Here and Now Consulting was hired to develop a tailored Service Culture program for this Hospitality Organization. We began by interviewing over 120 individuals across the entire company, to include: President, Executives and Corporate Team Members, General Managers, Supervisors and the frontline Team Members who are serving the guests. Then using our own RSD System (Research, Storyboard, Design), we designed a two-phased program which was rolled out to all property and corporate team members across the entire organization. A roll-out of this magnitude needed a team of internal trainers, which we created and facilitated a Train-the-Trainer Certification for over 140 Trainers. These Trainers trained the program and became the brand evangelists, making sure the learnings were then sustained using a reinforcement package of exercises which we also designed and launched. Five years later, the program is going as strong as ever.