54 posts categorized "Operations"

My Rules for Tipping

September 16, 2014
To celebrate International Housekeeping Week, we are placing tip envelopes in 160,000+ rooms. Most people are not sure who to tip and who not to tip when they receive good service. I try to tip everyone from the pizza deliveryman to the parking attendant to the waiter and bellman. I...

A Tale of Two Graduations

July 7, 2014
Gonzalez & Marriott Families at Cornell University Graduation I recently attended the graduation ceremonies at Cornell University in Ithaca, NY. Our grandson, Matthew, was receiving his masters in hotel administration. It was a great thrill to see him walk across the stage and receive his diploma. Matthew is our daughter...

When No One Is Looking

June 3, 2014
At left, the excellent team at Courtyard Charlottesville North. At right, Karina Macias and Leticia Martinez in a newly renovated guestroom. Do you ever think, “no one will notice” so I’ll leave it, litter, dirt, stain… you fill in the blank. It is so much easier to go through life...

Stories of Excellence

May 15, 2014
Often when I visit a hotel, I try to go to the kitchen and then visit the associate cafeteria. I want to see if the General Manager knows the names of the people who work there and where things are really located. For guests checking in, they might not notice...

Renovating Riyadh

April 7, 2014
I remember travelling across the world to the desert sands of Saudi Arabia in 1979. We were starting to open hotels all over the world. With its rich culture and strong heritage, Saudi was the best place to plant our first flag in the Middle East. The Riyadh Marriott Hotel...

Ben Voogd: Navigating Amsterdam by Bike

December 9, 2013
During my travels, I meet a lot of associates around the world. I’m often impressed not just by how well they serve our guests, but how much they love it. They take a lot of pride in being able to make our customers happy. It makes me feel great knowing...

Noella has it right, "It's kinda fun"

November 4, 2013
Noella Abijuru in Dubai Listen to how Noella Abijuru a resident of Kigali, Rwanda describes working for Marriott. “It’s kinda fun. Though it’s a business, it’s kinda fun.” Noella is one of fifteen women hired about a year ago from the Akilah Instutute for Women. She’s been training in Dubai...

How to Stay in Business, Say "Thanks"

October 29, 2013
At my desk calling customers Back when my parents ran a root beer stand, all it took to show a customer appreciation for their business was a reach across the counter, a shake of their hand and a hearty “thank you.” My Dad spent about 75 percent of his time...

One of My Proudest Business Accomplishments – Courtyard

October 24, 2013
In front of first Courtyard in 1983 and a recent visit to today's Courtyard GoBoard One of our company's proudest accomplishments is Courtyard by Marriott. The birth of Courtyard in 1983, thirty years ago, is a perfect example of how keeping your eyes and ears open to the marketplace can...

The Future of Meetings is Here

September 26, 2013
From Twin Bridges to today, meetings sure have changed Have you ever overextended yourself and invited too many people to a party? That’s what happened when we booked our first group meeting in the basement of the Twin Bridges Motor Lodge. Using that space seemed like a great way to...