By now, I think regular readers of my blog know that I love a good story. I enjoy hearing stories about great service and tales of perseverance and determination. They really inspire me and are a great pick-me-up.
I recently received a compilation of some great stories from the leader of our Residence Inn brand team. Our associates were asked to submit inspiring, moving stories from their properties, and the best ones were packaged into a book we call "We Are INNspiring."
My favorite was about a group of Marines who were displaced from New Orleans by Hurricane Katrina and they were staying in a Residence Inn outside of Atlanta, Georgia. Two of these Marines were supposed to have gotten married but the hurricane forced them to cancel their wedding.
After staying at the hotel for almost 3 months, the Marines and the hotel staff got to know each other very well. The couple even asked the General Manager and Director of Sales to serve as witnesses at the ceremony they had scheduled at a local Justice of the Peace.
On the day of the ceremony, the couple was taken by complete surprise to find the entire pool area had been transformed into a chapel and over 100 guests were in attendance. Together, the hotel staff and the other Marines had put together a beautiful wedding ceremony and reception for this lucky couple.
There were a lot of other INNspiring stories that caught my eye. There's one about a hotel team at the Residence Inn Asheville-Biltmore in North Carolina that banded together to help a fellow employee who had a child with a devastating disease. There's another about a laundry attendant at the Residence Inn Dallas/Fort Worth Airport North. She spent two hours helping a woman who had both her arms in casts do her hair and make-up, brush her teeth and tie her shoes so she could make it on time to see her son's championship soccer game. There's even one about a General Manager who went "dumpster diving" in a suit and tie when a young guest lost her dental retainer.
Reading these stories brought a huge smile to my face. It's fantastic to read about people who love their jobs and love serving guests so much. The employees in these stories really inspired me and I'm very proud to say they work for Marriott.
I'm Bill Marriott and thank you for helping me keep Marriott on the move.
INNspiring Stories from Residence Inn
Mr Marriott , i totally agree with Jason . Residence Inn Orlando Airport is a beautiful property . I said there for 2 days and everything was fantastic . The lobby was beautiful ( my wife loved the waterfall display ) and the quest room was outstanding . The new colors are a breathe of fresh air . The Staff was extrememly friendly and called 10 mins after we were in our room to make sure everything was to our liking . They was still painting the outside of the building so on my next stay the property is going to look even better . KUDOS to the staff at Residence Inn Orlando Airport . You are now my Favorite Marriott in Florida ...
Posted by: Jon S. | 06/05/2008 at 08:23 AM
Mr. Marriott: I have stayed at various Marriott Hotels throughout the country but wanted to relate two stories: While at the Wardman Park last year, the renovations were on going as was the fire alarm which went off at all hours. Your Hotel Manager, Stuart ***** sent a letter apologizing for the inconvenience and sent a Marriott credit card as a "gesture of goodwill". I promptly used it at a Marriott Town Hall Suites in Colorado Springs but the gesture was superb and very much appreciated. The other story concerns Steve *********, your guest hospitality coordinator at the JW Marriott Desert Ridge in Phoenix where we stayed for a convention. Up my request, Steve sent me your book "The Spirit To Serve". I very much enjoyed reading it. The two stories are right out of your book. Thanks from a Marriott Rewards member and a shareholder.
Posted by: Peter Illoway | 06/04/2008 at 07:08 AM
Dear Bill,
As a former hotelier of 15 years, I must tell you that the more I experience of Marriott, the more I think you're the most solid, innovative company in the industry.
A close friend who manages Marriott Courtyard in Vaughn, Canada, referred me to your website to view the new lobby concept. I was amazed; you people really know how to keep a step ahead of the pack.
And of course your ongoing treatment of employees with dignity, respect and inspiration remains a beacon for other companies to follow as well.
A former Four Seasons GM, I now stay with Marriott wherever I go, and have yet to be disappointed. And I'm probably one of your most critical guests; I know what to look for!
Congrats on running an outstanding company.
Posted by: Michael Darmody | 06/04/2008 at 06:14 AM
I have been to the Ashville Residence Inn and it is an excellent hotel. The staff could not have been nicer and the breakfast was excellent. The two forty-two inch HD Plasma screen TV's were awesome. We only stay with Marriott!
2)
Posted by: Fred Paynter | 06/01/2008 at 08:19 AM
Bill,
I'm at the new Residence Inn Orlando Airport right now and it's AMAZING!
The new business center and lobby music are great new details!
Posted by: jason | 05/31/2008 at 01:39 PM
I also love Residence Inn. I stayed in one in Newark NJ in Nov of 2006, and as a small towner trying to figure out NYC, I got a great deal of friendly help from their staff. On one occasion during my stay, I missed their shuttle and was worried about missing lunch with my husband in the city, and the manager got out his personal vehicle and took me to the train station to make sure I got there on time. They made our stay wonderful. Thanks!
Posted by: jrehein | 05/30/2008 at 07:34 AM
Residence Inn is very good! Keep going...
Posted by: Billy | 05/29/2008 at 10:05 AM
That is great stuff. I just wanted to add that I stayed at a Residence Inn for the first time this past holiday weekend and it was great.
We were in the Atlanta Perimeter center property and Stacy at the front desk was an absolute pleasure.
Posted by: Tony | 05/29/2008 at 03:30 AM
Thanks! - Stories like this are a great way to start the day!
Posted by: Hank Mancini | 05/29/2008 at 02:46 AM
Reading this post, I realized how much I miss working for Marriott. Back in my country (Argentina) I work for another hotel company, at the front desk. Something funny happened a few weeks ago. A guest pulled a Marriott Rewards card out of his wallet. I suddenly smiled and told him he couldn't use it at this hotel. Somehow he could guess I used to work for Marriott and I had great memories. I am looking forward to work within Marriott again, anywhere in the world. I am just waiting for the right time.
Posted by: Mercedes Bustamante | 05/28/2008 at 05:17 PM
this is my favorite hotel...keep up the good work,bill
Posted by: Lincoln ong | 05/28/2008 at 02:25 PM