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Professional and personal development in the workplace

   

Added on  2020-12-10

16 Pages4610 Words457 Views
PROFESSIONAL IDENTITYAND PRACTICE

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3PART A...........................................................................................................................................3Overview of organisation.............................................................................................................3Expected skills and competencies for different role....................................................................3Evaluation of benefits and importance of ongoing professional and personal development.....5Learning theories and approaches................................................................................................6Critical evaluation of own abilities, skills and competences.......................................................7Best development approach.........................................................................................................8PART B ...........................................................................................................................................9Learning and development theory...............................................................................................9Personal development plan........................................................................................................10PART C..........................................................................................................................................13Critical reflection of interview process......................................................................................13CONCLUSION .............................................................................................................................15REFERENCES..............................................................................................................................16

INTRODUCTIONProfessional development refers to a process of observing skills on regular basis either byparticipating in activities and events or by taking experience from the past work. Both Formaland informal means are connected to professional development. It is a skills tracking processwhere skills are evaluated before any training procedure. It can be overcome through selfdirected learning or by a means of external training. Hospitality industry deals with providingfull services to customers either in terms of rooms hotels or resorts. Present study laid emphaseson Hotel Hilton. It is a multinational hospitality industry where it provides full services fromlodging to food and beverage sector. Its headquartered is in McLean, U.S. This report discussabout skills and competencies that are found in a specified job role. Then it will include apersonal development plan where lacking skills are planned to develop.PART AOverview of organisationHilton hotel and resort is an American multinational hospitality industry. It is categorisedunder one of the best global brands which has a service to provide hotels and resort services. Itwas founded by Conrad Hilton on May 31, 1919. There are around more than 570 hotels presentin all over the world. It has existence in 85 countries including territories. These whole branchesof hotel Hilton are managed by independent operators. Generally hotel Hilton is present near famous locations like airport, tourist destinationplace or region and any other convention centres. Hilton provide exclusive discount for thosecustomers who are booking directly through Hilton website. Even mobile applications are alsoavailable where customer has facility to choose a specific room. First hotel was founded in 1925in Dallas, Texas. Its name is given as Dallas Hilton. Latest, Hilton plan to start its new firstbranch in Bangladesh architected by Mustapha khalid Palash.Expected skills and competencies for different role.A customer service relationship manager has a responsibility to handle customers frominitial level to final end till then they get satisfied. A customer raises queries against facilities inprovided service. To handle customers is not an easy task, it requires so many skills andcompetencies to get attention of customers and to convince them for avail services (Neimeyer,Taylor and Cox, 2012). Solving queries of customers relate to booking is also a role of customerservice relationship manager. Another role is of front office manager where different skills are3

required. Although some skills can be same for both the roles of customer relationship managerand front office manager. Hence, some skills and competencies which need to be found inemployees of customer service are described below:skills for customer relationship managerVerbal and non verbal communicationThis is a skill which is very essential for an employee who deals with customers. Nonverbal communication is based on written communication where they communicate thoroughwritten chats. It can be even in form of written contracts on legal basis. Written communicationcan be done either through mails or chats, or by a legal contract signed (Richardson and et. al.,2015). Now, verbal communication is oral communication and this is the fastest way to solvequeries regarding the services of Hotel Hilton.EmpathyThis is a skill which is required in employee to handle every type of customer.Satisfaction of customer is must for every industry. Hotel Hilton has also same criteria, thereforea role of customer service relationship manager will be fully govern by those who has highpatience level and high empathy feature in their nature. A customer can raise any type ofquestions to Hotel Hilton customer service employees, but to handle with patience and good willis in hand of a manager.Skills for front office managerAttentiveThis can be categorised under competencies where a manager has responsibility to beattentive for every aspect which is running inside hotel or outside (Jackson, 2015). It can berelated to any economical news or any competitive news. This helped to make customer satisfiedand also to provide them a new service for winning competition. Therefore, Hotel Hilton frontoffice manager manager is concentrated and focussed on their work which makes them attentive.Presentation skillsThis skill is important for front office manager. When a customer enter hotel\,than itsonly a front office manager who explains all the facilities. So, its important to have presentationskills in attitude and behaviour of manager. 4

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