News Briefs

Virdee, a provider of guest experience technology and check-in automation and a member of Oracle PartnerNetwork (OPN), announced that Virdee Virtual Reception platform and software development kit (SDK) are available on Oracle Cloud Marketplace and can be deployed on Oracle Cloud Infrastructure (OCI) and integrated with OPERA Cloud via the Oracle Hospitality Integration Platform (OHIP). Oracle Cloud Marketplace is a centralized repository of enterprise applications offered by Oracle and Oracle partners.

Virdee Virtual Reception enables a contactless hotel experience and provides access and amenities at guests' fingertips. Virdee supports Oracle OPERA Cloud and Oracle Hospitality Integration Platform (OHIP). The Virdee platform delights guests and can help improve profitability for hotels by automating an end-to-end check-in experience including secure identity verification, room choice and upgrades, mobile key, an in-lobby kiosk, remote assistance, and more. All features are also available via SDK. Virdee’s integration with Oracle OHIP can mean even faster deployment for clients with automated onboarding at no additional costs.

Oracle Cloud Marketplace is a one-stop shop for Oracle customers seeking trusted business applications and services offering unique solutions, including ones that extend Oracle Fusion Cloud Applications. 

OCI is a deep and broad platform of cloud infrastructure services that enables customers to build and run a wide range of applications in a scalable, secure, highly available, and high-performance environment. From application development and business analytics to data management, integration, security, AI, and infrastructure services including Kubernetes and VMware, OCI delivers comprehensive security, performance, and cost savings. In addition, with multicloud, hybrid cloud, public cloud, and dedicated cloud options, OCI’s distributed cloud offers customers the benefits of cloud with greater control over data residency, locality, and authority, even across multiple clouds. As a result, customers can bring enterprise workloads to the cloud quickly and efficiently while meeting the strictest regulatory compliance requirements.

“Virdee Virtual Reception is a unique offering in the Oracle Cloud Marketplace. Virdee’s platform of products can help unlock new revenue streams, save hotel staff time, and increase guest satisfaction and retention,” said Nadav Cornberg, Co-Founder of Virdee. “Virdee’s participation in Oracle Cloud Marketplace further extends our commitment to the Oracle community and enables customers to easily reap the benefits of Virdee Virtual Reception. We look forward to leveraging the power of OCI to help us achieve our business goals.”

Virdee has seen a marked rise in market adoption since 2020 when the company was founded by Nadav Cornberg and Branigan Mulcahy. The company completed an oversubscribed Series A funding round of $12.4 million in November 2023. Virdee counts some of the world’s largest hotel brands as its clients, and its installation base includes four of the largest casino hotels in Las Vegas and several other major hotel brands. To find out more about Virdee and its solutions, visit www.virdee.io.

A whalloping 89% of diners are bothered by inconsistent experiences making more than half (57%) of them less likely to go back, according to Tillster's 2024 Phygital Index Report.

Consistency is key for delivering on the demands for a phygital restaurant experience, according to the second annual report from the global provider of unified commerce solutions for restaurant brands. Tillster’s sixth annual consumer index uncovers what consumers are seeking from their dining experiences when it comes to digital ordering, self-service kiosks, delivery, pickup, coupons, loyalty programs, and more.

Great Expectations

The survey of more than 1,000 U.S.-based quick-service and fast-casual diners uncovers consumers' expectations for digital ordering in the restaurant and off-premise. Demand for customizable and personalized experiences continues to grow, and this year diners continue to set a high bar for expectations when it comes to consistency across the digital and physical experience. 89% of diners say inconsistent experiences across locations of the same QSR chain bothers them, and these inconsistent experiences make 57% of diners less likely to go back. Nearly half of QSR customers have experienced digital tools not working together the way they should be which leaves the vast majority of them (93%) frustrated. However, this creates an opportunity for restaurant brands to close the gap and benefit from improved consistency in the experience provided across physical and digital engagements with customers which can ultimately drive higher frequency, deeper loyalty and larger check size.

To help brands create more seamless, personalized and customizable phygital experiences, the Phygital Index Report uncovers a range of pain points and solutions, including:

• Self-service kiosk adoption is growing, helping operators navigate labor and cost challenges. 57% of those who use kiosks wish restaurants had more self-service kiosks available, compared to 36% of diners who said the same last year. Kiosks are gaining traction for the convenience they offer customers and for the way they can help offset labor costs for operators.
• The third-party bubble burst. Diners have favored third-party platforms for the variety of choices, but the advantage is waning. Today, 17% of diners expect to reduce their use of third-party websites/apps in favor of restaurant-specific websites/apps in the coming year. There’s an opportunity to shift focus to mobile apps and websites, where 47% of diners are eager to see more exclusive offers and discounts. With the shift, operators gain the opportunity to engage and retain customers in new ways with first-party data and direct connections.
• Pickup picks up, but parking is a problem. 89% of diners who have used curbside pickup say they would be more likely to visit a QSR that offers curbside pickup in the coming year (up from 69% last year). While diners demand more curbside, logistical challenges are a pain point. Over half of customers (55%) who ordered pickup in the last three months have had issues with parking when collecting their order, presenting a clear focus area for operators.
• Personalization has become the expectation. More than half (58%) of diners are likely to recommend a QSR based on a positive personalized ordering experience. In fact, 33% of diners have even decided not to order from a QSR because the ordering experience was not personalized to their preferences — up from 21% who said so in 2023. There's an opportunity for restaurant operators to uplevel personalization in the ordering process.

“As restaurants continue to adjust their digital transformation strategies, it’s never been more important to build synergy between the digital and physical tools and components of the QSR dining experience,” said Perse Faily, CEO of Tillster. “It’s clear from our Phygital Index Report for 2024 that today’s diners want interconnected, yet tailored and personalized experiences. We initiated this report to uncover consumer preferences to help brands and operators deepen their understanding of the tools and how they can create more seamless, meaningful and valuable experiences for customers and boost profitability.”

View the complete Tillster’s Phygital Index report here..

Patrick Kirk – previously Vice President of Bar and Beverage for Applebee's Neighborhood Grill + Bar  – has joined Fuzzy’s Taco Shop's leadership team as Chief Marketing Officer. In his new role, Kirk will continue to define the Fuzzy’s Taco Shop experience as he develops and delivers strategic direction across all aspects of marketing including advertising, digital marketing, and culinary and beverage innovation.

“Over the past eight years, Patrick has disrupted the casual dining industry through stand out marketing campaigns at Applebee’s,” says Paul Damico, President of Fuzzy’s Taco Shop. “His ability to create strategic platforms and forge strong brand and franchisee partnerships with a focus on creating buzzworthy and fun guest experiences is undeniable. I look forward to the new expertise and creative thinking he’ll bring to our talented team.”

With more than 23 years of experience in the restaurant industry, Kirk was responsible for creating industry-leading beverage programs and building trusted relationships at national brands, including Applebee’s, Tony Roma’s, and Buffalo Wild Wings. In his previous role, Kirk led the vision and strategy for Applebee’s bar and beverage experience across restaurants nationwide, growing his marketing department into a substantial revenue driver for the business.

“I love Fuzzy’s badass attitude and strong values,” says Patrick Kirk, Chief Marketing Officer of Fuzzy’s Taco Shop. “After Dine Brands acquired Fuzzy’s in 2022, I’ve had the chance to get to know the team and have been impressed by the way the brand brings its Baja vibe to life and connects with guests. I can’t wait to dive in further with the team to unlock the brand’s marketing potential.”

Kirk currently is a member of Millennium Advisory Board, a collection of industry leaders helping shape the future of on-premise beverage. He has also served on other industry councils including the VIBE Conference and the Bar & Nightclub Expo. He earned his Bachelor of Science degree and graduated with honors from the University of Illinois.

• 85% say integrations with other systems is driving POS purchasing decisions, according to HT's 2024 POS Software Trends Survey

• Unprecedented efficiency in database migration with time savings of up to 50-60% 
• Flexibility to adapt and integrate a variety of systems with ease 
• Significant cost savings through reduced IT resource dependence 
• Enhanced competitive advantage through quick adaptability to market changes 
• Minimized risk of data loss or errors, safeguarding operational stability 
• Scalable solutions to match the growth trajectory of business
• Empowerment of digital transformation initiatives across sectors

Curator Hotel & Resort Collection (“Curator”) is announcing Toast as a new preferred cloud-based point-of-sale (POS) platform partner. This collaboration will help  member hotels’ F&B outlets improve operations, increase sales, and create an overall better guest  experience. 

“At Curator, our objective is to support our distinct member properties with solutions that help them  optimize operations and drive revenue,” said Brent Hayhurst, Vice President of Program Development  for Curator Hotel & Resort Collection. “This new collaboration with Toast empowers member hotels and  resorts to incorporate more sought-after guest convenience features in their POS platform like digital  menus, flexible ordering options, and both mobile payment and room charge integrations. With Toast,  our collection of properties will be able to focus on providing elevated service and unique experiences,  while also streamlining business operations.”  

Toast for Hotel Restaurants is designed to meet the unique needs of hotel restaurant operators and  offers robust integrations with leading hotel property management systems (PMS), helping them  leverage technology to enhance the hospitality experience with more integrated food and beverage  operations and a streamlined experience for staff and guests.  

“With the Toast for Hotel Restaurants platform, leading hospitality groups like Curator Hotel & Resort  Collection can streamline their operations and focus on providing top-notch service and memorable  experiences,” said Dan Bell, Group Vice President, Hotels at Toast. “We are delighted to bring Toast's  comprehensive digital platform, offering software solutions including point of sale, payments,  operations, digital ordering, retail, and more, to Curator’s member hotels and resorts.” 

Salesforce, an AI CRM, announced an expanded relationship with IHG Hotels & Resorts, a global hotel company with more than 6,000 hotels across 19 global brands, to drive guest loyalty through its IHG One Rewards program and unlock efficiencies, deeper personalization, and faster innovation.

Customer expectations are changing, with 65% of consumers saying they will remain loyal to companies that offer more personalized experiences. To meet these expectations, IHG is standardizing its CRM on the Einstein 1 Platform, which brings CRM, AI, data, and trust on a single, unified platform to drive customer loyalty, more tailored guest experiences, and greater efficiencies.

“As we continue to enhance the IHG One Rewards loyalty program, one of our top priorities is ensuring our guests have a booking and stay experience that is customized to their individual travel needs," said Heather Balsley, Global Chief Commercial & Marketing Officer at IHG Hotels & Resorts. "Our collaboration with Salesforce will enable us to further enhance the technology, tools, teams, and solutions that power our loyalty program, allowing us to provide personalized content and offerings that ultimately drive a deeper connection to our most valued guests.”

“By bringing more data into Salesforce, IHG Hotels & Resorts is able to garner greater insights that will contribute to an unparalleled experience for guests and hotel owners,” said Jeff Amann, EVP & GM, Salesforce Industries. “With the Einstein 1 Platform, IHG is delivering joy for its guests today while setting itself up to leverage new technologies like AI that help optimize guest interactions in the future.”

How IHG Hotels & Resorts is innovating with the Einstein 1 Platform

IHG One Rewards members spend 20% more than nonmembers and are estimated to be nine times more likely to book directly with IHG’s global websites and the IHG One Rewards mobile app. 

With the Einstein 1 Platform and its adoption of Loyalty Management, IHG will be able to foster even stronger relationships with guests and grow its loyalty membership with predictive AI capabilities. In addition, IHG is leveraging Data Cloud and Service Cloud to accelerate innovation and create more tailored customer service. 

• Seamless brand experience for guests: Through the expanded use of Data Cloud, IHG Hotels & Resorts will create a single source of truth for millions of customer profiles, unifying data from multiple external systems, and creating seamless guest experiences across the company’s 19 global hotel brands. With Salesforce and other technology partners, IHG is laying the foundation to use generative AI to help guests manage their stays more effectively. 

• Customer engagement and marketing: When a potential guest visits an IHG Hotels & Resorts booking page but doesn’t complete a booking, a segment is created in Data Cloud and sent to Marketing Cloud for activation to encourage the member to come back and complete the transaction. 

• Transforming the approach to guest loyalty: With Service Cloud, IHG Hotels & Resorts will be able to tap into a 360-degree view of their guests, offering more tailored customer service and delivering more accurate, faster resolutions to guest inquiries. Marketing Cloud also helps IHG Hotels & Resorts more effectively reach customers through channels they prefer, whether email, SMS, or push notifications.