COMPETENCY

DICTIONARY FOR
ITC GROUP OF HOTELS

Presented By
SONI CHARDE (866)
PUJA
KINJAL
 VISION

WOW AT EVERY MOMENT OF TRUTH

A COMMITMENT BEYOND THE MARKET

FULFILLMENT OF THE SOCIETY NEEDS

 MISSION
TO PROVIDE THE BEST SERVICES TO CUSTOMERS

NO COMPROMISE WITH THE QUALITY AT ANY COST

TO BE A BEST BRAND IN HOTEL INDUSTRIES

PROMOTE THE NATURE

 CORE VALUES

ENTERPRISES EXIST TO SERVE THE SOCIETY

TEAM WORK

 BEING ETHICAL

INTEGRITY

MERITOCRACY
 GOALS

STRATEGY OF BENCHMARKING AGAINST INTERNATIONAL STANDARDS

PLAN TO SERVE THE GROWING DEMAND OF HIGH QUALITY PULP-BASED

PRODUCT INCLUDING A RANGE OF COATED AND UNCOATED PAPERS
 Core Competency

SERVICE

CONNECTIVITY EXCELLENCE
 ITC WELCOMGROUP
ITC HOTEL KAKATIYA SHERATON AND TOWERS

ITC HOTEL GRAND MARATHA SHERATON AND TOWERS

ITC MUGHAL SHERATON AND TOWERS

ITC MAURYA SHERATON AND TOWERS

PARK SHERATON HOTEL AND TOWERS

FORTUNE HOTELS

CHOLA SHERATON
 ITC WELCOMGROUP
CONT.
OTHER HOTELS

ITC GRAND CENTRAL SHERATON AND TOWERS

WINDSOR MANOR SHERATON SHERATON AND TOWERS

RAJPUTANA PALACE SHERATON

USHA KIRAN PALACE

BAY ISLAND

GRAND BAY

VADODARA
 ACHIEVEMENTS
BRITISH SAFETY COUNCIL’S “SWORD OF HONOUR”

BEST HOTEL IN THE WORLD

6TH ANNUAL GREENTECH SAFETY AWARD

 BEST HERITAGE HOTEL BRAND

NATIONAL TOURISM AWARD 2004-05

PATA GOLD AWARD 2005

BEST LUXURY HOTEL OF THE YEAR 2002

 COMPETITORS

TAJ GROUP OF HOTELS

OBEROI GROUP OF HOTELS

DEPARTMENT OF ITC HOTELS

FOOD AND BEVERAGES DEPARTMENT

HR DEPARTMENT

HOUSE KEEPING

ACCOUNTS DEPARTMENT

KITCHEN
 SUPPORTING DEPARTMENT

MAINTAINANCE DEPARTMENT

SECURITY DEPARTMENT

FRONT OFFICE
 ORGANIZATION STRUCTURE
MANAGING DIRECTOR

GENERAL MANAGER

F/B HOUSE MAINTAINANCE

HEAD CHEF HR ACCOUNTS
FRONT OFF. KEEPING SECURITY
MANAGER MANAGER
MANAGER MANAGER MANAGER MANAGER
ASST.
ASST. F/B MANAGER SR. HOUSE CHEF
ASST. FRONT MAINTAINANCE
KEEPING MANAGER ACCOUNTS SECURITY
OFF. SUPERVISOR HR SUPERVISOR
RESTAURANT MANAGER CHEF THE SUPERVISOR SUPERVISOR
MANAGER ASST. HOUSE PARTY
LOBBY KEEPING MANAGER
MATREE THE
MANAGER COMMY 3
HOTEL HOUSE KEEPING MAINTAINANCE HR EXECUTIVE ACCOUNTANT
FRONT OFF. SUPERVISOR COMMY 2 EXECUTIVE
SR. CAPTAIN SECURITY
EXEC. GUARD
HOUSE KEEPING HR TRANNEE
CAPTAIN FRONT OFF. COMMY 1
FLOOR
SUPERVISOR SUPERVISOR
SR. STEWARD FRONT OFF. ASST. TRANNEE

TRANNEE/ CHAMBER MAID

BUS BOY TRANNEE
COMPETENCIES DEALING WITH PEOPLE
LEADING OTHERS (Relationship Cluster)
Communication & Influencing Cluster
Competencies dealing with Business
(Business Cluster)
Achieving Results
Competencies dealing with
Self Management (Self
Management Cluster
 Defining the Clusters
COMPETENCIES DEALING
WITH PEOPLE
THE LEADING OTHERS CLUSTER
1. ESTABLISHING FOCUS
Definition: The ability to develop and communicate
goals in support of the business’ mission.
a) Acts to align own unit’s goals with the strategic direction of the
business
b) Ensures that people in the unit understand how their work relates to
the business’s mission

2. PROVIDING MOTIVATIONAL SUPPORT

Definition: Skill at enhancing others’ commitment to
their work.
a) Recognizes and rewards people for their achievements
b) Acknowledges and thanks people for their contributions
c) Expresses pride in the group and encourages people to feel good
about their accomplishments
d) Finds creative ways to make people’s work rewarding
3. FOSTERING TEAMWORK
Definition: As a team member, the ability and desire to
work cooperatively with others on a team; as a team
leader, interest, skill, and success in getting groups to
learn to work together cooperatively.
Behaviors for Team Members:
a) Listens and responds constructively to other team members’ ideas
b) Offers support for others’ ideas and proposals
c) Is open with other team members about his/her concerns
d) Expresses disagreement constructively (e.g., by emphasizing points
of agreement, suggesting alternatives that may be acceptable to the
group)
Behaviors for Team Leaders:
a) Provides opportunities for people to learn to work together as a
team
b) Enlists the active participation of everyone
4. EMPOWERING OTHERS
Definition: Conveying confidence in employees’ ability
to be successful, especially at challenging new tasks;
delegating significant responsibility and authority;
allowing employees freedom to decide how they will
accomplish their goals and resolve issues.
a) Gives people latitude to make decisions in their own sphere of work
b) Is able to let others make decisions and take charge
5. MANAGING CHANGE
Definition: Demonstrating support for innovation and
for organizational changes needed to improve the
organization’s effectiveness; supporting, initiating,
sponsoring, and implementing organizational change;
helping others to successfully manage organizational
change.
Employee Behaviors:
a) Personally develops a new method or approach
b) Proposes new approaches, methods, or technologies
c) Develops better, faster, or less expensive ways to do things
Manager/Leader Behaviors:
a) Works cooperatively with others to produce innovative solutions
b) Takes the lead in setting new business directions, partnerships,
policies or procedures
c) Seizes opportunities to influence the future direction of an
organizational unit or the overall business

6. DEVELOPING OTHERS
Definition: Willingness to delegate responsibility and
to work with others and coach them to develop their
capabilities.
a) Provides helpful, behaviorally specific feedback to others
b) Shares information, advice and suggestions to help others to be more
successful; provides effective coaching
c) Gives people assignments that will help develop their abilities
7. MANAGING PERFORMANCE
Definition: Taking responsibility for one’s own or
one’s employees’ performance, by setting clear goals
and expectations, tracking progress against the goals,
ensuring feedback, and addressing performance
problems and issues promptly.
Behaviors for Employees:
a) With his/her manager, sets specific, measurable goals that are
realistic but challenging, with dates for accomplishment
b) With his/her manager, clarifies expectations about what will be done
and how
c) Enlists his/her manager’s support in obtaining the information,
resources, and training needed to accomplish his/her work effectively
Behaviors for Managers:
a) Ensures that employees have clear goals and responsibilities
b) Works with employees to set and communicate performance
standards that are specific and measurable
c) Supports employees in their efforts to achieve job goals (e.g., by
providing resources, removing obstacles, acting as a buffer)
d) Keeps informed about employees’ programs and performance
through both formal methods (e.g., status reports) and informal
methods (e.g., management by walking around)
8. FOSTERING DIVERSITY
Definition: Working effectively with all races,
nationalities, cultures, disabilities, ages and sexes.
Promoting equal and fair treatment and opportunity
for all.
• PROACTIVELY SEEKS INFORMATION FROM OTHERS WHO HAVE DIFFERENT
personalities, backgrounds, and styles. Includes them in decision-
making and problem solving
• COMMUNICATES AND COOPERATES WITH OTHERS WHO HAVE a diversity of
cultural and demographic backgrounds.
•MAKES IT EASY FOR OTHERS TO FEEL VALUABLE REGARDLESS OF DIVERSITY IN
personality, culture, or background.
• INCLUDES IN CONVERSATIONS PEOPLE WITH DIVERSE CULTURAL BACKGROUNDS,
and invites them to be part of informal work-related activities, such as
going to lunch or attending company social events.
• FOR A MANAGER OR TEAM LEADER, HIRES AND DEVELOPS PEOPLE WITH A
diversity of cultural and demographic backgrounds. For an employee,
helps recruit and orient employees with a diversity of cultural and
demographic backgrounds.
 COMMUNICATING AND
INFLUENCING CLUSTER
9. ATTENTION TO COMMUNICATION
Definition: Ensuring that information is passed on to
others who should be kept informed.
a) Ensures that others involved in a project or effort are kept informed
about developments and plans
b) Ensures that important information from his/her management is
shared with direct reports and others as appropriate in his/her
organizational unit
10. ORAL COMMUNICATION
Definition: Expressing oneself clearly in conversations
and interactions with others.
a) Speaks clearly and can be easily understood
b) Tailors the content of speech to the level and experience of the
audience
c) Uses appropriate grammar and choice of words in oral speech
11. WRITTEN COMMUNICATION
Definition: Expressing oneself clearly in business
writing.
a) Expresses ideas clearly and concisely in writing
b) Organizes written ideas clearly and signals the organization to the
reader (e.g., through an introductory paragraph or through use of
headings
c) Tailors written communications to effectively reach an audience
12. PERSUASIVE COMMUNICATION
Definition: The ability to plan and deliver oral and
written communications that are impactful and
persuasive with their intended audiences.
a) Identifies and presents information or data that will have a strong
effect on others
b) Selects language and examples tailored to the level and experience
of the audience
13. INTERPERSONAL AWARENESS
Definition: The ability to notice, interpret, and
anticipate others’ concerns and feelings, and to
communicate this awareness empathetically to others.
a) Understands the interests and important concerns of others
b) Notices and accurately interprets what others are feeling, based on
their choice of words, tone of voice, expressions, and other nonverbal
behavior
14. INFLUENCING OTHERS
Definition: The ability to gain others’ support for ideas,
proposals, projects, and solutions.
a) Presents arguments that address other’s most important concerns
and issues and looks for win-win solutions
b) Involves others in a process or decision, to ensure their support
c) Offers trade-offs or exchanges, to gain commitment
15. BUILDING COLLABORATIVE RELATIONSHIPS
Definition: The ability to develop, maintain, and
strengthen partnerships with others inside or outside
of the organization who can provide information,
assistance and support.
a) Ask about the other person’s personal experiences, interests, and
family
b) Ask questions to identify shared interest, experiences or other
common ground

16. CUSTOMER ORIENTATION

Definition: Demonstrated concern for satisfying one’s
external and/or internal customers.
a) Lives the business mission: to be the preferred supplier through total
customer satisfaction
b) Quickly and effectively solves customer problems
 COMPETENCIES DEALING WITH BUSINESS
THE PREVENTING AND SOLVING PROBLEMS CLUSTER

17. DIAGNOSTIC INFORMATION GATHERING

Definition: Identifying the information needed to
clarify a situation, seeking that information from
appropriate sources, and using skillful questioning to
draw out the information, when others are reluctant to
disclose it.
a) Identifies the specific information needed to clarify a situation or to
make a decision
b) Gets more complete and accurate information, by checking multiple
sources

18. ANALYTICAL THINKING

Definition: Approaching a problem by using a logical,
systematic, sequential approach.
A) MAKES A SYSTEMATIC COMPARISON OF TWO OR MORE ALTERNATIVES
b) Notices discrepancies and inconsistencies in available information
c) Identifies a set of features, parameters or considerations to take into
account, in analyzing a situation or making a decision
19. FORWARD THINKING
Definition: Anticipating the implications and
consequences of situations and taking appropriate
action to be prepared for possible contingencies.
a) Anticipates possible problems and develops contingency plans in
advance
b) Notices trends in the industry or marketplace and develops plan to
prepare for opportunities or problems
20. CONCEPTUAL THINKING
Definition: Finding effective solutions by taking a
holistic, abstract or theoretical perspective.
a) Notices similarities between different and apparently unrelated
situations
b) Quickly identifies the central or underlying issues in a complex
situation
21. STRATEGIC THINKING
Definition: Analyzing our competitive position by
considering the market and industry trends, our
existing and potential customers, and our strengths and
weaknesses as compared to competitors.
a) Understands the organization’s strengths and weaknesses as
compared to competitors
b) Understands industry and market trends affecting the organization’s
competitiveness
22. TECHNICAL EXPERTISE
Definition: Depth of knowledge and skill in a technical
area.
a) Effectively applies technical knowledge to solve a range of problems
 THE ACHIEVING RESULTS CLUSTER
23. INITIATIVE
Definition: Identifying what needs to be done and
doing it before being asked to or required by the
situation.
a) Identifies what needs to be done and takes action before being ask
or required to
b) Does more than what is normally required in a situation
24. ENTREPRENEURIAL ORIENTATION
Definition: A tendency to look for and seize profitable
business opportunities; willingness to take calculated
risks to achieve business goals.
a) Notices and seizes profitable business opportunities
b) Keeps abreast of business, industry and market information that may
reveal business opportunities
25. FOSTERING INNOVATION
Definition: Developing, sponsoring or supporting the
introduction of new and improved method, products,
procedures, or technologies.
a) Personally develops a new product or service
b) Personally develops a new method or approach
26. RESULTS ORIENTATION
Definition: Focusing on the desired end result of one’s own or one’s
units work; setting challenging goals, focusing effort on the goals, and
meeting or exceeding them.
a) Develops challenging but achievable goals
b) Develops clear goals for meetings and projects

27. THOROUGHNESS
Definition: Ensuring that one’s own and other’s work
and information are complete and accurate; careful
preparation for meetings and presentations; following
up with others to ensure that agreements and
commitments have been fulfilled.
a) Sets up procedures to ensure high quality of work (e.g., review
meetings)
B) MONITORS THE QUALITY OF WORK
c) Acts to verify information
28. DECISIVENESS
Definition: Willingness to make difficult decisions in a
timely manner.
a) Is willing to make decisions in difficult or ambiguous situations, when
time is critical
b) Takes charge of a group when it is necessary to facilitate change,
overcome an impasse, face issues, or ensure that decisions are made
29. BUSINESS ACUMEN
Definition: Ability to perform with insight, acuteness,
and intelligence in the areas of commerce and/or
industry. Make decisions and act in situations in which
there is not enough information to be certain of
outcome or implications of the decision.
a) Directs resources towards profit and revenue growth opportunities
b) Demonstrates high regard for company profitability / financial
strength
30. GLOBAL PERSPECTIVE
Definition: The ability to recognize and address issues
that are outside our national perspective. Issues are
viewed without any pre-set biases or limitations. Being
objective, utilizing a broad framework in making
judgments in domestic and international activities.
Ability to see the “big picture”.
a) Has global experience: considers problems and opportunities from a
global perspective
b) Understands group strategy, the role of the local business: “walks the
talk”
c) Culturally aware and demonstrates ability to conduct business in local
terms
 SELF MANAGEMENT CLUSTER
31. SELF CONFIDENCE
Definition: Faith in one’s own ideas and ability to be
successful; willingness to take an independent position
in the face of opposition.
a) Is confident of own ability to accomplish goals
b) Presents self crisply and impressively
c) Approaches challenging tasks with a “can-do” attitude
32. STRESS MANAGEMENT
Definition: The ability to keep functioning effectively
when under pressure and maintain self control in the
face of hostility or provocation.
a) Remains calm under stress
b) Can effectively handle several problems or tasks at once
33. PERSONAL CREDIBILITY
Definition: Demonstrated concern that one be
perceived as responsible, reliable, and trustworthy.
a) Does what he/she commits to doing
b) Respects the confidentiality of information or concerns shared by
others
34. FLEXIBILITY
Definition: Openness to different and new ways of
doing things; willingness to modify one’s preferred way
of doing things.
a) Is able to see the merits of perspectives other than his/her own
b) Demonstrates openness to new organizational structures, procedures,
and technology
THANK YOU AND HAVE A
NICE DAY