It was 2005. At the time, I was the investment director of the Ritz-Carlton, Istanbul Hotel. Our German General Manager, Rainer Bürkle, approached me excitedly and said, “Serhan, Bill Marriott is planning to celebrate his 50th wedding anniversary with his wife in Istanbul. He’s sent Arne Sorenson, one of Marriott International’s most influential executives, to Istanbul for a pre-inspection.” As I said this, I sensed some significant excitement in Rainer, who had been working with me since the hotel’s opening and was generally calm. I even asked him, “Rainer, are you excited about this visit?”
He smiled and said, “Arne Sorenson is a very important and competent person at International. If he likes our hotel and the atmosphere, the Marriott family will come to Istanbul. And if they come and enjoy their visit, that will be a very positive development for all of us.”
I remember proudly telling Rainer, “Then let’s work together and offer them one of the best experiences they’ll ever have,” about his country, his city, and the Ritz-Carlton, Istanbul, the property of my family’s investment, to Bill Marriott, a world-renowned hotelier and owner of one of the largest hotel companies.
And Sorenson is in Istanbul
Rainer immediately got to work and began all the planning. The day arrived, and Arne Sorenson arrived in Istanbul. When I first met him, I remember him as a calm, modest man with a good character and plenty of positive energy.
We sat for two hours, going over the plans for Bill Marriott, his wife, and their entire family. Rainer, with his German discipline, tried to master everything, delving into every detail. At the end of the meeting, I pointed to Rainer and said, “You’re in good hands.”
He nodded, put his hand on Rainer’s shoulder, smiled, and said, “I know.” After seeing this, I remember thinking to myself, “Okay, this is done. Bill Marriott and his family will definitely be staying with us.”
That thought didn’t hold true. A few weeks after Arne Sorenson left Istanbul, confirmation came. Bill Marriott, his wife, and approximately 50 family members decided to come to Istanbul to celebrate their 50th wedding anniversary. They had also added Bodrum to their itinerary.
A busload of Marriott guests
We were all overjoyed. The news spread throughout the hotel. Everyone was preparing for what we described as the ‘peak’ of the hotel a few months later.
The big day arrived. Frankly, when they told me 50 family members would be coming, I was initially a bit cynical. I remember wondering where they were going to find so many family members. Some professionals who know the family told me that they were Mormons (they define themselves as a religious and cultural group distinct from Christianity. See: https://en.wikipedia.org/wiki/Mormons ) and that Mormons have a tradition of having many children, so this number could be considered normal. Indeed, a busload of Marriott family members arrived at our hotel.
I remember Arne Sorenson being the first to arrive. Then a few family members and Bill Marriott himself stepped off the bus. Then came his wife, children, and grandchildren, a large crowd. We welcomed them with what was truly Turkish hospitality. Everyone was in high spirits. The lobby was a festive atmosphere. Music, refreshments, and all the hotel managers and professionals were present.
They stayed at our hotel for three or four days. They were all delighted.
A 56-Year-Old ‘Baby’
The day after their arrival, my father, Süzer Holding executives, my twin brother, and I hosted Bill Marriott, Arne Sorenson, two Marriott team executives, and Rainer at the Süzer Plaza corporate headquarters. The hour-long conversation was very cordial and enjoyable. I recall an anecdote. Bill Marriott asked my father, “Mustafa, how old are you?” When my father replied, “I’m 56,” in 2005, Bill Marriott, then 73, said, “Oh, you’re still a baby,” and everyone burst out laughing. It was the first time I’d ever heard someone call my father “a baby.” And only a legend of the hotel industry like Bill Marriott could say that.
Bill Marriott won my heart because of his modesty, easy communication, and pleasant personality. I also have great respect for him because he’s a hard worker, a knowledgeable person, and a successful person. At the time, I also looked up to him for this: He took over a small food and beverage company from his father and transformed it into one of the largest hotel companies in the world at the time. A major factor in Bill Marriott’s success was undoubtedly the caliber of senior executives he selected, like Arne Sorenson.
They felt at home in Istanbul
Arne Sorenson was always close by throughout their trip. This struck me deeply. He was like one of the family. It was no wonder even a strong-willed general manager like Rainer was so wary of him. I’ve never met anyone within the Marriott family who wasn’t family yet was treated like one. The year I’m talking about is 2005. That’s 16 years ago. Imagine the connection.
They left Istanbul with incredible energy and went to Bodrum. They were going to stay in Bodrum for three days, then return to Istanbul, stay for two more days, and then return home. They decided to return from Bodrum a day early. I was told they were bored there and didn’t have the same good time we did.
Indeed, on their return from Bodrum, they stayed in Istanbul for three days instead of two. Upon their return to Istanbul, the Marriott family would say, “We’re back home.” Their perception made me very happy; I kept telling myself, “Our people are doing a great job.” The second time, we treated them to the best hospitality possible, just as good as the first.
“You’re the best in the world”
The final farewell part of the visit was the turning point for us. The scene was as follows: All the hotel managers and relevant professionals were lined up outside the hotel, saying goodbye to the Marriott family. I was next in line. Bill Marriott and Arne Sorenson shook hands with each of them. Finally, Rainer and I shook hands. Then, before boarding the bus, Bill Marriott turned to the Ritz-Carlton professionals who were seeing them off and made the following gesture:
He raised his right hand into a fist and told us, “You’re the best in the world.”
I was stunned. At the time, the owner of one of the largest hotel companies, which managed over 3,000 hotels, was telling our hotel, “You’re the best in the world.” I knew we were doing well, but I didn’t expect to hear such a statement from someone like that. To confirm what had happened, I turned to our sales and marketing director on the other side of me and asked, “Did you hear what I heard?” He replied, “Yes, Mr. Serhan. It’s a great honor for us. Bill Marriott just told us you’re the best hotel in the world.”
Personally, I was overjoyed. In that final scene, Arne Sorenson, with a big smile, said, “Take care,” and boarded the bus after Bill Marriott.
We waved goodbye. Afterward, everyone was filled with relief and joy. Of course, it all felt like a dream.
Shortly after this reception, Rainer was appointed Regional Director in Berlin. Our Ritz-Carlton Hotel in Istanbul remained under his control, and both the Ritz-Carlton and Marriott Hotels in Berlin were under his control. In other words, Rainer experienced the most significant rise of his career during that period.
Our second encounter was in Las Vegas
My second encounter with Arne Sorenson was a year later in Las Vegas. My father and I went to the annual Owner’s Meeting in Las Vegas, the gathering of owners or investors of the hotels they manage. Bill Marriott seated us at his table. We were honored guests at that event. Arne Sorenson was also at the same table. Everyone, especially Bill Marriott, had great respect for Arne Sorenson. I’d like to share some images from the Las Vegas event to help you visualize it:
In the picture above, you can see Simon Cooper, the CEO of the Ritz-Carlton Hotel Company at the time, my father, and me. Simon Cooper was also a close colleague of Arne Sorenson.
I heard that he gradually increased his influence at the company in the following years. I wasn’t surprised to hear that Arne Sorenson was appointed CEO of Marriott International in 2012. I had just started working in the solar energy sector at the time. But that’s the way the tourism industry is. Once you get into your blood, you follow developments, even from afar.
Arne Sorenson’s appointment as CEO also had symbolic significance. Bill Mariott, who had inherited the reins from his father, who founded Marriott International, handed over the reins to a non-family member in 2012. This demonstrated his deep trust in Sorenson. Here are the three CEOs in Marriott International’s history: John Willard Marriott, John Willard ‘Bill’ Marriott Jr. and Arne Sorenson:
When I heard about this CEO appointment, I said to myself, “This is the right decision. I think he will continue to achieve success.”
A legend’s views on another legend
Bill Marriott confirms these statements in his interview, which you can read at https://www.hotelmanagement.net/development/bill-marriott-his-past-future-hospitality-and-wisest-choice-he-ever-made . I’m sharing the portion of the interview regarding Arne Sorenson:
Question: In 2012, you gave the CEO position to Arne Sorenson, marking the first time the company’s leadership was handed over to a non-Marriott. When your father appointed you president of Marriott in 1964, he wrote you a letter and pinned it to your desk. He expressed his pride in you and also shared 15 guiding principles. Did you send Arne a special note when you appointed him CEO, and if so, what did you write?
Bill Marriott: I didn’t pass on a note. There was no need. I’d worked with him for 20 years and knew he had the talent and what it took to be a very successful CEO, and he’d already demonstrated that. He’s one of the most incredible executives in the US, in my opinion, and I’m very fortunate to have him work with me. I learn more from him than he does from me. I offer some insightful advice from my experience when necessary, but I don’t think there’s much I can do to help him; he doesn’t really need it.
Arne Sorenson made strategic moves throughout his career that would propel Marriott International to the top. This included the acquisition of the Sheraton Group. After this $13 billion move, the Marriott Group became the world’s largest hotel chain by 2016. By that year, Marriott had become a giant company operating over 5,700 properties in 110 countries, with 30 brands, including Sheraton (see: https://hospitalityinsights.ehl.edu/biggest-hotel-chains ).
From lawyer to the top
There’s another interesting fact about Arne Sorenson. He was originally a lawyer. How could someone who had been a lawyer throughout his career become the first CEO of the hotel industry’s largest company after his family’s death, leading the company to the top?
This isn’t surprising to those familiar with the dynamics of the industry. Marriott International’s business model is built on operating, franchise, and leasing agreements. I won’t delve into the details of these agreements now; those in the industry know. I’d simply like to point out this: They’ve created a business model that allows them to manage thousands of hotels without any investment, thanks to robust contracts. In other words, the drum is on the hotel investor’s shoulders, and the hammer is in the hands of major hotel chains like Marriott, Hilton, and Accor. They also created acquisitions and many other revenue streams for themselves. Thousands of hotel investors around the world have adopted this incredible model of generating consistent income without taking any risk.
Of course, his knowledge of the law was a key factor in his success. Beyond that, his mastery of the intricacies of the hotel industry, his hard work, his foresight into the future of the industry, his dedication to being a dedicated family man, and his loyalty to the Marriott family, especially Bill Marriott, were other key factors in his success.
The growth of hotel chains into giants is due to the success of Arne Sorenson and managers like him. It’s due to their exceptional self-marketing skills and their ability to do their jobs very well. Personally, I take my hat off to this.
The Possible Impact of the Pandemic
We recently lost Arne Sorenson, at the peak of his career, to pancreatic cancer on 15 February. Personally, I was shocked when I first heard this this week. I didn’t know he had cancer. I’m sure everyone in the hospitality industry who knew, loved, and respected him must have been deeply saddened. I can’t help but think of Bill Marriott. Losing someone he treated like a son and to whom he entrusted the steering wheel of Marriott International must have had a devastating impact on him and all his colleagues. I can imagine that the illness of the top professional at Marriott International, the largest player in the tourism sector, which has been facing particularly challenging times due to the pandemic, may have been triggered or accelerated by these hardships. The burden of managing over 5,000 properties and solving their problems during this global pandemic, when hotels are throwing in the towel one by one, may have been overwhelming. Who knows?
I do know that the industry has lost a dignified, decent, diligent, and visionary leader. May he Rest In Peace.
Tag: memoir
