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.

guest engagement

Extending the Reach of Your Casino Floor to Your Guest Rooms

How to Use In-Room Tablets to Engage Guests in Their Rooms

In-room tablets can be game-changers, so to speak, for casino resorts. In addition to guests being able to use in-room tablets for all the more familiar uses—such as requesting services, making reservations, and communicating directly with staff, as they would at any hotel—casino hotels have the added advantage of a fresh, new way to promote gaming, and special events directly to guests while they are most captive.

Operators can easily use in-room tablets to send special offers, targeted promotions, and casino floor updates in real-time when their guests are most engaged. Depending on where the property is located, some guests can even use in-room technology to gamble right from their room as some casino hotels now offer sports and other types of betting through in-room tablets or a mobile app.

One way they do this is by adding popular gaming apps to the in-room tablets and information and tips on how to play some of the more popular casino floor games. At some casino hotels, guests can also use tablets to get real-time keno and bingo results in their room, as well as to see who won daily drawings and receive real-time jackpot notifications. Using in-room technology in this manner means guests don’t have to worry about missing out on the excitement of the casino floor while in their rooms.

extending the reach of your casino floor with in-room tablets

Today’s core casino customers are generally between 55 and 75 years old and increasingly comfortable using digital devices, including in-room tablets and mobile apps, which makes adding gaming to digital devices a logical, and smart, next step. Also, once they arrive in their room and find the mobile app and in-room tablet integrated with the property’s loyalty program, they are apt to take advantage of customized and targeted promotions and other offers that encourage them to visit the casino floor.

Ultimately, casino guests are eager to spend their time gaming — not standing in lines — so a streamlined mobile check-in process means more time they can spend on the casino floor, or using the custom-branded in-room tablet for gaming while they are in their room.

INTELITY is the provider of the most robust guest engagement and staff management platform in hospitality. The platform features multiple customizable solutions designed to help operations optimize staff efficiencies, increase revenue opportunities, and further delight their guests.

A variety of casino properties, from the Cosmopolitan in Las Vegas to smaller tribal casino properties, like Angel of the Winds and Black Oak Casino, now use the INTELITY platform, and 7 Cedars also plans to implement the INTELITY platform at its new hotel scheduled to open in the summer of 2020. To learn more about how you can extend the reach of your casino floor with hospitality technology, schedule a demo with INTELITY today.

INTELITY will be attending WIGA in June, email demos@intelity.com to schedule a time to experience the INTELITY platform first hand.

Crafting a Smart Guest Experience with Hospitality Technology

It’s no secret that expectations surrounding the digital guest experience have changed. With more than 96 percent of modern hotel guests carrying smart devices, the obvious next step is ensuring that you provide your guests with a smart experience.

What Does a Smart Guest Experience Look Like?

A smart guest experience is one that anticipates and meets your guests’ needs by providing what they want when they want it. While this is partly achieved through excellent customer service, it also requires making the right technologies available—those that improve your guests’ experience and streamline your service delivery.

A “smart hotel” provides robust Wi-Fi, offers a mobile guest app that allows remote check-in and -out, mobile key, direct messaging, and the ability to control a guestroom’s environment and entertainment. Smart hotels also incorporate in-room tablets to increase guest engagement and back office solutions to track guest activity, send personalized offers, and connect staff more directly to guests.

How do You Create a Smart Guest Experience?

A smart guest experience should be crafted around a robust mobile strategy that extends beyond a mobile guest app. Your mobile strategy should include everything from a mobile version of your website to a strong social media presence, direct digital messaging, and in-app chat. These channels should all be available on a single, easy-to-use platform where travelers can choose how they want to communicate and are able to move seamlessly between secure digital solutions, so they feel comfortable sharing and accessing personal data.

Having a comprehensive mobile strategy is only a starting point. In order to create a truly smart guest experience, you will need to take your digital strategy up a notch. This means leveraging network-connected technologies such as data analytics and business intelligence, customer relationship management programs, AI, targeted guest marketing, and the Internet of Things (IoT).

Because these advanced technologies don’t work without a robust technology infrastructure, it’s critical to have that in order first. When creating a smart guest experience, you need to make sure all the software and technologies utilized at your property integrate seamlessly. Only then can you create the ultimate smart guest experience that improves your guests’ stays without feeling intrusive.

Implementing a Smart Guest Experience

It’s not enough to only have smart technologies in place. Your employees must be well-trained on how to best use those technologies to create a superior guest experience and streamline their daily tasks. Once your employees have been trained on how to effectively use the technology and software implemented at your property, you’ll be able to personalize, maximize, and monetize your guest experience.

Interested in learning more about how you can use technology to provide a smart guest experience at your property? Contact us today to learn more about the INTELITY platform and how it can help you increase guest engagement and streamline your daily operations.

Using the Right Technology to Connect Your Casino Hotel Guests to the Casino Floor

By Benjamin Keller, INTELITY Senior Vice President of Sales, West

As travelers become more reliant on mobile technology, it is increasingly important to make sure the right tools are in place for staff to effectively connect with guests before, during, and after their stay. Incorporating the right technology into your operations not only enhances the way your guests experience the property overall, but it also makes for easier check-in, Q&A response, and enticing guests onto the casino floor, perhaps with special offers or promotions.

Today’s core casino customers are 45-75 years old and they are increasingly attached to their mobile devices, which they can use to play online casino games, check their point balances, “card in” and even connect to their favorite gaming machines on the floor. Because these customers are already familiar with mobile technology in the casino context, incorporating mobile into a casino resort’s hotel operations can be a welcome addition for a more seamless connection. Casinos are unique in that many customers return to “stay and play.”

“Stay and play” guests are great when it comes to implementing advanced technology into operations. As repeat guests become familiar with having access to the freedom mobile technology offers, they will show preference to properties offering mobile solutions. It goes without saying that guests who stay at a casino resort are often very interested in spending time gaming, so by streamlining the check-in process with mobile check-in, management teams not only reduce long check-in lines and front desk friction but can also increase the amount of time their guests spend on the casino floor.

As a result, casino-resorts often have a high rate of mobile check-in. For example, INTELITY customer Angel of the Winds Casino Resort has seen a high percentage of its guests checking on their smartphones using the hotel’s guest app.

Angel of the Winds Assistant General Manager Jeff Wheatley said incorporating INTELITY has helped them create a seamless, highly-connective guest experience overall. “It’s important that casino-hotels provide guests with a friction-free experience that allows them to move effortlessly between their hotel room and the casino floor. Incorporating INTELITY’s hospitality platform has helped us create this connection. We’ve seen our guests, especially the repeat visitors, quickly adapt to using our mobile guest app and mobile key solutions to expedite the check-in and -out process and access their rooms.”

INTELITY’s mobile and in-room platform components can easily be integrated with existing loyalty programs and used to streamline a casino resort’s entire guest experience. In addition to providing guests with a digital connection to staff, mobile apps and in-room technology can also be used by management teams to serve guests customized, targeted offers and promotions that encourage them to visit the casino floor or engage further with the property.

INTELITY’s guest engagement and staff management platform gives connected travelers more control over their stay and provides management teams with intuitive back-office tools that can be used to gain insight into guests’ needs before, during and after their stay. The INTELITY platform is currently installed in a variety of casino properties, from the Cosmopolitan in Las Vegas to smaller tribal casino properties.

Benjamin Keller and his team will be present at NIGA 2019. To schedule a time to meet with him at NIGA, visit the INTELITY website or Booth #2509 at the convention.

How to Use Technology in Hospitality to Engage Millennials and Generation Z

Technology has completely changed the way we travel. We now expect flexibility, freedom, and control over every aspect of our journey. When it comes to managing travel, a study by the GBTA Foundation shows that 78 percent of Americans prefer to use self-service technology. That number will inevitably grow as Millennials and Generation Z continue to enter the market.

So, how do hoteliers meet the expectations of these two highly connected generations? How can they ensure that their guests have a seamless experience at their hotel? The answer is simple – by embracing technology and incorporating it into their workflow. Effective use of hospitality technology can increase guest engagement, improve performance across operations teams, and give guests more control over their experience.

Here are four key features that can help you better cater to these travelers and generally modernize your hotel’s guest experience:

Mobile Check-In

We know that guests want flexibility, convenience, and control when it comes to travel. Incorporating mobile check-in at your property not only reduces friction at the front desk, but it also saves your guests time and effort. With an app customized to your hotel, you can enable mobile check-in and guests can make requests before arrival.

Mobile Key

Giving your guests the ability to access their rooms with their mobile phone gives you the ability to allow them to bypass the front desk completely. Following a remote mobile check-in, guests can activate their mobile key and head straight to their room. Mobile key solutions also give guests access to the gym and spa facilities, meeting rooms, and other gated areas of your property. This is exactly the type of seamless experience your guests are experiencing through other aspects of their travel journey, like with airlines and ride-sharing services.

Voice

Today’s tech-savvy travelers want immediate answers to their questions. They want to find and access information easily, just as they do at home. It’s imperative that you provide your guests with engagement tools that don’t require making a call to the front desk. Using voice technology, you can provide guests with information about your hotel and the surrounding area. You can also notify them of upcoming special events and let them manage the lights and temperature in their room, and allow them to make reservations and bookings. Giving your guests many touch-points for engagement puts the control right where they want it, in their hands.

In-Room Tablets

Once your guest is in their room, in-room tablets offer a plethora of information previously housed in the printed compendium. Not only does have a tablet in the guestroom add to your tech-ambiance, but it gives your guests digital access to dining menus and links to restaurant reservations and spa bookings. Your staff can update these menus and links in real-time while your guests never need to pick up the phone. Guests can also use their in-room tablets to manage their environment (HVAC, lights, curtains) and TV. In-room tablets can give you a direct connection to your captive audience and can be used to promote social events and experiences happening on-property as well as offers tailored to your guests’ preferences, which in turn can increase revenue and drive your bottom line.

Many guests are looking for accommodations that provide them with the seamless convenience they experience in their own homes. Incorporating technology that can deliver on those expectations and keep guests engaged has become a necessity in the hospitality industry.

INTELITY provides a complete suite of guest experience and staff management tools that can help you increase guest engagement and streamline your daily operations. The enterprise platform, the broadest in the industry, integrates with over 120 operational systems including PMS, POS, room controls and loyalty programs through INTELITY Connect.

To learn more about how the INTELITY platform can help you engage Millennials and Gen. Z travelers and provide them with the seamless connectivity they expect, schedule a demo with a member of our team.