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.

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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.”

Intelity to Showcase Mobile, In-Room Solutions at HITEC Amsterdam

Mobile apps for service delivery, check-in/out and room keys, plus in-room solutions that engage guests via tablets, mobile devices, and AI voice commands, will be on display in Booth #166, April 11 to 13 at the RAI Amsterdam Convention Centre in Amsterdam, The Netherlands

Next week Intelity will showcase its award-winning mobile and in-room technologies at HITEC Amsterdam. For the first time, European hoteliers will have the opportunity to experience Intelity’s new ICEvoice solution that enables guests to use voice commands for requesting services and controlling the in-room environment, including lighting, drapery, and temperature. In addition, attendees can engage with Intelity’s mobile apps that bring hotel services to guests’ fingertips, facilitate mobile check-in/out, and even turn travelers’ smartphones into room keys. These technologies and many others will be on display in Booth #166 at the RAI Amsterdam Convention Center, April 11 to 13.

“Intelity has been making a lot of noise in North America, introducing new technologies and announcing installations from coast to coast,” said Gregg Hopkins, Intelity chief sales and marketing officer. “We are eager to be exhibiting at HITEC Amsterdam so that we can make even more noise in the European hotel market. The solutions we are showcasing were developed to meet hoteliers’ operations needs and guests’ demand for more personalized services.”

Here are just a few of the solutions that HITEC Amsterdam attendees will experience:

  • ICEbedside that places in-room tablets on nightstands to give guests fingertip access to hotel services while in the room.
  • ICE Mobile Dining provides an out-of-room dining experience for guests using their mobile device while they stay at the hotel.
  • MiKEY Mobile Check-in/out + Mobile Key that integrates with Bluetooth Low Energy locks to turn a guest’s smartphone into a room key.
  • Wrangler Mobile Device Manager that enables hoteliers to manage on-premises mobile devices such as tablets and TVs used by guests and staff.
  • Mercury Unified Messaging Portal that enables guests to place requests with hotel staff via the messaging channel they choose, whether it be SMS text or social media.

“Intelity is bringing guest engagement to one platform,” Hopkins said. “Our solutions work on all devices, raising the convenience level several notches for guests and hoteliers alike. Our digital tools make it easy for hoteliers to manage guest services and requests that give management and staff a range of capabilities. We encourage anyone looking to enhance guests’ experiences to visit Intelity in Booth #166 at HITEC Amsterdam. We’ve got modules that meet the needs of every hotel segment, brand affiliation, and budget.”

Del Lago Resort & Casino is Engaging Guests with Intelity

With nearly 10,000 engagements each month, guests of the Finger Lakes destination are interacting with Intelity’s mobile app and placing requests daily via in-room tablets

The Del Lago Resort & Casino is proof that the right mobile app will drive guest engagement and revenues. Since opening the hotel in July, which includes a European-style Spa and a 3,700-square-foot banquet facility, guests are initiating approximately 10,000 engagements a month with the property through the Intelity’s custom mobile app and in-room tablets. Analytics show that people are looking at resort and casino information daily via the app, and as a result, more than $25,000 in additional room service revenue has already been generated.

“The Del Lago Resort & Casino is ahead of the curve when it comes to technology,” said Del Lago’s Crystal Paolelli. “We believe strongly in the digital guest experience, which includes offering a mobile app so guests have easy access to information everywhere during their stay, and keeping that app front-and-center in guestrooms. With in-room tablets strategically located on nightstands, we are making it extremely convenient for people to order room service, request valet service, ask housekeeping for an extra pillow, make a restaurant reservation, schedule a treatment and much more. The in-room tablets give guests control some of the in-room technologies, like lights and the TV.”

“Before the hotel opened, we researched several mobile app developers and found the Intelity guest service platform to be the easiest to navigate and use; plus, it has the most integrations with our existing property systems,” she said. “We also like that Intelity’s in-room tablets are streamlined; there’s no clutter, just convenience. It’s a nice fit with our design aesthetic. Guests love it, and they are using it throughout their stay.”

Located at 1133 State Route 414 in Waterloo, N.Y., the Del Lago Resort & Casino features a 94,000-square-foot casino, 205 guestrooms/suites, a 24-hour fitness center, and business center. The property also features multiple restaurants, including Portico by Fabio Viviani, a French Quarter-inspired Farmers Market Buffet, the Centrifico bar, a 4,200 square-foot food court.

“The Del Lago Resort & Casino is the gateway to the Finger Lakes region,” said Gregg Hopkins, Intelity chief sales and marketing officer. “It’s a Las Vegas style venue in every way – especially the investment in guest-facing technology. We are honored that Del Lago is so pleased with the Intelity mobile app and in-room tablets. Whether guests are looking for basic property information or they want to use the device as an alarm clock, to listen to hundreds of international radio stations, check the local weather or change the atmosphere of the room, Intelity is just a touch away. By combining the luxury of Del Lago with Intelity’s engagement tools, guests are happy and more likely to return again and again.”

Intelity Development Efforts Align with Industry Demands

Study shows the technologies that hoteliers will be investing in the most in 2018 are those found in the Intelity Guest Service Platform

As hoteliers continue to cautiously increase IT budgets and place a higher priority on digital guest engagement in 2018, according to Hospitality Technology’s 2018 Lodging Technology Study, Intelity continues to develop new tools to meet hoteliers’ and guests’ demands. The developer of the world’s first and most widely used integrated guest services platform will showcase its ICE (Interactive Customer Experience™) platform at HT-NEXT in San Diego, March 12 to 14. Of keen interest to attendees will be Intelity’s new voice solution (formerly called Voice Request) that uses Amazon’s Alexa to enable hotel guests to talk to their room with voice-activated commands.

This voice solution was developed in direct response to the industry’s demand for artificial intelligence (AI) and voice-enabled devices. The study asked hoteliers to identify which emerging technologies had the greatest potential to effect change in the industry. Seventy percent said AI and voice technology will deliver the most benefits because it “ties back to the hyper-focus hotels are placing on getting customer lifecycle data.” Also in the study, Gartner reports that “by 2021, early adopter brands that redesign websites to support voice search will increase digital commerce revenue by 30%.”

Intelity’s voice solution, which is in the running for the HTNG 2018 TechOvations Award and will be presented by Intelity at HT-NEXT, acts as a virtual concierge, enabling guests to make requests, adjust room controls and more all with just a few simple voice commands. Voice Request also extends the power of voice command to the conference space. Meeting planners can conduct business with a constant connection to their staff through the tool. Voice Request examples in the meetings environment include: “Tell the hotel that we would like more coffee,” “Tell the hotel that we would like more water,” or “Tell the hotel that we need more chairs.”

“Each time new industry research is released, Intelity finds its solutions are perfectly aligned with industry demand generators,” said Gregg Hopkins, Intelity chief sales and marketing officer. “Although voice technology is just making inroads in hospitality, it’s eye-opening to see that nearly three-quarters of hoteliers surveyed already see it having a profound impact on guest service and engagement. Voice is just one technology identified by this study that is perfectly aligned with our solutions. Several others have been on the market for some time and quickly making traction as demand arises.”

According to the study, 19% of hoteliers’ plan to add a “personal concierge via mobile devices” this year. Soon, Intelity will announce the first voice roll out at two hotels that are part of an international brand of luxury hotels and resorts. Intelity’s voice solution is now live as part of the brand’s mobile concierge program.

Mobile & Personalized Marketing

The 2018 Lodging Technology Study also shows that 57% of hoteliers’ plan to invest in technologies that “empower guests with mobile and personalized marketing experiences.” One of the best ways to engage today’s travelers is through a mobile app. The research shows that 39% of hoteliers’ plan to add or upgrade their existing customer mobile app in 2018, and 19% will invest in in-room tablets.

Intelity not only develops customer-facing mobile apps via ICEapp for hotels, but its in-room tablets solution maximizes a hotels connection to their guests through a mobile tablet. In-room tablets provide guests with greater control by giving direct digital access to hotel staff to request room service, housekeeping or set wake-up calls and the ability to set room preferences, revolutionizing a personalized guest experience.

Mobile Check-In/Out + Mobile Key

An in-demand feature of today’s mobile hotel apps is enabling check-in/out and allowing guests to use their smartphones as mobile room keys. Forty-eight percent of survey participants said they plan to invest in a mobile app that facilitates mobile check-in/out, and 23 percent plan to invest in a mobile app that supports a mobile key.

The custom Intelity mobile app 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. Mobile key 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.

“Intelity is fully entrenched in the mobile hospitality landscape,” Hopkins said. “We are listening to what hoteliers want and developing tools that guests need to enrich their stays and keep them coming back. As technology continues to dictate the experience guests expect and demand, Intelity stands ready to equip hoteliers with the tools they need to deliver on those experiences.”

Powered by Intelity, the Forbes Travel Guide ‘Verified Summit’ App is Now LIVE on the App Store and Google Play

As the ‘Official Mobile and Technology Provider of Forbes Travel Guide,’ Intelity develops a digital brochure for the 2018 Star Award Winners celebration in Beverly Hills

Forbes Travel Guide 2018 Star Award Winners will convene in Beverly Hills next week for “Verified: The Forbes Travel Guide Luxury Summit” to celebrate their recognition as one of the world’s finest Five-Star and Four-Star hotels. Also in attendance will be Forbes Travel Guide’s 2018 Brand Officials, the top service and amenity providers for each segment of the hospitality industry. To help navigate the event, attendees are encouraged to download “Verified Summit,” a mobile app powered by Intelity. Available in the App Store and Google Play, “Verified Summit” serves as a digital brochure providing schedules, speaker specifics, local area information, Brand Officials’ details and more. Intelity is the “Official Mobile and Technology Provider” of Forbes Travel Guide.

“We are proud to have Intelity as the Official Mobile and Technology Provider of Forbes Travel Guide,” said Gerard J. Inzerillo, CEO of Forbes Travel Guide. “INTELITY’s technology allows hotels to have immediate communication with guests through their mobile phone or an in-room device. Through innovation and listening to guests, the company devised a way to make communication easy and efficient, which results in more effective service. And more effective service enables hotels to create more memorable guest experiences.”

The two-day summit, to be held February 27 and 28 at The Beverly Hilton, will commence with a reception and dinner. Day two will feature a discussion on the latest developments from Forbes Travel Guide and commentary from dynamic panelists discussing their insight and inspiration from luminaries in the luxury market. It will conclude with a cocktail party featuring the finest local cuisine, celebrity chefs and live entertainment.

“We are incredibly proud to be the established leader in hospitality engagement technology delivering the highest quality, most innovative, and integrated Guest Services Platform for use on multiple mobile and in-room devices,” said David Adelson, Intelity CEO. “As the Brand Official for mobile and technology, we were honored to design the Verified Summit app. It’s an easy to use, highly relevant source of information that is responsive on all devices. We look forward to networking at this event and celebrating the world’s best hotels supported by the industry’s best suppliers.”

 

Intelity Named HTNG 2018 TechOvation Award Semi-Finalist

Intelity Voice Request ranked in the Top 3 ‘Most Liked’ product submission videos by the public; Winner to be named at HT-NEXT in March in San Diego

Intelity, designated as the Official Forbes Travel Guide Mobile and In-Room Technology, was named a 2018 TechOvation Award Semi-Finalist by Hospitality Technology Next Generation (HTNG) this week. The award program recognizes companies for innovative products new to the marketplace from 2017 or coming in 2018. Intelity is one of 10 semi-finalists vying for this top honor. Intelity’s Voice Request video submission was ranked among the Top 3 “Most Liked” by the public. Semi-finalists will present their products at HT-NEXT on March 14. A judging panel will select three finalists, and the audience will then vote for the 2018 TechOvation Award Winner.

Intelity Voice Request enhances the in-room experience. Utilizing Amazon’s Alexa, hotel guests can talk to their room with voice-activated commands. Intelity Voice Request acts as a virtual concierge, allowing guests to make requests, adjust room controls and more all with just a few simple voice commands. Voice Request also extends the power of voice command to the conference space. Meeting planners can conduct business with a constant connection to their staff through the tool. Voice Request examples in the meetings environment include: “Tell the hotel that we would like more coffee,” “Tell the hotel that we would like more water,” or “Tell the hotel that we need more chairs.”

“We are thrilled that the Intelity Voice Request video is so popular with viewers on HTNG’s YouTube channel,” said Gregg Hopkins, Intelity chief sales and marketing officer. “This tool is changing the way today’s hotel guests interact with their rooms and meeting planners are interacting with event spaces. Since we launched the product in mid-December, everyone we talk to is loving the customization of Voice Request. It uses any phrase or command the hotel desires to let guests request services, set alarms, select music, get weather information, inquire about flights and more. With Voice Request delivering a fun and easy way to connect with guests and heighten guest service, we feel it’s a shoo-in to win the 2018 TechOvation Award. We look forward to presenting Voice Request to HT-NEXT attendees and its distinguished judging panel next month.”