Why IHG’s CEO Believes Travel Holds the Key to Global Connection

Elie Maalouf leads IHG Hotels & Resorts, one of the world’s largest and most influential hospitality companies, spanning more than 6,000 hotels and 20 brands worldwide.

His perspective matters because few leaders balance global scale with a commitment to personal service as deftly as he does.

Ahead of his session at Skift Global Forum, Maalouf shares the importance of connecting the human side of hospitality with the forces of technology, cultural shifts, and market expansion.

“Hospitality is, and will always be, about how we make people feel. Our hotel teams make a difference to a million guests every day and it is the human side of hospitality that will remain the most important part of the experience.”

Maalouf highlights how technology enhances, rather than replaces, the guest experience:

• “Our digital chatbot handled 1.9 million guest conversations in the first half of this year, up 27% on a year ago, efficiently resolving queries like booking amendments or ‘what time is breakfast?’ through AI-backed technology.”
• “By automating routine tasks for example, we’re freeing up our teams to focus on higher-value service.”
• “By using technology, data and insights, we anticipate guest needs, personalise experiences, and deliver meaningful moments, including for over 145 million IHG One Rewards members.”

He also highlighted game-based mobile training platforms for staff that boost performance and motivation, underscoring how digital tools enhance rather than replace the human touch.

“Understanding and respecting differences in others is an important part of the travel experience. It’s an intrinsic human trait to want to travel, explore, connect and belong. History shows that no matter what’s going on in the world, this desire has always remained strong.”

Maalouf emphasizes that IHG’s global footprint places the company at the center of moments that matter:

• “Across thousands of hotels and over 1 million rooms, we host life’s most memorable moments – new discoveries and new encounters, family weddings and reunions, business connections and breakthroughs, global diplomacy.”
• “If it matters in life, it happens in our hotels. That’s a responsibility we cherish.”

For him, travel remains a unifying force, even in times of uncertainty.

“We’re not betting on one big thing; but rather investing consistently in many areas. We’re constantly developing every part of what we do, so the future of our hotel business isn’t about a single breakthrough. It’s about building an enterprise that delivers consistent, scalable value, for guests, hotel owners, our communities and shareholders.”

Maalouf outlines IHG’s strategy of broad-based investment and steady growth:

• “Over the past decade, we’ve doubled our portfolio to 20 brands, meeting guest and owner demand in more stay segments and more high-growth markets globally.”
• “In the first half of 2025 alone, we opened a record number of hotels and signed significantly more into our development pipeline year-on-year.”
• “Since relaunching IHG One Rewards in 2022 our programme is driving deeper guest engagement and delivering stronger owner returns with loyalty penetration over 65% of room nights globally and over 70% in the US.”
• “As our global footprint increases, so does our dedication to growing responsibly for our people, communities, and environment.”

The takeaway: growth at IHG is deliberate, diversified, and anchored in both innovation and responsibility.

Maalouf’s insights reflect a future where technology amplifies human connection, travel bridges cultural divides, and consistent investments shape an enduring hospitality enterprise.

To hear more from Elie Maalouf and other global leaders shaping the future of travel, join us at Skift Global Forum. Secure your spot today and be part of the conversation redefining the hospitality industry.