How Cultural Competence Helps Your Bottom Line
Track: The Importance of Brand in a Global Digital World : :
Wednesday, September 28, 2016, 9:30am – 10:00am
Held in: QCC

Apoorva Gandhi
Vice President, Multi-Cultural Affairs
Marriott International

Marriott International has improved its financial results and guest experiences by focusing on “the differences that make a difference” to multicultural groups. Starting from a place of authentic advocacy, Marriott has been working holistically with the LGBT community, people with disabilities, and Hispanic and Asian guests. Employees at all properties are trained in cultural competency, and some properties make efforts to cater to specific communities. For example, properties with a high number of Chinese guests provide tea kettles in the rooms and Chinese cuisine on the menu. This is how Marriott is able to deliver on its promise that “Love Travels.”