I do like to talk (and blog) about our associates who serve our guests every day. Some work in the front of the house and some work behind the scenes in what’s called the “back of the house.” No matter where they work, we’re shinning the spotlight on their outstanding service and featuring their stories on a new website called “Heart of the House.”
I’ve always believed that it’s very important to celebrate other people’s success, not your own. In the early years, I tried to visit each and every hotel to thank our associates personally for their service. Now, with more than 4100 hotels, it’s impossible to thank everyone personally, but our associates and the “Heart of the House” really keep me excited.
Recent postings to “Heart of the House” include “Alfredo to the Rescue.” After Boston’s recent terrible blizzard, Alfredo threw on his Red Sox hat, trudged three miles navigating four-foot snow drifts to get to work and help keep the hotel running.
In Egypt, our 30 associates from the Sharm El Sheikh Marriott Resort went diving in the Red Sea to collect harmful debris. The underwater photos are truly incredible.
One of my heroes is Bobby Spitzburg who is the linen sorter at the Irvine Marriott in California. Bobby is autistic but for him that’s not a problem. Bobby comes to work every day on the bus and is always there on time. He began in the Newton Massachusetts Marriott 36 years ago. Obviously, he was thrilled when the Patriots won the Super Bowl.
Bobby stands at the bottom of our linen shoot at Irvine and and sorts a thousand pounds of linen every single day. He also spends time on the hotel floors pushing the linen cart around to collect the dirty linen. Bobby has an amazing ability to remember names. He knows the names of each and every one of his colleagues. He also remembers the name of every guest he meets. When our guests introduce themselves, they know that when they return to the hotel, Bobby will greet them by name. Bobby’s gift is one I envy a lot. Guests say they often come to Irvine just to see Bobby.
In our own backyard, associates from our headquarters put on their hairnets and spent the day packaging food for people living with HIV/AIDS, cancer and other serious illnesses. (That's my daughter Debbie taking the selfie.)
Every hotel is filled with dedicated staff in the front of the house and in the back of the house. Some you’ll see, some you won’t see. I’m sharing these stories to recognize all of those who work so hard and their great spirit to serve.
Visit marriott.com/HeartoftheHouse to read the stories and submit one of your own.
I’m Bill Marriott and thanks for helping me keep Marriott on the move.