Tim Hurley

1. Does the manager work cooperatively in a group and fulfill commitments to team members?^*

2. Do they build rapport by exchanging ideas, seek feedback and value the contributions others bring to the team?^*

3. Do they actively seek to work with others and not around them?^*

1. Does the manager meet expectations related to our attendance and punctuality policy? Do they arrive on time, are punched in, and ready to begin work at the start of their scheduled shift?^*

1. Do they accept change and respond to setbacks positively and with minimal disruption?^*

2. Are they responsive when facing new problems and enjoy the challenge of unfamiliar tasks?^*

3. Is the manager adaptable, accommodating and willing to alter their work schedule or take on unexpected tasks to meet changing business needs?^*

1. Does the manager personally connect to the company’s mission, vision & values and contribute to the bigger picture with optimism?^*

2. Does the manager understand when and how to recommend additional services (e.g., training, grooming, nutrition consults) based on situational awareness context?^*

1. Is the manager a self-starter and can they demonstrate initiative and problem-solving when challenges arise?^*

1. Does the manager demonstrate clear communication and compassion with clients, ensuring their questions are answered and concerns are addressed with professionalism and empathy?^*

1. Does the manager demonstrate and share knowledge about the resort’s services (daycare, boarding, grooming, pet sitting, pet taxi) and able to confidently guide clients to the best options for their pets?^*

2. Does the manager confidently and appropriately utilize suggestive selling (e.g luxury suites & add ons for services) based on client needs, while effectively coaching the team in this practice?^*

1. Does the manager accurately manage client requests, appointments, and service instructions, ensuring no details are missed and follow-ups are timely, while also effectively teaching the team to do the same?^*

2. Does the manager remain organized and focused when handling multiple responsibilities or interruptions, while maintaining a calm demeanor?^*

1. Does the manager collaborate well with other departments (e.g., pet care, grooming, veterinary team) to ensure smooth service transitions and a seamless client experience?^*

1. Does the manager positively contribute to the business’s first impression and set an example that fosters lasting client relationships, encouraging loyalty and repeat visits?^*

1. Does the manager actively transfer knowledge & skills to employees, and strive to develop individuals to their full potential?^*

2. Does the manager recognize when team members need additional training and create appropriate learning plans to support their development?^*

1. Does the manager give constructive feedback and timely disciplinary action when necessary?^*

2. Does the manager complete performance reviews and follow-ups in a timely manner?^*

1. Is the manager available/approachable to team members?^*

2. Does the manager maintain positive employee morale by fostering a positive work environment?^*

1. Does the manager improve processes/procedures that is in line with the company’s mission and improves overall flow?^*

2. Does the manager understand that growth is achieved by innovation & change?^*

1. What stands out about this employee’s work ethic, energy, or impact on the team? Where to they shine?^*

1. Are there specific skills, behaviors or habits this employee could develop further to grow in their role or have a greater impact?^*

1. Any additional thoughts, suggestions, or shout-outs you’d like to share?