After news broke Tuesday morning that Marriott International president and CEO Arne Sorenson had diedafter his struggle with cancer, condolences and tributes poured forth from members of the hospitality industry and beyond. Sorenson was the company's third CEO and the only one without the last name of Marriott.
His influence extended outside the hospitality sphere, and Marriott has received a long list of awards and recognition under his helm, including recent honors for being not only one of the world's best employers but also for being a top employer for women, parents, diversity, disability inclusion, LGBT equality, Millennials, new graduates and workers over the age of 50, among other groups. Sorenson in 2019 was named the CEO of the Year by Chief Executive Magazine, and was placed on Forbes' "America's Most Innovative Leaders" and Barron's "World's Best CEOs" lists.
"Arne was a visionary leader driven by passion for his people, the millions of associates around the world who worked for and with him and by a desire to spread a love for travel," wrote American Hotel & Lodging Association president and CEO Chip Rogers on LinkedIn. "He was an icon in our industry, dedicated to improving the lodging experience for the guests we serve and the people who serve them. Arne's battle against cancer embodied the qualities that made him such an exceptional human being—endless optimism, perseverance and servant leadership. His touch on the hospitality industry will be felt for generations."
"This is a huge loss. … Arne always offered a vision that extended well beyond the lodging sector he so expertly represented," said U.S. Travel Association president and CEO Roger Dow. "To me, Arne was more than a professional colleague with whom I shared a special Marriott bond, he was an ally, a trusted friend and a partner. He also lent his considerable talents to U.S. Travel, particularly as chair of our CEO roundtable, but also in countless other ways. I will miss him terribly."
"I am deeply saddened by the heartbreaking news of Arne Sorenson's passing," wrote Hilton Worldwide president and CEO Christopher Nassetta on LinkedIn. "He was an incredibly respected man, a leader in hospitality, and a devoted husband, father and friend. It's been a true honor to work alongside him on behalf of our great industry for so many years, and I will miss him and the friendship we've built."
"Arne was a great partner, always a warm and gracious friend—and I will miss him dearly," wrote Hyatt Hotels Corp. president and CEO Mark Hoplamazian on LinkedIn. "The entire Hyatt family sends their heartfelt sympathy to all of our fellow hoteliers at Marriott."
"When [Arne] spoke, people wanted to listen, and when he led, people followed," wrote IHG Hotels & Resorts CEO Keith Barr on LinkedIn. "That is the mark of a great leader and his legacy at Marriott speaks for itself, not just in how he consistently raised the bar to grow the company, but also in the way he championed progress on important social and environmental issues and represented our industry with such grace in the best of times and in the most challenging of times."
"I was extremely sad to hear of Arne's passing earlier today," wrote Accor chairman and CEO Sébastien Bazin in a statement to BTN. "He was someone who I admired and respected on so many levels; a true leader and visionary. His business acumen was second to none, but beyond that he was a remarkably empathetic man who cared deeply about our industry and the people in it."
"Arne Sorenson was an incredible man," Marriott SVP of global sales Tammy Routh wrote to BTN in an email. "I learned so much over the many years of observing his leadership brilliance, which was a combination of vision, character, inclusion and treating every single person he met with dignity. He will be greatly missed; his Marriott family is committed to carry on his tremendous legacy."
"The world lost a bright light with his passing," wrote Marriott director of group sales Ken Oehlers on LinkedIn. "He pushed our company to greater levels of being human. He pushed for more diversity in our company, advocated for working mothers and the underrepresented to have a seat at the table. He pushed the company forward on social issues affecting our time and met the weighty burden of Covid-19 with compassion and calm. It cannot be overstated what a wonderful human Mr. Sorenson was and the genuine goodness he embraced in the world. He will be missed and mourned by all."
"Arne was an incredible leader who led from his true north which put his Marriott team first," write American Airlines chief customer officer Alison Taylor on LinkedIn. Taylor was the global SVP of sales at Starwood at the time of the Marriott acquisition. "Throughout the last year in particular, he displayed a quiet strength, resolve and confidence in difficult times while also showing how much he cared for his team and customers. Every one of my interactions with Arne showcased why he was so loved and admired. A true servant leader and gentleman. My heart goes out to the entire Marriott team."
BTN named Sorenson five times in a row to its annual Most Influential list: in 2014 for the company's acquisition of Protea Hospitality Group, significantly expanding Marriott's footprint in Africa; in 2015 for stunning the world with the announcement of the $13 billion mega-acquisition of Starwood Hotels & Resorts; in 2016 for the acquisition of Delta Hotels and Marriott's success in a bidding war for Starwood, priming it to become the largest hotel company in the world; in 2017 for changing Marriott's cancellation policy from 24 hours to 48 hours, setting up a domino effect with Hilton and InterContinental Hotels Group changing their policies shortly thereafter; and in 2018 for cutting meetings commissions from 10 percent to 7 percent, again with other large hotel chains following.
In 2018, Sorenson also merged the Marriott Rewards, Starwood Preferred Guest and The Ritz-Carlton Rewards programs into a single loyalty account, bringing membership to about 120 million. The company rebranded the program and launched Marriott Bonvoy in February 2019, with Sorenson having the vision to call the program Marriott's "most important brand … because that is what binds our relationship with our customers across the entire portfolio," he said during a 2019 earnings call. Today, Bonvoy has more than 140 million members, according to the company.