The one thing we have in our division is everybody tries to get better. We've got ownership throughout the division where teams are looking to improve. . . . If you're not improving in our division, chances are you're not going to win.

The one thing we tell everybody is never go to bed mad -- but we've done that a few times. It happens.

The one top problem we've got in hardware advances is getting everybody connected at high speeds...Most people even five years from now will probably still be connected through the phone line,

The online travel and lodging industry clearly needs to improve its reliability. Simply put, when your site is unavailable to consumers you lose business. Marriott sets the standard for site reliability and responsiveness in the lodging industry. It is very rare for one site to top our rankings in both these areas, so clearly Marriott is the site to model after from a technical standpoint.

The only authority we had was to interview. Everybody made recommendations from different panels, and the city manager picked who he felt were the top three.