18 June 2015
IHG launches series of mobile and in-hotel digital technology pilots
InterContinental Hotels Group (IHG®), one of the world’s leading hotel companies, has today announced that it is trialling and selectively rolling out several digitally-driven innovations to provide a more personalised and interactive experience for guests. The announcement follows IHG’s signing in April of a landmark agreement with leading technology-solutions company Amadeus, to develop a powerful cloud-based Guest Reservation System (GRS) – a first for the hospitality industry.
Michael Menis, Senior Vice President Digital and Voice Channels, IHG, commented: “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.”
IHG’s digital initiatives draw on a mixture of mobile-driven and in-hotel technologies, allowing IHG to own the Stay experience and add value across other areas of the Guest Journey through consumer-focused propositions.
Travellers want to experience the destinations they visit in the same way a local would. We always look for ways to deliver compelling and authentic digital content across the Guest Journey that allows them to do exactly that. As part of this commitment, we are collaborating with digital travel service, Stay.com. Guests booking with IHG in one of more than 50 key destinations across the globe will be able to use Stay.com to research and plan their travel, and create personalised travel guides to share with friends. The guides can be downloaded to Stay.com’s mobile App*, for use both on and offline. They include access to tips, insights and recommendations from hundreds of local influencers around the world.
IHG will begin directing guests to Stay.com from 25th June, 2015.
Mobile Check In and Check Out
Our 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 our 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 our most innovative services.
Mobile Folio is an extension of Mobile Check in and Check Out. It allows guests staying with us 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
We are 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, we are 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.
We are using iBeacon technology to drive even more personalised and meaningful interactions with our 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™
In March, we announced that key features of our highly-rated IHG® Translator App would be available for Apple Watch™, helping travellers make the most of their experience, wherever they are in the world. 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. This builds on the success of the IHG® App for mobile, which has received more than 4 million downloads+ since its launch.
*The Stay.com mobile app is available to download for both Apple and Android devices.
≠IHG® Translator Apple Watch App – available languages:
1. Castilian Spanish
+As at June 2015
For further information please contact:
+44 (0) 1895 512 097
+44 (0) 7527 424 046
IHG (InterContinental Hotels Group) [LON:IHG, NYSE:IHG (ADRs)] is a global organisation with a broad portfolio of hotel brands, including InterContinental® Hotels & Resorts, Kimpton Hotels & Restaurants, HUALUXE® Hotels and Resorts, Crowne Plaza® Hotels & Resorts, Hotel Indigo®, EVEN™ Hotels, Holiday Inn® Hotels & Resorts, Holiday Inn Express®, Staybridge Suites® and Candlewood Suites®.
IHG manages IHG® Rewards Club, the world’s first and largest hotel loyalty programme with nearly 86 million members worldwide. The programme was relaunched in July 2013, offering enhanced benefits for members including free internet across all hotels, globally.
IHG franchises, leases, manages or owns more than 4,900 hotels and 720,000 guest rooms in nearly 100 countries, with more than 1,200 hotels in its development pipeline. Over 350,000 people work across IHG’s hotels and corporate offices worldwide.
InterContinental Hotels Group PLC is the Group’s holding company and is incorporated in Great Britain and registered in England and Wales.
Visit www.ihg.com for hotel information and reservations and www.ihgrewardsclub.com for more on IHG Rewards Club. For our latest news, visit: www.ihg.com/media, www.twitter.com/ihg, www.facebook.com/ihg or www.youtube.com/ihgplc.