Development Kits - Competencies
What is cross-functional collaboration?
This is the name of a business-critical skill that is about a person 'having awareness of their emotions and triggers and the ability to manage their responses positively'
What is Emotional Intelligence?
This is the Team Member League sport that Pala sponsored in 2024, that encouraged gathering, socializing and bonding outside of the work environment.
What is the Pala Bowling League?
This is the number of total questions found on Pala's mystery shop reports that leaders use to understand their team's performance in connection to the guest experience.
What is 18?
These are the four experience pillars highlighted every month in the series.
What are Engagement, Empowerment, Communication and Attitude?
This tool helps leaders assess their current strengths and weaknesses and create an actionable plan for future growth
What is an individual development plan?
This term refers to the understanding of how a business operates, including its financials, strategy, and operations, and how an individual or team can influence performance.
What is business acumen?
This is the annual January event sponsored by Organizational Development that focuses on performance of Team Members, consists of Keynote speakers and panelists, as well as having a gamified active learning component with rewards.
What is the Experience Summit?
When Team Members have visible access to a guest's name, how many times are they recommended to use it according to the current standards?
What is at least once during the conversation?
This is the number of sub-pillars each of the Experience pillars has.
What is 3 sub-pillars?
What is feedback?
This method involves evaluating different data sources and their credibility before drawing conclusions.
What is data validation?
This was the name of a co-hosted video series that aired throughout 2024 which pulled in various speakers from around the property who specialized in and could lend insight to that month's hot topic.
What is Guest Who?
This is the name of the restaurant management system that allows food and beverage leaders to operate their business, record sales, help determine schedules and more.
What is micros (oracle) system?
These are the colors associated with each experience pillar.
What is
- Engagement (green)
- Communication (yellow)
- Attitude (blue)
- Empowerment (red)
In the PROBLEM-SOLVING Development Kit, this is the name of the method that you can use which focuses on potential outcomes of each decision when determining if you are finding the correct solution to a problem.
What is a Decision Tree
This part of the ABCDE model focuses on replacing unhelpful beliefs and feelings with more useful thoughts that can lead to better outcomes in a situation.
What is "D" (Disrupting Thought)?
The name of the mini-series that appears weekly in the Aahhhh newsletter and that leaders should use to train their team on the various aspects of providing exceptional guest or Team Member experiences.
What is the Experience Micro Training (Corner) series?
The month and year Pala Casino Spa Golf Resort opened to the public.
What is April 2001?
This one pager made its debut in the Aahhhh newsletter in September with the aim to open team conversation on how collected information helps make informed company/team decisions based on real data.
What is the UP (Understanding Performance) sheet?
In the PERFORMANCE Development Kit, in one of the videos it outlines five challenges of collaboration. Name one of the five challenges listed for collaboration.
What is
- trust
- attachment
- clarity and alignment
- speed
- technology, geography and culture
This is the type of empathy where you are making sure to remove psychological and emotional barriers up front and where the person who uses it is not viewed as a threat. Setting up a person to ask and receive an affirmative from others.
What is Tactical Empathy?
DOUBLE MONOPO-PALA for $1,000!!
The soup of the day served on Mondays in the TDR (Team Dining Room).
What is chicken noodle soup?
According to the Pala Experience Playbook, what are the three things related to the experience that the guest's look for the most to determine if they have a positive experience.
What is
- cleanliness
- safety
- friendliness/engagement
from the team
In September's Micro Experience Training Corner, understanding who your [BLANK] are, both direct and indirect, helps you assess how they impact your business for better or worse.
What are competitors?