The Intelity Guest Service Platform is not only composed of a guest-facing interface but also includes a number of tools designed specifically to facilitate all aspects of a hotel’s operational processes. Each of these enables management and staff to leverage powerful capabilities that will drive benefits beyond the guest room and into every area of the hotel.
ICE: Hub of the Intelity Platform
Control Panel includes account management, analytics, guest marketing and content control, as well as a set of operational tools and a customised guest-facing interface that bridges the Intelity Platform and the hotel’s back-end infrastructure.
Assign tickets to specific staff members or departments, track the ticket’s progress from the moment it is placed to the time the ticket is closed. With a desktop interface or a downloadable iPhone app, Request Manager allows you to view requests, their statuses, and make real-time updates to tickets.
Track every order with robust metrics available to your staff, allowing them to easily modify and update the application in real-time, as well as, add lead times to each item. Guests have the ability to select modifiers and add additional notes
Mercury: Multi Channel Guest Messaging
Mercury, exclusive to Intelity, is a valuable way to communicate with your guests allowing you to provide exceptional service, faster. Using SMS or a messaging service such as Facebook, a guest can message your staff at all stages of their stay. When a text comes in from a guest, staff are immediately notified and can respond in a timely manner. Finally, your hotel is able to offer the conveniences of technology without compromising luxury service.
Your business can utilize Mercury within and outside of the Intelity Platform. Mercury works most effectively with the ICE module incorporated into the system. In addition to messaging, you can:
- Record analytics
- Look up a guest by name, phone number and room number
- Manage requests
- Receive messaging through Facebook
MiKEY: Mobile Essentials
MiKEY includes the components of the modern mobile guest journey – Mobile Check-in, Mobile Key and Mobile Check-out. Whether you enable “straight-to-room” options or require a stop by the front desk, MiKEY provides the tools you need to deliver mobility with the same sophistication as large brands.
MiKEY integrates with Bluetooth Low Energy locks through industry leaders DormaKaba and AssaAbloy, with additional partners coming soon.
Wrangler: Mobile Device Management
Wrangler is Intelity’s mobile device management system that was developed specifically for Intelity hotel devices. Wrangler connects with our Bedside iPads and soon-to-come TV solutions to automate software installations, upgrades and provide hotel management key information regarding the status of their devices without having to send a staff member to the guest room or interrupt a guest.
Wrangler was developed with specific capability that enhances the Intelity experience for the hotel’s operations team. The purpose of Wrangler is to effectively and efficiently monitor in-room tablets in an environment that is easy-to-use and gives your staff the information that they need to ensure a smooth guest experience with the hotel’s digital compendium and guest services.
Edison: Room Controls
Edison is a custom server developed by Intelity to manage the robust integrations between Room Control providers and Intelity’s ICE. Edison controls lighting, thermostats, drapes, privacy settings, and other elements of a guest’s comfortable room experience.
- Passive-to-Interactive entertainment
- Able to access personal content (ex. iTunes, Netflix, Hulu, etc.)
- Partnerships with leading hospitality TV provider – Apple
- Compatible with the majority of hotel TVs
- Familiar in-home technology
- Service Requests
- Hotel information
- Local weather and events
- Ambient voice technology
- Streamlines guest communications
Innovations and Achievements
- Intelity created the world’s first interactive guest service technology presenting the full array of more than 30 guest services via guestroom touch screens and a “back end” ticket/request/content management tool that measures ROI and integrates into most hotel (POS, PMS, etc.) systems.
- The first and only full hotel services menu on the iPad tablet.
- The first and only full hotel services iPhone application.
Benefits – For the guest
A more enjoyable stay using technology that is very familiar to them. In the digital age, consumers (and guests) expect more convenience, content and control. Among other things, guests can:
- Print boarding passes and check flight information
- Set alarms
- listen to world radio
- check weather
- order room service and book spa treatments
- Message hotel staff via either SMS or social media
- Access hotel services from anywhere via mobile device
- check in via mobile device
- Use their mobile device as a room key
- Avoid language barriers
Just read guest comments about ICE:
“The nicest part of the room was the iPad on the desk which had our name welcoming us on the home page. I was able to check in for our flight home the next day without having to go to the business center. If needed, room service could be ordered or anything else done on the iPad. It really was a nice touch.”
“The room also had a technology called ICE. I have never seen anything like ICE before, but it was amazing. Throughout my stay I preplanned meals and services and also found out where the nearest mall was!”
Benefits – For the hotel
It is a fact that fully engaged hotel guests spend more per year than disengaged guests. Hotels are now realizing the full potential of mobile and digital technology as they embrace innovation to add new features for guests at properties. The benefits of ICE are many, so of them are:
- Two-way communication with guests at every stage of the travel journey
- Increased guest satisfaction
- More targeted guest interactions
- Expansion of brand presence through mobile channels
- Streamlining guest requests
- Reduced printing and labour costs
- Increased room service sales
- Around the clock guest engagement
- Digital in-room marketing and branding
- Reduced demand on front desk staff
90% of hotel guests in ICE-enabled hotels use the in room tablets during their stays.
75% of guests use their in room tablet to order room service
12% increase in room service average checks from upselling through their in room dining menu
Recognition and Awards
Forbes Travel Guide – Official Mobile and In Room Technology Provider – 2017
World Travel Awards World’s Leading Hotel Brand App – 2014
Travel Weekly Gold Magellan Award for Best Hospitality Mobile App – 2014
Hospitality Technology Visionary Award winner in 2013.
In November 2011, with the help of Intelity’s ICE Touch on iPad, The Eccleston Square Hotel in London was presented In-Room Technology Innovation of the Year by the European Hospitality Awards.
In July 2011 the Wall Street Journal and the 5000-member Global Business Travelers Association awarded Intelity’s ICE Touch on iPads their Innovation Award for “Traveler Convenience & Efficiency.”
In March 2011, ICE Touch on iPads was named the Most Innovative Hospitality Technology by HTNG. This is the second year that Intelity has been honored for our transcendent hospitality software.
In March 2010, the ICE technology was awarded the Runner-Up title as the Most Innovative Hospitality Technology award as given by HTNG (Hospitality Technology Next Generation), the leading hotel technology industry association.