Case Study: InterContinental Hotels Group streamlines global program management and hotel accreditation tracking with Smartsheet

How InterContinental Hotels Group Manages Global Programs

InterContinental Hotels Group (IHG), a global travel and hospitality enterprise operating 5,500+ hotels, faced the challenge of managing large-scale organizational change—rapid team growth, preserving institutional knowledge, and co-leading programs to track hotel accreditations worldwide—while many teams remained reliant on fragmented cloud storage and manual processes.

IHG leveraged the Smartsheet work execution platform through an internal champion, Monica Harper, who built portals and 305 sheets, trained 100+ colleagues, and consolidated onboarding, trackers, reports, dashboards, calendars, and Gantt views. The solution centralized knowledge, enabled faster handoffs (including a one-day process transition), drove cross-team adoption of a global accreditation tracker, and improved efficiency, transparency, collaboration, and productivity across the business.

InterContinental Hotels Group

Monica Harper

Associate Manager, Guest Experience Design