island’s economy.As one of the largest hotels on the island, the resort has an approximately 350-person workforce, of which over 80% hail from the island. Those who don’t are offered free language classes at work to learn Papiamentu, and all staff can access complimentary classes to learn English and (in light of the growing Brazilian market) Portuguese. “We’re a major employer for the island. We have local staff, managers, and executive committee members. We also provide hospitality courses free for local youth who hope to work in the industry; we have a food and beverage course in the summer that prepares the locals to work in hospitality here. And, we’re a member of the Curaçao Hospitality And Tourism Association, which also works on local projects,” Farstad explains. The hotel’s owners are about to make an even bigger contribution to the economy of Curaçao: they’re opening The Pyrmont, a new all-inclusive Autograph Collection by Marriott. When completed, this hotel— flanked either side by historic monuments being restored as a restaurant and a spa—is projected to employ about 400 employees. Developments like these are due in part to the transformation of guests’ demographics.As Curaçao was previously a Dutch colony (the island achieved autonomy in 2010), the resort initially attracted a predominantly Dutch market, but it now caters primarily to North American travelers who’ve become more aware of the destination, with a growing Brazilian clientele. This shift has necessitated that strategy and service be adjusted to meet the preferences of these diverse visitors. Consequently, managing guest expectations remains a continuous challenge, but the resort leverages Marriott’s extensive feedback tools, including intentto-recommend surveys, to monitor and enhance guest experiences. The resort team ensures continuous improvement by closely analyzing these surveys and benchmarking success through platforms like Expedia and Booking.com. Additionally, Marriott’s Guest Experience Platform (GXP) allows real-time engagement between staff and guests, offering a direct channel for addressing concerns and providing immediate solutions. 47 BUSINESS VIEW CARIBBEAN VOLUME 12, ISSUE 02 CURAÇAO MARRIOTT BEACH RESORT
RkJQdWJsaXNoZXIy MTI5MjAx