Learning about the Chain of Success “The Marriott Way”
The “chain of success” was the key focus of Bahrain British Business Forum (BBBF) Organisational Effectiveness Group third seminar yesterday (June 23rd) at the Capital Club in Bahrain Financial Harbour.
The session featured guest speaker Teodor Ardeleanu, Director of Rooms Operations at the Marriott Executive Apartments. Ardeleanu detailed how the Marriott Group fosters an empowering culture that allows staff to take the initiative in how to best serve customers within the acceptable framework of global operating standards. This culture, which he calls the “chain of success”, ensures consistency of experience for customers around the world.
“I recruit most of my people based on their smile and their attitude – the other skills you can train for. It is much harder to turn a pessimist into an optimist or to turn those who prefer the background into natural ‘people’s people’,” he remarked.
In his presentation, Ardeleanu outlined the process for recruitment, training and engagement throughout the group and outlined how “the chain of success” is created.
“This is our third meeting and so far we have focused on how to open up organizations and how to learn from companies that engage and empower their workforce in the way the Marriott group clearly do,” said Jill Boggiss, head of BBBF Organizational Effectiveness Group, a special interest group which aims to find solutions to common issues that organizations face.
She also revealed that she plans on using a workshop format for the upcoming session. Members will come prepared to collaborate and help a group member with a specific organizational issue.
”There is so much variety and depth of experience within the group, so it will be interesting to hear different ideas on the same topic,” Boggiss added. “I encourage anyone who faces organizational issues who needs some input or wishes to join our group to contact me via the BBBF or our group’s page on Linkedin.”