Employability Skills for Better Service

This assignment delves into the crucial relationship between employability skills and providing exceptional customer service. It highlights how specific skills, such as communication, teamwork, and problem-solving, enable workers to effectively address customer needs and enhance satisfaction. The document also identifies workplace challenges that hinder effective service delivery and emphasizes the need for continuous skill development to improve customer experiences.

Employability Skills

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

INTRODUCTION
In the era of modernization, it is essential for each and every employee to possess
effective employability skills in regard to accomplish organizational goals. There are different
employability skills obtained by individual such as leadership, communication, conflict
management and team working etc. Current report assesses the operations of individual working
in Hilton hotel and carrying out desired functions effectively and efficiently (Baumann and et.
al., 2014). Through preparing SWOT analysis it helps me to identify the set of my
responsibilities required to attain performance objectives. Further, identifying different time
management strategies and work based problems that need to be overcome in order to improve
quality performance within firm.
TASK 1
1.1
Through preparing my SWOT analysis it helped me to improve my performance
objectives and thus attain desired results. Working as a HR manager in Hilton hotel assists me to
identify my strengths, weaknesses, opportunities and threats so that I can improve my own
responsibilities and achieve performance objectives. Here, I focus upon delivering best customer
service through improving training and development of workers so that they can perform well
within firm. Following is the SWOT analysis-
Strengths
 Effective communication skills
 Leadership skills
 Conflict management skills
Weaknesses
 Time management skills
 Inadequate motivating power
 Lack or scheduling work
Opportunities
 Development of career in other fields
 Opportunity to become team leader
 Improving analytical skills
Threats
 Weaknesses may minimize career
growth
 Technological upgradation
Being working as a HR manager in Hilton hotel I possess different responsibilities which
are as follows-
 I need to work in relation to improve customer care service so that they could be retained
for long run within firm.

 Carrying out recruitment and selection process for selecting skilled candidates for the
post.
 Satisfying potential customers to enhance the sales of Hilton hotel.
 Working as HR manager I need to take effective decisions regarding training and
development programs to improve skills of workers.
Following are the different performance objectives that needs to be attained by me while
working in Hilton hotel such as-
 I need to work effectively as a HR manager and manage my time and resources
accordingly so that skilled workers could be selected.
 I also focus upon rendering best training and development sessions in relation to improve
workers capability of providing best customer services.
 Also, developing effective communication among top management and lower
management staff so that message can be conveyed accordingly.
1.2
It can be assessed that I need to fulfill each and every defined objective so that
effectiveness can be attained. Here, being working as a HR manager I need to respond to
delivering customer care services so that they can be satisfied. It is essential for me to improve
such objectives so that business targets can be attained. I also need to improve the effectiveness
of training and development programs in regard to enhance the skills of workers and thus they
can obtain best opportunities within workplace. Furthermore, it is also essential for me to
overcome conflict among workers through improving relationship among each other.
Moreover, I also need to focus upon improving the recruitment and selection process so
that best skilled candidates can be selected. Effectiveness of selecting best candidates helps in
filling the post appropriately. Also, my effectiveness against set objectives assesses that I need to
follow up through obtaining customer feedbacks and reviews regarding services rendered so that
their satisfaction level can be attained. Through providing best services to customers it helps me
in effectively improving the brand image of Hilton in market.

1.3
Following are the suitable recommendations for improvement of stated business
objectives such as- 360 degree feedback system- Such method is suitable that helps in obtaining feedback
and reviews from customers and top management (Cottrell, 2015). Being a HR manager
in Hilton I need to collect opinions from customers regarding best service delivery and
thus enhance the set objectives so that results can be attained. Further, it is recommended
that through implementing such objectives it helps in improving the training sessions of
workers so that desired results can be attained.
 Self assessment methods- Further, it is another recommended strategy through improving
the self assessment of individual so that performance of workers within Hilton can be
improved. I need to carry out self assessment technique which helps in providing best
information to consumers and improve the performance of firm in market.
 Ranking and paired comparison methods- Here, being HR manager of Hilton I need to
give ranking to employees on the basis of their performance so that they can enhance
their working style. Through applying such method it will help in carrying out desired
objectives and rendering appropriate services to customers.
1.4
There are different motivational techniques such as Herzberg two factors and Maslow
Need Hierarchy theory that helps in encouraging workers to improve their quality of
performance within Hilton. Implementing Herzberg theory of motivation involves two different
factors such as Hygiene and motivation that helps in improving the productivity of workers in
hotel and rendering best quality of services to customers (Gallagher, 2013). With the help of
such motivational technique it aids in improving the performance of workers towards business
goals. Also, in order to encourage workers, Maslow Need Hierarchy theory could be applied that
helps in motivating workforce to provide best services to clients.
All these motivational techniques help in improving quality of performance among
workers in relation to attain desired objectives. Workers of Hilton hotel aim to adopt appropriate
motivational techniques so that they can help in improving the desired results. There are different
motivational methods which are provided to workers of Hilton such as incentives, bonus and

compensation etc. so that they can encourage workers and attain organizational goals. Applying
different motivational techniques helps workers of Hilton to improve their efficiency and thus
work effective in regard to deliver better customer service (Gandhi, 2013).
TASK 2
2.1
Following are the different solutions for work based problems faced by businesses suvh
as-
 Training Need Analysis- In this, HR manager at Hilton faces different work based issues
regarding providing appropriate training sessions for workers. However, it is crucial for
hotel to identify the training needs for employees in regard to deliver best raining
sessions and overcome the issues faced by them regarding rendering best customer
service (Jackson, 2014).
 Developing action plan- It is another work based problem which is faced by personnel
working in hotel and thus they are required to prepare action plan so that skills and
capabilities can be improved (Jackson, Sibson and Riebe, 2014). Such problem can be
overcome through planning suitable time schedules and overcome such work based
problems.
 Conflict among employees- Hilton faces conflict among workers because each and
every individual possess different knowledge and experience. Thus, such work based
problems could be overcome through organizing meetings and conferences so that
workers can develop trust and relationship among each other and overcome the
workplace conflicts. However, it would help firm to improve customer experience and
attain satisfaction (Jones, Torezani and Luca, 2012).
 Issues faced in coordination- HR manager of Hilton hotel faces coordination issues
among workers and thus it affects the accomplishing goals. Therefore, management
focuses upon developing coordination among personnel so that skills and abilities can be
improve and overcome the work based problems (Kulkarni and Chachadi, 2014).

2.2
It is essential for individual to develop effective communication skills so that they can
interact with workers at different levels. Developing important documents such as job
description and person specification helps in selecting personnel at 2 different roles i.e. at
management and staff. Thus, communicating the information at management level, HR
management of Hilton adopts formal way of communication such as video conferencing and e-
mails (Panagiotakopoulos, 2012). On the other hand, communicating the information at staff
level, HR adopts messages, notices, telephones etc. in order to share the information among each
other.
Job description and person specification for HR Director at management level
JOB DESCRIPTION
Job title HR Director
Location London
Reporting authority CEO
Job role To maintain and direct the workers regarding the recruitment and
selection of skilled candidates
Duties and responsibilities  To organize training and development programs for workers
 Identify the policies and practices to maintain effective
workplace environment
JOB SPECIFICATION
Qualifications Masters in HR
Work experience Minimum 8-10 years experience as HR officer
Skills and qualities  Effective communication
 Time management
 Record keeping
 Delegation
 Leadership
Areas of expertise Maintaining training need analysis for efficient workers
Job description and person specification for Front office employee at staff level
JOB DESCRIPTION
Job title Front office employee
Location London
Reporting authority HR officer
Job role To welcome and greet the guests and inform them about the
availability of hotel rooms
Duties and responsibilities  To solve the queries of customers and help them in spending
their vacations in hotel
 To maintain the check in and check out of customers

JOB SPECIFICATION
Qualification MBA in hotel management
Work experience 1-3 years of experience in any reputed hotel
Skills and qualities  Effective communication
 Record keeping
 Friendly
Areas of expertise Dealing effectively with customers and solving their problems
2.3
Following are the different time management strategies that assist workers to manage the
workload accordingly. It is discussed underneath- Prioritizing- HR manager of Hilton hotel aims to prioritize between crucial and less
crucial task so that it could be accomplished to attain goals. Further, management also
focuses upon identifying the important task and give them more priority and prepare
checklist to complete the operations and attain customer satisfaction (Saad, Shamsuri and
Abdul Majid, 2013). To schedule- Further, it is another time management strategy is to schedule the tasks
appropriately and attain desired results. Scheduling does not focusing upon recording the
task but it aims to complete the operations within committed time frame and deliver best
customer services within Hilton (Wilton, 2012).
 Avoid multitasking- Here, HR manager tries to avoid multitasking function because it
affects the ability of individual and thus it is essential for individual to avoid
multitasking within firm. They need to focus upon single operation at a time so that it
could be completed with proper concentration and fulfill the objectives (Baumann and et.
al., 2014).
TASK 3
3.1
It can be stated that people play varied roles within the team in order to accomplish the
different goals and objectives. Team carries out the goals mutually so that set performance
objectives could be attained responsibly. All the individuals work together within firm in order to

attain shared goals. Here, workers of Hilton hotel adopts Belbin team roles in regard to work in a
team to obtain effective customer service-
 Shaper- HR manager plays a crucial role in shaping the operations of firm and focusing
upon contributing towards team member’s goals (Cottrell, 2015).
 Implementer- Here, the personnel focuses upon implementing the practical solutions and
performs the task accordingly so that set results can be attained.
 Completer finisher- In this HR manager make sure that the task is accomplished on due
time (Gandhi, 2013).
 Coordinator- Individual plays the main role and signifies that the task is accomplished
appropriately through monitoring the performance of team members.
 Team worker- HR manager controls and directs each and every worker so that they can
contribute towards shared goals (Gallagher, 2013).
 Resource investigator- Such person plays the role of developing unique and creative
thoughts and ideas so that it could be implemented within firm and attain best results.
 Plant- He plays the same role as resource investigator and comes up with unique ideas to
be implemented within firm.
 Evaluator- Such people evaluates the ideas for preparing report as well as support in
implementing the task within hotel (Jackson, 2014).
 Specialist- It is appointed as the person who possesses best knowledge and skills and
help in attaining shared goals.
3.2
It is essential for each and every individual working within firm to contribute their goals
towards team dynamics. It helps in influencing people towards the direction of team behavior
and performance (Baumann and et. al., 2014). Team dynamics affects the productivity of firm in
market. Thus, team dynamics within Hilton is formed through developing the skills of individual
and their experience of working within firm. Being a HR manager I need to play a crucial role of
selecting and recruiting skilled candidates so that best results can be attained. I also focus upon

forming effective relationship among team workers and motivate them towards business goals. I
also focus upon managing conflict situation and thus help workers to overcome their issues and
attain results. All such operations helps me to improve the overall operations of team and obtain
best results within workplace. I also focus upon training skills of employees and assist them to
enhance their ability so that they can render best services to consumers. Being HR manager in
Hilton I try to develop coordination among workers and provide them assistance to develop trust
and relationship so that shared goals can be attained.
3.3
There are different alternative ways of accomplishing the task and attain desired goals. It
is essential for team members to focus upon implementing training sessions so that individuals
can enhance their technical skills and identify alternative ways of customer service and achieve
team goals. Also, team members are required to develop their future oriented vision in regard to
identify the competencies and attain desired results (Kulkarni and Chachadi, 2014). Here, I need
to assess different training methods that could be implemented in order to overcome the issues
faced by business and thus achieve shared goals. Also, it is my responsibility to identify
alternative ways of improving quality performance within firm so that organizational goals can
be attained. It helps in improving quality of workers and organization as well. Each and every
individual identify different methods of dealing with customers so that guests of Hilton could be
retained for long run. Also, the role played by front office employee need to improve their skills
and adopt alternative ways of improving business performance by providing best information to
consumers regarding availability of rooms as well as other information in order to enhance sales
and satisfaction.
TASK 4
4.1
There are different problems which are faced by organization while delivering better
customer services to guests. Thus, for this hotel aims to deliver appropriate training sessions to
its employees so that they can render best customer service and satisfy the needs of customers.
Another problem faced by hotel is that recruiting skilled workforce within firm. It is essential for
business to hire right person for the right post so that goals can be attained. For recruiting right

personnel it is essential for business to obtain best solution such as scrutinizing potential
candidates from the list and thus select best candidates for the post (Panagiotakopoulos, 2012).
Management of Hilton aims to obtain best solution solutions to problems so that it can be
overcome and achieve desired results. Further, it is essential for hotel to adopt different tools and
techniques through adopting different motivational benefits that encourages workers to deliver
best customer service to clients. Also, it is essential for Hilton to adopt different techniques for
provide better customer service through delivering best training session to its workers and
improve their morale to attain goals.
4.2
It is essential for firm to focus upon adopting appropriate problem so that guest
satisfaction can be attained. Through such way Hilton aims to deliver best customer services and
thus retain them for long term within firm. Appropriate strategy adopted by hotel in relation to
overcome the issue of effective customer service and the solution to overcome them is hiring
skilled workers and obtaining set targets (Jones, Torezani and Luca, 2012). Business focuses
upon adopting appropriate strategy in regard to overcome the problem of delivering suitable
customer service to guests. It is as follows-
 Recruiting skilled workforce- It is essential for HR manager of Hilton to recruit skilled
workforce so that they can overcome the issue of customer service. Hotel needs to assess
the needs and wants of customers so that they can deliver best services to clients and
fulfill their needs. Moreover, it is also significant for employees to effectively understand
the taste and preferences of consumers and accordingly deliver them products or services
so that satisfaction can be attained. Such strategy is considered as effective and it helps in
overcoming the issues within Hilton and render best services to clients to improve the
brad image in market (Saad, Shamsuri and Abdul Majid, 2013).
4.3
It has high potential impact on implementing the strategy in regard to attain desired
results. Hilton aim to implement the strategy of recruiting skilled workers so that they can
effectively understand the issues faced by customers regarding service delivery and thus it could
be overcome through adopting appropriate strategy so that better services could be delivered to
clients. Thus, it has high impact upon the business growth and development (Roles and

responsibilities in a best practice performance management process, 2016). Also, it aims firm to
implement effective strategies in relation to select right personnel for the right job. It also
possesses high influence on firm and thus assists hotel to carry out the operations in an efficient
manner. Through such way it helps business to improve the efficiency of workers and they carry
out the task in regard to enhance high sales and profitability. Thus, implementing the strategy of
recruiting best talent possess effective impact upon the service delivery process of hotel and
improves the same so that guests could be satisfied.
CONCLUSION
From the above study it can be concluded that each and every workers needs to be
possess effective employability skills such as communication, leadership and analytical skills so
that best results can be attained. Here, HR manager of Hilton hotel prepares proper job
description and person specification for the different roles of management and staff in order to
communicate the information effectively. Also, appropriate time management strategies needs to
be implemented in regard to manage the operations effectively. Further, different work based
problems have been identified which is required to be overcome by workers to deliver better
customer service.

REFERENCES
Books and Journals
Baumann, M. and et. al., 2014. First-year at university: The effect of academic employability
skills and physical quality of life on students' well-being. Work. 49(3). pp.505-515.
Cottrell, S., 2015. Skills for Success: Personal Development and Employability. Palgrave
Macmillan.
Gallagher, K., 2013. Skills Development for Business and Management Students: Study and
Employability. Oxford University Press.
Gandhi, M. D., 2013. Employability skills in management students-An industry perspective.
Asian Journal of Multidimensional Research. 2(2). pp.85-97.
Jackson, D., 2014. Business graduate performance in oral communication skills and strategies for
improvement. The International Journal of Management Education. 12(1). pp.22-34.
Jackson, D., Sibson, R. and Riebe, L., 2014. Undergraduate perceptions of the development of
team-working skills. Education+ Training. 56(1). pp.7-20.
Jones, N., Torezani, S. and Luca, J., 2012. A peer-to-peer support model for developing graduate
students’ career and employability skills. Intercultural Education. 23(1). pp.51-62.
Kulkarni, N. and Chachadi, A. H., 2014. Skills for Employability: Employers' Perspective.
SCMS Journal of Indian Management. 11(3). pp.64.
Panagiotakopoulos, A., 2012. Employability skills development in Greek higher education
institutions (HEIs) Implications for policy makers. Higher Education, Skills and Work-
Based Learning. 2(2). pp.141-150.
Saad, M., Shamsuri, M. and Abdul Majid, I., 2013. Employers’ perception on engineering,
information and communication technology (ICT) students’ employability skills. Global
Journal of Engineering Education. 15(1). pp.42-46.
Wilton, N., 2012. The impact of work placements on skills development and career outcomes for
business and management graduates. Studies in Higher Education. 37(5). pp.603-620.
Online
Roles and responsibilities in a best practice performance management process, 2016. [Online].
Available through: <http://www.halogensoftware.com/ae/learn/how-to/roles-and-

responsibilities-in-a-best-practice-performance-management-process>. [Accessed on16th
November 2016].