1. Speed Round
Rethinking Job Descriptions:
How to Manage Expectations Up Front

3. We ignore job descriptions because
…so we tell ourselves they’re obsolete.
…we can’t be bothered…

4. Not
interested in
the minutia?
(Good, me either.)

5. #1:
Make it Matter

6. • Leaders
• Values / Competencies
• Behaviors
• Culture
• Performance
What really drives performance?
Job descriptions

7. Hospitality
Integrity
Leadership
Teamwork
Ownership
Now
Values
(Everyone)
Competencies
(Specific positions)

8. Typical JD.

9. Hilton Worldwide values are:
Hospitality
 Greet every guest with eye contact and a smile.
 Embrace all guest requests with flexibility and humor.
Integrity
 Maintain guest privacy and confidentiality.
 Build trust by continually exhibiting honesty and respect.
 Follow through on commitments and keeps promises.
Leadership
 Proactively and appropriately takes responsibility to be informed and to inform others.
 Offer constructive, honest feedback when needed.
Teamwork
 Go “over and above” to help coworkers when needed.
 Recognize the contributions of others and affirms / celebrates their successes.
Ownership
 Hold oneself and others accountable for behaviors, actions, and results.
 Take full accountability for mistakes and works to carefully and rapidly repair and learn from them.
Now
 Respond to all guests within five minutes.
 Take action to inform guest of expected resolution if unable to fulfill a request immediately.
Everyone

10. Specific Position

11. What are the COMPETENCIES
for your position?

12. 1. Greet every guest with eye contact and a smile.
2. Consistently treat others with courtesy, respect, and kindness.
3. Embrace all guest requests with flexibility and humor.
4. Demonstrate a positive , optimistic attitude at all times.
5. Maintain client privacy and confidentiality.
6. Report hours accurately and honorably.
7. Build trust by continually exhibiting honesty and respect.
8. Follow through on commitments and keeps promises.
9. Use appropriate humor in interactions with others.
10. Serve as a “walking example” of company values.
11. Consistently seek opportunities for improvement.
12. Proactively and appropriately take responsibility to be informed and to inform others.
13. Offer constructive, honest feedback when needed.
14. Clearly communicate ideas to others.
15. Inspire others to think outside the box.
16. Go “over and above” to help coworkers when needed.
17. Seek and embrace feedback.
18. Respect and encourage differing opinions.
19. Recognize the contributions of others and affirm / celebrate their successes.
20. Hold yourself and others accountable for behaviors, actions, and results.
21. Take full accountability for mistakes and works to carefully and rapidly repair and learn from them.
22. Seek to not only fulfill guest requests, but to anticipate what they might need next.
23. Responds to all customer concerns / complaints immediately.
24. Take action to inform guest of expected resolution if unable to fulfill a request immediately.
25. Exceed expectations when responding to needs in an efficient and timely manner.
26. Offer simple solutions to improve performance.
27. Make the complex simple.
28. Focus on what really matters.
29. Tell the truth, even when it’s hard.
30. Believe that soft skills have hard, bottom-line results.
31. Take your job seriously, but not yourself.
32. Lead with energy, humility, joy and fun.
33. Tenaciously overcome obstacles.
34. Practice random acts of kindness to customers and colleagues.
35. Role model initiative, responsiveness, and skill in crucial conversations.
36. Actively maintain appropriate boundaries and professional relationships.
37. Consistently seeks opportunity for improvement.
38. Exercise personal discipline and rigor to achieve outstanding team results.
39. Demonstrate outstanding execution, delivering quality work products that are on time or ahead of schedule.
40. Take responsibility for personal well-being.
41. Hold yourself and others accountable for behavior, actions and results.
42. Practice an open door policy.
43. Take initiative to solve problems.
44. Be solution-oriented, treating problems as opportunities.
45. Improve and remove non-strategic costs.
46. Maintain tight cost controls on personal and team expenses.
47. Ensure work space (personal and common) is neat, clean and organized.
48. Work overtime when needed to support team efforts.
49. Respond constructively when others offer ideas. Even if you think the suggestions are off the mark, hear them out.
50. Represent the company in a professional manner at all times – be a champion of your workplace!
Which BEHAVIORS will
work for your business?

14. Your success will be judged NOT by what you aspire to, but
what you’re prepared to act on.