Conrad Indianapolis launches Intelity guest-service platform

The Indianapolis Conrad's digital dining orders increased by 444 percent, an indication that guests are responding well to the recently installed Intelity tablets. Photo credit: Intelity

The Conrad Indianapolis hotel has installed the Intelity guest-service platform, which includes in-room tablets and Intelity’s staff-facing service-management system along with the Conrad concierge through the Hilton Honors mobile app.
 
Intelity’s in-room tablets were introduced in June at the hotel, which is located just a three-minute covered walk from the downtown Indianapolis Convention Center. The property’s goal was to provide a simple way for guests to interact with dining menus, facilitate ordering, and in turn, increase revenue while still maintaining staff performance and capacity. In three months, digital dining orders increased 444 percent, an indication that guests are responding well to the tablets. In addition to the increased orders, the Conrad Indianapolis has also experienced an average in-room dining check increase of almost 15 percent.
 
“We wanted to make it more convenient for our guests to order in-room dining, make service requests, and otherwise communicate with our team using smart technology, which is why we introduced Intelity’s bedside tablet,” said Maria Alviz, public relations and marketing manager for the Conrad Indianapolis, in a statement. “It’s important for us to be able to track our guests’ needs in order to better service them, and this tool lets us do just that. Through high usage, we are really learning about our guests.”  
 
Alviz said that being able to track engagement, average check, top-selling meal items, clicks, orders, and requests provides insight into what guests need and are most focused on, which in turn helps management make more informed decisions about their menu and pricing.
 
In addition to placing in-room dining orders, guests use the customized Intelity in-room tablets to access hotel information and create service requests. “The fact that guests can see the menu and make an instant order, rather than having to pick up the phone, makes the process easier and less stressful for our guests,” Alviz continued. “It also lowers the risk of human error when taking in-room dining orders. Further, it streamlines all of our orders for our staff by 80 percent.”
 
“It’s proven to be convenient for them to make any type of request without having to flip through a paper directory,” she said. “This has saved our property thousands of dollars of unnecessary expense in creating and reprinting our in-room collateral. With the tablets, our roomservice menus and hotel information are never outdated.”

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