InterContinental Hotels Group is trialling and rolling out several digitally-driven innovations to provide a more personalized and interactive experience for guests. The announcement follows IHG’s signing in April of an agreement with technology company Amadeus to develop a cloud-based Guest Reservation System.
“We continuously gather insights from consumers, which enables us to research, develop, pilot, and launch new ways of engaging with guests across their Guest Journey,” said Michael Menis, senior vice president of digital and voice Channels at IHG. “The initiatives we are showcasing today are really exciting because they reinforce how our digital capabilities add value beyond the booking opportunity. They are an illustration of how we evolve our content strategy to stay connected with guests and develop more meaningful relationships with them.”
IHG’s digital initiatives draw on a mixture of mobile-driven and in-hotel technologies. They include a collaboration with the digital travel service Stay.com; mobile check in and check out; mobile folio; mobile room key technology; IHG Guest Request, a service that allows guests to make a request instantly through the IHG app; iBeacon technology; and the IHG Translator App for Apple Watch.
Mobile check in and check out is in the process of being rolled out in the Americas region and will be rolled out globally over time. IHG is testing new technologies in the U.S. to support mobile room keys. The pilot for iBeacon technology is being implemented in a selection of hotels in China.
