Travel & Hospitality

A Room With a View … Forward

The pandemic hit the hospitality industry hard, but IHG Hotels & Resorts is well positioned for a recovery.

By George Turner, Chief Commercial & Technology Officer, IHG Hotels & Resorts

Travel & Hospitality

A Room With a View … Forward

The pandemic hit the hospitality industry hard, but IHG Hotels & Resorts is well positioned for a recovery.

By George Turner, Chief Commercial & Technology Officer, IHG Hotels & Resorts

[We] rapidly pivoted to initiatives to ... make our guests, employees and hotel teams feel safe and comfortable ... and focus on digital and contactless solutions.

In my 12 years at IHG Hotels & Resorts, I’ve always had great confidence in our business model, management team and specifically our resilience. I never thought we would be tested as dramatically as we were starting in early 2020, when COVID-19 swept the world.

The pandemic has been — and continues to be — tragic. Throughout all that, I’m proud that I can say my confidence in our team was well founded. IHG effectively managed through the initial shock of COVID — including record low occupancy — and rapidly pivoted to initiatives to first and foremost make our guests, employees and hotel teams feel safe and comfortable, as well as centralize many operations and focus on digital and contactless solutions. As a result of this approach, we’ve learned a lot of important lessons that will help us continue to navigate our still-challenging environment.

Courtesy of IHG Hotels & Resorts

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