Marriott COO Middle East: People-first approach leading industry.
Marriott Internationals COO Middle East, Sandeep Walia, emphasizes the importance of maintaining the core values of the hotel industry amidst the rapidly changing landscape. He believes that the human touch and creating memorable experiences for guests remain just as vital as they were decades ago. Building relationships based on trust is seen as the foundation of the industry. Walia also highlights the significance of taking care of associates, as their personal and professional fulfillment leads to exceptional performance.
Continuous learning is stressed as a non-negotiable in Marriotts organizational culture. Walia believes that staying relevant and leading the industry requires a commitment to learning and adapting. Technology has transformed the booking experience, with digital platforms dominating the industry. Marriott has invested in guest-facing and behind-the-scenes technology to enhance the overall experience.
As traveling becomes more common, guests are now seeking unique and authentic experiences rather than simply a place to stay. Marriott has responded to this trend by integrating local culture, art, and cuisine into their properties. By embracing regional crafts and materials, and featuring the work of local artists and musicians, each Marriott property offers a distinct feel. Employees are also trained to be local ambassadors, providing guests with insider tips on local experiences and cultural etiquette.
In addition, sustainability has become a key interest for travelers, and Marriott recognizes the importance of implementing green policies. They understand that guests are more likely to choose brands that align with their values. Walia regularly visits hotels under his jurisdiction, engaging with staff at all levels, meeting customers, and analyzing feedback to ensure the company remains at the forefront of industry trends.
Source: The CEO Magazine
“With our size and global scale, we have a responsibility to do more, and we are well positioned to be part of the solution.”
These include focusing on reducing the company’s carbon footprint through a variety of efforts, as they strive to honor a commitment to net zero by 2050.
Part of Marriott’s strategy is about looking inwards, with an aim to increase usage of renewable energy and decrease their plastic consumption and solid and food waste. But they are also looking outwards, with projects of natural capital restoration that include reforestation and coral and mangrove plantings.
“We incorporate long-term goals, but we also set short-term, achievable targets. This approach allows us to be agile and make immediate improvements while working toward our long-term vision,” Walia explains.
“These initiatives not only make business sense but also resonate with our guests and corporate clients, many of whom have their own sustainability goals.”
