Insight
Marriott's Bonvoy loyalty program fills 75% of occupied rooms across its Asia-Pacific hotels (excluding China).
Marriott’s Rajeev Menon and Mandarin Oriental’s Alex Schellenberger at Skift Asia Forum 2026
Summary
Marriott and Mandarin Oriental are investing heavily in personalization through AI and guest recognition programs. Marriott's Bonvoy program fills 75% of occupied rooms in Asia-Pacific, excluding China. Smaller operators can adapt by cleaning guest data and prioritizing top guests. Personalization is shifting from a tech challenge to a staffing concern.
Key takeaway