Over the past few months, I have blogged quite a bit about Marriott's Spirit To Serve Our Communities. I have talked about what we are doing to help protect our environment and conserve energy, and I have discussed how we create jobs and opportunities for people with disabilities and those in need. I feel it's our company's duty as a good corporate citizen. But we've also found that doing the right thing adds to the bottom line.
This is a very special week for us here at Marriott. It's our Associate Appreciation Week when we thank our wonderful associates for all their hard work throughout the year. My favorite part of this week is what we call our Spirit To Serve Our Communities Day. Our associates are given a half day off to participate in an activity of their choice to help better their communities.
This year, some of our associates will be working with Habitat for Humanity building homes. Others will be participating in park or river clean-ups, while others will be working with local food banks. Our associates really get creative with the ways they give back to their communities and I think that's a great thing to see.
As for me, I'm going to the Washington, D.C. Central Kitchen. I get really excited about spending my day down there. It takes me back to my roots of working in the kitchen when I was in college. Not only do I get to help serve up some food, but I get to interact with some aspiring chefs.
We're going to be holding a contest for the students in the Culinary Job Training program at the D.C. Central Kitchen. This program helps unemployed or homeless adults prepare for careers in the food service industry. The students will be divided up into teams. They'll be given the recipe for apple pie from our old Hot Shoppes cookbook. The team creating the tastiest, most unique variation to our original recipe will win the prize. This is exciting for me because I am one of the judges, so I get to taste all the entries!
The winning team will get to take a limo ride over to the JW Marriott hotel in Washington, where they will have lunch in the hotel's private dining room and take a culinary tour of the hotel. We hope one day some of these aspiring chefs will work in one of our Marriott hotels.
While I'm very excited about all of the great things we have going on for Spirit To Serve Our Communities Day, we don't stop there. This isn't just a one day effort for us. Around the world, our hotels and their associates are constantly working to better their communities. These year-round combined efforts help Marriott leave a lasting footprint in communities around the world.
I'm Bill Marriott and thanks for helping me keep Marriott on the move.
Hi Bill,
I have stayed at your properties on and off for years and have found this spirit to serve extends across all aspects of your enterprise. I've logged over 200 nights in the past year and I have to say that the staff in all of the properties seem to have the same vision you do for service in the community.
As it is associate appreciation week, I would like to take a minute to recognize the staff at your Austin Courtyard South. The girls (Lucy, Lauren, Sarah & Katie) at the front desk are amazing. Each time I walk past the desk I'm greeted by name and they always seem happy and have a smile on their face. I have continued to stay at this property over the past 3 weeks during my trips to Austin because they have exceeded my expectations and experiences for the way hotel staff should treat customers. I just wanted to make sure that these ladies were recognized for their efforts and superior customer service.
American Airlines has started a program for their frequent flyer members that I think would go very well here at Marriott. They sent little cards to their elite members for the members to give to American Airlines staff members that exceed expectations or continually go above and beyond. These cards are little thank you style cards that they said employees would get recognized for receiving from the elite members. I would certainly use these types of cards, as superior customer service should be recognized and these would be a rather easy way for members to say thanks to the employees at Marriott.
Keep up the good work and thanks for allowing us the ability to interact with you in this way.
Posted by: Brian | 05/29/2007 at 05:17 AM
Mr. Marriott,
I have just returned home from a trip to
Marriott Marco Island. It was an amazing
trip & I'm grateful for your hospitality.
One of the most impressive parts of our visit was to be an eye-witness of
your motto in action. Dozens of
Marriott guests & associates gave back
to the community of Marco Island by volunteering to clean up a local ecologial site.
If that were not enough, I opened the local paper to read that the Marriott Corp. donated $100,000 to the local YMCA.
It is one thing to have a warm & fuzzy motto like spirit to serve. It is an entirely different scenario to see the Marriott family put such a noble quality into action.
At Marriott, you actually practice what
you preach. Keep up the great work.
My best regards for your kindness.
Posted by: Kevin | 05/22/2007 at 09:44 AM
It's great to hear that Marriott does things to give back to the community. Those are some good charities. Keep up the good work!
Posted by: Las Vegas Hotel Deals | 05/21/2007 at 06:21 PM
I love the Marriott philosophy and an owner that cares
Posted by: ralph boisvert | 05/21/2007 at 04:30 PM
Dear Mr. Marriott,
We, the Anderson Family, my Husband Brian, my 2.5 year old daughter Evelyne and I will be embarking next week on a 12 week summer adventure traveling from St. Paul, Minnesota to all the Western United States. Denver, Utah, California, Arizona, Oregon, Seattle, Montana, Idaho, and Nevada. Brian travels for his employer, and the past 2 and 1/2 years he has been away so often from his little Evelyne that this year, with the blessings of his company, we decided to accompany him on his summer work trips. We are planning on staying exclusively at Marriott's across the country because we have come to expect the best service from your hotel's and we appreciate the type of company Marriott exemplyfies. If you would like to follow our adventure, log onto to our blog http://annmarieandersonadvisors.spaces.live.com and see how our trip is going. Possibly your Marketing/PR or Quality Department would like to check in with us from time to time too as we would love to share our experiences with you. All our thanks, and happy travels. Ann Marie Anderson and Family.
Posted by: Ann Marie Anderson | 05/21/2007 at 03:01 PM
Mr. Marriott,
I am not a frequent traveler. I do not have a rewards card for any line of hotels, and I rarely determine where I will stay based on brand loyalty. However, I am a person who cares deeply about quality service, and recognizing those who exemplify it.
Last week, I joined some friends to sail down the Chesapeake Bay, and then offshore to New York City. It was my first time sailing offshore, and it was a harrowing journey. We faced winds and seas that increased with each day, so we were exhausted when we reached Manhattan. We stated at a marina in Jersey City on Friday night, and ventured into Manhattan to get our rental car on Saturday morning. We were lost, tired and weary, carrying all of our crew bags, when we came across Jean working at the Marriot entrance on the West Side Highway.
We asked Jean if he happened to know where the Hertz office was located. We knew we were close, but didn't know the exact location. Seeing our fatigue, Jean took our bags and put them in a safe place. He gave us explicit directions, and offered to hold the bags until we returned with the rental car. Upon our return 20 minutes later, Jean inquired of our plans. When he heard that we were plannig to pay our respects at Ground Zero, Jean offered to keep our car for 20 minutes, so that we would not have to deal with the trials and tribulations of driving and parking in Manhattan. We graciously accepted, and followed Jean's directions to Ground Zero, which routed us around the construction labyrinth surrounding the site. Jean also pointed out the most convenient ATM machine, as I hadn't been able to access one since leaving Cape May, several days before.
Upon returning, Jean had completed his day; however, he had left details of our situation with his replacement, and we had our bags and our vehicle underway with no hassles.
We were not Marriott guests. We are not VIPs at Marriott when we do stay. We were strangers in need, and that need was recognized and met by Jean. That kind of service is rare, and should be rewarded. Marriott as a company, and New York as a city, would do well to learn from, and emulate, this man's attention to detail. His committement to quality service goes beyond the lip service paid in managerial meetings, and is clearly a value instilled to the core. I would imagine that any guest who encounters Jean could verify this fact.
I would like to send a more formal letter, recognizing Jean for his efforts. What would be the best avenue for accomplishing this goal?
Sincerely,
John Behen
Posted by: John Behen | 05/21/2007 at 08:28 AM
I never knew companies did these kinds of thing. Go, Marriott!!!
Companies in Belgium should do this as well!
Posted by: mcpvc | 05/21/2007 at 03:53 AM
Bill,
I believe Marriott hotels do a great job for the most part there is always an exception or two. And I like the way Marriott thought outside the box by going smoke free. I applaud this decision. What I would like to see as far as rewards and recognition are concerned is MVCI owners being compensated a little more from the Marriott Rewards program. I think the ultimate compliment to Marriott is to purchase a Vacation Club property which I have two. But I would like to be rewarded maybe a little better than just the casual hotel visitor. Maybe be granted Gold status for being an owner. Or something along those lines. Just a comment to mull over.
Posted by: Jerry | 05/19/2007 at 07:33 AM
I suggest flying all your Hotel's flag at half mast. This will honor our men and women killed in the war. It will also send a message to stop this war, now.
Posted by: Robert C. Lenk | 05/19/2007 at 02:23 AM
Hi Bill,
It was nice to read the message from you for your customer-service during the company's 80th anniversary. Being a investor of your company, I have been also closely watching the growth and expansion of the company (with recent raise of the quarterly dividend, as one of the major moves, I believe) for some time.
Anyway, recently I am planning to organize a social event (my daughter's birthday) in one of your hotels in NY. (Although, previously I have worked with some of your competitors, other international hotels in the market and hosted events), But, this time, I have selected Marriott due to one of the prominent reasons among many. Highest rating on 'Customer-Satisfaction' by the survey from University of Michigan - prompted me to work with your hotel.
I am trying to work with one of the sales-managers in this regard, but, I feel, "I am having very hard time" to work with her (the manager) of that particular location due to various reasons (one of them, I believe, is the lack of knowledge of client-relationship-management along with communication). I believe, customer-satisfaction is always the highest priority of your business to achieve competitive advantage in the industry. So, I am not sure, how to proceed further to achieve my goal (of organizing the event) as well as provide business-value to your organization.
It will be great, if you or some one of higher official can provide me any assistance/feedback/suggestions on this, so that, we can proceed further.
Thank you for your time and effort.
I hope to working with your firm with a better approach.
Sincerely,
Paul
Posted by: Paul | 05/18/2007 at 05:35 AM
This is a request more than a comment. I recently retired and have been a loyal customer of Marriott. My travels has lessoned but my choice of hotels have not. I would like to have Marriott allow its members to retain there level (Gold)or above that they have attened over the years thru their retirement years. This would be a real thank you for the loyality that we have shown you. Just a thought!
Posted by: kenny | 05/17/2007 at 03:01 AM
I would like to see some way to reach platinum status based on dollars spent or meetings held rather than simply nights stayed. While I have reached it for the past two years, it seems sad to see some folks reach it who may have stayed at very inexpensive hotels vs 75 nights at a higher priced JW Marriott. It would seem reasonable to have some amalgamation of dollars spent, meetings held at Marriotts or nights stayed instead of an all or none determination.
I love the service at Marriotts and love the new bedding and especially love the non-smoking policy!
Posted by: Joel Schlessinger | 05/16/2007 at 03:25 PM
In respectfu regard s to the Terms of Use Let's Be Respectful 9. involve commercial activities and/or sales without our prior written consent, such as contests, sweepstakes, solicitation of donations, bartering, advertising or pyramid schemes.
I, as a loyal and satisfied customer of Marriott hotels have also committed myself, as you have to 'Spirit To Serve Our Communities'; to serve those in my Georgia's Leukemia and Lymphoma Society by joining Team In Training (TNT)and trainig for the up and coming Rock 'n' Roll Marathon in San Diego. I recently, stayed at the Marriott Marquis in downtown Atlanta for the Atlanta Inaugral ING Marathon, which was my first-ever endurance run and was very pleased with the ever-so-helpful service that was extended to me, I'm only a Silver Elite member but with my experiences from Worchester, MA to Orlando, FL--I've met no one lesser than above-average in the customer service department with your organization and look foward to more travel and stays with you all. If you have a moment, if you feel moved, please consider my URL and my desire, as well, to lend a helping hand that will touch another one's life. 'One dollar and one mile at a time.'
Posted by: Ed Roberts | 05/16/2007 at 01:48 PM
I have asked the servers about the food served, I never get a proper response. Therefore I left the concierge lounge. Regarding 'Service to Customers' Marriott CAN DO more. Whether on business and/or family vacation, I have chosen Marriott- I have earned the' Platinum Elite 'status for three consecutive years. I have a suggestions that will definitely improve 'Service to ALL Customers'. Some Platinum elite guests are deprived of the FOOD served in the concierge lounge. Food served for breakfast and light dinner MUST have choices for guests who choose to eat vegetarian, do not eat meat/ food with animal derivatives namely cheeses with ENZYME derived from animal source. Few Suggestions: Why not serve entrees and deserts rich in protein made from soy or vegetarian burgers or cheese with ENZYME derived from vegetarian source - give choices to your guest who have earned the 'Platinum Elite' status. Selection of food served in concierge lounge MUST include vegetarian food and the entrée and desert platters must be properly identified as VEGETARIAN AND OR NON-VEGETARIAN for the enjoyment of ALL guests.
Posted by: Mrs. Mohamed Ammar | 05/16/2007 at 08:44 AM
It is a shame your company has forgotten the meaning of hospitality. No Smoking policy is a slap in the face to a long time loyal customer. What's next coffee?
I've switched after 20 years with Marriott to Hilton. It's interesting how their marketing dept. picked up on your mistake. Forgetting that your in the
hospitality business and not the change the world business. Good Luck.
Posted by: mike moumousis | 05/16/2007 at 04:51 AM