InterContinental Hotels Group is trialling and selectively rolling out a number of digital innovations to provide a more personalised and interactive experience for guests.

IHG’s digital initiatives draw on a mixture of mobile-driven and in-hotel technologies.

“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,” said IHG’s senior vice president of digital an voice channels, Michael Menis. “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”

Highlights of the new digitally-driven initiatives include mobile check in services, electronic room keys, and request services, and recognition for IHG Rewards Club members.

Mobile Check-In and Check-Out
The Mobile Check-In and Check-Out services give guests the flexibility to manage their stay via their mobile devices, including confirmation of arrival time and SMS notification of when their room is ready. It is in the process of being rolled out in the Americas, and will be rolled out globally.

Mobile Folio
Mobile Folio is an extension of Mobile Check-In and Check-Out. It allows guests 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
IHG is testing new technologies in the US to support mobile room keys. This will give guests the opportunity to bypass the traditional check-in procedures, allowing them to proceed directly to their room.

IHG Guest Request
Swift responses to guest requests are essential to improving guest satisfaction. With this in mind, IHG 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 of any request is, and who is responding to it.

iBeacon Technology
IHG is also using beacon technology to drive even more personalised and meaningful interactions with its 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 across China.

IHG Translator App 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 some 13 different languages. www.ihg.com