Many travelers today expect simplicity when they’re booking or completing a trip. And with more of the industry offering online and app-driven options, like securing a flight or rideshare, an increasing number of travelers choose to engage from a mobile device. For hoteliers, delivering “connected guests” the options they expect in the hospitality space comes with a unique set of challenges.
One hotel that has successfully overcome these challenges is Live! Casino & Hotel. Located in Hanover, MD, Live! has leveraged the INTELITY technology platform to better connect their guests to the casino floor, optimize service delivery, and ultimately improve the overall guest experience.
Live! Casino & Hotel sought to integrate a mobile technology solution that complemented their mission of delivering exceptional service. The challenge, identified by Alfonso Rodriguez, Director of Hotel and Revenue Optimization for Live! Casino & Hotel, was choosing a partner that could deliver a seamless implementation and an easy-to-use platform for both staff and guests. “There is nothing worse than technology that doesn’t integrate properly,” said Rodriguez. “The INTELITY team is on the top of my list for completing a smooth implementation and partnership.”
Live! chose to implement the INTELITY platform throughout their property, including a customized mobile app that supports mobile check-in and mobile key tech, as well as in-room tablets for each guest room. Rodriguez describes the mobile check-in functionality as “magical” for guests that want to bypass the front desk and use their phone as a room key.
“The platform has really improved our ability to manage workflow,” said Rodriguez. “Not only can we keep guests more up to date, but we can also collect instant feedback through the platform, which provides a ‘wow’ moment for guests.”
Without an integrated technology solution, most hotels traditionally lose touch with guests once they enter their rooms. But Rodriguez shares how INTELITY helped curate a branded menu and design for the in-room tablets that encourages continued guest engagement. “The features we’ve gained are powerful,” he said. “And they allow us to deliver a high level of touch and service.” Live! Casino & Hotel has experienced financial savings with the elimination of printed materials, while management has gained the ability to be more “nimble,” keeping guests informed of property offerings and staff requests. With 95% guest engagement of the in-room tablets, Live! is able to push promotions and offers designed to entice guests to the casino floor, generating over two million impressions per month.
As a result of the personalized and integrated technology, Live! has experienced increases in in-room dining, service request efficiency, and guest satisfaction. And despite a varied demographic and mature audience, Live! has approximately ten thousand active users who have already downloaded their app, and as the property ramps marketing of the app, that number continues to grow. That many downloads speak to the effectiveness and reach that mobile devices have for all demographics. “If you’re going to put something in front of the guests, it better work or you’re going to lose credibility,” Rodriguez said.
Along with customer-facing technology, Live! chose to integrate with existing hotel PMS software, increasing operational efficiencies and workflow management. While many hotels may be hesitant to undergo a significant technology improvement, Live! is thrilled with their decision. “INTELITY partnered with us to make things happen that we couldn’t have accomplished with our internal systems alone,” added Rodriguez. “I’m very happy to have INTELITY at our property.”
To learn more about the INTELITY platform and customized solutions, contact the INTELITY team.