MUSCAT: In the second part of this exclusive Observer interview, Haitham Mohammed Mattar (pictured), Managing Director, India, Middle East & Africa (IMEA), IHG Hotels & Resorts, sheds light on the distinctive value proposition that IHG brings to the hospitality sector in the Sultanate of Oman, as well as the wider Middle East region.
The first part, published on January 27, 2023, outlines the growth of IHG’s portfolio in Oman and its commitment to providing world-class hospitality experiences to visitors from different geographies and cultural backgrounds.
What stands out from among IHG competitors in the global market?
We have made major strides in recent years that are fueling growth for today and tomorrow. Whether that be enhancing the quality of our existing estate through new designs, F&B concepts, renovations and removals. Or diversifying our brand portfolio by expanding our mainstream offer, transforming our Luxury & Lifestyle capabilities, providing a greater choice of resort locations and all-inclusive stays, and strengthening our ability to seal conversion deals.
For our guests, love and trust starts with consistently meeting their expectations around product, service, cleanliness, availability and affordability. Leading design, great F&B, an attractive loyalty offer, and cutting-edge technology also matter a great deal, and how our people bring it all together is what is creating the memorable experiences and building lasting connections.
How do you see the consumer landscape and their evolving needs in the next decade?
In a global study commissioned by IHG, we found that 83 per cent of consumers would choose a hotel brand that operates responsibly, with guests willing to spend on average 31 per cent more on accommodation that meets this need. In response to this growing appetite for more eco-friendly stays, search engines and OTAs are now highlighting a hotel’s credentials.
For example, Google now labels hotels meeting its sustainability criteria as Eco-certified and even Booking.com applies its Travel Sustainable badge to hotels.
This attention to how a hotel operates is shared across corporate and leisure guests, with an increasing number deciding whether to book a stay based upon a property’s carbon footprint, sustainable practices and how it supports its local communities.
It’s a trend that will continue to accelerate, with 90 per cent of IHG’s top global customers having already made net-zero or carbon-neutral commitments in recent years. We have also seen some customers taking efforts to prioritise or flag sustainable hotels within their internal booking channels
What newer aspects do you plan to keep the guests tied to the hospitality sector?
We are bringing new brands to the region and diversifying our offering to keep guests with varied requirements engaged with IHG. In the last few years, we have launched voco, Hotel Indigo and Vignette in the Middle East as well as introduced our existing brands in the region to new markets.
As our guests embark on a new era of travel, we have transformed loyalty with IHG One Rewards – a new and improved offer that gives members more tailored experiences and many more options to earn and redeem points across our brands. Through IHG One Rewards, we will continue to bring more enhancements to the guest experience which will include strategic partnerships to help our brands reach new audiences.
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