After years of uncertainty due to the pandemic, the ease of restrictions by the year 2023 was a relief for the tourism and hospitality industry, which is now experiencing rapid growth, with increasing demands for technological proficiency, adaptability, evolving guest expectations and a preference for sustainability.
However, the struggles that many players in the industry – hoteliers, travel agents, hospitality employees, airline travel, etc – had to endure to survive (and some were not so lucky, should not be forgotten. But what’s next for the hospitality industry as the world continues to adapt in hopes of reaching pre-pandemic levels of economic performance?
In an interview with The Exchange Asia, Marriott International Country Director of Human Resources, Sabrina Abdullah said that the brand is adapting to the changes by investing in technology and training programmes to prepare its associates to deliver continuous exceptional service. One such service includes Marriott International’s highly-awarded travel programme, Marriott Bonvoy which gives its members access to transformative, eye-opening experiences around the corner and across the globe.
Marriott Bonvoy’s portfolio of more than 30 extraordinary hotel brands offers renowned hospitality in the most memorable destinations in the world. Members can also earn points for stays at hotels and resorts, including all-inclusive resorts and premium home rentals, as well as everyday purchases with co-branded credit cards.
According to Sabrina, Marriott Bonvoy took the pandemic as a lesson, by implementing several changes to meet the evolving expectations of its employees, including enhanced health and safety protocols, flexible work arrangements and greater emphasis on mental health and well-being.
“We are committed to creating a diverse and inclusive work environment that attracts a wide range of talent, adapting to the evolving preferences of today’s workforce,” Sabrina noted.
Additionally, Sabrina highlighted that Marriott Bonvoy offers a variety of initiatives and programmes to support career growth and development, mainly by establishing partnerships with local institutions like UOA Academy, UiTM, Taylor’s University and social initiatives like MyFutureJobs.
“These partnerships are able to provide students with internships, apprenticeships and hands-on training. There is also a career development framework, ‘Become,’ which offers personalised career roadmaps for all associates, while our ‘TakeCare Culture’ focuses on the physical and mental well-being of our associates, providing them with the support they need to thrive both professionally and personally,” Sabrina explained.
Finding the Right Talent
With the rise of gig economy preferences, especially among younger generations, Sabrina pointed out that Marriott Bonvoy is even offering flexible work arrangements, allowing those involved to better focus on their unique career paths.
“Through campaigns like ‘Be Bus’, we can highlight the many roles available, which include engineering, finance, marketing and other similar hospitality-related positions. We also emphasise career growth, competitive compensation and a supportive work environment to retain our associates long-term,” she added.
In the interview, it was explained that the Be Bus campaign is a comprehensive recruitment initiative designed to address the growing need for skilled hospitality professionals in Malaysia and the initiative involved engaging with the local talent pool within numerous diverse communities.
“We aim to invite these talents to join our team of 7,000 associates across 50 Marriott hotels and resorts in Malaysia. We also have access to a vast database of potential talent through partnerships with organisations like PERKESO, which significantly boosted our recruitment efforts.
“This initiative aligns with our new people brand, ‘Be’, which focuses on empowering and supporting associates through innovative opportunities, further enhancing our ability to attract and retain top talent,” Sabrina said.
However, being the Country Director of Human Resources, one of the biggest challenges in talent management and development, according to Sabrina, is keeping up with the rapid growth and demand for skilled professionals.
“We must ensure that we have the right talent to maintain our high service standards, considering the current surge in travel and the increased growth in the hospitality industry,” Sabrina said, adding that another challenge is adapting to the changing expectations of employees, particularly in terms of work-life balance and career development opportunities.
She further explained that Marriott Bonvoy tends to focus on strategic recruitment campaigns, partnerships with educational institutions and comprehensive retention initiatives in order to address such challenges.
Moving forward, Sabrina believes that the industry will see continued emphasis on sustainability, digitalisation and personalised guest experiences, as well as a greater focus on wellness and mental health for both guests and associates alike. Hence, aspiring young professionals should learn to embrace continuous learning and stay adaptable.
“In the ever-changing world of hospitality, having a growth mindset will help you thrive. Focus on building your interpersonal skills, expanding cultural awareness and developing technological proficiency.
“By staying informed yet flexible to change, I believe that young professionals can build successful and fulfilling careers in the hospitality industry,” Sabrina concluded.
