JW Marriott is part of Marriott International’s luxury portfolio and consists of beautiful properties in gateway cities and distinctive resort locations around the world. These elegant hotels cater to today’s sophisticated, self-assured travelers, offering them the quiet luxury they seek in a warmly authentic, relaxed atmosphere lacking in pretense. JW Marriott properties artfully provide highly crafted, anticipatory experiences that are reflective of their locale so that their guests have the time to focus on what is most important to them.
JW Marriott Hotels & Resorts
Now, JW Marriott Hotels & Resorts and The Joffrey Ballet are taking guest service to a new level with the launch of “Poise and Grace,” a series of inspirational video training tutorials led by Ashley Wheater, artistic director of The Joffrey Ballet. As part of the luxury hotel brand’s commitment to service excellence, the program was developed to inspire associates to develop and bring natural confidence, poise and grace to the guest experience. The training series includes exclusive content and tailored instruction that teaches associates how to incorporate the foundations of dance into everyday guest interaction.
Featuring Wheater and JW Marriott associates, the videos focus on the importance of Warming Up, Proper Breathing, Flow of Movement and Connecting to the Audience while emphasizing the importance of both verbal and visual cues including posture, squaring one’s shoulders and two-handed delivery and engagement techniques. Videos are typically shown during Daily Rehearsal – a team stand-up meeting where associates focus on JW Marriott’s unique service culture and discuss the business of the day. Videos are inspirational and flexible, not prescriptive, and can occur one-on-one, in a group setting or even during a hotel-wide meeting. Associates can also access content via a web-based app called Orchestr8, which allows hotels to share with one another how they have orchestrated exceptional guest experiences. The new program will be deployed across all 68 JW Marriott properties in 26 countries by August 30.
JW Marriott worked with brand partner and Chicago Tribune’s Chicagoan of the Year Ashley Wheater to identify the four core behaviors that help dancers embody poise and grace. Although hotel guests do not see the videos, they do experience the end result – confident, intuitive associates who make an impact, from strong first impressions to establishing a meaningful connection guests.
The JW Marriott Chicago (151 W. Adams) served as the host hotel for the creation of the Poise and Grace videos due to its longstanding relationship with The Joffrey Ballet and its standing as #1 in guest satisfaction among JW Marriott properties in the last two of three years.