I get a lot of cards and letters, but I received one not too long ago that really impressed me. It made me so proud because it exemplifies more than the Marriott culture - this is about the essence of the human spirit. Let me tell you the story:
A few months ago, there was a minor car accident in front of our Renaissance Harborplace Hotel in Baltimore, Maryland when a car struck a parked police paddy wagon. Jimmy Kang, a valet at our hotel, saw the accident occur and immediately ran outside to help.
He saw the driver was in severe medical trauma and had his colleague, Kazeem Adebekun, call for help. Our associates who rushed to the scene realized the man had suffered a massive stroke and they acted quickly. They called 9-1-1, they applied ice packs around his neck and chest and tried to keep him alert until the paramedics arrived. We learned later their rapid response helped save his life and has meant a more complete and successful recovery.
Even after the ambulance took the man away, the hotel staff continued to help in many ways. They stored his car in the valet area, they guarded his valuables for safekeeping until they could locate his family and they sent a very kind get well card to the man while he was in the hospital. They have spoken to his daughter on the phone several times since the accident.
When I received the letter from the man's daughter, I was so touched. She told me how she and her family were moved to tears by the actions of our associates and how it reminded her that there really are good, selfless people out there. I am so proud of everyone who responded to the accident and their incredible demonstration of not only the Marriott Spirit to Serve, but the human spirit as well.
In addition to Jimmy and Kazeem, I would like to recognize Cephas Thomas, David Saunders, Antornette Owens and LaPonda Gettis. Their quick response and desire to serve others helped save a life that day and I, as well as the man's family, am forever grateful to them.
I'm Bill Marriott and thanks for helping me keep Marriott on the move.
The Essence of the Human Spirit
According to my experience, having shuffled around hotels quite a bit in my career, there are two kinds of employees in the hotel business. There are people who are out there for only the salary, and people who have the spirit to serve pumping with every heart beat in their body. Reading the post, it's not hard for anyone to note from what group those noble people were from when they acted the way they did. I understand how proud you are of them Mr. Marriott.
Posted by: spelling programs | 09/20/2010 at 01:40 PM
Dear Mr. Marriott,
I need to tell you about my experience at the Marriott Harbor Beach Ft. Lauderdale Florida. My husband is a contractor that works on your laundry equipment in Atlanta and in Ft. Lauderdale to name a few. He was working with Dan Whelan and staff when he suffered a heart attack and was admitted to Broward county hospital on March 6th and had open heart surgery the next morning. All your staff was expecting my arrival which was at 1 in the morning and helped me find the hospital and my room and helped in any way they could. Cinthya ********* helped me with everything even sitting with me during the days she had off at the hospital in the waiting room. Dan ****** came to the hospital the morning of surgery to wish me and my husband well plus was there prior to my arrival. Mario and Jean from the laundry came to see my husband prior to my arrival so he would not be alone. The housekeeping staff always had a smile and a hug. If anything good can come from the seriousness of this situation it was the support and kindness with no 2nd thought from your wonderful staff. Marc at the reservation desk to David at the desk leading to the garage. Thank you so much for the quality of people you have employed. Victoria LeMaire
Posted by: Victoria LeMaire | 03/18/2008 at 05:33 AM
We recently had the Marriott (India) team at our institute for campus recruitments, and I was delighted when i was offered the programme for sales. The presentation that was made prior to the interviews was really good; it was casual- thats what liked about it most. I have a lot of friends who work in different Marriott hotels in India, and their experience and opinion is a reflection of the company culture. Anyway, back to the point, what I really, really appreciated and liked was the fact that after the results of the interview were announced, the recruitment team invited the whole group to the bar at the hotel adjoining our institute... Indeed, it was a warm and generous gesture, and none of the other hotel companies that have come to our campus have ever done something like this!!! Cheers to the people that make your organization!!!
Posted by: sharmeen | 03/16/2008 at 09:48 PM
That's great to hear. I've been in a few accidents myself and it strikes me at how many people just sit there in their cars or drive away.
It's not the right thing to do. I hope that this story got a big mention in the local newspaper. We hear too much negative, criminal news nowadays, while good deeds like that get ignored. I applaud your staff, they did the cordial thing, as usual.
Posted by: Erin | 03/15/2008 at 04:27 PM
Over the last 20 years I can attest to the way that these associates make your visit like family... Best wishes.
Posted by: Keith Ridley IV | 03/01/2008 at 01:40 PM
I also have found your Marriott people to go above and beyond when it comes to service. In November 2006, my husband and I had to travel to New York City for some training and stayed at several of the Marriott hotels over the course of that week. Most of our time was spent at the Residence Inn, Newark Airport. The staff there was really outstanding, helping us green midwesterners with all the information and help we needed to find our way in the big city of New York. I was particularly impressed one day when I needed to meet my husband in the city for lunch and missed the shuttle bus to get to the airport train station by a whisker. The manager himself got his own vehicle and took me where I needed to go so that I was able to get there on time!! Way above and beyond!
We also stayed at Fairfields in St. Clairsfield, OH and one in south Indianapolis on our way out east and back on that trip, and found both to have great people and wonderful homeyness.
Thanks for emphasizing service so much and finding the right people to provide it. We always try to pick a Marriott first whenever we travel
Posted by: J Hein | 02/29/2008 at 07:40 AM
Mr. Marriott, The response by the Associates at the Renaissance Harbor Place Hotel is indeed an impressive story and deserving of recognition. However, that particular story of the human spirit is not the exception at Marriott brands, but rather a single reflection of Marriott's culture and their Associates with a true Spirit to Serve. Please allow me to take this great opportunity to share further insights with your readers of the Marriott culture and it's exceptional Associates at the Orlando World Center Marriott. It was quite common for the Associates, particularly Loss Prevention, Bellmen, Grounds and others, at the Orlando World Center Marriott to respond off property to the immediate vicinity of the Hotel's entrance on a State Road, to provide immediate assistance to accident victims or motorists in distress. It is without exaggeration or embellishment of any kind to say that the Associates responded to serious vehicle accidents with multiple injuries on numerous occasions over the years. The notification of a vehicle accident on the State road brought an immediate response by Loss Prevention volunteers to assure Emergency Services were in route, to comfort and attend to the accident victims and assist with traffic, while updating the 911 Operator, prior to the arrival of the Orange County Fire/Rescue, County Law Enforcement and State Police. Loss Prevention and Hotel Management would provide any and all assistance required by the Fire Department or Law Enforcement to help the accident victims and provide support to the Emergency Units themselves, even if that only entailed bringing them Ice cold bottled water as they completed the scene. The Marriott culture and the values of the Marriott Associates and their Leaders would settle for anything less. The example of sincere care and the Spirit to Serve was always apparent in everything they did. They talked the talk and walked the walk! This is just one small aspect of a Company that makes me proud to be a retired Associate of Marriott.
Posted by: Bill Lake | 02/29/2008 at 02:25 AM
Hi there,
Well it's about time I thank all those involved in saving my life. I am the person that hit the Paddywagon.
I keep trying to find the proper words to express my THANK YOUto all those involoved.
Do I thank you for packing me in ice which slowed the blood flow to the brain. Do I thank you for standing out in the rain to insure I did remain alert.
I plan on thanking you in person some time this summer. Maybe we can time it when the Red Sox are in town.
As for my progress, I got out of rehab last saturday. I had the stroke Oct 18 07
the first 5 weeks i wasn't able to speak. then slowly i gained my speech (no spell checker)and there was no stoping me.
I now have a more profound understand of GOD all that time had a positive effect.
I'll get to take my grandson fishing when the time is right.
You see you didn't save t life that day you saved a whole family unit. From my mother all the way down to my grandson.
Well it's getting late and I Iv'e been at this for waht seems like quite awhile.
A simple a thank you is all I have to give to you but a more heart felt you'll
never get. Until we meet.
Respectfully,
Paddy Culbert
Posted by: Paddy Culbert | 02/28/2008 at 03:57 PM
WOW! But, not unexpected from Marriott associates! Several years ago, I suffered from a medical issue which was not life threatening, but very serious. The staff at the Novato (CA) Courtyard helped me get the medical attention I needed as well as pack /store my luggage and help me back to the airport when I was released from the hospital. In another incident, a Marriott associate helped me not only find a local doctor but drove me to the clinic and to the pharmacy to fill perscriptions. AND - followed up with a phone call a few days later.
All of us that travel regularly have some of these stories, but it is so nice when total strangers help struggling travelers! CONGRATS to the Team at Harborplace - you guys are the ones that our loved ones entrust all of us business travelers to!
Posted by: Beth Stallings | 02/28/2008 at 03:00 PM
Dear Mr. Marriott,
According to my experience, having shuffled around hotels quite a bit in my career, there are two kinds of employees in the hotel business. There are people who are out there for only the salary, and people who have the spirit to serve pumping with every heart beat in their body. Reading the post, it's not hard for anyone to note from what group those noble people were from when they acted the way they did. I understand how proud you are of them Mr. Marriott. WAY TO GO RENAISSANCE HARBORPLACE HOTEL STAFF! BIG CHEERS FROM YOUR PROFESSINAL COLLEAGUE FROM AMMAN JORDAN!
Posted by: Feras Werr | 02/28/2008 at 02:50 AM
Mr. Marriott's post was one of the first things that I read this morning. What an inspirational way to start the day.
Posted by: Hank Mancini | 02/28/2008 at 12:51 AM
Jimmy and Kazeem and their associates at Marriott reacted to this emergency in a truly exemplary manner which was above and beyond the call of duty. I just wonder where they learned their great medical skills. I am sure they will be intrinsicly rewarded for their efforts.
American spirit helping
Posted by: Manny Karos | 02/27/2008 at 11:40 AM
Bravo, Baltimore staff for distinctive service.
Bravo, Marriott management, for attracting, hiring, training, retaining, and recognizing people of this caliber. The results are no accident: they are the result of the organization and what you all do right.
Posted by: David Broadbent | 02/27/2008 at 08:24 AM