From the time when I was a young boy, my father was always very concerned that I would learn how to work. I was born with a silver spoon in my mouth. Our family had a little bit of money when I was growing up and I didn't need to work, but my father soon fixed that.
So, I did chores around the house and mowed the lawn, swept the driveway, washed the cars and cleaned out the basement. And when it wasn't done right, I was sent back to do it again. I spent a lot of time in that basement trying to get it right.
Grandchildren are coming along now and my children are all grown and working in the business. My children started out working in the old Roy Rogers restaurants and Farrell's restaurants. They started in the kitchen - my three sons all started cooking French fries and hamburgers and working on the grill. My daughter started out at the front desk at the Key Bridge hotel working there checking people in and checking people out, and she later worked in Dallas one summer. So all my kids have been active in the business, making their way up from the bottom, and I'm watching my grandchildren now do the same thing.
I had a grandson who spent his summer working in one of our hotels. He went through all the disciplines. He worked in housekeeping, he worked in engineering, he worked the front desk, he worked the concierge, he worked the club floor, he did everything any trainee there would do and had a great time doing it. And last summer he worked in banquet/event management at one of our big hotels in Washington, D.C. helping take care of the customers and had a first-hand experience of what it's like to have a problem and solve it.
My younger grandchildren have been working at an IGA store in New Hampshire, close to our summer home, bagging groceries and carrying them out to the car. So they really learned how to satisfy customers. Most of the time they didn't get a tip - every now and then they got a quarter for carrying the bags out, and that was a big deal. They're good, hard workers.
I've got the littlest members of our family working as well. I picked up my son to bring him home and his sons Andrew and Jack, the two boys, were upstairs cleaning the bathroom under their mother's direction. And then they were cleaning their rooms and vacuuming the carpet. Jack had the toilet duty and Andrew had the vacuuming and the carpet. I guess when you're little you do the toilets and your older brother does the carpets. But it's really important to teach your kids how to work because work is what makes the American dreams come true.
This is Bill Marriott, thank you for helping me keep Marriott on the move.
The Importance of Working Hard and Doing Chores
Thank you Mr. Marriott for setting a good example to the new generations to come ,but one more things i can add is the key to this topic is whatever good you do, it will always come back to you in a fruitful way.I have been raised in an average family but my parents brought me up in a very disciplined way. I do my things and work hard to achieve my dreams. And yes we do experience tough times but days goes by we seem to acheieve what we have done...And we never regret the hardwork that we have . Hope we always share this to everyone especially to the young ones and the to all the youth who wants to have a better life in the future.Thank you so much!!!
Posted by: Lalay | 10/18/2007 at 07:56 AM
Dear Bill Marriott,
I recently read your story,and i wanted to ask you the following question.
I recently graduated from High School and i've been to a lot of hotels in Orlando,FL to get job applications for the Front Desk or Customer Service.Although i donnot have any job experience,i would like to have that opportunity since you have a good experience in everything that involves hotels your advice would be of a valuable help.How can i then get a job opportunity?
ATT.
SOFIA
P.S.-Thanks for the time to read this.
Posted by: SOFIA | 10/03/2007 at 05:50 AM
Mr. Marriott this afternoon I read your blog about doing chores and working hard.In April 2007 I wrote you a letter and told you that I want to own a hotel,and asked you questions about your hotels.Thankyou for writing me back and saying NEVER LET GO OF YOUR DREAMS. What you told me hit me in the heart, because you took the time to write to a 12 year old kid who wants to be like you when he is older.Working hard means alot to me, doing chores is not that hard if you do them correctly the first time but if you don't do them correctly the first time the chore gets harder and harder.When I think of the name Marriott I think of hard work, because it is alot of hard work owning one hotel,and it must be very hard owning 2,900 hotels.If people are hard workers they can get someware in their lives.Do you advise people to get as much education as they can? I would like to work at the Torrance Marriott.Do you have to be 16 or 18 years old to work there? I live 5 minutes away from the Torrance Marriott and I would to work there. I really like your Spirit To Serve!
Posted by: Collin G. Marsaw | 09/15/2007 at 01:19 PM
Mr. Marriott, I just browsed your blog this morning. You are right about about building a work ethic at a young age. I taught a class for high school kids this summer on communication skills. They had to prepare presentations and stand up to give them. You might have thought I was asking them to pave over the Grand Canyon. But I was working at 15, so I was surprised. They came around and did fine. They all thanked me for stretching their skills. As a corporate trainer, the importance of the What's In It To You for any learner we are coaching is key.
By the way, I see excellent employees and leadership at the dozens of Marriott properties. Wherever I go, I know the Marriott will be flawless or pretty darned close to it.
Posted by: David Broadbent | 09/13/2007 at 05:43 AM
Hello Mr. Marriott,
I wanted to thank you for being such a great example to our youth.I would like to tell you of my family's journey. I first worked for Marriott in Cleveland. I moved around the hotel starting at the front desk, then Consignor and then PBX and then accounts payable.I have since left but a piece of me will always be at the hotel. As our girls turned 16 yrs old ,they were hired at the hotel also.The first two started on PBX . The oldest then went to the front desk, worked sales and then as assistant Comptroller.She has since left to become a Comptroller of another company.It is almost unheard of that a person worked at the same place for 10 years and is only 27 yrs old. The youngest daughter started in the gift shop and then went to the front desk and then to HR. She is 22yrs old and has a 5 yr employment history.She is know in college to be an actress.The middle girl left to work at another hotel and then on to become a Cardiac Stenographer.But all three learned the value of the Spirit to serve.And all three learned the value of good work ethic as they attended high school and college full time as they worked.And were awarded many honors for attendance ,spirit to serve,employee of the month and also employee of the year. They are well rounded young ladies.And Marriott was a big part of that.I would recommend the Marriott for any young person who is interested in learning how to use the Marriott training to better there lives no matter what field of employment they pursue .They are lessons in service that will help them in all aspects of there lives,personal and professional.
The oldest two had there weddings at the Marriott and our guests were so happy with the service and attentivness of all the employees there. My brother made the comment that even though the girls and I no longer work there he could tell that we were well liked.It was like old home days seeing everyone again.I told him that the employees there treated all the guests like family.
I am so happy that the girls and myself were part of your family's vision.Good luck to you and yours, God Bless.
Posted by: Julie Price | 09/11/2007 at 02:59 PM
Bill, what a tribute to family values and a great work ethic. I am sure you have never regretted the lessons learned from Mom and
dad.
At the San Diego Couryard where I often stay, I have witnessed first-hand one of your outstanding associates who exemplifies an always-positive attitude and strong work ethic.
I'm referring to Jamie, a front desk supervisor. What is great is that Jamie's great attitude and helpful ways not only are obvious to guests but were recently recognized by the hotel's management: I noticed last month that Jamie received a very deserved promotion from a front desk clerk to supervisor. Jamie is truly the spirit to serve in person.
When you travel as I do as part of my job, it is reassuring to know that I can walk into a Marriott hotel be greeted warmly and always know what to expect. Jamie exemplifies that attitude.
Jim Engwall
Lifetime Platinum
Posted by: Jim Engwall | 09/11/2007 at 09:14 AM
Bill,
A trip down memory lane to 14th Street in our hometown of D.C. There's your A & W rootbeer store next to Briggs and my father in law Earl Zirnite with him. Yes, those were, in fact, the good old days yet not unlike our generation and hopefully this one too when hard work and a vision resulted in achievement beyond our dreams.
That's the best legacy we can leave for our kids and grandchildren even today. Then the 14th street corridor was the center of our universe which stretched not much futher than Eastern Avenue and Langley Park was where we went to see the cows on the farmland. My great grandfather, Rex Smith built airplanes with the Wright Brothers at College Park and built the airport.....that a bit before even our time. Yours is a testament of meager beginning to vast success and in the process providing for better lives for millions of people of the Marriott family. The agency to which I've recently returned having founded it 44 years ago with the help of hundreds had meager beginnings - four troubled kids housed in a 4th floor attic of an old farmhouse in Rockville - since then 43,000 have had their lives changed for the better in our several shelter and group homes. Like the Marriots, a few became many in our small hotels for which there are seemingly an endless number of needy residents.
It seems to me that we share a kinship of sorts going back to the very early days of our families and by the grace of His Hand we serve the quality of life for so many and our country.
Can't help by miss those early days.
Rex
Posted by: Rex Smith | 09/10/2007 at 07:18 AM
What a wonderful example you have set for your children, grandchildren and certainly it will carry on to your great gradchildren. My son Chris began working at the Overland Park, Ks Marriott as soon as he graduated from high school. He had taken many hospitality and food service courses in school. He started out by working in engineering with his first job of the morning being to police the parking lot and pick up any trash. He never minded any job he did and worked in any and all areas he was asked. Today after 17 years with the Marriott Corporation, he works out of the Corporate office and travels around the country helping to train personnel in new hotels. What an opportunity Marriott has been for him. I am proud not only of him but of the organization that thinks so highly of their employees and rewards the employees on their dedicated work,.
Posted by: Nancy Gibson | 09/10/2007 at 04:11 AM
I agree as well. Teaching children at a young age how to do chores, teachs them a very valuable lesson. Once they become old enough, they know the importance of having a job and what hard work really is. I love to see the younger croud out making a buck, just because it shows me they understand the importance of work in this society. You have to be able to work to make a decent living now-a-days, and its sad to see the people who were raised differently.
Posted by: Jennifer | 09/08/2007 at 10:16 AM
I feel the same way!!! I am the oldest of three and I worked all through highscool as a private teacher after class. I had a few months left before I finished school when I started working at a callcenter.
My brother and sister, well... thats a different story. They are still at school but they have no intention to work any time soon.
I guess it's because when I was growing up we were poorer.
I know one thing, my kids are going to work just like me.
Posted by: Mariana | 09/07/2007 at 04:20 AM
I wanted to tell you of an experience I had while in Alexandria, VA. Everytime I have a problem with Marriott Rewards I am told to call the 800 number on the back of my card. Not this time. I was checking in to the Courtyard south of the Pentagon on Seminary Road. A tall man greeted me as if I was his long lost family. The check in was nothing short of amazing. I was ACKNOWLEDGED as a Silver Elite Member. I am often overlooked when checking in. I had no certificate at check in. John took care of everything. HE called Marriott Rewards and fixed my problem. I even got a courtesy call to welcome me again once I got to my room. He remembered my name and spoke everytime he saw me. I noticed he did that with everyone. I asked how he could reember all those names. He smiled and said"everyone that crosses our door is part of the Marriott family. We always remember family". Thank you to John ******* and his entire team. He is the perfect example for why I choose Marriott.
Posted by: Eric C | 09/05/2007 at 09:37 AM
Nothing has inspired me more than this post, Mr. Marriott. Not only children need to learn to work, but they also need to understand what's involved in working well so they can supervise others later. You have done a marvelous job raising your family and the wonderful thing about that is that your children are doing the same thing with their children. I'm sure their kids will also emulate their parents and that's how wonderful traditions never die. Kudos to you!
Posted by: Anna | 09/05/2007 at 09:34 AM
I feel totally lucky to benefit from the experience of a successful and prosperous businessman as you are Mr. Bill. Thank you for sharing your experiences with the entire global community. Work and labor character that is clothed with humbleness are very important corner stones in our lives. It is fuel that keeps us sane and healthy. In Jordan my country we have many monuments of accomplishments that couldn't have seen the light without man's craftsmanship and his will to work and build. Petra, which was chosen lately to be one of the new ten wonders of the world, is a full city that was carved and built within the solid rock of the mountains by the Nabatean people many thousands of years ago. The ancient Roman ruins in Jerash with their colossal colonnades that still stand mighty and high and that have withstood the grinding agents of time are all clear evidence of work and achievements. Personally your words reminded me of an experience that I went through when I was studying to be a priest in 1993 in Beirut Lebanon. We were back then approximately 60 students from different Arabic nations studying in the seminary. While studying was very much stressed by the head priest we would be given work chores to do. We would be asked to clean the seminary's dining room, living rooms, main lobby and our rooms. At one instance we were asked to descend from our rooms on a Saturday and clean the extra wild grass and weeds that were growing at the grounds of the land surrounding the seminary. Furthermore, the greatest prophets were given back straining jobs to perform. Noah built the amazing Arch with his own hands to save a valuable portion of life for after the flood. It is very noteworthy to always remember what is written in the book of Proverbs in the Holy Bible (Proverb 104 verses 23-24) "Man goes out to his work and to his labor until the evening. O Lord, how manifold are Your works! In wisdom you have made them all. The Earth is full of Your possessions."
Posted by: FERAS WERR | 09/05/2007 at 09:20 AM
YES - I am thankful that my parents set the example of working for me. My father worked hard at his job and at home. My mother was always busy around the house. Kudos to you, Bill Marriott, for continuing to stress the value and joy of working!
Posted by: Hank Mancini | 09/05/2007 at 05:28 AM
I would agree that it is always important to develop and maintain a solid work ethic. While the phrase 'work ethic' is often used, I would go one step beyond, saying that it is dedication that is really the underlying factor. The ability to dedicate oneself to an endeavor is truly a valuable asset from which success seems to follow.
Posted by: William | 09/05/2007 at 05:12 AM
I posted this on your customer care site but was hoping to share this with you...your hardworking staff at the NY Eastside Marriott.....I have stayed at the NY Eastside Marriott from OCT 16 thru AUG24 - almost every week for business - 10 months!! It has become my home away from home due to the outstanding staff and service I have received. The staff is superb - they took care of me - making me feel like one of the family! The treated me with the utmost professionalism, with kindness and enthusiasm. They work so hard but with a sense of dedication and pride of doing a job well done. They should be commended. I will miss them all and will continue to stay at the Marriott in my future travels due to the excellent service and support that was provided to me from the Eastside New York Marriott.
My special friends are: (in no specific order!)
Steve ********
Maghna ******
Diego *********
John *******
Mike *****
Jimmy *******
Lee ***********
Denise ******
Carmen ******
Alma ******
Albert ******
Patrick ****
Paulina *********
Rosario ******
Andres *********
Wade *****
Francis *****
Allan ******
Posted by: Diana Guardiola | 09/05/2007 at 03:30 AM
Fabulous Entry. I began my career in the hospitality industry as a dishwasher at the age of 12. It was a part time job during my summer break. Ultimately that led to being a General Manager for two hotels simultaneously. It was a career I loved.
The biggest problem I see with employees today is that they do not have any job skills when they come to us. So many have never worked and their parents never wanted them to. It is a shame and they are not prepared for what the future will bring them.
Posted by: Andrew Stone | 09/05/2007 at 02:25 AM
Recently I stayed at the Marriott Courtyard Worcester, MA. and thought it would be appropriate to share my experience with the management of this facility.
On my way to the Marriott Courtyard Hotel, I was temporarily lost and unfortunately, ran out of gas approximately two blocks from the hotel (on cell phone conference calls and not paying attention). I called the hotel and spoke with Mr. Howard Gerhardt who provided me with directions and upon learning I was out of gas, drove to my vehicle location, took to me a service station, showed me the location of the hotel and returned me to my car with can of gasoline waiting until he was sure my engine would start.
He didn't have to offer anything exceptional nor did I expect such an offer for assistance. When he offered to help me, he didn't have my Marriott Rewards information based on his quick response and the fact I hadn't disclosed my name; he just knew I would soon be a hotel guest. Yes, after he offered to help me out, he did ask for my name, etc. Because of limited business resources and packed work schedules, most individuals would have responded with the directions and simply provided service station names, towing services or recommended I call AAA.
Later I asked him why he did what he did and his response to the effect was "I'm new to the area and want to make this a better hotel." Not bad.
I travel extensively for my company and believe when any person goes beyond the norm or stands out from others in a positive manner, it should be noted. I've never met this property manager before and have no financial gain in submitting this letter of praise. As a result of his actions and based on availability, I would gladly select the Marriott Courtyard in Worcester when I visit the area again for work related meetings and my daughter's high school diving meets. I will share this story when we have our company meetings and talk about this exceptional and positive experiences that lead to customer loyalty and continued growth. Lastly, when individuals go the extra mile or show they somehow care, it makes me wonder if I've done all that I can where I work and live.
And that in itself is a very good thing when it comes to mankind.
Sincerely,
Richard Tillotson
Posted by: Dick Tillotson | 09/05/2007 at 01:10 AM
My feelings exactly! My dad and grandad did the same with me and now I have a successful career outside the family business. Kudos to you and your family!
Posted by: T.S. Crutchfield | 09/04/2007 at 04:20 PM