The Marriott mission statement is “to enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experiences.” And the Marriott vision statement is “to be the world’s favorite travel company.”
As customers become increasingly informed in today’s hospitality sector and demand superior service with professionalism at an affordable price, companies such as Marriott International have been able to overcome these challenges and create memorable experiences for their guests. Established in 1927 as a small root beer stands in Washington, D.C., Marriott has seen immense growth over the years thanks to their clear-cut mission and vision statements, which continue to guide all decisions within the company toward success now and into the future. By remaining competitive with excellent prices, they are able to capture their target market and build loyalty with them.
Marriott International has attained remarkable success through the creation of two vital statements. These documents serve as fundamental guides for constructing their corporate structure and developing services/products in accordance with their values. This guidance has allowed Marriott to maintain consistent decisions over time, contributing to its status as one of the most successful companies in its field.
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Marriott Mission Statement
Marriott’s mission statement is “to enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experiences.”
Marriott’s mission statement is focused on providing guests with superior services and preferences that are tailored to their individual needs. The company strives to create an environment where customers can have rewarding experiences away from home. With quality lodging, exceptional amenities, and outstanding hospitality, Marriott seeks to exceed customer expectations by providing a memorable stay.
The main purpose of the mission statement is to drive positive customer experiences from start to finish. Every decision that Marriott makes should directly contribute to this goal, from ensuring great hospitality at every location to delivering innovative products and services to making sure everything runs smoothly during a stay. Marriott wants customers to feel like they’re part of something special and meaningful when it comes time for them to choose a hotel for their vacation or business trip.
At its core, Marriott’s mission statement prioritizes excellence in the customer experience above all else. The company hopes that these efforts will create lifelong relationships between customers and their brand, while also helping drive overall loyalty within the industry as a whole.
Improving lives
This element indicates Marriott’s commitment to improving its customers’ lives in every way. By providing a variety of packages and distinguished on-demand services, Marriott makes it easy for customers to select their ideal experiences with ease. Marriott understands that every individual has different needs, preferences, and budget constraints, so it is constantly evolving its services to keep up with customer demands.
What sets Marriott apart from other hospitality companies is its commitment to providing excellent service tailored to each individual’s needs and expectations, making their stays as memorable and enjoyable as possible.
At Marriott, nothing is static; the company is always looking for ways to enhance its guests’ quality of life while they are under the care of its staff members. For example, by leveraging advanced technologies such as artificial intelligence (AI), data science, and machine learning algorithms, the hotel provides personalized recommendations based on each guest’s current location or preferences.
Whether it be travel advice or activities nearby that can make their stay even more enjoyable than before, this optimization allows individuals to get much more out of their experience at Marriott.
Exceeding expectations
As part of its mission statement, Marriott strives to go above and beyond customer expectations, offering an unparalleled vacation experience. Through customization of service and personalization of experiences, they are committed to creating a unique journey that will leave guests wanting more.
By enrolling in their membership program, members can take advantage of incredible benefits that cannot be found anywhere else; these exclusive offerings set Marriott apart from other hospitality leaders in the industry.
The company intends to give its guests unforgettable memories through extraordinary moments made possible by luxury amenities, hospitality excellence, and impeccable service delivery.
Every aspect of the customer’s stay at a Marriott property is tailored specifically for them, resulting in an incredibly personal experience that exceeds their wildest expectations. With membership perks such as priority check-in/check-out times and late-night access to cocktail lounges, customers can be sure they’ll get exactly what they’re looking for — plus some extra special touches along the way.
Improving communities
Marriott works together with the communities it operates in to foster a mutually beneficial relationship. As part of its 2025 sustainability and social impact goals, Marriott is committed to providing economic development opportunities and products that benefit local communities. For instance, certain projects within Marriott’s portfolio are designed to create jobs or attract new businesses for direct revenue growth in their respective areas. Through its Social Impact Platform and other initiatives, Marriott focuses on preserving cultures by training local staff and offering locally sourced goods and services at its hotels, helping to stimulate local economies.
Marriott is actively dedicated to protecting the environment in addition to fostering sustainable economic growth in the communities it serves. With ambitious goals to reduce its carbon footprint by 2030, Marriott has been implementing numerous measures, such as the installation of solar panels for energy efficiency, green building designs, water reuse strategies, and sustainability certification programs. In 2022, Marriott vowed that their hotels would be running on 30% renewable energy and fulfill the highest efficiency standards by 2025.
Marriott Vision Statement
Marriott’s vision statement is “to be the world’s favorite travel company.”
The company has been a leader in the hospitality industry for almost a century, and it has achieved that leadership role by adhering to its vision statement. This simple yet powerful phrase encapsulates Marriott’s commitment to providing guests with an unforgettable travel experience regardless of where it goes.
Guests of Marriott hotels and resorts can expect nothing but the best when it comes to service, amenities, and comfort. The company is dedicated to delivering exceptional value in every aspect of its operations — from booking a hotel rate to checking out after an enjoyable stay.
The company’s vision also extends beyond just providing great customer service; it is about creating a lasting legacy for generations to come. Marriott understands how important it is for travelers today to trust that their vacation experience will continue well into the future, so they strive each day to make sure their offerings remain relevant and meaningful over time.
Through ethical business practices and environmental stewardship initiatives such as energy efficiency efforts, Marriott hopes to set an example for others in sustainability-focused corporate responsibility programs worldwide.
Core Values
Marriott’s core values include the following:
- Putting people first
- Pursuing excellence
- Embracing change
- Acting with integrity
- Serving the world
Putting people first
Marriott International has long prioritized people, a commitment that dates back to its founding. To further demonstrate this dedication to inclusion, over twenty years ago the company created a board of directors committee focused on diversity, fairness, respect, and ethical standards in the workplace. This proactive approach highlights Marriott’s strong commitment to fostering an inclusive work culture rooted in respect.
The goal of this focus on people first has been evidenced by their commitment to hiring diverse employees from different backgrounds and experiences that bring new perspectives. As such, their company culture centered around fostering many different ideas and talents that led to innovative solutions for issues faced throughout the industry.
It also allows for professional development opportunities, which has contributed to employee loyalty, showing how effective this commitment has been over time.
In addition, it’s not just enough to put people first internally; it must extend outside of Marriott’s walls too, such as suppliers they do business with each day or customers they serve. To ensure their policies reflect these values, they review them regularly together with stakeholders both internally and externally, including employees and various non-profit organizations that help hold them accountable when needed.
Pursuing excellence
At Marriott, all employees are expected to strive for excellence in every aspect, from providing outstanding customer service to excelling on the job. Pursuing excellence is an important virtue that the company seeks to instill in its employees and is a core value at Marriott.
The company takes great pride in delivering superior services and expects all employees to exemplify professionalism while performing their roles and responsibilities. As such, it requires them to keep up with industry standards and continuously develop their skills. They also have access to various development programs that help them stay abreast of current trends and find innovative ways of tackling challenges faced in their everyday work.
This commitment to pursuing excellence helps make sure that staff members remain productive throughout their tenure with the organization, and also facilitates within-organization career growth opportunities. The focus on continual improvement ensures employee satisfaction and better outcomes overall, which leads to customer satisfaction as well as improved corporate profits.
Embracing change
The Marriott family has been an industry leader in hospitality since the company’s founding. Consequently, they have developed a commitment to change and adaptation that represents one of their core values. Through constantly reviewing new trends and techniques, Marriott embraces change and encourages its employees to do the same.
Marriott’s approach encourages a culture of growth and adaptability that allows its core values to remain relevant while embracing cutting-edge developments in the hospitality world.
This embrace of change also extends beyond technology usage. During the COVID-19 pandemic, when other hotel companies experienced severe hardship due to business closures or restrictions, Marriott was quick to identify philanthropic opportunities by responding with innovative solutions, including creating “room for responders,” widely popular among healthcare workers on call at hospitals or locations without available lodging options but in need of housing nearby health facilities.
This example alone shows how Marriotts’ focus on embracing change can lead them to transform difficulties into novel forms of opportunity for stakeholders — especially during tough times.
The modern hospitality industry has proven on multiple occasions how quickly trends come and go, whether guests require higher levels of service satisfaction or new technologies alter traditional aspects of operations instantly, e.g., Airbnb. To keep pace with these developments, it is vital for Marriott to maintain their core value of embracing change; not only should this guarantee operational agility, but it will also ensure customers continue to reap the benefits of progressive responses from this leading provider.
Acting with Integrity
Among the core values of Marriott, integrity is held in the utmost regard. A culture rooted in integrity is critical for this global hospitality company to remain competitive and strengthen its trusted brand. All employees are therefore held to high ethical standards and expected to demonstrate unwavering integrity in all their actions and decisions. This involves being honest, fair, responsible, truthful, and maintaining consistent words, behaviors, principles, and values — an ethical lifestyle that extends into both work and personal lives.
Having sound moral conduct is essential at Marriott for two reasons: firstly, it creates a workplace environment where employees feel respected and valued, and secondly, it helps build customer loyalty by providing trustworthy service that customers can depend on when staying at any Marriott-affiliated hotel worldwide.
Serving the World
Since its inception, Marriott International has remained unwaveringly dedicated to its core value of serving the world. Their mission statement is unequivocal — hospitality, generosity, and sustainability are three essential facets that underscore their approach to global relationships. This commitment was evident in 1959 when Marriott made history by becoming the first U.S. hotel to open a property in Cuba — a monumental accomplishment for U.S.-Cuban relations.
The agreement between Marriott and Cuban officials entailed all activities related to running the hotel, including personnel training and audit protocols. Marriott also committed to utilizing local suppliers wherever possible, plus they guaranteed all employees would experience stringent safety checks sanctioned by regulations and standards concerning the environment, workplace, and human resources programs.
Marriott’s commitment to serving the world has been deeply rooted since its founding over 100 years ago by JW Marriott Sr. He had a strong belief that taking care of one’s employees would lead to excellent customer service; geographic or political limitations should not limit that outstanding hospitality; and that global citizenship is more than just making money, but also doing what is best for society as a whole.
Conclusion
Marriott International’s mission and vision statements demonstrate the company’s commitment to delivering high-quality experiences for its customers. These declarations have enabled a streamlined focus on creating memorable customer experiences and helping Marriott stay competitive in their industry. By combining their values and goals, they have been able to achieve success while remaining true to their core beliefs.