Innovation

💸 Elavon, a subsidiary of U.S. Bank, partners with Wyndham Hotels & Resorts, expanding its Cloud Payments Interface (CPI) to over 6,000 Wyndham franchisees in the U.S. and Canada. CPI eliminates the need for on-site hardware, enhancing security and operational efficiency. The move supports scalable payment services and integrates with third-party software, offering advanced encryption. This upgrade aims to streamline payments, enable faster, touchless check-ins, and ensure PCI DSS compliance.

💻 HITEC 2025 features AI in revenue management, highlighting the N2Pricing Commercial Suite by Revenue Analytics. ???? Launched in 2025, it enhances data insights and time management for hotel revenue managers. As per Tess McGoldrick, the suite integrates AI, promoting critical thinking rather than full automation. The development focused on addressing common questions in revenue management, with future plans hinging on user feedback and incorporating new data sources. AI's role in evolving this sector remains a focus.

📞 1 in 5 Americans find their calls to restaurants often ignored, and 69% might abandon a restaurant if unanswered. Among millennials, this rises to 72%. 89% of Americans, led by 95% Gen Z, 92% of Millennials, and 80% of Baby Boomers, are open to AI agents for tasks like reservations (47%) and order tracking (42%). Hostie, an AI platform, helps restaurants manage communications. Survey conducted by The Harris Poll, May 29-June 2, 2025, with 2,065 U.S. adults.

🤖 In 2025, agentic AI is highlighted as the top trend in Gartner's report. This AI type functions autonomously, enhancing industries by executing complex workflows and adapting to changes. In hospitality, agentic AI boosts customer service by managing simpler tasks and optimizing resources. However, clear goals and robust data management are crucial, with Master Data Management ensuring unified, accessible data. The AI transformation demands an architectural shift for better collaboration, aiming to elevate customer satisfaction through advanced automation.

💸 Hospitality groups face complex challenges in managing employee benefits billing, especially across multiple states with various benefits plans. Manual billing processes often result in errors, leading to overpayments and disrupted coverage. Automated solutions can identify discrepancies, averaging around 5% of total premium expenses, and save significant costs. Anthony Farinella from Triton Benefits & HR Solutions highlights that unchecked billing errors can lead to hundreds of thousands in overpayments annually. Automation provides clarity, scalability, and accurate property-level cost allocation.

🏨 March 2025, Josiah Mackenzie and Wil Slickers explore major hotel industry changes, emphasizing real-time data and innovative strategies. Key topics include operational efficiency (04:25), profitability significance (07:06), technology integration challenges (10:50), and diversified revenue streams (19:22). Their discussion addresses the industry's shift beyond traditional metrics (06:02) and leveraging high-potential operational points (14:27). For a deeper dive, listen on Apple Podcasts, Spotify, or YouTube.

💻 US: In 2025, RMS launched an upgraded booking engine with mobile-first functionality and faster load times. The system features room listings that highlight views or bed types and includes a 24/7 AI front desk assistant. It supports chatbot integration across digital channels for automated inquiries and payments, utilizing RMS Pay for seamless transactions. CEO Adam Seskis aims to increase direct bookings, reduce reliance on third parties, and enhance guest experience to grow revenue and lower costs.

📈 Hotels using post-stay surveys witness an average 8% boost in review scores. AI sentiment analysis in customer experience platforms prioritizes impactful improvements. Negative reviews, if unaddressed, can reduce future bookings by damaging reputation. For hotels, 95% of travelers read reviews before booking, underlining the importance of positive review visibility. GDPR compliance, regional hosting, and role-based access protect guest data. Dashboards track KPIs like NPS, response rates, and review volume for performance insights.

💻 March 11, MURTEC: The Top Women in Restaurant Technology Awards & Rising Star Awards, sponsored by Milagro, honored White's innovative work at Union Square Hospitality Group. Her key initiatives include launching a next-day pay project to enhance employee financial independence. She champions AI for personalized dining experiences, predicting a streamlined future for AI-driven searches. White emphasizes mentorship's role in her career, valuing learning through teaching and coaching. Nominations for 2026 awards open December 1.

💻 Amadeus, leveraging OpenAI models on Azure, enhances its Hospitality portfolio with AI tools. In 2024, Advisor Chat rolled out to Agency360, saving analysts up to a day weekly. The AI tool integrates with Demand360, offering insights from 44,000 hotels and 35 million short-term rentals. Email to RFP, used by Omni Atlanta Hotel, streamlines group bookings. Amadeus plans further AI integrations in Microsoft Teams to improve performance insights and decision-making.