洲际绩效考核

INTERCONTINENTAL*HOTELSGROUPCompetencyGuideINTERCONTINENTAL*HOTELSGROUPHotelEmployees员工级TeamFocused关注团队一developingthetalent,processandcapabilityforourcurrentandfutureneeds为我们目前和未来的需求发展人才、制定程序和发挥能力。Teamwork团队合作Demonstratesco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartments.Participatesasateamplayerandestablishesstrongworkingrelationshipstodeliverpositiveresults.能与同事、上级、团队及其他部门精诚合作相互信任，且以团队一员的身份参与，建立良好工作关系以获得积极的结果。DevelopingSelf自我发展Continuallyseekstoimproveperformaneethroughindividualeffortsandwiththeassistaneeofothers.Seeksfeedbackonperformaneeandfocusesonareasofshortfall.Maximisesopportunitiesforself-development.通过个人努力和他人的协助不断改进提高。寻求反馈,关注自身不足.最大限度地为自我发展提供机会.ActionOriented行动导向一ensuringthatvisionsandstrategiesaretranslatedintospecificdeliverablesinordertogetresults确保将愿景和战略转化为可以传达的具体事物来获得结果Adaptability适应力Isopentonewideasandiswillingtomakechangesinthejobandroutineasrequired.Isabletocopeunderpressureatbusytimesandrespondspositivelytochangesintheworkplace.善于接受新观念以及工作上的变化.能够承受紧张时间的压力，对工作的变化做出积极响应Reliability可靠性Ensuresthatworkqualitymeetsthestandardsrequiredandcompletestasksinatimelyandthoroughmannerwithminimumsupervision.Followsstandards,policiesandprocedures.Meetsrequiredattendanceandgroomingstandards.保证工作质量达到所需标准，认真及时地完成工作。遵循标准、政策、程序。达到考勤及仪容仪表标准。Passionate热情一creatinganenvironmentwherethereisarelentlesscommitmenttosuccess营造个全力以赴奔向成功的环境。TakingResponsibility承担责任Strivesforconstantimprovementsandtakesresponsibilityfortheirownperformanee.Takesadditionalresponsibilityandrespondswelltosituationsastheyoccurwithoutsupervision.不断争取进步，为自己的行为负责.在没有监督的情况下，也能够视情况肩负起相应的责任.

Savvy矢口识技能一understandingthemarket,thebusinessandcustomersinordertocreatecompetitiveadvantage理解市场、生意和客人以便创造竞争优势。CustomerFocus客人第一Buildsandmaintainsrelationshipswithinternalandexternalcustomers.Understandsandanticipatescustomers'needs,takesactiontoaddresscustomerneedsandstrivestoexceedcustomerexpectations与内部和外部客户建立并保持良好关系；理解并预知客户需求；采取行动满足客人需求并不断超越客人期望。CulturalAwareness文化意识Understandsandtakesintoaccounttheglobalnatureofthebusiness.Workseffectivelywithcolleaguesfromdifferentviewpoints,culturesandcountries.与来自不冋国家拥有不冋文化和观点的员工咼效地工作UnderstandingMyJob了解本职工作Understandsthejobrequirementsandhastheskillsandknowledgerequiredtoperformthejobwell.理解工作需求，有更好工作表现的技能和知识.

Strong强劲ConsistentlyExceedsExpectation始终超出期望FrequentlyExceedsExpectation经常超出期望Competent胜任MeetsExpectations达到期望DevelopmentNeed有待提高AlmostAttainsExpectation几乎达到期望BelowExpectations未达期望ShowscommitmenttoteamobjectivesWorkswithco-workerstoachieveDoesnotcontributeafairshareofefforttothebycollaboratingwiththeteam承诺通过团队合作为团department/eamresults能够与同事合作共同达到team'swork队的目标做出贡献部门/团队目标对团队工作不能够全身心投入AcknowledgesthecontributionsofallEncouragesteammemberstoworkPreferstoworkalone;makeslittleattempttoteammembers,usingactivelisteningskills积极聆听togetherinvolveothers技，能认可团队成员贡献鼓励团队成员一起合作选择独自工作，很少愿意他人参与ContributesafairshareofefforttoRespondsquicklyandfullytotheDisregardstheopinionsofothersandmakesteam'swork;deliversoncommitmentstotheteaminrequestsofothersdecisionsindependentlyatimelyandefficientmanner对团队工作及时、有效地做出贡献迅速回应和满足他人的要求漠视他人的意见，独断专行DevelopseffectiveworkingrelationshipsReadilysharesinformationwithWithholdsinformationthatcouldbenefitotherswithpeoplefromotherdepartments;involvesandteammembers不能分享有利他人的信息acknowledgesthecontributionofotherdepartments与其他部门人员发展有效的工作关系；对其他部门的贡献认可并参与愿意与团队成员分享信息EnjoystheparticipationandinvolvementMaintainspositiveworkingAlienatesselffromtheteam;failstoco-operateofteammembersrelationshipswithalldepartments与所有部门保持withotherdepartments疏远团队，拒绝与其他部门合作乐意于其他团队成员的参与积极的工作关系AcknowledgestheskillsofotherteamRespectsequipmentandsuppliesofFailstoreturnorrespecttheresourcesofmembersothersothers认可团队成员的技能尊重他人的设备和用具拒绝归还或不尊重他人资源RangeStatementsTeamFocused关注团队Teamwork团队合作RangeStatements范围陈述TeamFocused关注团队DevelopingSelf自我发展

TeamFocused关注团队Teamwork团队合作RangeStatements范围陈述Strong强劲Competent胜任DevelopmentNeed有待提高ConsistentlyExceedsExpectation始终超出期望MeetsExpectations达到期望AlmostAttainsExpectation几乎达到期望FrequentlyExceedsExpectation经常超出期望BelowExpectations未达期望SeeksfeedbacktoimproveperformaneeLooksforopportunitiestolearnDoesnotseethebenefitofdevelopingexistingonanintermittentbasisnewskillsskillsorlearningnewones为提高工作表现不断地寻求反馈寻求机遇学习新的技能不愿在现有技能基础上有所发展，学习新技能ListenstofeedbackandattemptstoAsksothersforfeedbackandactsDoesnotacceptfeedbackand/orfailstotakeincorporatechangesinbehaviourontheresponsesactiontorespondtoit聆听反馈并尝试在行为上有所改变询问他人反馈并有所行动不接受反馈或对反馈无动于衷AcceptsresponsibilityforownmistakesAcknowledgesareasofExpectsotherstoprovidedevelopmentfor为自身的错误承担责任developmentandtakesactiontoimprovethemthem高认可需要发展的方面并采取行动提期待他人为其提供发展AcceptsopportunitiestoincreasejobShowsaninterestinareasoutsideDoesnotlookforopportunitiestodevelopknowledgewhenofferedtheirimmediatejobbeyondtheirdaytodayjobrequirements抓住机会增强工作知识兴趣除本职工作外，对其他工作方面有不在日常工作需求基础上寻找新的发展机会ActionOriented行动导向Adaptability适应力RangeStatements范围陈述Strong强劲ConsistentlyExceedsExpectation始终超出期望FrequentlyExceedsExpectation经常超出期望Competent胜任MeetsExpectations达到期望DevelopmentNeed有待提高AlmostAttainsExpectation几乎达到期望BelowExpectations未达期望Adaptstochange,maintainingadequateWillinglyadaptstochangesinReactsnegativelywhenfacedwithchangingstandardsofperformaneeduringtimesofuncertaintydirection,prioritiesorworkenvironmentprioritiesorashiftinworkenvironment在不断变化的情况下，适应变化、保持足够的工作标准愿意随工作重点及方向的改变而改面对工作重点的变化或工作环境的变化采取消极变对待的态度SuggestsareasforchangeandideasMaintainsstandardsofperformaneeIsresistanttochangeandreluctanttoconsiderthatmayhelpimprovecurrentprocessesandco-operationduringperiodsofchangeordifferent对可以提高现行程序的想法和革新提出建uncertaintyApproaches议在变化及不稳定状态下，保持工作标准和合作精神抵制改变或不考虑不同解决方案Isco-operativeandsupportiveofHandleschangingplansandSlowtorespondtochangesinworkalternativeideasgivenbyothersintheteamorincustomerrequestseffectivelyandpositivelyrequirementsotherdepartments有效、积极地处理客人要求和计划在工作中对变化反应缓慢在本团队或其他部门所提出的其他建议，采取合作和支持的态度的变动RecognisesandtakesresponsibilityforWorksconstructivelyundertimeHasdifficultymaintainingproductivityduringownmistakes;seeksfeedbacktoimproveconstraintsandpressure,remainingcalmandtimesofperformaneecomposedstressandpressure能够勇于承认自身的过失并承担责任并寻在有限的时间和压力下保持沉着和在压力下保持高效工作有困难求反馈意见以提高工作表现冷静地工作ActionOriented行动导向Reliability可靠性RangeStatements范围陈述Strong强劲ConsistentlyExceedsExpectation始终超出期望FrequentlyExceedsExpectation经常超出期望Competent胜任MeetsExpectations达到期望DevelopmentNeed有待提高AlmostAttainsExpectation几乎达到期望BelowExpectations未达期望PersonalpresentationandattendanceisAdherestocompanyattendanceDoesnotadheretoattendanceandgroomingarolemodelforotheremployees个人仪表和出勤率是andgroomingpolicypolicies其他同事的表率严格遵守酒店的出勤和仪表的标准不能严格遵守酒店考勤仪容仪表标准ExceedstimelinesandrequiredStaysfocusedandfollowsthroughFailstotakeresponsibilityfortheirworkorstandardsonworkprioritiesonworkprioritiesactions在工作中超出工作标准和时间期限的表现总是能够抓住工作重点并能将工作对自身工作或个人行为不能承担负责落实下去CompletesworkwithenergyandCompletesworkasassignedinaFailstocompleteworkasassignedinatimelyenthusiasmtimelyandconsistentmanner及时一贯地完成所andconsistentmanner充满热情和精力地完成本职工作分配的工作不能及时完成所派工作或工作表现不稳定Demonstratesasenseofurgency有紧AppliestheappropriatelevelofDoesnotappreciatetheimportaneeoftasksor迫感speedincompletingtasks对完成任务的速度把握completion较好没有意识到完成工作的重要性EncouragesandhelpsotherstoEnsurestasksarefullycompletedProducesworkthatisinconsistentwithcompletetaskstoahigherstandard鼓励并帮助他人完tothestandardsrequired能够确保任务完成的标准standardsandfailstocheckforerrors工作质量不稳定且不能成高标准的工作任务检查并发现问题

Strong强劲ConsistentlyExceedsExpectation始终超出期望FrequentlyExceedsExpectation经常超出期望Competent胜任MeetsExpectations达到期望DevelopmentNeed有待提高AlmostAttainsExpectation几乎达到期望BelowExpectations未达期望Holdsselfandothersaccountableforachievingresults对自身及他人负有实现目标的责任Takesaccountabilityforownperformaneeanddeliversworktorequiredstandard对自身工作表现承担责任，并且达到标准所要求Failstotakeresponsibilityforownmistakes在出现过失时，无法承担责任Takesresponsibilityforactionsandconsequences对具体行动及其结果负责Takesinitiativeandresponsibilityforownactions对自身行为采取主动与负责任的态度Appearssloworlateincompletingassignedtasks完成被指派工作时表现拖沓Takesresponsibilityforkeepingthingsrunningsmoothlywithlimitedsupervision在较少监督下，对工作的正常良性运作承担责任Worksindependentlyandisconfidentintakingdaytodayjobrelateddecisions可独立工作，作与工作相关之决定时具有信心Seeksassistaneeratherthanattemptingtofindasolution寻求他人帮助，而无法主动找寻解决方案Demonstrateswillingnesstotakeonadditionalresponsibilities有承担额外责任的愿望Takesonadditionalresponsibilitiesfromtimetotimeasrequired不了在需要的时候可以承担额外责任Reluctanttotakeonadditionalresponsibilities不愿意承担额外责任Passionate工作热情TakingResponsibilityPassionate工作热情TakingResponsibility责任心RangeStatements范围陈述is,Savvy知识技能CustomerFocus客人第一RangeStatements范围陈述Strong强劲ConsistentlyExceedsExpectation始终超出期望FrequentlyExceedsExpectation经常超出期望Competent胜任MeetsExpectations达到期望DevelopmentNeed有待提高AlmostAttainsExpectation几乎达到期望BelowExpectations未达期望Conveysanunderstandingofcustomers'currentneedsUnderstandswhotheircustomersareandtheircurrentneeds理解客人状况及其需Showsalimitedunderstandingofcustomersandtheircurrentneeds

准确传达客人当前需求求对客人的需求了解有限WorkseffectivelytomeetcommitmentsSeeksinformationfromcustomersMakesdecisionswithoutthefullconsiderationtocustomers/clients;looksforwaystoimprovetobetterunderstandtheirneedsofthecustomercustomerservice工作高效实践对客承诺；不断寻求提由客人处获取信息，以便更好地理未对客人有足够了解的基础上做出决定高服务质量解他们之需求PeriodicallyseekscustomerfeedbackExceedsagreeduponlevelsofInconsistentlymeetscustomersneedsanddirectlyandattemptstousefeedbacktomeetcustomerserviceandcustomerexpectationsexpectationscustomerneeds定期直接获取客人的反馈，并有效利用以上信息，以满足客人需求超越客人需求对满足客人需求和期望上缺乏持续性ConsistentlymeetscommitmentstoPerformsdutieswiththecustomer'sDoesnotperformdutieswithcustomercustomersperspectiveinmind将客人的认知或需求紧记于perspectiveinmind始终实践对客承诺心疏忽对客人方面认知或需求的了解DevelopseffectiveworkingrelationshipsListenstocustomers,respondsFailstotakeownershipofcustomerissueswithkeyinternalcustomers;workscloselywithothersquicklyandfollowsthroughtoensureguest在对客过程中缺乏主人翁精神，推卸责任tomeetexpectationssatisfaction与内部客人发展有效的工作伙伴关系；与为确保客人满意度，倾听客人需他人紧密协作以实现期望求，做出快速反应，并跟进到底Workstoresolvecustomerproblems;ConsistentlyexhibitsappropriateDoesnotexhibitappropriateguestinteractionwhenasked,worksindependentlytocorrectproblemscustomerinteractionbehaviours(i.e.greetingbehaviours(i.e.greetingguest,eyecontact,usingguest致力于解决客人问题；若被要求时，可独guest,eyecontact,usingguestname)始终保持与name)立解决或修正问题客人之间恰当的互动行为（如：问候客人，目光交无法始终保持与客人之间恰当的互动行为（如：流，使用客人姓名）问候客人，目光交流，使用客人姓名）Savvy知识技能CultureAwareness文化意识 售后服务部工资、提成、绩效考核管理方案（试行）RangeStatements范围陈述Strong强劲ConsistentlyExceedsExpectation始终超出期望FrequentlyExceedsExpectation经常超出期望Competent胜任MeetsExpectations达到期望DevelopmentNeed有待提高AlmostAttainsExpectation几乎达到期望BelowExpectations未达期望IsawareofglobaleventsandTriestoanticipateculturalissuesFailstotakeculturalissuesintoaccountthatunderstandshowtheymayimpactthebusiness关注全thatarelikelytoimpactownworkwouldhaveavoidedproblems球重大事件，知晓他们可能会对企业所造成的影响对可能对工作产生影响的文化因素有所预计不考虑由文化因素所造成的问题TriestoadaptbehaviourswhenworkingShowsanunderstandingofglobalIsunawareofglobaleventsortakesanarrow,withpeoplefromdifferentculturesorenvironmentseventsandrecognisestheimpactthesemightcountryview与来自不同区域、拥有不同文化背景的同haveonthehotel不关注全球重大事件或是具有狭窄的国家地域观事相互合作时，尽量调整行为习惯对全球重大事件表示理解，认识到他们可能会对酒店所产生的影响念GenerallykeepslocalculturalknowledgeAdaptsbehaviourappropriatelyDoesnotmodifybehaviourwhenworkingwithup-to-datewhenthisisneededwhenworkingwithpeoplefromdifferentculturespeoplefromdifferentbackgrounds根据需要，随时更新当地的文化信息andcountries当与来自不同区域、拥有不同文化背景的同事相当与来自不同区域、拥有不同文化背景的同事相互合作时，可以适当的调整自身行为习惯互合作时，不愿调整自身行为习惯，TakesculturalissuesintoaccountwhenTreatspeoplefromdiverseShowslittleappreciationfordifferentviews,doingownworkandaddressesproblemsastheyarisebackgroundswithrespectandacknowledgestheircustomsorapproaches处理本职工作和解决问题时，考虑文化差异造成的因素views极少对不同的观念、习惯和处理方法表示认同和尊重拥有不同背景的员工，并关注他们的观点欣赏Savvy知识技能UnderstandingMyJob理解本职工作RangeStatements范围陈述Strong强劲CompetentStrong强劲Competent胜任DevelopmentNeed有待提高ConsistentlyExceedsExpectation始终超出期望FrequentlyExceedsExpectation经常超出期望MeetsExpectations达到期望AlmostAttainsExpectation几乎达到期望BelowExpectations未达期望Broadlyunderstandstheorganisation'smission,strategies,strengthsandweaknesses;isrec