LED-01
Service
High impact
Managers are visible in public areas and engage warmly when appropriate.
Graciousness, Thoughtfulness & Personalized Service
All modules
Leadership & Manager on Duty
Leadership / Front Office · Cross-Cutting
Visible leadership presence, escalation excellence, and culture enforcement.
Department assessment
10 questions · pass ≥ 90% (Five-Star bar · need 9 correct)5 standards
0 pass
0 fail
5 pending
Tip: filter to high-impact or fails first for faster coaching walks.
Leadership Presence
How managers elevate the guest experience.
5 standards shown
LED-02
Service
High impact
Escalated issues are owned by leadership with swift, generous resolution.
Graciousness, Thoughtfulness & Personalized Service
LED-03
Service
MOD contact path is clear for overnight guests and serious concerns.
Guest Comfort & Convenience
LED-04
Service
Leaders coach staff in real time without exposing internal issues to guests.
Technical Execution, Skill & Knowledge
LED-05
Service
VIP and returning guests receive discreet leadership recognition when warranted.
Sense of Luxury