Marriot in Georgia: A Two-Decade Journey of Hospitality Excellence and Vision for the Future

Tbilisi Marriott Hotel, Courtyard by Marriott Hotel, and Moxy Hotel by Marriott, united under the Marriott International brand in Georgia, emphasize the individuality characteristic of customers. Here you will find an environment where you will feel that you are welcome. The free spirit of Moxy, which expresses the inner state of the guest, is harmoniously connected with the historical, sophisticated, and distinct style of Tbilisi Marriott Hotel and Courtyard by Marriott. The general manager of Marriott International in Georgia, Alexander Kvaratskhelia, spoke to Diplomat magazine about the brand's development history, achievements, and future plans.

Last year, you were appointed as the general manager of Marriott International in Georgia, although working at Marriott is not new to you. What was your 20-year career path at Marriott and how did the field of hospitality change during the two decades spent in Georgia?

I commenced my journey with Marriott in 2010, taking the reins of the sales department. Over the years, I also had the opportunity to work in Armenia, and I served as the general director of Marriott in Batumi. Presently, I'm leading the charge in Tbilisi, overseeing several hotels.

Back when I began my career, the landscape of Georgia's hospitality industry was markedly distinct. Each year brought its unique set of challenges. The world events, and market conditions were in constant flux. I can vividly recall 2010, the year I first joined Marriott, as other renowned brands were cautiously stepping into Georgia. The market structure and customer demographics were quite different compared to today. Nowadays, we see an influx of international brands and an impressive roster of successful local ones. What's truly remarkable is the shift in leadership positions – in 2004, it was primarily foreigners at the helm, but now Georgians have taken the reins. This shift underscores the existence of a talented pool of local professionals capable of independently managing hotels. The burgeoning number of hotels is driving the field's development, which, in turn, bolsters the economy.

What is your management style and what priorities have you set after being appointed as director?

My management style places paramount importance on building relationships with people. It's crucial to remain grounded, never forgetting one's humble beginnings and the steps taken along the way. As the general manager, I shoulder the responsibility of overseeing the entire hotel operation, effectively influencing the lives of some three hundred employees. My foremost goal was to boost employee motivation, kindle their spirit, and welcome a fresh influx of staff who could follow in my footsteps. I wanted to convey that everything is attainable and that they, too, could ascend to the role of general manager. Furthermore, teamwork is a key focus for me.

Allow me to touch upon our ownership – GMT Hotels stands out for its exemplary management. They possess a clear vision, make sound decisions, and set forth objectives that facilitate our success. As mentioned earlier, GMT Hotels owns three distinct establishments: Tbilisi Marriott Hotel, inaugurated in 2002, Courtyard by Marriott Hotel, which made its entry in 2004, and Moxy Hotel by Marriott, founded in 2018. The company's portfolio also features several renowned restaurants.

It has been 5 years since the opening of Moxy Hotel. How do you assess Moxy Hotel's standing in the Georgian hospitality industry and what attributes have contributed to its success?

Moxy is an intriguing addition, a decision driven by the vision of GMT Hotels' president, Giorgi Tavadze. The post-Soviet countries were relatively unfamiliar with this type of product. The market already had full-service offerings, but there was a gap for something distinctive.

Moxy's concept is elegantly simple. Its rooms are compact, measuring 18 square meters, with an emphasis on providing the best mattress. The lobby serves as a unique space for people to meet and connect, fostering an atmosphere of liberty, where guests can shed any dress code and be themselves. It caters to a freedom-loving demographic, attracting primarily a younger audience, both in age and spirit. Moxy's pricing strategy is notably competitive, and it distinguishes itself by being the sole Moxy hotel managed directly by Marriott. In terms of service, we stand at the pinnacle worldwide among hotels bearing the Moxy name. Altogether, Moxy represents a sophisticated, tasteful, and freedom-embracing product of a distinctive breed.

Georgia is celebrated for its rich culture and history. How does the local culture and heritage integrate into the Marriott guest experience?

Two pivotal elements come into play: adherence to the rules and standards, ensuring meticulous attention to detail. A structured approach is essential to avoid chaos and uncertainty. At the same time, Marriott's ethos must reflect the spirit of Georgia, our warmth, and openness.

Inside our rooms, you'll find Sukhishvili dance ornaments – an intriguing nod to our culture. Every guest who visits brings a piece of Georgia with them.

Tbilisi Marriott Hotel occupies a historic building that still draws visitors with its architecture. Erected in 1915, the building originally operated as the Majestic. Today, it continues its historical role, with guests often noting the rarity of such a well-preserved building. The soul of the building comes alive through the presence of our employees and guests. They are the ones who breathe life into the structure. Without their energy, it would merely be a building.

It is of paramount importance to have well-trained personnel who represent our country to foreign guests. Our human resources, personnel department, training manager, and department heads work tirelessly to conduct training sessions with newly arrived staff, instilling the right values and practices. Compared to previous years, we've seen an increase in the number of young employees. They bring a refreshing, more cosmopolitan perspective, boasting fluency in multiple languages and a broader knowledge base.

Can you share with us any future projects or expansions that Marriott has planned in Georgia, or other innovative approaches to stay competitive in the market?

An excellent example of our current outlook is the recent introduction of Moxy into the market. Additionally, Luxury Colletion, another member of the Marriott family, is set to make its debut in Georgia soon.

Marriott consistently keeps a close eye on market trends. There are plans to venture into other regions in the future. While we are already present in Batumi, Adjara, discussions are ongoing about further expansion into other regions. As I mentioned earlier, this is not only pivotal for our industry but also for the country at large. These fresh additions will make their mark on the map.

We genuinely welcome competition entering the market. It affords customers greater choice and variety, with each brand offering its unique appeal.

Customer experience and satisfaction are paramount in the hospitality sector. How does Marriott International provide high-quality services in the territory of Georgia?

Marriott boasts a substantial training academy. In Marriott's own words, "Take care of your employees, because your employees will take care of your guests, and your guests will come back to you." It's the human touch that truly matters. Following this, a rigorous training program, encompassing both theoretical and practical components, commences. We also facilitate exchanges with specialists who bring their knowledge and expertise from various domains. It's a source of immense pride that when Marriott opened its doors in Frankfurt, Germany a few months ago, our employees were chosen to represent us.

Marriott offers comprehensive training, and when they identify individuals with exceptional talent, they provide opportunities for them to work in their other hotels worldwide. This rotation provides a broad perspective and facilitates knowledge exchange.

Lastly, what is your vision as the general director for the future development of Marriott International in Georgia and how do you plan to achieve it?

My vision, shared with my colleagues, centers around a single core principle – we are intricately linked with and support the prosperity of our nation. The stability and well-being of the country are integral to our success. Despite certain losses in specific segments, our figures across all three hotels have improved compared to the previous year. We are also tapping into new markets, such as China and India. Naturally, the extent of our success depends on the government's efforts to create an appealing environment for populations from various countries. Our primary goal is to offer the best possible service to our customers, ensuring that more satisfied guests return and recommend us to others. Moreover, we seek to captivate the new generation. All of this is the fruit of our collective teamwork. Achieving anything of significance in this industry relies on collaboration and mutual support.