Employability Skills in Tourism and Hospitality

The provided assignment is a collection of research papers and studies related to employability skills in the tourism and hospitality industry. The papers explore various aspects of employability, such as social career management, cultural soft skills, and the importance of core soft skills between retailing and tourism management students. The studies also examine the role of employability in graduates' satisfaction and loyalty, as well as the necessity of changes in the system of hospitality industry and tourism training. The assignment aims to provide a comprehensive understanding of employability skills in the tourism and hospitality sector.

Employability Skills

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Developing a set of own responsibilities and performance objectives.................................1
1.2 Evaluating own effectiveness against defined objectives.....................................................2
1.3 Making recommendations for improvement ........................................................................3
1.4 Reviewing motivation techniques used to improve quality of performance.........................4
TASK 2............................................................................................................................................4
2.1 Developing solution to work based problems ......................................................................4
2.2 Discuss a variety of style of communication at various level ..............................................5
2.3 Identifying effective time management strategies in relation to work based experience.....6
TASK 3 ...........................................................................................................................................7
3.1 Explaining the roles plays working in a team ......................................................................7
3.2 Analyzing team dynamic ......................................................................................................8
3.3 Suggest alternative ways to complete tasks and achieve team goals....................................8
TASK 4 ...........................................................................................................................................9
4.1 Evaluating tools and methods for developing solution to problems ....................................9
4.2 Appropriate strategy for resolving the problem of labor turnover......................................10
4.3 Evaluate impact on business of implementing strategy .....................................................10
CONCLUSION..............................................................................................................................11
REFERENCES .............................................................................................................................12

INTRODUCTION
Employability skills are set of behaviours which are necessary at the workplace. High
employability skills help in getting the jobs. There are different skills like communication,
problem solving, and interpersonal, learning and self-management. In this case study, personal
and transferable skills will be identified. Therefore, Thomas Cook has been taken into action. In
this report, it will develop set of own responsibilities and performance, evaluating own
effectiveness against defined objectives, make recommendation for improvement and review of
motivational techniques used to improve quality of performance. It will develop solution to work
based problems, variety of communication styles at various levels and identify effective time
management in relation to work-based performance as well. It will explain the roles play in a
team, analyse team dynamics as well as suggest alternatives ways for completing tasks and
achieving team goals. It will evaluate tools and methods for solutions to problems and potential
impacts of implementing the strategy (Arasli, Alpler and Doh, 2015).
TASK 1
1.1 Developing a set of own responsibilities and performance objectives
Thomas Cook is the company which is providing travel and tourism services to the
customers. It is the largest travel and tourism firm in hospitality industry. Therefore, there are
many employees working and taking various responsibilities at workplace such as personal
responsibilities, decision making, etc.
Personal Responsibilities:
Direct and Indirect Relationship: It is an essential responsibility of mine is to maintain
both direct and indirect relationship in between employees and customers in Thomas Cook. To
maintain relation in between employees, I am organising many events and programs in the
workplace, so that it is easy for employees for working together in team (Asonitou, 2015).
Decision Making Process: It is my responsibility to making decision of the company. I
am ensuring that all employees are taking responsibility and giving ideas in decision making
process for solving problems in the organization. I am developing skills of employees for
participating in decision making process.
Employment Rights and Responsibilities: It is my responsibility to following
employment rights and responsibilities in the organization. It is necessary to following all laws
and regulation such as health and safety, wages, compensation etc (Baum, 2016).
1

Performance Objectives:
I am working as HR executive in Thomas Cook. My performance objective is to become HR
manger of company.
My next objective is to improve my communication skill within 3 months, so that I will become
HR manager in the company.
My next objective is to develop my technical skills within 4 months, so that I will operate system
effectively.
My next objective is to improving my leadership skills within 2 months, so that I will proper lead
to teams in company.
1.2 Evaluating own effectiveness against defined objectives
Objectives Effectiveness
Communication Skills For become HR manager, it is necessary to
well communication skills. Therefore, I will
improve interaction skills within 2 months.
Technical Skills I am able to operate system, so that I will
improve my technical skills within 4
months .
Leadership Skills I am not proper leading of teams, so that I
will adopt different styles of leadership and
improving my skills in company.
1.3 Making recommendations for improvement
For effectiveness and improvement of performance objectives, company should adopt
various strategies and methods in the workplace.
To raise my Communication Skills: I will get training for improving my
communication skills for becoming HR manager of the company. It is necessary to well
interaction with employees and customers in the workplace. (Benson, Morgan and Filippaios,
2014).
2

Training Needs: I will identify needs and give the training of employees in the
organization. Needs includes skills development, better performance, improving weaknesses,
creating opportunities etc. Therefore, manager should give training for improvement of all these
elements of employees (Caruana and Mcpherson, 2015).
Guidance from seniors to raise leadership skill : I will adopt different style for proper
leading of teams in the workplace. Therefore, it is helping of me for becoming HR manager of
company. I will take responsibilities and duties of all team and giving solution of problems and
issues. I will have to take guidance of my leaders so that I can become a good leader
Development of knowledge: For improvement of performance, I will develop
professional knowledge in the organisation. There are different techniques and methods for give
knowledge by professionally. These techniques should helped in improvement of performance in
the company (Eurico, da Silva and do Valle, 2015). I will have to read books and have to search
about role of HR manager so that I can perform my responsibilities effectively.
1.4 Reviewing motivation techniques used to improve quality of performance
There are different techniques of motivation which is used to improving quality of
performance by manager in the Thomas Cook.
Creating Work Environment: The manager is to creating positive environment of
workplaces. It includes encourage team work, sharing ideas and increasing knowledge to better
performance in the organization. It is tool to solving problem and conflicts of the company (Iyer,
2017).
Setting Goals: The objectives of company is to setting and establishing goals and
objectives. Through giving instruction and training, it is to helping for improving quality of
performance of employees. The manager should make efforts on goals are measurable and
achievable of organization.
Provides Incentives: The manager is to providing incentives for motivating employees in
the organisation. There are different types of incentives like cash prize, gifts etc. given by
manager. It helps to completing needs and expectation of employees by receiving incentives.
Sharing Profits: For motivating, manager is to giving the profit sharing of employees in
the organization. It helps to achieving goals and objectives of individual and company. It
increases earning and improving performance of employee in the company (Jackson, 2014).
3

Giving Feedback: The manager is to giving feedback in both positive and negative by
performance of employees in the workplace. The negative feedback is to improving
performance, increasing knowledge and skills of employees. The manger is to giving feedback
on the regularly basis for enhancing the performance and motivation of employees in the
company.
TASK 2
2.1 Developing solution to work based problems
There are many works based problems like training, motivation, health and safety,
discrimination etc. in the organization. Manager is various techniques for solution of these
problems in the workplace.
Communication Problems: It is main work based problem of employees in the
organization. The manager is giving the training for communicating with employees and
supervisors. Therefore, manager is to organizing many events and programs for maintaining the
relationship between employees. The communication problems which are affects competition,
decreasing skills and ability to learning of employees (Khoung, and et.al., 2017). Manager is to
organizing training sessions for improving communication skills of workers. Thomas Cook is the
largest company which provides travel and tourism services to customers. Therefore, employees
of Thomas cook should make efforts on well communicating with customers.
Low motivation: The low level motivation of employees is effects negative impact on the
employees' performance in the organisation. Manager is to identifying needs, values and
expectation of employees. Therefore, manager is adopting various theories such as Maslow's
needs hierarchy, Vroom's expectancy etc. Manager is to adopting many techniques and theories
for employees motivation in the workplace (Tsitskari and et.al., 2017). The theories are helping
to increasing values , completing needs and expectation, improving performance of employees in
the company. The manager of Thomas Cook is to giving motivation, so that employees are better
performance and providing better services to customers. For solutions of low motivation are
creating supportive environment, maintaining relationship, completing tasks on time.
2.2 Discuss a variety of style of communication at various level
The communication is necessary to growth of the company. It helps to improving
performance, motivation of employees in the workplaces. There are different styles of
4

communication in appropriate manner at various levels. Manager is to using different ways to
communicating with senior management and staff.
Upper Level: The upper level management is to using emails for giving information and
formal letter for communicating with middle and lower level employees. It is easy to
communicating with employees in the large organisation. Through emails, providing all
information from different location (Wesley, Jackson and Lee, 2017).
Middle Level: For giving any information, middle level employees are conducting
meeting to the staff in company. Through meetings, manager is to communicating with teams or
groups for solving problems and giving information. It is most effective ways to giving
responsibilities of team member.
Lower Level: The lower level employees is giving information by the memo and
communicating with one to one interaction. The lower level manager is calling individual's
employee and asking their problems and issues. In the large organization, it is impossible to oner
to one interaction from employees (Zaitseva, Goncharova and Androsenko, 2016).
Formal Letter
To: Senior Management
From :
Dear Sir,
This is to inform for issues and problems between staff like lack of communication, low
motivation, technological and other issues. Therefore, you will take action for solving these
problems and issues which affects customers services.
Kindly look into the problems and taking suitable action.
Thanking you
Yours sincerely
5

Memo
To :
From :
Date : 30 July 2018
Subject: Regarding the problems and issues.
This is to information regarding problems and issues in the hotel. All of employees are giving
information of senior management or HR manager regarding any of issues like training,
compensation and other issues.
CC:
2.3 Identifying effective time management strategies in relation to work based experience
The manager is to adopting various strategies for effective time management in the work-
based experience.
Setting Work Objectives: Firstly, manager is to setting work objectives for effective time
management in the workplace. It is necessary to setting specific, measurable, achievable,
relevant and time oriented objectives of the company. Therefore, it is easy to managing time and
also easy to achieving the objectives.
Prioritising Workload:The employees are completing priorities tasks in workload for
effective time management in the company. It helps to increasing habit to completing the
important tasks. Employees are consuming time and energy which is necessarily dedicated for
important task (Iyer, 2017).
Working Steadily: The employee should work steadily instead erratically for completing
tasks. It is to helping for effective time management in the company. Erratically working is to
getting more time and energy which is barrier in completing the tasks.
Clearly Focus: For effective time management, employees should clearly focus on the
tasks and guidelines giving by the managers. It is helping to reducing time for completing tasks
in the company.
6

Stay away from distraction: The employees should stay away from the distraction for
completing tasks. It is helping to effective managing of time of tasks in company (Jackson,
2014).
TASK 3
3.1 Explaining the roles plays working in a team
There are different roles while working in a team like team leaders, problem solvers,
investigators etc. in the company.
Team Leaders: The team leader is person who is to leading and motivating of team
member in the team. Team leaders are setting direction, giving instruction for achieving specific
goals and objectives of company. They are giving guidance and motivation for better
performance and completing the tasks.
Team Workers: The team workers are playing important role to resolving conflicts and
problems in the team. They are supporting and increasing abilities of all team member for
making decision for team work in the company (Khoung, and et.al., 2017).
Investigators: Team investigator is the person which play role to investigating resources
and getting information of all team members. These persons are developing external resources
through networking skills. These peoples are quickly thinking and getting information from other
peoples.
Monitors and Evaluators: The monitors and evaluators are the persons who are critically
thinking, analysing information and quick making decision for team work in the company. These
persons are increasing energy and motivating of all team members.
Coordinators: The person who is giving direction, identifying obligations, providing
guidance of team member to completing tasks on time frame is known as team evaluators
(Organisation for Economic Co-operation and Development, 2015).
Belbin Team Role:
Acton Oriented roles:
Sharper: The sharper is the person who gives challenge to improving of team. It is the
person who is to finding best approaches for solving problems. They are provides necessary to
ensuring for team moving.
7

Implementer: The person who is to turning concepts and ideas into practical action and
plans. They are systematically and efficiently working and well organised. They are planning
strategies.
Completer Finishers: The person who is to polishing and subjecting of the highest
standards of quality control. They are ensuring on the smallest details.
Peoples Oriented Roles:
Coordinators: The person who is giving guidance for objectives and goals of team and
company. They are recognizes values for each member of team.
Team Workers: The person is to providing support and making sure for effectively team
work. They are maintaining discussion and decision making.
3.2 Analysing team dynamic
Team dynamic is hidden forces which influences team behaviour and performance. These
forces affects result on productivity. Team dynamics forces which influences personality styles,
team roles, tools, technology and culture of organisation.
Problems Solving: Team dynamic forces which influences process, procedures and
methods of problems solving in team work in company. These forces are positive effects for
examine methods of solving problems.
Profitability: Team dynamic forces which influences the profitability and productivity of
team objectives and goals. These forces which influences team behaviour, that effects on the
productivity and profitability of the organization (Wesley, Jackson and Lee, 2017).
Personality Styles: These forces which influences personality styles of team members in
team work. These forces influences skills and behaviour of team and its members who are
working in a team.
Company Reputation: Team dynamic forces which influences productivity and
reputation of the company., because these forces are influencing the team behaviour and
personality styles of team member. Therefore, it helps to maintaining the work environment in
the team.
Staff Retention Rates: These forces which influences rate of staff retentions. Theses
forces are helping for increasing the rate of retain staff in the organization.
Stages of team development:
8

Forming : In this stage, team members are polite and positive. Team member is excited
for leaning something new and getting know other members. In this stage, it may discuss
member's skills and interest, projects goals and individuals roles.
Storming: There is a conflict between team members for working ways in this stage.
Because, there are different working styles of all team members which is frustrated.
Norming: In this stage, peoples are solving their differences and increasing strengths.
Team members are developing commitment for goals and objectives. All peoples are to
contributing and working as team.
Performing: The team leader is to setting up structures and processes and also discussing
between team members in this stage. Members are motivated and confident for completing
projects and achieving the goals.
3.3 Suggest alternative ways to complete tasks and achieve team goals
There are various alternative ways to completing tasks and achieving goals of team by
working together in the company (Zaitseva, Goncharova and Androsenko, 2016).
Selecting team members: It is alternative ways to selecting team member for different
roles and responsibilities according to skills, experience and abilities. Therefore, these specialists
peoples are helping to completing tasks and achieving the team goals in the company. For
selecting team member for specialists roles, identifying skills, knowledge and abilities for
effective team.
Leadership Skills: The team leaders are adopting different skills such as setting direction,
standards, motivation, innovative and effective communicator for helping in improving team
performance, completing the tasks and achieving the goals of the team. The effective leader of
team is good for teamwork in the company (Tsitskari and et.al., 2017).
Stay focused: The team member should stay focused for completing tasks and achieving
the objectives and goals of team in company. It is necessary to staying focus on instruction and
guidance giving by the team leaders. It is to helping for solving problems and conflicts facing by
the team members.
Discuss policies and procedures: It is necessary to discussing policies and procedures
relating to the tasks. It is to helping for completing tasks and achieving the objectives and goals
of team. It is responsibility of leader to discussing and analysing policies and procedure of team
work (Wesley, Jackson and Lee, 2017).
9

Development of team stages: For completing the tasks, leaders are developing stages
such as forming, norming etc. It is to helping for identifying the skills and abilities in different
stage. It is helping for achieving team goals.
Dividing responsibilities of all staff members is the great solution that can help in
completing task on time and managing work of all staff members effectively. Furthermore,
developing communication with employees is another good solution that can support in
mitigating the objectives and completing task within set period.
TASK 4
4.1 Evaluating tools and methods for developing solution to problems
There are different tools and methods using by manager for developing solution to
problems in the company.
Identify the problems: Firstly, manager is to identifying the problems in work based
activity in the company. In this step, manager is to focusing on overall performance of
employees in the organization.
Define Goals: After identifying the problems, manager is to defining the goals and
objectives of solution to problems in the company. It is to developing solution of problems and
issues of organisation. Therefore, manager should ensured that goals are specific, measurable,
achievable, relevant and time oriented (Zaitseva, Goncharova and Androsenko, 2016).
Brainstorming: It is way to solving of problems. It is to helping for developing solution
to problems in the company. It is technique for collecting information, ideas from team members
and findings solutions of the problems.
Assessing alternative: It is necessary to assessing the alternatives ways for developing
solution to problems and issues in the company. By brainstorming stage, they are identifying the
advantages and disadvantages of solution method tools than they are discussing the solution
between team members.
Choosing Solution: After assessing alternatives way for developing solution to problems
and determining the risks. In case, any of consequences are happing, so that leaders are adopting
tools and methods for minimizing risk for solution of the problems (Wesley, Jackson and Lee,
2017).
Evaluation: Lastly, leaders are evaluating the choosing solution of problems. For
evaluating the problems, they are adopting correct solution regarding work based activity.
10

4.2 Appropriate strategy for resolving the problem of labour turnover
In order to solve problems Thomas Cook should take several steps. First to all company
must analyse the problem. It will help them to identify the root cause of problem so that
necessary action can be taken (Esa, Padi and Hassan, 2015). Then, actions must be evaluated
so that the best one can be chose. It will help in solving problem in systematic way. The cite firm
can follow the strategy of providing the incentives and benefits to them. It will help them in
motivating them and increasing their satisfaction. Moreover, it will encourage other employees
also to achieve those incentives. Their needs will be fulfilled and it will make them happy.
Furthermore, providing benefits will allow them to put more efforts in achieving goals and
objectives. In this way their productivity will also enhance. So this is the best way to resolve
employee turnover. Along with this it will create a better and positive organisational culture.
Another strategy that can be followed by Thomas Cook is hiring the right employee for
right position. It can be done by making changes in recruitment process. When right employees
will be hired they will perform task in effective manner. They will also bring creativity in their
work. This will help in guiding other employees and motivating them. The task will be
performed in proper way and goals and objectives will be achieved in specified time period. In
this way employees can be retained and problem of labour turnover can be solved.
4.3 Evaluate impact on business of implementing strategy
The strategy followed by Thomas Cook will have a positive and negative impact. This is
because in order to reduce employee turnover, Thomas Cook must have to follow an effective
strategy (Thomas, Piquette and McMaster, 2016). The impact of strategy that is implemented
by Thomas Cook is as follows :-
Financial – By providing bonus and incentives to employees will have a negative impact on
profits of Thomas Cook. They will have to incur more on providing salaries and wages. Also,
when profits will be low it will affect financial position of Thomas Cook in the market. Apart
from this, when incentives are not properly distributed it will affect the performance of
employees. Moreover, to hire new workers cost will be incurred.
Non financial- The non financial impact will be that employees will become lethargic. They will
feel like more incentives can be earned without working hard. But on the other hand, positive
impact will be that it will improve the productivity level of labour. They will work hard to
11

achieve goals and objectives (Ramos, Ramirez and Medrano, 2018). With this Thomas Cook
can develop products and increase the satisfaction level of customers.
In this way it Thomas Cook can implement the strategy of providing benefits to
employees. By this there will be a positive impact on their minds. It will also create better work
place environment. In this way labour turnover can problem can be reduced.
CONCLUSION
This report has summarised the employability skills of manager with a special context of
a chosen firm named Travelodge, operating in the tour industry of UK. It has clearly depicted the
need base importance of an individual’s personal and professional development with support of a
developmental plan. For which, it has firstly assessed the roles and responsibilities of a
managerial position by investigating the effectiveness against the above undertaken objectives.
On whose basis, further suggestions have been made to improve the lacking areas with assistance
of several motivational techniques for it. It has then assisted in finding solutions to various work
based problems with a variety of styles of communication. Lastly, it has together assessed some
pivotal strategies of time management with a greater contribution of the team work.
12

REFERENCES
Books and journals
Arasli, H., Alpler, N. N. and Doh, W., 2015, May. The Role of Employability and Nepotism on
Frontline Employees Service Sabotage. In International Interdisciplinary Business-
Economics Advancement Conference (p. 246).
Asonitou, S., 2015. Employability skills in higher education and the case of Greece. Procedia-
Social and Behavioral Sciences. 175. pp.283-290.
Baum, T., 2016. A comparative study of the job perceptions of hospitality and tourism staff in
China.
Benson, V., Morgan, S. and Filippaios, F., 2014. Social career management: Social media and
employability skills gap. Computers in Human Behavior. 30. pp.519-525.
Caruana, S. and Mcpherson, M., 2015. A constructive alignment approach for assessing essential
cultural soft skills in tourism. Procedia-Social and Behavioral Sciences. 191. pp.6-11.
Esa, A., Padi, S. and Hassan, S.S.S., 2015. Employability skills in engineering programs: A case
study in Malaysian polytechnics. Advanced Science Letters. 21(7). pp.2442-2445.
Eurico, S.T., da Silva, J.A. M. and do Valle, P.O., 2015. A model of graduates׳ satisfaction and
loyalty in tourism higher education: The role of employability. Journal of Hospitality,
Leisure, Sport & Tourism Education. 16. pp.30-42.
Iyer, M., 2017. TOURISM SECTOR AN OPPORTUNITY TO HARNESS DEMOGRAPHIC
DIVIDEND IN INDIA. MILLENNIAL WORKFORCE–A CONTEMPLATION, p.38.
Jackson, D., 2014. Testing a model of undergraduate competence in employability skills and its
implications for stakeholders. Journal of Education and Work. 27(2). pp.220-242.
Khoung, C. and et.al., 2017. Stakeholder Perspectives on Tourism Graduate Employability Skills
in Vocational and Higher Education in Vietnam.
Organisation for Economic Co-operation and Development, 2015. OECD skills outlook 2015:
youth, skills and employability. OECD, Paris, France.
Ramos, W.J., Ramirez, S.D. and Medrano, D.V., 2018. The Employability Skills of BSBA-
Marketing Management Students. Review of Integrative Business and Economics
Research. 7. pp.268-275.
13

Thomas, A., Piquette, C. and McMaster, D., 2016. English communication skills for
employability: the perspectives of employers in Bahrain. Learning and Teaching in
Higher Education: Gulf Perspectives. 13(1).
Tsitskari, E. and et.al., 2017. Employers’ expectations of the employability skills needed in the
sport and recreation environment. Journal of hospitality, leisure, sport & tourism
education. 20. pp.1-9.
Wesley, S. C., Jackson, V. P. and Lee, M., 2017. The perceived importance of core soft skills
between retailing and tourism management students, faculty and businesses. Employee
Relations. 39(1). pp.79-99.
Zaitseva, N. A., Goncharova, I. V. and Androsenko, M. E., 2016. Necessity of changes in the
system of hospitality industry and tourism training in terms of import
substitution. International Journal of Economics and Financial Issues. 6(1). pp.288-293.
14