3 min read March 2024 — In an interview with Invest:, Ramon Ventura-Guzman, general manager at JW Marriott Houston by The Galleria, talked about the impact of its recent renovations, why addressing food waste is an important key to sustainability, and the crucial concept of “building bridges” in the hospitality industry.
What have been the highlights or milestones for JW Marriott Houston by The Galleria over the last year?
The hospitality industry, profoundly impacted by the pandemic, had a tremendous effect on our business and many personal lives due to its inherent face-to-face nature. Throughout 2023, with this context in mind, our team excelled in focusing on recovery. Additionally, numerous experts predicted the industry’s return to its 2019 levels by 2024. Striving to meet this target, our recent renovation played a significant role. We greatly value Trip Advisor rankings, which reflect consumer feedback. In 2020, we were rated 180th among Houston hotels, but now we proudly stand at No. 6, a clear testament to our staff’s dedication and the impact of our renovations. With these recent achievements, we not only reached but also surpassed our RevPAR performance from 2019 in the year 2023 which is one year ahead of what was forecasted, marking milestones of which we are immensely proud.
How are you bridging gaps in the hospitality industry, and how has that led to your recent successes?
Bridging gaps holds great importance for me. We faced the monumental task of fulfilling our stakeholders’ expectations with the renovations and other enhancements. During this time, we prioritized building bridges within leadership, yet leadership alone is insufficient. It’s crucial to strengthen these connections through our leaders, both internally and externally, to further bridge gaps. Leadership plays a key role in this endeavor. The challenge lies in seizing the opportunity to address a gap whenever it arises, which is of utmost importance. The roots of this concept are deeply embedded in my own experience. Born in New York and raised in Puerto Rico, I take pride in my origins. In Puerto Rico I was from New York and in New York I was from Puerto Rico. This perspective of being both and none at the same time has significantly shaped my career, allowing me to be more dynamic and embrace diversity, a sentiment I deeply understand. These gaps have been instrumental in my ability to navigate different cultures and traditions. Houston, known as “The World in a City,” is a testament to this diversity, with one in four residents being foreign-born—a remarkable fact. This diversity offers us extensive perspectives and the ability to connect with the broader world, presenting numerous opportunities. Indeed, building bridges is not just important but a profoundly positive endeavor.
How are you approaching sustainability and technology on your property?
Houston’s industries are making significant strides in sustainability, and connecting with them is crucial for us. A key focus is reducing food waste from events and our property. We channel leftover food to the community through key collaborations with partners and soup kitchens, supporting these programs to aid the less fortunate. Additionally, as we consume a vast amount of coffee, we donate the grounds. We’ve partnered with Hermann Park Conservancy, which utilizes these for creating sustainable parks, furthering our commitment to reduce and reuse.
In the realm of technology, we’re exploring AI to revolutionize services and streamline processes. This innovation will enable us to provide efficient restaurant recommendations and event planning for our customers. AI is set to transform the way we conduct business, liberating our time from routine tasks and allowing for deeper connections. It serves as a tool to analyze trends and data, enhancing our service offerings. This is the direction in which hospitality is heading. Moreover, platforms like Zoom have revolutionized communication by saving time and increasing backend efficiency. While international business travel has declined in part due to technology, we view this shift as an opportunity to harness technology positively, rather than a setback. Ultimately, it’s the application of technology that determines its value.
What is your outlook for the hotel and the Houston hospitality industry over the next two to three years? What are your priorities during that time?
Trends are continuously shifting and evolving, necessitating our time and effort in projecting and crafting appropriate solutions. The trends we’re currently observing are highly promising for our future trajectory. Understanding our guests’ desires and needs is crucial, and technology is a valuable ally in this pursuit. We pride ourselves on being a warm, luxurious, and personal brand that remains easily accessible, a trend that’s only gaining momentum. We’ve coined the term “Bleisure” for those seeking to enjoy the finer aspects of life while on business. It’s not just about beautiful décor anymore; people crave experiences. We call this “staying in the moment,” where our service enables guests to be present and focus on themselves.
On the business front, the future appears optimistic. There’s a positive buzz within the hospitality industry as people are returning and business is flourishing. Houston has an amazing Hospitality community and the leaders are focused on development, training, and mentorship of the next generation of “hospitaliers”. We’re dedicated to shaping the industry’s future. Creating experiences and ensuring guest satisfaction is not just our responsibility but our commitment.
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