How IHG Hotels and Resorts leverages the cloud to drive innovation and enhance guest experiences
In the fast-paced world of hospitality, staying ahead of the competition is crucial. For IHG Hotels and Resorts, the cloud has become a vital tool in their pursuit of success. With a portfolio of 19 hotel brands, including InterContinental, Kimpton Hotels, and Holiday Inn, IHG relies on its sophisticated cloud infrastructure, chatbots, and artificial intelligence (AI) to drive digital business and provide exceptional guest experiences. This article explores how IHG has embraced the cloud to transform its operations and enhance its commercial value.
A Technology-Driven Franchise Model
IHG operates primarily as a franchise model, with over 70% of its hotels owned by independent franchisees. This unique structure positions IHG as a technology product development company that supports its franchisees in boosting occupancy rates and revenues. George Turner, the chief commercial and technology officer, plays a pivotal role in driving this success. He oversees a product-driven organization responsible for developing and delivering innovative services to hotel owners and guests while simultaneously building IHG’s internal technology stack.
The Power of Multicloud Architecture
At the heart of IHG’s technology infrastructure lies its robust multicloud architecture. Leveraging Aviatrix’s cloud networking and Equinix’s interconnection technology, IHG can bring its hotel empire closer to its customers. This architecture enables seamless connectivity and data exchange between IHG, its franchisees, and guests, facilitating personalized experiences and efficient operations.
Accelerating Innovation in the Cloud
The cloud has revolutionized IHG’s ability to drive innovation. Turner emphasizes that IT professionals can now achieve in months what used to take years. For instance, IHG developed a new demand forecasting model within six months, leveraging the cloud’s capabilities. This accelerated pace of innovation allows IHG to stay agile and responsive to market demands, ultimately enhancing its commercial value.
Enhancing Guest Experiences with AI
IHG harnesses the power of AI to enhance guest experiences. Through partnerships with emerging software-as-a-service (SaaS) providers like Speakeasy AI, IHG has implemented conversational chatbots that assist guests and reception desk clerks across hundreds of hotels. Additionally, IHG has developed its own IHG Voice Cloud AI service, further streamlining guest interactions and improving overall satisfaction.
The Cloud as a Catalyst for Growth
The cloud has become IHG’s catalyst for growth, enabling the company to adapt to evolving customer expectations and industry trends. By embracing cloud technologies, IHG can quickly deploy new services, scale its operations, and leverage emerging technologies to stay ahead of the competition. This strategic approach positions IHG as a leader in the hospitality industry.
Conclusion:
IHG Hotels and Resorts’ journey to the cloud has proved to be a game-changer. Through its robust multicloud architecture and strategic partnerships, IHG has leveraged the cloud to drive innovation, enhance guest experiences, and create commercial value. By embracing the cloud, IHG has positioned itself as a technology-driven company that is agile, responsive, and poised for continued success in the ever-evolving hospitality landscape. As the industry continues to evolve, it is clear that the cloud will remain a key enabler for IHG’s business growth and customer satisfaction.
Leave a Reply