Documenting commendations and positive performance
How to recognize exceptional performance formally and why positive documentation is just as important as corrective documentation.
The same documentation system that tracks concerns also tracks commendations. A commendation is a formal record of exceptional performance — something worth putting on record. Building a balanced record over time tells a complete story.
When to use a commendation
- A staff member went significantly above expectations in a guest interaction.
- They showed leadership in a difficult situation.
- They helped train or support a newer team member without being asked.
- They hit a significant milestone ahead of schedule.
- A guest or another team member specifically recognized them.
How to record a commendation
Open the staff member's profile, scroll to Incidents, and tap Record Incident. Select Commendation as the type. Write a specific, clear description of what they did and why it stood out. Save it. The staff member will see it in their portal.
Be specific. 'Great job last night' is not a commendation — 'Handled a difficult table complaint independently and turned it into a positive experience for the guest' is.
The balanced record
A staff member's record is strongest when it reflects the full picture — both the times they fell short of expectations and the times they exceeded them. If your records are all corrective, something is off. Great managers document both.
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