Performance Feedback –

Best Practices for Engagement

Kristin Chase, Director of Organizational Development

November 16, 2015

Universal Orlando® proprietary information

Agenda

1. Intro to Universal Orlando Resort®

2. Importance and Impact of Feedback

3. Cycle of Ongoing Performance and Development Feedback

4. Keys to Successful Feedback

5. Evaluation Focus Areas

6. Documentation and Examples

7. Using an Online System to Support Feedback

Universal Orlando® Resort

• 2 theme parks in Orlando, Florida + 4 hotels + entertainment complex

• Year-round operation

• Offers rides, shows, and attractions, includes Food & Beverage and Merchandise

• 20,000 Team Members to run and support guest offerings

• Staff composed of:

o “Front of house” – Operational business

o “Back of house” – Support functions

• 80% of Team Members are Front of House, hourly employees.

We Value Communication &

Feedback

Keys to Engagement

1. Communicate

2. Be Available

3. Identify and Address

a. Workload/Resource Concerns, Strategy/Priority Questions

b. Process Inefficiencies and Technology Needs

4. Recognize

5. Consider Scheduling Needs

6. Provide Adequate Training & Onboarding

Impact of Feedback

• Delivering effective feedback is one of the

most powerful tools a leader has to enable

strong performance from their teams.

• Delivering effective feedback is also one of

the most challenging jobs a leader has to do

on a regular basis.

• In a formal review, nothing should be a

surprise.

Building a Continuous

Cycle of Feedback

Cycle of Feedback

Setting Goals & Expectations

(current role) Creating Development Plans & Identifying Development

Activities/Courses

(future role)

Feedback from Leader, Peers, Colleagues

Evaluating Performance

(current role)

Evaluating Progress and Readiness

(future role)

System: Objectives & Accountabilities; Job Descriptions

System: Individual Development Plan (IDP) & Internal Resume

System: 360 Feedback, Team Member Satisfaction (TSAT) Survey, Performance Notes, Lead Observations

System: Formal Performance Evaluations

System: Human Resource Planning

(HRP)

Keys to Feedback

• Focused on observed behaviors

• Language is clear, concise and descriptive

• Includes both behavior and impact

• Honest and objective

“What I expected was…”

STANDARD

(S)

“What I observed was…”

OBSERVATION

(O)

“The impact was…”

IMPACT

(I)

Service Expectations

Service Expectations

• Grooming Guidelines

• Show Ready• Clean & Safe• Smile!

• Know the FAQ’s• Have the Answers

or Know Where to Get Them

• Make recommendations

• 10/5 Rule• Look for Cues• Attend to Children• Celebrate and Have

Fun!

• Save the day with service recovery

• Own the issue• LAST – Listen,

Apologize, Solve, Thank

Key Competencies

Guidelines & Expectations

Outstanding Exceeds Meets Needs

Focus Areas and Examples

Evaluation Focus Areas

StrengthsDescribe how success was

achieved in terms of Competencies

Performance on GoalsSummarize

performance on each Objective/

Accountability

Development Opportunities Note Competencies that are critical for success next year

What Was Done How It Was Done How to Grow

Overall Evaluation

Recap key accomplishments that

justify overall rating and note focus for

future

What’s Next

Look Back Look Ahead

Hourly Evaluation Example

Non-Exempt Evaluation Example

Non-Exempt Evaluation Example

Observation Documentation

Observation Documentation

Observation Documentation

Observation Documentation

Importance of Recognition

System Support for

Feedback

System Support for Feedback

Guiding Principles & Values

• Simplification of processes to make it the “Universal Way”

for leaders to conduct more frequent feedback conversations

and follow-up

• Integration of development processes/tools

• Encourages both performance feedback to excel in current

role and development feedback to establish readiness for

future roles

• Flexible to accommodate unique needs of our business and

empower administrators

System Highlights

System Highlights

360º Feedback:

Provides feedback on

your demonstration of

specific leadership

behaviors that reflect

executive or exempt

competencies

Individual Development

Plan (IDP):

As an “output” of 360

Feedback, an IDP

captures your strengths,

development needs and

career interests that are

critical to your success

as a leader at UPR

Internal Resume:

A snapshot of your

experience and

capabilities that can

serve as your

professional profile

Objective/Accountability

Setting:

Identifies goals and

priorities for the yearPerformance

Evaluations:

A formal review of

accomplishments

(based on objectives)

and executive or

exempt competencies

Human Resource

Planning (HRP)

Discussions and

reviews of leadership

bench strength,

potential, and

capabilities (utilizes

Internal

Resume//Performance

Evaluation “inputs”)

System Challenges

• 2000+ users in peak periods

• Connectivity with HR systems to keep data up-to-date

• “People don’t read”

• Maintaining “human” element

• Moving from compliance to commitment

System Advantages

• Automation of “paper pushing”

• Streamlining review of information

• Regular reminders

• Accessibility of data by HR & managers

• Alignment on goals

• Tracking metrics

• Supports conversations about performance and development

What You Can Do

• Ensure incorporate key

elements of the performance

& development process (e.g.,

alignment, self-input, development

plans, resume, peer feedback)

• Find ways to work virtually

through Intranets, email,

shared drives, etc.

• Make a case to obtain tech

support and resources

• Keep the focus on regular

“bite size” feedback

HARRY POTTER characters, names and related indicia are © & ™ Warner Bros. Entertainment Inc. Harry Potter Publishing Rights © JKR. (s15)The Cowfish and all related logos TM The Cowfish Sushi Burger Bar, LLC. All rights reserved. © 2015 MARVEL. Cabana Bay Beach Resort © 2015 UCF Hotel Venture II. All rights reserved. Woody Woodpecker ® Walter Lantz. TRANSFORMERS and its logo and all related characters are trademarks of Hasbro and are used with permission. © 2015 Hasbro. All Rights Reserved. © 2015 DreamWorks L.L.C. and Paramount Pictures Corporation. All Rights Reserved. Shrek 4-D © 2015 DreamWorks Animation LLC. All Rights Reserved. THE SIMPSONS RIDE TM Fox. The Simpsons TM & © 2015 Fox. Universal elements and all related indicia TM & © 2015 Universal Studios. © 2015 Universal Orlando. All rights reserved.

Thank You!

kristin.chase@universalorlando.com