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BLLA Member, INTELITY, Receives 4th Patent for Its Award-Winning Hospitality Technology Platform

The new patent reflects INTELITY’s  deep commitment to innovation in the space of staff collaboration and platform integrations. INTELITY®, the pro...

The new patent reflects INTELITY’s  deep commitment to innovation in the space of staff collaboration and platform integrations.

INTELITY®, the provider of hospitality’s most comprehensive guest experience and staff management platform, has today announced its fourth patent, granted by the United States Patent and Trademark Office. The patent was awarded to INTELITY for its staff collaboration and optimization tool GEMS® (Guest Experience Management System), and reflects INTELITY’s long history of leadership and innovation in hospitality technology.

Founded in 2007, INTELITY was the first company to harness the power of mobile and in-room hospitality technology, creating the very first guest services mobile app for hotels in early 2009, then following with the first in-room hotel tablets at The Plaza in New York City in 2010 just weeks after the release of Apple’s iPad. In the decade since, INTELITY has only continued its pattern of innovation, winning three HTNG TechOvation awards, numerous event awards at shows like HITEC and Phocuswright, and serving as the Forbes Travel Guide Official Mobile and In-Room Technology Provider back-to-back, four years in a row. In 2019, INTELITY expanded greatly by its merger with KEYPR®, and the company now offers guests an unprecedented combination of mobile, in-room, and staff technologies, all working together in a seamless platform.

This new patent in particular covers how, using its scalable cloud architecture, GEMS empowers hotels to deliver fully configurable services to their guests via in-room tablets and guests’ mobile devices. GEMS is the technology that connects every manner of guest interaction—from check-in and room access, to dining, housekeeping, room controls, and more—to a hotel’s systems and staff. It facilitates a streamlined guest experience, offering staff and management a single system to track requests, monitor fulfillment time, set escalations, update menus, engage with guests, enable service recovery, and identify opportunities for new workflows and process optimization going forward.

“This is the engine that powers our entire platform. Every request is received in GEMS, passed along to a property’s existing systems as needed, and then tracked as it’s fulfilled,” said Ira Dworkin, CTO of INTELITY. “The variety of workflow configurations for service requests, work orders and more,  empowers hotel staff to work in ways best matched to their property. Leveraging a deep data and analytics infrastructure also, we can provide an ever-increasing set of deep insights to our customers that help to drive both workflow and revenue optimization.”

Just as critical as the role GEMS serves in everyday operations is the overarching role it serves in integrating a property’s existing technology with the INTELITY platform. With over 150 integration partners, including PMS, POS, ticketing, lock, spa, and room control systems, the INTELITY platform is widely known as the most integrated hospitality platform on the market—allowing hoteliers to connect disparate systems in one connected cloud across their business.

“We are incredibly proud to receive our fourth patent for the INTELITY platform,” remarked Robert Stevenson, CEO of INTELITY. “A property’s tech stack should meet their specific needs and facilitate an impactful digital transformation for both guests and staff without penalizing a hotel’s ROI. GEMS does that and more, providing powerful support out of the box—which is why it’s such an important component  of the INTELITY platform.”

This patent joins three others: another for GEMS and two others for INTELITY’s specialized and fully integrated mobile key technologies. As the brand moves forward, the focus remains squarely on innovation that will facilitate safe, contactless experiences with seamless mobile capabilities for guests and staff. To learn more about GEMS or the full INTELITY platform, visit

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