News Briefs

Quore, a provider of workforce management solutions for hotels, announces the completion of a fully-customized Preventive Maintenance (PM) template buildout for  LBA Hospitality—an award-winning hotel management company recognized for operational excellence across a diverse portfolio of branded properties. Since 2017, LBA has partnered with Quore to elevate how its engineering and operations teams manage preventative maintenance, inspections, and asset protection. Today, all LBA-managed hotels—spanning a portfolio of more than 100 properties across top global brands including Hilton, IHG, Marriott, Best Western, and Hyatt—leverage the Quore PM platform as their standardized solution. 

“In today’s environment, visibility, accountability, and adaptability aren’t optional, they’re essential,” said Steven Steelfox, LBA Hospitality Director of Engineering & Asset Protection. “Quore provides a centralized platform that allows us to standardize our processes, capture actionable data, and ensure every property meets and exceeds our brand and owner expectations.

“With customized templates for building, life safety, mechanical, and guestroom inspections, we no longer need multiple documents at a single hotel,” he said. “It’s a real game-changer. Quore gives us flexibility without sacrificing consistency.”

Exceptional Support, Enhanced Guest Satisfaction

Steelfox shared that Quore has been a constant throughout his hospitality career, “Everywhere I’ve worked, Quore was either already in use, or one of the first platforms I implemented. Management companies consistently choose Quore because of its simplicity—and now, with enhanced template customization, it’s even more powerful. One well-designed template can support every operational need at the property level.”

He emphasized that Quore offers LBA leadership critical visibility into how assets are maintained—even when they aren’t physically on site. “Their customer service and training program are truly the best in the industry,” he added. “Quore is so intuitive, the training is almost unnecessary. New associates can log in and navigate it with ease.”

Steelfox said ease of use is directly impacting the guest experience. “We’ve seen a clear correlation between Quore utilization—especially the Cleanings app and PM tools—and improved guest scores. The hotels that embrace the platform most fully are also the ones delivering the highest satisfaction ratings.”

He concluded, “Quore stands out because of its people—and so does LBA. Together, we’re building something great.”

Quore is also enabling LBA’s engineering teams to track daily, monthly, quarterly, and tri-annual inspections electronically, eliminating outdated paper logs. And it empowers LBA’s associates to proactively identify and resolve issues before they impact guests or incur higher costs.

As the Dothan, Ala.-based management company continues to expand and refine its technology strategy, LBA is also partnering with Quore on brand integration initiatives, including an active project involving Marriott’s GXP platform.

“Our relationship with LBA Hospitality is one of our most valued and collaborative,” said Kalie Wilcox, Quore Senior Client Account Manager, and one of Quore’s first employees. “Steven and his team are passionate about continuous improvement, and it’s been a privilege to help them build a program that scales with their evolving needs.”

With a shared passion for operational excellence and hospitality-driven values, LBA and Quore are well-positioned to continue innovating together for years to come.

For more information on Quore, visit www.quore.com.

Conviva’s 2025 State of Digital Experience Report highlights how widespread poor digital experiences are driving significant consumer frustration and revenue loss across industries. The report, based on 223 million digital sessions and a survey of 4,000 consumers, reveals that:

• 91% of consumers had at least one frustrating digital experience in the past year.
• 55% abandon purchases, 50% switch brands, and 39% cancel subscriptions when confronted with digital issues.
• Even small increases in poor experiences lead to major drops in engagement—a rise from 1% to 2% bad interactions reduces user time on a service by 42%.
• Emotional impact is rising: 39% feel angry, and 11% report physical discomfort after negative experiences.
• Digital friction is invisible but deadly—many issues don’t result in formal complaints but still drive customers away.

Conversely, businesses that consistently deliver seamless digital experiences are rewarded:

• 93% of users return to a service after a great experience.
• In hospitality, 41% of consumers say a great booking experience makes them more forgiving of bad reviews.

What This Means for IT Leaders:

1. Digital Experience Is Now a Direct Revenue Driver

Hotel IT leaders should recognize that even minor tech issues—a glitchy booking form, slow page loads, broken links—can cost bookings and loyalty. These issues are not just operational annoyances; they have measurable business impact. Tech teams must prioritize performance monitoring, proactive error detection, and fast resolution.

2. The Booking Journey Needs to Be Seamless

Marketers and IT leaders alike should collaborate to optimize the entire guest-facing digital journey—especially booking flows. Guests are more forgiving of negative reviews when the booking process is smooth, which makes the digital front door (your website and booking engine) a strategic tool for conversion and reputation buffering.

3. Real-Time Analytics and Automation Are Essential

Investing in tools that provide real-time visibility into user behavior and system performance allows hotels to catch and resolve issues before they go viral or cause churn. This means embedding observability tools in booking engines, apps, and customer portals—not just websites.

4. IT Silence Doesn’t Mean Success

Many digital failures don’t trigger complaints but still cause guests to abandon their plans or switch brands. Hotel leaders should not rely solely on feedback forms or review sites. The data suggests there's a "silent churn" problem that can only be uncovered through session data analysis and user journey mapping.

5. UX is Now a Marketing Lever

Hotel marketers should treat digital experience as brand marketing, not just UI design. A smooth, stress-free interaction can improve perception, drive return visits, and mitigate reputational risk. Campaigns should highlight ease of booking, site reliability, and tech-forward convenience—not just amenities.

Accenture’s latest Consumer Pulse survey of 18,000 consumers in 14 countries, presented in the report, “Me, my brand, and AI: The new world of consumer engagement,” explores how the adoption of AI across the Travel, Retail and CPG industries, is reinventing the consumer-brand relationship, influencing not just what people buy, but how they think, feel and engage. 

A year ago, Accenture’s Consumer Pulse Survey found that travelers felt booking a hotel was harder than buying a car and that choosing a flight was almost as hard as choosing a mortgage. Almost three-quarters (73%) of consumers said they faced “information overload”, the result of the sheer number of choices, messages, ads and claims consumers face. As a result, 73% walked away from a hotel or flight booking entirely.  

Today, artificial intelligence (AI) and the newer generative AI (gen AI) and agentic AI is enabling travel companies to solve these issues by empowering travelers to discover and purchase the right experiences with confidence tailored to their individual needs.  

According to Accenture’s Consumer Pulse Survey 2025, the findings of which are presented in the report “Me, my brand, and AI: The new world of consumer engagement,” gen AI is already the number one go-to-channel for travel discovery ahead of social media and Online Travel Agencies (OTAs), for active Gen AI users, defined as people using gen AI tools at least weekly for personal and/or professional reasons.  

Gen AI provides an opportunity for the travel industry to reimagine the discovery and purchasing process for travelers.  

• Eight in 10 (80%) travelers in the sample across airlines, hotel stays, and travel platforms are now using gen AI tools. Brands can no longer treat gen AI users as early adopters. They are the new mainstream.  
• 86% of travelers now want to shape their own experiences, with 93% of active gen AI saying this is important to the personal connection they feel with the brand.   
• More than nine in 10 (93%) active users have or would use gen AI to help support purchasing decisions.
• 78% of travelers are open to using a trusted AI-powered personal shopping assistant that understands their needs and goals.
• 57% of travelers seek an AI assistant that can work across multiple brands and services to autonomously solve for their needs.
• Travelers are 1.3x as engaged, and 1.7x as likely to accept a higher price from a travel provider that delivers emotionally engaging experiences
• 79% want a travel brand that makes them feel special by remembering them personally   

KEY FINDINGS:  

• More than 8 in 10 (81%) of travelers seek immersive experiences at the research and discovery stage of purchasing.
• 42% would switch to a brand that could proactively suggest solutions to improve their experience in real-time.
• 8 in 10 (79%) travelers want a brand that makes them feel special by remembering them personally. 

Emily Weiss, Accenture’s global Travel lead, said: “In the space of a year, we are already seeing AI start to solve for the problem of choice and decision overload, with a real opportunity to bring enjoyment back to the arduous process of discovering and purchasing memorable travel experiences. Gen AI takes this a step further by helping travelers have those experiences tailored to their unique needs and preferences in a more human and natural way. For the travel industry, the AI opportunity goes beyond securing bookings. Consider that instead of being overwhelmed by countless options and conflicting reviews, gen AI can act as a personal travel concierge, providing bespoke recommendations based on preferences, budget and location. It can consider factors such as a person’s previous travel history, loyalty program status and even real-time data on local events and attractions.”  

“With ‘agentics’ now in the mix—where Al agents assist with complex, goal-oriented tasks with minimal human intervention, such as facilitating pre-booking inquires and reservations—the industry can further assist travelers by reducing the time and effort required to scour for best options and prices. These agents can monitor price changes in real time, integrate loyalty points and offer assistance when plans change,” Weiss adds.

ABOUT THE RESEARCH: 

Now in its 6th year, Accenture’s Consumer Pulse Research explores how consumer sentiment, behaviors and expectations are driving change for consumer-facing industries. This year’s research offers insights into the relationships that consumers have with brands across the consumer journey in the age of generative AI, with a particular focus on the implications this will have for the consumer goods and services, retail and travel industries. The research surveyed a representative sample of 18,214 consumers from 14 countries: Australia, Brazil, Canada, France, Germany, Mainland China and Hong Kong, Italy, India, Japan, Spain, Sweden, UAE, UK and USA. The survey was conducted online and was conducted between January 6 and January 17, 2025. Analysis allowed for comparisons across various demographic factors such as age or income, as well as behavioral attributes like an individual’s motivations for brand preference. It also included focused deep dives for 13 categories: grocery stores, packaged food, alcoholic beverages, quick service restaurants, beauty retailers, beauty brands, clothing, footwear and accessories retailers, drugstores and pharmacies, DIY and home furnishing stores, consumer electronics, online travel agencies, airlines, and hotels and resorts. Further testing of hypotheses was conducted via AI-moderated interviews with 300 consumers across 12 countries between January 20 and February 4, 2025.

RoomRaccoon, a hotel management system for independent hoteliers, is gearing up to launch RaccoonRev Plus, an advanced, AI-powered revenue management tool that will deliver RMS-level pricing intelligence natively within the RoomRaccoon platform.

RaccoonRev Plus is engineered to bridge the gap between basic rule-based pricing and the full complexity of traditional Revenue Management Systems (RMS). By using predictive artificial intelligence, RaccoonRev Plus will generate daily rate recommendations up to 90 days in advance, factoring in signals like competitor rates, historical trends, pickup pace, weather forecasts, and lead-time behavior. The result is a powerful, data-driven tool that helps independent hoteliers stay competitive and unlock greater RevPAR.

“Independent hoteliers have long been priced out of sophisticated revenue management technology,  and that’s left many at a disadvantage in an increasingly competitive market,” said Tymen van Dyl, CEO of RoomRaccoon. “RaccoonRev Plus changes that. By embedding predictive pricing intelligence directly into our platform, we’re removing barriers and putting powerful, RMS-level tools into a system that hoteliers already know and trust.”

RaccoonRev Plus is positioned as a revenue co-pilot, offering clear, AI-powered suggestions that users can choose to apply. Future releases are expected to include full automation, allowing hotels to switch to autopilot when ready.

“The idea of a ‘revenue co-pilot’ is simple: you're still in control, but you’re no longer flying solo. With RaccoonRev Plus, we didn’t want to throw users straight into full automation. That can feel like a leap. So we built the system to support hoteliers in stages,  offering intelligent suggestions, surfacing insights, and giving users the confidence to gradually switch on autopilot when they’re ready,” says van Dyl. 

Looking beyond revenue, van Dyl sees this as the first step in RoomRaccoon's broader AI journey.

“Revenue management is just the beginning. We’re moving toward a future where your HMS isn’t just a system — it’s part of your team. AI will make hotel operations more efficient by removing the friction of traditional workflows. And it’s closer than most people think.”

RaccoonRev Plus is currently entering beta with select RoomRaccoon users. General availability is expected later this year, and potential customers can stay up to date via the company’s website. 

Enseo, the essential technology services provider and innovator responsible for foundational technology in hospitality, celebrates 25 years of transforming the guest experience. Enseo welcomes this milestone with vigor, as it continues to offer customer-centric solutions for hospitality, delivering on its vision to create memorable experiences through exceptional and thoughtful solutions. 

Founded in 2000, Enseo quickly established itself as an industry-leading engineering powerhouse. Many of the technologies that Enseo created became the standard across hospitality. Later, Enseo would become renown for guest-facing innovations as well, such as being the first to bring the highest-rated streaming applications to hospitality. For the past two-and-a-half decades, Enseo has been a leading hospitality technology provider, consistently pioneering entertainment variety, promoting hotel branding on the screen, and connecting other in-room technologies for a more seamless experience. The entertainment platform grew to manage many more features than typical TV interfaces, including Wi-Fi and employee safety devices. Enseo’s achievements during the first 25 years have resulted in trusted brand relationships and partnerships that ensure continued success in the future. 

“It’s an honor to lead a company with such a rich history of development and customer impact,” said Brian Gurley, Enseo CEO. “This pivotal anniversary is a testament to our exceptional team of employees dedicated to always providing outstanding innovation, support, and customization. We’ll continue to collaborate with our customers to understand their needs for success and deliver the technology to make that possible.”

Enseo has always placed emphasis on improving and simplifying operations while enhancing user experiences. An original equipment manufacturer for the hospitality industry’s top hotels, consumer digital signage, and airline seatback video players, Enseo became a full-service hospitality integrator in 2013, delivering brand customization. As the needs of customers grew, Enseo’s product lineup and solutions evolved, each innovation developed in the pursuit of customer satisfaction and the advancement of guest features and convenience. This led to the creation of Enseo’s proprietary equipment agnostic platform, CORE, giving hotels flexibility and control over their user experience and SITE, Enseo’s performance data monitoring system utilized by a 24/7/365 support team. “Hospitality is constantly evolving, and so is Enseo. Our success has always been rooted in understanding the challenges our customers face. We build technology that not only meets their needs today but also evolves to support their future growth,” said Kevin Sweeney, Enseo Chief Product Officer.

With the recent addition of new team members, a renewed vision and mission, and continued dedication to innovation that advances the hospitality experience, Enseo is poised for success in the years and decades ahead. Enseo’s seasoned leadership plans to usher the company into a new time of adaptability, excellence, and growth. Enseo is grateful for the accomplishments and lessons learned during the past 25 years and looks forward to continuing its legacy as the premier provider of hospitality technology in guestroom solutions, customized services, and top-tier customer support. For more information, visit www.enseo.com. 

Grubhub unveiled a suite of new offerings that make it easier than ever for customers to get what they need—all in one order. Grubhub is introducing Multi-Store Ordering, enabling customers to bundle items from multiple stores in a single, seamless transaction. 

Multi-Store Ordering is now available nationwide on Grubhub and on Seamless in New York City. The new feature lets customers place a combined order from two eligible stores with a single checkout flow and only one delivery fee—eliminating the need to toggle between apps or pay multiple service charges.

“Today’s customers aren’t just ordering dinner—they’re looking for smarter, more convenient ways to check multiple things off their list in a single tap,” said Emma Cai, Director of Product Management at Grubhub. “With Multi-Store Ordering, we’re creating a more unified shopping and delivery experience that reflects how people actually live—combining everything from sushi to snacks to birthday bouquets in one order.”

Expanding Alcohol Delivery Options

The launch of Multi-Store Ordering coincides with the expansion of alcohol delivery on Grubhub. Customers in select markets can now order beer, wine, and spirits from local independent liquor stores and national retailers like 7-Eleven. Alcohol delivery has seen a more than 20% increase year-over-year on the platform, underscoring the growing demand for more than just meals.

Grubhub has implemented a series of safety and compliance features to ensure responsible alcohol delivery. In-app ID verification requires drivers to scan and confirm valid identification before completing alcohol orders. All deliveries follow local laws regarding delivery times, product types, and quantity limits.

Grubhub is also announcing its first national floral delivery partnership with FTD, one of the country’s leading flower networks. Through this collaboration, customers now have access to nearly 3,000 local florists directly within the Grubhub app.