Our core value at Marriott is to take good care of our associates, and they will take good care of our guests.
Recently I had the privilege of presenting the 50-year of service pin and certificate to Miss Frances Holland. Ms. Frances, as everyone calls her, joined our company when she was hired at our first hotel – the Marriott Twin Bridges in 1964 as a housekeeper.
In 1972 she transferred from housekeeping to telephone operator after participating in the career progression program. While at Twin Bridges she was promoted to chief operator and then supervisor. She stayed there until the doors of the Twin Bridges Marriott closed. She then transferred to the JW Marriott flagship in telephone operations where she has spent the last 27 years taking care of guests and associates alike.
Ms. Frances was known for having a brown cart in which she kept everything from A to Z. With her little brown cart in hand she shined shoes, tied ties, sewed buttons, made chicken soup and many other things. Today, she no longer has her cart, but has upgraded to a tote bag filled with anything she thinks is necessary to take care of her guests.
She says that it is her guests and fellow associates that keep her going. “Marriott is her home, Marriott is her family.”
It was a real honor to present this award to Ms. Frances, who is a great example of guest service for 50 years. She has no plans to retire, as she loves caring for our guests.
I’m Bill Marriott and thanks for helping me keep Marriott on the move.