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1、洲际绩效考核Competency Guide Hotel Employees 员工级 Team Focused 关注团队 developing the talent, process and capability for our current and future needs 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 Demonstrates co-operation and trust with colleagues, supervisors, teams and across departments. Participates as a team playe
2、r and establishes strong 团队合作 working relationships to deliver positive results. 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。 Developing Self Continually seeks to improve performance through individual efforts and with the assistance of others. Seeks feedback on performance and focuses on 自
3、我发展 areas of shortfall. Maximises opportunities for self-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. Action Oriented 行动导向 ensuring that visions and strategies are translated into specific deliverables in order to get results 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 Is open to new ide
4、as and is willing to make changes in the job and routine as required. Is able to cope under pressure at busy times and responds 适应力 positively to changes in the workplace. 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 Ensures that work quality meets the standards required and completes tasks
5、 in a timely and thorough manner with minimum supervision. Follows 可靠性 standards, policies and procedures. Meets required attendance and grooming standards. 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 creating an environment where there is a relentless commitment to success 营造一个全力以赴奔
6、向成功的环境。 Taking Strives for constant improvements and takes responsibility for their own performance. Takes additional responsibility and responds well to situations as Responsibility they occur without supervision. 承担责任 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知识技能 understanding the market,
7、the business and customers in order to create competitive advantage 理解市场、生意和客人以便创造竞争优势。 Customer Focus Builds and maintains relationships with internal and external customers. Understands and anticipates customers needs, takes action to address customer 客人第一 needs and strives to exceed customer expe
8、ctations 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。 Cultural Understands and takes into account the global nature of the business. Works effectively with colleagues from different viewpoints, cultures and Awareness countries. 与来自不同国家拥有不同文化和观点的员工高效地工作 文化意识 Understanding Understands the job requ
9、irements and has the skills and knowledge required to perform the job well. My Job 理解工作需求,有更好工作表现的技能和知识. 了解本职工作 Section 1.11 Competency Guide Hotel Employee 1 Team Focused关注团队 Teamwork 团队合作 Range Statements Strong强劲 Competent 胜任 Development Need 有待提高 Consistently Exceeds Expectations 始终超出期望 Meets Ex
10、pectations 达到期望 Almost Attains Expectations 几乎达到期望 Frequently Exceeds Expectations 经常超出期望 Below Expectations 未达期望 Shows commitment to team objectives by collaborating with Works with co-workers to achieve department/team Does not contribute a fair share of effort to the teams work the team 承诺通过团队合作为
11、团队的目标做出贡献 results能够与同事合作共同达到部门/团队目标 对团队工作不能够全身心投入 Acknowledges the contributions of all team members, using Encourages team members to work together Prefers to work alone; makes little attempt to involve others active listening skills积极聆听技，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 Contributes a fair shar
12、e of effort to teams work; delivers on Responds quickly and fully to the requests of others Disregards the opinions of others and makes decisions commitments to the team in a timely and efficient manner 迅速回应和满足他人的要求 independently 对团队工作及时、有效地做出贡献 漠视他人的意见，独断专行 Develops effective working relationships
13、with people from Readily shares information with team members Withholds information that could benefit others other departments; involves and acknowledges the 愿意与团队成员分享信息 不能分享有利他人的信息 contribution of other departments 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 Enjoys the participation and involvement of team mem
14、bers Maintains positive working relationships with all Alienates self from the team; fails to co-operate with other 乐意于其他团队成员的参与 departments与所有部门保持积极的工作关系 departments疏远团队，拒绝与其他部门合作 Acknowledges the skills of other team members Respects equipment and supplies of others Fails to return or respect the
15、resources of others 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 Team Focused关注团队 Developing Self 自我发展 Range Statements范围陈述 Strong强劲 Competent 胜任 Development Need 有待提高 Consistently Exceeds Expectations 始终超出期望 Meets Expectations 达到期望 Almost Attains Expectations 几乎达到期望 Frequently Exceeds Expectations 经常超出期望 Belo
16、w Expectations 未达期望 Seeks feedback to improve performance on an intermittent Looks for opportunities to learn new skills Does not see the benefit of developing existing skills or learning new basis 寻求机遇学习新的技能 ones 为提高工作表现不断地寻求反馈 不愿在现有技能基础上有所发展，学习新技能 Listens to feedback and attempts to incorporate ch
17、anges in Asks others for feedback and acts on the responses Does not accept feedback and/or fails to take action to respond to it behaviour 询问他人反馈并有所行动 不接受反馈或对反馈无动于衷 聆听反馈并尝试在行为上有所改变 Accepts responsibility for own mistakes Acknowledges areas of development and takes action to Expects others to provid
18、e development for them 为自身的错误承担责任 improve them 期待他人为其提供发展 认可需要发展的方面并采取行动提高 Accepts opportunities to increase job knowledge when Shows an interest in areas outside their immediate job Does not look for opportunities to develop beyond their day to day offered 除本职工作外，对其他工作方面有兴趣 job requirements 抓住机会增强工
19、作知识 不在日常工作需求基础上寻找新的发展机会 Section 1.11 Competency Guide Hotel Employee 2 Action Oriented行动导向 Adaptability 适应力 Range Statements 范围陈述 Strong强劲 Competent 胜任 Development Need 有待提高 Consistently Exceeds Expectations 始终超出期望 Meets Expectations 达到期望 Almost Attains Expectations 几乎达到期望 Frequently Exceeds Expecta
20、tions 经常超出期望 Below Expectations 未达期望 Adapts to change, maintaining adequate standards of Willingly adapts to changes in direction, priorities or Reacts negatively when faced with changing priorities or a shift in performance during times of uncertainty work environment work environment 在不断变化的情况下，适应变
21、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变 面对工作重点的变化或工作环境的变化采取消极对待的态度 Suggests areas for change and ideas that may help improve Maintains standards of performance and co-operation Is resistant to change and reluctant to consider different current processes during periods of change or uncertainty Approaches 对可以提高现
22、行程序的想法和革新提出建议 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 Is co-operative and supportive of alternative ideas given by Handles changing plans and customer requests Slow to respond to changes in work requirements others in the team or in other departments effectively and positively 在工作中对变化反应缓慢 在本团队或其他部门所提出
23、的其他建议，采取合作和支 有效、积极地处理客人要求和计划的变动 持的态度 Recognises and takes responsibility for own mistakes; seeks Works constructively under time constraints and Has difficulty maintaining productivity during times of feedback to improve performance pressure, remaining calm and composed stress and pressure 能够勇于承认自身的
24、过失并承担责任并寻求反馈意见以 在有限的时间和压力下保持沉着和冷静地工作 在压力下保持高效工作有困难 提高工作表现 Action Oriented行动导向 Reliability可靠性 Range Statements 范围陈述 Strong强劲 Competent 胜任 Development Need 有待提高 Consistently Exceeds Expectations 始终超出期望 Meets Expectations 达到期望 Almost Attains Expectations 几乎达到期望 Frequently Exceeds Expectations 经常超出期望 Be
25、low Expectations 未达期望 Personal presentation and attendance is a role model for Adheres to company attendance and grooming policy Does not adhere to attendance and grooming policies other employees 个人仪表和出勤率是其他同事的表率 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 Exceeds timelines and required standards on work prio
26、rities Stays focused and follows through on work priorities Fails to take responsibility for their work or actions 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落实下去 对自身工作或个人行为不能承担负责 Completes work with energy and enthusiasm Completes work as assigned in a timely and consistent Fails to complete work as assigne
27、d in a timely and consistent manner 充满热情和精力地完成本职工作 manner 及时一贯地完成所分配的工作 不能及时完成所派工作或工作表现不稳定 Demonstrates a sense of urgency 有紧迫感 Applies the appropriate level of speed in completing Does not appreciate the importance of tasks or completion tasks 对完成任务的速度把握较好 没有意识到完成工作的重要性 Encourages and helps others
28、to complete tasks to a higher Ensures tasks are fully completed to the standards Produces work that is inconsistent with standards and fails to check standard 鼓励并帮助他人完成高标准的工作任务 required 能够确保任务完成的标准 for errors工作质量不稳定且不能检查并发现问题 Section 1.11 Competency Guide Hotel Employee 3 Passionate 工作热情 Taking Resp
29、onsibility 责任心 Range Statements范围陈述 Strong强劲 Competent 胜任 Development Need 有待提高 Consistently Exceeds Expectations 始终超出期望 Meets Expectations 达到期望 Almost Attains Expectations 几乎达到期望 Frequently Exceeds Expectations 经常超出期望 Below Expectations 未达期望 Holds self and others accountable for achieving results T
30、akes accountability for own performance and delivers Fails to take responsibility for own mistakes 对自身及他人负有实现目标的责任 work to required standard 在出现过失时，无法承担责任 对自身工作表现承担责任，并且达到标准所要求 Takes responsibility for actions and consequences Takes initiative and responsibility for own actions Appears slow or late
31、in completing assigned tasks 对具体行动及其结果负责 对自身行为采取主动与负责任的态度 完成被指派工作时表现拖沓 Takes responsibility for keeping things running smoothly Works independently and is confident in taking day to Seeks assistance rather than attempting to find a solution with limited supervision day job related decisions 寻求他人帮助，而
32、无法主动找寻解决方案 在较少监督下，对工作的正常良性运作承担责任 可独立工作，作与工作相关之决定时具有信心 Demonstrates willingness to take on additional Takes on additional responsibilities from time to time Reluctant to take on additional responsibilities responsibilities 有承担额外责任的愿望 as required 不了在需要的时候可以承担额外责任 不愿意承担额外责任 Savvy 知识技能 Customer Focus客人第
33、一 Range Statements范围陈述 Strong强劲 Competent 胜任 Development Need 有待提高 Consistently Exceeds Expectations 始终超出期望 Meets Expectations 达到期望 Almost Attains Expectations 几乎达到期望 Frequently Exceeds Expectations 经常超出期望 Below Expectations 未达期望 Conveys an understanding of customers current needs Understands who th
34、eir customers are and their current Shows a limited understanding of customers and their current needs 准确传达客人当前需求 needs 理解客人状况及其需求 对客人的需求了解有限 Works effectively to meet commitments to Seeks information from customers to better understand Makes decisions without the full consideration of the customer
35、customers/clients; looks for ways to improve customer their needs 未对客人有足够了解的基础上做出决定 service 工作高效实践对客承诺；不断寻求提高服务质量 由客人处获取信息，以便更好地理解他们之需求 Periodically seeks customer feedback directly and attempts Exceeds agreed upon levels of customer service and Inconsistently meets customers needs and expectations
36、to use feedback to meet customer needs customer expectations 对满足客人需求和期望上缺乏持续性 定期直接获取客人的反馈，并有效利用以上信息，以满 超越客人需求 足客人需求 Consistently meets commitments to customers Performs duties with the customers perspective in Does not perform duties with customer perspective in mind 始终实践对客承诺 mind 将客人的认知或需求紧记于心 疏忽对客
37、人方面认知或需求的了解 Develops effective working relationships with key internal Listens to customers, responds quickly and follows Fails to take ownership of customer issues customers; works closely with others to meet expectations through to ensure guest satisfaction 在对客过程中缺乏主人翁精神，推卸责任 与内部客人发展有效的工作伙伴关系；与他人紧
38、密协作 为确保客人满意度，倾听客人需求，做出快速反以实现期望 应，并跟进到底 Works to resolve customer problems; when asked, works Consistently exhibits appropriate customer interaction Does not exhibit appropriate guest interaction behaviours (i.e. independently to correct problems behaviours (i.e. greeting guest, eye contact, using gu
39、est greeting guest, eye contact, using guest name) 致力于解决客人问题；若被要求时，可独立解决或修正name)始终保持与客人之间恰当的互动行为 光交流，使用客人姓名） Section 1.11 Competency Guide Hotel Employee 4 Savvy 知识技能 Culture Awareness 文化意识 Range Statements 范围陈述 Strong强劲 Competent 胜任 Development Need 有待提高 Consistently Exceeds Expectations 始终超出期望 Mee
40、ts Expectations 达到期望 Almost Attains Expectations 几乎达到期望 Frequently Exceeds Expectations 经常超出期望 Below Expectations 未达期望 Is aware of global events and understands how they may Tries to anticipate cultural issues that are likely to Fails to take cultural issues into account that would have avoided impa
41、ct the business 关注全球重大事件，知晓他们可能会impact own work problems 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 Tries to adapt behaviours when working with people from Shows an understanding of global events and Is unaware of global events or takes a narrow, country view different cultures or environments rec
42、ognises the impact these might have on the hotel 不关注全球重大事件或是具有狭窄的国家地域观念 与来自不同区域、拥有不同文化背景的同事相互合作 对全球重大事件表示理解，认识到他们可能会对酒时，尽量调整行为习惯 店所产生的影响 Generally keeps local cultural knowledge up-to-date when Adapts behaviour appropriately when working with Does not modify behaviour when working with people from d
43、ifferent this is needed people from different cultures and countries backgrounds 根据需要，随时更新当地的文化信息 当与来自不同区域、拥有不同文化背景的同事相互 当与来自不同区域、拥有不同文化背景的同事相互合作时，不合作时，可以适当的调整自身行为习惯 愿调整自身行为习惯， Takes cultural issues into account when doing own work Treats people from diverse backgrounds with respect Shows little app
44、reciation for different views, customs or approaches and addresses problems as they arise and acknowledges their views 极少对不同的观念、习惯和处理方法表示认同和欣赏 处理本职工作和解决问题时，考虑文化差异造成的因素 尊重拥有不同背景的员工，并关注他们的观点 Savvy 知识技能 Understanding My Job 理解本职工作 Range Statements范围陈述 Strong强劲 Competent 胜任 Development Need 有待提高 Consist
45、ently Exceeds Expectations 始终超出期望 Meets Expectations 达到期望 Almost Attains Expectations 几乎达到期望 Frequently Exceeds Expectations 经常超出期望 Below Expectations 未达期望 Broadly understands the organisations mission, strategies, Clarifies own job responsibilities and looks for Makes little attempt to increase ski
46、lls or job knowledge strengths and weaknesses; is receptive to information when opportunities that will increase skills and job 没有提高工作技能和知识的意愿 it is given 清楚地理解、知晓并尊重组织的目标，策略，knowledge清楚自己的工作职责，并随时寻求机会优势和劣势 提高工作技能和知识 Has an understanding of how the business is run and has a Understands how their role fits with others and Fails to acknowledge impact of own performance and behaviour on grasp of some of the key business drivers contributes to the success of business others or the business 清楚地了解企业是如何运作的并掌握主要的运作要素 知道如何同他人相互合作，为企业成功做出努力 不能知晓自己表现和行为对企业或他
