Santa Marta Marriott Resort Playa Dormida

13:30-13:45
Intro
Overview Day 1
13:45-14:00
Review:
Marriott Brand Overview
-Video
14:00-14:15
Module 2: Brand Promise
What is a brand?
Brand Manifesto
Video
14:15-14:30
Module 3: Target Guest
The inventive class
Video
Empathy
14:30-15:00
Module 4: Brand Credo and Values
Brilliant card & Brand Credo
Brand Values
The Experience Map
15:00-15:15
BREAK
15:15-15:45
Module 5: 3 Moves
Create personal connections (15/5 rule and video)
Respond to Cues
Make it Brilliant
15:45-16:15
Module 6: Guest Loyalty
Exceeding expectations
16:15-17:00
Module 7: Problem Solving
Handling Guest Opportunities
LEARN Process
17:00-17:15
Module 8:
Conclusions\wrap up