In 2020, we evolved key elements of our strategy to further strengthen our ability to drive future growth.
Our ambition to deliver high-quality industry-leading net rooms growth is unchanged, driven by continued investment in enhancing our guest and owner offer and developing our brands at scale in high-value markets. Over the long term, with disciplined execution, this drives sustained growth in cash flows and profits, which can be reinvested in our business and returned to shareholders.
What has evolved is how we execute against our strategy, in terms of what we prioritise, the behaviours we champion, and the purpose that guides us. Listening to stakeholders, we’ve evaluated what’s most important, not just to IHG’s growth, but how we grow, taking into account all we’ve learnt from dealing with Covid-19 and planning for a strong recovery over time.
Our evolved priorities put our brands at the heart of our business, and our owners and guests at the heart of our thinking. They recognise the crucial role of a sophisticated, well-invested digital approach, and ensure we meet our growing responsibility to care for our people and make a positive difference to our communities and planet.
Measuring our success
We measure our performance with a set of carefully selected key performance indicators (KPIs), which monitor our success
in achieving our strategy and delivering high-quality growth.
View our KPIs
How we drive demand
Nearly 6,000 hotels and 886,000 guest rooms in more than 100 countries
We have 16 brands serving different guest needs all around the world
One of the world's largest hotel loyalty programmes
Mobile friendly branded websites, offering over 100 brand/language combinations
Food and beverage
15% of total gross revenue in 2020 is non-rooms revenue, with 13% coming from food and beverage
85% rooms revenue delivery*
Commitment to clean
Redefining cleanliness using science-led protocols and service measures through IHG Way of Clean
9 global call centres around the world, covering 13 languages
World class systems
Global Sales force of nearly 21,000
Annual fund to maintain marketing and systems that generate demand for our hotels
*Definition: This figure relates to rooms revenue delivered to hotels through bookings made directly with IHG, bookings by IHG Rewards members made directly with hotels, and bookings made via Online Travel Agencies and the Global Distribution System.