洲际酒店集团领导能力成长的空间
洲际酒店集团领导能力Cluster 类别Definition 定义Competencies能力Team Focused Working together effectively to meet business goals faster•Fostering Collaboration全面协作关注团队通过有效的协同合作，更迅速的实现企业目标•Leading and Developing People领导和发展员工Action OrientedDriving to achieve ambitious targets in an efficient way•Drive for Results成效驱动行动导向以高效的方式推动长远目标的实现•Turning Vision into Action将愿景转化为行动PassionateCaring passionately about our guests and business partners, and •Guest / Customer & Market Focuschanging to meet their needs关注客户与市场工作热情关注客户和商业伙伴的需求，积极做出变革•Championing Change主导变革SavvyKnowing what it takes to beat our competitors, both now and in the •Strategic Thinkingfuture战略思维业务技能了解现在和将来要击败竞争对手所需要的条件•Understanding our Business了解业务Winning WaysDemonstrating Winning Ways across the business whether we are •Do The Right Thing 做对的事assisting guests, working with business partners, or helping each •Aim Higher 追求卓越致胜之道other•Show We Care 体现关爱•Celebrate Difference 求同存异在工作的各个领域，不论是服务宾客、与商业伙伴的合作，还是同事间的•Work Better Together 协作共赢互助，都显示出致胜之道的行为准则。
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 EmployeeSupports colleagues•Understands that helping colleagues is important 理解为同事提供帮助的重要性酒店员工级给予同事支持•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Corporate Band 8事做出迅速反应总部办公室8级•Identifies how to help others complete their tasks 明确怎样帮助他人完成工作任务Hotel SupervisorSupports colleagues•Builds support and shares information as needed with others within and outside of the organisation酒店主管级给予同事支持为组织内外的同事提供所需的支持，分享所需的信息Corporate Band 7•Offers help 提供帮助总部办公室7级•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 1/2Actively partners with •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1/2级酒店总经理colleagues•Builds a network across different levels of the organisation and stays in touch with people Hotel Exec teams 积极与同事全面协作与组织内各级同事建立关系网络，并保持联系and department •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heads•Acknowledges the contributions of others by listening and building on suggestions 酒店行政委员会及部通过聆听和征求建议表示对他人所做贡献的认可门经理•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Corporate Bands 5/6•Works with others to reach consensus and resolve differences of opinion or conflict 总部办公室5/6级与他人协调沟通，达成一致意见，解决意见分歧或冲突Hotel GMs 3/4/5Motivates others to •Establishes strong working relationships with people across different levels of the organisation (., with senior management, 3/4/5级酒店总经理collaboratewith subordinates and with peers) and manages these relationships to achieve results Corporate Bands 3/4激励他人全面协作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总部办公室3/4级•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 theseperspectives 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：领导和发展员工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 EmployeeDevelops self, and •Works to understand own development needs and seeks help to address them 酒店员工级gives clear directions 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Corporate Band 8as needed•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总部办公室8级发展自我，并能根据•Expects people to follow appropriate instructions without needing a lot of supervision需要给予清晰的指示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 SupervisorExplains what to do •Communicates goals and objectives and makes links with organisational goals酒店主管级and why沟通传达目标和目的，并与组织的目标建立关联Corporate Band 7阐述工作任务及其原•Assigns tasks, setting clear, specific performance objectives, standards, and accountability 总部办公室7级因分配工作任务，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 1/2Allows input from the •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1/2级酒店总经理team•Considers others’ capabilities when assigning activities and projects 分配活动和项目时考虑他人的能力Hotel Exec teams and 愿意接纳团队的贡献•Holds self and others accountable for achieving results: establishes specific and efficient follow-up mechanisms to track department headsprogress 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酒店行政委员会及部门经理•Provides specific and constructive feedback when results are not up to expectations Corporate Bands 5/6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总部办公室5/6级•Helps others develop their skills 帮助他人发展个人技能Hotel GMs 3/4/5Actively involves the •Actively engages the team to develop plans and resolve issues through collaborative problem solving3/4/5级酒店总经理team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Corporate Bands 3/4积极鼓励团队参与•Gains commitment using logic 运用合理的逻辑推理，获得员工的承诺总部办公室3/4级•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
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 EmployeeWorks hard to perform assigned •Clearly understands assigned roles and responsibilities 清楚理解所分配的工作角色和职责酒店员工级tasks•Stays focused and follows through on work priorities 明确和坚持工作重心并贯彻完成Corporate Band 8•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总部办公室8级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 SupervisorStrives to deliver consistently•Takes immediate action when needed consistently working without close supervision, making effective decisions 酒店主管级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Corporate Band 7力争始终如一的完成工作•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总部办公室7级•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 1/2Consistently delivers•Committed to meeting tough deadlines, delivering work with sufficient time to make changes, and can always be relied 1/2级酒店总经理upon to meet commitments to othersHotel Exec teams 始终如一的完成工作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and department •Persists in the face of obstacles, working to achieve quick and effective resolution of outstanding issuesheads面对障碍坚持不懈，努力做到迅速有效的解决问题酒店行政委员会及•Consistently uses specific performance measures to track progress and improve future performance部门经理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Corporate Bands •Puts into place preventative measures and alternative plans to pre-empt crises5/6准备预防措施和备用计划以防范风险总部办公室5/6级•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 3/4/5Delivers beyond expectations•Sets and achieves challenging goals in order to increase revenues and results beyond what is expected3/4/5级酒店总经理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Corporate Bands 工作完成超出预期•Is motivated by beating goals; efforts are focused on improving results 3/4以达成目标为推动力；努力重心放在改善成效上总部办公室3/4级•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：将愿景转化为行动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 EmployeeUnderstands the •Knows their job and the requirements needed to deliver it 酒店员工级importance of the job 了解工作以及完成工作所需要的条件Corporate Band 8理解工作的重要性•Takes accountability for own performance and works to the required standard总部办公室8级对个人绩效和工作达到所要求的标准负责Hotel SupervisorPersonally focuses on •Checks work in a careful manner to ensure accuracy and quality 仔细检查工作内容，确保准确性和质量酒店主管级details and standards •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Corporate Band 7关注个人工作的细节和标•Pays close personal attention to the details of an operation and process; checks things out to ensure they are done right. 总部办公室7级准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 1/2Monitors others’ ongoing •Keeps others informed of activities well in advance to ensure efforts are seamlessly coordinated1/2级酒店总经理performance to ensure 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Hotel Exec teams adherence to standards•Consistently takes steps to follow through, ensuring tasks are fully completed; independently checks to ensure accuracy and and department 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heads监督他人的当前绩效，确•Develops plans to ensure dead lines and standards are met 制定计划确保按时、按标准完成工作酒店行政委员会及部保符合标准•Follows up on progress against process improvement plans, and checks they are having the desired impact on driving 门经理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。Corporate Bands •Keeps careful track of whether performance meets high standards or not and why. Follows up to ensure things are happening. 5/6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。总部办公室5/6级•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 3/4/5Sets up controls or goals •Develops and follows realistic plans, action steps and timetables for projects and priorities; ensures completion on time andto3/4/5级酒店总经理to ensure adherence to high standards Corporate Bands 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3/4•Plans broad action steps and timetables and generally follows these through to completion of tasks or projects in a timely and 总部办公室3/4级设定对照标准或目标，并efficient way 确保达成标准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
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 EmployeeResponds appropriately to guest •Performs duties with the guest’s / colleague's perspective in mind 履行职责时牢记客户/同事的想法酒店员工级requests and builds knowledge as •Works to resolve guest problems 设法解决客户的问题Corporate Band 8needed 正确响应客户的要求，积累所•Will respond to guest/colleague requests in an appropriate manner 能够正确响应客户/同事提出的要求总部办公室8级需的相关知识•Knows immediate working area . Hotel Operations 了解直接的工作领域，如酒店运营Hotel SupervisorUnderstands guests and the market•Gathers information in order to build basic understanding of the market and how guests use IHG’s products and 酒店主管级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Corporate Band 7理解客户的需求和市场•Understands and communicates who their guests are and their current needs总部办公室7级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 1/2Knows own market well, and delivers •Develops detailed understanding of the market and guests’ needs培养对市场和客户需求的详细理解1/2级酒店总经理against guests’ needs•Proactively gathers and utilises guest feedback to constantly improve the quality of customer service Hotel Exec teams 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and department 充分了解市场，并满足客户的需求•Acts in a timely manner to translate industry and market trends into valuable programmes and strategiesheads及时行动，将行业和市场趋势转化为有价值的计划和战略酒店行政委员会及部•Consistently meets agreed levels of customer service and guest expectations 门经理始终如一的达到约定的客户服务水平和客户期望水平Corporate Bands 5/6•Communicates good and bad news to guests/colleagues in a timely manner 总部办公室5/6级及时将好消息和坏消息与客户/同事沟通Hotel GMs 3/4/5Knows market and guest perspective •Anticipates evolving market and guest needs and how the organization can address them with current or new 3/4/5级酒店总经理intimately and anticipates products/services Corporate Bands 3/4requirements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/服务加以应对总部办公室3/4级•Understands how the guest perceives their own business relative to competition or market 透彻了解市场和客户的想法，并预见了解客户在竞争或市场方面如何看待其自身的业务他们的需求•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：主导变革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 EmployeeSupports required changes•Understands things need changing sometimes对事物有时需要改变能够理解酒店员工级•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Corporate Band 8支持所需的变革•Implements change when asked what to do 需要时根据要求实施变革总部办公室8级Hotel SupervisorCreates a positive environment •Shows openness to new ideas and opportunities to improve current practices酒店主管级for change乐于接纳有助于改进目前工作方式的新想法和机遇Corporate Band 7•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总部办公室7级为变革创造一个积极的环境•Expresses positive feelings about change 面对变化表现出积极的态度Hotel GMs 1/2Makes change happen•Challenges ‘the way things are done’: identifies areas requiring change and suggests ideas to support the change1/2级酒店总经理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Hotel Exec teams and 落实变革•Provides communication about reasons for change and outlines course of changedepartment heads提供需要变革的理由，概括性阐述变革的过程酒店行政委员会及部门经•Motivates team to take part actively in making change successful理激励团队积极参与变革，从而使变革能够获得成功Corporate Bands 5/6•Anticipates the difficulties in change and helps stakeholders make the decisions needed to move change forward 总部办公室5/6级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 3/4/5Advocates change•Communicates a clear and convincing vision, whether or not they originated it 3/4/5级酒店总经理传达一个清晰而具说服力的愿景，无论是否由自己原创Corporate Bands 3/4倡导变革•Sets clear targets in line with a larger change effort to focus people on accomplishing the change 总部办公室3/4级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
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 EmployeeUnderstands today’s issues•Thinks through present problems and issues酒店员工级彻底思考当前的问题和重心Corporate Band 8了解当前的焦点问题•Responds appropriately总部办公室8级做出正确响应Hotel SupervisorUnderstands short-term •Understands this year’sbusiness challenges了解本年度所面临的工作挑战酒店主管级opportunities for change•Sees specific opportunities for immediate improvement within own business area Corporate Band 7看到自己业务领域中能够迅速改进的具体机会总部办公室7级了解短期的变革机会•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 1/2Shapes medium-term priorities•Leads the business with a clear focus on evolving priorities within a two year horizon1/2级酒店总经理为企业设定两年期限内明确的发展重点Hotel Exec teams and 策划中期的发展重心•Understands own business within group and industry context 了解自己的业务在集团和业内的作用department heads•Frames the right strategic questions for their area of the business 酒店行政委员会及部门经理拟定所在业务范围内的正确的战略事项Corporate Bands 5/6•Adapts short term plans as business priorities evolve for the company 总部办公室5/6级随着公司商业重点的发展变化，调整短期计划Hotel GMs 3/4/5Defines strategy for own area •Plans for evolving priorities for the business within 3-5 year horizonand incorporates understanding of other 3/4/5级酒店总经理of the businessrelevant 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Corporate Bands 3/4•Integrates all relevant business policies, strategies and programmes into the definition of a business unit/ product/ 总部办公室3/4级定义自身业务领域的发展战略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：了解业务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 EmployeeCares about the success of the •Understands the importance of their own role in achieving business success酒店员工级business理解自己的角色在企业获得成功过程中的重要性Corporate Band 8•Cares about overall results总部办公室8级关心企业成功关心整体成效Hotel SupervisorUnderstands how the business •Focuses on the major factors necessary to ensure that the business is successful and profitable酒店主管级makes money关注确保企业成功和盈利所必需的主要因素Corporate Band 7•Understands the key profit drivers for area and sees how area/function contributes to the profitability of the 总部办公室7级了解企业如何盈利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 1/2Identifies opportunities to improve •Understands the impact of business decisions on key financial indicators and outcomes1/2级酒店总经理profitability of own area理解商业决策对关键财务指标和结果的影响Hotel Exec teams and •Identifies opportunities in own area to contribute to the commercial success of the enterprisedepartment heads寻找机会提高所在领域的盈利能力在所在领域中寻找机会，为企业的商业成功做出贡献酒店行政委员会及部•Proposes effective people and organisation solutions, based on a solid understanding of commercial priorities门经理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Corporate Bands 5/6•Identifies ideas or practices found in similar companies within the industry that can be applied to own 总部办公室5/6级在业内类似公司中寻找可以加以应用的想法和做法Hotel GMs 3/4/5Makes the most of opportunities to •Recognises and pursues opportunities for business growth and improved operational effectiveness3/4/5级酒店总经理improve profitability of own area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Corporate Bands 3/4•Seeks to anticipate and detect early warning signals and shifts strategic direction to sustain competitive advantage 总部办公室3/4级充分利用各种机会提高所在领域的盈努力预测和察觉早期的警告信号，转换战略方向以保持竞争优势利能力•Develops clear strategies to help grow the business 制定清晰的战略帮助企业发展•Focused on implementing ways to improve profitability集中实施能够提升盈利能力的措施•Looks beyond the numbers in making value-creating decisions, combining hard data and personal insights 眼光超越数字，将硬数据与个人远见相结合，做出能够创造价值的决策•Acts quickly on and prioritises opportunities within own area of responsibility在自己的职责范围内，对机遇采取迅速行动和有重点的选择•Anticipates evolving trends and takes steps to refocus business activities accordingly 预见到发展趋势，并采取措施对业务活动做出相应的重心调整
