How IHG Hotels and Resorts leverages the cloud to enhance guest experiences and drive commercial value
In today’s digital age, businesses across industries are increasingly turning to cloud technology to streamline operations, enhance customer experiences, and drive commercial success. IHG Hotels and Resorts, a leading multinational hotel chain, is no exception. With a portfolio of 19 hotel brands and over 6,100 hotels worldwide, IHG relies heavily on its sophisticated cloud infrastructure, chatbots, and AI to cater to the needs of its guests and hotel owners. This article delves into how IHG has embraced the cloud to revolutionize its technology and commercial strategies, ultimately propelling the company to new heights of success.
The Cloud as the Cornerstone of IHG’s Technology and Commercial Strategies
George Turner, the Chief Commercial and Technology Officer of IHG Hotels and Resorts, emphasizes the critical role the cloud plays in the company’s overall strategy. Turner states that the journey to the cloud is of utmost importance, serving as the foundation for both their technology and commercial initiatives. With a significant portion of IHG’s hotels operating as franchises, the company operates as a technology product development company, leveraging the cloud to drive occupancy rates and revenue for its franchisees.
Multicloud Architecture for Seamless Connectivity
IHG’s extensive multicloud architecture, anchored by Aviatrix’s cloud networking and Equinix’s interconnection technology, enables the company to establish closer connections with its key customers – business and leisure guests, as well as hotel owners. This robust cloud infrastructure ensures seamless connectivity and empowers IHG to deliver innovative services continuously, enhancing guest experiences and meeting the evolving needs of hotel owners.
Accelerating Innovation and Commercial Value
One of the significant advantages of IHG’s cloud adoption is the ability to drive innovation at an unprecedented pace. Turner highlights that IT professionals can now develop and implement new solutions in the cloud within months, a process that previously took years. As an example, IHG created a new demand forecasting model leveraging cloud capabilities in just six months. This accelerated innovation empowers IHG to stay ahead of the competition and deliver enhanced commercial value to its enterprise.
Leveraging SaaS Offerings and AI Capabilities
IHG’s cloud backbone also enables the company to take advantage of emerging Software-as-a-Service (SaaS) offerings. By leveraging Speakeasy AI conversational chatbots and their own IHG Voice Cloud AI service, IHG enhances guest experiences and streamlines operations across hundreds of hotels. These AI-powered solutions provide guests with seamless interactions and assist reception desk clerks in delivering exceptional service.
Conclusion:
IHG Hotels and Resorts’ embrace of cloud technology has proven to be a game-changer, revolutionizing the way the company operates and interacts with its guests and hotel owners. The cloud serves as the cornerstone of IHG’s technology and commercial strategies, enabling accelerated innovation, seamless connectivity, and enhanced guest experiences. As IHG continues to leverage the cloud and explore emerging technologies, the company is well-positioned to maintain its leadership in the hospitality industry and shape the future of guest experiences.
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