RCI Ventures discovers how revolutionary technology is set to help timeshare resort developments improve guest amenities and experience, as well as back-of-house tracking.

Technology always brings about change - some good, some purely challenging. When Apple's Steve Jobs announced a revolution in handheld computing with the launch of the much-vaunted iPad, Intelity was in podium position to harness its capabilities in the hospitality sector.

Intelity’s Interactive Customer Experience (ICE) system is an in-room and mobile facility that allows guests to request any number of resort services, while other features could prove beneficial to timeshare resort sales and marketing teams.

Much like the already successful ICE Touch, which serves as an in-room solution and back-end monitoring system that organizes, tracks and measures all hotel activity at the touch of a screen, ICE Canvas for iPad will have all the same capabilities on the sleek new traveling tablet.

ICE is a integrated, customizable, branded interface that allows hotel guests to arrange all services instantly via a touch screen from their guest room, laptop or mobile device. From room service and valet to tee-times and spa appointments, ICE is more than an in-room concierge, powering all guest needs on-property and allowing users to customize their language preference so all guests benefit from the solution, no matter what country they call home. Through corporate partnerships, guests can also arrange off-property amenities through ICE, such as purchasing movie tickets, scheduling rental cars and making dinner reservations.

When staying in a timeshare property guests typically have contact with the resort’s management at check-in. ICE works across a variety of platforms – in-room touch screen console, laptops and mobiles – to bring resort services and facilities directly to guests. They can choose from a range of real-time updated room service menus, book activities, trips, spa treatments and make dinner reservations.

ICE really comes into its own, however, for timeshare resorts by extending the sales deck in-room. It assists sales by updating guests on resort progress, sending personal messages, and offering incentives for taking tours through a passive, no obligation platform.

ICE Control System (ICS)

Added to this, Intelity offers back-office tracking software – the ICE Control System (ICS) that allows monitoring of resort activities, including the use of services and facilities, to ensure suitable planning of staff and resources. By time-coding all requests, resort managers can see how long it takes for them to be met and identify any service problems immediately. ICS also tracks activities so that if, for example, 21.00 is a popular time for room service meal requests the resort can have more staff available to reduce waiting times, thus increasing efficiencies and the all important guest satisfaction.

Hacienda Tres Ríos, an RCI Gold Crown resort near Playa del Carmen in Mexico, is one of the early adopters of ICE and will complete installation of the system in Q3, 2009.

The resort, which also has luxury units affiliated to The Registry Collection, is built on green principles and the efficiencies offered by the ICE system will complement its drive towards environmental targets.

Tres Ríos’ brand director Annie Arroyo said: “Guests will have information at their fingertips and are able to read as much or as little about the resort as they desire. They will also be able to make reservations for activities, the spa, a la carte and in-room dining without being required to call someone.

“It is very good for our business because we can measure everything – the popularity of different activities or various menu items, and respond accordingly. We can also measure our response to client requests so we can better our service.”

The environmental benefits of using ICE and ICS have also been identified by Tres Ríos, which believes so much in the product that it is also distributing it in Mexico. “As we strive to maximise resources and reduce our impact on the environment this product is a natural fit,” said Arroyo.

“It allows us to be nearly 100 percent paperless, while increasing guest satisfaction through a quality and efficient service.”

Intelity founder and CEO David Adelson said: “We kept the hotelier in mind in every aspect of the ICE design, from guest experience to revenue generation, system navigation to modification, and most importantly expense reduction.

“ICE is as much a guest amenity as an asset to the hotel. Never before have hoteliers had such high levels of control and insight into staff performance and guest habits.”