J.W. “Bill” Marriott Sr.
• Established in 1927 as a root beer stand.
• Developed Hot Shoppes, drive-in restaurant
• Supplied Eastern Airlines with meals from his
Hot Shoppes franchise.
• Revolutionized in flight dining
Marriott Sr.’s Style
• Took great pride in every aspect of his
• “done Efficiently, and done well”
• Ran businesses like all employees were family.
• Established health care for employees in 1930’
(virtually unheard of before)
• Opened first hotel in 1957
• Began to expand immediately
• Marriott Sr. began to mentor Marriott Jr.
• Marriott Jr. takes over in 1964
• Bill Marriott Jr. made a point to follow beliefs
and structure his father implemented
• Opened two theme parks in 1976 and sold
them in 1984.
• 2005- Jr. described his greatest
accomplishment as ““the role I’ve played in
developing the hotel side of the business. We
started with one, and now we have 3,800” “
• Marriott now includes 18 different hotel
brands that are now run with Marriott
• Even with such expansion “culture of caring
for people” instilled by J.W Marriott Sr. still
• minimal ownership so that the company can
focus on branding current hotels and improving
• J.W. Marriot Jr. When asked how many hotel’s he
responded, “Well, traditionally, we're a hotel
manager. And we don't own hotels, we don't buy
hotels, except in very, very few instances.
Someone asked me the other day, out of your
over 3,500 hotels, how many do you own? . .
• commitment to customer loyalty
• Marriott Jr. also takes it upon himself to visit
his hotels regularly to see how general
• He states, “A personal practice I do when I visit
hotels is check if the general manager looks at
their peoples name badges. If they don't, I
know how well they know their people”
• Instilled from Marriott Sr. a manager’s relationship
should be personal with each employee
• He cites one indicator of Marriott Internationals
excellence in this capacity in describing a General
Manager at the New York Marquis Hotel, which
contains 2000 rooms. “Not only did he know every
employee by name but he also knew their favorite
sports team and what their other interests were and
was able to talk individually with each one of them.
And they all thought he was just terrific because he
took a personal interest in them”
• Marriott Jr. is quoted as saying, “The four
most important words in the English language
are, ‘What do you think?’ Listen to your
people and learn”
• Marriott displays commitment to ensuring
that employees are well trained and aware of
the ability to grow within the company
• Excellent and extensive training period
• 50% of our hotel general managers started in
the hourly positions in the company
• “we know that if we treat our employees
correctly, they'll treat the customers right. And
if customers are treated right, they'll come
• Maintaining core ideas such as customer
loyalty, always striving to be the best, and
possessing a commitment to keep employees
happy has enabled Marriott International to
continue great success.
• Marriott Sr. began a legacy set on making
customers happy and treating employees as
valued assets, and his son, Bill Marriott
Jr., expanded upon his fathers dream.