Hi, this is Bill Marriott. Everybody's asked me about that AstroTurf(r) story. This is one of the great stories of our company.
My dad was a stickler for detail. He wanted everything perfect. He always wanted the guest to have the very best experience they could have. Back in about 1976 or 1977, he discovered AstroTurf, and he decided that this would be a great product to put on all the concrete balconies, walkways and pool decks around our hotels. He wanted everything to look green and pretty. So, he was buying AstroTurf for the company, and he instructed me to get out and put it around all our hotels.
He came back from his farm down in Virginia one day and he said, "You know, you haven't got enough AstroTurf around because you think it's too expensive." He said, "I've been to the hardware store in Front Royal, Virginia, and I found AstroTurf for two dollars per square yard, and you're spending four dollars per square yard in Washington for this AstroTurf, and you've got to get that fixed."
Well, I continued to work on AstroTurf, and it went on and on and on. Finally, it was 1982 and I was sitting in my office, and we were going to close on the land to build the New York Marriott Marquis hotel in New York. This was going to be a 2,000-room hotel in what was then a very bad neighborhood on Broadway and 46th Street. Everybody at the time said, "This hotel will fail. The neighborhood is terrible; it's never going to come back."
Well, we bet the ranch on this hotel. I had to make a decision that day: Was I really going to go forward and do this hotel? The real estate people came in and they said, "We have to close on the land today because if we don't, our contract runs out and the owner is going to renegotiate and it will cost us twice as much." Then the phone rang, and it was the mayor of New York saying, "I understand you're going to announce your hotel today. I want to be in on the announcement." It was then that the contractor called and said, "You asked for a no-strike clause in the construction contract. I can't give you a no-strike clause in the construction contract. Are you going to build the hotel or not?" Well, these three decisions were sitting right in my lap, and I had to make them.
The phone rang again. My secretary said, "There's another call."
I said, "Oh no, who is it?"
"It's your father."
"Oh no."
So, I picked up the phone, I said, "What is it, boss?" He said, "Why don't you have the AstroTurf around the swimming pool at the Twin Bridges hotel?" Well, here I was trying to make all these big decisions, and I got the call on AstroTurf. I knew what was important back then, and we did get the AstroTurf around the swimming pool at the Twin Bridges hotel.
I love hearing from all of you. As a busy CEO, I can't respond individually to all that you ask for, but keep writing, because I'm listening. And thanks for helping me keep Marriott on the move.
I posted an earlier comment about working on the National Association Medical Staff Service conference to be held in New York City at the Marriott Marquis.
Well, I've just returned from a very successful conference, and wanted to say that the facility and staff of the New York Marriott Marquis were outstanding. (Loved that high-tech elevator system too!)
Thanks for helping make the national NAMSS conference a success.
Posted by: Rita Schwab | 10/06/2007 at 01:34 PM
Mr Marriott,
I am impressed that you have chosen to blog and accept comments. As a former WSJ reporter and frequent (woman) traveller I am excited about your plans for the Great Room - a place for conviviality. To leverage the guest experience of your guest room and Great Room innovations consider actually storyboarding the experience they have from the first sight (or sound,etc.) of your hotel. That way you can multiply and maximize the number of positive moments that guests (and staff) can experience. That builds bragging rights and repeat visits.
See my blog comment on this
http://sayitbetter.typepad.com/say_it_better/2007/03/from_the_first_.html
Posted by: Kare Anderson | 03/04/2007 at 08:09 AM
Hello Mr. Marriott- My wife and I have been staying at your properties for about 20 years. We've only been disappointed on quality experience once, and that was more a deteriorated condition of the building rather than a staff-service at Courtyard in Brookfield, WI about 5 years ago. Your Astroturf tale is a jewel, one of those true life adventures all us decision makers have, tho' not all of us are in storied family businesses. I am in the business of consulting outdoor events, parks, and visitor facilities on "Recycling Away From Home." This is an emerging social-marketing field limiting waste at its source by combining the amenity of cleaner event-sites into a present day environmental solution by simply directing visitors and vendors to recycle waste in specially marked bins and storage. My methodology can be explained elsewhere (it requires specialized teams in a management by walking around approach following on a long term, incremental plan.) As a guest of Marriott I do not see any recycling bins in public areas. Do Marriott properties recycle consumer waste such as soda bottles, newspapers, office papers (based on local ordinances)? Thanks for an opportunity to communicate with the top man! Paul Abramson, Madison, WI
Posted by: Paul Abramson | 02/05/2007 at 03:14 AM
I love hearing that you said (or thought) 'Oh no!' sometimes when your boss called!
Posted by: Patti | 02/04/2007 at 11:22 PM
Mr. Marriott,
I'm on the planning committee for this year's National Associaton Medical Staff Services annual conference, which is being held for the first time ever in New York City - at the Marriott Marquis. Our members are excited about staying in the heart of Times Square, so we're glad that you decided to move forward with that property!
Posted by: Rita Schwab | 02/04/2007 at 08:31 AM
Keep up the great work. Two years ago I took ten students to the Grande Lakes in Orlando. My students and staff were amazed at how well we were treated. Upon returning from our trip we studied the mission statement of Marriott and chose to incorporate the same philosophy with our staff and student government. We were already doing many of the things that Marriott was doing but new that we could improve. Thanks for making a difference in the lives of our youth. That week is still discussed amongst the youth at my high school. They appreciate the fact that the Grande Lakes were concerned about there welfare as well. All too often the youth are overlooked. Marriott is an amazing hotel chain
Posted by: Don Skaggs | 02/01/2007 at 02:54 PM
I love hearing stories like this. Thanks for sharing Bill.
Posted by: Johnny Chan | 01/30/2007 at 11:04 AM
Mr. Marriott,
Your blog is an excellent customer relations initiative for you and your staff.
My wife and I have been very loyal Marriott customers for many years now. The product is excellent and the people are dedicated. I would be hard pressed to find something to complain about.
We just returned from our fifth stay at the Frenchmen's Reef facility at St. Thomas, USVI. The visit was fantastic. However, sadly it may be our last. I was on the website to book next year's reservation and I was appalled at the price for the cheapest room, $378. I assumed that by not waiting, I would get one of the cheaper rates. This rate is slightly less than the Ritz at Red Hook.
Your substantial increases in the prices for this property are simply pricing us out of the market. While there is not another hotel property with the total package like Frenchman's offers, we will be forced to take our business to another option in St. Thomas.
For corporate Marriott losing our business at Frenchman's means little or nothing, to us it is really disappointing. Sadly, we will miss all that it offers, especially the people. They all know us and it is like family.
I appreciate the opportunity to share my thoughts. Don't assume that we are no longer loyal to Marriott. We will continue to use your properties in the US when we travel.
Thanks, Charlie
Posted by: Charles Williams | 01/30/2007 at 09:29 AM
And while the AstroTurf story is a wonderful one indeed, I have to thank you for making the right decision on the Marriott Marquis! This is one of my favourite Marriott properties. As a native of the New York Metro area, I remember all too well how miserable Times Square used to be and it is thanks to you and others who invested in a dream of rebuilding the area that has made it such a family safe place to be in the heart of the world's best city. Now when I come home to NY, the Marquis is my place of choice.
My husband is also Platinum Preferred and with the amount of traveling he does, it is so nice to know that he always has a comfortable haven when away from home. My daughter and I recently spent a week in London and we did not want for anything while staying at London Marriott Hotel Marble Arch. What a terrific treat.
Thank you for all you do!
Posted by: Tracy Lee Carroll | 01/30/2007 at 06:23 AM
I am wondering how you feel about the automation of services in hotels. I recently visited another brand and they had an automated system of checking in and even a computer to find the places of interest. Do you think that this takes away the personalization that is so important to the traveler. and what is received at the Marriott. I realized that we all strive to move forward but I believe that taking away the desk with a real person there is taking away from a great travel experience. I am looking forward to hearing the Marriott view on this subject.
Thank you
Posted by: dee | 01/30/2007 at 04:45 AM
Have you ever thought of adding background music to your blog? I had Live 365 playing (an internet radio station) while listening to you speak. It was quite complementary! (Bill Marriot and the ______ Acapella Choir..I can see it now!)
Posted by: Janet Sinclair | 01/30/2007 at 01:15 AM
Thanks for the story.
Posted by: Ken | 01/30/2007 at 12:22 AM
Bill,
Keep up the nice work on your blog. I am Marriott Platinum Elite. Here is a funny story that happened in one of your hotels last week that I posted on my blog.
I Left My Heart in San Francisco and I Left My Pants????
January 26th, 2007
At this point in my career I am not sure how many business trips I have taken, but I can assure you it is hundreds! During that time I have had everything happen to me that I thought was possible - what I am here to tell you is that is untrue. Earlier this week I flew on a two day business trip that started Sunday night flying to Greensboro, NC. I would be spending about half the day on Monday there before I flew to Pittsburgh with a colleague to meet one of our strategic clients.
Tuesday morning I woke up and the start of the day wasn't unusual at all. Yes it was snowing out, but being on the East Coast in January, you come to expect that. As I was getting ready to get dressed I went into the closet to pull out my suit and much to my surprise I found only the jacket€”no pants! Yes that is right: no pants to a new charcoal gray suit that I only wore once. A few thoughts went through my mind:
What am I going to do?
The stores aren't open this early!
Is someone playing a joke on me?
And of course-
WHERE ARE MY PANTS!
I quickly thought that perhaps they either fell off the hanger at my house or in the hotel the previous night. I called the Greensboro Airport Marriott hotel and spoke to Denise in housekeeping, who was VERY, VERY sweet and never laughed as I told my story. My request was simple: could you please go up to room 657 and look in the closet and see if my charcoal gray pants are there? Ten minutes later I got a voicemail message that my pants were found and on their way back to Dallas!
Business travel can be lots of fun - thankfully this one had a happy ending.
Time for you to share your funny stories! I look forward to hearing from you.
P.S. - I want to send a personal thank you to Denise and John ******** who is the hotel manager who also was kind enough to call me back. Once again the Marriott hotel exceeded my expectations and had terrific customer service.
P.P.S. - If you were wondering if I wore pants that day, the answer is yes, the same suit I wore on Monday.
Posted by: Merrill Dubrow | 01/29/2007 at 10:50 PM
I saw you've built the NY-hotel as well ;-)It sure looks great. Thanks for sharing the story.
Posted by: mc pvc | 01/29/2007 at 09:10 PM
Unrelated to Astroturf, but I heard your Corner Office interview on NPR, where you discussed the Marriott future vision and the concept of the Great Room lobby as being a place for meeting and interacting.
I don't know if it was one of your test properties, but your Courtyard in North Wales, PA VERY clearly conveys that sense. With large, open seating areas and a fireplace, it was quite an inviting place to spend time -- rather than holing-up inside the room. If this foretells the direction you're going, I'm sure it will be a great hit.
Posted by: Rich Tullos | 01/29/2007 at 12:45 PM
Thanks for the astro-turf story. Puts it all into perspective! I want to thank you and your staff at your properties for being the greatest! When I stay at a Marriott property it truly feels like I am home. I also want to thank you for creating the Platinum Premier level. I have been so pampered and taken care of I have sometimes felt guilty! My wife, son and I just stayed for a week end at the Prague Marriott and it was one of best stays We have ever had. Thank you so much for your awesome company!
Posted by: Mark Holmes | 01/29/2007 at 10:46 AM