Addressing the 'high touch' side of Hospitality.
By Dr. John Hogan CHE CHA MHS
Sunday, 17th January 2010
The definition of innovate is 'to bring something new to an environment' - 

Hospitality business owners and senior managers must embrace "high tech" changes available to keep the industry fresh. They must also understand as part of their responsibility the need to welcome and support business practices that address the human element of the business.

Tourism and the hospitality industry play a major role in the global economy and contribute significant revenues and net wealth to many countries.   Hospitality and tourism arguably make up the world's largest industry, although some internet searches conflict in interpretation.  When we think about it, we recognize that numerous components of hospitality focus heavily on the personal, "high touch" side of life.

The industry has adopted many innovative changes and improvements in the past ten years. Many of them are in the high tech side of the business, including revenue management, marketing, payroll management and scheduling, distribution systems, guest history and communication within organizations.  Others have been in operations and design, including the GREEN movement and sensitivity to the global environment.  These have been positive changes and helped the industry remain current and sensitive to consumers and trends.

This column on INNOVATION addresses the "high touch -people" side of Hospitality.

Change is not made without inconvenience, even for worse to better.
Richard Hooker (1554-1600), as quoted in the Preface of Johnson's English Dictionary.

This quote from several centuries ago remains true today – change requires effort.  We have all learned in our professional and personal lives that the status quo does not remain as is for very long.  We have come to understand that if we do not move forward, we will fall behind.

Making diversity "real" in today's work environment has been an evolution I have seen in this industry over the past 20 years.  Those organizations and individuals who have embraced the culture of inclusion and diversity are far ahead of their competitors in many areas of business success.  They have enjoyed lower recruitment and turnover costs, retained capable staff, improved both customer and associate satisfaction and usually led their markets in share and revenues.

Gaining a competitive edge in any economy is important, but becomes even more noticeable in a challenging environment.

This article identifies three long-term successful organizations that have made cultural diversity such an integral part of their core of every day business to the point where it is no longer a "special initiative", but rather is a piece of their plans of success.  Information from each company and how they address their innovative ways to make cultural diversity an essential piece of their business success is provided.  Partial listings of public recognition of accomplishments are included at the end of each recap. The companies' efforts do not focus on awards, but their results and success have earned these acknowledgments.

The online report on Global Diversity and Inclusion includes A message from CEO[1], Joseph Neubauer

This message states "Aramark, as one of the largest private companies in the United States, and with a global presence that spans 22 countries, has as it's vision is to be a company where the best people want to work. Together, our combined skills, insights, creativity, and commitment allow us to provide the greatest value to our clients who rely on us to provide excellent service every day.  We serve millions of people in a variety of settings and our customers represent a broad and diverse spectrum of the consumer marketplace.

A diverse workforce means we are better positioned to understand their preferences and develop innovative solutions to ensure their satisfaction. More satisfied customers means more successful clients, which will help us continue to be a leader in our industry. For this reason, diversity is far more than a Human Resources initiative or simply the right thing to do. It is a business imperative that is crucial to ARAMARK's competitive advantage…………………

The ARAMARK website lists a section on SOCIAL RESPONSIBILITY[2]

At ARAMARK, we create positive experiences and environments that enable people and organizations to thrive.  Every day our 260,000 employees worldwide enrich lives through business and community activities.

Each day we consider and address issues that matter most to clients, customers, employees and communities. 

We focus our energy on initiatives that support our diverse workforce; enhance and protect our environment; strengthen our communities; and advance consumer health and wellness.  We seek to lead by example and continuously improve in those areas of our business that are under our direct control. We work with clients and suppliers to develop innovative product and service options that operationalize their corporate social responsibility objectives. 

Together, we are enriching lives every day.Our Board of Directors has adopted governance principles and committee charters to ensure that ARAMARK conducts business with the utmost integrity and according to the highest ethical standards.  We have chartered a Corporate Social Responsibilities Practices Committee whose purpose is to lead and focus ARAMARK's commitment to advancing our enterprise commitment towards social responsibility. And each day we work hard to continuously improve on our actions.

At ARAMARK, our mission is to be a company where the best people want to work…people from all backgrounds, perspectives, and experiences.  That mission is reflected throughout our organization – from our executive offices to our operations at ballparks, universities, elementary schools, and beyond.  We are comprised of a rich mosaic of individuals who together make us what we are as a company.

Key Focus Areas·

Talent and Culture
Hire, retain, and develop a workforce that reflects the marketplace we serve and maintain a workplace culture that values and leverages differences and similarities·

Clients and Partners
Strengthen our competitive position to meet the needs, requirements, and desires of our clients/customers through alignment with the changing demographics of the marketplace.

Demonstrate our commitment to corporate partnership through support of key community segments that align with our business goals

ARAMARK recognition and awards are significant.  Recent awards[3] in the areas of diversity, inclusion and social responsibility include:
  • In 2009 ARAMARK was ranked among the Top 100 "Best Places to Launch a Career"  by Business Week magazine.[4]
  • A partnership between Iowa Health System and ARAMARK Healthcare received an Environmental Stewardship Award from the Metro Waste Authority (MWA). 
  • For the second consecutive year, ARAMARK energy management expertise helped win the EPA Energy Star Partner of the Year awards for ARAMARK Education client Council Rock School District in Pennsylvania. In 2008, the District reduced energy usage by more than 40 percent and carbon dioxide emissions by over 22 million pounds.
  • ARAMARK Uniform Services (AUS), for the second year in a row, has been honored with the 2009 Hormel Foods," Spirit of Excellence Award". AUS received the award based for value-added benefits, including customer support, awareness of environmental concerns and sales representative performance, in addition to suppliers' ability to meet requirements, make timely deliveries, provide accurate administrative support and maintain inventories.
  • The National Conference Center, managed by ARAMARK, was one of 28 lodging properties in the United States to receive a prestigious Green Seal Certification. The National Conference Center in Lansdowne, Virginia, won for environmentally sensitive practices, including waste minimization and recycling, bulk and environmentally preferable product purchasing…………..
  • The City of Chicago and the United States Environmental Protection Agency recognized Navy Pier and McCormack Place for their efforts in recycling.
  • ARAMARK Healthcare's Environmental Stewardship Initiative took top honors at the Recycling Council of Ontario's Waste Minimization Awards...
  • Citizens Bank Park, an ARAMARK concessions venue and home of Major League Baseball's Philadelphia Phillies, has been named the most vegetarian-friendly sports venue in North America for the second consecutive year………..
  • Los Alamos National Laboratory honored ARAMARK with its Pollution Prevention Award for commitment to sustainable practices at the Laboratory's onsite food service venues.
  • Hormel Foods honored ARAMARK Uniform Services (AUS) with its 2008 "Spirit of Excellence Award," recognizing excellent customer service and high quality products.
Employee Awards 2009
  • ARAMARK General Managers Jim Tripp, Anaheim Convention Center, and Dawn Wheeler, Washington State Convention and Trade Center (WSCTC), have been named Top Eco-Leaders as part of Tradeshow Week magazine's first-ever Green Innovation Awards.
  • Holly Montalbano, ARAMARK Vice President of External Affairs, was honored by Girls Incorporated of Greater Houston with the 2009 Strong, Smart and Bold Leadership Award.
  • Ed Cuza, ARAMARK Senior Foodservice Director at Mars Snackfoods US, was honored as Employer of the Year by Abilities NW Jersey, Inc.  The organization recognizes employers, employees, business leaders and community partners for their involvement and commitment in providing employment opportunities to individuals with disabilities.
  • Bonnie Bayliss, Operations Manager of the Richmond Regional Staffing was honored by the Virginia Department of Rehabilitative Services' Center (DRS) for Career and Business Development for the Regional Staffing Center's ability to hire, source and retain over 50 of the DRS's clients.
  • Liza Cartmell, President, Sports and Entertainment Group, was named to a list of "Women Worth Watching" in the September/October issue of Profiles in Diversity Journal. Women in this prestigious group were nominated by colleagues, peers and mentors for their business achievements and personal contributions.
  • Named one of the "40 Best Companies for Diversity" by Black Enterprise magazine for fourth consecutive year.
Community Awards 2009
  • ARAMARK was named a finalist for the U.S. Chamber of Commerce Corporate Citizenship Award in the U.S. Customer Service Category.  ARAMARK is being recognized for its company-wide signature community involvement initiative, ARAMARK Building Community…
  • Twenty-four ARAMARK employees were recently awarded Jefferson Awards, national honors given by the American Institute for Public Service, to American citizens devoted to community and public service.
  • ARAMARK Canada Healthcare received a Gold Award for its Environmental Stewardship Initiative, an educational outreach and promotional program, at the Recycling Council of Ontario's 2008 Ontario Waste Minimization Awards.
  • Keep Houston Beautiful recognized ARAMARK with a Mayor's Proud Partner Award for refurbishing the Harbach-Ripley Community Center. ………..
  •  ARAMARK was awarded a 2008 Mayor's Business Recognition Award for its civic leadership and outstanding community. This award is presented annually to those companies that have demonstrated outstanding community service and………………. city of Baltimore.
  • ARAMARK's culinary team at the Palm Beach County Convention Center won two top prizes at the United Cerebral Palsy's 20th Annual Great Chef's Tasting Party, which benefits children and adults with developmental disabilities.
  • Kevin Kearney, Sports & Entertainment District Manager, with ARAMARK received "The Morrie Sayre Founder's Award for Outstanding Volunteerism to Shoes and Clothes for Kids." The award is presented to an individual and/or organization that has given selflessly…in Cleveland.
  • Twenty ARAMARK employees received prestigious Jefferson Awards, national honors given by the American Institute for Public Service to American citizens devoted to community and public service……….
  • ARAMARK is ranked number 23 on Forbes' list of "America's Largest Private Companies." ARAMARK is listed first in the report under "Private Companies With The Most Employees."
  • ARAMARK Ireland's team at Mayo General Hospital was awarded the Irish Hospitality Institute Diversity Award for 2009. The team was recognized for promoting Equality in the Contract Catering Industry & for their work towards Integration & Diversity in the workplace.
  • ARAMARK ranked No. 2 in Food Management magazine's Top 50 Management Companies ranking in 2008. The list recognizes the largest onsite foodservice contract management companies in the United States.
  • The ARAMARK Ireland Healthcare team at Mount Carmel Hospital won the Hotel & Catering Review Gold Medal Award for Institutional Catering. ARAMARK's healthy food, special dietary options, innovative menus and partnership with Irish suppliers were cited as reasons for the win.
  • For its commitment to employee safety, ARAMARK received the Theodore Roosevelt Workers' Compensation and Disability Management Award. The award, given to only one company, one nonprofit, and one federal agency annually, honors efforts to reduce the frequency and severity of injuries to workers.
  • ARAMARK ranked No. 29 in New Jersey Business magazine's 37th Annual Top 100 Employers list.
  • ARAMARK ranked No. 31 in the Chronicle 100, the Houston Chronicle's annual list of the top 100 employers in the Greater Houston area.
  • In the Philadelphia Inquirer and Philadelphia Daily News annual list of the "Top 100 Businesses" in the region, ARAMARK ranked No. 15 for Public, Private and Nonprofit Employers.
  • ARAMARK ranked #6 for U.S. foodservice sales and #3 for U.S. foodservice revenue in Nation's Restaurant News lists of the "Top 100 Restaurant Chains and Companies."
  • ARAMARK received a Best Employers for Healthy Lifestyles award from the National Business Group on Health for its innovative programs promoting a healthy workplace, and for helping its employees and their families make better choices about their own health and well-being.
  • ARAMARK was named to The Global Outsourcing 100 list for the fourth consecutive year. Compiled by the International Association of Outsourcing Professionals, the list appeared in FORTUNE magazine.
  • ARAMARK Business Dining was honored with a Gold Supplier Award for meeting exemplary performance standards by Northrop Grumman, a global defense and technology company. ……
  • ARAMARK was ranked one of the Top Green-IT Companies by InfoWorld, a leading information technology publication. The InfoWorld Green 15 Awards recognize the 15 most innovative IT initiatives that enhance sustainability.
  • ARAMARK ranked number 198 on the 2009 FORTUNE 500 survey. ARAMARK also ranked as the 21st largest employer and was listed as number 1 in terms of revenue in the Diversified Outsourcing industry.
  • In FORTUNE magazine's 2009 list of "World's Most Admired Companies," ARAMARK was ranked number one in its industry, consistently ranking since 1998 as one of the top three most admired companies in its industry as evaluated by peers and analysts. ARAMARK rated No. 1 in all nine key criteria by which companies were evaluated.
  • ARAMARK Uniform Services garnered the Silver Award for the 2009 Food Processing Magazine's Readers' Choice Awards -- the fifth-straight year AUS has been named a top supplier in the industry.
  • SeamlessWeb is ranked among the top 50 Best Places to Work in New York City, and at number 6 in the list of top small firms. The inaugural list, compiled by Crain's New York Business, recognizes companies for building a community of respect and engagement for their employees.
  • ARAMARK UK Offshore was awarded a Sword of Honour by the British Safety Council (BSC), one of the world's leading independent authorities on health, safety and environmental sustainability, for the group's continued commitment to safety. ARAMARK UK was one of only 40 companies worldwide to receive the award.
  • ARAMARK is ranked number 22 among "The 35 Largest Private U.S. Companies" by FORTUNE magazine.
  • ARAMARK is ranked number 20 on Forbes' list of "America's Largest Private Companies." ARAMARK is also listed in the report under "Private Companies With The Most Employees."
  • ARAMARK Mexico was awarded the "H Certification Company of the Year" by the Secretary of Tourism, for high operational standards. ARAMARK Mexico has the most H Certifications in Mexico.
  • Andrew Kerin, President, ARAMARK North America Food, Hospitality and Facility Services, was named Hospitality Executive of the Year by the Penn State Hotel and Restaurant Society. This award honors individuals who exemplify successful leadership characteristics, strive to instill those traits in students and convey them to alumni and colleagues.
Company size or age does not need to be a factor in making an impact in diversity and success.

The Original[5]

Bill Kimpton was an investment banker-turned-hotelier who became a pioneer in the hospitality industry. He conceived and developed the first "boutique" hotel in the United States, a distinct alternative to the cookie-cutter hotels of the early 80s. 

Staying True
The Kimpton web sites states a belief "in a culture that includes people, one that celebrates the individuality of our guests and employees alike. We're equally devoted to the greater good and have led the hospitality industry with our innovative EarthCare program. Perhaps it's this unique mix of individual expression and social responsibility that inspires a strong emotional connection with our guests. According to Market Metrix Hospitality Index™, Kimpton has the highest customer satisfaction scores (93%+) and emotional attachment scores (89%) of any hotel company operating in the United States….. "

Evolving and Growing. Kimpton takes pride in its commitment to social responsibility and leads the hospitality industry in ecological practices through its innovative EarthCare programs. 

A Truly Diverse, Incredibly Inclusive Culture. Kimpton Hotels & Restaurants strive to create a work force as diverse, inclusive and multifaceted as its customer base. It is our desire to respect culture and ethnic diversity by hiring and nurturing individuals with an array of talent, experience, perspective, and backgrounds that will recognize the needs of, and provide exceptional service to our guests.

Here's how diversity and inclusion looks at Kimpton:

Our Culture Encourages Innovation. Just as our architecture and interior designs stand out in a crowded marketplace, our employees are becoming legendary in their individualized approaches to care. This arises from a culture of inclusion that recognizes and welcomes individuality and encourages each employee to be the most authentic person he or she can be. The management at Kimpton works hard to create an environment where employees can feel free to be themselves on the job. 
  • Reflecting the Diversity of Our Guests. At Kimpton we are committed to being as inclusive and representative as possible. It is important to our culture and our business to make sure our workforce looks, sounds and acts like our diverse guests. We only ask that the employees we hire will share Kimpton's values: focus, passion, personality, individuality, integrity, creativity, and continuous improvement.
  • Recognized Leadership. Kimpton's commitment to celebrating diversity was recognized recently for the fourth year in a row by the Human Rights Campaign, which gave the company a perfect score of 100% on the HRC Corporate Equality Index, distinguishing Kimpton, once more, as the only hospitality company to receive this honor.
Kimpton has always embraced diversity. In our culture, diversity goes beyond the traditional definition. Our approach requires a complete understanding of different interests, perspectives and backgrounds. That means creating an environment that reflects all the experiences of the employees and the guests. It means developing an open mind. To achieve these goals, Kimpton has established a number of policies and programs to increase awareness, understanding, acceptance, and respect for differences which ultimately promotes more trusting and productive working relationships

Diversity & Inclusion Interactive Training for All Staff Levels. Kimpton's diversity work includes interactive training that offers employees innovative perspectives on diversity and inclusion. It gives them a unifying look at Kimpton's values with the opportunity to integrate their own. Each hotel and restaurant has a unique personality, as does each employee. The training recognizes that diversity is the fuel that drives creativity and innovation. The training also incorporates effective leadership skills, with an emphasis on honoring diverse cultures, personalities and points-of-view.


When it comes to social responsibility, Kimpton Hotels is all business. Kimpton's commitment to social responsibility is evident at every level from the local and national level to the global community. This commitment to care permeates every aspect of Kimpton Hotels, beginning internally with its employees at all Kimpton Hotels, making a positive social and environmental difference in the community...


We recognize that it is our social duty to reduce our ecological footprint as we go about our business. Kimpton EarthCare is the official program that supports this philosophy and includes a powerful combination of environmental standards, an internal Eco-Champions organization, and partnerships (such as Trust for Public Land). We invite you to read more about our industry leading environmental program, Kimpton EarthCare.


The Nature Conservancy has been deeply involved in preserving the earth's natural places since 1951. Their mission: preserving the plants, animals and natural communities that represent the diversity of life on Earth by protecting the lands and waters they need to survive. This hard-working organization has recently launched a bold plan to help restore the Atlantic forest. Kimpton is partnering with The Nature Conservancy to turn the tide on centuries of deforestation.


The Trust for Public Land is a nonprofit organization that conserves land for people to enjoy as parks, gardens and other natural places. Since its founding in 1972, TPL has helped protect more than 2 million acres in 46 states. TPL depends on the support of individuals, foundations and corporations. Visit TPL on the Web at www.tpl.org. TPL offers each Kimpton Hotel guest a free subscription to its four-color national magazine, Land&People, through www.tpl.org/kimpton


Behind every great woman, there's a great suit! Kimpton Hotels invite you to celebrate Woman's History Month by supporting Dress for Success, a not-for-profit organization that provides interview suits and career development to low-income women entering the job market.


Kimpton Hotels has been a leader in the fight against HIV for decades. The Kimpton Red Ribbon Campaign assists HIV service organizations across North America at the local level, through employee volunteerism, HIV educational campaigns, corporate donations, and raising funds for the nonprofits through special events.

Kimpton's strong commitment to contribution begins and ends with its employees, all of whom play an active role in maintaining the company's mission: here are some of their stories.

Kimpton Firsts and Recent Highlights[6] on diversity, inclusion and social responsibility
  • January 2009     Kimpton Hotels & Restaurants, a collection of 44 boutique hotels and chef-driven restaurants in the US and Canada, was named to FORTUNE's annual "100 Best Companies to Work For" list for the first time. FORTUNE recognized Kimpton as a top employer for striking the right balance between streamlining operations for financial efficiency and maintaining a steadfast focus on developing and rewarding existing employees.
  • June 2008 - EarthCare program evolves to include the Kerstin Florian organic, paraben-free product line in our In Room Spa treatments.
  • January 2008  Initiates the Great Meetings, Great Causes program, offering eco- and socially-responsible meeting incentives for clients and guests. The program includes opportunities to make charitable donations and to incorporate green practices into daily life.
  • January 2008  Kimpton continues to be a pioneer in the hospitality industry for adaptive reuse of historic buildings. The acquisition of the Architects Building in Philadelphia launched Kimpton's 11th non-hotel conversion to a Kimpton property, in this case, the new Hotel Palomar Philadelphia. The 24-story Art Deco structure dates from 1929
  • December 2007    Corporate Citizen of the Year. The award was part of the HotelWorld Global Hospitality & Design Award Ceremony, which was created to "truly celebrate the design and hospitality excellence shown by industry leaders over the past year." This is an internationally recognized award with applications submitted from around the globe.
  •  December 2007    Kimpton hotels' green initiatives earn the 2007 Governor's Environmental and Economic Leadership Award from the California Environmental Protection Agency.
  • August 2007    Kimpton named one of the top 25 pivotal things that have shaped the way we travel by USA Today (August 27, 2007).
  • 2006    Kimpton introduces national EarthCare program, making ecological sustainability and social responsibility a top priority. All Kimpton Hotels to be eco-friendly by the end of the year.
  • 2006 Kimpton Hotels & Restaurants Wins Travel Industry of America (in Conjunction with National Geographic Traveler's Odyssey Awards) Geotourism Award.  
  • April 2005          New partnership with Trust For Public Land (TPL) and Parks for People - More than a Dream an initiative designed to ensure that every person - especially every child - who lives in a city or suburb has access to parks, playgrounds, gardens and other natural places.
  • January 2005     Kimpton announces LGBT employee network (K-GLEN) to advise the company on personnel and community outreach efforts.
  • November 2004       Launch of Red Ribbon Campaign for National AIDS Fund. Company-wide HIV/AIDS employee training implemented to re-enforce Kimpton's commitment to raising awareness for the cause.
  • November 2004     Partnership with Dress for Success, as part of its Women InTouch program; Kimpton Hotels supports Dress for Success on a national and local level.
  • October 2004       Kimpton is the first hotel company to receive a 100% score on the Human Rights Campaign Corporate Equality Index. 
  • October 2004       National GeoTourism Award (National Geographic and TIA): Travel Industry and Association of America and National Geographic Traveler magazine awarded Kimpton the national GeoTourism award for outstanding achievements in the travel industry for environmental stewardship.
  • July 1991        First historic building adaption by Kimpton—San Francisco Embarcadero YMCA becomes Harbor Court Hotel.
Diversity understanding began here with company founder J Willard Marriott, Sr. who always had a commitment to bringing people into the organization with the appropriate skills or potential and to encourage those people to grow with the company. 

People first—the foundation of Marriott's corporate culture and success for over 80 years! Marriott's belief is that our associates are our greatest assets. Marriott Culture is the experience we create for our customers, which is demonstrated by the behavior of our associates. It is people serving people.[7]

CEO Bill Marriott, Jr. audited the company's supplier-diversity numbers personally to keep the commitment real. The company is participating in a pilot program by the Australian Indigenous Minority Supplier Council (AIMSC) and Marriott is partnering with Message Stick, a company owned by indigenous Australians that will supply Marriott hotels with technology, communications, and media services. 

Without question, Marriott International recognizes that the "notion of diversity is continually evolving and for Marriott, it's about more than just tolerance."  In the October 2009 Lodging Magazine cover story[8], global diversity officer and senior vice president of external affairs at Marriott International,  Jimmie Walton Paschall detailed Marriott's diversity initiatives surrounding "inclusion" and placing a higher value on increasing a true comfort level among employees with different backgrounds and cultures.

Minority Ownership is also a focus and the Lodging article quoted Ray Bennett, senior vice president of lodging development at Marriott International that "by 2010, women or minorities will own more than 500 of Marriott's 3,200 hotels worldwide. Currently, 61 percent of all Marriott employees are minorities and 55 percent are women". Bennett, who oversees Marriott's diversity ownership initiative, points out that Marriott continues to increase its multi-ethnic ownership base, because it is vitally important that the owners reflect the diverse communities in which Marriott conducts business.  Marriott sponsors a Diversity Ownership Education Symposium, held four times a year, for the purpose of introducing future hotel owners to the world of lodging.

Marriott recognition and awards are significant.  Some of the 2009 awards[9] in the areas of diversity, inclusion and social responsibility include
  • December – Human Resource Executive magazine ranked Marriott the third company on their "Most Admired for HR" list. 
  • September – Marriott has been recognized by Working Mother magazine as one of the "Working Mother 100 Best Companies" for the 18th time.
  • September – Marriott International received a perfect score of 100 percent on The Human Rights Campaign Foundation's Corporate Equality Index Report, which provides an in-depth analysis and rating of large U.S. employers and their policies and practices pertinent to gay, lesbian, bisexual and transgender employees, consumers and investors.
  • September – Marriott was ranked #42 out of 100 on Newsweek's first-ever list of "The Greenest Big Companies in America."
  • September – Marriott was named one of the "Best Places to Launch a Career," by Business Week.  The company was recognized as having the best retention in the industry.
  • August – Marriott was named one of the "50 Best Companies for Latinas to Work for in the U.S." by LatinaStyle for the 12th consecutive year.  Marriott was the 3rd highest ranked company on the list.
  • June – Marriott was named one of the "40 Best Companies for Diversity" by Black Enterprise magazine for the fifth consecutive year.
  • May – Marriott was named a member company of the FTSE4Good Index.  Marriott has been a constituent of FTSE since 2002, and is being recognized as a company that is working toward environmental sustainability, developing positive relationships with stakeholders and supporting universal human rights.
  • May – Marriott received prestigious and highly competitive "2009 Tourism for Tomorrow Award for Sustainability" in the Global Tourism Business category by the World Travel and Tourism Council (WTTC).  The global award recognizes the company's achievements in demonstrating sustainable tourism practices, including the protection of natural and cultural heritage, social and economic benefits to local people and environmentally-friendly operations. 
  • April – Marriott International is ranked one of the "World's Most Ethical Companies," by Ethisphere Institute, for the third consecutive year.  Marriott is the only hospitality company headquartered in the U.S. on the list. 
  • March – Marriott International has been named by the National Association for Female Executives to its list of "2009 Top 50 Companies for Executive Women."  Marriott ranked in the top 10 and was the only lodging company named on the list.
  • March – Marriott International has been recognized by the U.S. Environmental Protection Agency (EPA) with its Sustained Excellence Award, for the third year in a row. 
  • March – Marriott International received the "2009 Workplace Excellence and Health & Wellness Trailblazer Award" from the Alliance for Workplace Excellence, based in Montgomery County. 
  • March – DiversityInc ranked Marriott International #4 on their list of "Top 50 Companies for Diversity."·         March – Hispanic magazine named Marriott International to their list of "Top Ten Companies Working for Hispanics." 
  • March – Sunday Times ranked Marriott Hotels in the UK fourth place on their '20 Best Big Companies to Work For' list. 
  • March – FORTUNE magazine named Marriott one of the 'World's Most Admired Companies  and was ranked the most admired company in the lodging industry for the 10th consecutive year.
  • January – FORTUNE magazine recognized Marriott International as one of the "100 Best Companies to Work For," for the 12th consecutive year. 
These three very different hospitality companies each have exceptional stories and successes, based on making cultural diversity, inclusion and social responsibility a very real innovation in every day activities. 

What are you doing at your hospitality business today?

Feel free to share an idea for a column at johnjhogan@yahoo.com anytime or contact me regarding consulting, customized workshops, speaking engagements ………….

And remember – we all need a regular dose of common sense.

Autographed copies of LESSONS FROM THE FIELD – a COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES are available from THE ROOMS CHRONICLE www.roomschronicle.com, www.smartbizzonline.com  and other industry sources.      

All rights reserved by John Hogan and this column may be included in an upcoming book on hotel management.   The opinions expressed in this article are those of the author and do not necessarily reflect the views of this publication

John Hogan, a career hotelier and educator, is a frequent speaker and seminar leader at many hospitality industry events.  He is a successful senior executive with a record of accomplishment leading organizations at multiple levels.  His professional experience includes over 35 years in hotel operations, food & beverage, sales & marketing, training, management development, consulting, management, including service as Senior Vice President of Operations.


[1] www.aramark.com/Documents/Diversity-Report.aspx
[2] www.aramark.com/SocialResponsibility
[3] www.aramark.com/AboutARAMARK/Awards
[4] www.businessweek.com/magazine/toc/09_37/B4146career.htm?chan=magazine+channel_top+stories
[5] www.kimptonhotels.com/HR/cul_history.aspx
[6] www.kimptonhotels.com/hr/fortune.aspx
[7] www.marriott.com/corporateinfo/culture/default.mi
[8] www.lodgingmagazine.com/ME2/dirmod.asp?sid=&nm=&type=Publishing&mod=Publications::Article&mid=8F3A7027421841978F18BE895F87F791&tier=4&id=99AEBAC6148F4F719B0254888744F5AD [9]
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