Name: Leah B.
Position: Guest Experience Expert
Hotel: Boston Marriott Copley Place
Dream destination: Greece. Give me clear blue water with a sandy beach
Most used emoji at work: ☕. As in, can you get me some? 

There is a quiet bravery in asking for help, especially when you are used to proving that you can do things on your own. 

Leah has been considered legally blind since birth, so she knows what it can feel like to walk into a room and wonder whether asking for help is the right thing to do. “Especially with having a disability, it can be difficult to let yourself be vulnerable because you want to be perceived as having an ‘I can do, I got this’ attitude,” she says. “It can be hard to ask for help or assistance.” 

That understanding, along with her family’s deep roots in hospitality and her passion for helping people see the abilities of people with disabilities, led Leah to start asking bigger questions about what makes people feel truly welcomed, and what she could make that happen.

Beyond her day-to-day role, Leah is also a member of Marriott’s People with Disabilities Associate Resource Group (ARG), where associates can build connections, share experiences, and strengthen a sense of community.

You created a disability awareness training that is now part of your hotel’s onboarding experience. When did you realize this was something you wanted to do? 

I have always known as an adult I wanted to be in a role where I could teach people about the abilities of the disabled. I have a good friend who is almost completely deaf. We joke and say she is my eyes and I am her ears. When I first started working for Marriott, she shared a few hotel experiences she had as a guest with a disability, which got me thinking: Are we as a hotel as accessible as we could be? 

What made you realize there was an opportunity to do more after experiencing your own onboarding?

There was a lot of information about inclusion and accommodating disabled guests, but until you have encountered a real-life situation with a guest, you don’t know what to do. How do you engage with a guest who may be in a wheelchair, or a guest who has a service animal? I started asking my front office director and HR how we accommodate different situations. I also researched ADA (Americans with Disabilities Act) guidelines. Then, the HR team asked me how I would feel about building a training program to present to staff. I was thrilled to have the opportunity to create something impactful that means so much to me personally.

What do you think has influenced that drive?

My older brother and I have been considered legally blind since birth, and as of this moment, there are no corrective measures that can change that. I feel fortunate and grateful that my parents have always instilled in us a strong sense of independence. We were taught it is important to be curious and ask questions, and it is ok to ask for help if you need it. 

Hospitality is part of your family’s story, too. Can you tell us about your parents’ connection to Marriott?

They met working at the Marriott Marco Beach hotel in Florida and, before owning their business, they worked at many properties, including the Boston Copley forty years ago.  

How was your experience when you first started working at Marriott? 

To be completely honest, I was intimidated to disclose the fact of my disability when I applied. In the past, I had some negative experiences with employers not wanting to assist with accommodations when I disclosed during the interview process. That’s another reason why this work is important to me. 

When I was offered the job at Boston Copley, I came in with a letter for the leadership team letting them know what I would need for support. For example, I have a large print computer keyboard. I think they were surprised, but they made me feel welcome from the beginning. The leadership at my hotel has been rooting for my success. They know I care about my work, and receiving Host of the Quarter for Q1 was [a proof of that] and an exciting surprise for me. 

What has been a moment at Marriott that made you think, “This is where I belong?”

The first time I presented my training to the executive team, department heads and managers in a morning meeting. I was a bit nervous, even though I knew all the faces there and everyone was very welcoming. 

After the meeting, I got the sense that others, too, sometimes feel uncomfortable with something they may be holding onto. On that day, I felt a camaraderie, a part of a supportive team. A team on which we can all shine our light. 

What would you say to others considering a career at Marriott? 

I would absolutely encourage others to consider a career with Marriott! Change can be difficult, and starting a new job can be scary, but pushing through fear and discomfort is how you grow. 

I think it is important to know your strengths and your weaknesses. Most importantly, be yourself. We are in the business of making people feel welcomed, and you will be welcomed. 

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