Not too long ago, I blogged about my stay at the Harbor Beach Marriott Resort in Fort Lauderdale, Florida. Over the years I've been coming here, I've formed close relationships with many of the associates who are part of a great team. One of these associates is Robert, one of the resort's drivers. He and I have driven around many times together during our trips down here.
And of course he drives a lot of our guests every day. But recently he had an experience that he will surely never forget. Just before Christmas, he was driving a couple from Denmark to the airport when the man suddenly became very ill. When he temporarily lost consciousness, Robert decided to head straight to the hospital.
The man was admitted immediately and Robert stayed in the waiting room with his wife. The doctors told them the patient had a brain aneurysm and would need surgery. Robert made arrangements for the man's wife to check back into the hotel and has been driving her to the hospital almost every day to be by her husband's side. He even invited her to his own home for Christmas so she didn't have to spend the holiday alone. Fortunately, the man has made a complete recovery and has since returned home with his wife to Denmark.
I've told many stories before of our associates going above and beyond to serve our guests, and Robert truly exemplifies that spirit to serve through his actions toward this family in the hotel, at the hospital and even in his own home. I send my best wishes to our guest and his family.
I'm Bill Marriott and thanks for helping me keep Marriott on the move.
A Marriott Associate Who Became a Lifesaver
I just wanted to give recognition to Denise (I think that's her name) the associate manager at the Worcester Courtyard in Massachusetts. My son's truck broke down on the Mass Pike at the rest stop right after Worcester. I called, spoke with Denise, she arranged for a cab, his room and food all to be charged to my credit card (he's a college student--you know what that means). Anyway, I just wanted to say thanks and to let you know I'm a happy, brand loyal Marriott Elite member. I'm about to go stay at your brand new Residence Inn in Verona, NY--I only go to the best places!
Posted by: Libby Post | 03/16/2009 at 09:18 AM
WOW...what an excellent show of customer service...we need more people in the world like Robert.
Posted by: Heather | 03/16/2009 at 03:16 AM
Nice post. I have been traveling a lot lately, and there is not a better way to feel liek you are at hoem away from home then staying at Marriott. I too have the Spirit to Serve - Our Stories book, and can't put it down.
Posted by: Bob - Stomach Fat | 03/15/2009 at 03:22 AM
Robert is a wonderful person who always puts himself above others. The world would be a much better place if there were more people like him. Bless you Robert for what you did for that family and for what you do for the many people who come in contact with you. You are a special person.
Posted by: Helene B | 03/14/2009 at 02:09 PM
what a guy!!!
we have had the pleasure of meeting Robert hehas also helped us!!!!
linda from ireland
Posted by: linda jackson | 03/14/2009 at 04:15 AM
Great story with happy ending about one of your finest hotels that I've stayed at.
Posted by: Larry Sachs (Platinum Member) | 03/14/2009 at 03:19 AM
Dear Mr Marriott
I also worked at the Harbor Beach for 9 years up until I left last year. During my years at the Harbor Beach I was privileged to not only meet yourself several times, but to know Robert very well. It comes as no surprise that Robert went out of his way as usual to assist a guest. Robert has ALWAYS been one of the most concientious associates that I have worked with in the 30 odd years I have been in the hospitality industry. Robert does many things in his own time for his guests...and does not expect recognition, he sees it as part of his job. On a personal note, Robert is one of the most thoughtful and kind people I know. One of his many things he has done over the years, is at Christmas he purchases tickets for the local Christmas Pageant in Ft Lauderdale and give them as gifts to those staff who are new or have never been to the show. His job at Marriott is more than just time taken from his personal life, Robert simply enjoys taking care of people...Way to go Robert ....the world needs more like you...
Posted by: annette singh | 03/13/2009 at 05:44 PM
This story only furthers my opinion of your Marriott people. I always feel like I am home when I am at a Marriott. The people are friendly, courteous, and just plain NICE.
Posted by: Elyse Cushman | 03/13/2009 at 01:48 PM
Great job!
Posted by: Daniel Beaty | 03/13/2009 at 10:42 AM
What a great story! This was one of the first emails that I read today and was a good way to start the day!
I keep Marriott's Spirit to Serve - Our Stories book at my desk and often re-read the stories in the book.
Thanks for your continued blog!
Posted by: Hank Mancini | 03/13/2009 at 03:26 AM
you are really good man ,:) from china
Posted by: bruce tang | 03/12/2009 at 06:23 PM
Dear Mr. Marriott,
That was quite a descent thing to do as even a human being before being a professional hotel employee. Hopefully your feature will be an excellent example of how people should feel with one another in times of distress, and how the different emergencies that can rise with hotel guests be dealt with by staff. My deepest regards to the gentleman that helped the couple from Denmark. Within myself as an ex-hotel employee, I have always reasoned that Marriott is a distinguished world of hospitality and excellent services built within our globe. If there is no Marriott, there just is no hospitality ever. This story proves my words to be correct.
Posted by: Feras Werr | 03/12/2009 at 01:47 PM
Per my yearly routine, several years ago, I was attending Armed Forces Communications Electronics Association (AFCEA) meeting at the San Diego Convention Center and staying at San Diego Harbor Marina Marriott. Third day there I became unconscious for a minute or so and fell in the walkway between hotel and the meeting, later diagnosed to be irregular heart beat subsequently treated and cured. Marriott associates helped me to get to the best hospital which referred to as the Thornton Marriott (Hospital) for Marriott catered the patient food. I called the hotel and Marriott associated packed all of my things. I had no idea when I will be discharged. Marriott staff said not to worry. You can come at anytime upon your release. The associates restored my junior suite exactly as it was to the last detail, when I came back two days later and did charge me for the time in hospital. The staff made me feels at home when I was thousands of miles from home. Marriott has always been home away from home for me.
Posted by: Syed T. A. Naqvi | 03/12/2009 at 11:07 AM
My wife and I were on vacation in Kauai, staying at the Kauai Beach Club. We went to dinner at a local restaurant, Hamura's, which seats people 'family style.' We struck up a conversation with a mother and her daughter. The mother was about 60 and the daughter about 30. We learned that the daughter worked as a server in a restaurant at the Kauai Beach Club. We began to talk about travels and learned that mom and daughter had visited Washington, D.C. and New York recently. They shared with us their impressions of the Holocaust Museum in Washington, D.C., and described their emotions and reactions to what they experienced. I shared that my mother's family lost many members during the Holocaust, including people with whom she had been corresponding who simply disappeared. It was a moving conversation for us all. When the mother and daughter finished their dinner, they left the restaurant. Shortly thereafter, the server came over and told us that they had paid our bill for the meal. We were so touched by their kindness and warmth that we ran outside where we were able to thank them before they drove away. We have found many times that Marriott employees have extended warmth and kindness to us which makes us feel good about our loyalty to Marriot.
Posted by: David | 03/12/2009 at 10:52 AM
What a great person Robert to have on your staff and as a country we are pleased by having people like Robert who follow the golden rule. The cost of Govt. would be so much less if more Americans would follow the ten commandments and the golden rule. Just think we would need less police officers in every town. What a savings that would be.
So hats off to Robert and all of the others who put others first.
peace be with you Debbie
Posted by: deborah Ahrns | 03/12/2009 at 10:19 AM