Understands and exceeds guest expectations, needs and requirements
Develops and maintains guest relationships
Displays a sense of urgency with guests
Seeks ways to improve guest satisfaction; asks questions, commits to following -through
Resolves guest concerns by following Brand recommended guest recovery process
Sets and maintains high standards for self and others, acts as a role model
Consistently meets or exceeds goals
Contributes to the overall team performance; understands how his/her role relates to others
Sets, prioritizes and maintains focus on important activities
Reads and interprets reports to establish goals and deliver results
Seeks ideas and best practices from other individuals, teams, and networks and applies this
Identifies and resolves issues and problems
Uses information at hand to make decisions and solve problems; includes others when necessary
Identifies root cause of a problem and implements a solution to prevent from recurring
Recognizes conflicts as an opportunity to learn and improve
Resolves situations using facts involved, ensuring consistency with policies and procedures
Escalates issues as appropriate
Developing Direct Reports and Others
Works collaboratively with employees to create individual development plans to strengthen employee’s knowledge and skills
Regularly discusses progress towards goals, reviews performance and adjusts development plans accordingly
Provides challenging assignments for the purpose of developing others
Uses coaching and feedback opportunities to improve performance
Identifies training needs and supports resources for development opportunities
Sees where current trends will lead, and how they may influence the organization’s direction
Translates the vision for a program into clear strategies
Thinks in strategic terms and is able to make the connection across functional teams
Sets clear, meaningful, challenging and attainable group goals and expectations that are aligned with those of the organization
Drives a clear vision or sense of purpose and clearly communicates to the team
Links mission, vision, values, goals and strategies to everyday work