TABLE OF CONTENTS INTRODUCTION...........................................................................................................................1 LO 1.................................................................................................................................................1 Benefits of on going professional development for different stakeholders................................1 Investigate professional employer expectations of skills and competencies..............................1 Importanceofon-goingprofessionaldevelopmentandassociatedprofessionalskills requirements.................................................................................................................................2 Criticallyevaluateownskillsandcompetenciestomeettheemployerexpectationof professional skills.........................................................................................................................2 LO 2.................................................................................................................................................3 Assess abilities, skills and competences for specific job role.....................................................3 Learning theories and approaches used for personal and professional development processes.3 Evaluate own skills and competences and the most appropriate development approach to develop personal and professional skills......................................................................................5 LO 3.................................................................................................................................................5 Construct a development plan to enhance chosen skills and competencies within a specific work context................................................................................................................................5 Relationship between development plan that applies underpinning learning and development theory...........................................................................................................................................8 LO 4.................................................................................................................................................9 Undertake a job interview for a suitable service industry role...................................................9 Strengths and weaknesses of an applied interview process........................................................9 Evaluate a job interview process and the obstacle and challenges to overcome........................9 Reflective...................................................................................................................................10 CONCLUSION..............................................................................................................................10 REFERENCES..............................................................................................................................11
INTRODUCTION Professional identity and practice is an important part of a professionals' life to bridge the differences that are existent while working. This assignment is a reflective in understanding the several aspects to maintain the creditability and reputation while providing services effectually. Furthermore, it involves understanding the theories to bring concrete changes from professional outlooks. This also describes about interview process, its strengths and weaknesses to gain better knowledge about its implementation for any company to hire correct people. Here, Cardiff Marriot Hotel is considered, which is headquartered at the capital of Wales, Cardiff. LO 1 Benefits of on going professional development for different stakeholders Continuing professional development (CPD) is imperative for Cardiff Marriot Hotel because it helps in maintaining credibility and reputation among the clients or customers. Such programs help the taskforce to upgrade their skills and prepare for better positions and performing their tasks and responsibilities accordingly. The on-going professional development is very much essential for organisation as well as it will be able to define what the changes that are needed for each employee are. There are several stakeholders of this hotel who gets benefited from CPD and involves both internal and external types. The internal consists of managers and employees whereas external contains customers, the government, investors or shareholders and the employers. The internal stakeholders are receiving support and encouragement in terms of improved efficiency and credibility. It also includes attainment of career goals by improving abilities and technical skills. Moreover, they know to manage the work and analyse the differences to use the self directed guidelines and structured learning cycle. Moreover, the external stakeholders might be benefited by understanding the formal policy frameworks and other related instructions. In regard to the same, the benefits are for longer run and focus on maintaining the quality and delivery of services to meet the needs of clients and reap benefits to the investors and the government(Wong and Lee, 2017). Hospitality sector is one of the strongest driving forces for generating revenues for the government and hence, Cardiff management focuses on updating their employees skills for seamless running of operations at the workplace. Alongside, the emergence of digitalization has helped the managers to attract new customers and help the investors to stay with them. This has affected their overall positioning in the marketplaces at both 1
local and global levels.CPD will be helpful for the employees as well as their personal and professional development will be there on continuous bases. Investigate professional employer expectations of skills and competencies Cardiff Marriot Hotel owners has a prime objective to maintain its brand image and attract the largest pool of customers from around the world. Such CPD programs help in improvingthehiringprocessofthishotelbyhighlightingtheservicesrequiredlike housekeeping, marketing etc. This is useful in management of the employees efficiently and which ultimately assist in giving high levels of quality services to customers who re visit again. The owners further has the vision to recruit sincere, dedicated and committed employees to make their mark in the markets efficiently. Additionally, the competencies are directly related to the technical skills and interpersonal skills that are considered as much required skills for survival to the existing competition. Furthermore, the management skills are the most sought after skills in the hospitality sector to attract new partners or investors with diversified clients. Herein, the application of technological advancements and the cultural aspects play roles to meet the hotel's management in fulfilling their objectives (Molina-Azorín and et.al., 2018). The requirements consist of helpful and skilled labour force and thus, the employers' viewpoint is to maintain such employees to help them gain more number of investors or shareholders along with customers from worldwide levels. Type of skillsExpected Range (Out of 5)Current Range Technical Skills53.5 Interpersonal Skills54 Management Skills53 Importanceofon-goingprofessionaldevelopmentandassociatedprofessionalskills requirements The ongoing professional development program at Cardiff Marriot Groups emphasis on improving the skills and competencies of the taskforce to improve their skills set in accordance to meet the objectives. This not only boosts their confidence levels but also aid in maintaining the motivation levels. Nevertheless, it highlights the understanding of employees about the 2
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legislation, policies and laws of the management and makes them aware about their employers' expectations for doing better within Cardiff Marriot Group (Jung, and Yoon, 2015). This also includes giving training to staff to improve the productivity levels and effectiveness in order to establish quality of work. However, this encourages constructive interactive sessions between the employees so that they can exchange ideas and opinions. This also helps in addressing the professional development for employees by gaining knowledge about several aspects of work ethics and follow code of conduct. Critically evaluate own skills and competencies to meet the employer expectation of professional skills On personal levels, the role of manager is required for employment at the chosen hotel. It is suitable since the required skills and competencies match with my experience and skills set. I am sincere, helpful and have pleasing personality to interact with new people visiting the hotel. Moreover, I have the ability to make people work in unity and with complete collaboration for smooth running of operations. Thus, I will be able to lead any team with confidence and encourage complete collaboration among the members of the team. However, I lose my patience when the work is not completed on time. With the help of these skills and competencies it will be helpful for meeting out all expectation of professionals within hotel. LO 2 Assess abilities, skills and competences for specific job role Job role:Front desk Manager at Cardiff Marriot Hotel Skills123 Leadership Problemsolving skills Time management Commercial awarenessand responsible approach 3
coordination and team building Taking initiative Skills and competencies are important tools while hiring any position or designation. However, hospitality sector has high competitive levels and thus, it is necessary for the employers to hire skilled and competent individuals to maintain their loyal customer base (Bharwani and Talib, 2017). There is requirement of a well versed and technically sound manager to maintain the entire administrative work and bring innovative ideas to the desk to attract new customers and give better options to the existing clients. The following are the key competencies required: Leadership:Amanageratanyhospitalityorganizationmusthavetransactional leadership style to establish cordial relations with the team members and also able to instruct them properly. This would help in bridging the communication gaps and led to formation of strong ties while working. Nevertheless, they are the representative of the company's brand value in the market. Problemsolvingskills:Thisskillisimportantinthehospitalitysectordueto uncertainties and challenges that the management face on daily basis. One must be decisive and good in analysing the situations to maintain the harmony of the environment and manage the bitterness that are frequent in such organizations. Time management: This is crucial to bring enhanced productivity at the workplace by minimising the barriers. Good management skills are interdependent with the optimum use of time as an element. Along with, an individual especially manager level post must have good planning abilities to segregate the entire work to avoid any pressure or stress levels. Commercial awareness and responsible approach: This is essential for the hospitality sector because the awareness is necessary to understand the nuances of work ethics and analyse the market forces. Along with, responsibility is another component that helps the employees to behave in professional ways. 4
Learning theories and approaches used for personal and professional development processes There are several theories and approaches that are used for the personal and professional development processes. These play crucial role in creating a positive image and lead the companytofollowthepathofsuccessandprogression.Kolb'sLearningmodeland behaviourism theory might prove useful for the Cardiff Marriot Hotels to give a proper and systematic continuous process development. Behaviourism Theory This is one of the learning theories which put emphasis on using logic and reasoning objectively while making decisions and maintaining the work-life balance at professional levels. There is a sense of responsibility that focuses to fulfil the environmental conditions to sustain the competition. It is one of the psychological approaches that highlight the state and stimulus- response behaviours of individuals to concern the behavioural analysis. This is refereed as operant conditioning which depends mainly on the reinforced reflexes and are intersected with the biologically wired response rates (Murtonen, Gruber and Lehtinen, 2017). Here, a simple feedback systems is considered where techniques and tools in context to reinforcement has been implemented. This theory is useful for organizations like Cardiff Marriot Hotel to employ the principles to engage the employees and bring improvisations in the performance management via reward system etc. There are pros and cons of such reinforcement techniques when used by the company to understand the behaviour of people by implementing approaches through observations. The manager might use this theory to balance between the employees and the customers. There are instances when the customers ill treat the staff of the hotel and indirectly exploit them which is unacceptable and thus, the manager must use the techniques to have an open end discussion. Kolb's Learning model It is one of the models which is implemented for improving the basic information about a particular area or topic. This is useful in application of cognitive competencies and abilities of an individual through adopting a four stage cycle. These four stages include concrete experience, reflectiveobservation,abstractconceptualizationandactiveexperimentation.Here,an experience might be considered as concrete to know about the entire details in regard to specific topic and later it is implemented through reflections and observation (Illeris, 2018). The manager of this hotel might use the relevant experiences to gain insights on dealing with any challenging 5
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situation and situational crisis. The observations he made during the entire working time and use it to make some conclusion must be based on observations and proper working practices. Next is abstract conceptualization where the thought processes of individuals is required to fulfil the expectations and overall utilisation of allocate resources. Moreover, the last stage is the implementation part which is applicable to encounter new experiences and better situation in the near future. Here, the manager must be creative with good analytical skills for making the tasks better and easier for the employees. This would ease the burden and divide the pressure in systematic ways. Evaluate own skills and competences and the most appropriate development approach to develop personal and professional skills For the above post of Front Desk Manager, I have the following skills and competencies which will help the organisation to flourish their productivity and profitability as well. My interpersonal skills are excellent and I do not feel shy interacting with new people and from any age group. Moreover, I have fluency in three languages and can be able to resolve issues and conflicts. Along with this, I have quick decision making abilities and have good command on the software used at the front desk regarding the reservations and booking of rooms. The skills and competencies that I carry has been proved beneficial for me in terms of using my cognitive and behaviourism approaches. I always apply my common sense to objectively analyse things and surroundings and use my logic and reasoning to apply professional code of conduct. Here, the best development approach is to attend the CPD conducted by the company. Along with, training from several courses and upgrading skills are necessary. LO 3 Construct a development plan to enhance chosen skills and competencies within a specific work context SWOT ANALYSIS Strengths Excellent communication skills Good problem solving abilities Creative and responsible individualAbility to lead a team Opportunities Gainknowledgeaboutnew technologies' and current trends Establishing innovative approaches and methods to attract customers Introduction of one to one interactive 6
sessions Leadingchangestomaintainbrand image Weaknesses Poor coordination and team building spirit Impatient and loses cool easily Lack of initiative in reading about news related to competitor and development of using technologies or toolsGetsdeviatedeasilyandaffectthe quality of care Threats Growing competition at both local and global scales Availability of larger taskforce Referrals from outer sources Lackofvisiontobringsubstantial modifications for work development For the manager post at the Cardiff Hotel Group, the following professional development plan is required to have an analysis for gaining insights about the skills and competencies. Sl No. Skills/Learning objectives Curr ent crite ria (1-5) DescriptionSuccess criteriaTime scale 1Improvingcoordination and team work 3.5Ifeelthatdifferent perspectivesfrom my own has always posedissues.I realisedthatpeople tendtoargueand lateritindirectly hampers the working standards and affect I started learning aboutthe techniquesand toolsusedto improve my team work spirit. Along with,Istarted focusing on doing anyphysical Within four weeks 7
theworking environment. Additionally, I want toimprovemy cooperation to make better relations with mycolleaguesto makethetasks interestingand convenient activityto improvemy concentration levelswhich wouldbe beneficial when I am working with differentpeople in a team. 2Enhancing patience levels3Ilosemytemper easily since I do not enjoyclumsiness. Alongwiththis,I also realised that I do nothavegood patiencelevelsand waitingability duringthetimeof delaysorany emergency. I tend to make more mistakes andthisaffectsthe quality of my work andleadsto ineffectivenessand unproductive work at the workplace Istarted exercisingand doingyogato conquer my mind overmore important tasks or thingstodo.I havealready started writing to do list to prioritise myworkofthe day. Moreover, I startedreading spiritualbooks andstarted following listeningto seminars and few spokespersonsto enhancemy knowledgeabout Withinsix weeks 8
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thisshortcoming andimproveat quicker ways 3Maintainingthe knowledgebaseand current skills 4Ihavegoodbasic knowledge about the hospitality sector and therelated conceptual frameworks. However, I feel that onemustreinvent and learn new things tosurvivethe competition in better modes.Thisis fulfillingand satisfyingonthe personallevelsand helpintheself development Ihavestarted reading books and articlesondaily basistogain knowledgeand clearallthe minutedoubts andqueries. Alongwith,I havesubscribed toyoutube channelsand other social media platforms. It gives me an update on thelatest technologiesand updatemewith thecurrentnews as well. Within two weeks Relationship between development plan that applies underpinning learning and development theory With the help of Kolb's learning theory, it is necessary to make a development plan to have an upper hand in improving the skills and bring effective changes for the betterment at both individual and organizational learning levels. The above mentioned development plan if applied strictly then it would help in improving my working practices and help me to gain rewards and 9
appraisal at the work front. Along with, I have also learnt that one must take initiatives to employ the assimilating and converging learning styles to move ahead professionally. LO 4 Undertake a job interview for a suitable service industry role The job role is of housekeeping officer at Cardiff Marriot Hotel through application of group discussion followed by direct interview process. These two processes would shed light on the personality type and overall characteristics of individuals applying for the mentioned post. The group discussion method would be done by making smaller groups of 6-7 people and giving them topics related to few situations that are mostly common to the hospitality sector. Next is direct interview process which includes asking relevant questions regarding the roles and responsibilities of the housekeeping department. Additionally, it focuses on the individual's reactions and responses in context to particular department. Heretheinterviewpanelwillbeformedbykeepingthemanagersfromseveral departments of this hotel into three panels. The following questions might be asked to manage the interview process conveniently and help the interview panel to take proper decisions regarding the post of officer. What is the role of housekeeping in maintaining the image of the hotel? What is the experience? Do you see yourself working in this organization? What are the strengths and weaknesses? How do see yourself working in this company? Strengths and weaknesses of an applied interview processStrengths:This interview process is reliable due to its organized process of selecting the candidates and gaining skilled people who are presentable and appealing. After the group discussion, people gets eliminated if they lack the general criteria and thus making the entire process more accessible. The panel consists of experienced employees and would not be biased towards any job seeker. Weaknesses:This is time consuming and long process and might be taking the resources inaninefficientmanner.Alongwith,therewaslackofclarityregardingthe responsibilities of the housekeeping department and misguiding the candidates which is unprofessional. 10
Evaluate a job interview process and the obstacle and challenges to overcome Job interview is the process where the candidates are in personal one to one interaction with the job seekers to assess their characteristic traits and overall capacities in performing tasks for a specific profile. This is refereed as the final methods to hire candidates and is one of the effective devices to select the right candidate for the right profile. However, there are several challenges and obstacles that come across while conducting job interviews. Firstly, there is lack of authentic description about the job profile (Muralidhar, and et.al., 2016). Sometimes the employers misguide the seekers and hire them for some other profile. Next is the time management which clearly demonstrates that it is a long process. Along with, there is presence of an unstructured conversation which leads to hiring of low competent people and hamper the growth of the company. 11
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Reflective My personal experience is satisfying since I have good interpersonal skills. However, once when I was asked to wait for an indecisive time, I got irritated and this affected my performance in the third interview round. I always felt that interview round are mostly biased and based on personal interest of the interview which demotivate the job seekers. Along with, I have always been prepared by analysing the past history, background details and other updates regarding the job profile which helped me to prepare in better modes. CONCLUSION It has been summarised that an individual must follow the code of conduct and ethical standards professionally. This is possible when taking the continuous professional development programinpropermodesandusingthetrainingthroughpracticalimplementation.This assignment has successfully explained about interview process, personal development goals and related concepts to give an overview in hospitality sector. Moreover, this includes assessing own abilities by using a personal development plan and connecting it with the learning theories. REFERENCES Bharwani, S. and Talib, P., 2017. Competencies of hotel general managers: a conceptual framework.International Journal of Contemporary Hospitality Management.29(1).pp.393-418. 12
Illeris, K. ed., 2018.Contemporary theories of learning: learning theorists... in their own words. Routledge. Jung, H.S. and Yoon, H.H., 2015. The impact of employees’ positive psychological capital on job satisfaction and organizational citizenship behaviors in the hotel.International Journal of Contemporary Hospitality Management.27(6).pp.1135-1156. Molina-Azorín, J.F. and et,al., 2018. The Implementation and Advantages of Mixed Methods in Competitive Strategy and Management Systems. Muralidhar, S. and et.al., 2016, October. Training on the job: Behavioral analysis of job interviews in hospitality. InProceedings of the 18th acm international conference on multimodal interaction(pp. 84-91). ACM. Murtonen, M., Gruber, H. and Lehtinen, E., 2017. The return of behaviourist epistemology: A review of learning outcomes studies.Educational Research Review.22.pp.114-128. Wong, S.C. and Lee, P.C., 2017. Roles of the Hotel Training Professionals—Perspectives of IndustryPractitioners.InternationalJournalofHospitality&Tourism Administration.18(1). pp.61-83. 13
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