Hospitalitech Magazine - March Issue

March Issue Take your hotel guests’ experience to the next level with HopApp

Swipen - What is Order and Pay at Table?

HGEM - Is your feedback optimised?

Pages 14-15

Pages 20-21

Pages 24-25

www.hospitalitech.co.uk

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Contents 4

Industry News

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Apps

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Online Order & Pay

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Guest Feedback Software

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Wi-Fi & Connectivity

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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

Ukraine-Russia invasion: Businesses at heightened risk of cyber attacks, security expert warns Businesses could be at a heightened risk of cyber attacks following Russia’s invasion of Ukraine – an expert from cyber security firm CSS Assure has warned.

Ukrainian banking and government websites were knocked offline last week by a spate of distributed denial of service (DDoS) attacks, which are designed to crash sites by bombarding them with excessive requests at the same, causing server overloads and shutdowns.

UK and US governments claim the attacks were carried out by Russian-backed military hackers – prompting concerns from the Home Office and GCHQ that a similar virtual onslaught could be attempted in a bid to disrupt businesses and cripple Britain.

find less obvious routes to target these institutions – potentially through suppliers, which are typically easier to hack.”

to web portals and email accounts, as well as remind employees to think twice before opening or clicking links on any suspicious emails.

How to protect your business from a cyber attack

“Multi-factor authentication – which requires users to provide two or more verification factors to gain access to a resource – should be implemented wherever possible, and software upgrades and patches should be up to date.

Mike said: “No business will want the association or ignominy of being the weakest link. While a security programme cannot be established overnight, the best time to start is today. In the interim, heightened vigilance and discipline is critical to defending against a cyber attack.

“At minimum, businesses should consider resetting passwords in case they have already been breached and are enabling access

Mike Wills, director of strategy and policy at cyber and data security firm CSS Assure, said: “Businesses should make themselves as hard to hack as possible at all times – but more so than ever.

“From a strategic perspective, there is a significant risk that Russia may seek to create instability within western countries and, specifically, the UK as a means to distract focus and attention away from the situation in Ukraine and onto closer, acute problems at home.

“In this day and age, this is easier to achieve virtually by means of cyber attacks. To achieve instability and distraction, we may find attacks targeting services that we rely on heavily on a day-to-day basis, such as health, banking, utilities, water, transport infrastructure and supply chains.

“Critical national infrastructure should be relatively hardened to attacks and they will, more than ever, be at a heightened state of vigilance. The attackers know this and, therefore, may be looking to

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Industry News

“Businesses should also dust off, review and rehearse incident respond plans so they know how to react swiftly to any attack and are able to minimise its potential scope and scale. Finally, ensure all critical information is backed-up off network in case of a ransomware attack.”

How Cloudbeds and their customers are helping to support people in Ukraine?

Cloudbeds is the hospitality industry’s fastest-growing technology partner, with employees in more than 40 countries including Ukraine. The company is currently supporting the Ukrainian team members, and it has also indefinitely suspended all operations and services in Russia.

days I’ve seen powerful images of solidarity and bravery coming out of Ukraine. They give me hope. The circumstances there would spark fear, terror, and hopelessness in most rational people. And yet, every moment I’m seeing new photos that tell a different story: one of strength and courage.”

Clodubeds is currently supporting its Ukrainian team members and their families by providing funds for accommodation and food in case of relocation, guaranteed job security and continued payroll, as well as mental health support through the preferred partners and internal support network.

Also, after internal discussion, Cloudbeds indefinitely suspended all operations and services in Russia and with Russian-based companies in show of solidarity for Ukrainian teammates and in respect to the international sanctions against Russia. This includes partners, Ostrovok and MaxiBooking, as well as customers who operate in Russia.

Cloudbeds has also collated a list of the nonprofit organisations that are already making a difference by quickly mobilising to confront the crisis:

Cloudbeds’ CEO Adam Harris has said: “Throughout the last few

- Unicef USA: Children in Crossfire of Ukraine Crisis - Sunflower of Peace Foundation, a US-based nonprofit founded after the 2014 conflict - National Bank of Ukraine, supporting Ukrainian Armed Forces - ICRC International Committee of the Red Cross for Ukraine, Ukraine Crisis fund - Doctors without Borders, currently mobilising emergency preparedness

Industry News

- Nova Poshta Global, delivering humanitarian goods across Ukraine and abroad As a tech company in the hospitality space, Cloudbeds’ nonprofit activities have always focused on guiding those in need to where they can find open beds. There have been several initiatives launched by companies and organisations in this space, including the following: - Hospitality for Ukraine, which is compiling a directory of available beds to house refugees and displaced individuals - Every Bed Helps, an initiative by the Alliance of German Serviced Apartments - Help Ukraine, an initiative by Airbnb.org to help fund short-term housing for people fleeing Ukraine - #HospitalityHelps, an initiative to connect refugees with available rooms in key European cities near Ukraine

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New digital platform Krowd, launches in UK to aid the growth of the hospitality sector by targeting new and lapsed customers Krowd, a new solution to help businesses within hospitality attract new or target lapsed customers and build back post pandemic, officially launches in the UK as Revolut, the digital bank, and Barrio Bars onboard.

Combining transactional data and customer insight, Krowd connects bank and airline cardholders with tactical, promotional offers via its Customer Acquisition Marketplace (CAM) from signed up operators.

Using Krowd, the operator has complete flexibility and control of the campaigns they wish to run. This means, for the first time, millions of bank or airline customers can be directly targeted with single use tactical offers. Once redeemed, the operator acquires a new customer which aids in the growth of their business.

Krowd’s partnership with Revolut, adds to the company’s enviable partnership roster which has access to major payment and loyalty programmes including British Airways, Avios, Visa,

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Mastercard, Barclays and American Express.

“Krowd is built to empower small independent businesses to compete effectively and efficiently with national chains as success is determined by the quality of your product and service, rather than how big your marketing budget is,” explains Omar Rafii, CEO, Krowd.

“Our proprietary technology means we know who has or hasn’t been to your restaurant, and through our partners, we can send them personalised offers. Once the customer experiences great food, service and most importantly, hospitality, we know they’ll become a loyal customer.

The launch comes after significant investment and testing of the solution which generated more than £1m in incremental sales for operators, and a series of successful brands signing up, including Gaucho and M, Aqua Group and Lola’s Cupcakes.

Additional partner organisations including banks, hospitality

Industry News

independents and chains are expected to join Krowd in the coming months to extend the platform’s reach and value proposition.

“For Barrio, working with Krowd is a game-changer for our customer acquisition strategy, commented Jim Robertson, Managing Director, Barrio Bars.

“For the first time, we can target prospects in the interest or consideration phase of the conversion funnel using Krowd’s Customer Acquisition Marketplace. Its smart use of data to hyper-segment audiences at scale means we can get personalised offers in front of millions of potential new customers.”

CAM is an all-in-one digital solution.

It’s very simple to use, with no contract, POS integration, staff training or upfront fees. Operators control the offers and incur a small success fee only when the customer redeems the offer. For the cardholder paying the bill, redemption is via their bankcard and is so discreet only they know the offer is being used.

Premier Software launches partnership with leading e-commerce platforms Wowcher and LivingSocial to drive new customers to UK spa businesses.

Premier Software, the creator of flagship business management solution, Core by Premier Software®, has partnered with e-commerce platforms, Wowcher and LivingSocial, to provide access to a huge audience of avid spa enthusiasts.

Many operators find it challenging to populate their diaries via direct sales and marketing alone. Core’s integration with Wowcher and Living Social helps spa businesses run performance-based marketing campaigns to its 24 million subscribers. By serving deals to the right people at the right time, gaps in schedules are filled, maximising occupancy and driving incremental revenue.

Meanwhile, staff time is streamlined by reducing manual data entry of bookings and removing the requirement to redeem voucher

codes. In addition, operators only pay for clients who visit the spa by purchasing one of the relevant deals.

“Wowcher is excited to launch its partnership with Premier Software, the leading business management software provider to the spa industry,” says Dan Martin, managing director of services and travel at Wowcher.

UK spas. This equates to £18m of revenue for the spa industry.

“At Premier Software, we have always been driven to create solutions that offer a seamless journey for both staff and clients alike, all the while maximising profitability and relieving pressures on staff,” says Oliver Cahill, chief commercial officer at Premier Software.

“By integrating real time availability information from the Core system into the client’s booking process, both client and spa will enjoy a seamless booking experience. UK spas will benefit from the significant volume that Wowcher can deliver whilst maintaining efficient booking processes.”

“Thanks to Core’s integration with Wowcher and LivingSocial, operators are able to maximise their capacity while introducing their services to a brand new audience. We believe this will not only help the spa industry to recover post-pandemic, but will strengthen operators’ abilities to grow their business long term.”

Each year, Wowcher sells over 250,000 spa packages and introduces 180,000 new clients to

For more information: visit: www.premiersoftware.uk/wowcherand-livingsocial

Industry News

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Food Loop celebrate launch with a Wasted Food Lunch Local food businesses, project donors and stakeholders gathered on 3rd March to celebrate the launch of a new B2B app designed to rescue food waste and repurpose edible food for those in need. The celebration took place over a 3-course feast, created using surplus food and underlining the ethos behind the new app.

Held at Monkshill Refectory in Faversham, the gathering was hosted by Produced in Kent, through the No Food Wasted Forum, where the idea to develop the Food Loop app was born.

the businesses with community initiatives we can help to reduce the amount of food wasted off and get it to those people who need it most.”

The lunch was attended by Kent’s key figures in the food and drink industry - Berry Gardens, Macknade and Thanet Earth to name but a few – as well as community initiatives working on the front line of food poverty.

During the pilot project, data will be collected at the backend of the app which will give insight

Guests enjoyed a 3-course menu prepared by The Wasted Kitchen made up entirely of surplus food - some of which was donated by the businesses attending the lunch.

Starting with Beetroot Carpaccio, Yoghurt Labneh, Focaccia and salad. Followed by a selection of Vegetable Filo Crowns, Kedgeree Stuffed Peppers, Roast Cauliflower Wedges and Bombay Roasties.

Finally, to complete the feast, coffee was served with bites of Spiced Orange Cake, Caramel Apple Cake and Beetroot Brownie.

“Wasted Kitchen are about encouraging people to reconnect with what they eat and think more sustainably about food – and showing that running a food business in this way can be done on a commercial basis. We are excited to have the chance to showcase what we do as part of the Food Loop Launch,” says Katy Newton of Wasted Kitchen.

Following eight months of fundraising to turn an idea into reality; businesses, charities and community initiatives dealing with surplus food can now register (free for the first 12 months) at www.foodloop.app to take part in a pilot project.

Produced in Kent Chief Executive Floortje Hoette explains “Through our work with the No Food Wasted Forum, it became apparent that an enormous amount of edible food is going to waste and by linking 8

Industry News

into the volume of food waste being upcycled, redistributed, and recycled through Food Loop in Kent. This, in turn, will help to inform further action and policy development around food waste elimination. Northamptonshire will be the second test location for the app with Made in Northamptonshire managing the project there.

If you are a food or drink business in Kent that wants to tackle food waste, get onboard and take part in the Food Loop project by registering TODAY via: www.foodloop.app.

International and in-person events resurge as Eclipse exceeds pre-COVID enquiry levels Global event production company Eclipse has reported a rapid return in consumer confidence, as it secures 30% of its pre-COVID annual business in February and March amidst an all-time high for business enquiries.

Following a period in which events were heavily reliant upon virtual capabilities, the event specialists have welcomed the resurgence of in-person events which now makes up 70% of its event bookings for 2022. With recent events delivered in Miami, Germany and Switzerland, the loosened shackle on international travel has also seen the return of overseas events

account for more than a third of its forecasted annual revenue for the year.

Eclipse has been actively recruiting to fulfil a rising number of event enquiries and has seen a 45% increase in its workforce since 2020. Since the same period, the production company has reported a 125% increase in annual turnover, which is forecast to rise by a further 85% by the end of 2022.

Eclipse’ managing director Robin Purslow said: “We are all aware of the extreme challenges the events industry has faced over the last two years, and the return of more

Industry News

recognisable business levels brings me great pleasure that we can now look ahead to a more positive future once again.

“Throughout the pandemic we have been developing strong relationships with event organisers and venues and have seen a 25% increase in the level of new client enquiries since April 2021 as a result. In doing so we have since secured additional business that has allowed us to further invest in our team, new equipment and the expansion of our capabilities, and I’m optimistic that our ambitious growth plans are now firmly in progress once more.”

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UNGUESS enables users to test the websites of the main European cities The pandemic has indiscriminately affected the economy worldwide and, in particular, the travel sector where a change of pace in the way people travel has caused a drop in revenue of between 40% and 90%(source). To cope with this change, many tourist sites will have to reckon with and rethink their offer, starting with their online websites.

To meet the needs of travellers, UNGUESS conducted the study “The state of digitalisation of European tourism: a challenge between destinations”, in collaboration with Osservatori Digital Innovation of the Politecnico di Milano School of Management.

The details: between June and July 2021, UNGUESS selected the 17 most visited European destination websites in 2019(source) and engaged members from its community of users aged between 20 and 35 to discover the

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advantages and critical issues of each site (download the full study here).

The study findings: we must start from the basics of design to improve website user experience.

- With excursions being the first information sought by the sample before booking, only 9 out of 17 cities offer the possibility to buy excursions online.

- In 23% of cases, the purchasing website was not found, although it was present (UX issue).

- The tourist card is the tool for strengthening the brand of the location, but only 9 out of 17 cities offer the possibility to buy a card on the destination website.

- All sites present information on local mobility, but only 20% of cities show information on sustainable mobility.

- The Net Promoter Score (NPS) goes up where more services are available but especially if the website offers an effective user experience.

- The study revealed the need to start from the design basics of the UX of the traveller’s first point of contact, especially that of a foreigner when deciding on a destination: the website. It is necessary to invest in the UI, and subsequently the UX, of the digital journey. To discover more results, you can download the study here free of charge.

“The search for information is a fundamental part of the user’s journey that influences both the choice of the destination and the activities to be carried out while travelling. The survey revealed the need to start from the basics in the design of the user experience at the first occasion of contact with the traveller, the website,” says Eleonora

Lorenzini, director of the Osservatori Digital Innovation in Tourism of the Politecnico di Milano.

The study identified the information most sought after by users on tourist websites, but also highlighted how unintuitive it is to find it on websites. “Richness of functionality and user-friendliness are the most powerful driving force for generating a positive visitor attitude and consequent economic revenue.

The real challenge is to keep these two often conflicting elements together. The only link that can hold this union together is the interface, the first contact that users have with what they seek.

Then it is important to invest in the User Experience. End users, like real people from our community involved in this study, browse websites according to their habits.

This is crucial to understanding what leads them to return to a

given website or look elsewhere.

These are virtuous modes of behaviour that can make the difference in the success or failure of your digital product or service,” concludes Luca Manara, CEO and co-founder of UNGUESS. UNGUESS’s profile UNGUESS is the tech-platform to bring collective wisdom in your decision making processes, fast and at any time needed.

Its three powerhouses are Technology (flexible and easy to use platform with integrated digital solutions), People (its community and the team) and Methodology (fast, effective and consistent solutions delivered successfully across different industries and geographies). Its services include Software Quality Assurance, UX Optimization, Customer Experience & Insights and Ethical Hacking.

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Four ways remote monitoring (IoT) can transform coffee shops The internet of things has incredible potential in hospitality and catering environments – and nowhere exemplifies this better than a coffee shop, says Sam Roberts, Sector Director at mpro5.

The Internet of Things, otherwise known as remote monitoring, is a fourth-gen technology that is already impacting many industries – and it can do the same for catering, Quick Service Restaurants and cafés. It may not have the revolutionary potential of its more futuristic and less-developed counterparts, such as AI, but it has clear potential, today, to radically improve hospitality and catering business operations.

IoT, with the correct software to manage and action the vast amounts of data it creates, can streamline operations and increase productivity – allowing you to see what needs doing in real-time and importantly what is most pressing.

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From this, you can see accurate patterns which allows you to plan more accurately.

What is remote monitoring?

Simply put, these are remote sensors that can be connected via the internet to a network that talks to you through a digital platform.

These sensors can measure anything from the power draw of a coffee machine or the temperature of a fridge to the level of lighting or even noise in a room.

1. Plug the gaps during the staffing crisis Whether due to the pandemic or ‘The Great Resignation’, much of the industrialised world is facing a staffing crisis – and hospitality, catering and service industries are one of the most impacted – hence why job vacancies in the hospitality sector have risen more than 700% in a year.

Although there is no technological cure for such an endemic problem, teams that learn to use their time more wisely will feel less stressed and that their work is more productive. IoT provides insight into what’s happening around you in real-time, which means you can work off what needs doing when, rather than a fixed schedule.

IoT sensors fitted on toilet doors make that possible by counting visitors. So, instead of cleaning and restocking toilets after a quiet morning when only a handful of shoppers have wandered in, staff can be more profitably employed selling coffee and cake. Conversely, additional staff will need to be deployed to cleaning duties during a busy afternoon. Ultimately, this means time is spent more wisely.

2. Assuring food safety Safety should be a top concern for a business in catering or hospitality,

however, that does not mean that it is wise to spend hours doing tasks unnecessarily. For example, manual temperature checks on fridges with thermometers can take up to an hour a day, which really stacks up across the week.

consistently rise around lunchtime, this could point to inadequate training or inattentive staff who leave the fridge open in between uses.

In contrast, IoT sensors connected to good software can tell you the fridge temperature continuously, and even warn you if it goes above a maximum threshold – saving you not only time but also adding another assurance that everything is how it should be, minimising food wastage and money.

Cafés and coffee shops are full of fragile, expensive and vital equipment – as are most businesses involved in the production and sale of food and drink. Many of these are instrumental, and without them, the business can’t operate at all.

This assurance is additionally backed up by a digital ‘paperless’ trail.

Furthermore, and carrying on from the fridge example, IoT allows you to see patterns in temperature changes – which means you can accurately predict the future. For example, if temperatures

3. Proactive maintenance

IoT sensors on equipment can enable you to implement a system of preventive maintenance, which can either react to a prediction you’ve spotted from the patterns of use or to an alteration in the equipment’s performance.

This means reducing downtime and costly repairs to a minimum.

4. Creating comfortable conditions for customers As we all know, improving a customer’s comfort can have a direct and quantitative impact on the time spent in a premises, how much they spend and ultimately the business’s bottom line. Sensors, connected to an IoT network, can monitor anything from open doors so you can stop a draft, to radiators and temperature levels so you can maintain a comfortable ambience.

However: Data is nothing without action, and only with the right software can you access, view, and create meaningful action from the reams of data an IoT network will produce.

Adaptive, flexible, and intuitive software is the key to unlocking the productive power of remote monitoring.

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Take your hotel guests’ experience to the next level with HopApp by Hop Software HopApp is a customisable, bespoke branded hotel app by marketleading Property Management System provider, Hop Software, that provides your guests with a hassle-free and exceptional contactless experience.

Your hotel-branded app not only provides your guests with everything they need on their mobile device for a memorable stay, but it also enables you to boost your hotel revenue through additional upselling, in-stay spend opportunities and increased direct bookings.

Take your hotel guest experience to the next level, save time and boost ROI with key features: - Direct bookings - Food and drink ordering - Direct payments - Check-in and check-out - Table booking integrations - Bespoke branding Your hotel guests also can use your hotel-branded app to find

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information on local Places of Interest, including directions and transportation details, whilst receiving notifications on the latest news and updates.

Hotel, restaurant and spa offers can be promoted, room upgrades encouraged, food and drink menus viewed and orders placed with secure direct payments.

Your hotel-branded app also integrates with table booking providers; ResDiary and SevenRooms and integrates with HopPMS, door locks enabling your guests to check-in contactless via your hotel app, use a mobile key to enter their room, and request room service at the tips of their fingers, taking your customer service to the next level.

Your hotel branded app can also be used to create personalised experiences to engage guests’ pre, during and post-stay, encourage direct bookings and, in turn, reduce the commission paid to OTAs. Richard Drummond, Owner of McKays Hotel in Pitlochry, Scotland, said: “Since we started using the

Apps

app, our direct bookings have gone from 20% to over 50%”.

You can improve operational efficiency by saving hours spent on manual admin and freeing up staff by automating tasks such as check-in and out to improve the guest experience.

A hotel branded app also enables your hotel to become a more environmentally friendly business by reducing the amount of paper used every year.

Hop is an industry-leading hotel Property Management System provider which enables hoteliers to manage all aspects of their property from an all-in-one, cloudbased platform.

As experienced hoteliers, we have hands-on experience in the hospitality industry. We understand the daily challenges and the pain points. That’s why we created Hop and continue to develop the intuitive tools you require to free yourself of the daily hassles, which allows you to get on with what you do best; look after your guests while we do the rest.

Book a demo at www.hopsoftware.com

A hassle-free contactless experience for hotel guests.

nk ri D g & rin od rde Fo O

t s ec g ir in D ok o B

t s ec t ir en D m y Pa

Take the guest experience to the next level, save time and boost your ROI with our customisable hotel app.

Get in touch for more information. tel: +44 345 301 0034 email: sales@hopsoftware.com web: hopsoftware.com

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Table Service App: Global ordering app saving thousands of restaurants money by reducing fees from Just Eat, UberEats and Deliveroo With no downloads or complex sign ups, Table Service is the fastest, simplest and most affordable ordering platform on the market Table Service - the superfast, trailblazing web app with refreshingly low fees - is making a head-turning move into the takeaway sector following global success in hospitality.

Using the latest in real-time web technology and QR codes, Table Service enables restaurants to offer a rapid, direct means of ordering to its regular customers without paying high fees to delivery

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giants like Just Eat, Deliveroo and UberEats.

Many people stick to their favourite options when they order takeaway, choosing the same venues every week. Table Service takes the approach that restaurants should not have to pay big fees in this scenario.

With the Table Service web app, venues have the tools to keep their loyal fanbase coming back without the big price tags - but also the ability to convert new customers that stumble across their restaurant on delivery platforms.

Apps

Table Service makes things easy by producing a QR code, sticker or even fridge magnet - which users can scan to bring up a fully-branded menu and order anytime (even bookmarking it on smartphones).

Not only does this offer users faster access to their most-loved takeaways, it eliminates the need to scroll through the competition - building and strengthening customer loyalty in the process.

Venues can enjoy huge savings as a result - empowering them to offer discounts to their regular, happy customers.

Table Service has proven enormously popular with diners for its speed and ease of use since its launch back in 2020. Over 1,500 venues have implemented the tech so far - with restaurants taking advantage of some of the lowest transaction fees available. All orders are sent straight to the Table Service dashboard within the venue in real-time allowing restaurants to effectively manage demand and payments.

Founder Ben Hogan - a former mobile app agency owner who developed order-at-table software for his local pub when the pandemic struck said that Table Service started as a passion project, but quickly took off with users and venues alike. The web app is now used across the UK, Germany, USA and Spain - with venues able to get up and running in less than 30 minutes.

Ben stated: “The reason Table Service has done so well is because it’s so completely frictionless.

There are no downloads or signups, no browsing through hundreds of other restaurants.

“If you fancy a Chinese you simply open your favourite Chinese restaurant menu, if you fancy pizza you simply open your favourite pizza menu and order directly. If you can’t decide, jump on one of the big apps and eat your way through to discover new restaurants until you become a regular.

“When you’re ordering a takeaway, it’s like Netflix: You spend 30 minutes debating and then go for the option you always knew you were going to.

“Historically, it’s been hard work ordering food on your phone having to download a different app for each place and then waiting ages for the menu to load.

We changed that with easy QR code tech to make things simpler

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and faster - and now we’re introducing it for takeaways.

“Table Service takeaway ordering lets customers choose their favourite place instantly without all that needless time-wasting browsing. It’s fast and efficient and builds brand loyalty converting casual customers into regulars.

“There are no monthly costs or set up fees for Table Service - just some of the lowest transaction fees in the industry from 1% plus 14p” Alongside restaurants and takeaways, Table Service software is being rolled out across social clubs and room service for hotels, with the brand projected to grow further in 2022.

Learn more about the Table Service app on the official website: www.tableserviceapp.com

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Take your hotel to the next level with hungrrr technology The modern day traveller demands both ease and efficiency from their hotel experience. Whether guests are gracing your property for a holiday, business trip or other special occasion, exceed their expectations by introducing your very own website and mobile app, powered by hungrrr technology.

From room service and table ordering solutions, to guest assistance and booking systems for leisure activities, satisfy their every need at the touch of a button, improving overall guest experience whilst driving sales and revenue.

Table ordering from dining outlets

Features for your function space

- Introduce table ordering in all dining and drinks venues via the app

- Make it easier to host weddings, charity balls and other special occasions

- Guests can place orders and request bill at touch of a button - Reduce pressure on waiting staff during busy periods Leisure & merchandise sales tool - Allow guests to book leisure activities offered at your property via the app - Manage spa bookings, outdoor excursions and more

Our solutions are designed exclusively for the hospitality industry, enhancing customer experience, driving sales and enabling our partners to stand out from their competitors.

- Showcase merchandise items you have on sale & have purchases delivered to guests’ rooms

Virtual room service solution

- Allow guests to request support directly from the app

- Manage room service orders directly from your app - Allow your kitchen team to manage requests as they come through

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- Offer pre-ordering for events as well as table ordering on the app - Reduce lengthy bar queues, allow guests to browse for longer and increase average spend In addition to our feature-rich technology, we also have an experienced hotels team, with extensive knowledge of the hotel service offering and tailoring a tech solution. They’ll be on hand to support you every step of the way when you choose hungrrr for your website and mobile app.

- Replace toiletries, provide WiFi passwords and more with ease

There’s never been a better time to sign up, as our next 100 customers will receive the service free, forever*. That’s right – you’ll have no setup fee, no monthly fee and no commission on orders, with all hardware at cost. All you’ll have to cover is the cost of your merchant services with our nominated partner.

- Send requests directly to your house-keeping staff or porters

Call 0330 900 2273 to request a free demo or email sales@hungrrr.co.uk

Streamlined guest services & assistance

Apps

Feature-rich technology for hotels Room service Guest assistance Order to table Order to meeting space Order to function room Merchandise sales Virtual concierge offering

Find out more about hungrrr

hungrrr.co.uk sales@hungrrr.co.uk

What is Order and Pay at Table?

Online ordering systems allow your customers to peruse your menu online and then order and pay on their phone, all from the comfort of their table. Alternatively, if you still prefer the personal touch, a mobile ordering system allows your wait staff to take orders and payments through a mobile device.

Why should we consider a mobile order and pay system?

The hospitality sector has had to adjust the way it works to make dining-in a safer experience. Order and pay at table is perfect for most eateries, from individual cafes and restaurants to large chains and hotels.

There are many crucial benefits: 1) It reduces errors when entering orders - the customer is in control of their order, putting less pressure on your staff.

2) You can turn more tables because the checkout process is faster and more efficient, especially during peak times.

3) Cashless and touchless checkouts help prevent the spread

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of viruses, keeping your staff and customers safer.

integrated and offer easy end-ofday reporting.

4) Your staff have more time to focus on each table, helping to build customer loyalty.

Do the orders go directly to the kitchen?

5) Improved payment security.

6) It’s easy for customers to split the bill themselves and add a gratuity.

7) The customer feels more in control of their dining experience - some can get in and out before a theatre reservation, others can take their time.

What does the system look like?

Our Order and Pay at Table systems are completely customisable. You can use your own branding and its easy and quick to set up. The system is simple for customers to use and they can access your menu via table QR codes.

Does it integrate to one EPoS system?

Yes, the systems are fully

Online Order & Pay

Yes, whether customers order themselves or your staff take the order, it goes directly to your kitchen.

I’d like my staff to still take the orders. Can I take orders and payments through one device?

Yes, the mobile device will take orders and accept card payments.

You need only have one till, which can then integrate to multiple mobile devices.

Who is Swipen?

Swipen is an award-winning payment service provider. We embrace collaboration and work with market-leading partners to bring the best solutions to our customers. Along with our partners, we launched the bespoke Order and Pay at Table system at Pizza Hut restaurants across the UK.

Ordu.io - The Next Generation of Online Ordering systems Ordu.io is the newest Food Ordering Technology company on the scene and it’s making big waves within the industry!

This Irish tech start-up is providing an industry first, Enterprise-Level Online Ordering Platform as a White Label Solution, bringing incredible power and flexibility to the QSR & FSR markets. The Ordú platform provides Restaurants & Takeaways with all the tools they need to trade online and bring back control of their brand from the Marketplace Aggregators.

The system is fundamentally different from the traditional off-the-shelf White-label platforms on the market currently. Based around advanced SKU management, it allows for unlimited menus, pricing structures and locations. The Ordú platform is designed to work as well for 100,000 restaurant locations as it is for 1, and is currently the only system of its kind.

The out of the box offering provides a Food Business with a customerfacing website & mobile app, customised around their Brand.

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For businesses with multiple locations, customer engagement happens through the Ordú EcoSystem of their own Branded website and ordering system, Mobile Apps, In-Store Kiosk, or Table Ordering System. The Ordú platform provides a direct ordering flow for the specific location of the customer - so there is no need for multiple apps for each location or multiple websites. Businesses can then market to their own customers and increase customer loyalty. Ordú is built around bestin-class User Experience, leading to increased revenues, order values, customer retention, and operational efficiencies.

For business owners, the system has some very neat features that can really help with operational efficiencies. One such unique feature is Smart Timeslots, which facilitates the automatic scheduling of bottleneck product orders. This is particularly useful for customers with limited capacity ovens,

Online Order & Pay

and prevents them from being overrun with orders.

Other clever features include Polygon Mapping Functionality, which allows for the accurate specification of multiple delivery zones and associated pricing. The backend administration system is designed to be easy to use, with powerful functionality allowing food business owners full control over their ordering system and data. The reporting engine within the Ordú platform allows for key operational decisions to be made with quantifiable data gathered by their own customer’s behaviors.

With minimal upfront costs and commissions ranging from 5.5% for small chains to 3.5% for large chains (+ €0.40 Per Transaction fee + Payment gateway fee), contact us today for a product demo.

For full details of see www.ordu.io

IS YOUR FEEDBACK OPTIMISED?

Custom Branding

Dynamic Survey

Personalisation

3 KEY FEATURES IN A FEEDBACK SURVEY

Here are 3 key features to look out for: Most hospitality businesses today use some form of feedback gathering solution for insight into the customer experience, but with so many options on the market - is yours driving value to its optimum potential?

Custom Branding - A survey should align fully with existing branding and feel like an organic extension of your website, giving you control over how customers perceive and connect with your brand.

A customer satisfaction survey, which usually gets filled in post-visit, in many ways, is an extension of the customer's experience, so it's important that the visual aspects and functionality reflect the kind of brand your business is.

Dynamic Survey - questions should adapt to the customer's experience and change based on, for example, whether the guest had food or not. This, along with multiple exit points, ensures a high completion rate is achieved.

Further, there are many smart features available with contemporary surveys that can enhance both the user experience, and the survey completion rates - improving customer satisfaction and 24 increasing data volume at the same time.

Personalisation - with a good solution, answers can be pre-populated with information already known about the customer - e.g. which location and time they visited, boosting completion rates and feedback volume for your business.

OUR FEEDBACK SOLUTION HGEM can offer your business all of the aforementioned features - plus many more that aim to make your life as a hospitality marketer or operator much easier.

Beautiful and dynamic survey site Feedback Management platform that's easy to use Analytics: interactive dashboards / graphs and trends Inbox / Action Centre: respond to feedback & task management Reports: extract any data you want or get a report sent to your email Incentives: we can take care of voucher management & prize draws Integrations: popular CRMs, complaint management, e-commerce, BI systems, and more

BOOK A DEMO FROM THE QR CODE OR VISIT HGEM.COM FOR MORE INFORMATION 25

Hapimag and ReviewPro partner to create “Magic Moments” for guests Hapimag, one of the leading European Holiday apartment sharing companies has chosen ReviewPro, leaders in guest experience feedback management, to improve the stay experience and create “magic moments” for its guests. Hapimag will do this by leveraging the insights provided by the ReviewPro solutions to make data-driven operational and service improvements.

ReviewPro provides a fully integrated platform that allows Hapimag to view guest feedback from both online reviews and guest surveys in one place, highlighting the departments, concepts, or categories that are most affecting the stay experience. This insight allows Hapimag to gain better understanding into the guest experience and make changes where needed, thus improving

online reputation, increasing bookings, and boosting revenue.

“Even though our world is becoming more and more digital, the impact of the analogue experience of hospitality will remain at the top of the list when it comes to satisfaction,” said Hassan Kadbi, CEO of Hapimag. “ReviewPro helps us to react to guest feedback more efficiently and effectively thereby contributing to the satisfaction of our guests. It is about time for our industry to start asking guests if they are happy while they are living the experience and not when they get back home, as this is the way to ensure that this precious time of our holiday makers is unforgettable.”

After evaluating numerous providers, Hapimag selected ReviewPro for the following functionalities:

- Ability to view guest feedback data from reviews and surveys in one place, enabling a holistic guest feedback management strategy.

- The in-stay survey feature allows problems to be addressed at an early stage and offers the information needed to create very individual “magic moments” for guests.

- Facilitates responding to guest feedback directly from the platform, allowing for a faster and more personalised management response strategy.

- Guest feedback is translated from different languages directly within the ReviewPro tool, allowing visibility and flexibility for international staff.

- Segmented views are filtered and saved according to individual criteria so that the right information can be efficiently kept track of by the right person or department.

- The platform enables Hapimag to track and benchmark its local or regional competitors, as well as other Hapimag resorts.

“We are very pleased to support Hapimag to make data-driven operational decisions that will help improve the guest experience andultimately increase its revenue,” said Michael Kessler, CEO of ReviewPro. “Capabilities like in-stay surveys are especially important for apartment brands because it ensures guests have a way to communicate their needs, ensuring issues are dealt with well before check-out. We look forward to being a part of Hapimag’s growth and success and we hope that there is more that ReviewPro can offer them in the future such as creating remarkable guest experiences with Guest Experience Automation.”

For more information go to www.reviewpro.com

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Guest Feedback Software

Guest Feedback Software

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Game changing Wi-Fi The pandemic has accelerated our adoption of new technologies.

Without consistent internet and suitable Wi-Fi, many hospitality venues are impacted by loss of revenue.

Here we catch up with Ben Jones from Roxy to talk about how they stay connected with Switch Networks.

Ben Jones Commercial Director of Roxy - Please can you give us an intro on Roxy.

Roxy is for social people who want to embrace their playful side, Roxy brings the playground to the bar, with a huge variety of games, and massive rock & indie tunes. Their venues provide a range of entertainment including pool tables, ping pong, bowling, shuffleboard, mini golf, arcade gaming and karaoke.

Tell us about the Roxy experience and how Switch Networks help you to achieve this?

We want customers to get the most out of visiting our venues and always wanting to come back for

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more, that’s why it’s important for our venues to run seamlessly and we invest heavily into our network to ensure the customer experience is excellent. Everything from our bookings system, telephones, drink QR codes and tills are networked so having a good infrastructure is key to delivering a successful offering. We always get Switch Networks involved early in our build process to ensure we have the required infrastructure and over the years we have used more and more of their services.

In a time where your operations rely so heavily on technology, how have Switch Networks helped your business to adapt?

As the world changes and ever more technology runs on internet we have realised the need for a reputable company who can help with networking and IT. We started using Switch Networks years ago just to supply our IP telephone system so we could link all our businesses with our head office easily, we now use them to look after everything Network related from CCTV installs and upgrades to leased lines and secure guest networks.

Wi-Fi & Connectivity

They have a wealth of knowledge and have helped design a reliable network infrastructure within our estate of 10 venues.

City centre locations have notoriously poor internet connections. How have Switch Networks helped you overcome this?

City Centre internet is some of the worse internet speeds and is inaccessible which is unbelievable considering how much it has progressed over the years. Switch have helped us manage this by sourcing leased lines in all our venues and project managed from ordering through to install of the lines, they have even helped some of our neighbouring bars that we have shared our lines with.

Switch also recommended 4G back-ups in all venues in case our primary line lost connection which is a great comfort considering how much we rely on the internet.

To find out more about Switch Networks please visit: www.switch-networks.co.uk/ or call on 01653 917000

REFRESHINGLY GOOD WI-FI Designed for the hospitality sector Call us on 01653 917000 or Email us at info@switch-networks.co.uk www.switch-networks.co.uk 21

Hospitality WiFi Services Deliver outstanding customer experience and improve your hotel IT infrastructure with our managed Hospitality Wifi solutions. With our reliable hotel wifi, you can cope with the demands of business operations and guest expectations – whether it’s reliable internet for streaming video or business travellers using their hotel rooms as a virtual office.

Our efficient network solutions enable you to provide an excellent service that will help your hotel grow.

Expert Hotel Wifi Providers As a business within the hospitality sector, you might have anywhere between 2 or 2000 devices connected to your network at any one time. Your wifi needs a set-up that can flexibly cope with this demand – providing a consistent service throughout. Our reliable hotel services will guarantee

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stability and guest satisfaction, no matter how busy your network.

Find The Perfect Hotel Wifi Solution For You At Orbiss, we take care of the whole package — giving you secure, flexible technology that’s easy to manage.

There are many factors that need to be taken into consideration when deciding which kind of broadband connection is right for you. We’ll talk you through three main kinds: ADSL, leased line and superfast fibre, finding the perfect solution to meet your requirements. Find out more about our hotel wifi solutions and their benefits, here.

Hospitality Wifi Installation Implement your new wifi infrastructure without interrupting existing business operations.

Wi-Fi & Connectivity

At Orbiss we understand the need for business operations to run smoothly and with minimum interference to your guests’ experience.

Our efficient consultants will design and install your hotel wifi seamlessly, ensuring that the impact on your business is minimised and guaranteeing a smooth transition to your new system.

Guest & Social Portals Turn your guest wifi into a valuable marketing opportunity with our dynamic guest portal solutions. Gather a wealth of data in exchange for access to your wifi facilities and turn these insights into personalised targeted information for your customers.

Find out more about our guest portal solutions, here.

What To Expect When investing in a solution delivered by Orbiss, you can be confident that our specialist team will handle all aspects of the project efficiently. After an initial consultation our engineers will work with you to design the best hotel wifi solution for your organisation.

We’ll identify unique challenges, such as obstructions to signal and coverage of all areas of your property.

Following this your dedicated Account Manager will work towards a quick and effective installation and help you understand the opportunities that your new network can provide. We understand that a reliable internet connection is essential for any business, which is why our national network of trained engineers are on hand for all-year-round support.

Why Choose Orbiss?

Orbiss are an industry-leading hotel wifi provider, guaranteeing internet performance for your business, no matter what your requirements. Our engineers strive to offer comprehensive support and maintenance, ensuring that you can rely on our services to provide consistent and quickspeed coverage.

Taking into account your bespoke challenges, we plan your network to include coverage for even the smallest devices – providing a seamless wifi experience for your guest throughout their stay.

Get Your Hospitality Wifi Today If you’re a business within the hospitality sector looking to implement a dynamic wifi solution, get in touch with our friendly team today. Contact us now to discuss your requirements and book an initial consultation. Call our team on 01872 561 656, email hello@orbiss.co.uk

Wi-Fi & Connectivity

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

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