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Module 3 facilitator session brief, Cohort B, Oct 13

Module 3 facilitator session brief, Cohort B, Oct 13

A facilitator preparing a training session

Facilitator brief (internal) Kittridge Hotels Group Saltbridge Academy

Owner: Joaquin Ibarra. Updated Sep 29, 2026.

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.

Participants28Cohort B, 23 on track
Open support needs3listed by initials
Scenarios Kittridge approved2one held as out of date
First assignment outstanding2due Sep 25

Session at a glance

Details
SessionModule 3, giving feedback
CohortKittridge new managers, Cohort B (started Aug 31, target completion Dec 11)
Date and timeTuesday, October 13, 2026, 9:30 to 12:30
Lead facilitatorHaruka Okada
FacilitatorCelestine Garamond, co-facilitates and keeps the support notes
Kittridge contactOlivia Holloway, head of learning and development
Release from shiftsCohort B learners are released from the Tuesday shift (done before Sep 29)
Material readyScenario 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.

InitialsHotelSupport needAttendanceAssignments completeIn the room
ZKSeafrontMissed two sessions after a hotel shift change; shift cover sent to Kittridge for action50 percent1Confirm at check-in that ZK can stay for the whole session. Tell Joaquin Ibarra if ZK has to leave early.
VDPier HeadMissed two sessions after a hotel shift change; shift cover sent to Kittridge for action50 percent1Same check-in as ZK. Pair VD with a learner from another hotel in the triads.
OMCoastguardMissed two sessions during the hotel's busiest fortnight; workload raised with the general manager50 percent1Keep the workload question out of the room. It sits with the general manager through Joaquin Ibarra.

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.

Held: Scenario 2, guest complaint at reception

Scenario 2 follows the guest complaint process Kittridge changed in September, so it asks learners to follow steps they no longer follow at their hotels. Haruka Okada held it and asked Olivia Holloway for the current process. Do not hand out the old version, and do not rewrite it from memory.Consequence: until the current process arrives, the session has one scenario instead of two. Plan: Olivia sends the current process by Oct 6, Haruka rewrites the scenario by Oct 8 and Olivia approves it by Oct 9. If approval has not arrived by Oct 12, run Scenario 1 a second time with the roles swapped and leave the complaint scenario out.

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.

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
9:45 to 10:10, Why feedback goes wrong at work (25 min). Haruka Okada
10:10 to 10:40, The feedback model (30 min). Haruka Okada
10:40 to 11:20, Scenario 1 in triads (40 min). Both facilitators move between triads
11:20 to 11:30, Break (10 min)
11:30 to 12:10, Scenario 2 if approved, otherwise Scenario 1 again with roles swapped (40 min). Haruka Okada
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

Before October 13
✓Read the Cohort B record and check the support needs table against the Sep 28 records. Owner: Haruka Okada
✓Confirm Scenario 1 is approved by Kittridge. Owner: Haruka Okada
✓Hold Scenario 2 and take the old version out of the learner pack. Owner: Haruka Okada
✓Ask Olivia Holloway for the current guest complaint process. Owner: Haruka Okada
Receive the current complaint process from Olivia Holloway. Owner: Olivia Holloway, by Oct 6
Rewrite Scenario 2 and send it to Olivia Holloway for approval. Owner: Haruka Okada, by Oct 8
Confirm shift cover for ZK and VD with Joaquin Ibarra. Owner: Celestine Garamond, by Oct 9
Brief Celestine Garamond on the three support needs and the two outstanding assignments. Owner: Haruka Okada, by Oct 12
Print only the approved material for the learner pack. Owner: Celestine Garamond, Oct 12

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.

Internal page

This page stays inside Saltbridge Academy. It holds learner support needs by initials only and the facilitators' plan. Kittridge sees the approved scenarios and the approval gates, not this brief.

Who is on this session

HOHaruka OkadaLead facilitator, Saltbridge Academy, leads the session and owns Scenario 2
CGCelestine GaramondFacilitator, Saltbridge Academy, co-facilitates and keeps the support notes
JIJoaquin IbarraProgram operations director, Saltbridge Academy, holds the learner record and the Kittridge actions
OHOlivia HollowayHead of learning and development, Kittridge Hotels Group, approves scenarios and owns the complaint process

Demo client portal. Saltbridge Academy, Kittridge Hotels Group, the people and every figure are fictional sample data. Built on FuseBase.