Case Study: InterContinental Hotels Group

Raising guest satisfaction scores with mobile printing.

About InterContinental Hotels Group

InterContinental Hotels Group is the umbrella organization that oversees luxury and economy hotel brands such as InterContinental® Hotels & Resorts, Crowne Plaza®, Holiday Inn®, Hotel Indigo® and Candlewood Suites®.

“I picked Ricoh because they came with a much better mobile printing solution than I had envisioned. They live and breathe this stuff.”

Bert Omer

Head of Global Hotel Procurement




IHG chose us because we could deliver a branded solution and support the hotels with our own people anywhere in the world.

A six-month, four-location pilot included RICOH HotSpot-enabled printers, a HotSpot app and RICOH Smart Integration Solutions, which enables printing as a cloud service. The success of the pilot led to a chain-wide rollout. At each hotel, we install the software and hardware and train employees. The solution, which keeps guest information separate from IHG’s internal network, works like this:

  • Hotel guests launch the app and send their print jobs from any mobile device to the printer via the cloud.

  • Guests receive a four-digit code and enter it at a printer to retrieve their materials.

  • If jobs aren't picked up within 72 hours, the print job is deleted to prevent information from falling into the wrong hands.

  • Printers are set up on carts so they can be located near conference rooms, enabling guests to pick up materials immediately.

Additionally, our employees provide local support anywhere in the world so IHG can count on having consistent, expert tech support.


Download PDF