One of the greatest pleasures of my job occurs exactly 10 days before the opening of a brand-new JW Marriott hotel. This is when the hotel’s frontline employees — those who will inter- act with you, our guests, on a daily basis — are welcomed to
their first full day of work. Wait, let me rephrase that: This is when they
are not just welcomed, but celebrated, as the newest ambassadors of the
JW culture who bring our brand to life.
Picture a rousing pep rally. A band or DJ is inspiring the crowd as
they gather with their teams. Cheers and a roar of applause greet them
as they enter the hotel past a lineup of managers and company leaders. Anticipation rises as they gather as one in the hotel ballroom. The
lights dim and a video introduces the story behind JW pride — how, as
the standouts among thousands of applicants, they represent not only
the JW brand but the vision of its founder himself. Speakers, including myself, must then bring J. Willard Marriott’s vision to life for these
special associates in a very tangible and real way.
A tough task, you might think. Not at all — because one of the most
important things I do day-to-day is focus directly on building our brand
culture. It’s about providing a clear understanding of what JW is all about
so our hotel employees can deliver on the experiences our guests desire
and look forward to with each stay at a JW hotel. It’s about creating a
connection with our staff in a way that inspires them to engage confidently with our guests. It’s about carrying on a legacy of excellence that
epitomizes our founder.
J. Willard Marriott, the namesake of JW Marriott hotels, once famously
declared, “Take care of your employees and they’ll take good care of your
customers and the customers will return.” He attributed a great deal of his
company’s success to a simple business philosophy: Celebrate your associates. Appreciate them. Treat them like family. Embrace the unshakeable
conviction that our people are our most important asset.
This commitment to others is a reflection of our genuine desire to make
a difference in the lives of you, our valued guests, too. By providing experiences that help deepen your own sophisticated interests. By giving you the
freedom and time to focus on what’s truly important. By offering you the
ability to hone your passions for food, culture and well-being, just as we
do in the pages of this magazine. If we’ve done our job, I know we will be
welcoming you back to a JW hotel again very soon.
VICE PRESIDENT & GLOBAL BRAND MANAGER