Mr. Kristian Petersen - General Manager Nha Trang Marriott Resort & Spa, Hon Tre Island - Employees Are Our Most Valuable “Assets”
In september 2023, Nha Trang Marriott Resort & Spa, Hon Tre Island officially went into operation, becoming the one of largest hotels in Vietnam of Marriott International with 829 units including 486 villas.
Taking on the mission of enhancing the art of relaxation for tourists at this large and proud project is Mr. Kristian Petersen, who has many years of experience working with Marriott International - one of the world’s famous corporations that manages and operates hotels and resorts.
Below is what Mr. Kristian Petersen shared with Saigon New Day, about positioning Nha Trang Marriott Resort & Spa, Hon Tre Island to become a place famous for its timeless hospitality and excellent hotel service experiences.
HOW DO YOU ASSESS THE CURRENT STATE OF THE TOURISM AND HOSPITALITY INDUSTRY IN GENERAL, AND SPECIFICALLY IN KHANH HOA PROVINCE AND NHA TRANG CITY?
The tourism and hospitality industry has shown remarkable resilience following the challenges posed by the pandemic.
Globally, we have witnessed a shift in consumer behavior, with a renewed emphasis on safety, flexibility, and personalized experiences. In the wake of the pandemic, the industry has swiftly adapted to digital innovations. This shift has facilitated remote bookings, contactless services, and enhanced communication, ensuring a more seamless guest experience.
Khanh Hoa Province, Nha Trang, is known for its pristine beaches and cultural heritage, remains a promising destination. Despite temporary setbacks, the region is witnessing a gradual resurgence in tourism, driven by domestic travel and strategic promotional campaigns.
Recent events have led us to reevaluate our approach, focusing on sustainable tourism practices, community engagement, and leveraging technology to ensure safety and convenience for our guests. Looking ahead, I am truly optimistic about the industry’s recovery. Collaborative efforts, innovative strategies, and adapting to evolving guest preferences will be pivotal in positioning Khanh Hoa Province, Nha Trang, as a leading destination.
WHAT IS YOUR EVALUATION OF THE WORKFORCE SITUATION IN THE HOSPITALITY INDUSTRY AFTER COVID?
Post- COVID, the hospitality workforce faced challenges but showcased remarkable adaptability. We’ve seen a shift in roles, an increased emphasis on cross-skilling, and the need for heightened health and safety training.
Our industry displayed resilience by swiftly adapting to new norms, implementing stringent safety protocols, and focusing on guest reassurance.
Also, the Post-COVID period taught us to be humble, creative to adapting to a “new normal” and generating revenue based on “real time” market demand.
However, we are also grappling with staff retention challenges, addressing skill gaps, and maintaining motivation in the face of uncertainty. We are prioritizing comprehensive training programs offered by Marriott – both online and classroom learning offerings - investing in “upskilling” initiatives, and fostering a culture of continuous learning to equip our workforce for the evolving demands of the industry.
Despite these challenges, there are opportunities for amazing career advancement in emerging roles such as digital marketing, data analytics, and sustainability management. Marriott International are positioning themselves to be the foremost and leader in hospitality management for sustainability initiatives and it is a key factor of our investment back to owners, communities and customers alike.
ACCORDING TO YOU, WHAT FACTORS ARE ESSENTIAL IN BUILDING A STRONG WORKFORCE FOR THE HOSPITALITY SECTOR?
Having Marriott International’s core value “Put People First” as our business philosophy, we deeply value diversity and inclusion as drivers of innovation and as essential elements that create a more welcoming and adaptive guest experience. Embracing change and diverse perspectives are integral to our success in the hospitality sector.
Our focus is on strategic recruitment, creating an inclusive workplace culture, and implementing attractive retention strategies. We emphasize personalized training, leadership development, and mentorship programs to nurture talent within the organization. We prioritize employee well-being through initiatives promoting work-life balance, mental health support, and fostering a positive work environment. Effective leadership involves transparent communication, encouraging feedback, and leading by example. We value diversity and inclusion, recognizing that diverse teams drive innovation and foster a more welcoming guest experience.
There is no bigger asset to any business than the people who operate and run the business. Any leader who understands and respect how to “utilize” and especially “nurture” this most critical component - simply cannot fail its business objectives.
There is a quote by Zig Ziglar that I love and would like to share: “You don’t build a business, you build people, then people build the business”. Marriott’s founder John Willard Marriott would definitely agree - again we have and always will “Put People First”. With my nearly 1,000 incredible and talented associates at Marriott Nha Trang, Hon Tre Island, that is exactly my 1st priority.
CAN YOU SHARE YOUR PLANS FOR RESORT DEVELOPMENT IN THE UPCOMING PERIOD?
We are exploring potential expansion opportunities, analyzing market trends, and considering strategic alliances to expand our footprint in the region and of course especially Nha Trang.
We have plans for renovating and enhancing facilities with Marriott’s amazing GOJI dining concepts, focusing on sustainability, and implementing advanced technology to elevate guest experiences. Our commitment to sustainability involves again ecofriendly practices, reducing our environmental footprint, and engaging with local communities for mutual benefit. As an example, we will be the first international hotel in Nha Trang and especially on Hon Tre Island that will be 100% plastic free by Q1 2024.
We will not allow the use of plastic bottles on property and have 100% recycle and reusable glass water bottles for all our customers and only have biodegradable take-away, straws, etc. by using bamboo and cornstarch alternatives. A major accomplishment of huge scale and a truly proud development and intuitive as part of Marriott International and my Owning Company, Vinpearl, and our collective focus on sustainability.
We are constantly refining our services, incorporating guest feedback, and investing in innovative guest-centric offerings to exceed expectations. We are dedicated to community engagement, supporting local initiatives, and contributing to the socio-economic development of the region.
Always engaging in innovation and new ways of being responsible towards the environment - whilst at the same time meeting customers ever evolving expectations.
IT IS KNOWN THAT YOU HAVE NEARLY 28 YEARS OF HOTEL MANAGEMENT EXPERIENCE, AND IS NOW THE GENERAL MANAGER OF THE LARGEST MARRIOTT INTERNATIONAL RESORT IN VIETNAM. ACCORDING TO YOU, WHAT IS THE SECRET TO SUCCESS?
A key denominator that stands the test of time through this journey is: “Never ever stop learning and keep evolving”. I had the opportunity to lead and learn from diverse and amazing people & teams in various key halo hotels and resorts across the region.
In terms of leadership, I believe in fostering collaboration and nurturing a supportive work environment where my teams feel truly empowered to create exceptional experiences for our guests.
A key driver is to trust and empower their talent. Believe in them and again nurture and support their talent and capabilities.
With the vision, positioning Nha Trang Marriott Resort & Spa, Hon Tre Island to become the number 1 resort destination in Nha Trang, we are committed to providing a wonderful and best hospitality experience based on the core of all our service brands - MARRIOTT.
Again, I personally place the strongest emphasis on personal guest satisfaction, sustainability practices, and the continuous development and well-being of our valued employees. Our key asset above all - and that will never ever change.
Thanks for your sharing.
Saigon New Day
Từ khóa : Nha Trang Marriott Resort & Spa, đảo Hòn Tre, khách sạn, Marriott International, Kristian Petersen
