For years, hotels have been told to “go digital” to keep up with guest expectations. But the reality has been far less elegant: disconnected systems, clunky staff dashboards, and a constant cycle of patchwork integrations that create more headaches than solutions.
With GEMS 2.0, we’ve taken a hard look at how hospitality technology should actually work—for both staff and guests—and rebuilt our platform from the ground up. The result? A system that’s invisible to guests but indispensable to your team.
Here’s what’s new.
Real-Time Insights, Not Yesterday’s Data
In the past, hotels relied on static reports updated once a day. That meant managers were always reacting to yesterday’s problems, not today’s.
GEMS 2.0 flips that model. With integrated real-time analytics, properties can see what’s happening now: open service requests, dining order trends, staff response times, even anomalies that AI has flagged as potential issues.
Instead of combing through spreadsheets, teams get actionable intelligence right when it matters.
One Unified Guest Profile
Guests don’t care which system holds their information. They just expect your hotel to remember them.
GEMS 2.0 connects with PMS, POS, CRM, and IoT systems to build a single, unified profile across every touchpoint. That means staff have context at their fingertips: from room preferences and dining history to loyalty status and special requests.
For guests, the payoff is seamless recognition. For staff, it’s fewer blind spots and more opportunities to deliver high-touch service.
Automation That Actually Works
Hospitality has been buzzing about automation for years, but most solutions still leave staff re-keying requests or manually assigning tickets.
GEMS 2.0 changes that with AI-powered predictive routing. Requests are auto-assigned to the right department, anomalies like duplicate tickets are flagged, and repetitive tasks are eliminated.
The result: fewer errors, faster fulfillment, and more time for staff to focus on the interactions that really matter.
Fully Customizable Interface
No two properties are alike. That’s why GEMS 2.0 introduces six configurable UI layouts, dynamic theming, and multi-language support.
- Luxury brands can align the platform with strict brand guidelines.
- Boutique hotels can tailor layouts to match their unique identity.
- Multi-property groups can roll out a consistent experience at scale.
And because updates are self-serve, there’s no need to call IT for every tweak.
Real-Time Content Management
Menus change. Promotions expire. Guests expect updates instantly.
With GEMS 2.0, hoteliers can update dining menus, compendiums, and in-room promotions in real time—no backend tickets, no waiting. Staff drag and drop updates into place, and changes go live across every guest-facing channel, from in-room tablets to PWAs.
It’s a small shift with a big impact: guests always see what’s current, and staff waste less time pushing updates through legacy processes.
Centralized Device Management
Managing smart-room tablets, mobile keys, and casting devices used to require multiple logins and endless troubleshooting.
GEMS 2.0 introduces centralized device authentication and management, giving IT and operations teams a single pane of glass to monitor and control devices across the property.
It’s one less silo, one less bottleneck.
Designed for the Invisible Era
We built GEMS 2.0 with one philosophy in mind: technology should be invisible to the guest, but indispensable to the team. Guests don’t need to see the system—they just feel the results: faster service, personalized recognition, and consistent delivery across every touchpoint.
For staff, it’s a platform that doesn’t get in the way. It simplifies instead of complicates. It empowers instead of overwhelms.
Request a demo to see it in action! intelity.com/demo