Originally Posted by
rahmanbar
Ira-
Good to learn that Marriott appears to be taking a second look as to the CL issues.
As much as I appreciate it, I would hope that the larger issue generically referred to as , "The Spirit To Serve" is not being overlooked. At least to me, it's synonymous with those somewhat overused (some might call them trite) slogans of another time, "Exceeding Expectations" and "Delighting the Customer".
I don't think that any thoughtful person demands (or would expect) that the "store" be given away, but at the same time, the seemingly pervasive dark cloud usually referred to as "Don't Overachieve or be punished" should be relegated to the corporate air purifier.
Agreed.
There are many different travel patterns and priorities. No company can please everyone all the time with their frequent traveler program, no matter how great it is. However, they can please more people most of the time when properties are allowed opportunities to meet the needs of the customers who stay with that property. (without fear of reprisal from corporate) It is, after all, the hospitality business and consistent does not have to equal clone.
Corporations can make mistakes - living in CLT, the words USAIR come to mind
It is not the mistake that is the most critical - it is whether it is reconsidered and reversed once it is realized.
This has been a costly error for Marriott. Not only have they lost business over the last few months, but once stay patterns are altered, they are difficult to recapture.
Change is occurring everywhere. At Hyatt, a recent corporate mandate is that the Regency Clubs eliminate hot offerings in the evening. Have I missed them? Not really, because the overall quality, hours, and service at the Clubs has remained the same in all other areas.
It is hoped that the meeting Ira references will result in revisions that both sides can live with...