What makes 97% employees at IHG Hotels & Resorts endorse the brand
About The Company
IHG® Hotels & Resorts is one of the world’s leading hotel companies, powered by around 385,000 colleagues across more than 100 countries, all committed to delivering True Hospitality for Good. With a diverse portfolio of well-differentiated brands, we serve a wide range of guests and are trusted by millions of consumers worldwide. Our scale, global presence, and people-first culture allow us to create exceptional experiences, foster sustainable growth, and strengthen our position as a hospitality leader across markets.
- Industry: Hospitality
- Employee Strength: 4500+ India-based employees
IHG Hotels & Resorts, a leading hospitality brand, has a growing presence in India with 59 operating hotels across six distinctive brands: Six Senses, InterContinental Hotels & Resorts, Crowne Plaza, Holiday Inn, Holiday Inn Express, and Voco. With a multi-generational workforce of over 4,500 colleagues, it has been actively redefining its workplace culture. Seeking external benchmarking in key culture markers, in 2017, IHG first partnered with Great Place To Work India and has entrusted it as its workplace culture partner ever since.
Key Highlights:
- Ranked among Top 10 in India’s Best Companies To Work For 2025
- 97% of its employees confirm they would endorse IHG as a great workplace
- Recognised as one of the Best Workplaces™ in Asia 2025
Culture Assessment and More
The journey began with insights from the Trust Index and Culture Audit. The Trust Index Survey assesses employee perceptions, fostering trust, camaraderie, and fairness. Culture Audit assesses an organisation’s practices to evaluate how well its culture supports employees and their potential.
Great Place To Work shared detailed reports and presentations with actionable insights to enhance its culture. IHG thoroughly utilised these findings to deep dive into demographic-based and location-specific insights, uncovering differences in leadership styles and employee sentiment across its properties. Knowledge of these gaps was then used as an opportunity for growth.
Trust Index Deep Dive and Culture Transformation
In the 2023 Trust Index survey, IHG observed ‘recognition’ and ‘fairness’ as key focus areas with scores falling slightly below the benchmarks. In response, it implemented unit-level recognition programs and launched peer-to-peer appreciation initiatives throughout 2023–24.
The result was a clear shift in sentiment: by the 2024 survey, recognition scores had improved by nearly 8 points, and fairness perceptions rose by 6 points, reflecting the tangible outcomes of focused leadership interventions.
5-day work week in its hotels
A rarity in the hotel industry.
A Big Hairy Audacious Goal: Five-year strategic intervention to make employee infrastructure as exceptional as guests
Voice of Colleague councils
Voice of Colleague Council was launched to give every department, from Food & Beverages to Engineering, a seat at the table. Colleagues are nominated from each department, to represent them at meetings led by the Hotel General Manager, to connect and share honest feedback.
Special inclusion drives
As a part of a special inclusion drive, IHG hires and trains people with disabilities. People with speech and hearing impairments are hired and trained to excel at their jobs. Sign language posters are established in the back areas to equip all colleagues in communicating effectively.
The successful implementation of these initiatives reflects a commitment to employee feedback and cultural transformation.
Culture Redefining Tenets by Great Place To Work
01 Location-specific insights
For example, feedback from certain city hotels highlighted the need for greater career visibility and structured development pathways. In response, IHG introduced focused learning modules and mentoring programs, ensuring colleagues see clear growth opportunities within IHG.
The impact: 1-point rise in employee satisfaction with career growth opportunities on Trust Index Survey and 3-point rise in internal survey around career and growth opportunities provided in IHG. As a highlight, cities like Hyderabad and Chandigarh scored an absolute 100% in their Trust Index statement, demonstrating opportunities for employees’ career growth.
02 Demographic-based insights
The result: a double-digit improvement in new hire retention within a year. The engagement score of its women employees also increased to an impressive 94%.
Relatively lower engagement sentiment was also observed among colleagues above 55 years of age. In response, IHG improved its inclusion practices and senior talent engagement. It conducted dedicated Focus Group Discussions and training programs for new-age skills like AI, to ensure its employees are abreast with the trends and latest skillsets. For a similar reason, IHG also has no retirement age specified for its corporate office colleagues.
The impact: A stunning 100% of employees at IHG of age group above 55 years believe that it is a great workplace for all.
03 Leadership Presentation
Measurable Outcomes
Data-driven insights and inclusive leadership approach led to a strong year-on-year cultural gains for IHG:
- 8% improvement in retention scores
- 35% growth in internal promotions
- 12% reduction in absenteeism
- 15% increase in referral rates and engagement scores
These outcomes reflect more than improved metrics- they point to a workplace culture that prioritises careers over jobs, and personal growth over hierarchy. A culture where every colleague, in every corner of the business, feels seen, heard, and valued.
“Partnering with Great Place To Work gave us a credible, external lens to validate our culture and benchmark against India’s best. It isn’t just about data but about actionable insight. This collaboration has helped us drive greater consistency, inclusion, and alignment across our workforce, reinforcing our commitment to building a culture that’s both high-performing and future-ready.”
What’s Next for IHG
- Deepening Trust: Continue strengthening leadership visibility and colleague engagement across all brands.
- Data-Driven Culture: Leverage colleague insights to inform action plans and drive continuous improvement.
- Sustainable Growth: Align people, culture, and performance for long-term organisational success.
- Elevating Experience: Build on trust and belonging to enhance both colleague and guest experiences globally.
Conclusion
A deep dive into Trust Index insights enabled Intercontinental Hotel Group to uncover the drivers of colleague engagement, trust, and loyalty across its properties. By acting on these insights, the organization strengthened leadership effectiveness, fostered a culture of belonging, and reduced attrition, creating a more motivated and committed workforce. These cultural improvements not only enhanced colleague satisfaction but also translated into measurable business outcomes, including improved service excellence, higher guest satisfaction, and sustained operational performance. By aligning people practices with organisational strategy, Intercontinental Hotel Group was able to turn insights into action, achieving a workplace where both colleagues and the business could thrive.
“Our partnership with Great Place To Work has been instrumental in advancing IHG’s culture. It has provided an objective perspective to validate our strengths, uncover growth opportunities, and deepen our understanding of colleague experiences across the organization. These insights have refined our leadership approach, ensured consistent cultural standards, and driven targeted actions where they matter most. At IHG, we believe that True Hospitality for Good begins with our people. By fostering a culture that offers authentic Room to Grow and world-class development opportunities, we are building a sustainable foundation for both our people and our guests to thrive.”
Author
Shambhavi Agrawal, Content Lead- Brand & Research, Great Place To Work India
Transformed your workplace culture with insights provided by Great Place To Work? We want to hear all about it! Share your organization’s journey, challenges, and triumphs by emailing us at in_researchandinsights@greatplacetowork.com. Your story can inspire others to create exceptional workplaces.
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