Resort brand develops brandwide guest-service app

(Couples Resorts Jamaica)

Couples Resorts has selected Intelity to develop a brand mobile app for use on guests’ iOS and Android devices. The app focuses on amplifying the on-property experience and provide additional support once they have booked a reservation with one of the brand’s resorts.
Intelity’s ICE (Interactive Customer Experience) guest engagement platform will serve as the foundation for the new app, combining guest service and engagement features with enterprise management tools through a single platform. The brand’s resorts in Jamaica will be featured on the app, managed through one back-end system. Staff will enjoy operational features including content control, ticket management, direct marketing and messaging, and access to analytics about guest usage and staff performance.
An integration with the PMS in use at all of the resorts, Resort Data Processing, will allow for seamless transfer of data between the two systems. Another custom developed integration with the brand’s proprietary reservations system allows the mobile app to be used to make reservations for onsite activities or at resort restaurants, which then appear as part of a user’s profile on the app.

“The back-end tools were the real draw for us,” Couples Resorts Director of Operations Abe Issa said. “We didn’t want just an app. We wanted a full system that we could use to create a unified digital service strategy across our entire brand.”
Using the intuitive, customizable interface, guests can conveniently navigate a digital compendium of information that includes all of the properties from anywhere in the world. They can plan a stay with a digital romance concierge, as well as submit dining and general requests, which are sent to appropriate staff members for faster response times.