I get a lot of great letters from our guests and here’s how one letter began:
“I am writing to praise your outstanding team at the Henry Hotel in Dearborn, Michigan.”
Attached to this letter was this picture of a beautiful Pekingese sitting in the middle of the hallway like it owned the place.
The Henry Hotel is part of our Autograph Collection. As I began reading the letter from one of our frequent guests, I wondered what act of kindness prompted it. I love dogs. Not too long ago I lost my golden retriever Murphy. I read on.
“Last month, my beloved dog, Oz, passed away while we were staying at your hotel. Your staff found Oz in my room and this is how I was notified. The doorman and desk manager showed up at my worksite in tears. I knew that something was very wrong. They showed such humanity and compassion in sharing the devastating news.
“Oz was my pint-sized Pekingese. He liked nothing more than to spend hours sitting in the lobby on a luggage cart watching people go by. He was part of the place. When I arrived back at the hotel, many members of the staff were in tears as they came out to greet me. Hugs abounded. Your team was so devastated by the loss that staff members wanted to name a luggage cart after him.
“The Henry Hotel has something that can never be purchased – it has a heart.”
This was a very a touching letter. In a time of sorrow, this guest took the time to write me a note to say how much the hotel staff consoled her. That takes heart, too.
I’m Bill Marriott and thanks for helping me keep Marriott on the Move.