Reflective Practice and Community Engagement Report for Hilton Hotels

This report delves into the concept of community engagement, defining it as a collaborative process between organizations and society to address issues. The report uses Hilton Hotel and Resorts as a case study, exploring reflective practice through a detailed analysis of the actions taken while completing a task, and the learnings from the experience. The main body includes an explanation of reflective practice, the steps involved, and its application. It also features a role-play scenario where a hotel manager deals with an unsatisfied customer, followed by a reflective statement on the role-play, considering feedback received. The conclusion emphasizes the importance of effective conflict resolution and customer service in community engagement. References include books, journals and online resources, which provide further insights into the topic.

Community
engagement

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Explanation and discussion of the concept of reflective practice............................................1
2. Brief explanation of role play..................................................................................................2
3. Reflective statement taking in to account the feedback which is being received....................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Community engagement can be defined as the process of working in a collaborative
manner with the society to find solutions for the issues that are affecting individuals and group of
people. All the activities that are helpful for firms to engage community are considered as the
part of it. It also includes transparent and credible reporting, timely meetings and collaborative
decision making or strategy formulation (Community engagement, 2019). It is very important to
make sure that members of society have access to the valued social settings and activities. The
organisation which is selected for this report is Hilton Hotel and Resorts which is one of the
largest private hotel. It was established in year 1919 by Conrad Hilton. It is mainly established in
McLean, Virginia, US and operating business all around the world.
This report covers various topics such as explanation and discussion of the concept of
reflective practice, brief description of role play and reflective statement taking in to account the
feedback which is being received.
MAIN BODY
1. Explanation and discussion of the concept of reflective practice
Reflective practice can be defined as the ability to reflect upon the actions which are
taken by an individual while completing a particular task. It is related to the concept of learning
from experience in which people think that what they did, what happened at the time of working
on something, things that went right or wrong and is a second change is being achieved then
what changes can be made. Expressive skills are required to give personal reflection on a subject
in which all the feelings of people can be expressed that are experienced by them while
completing the tasks (Baldus, Voorhees and Calantone, 2015). There are six different steps that
are required to be followed while writing a reflection. These are read, ask, watch, feel, talk and
think. Under this process individuals have to develop understanding of theory and other practices
that have been analysed by them while working on a project. It is a way of expressing the
feelings that are being explicated by a person to complete a whole task. Reflective practice is a
form of analysis in which words like I, Me, Us, You are used to express the feelings. Own
experience can be studied with the help of it which is very useful for health professional who are
willing to carry on learning throughout their lives. It is a great way to increase confidence and
become more proactive and qualified professional person. Engagement in such type of practices
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helps to improve quality of care which is provided by analysers and close the gap between theory
and practice.
2. Brief explanation of role play
A job role which is being selected by me to complete this part of the project is a hotel
manager who is trying to manage a difficult customer. Reason behind the selection is that this
role is very much known to me and it is my dream job. This selection as helped me to live the job
before joining in an organisation. Main responsibility of managers is to manage all the manage
all the activities at work and make sure that clients get good services while staying in hotel. Main
liability of them to to analyse that all the operations are conducted in appropriate manner so that
higher profits can be generated for future period (Habibi, Laroche and Richard, 2014). The role
is as follows:
A customer came to Hilton Hotel for the stay of two days but uncertainly he asked to
leave the hotel as his AC was not working properly. Another reason for this action of visitor is
that he was not able to get the room which was previously booked by him in advance. A role
play between the manager and customer is as follows:
Customer: (Called on reception and ask to meet manager) Hello, I would like to meet the
manager as have various issues regarding the room and services.
Manager: Hello, sir I am the manger of hotel. I will come to you room and try to resolve
you issues.
Customer: Okay, come as soon as possible.
Manager: Sure sir.
Customer: (Manager knocks the door and come to the room) Come in.
Manager: Thank you sir. May I know about the issues you are dealing with?
Customer: First of all I want to say that your services are not good. I booked some other
room and then you provided me this room. But I accepted it as I already stay here for my work
perspective. Now the AC is not working, I am very disappointed.
Manager: Sorry for the inconvenience sir I will make sure that the AC get repaired soon
or you get another room (Dare, Schirmer and Vanclay, 2014).
Customer: No, now I don't want to stay here I want to check out.
Manager: Sir, I understand that you have faced various issues while staying in the hotel
but now I assure you that all your problems will be resolved by us a quickly.
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Customer: No, I don't want any assurance from you side. I just want to leave the hotel.
Manager: Sir, please don't panic we can provide you another room. You first go there
check everything and then take decision to leave.
Customer: Okay. Take me to that room.
Manager: Sure sir and the dinner for tonight is complementary from us as an apology for
the problems that you have faced in our hotel. (Takes client to the new room)
Customer: I like the room and as I have analysed that everything is good here so, I have
decided to shift the room and stay.
Manager: Thank You sir.
The above role play is being conducted by me in which I was managing a unsatisfied
customer.
3. Reflective statement taking in to account the feedback which is being received
I have conducted a role play in which I was a manager of Hilton and dealing with an
unsatisfied customer of the hotel who was mad at hotel staff because he was not able to get that
room which was booked by him previously and another reason is that AC of the another room
was not working. Various feedbacks are being received by me on this role play (McCarthy,
2014).
What went well in the role play: While I was managing the customer I was very calm
which is a good skill of me and I was appreciated for the same from other members of class. I
tried to reduce his unsatisfactoriness level by conveyancing him to shift in another room of his
choice. I have also offered him a cost free dinner as a complementary which was an apology
from the hotel staff for the problems that are faced by visitor in hotel. It was also a goo thing
which went well in my whole role play (Sallnow and Paul, 2015).
What could be done differently in future: I have decided that if I stuck in the same
situation in future then I will make sure that the rooms that are booked by clients should be
provided to them. If the staff is not able to do the same due to some circumstances then I will
make sure that the another room which is being provided to the guest is perfect and all the
services are provided to them appropriately. It can help me to deal with the issue in in effective
manner. I have decided to make these changes as it can help to make sure that such type of
situations does not take place in future again (Obach and Tobin, 2014).
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CONCLUSION
From the above project report it has been concluded that community engagement is the
process of involving society in the activities that are performed for the wellness of community. It
is very important for all the organisations to handle conflicts of customers appropriately so that
business can be executed in effective manner. In order to resolve issues the managers have to
make sure that they handle issues perfectly and try to be clam with customers so that good
relations with them can be established.
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REFERENCES
Books and Journals:
Baldus, B. J., Voorhees, C. and Calantone, R., 2015. Online brand community engagement:
Scale development and validation. Journal of Business Research. 68(5). pp.978-985.
Habibi, M. R., Laroche, M. and Richard, M. O., 2014. The roles of brand community and
community engagement in building brand trust on social media. Computers in Human
Behavior. 37. pp.152-161.
Dare, M., Schirmer, J. and Vanclay, F., 2014. Community engagement and social licence to
operate. Impact Assessment and Project Appraisal. 32(3). pp.188-197.
McCarthy, J., 2014. Multi-image photogrammetry as a practical tool for cultural heritage survey
and community engagement. Journal of Archaeological Science. 43. pp.175-185.
Obach, B. K. and Tobin, K., 2014. Civic agriculture and community engagement. Agriculture
and Human Values. 31(2). pp.307-322.
Sallnow, L. and Paul, S., 2015. Understanding community engagement in end-of-life care:
developing conceptual clarity. Critical Public Health. 25(2). pp.231-238.
Online
Community engagement. 2019. [Online]. Available through:
<https://www.scdc.org.uk/hub/community-engagement>
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