THE SPIRIT TO SERVE MARRIOTTS WAY PDF
In the bestselling tradition of The HP Way, The Spirit to Serve describes how one of the most successful hoteliers of the twentieth century built. The Spirit to Serve - Marriott's Way This book discusses the Marriott's philosophy and how important it has proven in . Marriott's Way PDF. In the bestselling tradition of The HP Way, The Spirit to Serve describes how one of the most successful hoteliers of the twentieth century built Marriott.
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The Spirit to Serve Marriott's Way [J. W. Marriott, Kathy Ann Brown] on Amazon. com. *FREE* shipping on qualifying offers. In the bestselling tradition of The HP. The “Marriott Way” is built on fundamental ideals of service to associates, customers, and community. These ideals serve as the cornerstone for all Marriott . Marriott's “spirit to serve” our customers, employees and communities is an . discover hospitality as a career path by participating in activities on National.
Frequently I see that too many management skills are an impediment to being a good leader, as those Management skills are often used to maintain the Status Quo, rather than be the foundation that Continuous Improvement is built on. The importance of balancing Management and Leadership, that in my experience too often tips to the over management side. Sep 16, Bob rated it really liked it.
Based on a suggestion by a colleague at work, Ali. Overall the book seems to be more of a manifesto of Marriotts current way of operation, rather than a historical path showing why and how they came upon this design.
Because hospitality industries need to focus on customers, but don't have too many changes, unlike a lot of industries in SV, the philosophy is appropriate. What I found amazing about Marriott is his hands-on approach. I have found that managers who become people managers and are Based on a suggestion by a colleague at work, Ali.
I have found that managers who become people managers and are not willing to get their hands dirty, typically work well in slow moving companies. Marriott does exactly this. He goes on unconventional ways of gathering information like secret shopping, reaches down all the way down the beauracracy, goes and personally interviews the customers even though he is the CEO, puts thorns on the his own company. What I found amazing is his philosophy, is his ability to cut his own losses, sell off companies to somebody more motivated and talented to run some parts of his business, ability to live the uncomfortable life, when he could have just had a very smooth sailing life living off his fathers wealth.
Haven't heard many people being able to do that. I am also no sure how true this narrative is, given that its written by Marriott and could be a marketing propaganda. The importance of systems: What he means by systems can also be called automation. SOPs etc are important for efficiency purposes. This is very true in age old industries like the hospitality industry, where there is no much technological disruption happening.
In a podcast with Tim Ferriss, he discusses that he set up elaborate SOPs and systems to operate based on in his company.
After a while, there were so many manual SOPs and systems to work through, that nobody smart enough wanted to work there. So there were systems without people to work through the systems. In order to overcome this issue, he basically went to the other end of the pool, where there are very few systems in Netflix's culture, he pays the people way higher than normal, but also has a extremely higher barrier to entry to only allow the people who almost have the CEO personality to get things done.
I am guessing the reason for this is probably because, NetFlix is fighting very established incumbents like Disney etc, and they need people who are that independent and don't necessarily follow rules. Most startups need that kind of people only at the beginning, but it maybe that NetFlix needs that kind of independent CEO types even as it scales way past the initial stage.
This is probably why it has been able to scale so fast, despite incumbents trying to beat them.
The Spirit to Serve Marriott's Way : J W Marriott :
Treat your employees well: Its interesting that because Marriott is a hospitality industry, it places high emphasis on employee well being, and recognizes employees who do their job well and create that sense of belonging. They take care of the kids of their employees, when they are sick, listen to their employees, make their employees feel heard etc. Even when they have to layoff people, they make sure they are secure and have future options. This motivates their employees to take care of their customers.
This is way of doing business seems to be very similar to how software businesses run. Perhaps, it comes down to that in both these industries you are dealing with individual customers. Even though, it seems software is a highly technical problem area, and it is, most software is fundamentally designed for a single end-user, not another robot. As such, customer service is a unstated job description of software development, and the people who become great fundamentally understand this.
Most software companies do offer a wide range of facilities like child care, free food etc. Netflix on the other hand offer very high compensation packages, and high flexibility, but doesn't necessarily take care of your kids etc. This kind of flexibility in job description only works for a very selected group of self-driven people, not for the majority.
NetFlix thus selects only these people by eliminating everybody who doesn't fit the needs of the culture. Its also probably a marketing tactic to distinguish itself, as I can't think of a company which won't need a combination of both.
Perhaps, because business customers tend to be much more logical than individual customers. As a result, b2b industries such as hardware companies or enterprise software companies tend to do the exact opposite and place the customer first.
This is also probably why few talented people want to work in them, and why individual customer oriented industries tend to be leading edge and growing much faster these days. So, the conclusion from this maybe that even though in the short term, for b2b companies, it maynot matter too much whether they take care of their employees or not, if they don't take care of their employees in the long run, they will leave and thus suffer as a whole industry.
The challenge however is the tradeoff between short and long term business profits.
If you really put employee first, your performance will drop. Then your competitor who places customer first will win in the short term. The solution to this could be whole sale automation, and only have NetFlix-type employees. Listen well: Even if you listen well, sometimes it hard to really understand. You have to go around finding facts, and also take action. He mentions that he gives an equal time to everybody. What Marriott is probably doing is that he is listening to not only to his direct reports but randomizing whom he is listening till the bottom end of the ladder, which maybe why he is able to make good decisions.
Its actually a very good open ended question, and I came upon this as well in my own journey. It doesn't ask whether the idea is right or if the idea is wrong. It just asks somebody to go on a open ended rant on the idea. As a result, people tend to be more open to criticizing your idea, which is great. Why should I not do this? Its much harder to see the negative aspects of your decision, and people usually hate telling you why an idea won't work, because people don't like disappointing other people, especially higher ups whose approval they need for promotion etc.
Success is a team sport: As a big slow moving company, you probably depend on a lot of people.
The Spirit to Serve Marriott's Way
People who can get things done, are creative also come with larger egos, independent thinkers. If your company is not growing as fast hospitality industry has been growing at 2.
There are some people who want a stable job, who may be a better fit for your org. I think, Marriott Jr, never had to growth the company like his father did. Marriott Jr. Never believe your own hype: Its very easy to get caught in your own idea and not get feedback from other people about the downsides. It gets more treacherous because if you are a manager with direct reports, your direct reports are probably not going to say anything against your idea, unless the culture actually encourages it.
Listen to your heart: If you are a big business, you will have to make a lot of decisions. However, you shouldn't spend a lot of time obsessing over these decisions. He seems to be very good at realizing what type of business is a good fit for the culture of Marriott, and if its not a good fit, he is fine with finding somebody in the company to lead the company and let it be its own unit.
Its probably hard to have 2 business units which have completely different needs or modes of operation. Marriott views itself as a full service hospitality outfit so more than just hotels but also a significant food arm as well as managing retirement properties, time shares and its franchised off shoot brands for budget travelers, business travelers and long term travelers in the form of Fairfield Inn, Courtyard Inn, and Residence Inn.
Overall if you are looking for a solid business book from organizations that manage large volumes of employees there are some great lessons here as well as interesting look at how this hotel chain evolved. I found this book in a box of old stuff, so I read it.
If you own a hotel I don't. It didn't. View 2 comments. Nov 30, Henrik Haapala rated it it was amazing. But for us, the idea of having systems and procedures for everything is very natural and logical: If you want to produce a consistent result, you need to figure out how to do it, write it down, practice it, and keep improving it until there's nothing left to improve.
She can pick up immediately on problems, concerns, or issues and take care of them before they fester or grow. Conversely, a manager who doesn't know his staff by name, who doesn't spend the bulk of the day walking the heart of the house, will eventually have problems. He's just not going to have the same rapport with associates or the knowledge base to make decisions as do his hands-on counterparts. Being able to laugh at yourself once in a while is a good thing. Jan 19, Willem Koenders rated it it was amazing.
Wonderful view into the Marriott story. I recommend this book to all people who are interested in improvement and excellence. Review 4: A great book for all ages, with more of the type needed.
An excellent biography of a hoteliersA great book for all ages, with more of the type needed. An excellent biography of a hoteliers triumph. Hilton's are overrated, but not the red and white of Marriott. Writing of the best of times,triumph. Writing of the best of times, the worst of times, and with the addition of an occasional quote from Somerset Maugham, this isthe worst of times, and with the addition of an occasional quote from Somerset Maugham, this is a guide to how hard work, combined with dedication and good spirit, can create magnificenta guide to how hard work, combined with dedication and good spirit, can create magnificent success in any and all people--at least in a U.
S, of A.
[PDF Download] The Spirit to Serve: Marriott's Way [PDF] Full Ebook
Someone else--not you, never you--ismistake of gigantic proportions has just been made. Someone else--not you, never you--is supposed to lying in this particular hospital bed, staring at the ceiling or watching an IV drip. Hear, hear! Review 5: The name Marriott has become an icon in hospitality and deservedly so. The company hasThe name Marriott has become an icon in hospitality and deservedly so.
The company has evolved from humble beginnings almost a century ago to one today that appears on almost everyevolved from humble beginnings almost a century ago to one today that appears on almost every "best of list".
This book is an easy to follow templates of sound management practices, of how to provideThis book is an easy to follow templates of sound management practices, of how to provide sincere attention to both customers and associates and maintaining value.
Well done, Marriott family and associates. Marriott, Kathy Ann Brown The Spirit to Serve Marriott's Way: Marriott, Kathy Ann Brown] on Amazon.
The Spirit to Serve: Marriott's Way: Marriott's Way [ Jr. Paperback, pages. The Spirit to Serve Marriot's Way: Willard Marriott, Kathi Ann Marriott's Way [J. The of Marriot International explains how he built his corporation, offeringqualifying offers. The of Marriot International explains how he built his corporation, offering elementary yet effective principles for motivating employees and cultivating customer loyalty. The spirit to serve: Marriott's way eBook, The spirit to serve: Marriott's way eBook,  Get this from a library!
Marriott's way. Bryon said: My two favourite concepts andThe Spirit to Serve has ratings and 18 reviews. My two favourite concepts and chapters in this book are: Preserve Order Amid Changechapters in this book are: Click link bellow and free register to download ebook: Marriott International: This is more than a philosophy — it's a strategy thatthat our This is more than a philosophy — it's a strategy that works.
Global Diversity andworks. Global Diversity and Inclusion. Marriott has more than 3, Building employee loyalty, pride, team spirit, and morale all begin bydetermine the end and Building employee loyalty, pride, team spirit, and morale all begin by meeting needs as basic as clean uniforms and La chute du seigneurLa chronique des anciens, Tome 5: La chute du seigneur Matematica teoria esercizi.
The Spirit to Serve: Marriott's Way
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