COMPETENCY COMPETENCY DICTIONARY FORDICTIONARY FOR

ITC GROUP OF HOTELS ITC GROUP OF HOTELS

Presented ByPresented BySONI CHARDE (866)

POOJA JAWHARKAR (881) KINJAL GAGLANI (821)

VISIONVISION

WOW AT EVERY MOMENT OF TRUTH

A COMMITMENT BEYOND THE MARKET

FULFILLMENT OF THE SOCIETY NEEDS

MISSIONMISSION

TO PROVIDE THE BEST SERVICES TO CUSTOMERS

PROMOTE THE NATURE

TO BE A BEST BRAND IN HOTEL INDUSTRIES

NO COMPROMISE WITH THE QUALITY AT ANY COST

CORE VALUES CORE VALUES

ENTERPRISES EXIST TO SERVE THE SOCIETY

TEAM WORK

BEING ETHICAL

INTEGRITY

MERITOCRACY

GOALSGOALS

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 CompetencyCore Competency

SERVICE

CONNECTIVITY EXCELLENCE

ITC WELCOMGROUP ITC WELCOMGROUP

ITC HOTEL KAKATIYA SHERATON AND TOWERS

FORTUNE HOTELS

ITC HOTEL GRAND MARATHA SHERATON AND TOWERS

CHOLA SHERATON

ITC MUGHAL SHERATON AND TOWERS

ITC MAURYA SHERATON AND TOWERS

PARK SHERATON HOTEL AND TOWERS

ITC WELCOMGROUPITC WELCOMGROUPCONT.CONT.

OTHER HOTELS

ITC GRAND CENTRAL SHERATON AND TOWERS

RAJPUTANA PALACE SHERATON

WINDSOR MANOR SHERATON SHERATON AND TOWERS

BAY ISLAND

USHA KIRAN PALACE

GRAND BAY

VADODARA

ACHIEVEMENTS ACHIEVEMENTS

BEST HERITAGE HOTEL BRANDBEST HERITAGE HOTEL BRAND

6TH ANNUAL GREENTECH SAFETY AWARD

NATIONAL TOURISM AWARD 2004-05

PATA GOLD AWARD 2005

BEST HOTEL IN THE WORLD

BRITISH SAFETY COUNCIL’S “SWORD OF HONOUR”

BEST LUXURY HOTEL OF THE YEAR 2002

COMPETITORSCOMPETITORS

TAJ GROUP OF HOTELS

OBEROI GROUP OF HOTELS

DEPARTMENT OF ITC HOTELSDEPARTMENT OF ITC HOTELS

FOOD AND BEVERAGES DEPARTMENT

KITCHEN

HOUSE KEEPING

HR DEPARTMENT

ACCOUNTS DEPARTMENT

SUPPORTING DEPARTMENTSUPPORTING DEPARTMENT

SECURITY DEPARTMENT

MAINTAINANCE DEPARTMENT

FRONT OFFICE

ORGANIZATION STRUCTURE ORGANIZATION STRUCTURE

MANAGING DIRECTOR

GENERAL MANAGER

F/B MANAGER

FRONT OFF.

MANAGER

HOUSE KEEPING MANAGER

HEAD CHEF MAINTAINANCE

MANAGER HR

MANAGER ACCOUNTS

MANAGER SECURITY

ASST. F/B MANAGER

RESTAURANT MANAGER

MATREE THE HOTEL

SR. CAPTAIN

CAPTAIN

SR. STEWARD

TRANNEE/ BUS BOY

ASST. FRONT OFF. MANAGER

LOBBY MANAGER

FRONT OFF. EXEC.

FRONT OFF. SUPERVISOR

FRONT OFF. ASST.

TRANNEE

SR. HOUSE KEEPING MANAGERASST. HOUSE KEEPING MANAGERHOUSE KEEPING SUPERVISORHOUSE KEEPING FLOOR SUPERVISOR

CHAMBER MAID

ASST. CHEF

CHEF THE PARTY

COMMY 3

COMMY 2

COMMY 1

TRANNEE

MAINTAINANCE SUPERVISOR

MAINTAINANCE EXECUTIVE

HR SUPERVISOR

HR EXECUTIVE

HR TRANNEE

ACCOUNTS SUPERVISOR

ACCOUNTANT

SECURITY SUPERVISOR

SECURITY GUARD

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 DEALINGWITH PEOPLETHE LEADING OTHERS CLUSTER

1. ESTABLISHING FOCUS

Definition: The ability to develop and communicategoals in support of the business’ mission.a) Acts to align own unit’s goals with the strategic direction of thebusinessb) Ensures that people in the unit understand how their work relates tothe business’s mission

2. PROVIDING MOTIVATIONAL SUPPORTDefinition: Skill at enhancing others’ commitment totheir work.a) Recognizes and rewards people for their achievementsb) Acknowledges and thanks people for their contributionsc) Expresses pride in the group and encourages people to feel goodabout their accomplishmentsd) Finds creative ways to make people’s work rewarding

3. FOSTERING TEAMWORKDefinition: As a team member, the ability and desire towork cooperatively with others on a team; as a teamleader, interest, skill, and success in getting groups tolearn to work together cooperatively.Behaviors for Team Members:a) Listens and responds constructively to other team members’ ideasb) Offers support for others’ ideas and proposalsc) Is open with other team members about his/her concernsd) Expresses disagreement constructively (e.g., by emphasizing pointsof agreement, suggesting alternatives that may be acceptable to thegroup)

Behaviors for Team Leaders:a) Provides opportunities for people to learn to work together as a teamb) Enlists the active participation of everyone4. EMPOWERING OTHERSDefinition: Conveying confidence in employees’ abilityto be successful, especially at challenging new tasks;delegating significant responsibility and authority;allowing employees freedom to decide how they willaccomplish their goals and resolve issues.a) Gives people latitude to make decisions in their own sphere of workb) Is able to let others make decisions and take charge

5. MANAGING CHANGEDefinition: Demonstrating support for innovation andfor organizational changes needed to improve theorganization’s effectiveness; supporting, initiating,sponsoring, and implementing organizational change;helping others to successfully manage organizationalchange.Employee Behaviors:a) Personally develops a new method or approachb) Proposes new approaches, methods, or technologiesc) Develops better, faster, or less expensive ways to do thingsManager/Leader Behaviors:a) Works cooperatively with others to produce innovative solutionsb) Takes the lead in setting new business directions, partnerships,policies or proceduresc) Seizes opportunities to influence the future direction of anorganizational unit or the overall business

6. DEVELOPING OTHERSDefinition: Willingness to delegate responsibility andto work with others and coach them to develop theircapabilities.a) Provides helpful, behaviorally specific feedback to othersb) Shares information, advice and suggestions to help others to be moresuccessful; provides effective coachingc) Gives people assignments that will help develop their abilities

7. MANAGING PERFORMANCEDefinition: Taking responsibility for one’s own orone’s employees’ performance, by setting clear goalsand expectations, tracking progress against the goals,ensuring feedback, and addressing performanceproblems and issues promptly.Behaviors for Employees:

a) With his/her manager, sets specific, measurable goals that arerealistic but challenging, with dates for accomplishmentb) With his/her manager, clarifies expectations about what will be doneand howc) Enlists his/her manager’s support in obtaining the information,resources, and training needed to accomplish his/her work effectivelyBehaviors for Managers:a) Ensures that employees have clear goals and responsibilitiesb) Works with employees to set and communicate performancestandards that are specific and measurablec) Supports employees in their efforts to achieve job goals (e.g., byproviding resources, removing obstacles, acting as a buffer)d) Keeps informed about employees’ programs and performancethrough both formal methods (e.g., status reports) and informalmethods (e.g., management by walking around)

8. FOSTERING DIVERSITYDefinition: Working effectively with all races,nationalities, cultures, disabilities, ages and sexes.Promoting equal and fair treatment and opportunityfor all.• PROACTIVELY SEEKS INFORMATION FROM OTHERS WHO HAVE DIFFERENTpersonalities, backgrounds, and styles. Includes them in decision-making and problem solving• COMMUNICATES AND COOPERATES WITH OTHERS WHO HAVE a diversity ofcultural and demographic backgrounds.

•MAKES IT EASY FOR OTHERS TO FEEL VALUABLE REGARDLESS OF DIVERSITY INpersonality, culture, or background.• INCLUDES IN CONVERSATIONS PEOPLE WITH DIVERSE CULTURAL BACKGROUNDS,and invites them to be part of informal work-related activities, such asgoing to lunch or attending company social events.• FOR A MANAGER OR TEAM LEADER, HIRES AND DEVELOPS PEOPLE WITH Adiversity of cultural and demographic backgrounds. For an employee,helps recruit and orient employees with a diversity of cultural anddemographic backgrounds.

COMMUNICATING ANDINFLUENCING CLUSTER

9. ATTENTION TO COMMUNICATIONDefinition: Ensuring that information is passed on toothers who should be kept informed.a) Ensures that others involved in a project or effort are kept informedabout developments and plansb) Ensures that important information from his/her management isshared with direct reports and others as appropriate in his/herorganizational unit

10. ORAL COMMUNICATIONDefinition: Expressing oneself clearly in conversationsand interactions with others.a) Speaks clearly and can be easily understoodb) Tailors the content of speech to the level and experience of theaudiencec) Uses appropriate grammar and choice of words in oral speech11. WRITTEN COMMUNICATIONDefinition: Expressing oneself clearly in businesswriting.a) Expresses ideas clearly and concisely in writingb) Organizes written ideas clearly and signals the organization to thereader (e.g., through an introductory paragraph or through use ofheadingsc) Tailors written communications to effectively reach an audience

12. PERSUASIVE COMMUNICATIONDefinition: The ability to plan and deliver oral andwritten communications that are impactful andpersuasive with their intended audiences.a) Identifies and presents information or data that will have a strongeffect on othersb) Selects language and examples tailored to the level and experienceof the audience

13. INTERPERSONAL AWARENESSDefinition: The ability to notice, interpret, andanticipate others’ concerns and feelings, and tocommunicate this awareness empathetically to others.a) Understands the interests and important concerns of othersb) Notices and accurately interprets what others are feeling, based ontheir choice of words, tone of voice, expressions, and other nonverbalbehavior14. INFLUENCING OTHERSDefinition: The ability to gain others’ support for ideas,proposals, projects, and solutions.a) Presents arguments that address other’s most important concernsand issues and looks for win-win solutionsb) Involves others in a process or decision, to ensure their supportc) Offers trade-offs or exchanges, to gain commitment

15. BUILDING COLLABORATIVE RELATIONSHIPSDefinition: The ability to develop, maintain, andstrengthen partnerships with others inside or outsideof the organization who can provide information,assistance and support.a) Ask about the other person’s personal experiences, interests, andfamilyb) Ask questions to identify shared interest, experiences or othercommon ground

16. CUSTOMER ORIENTATIONDefinition: Demonstrated concern for satisfying one’sexternal and/or internal customers.a) Lives the business mission: to be the preferred supplier through totalcustomer satisfactionb) Quickly and effectively solves customer problems

COMPETENCIES DEALING WITH BUSINESSTHE PREVENTING AND SOLVING PROBLEMS

CLUSTER

17. DIAGNOSTIC INFORMATION GATHERINGDefinition: Identifying the information needed toclarify a situation, seeking that information fromappropriate sources, and using skillful questioning todraw out the information, when others are reluctant todisclose it.a) Identifies the specific information needed to clarify a situation or tomake a decisionb) Gets more complete and accurate information, by checking multiplesources

18. ANALYTICAL THINKINGDefinition: Approaching a problem by using a logical,systematic, sequential approach.A) MAKES A SYSTEMATIC COMPARISON OF TWO OR MORE ALTERNATIVESb) Notices discrepancies and inconsistencies in available informationc) Identifies a set of features, parameters or considerations to take intoaccount, in analyzing a situation or making a decision

19. FORWARD THINKINGDefinition: Anticipating the implications andconsequences of situations and taking appropriateaction to be prepared for possible contingencies.a) Anticipates possible problems and develops contingency plans inadvanceb) Notices trends in the industry or marketplace and develops plan toprepare for opportunities or problems20. CONCEPTUAL THINKINGDefinition: Finding effective solutions by taking aholistic, abstract or theoretical perspective.a) Notices similarities between different and apparently unrelatedsituationsb) Quickly identifies the central or underlying issues in a complexsituation21. STRATEGIC THINKINGDefinition: Analyzing our competitive position byconsidering the market and industry trends, ourexisting and potential customers, and our strengths andweaknesses as compared to competitors.a) Understands the organization’s strengths and weaknesses ascompared to competitorsb) Understands industry and market trends affecting the organization’scompetitiveness

22. TECHNICAL EXPERTISEDefinition: Depth of knowledge and skill in a technicalarea.a) Effectively applies technical knowledge to solve a range of problems

THE ACHIEVING RESULTS CLUSTER

23. INITIATIVEDefinition: Identifying what needs to be done anddoing it before being asked to or required by thesituation.a) Identifies what needs to be done and takes action before being askor required tob) Does more than what is normally required in a situation

24. ENTREPRENEURIAL ORIENTATIONDefinition: A tendency to look for and seize profitablebusiness opportunities; willingness to take calculatedrisks to achieve business goals.a) Notices and seizes profitable business opportunitiesb) Keeps abreast of business, industry and market information that mayreveal business opportunities

25. FOSTERING INNOVATIONDefinition: Developing, sponsoring or supporting theintroduction of new and improved method, products,procedures, or technologies.a) Personally develops a new product or serviceb) Personally develops a new method or approach

26. RESULTS ORIENTATIONDefinition: Focusing on the desired end result of one’s own or one’sunits work; setting challenging goals, focusing effort on the goals, andmeeting or exceeding them.a) Develops challenging but achievable goalsb) Develops clear goals for meetings and projects

27. THOROUGHNESSDefinition: Ensuring that one’s own and other’s workand information are complete and accurate; carefulpreparation for meetings and presentations; followingup with others to ensure that agreements andcommitments have been fulfilled.a) Sets up procedures to ensure high quality of work (e.g., reviewmeetings)B) MONITORS THE QUALITY OF WORKc) Acts to verify information

28. DECISIVENESSDefinition: Willingness to make difficult decisions in atimely manner.a) Is willing to make decisions in difficult or ambiguous situations, whentime is criticalb) 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 ACUMENDefinition: Ability to perform with insight, acuteness,and intelligence in the areas of commerce and/orindustry. Make decisions and act in situations in whichthere is not enough information to be certain ofoutcome or implications of the decision.a) Directs resources towards profit and revenue growth opportunitiesb) Demonstrates high regard for company profitability / financialstrength

30. GLOBAL PERSPECTIVEDefinition: The ability to recognize and address issuesthat are outside our national perspective. Issues areviewed without any pre-set biases or limitations. Beingobjective, utilizing a broad framework in makingjudgments in domestic and international activities.Ability to see the “big picture”.a) Has global experience: considers problems and opportunities from aglobal perspectiveb) Understands group strategy, the role of the local business: “walks thetalk”c) Culturally aware and demonstrates ability to conduct business in localterms

SELF MANAGEMENT CLUSTER31. SELF CONFIDENCE

Definition: Faith in one’s own ideas and ability to besuccessful; willingness to take an independent positionin the face of opposition.a) Is confident of own ability to accomplish goalsb) Presents self crisply and impressivelyc) Approaches challenging tasks with a “can-do” attitude

32. STRESS MANAGEMENTDefinition: The ability to keep functioning effectivelywhen under pressure and maintain self control in theface of hostility or provocation.a) Remains calm under stressb) Can effectively handle several problems or tasks at once33. PERSONAL CREDIBILITYDefinition: Demonstrated concern that one beperceived as responsible, reliable, and trustworthy.a) Does what he/she commits to doingb) Respects the confidentiality of information or concerns shared byothers34. FLEXIBILITYDefinition: Openness to different and new ways ofdoing things; willingness to modify one’s preferred wayof doing things.a) Is able to see the merits of perspectives other than his/her ownb) Demonstrates openness to new organizational structures, procedures,and technology

LEVELS OF THE COMPETENCIES IN LEVELS OF THE COMPETENCIES IN VARIOUS DEPARTMENTS OF ITC HOTELSVARIOUS DEPARTMENTS OF ITC HOTELS

FOOD AND BEVERAGES DEPARTMENT L1 in communication cluster; L2 in Self mgmt cluster; L3 in Business cluster

KITCHEN

L1 in communication & relationship cluster; L2 in others

HOUSE KEEPING

L1 in Business cluster; L2 in others

HR DEPARTMENTL3 in relationship & communication cluster; L2 for others

ACCOUNTS DEPARTMENTL1 in communication cluster; L3 in business cluster

L1= Meeting requirements; L2= Proficient; L3= ExpertLevels are customised according to the Functions

SUPPORTING DEPARTMENTSUPPORTING DEPARTMENT

SECURITY DEPARTMENT

L1 in Business cluster, communication cluster; L2 in relationship cluster; L3 in Self mgmt cluster

MAINTAINANCE DEPARTMENT

L1 in Business cluster, communication cluster; L2 in relationship cluster; L3 in Self mgmt cluster

FRONT OFFICE

L2 in Business cluster; L3 in

communication cluster

THANK YOU AND HAVE THANK YOU AND HAVE A NICE DAY A NICE DAY