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.

mobile devices

INTELITY and KEYPR to Merge, Accelerating Growth and Scale in the Hospitality Technology Sector

Merger of two industry-leading companies combines technical knowledge, customer relationships, and complementary product set.

INTELITY, the leading integrated mobile and in-room technology provider for the global travel industry, and KEYPR, an enterprise provider of cloud-based guest experience and management solutions to hotels, casinos, and luxury residences, today announced at HITEC a planned merger between the two companies.

The merger between INTELITY and KEYPR will bring a strong product line and a talented, global workforce that will significantly strengthen the group’s expertise in hotel mobile and in-room technologies. With over fifteen years of combined expertise and hundreds of thousands of guest rooms served, this consolidation is a huge step forward for hospitality technology. Together, the merged companies become the single largest, most mature enterprise platform available within the travel industry covering all touch points of the hotel guest and employee journey.

Branded as INTELITY, the combined company will be by far the broadest, most deeply integrated, comprehensive hospitality platform on the market. The expected result in revenue synergies and combined platform offering creates a massive separation from the next closest competitors in the segment.

“After recently celebrating INTELITY’s 10th Anniversary, this important and strategic merger will strengthen Intelity’s position in the hospitality sector and accelerate our move into this and other key markets,” said David Adelson, President and CEO of INTELITY. “With many hotel companies at a crossroads in their mobile and in-room technology strategies, and the technology provider landscape fragmented, INTELITY and KEYPR are committed to playing a key role in partnering with the hotel industry to address its challenges. The combination of KEYPR’s expertise and exceptional solutions with Intelity’s scale and global reach will enable us to deliver a comprehensive set of integrated high-value solutions and services to the hotel and adjacent industries.”

“With such high fragmentation in the hospitality segment, this merger with INTELITY is great news for the growth of our platform and our customers,” said Robert Stevenson, CEO of KEYPR. “Over the past 4 years, we have built a massively successful business and have established KEYPR as by far the lead upcoming player in the industry. By merging with INTELITY’s incredible depth and market penetration, we will have by far the most robust platform to take that success to the next level and offer increased value to our combined customers.”

Some of the immediate, advanced offerings available include:

  • The Complete Guest Mobile Journey
    • Check-in, digital key, guest services, digital concierge, in-app chat
    • Available through Native iOS and Android Platforms, plus Mobile Web
  • The Complete In-Room Solution
    • Customizable tablets for limited and full-service properties
    • Seamless TV casting from a guest’s mobile device or in-room tablet
    • Voice Activated Guest Rooms using Alexa and Google Assistant
  • The Complete Messaging Chat Solution
    • In-app chat available on mobile and in-room Tablets
    • Guest Text, SMS, Social available to communicate with hotel staff
  • The Complete Integrated Solution
    • Over 100 certified, secure, discreet Integrations with 3rd party vendors
    • API available for existing hotel or enterprise brand-wide guest apps, for functionality including structured service requests or chat
  • The Complete Staff Management System
    • Staff-facing operations dashboard (desktop and mobile)
    • Superior real-time content controls
    • Immersive business intelligence
    • Guest-to-Staff, Staff-to-Staff request fulfillment
    • Robust marketing and advertising functionality

Visit the INTELITY website to view the complete platform.

Small Inn is Big on Guest Engagement with Intelity

Mobile app powered by Intelity is improving communications and streamlining check in at the Jackson’s Falls Country Inn in Milford, Canada

This month the Jackson’s Falls Country Inn in Milford, Canada, began engaging with its guests via a custom mobile app powered by Intelity. Equipped with the Intelity mobile app, guests staying at the nine-bedroom boutique inn and restaurant in Prince Edward County (PEC) have more control over their stay, including the flexibility to use their mobile devices to check themselves in and out.

“Jackson’s Falls Country Inn is a small family business,” said Lee Lewis, property owner and chef. “In the past, it was difficult to connect with guests. If I was in the kitchen preparing dinner, I wasn’t easily accessible to answer questions. Also, travelers seldom arrive right at check-in time. Because we are in the heart of wine country, guests may stop at a winery, tour a local brewery or just sightsee around PEC before arriving at the Inn. They shouldn’t be rushed or feel stressed because they are running late. The beauty of being on vacation and staying at a small country inn is having the freedom to roam, relax and enjoy life on your own terms. With Intelity’s mobile app, I don’t have to wait around for people to check-in; I can be off tending the organic garden, preparing a meal or refreshing a room. And, when guests do arrive on property, rather than searching me out, they can check themselves in using the mobile app. They don’t have to engage with staff unless they want to.”

The mobile app from Intelity gives guests greater control over their stay by turning their mobile devices into guest service tools, whether they are physically on premises or offsite – literally anywhere else in the world. Orders and requests can be placed even before guests arrive at the Inn. The app facilitates room service requests, schedules wake-up calls and valet assistance makes a restaurant reservation, and easily checks guests in and out.

“The mobile app isn’t replacing personalized service, it’s enhancing it,” Lewis said. “Perhaps a couple that just checked-in gets to their room and realizes they’re hungry, but they want some downtime in the room before venturing out again. Through the app, they can order a bottle of wine with a local cheese plate to be delivered to the room. Without the app, that service wasn’t previously available. We are so happy to have found Intelity. There are a lot of mobile app developers out there, but few have the functionality of the Intelity mobile app.”

By June, Lewis said she plans to add the lobby tablet solution from Intelity. By placing a tablet computer in the lobby, those guests who prefer not to download the Inn’s app will have access to the same services via the tablet. Intelity’s lobby solution will provide a resource for guests to find information to frequently asked questions and solve common needs. It will reduce strain on staff and enable them to focus on more detailed guest requests and operating procedures. Intelity’s lobby solution will provide general information on Jackson’s Falls Inn and Restaurant, offer maps to local attractions and much more.

“We are delighted that this rustic, casual and cozy country inn is relying on Intelity to better engage with its guests,” said Gregg Hopkins, Intelity chief sales and marketing officer. “This is a one-of-a-kind lodging experience that fuses European and First Nation cultures in its dining room and décor. Through our app, Jackson’s Falls Country Inn and Restaurant can share its rich history with guests. The Public House Restaurant, comprised of a dining room, bar and guest lounge, was originally built in 1870 as a one-room public school house. Guests enjoy local wines and craft beers on tap here while indulging on indigenous wild foods prepared by Lee. Then, they can retreat to the inn which lodges the nine guestrooms. It is the perfect venue for small events, corporate retreats or travelers just looking for some quiet, country charm. More importantly, Jackson’s Falls Country Inn is proof that you don’t need to be a large resort to benefit from Intelity’s guest-service tools. Size doesn’t matter; it’s guest engagement that counts.”

 

Intelity Mobile Messaging System FREE to Qualified Hotels

‘Guest-to-Staff’ communication tool is now available as a module of the Intelity Guest Service Platform or as a stand-alone freemium offering; White-labeling the messaging app is also being offered

Hotels are realizing the importance of messaging to build loyalty, increase engagement and enhance guest’s overall experience. According to Skift, an expected additional 1.1 billion new users are set to adopt messaging by the end of 2018, for a total of 3.6 billion users, making “messaging” the new social media. To help hoteliers stay competitive and communicate with their guests more efficiently, Intelity has designed a new Unified Messaging Portal to enable guests to place requests with hotel staff via the messaging channel of their choice, whether it be SMS text or social media. Messaging is Intelity’s new tool, being offered at ZERO cost for the SMS-only version to qualifying hospitality organizations or upgrade to the full version to include Facebook messaging.

“If you have a mobile device, then you likely have a messaging app on it,” said Gregg Hopkins, Chief Sales and Marketing Officer at Intelity. “Messaging apps have completely changed the way that people communicate, and they’ve become ubiquitous in today’s world, especially in the travel industry. For hoteliers, a messaging platform will enable guests to access information and basic service offerings quickly and seamlessly. With more and more hotels looking for ways to create personalized experiences for guests, messaging apps are a desired channel for driving two-way communications.

“Whether the guest is at home, in route to the hotel, or lounging poolside, they will have the messaging tools they need to make requests instantly and efficiently,” he said. “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.”

Consider these statistics:

  • Messaging apps are now 20% bigger than social networks. (Business Insider Intelligence)
  • Studies have found that 36% of consumers using messaging apps are using two or more of them on their phones. The majority (64%) of consumers use at least one messaging app. (Media Kix)
  • Texting is the most widely used and frequently used app on a smartphone, with 97% of Americans using it at least once a day. (Pew Internet)
  • Over 80% of adults text, making it the most common cell phone activity. (Pew Internet)
  • Text messages have a 98% open rate; email has only a 20% open rate. (Mobile Marketing Watch)
  • Text messaging has a 45% response rate, while email only has a 6% response rate. (Velocify)
  • Texting takes up 14.1% of cell phone users’ time. (Nielsen)
  • 90% of all text messages are read in under 3 minutes. (Connect Mogul)
  • 80% of people are currently using texting for business. (eWeek)
  • One in five consumers is just as likely to prefer a text message from a business to a phone call. (ICMI)

“Messaging is becoming a big game changer for the hotels,” Hopkins said. “Most of the major chains have already begun implementing messaging into their branded apps. While apps are proving to be personalized, adaptive, and responsive, they are also expensive to develop and implement. Intelity created Messaging to collect data from guests (namely buying behaviors and preferences), so hotels could drive target marketing and leverage upsell opportunities.”

GETTING MESSAGING
Today, Intelity is offering a single-channel SMS texting service version of Messaging 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 Messaging. Once approved, Intelity will provide hoteliers with instructions on how to download Messaging. In doing so, hotel guests will have immediate access to a convenient portal to make requests, while hoteliers can use it to push through customer requests in a centralized interface resulting in more efficient hotel operations.

UPGRADE TO FULL MESSAGING
Intelity has also developed a multi-channel version of Messaging 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, and will soon include Twitter and other means of communication. Messaging will route the message to the hotel and the appropriate staff member will provide a prompt reply.

“Messaging is the perfect complement to any hotel’s mobile or digital strategy,” Hopkins said. “For those hotels that don’t already have the Intelity Guest Service platform, Messaging will extend your hotel’s ability to remain in communication with guests beyond their initial stay. For those supplementing ICE: Control Panel with Messaging or white labeling it as their stand-alone messaging app, this tool will keep your hotel top-of-mind for guests and engage with them along every step of their journey.”

Intelity is Helping Hotels Meet Traveler’s Mobile Demands

Study shows mobile technology is dictating the experience guests expect and demand; Intelity is meeting those demands with mobile check-in/out, mobile key and more

With the 2018 budget season quickly approaching, hoteliers need to evaluate their customers’ needs today to identify which technologies will help them engage with guests of tomorrow. Those who are unaware of what their customers will be expecting/demanding in the coming year should reference the 2017 Customer Engagement Technology Study. According to the 6th annual report, 57% of hotel guests are expecting/demanding mobile check out (but only 24% of hotels provide it), 54% are expecting/demanding mobile check-in (but its only available at 35% of hotels), and 45% of guests are expecting/demanding a mobile key be sent to their smartphones so they can bypass long lines at the front desk (but that service is only available in 16% of hotels).

Meeting these specific demands is not as daunting as one may think. Today, a growing number of hotels worldwide are already meeting guests’ expectations/demands with the mobile key module of the Intelity Guest Service Platform. This mobile platform enables the Mobile Check-in, Mobile Check-out, and Mobile Key functionality that today’s hoteliers are looking for. Presented as a mobile app that is downloaded on a smart device (phone or tablet), guests 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. The Intelity mobile key solution integrates with a hotel’s existing Bluetooth Low Energy door locks to streamline the check-in experience. The transmitted key code is safely stored in a key vault on the mobile app. When a guest arrives at his or her room door, they touch the mobile key icon within the app, and their personal digital key information is transmitted via Bluetooth over a secure communication channel to unlock the door.

“Findings from this study show that more than three-fourths of consumers surveyed would like to use innovative and new technologies when interacting with hotels because they feel it positively impacts their overall experience,” said Gregg Hopkins, Intelity chief sales and marketing officer. “If the technology-driven service is delivered ‘seamlessly, flawlessly and friction-free at every touchpoint,’ it’s a win-win for guests and staff. The key to successful technology implementation stems from a proper balance between people, business process and technology. This balance is the fundamental core of the Intelity Guest Services Platform.

“Our solution facilitates mobile guest service when it’s wanted and enables personalized staff interaction when it’s not,” he said. “Hoteliers who will be budgeting for a hyper-mobile, personalized engagement strategy in 2018 will find that MiKEY equips them with the service platform their guests expect and demand, and their staff needs and appreciates.”

Guests Want Even More . . .

Hyper-connected guests are expecting/demanding even more mobile capabilities while on property. Here are a few mobile features guests say are important while on property, identified by the Hospitality Technology study:

  • 62% of hotel guests say the ability to request services via their smart devices is important
  • 55% would like to order room service, schedule a wake-up call or pay their bill via mobile means
  • 52% think controlling the room (i.e. lights, drapes, temperature) via mobile device would be cool
  • 42% want to see integration between their mobile device and the room TV
  • 35% want to purchase merchandise using their preferred mobile payment method

Making room reservations via a personal mobile device is also a top priority according to the study, with 51% of travelers saying the ability to make reservations from their mobile device influences their booking decision. Good news for travelers, 86% of hotelier respondents said they are offering this capability today. Other top reservations/booking features that guests expect/demand include the ability to modify and manage existing reservations (46%), manage loyalty points (43%), search and find hotels using location-based integration (37%), complete guest satisfaction surveys (33%), and access property maps (30%).

Intelity Delivers on Demand

“Intelity has mobile solutions that provide two-way communication with guests along every step of their journey, including location-based technology for more targeted guest interaction; this is important, especially when 57% of study participants said they search for hotels with location-based integration and 35% are influenced to stay at a hotel with location-based marketing practices,” Hopkins said. “We also have solutions that enhance the in-room experience providing self-service room controls on a bedside tablet . . . solutions for the lobby that decrease demands on the front desk, such as kiosks that provide details on hotel services, area events, and flight information . . . and solutions for the web that help hoteliers stay engaged with guests before, during and after their stays.

“Intelity also has mobile solutions for staff that enable them to communicate in real time via direct-to-guest messaging,” he added. “And, coming soon, we will have solutions for Apple TV that provide passive-to-interactive entertainment, including the ability for guests to access personal content via iTunes, Netflix, Hulu, and other over-the-top services. So, while mobile technology continues to dictate the experience guests expect and demand, Intelity stands ready to deliver those experiences . . . flawlessly. If you are budgeting for mobile in 2018, budget for Intelity.”

Intelity to Reveal Proprietary Technology at HITEC for Managing Mobile Devices

Going the extra mile for its customers, Intelity’s robust back-end solution will now manage mobile device integration and content that guests and staff access via TV, phone, tablet and more

To ensure that hotels are delivering a guest experience with zero friction, Intelity has developed proprietary technology that will manage mobile devices used by guests and staff via the property network. The new Intelity Mobile Device Manager will notify appropriate personnel if a mobile device – such as an in-room tablet or other handheld device used by staff – is online/offline, if the battery is low, or if the device has left the room or designated area. With the addition of the MDM, hotels now have a single platform that controls the many solutions offered by Intelity.

Intelity, an innovator and leader in hospitality guest-service technology will showcase its new Mobile Device Manager at the Hospitality Industry Technology Exposition & Conference (HITEC) in Booth #722, June 27 to 29, at the Metro Toronto Convention Centre.

“Traditionally, hoteliers pay a third-party to manage each mobile device supported by their network,” said Intelity CEO and President David Adelson. “Rather than nickel-and-diming our customers, Intelity built this Mobile Device Manager to contain only the features our customers need for their environments. Rather than paying for bells and whistles they don’t use, Intelity customers pay nothing at all. The cost of the MDM tool is absorbed into our current SAAS (Software as a Service) fees.

“Today, Intelity truly has a robust back-end solution to support deployments at hotels across the globe,” Adelson said. “We invite all HITEC 2017 attendees to visit Booth #722 to see the depth of the Intelity portfolio and witness our company’s commitment to customer service.”

Intelity Partners with Grupo Posadas for Enterprise App to Include Over 130 Properties

Posadas has tapped Intelity to lead the development of a new hospitality app that will initially encompass several distinct hotel brands.

Leading provider of hospitality guest engagement solutions Intelity announces it has been selected by Grupo Posadas S.A.B. de C.V., the largest hotel operator in Mexico, for an exclusive partnership that will see the creation of an enterprise mobile app for several Posadas brands. At launch, the app will include four different hotel brands: Live Aqua, Grand Fiesta/Fiesta Americana, Fiesta Inn, and One Hotels.

Posadas´s Vice President of Franchise Javier Barrera said, “The introduction of this app will mark a new chapter for the included brands in regard to accessibility to guests. Through our partnership with Intelity, we anticipate solidifying our reputation for delivery of attentive service.”

Available on iOS and Android mobile devices, the app will connect hotel guests with the ability to personalize their experience with direct access to hotel services and information from over 130 properties. A variety of innovative features, such as mobile check-in and room service orders, are available to app users before and throughout a stay, allowing the brand to stay connected to guests at all stages of their travel journey.

Members of the Fiesta Rewards Program can use the app to log in and review their loyalty account. Mobile has become a leading tactic for hospitality brands looking to build stronger guest relationships and loyalty, particularly among Millennials. Currently, 86 percent of Millennials (18 to 34 years old) are not participants in any hotel loyalty program.

Integration between the app and TripAdvisor will facilitate the digital guest feedback process. The app also integrates with Gigya, a customer identity management platform, in order to further the value of guest data provided through the app.

Intelity CEO and President David Adelson said, “This is a major achievement for our company, and we’re honored to have earned the confidence of Posadas in managing this project. Being commissioned to lead the development of this app shows how much our reputation as a company has grown since we released the first iPhone app for a hotel, as well as how significant enterprise mobile technology is to hotel brands.”

The app utilizes the framework provided by Intelity’s ICE (Interactive Customer Experience™) 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 allows for tracking of guest requests through to fulfillment and provides insight into service performance.

Intelity has partnered with five new hospitality brands in 2016 alone, including two in Mexico, making the company the leader in providing mobile guest technology to hospitality and hotel brands.