HOSPITALITY INTRODUCTION

HOSPITALITY INTRODUCTION 1 P1 Key benefits of ongoing professionaldevelopmentfordifferent stakeholders 1 P2 Professional employer expectation of skills and competencies in relation to different roles 3 CONCLUSION 4 INTRODUCTION Hospitality refers to the relationship between a guest and a host, wherein the host receives the guest with goodwill, including the reception and entertainment of guests, visitors or strangers. Managers are involved in hotel and business activities that will help them to achieve more employee satisfaction while managing their own business activities.

HOSPITALITY

Table of Contents
INTRODUCTION...........................................................................................................................1
P1 Key benefits of ongoing professional development for different stakeholders......................1
P2 Professional employer expectation of skills and competencies in relation to different roles.3
CONCLUSION................................................................................................................................4

INTRODUCTION
Hospitality refers to the relationship between a guest and a host, wherein the host
receives the guest with goodwill, including the reception and entertainment of guests, visitors or
strangers. Hospitality industry includes businesses that provides services directly to consumers.
In this project to describe hospitality business hotel Hilton is considered. It is a American
multinational company that manages its franchise worldwide. It was founded in the year1919 by
Conrad Hilton. Organisation operate their business in approx. 5284 locations in which 163000
employees provides their services In this project key benefits of ongoing professional
development for different stakeholders is mentioned.
P1 Key benefits of ongoing professional development for different stakeholders
Professional development is learning to earn or maintain professional credentials that
may be used in reference to a wide variety of specialized training, formal education or advance
professional learning. It intended to help administrators, teachers and other educators in improve
their professional knowledge, competence, skill and effectiveness. It has been described as
intensive and collaborative, ideally incorporating an evaluative stage. This ongoing professional
development is the practice of maintaining and developing the skills and knowledge that is
required to perform various specific jobs. Continuous professional development enriches
knowledge and keeps individual updated with current competency and is the key to career
progression and professional growth.
Requirement of different stakeholders working in Hilton is different for continuous
development of skills and knowledge. Benefits of ongoing professional development to employer
and employees are quite. These benefits are important while performing various activities as per
their job specifications. These benefits are described as follows-
Benefits for the Employer- Hilton is involved in hotel business and have continuous
focus on growth and development of skills of its employees. For this training programs are
introduced that helps in continuous skill development of employees of the organisation. Various
benefits through this development to organisation or employer are as-
 Employees have up to date knowledge: When employees who are working on various
position in Hilton is provided with continuous training, it helps them to have up to date
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knowledge regarding their jobs. This helps to increase efficiency of performing various
activities through latest knowledge.
 Skilled workforce: When training programs are introduced by Hilton on continuous
basis then this will leads to skilled and trained workforce over the period of time.
Efficient workforce gives competitive advantage to organisation by performing each
activity to being best results. Having skilled workforce in the organisation is considered
as pillar that helps organisation to sustain in long term and attain all the targeted objects.
 Development Opportunities: When training programmes are introduced by Hilton on
regular basis then it leads to more employee engagement in the business. Employees of
the organisation becomes multi-tasking when proper training is provided. This helps in
completion of various business activities on time as targeted.
 Quality of work will improve: Trained employees perform each activity with high skills
and knowledge that reduced chances of any default in their work. Improved quality of
work by staff members of Hilton will help them to enhance their image in public at large.
Benefits for the Employees- In hotel business involvement of staff differs as per their
post and level of work they perform. Providing training to staff members of Hilton will provide
them respective benefits-
 Personal satisfaction: Each individual possess set objects that they wants to achieve
while working with an organisation. Providing training to staff members of Hilton will
help them to balance individual goals with the overall objective of company. Level of
personal satisfaction will increase while performing various activities.
 Better CV and future employment: Each individual prefer working in an organisation
that enhances their skills and provide them more opportunities in future. While working
in Hilton as training is provided on regular basis that keeps each employees motivated to
perform better as it will create better CV that will help in future growth.
 Enhancement in Knowledge: When training is provided to employees of the
organisation by Hilton then level of knowledge related to their work area will get hike.
This enhancement of knowledge will give expertise in particular field to employees and
helps them to grab more opportunities.
 Increase efficiency to adopt changes: Trained and skilled workforce become more
efficient in performing their activities. This will help Hilton organisation's employee to
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cope up with various changes and perform their duties as per set rules. This will increase
employees efficiency and their moral will go high.
P2 Professional employer expectation of skills and competencies in relation to different roles
Skills and competencies describes the ability to perform work in most accurate manner.
Competencies define the requirements for success on the job in broader, more inclusive terms
then skills do. While employing staff in Hilton specification of skills and competencies differs
according to level at which employee is hired. Various activities are performed in hotels while
operating business activities. Each individual plays different role and requires skills as per their
duties in the organisation. Requirement of skills and competencies of manager and receptionist in
Hilton are as follows-
Managers: A person who is responsible for controlling or administering an organisation
or group of staff in terms of their skills. Managers in a hotel play a central role in efficiently
running the hotel and thereafter needs a range of skills to succeed. Managers are involved in
performing multi-pal activities such as managing consumer experience, setting budgets brings
new technologies in the organisation. Skills that are required by manager in hotel Hilton are as
follows:
Skills and competencies required by employer:
 A friendly personality with a genuine desire to help others makes manages concomitant
to resolve various issues.
 Ability to think clearly and make quick decisions will help managers to be good decision
maker.
 Logical planning skills will hike managers ability to have effective planning.
 Professional and rational approach in hectic situations.
 Flexibility in decisions through other opinion this makes managers to bring all the
organisation together as a team to achieve targeted objectives.
 Excellent communication and interpersonal skills when dealing with speakers of other
language this enhances their ability to garb various deals for Hilton.
 As Hilton is a internation chain of hotels having proficiency in another language by
managers will be termed as advantage for business.
 Energy and patience while performing multiple activities.
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Receptionist: A receptionist is an employee taking office or administrative support
position. The work is usually performed in a waiting area such as lobby or front office desk of
organisations like Hilton. While entering in any hotel consumer first interact with receptionist in
the organisation. Following are the skills and competences that are required by employer to a
receptionist in Hilton are as follows:
 Computer literacy that helps them to store data relevant for the organisation.
 Effective return and oral communication skills that helps in effective interaction with
clients.
 Strong interpersonal skills enhance ability to interact with others.
 Ability to stay calm under pressure.
 Stamina to stand for long periods.
All these skills of receptionist are required by staff member of Hilton that helps them to
perform their duties effectively and efficiently for more productive results.
Hilton is a hotel that existed internationally and creating brand image by providing world
class services is one the primary object of the organisation. Creating a good brand image is
important because it helps in attracting large consumer base. As strong brand name helps in
keeping companies name in the mind of potential consumers. When consumers are happy with
products or services then it leads to build consumers loyalty across organisation. A good brand
image of Hilton helps it to expand its business across other countries in much easy way.
Consumers wants to join with good brands as it reflects guarantee of services in a prescribed
manner. To create a good brand image it takes years and it assures that organisation is providing
quality services from past many years. A good market image helps to increase market value of
the company by adding goodwill with the name of organisation. Hilton possess good brand
image through providing quality services to its consumers.
CONCLUSION
From the above report it is concluded that providing training to employees for continuous
development helps organisation and employees in achieving targeted objectives. Employees
skills is enhanced and they become satisfied with the organisation in with they are working. This
increases loyalty and efficiency of employees towards business entity. Employer in the industry
requires specific skills and competencies attached to particular job. Availability of required skills
with employees in the organisation will contribute towards development in the predetermined
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direction. By providing services with skilled and qualified employees will contribute towards
brand image of the company. A good brand image will help in long term survival of the
organisation.
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