January 24, 2026 • 53 mins
In this captivating second‑part episode, of When Luxury Whispers, The Wishing Well's Terrie Dean sits down with Rebecca McArthur, Director of Travel Industry Sales for Marriott International’s Luxury & Premium Brands across the Caribbean and Latin America.
Together, they dive deeper into the art of refined travel, using Terrie’s recent visit to Punta Mita, Mexico as a backdrop for an engaging conversation on understated luxury, elevated service, and meaningful destination experiences.
Gain insider insights into what defines modern luxury hospitality in one of the world’s most exclusive resort destinations, how Marriott’s luxury and premium brands curate personalized guest journeys, and why Punta Mita continues to set the standard for sophisticated, high‑touch travel. From immersive cultural touches to the evolving expectations of today’s luxury traveler, this episode offers valuable perspective for travel advisors, industry professionals, and discerning travelers alike.
Whether you’re passionate about luxury travel trends, high‑end resort destinations, or behind‑the‑scenes industry expertise, this episode delivers inspiration, insight, and a fresh take on what luxury truly means today.
Together, they dive deeper into the art of refined travel, using Terrie’s recent visit to Punta Mita, Mexico as a backdrop for an engaging conversation on understated luxury, elevated service, and meaningful destination experiences.
Gain insider insights into what defines modern luxury hospitality in one of the world’s most exclusive resort destinations, how Marriott’s luxury and premium brands curate personalized guest journeys, and why Punta Mita continues to set the standard for sophisticated, high‑touch travel. From immersive cultural touches to the evolving expectations of today’s luxury traveler, this episode offers valuable perspective for travel advisors, industry professionals, and discerning travelers alike.
Whether you’re passionate about luxury travel trends, high‑end resort destinations, or behind‑the‑scenes industry expertise, this episode delivers inspiration, insight, and a fresh take on what luxury truly means today.
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Speaker 1 (00:01):
The wishing Well loves putting smiles on the faces of
people you love. This Valentine's Day enjoy free in town
delivery when you place your Valentine's Week order by January
the thirty first. Send flowers to your Valentine at work
or at home. Order online at the wishing Weld up biz.
Stop by two forty three f Avenue or call five
four zero nine zero eight two three three three. That's
(00:22):
five four zero nine zero eight two three three three
The wishing Well, where every bouquet makes people smile.
Speaker 2 (00:29):
This is a Lifeless Ordinary, the travel show and podcasts
from your friends at the wishing Well two forty three
f Avenue in Harsemert and online at the wishing Well
dot biz. The wishing Well is your ultimate luxury concierge,
travel agency and a Lifeless Ordinary. Is a travel show
and podcasts hosted by Terry Dean, bringing her over forty
years of experience in the travel industry to help guide
(00:50):
you to great experiences in your travel, whether it be
around the block, around the country, or around the world.
Let's bring in Terry Dean and say hello, Chris, how
are you? I am? All bundled up, prepared, for the
oncoming snow.
Speaker 3 (01:03):
I know, I know it's coming whether we like it
or not. But you know what, That's why I love
Virginia is because we have four very distinct seasons, and
I don't mind the snow so badly. As long as
I have good food, good TV, good company, I'm in
great shape.
Speaker 2 (01:17):
And somebody else to shovel it for you. Of course,
we're making real nice with our neighbor right now that
has a snowblower.
Speaker 3 (01:24):
Oh, thank you. Sounds good. Well, I'm exciting for today's show.
Speaker 2 (01:27):
We've got a guest and we're going to talk in
depth with her. Why don't you introduce us to our guest,
and I look forward to the conversation.
Speaker 3 (01:35):
I'm going to do that. And actually I am over
the moon about today's show because you heard me talking
here on a lifeless ordinary, which, by the way, thank
you guys so much for coming back every single Saturday,
pulling up a chair, getting a cup of coffee and
putting your feet up while we talk about the world
(01:57):
of luxury travel. We love it. We love that you
join us, We love that we're able to bring the
world to you in this wonderful way, and joining me
today is. I'm going to call her a friend because
I spent a week with her in my last travel
adventures myself in a beautiful area of the world called Puntamita, Mexico.
(02:19):
And joining me today is Rebecca MacArthur. She's the director
of Travel Industry Sales from Mariott Internationals Caribbean and Latin
America US market leisure sales team. She's got more than
twenty years of hospitality experience and she has deep expertise
in sun and sand destinations. Good Lord, we all need
(02:43):
that right now. Rebecca lends her nationwide team in driving
leisure sales business to fifty two luxury and premium hotels
and resorts across sixteen destinations in the region, and she
and her team are passionate about creating meaningful, meaningful connections
between clients and the resorts to deliver exceptional experiences to
(03:06):
all of you out there, those of you who are listening.
And she is based in San Diego, so she's free
of all the threat of this terrible snow right now. So, Rebecca,
I am so elated to welcome you today to a
lifeless ordinary Thanks for joining me.
Speaker 4 (03:23):
Oh, thank you so much for having me Terry. What
a beautiful introduction, Ivett. And yes, I hope you all
are making very close friends with your neighbors with those
snowblowers and in the snowplows, because I don't know what
that's like over here in San Diego. But I'm sending
love and good wish you. Yeah.
Speaker 3 (03:38):
Well, you know, one of the first things I do
with a new snow especially when it first starts and
it starts to get a little deep, I go out,
I get a big pan and we make snow cream,
which is ice cream made with snow, and it's it's
fabulous and it's wonderful and it tastes delicious. And if
you've never had it, I'm sorry, but I haven't. You
(04:02):
introduced me to some wonderful things in Mexico. That's something
that you really have to try. If you ever get
to Virginia.
Speaker 4 (04:09):
I will absolutely I'm going to come visit you one
day very soon.
Speaker 3 (04:12):
Hopefully there we go. Well, Rebecca, as I said, welcome
to a life less ordinary. And really, before we kind
of dive into all of our brands and destinations that
Marriott has, I want to hear a little bit about
you and how your own personal journey led you into
(04:33):
luxury travel and really ultimately into this role with Mariott.
Speaker 4 (04:38):
Oh fantastic, Well, thank you for asking so kind of
a funny journey. I mean, I've been in hospitality, like
you mentioned, over twenty years in various different capacities. I
started with event planning and wedding coordinations, and then moved
on to corporate groups and incentives. I really got into
more of the luxury side when it was I was
(05:00):
working for some uh some NFL players and I was
planning some of their more luxury events and fundraising. I
had a couple of players that I was contracted for
for their nonprofits, and I would run their celebrity golf
tournaments and some of their high end dinners and lunches
and fundraising efforts. So that kind of turned me onto
(05:22):
the world of luxury and what that meant because you know,
doing that, I actually worked with Marriott quite often. They
were one of our biggest sponsors for some of the players.
So it was it was kind of my vision into
that world, right and into those luxury brands, you know,
supplying some of these items for these players, and of
course on that level of travel. So it was through
(05:43):
that path that someone graciously from Mariant asked me to
come over and start working with hotels UH, and I
decided to follow to follow that lead, So I went
in originally on the group side and did corporate incentives
and private groups for luxury hotels for a few years,
and then I came over to Caribbean Latin America regions
(06:05):
and have been there now for going on thirteen years.
I've been selling these same properties and these beautiful destinations
throughout Mexico, Latin America, and the Caribbeans and just been
really fortunate to kind of grow in the luxury space.
You know. I love that luxury really ties into relationships
and it really is about authenticity and experience, which kind
(06:26):
of resonates with me as a person. Yeah, that's how
I came into the role.
Speaker 3 (06:30):
Yeah, you know, it's so interesting. I've read a book
many years ago called The purpose Driven Life, and I think,
you know, few of us in this world are sometimes
able to realize the fact that we are living the
life we were born to do. And actually, after hearing that,
which interestingly enough, some of that was surprising to me,
(06:50):
I didn't find that out about you when I was
with you. Just a couple of weeks ago. But that
is so very interesting, and to me it sounds like
your living the life you were supposed to live, Rebecca,
and you're doing it very very well. I know that
you work with a lot of travel advisors too, across
(07:12):
the Caribbean and Latin America, and I want to know.
I think our listeners would really like to know, too,
what continues to excite you personally about that particular part
of the world. We hear all kinds of things, So
what do you stay so motivated about and personally excited
about that part of the world.
Speaker 4 (07:33):
Oh my gosh, this is one of my favorite questions.
I love so much the energy that comes from these
destinations that I've been working with for so many years.
At this point, I just don't know where there would
be another energy, like you know, the culture and the
warmth of the people and the natural beauty. It's just
to me, it's impossible to replicate across the world. I mean,
(07:53):
I've been to many places, and I think every destination
has its own love and charm, But for some reason,
Caribbean and Latin America culture, the food, the people, it
really just resonates and like you said, you know, finding
that purpose in life. It just has always lit me
up from the inside. No two islands feel the same,
No coastal towns tell the same story. Everything is just
(08:15):
authentic and different and so beautiful. And I'm so blessed
to be a part of any of this culture in
these regions, in this destination. So I don't know that
I see myself working for any other any other any
other regions.
Speaker 3 (08:28):
Really, to be honest, you'd probably moved there.
Speaker 4 (08:33):
I would. I you know, my boyfriend and I talk
often about owning a home in Mexico. Specificly, I'm a
big Mexico girl. I love the culture there so much.
Speaker 3 (08:42):
So it's one day very friendly area, I think, and
you know, I hope a lot of people are able
to embrace that with us. And actually I did spend
a week with you and alongside of a very small
group of advisors. We were so fortunate it was a
by invitation only event, and I was so humbled and
(09:03):
honored to be a part of that. But this is
a question that I get asks. I'm going to turn
this to you, Rebecca, and say, why is it so
important for Marriott to invest in these intimate by invitation
only experiences for travel advisors. Why do you do that?
Speaker 4 (09:24):
I mean, I think you and I are the perfect examples.
I mean, if you have these moments that are intimate
and real, and you have these beautiful connections, and I
think you know the second you and I met and
had twenty minutes together, just the two of us to
really talk about our lives and not necessarily just travel,
not just the hotels, but just our lives. Right, you
(09:45):
find these people that you resonate with, and this is
where the relationship really comes. And I'm fortunate to come
on this podcast and be able to keep this relationship
with you, And I think when we bring these small
groups together with our hotels, it allows the travel advisors
to really feel the destination, to learn about the people
who work there, to understand the nuances of each property
(10:08):
and each culture and each special piece. I mean, you
and I visited two different properties in two different areas
of a very similar region, but completely different fields, different culture,
different food, just a different beauty. So I think bringing
these intimate groups down is really what grows the connection,
(10:29):
which is what luxury is all about, right, And it's
not just about scale, It's more about the impacts that
we have, and then these experiences kind of translate into
beautiful storytelling, better matches for our clients, and really just
these meaningful experiences that we tend to remember and take
with us as we move forward.
Speaker 3 (10:46):
It is and those educational experiences. I'm going to add
to that on our side of this and say that
those educational experiences really resonate with my clientele, the luxury
clientele that we deal with at our agency, the Wishing
Well here in Harrisonburg, Virginia. They are really impressed by
(11:07):
the fact that as an agency owner and agent advisors
within our agency have been to a great deal of
these destinations and can speak firsthand to them about what
kind of experience they're going to have. So from that standpoint,
I think it's a mutually beneficial relationship and we thank you.
(11:29):
We absolutely think, well, it's wonderful.
Speaker 4 (11:32):
We hope that that's the outcomes for sure.
Speaker 3 (11:35):
So I want to take our listeners on a journey
through really understanding Marriott's Luxury and Premium DNA because that's important.
I mean, it's not just enough to say the word Marriott,
because when you do, and if that's all you're thinking of,
you don't know the half of what's out there. Yeah,
(11:58):
I mean they people might think size and scale, but
today we're talking about luxury and premium. So how do
you define luxury inside the Marriotte ecosystem?
Speaker 4 (12:09):
Rebecca, So, I really think that it Again, you really
hit the nail on the head when you said, if
you think of Marriot, it's such a huge It means
so much. Right, Marriott has over thirty brands now and
a lot of people don't even recognize some of the
brands are Marriot brands, right, we also have we also
have a Marriott brand. So I think that it gets
(12:30):
I think, you know, we're not just one size fits all,
and we're really mari is all about choice and individuality
and intention. So within the merit ecosystem, I think luxury
really means that individuality and intention. It means the thoughtful design,
the intuitive service, the different experiences that each brand offers.
(12:51):
Because I think luxury can mean so many things to
so many people, right, and to have such a nice option.
We tend to find luxury a little bit different for
each guest, and we kind of create the conditions for
their vision and their version of what luxury is and
can bring that to life. Within a brand. Yeah, so
I think that's really how we're kind of embracing that.
Speaker 3 (13:12):
It's really interesting to your point that many people don't
know about how many brands are included under the Marriotte name.
Case in point, I just recently sold a wonderful trip
for a family at a Saint Regis property in Aruba,
and their first comment to me after they had made
(13:33):
the decision to go ahead and move forward with the
reservations at this property was, really, Saint Regis is a Marriott.
I had no idea. So it's all an education for people, really.
Speaker 4 (13:48):
It really is. And again, getting them to experience these
different brands and understanding is helpful because then you know,
then they can lean into Bonvoy and they can lean
into the perks that they get with you know, our
advisor programs things. And thank you for that fabulous recommendation
to Saint Regis of Ruba. That's one of our newest
babies that's opened last year.
Speaker 3 (14:06):
Well, it's remarkable, remarkable, beautiful blos service is outstanding so far,
I can tell you that. Yeah, And really, Rebecca, what
do you think distinguishes Marriotte's luxury brands from other luxury
hotel groups globally, because I get this question from my
clients a lot.
Speaker 4 (14:24):
Yeah, and I think, you know, we hear a lot
of different things about that, And I think that Marriott,
globally we define luxury between depth and diversity, right, So
again we kind of have that unmatched range of luxury
experience under one Marriott umbrella, so people can trust the
name no matter what brand you choose, and you can
decide to try different experiences, whether like you said, you're
(14:46):
doing the Saint Regis experience with your butler service and
your house of Celebration with the champagne sabrage every night,
or you're doing our ultra luxury with the Carlson Reserve
experience where it's incredibly curated, much smaller properties and very
hands on with the staffing, and you have a different
story to tell. So I think because we have so
much diversity within the brand, I think that's what is
(15:08):
really distinguishing us differently than any other brand that's out
there right now. I think, so you can decide what
that luxury means to you and find that in any
one of our one of our luxury properties.
Speaker 3 (15:19):
Yeah, and we talk a lot here on a life
less ordinary week after week about the definition of luxury
and how that means so many things differently to different people.
You know, to me and really not luxury is a
direct NonStop flight, you know. But you know a lot
of people define luxury other ways. And today's travelers, though,
(15:40):
they're more informed than they ever have been before. So
what do you see as the biggest shift in what
our high end, high wealth travelers are asking for right now?
You know?
Speaker 4 (15:56):
And I don't know that it's necessarily a newership. I
think it's been a gradual shifts and has been happening.
But it's all I think intentionality and the intention behind
what this luxury traveler expectation is now. Whether they're taking
fewer trips but they want better ones, more meaningful ones,
or they're asking for privacy, authenticity and space, or they
(16:20):
just want an experience that really is emotionally rewarding and
not just a beautiful resort, you know. And in the
resort space where most of my resorts again I have
a few hotels that are city hotels, but most of
my collection is resorts. We find that a lot over
the last couple of years, luxury just meant the most
lovely room on a big beach in a sunny destination
(16:40):
where now it's not just that they want the largest rooms,
the nicest plunge pool, the more curated amenities, and more
of that cultural immersion. It's not just I want the
most beautiful beach now. So I think it's more just
the intentionality behind the travel expectations.
Speaker 3 (16:59):
Yeah, I'm also seeing a lot of my clients, especially
those high end travelers, who are asking for things that
are a lot more private for them. Privacy is defined
as luxury. So you're right. I mean, we're back again
to saying, you know, just like we always have here,
(17:19):
luxury means different things to different people. Now, speaking of luxury,
we have to We couldn't really talk about luxury without
talking a little bit about where you and I were
not so long ago. So I do want to spend
just a minute talking about Punta Mita And for our
listeners who might not be familiar or who missed last
(17:42):
week's show, what makes this destination so special within Mexico's
luxury landscape?
Speaker 4 (17:49):
Rebecca, Yeah, so Punta Misa is one of kind of
the original elevated luxury destinations within kind of the Portulta area.
It's in Revere and I are. So it's a different
state within Mexico, but it's incredibly rare. I really love
this area because it really does offer that privacy, a
lot of exclusivity, but it still feels very warm, very welcoming.
(18:11):
It has a very traditional Mexico authentic experience. It's not
overly flashy, and it's very deeply connected to nature and
the local culture in this area. But it is a
destination that resonates very well with those travelers who want
that understate and luxury. There's a lot of luxury product
in that area, so so you know, the people who
(18:33):
live there and the people who operate these hotels really
understand what it means to be luxury and to deliver
this exceptional service. And Mexico in general, you know, their
hospitality is one of the best in the world. I mean,
they're seen as the people to be the most generous,
the friendliest city in the world with part Directia for
many years and Puntman's kind of rivaling that now. So
(18:54):
it's a very special destination for sure.
Speaker 3 (18:57):
Yeah, it was really interesting. This trip was, at least
for me. I'm used to usually going to a site
inspection of a hotel and we go to one hotel.
We did something very different this time. We did two
luxury properties within the Marriotte brands, the Saint Regis Puntamita
and ci Ritz Carlton Reserve property. And how how would
(19:20):
you describe the spirit of each of these and the differences.
Speaker 4 (19:26):
Of course, so you know, again, the Saint Regis brand
is really our house of celebration, right, So this dates
back many many years to the Saint Regis in New York,
but we really take that all over the world. And
the Saint Regis Puntamina is just this beautifully polished social
but like timeless resort, right, So there's a rhythm there.
We do all of the rituals that we love so much.
(19:47):
It always just feels like you're celebrating being in the destination.
I think that resort does a beautiful homage to Puntamina
in general, just you know, the landscape and the views
and the ocean and again you know that when you
walk right in and see just these beautiful reflection pools
that lead right out into our beautiful ocean and sea
whale splashing, it just does a beautiful celebration of what
(20:09):
Mexico offers. And then CIII which is our newest ritz
Carlton Reserve, so there are only nine of those in
the world, and its whole brand is about immersion and
serenity and really being part of a local culture as well.
And CIII is in a totally different part of that region, right,
It's in a development called Nalca, and it's a little
bit further up the coastline on this very pristine and
(20:31):
private beach, so it's much more personal. It's intentionally secluded,
very much rooted in place, and it's just you know,
for that for the traveler who really just wants you know,
meaning and calmness and stillness and really being one with
the nature that's in that area, and a little bit
more curated experience. So two very different experiences, like you said,
(20:53):
and I'm excited that we've got to kind of compare
them both side by side.
Speaker 3 (20:57):
Yeah, I am too. And in your do you think
there's a particular traveler that's maybe better suited for the
Saint Regis experience versus of course it's Carlton Reserve experience.
Speaker 4 (21:11):
Yeah, And I think I think it depends on that destination.
So I would say, you know, especially in Putemina, the
Saint Regis customer there is perfect for travelers who really
want that elegance and that social energy, a little bit
more classic luxury on the modern side, but you're you're
a little bit more closer to town. You can there's
a little bit more to do in the area, so
(21:31):
you can have an experience that's more being part of
Puntemina and not just staying on the property where the reserve.
Guests for this particular reserve Andciaty tends to be a
little bit more experiential, discreet, and they're kind of drawn
to that destination that feels untouched and there's not as
much around, like they're going there to just separate themselves
and be calm and be still. And if you're going
(21:51):
to the Saint Regis again, you're a little bit more celebratory,
you're a little bit more included in the small town
and the culture feel of Puntemita. So I think in
this destination that's the traveler can be one and the same,
you know. I think I love the combination of the
two together because you can have your social, lively Puntamina
experience and then go be discreet and quiet and have
(22:12):
a moment of peace out of Cire as well. But
in some of our other destinations, like Loskabos and some
of those, I think the client is very similar. I
think that is not necessarily a one size fits all,
but this destination does a really nice job of showcasing
the two independently.
Speaker 3 (22:28):
Yeah, you know, it was so interesting. I remember flying
into Porto vel Yarta, which is where you fly into
to visit the Punta Meta properties. And as I was
driving along, as we were making our way to Punta Meta,
I did something. I did a little exercise with myself
(22:49):
that I normally do with my clients, and I say,
close your eyes and tell me what you see when
you think of pick whatever destination they're going to be
it Hawaii or Mexico or the Caribbean or Europe or whatever.
Close your eyes and tell me what you see. And
I did that to myself, and I thought, when I
think of Mexico and Puntumita, what do I think of?
(23:13):
What do I see? Well, I've been to Mexico before.
As a matter of fact, I'm a forty eight year
senior in the travel industry, so there's not a lot
I haven't seen. And yet I was not prepared for
the beauty that I saw when I came into Puntumita.
It blew my expectations completely out of the water. I
(23:37):
mean what I think of now having been there and
having seen it, I can truly say to my clients,
this is the Garden of Eden. This is like where
it all began, or at least it should have been,
because you just expect, you know, Adam and Eve to
walk out from behind the trees somewhere because it is.
(24:00):
It is that beautiful, it really is, and beaches like
I have never never seen before. What do you think
surprises people the most about point to Meta.
Speaker 4 (24:12):
I think you hit it really really close to what
I always think and what I hear when I bring
people there for the first time is that it's this
feeling of slowing down and going back to what originality
really is when it comes to a luxury experience. And
I don't know how to quantify why Pointinina does that
so beautifully, but you know, I saw sixteen different destinations
(24:34):
across from Latin America, and Putinina is one of the
top destinations that no matter who I bring there, if
it's their first time, they're always blown away. They're always
so beautifully excited about it. And it's not because they
weren't expecting it to be as nice as it is.
It's more that it instantly makes you more calm. It
instantly makes you feel something that you're connected to the
(24:58):
land there just green and lush everything can be because
you really have this rainforest experience, but on these beautiful,
pristine white beaches, and then you have the whales out
there just blushing around having a good old r Yeah,
and it's just you know, I think for me, it
just grounds people. Is what we hear the most when
we bring people to that destination, which is really nice
(25:20):
to hear and see, and especially when people are talking
about Hawaii or some other destinations that you know that
to me, Hawaii, I think of it that grounds me.
It's very calming, there's so much culture and you just
feel the land. And I feel like Puntamina is one
of those destinations that does a very similar experience for
people who've never been there before.
Speaker 2 (25:38):
Yeah.
Speaker 3 (25:38):
If I had to sum up what you said and
agree with something that you a word that you pulled
into that conversation, Rebecca would be originality. And to me,
that is what we talk about anymore with our clients
when we talk about luxury. That seems to weave its
way into the conversation as well is originality, and I
(26:02):
love that because travel is no longer and will never
again be the same as it always was many many
years ago. The globe hasn't changed, but the way we
see it, the way we experience it has and I
love that. That is what keeps me so excited about
an industry that, as I said, I've been a part
(26:24):
of for forty eight years. We're going to take a
break here again. I want to remind everybody that we
are speaking to Rebecca MacArthur. She's the director of Sale
Industry Sales for Marriott International Caribbean and Latin America. When
we come back, we're actually going to be talking more
and drilling down into the brand hallmarks of some of
(26:46):
the Marriotte luxury brands. Stay with us, we'll be right
back in just a minute.
Speaker 1 (26:51):
The Wishingwell loves putting smiles on the faces of people
you love. This Valentine's Day, enjoy free in town delivery
when you place your Valentine's Week order by January the
thirty first. Send flowers to your Valentine at work or
at home, order online at the Wishing World up is
stop by two forty three and a half Avenue or
call five four zero nine zero eight two three three three.
(27:12):
That's five four zero nine zero eight two three three
three The Wishing Well, where every bouquet makes people smile.
Speaker 3 (27:19):
Welcome back to a Lifeless Ordinary. Thank you again for
joining us today. We have a really special show that
we are bringing to you this morning in the comfort
of your own homes. Rebecca MacArthur is joining a Lifeless
Ordinary today as the director of Travel Industry Sales from
Marriott International's Caribbean and Latin America US. We've been having
(27:40):
a big fun time here, Rebecca. We're talking about all
things luxury with Marriott and destinations. And the great part
about this is if you're just joining us, Rebecca and
I spent a beautiful week in Paradise not long ago,
and we've been catching up and talking about that. But
more importantly, we're bringing a lot of really curated information
(28:04):
about that trip and about the Marriotte luxury brands to
you our listeners today, and so we want to talk more.
Before we went on break, I said we would be
coming back talking drilling in a little bit more about
the brand hallmarks of the Marriotte Luxury properties. So we
know this luxury defined by a lot of different things
(28:27):
to a lot of different people. And at its heart, Rebecca,
what do you want guests to feel when they stay
at a Marriotte luxury property? What's that all about?
Speaker 4 (28:38):
Yeah? So I think that Mariant is really at the
heart of our luxury is emotional connection. We really want
guests that feel understood, cared forward completely at ease. We
want them to again identify a brand that means something
to them and have them try all of the different
brands within our Luxury group collection. But really, I think
(29:01):
we're just trying to have that emotional, emotional piece in
that relationship because that's what keeps people coming back, right,
That's what means so much.
Speaker 3 (29:09):
Yeah, exactly, And I don't want to put you on
the spot, but yeah, do you have any examples of
maybe how and I think you said you've been with
Marriott now for thirteen years, how Marriouts approach to service
really creates some moments that guests never forget. Do you
have some that really stand out maybe that you can share?
Speaker 4 (29:30):
Oh my gosh, I mean there's so many and some
of our brands really pride themselves on this, right, So
the Rich Carlton brand has always, you know, prided themselves
on anticipating guest needs before it's ever a preference, truly, right,
So those anticipatory moments. But we've I mean, oh my gosh,
so many I have so many hotels that do these
beautiful wow moments for our clients and our guests, and again,
(29:55):
just trying to personalize it, I think is what means
the most. So whether you're not you're going to one
of the Ritz Carlton reserves there and they're leaving you
a robe for your dog to take home or get
at it with you. Then you have a little dog rope.
They're putting these photographs of your family members in your
room in case you're away from them while you're visiting us,
or if they're with you. Then they're creating these new
(30:15):
custom paintings, like our Ritz Carlson Grand came in. If
you book the Seven South, you get a custom painting
by one of the local famous artists on the island
that you take home with your family and you get
to keep this. We have moments of many engagements, many birthdays,
many proposals, new divorce parties that we're doing for these
for these guests. But really it's the new thing we're saying,
(30:38):
but the team really remembering the preferences before its voice
and remembering your name when you come back. Right when
you visit Dorado, the RIZK. Carlton Reserve in Puerto Rico,
you have a different color hat every time you come,
and everyone knows your name and all of your preferences
are saved, so you don't have to keep having these conversations,
and it really just feels like you're returning back home.
(30:59):
And I think that's what for me. Those are the
service moments that really linger with people and that they
resonate with and want to keep coming back. It's the
relationships you have with your Towasani, which is your dream
catcher at the property. It's people knowing who you are
and seeing you as the individual that you are in
their destination.
Speaker 3 (31:17):
Yeah, I'd have to agree with you. I mean, having
experienced this firsthand, I think it is the emotional connection
that you brought up. I think that is so important, Rebecca,
and I can tell you I think I may have
mentioned this last week to our listeners, but I can
tell you I had one of those emotional moments when
(31:38):
I walked into my suite at the Ritz Carlton Reserve,
and I remember as my butler took me into the room,
I actually teared up a little bit. It was like
it was the most awe striking experience for an entry
into a home away from home that I had ever
(31:59):
had in my life. And then when just when you
think it's over, you know, at the end, when we
come home, the property was very much aware of how
much we loved the tacos, the steak tacos, right, you
remember those? Oh my gosh, were they not delicious?
Speaker 4 (32:18):
Are you going to Ciari the riskruts and reserve those
ribby tacos? Oh my gosh, it is harrow our beach
restaurant is. They're so stunning.
Speaker 3 (32:25):
They were to die for, and they knew how much
we loved them. So when I get back home in
my inbox was the recipe from the hotel for those
steak tacos, which I intend to make whenever I am
held up at home, snowed in and can't go anywhere,
because I know that'll make me happy.
Speaker 4 (32:48):
Yes, exactly. You know. It's the little things that they
really anticipate and the teams really known, are aware of
and try and keep that going because again, every time
you make them now you think of us and want
to come back. Oh, it's a good thing.
Speaker 3 (33:01):
Yeah. And you and I both know though travel never
stays the same. The industry is always evolving, it's always changing,
it's always putting a new mark on it self and
you know, really reinventing itself every every few months, if
not every year. How are your luxury brands, Rebecca, evolving
(33:22):
to welcome all ages without losing their sophistication.
Speaker 4 (33:27):
Yeah, and this is you know, this is a big one,
right was, especially with all of the multi gen travel
since since the pandemic and everybody traveling again for those
more meaningful experiences, bringing more of their family members with them.
We see a little bit more of the evolving in
the programming. You know, how do we cater and deliver
to all ages at the resort and keep it elevated
(33:49):
like you said, so for instance that the risk Carlton's
we have, you know, our John col Custo Ambassador of
the Environment program. So it's not a kids club, it's
an elevated program teaches you about the local horticulture and
the local trails and stars and what really sets the
destination that you're in. Apart, I think you experience a
(34:13):
little bit about CI.
Speaker 3 (34:14):
Right.
Speaker 4 (34:14):
We did the bird walk, which was turned out to
be so much more educational than just watching birds property right.
It turned into being learning about all of the flora
and fauna, how important it is, and how you can
tell if the land is thriving and if we're doing
a good job at giving back to the land that
we've built on. And then all the way out to
the beach and you're seeing what all of the different
prints in the sand mean and why you know certain
(34:36):
things happen at a certain time of the day, and
it just is much more educational, and so it's a
more elevated feel of just an experience you would see
on a programming calendar a resort.
Speaker 3 (34:46):
Right.
Speaker 4 (34:47):
I think that we're trying to offer more space and
that flexibility for these experiences, and we listen to what
people are looking for. I've had advisors come to me
and say, you know, I love coming on these stands
and being immersed into these properties, but I have a
family and my kids are at home more now, and
I don't want to leave without them. So now we
do family fams where the programming is really dedicated for
(35:09):
the children and how we can you know, let them
experience the resort from their lens. And you see this
kind of across the board with all of our luxury properties.
It's just a little bit more intentional to cater to
all of the different generations of traveler at the same time,
which has been really fun to build out at some
of these properties and see how creative they get. Oh yeah,
(35:30):
but yeah, it's been really great to see.
Speaker 3 (35:33):
Yeah, and you know, I know people are really excited
about doing things anymore that bring out more of the
cultural authenticity of an area. I mean, certainly that played
a big role in the experience that I had just
recently with you and in Puntu Meeta. That factors in,
I think heavily into people's again luxury experience. But there's
(35:57):
something else that's also booming in the travel industry and
something that became very trendy to talk about in the
last couple of years, and that is the wellness quotient
and sustainability and all of that that factors in. And
how does Marriott's luxury brand, what strategy do they have
(36:18):
to play into that trend today.
Speaker 4 (36:22):
Yeah, and I think now you know these aren't they
used to be add ons, right, The fall was an
add on. Some of the sustainability features were add ons.
We're now in luxury especially, they're really foundational. If you
are at a luxury resort, you don't want to see
plastics everywhere. You want to see glass, and you want
to see that not only because it's better for the environment,
but for so many reasons, right, And I think the
(36:45):
way that our resorts are and hotels are really accommodating
this now is they're really looking at these different rituals
that we can incorporate and again building it to be
foundational and not just add on. So when you come in,
you start with a shaman greeting, or you have a
blessed or we do these beautiful gratitude ceremonies as part
of the programming of the resort. So it's no longer
(37:05):
something that you have to request or look extra for,
it's something that's already included. And really bringing these these
local activations for wellness and community partnerships or sustainability partnerships
in because luxury today it has to be responsible. It
has to also be meaningful and it has to be
rooted in the place that you're visiting. So I think
(37:28):
our resorts have done a really nice job with that.
You know, from pioneering recycling programs in Kyman, right, our
hotels were the first to bring a recycling program to
that island, to again doing these wellness rituals, and you know,
having these beautiful experiences, offering these these different programs. For
those who are looking for sober vacations or quiet vacations,
(37:52):
we have resorts that will help help you detocs from
your technology. So I think it just depends on you know,
the de'sinnation that you're going. But true luxury, I think
is making or making these things more foundational. And it's
not so much a trend as it is more of
just it should always be, it should always be present
at these properties.
Speaker 3 (38:10):
Yeah, I couldn't agree more. I think that it's it's
imperative that people are educated about what these brands do
bring to the plate. When you are choosing the best
place to stay for your vacation, it's no longer about
well where can I get the best deal anymore. I
(38:31):
rarely hear that anymore. To be honest with you. In
my office, my clients come in, that's a rare occasion
that I hear that they're really.
Speaker 4 (38:40):
More and we're seeing that. Yeah, across the board. They
want to know what matters, and it's no longer is
just let me find the best deals. What's going to
resonate with my morals, my sense of being, what I'm
looking for in this particular experience.
Speaker 3 (38:54):
Right, Yeah, absolutely, I want to remind everybody again. We're
talking to Rebecca MacArthur. She's the director of travel industry
Sales for Marriott International brands Luxury and Premium in the
Caribbean and Latin America market sales. Rebecca, I know that
you know. I'm humbled really to be talking to you
here today because your knowledge is so vast and you
(39:19):
really are well traveled, you have great experiences. But it
really is incumbent upon us to travel advisors, especially those
of us who have been in this industry for a
long time, to really take to heart the kinds of
education that you impart to us and the Marriott brand
imparts to us, and take it into the world of
(39:42):
our travel travelers within our own company. And you work
very closely with travel advisors. Why do you think travel
advisors play such an important role in your luxury travel
experience brand.
Speaker 4 (39:58):
Yes, I'm very fortunate. You know again, I came from
the group side many years ago and coming over into
the leisure side and working with travel advisors has been
such a beautiful experience these past six years. You know,
travel advisors, I mean you're the curators, You're our biggest advocate.
You really are the storytellers. We can tell the story
to you, but you know your client and you then
(40:19):
have to take that story and really elevate that luxury
just from a luxury travel experience, you know, to a
journey and not just to stay right. And you need
to understand. I mean everything you all do is amazing
and I we could not survive without so thank you.
But really, you know it, you matter because you understand
what you're selling, you understand your client, and you really
(40:42):
do help us find the perfect person for the perfect
brand to really love the experience they're having, which is
what is so important to marry it as a whole.
Like we said, we're trying to be as personal as
we can and find the right experience to have. These
people have these beautiful connections with our proper and without
a travel advisor, it's so much harder to do. Yeah, right,
(41:04):
because again, the guests may not know and they come
to these properties and they're looking for a different experience
that maybe they could have a beautiful experience out another one,
and they chose maybe the wrong one. So travel advisors,
you really do to help us tell our story.
Speaker 3 (41:18):
Yeah, And that's that's the best honor of all is
being able to tell those stories. I mean, that's to me,
you know, I laugh and joke with my clients sometimes
and say I love this industry so much. I would
happily do it for no money. I'm glad I don't
have to, But I mean, that's that's how much I
love this industry. And being able to impart what professional
(41:40):
knowledge I have along with the borrowing of the knowledge
of people like yourself and the marryout brands and bring
those to the table for people to make educated decisions.
I love that. I love that I have that opportunity
day in, day out, weekend week out.
Speaker 4 (41:58):
And it's such a beautiful community.
Speaker 3 (42:00):
It is.
Speaker 4 (42:01):
It really is community of knowledge sharing and it's just
it's a lovely place. It's a lovely experience to be
involved in.
Speaker 3 (42:08):
Yeah, we're warriors together, you know, we we kind of
we know what it's like to be out there in
the trenches and you know, the world of travel, it's
glamorous when you get to do it. When you're booking it,
it's you know, I often liken it to the best
game I've ever played. It's about the win, and the
(42:29):
win is giving a client exactly what they wanted. And
it's almost like, you know, you remember when you and
I took that golf class. Yeah, so I remember what
the pro said. Do you remember what he said when
we hit the ball. He said, when you hit it
just right on the club and it makes that sound,
(42:51):
you know you did it right, you know something. Yeah,
it just feels good and it feels right. Well, there's
a moment that I have with my clients sometimes when
I get it just right. I know every I was dotted,
every tea was crossed, everything was just perfectly right, and
(43:11):
I feel good. You know, those moments are worth all
of being in the trenches. It takes to get there,
you know.
Speaker 4 (43:21):
One hundred percent. And our hotels feel the same. I
feel the same when I see it beautifully come together
into the most beautiful memory for a client. It's so special,
it's so wonderful, which I think if you're in hospitality,
that's what you do it for.
Speaker 3 (43:35):
Oh yeah, no matter, Absolutely, you're in.
Speaker 4 (43:36):
It for that special moment for sure.
Speaker 3 (43:38):
Yeah. And I was on the flight on my way
to Porta Vliarta, and I sat next to a couple
of young fellows who were headed over to Portavaliarta for
just a couple of days off, a couple of break
days from work before they had to hit it again.
And they said to me, they asked me what I did,
and I told them and they said, wow, does anybody
(44:01):
really even use travel agents anymore? And I said, yes,
they absolutely do. And you know, I want to hear
your take on this. What's the difference between booking a
luxury hotel on your own, Rebecca versus working with a
knowledgeable advisor.
Speaker 4 (44:22):
Oh my goodness. I love when I hear people say that,
to be honest, because I just light up and I'm like,
let me tell you why, and let me tell you
why you should be doing this. And it's so funny
because you know, I'm going to keep going back to this.
But I'm only six years in with working in this
space of travel advisors and it has just been such
a beautiful experience. And now I tell everyone I know,
I will preach it to the rooftops. I'm like, never
(44:44):
book anything else with as advisor for as long as
you live, because it's such a beautiful value. You all
just go to that for your client. I mean, you
bring context, you bring access, you bring all of this
personalization that you can't replicate by booking it yourself. You know,
hopefully you know the reps that you're working with for
(45:05):
the hotels, you know the destinations in the hotels, and
you have these beautiful relationships like you and I have
where you can call me and say, I have this client,
they want X, Y and Z, what do you think?
And you have this whole you know, plethora of supplier
partners that are telling you their expertise and really helping
you curate that beautiful experience so that end user just
(45:28):
has a wonderful time. Whether it's a vacation, whether it's
a family trip, whether it's a wedding, you know, they
just have the most perfect experience. And I think that's
what you know, booking something yourself is it's just never
going to be the same. Not to mention you all
get some beautiful perks, you know, because we have these
beautiful relationships with you, you have these extra perks that
your clients get that you don't get if you're booking direct.
(45:50):
And you know me as a hotel here, when I
travel for work, I obviously have to book myself through
my work platforms. But I just did this beautiful trip
to this and I had one of my travel Advisor
friends books the whole thing, because why wouldn't I. I
didn't have to worry about a thing. I didn't have
to think twice about what I was booking because I
trust them. They have these trusted partners that they work with.
(46:11):
I got some beautiful amenities and extra perks. I mean,
it was just such a lovely experience all the way around.
So I tell everyone who will hear me from the rooftops,
always use a travel Advisor. It's just a wonderful value
for you as a traveler and just makes everything so
much more beautiful. And again from a hotel perspective, you
just you gain so much from that. You know, you
(46:33):
just can't replicate that doing it on your own.
Speaker 3 (46:35):
And I am so grateful to hear you say that, Rebecca,
and believe me to you listeners out there, that is
not a shameless plug. We really and truly care about
your experiences, and we care to the extent that we
want to bring professionals in like Rebecca MacArthur and pick
(46:55):
up the phone and say to her, my client wants
this is I want to be able to do this.
This is what they're requesting. And sometimes, you know, the
answer is, we're not sure that we can do that.
But very often where we are with our relationship is
such that if it can be done, it will be done.
(47:18):
And I think that's one of the best things that
occur with these collaborations. Uh, at least in my opinion.
Speaker 4 (47:28):
Agree.
Speaker 3 (47:29):
Yeah, and as we as we kind of take a
look now, we're going to look out in our crystal ball,
Rebecca at the future of luxury travel. God only knows
what's going to happen. We I mean, we we guess
from time to time, we make our forecasts. At the
beginning of the year. I've already seen, you know, some
(47:49):
of the luxury travel reports and trends that are going
to be for twenty twenty six. Who knows, you know,
really who knows? But without giving away any secrets. What
trends do you see shaping the luxury travel in the
Caribbean and Latin America area over the next few years.
Speaker 4 (48:09):
I mean, I think wellness will continue to evolve and
what that looks like will continue to evolve, because again,
you know, it started with spas and massages and now
it's really gratitude ceremonies and these you know, sober vacation
type of things for wellness and the text detoxes. So
I think that will continue to evolve for sure. I think,
because you know, I represent Caribbean Latin America, culture will
(48:32):
always be a huge piece and will always be a
trend that that shaped our destinations because we have so
much of this beautiful culture and heritage. But what that
means for the traveler when coming to the property, right,
what does that look like for experiences for them? Do
we take them to you know, tequila and teach them
about Rycia and tequila and music, ave spirits or is
it something that's more curated on the property, that private
(48:55):
where you have your own shaman and your own experiences.
And then I you know, there's new ones that I'm
hearing every day, Like you said, who knows. I know,
I mentioned like the divorce parties, but now there's the
new We just did a couple of bookings for some
of my luxury hotels for these one year out anniversaries.
So for like the young couples that are getting married,
they now celebrate their one year out before the wedding.
(49:18):
I don't know if you've heard this yet, but it's
a new thing that we're to pop up all over.
So if they're coming to Mexico to get married next
June this June or June of twenty seven, then in
June of twenty six, they're going to do a one
year out party and they bring everybody down. It's very interesting.
So you know, who knows, Like you said, who the
heck knows. But I do think for my region, it
will always be wellness, it will always be culture, because
(49:39):
those are just two of our most defining pillars in
there in our region.
Speaker 3 (49:43):
For sure, that's and I think that's exciting. I mean,
the reason that I got into this industry, quite frankly,
is because I bore very easily. There's not a lot
that holds my attention for a very long.
Speaker 4 (49:56):
Time, and it's the common theme in this industry.
Speaker 3 (49:58):
I think I think you're probably right. And what I
realized about travel and especially the way we have the
model of the wishing Well, which is you know, full
service travel, events and even a floral boutique. Yes, I
was crazy, but you know it's fun. Every day is
different and exciting and new, and no day is ever boring.
(50:21):
I want to know what excites you most about the
future of Marriott's luxury and premium brands. We've got just
a few minutes left and I want to close with that.
Speaker 4 (50:31):
Yeah, I think you know, especially with Cribbean Latin America,
we're the fastest growing region within Marriott and we're kind
of like the test pilot for the whole company, which
is really fun. So the evolution of our portfolio right
now looking at All Inclusive and I'm talking a Rich
Carleton All Inclusive is coming, it's right around the corner.
So it's fun to see what we're doing in the
(50:51):
luxury space with all of these new experiences, with the
rich Carlton Reserve portfolio growing because it's so curated in
the All Inclusive coming in the luxury space. You know,
it's so much fun to see. But those are that's
what excites me the most. Like you said, I get
bored quickly. I want to, you know, master a new challenge,
and this region definitely keeps me on my toes. So
(51:13):
I definitely think looking at these new new destinations, these
different kinds of brands coming into these different segments like
all Inclusive, and then seeing the evolution of some of
our signature brands like the Saint Regis and the Risk
Crosson Reserve and what they're doing I think is really exciting.
Speaker 3 (51:27):
I'm excited about that too. We have been talking today
with Rebecca MacArthur. She's the director of Travel Industry Sales
from Marriott International Luxury and Premium brands. This was, in
my opinion, one of the most exciting shows. I wish
we had another whole hour because I could talk to you,
Rebecca forever. It's like we're sisters from another mother. But
(51:51):
I know, yeah, it's been great, and you know, I
think for our listeners, what I want you to know
is that the Marriott brand is a very deep ocean.
There's a lot of luxury properties out there that probably
you've never thought of that will definitely scratch that itch
(52:12):
that you have for your next next travel experience. I
want to invite anybody and everybody who's listening to us today,
let us know what you think about the podcast show today.
Tell us what you thought about the Marriott brands. If
you've ever stayed at one, we'd love to hear your feedback. Really,
do join us in experiencing the Saint Regis and the
Ritz Carlton brands. You can find us at the wishing Well.
(52:35):
We are located at two forty three neph Avenue in
the Valley Center in Harsonburg, Virginia. You can call us
at five four zero nine oh eight two three three
three or look us up on the web. We are
at the Wishingwell dot bids.
Speaker 2 (52:50):
This has been a life less Ordinary the travel show
from your friends at the wishing Well at two forty
three nef Avenue in Harrisonburg.
Speaker 3 (52:57):
If you have any.
Speaker 2 (52:57):
Questions on topics discussed today, please reach out to the
wishing Well online at the Wishingwell dot biz or five
four oh nine oh eight twenty three thirty three. Past
episodes are available on the iHeartRadio app. And we'll see
again next Saturday morning at ten for a Life Less
Ordinary from the wishing Well
The wishing Well loves putting smiles on the faces of
people you love. This Valentine's Day enjoy free in town
delivery when you place your Valentine's Week order by January
the thirty first. Send flowers to your Valentine at work
or at home. Order online at the wishing Weld up biz.
Stop by two forty three f Avenue or call five
four zero nine zero eight two three three three. That's
(00:22):
five four zero nine zero eight two three three three
The wishing Well, where every bouquet makes people smile.
Speaker 2 (00:29):
This is a Lifeless Ordinary, the travel show and podcasts
from your friends at the wishing Well two forty three
f Avenue in Harsemert and online at the wishing Well
dot biz. The wishing Well is your ultimate luxury concierge,
travel agency and a Lifeless Ordinary. Is a travel show
and podcasts hosted by Terry Dean, bringing her over forty
years of experience in the travel industry to help guide
(00:50):
you to great experiences in your travel, whether it be
around the block, around the country, or around the world.
Let's bring in Terry Dean and say hello, Chris, how
are you? I am? All bundled up, prepared, for the
oncoming snow.
Speaker 3 (01:03):
I know, I know it's coming whether we like it
or not. But you know what, That's why I love
Virginia is because we have four very distinct seasons, and
I don't mind the snow so badly. As long as
I have good food, good TV, good company, I'm in
great shape.
Speaker 2 (01:17):
And somebody else to shovel it for you. Of course,
we're making real nice with our neighbor right now that
has a snowblower.
Speaker 3 (01:24):
Oh, thank you. Sounds good. Well, I'm exciting for today's show.
Speaker 2 (01:27):
We've got a guest and we're going to talk in
depth with her. Why don't you introduce us to our guest,
and I look forward to the conversation.
Speaker 3 (01:35):
I'm going to do that. And actually I am over
the moon about today's show because you heard me talking
here on a lifeless ordinary, which, by the way, thank
you guys so much for coming back every single Saturday,
pulling up a chair, getting a cup of coffee and
putting your feet up while we talk about the world
(01:57):
of luxury travel. We love it. We love that you
join us, We love that we're able to bring the
world to you in this wonderful way, and joining me
today is. I'm going to call her a friend because
I spent a week with her in my last travel
adventures myself in a beautiful area of the world called Puntamita, Mexico.
(02:19):
And joining me today is Rebecca MacArthur. She's the director
of Travel Industry Sales from Mariott Internationals Caribbean and Latin
America US market leisure sales team. She's got more than
twenty years of hospitality experience and she has deep expertise
in sun and sand destinations. Good Lord, we all need
(02:43):
that right now. Rebecca lends her nationwide team in driving
leisure sales business to fifty two luxury and premium hotels
and resorts across sixteen destinations in the region, and she
and her team are passionate about creating meaningful, meaningful connections
between clients and the resorts to deliver exceptional experiences to
(03:06):
all of you out there, those of you who are listening.
And she is based in San Diego, so she's free
of all the threat of this terrible snow right now. So, Rebecca,
I am so elated to welcome you today to a
lifeless ordinary Thanks for joining me.
Speaker 4 (03:23):
Oh, thank you so much for having me Terry. What
a beautiful introduction, Ivett. And yes, I hope you all
are making very close friends with your neighbors with those
snowblowers and in the snowplows, because I don't know what
that's like over here in San Diego. But I'm sending
love and good wish you. Yeah.
Speaker 3 (03:38):
Well, you know, one of the first things I do
with a new snow especially when it first starts and
it starts to get a little deep, I go out,
I get a big pan and we make snow cream,
which is ice cream made with snow, and it's it's
fabulous and it's wonderful and it tastes delicious. And if
you've never had it, I'm sorry, but I haven't. You
(04:02):
introduced me to some wonderful things in Mexico. That's something
that you really have to try. If you ever get
to Virginia.
Speaker 4 (04:09):
I will absolutely I'm going to come visit you one
day very soon.
Speaker 3 (04:12):
Hopefully there we go. Well, Rebecca, as I said, welcome
to a life less ordinary. And really, before we kind
of dive into all of our brands and destinations that
Marriott has, I want to hear a little bit about
you and how your own personal journey led you into
(04:33):
luxury travel and really ultimately into this role with Mariott.
Speaker 4 (04:38):
Oh fantastic, Well, thank you for asking so kind of
a funny journey. I mean, I've been in hospitality, like
you mentioned, over twenty years in various different capacities. I
started with event planning and wedding coordinations, and then moved
on to corporate groups and incentives. I really got into
more of the luxury side when it was I was
(05:00):
working for some uh some NFL players and I was
planning some of their more luxury events and fundraising. I
had a couple of players that I was contracted for
for their nonprofits, and I would run their celebrity golf
tournaments and some of their high end dinners and lunches
and fundraising efforts. So that kind of turned me onto
(05:22):
the world of luxury and what that meant because you know,
doing that, I actually worked with Marriott quite often. They
were one of our biggest sponsors for some of the players.
So it was it was kind of my vision into
that world, right and into those luxury brands, you know,
supplying some of these items for these players, and of
course on that level of travel. So it was through
(05:43):
that path that someone graciously from Mariant asked me to
come over and start working with hotels UH, and I
decided to follow to follow that lead, So I went
in originally on the group side and did corporate incentives
and private groups for luxury hotels for a few years,
and then I came over to Caribbean Latin America regions
(06:05):
and have been there now for going on thirteen years.
I've been selling these same properties and these beautiful destinations
throughout Mexico, Latin America, and the Caribbeans and just been
really fortunate to kind of grow in the luxury space.
You know. I love that luxury really ties into relationships
and it really is about authenticity and experience, which kind
(06:26):
of resonates with me as a person. Yeah, that's how
I came into the role.
Speaker 3 (06:30):
Yeah, you know, it's so interesting. I've read a book
many years ago called The purpose Driven Life, and I think,
you know, few of us in this world are sometimes
able to realize the fact that we are living the
life we were born to do. And actually, after hearing that,
which interestingly enough, some of that was surprising to me,
(06:50):
I didn't find that out about you when I was
with you. Just a couple of weeks ago. But that
is so very interesting, and to me it sounds like
your living the life you were supposed to live, Rebecca,
and you're doing it very very well. I know that
you work with a lot of travel advisors too, across
(07:12):
the Caribbean and Latin America, and I want to know.
I think our listeners would really like to know, too,
what continues to excite you personally about that particular part
of the world. We hear all kinds of things, So
what do you stay so motivated about and personally excited
about that part of the world.
Speaker 4 (07:33):
Oh my gosh, this is one of my favorite questions.
I love so much the energy that comes from these
destinations that I've been working with for so many years.
At this point, I just don't know where there would
be another energy, like you know, the culture and the
warmth of the people and the natural beauty. It's just
to me, it's impossible to replicate across the world. I mean,
(07:53):
I've been to many places, and I think every destination
has its own love and charm, But for some reason,
Caribbean and Latin America culture, the food, the people, it
really just resonates and like you said, you know, finding
that purpose in life. It just has always lit me
up from the inside. No two islands feel the same,
No coastal towns tell the same story. Everything is just
(08:15):
authentic and different and so beautiful. And I'm so blessed
to be a part of any of this culture in
these regions, in this destination. So I don't know that
I see myself working for any other any other any
other regions.
Speaker 3 (08:28):
Really, to be honest, you'd probably moved there.
Speaker 4 (08:33):
I would. I you know, my boyfriend and I talk
often about owning a home in Mexico. Specificly, I'm a
big Mexico girl. I love the culture there so much.
Speaker 3 (08:42):
So it's one day very friendly area, I think, and
you know, I hope a lot of people are able
to embrace that with us. And actually I did spend
a week with you and alongside of a very small
group of advisors. We were so fortunate it was a
by invitation only event, and I was so humbled and
(09:03):
honored to be a part of that. But this is
a question that I get asks. I'm going to turn
this to you, Rebecca, and say, why is it so
important for Marriott to invest in these intimate by invitation
only experiences for travel advisors. Why do you do that?
Speaker 4 (09:24):
I mean, I think you and I are the perfect examples.
I mean, if you have these moments that are intimate
and real, and you have these beautiful connections, and I
think you know the second you and I met and
had twenty minutes together, just the two of us to
really talk about our lives and not necessarily just travel,
not just the hotels, but just our lives. Right, you
(09:45):
find these people that you resonate with, and this is
where the relationship really comes. And I'm fortunate to come
on this podcast and be able to keep this relationship
with you, And I think when we bring these small
groups together with our hotels, it allows the travel advisors
to really feel the destination, to learn about the people
who work there, to understand the nuances of each property
(10:08):
and each culture and each special piece. I mean, you
and I visited two different properties in two different areas
of a very similar region, but completely different fields, different culture,
different food, just a different beauty. So I think bringing
these intimate groups down is really what grows the connection,
(10:29):
which is what luxury is all about, right, And it's
not just about scale, It's more about the impacts that
we have, and then these experiences kind of translate into
beautiful storytelling, better matches for our clients, and really just
these meaningful experiences that we tend to remember and take
with us as we move forward.
Speaker 3 (10:46):
It is and those educational experiences. I'm going to add
to that on our side of this and say that
those educational experiences really resonate with my clientele, the luxury
clientele that we deal with at our agency, the Wishing
Well here in Harrisonburg, Virginia. They are really impressed by
(11:07):
the fact that as an agency owner and agent advisors
within our agency have been to a great deal of
these destinations and can speak firsthand to them about what
kind of experience they're going to have. So from that standpoint,
I think it's a mutually beneficial relationship and we thank you.
(11:29):
We absolutely think, well, it's wonderful.
Speaker 4 (11:32):
We hope that that's the outcomes for sure.
Speaker 3 (11:35):
So I want to take our listeners on a journey
through really understanding Marriott's Luxury and Premium DNA because that's important.
I mean, it's not just enough to say the word Marriott,
because when you do, and if that's all you're thinking of,
you don't know the half of what's out there. Yeah,
(11:58):
I mean they people might think size and scale, but
today we're talking about luxury and premium. So how do
you define luxury inside the Marriotte ecosystem?
Speaker 4 (12:09):
Rebecca, So, I really think that it Again, you really
hit the nail on the head when you said, if
you think of Marriot, it's such a huge It means
so much. Right, Marriott has over thirty brands now and
a lot of people don't even recognize some of the
brands are Marriot brands, right, we also have we also
have a Marriott brand. So I think that it gets
(12:30):
I think, you know, we're not just one size fits all,
and we're really mari is all about choice and individuality
and intention. So within the merit ecosystem, I think luxury
really means that individuality and intention. It means the thoughtful design,
the intuitive service, the different experiences that each brand offers.
(12:51):
Because I think luxury can mean so many things to
so many people, right, and to have such a nice option.
We tend to find luxury a little bit different for
each guest, and we kind of create the conditions for
their vision and their version of what luxury is and
can bring that to life. Within a brand. Yeah, so
I think that's really how we're kind of embracing that.
Speaker 3 (13:12):
It's really interesting to your point that many people don't
know about how many brands are included under the Marriotte name.
Case in point, I just recently sold a wonderful trip
for a family at a Saint Regis property in Aruba,
and their first comment to me after they had made
(13:33):
the decision to go ahead and move forward with the
reservations at this property was, really, Saint Regis is a Marriott.
I had no idea. So it's all an education for people, really.
Speaker 4 (13:48):
It really is. And again, getting them to experience these
different brands and understanding is helpful because then you know,
then they can lean into Bonvoy and they can lean
into the perks that they get with you know, our
advisor programs things. And thank you for that fabulous recommendation
to Saint Regis of Ruba. That's one of our newest
babies that's opened last year.
Speaker 3 (14:06):
Well, it's remarkable, remarkable, beautiful blos service is outstanding so far,
I can tell you that. Yeah, And really, Rebecca, what
do you think distinguishes Marriotte's luxury brands from other luxury
hotel groups globally, because I get this question from my
clients a lot.
Speaker 4 (14:24):
Yeah, and I think, you know, we hear a lot
of different things about that, And I think that Marriott,
globally we define luxury between depth and diversity, right, So
again we kind of have that unmatched range of luxury
experience under one Marriott umbrella, so people can trust the
name no matter what brand you choose, and you can
decide to try different experiences, whether like you said, you're
(14:46):
doing the Saint Regis experience with your butler service and
your house of Celebration with the champagne sabrage every night,
or you're doing our ultra luxury with the Carlson Reserve
experience where it's incredibly curated, much smaller properties and very
hands on with the staffing, and you have a different
story to tell. So I think because we have so
much diversity within the brand, I think that's what is
(15:08):
really distinguishing us differently than any other brand that's out
there right now. I think, so you can decide what
that luxury means to you and find that in any
one of our one of our luxury properties.
Speaker 3 (15:19):
Yeah, and we talk a lot here on a life
less ordinary week after week about the definition of luxury
and how that means so many things differently to different people.
You know, to me and really not luxury is a
direct NonStop flight, you know. But you know a lot
of people define luxury other ways. And today's travelers, though,
(15:40):
they're more informed than they ever have been before. So
what do you see as the biggest shift in what
our high end, high wealth travelers are asking for right now?
You know?
Speaker 4 (15:56):
And I don't know that it's necessarily a newership. I
think it's been a gradual shifts and has been happening.
But it's all I think intentionality and the intention behind
what this luxury traveler expectation is now. Whether they're taking
fewer trips but they want better ones, more meaningful ones,
or they're asking for privacy, authenticity and space, or they
(16:20):
just want an experience that really is emotionally rewarding and
not just a beautiful resort, you know. And in the
resort space where most of my resorts again I have
a few hotels that are city hotels, but most of
my collection is resorts. We find that a lot over
the last couple of years, luxury just meant the most
lovely room on a big beach in a sunny destination
(16:40):
where now it's not just that they want the largest rooms,
the nicest plunge pool, the more curated amenities, and more
of that cultural immersion. It's not just I want the
most beautiful beach now. So I think it's more just
the intentionality behind the travel expectations.
Speaker 3 (16:59):
Yeah, I'm also seeing a lot of my clients, especially
those high end travelers, who are asking for things that
are a lot more private for them. Privacy is defined
as luxury. So you're right. I mean, we're back again
to saying, you know, just like we always have here,
(17:19):
luxury means different things to different people. Now, speaking of luxury,
we have to We couldn't really talk about luxury without
talking a little bit about where you and I were
not so long ago. So I do want to spend
just a minute talking about Punta Mita And for our
listeners who might not be familiar or who missed last
(17:42):
week's show, what makes this destination so special within Mexico's
luxury landscape?
Speaker 4 (17:49):
Rebecca, Yeah, so Punta Misa is one of kind of
the original elevated luxury destinations within kind of the Portulta area.
It's in Revere and I are. So it's a different
state within Mexico, but it's incredibly rare. I really love
this area because it really does offer that privacy, a
lot of exclusivity, but it still feels very warm, very welcoming.
(18:11):
It has a very traditional Mexico authentic experience. It's not
overly flashy, and it's very deeply connected to nature and
the local culture in this area. But it is a
destination that resonates very well with those travelers who want
that understate and luxury. There's a lot of luxury product
in that area, so so you know, the people who
(18:33):
live there and the people who operate these hotels really
understand what it means to be luxury and to deliver
this exceptional service. And Mexico in general, you know, their
hospitality is one of the best in the world. I mean,
they're seen as the people to be the most generous,
the friendliest city in the world with part Directia for
many years and Puntman's kind of rivaling that now. So
(18:54):
it's a very special destination for sure.
Speaker 3 (18:57):
Yeah, it was really interesting. This trip was, at least
for me. I'm used to usually going to a site
inspection of a hotel and we go to one hotel.
We did something very different this time. We did two
luxury properties within the Marriotte brands, the Saint Regis Puntamita
and ci Ritz Carlton Reserve property. And how how would
(19:20):
you describe the spirit of each of these and the differences.
Speaker 4 (19:26):
Of course, so you know, again, the Saint Regis brand
is really our house of celebration, right, So this dates
back many many years to the Saint Regis in New York,
but we really take that all over the world. And
the Saint Regis Puntamina is just this beautifully polished social
but like timeless resort, right, So there's a rhythm there.
We do all of the rituals that we love so much.
(19:47):
It always just feels like you're celebrating being in the destination.
I think that resort does a beautiful homage to Puntamina
in general, just you know, the landscape and the views
and the ocean and again you know that when you
walk right in and see just these beautiful reflection pools
that lead right out into our beautiful ocean and sea
whale splashing, it just does a beautiful celebration of what
(20:09):
Mexico offers. And then CIII which is our newest ritz
Carlton Reserve, so there are only nine of those in
the world, and its whole brand is about immersion and
serenity and really being part of a local culture as well.
And CIII is in a totally different part of that region, right,
It's in a development called Nalca, and it's a little
bit further up the coastline on this very pristine and
(20:31):
private beach, so it's much more personal. It's intentionally secluded,
very much rooted in place, and it's just you know,
for that for the traveler who really just wants you know,
meaning and calmness and stillness and really being one with
the nature that's in that area, and a little bit
more curated experience. So two very different experiences, like you said,
(20:53):
and I'm excited that we've got to kind of compare
them both side by side.
Speaker 3 (20:57):
Yeah, I am too. And in your do you think
there's a particular traveler that's maybe better suited for the
Saint Regis experience versus of course it's Carlton Reserve experience.
Speaker 4 (21:11):
Yeah, And I think I think it depends on that destination.
So I would say, you know, especially in Putemina, the
Saint Regis customer there is perfect for travelers who really
want that elegance and that social energy, a little bit
more classic luxury on the modern side, but you're you're
a little bit more closer to town. You can there's
a little bit more to do in the area, so
(21:31):
you can have an experience that's more being part of
Puntemina and not just staying on the property where the reserve.
Guests for this particular reserve Andciaty tends to be a
little bit more experiential, discreet, and they're kind of drawn
to that destination that feels untouched and there's not as
much around, like they're going there to just separate themselves
and be calm and be still. And if you're going
(21:51):
to the Saint Regis again, you're a little bit more celebratory,
you're a little bit more included in the small town
and the culture feel of Puntemita. So I think in
this destination that's the traveler can be one and the same,
you know. I think I love the combination of the
two together because you can have your social, lively Puntamina
experience and then go be discreet and quiet and have
(22:12):
a moment of peace out of Cire as well. But
in some of our other destinations, like Loskabos and some
of those, I think the client is very similar. I
think that is not necessarily a one size fits all,
but this destination does a really nice job of showcasing
the two independently.
Speaker 3 (22:28):
Yeah, you know, it was so interesting. I remember flying
into Porto vel Yarta, which is where you fly into
to visit the Punta Meta properties. And as I was
driving along, as we were making our way to Punta Meta,
I did something. I did a little exercise with myself
(22:49):
that I normally do with my clients, and I say,
close your eyes and tell me what you see when
you think of pick whatever destination they're going to be
it Hawaii or Mexico or the Caribbean or Europe or whatever.
Close your eyes and tell me what you see. And
I did that to myself, and I thought, when I
think of Mexico and Puntumita, what do I think of?
(23:13):
What do I see? Well, I've been to Mexico before.
As a matter of fact, I'm a forty eight year
senior in the travel industry, so there's not a lot
I haven't seen. And yet I was not prepared for
the beauty that I saw when I came into Puntumita.
It blew my expectations completely out of the water. I
(23:37):
mean what I think of now having been there and
having seen it, I can truly say to my clients,
this is the Garden of Eden. This is like where
it all began, or at least it should have been,
because you just expect, you know, Adam and Eve to
walk out from behind the trees somewhere because it is.
(24:00):
It is that beautiful, it really is, and beaches like
I have never never seen before. What do you think
surprises people the most about point to Meta.
Speaker 4 (24:12):
I think you hit it really really close to what
I always think and what I hear when I bring
people there for the first time is that it's this
feeling of slowing down and going back to what originality
really is when it comes to a luxury experience. And
I don't know how to quantify why Pointinina does that
so beautifully, but you know, I saw sixteen different destinations
(24:34):
across from Latin America, and Putinina is one of the
top destinations that no matter who I bring there, if
it's their first time, they're always blown away. They're always
so beautifully excited about it. And it's not because they
weren't expecting it to be as nice as it is.
It's more that it instantly makes you more calm. It
instantly makes you feel something that you're connected to the
(24:58):
land there just green and lush everything can be because
you really have this rainforest experience, but on these beautiful,
pristine white beaches, and then you have the whales out
there just blushing around having a good old r Yeah,
and it's just you know, I think for me, it
just grounds people. Is what we hear the most when
we bring people to that destination, which is really nice
(25:20):
to hear and see, and especially when people are talking
about Hawaii or some other destinations that you know that
to me, Hawaii, I think of it that grounds me.
It's very calming, there's so much culture and you just
feel the land. And I feel like Puntamina is one
of those destinations that does a very similar experience for
people who've never been there before.
Speaker 2 (25:38):
Yeah.
Speaker 3 (25:38):
If I had to sum up what you said and
agree with something that you a word that you pulled
into that conversation, Rebecca would be originality. And to me,
that is what we talk about anymore with our clients
when we talk about luxury. That seems to weave its
way into the conversation as well is originality, and I
(26:02):
love that because travel is no longer and will never
again be the same as it always was many many
years ago. The globe hasn't changed, but the way we
see it, the way we experience it has and I
love that. That is what keeps me so excited about
an industry that, as I said, I've been a part
(26:24):
of for forty eight years. We're going to take a
break here again. I want to remind everybody that we
are speaking to Rebecca MacArthur. She's the director of Sale
Industry Sales for Marriott International Caribbean and Latin America. When
we come back, we're actually going to be talking more
and drilling down into the brand hallmarks of some of
(26:46):
the Marriotte luxury brands. Stay with us, we'll be right
back in just a minute.
Speaker 1 (26:51):
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(27:12):
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Speaker 3 (27:19):
Welcome back to a Lifeless Ordinary. Thank you again for
joining us today. We have a really special show that
we are bringing to you this morning in the comfort
of your own homes. Rebecca MacArthur is joining a Lifeless
Ordinary today as the director of Travel Industry Sales from
Marriott International's Caribbean and Latin America US. We've been having
(27:40):
a big fun time here, Rebecca. We're talking about all
things luxury with Marriott and destinations. And the great part
about this is if you're just joining us, Rebecca and
I spent a beautiful week in Paradise not long ago,
and we've been catching up and talking about that. But
more importantly, we're bringing a lot of really curated information
(28:04):
about that trip and about the Marriotte luxury brands to
you our listeners today, and so we want to talk more.
Before we went on break, I said we would be
coming back talking drilling in a little bit more about
the brand hallmarks of the Marriotte Luxury properties. So we
know this luxury defined by a lot of different things
(28:27):
to a lot of different people. And at its heart, Rebecca,
what do you want guests to feel when they stay
at a Marriotte luxury property? What's that all about?
Speaker 4 (28:38):
Yeah? So I think that Mariant is really at the
heart of our luxury is emotional connection. We really want
guests that feel understood, cared forward completely at ease. We
want them to again identify a brand that means something
to them and have them try all of the different
brands within our Luxury group collection. But really, I think
(29:01):
we're just trying to have that emotional, emotional piece in
that relationship because that's what keeps people coming back, right,
That's what means so much.
Speaker 3 (29:09):
Yeah, exactly, And I don't want to put you on
the spot, but yeah, do you have any examples of
maybe how and I think you said you've been with
Marriott now for thirteen years, how Marriouts approach to service
really creates some moments that guests never forget. Do you
have some that really stand out maybe that you can share?
Speaker 4 (29:30):
Oh my gosh, I mean there's so many and some
of our brands really pride themselves on this, right, So
the Rich Carlton brand has always, you know, prided themselves
on anticipating guest needs before it's ever a preference, truly, right,
So those anticipatory moments. But we've I mean, oh my gosh,
so many I have so many hotels that do these
beautiful wow moments for our clients and our guests, and again,
(29:55):
just trying to personalize it, I think is what means
the most. So whether you're not you're going to one
of the Ritz Carlton reserves there and they're leaving you
a robe for your dog to take home or get
at it with you. Then you have a little dog rope.
They're putting these photographs of your family members in your
room in case you're away from them while you're visiting us,
or if they're with you. Then they're creating these new
(30:15):
custom paintings, like our Ritz Carlson Grand came in. If
you book the Seven South, you get a custom painting
by one of the local famous artists on the island
that you take home with your family and you get
to keep this. We have moments of many engagements, many birthdays,
many proposals, new divorce parties that we're doing for these
for these guests. But really it's the new thing we're saying,
(30:38):
but the team really remembering the preferences before its voice
and remembering your name when you come back. Right when
you visit Dorado, the RIZK. Carlton Reserve in Puerto Rico,
you have a different color hat every time you come,
and everyone knows your name and all of your preferences
are saved, so you don't have to keep having these conversations,
and it really just feels like you're returning back home.
(30:59):
And I think that's what for me. Those are the
service moments that really linger with people and that they
resonate with and want to keep coming back. It's the
relationships you have with your Towasani, which is your dream
catcher at the property. It's people knowing who you are
and seeing you as the individual that you are in
their destination.
Speaker 3 (31:17):
Yeah, I'd have to agree with you. I mean, having
experienced this firsthand, I think it is the emotional connection
that you brought up. I think that is so important, Rebecca,
and I can tell you I think I may have
mentioned this last week to our listeners, but I can
tell you I had one of those emotional moments when
(31:38):
I walked into my suite at the Ritz Carlton Reserve,
and I remember as my butler took me into the room,
I actually teared up a little bit. It was like
it was the most awe striking experience for an entry
into a home away from home that I had ever
(31:59):
had in my life. And then when just when you
think it's over, you know, at the end, when we
come home, the property was very much aware of how
much we loved the tacos, the steak tacos, right, you
remember those? Oh my gosh, were they not delicious?
Speaker 4 (32:18):
Are you going to Ciari the riskruts and reserve those
ribby tacos? Oh my gosh, it is harrow our beach
restaurant is. They're so stunning.
Speaker 3 (32:25):
They were to die for, and they knew how much
we loved them. So when I get back home in
my inbox was the recipe from the hotel for those
steak tacos, which I intend to make whenever I am
held up at home, snowed in and can't go anywhere,
because I know that'll make me happy.
Speaker 4 (32:48):
Yes, exactly. You know. It's the little things that they
really anticipate and the teams really known, are aware of
and try and keep that going because again, every time
you make them now you think of us and want
to come back. Oh, it's a good thing.
Speaker 3 (33:01):
Yeah. And you and I both know though travel never
stays the same. The industry is always evolving, it's always changing,
it's always putting a new mark on it self and
you know, really reinventing itself every every few months, if
not every year. How are your luxury brands, Rebecca, evolving
(33:22):
to welcome all ages without losing their sophistication.
Speaker 4 (33:27):
Yeah, and this is you know, this is a big one,
right was, especially with all of the multi gen travel
since since the pandemic and everybody traveling again for those
more meaningful experiences, bringing more of their family members with them.
We see a little bit more of the evolving in
the programming. You know, how do we cater and deliver
to all ages at the resort and keep it elevated
(33:49):
like you said, so for instance that the risk Carlton's
we have, you know, our John col Custo Ambassador of
the Environment program. So it's not a kids club, it's
an elevated program teaches you about the local horticulture and
the local trails and stars and what really sets the
destination that you're in. Apart, I think you experience a
(34:13):
little bit about CI.
Speaker 3 (34:14):
Right.
Speaker 4 (34:14):
We did the bird walk, which was turned out to
be so much more educational than just watching birds property right.
It turned into being learning about all of the flora
and fauna, how important it is, and how you can
tell if the land is thriving and if we're doing
a good job at giving back to the land that
we've built on. And then all the way out to
the beach and you're seeing what all of the different
prints in the sand mean and why you know certain
(34:36):
things happen at a certain time of the day, and
it just is much more educational, and so it's a
more elevated feel of just an experience you would see
on a programming calendar a resort.
Speaker 3 (34:46):
Right.
Speaker 4 (34:47):
I think that we're trying to offer more space and
that flexibility for these experiences, and we listen to what
people are looking for. I've had advisors come to me
and say, you know, I love coming on these stands
and being immersed into these properties, but I have a
family and my kids are at home more now, and
I don't want to leave without them. So now we
do family fams where the programming is really dedicated for
(35:09):
the children and how we can you know, let them
experience the resort from their lens. And you see this
kind of across the board with all of our luxury properties.
It's just a little bit more intentional to cater to
all of the different generations of traveler at the same time,
which has been really fun to build out at some
of these properties and see how creative they get. Oh yeah,
(35:30):
but yeah, it's been really great to see.
Speaker 3 (35:33):
Yeah, and you know, I know people are really excited
about doing things anymore that bring out more of the
cultural authenticity of an area. I mean, certainly that played
a big role in the experience that I had just
recently with you and in Puntu Meeta. That factors in,
I think heavily into people's again luxury experience. But there's
(35:57):
something else that's also booming in the travel industry and
something that became very trendy to talk about in the
last couple of years, and that is the wellness quotient
and sustainability and all of that that factors in. And
how does Marriott's luxury brand, what strategy do they have
(36:18):
to play into that trend today.
Speaker 4 (36:22):
Yeah, and I think now you know these aren't they
used to be add ons, right, The fall was an
add on. Some of the sustainability features were add ons.
We're now in luxury especially, they're really foundational. If you
are at a luxury resort, you don't want to see
plastics everywhere. You want to see glass, and you want
to see that not only because it's better for the environment,
but for so many reasons, right, And I think the
(36:45):
way that our resorts are and hotels are really accommodating
this now is they're really looking at these different rituals
that we can incorporate and again building it to be
foundational and not just add on. So when you come in,
you start with a shaman greeting, or you have a
blessed or we do these beautiful gratitude ceremonies as part
of the programming of the resort. So it's no longer
(37:05):
something that you have to request or look extra for,
it's something that's already included. And really bringing these these
local activations for wellness and community partnerships or sustainability partnerships
in because luxury today it has to be responsible. It
has to also be meaningful and it has to be
rooted in the place that you're visiting. So I think
(37:28):
our resorts have done a really nice job with that.
You know, from pioneering recycling programs in Kyman, right, our
hotels were the first to bring a recycling program to
that island, to again doing these wellness rituals, and you know,
having these beautiful experiences, offering these these different programs. For
those who are looking for sober vacations or quiet vacations,
(37:52):
we have resorts that will help help you detocs from
your technology. So I think it just depends on you know,
the de'sinnation that you're going. But true luxury, I think
is making or making these things more foundational. And it's
not so much a trend as it is more of
just it should always be, it should always be present
at these properties.
Speaker 3 (38:10):
Yeah, I couldn't agree more. I think that it's it's
imperative that people are educated about what these brands do
bring to the plate. When you are choosing the best
place to stay for your vacation, it's no longer about
well where can I get the best deal anymore. I
(38:31):
rarely hear that anymore. To be honest with you. In
my office, my clients come in, that's a rare occasion
that I hear that they're really.
Speaker 4 (38:40):
More and we're seeing that. Yeah, across the board. They
want to know what matters, and it's no longer is
just let me find the best deals. What's going to
resonate with my morals, my sense of being, what I'm
looking for in this particular experience.
Speaker 3 (38:54):
Right, Yeah, absolutely, I want to remind everybody again. We're
talking to Rebecca MacArthur. She's the director of travel industry
Sales for Marriott International brands Luxury and Premium in the
Caribbean and Latin America market sales. Rebecca, I know that
you know. I'm humbled really to be talking to you
here today because your knowledge is so vast and you
(39:19):
really are well traveled, you have great experiences. But it
really is incumbent upon us to travel advisors, especially those
of us who have been in this industry for a
long time, to really take to heart the kinds of
education that you impart to us and the Marriott brand
imparts to us, and take it into the world of
(39:42):
our travel travelers within our own company. And you work
very closely with travel advisors. Why do you think travel
advisors play such an important role in your luxury travel
experience brand.
Speaker 4 (39:58):
Yes, I'm very fortunate. You know again, I came from
the group side many years ago and coming over into
the leisure side and working with travel advisors has been
such a beautiful experience these past six years. You know,
travel advisors, I mean you're the curators, You're our biggest advocate.
You really are the storytellers. We can tell the story
to you, but you know your client and you then
(40:19):
have to take that story and really elevate that luxury
just from a luxury travel experience, you know, to a
journey and not just to stay right. And you need
to understand. I mean everything you all do is amazing
and I we could not survive without so thank you.
But really, you know it, you matter because you understand
what you're selling, you understand your client, and you really
(40:42):
do help us find the perfect person for the perfect
brand to really love the experience they're having, which is
what is so important to marry it as a whole.
Like we said, we're trying to be as personal as
we can and find the right experience to have. These
people have these beautiful connections with our proper and without
a travel advisor, it's so much harder to do. Yeah, right,
(41:04):
because again, the guests may not know and they come
to these properties and they're looking for a different experience
that maybe they could have a beautiful experience out another one,
and they chose maybe the wrong one. So travel advisors,
you really do to help us tell our story.
Speaker 3 (41:18):
Yeah, And that's that's the best honor of all is
being able to tell those stories. I mean, that's to me,
you know, I laugh and joke with my clients sometimes
and say I love this industry so much. I would
happily do it for no money. I'm glad I don't
have to, But I mean, that's that's how much I
love this industry. And being able to impart what professional
(41:40):
knowledge I have along with the borrowing of the knowledge
of people like yourself and the marryout brands and bring
those to the table for people to make educated decisions.
I love that. I love that I have that opportunity
day in, day out, weekend week out.
Speaker 4 (41:58):
And it's such a beautiful community.
Speaker 3 (42:00):
It is.
Speaker 4 (42:01):
It really is community of knowledge sharing and it's just
it's a lovely place. It's a lovely experience to be
involved in.
Speaker 3 (42:08):
Yeah, we're warriors together, you know, we we kind of
we know what it's like to be out there in
the trenches and you know, the world of travel, it's
glamorous when you get to do it. When you're booking it,
it's you know, I often liken it to the best
game I've ever played. It's about the win, and the
(42:29):
win is giving a client exactly what they wanted. And
it's almost like, you know, you remember when you and
I took that golf class. Yeah, so I remember what
the pro said. Do you remember what he said when
we hit the ball. He said, when you hit it
just right on the club and it makes that sound,
(42:51):
you know you did it right, you know something. Yeah,
it just feels good and it feels right. Well, there's
a moment that I have with my clients sometimes when
I get it just right. I know every I was dotted,
every tea was crossed, everything was just perfectly right, and
(43:11):
I feel good. You know, those moments are worth all
of being in the trenches. It takes to get there,
you know.
Speaker 4 (43:21):
One hundred percent. And our hotels feel the same. I
feel the same when I see it beautifully come together
into the most beautiful memory for a client. It's so special,
it's so wonderful, which I think if you're in hospitality,
that's what you do it for.
Speaker 3 (43:35):
Oh yeah, no matter, Absolutely, you're in.
Speaker 4 (43:36):
It for that special moment for sure.
Speaker 3 (43:38):
Yeah. And I was on the flight on my way
to Porta Vliarta, and I sat next to a couple
of young fellows who were headed over to Portavaliarta for
just a couple of days off, a couple of break
days from work before they had to hit it again.
And they said to me, they asked me what I did,
and I told them and they said, wow, does anybody
(44:01):
really even use travel agents anymore? And I said, yes,
they absolutely do. And you know, I want to hear
your take on this. What's the difference between booking a
luxury hotel on your own, Rebecca versus working with a
knowledgeable advisor.
Speaker 4 (44:22):
Oh my goodness. I love when I hear people say that,
to be honest, because I just light up and I'm like,
let me tell you why, and let me tell you
why you should be doing this. And it's so funny
because you know, I'm going to keep going back to this.
But I'm only six years in with working in this
space of travel advisors and it has just been such
a beautiful experience. And now I tell everyone I know,
I will preach it to the rooftops. I'm like, never
(44:44):
book anything else with as advisor for as long as
you live, because it's such a beautiful value. You all
just go to that for your client. I mean, you
bring context, you bring access, you bring all of this
personalization that you can't replicate by booking it yourself. You know,
hopefully you know the reps that you're working with for
(45:05):
the hotels, you know the destinations in the hotels, and
you have these beautiful relationships like you and I have
where you can call me and say, I have this client,
they want X, Y and Z, what do you think?
And you have this whole you know, plethora of supplier
partners that are telling you their expertise and really helping
you curate that beautiful experience so that end user just
(45:28):
has a wonderful time. Whether it's a vacation, whether it's
a family trip, whether it's a wedding, you know, they
just have the most perfect experience. And I think that's
what you know, booking something yourself is it's just never
going to be the same. Not to mention you all
get some beautiful perks, you know, because we have these
beautiful relationships with you, you have these extra perks that
your clients get that you don't get if you're booking direct.
(45:50):
And you know me as a hotel here, when I
travel for work, I obviously have to book myself through
my work platforms. But I just did this beautiful trip
to this and I had one of my travel Advisor
friends books the whole thing, because why wouldn't I. I
didn't have to worry about a thing. I didn't have
to think twice about what I was booking because I
trust them. They have these trusted partners that they work with.
(46:11):
I got some beautiful amenities and extra perks. I mean,
it was just such a lovely experience all the way around.
So I tell everyone who will hear me from the rooftops,
always use a travel Advisor. It's just a wonderful value
for you as a traveler and just makes everything so
much more beautiful. And again from a hotel perspective, you
just you gain so much from that. You know, you
(46:33):
just can't replicate that doing it on your own.
Speaker 3 (46:35):
And I am so grateful to hear you say that, Rebecca,
and believe me to you listeners out there, that is
not a shameless plug. We really and truly care about
your experiences, and we care to the extent that we
want to bring professionals in like Rebecca MacArthur and pick
(46:55):
up the phone and say to her, my client wants
this is I want to be able to do this.
This is what they're requesting. And sometimes, you know, the
answer is, we're not sure that we can do that.
But very often where we are with our relationship is
such that if it can be done, it will be done.
(47:18):
And I think that's one of the best things that
occur with these collaborations. Uh, at least in my opinion.
Speaker 4 (47:28):
Agree.
Speaker 3 (47:29):
Yeah, and as we as we kind of take a
look now, we're going to look out in our crystal ball,
Rebecca at the future of luxury travel. God only knows
what's going to happen. We I mean, we we guess
from time to time, we make our forecasts. At the
beginning of the year. I've already seen, you know, some
(47:49):
of the luxury travel reports and trends that are going
to be for twenty twenty six. Who knows, you know,
really who knows? But without giving away any secrets. What
trends do you see shaping the luxury travel in the
Caribbean and Latin America area over the next few years.
Speaker 4 (48:09):
I mean, I think wellness will continue to evolve and
what that looks like will continue to evolve, because again,
you know, it started with spas and massages and now
it's really gratitude ceremonies and these you know, sober vacation
type of things for wellness and the text detoxes. So
I think that will continue to evolve for sure. I think,
because you know, I represent Caribbean Latin America, culture will
(48:32):
always be a huge piece and will always be a
trend that that shaped our destinations because we have so
much of this beautiful culture and heritage. But what that
means for the traveler when coming to the property, right,
what does that look like for experiences for them? Do
we take them to you know, tequila and teach them
about Rycia and tequila and music, ave spirits or is
it something that's more curated on the property, that private
(48:55):
where you have your own shaman and your own experiences.
And then I you know, there's new ones that I'm
hearing every day, Like you said, who knows. I know,
I mentioned like the divorce parties, but now there's the
new We just did a couple of bookings for some
of my luxury hotels for these one year out anniversaries.
So for like the young couples that are getting married,
they now celebrate their one year out before the wedding.
(49:18):
I don't know if you've heard this yet, but it's
a new thing that we're to pop up all over.
So if they're coming to Mexico to get married next
June this June or June of twenty seven, then in
June of twenty six, they're going to do a one
year out party and they bring everybody down. It's very interesting.
So you know, who knows, Like you said, who the
heck knows. But I do think for my region, it
will always be wellness, it will always be culture, because
(49:39):
those are just two of our most defining pillars in
there in our region.
Speaker 3 (49:43):
For sure, that's and I think that's exciting. I mean,
the reason that I got into this industry, quite frankly,
is because I bore very easily. There's not a lot
that holds my attention for a very long.
Speaker 4 (49:56):
Time, and it's the common theme in this industry.
Speaker 3 (49:58):
I think I think you're probably right. And what I
realized about travel and especially the way we have the
model of the wishing Well, which is you know, full
service travel, events and even a floral boutique. Yes, I
was crazy, but you know it's fun. Every day is
different and exciting and new, and no day is ever boring.
(50:21):
I want to know what excites you most about the
future of Marriott's luxury and premium brands. We've got just
a few minutes left and I want to close with that.
Speaker 4 (50:31):
Yeah, I think you know, especially with Cribbean Latin America,
we're the fastest growing region within Marriott and we're kind
of like the test pilot for the whole company, which
is really fun. So the evolution of our portfolio right
now looking at All Inclusive and I'm talking a Rich
Carleton All Inclusive is coming, it's right around the corner.
So it's fun to see what we're doing in the
(50:51):
luxury space with all of these new experiences, with the
rich Carlton Reserve portfolio growing because it's so curated in
the All Inclusive coming in the luxury space. You know,
it's so much fun to see. But those are that's
what excites me the most. Like you said, I get
bored quickly. I want to, you know, master a new challenge,
and this region definitely keeps me on my toes. So
(51:13):
I definitely think looking at these new new destinations, these
different kinds of brands coming into these different segments like
all Inclusive, and then seeing the evolution of some of
our signature brands like the Saint Regis and the Risk
Crosson Reserve and what they're doing I think is really exciting.
Speaker 3 (51:27):
I'm excited about that too. We have been talking today
with Rebecca MacArthur. She's the director of Travel Industry Sales
from Marriott International Luxury and Premium brands. This was, in
my opinion, one of the most exciting shows. I wish
we had another whole hour because I could talk to you,
Rebecca forever. It's like we're sisters from another mother. But
(51:51):
I know, yeah, it's been great, and you know, I
think for our listeners, what I want you to know
is that the Marriott brand is a very deep ocean.
There's a lot of luxury properties out there that probably
you've never thought of that will definitely scratch that itch
(52:12):
that you have for your next next travel experience. I
want to invite anybody and everybody who's listening to us today,
let us know what you think about the podcast show today.
Tell us what you thought about the Marriott brands. If
you've ever stayed at one, we'd love to hear your feedback. Really,
do join us in experiencing the Saint Regis and the
Ritz Carlton brands. You can find us at the wishing Well.
(52:35):
We are located at two forty three neph Avenue in
the Valley Center in Harsonburg, Virginia. You can call us
at five four zero nine oh eight two three three
three or look us up on the web. We are
at the Wishingwell dot bids.
Speaker 2 (52:50):
This has been a life less Ordinary the travel show
from your friends at the wishing Well at two forty
three nef Avenue in Harrisonburg.
Speaker 3 (52:57):
If you have any.
Speaker 2 (52:57):
Questions on topics discussed today, please reach out to the
wishing Well online at the Wishingwell dot biz or five
four oh nine oh eight twenty three thirty three. Past
episodes are available on the iHeartRadio app. And we'll see
again next Saturday morning at ten for a Life Less
Ordinary from the wishing Well
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