“He didn’t go into the general manager’s office and close the door. He was out talking to housekeepers, to associates who delivered the service.”
-- Former Marriott executive Lee Pillsbury, describing CEO Arne Sorenson's admirable approach to visiting nearly 200 Marriott properties each year, where he mingled with frontline staff, asking about their jobs and thanking them for their work. Sorenson died earlier this month from pancreatic cancer, at the age of 62.
