The Marriott Way: Empowering Employees and Enhancing Customer Service to Drive the Bottom Line
Title: "The Marriott Way: Empowering Employees and Enhancing Customer Service to Drive the Bottom Line"
Presenter: Tony Hewes
Description: Marriott's "Spirit to Serve" is more than a mere feel-good corporate slogan. In fact, it's the innovative vision that imbues the entire Marriott culture and that's driven the company's global success. In this fast-moving and informative presentation, Tony Hewes-a senior human resources executive and a 34-year Marriott veteran-will give attendees an insider's perspective of how the philosophy works for Marriott, as well as tips for helping you implement its principles to benefit your organization.
Hewes will explain the relationship between Marriott culture and service excellence from an employment and engagement perspective. He will present data-driven and anecdotal evidence to show how cultivating a work environment where employees are valued can result in exceptional customer service and increased profitability. Additionally, he'll outline how Marriott identifies the most critical drivers of customer satisfaction, and then designs and implements training to reinforce the behaviors that lead to true customer satisfaction.
Bio: Tony Hewes is Market Director of Human Resources for Marriott, serving the South Orange County, California region. A 34-year veteran of Marriott with a career devoted to human relations, Hewes considers himself an HR "generalist," with responsibilities including employee relations, compensation planning, training and development, as well as federal and state compliance.
He has a passion for learning and facilitation, having helped drive such Marriott initiatives as Total Quality Management, Engaging Hearts and Minds, Living our Core Values, Navigating Through Change, and others. He is a certified to facilitate programs using the Meyers-Briggs Type Indicator (MBTI) instrument.
Hewes is a graduate of the University of California, Santa Barbara and resides in San Clemente, California. A world traveler, Hewes' vacation destination of choice is Puerto Vallarta, Mexico.
For more information on the Marriott, please visit: www.marriott.com/
For more information about the California Southern University School of Business, please visit: www.calsouthern.edu/business/
Пікірлер: 14
Marriott's "Spirit to Serve" is more than a mere feel-good corporate slogan. In fact, it's the innovative vision that imbues the entire Marriott culture and that's driven the company's global success. In this fast-moving and informative presentation, Tony Hewes-a senior human resources executive and a 34-year Marriott veteran-will give attendees an insider's perspective of how the philosophy works for Marriott, as well as tips for helping you implement its principles to benefit your organization.
Many factors make the company well and the main thing is to serve well. Serve well the norms that others will continue to follow
25:18 Take care of the associates-> associates will take care of the guests->the guests will return, again and again. 29:21 Selection process: Hire for attitude > experience. Someone who demonstrates through their interview that they have the capacity to provide great service. 54:27 Tough, struggling and aging product = your service still has to shine, even more in a struggling product than an exceptional product. 1:00:29 Behavioral Interview question: Tell me about a time when you had a challenging interaction with a guest/team member/past job, and how you resolved that problem. Show examples where they can demonstrate friendliness, teamwork, warmth. 1:02:40 In a tough economy, the customers are much more discerning because they’re much more conscious about where their dollars are going. 1:03:03 Once you establish a certain level of service, that becomes the baseline rather than the pinnacle. Customer expectations continue to grow higher and higher, what have you done for me lately?
Great video!
Dear Sir, With due respect.Thank you very much for good instruction.Marriott's "Spirit to Serve" slogan is very nice.I think "A big organization can make a big difference". Therefore,Man is the nature of habit.If he gets opportunity,he may prove himself as a skilled." I have a desire to serve with "Marriott Family" elsewhere around the Global as a "Servitor".So that,Work and Learn.Because,I love hospitality.Hospitality reminds us that Justice and friendship belong together.I am waiting for God's call. I love "Marriott".
@kumaonkingdom4053
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incredible speech.
I like the housekeeping idea. I will have to try something like that.
worth to listen and learn it what his presentation, many thanks to calsouthern school
Always Lead ....
Lets not forget food quality at all times...some dodgy meals being served in some of the Marriots-and I would opt for not using frozen/semi defrosted breadcakes when making sandwiches,#
did you know that bill marriott went to weber state