Level 1 · Function
People & Governance
Workforce, quality, sustainability, safety and events.
6 capabilities7 processes6 KPIs
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Drill completion | per regulation | quarterly |
| Event readiness sign-off | >= 48h before event | per event |
| Corrective actions closed on time | >= 90% | monthly |
| KPI reporting on time | 100% | quarterly |
| Time to competence | <= 14 days | per cohort |
| Shift coverage vs plan | >= 97% | weekly |
Systems
- BI / reporting — KPI dashboards and management reporting
People & roles
- General Manager — Overall operation
- HR / Training Lead — Onboarding
Level 2 · Capabilities
Emergency & safety
Emergency and guest safety response coordination.
1 processesEvents & partners
Partner/event operations for celebrations and conferences.
1 processesService quality loop
Service-quality review and corrective-action loop.
1 processesSustainability reporting
Sustainability KPI collection/reporting (Swisstainable/WfW/EnAW inputs).
1 processesWorkforce onboarding
Staff onboarding and role-specific induction.
1 processesWorkforce planning
Shift planning, coverage management and peak-season scaling.
2 processes