Our core philosophy at Marriott is to take care of our associates and they will take care of our customers and they will return.
Thanks to our associates’ ability to reach out and affect the lives of our guests, I receive over 500 letters each year from our guests expressing appreciation for our associates’ acts of caring and kindness.
During the Christmas holidays, I received a very touching letter from a guest:
“My daughter’s family and I frequently stay at Marriott Courtyard in Covington, Kentucky, due to my grandson’s (age 4) every three-month visit to Cincinnati Children’s Hospital. During our recent stay, one of your employees was very kind to my grandson.
On the morning of my grandson’s biopsy, we had a knock on our room door. Much to our surprise, we found a package for my grandson with a note that read, ‘You have been such a good boy that I decided to give you an early Christmas gift. Santa Claus.’
My grandson’s dread of not being able to eat and being put to sleep vanished. He was now someone so special that Santa Claus gave him an early Christmas gift!
After his biopsy, the anesthesiologist said this was the easiest time of putting him to sleep and the recovery room nurse said this was his easiest recovery.
Santa was your employee! Thank you for hiring her; thank you for having a work environment that promoted acts of kindness.”
I couldn’t be more proud of our associates, particularly when they go above and beyond like “Santa” did for one of our youngest guests.
I’m Bill Marriott and thanks for helping me keep Marriott on the move.