Saltbridge team

Cohort B at a glance

Module 3, giving feedback Cohort B meets Oct 13, 2026 Complaint scenario on hold Internal

One brief for the Cohort B session on giving feedback: who is in the room, who needs support, and which hotel scenarios Kittridge has approved. Prepared by Joaquin Ibarra, program operations director at Saltbridge Academy, for Haruka Okada, lead facilitator, and Celestine Garamond, facilitator. The learner records are as of Monday, September 28, 2026.

Session at a glance

Session

Module 3, giving feedback

Cohort

Kittridge new managers, Cohort B (started Aug 31, target completion Dec 11)

Date and time

Tuesday, October 13, 2026, 9:30 to 12:30

Lead facilitator

Haruka Okada

Facilitator

Celestine Garamond, co-facilitates and keeps the support notes

Kittridge contact

Olivia Holloway, head of learning and development

Release from shifts

Cohort B learners are released from the Tuesday shift (done before Sep 29)

Material ready

Scenario 1 approved and ready; Scenario 2 on hold

Cohort B in context

Cohort B has 28 learners from Kittridge hotels. Twenty-three are on track and five are on the exception board: three with the support needs below and two who have not submitted the first assignment. Cohort B has the most exceptions of the three September cohorts.

Open support needs

Learners appear by initials only. Open the learner record for a full name when you need one, and never read a support need aloud in the room. Raise it in private at check-in, and only if the learner has not raised it first.

Two more learners are on the board because the first assignment is not submitted, due Sep 25: CA (Saltings) and RH (Airport). Both have attended every session so far at 100 percent and both are Celestine's learners. Ask each for a submission date at check-in.

Approved scenarios

Kittridge approved two hotel scenarios for module 3. As things stand only one can be used on October 13.

- Scenario 1, a shift swap at short notice. Approved by Kittridge. Ready to use. The full text is in the box below. - Scenario 2, a guest complaint at reception. Approved by Kittridge, now on hold. See the warning.

Scenario 1 text, approved by Kittridge

A shift swap at short notice. Setting: the Saltings hotel, Friday afternoon. A receptionist asks the new duty manager to swap her Saturday late shift because of a family event. This is the second swap she has asked for this month, and Saturday is fully booked.

Roles: duty manager, receptionist, observer. The duty manager says no to the swap, gives the receptionist feedback on how the last two requests were made, and agrees what she can do instead.

Observer notes: the facts the duty manager used, the effect on the team they described, and the next step they agreed. Debrief questions: What did the duty manager say first? Where did the receptionist stop listening? What would you say differently at your own hotel?

Running order

The session runs from 9:30 to 12:30 with one break. The times are a plan, and the lead facilitator moves them.

1. 9:30 to 9:45, Welcome and check-in (15 min). Haruka Okada. Celestine Garamond has the private words with ZK, VD, OM, CA and RH
2. 9:45 to 10:10, Why feedback goes wrong at work (25 min). Haruka Okada
3. 10:10 to 10:40, The feedback model (30 min). Haruka Okada
4. 10:40 to 11:20, Scenario 1 in triads (40 min). Both facilitators move between triads
5. 11:20 to 11:30, Break (10 min)
6. 11:30 to 12:10, Scenario 2 if approved, otherwise Scenario 1 again with roles swapped (40 min). Haruka Okada
7. 12:10 to 12:30, Commitments (20 min). Each learner names one feedback conversation to hold at their hotel before the next session

Facilitator checklist

Approvals still open

Three approvals touch this session. The completion rule is settled: 80 percent attendance, assignments and a manager sign-off, approved on August 21, 2026. The module 3 hotel scenarios show changes requested because the current complaint process is needed. Two pilot attendance cases are waiting for a decision between a catch-up extension and no certificate. If a learner asks about certificates, say that the rule is approved and that pilot decisions sit with Haruka Okada and Olivia Holloway. Do not discuss individual cases.

Who is on this session

• HO
  Haruka OkadaLead facilitator, Saltbridge Academy, leads the session and owns Scenario 2

• CG
  Celestine GaramondFacilitator, Saltbridge Academy, co-facilitates and keeps the support notes

• JI
  Joaquin IbarraProgram operations director, Saltbridge Academy, holds the learner record and the Kittridge actions

• OH
  Olivia HollowayHead of learning and development, Kittridge Hotels Group, approves scenarios and owns the complaint process