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 technology

4 Ways Hoteliers Can Use Tech to Streamline Daily Operations and Elevate Guest Experience

Providing an exceptional guest experience is paramount to any hotelier, but the modern traveler’s desire for a highly personalized digital interaction has created a challenge. Implementing a tech platform that streamlines daily operations, staff workflows, and offers expanded communication tools will lead to elevated guest service, and free up staff time so they can focus on crafting those exact experiences guests crave.

Here are four ways technology can be used to increase operational efficiency:

1. Streamline Daily Workflows

Incorporating a service optimization solution, such as a ticketing system, can go a long way in streamlining your staff’s daily activities and decreasing service delivery times. Using a ticketing system gives management and operations teams the ability to track, organize, and manage daily tasks and guest requests for more efficient management.

INTELITY’s newly enhanced ticketing system was crafted with hospitality operations teams in mind. Features like preventative maintenance, service recovery, and work order checklists give staff the ability to organize, track, and manage workflows and tasks while giving management teams a comprehensive view of all activity on property. The ticketing system also includes real-time escalations and notifications, so that service delivery times are reduced and the guest experience is elevated.

2. Access Real-Time Content Updates

Gone are the days where you have to spend countless hours reviewing and editing printing proofs only to update the content and go through the same process all over again a few months down the road. Using technology like mobile apps and in-room tablets, hoteliers can replace printed collateral and in-room compendiums with digital content hosted through those platforms.

At INTELITY, we’ve created a robust back-office solution that includes a comprehensive content management system that gives operations teams the ability to easily make real-time updates to their digital content across property.

3. Make Better Business Decisions

Hoteliers can use the data generated by their tech stack to make smarter business decisions and streamline their revenue dispersion. In-room tablets can lead to data that indicates which spa services are most popular at specific times, which in-room dining menu items are most popular during certain months, which items are requested most frequently from housekeeping, and much more. By using this type of data, management teams can gain further insight into what their guests want and how to best meet those needs.

INTELITY’s platform features robust business intelligence analytics to give hoteliers a complete view of activity across their property and provide rich insight into guest preference.

4. Personalize Your Guest Service

Today’s guests are looking for highly personalized service that is tailored to their unique preferences. Technology has made it easier to provide this type of custom service at scale. Using the data generated by guests’ reservations, stated preferences, and interactions with in-room devices, like in-room tablets and mobile apps, hoteliers can elevate their guest service and meet their guests’ expectations.

INTELITY Staff features Guest360™, which gives hoteliers snapshot of guests’ preferences and expectations in a single location. This unique feature provides operations teams with the information they need to craft the hyper-personalized experiences the modern traveler craves.

To learn more about how you can streamline daily operations and elevate guest service at your property, stop by the INTELITY booth at HITEC Minneapolis or schedule a demo of the INTELITY hospitality technology platform!

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!

How Hotels Are Using Technology to Gain a Competitive Advantage

Contributed by Kacey Bradley

The world of business is inherently competitive. Every industry has companies trying to rise to the top, which means impressing consumers by learning what they want and finding ways to make those things happen seamlessly. Businesses that invest in delivering on consumer expectations typically see an increase in brand loyalty, which leads to an increase in revenue.

This characteristic is especially true of the hospitality industry. When guests stay at a hotel, they’re looking for a place where they feel comfortable, safe, and have access to the conveniences they’re accustomed to in their daily lives, and hotels are in a race to perfect this.

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 generate more 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- 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 types of technology that can give a property a competitive advantage:

1. A Branded App

Mobile apps are the perfect solution for engaging guests before, during, and after their stay, especially when integrated with a property’s 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, allowing them to spend more time providing 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

Major brands, like Hilton and Marriott, have already implemented a form of keyless entry into their hotels and its quickly becoming the leading hotel technology trend. Implementing mobile key technology provides guests the convenience of reducing time at the front desk and prevents guests from ever losing or forgetting their room key. Mobile key technology also saves hotels money on printing costs and increases efficiencies because staff don’t have to spend time printing keycards or replacing lost room keys.

4. In-Room Tablets

In-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, and communicate 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 popular technology hotels are embracing is voice. Guests can use this 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 and remaining relevant is important in an industry as competitive as the hospitality industry. Successfully implementing the right technologies is an easy way to distinguish yourself from your competitors and cater to today’s tech-savvy travelers. Hospitality technology can change how guests experience a hotel and lead to repeat guests, positive reviews, and word-of-mouth referrals.

To learn more about how you can use hospitality technology to gain a competitive advantage, contact the experts at INTELITY to schedule a demo.

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.

Why Technology in the Hotel Industry is a ‘Must Have,’ Not an Extra

You will fall behind in your bookings if you fall behind in your technology, here’s why…

Technology is no longer just a nice “extra.” In the travel industry, using and providing the right kinds of technology has become an absolute necessity, so much so that AAA has revised its Approval Requirements and Dining Rating Guidelines in April 2018. The new requirements state that a hotel must incorporate advanced hospitality technology into their day-to-day operations.

In order to qualify for a 3-Diamond rating, a hotel must offer guests the ability to check-in and -out using mobile technology. A 4-Diamond rating will require a hotel to feature technology that allows guests to access guest-services through mobile devices AND the ability to check-in/out with mobile technology. For a 5-Diamond rating, a hotel must offer the previously mentioned hospitality technology as well as mobile key technology and advanced connectivity across guest interactions.

These new ratings now score hotels based on their ability to connect with their guests through advanced hospitality technology that goes beyond offering free Wi-Fi or USB ports. AAA now looks for hotels to offer content-rich mobile apps, mobile key technology, and self-check-in capabilities.

AAA Diamond ratings aside, guests themselves are demanding access to technology like mobile check-in/out and are more inclined to stay at locations that offer these options. The guest experience has always been the foundation of success in the hospitality industry, but in today’s review-driven society creating and maintaining guest satisfaction is paramount. Guests are looking for a seamless and personal experience that allows them to control every aspect of their stay and they’re looking for on-demand results.

Incorporating integrated connective technology into daily operations has become an important part of the guest experience. According to a 2017 Oracle Hospitality report, nearly 2/3rds of U.S. hotel guests consider technology “very or extremely important” to the guest experience and 80 percent of leisure travelers value the ability to use their mobile devices to request service from their hotels and/or message the hotel staff.

Guests not only want increased access to advanced hospitality technology, but they also want access to fully-integrated, content-rich, connective technology that provides them control over integral features of their hotel stay. Offering features like mobile check-in/out, mobile key access, and the ability to book activities outside the hotel or make reservations at local restaurants is no longer a nice “extra” for guests, it’s a must-have.

This is a massive shift for the travel industry and hotels must rethink their traditional approach, otherwise, these hyper-connected digital consumers will choose to stay elsewhere. Incorporating connective in-room technology and mobile check-in/out may also help increase hotels’ revenue and decrease their expenses by reducing printing costs and providing data on what guests favor on the in-room dining menu and other services.

Give your guests the option to check in online and use their phones to unlock their room door because many prefer to avoid the front desk altogether. Once in the room, guests should be able to stream their favorite entertainment to the TV and use their devices to request amenities, book reservations, and otherwise communicate with hotel staff.

Make sure you are offering the hospitality technology today’s travelers demand, or they will go elsewhere to find it.

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?