Courtesy of Emily N.
Name: Emily N.
Position: Senior Director, Enterprise Customer Listening
Location: Marriott HQ in Bethesda
Dream destination: I have never been to the Asia-Pacific region, and I must travel there someday
Drink or treat of choice: There is nothing better than a great cup of decaf coffee or tea. Yes, I said decaf.
When we say Emily is a professional listener we’re not exaggerating. That’s her title! As Marriott’s Senior Director of Enterprise Customer Listening, Emily’s role is to listen to customer feedback to understand how guests feel during their travel experiences and then translate that information back to the company to keep improving.
“I lead a cross-discipline executive Voice of the Customer discussion forum to understand what we are hearing from customers to inform decisions and drive actions,” Emily explains. “My team also leads the M Live social listening program to gain real-time insight and identify pain points, and we manage the POV by Marriott Bonvoy customer community to channel the voices and opinions of members.” Fascinating, right?
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After many years as a brand research expert and business consultant for some of the biggest companies in America, Emily joined Marriott in 2017 to direct the Guest Voice Hotel Customer Experience management program, and from there transferred to the Voice of the Customer (VOC) Intelligence team she leads today.
Courtesy of Emily N.
As someone who has always been passionate about trying to understand people’s behavior —she was a Psychology major at Duke University and was inspired to apply her love for psychology to the business world-—for Emily, understanding diverse perspectives has been a central theme in her personal life.
“Ever since my daughter was diagnosed with autism in 2009, I witnessed how an inclusive and supportive environment, self-advocacy, and accommodations can bring out the best in people,” she says.
That’s why when Emily heard Marriott was launching the People with Disabilities Associate Resource Group (ARG) she decided to join immediately.
“I was delighted to learn that Marriott is launching a community that will help associates learn about differences and empathize with varying needs to help people of all abilities,” says Emily, one of the group’s two Co-Chairs. “I am honored to be able to help build a community at Marriott that will empower all people to be successful in the workplace.”
Learn more about Emily’s journey and what being a Co-Chair of the People with Disabilities ARG means to her in her own words below.
How can coworkers and leaders at Marriott help foster a more inclusive environment for people with disabilities?
Embrace the opportunity to work with someone who thinks or behaves differently than you do. This is how we grow professionally and as human beings. Identify people’s strengths and unique abilities and learn from their differences to open your mind to other approaches. Be flexible and explore ways to implement Universal Design principles to ensure that jobs, activities, spaces, etc. are accessible to everyone.
What are some common misconceptions about disabilities that you’d like to address or dispel?
I think the key is to not make any assumptions. Allow people to tell you what they need to be successful and what they can do.
What advice would you give to other individuals with disabilities who are pursuing their career goals?
It is important to advocate for yourself because people don’t know what they don’t know. If you share your perspective, then it allows other people to understand and empathize, so you can solve problems collaboratively. There are almost always options or alternative approaches, and we can find them if we understand the needs we are trying to address. Don’t be afraid to ask for accommodation or modifications because everyone deserves to learn and work in a supportive environment.
How would you describe Marriott’s culture?
Marriott has an amazing legacy of a culture focused on the people and taking care of our people so in turn they will take care of the guests. This people-first mindset emulates throughout the company. There is also an external responsibility to serve our world, and our global footprint and leadership in hospitality puts us in a strong position to influence the world and that is pretty powerful!
Marriott is also very down-to-earth and personable. People really care about each other and want to establish relationships. Our leaders are friendly and approachable. During Associate Appreciation Week, there is a day when the c-suite greets everyone with a handshake in the morning. I had run into our Global Luxury President at the nail salon the weekend prior, and she smiled and asked to see my nails, and later my picture was included in her LinkedIn post.
Courtesy of Emily N.
Tell us about a time you felt like a part of a community at Marriott.
My department has incredibly well-organized and engaging town hall meetings twice a year, and I always leave them feeling energized and part of the broader Marriott Intelligence community that is working together to generate insight and drive data-driven decisions to move the business forward. As part of these events, we do a community service project, which helps me feel connected to the local community and provides memorable experiences to enhance my relationships with my colleagues. I am honored to help build a new community with the PwD ARG, which will foster an inclusive and supportive environment and empower all people to be successful in the workplace.
What’s been the proudest moment of your career?
I recently had the opportunity to present to the Chairman of the Board, CEO, and members of the Global Operating Committee. It was thrilling to hear their questions and passion about how we listen to our customers and respond to feedback. I always knew that customer feedback is part of the lifeblood of the company, and it meant the world to me to see it in action from our most senior leaders.
What advice would you give to someone interested in working for Marriott?
Marriott has so much to offer in terms of opportunities, and it is very common that people serve in a variety of roles. Marriott is a great place to find a job and then build a career.
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