Performance Reinforcement at the Point of Need

These samples demonstrate how I design practical performance tools that translate training into clear, actionable support in real-world contexts.

Job Aids

Job aids are concise, performance-focused tools designed to support application, reinforce standards, and reduce errors in the moment of need.

Job Aid- Harborstone Respond, Document, Follow Up.png

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Harborstone Signature Service

Respond, Document, Follow Up

This quick-reference guide reinforces the service recovery process introduced in the Harborstone Signature Service e-learning course. Designed for front-of-house staff, it provides clear, actionable steps to protect guests, document incidents accurately, and follow through with confidence.

The job aid supports real-time performance by standardizing service behaviors across properties and reinforcing brand-aligned escalation and reporting procedures.

Tools Used

Canva, Generative AI (illustrations)

Click here to view the e-Learning Course

Click here to view the Design Document

Click here to view the Storyboard

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