The five-star Bangkok Marriott Marquis Queen’s Park is the city’s largest hotel with 1,388 rooms. It operates eight restaurants (four on-site, four at Asiatique), multiple bars, a luxurious spa, three grand ballrooms, and various meeting spaces.
Riding herd over it all is Australian Simon Bell who has been the hotels General Manager for the last five years. Simon grew up on the Gold Coast in Australia, one of the top holiday destinations in the country with some of the best beaches in the world. Growing up he has fond memories of riding his push bike down to the beach with his surfboard under his arm to catch some early waves as the sun rose over the horizon.
Simon’s interest in hospitality came from his parents who ran their own customer service business. Growing up on the Gold Coast and with it being the playground for international tourists, he was surrounded by beautiful international hotels. As they were building the first Australian Marriott Hotel on the Gold Coast, he watched it come out of the ground and decided that he really wanted to work there. The Marriott took a chance on the young 19 year old with no tertiary education, and 32 years later he’s still working for Marriott International.
Simon’s interest in hospitality came from his parents who ran their own customer service business. Growing up on the Gold Coast and with it being the playground for international tourists, he was surrounded by beautiful international hotels. As they were building the first Australian Marriott Hotel on the Gold Coast, he watched it come out of the ground and decided that he really wanted to work there. The Marriott took a chance on the young 19 year old with no tertiary education, and 32 years later he’s still working for Marriott International.
He shared that he feels like one of the luckiest General Manager’s in the company, growing up through Marriott and having some amazing leaders above him. He says that a lot of people saw in him what he couldn’t see in himself. They gave him opportunities in many different departments including the Rooms Division, Revenue Management, Finance and Sales and Marketing. Some of those leaders are still in the company today in very senior roles.
HOT Magazine had the distinct pleasure of sitting down with Simon to find out what it’s like to be in charge of the largest Marriott Property in South East Asia.
HM: With over 5 years at the helm of this landmark property, what have been some of your proudest accomplishments that have left a lasting impact on the guest experience? And what have been the biggest operational challenges you’ve had to navigate during your tenure?
SB: I am very proud of our entire team for their accomplishments over the last five years. Of course, this period coincided with the biggest challenge the hospitality industry has ever faced – the global pandemic – but we have successfully navigated this and look forward to a bright and exciting future.
In terms of achievements, hosting some of the region’s most prestigious events and spectacular weddings, we were the host hotel for the worldwide FIFA conference as well as many other international conferences. The numerous international awards we have received are also very pleasing. The launch of a series of innovative off-site dining and social venues at Asiatique The Riverfront is moving Bangkok’s F&B scene forward.
HM: As the first and only Marriott Marquis hotel in the Asia-Pacific region, how have you been able to infuse the brand’s signature luxury and innovation into this property’s unique Thai identity and local context?
SB: Our entire property is defined by its seamless blend of world-class international hospitality and authentic local Thai elements. This is reflected not only in our warm and gracious Thai hospitality, but also by our services and facilities. Most notably, Siam Tea Room, our popular Thai restaurant and café, showcases highly authentic Thai cuisine with time-honoured recipes, and its elaborate wooden sala entrance was built by hand by Thai national artist Thawan Duchanee. We also adorn every guestroom and suite with traditional Thai elements.
HM: With your track record of successfully opening new hotels, what fresh concepts or industry-first initiatives have you introduced at this well-established property to redefine the standard for luxury hospitality in Bangkok?
SB: Bangkok Marriott Marquis Queen’s Park is the flagship Marriott Marquis hotel in Southeast Asia, the largest hotel (in terms of room count) in Bangkok, and one of the city’s leading conference and banqueting venues. At the time I took over, it had only recently re-emerged from a comprehensive renovation, rebranding and relaunch under the Marriott brand. As a hotelier, this represented an exciting opportunity and I was honored to be entrusted with such an important role.
HM: Managing a hotel of this scale with 1,388 rooms requires exceptional operational efficiency. What strategies have you implemented to maintain consistently high service standards across all guest touchpoints, from check-in to check-out?
SB: The essence of hospitality remains the same, whether you are managing a boutique hotel with 20 rooms or a large city hotel with 1,388 rooms. The key is to treat every guest as an individual and provide warm and personalized hospitality. Of course, operating a larger hotel requires organization and processes to be implemented to ensure its smooth running, especially at touchpoints such as check-in/out, and breakfast service. But through innovative solutions and associate training, we have been able to maintain high service standards.
HM: The hotel’s expansive 5,000 sqm’s of event space positions it as a premier MICE destination. How have you elevated the meetings and events offerings during your tenure to attract high-profile corporate and social gatherings?
SB: Our talented and proactive events team have staged many of the city’s biggest events and talk-of-the-town weddings. Our 30 meeting spaces have been curated to cater to every size and style of events, including three ballrooms, an elegant Pool House, residential style Apartments and Pavilions, private dining rooms and more, and a virtual tour from our website helps international clients to discover their perfect venue.
We also leverage the strength of our Marriott Bonvoy Events program to reward meeting planners, and our Green Meeting solutions enable businesses to weave CSR elements into their events.
HM: Leveraging your regional connections as a past business council leader in Seoul & Singapore, have you been able to drive increased corporate and MICE business to the Bangkok property, cementing its reputation as a preferred destination for regional and global organizations?
SB: I always strive to raise the profile of our hotel, promote our facilities and services to our partners, and drive business to our hotel.
HM: With 10 distinctive restaurants and bars, the culinary offerings are a key draw for the hotel. What innovative culinary collaborations or themed experiences have you spearheaded to keep the dining venues fresh, exciting and in tune with evolving guest preferences?
SB: We are always striving to elevate the culinary scene in Bangkok. The opening of Asiatique Ancient Tea House late last year marked the latest phase of our innovative off-site F&B strategy. Since the launch of Sirimahannop, our reimagined Thai tall ship, in 2019, we have now expanded to four original dining and social venues at Asiatique The Riverfront, the heritage-inspired lifestyle destination on the banks of the Chao Phraya River.
At the hotel, Goji Kitchen + Bar regularly partners with responsible, premium suppliers and guest chefs to showcase the finest ingredients, from wagyu beef to Tasmanian salmon. Akira Back, our top floor Asian restaurant, was recently named as the #1 fine-dining restaurant in Bangkok.
HM: As sustainability becomes an increasingly crucial priority for hotels, what eco-friendly practices or cutting-edge green initiatives have you implemented at the Bangkok Marriott Marquis Queen’s Park in recent years?
SB: Bangkok Marriott Marquis Queen’s Park is fully committed to sustainability, in every area of our operation. Food waste reduction is one area in which we have led the way. Since Goji Kitchen + Bar became the first five-star hotel restaurant in the world to achieve The PLEDGE™ in 2019, the hotel has donated thousands of tonnes of excess food to Scholars of Sustenance (SOS) to help feed disadvantaged people in Bangkok.
We have also eliminated single-use plastics, introduced electric vehicle (EV) charging stations, adopted energy-saving lighting, developed an organic rooftop herb garden, and we consistently practice sustainable sourcing strategies. Under Marriott’s “Serve360” culture of “Doing Good in Every Direction,” we also strive to make a difference in our community through CSR and local outreach programs.
HM: Reflecting on the challenges faced during the pandemic, what key lessons in crisis management have you applied to strengthen your leadership approach and better prepare the hotel for future disruptions?
SB: It is important to remain flexible and adaptive to any situations that may arise. No-one could have predicted the global pandemic, but I am proud of how well we coped with the unprecedented challenges it presented. It taught me the importance of always taking care of your team members. For many hoteliers, the post-pandemic period presented a talent crunch as they were unable to replace the staff they lost during the pandemic. This is a lesson that if you take care of your team now, they will repay your faith in the future. This is a core pillar of the Marriott philosophy and we will always adhere to that, whatever challenges we may face.
HM: Building a strong service culture is critical for a hotel of this scale. How have you empowered and motivated your team to consistently deliver exceptional hospitality that exceeds guest expectations?
SB: Marriott’s “Putting People First” philosophy has been integral to our business for more than 95 years. We empower every associate to be the best they can be, through structured training and development programs, and clear career paths. It is not a coincidence that many of our GMs started in entry-level positions and have worked their way up. We inspire our associates to take pride in their work and reward them for their efforts, including regular internal Awards of Excellence. And we also encourage them to live a healthy life through our TakeCare program.
HM: Looking ahead, what is your long-term strategic vision for further elevating the Bangkok Marriott Marquis Queen’s Park as a world-class luxury destination that sets new benchmarks for hospitality in Thailand’s capital?
SB: We recently launched Teeshot Bar, an innovative new sports bar and social venue that harnesses cutting-edge technology including golf simulators, football games and karaoke machines. This is set to become one of downtown Bangkok’s most exciting new venues for local residents, sports fans and business groups. Looking ahead, we will continue to innovate across every area of our business to raise the bar for international hospitality in Bangkok. Stay tuned for further updates!
HM: Finally, on what’s probably a rare day off, what do you like to do or where do you like to go to decompress, and, other than your own restaurants, where do you like to go to dinner for a special night out, and why there?
SB: On my rare days off, I love to travel with my family, and Japan is our favorite destination. We enjoy skiing there, as it’s a perfect way to decompress and spend quality time together. The combination of Japan’s beautiful landscapes, rich culture, and world-class skiing resorts makes it our go-to place for a special getaway.
Thank you Simon.