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.

technology for hotels

Is Your Hotel Ready for a Guest Experience Upgrade?

4 Questions to Ask When Choosing a Guest Experience Platform for Your Property

The MIT Sloan Management Review said it best, “Doing business digitally isn’t an ‘add technology and stir’ proposition.”  When choosing a hospitality technology platform to streamline your operations and bridge the connection between your guests and staff, it’s important to keep your end goal in mind.

You’ll need to consider where you want to be in several years and select the right tech that will help you future-proof your hotel. Selecting piecemeal one-point solutions at random or because they are the newest thing on the market can negatively impact the overall performance of your tech and become a burden for your IT staff to manage. Choosing and implementing solutions that integrate seamlessly with your existing tech is an essential part of the process.

To help you navigate through the sea of solutions out there, here are some questions to help you through the process:

Does it improve your guest experience and increase guest loyalty?

Your biggest goal, whether you are discussing back-of-house or guest-facing technology, should always be to improve the guest experience. The better the experience, the more likely guests will become loyal to your brand. Customer loyalty equates to an increase in revenue, both due to repeat guests and from guests sharing their positive experiences with their friends and social networks. According to a recent study performed by Brand Keys, a 7 percent increase in loyalty can boost lifetime profits per customer by as much as 85 percent, and a 3 percent increase in loyalty can lead to a 10 percent cost reduction.

Does it help you easily communicate with your guests?

Leverage solutions that streamline your guests’ experience with your property and make it easy for them to contact and communicate with your staff before, during, and after their stay. According to Travelport, 51 percent of travelers expect to communicate via text or messenger. Mobile and in-room technology give guests an easy way to make requests, place orders, make reservations or access information about your property, all without picking up a phone. It’s an elevated level of convenience and an opportunity for staff to manage requests effectively, delivering a better experience overall.

does your guest experience platform need an upgrade?

Can you access data that you can actually use?

Use data to make your staff more efficient and provide better guest service. Using the data generated by your tech platforms, you and your staff can make smarter business decisions, improve overall efficiency, and better manage your workflow and schedules. Use your data to anticipate guest needs, personalize experiences and exceed expectations!

Does it create a complete digital experience?

Your guests are booking online, using rideshares like Uber & Lyft, and getting through the airport with digital boarding passes. You need to give them the same experience when they get to your property. Give them access to check themselves in remotely, open their door using their mobile key, control their in-room environment, and easily stream content from their own Netflix account, all through one end-to-end platform. Not only will your guests consider yours a sophisticated property, but creating this kind of “tech ambiance” will appeal to digital natives and build more brand loyalty.

The right tech platform helps hoteliers to provide consistent, excellent service, which in turn creates brand loyalty amongst your guests. When satisfied customers become loyal and repeat visitors, it can drive increased revenue for your property. Bottom line: Delight your customers, and they will return!

With over 120 integrations across PMS, POS, room controls, locks and content providers, there is no other platform more built for seamless integration and implementation. To find out how to upgrade your guest experience today, Schedule a demo, sign up for our newsletter, or email us at demos@intelity.com.

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.