Guest Experience

January 15, 2025 by anna lasseter

Goodbye Cold Tech, Hello Human Touch: How INTELITY’s Rebellious Rebrand is Warming Up Hotel Technology

A lavender revolution is here in hospitality tech. At INTELITY, we’ve broken free from the corporate sea of blue and gray with a bold rebrand and a supercharged platform that reinvents the guest experience. With our GEMS 2.0 platform, we’re not just updating technology—we’re redefining what it means to serve.

TL;DR:

Breaking the mold: No more bland, corporate sameness—we’re making tech that feels human.

A bold new design: A look and feel that captures the warmth of hospitality.

GEMS 2.0 is here: Transforming technology from a chore into a seamless extension of exceptional service.

Built for people: Hospitality tech designed by humans, for humans.

The Brand Personality Problem in Hospitality Tech

Hospitality technology has been stuck in a rut. Endless blue logos, lifeless interfaces, and “enterprise-grade” solutions that forget the heart of hospitality—making people feel at home. We knew it was time for a change. Here is our answer:

“Why does ‘professional’ have to mean ‘boring’?” challenges Erin Ann, our Product Designer. “The world of hospitality deserves better—better colors, better design, and better humanity.”

Enter INTELITY’s new visual identity:

Soft lavender (#BD7AFF): A nod to warmth and beauty in tech.
Vivid blue (#1E67FF): A grounding element that keeps us innovative.
Deep indigo (#170D2E): A touch of luxury and mystery, evoking a night at an elegant hotel.

It’s not just a rebrand—it’s a movement toward design that mirrors the human touch.

This sentiment was set forth in INTELITY CEO Steve Proctor’s company manifesto stating “The truth is simple: Technology shouldn’t replace human connections – it should enhance them.”

The Gem That’s More Than Just Pretty

At the heart of this transformation is our new logo: the INTELITY Gem. This isn’t just an icon; it’s a visual promise. Every facet represents the way our technologies work together, creating a seamless guest experience as polished as a five-star concierge.

GEMS 2.0: Hospitality Tech That Whispers

We’ve built GEMS 2.0 to embody this philosophy. It’s tech that doesn’t scream for attention but works quietly in the background, ensuring every touchpoint is effortless and delightful. Here’s how:

Mobile check-in: Feels like a warm welcome, not a transaction.
Digital compendiums: Tailored to each guest without feeling intrusive.
Service automation: Anticipates needs like a seasoned concierge.
Invisible integration: Tech that knows when to shine and when to fade.

With GEMS 2.0, we’ve reimagined technology as an enabler of connection, not a replacement for it.

A Vision for the Future of Hospitality

INTELITY’s rebrand is about more than a new look—it’s about our mission:

Make digital experiences delightful, not demanding.
Honor tradition while embracing transformation.
Solve complex problems with intuitive, AI ready human-first solutions.

“We’re building technology that feels like a great hotel stay: memorable, seamless, and effortless,” says Intelity’s CPO Beza Worku. “You shouldn’t even notice it’s there—but you’ll feel the difference.”

Join Us on the Warm Side of Tech

In a world of cold interfaces and robotic interactions, INTELITY is creating something extraordinary: technology that feels human. We’re not just innovating—we’re reconnecting. The future of hospitality technology isn’t just functional—it’s familiar, inviting, and unmistakably warm.

Want to experience the difference? Visit INTELITY.com to see how we’re transforming the guest experience, one interaction at a time.

About INTELITY
INTELITY is the hospitality tech company that believes great service doesn’t have to feel like technology. Through our GEMS 2.0 platform and human-first design philosophy, we’re helping hotels deliver digital experiences that feel like their best staff members: efficient, intuitive, and wonderfully warm.

#HospitalityTech #HotelTechnology #GuestExperience #HospitalityInnovation #DigitalTransformation #HotelTech #INTELITY #GEMS2 #HotelManagement #GuestServices #RebrandStory #DesignInnovation

January 14, 2025 by anna lasseter

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

FOR IMMEDIATE RELEASE

NASHVILLE, TN (January 14, 2025) – INTELITY®, the leading guest experience platform in hospitality, today announced the release of GEMS 2.0, a transformative platform that unifies hotel guest data and digital touchpoints to enable truly personalized experiences. The release marks a significant milestone in CEO Steve Proctor’s modernization initiative, delivering on his promise to revolutionize the company’s core technology platform with innovative features that luxury properties demand.

“While the world talks about AI, many hotels are investing millions into disconnected technologies that create digital walls between them and their guests,” said Steve Proctor, CEO of INTELITY. “GEMS 2.0 reimagines the hotel technology stack – every digital touchpoint serves as both a service and a sensor, creating an intelligent ecosystem that enhances rather than replaces human connections. Our new platform ensures all guest experience touchpoints can be deployed and updated with unprecedented speed and security, while maintaining the elegant experience guests expect from luxury properties.”

The platform puts complete design control into hoteliers’ hands through six versatile layouts and enterprise-level branding tools. Properties can now create both simple and rich multi-layer experiences, schedule content dynamically throughout the guest journey, and gain actionable insights through built-in analytics – all through an intuitive interface that hotel staff can master in minutes. Together these features enable guests to consume more of what the property has already invested in providing increased ancillary revenue while simultaneously decreasing operational costs.

Amber Henson, Marketing Manager at Cal-a-Vie Health Spa, echoed this sentiment: “We are thrilled about the release of the new platform. This cutting-edge solution is designed to elevate the guest experience by making it effortless for users to navigate and access essential information at their fingertips. The platform not only ensures seamless access to information but also beautifully showcases our branding, delivering a visually stunning and cohesive experience.”

GEMS 2.0 delivers:

Enterprise-grade compendium control with six customizable layouts
AI-powered personalization through unified guest data
Intelligent service automation and digital concierge
Seamless mobile check-in and room access
Real-time content updates across all touchpoints

“We’re not just unifying hotel technology – we’re unleashing a new era of luxury hospitality where every digital touchpoint makes personal service more powerful. This is what the future of hospitality looks like,” added Proctor.

GEMS 2.0 is available worldwide starting today. Hotels can implement the platform in phases, prioritizing features based on specific needs while ensuring all data is consolidated from day one. Properties interested in learning more can schedule a demo at www.intelity.com.

About INTELITY
INTELITY is the global leader in guest experience management solutions for the hospitality industry. Through its advanced platform, INTELITY enables hoteliers to deliver seamless, personalized guest experiences that drive revenue and loyalty while optimizing operational efficiency. The company serves luxury hotels and resorts worldwide.

Media Contact:
Ben Velker
VP of Customer Performance
INTELITY
benjamin.velker@intelity.com
321-200-0407

Read on PRNEWSWIRE

—-

From Upsell Hassle to Harmony: Less Time on Phones, More Time with Guests

Request a Demo

December 14, 2024 by anna lasseter

From Upsell Hassle to Harmony: Less Time on Phones, More Time with Guests

Picture this: A mother of three slumps against the hotel lobby wall, desperately trying to entertain her overtired children after a long flight. Down the hall, a business executive paces outside his room, wincing at the constant ding of the nearby elevator that’s destined to disrupt his crucial presentation prep.

These are the daily realities that inspired Intelity’s revolutionary Upsell Solution.

Real Stories, Real Solutions

Meet Cindy, a seasoned mom-traveler who discovered the difference smart upselling can make. “I used to dread hotel check-ins with my kids,” she says. “Now, I secure early check-in, pre-book kid-friendly amenities, and walk straight to our room – no meltdowns required.”

For James, a frequent business traveler, the value lies in guaranteed tranquility. “I can’t risk a noisy room before major client meetings,” he explains. “Being able to specifically request and upgrade to a quiet zone room has been a game-changer for my productivity.”

Beyond the Upgrade: Building Digital Relationships That Matter

But here’s where it gets interesting: Intelity’s solution isn’t just about immediate conveniences. It’s quietly revolutionizing how hotels understand and serve their guests by creating dynamic guest profiles that evolve with each stay, learning and anticipating individual preferences, and transforming standard service into tailored experiences.

Imagine returning to a hotel that remembers you prefer rooms away from ice machines, automatically offers your favorite wine upon arrival, or knows you’ll want that late checkout because you always book red-eye flights.

The Staff Success Story: Less Time on Tasks, More Time with Guests

What makes Intelity’s Upsell Solution truly revolutionary isn’t just its guest-facing benefits – it’s how it transforms staff workflow. While some might see it as “one more system to manage,” the reality is quite the opposite. By moving upsell requests to a streamlined digital platform, staff spend less time on phones and more time creating meaningful guest experiences.

Picture your front desk on a busy morning. Instead of juggling phone calls about room upgrades while guests wait in line, your team can focus on providing warm, personal welcomes. The upsell requests? They’re already processed, organized, and integrated into your system before guests arrive.

What Hotels Are Saying

“What seemed like an extra step actually eliminated dozens of daily interruptions”
“Our team now spends that time where it matters most – with guests in front of us.”

A New Era of Efficiency

The beauty of Intelity’s system lies in its simplicity. With an intuitive interface, staff training takes minutes, not hours. The result? A tool that feels less like an additional task and more like a digital assistant, quietly handling upsell logistics while your team focuses on what they do best – creating exceptional guest experiences.

Think of it as replacing dozens of manual tasks with one streamlined solution. No more juggling phone calls about upgrades. No more explaining available options while other guests wait. No more rushing to coordinate last-minute room changes. Instead, your team gets to be what they signed up for – true hospitality professionals.

Why This Matters Now

In an era where Netflix knows your viewing preferences and Spotify curates your perfect playlist, hotels can’t afford to remain in the dark ages of standardized service. Intelity’s Upsell Solution bridges this gap, creating experiences that feel less like transactions and more like conversations with an old friend who just happens to run a hotel.

The future of hospitality isn’t about selling more – it’s about serving better. And in this future, everyone wins: guests get the experience they dream of, staff focus on meaningful interactions rather than routine requests, and hotels build lasting relationships while boosting their bottom line.

Ready to transform your hotel from a place to stay into a place to return to?

Schedule a demo now and see how Intelity’s Upsell Solution can revolutionize your guest experience.

September 8, 2023 by INTELITY

Benefits of a Tablet: How Smart-Room Tablets Increase Hotel Retail Revenue

There are many benefits of a tablet placed bedside in hotel rooms, including driving non-room revenue through guests’ retail purchases

If you haven’t made a digital retail store readily available to your hotel’s guests, you’re quite literally leaving money on the table. Don’t underestimate the possibilities of retail shopping to generate incremental non-room revenue for your property. Following the pandemic, it has become almost impossible to imagine a world without online shopping. According to Statista, 80% of all Americans shop online on a regular basis. And last year alone, e-commerce accounted for about $1.03 trillion in sales in the U.S. Additionally, it’s projected to hit $6.3 trillion globally by the end of 2023.

So, how can you as a hotelier utilize the benefits of a tablet to your advantage to drive non-room revenue? The following are a few ideas.

Shop the Gift Shop — From The Guest Room

Smart-room tablets that are positioned bedside are an easy way for guests who don’t want to download a property’s mobile app to still enjoy all the same conveniences hotel mobile apps have to offer, such as ordering in-room dining digitally, booking spa appointments, reviewing the latest hotel compendiums, and learning about current onsite activities, promotions, and amenities. But that’s not all. With smart-room tablets, guests can shop all of the items from your property’s gift shop from the comfort of their hotel room bed. Whether it’s hotel-branded T-shirts and yoga mats, lifestyle items that reflect your property’s vibe, or goods made by local artisans, all of your gift shop’s offerings can be easily browsed and purchased via a smart-room tablet, providing a familiar shopping experience for online consumers. Additionally, while in the comfort of their own hotel rooms, guests may be more inclined to make a purchase digitally that they might otherwise have forgone, or not even known about.

For big-ticket shoppers, a digital storefront on smart-room tablets also can be used to purchase the art pieces on display at your property or in-room furnishings, such as the pillows and bedding used in your guest rooms.

Browse Spa Offerings While Lounging in Their Rooms

Similar to a digital gift shop storefront, hoteliers can increase hotel revenue by making the products from their spa available for purchase through smart-room tablets. See a guest who recently completed a 90-minute massage at your spa? Send them a follow-up email asking their opinion of the service and provide links to the products the masseuse used during the massage that connects directly to your digital storefront. Similar to the gift shop, a spa’s storefront can offer high-end cosmetics, locally-made lotions and candles, and even towels and robes.

Increase Hotel Revenue By Increasing Productivity

On the operations side, a digital storefront is a straightforward way for staff to add and manage inventory, set availability, hide or reveal items as necessary, and use promotions and guest messaging to create awareness. Charges can be automatically added to the guest’s folio so no additional form of payment is required. Additionally, front desk staff won’t be tied up with guests waiting in line to purchase a hotel-branded hat and, instead, can tend to more urgent needs — reducing wait times and creating a happier staff and guest experience.

Want to learn more about the benefits of a tablet in an in-room setting? Curious how to increase revenue in hotels using smart-room tablets? Request a demo today.

August 22, 2023 by INTELITY

From Boutiques to Big Brands: How to Make Smart Choices When Investing in Hospitality Technology

3 key factors to keep in mind when making your next hotel tech investment

According to Unifocus, 81% of hoteliers in 2022 reported implementing and/or planning at least one major tech project. Whether you’re responsible for managing a single boutique hotel or a large chain of branded properties, it’s impossible to ignore the increasing upsides of investing in hotel tech. From seamless mobile check-in offerings to digital access to services, amenities and hotel staff, it’s easy to see why guests find increased value from tech-enabled interactions. Meeting expectations in this area is often rewarded with higher guest satisfaction and repeat business.

While the advantages of offering a digital-first hospitality experience are clear, it can be difficult to navigate the sea of options on the market. Here are a few strategies you can apply when looking to make smart choices that optimize the return on your tech investment.

Look for Ease of Use

If you’re deciding which hotel tech options to upgrade next, consider the importance of selecting a known platform that will make implementation a breeze. In a recent survey, 1 in 4 small independent hotels cited complexity as the biggest challenge for adopting new technology, and 1 in 3 indicated ease of use as the priority when choosing what tech to purchase. Regardless of the hotel or chain size, investing in any upgrades only to have them fall flat during implementation can be frustrating. Make sure when you select a hotel tech platform that it offers around-the-clock customer support in case something does go wrong. This can also ensure the implementation process will be a smooth one.

Embrace Mobile Technology

Cost is also a key factor in making coveted technology upgrades, but there’s good news for hotels of all sizes. According to Scotland-based hospitality firm Criton, guests’ mobile devices are “recognized as an essential tool for delivering and improving their travel experience.” More than 60% of respondents report using a hotel’s app, and 74% of guests said they would use this option if their favorite hotel offered it.

A branded hotel mobile app is a great way to personalize the guest experience. Using a branded mobile app, guests can check-in ahead of arrival, and, with keyless entry integration, head straight to their rooms to securely unlock their hotel room door using their phone as the key. Branded mobile apps also streamline the in-room dining process — allowing guests to view up-to-date menus and place orders all from the mobile app, just like they would DoorDash or Uber Eats. Also, guests can book spa appointments, browse hotel compendiums and request additional toiletries all with just a few taps of their smartphone.

A branded mobile app can provide a lower entry-point financially, while engaging guests and increasing loyalty. With a branded app solution, you’re also reaching guests long after they’re gone, increasing the opportunities for a repeat stay.

Hold Out for a Multi-Point Platform

While it may be tempting to select the most popular one-point solutions and try to fit them all together, you could be setting your property up for a tech stack nightmare. To ensure tech investments are worth their space in the budget, start with a platform that offers comprehensive solutions and exceptional support. Complexity doesn’t have to be an issue, and ease of use should be the expectation. Both components will lead to greater adoption and ultimately, value.

Want to learn more about how to deploy hotel tech at your property? Request a demo today.

July 11, 2023 by INTELITY

Hotel Technology 101: How Hotels Are Using Technology to Gain a Competitive Advantage

A few examples of how hotels are using technology to gain a competitive advantage

The hospitality industry can be inherently competitive — especially with the recent increase in summer travel. This means it’s imperative to woo consumers by leaning into what they want and finding ways to make those things happen seamlessly. Hotels that invest in delivering on consumer expectations will see an increase in brand loyalty, which leads to an increase in revenue.

When a guest stays at a hotel, they’re looking for a place where they feel comfortable and have access to the conveniences they’re accustomed to in their daily lives, and hotels are in a race to perfect this.

Hotel 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 drive non-room 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, especially as 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 examples of how hotels are using technology to gain a competitive advantage:

1. Branded Mobile Apps

Mobile apps are an ideal way to engage with guests before, during, and after their stay, especially when integrated with an 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’s time, allowing them to provide more 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

Implementing mobile key to your hotel technology provides guests with the convenience of reducing time at the front desk and prevents guests from ever losing or forgetting their room key. Mobile key also saves hotels money on plastic keycard costs and increases efficiency as staff doesn’t have to spend time programming keycards or replacing lost room keys.

4. Smart-Room Tablets

Smart-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, book spa appointments, shop the hotel’s gift shop, and communicate directly 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 example of how hotels are using technology to gain a competitive advantage is by embracing voice control. Guests can use this hotel 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 by deploying the latest hotel technology in the hospitality industry is important to maintaining a competitive edge. Successfully implementing the right technologies is an easy way to distinguish yourself from your competitors and cater to today’s tech-savvy travelers. Hotel technology can change how guests experience a their stay and lead to repeat guests, positive reviews, and word-of-mouth referrals.

To learn more about how you can use hotel technology to gain a competitive advantage at your property, request a demo today.

A Blog by INTELITY

At Your Service