A Digital Advocate with a Mission
Vanessa Black didn’t set out to lead a digital transformation across Marriott’s Australia, New Zealand, and Pacific Islands (ANZP) region, but she saw a problem, found a solution, and took action.
As a Digital Consultant at Marriott Digital Services, Vanessa was juggling content, websites, paid media, and more across 14 hotels when she encountered RealTime Reservation (RTR). Initially, it was a pilot project at a remote resort in Far North Queensland. But what started as a test soon became her passion project and eventually a catalyst for regional change.
“We had this huge property with seven pools, 125 villas, multiple restaurants, and everything was still managed with clipboards and ribbons,” Vanessa recalls. “Guests would walk across the entire resort just to ask how to book a cabana. Staff turnover meant we were retraining people constantly. Nothing was consistent.”
The Turning Point: Simplicity Through Technology
The cabana bookings were indicated by colored ribbons: red meant available, green meant taken. It was a system as confusing as it was inefficient. Guests had to trek to reception or make calls, often waiting in line. High staff turnover compounded the issue with knowledge gaps, lost information, and inconsistent guest service.
RTR provided an immediate fix. With mobile-friendly booking, QR code integrations, and seamless upsell functionality, guests could now lie poolside and book experiences in seconds.
“With RTR, the entire booking process went digital. QR codes, mobile access, upsells—it streamlined everything. Suddenly, a guest lounging by the pool could order champagne or reserve a cabana with a tap.”
Scaling Success Across a Region
Vanessa’s enthusiasm was contagious. She began showcasing RTR’s capabilities across Marriott properties in the region. What followed was a wave of innovation tailored to local needs.
- At Moxy Sydney Airport, RTR became essential for managing thousands of shuttle bookings. As a select-service hotel catering to self-sufficient travelers, convenience and speed were non-negotiable.
- W Brisbane used RTR to launch a new suite product, allowing guests to select personalized amenities pre-arrival, elevating the in-room experience.
- JW Marriott Gold Coast incorporated RTR into their Family by JW program, digitizing once-manual activities like baking classes, fish feeding, and more.
- Melbourne Docklands Marriott turned empty weekends into profit with wellness-themed day passes that bundled towels, cocktails, and pool access.
- Sheraton Grand Sydney began using RTR for online cake orders and are planning to expand to full event calendar management.
Real Results, Real Impact
“It’s not just about making things easier. It’s about consistency,” Vanessa says. “Before RTR, different teams had different info, guests were confused, and staff spent time just fielding basic questions. Now it’s one platform and one voice.”
Staff members benefit as much as guests. Reservations and reception teams spend less time on repetitive queries. Operational communication improves. Training becomes faster and more effective, especially in regions with frequent employee turnover.
The outcome? Increased guest satisfaction and better internal efficiency. And the data confirms it.
“We’re seeing more bookings, more upsells, more guest engagement. And the properties that fully embrace it—like Moxy—see the biggest gains.”
A Platform That Plays Well With Others
RTR integrates or links out to essential Marriott systems for dining, in-room orders, and for spa services. This ensures RTR fits naturally into Marriott’s broader ecosystem.
“There’s a lot of noise in hospitality tech. RTR cuts through that. It brings clarity for both the staff and the guest. It simplifies operations without replacing what works.”
Leadership by Listening
Vanessa doesn’t push technology for the sake of it. She starts every discussion with the same question: “What problem are you trying to solve?”
That simple approach has helped RTR gain traction across the region. From local GMs to regional stakeholders, she helps identify pain points and demonstrates how RTR can address them effectively.
Ongoing Expansion and a Vision for the Future
RTR is now live in six hotels, with five more in the pipeline. Vanessa regularly reports progress to Marriott leadership, ensuring visibility and alignment. The expansion continues, not through force but through value.
“When every department is aligned—reception, pool bar, housekeeping—it works. The tech is ready. We just need the people to be, too.”
Vanessa believes in RTR because she has seen it work. Whether it’s simplifying daily operations, improving guest satisfaction, or uncovering new revenue streams, RTR is helping Marriott ANZP set a new standard for digital hospitality.
RealTime Reservation isn’t just software. It is how Marriott ANZP is redefining modern hospitality, one property at a time.