2020 put physical cleanliness front and center for hotels. But in the long run, environmentally clean hospitality is just as important. Here’s how they can go hand-in-hand.

In 2020, “clean” hospitality is all anyone can talk about: how do hotels sanitize common areas and rooms effectively? What changes need to be made to housekeeping protocols? And though most hotels around the world have reopened for business, they’re not done making changes. This year’s Cyber HITEC schedule reflects the acute interest from hoteliers, with a dedicated session called “COVID Response: Best Practices in Cleaning” and several others that plan to cover the topic as part of their talk as well.

Even before germs were the top priority, a different type of clean hospitality has been steadily growing in importance: environmentally clean hospitality. And while that’s been put on the back burner for many properties and brands, it remains a top priority for the next 5-10 years. Nearly 70% of American voters rank climate change as an important issue in the upcoming 2020 election. Over the past few years, it’s been one of the fastest-growing issues and topics in countries across the world, and the momentum shows no signs of slowing.

It comes as no surprise, then, that sustainability expert and architect John Picard is the keynote speaker at Cyber HITEC, sharing his vision for a cleaner, more technologically innovative hospitality industry. As hotels scramble to shift their plans for both the near and long-term future, it’s worth considering how to achieve both the COVID cleaning upgrades now becoming a necessity for the industry and the environmental standards that loom on the horizon—and where efforts and investment in both types of clean hospitality may be able to overlap. Here are a few ways hotels can achieve both:

Eliminating plastic keycards

The hoteliers that have maintained traditional entry processes and keycards since reopening are now learning that guests are even less likely to return keys than they were before, contributing to rising costs they just can’t afford. And when guests do return keys, it puts staff at risk to sanitize them and wastes valuable time that could be better used serving guests.

With safety concerns at an all-time high and every touchpoint under scrutiny, many hotels are turning to contactless solutions like mobile check-in and mobile key to keep guests and staff separated and lower chances for COVID transmission. The results? Lower costs. Safer entry and exit. And a greener, more sustainable approach to operations.

Removing paper from the property

Printed compendiums and paper collateral come with a few significant challenges: first, they’re often out-of-date. To keep them current, they must be reprinted on a regular basis. But second, they’re difficult to sanitize—even more so than high-touch surfaces like elevator buttons or the front desk—with cleaning supplies likely to either be ineffective or damage the paper.

Meanwhile, constant reprints have significant environmental impact when added up over time. Removing paper from the property and replacing it with digital alternatives that can be easily wiped down or accessed by guests on their own devices is a win-win.

In a time of tight hotel budgets, it’s important for every strategy and investment to serve multiple purposes, and contribute towards future-proofing efforts at the same time. That’s why it’s important to recognize the synergy between clean and green strategies and tools—and maximize their potential throughout your property.

Interested in learning more about clean, environmentally friendly hospitality? Explore the Cyber HITEC virtual exhibit halls with complimentary access from INTELITY. Sign up for free access to the event now!

Are you heading to The AHC Reimagined, Virtual G2E, or Cyber HITEC this month? Find out how to connect with us there.

We’re excited to announce that this month, INTELITY will be a sponsor at three virtual conferences: The AHC Reimagined, Virtual G2E, and Cyber HITEC. See what each event offers, how you can attend, and how to connect with INTELITY during the conferences!

The AHC Reimagined: October 8-9

The Annual Hotel Conference Re-Imagined will allow attendees to reconnect with colleagues, peers and contacts across the UK hospitality sector, absorb a rich program of quality content, and network to build and enhance meaningful professional relationships—all in a virtual environment. Never has it been more important for the sector to be connected and find strength through unity to recover, reposition and reimagine the future.

At The Annual Hotel Conference Reimagined, an INTELITY team led by Jeff Swanson, Managing Director of EMEA, will be on hand virtually to chat live with other delegates, answer questions about contactless hospitality, and share their perspective on post-COVID hospitality.

Want to schedule a one-on-one meeting during the event?

• Jeff Swanson, INTELITY Managing Director, EMEA
• Dominique Dosal, INTELITY Director of Sales
• Jeff Aguiar, INTELITY Director of Sales

G2E – The Global Gaming Expo: Kickoff October 14, Conference sessions October 27-28

INTELITY is a Featured Exhibitor at this year’s virtual edition of the annual Global Gaming Expo. Virtual G2E kicks off at 11am ET / 8am PT on October 14, when the virtual showrooms will be opened for viewing.

Then on October 27-28, the Virtual G2E conference platform will be open 24/7—just like a Vegas casino. Visit the INTELITY booth to watch product and services demos, download resources, and schedule virtual 1:1 networking meetings with sponsor representatives. If you’re ready to schedule a meeting now, let us know!

Plus, keep an eye out for the Vendor Solutions Session “How a contactless guest experience fits into your casino vision,” presented by Benjamin Keller, INTELITY SVP Sales and Casino, Tuesday, October 27 at 2:30 PM ET/11:30 AM PT. During the session, he’ll cover how casinos can give guests the safe, seamless experience they’re looking for by embracing a contactless hospitality strategy.

Haven’t signed up for Virtual G2E yet? Get free access to the Virtual Showrooms right now, courtesy of INTELITY.

Cyber HITEC: October 27-29

HITEC® is the world’s largest hospitality conference, bringing together the brightest minds & hottest technology from around the world. This year, it’s going virtual! The conference, held over three days, will offer a unique combination of first-rate education and the world’s largest hospitality technology exposition. Sessions are led by industry peers and experts, and the unparalleled expo showcases the latest industry products and services from hundreds of companies.

INTELITY is proud to be a Silver Sponsor at Cyber HITEC, and an HFTP Corporate Allied Sponsor. Visit our Cyber Exhibitor Advantage booth to view demos, chat with INTELITY representatives, schedule 1:1 networking appointments, download resources, and more. Plus, play in the Cyber HITEC trivia challenge and participate in the scavenger hunt to win prizes!

Interested in exploring the Cyber HITEC exposition hall? Sign up here for free, courtesy of INTELITY.

Or, if you’re looking to schedule a 1:1 meeting with a member of our team, reach out to us and we’ll get you set up for the event!

It’s clear that consumers are looking for contactless, mobile-first travel experiences, but is there even room in tight 2021 hotel budgets to invest in technology?

It’s difficult in any year to predict what a successful hotel budget looks like. But cliched phrases like “no one knows what the future holds” have frankly never been more true. At least in a normal year, hoteliers are able to forecast their potential revenue and needs based on patterns from previous years. This year? Good luck. There’s no telling when a vaccine will be ready, how quickly countries will be able to vaccinate their population, and what risks will carry through to next year and beyond.

Now, the process will rely heavily on educated guesses as the world continues to go through rapid change. Yet hoteliers shouldn’t feel hopeless when it comes to their budget. Several critical attributes of the new normal have already solidified: low contact service, cleanliness, and safety. As a result, it’s becoming increasingly clear what hoteliers should invest in to successfully navigate the next year.

Technology that reduces contact is a sure bet for increasing booking, revenue, and guest satisfaction in 2021—but as in any recession, every expenditure will undergo extra scrutiny and contactless technology has its fair share of detractors. They generally fall into one of two camps: those who feel contactless technology is an overhyped trend that will eventually fade over the next few years and those who feel it’s just too expensive for most properties.

And either way, is it worth the investment? Simply put, yes. Like any good investment, it can stand up against the criticism.

First, the habits formed during COVID won’t just fade the way other trends do. Experts predict living through the pandemic will likely have a similar effect on today’s population as The Great Depression did in the early 20th Century—meaning this will stand out as a critical period that forever shapes the way we all think and live. Even as the fear of infection subsides, a long-term affinity for cleanliness and contactless will remain.

Next, take into account that certain tools like contactless payments were already rising in popularity before the pandemic, out of convenience more than concern for cleanliness. And even when COVID becomes a distant memory, the convenience will remain. Most contactless solutions are also mobile solutions—and we live in a world where people have their phones on them 24/7. The long-term utility of mobile capabilities isn’t going anywhere.

Finally, the biggest concern: cost. Many properties believe contactless technology is cost-prohibitive, only suitable for large hotels and brands. That couldn’t be further from the truth. In fact, the large majority of contactless solutions are incredibly scalable both in function and price, built to work for any property—boutique or brand, 30 rooms or 3,000. The cost per month for most hotels isn’t in the thousands, but in the hundreds. For many, it’s often a lower monthly bill than laundry.

And beyond the low costs is real value. Dining revenue soars when guests can order from their phone and select contactless delivery. Reservations for on-property activities and amenities rise as well. Even more importantly, guest satisfaction spikes significantly when guests feel they have 24/7 access to everything they need right at their fingertips.

At this point, mobile technology that enables contactless service isn’t just a good idea—it’s becoming a standard. Guests are looking for amenities like mobile check-in and contactless dining options. The properties that can provide them will come out ahead during the pandemic, but also after. Once guests get used to mobile convenience, they’ll never give it up. To truly create a successful hotel budget for 2021, hoteliers need to create space for innovation and technology.

Want to hear more about why technology is a smart investment for 2021 and beyond? Hear from THE GEORGE Director of Operations Kerrie Hunter about the boutique hotel’s experience implementing a digital guest experience—and why she thinks contactless technology is worth every penny—in an on-demand webinar.

View the Replay Now

Find out how hotelier Kerrie Hunter has seen contactless tech impact recovery, guest experience, and revenue at THE GEORGE, a boutique hotel in Montclair, New Jersey.

Last week, INTELITY CEO Robert Stevenson interviewed THE GEORGE Director of Operations Kerrie Hunter about her property’s experience during and after the COVID window—and how technology has played an essential role in their success. During the conversation, they covered everything from what the property’s shutdown was like to how they protect staff and encourage guests to choose contactless service. Here are a few of the insights she shared:

1. Even if the emphasis on contactless fades in time, mobile hospitality is here to stay.

Any way to cut expenses is good, any way to move into the new wave of the future is great. Computers aren’t going away. Cell phones aren’t going away…This will just be a thing: you don’t use hotel key cards anymore, you use your phone—just like you use your phone for everything else.

— Kerrie Hunter, Director of Operations, THE GEORGE

At some point, guests are going to be able to stand at the front desk and talk to the concierge again. But that may not be for a while, especially as vaccine timelines are repeatedly pushed back. Until then, hotels need a way to easily circumvent or eliminate normal touchpoints.

For THE GEORGE, the transition between normal and contactless service went quickly. They already had a mobile app and in-room tablets for guest convenience. Now, the technology is their first line of service—keeping guests and staff separate to ensure everyone stays safe.

Guests get a call after they book, giving them a quick explanation of the new normal and directing them to the technology they can use to access better, safer service. According to Hunter, the response has been overwhelming—largely, she believes, due to the fact that contactless hospitality isn’t just a safety measure; it’s also just more convenient.

That’s why she believes the technology will never go out of use. In a mobile-everything world, travelers are unlikely to go back to traditional experiences if they know they can use their phone instead.

2. Hospitality technology is actually a huge cost-saver for the property, not a drain on resources.

Especially during these times, the last thing I want to do is purchase things I don’t absolutely need because I don’t have a full hotel. I don’t have expendable cash floating around for things like new key cards.

— Kerrie Hunter, Director of Operations, THE GEORGE

Getting guests to adopt technology isn’t just an option for THE GEORGE, it’s the option. As Hunter puts it, this is a critical way their hotel saves on costs. With nearly every guest downloading the app, entering with a digital key, and using the room’s tablet to submit digital requests, overhead is reduced in several significant and sometimes unexpected ways.

The first is the cost of key cards. While not the most glamorous expense cut, it’s made a difference at THE GEORGE. And as INTELITY CEO Robert Stevenson shared during the webinar, they’re actually not the only property that sees it as a major win. One brand that uses the INTELITY platform recently decided to add mobile check-in and mobile key to their tech stack after guests simply stopped returning room keys when they left and keycard costs spiked.

But most importantly, technology allows THE GEORGE to both save valuable staff time—redirecting time spent previously on administrative tasks to guest service—while also reducing the number of staff necessary to run the hotel. A specific scenario comes to mind. If only one person is checking in during the night and Hunter knows they’ve downloaded the app and will be able to use a mobile key to access the property, she doesn’t have to schedule someone for the overnight shift. This cost-saver, being able to deliver an excellent experience for guests with a lean staff, is a huge part of what makes the platform irreplaceable for THE GEORGE.

Overall, the property’s philosophy is, “If we don’t need it, we don’t have it.” But the INTELITY platform was an easy investment choice, and one they feel has paid off. “We definitely get our money’s worth,” says Hunter.

3. Pivoting to contactless service puts hotels in the perfect place to thrive—whether COVID ends tomorrow or continues to challenge hoteliers in the months to come.

Like the stats show, we use it every day. Our guests use it every day. I’ve actually had other hotels in the area call and ask us, ‘We heard you guys have this. What’s it all about? We need to get this.

— Kerrie Hunter, Director of Operations, THE GEORGE

Guests are looking for hotels to guide them as they start traveling again. In Hunter’s experience, travelers haven’t been offended or put off by safety measures and technology. Sure, there are older guests who struggle to adapt every once in a while, but “the overwhelming majority of people just say, ‘Tell me what to do,’” she shares. If anything, satisfaction rates have risen, with travelers excited about the measures in place.

And it’s not just guests who are taking note of the technology now available. Other properties in the area have been impressed with the contactless guest experience THE GEORGE is providing, and inquiring as to how they might be able to implement a similar strategy themselves.

Even on a normal day, guests “find that [using technology] is faster than having to dial the front desk, be put on hold, and wait for somebody to get to them. It’s pretty seamless,” explains Hunter. “Most of the guests are surprised at how quickly it gets to them and they receive whatever they’re asking for.” There’s no more popping down to the desk to ask for more towels; now, guests can request them from a smartphone or tablet from their bed in just a few clicks.

With COVID a factor in 2020, creating a contactless guest experience has played a pivotal role in keeping THE GEORGE open and running smoothly, while reducing risk for guests and staff alike. Beyond COVID, it’ll continue to simplify staff tasks and facilitate truly exceptional service.

Looking for more insights from THE GEORGE’s conversation with INTELITY? Watch the replay of the webinar, Contactless Tech’s Role in the New Guest Experience.

View the Replay Now