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Quality of Leadership:

Guest Connection/Hospitality
 Continually exceeds guest expectations
 Develops trust and credibility with the guest
 Understands and is responsive to guests’ needs
 Finds a way to say YES to the guest
 Takes personal responsibility for satisfying the guest
 Makes extraordinary situations out of normal events
 Builds great guest relations

Job Knowledge & Skills

 Demonstrates basic skills and knowledge of the job
 Understands policies, procedures, and specifications
 Maintains and enhances skills and knowledge on a regular basis
 Plans, prioritizes, and organizes work effectively to produce measurable results
 Identifies and utilizes resources effectively and responsibly

Problem Solving, Decision Making, Judgment

 Makes decisions quickly and appropriately to ensure situation is resolved positively
 Effectively provides alternative solutions
 Listens to problems completely before reacting or jumping to conclusions
 Never says “I don’t know”

Coaching
 Consistently leads employees by example
 Effectively coaches and counsels employees in a positive manner
 Motivates employees to want to come to work every day and give 100%
 Clarifies responsibilities, authority, and expectations
 Provides timely guidance and feedback to help employees accomplish a task or solve a problem
 Works with employee behavior problems

Training & Development
 Establishes operational objectives for improving quality and maintains performance accordingly
 Invests time and resources in professional growth of self and others
 Continually looks for ways to expand job capabilities
 Provides regular coaching and feedback to employees

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