Any company that’s been around close to 90 years has learned to roll with changes. Much of the reason we’ve been able to weather the good times and the bad is that our company doesn’t just accept change… we embrace it.
It started just after my parents opened their root beer stand in the summer of 1927. Ice cold root beer was a big hit during the hot and humid days in Washington, D.C. But, then, of course, winter arrived. Cold drinks weren’t a big seller when the snow was coming down.
The business needed to adapt to changing customer needs. My mother had a recipe from the Mexican embassy for tamales. She and my father added hot food to their menu and the Hot Shoppes was born.
Over our company history, time and again we’ve made innovative changes to adapt to the needs of customers. In the ‘80s, business travel became a new way of life. We developed the Courtyard brand to meet the road warrior’s needs. The next generation has said they want hotels and travel experiences unlike any other… so we created the Autograph Collection. Consumers want new ways to experience brands? We invest in virtual reality technology for guests to see the world.
Even a large company must nimbly adapt to the changing consumer. Our people are driven to challenge the status quo. They aren’t satisfied with what’s always been done. They want to find new ways to lead our industry.
In our animated web series titled, “Hot Shoppe,” episode three depicts how the crew anticipates customers’ changing needs.
What never goes out of style is great service. That’s been consistent over our history. We promise and deliver exceptional service, no matter how a customer’s needs may change.
I’m Bill Marriott and thanks for helping me keep Marriott on the move.