MARRIOTT MAGIC!
A couple of weeks ago, my longtime friend, Joe Calloway, posted a terrific LinkedIn message about the power of Marriott Hotels’ brand and their commitment to creating a hospitality experience that’s consistent and predictable.
I commented back to Joe:
Right you are! Clarity, consistency, reliability—drive loyalty, revenue, profits.
Marriott has been my go-to hotel for decades. This relationship was solidified 20 years ago—when the Chicago Marriott Downtown Magnificent Mile became a client.
Then, the hotel was under the dynamic leadership of Doug Ridge, who is a Marriott veteran. Doug has held numerous leadership positions throughout his stellar 39-year Marriott career. Now, he’s the GM at the JW Marriott San Antonio Hill Country Resort & Spa.
When he was in Chicago, I worked with Doug and his executive team, affectionately dubbed, “The Magnificent Seven.”
There were lots of things about Marriott Magic—I learned from Doug and his team, that produced BIG results, like:
WISDOM WALK: Daily, Doug strategically "wandered" the hotel. He rode guest elevators. Peeked into meeting rooms. Hung in the lobby, where he called himself, a "lobby lizard!" He asked questions. His goal, see things from the guest's perspective. Share their experience. And to catch his team doing little things right.
LESSONS LEARNED FROM Doug Ridge and his talented team: To gain insights about your products, services, customers or team: Get up. Get out. Get involved! If you’re stuck behind your desk or glued to your computer, you may really be “stuck!” See your customers and people in action. Look for smiles or frowns. Confusion or fascination. Understanding who your customer is, (external and internal), and how they “decide”—helps you make intelligent decisions, to better serve them.
What magnificent moments of magic—will you and your team—create for others today?
#marriott #branding #hospitality #reliability #consistency #results
