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.

voice technology

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.

Top 10 Questions Guests Can Ask Alexa

Say “Hello” to the new voice of guest service.

Implementing voice technology can lead to an increase in guest satisfaction and elevate your guests’ overall experience at your property. Voice technology not only streamlines guest requests, but it can also save guests time.

Studies show that guests spend an average of 12 minutes adjusting the environment in their guest rooms but, by implementing voice technology and integrating it with your room controls, you give your guests back that time and the added convenience of controlling their guest room environment simply by speaking. Not only does voice technology save time, but it can also be used to create personalized experiences tailored to each guest. You can use voice technology to greet each guest and cater specifically to their needs, which goes a long way in creating an exceptional guest experience.

Many guests are used to interacting with voice technology at their own homes or through mobile assistants like Siri, and will be comfortable using it within their guest room. Voice-activated guest rooms can increase guest engagement by giving guests the ability to place in-room dining orders, make service requests, request information about the local area, and make reservations for your on-property restaurants or third-party partners.

So, how can guests use voice technology to engage with your property? Below, we’ve included a list of 10 questions your guests can ask Amazon’s Alexa. INTELITY’s voice solution, leveraged with Amazon’s Alexa, has unlimited possibilities for guest service requests. Check out some top examples below:

“Alexa, please turn on the lights.”

“Alexa, turn the AC to 70 degrees.”

“Alexa, ask the hotel to order me a Caesar salad.”

“Alexa, what time does the gym open tomorrow?”

“Alexa, please ask the hotel to retrieve a valet for me in 15 minutes.”

“Alexa, what are some local attractions?”

“Alexa, ask the hotel to bring more pillows.”

“Alexa, please send a check out request to the hotel.”

“Alexa, please set an alarm for 6 AM.”

“Alexa, ask the hotel to make a reservation at the Inn Grille tonight at 7.”

 
Interested in seeing a demo of the INTELITY voice solution? Schedule a demo with a member of our expert team today.