A Continuous Pursuit of the New: An Area General Manager’s Guide to Success

Name: Erica Q.
Position: Area General Manager – Atlanta Marriott Marquis
Dream destination: I want to travel to South Africa, Ghana, and Senegal. It will be my second time in Africa, and I am excited to immerse myself in the rich history, culture, and landscapes of these countries.
Drink or treat of choice: Lemonade, and my favorite adult beverage is a Cosmopolitan.

Erica Q. built her career on one of hospitality’s greatest perks — the pursuit of new experiences, roles, and cities.

She began her Marriott journey as a weekend PBX Operator at the Santa Clara Marriott, where she “fell in love with the hotel, the company, and the Marriott family.”

Excited by opportunities to learn and grow, Erica eagerly sought new roles and stretch projects within the operation, transitioning from Housekeeping to Front Office. After her first General Manager role in Silicon Valley, Erica moved to Atlanta to accept the Director of Human Resources position at the Atlanta Marriott Marquis, where she was later promoted to Hotel Manager and General Manager.

“This amazing journey reflects incredible mentors, loving colleagues, friends and sponsors and a deep commitment to continuous learning and growth.”

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Now, as Area General Manager, Erica partners with the Atlanta Airport Marriott and Atlanta Marriott Suites Midtown to provide strategic planning and business development, all while fostering a culture of excellence.

“Marriott is my family. The company has provided me with incredible opportunities for growth and development,” says Erica. “I’ve learned so much about hospitality and leadership, and I am so grateful for the support and mentorship I’ve received from the Marriott team. It’s been a rewarding experience, and I’m proud to be a part of such a dynamic and inclusive organization.”

In addition to serving guests, associates, and owners for the Atlanta Marriott Marquis, she champions the company’s Serve 360 volunteer efforts. Erica’s outstanding commitment to Marriott’s core value to “Serve Our World” earned her the 2023 Serve 360 award for U.S. Eastern Region hotels.

“I collaborate with the city and other business leaders to drive positive impact and growth in the local area to ensure Atlanta is a thriving and vibrant destination for both visitors and residents,” says Erica. “I strongly support our Serve 360 efforts by forming strong alliances with our community-based organizations to make a meaningful difference in the lives of Atlantans.”

Erica is also an active member of Marriott’s Black and Women’s Associate Resource Groups.

“I am passionate about supporting our company and representing who I am.  It is important to me that our associates have examples of leaders that look like them so they can see that there is a place for them to grow and succeed within Marriott,” says Erica.

Read more about Erica’s path to success and advice for continuous growth.

What advice do you have for those interested in working at Marriott?

Marriott is a growth company where people can thrive. To be successful at Marriott, you must be passionate about people, customer centric, and a servant leader. You should also be adaptable, willing to embrace change, and committed to continuous improvement. It’s important to have a strong work ethic, excellent communication skills, and a positive attitude. If you want to be successful with Marriott, you will build strong relationships with your team and take exceptional care of our guests.

What is your favorite part of the job?

The best part of my job is mentoring, coaching, and championing my team to take care of their families and reach their career goals. I love attending orientation and sharing my Marriott journey and inspiring new hires to achieve their goals and aspirations. I belong to this incredible family of associates and leaders in the U.S. & Canada that all have the same goal of driving exceptional guest service, taking phenomenal care of each other, generating revenue, and staying one step ahead of our competition.

What does a good day at work look like for you?

The team is collaborating, the guests are happy, everything is in working order, the associates are leaving with smiles. It’s a day where I feel like we’ve truly delivered exceptional service and made a positive impact on our guests’ experiences. Seeing everyone work together seamlessly and knowing that we’ve exceeded our guests’ expectations makes for a truly fulfilling day at work.

When you’re interviewing talent for your team, what characteristics do you look for most?

When I interview talent, I look for a great smile coupled with great customer service skills. They share stories of delighting guests.

I also look for collaboration and teamwork to drive camaraderie and someone who will partner to find solutions for our problems. I am passionate about hiring empathetic leaders who walk in the shoes of their associates and can understand their needs and challenges.

Strong communication skills are also crucial, as well as the ability to adapt and be flexible in our 1663-room, fast-paced hotel. I value individuals who are proactive, take initiative, and demonstrate a strong sense of pride. Ultimately, I aim to build a team that is not only skilled and knowledgeable, but also passionate, empathetic, and dedicated to providing exceptional service to our guests.

How would you describe Marriott’s culture?

We deeply care for our people. We are adaptive and embrace DEI and innovation. We are committed to pursuing excellence in service and dedicated to creating memorable experiences for both guests and associates.

Marriott’s culture is one of inclusivity and respect, where everyone is valued and empowered to contribute to the success of the company. The company’s commitment to diversity, equity, and inclusion is evident in its efforts to create a more welcoming and supportive environment for all individuals, regardless of background or identity. Overall, Marriott’s culture is one of continuous improvement, collaboration, and a strong sense of community, making it a great place to work and stay.

Could you tell us about your involvement in the Associate Resource Group (ARG)?

I am a member of The Black ARG and Women’s ARG. I have been actively involved in both groups, attending and contributing to discussions, and helping to organize events that promote diversity and inclusion within our market and company.

What motivated you to join these ARGs, and how have they enriched your experience within the organization?

I love networking with the members. The discussions are relevant and engaging, and I have learned so much from the diverse perspectives shared within the Black ARG’s events, as well as our “Family Reunion” in the Atlanta Market. The team left feeling valued and appreciated.

I continue to participate in the panels, coupled with discussions and our Women’s events in market. The ARGs have also given me the opportunity to contribute to meaningful initiatives that have a positive impact on our company culture. I am thrilled that we have our resource groups and I look forward to the sense of community they will continue to develop.

How do you think the ARG has contributed to fostering a more inclusive and diverse workplace?

It allows our associates to form communities where they are seen and heard and where they can share their unique experiences and perspectives. By creating a platform for open dialogue and collaboration, the ARG helps to break down barriers and increase understanding and empathy among our team members. The ARG plays a critical role in promoting a culture of inclusivity, diversity, and belonging at Marriott.

As a Marriott Bonvoy member, how have you used the Marriott Explore Rate

I have traveled to Aruba, Paris, London, Morocco, Spain, Phuket, Bangkok, and Italy, just to name a few of the fabulous places. I look forward to exploring more and creating more enriching experiences for my family.

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