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.

hotel management

4 Ways INTELITY Staff Better Engages Your Employees

In an age when travelers expect instant service and immediate access to information, hoteliers must embrace technology that streamlines staff management and automates daily workflows so they can provide the best possible experience for their guests.

Staff management and service optimization tools provide solutions to common pain points. This type of technology seamlessly connects staff and guests, streamlines operational workflows, gives management teams the ability to monitor and track task status in real time, schedules and tracks preventative maintenance, and provides a dashboard of data-rich analytics that can guide and advise better business decisions. Giving employees the ability to streamline day-to-day operations and optimize their efficiency means they’ll be able to spend less time on administrative tasks and more time providing guests with elevated service.

INTELITY has created a robust staff management solution, INTELITY Staff, that can help you better engage your staff, streamline your operations, and increase your efficiencies across property. Using technology that engages your staff, streamlines their daily workflow, and integrates seamlessly into the other software systems has endless benefits. You’ll experience lower turnover, increased staff satisfaction, and improved guest service.

Here are some of the unique benefits INTELITY Staff offers hoteliers:

Guest-to-Staff and Staff-to-Staff Communication

INTELITY’s staff-facing tools allow employees to communicate better not only amongst themselves but also with guests. When it’s easier for staff and guests to converse, there is a better understanding of what guests want and less risk of human error in fulfilling requests.

INTELITY’s staff management platform also includes built-in escalation notifications to help with service recovery and enables properties to gather real-time feedback on guest satisfaction. The platform even monitors all in-room tablets from one centralized hub, performing automated software installations and upgrades and restarting them remotely, so devices are always up-to-date without disrupting your guests’ stay.

Cross-Department Workflow Management

The INTELITY Staff ticketing solution means you’ll never have to worry about a lost service request, work order, or in-room dining request. Because INTELITY Staff features a central location where management and staff can manage, track, and dispatch task-based work, and because both desktop and mobile versions sync their data, operations teams across property have access to real-time updates and notifications.

Properties can manage work orders, service recovery, preventative maintenance, service requests, and dining orders through INTELITY Staff’s comprehensive ticketing solution, which also integrates with other leading hospitality ticketing systems.

Generating In-Room Dining Revenue

Staff can use INTELITY’s food and beverage solutions to better manage in-room dining orders, reduce the risk of human error that comes with manual order-taking, and create additional revenue generating opportunities by utilizing built-in upselling and cross-selling features. Staff can also route and track orders while providing guests with status updates, as well as track order fulfillment times and sales revenue.

Digital Content Management  (CMS)

Hotels control all their own content through INTELITY Staff’s content management solution, a welcome upgrade from reviewing printing proofs and paying associated printing costs. It makes for simple control of your content and quick, easy updates. The software also lets you control services, permissions, user roles, and your image and video library.

Overall, significant data is available on usage, dining revenue, marketing, performance, and other efficiencies. This information is gathered and monitored in a customizable dashboard and helps a property deliver an exceptional guest experience and make better business decisions.

Engage Your Employees with INTELITY Staff

Implementing and establishing a successful digital culture begins with giving your employees the tools they need to succeed by training them on the technologies implemented at your property. Ensuring your employees are digitally literate and able to use the tools provided to them sets your staff and your property up for success.

To learn more about how INTELITY Staff can help engage your employees or to experience the platform for yourself, schedule a demo with a member of our team today!

Becoming a Jedi Master of Hospitality Technology

In this day and age, many businesses are embracing mobile as the Force that provides them with new capabilities to drive success. While these don’t necessarily include masterfully wielding a lightsaber, there are a number of benefits that should encourage you to embrace training and go from a Padawan to a digital Master.

For those in the hospitality industry, learning to successfully channel this technological energy can help address disturbances in the Force caused by dissatisfied guests, competition from other hotels or Airbnb, and increased booking revenue sharing with OTAs.

Here’s a guide to what you can expect as you embark on your mission to join the ranks of such greats as Yoda or Obi-Wan Kenobi.

Initiate

Your path to becoming a Master begins with the realization of the need for the Force in your life. Statistics and research all support the significance of mobile and technology in the travel and hospitality industries:

Once you’ve accepted that technology is a vital part of your future and embraced that you hold the potential to harness this tool within you, it’s time to begin your actual training.

Padawan

It all begins with learning the basic principles of the Force that will guide your mobile future. It’s easy to get overwhelmed with all of the information available, especially if you’re not particularly tech-savvy, but getting started is simple if you’ve got the right Master to guide your training.

Partnering with the right mobile Master, such as the expert team available at INTELITY, offers you the opportunity to learn quickly and leverage their experience to grant yourself access to more advanced capabilities. They can help you navigate some of the pitfalls and tests associated with the implementation of new technologies in order to seamlessly integrate digital features into your offered guest experience.

For instance, you can avoid wasting substantial internal resources on digital maintenance and focus on other important aspects of guest service delivery. You can also easily figure out the degree to which technology should play a role in your guest experience to determine the perfect balance of high touch versus high tech.

Jedi Knight

As you graduate to higher levels and expand your familiarity with the abilities of mobile technology, you’ll be able to learn how to more expertly wield your tech powers to not only complete basic engagement with guests, but also extend benefits to the back-of-house to improve your operational efficiency.

  • Communicate with guests at all stages of their travel journey
  • Capture more direct bookings through proprietary booking channels
  • Perform yield management
  • Minimize human error with reduced manual actions and data input
  • Monitor request fulfillment and service operations digitally

Putting your training into practice allows you to become more comfortable with using the Force to accomplish goals and employ it more creatively in the future to position it as a competitive advantage.

Jedi Master

At this level, you are finally at a point where you’ve unlocked much of the potential of the Force and can fully use your knowledge to inspire and benefit others.

A word of warning: with such great powers, you might find yourself tempted to cross to the Dark Side and begin misusing your capabilities. Some practices that could lead you to lose your way and following the tradition of the Sith Lords include:

  • Not providing a secure, private digital experience for guests
  • Sending guests impersonal, spam-like communication that provides no benefit to personalizing or enhancing their stay
  • Being reckless with information that guests trust you to safeguard, such as their name, preferences or payment data
  • Implementing technology that fails to serve a purpose or is difficult to use for both guests and staff

Becoming a Master in mobile technology is a challenge that can provide continuous returns on your investment if you seriously dedicate yourself to learning and implementing the appropriate innovation for your hotel or brand. Commit to expanding your use of technology in 2016 to unlock rewards that will help you remain a relevant player in an increasingly competitive market.

Executive Insight: Turn INTELITY Into Revenue This Holiday Season

EXECUTIVE INSIGHT

This post provides insight directly from a member of our executive committee, CEO & President David Adelson.

I wanted to offer a few tips on using technology this holiday season to capitalize on opportunities for revenue intake.

To start off, revenue management is defined most simply as selling the right thing to the right customer at the right price and time. It’s a newer science, but one that is necessary with recent changes to the landscape of the hospitality industry. It’s harder than ever to know who customers are, what they want, and what price they’re willing to pay for it.

But what if guests could tell you exactly what it was they wanted? What if you could get reliable information pertinent to building a robust revenue management strategy fed directly to you?

Before many of today’s technologies became available to hoteliers, a lot of revenue management was manual and difficult to track. Most hoteliers lacked the resources to effectively track all of the factors that play a part in knowing how to maximize revenue. Now, digital systems can provide more information than ever, and they can do it quickly and without the same amount of manual effort.

It’s something that was never before possible.

As one example of a digital system providing such benefits, INTELITY’s platform offers simple tools that combine digital access to hotel services with features designed to provide information about guest activity and preference to improve a hotel’s operations.

Guests can place food and beverage orders through a mobile interface on any variety of devices, from mobile guest apps and in-room tablets to laptops, and these are communicated directly into a back-end platform accessible by authorized members of the management or staff without a need for manual data re-entry. Guests can also make reservations at any of the property facilities, such as a restaurant or spa, feeding more behavioral information into the system for hotelier review.

Being able to access insight about guest demand and resource usage is invaluable to a hotelier looking to increase profits. In fact, all of the business intelligence available through the INTELITY Staff platform is easily accessible and potentially beneficial to increasing revenue and adjusting strategy to better anticipate demand, which consequently increases satisfaction.

Here are two general tips for using technology to enhance revenue opportunities this holiday season:

1. Pay attention to guests

Most people use technology as a way to connect, and there’s no better way for a business to connect to its customers. Participating in conversations with guests via digital channels is important all year, but more than ever during the holiday season, which is one of the peak seasons for the industry.

Make sure to have staff assigned around-the-clock to monitor and engage with guests on all channels, from online review sites to your social media accounts. It’s a stressful time of year, so you want to make sure your team is providing enhanced customer service in the right tone to alleviate your guests’ concerns or thank them appropriately if they offer appreciation for you making their season a little brighter.

2. Offer gifts

It’s better to give than to receive, and who doesn’t like gifts during this time of year? And there are plenty of gifts that your guests would love. Don’t just limit this to special room rates, although those are always appreciated. Discounts to use at the property during a stay is another great offering. A percentage off a mistletoe martini or a room service delivery of roast turkey is an offering that will have guests in good cheer.

It adds value for you to make these special offerings through your website or mobile app to increase traffic and number of app downloads. It also provides an incentive for your guests to actively engage with you via mobile technology to establish a long-term connection beyond their stay.

I wish everyone a successful holiday season, and if you want more ideas on increasing revenue all year long, schedule a demo with my team to get information about the latest innovations in hospitality technology, from mobile keyless room entry to in-room guest service tablets.

Executive Insight: 3 Ways to Use Tech to Scare Your Competition

EXECUTIVE INSIGHT
This post provides insight directly from a member of our executive committee, CEO & President David Adelson.

With the hospitality industry thriving, hotel construction on the rise, and the expansion of the sharing economy, hotels are facing more competition to accomplish the goal of heads in beds and establishing guest loyalty. It’s become extremely important for a hotelier to actively consider the unique points of value that his or her property offers target segments in comparison to others in the same market. The ability of a property or brand to be competitive is now about more than just price, although travelers are still definitely looking for great deals.

Mobility has had a major impact on the interaction between consumers and businesses, creating more opportunity for visibility and communication. It’s about listening to guests and providing them with the experience they want. Online social connectivity has revolutionized the ability of the consumer to communicate to brands what they’re looking for, which savvy brands can then use to determine how to improve positioning.

The best hotel brands and properties are the ones that can use new digital channels and tools to distinguish from competitors, reinforce brand awareness, and establish guest loyalty.

Here are a few ways technology can help you accomplish these goals:

Improve the guest experience

You can no longer deny that guests not only want the option to use technology during their stay, they expect it. No matter your target consumer demographic, mobile technology is going to be involved in your guests’ travel journey at some stage, and therefore is a powerful tool for you to utilize. Most importantly, it creates an open line of communication that helps you get to know guests better. Studies show that customers would rather text than place a phone call to solve customer service needs, so why not give them the option by making your staff available via mobile?

Technology can also allow guests to share information with a hotel about preferences and interests for a more personalized experience. Data has become a valuable component of technology use, and 73 percent of consumers are willing to share personal information if they feel they’re receiving sufficient benefit in return. As a result, hotels can apply data collected for more targeted marketing and advertising, and to efficiently push out information about relevant offers so that guests are left feeling more satisfied from interactions.

Monitor social conversations and guard brand reputation

These days, your customers are talking to you around the clock through a number of different channels, whether it’s Twitter, Facebook, TripAdvisor, Yelp, etc. Being an active participant in these digital conversations is vital to maintaining high levels of brand satisfaction and diverting potential crises. Nearly 8 in 10 guests reference online reviews before booking, and they are 3.9 times more likely to choose a hotel with higher reviews if pricing is similar. When negative feedback is shared online, it’s absolutely critical that a brand quickly and appropriately responds in some way – 87 percent of travelers said appropriate management response to a bad review improves the impression of a hotel.

Connecting with guests via mobile provides the added benefit of allowing them to immediately and directly share feedback from their experience via an app or mobile messaging. For example, INTELITY’s hospitality technology platform features a guest feedback solution that guests can use to send a rating of their stay to the hotel. Staff can then be proactive in addressing issues more quickly, even before they leave the property.

Streamline operations for better guest service and staff productivity

Great technology can improve things on the back end as well, indirectly resulting in benefits for guests and improve the perception of your brand. Technology reduces the heavy lifting for your team, making it easier to get through repetitive, tedious tasks. It also increases productivity. About half of all adults with Internet access say they feel more productive at work thanks to technology (compared to only 7 percent who feel less productive), while 35 percent say it increases the number of hours and amount of work they are able to complete. To again use INTELITY’s platform as an example, it includes tools that allow hotel staff to track guest requests to fulfillment. This allows management to gather insight on service response times and adjust procedures as necessary. Similarly, digital systems can help management employ stronger strategies to streamline relationships with customers.

For more information on some of the latest technologies, such as mobile key, to assist you in coming out ahead of your competitors, schedule a demo with a member of our team.