Awards of Excellence

May 9, 2012

ConfettiMy father often said “take good care of the associates and they’ll take good care of the customers.”  That’s at the heart of how we do things at Marriott every day.  Our associates around the world put people first - whether it's inside the hotels or outside in the communities they serve. 

Every associate has a commitment to teamwork, excellence and the Spirit to Serve.  But there are always a special few who really shine.  To recognize their terrific dedication, once a year we invite them to Headquarters and put on a special awards ceremony in their honor. Visiting HQ

I could blog at length about how much our associates do for our guests.  But let me give you just a couple of examples:

Don “Archie” Archuleta is a Bell Person at the Anaheim Marriott.  He’s an incredibly compassionate person.  He remembers guests’ names and always offers them a warm and sincere welcome.  Once, when driving a female guest to the airport, she learned from a phone call that her husband had died in a tragic car accident.  Archie became her shoulder to cry on and her pillar of support, making sure she made it safely on her way.  That guest still stays in touch with Archie.  They have a bond for life.

At the JW Marriott in Seoul, South Korea Julie Dongju Lee exemplifies the “humanity” in Human Resources.  She makes a personal investment in all of her fellow associates keeping the lines of communication open and making time to visit every department to offer encouragement or just listen.  A common topic in her associate training program is adapting to change – pointing out to managers that change cannot be controlled, but reacting to it can be controlled. 

Mohammed Ramadan started out with us as an Airport Driver in Kuwait.  Now he’s a Visa Supervisor.  He’s in charge of making sure work permits and other forms are in order for everyone who works in the hotel.  He says the best part of his job is witnessing an associate’s journey from being hired to when they get on the job and learn how to work.  While he processes forms for more than 550 associates, Mohammad never loses the focus of putting people first.     

I am proud of all of you.

We also give out the Alice S. Marriott Award for Community Service.  This year The Ritz-Carlton, Millenia Singapore received that honor.  And the J.W. Marriott, Jr. Award for Excellence in Diversity goes to our Western Southwest Sales Organization.

This is just a quick snapshot of the overall picture.  I wish I could single out everyone who deserves it.  But I’d love if you could share any stories about exceptional associates you’ve met in our hotels.

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

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Five of my girl friends and I recently stayed at the Nashville Gaylord Hotel. It was an amazing time but two of your employees were extraordinary in their service. When we were going to our rooms we must have looked a little confused to say the least! This gentleman saw us and insisted on going out of his way to show us all the way to our rooms. His name was James Edward, Construction Project Manager. The lady who directed the bus loading to downton, the boat etc. was amazing and I didn't get her last name first name was Ina, she handled hundreds of people getting them on the right bus to many different places. Loved every minute of our stay!

Mr. Marriott - I hope you have the time to visit one of your properties - The Grand Cayman Marriott Beach Resort. I would like to give some much needed praise for a wonderful establishment and also 4 impressive employees. My family recently stayed at this property for 7 days. The service was amazing. The sheer number of employees constantly greeting you with smiles and by name was impressive. 4 employees that went above and beyond were: Steve Carrig, Director or Engineering, Bernal Calvo, Food & Beverage Senior Supervisor, Nelson Maun, Bellman and Pamela Plaza, At Your Service Supervisor. My family had a couple of issues that arose during our vacation and these 4 individuals went above and beyond to make sure the issue was resolved quickly and that my family had the best vacation possible. There superior service was a shining star for Marriott properties. I would highly recommend staying at this property and also making it a point to find and compliment these 4 employees. You will not be disappointed with their exceptional service.

Monica V-Storey at the Residence Inn, Santa Fe -- Fantastic!!! Thank you so much for handling, with welcoming grace and efficiency, the bulk of my daughter's wedding guests! -- Dan

I began working with the Courtyard Marriott in New Braunfels in 2012. After experiencing a few college jobs where management looked at me as a number and expendable at their convenience, it was such a refreshing breath of fresh air to feel the support and sincerity from my new management team!
It starts from the top here at the Courtyard in New Braunfels with our general manager Keith Morgan. He exemplifies Marriott's core values and belief that if you “take good care of the associates they’ll take good care of the customers.”
Keith Morgan's support is inspiring and sets the tone for our entire staff. I'm appreciative of his hard work, powerful ethics, and the team he has dilligently put in place here. All of these ingredients have resulted in a recipe for success and an incredible work environment!
Thank you to Marriott for setting such high standards and a huge thank you to Keith Morgan for going above and beyond them everyday!

Abbey Uballe
Guest Services
Courtyard New Braunfels River Village
830-626-4700
750 IH 35 N
New Braunfels, TX 78130

I attended a large national convention at the Orlando World Center Marriott recently. After traveling for hours, I arrived at the front desk to check in. I was sweating and weak. The young lady assisting me noticed my face and asked if I was okay. I told her I thought my blood sugar was dropping and that I just needed to get checked in so I could get something to eat.

Within two minutes, a young man arrived with a cold glass of apple juice and a roll of glucose tablets. I drank the apple juice and refused the tablets, but he insisted I keep them in case I needed them later. I felt better within minutes.

I asked how they knew I needed help and what to do. The young lady said they had hosted diabetes conventions and were trained on what to do for blood sugar.

I was amazed at the sensitivity of the staff and the quickness with which they reacted. They obviously had a protocol set up for this.

I learned later that the assistant's name was Anneke. I hope that she is noticed by Marriott for her work. She was wonderful.

Thank you.

Robin Bueche
VP, Legal Department
Blue Cross and Blue Shield of Louisiana

As a Marriott Rewards member for about 30 years, we recently stayed at the Fairfield, 21 West 37th St, New York for 3 days. I want to express my sincere gratitude to Daniel for the outstanding service he provided. From the explanations of places to see to hailing cabs on 5th Ave. and bringing them to the hotel his professionalism was superb. He really helped make our short vacation enjoyable.
Grady and Brenda Sain

Recently the American Thoracic Society held their annual meeting in San Francisco, Ca approximate attendance 15,000 people. The city was swarming with doctors and our group was spread through the city but the San Francisco Marriott was our headquarter hotel. I have been in the industry for over 25 years and you remember people who make an impression on you. Recently at the SF Marriott I had the pleasure of working with Michael Narkewicz – Senior Event Manager. Michael was FANTASTIC. He was a professional from our first meeting last June till I walked out the door. Michael constantly went above and beyond for our group. He personally welcomed executives to the city at any hotel, he offered VIP guests suggestions in Sonoma County for a post trip he assisted ATS staff with medical attention. Michael was attentive to every detail from the early morning hours to the late night meetings. He wanted to make sure the group was completely happy. As the planner I could not thank him for his loyalty to our group but you at Marriott should know his loyalty to your organization. As you and your father believe “take care of your associates and your associates will take care of the guest” well Michael is a true testament to that statement. It was my professional pleasure to work with Michael during my recent conference.

Dear Mr. Marriott,
We are Marriott Awards members and have always been treated with kindness and respect by Marriott associates.
We are in hotels often due to our work and truly appreciate good service when away from home.
We were particularly struck by Lynette's consideration, sense of humor and efficiency when we stayed at the Foxborough, MA Residence Inn, 250 Foxborough Boulevard.
The location and all surrounding hotels were sold out due to a Jimmy Buffet Concert.
Those working the front desk were inundated with incoming phone calls as well as questions from guests. We noted how Lynette greeted each guest with genuine warmth and flawless professionalism.
Then, despite the continuous multi-tasking Lynette was handling, knowing it was my birthday, she brought "fresh from the oven" chocolate chip cookies to our room. WOW!
THANK YOU LYNETTE... WE HOPE MR. MARRIOTT SENDS YOU A COPY OF THIS EAMIL!
Sincerely, Sue Slate & Gin Shear

My wife and I were starting our two week trip in France. For the first day, we stayed at the Paris Charles de Gaulle Airport Marriott in Roissy en France. It was close to the airport and gave us a chance to go into Paris and fight jet lag before we left to drive to Lyon the next day. When we checked in on May 27, we were helped by one of your associates, Valerie Brulee. Valerie was extremely friendly and helpful and made us feel at home. The next day before we left, Valerie helped us with driving directions, printed out a map with directions and got us going in the right direction. We truly felt like we were family with all of Valerie's assistance, care and consideration. Valerie is truly an associate you should be proud to have representing Marriott. This young lady has a lot of potential. We look forward to seeing her again at our next trip to France or even possibly at a Marriott in the USA.

Warm Regards,

Jeffrey and Renee Stytz

From May 9, 2012 to May 22,2012, my wife stayed at your Fairfield Inn at 216 Ontario in Chicago. Ann was there while I recuperated from major surgery at Northwestern Hospital. It was a very difficult ordeal and caused her great anxiety and much worry. Apparently, she wore her trials on her face for invariably, two of the desk team at the Inn greeted her with much compassion and care. They showed her great concern and tried hard always to pick up her spirits. They greeted her as family when she return to the Inn each night. Ann came to look forward to seeing them and to receiving their words of consolation.

On her leaving the Inn the last day, these gentlemen gave her a stuffed toy and a wonderful note expressing their pleasure that she had stayed at the Inn and their prayers that her husband (me) would be fully recovered. We shall treasure their note and we will not ever forget their incredible caring during a very difficult time. These gentlemen, Mr. Kenny McCloud and Mr. Charles Williams, will own our deep gratitude forever for the splendid hospitality and familial caring they showed my wife. We pray that they will be recognized as profoundly exemplifying all that your fine company represents.

Ann and Bill Sexton

My husband Dan and I stayed at the Indianapolis East Marriott over the Memorial Day Holiday. Unfortunately we were visiting not for the race but for the funeral of my Mom who passed away in CA and was flown home to be buried. I was completely frazzled by the emotions and details - Tony Anderson at Marriott East to the rescue. He was wonderful to us and helped us arrange a room that could accomodate family after the funeral. I could not wait to give this man a hug. The staff got together and signed a really nice card for us...it was amazing. Tony, Chris and all the people at the desk and restaraunt were outstanding. We highly recommend this property. The facility was beautiful, and more importantly, the people were beautiful.
Warmest Regards,

Terri Richards


My husband Dan and I stayed at the Indianapolis East Marriott over the Memorial Day Holiday. Unfortunately we were visiting not for the race but for the funeral of my Mom who passed away in CA and was flown home to be buried. I was completely frazzled by the emotions and details - Tony Anderson at Marriott East to the rescue. He was wonderful to us and helped us arrange a room that could accomodate family after the funeral. I could not wait to give this man a hug. The staff got together and signed a really nice card...it was amazing. Tony, Chris and all the people at the desk and restaraunt were outstanding. We highly recommend this property. The facility was beautiful, and more importantly, the people were beautiful.

My wife and I stayed recently at the York Marriott hotel, Tadcaster Road, York. We were most impressed by the high standard of service we received in all parts of the hotel. It was noteworthy that the General Manager ( whose name I'm afraid I did not catch ) was not desk-bound in his office but was instead constantly visible and available to help any guest in need. No doubt in part inspired by his example, all the staff we encountered were naturally welcoming, greeting us with genuine smiles as they helped us in reception, housekeeping, dining or just passing in the corridor.
The young waitress who could have conducted us to a breakfast table at the back of the room but suggested instead that we wait briefly while she cleared and re-laid a table at the window with a lovely view ensured that our day started on the brightest of notes. And if there is one member of the York Marriott team who deserves special mention it is Andrew Tate. He it was who energetically helped my wife with our numerous pieces of luggage on arrival ( I was parking the car and we are both elderly ) and remained ever ready to assist us in different ways throughout our stay. We have stayed in a number of Marriotts here and abroad - the York was quite the best.

Bill - I liked a statement that you made - "My father often said “take good care of the associates and they’ll take good care of the customers.” That’s at the heart of how we do things at Marriott every day. Our associates around the world put people first - whether it's inside the hotels or outside in the communities they serve."

For this reason I am writing to praise an employee I encountered at the Marriott Frenchman's Reef in St. Thomas USVI. I tried to find a place to provide customer feedback on an employee on the main Marriott home page and I even did a google search; however, I could not find a place to do it. I hope this place finds this message to you and to the employee's management. You have to know that I was quite impressed if I am taking the time to find a way to communicate this to you.

I stayed at the Marriott Frenchman's Reef in St. Thomas from 22 May through 28 May. I encounter an employee, Donna Booker, who was working there for 3 weeks on assignment from her main location of Nashville, TN. What a delightful person!! Her hospitality, engagement in conversation to ensure our stay was enjoyable, and that we were getting the most out of our vacation was more than what we expected. Anytime she saw us around the property she always raised a hand to wave and smile. To me this type of service, engagement and sincere concern about our stay being the best it can be will always beat any type of amentity a hotel can provide. I have travelled the world and always find the service to be so much better in Asia and wished I could make compliments about service in the USA (North America). At last I am able to do that because of your employee, Donna Booker!! I think one of the main things that made this person stand out was that we met her at one of the restaurants, CoCo Joe's, so she wasn't at the reception desk to welcome us or some other key role where her responsibility would have designated her engagement in the manner that she did.

I hope you and her local management can find a way to recognize and celebrate her for being the great ambassador she is for the Marriott brand.

Thanks Donna, for all you did for us.

Rowland Edwards
rowland_edwards@yahoo.com

I traveled on Easter Sunday 2012 from Northern California to Salt Lake City, UT arriving at the Courtyard SLC Airport around 9pm.

Wendy at the front desk was about as nice as anyone I've met within Marriott. After checking in and retiring to my room, I found a small care package in my room waiting for me from Wendy with a nice hand written note.

Bill - if you haven't met this young girl I suggest you do so and try to do everything you can to keep her! She is the kind of customer relations person companies can't affort to lose.

Good Morning , My wife and I stayed at the San Francisco Marriot at Fishermans Warlf , two weeks ago, When we arrived We were Met by a Bellman named Able Razo , who took our bags and helped us to the front desk , pretty standard. Able then took us to our room ,along the way he told us what a great place we picked to stay and many of the things to see and do while we were there, at the room he got us a bucket of ice and then on the provided map showed us where things were and the best way to get to them,This was far above Standard, His suggestions were great and because of them we stayed an extra night. This guy is a bonus to your staff , I was really impress and just thought you should know. I stay at a lot of hotels with my job and know a difference when i see it Thankyou Terry and Janet Draper