Professional Identity and Practice in Hospitality Industry

Professional Identity
and Practice

Table of Contents
Introduction......................................................................................................................................2
Organizational Profile......................................................................................................................2
Skills and Competences for Receptionist........................................................................................3
Professional and Personal development:.........................................................................................4
Benefits of Professional Development............................................................................................5
Benefits of Personal Development..................................................................................................5
Learning theories for personal and professional development........................................................6
Kohlberg's Theory of Personal and Professional Development......................................................6
Self-evaluation models....................................................................................................................7
Soft Skills.....................................................................................................................................7
Hard Skills....................................................................................................................................7
Evaluation of skills.......................................................................................................................7
Development approach................................................................................................................8
Needs for the Development........................................................................................................10
Targets and Goals.......................................................................................................................11
Strategies....................................................................................................................................12
Job Description – Hilton UK (Receptionist)..............................................................................13
Video-Recorded Mock Interview...............................................................................................13
APPENDIX – A.............................................................................................................................17
Interview Questions...................................................................................................................17
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Part A - Case Study Report
Introduction
This case study report is based on the professional identity and practice in the Hospitality or the
Travel and Tourism industry. The organization chosen for this report is Hilton UK. In this report,
an investigation is conducted on the basis of the employer’s expectation for any specific job role
in Hilton UK. Also, the skills and competencies analyzed are clearly examined to deliver
efficiency in the work. It is important that every employee should undertake ongoing
professional and personal development of the employees as it enhances the careers prospects.
However, the benefits and significance of undergoing personal development are clearly
evaluated. Also, various learning theories and approaches are illustrated to link with the personal
and professional development. With the help of two self-evaluation models, there will be a
critical evaluation conducted to analyze the soft and hard skills. On a final note, some of the best
development approaches are discussed to enhance the professional and personal development
with Hilton.
Organizational Profile
Hilton Worldwide Holdings Inc., also popularly known as Hilton Hotels Corporation, is an
American global accommodation organization that oversees and establishments an expansive
arrangement of inns and resorts. Established by Conrad Hilton in 1919, the enterprise is currently
driven by Christopher J. Nassetta. The first organization was established by Conrad Hilton.
Starting in 2017, there were more than 570 Hilton Hotels and Resorts around the world counting
about 85 nations and regions crosswise over six mainland (Hantuli, 2016). Properties are either
claimed by, overseen by, or diversified to autonomous administrators by Hilton. Hilton is
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headquartered in Tysons Corner, Virginia. Hilton Hotels and Resorts is one of the Hilton's
flagship and it is considered as one of the biggest lodging brands in the world. The brand is
focused on both business and relaxation voyagers with areas in real downtown areas, close
airplane terminals, assembly halls, and famous destinations worldwide.
Skills and Competences for Receptionist
A Receptionist with Hilton Hotels and Resorts invites Guests, helps with entry and takeoff
procedures, by offering current data to Guests as mentioned, and oversees approaching
solicitations from the inn Communication frameworks either through phone or email. A standout
amongst the most perceived names in the hotel industry, Hilton Hotels and Resorts offers
voyagers a universe of real experiences. The brand keeps on being the inventive, groundbreaking
worldwide pioneer of hospitality (Marsh, 2016). For Hilton, a receptionist should fill in as a
Team Member with Hilton Hotels and Resorts for a longer term with utmost satisfaction.
Since Hilton Hotels and Resorts guarantee an unopposable Guest experience without fail. As a
Receptionist, it is important to serve on the Guest Services, Front Office Teams to address Guest
issues upon entry and takeoff, to give an agreeable remain to Guests by obliging solicitations for
data, and offering Guest help as required. To effectively fill this job, a receptionist at Hilton
ought to keep up the frame of mind, practices, abilities, and skills as follows:
 A completed secondary school endorsement or any equivalent certificates
 Front Office/Concierge involvement in the inn, relaxation, or potentially diversion
divisions
 Quiet, proficient, and sorted out with extraordinary tender loving care
 Incredible individual presentation and communicational abilities
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