"Those ideas quickly find their way into the hands of members of the team at HQ who can either solve the problem or spread the word about a good concept that works."
Managers need to understand the basics of the company's products and services to manage with depth. For many years their chief financial officer and other non-operations executives have been required to attend the company's "food school" to gain a bit of "hands on" experience with the products and services that form the basis of Marriott's world.
Mr. Marriott recounts that his dad particularly enjoyed talking to his employees. Marriott's corporate legend is full of stories of his father perched on a hotel lobby sofa, listening to the family problems of one of their associates while senior managers "cooled their heels" waiting for him to return to the office. He confirms that the stories are true. His Dad felt very strongly that the concerns and problems of the people who worked for him were always worth listening to.
In his eyes, a successful company puts its employees first. Mr. Marriott says: "I couldn't agree more. When employees know that their problems will be taken seriously, that their ideas and insights matter, they're more comfortable and confident. In turn, they're better equipped to deliver their best on the job and to the customer. ...