Employability Skills: A Case Study of Travelodge Hotel

Employability skills

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