洲际酒店集团领导能力培训

1、洲际酒店集团领导能力洲际酒店集团领导能力 成长的空间成长的空间 更多资料下载，请登陆思宁培训网 http:/ Cluster 类别类别Definition 定义定义Competencies 能力能力 Team Focused 关注团队 Working together effectively to meet business goals faster 通过有效的协同合作，更迅速的实现企业目标通过有效的协同合作，更迅速的实现企业目标 Fostering Collaboration 全面协作 Leading and Developing People 领导和发展员工 Action Oriented

2、 行动导向 Driving to achieve ambitious targets in an efficient way 以高效的方式推动长远目标的实现以高效的方式推动长远目标的实现 Drive for Results 成效驱动 Turning Vision into Action 将愿景转化为行动 Passionate 工作热情 Caring passionately about our guests and business partners, and changing to meet their needs 关注客户和商业伙伴的需求，积极做出变革关注客户和商业伙伴的需求，积极做出变革

3、 Guest / Customer efforts are focused on improving results 以达成目标为推动力；努力重心放在改善成效上 Challenges orthodox thinking and actively seeks out opportunities to explore and experiment with different, novel or new ways of doing things 挑战传统思维，积极寻求机会探索和实验不同的、创新的处理方式 Efforts are clearly focused on exceeding result

4、s; is dedicated and focused and makes personal sacrifice in order to exceed expectations 努力的重心显然是放在超越绩效上；致力于做出个人牺牲，以超越期望水平 Sets high personal standards for own performance; monitors performance against peers 设定严格的个人绩效标准；与同级同事比较，对个人绩效进行监测 行动导向：成效驱动行动导向：成效驱动 Action-Oriented 行行动导动导向向“Driving to achieve

5、 ambitious targets in an efficient way” “以高效的方式推动长远目标的实现以高效的方式推动长远目标的实现” Level 级别级别Summary 要点要点Behaviours 行为行为 Hotel Employee 酒店员工级 Corporate Band 8 总部办公室8级 Understands the importance of the job 理解工作的重要性 Knows their job and the requirements needed to deliver it 了解工作以及完成工作所需要的条件 Takes accountability

6、for own performance and works to the required standard 对个人绩效和工作达到所要求的标准负责 Hotel Supervisor 酒店主管级 Corporate Band 7 总部办公室7级 Personally focuses on details and standards 关注个人工作的细节和标 准 Checks work in a careful manner to ensure accuracy and quality 仔细检查工作内容，确保准确性和质量 Follows through on tasks and takes step

7、s to deliver high quality work 坚持完成工作任务，采取措施高质量完成 Pays close personal attention to the details of an operation and process; checks things out to ensure they are done right. 密切关注一项运作和进程的细节；检查确保各项工作处理正确。 Hotel GMs 1/2 1/2级酒店总经理 Hotel Exec teams and department heads 酒店行政委员会及部 门经理 Corporate Bands 5/6 总部

8、办公室5/6级 Monitors others ongoing performance to ensure adherence to standards 监督他人的当前绩效，确 保符合标准 Keeps others informed of activities well in advance to ensure efforts are seamlessly coordinated 让他人始终事先了解活动的情况，从而确保大家的努力得到妥善协调 Consistently takes steps to follow through, ensuring tasks are fully complete

9、d; independently checks to ensure accuracy and quality 不断采取措施，确保工作任务全部完成；独立检查并确保准确性和质量 Develops plans to ensure dead lines and standards are met 制定计划确保按时、按标准完成工作 Follows up on progress against process improvement plans, and checks they are having the desired impact on driving business performance. 根

10、据进度改善计划跟踪进度，并检查这些计划是否对推动业绩发挥预期的作用。 Keeps careful track of whether performance meets high standards or not and why. Follows up to ensure things are happening. 仔细跟踪，确定绩效是否达到高标准要求，并研究其原因。跟进并确保各项工作都得到落实。 Rigorously follows up on implementation initiatives to ensure planned results are achieved within fi

11、nancial and time constraints 严密跟踪计划的实施，确保在财务和时间限定内获得预期的成效。 Hotel GMs 3/4/5 3/4/5级酒店总经理 Corporate Bands 3/4 总部办公室3/4级 Sets up controls or goals to ensure adherence to standards 设定对照标准或目标，并 确保达成标准 Develops and follows realistic plans, action steps and timetables for projects and priorities; ensures co

12、mpletion on time and to high standards 为项目和工作重点制定并跟进实际可行的计划、行动步骤和时间表；确保准时、高标准的完成 Plans broad action steps and timetables and generally follows these through to completion of tasks or projects in a timely and efficient way 制定主要的行动步骤和时间表，以及时高效的方式从总体上跟踪任务或项目的完成 Sets specific, clear performance objectiv

13、es, standards, accountabilities, and process goals for individuals or groups, with measurements 为个人或团队设定具体、明确的绩效目标、标准、责任、进度目标、以及相应的测评方法 Ensures Standards Are Met: Ensures that everyone adheres to defined business processes, including reporting processes and standards 确保达成标准：确保每个人严格遵守规定的工作流程，包括报告流程和标

14、准 行动导向：将愿景转化为行动行动导向：将愿景转化为行动 Passionate 工作工作热热情情“Caring passionately about our guests and business partners, and changing to meet their needs” “关注客户和商业伙伴的需求，积极做出变革关注客户和商业伙伴的需求，积极做出变革” Level 级别级别Summary 要点要点Behaviours 行为行为 Hotel Employee 酒店员工级 Corporate Band 8 总部办公室8级 Responds appropriately to guest

15、requests and builds knowledge as needed 正确响应客户的要求，积累所 需的相关知识 Performs duties with the guests / colleagues perspective in mind 履行职责时牢记客户/同事的想法 Works to resolve guest problems 设法解决客户的问题 Will respond to guest/colleague requests in an appropriate manner 能够正确响应客户/同事提出的要求 Knows immediate working area e.g.

16、 Hotel Operations 了解直接的工作领域，如酒店运营 Hotel Supervisor 酒店主管级 Corporate Band 7 总部办公室7级 Understands guests and the market 理解客户的需求和市场 Gathers information in order to build basic understanding of the market and how guests use IHGs products and services 收集信息，从而建立对市场以及客户使用洲际酒店集团产品和服务情况的基本了解 Understands and co

17、mmunicates who their guests are and their current needs 了解和沟通谁是客户以及他们当前的需求 Works effectively to meet commitments to guests/colleagues 积极有效的兑现对客户/同事的承诺 Responds to feedback and seeks ways to improve service 对反馈意见做出响应，并寻求改进服务的途径 Hotel GMs 1/2 1/2级酒店总经理 Hotel Exec teams and department heads 酒店行政委员会及部 门

18、经理 Corporate Bands 5/6 总部办公室5/6级 Knows own market well, and delivers against guests needs 充分了解市场，并满足客户的需求 Develops detailed understanding of the market and guests needs 培养对市场和客户需求的详细理解 Proactively gathers and utilises guest feedback to constantly improve the quality of customer service 积极收集和利用客户的反馈意

19、见，不断提升客户服务的质量 Acts in a timely manner to translate industry and market trends into valuable programmes and strategies 及时行动，将行业和市场趋势转化为有价值的计划和战略 Consistently meets agreed levels of customer service and guest expectations 始终如一的达到约定的客户服务水平和客户期望水平 Communicates good and bad news to guests/colleagues in a

20、 timely manner 及时将好消息和坏消息与客户/同事沟通 Hotel GMs 3/4/5 3/4/5级酒店总经理 Corporate Bands 3/4 总部办公室3/4级 Knows market and guest perspective intimately and anticipates requirements 透彻了解市场和客户的想法，并预见 他们的需求 Anticipates evolving market and guest needs and how the organization can address them with current or new prod

21、ucts/services 预测市场和客户需求的进化趋势，以及组织能够如何以现有或未来的新产品/服务加以应对 Understands how the guest perceives their own business relative to competition or market 了解客户在竞争或市场方面如何看待其自身的业务 Looks for new ways of exceeding guest expectations 寻找超越客户期望值的新途径 Understands business partners organizations/cultures, and how things

22、 get done 理解商业合作伙伴的组织结构/文化，以及运作模式 Develops measurable guest-specific key performance indicators 建立针对客户的可衡量的关键绩效指标 工作热情：关注客户与市场工作热情：关注客户与市场 Passionate 工作工作热热情情“Caring passionately about our guests and business partners, and changing to meet their needs” “关注客户和商业伙伴的需求，积极做出变革关注客户和商业伙伴的需求，积极做出变革” Level

23、级别级别Summary 要点要点Behaviours 行为行为 Hotel Employee 酒店员工级 Corporate Band 8 总部办公室8级 Supports required changes 支持所需的变革 Understands things need changing sometimes 对事物有时需要改变能够理解 Handles plans to change things in a constructive and practical way 通过建设性且实际可行的方式处理变革计划 Implements change when asked what to do 需要时根

24、据要求实施变革 Hotel Supervisor 酒店主管级 Corporate Band 7 总部办公室7级 Creates a positive environment for change 为变革创造一个积极的环境 Shows openness to new ideas and opportunities to improve current practices 乐于接纳有助于改进目前工作方式的新想法和机遇 Adapts readily to changing priorities and work demands 工作内容的优先顺序和要求改变时，乐于自我调整和适应 Expresses

25、positive feelings about change 面对变化表现出积极的态度 Hotel GMs 1/2 1/2级酒店总经理 Hotel Exec teams and department heads 酒店行政委员会及部门经 理 Corporate Bands 5/6 总部办公室5/6级 Makes change happen 落实变革 Challenges the way things are done: identifies areas requiring change and suggests ideas to support the change 挑战传统的工作方式：发掘需要

26、变革的领域，并提出建议和意见支持变革 Provides communication about reasons for change and outlines course of change 提供需要变革的理由，概括性阐述变革的过程 Motivates team to take part actively in making change successful 激励团队积极参与变革，从而使变革能够获得成功 Anticipates the difficulties in change and helps stakeholders make the decisions needed to mov

27、e change forward quickly 预见变革将面临的困难，帮助相关人员做出迅速推进变革所需要的决策 Hotel GMs 3/4/5 3/4/5级酒店总经理 Corporate Bands 3/4 总部办公室3/4级 Advocates change 倡导变革 Communicates a clear and convincing vision, whether or not they originated it 传达一个清晰而具说服力的愿景，无论是否由自己原创 Sets clear targets in line with a larger change effort to fo

28、cus people on accomplishing the change 设定与变革大计划相一致的明确的目标，使员工集中全力完成变革 Encourages others to seek innovative and novel ways of doing things by making the case for change and explaining their role in it 鼓励他人探索创新和不寻常的工作方法，提出需要变革的理由，并解释每个人在其中的作用 Helps people come to terms with the need for change 帮助员工对变革的

29、需要做出让步 Demonstrates expertise in knowing and applying well-researched change management approaches 了解和应用经过充分研究的变革管理方法，并显示出专业水平 工作热情：主导变革工作热情：主导变革 Savvy 业务业务技能技能“Knowing what it takes to beat our competitors, both now and in the future” “了解现在和将来要击败竞争对手所需要的条件了解现在和将来要击败竞争对手所需要的条件” Level 级别级别Summary 要点要

30、点Behaviours 行为行为 Hotel Employee 酒店员工级 Corporate Band 8 总部办公室8级 Understands todays issues 了解当前的焦点问题 Thinks through present problems and issues 彻底思考当前的问题和重心 Responds appropriately 做出正确响应 Hotel Supervisor 酒店主管级 Corporate Band 7 总部办公室7级 Understands short-term opportunities for change 了解短期的变革机会 Understan

31、ds this years business challenges 了解本年度所面临的工作挑战 Sees specific opportunities for immediate improvement within own business area 看到自己业务领域中能够迅速改进的具体机会 Creates plans that take into account the major current market needs and conditions 制定计划时考虑到当前主要的市场需求和环境 Hotel GMs 1/2 1/2级酒店总经理 Hotel Exec teams and dep

32、artment heads 酒店行政委员会及部门经理 Corporate Bands 5/6 总部办公室5/6级 Shapes medium-term priorities 策划中期的发展重心 Leads the business with a clear focus on evolving priorities within a two year horizon 为企业设定两年期限内明确的发展重点 Understands own business within group and industry context 了解自己的业务在集团和业内的作用 Frames the right strat

33、egic questions for their area of the business 拟定所在业务范围内的正确的战略事项 Adapts short term plans as business priorities evolve for the company 随着公司商业重点的发展变化，调整短期计划 Hotel GMs 3/4/5 3/4/5级酒店总经理 Corporate Bands 3/4 总部办公室3/4级 Defines strategy for own area of the business 定义自身业务领域的发展战略 Plans for evolving prioriti

34、es for the business within 3-5 year horizon and incorporates understanding of other relevant industries 结合对其他相关行业的了解，规划企业在3-5年期限内的发展重点 Integrates all relevant business policies, strategies and programmes into the definition of a business unit/ product/ functional strategy 综合所有相关的商业政策、战略和计划，制定一项有关事业部

35、门/产品/职能的战略 Develops distinctive strategies to grow the business and achieve sustainable competitive advantage in the market 制定独特的企业发展战略，并在市场中获得可持续竞争优势 Asks questions which open up new ways of seeing the company or its industry 提出问题，能够在如何看待公司及其所在行业上开拓新的思路 业务技能：战略思维业务技能：战略思维 Savvy 业务业务技能技能“Knowing wha

36、t it takes to beat our competitors, both now and in the future” “了解现在和将来要击败竞争对手所需要的条件了解现在和将来要击败竞争对手所需要的条件” Level 级别级别Summary 要点要点Behaviours 行为行为 Hotel Employee 酒店员工级 Corporate Band 8 总部办公室8级 Cares about the success of the business 关心企业成功 Understands the importance of their own role in achieving busi

37、ness success 理解自己的角色在企业获得成功过程中的重要性 Cares about overall results 关心整体成效 Hotel Supervisor 酒店主管级 Corporate Band 7 总部办公室7级 Understands how the business makes money 了解企业如何盈利 Focuses on the major factors necessary to ensure that the business is successful and profitable 关注确保企业成功和盈利所必需的主要因素 Understands the

38、key profit drivers for area and sees how area/function contributes to the profitability of the business 了解所在领域的主要利润推动力，理解本领域/职能如何对企业盈利能力做出贡献 Hotel GMs 1/2 1/2级酒店总经理 Hotel Exec teams and department heads 酒店行政委员会及部 门经理 Corporate Bands 5/6 总部办公室5/6级 Identifies opportunities to improve profitability of own area 寻找机会提高所在领域的盈利能力 Understands the impact of business decisions on key financial indicators and outcomes 理解商业决策对关键财务指标和结果的影响 Identifies opportunities in own a