Our competency model

In our competency model, we have defined the most important requirements that our employees, particularly our managers, need to fulfill. It specifies skills, traits, and attitudes. At the same time, the model serves as
orientation for evaluation and development measures.

Core competencies The employee, especially the manager …

• thinks strategically
ENTREPRENEURIAL • has a broad and forward-thinking approach
SPIRIT • focuses on financial results

• feels accountable for results

RESULT ORIENTATION • is proactive and ready to take decisions up to own responsibility
• plans the work and monitors that results are achieved

• leads and drives people towards targets

LEADING AND • empowers people as appropriate and builds commitment
DEVELOPING PEOPLE • recognizes talent and develops people

• is safety driven
• understands and respects rules
H.E.S.S.
• promotes sustainability
• is accountable for his/her actions

• is curious
INNOVATION • anticipates change and implements new ideas and solutions
• challenges the status quo

• puts guests and internal clients at the center

• is service driven
SERVICE AND QUALITY • ensures an excellent service quality
• makes sure expectations are exceeded in line with brand positioning

• is open and adapts to change

• supports company-driven change and exploits opportunities that
CHANGE changes might bring
• understands environment’s evolution and reacts positively

• communicates effectively
• works in team and develops network
COOPERATION • adopts the transparent and respectful approach
• relates to others considering and respecting diversity

• fully respects the Code of Business Ethics and Corporation standards

ETHICS
• always adopts an ethical approach in line with company values