Taking Care of Guests, From A to Z

September 20, 2014

Our core value at Marriott is to take good care of our associates, and they will take good care of our guests.

Recently I had the privilege of presenting the 50-year of service pin and certificate to Miss Frances Holland.  Ms. Frances, as everyone calls her, joined our company when she was hired at our first hotel – the Marriott Twin Bridges in 1964 as a housekeeper.


In 1972 she transferred from housekeeping to telephone operator after participating in the career progression program.  While at Twin Bridges she was promoted to chief operator and then supervisor.  She stayed there until the doors of the Twin Bridges Marriott closed. She then transferred to the JW Marriott flagship in telephone operations where she has spent the last 27 years taking care of guests and associates alike.

Ms. Frances was known for having a brown cart in which she kept everything from A to Z.  With her little brown cart in hand she shined shoes, tied ties, sewed buttons, made chicken soup and many other things. Today, she no longer has her cart, but has upgraded to a tote bag filled with anything she thinks is necessary to take care of her guests.

She says that it is her guests and fellow associates that keep her going. “Marriott is her home, Marriott is her family.”

It was a real honor to present this award to Ms. Frances, who is a great example of guest service for 50 years.  She has no plans to retire, as she loves caring for our guests.

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

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You GM Brett Wood at RI in Rochester, MN makes this place! He is a great employee any organization would love to have. HE knows the clientele by name and works hard to make the place a nice oasis on the road.
Bravo to your organization

Soft touches which is very effective tool and a morale booster.
Deliverable is guaranteed every step of the way.
You are a fine E.G for hospitality professional like us who follow and serve our patrons daily.
Thank you.

what a delightful story. Very touching.

What a inspirational story. I like the "Marriott is her home, Marriott is her family" part. This is a great story to share to fellow associates! :)

Dear Mis Francis!!

When there is passion for service and love for what you do, the last thing in you mind is retirement.

I identify myself with you.

Congrats Ms. Francis! Wow, such dedication.... this a great achievement! :)

What a successful career, who ever thought she is going to see this days.

Great story it's people like Ms. Frances who make me proud to be with such a great company as Marriott who shows acknowledgement of their employees. Thanks for sharing

Fifty years of service is an amazing accomplishment, congratulation's Ms. Frances!

One of a kind employee. Genuine example.

The Marriotts clan must be proud to having you ms.frances.
I hope i also can grow up with marriott.

keep moving on!

What a pleasure it is to read a blog about one of our ladies who dedicated 50 years of her life to serve others as a representative of Marriott.

Congratulations "Ms. Frances." Thank you for providing a fine example of what hospitality is and for the countless others you motivated and led on your path since 1964.

First Class!

50 years with Marriott-- and not only all those years of service, but to make such an impact for all those years is a true inspiration and something that we should all aspire to as well. Well done, Ms. Frances!

This is an ecellent example of Brilliant Hosting!!!

Wow!!!Congrats Ms. Frances..Such an Inspiration =)

Ms. Frances,
You are an inspiration to all Marriott Associates. Thank you for all that you do for our great company! You are the kind of associate that we all strive to be like.
Thank you!!!

Sara Mausbach
Director of Sales
Fairfield Inn & Suites 29 Palms, California

I know Ms. Frances well. I have been with Marriott for 27 years, and have the priviledge to work with Ms. Frances at the JW and her late sister, Ms. Betty at Crystal Gateway Marriott. Kudos to both of them...they truly exemplify customer services. Thank you for sharing this, Mr. Marriott.

A wonderful tribute to Ms. Francis who I remember well from my tenure as Director of Finance at Twin Bridges Marriott! Congratulations Ms Francis! 50 years Wow!

Ms. Frances not only took care of the guest she also took care of her fellow associates as well. She is the reason many of the managers that have come through the JW Marriott are very well trained. I cant thank her enough for what she's done for me and others while at the JW.

Dear Miss France Holland,

It's a pleasure to read about your amazing accomplishment of 50 years of service! Congratulations, thank you for the awesome example which you have provided throughout the years, and may you continue to do so!

All the best!

Sonia Boatwright
Frenchman's Reef Marriott, St. Thomas

Congratulations to Ms. Frances she is the type of employee that I stride to be like. i currently have 8 years with the company and don't plan on leaving. Ms. Frances cheers to you for a outstanding job well done.

Touching story.

Congratulations, what a great accomplishment.

Congratulations..!! Ms. Frances on your mile stone and more to come. Thank you Mr. Marriott always taking care of his associates.

Congratulations Ms. Frances. Thank you for all you do for our customers.