HBM 131 1st Edition Lecture 16Outline of Last Lecture:I. Holland America Cruise LinesII. Micro Beers and Food Pairing Outline of Current Lecture:I. Red Lion Presentation Current Lecture:I. Red Lion Presentation A. Hospitality 1. What are you trying to succeed at- what experience are you trying to gainB. Brands1. How you brand yourself to other people2. “Brand”- every brand is a promise- promises something-Nike example: comfy and look good 3. If brands break their promises they must fulfill it 4. If something in the society changes, they must go with it and make changes 5. Brands take a position in our minds. It is hard to not like something once you already doC. Brands and Promises1. People that write reviews for products or services are either very happy or very angry2. Detractor- someone disloyal to a product or company D. Employees1. Must deliver brand promise as well; face of the company to customers2. Success in training employees--ASK: Attitude, Skills, Knowledge -Attitude is the hardest thing to train; why people are hired3. Create memories to create revenue -Define what success is for your employees- attitude, skills, and knowledge-Define the standards of success -Train the standards -Inspect the standards-Response to the
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