ICE - The Interactive Customer Experience

Intelity announced their launching of ICE, an in-room concierge and back-end monitoring system that can drive the guest experience through service and personalization in the timeshare and fractional space. With ICE, the hotels will not only have a competitive advantage over some of their biggest rivals but it is also much of an amenity to the guests as it is an asset to the hotel. 

ICE is integrated into the hotels' point of sale software, allowing them to easily track guest requests and habits, as well as monitor daily operations, schedules, and performance levels. The guests can use ICE to book dinner reservations, spa appointments, review meeting details, and make requests. The hotels' managers and supervisors use ICE to ensure that the hotel is running smoothly and the staff is completing service requests in a timely manner. 

Every ICE interface is different because it is customized to the brand. All amenities, services and options are programmed to make the ICE experience uniquely your own. 

There are several benefits to the guests which are: in-room control, one-touch ordering, instant requests, automated amenity reservations, improved staff response, maps & weather, airline information, hotel & resort information, internet access, group messaging, SMS confirmations, pre-order services, and self-service solution. 

Not only are they beneficial to the guests, but also benefits the hotels through: increased RevPar, Real-time Marketing, increased average check, instant guest feedback, virtual welcome, brand building, SMS guest communication, real-time analytics, guest tracking, service monitoring, controlled upselling and better guest experiences. 

Also timeshares gain benefits from ICE, which are: in-room interactive guest messaging, incremental in-house tours, linkage tours, show rate, value-added guest experience, intelligent guest segmented reporting and reduced marketing costs.