Our culture of responsible business

In a climate where employees, guests and other stakeholders are seeking confirmation that companies share their values, the things we do to instil a culture of responsible business across the Group contribute to the credibility and value of the IHG brand and our hotel brands.


score on the Human Rights Campaign's 2017 Corporate Equality Index

These include:

  • Strong governance and leadership which promote responsible business attitudes and behaviours throughout IHG.
  • Ensuring our employees understand key legal and reputational issues and Winning Ways.
  • Ensuring the safety and security of employees, guests and other visitors to our hotels and offices.
  • Operating effective risk management and internal controls.
  • Engaging in responsible procurement.

How we care for our guests and employees

We take the safety of guests, colleagues and visitors to our very seriously. We manage safety and security through a global management system that includes Brand Safety Standards, and a suite of risk guidance, training and toolkits that are available to all hotels. A global team of safety and security specialists co-ordinate and monitor the system and promote a safety governance structure from individual hotels to the IHG Board. They help hotels identify, prepare for, minimise and respond to fire, health, safety and security risks. By monitoring and reporting on hotel performance against safety compliance and best practice, these specialists can evaluate emerging threats and risks so that IHG can respond accordingly.

Our Global Intelligence and Threat Team use an intelligence-led, threat-based security approach to monitor the risks and threats posed to our hotels and to set the mitigations and policies to address these. Risks include terrorism, changing political landscapes, digital security and natural disasters. Our well-tested crisis management system enables us to bring the necessary skills and expertise together so that we can quickly direct resources and support exactly where it is needed worldwide.

UK Crisis management

In May 2017, a terrorist bomb was detonated inside the Manchester Arena, UK, killing 22 people and injuring more than 100 people. Holiday Inn Express Manchester City Centre – Arena and Crowne Plaza Manchester City Centre were close to the location of the attack and provided refuge for individuals affected. A crisis management group with representatives from Operations, Safety, Intelligence, Legal, Communications and Human Resources worked together to provide up to date intelligence and advice to our hotels in Manchester and then across the UK, as the national threat level was increased.

Data privacy and security 

Data privacy and the way we handle the personal data of guests, colleagues and others is extremely important to us. It is important that we are transparent with guests on this topic and our Privacy Statement available on our external website explains how we handle and use guest data across our reservation systems, to operate our IHG Rewards Club programme and for marketing purposes. The topic is covered in our Code of Conduct, the IHG Handling Personal Data Policy and our Information Security Policies. Through our information security programme we use risk-based methods to build capability and resilience into our systems and processes. The approach to the risk is overseen by an Information Security Steering Committee.  We also monitor developments in legislation carefully and a current area of focus is the new EU General Data Protection Regulation which will come into force in 2018.

Our training in this area includes our e-learning 'Code of Conduct: Handling Information Responsibly' which is mandated for all corporate colleagues and GMs and Heads of Departments in our managed hotels.  As at the end of 2017 a total of over 35,000 colleagues had completed this training with more than 8,000 courses completed during 2017.