Manager Coaching Guide for Department Assessments
How leaders run the 10-question, 90% pass assessments and retrain misses.
Before the test
1. Staff complete the module audit walk-through.
2. Assign one related resource (script, scenario, or checklist).
3. Brief the rating ladder: Recommended ≥72%, Four-Star ≥82%, Five-Star ≥90%; test pass = 90%.
During the test
• Quiet space; no phones; no collaboration.
• Questions and answer choices are randomized each attempt.
• Enter real staff name for the training record.
After the test
• Review every incorrect item with the explanation text.
• Map misses to on-shift behaviors (not trivia).
• Retake after coaching — best score is tracked per module.
• Celebrate department certification when all required roles pass.
Cadence
New hire: within first 14 days on property.
All staff: quarterly refresh or after any official score drop.
Leadership: monthly spot-check on high-impact modules (Arrival, HK, Dining, Culture).
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.