Employability Skills in the Hospitality Industry

This assignment examines the critical employability skills required within the hospitality sector. It analyzes various perspectives on these skills, including those of management, students, and entry-level hotel staff. The research draws upon academic literature, industry reports, and online resources to provide a comprehensive understanding of the skills employers seek and how individuals can develop them for success in this dynamic field.

Employability Skills

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1.................................................................................................................................................3
1.2.................................................................................................................................................4
1.3.................................................................................................................................................5
1.4.................................................................................................................................................6
TASK 2............................................................................................................................................6
2.1.................................................................................................................................................6
2.2.................................................................................................................................................7
2.3.................................................................................................................................................8
TASK 3............................................................................................................................................9
3.1.................................................................................................................................................9
3.2 ................................................................................................................................................9
3.3 ..............................................................................................................................................10
TASK 4..........................................................................................................................................11
4.1 ..............................................................................................................................................11
4.2 ..............................................................................................................................................12
4.3 ..............................................................................................................................................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15
2

INTRODUCTION
Employ-ability skills refers to transferring of skills as and when required by employees
with help of some technical situation by understanding of subjective knowledge and providing
outline by developing of set skills so that employee can work efficiently (de Guzman, and Choi,
2013). With help of this research Hilton Hotel, managers can identify own responsibilities by
seeing of performance objective. Organization need to evaluate various issues which are taking
place within organization therefore, to resolve these issues firm need to provide high quality
service, recommendations to their problems through this, workplace need to develop solution so
that they get motivated and start working efficiently for entity.
At different levels of organization take help of various communication tools and style for
setting goals and also help in identifying of strategies which are related to time management (Ju,
Pacha, Moore, and Zhang, 2014). At Hilton Hotel, manager need to understand their working
behavior and need to focus that employees are working as a team and not. While, working in
team organization may work efficiently because they all act and take action together for
competing in task and their dynamic goals.
TASK 1
1.1
Achieving of own responsibilities is very difficult task because set target and external
forces may affect in my working style therefore, self management is very important in analyzing
of own responsibilities and performance through this, ability and capabilities can be identified
for that specific job which are taking place within organization (Jones, 2013). At Hilton Hotel,
two responsibilities of mine is organizing and planning of activities which help in analyzing of
selfperformance in management. Furthermore, it helps individual in determining of their
personal capabilities and demand which are raised by ourselves with aid of experience on self
management through using of some unique and different skills therefore, with help of these skills
our performance and abilities can be judge which help in identifying of own strength and
weakness within organization. Being a manager mine main responsibilities is to organize
planning in corrective manner so that employee does not faces any problem in future and work
can be done effectively.
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My duties and responsibilities
 As a manager it is my core duty to ensure free and smooth flow of operations and
activities within the business enterprise.
 At the time of working in Hilton Hotel, I am also responsible for managing the available
resources and carrying out their best possible utilization.
 I am also responsible to develop effective strategies which can be employed by Hilton
hotel to gain competitive advantage over other marker players.
 As a manager, it is my duty to ensure that the hotel comply with all regulations and laws
developed by government and other regulatory authority.
With the above mentioned duties and responsibilities it is my responsibility to ensure that very
employee is working in corrective way and with appropriate manner so that every goals of
organization can be reached out effectively. I need to be particular about values, norms, belief
and custom of organization so that no employee can harm values and norms of organization.
While, planning of activity include huge time and cost at Hilton Hotel because planning is done
in regards of employee and customers view points. Therefore, if planning related to customers
are satisfactory and they are blessed with our working style than it will enhance in reputation and
brand image of organization (Andrews, and Russell, 2012). Through this, mine performance in
organization will enhance in positive direction and at time of promotion in organization mine
qualities and working style is measured.
To maintain organizational objectives in line every manager should have their performance
objectives to address and meet the organizational goals. Here are some of my performance
objectives within my role;
My performance objectives
 As a manager in Hilton Hotel, my performance objective is to improve and increase the
sales of hotel by 10% within the next one year.
 My performance objective is to lower down the rate of employee turnover within next 6
months by 5%.
 My objective is to work upon my communication and leadership skills and enhance the
same for getting better growth opportunities.
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 My performance objective is to ensure that training of new employees gets complete
within the next 45 days.
These performance objectives allows me to work towards achieving organizational goals help
achieving my own targeted objectives.
1.2
Evaluation of personal effectiveness with organizational goals and objective will help in
assessing of individual performance in systematic way which is as under below:
Quality and acceptance of responsibility of self-job: At Hilton Hotel, manager need to
look out at customer service, quality of work, proper utilization of resource which are available
within organization so that they can satisfy their customers by using of varied working polices.
Job range of every individual need to be safe and secure so that they may work with free mind in
relation to this proper policies and standardization within firm need to made (Miller, Biggart, and
Newton, 2013).
Application of knowledge and understanding of responsibilities: Working in team will
help in determining individual staff and their correction so that they does not faces issues related
to each other and may work without involving of conflicts. In Hilton hotel, employee and
individual need to follow their duties and responsibilities according to firm policies and plans
because if any issues arises then they can help in resolving of those conflicts.
Maintenance of safety and security: Organization need to assess on safety and security
of their employees because they are real asset of organization therefore, safety are determined in
relation to healthiness of society (O'Neil, 2014). So crisis within and outside organization need to
be cured on time in perfect manner.
Managing self job: Customer orders are recognized well in advance therefore, they need
to be examined on time and in perfect manner so that no consequence can take place during
service time through this, quality of employee take place. Jobs to every individual is allocated
with proper time limits because some laws are form by governments in regards to sake of
employees.
Managing changes: Manager need to developed and provide changes due to external
factors which are taking place in Hilton hotel. Uncertainty changes which are related to labor and
employees manager need to action as soon as possible (Durrani, and Tariq, 2012).
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1.3
Human resource are very much impatient related to their promotion therefore, they are
very excited for providing recommendation in improving of performance. At Hilton Hotel,
employees need to take initiative because they are only one who take organization at peak by
reducing of issues, conflicts, cost minimization and by reducing all these factors firm may
achieve ultimate goals, increase in goodwill and also by providing better service to their
customer. By consisting of proper monitoring from top level may decrease in responsibilities of
employees therefore, some initiative are taken while doing some recommendation which is
follows:
Review management: Change can be implemented within organization when there is any
conflicts and issues are taking place in organization for resolving them they need to be take some
actions and provide some recommendation of that issues to overcome that situation (McQuaid,
Green, and Danson, 2013).
Defending on personal practice for improvement: Another way in signifying of personal
work custom because their reflect and measures are taken in improving of workplace structure.
Opportunity evaluation: Condition of Hilton Hotel, is recognize best by their employees
because generation of idea are developed so that staff and members can easily share their idea for
enhancing of work opportunities and practices. Manager need to assess on evaluation of
opportunities which are taking place within organization.
Adaptation: As all employees are not experienced so they need training at workplace and
also in knowing of culture, norms, and values of organization because at new workplace some
adaptation to be needed (Boahin, and Hofman, 2013).
Engaging of co-workers: At Hilton hotel, some unique and innovative idea's of
employees are actively collaborate with other employees because they share experience,
knowledge and working atmosphere of that organization to achieve ultimate goals.
1.4
By considering Maslow Hierarchy Theory which is important way through which all
employees can fulfill their needs because in this theory all factors from top to bottom level are
covered by evaluating of all these influences that are psychological need, safety need,social need,
esteem need and self actualization need (Jain, 2013). Moreover, in motivating of human resource
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of organization this theory plays great role because management tries to motivate their
employees as per their need and demand which are raised social factors. If employee need
financial help and management provide on time through this they get motivated and will work
more effectively. Most of employees consist of same demand therefore, management need to
keep all factors ready through which they are motivated and work efficiently. At lower level
money is most important factor because through it all essential needs can be fulfilled. There are
some more factors which help in motivating of employees that are:
Providing transportation facilities: Transportation is major problem of employees
because many employees does not have four vehicle so they cannot travel far at Hilton Hotel.
Therefore, by providing of transportation facilities staff get motivated this is also a type of non-
monitory motivation (Yang, Cheung, and Fang, 2015).
Reward: For better work employees and staff need to provide rewards because through it
they get motivated and many work in achieving of ultimate goals which are set by manager of
organization. Through, evaluating last month performance of employees best performer are
provided rewards by this, their willingness of work increases and will help in achieving of goals.
Bonuses: These are also another type of monitory motivation because at time of festive
season employees are provided bonus in motivating of employees. If such offers are announced
by top management than employees be anxious to perform well at workplace.
TASK 2
2.1
Problem can be solve by describing and observing of wrong things and by taking
corrective action regarding that problem. Moreover, if complex situation arises than management
need to solve problem by including of process i.e. through identifying problem, service quality
assurance and risk management. At Hilton hotel, initiative in problem solving is most important
task and aspect because to solve problem and issues some action are to be considered therefore,
through this workplace environment will be more effective and employees will work by there
willingness. Problem solving is very important part of organization because sometime problem
are not solve by higher level therefore, professionals are hired in solving out issues (Dawson,
Madera, Neal, and Chen, 2014). It is very crucial to understand role and environment of
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workplace which are taking place by employees and staff of that organization. Through several
ways problems can be solve at workplace which is follow:
In time contingency: When employees and staff of organization are require to solve non
standardizes situation which may arise any time.
Using reassessment of equipment: In organization management need to provide all
equipment's after checking and they need to be maintain on time to time basis.
Consumer service providing: Customer need to provide chance by participating in
problem solving. Management need to take part while doing planning, allocation of resources
and resolution of issues and conflicts which are taken place in working environment.
Understanding: It can be termed as the fist process in which problem is identified and
understood.
Planning: In this stage plan is being developed regarding the key strategies which can be used to
deal with the problem and overcome the same in the best possible manner.
Solutions with alternative: In this stage, Hilton hotel seeks and evaluate various alternative
avalaiable through which the problem can be solved in the best possible manner.
Implementation with best option: Here the best option available among all is implemented with
an objective to overcome the issue identified.
Monitoring and review – It is the last stage in problem solving process in which monitoring and
review is carried out to identify whether the alternative selected has provided with desired results
or not. In case of gap between desired and actual outcome, corrective measures are required to be
taken by Hilton hotel.
Through various communication channels such as Verbal and non-verbal communication
and through body structure these also are crucial therefore, this will increase in awareness that
may cause primary concentration by expressing views through message (Becker, and Wang,
2016). Moreover, by involving of body language body gesture and postures are involved.
However, it can be argued that more specific problems which have been faced by Hilton
hotel are mentioned below as;
 Staff turnover – Over the past few years, the rate of staff turnover in the selected business
enterprise has been increased drastically. This is a problem because the hotel is investing
large amount of time and resources in hiring workers and providing training to them.
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After this when employee leave their job, it creates loss for the business. The best
possible solution to overcome this problem is of developing and implementing effective
reward system. This will create sense of satisfaction among employees and will
encourage them to stay for long run.
 Ineffective communication- Lack of proper communication is another major problem
which has been faced by Hilton hotel. This is a problem because lack of communication
has resulted in creating obstacles in understanding changing need of customers and
offering services according to the same. The solution to this problem is implementing
open communication process and using more effective channels of communication.
2.2
Communication is very important from all aspect in determining of organizational
success because through communication organizational can develop circle. At Hilton Hotel,
employ-ability skills are mostly related to communication. For job practices four crucial issues
are been involved that are to read, to write, to speak and to listen. At organization
communication shapes to get job result which might help in creating protection of documents for
expanding of their businesses. Modules of policy need to read by interpreting and through
explanation of documentation.
Basically communication is not easy task because it consist of different stages and levels
for overcoming, so management need to settle proper communication channel and fundamentals
of working environment (Ruetzler, Baker, Reynolds, Taylor, and Allen, 2014). With help of
clear communication channels firm can perform well because in clear communication
performance of employee and staff increases therefore, at different levels varied communication
technique could be adopted by top management and top authority of Hilton Hotel. In addition to
this, it is clear that size and structure of hotel does not matter in selecting of appropriate
communication style and media moreover, higher authority are communicated with board of
company by doing meeting and including of formal session within workplace. Further, middle
managers get information through seminars and conferences while, involving of these useful
techniques they need to establish communication with them.
Now a days for communication organization are using commonly and trusted i.e. media
because it is very easy to communicate at large level by involving of this channel (Juhdi, and
9

Hashim, 2013). However, Hilton Hotel, managers highly believe by ensuring of genuineness
communication through it large number of customer are targeted.
The process of communication occurs at three different levels which are mentioned below as:
Management level – In order to pass information and carry out communication at management
level, both formal and informal channels can be used. Here, the communication can be done
through emails, phones and conferences.
Strategic level- here only formal communication process can be used in order to pass information
from one person to another. The ways that can be used here are letters, conferences and
meetings.
Operational level – In order to pass information and carry out communication at operational
level, informal and formal both channels can be used. Furthermore, the ways that can be
implemented here includes posters, websites and emails.
2.3
Effective time management strategies involve of logical and disciplined approach
therefore, there is various requirement in focusing of dairy time management. Specially in
employ-ability skill involve of effective time management because it consist of planning and
organizing for effective developed in workplace. At Hilton hotel, it help in remembering
important activities that may require to do on priority basis. Further, in case of busy schedule
management as well as employee need to focus on dairy management because task are to be
written and mentioned on that book only therefore, they need to avoid in procrastinating in time
management strategies (Baker, 2014). At Hilton hotel, it is very crucial to get equally significant
by ensuring that people need adequate amount of time in completion of their task which are
given by top management. Employees trend to finish job on time and try to never postponed to
other day for that issues which are not reasonable.
Thus, it allows management in utilizing their proper time in efficient and effective way so
that ultimate goals and targets can be reached out and fulfilled by employees. Furthermore, it
allows them in managing of their burden and help in doing work quickly therefore, time
management strategies involve employee and staff in breaking of large task into small sections
through this work can be done efficiently. It also help in providing of useful piece of information
about urgency and toughness of task which are given to organization at individual levels (Sisson,
10

and Adams, 2013). Accordingly, time are allocated for particular task by involving of proper
time management strategies for accurate results which employees have performed in their task.
Managing diaries is also another way for effective time management. Keep and manage
appointments can help manage people work load and one can perform effectively. Managing
diaries can also help understand the time constraints to each activity in the organization on daily
basis and this also help setting up priorities to different working activities, such as which activity
needs more attention and which one can have some delays to execute. Work delegation and
another effective tool for time management. Successful managers knows the importance of time
and that is why they work to develop delegation skills among all team members. And this will
help managers to concentrate on other important activities within the organization and allows
them to think strategically to help decision making process.
TASK 3
3.1
For understanding role of customer within organization helps in achieving goals through
enormous requirement by focusing upon employees. It help in providing of precise scenario
about role and responsibilities of employee and staff who are working with Hilton Hotel.
Therefore, these function are separated into three major parts that are action oriented role,
customer oriented role and thought oriented role which are describe as below:
Action oriented role: For completing of task Hilton Hotel shared some goals for
achieving and shaping of their organization. At firm they are that person who help in creating
and making challenges in front of others and through it employees and staff get motivated ans try
to perform well for benefit of organization (Erosy. 2010). These are that people who take
initiative within workplace by implementing some strategies which will help in reaching out
goals. Further, for achieving goals within organization they need to be clear and concise about
there role so that they may achieve through effective way.
Customer oriented role: It involve of coordinator, team worker, investigated resource so
that they may use of that resource which may help Hilton hotel in achieving of their goals.
Furthermore, it also help in acknowledge that management need act as support so that
coordination within team an within organization can be maintained through providing of
different opportunities within firm.
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Thought oriented role: Now these are that people of Hilton hotel, which consist of great
role by generating of useful information and ideas which may help in reaching out task give by
organization. These people need to monitor and evaluate task so that management can take
appropriate consideration regarding determining of their ability and capabilities to perform work
within organization and maximum customer can get attracted (Ogbeide. 2006).
Formal and informal teams:
It can be stated that there are certain formal and informal teams operating in Hilton hotel.
Furthermore, formal team is being developed by the hotel for a specific purpose and with an
objective to attain a specific goal. Here, the team mates are required to use proper channels of
communication and follow all regulations strictly. On the other side of this, there are informal
teams where there is no set communication process and team interact with each
Individual skills and experience based roles: These are the roles in Hilton hotel which are
directly linked with skills and experience of staff member. For example a person working with
good communication skills can be assigned with the role of customer service provider.
Purpose oriented roles: These are the role assigned to people in the organization with a particular
purpose. For example one can be given a role of team leader for delivering more accurate and
reliable services to clients.
3.2
Team is regarded as an association of people who work together to achieve a common
aim and objective of the team (Slater, 2010). Teams are generally formed for numerous purposes
and at Hilton hotel, teams are formed on the basis of formal and informal aspects. When people
work in a team, they have to consider a lot of things and they should also emphasize on shared
roles and responsibilities (Raybould and Sheedy, 2005). Team dynamics is a very important
aspect of Hilton hotel because it can have a big impact on productivity of the hotel. However,
most of the time team dynamics are neglected and ignored. This can have a significant impact
on the way a team works and it is also affecting Hilton hotel in many ways (Fallows and Steven,
2000). Apparently, team building is considered as a never ending process because it involves
range of people and efforts in meeting organizational aims and objectives.
When the employees of Hilton hotel needs to manage complex work processes, then they
should work in teams as it can help them to achieve objectives in proper way. Team dynamics
12

reflects the way how different people (culturally diversified people) work together in a team for a
common goal (Wilton, 2011). As per team dynamics, it is essential for organisational members
to manage appropriate environment in the team so that overall success facets can be enhanced.
As per team dynamics, the focus should be kept on maintaining proper relationships with people
so that objectives can be achieved. At Hilton hotel, teams are developed for the purpose of
maintaining formal structure in the hotel entity. This is yet another approach that lies under team
dynamics. There should be appropriate sharing of information among the team members so that
the defined aims of the team can be fulfilled (Myers, 2013).
Tuckman’s team formation theory:
According to the theory of Tuckman’s team formation, there are different stages of team
formation and all stages are mentioned below as:
 Forming- It is considered as the first and foremost stage of team formation in which the
leader at Hilton hotel needs to play very important role. It is the stage in which
dependency on team leader is very high of other team members.
 Storming – It is the second stage in which each and every team member seeks for
developing strong relation with their team leader and other member present in the team.
 Norming- It is considered as the third stage in process of group or team formation in
Hilton hotel as here each and every team member becomes very well clear about their
key roles and responsibilities.
 Performing - here team members are clear about the thing which needs to be done and
effective coordination is developed where team mates starts helping and looking at each
other’s.
3.3
Hilton hotel needs to emphasize on several methods and strategies for the purpose of
meeting the goals. In this respect, teams should be formed for work division and this will also
assist in completing the work in proper way (Lowden and et.al., 2011). Apparently, an individual
cannot contribute to meet organizational aims; there teams and groups should be formed for
accomplishing the tasks and objectives. Several ways are mentioned here: Development of suitable teams: Hilton hotel should focus on team development so that
coordination can be developed among people along with the ability to manage team
13

aspects. There should be proper delegation of duties and authorities among people so
that they can handle all their responsibilities in effective manner. Collection of feedback from the employees: When people work together, they face
numerous problems; hence they should maintain direct communication with each other
for reducing all the gaps. In this respect, it is vital for Hilton hotel to collect feedback
and opinion from all the employees in terms of feedback on organizational processes
(Myers, 2013). This will not only resolve the issues; but also it will aid in
comprehending the perception of all the workforce. Effective leadership: Hilton hotel needs to ensure that the management is concerned
about effective leadership in which there should be a leader appointed who can direct
employees to work according to organizational standards. This will also help people to
become more loyal towards their responsibilities (Guskey, 2000).
 Appropriate focus on employee recognition and motivation: Manager as well as leader
of Hilton hotel should continuously focus on employee retention and motivation facets
so that people can contribute their efforts in meeting organizational objectives.
Henceforth, with the help of all these methods, Hilton hotel will be able to reach
towards organizational objectives through coordinative team efforts (Fallows and
Steven, 2000).
TASK 4
4.1
Problems, issues and challenges are apparent for every business entity and Hilton is a
large business entity where numerous people work together, so the hotel also faces varied
problems in different domains (Raybould and Sheedy, 2005). In this respect, suitable tools and
methods should be applied which are mentioned in the below section: Brainstorming: Brainstorming sessions should always be conducted when Hilton hotel
faces any sort of serious issue and challenge. This will assist the hotel entity to collect
appropriate information about the resolution strategy. Having an open session will help
everyone to present their opinions and the business may find out the best solution to
eradicate the issue from its root. Apart from this, it will also assist the manager of Hilton
hotel to comprehend the intellectual ability of employees (Wilton, 2011).
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 Decision matrix: Decision matrix is a complex framework that is associated with
different suggestions and feedback. Thus, while reaching to any decision, manager of
Hilton hotel should ensure that views of all the employees are taken into account for
suitable solutions. Decision matrix would also provide the probability of success; hence
application of the tool would aid Hilton hotel to eradicate organizational issues.
 Process Map: With the help of process map, it is essential for Hilton hotel to map the
problem with different solutions so that suitable resolution can be undertaken as per the
situation. In this respect, manager of Hilton hotel needs to ensure that each and every
employee is involved in decision making process (Williams, 2005). The procedure is
also useful for enhancing coordination and motivation among people; hence it needs to
be applied in the business scenario.
4.2
Problems related to communication is being observed at Hilton hotel wherein employees
are unable to share their opinion with each other. This also shows that the management is not
able to manage things appropriately (Slater, 2010). Thus, as per the issue, suitable strategy
should be developed for underpinning the value of communication. In the below section,
communication strategy is being discussed that leads can assist the hotel to eradicate the
problem.
 The management of Hilton should develop clear communication with people wherein
transparency should be maintained. This is also essential for sharing things prominently
among people.
 However, there should be proper management under different hierarchies so that
information can be shared suitably (Raybould and Sheedy, 2005). In order to underpin
the existing communication procedure, it is crucial for Hilton hotel to create a systematic
structure so that sharing of information can be managed.
 There should be use of different sources and modes of communication so that people
may not find any difficulty in sharing the things.
 All the team members working at Hilton hotel needs to o discuss the modes to be taken
for communicating with the top management. This is also significant for undertaking
better organizational decisions (Overtoom, 2000).
15

 Having clear and concise communication process will assist in sharing things and it will
also help people to adopt new things as per the organizational requirements.
 Since, communication gap can create a lot of issues in the organization; therefore
looking towards this concern, Hilton hotel should adopt appropriate strategic aspects.
4.3
Implementation of the strategy would assist Hilton hotel to maximize the interest of
employees and they can also contribute more in hotel’s growth and success facets. Decentralized
way of communication should be adopted in this respect so that people can share things
effectively. Moreover, it is also crucial for the manager to consider view point of each and every
employee so that to maximize their interest level (Fallows and Steven, 2000). The impact of the
strategy can be categorized into positive and negative aspects and a few are mentioned in the
below section:
 Having clear communication removes all sort of confusion among people and it can also
generate more development in organization’s procedures.
 Employee can also enhance their own confidence level through putting their advices in
organizational decision making procedure. With the help of this, hierarchies can be
developed (Guskey, 2000).
 Discipline can be maintained in the organization (Hilton hotel) if suitable chain of
communication will be followed on. People will be bound to follow all the rules and
norms mentioned in organizational framework.
 There should be clear communication among management and employees so that work
division can be managed. This will also help people to comprehend diverse roles and
responsibilities that should be handled adequately.
 Further, in terms of better communication it can be said that Hilton should focus more on
conducting sessions and conferences (Lowden and et.al., 2011). This will also create
transparency in hotel’s procedures.
CONCLUSION
From above it has been concluded that human resource consist of different perception
regarding same task. So it is very essential for Hilton hotel, to provide equality among each other
and also provide information clearly so that they may reach out their set goals well in advance.
16

Through providing motivational tools like monetary, bonus, incentive and rewards and non
monitory such as gift, promotion and transfers so that they get motivated and may work
efficiently at workplace. Organization also need to try to resolve conflicts, issues and problem
which may affect on working style of every individual who are engaged in that working place.
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