Big interview
Right: Guests can enjoy a Bavarian beer on the roof terrace at the Marriott Hotel in Munich.
Below: The aesthetics of paradise at laïla, Marriott Tribute Resort and Spa, in the Seychelles.
upping our game and helping educate ourselves and our teams, and truly building a sustainable mentality with our associates in our hotels.” But how are they building this sustainable culture
within Marriott hotels while educating its guests on their carbon footprint when they travel? According to Aguilar, this is done by investing in renewable energy, updating building systems with more automated and smart systems that help it become greener, as well as reinforcing the hotel groups’ efforts to reduce food and solid waste. The group is also redefining its design standards to consider the carbon footprint and sustainable aspects. With so much going on to help meet its sustainability goals, it’s clear this is a key priority for the hotel group and Aguilar.
New priorities There has been an undeniable shift in the hotel industry as a result of the pandemic and guest expectations have changed along with it, explains Aguilar. After being cooped up for the past three years, with little opportunity for domestic travel let alone international, guests are undergoing a wave of wanderlust for authenticity. “Customers really want a more authentic experience if they’re visiting certain destinations, they want to be embedded in that situation, that culture and really feel that they’re part of that experience,” observes Aguilar. Technology and personalisation are also obvious focuses for the industry, he says. With technology posed to play a big part in the industry, Marriott has responded by focusing its entire booking journey on its Marriott Bonvoy app and allowing customers to use technology to enhance their stay. “We can’t discount the personal touch that our customers look for, and the empathy that comes with that as they check into our hotels and meet our associates,” says Aguilar. “For me, technology is really a tool for us to enhance the experience for the customer without eliminating that personalised service and experience that we need to create – and all of our associates do that every day as they welcome our guests.
“As we look forward, really what we want to
do is ensure that we are connecting with those customers and create those amazing experiences.” So, while the industry and guest expectation will undoubtedly continue to evolve, Aguilar and Marriott are ready to meet this head on to ensure a truly guest-centric experience. ●
16 Hotel Management International /
www.hmi-online.com
Marriott International
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