The Dog Days of Summer
;)
In the U.S., we're in the time of year called the "dog days of summer." Some say this is derived from the ancient Romans, who named the brightest star in the Canis Major constellation Sirius, or the "dog star," because during this time of year, Sirius rose and set with the sun in the northern sky. No matter its origin, even as many take a deserved break during these hot days of August, we're not sitting still here at Marriott.
As my father used to say, "Success is never final." It's a good thing to remember, because with all the economic and financial turmoil, and the stock market taking roller-coaster rides in recent months, sometimes it's easy to forget that patience and persistence pay off.
I recently received an inspiring letter from an 83-year-old Washington native, recounting how, back in 1952, she was advised to buy a few shares of our company, which was just going public. Back then it was called Hot Shoppes -- we were in the restaurant business and our first hotel was 5 years away. Well, this bright new investor bought 10 shares of our company's stock and, including commission, it cost $110. Over time, the stock split, she continued to reinvest dividends and it increased in value. Just recently she opened her statement and found that her holdings of our stock now amounted to more than 10,000 shares, worth $240,000 at today's prices!
As we all know, we're not the only company that can make a similar claim, nor does it mean that we know this experience will be repeated again. But I sure hope so! It certainly confirms the lessons my parents taught me and that I hope to pass along: that commitment, loyalty and hard work pay good dividends.
As always, I'm Bill Marriott and thanks for helping me keep Marriott on the move.
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Posted By: Ray Hart (8/26/2009)
Comment: Thanks Bill for sharing your positive attitude with all of us. It is catching. Thanks for your hard work and great leadership. You remind me of the quotation I found on my pillow at the Camelback by Emerson: "Remember...Do not follow where the path may lead. Go instead where there is no path and leave a trail". Good luck. Good health.
Posted By: Sarah Welsh (8/25/2009)
Comment: I recently stayed at the Fairfield Inn in Branson, MO for the first time while my husband and I were on vacation. My husband ended up in the hospital after only one short day there and your staff were absolutely fabulous. I inquired about an "emergency rate" because I was going to have to move hotels if I had to pay the regular rate. The front desk insisted that I had enough to worry about with my husband and told me that I should stay there and not think again about what it would cost me. They gave me a discount, which allowed me to stay. Because it happened on a Saturday night and I was unsure when I was going back home(dry cleaning would not be back until the following Wednesday) one nice young lady named Echo even went so far as to come to my room to get my laundry, wash it, fold it and even hang shirts in my closet. I can't tell you how important that clean load of clothes was to me, since we only packed for a two day trip and my husband needed clean clothing at the hospital. I heard the comment "I don't know if I'll get in trouble for this, but I want to help" more than once. PLEASE continue to encourage your staff to be helpful and not fear getting in trouble. Had it not been for the staff at this hotel, I simply do not know what I would have done. They allowed me to concentrate on my husband without having to spend my time at the laundromat or calling around to hotels to stay elsewhere. Whatever the cost was to your company, you have MORE than made up in a repeat customer and the word being spread about the treatment I received. A special thank you to Echo, John and Linda at the Fairfield in Branson. They deserve recognition for their help. Even something as simple as an ear to listen to me made my ordeal easier. It was like staying with family. Thank you very much.
Posted By: James Binsfeld (8/23/2009)
Comment: Mr. Marriott,
I enjoy reading your blog and find the commentary insightful. The story you shared regarding the 83 yr. old investor truly speaks to a long term disciplined investing strategy and it clearly pays to stay in the market during bear markets since history has show times like these are great buying opportunities. My family loves Marriott and we've been to the locations in Kauai, Branson, Orlando, Vienna (loved Champions there) and Munich. In April, we vacationed in Cancun Mexico and while we stayed at the Royal Mayan resort I ran every morning to the JW Marriott which is amazing. La Dolce Vita "The Good Life " restaurant is right across the street. I look foward to reading your next blog.
Posted By: Josiah from HotelMarketingStrategies.com (8/22/2009)
Comment: "Success is never final" Patience and persistence do indeed pay off -- and I appreciate you keeping us motivated, Bill. Enjoy the rest of your summer!
Posted By: Bill (8/22/2009)
Comment: I too have been a loyal Marriott customer for many years. Although I see many of the great things Mr. Marriott speaks of, I must concur with Francis observations as well.
Although I always expected there were inspection teams that provided feedback, I am quite certain, at this point, that there are not. Feedback given to customer service is sent right back to the relevent manager, who is, more often than not, aware of or the perpetrator of the issue at hand.
I too would be more than willing to substantiate my concerns. I have missed out on about 14 room night this year where I intended to stay at a Marriott property but could not due to issues that should have been addressed.
Marriott is a great company, with great values and great people - but there are some that are operating a bit below the bar - and Mr. Marriott, your loyal guest would be more than happy to help you out.
Posted By: Syed T. A. Naqvi (8/22/2009)
Comment: Per my previous comments I make a point to provide direct constructive interactive feed back to, preferably, the General Manager of the Marriott during each of my stay. I was staying at the Las Vegas Marriott during a business trip ended recently. Having spent over thousand nights at a full service Marriott, many Marriott Associates have acted with excellence above and beyond the call of duty but a hand full stand out to be the best of the best. Chris from JW Marriott, Cancun, Hank the Marriott Moscone, San Francisco, GM in 1992, Javier from Los Angeles Airport Marriott in about mid 2000 are examples of your best managers. I would very much like to add a new associate to that list. The Rooms Director, Anthony of Las Vegas Marriott for stay just ended on August 17. Anthony intently listened to my specific problems, suggestions and the general feedback, very much appreciated the feedback, immediately corrected the problem where possible. Anthony followed up to make sure that his best was good enough for me.
Posted By: JOE WALL (8/21/2009)
Comment: Bill, I just wanted to thank the staff @ JW Marriot in Vegas (Summerlin) for making our recent stay (8/8/09 tru 8/13/09) so enjoyable. Due to the nature of my Wife's job, she spends 4 to 5 nights away per week, staying @ Marriots all over the country. She is picky, but Marriots are always make her feel safe, & I thank you for that. She wanted to take me somewhere special for my 50th birthday, so she decided on the Summerlin location, without either of us staying there before. Considering the current economic mess we are all in, (especially Vegas) it would be easy to come to work without your best face on, but your staff @ Summerlin made us beleive we were living in the Best of Times. Judging by the smiles from other guest, your staff was consintantly providing 5-star service to everyone. One special note, due to the absolute crazy road constuction going on in Vegas, Gps was not very helpful. Your Valet Staff stepped up, one telling me - Mr. Wall, turn that GPS off, we have your back. Their directions were precise, while guiding me around the construction. Wonderful job ! Your professional Spa staff were ready to meet every request. Please foward our thanks to your special Resort. We are making plans to return next summer with the whole family. Another perk about this location, you enter your lobby, go to your room, go to the spa, pool, or any resturant without having to go thru a Casino. Wow, what a concept, unlike the Strip. Yes, I like to gamble, but I don't like to walk my family through a Casino evertime we are trying to do something. The Strip could learn a lesson or to from this special resort.
Joe Wall
Posted By: Hank Mancini (8/20/2009)
Comment: It is always a pleasure to read your blog. I look forward to the email links. As a Marriott fan and shareholder I appreciate how the company is run and more importantly how it is led! I think Marriott is the most consistent brand of products that I "use," which is important to me.
Posted By: Francis (8/20/2009)
Comment: Mr. M - I have been considering writing you but have been reluctant until I viewed your blog. I'm a long time, loyal, Marriott customer. It's always been my first choice and there are many as you know. My wife and I were so taken with the company we purchased time at Williamsburg many years ago. We enjoyed traveling the world staying at Marriotts. When I lost her two years ago after a long illness I becgan to travel again on my own or with family. Your dad's wise counsel about success never being final sparked me to write. I have been to numerous Marriott facilities in the past two years. I wanted to tell you that some represent you extremely well while others have lost there luster and need attention. Many times it's simply detail but others times it's more obvious. I can't imagine that you don't have an inspection team that visits your locations periodically and provides you and location managers with feedback on services and maintenance, etc. In one of my careers with the US Air Force (long ago) I served on the Inspector General's team and we toured many bases and prepared reports for our "CEO". Many times unannounced and without anyone knowledge of who we were. It was amazing what we'd find and how helpful even the most innocuous observations were to local commanders (managers). As you may know sometimes you can't see the trees for the forest! Anyway, I just wanted to offer you my observations of recent travel within the Marriott family. I know you can not please everyone and I'm not even sure it's worth the effort but you have always had a "standard" and I feel it is slipping in several locations after years of use. I'd be glad to be more specific but if you don't have anyone or group of people that work directly for you who provide feedback unfiltered on facilities I'd encourage you to consider establishing a crew. Or better yet you might well consider soliciting your customer base for feedback as a kind of ad hoc crew. As your dad said it is not "final" and competition is not going away! Thank you for your time and thank you, sincerely, for the many years of enjoyment my wife and I shared staying at the Marriott branded hotels and resorts. It has been fun Mr M. Francis in Beavercreek
Posted By: Bridgette Hunter (8/19/2009)
Comment: Good afternoon Mr. Bill Marriott,
I am a member of your rewards club. I can't say that I own shares. But I do love your hotels. I've stayed at Renaissiance 1230 Pine Island Rd. in Fort Lauderdale, Residence Inn New Orleans opposite the Convention Center and JW Marriott in Buckhead Atlanta. I've tried other places a few times, but I can't get enough of the Marriott experience.
Unfortunately my travel times are limited to only a couple times per year and this year is it reduced to just one trip. And that will be for my 40th Birthday on September 10th 2009 which I will be spending at JW Marriott in Buckhead, Atlanta, Georgia from September 8th - 16th 2009. Thank you for keeping this brand a top notch above the rest and still affordable luxury. I do so appreciate a good nights rest and look forward to many more visits with you and the fine staff of Marriott. Thank you for listening. (PS. What are the shares going for now? Also I am an administrative editor for the listed website) smile
