« December 2016 | Main | February 2017 »

2 posts from January 2017


The Spirit of Aloha

Aloha Spirit to Serve - Kehaulani KamIf you’ve read my blog before, you know that I believe culture is everything. It’s the foundation to all that we do—in the interaction with our guests, associates and communities. And while Starwood didn’t have the multi-decade legacy of Marriott, they did have a belief in the importance of service excellence to shape the guest experience and a commitment to serving the world.

So, it was no surprise to me to hear of an associate at our Starwood properties in Waikiki who embraces not only the culture of Hawaii but also the culture of our company.

For the past 45 years, Kehaulani Kam has been dedicating her life to taking care of guests and associates. She started her career as a key room clerk (. And now, she is the Director of Culture for the four Starwood properties in Waikiki.

The Waikiki resorts employ more than 3,500 associates and Kehaulani has personally welcomed and helped train almost every member of the team. She is passionate about training and developing the best in every associate—helping them see the importance of service excellence.

She’s also committed to the culture of Hawaii. Every week she joins guests before sunrise on Waikiki Beach to bring in the sun for a Ho’oala Ritual. And she is always finding new ways to immerse guests and associates into the culture of her island with hula classes, cultural celebrations, Polynesian sporting events for children and a number of educational programs.

Kehaulani is also the driving force behind the properties’ community events. Under her leadership, the hotels raise more than $200,000 each year for the United Way, as well as support local schools, charities and hospitals. 

I am so impressed by Kehaulani’s dedication and passion for her job. I hope you’ll visit her in Waikiki and experience for yourself her warm spirit of aloha!

I’m Bill Marriott and thanks for helping me keep Marriott on the move.

Listen to audio


How to Keep Your New Year’s Resolution

2017 New Year ResolutionEvery year around this time, people start frantically making their New Year’s resolutions. What am I going to change? How am I going to make those changes?  There are few people who actually keep those resolutions throughout the year—most people tend to let their resolutions slip as their passion for the goal wanes.

What brings me comfort about our company is we don’t let our dedication or passion waver. We have more than 500,000 people who wear our name badge around the globe. And they all have the singular goal to be the best at creating memorable experiences for our guests.

As you consider your New Year’s resolutions this year, think about your goal—whether in business or in your personal life—and why it’s important to you. And consider these points, as well:

  • Is it attainable? Find a singular goal that stretches you but isn’t impossible to achieve.
  • Who do you need to help you get there? No one can go the road alone. We need to surround ourselves with people who want to see us succeed, who want the best for us and can support us as we move forward. 
  • What small steps can you take each day to realize success? Know what your ultimate long-term goal is but, more importantly, understand success doesn’t happen in a day. It takes dedication and hard work to get to the finish line.
  • How will you handle setbacks? Setbacks are an expected part of life and business. Plan ahead for how you will face discouragement and moments of defeat. Make a “Plan B” to support your “Plan A.”

Don’t get to New Year’s 2018 and wish you had done more or been better. Take pride in the details of your life. Live each day with your eye on the prize, as they say. I think you’ll find the journey to get there can be just as fulfilling as the goal itself.

I’m Bill Marriott and thanks for helping me keep Marriott on the move.

Listen to audio