Intercontinental Hotels Group Success Story

How IHG revamped its approach to sales training, integrating gamification to improve sales representatives’ engagement

In 2012, IHG identified an unmet need within six vertical sectors of the small groups and meetings marketplace. Realizing this, IHG moved forward to define a competitive differentiator by establishing a standard of industry-specific specialized service, nurture repeat business, while driving revenue. This would require a complete reprogramming of training and development for its hotel sales teams. 

The solution was the hotel industry's first sector-focused gamified training portal. The IHG team designed the company’s gamification solution around three specific goals:

  1. Increase knowledge of industry sectors targeted for meeting sales.
  2. Encourage cross-property and cross-geography collaboration and knowledge sharing among sales reps.
  3. Boost revenue from meetings.

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