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.

Press Releases

Black Oak Casino Resort to Implement INTELITY’s Guest Experience and Staff Management Platform

The state-of-the-art property looks to implement the industry’s broadest hospitality technology platform to streamline staff,
increase guest engagement, and better connect hotel operations to the casino floor

INTELITY, the global travel industry’s first and most powerful enterprise guest engagement and staff management platform, announced today that it inked a deal with The Hotel at Black Oak Casino Resort in Tuolumne, California.

The property will be incorporating the INTELITY platform’s custom-branded mobile app and in-room tablets at its hotel, giving guests the opportunity to better manage their experience by placing them in control of their reservations, check-in and check-out, restaurant bookings, and the ability to directly communicate with staff. Black Oak Casino Resort will also use INTELITY’s integrated back office dashboard to streamline their operations. The back office dashboard will allow staff to connect directly and efficiently with guests. With it, they can share specials and promotions with more accuracy and frequency, while also gaining real-time visibility into service and delivery activity.

“We’re thrilled to be implementing the INTELITY platform at our resort,” says Amanda Silacci, Black Oak Casino Resort’s Guest Service Manager. “In our ‘always on’ business, it is really important that our technology provides a frictionless connection between guest and staff. We believe the INTELITY platform is incredibly valuable and look forward to using it to completely overhaul the way we manage the guest experience. We also plan to use the content management portion of the back office dashboard to concentrate our marketing efforts and create personalized offerings for our guests.”

INTELITY’s in-room tablets will replace the resort’s printed, in-room compendium and allow guests to order room service and make other service requests. Both the mobile guest app and in-room tablets will provide direct messaging between guests and hotel staff, allowing for better communication at any point during their stay.

On the operations side, Black Oak Casino Resort will use INTELITY’s back office platform via desktop and mobile devices to manage all staff activity on the property, from the front desk to maintenance. Service will be enhanced as staff will be able to manage work orders, delivery times, and monitor all activity on property, while keeping the management team informed at all times. The back office platform will also allow the staff to communicate directly with the guests and give them updates on the status of their service requests and orders.

INTELITY’s back office platform also provides robust business intelligence and data analytics, which will give resort leaders deeper insights into their guest behaviors and preferences. The resort can use this information to further maximize efficiency, deliver exceptional guest experiences, and make better business decisions.

“We are proud to add Black Oak Casino Resort to INTELITY’s growing casino portfolio and look forward to working with them on using our platform to great success,” said INTELITY Senior Vice President of Sales, Benjamin Keller. “With all of their offerings, I know every team – from operations to housekeeping, to marketing – will see a positive impact in their day-to-day tasks by using the INTELITY platform. Black Oak Casino Resort is already doing great things, and we know that implementing the INTELITY platform will help them continue to scale”.

The INTELITY platform is scheduled to deploy at The Hotel at Black Oak Casino Resort in the third quarter of 2019.

 

INTELITY Partners with Acuant to Further Streamline Guest Check-in and Mobile Key Delivery

Partnership between brands will allow hotels to expedite the mobile check-in processes

INTELITY, the global travel industry’s first integrated guest experience and staff management technology provider, is announcing its partnership with Acuant, a leading Identity Proofing Platform, to offer secure identity verification via the Intelity platform. Through this partnership, Intelity’s customers will soon be able to offer their guests remote identity check as part of the existing mobile check-in process to further streamline the guest experience before they step foot onto a property.

“We are excited about this partnership that combines our AssureID technology with Intelity’s mobile check-in and mobile key delivery. This will enhance the guest experience at hotels worldwide and illustrates how we serve to reduce consumer friction and fraud simultaneously,” said Acuant President and CEO Yossi Zekri.

Acuant’s AssureID provides instant ID authentication and verification through Intelity’s mobile guest apps, as well as the mobile SDK. Guests will be able to submit their ID for verification during remote check-in, and, upon confirming their identity, activate their mobile key, upgrade rooms, and further simplify the check-in process for front desk staff.

“At Intelity, we make it our priority to improve the guest experience for our hotel partners. Friction at the front desk and delays at check-in remain ongoing pain points for guests and hotel operators alike,” said Intelity CEO Robert Stevenson. “With our platform’s extensive suite of mobile capabilities and Acuant’s ID verification platform, we are one step closer to a fully tracked, optimized and automated check-in process.”

INTELITY is Now Live at the St. Regis Atlanta

The luxury resort’s multi-million dollar refresh includes the technology today’s travelers require and the comforts long-time guests expect

INTELITY, the world’s first and most widely used integrated guest services platform, is now live at The St. Regis Atlanta and providing technological advancements for both guests and staff. The addition of Intelity is a part of the resort’s multi-million dollar, property-wide refresh expected to be completed in early 2019.

An important aspect of the remodel was catering to tech-savvy travelers, which is why the hotel installed Intelity’s in-room tablets, allowing guests to control room features such as lighting and air conditioning, order room service, and access helpful information about hotel amenities. On the management side, the Intelity platform integrates with LightSpeed, the Marriott property management system, and is also fully integrated with the hotel’s point-of-sale system MICROS Simphony. These integrations along with Intelity staff facing platform connect staff directly with guests so they can easily manage service requests for housekeeping, transportation, and concierge.

“The St. Regis Atlanta is timelessly Southern, and now exquisitely reimagined,” said Guntram Merl, general manager of The St. Regis Atlanta. “The refresh of our elegant hotel and integration of the Intelity platform will delight new travelers, as well as returning guests who have visited over the past 10 years.” Each guest room and suite is attended by the St. Regis Butler Service, an ever-present yet unobtrusive service dedicated to meeting the needs of discerning global travelers.

The St. Regis Atlanta is a 26-floor development featuring 151 luxuriously-appointed guest rooms and suites, 53 residences, and more than 16,000 square feet of contemporary meeting and event space. Located in exclusive Buckhead, the St. Regis is within walking distance of Atlanta’s finest specialty shopping, restaurants, art galleries, and landmark corporations. It’s a distinctive destination where Georgian architecture and style are effortlessly married with modern technology.

Implementing the Intelity platform means the St. Regis Atlanta meets AAA’s new technological requirements and ensures the resort will retain its AAA Five Diamond status. In 2014, the St. Regis Atlanta was named Condé Nast Traveler’s #1 Business Hotel in the World and one of the World’s Best Large City Hotels by Travel + Leisure. It also received Forbes Travel Guide’s Four Star Award and Travel Weekly’s Silver Award for Best Pool Design.

INTELITY and ALICE, Forbes Travel Guide Brand Officials, Announce Integration and Partnership

Hospitality technology partnership offers hotels a suite of tools to manage their properties and interact with guests

INTELITY, the global travel industry’s leading enterprise mobile and in-room technology platform, and ALICE, the hospitality industry’s leading operations platform, announced today they have teamed up to offer hotels the most complete suite of tools available to manage their hotels and interact with guests.

Through Intelity’s enterprise platform, hotels can access important guest-facing tools such as a customizable mobile app, in-room tablets, mobile key, voice, TV casting, and more. Through ALICE’s operations platform, hotels gain a best-in-class back-of-house operations system that streamlines staff communication and centralizes task management across staff departments. This integration seamlessly connects the two platforms and offers hotels by far the most sophisticated way to coordinate operations with guest activity that is available on the market today.

intelity & alice partnership graphic

Technology, and providing the ease and efficiency hotel guests demand, is critical. Studies show that guests want hotels to continue investing in technology and to offer tools that allow them more control over their hotel experience. Guests want to be able to use their smartphone and a mobile app to control various aspects of their booking and stay, and in the hotel room, they want the types of technology they are accustomed to at home. Sixty-five percent of hotel guests say they are willing to pay higher rates and are more likely to return to a hotel that offers access to the technology they consider important.

While Intelity and ALICE are great platforms separately, together they provide an amazingly full guest journey that addresses what guests want. They can check in with the mobile app on their smartphone, bypass the front desk, and use their device as a room key. During their stay, they can request services and place orders, which are processed through ALICE’s platform. Intelity, which is in the process of merging with the cloud-based guest experience and management platform KEYPR, lets guests connect easily with the hotel, its staff, amenities, and the neighborhood.

ALICE tracks to-dos, ensures staff accountability and provides advanced reporting so owners and managers know exactly what’s happening on their property at all times. Routing guest requests and communications directly to the applicable staff member saves time, reduces the chance of error, and redefines operational excellence.

“After 10 years in the industry, we’ve seen a lot of companies come and go,” says Intelity CEO David Adelson. “But ALICE stands apart. The team at ALICE has built a great platform that is highly successful and in demand. We are happy to have brought this integration live, and look forward to our future collaborations.”

“We are excited to deliver this joint solution to our customers,” says ALICE President, Alex Shashou. “Intelity is a company that has been at the forefront of in-room guest technology for years. The industry is starting to see some really positive data around the impact of mobile and in-room tablets on the guest experience.”

Both Intelity and ALICE are Forbes Travel Guide Brand Officials, and more than a third of all Forbes Travel Guide hotels use Intelity or ALICE – or both. To request a demo of both platforms, visit www.aliceplatform.com/intelity. The companies are offering 10% off both solutions and a free integration if signed in 2018.


About ALICE
By joining all the departments of your hotel onto a single operations platform for internal communication and task management, ALICE helps your staff act as a team to provide consistently excellent service. Since the company was founded in 2013, ALICE has gained serious traction in the industry working many of the world’s leading hotel brands, including Two Roads Hospitality, Dream Hotel Group, Grupo Posadas, SIXTY Hotels, NYLO Hotels, and Leading Hotels of the World. The company acquired concierge technology provider GoConcierge in 2017. For more information, visit https://www.aliceplatform.com.

About Intelity Solutions, Inc.
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 complete guest service platform 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 was recently designated as the “Official Mobile & In-Room Technology Provider” for Forbes Travel Guide, as well as the “Best Mobile App in Hospitality” from Travel Weekly’s Magellan Awards and the “World’s Leading Hotel Brand App” from the World Travel Awards. For more information, please visit www.intelity.com.

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 Helping Hotels Boost Guest Satisfaction Scores with its ICEapp and ICEbedside Tablets

A study shows hotels adding mobile tablets to guestrooms can boost satisfaction by 47 points and those featuring a mobile app can drive approval ratings by 58 points

2018 is shaping up to be a pretty good year. A recent article published by Lodging magazine reports that “across the board, hotels are making their guests happier than ever.” Citing results from a newly released J.D. Power 2018 North America Hotel Guest Satisfaction Index study, “overall satisfaction for the industry increased eight points to 825 on a 1,000-point scale.” Guestroom technology is one contributing factor to hotel-stay happiness. A significant finding in this study, Lodging reports, is that guest satisfaction can rise by as much as 47 points when a hotel provides an in-room tablet. Hotels offering a mobile app can achieve a 58-point approval increase.

INTELITY has always been a forward-looking company,” said David Adelson, INTELITY chief executive officer. “Back in 2010, we were the first hospitality company to introduce a guest-service mobile app and an in-room tablet. These tools make it possible for travelers to engage with a hotel before, during and after their stays. It’s gratifying to see that these mobile technologies continue to drive guest satisfaction. Both the mobile guest app and in-room tablets are growing in demand daily across the globe for their ability to keep hoteliers connected to their guests, and vice versa.

“Our customers tell us that their guests appreciate INTELITY’s mobile app and in-room tablets because both provide an efficient way to interact with the hotel,” Adelson said. “As operators, they enjoy being able to offer the conveniences of technology without compromising their high standards of service. Today, 90% of guests are using ICEbedside when provided, of whom 75% are using it to order room service. On average, customers report that checks have increased by 12% from upselling through the digital in-room dining menu presented on INTELITY’s in-room tablets.”

Early Adopter Says ICE is Nice

When Stephen Johnston, managing director and general manager of the Boston Harbor Hotel, heard about the mobile guest app after its initial launch, he said he was skeptical. From increased revenue and guest satisfaction to a stronger ability to communicate with hotel guests, it sounded too good to be true. Understanding the growing importance for weaving technology into the guest experience, Johnson and his hotel’s management team knew that hospitality technology was no longer a “nice to have,” but rather a “must have.”

“When INTELITY was first presented to me years ago, I was intrigued because at the time the Boston Harbor Hotel did not fully utilize technology, and we were looking for new ways to do so,” Johnston said. “After installing INTELITY’s in-room tablets and launching the mobile guest app, any doubts have more than dissipated. The numerous benefits realized through the use of the platform surpassed expectations.

“We listen to our guests a lot and value their feedback,” he said. “We’re very engaged as a Forbes Five-Star hotel. Since we added the hotel tablets to the rooms, I have received so many positive comments from our guests. Guests appreciate this new and efficient way to interact with the hotel, and we enjoy being able to offer the conveniences of technology without compromising our high standards of service.”

Johnston said about 80 percent to 90 percent of guests use the mobile guest app and in-room tablets as the primary method of placing requests and communicating with hotel staff. Both tools offer a new interactive guest experience. In addition, in-room print costs have decreased by 90 percent.

Satisfaction Spreading Across the Globe

INTELITY’s guest technology is also enabling the Rancho Santana in Nicaragua to more efficiently share and update information about on-site activities, amenities, events, pricing and marketing promotions. Resort guests and residence owners are receiving important notifications without stopping by the front desk.

“With the mobile app and in-room tablets, we have one space we can constantly keep updated and don’t constantly waste so much paper,” said Stephanie Judge, the hotel’s marketing and administrative specialist. “Guests really like being able to see the information and not have to come to the concierge to get it. Because our property is so large, it might be a drive for a guest to get to the concierge. Instead, they can just pull up information right on the in-room tablet or their phone.”

Rancho Santana’s staff are also benefiting from these mobile guest-satisfaction and engagement tools. Receiving guest requests directly through the Request Manager module of INTELITY’s back-end system has increased accuracy, as staff is no longer required to manually record requests. Members of staff also don’t have to field as many questions from guests about basic information that is now entirely housed on the in-room tablets and app.

“Since implementing these INTELITY technologies, I stayed at a 5-star luxury hotel in Orlando and was able to experience the mobile guest app and in-room tablets as a guest,” Judge said. “It was cool to see that our coastal hotel is in the same league as other prestigious 5-star properties as far as being progressive with technology. It was fun to see other creative ways to use this technology to improve the guest experience and I have new ideas for how we can use it in the future.”