Example Competency Framework
Use of competence and also competency frameworks
Competency frameworks can be developed in a number of ways.
Employers use competency frameworks with the aim of achieving the following goals:
- underpinning of employee reviews/appraisal
- enhanced employee effectiveness
- greater organisational effectiveness
- better analysis of training needs
- enhanced career management
In addition to competencies (or behaviours) there are also competences (or skills and knowledge) that are required to do a job.
The approach is to list your people or roles down one side and the skills, knowledge or qualifications people need to have to do their job across the top.
It is then a matter of assessing if people have these competences (as in the first example) and, possibly, to what level (e.g. basic, advanced etc.).
A matrix could be used (as in the second example) to show competences of behaviours needed for a role rather than a person. Colours being used here to link individual training/skills to a wider ‘qualification’.
Colours could also be used to indicate the numbers needed possessing the required skill to run the business as on the Team Matrix below. This makes the ‘training gap’ clear. Red shows people not possessing the skill.
Techniques for encouraging high performance
Effective Management
Some questions to consider.
What does a good manager look like in your business?
You may want to develop a management competency framework which should be closely linked to your vision, purpose and values. The competencies will to focus on how you do things, as well as what you do. They should be designed to enable employees to manage their own hospitality careers by providing a tool for proactive personal development and for staff who are looking for progression to management to aspire to achieving.
These can also form a basis for interviewing by referring to these competencies, and the questions that you will be asking designed to demonstrate the potential candidates skill and expertise in these key areas which are relevant to every area of the business.
Examples:
Passion for Guests
Consistently looks for new ways to exceed our hotel guests’ expectations.
Improves Standards & Service
Consistently uses own initiative to implement improvements.
Plans & Prioritises
Is able to manage multiple activities simultaneously and successfully.
Maximises Sales
Consistently seeks opportunities and shows eagerness to improve sales, and demonstrates awareness of our competitors and the need to outperform them.
Team Work
Is motivated to help colleagues, and consistently demonstrates knowledge of colleagues and customers through a caring approach.
Positive Attitude
Is energetic & optimistic with a positive outlook, and gets excited to support the team to ensure all are pulling together.
Effective Communication
Consistently uses innovative methods to communicate effectively.
Respect for People
Always treats people as individuals & actively encourages team work.
Typical Competency Framework
- Continual Improvement
- Customer Focused
- Decision Making
- Interpersonal Communications
- Leadership
- Mentoring & Coaching
- Planning & Organising
- Strategic Thinking
