One of the key realisations amid adversity was the need for creativity, says area VP 

By LYDIA NATHAN

MARRIOTT International Inc has pivoted on large scales since the Covid-19 pandemic hit by learning to adapt, innovate and expand its business through some of the most trying times in history. 

Its Singapore, Malaysia and Maldives area VP Rivero Delgado said despite the hospitality, travel and tourism sectors being the worst affected due to the pandemic, she continued to remain optimistic on the future of hospitality in Malaysia. 

“We are an industry that has stood the test of time, adapted and evolved with technology. 

“I strongly believe in the resilience of this region and its people to bounce back from this pandemic even stronger,” he said to The Malaysian Reserve in an interview recently. 

According to Delgado, one of the key realisations amid adversity was the need for creativity. 

“We began doing things differently to realign our business verticals and pivot to the current needs of the market. The pandemic has also spurred a boom in food delivery, and this is certainly something hotels have had to adapt to. 

Rivero Delgado

“For hotel restaurants and bars, this has opened up a completely new opportunity for us to continue engaging with guests by offering hotel-quality restaurant and bar experiences for people to enjoy in the comfort of their own homes,” she said. 

She said the brand foresees recovery being led by the leisure market, particularly domestic travel leading the way with the brand launching “Jom Cuti Campaign” last year. 

“A Malaysian catchphrase, the informal ‘Jom Cuti’ transcends generations while the tag of #BRB (Be Right Back) gives the approach a millennial twist. 

“The #JomCutiBRB campaign offered three themed packages namely romantic getaways for couples, family packages for quality time together, and food and beverages for those who would like to indulge in culinary experiences. 

“When borders reopen, we look forward to sharing our plans with the market,” she said. 

Other new strategies included extended stay packages like at Element Kuala Lumpur (KL) and Sheraton Petaling Jaya which offered complimentary laundry, as well as a recent partnership with GrabFood, the brand’s first extensive integration with the platform and Grab’s most comprehensive agreement with a hospitality group to date. 

Additionally, Delgado said one of the main focuses is the entire industry has elevated its safety and hygiene when booking rooms. 

“We take standards of hygiene and cleanliness very seriously. We have launched a global Cleanliness Council to promote even higher standards of cleanliness through enhanced technology and cleaning regimen changes to help counter Covid-19, as well as minimise risk and enhance safety for consumers and Marriott associates alike. 

“The enhanced sanitation procedures currently being implemented by hotels are likely to remain. Technology will come to the fore, and we foresee a rise in mobile check-in, virtual room keys, and concierge apps, allowing guests to reduce the need for physical contact,” Delgado said. 

Meanwhile, she said the brand expected to open 100 properties in Asia Pacific this year, after celebrating its 800th milestone hotel opening in the region with 75 properties added to its portfolio last year. 

Malaysia will see a second Fairfield by Marriott property; the Fairfield by Marriott KL Jalan Pahang; Four Points by Sheraton Desaru; and Lone Pine Penang, all scheduled to open in the fourth quarter of this year. 

“We have also recently signed an agreement with IOI Properties to introduce the very first Tribute Portfolio brand hotel in Malaysia, the Palm Garden Hotel Putrajaya,” she said. 

Delgado thought global vaccination programmes will most definitely play a critical role in shoring up public health which will allow people to get back on the road and travel more. 

“We strongly believe that governments in these countries are doing their very best to ensure that vaccination efforts are ramped up so the standards put in place are consistent and will reinforce confidence in travel. 

“Globally, some of our biggest markets include the US, China and Europe. The US and China are doing positively well, thanks to a robust and highly efficient vaccination rollout.