The Pearl Hotel in Rosemary Beach, Florida, part of St. Joe Club & Resorts, is one of only 22 hotels in the entire state of Florida with a four-star rating from Forbes Travel Guide. The hotel has long embraced technology as a way to provide convenience and satisfy the modern needs of guests.

In 2012, The Pearl selected Intelity as a technology partner to further expand its digital resources with the creation of a mobile guest services app and installation of in-room tablets, both driven by Intelity’s ICE (Interactive Customer Experience) software platform.

Elliot Ford, Lodging Manager, St. Joe Club & Resorts, said, “We want to make sure we have technology in the rooms to make life easier, while still maintaining a lot of the traditional experience. Guests can still call the front desk, but at the same time, if someone wants to lay down in bed and place an order without speaking to anyone, they can do that.”

“We want to make sure we have technology in the rooms to make life easier, while still maintaining a lot of the traditional experience.”

- Elliot Ford, Lodging Manager, St. Joe Club & Resorts

The In-room tablets serve as:

  • A unique competitive differentiator
  • A significant ‘wow’ factor
  • A way to show that the hotel seeks to better accommodate guests

The top uses for the in-room tablet are:

  • In-Room Dining Orders
  • Digital Concierge/Hotel Information Resource
  • Valet Requests

The resort has even incorporated the in-room tablets as part of its arrival process. A bellman accompanies guests to the room to do a mini-orientation that introduces guests to the technology and some of its possible uses during their stay.

The hotel has mainly used the mobile app as a branded marketing tool on guests’ personal mobile devices, but one of their short-term goals is to focus on using it as a way to directly communicate property amenities, specials and values to guests.

“Travelers are adapting to technology, and properties are going to have to do the same if they want to stay competitive.”

- Elliot Ford, Lodging Manager, St. Joe Club & Resorts

In addition, hotel staff have utilized Intelity’s platform management tools to maximize benefit from the guest-facing interface. Guest requests placed through the in-room tablets stream directly into a built-in ticket solution, the Request Manager, alerting staff of digital tickets and allowing them to be tracked to fulfillment. Elliot said staff found the Request Manager easy to use and adjusted to it quickly. Members of staff are also able to make immediate updates to the application interfaces, such as changing menu items or prices, using a comprehensive content editor.

Elliot said he feels Intelity’s solutions have truly served to add value to the guest experience and, as a result, helped the resort further justify room rates.

“Travelers are adapting to technology, and properties are going to have to do the same if they want to stay competitive,” he said.