Phyllis has guarded my door for 25 years

Number one, she’s fabulous.  She gets to the office before eight, leaves after five and eats lunch at her desk in spite of my encouraging her to go to the cafeteria or someplace else.  She’s a marvelous anticipator, and that’s a quality every person needs when working for a demanding boss like me.  She knows what my needs are, she anticipates them, she takes care of them, and half the time I don’t even know what has happened.  We’re in sync, and it makes for a terrific partnership. 

Another wonderful quality is how Phyllis handles customers.  Phyllis answers all of the customer calls and some of them can be a handful.  She never wants calls to go to voicemail until after 5 p.m.  Phyllis believes that anyone who calls this office should talk to a human.  This old-fashioned way of doing things carries over to how she runs the office.  I admit to not knowing how to type.  Phyllis types my schedule on notecards.  (Yes, we have IBM typewriters on many of our desks.)  She uses a daily planner calendar penciling in my appointments, and no one is more efficient than Phyllis.

I’ve told this tiny woman from the mountains of southern Virginia that she sometimes strikes fear in people.  A phone call or email from Phyllis Hester is instantly returned.  I don’t even get that kind of response myself!  She keeps all of us on the straight and narrow in the best possible way.

A rare media appearance by Phyllis last year

What can I say?  When she’s right, she’s right!

Phyllis, you’ve made a major impact on my life and on our business.  It’s been a real blessing having you in my life as my assistant for 25 years.

I’m Bill Marriott and thank you, Phyllis, for helping me keep Marriott on the move. 

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When you think of the words “annual report,” you probably think of a lot of pages of small numbers that only an accountant could understand.  But many annual reports are beautiful magazine-like corporate narratives.  It’s a chance to tell a story beyond the numbers.  That’s why – even though the SEC doesn’t require it – most companies start out with a nice cover and some pretty pages.

Marriott International’s 2012 annual report, “See the World,” is one of our best.  It also includes a video and other online features.  Deciding on the theme and cover image takes a lot of time and discussion.  It has to be provoking, eye-catching, but somehow relate to the business.  In past years, our annual report has featured people, places, hotels of different shapes and sizes, and last year – me. 

This year’s cover is much improved over me.  But it is not a simple image. With the help of PhotoShop, it’s a composite of architectural towers from around the world.  The image projects the international mosaic of our business.  Combined with the phrase, “See the World,” the cover’s message expresses where we are as a company – promoting global travel, making it easier to travel internationally, and showcasing our global brands.

So, take a look at our annual report.  If you go online, you can construct your own international building.  Now, when you hear the words “annual report,” don’t just roll your eyes.  It’s much more than just numbers.

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

Anyone who has studied American history knows that Thomas Jefferson was a brilliant thinker who wrote the Declaration of Independence and was our third president, and also founded the University of Virginia.  But I learned so much more by reading Jon Meacham’s new biography, especially the quiet way Jefferson got things done and practiced the art of power. If more politicians had that skill today, it would help us solve many of our country’s problems. 

Jon Meacham writes, “He immersed himself in the subtle skills of engaging others, chiefly by offering people what they value most – an attentive audience to listen to their own visions and views.” 

I’ve learned that most of us, including politicians, talk too much and listen too little.  The best political figures create the impression that everyone they encounter is the most important person on Earth.  One of Jefferson’s grandsons described him this way:  “His powers of conversation were great, yet he always turned to subjects most familiar to those with whom he conversed, whether laborer, mechanic or other.”

I believe the same to be true in business leadership.  Perhaps the four most important words in business leadership are, “What do you think?”  Not only does this show a sense of sincere interest in the other person, but I find that I always learn something.

Meacham also tells us, “Thomas Jefferson endures today because we can see in him all the varied and wondrous possibilities of the human experience – the thirst for knowledge, the capacity to create, the love of family and of friends, the hunger for accomplishment, the applause of the world, the marshaling of power, and the bending of others to one’s own vision.  His genius lay in his versatility, his larger political legacy in his leadership of thought and of men.”

In the last years of his life, Jefferson wrote to a young offspring some sound advice on life, “How to live a virtuous life – adore god.  Revere and cherish your parents, love your neighbor as yourself and your country more than yourself.  Be just, be true.  If you do this, your life will be the portal to one of eternal bliss.”

He also gave advice on living a practical life when he told his grandchildren:

1. Never put off ‘til tomorrow what you can do today.
2. Nothing is troublesome that we do willingly.
3. When angry, count to 10 before you speak.  If you’re very angry, to 100.

Much of Thomas Jefferson’s advice my dad gave to me as I was growing up.  I wish I had listened more.

Send me the best advice you’ve gotten from someone. I’m listening!!

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

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REFLECTIONS, RELIEF, RESPECT

Boston’s most horrible and difficult week is finally over.  Like most of you, I was following the events closely.  I am deeply grateful to law enforcement and our Marriott security teams for keeping thousands of guests safe.  Hotels become safe havens in times of crisis.  Marathon runnners were searching for their families.  Guests were asked to stay in their rooms.  Room service did its best, but there were far too many hungry runners to feed.  A second floor free buffet was set up with the ‘OK’ from police.  Nothing was normal. 

This incident hit very close to my home.  My grandson, Christopher, works at one of the hotels and I have another grandson, Blake, who works at another.  Christopher’s pregnant wife was planning to visit the finish line with some friends, but she wasn’t feeling well and stayed home. 

My prayers go out to those families who have been changed forever.  We are deeply grateful to the government leaders and law enforcement agencies who worked tirelessly to secure the great City of Boston.  I was personally relieved that law enforcement officers and the National Guard were stationed near many high profile locations throughout Boston, including most of the hotels.

And I am so proud of our more than 4,000 Boston Marriott associates, who took care of our guests under very stressful circumstances.  It is no surprise to me that I am hearing some very touching stories.  All the letters have meant a lot to our associates, and to me, as we try to make sense of what was truly unthinkable.  A few of the notes are copied below, including one about a Copley Marriott bellman, Juan, who has been on the job for 39 years.

Boston Strong!  

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

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Letters:

“I run with CharityTeams.org. We meet each Saturday at the Marriott Copley for our runs and we have formed friendships with your staff.  You should be so proud of them, especially your BELL STAFF.  Juan, Leo, Jack and the rest of the boys are our friends, and with the recent bombings their concern for us was profound.  I am so heart-warmed to know them and so grateful to the Marriott for sharing the lobby so that my runners could be warm and dry while training to run the Boston Marathon for charity.  We love the Marriott.”

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“While it seems like a small thing in a big day of drama, I know my wife certainly appreciated what the (Copley Marriott) staff did for us, including the incredible free buffet dinner they provided us and a safe place to stay.”

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“I wanted to tell you once again how nice it was to be able to go to the  Long Wharf Marriott, and feel as though we were safe and at home.  Jamie, Martha, Daisey and the entire concierge crew made us feel secure.  Your front-end people and security stood vigilant.  I didn't want to be anywhere but home that night, but Long Wharf sheltered us when we were very scared and vulnerable.  Thank you again.”

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“Seventeen members of my family were guests in your hotel for the Marathon weekend (ages 3-70).  We were treated with kindness, courtesy and respect by each and every member of your staff.  I have used your hotels for over 57 years, and have NEVER been disappointed.  Thank you from the bottom of our collective hearts.”

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"Under the terrible circumstances during the marathon, Marriott did an extraordinary job of stepping up and making our stay very comfortable.” 

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Please post your own comments.

Some of you who know me, know I love to go to the movies.  I was really excited when I heard the movie “42,” a story about the life of Jackie Robinson, was coming to the big screen.

I was 15 years old in April of 1947 when Robinson made history as the first African American to play Major League Baseball – starting at first base for the Brooklyn Dodgers. 

The example of his character and obvious talent challenged segregation and contributed significantly to the Civil Rights Movement.  His bravery had a major impact on American society and so did his exceptional baseball career.

Robinson played in six World Series and contributed to the Dodgers' 1955 World Championship. He was the recipient of the inaugural MLB Rookie of the Year Award in 1947, and won the National League Most Valuable Player Award in 1949 – the first African American player ever honored. 

Fifty years after he broke the color barrier, Major League Baseball retired his uniform number, 42, across all major league teams – the first pro athlete in any sport to achieve this honor.  And, on April 15, 2004, Major League Baseball adopted a new annual tradition, "Jackie Robinson Day," in which all players on all teams wear number 42.

The movie “42” gives us a new way to engage our guests and offer them a special experience.  You can see the free trailer with exclusive content on many of our in-room televisions, and Marriott Rewards gave away movie tickets and sent one lucky person to the “42” world premiere in Los Angeles.

I am honored that Marriott is able to participate in the premiere and release of this movie that shares a message of equality, inclusion, opportunity and triumph.  It also shares a wonderful message of a great marriage.  Jackie and his wife seemed to really be in love with each other, and supported and sustained each other throughout the movie.  I thought that was even better than some of the baseball shots.

Our company has a longstanding commitment to diversity and inclusion.  And, much like the Brooklyn Dodgers believed in Jackie Robinson, we think everyone has something to contribute and gain when we embrace our differences.

Hope I’ll see you at the movies. 

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

I knew that Churchill had been defeated as Prime Minister soon after his brilliant leadership of the second world war, but I was not sure why.  This book goes into detail to describe the post-war platform of Churchill’s opposition – the Labor Party.  The British economy was in terrible condition, and the Labor Party promised that government would solve everyone’s problems.  They proposed nationalizing key industries and paying large bonuses to returning soldiers, sailors and airmen.  Four to five years later, the economy had not improved, and Churchill was returned to the office of Prime Minister.

The book impressed on me how accurately Churchill understood the Soviet Union’s objective of conquering as much of Europe as they could.  He was far ahead of President Roosevelt and other leaders at the time in predicting their aims.  When Churchill turned 80 on November 30, 1954, Clement Atlee, who was the leader of Britain’s opposition party, praised Churchill for his wartime speeches and leadership.  Churchill replied as follows, and I quote:

“I was very glad that Mr. Atlee described my speeches in the war as expressing the will not only of Parliament but the whole nation. Their will was resolute and remorseless, and as it proved unconquerable, it fell to me to express it – and if I found the right words, you must remember that I have always earned my living by my pen and by my tongue. It was a nation and race dwelling around the globe that had the lion heart. I had the luck to be called upon to give the ROAR. I also hope that I sometime suggested to the Lion, the right places to use his CLAWS.”

In his final address to the House of Commons, Churchill ended his remarks with these words:

“The day may dawn when fair play, love for fellow man, respect for justice and freedom will enable tormented generations to march forth secure and triumphant from the hideous epoch in which we have to dwell. Meanwhile, never flinch, never weary, never despair.”

On the 25th anniversary of the Battle of Britain, the Dean and Chapter of Westminster Abbey, at the request of the Queen and Parliament, placed a 67" x 76" poster-sized polished green marble slab in the floor of that thousand-year-old monument to English history.  All who enter cannot help but see it just a few feet inside the great west doors.  Engraved are the words:

 Remember Winston Churchill

This wonderful literary work will certainly help us do all that!  I’m Bill Marriott and thanks for helping me keep Marriott on the Move.

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I visited some of our hotels in China last year

You know how much I like fast cars, but my engine wasn’t performing the way it used to.  It’s a very difficult admission.  During this past year, however, downshifting hasn’t always been smooth.  Meeting invites have been fewer.  My workload has slackened.  I later learned that the people who loved me the most were responsible for protecting me.  As this new normal set in, I realized that when you have good people in place, no one person is irreplaceable.  Not even me!

The good news is, the past year has been one of the most rewarding of my life.  I’ve been able to watch my personal family and my Marriott International family grow.  A company is like a family, especially when your name is above the door.  The lessons instilled at an early age keep you on the right track.  I preached our core values every day when I was Chairman and CEO.  Now I’m seeing some of those lessons play out in how my children, grandchildren and great grandchildren lead their lives, and in how our business grows. 

I have more time to put the pedal to the metal

As I begin my second year as Executive Chairman of the Board, I am going to do a few road tests and throw it back a little into high gear.  I will continue to visit about 200 hotels a year, and as Mark Twain said, “… light out for the territory ahead.”  My in-box is much more manageable, and like my glass, it’s half full. 

What new territory do you plan to explore in the year ahead?  Let me know.

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

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Growing up in Washington, D.C., it’s part of my lexicon.  There’s DC, DOD, DOT and DOJ.  Don’t confuse the FCC with the FEC or the FAA and FDA.  We all know the CIA, NIH and EPA.  In the corporate world, we tremble when we hear SEC, IRS or FTC.  The three-letter acronyms have a prestige and status over the four- or five-letter ones.  The longer acronym usually salutes the shorter one – NHTSA to DOT or DARPA to DOD. 

Many sports organizations are known only by their acronym.  There’s, of course, the NFL and the NBA.  We all know what they stand for.  For sports, it seems to work.  You need a logo that can be slapped on cars, helmets, sleeves and a thousand other things.  But what about ESPN or NASCAR?  NASCAR is pretty easy.  It means National Stock Car Racing Association.  But ESPN?  Does anybody know that it’s Entertainment and Sports Programming Network?  That’s what it is – ESPN.  Very good branding, though.

Marriott and many other companies are guilty of using these impersonal initials up and down every hallway and in every meeting.  At our recent executive leadership meeting, I pulled out a list.  See if you can guess what they mean.  There’ll be a quiz on this later.  I don’t have the answers myself.

MICE – What the heck are MICE?  Are they running around the building?  I hope not.

DAM, NAM, EMC, COE, BME, CGC, SRM, GOS, COS, CPC, CRM, MNC, HLN, PTO, MBO, LPP, GSS.  And they go on and on.

Come on, you guys.  As I told my kids when they’d misbehave on a long car trip, “Enough is enough!”  I’ll leave you with my favorite acronym:  STML – short-term memory loss.  Let’s forget these useless acronyms.  Chances are we already have. We don’t understand them.

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

What's your favorite (or unfavorite) corporate or government acronym?  

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Jean-Michel Cousteau and I enjoyed the green environment of St. Thomas

I’ve been called a lot of things in my life, but I’m not sure “eco-tourist” has ever been one of them, until now.  I just returned from an early spring break in St. Thomas with my wife, Donna, where we met Jean-Michel Cousteau, son of famed undersea explorer and environmental activist Jacques Cousteau.  Jean-Michel is taking his father’s good works to the next level, promoting conservation and developing environmental education programs around the world in partnership with The Ritz-Carlton Hotels.

The eco-tourism program is called Jean-Michel Cousteau’s "Ambassadors of the Environment,” and it allows our guests to experience St. Thomas’ diverse environment through a number of incredible excursions.  Guests can choose from adventures like snorkeling in the coral reefs, exploring mangroves, and kayaking around Great Bay – all led by Cousteau-trained naturalists.  

The Ritz-Carlton, St. Thomas overlooks Great Bay in the Virgin Islands

I have to say, I loved the one in St. Thomas because it’s such a beautiful island.  Its lush, green mountains shoot out of the ocean.  Its beaches are some of the most beautiful in the world.  The water is very incredible and crystal-clear blue.  If you sign up for the program, you’ll get to experience it all.  And the really adventurous get a chance to hand-feed one of the island’s living dinosaurs – a large green iguana. 

Ecotourism is becoming a popular way for travelers to see and experience some of the most beautiful environments in the world, and along with the journey, learn how important it is to protect them.  According to Jean-Michel Cousteau, “We expect everyone to return to their communities as ambassadors of the environment.”

Leave a comment on the greatest adventure you ever had while traveling.  I hope it’s been at a Marriott hotel.

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

Everyone finds their way in to the company differently – through friends, or family or even an advertisement. Almost everyone I meet says they were born to do this work.  And me, I was born in my job too, and trained every day by a very demanding boss – my dad. My father was the human resources department, and he wanted all of our workers to feel that this is where they belonged.  He basically adopted everyone.  Let me give you a few old-time names.

Mac Woodward ran our central commissary when we had the Hot Shoppes. The Stiller brothers, Bob and John, they both worked in airline catering and running our restaurants. Herschel Hagen was the manager of our ice cream plant at the commissary. And there are many, many others, most of whom I can’t remember at this point, but all had an impact on my life.

86 years after our founding, “Marriott, Where I Belong” is the theme of our latest recruiting campaign.  It’s a nod back to when we were a small family business.  My dad would take sick workers to the doctor, and finally hired a doctor on his staff – one of the first companies to do so.  If our associates got in trouble, he’d bail them out.  He was always there for them.

The company has grown to over 300,000 associates who work at company-operated and franchised hotels. But it’s nice to know that our global company still feels like family. It’s that sense of family that makes our guests feel at home.

Family in the workplace can be an interesting dynamic. Some might say that business is business and that you should leave your personal life at home. But it’s difficult to put your personal life on hold while you’re working.

As part of the “Marriott, Where I Belong” HR campaign, we produced a video and this neat Facebook app. You’ll meet some of our extended family, and I’m sure get a chuckle at the end of the video from Palitha of Sri Lanka. They all make me feel so proud. Visit our Careers website if you think this is “where I belong.” 

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

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