Home' Australian Hotelier : AH February 2017 Contents 20 | FEBRUARY 2017 AUSTRALIAN HOTELIER
BURT ADMIRAAL, CEO
WHAT HAVE BEEN THE
HIGHLIGHTS AND THE
CHALLENGES OF 2016?
There have been exciting changes in the world
of the hospitality IT landscape with the rate
and pace of change in this environment faster
than it has ever been. This is set to continue into
the future with the advent of new technologies,
software, systems and integrations.
The ‘disruptors’ in this space are driving
change in our society and particularly
having an impact on customer expectations.
Customers now expect that venues will keep
pace with technology and deliver new and
innovative ways to meet their needs. Society
expects mobility, flexibility and immediate
responsiveness from hospitality venues.
Consumers are dining out more often,
spending less on liquor but willing to spend more
on a food experience. We need to understand that
this experience not only encompasses their time
within the venue, but also prior i.e. their ability
to research opening hours, menus and seating
availability and book immediately online, usually
from their mobile phone.
WHAT INNOVATIONS DID H&L
AUSTRALIA INTRODUCE FOR
PUBS IN 2016?
With over 30 years’ experience in hospitality
POS, H&L has in the past 18 months focused
on developing solutions to assist venues in
meeting the growing expectations and demands
from consumers. These solutions include:
Self-ordering touchscreen terminals where
the customer can order and pay for light, quick
service meals and then get paged to pick up
the meal when ready. This has become a key
opportunity for hotels to optimise continuous
food service throughout operating hours.
Fully integrated POS table sales and booking
systems to increase table yield and allow the
venue to better manage their table occupancy. As
the booking system tracks the table status and
releases it for rebooking when the transaction is
complete, the venue has the ability to offer live
table availability up until the kitchen closes.
The next innovation is the integration
of the plethora of apps into a management
middleware linking directly to the POS. These
types of applications include order ahead,
takeaway and loyalty solutions which currently
need separate hardware and software to
operate, with some venues using a variety of
similar apps to optimise the opportunity e.g.
order ahead or delivery. The integration of apps
with POS will eliminate the need for multiple
hardware devices on the service counter.
HOW IMPORTANT ARE PUBS
TO H&L AUSTRALIA?
H&L have always primarily serviced
the ‘drinking hotel’ and H&L has been
traditionally respected as the major supplier to
the pub industry. This major vertical generates
over 40 per cent of our business.
The challenge for pubs now is recognising
and addressing the changing trends of their
customers. Pub patrons are now decreasing
their liquor consumption and are dining more
frequently. This means pubs need to focus
more on providing a better dining and food
experience for their customers.
WHAT ARE THE MAIN ISSUES
IN POS THAT HOSPITALITY
OPERATORS ARE DEALING WITH
We believe there are several main issues that
hospitality operators want us to investigate,
develop and deliver. These are:
• Service mobility - Greater functionality at
the POS with mobile tablets able to deliver
the entire service requirements at the table
i.e. ordering, payment and receipt.
• Bookings and table management
• More management control and business
intelligence to assist operators in making
• Bringing control to the POS keeping
management at the front line
WHAT HAVE YOU IDENTIFIED AS
THE MOST IMPORTANT FEATURE
IN AN EFFECTIVE POS SYSTEM?
Today an effective POS system must have
enhanced integration capabilities. To create
optimum profit, efficiency, ROI and customer
satisfaction, a POS needs to integrate seamlessly
with services such as payment solutions, ordering
solutions, bookings and table management,
labour, stock and cash management.
WHAT CAN WE EXPECT FROM H&L
AUSTRALIA IN 2017?
In 2017, H&L will be instigating more user
group forums to understand operators’ needs and
more education to assist operators understanding
the technologies that are now available.
Development of the H&L suite of products is
ongoing and we will maintain some components
on the ground and some to the cloud.
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