IHG ahead of the game with new tech features

InterContinental Hotels Group (IHG) will trial and selectively roll out several digitally-driven initiatives 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 cloud-based Guest Reservation System (GRS).

Michael Menis, senior vice president digital and voice channels, IHG, commented: “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.”

One example of the new initiatives, is a collaboration with Stay.com, a digital travel service, which allows guests to research and plan their travel, and create personalised travel guides to share with friends.

IHG will begin directing guests to Stay.com from June 25, where they will be able to download their guides to Stay.com’s mobile app, which includes access to tips, insights and recommendations from hundreds of local influencers around the world.

The operator’s mobile check in and check out service is also 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.

Article continues on next page...

Mobile Folio is an extension of mobile check in and check out and it allows guests staying with IHG 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 is also being tested out in the US and this will allow guests to bypass the front desk when checking into their room.

Additionally, the operator 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.

Another technology, being piloted in a selection of IHG’s China hotels is iBeacon, whereby ‘beacons’ placed in lobbies will pick up on the IHG app being used in close proximity, to identify IHG Rewards Club members.

They will then send information to the guest’s smartphone, including personalised notifications and offers relevant to their stays.

In March, IHG announced that key features of its IHG Translator App would be available 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.

This builds on the success of the IHG App for mobile, which has received more than 4 million downloads since its launch.