Without Reservations: How a Family Root Beer Stand Grew into a Global Hotel Company

by Kathi Ann Brown

In Without Reservations , global business leader and hotel industry icon J.W. “Bill” Marriott, Jr., shares both the story of and the recipe for the success of Marriott International, one of the world’s leading hotel companies. The company began with one family-run root beer stand and grew over eight decades, through his leadership, into a global corporation that is widely respected for the business it does and the way it does business. In 1964, on the eve of being named president of the company, Marriott’s father, founder and then-CEO J. Willard Marriott, Sr., tucked a letter in his 32-year-old son’s desk drawer. The letter contained insights and guideposts that proved invaluable as Bill Jr., blazed the trail not only for his company, but for the hospitality industry as well. The letter, printed in this book, provides timeless advice for any person in any business who aims to achieve success. Without Reservations is a compilation of engaging stories that takes the reader behind the scenes as events and decisions unfold.

Genres: Business, Nonfiction, Biography, Autobiography

191 pages, Paperback

First published December 1, 2012

Reviews

[Leslie · Rating 5 out of 5]

Everyone knows I am very passionate about the company I work for so I was curious to read the reviews from the non-Marriott perspective. Mr. Marriott is truly the antithesis of a CEO like Steve Jobs - they both got the job done but in very different ways.

The funny thing is when I joined the company I thought they were just brainwashing us into thinking this "culture" was reality. I am now with the company eight years and I can tell you it truly is our reality. Likened to Accenture (one of our largest partners) the culture is such that we retain the best talent because we work hard for our associates and they work hard for the travelers. We are deep-rooted in serving the communities in which we work which translates into an awesome feeling in your heart. I look forward to going to work every day - no, it's not all peachy all the time just like any company - but at the end of the day the culture is what reminds you to just do the best you can --we are not curing Cancer....we are successfully selling a commodity that people borrow for a few hours.

I loved the book, Mr. Marriott's great stories and I look forward to a future time when David Marriott becomes "Mr. Marriott."

[Kerry · Rating 4 out of 5]

I was given a free copy of this book for an honest opinion. I have to say that I found this book both interesting and inspiring. Bill Marriott's own personal story is so clearly intertwined with that of the business empire that he helped to build. I was impressed by the corporate culture and strong foundations in looking after their own. The stories of staff or should I say 'associates' looking after each other, guests, ordinary people in need, and disaster victims epitomised the overall culture of this multi-conglomerate organisation. His writing gives us all a snap shot of how from humble beginnings a global empire was built. Whilst allowing us to enjoy the successes, at no point did he gloss over the poor decisions or the effects of recession, terrorism or global meltdown. The book was written with humour and humility. What a great read. Thank you Bill.

[Min · Rating 3 out of 5]

Good life experience or self congratulatory wank? it is a very blurred line. Amazing feat nonetheless

[Jim Cerone The Perfect Host DJ MC · Rating 4 out of 5]

Really interesting to read Marriott's candid stories. There are lessons to be learned in what went well for the company and he's honest about when they lost their focus and tripped up.

[Taras · Rating 4 out of 5]

Easy read. Contains advise from the experiences of Marriott corporation and a number of cool stories and anecdotes. Can be both entertaining and educational.

[Trevin Boulton · Rating 5 out of 5]

It give hoteliers hope to know great leaders and the struggle their went through and how to move forward ...... and insight and a look in to a mind of a great leader thank you for the book

[Sotiris Dimitrakopoulos · Rating 2 out of 5]

Ήθελα πολύ να μου αρέσει το συγκεκριμένο βιβλίο. Τόσο γιατί μου αρέσουν οι ιστορίες επιτυχίας κάποιων ανθρώπων αλλά και άλλο τόσο γιατί δουλεύοντας στο χώρο των ξενοδοχείων είχε μεγάλες προσδοκίες.

Όσο και να προσπαθούσα να το παραβλέψω μετά απο κάποια στιγμή κατάντησε σχεδόν αστείο. Ναι ο Κος Marriott έχει καταφέρει κάτι τεράστιο και έχει χτίσει μια πραγματική αυτοκρατορία. Αλλά! Το βιβλίο θα ήταν πολύ πολύ καλύτερο αν γραφόταν με περισσότερο βάθος και λιγότερο εγωισμό.

Ξεκινώντας ένα βιβλίο σαν και αυτό περιμένεις οτι θα έχει ιστορίες απο την παιδική του ηλικία, ιστορίες με τον πατέρα του και μια ειλικρινή εικόνα της σχέσης τους μεταξύ τους (μιας και απο εκείνον έλαβε και συνέχισε την επιχείρηση), περισσότερα πρακτικά παραδείγματα λήψης αποφάσεων καθώς και παραπάνω σχόλια για το πώς -πρακτικά- έφτασε εκεί που είναι σήμερα η Marriott, ίσως και κάποιο σχόλιο για το τι πρέπει να έχει ένα ξενοδοχείο και πως θεωρεί οτι θα πρέπει να δουλεύει.
Αυτό που πραγματικά διαβάζεις όμως δεν είναι άλλο απο ένα βιβλίο που έγραψε ο ίδιος ο Marriott για να δώσει "συγχαρητήρια" στον εαυτό του. Να υπενθυμίσει σε όλους πόσο καλά τα κατάφερε, πόσο καλά διαχειρίστηκε τα λίγα προβλήματα της εταιρείας που αναφέρει καθώς και το πόσο καλή είναι η εταιρεία του προς το περιβάλλον και την κοινωνία. Ακόμα και τα προβλήματα που αναφέρει είναι της φύσης οτι βγήκε αυτό το πρόβλημα αλλά το έλυσα γιατί ακολούθησα αυτό που έλεγε η καρδιά μου.

Δεν ξέρω τι σκεφτόταν ο Κος Marriott όταν έγραφε το βιβλίο, αλλά δεν αφήνει κανένα αντίκτυπο σε κάποιον του επαγγέλματος για να δώσει κάποιο όραμα ή να εμπνεύσει κάποιον. Ίσως αν ο εγωισμός του , που προσωπικά διέκρινα σε έντονο βαθμό, ήταν λιγότερος θα είχαμε ένα πραγματικό διαμάντι. Όπως για παράδειγμα του Ιδρυτή της Nike που βλέπεις τον κόσμο απο τα μάτια του ιδρυτή απο τις δυσκολίες μέχρι την επίτευξη του οράματός του.

2.5 αστέρια βάζω καθώς είχε ωραίο σπάνιο φωτογραφικό υλικό μέσα αλλά και επειδή αυτό που περίμενα ήταν κάτι εντελώς διαφορετικό και με ξάφνιασε (αρνητικά).

[Aziz Hakimov · Rating 5 out of 5]

This is my first book in English which I have read in order to learn about Hotel industry. As I am not sure how should look like the book which every hotelier or hospitality man must read, but the feeling after accomplishing the book is smooth and winning.

The author does not give any practical advices, but he describes his philosophy and experience, and what I liked most he understands that times are different nowadays.

The philosophy what influenced me or I take away with me is the people first idea. That’s the winning for me.

Recommend.

[GREGORY · Rating 3 out of 5]

I know it wasn't meant to be a history of the Marriott Corporation, but wanted there to be more of Marriott thru the years.

[清 · Rating 5 out of 5]

向万豪学习，做一个好雇主

[Matt · Rating 4 out of 5]

After reading this book and learning more about Marriott's "spirit to serve," it's no surprise at all that Marriott is consistently ranked as one of the best employers in the world. And having had the privilege of meeting Bill Marriott a few years ago, I know first-hand how much of a gentleman he is - and I know it's an honor for everyone that has had the opportunity of working for him. The most wonderful thing about this book is that, even more than a collection of memories from Mr. Marriott, it is a tribute to the men and women who work at all levels of the Marriott chain, written by someone who holds them and their successes in high esteem. Highly recommended.

[Summers · Rating 4 out of 5]

Very inspiring in a business sense! I had not known Marriott was behind so many businesses. I really liked all the quotes he used. For example, in the chapter, "Why the journey is the reward," "Travel is fatal to prejudice, bigotry, and narrow-mindedness." Mark Twain. I'm packing my bags!!

Mitt Romney's review, "...reveals the enduring secrets of his incomparable leadership--a must read for anyone aspiring to build an enterprise, to lead or to succeed."

Book is very well laid out and stays interesting throughout. Once I started, didn't even take a week to read.

[anchi · Rating 3 out of 5]

⭐️ 3/5 - might need a update soon

Overall, it's a book about Bill Marriott's business philosophy mixing with a little company background and major events. The book was firstly published in 2013, and it seems outdated in 2022- when Starwood was acquired in 2016, former CEO Arne Sorenson passed away in 2021, and the hotel/ lodging industry heavily hit by Covid-19 since 2020. This book still provided some interesting details of the development of Marriott International in the past 85 years. As a hotelier, it is quite a journey reading this book to be honest.

[Lori · Rating 4 out of 5]

Full disclosure: I work for Marriott and read this book to learn more about the history of my company. I found it fascinating to learn about the evolution of the company from 1927 through 2012. Many outsiders may not enjoy it as much, but I personally learned a lot! It's well written and easy to understand. An update is definitely warranted soon to document the acquisition of Starwood.

[Dmitriy Goncharov · Rating 5 out of 5]

This book are about passion, motivation, leadership.
This book is about believe in what you do. How you
do and WHY YOU DO!
This book is about HOSPITALITY.
This book is about union between EQ&IE

[Rachel · Rating 3 out of 5]

It's probably a good book that I will get to someday. I am a big fan of Marriott and wanted to learn more about him.

[Mary R Carbonaro]

Very good reading.