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.

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What Are the Benefits of a Hotel App?

It’s no secret that mobile technology is the way of the future. In 2009, mobile app downloads reached 2.52 billion, and that number is projected to reach 268.69 billion in 2017. With technology rapidly evolving, hoteliers need to keep up with the evolving preferences of their guests by harnessing the benefits of a hotel app and other hospitality technology to gain an advantage over the competition. A recent survey revealed a hotel app and other hotel technology factor in the booking decisions of 70 percent of travelers.

“Today’s guests expect to be able to use their smartphones to do almost everything,” said George Corbin, senior vice president of digital, Marriott International. “They’re more mobile than ever and consider technology to be a central part of their lifestyle.”

By creating a hotel app that makes information and service more easily accessible for guests, hotels are able to attract more guests and reach a larger mobile audience, which is one of the primary benefits of a hotel app. The convenience for guests of using an app can increase guest satisfaction by giving them control of their stay in the palm of their hand. Guests can access the concierge for requests or questions within seconds or book hotel services such as massages and room service right from their mobile device.

Hotel apps give hoteliers the opportunity to create a luxury experience for their guests without stretching the budget. Giving hotel guests customized services and a convenient method to interact with hotel staff results in stronger brand perception and increases the likelihood that they will choose to stay at that hotel again in the future.

“Today’s guests expect to be able to use their smartphones to do almost everything.”

These hospitality apps afford hoteliers the opportunity to strengthen the relationship with guests, which can foster the development of guest loyalty and encourage members in hotel loyalty programs through incentives available to guests who take advantage of the hotel app. As an example, some hotel brands offer exclusive features, such as mobile key room entry or mobile check-in, only to hotel loyalty program members.

Other innovative features that can be made available to guests through a mobile hotel app include such things as location-based targeted messaging or push notifications hoteliers can use to alert guests to available marketing promotions.

One example of a hotel brand app that has performed particularly well in improving the guest experience is Conrad Concierge, the official app of Conrad Hotels & Resorts. It allows guests to experience top-notch service by replacing outdated methods with an innovative and seamless process to check in and out of rooms through their hotel app. Guests can even check in on their ride from the airport to one of the brand’s global properties, allowing them to minimize their time in long lines at the front desk and get to their hotel rooms more quickly.

Mobile check-in and –out, in addition to mobile room key technology, are among the more popular aspects of a hotel app and exemplify one of the outstanding benefits of a hotel app – streamlining hotel processes and making guests happier.

The use of technology in the hospitality industry has further increased the competitiveness within the industry, and hotels that want to stand out to their guests as leaders when it comes to comfort and convenience should look to where the interests of modern guests lie. As guests have continued to express an overwhelming preference for using mobile to communicate with staff and manage travel experiences, the benefits of a hotel app continue to become more apparent.

Hotelier Survey: Why Choose Intelity for Hotel Technology?

Adoption of hotel technology is the talk of the industry. About 54 percent of hoteliers plan to increase hotel technology budgets this year, and 19 percent plan to invest at least 9 percent or more of revenue on hotel IT needs. However, many in the industry express concern or frustration with the demands of expanded technological needs. A recent survey of hoteliers revealed the following hospitality technology challenges:

  • Keeping pace with guest expectations: 43%
  • Shortage of internal IT talent: 31%
  • Not finding technology sufficient to meet needs: 19%

Our company is the leading hotel app developer and provider of sophisticated software to the hospitality industry. With leadership that has experience in both hotel and IT management, we’re able to understand the unique needs of this industry to deliver results that matter. It’s no wonder Intelity is trusted by more hotel brands and individual properties around the world than any other company in this space.

“Intelity is the leader in bridging the gap between technology and hospitality.”

Our company is the leading hotel app developer and provider of sophisticated software to the hospitality industry. With leadership that has experience in both hotel and IT management, we’re able to understand the unique needs of this industry to deliver results that matter. It’s no wonder INTELITY is trusted by more hotel brands and individual properties around the world than any other company in this space.

So just why are we the leading name in hotel guest engagement technology? Here are comments from a hotelier survey of our clients on why they chose to partner with INTELITY for their hotel guest technology needs.

Couples Resorts Director of Operations Abe Issa: “We selected Intelity based on the company’s incredible proven record for developing solutions that deliver results. We were impressed by their reputation and portfolio of clients, and after our discussions with them, we realized they had the ability to meet all of the desired functionality we needed as well.”

Stephen Johnston, Boston Harbor Hotel Managing Director and General Manager: “We tested different guest service technology, but we opted for Intelity’s solutions because of the capabilities beyond the basic features. Our hotel needed a partner that offers integrations with our other systems. We’re also excited at the prospect of removing the majority of paper from our rooms.”

Dream Hollywood General Manager Ayo Akinsete: “It’s an incredible way to elevate engagement and improve brand perception. We’ve selected Intelity for this partnership because they’re the leaders in bridging the gap between technology and hospitality.”

Playa Largo Resort & Spa General Manager Shakir Hussain: “Intelity was the only company we considered as a partner for this project. Based on their level of expertise, we knew they would be able to meet all our needs for providing a high-quality in-room guest experience.”

Edie Rodriguez, Crystal Cruises President and CEO: “A key component to my vision for Crystal to continue as a leader in redefining luxury is to embrace technology and allow it to help streamline our guests’ experience. Not only does the Intelity platform make a significant step in this direction, but it also helps us reduce our paper consumption and inform our guests in a more efficient way.”

 

3 Examples of the Best Hotel Brand Technology

Hotel brand apps and other forms of technology are serving to connect guests with the industry.

The entire industry is buzzing about hotel technology and how to make the most of it. Figuring out how to use hospitality technology trends to help achieve goals, such as increase hotel revenue and guest satisfaction, can be challenging. Hotel brands are leading the charge when it comes to this, though, as a number of them have established innovative digital standards across their entire portfolio, from keyless hotel room entry to mobile check-in.

Among those around the world making headway with effectively leveraging technology, here are three hotel brands doing an exceptional job of making the most of new hospitality technology trends. “Conrad Concierge helps by putting the entire hotel experience in the hands of their guests via the technology they are using most often.” -Claire Newell, global travel expert, best-selling author

Conrad Hotels & Resorts

Conrad Hotels & Resorts, owned and operated by Hilton Worldwide, released a brand-wide enterprise mobile app a few years ago named Conrad Concierge. In fact, the brand was the first with an app that boasted integrated services at all 31 properties in its portfolio.

More than just basic, traditional luxury, Conrad puts a premium on exactly what a guest wants, which for the majority of guests includes meeting their digital needs. It’s the notion of “smart luxury,” and this brand is successfully defining the concept.

A central part of that is Conrad Concierge, which intuitively connects guests with a convenient means of communicating with staff for a variety of purposes – from general information room service orders to restaurant bookings. The hotel app even includes information about the local area of the Conrad hotel the guest is staying in.

Four Seasons Hotels & Resorts

Four Seasons Hotels & Resorts made headlines in summer 2015 when it became the latest luxury brand to launch a mobile app, which is the widest available of any in the hospitality industry with 96 included properties. The brand, long known for an exceptional mastery of high-touch service, was able to successfully embrace a high-touch and high-tech experience that still felt personalized.

A Forbes review of the app stated, “I’m here to report back that Four Seasons’ app-wise move has worked out well. It’s helpful and lovely to look at, and, most important, it’s unassuming. It’s there for you as a guest when you want it and it fades out of the experience when you don’t. The to-be-expected features of the app work just fine (Check-in, Check-out), and some of these expected features are super-handy, like the ‘local recommendations’ feature.”

In fact, the greatest success is “where the app moves over the line to functions that human employees can’t do for guests or can’t do as well,” like providing multilingual maps and directions to navigate the area around the hotels.

The Peninsula Hotels

Connected travelers demand the latest and greatest when it comes to hotel technology, and The Peninsula Hotels is among the most impressive brands when it comes to meeting these expectations.

For example, both The Peninsula Paris (styled as a modern European palace) and The Peninsula Hong Kong (known as the Grand Dame of the Far East) have been able to use multilingual touchscreen panels in guest rooms to tap into the hotel Internet of Things.

These in-room panels can control the lights, television, thermostat, curtains, and have access to Internet radio. The rooms come with three in-room tablets total that can also be used to order room service, turn on the Do Not Disturb sign, place housekeeping requests, and more, all through a sophisticated hospitality technology software system.