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The Inn at Penn began a major overhaul in redefining the guest experience by focusing heavily on socially and environmentally-friendly programs.
At first, we sought technology that would allow us to engage guests via their in-room television. However, upon the belief that guests would prefer to have an uninterrupted television experience, management decided to continue its search for the right solution to fit the hotel's needs.
During the research phase, hotel management had heard some buzz surrounding a company that offers guest services using the Apple iPad.
The company, called Intelity, is the creator of ICE (Interactive Customer Experience), a guest portal that allows travelers to access hotel services, make reservations and obtain information (such as weather). This seemed like a brilliant way to engage guests, eliminate volumes of printed material and offer a service including problem resolution.
After several months of research and development, The Inn at Penn installed the iPads in every guestroom with the Intelity ICE software.
The guests have been extraordinarily responsive and engaged with the system. Within the first week of deployment alone, the system experienced a 91% usage rate. Because The Inn at Penn is located on the campus of an Ivy League institution (The University of Pennsylvania), the clientele base tends to be very progressive and expects that latest and greatest in technological advances. Technology continues to change the way that we get and receive information. Gone are the days of static information that only allows a single dimensional view.
