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Stan Brown, VP Pacific Islands And Japan, Marriott International

Jan 1, 2005
2005 / December-January 2005

Global Traveler: We understand Marriott Hawaii is the largest employer in the Hawaiian Islands. Marriott’s guiding philosophy — “Take care of your associates, and they’ll take good care of your customers” — probably has something to do with that. Please expand upon that philosophy, its implementation and ways in which your guests benefit from being surrounded by happy employees.
Stan Brown: Marriott International Inc. is a leading lodging company with more than 2,800 lodging properties in the United States and 69 other countries and territories. There are more than 5,000 associates in our different brands of hotels in the Pacific Islands region. The company’s commitment to the community and social responsibility is one of the five core values that has been instilled in associates by sharing the beliefs of Marriott International’s founder, J.W. Marriott. He said, “If you take care of the associates, they will take care of your customers.” Marriott’s “Spirit to Serve Our Communities” program, which is companywide, continues to foster goodwill with neighbors in areas where there is a Marriott presence. As for our guests, one of the comments we often hear from them, wherever they travel, is that they feel a certain warmth from the associates they meet in our lodging properties. We are genuinely warm and friendly. If we treat our associates in that manner of respect, we see that it transmits to our guests.

GT: In a 1999 independent survey, 36 percent of U.S. business travelers named Marriott as their top choice among hotels. Marriott Hawaii caters to both business and leisure travelers, has a policy of heeding guest requests and implements many innovations recommended by guests. Describe for us some of the key innovations — especially those of interest to business travelers — that are the result of guest recommendations.
SB: Our customer mix includes our Marriott Rewards members whose profiles are those of business travelers. Marriott Rewards is our company’s award-winning guest loyalty program. We have a large percentage of Marriott Rewards members from North America who stay at a Marriott in Hawaii. Interesting to note, a Marriott International survey released in summer 2004 showed that two Hawaii hotels were among the top 10 favorite places for Japanese Marriott Rewards members to redeem their points.

The corporate meetings and incentive groups also make up our customer mix.

Today’s standards for business travelers have changed from decades ago. To meet the minimum standard, a property must now offer the amenities of a spa. The 1,310-room Waikiki Beach Marriott Resort and Spa added a spa, and the JW Marriott Ihilani Resort and Spa completed major spa renovations. By the end of December 2004, all hotels in the Hawaii portfolio had full highspeed wireless Internet access in rooms, public spaces and meeting spaces. While the majority of Marriott hotels have recently completed multimillion-dollar renovations in rooms and public spaces, there are three more properties that will be renovated: Wailea Marriott, Waikoloa Beach Marriott Resort and Kapalua Bay Hotel.

With a growing portfolio of 15 lodging properties on four major islands in Hawaii, Marriott International offers different brands – from the luxury JW Marriott to the full-service Marriott, Renaissance, the moderately priced Courtyard by Marriott and Marriott Vacation Club International.

GT: Since you joined the organization five years ago, Marriott’s interests in the Pacific Islands have grown from four resort hotels and two vacation ownership properties to 11 resort hotels and four vacation ownership properties. What’s next for Marriott Hawaii?
SB:In 2005, we will welcome the much anticipated Courtyard by Marriott Kauai at Waipouli Beach after a $24 million renovation to the Kauai Coconut Beach Resort. Upon completion, the property will be rebranded as the first Courtyard hotel in Hawaii. We will also begin three separate multimillion-dollar renovations at three prime oceanfront properties where Marriott International has long-term management contracts. They are the 521-room Wailea Marriott and the 211-room Kapalua Bay Hotel — both located on Maui — and the 545-room Waikoloa Beach Marriott located on the Big Island of Hawaii.

Marriott’s Maui Ocean Club will be fully converted from mixed-use hotel and vacation ownership to full vacation club in 2005. In 2006, the 250-room Fiji Marriott Resort is scheduled to open.


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