Innovation

💸 Loyalty check sizes in the restaurant and c-store industries are increasing, with 50% of FSRs (Full-Service Restaurants), 44% of QSRs (Quick Service Restaurants), and 31% of convenience stores experiencing over 10% year-over-year growth, according to the 2025 Paytronix Loyalty Report. However, 12-25% of brands saw declines, and approximately a quarter witnessed stagnant check sizes. AI-enhanced data analytics, qualitative behavior feedback, and personalization are recommended to boost loyalty spend and engagement, contrasting with flat averages that may not reflect true profitability against non-loyalty members.

📝 Venita Yelley, Operations Manager at MCM Elegante Hotel and Suites, reports a 1.5-point increase in online reviews within three months of implementing a guest experience management platform. By utilizing real-time feedback mechanisms with the hotel PMS, hotels have reduced wait times by 40%, leading to higher guest satisfaction. Hotels need to adopt effective guest messaging strategies through their PMS, such as SMS, to meet guests' communication preferences. Maintaining consistent operations and listening to guest feedback are crucial for hotel success and differentiation in the market.

💳 On 15 April 2025, Prague-based RobosizeME, a hospitality automation provider, launched its OTA Payment & Routing Suite for hotels using the Oracle Hospitality Integration Platform (OHIP) for Opera Cloud. The suite automates OTA bookings and virtual credit card handling, aiming to reduce manual errors, enhance billing accuracy, and improve guest services. Co-founders Stephen Burke and Linda Girrbach emphasize the suite's potential to eliminate high-risk manual steps and ensure consistent OTA billing rule implementation. RobosizeME also offers a broad range of AI-enabled automation solutions for the hotel industry, stressing security with ISO 27001 and GDPR compliance.

🏨 Cloudbeds, based in San Diego, CA, launched Cloudbeds Labs on April 15, 2025, to pioneer AI-driven hospitality operations. Cloudbeds Labs introduced Signals, a causal AI platform for revenue and marketing that forecasts demand with over 96% accuracy up to 180 days ahead and boosts performance by 15%+. Engage, an AI voice concierge, offers 24/7 multilingual support, facilitating voice-driven bookings and providing real-time information, which increases revenue opportunities and operational efficiency. Cloudbeds Labs aims to rapidly develop AI tools, fostering co-development with hotel partners and offering both standalone and integrated platform solutions.

🏨 Scandic's interim report for Q1 2025 (Jan 1 - Mar 31) shows net sales up by 2.9% to SEK 4,546 million, organic growth of 3.8%, occupancy rate increase to 55.1%, RevPAR at SEK 655, operating profit of SEK 194 million, and adjusted EBITDA at SEK 101 million. President & CEO Jens Mathiesen forecasts a positive Q2. Share buyback program completed, repurchasing SEK 300 million worth of shares. A new hotel in Berlin with 214 rooms announced, opening second half of 2026. Three new hotels to open in 2025, adding over 600 rooms. New website and app developments, along with a strategic partnership with SAS, are part of Scandic's growth strategy. Norway reports best Q1 ever, while Sweden and Finland see stable and cautious growth respectively.

🥕 Saladplate, part of Informa Markets, serves as the hub for Hospitality, Food and Beverage industry insights, featuring weekly news updates, a monthly newsletter, and a bi-monthly e-magazine. It offers exclusive access to a directory of over 10,000 brands, companies, and products, as well as registration and updates for over 35 international trade events.

🤖 Hospitality experts predict that AI and robotics could automate many jobs by 2030. The US hotel industry sees a 100% annual turnover at front desks, leading to inconsistent service and knowledge gaps. Robots could offer 24/7 consistent service, multilingual communication, real-time dynamic room management, and unbiased interaction. They can enhance guest experiences with personalized greetings, efficient check-in, and concierge capabilities, potentially preferred by the upcoming digitally native generations.

📊 Tillster's 2025 Phygital Index Report indicates diner loyalty to fast food and casual brands is declining. An independent survey of 1,500 U.S. diners revealed 33% changed their favorite restaurant due to better food (46%) and value (40%). Cost-conscious diners (45%) visit less often due to rising prices. Kiosk popularity continues, with 61% wanting more, up from 57% in 2024. Convenience stores are visited by 24% of diners, outpacing QSR (18%) and fast-casual (16%) growth. Comfort with voice AI at drive-thrus is high, at 60%.

💸 Brands in hospitality risk losing business when customer experience fails. Personalization is key to fostering loyalty, with consumer data enhancing satisfaction. Predictive personalization, going beyond manual inputs, anticipates consumer needs. Location data helps personalize offers, while mobility data, with consent, tailors experiences based on travel patterns. A mobile-first approach is essential, as consumers spend 5 hours a day on phones. Hospitality brands can deliver personalized experiences meeting consumers' immediate needs by utilizing this data.