Rich Siegel’s Conversation With Page Petry
In a recent interview with Rich Siegel of Hospitality Upgrade, Page Petry, the Chief IT Officer of the Americas at Marriott International, shared her journey with Marriott and her perspective on the evolving landscape of hospitality technology. This insightful conversation highlights the challenges and opportunities faced by IT professionals in the hospitality sector, particularly during times of significant growth and integration.
Building a Career with Marriott International
Page Petry’s story is a testament to Marriott’s culture of nurturing talent from within. She began her career as a front desk clerk in Atlanta and quickly advanced through Marriott’s leadership development program. After a brief stint outside the company, she returned to Marriott and has since risen to a pivotal leadership role, overseeing IT operations across the Americas.
Reflecting on her journey, Page emphasized the importance of Marriott’s associate-focused culture:
“Marriott has a very engaging culture focused on the associate and wanting to see their careers blossom,” she shared. Her experience underscores Marriott’s commitment to fostering long-term growth and development for its team members.
Tackling Integration Challenges Post-Starwood Merger
One of the most significant milestones in Marriott’s recent history is its merger with Starwood Hotels & Resorts. This acquisition brought together a diverse portfolio of brands, increasing Marriott’s global footprint to 6,400 properties across 126 countries.
For Page and her IT team, the integration posed unique challenges:
“When you grow like that and you add to your responsibilities, it’s never that easy, especially for the IT folks behind the scenes,” she noted. The team had to reassess their organizational structure and processes to ensure seamless integration.
A standout achievement during this period was the successful merging of Marriott and Starwood loyalty programs on day one—an unprecedented accomplishment in the hospitality industry. This move demonstrated Marriott’s commitment to delivering a unified and enhanced customer experience.
Balancing Global Technology Needs
Managing IT operations across multiple regions presents its own set of challenges. Page highlighted the need to tailor technology rollouts to different markets based on their unique requirements. For instance, some regions, like North America, may prioritize certain technologies faster due to their specific infrastructure needs.
She also pointed out differences in infrastructure development between regions. In parts of the Middle East and Asia, hotels were built with a “Wi-Fi first” approach, making technology upgrades more seamless compared to North America, where properties often require extensive rewiring to support new systems.
Innovation at the Marriott Marquis Chicago
Page shared insights into the technological innovations at the new Marriott Marquis Chicago at McCormick Place. The hotel features a full fiber infrastructure, enabling advanced solutions like mobile key access and enhanced guestroom entertainment systems.
“We talk about this all the time in IT—get the infrastructure right because anything you do after that is enabled by the magic that’s already there behind the walls,” Page explained. This forward-thinking approach ensures that Marriott properties are well-positioned to meet evolving guest expectations.
Looking Ahead
As Marriott continues to grow and evolve, Page remains focused on ensuring that the company’s IT infrastructure can support its ambitious goals. The integration work following the Starwood merger is ongoing, with significant progress made in merging finance, HR, and reservation systems.
Page’s leadership and vision have been instrumental in navigating this complex transformation. Her dedication to Marriott’s culture, combined with her deep understanding of technology’s role in hospitality, positions her as a key figure in the industry.
For more insights from hospitality leaders like Page Petry, stay tuned to our blog, where we explore the intersection of technology and guest experience in the ever-evolving world of hospitality.
