Q&A

Q&A with Volker Heiden Marriott International.

Volker Heiden, the area vice president Sub-Saharan Africa, Marriott International, shared insights with Business Events Africa on the Marriott’s response to the demands of Covid-19.

As area vice president Sub-Saharan Africa for Marriott International, Mr Heiden, oversees more than nine brands and 54 properties, as well as the operations of all managed properties across the region.

Has Marriott International seen an increase in demand in the South African market for leisure and business travel?

While there was a general increase in demand for leisure travel during Q3 and Q4 of 2020, there is still, understandably, lower demand for business travel. Most of our properties have opened their doors to all guests and are focusing on value-rich promotions across the leisure and business markets.

Which local cities and areas have seen the most increase?

Since reopening in 2020, we experienced a slight increase in demand for business travel in certain geographical nodes. Properties in Pretoria and Umhlanga have seen an increase in demand while secondary markets such as Mahikeng, Bloemfontein, Kimberley and Polokwane have seen a stronger demand in bookings.

Have you seen an increase on the business travel front?

However, just like the pent-up demand for leisure travel that we saw last year, there is also a growing restlessness for business travel. While we have all had to get used to working remotely, more and more people across business, government and nongovernment sectors are keen to get back to meeting partners, suppliers and colleagues, and connecting again, face-to-face.

Does Marriott offer any hybrid/ virtual platforms?

To speak to this demand while business travel slowly resumes, Marriott International offers event professionals the opportunity to plan hybrid virtual/in-person meetings and events through the launch of the Connect with Confidence programme and remains committed to the long term – and optimistic about the future.

Has Marriott International put any pandemic-driven innovations in place?

Across our worldwide operations Marriott International has adapted to meet the changing needs of guests. In Sub-Saharan Africa this includes:

• Launch of Work Anywhere programme

Marriott International has initiated the Work Anywhere programme with Stay Pass options at selected hotels across Sub-Saharan Africa. Working from home is a challenge for many, and there is a demand for conducive ‘working from everywhere’ environments to ensure productivity as well as ‘workations’. This new offering is designed to help customers be more productive and achieve a better work/ life balance by reimagining Marriott International hotel rooms as local remote workspaces. By providing flexible booking options, Marriott Bonvoy loyalty members and guests have a familiar alternative when choosing where to work, while earning points.

• Expansion of Connect with Confidence resources

The planning and execution of meetings and events are constantly evolving in the pandemic era. Meeting and event professionals have been looking to plan hybrid virtual/in-person meetings and events as the meeting industry adapts to new ways of connecting. However, meeting and event planners often require additional information about available technologies, health protocols, and logistics available to them. Through the Connect with Confidence programme, Marriott International is offering innovative solutions, insights and guidelines to help planners streamline their planning and execution. New and updated resources for hybrid meetings and events, including provider and pricing information are being rolled out globally.

• Bio-Bubbles

Marriott International responds to the current ‘Bio-Bubble’ trend which is enabling safer sports, conferencing and other group travel across the world. ‘Bio-Bubbles’ create safe hospitality spaces to reduce the risks of Covid-19 contact as far as possible across multiple aspects of hotel stay, services and events. Measures include providing larger event spaces to enable social distancing; more open-air event spaces; medical areas for conducting routine health screenings of attendees as well as clear guidelines and protocols to promote safer hotel stays and events. An example of this in Africa, is the Westin Cape Town property which is providing guests with customised experiences in the creation and maintenance of personalised ‘Bio-Bubbles’ for each conference and event.

Who is Volker Heiden?

Volker Heiden is the area vice president Sub-Saharan Africa, Marriott International.

In this role, Mr Heiden provides enhanced operational support, drives efficiencies, and helps deliver the company’s growth strategy for SubSaharan Africa.

Prior to his current role, Mr Heiden served as vice president finance for Marriott’s Caribbean and Latin American region, based in Plantation, Florida. He is a 24-year veteran with Marriott International, having held senior finance positions in Europe, Asia, and the Americas.

Mr Heiden is passionate about associate development and playing a role in building the careers and successes of his team members.

Mr Heiden is a graduate of the Hotel Management School in Bad Harzburg, Germany and a 1997 graduate Bilanzbuchhalter (IHK) of the Dr. Endriss Steuerfachschule Koln, Germany, which is the equivalent of a chartered accountant qualification. He is fluent in German, English and Spanish. At leisure, Mr Heiden enjoys nature and outdoor activities, particularly hiking and skiing.