A UNIFIED HOTEL F&B ECOSYSTEM DION JENSEN FOUNDER AND CEO

Transcription

1 A UNIFIED HOTEL F&B ECOSYSTEM DION JENSEN FOUNDER AND CEO

2 HI, ITS GREAT TO MEET YOU! DION JENSEN FOUNDER AND CEO I have over 16 years experience at the intersection of the travel, financial services & IT industries. I ve held a variety of executive, directorial and C-Level positions in multi-national companies. I am deeply passionate about brands and the customer experience. I am driven by efficiency through innovation and the harnessing of human potential. My Why I believe technology is not a way to replace the power of the human connection. It is merely a connector, an enabler, a way for a frictionless experience to exist, but with an emotional response.

3 YES. ANYWHERE REVA Hospitality Technology was born of one defining vision and purpose. To enable hotels and resorts to say to their guests, "Yes. Anywhere". In an increasingly demanding and fragmented sector, the ability for hotels and resorts to differentiate their experience is becoming more and more difficult. Add to this, the guest s reasonable expectation of a digitally unified F&B ecosystem with access to core brand services, within a frictionless environment. No wonder so many brands are asking, what's coming next? We know we approach things a little differently. Our solution designs begin with the guest experience first and foremost in our consideration. In a world of disintermediation from digital competitors our aim is to be your partner on your digital journey to true customer centricity.

4 ABOUT OUR TOPIC A UNIFIED HOTEL F&B ECOSYSTEM STAYING CONNECTED TO YOUR GUESTS o o Communicating efficiently with your guests o Improving guest satisfaction Increasing revenue form the existing guests

5 HOW DO GUESTS REALLY FEEL ABOUT HOTEL / RESORT F&B? WELL, WE ASKED THEM TOPIC KEY QUESTIONS RESPONSES

6 SURVEY QUESTIONS WHAT WE ASKED Aside from price, what stops you from ordering F&B at the hotel and prompts you to order from external sources/leave the hotel? If you could order food and drinks to more places in the resort from your phone and pay how you like, would you use it? Do you have a branded hotel or resort app on your mobile device? If you do, how do you use it?

7 QUESTION 1 SURVEY RESPONSES 85 % Inconvenience of having to move to a F&B venue Aside from price, what stops you from ordering F&B at the hotel and prompts you to order from external sources/leave the hotel? 91 % 79 % Lack of control, ease of ordering and availability Lack of variety

8 QUESTION 2 SURVEY RESPONSES If you could order food and drinks to more places in the resort from your phone and pay how you like, would you use it? 93 % YES

9 QUESTION 3 SURVEY RESPONSES 65 % YES 35 % NO* Do you have a branded hotel or resort app on your mobile device? *When asked why not, answered because they don t see value in the functionality it provides.

10 QUESTION 4 SURVEY RESPONSES 85 Use it to view their reservation / % confirmation details and check their loyalty points. If you do, how do you use it? 15 % Use it to check hotel facilities 90 % Are disappointed with the lack of app features to use during their stay and don t use it.

11 WHAT GUESTS TOLD US They want to be able to order their F&B at various locations around the resort from their mobile device. They want to be able to continue swimming / exercising /working / doing their activities while they wait for their food to arrive. (i.e. want it to be a continuation of their day not a disruption) They want notification that their food is ready at which point they will come up for their meals. They want to pay how they want (this includes mobile wallets i.e. WeChat and Alipay) They want to be in control of where, when and how they spend their money and order their F&B They want to be able to navigate the app in their own native language

12 WHAT WE NOTICED An increasing number of guests using services such as UberEATS Guests (in high occupancy resorts) getting frustrated trying to flag down waiters and get their attention only to be served 5-10mins later. Guests NOT ordering as it was too hard to go up to the pool bar / restaurant while the kids were playing. Guests saying things like seeing as we ve packed up, we may as well do something different and go out and get something to eat Guests looking at pool side menus but giving up as there was no one around to order from. Guests pressing a pool side buzzer for service and still waiting over 5 mins to be served.

13 WHAT MILLENNIALS WANT FROM F&B SINCE 2017, MILLENNIALS HAVE HAD THE ABILITY TO OUTSPEND THE BABY BOOMERS FACT NO. 1 FACT NO. 2 FACT NO. 3 FACT NO. 4 THEY WANT THE FOOD EXPERIENCE TO BE IMMERSIVE THEY WANT IT NOW THEY EAT WITH A CONSCIENCE THEY WANT IT ALL Millennials enjoy learning about new cultures through food and find foodfocussed events very appealing. This expands the thought that food should be an experience to it also being a social and educational component of this age group s lives. This age group likes to grab & go when they aren t sitting down for their tasting experience. They also like to be able to cut down on time dedicated to their food by being able to electronically order and have their food delivered. They want to know where their food comes from and will favour a brand who provides this information over another. Local sourcing of ingredients is a big draw card and they will even pay more for it if they know it s come from a quality source, somewhere nearby. If your food precinct only offers cheeseburger bars, you aren t going to capture this crowd. They sway between wanting to order the healthy option to indulging in the most naughty item on the menu so they can say they ve tried it. Source: Future Food s Francis Loughran

14 WHY PARTNER WITH US? Increase app engagement amongst guests. Deliver a more meaningful guest experience. Enable personalised offers and service. Increase revenue through additional sales. Reduce food order leakage to other food delivery services. Eliminate room charge credit risk. Accept any form of payment (including cards and digital wallets [Alipay, WeChat, Apple Pay, Google Pay]) and display the cost in the guests home currency. Rely on our UX. It was built with the guests experience front of mind. Menu changes can be applied immediately to ensure stock outages don't adversely affect the guest experience.

15 WHAT IS UNIQUE ABOUT OUR SOLUTIONS? Geofencing hotels and resorts and empowering guests, based on their location within the property to order F&B from any of their locations for dine-in or delivery wherever and whenever they choose. Menus are displayed in the world s 5 most widely spoken languages and are automatically displayed in the language of the customer's device. When guests can read and order in their language, they are more inclined to spend more. Accepting any form of payment (including cards and digital wallets [Alipay, WeChat, Apple Pay, Google Pay]) and displaying the cost in the guests home currency. Integrated AI for suggestive selling and dynamic offer presentation. Our proprietary dynamic locating technology means you can locate guests who are on the move or even change your restaurant configuration without missing a beat. Guests who don't want to order immediately can browse menus, make reservations and interact with others on social media through venue reviews and ratings.

16 HOW DOES OUR SOLUTION WORK? We can offer standalone or multiple instance solutions to integrate via API to an existing brand native application, offer a white label solution or the REVA Progressive Web App and native apps.

17 DISRUPTION AND DISINTERMEDIATION IN F&B THEY RE COMING FOR YOUR F&B SPEND WILL YOU LET THEM? The value proposition is simply choice, convenience and control. All of which can now be provided by hotels and resorts in house with REVA.

18 THANK YOU WANT TO CONTINUE THE DISCUSSION? Booth A127 (Opposite Tech Talk area)