- 3 days ago
For Marriott International's Sandeep Walia, exceptional guest experiences begin with a simple leadership principle: take care of your people, and they will take care of your business.
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00:00Mr. Marriott has always said, look after your people.
00:03If they are happy, they will look after the guest.
00:07And if the guest feels happy, they'll come back,
00:09which means business will come back and continue.
00:11So it's a very nice, simple cycle,
00:14but it starts by looking after your people.
00:23Welcome to Culture End by Inc. Arabia.
00:25I am Anas Abbar, and in this series,
00:27we explore how culture shapes the way we lead,
00:31we develop businesses, and we connect with people.
00:35Hospitality is a business where culture becomes something you can feel.
00:40It is in the welcome, it is in the way team handles the problem,
00:44and the small gestures that will want you to come back.
00:49Behind every memorable stay are people,
00:51and behind those people is a leadership culture.
00:55Today, I'm joined by Sandeep Walia,
00:58CEO of Middle East and Africa, Luxury Europe,
01:01and global leader of design hotels.
01:04His career has taken him across India, Europe, Africa, and the Middle East.
01:09We'll talk about the experiences that shaped him,
01:13how he built teams that care,
01:16and what is the Gulf ambitions in the future in the region.
01:20Sandeep, welcome to Culture End.
01:23Always great to see you, and it's a pleasure to have you with us.
01:26Thank you so much.
01:27First of all, truly a pleasure to be here,
01:30and I really appreciate the time and you inviting me today.
01:34Really happy to be here.
01:35Always a pleasure.
01:37Before we start talking about hotels and business,
01:41tell us more about where you come from,
01:43what values from your upbringing
01:45that helped you throughout your career.
01:49I'm originally from India, and that's where I started,
01:52and my father was in the Indian Air Force.
01:57And something which, you know, at a very early age,
02:01which kind of maybe made me get into this business,
02:04was the fact that,
02:06so we used to have this, you know, going to,
02:09the whole week would be going to school,
02:11and father would be busy in his work with Air Force,
02:15but the weekend used to be somewhere we all gathered together
02:19in the officer's mess.
02:21It used to be, I almost used to wait for the weekend to come
02:26because, you know, you would gather,
02:27the families would be together,
02:29it would be the officer's mess,
02:31where all the officers would gather,
02:33the families would get together,
02:35there would be music, you know.
02:37One would just get together and just have fun.
02:40And I often looked at it and said,
02:44imagine being in this space
02:46and doing something where you're now on the other side,
02:50where you're doing something which is creating this fun
02:54where people want to be.
02:56And that's really, truly, I think one of the things.
03:00And the second was my father kept moving,
03:02being in Air Force from one place to another,
03:04and therefore that whole travel piece came in to say,
03:08you know, keep changing and seeing new places.
03:12And these together kind of initially in my initial stages
03:17made me kind of think,
03:18why not look at hospitality
03:20and a business that would be looking at creating experiences?
03:24You know, you said something moving around.
03:27I mean, India is a subcontinent.
03:29It's very rich in its culture, diversity, and so forth.
03:32So, you know, even within one country,
03:36you are experiencing different learnings,
03:40life lessons, and so forth?
03:42Absolutely.
03:43I think it's different.
03:45I mean, there's so many,
03:46first of all, there's so many languages.
03:47There are so many different cultures.
03:50And the more you travel,
03:52the more you realize
03:52how much there is differentiation
03:56in different parts of India.
03:58And I think that's what is interesting, right?
04:01I mean, I've worked now in,
04:03like you mentioned,
04:05in India, Egypt.
04:07I was five years in Russia,
04:09in Europe,
04:10and now, of course, fortunately, in UAE.
04:13And this whole,
04:16the whole variation in different cultures
04:18really bring in
04:20a lot of interesting learnings
04:23that you can't have living in one place.
04:26So, yes, to your question,
04:28India in itself brings that diversity.
04:31But I think nothing to substitute
04:33different diverse experiences.
04:36And every time I've gone to a new place,
04:38I think traveling is fun.
04:40Traveling brings in different experiences.
04:43You see different cultures.
04:44But to go and work in different countries,
04:48living there and living with the people,
04:50creates different experiences,
04:52which is invaluable.
04:53And wouldn't you agree with this statement
04:56that it makes you
04:59more accepting of others?
05:01A hundred percent.
05:02You know, interestingly,
05:03you say understanding of others.
05:06I would say both ways, right?
05:08On one side, I felt,
05:10for example,
05:12I moved from India into Egypt,
05:14and suddenly you leave your own country,
05:17you get out of a comfort zone,
05:20one gets into Egypt,
05:21a different kind of culture.
05:22There are similarities, but different.
05:25Then you suddenly,
05:26I still remember I was going to Russia
05:29to be at the Ritz-Carlton.
05:32We were opening the Ritz-Carlton there.
05:33I was a general manager for a few years.
05:35And when I was going,
05:36I was super excited.
05:38And people said,
05:39you know,
05:39why are you getting excited?
05:41I said, you know,
05:42it's cold weather,
05:43and, you know,
05:43do you know about people?
05:46It turned out to be one of the best experiences
05:48because today,
05:50if you ask me,
05:50some of my best friends are from there.
05:53So there is diversity.
05:55And if I worked in Middle East
05:58and I work in Tokyo,
06:00it's totally different culturally.
06:02But I also must say that
06:04you go and utilize people
06:05are people end of the day.
06:08Some of my best friends today
06:09are from Russia,
06:10some are from Germany,
06:11and some are from here,
06:12from UAE.
06:14People are people.
06:16It's about connecting.
06:17And somewhere,
06:20some take time,
06:21some take less time,
06:22some take more.
06:23But once you've connected with people,
06:26it's the same as well.
06:27It's diversity,
06:28but yet similar.
06:29Common denominator.
06:30Common denominator.
06:31I agree with you.
06:31You know,
06:31speaking of people and cultures
06:33and the fact that you've,
06:34you know,
06:34moved into many,
06:36many places,
06:37can you share a moment
06:38when understanding
06:40the local culture
06:41changed how you led
06:43or made you think
06:44something
06:46that you didn't think of,
06:48that you made,
06:49you had an assumption
06:51and now that you've worked
06:52in a new country
06:53or a new culture,
06:54you know.
06:55You know,
06:56we often say this,
06:57that I think it's not only
06:59in hospitality.
06:59I would say it's a lot of businesses.
07:01We say,
07:03hire the right people.
07:04Hire for the heart,
07:06you know,
07:07you see that
07:09passion in the eyes,
07:10you see that energy
07:12that the person
07:12wants to do something.
07:14Hire for that.
07:15You know,
07:16the technical part
07:16can be taught.
07:18Then empower them,
07:19let them get on
07:20to what they want to do
07:21and then just listen
07:23to what they're saying
07:24and see how you can help them.
07:26And this cycle,
07:27if it continues very well,
07:28will all work out.
07:29But to your question,
07:31you might see
07:32a bit of variability
07:34of where you want
07:35to focus more
07:35depending upon
07:36where you are
07:37and where the culture is.
07:39So, for example,
07:41one of the countries
07:42I went to,
07:43I felt,
07:44just by saying,
07:45I empower you
07:46to do this,
07:47you can do,
07:48make decisions,
07:49doesn't mean
07:49that people get
07:51very comfortable
07:51in quickly making decisions
07:53because they have often
07:54been told what to do.
07:57So, you need to focus
07:58a bit more
07:59on making sure
08:00they understand.
08:01So, I'll give you an example.
08:02In Ritz-Carlton,
08:03we have a thing
08:05where we try to
08:07articulate it
08:08a bit more stronger.
08:09So, we say,
08:09you have $2,000,
08:12you can go
08:13and spend it
08:15in making sure
08:16a guest is happy
08:17if something goes wrong.
08:19It is,
08:20not everybody runs
08:21to spend $2,000.
08:22But it is
08:23to give an understanding
08:25that I feel empowered,
08:27I can make a decision.
08:29So, in some cultures,
08:31maybe you need
08:31to do that more.
08:32Some cultures,
08:33you need to,
08:34you know,
08:35keep engaging more
08:36and listening more.
08:37So, I think that
08:38variability happens.
08:39But, again,
08:40I would say
08:40the center core
08:43remains that.
08:45Amazing.
08:46You know,
08:47this statement
08:48applies not just
08:49to hospitality,
08:50but I think
08:50applies to
08:50everything
08:51we encounter.
08:54I often say
08:55you can feel
08:56a company's culture
08:57before anyone
08:58explains it to you.
08:59I mean,
09:00you feel it
09:01before someone
09:01tells you what it is.
09:03When you walk
09:04into a hotel,
09:05what tells you
09:06whether the team
09:06is proud,
09:08supported,
09:08and connected?
09:09What is it
09:10that gives that aura?
09:12You know,
09:13for us in Marriott,
09:16Mr. Marriott
09:16has always said,
09:18look after your people.
09:20if they are happy,
09:22they feel looked after,
09:23they will look after
09:24the guest.
09:25And if guests
09:26feel happy,
09:27they'll come back,
09:28which means business
09:29will come back
09:29and they'll continue.
09:30So, it's a very nice,
09:31simple cycle,
09:31but it starts
09:33by looking after
09:34your people.
09:36And often,
09:37you go to hotels
09:38and you can feel
09:40that culture
09:41being alive
09:43or,
09:44I won't say
09:45not alive,
09:45but maybe
09:46a little less.
09:47It's the way
09:48the people
09:49feel free
09:50to talk
09:51to each other.
09:54I think it's
09:54also about
09:55the culture
09:55being,
09:56you don't need
09:57to tell each other
09:58care about.
09:59I mean,
09:59you don't need
10:00to say,
10:01at home,
10:01do we say
10:02care about your father
10:03and care about your mother
10:04or care about your child
10:05or care about relatives?
10:07It comes naturally.
10:08Yeah.
10:09I think that's
10:10culture that
10:11it's coming
10:11very naturally
10:13to you.
10:14And people
10:15are listening
10:16to each other.
10:16And I think
10:16that comes across
10:17when you go to hotels.
10:19When you walk,
10:20not only the reception
10:23or the room
10:24or the restaurant,
10:25but you go into
10:26the heart of the house
10:26and the way people
10:29are moving freely,
10:30the people,
10:31how they're engaged
10:32or you go to the
10:33staff cafeteria
10:34and how they're enjoying
10:36being with each other
10:37kind of gives you
10:39a feeling of how
10:40integrated people
10:42are with each other
10:43and the culture
10:43is alive.
10:44And I must say
10:45that our people
10:46do a great job.
10:48And I must take
10:49one more example
10:50here which has
10:51always stood out
10:52for me is
10:53there's something
10:54called Marriott
10:54Business Council.
10:57It is almost like
11:01a lack of a better
11:02way of saying it.
11:03It's almost like
11:04a parallel setup.
11:05So, for example,
11:08I'm fortunate
11:08to have a very good
11:10set of leaders
11:11who work for me,
11:11the vice presidents
11:12who then have
11:14their teams
11:14and, you know,
11:15the general managers
11:16are reporting to them.
11:17They have a structure
11:18and they have
11:19different disciplines
11:20and it all works.
11:21Marriott Business Council
11:22is not coming from
11:24any position
11:24of authority
11:26or a position.
11:27It's coming from
11:28people within
11:29coming together
11:31to giving back
11:32to the place
11:34where they are.
11:35So, if you're
11:36in UAE
11:37or if you're
11:37in Saudi
11:38or if you're
11:39in Doha,
11:40you're doing
11:41something for
11:42each other
11:42in the hotel.
11:43You're doing
11:44something for
11:45people.
11:45You know,
11:46just before coming
11:46here,
11:47before we got
11:47started,
11:48you spoke
11:48about the
11:49different CSR
11:50activities that
11:51you, you know,
11:53help and contribute
11:54towards and promote
11:56or I truly enjoy
11:57that example
11:58of, you know,
11:59the Kareem
12:01riders,
12:01you kind of
12:02gave a surprise
12:03to small
12:04but very impactful.
12:06Imagine how many
12:06people they went
12:07and spoke to
12:08in this,
12:08the happiness.
12:09I think doing
12:10those kind of things,
12:11but those don't
12:12come only from
12:13position,
12:13but they also
12:14come from
12:14the heart
12:15and we have
12:16something called
12:16Marriott Business
12:17Councils,
12:17which is there
12:18in every hotel.
12:19Every hotel
12:20is a member
12:21and they bring
12:22it together.
12:23So it's almost
12:24running with
12:25a structure
12:26but with a
12:28heart,
12:28a structure
12:29of a heart
12:30and that coming
12:31together is
12:32beautiful.
12:32Truly,
12:33like I mentioned
12:34something,
12:34leadership culture
12:36and I think
12:36this is where
12:37it comes together
12:38and I have to
12:39say,
12:39I've seen you
12:40many times
12:41at events
12:42and so forth
12:42and the team
12:44around you.
12:45You could
12:46sense the pride.
12:49You could sense
12:50the love
12:51for Sandeep
12:52and the brand
12:53but that's
12:55not something
12:55you easily
12:57get,
12:57you earn.
12:59I think kudos
13:00to the way
13:01you're managing
13:02this organization.
13:03The team
13:03that you have
13:04is just
13:05truly outstanding.
13:09Hospitality
13:10asks people
13:12to give a lot
13:12from themselves.
13:14I mean,
13:14it's a sacrifice.
13:17They always
13:18have an objective
13:19of making
13:21sure the guest
13:22is happy
13:23or well taken
13:24care of
13:25or serviced.
13:25How do you
13:26apply the same
13:28policy
13:29on the employees
13:31themselves?
13:31Yes,
13:32they have an objective
13:33to make the guest
13:35well taken care of.
13:37I think it's your job
13:38to do it now
13:39for your own
13:40employees.
13:40What crosses my mind
13:41is,
13:43you know,
13:44I'm trying to
13:45remember the name.
13:46Do you know
13:46there's a race
13:46when you have
13:47four people
13:48and you hand
13:48over a baton?
13:50Yeah,
13:51it's like a rally
13:51race.
13:52I think it's
13:53something like that.
13:55I feel that,
13:56for example,
13:57for me,
13:57I feel very fortunate.
13:58You're very kind
13:59with your words,
13:59but I personally
14:00feel I'm very fortunate
14:01that I had
14:02great leaders,
14:04mentors
14:05who supported me,
14:07who mentored me
14:08to say what's
14:09the right thing
14:10to do,
14:10what's not right,
14:11but also were
14:12my sponsors,
14:13meaning when I was
14:15not in the room,
14:16they said,
14:16oh,
14:17Sandeep could do
14:18this or get
14:19this opportunity.
14:19So I had good
14:20mentors and sponsors.
14:21And I personally
14:23feel now I need
14:25to be that same
14:26for others
14:27to help and
14:28support others.
14:29And so it's more
14:30like that,
14:31that if somebody
14:32gave to me,
14:33I'm giving to
14:34somebody,
14:34I think that person
14:36is giving to
14:36somebody else.
14:37And I think it
14:37spreads this
14:39taking care
14:40of each other.
14:43And that's how
14:43the culture
14:44can keep going.
14:45But I think we
14:46need to continue
14:46to do that
14:49with each other,
14:51to give
14:51opportunities.
14:53Somehow,
14:53I'll give you
14:54an example.
14:55When I went
14:55to,
14:57I'll come back
14:58to my Moscow
14:58example.
14:59My dream in
15:00life was to
15:01be a general
15:02manager.
15:03I said,
15:03the day I
15:04become a
15:04general manager,
15:05I'm done.
15:06I've achieved
15:07everything in
15:07life.
15:08The day it
15:09actually happened,
15:11I still remember
15:11I closed the
15:12office door.
15:14I didn't shout
15:15because everybody
15:15outside would
15:16think,
15:16oh,
15:16he's gone
15:16crazy.
15:17But I said,
15:19this is it.
15:21I have done
15:22it.
15:22I've made
15:23it here.
15:24And then you
15:25reflect on how
15:28you got there
15:28and the people
15:29who supported
15:29you.
15:30And you open
15:31that door and
15:31you say,
15:32now I need
15:32to support
15:33all my
15:34people because
15:35somebody did
15:36that for me.
15:38And if we
15:39all had to
15:39keep doing
15:40that, I
15:40think that
15:41culture will
15:42continue to
15:44grow.
15:44And you
15:46hit on a
15:46spot what
15:48I call
15:48giving people
15:49a voice.
15:51With the
15:52multi-nationality,
15:55multi-countries
15:56that you've
15:57worked in,
15:58how do you
15:59create an
15:59environment
15:59where someone
16:00who is sitting
16:01in the front
16:02desk at the
16:03reception of
16:03a hotel to
16:05make sure his
16:06voice or her
16:06voice is
16:08heard up to
16:09your level?
16:12I think it's
16:13again coming
16:14back to
16:14that, creating
16:15that culture
16:16of where people
16:17feel free and
16:18open.
16:19And, you
16:20know, culture
16:21is a very
16:25difficult, easy
16:26and difficult
16:27word.
16:29It's very
16:29easy to say,
16:30look after your
16:31people, look
16:32after the
16:33guest, and
16:34the guest will
16:34keep coming
16:35back.
16:35But you need
16:35to do that
16:37every day.
16:38I think it's
16:40repetitively
16:42saying that
16:43every day and
16:43believing in
16:44it every day
16:45that that
16:46can get
16:47done.
16:48I think
16:48somewhere also
16:50the fact that
16:51we encourage
16:53more and more
16:53people to
16:55talk about
16:56in our
16:57briefings, in
16:57our lineups,
16:58we have
16:59posters at
16:59the different
17:02staff areas
17:03about talking
17:04to people and
17:04sharing your
17:05voice or
17:06sharing your
17:07opinion.
17:07I think it
17:08becomes a
17:08part of
17:09how you
17:10live and
17:11how you
17:11do things
17:12and it
17:13continues to
17:14grow.
17:16For example,
17:17if anybody
17:17has to write
17:18from a
17:18hotel that
17:19I am
17:20concerned about
17:21this, it's
17:23not just
17:24about another
17:24email.
17:25It's about
17:25making sure
17:26that we
17:27all get
17:27back to
17:27that person
17:28to understand
17:28because that
17:30one example
17:31can either
17:32make it or
17:33break it.
17:34It can make
17:34it because
17:35the others
17:35would know
17:36that, no,
17:37we need
17:37to listen
17:38to our
17:38people.
17:39Second, the
17:40people will
17:41know if I'm
17:42not heard, I
17:42can talk.
17:43So I think
17:44it's that
17:45consistency that
17:46is very
17:47important.
17:48I want to
17:49shift gears
17:50to expectations
17:53from travelers
17:55and guests
17:56at your
17:56property or
17:57other
17:58properties.
17:58You know,
17:59they travel
17:59for the
18:01sake of
18:01experience,
18:03the culture
18:04of a new
18:05country, a
18:06new place,
18:07but they
18:08have expectations
18:09of maintaining
18:11standards.
18:13how do
18:14you balance
18:14the two
18:15where, you
18:16know, I
18:17expect from
18:18the Marriott
18:18group a
18:19specific
18:20standard because
18:21I'm used to
18:21it, but I
18:23also want to
18:24experience the
18:25local venue.
18:28I think
18:28standards are
18:29more like an
18:30entry-level
18:31floor of
18:33saying this
18:34is the
18:34minimum
18:34standard and
18:35then the
18:36localization
18:36needs to be
18:37there.
18:37If you
18:38had to go
18:38back 20
18:39years, we
18:39used to
18:39say, let's
18:41say one of
18:41our brands
18:42the hotel
18:43rooms should
18:43look same,
18:44so guest
18:45feels it's
18:45the same
18:45brand.
18:46Today we
18:47say standards
18:48are the
18:48same, maybe
18:50the fixtures
18:50are the
18:51same, or
18:52the number
18:53of fixtures
18:54need to be
18:55this much,
18:56or the
18:56bed linen
18:57needs to
18:58be this
18:58count, but
18:59the design
19:01needs to be
19:02localized.
19:02And here
19:03comes the
19:04point of
19:05local people.
19:07So let's
19:08take a
19:08example of
19:09Saudi.
19:10If you go
19:11to Saudi
19:11Arabia,
19:12today more
19:13than yesterday,
19:14you are
19:15welcomed by
19:16Saudi
19:17nationals.
19:18You feel
19:19the
19:19authenticity
19:20more.
19:20You feel
19:21that you've
19:22come to
19:22Saudi.
19:24I think
19:24that's
19:25important.
19:25So we
19:25started, for
19:26example, a
19:26program called
19:27Taicin, which
19:28is for
19:29developing the
19:30local talent,
19:31not only to
19:32do entry
19:33level, but
19:34also be
19:34tomorrow's
19:35hotel managers
19:36and general
19:36managers, so
19:37that authenticity
19:39can be
19:39there of
19:40local.
19:41And we
19:41need to do
19:42more and
19:43more of
19:43this in
19:44some parts
19:45of the
19:45world than
19:45others.
19:46For
19:46example, if
19:46you go to
19:47Italy, most
19:49of the
19:49times you
19:49will get an
19:50Italian looking
19:50after you.
19:52We need to
19:53do in some
19:53more countries
19:54like here,
19:55which is where
19:56the endeavor
19:56is to say,
19:58in UAE,
19:58in Saudi,
19:59that we
20:00start looking
20:00at more
20:01localization.
20:02in Oman,
20:03there are
20:04more locals
20:04welcoming, and
20:05then that
20:05brings in
20:06the authenticity
20:08as well.
20:09That's important,
20:10that you're
20:10welcomed by
20:11the local.
20:11Absolutely, and
20:12I think it
20:12reflects on
20:13the guests,
20:14seeing them
20:15that they
20:15are greeted
20:16and maybe
20:18served by
20:19a local.
20:20Yeah, exactly.
20:21And I think,
20:22I'll give you
20:23one more example,
20:24which is maybe
20:25moving away a
20:26little bit from
20:26what you asked.
20:28Sometimes I get
20:29asked a question
20:29saying, which is
20:31your favorite
20:31restaurant?
20:33There are
20:33many, but
20:35what forms a
20:36restaurant
20:37experience is
20:38it's a good
20:39product, it's
20:40good food, it's
20:41good service, but
20:42I tell you, one
20:43of the experiences
20:43I had, one of
20:44the places, have
20:45you ever been
20:45ever to a
20:46restaurant which
20:47is for the
20:48blind?
20:48Been to a
20:49deaf restaurant,
20:50but not blind?
20:52Try it.
20:53It's run by
20:54the blind, and
20:55so I went to
20:56this restaurant,
20:57and so we
20:59were taken
21:00through this
21:01corridor,
21:03and they
21:04take away
21:04your mobile
21:04phone, but
21:05these days if
21:06you take your
21:06mobile phone,
21:07you'll feel
21:07half naked
21:08anyway.
21:09So we're
21:10kind of going
21:10into this
21:11corridor, and
21:11it's getting
21:12darker and
21:12darker, and
21:14then you're
21:15suddenly seeing
21:15the light
21:16fade off, and
21:17now you're
21:17getting uncomfortable,
21:18and on the
21:19other side there
21:20is a hostess
21:21holding you and
21:22taking you inside
21:23because now you
21:23can't see.
21:24So you're getting
21:24uncomfortable.
21:26and we got to
21:27the table, and
21:28we sat down, and
21:29you can't see
21:30anything.
21:30Your eyes are
21:31open, but when
21:32I mean pitch
21:32dark, it's
21:33dark, blind.
21:34Wow.
21:35It's looked
21:35after by the
21:36blind, and you
21:37don't realize that
21:38when actually
21:39speaking, you can't
21:40see your food,
21:41you can't, your
21:41taste is a bit
21:43different.
21:44So I can't know
21:45the chandelier, I
21:46don't know the
21:46color of the
21:47wall, I can't
21:49see the menu, but
21:51I think I
21:52could feel the
21:54warmth and
21:55emotion of the
21:56people, and
21:58that stays with
21:59me, that even
22:00today I talk, I
22:01mean, that's not
22:02my only favorite,
22:02there are a lot
22:03of great food and
22:04beverage, but what
22:05I'm trying to get
22:05to is, I think
22:07people make a lot
22:08of difference, so
22:09when you talk
22:10about standard and
22:11localization, I
22:12think standards
22:13play an important
22:14role, design plays
22:16an important role
22:17in bringing the
22:17localization, but I
22:19think the peak is
22:20back to your
22:21point on culture
22:22and people, they
22:24make the
22:24localization happen.
22:26Shifting gears
22:27again to luxury,
22:29think of a hotel
22:30experience that has
22:32stayed with you
22:32personally, what
22:35made it special, and
22:36what does it tell
22:37us about what
22:38luxury means today?
22:39I think first of
22:40all, let me take
22:42one basic out,
22:44because I don't
22:45want to over
22:45exaggerate the
22:46point that product
22:47is not important.
22:48Product is
22:49important, because
22:50that's the first
22:50thing you see in
22:51luxury, it needs
22:53to, for whichever
22:54brand it is, whether
22:55it is now a
22:56Bulgari or a
22:57St. Regis or
22:57it's Carlton or
22:58Edition, depending
22:59on the brand, it
23:00needs to talk about
23:03the values of that
23:04particular brand and
23:05bring that out.
23:06So product is done,
23:08given, let me keep
23:09it on the side.
23:10I think then after
23:12that it purely gets
23:13into experiences, and
23:15in my opinion, it's
23:17getting into a bit
23:18more on personalization.
23:20And I don't mean
23:21personalization that
23:22you go into a room
23:23and you find your
23:24name on the card.
23:26In fact, it's the
23:26worst thing.
23:27You go to a hotel
23:28room and you find
23:29dear Sandeep, and
23:31the signature is
23:32different pen than
23:33the rest.
23:34You know, somebody
23:35just, somebody else.
23:36See that, yes.
23:37It's in fact going
23:38anti-personalization.
23:40But anyway.
23:40But I think it's
23:41about thinking what
23:43I would like or
23:46anticipating what I
23:48want.
23:48So, for example, if
23:49I'm going for work
23:51and I'm going for a
23:52personal state, it's
23:53totally different.
23:55And I think that
23:55anticipation of what
23:57the guest wants is
23:59something which is
24:02very important to
24:04kind of see what
24:05would be that
24:05something that I
24:06want in that
24:08particular situation.
24:09If I'm going for
24:10work, maybe I don't
24:11want to engage with
24:12anybody because I
24:13would need to get
24:13for a conference
24:14call.
24:15Let me share an
24:15example.
24:17The other day I
24:17was in Europe.
24:20I will not tell you
24:21which hotel.
24:23So I sat in the
24:24car and the car was
24:27perfect.
24:28You know,
24:28temperature was
24:29great.
24:31Sat in the car,
24:31there was water,
24:32there was some
24:34amenities there.
24:36even in the car
24:37which was not
24:38candies, but I
24:39liked nuts, so
24:40they were nuts.
24:41So very
24:41personalized, super.
24:42I'm on a
24:43conference call.
24:44So the driver
24:45tells me, so
24:47you're going to
24:48X terminal, it
24:50will take 30
24:51minutes.
24:51So I said, thank
24:52you so much.
24:53We continued.
24:54And he said, the
24:54temperature is
24:56this.
24:57I said, thank
24:58you.
24:59Now, I'm on a
24:59conference call, so
25:00I'm saying, thank
25:01you, okay.
25:01And then I'm
25:02getting back and
25:03then he says,
25:03would you like,
25:04you know, to
25:06have some music?
25:07Now I'm reaching
25:08a point to say,
25:10can you see I'm
25:11on a call?
25:12Now it's getting
25:13too much.
25:14Yes, intrusive.
25:16Intrusive.
25:17So I think there's
25:17a very interesting
25:19balance to be had
25:20on that
25:22authenticity.
25:23So I think that
25:23authenticity is
25:25becoming more and
25:26more important
25:27because I think we
25:28are, in luxury,
25:29we're trying to
25:30maybe outdo each
25:31other or copy and
25:33we might lack
25:34that authenticity.
25:35And in my
25:36example of this,
25:37I'm sure the
25:39hotel, I'm sure
25:40the general
25:41manager, the
25:41driver mean very
25:42well.
25:42Absolutely, yes.
25:43They've taken the
25:44best practice.
25:44They've taken that
25:45I like this,
25:46amenities, they
25:47personalize it.
25:48They're asking
25:48about the
25:49temperature, distance,
25:50I might want to
25:51know.
25:51But it's just
25:52reading the room
25:53to say, I'm on
25:54a call.
25:55So I think that
25:56authenticity balance
25:57and that's what I
25:59feel we need to
26:00do better and
26:01better off in
26:02hotels to get
26:04people to kind
26:04of pick that up.
26:05And it's a sense
26:06we need to, you
26:07know, hire for
26:07that heart and
26:08connect those
26:09two.
26:10And I think
26:10training is part
26:11of this
26:11conversation.
26:12This is how
26:13they, you
26:13know, pick up
26:14these.
26:15Exactly.
26:15He was right.
26:16He didn't do
26:17anything negative
26:20or he didn't do
26:20anything.
26:21He played it by
26:22the book.
26:23Oh, yeah.
26:23But, you know,
26:24the book doesn't.
26:24It's to pick it
26:24up, yeah.
26:25And maybe the
26:26book needs to
26:26say, these are the
26:28standards to your
26:28point.
26:29This is the
26:30localization, but
26:32also understand and
26:33see how the guest
26:34is feeling, that
26:35emotion.
26:36Back to our
26:36region, you know,
26:37whether it's Saudi,
26:38UAE or the GCC
26:40region, you know,
26:42we're seeing more
26:42and more development
26:43around the tourism
26:44sector.
26:45How do we build a
26:46generation of local
26:48hospitality leaders?
26:49You mentioned this
26:50earlier in Saudi.
26:52Can you expand a
26:54little bit more on
26:55this, not just in
26:56Saudi, but across
26:57the region?
26:58Sure.
26:59I think, first of
26:59all, I'm very
27:00optimistic about our
27:02region.
27:03Middle East is doing
27:04very well.
27:05Today, if you look
27:05at, for us as
27:07Marriott, we're
27:07about 410 hotels.
27:10There's another
27:11200 in the
27:11pipeline.
27:12They're growing.
27:14In fact, I was
27:15recently in Riyadh
27:18and we opened the
27:18W in CAF.
27:20I think one of the
27:21best.
27:21I say that.
27:22Yes.
27:22Yes.
27:23Beautiful hotel.
27:24Amazing.
27:24I hope you liked it.
27:25Loved it.
27:25Yes.
27:26I mean, it's one
27:27of the better Ws.
27:28So the beautiful
27:29hotel's opening, and
27:32I think we need to
27:32marry again.
27:33And by the way, the
27:33cultural aspect of it
27:35is amazing.
27:36It reflects so well
27:38the heritage of
27:40Saudi Arabia.
27:41Yeah.
27:41I think it comes
27:42back to your point
27:43of what you said
27:44about standard and
27:45localization.
27:47There are W
27:48standards.
27:48You feel W, but
27:50you feel local too.
27:51There is a story for
27:53each, you know, what
27:54the designer has
27:55done.
27:55I think I'm very
27:56optimistic and
27:57bullish about the
27:58region.
27:58As I said earlier, I
28:00think we need to
28:01have local talent
28:03grow more.
28:06In Saudi or
28:07Egypt, we have
28:09started the
28:09Taisin program.
28:11Where the thing
28:11is, you know, one
28:14thing is to say,
28:15let me get in the
28:16people at the
28:17reception restaurant
28:19from the local
28:20community.
28:20country, but then
28:22have GMs coming
28:24from abroad or
28:26expats or others.
28:28But I think we
28:29need to make sure
28:30that we are raising
28:33more and more
28:33people to be ready
28:34for tomorrow to be
28:36leaders from within
28:37the region.
28:38I even expand into
28:40Africa.
28:41So if you go into
28:42Kenya, we opened our
28:44properties in
28:45Masai Mara.
28:4799% of the people
28:48are locals.
28:50You know, you have
28:51one or two people,
28:52maybe one in the
28:53spa, maybe one
28:54chef.
28:56This comes from
28:56outside because you
28:57need to have a bit
28:58of authenticity in a
28:59few other places.
29:00But that brings in
29:02the authenticity.
29:03And then now, next,
29:04you have a GM who
29:05is going to be from
29:07there, from Africa,
29:08or from Saudi, or
29:10from Oman.
29:11I think that's going
29:12to be a true
29:13success.
29:13So we're doing
29:13different programs.
29:14We've made good
29:16progress in Egypt.
29:17We've made good
29:18progress in Saudi
29:19Arabia to do
29:20these programs so
29:21we can kind of see
29:22that the local
29:23talent grows.
29:25Very refreshing.
29:27A conversation
29:28that we have to
29:29bring into any
29:31podcast, AI.
29:34I know technology,
29:36people have
29:37expectations for
29:38this.
29:39And I think on
29:40the last report
29:41that I attended
29:42where you spoke
29:45about technology
29:46and how guests
29:46are expecting
29:47technology, you
29:48highlighted something
29:49that AI is
29:51something that you
29:52use to improve
29:54your performance.
29:55You don't replace
29:56people with AI.
29:58How do guests look
29:59at technology today,
30:01whether it's smart
30:02features in the room
30:03or AI in the
30:05operations?
30:06How do you look
30:07at it?
30:07I think it's a
30:09very good and
30:09relevant question.
30:11And let me break
30:13it up into maybe
30:14two.
30:15One is technology
30:16and one is AI.
30:18So technology part
30:20is let's take
30:22Marriott Bonnard.
30:24We have an app.
30:26You remember.
30:27Of course.
30:29You passed the
30:30test.
30:31Now you can use
30:32the app to get
30:35inspired where you
30:36want to go for a
30:37beach vacation.
30:39You can book the
30:40room.
30:40If the country
30:41allows, you can do
30:42the check-in without
30:43going to the
30:43counter.
30:44You can use the
30:46phone as the
30:46key.
30:47You can, while in
30:49the taxi, you can
30:50order your soup so
30:51it's ready when you
30:52get there.
30:53You can message
30:53the team to get
30:55something in the
30:55room.
30:56You can check out
30:57if your credit card
30:57is linked and don't
30:59meet anybody.
31:01You might want to
31:02do that.
31:02You might not want
31:03to do that.
31:03I think for us, at
31:05Marriott we feel we
31:06need to give a choice
31:07to you so you can
31:08choose.
31:10I think where AI
31:12comes in is that
31:13inspiration part in
31:15the beginning when
31:16you want something to
31:17say, I'm going to
31:18get inspired for a
31:19beach vacation or a
31:20mountain or
31:20something, how AI
31:22can help more.
31:24The second is I
31:25think we need, we
31:27are trying to do
31:28more and more how
31:29we can get AI into
31:30our workspace that
31:31our people are able
31:33to replace things
31:35which would get,
31:37they would use a lot
31:38of time to.
31:39Repetitive.
31:40Repetitive and then
31:41rather spend with
31:42you.
31:42For example, I'm
31:44sure this will not
31:45be alien to you that
31:46you've gone to a
31:46hotel, you're at a
31:47reception and you're
31:49looking and you've
31:50given your name and
31:51the person is doing
31:52something there and
31:53you're like, what the
31:55hell are you doing?
31:56I mean, can we, is
31:59it a surprise that
31:59I've come or what is
32:00it?
32:01I think we need to,
32:02that thing to become
32:03more engaging because
32:06the system is more
32:07intuitive to pick up
32:08things.
32:08So for us, we're
32:09going through a big
32:12change throughout our
32:13company, changing our
32:14systems.
32:15It started in the US
32:17already, it's coming to
32:18Europe, Middle East
32:18next year, where our
32:20systems are going to
32:21be more intuitive on
32:22giving more time
32:24because, you know,
32:25back of the house, what
32:26happens is you're
32:27coming, you're a
32:28Marriott, let's say,
32:30elite member, you are
32:32entitled to an upgrade.
32:34There is somebody
32:35manually who has to go
32:36through the arrivals of
32:37the day, allocate.
32:38Now the system does that
32:40for you.
32:40So when I come on
32:41shift, it's all done, I
32:43can allocate time to
32:44you.
32:44I think that's where AI
32:46is going to be
32:47helpful.
32:48AI is going to be
32:49helpful that I have, I
32:51know what you like and
32:52what you don't like, but
32:53how do I use it?
32:54Because if I don't use
32:55it, it's a piece of
32:56paper.
32:58Technology is there, it's
32:59in the system, you can
33:01print it, but how do you
33:02use it?
33:03I think that's where AI
33:04will be helpful.
33:06I share one more
33:07example, the other day I
33:08was talking to a
33:08colleague of mine, you
33:10know, we go and do deep
33:11dives into hotels.
33:13So for example, it's a
33:15hotel in Spain, in
33:16the guest scores have
33:18not been very good and
33:19we want to go and say,
33:20what are the reasons and
33:21what do we need to do?
33:22Today, with the help of
33:24AI, the work that took
33:26about a week to get data
33:28to say things, it
33:30actually does it in small
33:32time, forget about half a
33:34day, one hour, hours,
33:35minutes.
33:37It actually,
33:38interestingly, one of the
33:40things we put into the
33:41whole thing, all the
33:42things, and they said,
33:43maybe you need to go and
33:44have a look because we
33:46said potential.
33:46solutions, to have a look
33:48at this building because in
33:49this building, maybe this
33:50floor has an issue.
33:52I think that's the speed
33:53which you catch up.
33:54Then now you need to use
33:56that to say, there's a
33:57problem, I need to solve
33:58it.
33:58So I think AI is going to
33:59be very helpful for us in
34:01able to using that
34:02personalization and that
34:04authenticity I spoke about.
34:06But it will connect the
34:07dots of having the likes
34:09and dislikes to delivery.
34:11Maybe it's already done.
34:12And I don't know, will the
34:13day come where you don't
34:15need to see a person to
34:17check into your room?
34:18I mean, today when you fly
34:21Emirates, you can actually
34:23just, you know, check in
34:25without having any encounter
34:27with a person.
34:27Which you can do today with
34:29Marriott Bonvoy app.
34:30Yeah.
34:31I still, I feel it's a
34:33guest choice.
34:33Guest choice, yeah.
34:34Yeah.
34:34I mean, so it's there.
34:36Today you can do the whole
34:37thing, check in to check out
34:39without going to the
34:40counter.
34:41True.
34:41And you might want to do
34:42that and I do it sometimes.
34:44You know, you just want to
34:46get to because you're busy
34:47in calls and stuff and you've
34:48ordered room service and
34:49everything.
34:50But maybe when I'm going
34:51with my family, I want to
34:52have that engagement.
34:53So I think it's your choice.
34:55But we need to create that
34:57choice for you.
34:59that you want to engage
35:00or you don't want to
35:01engage.
35:01And I think then we have
35:04done our part.
35:05But I think AI is going to
35:06be super helpful and
35:08exciting in creating
35:09capacity for us to not be
35:11looking down and doing
35:12something but looking at
35:13you and talking.
35:14Sandeep, we end every
35:16conversation with this.
35:17A great culture is one
35:19where.
35:21You don't have to tell
35:22people to care for each
35:23other.
35:24It comes automatically like
35:27it would in a family that
35:29is well knit together and
35:32you take time to listen to
35:34each other in a world that
35:36there is so much of
35:38distraction or social media
35:40or other things.
35:41But you're just listening to
35:42each other.
35:43Sandeep, thank you very
35:44much for your insights and
35:46perspective.
35:47Really enjoyed it.
35:48Thank you so much.
35:49Thank you so much.