INTELITY Unveils AI-Powered Guest Experience Platform to Transform Luxury Hospitality

A Blog by INTELITY

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The latest innovation and trends in contactless guest experience and the products that are revolutionizing the service industry.

INTELITY

Mix and Match: New Designs Enhance INTELITY App Customization

With the rollout of the Checkerboard and Carousel modules, properties can layer in another level of hotel app customization to engage and satisfy guests.

It’s no secret mobile technology has taken over the world in the last decade, but it’s been slower to impact the hospitality industry. Hospitality is a uniquely human industry, more so than others—and implementing technology has traditionally been regarded as an eventuality, but not an essential right now. Last year, everything changed and now, hotels are flocking to adopt mobile technology like apps, mobile check-in, mobile key, and more.

As a result, there’s been an influx of vendors offering mobile solutions to hoteliers—but not all solutions are created equal. This year, the INTELITY product team is focused on further customizing our mobile product offering by adding some of the custom functionality created for our favorite builds to our larger customer base and app offering. As the designs are rolled out, the INTELITY iOS and Android apps will only grow as the most customizable product on the market, designed to help properties engage guests throughout their stay, drive dining and amenity revenue, and take their service to the next level.

In addition to the Original design module, two design modules are being added. First, we introduced Carousel at the end of last year. Now, Checkerboard is joining as well. Over the next year, we’ll continue to roll out some of our favorite designs—until every property has a set of options that can mix and match, providing the perfect combination for every scenario.

Introducing Checkerboard, Coming Soon

The new Checkerboard design offers a playful, but powerful contrast throughout INTELITY apps to the more direct and straightforward Original design—and is best when used in combination with the other design modules to create a smooth, seamless user experience throughout the app.

By alternating images and short descriptions, Checkerboard allows properties to fill in a short description of what’s included in each new page of the app, as well as add a call-to-action that drives click-through rates. Second, if the property wants to offer guests an odd number of resources or services on a page, Checkerboard ensures no tile is left on its own line. When combined with the other designs, Checkerboard can help build an even more customized app experience—creating something that’s just right for each property and its guests.

Three Designs, One Exceptional User Experience

With all three designs becoming available to iOS and Android INTELITY customers in the coming weeks, properties will have unprecedented hotel app customization options that can be used to increase click-through rates and deliver the mobile experience guests are searching for. Here’s how they best work together.

Carousel: Designed to sit at the top of the app’s homepage, Carousel is perfect for highlighting important announcements and offering top services and amenities in one large image at the top of the app’s homepage. Running a special deal? Feature it in the Carousel. Want guests to attend an event? Feature it in the Carousel. There’s no better way to ensure that guests see critical information as soon as they open the app.
Checkerboard: Context is everything. If a guest is looking for local recommendations or browsing spa treatments, for example, they may need more than just a title to navigate effectively and have a satisfying app experience. That’s the perfect scenario for Checkerboard—adding just the right amount of description to inform users while still keeping the app streamlined and uncluttered.
Original: Simple. Straightforward. But never boring. If you’re looking to give guests a quick rundown of things like menu items or standard housekeeping requests, there’s no need for the level of detail Checkerboard offers. In times like that, it’s best to bring out the Original design so guests can see as many options as possible, making it easy to find whatever they’re seeking.

Want to see the INTELITY app in action, as well as key features like mobile check-in and mobile key?

 

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3 Hospitality Recovery Strategies for 2021—and 1 to Avoid

2021 is set to be another volatile year for the hospitality industry, with vaccine distribution the light at the end of the tunnel. How can hoteliers plan for constantly shifting circumstances?

Winter has so far been a frustrating and exciting mix of news for hoteliers. On the one hand, several states have introduced harsher restrictions and another wave of stay-at-home orders. But on the other, the thing everyone has been waiting for is finally here: as 2021 begins, distribution of a COVID vaccine (and potentially, a second one!) is beginning to ramp up.

Yet distribution is the problem. The vaccine simply cannot be produced as quickly as many would like and, in the meantime, citizens are wavering when it comes to whether or not they’re willing to take it. The United States Department of Health and Human Services recently stated that “any American who wants a vaccine by the end of Q2 2021” should be able to get one, and experts predict we could see herd immunity as early as the summer.

That leaves hoteliers looking at a complicated 2021, trying to plan for how to host both vaccinated and unvaccinated guests, when they’ll lift restrictions, and more. But it’s not impossible to successfully plan for the year. Here’s how.

Strategies to Keep:

1. Flexibility

Having adaptable staff and operations will be absolutely essential in hospitality in 2021, for all the reasons outlined above. Being able to add in and remove restrictions as needed will serve hoteliers in any area well. It doesn’t end there either, as booking flexibility is just as important—if not more. Travelers have never been more cautious when it comes to planning trips, and with good reason. Strict cancellation policies and non-refundable bookings have been all but extinct this year and will remain that way for the foreseeable future.

2. Cleanliness

It’s safe to say that the pandemic has been a traumatizing experience, and trauma always has lasting effects. In the case of the pandemic, an increased concern around safety and cleanliness isn’t going away any time soon. Having a smart, sustainable way to permanently level up cleaning processes and housekeeping isn’t just a good pandemic investment, but also a good long-term investment.

3. Contactless Experiences

The nearly year-long habit of avoiding physical contact with strangers is also here to stay. Exchanging cash, shaking hands, sharing an elevator—these are all things that will take some getting used to after the vaccine. But some may just never fully return, especially with strangers. That’s why offering contactless options, especially during cold and flu season, is part of the new normal rather than just a pandemic trend. Expect guests to routinely select contactless payment and delivery options in 2021 and beyond.

The Strategy to Avoid: Hygiene Theater

What’s hygiene theater? Coined in July by The Atlantic, the term is used for precautions and cleaning techniques that, in reality, provide little to no safety. It’s taking precautions to make people feel safer, rather than instituting precautions that actually are safer. Frankly, hygiene theater had an important place in 2020—especially in the chaotic early stages of the pandemic, when it was extremely unclear what was safest and how hotels could actually protect guests. At that point, it was critical to try anything and everything to ensure guests knew they could trust your property.

But now, we know more about how to actually protect guests. That’s why “hygiene theater” cleaning methods like robots that spray down each room—which often come with big price tags—are frankly not worth bringing into 2021 hospitality. Guests are becoming more educated on what safety truly looks like as the pandemic goes on, and are coming to recognize that the basics are more important than anything else: masks, reducing contact with others, and common sense cleaning standards.

Looking to protect staff and guests in the new year while staying ahead of the recovery curve? See how the INTELITY platform can help drive revenue, streamline operations, and provide contactless experiences.

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Introducing Carousel: The App Design Update Created for Immediate Guest Engagement

Use an attention-grabbing new design to engage guests, generate clicks, and drive revenue while highlighting amenities and services.

This year, hoteliers haven’t had the same face-to-face access to guests that they normally do—and it’s looking like that won’t change anytime soon. Even with a vaccine on the horizon, distribution concerns and a cautious public may slow progress out of the COVID window. In fact, only 58% of Americans reported being willing to take a vaccine in a November poll.

With physical interactions still out of reach, digital engagement continues to be the best way for hoteliers to connect with guests. The INTELITY platform is tailored to help hoteliers engage guests at every point before, during, and after their stay—and today we’re excited to announce yet another new feature to facilitate the guest-staff connection. A new design module for INTELITY guest apps is now available to customers to help bring the most important promotions and information to guests as soon as they open the app.

Carousel – Now Available for iOS and Android INTELITY Mobile Apps

Designed to sit at the top of the app’s homepage, Carousel highlights important announcements and offers top services and amenities in a set of rotating slides at the very top of the app’s homepage. In addition to the visual real estate Carousel adds to the app, properties can also add a short title and call-to-action to their slides—encouraging guest engagement, clicks, and purchases as soon as they open the app.

With the option to feature an unlimited amount of slides, the possibilities are endless. Evergreen slides offering guest requests, housekeeping services, spa reservations, and more can create higher awareness of everything a property has to offer, and keep guests coming back to the app for anything they need during their stay. As COVID remains a primary concern for travelers, it’s also a great way for properties and brands to put their commitment to guest safety and convenience front and center, with slides featuring in-demand digital amenities like contactless check-in, mobile key, or mobile dining—which can both reassure hesitant travelers and accelerate adoption of the new technology.

But there’s so much more that properties can do with Carousel. In addition to always-on slides, it also presents the perfect opportunity to advertise special events and promotions. Properties can create engaging content in new slides weekly or monthly to keep guests up-to-date with the most current deals. From Mother’s Day Brunch to summer movie nights to special dinner deals on New Year’s Eve, Carousel can generate interest and reservations at critical moments.

Even better, utilizing the design couldn’t be easier. It’s as simple as flipping the feature on in INTELITY’s content management system, then uploading the content to fill in the new area. Like the rest of the app, it can then be updated in real time whenever necessary. From there, it’s just a matter of watching app engagement and ROI rise.

Interested in learning more about how your property can digitally engage guests and drive revenue with the INTELITY platform?

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How Are Travelers Planning for 2021 in Anticipation of a Vaccine?

With two potential vaccines on the horizon, consumers are eager to get back to travel. Here’s what they’re looking for in a stay next year.

We’re quickly approaching a critical window in the COVID timeline: two vaccines from Pfizer and Moderna have been announced as over 90% effective, but neither has been approved for distribution, and both face challenges that have consumers expecting they may not be widely available until April 2021—or later. But it’s not all bad news: with the vaccine on the horizon, consumers have turned their attention to day-dreaming about sunny escapes and post-pandemic vacations.

While things are expected to change dramatically and go back to some version of normal next year, guests remain cautious as they plan their 2021 travel. Here are a few key stats that show what the consumer mindset looks like right now:

95% spent time “looking for vacation inspiration” during lockdown.

If there’s one thing that’s certain for 2021, it’s that demand for travel remains strong and will come surging back once consumers feel safe again. During the pandemic, excursions within driving distance have been the most popular option for travelers looking for a change of scenery. But as soon as a vaccine becomes widely available, consumers have indicated they’ll be eager to take longer and further trips, significantly boosting markets that rely on high tourist volumes.

84% of travelers say technology would increase their confidence to travel in the next 12 months by addressing concerns around mixing with crowds, social distancing and physical touchpoints.

If you thought contactless experiences would evaporate after a vaccine, think again. Guests have become used to transactions that don’t include physical touchpoints. Until the vaccine reaches high adoption rates, travelers will remain cautious about their face-to-face interactions with others. And in the future, consumers are likely to choose contactless options during flu season or when they themselves are feeling under the weather. It’s expected to become a normal part of life for many consumers.

63% say they want hotels to use “the latest tech” to ensure safety.

Between new cleaning technology and digital amenities, guests truly feel that technology will play a key role in safety. And what is it they mean by “the latest tech”? A few things come to mind: mobile check-in and mobile key, hotel apps that facilitate guest-staff communication outside of face-to-face interaction, digital dining, and contactless payments come to mind. Essentially, whatever they can do to stay separate from others and enjoy a safe stay—without compromising service.

42% of travelers cite contactless and mobile payment options such as Google Pay, PayPal and Venmo as key to reducing incidences of physical contact throughout the journey.

It’s regularly been at the top of consumer wishlists through COVID, so it’s no surprise that contactless payments will remain important to travelers as we enter 2021. Adoption has always been the barrier to contactless payments becoming routine—and during the pandemic, adoption rates skyrocketed. Now, it’s about both safety and convenience: not having to touch money or exchange a card is both cleaner and easier for consumers who are more than happy to just tap their phone during a transaction.

Find out how your property or brand can leverage technology to not only offer safe 2021 travel experiences, but also a streamlined stay with self-service options. Request a demo of the INTELITY platform now.

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Sources:
Booking.com Reveals Five Predictions for the Future of Travel
Rethink Travel Global Survey US Insights 2020

4 Steps to Choosing the Right Mobile App for Your Hotel

Discover top lessons from Hotel Tech Report’s The Ultimate Guide to Guest Mobile Apps for Hotels: 2021 Edition.

Just about every hotelier has considered implementing a mobile app at some point in 2020. With demand for contactless service and mobile capabilities on the rise, it’s no longer a question whether or not hotel mobile apps are a standard of the industry. It’s now a question of how quickly and effectively hotels can implement them to modernize the guest experience and meet new guest needs.

Yet the process of selecting and implementing an app can be a huge task—and many hoteliers are worried they simply don’t have the time or the budget to invest right now. That’s why INTELITY sponsored Hotel Tech Report’s The Ultimate Guide to Guest Mobile Apps for Hotels: 2021 Edition, which leads hoteliers through the process as easily as possible—while at the same time ensuring you’re prepared to make the right decision for your property. Here are the four key steps outlined in the guide:

1. Understand the key benefits of a hotel guest app and how the market is evolving.

Before investing your time and money into the buying process, it’s important to build a foundation of knowledge about what types of apps are currently on the market, their primary benefits, how they work, and how experts see the technology evolving over the next decade.

During this step, you’ll discover why an app is a key competitive advantage, the myriad ways it can help your property drive revenue, and why it’s become a critical communication touchpoint for guests—especially during COVID. It may sound trite, but it’s true: as you dive deeper into the process, the stronger your foundation of knowledge, the better for your decision-making.

2. Establish the specific needs of your property: what features and integrations are most important to you?

Once you have a baseline of knowledge, it’s time to drill down into the details. Does your property need a web app or a traditional mobile app? Both? Is mobile check-in important or are you focused on in-room dining revenue? In the last ten years, there’s been an explosion of innovation within the mobile app space, and there are now countless features to track. But not all of them will be relevant to what your property needs.

Beyond features lie areas like security and compliance, which can be difficult to understand at first glance, but have far-reaching implications for the success of a deployment. Then come integrations. If overlooked or not vetted properly, an app’s integrations (or lack thereof) can lead to disaster. If it won’t work with your current tech stack—your PMS, POS, lock vendor, and more—you’ll end up with siloed information and disparate systems, a scenario where your tech investment delivers more problems than help.

All of these factors are why it’s necessary to start a list early on of what’s essential to you and select your top two or three vendors with that list in mind. Many companies list features on their website or in their content and tools like Hotel Tech Report make it easy to see which vendors can deliver on the areas you deem most important. Take advantage of every opportunity to ensure you’re not wasting time or money on a product that can’t deliver what you need.

3. Put a process in place for evaluating vendors and comparing products.

Armed with the knowledge of what’s most important to your team and your property, it’s time to evaluate vendors and products. Of course, the features and integrations you’ve isolated in step two should come into play first: can the product truly provide the functionality you need?

Once you sort out your product questions, it’s time to vet the vendor. The more you ask up front, the more likely you are to find the best vendor partner for you. Here are just a few of the topics you may want to cover: cost, implementation timelines, business stability, customer support, commitment to innovation, and more. In many ways, these factors can be just as important as the product itself.

With a full picture of exactly what you’re getting into when it comes to both the product and the vendor, you can create an in-depth comparison and weigh exactly who meets your needs best.

4. Set implementation, ROI, and performance goals to track value after the contract is signed.

Plenty of properties and brands stop there. You have everything you need to make a decision, right? But your app’s ultimate potential relies on more than just picking the right product: it requires a strong implementation and rollout plan. Plan how you’ll train your team, introduce guests to the technology, and set tangible goals to measure success.

By taking this extra step, you’re setting yourself on the path to realize all the benefits that make apps so popular today: increased guest satisfaction, revenue, and cost savings.

Ready to get started on these steps? ReadThe Ultimate Guide to Guest Mobile Apps for Hotels: 2021 Edition, available now!

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Expert Perspective: The State of Casino Recovery Part 3

In the last post of the series, INTELITY’s resident casino expert Ben Keller answers the single biggest recovery question casino operators have: what comes next?

Over the past few weeks, INTELITY’s resident casino expert, Ben Keller, has been answering questions about the state of the casino industry and recovery. In part one, he covered topics like safety measures, guest and player satisfaction, and how to boost revenue as 2020 comes to a close. Then, in part two, he talked about trends: which products are sticking around for the foreseeable future and which will fade with COVID.

Every question discussed so far comes back to one topic: the future. What is the future for casinos? Turns out, this is the hardest question to answer, but also the most rewarding and interesting topic to discuss. Here’s what he has to say about what the short- and long-term future looks like for casinos and casino-resorts.

Is the post-COVID future for casinos a return to normal as soon as safety concerns fade or is the industry going to be changed forever? If so, how?

Ben Keller: Let’s get the easy part out of the way. The one thing I really do think we know is that mobile key is here to stay. Have you tried to go to a concert in the last few years? A sports game? You’re not printing out a ticket, you’re pulling out your electronic ticket on your phone. Right now, mobile key technology is finally advanced enough for hotels and resorts to streamline the entry experience for guests. There’s still a ways to go to make it completely convenient, but I think over the next 5-10 years, the physical room key will be used less and less until using a mobile key becomes a requirement in many places.

Now the hard part. Other than mobile key, it’s a mixed bag. Some trends will last and others won’t. Some people will feel comfortable going back to the way things were as soon as restrictions are lifted while others will take precautions for a long time. That’s not just the future of the casino industry either; that’s true across the board.

There are also still lingering issues to be figured out. Here in Vegas, if you go to the casino and walk around with a drink, you don’t have to wear a mask. Which is typical because if you’re eating or drinking, it’s not required. But think about that: if you’re literally just holding a drink, you can do what you want. Without a drink, you need a mask. That’s clearly a loophole. Casinos and resorts are trying to solve that and other issues on the fly as long as COVID remains a challenge.

As for gaming itself, do I think every other slot machine will be turned off forever? No, of course not. Do I think casinos may need to eliminate some machines off the floor? Maybe. It could make people more comfortable in the long run and allow for social distancing should we need it again in the future.

Bottom line: casinos have been around a long time and will continue to be around for a long time. Things remain up in the air right now, but when it comes to the future of “normal,” I think we’ll end up with a lot of the same activities and places, but how they’re set up and how we interact with them will change.

People always have a choice. Do they want to go camping? Do they want to go to the lake? Or do they want to go to a casino? What casinos need to do—and what many are already doing well—is figure out how to make the experience feel as normal and as entertaining as possible.

You can institute a ton of safety measures while preserving the feel and the ambience of the casino environment. But there’s a scenario where casinos become very depressing, with only one person at a table or movement severely restricted. That’s dangerous for the industry. In the end, the best “normal” will be finding innovative ways to keep people safe that have little to no impact on the amount of entertainment or fun they experience. It’s a difficult task, but one worth taking on.

Want to hear more about how the future of casinos and how you can prepare to drive recovery and revenue in 2021?

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