Meritage Collection, part of the Pacific Hospitality Group portfolio, will introduce a mobile hotel brand application with Intelity that will include all properties. The application will run on Intelity’s ICE guest-engagement SaaS platform.
“We felt developing a brand-wide app for the Meritage Collection properties was a necessity given the current significance of mobile hospitality technology,” said Steve Arnold, president and COO of Pacific Hospitality Group. “The partnership with Intelity was a natural choice because we needed a company with the experience and ability to successfully deliver this innovation. We fully expect this to improve the guest experience we offer by allowing our guests to have more direct access to around-the-clock service.”
ICE multi-property allows hotel brands and management groups to establish a centralized mobile presence through a downloadable app available for use on guests’ personal mobile devices. It offers digital interaction with a brand and all included properties for end-to-end guest experience management, before, during and after a hotel stay.
Features available through the Meritage Collection app will include property searches, image galleries, mobile guest services and reservation booking. Individual properties will also have unique hotel apps with virtual mobile concierge services such as maintenance and housekeeping requests, room service orders, restaurant menus, and even pre-arrival requests to personalize the guest room experience.
The mobile app is only one component of the complete system that the Meritage Collection will receive. The full ICE platform offers both guest-facing and operational benefits that can be leveraged by a hotel brand to improve the guest experience, increase guest satisfaction, create new revenue channels, and streamline operations.
Requests made by guests using mobile devices can be viewed, tracked and assigned in the ICE control system, a back-end control system with tools for staff. Other enterprise features include content control, direct guest marketing and messaging, and access to business intelligence related to guest use of the hotel app.