What it is
A unified points-based attendance policy for Resort Operations that creates a fair, consistent way to address attendance and set clear expectations.
This policy is effective May 1, 2026.
how to use this page
Use the quick guidance below to prepare for the change, hold supportive coaching conversations, and know when to partner with HR. This page is a supplement to training and the Team Member micro-learning (it is not a full policy walkthrough).
Key Changes
1. Infraction types (absence, partial absence, tardy, early out) accrue points.
2. Points threshold determines the disciplinary steps.
3. NCNS update: the trigger changes from 3 consecutive No Call No Shows (NCNS) to 2 – address immediately and partner with HR.
4. The Attendance Tracker is used as the source of truth to support timely, consistent documentation.
Meet with Your Team
What To Do
Coach Early
Don't Wait to Address
Suggested huddle message (sample):
“Starting May 1st, Resort Operations is moving to one unified attendance policy. The goal is clarity and consistency for everyone. Our expectations stay the same – be ready to work at your scheduled start time. You’ll see a short micro-learning in Westgate Learn with details. If you have questions or something is impacting your ability to meet your schedule, please talk with me early so we can problem-solve and, if needed, connect you with HR for support.”
MYTH
(the misconception)
Team Members can be up to seven minutes late, and it doesn’t count against their attendance.
FACT
(the truth)
Team Members are expected to begin performing their duties at their scheduled start time. The “seven-minute rule” applies to the Timekeeping policy for payroll purposes only – it is not an attendance grace period.
Plainly put, there is no grace period.
Coaching Tips
- Start with curiosity, then reinforce expectations: “Help me understand what happened. Going forward, the expectation is that you’re ready to work at your scheduled start time.”
Focus on impact: “When you’re not here as scheduled, it impacts coverage and the guest/team experience.”
Be timely and private: address the pattern early. Don’t wait for points to accumulate.
Offer support without asking for private medical details: “If something is making it hard to meet your schedule, we can talk about options and involve HR if leave or an accommodation may help.”
Be Mindful
- Patterns may signal an underlying issue. If a Team Member is having frequent infractions, a supportive conversation can help identify barriers and whether HR should be involved for leave or accommodation support.
- Protect confidential health information. Leaders should not collect or store doctor’s notes. If documentation is needed, direct the Team Member to submit it to the HR team.
- Avoid “exceptions” on the fly. Consistency is key. Partner with HR if you’re unsure how to handle a scenario.
- When a Team Member may need a leave, accommodation, or additional support.
Examples (when to align or escalate):
- You want to ensure consistency across leaders (e.g., how you’re communicating expectations to the team, or how you’re handling a recurring trend in your area) → align with your leadership team.
- Repeated or escalating attendance issues that are not improving with coaching → connect with your leadership team and HR partner.
- A Team Member shares a medical or personal situation or asks about leave/accommodations → involve your HR partner (do not collect medical documentation).
- Complex scheduling/timekeeping questions that may be driving confusion about start times or readiness expectations → align with your leadership team and loop in HR as needed.
- You’re unsure of next steps or anticipate a difficult conversation → partner early with your HR partner for guidance and support.
Where to Go for Help
Start with your leadership team for alignment and consistency in how the policy is applied.
Then, connect with your HR partner if you need help navigating a complex situation or determining next steps.