Jay Patel has spent 17 years in software development, leading technological initiatives in multiple industries, such as travel, hospitality, pharmaceutical, and fast-moving consumer goods (FMCG). His past clients include Electronic Arts (EA), Global Compliance, Daiichi Sankyo, Abbott Pharmaceuticals, Travelport, and Hershey's.
Now, having been promoted from lead engineer to Director of Software Development at InterContinental Hotels Group (IHG), he plans to continue improving the technology that powers online bookings, mobile apps, and loyalty programs. His work ensures that millions of travelers can make reservations, check in, and manage their stays without technical issues.
"Technology should feel invisible to the guest but make everything seamless behind the scenes," Patel says. "The goal is to remove friction at every stage of the customer journey."
His efforts and contributions have helped their mobile app climb into the top 30 travel apps on Apple and Google Play stores—something that wasn't the case before he took on the project.
Improving Booking Systems for Smooth Reservations
When Patel joined IHG in 2019, he started with supporting just their Reservation and Customer Care technology product with a team of just 12 members. Over the years, his responsibilities grew to include multiple products and platforms, along with digital and direct channels (web, mobile apps) and Loyalty 360. He ensures that these revenue-generating digital systems work smoothly for millions of users.
One of his most important contributions has been integrating OpenTelemetry using AI, a tool that allows engineers to track and analyze user transactions across different systems. This helps his team detect issues before they affect customers, making the reservation process more reliable.
Patel also played a key role in upgrading the B2B booking system, which handles over $5 billion in transactions from third-party travel agencies and business partners. His updates have reduced system failures and improved transaction speed, preventing revenue losses and booking errors.
Strengthening IHG's Loyalty Program
Loyalty programs help hotel brands retain guests, and Patel has worked on modernizing his company's membership platform, which now serves over 130 million travelers worldwide.
He was instrumental in moving the system to a new cloud-based identity management platform leveraging AI, improving security, and making it easier for members to access their accounts. The update introduced:
- Faster login and account recovery
- Stronger security features, including multi-factor authentication
- More personalized rewards based on guest booking history
"The shift to a more dynamic and scalable system allows us to personalize guest interactions at a much deeper level," Patel says. "We can analyze booking patterns and preferences, making loyalty rewards more relevant to each customer."
Thanks to these improvements, members can now redeem points, access personalized promotions, and manage their accounts seamlessly.
Upgrading the Mobile App Experience
In 2021, Patel took the lead in redeveloping their iOS and Android apps to make them faster, more intuitive, and better suited to modern travelers' needs.
His team introduced features such as:
- Real-time room availability updates
- AI-powered recommendations based on past stays
- Biometric login for faster access to bookings
These updates made a significant impact. The app, which previously struggled in rankings, became one of the top 30 travel apps worldwide following Patel's improvements.
In 2024, the app won a Webby Award in the "Travel and User Experience" category, recognizing its new design and functionality.
Patel also focused on making sure the system could handle high traffic without slowdowns. On peak days, the company's booking platforms process over three million availability requests, requiring a stable and fast digital infrastructure.
Recognized for Leadership and Innovation
Patel's contributions have been widely acknowledged within the industry. He has been named a top performer for three consecutive years and received a prestigious engineering award for his leadership in digital innovation.
Under Jay Patel's leadership, IHG continues to advance its technological capabilities, enhancing the speed and reliability of booking, rewards, and overall travel experiences for guests globally. Beyond his role at IHG, Patel is actively engaged in the tech community, serving as a judge at events like the DevSharks Hackathon and the Globee Awards, where he assesses innovative software engineering projects. He holds senior memberships in esteemed organizations such as IEEE, IETE, and HKCS. In his personal time, Patel enjoys mentoring and participating in platforms like ADPList, the Technology Association of Georgia, and local Atlanta tech meetups. This year, IHG plans to explore cutting-edge AI-driven customer service solutions and blockchain security for hotel bookings, further solidifying its commitment to technological innovation.
"Good technology should make travel effortless," Patel says. "That's what we strive to build every day."
