Demonstrates knowledge and understanding of the business operations performed by different departments and how those departments work together to achieve the goals of the organization.

1. Demonstrates an understanding of the different roles within the organization and the broader industry. Completes job functions with support from supervisor. Takes on special projects. Communicates appropriately between essential departments. Completes job functions with minimal support from supervisor. Independently performs job functions with minimal supervision. Resolves problems for the business with minimal supervision.

Demonstrates ownership of service standards by going above and beyond to ensure that internal and external guests have a personalized and positive experience.

1. Speaks without slang or abbreviated language. Maintains a friendly demeanor. Dresses professionally and take pride in appearance. Uses systems to meet guest needs with support from supervisor. Demonstrates good judgement about when to get support from colleagues. Demonstrates confidence in engaging with guests. Uses professional language. Takes ownership of guest concerns to resolve issues and knows who to seek out for support. Anticipates guests’ needs on a regular basis to provide quality service. Maintains a positive and composed demeanor in all situations. Handles criticism with grace. Resolves guests’ conflicts as the first point of contact. Uses good judgement to meet guests’ needs without going to their supervisor. Independently leverages resources to increase their knowledge of industry best practices.

Understands best practices around safety and security and demonstrates a commitment to ensuring the safety and well-being of external and internal guests.

1. Observes and follows general safety guidelines. Demonstrates understanding of what constitutes a safety threat and appropriately communicates concerns. Notices safety threats and takes appropriate action. Takes initiative to fix any hazards they encounter. Independently develops their knowledge of safety and security best practices and new technologies.

Identifies risks and opportunities for the business when making decisions.

1. Uses time wisely during their shift to meet productivity guidelines. Selects the right approach to overcome obstacles and make decisions. Exercises good judgement on when to protect the financial interest of the company and when to cater to the guest. Demonstrates knowledge of market and competition and uses that knowledge effectively when interacting with guests.

Accepts and welcomes everyone, regardless of differences.

1. Takes basic actions to communicate with everyone. Exhibits warmth and acceptance toward everyone. Uses appropriate body language as required by the position. Communicates across language barriers by reading body language and using nonverbal cues. Takes initiative to build relationships with everyone. Politely gives and accepts feedback in front of a guest. Embraces diversity to build relationships. Maintains professional relationships even in the face of conflict. Provides a high level of hospitality to all guests. Takes intentional actions to promote inclusion. Takes initiative to build their skills to connect across lines of difference.

Fulfills essential front desk, reservation, and PBX functions with attention to detail and a high level of accuracy. Provides recommendations that meet customer needs, including for recreation, transportation, and dining.

1. Uses basic hospitality verbiage in communicating with the guest, such as recognizing their loyalty status or acknowledging their return visit. Executes basic functions of the software system with supervision. Effectively utilizes the software systems without supervision. Politely responds to conflict. Demonstrates knowledge of relevant attractions and amenities to enhance the guests’ experience. Uses existing information about the guest to make relevant recommendations about attractions and amenities. Has full understanding of property management system to handle complex requests independently. Uses detailed knowledge of relevant attractions and amenities to anticipate and fulfill customer needs. Trains new employees.

Fulfills essential functions of the process of preparing, presenting, and serving food and beverages to the customer while adhering to food and beverage laws and regulations.

1. Uses full understanding of the menu to make appropriate recommendations based on allergens or specific requests. Executes opening and closing procedures correctly. Provides service level that is expected by the brand. Demonstrates knowledge of the back of the house processes. Executes appropriate functions to work with the back of house. Interacts with guests to ensure they have a memorable experience. Sets up food and beverage displays according to the company’s standards. Meets service standards, including operation of POS system. Demonstrates leadership by training others and/or independently leading the dining room or running an event. Trains new employees.

Applies detail orientation, customer service, and logistical planning to ensure proper execution of events.

1. Proficient in the food and beverage operations competency. Knows the spaces, their capacities, and basic set up. Articulates the action items from a banquet event order. Articulates necessary deadlines and benchmarks. Creates diagrams of the space and understands the proper set up of a space. Executes an event with supervision. Takes ownership of successful execution of the event by creating a timeline of necessary deadlines and benchmarks, working cohesively with the back and front of house staff, and managing vendors. Anticipates last minute changes. Effectively problem-solves last minute changes. Uses personalized touches, including follow up, to retain clients and build and maintain a network. Plans and executes multiple events simultaneously.

Understands, supports, and executes on the business plan and sales goals.

1. Correctly fills out a banquet event order. Demonstrates basic knowledge of the competitive set (STR). Assists appropriately with on site visits. Articulates basic functions of the sales system. Prepares a banquet event order and articulates the basics of a contract. Supports the sales team as they execute their job functions. Performs job functions of a sales coordinator.

Effectively executes processes and procedures for housekeeping services.

1. Executes standard operating procedure for housekeeping. Displays proper safety precautions. Assists in room inspections. Demonstrates understanding of the scheduling system. Inspects rooms and public spaces appropriately. Communicates with other departments to prioritize an resolve guests’ requests. Prioritizes work while ensuring that productivity standards are maintained. Executes inventories to appropriately order supplies and chemicals.

Executes processes and procedures for facilities maintenance.

1. Understands standard operating procedures for maintenance of the facility and grounds. Displays proper safety precautions. Articulates preventative maintenance goals. Inspects facility and grounds appropriately. Shares learnings based on inspections with supervisor. Communicates with other departments to prioritize and resolve work orders. Prioritizes work to enhance the guests’ experience. Conducts inventories to appropriately order supplies.

1. Recognize that problems can be identified, and possible solutions can be generated Define the problem using a variety of strategies Make connections between information gathered and personal experiences to apply and/or test solutions
2. Demonstrate curiosity, imagination and eagerness to learn more Build on personal experience to specify a challenging problem to investigate Engage in novel approaches, moves, directions, ideas and/or perspectives
3. Recognize and describe cause-and-effect relationships and patterns in everyday experiences Investigate to form hypotheses, make observations and draw conclusions Test hypotheses/prototype with planned process for getting feedback
4. Demonstrate a willingness to try new things Demonstrate flexibility, imagination and inventiveness in taking on tasks and activities Innovate from failure, connect learning across domains and recognize new opportunities

1. Accurately recognize one’s own emotions, thoughts and values and how they influence behavior Appropriately express one’s own emotions, thoughts and values and identify how they influence behavior Assess personal strengths and limitations, with a well-grounded sense of confidence, optimism and a ‘growth mindset’
2. Recognize personal characteristics, preferences, thoughts and strengths Pursue opportunities to engage and learn interests Apply knowledge to set goals, make informed decisions and transfer to new contexts
3. Recognize emotional response to ideas that differ from one’s own Regulate reactions to differing perspectives Look for and value in different perspectives expressed by others
4. Resist distractions, maintain attention, and continue the task at hand through frustration or challenges Set goals and develop strategies to remain focused on learning goals Focus on learning goals by employing motivation and familiar strategies for engagement and evaluate progress, making necessary changes to stay the course

1. Recognize how personal actions have had a positive or negative impact on others with feedback as needed Recognize how members of a community rely on each other, considering personal contributions as applicable Follow a process identified by others to help generate ideas, negotiate roles and responsibilities, and respects consensus in decision making
2. Articulate personal strengths and challenges using different forms of communication to express oneself Consider purpose, formality of context and audience, and distinct cultural norms when planning content, mode, delivery and expression Establish goals for communication and plan out steps accordingly
3. Compare attitudes and beliefs as an individual to others Identify and explain multiple perspectives (cultural, global) when exploring events, ideas and issues Plan and evaluate complex solutions to global challenges that are appropriate to their contexts using multiple disciplinary perspectives (such as cultural, historical and scientific)
4. Takes great care with organizational data Does not disclose any kind of personal or sensitive organizational information; understands that all data is confidential Demonstrates honesty and integrity in all interactions. If an error is made, prioritizes minimal impact to the organization over their own reputation

1. Articulate task requirements and identify deadlines Develop and utilize basic task and time-management strategies effectively Demonstrate task-management attributes associated with producing high-quality products including the abilities to: 1) Work positively and ethically 2) Manage time and projects effectively 3) Multi-task 4) Clearly communicate with others
2. Appropriately express a range of emotions to communicate personal ideas/needs Ask questions to develop further personal understanding Demonstrate confidence in sharing ideas/feelings
3. Complete tasks with ongoing support Seek clarity on tasks and needs occasional support Demonstrate skill in assigned tasks and completes with little or no support

1. Begins to use math and literacy skills to inform work Uses math and literacy skills to perform job tasks with frequent checks by supervisor Independently and consistently use math and literacy skills to perform tasks (with occasional checks for quality)