Kenneth Gonzales, a Loss Prevention Officer, received his annual performance review. [1] While he continues to excel in areas like medical skills, security experience, and job skills, the review notes he can improve in consistently greeting guests and using names. [2] Kenny is praised for taking on more responsibilities as a training officer and helping design a new security system, and for furthering his education in pulmonary medicine. [3] His manager commends Kenny as a strong officer and valuable asset, relying on his medical knowledge to handle sensitive situations professionally.

1. ASSOCIATE PERFORMANCEREVIEW
Day Assessment Associate Name: Kenneth Gonzales
Annual Performance Review for 2014 Position/Department: Loss Prevention Officer
year
Review Date: 03/10/2015
Comments: “Developing “areas need tobesupported by specific comments:
Kenny continues tobeoneofourmost talented officers whenitcomestomedical aids, securityexperience, self-confidence, andoverall jobskills. Heisagreat officer intimes of
emergencies and hasdeveloped agood rapport withourlocal firedepartment ,whichmakes medical callsgomoresmoothly.
Service Standards DEVELOPING PERFORMING EXCELLING
Smiles and greets
guests and co-workers.
Inconsistently greets guests and co-
workers by not using the 10 and 5
rule.
Usually greets guests and co-workers
with a smile by using the 10 and 5
rule.
Routinely greets guests and co-
workers with asmile by using the 10
and 5 rule.
Uses the guest and co-
worker names at every
opportunity
Inconsistently uses guest names and
does not routinely recognize repeat
guests; infrequently refers to co-
workers by name.
Usually uses guest names and
routinely recognizes repeat guests:
Generally refers toco-workers by
name.
Proactively uses guest names and
recognizes repeat guests;
consistently refers toco-workers
by name.
Offers assistance and
provides options to
guests and co-
workers
Misses opportunities to assist guests
and co- workers; Has difficulty
identifying options.
Offers assistance and provides options
when it appears that aguest orco-
worker requires help.
Seeks opportunities to offer
assistance and provide options to
guests and co-workers.
Provides quick and
efficient service for
guests and co-
workers
Inconsistently provides quick and
efficient service toguests and co-
workers.
Routinely provides quick and efficient
service toguests and co-workers.
Delights guests and co- workers by
continually providing quick and
efficient service.
Thanks guests and
invites them back
Inconsistently thanks guests and does
not routinely invite them back; does not
routinely thank co-workers.
Usually thanks guests and invites them
back toreturn; ordinarily thanks co-
workers.
Routinely thanks guests and invites
them back toreturn; appropriately
thanks co- workers.
Demonstrates LEAD
(look and listen;
evaluate; act; delight)
Has difficulty identifying opportunities
todelight guests and co-workers; does
not consistently follow up toensure
guest satisfaction.
Generally seeks opportunities to
delight guests and co-workers;
provides resolutions when problems
occur; usually follows up to confirm
guest satisfaction.
Proactively seeks opportunities to
delight guests and co-workers;
Creatively identifies solutions when
problems occur; follows up to
confirm guest satisfaction.
Demonstrates positive
relationships with
internal or external
guests
Occasionally less than cooperative or
friendly; has difficulty delivering the
service essentials with both internal and
external guests; often impolite and
inflexible.
Usually cooperates in afriendly
manner even in theface of adversity;
usually delivers the service essentials
in interactions with both internal and
external guests; usually adapts tonew
situations while maintaining flexibility.
Displays positive enthusiasm even in
theface of adversity; Routinely
delivers the service essentials in
interactions with both internal and
external guests; adapts tonew
situations while maintaining
flexibility.
Demonstrates
teamwork and
cooperation with co-
workers
Does not routinely cooperate with most
co- workers and fails tomaintain
positive relationships; does not
regularly assist co-workers unless
asked.
Assists co-workers in acourteous and
cooperative manner; ordinarily assists
co-workers if needed.
Assists others in any area of thehotel
without being asked; recognizes
opportunities to teach co- workers
while performing duties.
Demonstrates positive
relationships with
supervisor(s)
Has adifficult time accepting
constructive feedback, often blames
others; does not consistently usethe
Open Door Policy.
Usually follows direction and accepts
constructive feedback; ordinarily uses
theOpen Door Policy.
Appreciates and seeks constructive
feedback; always addresses
concerns using the Open Door
Policy.
Follows Departmental
Service Standards:
Has difficulty demonstrating
departmental service standards.
Ordinarily demonstrates
departmental service standards.
Always demonstrates departmental
service standards.

2. 2
Position Standards DEVELOPING PERFORMING EXCELLING
Proficient in doing job exception: List specific duties (duties should reflect departmental goals, engagement goals; NPS; People Brand, !mpact and/or innovation standards
etc.)
1)Performs and completes
Security Patrols routinely
Has difficulty performing this job
task.
Usually demonstrates theability
toperform this job task.
Displays ahigh level of
expertise in this job task.
2)Completes professional
reports in atimely manner
Has difficulty performing this job
task.
Usually demonstrates theability
toperform this job task.
Displays ahigh level of expertise
in this job task.
3)Fully investigates incidents/
pictures andwitness
statements
Has difficulty performing this job
task.
Usually demonstrates theability
toperform this job task.
Displays ahigh level of expertise
in this job task.
4)Routinely shares shift
workloads with other officers
Has difficulty performing this job
task.
Usually demonstrates theability
toperform this job task.
Displays ahigh level of expertise
in this job task.
5)Demonstrates loyalty and
teamwork within the
department
Has difficulty performing this job
task.
Usually demonstrates theability
toperform this job task.
Displays ahigh level of expertise
in this job task.
Initiative and Follow- Through
Has difficulty proceeding alone;
does not routinely take the
necessary actions to fulfill the job
requirements; occasionally fails
tocarry out instructions.
Assumes additional tasks once
instruction isgiven; follows
through toensure that tasks are
completed.
Assumes additional tasks
without instruction; takes
ownership and follows through;
goes above and beyond the job
toimprove theperformance of
the hotel.
Work Quality
Occasionally falls short of
meeting quality standards; work
falls below the standard for the
job and is characterized by
frequent mistakes; requires
constant supervision and
corrections.
Usually maintains a high
standard at work, is thorough
and accurate on most
requirements; occasional
supervision is needed even with
non- routine situations.
Work is exceptional in
thoroughness, accuracy and
attention to detail; requires
minimal supervision with non-
routine situations.
Comments: “Developing “areas need tobesupported by specific comments:
Kenny israpidly improving in most all categoried related towork quality. Heis anatural leader which makes his good work ethics a standard for those around him.
Kenny also has high expectations for his coworkers which sometimes frustrates him, but he isdeveloping abetter approach as atraining officer and mentor.
Hotel Standards DEVELOPING PERFORMING EXCELLING
Maintains a professional
image
Does not consistently adhere
to hotel grooming standards.
Usually professionally
groomed; usually
adheres to hotel
grooming standards.
Presents a professional
image; adheres tohotel style
guide.
Demonstrates safe work
habits
Does not always work in a
safe manner; occasionally
fails to adhere to safety rules
and ignores hazards; does not
regularly use appropriate
safety equipment when
performing tasks.
Usually works in a safe
manner; generally
utilizes proper safety
equipment when
performing tasks;
reports potential safety
hazards.
Proactively approaches
safety for self and co-
workers; uses proper
safety equipment when
performing tasks; takes
the initiative for
identifying and correcting
potential safety hazards
outside their immediate
area.
Shows concern for hotel
property
Does not maintain a clean and
organized work area; does not
show sufficient concern for
hotel property.
Generally maintains a
clean and organized
work area; minimizes
damage to hotel
property; reports items
not in workingorder and
supplies that are needed.
Maintains a clean and
organized work area;
respects hotel property;
ensures that all equipment
and facilities are in
working order; requests
supplies as needed.
Observes hotel and
department rules and
procedures
Has been counseled on failure
to adhere to hotel policies,
procedures and regulations.
Usually adheres to and
supports hotel and
departmental policies,
rules and regulations.
Adheres to and supports
hotel and departmental
policies, rules and
regulations; sets the
example for others to
follow.
Exemplifies Hyatt’s values
of dignity and respect
Inconsistent in accepting
different points of view; fails to
be respectful of others’
differences.
Usually accepting of
different points of view;
usually respectful of
others’ differences.
Encourages and accepts
different points of view;
respectful of others’
differences.

3. 3
Accomplishments
Associate: What were you most pleased with that you accomplished in this last year?
I have taken more personalresponsibility of preserving the integrity and ensuring guest safety since coming to Evening Shift and ensuring
everything is locked up. I also have been commended for performing medical aids for guests and following up with them .
Manager: I was pleased that you accomplished…
Kenny has recently stepped up his energy and focus to take on additional duties and responsibilites within the Loss Prevention
Department. His work ethic and recent positve outlook has made Kenny a pleasure to work with and his knowledge and experience makes
his a valuable asset on his shift where limited management is available. Kenny is friendly, but professional and is well respected among his
peers.
Future Goals
Associate: What can you do to be even more effective in your position? What are your career goals?
Kenny has taken on the role of 'Training Officer" and using his experience to help design and implement our new SOVA Security Patrol
system.
Kenny is furthering his formal education and hopes to soon become a Dr. of Pulmonary Medicine..
Manager: Make suggestions for being more effective. Discuss needed development for next role.
If Kenny continues to progress at his current rate, he should be considered for future promotion within Loss Prevention and probably has
the talent to excelin other departments should he choose.
Additional Comments
Associate:
Manager:Kenneth is one of our strongest officers with a wide range of talents in the medical and security field. As he focuses on his
interpersonal relations with other departments in the hotel and natural leadership. Kenny is a pleasure to work with and we rely on his
medical knowledge and experience to handle sensitve medical aids as they occur.
Overall Rating
DEVELOPING PERFORMING EXCELLING
ThisAssociateisseen as“developing” intheir
performance, withmultiple areas of
opportunitytoimprove. Attimes, theymay
display ineffective behaviors insome
competencies ormaystrugglewithdelivering
resultsand achieving goals. ThisAssociatecould
benew intheirroleordepartment and still
mastering thenewexpectations oftheirrole.
ThisAssociateisasolidcontributortotheir
team ordepartment. Theyperformorexcel in
mostareas andconsistently support
department goals established each year. The
Associate isengaged atworkand meets
performance expectations/goals fortheirrole.
ThisAssociate isahigh performer intheir teamor
department. Theyroutinely gobeyond whatis
expected, surpassingperformance expectations
and exceeding goals established each year. The
Associateishighly engaged atwork–actively
pursuingHyatt’sgoal as demonstrated in their
interactions withguests and co-workers.
Please print and sign name below:
Comments: “Developing “ areas need to be supported byspecific comments:

4. 4
Associate: Manager:
Associate Signature: Manager Signature:
Date: Date: