Guest Focus: Displays a sense of urgency with guests. Seeks ways to improve guest satisfaction; asks questions, commits to follow-through. Resolves guest concerns by following Brand recommended guest recovery process. Ensures that guest requests-to-be contacted complaints are resolved in with 24 hours of receipt.

Passion for Results: Sets and maintains high standards for self and others, acts as a role model. Consistently meets or exceeds goals. 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 knowledge to achieve results.

Problem Solving and Decision Making: 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. Empowers others to make decisions and resolve issues
Interpersonal Relationships & Influence Develops and maintains relationships with team. Operates with integrity; demonstrates honesty, treats others with respect, keeps commitments. Encourages collaboration and teamwork. Leads others; negotiates and takes effective action.

Building Effective Teams: Identifies and communicates team goals. Monitors progress, measures results and holds others accountable. Creates strong morale and engagement within the team. Accepts responsibilities for personal and team commitments. Recognizes and rewards employee’s strengths, accomplishments and development. Listens to others, seeks mutual understanding and welcomes sharing of information, ideas and resources.

Conflict Management: Seeks to understand conflict through active listening. 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.

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

Business and Financial Acumen: Understands guest and competition; translates and applies own expertise to address business opportunities. Approaches situations with an innovative mind and looks beyond the obvious to deliver solutions and implement change. Has a working knowledge of profit and loss and other key financial measurements in order to identify business trends, make adjustments accordingly and set goals. Understands, analyzes and communicates the key performance/profit levers and manages to these measure.

Leading with Vision: 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