A group of Wall Street investors came to visit us and their first question to me was, "What is your vision for the future of this company for the next five years?"
There were a lot of ways I could've answered this question. I thought about it for awhile and I said, "I think the future and the vision for this company is to continue to foster, maintain and improve our company culture."
This has been embedded in the philosophy of our company for over 81 years. It was started by my mom and dad, who started the business with an A&W root beer stand and believed in taking very good care of the people who worked for them. When they were sick, they visited them. When they wanted to talk, they were there to listen to their concerns. When they had an opportunity to advance them, they gave them that opportunity - they trained them, they taught them, they nurtured them, they brought them along. And, consequently, my father and mother developed a very successful business.
And as I think about it today, that culture is still very strong and quite unique, I think, among American companies. But to the extent that we can continue to foster this culture, we know that we will have stronger guest satisfaction and guests will be happier and will return because, above all, the hotel business is really a personal service business.
We also know that our people will stay with us. The turnover will be low, and the turnover of employees is a very expensive situation. So, we know that our turnover will be low; we know that our people will get better at their jobs because they stay in them longer and we know that they'll be motivated because we continue to provide opportunities for them.
And all this really comes to what the security analysts were interested in learning about in the investment community: How do you make a better bottom line? You make a better bottom line, first, by having a very strong top line, meaning satisfied customers. Then you have well-trained associates who really know how to control costs, to watch the pennies and to make sure that the profitability is there for all of our stakeholders.
That's very important to us, but caring for our people, above all, is key. And I'm so thrilled - I got a little lesson last week from my grandson. He's six years old in kindergarten and he was on the ball field with his friends. One little boy was having a very hard time catching the ball and finally he started to cry and walked off the field.
My grandson went up to him and said, "What's wrong?"
He said, "None of the kids on the field really like me. They don't like me because I can't catch the ball very well. I don't have any friends."
My grandson said, "I will be your friend." And then he went and got five of his little friends and they all drew a picture of boys playing ball, boys in school, boys at home.
They each drew a picture and signed it and they all said to this little boy, "I am your friend. I want to be your friend. I care about you."
Isn't it wonderful that six year old children in kindergarten have those wonderful values? And it again reemphasized to me how important it is to care for people and to take care of our customers and associates.
This is Bill Marriott and thank you for helping me keep Marriott on the move.
My Vision for the Future of Marriott
are there any plans on opening up marriot hotels in Perth Australia in the near future?????
Posted by: Rita | 11/22/2010 at 08:17 PM
The Marriott corporate culture is all about the customer . . . Where else can you get a welcome home attitude while on the road?? I am a frequent guest of Marriott properties in the US and will soon be staying in the Marriott Cologne. It will be interesting to see if they also have that same great customer orientation that makes me feel like I have been welcomed home.
Marriot is a terrific organization. I wish all travel related companies could follow the Marriott model.
Posted by: Allen Lea | 06/01/2008 at 10:58 AM
This is the first blog I have ever participated in, but could not resist adding my "amen" to all of the prior comments. Loyalty is a two way street and your policy clearly reflects that Marriott is loyal to its employees and customers so they, as we, respond in kind. As you can tell from my rewards number, we have been loyal since its beginning and actually since the Hot Shoppe in Shirlington and Key Bridge Marriott nearly 50 years ago. We are truly satisfied and plan our trips around the availability of your fine hotels not only for the great service, but the spectacular beds. We are relaxed just knowing we can count on a great sleep.
As to the grandson, it is clear the apple has not fallen far from the tree.
Posted by: Bob Stenzel (Rewards000******) | 05/23/2008 at 01:17 AM
Your basic belief that in taking good care of your people, they'll take good care of the guests and the customers and they'll return. We have been loyal Marriotters since the early 70s and it just keeps getting better. Maybe you could loan your development staff to the airlines!?
Posted by: Arthur O'Neill | 05/21/2008 at 07:52 AM
I regularly stay and party at the Marriott, Powai, Mumbai. As you mentioned, employees are your greatest assest, I have been and am interacting with a lot of your staff and genuinely feel that you should be a proud employer to have such great employees. Keep up the good work and Congratulations for being the preferred employers.
Posted by: Cynthia Mascarenhas | 05/20/2008 at 04:59 AM
In a post 9/11 world most travelers are becoming less interested in hospitality amenities as they are security.
I have one Marriott (the San Francisco Marriott) listed in The Homeland Secure National Directory, and my clients rates it the highest standard of security, and request listings for other locals, national and international.
As a security professional, I commend Marriott's security-minded policies.
BF Larkin
Hotel Security Specialists
Posted by: BF Larkin | 05/19/2008 at 07:16 AM
I appreciate and agree with Marriott's vision to focus on customers and thus employees. I am a very loyal Marriott customer because of this vision. My family and I get consistent service at every hotel within the Marriott family, at any location in the world. I believe Marriott was visionary in implementing the No Smoking policy in every hotel. To continue the vision of focusing on customer and employee safety, security, health and environmental responsibility, I have a suggestion. Consider providing sunscreen for your customers. This could continue your approach about caring. You could even implement this in a few hotels (Hawaii, Arizona, Florida, etc.) to see if it catches on. Thanks for everything that you do.
Posted by: Carolyn | 05/12/2008 at 09:25 AM
Great story, Bill. Marriott continues to thrive in the competitive hotel business because as you state, caring for our people, above all, is key.
It's amazing how many businesses just don't understand that simple philosophy.
Posted by: Jon | 05/09/2008 at 08:31 PM
Mr.Marriott-For many years I have visited family in Perth, Western Australia and talked about the marvels of the Marriott Hotels worldwide;I notice there are none in Perth? Does the Marriott Corp have any plans to build in this city anytime soon?
Posted by: Joan Cosgrove | 05/09/2008 at 06:13 PM
I love seeing the comments regarding your employees. Is Marriott going green? There are great informational sites out there that can provide good info to us rewards members. A good one I ran into was ditchcarbon.com
Posted by: Todd | 05/08/2008 at 01:57 PM
MR. MARRIOTT- THANK YOU FOR ALL YOU DO FOR THOUSANDS OF PEOPLE DIRECTLY AND INDIRECTLY.THIS STORY ABOUT YOUR GRANDSON IS WHAT MAKES MARRIOTT PEOPLE ONE OF A KIND. I RETIRED IN 1996 AND RECEIVED A LIFE TIME PLATINUM CARD FROM YOU THAT I CHERISH TO THIS DAY. IN MY 25 YEARS I AM SURE I SPENT MORE THAN 25OO NIGHTS IN FULL SERVICE MARRIOTTS, AND GOD ONLY KNOWS HOW MANY ADDITIONAL NIGHTS I STAYED IN OTHER MARRIOTT BRAND PROPERITIES. IN ADDITION TO THIS, MY WIFE AND I BOUGHT 3 MARRIOTT TIME SHARES THAT WE TRULY ENJOY.MAY GOD CONTINUE TO GUIDE AND DIRECT YOU AND THE COMPANY. WITH KINDEST PERSONAL REGARDS, BUDDY-- PLATINUM LIFE TIME ***-***-***
Posted by: A.E."BUDDY"WOOD, JR. | 05/08/2008 at 07:36 AM
Thanks for the great story about your grandson, and for the good words about the value of your employees. I'm also so glad to see and hear of companies that still find the most important asset of their company is their employees.
Posted by: Kevin | 05/08/2008 at 05:30 AM
I am, as well, impressed by the story of your grandson and have stayed in the Clive Courtyard before. As a monthly traveler for business, I try to stay at Marriott whenever possible. On a separate note as Earth Day has once again passed and our conerns for the environment are finally taking front stage in our culture, I would like to ask if there isn't any way all of your sites that distribute newspapers every day to guests couldn't please set up boxes for newspaper recycling. As an avid residental recycler, I heard an upsetting statistic that only 1% of newspaper is recycled and tried to think of where the volume was coming from. When I travel, I see those papers lieing in the hallways every morning and no recycling bins anywhere to be found. Please consider implementing newspaper recycling before another Earth Day passes.
Posted by: Nancy Rendos | 05/08/2008 at 04:43 AM
I loved your story about your grandson. I wanted to tell you that we always feel cared about and taken care of at Marriott properties. My daughter is graduating from Drake University in Des Moines, IA next week and we will be staying at the Courtyard in Clive for several days. In fact, we have several room reserved. We have been staying there twice a year for the four years she has been attending college. We also stay at the Fairfield Inn in Kearney on the way to and from Des Moines. Both hotels have very friendly and helpful staff. I'm sure we will stay there again on our way to visit friends, but we will miss our twice yearly visits.
Posted by: Carol Meyers | 05/08/2008 at 02:39 AM
I couldn't agree more with you remarks. I was at a hotel fare a couple of weeks ago and mentioned to someone the family atmosphere there was at the Marriott stand. It is so very important to retain good people - good people bring more good people. We use the Marriott a great deal and we do appreciate the unique training and service that we see through the world (JW in Mexico City, JW in Mumbai, JW in Shanghai). Your blog is excellent and very important for Marriott employees.
Sincerely,
Jeni MacLellan
Posted by: Jeni MacLellan | 05/07/2008 at 06:54 PM
You should be very proud of your grandson.It is a lesson we can all learn from.
Posted by: Sid Scheinberg | 05/07/2008 at 10:10 AM