Gianleo Bosticco: It is important to stay ahead of the curve

It is important to stay ahead of the curve in order to remain competitive in the hospitality industry, and so creating a hospitality product that matches the customer’s expectations and desires is key, according to Gianleo Bosticco, Vice President, Development – Southern Europe, at Marriott International.

He was addressing the 45th Hotel Summit & Exhibition, organised by IMH and held at City of Dreams Mediterranean in Limassol.

Bosticco explained how Marriott International is adapting its strategy, including its development plans, to meet its growing loyalty customer base.

“In recent years we have experienced an evolution of the hospitality industry and this evolution is followed by new trends in the market,” he said.

These trends, he added, include the use of technology, which skyrocketed during and following the pandemic. Social responsibility is another important aspect that impacts on the choice of guests, such as what the hotel does in terms of energy and water saving.

The guest experience is changing, said Bosticco, with mindfulness and wellbeing playing a prominent role. Leisure, food and beverage, interior design are all changing. On the latter, he said Marriott International is spending a lot of time and effort on planning the hotels of tomorrow.

Another issue he highlighted was that the hotel chain is prioritising direct booking on its website, therefore reducing its reliance on booking platforms and tour operators, which in turn helps reduce costs for its clients; and he urged other hoteliers to follow suit.

Bosticco said there was a serious labour shortage in the hospitality industry, while retaining the right people “is becoming more and more of a problem”.

Marriott International is focusing on staying true to its culture and respecting its core values, maintaining its loyal members and expanding with more hotels; and of course, remaining competitive in the market, said Bosticco. “Because there are many companies arriving in the segment, with a new offering, and it is important to stay ahead of the curve. So, we strive to create a new hospitality product that matches the customer’s expectations.”