Leading the Marriott Way

This case is inspired by the career experiences of Craig Smith, Group President and Managing Director, International Division, Marriott International. In this role, Craig oversees the international operations of one of the world's leading and largest hospitality companies. He is responsible for Marriott's operations outside of North America. Craig started his career at Marriott and has been with the organization for over three decades. He started his career in housekeeping and then progressively assumed roles with greater responsibility including senior roles across Asia and Latin America. The case is based on a series of interviews conducted with Craig. The interviews identified a series of experiences that shaped Craig's leadership journey, including leading a team during the midst of a catastrophic crisis. The case is organized around these pivotal experiences and through these stories students gain an insightful and personal perspective on aspects of leadership, specifically authentic leadership and servant leadership. Additionally, the case can also be used to explore the importance of inculcating a strategic perspective in planning and developing one's career. Craig's richness of experience contributes to a case that is suitable and interesting for a wide range of participants, including undergraduate, MBA, and executive level students.

• Business ethics
• International business
• Covid
• Careers
• Crisis management
• Career planning
• Leadership