A Blog by INTELITY

At Your Service

Presenting the latest innovation and trends in hospitality technology and the products that are revolutionizing the service industry.

Kacey Bradley

Mobile Tech: The Next Big Thing in Casino-Hotels

Why your property should implement a customized mobile app

Hospitality technology dates back to 1894 when the Netherland Hotel in New York City introduced the first in-room telephones for its guests. We’ve come a long way since things like telephones and even electricity represented impressive advances in hospitality tech. Smartphones and other mobile devices, like in-room tablets, have changed the way the hospitality industry communicates with and serves its customers. How can these technologies benefit casinos and casino-hotels?

mobile tech for casino hotels

Streamline Check-In

No one wants to see a long check-in line at their casino, no matter which side of the desk they’re on. Mobile check-in options are ideal for “stay-and-play” guests, allowing them to get checked in to their hotel room without standing in line. It’s also a boon for casino-hotels because it keeps your lines down and improves the overall customer experience. Plus, it quickly connects your hotel guests to the casino floor, which is why many of them are there in the first place.

If you already have a mobile app for your guests, regardless of its current functionality, you’ve laid the foundation for adopting technologies like mobile check-in and mobile key. Cut down on the front-desk friction and enable customers to go straight to their rooms so they can get out on the casino floor and play!

Highly Targeted Marketing Opportunities

Every modern smartphone possesses geolocation services. Most people use these for navigation or checking in on social media, but you can adapt them for your property to send out targeted promotions and special offers or to help your guests keep track of on-property events, sweepstakes and activities they might be interested in. Some states are employing this sort of technology for their lottery mobile app, giving users the tools to check winning numbers, purchase digital play slips before picking up their tickets at a retail location and even scanning tickets to see if they’re winners.

This tech is also useful for time-sensitive promotions, events, and activities. There’s nothing worse than seeing a customer who might have won a jackpot if they’d turned in their lottery ticket before the promotion ended. Again, you can incorporate this directly into your existing mobile app — or you can develop one to meet your new needs.

In-Room Customizations

Guests, especially those in the millennial generation, hate spending time talking on the phone. They prefer having access to messaging and mobile apps that allow them to engage with your property without ever having to pick up the phone. According to a 2018 survey, 75% say talking on the phone is too time-consuming, and 64% avoid this activity because they don’t want to interact with a person.

Because of that trend, if there’s something wrong with their room or they need something, millennials will avoid calling the front desk if at all possible. No matter how annoyed some people get, they often won’t do anything about it during their stay. Giving your guests a mobile app that allows them to request things from the front desk, control the environment in their room — from lighting to temperature and everything in between — or order room service without having to make a phone call will improve their experience at your property and encourage them to become repeat customers.

Cardless Interactions

No one wants to carry their debit or credit card in a casino if they can avoid it. Hotels are one of the biggest hotspots for credit card theft, from people skimming point-of-sale information to tech-savvy hackers who steal credit card information when guests log into unsecured Wi-Fi. Instead of insisting that customers carry their cards on hand, consider adopting a cardless system that works with your mobile app and the guest’s cell phone. Stations Casino’s Cardless Connect system is a perfect example. Guests sign up for a “boarding pass” through the app, and as long as they’ve got internet access, they can play at their favorite gaming tables and machines without having to worry about chips, cards or losing more money than they intended.

Next Steps

You might notice a trend with these suggestions: They all revolve around having a secure mobile app available for your guests to use. The hospitality industry may have been on the cutting edge of tech, but it’s time, and past time, for the casino-hotel market to start adopting these technologies to improve customer experience and retention across the board. INTELITY’s mobile solutions can easily be integrated with your existing loyalty program or brand app. In addition to streamlining guests’ experience and connecting them to staff, mobile apps can also be used by management teams to send targeted offers and promotions that encourage guests to engage further with the property.

To learn more about creating a customizable mobile app for your casino-hotel or to schedule a demo, contact the INTELITY team.

How Hotels Are Using Technology to Gain a Competitive Advantage

Contributed by Kacey Bradley

The world of business is inherently competitive. Every industry has companies trying to rise to the top, which means impressing consumers by learning what they want and finding ways to make those things happen seamlessly. Businesses that invest in delivering on consumer expectations typically see an increase in brand loyalty, which leads to an increase in revenue.

This characteristic is especially true of the hospitality industry. When guests stay at a hotel, they’re looking for a place where they feel comfortable, safe, and have access to the conveniences they’re accustomed to in their daily lives, and hotels are in a race to perfect this.

Technology has become a key component in giving one hotel an edge over another, especially with the increasing popularity of a digital-first approach among travelers. By implementing the right tech, hotels can impress guests, streamline operations, and generate more revenue. It’s critical for hoteliers to stay current with technological advancements, so they can keep pace with expectations.

Mobile devices are the easiest and best way to reach guests- the average hotel guest checks in with at least three mobile devices. Today’s travelers depend on them to provide information and easy access to essential features in their lives. Using mobile technology allows hoteliers to meet their guests where they’re already engaged.

Here are five types of technology that can give a property a competitive advantage:

1. A Branded App

Mobile apps are the perfect solution for engaging guests before, during, and after their stay, especially when integrated with a property’s existing loyalty program. Mobile app technology can also be beneficial in gaining insight into guest satisfaction and guest preferences, which can be used to improve the quality or types of services offered.

An app can track the most common types of guest requests, dining metrics and which menu items are the most popular, and how often they’re using the app to communicate with hotel staff. Management teams can use this information as a framework for making better business decisions and taking guest service to the next level.

2. Mobile Check-In

Mobile check-in is highly sought after by today’s self-service driven travelers. Giving your guests the ability to bypass the front desk not only enhances the guest experience, but it also frees up staff, allowing them to spend more time providing personalized guest service. Offering mobile check-in also incentivizes guests to download your property’s mobile app, which creates a further opportunity for upselling, pre-arrival communication, and to generally craft exceptional experiences.

3. Mobile Key

Major brands, like Hilton and Marriott, have already implemented a form of keyless entry into their hotels and its quickly becoming the leading hotel technology trend. Implementing mobile key technology provides guests the convenience of reducing time at the front desk and prevents guests from ever losing or forgetting their room key. Mobile key technology also saves hotels money on printing costs and increases efficiencies because staff don’t have to spend time printing keycards or replacing lost room keys.

4. In-Room Tablets

In-room tablets provide guests with easy access to hotel information and the ability to place service requests, order room service, control the in-room environment, and communicate with hotel staff. These digital compendiums can also be used to create upselling opportunities and promote upgrades and other special offers targeted to a guest’s preferences.

5. Voice-Controlled Rooms

Another popular technology hotels are embracing is voice. Guests can use this technology to turn on lights, control the TV, adjust the thermostat, and more. Voice technology can also be used to submit guest requests, make reservations, and provide guests with information about the local area. While voice technology may not be as necessary as some of the mobile technologies available, it plays a large role in enhancing the guest experience.

Staying ahead of the competition and remaining relevant is important in an industry as competitive as the hospitality industry. Successfully implementing the right technologies is an easy way to distinguish yourself from your competitors and cater to today’s tech-savvy travelers. Hospitality technology can change how guests experience a hotel and lead to repeat guests, positive reviews, and word-of-mouth referrals.

To learn more about how you can use hospitality technology to gain a competitive advantage, contact the experts at INTELITY to schedule a demo.