Editor’s note: This story has been updated to include additional comments from leaders in the hotel industry.
As news spread around the hotel industry of Marriott International President and CEO Arne Sorenson’s death, executives responded with shock and sadness for a man regarded as a “giant,” “a leader in hospitality” and a “gracious friend.”
Mit Shah, CEO and founder of Noble Investment Group, said he’d never go longer than about a month and a half without reaching out to Sorenson for some kind of advice, which more often than not extended beyond business.
“We were very close, and I felt a deep gratitude due to getting to have the personal relationship,” he said.
He noted Sorenson had advised him to sell the management arm of his company to Interstate Hotels & Resorts, had helped him set up a leadership speaker series and even gave him candid advice on how to get the most out of life as an “empty nester.”
“That was Arne,” Shah said. “He could move across the quadrants in the most natural caring way. I’ve had a day full of tears, and I can’t fathom just the fact that he’s not going to be with us to provide to many that kind of comfort, vision, care and inspiration. It’s so sad on so many levels.”
Shah said he takes some solace from the fact that Sorenson was able to spend his last days at his home surrounded by loved ones, but he admits that he somewhat selfishly mourns for the industry losing a source of leadership and hope at a point when it needs it the most.
Shah said one of his enduring memories of Sorenson will be the video he released to Marriott International employees around the onset of the COVID-19 pandemic when Sorenson, at a time of immense personal struggle, expressed a clear message of empathy and care to the company’s many associates who were affected both personally and professionally.
“I don’t know if anyone saw [that video] that didn’t feel like they were truly in the midst of somebody with incredible purpose, fight and vigor,” Shah said. “It inspired an entire industry. You looked at it and thought ‘This is what great leadership means. This is the true definition of humanity.’ … This is a man fighting for his life, and he’s focused on others. There’s an incredible selflessness about that.”
While many have described Sorenson as a titan of the hotel industry, Shah noted respect spanned to other parts of the business world. Various executives from different industries professed their admiration, he said.
“They all thought Arne was just best in class,” he said.
Jon Bortz, chairman, president and CEO of Pebblebrook Hotel Trust, said he got to see the two sides of the coin with Sorenson, noting “for a titan of the industry, he was a pretty normal guy.”
“The affection that he had for his family, and his family for him, was really special and wonderful to see,” Bortz said.
Marriott is Pebblebrook's largest operator and largest brand, Bortz said. The real estate investment trust’s portfolio includes several Autograph Collection, W and Westin hotels.
Bortz said he and Sorenson had multiple opportunities to work together, both on the business side and in handling industry issues through the American Hotel & Lodging Association and the Industry Real Estate Financing Advisory Council.
Despite Sorenson’s position as a leader within the industry, he never dominated a conversation, Bortz said. Instead, he was deferential and curious to hear what others had to say.
Sorenson was, however, willing to use his leadership position to stand for what he thought was right, Bortz said, referring to letters Sorenson wrote to former President Donald Trump and President Biden advocating for the hotel industry. Doing something like that can open a person up to criticism or possibly worse, Bortz said, but that’s what leadership is about, and Sorenson did it in a professional, respectful and nonpartisan way.
Sorenson also used his leadership position to focus on equity and help the industry address such issues as gender, age, race and ethnicity.
“He was willing to put the time in to work with others to find a path forward,” he said.
Bortz said he was thankful he got to see that more personal side of Sorenson through their work together.
“He was one of the most pleasant, thoughtful, respectful people that I've ever dealt with,” he said.
Recalling when he and his wife were invited to Sorenson’s home to celebrate the Marriott CEO’s 60th birthday, Bortz said what struck him was how down to earth Sorenson was.
A joint statement from AHLA President and CEO Chip Rogers and Mark Hoplamazian, who serves both as Hyatt Hotels Corporation’s president and CEO as well as current chair of AHLA’s board, described Sorenson as “a generational leader.”
“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,” Rogers and Hoplamazian wrote. “He was an icon in our industry, dedicated to improving the lodging experience for the guests we serve and the people who serve them.”
They noted Sorenson’s accomplishments didn’t just benefit Marriott.
“Through his transformative leadership, he not only guided Marriott through many prosperous years but also helped steer our industry through some of the toughest economic times from 9/11, the Great Recession and most recently the COVID pandemic,” the statement reads. “While Arne’s business accomplishments are apparent to all, his championing of social change made our entire industry better for everyone. Many will remember Arne as the first non-Marriott to serve as CEO of the iconic hotel brand, but Arne will be remembered most for his decency, generosity and compassion.”
Tom Magnuson, CEO and founder, Magnuson Hotels, said Sorenson was someone who “cuts the path of a Superman. You think he would live forever.”
He said when COVID-19 first came to the attention of the industry, Sorenson showed his character by putting everyone above himself and did all it took to guarantee the safety of his employees.
“He was the epitome of an example, the person everyone in the industry should look to for his integrity,” Magnuson said.
He said he first met Sorenson in the fall of 2019 at The Lodging Conference in Phoenix.
“I walked into an elevator, and there was just Arne and myself, and I introduced myself, saying I had never had the chance to meet him before.
“Arne replied ‘I know who you are,’ and he knew who our company was, what we stood for. He was very complimentary, and it very much struck me just in those couple of minutes that he instantly is the type of person who you become friends with. I can see after meeting him why he had such an impact in the whole industry,” Magnuson said.
Thomas Penny, president of Donohoe Hospitality Services, said Sorenson's death was the most "consequential loss in my 30 years in the hotel business."
"We lost some valiant leaders [who worked to advance the industry] but there has not been a more consequential loss. If there was a Mount Rushmore reserved for hoteliers, he would be the first on the list for me," he said. "The reason why I feel so strongly about Arne is, we’ve all known he has been battling pancreatic cancer [and he has also] fought for the life of our business in terms of being able to survive this COVID pandemic."
Penny said he also admired Sorenson for "taking on the fight of equity, opportunity and prejudice" in the hotel industry.
"There were some posts that he made on LinkedIn [around] the importance of diversity, equality and eradicating prejudice biases," he said. "Some of the feedback that he got on those LinkedIn posts was unbelievable. He also made a post; it was an open letter that he did to President-elect Biden, in which he was giving him some advice. And the advice was all that you would hope for a leader to share — the importance of unifying the country."
While the last year has been a dark chapter broadly for the hotel industry, Penny said he admired Sorenson for what he accomplished in that period.
“When I think of all that he has done over the last 12 months, it actually feels as if a member of my immediate family had passed away," he said. "Just a major loss for our industry at a time when we’re in desperate need of leadership. I hope that someone will pick up the baton of optimism and opportunity and will challenge equality, challenge prejudice … and leave our industry better than we found it.”
Here's a collection of reactions from other industry executives on Sorenson’s passing, which will be updated as news progresses:
Monty Bennett, CEO and chairman, Ashford, Inc.: “Arne was an incredible businessman, friend and leader. Never did I think there would be someone that could come close to filling the big shoes of Bill Marriott and his father – but Arne did so amazingly well. He was tough when he needed to be but also kind. At industry gatherings we all wanted to hear what Arne had to say. He was respected by all. He will be terribly missed."
Keith Barr, CEO, IHG Hotels & Resorts: “It is with great sadness that we’ve learnt today of the passing of Marriott International President and CEO, Arne Sorenson. Arne was an incredibly inspiring person to so many people, and his love of our industry, his passion for his company and the care he showed for those around him were clear for all to see.
“When he spoke, people wanted to listen, and when he led, people followed. 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.
“As an industry colleague and a friend, I feel privileged to have known Arne and to have worked together on tackling some of our industry’s big challenges. I have such respect for all he achieved and for the way he stayed so strong during his illness, leading Marriott through the hardest time in our industry’s history, at what was clearly a very difficult time for him personally. He will be deeply missed and the thoughts of everyone at IHG Hotels & Resorts are with Arne’s wife and children, and all those at Marriott at this desperately sad time.”
Geoff Ballotti, president and CEO, Wyndham Hotels & Resorts: “Our hearts today at Wyndham are broken with the passing of our dear friend and colleague Arne, who meant so much to all of us. We will keep Arne, Ruth, Astri, Esther, Lars and Isaac in our prayers along with all of the Marriott family. God Bless one of the greatest leaders we’ve ever been gifted to have led our industry over the years on so many different levels. Arne will be missed in more ways than we will ever know.”
Mahmood Khimji, principal, Highgate: “Our sincerest thoughts are with the Sorenson family and the Marriott organization. We have had the privilege of working with Arne throughout his career at Marriott. He was a true visionary, the definition of a great leader and an extraordinary person — he will be profoundly missed.”
Sloan Dean, president and CEO, Remington Hotels: “Arne was the best of all of us. He was people first in all things. I can’t think of a greater ambassador for the industry nor a greater example of leadership than Arne. He was someone that I aspire to be as a young leader. The world lost a great man.”
Sébastien Bazin, chairman and CEO, Accor: “I was extremely sad to hear of Arne’s passing earlier today. He was someone whom 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 a rare individual who put his heart and soul into achieving his vision. I feel privileged to have shared many great moments with Arne and offer my deepest sympathies to his family and colleagues. Arne’s inspiring vision and competitive spirit were matched by the kindness of his heart. I will deeply miss his leadership, his wit and the passion he brought to our industry.”
Cecil Staton, president and CEO, AAHOA: “Arne Sorenson was a visionary hospitality executive, and we are deeply saddened by his sudden passing. As one of the first CEOs with whom I met after joining AAHOA, he was an approachable leader — always ready to listen, to learn and to share his views and advice. He had a profound impact on Marriott and the broader hospitality industry and was a champion for equality and opportunity.
“AAHOA members knew Arne as a huge supporter and advocate of the association, and he was a considerable presence at AAHOA’s conventions, conferences and young professional events. Arne embodied the spirit of hospitality, and owners valued his accessibility, engagement and passion for his work. As thousands of hoteliers and millions of workers struggled with the economic fallout of the pandemic, Arne could be counted on as a beacon of optimism despite the health challenges he faced.
“On behalf of AAHOA members, I offer our condolences to the Sorenson family, his colleagues at Marriott International and every individual who was lucky enough to be impacted by Arne and his life's work. The hospitality industry lost an invaluable leader yesterday, but we will all continue to benefit from the sizeable impact Arne made through his work, dedication and significant contribution to our industry.”
Pat Pacious, president and CEO, Choice Hotels International: "This week, we lost a great leader who had a major impact on our industry and on the lives of many who call the travel industry their home. On behalf of all of us at Choice Hotels, I’d like to express our deepest condolences to Arne Sorenson’s family, to the entire Marriott International family, and to the many people who were inspired by his personal and professional leadership. He set a tremendous example for all of us as someone who truly loved the hotel industry and lived his passion for it every day. He worked on behalf of everyone in hospitality — associates, owners, brands and guests — to advocate for what was right and was in their best interests. Arne was a truly remarkable person, colleague and friend, his voice carried great weight, and he will be deeply missed."
Mark Hoplamazian, president and CEO, Hyatt Hotels Corporation: “Sharing my deep condolences with Arne Sorenson’s family on this sad day for the hospitality industry. Arne was a great partner, always a warm and gracious friend — and I will miss him dearly. The entire Hyatt family sends their heartfelt sympathy to all of our fellow hoteliers at Marriott.”
Chris Nassetta, president and CEO, Hilton: "I am deeply saddened by the heartbreaking news of Arne Sorenson’s passing. 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. On behalf of everyone at Hilton, I want to extend my condolences to the Sorenson family, the thousands of Marriott associates around the world and the countless people whose lives he has positively impacted over the years."
Carlos Rodriguez Sr., CEO, Driftwood Capital: “Our heart goes out to Arne’s family and friends. He definitely left a big impact on Marriott and the industry in general. He guided Marriott through a great period of growth and consolidation where Marriott became the industry giant that it is today. We are very grateful that despite being ill he accepted to participate in our last annual investor conference where he shared his insights into the industry. He will be missed.”
Mit Shah, CEO, Noble Investment Group: “We have lost a giant. As a father, husband, friend, leader, and steward. But more than anything, as a human being. Arne was a brother, mentor, and incredible inspiration to me, and I will forever remain grateful to have been in his grace. God bless his adoring wife, Ruth, and his beautiful soul.”
John Murray, president and CEO, Service Properties Trust: “In this COVID period, it’s too easy to forget the other serious risks to our health and lives, but this is a stark reminder. Arne’s passing is a tragedy for his family, friends and colleagues, really to all who knew him. He was a good person, smart, hardworking and with high expectations, so he made everyone around him better. Our deepest sympathies go out to the Sorenson family and the very large Marriott family. We will all miss him in countless ways.”
Mary Beth Cutshall, executive vice president and chief development officer, HVMG: “My heart is saddened to learn of Arne Sorenson’s passing. Words fail to express my sorrow to his family and the entire Marriott family for your loss. Wishing you peace and comfort during this difficult time.”
Amanda Hite, president, STR: “Arne was truly one of the remarkable people in our industry, for reasons beyond his leadership of Marriott. Arne’s brilliance, kindness and sincerity were evident anytime you spoke with him, regardless of whether the topic was business or just a casual talk about life. I, like many others I’m sure, tried to model parts of my leadership style off the example set by Arne. This is a sad day for our industry, and I speak for everyone at STR in sending our deepest sympathy to Ruth and the Sorenson family, the Marriott team and anyone who was fortunate to have had a relationship with Arne.”
Justin Knight, president and CEO, Apple Hospitality REIT: “Arne was one of the most intelligent and insightful individuals in our industry and successfully led Marriott through the company’s most rapid expansion, meaningfully enhancing the company’s value during his time at the helm. What’s more, Arne was a truly good person who aspired to make the world a better place. He was kind and compassionate, and I had the opportunity to witness firsthand his interactions with family and friends whom he cared for very much. I consider myself fortunate to have known him for many years and to have interacted with him regularly. He will be greatly missed.”
Larry Trabulsi, president, Hospitality Asset Managers Association: “The hospitality industry lost a champion and advocate who helped to act as a unifying voice for the industry. On behalf of our board and membership, we would like to express our sincere condolences to his family and the Marriott team.”
Richard Kessler, chairman and CEO, The Kessler Collection: "After 50 years of meeting CEOs from various types of businesses, Arne Sorensen was the most multi-talented, gracious, and effective CEO that I have ever known. He was a kind gentleman, humble, spiritual and intelligent. He was also a wonderful supportive friend. He will be greatly missed by the Kessler family and team and all who knew him. We send our respect and condolences to the Sorensen family. May God’s grace give us all peace as we give thanksgiving for Arne’s life."