Core values drive success at Marriott

January 24, 2025 | 16:00
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With 27 years of experience, vice president of Marriott Hotels in Vietnam and general manager of JW Marriott Hotel & Suites Saigon Mark van der Wielen sat down with VIR’s Nhat Ha to share his thoughts on the renovation of JW Marriott Saigon.
Core values drive success at Marriott

What challenges have you faced in building a new culture for your team since JW Marriott Saigon began operating under the JWM brand?

The main challenge in transitioning from the previous brand over the past four months has been training employees to meet the new luxury service standards. The team has needed to familiarise themselves with new processes and standards. This has required large-scale training efforts, with over 100 trainers from various locations participating.

While some staff members adapted quickly, others needed more time to fully embrace the new luxury service requirements. Nevertheless, after four months, most employees have adapted well, and customers have noticeably experienced an improvement in service quality aligned with JW Marriott standards.

We addressed these challenges through comprehensive training and by fostering open communication among team members. We emphasised the core values of Marriott International and the JW Marriott brand through training programs and practical application.

Key factors for our success include clearly communicating the vision, investing in staff training and development, and offering recognition and rewards to motivate employees. Building a strong corporate culture takes time and commitment, but with the right strategies in place, it leads to remarkable results.

Core values drive success at Marriott
JW Marriott Hotel & Suites Saigon is located in the heart of Ho Chi Minh City

What can guests expect, either returning or visiting for the first time, when they stay at JW Marriott Hotel & Suites Saigon?

Inspired by the philosophy of wellness and the legacy of Marriott International’s founder, every detail at JW Marriott Hotel & Suites Saigon is thoughtfully crafted to reflect local allure and deliver exceptional guest experiences.

From panoramic views of Ho Chi Minh City’s skyline to culinary adventures highlighting local flavours, every service is designed to nurture the soul and foster meaningful connections. With attentive and meticulous service, we provide guests with unforgettable moments, allowing them to focus on what truly matters most in life.

JW Marriott Saigon has an exciting roadmap for the next two years, which includes major renovations of its food and beverage offerings, guest rooms, and apartments. The most notable changes will be seen in the restaurants. For example, the current Chinese restaurant and Purple Jade will be rebranded into an entirely new dining concept.

Additionally, the hotel will renovate its guest rooms and apartments to align with JW Marriott’s new direction and positioning for 2025. To ensure minimal disruption to guest experiences during the renovation process, the hotel plans to carry out the work in phases. These improvements are part of JW Marriott’s broader strategy to stay relevant in an ever-changing market and to provide guests with the most modern and luxurious experience possible.

Core values drive success at Marriott

What trends are driving growth in the luxury hotel industry in Vietnam, particularly in Ho Chi Minh City?

The luxury hotel industry in Vietnam, especially in Ho Chi Minh City, presents significant growth potential, driven by key emerging trends. Guests are increasingly seeking personalised luxury experiences, emphasising bespoke services tailored to individual preferences. Sustainability has become a crucial factor, with eco-friendly initiatives and wellness programmes gaining importance among travellers.

Additionally, offering authentic local experiences, such as culinary classes or cultural tours, and hosting unique events like themed culinary nights or private gatherings, is becoming a prominent demand. The rise of business travellers is another key factor, as Ho Chi Minh City solidifies its position as a leading destination for events in the region.

Furthermore, the integration of smart technology is revolutionising the guest experience, enabling seamless interactions through mobile apps and enhancing service delivery through data analytics. This comprehensive strategy not only supports the rebranding of luxury hotels but also aligns with the evolving trends and future opportunities in the hospitality industry.

JW Marriott Saigon positions itself as Vietnam’s leading destination for meetings and conferences by emphasising its location and commitment to exceptional service. Situated in the heart of Saigon’s commercial and cultural district, the hotel offers unparalleled convenience for both domestic and international guests.

It features state-of-the-art facilities and continually upgrades its conference spaces with advanced technology to enhance attendee experiences. The versatile event spaces can accommodate groups of varying sizes, ensuring flexibility for diverse gatherings.

With a dedicated event planning team, JW Marriott Saigon provides personalised services to create rich, perfectly organised experiences. Through these initiatives, the hotel can reinforce its brand as a premium destination, focused on guest satisfaction and delivering excellence.

Core values drive success at Marriott

What is the key to Marriott maintaining its robust corporate culture and the success it has achieved?

Marriott’s secret to success lies in its strong company culture and adherence to five core values:

Put people first, Embrace Change, Pursue Excellence, Act With Integrity, and Serve our World.

These values guide Marriott’s operations, ensuring a consistent and high-quality experience for guests. By focusing on caring for employees, Marriott ensures that staff members are motivated and empowered to care for guests. Trust, development opportunities, and internal growth are central to Marriott’s culture, fostering long-term loyalty and satisfaction among employees.

This culture of respect and continuous improvement is one of the key reasons Marriott remains a global leader in hospitality. Employees are encouraged to grow within the company, and the culture of internal development creates a sense of belonging and pride in being part of the Marriott family.

By Nhat Ha

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