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

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

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4 Strategies from Hospitality Leaders to Help Hotels Find Success Post-Lockdown

Why cleanliness and contactless service are here to stay, steep discounts are a bad idea, and trust is the key to all hospitality reopening strategies.

Two weeks ago, we compiled a post of five predictions from hospitality leaders about how the COVID-19 pandemic will fundamentally shift the hospitality industry. As conversations about lockdowns easing and businesses reopening gain traction, hospitality companies now need more than predictions. They need practical advice on how to bring guests back and gain their trust. To that end, here are four practical hospitality reopening strategies from industry leaders that can power a successful reopening for your business:

1. Understand that the current emphasis on cleanliness is never going away.

How can we do things that overlay that next level of expectation of cleanliness? Some may be short-term, and some may be long-term. Social distancing may subside, but this emphasis on clean, clean, clean is here to stay.

Phil Cordell, Hilton Senior Vice President and Global Head of New Brand Development

While many of his colleagues in hospitality may disagree about how long distancing measures will remain, no one would contradict that cleanliness has skyrocketed to the number one priority for all hospitality companies. For Hilton, that’s taken shape in the form of a new initiative called Hilton CleanStay, powered by partnerships with Lysol and The Mayo Clinic, in which they’ve identified 10 high-touch areas that need enhanced cleaning and safety measures in light of the COVID-19 pandemic.

Hilton isn’t the only large hotel brand going all-in on cleanliness. Hyatt recently announced their Global Care and Cleanliness Commitment, in which they’ll be retraining staff across the world and introducing a GBAC STAR™ accreditation, a stringent performance-based cleaning, disinfection, and infectious disease prevention program for hotels. As industry giants make the shift, other hospitality companies should prepare to shift with them and recognize that a generic commitment to safety will no longer make the cut with consumers.

2. Shift your definition of good service. At the moment, it’s no longer high-touch, but no touch.

We now have almost no touch points in the entire hotel, which is completely against a hotel’s nature of being hands-on and kind. We used to be known for the human touch—but now we’re all about no touch at all.

Rudy Tauscher, General Manager, Four Seasons New York

By definition, VIP service has been associated with high-touch guest experiences. Valets, receptionists, concierges, bellhops—these are the people that make guests feel comfortable and special throughout their stay. While those interactions might not be gone forever, they will be changed forever.

In the case of the Four Seasons New York, that has meant a dramatic shift in operations. During the pandemic, face-to-face staff-guest interactions have been almost completely eliminated, and service is being taken largely online. Guests check in and out virtually, only one person is allowed on an elevator at any given time, and room service has been halted in favor of pre-made boxed meals available in the lobby.

While standards won’t remain this stringent forever, you should anticipate that contact will be limited for some time, and changed forever. It’s likely that hotels around the world will eventually settle into a hybrid between the way things were before and the locked-down mentality we’re currently living in.

Take time to shift your team’s mindset internally and redefine what good service will look like for your business post-pandemic. What touchpoints can you eliminate—and which ones need to stay (or at least, eventually return) for the sake of guest experiences? Where can virtual service become an effective stand-in for face-to-face interaction?

3. Don’t fall into the trap of offering steep discounts: it’s not worth it. But marketing is.

You institute a strict “No Discounting” policy. Discounting “smells” of desperation and does not generate additional demand! Instead, focus on your property’s short-haul and drive-in feeder markets and relearn how to sell on value and not on rate alone.

Max Starkhov, Adjunct Professor NYU Tisch Center for Hospitality and Hospitality & Online Travel Tech Consultant

That’s not to say that discounts overall are a bad thing, however, if your strategy to bring guests back when restrictions are lifted is to slash prices, you’re on the wrong path. Unfortunately, the hospitality industry is dealing with a demand issue, which will only be solved by offering people safety and value.

That’s where your marketing team comes in. Many properties have understandably paused marketing efforts during the pandemic, but as you prepare to reopen, it’s time to bring marketing back. You’ll need to rely on their creativity to get guests in the door.

Rather than steep discounts, you may be able to offer credits for on-property amenities or options for local patrons to celebrate things like bachelorette parties or anniversaries. Paired with those offers should be safety messaging, which will be paramount for generating bookings. By crafting messaging that offers value and safety, marketing can lead the charge to bring back profits.

4. Recognize that trust is and will always be the backbone of hospitality.

We’ve seen plans around everything from enhanced safety standards, to flexible policies, to tailored messaging being “the key” to success in a post-COVID world, but to me, they all boil down to trust. Do guests trust you enough to book your brand, your property? Will they trust you to do the right thing for them while on-property? In that case, one of the best things hotels can do is hand over more control to the guest.

— Robert Stevenson, CEO of INTELITY

Simply put, if consumers don’t trust you, they won’t book you. Before, consumers had to trust the level of service you’d provide. Now, every time they book travel, they’ll be trusting their accommodations with their safety. The stakes are higher.

Everything covered in this post contributes to creating trust: cleanliness, contactless service, safety messaging. But hospitality companies should take their commitment to these reopening strategies a step further. Every guest has a different definition of what a safe stay looks like. Instead of creating a one-size-fits-all experience, give them as much control over their stay as possible.

Let them decide how much contact and service they want right from the start. Would they feel safer using mobile check-in than talking to a receptionist? Would they rather schedule a contactless room service delivery than go down to the restaurant? Let them decide. As you trust them to set their own boundaries, they’ll reward you with their trust—and that’s something you can build your post-pandemic business on.

When building your reopening plan, consider these hospitality strategies. You can’t go wrong by focusing on making your guests feel clean, safe, special, and comfortable. Regardless of the specifics, those should be the core values driving your plans for the future.

To find out more about how INTELITY can help you build a reopening strategy with the contactless, mobile-first experiences guests will be looking for, request a demo of the INTELITY platform.

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Why Mobile Check-In is a Necessity in the Age of Social Distancing

With the meteoric rise of contactless delivery and contactless payments, expect contactless check-in to become a key differentiator for hotels across the world.

In the midst of unprecedented uncertainty for many industries, one word has become a near-magical beacon to consumers that companies are taking health concerns seriously and are safe to interact with: contactless.

The restaurant industry is the best example. As a response to national restaurant closures and social distancing measures in early March, Postmates rolled out contactless delivery to all 4,200 cities they serve globally, with other delivery services like UberEats and GrubHub soon following behind with contactless strategies of their own. Individual restaurants and large chains alike are doing the same. When choosing between two restaurants, one that offers contactless delivery and one that doesn’t, the choice for consumers is clear. Safety first—and companies that can deliver it are gaining more than just business; they’re also gaining consumer trust.

The same phenomenon is sweeping grocery stores, as Instacart and AmazonFresh offer contactless delivery of grocery and store supplies. In many areas, delivery slots are filled almost as soon as they open, with supply unable to match demand. But it’s not just contactless delivery seeing a rise. When the country re-opens, ApplePay and Visa are also expecting a boom of contactless payments.

Overall, the more companies can reduce physical contact between them and their customers, the better. For hotels and resorts, that poses quite a challenge. Traditionally, one-to-one human contact has been the backbone of hospitality. A smiling face greeting guests at reception or delivering food to their door could be a difference-maker for satisfaction and reviews. But now, guests will be more concerned with safety than a warm welcome.

Last week, we highlighted five predictions from industry leaders about where hospitality is heading in light of the COVID-19 crisis. Three out of the five predictions centered around how hotels can make guests feel safe through technology and distancing strategies.

In the face of consumer demand and possible regulations for safety, limited contact will become a front-and-center piece of hospitality business strategies going forward. Technology like mobile check-in and mobile key, once regarded as luxury purchases, will become increasingly necessary for hotels and resorts of all sizes. Contactless check-in displays a clear commitment to guest safety, one that guests will trust to permeate every part of their stay.

As a result, expect contactless check-in to be a clear differentiator for booking, especially in the first few months of travel after stay-at-home orders are lifted. Eventually, it will likely be a standard option for guests at every property. Hotels that have measures already in place—or that start implementing them now—will see a greater share of bookings than those who do not.

Beyond limiting staff and guest contact, mobile check-in technology has clear benefits for hoteliers. Find out more from the mobile check-in one sheet.

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Prefer to see mobile check-in up close? Request a demo to see how it can make a difference at your property.

How 5 Industry Leaders Predict COVID-19 Is Changing the Future of Hospitality

Discover why safety, flexibility, and innovation are emerging as the top tools hoteliers will need to recover from the global crisis.

Right now, 80% of the hotel rooms in the United States stand empty. As occupancy rates continue to plummet and fear rises, industry leaders are looking to the future for hope and preparing for what comes next. How will the modern traveler’s needs shift? Where can hoteliers find advantages in a recovering market?

In the answers to those questions, common thought patterns are emerging and leaders are finding some consensus about what the future of hospitality looks like. Here are 5 predictions about how hospitality is evolving—and how your business should, too.

1. Guest safety is the next big competitive advantage: the more proactive you are, the quicker you’ll recover.

Certified safe places such as regulated hotels will become popular and home rentals without safe ratings will fall away. Airbnb will struggle. Hotels will have a new normal of much lower occupancy.

Timothy O’Neil-Dunne, Principal at 777 Partners

At least for a while, the new normal in the hospitality industry will be finding ways to raise occupancy rates to their former numbers. Simply telling people you care about their safety will not be enough; you’ll need to have concrete proof your property is a safe space.

New safety standards and laws are bound to pass, and compliance will be essential. If you can show guests that you have top-level safety measures in place, you’ll not only outpace your direct competition—you may take back some of the guests you’ve lost to short-term rentals as well.

2. But it’s not just about bookings. Safety will also be a top driver of technological innovation and guest satisfaction.

From a technology perspective, there’s going to be a lot more of a boom on [the] Internet of Things (IoT) and sensors.

Alex Ajdelsztajn, Director of Property Internet at Marriott

Places that are built for gathering are now going to be focused on keeping people safely apart and catering to guests who are much more likely to be worried about germs and interpersonal interactions. So how can you keep guests happy and safe while on property?

According to Ajdelsztajn, IoT devices and sensors are going to become increasingly important to the future of hospitality. Not only will they equip hoteliers to monitor cleanliness and distancing, they’ll display your commitment to safety in a tangible way—and the value of that can’t be overstated.

3. Flexibility and transparency will be key to enticing people back to travel.

Once things are getting better, there will still be a lot of uncertainty. Can you travel and is it safe to travel? Flexibility will be very important for quite some time. To give more transparency on the rates – are they flexible, and how flexible are they?

Axel Hefer, Trivago CEO

There’s likely going to be a long period of time between lockdown and full recovery. In the interim, people are going to be more hesitant to travel, but not for lack of want. In fact, people are desperate to get out of their homes and resume normal life, including travel. But they’re also scared.

Beyond health worries, they’re facing financial uncertainty and won’t be prepared to pay steep cancellation fees or risk a refund while the world remains unstable. That leaves hospitality companies with a unique challenge: enticing travelers to book.

Flexibility and transparency are the key. Be completely clear about your policies regarding booking changes and cancellation upfront and loosen penalties. As a result, guests will feel more secure and booking rates will rise.

4. Properties will need to create both spaces where people can gather and spaces where people can distance.

Physical spaces will morph to ensure the utmost of cleanliness and space between people so that people can socialize, work, and interact with the ability to moderate their sense of distance. As time develops, the hospitality industry is going to have to adapt to people needing and wanting to plug in and out of socialization.

Josh Wyatt, CEO of NeueHouse

At least for a while, people are still going to need to distance themselves from one another even after the country reopens. Yet, they’ll also need to return to some level of normal social interaction. As a result, hoteliers are in a bit of a bind, left to meet and balance both needs.

Explore how you can create both types of spaces at your property, and give guests the freedom to choose how they spend their time. Consider restricting some common areas with capacity maximums while leaving others open to host meetings, events, and more. Guests will not only appreciate the extra consideration but may also be more likely to recommend your property to others looking to travel in the new world, securing your place in the new future of hospitality.

5. The only way to prepare for a rapidly-evolving, unpredictable new travel market? Innovation.

There is a plethora of easy-to-implement solutions that can help us overcome the current crisis. The timing is on our side for catching up with what technology can offer our industry. The ones that do this not only will weather this unprecedented crisis but will also come out stronger and more equipped to deal with a completely new travel market.

Rom Hendler, CEO and Founder of InnoVel

There are plenty of common sense measures hoteliers are taking during this time to stay afloat: preserving cash, reducing costs and searching for new revenue sources, just to name a few. Meanwhile, the long-term future of the travel market will remain in constant flux until the crisis subsides, making it difficult to do much more than wait. Right?

Wrong. By investing in innovation—whether it’s repositioning internal teams and processes or finding technology that can power your comeback strategy—you’ll be more prepared to handle the industry’s evolution, no matter how much it shifts.

There you have it: the future of hospitality is in safety, flexibility, and innovation. As you plan for the future, keep in mind how you can begin to weave them into your long-term strategies. Remember, these aren’t just trends; they’re seismic industry shifts that are likely here to stay.

Meanwhile, if you’re looking to find out more about how you can take immediate steps to help your business bounce back—and build a foundation to future-proof it in the process—check out our blog post, Recouping Losses from a Drop in Occupancy.

Ready to learn more about how INTELITY can help you maximize ROI, staff efficiency, and guest safety?

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Recouping Losses from a Drop in Occupancy

Short-term and long-term strategies to future-proof properties and recoup hotel losses once travel resumes and the pandemic is contained

The COVID-19 pandemic has plunged the travel sector into a cloud of uncertainty. As the result of worldwide travel slowing to a near standstill, US occupancy rates have declined over 67% compared with the same time period last year, with average daily rates (ADR) and revenue per available room (RevPAR) seeing similarly drastic drops.

However, there is some silver lining. The hotel industry is cyclical and has shown its ability to come back from every major downturn it’s experienced in the past. Two relatively recent events, the 9/11 terrorist attacks, and the 2009 financial recession, severely impacted hotel ADR and RevPAR in a similar way to the current coronavirus outbreak. In both cases, though, these average performance metrics for hotels quickly rebounded and exceeded their pre-event levels as economies recovered and mass traveling resumed.

The strength of the hotel industry lies in coming together in the face of hardships, and this current situation is no exception. Here are some steps hoteliers can take — both today and in the future — to position themselves to recoup losses once travel and hospitality resume on a global scale:

Do Now

1. Stay top of mind by leveraging digital marketing channels.
People around the world are currently working from home and planning future aspirational travels. While working remotely, they are more likely to engage with digital advertising channels like email and social media. Hoteliers can keep their brands relevant through targeted messaging on these channels.

2. Email future-stay discounts to loyalty members.
Engaging with and showing appreciation to loyal guests through personalized discounts and offers can strengthen relationships with these valuable customers, further ensuring they remain repeat customers when they begin traveling again.

3. Offer direct booking perks and gift cards.
Gift cards and perks that can be redeemed for future stays provide ancillary revenue in the immediate while locking in future occupancy for the travel bounce-back. Restaurants, service providers, and other establishments are using similar methods to help lessen the impact of the coronavirus outbreak on their businesses.

4. Consider ‘staycation’ messaging and marketing promotions.
It is very likely that once daily life begins to return to normal, many people will be eager to get out of their homes, but may still be cautious about traveling on planes or to far-flung destinations. By targeting a local audience with staycation messaging, hoteliers can address short-term occupancy rates once social distancing measures are scaled back.

Future-Proofing Through Technology

From telemedicine to self-driving cars to remote work software, the coronavirus outbreak will undoubtedly lead to an increase in technology adoption across numerous industries. The same will hold true for hospitality technology; the outbreak is forcing hoteliers to re-think the role of technology in providing an optimal guest experience while ensuring the public health safety of staff and guests. In order to bounce back from the current occupancy drop and be best positioned for long-term success, hoteliers should consider investing in technology tools that:

1. Limit unnecessary guest-staff interactions.
While relationships with guests are at the core of nearly all hotels, future guests may want to avoid unnecessary face-to-face interactions, especially in the time immediately following a return to normalcy. Investing in technology such as mobile check-in and digital communication tools allows hoteliers to adapt to this new normal.

2. Capture more revenue from every booking.
Technology that drives additional revenue from each guest can help hoteliers accelerate the bounce-back from the coronavirus outbreak. For example, offering in-room dining through a mobile app or tablet can increase the average dining check size by up to 30% per order, and tools like digital storefronts unlock ancillary revenue streams by allowing guests to purchase the linens, pillows, and even wall art used throughout a property.

3. Maximize cost-saving opportunities.
In addition to increasing revenue, hospitality technology can also help properties save costs, primarily by automating many traditionally manual processes. By providing self-service tools to guests and capturing critical guest behavioral data, hoteliers can use technology to spend less and spend smarter.

These are challenging times for the hospitality industry, but past resilience has shown that hotels will bounce back from the current public health crisis. Implementing immediate and long-term strategies will become necessary as travelers change their habits in the face of changing norms. To learn more about how INTELITY’s solutions are built to maximize hotel ROI, schedule a demo with the INTELITY team today.

Leveraging Technology to Automate Hotel Operations

The right tools can help you do more with less

With the coronavirus outbreak causing dramatic shifts across the hospitality industry, many hoteliers may be faced with the unfortunate and difficult task of maintaining operations with a limited staff. While hotels may be asked to do more with less during this period of uncertainty, understanding how to automate hotel operations in order to run leaner can further drive down costs without driving down service levels.

Hospitality technology can reduce the time and effort involved with carrying out service tasks, allowing guest needs to be fulfilled more quickly and with fewer resources. Technology solutions allow properties to automate guest requests and other activities through a centralized platform, capturing detailed data performance metrics and ensuring that service doesn’t drop off with a reduction in on-site staff.

Providing Self-Service Tools to Guests

The simplest way to reduce the burden on a lean staff is to provide guests with tools and technology that empower them to ‘self-serve’ their basic needs. By offering mobile check-in through a guest app, inbound guests can verify their check-in information before arriving and skip the front desk upon arrival, reducing the amount of front desk staff needed. Once the guest is on property, it is important to provide multiple self-service channels for common requests such as in-room dining, housekeeping services, and more. For example, by allowing guests to request more towels through an in-room tablet, requests can be automatically routed to the appropriate department (versus routed manually by a phone attendant).

Tying automated service requests into a corresponding back-end platform ensures more efficient tracking and fulfillment, which requires fewer on-site staff resources to effectively manage. By automating hotel operations, staff can save upwards of three minutes of employee time per guest request. While this may not seem like a lot on an individual request level, processing thousands of daily requests can quickly lead to hundreds of hours of staff time saved.

Making Data-Backed Decisions

Not only can technology tools have a direct time-saving benefit, they can also unlock opportunities for efficiency optimization by capturing detailed performance data and informing operational decisions. By leveraging the data on guest behavior and staff performance generated through on-site technology, properties can staff based on real-time activity rather than heuristics. This is particularly beneficial in use cases such as in-room dining – by analyzing the types of dishes ordered by guests as well as the times those dishes were ordered, properties with on-site dining options have the information needed to scale down kitchen operations during times when in-room dining volume is low, or the dishes being requested at certain times require less preparation.

Capturing guest behavior data at scale and analyzing it in the context of staffing is especially prudent in times of difficulty. The coronavirus outbreak will likely have long-term effects on property management strategies and priorities, and hospitality technology provides scalable solutions that can seamlessly adapt to shifting operational needs.

Your hotel may be asked to do more with less. We can help. To learn more about how you can automate hotel operations, schedule a demo with our team today.

An Update on COVID-19 from INTELITY CEO Robert Stevenson

On behalf of the INTELITY team, I am writing to share an update on COVID-19’s impact on our industry and our deepest sympathies for what we know is an extremely difficult time for most hoteliers, both personally and professionally. We have been in constant touch with our customer base and observing the impact that the novel coronavirus disease outbreak is having on the hospitality sector and the travel industry as a whole.  As developments are moving quickly, I wanted to take this opportunity to provide an update on the steps we have taken in response to the outbreak and how they pertain to the services we provide for our hospitality customers, partners, and the greater community.

As we monitor the global impact of the outbreak, we will continue to provide around-the-clock support and technical service to our customers without any gaps in coverage. All customers will continue to receive the same level of access, service, and support on the INTELITY platform, including:

  • Full 24/7/365 platform availability and functionality;
  • Continued ongoing engagement with our Customer Success, Project Management, and Sales teams; and
  • Our Technical Support team continues to be available 24 hours a day, 7 days a week, via email at support@intelity.com, by accessing our online help center, or by phone at +1 (407) 965-2222. We will always respond within 2 hours for non-urgent issues and within 15 minutes for more urgent cases.

I also wanted to share with you that as of Tuesday, March 10, as a COVID-19 precautionary measure, INTELITY has updated our policies to implement a remote work environment and limited all non-essential travel for team members in order to ensure the safety of our employees, their families, and our customers. However, we are working closely with our server sites and supply chain partners, and we will continue to operate 24/7/365 and do not anticipate any disruption to the level of service we are providing.

These are challenging times for our industry, and we need to come together to tackle the difficulties that lie ahead. At INTELITY, we are doing our part by supporting our hotelier customers in their time of need. Be well, be safe, and let’s look out for each other.