The Umstead Hotel and Spa chose Intelity to install its innovative guest engagement solution on touchscreen tablets in guest rooms.
The Umstead Hotel and Spa is revolutionizing its guest experience through a partnership with Intelity, creator of the leading guest engagement and service SaaS platform in the world. The 5-star North Carolina hotel has installed in-room tablets running Intelity’s guest engagement software in all guest rooms, providing guests with the opportunity to take control over their stay into their own hands.
“In-room tablets make it easier for hotels to exceed guest expectations when it comes to the experience provided on property,” said Jason Seehafer, Executive Assistant Manager of Hotel Operations at The Umstead. “This technology is truly the future of hospitality, and we’re excited to offer it to our guests with Intelity as our partner. Their software is the best available to the industry and will be a great fit in our rooms.”
In addition to 42-inch TVs and free WiFi, the tablets will enhance the high-tech experience available to guests. ICE Bedside replaces alarm clock-radios and print collateral for a digital directory of instant access to hotel information and services. A panel of automated room controls also will allow guests to manipulate the guestroom environment through the tablets, such as adjusting lighting and temperature.
Intelity’s ICE platform offers benefits beyond the guest-facing interface with operational functionalities that can be leveraged by staff at The Umstead.
Requests made on the tablets log into the ICE Control System (ICS), which integrates with both the property management and ticketing systems for seamless data transfer. Back-end tools include digital content management, direct guest marketing, messaging, and access to business intelligence related to the tablet software. All guest requests are logged into the ICS where they can be assigned to appropriate departments and tracked for service response analysis.
Intelity CEO and President David Adelson said, “We’ve witnessed that in-room technology actually strengthens the ability of hotels to provide personalized attention throughout the guest experience. The tablets are a two-way link between the hotel and guests that allows guests to ask for what they want at their own convenience and enables hotels to provide guests with the resources they need to comfortably define their own stay.”
“Communication is now taking place in a more dynamic, efficient way than before when a guest would have to wait on a phone line to be connected to who they needed to speak with. This is more proactive and immediate.”
