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1、 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 团队合作 Demonstrates co—operation and trust with colleagues, supervisors， teams and across departments。 Participates
2、as a team player and establishes strong 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 自我发展 Continually seeks to improve performance through individual efforts and with the assistance of others。 Seeks feedback on performa
3、nce and focuses on 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 Adaptabilit
4、y 适应力 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 Ensures that work quality meets the standard
5、s 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 co
6、mmitment to success 营造一个全力以赴奔向成功的环境. Taking Responsibility 承担责任 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. S
7、avvy知识技能– understanding the market， 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 客人第一 Builds and maintains relationships with internal and external customers. Understands and anticipates customers’ needs, takes action to address customer
8、needs and strives to exceed customer expectations 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 Awareness 文化意识 Understands and takes into account the global nature of the business. Works effectively with colleagues from different viewpoints, cultures and countries。 与来自不同国家拥有不同文化和观点的
9、员工高效地工作 Understanding My Job 了解本职工作 Understands the job requirements and has the skills and knowledge required to perform the job well。 理解工作需求，有更好工作表现的技能和知识。 Range Statements Team Focused关注团队 Teamwork 团队合作 Strong强劲 Consistently Exceeds Expectations 始终超出期望 Frequently Exceeds Expectations 经
10、常超出期望 Competent 胜任 Meets Expectations 达到期望 Development Need 有待提高 Almost Attains Expectations 几乎达到期望 Below Expectations 未达期望 · Shows commitment to team objectives by collaborating with the team 承诺通过团队合作为团队的目标做出贡献 · Works with co-workers to achieve department/team results能够与同事合作共同达到部门/团队目标 · D
11、oes not contribute a fair share of effort to the team’s work · 对团队工作不能够全身心投入 · Acknowledges the contributions of all team members， using active listening skills积极聆听技，能认可团队成员贡献 · Encourages team members to work together · 鼓励团队成员一起合作 · Prefers to work alone; makes little attempt to involve other
12、s · 选择独自工作，很少愿意他人参与 · Contributes a fair share of effort to team’s work； delivers on commitments to the team in a timely and efficient manner · 对团队工作及时、有效地做出贡献 · Responds quickly and fully to the requests of others · 迅速回应和满足他人的要求 · Disregards the opinions of others and makes decisions independ
13、ently · 漠视他人的意见，独断专行 · Develops effective working relationships with people from other departments; involves and acknowledges the 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 · Readily shares information with team members · 愿意与团队成员分享信息 · Withholds information that could be
14、nefit others · 不能分享有利他人的信息 · Enjoys the participation and involvement of team members · 乐意于其他团队成员的参与 · Maintains positive working relationships with all departments与所有部门保持积极的工作关系 · Alienates self from the team; fails to co—operate with other departments疏远团队，拒绝与其他部门合作 · Acknowledges the skills
15、of other team members · 认可团队成员的技能 · Respects equipment and supplies of others · 尊重他人的设备和用具 · Fails to return or respect the resources of others · 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 Consistently Exceeds Expectations 始终超出期望 Frequently Excee
16、ds Expectations 经常超出期望 Competent 胜任 Meets Expectations 达到期望 Development Need 有待提高 Almost Attains Expectations 几乎达到期望 Below Expectations 未达期望 · Seeks feedback to improve performance on an intermittent basis · 为提高工作表现不断地寻求反馈 · Looks for opportunities to learn new skills · 寻求机遇学习新的技能 · Does
17、not see the benefit of developing existing skills or learning new ones · 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 changes in behaviour · 聆听反馈并尝试在行为上有所改变 · Asks others for feedback and acts on the responses · 询问他人反馈并有所行动 · Does not accept feedback and/or fails to
18、take action to respond to it · 不接受反馈或对反馈无动于衷 · Accepts responsibility for own mistakes · 为自身的错误承担责任 · Acknowledges areas of development and takes action to improve them · 认可需要发展的方面并采取行动提高 · Expects others to provide development for them · 期待他人为其提供发展 · Accepts opportunities to increase job k
19、nowledge when offered · 抓住机会增强工作知识 · Shows an interest in areas outside their immediate job · 除本职工作外，对其他工作方面有兴趣 · Does not look for opportunities to develop beyond their day to day job requirements · 不在日常工作需求基础上寻找新的发展机会 Action Oriented行动导向 Adaptability 适应力 Range Statements 范围陈述 Strong强劲
20、Consistently Exceeds Expectations 始终超出期望 Frequently Exceeds Expectations 经常超出期望 Competent 胜任 Meets Expectations 达到期望 Development Need 有待提高 Almost Attains Expectations 几乎达到期望 Below Expectations 未达期望 · Adapts to change， maintaining adequate standards of performance during times of uncertainty
21、 · 在不断变化的情况下，适应变化、保持足够的工作标准 · Willingly adapts to changes in direction, priorities or work environment · 愿意随工作重点及方向的改变而改变 · Reacts negatively when faced with changing priorities or a shift in work environment · 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 impr
22、ove current processes · 对可以提高现行程序的想法和革新提出建议 · Maintains standards of performance and co—operation during periods of change or uncertainty · 在变化及不稳定状态下，保持工作标准和合作精神 · Is resistant to change and reluctant to consider different Approaches 抵制改变或不考虑不同解决方案 · Is co-operative and supportive of alter
23、native ideas given by others in the team or in other departments · 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 · Handles changing plans and customer requests effectively and positively · 有效、积极地处理客人要求和计划的变动 · Slow to respond to changes in work requirements · 在工作中对变化反应缓慢 · Recognises and takes responsibility f
24、or own mistakes; seeks feedback to improve performance · 能够勇于承认自身的过失并承担责任并寻求反馈意见以提高工作表现 · Works constructively under time constraints and pressure, remaining calm and composed · 在有限的时间和压力下保持沉着和冷静地工作 · Has difficulty maintaining productivity during times of stress and pressure 在压力下保持高效工作有困难 Ac
25、tion Oriented行动导向 Reliability可靠性 Range Statements 范围陈述 Strong强劲 Consistently Exceeds Expectations 始终超出期望 Frequently Exceeds Expectations 经常超出期望 Competent 胜任 Meets Expectations 达到期望 Development Need 有待提高 Almost Attains Expectations 几乎达到期望 Below Expectations 未达期望 · Personal presentation
26、and attendance is a role model for other employees 个人仪表和出勤率是其他同事的表率 · Adheres to company attendance and grooming policy · 严格遵守酒店的出勤和仪表的标准 · Does not adhere to attendance and grooming policies · 不能严格遵守酒店考勤仪容仪表标准 · Exceeds timelines and required standards on work priorities · 在工作中超出工作标准和时间期限的表现
27、 · Stays focused and follows through on work priorities · 总是能够抓住工作重点并能将工作落实下去 · Fails to take responsibility for their work or actions · 对自身工作或个人行为不能承担负责 · Completes work with energy and enthusiasm · 充满热情和精力地完成本职工作 · Completes work as assigned in a timely and consistent manner 及时一贯地完成所分配的工作
28、 · Fails to complete work as assigned in a timely and consistent manner · 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 tasks 对完成任务的速度把握较好 · Does not appreciate the importance of tasks or completion · 没有意识到完成工作的重要性 · Encoura
29、ges and helps others to complete tasks to a higher standard 鼓励并帮助他人完成高标准的工作任务 · Ensures tasks are fully completed to the standards required 能够确保任务完成的标准 · Produces work that is inconsistent with standards and fails to check for errors工作质量不稳定且不能检查并发现问题 Passionate 工作热情 Taking Responsibility 责任心 Ra
30、nge Statements范围陈述 Strong强劲 Consistently Exceeds Expectations 始终超出期望 Frequently Exceeds Expectations 经常超出期望 Competent 胜任 Meets Expectations 达到期望 Development Need 有待提高 Almost Attains Expectations 几乎达到期望 Below Expectations 未达期望 · Holds self and others accountable for achieving results · 对自身
31、及他人负有实现目标的责任 · Takes accountability for own performance and delivers work to required standard · 对自身工作表现承担责任，并且达到标准所要求 · Fails to take responsibility for own mistakes · 在出现过失时,无法承担责任 · Takes responsibility for actions and consequences · 对具体行动及其结果负责 · Takes initiative and responsibility for o
32、wn actions · 对自身行为采取主动与负责任的态度 · Appears slow or late in completing assigned tasks · 完成被指派工作时表现拖沓 · Takes responsibility for keeping things running smoothly with limited supervision · 在较少监督下，对工作的正常良性运作承担责任 · Works independently and is confident in taking day to day job related decisions · 可独立工
33、作，作与工作相关之决定时具有信心 · Seeks assistance rather than attempting to find a solution · 寻求他人帮助,而无法主动找寻解决方案 · Demonstrates willingness to take on additional responsibilities 有承担额外责任的愿望 · Takes on additional responsibilities from time to time as required 不了在需要的时候可以承担额外责任 · Reluctant to take on additional
34、 responsibilities · 不愿意承担额外责任 Savvy 知识技能 Customer Focus客人第一 Range Statements范围陈述 Strong强劲 Consistently Exceeds Expectations 始终超出期望 Frequently Exceeds Expectations 经常超出期望 Competent 胜任 Meets Expectations 达到期望 Development Need 有待提高 Almost Attains Expectations 几乎达到期望 Below Expectations 未达
35、期望 · Conveys an understanding of customers' current needs · 准确传达客人当前需求 · Understands who their customers are and their current needs 理解客人状况及其需求 · Shows a limited understanding of customers and their current needs · 对客人的需求了解有限 · Works effectively to meet commitments to customers/clients； look
36、s for ways to improve customer service 工作高效实践对客承诺;不断寻求提高服务质量 · Seeks information from customers to better understand their needs · 由客人处获取信息，以便更好地理解他们之需求 · Makes decisions without the full consideration of the customer · 未对客人有足够了解的基础上做出决定 · Periodically seeks customer feedback directly and atte
37、mpts to use feedback to meet customer needs · 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 · Exceeds agreed upon levels of customer service and customer expectations · 超越客人需求 · Inconsistently meets customers needs and expectations · 对满足客人需求和期望上缺乏持续性 · Consistently meets commitments to customers · 始终实践对客承诺
38、 · Performs duties with the customer’s perspective in mind 将客人的认知或需求紧记于心 · Does not perform duties with customer perspective in mind · 疏忽对客人方面认知或需求的了解 · Develops effective working relationships with key internal customers； works closely with others to meet expectations · 与内部客人发展有效的工作伙伴关系；与他人
39、紧密协作以实现期望 · Listens to customers， responds quickly and follows through to ensure guest satisfaction · 为确保客人满意度，倾听客人需求,做出快速反应，并跟进到底 · Fails to take ownership of customer issues · 在对客过程中缺乏主人翁精神，推卸责任 · Works to resolve customer problems； when asked， works independently to correct problems · 致力于解
40、决客人问题;若被要求时，可独立解决或修正问题 · Consistently exhibits appropriate customer interaction behaviours （i.e. greeting guest， eye contact, using guest name）始终保持与客人之间恰当的互动行为（如:问候客人，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) · 无法
41、始终保持与客人之间恰当的互动行为（如：问候客人，目光交流，使用客人姓名) Savvy 知识技能 Culture Awareness 文化意识 Range Statements 范围陈述 Strong强劲 Consistently Exceeds Expectations 始终超出期望 Frequently Exceeds Expectations 经常超出期望 Competent 胜任 Meets Expectations 达到期望 Development Need 有待提高 Almost Attains Expectations 几乎达到期望 Below Expect
42、ations 未达期望 · Is aware of global events and understands how they may impact the business 关注全球重大事件，知晓他们可能会对企业所造成的影响 · Tries to anticipate cultural issues that are likely to impact own work · 对可能对工作产生影响的文化因素有所预计 · Fails to take cultural issues into account that would have avoided problems · 不考虑由文
43、化因素所造成的问题 · Tries to adapt behaviours when working with people from different cultures or environments · 与来自不同区域、拥有不同文化背景的同事相互合作时，尽量调整行为习惯 · Shows an understanding of global events and recognises the impact these might have on the hotel · 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 · Is unaware of global eve
44、nts or takes a narrow, country view · 不关注全球重大事件或是具有狭窄的国家地域观念 · Generally keeps local cultural knowledge up-to—date when this is needed · 根据需要，随时更新当地的文化信息 · Adapts behaviour appropriately when working with people from different cultures and countries · 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 ·
45、Does not modify behaviour when working with people from different backgrounds · 当与来自不同区域、拥有不同文化背景的同事相互合作时，不愿调整自身行为习惯， · Takes cultural issues into account when doing own work and addresses problems as they arise · 处理本职工作和解决问题时，考虑文化差异造成的因素 · Treats people from diverse backgrounds with respect an
46、d acknowledges their views · 尊重拥有不同背景的员工,并关注他们的观点 · Shows little appreciation for different views， customs or approaches · 极少对不同的观念、习惯和处理方法表示认同和欣赏 Savvy 知识技能 Understanding My Job 理解本职工作 Range Statements范围陈述 Strong强劲 Consistently Exceeds Expectations 始终超出期望 Frequently Exceeds Expectations
47、 经常超出期望 Competent 胜任 Meets Expectations 达到期望 Development Need 有待提高 Almost Attains Expectations 几乎达到期望 Below Expectations 未达期望 · Broadly understands the organisation's mission, strategies， strengths and weaknesses; is receptive to information when it is given 清楚地理解、知晓并尊重组织的目标，策略,优势和劣势 · Clarif
48、ies own job responsibilities and looks for opportunities that will increase skills and job knowledge清楚自己的工作职责，并随时寻求机会提高工作技能和知识 · Makes little attempt to increase skills or job knowledge · 没有提高工作技能和知识的意愿 · Has an understanding of how the business is run and has a grasp of some of the key business
49、drivers · 清楚地了解企业是如何运作的并掌握主要的运作要素 · Understands how their role fits with others and contributes to the success of business · 知道如何同他人相互合作，为企业成功做出努力 · Fails to acknowledge impact of own performance and behaviour on others or the business · 不能知晓自己表现和行为对企业或他人产生影响 · Broadly understands the impact
50、of external events on the organisation’s plans 清楚理解外部环境对组织计划的影响 · Understands the hotel’s facilities， products and services · 了解酒店设施、产品和服务 · Lacks knowledge of hotel services, facilities and promotions · 酒店设施、产品和服务知识匮乏 · Has an understanding how own role fits in the wider context of the busines
©2010-2026 宁波自信网络信息技术有限公司 版权所有
客服电话：0574-28810668 投诉电话：18658249818
浙ICP备2021020529号-1 | 浙B2-20240490
关注我们 ：
