It was my father who coined the phrase, "Take care of the associates, and they'll take good care of the guests, and the guests will come back." Most people might think that only means customer service, but it really is the mindset of how we do business. Let's talk about safety and security.
We know that feeling safe and secure at hotels is a major priority for those of us who travel. We all take it very seriously. Marriott was recently recognized as having "world class status" when it comes to safety and security. That's because we have implemented best practices and processes as measured by the American National Standards Institute in its safety provisions. We are the only hotel company to be so honored.
The evaluation is actually done by a third party. We scored extremely well in every category, including the level of our employees' participation. Our associates know we value their safety and security. We do our best to provide them with a safe and secure workplace and give them training. In turn, they instinctively make it a priority when taking care of our guests.
For example, every property has an emergency response plan. While there is some overlap, each hotel's plan is unique and different. Hotels in hurricane zones will have an emergency response that differs from a hotel in an earthquake zone.
Planning really came in handy when hurricane Wilma struck Cancun. We had to evacuate three resorts, and care for our guests at another location. And ultimately, we chartered jets to fly them out.
While hurricane Wilma is an extreme example of ensuring the safety of our guests and associates, we do many other things, like performing audits of hotel safety procedures. Our safety experts also work closely with our architecture and construction department when managed hotels are being built or renovated.
We also do something that's pretty unusual for our industry. When we ask for your feedback after you stay with us, we have questions related to safety and security. They are included in the guest satisfaction scores we compile for every hotel and the results are updated every Friday electronically.
I know this is an important topic and concern for our guests. I'll be blogging about safety and security again in the future.
I'm Bill Marriott and thanks for helping me keep Marriott on the move.
My family and I just returned from vacationing in Tennesse and stayed at a Fairfield in Mt.Vernon, Illinois on the route to our destination. We were impressed with the cleanliness of the hotel and especially enjoyed the continental breakfast. Better than any others we had on our trip. After arriving at our next hotel in Nashville I realized I had left a make-up mirror that sticks to the bathroom mirror. I was lost without it for the rest of our trip. I called when we got home and they had recovered it from our room and promptly sent it out to me at no charge. Our last evening of the trip was spent in a Fairfield at Columbia, Missouri. My husband is an early riser and was speaking with the woman at the front desk about 4:45 the next morning and asked when the breakfast would be ready. She was kind enough to ask when he wanted it ready and he wanted to be on the road by 5:30. She had it ready for us by 5:00 with a smile. She went out of her way to do this for us. Your hotels that we stayed at were very clean and we would definitely use Fairfield Inn's again and pass the information on to our friends and family. Thank-you
Posted by: Joanne Weeks | 07/11/2007 at 07:43 AM
I have always felt totally safe in Marriott properties and when I was a Marriott employee (of the Brighton Gardens Assisted Living chain), that care and caution was very much present for the employees, too! While I'm commenting, I think it's disgraceful that there are people replying to your blog entry with advertisements for their own products! For shame!
Posted by: Matt | 07/09/2007 at 12:48 PM
I recently stayed at the Fairfield Inn near Universal Studios Florida in Orlando. I stepped out of the breakfast room with only one couple and the attendant present. when I stepped back in it was gone. The attendant said No one told her anything What that means, I don't know. When I mentioned the loss to the front desk, they said to check back later and maybe i will be turned in (Despite the fact anyone that may have picked it up to turn in would have to walk directly by the front desk to go anywhere else. They had to be prodded to bother to look at the security tape, and did nothing when the attendent mentioned she remembered the other couple as the woman was also Russian. I felt on my own.
Posted by: John | 06/27/2007 at 08:54 AM
Dear Bill,
There is a serious safety concern at the Marriott World Center in Orlando, Fl. We stayed there last week and I am concerned that there was no information on how to contact the parking shuttle in the off hours, which I now know are between 11pm and 7am. I was alone, returning from taking my husband to the airport at 6am,and had to walk around construction, in the road, no sidewalks, to return to the hotel.
Posted by: Debbie Stottlemyer | 06/26/2007 at 04:00 AM
I was in the Minneapolis West Marriott last year as a tornado approached the area. I was napping at the time and was jolted from bed with the tornado sirens and warnings over a public address system. I heeded those and retreated to a nearby stairwell.
The warning was just that, and no damage was done - but it was good to know they were watching out for us.
Posted by: Pat | 06/25/2007 at 03:09 AM
Not long ago, I stayed in Sydney Marriott Hotel(in College st.) with my parents for 3 days. The staff there were kind and ready to do anything for us. The most impressive thing is, once they knew my name, the next time they could say it without looking up the computer. Bravo!
Posted by: Lu | 06/24/2007 at 11:35 PM
Whether your business sells products or services, the old adage, safety first definitely applies. Similar to Marriott (and kudos BTW) we take customer safety very seriously at SNG and will not sell or promote any products deemed unsafe to the consumer. Federal Regulation always helps but usually moves very slowly; especially in this industry.
Posted by: Sports Supplements Guru | 06/23/2007 at 07:56 PM
I recently stayed at the Ashbourne Marriott outside Dublin, Ireland and noticed an issue that may affect security. Numerous times our key card did not work for our room. When we went downstairs to have it re-programmed, they were immediately helpful and re-programmed the card, however, there was no verification process to assure that we asked for the right room number. This could lead to a security issue if I would ask for a room number other than my own.
Posted by: Kathleen | 06/23/2007 at 03:39 PM
Safety and security are something that I take for granted at Marriott hotels. That in itself is a compliment to Marriott! I have stayed at nearly 200 different Marriott properties and have never once felt unsafe in any way.
Posted by: Hank Mancini | 06/21/2007 at 11:14 AM
I recently stayed at the renovated Washington Marriott on 22nd Street two weeks ago and found no safety or grab bar in the shower. I was told by management that this item was not in the budget. Any thoughts on this issue ?
Posted by: Eric Rode | 06/21/2007 at 04:39 AM
Dear Bill,
I appreciate your attention to the concern many of us have, of safety while way from home. I would like to suggest that you expand this concern and allow me to offer a suggestion. It may seem self serving, but I believe in what I share here with you.
Consider the added health aspect of safety as it applies to Marriott patrons and offer them a Wellness Shower filtration and enhancement system (www.WellnessShower.com) for bathing away from home.
It would please me to be able to demonstrate this system to you, at your convenience. Please contact me via reply email.
Wayne J. Jespersen
Posted by: Wayne Jespersen | 06/21/2007 at 04:07 AM
I just cannot believe you haven't yet blogged about the Marriott/Schrager partnership. That would have been a perfect use for this blog.
Posted by: Paco | 06/20/2007 at 02:49 PM