What is IHG Concerto™ and how is it related to the Crowne Plaza Reservation System?
Crowne_Plaza Franchise · 2025 FDDAnswer from 2025 FDD Document
CESSING SYSTEMS:**
SCH owns or licenses (in the case of certain software) and administers a computerized reservation network, the "Reservation System," revenue management system, and a cloud-based network. Components of the Reservation System, revenue management system, and cloud-based network operate under the name of IHG Concerto™ ("IHG Concerto™"). All hotels must be linked to the aforementioned central Reservation System, including all system enhancements and upgrades such as the revenue management system ("RMS", which is fully integrated with IHG Concerto™) or such successor systems as SCH may designate. Hardware, software and network systems required to connect to the Reservation System must be fully operational when the hotel opens, with appropriate management and staff trained and competent to operate the Reservation System at all times.
SCH requires each Hotel to obtain and install an approved Property Management System ("PMS"). As of the date of this disclosure document, the premise-based Opera solution is the only approved PMS. The Opera PMS Software is supplied by Oracle America, Inc. ("Oracle"). In the future, a cloud-based PMS may be required by SCH.
Source: Item 1 — THE LICENSOR, ANY PARENTS, PREDECESSORS AND AFFILIATES (FDD pages 8–15)
What This Means (2025 FDD)
According to the 2025 Crowne Plaza FDD, IHG Concerto™ is a key component of the brand's central Reservation System. Six Continents Hotels, Inc. owns or licenses and administers the Reservation System, revenue management system, and a cloud-based network, with parts of these systems operating under the name IHG Concerto™. All Crowne Plaza hotels are required to be linked to this central Reservation System, including all enhancements and upgrades such as the revenue management system, which is fully integrated with IHG Concerto™.
IHG Concerto™ is described as a technology platform that enables various capabilities critical to hotel operations. These include reservations, digital check-in, stay enhancements, handling guest complaints, front desk capabilities, rate management, inventory management, yielding, and providing an interactive homepage. The platform is also designed to support effective management of hotel content and quick response to guest relations issues.
For a prospective Crowne Plaza franchisee, understanding and utilizing IHG Concerto™ is essential. Franchisees must ensure that their hotel's hardware, software, and network systems are fully operational and that their staff is trained to competently operate the Reservation System at all times. The Master Technology Services Schedule governs the franchisee's ability to access and communicate with the Reservation System, highlighting its importance in the overall operation of a Crowne Plaza hotel.