One of the leading hotel chains found that their service levels had dipped due to lack of staff motivation and lack of a robust progression and development program. Our assignment included conducting a climate survey and a review of their current onboarding and progression process that was in place. Upon reviewing, the recommendation was to introduce a structured progression and development program to promote front line staff to mid level managers. The project involved identifying the core and behavioral competencies at various staff levels and documenting them. Then a robust managerial development program being implemented. This was done with the senior management being the final panel to evaluate candidates upon going through our stringent process. This ensures that their staff engagement scores increasing beyond their industry benchmark and having a robust progression path for all staff members.