Marriott’s Leeny Oberg talked with Hotel News Now during the recent NYU hospitality conference about how the company’s loyalty program is positioned to buck the trend toward an overall performance growth slowdown in the hotel industry, and about Marriott’s spending priorities for 2019 and 2020.
NEW YORK—When broader economic issues cause a slowdown, or breakdown, in the industry, the most important tool in the toolbox for Marriott International is brand relevance, according to EVP and CFO Leeny Oberg.
That means “keeping up with the new and latest, greatest trends of what our customers want in the various brands,” as well as “working with our owners to keep those hotels new and fresh with the design and the state of the product that our guests are staying in,” she said.
The company’s loyalty program, Marriott Bonvoy, plays a big role in that effort, Oberg said.
“When you’re able to build something for your customers that helps them across their entire travel journey, and also you can make sure the experience they actually have in the hotel is as rich and personal as possible, we think that builds a system where our guests want to basically make sure that wherever their travel is that they’re staying with us,” she said. “And that is all about driving (revenue per available room).”
Watch the video below to see what else Oberg had to say about the power of Bonvoy and Marriott’s spending priorities for 2019 and 2020.