IHG Embracing Technology to Enhance Guest Experience

InterContinental Hotels Group is trialling and selectively rolling out several digitally-driven innovations to provide a more personalised and interactive experience for guests.

IHG’s digital initiatives draw on a mixture of mobile-driven and in-hotel technologies.

Michael Menis, Senior Vice President Digital and Voice Channels, IHG, said, “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. 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.”

Mobile Check-In and Check-Out

The Mobile Check In and Check Out service gives guests the flexibility to manage their stay via their mobile device, including confirmation of arrival time and SMS notification of when their room is ready. It is in the process of being rolled out in the Americas region and will be rolled out globally over time. US-based IHG Rewards Club elite members will have exclusive access to the service in the first instance, as IHG continues to link loyalty and direct booking with its most innovative services.

Mobile Folio

Mobile Folio is an extension of Mobile Check in and Check Out. It allows guests to view their hotel bill in real time on their mobile device, before receiving their final bill during Mobile Check Out, via the IHG App.

Mobile Room Key Technology

IHG is testing new technologies in the US to support mobile room keys. These will give guests the opportunity to bypass the front desk when checking into their room.

IHG Guest Request

Swift responses to guest requests are essential to improving guest satisfaction. With this in mind, IHG is trialling IHG Guest Request, a service which allows guests to make a request instantly through the IHG App. The App then uses a platform which logs, assigns and tracks requests, making it clear to hotel staff what the current status is and who is responding.

iBeacon Technology

IHG is also using beacon technology to drive even more personalised and meaningful interactions with its guests. Beacons placed in the lobbies and restaurants of our hotels recognise IHG Rewards Club members using the IHG App in close proximity. They then send information to the guest’s smartphone, including personalised notifications and offers relevant to their stay. The pilot is being implemented in a selection of hotels in China.

IHG Translator App for Apple Watch

By speaking directly into the watch, or selecting from a range of pre-loaded common phrases, the app gives travellers access to on-demand translations from English into 13≠ different languages.