2.25 (1st Presentation) Philip Gardner - VP RM Europe - IHG€¦ · We have a leading and...
Transcript of 2.25 (1st Presentation) Philip Gardner - VP RM Europe - IHG€¦ · We have a leading and...
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Welcome15 May 2017
© 2017 All Rights ReservedProprietary and confidential – Further reproduction or distribution is prohibited
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IHG has a history of innovation and making smart investments in RM Technology
Holiday InnHOLIDEX®, the first of the hotel Central Reservation Systems (CRS)
1964
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IHG has a history of innovation and making smart investments in RM Technology
HIROHoliday Inn Reservation Optimizer launches as the first proprietary RMS
1994 2007 2009PERFORMIHG® launches PERFORM
PRICE OPTIMIZATIONAnd becomes the first hotel company to launch an award winning proprietary Price Optimization module
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IHG has a history of innovation and making smart investments in RM Technology
GUEST RESERVATION SYSTEMIHG® and Amadeus announce the development of a next-generation Guest Reservation System.The new cloud-based communitymodel will be a first for the hotel sector.
2014
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We have a leading and innovative Digital business, driving direct revenue and profitability across the guest journey
15 May 2017
DREAM PLAN BOOK STAYDREAM PLAN BOOK STAY
Segmented & Personal
CommunicationsData-driven
ProgrammaticMarketing
Industry-leading Websites& Apps
Mobile Current Charges
SocialMarketing
Performance Marketing
Stay Preferences
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Guest Reservation System provides availability and pricing from hotel systems to marketing and booking channels
Property Management
System
Sales & Catering
Point of Sale
GRS
Mobile App
Call Centres
OTA
GDS
IHG.com
Hotel direct(And further hotel systems)
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GRS will enhance our offer right across the Guest Journey
Greater yield maximisation, cross-sell and usability
• Top floor, corner room• Late check-out• Restaurant, spa• Meetings rooms• Lounge access
• Tailored offers based on past bookings and stay preferences
• Customised offers during stay: − Dinner for two− Tickets to a show− Golf tee times
• Advanced search: − Hotels near beach− Theatre package
availability− Rooms below a
certain cost
DREAM PLAN BOOK STAY
Enhanced Guest
Experience
New Capabilities
OperationalAdvantages
One-to-one marketing
Customer Centric Shopping
Room & Non-Room Sales
PersonalisedGuest Data
SHARE
IHG Benefits Higher revenues, more granular guest data, more agile systems
7
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We will be able to serve guests in the Plan stage with far more search flexibility
• Hotels with that attribute• List with teaser rates
• Availability calendar for that promotion/package
• Hotels by location with that attribute & availability
• List with teaser rates
• List of hotels with availability at that price point
“Which San Diego hotels offer ocean view rooms?”
“I want to pay less than $150 for a room in DC next week”
“I want the Theatre Time Out package at Paris Le Grand ”
“I’d like a beachfront room somewhere over Easter”
Location & Attribute
Location, Date, Price
Property and Package
Date and Attribute
Search type Guest need Results returned
PLAN
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GRS will enhance our offer right across the Guest Journey
Greater yield maximisation, cross-sell and usability
• Top floor, corner room• Late check-out• Restaurant, spa• Meetings rooms• Lounge access
• Tailored offers based on past bookings and stay preferences
• Customised offers during stay: − Dinner for two− Tickets to a show− Golf tee times
• Advanced search: − Hotels near beach− Theatre package
availability− Rooms below a
certain cost
DREAM PLAN BOOK STAY
Enhanced Guest
Experience
New Capabilities
OperationalAdvantages
One-to-one marketing
Customer Centric Shopping
Room & Non-Room Sales
PersonalisedGuest Data
SHARE
IHG Benefits Higher revenues, more granular guest data, more agile systems
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In the future we will be able to tailor and price our offer accordingly, informed by past booking behaviours
BOOK
Standard room$100
Exec room$200
Quiet ZoneFree**
Top floorFree* / +$20
Corner Room+$15
Near Elevator-$5
Club AccessFree * / +$20
Premium Wifi+$10
Total price$145
* For Spire Elite members** Brand Promise
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GRS will enhance our offer right across the Guest Journey
DREAM PLAN BOOK STAY
Greater yield maximisation, cross-sell and usabilityOperationalAdvantages
IHG Benefits Higher revenues, more granular guest data, more agile systems
• Tailored offers based on past bookings and stay preferences
• Customised offers during stay: − Dinner for two− Tickets to a show− Golf tee times
Enhanced Guest
Experience
New Capabilities
One-to-onemarketing
PersonalisedGuest Data
SHARE
• Top floor, corner room• Late check-out• Restaurant, spa• Meetings rooms• Lounge access
• Advanced search: − Hotels near beach− Theatre package
availability− Rooms below a
certain cost
Customer Centric Shopping
Room & Non-Room Sales
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We have a world-class partner in Amadeus as we shape the future of industry reservations systems
• IHG & Amadeus: defining the future of industry reservations systems
• Amadeus is a highly experienced partner -will build and maintain GRS
• Community model builds scale around a commoditised process− IHG has “first mover” advantage− Supportive of community model
World-leading expertise
Launch partner for BA and Qantas reservation and ticketing systems
Shares IHG’s vision for future of industry reservation systems
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GRS offers significant benefits for IHG, given our advanced, proprietary systems
GRS • Categorise inventory better & display additional room types
CRM systems
Revenue Management
Channel distribution systems
B2B sales systems
• Greater personalisation of offers and upgrades
• Enables upselling at various points in Guest Journey
• Better yield management capabilities
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Our new systems will add value for owners, hotels, guests, and IHG
Improved Owner Value• Compelling Owner Value Proposition• Single provider / one-stop support model (IHG)• Better enable and empower staff to perform
• Streamlined, best-in-class system user experience
IHG Commercial Strategy• Simplify delivery of products and services• Speed to market for key initiatives• Sell the entire guest experience
Welcome
Consistent Guest Experience
• Consistent Brand and richer Guest Experience across hotels
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For hotels: a streamlined, best-in-class user experience and increased profitability
Unparalleled Guest Service
All-New User InterfaceContinuous Education
Enhanced Security
Richer Data & Analytics
Anywhere Access
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After extensive testing, we will start a multi-year rollout this year!
2017 Q1 2017 Q2 2017 Q3 2017 Q4 2018 H1 2018 H2
Testing & integration Alpha, Beta, Pilot Rollout
2019 2020+
Ongoing updates
Growing sophistication and benefits
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We are on a journey to deliver true hospitality - GRS is just the beginning…..
Guest Reservation
System
Revenue Management
Platform
Hotel Management
System
Additional Key System
Enhancements
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15 May 2017 © 2017 All Rights Reserved