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The Marriott Way: Empowering Employees and Enhancing Customer Service to Drive the Bottom Line

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Published on Feb 4, 2013

Title: "The Marriott Way: Empowering Employees and Enhancing Customer Service to Drive the Bottom Line"

Presenter: Tony Hewes

Description: Marriott's "Spirit to Serve" is more than a mere feel-good corporate slogan. In fact, it's the innovative vision that imbues the entire Marriott culture and that's driven the company's global success. In this fast-moving and informative presentation, Tony Hewes—a senior human resources executive and a 34-year Marriott veteran—will give attendees an insider's perspective of how the philosophy works for Marriott, as well as tips for helping you implement its principles to benefit your organization.

Hewes will explain the relationship between Marriott culture and service excellence from an employment and engagement perspective. He will present data-driven and anecdotal evidence to show how cultivating a work environment where employees are valued can result in exceptional customer service and increased profitability. Additionally, he'll outline how Marriott identifies the most critical drivers of customer satisfaction, and then designs and implements training to reinforce the behaviors that lead to true customer satisfaction.

Bio: Tony Hewes is Market Director of Human Resources for Marriott, serving the South Orange County, California region. A 34-year veteran of Marriott with a career devoted to human relations, Hewes considers himself an HR "generalist," with responsibilities including employee relations, compensation planning, training and development, as well as federal and state compliance.

He has a passion for learning and facilitation, having helped drive such Marriott initiatives as Total Quality Management, Engaging Hearts and Minds, Living our Core Values, Navigating Through Change, and others. He is a certified to facilitate programs using the Meyers-Briggs Type Indicator (MBTI) instrument.

Hewes is a graduate of the University of California, Santa Barbara and resides in San Clemente, California. A world traveler, Hewes' vacation destination of choice is Puerto Vallarta, Mexico.

For more information on the Marriott, please visit: http://www.marriott.com/

For more information about the California Southern University School of Business, please visit: http://www.calsouthern.edu/business/

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