Case Study: IHG boosts guest satisfaction and cuts employee turnover with Workhuman

IHG - Customer Case Study

Globoforce partners with travel and hospitality organizations to strengthen their brands by investing in the people who deliver the customer experience. The industry depends on thousands of front-line interactions, yet it faces chronic challenges—high turnover (58.8% in lodging and food-service), low motivation, limited training and mounting competition—that erode culture, guest satisfaction and revenue.

Globoforce’s solution is a social, strategic recognition program that aligns rewards with company values, keeps employees engaged and provides peer-driven insights across distributed teams. The result: higher employee enablement and engagement, improved guest satisfaction and loyalty, measurable revenue uplift (one study found a 10% increase in employee effort produced a 22% increase in customer spend), and dramatically lower turnover at best-in-class employers (about 3% vs industry averages).

IHG

Ly Bui

Employer Brand Delivery Manager