Marriott's biggest bet isn't hotels
258 segments
We don't sit here and talk at the end of
the pier.
>> It's my favorite interview of the year.
It's the only one I get to wear
sunglasses.
>> I appreciate it. Well, you can do it on
earnings call. Nobody sees you, right?
>> true. Yeah.
>> Um you know, [snorts] I was walking by
the JW Marriott here. I mean, it's it's
packed. I've seen people in and out of
that hotel all week here at Cannes
Lions. You have so many brands. That's
just one brand in the portfolio. How do
you keep them so distinct?
>> Well, we've got brand leaders across
each sector. We tend to bucket them in
three categories: select brands, premium
brands, and luxury brands. And And the
brand leaders, among their most
important responsibilities, is ensuring
that each of the brands in the portfolio
has a well-articulated distinct
positioning. If If your strategy is to
have such a broad brand portfolio,
that's part of the responsibility that
comes with it.
>> notice those differences?
>> For sure. For sure. And I think if we're
fair with ourselves, there's still work
to be done. Bill Marriott loves to say
success is never final. And I think as
it relates
to positioning the portfolios within the
brand, that's work that that is ongoing.
>> What brands that you've launched in the
past 2 years are on fire, and why have
you launched them?
>> Uh CitizenM, I think is a great example.
Uh it's a brand that we acquired. And uh
it's just it's a brand that resonates.
It's a tech-forward brand. It's got a
European design aesthetic. Um modestly
sized rooms, but very efficiently
designed. So, I think that's on fire.
And then in the organic side,
I would point to something like Studio
Res, which
was part of our entry into the midscale
tier. It's an extended-stay focused
midscale brand. And I think in a
post-pandemic world, where people are so
nomadic, uh the ability to move into a
product like that that's efficient,
meets their needs if they're on
temporary assignment, if they're trying
out a new city for a few months, uh
that's that's a terrific growth platform
for us as well.
>> Walking up and down this I guess it's a
promenade of events packed and I realize
well, I'm I'm getting old. There's so
many like young people at this event and
how are they booking hotels differently
and what do they want from the hotel
today?
>> Well, so maybe on the first one one of
the things we're so excited about just
last week we launched a beta test of
something called Ask Bonvoy which is a
plain language search capability within
the Bonvoy ecosystem.
>> program.
>> Yeah, exactly.
>> Exactly.
>> what they want. They want to search in
plain language.
We've got 10,000 hotels. We just opened
our 10,000th hotel this month. We're in
146 countries and the ability in plain
language to search a portfolio that
broad I think is what that next gen
consumer really wants in travel. What do
they expect in the hotel? Really depends
on trip purpose but what they always
want is warm genuine care.
They want reliability.
They want the Wi-Fi to work so they can
do all their streaming of course.
I think food and beverage is
increasingly an important attribute and
really across all quality tiers. Even if
it's a Fairfield Inn and it's a grab and
go, they want it to be high quality,
they want it to be nutritious all the
way up to ultra luxury. Food and
beverage in many ways when I started in
this business there were certain pockets
of the world where the reputation and
quality of food and beverage drove room
booking decisions. I think that's across
quality tiers and across geographies
today.
>> You know, it's you know, how would my I
guess my mom and dad they would care
about thread counts at the hotel in the
sheets. I mean well then how do you
reinvent the dining experience at your
hotels? You have 10,000 hotels.
>> The two words that come to mind to me
are local and authentic. You know, I I
think there are some core menu items
that people want everywhere but if I go
to India, I want the richness of those
those regional cuisines. And so, hiring
local, having local culinary talent,
being creative with menu design, those
are the things our customers really
want.
>> into the wellness trend? I And I bring
this up because I I stayed at one of
your properties about a year and a half
ago, and
it was a like the facial experience
I got a facial. I've never got a My
first facial came at your hotel.
>> How do we do?
>> I used to damn well.
>> Good. Yeah, I you know, but what's
interesting to me, I love that you use
the word wellness because I think early
people thought sort of combined the idea
of wellness and spa. And spa is spa is
certainly a part of it, but the wellness
and the longevity focus of many of our
consumers has grown exponentially. And
you may have seen we entered into a
joint venture with an Italian company
called Lefay, and that'll be a
our entry into luxury wellness. They
have some amazing resorts. We think we
can grow together quite aggressively.
And that desire for well-being is
something we hear from consumers across
every demographic.
>> You know, I've seen recently one of your
I'm still calling Airbnb a competitor.
They have made a big push or or a desire
to be an everything app. You go there in
app, you book everything, whether it's
food, you name it. Do you want to push
the company in that direction?
>> Well, I think what we want you you look
at the history of loyalty platforms all
through the travel vertical on the hotel
side and the airline side, and it they
were fairly rudimentary. You would
enroll, you would stay, you'd earn
points for a hotel stay, and ultimately
you'd accumulate and redeem those points
for hotel stay. And while that facet of
Bonvoy is still foundational, we've got
much broader aspirations for the
platform, and a lot of those aspirations
around experiences. So, you think about
some of the partnerships we have with
the the AMG Petronas Mercedes team in
F1, the work we're doing in partnership
with Visa for the FIFA World Cup.
Bonvoy is increasingly viewed by our
nearly 300 million members as a platform
that helps unlock those
once-in-a-lifetime experiences.
>> Um we've still have seen tensions in the
Middle East. Now, you called this out in
your latest earnings call. I mean,
travel over there is is pressured. Now
that things have eased up just a touch,
any improvement in your business there?
>> Yeah, incrementally. But again, to
ground it, and we talked about this on
the call, the Middle East region, while
extraordinarily important, represents
about 3% of our global rooms uh supply,
uh and about 3% of our global fees. Uh
we expect RevPAR will be down in Q2 plus
or minus about 50%, but I was just in
London with all of our Middle East
general managers 2 weeks ago. And in
talking to them, this is certainly
anecdotal, but their view is as soon as
travelers both in the region and
internationally have a sense that the
the tensions have in fact settled, they
expect a very deep recovery.
>> I saw I talked to the CEO of Elf Beauty.
Uh they sell lower-end more affordable
cosmetics here at Can Lines. They said
the glowing consumer has shown, I think,
a little bit of a more of strength in
the past few weeks as gas prices have
come down. What are you seeing this
summer travel season?
>> saw it in Q1. Uh the prior few quarters
we'd seen flat or even slightly negative
RevPAR in the select brand tier, and we
were up low single digits in Q1, which
was a really encouraging sign. As we
look towards the summer, in the US, we
had a great Memorial Day weekend. Uh we
feel good about forward bookings on 4th
of July. And even here in Europe, we see
pretty solid bookings of inbound
international. So, we expect the summer
to be strong.
>> You've negotiated uh really amazing
deals in these these co-branded credit
cards. I mean, the revenue is supposed
to be up what, 35% this year to almost a
billion dollars. How are you dispersing
that money to hotel owners? I'm sure you
saw that journal story.
>> Yeah, yeah. I I read it. Listen, the um
if your business model is 10,000 hotels
of which we own 20, the collaboration
and the communication we have with the
owner community of the the other 9,980
is a top priority. And the the success
and the performance of the owner
community and the brand are inextricably
linked. And so on a proactive basis
through advisory councils, through
periodic meetings, through account
meetings with individual owners and
franchisees, that dialogue goes on every
day, principally from a proactive
perspective, but in this instance in a
more reactive perspective, we need and
want to see that owner community and
their businesses thrive and succeed. And
so the dialogue we have is ongoing and I
think quite productive.
>> you're willing to give them more. I
always viewed Marriott as like a
family-ish company.
>> Yeah, I mean most of these relationships
with these owners are multi-decade
relationships. Uh all of us have gladly
and willingly entered a sector that is
by its nature cyclical. And so we work
really collaboratively to try to help
both sides of that equation navigate the
inevitable cycles that we that we
operate in.
>> Good to see you, Anthony. Enjoy. I know
you got a lot of cool events here at
Cannes Lions. Hopefully hope to attend
one of them.
Ask follow-up questions or revisit key timestamps.
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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