Lower Costs, Increased Revenue and Higher Guest Satisfaction... There's an App for That

  • Intelity
  • 06.28.11
As one of the world's first interactive guest service interfaces Intelity’s ICE (Interactive Customer Experience™) software provides guests with access to more than 30 hotel services instantly with the touch of a finger.

ICE not only brings state-of-the-art technology to the guest, but also fully integrates into all hotel POS systems including Micros, Aloha, InfoGenesis and HSI through the ICS (ICE Control System) backend management tool. Together the ICE and ICS systems combine to result in an 80 percent increase in staff efficiency, a 90 percent reduction in collateral printing and an increased level of service and quality.

ICE technology has been installed in a number of leading brand hotels including Marriott, Hilton, Hyatt, Starwood and Wyndham. The user friendly backend management tool presents guest requests in an easy-to-read format allowing hotel management to identify strengths and weaknesses and streamline services. As a result hoteliers are experiencing a dramatic increase in areas such as in-room dining checks; hotel restaurant reservations; guest service efficiency; activities revenues; and direct marketing revenue. In fact, room service orders have increased 18 percent in ICE enabled hotels, with the average in-room dining check rising to approximately $37.

"POS integrations can be extremely challenging because food and beverage orders are deceptively complex,” said Christopher Grey, chief technology officer, Intelity. “The array of options and sub-options in even a single order can be staggering. Our F+B Interface middleware makes it painless. We handle all of that presentation and translation so it's simple for the guest and easy for the staff."

In addition the customization of the ICE guest interface creates a unique guest experience through business intelligence allowing more targeted promotions, special event content specific to attendees, direct messaging and even video content to be delivered to individual guests. By providing this dynamic content hoteliers are able to instantly adapt and customize which not only provides guests with timely and relevant content but also reduces printing and operational costs.

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