IHG Spent 8 Years on Its Tech. Now It Says the Payoff Is Starting

IHG spent eight years replacing its core technology systems. Now, its CEO says, the payoff is beginning to show up in franchisee margins.

Speaking in an exclusive Skift interview at the NYU IHIF conference this month, IHG CEO Elie Maalouf described an overhaul that most hotel companies are still attempting. It’s fully deployed a reservation system built with Amadeus, an AI-driven revenue-management platform from Revenue Analytics, and most guest data in Google’s cloud. The new property-management system is halfway through a rollout to roughly 4,000 hotels and is expected to finish by year-end.

The result, Maalouf said, is that IHG can now do things at scale that were previously too costly, such as personalizing offers to the more than 160 million members of its loyalty program, surfacing relevant upgrades and add-ons