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.

mobile hotel app

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 Mobile Ordering Can Increase In-Room Dining Orders

Over the past few years, hotels across the world have experienced a decrease in in-room dining orders. In response to the steady decrease in in-room dining orders, several hotels have started to discontinue offering room service, but a recent study shows that 43 percent of guests still view room service as “very important” and 28 percent of guests say not offering room service is a deal breaker.

These results show that in-room dining is still a crucial part of the in-room experience for many guests. So how do hotels make sure they’re satisfying their guest demands without operating at a loss? Enter in-room technology and mobile ordering. By implementing technology like in-room tablets and mobile guest apps, hotels can provide guests with more services and access to mobile ordering.

Use Mobile Ordering to Increase In-Room Dining Orders

Digital menus and mobile ordering provide an effective solution to the decrease in in-room dining because it allows the customer to peruse the menu at their leisure without feeling rushed to place their order to a busy staff member over the phone, creates a more responsive atmosphere, and reduces the chance of error in in-room dining orders.

Offering a mobile ordering solution creates a smoother, more successful relationship with the customer because it streamlines the process and places the control in the hands of the consumer. Mobile ordering allows the hotel to keep its guests updated on the status of their orders and give them an estimated food arrival time. Not only does mobile ordering provide a more efficient, streamlined in-room dining process for the guest, it also improves the guests’ overall experience at the property. A 2016 study by Zebra Technologies found that 70 percent of guests want to use technology to decrease their wait times and improve their overall experience.

Aside from improving the overall guest experience, offering a mobile ordering option for in-room dining can also help hotels increase their bottom line by providing upselling opportunities throughout the ordering process. Studies have also shown that consumers are more likely to place larger orders when making a mobile order, especially when the menu features images of the food offered. Not only does including imagery of menu items lead to larger orders, but it can also dictate what the guest orders. In a study conducted by Iowa State, researchers tested displaying an image of a salad to kids at a YMCA camp. Campers who saw the salad photo were 70 percent more likely to order a salad for lunch than those who didn’t see the salad photo.

Conrad Indianapolis Experiences Success with Mobile Ordering

Conrad Indianapolis recently experienced the effectiveness of using mobile ordering for in-room dining. Just three months after launching INTELITY’s in-room tablets, the hotel saw digital dining orders increase by 444 percent and an average in-room dining check increase of almost 15 percent.

Mobile ordering is clearly an effective solution for the decline in in-room dining orders, especially when associated with an integrated back-end solution that automatically tracks the entire transaction. INTELITY has created a fully integrated, enterprise platform that allows hotels to improve their operational efficiencies and enhance their guest experience. Our cutting edge platform offers hotels the ability to seamlessly connect service industry workforces to their guests and enable hotels to improve their operational efficiencies and revenue.

Are you ready to incorporate advanced technology into your daily operations and work towards increasing your in-room dining orders? Contact us today to schedule a demo.