YOUR ROLE. YOUR PERSPECTIVE. Every challenge has more than one side. Your assigned role gives you a unique perspective — and information your team may not think to consider. 01 USE YOUR LENS
02 LISTEN TO YOUR TEAM
Think about what matters most from your role’s perspective.
Someone else may see a risk, opportunity, or solution you missed.
03 CHALLENGE THE THINKING
04 JUSTIFY YOUR DECISION
Don’t just agree. Ask questions. Consider the tradeoffs.
Be ready to explain why your team chose its response.
THE STRONGEST SOLUTION MAY COME FROM THE ONE QUESTION ONLY YOU THOUGHT TO ASK.
RESORT MANAGER Bring your perspective to every challenge. YOUR LENS
THE BIG PICTURE
You’re responsible for connecting the dots. While others may naturally focus on their department, your job is to consider the guest, the team, and the resort as a whole.
BEFORE YOUR TEAM DECIDES, ASK: 1 VALUES
Which Venterra Core Value should guide our response?
2 IMPACT
Who else could be affected by this decision?
3 ALIGNMENT
Which departments need to be involved?
4 WHAT’S NEXT?
Are we solving the immediate problem — or preventing the next one too?
5 LEADERSHIP
How do we keep everyone aligned when there isn’t one obvious answer?
YOUR CHALLENGE
Don’t solve the problem for the team. Help the team see the whole problem.
FRONT DESK MANAGER Bring your perspective to every challenge. YOUR LENS
THE GUEST
You’re closest to the guest experience. When something goes wrong, guests often look to you first for answers, reassurance, and a path forward.
BEFORE YOUR TEAM DECIDES, ASK: 1 RIGHT NOW
What does the guest need from us in this moment?
2 COMMUNICATION
What can we confidently tell them?
3 PROACTIVE SERVICE
Should we communicate before the guest has to ask?
4 PERSONALIZATION
What do we know about this guest that should shape our response?
5 RECOVERY
Is there an opportunity to turn a frustrating situation into a memorable one?
YOUR CHALLENGE
Don’t think only about fixing the issue. Think about how the guest will remember how we handled it.
MAINTENANCE MANAGER Bring your perspective to every challenge. YOUR LENS
WHAT’S POSSIBLE
You bring the operational reality. A solution may sound great — but your role is to help the team understand what can be done safely, realistically, and effectively.
BEFORE YOUR TEAM DECIDES, ASK: 1 SAFETY
Are there any risks we need to address first?
2 FEASIBILITY
What can realistically be accomplished with the time and resources available?
3 EXPECTATIONS
Are we making promises before we know what’s possible?
4 CONSTRAINTS
What does the team need to understand about timing, staffing, equipment, or resources?
5 ALTERNATIVES
Is there a safe workaround we haven’t considered?
YOUR CHALLENGE
Don’t automatically say, “We can’t.” Help the team understand what we CAN do.
FOOD & BEVERAGE MANAGER Bring your perspective to every challenge. YOUR LENS
THE EXPERIENCE
Plans change. Your job is to think creatively about what the resort can still deliver. You may have resources, spaces, people, or experiences that help another department turn a problem into an opportunity.
BEFORE YOUR TEAM DECIDES, ASK: 1 RESOURCES
What do we already have available?
2 ALTERNATIVES
If Plan A is gone, what could Plan B look like?
3 PARTNERSHIP
How could our team support another department?
4 RECOVERY
What could we offer that helps restore the guest experience?
5 SURPRISE & DELIGHT
Could we turn this disruption into an unexpectedly positive moment?
YOUR CHALLENGE
Don’t limit yourself to your department. Think about what you can contribute to the solution.
HOUSEKEEPING MANAGER Bring your perspective to every challenge. YOUR LENS
PEOPLE & PRIORITIES
You understand capacity. Moving one person or changing one priority can solve a problem — but it can also create another one somewhere else.
BEFORE YOUR TEAM DECIDES, ASK: 1 CAPACITY
What people or resources could realistically be shifted?
2 NON-NEGOTIABLES
What work cannot be compromised?
3 SUPPORT
Where could our team help another department?
4 PRIORITIES
What needs attention first?
5 RIPPLE EFFECT
If we change the plan here, what happens somewhere else?
YOUR CHALLENGE
Don’t look at one task in isolation. Think about the ripple effect of every decision.
ONE RESORT. FIVE PERSPECTIVES. No single role has the complete answer. 1 THE BIG PICTURE
Resort Manager
2 THE GUEST
Front Desk Manager
3 WHAT’S POSSIBLE
Maintenance Manager
4 THE EXPERIENCE
Food & Beverage Manager
5 PEOPLE & PRIORITIES
Housekeeping Manager
YOUR BEST RESPONSE WILL USE ALL FIVE.
“Have we looked at this from every perspective?”