Maria Beatriz Capistrano de Castro Pessoa
Professor Heidi M. Goetz
HFT 1000 – CRN 22552
March 30, 2018
MarriottMarriott is a huge hotel company that always looking to find the best way to give the best service for the guests, give good chances for its associates, and make its revenue grown. Marriott is recognized today as one of the best company to work and for its superior business operations. On the site of Marriott, they say, “Our core values make us who we are. As we change and grow, the beliefs that are more important to us stay the same – putting people first, pursuing excellence, embracing change, acting with integrity, and serving our world” and the founder’s philosophy is “Take care of associates and they will take care of the customers.” The Marriott success is based in the hard work,
too. John Willard Marriott who was the founder of Marriott Corporation, was an energetic worker, he preferred to run his company than to rest. His employees never knew when he will appear. He all the times were thinking and dreaming how to improve his company.
The history of the Marriott is very interesting. The important facts about the history of this amazing company based in the information of the site of the Marriot are following. In 1927, J. Willard Marriott and his wife Alice open the nine-stool beer stand that turn into the Hot Shoppes Restaurant chain. Good food and good service at a fair price became a guiding principle for Hot Shoppes restaurants and for Marriott International as it grew. In 1935, J.W. Marriott was diagnosed with cancer of the lymph nodes and was expected to live only one year or less, he lived 50 more years. In 1937, Hot Shoppes begins delivery of boxed lunches to passengers at Hoover Airport, south of Washington, D.C. In 1953, Hot Shoppes, Inc. becomes public at $10.25/share and sells out in two hours of trading. In 1957, the world’s first motor hotel opened in Arlington, Virginia, under the management of J. Willard Marriott’s son, Bill. Bill Marriott became a visionary Chief Executive Officer whose leadership developed the hospitality industry. In 1959, Key Bridge Marriott opens. In 1969, Marriott opens its first international hotel in Acapulco, Mexico. In 1972, Marriott partners with Sun Line, becoming the first lodging company to enter the cruise business, and J.W. Marriott, Jr. is named Chief Executive Officer (CEO) of Marriott. In 1983 Marriott opens the Courtyard hotel, its first lodging for business travelers. In 1984, the first JW Marriott, named in honor of the founder J. Willard Marriott, opens in downtown Washington, D.C. In 1985, J. Willard Marriott, Sr. passes way, and J.W. Marriott, Jr. is elected Chairman of the Board. In 1987, the first Fairfield Inn and Marriott Suites hotel are opened and Marriott becomes the first lodging company to offer a portfolio of brands. Marriott acquires Residence Inn and pioneers the extended-stay lodging business. In 1988, Marriot opens its 500th hotel in Warsaw, Poland, the first western-managed hotel in Eastern Europe. In 1995, Marriott acquires 49% interest in the Ritz-Carlton Hotel Company, a historic brand. In 1997, Marriott doubles its presence overseas with the acquisition of Renaissance Hotel Group. Marriott launches TownePlace Suites in 1997 and SpringHill Suites by Marriott in 1998. In 1999, Marriott acquires ExecuStay corporate housing company. In 2000, Alice Sheets Marriott passes away at the age of 92. In 2004, The first Bulgari Hotels ; Resorts property opens in Milan, Italy. In 2008, Bill Marriott and Ian Schrager officially announce the EDITION brand. In 2009, Marriott launches Autograph Collection, a new brand of upscale and luxury independent hotels. In 2011, Marriott launches AC Hotels. In 2012, Arne Sorensen becomes President and CEO of Marriott International. In 2012, Marriott acquires Gaylord Hotels Brand adding five hotels and approximately 2 million square feet of meeting and event space. In 2013, Marriott debuts MOXY HOTELS, a three-star hospitality segment in Europe. In 2014, Marriott acquires Protea Hotel’s Brands in Africa. In 2015, Marriott International acquires Delta Hotels and Resorts and becomes the largest Full-Service Hotelier in Canada. In 2016, Marriott International acquires Starwood Hotels & Resorts, creating the largest hotel company with more than 5,700 properties offering more than 1.1 million rooms across 30 brands in over 110 countries. Today, Marriott International, Inc. is a leading global lodging company with more than 6,500 properties in 127 countries and territories, reporting revenues more than $22 billion in fiscal year 2017, and has more than 177,000 employees. Marriott is considered one of the best company to work for and one of the world’s most ethical companies.
The Corporate Headquarters of Marriott International is located at 10400 Fernwood Road, Bethesda, Maryland, 20817-1102. Phone: (1) (301) 380-3000. The President, CEO ; Director of Marriott International is Arne M. Sorenson. The Executive Chairman of the Board is John Willard Marriott Jr. The Executive VP ; CFO is Kathleen Kelly Oberg. The Group President is David J. Grissen. The President of Marriott Hotels in Canada is Don Cleary. The Executive VP ; Global Chief Development Officer is Anthony G. Capuano Jr.
Marriott International, Inc. operates, franchises, and licenses hotel, residential, and timeshare properties worldwide. The stock market symbol of Marriott International, Inc. is MAR. Its cusip number is 571-903-202. The stock trades on NASDAQ and other US exchanges. Existing shareholders can buy or sell stock through the company’s direct stock purchase plan, which includes a dividend reinvestment plan. Marriott issued stock in 1953 at $10.25 per share. The shareholder that purchased 100 shares at the initial public offering in 1953 and reinvest dividends, would be worth $5.5 million on December 31, 2012, yielding a 15.4% annual return. On March 29, 2018 MAR open at $134.89 and close at $135.98 and increase 2.08 or 1.55%.
The auditor of Marriott International, Inc is Ernst & Young LLP of McLean, Virginia.
In 2017 the revenue of Marriott International was almost $23 bi, in 2016 was almost $18 bi, in 2015 was almost $15 bi, in 2014 was almost $14 bi, in 2013 was almost $13 bi, in 2012 was almost $12 bi, in 2011 was more than $ 12 bi, in 2010 was more than $11 bi, in 2009 was almost $11 bi, and in 2008 was almost $13 bi.
Marriott International has teamed with two leading companies of technologies, Samsung and Legrand, to launch the hospitality industry’s Internet of Things (IoT). The IoT Guestroom Lab explores concepts that have potential to elevate the guest experience, create more efficient hotel room construction and design, and contributes to Marriott’s global sustainability efforts and goals. At the Aloft hotels, a brand of Marriott, you have already the Starwood Preferred Guest (SPG) Keyless and the Botlr. SPG Keyless is a program that permit the guess to know the number of the room, do the check in, and open the door room with the smart phone. This program is working in many Starwood Hotels, a brand of Marriott. The Botlr is a robot that deliver exactly what you need, when you need it. You can request the service with your smart phone.
The major competitors of Marriott are Hilton, Hyatt and Wyndham. In The Statistic Portal, on June 2017, Wyndham Hotel Group has 8,140 properties, Choice Hotels International has 6,553 properties, Marriott International has 6,031 properties, Intercontinental Hotels Group has 5,175 properties, Hilton Worldwide has 5,031 properties, and Best Western Hotels & Resorts has 3,617 properties. In the travel UsNews the best reward program is Marriott Rewards, in the Forbes is Starwood Preferred Rewards, and in the Points Guy is Starwood Preferred Guest. The Marriott is planning to open 40 luxury hotels in 2018, then in the end of the year will be 422 luxury properties. In my opinion, in the luxury hotels the competitor of Marriott in the USA is only Four Seasons Hotel & Resorts. Waldorf Astoria is not good as Ritz Carlton and St. Regis.
In my opinion, the hotel industry will grow because more people will travel. However, the hotels will need to discover more ways to retain the guests and increase their satisfaction. The hotels will need to invest more in technology and security. Most of the hotels will be eco-friendly and guests will seek for more healthy things. Marriott International will need to work hard to offer a good service in all brands.
I love to stay in good hotels and I have already stayed in many hotels around the world. Sometimes I stayed for a long time in hotel. In Orlando, I had already stayed for more than 20 days in Hilton Bonnet Creek, Ritz Carlton, and Four Seasons. I had lived in Hilton Sao Paulo, Brazil for more than a year, and in Windsor Barra Rio de Janeiro, Brazil for another year. As a guest, I know when the manager, owner, or employees are changed, the differences of the brands, and so forth. I know that the people who work in a good hotel work so hard and feel happy when the guest recognize their work. Hilton changed a lot, the service was not the same. This was the reason that I change to Ritz Carlton and Four Seasons. When the service is not good and the mistakes are constantly repeated, the guest goes to another brand. Sometimes small things maintain the loyalty of the guess. For example, when we arrive in a room and we found a card with welcome and some fruits or wine or chocolate. Thanks, Ritz Carlton for the wonderful days that I have in your property. Thanks, others Marriott hotels that I stayed for the great days.
BIBLIOGRAPHY Walker, John R. Intoduction to Hospitality.7th edition. Boston: Pearson, 2017.