The Motto

J.W. Marriott Jr., J.W. Marriot's son and recently

resigned CEO as of March 2012, gave a speech in 2001 entitled 'Our Competitive Strength' where he indicates that Marriott Competitive advantage is that of their employees. An idea that originated by his father and the running boys, J.W. Marriott Jr. firmly believes that customer service begins with the associates and taking care of them. "For more than 70 years, we've lived by a simple motto. If we take care of our associates, they'll take care of the guest."

J.W. Marriott

Origin of Idea
People need something cold to drink on a hot day. A newly wed

couple opened an A&W root beer stand in 1927 to do just that, serve cold root beer on a hot day. The idea of serving the costumer with and icy beverage on a hot day ultimately would end once the summer drew to winter and the Marriott's then went out to serve the costumers better with adding food to the menu. In the 1930's 'Hot Shoppes' were bustling with people of all ages and all backgrounds, and they were known for there 'running boys' who ran to the cars of the costumers to serve them burgers, milkshakes, and barbeque. As the franchise grew considerably through the forties it was on to the next endeavor for J.W. Marriott. The owner and his wife were expanding upon their already bustling "hot Shoppes" that spanned over 10 states with more then 65 locations. Because of there success in the food industry they saw an opening in expanding to hotels.

Capitalization
Marriot international Inc was separated in to two

groups Marriot service group and Marriot management service . In 1968, Marriot corporation became one of the first company stock in New York stock exchange . Marriot corporation is very diversity about investments which are divided into three major groups: " food ,in-flight services, and hotels and restaurant ." Marriott vacation corporation was very concentrate on development luxury hotel investment. in 1988, Marriot had 570 hotels which was increase 12 percent per year.

Capitalization
Marriot international Inc was separated in to two

groups Marriot service group and Marriot management service . In 1968, Marriot corporation became one of the first company stock in New York stock exchange . Marriot corporation is very diversity about investments which are divided into three major groups: " food ,in-flight services, and hotels and restaurant ." Marriott vacation corporation was very concentrate on development luxury hotel investment. in 1988, Marriot had 570 hotels which was increase 12 percent per year.

Capitalization
overview business of Marriot, it has 3500 hotels

over 70 countries. 90% revenue of Marriot came from the hotels operations . in 2009 , the Marriot earned 10.91 million and 11.60 in 2010.

Implementation-social responsibility
Shelter and Food Creating places of refuge, providing housing and feeding the hungry, particularly during times of disaster, is a natural extension of this role. We also recognize our opportunity to help meet the needs of sick and impoverished children in and beyond the communities where we operate. Managed and franchised properties are also encouraged to seek out partnerships and initiatives that will contribute to strengthening the communities in which they operate. Environment Climate Counts a nonprofit organization that rates corporations on their sustainability and climate strategies, creates an annual Climate Counts Company Scorecard. Marriott received the highest ranking within the hotel sector from 2008-2012.

Implementation
Readiness for Hotel Careers Marriott supports a number of programs offering educational experiences and life skills training for youth, including those who are interested in careers in hospitality. In Europe Marriott hotels in 24 countries are helping young people by providing employment skills training and vocational opportunities Internships Scholar programs Vitality of Children Aiding the sick and impoverished children Helping children and their families who are facing medical challenges. Embracing Global Diversity and Inclusion A multicultural marketing strategy to enhance brand preference and loyalty with diverse customer segments Successful advocacy for visa reform to expand the ability of diverse customers to more easily visit the United States Continued expansion of our level of supplier diversity influence worldwide Understanding the cultural differences of our customers to help Marriott managers increase their cross-cultural competence.

Implementation- Employees
Incentives

Awarding Well-Deserved vacations

Let them create their own holiday Award them for any occasion

Sales performance
Customer appreciation, retention Employee engagement and recognition

Virtual training for employees

Hiring the right person Spirit to serve model

Implementation- Product
Hot Shoppes May 20, 1927 J. Willard and Alice Marriott A restaurant started with A&W root beer, tamales and chili

con carne. Expanded quickly, not just serving food to local but became one of the largest airline catering operation in the world Most popular gathering spot. Teenagers met, couples courted, businessmen lunched, and whole families dined together. Hotel - 1957 Marriott opened a new motor hotel, considered a new kind of expansion, compare to the Hot Shoppes

Implementation-Stakeholders
Associates

Customers
Communities Shareholders

Associations
Supply Chain Owners and Franchisees

Nongovernmental Organizations
Government

Obstacles
As you grew your business, what obstacles did you encounter, how did you

overcome them and what were the major milestones?

One of the largest obstacles was when we had to deal with the aftermath of

September 11, 2001 and the unknown effects it would have on the travel industry. Not to mention the changes it would impose on our global expansion and the recovery of all the Marriott associates and guests impacted that day.

More recently, the global economic downturn that began in 2008 and the

previous similar experience of the early 1990s were also significant obstacles to overcome. We drew upon the previous 1990s layoffs to handle the human side of the equation again in 2008. Some were inevitable, but we were able to temper the pain by keeping many people on board at reduced hours but with full health benefits.
http://www.forbes.com/sites/danschawbel/2013/02/04/j-w-marriott-jr-from-root-beerstand-to-global-hotel-company/

Obstacles-New Territory
Many countries around the world have limited capacity to regulate and

supervise their traditional financial institutions, and developing countries in particular are often accused of poor regulation and supervision of the formal financial system. Given that microfinance is especially needed in developing countries, many countries are ill equipped to provide the additionaloversight needed to regulate and supervise microfinance institutions. Lower capital requirements: Minimum capital requirements should be low enough to attract new entrants into microfinance but high enough to ensure the creation of a sound financial institution.

Obstacles- Competitors
One major trend in the industry is the increasing

competition in the area of increasing branded offerings. Marriott was one of the pioneers in promoting the concept of foreign brand awareness in the industry; however, its competitors have begun doing so more proactively. Competition in the industry is generally based on the quality of rooms, restaurants, meeting facilities and services, attractiveness of locations, availability of a global distribution system, price and other factors. Although Marriotts global presence across 70 countries enables it to offer services to a large number of customers, it lags behind its competitors who are present in 80-100 countries.

Vision Realized
Marriotts rich legacy of service, its Spirit to Serve, defines its success The long term commitment to a sustainable business puts Marriott on the right

path to make a real difference in communities around the world The business model of managing and franchising hotels rather than owning positions Marriott for long-term success Geographic expansion is a significant way to strengthen the brand Marriott has a global world business presence - At the end of 2011, its lodging portfolio included 18 brands in 73 countries and territories

Lesson Learned
The foundation of success for over 85 years has been the

enduring belief that Marriotts associates are the greatest asset, putting people first Take care of associates, theyll take care of guests A diverse and inclusive work environment strengthens the companys culture and provides a competitive advantage Customer feedback is critical to business success A superior product, whether its good food or some of the best lodging in the world, is a key to success Commitment to service and business integrity helps to build a reputation as a global hospitality leader Adhering to the principles of social responsibility helps maintain a competitive advantage and the respect and confidence of associates, customers and clients