WHAT’S NEW AT THE MARRIOTT ?
Franchisor profilesAuthor :
Donna Messer 
Donna Messer is a networking expert. She is the author of “Effective Networking Strategies” a Canadian Best Seller. Donna is a motivational speaker, addressing audiences on three continents. To reach Donna or get a copy of her book - www.connectuscanada.com
It all began, when I showed up at a Marriott hotel near the Toronto airport for a remote radio interview. I saw a busy, happy crowd of guests and staff interacting in a pleasant and welcoming lobby. The radio program had arranged for an interview room, and I was amazed at how helpful the staff was – accommodating our every wish. And when I was leaving a very polite and likeable gentleman with a great smile, asked if there was anything further he could do to help us.
Who said customer service was disappearing? As a journalist, and a traveller, the Marriott had caught my interest, and I was determined to find out more about it.
I quickly arranged an interview with hotel management, and began my journey of discovery.
A LITTLE HISTORY LESSON
The Marriott story began in 1927 when J. Willard and Alice Marriott opened a little nine-seat root beer stand called “The Hot Shoppe”. Those first few seats were quickly filled with satisfied customers who not only liked the product; they truly enjoyed the experience.
• In 1953 the company stock was first offered to the public and it sold out in 2 hours!
• In 1957 the first hotel opened in Arlington, Virginia. It was the Twin Bridges Motor Hotel.
• In 1968 the stock was first listed on the New York Stock Exchange.
• In 1972 JW Marriott became the CEO taking over from his father J. Willard Marriott.
• In 1981 Marriott opened their 100th property, in Maui, Hawaii.
• In 2006 there were over 2700 operating units in the United States and 68 other countries.
What a success story !
WHERE IS THE MARRIOTT TODAY ?
- As of the end of 2008, 65% of Marriott's hotels were franchised, 30% were managed, and the remaining 5% were timeshare, residences and owned properties.
- They’ve embraced technology and are on the leading edge !
For instance, they offer the hotel industry’s only digital plug in panel. This technology offers an LCD high-definition television and plug-in panel that enables guests to connect their laptop to the monitor so they can work, surf the web, play DVD’s and video games in HD.
People can split the screen to watch TV and work on their laptop simultaneously. They can fill the room with their own music playlist from their MP3 player and they can play back videos from camcorders and view pictures from their digital cameras.
- There is also a new look and feel at the Marriott, it is called luxury !
With an investment of over $200 million in new beds and bedding, guests now enjoy a memorable 24-hour experience, fine food, great service and an incredibly comfortable night’s sleep.
- Staff walk the talk and practice the seven corporate priorities listed below :
1. Act with integrity.
2. Promote and sustain the “spirit to serve” culture.
3. Increase brand preference with customers and key stakeholders.
4. Enhance service leadership and guest experience.
5. Drive profitability and market share.
6. Accelerate global growth.
7. Advance social responsibility and community engagement.
- They have a corporate social responsibility – to SERVE others.
• Shelter and Food – addressing housing and hunger needs, including in times of disaster
• Environment – working towards a greener and healthier planet
• Readiness for Hotel Careers – educating and training the next generation
• Vitality of children – aiding sick and impoverished children
• Embracing People with Disabilities – providing opportunities, though the workplace.
THE FUTURE
Top Five Reasons the Marriott is well positioned for continued success.
1. The business model is highly recognized by Wall Street, providing consistent returns to shareholders. The organization is recognized by Fortune Magazine as one of the top 100 best managed companies to work for and one of America’s most admired companies.
2. The Marriott has a broad portfolio and deep knowledge of customer needs, added to continually finding innovative ways to meet them.
3. The company has a growing Global footprint, with 19 lodging brands and more than 3000 hotels, resorts and timeshare locations in 68 countries & territories.
4. The people who work for Marriott are world-class talent, with solid bench strength, along with operational excellence and innovative focus.
5. For over 80 years it has been the Marriott culture and spirit to serve our associates, customers and communities.
TWELVE RULES OF SUCCESS
1. Continually challenge your team to do better.
2. Take good care of your employees. They'll take good care of your customers. The customers will come back.
3. Celebrate your people's success, not your own.
4. Know what you're good at and mine those competencies for all you're worth.
5. Do it and do it now. Err on the side of taking action.
6. Communicate. Listen to your customers, associates and competitors.
7. See and be seen. Get out of your office, walk around, make yourself visible and accessible.
8. Success is in the details.
9. It is more important to hire people with the right qualities than with specific experience.
10. Customer needs may vary, but their bias for quality never does.
11. Eliminate the cause of a mistake. Don't just clean it up.
12. View every problem as an opportunity to grow.
After learning all about the culture of the Marriott, and their rules for success – it was easy to see why this company is on the leading edge, not just in the world of hospitality, but in customer service, and employee relations. They have a "Spirit to Serve” and it’s evident that it will survive the tough times. They truly care about their guests and it shows!
"Although time, growth and changing workforce move us further from the early days of the company, we must never stray from the basic principles that have made us successful. That can only be achieved if the people running our system-from myself to you - understand, support and communicate the Marriott Management Philosophy and Culture... A Living Tradition of Values and Beliefs." J.Willard Marriott
WORLDWIDE RECOGNITION
The Marriott has been recognized many times for its outstanding achievements both as an employer and as a community minded, socially responsible company. Here are some of the awards it received :
• Best Places to Launch a Career – Business Week
• 50 Best Companies for Latinas to work for in the U.S - LatinaStyle
• Top 50 Companies for Diversity – DiversityInc
• 100 Best Companies for Working Mothers – Working Mother
• 2007 Energy Star Sustained Excellence Award – U.S. Environmental Protection Agency
• World Savers Award for Outstanding Community Engagement and Social Responsibility – Conde Nast Traveler
Who said customer service was disappearing? As a journalist, and a traveller, the Marriott had caught my interest, and I was determined to find out more about it.
I quickly arranged an interview with hotel management, and began my journey of discovery.
A LITTLE HISTORY LESSON
The Marriott story began in 1927 when J. Willard and Alice Marriott opened a little nine-seat root beer stand called “The Hot Shoppe”. Those first few seats were quickly filled with satisfied customers who not only liked the product; they truly enjoyed the experience.
• In 1953 the company stock was first offered to the public and it sold out in 2 hours!
• In 1957 the first hotel opened in Arlington, Virginia. It was the Twin Bridges Motor Hotel.
• In 1968 the stock was first listed on the New York Stock Exchange.
• In 1972 JW Marriott became the CEO taking over from his father J. Willard Marriott.
• In 1981 Marriott opened their 100th property, in Maui, Hawaii.
• In 2006 there were over 2700 operating units in the United States and 68 other countries.
What a success story !
WHERE IS THE MARRIOTT TODAY ?
- As of the end of 2008, 65% of Marriott's hotels were franchised, 30% were managed, and the remaining 5% were timeshare, residences and owned properties.
- They’ve embraced technology and are on the leading edge !
For instance, they offer the hotel industry’s only digital plug in panel. This technology offers an LCD high-definition television and plug-in panel that enables guests to connect their laptop to the monitor so they can work, surf the web, play DVD’s and video games in HD.
People can split the screen to watch TV and work on their laptop simultaneously. They can fill the room with their own music playlist from their MP3 player and they can play back videos from camcorders and view pictures from their digital cameras.
- There is also a new look and feel at the Marriott, it is called luxury !
With an investment of over $200 million in new beds and bedding, guests now enjoy a memorable 24-hour experience, fine food, great service and an incredibly comfortable night’s sleep.
- Staff walk the talk and practice the seven corporate priorities listed below :
1. Act with integrity.
2. Promote and sustain the “spirit to serve” culture.
3. Increase brand preference with customers and key stakeholders.
4. Enhance service leadership and guest experience.
5. Drive profitability and market share.
6. Accelerate global growth.
7. Advance social responsibility and community engagement.
- They have a corporate social responsibility – to SERVE others.
• Shelter and Food – addressing housing and hunger needs, including in times of disaster
• Environment – working towards a greener and healthier planet
• Readiness for Hotel Careers – educating and training the next generation
• Vitality of children – aiding sick and impoverished children
• Embracing People with Disabilities – providing opportunities, though the workplace.
THE FUTURE
Top Five Reasons the Marriott is well positioned for continued success.
1. The business model is highly recognized by Wall Street, providing consistent returns to shareholders. The organization is recognized by Fortune Magazine as one of the top 100 best managed companies to work for and one of America’s most admired companies.
2. The Marriott has a broad portfolio and deep knowledge of customer needs, added to continually finding innovative ways to meet them.
3. The company has a growing Global footprint, with 19 lodging brands and more than 3000 hotels, resorts and timeshare locations in 68 countries & territories.
4. The people who work for Marriott are world-class talent, with solid bench strength, along with operational excellence and innovative focus.
5. For over 80 years it has been the Marriott culture and spirit to serve our associates, customers and communities.
TWELVE RULES OF SUCCESS
1. Continually challenge your team to do better.
2. Take good care of your employees. They'll take good care of your customers. The customers will come back.
3. Celebrate your people's success, not your own.
4. Know what you're good at and mine those competencies for all you're worth.
5. Do it and do it now. Err on the side of taking action.
6. Communicate. Listen to your customers, associates and competitors.
7. See and be seen. Get out of your office, walk around, make yourself visible and accessible.
8. Success is in the details.
9. It is more important to hire people with the right qualities than with specific experience.
10. Customer needs may vary, but their bias for quality never does.
11. Eliminate the cause of a mistake. Don't just clean it up.
12. View every problem as an opportunity to grow.
After learning all about the culture of the Marriott, and their rules for success – it was easy to see why this company is on the leading edge, not just in the world of hospitality, but in customer service, and employee relations. They have a "Spirit to Serve” and it’s evident that it will survive the tough times. They truly care about their guests and it shows!
"Although time, growth and changing workforce move us further from the early days of the company, we must never stray from the basic principles that have made us successful. That can only be achieved if the people running our system-from myself to you - understand, support and communicate the Marriott Management Philosophy and Culture... A Living Tradition of Values and Beliefs." J.Willard Marriott
WORLDWIDE RECOGNITION
The Marriott has been recognized many times for its outstanding achievements both as an employer and as a community minded, socially responsible company. Here are some of the awards it received :
• Best Places to Launch a Career – Business Week
• 50 Best Companies for Latinas to work for in the U.S - LatinaStyle
• Top 50 Companies for Diversity – DiversityInc
• 100 Best Companies for Working Mothers – Working Mother
• 2007 Energy Star Sustained Excellence Award – U.S. Environmental Protection Agency
• World Savers Award for Outstanding Community Engagement and Social Responsibility – Conde Nast Traveler