I've told you how my mother and father built a root beer stand into a chain of restaurants called the Hot Shoppes. I remember how my folks would often say, "Treat your employees well, and they'll treat the customers well, and they'll come back, again and again."
One day, at my dad's restaurant, the cook didn't show up for work. The lady who was filling up the root beer mugs didn't show up either. My father had a real problem. At that point, he realized that job number one was to take care of his people. So, when they were sick, he visited them in the hospital. When they got in trouble, he got them out of trouble - wherever they were - and brought them back to work. And when they wanted to talk to him about their problems, he made time for them and listened. He even bought a car and a driver to take our people to funerals.
It was back then - some 70 years ago - my dad created the first health care system in our industry when he hired a full time doctor and put him on the payroll to take care of his employees. It was during the Depression. No one had healthcare then and few could afford it. A few years later, he even hired a surgeon.
Today, we're still looking for innovative ways to keep our people healthy and working. It's not always easy because people often put their health on hold. With the help of medical experts, we reach out and help our associates understand how their health might be at risk. They may have high cholesterol or they might smoke. We help get them to the doctor, on medication if they need it, and we help them live a healthier lifestyle. They can even get a healthcare coach, because it's not easy to make lifestyle changes.
This year, most of our associates in this country who are in our medical plans will not have to pay anything for their annual checkup and preventive care tests, like mammograms, prostate tests, and cancer and heart screenings. Soon, our goal would be that all of our health plans will make preventive care free. We're also making it easier for many of our associates with chronic conditions to afford prescription drugs by reducing the associates' costs.
In Asia, we bring medical clinics to our hotels. Associates and their families in the Caribbean have access to the doctors who work at our hotels and resorts, including free checkups. And in India, our associates receive medical benefits higher than the government standards.
To help associates lead a healthier lifestyle, our hotels often make their fitness centers available to our associates in off hours.
It's a win-win situation. We make healthcare more affordable and accessible - especially for our at-risk associates. They show up for work regularly and they're more productive. It's better for them, it's good for our customers, it's great for our business.
I'm Bill Marriott and thanks for helping me keep Marriott on the move.
Mr. Marriott- thank you so much for your committment to the health of your employees and the organization. As a long time Marriott customer I want especially to thank you for your no smoking policy in all the hotels. It has made it easier(as someone with asthma) to breathe easier in all your hotels. I always choose Marriott now especially for this policy. A suggestion for the future: please go green with your cleaning supplies and make them non-toxic using natural products such as vinegar and baking soda. this will make Marriott an even better place to stay!!
thanks again,
SC
Posted by: Sandra Crowe | 10/31/2007 at 02:08 PM
I love the way you have managed to keep sincere and down-to-earth although you are CEO of a large organization. I think it is both admirable and respectable!
I agree 110% about treating employees with respect and like they are assets & human beings- rather than numbers on a time card slip. So many employers have not learned the simplicity of (such as you stated above) Treat your employees well, and they'll treat the customers well, and they'll come back, again and again.
Happy employees = happy customers.
Many blessings to you & your family!
Posted by: Rhonda S. | 05/14/2007 at 02:48 PM
Dear Mr. Marriott:
Thanks. I must compliment you on keeping the vision of your father so actively alive in a multinational corporation that rises to the challenges of change when climbing to higher heights. The demonstration of "I Care" for all facets of your employees, surely will continue to be the corporate beacon that trailblazes a path in this dynamic globalized world. I also commend you on Marriott's involvement in the community. An experience with Marriott has inspired my daughter to undertake a project on childhood Autism in the Washington/Maryland/Virginia area schools for her International Baccalaureate (IB) program. We both look forward to Marriott's future exciting initiatives, and we enjoy helping keep Marriott on the move.
Juliette Adams
Posted by: Juliette Adams | 05/06/2007 at 10:18 PM
Welcome to the world of blogging. This way we feel we are closer to the Marriott's and hope to see regular updates from Marriott.
Posted by: Platinum Guest | 05/04/2007 at 04:04 PM
It is inspirational learning about how your family began in business as a root beer stand at 14th St. called The Hot Shoppe in Washington, a href=http://www.makegamegold.com/defautlt.asp?cateid=6wow gold/aDC, and over the years has grown small venture into one of the most respected in the hotel / hospitality business. It was also refreshing to learn how your dad believed in the health and welfare of his employees and backed it up in deeds by providing health care benefits long before it was fashionable, not to mention during a very difficult time. That we may share some commonality of interest, even in a peripheral way, is another reason for writing you. For starters, my wife and I have a fondness for Marriott Hotels whenever we can afford to travel and we appreciate how well managed and immaculately clean they are. But I also remember fondly eating hamburgers and fries at the Hot Shoppes in Arlington, Virginia, when I was a student and a brother of Sigma Chi at the George Washington University. Those are memories I shall never forget. All the very best and God bless.
Posted by: treadmill | 05/04/2007 at 01:46 AM
Great blog, really!!
Posted by: Christian | 05/03/2007 at 11:12 PM
Mr Marriott I am very happy know you provide health plan to your employees make mandatory in your franchisee agreement so theier employees can benefit
Posted by: Nagin Patel | 05/03/2007 at 01:06 PM
Dear Mr. Marriott, My husband has been teaching for 33yrs, my daughter & son-inlaw are teachers and I don't understand why there isn't a special discount on hotel rates for them. Government employees/military rate is lower then AAA and I am asking for you to be the first to offer the government rate to Teachers.My husband works in an inner city school that is like a battle zone.He has had a teacher die in his arms from being stabbed, been punched, kicked, spit on,threaten and verbal abuse for years.He is a professional and after 33 yrs of teaching he worn out, but can't afford to leave his job. My daughter & son-inlaw have 3 children and living on one Teacher salary so she can stay home with the children. They want to go away for a few days and stay at a hotel on the beach (South Florida) and can't afford the rooms. When we see that government employees get a lower discount we question why?What did they do to deserve that type of consideration? My son-inlaw spent 4 years in the military and can't get the Military rate.
If you could think about this and mention it to your peers maybe something good will happen to give our Teachers the feeling people care. They deserve some special benefits for all the hard work they do. Thank you for your time and I hope you understand. When my children were small we had the most fun spending a few days at a hotel and enjoying the pool.It was all we could afford, but that is now what my daughter wants to do for her children. Keep things simple. They don't need Disney World to have fun (can't afford it anyway).
Thank you
S. Watson
Posted by: S. Watson | 05/03/2007 at 07:40 AM
It is inspirational learning about how your family began in business as a root beer stand at 14th St. called "The Hot Shoppe" in Washington, DC, and over the years has grown small venture into one of the most respected in the hotel / hospitality business. It was also refreshing to learn how your dad believed in the health and welfare of his employees and backed it up in deeds by providing health care benefits long before it was fashionable, not to mention during a very difficult time. That we may share some commonality of interest, even in a peripheral way, is another reason for writing you. For starters, my wife and I have a fondness for Marriott Hotels whenever we can afford to travel and we appreciate how well managed and immaculately clean they are. But I also remember fondly eating hamburgers and fries at the Hot Shoppes in Arlington, Virginia, when I was a student and a brother of Sigma Chi at the George Washington University. Those are memories I shall never forget. All the very best and God bless.
Posted by: Ronald M. Clancy | 05/03/2007 at 05:35 AM
Mr Marriot, It is great that you realize the value of taking care of your employees. I am a frequent government traveler (Platinum) and when I have accomodations with a Marriot property I am treated very well but it seems the resevation process could provide some extra care for frequent travelers in the reservation area. At times it seems that government travelers are left out of consideration. All too frequently the results of attempts to find accomodations at government rates are nothing available. For some destinations (DC) this is consistently the result, unless you want to stay in Maryland or some other remote location. Thanks for giving me this opportunity to provide feedback.
Posted by: Tim Province | 05/02/2007 at 05:01 AM