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Morgans Hotel Group Invests in In-Room Concierge Tool

Morgans Hotel Group Co. plans to launch a new virtual concierge program, a digital supplement to its renowned guest engagement manager (GEM) services. This initiative utilizes Intelity's ICE (Interactive Customer Experience), via iPads, which will be available in all guest rooms at Royalton.

This latest amenity will deliver content from "The List" destination guide (curated by the group's concierge teams in collaboration with UrbanDaddy); access to the companies' acclaimed music compilations; bespoke content relating to Fashion Week, the Armory Show and other current, New York related events and access to select movies and television shows. In addition to these built in features, mobile applications and services will also be included.

This innovative hospitality development will offer guests the opportunity to interactively explore the hotel's many amenities, browse and order in-room dining options, communicate with the concierge for tickets to events, or arrange a car service; all on brand new Apple iPads. Guests will even be able to personally manage their requests using the new ICE Touch program in-room technology. From the convenience of their room, guests will have direct communication with hotel management allowing them a novelty experience and further establishing a seamless stay at Royalton.

In addition to serving as a resource for guests, this new platform also offers advanced communication tools for hotel staff, including real time messaging, notes from the General Manager, messages regarding programmed events, and information on specialty cocktails and featured menu items from the restaurants' chef. Hotel employees will even be able to program specific video or on-screen messaging for in-house groups. Royalton, already renowned for their staff and service, expects this program to enhance guest communication while heightening operational efficiencies.

"This digital extension of our GEM program, is truly innovative within the boutique hotel sector," says Dave Weidlich, Executive Vice President of Operations for Morgans Hotel Group. "This is an opportunity for Morgans Hotel Group to provide a unique and engaging guest experience, while staying on the cutting edge of technology." The innovation will launch in time for New York Fashion Week in September.

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