IHG Hotels and Resorts: Embracing the Cloud for Business Success

How IHG Hotels and Resorts leverages cloud technology to drive innovation and enhance guest experiences

In today’s digital age, businesses across industries are recognizing the immense potential of cloud technology. IHG Hotels and Resorts, a British multinational hospitality company, is no exception. With a portfolio of 19 hotel brands, including InterContinental, Kimpton Hotels, and Holiday Inn, IHG relies heavily on its sophisticated cloud infrastructure, chatbots, and AI to drive digital business and enhance guest experiences. George Turner, the Chief Commercial and Technology Officer of IHG, believes that their journey to the cloud is pivotal to both their technology and commercial strategies, enabling them to stay ahead in a competitive market.

A Technology Product Development Company

More than 70% of IHG’s hotels operate as franchises, making the parent company a technology product development company that supports the success of its 6,100 franchisee-owned hotels. Turner, who oversees a product-driven organization, is responsible for continuously developing and delivering innovative services to hotel owners and guests. Simultaneously, his teams are focused on expanding IHG’s internal technology stack and services.

The Power of Multicloud Architecture

IHG’s multicloud architecture, anchored by Aviatrix’s cloud networking and Equinix’s interconnection technology, plays a crucial role in bringing the hotel empire closer to its key customers. By leveraging the cloud, IHG can provide seamless connectivity and enhanced services to business and leisure guests, as well as hotel owners. This robust infrastructure enables IHG to streamline operations, increase efficiency, and drive commercial value for the enterprise.

Accelerating Innovation and Agility

One of the most significant advantages of the cloud for IHG is the ability to innovate at an unprecedented pace. Turner highlights that their IT professionals can now develop and implement new solutions in months, a process that previously took years. As an example, IHG created an entirely new demand forecasting model in just six months, leveraging the capabilities of the cloud. This accelerated innovation allows IHG to stay ahead of market trends and deliver exceptional experiences to its guests.

Enhancing Guest Experiences with AI and Chatbots

IHG’s cloud backbone enables the company to leverage emerging Software-as-a-Service (SaaS) offerings, such as Speakeasy AI conversational chatbots. These chatbots enhance guest experiences by providing instant assistance and personalized recommendations. Additionally, IHG has developed its own IHG Voice Cloud AI service, which aids guests and reception desk clerks at hundreds of hotels. The cloud empowers IHG to continuously improve its services and adapt to the evolving needs of its guests.


IHG Hotels and Resorts’ embrace of cloud technology has transformed the way they operate and deliver services to their guests. By leveraging multicloud architecture, IHG has achieved unprecedented levels of agility, innovation, and commercial value. The cloud has enabled IHG to enhance guest experiences through AI-powered chatbots and personalized services. As the hospitality industry continues to evolve, IHG’s commitment to the cloud positions them at the forefront of innovation, ensuring that they remain a leader in the global hospitality market.






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