IHG unveils its ‘next generation’ guest experience

InterContinental Hotels Group (IHG) has unveiled its ‘next generation’ guest experience for Holiday Inn Express brand in Europe, in an effort to appeal to the ‘smart traveller’. In order to stay ahead of its guests’ expectations, the hotel lobby, dining area and guest rooms are being redesigned, service delivery revamped and a new food and beverage concept being tested.

Smart technology is also being piloted in an attempt to offer “innovative” and “efficient” technological solutions at “every stage of the guest experience”. The brand’s guest rooms will be fitted with smart TVs, enabling guests to stream their own media from personal devices, a flexible work and rest corner, and a larger bed.

The hotels will also feature the Express Café & Bar – a food and beverage area which will turn from a breakfast area during the day to a bar at night. It will also feature mobile check in, with guests able to check in via IHG’s mobile app or online before they arrive.

Mike Greenup, vice president of Brand Management at IHG, said: “A hotel room is no longer just a place to sleep and our approach to technology and service starts with understanding our guests and their needs across the entire guest journey. This investment in guest insight and innovation is enabling us to stay ahead of the game.