Customer Focus
• Build and maintain positive relationships with all customers and guests in order to exceed their needs
• Take action to address these needs in order to exceed their expectations
• Create a positive hotel image in every interaction with internal and external customers
• Champion hotel brand standards
• Ensure your direct reports have current guest focused standards and procedures which are used effectively for training purposes
Understanding People
• Demonstrate an insight into the behaviour and interests of individuals and use this knowledge to motivate people
• Understand human behavioural trends in the marketplace and use this to take initiatives
Working within Organisations
• Regularly read to understand the relationships within the business and other organizations such as customers and suppliers and use this knowledge to predict situations and influence outcomes
• Demonstrate a flexible and mature management style and adapt your actions to influence others to achieve results
• Adhere to InterContinental Hotel Group Corporate Code of Conduct
Impact and Influence
• Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance
• Build consensus for action and negotiate mutually beneficial solutions to problems
Leading to Win
• Inspire your teams to achieve and exceed the overall business objectives
• Communicate a compelling vision and crate enthusiasm and commitment
• Motivate a broad range of people through changing circumstances
Building Capacity
• Recognize and develop the potential of yourself and your direct reports
• Use strengths of others to build organization capability for the future and recognize the advantage diversity brings
• Identify and develop talented individuals to benefit ICHG
Cultural Awareness
• Understand and consider the global nature of the business
• Work effectively with colleagues from different view points, cultures and countries
參考答案:客户焦点
•建立为了超过他们的需求,和保持建设性的和所有的客户和客人的关系
•采取行动为了超出他们的期望,强调这些需要
•建立一在每一个和内部和外部客户
•相互作用中建设性饭店形象;得第一名的饭店品牌标准
•保证你的直接报告有被有效用于培训目的当前客人聚焦的标准和过程
