Bill Marriott talks about the “Hotel Business”
The following quotes are excerpts from Bill Marriott’s Blog Entry: Getting Satisfaction
"When you boil it down to the basics, the hotel business is about service. From the greeting you get as you walk in the front door, to the furniture and amenities in your guest room, to how quickly we deliver room service. I know that’s how we’re judged. If a problem comes up, you want us to fix it, and fast."
My family are members of the Marriott Vacation Club for over 10 years now. I used to be a frequent traveler when I was single, most of the time on family trips. We used to travel around the world. Oftentimes, we would stay in Marriott hotels or its affiliate hotels and resorts such as; Renaissance Hotels. I can attest to the quality of service and amenities of the hotel. It makes you feel special from your bed linen, to the bed, to the look and feel of your room coupled with the great service of the staff. To add, they seem to always have a great location which makes it very handy when your traveling for business or just leisure.
Reading Bill Marriott’s blog, I can feel his sincerity and dedication in making his hotel business one of the best in the industry.
"But, I’m happy to report that Marriott is bucking the trend. Our score went up, we’re tops in the industry. It’s above national average for all industries, and our own internal tracking of guest satisfaction shows that there has been improvement also."
Staying in a Marriott hotel, gives me the ultimate satisfaction of staying in a hotel and enjoying my trip. In fact when I was traveling in Europe, I felt most at home in Paris. I stayed in Renaissance Paris, La Defense. At the end of a long day, it felt good to come back to a relaxing room. My wedding reception was also held in a Renaissance hotel in Manila. We accommodated our overseas guests with a special rate in the hotel. All of them enjoyed the superb reception prepared by the hotel, the impeccable service of the staff, the great rooms, ambiance and great location. I think it was also worth to mention that during the time of my wedding, there were a lot of bombings in Manila. I still remember having a security officer of the hotel assigned for my wedding gifts with a bomb detector. They made sure that our wedding reception was safe, free from any hassles and close to perfection. In fact, during the reception, the head waiter was very attentive to our needs. He was so good in doing his job that he can anticipate our needs long before we request for it. The Marriott in Eaton Centre, Toronto, Canada was also nice. We were right in the middle of downtown Toronto and close to the shopping centres. But, so does the other Marriott hotels we stayed at in the US and Asia. I can enumerate more memorable experiences in a Marriott hotel but it will be too long to write in this blog. Truly, Bill Marriott’s sincerity and dedication is reflected in his hotel, staff members and even in his choice of partner resorts. I’ve heard the same outstanding feedback from friends who stays in Marriott hotels too and from the positive comments in his blog.
Moreover, my dad would use to tell me that the Marriott hotels with a JW on them are usually the best among the Marriott hotels. Now I just realized when I was reading Bill Marriott’s blog why it is the best. No, he didn’t explain or talk about JW Marriott in detail. But the way he referred to his hotels, more than reflects his passion for the business. This just shows that if you have to put your personal name on it, then you better make sure it has your personal touch.
"Service isn’t something you can turn on and off. It requires a great product, training and giving our associates the tools they need to serve our guests."
So what is the significance of this article about Marriott hotels to real estate? A hotel business is a type of commercial real estate investment. Unlike a residential investment where most of the capital growth depends on the location and the actual structure and improvements of the dwelling, a commercial investment’s potential can go beyond that. You can make more money in your commercial investment by adding value to it. You can sell it not only as a piece of real estate but as a whole business package. If you’re able to build up a good business with lots of satisfied customers, then that is the best form of advertisement for your company. To add, good business means a good income, which translates to a higher asking price, when it’s time for you to sell your business and commercial real estate property.
You may not end up a hotel mogul like Bill Marriott, but if you apply his business principles and have the same passion for your business…I’m sure you’ll be successful in your own way.
Do you have the same positive experience in staying in a Marriott hotel? How would you rate Marriott hotels as a commercial real estate investment?
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POSTED IN: Commercial Real Estate, People Who Made it Big in Real Estate
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