“Spirit To Serve”In Action

MARRIOTT CONFIDENTAIL AND PROPRIETARY INFORMATION

MARRIOTT CONFIDENTAIL AND PROPRIETARY INFORMATION

Marriott’s Portfolio of Brands

Full-service, select service and extended stayOwnership resorts and luxury brands

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An Industry Powerhouse -- Beginnings

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The Spirit to Serve…Our Associates

Our Customers

Our Communities

Marriott’s “Spirit To Serve” Culture

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The Balanced Scorecard

Guest Satisfaction

Associate Satisfaction

Profitability

Balanced Scorecard and Triple Bottom-Line Focus

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“Training is the keyto our success.

Performance depends on development.”

- Bill Marriott -

Marriott’s Training Philosophy

Training Model

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Orientation program for all new hires

New Hires -- In the Beginning60 Days Later -- Chapter II30 Days Later -- The Plot Thickens

In the Beginning Orientation

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Spirit to Serve Basics

One of the key components of our service strategy. Combined with the Daily Meetings, the Service Basics become incorporated into every associate's daily actions

Daily Meetings

To create an on-going open dialogue. To keep associates informed of important events, celebrations and other communications on property, creating a greater sense of value and ownership inachieving the hotel's goals

“Winning with the Spirit to Serve Basics”

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Hourly Operations Training

Service ExcellenceA one-day on-property facilitator-led session that incorporates video role play practice sessions. Participants learn how to use body language, actions and statements to create a positive guest experience.

Passports to SuccessTo gain a competitive edge in our market, we must consistently deliver the highest quality of products and services to our guests. Our main objective for the "Passports to Success!" program is to provide all our associates with the kind of training that will ensure the best possible guest experience.

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CORE Trainings -- Developing Talent

Part of Marriott International's success is driven by its development of associates. We continue to foster J. Willard Marriott's philosophy of "People are number one --their development, loyalty, interest and team spirit.”

Some of our CORE trainings:

Foundations of LeadershipSeven Habits of Highly Effective PeopleDeveloping You, Developing OthersDynamic TeamsImpact Leadership

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Spirit to Serve: Our Stories

“Company’s strategy and performance doesn't matter to people.

All they'll remember is the stories.”

J.W. Marriott Sr.

Marriott's “Spirit to Serve" culture is captured in uplifting human interest stories about some of Marriott's finest associates.

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Albert “Smitty” Smith

Joined Marriott in 1968

Atlanta Marriott Marquis

Sports Ambassador

Spirit to Serve: Celebrity Treatment

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Associate Appreciation Week

Each year Marriott marks the anniversary of its founding, May 20, by setting aside a week to express appreciation to our worldwide family of associates.

Spirit to Serve Our Associates

Award of Excellence

The J. Willard Marriott Award of Excellence is Marriott's highest form of associate recognition. Marriott celebrates and honors those associates who exemplify this legendary Spirit to Serve the Customer.

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Marriott Rewards is the premier frequent traveler program that rewards its members for their stays at Marriott brand hotels with points toward free vacations or airline miles.

The Industry’s Most Preferred Loyalty Program, with 30 million members is a proven and effective marketing tool for attracting and retaining loyal guests.

Marriott Rewards = Guest Loyalty

Spirit to Serve Our Customer

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With 30 million members, we have affirmation that our training concept is working.

Our brands are the first choice among more business travelers than any other lodging brand and our customers are among the most loyal in the industry.80 percent of Marriott Rewards members go out of their way to stay within the Marriott portfolio.

Spirit to Serve Our Customer

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Marriott’s Community Responsibility GoalsTo be active contributing members of the communities around the world where we operate.

To focus on issues where we can make a difference.

To use our resources wisely, select good community partners, and optimize impact on community needs.

Spirit To Serve Our Communities

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Habitat for Humanity International

International Red Cross

United Way International

Children's Miracle Network

Spirit To Serve Our Communities

“Take good care of your associates and they’ll take good care of your customers, and the customers will come back.”

- J.W. Marriott, Sr., Founder -