洲際績效考核VIP

Competency Guide Hotel Employees 員工級Team Focused 關注團隊 developing the talent, process and capability for our current and future needs為我們目前和未來的需求發(fā)展人才、制定程序和發(fā)揮能力。Teamwork團隊合作Demonstrates co-operation and trust with colleagues, supervisors, teams and across departments. Participates as a team player and establishes strong working relationships to deliver positive results.能與同事、上級、團隊及其他部門精誠合作相互信任，且以團隊一員的身份參與，建立良好工作關系以獲得積極的結(jié)果。Developing Self自我發(fā)展Continually seeks to improve performance through individual efforts and with the assistance of others. Seeks feedback on performance and focuses on areas of shortfall. Maximises opportunities for self-development.通過個人努力和他人的協(xié)助不斷改進提高。尋求反饋, 關注自身不足. 最大限度地為自我發(fā)展提供機會.Action Oriented 行動導向 ensuring that visions and strategies are translated into specific deliverables in order to get results確保將愿景和戰(zhàn)略轉(zhuǎn)化為可以傳達的具體事物來獲得結(jié)果Adaptability適應力Is open to new ideas and is willing to make changes in the job and routine as required. Is able to cope under pressure at busy times and responds positively to changes in the workplace.善于接受新觀念以及工作上的變化. 能夠承受緊張時間的壓力，對工作的變化做出積極響應Reliability可靠性Ensures that work quality meets the standards required and completes tasks in a timely and thorough manner with minimum supervision. Follows standards, policies and procedures. Meets required attendance and grooming standards.保證工作質(zhì)量達到所需標準，認真及時地完成工作。遵循標準、政策、程序。達到考勤及儀容儀表標準。Passionate熱情 creating an environment where there is a relentless commitment to success營造一個全力以赴奔向成功的環(huán)境。Taking Responsibility承擔責任Strives for constant improvements and takes responsibility for their own performance. Takes additional responsibility and responds well to situations as they occur without supervision.不斷爭取進步,為自己的行為負責. 在沒有監(jiān)督的情況下, 也能夠視情況肩負起相應的責任.Savvy知識技能 understanding the market, the business and customers in order to create competitive advantage理解市場、生意和客人以便創(chuàng)造競爭優(yōu)勢。Customer Focus客人第一Builds and maintains relationships with internal and external customers. Understands and anticipates customers needs, takes action to address customer needs and strives to exceed customer expectations與內(nèi)部和外部客戶建立并保持良好關系；理解并預知客戶需求；采取行動滿足客人需求并不斷超越客人期望。Cultural Awareness 文化意識Understands and takes into account the global nature of the business. Works effectively with colleagues from different viewpoints, cultures and countries. 與來自不同國家擁有不同文化和觀點的員工高效地工作Understanding My Job了解本職工作Understands the job requirements and has the skills and knowledge required to perform the job well.理解工作需求,有更好工作表現(xiàn)的技能和知識.Range StatementsTeam Focused關注團隊Teamwork 團隊合作Strong強勁Consistently Exceeds Expectations 始終超出期望 Frequently Exceeds Expectations 經(jīng)常超出期望Competent 勝任Meets Expectations 達到期望Development Need 有待提高Almost Attains Expectations 幾乎達到期望Below Expectations 未達期望 Shows commitment to team objectives by collaborating with the team 承諾通過團隊合作為團隊的目標做出貢獻 Works with co-workers to achieve department/team results能夠與同事合作共同達到部門/團隊目標 Does not contribute a fair share of effort to the teams work 對團隊工作不能夠全身心投入 Acknowledges the contributions of all team members, using active listening skills積極聆聽技，能認可團隊成員貢獻 Encourages team members to work together 鼓勵團隊成員一起合作 Prefers to work alone; makes little attempt to involve others 選擇獨自工作，很少愿意他人參與 Contributes a fair share of effort to teams work; delivers on commitments to the team in a timely and efficient manner 對團隊工作及時、有效地做出貢獻 Responds quickly and fully to the requests of others 迅速回應和滿足他人的要求 Disregards the opinions of others and makes decisions independently 漠視他人的意見，獨斷專行 Develops effective working relationships with people from other departments; involves and acknowledges the contribution of other departments 與其他部門人員發(fā)展有效的工作關系；對其他部門的貢獻認可并參與 Readily shares information with team members 愿意與團隊成員分享信息 Withholds information that could benefit others 不能分享有利他人的信息 Enjoys the participation and involvement of team members 樂意于其他團隊成員的參與 Maintains positive working relationships with all departments與所有部門保持積極的工作關系 Alienates self from the team; fails to co-operate with other departments疏遠團隊，拒絕與其他部門合作 Acknowledges the skills of other team members 認可團隊成員的技能 Respects equipment and supplies of others 尊重他人的設備和用具 Fails to return or respect the resources of others 拒絕歸還或不尊重他人資源Team Focused關注團隊Developing Self 自我發(fā)展Range Statements范圍陳述 Strong強勁Consistently Exceeds Expectations 始終超出期望 Frequently Exceeds Expectations 經(jīng)常超出期望Competent 勝任Meets Expectations 達到期望Development Need 有待提高Almost Attains Expectations 幾乎達到期望Below Expectations 未達期望 Seeks feedback to improve performance on an intermittent basis 為提高工作表現(xiàn)不斷地尋求反饋 Looks for opportunities to learn new skills 尋求機遇學習新的技能 Does not see the benefit of developing existing skills or learning new ones 不愿在現(xiàn)有技能基礎上有所發(fā)展，學習新技能 Listens to feedback and attempts to incorporate changes in behaviour 聆聽反饋并嘗試在行為上有所改變 Asks others for feedback and acts on the responses 詢問他人反饋并有所行動 Does not accept feedback and/or fails to take action to respond to it 不接受反饋或?qū)Ψ答仧o動于衷 Accepts responsibility for own mistakes 為自身的錯誤承擔責任 Acknowledges areas of development and takes action to improve them 認可需要發(fā)展的方面并采取行動提高 Expects others to provide development for them 期待他人為其提供發(fā)展 Accepts opportunities to increase job knowledge when offered 抓住機會增強工作知識 Shows an interest in areas outside their immediate job 除本職工作外，對其他工作方面有興趣 Does not look for opportunities to develop beyond their day to day job requirements 不在日常工作需求基礎上尋找新的發(fā)展機會Action Oriented行動導向Adaptability 適應力Range Statements 范圍陳述Strong強勁Consistently Exceeds Expectations 始終超出期望 Frequently Exceeds Expectations 經(jīng)常超出期望Competent 勝任Meets Expectations 達到期望Development Need 有待提高Almost Attains Expectations 幾乎達到期望Below Expectations 未達期望 Adapts to change, maintaining adequate standards of performance during times of uncertainty 在不斷變化的情況下，適應變化、保持足夠的工作標準 Willingly adapts to changes in direction, priorities or work environment 愿意隨工作重點及方向的改變而改變 Reacts negatively when faced with changing priorities or a shift in work environment 面對工作重點的變化或工作環(huán)境的變化采取消極對待的態(tài)度 Suggests areas for change and ideas that may help improve current processes 對可以提高現(xiàn)行程序的想法和革新提出建議 Maintains standards of performance and co-operation during periods of change or uncertainty 在變化及不穩(wěn)定狀態(tài)下，保持工作標準和合作精神 Is resistant to change and reluctant to consider differentApproaches抵制改變或不考慮不同解決方案 Is co-operative and supportive of alternative ideas given by others in the team or in other departments 在本團隊或其他部門所提出的其他建議，采取合作和支持的態(tài)度 Handles changing plans and customer requests effectively and positively 有效、積極地處理客人要求和計劃的變動 Slow to respond to changes in work requirements 在工作中對變化反應緩慢 Recognises and takes responsibility for own mistakes; seeks feedback to improve performance 能夠勇于承認自身的過失并承擔責任并尋求反饋意見以提高工作表現(xiàn) Works constructively under time constraints and pressure, remaining calm and composed 在有限的時間和壓力下保持沉著和冷靜地工作 Has difficulty maintaining productivity during times ofstress and pressure在壓力下保持高效工作有困難Action Oriented行動導向Reliability可靠性Range Statements 范圍陳述Strong強勁Consistently Exceeds Expectations 始終超出期望 Frequently Exceeds Expectations 經(jīng)常超出期望Competent 勝任Meets Expectations 達到期望Development Need 有待提高Almost Attains Expectations 幾乎達到期望Below Expectations 未達期望 Personal presentation and attendance is a role model for other employees 個人儀表和出勤率是其他同事的表率 Adheres to company attendance and grooming policy 嚴格遵守酒店的出勤和儀表的標準 Does not adhere to attendance and grooming policies 不能嚴格遵守酒店考勤儀容儀表標準 Exceeds timelines and required standards on work priorities 在工作中超出工作標準和時間期限的表現(xiàn) Stays focused and follows through on work priorities 總是能夠抓住工作重點并能將工作落實下去 Fails to take responsibility for their work or actions 對自身工作或個人行為不能承擔負責 Completes work with energy and enthusiasm 充滿熱情和精力地完成本職工作 Completes work as assigned in a timely and consistent manner 及時一貫地完成所分配的工作 Fails to complete work as assigned in a timely and consistent manner 不能及時完成所派工作或工作表現(xiàn)不穩(wěn)定 Demonstrates a sense of urgency 有緊迫感 Applies the appropriate level of speed in completing tasks 對完成任務的速度把握較好 Does not appreciate the importance of tasks or completion 沒有意識到完成工作的重要性 Encourages and helps others to complete tasks to a higher standard 鼓勵并幫助他人完成高標準的工作任務 Ensures tasks are fully completed to the standards required 能夠確保任務完成的標準 Produces work that is inconsistent with standards and fails to check for errors工作質(zhì)量不穩(wěn)定且不能檢查并發(fā)現(xiàn)問題Passionate 工作熱情Taking Responsibility 責任心Range Statements范圍陳述Strong強勁Consistently Exceeds Expectations 始終超出期望 Frequently Exceeds Expectations 經(jīng)常超出期望Competent 勝任Meets Expectations 達到期望Development Need 有待提高Almost Attains Expectations 幾乎達到期望Below Expectations 未達期望 Holds self and others accountable for achieving results 對自身及他人負有實現(xiàn)目標的責任 Takes accountability for own performance and delivers work to required standard 對自身工作表現(xiàn)承擔責任，并且達到標準所要求 Fails to take responsibility for own mistakes 在出現(xiàn)過失時，無法承擔責任 Takes responsibility for actions and consequences 對具體行動及其結(jié)果負責 Takes initiative and responsibility for own actions 對自身行為采取主動與負責任的態(tài)度 Appears slow or late in completing assigned tasks 完成被指派工作時表現(xiàn)拖沓 Takes responsibility for keeping things running smoothly with limited supervision 在較少監(jiān)督下，對工作的正常良性運作承擔責任 Works independently and is confident in taking day to day job related decisions 可獨立工作，作與工作相關之決定時具有信心 Seeks assistance rather than attempting to find a solution 尋求他人幫助，而無法主動找尋解決方案 Demonstrates willingness to take on additional responsibilities 有承擔額外責任的愿望 Takes on additional responsibilities from time to time as required 不了在需要的時候可以承擔額外責任 Reluctant to take on additional responsibilities 不愿意承擔額外責任Savvy 知識技能Customer Focus客人第一Range Statements范圍陳述Strong強勁Consistently Exceeds Expectations 始終超出期望 Frequently Exceeds Expectations 經(jīng)常超出期望Competent 勝任Meets Expectations 達到期望Development Need 有待提高Almost Attains Expectations 幾乎達到期望Below Expectations 未達期望 Conveys an understanding of customers current needs 準確傳達客人當前需求 Understands who their customers are and their current needs 理解客人狀況及其需求 Shows a limited understanding of customers and their current needs 對客人的需求了解有限 Works effectively to meet commitments to customers/clients; looks for ways to improve customer service 工作高效實踐對客承諾；不斷尋求提高服務質(zhì)量 Seeks information from customers to better understand their needs 由客人處獲取信息，以便更好地理解他們之需求 Makes decisions without the full consideration of the customer 未對客人有足夠了解的基礎上做出決定 Periodically seeks customer feedback directly and attempts to use feedback to meet customer needs 定期直接獲取客人的反饋，并有效利用以上信息，以滿足客人需求 Exceeds agreed upon levels of customer service and customer expectations 超越客人需求 Inconsistently meets customers needs and expectations 對滿足客人需求和期望上缺乏持續(xù)性 Consistently meets commitments to customers 始終實踐對客承諾 Performs duties with the customers perspective in mind 將客人的認知或需求緊記于心 Does not perform duties with customer perspective in mind 疏忽對客人方面認知或需求的了解 Develops effective working relationships with key internal customers; works closely with others to meet expectations 與內(nèi)部客人發(fā)展有效的工作伙伴關系；與他人緊密協(xié)作以實現(xiàn)期望 Listens to customers, responds quickly and follows through to ensure guest satisfaction 為確?？腿藵M意度，傾聽客人需求，做出快速反應，并跟進到底 Fails to take ownership of customer issues 在對客過程中缺乏主人翁精神，推卸責任 Works to resolve customer problems; when asked, works independently to correct problems 致力于解決客人問題；若被要求時，可獨立解決或修正問題 Consistently exhibits appropriate customer interaction behaviours (i.e. greeting guest, eye contact, using guest name)始終保持與客人之間恰當?shù)幕有袨椋ㄈ纾簡柡蚩腿?，目光交流，使用客人姓名?Does not exhibit appropriate guest interaction behaviours (i.e. greeting guest, eye contact, using guest name) 無法始終保持與客人之間恰當?shù)幕有袨椋ㄈ纾簡柡蚩腿耍抗饨涣?，使用客人姓名）Savvy 知識技能Culture Awareness 文化意識Range Statements 范圍陳述Strong強勁Consistently Exceeds Expectations 始終超出期望 Frequently Exceeds Expectations 經(jīng)常超出期望Competent 勝任Meets Expectations 達到期望Development Need 有待提高Almost Attains Expectations 幾乎達到期望Below Expectations 未達期望 Is aware of global events and understands how they may impact the business 關注全球重大事件，知曉他們可能會對企業(yè)所造成的影響 Tries to anticipate cultural issues that are likely to impact own work 對可能對工作產(chǎn)生影響的文化因素有所預計 Fails to take cultural issues into account that would have avoided problems 不考慮由文化因素所造成的問題 Tries to adapt behaviours when working with people from different cultures or environments 與來自不同區(qū)域、擁有不同文化背景的同事相互合作時，盡量調(diào)整行為習慣 Shows an understanding of global events and recognises the impact these might have on the hotel 對全球重大事件表示理解，認識到他們可能會對酒店所產(chǎn)生的影響 Is unaware of global events or takes a narrow, country view 不關注全球重大事件或是具有狹窄的國家地域觀念 Generally keeps local cultural knowledge up-to-date when this is needed 根據(jù)需要，隨時更新當?shù)氐奈幕畔?Adapts behaviour appropriately when working with people from different cultures and countries 當與來自不同區(qū)域、擁有不同文化背景的同事相互合作時，可以適當?shù)恼{(diào)整自身行為習慣 Does not modify behaviour when working with people from different backgrounds 當與來自不同區(qū)域、擁有不同文化背景的同事相互合作時，不愿調(diào)整自身行為習慣， Takes cultural issues into account when doing own work and addresses problems as they arise 處理本職工作和解決問題時，考慮文化差異造成的因素 Treats people from diverse backgrounds with respect and acknowledges their views 尊重擁有不同背景的員工，并關注他們的觀點 Shows little appreciation for different views, customs or approaches 極少對不同的觀念、習慣和處理方法表示認同和欣賞Savvy 知識技能Understanding My Job 理解本職工作Range Statements范圍陳述Strong強勁Consistently Exceeds Expectations 始終超出期望 Frequently Exceeds Expectations 經(jīng)常超出期望Competent 勝任Meets Expectations 達到期望Development Need 有待提高Almost Attains Expectations 幾乎達到期望Below Expectations 未達期望 Broadly understands the organisations mission, strategies, strengths and weaknesses; is receptive