Santa Marta Marriott Resort Playa Dormida

8:30-8:45
Intro
Overview Day 1
8:45-9:00
Review:
Marriott Brand Overview
-Video
9:00-9:15
Module 2: Brand Promise
What is a brand?
Brand Manifesto
Video
9:15-9:30
Module 3: Target Guest
The inventive class
Video
Empathy
9:30-10-00
Module 4: Brand Credo and Values
Brilliant card & Brand Credo
Brand Values
The Experience Map
10:00-10:15
BREAK
10:15-10:45
Module 5: 3 Moves
Create personal connections (15/5 rule and video)
Respond to Cues
Make it Brilliant
10:45-11:15
Module 6: Guest Loyalty
Exceeding expectations
11:15-12:00
Module 7: Problem Solving
Handling Guest Opportunities
LEARN Process
12:00-12:15
Module 8:
Conclusions\wrap up