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Marriott's biggest bet isn't hotels

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Marriott's biggest bet isn't hotels

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258 segments

0:00

We don't sit here and talk at the end of

0:01

the pier.

0:01

>> It's my favorite interview of the year.

0:03

It's the only one I get to wear

0:04

sunglasses.

0:05

>> I appreciate it. Well, you can do it on

0:06

earnings call. Nobody sees you, right?

0:08

>> true. Yeah.

0:08

>> Um you know, [snorts] I was walking by

0:10

the JW Marriott here. I mean, it's it's

0:12

packed. I've seen people in and out of

0:14

that hotel all week here at Cannes

0:16

Lions. You have so many brands. That's

0:17

just one brand in the portfolio. How do

0:20

you keep them so distinct?

0:21

>> Well, we've got brand leaders across

0:23

each sector. We tend to bucket them in

0:25

three categories: select brands, premium

0:28

brands, and luxury brands. And And the

0:31

brand leaders, among their most

0:33

important responsibilities, is ensuring

0:35

that each of the brands in the portfolio

0:37

has a well-articulated distinct

0:39

positioning. If If your strategy is to

0:42

have such a broad brand portfolio,

0:44

that's part of the responsibility that

0:45

comes with it.

0:47

>> notice those differences?

0:48

>> For sure. For sure. And I think if we're

0:50

fair with ourselves, there's still work

0:52

to be done. Bill Marriott loves to say

0:54

success is never final. And I think as

0:57

it relates

0:58

to positioning the portfolios within the

1:00

brand, that's work that that is ongoing.

1:03

>> What brands that you've launched in the

1:06

past 2 years are on fire, and why have

1:09

you launched them?

1:10

>> Uh CitizenM, I think is a great example.

1:13

Uh it's a brand that we acquired. And uh

1:16

it's just it's a brand that resonates.

1:17

It's a tech-forward brand. It's got a

1:19

European design aesthetic. Um modestly

1:23

sized rooms, but very efficiently

1:25

designed. So, I think that's on fire.

1:27

And then in the organic side,

1:30

I would point to something like Studio

1:32

Res, which

1:33

was part of our entry into the midscale

1:35

tier. It's an extended-stay focused

1:38

midscale brand. And I think in a

1:40

post-pandemic world, where people are so

1:43

nomadic, uh the ability to move into a

1:46

product like that that's efficient,

1:48

meets their needs if they're on

1:50

temporary assignment, if they're trying

1:51

out a new city for a few months, uh

1:54

that's that's a terrific growth platform

1:55

for us as well.

1:56

>> Walking up and down this I guess it's a

1:58

promenade of events packed and I realize

2:00

well, I'm I'm getting old. There's so

2:02

many like young people at this event and

2:05

how are they booking hotels differently

2:07

and what do they want from the hotel

2:08

today?

2:09

>> Well, so maybe on the first one one of

2:11

the things we're so excited about just

2:13

last week we launched a beta test of

2:16

something called Ask Bonvoy which is a

2:18

plain language search capability within

2:21

the Bonvoy ecosystem.

2:23

>> program.

2:24

>> Yeah, exactly.

2:25

>> Exactly.

2:25

>> what they want. They want to search in

2:27

plain language.

2:29

We've got 10,000 hotels. We just opened

2:32

our 10,000th hotel this month. We're in

2:34

146 countries and the ability in plain

2:38

language to search a portfolio that

2:40

broad I think is what that next gen

2:42

consumer really wants in travel. What do

2:45

they expect in the hotel? Really depends

2:48

on trip purpose but what they always

2:50

want is warm genuine care.

2:53

They want reliability.

2:55

They want the Wi-Fi to work so they can

2:57

do all their streaming of course.

2:59

I think food and beverage is

3:00

increasingly an important attribute and

3:03

really across all quality tiers. Even if

3:06

it's a Fairfield Inn and it's a grab and

3:08

go, they want it to be high quality,

3:10

they want it to be nutritious all the

3:12

way up to ultra luxury. Food and

3:14

beverage in many ways when I started in

3:17

this business there were certain pockets

3:19

of the world where the reputation and

3:21

quality of food and beverage drove room

3:23

booking decisions. I think that's across

3:26

quality tiers and across geographies

3:28

today.

3:28

>> You know, it's you know, how would my I

3:30

guess my mom and dad they would care

3:31

about thread counts at the hotel in the

3:33

sheets. I mean well then how do you

3:34

reinvent the dining experience at your

3:36

hotels? You have 10,000 hotels.

3:39

>> The two words that come to mind to me

3:41

are local and authentic. You know, I I

3:44

think there are some core menu items

3:46

that people want everywhere but if I go

3:48

to India, I want the richness of those

3:51

those regional cuisines. And so, hiring

3:54

local, having local culinary talent,

3:56

being creative with menu design, those

3:59

are the things our customers really

4:00

want.

4:01

>> into the wellness trend? I And I bring

4:02

this up because I I stayed at one of

4:04

your properties about a year and a half

4:06

ago, and

4:07

it was a like the facial experience

4:09

I got a facial. I've never got a My

4:11

first facial came at your hotel.

4:13

>> How do we do?

4:14

>> I used to damn well.

4:15

>> Good. Yeah, I you know, but what's

4:17

interesting to me, I love that you use

4:18

the word wellness because I think early

4:21

people thought sort of combined the idea

4:24

of wellness and spa. And spa is spa is

4:26

certainly a part of it, but the wellness

4:28

and the longevity focus of many of our

4:31

consumers has grown exponentially. And

4:33

you may have seen we entered into a

4:35

joint venture with an Italian company

4:37

called Lefay, and that'll be a

4:39

our entry into luxury wellness. They

4:42

have some amazing resorts. We think we

4:44

can grow together quite aggressively.

4:46

And that desire for well-being is

4:49

something we hear from consumers across

4:51

every demographic.

4:53

>> You know, I've seen recently one of your

4:54

I'm still calling Airbnb a competitor.

4:56

They have made a big push or or a desire

4:59

to be an everything app. You go there in

5:01

app, you book everything, whether it's

5:03

food, you name it. Do you want to push

5:05

the company in that direction?

5:06

>> Well, I think what we want you you look

5:08

at the history of loyalty platforms all

5:11

through the travel vertical on the hotel

5:13

side and the airline side, and it they

5:15

were fairly rudimentary. You would

5:17

enroll, you would stay, you'd earn

5:19

points for a hotel stay, and ultimately

5:21

you'd accumulate and redeem those points

5:24

for hotel stay. And while that facet of

5:26

Bonvoy is still foundational, we've got

5:29

much broader aspirations for the

5:30

platform, and a lot of those aspirations

5:33

around experiences. So, you think about

5:36

some of the partnerships we have with

5:38

the the AMG Petronas Mercedes team in

5:41

F1, the work we're doing in partnership

5:43

with Visa for the FIFA World Cup.

5:46

Bonvoy is increasingly viewed by our

5:48

nearly 300 million members as a platform

5:51

that helps unlock those

5:53

once-in-a-lifetime experiences.

5:54

>> Um we've still have seen tensions in the

5:58

Middle East. Now, you called this out in

6:00

your latest earnings call. I mean,

6:01

travel over there is is pressured. Now

6:03

that things have eased up just a touch,

6:05

any improvement in your business there?

6:07

>> Yeah, incrementally. But again, to

6:09

ground it, and we talked about this on

6:10

the call, the Middle East region, while

6:13

extraordinarily important, represents

6:15

about 3% of our global rooms uh supply,

6:19

uh and about 3% of our global fees. Uh

6:22

we expect RevPAR will be down in Q2 plus

6:25

or minus about 50%, but I was just in

6:28

London with all of our Middle East

6:29

general managers 2 weeks ago. And in

6:32

talking to them, this is certainly

6:33

anecdotal, but their view is as soon as

6:36

travelers both in the region and

6:39

internationally have a sense that the

6:41

the tensions have in fact settled, they

6:43

expect a very deep recovery.

6:45

>> I saw I talked to the CEO of Elf Beauty.

6:48

Uh they sell lower-end more affordable

6:50

cosmetics here at Can Lines. They said

6:51

the glowing consumer has shown, I think,

6:54

a little bit of a more of strength in

6:55

the past few weeks as gas prices have

6:57

come down. What are you seeing this

6:59

summer travel season?

7:00

>> saw it in Q1. Uh the prior few quarters

7:03

we'd seen flat or even slightly negative

7:06

RevPAR in the select brand tier, and we

7:08

were up low single digits in Q1, which

7:11

was a really encouraging sign. As we

7:13

look towards the summer, in the US, we

7:15

had a great Memorial Day weekend. Uh we

7:18

feel good about forward bookings on 4th

7:20

of July. And even here in Europe, we see

7:23

pretty solid bookings of inbound

7:25

international. So, we expect the summer

7:27

to be strong.

7:27

>> You've negotiated uh really amazing

7:30

deals in these these co-branded credit

7:31

cards. I mean, the revenue is supposed

7:33

to be up what, 35% this year to almost a

7:34

billion dollars. How are you dispersing

7:36

that money to hotel owners? I'm sure you

7:39

saw that journal story.

7:40

>> Yeah, yeah. I I read it. Listen, the um

7:42

if your business model is 10,000 hotels

7:46

of which we own 20, the collaboration

7:49

and the communication we have with the

7:51

owner community of the the other 9,980

7:55

is a top priority. And the the success

7:58

and the performance of the owner

8:00

community and the brand are inextricably

8:03

linked. And so on a proactive basis

8:05

through advisory councils, through

8:07

periodic meetings, through account

8:09

meetings with individual owners and

8:11

franchisees, that dialogue goes on every

8:14

day, principally from a proactive

8:17

perspective, but in this instance in a

8:19

more reactive perspective, we need and

8:22

want to see that owner community and

8:24

their businesses thrive and succeed. And

8:26

so the dialogue we have is ongoing and I

8:29

think quite productive.

8:30

>> you're willing to give them more. I

8:32

always viewed Marriott as like a

8:32

family-ish company.

8:34

>> Yeah, I mean most of these relationships

8:36

with these owners are multi-decade

8:38

relationships. Uh all of us have gladly

8:41

and willingly entered a sector that is

8:43

by its nature cyclical. And so we work

8:46

really collaboratively to try to help

8:48

both sides of that equation navigate the

8:50

inevitable cycles that we that we

8:52

operate in.

8:53

>> Good to see you, Anthony. Enjoy. I know

8:55

you got a lot of cool events here at

8:56

Cannes Lions. Hopefully hope to attend

8:58

one of them.

Interactive Summary

Marriott CEO Anthony Capuano discusses the company's growth strategy at Cannes Lions, focusing on brand differentiation, digital innovation, and evolving consumer trends. He highlights the launch of 'Ask Bonvoy', a plain language search tool for their 10,000-hotel portfolio, and the company's expansion into luxury wellness through a joint venture with Lefay. Capuano also addresses the shift of the Bonvoy loyalty program toward once-in-a-lifetime experiences and provides a positive outlook for the summer travel season across the US and Europe.

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