Be Inspired: Marriott Career Stories - Zoe Pepper

From a nine-stool A&W root beer stand to 8,000+ hotels, Marriott International has grown into one of the most influential companies in the hospitality industry. Like Marriott, many of us have humble beginnings.

We recently launched our new People Brand, “Be,” which highlights three themes: Begin, Belong, Become. As I reflected on my own career, I connected with some of our outstanding Eastern Region leaders to learn about their beginnings with Marriott — and how far they’ve come.

MEET: ZOE PEPPER

Resident Manager – New York Marriott Marquis

Zoe began her hospitality career as a Rooms Management Trainee at the Sheraton New York Times Square in 2008 upon graduating from Cornell University’s School of Hotel Administration. While at the hotel, she was promoted to Front Desk Manager, VIP Manager, and Assistant Director of Housekeeping.

In 2014, Zoe relocated to The Westin New York at Times Square as Director of Front Office, where she became the first leader to implement a paid upsell program. She was later promoted to Director of Restaurant and Bars. During her time with the culinary team, she repositioned the hotel’s food and beverage operation, earning her the Marriott SABRE Restaurateur Award. Later, as Director of Rooms Operations, she inspired associates as a change leader throughout the Starwood-Marriott acquisition.

Zoe returned to the Sheraton New York Times Square in 2019 as Director of Rooms Operations, during which time her team achieved record-breaking GSS scores while navigating the pandemic.

In 2022, Zoe joined the New York Marriott Marquis as Director of Rooms Operations, where she has worked to rebuild the rooms team during a time of great transition. She was recently promoted to Resident Manager, and she is excited to welcome the new opportunity.

Throughout her time with Marriott, Zoe has showcased incredible leadership. She supported and championed many initiatives and programs and has served as the co-chair of the New York/New Jersey Business Operations Council. Zoe continues to build upon her leadership via the completion of Marriott mentorship and training programs.

What inspired you to join Marriott?

“I started working in hotels (then Starwood) when I was 17 years old at The Lanesborough Hotel in London as a rotational intern. My uniform was bulky and too big, and my job of refilling salt and pepper shakers (most of the day) was not glamorous, but I fell in love with the hospitality life and culture.

“Every staff member I interacted with inspired me with their stories and motivated me to pursue a career in our exciting industry. I feel lucky to get to work every day at a place where people visit for a once-in-a-lifetime experience.” 

How has your career with Marriott inspired you and helped you fulfill your sense of purpose? 

“Each night that I walk out the employee entrance, I feel fulfilled. Sometimes my body is aching, and my head is tired from a long day, but I always have the same feeling inside. The feeling that I made a difference. I had an impact in at least one person’s life today.

“I take the role and responsibility of being a leader extremely seriously. I know that my words and actions matter and what I do can impact someone’s life, career, or at minimum their short experience with us a guest. This is meaningful to me and defines my sense of purpose.”

What has been your most rewarding memory with Marriott? 

“My most rewarding memory was at 11:41 p.m. the evening of November 26th, 2018. This was the moment my entire team had been looking forward to after months of preparation. Our legacy Starwood Westin New York Times Square officially converted over into the Marriott property management system.

“The groundwork and planning that went into this event was extensive. I practiced at two other properties, perfecting the art of the transition prior to leading the charge at my own property. Everyone on the team was inspired, knew exactly their role in the plan, played an important part in the plan, and I made sure everyone had fun along the way."

“After working long hours to get every reservation moved into the system, the night rolled without flaw, and we were in the new world. I blasted the music for our team, and we danced and laughed, reveling in our accomplishments!”

How has Marriott helped you grow your career? 

“Marriott believes in its leaders. It is not about how much experience you have in one specific discipline; it is about being a leader of others. I was able to easily transition from a heart-of-house senior leader to a front-of-house senior leader, to a food and beverage senior leader.

“It was never about the actual discipline; it was about how you lead your team. The culture comes from the top of our organization and fits into each property uniquely, with the same common goal of taking care of our people.”

What advice would you offer to anyone looking to begin their career with Marriott? 

“A career in hospitality will set you up for a life of exhilaration and fun. To succeed in our world, you need to build resilience, which allows for the emergence of happiness. The life lessons you learn being a hospitality leader make you a better partner, mother, father, friend, and co-worker.

“Working in this field teaches you to adjust successfully in the face of stress and adversity. If you want to be a part of a team building a common goal together —sometimes in crazy circumstances — hospitality is the path for you!”

To hear more career stories or join our outstanding team, visit the Life at Marriott blog on the Marriott Careers website.