Guest Services Performance Management By designing a performance management system, SunCoast can efficiently improve individual performance every day. Our proposed system is the combination of absolute approach and outcome-based approach. The reason we chose the absolute approach is because senior management can evaluate and compare employee behaviors with specific performance statements to provide an opinion on employee performance standing from 1 (Did not meet expectations) to 5 (Beyond expectations). By observing the behaviors in which customer service staff work with customer needs and provide responses to customers, upper management can score employees and decide whether staff have the ability to communicate without obstacles, manage