Importance of Ongoing Development in Hospitality Industry

This report discusses the importance of ongoing development in the hospitality industry and its impact on stakeholders. It focuses on the professional skills and competencies required for HR professionals in the hospitality sector. The report explores different developmental approaches and provides insights on creating a professional development plan. Subject: Hospitality, Course Code: N/A, Course Name: N/A, College/University: N/A, Document Type: Report, Assignment Type: N/A

Hospitality

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK A...........................................................................................................................................3
Importance of on-going development on the stakeholders..........................................................3
Importance of professional skills and competencies...................................................................4
Professional expectation of skills and competencies...................................................................5
Developmental approaches for the development.........................................................................7
Professional development plan....................................................................................................8
TAKS B.........................................................................................................................................12
Interview question.....................................................................................................................12
Reflection...................................................................................................................................13
CONCLUSION..............................................................................................................................14
REFRENCES.................................................................................................................................16

INTRODUCTION
The report consists of the Hilton Hotel and Resorts and the hospitality is described in the
report. The job for the role of Human resource is taken in account in the report at the Hilton
hotels. The hotel is a global brand and serves in various parts of the country. The Hilton hotel is
also the flagship brand of the American multinational hospitality company. The founder of the
company was Conrad Hilton. In the year 2019 the Hilton hotel has 584 hotels and resorts with
216379 rooms in 94 countries and across six continents. The fortune magazine placed Hilton
Hotel and Resorts at number one place based on the employee satisfaction survey. The range of
developmental approaches and the learning theories for the development of the personal as well
as the professional development of the individual is required. The importance of the on-going
development for the stakeholder of the Hilton is discussed along with the associated skills and
competencies.
The developmental plan is produced for setting out clear goals and achievable targets. The oral
interview as well as the reflection is produced. The report consists of the skills, abilities and
competences set by the employers that are expected from the HR at the Hilton hotels.
MAIN BODY
TASK A
Importance of on-going development on the stakeholders
The effectiveness of the performance of the employees in the hospitality industry is
accomplished by the management practices of the human resources and for performing the task
effectively the HR needs to go through on-going development. The on-going development helps
the HR in meeting the needs of the organisation with full potential. The main goal of the HR is to
represent the successfully the brand name of the company to the customers for the better
outcomes. The HR in the hospitality industry help in employing the strategies those are useful as
well as important for the increasing the benefits such as the successful brand reputation through
the employees of the company. The HR in the Hilton Company is enabled with the strategies for
the practicing in the organization for meeting the financial goals by the on-going development
(Le, McDonald and Klieve, 2018). The on-going development help the HR to deal with the
financial performance of the company by managing the overall cost, increasing the revenues and

profits for the company, increase the market share for reducing the expenses and rate the
outcomes.
The performance of the brands competing to the Hilton is increasing and the challenges
are also increasing for this the HR with the on-going development is an advantage for the
company. Benefits of employees as stakeholders are that they are primary internal stakeholders
and have significant financial and time investment in a company. Employees play a crucial role
in growth and development of organization. They make plans which will help in increasing sales
of company. Benefits of ongoing development for employees are that it helps in enhancing their
knowledge and develop skills, helps in gaining competitive advantage in market. Ongoing
development increases productivity and satisfaction. Benefits to employer of ongoing
development are that it helps employers in retaining best candidate; they can evaluate
performance of every employee. With the help of this ongoing development process employers
are able to select future leaders and retain their best workers.
Importance of professional skills and competencies
The HR of the organisation needs to have the highest knowledge about the area than
anyone else in the industry. The job seeker has more information than ever and the professionals
have to stay prepared for dealing with the candidates with so much information. The value can
be added to the hotel industry by the HR by putting more knowledge to themselves and looking
for the bigger picture. The on-going development process is playing a crucial role in attending
the knowledge to the HR.
The on-going development is essential and important in the era where the field of HR is
dynamic and the ability for processing as well as understanding needs self-motivation. The on-
going development helps the employees in growing in their fields. The on-going developments
means on-going learning of the HR and these helps the HR in being well-positioned and are able
to analyse data into actionable insights. The communication skills in HR are required in every
organisation. The on-going development helps in improving the communication skill of the
employee for doing their primary functions in the job that involves managing the discussions
with the employees and the managers at Hilton. The written and the oral communication are
improved with the on-going learning. The communication is also important as the HR can use an
effective communication within the organisation for resolving the conflicts. In hospitality
industry the agreeable workplaces can suffer with the problems that need to be settled by

diplomatic ears and assessment eyes as well as a hand for settling the problem (Aston and et.al,
2017). The on-going development help in the development of this skill that is invaluable when
the HR is negotiating for the solutions and keeping things on track.
The least considered skill for the HR that is important for the working of the business in
the Hilton is the critical thinking skills. This skill is the gap that is required by the HR. this skill
help the HR in frequently balancing the complex situations by taking time to analyse and think in
combination by setting stone processes as well as thinking out of the box. The employee’s come
to the Hilton from different backgrounds and experiences and it is the responsibility of the HR to
make the environment suitable for the employees so that they can work efficiently for improving
the business. On-going development focuses on the critical thinking of the HR.
The core competency is ethic of HR that cannot be overrated. The HR has to deal with
various ethical challenges on the daily basis from managing the employee’s private information
to protecting the brand reputation of the organisation. The adaptation of the unilateral as well as
unwavering commitment to the ethics by the HR helps in attracting the talent to the organisation
along with fostering the culture of loyalty and trust. The on-going development of the HR
develops the ethical part in the HR that is required by the Hilton that truly cares for the people.
The development generates the empathy in the HR for the tough situations (Tam and et.al, 2020).
The on-going development hep in improving the organisational skills in the HR that is required
in Hilton for managing all the things perfectly without getting confused. The organisation makes
things easier in ways that can benefit the situation for Hilton.
Professional expectation of skills and competencies
The skills that are expected from the HR in the Hilton are fulfilling the responsibilities
that are given on to them like recruiting, retaining talents, hiring, compensation as well as
benefits. The changing times have made the professionals of the to expect more from the HR that
is participation of the HR in the organisation as an advocate, build relations with the employees
ad develop the strategies for the business. The diverse duties are expected by the professionals
from the HR. The skills and competencies that are expected from the HR by the professional are:
Effective communication
The professionals demand for the impeccable communication skill from the HR. It is the
required necessity for the job as the HR need to deal with the people and for this strong control
on the communication is required. The HR need to deal with people over phone, emails, conduct

interviews and draft the company policies. The writing skills are required to be strong for
avoiding any misunderstanding in the communication. Along with the active communicator the
HR needs to be active listener for understanding the perspectives of other people.
Relationship building
The skill that is expected by the professional’s that need to be acquired by the HR is
building of relationships (HILTON, 2020). The relationship is required by the HR to bring the
business together. This maximises the potential of the organisation and the success rate. The HR
also needs to make causal relationship for the business with the vendors and the dealer who are
delivering goods to the workplace. It is necessary for the HR to have relationship with every
department.
Adaptability skills
The world is constantly changing and the HR cannot get comfortable with the have to
adapt according to the situations. This involves the HR for rethinking about the policies that are
old and are in need for the new ones that are more effective as well as relevant to the business.
The HR is active in the decision making and planning the business strategies so they need to
forecast the need for the changes. The HR can also need to use different tactics for the fostering
the healthy environment and engaging the employees along with actively investing into them for
the retaining them.
Technological skills
The expectation of the professionals from the HR is to have the technological skills as
the world is going digital. The managers are expected to handle duties like:
 Recruiting talent.
 Manage the training and onboarding for the new employees.
 Track of payroll.
 Handling of the employee grievances.
 Retaining of the good employees.
The technology provides the HR with the edge while performing their managing duties. The
social media can be used by the HR for posting the job applications. The HR is using the Talent
Acquisition Software (ATS) for making the job easier.
Keep learning

The learning process for the HR is ever going and needs to be changing. Today’s work
culture is demanding the HR for better management, development and support. The
professional’s expect the HR to have best knowledge in the field and apply new trends for the
better performance.
Interpersonal skills
The professional’s expect the HR to have the interpersonal skills that are the soft skills
and have great value for the HR professionals. The skills include the factors such as verbal and
non-verbal communications, active listening, self-management, social awareness and
accountability (Schmid Mast and et.al, 2018). It is necessary for the HR to have right attitudes as
well as aptitude while communicating with the workforce.
Developmental approaches for the development
The development of the individual in the role for HR has to understand the need of the
role and responsibilities played by them for understanding the developmental needs. The
development at the workplace can be done by following these steps:
 Review the team members at the work – The skills for the job descriptions can be defined
and identified what work the team should be doing.
 Communicate with members – meeting the members and having a conversation using the
emotional intelligence, having good question techniques as well as active listening for the
communication that is sensitive and respectful.
 Observe and gather data – the HR need to understand the person’s dignity as well as have
to respect the context. For example, in some cultures it is okay to communicate with the
co-workers openly while in some cultures the communication needs to be more sensitive.
 Analyse and prepare the data – by looking at the data gather try to find the pattern and the
skills and the gaps.
 Determine the steps that are actionable – the action for the development are involving in
the on-the-job-training, instructor-led training, online or E-learning, cross-training, active
training as well as mentoring or coaching.
Learning can be defined as the process where the personal as well as the environmental
experiences are brought together (Akat and Peker, 2021). Learning helps the individual in
acquiring, modifying the skills, attitudes, knowledge, world views, values and behaviour.
Learning theories help in describing the process that take place. The theories are:

Behaviourism
This perspective theory originated in the early 1900s, the idea of behaviourism consists of
the change in the behaviour due to the reinforcement, acquisition and application of the
association between the observable responses of the individual as well as the stimuli from the
environment. The response to the stimulus of the environment is reinforced when it is followed
by the positive rewarding effect. The repetition and exercise makes the response stronger by the
stimulus. This is called the operant conditioning. According to this theory the right parts of the
behaviour need to be rewarding for the reinforcing and encouraging it for the recurrence. The
programmed instruction is best application where the partial behaviours are learned specifically
by the elaborated task analysis.
Cognitive psychology
This psychology was originated in 1950s and help in moving away from the
behaviourism. This theory helps people from being viewed just as the collection of responses to
the stimuli but looking through the information process (Novakovich, Miah and Shaw, 2017).
This theory paid attention to the complex mental phenomena and was influenced by the
computer thus emerged as an information-processing device. The computer was the analogous to
the human mind. The learner is thought as the information-processor that is acquisition the
knowledge and is stocking up in the memory.
Professional development plan
Professional development plan refers to a plan which is made to improve skills or for
development of employees. It helps in improving qualities or skills of an individual person and
make plans so that skills can be improved. It is essential that a person should have some qualities
which are required at the workplace and it will help in building good image in organisation.
professional development plan will help employees in achieving goals and objectives and better
plans can be made so that more profit will be generated (Von Heupt, 2017). It is the
responsibility of manager to handle all issues in an organisation and try to find solution so that
targets can be achieved. It is essential to make a development plan so that performance of
employees can be improved and it will help in increasing revenue and overall productivity of
firm can be increased.
Professional development plan is being made by mangers to determine that whether
employees are performing well or not. If changes or improvements are required then it will be

made so that employees can work efficiently and better products or services can be provided to
customers. It will help in satisfying need of consumers and more profit can be earned. It is
important to develop skills and make strategies so that goals can be accomplished. There are
some skills which an individual person develops when working in an organisation and some
qualities they should have so that they can work efficiently and business can run smoothly. It is
essential to have proper knowledge about specific field and have qualities which are required in
hotels (Drude, Maheu and Hilty, 2019). In Hilton hotel, an HR manager should have some skills
so that they can manage all activities and handle all issues.
skills to be
improve
how to improve resources Time limit Evaluation
Decision
making skill
Decision
making process
should be
improved by
taking decisions
on their own.
Every employee
should have the
ability to take
decisions which
is beneficial for
growth of hotel.
It is essential
that an HR
manager should
have skills to
take quick
decision and
which is
essential for
growth of Hilton
Resources
which can be
used to improve
decision making
skill are, help
can be taken
from you tube,
job can be done
in any hotel to
take experience.
It will help in
taking better
decisions which
is beneficial for
all.
within 3
months
An Hr manager
should have
ability to take
decisions which
is beneficial for
growth and
development of
hotel (Abubakar
and et.al.,
2019). It is
important to
take good
decisions so that
company can
achieve its goals
and objectives.
To manage all
the activities
and handle
employees so
that work can

hotel. be done
properly. In
hotels, Hr
manager is
solving all
problems and
quick decisions
should be taken
so that more
revenue can be
generated.
Teamwork skills teamwork skills
can be improved
by working in a
group.
Candidates
should learn in
college how to
work in group
because in an
organisation
task is given in
groups so that
work can be
completed on
time. Teachers
should give
assignments in
teams so that
students can
learn how to
Resources
which can be
used to improve
teamwork skills
are, taking task
in groups,
understand each
other’s
language,
culture and do
not create
issues. There are
videos available
on you tube
which help in
learning some
tips for
improving
teamwork skills.
Practical
within 4
months
Nowadays, it is
essential to have
teamwork skills
so that work can
be completed on
time. An hr
manager should
have ability to
handle all
employees and
give task to
members in a
team to build
good
relationship
among
employees
(Lohmann and
et.al., 2019). In
hotels, staff

work in groups.
It helps in
building good
relations among
employees at the
workplace.
knowledge
should be
gained because
it helps in
getting better
experience.
members should
work in a team
so that
customers can
be satisfied.
organizational
skills
organizational
skills refer to as
qualities which
an HR manager
should have so
that targets can
be achieved. It
includes, ability
to delegate work
among
members,
making
schedules so
that goals can be
accomplished,
team
management
skill, decision
making power.
When manager
delegate some
powers to
juniors then it
help in
motivating
Resources
which can be
used to improve
organizational
skills are,
rewards should
be given,
schedule should
be made and
employees must
work according
to that. A list
should be made
in which things
that are to be
done is
mentioned, it
will be easy in
focusing on
goals. Create a
clean workplace
so that members
can work
properly.
within 6
months
An hr manager
should have the
ability to
manage all
activities and
handle issues. It
will help in
growth and
development of
hotel. When
good working
environment is
provided to
employees then
they will work
efficiently and it
will help in
achieving goals
and objectives
of company.
Human resource
manager is
responsible for
motivating
employees to

employees and
work can be
done efficiently.
perform well
and it will help
in increasing
overall
productivity of
hotel.
Training and
development
skills
It can be
improved by
learning new
things and
enhancing
knowledge. An
hr manager is
responsible for
providing
training and
development
sessions to new
employees. If
they are not
knowing what is
to be done then
how members
will learn.
Resources
which can be
used for
improving
training and
development
skill are, take
help from
google, learn
some tips to
provide training
to workers, have
a mission
statement, create
learning paths.
There are many
videos available
on you tube
which teaches
about how to
provide training
to employees so
that they can
work efficiently
and minimum
within 8
months
It is important
to develop
training and
development
skills so that it
will be easy in
explaining to
employees what
they have to do.
It will also help
in evaluating
performance of
members. It is
important to
identify that
which employee
is not
performing well
and training
should be given
to them. It will
help in
improving
growth of hotel
and overall

wastage of
resources.
productivity can
be increased.
TAKS B
Interview question
Some interview questions which are being asked are:
 Why would you like to become HR manager?
I want to become HR manager because they meet with different kinds of people, they
recruit and select best candidate for company, organize training and development
sessions for employees.
 What are your strengths and weaknesses?
My strength is that I am having good communication skill, leadership skill and ability to
influence or motivate people. Weakness is that I am not able to take quick decisions, I am
not able to work in team. I am improving my weakness so that I can get good job
opportunities in future.
 What previous experience do you have in relation with HR position?
I was working in an organization as an HR manager and performing various functions
like, recruiting and selecting best candidates, deciding payroll of employees, organizing
training sessions, evaluate performance of employees.
 What kind of skills you are having which is required for role of HR?
Good communication skill, organizational skill, decision making skill, training and
development, budgeting skill.
 Is your schedule flexible?
Yes, my schedule is flexible.
 Can you tell me a little about yourself?
I am John James; I had completed MBA in HR field. My 3 years’ experience in
hospitality I deal with many customers and meet different people. I have developed my
communication skill and improve ability to take decision. I am keen to utilize my
experience in Hilton company.
 Can you give a short description of an ideal HR workplace for you?

For me ideal HR workplace is to work as a team and give right to everyone to share their
views and give suggestions, give reasonable salary, benefits, perks and provide good
working environment to employees.
 What made you consider HR as a profession?
I consider HR as a profession because HR professionals have strong understanding about
priorities of company. They have the ability to face challenges, decide payroll of
employees, find solutions to problems. HR manager are recruiting and selecting best
candidate for company.
These are some questions which can be asked by interviewer at the time of interview for position
of Human Resource Manager.
Reflection
Human resource manager handles all activities in an organisation and manage day to day
work of company. HR manager plays a crucial role in hotels because they are giving instructions
to all employees and manage all work so that needs of customers can be satisfied. When I gave
interview for HR position in Hilton hotel, it was good. Interviewer ask me different questions
such as, tell me about yourself, why you choose human resource field, any experience in hotels
or why I want to join Hilton hotel. These were some questions which are asked, I get nervous in
between as I was not understanding how to explain my views. I was having knowledge about
terms which they asked me related to human resource and interviewer was quite impressed by
me because my communication skills are good. They ask me how I get information about this
job position and what are my plans for growth and development of hotel. Instructions which I
will give to employees so that they can work efficiently. How I will handle all workers and
motivate them to work effectively so that goals and objectives can be achieved. I tell them about
some plans like, I will conduct market analysis to identify choice or need of customers and
products or services will be provided according to that. It will help in attracting more people and
help in increasing sales of organization. This will lead to earning more profit and help in building
good reputation in market.
My interview was good and they were impressed by my answers but there were some
points in which I was not good. From interview, I determine that there are some skills which I
should improve so that I can get better opportunities. I had learned many things from this
interview like, how to express our views, interact with interviewer and answer all the questions

with confidence. It is important to develop teamwork skills, leadership skills and some other
which is required at the workplace. There are some weak points which should be improved so
that I can get better opportunities. Interviewer asked me about myself, experience in hospitality
industry or any other which I have done. Earlier I was doing internship, I give interview for job
but I did not get. They ask me how I will handle issues among employees and give details to staff
members about guest. Technique which will be applied for performance management and how I
will evaluate or measure performance of employees. Training and development sessions should
be organised so that members can complete given task on time and work efficiently.
When the interviewer asked me about why I would like to become HR manager, I
answered that they meet different type of people and they perform various functions like, recruit
and select best candidate for company, provide training and development session to employees,
decide payroll of workers and manage all the activities in organization. They asked me about my
experience in HR field, I told interviewer about my previous experience as I was working in
company as an HR manager. I was responsible for recruiting and selecting appropriate candidate
for organization. Interviewer was impressed by my answers and they asked me about my
personal experience working in company, what challenges I face when working in company.
Interviewer asked me about what is an ideal workplace for me, I answer that it is important
to provide safe and healthy working environment to employees so that they can work efficiently.
Rewards or benefits should be provided to workers to boost their confidence and it will help in
improving overall productivity of company. Interviewer asked me about my strength and
weakness, they were impressed by my strengths and I am improving my weakness. So, overall
my interview was good and I learn many new things from interview.
I learn many things from the interview as there are some skills which I have to improve so
that I can get better job opportunities in future. They ask me questions about teamwork in which
I was not able to answer properly and this was my weak points. I have to improve my skills for
getting good job. It is important to have teamwork skills so that I can manage all activities and it
will help in managing employees. It is important to have the ability to work in a group so that
task can be completed on time. It will help in achieving targets and better plans can be made so
that goals can be accomplished. There are some skills which are required at the workplace such
as, communication skills, organizational skills, ability to take decisions, training and

development skills, budgeting and many other skills which are essential. It helps in getting good
job and future growth of an individual person.
Interview process has positive as well as negative impact on an individual person.
Positive points of interview process are that it helps in identifying skills or qualities that
applicant is having and helps in selecting best employee for company. Background and
knowledge can be checked and interviewer also analyse that candidate is eligible for position or
not. Some negative points of interview process are, applicants who are not selected loose hope
and their confidence level is decreased. So, these are some impact of interview process and an
individual person should not loose hope and work hard to achieve goals of organisation.
CONCLUSION
From the above discussion it can be concluded that, there are many roles in hospitality
industry and all should work efficiently so that gaols can be achieved. All persons are having
different roles and responsibilities, they have to work according to instructions given by
managers. Targets are clearly defined so that employees can work properly and there will be jo
confusion among staff members. It will also help in reducing conflicts or misunderstanding
which arises between employees. Importance of on-going professional development and learning
to enhance professional identity has been discussed. Developing skills and enhancing knowledge
will help in getting good career opportunities. Own skills, competences and different learning
and development approaches has been discussed which will be beneficial for an individual
person in getting job. Further, professional development plan has been made which describes
skills which need improvement and resources by which skills can be improved. Some interview
questions which are asked by interviewer at the time of interview for HR position. Critical
evaluation is being done of interview process.

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