Have a Fundamental awareness (Basic Knowledge), a common knowledge of basic techniques and concepts, have Experience gained in the classroom and on-the-job training. Expected to need help when preforming guest services and at the front desk.
Focus: On-the-job Experience
Novice (Limited Experience), level of experience gained through on-the-job service and training scenarios. Able to discuss terminology, concepts, principles and issues related to the service. Utilizes the full range of references and resource materials in this area of guest service.
Focus: Applying and Enhancing Knowledge & Skill.
Intermediate (Practical Application), Able to successfully complete tasks with help from an expert from time to time. Can usually preform the service independently. Needs minimal guidance to preform successfully, Understands and can discuss the applications and implications of changes to processes, policies, and procedures in this area of guest service.
Focus: Enhancing Knowledge
and Guest Experience
Advanced (Applied Theory), Can preform the actions associated with the service without assistance. Recognized within the company as “a person to ask” when difficult questions arise regarding service skill. Consistently provides practical and relevant ideas and perspective on guest services and practice improvements that may easily implemented.
the Guest Experience
Advanced plus (Applied Theory and Coaching) Can Preform actions associated with guest services without assistance. Recognized as “a person to ask” when difficult questions arise regarding service skill and policies. Capable of coaching others in application of guest service by translating complex meanings into easy to
Focus: Guest experience and Organizational/Professional Issues.
Expert (Recognized Authority), Known as an Expert in Guest service and experience. Capable of coaching others in all areas of guest handling and service. Provides guidance, troubleshoot and answer questions related to guest service. Participates in senior level discussions regarding competency. Assists in the development of Associates and resource materials for training and competency.