洲际酒店集团领导能力,,成长的空间,更多资料下载，请登陆思宁培训网 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,Fostering Collaboration,,全面协作,,Leading and Developing People,,领导和发展员工,Action Oriented,,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,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,,Guest / Customer & Market Focus,,关注客户与市场,,Championing Change,,主导变革,Savvy,,业务技能,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,,Strategic Thinking,,战略思维,,Understanding our Business,,了解业务,Winning Ways,,致胜之道,,Demonstrating Winning Ways across the business whether we are assisting guests, working with business partners, or helping each other,,在工作的各个领域，不论是服务宾客、与商业伙伴的合作，还是同事间的互助，都显示出致胜之道的行为准则。
Do The Right Thing,做对的事,,Aim Higher,追求卓越,,Show We Care,体现关爱,,Celebrate Difference,求同存异,,Work Better Together,协作共赢,,洲际酒店集团领导能力,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”,Level,级别,Summary,要点,Behaviours,行为,Hotel Employee,,酒店员工级,,Corporate Band 8,,总部办公室,8,级,Supports colleagues,,给予同事支持,Understands that helping colleagues is important,理解为同事提供帮助的重要性,,Focuses on completing own tasks, but responds quickly to requests for help,以完成自己的工作任务为重心，但对需要帮助的同事做出迅速反应,,Identifies how to help others complete their tasks,明确怎样帮助他人完成工作任务,Hotel Supervisor,,酒店主管级,,Corporate Band 7,,总部办公室,7,级,Supports colleagues,,给予同事支持,Builds support and shares information as needed with others within and outside of the organisation,,为组织内外的同事提供所需的支持，分享所需的信息,,Offers help,提供帮助,,Participates in teams,参与团队合作,,Provides assistance and support as needed to ensure projects are co-ordinated,提供所需的协助和支持，确保项目的协调,,Shares information with others readily,愿意与他人分享信息,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,Actively partners with colleagues,,积极与同事全面协作,Recognises others’ agendas and adapts behaviour to different situations,认可他人的日程安排，针对不同情况调整自己的行为,,Builds a network across different levels of the organisation and stays in touch with people,,与组织内各级同事建立关系网络，并保持联系,,Asks questions, tests assumptions and openly discusses issues,提出疑问、检验假设、开诚布公地讨论问题,,Acknowledges the contributions of others by listening and building on suggestions,,通过聆听和征求建议表示对他人所做贡献的认可,,Actively shares information and encourages others to do the same,积极分享信息，鼓励他人也进行分享,,Works with others to reach consensus and resolve differences of opinion or conflict,,与他人协调沟通，达成一致意见，解决意见分歧或冲突,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,,Motivates others to collaborate,,激励他人全面协作,Establishes strong working relationships with people across different levels of the organisation (e.g., with senior management, with subordinates and with peers) and manages these relationships to achieve results,,与组织内各级同事建立牢固的工作关系（例如，与高级管理层、下属和同级别同事），并运用这些关系实现成效,,Actively seeks input in decision-making,决策过程中积极寻求意见建议,,Shows others how their objectives align with their own,向他人展示工作目标如何与个人目标统一,,Anticipates the implications of decisions and actions for other areas of the organisation and actively takes account of these perspectives,预测到决策和行动对组织的其他领域的影响，并积极考虑这些因素,,Anticipates and plans for how different cultures will react to initiatives,预测不同文化对项目的反应并制定计划,,Proactively looks to involve and inform others and build strong and lasting relationships,,积极寻找机会让他人参与和了解，并建立牢固持久的关系,关注团队：全面协作,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”,Level,级别,Summary,要点,Behaviours,行为,Hotel Employee,,酒店员工级,,Corporate Band 8,,总部办公室,8,级,Develops self, and gives clear directions as needed,,发展自我，并能根据需要给予清晰的指示,Works to understand own development needs and seeks help to address them,,努力了解自身的发展需求，并寻求获得这些发展所需的帮助,,Tells people what they need to do where appropriate,在任何适当的场合，能够告诉员工需要做什么,,Expects people to follow appropriate instructions without needing a lot of supervision,,期望员工会正确遵循指示，而不需要大量监督,,Looks for opportunities to develop own skills,寻求机会发展自身技能,,Gives constructive feedback on what people are doing wrong and how to improve,,对员工的错误提供建设性的反馈意见和改进的方法,Hotel Supervisor,,酒店主管级,,Corporate Band 7,,总部办公室,7,级,Explains what to do and why,,阐述工作任务及其原因,Communicates goals and objectives and makes links with organisational goals,,沟通传达目标和目的，并与组织的目标建立关联,,Assigns tasks, setting clear, specific performance objectives, standards, and accountability,,分配工作任务，设定明确具体的绩效目标、标准和责任,,Tells people what they did right and wrong and explains what good would look like,,指出员工在工作中的正确和错误之处，并对期望的最佳表现给予详细说明,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,Allows input from the team,,愿意接纳团队的贡献,Considers the input of others in decisions that affect them,制定对他人有影响的决策时考虑他人的意见,,Considers others’ capabilities when assigning activities and projects,分配活动和项目时考虑他人的能力,,Holds self and others accountable for achieving results: establishes specific and efficient follow-up mechanisms to track progress,由自己和他人对实现绩效负责：建立具体有效的跟进机制，对项目进度进行跟踪,,Provides specific and constructive feedback when results are not up to expectations,,当结果未达到预期目标时，提供具体而有建设性的反馈意见,,Helps others develop their skills,帮助他人发展个人技能,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,Actively involves the team,,积极鼓励团队参与,Actively engages the team to develop plans and resolve issues through collaborative problem solving,,通过合力协作解决问题，使团队积极参与计划的制定和问题的解决过程,,Gains commitment using logic,运用合理的逻辑推理，获得员工的承诺,,Understands and leverages the major strengths and weaknesses of team members,,了解团队成员的主要优势和不足，并加以平衡运用,,Monitors ongoing performance and progress and stays focused on what is critical to team success,,监督当前的绩效和进度，保持对团队成功核心因素的关注,,Appropriately recognises and rewards individuals and the team for their achievements,正确认可和奖励个人及团队所做贡献,,Provides behavioural feedback linked to systematic personal development,提供与个人发展的系统规划相关的行为反馈意见,关注团队：领导和发展员工,Action-Oriented,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,”,Level,级别,Summary,要点,Behaviours,行为,Hotel Employee,,酒店员工级,,Corporate Band 8,,总部办公室,8,级,Works hard to perform assigned tasks,,努力完成所分配的工作任务,Clearly understands assigned roles and responsibilities,清楚理解所分配的工作角色和职责,,Stays focused and follows through on work priorities,明确和坚持工作重心并贯彻完成,,Works hard to perform work assigned without needing supervision,无需监督，努力完成所分配的工作任务,,Applies appropriate level of speed to completing tasks,以适当的速度完成工作,Hotel Supervisor,,酒店主管级,,Corporate Band 7,,总部办公室,7,级,Strives to deliver consistently,,力争始终如一的完成工作,Takes immediate action when needed consistently working without close supervision, making effective decisions independently,需要时能够立即行动，无需近距离监督而能保持始终如一的工作状态，独立进行有效的决策,,Strives to meet commitments to others despite difficulties or obstacles,面对困难或障碍力争兑现对他人的承诺,,Closely monitors goals, acting promptly to help goals be achieved,密切关注目标的进程，迅速行动帮助达成目标,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,Consistently delivers,,始终如一的完成工作,Committed to meeting tough deadlines, delivering work with sufficient time to make changes, and can always be relied upon to meet commitments to others,,尽职尽责的在紧张的期限内完成工作，给予充裕的时间进行修改，在兑现对他人的承诺上始终可以信赖,,Persists in the face of obstacles, working to achieve quick and effective resolution of outstanding issues,,面对障碍坚持不懈，努力做到迅速有效的解决问题,,Consistently uses specific performance measures to track progress and improve future performance,,不断使用具体的绩效评估方法跟踪进度，并提升将来的绩效水平,,Puts into place preventative measures and alternative plans to pre-empt crises,,准备预防措施和备用计划以防范风险,,Focuses self on achieving results and is not easily distracted,注意力集中在达成绩效上，不会轻易分心,,Puts in extra effort and time to meet organisational goals,投入额外的努力和时间，达成组织的目标,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,Delivers beyond expectations,,工作完成超出预期,Sets and achieves challenging goals in order to increase revenues and results beyond what is expected,,设定和达成有挑战的目标，从而增加收入和成效，超出预期水平,,Is motivated by beating goals; 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 results; 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,Action-Oriented,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,”,Level,级别,Summary,要点,Behaviours,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 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 steps 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 completed; 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 financial 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 completion 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 objectives, 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，包括报告流程和标准,行动导向：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,”,Level,级别,Summary,要点,Behaviours,行为,Hotel Employee,,酒店员工级,,Corporate Band 8,,总部办公室,8,级,Responds appropriately to guest 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 guest’s / colleague's 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. 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,IHG’s,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 communicates 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 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 products/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 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,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,”,Level,级别,Summary,要点,Behaviours,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 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 move 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 focus 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,Savvy,业务技能,,“,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,”,Level,级别,Summary,要点,Behaviours,行为,Hotel Employee,,酒店员工级,,Corporate Band 8,,总部办公室,8,级,Understands today’s 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,Understands,this year’s,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 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,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 strategic 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 priorities 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,Savvy,业务技能,,“,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,”,Level,级别,Summary,要点,Behaviours,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 business 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 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 area to contribute to the commercial success of the enterprise,,在所在领域中寻找机会，为企业的商业成功做出贡献,,Proposes effective people and organisation solutions, based on a solid understanding of commercial priorities,,基于对商业发展重点的充分理解，提出有效的人员和组织结构的解决方案,,Identifies ideas or practices found in similar companies within the industry that can be applied to own,,在业内类似公司中寻找可以加以应用的想法和做法,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,Makes the most of opportunities to improve profitability of own area,,充分利用各种机会提高所在领域的盈利能力,Recognises and pursues opportunities for business growth and improved operational effectiveness,,寻求和探索有助于企业发展和提升运作有效性的各种机会,,Seeks to anticipate and detect early warning signals and shifts strateg。