Six Essential Skills to Enhance Working Capabilities

To enhance employability skills in InterContinental hotel, the following strategies can be implemented:

EMPLOYABILITY
SKILLS

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
(A) Developing a set of own responsibilities and performance objectives.................................3
(B) Recommendations for the improvements..............................................................................4
TASK 2............................................................................................................................................5
(A) Identification and solution for work based problem.............................................................5
(B) Identification and evaluation of approaches for communicating a work-based problem......6
(C) Examination of time-management strategies........................................................................6
TASK 3............................................................................................................................................7
(A) Roles played by the team members.......................................................................................7
(B) Alternative ways to complete task.........................................................................................8
TASK 4............................................................................................................................................9
(A) Investigation and analysis of work-based problem...............................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
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INTRODUCTION
Soft and non-technical skills are regarded as employability skills. These include self-
management, communication, coordination, interpersonal and decision making skills. Such skills
and abilities are highly required in this competitive era in order to get success and to survive in
the market (Ahmed and et.al., 2012). For handling technical work in an efficient manner, non-
technical expertise are needed. This project report basically focused on the employability skills
of Training and Development of Manager in InterContinental Hotels Group PLC.
Further, this hotel group is basically known as IHG and it is public limited company. It is
a British MNC hotel that is headquartered in Denham, UK. This hotel group has over 710,000
rooms and 4800 hotels across 100 countries. This group was found in 2003 and provides services
of hospitality. Further, the revenue earned in 2014 were £1289.74 million. This hotel is
contributing a major part in the UK economy. There are several divisions of this parent
organization such as Candlewood Suites, Crown Plaza, and Even, Holiday Inn, InterContinental
and many more. This hotel has around 7,794 number of employees who are rendering their
services in different hotels or divisions of this group. This group has performed several CSR
activities such as IHG Shelter in a Storm Programme that provides shelter during the storm
(IHG – InterContinental Hotels Group, 2016). Global partnership with CARE allows it to draw
deep expertise in humanitarian. This provides a channel to send fund for helping local
communities (Corporate Social Responsibility, 2013). This has adopt the option of sustainability
in which it manages and minimize the impact on the environment by reducing carbon and water
use. The organization has attractive markets, highest opportunity segments, managed and
franchised model.
TASK 1
(A) Developing a set of own responsibilities and performance objectives
As a training manager in InterContinental Hotel Groups, I am required to fulfill my
responsibilities and performance objectives. By working at this post, I need to recognize several
duties and performance objectives so that I can perform my work in an efficient manner (Bailly
and Léné, 2013). Based on my experience I have recognized some of the responsibilities that are
enumerated below:
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 Identification of Training Needs: I had to identify training needs among existing
employees such as housekeepers, chefs and other staff on a regular basis. For this aspect,
I have to complete job analysis and if there is, any new skill required to carry out the job
than I have to provide training for that too (Joanna, 2014). Along with this, I have to
provide training to the new hired employees so that they can acquire the basic skills of
carrying out a job. Furthermore, development of the employees should also be done in
order to improve their career. Moreover, this can be identified through career paths,
performance appraisals, etc. In about a month my performance objectives should be that,
I must identify three major and four minor training needs (Pool and Sewell, 2007). To Plan a Training Event: After assessing the training needs, I have to plan the event
that should effective. I have to ensure that this event should contain all the amenities,
which assist the trainee to acquire training in an easier manner. I have to see that event
should be equipped with handouts, projectors, charts, diagrams so that trainee can grasp
the agenda of training in a lesser time (Rao, 2014). Moreover, this will help me to
provide training in an efficient manner. Furthermore, I have to plan an innovative event
so that trainees get attracted towards these sessions. I should ensure that every event
should be unique from the past other events. Management of Training Budget: While planning a training event, I have to allocate the
budget so that expenditure does not get exceeded. Further, I have to manage the whole
budget and within that, all the amenities and equipments should be arranged. The
management of budget should be done in such an effective manner so that training event
can become successful (Enslen, 2009). Further, I have to set objectives that every training
event should have minimum expenditure and it should be more innovative.
(B) Recommendations for the improvements
The objectives that have been identified by me based on my experience and this way I
also tested my effectiveness against the set objectives. Sometimes I got encountered with a
critical situation at the time of doing job analysis for the purpose of assessing the training needs
(Hepworth, 2010). The HR manager have given me the target for identifying 4 training needs in
3 weeks in different areas that is housekeeping staff, marketing department and waiter staff.
However, due to the lack of identifying and interpersonal skills, I was unable to recognize the
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training needs in 3 weeks and it took me 5 weeks for this duty. This happened because I was also
lacking in time management abilities. Due to this reason, I am unable to achieve the targets and
this affected my overall performance.
For this aspect, I have to take training for enhancing interpersonal skills and time-
management skills. I have to discuss this issue with my colleagues and supervisors so that I
could avail the training for this aspect. However, this method of acquiring skills will become
time consuming and I do not have much time to avail the training session (Marsh, 2012). Further,
I can also acquire these skills by self-learning that is learning by reading books, through internet,
etc. In these books and on internet blogs, some of the techniques to acquire skills have been
provided. Those tips or guidance will help me out in developing my time-management skills and
interpersonal skills. This will help in developing such skills among me. However, only by
reading, learning cannot be adopted. For this purpose, I have to apply these techniques on the
working so that it will help me in fulfilling my responsibilities given by the supervisors and other
HR managers. After that, I will take feedback from the manager or other colleagues so that I can
put a track over my progress and in this way, I can improve my performance (Trought, 2012).
TASK 2
(A) Identification and solution for work based problem
Every organization encounter work based problem while carrying out business activity. It
is easier to identify those problems, but the root cause of the problem cannot be identified.
Moreover, it is in fact more problematic to recognize and suggest solutions for the same
(Jackling and Natoli, 2015). While carrying out my work in InterContinental hotel, I encountered
with a critical problem that is interdepartmental conflict. The conflict was between the
housekeepers and HR department. I was unable to identify the actual issue to why the cold war
has been arrived between these two departments. I decided to resolve the issue but failed at doing
so. It is because I lack in conflict management skills. This lack of abilities led to the devastating
situation because due to this, performance of the hotel was getting hampered and visitors were
not getting satisfied. For that purpose, I decided to identify the reason behind the conflict
(Skerritt and Ortrun, 2013).
Thus, I discussed the issue with my department and housekeepers separately. After that, I
gathered all the information and listed down. Later, I did a detailed research on this and
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recognized that the reason behind this conflict is culture diversity. The housekeeping department
were unable to understand the style of management which HR was applying (Throop and
Castellucci, 2010). Thus, it resulted in conflict between two. For this purpose, I provided training
to both department about the cultural diversity and language barrier and also about the new
management style. This helped me in improving my conflict handling skills also. Further, also
assisted me in developing my ability of research and discuss with other can lead to enhancement
of interpersonal skills among me.
(B) Identification and evaluation of approaches for communicating a work-based problem
This work-based problems need to be communicated at all levels in order to assess the
same conflict situations at different levels and different departments. Further, this will help in
resolving the issue in a quick manner and further performance of the hotel can be improved and
customers can get satisfied (Zepeda, 2013). Through this, training can be provided to the
employees in order to acknowledge them about the cultural diversity and equality laws.
For deploying this experience, I have to identify several approaches of communication.
These approaches can help me in delivering this news in an effective manner. For that aspect, I
can write the whole experience on the web page ad publish it into the internal web portal so that
all the peer groups and supervisors can see that and further can learn from this situation (Hind
and Moss, 2005). However, this may also have a negative impact on the senior managers because
they would not like to read this on the web portal. Further, I can also float e-mails to all the
employees of the hotel so that staff can get assess if same situation is happening with them too.
This cannot be consider as the right medium because due to network issue, it may not get
delivered to each and every employee of the hotel. Thus, this way some of the employees does
not get the information about the situation. Furthermore, I can also paste the posters about the
same in each of the department so that information can be reached to them. However, this
medium cannot be proved to be effective because many employees belonging from operations
department and housekeeping department do not get enough time to read the postures due to
their busy schedule and in this way information does not reach to them (Wickramasinghe and
Perera, 2010). Therefore, I can use web portal and email option and also I can communicate
information in regular meetings with my colleagues and supervisors so that they can further
communicate it with their subordinates.
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(C) Examination of time-management strategies
There are various types of time-management strategies which are to be adopted by me in
order to manage my time. Some of the strategies are described below:
1. Prioritization: As a training manager of IHG, I am require to carry out several tasks and
duties. For that purpose, I must prioritize my work so that I can manage them well and
accomplish those tasks on a given time-line. For this aspects every task should prioritized
as per their importance and emergency. This will assist me in completing my work on a
given time (Panagiotakopoulos, 2012).
2. Planning: I have to plan each and every project or training event so that it can become
effective and also the agenda can be achieved. If the planning is done prior to the training
session then I can accomplish it in a given time and in this way employees will not get
lethargic and their work will also not get hampered (Durrani and Tariq, 2012).
3. Avoid Multitasking: In order to do the proper time-management it is highly required by
me to avoid multi-tasking. It is because multi-tasking leads to chaos of work and none of
the task can be attained on time (Zepeda, 2013). Thus, I have to make assure that multi-
tasking is not done while carrying out any work.
These are some of the strategies that are highly effective in developing my time-
management skills. If I work as per the described strategies than I can accomplish my task on a
given time. It is important for me to have time-management skills because if the work would get
complete in a given time than I can utilize extra time for the development of other skills in which
I lack. Further, I can also plan for my career development so that I can excel in my further career
(Employability Skills - Skills You Need for a Job, 2015). Moreover, these skills will help me to
carry out my responsibilities in my personal life as well.
TASK 3
(A) Roles played by the team members
In every department of IHG PLC, teams are made in order to carry out work in an
effective manner. If the teams are built than goals of an organization can be achieved in an
efficient manner. In a similar manner, teams are also structured in my department so that
departmental shared goals can be achieved in an effective manner. Further, there are several roles
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which a team member plays in order to accomplish aims and objectives of the hotel. As per the
Belbin's team roles theory, nine roles team members played (EMPLOYABILITY SKILLS, 2015). Shaper: They challenge the team to improve and they are dynamic and stimulate the
people and find the approaches to solve problems. Implementer: These members of the team get work done; they convert the ideas and
concept of the team members into practical actions. Completer: They see that the tasks are completed thoroughly. They also place attention
on smallest things and ensure that errors or omission does not happen in future. Coordinator: Such people act as a team-leader and coordinate the work and team for
accomplishing the shared goals (Enslen, 2009). Team Worker: Provides support to the team members and ensure that those members are
working effectively. Resource Investigator: These people are innovator and curious. They often negotiate with
others through their interpersonal skills and make avail the resources for the team. Plant: Creative innovators are those who often come with new ideas and approaches.
However, they prefer to work apart from the team and are poor communicators. Monitor-evaluator: They analyze the ideas and concept of other team members by
weighing pros and cons before making any decision.
 Specialist: Special knowledge has been possessed by some people (Marsh, 2012).
I played a role of team worker and plant to accomplish the goals of the team and overall
goals of the hotel.
(B) Alternative ways to complete task
The one way of achieving shared goal is by identifying the team roles through Belbin
theory. The alternative ways of completing the task as team is that by allocating duties to every
one so that they can accomplish the task together. Moreover, there are some other methods
through which task can be completed is that, management should motivate the team members on
a regular basis and provide them proper direction in order to carry out the task in an effective
manner (Panagiotakopoulos, 2012). Further, the team can also accomplish shared goals if they
have been given a particular deadline and in this way, they will be motivated to achieve those
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deadlines. It is the duty of an HR manager to provide them proper rewards and recognition so
that their morale remain boosted up which will help them in performing their task.
TASK 4
(A) Investigation and analysis of work-based problem
The real work-based problem arises in the organization and I am facing various issues
due to this problem. People were not interested towards the training sessions and they were
avoiding these sessions by making fake excuses (Trought, 2012). For the analysis of the
problem, investigation was done using different methods of analysis that are discussed below:
 360 Degree Appraisal: This tool was used and in this, I took the feedback of every
employee and from the stakeholders about the resistance of employees. Moreover, I also
put a close observation on a particular group of people. After this the complete report was
made (Hepworth, 2010).
 Flow Chart: In this method, problem is stated from starting until end. This is one of the
best method to identify problems, which are arising in the organization. Each and every
possible areas are listed down. Furthermore, I can analyze the root cause of the problem
(Zepeda, 2013).
After doing this, it has been assessed that root cause of the problem is that there is
excessive workload due to which people are resisting to take training because they think their
time will get wasted in these session. Due to this workload, people got frustrated and this way
their deadline were not meeting on time. Further, this has impacted their work performance and
also degraded the quality of services which IHG provides (Ahmed and et.al., 2012).
Development of strategy for resolving problems
In order to resolve the problem there are various strategies that can be developed so that
employees can get attracted towards these session and can develop skills. Some of the strategies
are as follows: Communication of Training Significance: I have to properly communicate to every
employee of the firm about the significance of training so that they can attend these
sessions. Compulsory Attendance: The attendance of training session should be made compulsory
for each individual and in that their recreational activities should be carried out which
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may relax them. Along with this, skills should be taught in order to enhance their
working capabilities.
Impact of Strategies
After the implementation of these strategies, the overall impact on the organization can
be assessed. If compulsory attendance strategy is implemented then employees will have to
attend it. This in turn will help them in knowing the pros and cons of training. This way the
performance will be enhanced and service quality will get improve accordingly. However, this
may hamper the business objectives because the maximum time will be utilized in the training
sessions and work will not be carried out in definite time frame . This will affect the overall
profitability of the InterContinental hotel, as employees will not be able to render services on
time.
CONCLUSION
As per the study conducted on the employability skills of the training manager in
InterContinental hotel, it has been concluded that he/she must possess all kinds of soft-skills in
order to tackle the nature of the job. Further, the responsibilities have been identified and have
been applied on a specific situation to enhance the skills of manager. Moreover, time-
management strategies have been formulated which will help in performing the work in a
definite period. Furthermore, by using 360-degree tool, work based problem can be defined and
strategies can be made to resolve it.
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