W Coffee Talk General Manager Mark van der Wielen: “Putting people first is one of our core values, and also a key factor in this industry.”

When asked how to simultaneously nurture local talent and uphold Marriott’s global standards, Mr. Mark van der Wielen emphasized that every strategy, from hotel operations to brand expansion, must begin with people.

As Area General Manager for Marriott International in Vietnam and General Manager of JW Marriott Hotel & Suites Saigon, Mr. Mark is currently leading one of the brand’s most ambitious expansion plans in Southeast Asia - not only in terms of scale, but also in service philosophy, talent development, and the seamless integration of local identity with global excellence.

The debut of JW Marriott Hotel & Suites Saigon, signals a bold expansion of the luxury segment in Vietnam. Why is now the right time for this growth?

The luxury hotel industry in Vietnam, especially in Ho Chi Minh City, presents significant growth potential, driven by key emerging trends. Guests are increasingly seeking personalized luxury experiences, emphasizing bespoke services tailored to individual preferences. Sustainability has become a crucial factor, with eco-friendly initiatives and wellness programs gaining importance among travelers.

The rise of business travelers is another key factor, as Ho Chi Minh City solidifies its position as a leading MICE destination in the region. Furthermore, the integration of smart technology is revolutionizing the guest experience, enabling seamless interactions through mobile apps and enhancing service delivery through data analytics. This comprehensive strategy not only supports the rebranding of luxury hotels, but also aligns with the evolving trends and future opportunities in the hospitality industry.

In Vietnam, Marriott International’s presence has expanded from 10 to 25 properties over the last two years. With over 50 projects in the pipeline, Marriott International is committed to launching more exciting properties and brands in Vietnam.

In 2025, we expect to welcome at least two more properties, including a landmark luxury hotel. Looking ahead, we plan to expand nationwide, leaving our “footprint” in more provinces.

Amid recent shifts in travel data and guest behavior, what are international and domestic travelers now expecting from a brand like JW Marriott in the Vietnamese market?

JW Marriott Hotel & Suites Saigon is a luxurious urban resort in the heart of Saigon, offering a harmonious blend of local charm and tranquility. Here, guests can fully immerse themselves in peaceful moments, forge meaningful connections, and enjoy profound experiences. Inspired by the philosophy of wellness and the legacy of Marriott International’s founder, every detail at the hotel is thoughtfully crafted to reflect local allure and deliver exceptional guest experiences.

From panoramic views of Ho Chi Minh City’s skyline to culinary adventures highlighting local flavors, every service is designed to nurture the soul and foster meaningful connections. With attentive and meticulous service, we provide guests with unforgettable moments, allowing them to focus on what truly matters most in life.

JW Marriott Saigon has an exciting roadmap for the next 20-24 months, which includes major renovations of its F&B outlets, guest rooms, and apartments. The most notable changes will be seen in the restaurants with a completely new dining concept.

Additionally, the hotel will renovate its guest rooms and apartments to align with JW Marriott’s new direction and positioning for 2025. To ensure minimal disruption to guest experiences during the renovation process, the hotel plans to carry out the work in phases.  

You’ve mentioned previously that JW Marriott Saigon aspires to become a regional MICE destination. What are the key differentiators in the meeting experience you and your team are building here?

JW Marriott Saigon positions itself as Vietnam’s leading MICE destination (Meetings, Incentives, Conferences, and Exhibitions) by emphasizing its strategic location and commitment to exceptional service. Situated in the heart of Saigon’s commercial and cultural district, the hotel offers unparalleled convenience for both domestic and international guests. It features state-of-the-art facilities and continually upgrades its conference spaces with advanced technology to enhance attendee experiences. The versatile event spaces can accommodate groups of varying sizes, ensuring flexibility for diverse gatherings. With a dedicated event planning team, JW Marriott Saigon provides personalized services to create rich, perfectly organized experiences that leave attendees feeling connected, productive, and fulfilled.

JW Garden is a signature element of the JW Marriott experience focused on creating sensory connections with the natural world. The JW Garden aims to provide a space for growing fresh herbs and vegetables that will be used in our on-site restaurants, enabling a farm-to-table approach and allowing guests to enjoy fresher, more flavorful dishes.

You once said, “A great company is built on a great culture.” How do you cultivate Marriott’s culture in a fast-evolving market like Vietnam?

Marriott’s secret to success lies in its strong company culture and adherence to five core values: caring for people, embracing change, pursuing excellence, acting with integrity, and serving the community. By focusing on caring for employees, Marriott ensures that staff members are motivated and empowered to care for guests. Trust, development opportunities, and internal growth are central to Marriott’s culture, fostering long-term loyalty and satisfaction among employees. 

This culture of respect and continuous improvement is one of the key reasons Marriott remains a global leader in hospitality. Employees are encouraged to grow within the company, and the culture of internal development creates a sense of belonging and pride in being part of the Marriott family. 

The key focus is that this is a business between human and human, so no matter how times or circumstances change, no matter which country we are in, maintaining these core values will be the foundation for our development.

And of course, they are also effectively applied in Vietnam.

Is there a particular experience in your career that has shaped the way you approach hospitality today?

The long tenure at Marriott is fueled by the company’s strong culture and the opportunities it provides for growth and development. I have seen many employees rise from junior positions to senior leadership roles, and this is what keeps me motivated. Marriott places a strong emphasis on internal development, creating a pathway for employees to advance their careers. I remain loyal to Marriott because of its culture, values, and the opportunity to help others grow within the company. This commitment to internal development and the positive work environment are key reasons why employees, including me, remain passionate about our work at Marriott. 

And Mr. John Willard Marriott liked a famous saying: 

“How we do business is as important as the business we do”.

It highlights the importance of integrity, trust, and values in building a successful and sustainable business.

If you could change one key factor in Vietnam to accelerate the growth of the hospitality industry, what would it be?

Developing employees.

“Putting the people first” is one of our core values. People are a key factor in this business

And that’s why, as a corporation doing business here, we are dedicated to empowering Vietnamese talent to reach their full professional potential. We currently have over 7,700 managed associates across our 24 properties in Vietnam, and since 2021, we have signed MoUs with more than 70 higher education establishments.