Organizational Development · Performance Management
Designing a 360° Feedback System From the Ground Up
- Client
- A major casino resort (Greece)
- Service area
- Organizational Development · Performance Management · Bilingual HR Systems
- Consultant
- Think Growth Consulting
The Challenge
For a large, multi-department casino resort, employee performance had never been evaluated through a formal, structured process. Departments ranged widely in function, from gaming floor operations to hospitality, security, and administration, each with its own rhythm, priorities, and definition of what "good performance" looked like.
Without a shared evaluation system, performance conversations were inconsistent at best and absent at worst. There was no common language for feedback across departments, no structured way to capture input from peers and colleagues rather than just a single manager, and no process that leadership across the organization had actually helped shape and could stand behind.
Introducing a formal evaluation system into an organization that had never had one isn't just a design problem. It's a change management problem: directors and department heads needed to genuinely buy into a new way of assessing their people, not just be handed a policy from above.
Our Approach
Think Growth Consulting was engaged to design and implement a full 360° feedback system, built specifically for the resort's structure rather than adapted from a generic template, and delivered bilingually in English and Greek from the outset.
The engagement moved through four stages:
- 1
Discovery interviews: across departments and leadership levels, to understand how each area actually functioned, what "good performance" meant in context, and where existing informal feedback already happened.
- 2
Securing director buy-in: working directly with department heads so the system reflected their input and priorities rather than being imposed on them, which was essential for genuine adoption rather than compliance-only participation.
- 3
Designing department-specific evaluation frameworks: tailored to the distinct roles and responsibilities across the resort's departments, while keeping a consistent 360° structure (manager, peer, and self-assessment input) that made results comparable across the organization.
- 4
Training and rollout support: teaching managers and staff how to use the new system, and staying involved through the launch to help the organization actually start running it, not just hand over a manual.
Each stage built directly on the last: discovery shaped what director buy-in needed to address, buy-in shaped how the department-specific frameworks were designed, and the training and rollout made sure the system didn't just exist on paper, but became something managers and staff actually used from day one.
The Solution
The result was a complete, bilingual 360° feedback system, designed from real input rather than assumption, and successfully rolled out and adopted across every department in the organization:
A shared performance language: across departments that previously had no common evaluation standard.
Genuine leadership ownership: since department heads helped shape the system rather than inherit it, which was decisive for adoption.
Evaluations tailored to each department's actual work: while remaining structurally consistent enough to compare and aggregate results organization-wide.
A bilingual system: usable across the full Greek and English-speaking workforce without translation gaps or inconsistency.
A trained, self-sufficient organization: with managers and staff equipped to run the process themselves going forward.
Why It Matters
A 360° feedback system only works if the people using it trust it, and that trust has to be built before rollout, not assumed afterward. By starting with discovery and director buy-in rather than jumping straight to design, this engagement gave the organization a performance evaluation system it actually adopted, rather than one it merely tolerated. That's the difference between a policy that sits in a drawer and a system that becomes part of how the organization runs.
Think Growth Consulting helps organizations design and roll out performance management systems that leadership and staff actually adopt, from discovery and buy-in through to training and full implementation. Get in touch to talk about building yours.
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