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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

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!

Thanks Michelle from Marriott Hotels Docklands Melbourne! Gratitude is a powerful force in any professional journey. Today, I find myself reflecting on the wisdom of Daniel Pink's phrase from his MasterClass "No matter what you do, you are in sales." While initially daunting, this truth showcases my own career evolution. Several years ago, I hesitantly ventured into the realm of sales, determined to defy the stereotypes often associated with the profession. Rejecting the notion of cold calls and scripted pitches, I sought to learn from every encounter, understanding that business ultimately revolves around people. Throughout my career, spanning diverse organizations of varying sizes, I've come to realize that common challenges unite us all, yet it is our attitudes that truly set us apart. Today, a simple yet profound gesture reminded me of the immense impact genuine passion can have. Michelle, from Marriott, took the time to craft a handwritten note and offer a complimentary treat, a gesture undoubtedly fueled by her genuine love for what she does. It begs the question: What can we do to inspire our colleagues/Team to go the extra mile? Simon Sinek's anecdote about Noah from the Four Seasons Hotel and Caesar's Palace comes to mind, underscoring the power of individuals like Michelle, who embody the spirit of exceptional service. Choosing to frequent the Marriott Docklands has been a deliberate choice for me, largely due to their staff's consistent warmth and the positive energy they share. I am deeply appreciative of the efforts of the entire Marriott team in fostering such an environment. Michelle, your energy is infectious, a reminder that a smile can brighten even the toughest of days. While this post may diverge from the typical HVAC&R content I share, it underscores my belief that passion and joy in our work contribute to a better world. And yes, HVAC&R plays a vital role in that vision. Thank you, Michelle. Let us all strive to find joy in our pursuits and spread positivity wherever we go. #gratitude #leadershipdevelopment

Unlike anyone else in our Group, I took some time before deciding to post and share this award. We all should be proud of this achievement after years and months of struggles to restore the level of recognition and market leadership, for our property. However, aside from the glitzy glorified image of a hotel or resort, it lies more than that: the people working behind the scenes, with their own struggles and challenges. Their dreams and goals (if they have) and how I should be able to direct them towards the right path of understanding that there is more in life. The change in mindsets from average people working in hotels to become superstar hoteliers. The trainings we offer them to develop their career and the hunger we instill in them, to be eager at becoming better professionals, capable to succeed one day and stand on their feet alone. The system we put in place to ensure smooth, streamlined, efficient operations. The service culture and orientation we want to deliver to each single guest, regardless they are VIPs, celebrities, or just people like me and you. The genuine care to exceed guests' expectations, just paid off by a guest's single smile or by hearing their kids saying "Mummy, this is the best hotel ever"! And not to forget what I always call the "corporate culture" we want all staff to be aligned. Not merely a list of values or mission statement, forced to be memorized; but instead, how do you live them everyday, in your personal and professional life? The day all the above will be reached, an invisible Best Award will be given to me, much more worth it than any other recognition.

try to learn more about how to " Build Our Dream Career In The Hospitality Industry"

If your company needs assistance with improving your corporate events, Kristin Lauria and Event Connect need to be your next call. This is how you personalize and make every event original to celebrate your employees. Source your site and plan every element of the event to increase engagement and productivity. #eventconnect #corporateeventplanning #corporateeventplanner

The collaboration between Marriott and MGM, replacing the previous partnership with Hyatt, holds significance in the evolving loyalty space. Marriott Bonvoy members gain access to 17 MGM resorts, broadening their options and allowing them to earn and redeem points across an extensive network of properties. This expansion enhances the value proposition for Marriott's loyalty program members. The evolving nature of partnerships in the hospitality industry reflects the dynamic landscape of loyalty programs. Brands are strategically reevaluating and adjusting their collaborations to align with market trends, customer preferences, and business goals. The Marriott and MGM partnership signifies a strategic move to enhance loyalty program benefits, create a more interconnected network of properties, and adapt to changing market dynamics. The focus on customer experience and exclusive offerings aligns with the evolving expectations of modern travelers in the loyalty space. Where do you stand? #StrategicPartnerships #Marriot #MGM

Is it the charm of hospitality, the irresistible food, or the lavish ambiance driving Marriott’s global success? Maybe it’s not just one of these—it could be a tantalizing mix of all three or something entirely unexpected! Check out the post below to find out!

Celebrating success – corporate feedback that reflects the essence of our hospitality. . . . . . #SuccessCelebration #CorporateFeedback #HospitalityExcellence #clienttestimonial #clientappreciation #corporatehospitality #clientsatisfaction #serviceexcellencee #hospitality