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MARRIOTT 6TH HUNGER STRIKE: DAY 333 "Marriott - On Feb 10, 2023 Craig S Smith, Group President, International Of Marriott Informed Marriott That He Has Decided To Retire Effective Feb 24, 2023" (Press announcement). Smith's decision came just days after my own submission to the US SEC At Marriott since 1988, Smith was most recently Group President International, in charge of Asia Pacific, Europe, Middle East & Africa and Caribbean & Latin America regions An avid user of social media he promoted "knowledge sharing". His articles covered self-improvement, listening skills and leadership issues. Viewing himself as a diplomat within hospitality he referred to the "grace and empathy" of diplomacy In "How to Succeed" he discussed the 2% rule - how to treat hostile guests with the same respect shown to the other 98%, the "good people... Any time someone [complains] I assume they’re telling the truth and I give them the benefit of the doubt. I’d rather be wrong and kind, even towards the 2%". [As a member of the 2% Club, this was not my experience; treated with contempt, Smith even accused me of being "an extortionist"] In fact, he is a ruthless operator, deceitful, corrupt, totally lacking in "grace and empathy". A denialist and self-promoter, he did not take kindly to criticism, challenge or being held accountable Smith's 'route to success' has not always been smooth. For example, he oversaw the China/Taiwan gaffe, mismanaged Starwood/Marriott merger processes in APAC, and was a key player in the St Regis Bangkok cover-up. Sometimes others have had to pay the price for his ineptitude In late 2019 (after my meeting with CEO Arne Sorenson who admitted there were issues to confront) Smith demanded to see all evidence of Marriott culpability relating to merger infractions and the St Regis Bangkok scandal. The documentation was presented during a meeting at London Marriott Hotel County Hall; Smith, heavily implicated himself, then refused to review any of it It was inevitable that the past would eventually catch up with Craig S Smith; he now joins the ever growing list of sudden "retirements" and "resignations" (usually hush-hush, enacted with minimal publicity) by people closely associated with the Starwood merger and St Regis cover-ups Well, one year on, maybe the retirement life became too dull for this "knowledge sharer". Or it's possible he thinks peoples' memories are short and, having escaped sanction, it's time to resume 'hospitality diplomacy'. Whatever the reasons, Smith's rebirth is not good news for the employees and guests of Aimbridge John Shepherd (Marriott, Minor, EY victim) #aimbridgehospitality #marriott #marriottinternational #marriottbonvoy #corruption #hotelindustry

As busy as it is this month, it’s important to step back and reflect on the year. The KAT Senior Management team did just that at today’s Strategy Away Day, as well as planning ahead for 2024 and the many projects we have starting and continuing next year. And, of course, we also took the opportunity to have a delicious lunch at the location Wivenhoe House Hotel #KATMarketing #AwayDay #TeamBuilding #2024Goals #PlanningAhead #Reflection #SeniorManagement #Strategy #BusinessStrategy

Did you know? In the early 20th century, #Hilton Hotels Corporation was a trailblazer, recognizing its employees as its most valuable asset. This belief laid the cornerstone for their exceptional #hospitality culture, proving that through empowered and valued teams, superior financial results follow. This philosophy continues to inspire excellence in the hospitality industry today. However, in recent years, many hospitality brands have shifted their focus to cost-saving measures, potentially neglecting the value of their people. This shift could have a drastic impact on the industry, especially as current generations prioritize workplace culture and meaningful work. It’s time to reinvigorate the industry by investing in our most valuable asset – our people. #HospitalityIndustry #PeopleFirst #InvestInYourTeam #HospitalityExcellence #TeamValue #Inspiration

#ValueOfIntegrity. The Power of Integrity in the Hospitality Industry. Someone in the hospitality industry said that "Excellence is established in the pursuit of integrity." Without a doubt, leadership will change to a leadership of positive results and make the brand strong only if and when we hoteliers prioritize integrity, we establish a guest-centric culture that not only attracts repeat visitors but also creates brand advocates. Trust, loyalty and reliability in the hospitality industry are built on these principles. As hoteliers check into the future, the Integrity Approach offers a roadmap to not only achieving financial success but also ensuring a legacy of excellence in guest experiences. In a world where travelers seek authentic and ethical interactions, integrity is not a luxury; it's a necessity. Embracing this transformation and putting integrity at the heart of hotel leadership is the key to thriving in the evolving landscape of hospitality. This is so important, let's put it into practice.

Weathering the Storm: Real-World Leadership and Efficiency Solutions for Hotel Success Running a hotel is a dynamic journey, filled with ever-changing guest demands, staffing challenges, and unexpected disruptions. Dive into our latest journal article where we explore how effective leadership, streamlined operations, and proactive problem-solving can steer your hotel towards profitability and guest satisfaction. Discover insights and real-world case studies, including the empowering strategies of The Ritz-Carlton, the technological innovations of Marriott International, and the crisis management of The Westin during Hurricane Katrina. Learn how BS Management (BSM) Monaco can help you cultivate a passionate team, optimize your operations, and anticipate challenges to ensure your hotel's success. Read the full article: https://lnkd.in/dmKg5hJw Ready to elevate your hospitality game? Explore our services and discover how we can partner with you for lasting success. Follow us for more industry insights and stay tuned for our upcoming series featuring preferred restaurants. #HospitalityExcellence #BSM #BSManagement #HotelManagement #Leadership #Efficiency #ProblemSolving #BSMMonaco #HospitalityInsights

Is NOI the only thing that matters? | with Joe Pettigrew When we’re assessing the success of a business, there are often many ways to look at it, and it largely depends on what you’re trying to achieve at that particular moment in time—are you wanting to grow fast, or create real revenue? Joe Pettigrew has a simplified and clear sense of how to look at success in the hotel industry. For him, all other metrics—loyalty percentages, direct booking rates, etc.—should only be looked at as a measure of success in so far as they contribute to NOI. Joe has a role as Chief Commercial Officer at EOS Hospitality, and establishing that clear, unifying commercial strategy that all different departments can get behind is a central part of his job. Listen to him on the latest episode of Hotel Moment with Karen Stephens to hear all about how he does this. #HospitalityLeadership #GuestSatisfaction #HotelMoment #EOSHospitality

So the Best Western governor's conference ended yesterday and I know a lot of people are expecting me to post immediately but it was such an amazing experience I really had to take time to soak everything in. I honestly cannot think of another organization where you can elevate. a general manager or and owner to a governor's position where they have such a voice. With that voice actually heard by the executive committee and the CEO. I'm not talking. Just listen to but actually appreciated and valued. The 3 days that we spent here in discussion. We're going to see shape our hotels in a profound way. You saw the executive committee. The board members even Larry himself our CEO. Spending time listening to issues and taking notes and engaging in conversations of how we could implement some of the ideas we had. I've never been under leadership, not management but leadership that operates this openly and honestly. To me, this is what makes Best Western. Such a superior hotel group. It's not that we have the best design. (Trust me we do.) Or an amazing sales team. (again two for two as are sales is the best.) But it's the fact that someone with barely a 30 room hotel can come here and be heard and listen to the same as someone that has a 1000 room hotel and their opinions are valued and matter. I cannot wait to get back to St. Louis and share some of the things that I've learned with my team and bring this energy back into my hotel. #bwhhotels #Bestwestern #hospitality #hoteliers

It's Opening Day and what better person to write about than Baltimore's own Anthony Capuano, CEO of Marriott International. He spoke candidly at the Hunter Hotel Investment Conference in discussion with Vision Hospitality Group, Inc.'s Mitch I. Patel about his upbringing, path to leadership and how he views the balance between technology and delivering the guest experience through the human touch. That and more in this piece below. And, let's go Baltimore Orioles!

We recently held our Q2 HDG Legacy General Manager Summit. Our focus on #excellence is key as we come together to elevate our standards and empower our teams. We're not just building hotels, but also building our people. Let's shape the future of hospitality together! #HospitalityLeadership #Florida #BuildingBetterTeams #EconomicDevelopment #brillianceinthebasics #peoplecentric #economicdevelopment 

I just finished "The New Gold Standard" by Joseph Michelli, Ph.D. and it's a worthwhile journey into The Ritz-Carlton Hotel Company, L.L.C. by Marriott International guest service ethos. What stands out is the grounded approach — real stories and practical tips. Michelli unveils the inner workings of The Ritz-Carlton, offering a blueprint for organizations looking to elevate their guest experience. The anecdotes humanize the strategies, making it relatable and applicable. I recommend this book to anyone in the hospitality industry or those keen on refining their service skills. It's not just about luxury; it's about the fundamentals that create a memorable guest journey. Whether you're a business leader, manager, or simply interested in excellent service, "The New Gold Standard" deserves a spot on your reading list.