Few industries were hit harder by the pandemic than hospitality, and few leaders have faced a more challenging start than Tony Capuano, who stepped into the CEO role at Marriott International in February 2021, at the height of global uncertainty and following the tragic passing of his predecessor.
In a recent interview with Mike Gill, Chairman of Evergreen Advisors, Tony shared invaluable insights about leadership, resilience, and the art of growing a business. For business owners, C-suite executives, and entrepreneurs, his journey offers powerful lessons on navigating adversity, building strong teams, and maintaining a culture of humility and excellence.
Listen to the Interview Here:
Audio PlayerThe Power of Humble Beginnings
Tony’s story starts in Baltimore and Howard County, Maryland, where he grew up in a hardworking family. His first exposure to the hospitality industry came not through luxury hotels, but through washing dishes and carving roast beef at Toby’s Dinner Theatre. Those early experiences shaped his understanding of service, teamwork, and the value of every role within an organization.
“I had to get promoted to dishwasher,” Tony joked, recalling how he worked his way up in the industry. His father instilled in him the importance of earning one’s way and taking pride in the journey. Even as CEO of the largest hotel company in the world, Tony remains deeply committed to the philosophy that no role is too small and no task is beneath anyone willing to put in the effort.
Lesson for Business Growth: Success is built from the ground up. Understanding every level of your business and respecting the contributions of every team member fosters a culture of excellence and shared purpose.
From Setbacks to Opportunities
Despite his passion for hospitality, Tony wasn’t initially offered a job at Marriott. Instead, he started his career in real estate consulting before eventually joining the company’s feasibility team. His career trajectory underscores the importance of resilience and timing in professional growth.
“The one rejection I got was from Marriott,” Tony admitted. But rather than see it as a defeat, he used it as an opportunity to gain real-world experience. Years later, he found himself leading major acquisitions, including the purchase of The Ritz-Carlton and Renaissance Hotels, which shaped Marriott’s industry dominance.
Lesson for Business Growth: Rejection is not the end—it’s often a redirection. The best leaders learn from setbacks and use them to refine their approach and develop new skills.
Leading Through Crisis
For any business leader, a drastic downturn like the hospitality industry experienced during the pandemic, could spell disaster. But Tony leaned into Marriott’s core values: putting people first and embracing change to help the company recover.
One of his biggest influences was the late Arne Sorenson, Marriott’s legendary former CEO. Tony recalled how Arne’s greatest strength was his ability to truly listen. “We live in a world full of distractions,” Tony said. “The ability to be an active, engaged listener is a rapidly evaporating skill, and it may have been Arne’s best skill.”
Tony’s response to the crisis was grounded in this same principle: listening to employees, understanding their needs, and prioritizing frontline workers. As the industry rebounded, he traveled extensively, personally visiting Marriott locations to thank associates and reinforce the company’s commitment to its people.
Lesson for Business Growth: In times of crisis, leaders must double down on listening and engagement. A company’s resilience comes not from financial reserves alone, but from the strength of its culture and its people.
Why Company Culture is Everything
With over 730,000 associates who wear the Marriott name badge around the world, Marriott’s success hinges on its people. Tony believes that while strategies and innovations are crucial, it’s the employees who create memorable guest experiences.
“What we do every day is a team sport,” he said. “I can sit here with my leadership team and formulate strategy, but none of it matters if we have not attracted, developed, and retained our front-line talent.”
Tony’s commitment to people isn’t just rhetoric. He actively engages with employees at all levels, reinforcing the dignity of work in the service industry. Marriott doesn’t just build hotels—it builds careers, providing upward mobility for thousands of people globally.
Lesson for Business Growth: Sustainable success is built on a strong company culture. Investing in employees, recognizing their contributions, and fostering a sense of purpose leads to long-term loyalty and better business outcomes.
The Secret to Leadership: Be Humble
When asked for his best advice for aspiring leaders, Tony’s answer was simple but profound: “Be humble.”
He believes humility allows leaders to continuously learn, listen, and improve. “If you are humble, embedded in that is a recognition that there’s always more to learn,” he said. “And being a continuous learner is of infinite value, both personally and professionally.”
This mindset has been reinforced throughout Tony’s career, from working on the frontlines of hospitality to negotiating billion-dollar acquisitions. Even now, as CEO, he prioritizes spending time with team members and guests to ensure he stays connected to the company’s core mission.
Lesson for Business Growth: The best leaders don’t seek to be the smartest person in the room—they seek to learn from everyone in the room. Humility fosters adaptability, trust, and long-term success.
Final Thought: Success is Never Final
Tony frequently references Marriott’s guiding philosophy, encapsulated by the book title Success is Never Final by Bill Marriott. The message is clear: Complacency is the enemy of growth. Businesses and leaders must constantly innovate, improve, and challenge themselves to stay ahead.
Reflecting on the impact of Mr. Marriott’s work, Tony shared a powerful perspective from Bill Marriott: “We are woven into the fabric of people’s lives. Think about all the amazing things that happen in our hotels—engagements, weddings, family reunions, job interviews. We get the privilege to be a part of that.”
For business leaders, the takeaway is universal: No matter what industry you’re in, your company plays a role in shaping the experiences of others. Striving for excellence, embracing humility, and investing in people will ensure your business continues to thrive.
Tony Capuano’s leadership journey is a masterclass in resilience, humility, and people-first thinking. His experience underscores that growing a business is not just about strategy and numbers—it’s about culture, adaptability, and a deep respect for the people who make success possible. Whether you’re running a small business or leading a multinational corporation, the lessons from Marriott’s President and CEO serve as a blueprint for long-term, sustainable growth.
