To succeed in today's world of borderless commerce, you must build strong relationships. This requires getting out from behind your desk to personally experience different cultures and customers. Immersing yourself in local markets across borders is essential to fully understand diverse interests and needs at a deeper level. Only then can you serve global consumers more effectively. Meet face-to-face and connect with people one-on-one to establish trust. Broaden your horizons beyond familiar territories. Seek out cultural differences across counties, cities, or even within your own organization. Let go of assumptions and listen openly. Embrace varying perspectives with empathy. Keep an open mind, as you discover what matters most to people. Build partnerships through mutual understanding and respect.
Marriott International's journey from a modest root beer stand to the world's largest hotel company is a testament to the enduring values of its founders, Bill and Alice Marriott. Their commitment to quality and service began in 1927 with a small A&W root beer stand in Washington D.C., which soon evolved into the Hot Shoppe restaurant chain after adding Mexican food to the menu. Bill Marriott's insistence on fresh, consistent food around the clock set a high standard for the chain. The business took a significant turn when Bill Marriott noticed airplane passengers buying food for their flights, leading to a partnership with Eastern Air Transport in 1937 to provide boxed lunches, eventually becoming the largest airline catering service in the world. The Marriotts' foray into the hotel industry began with the acquisition of a 365-room hotel in 1958, and under the leadership of Bill Marriott Jr., the hotel business quickly outpaced the restaurant sector, surpassing competitors like Hilton and Howard Johnson by the 1970s. However, the early 1990s recession exposed the vulnerabilities of overexpansion, prompting a strategic shift to a franchise model. This model allowed third parties to own the properties while Marriott provided branding and management services. The company also diversified its brand portfolio, which now includes 18 distinct names ranging from Courtyard to Ritz-Carlton. Marriott's international expansion in the 1990s was strategic, targeting countries with significant U.S. visitor numbers to build brand loyalty. The "Marriott Way," a management philosophy emphasizing customer experience and hands-on leadership, has been central to the company's ethos. This approach is underpinned by six principles that stress the importance of upholding values for long-term success, clear communication of values, engagement with operations, and decentralized decision-making guided by shared values. Nearly a century later, the ethical foundation laid by the Marriotts has allowed the family to build a global hotel empire without compromising their moral convictions. Their story illustrates how true leadership and personal standards are crucial to lasting success, as noted by Ray Kroc. For Marriott, adhering to strong moral principles has been the cornerstone of their remarkable growth.
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