In the energetic capital of Morocco, the Rabat Marriott Hotel has established itself as the embodiment of modern luxury infused with rich cultural heritage.

At the forefront of this remarkable establishment is General Manager Gaetano Petruzzella, whose innovative approach to hospitality breathes life into every guest experience. In this candid interview, we dive into Mr. Petruzzella’s vision for the hotel, exploring how he artfully incorporates traditional Moroccan elements with contemporary luxury.

Join us as Mr. Petruzzella shares his insights on creating a sanctuary where every detail tells a story.

Luxury Lifestyle Awards: The Rabat Marriott Hotel has quickly gained a reputation for combining traditional Moroccan charm with modern sophisticated hospitality. How do you ensure this balance is maintained across all aspects of the hotel experience?

Gaetano Petruzzella: It is important that each single team member is proud of the working environment in order to pass on the same feeling to all our customers. Sophistication is all about human-to-human feeling with exceptional gestures and generosity – the fundamentals of hospitality. Indeed, we will continue to balance Moroccan charm and modern design with our flair for hospitality, crafting authentic experiences. 

LLA: Your hotel has embraced the “bleisure” concept, catering to both business and leisure travelers. How has this concept evolved since the hotel’s opening, and how does it reflect the needs of modern guests?

GP: Our award for Best Luxury Bleisure Hotel reflects our focus on blending business and leisure seamlessly. We continually expand wellness programs and boost sustainability along with all dining options. Looking ahead, this award shapes our vision by reinforcing our commitment and focusing on enhancing our position in this segment attracting even more customers in the long run.

LLA: The Rabat Marriott Hotel recently won the 2024 Luxury Lifestyle Awards for Best Luxury Bleisure Hotel. What strategies do you believe contributed to this recognition, and how does it shape your vision for the future?

GP: Winning the 2024 Luxury Lifestyle Awards for Best Luxury Bleisure Hotel reflects our key strategies for offering personalized guest experiences, forming innovative partnerships, and enhancing digital engagement. Indeed this recognition motivates us to continually research the Bleisure needs, wishes, wants, and desires of particular clientele approaching Rabat for very specific business in a particular time frame. Precious time for relaxation, regeneration, and experiencing the “ La Ville de Lumiere” are always added into our experiences, adding to its charm.

LLA: Morocco’s rich cultural heritage is deeply embedded in the guest experience at the Rabat Marriott. Can you share how the hotel incorporates local craftsmanship, culture, and traditions into its services and design?

GP: At Rabat Marriott, we embrace Morocco’s cultural heritage through design, guest experiences, and Moroccan hospitality. Our interiors feature traditional craftsmanship, with intricate tilework, handcrafted wood elements, and locally sourced materials that reflect the beauty of Moroccan artistry. We collaborate with local artisans to offer bespoke products and support cultural events that highlight Moroccan art, music, and traditions. We commit to highlighting these more through vernissage and exposition periodically.

LLA: As a leader in the hospitality industry, what trends do you see shaping the future of premium high-end hotels?

GP: I think that the hospitality industry is being shaped by the new generation of travelers, including, but not limited to HNWI, very-HNW, and UHW guests. The trends call for all business stakes to be ready as the future will be bright for everyone.:

1. Personalization and Technology: Personalization and technology will definitively play a crucial role: to be understood, embraced, and implemented effectively, including the most sophisticated AI and data analytics, enabling hotels to be well-set up to deliver a strong brand promise along with their service level.
2. Sustainability: The demand for eco-conscious practices is rising. Luxury hotels must incorporate sustainability, from energy efficiency to sourcing ethical, local products, without compromising service quality.
3. Wellness and Mindfulness: Wellness is becoming a core part of life more and more based on actual business activities. Guests seek holistic rejuvenation, prompting hotels to offer tailored wellness programs.
4. Authentic Local Experiences: Travelers want deeper connections with their destinations. Immersive experiences that celebrate local culture and craftsmanship will define future luxury.
5. Work-Life Integration: The “bleisure” trend is growing, with remote work blending business and leisure. Luxury hotels will need to provide environments that support both.

These trends are colorfully reshaping Hotellerie in delivering bespoke, meaningful, and sustainable guest experiences. 

LLA: Personalization has become a key factor in premium high-end hospitality. How do you foresee technology evolving to enhance personalized guest experiences while maintaining a human touch?

GP: Technology will continue to play a pivotal role in enhancing personalization in luxury hospitality, but the key will be balancing automation with the human touch. I foresee the evolution of AI and data analytics allowing hotels to gather and analyze guest preferences more effectively, from room settings to dining choices, enabling seamless, tailored experiences before guests even arrive.

LLA: Sustainability is an increasingly important focus for hotels worldwide. How is the Rabat Marriott integrating sustainable practices into its operations, and what do you see as the next steps for premium high-end hotels in this regard?

GP: At Rabat Marriott, sustainability is a core focus of our operations. We have implemented energy-efficient systems, reduced plastic usage, and prioritized water conservation across the hotel. We also source eco-friendly and locally made products wherever possible, supporting ethical supply chains. Our waste reduction initiatives include recycling programs and food waste management systems.

Looking ahead, hotels must push sustainability further by embracing renewable energy sources, increasing circular economy practices, and offering more eco-conscious guest experiences. The future of sustainable premium high-end will also involve deeper collaborations with local communities and a greater focus on transparent reporting of environmental impact. 

LLA: What advice would you offer to aspiring hotel managers looking to excel in today’s competitive hospitality industry, especially in leading a premium high-end property?

GP:  Hospitality is all about people. The best advice is to understand the roots of the business, be close to your people, understand the customer, find out what the customer wants and wishes, and don’t deliver service by SOP but rather through human interactions. Understand the product overall and be on the floor. Know the echelons in the marketplace and inspire your people through an authentic storyteller.

Embracing technology anticipates scalability. Be a mentor and get mentored. Research and understand the younger, up-and-coming generation to better understand your direct customers. By concentrating on these areas, aspiring managers can successfully navigate the competitive hospitality landscape.

Thank you for taking the time to share your insights and experiences, Mr. Petruzzella; your perspective is invaluable and greatly appreciated!

To find out more, and to book your next stay at the award-winning hotel please visit https://www.marriott.com/en-us/hotels/rbamc-rabat-marriott-hotel/.