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H OT E L S & R E S O RT S

In the IKnow n t heTraining K now Tr a ining Module 1: Mod ule 1:

BBrand r a nd Knowledge K nowled g e


H OT E L S & R E S O RT S

We’ve been on the international scene for decades so no one knows the world like we do. We love to share our knowledge with our guests and they love our understated service and style.


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MODULE 1 : BRAND K NOWLEDGE Table of Contents: Introduction..............................................................page 4 The Beginning..........................................................page 5 Iconic History..................................................pages 6-15 Our Future.............................................................page 16 Keeping it Alive....................................................page 17 Review.......................................................................page 18

InterContinental Paris Le Grand


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I NTRODU C TION At InterContinental Hotels & Resorts we deliver unique guest experiences that set us apart from our competition and help to create Great Hotels Guests Love. Our guests want to feel Special, Cosmopolitan and In the Know when they stay with us, and as Concierges we are in a great position to make that happen! Let’s explore the rich history and heritage of InterContinental Hotels & Resorts and learn more about what makes our brand unique. By being confident and fully knowledgeable about our brand’s iconic history, you can share your Insider Knowledge with guests through interesting and engaging stories.


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I n the BegIn n In g On April 4, 1946 a dream was born – to bring high-quality hotel accommodation to each corner of the globe, so that the demands of a growing number of international travellers could be met. As a result of President Franklin D Roosevelt’s desire to improve trade and relations between United States of America and Latin America, plans were made to develop the hotel industry. It was Juan Terry Trippe, Pan American World Airways founder and aviation visionary, who worked to establish the InterContinental chain of hotels into Latin America.


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1940’s In the 1940s jet-engine technology was just around the corner and air travel would soon be within reach of millions of people around the globe. Pan Am knew better than anyone that new hotels would have to be built if its vision of mass civilian international business and pleasure air travel was to become reality. The first InterContinetal hotel to open was in Belem Brazil in 1949. Belem was considered a gateway city to Latin America


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1950’s During the 1950s, 15 InterContinental hotels opened, all of which were in Latin America. Star performers were a huge attraction at the Hotel Tamanaco in Caracas and included Josephine Baker, Nat King Cole and Ava Gardner. Elsewhere in Europe Grace Kelly and Cary Grant filmedHitchcock’s To Catch a Thief at the Carlton hotel in Cannes in 1955. And it was at this hotel, which was tobecome the InterContinental Carlton Cannes,during the Cannes Film Festival, that Grace Kellymet His Serene Highness (HSH) Prince Rainier III of Monaco – a meeting that led to their marriage. Our first advertisement (as seen to the left) promised local flavour and American comfort – and all our hotels were unique and synonymous with sophistication and travel. As we said in the 1950’s… “InterContinental – Once you’ve seen one, you haven’t seen them all.”


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1960’s During the 1960s, 43 InterContinental hotels opened, including InterContinental Frankfurt, Germany and its first hotels in Asia in Singapore and Tokyo, Japan. In 1961, InterContinental was the first international hotel chain to open a property in the Middle East – Phoenicia InterContinental in Beirut, Lebanon. The hotel bar “Sous la Mer” (Under the Sea) offered underwater views of the swimming pool. In 1963 PanAmerican’s Panamac the world’s first global reservations and communications system went live. It was also in 1963, that Dr. Martin Luther King Jr. wrote his famous I Have a Dream speech in his hotel room in The Willard, Washington D.C., which would join the brand in the 1980’s and become The Willard InterContinental Washington D.C. In 1967, the first-of-its-kind InterContinental Gourmet Cookbook was published containing local recipes from InterContinental hotels around the world as well as travel notes about each destination.

InterContinental Pheonicia Beirut


1970’s 1970’s

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During the 1970s, 58 InterContinental hotels opened.

During the 1970s, 58 InterContinental hotels InterContinental opened its first hotel in the USA opened.

in 1973 – the InterContinental Mark Hopkins San Francisco, followed by itsopened first hotel in Englandin the U InterContinental itsLondon, first hotel in 1975, on the site previously occupied by the in 1973 – the InterContinental Mark Hopkins residence of Queen Elizabeth II.

Francisco and it also opened its first hotel in London, England in 1975, the site previou The InterContinental Riyadh, opened inon 1975, was quoted inby Fortune as: “the occupied the magazine residence ofmost Queen Elizabe difficult place in the world to get a room”. As the only upscale hotel in the city at that time, many The InterContinental Riyadh, opened international deals were sealed in its lobby.

in 1975 was quoted in Fortune magazine as: “the mo difficult placealsoinbecame the world getbrand a room”. As InterContinental the firstto hotel to partnerupscale with airlineshotel and advertise only in theincity at that time, ma ‘in-flight’ magazines and before the feature movie. international deals were sealed in its lobby.

InterContinental also became the first hotel b to partner with airlines and advertise in ‘in-flig magazines and before the feature movie.

Willard InterContinental Washington D.C


1980’s

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1980’s

During the 1980s, 70 InterContinental hotels During the 1980s, 70 InterContinental opened, including the InterContinental Amste hotels opened, including the InterContinental Amsterdam in the Amstel Amsterdam in theNetherlands, Netherlands, the the InterContinental Paris Grand InterContinental Paris Le GrandLe in France, thein France, th InterContinental The Willard WashingtonWashington D.C. InterContinental The Willard D.C in the U.S. and the InterContinental Seoul, in the U.S. and the InterContinental Seoul, in South Korea. South Korea.

Virginia Baker became InterContinental’s first Virginia Baker became InterContinental’s first female General Manager, taking charge of the Rose Hall General InterContinental hotel in Montego female Manager, taking charge of the Bay, Jamaica. Rose Hall InterContinental hotel in Montego

Bay, Jamaica.

In 1983, the InterContinental Carlton Cannes is featured in Elton John’s well-known music video Infor1983, the Carlton the single, “I’mInterContinental Still Standing”.

Cannes featured in Elton John's well-known music vid In 1987 studies for the InterContinental single, "I'm began Still detailed Standing". into conservation practices to help control and global hotel energy consumption and Inreduce 1987 InterContinental began detailed protect the environment.

studi into conservation practices to help control and reduce hotel energy and That sameglobal year, InterContinental Miamiconsumption refurnished the top suite the unfinished Biscayne Bay site in protect theofenvironment. time for a Miami visit by President Ronald Reagan, the publicity aroundyear, which helped to put the hotel on That same InterContinental refurnished the map.

top suite of the unfinished Biscayne Bay site time for a Miami visit by President Ronald Reagan, the publicity around which helped to put the hotel on the map.


1990’s 1990’s

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During the 1990s, some great InterContinental Hotels & Resorts opened their doorsgreat to the public, During the 1990s, some InterContinen including Yokohama Grand in Hotelsthe & InterContinental Resorts opened their doors to the p Japan, the InterContinental Bali Resort in Indonesia including the InterContinental Yokohama Gra and our first hotel in Greater China.

Japan, the InterContinental Bali Resort in our with firstthehotel in Greater Chin AIndonesia joint venture and was signed Presidente group

of hotels and 6 Presidente InterContinental Hotels & Resorts opened was throughout Mexico. A jointwere venture signed with the Presiden

group of hotels and 6 Presidente InterContin

InterContinental Hotels & Resorts was introduced as Hotels & Resorts were opened throughout the company’s new corporate name and a new logo Mexico. was developed, recognising the increasing role which resort operations would play in our brand’s future.

InterContinental Hotels & Resorts was In 1994 the InterContinental New York hosted 20corporate introduced as the company’s new heads of state during United Nation’ s 50th and a new logo was developed, recognising anniversary celebrations. increasing role which resort operations woul in1998 ourBass brand’s In PLC, thefuture. owner of Holiday Inn, acquired InterContinental Hotels Corporation.

In 1994 the InterContinental New York hoste heads of state during United Nation’s 50th anniversary celebrations.

In 1998 Bass PLC, the owner of Holiday Inn acquired InterContinental Hotels Corporation InterContinental Bali Resort


2000’s 2000

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AND B EY OND

The prestigious InterContinental Hong Kong The prestigious InterContinental Hong Kong was To this d purchased for £241 million in 2001. purchased foris £241 million in 2001. this day the hotel recognised asToone ofthe the world's hotel is recognised as one of the world’ s top hotels. hotels.

In 2007 InterContinental Hotels & Resorts celebrated In 2007 Hotels & Resorts the opening InterContinental of its 150th hotel – the InterContinental, celebrated the of itson150th Dubai Festival City – aopening modern landmark historichotel - th Dubai Creek – inspired byDubai a graceful sailboat. City – a mod InterContinental, Festival

landmark on historic Dubai Creek - inspired

InterContinental Hotels & Resorts opened two a graceful sailboat. new hotels in China in celebration of the 2008 Olympic Games InterContinental Beijing InterContinental Hotels & Resorts Beichen and InterContinental Qingdao.

opened tw new hotels in China in celebration of the 200 Olympic Games InterContinental Beijing Beichen and InterContinental Qingdao.

InterContinental Beijing Beichen is the close luxury hotel to the famous “Bird’s Nest” Olym Stadium. InterContinental Qingdao is located in the beautiful coastal city of Qingdao, host of the 2008 Olympic sailing regatta. InterContinental Hong Kong


2005

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2000

AND B EY OND The birth of In the Know.

ProudInto2005 be working in partnership with National a repos the brand went the through Geographic’ s Center Sustainable Destinations, exercise toforestablish its place we in the lux are guided by the values of geotourism. Our aim is to market. provide authentic travel experiences for our guests while sustaining the geographical character, natural environment, culture, heritage and communities where The research revealed that our target g our hotels reside. seeks authentic and enriching experien

create great memories - and from there

Ambassador changed from the Six Continents our brand idea ofguests In the Kno Club.developed  It is the loyalty programme for frequent of InterContinental Hotels & Resorts properties. Members enjoy special privileges and benefitsthat at A statement that captures is: "For p InterContinental Hotels & Resorts worldwide including who enjoy being In the Know, InterCont guaranteed room upgrades, late check-out and a free thenight. brand that goes out of its way to de weekend

authentic and enriching experiences tha their world feel bigger."


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2000

AND B EY OND Much of InterContinental’s recent growth has been in China. In 2002, we opened the world’s tallest hotel in Nanjing. Because of this very important market we will continue to for us and we will continue to develop in this region. In 2010 our second property in New York opened – InterContinental New York Times Square. Also in 2010 we saw the start of the InterContinetal Alliance Resorts programme with the inclusion of The Venetian and Palazzo hotels in Las Vegas. This is a smart and efficient way for us to expand our portfolio and awareness, whilst the partner hotel benefits from our global booking channels.

InterContinental Nanjing


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OUR BRAND TODAY

Today there are over 170 InterContinental Hotels & Resorts in more than 60 countries around the world – we are truly international.” “Approximately one third of our hotels are in the Americas; one third in Europe, the Middle East and Africa; and one third of our hotels in Greater China and Asia Australia.”


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OUR FUTURE By 2020, InterContinental Hotels & Resorts aims to have 300 hotels including 75 resorts in all of the great destinations of the world. Our aim is to become the international hotel brand of choice for our target guests. There are many ways in which we hope to achieve this including making sure we have hotels in the cities to which our guests travel, as well as helping guests love what we stand for as a brand.

OUR FUTURE

By 2020, InterContinental Hotels & Res aims to have 300 hotels including 75 re all of the great destinations of the world

Our aim is to become the international brand of choice for our target guests. T many ways in which we hope to achiev including making sure we have hotels in cities to which our guests travel, as wel helping guests love what we stand for a brand.


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K EEPING I T AL IV E

KEEPING IT ALIVE We are continually growing and evolving. To remain current with the InterContinental Hotels & Resorts Brand, regularly review the website

Challenge your team members and quiz each other on our with many the hotelsInterContinental and brand activity. Toinformation remain about current

Hotels & Resorts brand, consider reviewing the Become a brand champion! brand website regularly. Access the website click

The number of hotels is always growing. Challenge your team members and quiz each other on information about the various hotels. Become a brand champion! To access the website click HERE


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r eV Iew OUR FUTURE

The InterContinental Hotels & Resorts brand has a rich history.

By 2020, InterContinental Hotels & Resorts aims to have 300 hotels including 75 resorts in all of the great destinations of the world.

Our aim is to become the international hotel brand of choice for our target guests. There are many ways in which we hope to achieve this including making sure we have hotels in the cities to which our guests travel, as well as helping guests love what we stand for as a brand.

We’ve been on the international scene for decades so no one knows the world like we do. We love to share our knowledge with our guests and they love our understated service and style.

1970’s During the 1970s, 58 InterContinental hotels opened. InterContinental opened its first hotel in the USA in 1973 – the InterContinental Mark Hopkins San Francisco and it also opened its first hotel in London, England in 1975, on the site previously occupied by the residence of Queen Elizabeth II. The InterContinental Riyadh, opened in 1975, was quoted in Fortune magazine as: “the most difficult place in the world to get a room”. As the only upscale hotel in the city at that time, many international deals were sealed in its lobby. InterContinental also became the first hotel brand to partner with airlines and advertise in ‘in-flight’ magazines and before the feature movie.

1980’s During the 1980s, 70 InterContinental hotels opened, including the InterContinental Amstel Amsterdam in the Netherlands, the InterContinental Paris Le Grand in France, the InterContinental The Willard Washington D.C. in the U.S. and the InterContinental Seoul, in South Korea. Virginia Baker became InterContinental’s first female General Manager, taking charge of the Rose Hall InterContinental hotel in Montego Bay, Jamaica. In 1983, the InterContinental Carlton Cannes is featured in Elton John's well-known music video for the single, "I'm Still Standing". In 1987 InterContinental began detailed studies into conservation practices to help control and reduce global hotel energy consumption and protect the environment. That same year, InterContinental refurnished the top suite of the unfinished Biscayne Bay site in time for a Miami visit by President Ronald Reagan, the publicity around which helped to put the hotel on the map.

  MARK HOPKINS SAN FRANCISCO 

1990’s

2000’s

During the 1990s, some great InterContinental Hotels & Resorts opened their doors to the public, including the InterContinental Yokohama Grand in Japan, the InterContinental Bali Resort in Indonesia and our first hotel in Greater China.

The prestigious InterContinental Hong Kong was purchased for £241 million in 2001. To this day the hotel is recognised as one of the world's top hotels.

A joint venture was signed with the Presidente group of hotels and 6 Presidente InterContinental Hotels & Resorts were opened throughout Mexico. InterContinental Hotels & Resorts was introduced as the company’s new corporate name and a new logo was developed, recognising the increasing role which resort operations would play in our brand’s future. In 1994 the InterContinental New York hosted 20 heads of state during United Nation’s 50th anniversary celebrations. In 1998 Bass PLC, the owner of Holiday Inn, acquired InterContinental Hotels Corporation.

  INTERCONTINENTAL BALI RESORT 

DUBAI—FESTIVAL CITY 

  INTERCONTINENTAL HONG KONG 

In 2007 InterContinental Hotels & Resorts celebrated the opening of its 150th hotel - the InterContinental, Dubai Festival City – a modern landmark on historic Dubai Creek - inspired by a graceful sailboat. InterContinental Hotels & Resorts opened two new hotels in China in celebration of the 2008 Olympic Games InterContinental Beijing Beichen and InterContinental Qingdao. InterContinental Beijing Beichen is the closest luxury hotel to the famous “Bird’s Nest” Olympic Stadium. InterContinental Qingdao is located in the beautiful coastal city of Qingdao, host of the 2008 Olympic sailing regatta.

2005 The birth of In the Know. In 2005 the brand went through a repositioning exercise to establish its place in the luxury hotel market. The research revealed that our target guest seeks authentic and enriching experiences that create great memories - and from there we developed our brand idea of In the Know. A statement that captures that is: "For people who enjoy being In the Know, InterContinental is the brand that goes out of its way to deliver authentic and enriching experiences that make their world feel bigger."

When interacting OUR RICH 60 YEAR with guests consider would say about our brand to them. HISTORY AND HERITAGE

what you

Review the information found in this flipbook and make notes of key items you would want to share with guests.

Today there are over 170 InterContinental Hotels & Resorts in more than 60 countries around the world.

We are truly international and the most global luxury hotel brand. Approximately one third of our hotels are in the Americas, one third in Europe, the Middle East and Africa and one third of our hotels in Greater China and Asia Australasia.

Consider the following: • When the brand came into existence. • Why the name InterContinental? • Know one key item from each decade.

InterContinental has been on the international scene for decades, so no one knows the world like we do.  


H OT E L S & R E S O RT S

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