Delta Hotels and Resorts teamed up with Intelity to launch a brand-wide mobile app with the goal of allowing hotel guests to have a more personalized, elevated and local experience with the Delta brand. Guests who download the mobile app can use it to access a full range of guest services to enhance their stay at any of the brand’s 38 hotels and resorts throughout Canada, including the new flagship Delta Toronto®.
“At Delta, we are enhancing our guest technology services at all of our properties in order to provide a seamless experience for our guests when accessing products and services from the screen of their choice,” says Yu Jin, Chief Information Officer, Delta Hotels and Resorts. “The app takes Delta’s genuine service and delivers it directly into the hands of our guests at their convenience.”
Driven by Intelity’s ICE (Interactive Customer Experience) platform, the app offers brand-focused and property-focused content in both English and French to users at any point in their travel experience, from planning to post-stay.
The mobile app was custom built by Intelity’s development team to meet the brand’s unique specifications. The app will be the first of any Intelity created apps in the world to include 360-degree virtual tours and videos for guests to familiarize themselves with the properties. Virtual tours are available for a third of Delta’s hotel and resort locations, with plans to expand in 2015.
Guests can navigate to property-based content where they can select from a menu of concierge services. Localized information, such as weather, seasonal events, and tourist attractions near the hotel, is also available. Guests can use the app for express check-out with personalization options that include scheduling for taxi service upon departure, arranging for breakfast on the morning of check out, and an emailed copy of all hotel charges.
Two-way communication is also possible to allow property staff to market hotel services and promotions to guests and to allow guests to provide feedback and express preferences. For example, guests are prompted to complete a digital survey through the app about their dining experience at the hotel.
Members of Delta Privilege, the brand’s loyalty program, will also enjoy the ability to log in and access general account details through the app, while users who are new to Delta can explore information without any login or reservation code.
Services, such as ordering in-room dining, are available for current guests at any of the properties. A “Before You Arrive” feature also allows guests to make requests prior to arriving for their stay. This allows guests to personalize their stay and their room, including additional in-room amenities or a request for a hypo-allergenic room.
A software management platform allows brand and property management to edit all content in real time, monitor app usage, and view business intelligence and metrics related to guest activity. The data allows the hotel to move toward an even more personalized experience for guests based on their preferences. The app will send all guest requests to the ICE Request Manager, which the brand is using as its primary ticket management solution for the mobile app.
David Adelson, Intelity president and CEO, says, “Our team built the Delta mobile application from the ground up with the specific needs of the brand’s guests and staff in mind. We were able to provide them with a number of unique features and functionalities, and we’re thrilled to announce them as the first brand to use our ICE Request Manager as a primary mobile ticketing solution for the entire portfolio.”