Character in Hospitality

By the end, the learner can

• Inclusive conduct: treats all guests and staff equitably regardless of age, ability, or background during recreational activities, modeling respectful behavior consistently
• Financial honesty: accurately records all department expenses and revenues without omission or manipulation, maintaining integrity in routine financial tracking
• Guest privacy protection: handles guest registration data and payment information in strict accordance with facility confidentiality policies and applicable privacy regulations

Session plan

1. 15 minReading the four levelsWhere this shows up: restaurants and food service facilities, working with supervisors, customers, kitchen staff. Conditions to expect: customer-facing, service-oriented, fast-paced. Entry roles this maps to: Amusement and Recreation Attendants, Baggage Porters and Bellhops, Baristas.
   • counts money accurately and prepares bank deposits with full accountability, documenting all transactions without discrepancy
   From Food Service Managers (11-9051.00)
2. 20 minSelf-rating with evidenceWork the task on your own first. Support is available, but ask for it out loud so the group hears what got you stuck.
   • Tools in play: Spreadsheet software, Office suite software, Electronic mail software.
3. 15 minInstructor or peer ratingScored live against the four levels. The scorer marks what they saw, not what they assume the learner could do on a better day. Emerging is the target for this point in the program: Just beginning to learn or acquire the skill.
4. 15 minReconcile and set one goalClose the loop: what changed between the first attempt and the last, and what would have to be true for character to hold up on a bad day.