105 posts categorized "Service"

Consoling the Loss of a Pekingese

March 15, 2015
I get a lot of great letters from our guests and here’s how one letter began: Oz at the Henry Hotel “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...

The Haiti Principle

March 10, 2015
My daughter, Debbie Marriott Harrison, recently returned from the ceremonial opening of the Port-au-Prince Marriott Hotel in Haiti. Debbie is our company’s global officer for Marriott culture and business councils. She was so moved by her trip that I thought it best for her to share it on my blog....

Heart of the House

February 7, 2015
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...

Spirit of Giving

December 21, 2014
Each year, I talk to a group of job trainees from Washington D.C. Central Kitchen and try to leave them with a few words of wisdom. We recently met in our executive boardroom. It’s a far cry from the streets of the nation’s capital where many used to live. DC...

The Lizard and the Boy

November 16, 2014
If you’ve ever loved something special, you know how upsetting it can be to have it lost. Over the years, our youngest guests have left behind (or lost) toys, books, balls, you name it… But not until recently has someone lost a lizard. I received a letter from the Marco...

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...

Unpacking in a Hurry

August 18, 2014
During a recent weekend trip with my wife, I noticed something I had not in 59 years of marriage: how she unpacks in a hotel room. The way someone packs, or unpacks, is not usually eye-catching; but I noticed we do different things when we enter the room. My wife...

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...

Monumental Hotel in the City of Monuments

June 10, 2014
Do you know why I love the hotel business? It’s all here in our 4,000 hotel, the Marriott Marquis Washington, DC. There are more twists to this hotel story than the traffic circles from L'Enfant’s original city plan. It took 20 years to get it done, but it’s the end...

Why You Should Hire a Vet

May 22, 2014
Monday marks an important day in our nation’s history. It’s Memorial Day. While many of us will be grilling up some burgers and enjoying the warm weather with our family and friends, this day honors the men and women who gave the ultimate sacrifice for their country— laying down their...