000s. COVID-19 has propelled the industry years into the future, as millions of people in lockdown across the globe started ordering (more) food online. Although the world has opened up a bit more, online ordering and food delivery are here to stay. Especially, when we head into the winter months and the holidays are approaching, restaurants are going to be seeing a winter spike in food delivery orders. That means that restaurants and other businesses that offer delivery should create a successful delivery strategy in order to capture consumers’ interest, and stand out from their competitors. With an already busy period, only set to get busier, what can you do to keep up with both in-door dining service as well as the growing food delivery demand? Streamline menus based on trends & utilize data to optimize menus Analyzing what types of food is typically ordered from your
restaurant, checking the reviews and feedback from various different channels helps restaurants to determine their delivery strategy. However, collecting and analyzing all the data, might add several extra hours to your day. Deliverect takes all your order data from every platform you use and stores it in one format. You can access all the insights from one dashboard on devices your managers are already using. Use social media and run promotions to spread out orders It’s imperative restaurants remain active on social media and engage with loyal customers. Share your promotions, new menu items, and beautiful images of enticing dishes to capitalize on your audience’s hunger. In addition, as the busiest times for restaurants usually come at mealtimes, restaurants can try to spread out orders into non high traffic time periods by running promotions for breakfast or lunch instead of dinner to help avoid delays.
Upgrade your tech stack Every restaurant’s goal is to get deliveries out as quickly and efficiently as possible. Unfortunately, if one order gets messed up, it affects a restaurant’s entire day or night of food deliveries. The last thing a restaurant wants is their delivery drivers or bikers having to go back in busy times with a new order. The solution? Upgrading kitchen technology to optimise delivery operations for the longer term. When you know your best channels and best-selling dishes, you can ensure your line is prepped appropriately and that your front-of-house team can handle the orders coming in from multiple platforms. Deliverect is designed to make your online order process and management as efficient as possible. It takes in all your orders from all the ordering apps and sites you use and collates them into a consistent format. Then it pushes all these orders to your POS system and through to your kitchen. Start now and make your customers come back for more We have seen that delivery presents numerous advantages to restaurant owners and customers, such as the diversification of products restaurants can offer, new communication channels and an increase in customers. But it can get complicated as well with lots of tablets, order alerts ringing at the same time waiting to be accepted, re-punching orders manually and getting errors. Does this sound familiar? It doesn’t have to be such a hassle! Deliverect developed software capable of centralising all your delivery channels to your point-ofsale system. Your menus are fully automated and synchronised, your stocks are managed directly and you benefit from detailed reports dedicated to your new
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activity. By looking at data, utilizing social media, getting creative with promotions and making sure delivery and kitchen staff is equipped with the right technology and tools, restaurants are bound to stay on top, regardless of season. But don’t just take our word for it! Adapting to the fast-changing food sector and trying to satisfy consumer demand, Deliverect’s customer Chipotle introduced food delivery quite early. But taking the delivery step is not always easy and comes with its fair share of challenges. Chipotle’s main issue was balancing wanting to scale up their delivery service and struggling with space to manage all the tablets. Working with Deliverect solved this issue and further simplified the process. Because their online orders are now integrated directly into their point-of-sale, Chipotle doesn’t have to fight for space and juggle between different tablets. Not only did Deliverect help with space, it also freed some time. Centralising all the online orders allowed Chipotle staff not to rekey all the orders into the point-of-sale manually. And the impact on the business is huge! Between January and September 2021, in all 5 locations recently using Deliverect, order volume grew by 66.3% on average with a maximum of 92.3%. And it resulted in an average growth in revenue of 53%! About Deliverect Deliverect is a SaaS company that simplifies online food delivery management. Deliverect seamlessly integrates online orders from food delivery channels (Uber Eats, Deliveroo, Just Eat Takeaway.com, etc.), allowing 12,000+ establishments to improve operational service and increase customer satisfaction. Operating in over 30 markets around the world, Deliverect is trusted by restaurant chains and FMCGs such as Taco Bell, Timeout Market, and Unilever, as well as small and midsize restaurants and dark kitchens around the world. To find out more information visit www.deliverect.com. 11
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For you and your hotel, STAYBOOKED™ from Acomos™ gives free access to Google Hotels and a worldwide audience for your property. STAYBOOKED™ from Acomos™ gives you its award property management system free for use in your monthly subscription as a result of you signing up for listing your hotel. STAYBOOKED™ from Acomos™ is integrated with real-time availability and automatic inventory updates available for Google Hotels, SiteMinder, Octorate, Vertical Booking, Rate Gain, SynXis, Ermeshotels, AvailPro, Travel Click and Dingus. We will look after your guests from booking to departure from one single screen. The PMS dashboard is the perfect snapshot to make the daily running of your property simple and stress free. What do members get? STAYBOOKED™ from Acomos™ has
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List your hotel on STAYBOOKED™ from Acomos™ and you pay just a fixed monthly subscription. Use the pricing calculator on our website to see how much the subscription is. You can be on STAYBOOKED™ from Acomos™ in 7 days from receipt of your deposit. STAYBOOKED™ from Acomos™ Stay Full. About Us Our hospitality property management software is designed from our experience and comes with a travel portal giving access to a global guest audience. Designed as a result from listening to you. Innovative hotel and travel services give a unique insight into the management and performance of the property. True hospitality and more bookings is what you get. Move over to STAYBOOKED™ from Acomos™. For more information please visit www.acomos.com
Switch and Save with Clarity Hospitality Software In reaction to an incredibly challenging period for the hospitality industry, you may be one of hundreds of owners and managers looking at every facet of your hospitality business, and finding ways to operate in a leaner and more efficient way. A big part of that is looking at your key suppliers, including suppliers of your hospitality software systems. While changing software system may initially seem like pulling teeth, if the end result is ending up with more features and better support, without the changeover costs, you might just end up smiling.
This means you can effect positive change without spending a thing.
Now might be the perfect time to make a change, at zero cost
• All the licenses you want
Clarity want to take the fear, and cost, out of switching systems. Offering onsite, one-to-one dedicated training for your staff, 24/7 local support as standard as well as unlimited user and room licensing. All for ZERO upfront charges.
Feature-laden software you can afford, and trust Because of the decades we’ve been developing software for the Hospitality industry, Clarity provides one of the most fullfeatured Property Management Systems of any supplier. This is backed up by outstanding local support and training. • One of the best hotel PMS systems available • Enterprise module for Groups at no cost • All the 3rd party interfaces and modules you need, including Sales and Catering and POS • Cloud hosting • 24/7 support
Free remote demo If you are looking for a positive change in your hotel software, why not book a free remote demonstration by contacting Craig, our UK Sales Manager. We would love to show you just how Clarity Hospitality Software can help your business bounce back with a strong, proven software provider at your side. Martin Wicks – Ashdale Hotels: “As a long-term customer we really appreciated Clarity discounting costs while we were closed through the pandemic and the 24/7 product support team helped us prepare to reopen smoothly. The nature of our business means we often need immediate solutions which Clarity “get” and always deliver” Carol – Peel Hotels – Caledonian Hotel, Newcastle “Thanks to Clarity’s mobile solutions for EPOS and Hotel Manager, we have found the overall guest experience is better than ever!” Bernadette – Legacy Hotels Preston International Hotel “Clarity were fantastic during COVID and offered us an alternative, flexible billing method that helped us immensely and helped minimise our costs during a very difficult period.” You can contact Craig by visiting our website’s contact page: clarityhospitality.co.uk/contact Or email craig@clarityhospitality.co.uk Or call +44 (0) 330 043 0719
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You don’t need to spend, to make change.
Ask us about our zero-cost set up.
Industry leading Hospitality software sales@clarityhospitality.co.uk +44 (0) 330 043 0719
clarityhospitality.co.uk
Want to increase turnover and save money? Guests can order for themselves with Adactus Order-at-Table – and they’ll spend more per head too! Staff shortages Not having a full complement of staff for every shift can mean: • Being unable to open for some services across the week. • A drop in service standards as the team is stretched. • Absence due to sickness or self-isolation has a greater impact because of lack of cover. 16
Technology can help you One way to reduce these effects is to set up an order-at-table system. Implementing this software will bring benefits to both your company and customers: • Consumers have shown they are happy to order from their phones. • Shorter wait times: guests needn’t wait for a member of staff to become available to order. • Leaving admin tasks to the technology frees up staff to do customer-facing tasks, improving service and cutting down on errors. • The convenience of being able to order from a phone increases spend per head. • Reducing the number of staff required will increase turnover.
Adactus Food Ordering
Want to find out more?
With 20 years’ experience in Food Ordering, we know what customers want when it comes to ordering food online. We also know that every brand and every menu is different – one size does NOT fit all.
Contact us to discuss how we can help your business increase turnover and save money.
We’ve processed millions of delivery, collection and at-table orders for very large brands, and now we have a solution for every size of restaurant.
Contact us! hello@adactus.co.uk 01844 269090 Adactus.co.uk
Adactus
Fully configured to your brand, menu and products, with no per-transaction fees, Adactus Order-at-Table can improve customer satisfaction, increase spend, and be part of your answer to staff shortages. 17
HABITECH
New audio experience in luxury London SOFTWARE, HARDWARE & SYSTEMS Flagship hotel development completes the ambience of luxury with the seamless magic of Sonance invisible speakers Located at the northern edge of London’s Belgravia on Grosvenor Place, overlooking Buckingham Palace Garden, The Peninsula London is a five-star flagship hotel development scheduled to open in September 2022. The hotel’s owners, architects and developers have devoted their combined energies toward curating the most pristine and exquisite guest experience possible. And not just by divining an ambience of luxury “befitting one of London’s most celebrated addresses”, but in the subtlest ways as well. As the world’s most experienced hotel design professionals understand, it’s often the smallest discoveries that make for the most joyous and memorable experiences. Which is why the team at Peninsula London chose Sonance invisible speakers for high-quality audio in all the bedrooms and communal areas. Concealed behind a thin layer of plaster, Sonance invisible speakers create the magical effect of music and speech appearing to float in the air without any obvious source. The new audio system involves no fewer than 496 individual elements. The idea of invisible speakers is nothing new, but the design has hitherto suffered from muffled sound and intelligibility. However,
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a breakthrough from America’s leading architectural speaker maker has found a way to deliver the full-range fidelity of a highquality traditional speaker from a completely invisible one. It’s taken two years of dedicated research and proprietary measurement tools to develop a the new ‘Motion Flex’ invisible models. Within conventional designs, there’s nothing to stop waves from the mid driver rippling outwards to interfere with those from the bass driver. For the Motion Flex models, Sonance has found a way to isolate discrete wave patterns on a single diaphragm. In effect, the output of the proprietary ‘Wave Flex’ driver is isolated from the ‘Air Flex’ woofer, delivering significantly lower levels of distortion and
coloration, and a new performance benchmark for invisible speakers. As Habitech’s Market Development Manager Jane Anstead says: “The highest-end hospitality seeks to attract the world’s most discerning customers by making the quality of luxury as tangible and memorable as possible in ever more inspirational ways. When even the richest clients associate sound with speakers, the magic of seemingly source-free full-range audio from completely invisible ones is another way for hotels and restaurants to differentiate the quality of their customer experience.” For further information, please contact Jane at jane.anstead@habitech.co.uk
FINALLY NO COMPROMISE “Really proud to be the first company in the UK to install the new incredible IS10 invisible speakers. We heard these in December and we were truly blown away… speechless with the quality…we know interior designers are going to love them…” Andy Bell, Trusted Technology
watch the video
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MUSIC FOR Y
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