One of the industries most affected by the pandemic has been tourism, and the confinement has caused people who remain confined to travel is one of the first things they want to do as soon as all this has happened.
“There is a trend that we have begun to notice, something we call ‘revenge trips’: people have been at home, away from their relatives and the minute they are vaccinated, when the government says it is safe, they will be running to the airport with their suitcases. One of the things that clients miss the most is traveling, I am sure they will come back eagerly, “said Brian King, regional president of Marriott in the Caribbean and Latin America, in an interview with M2.
For this reason, the Marriott International hotel group has continued with the multi-brand initiative to expand its all-inclusive offer in the Caribbean and Latin America region that started in 2019; However, and despite the fact that this expansion represents a milestone for the hotel group, developing all-inclusive alternatives in a pandemic context represented an obstacle that the hotel had to overcome since the appearance of the virus in March 2020.
This includes creating a cleanup council with experts in epidemiology, public health, and cleanup. It was the first step in the demand for protocols for the protection and security certainty for customers.
“The covid changed everything. Marriott has meticulously detailed protocols in place for cleaning, but we believe that upon arrival of guests, you need to make sure of two things. One, have those protocols installed in the hotels, as well as train the team, and second, you must tell the clients what to expect when they arrive, ”explained Brian King.
For the food and beverage segment, the company had to change its buffet food distribution for food packaging and its correct proportion for each guest, while ensuring the quality and safety of the dishes.
On the other hand, it was able to adapt its spaces to the new dynamics of social distancing, since the chain, by nature, already had large areas that facilitated the implementation of these protocols.
“We have kept an eye on all inclusive spaces for many years and it has been clear to us that the demand for this segment has grown very fast and the main cause of this is that what customers really want when they are on vacation is to disconnect” said Brian King.
By mid-2021, Mexico will have five more hotels, all in Cancun, for people to go to rest, in addition to the 14 more that will open in the Dominican Republic, Jamaica, Saint Lucia, Antigua and Costa Rica. These resorts selected for their “inherent craftsmanship and different perspectives on design and hospitality,” as a result of the agreement between Marriott and the Sunwing Travel Group hotel division, Blue Diamond Resorts. The process of expanding and adding hotel offerings was meticulous and patient, as they wanted to have the right spaces at their disposal, with key locations.
The hotel company is committed to continuing to develop its hospitality to encourage customers to return to travel safely and responsibly, following the protocols designed in conjunction with the government authorities and making use of the new tools promoted as a result of the crisis. , like the explosion of the digital world.