THE MARRIOTT MANAGEMENT PHILOSOPHY

THE MARRIOTT MANAGEMENT PHILOSOPHY

A Living tradition of values and beliefs

By: Mars M. Rivera

MARRIOT'S CORE VALUES

Put people first.

Pursue excellence.

Embrace change.

Act with integrity.

Serve our world.

EARLY LIFE

Born on September 17,1900 in Marriot Settlement, Utah.

Attended school at University of Utah

Wife, Alice Sheet

MANAGEMENT STYLE OF J.W MARRIOTT

At age 13, Marriott went business for himself

A devoted Mormon for his entire life, Marriott served as a missionary for 2 years in New England.

1.Communicate with employees

Communicating with employees is essential to show to your people that you are sincerely interested in them as individuals.

Employees must know you appreciate their ideas and suggestions.

Employees still need to feel that they are important and that somebody cares.

Good communication starts with listening and observing others.

1. Concern for Employees

3. Develop and recognize employees

2. Meet Employee Needs

“ If you don’t hire the right kind of people, we can never make anything out of them.”

“Employee loyalty is of great importance. That comes by treating employees the way management would like to be treated.”

A manager’s character can be a powerful influence on employees.

Although SALARY is an important component of employee satisfaction, being recognized for a job well is often more rewarding and motivating to employees.

Good managers develop employees for tomorrow’s opportunities by encouraging them to work toward their full potential today.

Building employee’s loyalty, pride, team spirit and morale all begins by meeting their basic needs.

In enforcing any company policy or procedure, it’s important to communicate that the underlying principle behind all rules and regulation is a basic concern for employees.

The image you and your people project to customers is VERY IMPORTANT.

HISTORY & LAUNCH OF THE MARRIOTT HOTEL

1. Set the Pace

2. Hands-on Management

When employees see that you sacrifice for your business, they are more likely to do the same. The more you can show the employees the benefits of making their work a high priority, the less you will have to work at getting their support -they will gladly give it to you.

A&W Root Beer in Washington, D.C,. area on 1927.

• Managers constantly focus on results by continuously reevaluating and challenging what they and their people are doing.

3. Follow Through

2. Be involved in Details

Delegating is an extremely important part of a managers job.

Managing details is essential to day-to-day operational success. Knowing that the operation lets you know how and where cost can better controlled.

Just as no operations should be “sub-standard,” neither should any part of your area of responsibility be below Marriott’s standard.

Staying close and listening to your managers or other employees allows you to sense or discover honest mistakes in judgement.

The closer the managers get to action, the better and faster they can pinpoint and fix problems.

Your attention to the little things can send a big message to your employees.

Your employee should also need to understand why details are important.

You should involved your self more in the hiring process, you will help your people(Hiring personnel) know what to look for to get the best employees.

In 1939, Marriot soon transformed that business into the Hot Shoppe and then started a chain which was positioned as drive-in family eateries, along the East Cost.

During world war II, Hot Shoppe feeds thousands of workers who move to the nation’s capital to work in the defense industry.

1. Keep Units Clean and Attractive

3. Commitment to Customers

2. Be Courteous and Helpful

Every employee plays a role in satisfying the customers.

Managers can help employees know how to act in the many daily situations not govern by written rules and procedures.

3.Provide Best Products Possible

Customers associate quality with Marriott. They expect it and will pay for it.

Providing the best product possible also means giving customers what they want.

It all start with basic quality.

In many cases, employees are instructed to follow SOP to consistently produce the best product possible.

Clean operations start with people who work clean.

Exteriors should be maintained as carefully as interiors.

One of the best ways to make your operation appealing is by creating or maintaining such a warm and attractive environment.

Hiring the right people also means hiring the right number of people.

Marriott also compete against itself. The challenge is to make every component of every unit as clean and attractive as the best operation Marriott has to offer.

J. Willard Marriott

(1900–1985)

GUIDEPOSTS TO MANAGEMENT

1955: Marriott Food Service lands its first institutional and school feeding contracts at Children’s Hospital and American University; Marriott’s Highway Division opens several Hot Shoppes on the New Jersey Turnpike.

In 1957: Marriott opens its 1st hotel. The 365-room Twin Bridges Motor Hotel in Arlington, Virginia.

1967: Corporate name is changed from Hot Shoppes, Inc. to Marriot Corporation; expanding its business even further in airline food service, food production and lodging. The company opens Fairfield Farm Kitchens, a food production and purchasing facility; opens an In-Flite facility in Venezuela; acquires Camelback Inn, its first resort property; and buys Bob’s Big Boy Restaurants.

1969: Marriott’s first hotel outside the United States opens in Acapulco, Mexico.

1972: J.W Marriott, Jr,. Is named CEO.

BY: J. WILLARD MARRIOTT

1. Keep physically fit, mentally and spiritually strong.

2. Guard your habits—bad ones will destroy you.

3. Pray about every difficult problem.

4. Study and follow professional management principles. Apply them logically and practically to your organization.

5. People are number 1. This is your prime responsibility.

6. Decisions

7. Criticism

8. See the good in people and try to develop those qualities.

9. Inefficiency

10. Manage your time

11. Delegate and hold accountable for results.

12. Details

13. Ideas and competition

14. Don’t try to do an employee’s job for him — counsel and suggest.

Think objectively and keep a sense of humor.

1975: Marriott opens its 1st European hotel in Amsterdam, Holland.

1977: The company celebrates its 50th anniversary; sales top $1 billion.

August 13, 1985- J.Willard Marriott, Sr. passes away and J.Willard Jr. is elected Chairman of the Board.

In 1987 Marriott introduce Fairfield Inn and Marriott Suites hotels.

Marriott becomes the first lodging company to offer a portfolio of brands.

1990’s: The company he built became two separate entities. Host Marriott Corporation and Marriott International, a giant in the hospitality industry. Besides the Marriott brand, the company also operates Ritz-Carlton Hotels, Renaissance Hotels and Resort, Residence Inns and several other chains.