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World of Opportunity: Chance Encounters

Posted: February 27, 2012 10:50:14 AM

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After 33 years with Marriott International, Nusrat Mirza learned first-hand how our company can open doors to a world of opportunity.

Nusrat Mirza

Nusrat’s story goes back to 1978, when he became a restaurant supervisor in one of our properties. Today, he’s the General Manager of our beautiful Renaissance Long Beach Hotel in California.

One day, after inviting his housekeeping staff to bring their children to work, Nusrat had a “chance encounter” with a young teenager named Mario. 

When asked what he wanted to do in life, the young boy confidently replied, “I want your job.”  Nusrat encouraged him to come back when he was older and like clockwork, Mario returned a few years later and was hired.  He’s now a front desk clerk known for his unfailing ability to deliver for his guests.  

One evening there was a mix-up when a guest thought she had reservations at the Renaissance, but in fact was booked at another hotel.  Mario reassured the weary traveler that he would help and, of course, quickly transferred her reservation to his hotel.  Way to go Mario!  

Nusrat Mirza with Bill Marriott

It’s great seeing a young person like Mario having success in our business.  He knew what he wanted and found a wonderful mentor in Nusrat. 

These mentorships take place at all of our hotels.  There’s nothing more rewarding than seeing an associate succeed and grow in their job. It’s the “Marriott Way.”

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

 

Comments

Posted By: Deborah J. Ahrns (02/27/2012 at 05:17 PM)
Comment:

Right on Mr. Marriott What a great story and just reinforces the book Power to Serve. I have always told Stan Lewis from the Vacation Club line that if Marriott could brand a person he would be it. Just is all about Marriott and making sure as owners and guest we have our needs met.
If you ever need someone to travel around and stay at places and write reviews on service, hospitality, and quality I would love to do that and I would not see it as a JOB but as a key component to ensuring the Marriott Brand stays true to the name. I retire from teaching next year with 35 years of service working with children whom have differing abilities and also help their families. Would love to be apart of the Marriott Family. Keep me in mind.
make a good day
and peace be with you
Debbie

Posted By: Alison Evans (02/27/2012 at 05:18 PM)
Comment:

Hi Bill,
Totally agree. We are a small company in the construction industry in Australia. We have recognized some surprising but great talents among our staff and have been rewarded many times over. I dont care what anyone says but it is the "people" that make all the difference in business.
Kind Regards Alison

Posted By: Patricia Flaccus (02/27/2012 at 05:46 PM)
Comment:

We have had the extreme pleasure of staying in the Long Beach Renaissance hotel many times. It is always such a pleasure to be there with such amazing staff. We love the restaurant " SIP' and find the wait staff so kind and helpful. The front desk is also amazing and we just happen to know who Mario is!!! What a terrific young man. He has shared with my husband, who is a linguist, his goals of learning new languages and they even practice a little French when we are at the hotel. We are Gold members and have stayed in many Marriott all over the world and we still feel that the Long Beach Renaissance is among the best!!!

Posted By: Polly (02/27/2012 at 09:10 PM)
Comment:

Thank you very much, Mr.Marriott for offering so many great chances for us to grow and develop.I love the Guangzhou Reservation center, I love the Marriott Family.

Posted By: Julianne (02/28/2012 at 07:01 AM)
Comment:

Having known Nusrat's leadership over the years it is fantastic to see it shared with the readers of this blog. I too have had the pleasure of being mentored by Nusrat and am a better leader for it.

Posted By: Anne Maselli, Anaheim Marriott (02/28/2012 at 12:23 PM)
Comment:

We are proud to have worked with Nusrat and to be a part of the wonderful Marriott Family that brings a diverse world together in harmony and service to one another.

Posted By: Andrew Adler (02/28/2012 at 03:38 PM)
Comment:

This story really shows the goodness in people, and the importance of letting parents bring their children to work. Showing children the results of hard work will give children a reason to succeed. This employee should be rewarded for his strong commitment to the community in which he lives. Thank you for sharing this, Bill!

Andrew Adler
Tulane Freeman School of Business

Posted By: Shawn Nayyar (02/28/2012 at 04:22 PM)
Comment:

Thank you for sharing this story! It is people like Nusrat Mirza and Mario who are keeping the spirit of hospitality alive and vibrant.No doubt Marriott is the leading employer of choice in the hospitality industry! Take Great Care, Shawn Nayyar

Posted By: Gary Lueck (02/29/2012 at 04:37 PM)
Comment:

I had the pleasure of working with Nusrat at the Anaheim Marriott in the early 90's. Congratulations on 33 years of excellent service!

Posted By: Karly Topkis (02/29/2012 at 05:50 PM)
Comment:

Thank you for sharing this story with me. My family has been staying at Marriott's my entire life. I have a close relationship with them whether they are in the U.S. or outside, I have always had a good experience there. The service is exceptional and personal. My family and I have said nothing but great things about Marriott to our friends over the years. You do a great job proving every motto that you stand for. It is greatly appreciated! Thank you for all of your hard work! It is nice to see hard work and motivation these days. I am in college and I now realize how lucky finding a job is and feel that Mario is a special person to stay motivated and stick to what his gut told him years before. Thank you for sharing!

Posted By: Jai Arumugam (03/01/2012 at 10:29 AM)
Comment:

Many thanks for sharing this motivating story Mr.Marriott.33 years in one company? Might be shocking to people,however when they enter the Marriott world, they will know the difference, most importantly they will understand the Marriott Culture and essence of world class hospitality.
Long live Mr.Marriott, you are really an asset to this world of hospitality.

Posted By: Marriott Deals (03/02/2012 at 11:41 AM)
Comment:

Thanks sharing this story. Congrats from core of my heart.

Posted By: Fredrick Agulo (03/03/2012 at 01:29 AM)
Comment:

Still witnessing the Marriott Way and hoping to keep it on the move at my Three in one property.Its a good story for successful mentorship

Posted By: Pamela Pellizzari (03/04/2012 at 03:37 PM)
Comment:

Hi - it's funny how I was searching for something else and landed on this page instead. I started reading and found myself enjoying your stories - this one and the ones below. I too totally agree that it is the staff who make the business - who are the face of the business. Sounds like you have a great asset there. I live in Windsor Ontario and stay in a Marriott once and awhile if I get to Toronto. I will now think of you personally when I stay there. Thanks for sharing. Pamela

Posted By: Geneiveve Janawitz (03/05/2012 at 06:43 PM)
Comment:

Thank you for a great story. Nusrat seems special and has achieved success with a great opportunity from Marriott.
We stayed at the Long Beach Hotel and he was always there to help.

Posted By: Sandra Clatterbuck (03/05/2012 at 07:24 PM)
Comment:

This is a lovely story. I so enjoy hearing about mentoring and I know that Marriott has many contented employees and I think they also treat them well.

Posted By: Maria E Casiano (03/06/2012 at 02:18 PM)
Comment:

I love this story, I live in New York and only have experience in corporate offices I was laid off and took a chance in applying for seasonal work in housekeeping. It was one of the best experience I had ever had with caring co-workers and managers, I am hoping to experience another season with the Marriott and the NY Marquis...my plan is to gain this experience to the fullest and move up to manager....Thank you for the experience...

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I'm Bill Marriott, Chairman & CEO of Marriott International.

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