I recently went on a short road trip on a Church assignment with my wife Donna to Fredericksburg, Virginia. It's not very far from where I live in Washington, D.C. - about 50 miles. We passed a lot of exits on the highways and I was back in the road warrior mode, like all vacationers and business travelers who travel America's highways.
Like many highways in our country, US I-95 has signs by the road with traveler information about where to eat, gas stations and hotels near every exit. They've got a lot of recognizable signs - like our Marriott brands Fairfield Inn and Courtyard - our competitors too like Hampton Inn or Holiday Inn. It's reassuring to see a familiar name though when you don't know the area. When I saw a sign for our TownePlace Suites in Stafford, Virginia, we pulled off the highway.
I've lived in the Washington area my whole life but I didn't know Stafford. We walked into the hotel and we felt right at home. TownePlace Suites has a new design - it's bright red, my very favorite color, and a lot of beige thrown in. The young woman, Adrienne, at the front desk could not have been friendlier. We came in unannounced, so I know her reaction was genuine.
TownePlace Suites caters to people on long work assignments. The new lobbies have what's called a TowneMap of the neighborhood mounted on the wall. It has magnets on it with nearby restaurants, stores and places to have fun in your spare time. The idea is to help you feel connected to the area. The hotel associates came up with the original recommendations and we try to make them unique to the neighborhood. Guests seem to really enjoy exploring these maps, and they make their own recommendations to our staff on places they've tried, which they've liked.
I think you get the point. I love visiting hotels. In fact, in 2007 I visited over 320 hotels all over the world. And I always appreciate a friendly smile and a warm welcome when I'm traveling.
I'm Bill Marriott and thanks for helping me keep Marriott on the move.
On the Road with TownePlace Suites
I would like to discuss a Marriott franchise, that we would build in China or India. Who should I contact in your organisation? We are in Hong Kong.
Posted by: roger boschman | 02/05/2008 at 07:50 PM
I think it's great for foreigners who may not speak the language but seeing a map like that can help them see what is available around them.
Posted by: Spanish lessons | 02/05/2008 at 06:02 AM
Wow! Mr. Marriott comes to my hometown. I am a travel agent for AAA here in, yes, Fredericksburg, VA and was pleasantly surpised to hear that you were in the area. I am working towards a Hospitality Management degree in hopes of moving from the travel agent field to the hotel industry. Next time your in town, you should stop by the AAA office. You know we are strong Marriott supporters and we'd be more than happy to help you for whatever you might need.
In hopes of someday getting the opportunity to meet you,
Adam
Posted by: Adam Byrd | 01/23/2008 at 07:09 AM
Good to see you're still making those visits! I'm a big believer that it's always important to really know what's going on from the bottom up!
Posted by: Will | 01/20/2008 at 01:33 PM
i read about ur welcome at the towneplace suites and how pleased u were.
being the chairman of the company, im sure ur face is pretty familiar among ur associates. and if not, it should be.
so how genuine was ur welcome after all, i wonder ...
cheers
Posted by: mihir | 01/20/2008 at 03:41 AM
Mr. Marriott, I have been a platinum member now for several years, and I am extremely loyal to the Marriott brand of hotels. I wanted to extend a special thank you to you, as I met my fiancee at one of your hotels, the Minneapolis Airport Marriott. My fiancee is also a platinum member, and she was on business in Minneapolis from Denver, and I was there on business from Connecticut. Being as we met because of our loyalty to the quality of your hotels and the employees, we figured it would only be appropriate if we got married at one of your hotels. Therefore, we are getting married next month at the Wailea Marriott Resort Hotel in Maui. Planning the wedding has been easy, as everyone at the Wailea Marriott has been so accommodating. Thank you again for the fine quality and service of your hotels, as due to that fact, I met my future wife!
Posted by: Shawn Leska | 01/18/2008 at 06:36 AM
I love the road map idea. It is totally ingenious. A very professional and easy way to keep the guest updated concerning what is available in the area. Much like you Mr. Marriott, I too admire excellent service and expect it when I enter a hotel. Being a former hotel employee enhances my judgment capabilities and I know when I'm being served efficiently or not. There is never like visual contact and a warm smile to welcome, not just me, but any guest that enters a hotel. What also makes the difference is truly caring staffs that display smiles generating from the depths of their hearts; smiles that radiate from their respect for their professions and for the guest. Any hotel management and due to its gigantic daily activities can recruit scores of employees for this purpose, but recruiting the proper high caliber people that love the profession is rarely found these days. You see, I personally think that quality is more important than quantity when it comes to hospitality and can sometimes be the reason why you find a hotel functioning more effectively than others. This can mean the difference between employees, for example that will follow up on a guest concerning a complaint to see that he/she is totally satisfied throughout his/her entire stay and an employee that will do exactly the opposite and perform unsympathetically towards the whole situation. Recruiting high caliber staff also can reflect positively on employee relationships with each other and staff atmosphere. Professionalism and courtesy will be maintained within the entire staff body and within the management-staff relationship also. Mr. Marriott I would love for one of your next features to be about the amount of courtesy that should prevail in any Marriott hotel amongst employees and also between management and employees. You see I don't think that courtesy, greetings and a smile are things that should be done only to guests. These things should be exercised by every single staff member towards other colleagues of a hotel regardless if that colleague is an employee or a manager. This can boost team work spirits to sky high levels and power up a lot of positive energy. Share your thoughts with us Mr. Marriott as your thoughts are the produce of a long professional and successful walk in life.
Posted by: Feras Werr | 01/18/2008 at 05:13 AM
Dear MR.Marriott, i would like to tell you that i have appreciated your hotels hospitality for many years.although i would like to say this in person, i know you are busy .Sir, i am a granmother , wife, and homeaker! my specialty is making sure my family has good food, and good sleep.youre hotels are part of that! 1 WOULD LOVE TO INVITE YOU HERE WHERE I LIVE...but, i am not too proud of the way our city has,greeted people.Besides, youre too busy for that!!maybe tonight well go and stay in a marriott!!!and as allways..it will be a good night rest!!May you allways be happy and healthy and may you and your wife be a blessing to others as you have been to me and my family!! thank you for MARRIOTT!!!!
Posted by: lachrisha mae smith | 01/18/2008 at 04:34 AM
Whenever I see a Marriott sign, I feel comfortable. Even if I am not staying at one of your hotels, I know that if I needed to take a break, or even needed assistance of some kind, that's where I would go. Years of experience have caused me to place a great deal of trust with the Marriott name.
Posted by: Hank Mancini | 01/17/2008 at 12:44 AM
That's very nice what TPS has added The Towne Map. I think it would be great if used the Towne Map idea at all the Marriott brands .
Posted by: mtben228 | 01/16/2008 at 11:08 PM
Mr. Marriott,
Very few times one encounters a person of your hierarchy making sure that his products delivers at least the same quality as when you introduced your product.
I read most of your experiences visiting the different Marriotts.
I can only say that for the past 2 years wherever I go, my first place I check for my stay is a Marriott. Why??? I have lived in Las Vegas for the past 10 years. We love So. California. Thus, we visit the area 3 or 4 times a year. We have always stayed at The Ritz Carlton until one day (2 years ago). We called and we could not book a reservation. We ended up staying in a Residence Inn. The price?? less that half of what we used to pay for a room a the Ritz Carlton. My husband and my little girl (at that time 7 years old) were so plesed with everything!!, the front desk person, the room with plasma TV, delicious breakfast (included in the price). What else can I say??? everything was so unreal for the price.
Last year we visited Peru for Easter. We did stay at the JW Marriott in Lima and at the Libertador in Cusco (I hope you had the opportunity to visit those cities...wonderful and unique!!).
Also, this past summer we visited Germany, Poland, Austria, Hungary....guess where we stayed?? yes, you are right at the Marriotts Hotels.
Thank you indeed for being so careful about keeping the utmost quality in your company regardless of what hotel category we are talking about!!
By the way, if you and your wife ever wish to visit Peru and feel one of the 8 wonders of the world Machu Pichu in Cusco, Peru, please let me know. I would be very happy to show you my country.
Yours truly,
Lucero Zapata-Paez
Posted by: Lucero Zapata-Paez | 01/16/2008 at 04:57 PM
I enjoy staying in your hotels. we have been staying in your hotels as for back as i can remember. your Dallas hotels are the top of the heap. Best to you and staff in o8.love lexingdon, ky outlay
Posted by: Everett Musick | 01/16/2008 at 02:30 PM
Mr. Marriott,
As a platinum for over a decade when I see the Marriott sign, particularly in a new city, my comfort level esclates. I know, mostly, what to expect. A friendly reception in most Marriott prperties goes a long way make the excellent first impression and lower travel stress, particularly in a foreign country.
Syed
Posted by: syed naqvi | 01/16/2008 at 08:48 AM
Just a few suggestions. I love the chain, and you're right, the amenities are great and geared towards long term stay. However, the "bulk discounts" don't really show up. The nightly cost is the same for one night than if you stay for a week or longer. You end up needing to negotiate a special deal with the management for a longer stay. Also, as a Rewards member, you should change the points to be the same as other chains at 10 pts/$ and not just 5. Otherwise, this is a great chain. Keep up the great work.
Posted by: Josh Lee | 01/16/2008 at 08:24 AM