Problem Solving & Decision Making refers to the ability to quickly understand issues, evaluate options, and take effective action—especially under time pressure—while maintaining accountability and focusing on long-term prevention, not just short-term fixes.
This competency combines analytical thinking with action orientation and responsibility ownership.
Core Qualities
1. Resourcefulness
Ability to solve problems using available tools, people, and information—even when ideal resources are not immediately accessible.
What it looks like:
- Finds workarounds instead of waiting
- Uses existing systems creatively
- Leverages colleagues’ knowledge efficiently
Examples:
- A system is down during peak hours; staff manually records orders to avoid delays instead of stopping service.
- A missing item is substituted with a comparable option after confirming guest approval.
- An employee uses internal FAQs and past cases instead of waiting for manager response.
2. Initiative
Proactively identifying and addressing issues before being told.
What it looks like:
- Acts without being instructed when problems are obvious
- Anticipates potential disruptions
- Steps in when something seems off
Examples:
- Noticing a long queue forming and opening an additional service station without being asked.
- Seeing a spill in a walkway and immediately cleaning or blocking it.
- Identifying repeated customer confusion and updating signage or instructions proactively.
3. Critical Thinking
Ability to analyze situations logically rather than reacting emotionally or superficially.
What it looks like:
- Identifies root causes, not just symptoms
- Evaluates multiple possible explanations
- Distinguishes urgency from importance
Examples:
- Instead of assuming staff shortage, analyzing whether delays are caused by inefficient workflow.
- Investigating why a machine repeatedly fails rather than just restarting it each time.
- Evaluating whether a customer complaint is a one-off issue or part of a recurring pattern.
4. Decisiveness
Making timely decisions with available information, even under uncertainty.
What it looks like:
- Avoids unnecessary delay in decision-making
- Balances speed with accuracy
- Accepts responsibility for outcomes
Examples:
- Approving a quick refund when policy is unclear but customer frustration is escalating.
- Switching to backup procedures during system outage without waiting for full approval chain.
- Choosing between two solutions based on immediate operational impact.
5. Ownership Mentality
Treating problems as personal responsibility rather than “someone else’s issue.”
What it looks like:
- Follows issues through to resolution
- Does not shift blame
- Takes accountability even if not directly responsible
Examples:
- A colleague notices a mistake from another department but still coordinates correction instead of ignoring it.
- Taking responsibility for ensuring a guest issue is resolved even if caused by a supplier.
- Following up after escalation to ensure resolution actually happened.
6. Solution Orientation
Focusing on resolving issues rather than dwelling on obstacles.
What it looks like:
- Proposes solutions instead of just reporting problems
- Thinks in “what can we do?” terms
- Avoids excessive negativity or blame focus
Examples:
- Instead of saying “we are out of stock,” offering alternative items or delivery options.
- When a system fails, immediately suggesting manual workaround procedures.
- When a process is inefficient, suggesting a revised workflow instead of only complaining.
Observable Behaviors
1. Resolves issues independently when possible
Employees attempt resolution before escalating.
Examples:
- Fixes a minor system error using known troubleshooting steps.
- Handles a customer complaint directly if within authority.
- Reorganizes workflow when a team member is unexpectedly absent.
2. Offers alternatives immediately
Provides options instead of dead ends.
Examples:
- “This item is unavailable, but I can offer A, B, or C instead.”
- “The room is not ready, but we can provide lounge access or an upgraded room in 30 minutes.”
- “We can’t process it this way, but here are two other ways we can complete it.”
3. Takes ownership instead of blaming
Focuses on resolution, not fault.
Examples:
- “Let me fix this for you” instead of “They made a mistake.”
- Coordinates correction even when another department caused the issue.
- Avoids statements like “That’s not my job.”
4. Escalates appropriately
Knows when to involve others without over-escalating.
Examples:
- Escalates only after attempting standard troubleshooting steps.
- Provides full context when escalating (what was tried, what failed, impact).
- Avoids unnecessary escalation for minor issues.
5. Thinks quickly under pressure
Maintains clarity and effectiveness in fast-moving situations.
Examples:
- Reassigns staff dynamically during sudden rush periods.
- Handles multiple customer requests without losing accuracy.
- Makes quick but safe decisions during service disruptions.
6. Keeps guests informed during delays
Maintains communication to reduce frustration.
Examples:
- “Your order is delayed due to high demand; it will be ready in 10 minutes.”
- Regularly updates customers during technical issues.
- Provides honest timelines rather than vague reassurance.
7. Finds creative solutions
Uses non-standard thinking to resolve constraints.
Examples:
- Reconfiguring seating to accommodate a large unexpected group.
- Using alternative suppliers or substitutes during shortages.
- Adjusting workflows to bypass temporary system limitations.
8. Prevents repeat problems
Focuses on long-term fixes, not just immediate resolution.
Examples:
- Identifies recurring customer complaint and updates process to eliminate root cause.
- Reports faulty equipment for replacement instead of repeatedly repairing it.
- Updates training or checklist after repeated mistakes.
Summary
Strong Problem Solving & Decision Making is demonstrated by individuals who:
- Act quickly but thoughtfully
- Own issues fully
- Focus on solutions, not blame
- Communicate clearly under pressure
- Improve systems to prevent recurrence
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