Intelity Installs In-Room Tablets at The Umstead Hotel and Spa

  • Intelity
  • 07.13.16
The Umstead Hotel and Spa is revolutionizing its guest experience through a partnership with Intelity, creator of a guest engagement and service SaaS platform.

The five-star North Carolina hotel has installed touchscreen tablets running Intelity’s ICE (Interactive Customer Experience™) Bedside software in all guest rooms, providing guests with the opportunity to take control over their stay into their own hands.

“In-room tablets make it easier for hotels to exceed guest expectations when it comes to the experience provided on property,” said Jason Seehafer, executive assistant manager of hotel operations at The Umstead. “This technology is truly the future of hospitality, and we’re excited to offer it to our guests with Intelity as our partner. Their software is the best available to the industry and will be a great fit in our rooms.”

In addition to 42-inch TVs and free Wi-Fi, the tablets will enhance the high-tech experience available to guests. ICE Bedside replaces alarm clock-radios and print collateral for a digital directory with instant access to hotel information and services. A panel of automated room controls also will allow guests to manipulate the guestroom environment through the tablets, such as adjusting lighting and temperature.

Intelity’s ICE platform offers benefits beyond the guest-facing interface with operational functionalities that can be leveraged by staff at The Umstead.

Requests made on the tablets log into the ICE Control System (ICS), which integrates with both the property management and ticketing systems for seamless data transfer. Back-end tools include content control, direct guest marketing and messaging, and access to business intelligence related to the tablet software. All guest requests are logged into the ICS where they can be assigned to appropriate departments and tracked for service response analysis.

“We’ve witnessed that in-room technology actually strengthens the ability of hotels to provide personalized attention throughout the guest experience," said David Adelson, Intelity CEO and president. "The tablets are a two-way link between the hotel and guests that allows guests to ask for what they want at their own convenience and enables hotels to provide guests with the resources they need to comfortably define their own stay.”

“Communication is now taking place in a more dynamic, efficient way than before when a guest would have to wait on a phone line to be connected to who they needed to speak with. This is more proactive and immediate.”

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