TABLE OF CONTENTS INTRODUCTION...........................................................................................................................1 LO 1.................................................................................................................................................1 Introduction and overview of Organisation.................................................................................1 Skills and competences required by employer.............................................................................1 Importance and benefits of professional and personal development..........................................2 Range of different learning theories and approaches...................................................................2 LO 2.................................................................................................................................................3 Critical evaluation of own, abilities, skills and competences of receptionist..............................3 Development Approaches............................................................................................................4 LO 3.................................................................................................................................................5 SMART Target for development plan.........................................................................................5 Professional Development Plan:.................................................................................................6 Evidence of development plan.....................................................................................................8 LO 4.................................................................................................................................................8 Planning and undertaking the job interview................................................................................8 Reviewing key strengths and weaknesses..................................................................................10 Evaluating the job interview process.........................................................................................10 Assessing own abilities..............................................................................................................11 CONCLUSION..............................................................................................................................11 REFERENCES..............................................................................................................................12
INTRODUCTION Professional identity and practice may be defined as set of meanings which an individual can use to describe how an individual perceives him or herself within a professional context (Wald and et.al., 2015). It also refers as growth of an individual over a period in order to become more professional in its career. In this report Marriott Hotel is taken an organisation, which is a full-service hotel and resorts. This report discusses the importance if ongoing professional and self directed learningin order to enhance the career opportunities and professional identity. Present report also includes assessing own skills, learning and development approaches and using SMART target in order to professional development plan. This report also includes the plan to undertake a job interview for the chosen industry. LO 1 Introduction and overview of Organisation Marriott Hotels and Resorts is multinational company of hotels which is a brand providing hotel services and resorts in different countries of the world. There are more than 567 hotels of Marriott with more than 201,366 resorts across the world. It was founded in 1957 by J. Willard Marriott with its headquarters in U.S. Skills and competences required by employer Receptionist is one of most important part of any service organisation and in order to be good receptionist there are various skills and competences required some of them are mentioned below: Friendliness:As receptionist is considered as face of any hotel, they welcome visitors and have to address them in an effective manner.This requires a friendly nature which should be done with happy face and should be highly skilled in greeting visitors and directing them. Active listener:Receptionist should be active listener in order to provide quick responses to visitors and should be able to quickly process the request from guests and superiors. Communication:Receptionist should very high communication skills both verbal and non- verbal (ReceptionistsTop Needed Skills,2019). They have to answer quires, write emails, meet with customers, answer phone calls etc. So, they should communicate effectively in order to become more professional in its career. Technology Adaptability:In current scenario it is the most important for a receptionist to adapt totheevolvingtechnologies.Receptionistshouldbeabletousevarioussoftwareand 1
applications which may in include managing employer's social media accounts or web-based accounting programs. Memory:Receptionist should have very good memory power as good memory will allow them to respond quickly and will have a good sense of decision making. They should be able to remember visitors and names of employees in an organisation. Importance and benefits of professional and personal development Professional development is referred as a process of self-educationwhichisparticularly aimed for enhancing the professional and employability skills. Receptionist in order to climb the ladder or to improve its sense of professionalism, its personal and professional development is very important (Marañón and Pera, 2015). Personal and professional development helps in facing the challenges in an effective manner and can overcome its weaknesses over the period of time. It also improves and enhance the capabilities of an employee which help in meets its career in the future. It is important for improving skills and knowledge which help the employee in meeting future needs of the career. There are also various benefits of personal and professional development like it will help in becoming more self-aware as it helps an individual to know it values, beliefs, purposes which an employee wishes to pursue (Webb, 2017). It also gives a sense of direction to employee and also makes it more clear for him/her what is to be achieved in the future. This sense of direction make the process achieving the career goal easy as one can focus on doing particular things only which takes him/her towards the set career objectives. It also acts as a tool of motivation, when an employee knows what he/she wants to achieve it becomes easier to achieve the career benefits for an employee. Also it helps an employer to choose the effective and suitable employee for the organisation which will help in increasing the profitability and productivity of the Hotel. Range of different learning theories and approaches There are various learning theories or approaches which can be used for professional and professional development plan are as: Kolb's Learning cycle:It is an experimental learning style which consists of 4 stages of learning which are: 1. Diverging:Employee with this type of learning style take the things in different perspective, such employees prefer watching and doing the same. 2
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2. Assimilating:These types of learners prefer to have a clear information, such learners are more interested in concepts as well as in abstracts than in people. 3. Converging:These type of learners are problem solvers as they apply their learning practically and also prefer technical tasks and keep on experimenting on new ideas. 4. Accommodating: Such employees with this type of learning prefer to thing more in practical also they keep on accepting new challenges and try to solve the problems in an effective manner. VAK Learning Style In this learning style an employee of Marriott Hotel can use its 3 main sensory receivers such as visual, auditory and kinesthetic in order to determine its dominant learning style (The VAK Learning System). This style provides the simple way for explaining and understanding learning styles which includes: Visual-This learning style includes using observed or seen things like pictures, diagrams, etc. Auditory-it involves transfer of information through the process of listening. Kinesthetic-it involves learning through physical experience by touching, feeling, doing, etc. LO 2 Critical evaluation of own, abilities, skills and competences of receptionist Skills Audit:It is the process which can help a receptionist to identify its skills gap within the Hotel main outcome of skill audit is to identify the need for training for the success of the career in the future (Virta and et.al, 2019). Skills audit can be done as shown below: Technical and Soft SkillsHighModerateIn need of training Communication✔ Active Listening✔ SocialMediaandweb- based skills ✔ Telephone Skills✔ Microsoft Office Skills✔ Pressure Handling Skills✔ Problem solving Skills✔ 3
Interpersonal Skills✔ Adaptability✔ Personal SWOT:It helps in understanding the ones own strengths and weaknesses as well as opportunities and threats which an individual face which can help in planning for effective career success in the future. It includes: Strengths:Receptionist have an effective communication skills as he/she is able to communicate with guests and employees in an effectively. He/she has also got good telephone skills and is able to adapt as per the situation. Weaknesses:It includes lack of problem solving skills as he/she is not able to handle pressure and also lack web-based and social media skills. Opportunities:There are number of opportunities available for receptionist as he/she can improve the skills which he/she lack in and has also has the opportunity to improve its moderate skills. Threats:As there is high competition within the industry and if receptionist is unable to improve its skill he/she may loose the job. Development Approaches Receptionist of Marriott Hotel can make use of various approaches in order to enhance its personal and professional development. Some approaches are mentioned below: Formal Training:It is a type of training program which can be provided by Marriott Hotel to its receptionist by defining the goals and objectives by the training department of the hotel (Kluijtmans and et.al., 2017). They assign the tasks and role which are to be performed by receptionist during training process. Coaching and mentoring:A receptionist can be provided a coaching by its superiors and mentored throughout the process of training unless and until its skills and competencies are developed. Self-direction:Receptionistcanalsodevelopitsskillsandcompetenciesbytakingthe responsibilities for managing its own training programs. It can be life long process where a receptionist can set its own goals and objectives of training in the future. 4
Social learning and Networking:Receptionist in order to improve its behaviour he/she should interact with superiors, colleagues, employees, friends by using large extended social media platforms or apps. It is the best way to improve its social skills and behaviour. LO 3 SMART Target for development plan SMART Targets SkillsSpecificMeasurableAttainableRelevantTime bound Socialmedia andWeb- based skills Ihaveto improvemy social networking and web-based skills by using socialmedia apps and web browsers. Ifamable handle multiple social mediaapps andableto surfthe information on internet. Using Facebook, Twitter, Instagram etc. This skill will helpme handlethe socialmedia accountsof the Hotel and accountsof Superiors. Also, this will helpmein developing my future career. 6 months Pressure handling skills Ihaveto improvemy pressure handling skills by focusing on the job and try tokeepcalm instress situations. If I am able to handle complex situations easilywithout committing any errors. Understanding thesituations properlyand trytonotto panic. Many timesI hadfaceda complex situationsin whichIwas underhuge pressureand also there will bemany situationsin thefuture 6 Months. 5
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which will put in pressure. Problem solving skills. Toimprove myproblem solvingskills Ineedto improvemy senseof judgement and analysis. WhenIam ableto provider effective solutionsto complex problemsof mypersonal and professional career. It is attainable ifIwilltake guidance from mysuperiors andthrough self-direction. I have to deal withmay problemsof guestsso this is a skill which Ineedto improve. 12 Months Professional Development Plan: A professional development plan can be established as follows: SkillsActivityActionsMeasureTime Period SocialMedia andWeb-based Skills UsingSocial mediaapps, Using internet Inorderto improvesocial mediaandweb- basedskillI should make use ofsocialmedia appslike Facebook, Instagram, Twitter,etc. Using these app I willtryto communicate This skill can be measuredby,I am able to handle mysuperiors social networking accountinan effectivemanner. I would chat and answer the quires ofcustomersin satisfactory manner. 3 Months 6
withmyfriends andcustomers whichwillhelp metoimprove mysocial networking skills. Also, I will make useofinternet and web browsers where I will keep on researching the information which is relevant to my career. Pressure Handling Skills To focus on work, Deepinsightsto the situations. Inorderto improvemy pressure handling skills,Ineedto understandthe situation effectivelyby deeplyanalysing thesituation.I should not try to panic and should try to manage my stress level. This skill can be measured, if I am able to handle the complex situations properly. Also, if Iamableto handle number of complaintsinan effective manner. 6 Months Problem Solving Skills Tosolve complicated problems, provide Toimprovethis skill, firsts I need tosolvesmall This skill can be measured,ifam able to solve the 12 Months 7
effective solutionissues of my own. For complex issue Iwilltake guidance from my superiors.This willhelpmeto improvemy problemsolving skills. problems which I willfaceand providethe solution in such a mannerthatit will be beneficial fortheHotel.It canalsobe measured if I am abletoprovide solutionsto problemsbased onmyown knowledgeand analysis and that proveseffective forthe organisation. Evidence of development plan I, have been able to improve mybehaviouralskills and there has been a change in my behaviour. I have been working on the advice which have been provided by my superiors and has also been appreciated by them. I, also have improved my cognitive skills which as I am able to understand the situation in effective manner I am able to process the information such a way that it has enhanced by understanding. I, also gained the knowledge and experience of various field which will help me in developing my career in the future. LO 4 Planning and undertaking the job interview Operational Manager is one of the important post of any organisation, as he/she is responsiblefordealingwiththeoperationsofcompany.Operationalmanagerhashuge responsibilitiesanditisimportantforOperationalManagertohaverequiredskillsand 8
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knowledge in order to perform a particular job particularly for Hotel industry. There are three stages of interview, first stage is informal interview where candidates are asked with simple questions. Second stage involves group discussions and task and third and final stage is face to face interview. In order to plan the interviews for the post of Operations management, I have to develop a proper CV which will be provided to employer. CV should include all the essential information which is required by the employer. James Anderson 333 South, Second Street, London Road, 51211 Ph805-666-2121james.a@gmail.com SUMMARY OF QUALIFICATIONS Completed seasoned professional with success in operations management in order to achieve organisational goals. PROFESSIONAL EXPERIENCES Operations Management Overseeing all organisational operational matters. Head of guest service management. Overseeing finance, implementing new methods of serviceability and improving the profitability. Organising and conducting full hotel operations training. Skills Good communication skills. Good interpersonal skills. Technically proficient in MS office, word, spreadsheets and accounting. Organisation Skills. WORK HISTORY National Retail Outlet, London Chief Operations Officer2018- Present Spring Woods, Horley, London. Human Resource Manager2015-2018 EDUCATION 9
Georgetown University, London, UK. MBA in Operations Management (2013-2015). Stanford College of Education, London, UK. Bachelor of Business Administration (2010-2013) In order to appear the interview for the post of Operations Manager , I have to prepare for some important questions which are: What skills according to you is important for the successof position of Operations Manager? What are the tasks which you handle on daily basis as an operations manager? How do you get involved with other managers of the organisation? How can be productivity and efficiency be increased by maintaining the quality of work? How do you manage the budget of operations? Reviewing key strengths and weaknesses During the interview, I had to face three rounds and it was a good experience for me, also I came to know about my strengths and weaknesses. While appearing the interview I was very confident as at beginning some basic questions were asked which I replied confidently. Also, I was able to understand the questions to which I replied very easily. I also good communication skills for which I was appreciated by interviewer but there some weaknesses like as interview session shifted towards the complex question I became nervous even though I knew the answer very well. Another weaknesses which I had during the interviewwas that lacked some knowledge of budgeting related to operations. This is the area which I need to improve in the future. So these were the strengths which I need to optimise in the future which will help me to develop my career and can face the challenges related to my career prospective. I also need to overcome the weakness which I have so that I will be able to appear the interview effectively and crack the interview process. Evaluating the job interview process Appearing in the interview for the post of Operations Manager has been one of challenging experienceof my life. There some challenges whichI had to deal with while appearing in the interview like at the beginning of interview I was very confident that I will 10
easily crack the interview. As the interview shifted towards the most complex questions I became nervous and I was not able to handle that nervous situation which made the interview session harder for me. I could not reply to questions even I knew the answer which was the challenging even more challenging for me. During the interview I was asked the questions related to budget, how would I prepare and manage the budget of operational activities of a hotel, as I was in the retailing sector I lacked some knowledge about the operational budgetingof Hotel which was also another challenge which I faced during the interview process. I also faced the challenge of maintaining my level of confidence throughout the interview process. I also faced the challenge of maintaining the time for the task which was assigned to me during the second stage of interview also I had to argue with other candidates during the group discussion by maintaining integrity and respect. Recommendations: I need to improve my confidence level and try to maintain it. I also need to be calm during the interview and try not become nervous as should trust my ability and competence. I should improve my know of operational budgeting. Assessing own abilities I am a good listener as I was appreciated by the interviewer during the interview that I am a good listener due to which I was able to answer the complex questions easily. I also respected all the group membersand their views which argue respectfully if did not agree with them during the group discussions. Also, I was able to complete the task before the set time for which I was awarded best finisher by the HR. manager. CONCLUSION It can beconcluded from the above report that professional identity and practice forms an important part for employee as it helps in developing the personal and professional career of an individual in an effective manner. Also, professional development is beneficial for both employer and employee of an organisation. Present report also concludes that it is important for an employee to assess their skills and competencies and can apply range of learning theories in order to develop professionally. In order to develop a career in the future an employee should develop and establish a professional development plan by formulating the SMART career objectives. It can also be concluded from the report that it is important for an individual to plan 11
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