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Presenting the latest innovation and trends in hospitality technology and the products that are revolutionizing the service industry.

mobile technology for hospitality

Using the Right Technology to Connect Casino Hotel Guests to the Gaming Floor

By Benjamin Keller, INTELITY Senior Vice President of Sales, West

As travelers become more reliant on mobile technology, it is increasingly important to make sure the right tools are in place for staff to effectively connect with guests before, during, and after their stay. Enhancing your operations with the right technology options not only improves the way that guests experience the property overall, but it also introduces opportunities to make the check-in process more efficient, allow staff to better respond to guest requests, and entice guests to the casino floor with special offers and promotions.

Today’s core customers are 45 to 75 years old, and are increasingly using their mobile devices to play online casino games, check their point balances, “card in,” and even connect to their favorite gaming machines on the floor. Because these customers are already familiar with mobile technology in the casino context, introducing hospitality functionality into the mobile experience can be a welcome addition for a more seamless connection. Casinos are unique in that many customers return to “stay and play.”

“Stay and play” guests represent the perfect use case for implementing advanced technology into hotel operations. As repeat guests become familiar with having access to the freedom mobile technology offers, they will show preference to properties offering mobile solutions. It goes without saying that guests who stay at a casino resort are often very interested in spending time gaming, so by streamlining the check-in process with mobile check-in, management teams not only reduce long check-in lines and front desk friction but can also increase the amount of time their guests spend on the casino floor.

As a result, casino-resorts often have a high rate of mobile check-in. For example, INTELITY customer Angel of the Winds Casino Resort has seen a high percentage of its guests checking in on their smartphones using the hotel’s guest app.

Angel of the Winds Assistant General Manager Jeff Wheatley said that incorporating the INTELITY platform throughout their property has helped them create a seamless, highly-connected guest experience. “It’s important that casino-hotels provide guests with a friction-free experience that allows them to move effortlessly between their hotel room and the casino floor. Incorporating INTELITY’s hospitality platform has helped us create this connection. We’ve seen our guests, especially the repeat visitors, quickly adapt to using our mobile guest app and mobile key solutions to expedite the check-in and check-out process and access their rooms.”

INTELITY’s mobile and in-room platform components can easily be integrated with existing loyalty programs and used to streamline a casino resort’s entire guest experience. In addition to providing guests with a digital connection to staff, mobile apps and in-room technology can also be used by management teams to serve guests customized, targeted offers and promotions that encourage them to visit the casino floor or engage further with the property.

The INTELITY platform includes in-room tablets and customizable mobile apps containing robust guest-facing functionality, as well as a back-office dashboard that enables casinos to capture detailed performance data and streamline staff operations. In addition, the INTELITY solution integrates with over 150 software and hardware systems, including PMS, POS, in-room controls, spa management, and loyalty programs. INTELITY is in use by major casino properties, including Hard Rock Hotels & Casinos, The Cosmopolitan of Las Vegas, Angel of the Winds Casino Resort, and more.

Benjamin Keller and his team will be present at NIGA 2020. To schedule a time to meet with him at NIGA, click here to schedule a meeting or visit us at booth #806 during the tradeshow.

3 Ways Your Hotel Can Benefit from a Mobile App

Given the worldwide increase in smartphone usage, it should come as no surprise that nearly two-thirds of travelers rely on mobile apps during trips. OTAs, rideshare companies, and airlines have embraced this trend and created seamless mobile experiences for travelers. For hotels, offering a mobile app can not only meet travelers’ technology-focused expectations but can also greatly benefit the property and its staff.

Here are three ways in which your hotel, casino, or resort can benefit from offering a mobile app experience to guests:

Streamline the check-in experience

A mobile app can dramatically streamline the check-in process and reduce the amount of time spent at the front desk. Implementing mobile check-in and mobile key solutions into your app not only increases guest satisfaction, but it also reduces front desk friction and frees up time for staff to focus on providing more personalized guest service.

By putting the power of check-in (and check-out) into guests’ hands, hoteliers can manage room inventory more effectively. By allowing guests to initiate the check-in process via their mobile app before stepping foot onto your property, room assignments and availability can be better forecasted to ensure that each guest receives their selected room preference. Inventory can also be updated in real-time as customers check out using your mobile app, allowing for more timely updates compared to physically checking rooms for occupancy.

Perhaps the most immediate benefit of implementing mobile check-in is the cost savings from plastic room key reduction. Given that the life of an average key card is just 2.5 days, digitizing your keys can have a significant impact on your bottom line. Assuming that, on average, a single room uses 292 cards per year (two cards issued per day divided by the 2.5-day lifespan of a card), a single 100-room property could save upwards of $14,600 annually in key card costs alone (assuming a $0.50 cost per card).

Create new guest communication channels

Once your mobile app is downloaded, you have a direct line of communication with your target audience before, during, and after their stay. While the guest is staying at your property, they will be able to submit service requests, receive timely notifications and messages, and submit feedback in real-time. Over 60% of customers prefer self-service over speaking to a staff member — a mobile app helps to meet this expectation.

When a guest is able to submit a service request (dining, housekeeping, concierge, etc.) through their mobile app rather than over the phone or in person, a more efficient operational process is enabled. Service requests can be routed directly to the relevant department through your integrated PMS, ensuring that requests are always accurate and timely. In addition, the hotel staff can initiate communication with guests by sending relevant information through the app’s push notification feature. This keeps guests informed and happy, and can create new opportunities for ancillary revenue in the form of property-specific promotions and upselling opportunities.

Enable guest feedback and service recovery

benefits of mobile apps for hotels

One issue plaguing the hospitality industry is a lack of real-time insight into the guest experience. A mobile app allows you to capture this critical feedback by implementing surveys upon the completion of service requests. Capturing feedback from guests before they leave your property provides opportunities for real-time customer satisfaction monitoring as well as instant service recovery by proactively resolving any potential issues.

Through your app, you can also encourage guests to leave reviews on third-party sites and OTAs by sending timely push notifications and easy-to-fill forms. Capturing your audience’s attention upon a positive service experience can both prevent bad reviews and induce positive reviews. 76% of travelers say they would be willing to pay more for a hotel with higher TripAdvisor review scores; improving your third-party reviews allows you to increase your average daily rate (ADR) without sacrificing occupancy.

To learn more about how your property can benefit from introducing a guest-facing mobile app, sign up for INTELITY’s bi-weekly newsletter or contact demos@intelity.com.