ORLANDO—AAA has revised its Approval Requirements and Diamond Rating Guidelines to now “reflect the importance of connective technologies that allow guests and lodging operators to interact on an increasingly personalized basis.” What this means to hoteliers looking for a higher AAA Diamond Rating is they will now be expected to connect their guests to hotel staff and services by smartphones and tablets and keep them engaged via mobile apps, mobile keys and mobile concierge services.
Here are a few ratings criteria that AAA inspectors will be looking for when reviewing property technologies:
• Guest Services Category – Guest service is available by alternate means
(digital application, texting, in-room device)
• In-Room Dining – Service number is answered within three rings,
or instant access is available through other device/system
• Check-Out Services – Alternative check-out methods are available (mobile/online/in-room device)
“As developer of the world's first and most widely used integrated guest-services platform, Intelity’s award-winning Interactive Customer Experience™(ICE) technology is equipping hotels with the guest-facing tools they need to improve their AAA Diamond Rating,” said David Adelson, Intelity CEO. “ICEapp, ICEweb, ICElobby, and ICEbedside are giving guests fingertip connectivity to the hotel along every step of their journey, from the moment reservations are made till long after travelers check out. By giving guests direct digital access to request things like room service, housekeeping or wake-up calls, hoteliers are revolutionizing and personalizing the guest experience.”
Connective Technology & Lodging Approval Requirement
To be classified as a “Distinguished” hotel and achieve a 3-Diamond rating, hotels much provide wireless Internet access throughout the property and include an additional connectivity option, such as a mobile device available for check-in/out (ICElobby). A “Refined” hotel with a 4-Diamond rating must provide superior Internet speed and capacity throughout the property, must support remote guest-service access through mobile devices (ICEapp and ICEweb) PLUS offer one additional technology feature, such as mobile device room-key access (MiKEY). The “Ultimate Luxury” classification for a 5-Diamond hotel rating requires “leading-edge technology” and must provide advanced guest connectivity capability across all guest interactions (ICEbedside and ICEvoice) including front-desk, bell service, concierge, maintenance, food and beverage, housekeeping, and recreation, PLUS the hotel must offer one additional technology feature, such as mobile device room key access (MiKEY).
“Intelity has developed the guest services technologies that AAA inspectors are looking for to allow guests and lodging operators to interact on an increasingly personalized basis,” Adelson said. “Our MiKEY module facilitates Mobile Check-in, Mobile Check-out, and Mobile Key functionality. When guests download the hotel’s mobile app onto their devices of choice, as long as the app is powered by Intelity, they can book a hotel, check-in remotely, skip traditional front-desk check in and use their smart device to securely unlock their room door. Even more exciting, our new ICEvoice virtual concierge solution enables guests to make service requests, adjust room controls or listen to music with just a few simple voice commands.
“We encourage any hotel looking for innovative, fun and interactive ways to improve their AAA Diamond rating to reach out to Intelity,” he said. “We’ve got the tools needed to connect hoteliers to guests, thereby serving them better than ever before. You don’t have to be a luxury hotel to offer AAA 5-Diamond service. All you need is Intelity.”