ST Women in Technology - 16

Building the hotel
of the future
I spent 15 years in financial services, so moving
to the hospitality industry was a big change. I
had to learn a completely new business while
at the same time strengthening many of our
technology capabilities. I've spent a lot of time
on stabilizing the technology stack in addition
to building a service-oriented architecture for
agility while making sure we have the right talent
and the right strategic suppliers.

OUR GOAL TEN YEARS FROM NOW
IS A FRICTIONLESS CUSTOMER
EXPERIENCE THAT STARTS IN THE
SPACE WHERE GUESTS ARE JUST
STARTING TO THINK ABOUT A
VACATION OR BUSINESS TRIP AND
ENDS AFTER THEIR STAY.

Today, a guest who wants two towels and a hair
dryer delivered to their room has to call the
front desk and then wait. In the future, I can see

16

them placing the request on the IHG mobile app
and being able to see the status of the request,
from the moment housekeeping gets it to the
moment someone delivers it to the room. In
order to get there, we have to move a heavily
on-premise IT infrastructure into the cloud
and focus on using data analytics and artificial
intelligence to personalize the experience to
each guest.
Our goal ten years from now is a frictionless
customer experience that starts in the space
where guests are just starting to think about a
vacation or business trip and ends after their
stay. We also want to create a frictionless
experience for the hotel operator so that
guests' mobile devices can automatically let
hotel staff know right away who just walked
into the lobby, their loyalty program status,
how to greet them, what to offer them, which
room they've reserved, and so forth. We want
to make it so the front desk operator doesn't
have to think about anything except providing a
great guest experience.



ST Women in Technology

Table of Contents for the Digital Edition of ST Women in Technology

Contents
ST Women in Technology - Cover1
ST Women in Technology - Cover2
ST Women in Technology - 1
ST Women in Technology - Contents
ST Women in Technology - 3
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ST Women in Technology - Cover4
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ST Women in Technology - Poster 1
ST Women in Technology - Poster 2
ST Women in Technology - Poster 3
ST Women in Technology - Poster 4
ST Women in Technology - Poster 5
ST Women in Technology - Poster 6
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