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Holiday Inn Brand Orientation & Brand Experience

Our rich heritage began in year 1952 with the passion and vision of Kemmons Wilson. He saw a need to create a trusted hotel brand and realized every traveler needed an affordable and reliable place to stay. By offering a warm smile, sharing a few kind words, and extending a helping hand, we connect to create relationships and experiences that matter.

Our Brand Promise is to enable, real human connections. We’re there for our guests. That means connecting with them in a genuine and personal way. It means addressing them by name, or recognizing a special occasion with a handwritten note or a thoughtful gesture that makes them smile.

Holiday Inn now have more than 1,100 locations around the world. Every year we welcome 15 million guests. And we call our guest “Contemporary Travelers”, they travel for both business and leisure. Our guest wants to stay where they can be themselves, feel welcome and care for and create memories. They value family, relationships, connections and thoughtful present surprises. That’s why our service is focused on “Making Guests Smile”.  Making Guests Smile, our service style is built upon 3 service behaviors which drive everything we do. 

  1. Put Guests at Ease: Help guests feel comfortable and looked after, making sure they’re always welcomed and cared for. We can put guests at ease by

  2. Make Genuine Connections: Be proactive and personal, using optimism and positive energy to build lasting relationship with guests. 

  3. Create Moments of Delight: Look for thoughtful and king things to do that make a big impact on guests and bring smile to their faces. 

To take guest experience turn into the memory, we need something uniquely, it’s a Holiday Inn Service Signature, the Holiday Inn Smile. A smile can take shape in a lot of different ways, with a note pad in a guest room or face to face with warm greeting. A smile can be spoken out loud with a simple “enjoy your stay” or “enjoy your meal”. Or in can come through in your actions, like going the extra mile to make kid feel recognize For guest around the world, our signature smile is unique. Or us, it is an opportunity to share our optimism and enthusiasm with our guests. And to make a big different in our hotel, the more we share our smile and more smile we get back in return.

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