Hospitalitech Magazine - August Issue

August Issue Study reveals pandemics effects on hotel guest behaviours

Switch and Save with Clarity Hospitality Software

Stay ‘in-tune’ with workplace radio

Pages 12-13

Pages 18-19

Pages 26-27

hospitalitech.co.uk

Contents 4

Industry News

10

Editor’s Choice

14

Reservation & Booking Software

20

EPOS

26

Music & Sound

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

Hotel 360 Welcoming 4 - 5,000 hotel professionals this year, Hotel360 is ready to reconnect with the industry in-person. Taking place on the 28th & 29th of September at the ExCeL, London, this free to attend event will provide a 360 degree viewpoint of the hospitality industry encompassing 5 topical areas; business growth (finance & marketing), technology, operations, sustainability & design.

as an opportunity to differentiate oneself from the competition.

Keeping this in mind, Hotel360 has carefully curated this year’s content by providing the information, solutions & tools necessary to stay ahead of the new playing field of 2022. With Panel debates such as:

With a transformed hotel sector, there was a shift in guests’ expectations.

The new norm of the essential, ‘standard offering’ changed. Besides new sanitary measures, the reduction of human touch points accelerated a new age of hotel technological innovation, automation and digitisation of services. Furthermore, the heightened demand for hospitality staff, to the increasing need to reduce hotel emissions by 90% by 2050 according to the Paris Climate Agreement (Natacha Reymond, 2021), has created an array of new challenges for hoteliers.

- Workforce Management: How to Empower and Engage Your Employees

- Keeping Sustainability at the Heart of your Hotel

Chains and independents will receive a chance to get free training, a place to meet and teambuild!

Although, if responded to correctly, these challenges could be the push to refresh one’s hotel offering and act

These interactive panel debates act as an open stage for hoteliers to voice their opinion and to ask

Visit hotel360expo.co.uk to secure your free ticket to both shows today!

4

- Mastering the Art of Health & Safety - Protecting your Staff and Customers

- Everyday Sustainability - Using Our Resources Responsibly - The Technologies Shaping the Hotel of Tomorrow - Delivering the 5 Star Experience - Marketing from A-Z - Everything you need to know

Industry News

those pressing questions posing their hotel business. There will also be 150 inspirational seminars & industry influencing keynote speakers. Hotel360 has already announced three exciting keynote lineups, namely: - Andrew Robb - Chief Financial Officer of RBH - Discussing ‘Planning for expansion: when and how to invest’ - Max Fenlon - Director of Commercial Finance from PPHE Hotel Group - Discussing ‘Financial Partnerships for Business Growth’ - Gonzalo Carpintero Navarro - VP Operations EMEA and Head of Meetings and Events Transformation from Radisson Hotel Group - Discussing ‘Making your customer experience consistent’

RUNNING ALONGSIDE:

HOSPITALITY

@HOTEL360EXPO #HOTEL360EXPO

28 & 29 SEP ExCel, London

Free tickets

HOTEL360EXPO.CO.UK

THE UK’S LEADING HOSPITALITY EVENT DEDICATED TO INCREASING HOTEL PROFITABILITY JOIN THE INDUSTRY’S EXPERTS AS THEY REVEAL THE SECRETS TO SUCCESS

300 CUTTING EDGE SUPPLIERS

150

INSPIRATIONAL SPEAKERS

EXPERT-LED

PANEL DEBATES

INNOVATION

AWARDS

1-2-1

EXPERT ADVICE

INNOVATION AWARDS

AND MUCH MORE! 5

TheFork identifies UK No-Shows hotspots, a phenomenon that has increased since reopening According to independent research conducted by TheFork, Europe’s leading restaurant booking platform, almost one-infive (19%) Brits have admitted to failing to arrive for a restaurant reservation over the past four weeks, leading to a concerning rise in restaurant no-shows across the UK. Since the return of in-door dining on May 17th, TheFork has measured a 237%* rise in bookings across the site, but with diners failing to show up. Brits have cited ‘spread booking’ as the number one reason behind failing to attend an existing booking. Spread booking is a new trend whereby consumers make reservations at multiple restaurants, to ensure they have options to choose from, but only intend to honour one of them.

Research by TheFork has revealed 30% of respondents who failed to show up for a recent booking, had

6

made more than once reservation for a restaurant at the exact same time slot, to avoid having nowhere to go, as hospitality venues are full so quickly under the current social distancing restrictions.

The new ‘spread booking’ craze has had a vast impact on the hospitality industry so far. With the latest government announcement resulting in restrictions being imposed until at least 19th July, TheFork has calculated the potential cost to UK restaurant owners to be £6.2m in lost revenue, if this ‘no-show’ trend continues at the same trajectory.

TheFork has also revealed which parts of the UK are the worst no show offenders, with diners in the Capital most guilty of failing to show up for their restaurant bookings. Patrons planning to eat out in both Glasgow and Manchester have also made a habit of failing to honour bookings,

Industry News

coming in second and third of the UKs restaurant no-show league.

In comparison, the most loyal and devoted diners with the least amount of no-shows, have been revealed as Liverpudlians and Edinburgh residents.

UK’s Top 10 Flakiest No-Show Hotspots 1. London 2. Glasgow 3. Manchester 4. Plymouth 5. Birmingham 6. Norwich 7. Newcastle 8. Belfast 9. Bristol 10. Cardiff

Patrick Hooykaas, Managing Director at TheFork said: “It’s great to see demand for dining returning and reservations increasing across the country, but restaurants still face a huge challenge to get back on their feet. It is more important than ever that diners show their support for local businesses, and the biggest way they can do that is to only reserve the tables they really need. When diners no-show for a booking, it results in a loss of revenue that restaurants can ill afford. In the UK, it is costing businesses millions.

Of course, there are times when diners have to change their plans and can’t fulfil a reservation, but when that happens our advice is to always give the restaurant as much notice as possible so they can offer the table to another customer. It is also important that booking platforms play their part by not facilitating unfair behaviours such as spread booking. Here at TheFork, we do not allow customers to make more than one booking during the same time period on our site. The message from us is simple, if you do not plan to attend your restaurant booking, cancel. We can all do our bit to help get this important industry back on its feet.”

With social distancing regulations still in place, many venues are operating at reduced capacity, and with demand outweighing table availability across many towns and restaurants across the UK, other no-show preventions from TheFork include: 1. Reminders - while confirming their reservations, customers will be reminded they must cancel if they are unable to make it via email and SMS. They will also receive a message on the day of their reservation as a reminder to cancel if they cannot make their booking.

2. Quick Cancellation – one-click on a phone or computer is all it takes for a customer to cancel a reservation on TheFork platform. It’s easy, saves time, and is good for both the client and the restaurant.

3. Customer Rating – TheFork offers restaurants the opportunity to use a reliability meter for each customer. Comments can be left notifying of a no show so future restaurants are aware of the customers past habits.

since restrictions were lifted, which has had a huge knock on effect across our business. Not only does it lead to lost revenue, but it means our staff have their hours cut and food goes to waste.

In normal times it is difficult enough to fill spaces at such short notice and given the safety concerns in operating a walk in policy at present, it is less likely that we are able to recoup the lost revenue.

Now, more than ever, we need the public to get behind us, to get out and eat out as much as possible, but to also be considerate in their booking behaviour.

We understand that things happen and life can get in the way so cancellations are common, but letting your restaurant know is a small gesture that can make a massive impact.”

To discover dining inspiration and to make reservations visit www.thefork.co.uk or download TheForkapp from the Apple and Google app stores.

Jade Ajwani, Manager, DoubleTree

by Hilton London said: “Our industry has been blighted by no-shows

Industry News

7

Sanitising just got Sexy!

Introducing Vycel Electrostatic Sprayer; the cleaning system treatment the hospitality industry deserves

With the hospitality industry opening up and starting to get booked up and businesses under pressure to recoup lost profits, the need for fast, seamless sanitisation of work spaces has never been greater. Enter VYCEL; a brand new Electrostatic Sprayer which utilises the latest technology to provide quick, safe and cost effective way of protecting hospitality businesses from the health and financial threats posed by infections spread by viruses and bacteria.

Lightweight, compact and cordless battery powered, the Vycel Sprayer delivers an impressive 1.6 billion particles of cleaning solution every minute and the built-in highperformance pump can project mist up to 2 metres across a room.

This next-gen cleaning innovation creates a fine mist that simultaneously disinfects surfaces AND cleans the air it passes through. Vycel Daily Sanitiser’s fine mist evenly coats and santisies 100% of surface areas, while killing 99.99% of virus and bacteria in just 30 seconds.

• 75% quicker than traditional cleaning methods

4 litre offering a fluid run time of 40 minutes • Electrostatic charged mist wraps surfaces for full coverage • High performance pump sprays up to 2 metre

• Uses 75% less cleaning chemical solution than industry standard - making it safer for regular use between appointments • Delivers 16 billion particles every 10 minutes • Positive Virus Protection • Easy tank removal and refill • Illuminated battery status indicator • Compact form for use in confined spaces • Comfort grip handle • 3+ hour battery run time “With the hospitality industry contributing billions to the economy annually, it’s critical we help support operators that have been hit hard by the pandemic.

Protecting clients and staff from viruses has never been more important, and thanks to their strict deep cleaning regimes, many salons and spas are cleaner than hospitals. We are proud to support the reopening of the hospitality industy by reducing cleaning time without comprising on effectiveness. Venues can completely sanitise their premises for less than £3 per day using Vycel’s sophisticated technology.”

Ken Park, CEO of Vycer.

For more information please contact nick@eastofeden.london or Staceyrose@eastofeden.london

8

Industry News

Are your customers being digitally served? How advances in technology can be used to drive profitability Covid has fundamentally changed the experience customers expect from a hospitality venue. They want to be safe, relaxed and entertained, while businesses need to be compliant, innovative and profitable. Technology is the key to attracting and retaining profitable footfall.

Tony Ford, Managing Director of Marston’s Telecoms, explains: “The internet is now part of the DNA of hospitality as much as great food and drink, superb service and a carefully curated ambience.

With consumption of technology ever increasing, venues need to provide more and more connectivity. It’s not unusual for a hotel guest to have three devices using the broadband at once, and venues need the right connectivity in every corner of their premises.

Making sure customers stay longer, spend more and rave about a venue on social media is not just about comfortable beds,

sourdough pizza or craft ales.

It’s about putting a complete technology solution in place.

Robust broadband and great WiFi are the enabler for hospitality venues to drive greater profitability by offering customers not just access to the internet that is fast, free and everywhere but the advantages that come with it: from having their Netflix account up and running on the TV in their room when they arrive, to using an app to see whether a table for lunch will be free in 20 minutes.

It’s about future-proofing hospitality’s tech infrastructure as venues become more experience driven, so they can give customers a fabulous visit, increase dwell time and raise order values.

Both customers and the business benefit. A portal such as Marston’s Pints N’ Bites not only makes table ordering quick and easy, it also offers speedy payment that eliminates the cost of staffing tills.

Similarly, our Hotspot WiFi portal

Industry News

provides businesses with customer contact details, increasing their lifetime value through targeted marketing.

With footfall mapping and Epos data comes the opportunity to count how many people are in each part of a venue, how long they linger, how much they spend and what on. Venues can build a complete picture of their customers and use that intelligence to boost profitability – by changing a particular room theme, or reducing staff at certain times of day.

Why trust Marston’s Telecoms?

We are the only internet service provider owned by a pub company and have been serving the hospitality industry since 2008. We are on a journey with business owners to create the hospitality venue of the future – ready now for what customers will be demanding in three years (or even six months!)”

For more information head over to marstonstelecoms.com or call 01902 283 300.

9

Endpoint protection; a vital tool for Restaurants in the battle against ransomware Attacks on restaurants and other SMBs are on the increase, with repeat attacks extremely likely.

According to recent research, by the end of 2021, a new ransomware attack could potentially happen every 11 seconds, an incredibly alarming statistic. In the first half of this year, there have been some highly prevalent attacks that have made headlines. It’s not just big organizations that are at risk either; organizations of all sizes are currently under threat from cyberattacks. Restaurants can be seen as an easy target as they don’t often have the robust security programs of larger organizations.

A responsive, evolving form of defence is needed, and endpoint protection is a vital tool in that arsenal.

The ever-changing cyber security threat It has been a hectic year of cybercrime exacerbated by the COVID-19 lockdown and the move to even more digitised services, with the first half of 2020 seeing approximately 2.5 million new ransomware attacks. Now more than ever, effective cyber protection and risk management are vital – no matter the size of your

10

Editor’s Choice

business. It might be easy to think that restaurants aren’t the primary target for attacks, but this is not the case. In fact, 71% of ransomware attacks are aimed at SMBs. What is ransomware?

Ransomware is malicious software that seeks to encrypt files and hold them for ransom. The files are not released until the victim pays the hacker, usually a large sum of money and typically in untraceable cryptocurrency. A well-known restaurant just outside of Washington D.C. had its systems locked up by a ransomware attack and was requested to pay $10,000 in Bitcoin. Unfortunately, it doesn’t end there as, according to a recent report, 80% of ransomware victims suffer repeat attacks.

There are two solutions to a ransomware attack: pay the ransom and potentially lose a lot of money or ignore it and potentially cripple your service and or have your data made publicly available. The severity of the impact depends on the type of data that was stolen and what

tools were in place to keep backups of that data. Either option will lead to a financial loss as well as damage to your restaurant’s reputation. To avoid this situation, it is important to have the right tools to prevent an attack outright, not just react after falling victim to an attack.

Detect and respond – the benefits of Endpoint Protection To prevent these attacks, restaurants need strong endpoint protection across all devices. Good endpoint protection solutions can detect attacks before they become a threat and respond extremely quickly before the hacker has a chance to encrypt that valuable data.

This category of security product is designed to protect endpoint devices through which data can be obtained while allowing a company’s IT team to easily regulate its use.

Modern endpoint solutions are the cornerstone of any advanced security stack and can proactively prevent cyber security attacks, rapidly isolate infected hardware, and quickly remediate any fallout from successful intrusions.

The focus of these solutions is to proactively block malware and protect the business network. This is done using a collection of built-in features, including stateful inspection firewalls, port and device control, vulnerability assessments and network monitoring tools that allow the IT team, whether internally ran or managed by a third party, to scan a network and identify abnormalities or potential risk areas.

Any endpoint connection in a business network, from laptops to smartphones, represents a potential point of intrusion for malicious hackers. It’s vital, therefore, that restaurants invest in endpoint solutions to help prevent and contain cyber security attacks, to avoid leaving themselves vulnerable to ransomware attacks and theft of customer data, and the ensuing

regulatory penalties, expensive network outages, and loss of brand reputation.

Risk management – the unseen challenge for businesses Risk management is a vital part of the defence against malicious hackers and having the tools in place to identify areas of risk and protect against it are crucial.

The correct cyber security tools can be invaluable in thwarting cyber-attacks, but only if you truly understand what elements of your business are at risk and what truly needs protecting.

To protect your restaurant from ransomware, the key is to understand the effects ransomware has on your business, both financial and from a reputation point-of-view, and then introduce an endpoint solution that can monitor for potential risks and keep data safe. Addon a dedicated IT security team to monitor that tool and include some Advanced Anti-Ransomware protection software to reinforce your network further, and you should be ready for any kind of attack. Just remember that the enemy is always evolving and so we should never feel lax about our security efforts.

Viking Cloud offers a range of security and technology solutions tailored for restaurant and food services. Viking Cloud’s Endpoint Security provides advanced protection, detection, response, and risk analytics to protect your restaurant from the full spectrum of threats, including ransomware attacks. For more information, visit vikingcloud.com/solutions/ endpoint-detection-andresponse/

Editor’s Choice

11

Honeywell study reveals pandemics effects on hotel guest behaviours New data offers insights and implications that can help hoteliers prepare for a still-uncertain future

The pandemic created challenges for hotels at a scale never seen before. In 2020, the industry experienced the most devastating year on record, with hotel occupancy plummeting to historic lows. New research from Honeywell, based on data from its INNCOM INNcontrol hotel guest room energy management system (EMS), revealed the extent to which the pandemic turned established patterns upside down and gives key findings on how hotels can respond to new guest behaviours in the future.

To understand hotel guest patterns, the study looked at three different types of occupancy rates: hotel occupancy, which refers to the

12

proportion of all available rooms in a hotel that are actively rented by guests at any given time; room occupancy, which refers to the proportion of all available rooms in a hotel that are physically occupied at any given time of day by guests or staff; and guest occupancy, which indicates the proportion of rented rooms in a hotel with a person physically inside the room.

Guests Chose to Stay In Rooms While room occupancy patterns typically vary based on a hotel’s location and the season, guest occupancy patterns are usually fairly predictable. Hoteliers could assume about half of their guests

would leave their rooms for the day between 6:30 a.m. and 10:30 a.m. and return for the evening between 8:30 p.m. and midnight. New arrivals checking in would increase the hourly guest and room occupancy rates from about 3:00 p.m. to 6:00 p.m. before rates declined again as people went out to dinner.

That predictability came to an end in 2020. Honeywell’s study found room occupancy dropped proportionally to overall hotel occupancy. Yet, guest occupancy rose beginning in April 2020. At the studied U.S. hotels, the hourly room occupancy curve — formerly consisting of peaks and valleys as guests left in the morning and returned in the evening — flattened

significantly with most hotel guests staying inside their rooms throughout the day. In fact, the hotels sampled in the Honeywell study, located in major cities across the country, reported less than 15% of rented guest rooms were left unoccupied during the daytime over the past year.

The recovery has begun, however.

The hotels sampled in this study reported an increase in hotel occupancy and reduction in guest occupancy rates in the first quarter of 2021, meaning hotels are seeing more guests and those guests are spending less time in their hotel rooms once again. The recovery hasn’t been evenly distributed, though. Regional variances were noted in the first quarter of 2021, with sample properties in California, Colorado and Washington, D.C., reporting a small increase in hotel occupancy while guest occupancy remained relatively unchanged.

The sample property in Florida, however, reported a much larger increase in hotel occupancy, along with a much bigger decrease in guest occupancy rates, through March of 2021. The room occupancy levels in Florida thus appeared to be returning to pre-pandemic levels much faster than the other properties surveyed.

Implications for Hoteliers While the industry is seeing hotel occupancy increase, challenges remain, both financial and operational. It’s also not clear when, or if, things will fully return to normal. What is clear, is that studying patterns developed during the pandemic can help identify opportunities for hoteliers to meet the evolving needs of guests and operators. If guests are spending more time in their rooms, what opportunities are available to make their rooms more appealing, such as expanding amenities and

enhancing on-property food and beverage offerings? Is the quality of furnishings or level of in-room technology and entertainment enough for a more present guest?

Hoteliers are already rethinking hotel designs (including floorplans, layouts and general use of space), technologies, and guest-facing features, both inside and outside rooms. They are evaluating new in-room amenities that support guests wellness or productivity, or are providing more options for entertainment and fitness, as well as socially distanced, lowcost-to-serve food and beverage services, such as employee-served buffets and expanded grab-andgo offerings. Many full-service and luxury properties have been enhancing premium amenities, including upscale room service offerings or private, in-room fine dining experiences.

Indoor air quality (IAQ) throughout common spaces as well as in guest rooms is also a need for hoteliers.

Hospitality technologies require additional investments into more versatile and efficient solutions, from upgraded Wi-Fi networks and building controls to an EMS that responds to guest room occupancy patterns and automatically adjusts the thermostat when a room is empty, providing energy savings.

Using the Past to Prepare for the Future Hoteliers have watched guest behaviours shift because of the pandemic, and while some changes are temporary, others may be permanent. Hoteliers should continue to monitor and adapt to their guests’ needs to support business continuity and drive profitable growth through and beyond the recovery, while also improving and enhancing the guest experience.

13

TAKE YOUR HOTEL TO

THE NEXT LEV HOTEL-FIRST PMS CHANNEL MANAGER BOOKING ENGINE YIELD MANAGEMENT INTEGRATED UPSELLING ALL THE PLUGINS YOU NEED

WWW.RO 14

VEL

OOMRACCOON.CO.UK

TRY IT FOR FREE NOW 15

UK hotel bookings hit highest level since March 2020 Hotel bookings in the UK have reached their highest level since the start of the pandemic, according to SiteMinder’s World Hotel Index, sourced from the company’s open hotel commerce platform, used by 35,000 hotels and connected to more than 400 hotel booking channels globally.

percentage points above the current global average of 64.19%.

The comparative booking levels are also outperforming those in a number of major European markets, including Portugal (82.48%), France (69.7%), Germany (71.36%), the Netherlands (66.77%) and Malta (73.88%).

This is the most concrete confirmation so far of the “staycation” boom the UK is currently experiencing, with bookings hitting 84.57% of 2019 levels on July 29, 2021 and remaining stable at 84.18% of 2019 levels on August 1, 2021. The bookings are being driven by domestic tourism with 92% of hotel bookings currently coming from within the country.

The vast majority of bookers over the past two weeks are due to arrive at hotels either this August (61.64%) or September (19.15%), showing the extent of the local pent-up demand that has been created from tightened travel restrictions this past year.

The UK’s overall hotel bookings, as a comparison to pre-pandemic times, first surpassed the global average on May 9, 2021, and have since grown to sit at 19.99%

The UK’s coastal destinations have performed especially strongly this year, with hotel bookings in Brighton, for example, currently at 107.72% of 2019 levels—having

16

UK hotels headed for a sustained recovery

surpassed pre-pandemic volumes on June 6, 2021, and peaked at 123.29% a few days later.

Edinburgh is another standout destination, sitting at 111.76% of 2019 bookings, while Bristol stands at 97.53% by the same measure.

However, growth is also being experienced by destinations that have been hardest hit by the pandemic, including Glasgow (85.29%), Manchester (81.67%) and Birmingham (76.66%), all of which have, over the past week, enjoyed their highest volumes since the start of the pandemic.

Hotel bookings in London also continue to grow and currently stand at 65.61% of 2019 levels – the highest since March 2020. This compares favourably to a number of European capitals, including Paris (53.28% of 2019 volumes), Amsterdam (53.24% of 2019 volumes) and Vienna (50.42% of 2019 levels).

Reservation & Booking Software

“The data from SiteMinder’s World Hotel Index illustrates the diversity and resilience of the UK as a travel destination, with cities of all kinds showing a sustained upwards trend throughout the year,” says James Bishop, Senior Director Global Ecosystem at SiteMinder.

“The data is in line with the findings of SiteMinder’s Changing Traveller Report 2021: UK Edition, which found that nearly two-thirds of UK travellers plan to travel either more (26%) or the same amount (35%) as before the pandemic. As a result, we should expect current trends to continue, especially as restrictions continue to ease in light of the UK’s ongoing vaccine programme. While challenges remain, after 18 months, recovery is now in sight for the country’s accommodation providers who should continue to be diligent about ensuring their business is in the best position to succeed now and in the future, and look to technology as a critical enabler.”

Reservation & Booking Software

17

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

18

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

New UK food labelling requirements is your company ready?

From the 1st October 2021, the UK Food information amendment or Natasha’s Law will require businesses to label pre-packed food for direct sale (PPDS) made on their premises with its product name and its full list of ingredients, including highlighted allergens.

The new law will come into play in England, Wales and Northern Ireland, with similar standards being introduced in Scotland by its local Food Standards agency.

There are a number of labelling options which businesses can consider, including handwriting sticky labels or batch buying preprinted labels which can often be costly and very time consuming.

An additional negative point of purchasing large quantities of pre-printed labels is that they will instantly become redundant when recipe ingredients are updated, causing additional costs to reproduce.

The new law is aimed to protect allergy suffers and give them the confidence when buying food.

These types of foods are packaged onsite and are usually on sale in display units, behind counters or sold in mobile/temporary outlets.

An alternative option is to look into self-label printing, this allows for the production of smaller quantities of labels as-and-when required. The most popular media options on the market today are either traditional silicon linered pre-cut re-stick labels or linerless labels which both allow the user flexibility on the label content they produce.

What are the options?

The new law effects everyone from small bistros to larger hospitality chains who in turn require new technology to fulfil these new documentation requirements.

Why go linerless?

Linerless labels are characterised as pressure-sensitive labelling

with a special release coating applied on the face of the label.

Going linerless provides up to 40% more labels per roll than traditional label media by simply removing the requirement of silicon backing paper. This special feature allows label printing of variable lengths, making it ideal for ingredient and allergen labelling which can often vary in size.

Typically, linerless labelling requires specialised printers for efficient use. BIXOLON offers a portfolio of linerless labelling solutions from traditional desktop printers to compact mobile printers. Its SRP-S300 linerless label or receipt printer, is ideal for high humidity kitchen environments. Providing concise, accurate linerless printing over five different print widths onto both re-stick and permanent linerless label media. The XL540 is the world’s first exclusively dedicated linerless desktop label printer with unmatched features compared to existing desktop printers, supporting linerless labelling as an option. Alternatively BIXOLON’s comprehensive range of compact mobile printers available in two, three and four-inch media widths providing consistent, flexible printing from your chosen smart device.

To find out more about the BIXOLON’s Linerless Label printing range and why it is quickly becoming a favoured labelling technology of choice for major hospitality brands across the UK, visit www.BixolonEU.com or call +49-211-68-78-84-0.

20

EPOS

New food labelling laws for hospitality are coming - is your business ready?

As the UK Food Information Amendment, also known as Natasha’s law, comes into effect from the 1st October 2021. Food businesses will be required to provide full allergen and ingredient list labelling on foods pre-packaged for direct sale on their premises.

Linerless Labels provide: • Up to 40% more label length available on a linerless paper roll compared to traditional label media • Flexible printing of varied length media • Available in a range of adhesive strengths depending on the type of stick required • Linerless labels can withstand scratches, liquid and sunlight better compared traditional label media

XL5-40 – 4-inch (114mm) Dedicated Desktop Linerless Label Printer • Producing fast linerless printing at speeds of up to 6ips (152mm/sec) • USB, WLAN, Bluetooth, Serial and Ethernet connectivity options SRP-S300 – 3-inch (80mm) POS Linerless Label and Receipt Printer • USB, Serial, Parallel, Ethernet, WLAN and Bluetooth connectivity options • IP21 rated with water resistant cover Mobile Printers – 2 (58mm), 3 (80mm) & 4-inch (118mm) Linerless Label Printers • USB, Serial, Bluetooth and Wi-Fi connectivity options • Compatibility with Android™, iOS™ and Windows™ smart devices

For more information visit www.BixolonEU.com or call +49-211-68-78-54-0

21

LollyMove gets hospitality moving Perfect for the new hospitality landscape; LollyMove combines payments and PoS in one device

The LollyMove is an exciting new all-in-one PoS and payments tool from the digital EPoS and commerce specialist, It’s Lolly.

Payments and orders are all done via one sleek unit – supporting a rapid and seamless service.

LollyMove combines a payment terminal with a full feature Android tablet, allowing orders to be taken by staff at the table or customer location and sent directly through to the kitchen management system.

Customers are able to securely pay via the terminal, using contactless or chip and pin, ensuring little physical interaction. 4G and WiFi connectivity means that all activity is linked to the fully integrated Lolly system and back-office software.

customers waiting to order their food or pay the bill.”

Ideal for outside events, pub or restaurant gardens, the LollyMove has been introduced into several expansive catering sites already.

Available through outright purchase, or on an affordable rental model, the LollyMove is also an accessible offering.

Peter adds: “I believe this versatile product will help all kinds of hospitality businesses ensure fast, exceptional and safe hospitality service.”

For more information please visit www.itslolly.com

Waiting staff can have their own unit, supporting Covid safety protocols and keeping things streamlined. The Moves’ highcapacity rechargeable battery lasts throughout a continuous busy day of service. Delivery costs are also lowered due to the fact that service and payments can be handled via a single device, as opposed to multiple PoS and payment units.

Peter Moore, CEO, It’s Lolly comments: “Pin on glass is a technology I’ve been keen to introduce to the Lolly portfolio for a while now, and this has now become a reality with LollyMove enabling PoS and payments on a single device.

“The fact that a number of the banks are currently increasing the contactless limit to £100 means that the device has real potential for a large number of hospitality environments.

“LollyMove will help make life simpler for waiting staff and keep service speedy in outdoor and busy locations. Staff will no longer need to move clumsily between payment and order devices, leaving

22

EPOS

23

Servers,

Meet your your new Meet new best best friend... friend...

Kate’s smiling Kate’s smiling because she because she has peace of has peace of mind knowing mind knowing her cash is safe her cash is safe when I handle the when I handle the transaction transaction

Let me introduce myself at Let me introduce myself at myPaypod.com myPaypod.com 24

kate kate Me Me

Paypod™ Paypod™Technology Technology Automates Handling atat AutomatesCash Cash Handling Point PointofofSale Sale

Crane (CPI) is is pleased CranePayment PaymentInnovations Innovations (CPI) pleased totointroduce Paypod–a new cashier assistant introduce Paypod–a new cashier assistant forfor the UKUK market.

Following a European road the market.

Following a European road show and launch in in summer 2018, Paypod is is show and launch summer 2018, Paypod now focused onon enhancing thethe cash handling now focused enhancing cash handling process for retailers in the UK. process for retailers in the UK.

To use Paypod, customers place notes and To use Paypod, customers place notes and coins into the Paypod, and the transaction is coins into the Paypod, and the transaction is managed by software that interfaces with the managed by software that interfaces with the retailer’s POS. Paypod returns notes and coins retailer’s POS. Paypod returns notes and coins to the customer while store associates assist to the customer while store associates assist customers without handling payment. The customers without handling payment. The employee never touches the cash. employee never touches the cash.

Paypod saves business owners as much as With the flexible design, Paypod allows users With the design, Paypod users Paypod savesbybusiness owners as much asto install withflexible little alteration to theirallows existing £5,000 annually automating cash transactions to install with little alteration to their existing £5,000 annually by automating cash transactions – including validating currency, rejecting frauds, store environment, and instantly connects store instantly connects – including validating currency, rejecting frauds,with mostenvironment, preferred ePOSand systems. and issuing change. Instant integration with and issuing change.

Instant integration with with most preferred ePOS systems. point-of-sale systems means reliable accounting integration of technology has enabled point-of-sale systems means reliable accounting “The and accurate till preparation, saving retailers “The integration in of technology hasretail enabled many efficiencies the modern androom accurate back time. till preparation, saving retailersenvironment,” many efficiencies in the modern said Jan-Hinrik Bauwe,retail back room time. environment,” Jan-Hinrik Bauwe, of Crane said Payment Innovations.

“With Paypod, the cash out (at the end of the President Presidentto ofwork Crane Payment Innovations.

“With the cash out (at the end of the“Designed alongside retail staff, day) nowPaypod, takes maybe 10 minutes, maximum,” “Designed to work alongside retail day)Kay nowDickinson, takes maybe 10 minutes, maximum,” cashstaff, said Paypod customer and Paypod can handle all aspects of the Paypod can handle aspects of the cash said Kaydirector Dickinson, Paypod ofcustomer leaving morealltime for associates company of Botham’s Whitby, aandtransaction, transaction, leaving more time for associates company director of Botham’s Whitby, ato focus on customers while ensuring accuracy 150-year-old bakery chain in the UK.of “Everyone to focus on customers while ensuring accuracy bakery chain in the UK.minutes “Everyoneand accountability throughout the payment is 150-year-old heading home to their families now and accountability throughout the payment is heading homelove to their now saves minutesprocess.” after closing. They that. families It saves time, process.” after closing. love that. booster It saves time, money, and it’s They a great morale also.” savesPaypod is available in the United Kingdom, money, and it’s a great morale booster also.” is available in theGermany, United Kingdom, well as the USA, France, Italy, Ideal for all retail outlets, including cafes, as Paypod as well the To USA, & as Spain. seeFrance, exactly Germany, how muchItaly, Ideal for allrestaurants, retail outlets, including cafes,Portugal bakeries, bars, convenience stores Portugal & Spain.

To see exactly how much money Paypod can save your business, please bakeries, bars, restaurants, convenience stores and newsagents, Paypod offers a flexible option mypaypod.com Paypod can save your business, please forand increasing efficiency during checkout newsagents, Paypod offersthe a flexible optionvisitmoney and foraccounting increasingprocesses. efficiency during the checkout visit mypaypod.com and accounting processes.

25

Stay ‘in-tune’ with workplace radio Since its invention over 100 years ago, the radio is one media platform that has remained popular amongst its many and varied audiences.

From music lovers and sports fans to local communities and religious groups; whatever you are interested in, there is usually a station for it!

vital element that helps to get us going, keeps us happy and allows us to stay focused. So of course listening to the radio at work is no exception. In fact, tuning in to the radio in the workplace could boast endless benefits for staff and customers alike.

enjoyable. It could give your workplace a modern and up to date feel or help break the silence and encourage conversations between your staff and customers, maybe even boosting your customers’ overall experience with your business.

Interestingly, advances in technology have only worked in the radio’s favour. With the introduction of the internet, DAB and ondemand services, accessing your favourite station is easier than ever and, consequently, radio is booming.

Enhance the environment

Define your brand

Playing the radio in your workplace may help to set the tone, change the mood and create an atmosphere that people enjoy. Maybe you want your customers to feel at ease as they wait for their appointments or want them to feel uplifted as they browse your shop floor. The radio could be one way to help achieve this.

Playing music at work through the radio could give your business an identity. Consequently, helping you to stand out from your competitors. Therefore, it can be just as important to your organisation as any other element of your business, such as your company name or your décor.

But is it any wonder?

Think about your morning routine.

How often do you switch on the radio as you drive to work or tune into your favourite hits at the gym?

You may even switch the radio on before the coffee maker when you arrive at work. For many of us, listening to the radio is much more than just background noise. It is a 26

Introducing the radio to your business could also provide an opportunity for your customers to be more engaged, making the whole experience with your business and brand even more

Music & Sound

By learning which tone and style of radio station best suits your business and reflects your brand, you could create a space which is as much known for its great atmosphere as it is for its excellent services and products.

Motivate your staff It’s not just your customers who may benefit from the radio, but your staff could too. Going back to the 1940s, the BBC introduced ‘Music While you Work’ radio programmes with the aim of increasing productivity and boosting morale amongst workers.

It’s probably no surprise that music may make people feel more motivated.

It is believed that music could help to enhance creativity and can help to develop new ideas. Having this added energy in the workplace could help employees to achieve their goals and help to make them feel more upbeat as a result. It also has the potential to help to relax the mind by improving focus and concentration.

Do I need a music licence to play the radio in my workplace?

If you use, play or perform music in your business or organisation though radio, TV, or other digital device, you’ll probably need a music licence.

Under The Copyright, Designs and Patent Act 1988, permission is needed from the relevant copyright holders – those people who create music – in order to play or perform their music in public. Playing the radio in your business or organisation is classed as a public performance whether this is for your customers, your staff or both.

TheMusicLicence from PPL PRS grants you the legal permission to play or perform the vast majority of commercially available music in public, including most radio stations, ranging from grassroots and independent artists through to some of the bestknown names in the business.

Now is the perfect time to turn the music back on and ensure you that you are appropriately licensed and set up TheMusicLicence for your business.

Music could help your business get back to its best. pplprs.co.uk/get-themusiclicence/ Call: 0808 134 8364

Music & Sound

27

The day that music was revived!

GigRealm offer the latest in delivering live music experiences in hospitality GigRealm, an innovative online platform that puts the control of organising gigs back into the hands of those in charge, is rolling out this summer. Enabling hospitality businesses to book live music with ease, GigRealm connects developing and emerging artists with all types of venues.

GigRealm was founded by Tom Brady and Reuben Narey who recognised a gap in the market to revolutionise how hospitality venues book live music events.

The company has appointed Emma McClarkin, CEO of the British Beer and Pub Association (BBPA), and Alison Wenham OBE, founder and former CEO of the Association of Independent Music (AIM), to its board. The end-to-end digital solution instantly connects venues with professional artists of all genres, including bands, solo acts, DJs and more, making it easier than ever for venues to host live music.

The platform takes the stress and

28

much of the unnecessary admin associated with booking live music away, by streamlining how venues find, book and pay artists; all while increasing footfall, wet sales and enhancing the overall offering venues provide to their guests.

GigRealm not only supports independent venues but also provides a corporate offering for larger, multi-site operators.

Head office and area managers have access to personalised dashboards, giving clear oversight of expenditure and ROI. Corporate clients also get access to an account manager who assists with the entire onboarding process, including training and setting up each user with access to the platform.

Tom Brady, Co-Founder and Managing Partner, GigRealm, said: “Live music is something we’ve all missed since the outbreak of the pandemic last Spring and it’s an experience that simply cannot be recreated at home. With the lifting of restrictions, consumers are eager to get out and enjoy live music

Music & Sound

experiences once more, and we want to help venues offer this.

The music and hospitality sectors have arguably been the hardest hit by the pandemic and now that live music is set to be back on the menu, we’re hoping that our end-to-end digital solution will help operators drive revenue, increase footfall across their venues and give their guests the kind of experience they are so desperately craving.”

Emma McClarkin, Chief Executive Officer of the British Beer and Pub Association, said: “Now that we’ve had confirmation that all trading restrictions are set to be lifted this month, it’s vital that hospitality venues are able to drive footfall and get people through their doors.

GigRealm makes it easier than ever to book live music in venues, and I’m excited to see how the business grows and develops, while helping the sector flourish after what has been a truly devastating 18 months.”

GigRealm is available for hospitality venues to sign up to now. For more information or to see more services and products visit gigrealm.com

Music & Sound

29

App to tackle food waste and poverty gets backing from businesses spanning entire food chain Successfully garnering support from businesses across the county that represent every area in the food chain, Produced in Kent is offering a solution that will help reduce the 6.4 million tonnes of edible food wasted each year with the launch of the Food Loop app.

From growers to charities, support is coming in thick and fast for the app that helps to put more surplus food on the table for those in need and less in the anaerobic digester or landfill.

Food Loop Champions The following businesses are the latest to pledge their support for the ground-breaking app, • Berry Gardens – Co-operative of British berry and cherry growers • Growing Kent and Medway – an £18m project stimulating research, innovation, and enterprise in Kent’s horticultural food and drink sector

• AC Hulme –Fruit & Livestock farmer • Simply Ice Cream – Food Producer • Macknade – Retailer • Karara – Catering • Fareshare Kent – Charity Food Loop is the first food waste app that links business to business, introducing suppliers of surplus food across the food chain – growers, producers, retail, and hospitality - to ‘takers’: businesses using surplus food for their product, or charities and community initiatives who redistribute surplus food to those who need it most.

Food Loop enables any foods that would have been transported to landfill or anaerobic digestor, to be repurposed and redistributed.

Nick Allen, Chief Executive Officer at Berry Garden, a co-operative of British berry growers and the UK’s

largest supplier of the nation’s berries and cherries, comments: “As a large business in Kent and with a number of grower members also located in the area, we are proud to be in partnership with Food Loop.

Food waste remains a problem throughout the food supply chain and this initiative is an excellent way to gain collaboration from across the industry and develop a joint consensus to reduce food waste.

“As a business, we are committed to establishing responsible business initiatives and this is just one of the ways we are working with our customers, grower members, and supply chain to help tackle surplus food waste.”

Berry Gardens is part of the Growing Kent and Medway (GKM) project, another passionate supporter of Food Loop. Nicola Harrison, Programme Director for Growing Kent & Medway, says: “We are investing in activities across the Kent and Medway area that help businesses to develop and deliver sustainable technologies, products, and practices in the horticultural food and drink sector.

“Innovative approaches to reducing food waste, such as the Food Loop app, will benefit communities across the region, and also help to bolster the region as a world-leader in climate-smart, environmentally sustainable food production.”

Businesses throughout Kent’s food and drink supply chain are joining as champions.

Shane Godwin MD of Food Loop Champion Macknade comments, “This is such an important app and one which we are proud to support.

It’s imperative that Kent’s food & drink businesses get involved in the bigger conversation surrounding food waste and do what they can to help put surplus food on the tables of people who need it most.

We are delighted to be amongst the other Kent businesses that are supporting Food Loop.”

30

Macknade is taking its Food Loop Championship seriously. Together with the Chairman of the National Cherry and Soft Fruit Show (NCSFS), Tom Hulme, of Food Loop Champion AC Hulme, decided that 50% of the proceeds of soft fruit sold at the NCSFS, which is taking place at Macknade on the 23rd of July, will be donated to Food Loop. A big boost for the Food Loop crowdfunding campaign that brings money together to develop and run a 12-month pilot to test the app.

Tom comments, “AC Hulme & Sons are delighted to join the Food Loop community. As a Champion and Kent grower, we can convince other businesses to become involved in reducing Kent’s food waste, becoming more sustainable, and supporting those in the local community who need our help.”

Sally Newall of Food Loop Champion Simply Ice cream is similarly determined to make a change: “It’s now more important than ever to support initiatives like the food loop to ensure that we are all doing what we can to cut food waste as much as possible. This initiative is a fantastic way of connecting

retailers, hospitality, producers, and.” growers to ensure we get more food and drink onto plates and into glasses to stop the massive amount of waste that is generated across our industries So just how big is the problem?

6.4 million tonnes of edible food are wasted each year. Of that, an estimated 1.6 million tonnes are lost before it even leaves the farm where it was grown or produced, the equivalent of 15 billion meals which is enough to feed the UK population for 11 weeks1.

In 2020/21 2.5 MILLION emergency food parcels were handed out across the country. Over 300k of which went to families in the South East2.

Paul Babra, of Food Loop Champion Karara adds, “As a local business, and inspired by our Sikh religious beliefs, we support local charities with donated freshly prepared curries. Food Loop will help us get fresh produce that would otherwise go to waste and enables us to keep feeding our community healthy food. We are thrilled to be a FOODLOOP champion and one of the first backers of the initiative!”

Kareen McDonald from Fareshare Kent comments “Despite being wholly concerned with distributing good quality surplus food, we are aware that there is so much more that can be done at a local level, which also helps reduce food waste and carbon emissions caused by excessive transportation to other parts of the country. Kent has the opportunity to be a pioneer in introducing new ways to distribute surplus food within our county to those who need it or can use it. Food Loop will be instrumental in effecting this change in a structured and achievable way.”

By working together, businesses across Kent can contribute to actively reduce food waste and help redistribute surplus food to those who need it most. Food Loop links charities, retailers, food businesses, growers, and producers to close the loop and ensure that less food goes to anaerobic digesters or landfills.

To become a Food Loop champion or find out more information visit crowdfunder.co.uk/food-loop or email info@producedinkent.co.uk

31

Recommended Companies

It’s Lolly Ltd

Salto Systems

Assa Abloy

www.itslolly.com

www.saltosystems.com

08000385389

+44 01926 811979

www.assaabloyopening solutions.co.uk

enquiries@itslolly.com

info.uk@saltosystems.com +44 (0)1902 364 500

EPOS, Payment Solutions Security, Entry Systems

Security, Entry Systems

Zapaygo

Adactus

www.zapaygo.com

www.adactus.co.uk

0333 301 9746

+44 (0) 1844 269090

info@zapaygo.com

hello@adactus.co.uk

Apps, Online Ordering, Payment Solutions

Software, CRM, Loyalty Software

Siteminder

Paypod

www.siteminder.com

www.mypaypod.com

+44 (0)20 3151 0730

+44 (0) 161 678 0111

PMS, Booking Software

Payment Solutions

Never miss an issue and SUBSCRIBE for FREE!

33

Features in next months issue are on: • Hybrid-Event Platforms • Printer & Labelling Solutions • Restaurant Technology • Wi-Fi & Connectivity

“A dedicated hub to get information on the latest technology used in the hospitality sector!”