InterContinental Hotels Group’s Tracy Robbins tells us about her vision of an employer brand and how it has transformed the sprawling company into a cohesive unit whose staff, wherever they are, deliver excellence and consistency
Few industries in the world rely so much on consistency as the hotels business. After all, who hasn’t travelled to a luxury hotel in one country and compared it to a sister hotel in another?
Hotels are about creating a memorable experience regardless of location, which makes getting a high level of consistency paramount. Consistency in service, facilities, cleanliness, food, ambiance, you name it – a hotel’s brand and success hinge on being able to deliver uniformity. But trying to maintain that across a global empire of 4,600 hotels in more than 100 countries is a challenging prospect.
For starters, as is the case at the InterContinental Hotels Group (IHG), you have an army of 350,000 people from vastly different cultures to manage. Then there are the different brand offerings – IHG has the upmarket InterContinental Hotels, the mid-market Holiday Inn chain and the boutique ‘wellness’ EVEN Hotels, to name but a few.