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Employability Skills: A Case Study of Travelodge Hotel

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Added on 2024/06/27

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This assignment explores the importance of employability skills in the hospitality industry, using Travelodge Hotel as a case study. It examines the responsibilities and performance objectives of a Customer Relationship Manager (CRM), analyzes team dynamics, and evaluates tools and methods for developing solutions to work-based problems. The assignment also proposes strategies for resolving the issue of high labor turnover, considering both financial and non-financial impacts.

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Table of Contents
Introduction......................................................................................................................................3
Task 1 (LO1, AC1.1, 1.2, 1.3, 1.4, M1, M2, M3, D1, D2, D3).......................................................4
Task 2 (LO2, AC2.1, 2.2, 2.3, M1, M2, M3, D1, D2, D3)..............................................................8
TASK 3 (LO3, AC3.1, 3.2, 3.3, M1, M2, M3, D1, D2, D3).........................................................12
TASK 4 (LO4, AC4.1, 4.2, 4.3, M1, M2, M3, D1, D2, D3).........................................................15
Conclusion..................................................................................................................................... 17
Reference List................................................................................................................................ 18

Introduction
Travel and tourism is a flourishing sector at the present. The employees working in this sector,
needs to directly deal with the clients. Hospitality and demeanour should be maintained in this
sector. All the personnel in this sector needs to extremely carefully about their various
employability skills. This helps them to keep the customers contended. Following this method,
the organization can augment their sales and strive towards achieving sustainability in the
business. This will help the organization to curb competition in the market. In this assignment,
the case study of Travelodge Hotel has been taken and the employability skills or Customer
Relationship Manager has been evaluated (Travelodge, 2018). Travelodge Hotels Limited is
situated in London and caters to the hospitality industry. The organization is trying to improve its
customer service and therefore the staffs’ needs to improve their performance to need to the
goals set by the organization.

Task 1 (LO1, AC1.1, 1.2, 1.3, 1.4, M1, M2, M3, D1, D2, D3)
Customer Relationship Managers of Travelodge, UK have many responsibilities. The travel
and tourism falls under service sector. Hence, customer satisfaction is one of the main objectives
of the service providers.
1.1 Develop a set of own responsibilities and performance objectives
Marketing manager at the Travelodge, UK needs to develop few responsibilities and
performance objectives in order to become more efficient in their jobs. Following are few such
responsibilities that they need to develop:
 Customer experience and Guest Relation: Customer experience is the key
differentiator among the players in this industry. Guests are willing to pay more if their
experience is as per their expectations or exceed the expectations. Hence, one of the main
responsibilities of the Travelodge managers to provide best experience to their guests and
ensuring strong customer relations.
 Adaptability: Travelodge managers need to adapt to the situations as and when required
and act accordingly (Anantatmula, 2014).
 Decision Making Process: Decision taking is a crucial part of the job profile of
Travelodge mangers. They need to be able to take decisions while keeping the best
interest of the customers and the organization in mind.
 Learn and Develop: Travelodge managers should have an open mind to learn on the job
and develop their skills. This will make them more efficient and improve their
performance level.
 Ethics: In any situation Travelodge Managers should never leave their ethical path. Not
even to please any guest.
 Employment Rights: Travelodge manager should always practice the employment rights
follow the legislations imposed by the authority or the government.
Performance Objective: The main objective of the managers of Travelodge, UK is to
monitoring the performance of the workers. Motivate the workers to improve their efficiencies.
Working towards building good reputation for the hotel and create a brand name for the
organization (Ferreira and Otley, 2015). The other objectives are to provide effective decisions to

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the subordinates working in the hotel so that the productivity of the employees is always
enhanced. The CRM also should look into the fact that employment legislations are followed in
the organization.
1.2 Evaluate own effectiveness against defined objectives
The understanding that I have about my own managerial skills, I think that there is a huge needs
to improve my skills that would make me an effective manager in the future. It is my duty to
enhance the quality of work of my subordinates and manage my team in an effective manner. It
is also my responsibility to inculcate egalitarian culture in the organization. With the help of my
interpersonal skills, I have met this objective. I need to work on my communication skills so that
I can effectively communicate with the members of my team. Regarding customer service, I have
devised some effective strategies which were appreciated by the organization. Through the
implementation of the strategy the company has reached new heights regarding customer service.
I should monitor the market very well; this will help me to devise competitive strategies better
that will give my organization an upper hand in the market. I should improve my multitasking
skills to manage the various operations in the organization.
1.3 Make recommendations for improvement
As a Customer Relationship- Manager, I should improve some of my skills to increase my
employability quotient. Some recommendations that will make me an effective manager are
given below:
 Improve my information gathering skills: I need to improve my information and data
gathering skills. The knowledge that I will get from the market will help me come up
with strategies that will help the organization to curb forth coming competition (Ho, et
al.,, 2015). With good knowledge, I will be able to direct my subordinates in a better
way.
 Enhance my communication skills: In order to improve my interpersonal skills, I need
to enhance my skills of communicating with different people (Cheruvelil, et al., 2014).
This will help me to communicate with my subordinates with ease. I will be able to make
them understand their work clearly that in turn will improve the quality of work of my
subordinates.

 Work on my multi-tasking skills: As a customer relationship manager, I should be great
at multitasking as the job roles demands it. I need to work on my team management as
well as time management skills at the same time. This will ensure me to have a coherent
flow of work in my department (Ho, et al.,, 2015).
1.4 Review how motivational techniques can be used to improve quality of performance
The theory of Maslow’s Hierarchy of Needs will be helpful in motivating the employees
working in Travelodge Hotel. According to the theory, when five different needs are addressed,
motivation can be achieved among the employees.
Figure 1: Maslow’s Hierarchy of Needs
(Source: Robertson, 2016)
All the primary needs of the employees as well as mine should be looked after and focussed by
me as Customer Relationship Manager (CRM). All the employees of the organization should feel
comfortable at the workplace. The employees should be provided with proper cubicles.
Workplace safety should be looked after so that the employees remain protected in case of
hazards and emergencies. This will help the employees to work with any worry. All the
psychological needs of the employees should be addressed by the organization. This will help the

employees to produce quality work. As a CRM, I need to develop cordial relationships with all
the employees in the organization so that I can address the grievances that arise between the
members of my team. It is one of my prime responsibilities to protect the self-esteem of the
employees. This can be done by rewarding the employees appropriately for the work they
perform.

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Task 2 (LO2, AC2.1, 2.2, 2.3, M1, M2, M3, D1, D2, D3)
2.1 Develop solutions to work-based problems. You need to develop solutions to at least two
work-based problems identified during your work experience or in your role as a manager
at Travelodge Hotel (a written report).
Every employee encounters problems related to work in their workplace. I, as a CRM in
Travelodge hotel have also encountered work based problems. The two work based problems are
Inappropriate Systems of Appraisal and Unproductive Team Performance. Solutions to the
mentioned work-based problems have been discussed below:
Inappropriate Systems of Appraisal
In Travelodge, the performance of the employees has hit the ground and the main reason behind
it is dissatisfaction among the employees. There is no proper appraisal system in the organization
which has made the situation even graver. It is very important for the organization, to improve
the existing appraisal system and implement a proper reward system (Warokka, et al., 2012).
This would motivate the staffs to perform better and produce quality work. The employees
working in the organization should be provided with incentives when they produce quality work.
Unproductive Team Performance
The employees working in my department are not united and this has resulted in uncoordinated
working practices. Communication gap is the main reason behind deteriorated coordination
among the team members. All the departments functioning in Travelodge should have
coordination among it (Chen and Lin, 2013). This will help the organization to serve the
customers in a better manner. The communication between the employees should be improved
through conducting activities among the workforce in the organization.

2.2 Communicate in a variety of styles and appropriate manner at various levels. You need
for example to write a formal letter to senior management of the hotel to inform them
about the problem and a memo to all staff
Written communication is the best way to inform various issues to the management of the
organization. This will help in eradicating the issue from the roots. A formal letter and a memo
are given below:
Formal Letter:
To,
The Senior Management
Travelodge Hotel
Subject: Problems in the workplace and Potential Solutions
Respected Ma’am/Sir,
This letter is to inform you that there are coordination issues between the employees in the
organization which is delaying the delivery of work. There is communication gap between the
employees which is hampering the performance of the teams. This is resulting in poor productivity,
and ill reputation for the organization. The workflow of the employees is not coordinated due to the
gap in the communication process. The operations of all the departments in the organization are
interlinked. Therefore, it is important to have coordination among the departments. Dearth of
communication and coordination between the teams will cripple the performance of the entire
organization. The next problem which has been observed by me is that employees are not satisfied
in the organization as a result they are not motivated. De-motivated employees cannot produce
quality work for the organization. There is not appropriate system of recognition in company which
is hammering the self-esteem of the employees. I have come up with some solutions to mitigate the
above mentioned problems. Interdepartmental conferences and groups discussions should be held
among the employees of the different department which will be helpful in decreasing the
communication gap. In order to resolve the issues regarding employee dissatisfaction, the company
should implement proper appraisal system. This will help in motivating the employees.
Regards,
Customer Relationship Manager (Travelodge Hotel)

Memo:
To,
The Personnel
Travelodge Hotel
Subject: Problems in the workplace and Potential Solutions
 In the various teams of the organization, the management has noticed that errors are
emanating in the workflow. The teams of the different departments are not coordinated
and as a result, the team performance has slacked and the quality of work is being
compromised. In order to curb this grave issue, the management of the organization has
come up with the idea of organizing inter-departmental conferences and discussions. This
resolution might mitigate the problem of communication gap among the employees.
 In addition to this, the management has observed that the dissatisfaction among the
employees is rising. In order to mitigate this issue, the organization has come up with a
transparent and well structured system of appraisal. This appraisal system will
acknowledge the work done by the employees in the organization
From,
Customer Relationship Manager
Travelodge Hotel

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2.3 Identify effective time-management strategies in relation to the work-based experience
or in your role as a manager at Travelodge. Present your evidence as a written report to
your line manager.
As a CRM, it has been fathomed by me that productivity can be improved by enhancing time
management skills. The effective time-management strategies which have been identified by me
are as follows;
Setting of Rational Deadlines: Rational deadlines should be set by me that will enable me to
utilise time in an effective manner and also help me to complete all the tasks in time that are
assigned to me (Zampetakis, et al., 2014). I can be on my toes through setting the rational
deadlines and this helps me to submit all my works on time.
Setting of Goals and Development of Action Plans: Particular goals and objectives should be
set by me. This will help me to complete all my tasks within the stipulated time period. Through
this I will be much inclined to finish my tasks on time. In addition to this, I should also prepare
an action plan which is coherent in nature (Zampetakis, et al., 2014). The plan will guide me to
take necessary actions that will result into task completion.

TASK 3 (LO3, AC3.1, 3.2, 3.3, M1, M2, M3, D1, D2, D3)
3.1 Explain the roles people play in a team and how they can work together to achieve
shared goals
All the departments in the Travelodge Hotel are strongly interlinked and thus team work is very
vital here. Without proper coordination between the team, the organization would not be able to
produce quality work. The Belbin’s model of team roles will help to evaluate the
responsibilities of the members in a team.
Figure 2: Belbin’s Team Roles
(Source: Batenburg, et al., 2013)
Plant: These members manifest individual creative capabilities which help in bringing
innovative strategies to the organization. This helps the hotel to achieve a niche in the sector in
which the company is operating.
Team Worker: Team workers are the persons who encourage team work and hold all the
members of team together which helps in the accomplishment of goals.
Specialist: Specialist is the people who suggest special guidelines to the subordinates so that
quality work can be produced by the team (Batenburg, et al., 2013).
Coordinator: The duty of synchronising and ordering is done by the coordinator. This results
into error free deliveries from the members of the team.

Resource Investigator: Identification of the resources available in the company is done by the
resource investigator. Opportunities are then found by the investigators so that desired goals can
be achieved (Batenburg, et al., 2013).
Shaper: Shapers in a team has to the duty to review the performance of the individual team
members. All the tasks are aligned with the corporate objectives by the shapers.
Monitor Evaluator: All the responsibilities regarding analysing and supervising of performance
is done by the monitor evaluator. After the evaluation is done, employees are given appraisals
accordingly.
Implementer: Implementers are the person who includes the approaches and this ensures the
approaches are facilitated in proper method (Batenburg, et al., 2013).
All the members in a team should be equally responsible and should carry out their work
efficiently. This will help the team to achieve desired results with the allocated time frame.
Cooperation, coordination and communication within the team members needs to be enhanced
that that no obstacles are faced in reaching the desired targets.
3.2 Analyze team dynamics
The foundation of team dynamics is laid by working environment and organizational culture.
Keeping this fact in mind, Travelodge Hotel, is contemplating on the inclusion of the concept of
team dynamics in the organization. Team dynamics will encourage the egalitarian culture of
work on the organization (Georgiadis, 2014). A healthy working environment should be
developed by the leaders and the managers in the organization and this can be achieved by equal
pay and delegation. Some employees in the organization look at the managers and the leaders as
their role model that helps them to remain engaged and loyal towards the organization and thus
deliver excellent productivity. In addition to this, the pitfalls and the potentials are evaluated by
the team leaders. This helps the leaders with allocation of work. When allocation of work is done
correctly, maximum productivity gets generated from the employees.
3.3 Suggest alternative ways to complete tasks and achieve team goals
The team dynamics in Travelodge Hotel can be improved by the team leaders by inculcating the
strategies that has been given below:

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Recording and Collecting Feedbacks: The leaders of the team should collect feedbacks from
the employees to gather knowledge about their grievances and problems (Gilardi, et al., 2014).
By acknowledging the problems, the leaders can develop solutions. When the problems of the
employees get solved they earn motivation which results in delivery of quality work.
Team Collaboration: All the leaders of the teams should instil the idea a unity among the
members. This will help in to achieve quality work.
Task Achievement Cycle: An analysis of the root cause of the problems should be analysed by
the team leaders (Gilardi, et al., 2014). This will help in the mitigation of the problem at the
earliest. After this, task achievement cycle should be incorporated. This will result in completion
of tasks within the set deadline.

TASK 4 (LO4, AC4.1, 4.2, 4.3, M1, M2, M3, D1, D2, D3)
4.1 Evaluate tools and methods for developing solutions to problems with reference to your
chosen organisation or Travelodge Hotel
It has been noticed by the CRM that, the employee turnover rate in the Travelodge is quite high.
In addition to this, organization is facing problems like inefficiency of team roles and improper
functioning of the teams. Some methods have been suggested here which when implement by the
management can mitigate the above mentioned problems.
Definition of the Problem: The organization at the very first needs to classify the predicament
so that the intensity can be evaluated
Evaluation of the Problem: Identification of the root cause of the problem needs to be done so
that eradication policies can be drafted.
Identification of Potential Results: Identification of the possible results is the third stage. This
stage determines the proposition of the issues that are emanating. By doing so, the intensity can
be evaluated.
Assessment of Various Outcomes: Here, in this stage assessment of the possible solutions are
done in order to test its feasibility and outcome.
Implementation of Problem Solving Approaches: After the assessment of the possible
approaches, the most relevant and useful problem solving method is identified and implemented
so that the issues get resolved (Whimbey, et al., 2013).
4.2 Develop an appropriate strategy for resolving a particular problem of labour turnover
with reference to your chosen organisation or Travelodge Hotel
The Travelodge Hotel is going through a situation where the attrition rate is quite high in the
organization. This is due to high dissatisfaction and low motivation among the employees. This
in the long run will hamper the productivity of the organization. The organization is in need to
efficient human capital so that the operational flow remains unhindered. The management of
Travelodge Hotel needs to come up with proper solutions to mitigate the issue as soon as
possible. The best possible approach to mitigate this issue is to develop and implement a
structured performance management system and a reward system (Ferreira and Otley, 2015).
With the incorporation of the above mentioned methods, the organization can improve employee

engagement and the high rates of attrition (Ferreira and Otley, 2015). This will increase the
productivity of the employees. All the employees working in the organization should be
rewarded and appraised for their quality work.
4.3 Evaluate the potential impact on the business of implementing the strategy. You should
consider both financial and non-financial impacts on the business.
Some recommendations have been provided to Travelodge Hotel, which will help in mitigating
issues such as high attrition rate and low motivation among the employees. In non-financial part,
the company will have the chance to reduce the rates of attrition to a large extent. In the long run,
this will help the organization to achieve sustainability. The organization requires a potential
workforce that will help the organization to deliver corporate performance. In the financial part,
implementation of the performance management system will help in improving the services that
is provided to the consumers and this will eventually result into high amount sales for the
organization. In this way, the organization will be able to retain most of its customers which will
result into greater sales. This will help the hotel to gain financial stability (Ferreira and Otley,
2015).

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Conclusion
The discussion done in this assignment, has reached an inference that employability skills are
very important in reaching the desired targets of the organization. All the employees working in
the organization needs to perform their roles and responsibilities diligently, so that the goals can
be reached. The case of Travelodge Hotel has been analysed in this assignment. Comprehending
the case study has made some topic clear that team work is very important to achieve goals in the
organization. All the operations in the organization are inter-related to each other therefore
collaboration with the teams is very crucial and the management of the organization should come
up with policies to improve it. Employee satisfaction needs to be achieved by every organization
so that the organization can retain its sustainability in the market.

Reference List
Anantatmula, V.S., 2014. Project manager leadership role in improving project performance.
Engineering Management Journal, 22(1), pp.13-22.
Batenburg, R., van Walbeek, W. and in der Maur, W., 2013. Belbin role diversity and team
performance: is there a relationship?. Journal of Management Development, 32(8), pp.901-913.
Chen, M.L. and Lin, C.P., 2013. Assessing the effects of cultural intelligence on team knowledge
sharing from a socio‐cognitive perspective. Human Resource Management, 52(5), pp.675-695.
Cheruvelil, K.S., Soranno, P.A., Weathers, K.C., Hanson, P.C., Goring, S.J., Filstrup, C.T. and
Read, E.K., 2014. Creating and maintaining high‐performing collaborative research teams: the
importance of diversity and interpersonal skills. Frontiers in Ecology and the Environment,
12(1), pp.31-38.
Ferreira, A. and Otley, D., 2015. The design and use of performance management systems: An
extended framework for analysis. Management accounting research, 20(4), pp.263-282..
Georgiadis, G., 2014. Projects and team dynamics. The Review of Economic Studies, 82(1),
pp.187-218.
Gilardi, S., Guglielmetti, C. and Pravettoni, G., 2014. Interprofessional team dynamics and
information flow management in emergency departments. Journal of advanced nursing, 70(6),
pp.1299-1309.
Ho, W., Xu, X. and Dey, P.K., 2015. Multi-criteria decision making approaches for supplier
evaluation and selection: A literature review. European Journal of operational research, 202(1),
pp.16-24.
Robertson, F., 2016. Maslow’s hierarchy of needs. In Gower Handbook of Internal
Communication (pp. 143-148). Routledge.
Travelodge, 2018. About Us. [online] Available at: < https://www.travelodge.co.uk/> [Accessed
3 Aug 2018]

Warokka, A., Gallato, C.G., Thamendren, A. and Moorthy, L., 2012. Organizational justice in
performance appraisal system and work performance: evidence from an emerging market.
Journal of Human Resources Management Research, 2012, p.1.
Whimbey, A., Lochhead, J. and Narode, R., 2013. Problem solving & comprehension: A short
course in analytical reasoning. Routledge.
Zampetakis, L.A., Bouranta, N. and Moustakis, V.S., 2010. On the relationship between
individual creativity and time management. Thinking skills and creativity, 5(1), pp.23-32.

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