At Your Service

Presenting the latest innovation and trends in hospitality technology and the products that are revolutionizing the service industry.

guest service

McLaren Technologies releases Australia’s first Keyless Hotel Entry

Schwartz Family Company invest in Intelity digital mobile key technology for new Crowne Plaza Hunter Valley mobile app

The key to guest satisfaction, sustainability, and overall hotel efficiency might actually be as simple as not making a traditional room key available. That’s the theory spearheading the trend for keyless hotel room entry, currently making headlines in Australia.

Mobile Key, a mobile room key solution by Intelity, debuted at the Crowne Plaza Hunter Valley earlier this month, presented as part of an innovative new service app supplied and installed by Asia Pacific’s leading hotel tech partner, McLaren Technologies. Headquartered out of Sydney and Singapore, McLaren were commissioned for the progressive project based on their strong expertise in delivering innovative and impactful hotel tech solutions across the region.

McLaren Technologies Managing Director Matthew White said, “McLaren was thrilled for the opportunity to work with Schwartz, one of Australia’s largest private investor hospitality entities and a true pioneer in terms of making significant investments in fresh technology initiatives in the Australian market.”

“We congratulate Schwartz on taking the initiative to embrace keyless entry at its popular Crowne Plaza Hunter Valley address, and all the convenience that Intelity’s mobile key solution entails as part of their new guest service app.”

McLaren has been providing keyless hotel room solutions as part of tailored hotel apps available to download on mobile devices in a variety of destinations beyond Australia since late 2014. In the past two years, mobile keys have made an appearance in several Australian hotels, however, Schwartz’ Crowne Plaza Hunter Valley version is believed to be the first of its kind to be delivered as part of a tailored full-service mobile guest app with a variety of other features available at the touch of a finger.

Mr. White said, “This style of platform drives benefits beyond guest room access into other important areas of the hotel, by providing management and staff with powerful capabilities across all aspects of the hotel’s operations. This ensures a more intuitive service for outstanding guest experience.”

To use the keyless entry function at the hotel, guests simply need to install the hotel’s branded app, and the hotel team digitally generates the keyless function on the day of check in. Essentially, guests will save time and bypass the service desk thanks to a push notification sent directly to their phone, along with the allocated room number, and can enter their room by simply waving the phone in front of the corresponding door.

“I have always been passionate about the use of technology that enhances the guest experience,” said Dr. Schwartz. “It has been a tremendous achievement by the team to establish the Crowne Plaza Hunter Valley as the first hotel in Australia to have a functioning keyless-entry system and pre-arrival check-in facility on its own app. We have already received excellent feedback from the innovation at the Crowne Plaza and we are now actively working to extend keyless-entry to other hotels in the Schwartz Family Group.”

“We are thrilled to be embracing this cutting-edge technology.” said Lachlan Walker, General Manager of Crowne Plaza Hunter Valley. “We’re deeply honored to be chosen to lead the charge within the Schwartz Family Company (SFC) portfolio, and the broader Australian hotel community.”

“The hospitality industry has shown tremendous growth in technologies aimed at enhancing the guest experience. Recent studies have shown that over 64% of travelers want engagement with their hotels via mobile devices including the ability to use their device as a room key. We are meeting our guests’ needs in the way that matters most to them.”

Schwartz owns more than a dozen hotels in key destinations across Australia from regional spots such as the Hunter Valley and the Blue Mountains to central CBD addresses in Canberra, Melbourne and Sydney (including the upcoming Sofitel Sydney at Darling Harbour set to launch in October 2017).
In addition to the Crowne Plaza Hunter Valley, McLaren also recently deployed Intelity’s mobile key solution at the new Skye Hotel Suites Parramatta and has two additional keyless room projects in Singapore due for completion later this month.

Intelity’s Enterprise App Now LIVE at Grupo Posadas Hotels

Available on iOS and Android mobile devices, Fiesta Rewards powered by Intelity will give guests direct access to hotel services and information at more than 130 properties in Mexico, including Live Aqua, Grand Fiesta/Fiesta Americana, Fiesta Inn, One Hotels and Gamma Hoteles

Intelity announces that the enterprise mobile app it developed for Grupo Posadas S.A.B. de C.V., the largest hotel operator in Mexico, is now LIVE at four brands: Live Aqua, Grand Fiesta / Fiesta Americana, Fiesta Inn, One Hotels, and Gamma Hoteles. The launch of the Fiesta Rewards app powered by Intelity will enable 130 properties to communicate with guests more effectively throughout their journey and provide them with direct access to hotel services and information. In addition to providing easy access for booking stays, facilitating mobile check-in and placing room service orders or service requests, the Fiesta Rewards app will enable members of its frequent traveler loyalty program (bearing the same name) to view their point balances and membership level.

“The Fiesta Rewards app powered by Intelity is like having a personal concierge at your fingertips,” said Javier Barrera, Posadas´s Vice President of Franchise. “It offers travelers the same level of service and hospitality our loyal customers have come to expect, but it’s accessible via a mobile platform. This enables guests to make the most of their travel experiences by having one-touch access to anything they may need, like requesting in-room amenities, setting the alarm clock, ordering room service, or scheduling activities. All this, plus information about the hotel’s location and services, as well as directions to the hotel and even the local weather, is available with just a tap on the Fiesta Rewards app. We are pleased that as of today, Posadas is delivering the attentive service our guests demand in a mobile platform they appreciate.”

Fiesta Rewards leverages the Intelity platform, expanding the elegant guest-facing interface into a full enterprise-level digital eco-system. The guest-facing interface is managed through the ICE Control System to empower hotel management and staff with the ability to monitor the entire platform. Operational features include digital content management, direct guest marketing, messaging, business intelligence, and ticket management through the included Intelity Request Manager. The Request Manager enables tracking of guest requests through to fulfillment and provides insight into service performance.

“Gearing up for this launch has been a year in the making, but it’s been well worth the wait for Posadas properties and their guests,” said Intelity CEO and President David Adelson. “Fiesta Rewards is a vehicle for delivering instant gratification to today’s modern travelers – especially Millennials. Today, Posada’s high-profile brands across Mexico can now give travelers access to virtually anything they need from anywhere; whether they are across the globe booking a trip of a lifetime or poolside placing an order for lunch. Fiesta Rewards also facilitates digital guest feedback through our integration partnership with TripAdvisor, as well as ensuring guest-data protection through the Gigya customer-identity management platform. Whether you are drawn to a Posadas destination by lifestyle, luxury or adventure, the new Fiesta Rewards app powered by Intelity will deliver a frictionless, memorable experience.”

Intelity Reveals Messaging System at HITEC

‘Guest to Staff’ communications now available module of ICE Control System or as a stand-alone freemium offering

Today at HITEC, Intelity is making an unprecedented offer to hoteliers. The company is launching a new messaging solution as part of its award-winning ICE Control System (ICS) platform and also offering the module at no cost to qualified hospitality organizations. The new 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 lounging poolside, staff will have the messaging tools they need to reply to guest requests instantly and deliver on requests efficiently. Better yet, any company wanting to offer this two-way SMS messaging service to their customers can do so by white-labeling the messaging technology from Intelity.

“Every hotel should have the ability to communicate with their guests in a way that they prefer without breaking the bank for owners,” said Intelity Chief Sales and Marketing Officer Gregg Hopkins. “Therefore, we are offering the single-channel SMS texting service version of our messaging solution absolutely FREE to any qualified hospitality organization. To receive it, hotels simply text their name, company name, and email address to Intelity at (407) 499-4030 to request an invitation to use the messaging solution. Once approved, we will provide them with instructions on how to download Mercury. In doing so, hotel guests will have immediate access to a convenient portal to make requests or voice complaints, while hoteliers can use it as a revenue generator and a vehicle for enhancing guest service.”

Intelity will also reveal a multi-channel version of the messaging solution that will extend the two-way SMS messaging service to the hotel’s social channels. This will enable travelers to communicate directly with the hotel via the hotel’s Facebook page now, and soon include Twitter and other social media channels. The messaging solution will route the message to the hotel and the appropriate staff member will provide a prompt reply.

“We invite all HITEC 2017 attendees to visit Booth #722 to see why Intelity remains the leader of hospitality solutions that strengthen the relationship between hotels and their guests,” Hopkins said.

Intelity Unveils Mobile Device Manager at HITEC

This innovative solution developed by Intelity to be available to any company wanting to manage on-premises mobile devices such as tablets and TVs used by guests and staff

Today at HITEC, Intelity is unveiling a mobile device manager designed by the company to notify personnel when a mobile device – such as an in-room guest tablet or other handheld device used by staff – is online/offline, the battery is low, or the device has left the room or designated area. With the addition of mobile device management, hotels now have a single platform for controlling the physical devices used to deliver two-way mobile communications to hotel staff and guests. Better yet, this proprietary technology can now be utilized by any company using Intelity mobile guest apps and related devices to strengthen the relationship between themselves and their customers.

“Intelity continues to be a leader in this vertical by developing innovative solutions that complement our existing platform,” said Intelity Chief Sales and Marketing Officer Gregg Hopkins. “This tool is so robust and serves a specific requirement in our complete guest service platform of managing on-premises mobile devices. Wrangler contains the features hoteliers need for their environments, and it’s available to our customers as part of their SAAS (Software as a Service) fees.

“Mobile device management will keep hotel staff and mobile devices working at peak performance,” Hopkins said. “By remotely viewing and controlling these technologies in real time, hoteliers are dramatically raising the bar on guest service and mobile engagement.”

Kaba and Intelity Announce Collaboration: Simplifies Mobile Key and Guest Services Deployment for the Hospitality Industry

Kaba and Intelity Team to Deliver App-Based Mobile Keys to Hotel Guests

Kaba and Intelity announce they have established a cooperative development agreement. The relationship enables the companies to combine their industry-leading technologies to make mobile key access more readily available to a wide range of hotels that include brands and independent properties. Additional mobile key-related guest services available through the joint Kaba – Intelity application include mobile check-in and check-out, hotel information, wake up calls, housekeeping, and flight information.

Kaba’s Mobile Access Solutions are in operation at many chains and independent properties around the world. Intelity is the leading provider of hospitality guest services solutions. Kaba provides the Saflok™ and ILCO™ brands of electronic locks. Intelity’s ICE (Interactive Customer Experience™) platform combines digital guest service access with tools for improved operational efficiency and has been used by more than 5 million guests at hotel partners on six different continents.

A further upgraded version of the basic Kaba-Intelity application will enable hoteliers to integrate the mobile key platform with other hotel management systems including point-of-sale and property management systems and take advantage of access, to business intelligence systems, content control and direct messaging to guests.

Kaba + Intelity = Seamless Mobile Access

Kaba’s Vice President of Marketing Stephen Pollack said, “The collaborative Kaba – Intelity development will make it easier for hotel operators to provide secure, convenient mobile key access to hotel guests.” Kaba and Intelity will work together to deliver mobile key access to virtually any property. The companies will provide a secure seamless platform that allows guests with appropriate authorization to bypass the front desk and use their handheld or tablet device to enter their rooms.

Intelity CEO & President David Adelson said, “We’re excited to unveil this integration as the scalable mobile solution the industry has been waiting for. Whether a hotelier wants the most advanced features or prefers a minimal digital imprint at their property, they can benefit from introducing this application. It streamlines the guest experience and affords new conveniences to hotel staff.”

For a glimpse into the latest developments between two industry leaders, visit Booth 2003, November 8-10 at the HX – Hotel Experience – Jacob K. Javits Convention Center, New York, NY.

Latest Kaba RFID locks are mobile access ready

All Kaba RFID door locks shipped today that are mobile-access iOS and Android compatible give operators a flexible choice of guest entry options. Kaba mobile enabled locks use a cloud-based mobile key delivery system and BLE (Bluetooth Low Energy) to provide a seamless, reliable, and highly secure guest experience. The flexibility of Kaba’s Mobile Access Solutions ensures that properties can meet travelers’ emerging demand for greater mobile compatibility. Guests can check-in online with their mobile device, and use it during their stay as their very own mobile room key.

Are you ready for mobile access? Download a 6-point checklist for hoteliers

Is your property ready to install mobile access door lock systems for a superior guest experience? Find out now. Click here to download Kaba’s white paper: “How Hoteliers Can Get to Secure Mobile Key: Understand what lies beyond the Tip of the Mobile Access Iceberg”

Kaba – Beyond Security

With its innovative products, systems, and services, globally active technology group Kaba (part of dorma+kaba Holding AG, SIX Swiss Exchange: DOKA) is a leading provider of high-quality access management solutions, locks, cylinders, physical access systems, enterprise data and time recording, and hotel access systems. The Group is also the global market leader for high security locks, key blanks, transponder keys, and key manufacturing machines. For more than 150 years, Kaba has set trends in security and beyond – in terms of functionality, convenience, and design — always with a focus on optimum value to customers. Kaba provides the Saflok and ILCO electronic locking solutions. www.kaba.com and www.kabalodging.com

dorma+kaba – an industry leader emerges

The merger of the businesses of Kaba Group, headquartered in Rümlang (Switzerland) and Dorma Group, based in Ennepetal (Germany), was completed on 1 September 2015. Together, dorma+kaba is one of the top 3 global companies in the market for security and access solutions, with pro forma sales of over CHF 2 billion, and around 16,000 employees.

SIX Swiss Exchange: DOKA (formerly: KABN / KABNE)

Further information at www.dormakaba.com

About Intelity

Intelity, headquartered in Orlando, Florida, is the creator of the world’s first and most widely used integrated guest services platform, ICE (Interactive Customer Experience™). With certified integrations to all major hotel back-end management systems (POS, PMS, Ticketing, Spa and Room Controls), Intelity’s ICE is a centralized property-automation system that delivers concierge-level services, guest request tracking and fulfillment, business-intelligence analytics, marketing/messaging capabilities, and a full content management system. Since beginning operations in 2007, the Inc. 5000 company has gained a reputation as a leader in hospitality technology with installations across six continents, including most major brands and many celebrated independent properties. Intelity recently received Best Mobile App in Hospitality from Travel Weekly’s Magellan Awards and World’s Leading Hotel Brand App from the World Travel Awards. For more information, please call 1-888-RevPAR-1 (1-888-738-7271).

Marmara Park Avenue Opens with Intelity’s ICE in Guest Rooms

New luxury boutique hotel, Marmara Park Avenue, aims to provide the quintessential New York experience, and to further this, the hotel has partnered with leading hospitality technology provider Intelity. This partnership allows the hotel to offer guests modern, high-tech touches to enhance their stay using ICE (Interactive Customer Experience™) guest service technology.

“It’s important to us to offer guests everything they need or want to take advantage of their time in this beautiful city, and our hotel’s digital amenities will play an integral role,” said Nur Ercan-Magden, General Manager of Marmara Park Avenue. “The entire hotel is mainly outfitted with items and art created locally, but for our guest services technology, we chose to work with Intelity because of its reputation for sophisticated, world-class solutions.”

Each of the hotel’s 128 guest rooms comes with an Intelity in-room tablet installed with ICE that functions as a digital alarm clock-radio and a personal virtual concierge. Guests can access and request a full array of services, from scheduling wake-up calls to reviewing restaurant menus.

A new mobile guest app downloadable to personal devices also provides guests with a digital portal to key information for planning their stay and communicating directly with hotel staff. Even before they arrive at the property, guests can use the app to enhance their stay.

The benefits extend beyond just the guest-facing features. Automatically included with ICE is the ICE Control System (ICS), a management system that allows staff to easily update content and track usage of both the in-room and mobile applications. A built-in ticketing system notifies managers of new guest requests via desktop or mobile devices and also allows the requests to be assigned to specific departments. Staff can also message guests with important information or marketing promotions.

Intelity CEO and President David Adelson said, “Marmara Park Avenue is a perfect fit for our technology because guests who stay there will find it to be perfect tool for staying connected with not only the hotel staff but also the surrounding area in a city that can be overwhelming to some with so much to see and do. ICE will enable the hotel to give the support and attention each individual guest needs.”