Housekeeper
Pennington Court
Person Specification and Competencies
Competency Profile
GROUP
COMPETENCY
CORE LEVEL OF COMPETENCY
A
1. Customer Focus
CUSTOMER ORIENTATION
BEING PART OF A TEAM
B
C
D
RESULT


2. Taking Responsibility
3. Interpersonal Sensitivity

4. Teamwork
5. Motivation of Self and Others
ALL JOBS

6. Influencing

7. Results Orientation
8. Problem Solving
ALL JOBS

9. Adaptability/Change

Orientation
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
1
Housekeeper
Pennington Court
Person Specification and Competencies
SKILLS FOR THE WORKPLACE
10. Creativity and Innovation

11. Planning and Organising

12. Ensuring Understanding

13. Applied Technical and

Professional Skills
MANAGING OTHERS
14. Leadership

15. Sharing Information

16. Setting Objectives/Managing

Performance
 = Competency Level Required
Signed ____________________________
Technical Skills rather than behaviour
All jobs with People Management responsibility
Position____________________________
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
2
Housekeeper
Pennington Court
Person Specification and Competencies
Competency
Definition
Customer Focus
Focuses on identifying meeting and exceeding
Level
B
the needs of internal and external customers
Positive Indicators

Questions to establish what the customer needs

Takes ownership to ensure customer’s needs are met.
Prepared to do things differently to deliver the service
required

Manages customer’s expectations. Is clear about what can
and can’t be done.

Communicates own needs to customers and suppliers

Builds positive relationships with customers and suppliers
through ongoing informal contacts.

Reacts in a constructive way to feedback about poor service
within own area. Takes steps to improve.
Taking Responsibility
Takes on accountability for tasks and
achieving objectives. Sees project through to
C

The individual recognises what the strategy of the
organisation is and how they can contribute to it.
completion.
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
3
Housekeeper
Pennington Court
Person Specification and Competencies
Interpersonal
Demonstrates sensitivity to the needs and
Sensitivity
feelings of other people and uses a range of
B

Picks up and responds to non-verbal signs from other
people. Shows tact and diplomacy in choosing response
interpersonal skills.

Uses a range of questions in a one to one situation to get to
the root of the problem

Able to use empathy to understand the other person’s
feelings and needs
Teamwork
Ability to build effective and committed
teams playing an active role as a team
ALL

Delivers negative messages in a positive and acceptable way

Good working relationships with all members of the team
JOBS
equally.
member whilst involving and encouraging

Shows commitment to team goals and targets.
others to contribute to the team

Takes responsibility for own role as part of the team and
achievements
takes pride in the achievement of the team

Supports colleagues. Offers help without being asked.
Shares information or advice

Celebrates team success and congratulates others who do
well

Recognises and values differences. Works effectively with
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
4
Housekeeper
Pennington Court
Person Specification and Competencies
others irrespective of differences of approach

Treats all members of the team equally

Recognises conflict within the team and acts quickly to deal
with it in a constructive way.

Encourages the contributions of others. Values and builds
on input from all sides

Finds ways of working with other teams in other
departments or functions-works to break down barriers
Motivation of Self
The ability to steer others towards a goal and
and Others
motivate them to achieve it, showing support
B

Works with others to motivate them and themselves

Feels positive about the organisation and shows this in their
and encouragement for their efforts
work and attitude

Does not need to be motivated by others-can work well on
their own or as part of the team
Influencing
The ability to convince others to a course of
B

action through the application of an
understanding of the politics of the situation,
building a strong and assertive case and
Selects an approach to meet the needs of the situation. Can
be both direct and forceful as well as diplomatic

Uses questioning skills to find out what the other party
believes/wants and summarises to check own understanding
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
5
Housekeeper
Pennington Court
Person Specification and Competencies
making an impact
of the arguments

Gains ownership and buy in from others. Seeks out a
win/win situation in debates and arguments.
Results Orientation
Sets and maintains high work standards and
follows up to meet targets. Focuses on
achieving results.
ALL

JOBS
Understands the work targets and objectives set for own job
and how own actions impact on the achievement of targets.

Inputs on the formulation of formal work objectives.
Informally suggests how to get things done rather than
waiting to be told.

Minimises obstacles or problems

Volunteers or responds positively when asked to take on
new tasks – commits to achieving them.

Monitors own performance against the objectives and
targets set and takes action to improve. Seeks to exceed
work targets wherever possible.

Monitors the costs involved in any change process as well as
ongoing costs. Will look to save money where possible.
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
6
Housekeeper
Pennington Court
Person Specification and Competencies

Focuses on the job in hand. Is not easily distracted from
achieving the task. Remains focused under pressure.

Strikes a balance between quantity and quality of output to
achieve success

Reviews work projects and tasks to identify areas for
improvement

Perseveres despite distractions and conflicting priorities and
follows through on promises
Problem Solving
Analyses issues and breaks them down into
B
their component parts

Works on the causes before thinking about the solutions

Thinks things through thoroughly, identifying the root of the
problems and considering long-term and knock on effects.

Looks for creative options or approaches –seeks imaginative
solutions to problems
Adaptability/Change
Understands and is receptive to the need for
Orientation
change. Demonstrates adaptability to
changing demands and conditions
B

Gets to grips with the nature of the change and the reasons
for it.

Owns the changes. Associates self with the decision to
change. Sells the benefits.
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
7
Housekeeper
Pennington Court
Person Specification and Competencies

Understands the impact of change on others and on self.

Provides support. Listens to people’s concerns and
empathises without indulging
Creativity and
Ability to find ways to do things better,
Innovation
generate ideas and initiate appropriate action
to improve performance
B

Continually challenges the way things are done. Thinks
‘outside the box’ to come up with new approaches

Challenges upwards. Asks questions to understand
decisions. Suggests alternative approaches

Creates opportunities for innovative thinking within own
area. Encourages challenge and independent thinking from
own colleagues

Takes action to implement improvements in processes and
procedures in own area. Achieves improvement however
difficult.
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
8
Housekeeper
Pennington Court
Person Specification and Competencies
Planning and
Ability to identify what needs to be done to
Organising
achieve objectives, prioritising key issues,
B

Looks weeks ahead in assessing priorities and planning work

Manages own time to complete tasks within agreed
organising short term activities and planning
deadlines and is clear about the impact of decisions on the
ahead to ensure that all tasks will be achieved
time of others.
Ensuring
The ability to listen to what others have to say
Understanding
and communicate one’s own
B

Prepares fully for work. Organised and in control.

Has contingency plans for familiar problems

Recognises overload and asks for help

Ensures all information that is relevant to the team or peer
group is passed on.
ideas/information in an appropriate manner

Arranges opportunities to share views and exchange ideas
to ensure all parties maintain a full and up to

Is always open to listen to others and ensure that they are
date understanding
Applied Technical
Expertise of the individual and ability to apply
and Professional
Skills
clear about the message being given.
B

An individual who understands and can complete their tasks
it in their technical, professional or

Will make decisions based on previous experience
operational area

Will take on additional responsibility

Acts proactively, looking for additional work or ways they
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
9
Housekeeper
Pennington Court
Person Specification and Competencies
can apply their skills
Leadership
Sharing Information
Empowers and develops team members.
B

Coaches others to do their job better
Provides support and encouragement to

Makes each individual feel they are valued
succeed

Recognises and diffuses conflict situations

Delegates clearly and supports staff.

Selects appropriate issues to communicate. Understands
Creates a culture which ensures a two way
B
flow of information
what should and should not be cascaded down and how it
should be done.

Encourages participation when communicating. Asks
questions to get others involved. Solicits opinions and
views. Allows sufficient time for discussion/debate

Communicates issues in a positive way. Inspires confidence
in the future

Takes ownership of decisions which are communicated even
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
10
Housekeeper
Pennington Court
Person Specification and Competencies
where he/she disagrees with the approach

Puts in place processes which enable individuals to raise/add
items for discussion at meetings

Follows up on issues raised or questions left open at the end
of discussions

Actively looks for feedback from direct reports on a regular
basis and deals effectively with negative feedback
Setting
Identify what needs to be achieved and break
B
Objectives/Managing
this down into tasks to be delegated and
through informal counselling and coaching discussions.
Performance
objectives to be set for others
Prepared to take a firm line when needed and to follow up

Takes speedy action to deal with performance issues
to ensure improvement

Understands the organisation’s policies and procedures
and the legal framework for dealing with performance
issues. Demonstrated confidence with the procedures
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
11
Housekeeper
Pennington Court
Person Specification and Competencies
Essential Additional Factors

Ability to lead and manage the housekeeping team

Ability to manage and control budgets and ordering systems

Prepared to develop self and undergo training

To have numeracy and literacy levels appropriate to the standard required for the job role

To have clear spoken English and excellent written and verbal communication skills

High standard of personal hygiene and appearance

Willing to work shifts/weekends/Bank Holidays on a rota basis
Desirable Additional Factors

Experience in budgetary control

Be prepared to bring other skills to the workplace to enhance the housekeeping/hospitality service

Knowledge of health & safety requirements

Previous experience within the hospitality industry

Hold a recognised qualification specific to the job role
Filename: WWC-PS-00021 PC
Date: 22/11/11
Issue No: 1
12