Tonight, I have the privilege of being joined by our most elite associates from all around the world at our annual Awards of Excellence gala. It is an event we hold every year at our Marriott Bethesda North Hotel in Bethesda, Maryland, to honor the best of the best within our company. These associates not only provide our guests with great service, they also make it a point to take wonderful care of their fellow associates and the communities where they work and live.
This year’s honorees come from throughout the United States, as well as around the globe, from countries like China, Egypt, India, Brazil and Scotland. And, as usual, many of our honorees have some amazing stories that I would like to share with you.
Hassan Ibrahim, a prep cook at the Dallas Marriott Suites in Texas, is originally from the war-torn country of Sudan. Hassan came to the United States with a group of refugees in 2005 and found work at the hotel in Dallas. His wife, daughter and extended family are still in Sudan at a Unicef rescue camp, and while he misses them tremendously, he says he loves and has found comfort in his new “American family” at his hotel.
Robert Hampton is a doorman at the Renaissance Atlanta Waverly and, at 75 years young, has been with Marriott for 27 years. He has been known to do everything in his power to help customers, even lending a guest his suit coat when the gentleman realized he had forgotten his own just before a big presentation. Robert also takes great pride in caring for his fellow associates. When he noticed that one of his co-workers did not have a reliable mode of transportation, Robert told his colleague that if he could get his driver’s license and insurance in 30 days, he would sell him his old truck for $1.
And, Joanne McHugh is a general accountant at our Boston Marriott Newton Hotel, where she has earned the nickname, “The Energizer Bunny,” for her energetic attitude and unwavering desire to help everyone around her. She recently played the Easter Bunny at the Easter brunch at the Newton Marriott, and she looked fabulous in her bunny costume.
Despite being diagnosed with lung and liver cancer a few years ago, Joanne continues to work full days in the office, not leaving until every last customer call is taken care of. She also still finds time to give back to the community by participating in the 20-mile Walk for Hunger in Boston, and also rallied her fellow associates to help her host a fundraiser for the “Hope Lodge,” a facility which helps out-of-town cancer patients undergoing treatment in local hospitals.
Each and every one of these associates that are being honored tonight are wonderful and incredible, and a great inspiration to all of us. I congratulate all of them, as well as the winners of the Alice S. Marriott Award for Community Service, the Courtyard by Marriott Chennai in India, and the J.W. Marriott, Jr., Award for Diversity Excellence, the Renaissance Sao Paulo in Brazil, and thank them for their truly remarkable service.
I’m Bill Marriott and thanks for helping me keep Marriott on the move.
Robert Hampton is a doorman at the Renaissance Atlanta Waverly and, at 75 years young, has been with Marriott for 27 years. He has been known to do everything in his power to help customers, even lending a guest his suit coat when the gentleman realized he had forgotten his own just before a big presentation. Robert also takes great pride in caring for his fellow associates. When he noticed that one of his co-workers did not have a reliable mode of transportation, Robert told his colleague that if he could get his driver’s license and insurance in 30 days, he would sell him his old truck for $1.
And, Joanne McHugh is a general accountant at our Boston Marriott Newton Hotel, where she has earned the nickname, “The Energizer Bunny,” for her energetic attitude and unwavering desire to help everyone around her. She recently played the Easter Bunny at the Easter brunch at the Newton Marriott, and she looked fabulous in her bunny costume.
Despite being diagnosed with lung and liver cancer a few years ago, Joanne continues to work full days in the office, not leaving until every last customer call is taken care of. She also still finds time to give back to the community by participating in the 20-mile Walk for Hunger in Boston, and also rallied her fellow associates to help her host a fundraiser for the “Hope Lodge,” a facility which helps out-of-town cancer patients undergoing treatment in local hospitals.
Each and every one of these associates that are being honored tonight are wonderful and incredible, and a great inspiration to all of us. I congratulate all of them, as well as the winners of the Alice S. Marriott Award for Community Service, the Courtyard by Marriott Chennai in India, and the J.W. Marriott, Jr., Award for Diversity Excellence, the Renaissance Sao Paulo in Brazil, and thank them for their truly remarkable service.
I’m Bill Marriott and thanks for helping me keep Marriott on the move.
Mr. Marriott, I have to share with you my experiences at the Drummers Lane, Wayne PA Courtyard. I have been there for months on business, and will be here for a few months. The staff here is wonderful! They know my name, smile and ask how my day is, remember what wine I drink, and go out of their way to make this my home away from home. When I checked in last week and mentioned a pinched nerve, Sarah immediately took my suitcase, brought it to my room, put it on the luggage rack so that I wouldn't have to lift it. And the entire staff offered any help any time. This week when I checked in with my son who is recovering from surgery Michael went out of his way to get us connecting rooms. He took down the information on the visiting nurse, made sure that he got my permission to enter the room in case of emergency, and offered any help I needed. I love all Mariotts and won't stay at any other hotel, but this is my favorite. I sent a note to your Customer Service but wanted to tell you directly.
Posted by: Mary Anne Stagg | 08/14/2011 at 04:15 PM
We stay at the Spring Hill Suites in Peabody, MA, a few times a year. Dawn is a great representative of Marriott. Friendly, helpful and knowledgeable, we are always pleased to see her once again.
Posted by: Patricia Houseknecht | 08/10/2011 at 08:54 AM
Bill Marriott...
I'd like to tell you about great customer service! (...today I have relatives that traveled to Washington DC and are staying at the Residence Inn on 1401 North Adams.) My stepmother's birthday is today and I wanted to remember it by having something sent to her via room service. No Room Service at the Residence Inn. However, Marilyn Gomez (Residence Inn) connected me with a restaurant in the same building as the hotel. She was so kind and even offered to deliver it to my stepmother who is in remission from stage 4 cancer. I am pilot and fly all over the world and stay at many hotels ...next time in DC...I want to stay with Marilyn and the Residence Inn. That kind of service is 5 star.
Posted by: Stacie Linn | 07/20/2011 at 05:03 PM
I have stayed at Marriott all over the world and have to say the consistency of service and room accommodation means a lot to me. Currently I am working with Terrie McNutt at the Marriott Courtyard in Carson City for my son's wedding - she has gone above and beyond in getting everything arranged and made me feel at ease during the entire process. I truly believe she should be on the list this year! Dedicated Platinum Elite Member - Nancy
Posted by: Nancy Burdette | 06/18/2011 at 05:37 PM
Hello Mr. Marriott:
Their are so many wonderful stories of great service from Marriott Employees I fear my story isn't very different.
Recently, June 2nd- 4th, I stayed at the JW Marriott, New Orleans on Canal St and I have to say that I have never encountered a more welcoming group of people. I am a christian singer/songwriter and I was in town for a taping of a program for The Word Network. I had several special request such as a room where I could practice, complimentary breakfast, and one employee stayed on the phone with me while giving me directions to find the hotel. Certain individuals went above and beyond: Monique *****, Zachery in lost prevention, Tamyra ******, and the entire bell hop staff.
I will be singing the praises of the Marriott staff from now on!
For more information on my music click the link below.
http://thecallfoundation.com/?page_id=93
Thank You
Bridgjette Taylor
Posted by: Bridgjette Taylor | 06/06/2011 at 05:40 AM
Mr. Marriott,
It is great to learn about the recognition these people received. I just wanted to add that most often you and your customer service receive mostly the complaints. I stay many nights at the Courtyard, Blue Ash, OH. Yes, everything is not 100% perfect, but 99.75% is pretty good in my travels. The General Manager Rick ****** makes the whole facility work like the proverbial well oiled machine through training and never ending hands on management style-helping in the morning rush for breakfast, personally checking that all rooms are made up, checking guests in when the rush suddenly hits. He makes a tremendous effort to remember his repeat guests and makes new guests feel like they have been coming for years. So, I would like to recognize his trust and mentoring of his staff to make the associates better so they to can be recognized and promoted.
Best Regards
Mike Wood
Farmington Hills, MI 48331
Posted by: Mike Wood | 06/01/2011 at 11:22 AM
Dear Mr Marriot,
I've just spent a week with friends in the Marriott at Sawgrass for the Pro-Am. Had a great time but was totally perplexed that there were no robe hooks in the bathrooms, no shower caps for us girls, and no drying facilities over the bath for our swim wear overnight. We found this quite strange and haven't come across it before. Would appreciate knowing why these basic facilities weren't available?
Kind regards
Marilyn Heath (UK)
Posted by: Marilyn Heath | 05/25/2011 at 04:50 AM
Dear Mr. Marriot,
I couldn't find anywhere else on your website to comment, so I decided to use your blog to ensure credit is given where credit is due.
My colleague John Junyong Lee and I recently had the pleasure to stay in your San Antonio Marriot Rivercenter property for several nights (5/14-5/16). Unfortunately, we got our return flight to L.A. confused and ended up checking out at 07:00 on 5/16 and when we arrived at the airport we discovered we had missed out 06:15 flight.
Depressed and exhausted we headed back to your hotel and explained our situation to your front office staff, much to our surprise and delight, Mr. Damon ***** (Lobby Ambassador Supervisor) stepped forward and checked our bill and ID and immediatedly instructed the desk clerk to reissue us house keys, so we could go back to the room and rest.
As a long resident of Asia, I'm used to warm and caring service personnel who take responsibility for the decisions without always abiding by the letter of the law, and in recent years I've discovered that U.S. service personnel while professional lack a sincerity and sense of empathy that you find in Asia. Well, Mr. ***** proved me wrong and I would like to commend him and your entire organization for caring about your customer.
Sincerely,
Walter Van Patten
Posted by: Walter Van Patten | 05/19/2011 at 08:04 PM
Richard & Bill Marriott,
Tonight, I had the privilege of watching a fantastic program " JW Marriott: Host to the world" on MSNBC tonight. This wonderful story outlined a very interesting and thoughtful biography outlining the history of your company and family values that prove that hard work can lead to success.
The movie showed powerful examples of core family values, belief in religion, focus on constant improvement, appreciation to all employees, and the fact that hard work can lead to success.
As a young small businessman, I will remember your story and will try to lead by your example.
The development of the Marriott businesses while America grew up thru historical events gave me an appreciation and knowledge of your company. I especially enjoyed the impressive entrepreneurial instinct coupled with intelligent choices of diversification with the restaurant and airline food businesses. Until today, I tonight that Marriott was just a motel chain.
Thanks for participating in the MSNBC program. It was a wonderful, motivating story showing that success can be found thru hard work. Focus on strong core family values and employees shows a well rounded approach that many others in the business world should look up to.
Posted by: Glenn Kantock | 05/16/2011 at 08:48 PM
Bill can you open a hotel in Kimgston Jamaica
Posted by: Hope Colly | 05/16/2011 at 01:45 PM
Dear Bill Marriott, I have to let you know about a stay I recently had at the Courtyard Stamford Downtown
275 Summer Street
Stamford, Connecticut 06901
USA
(203) 358-8822
My wife and I came to Ct for Mothers Day and also to see our Drs. for yearly test. The hotel was spotless the customer service impicable. Shawn the manger and Todd the assitant manager had found out that 1 of my wife's test came back and she had to have a biopsy. She was very upset because the hot water system had some problems and the water was luke warm the day of the biopsy. Shawn & Todd went over and above what I have ever experienced. The hot water got fixed and they sent a arrangement of flowers to my wife in our room. I call that caring and it meant soo much at the time when my wife needed a little uplifting. Please notr this as I have stayed at many of Marriotts and this kind of service I have never come across. It means soo much to us and we feel they deserve some kind of reconition for this as no one in any other hotel I know of would have done this and I thank you for hiring such kind and caring personel. They keep a wonderful place to stay and it is by far the most well run, clean Marriott I have been to. I hope you send them a letter to reconize what they did. We are silver members and with people like this soon to be gold. Thank You Jim & Carol jankowski
Posted by: James jankowski | 05/15/2011 at 06:00 PM
Congratulations to all!
While I have never met any of these nominees, I have met so many that make Marriott a great organization!
Thanks to all of you for the great service.
Posted by: Jerry L. Morgan | 05/15/2011 at 01:25 PM
I am thrilled to see Hassan Bakri from the Cairo Marriott selected for the prestigeous J. Willard Marriott Award. Hassan is well deserving of this special recognition!
Harry Bosschaart
Posted by: Harry Bosschaart | 05/15/2011 at 01:29 AM
Mr. Marriott:
What must I say?
Gratitude!!! Powered energy of the Universe. So to the 4 books in 1 of the Church of Jesus Christ of Latter Day Saints and found its synonym “Thanks.”
With Thanks came:
i) Bless - “Wake the power within thee slumbering, trim the plot that's in thy keeping, thou wilt bless the task when reaping sweet labor’s prize.”-John Stuart Blackie
ii) Indebted - “Hold fast to the Bible. To the influence of this Book we are indebted for all the progress made in true civilization and to this we must look as our guide in the future.” -Ulysses S. Grant
iii) Praise - “A man desires praise that he may be reassured, that he may be quit of his doubting of himself; he is indifferent to applause when he is confident of success.” -Alec Waugh
iv) Rejoice - “Let my name stand among those who are willing to bear ridicule and reproach for the truth's sake, and so earn some right to rejoice when the victory is won.” -Louisa May Alcott
v) Thankful - “Appreciation is the highest form of prayer, for it acknowledges the presence of good wherever you shine the light of your thankful thoughts.”-Alan Cohen
vi) Thankfulness-"Thankfulness is the beginning of gratitude. Gratitude is the completion of thankfulness. Thankfulness may consist merely of words. Gratitude is shown in acts.”- Henri Frederic Amiel
vii) Thanksgiving -“Gratitude is the inward feeling of kindness received. Thankfulness is the natural impulse to express that feeling. Thanksgiving is the following of that impulse.” - Henry Van Dyke
In gratitude for your sharing as you keep Marriott on the Move.
Posted by: Juliette Adams | 05/14/2011 at 01:34 PM
I would be interested in seeing a complete list of honorees for the U.S. I only stay at a Marriott Property when I travel and am interested in seeing if we might know any of the honorees from our travels. Thank You.
Posted by: mcglasheen@hotmail.com | 05/14/2011 at 12:37 PM
Mr Marriott
congrats to all of your fine associates that earned this designation! Speaking for many elite travelers, we appreciate all the little things your associates do to make our stay comfortable and uneventful. In addition, we are in awe, and most grateful, when someone goes above and beyond the call of duty.
Thanks to All!
Posted by: Karl Scherer | 05/14/2011 at 09:43 AM
Congratulations to these wonderful associates. I have come to learn that, in the MVCI division, Wilma Clark of Heritage Club, HH, has received an excellence award, also. How wonderful.\
Posted by: Elizabeth K, Liddicoat | 05/13/2011 at 04:48 PM
WOOOOOOOOOOOOOOW.REALLY WONDERFUL STORIES.
Posted by: KARINE | 05/13/2011 at 02:48 PM
I travel a lot. I am a Platinum member of Delta. I stay at many different hotels. I have now stayed at the San Jose Marriott twice in the past 5 months. I am astonished. This is the best run hotel I have had the pleasure of staying at in many, many years. The personal attention, including from Justin **** and Jessie. I met Justin as I was checking out. He had sent me an e-mail after my last stay. The attention I received I ordinarily do not receive, except at expensive European hostelry. I received the same kind of attention while eating at the restaurant in the hotel. The hostess remembered my new granddaughter's name (we were there to celebrate her arrival). This hotel has made me a guest for the foreseeable future.
This kind of atmosphere is created at the top of the corporate ladder. BRAVO.
Posted by: Alan Schenk | 05/13/2011 at 02:46 PM
Congratulations to everyone being honored and our prayers are with Joanne McHugh “The Energizer Bunny,” for her energetic attitude and unwavering desire to help everyone around her even with her current diagnoses she keeps going and going, she is a champion and inspires all of us to seize everyday to the fullest.
Posted by: Christopher P Crounse | 05/13/2011 at 02:17 PM
I find it interesting to read items like this, since as a Platinum member I never seem to find that kind of help when I need it, even when it seems to be a minor request. I just had an issue today where I need a little assistance and was told there was nothing that could be done.
Posted by: Ernest | 05/13/2011 at 12:21 PM
Dear Mr. Marriott,
Over the years, I have been called in by current and past members of management at Courtyard by Marriott in Boise, Idaho on several occasions to assist with translation for various employees. From the first interaction I had with Manager Wade *********, however, I have been more than impressed with the manner in which he addressed issues with clear communication mixed with concern and care for the individuals.
The manner in which Wade has conducted himself and represented your company, sir; is a testament to his professionalism as well as his qualities as a person. These qualities were clearly evident when we met under challenging circumstances when a certain individual had to be let go. Wade’s handling of the entire situation was appropriate, fair, and clear. The discharged individual maintains high respect for Wade and has accepted the fair results of his actions.
I am writing today in order to thank you for employing such individuals as Wade Oldenburg who display such generosity and understanding in their management and interaction with other people. I sincerely appreciate Wade’s patience and concern for all individuals involved whenever I have been called in for assistance with communication. It has been my pleasure to assist by offering translating services. I felt compelled to write to you to make you aware of not only what your employee has done, but the excellent manner in which he has carried out his management.
Sincerely,
Daniel F. Kramer, Pastor
Posted by: Pastor Daniel Kramer | 05/13/2011 at 11:21 AM
Hello
I just have a question about hotel locations. I notice there are Marriots in Australia. Is there plans to have locations in New Zealand in future.
Regards,
Posted by: Brian Godsell | 05/12/2011 at 07:06 PM
Mr. Marriott-
I am unfortunate to have to travel on business weekly; but fortunate to stay at one of your Courtyard properties. I want to tell you that so many of your associates are really wonderful. I am definitely treated like family; even when I am away from home. So enjoy the celebration, and remember there's plenty more terrific folks that aren't with you tonight!
Posted by: Susan Snowden | 05/12/2011 at 06:23 PM