Top 10 Ways Marriott Wants To Make You Happy


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Bill Marriott, Executive Chairman and Chairman of the Board of Marriott International, writes a blog called Marriott on The Move. In his September 6th post, he “curated” a top ten list of ways to attract and keep guests in the digital age.

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  1. Service, service, service. Social media let’s us help guests faster than ever before.  Sometimes guest expectations are too high, but our hotels are doing their best to meet them.
  2. Build customer confidence. We need to talk to our customers the way they talk to us.
  3. Personalized email “welcomes.”  General Managers should made a connection and their email signature should link to the social media channels.
  4. Respond to all reviews we get. If someone complains on TripAdvisor, let’s try to explain the situation.  People understand mistakes happen and they appreciate a Gerneral Manager being upfront about it and talk about it.
  5. Encourage sharing.  Associates hand out TripAdvisor cards for guests to share their experiences during and after a stay.
  6. Read competitor reviews. You can gather intelligence and use the information to tailor services to customer needs. 
  7. Be socially green. Encourage guests to fill out a survey on our green efforts that’s posted on TripAdvisor’s GreenLeaders site.
  8. Listen, not with your ears but with your mouse.  Monitor social media channels to keep track of guest stays and to deliver more personalized service.
  9. Send an email “thank you.”  When General Managers send the “thank you,” link to GuestVoice.  It’s our own social media-like survey that gives us great feedback.
  10. This is mine-  BE HUMAN. I still believe that our biggest competitive advantage is a smile — not a smilie face! We are all human whether in person or online. Technology will change, but thank goodness human nature doesn’t.

Bottom Line:

I’ve always thought Marriott has had excellent customer service, and with this list, I feel like Bill Marriott gets it.  What do you think?

Editorial Note: Opinions, analyses, reviews or suggestions expressed on this site are those of the author’s alone, and have not been reviewed, approved or otherwise endorsed by any card issuer. This post was accurate at the time of posting, offer may be unavailable on this site at a later time. For details on current offers visit the card issuer’s site.

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Comments

  1. Yes he does get it. I always think of Marriott rewards as the ugly stepsister of the points world because travelers and bloggers seem to always be pointing towards SPG/Hilton/Hyatt and sometimes even IHG before even mentioning Marriott. But I get by far the best CONSISTENT service at Marriotts and never find that one hotel in their chain is amazing and the next terrible. They are all great, from a Residence Inn to a Marriott to a J.W. Consistency is something other hotels (and airlines) can learn a bit from Marriott.

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