Portland Marriott - Flipbook - Page 23
ANCHORED IN EXCELLENCE:
A Conversation with Martin McAllister,
General Manager of Portland Marriott
Downtown Waterfront
MARTIN, THANK YOU FOR JOINING US. CAN YOU SHARE A BIT ABOUT YOUR JOURNEY
IN THE HOSPITALITY INDUSTRY?
Martin McAllister: I’ve always had a passion for excellent customer service, and the
hospitality industry provides the peak opportunity to deliver it in many ways. Our product is the
experience you have while staying with us, and genuine service delivery can elevate any stay into
an experience you will never forget. To be a part of that experience for every guest has been a
huge motivator for me. My hospitality career has followed a somewhat traditional path through
sales, operations, and food & beverage and I’ve had the privilege to work at 9 different
properties. I’m thrilled to be back in Portland which I have always considered to be my home.
WHAT DISTINGUISHES THE PORTLAND MARRIOTT DOWNTOWN WATERFRONT FROM
OTHER HOTELS IN THE AREA?
Martin McAllister: Our prime location along the Willamette River displays stunning views and
gives our guests easy access to Portland’s vibrant downtown and all it has to offer. Beyond that,
it’s our team’s commitment to personalized service and our integration of local culture – like
sourcing from local roasters for our Press Release Coffee + Food – that truly sets us apart.
HOW DO YOU ENSURE A CONSISTENTLY HIGH LEVEL OF GUEST SATISFACTION?
Martin McAllister: Guest satisfaction starts with hiring passionate individuals and providing
them with continuous training. We emphasize open communication, encourage feedback, and
empower our staff to make decisions that enhance the overall guest experience.
THE HOSPITALITY INDUSTRY HAS FACED SIGNIFICANT CHALLENGES IN RECENT
YEARS. HOW HAS YOUR TEAM ADAPTED?
Martin McAllister: Flexibility and resilience have been key. We’ve implemented enhanced
health protocols, adapted our services to meet changing guest needs, and focused on
supporting our guest’s and team’s well-being throughout these times.
WHAT ADVICE WOULD YOU GIVE TO ASPIRING HOTEL MANAGERS?
Martin McAllister: Stay curious and never stop learning. Embrace every role as an opportunity
to grow and always prioritize empathy—both towards your guests and your team.
LASTLY, WHAT DO YOU FIND MOST REWARDING ABOUT YOUR ROLE?
Martin McAllister: Seeing guests leave with memorable experiences and knowing our team
played a part in that is incredibly ful昀椀lling for me. It’s the human connections that make this
industry so special.
PRESTIGE | Portland Marriott Downtown Waterfront
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