I guess the current volcano-ash-flying hassle around Europe has made us to think pretty negatively during the last days. Waiting is not nice, especially without any details what might happen next. Airlines are not handling their work as we expect, many are stuck here and there, cancelling meetings, wondering how in the heck we can get back home and work. That’s why it is also so nice to feel something positive.

I have been at Marriott Islamabad (yes, in Pakistan!) now for a week. Plan was to leave already but Icelandic forces are bigger than modern flying technology. Currently no real clear picture when I am able to fly back to Finland, just during or after the weekend I hope.

Years ago I read the book about Marriott, how the family built up the empire, how much they anticipated the role of good customer service, how early they saw their workers as the real brand ambassadors, vehicles delivering the core promise of service to guests. I remember thinking how wonderful the story was, but also thinking it like a sugar-flavoured story told afterwards. Honestly, I have not been staying at Marriott’s so much so I can’t even judge what they are all about.

But I can judge the Marriott in Islamabad, and actually with very fresh experience. And I know the story that I did read is true. I have to say that the level of customer service and recognition is so good that I don’t even remember when I experienced anything like this last time. Every staff member, managers, guys at the receptions, waiters, and concierge – everyone is like from that book. Smiling, greeting, helping, always. Delivering customer service that should be standard element of any more profiled hotel.

Knowing from my own experience that such an overall customer experience is not a simple task to do, I need to say I admire the managers at this place too. As I been writing about managers role in hospitality business also earlier, here I can see they need to do significant work since this seems to be such a perfect package! Congratulations, really! And thanks!

Yes, this same Marriott was more and less totally destroyed in a terror attack few years back. Also that makes me so happy; it’s like Phoenix bird rising again! One of the best services I have experienced for so long time, so positive and smiling atmosphere, rebuilt structures and facilities, welcoming guest coming back. And last weekend I found myself smiling as I observed people at the lobby; so many families, kids, adults, older, younger and foreigners. Talking, enjoying, smiling. Now I can see plenty of people attending a seminar here; talking, smiling also, looking for future. That’s what the rise and re-birth of Marriott in Islamabad is all about. Future.

Bill Marriott, if any of your staff members will see this, I hope they will tell you my words. The legacy of your family’s way to do hospitality business is here, in Islamabad, Pakistan; pretty much something else that majority of the people around the world would think, I guess. I am happy for you. And even that getting home is absolutely the first option always, the experience here makes uncertain waiting so much more relaxing.

Reportin’ live from the lobby, my corner seat here.