Today, I’m reflecting on something that’s truly special to me – Mr. Marriott’s 12 Rules of Success. These rules are much more than guidelines for business; they’re lessons that deeply resonate with my own journey in hospitality.

In my career, I’ve lived these principles. They’ve guided me through challenges and shaped my approach to leadership and service.

1. Challenge Your Team to Do Better: It’s about challenging yourself and those around you, pushing boundaries and aiming higher, always.
2. Take Good Care of Your Associates: My mantra has always been ‘people first’. When we care for our team, they care for our guests, creating a cycle of positivity and excellence. I’ve seen this in action, where a well-supported team has gone above and beyond for our guests.
3. Celebrate Your People’s Success: It’s their success that creates our success. I remember celebrating a junior staff member’s innovative idea, which not only boosted their confidence but also improved our operational efficiency.
4. Know and Improve Your Strengths: Understanding and honing our strengths is key. Whether it’s refining our customer approach or enhancing our amenities, self-improvement has always been at the forefront.
5. Do It Now: Ah, the power of action! I’ve always believed in quick, decisive action, guided by intuition. It’s about being proactive, not paralyzed by overthinking.
6. Communicate by Listening: In hospitality, listening – to guests, colleagues, and even competitors – is where true learning happens. It’s through listening that we’ve adapted and evolved our services to meet changing needs.
7. Visibility and Accessibility: Getting out there, connecting with the team and guests, has always been my style. It’s about leading from the front and being a part of the action.
8. Attention to Detail: The magic is in the details – a philosophy I’ve lived by. From ensuring the perfect room setup to personalizing guest experiences, it’s these small touches that make a big difference.
9. Hire for Qualities: I’ve always looked beyond experience, seeking qualities like passion, adaptability, and a willingness to learn. This approach has built a team that’s not just skilled, but also dedicated and innovative.
10. Consistent Quality: Regardless of diverse guest needs, the expectation of quality remains constant. Upholding high standards has been a cornerstone of our service ethos.
11. Hire Smarter People: Surrounding myself with intelligent, talented individuals has been a game-changer. It fosters an environment of continuous learning and innovation.
12. Every Problem is an Opportunity: Every challenge we’ve faced has been a stepping stone to growth and improvement. It’s about turning obstacles into opportunities.

In Conclusion

Reflecting on these 12 rules, I see a mirror of my own journey in the hospitality world. From my own rules of operations to the wisdom of Mr. Marriott, the underlying message remains the same: leadership, innovation, and a relentless focus on people. As I continue navigating this ever-evolving industry, these principles stand as my guiding stars, driving me towards excellence in every step.