Guest

Creating a Digital Hotel

Intercontinental Hotels Group uses technology to create a superior guest experience

Case Study

IHG partnered with Cisco to enhance its guest Internet experience and build a solid technology foundation for its more than 5,000 hotels worldwide

Challenge

Challenge

  • The biggest source of guest dissatisfaction is Wi-Fi access and a lack of hotel services
  • IHG had more than 100 Internet service providers, each with its own onboarding experience
  • Lack of visibility and control of hotel networks created an inconsistent guest experience
Solution

Solution

IHG implemented one central technology platform, IHG Connect, which includes:

Results

Results

  • Guest satisfaction has improved by more than 10 percent.
  • A better guest technology experience is boosting loyalty program membership
  • Streamlining the guest login process is increasing guest Internet subscription rates and results in more visibility for advertising

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"We're on a mission to transform the guest Internet experience and Cisco’s infrastructure provides a consistent and reliable global platform for this transformation."

Jeff Eckard, VP of Global Hospitality Technology at IHG

Intercontinental Hotels Group

Industry: Hospitality
Solutions: Connected Mobility
Size: 350,000 employees

Made up of 12 hotel chains with more than 5,000 hotels in 100 countries

Summary
Intercontinental Hotels Group