Heart of the House Heart of the House

Meet the people at the heart of our business

About This Site

What is ‘Heart of the House?’
What are ‘Heart of the House’ stories about?
Now that Marriott has acquired Starwood Hotels & Resorts Worldwide, will Heart of the House feature associates from its new family of brands?
Who can submit a story?
How long should my story be?
What happens after I submit my story?
What makes a great photo?
What makes a great video?
How can I recommend a Marriott International associate for ‘Checking In?’
How can I delete a story that I submitted?
Anything I should not include in my story?

What is ‘Heart of the House?’

At Marriott International, we talk about the ‘Heart of the House’ a lot. It is a way of referring to the people who serve our guests every day. They are the “heartbeat” of our business, bringing our culture of service to guests and our communities to life. We created this site to recognize them for all that they do, both at our hotels and in the communities they serve, by telling their stories.

What are ‘Heart of the House’ stories about?

‘Heart of the House’ is a home for stories about exceptional guest service and community service by people working at Marriott’s managed and franchised hotels.

Now that Marriott has acquired Starwood Hotels & Resorts Worldwide, will Heart of the House feature associates from its new family of brands?

Absolutely. We are excited to welcome our new associates and look forward to spotlighting their stories. In fact, we’ve already met Tita, Nelson and Roberto, and know there are so many other associates across the globe with incredible stories to tell.

Who can submit a story?

Anyone can submit a story, including Marriott International’s associates, the employees of our franchisees and our guests. Just complete the online submission form.

If you are a guest with a question or concern about your hotel experience, please contact Customer Care for the most timely response.

Our editorial board has the right to refuse to post or remove any story that we believe violates our Terms of Use.

How long should my story be?

Stories are 50-100 words. When writing your story, try to answer these key questions:

1. When and where did this story take place?

2. Who participated?

3. What was the purpose or goal, and was it achieved?

4. What makes this story special or unique?

What happens after I submit my story?

Our editorial board reviews all of the submissions and posts a new story daily. With so many great stories from our 4,000+ hotels around the world, we simply can’t publish them all. However, our goal is to recognize as many people serving our guests as possible, so please be sure to keep submitting your best stories for consideration.

What makes a great photo?

You don’t have to be a professional photographer to capture a great picture. All submissions should be around 1200 x 800 pixels in size. You can use a digital camera or your Smartphone. Just keep in mind that natural light typically looks better; action shots are preferred; limit group shots to 4-5 people; keep steady to avoid blurry images; and avoid special editing filters and color tints. Always try to take more photos than you need so you have a lot to choose from. Submit originals versus photos that have been edited or appear in a photo collage.

What makes a great video?

Similar to photography, you don’t need to be a pro to shoot high quality video. All submissions should be HD720p or HD1080p in size. If using your Smartphone, the first step is to turn your phone so that it is horizontal, not vertical, to capture more of the shot. Natural light tends to look better on camera, so head outside if you can. If indoors, make sure the room is brightly lit. Sound is also important. Things like wind, cars honking and police sirens can ruin a video so try to pick a quiet spot. Try to get as close to the subject of the video or the action. Videos shot from far away are not preferred. Also, we recommend keeping all video submissions to about 1-2 minutes in length.

How can I recommend a Marriott International associate for ‘Checking In?’

We have some very talented people working at our hotels, so we created a monthly Q&A series called ‘Checking In’ to get to know some of them on a personal level. We like to showcase associates who came up with a new idea that made a big difference, went above and beyond for a guest, or has a unique role at a hotel that might surprise people. If you’re interested in telling your story as part of the ‘Checking In’ series or know someone who is, email us at stories@marriott.com.

How can I delete a story I submitted?

Email our editor at stories@marriott.com and we’ll have the post taken down within 72 hours.

Is there anything I should not include in my story?

We ask that you follow our Terms of Use when submitting a story. Please note that this is a public and professional platform. We prohibit content that:
– is abusive, defamatory, threatening or obscene
– is fraudulent, deceptive or misleading
– violates the copyright, trademark, patent, trade secret, right of privacy, right of publicity or other intellectual property right of another
– contains or links to any virus, worm, Trojan horse, or other form of malware or harmful code
– contains the personal information of others, such as first and last names, addresses and telephone numbers
– violates any law or regulation
– is spam or mass advertising
– is otherwise offensive