IHG direct business reaches 80%

Hotel groups are investing in technology and loyalty programs to drive direct bookings, as IHG noted in its earnings report

Elie Maalouf, CEO of InterContinental Hotels Group, highlighted the company's continued investment in its guest reservation system (GRS), which was developed with Amadeus and first launched in 2015. In addition to the GRS, IHG has developed a revenue management system (RMS) and has begun work on a new property management system (PMS).

Key takeaways

• The GRS now facilitates the upselling of room attributes in more than 6,000 hotels, with average upsell values of $40 in the Luxury and Lifestyle segment and $20 in the Essentials and Suites properties;
• The cloud-based RMS, which has been implemented in approximately 1,700 hotels, is set to transform the way hotels manage booking channels and pricing. According to Maalouf, the sophisticated platform leverages world-class data science, predictive tools and AI to deliver advanced insights and recommendations, with early pilots showing promising revenue gains.

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