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 experience

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.

How to Use Personalization to Increase Guest Loyalty

Today’s travelers want hotels to provide them with personalized experiences tailored to their preferences. This fact is extensively covered within the industry, but why should hoteliers care? Studies show that hotels that take the time to create unique experiences customized to their guests’ preferences generate increased revenue per guest and strengthen brand loyalty.

So, how do you give your guests the service and experience they expect? Use technology to engage with them before, during, and after their stay and use the data generated by these interactions to build stronger relationships with your guests.

Create a Seamless Connection

How do you ensure your guests want to come back again and again and encourage their friends to do the same? Start by giving them a way to connect seamlessly with your staff. Research shows that hotel guests who are engaged during their stay are 40 percent more likely to return and will spend up to 46 percent more per year than disengaged guests.

In-room technology like mobile guest apps and in-room tablets allow you to create this connection without being invasive and give guests control over when they interact with your staff. Give your guests the opportunity to submit service requests, order room service, or request additional housekeeping items through these digital solutions. Mobile apps and in-room tablets can also be used to promote specials at your spa, bar, or restaurant to the right audience at the right time.

At the end of a guest’s stay, invite them back, ask them for feedback on their experience, and request they review or rate your property online. Shortly after their stay, follow-up with a personalized offer or promotion that keeps your property top of mind and encourages guests to return.

Understand One Size Does Not Fit All

Just like no two hotels are the same, no two guests are the same. It is important to remember this and create experiences that are truly personal and tailored. This can be as simple as displaying a welcome message on an in-room tablet or ensuring that a guest is offered their favorite corner room.

Guests have a wide variety of options when it comes to choosing accommodations, so making personalized experiences a rule rather than an exception will set you apart from your competitors. In an industry where consumers have more choices than ever before, it is important for you to understand your guests, what they want, and how to deliver on those wants.

At INTELITY, we’ve created a complete guest engagement and staff management platform that allows you to build better relationships with your guests, gain deeper insight into what your guests want, and develop increased brand loyalty. To learn more about our platform, schedule a demo today.

How Does In-Room Technology Change the Guest Experience

Hospitality can often have several definitions, but one main theme that stays consistent is catering to your guests’ real needs and desires. As technology is becoming more central to guests’ lives, their needs have changed. Hotels that adapt their guest experience to technology the fastest will be able to reap the benefits from this trend.

Here are some ways that in-room technology has changed the guest experience – for good.

Think Uber, For Hotels

8 years ago, no one thought to order a cab with the touch of their phone. Now, with Uber, it’s an expectation. 2 years ago, no one thought to pre-order fast food ahead online. Now, Starbucks. Panera. Chipotle. As the millennial generation has grown up with this technology, they will start to expect hotel services to work the same way.

Good Hospitality Never Goes Out of Style

The best technology makes your guest feel at home – whether that be placing an in-room tablet bedside so they can browse through articles, hotel information, concierge or a voice-activated solution where service is accessible with just a few voice commands. Any of these solutions means instant access to information as well as the replication of on-demand services guests are accustomed to at home.

But, removing the language barrier may be the biggest win in terms of guest comfort. No matter where guests are in the world, they will always feel at home with the ability to automatically change languages in seconds, on the solution that your guest chooses.

in-room technology changing guest experience

Technology Can Change Operations Too

Combine a staff-facing platform and guest-facing platform and you will see true value. When hotels begin to feed in an integrated back-end solution that blends in with the guest-facing solution, those efficiencies clearly show ROI.

Briefly:

  • Streamline guest requests – automated routing and integrations for guest request and order accuracy
  • Rich imagery and upsell options/features driving more sales
  • Reduce printing costs and consolidate in-room information
  • Reduce demand on the front desk and increase guest satisfaction by minimizing the time spent in lines
  • Business intelligence & analytical tools

It’s important to rebuild your operational practices and business model around your customer’s real needs and desires. Guests have changed over the last ten years with the adaption of technology. Have you?

How Can Voice Activated Rooms Improve Guest Satisfaction

Voice-activated hotels can provide a new era of customer satisfaction by saving time for guests and staff, giving guests a personalized experience, and becoming a new amenity that your hotel can market. Here, we break down the voice-activated hotel room and what it can do for your guests.

Saving time for your guests

From tablets to smartphones, people are spending more time in front of screens. The vast majority of Americans, 95 percent, now own a cellphone of some kind (Pew) Nearly 75% of Americans own a desktop or laptop, and 42 percent use voice assistants. (Pew). We can communicate with people on the other side of the world, look up the answer to a question in less than 30 seconds and stream entertainment almost flawlessly. While this is amazing as far as convenience goes, it’s leading to growing impatience in our society. We want things instantly.

A voice-activated hotel room is one way to save your guests the time they value so much.

On average, once a guest reaches their hotel room, they spend the first few minutes adjusting the temperature, figuring out the lighting, fiddling with the shower taps, and playing with the TV.

how voice activated rooms can improve guest satisfaction

In voice-activated hotel rooms, guests can walk in and set everything just the way they want it right away. They can adjust the temperature and turn on the lights, find out the weather for the day just by speaking. This leaves them with more time to enjoy their stay. Couple that with the convenience of not having to figure out a new world of switches, and you’ve got a happy customer.

how voice activated rooms can improve guest satisfaction

Personalization on a whole new level

To truly differentiate a brand, hotels must develop a strong service culture that makes a guest feel special and appreciated, in order for them to come back. With voice-activated hotel rooms, you have a powerful partner in helping them feel more at home in their rooms.

Having Alexas in the room lets hotels personalize the room experience with music, having the ability to request more towels rather than having to call down the front desk.

It’ll make the guests feel more welcome, more comfortable, and more impressed in their rooms. Which means that they’ll feel more like coming back next time they’re in town.

It can drive your hotel above the competition

Like several technologies, voice-activated rooms will probably become the norm way sooner than we may think. But for the now, it’s relatively exclusive — and things that are exclusive have lots of allure. Since they won’t find the feature elsewhere, future guests are going to want to stay in your hotel to experience it. That goes double for the type of guest looking for a luxury stay.

Plus, a good hotel room makes guests feel special and is a huge determinant of whether or not they enjoy their trip. So when they go home and tell everyone about their vacation, they’ll surely tell them about the fantastic hotel they stayed in and how the room was voice-activated. And when it comes to hotel marketing, we all know that a word of mouth review can do more than any digital ad or TV commercial.

how voice activated rooms can improve guest satisfaction

How to Get Your Hotel Guest To Download Your Mobile App

A hotel app has great potential to aid in cultivating satisfied, loyal guests if hotels can figure out how to embrace innovation and prove to guests that the app is designed with their best interest at heart. Features such as direct messaging, mobile check-in, and mobile hotel room key are a step in this direction, but it’s up to hoteliers to become more forward thinking in taking advantage of the opportunity that mobile presents to create a much-needed refreshment in the guest experience.

Once your hotel has determined that you will create a mobile app, and go through the process of developing and fine-tuning it, it’s now time to promote. Below are three INTELITY Hotel Partners who thought outside the box for gaining usage of their mobile app and created excitement for their guests.

Unico Hotel Rivera Maya

Unico created a list to post on their website of 10 things you didn’t know you could do on their app. They personalized it to their hotel’s unique amenities, such as read about the Kimbai art pieces in the lobby, pointing out features within the app including sending a digital posted card to loved ones and even upselling their spa services, such as booking a Volcanic Stone Massage.

Unico was able to highlight the exclusive amenities offered to their hotel while giving their guest a reason to check out the mobile app. As well their homepage also features the app, telling guests to make the most of their stay and to download the UNICO 20°87° Experience app.

Conrad Hotels & Resorts

Conrad Hotels & Resorts looked to use their mobile app Conrad Concierge within the Hilton Honors app to reach guests directly and immediately, without being unobtrusive. They were the first service-enabled hotel brand app made available in 2012 and surpassed 180,000 users in the first two years.

Their main goal was to increase sign-ups for the Hilton Honors loyalty program and provide mobile concierge services to guests. They used access to a suite of mobile features to serve as an incentive to get guests to download the app. To promote the app, they used several marketing techniques so that it would be a consistent message and reminder throughout their guests’ stay.

Conrad created a landing page announcing Conrad Concierge and defining its benefits for hotel guests.

Couples Resorts

Couples Resorts chose to announce the creation of their app along with their partnership with INTELITY in an informative press release. Their app focuses on amplifying the on-property experience to delight guests and provide additional support once they have booked a reservation with one of the brand’s resorts. Press releases often include images, videos and other multimedia which means they were able to convey their message in an interesting way. As well, the press release was distributed to millions of people around the world instantly through email and social media, expanding public knowledge about Couple’s new offering. Through the press release, Couples was able to create a buzz for the soon-to-be-released mobile app.

 

Mobilize the Guest Journey with Messaging

3 compelling reasons to choose Mobile Messaging over other service channels.

Welcome to the next era of customer service. Let’s start by taking a look at these statistics:

  • 97% of Americans use mobile text messaging at least once a day.
  • Texting takes up 14.1% of cell phone users’ time. (Nielsen)
  • 90% of all text messages are read in under 3 minutes. (Connect Mogul)
  • 80% of people are currently using texting for business. (eWeek)
  • One in five consumers is just as likely to prefer a text message from a business to a phone call. (ICMI)

Today’s guests have come to expect personalized service wherever they are, exactly when they want it — and fast. While mobile messaging will not be your only service channel, here are three compelling reasons to choose it over other service channels.

24/7 service – Give Guests the Convenience of Messaging Without Sacrificing Luxury Service

Guests want personal attention, even on a business trip or a short weekend vacation. Mobile messaging lets your guests have the convenience of the technology, without compromising the staff’s standard of luxury. A guest can use their preferred method of communication – like SMS or Facebook Messenger – to connect with the front desk at any time and receive an amazing service experience.

For instance, your guest has checked-in early but would like to play a round of golf before his room is ready. He can text you as he finished up on the golf course so you know he is ready to check in his room.

mobilize the guest journey with messaging

Your Hotel Can Still Have the ‘Human Touch’

Be there for your guests the way a good friend is – with mobile messaging. At the time of check out, let each of your guests know that can have instant access to someone at your hotel with SMS. Your hotel can do this in a variety of ways:

  • At the time of check-in, give the guest a business card along with their room key letting them know the designated number to text. Add a token of personalization by having your hotel staff write the name of the guest at the top of the card.
  • Before the guest checks in, your hotel can send a “pre-arrival checklist” and list the phone number and other ways your guest can contact the hotel before and during their stay.

mobilize the guest journey with messaging -1

Drive service costs down and ROI up

By utilizing text messaging, your hotel can boost agent productivity with a solution that lets staff manage multiple text conversations at once – with all the context and intelligence they need to resolve cases and deliver a luxury customer experience, every time.

For example, your guest sees a light bulb is burnt out in the bathroom. He can simply text a picture of the item and let your staff know of the maintenance issue.

INTELITY’s Messaging solution is a central portal that combines text and messaging platforms into one interface that hotel staff can use to respond to guests in real-time. The Messaging solution, with the help of INTELITY Staff, can be used to open tickets for guests and create a more efficient workflow.

mobilize the guest journey with messaging -2

With INTELITY’s Messaging solution, now any hotel can deliver a connected guest service experience at scale. Messaging allows hotels to adapt quickly and easily to guest’s ever-changing needs, within the award-winning INTELITY Staff platform. Finally, your hotel can deliver an amazing and effortless service experience that fits your brand and bottom line.

Conversational service is here. Stay ahead of today’s guests and start engaging them in the channel and messaging apps they prefer.