Poised to Come Out of the Recession on Top

Posted: January 6, 2010 02:36:31 PM

Marriott San Franciso Airport Great Room

There’s no doubt that 2009 was a difficult year. But I’m optimistic as we begin the New Year that things will get better. While we’re still very concerned about unemployment and the ability of companies to borrow money, economic activity is picking up.

For Marriott, the fourth quarter looked better than we expected outside North America, while things in the U.S. and Canada were also a little better. Leisure travelers are responding to the terrific values we’re offering. We’ve also seen business travel and large meetings start to pick up, which is big for our industry.

And nearly all of our brands are being refreshed in one way or another. Our Marriott Hotels and Resorts is implementing its Great Room lobby concept, Courtyard is continuing to roll out its new lobby, as well as a prototype for a green hotel, and Fairfield Inn & Suites is expanding into Mexico with 36 hotels over 10 years.

With all that we’re doing, even in tough economic times, we are positioning ourselves to come out on top when the economy rebounds. Of course it will take some time to get back to where we were before the start of the worst downturn I’ve ever seen. But it’s reassuring to see that we’re moving in the right direction.

As always, our company’s success relies on our loyal customers. I want to thank everyone who has spent a night or hosted a meeting or event or even eaten a meal in our restaurants in our hotels this past year.

We wouldn’t be so poised to come out of the recession on top if it weren’t for all of you.
Thank you for your continued support. We look forward to providing you with memorable experiences and the service you expect and deserve in the years to come.

I’m Bill Marriott and thanks for helping me keep Marriott on the move.

Comments

Posted By: Christian Sanders (01/08/2010 at 10:01 AM)
Comment:

This is good news not only for the business but also for the employees. I talked to a bellhop at a hotel I stay at a lot and he said he's seeing a pick up in business but he's still down in hours. I've noticed fewer employees than in past years and no concierge some days.

Cuts in business have obviously affected service and I'm looking forward to a return to levels I've grown accustomed to in the past.

Posted By: Ken LeBlanc (01/08/2010 at 12:33 PM)
Comment:

Dear Bill,
I've been a proud owner of five weeks with Marriott's Vacation Club at the Maui and KO Olina Ocean Clubs since 11/2006. I am also a Platinum-Elite Marriott rewards Visa Card holder approaching 3 million reward points. My goal is to own three months of Vacation Club Villas which hopefully will be enough for our family and retirement. I'm happy to hear about your expansion into Mexico, but could you also please update us on your plans for Vacation Club expansion for the Hawaiian and french Polynesia islands? Please develop more in exotic
locations around the world!
We've had some of the best times of our lives with you. Take Care!
Thank you!

Posted By: Doug (01/08/2010 at 09:25 PM)
Comment:

Glad to hear things are picking up. Can't wait to stay at a Courtyard again. I stayed at a Courtyard in Long Beach and had the best nights sleep. The customer service was great too! I like the Green Lobby theme, hope it reminds everyone we have to take care of the Earth, its the only one we have! Thanks.

Posted By: Jacqueline Cooper (01/09/2010 at 05:57 PM)
Comment:

Mr. Marriott, As an owner at the Desert Springs Villas I, I am disappointed with the decision of the hotel to take away our original agreement of our free use of the pools, spa, tennis courts, etc. we signed up for when purchasing our villa many years ago. With economic times being tough, we cannot afford to pay the "al a carte" prices determined by the hotel for villa I owners. I expected more from Marriott during these times, and will not be using the facilities nor recommending them to my guests.

Posted By: Dave Shelton (01/09/2010 at 10:45 PM)
Comment:

Dear Bill,

I left you a comment on your blog about "The Blind Side" with an interesting offer. Please read and contact me. My email is attached. Thank you very much. Sincerely, Dave Shelton

Posted By: Prageeth Kumar (01/10/2010 at 05:03 AM)
Comment:

Dear Bill
Greetings and Happy New Year.
Delighted to hear about the positive and optimistic outlook that CEOs like you present. Apart from Christian and Ken (whose posts appear)there is another set of people who look forward for such magical words, prospective employees like me.

I am also aware of your commitments in India and have been tracking Marriott ever since my Disney days. 2007/08 saw great interest and activity in the Indian subcontinent which understandably has very limited players in the hospitality space. 2009 saw that excitement shaken and many companies were reluctant with their expansion plans. However going forward in 2010 with economic activity picking and India being one of the better performers of the last year, I seriously suggest that Marriott should take this opportunity and develop their Courtyard and Renaissance brands as compared to JW. I feel comparing Pricing trends, Service expectations and other variables for doing business that these brands are better placed to deliver as to the requiremnts and needs of the market. We are still a developing economy and this strikes a perfect balance.I am sure your experienced team might have done the research required and might have arrived at similar conclusions but I thought of telling you directly through this wonderful forum.

With such strong and recognizable brands I am sure Marriott will be a pioneer and show the way for others to do hospitality in India.

Sir, I am just a student at this stage but with great optimism for Marriott and India in general, I wish you and the TEAM a FANTASTIC 2010.

See you around in a MARRIOTT...Cheers!!!

Posted By: Susan Solomon (01/10/2010 at 02:15 PM)
Comment:

Dear Bill, I am a one million point plus Marriott Rewards member. Traveling 10 months of the year for one to three months at a time, I have found the Marriott lodging to be the very best. I always seek out a Marriott hotel and will continue to do so. It is truly my home away from home. Actually, I spend more nights in a Marriott than I do at my own home. I have always been treated well and your employees are very professional.

I viewed a recent biography on tv on your father covering his life, success, and the Marriott corporation. Your father was a very astute businessman and I have no doubt you will continue to lead Marriott to even greater heights of success. In regard to the current downturn in the economy, remember..This too shall pass.

Sincerely,
Susan Solomon

Posted By: Katie Hart (01/10/2010 at 04:13 PM)
Comment:

Hi Bill,

So great to hear 2010 is looking better. I am a weekly business traveler and always try to stay at the same Renaissance Marriott hotel while I am in Atlana (the only time I don't stay there is when there are no available rooms). But when I am on the road, I look very much forward to using the gym to work out any stress from the day. It is a good hotel gym, but since I have been a guest there since early 2008, the hotel has done away with network channels on the individual tv's on the cardio machines. I imagine it is a savings, but there is only so much Wolf Blitzer I can take at night in one week. I have no desire to work out in the morning b/c the tv's do not have ABC and I like to watch Good Morning America and I find myself cutting my workouts a little short so I can watch NBC Nightly news and other shows that help me escape the day. They put one large TV that shows all those channels but none of the cardio machines face the tv so what is the point? I have commented on this in surveys that I do for the hotel and nothing has changed. I have considering looking into the Hilton b/c a friend told me that gym offers network channels. Sorry to blog this here, but now that you are optimistic for a better year, will network channels be brought back? Thanks - a platinum member but a gym rat.

Posted By: Harry O'Brien (01/10/2010 at 05:33 PM)
Comment:

Hey Bill-

I agree the recession is about to end. However, bring back the old website and maybe the platinum members won't find it so inconventient. This new website takes too long to load and navigates very badly. Making access easier for your frequent customers will keep them loyal to Marriott. This new site is the WORST!!! Keep us as your loyal customers.

Posted By: Penny Savvy & Dollar Wise (01/11/2010 at 06:09 AM)
Comment:

Hi Mr. Marriott!

What Chrisitan (above) says is crucial, in my opinion. I'm 51 and have traveled with my husband (business trips) all over the United States during our marriage. The best Marriott we stayed in was on the west side of St.Louis The beds were incredible! We prefer Marriott, but can't always find one with the thicker, soft mattress. I called your corporate offices and someone told me only the corporately owned Marriott hotels use the thickest most plus mattress. While I know hotels have to look at every aspect of keeping the customer happy- think of this: if your guest arrives and is greeted with a bed that feels like you are sleeping on a cloud, they are going to be happy and refreshed the next morning, as opposed to possibly waking up with bodily aches and grouchy because they tossed and turned. I know the non-corporate Marriott are supposed to have their standards set for the mattress as well, but we have stayed in both and I can tell you hands down, the corporate mattress is the best. Each time we stay in St.Louis we absolutely will not stay anywhere else. Our comfort and 8 hours sleep are worth every penny we pay. When you are on a comfortable mattress, you just don't want to get out of bed- for us that means we usually want to stay over and take a look at the sights of St.Louis. One area I wish you would seriously look at for a corporate Marriott is Wisconsin Dells. Have you ever been there? The whole town is like one gigantic water park! Just Google it, and you'll see what I mean. It's a well-kept resort town with gigantic pull for people from all over the world. The last time we stayed there, it was at Chula Vista. I do not recommend this place unless you stay in the condos. The beds are the WORST I've ever encountered..it was like sleeping on a board- just horrible. When I reported this to them, plus other problems with the room (but I am very picky about how a room looks and functions- from dust on top of the curtain rods to how straight the toilet paper holder is on the wall) their solution was to offer us a free nights stay..in another of the same room, which was has the same mattress since all the rooms were redone in Sept 2009! Kind of a silly solution. I offered to pay the extra to stay in a condo but they couldn't do that. Not good customer service at all. My husband will have monthly meetings in The Dells every month for as long as he is the chairperson for Door County WHEPP. (come visit Door County too, if you've never been) There is a Hilton in The Dells- time for you to blow them all out of the water and build a beautiful new Marriott! Thanks for listening!

Sincerely,
JS

Posted By: Penny Savvy & Dollar Wise (01/11/2010 at 06:16 AM)
Comment:

..and P.S. please do NOT go to the hand soap/shampoo/conditioner/bath soap dispensers in the rooms, thinking you are 'going green'. We stayed at one place who installed those in the room. I see a big, fat law suit in the making. In our room, the dispenser in the bathroom leaked down into the tub, making it slippery when I stepped in. The soap dispenser in the livingroom sink area was short enough for a child to climb onto, and the lid easily popped off the top. Ever see a 2 yr old eat soap? Sounds gross but they will put just about everything into their mouths. There are personal size bottles that will recycle..so that would be a better solution to the 'green' problem, I think.

Posted By: robert E Grassia (01/11/2010 at 07:00 AM)
Comment:

Bill.....
My wife karen and I are proud owners of 2 weeks at the NEW Marriott resort at Ocean Palms. we were original oweners at the Ocean Pointe and thought the option to move to the palms was a no brainer.....We decided to finance the 2nd week through our rewards visa credit card and one of the attractive advantages off doing the finance that way was the additional bonus reward points that Marriott made available to us. We are asking if there is a possibility that the additional points can or will be re-instated by Marriott?

Looking forward to hear from you on this concern

thanks

Posted By: Doug (01/12/2010 at 12:07 AM)
Comment:

Hi Bill,
Thanks for updating your Marriott career website. It's easier to find a career with Mariott being able to use in PC or Mac environments. Its easier to search for a career using keywords and the page number listing. I just wish I new the right position for myself, is there a way to look for just entry level positions? Thanks for listening.

Posted By: Serena (01/12/2010 at 02:41 AM)
Comment:

Dear Mr. Marriot
as you do, I will do my best to let the company go out of this crise period (even if we didn't suffer like other companies). Therefore I contact you, to ask if you want to receive our catalogue: we produce italian design furniture. I wait for your mail! best regards

Posted By: Bernard Taiwo (01/12/2010 at 05:32 AM)
Comment:

Hi Mr. Marriott,

I must commend you for having some of the best hotels in the world with very accommodating staff.
However, i dont believe i've come accross a Marriott hotel in most parts of Africa especially West Africa. Do you have any plans to establish your presence there?.Brands like Hilton, Sheraton, Radisson and Meridien are doing very good business in countries like Nigeria.
The presence of a lot of multinational companies in various sectors like oil and gas, construction etc have provided very good business for these brands. They also enjoy very high government patronage.
Cities like Lagos, Accra,Portharcourt and Abuja are looking forward to the establishment of a Marriott Hotel in the very near future.
We have very reliable contacts to help find the ideal and most viable locations in these cities.

Hope to hear from you sir.

Thanks

Posted By: Chris (01/12/2010 at 06:53 AM)
Comment:

Dear Mr. Marriott,

Recently I was discussing my experiences with a co-worker about Customer Service. Although I am still in the Customer Service industry with Air Canada, I related to my friend that I had recieved all my real training in Customer Service from you.

A long time ago in 1984 your family opened its first Canadian hotel in Toronto near Pearson Airport. When you came to officially open the hotel I was completely awestruck at how open and genuine you were. It was nothing like I had ever seen or experienced before and you had me hooked from the moment you shook my hand and asked my name. (No, I don't expect you to remember with all the people that you deal with but you definitely made and impression on me!)

I was with the Toronto Airport Marriott for 5 years and met and worked with some of the most incredible people I have ever known. Some of us still keep in touch over 25 years later!

When I did move on in 1989, I knew that I wanted to remain in the Customer Service industry. I was offered a position with Air Canada that was impossible for me, at the time, to turn down.

I have been with Air Canada since then and it is your lessons and influence that continue to guide me. Thank you, Mr. Marriott, for everything. The opportunities, the people, the experiences, etc. Not only are they worthwhile but they have truly made my life so much more richer for your influence in them.

I wish you and your family continued success and good luck. May the future for you always be as bright as the one you helped to forge for me.

Sincerely,

Chris Timson
(former Bellman - Toronto Airport Marriott Hotel 1984 - 1989)

Posted By: Sonia Kuhlmann (01/12/2010 at 07:04 AM)
Comment:

Mr. Marriott,
I just read that Delta is increasing the cost of checking luggage. I think there is an opportunity for Marriott to provide a service for customers by partnering with UPS to provide a SHIP AHEAD program. Not only is there a satisfaction of not paying this increased fee, no longer will we have to worry about lost luggage and shleping everything thru the airport. Something to think about. Best Regards

Posted By: K Gooding (01/12/2010 at 08:41 AM)
Comment:

Mr Marriott,

I have been Platinum for several years. Last year I stopped traveling because my company went out of business. I might have qualified for Gold but Marriott continued me at the Platinum Level for 2010. I have been very loyal to your brand for 20 plus years. I appreciate what Marriott has done and I will be around for 20 more, God willing.

Posted By: Joshua Katt (01/12/2010 at 09:34 AM)
Comment:

Glad to hear it. Hopefully you will bring back the little niceties that were eliminated to your most loyal and hopefully profitable Platinum customers. Such as mouthwash, bottles of water, lounge hours and the amount and quality of food/beverage once offered there, breakfast coupons on weekends, etc. You were once the best, will these be restored? Us Platinums have long memories!

Posted By: Patti Whelan (01/12/2010 at 03:04 PM)
Comment:

As a Marriott member for the last 30 years, I appreciate knowing that wherever I travel, I will have the best accommodations staying at any Marriott. However, I do not believe that the Fairfields are up to the standards of the rest of the fleet.

Posted By: Michael Doorley (01/13/2010 at 06:12 AM)
Comment:

Poised to come out of the recession...it's great to see a CEO so positive and unafraid to air his optism . We need more of these statements from leaders worldwide and less of the gloom and doom .I would anticipate a release of pent up demand from clients who were cautious in 2009 but will be prepared to travel again in 2010.
I would like to see more activity on the Marriott leisure side in Ireland -you have an excellent representative on the business travel side and there is an opportunity to gain business on the leisure side .
Michael Doorley
Shandon Travel
Ireland

Posted By: Marie (01/13/2010 at 02:52 PM)
Comment:

Hi! I have not been reading this blog for a short time and now I wonder - it is not possible to listen to the texts any more??

Hi Marie,
Thanks for your comment. You can still listen to the audio file by clicking on the link at the end of the full post. Thanks for reading!

Posted By: Lee Williams (01/14/2010 at 05:53 AM)
Comment:

I would personnally agree with Mr. Marriott, that the world is coming out of this econimic downturn.
However, my experiences with the marriott chain during the previous couple of years is that the standards of service are dropping, and he needs to ensure that Marriott hotels do not foresakes its standards for increased profit margins.

Posted By: Rick Thomas (01/16/2010 at 09:47 AM)
Comment:

Mr. Marriott,

I respect you so much for what you have done to the business and leisure travel industry. Your chain of high quality hotels makes all our travel experiences so much nicer.

I know times are still tough but you continue to offer a superior product. All the best.

Posted By: Roberta G. Lepper (01/17/2010 at 08:37 PM)
Comment:

Dear Bill,

Having felt the pressures of making the business happen in this tough economy, I want you to know just how much I have come to rely on the staff and management of the Augusta, Maine Fairfield Inn to help me bring new clients to my business, as well as take great care of my existing client base. Here is a shining example of making the most out of the small things and true dedication to the care of every guest that comes through their doors.

Bringing clients to this area of New Englnad is tough when we don't sport the big city ammenities that most of my visiting clients are used to. I need all the help I can get and the team here in Augusta are valued partners in my efforts to continue growing my business during these tough economic times. They bring the ammenities to every guest and make it worth the trip!

I highly recommend you visit this special location that has blossomed under the fabulous management and staff here. They understand that the team effort means success for everyone and are all true team players at this location. In fact, I have come to measure all of the Marriott properties I stay at against the level of service I receive from the Augusta Fairfield. Please feel free to contact me about this great team of yours and what great things they do for my business here in Maine. My clients continually comment on their stay at this location and how it is one of the best managed Marriott properties they have stayed at. I am thrilled they are helping me grow my business, one customer at a time!

Thank you so much for your superior sense of business and the efforts you put into making the industry standards as high as they are for all to enjoy - I now only stay at Marriott properties as a result of your continued investment in the industry and am so very proud of our Fairfield Inn here in Augusta Maine.

Roberta G. Lepper,
VP of Operations for Access Worldwide Communications, Inc

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