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.

guest satisfaction

INTELITY + KEYPR Meet Guests’ Mobile Demands

Study shows despite guests ongoing requests for more mobile engagement, few hotels are offering functionality everywhere guests want it; INTELITY + KEYPR can help

According to Hospitality Technology’s 2018 Customer Engagement Technology Study, hotels are slow to adopt the mobile functionality guests want. Over 40% of those surveyed want to do one or more of the following: use their smartphones and tablets to manage reservations, control the guest room environment, check in/out, request services, order room service, unlock their rooms, and more. However, fewer than half of all hotels currently offer a majority of these mobile features. According to the study, of the 24 mobile features guests want, only 3 are widely available (room reservations, loyalty program management, and on-property events).

The good news for hoteliers is that soon-to-be combined companies INTELITY + KEYPR can equip properties with up to 75% of the mobile functions guests want today, and even more, will be available in the future.

intelity and keypr meet guests' mobile demands

“Since INTELITY’s inception back in 2008, I have been amazed to witness firsthand the development in the hospitality technology space. Technology is truly disrupting the industry and mobile applications, in particular, are redefining how services are delivered,” said David Adelson, INTELITY President and CEO.

The study released last week shows that hotels are realizing the importance of adding mobile technology to all areas that touch the guest. Further findings revealed significant increases since 2017 in enablement of mobile check-in/out and room controls. The ability to bypass the front desk by activating a mobile key went up from 16% in 2017 to 35% today.

Merger = More

Upon completion of its merger with KEYPR, INTELITY will offer the broadest, most complete guest service and in-room technology platform available on mobile, tablet, TV, chat, voice, back-office, CMS, mobile key, and more. The combined platform will provide hotels with 20 out of the 24 mobile functions that travelers said they want in the 2018 CETS, including:

  1. Room reservations
  2. Loyalty program management
  3. Calendar of events
  4. Mobile check-in/out (with enhanced PMS integration)
  5. Search for hotels with location-based technology
  6. View property maps
  7. Take a consumer satisfaction survey
  8. Integration of mobile device and in-room TV
  9. Mobile room key
  10. Read/post reviews
  11. Request service
  12. Order room service (with enhanced POS integration)
  13. Retrieve bill (with enhanced PMS integration)
  14. Ability to change and manage reservation
  15. Purchase services
  16. Receive/redeem coupons
  17. Schedule wake-up calls
  18. Control guest room
  19. Access social media
  20. Ability to order/request services w/ voice control

intelity and keypr meet mobile guest demands

Demand for smart technology continues to grow. The capability to control guestroom TVs from mobile phones is up 22% over last year, and the ability to purchase hotel services such as spa, golf, etc. is up 22% as well; using a smartphone as a guest room key and ordering room service via a mobile device are both increased this year to 19%; and scheduling wake-up calls via mobile rose to 16%.

“In the last year, hotels have made strides toward meeting guests’ mobile demands,” said KEYPR CEO Robert Stevenson. “This is good news, but as an industry, we can do better. To deliver the most mobile services in ways guests are expecting takes choice, speed, convenience, empowerment, and ultimately value. It takes the INTELITY + KEYPR platform.”

Art Ovation Hotel Elevates its Gallery Experience with Intelity

Guests take Intelity’s portable In-Room Tablets with them as they tour the hotel, learn about each piece of art and its artist, and purchase the works.

Something extraordinary is happening in Sarasota, Fla. This month the Art Ovation Hotel Autograph Collection® opened its doors at 1255 North Palm Avenue as an active host, facilitator, patron, and partner of the arts. To enhance the hotel’s art gallery experience, the property equipped each of its 162 guestrooms with portable in-room tablets from Intelity. Guests can click on the Ovation Arts icon in the hotel’s mobile app, powered by Intelity, to see objects on display throughout the property, and they are encouraged to take the in-room tablets with them as they tour the gallery. Uploaded videos provide details on each work and its artist, and guests can purchase pieces directly through the mobile app.

Using Intelity tablets, our guests are engaging more closely with local artists and learning about their artistic expressions on display throughout our hotel,” said Front Office Manager Egemen Alici. “Together with the Ringling College of Art and Design, we are presenting an evolving array of unique, immersive, artistic experiences supported by exceptional hospitality in a dynamic, art-centric environment. Intelity is helping us bring these art experiences to life through the mobile app they created. Guests can view videos of the displays on their tablets prior to seeing them face-to-face, or they can tour our exhibitions with tablets in hand – and even buy art on the spot using the Ovation mobile app.”

At Art Ovation Hotel, guests are invited to interact and be part of the rotating art exhibitions that include live performances, tours, classes, talks, and workshops. All artists are local, and most originated from Ringling College. Works are donated to the hotel and exhibited throughout the property. Eighty percent of art sold goes to the artists and 20 percent is given to the Ringling College Fund. Artists visit the property daily; some perform while others draw in front of guests to get them more engaged.

Mobile Messaging

Soon hotel staff will begin using Intelity’s new mobile messaging portal. Part of the ICE platform, the messaging portal will enable guests to place requests with hotel staff via the messaging channel they choose, whether it be SMS text or social media. Whether the guest is at home, in route to the hotel, or touring the art exhibit, staff will have the messaging tools they need to reply to guest requests instantly and deliver on requests efficiently.

“The Art Ovation Hotel offers something imaginative, inspiring and extraordinary,” said Gregg Hopkins, Intelity Chief Sales, and Marketing Officer. “It presents an evolving array of unique, immersive, artistic experiences supported by inspired technology in a dynamic, art-centric environment. What’s really cool for guests is that they can preview all art on display first from their guestrooms by using our convenient iPads. They can also use them to request room service, set wake-up calls, request valet service, make dining reservations, facilitate check out and much more. But even before they step foot into the hotel, guests can use Intelity’s ICEweb to get a more complete, personalized look at the property. No matter how visitors prefer to interact with Art Ovation Hotel, Intelity is powering the engagement process every step of the way.

“We are thrilled that Art Ovation Hotel is a new Intelity customer,” he said. “We look forward to expanding our relationship and bringing the hotel’s dynamic art environment to life with our ICE solutions.”

Intelity Solutions Helping Hotels Achieve Higher AAA Diamond Ratings

Recent updates to AAA Diamond Rating Guidelines reflect the importance of connecting travelers and hoteliers via mobile technologies such as mobile apps, mobile keys, and mobile concierge

AAA has revised its Approval Requirements and Diamond Rating Guidelines to now “reflect the importance of connective technologies that allow guests and lodging operators to interact on an increasingly personalized basis.” What this means to hoteliers looking for a higher AAA Diamond Rating is they will now be expected to connect their guests to hotel staff and services by smartphones and tablets and keep them engaged via mobile apps, mobile keys, and mobile concierge services.

Here are a few ratings criteria that AAA inspectors will be looking for when reviewing property technologies:

  • Guest Services Category – Guest service is available by alternate means (digital application, texting, in-room device)
  • In-Room Dining – Service number is answered within three rings, or instant access is available through other device/system
  • Check-Out Services – Alternative check-out methods are available (mobile/online/in-room device)

“As developer of the world’s first and most widely used integrated guest-services platform, Intelity’s award-winning Interactive Customer Experience™(ICE) technology is equipping hotels with the guest-facing tools they need to improve their AAA Diamond Rating,” said David Adelson, Intelity CEO. “ICEapp, ICEweb, ICElobby, and ICEbedside are giving guests fingertip connectivity to the hotel along every step of their journey, from the moment reservations are made till long after travelers check out. By giving guests direct digital access to request things like room service, housekeeping or wake-up calls, hoteliers are revolutionizing and personalizing the guest experience.”

Connective Technology & Lodging Approval Requirement

To be classified as a “Distinguished” hotel and achieve a 3-Diamond rating, hotels much provide wireless Internet access throughout the property and include an additional connectivity option, such as a mobile device available for check-in/out.

A “Refined” hotel with a 4-Diamond rating must provide superior Internet speed and capacity throughout the property, must support remote guest-service access through mobile devices PLUS offer one additional technology feature, such as mobile key access.

The “Ultimate Luxury” classification for a 5-Diamond hotel rating requires “leading-edge technology” and must provide advanced guest connectivity capability across all guest interactions including front-desk, bell service, concierge, maintenance, food and beverage, housekeeping, and recreation, PLUS the hotel must offer one additional technology feature, such as mobile key access.

“Intelity has developed the guest services technologies that AAA inspectors are looking for to allow guests and lodging operators to interact on an increasingly personalized basis,” Adelson said. “Our MiKEY module facilitates Mobile Check-in, Mobile Check-out, and Mobile Key functionality. When guests download the hotel’s mobile app onto their devices of choice, as long as the app is powered by Intelity, they can book a hotel, check-in remotely, skip the traditional front-desk check in and use their smart device to securely unlock their room door. Even more exciting, our new ICEvoice virtual concierge solution enables guests to make service requests, adjust room controls or listen to music with just a few simple voice commands.

“We encourage any hotel looking for innovative, fun and interactive ways to improve their AAA Diamond rating to reach out to Intelity,” he said. “We’ve got the tools needed to connect hoteliers to guests, thereby serving them better than ever before. You don’t have to be a luxury hotel to offer AAA 5-Diamond service. All you need is Intelity.”