Mary Jiang, J. Willard Marriott Award of Excellence

Mary Jiang
Laundry Manager
Sanya Marriott Yalong Bay Resort & Spa
Sanya, P.R. China

Mary Jiang is laundry manager at the Sanya Marriott Yalong Bay Resort & Spa in Hainan, China, leading a team of 32 associates. Though her responsibilities rarely include guest interactions, she understands that ensuring linens and uniforms are crisp and clean and always ready is what makes her a brilliant host—the foundation of the Marriott Hotels’ brand.

She sets a tremendous example for her team by taking whatever steps are necessary to provide thoughtful service. When a guest damaged a shirt with sentimental value, she stepped in to repair the shirt herself, working into the late hours of the night. The guest greatly appreciated the extra care she took to help restore the valued shirt.

Fifteen years ago, Mary joined the hotel as a laundry attendant. She was then promoted to tailor, followed by uniform supervisor, where she was able to assume new responsibilities leading a small team. She credits her hotel’s leaders with recognizing her potential and investing in her development to take on additional leadership roles.

When Mary assumed her current management role, the laundry team faced unique challenges. Due to limited economic resources, 90% of the team did not have more than a middle school education. They also suffered from chronic health issues, leading to frequent sick days. Mary addressed these issues by having her team attend English classes twice a week and organizing running and stretching exercises each day. After one year, sick leave decreased by 55%, laundry associates improved their English to communicate better with guests, and engagement scores rose to 100%.

Mary believes her laundry associates are the hotel’s key resource. She fully embraces the “put people first” company core value in the way she cares for her team. She insists the extraordinary work she does is all part of the job, saying, “There’s no perfect individual but perfect teams. I’m here to care for my team as my family.”

Mary Jiang, Laundry Manager, Sanya Marriott Yalong Bay Resort and Spa, Sanya, P.R. China
Mary Jiang

Mary Jiang

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