People often ask me what motivates me every day to go to the office, when other business leaders at my age have long retired. The answer for me is simple. I know that every hotel that Marriott opens, whether it's in Indianapolis or India, is opening doors to a world of opportunity.
Creating these opportunities for our people, guests, owners, investors, and communities is the purpose that drives me personally and has made Marriott successful for more than eight decades. It's our reason for being, our unifying mission and the unique value we deliver to people and communities around the world.
Our success depends on being true to this purpose: to provide the opportunity for rewarding travel experiences for our guests, the opportunity for personal and professional growth for our associates and the opportunity for a better and more sustainable future in the communities where we live and work.
This was the vision of my parents, who founded the company 84 years ago. They imagined the core values that motivate and guide us today; first and foremost: to put people first, or as my father said, "take care of your people and they'll take care of the guests."
Secondly, to "pursue excellence," especially in delivering the best customer service.
Next, to "embrace change," because success is never final.
And then, to "act with integrity," because how we do business is as important as the business we do.
And, finally, to "serve our world" because running our business sustainably and creating jobs globally creates prosperity and helps our business thrive.
Marriott isn't the only company talking about purpose. The Edelman public relations firm does an annual GoodPurpose survey that shows how consumers increasingly prefer brands that focus on the greater good that benefits society and the planet.
That's not surprising. Wouldn't you rather do business with a company that shares your values and sense of purpose about creating a better world in which to work, travel and live?
I’m Bill Marriott and thanks for helping me keep Marriott on the move.
This was the vision of my parents, who founded the company 84 years ago. They imagined the core values that motivate and guide us today; first and foremost: to put people first, or as my father said, "take care of your people and they'll take care of the guests."
Secondly, to "pursue excellence," especially in delivering the best customer service.
Next, to "embrace change," because success is never final.
And then, to "act with integrity," because how we do business is as important as the business we do.
And, finally, to "serve our world" because running our business sustainably and creating jobs globally creates prosperity and helps our business thrive.
Marriott isn't the only company talking about purpose. The Edelman public relations firm does an annual GoodPurpose survey that shows how consumers increasingly prefer brands that focus on the greater good that benefits society and the planet.
That's not surprising. Wouldn't you rather do business with a company that shares your values and sense of purpose about creating a better world in which to work, travel and live?
I’m Bill Marriott and thanks for helping me keep Marriott on the move.
Mr. Marriott, its a great inspiration for the youngsters like us. Wish to work with the Marriotts one day.
Posted by: Ashmita Subba | 09/06/2011 at 07:09 AM
My son recently travelled from the east coast (3 flights)to get to Hobbs, NM where we put him up in the Fairfield Inn. The only problem was he had to get to NMJr. College at 5pm Sunday to report for training at the police academy and there was literally no transportation! All those miles and only 2 miles to go and no way to get there! But Assistant Manager Mark Sterling not only said he would drive him there, but hung around 2 hours after his work was finished to take him there. We are so grateful!!
Posted by: Mary E. Harris-Garcia | 07/24/2011 at 10:57 AM
We are currently staying at Canyon Villas which is on the site of the JW Marriott in Scottsdale, AZ. We are owners here and wanted to let you know about the outstanding service we have received from one of your staff, Shelley ********. She knew that it was a big birthday for me and sent a bottle of wine over for us to make sure our celebration was complete. It's people like Shelley who always make our stay memorable. Kudos to her and to you for hiring her. Please send triple stars her way.
Posted by: Margery Hecht-Kugelmass | 03/13/2011 at 07:31 AM
I recently stayed at the Marriott Norfolk Waterside. It is a beautiful facility and obviously well managed. I received an e-mail from the manager thanking me for my stay and requesting comments. One item would be more global in nature. That would be to offer sending or retrieving billing statemtents in a pdf form. I have to convert them anyway. Is this a possibility, or is it already there and I missed it?
Posted by: Harold Sprague | 02/27/2011 at 10:55 AM
I am unsure if this is the appropriate spot for a commendation but it is important that you know about the remarkable manager at your Vicksburg, MS Fairfield Inn - Jim ******. His pleasant attitude is very refreshing - particularly when we observed him handling some cranky customers. One morning he made a special trip to a grocery store to get fruit for a customer - later he was cleaning a room that was overlooked by housekeeping - also he arranged a great happy hour one evening - and he happily recommended good restaurants in the area. You are lucky and well served by hotel managers like Jim Meeker.
Posted by: Betty Bachman | 02/23/2011 at 08:27 AM
As a LIFETIME PLATINUM PREMIER MEMBER, MY THANKS TO YOU MR. MARRIOTT FOR YOUR WONDERFUL TREATMENT OF THOSE OF US WHO TRAVEL ALL OVER THE WORLD, ALL THE TIME. AS MY WIFE SAYS, IF YOU WANT TO FIND HOWARD IN FRANKFORT, OR MILAN OR ROME, JUST CALL THE MARRIOTT HOTEL. HE WILL BE THERE THANKS AND GOD BLESS YOU FOR YOUR CONTINUED POSITIVE SERVICE ATTITUDE TOWARD THOSE OF US WHO TRAVEL.
Posted by: HOWARD KLEVENS | 02/21/2011 at 04:58 PM
Mariott is actually doing a good job...and obviously it's a great place to be...
Posted by: manhattan hotel new york | 02/20/2011 at 10:04 PM
I am a Marriott Rewards member and always stay with you. As a single mom, I am blessed to have a son graduating the Air Force Academy in May. My career in construction collapsed with the industry and I've been struggling to make ends meet and am trying to afford the 3 night of 5/23, 24, 25 for graduation events, bringing my 2 daughters. I am not finding any break in price for that popular time in Colorado Springs. It is a real problem for me and I wonder if there is anything you can do to get me a reduced rate at the TowneCenter, where they seem to have a room. My son is was #4 in command this year as Cadet Lt. Col. and is an aeronautical engineer, will begin training as a fighter pilot.
Posted by: Brenda Stewart DeJong | 02/20/2011 at 04:21 PM
Concierge is a proven and known value in quality hotels; not crazy about the change to "Navigator." Using professional concierges is a worldwide known asset. Please reverse your decision in this regard. thank you.
Posted by: Dana C | 02/20/2011 at 01:25 PM
Mr. Marriott,
I would like to take the time to tell about Comfort ******. I have been staying at the Marriott Residence Inn, in Worcester MA, for almost 2 years. Comfort has been taking care of me this entire time. I stay here M-Th and go home for the weekends. When I leave for home, I take my "no service" sign down, and Comfort goes to work. She makes sure everything in my room is perfect. I am so happy when I come into my room on Monday, it is exactly like checking into a "brand new" room! The worst Monday is the one that I forget to let Comfort know she can come in! Her dedication to service goes above and beyond. In addition to her professionalism, she goes out of her way personally. She comes down the hall to greet me in the mornings and leaves me little notes after she cleans. I cannot begin to tell you how much that means to someone who works away from her family.
Posted by: Dawn | 02/20/2011 at 10:53 AM
Mr. Marriott- this is a long overdue note to let you know that the Courtyard Marriott on Isla Verde Beach in San Juan Puerto Rico has a truly exceptional employee. Eduard ******, Front Office Manager was truly wonderful when we asked to visit the hotel during a very long layover at SJU Airport. We wanted to see the hotel in order to see if it would meet our future needs. IT WILL, especially with employees like Mr. ****** working there. Unlike some other Caribbean hotels, the Courtyard Isla Verde San Juan was truly welcoming. Mr. ****** couldn't do enough for us. A GREAT EMPLOYEE!
John Friedel
Posted by: JOHN FRIEDEL | 02/15/2011 at 02:22 PM
Mr. Marriott, I am a retired real estate broker living in Sun Valley, Idaho and a rabid fan and season ticket holder of the Boise State University football program.
Boise State is in the middle of a stadium expansion plan and is looking for funding solutions. The stadium is located on a beautiful trout stream that runs through Boise, the campus, and the busiest street in the city, Broadway Ave. I see Marriott as a possible solution to the problem.
UCLA excepted one hundred million from Meyer Lufkin, the animal feed tycoon, to build a hotel on campus and he is not a hotel guy. Here's the story.
Other universities have done it. Hosei University, one of the largest universities in Japan, has an on campus hotel.
Cornell, Massachusetts, and Minnesota have on campus hotels.
So why not a Marriott Hotel? A 55,000 seat stadium-hotel complex, and all the other amenities, at the corner of the Boise River and Broadway. Marriott builds it and gets a long term lease on the land.
Richard Dahlgren
Ketchum, Idaho
Posted by: Richard Dahlgren | 02/15/2011 at 07:47 AM
Mr. Marriott: 2007-2009 I was part of one big family marriott hotels and I can say that I was impressed with that Marriott culture of working, work atmosphere is outstanding. Im so pleased that I served you at Marco Island Marriott and I can say that you are role model to lots of people around the world.
Posted by: Lazo Popovski | 02/10/2011 at 12:44 PM
There is no better way to describe what organizations should be than to refer to this blog of yours. It is illuminating and spiritual without drama but simply saying it as it is.
This piece is the yardstick by which blogs will be measured.
Posted by: Jimmy Dizon | 02/10/2011 at 01:43 AM
My husband & I recently stayed at Fairfield Inn in Mansfield, Texas-he was to have surgery at an Arlington hospital the next day. The clerk named Heather was awesome! You should be very proud to have her as a part of your team-she was helpful, attentive, and professional. If this is not the correct place to send this, my apologies-but I could not find any where else on your site to send a comment.
Posted by: Debbie | 02/08/2011 at 05:38 AM
Mr. Marriott: I have always been impressed with the Marriott culture and hotels (almost homes in terms of how you are treated). A good example is today...last night I attended the 110th Army Nurse Corps evening held and hosted at the Crystal Gateway Marriott. In the course of the evening I misplaced my camera case (not the camera)...seemingly not a great loss but it had a chip in it with lots of important personal pictures. This was extremely troubling to me as pictures are hard to replace. I called this morning to the lost and found (Housekeeping) and an incredibly gracious employee named Karen ****** responded by taking my information and promised to be on the look out. That was 8AM or so....she just called me (5PM) to say she had not located it...and she had been seaching all day...she told me to not lose hope,that she would keep looking...what a diligent and passionate commitment to service...it displayed a level of caring and concern that I always encounter in the Marriott organization. While I still do not have my case and chip w/ pictures, I feel like Karen cares enough that she WILL keep on the look out for this valuable piece of life to my wife and I. This scenario is probably something you hear every day but I wanted to add to your organization's legacy. I felt like "CEO" under cover!
Thanks so much for Karen...you are SO fortunate to have an individual with her focus and professionalism.
Thank you
Roy A. Harris
COL, Ret, Army Nurse Corps
By the way...your organization did an OUTSTANDING job supporting this very special anniversary celebration of the Army Nurse Corps.
Posted by: Roy A. Harris | 02/06/2011 at 01:15 PM
You are such a wonderful person and have built such a wonderful company. What I love about the values you listed is that your people were at the top of your list. That's truly the reason for your success and the foundation upon which your business has flourished. It is refreshing to see that reflected in your core values.
Posted by: Holly A. Spencer | 02/05/2011 at 10:19 AM
IT HAS BEEN MY DREAM TO WORK IN A HOTEL AND MR.MARRIOT YOUR WORDS HAVE INSPIRED ME GREATLY.
MAYBE ONE DAY I LL OWN HOTELS TOO INSHALLAH
Posted by: NADYA | 02/05/2011 at 04:37 AM
Marriott can always be relied on for consistency of service and overall quality. It had been many years since I have stayed in any other hotel than a Marriott, and I use the Marriott Signature Visa exclusively.
I have wondered, however, why there is no Marriott presence in southern Africa.
Posted by: David A. Harnett | 02/04/2011 at 07:36 AM
Thank you for continuing your success at providing a high standard of quality and maintaining that quality across a huge enterprise. I seek Marriott brand hotels whenever I travel. Marriott is always my first choice. The consistency you maintain is amazing and provides confidence in the consumers like me.
Posted by: beth wood | 02/03/2011 at 12:30 PM
Mr. Marriott:
Thanks for entering the “thought waves” of so many in such a creative, powerful and profound way. “Take care of your people and they’ll take care of your guests.” My motto too. That is the primary propelling reason I entered the Hospitality Industry. People! Guess it is an offspring of my political gifting which I have become much aware of in my US experience.
Thanks for being a strong example through a cyberspace experience, as you keep Marriott on the Move.
Posted by: Juliette Adams | 02/03/2011 at 12:28 PM
Mr. Marriott,
I have long been a fan of your brand for the very reasons you state.
I have one caveat: please monitor your franchisees carefully. They do not all adhere to your standards of quality, though most do.
Thank you for the many nights of rest days of enjoyment you have provided me over the years.
Posted by: Pamela Kay Hawkins | 02/03/2011 at 09:44 AM
Truly inspirational!!!
Posted by: Denzel Thornton | 02/03/2011 at 04:14 AM
In my many travel experiences and stays at Marriott,I have found that the associates and the prevailing approach to service and attention does embody this philosophical base.
Posted by: Elizabeth K, Liddicoat | 02/02/2011 at 03:32 PM
Congratulations on creating what educators term a "learning community". Your employees bring to life your words every day. If you have the opportunity, talk with Demaurice, a Courtyard employee we met last week in Jackson, TN. He could be the new "you". No wonder you like going to work each day--you are creating good things and developing good people. It is the same at a JW in San Antonio, an "Autograph" in Minneapolis or a Courtyard in Tennessee. Passion, vision, positive attitude and care for others is clearly evident. Again, congratulations and thanks!
Posted by: Mark Shellinger | 02/02/2011 at 03:14 PM