Estes Park · Rocky Mountain National Park
Good morning, Sarah.
2 modules remain in the Orientation Trail before your Day 5 readiness check-in. You're on track.
84
Elevation Score
↑ 6 this month
Your Learning Path
The Five Summits
View all →
Summit 01
🧭
The Orientation Trail
Brand & Culture Entry
Summit 02
📖
The Field Guide Library
Knowledge Platform
Summit 03
🗺
The Terrain Assessment
Needs & Gap Analysis
Summit 04
🏅
Trail Guide Certification
Train the Trainer
Summit 05
📊
The Elevation Dashboard
Metrics & Performance
01
Summit One · Brand & Culture Entry
The Orientation Trail
Five structured days before any team member works independently. By Day 5, every team member can tell a guest the story of the place they are staying in.
Five-Day Sequence
Day 1 — The Story of This Place
GM brand immersion + property walkthrough
The Trailborn Way — Five Behaviors
Core behaviors embedded across all five summits
Day 4 — The Bonvoy Bridge
Marriott Bonvoy standards in the Trailborn way
Day 4 — Scenario Practice
5 live property-specific role plays
Day 5 — Readiness Check-In
HR + supervisor sign-off · Unlocks after Day 4
What This Delivers
Speed to Confidence
Every team member clears a consistent baseline before interacting with a guest alone.
Brand Consistency
A team member in Estes Park and one in Mendocino both carry the same Trailborn identity.
Bonvoy Readiness
Team members handle Bonvoy member interactions with confidence — authentic to Trailborn.
Rock 1 Deliverable
Standardized across all 7 properties within 90 days. Tracked monthly in the Elevation Dashboard.
02
Summit Two · Knowledge Platform
The Field Guide Library
A living, searchable digital library organized by Summit, by Department, and by Property. Every entry has four parts: the standard, the how-to, the guest scenario, and a last updated date.
Three-Axis Organization
By Summit — Learning Level
New hire and Trail Guide see different starting points
By Department — Role Based
Front Desk, F&B, Outdoor Programming, Housekeeping, Spa
By Property — Place Based
Building history, local terrain, signature programming
Browse the Full Library →
All 12 Field Guides across the portfolio
Build Phases
Phase 1 — Year 1 (Now)
Universal content: The Trailborn Way, brand standards, Bonvoy Bridge, safety and compliance.
Phase 2 — Year 1–2
Property-specific supplements: terrain, building history, signature programming, department SOPs.
Phase 3 — Year 2+
Leadership development content and advanced Bonvoy alignment modules for Trail Guide candidates.
03
Summit Three · Needs & Gap Analysis
The Terrain Assessment
A quarterly process at each property using four data sources to identify gaps before guests feel them. Output: The Trail Map Report — one page, top three gaps, ranked by guest experience impact.
Four Data Sources
Floor Observation
10-behavior guide · Quarterly · Live guest interactions
Department Head Conversations
Structured one-on-ones — not a complaint session
Team Member Pulse Survey
6 questions · Monthly · Anonymous
GSS Trend Review
Training interventions mapped to score movements
The Trail Map Report
What It Is
One-page quarterly output: top three capability gaps ranked by guest satisfaction impact, with a recommended learning path attached to each.
What Makes It Different
It assesses whether the place-based identity of each property is landing on the floor — not just whether content was completed.
Rock 3 Deliverable
Needs assessment complete at all 7 properties within 90 days. Trail Map Reports delivered to the executive team by Day 90.
04
Summit Four · Train the Trainer
Trail Guide Certification
A three-gate certification developing property-level trainers. Minimum 2 per property. Jackson Hole certifies 4. These are the people who carry quality when you are not in the room.
Three-Gate Pathway
Gate 1 — Know the Trail
Content mastery · 85% pass threshold
Gate 2 — Guide the Journey
2-day virtual facilitation workshop · Unlocks after Gate 1
Gate 3 — Lead from the Front
Live observation · Pass or redo · Unlocks after Gate 2
What Trail Guides Receive
Recognition & Career Growth
Badge, digital credential, email signature status, pay differential. Annual recertification maintains currency.
The Long Game
Trail Guides are the distributed quality infrastructure. When Trailborn reaches 15–20 properties, they hold the standard. Two from the Hilton version advanced into broader brand leadership.
Rock 4 Deliverable
Minimum 2 certified Trail Guides per property within 90 days. Jackson Hole certifies 4. Annual recertification cycle established.
Place-Based Learning
Estes Park — Rocky Mountain Field Guides
View property →
Trailborn Values — Embedded Across Every Summit
Our Six Core Values
P
Proactive See It, Own It, Finish It
We take initiative and drive results. When we see something that needs to be done, we own it.
T
Together Mission First, Win As A Team
We put the mission first and succeed as one through collaboration and shared purpose.
P
Positivity Believe, Find A Way
We approach every challenge with optimism. We believe in what we do and always find a way forward.
A
Awareness Know Yourself, Know Your Impact
We lead with self-awareness. Understanding our impact on others guides how we show up every day.
C
Courage Seek The Truth, Be Honest, Be Brave
We speak up, stay transparent, and make bold decisions. Honesty and bravery drive meaningful progress.
E
Excellence Passionate Pursuit of Greatness
We pursue greatness with passion and discipline. Every day is an opportunity to raise the bar.
Live Portfolio View
Elevation Dashboard →
87%
Completion Rate
↑ 12% vs last month
4.7
GSS Score
↑ 0.3 pts
94%
New Hire on Track
↑ 8% vs prior cohort
23%
Turnover Rate
↓ 18 pts vs industry