Empowering Liberation through Community Networking and Well-being

The assignment content appears to be a collection of various research papers and company profiles from different fields. It includes articles on topics such as service learning, multicultural education, problem-based learning, and time management. Additionally, it features company profiles of British Airways PLC, Landmark Hotel, and Jurys Inn. Overall, the content seems to focus on themes related to liberation, community networking, and well-being.

n
Work Based
Experience
1

Table of Contents
INTRODUCTION ...............................................................................................................................4
P. 1.1 Research and evaluate organisations for industry experience................................................4
P.1.2 Negotiate with work and academic supervisors a proposal for the work experience ............5
P.1.3 Business constraints on the work experience offered ............................................................7
TASK 2 ................................................................................................................................................8
P. 2.1 Tasks and responsibilities involved in the work experience. ................................................8
P. 2.2 Plan for the work experience.................................................................................................9
P. 2.3 Benefits of the proposed activities to the business and the learner......................................11
TASK 3 ..............................................................................................................................................12
P. 3.1 Specific requirements of placement conforming to all related codes of practice................12
P.3.2 Systematic records of work undertaken ...............................................................................13
P. 3.3 Revising of the initial plan. .................................................................................................14
P. 3.4 Suggestions for improvement and review under appropriate supervisor.............................15
TASK 4...............................................................................................................................................16
P.4.1 Monitor progress against original proposal ........................................................................16
P.4.2 The quality of own performance ..........................................................................................16
P. 4.3 Analysis of the learning which has taken place during the work experience using suitable
reflection........................................................................................................................................17
P. 4.4 Recommendations for enhancing experience. ....................................................................17
Conclusion..........................................................................................................................................18
References..........................................................................................................................................20
2

Illustration Index
Illustration 1: Time Management Grid.................................................................................................9
3

 INTRODUCTION
Work based experience is paid or non-paid opportunities for developing and practising skills
as well as knowledge into the real world. It helps in developing and growing career. There are many
types of work based learnings such as part-time, service projects, volunteer work, internships, etc.
With the help of these, students can be able to get real time experience by implementing their
theoretical knowledge in the practical world (Kerekes, 2016). There are different types of work
based learning strategies such as apprenticeship, job shadowing, service learning, cooperative
education, etc. Key persons of this strategy are students, businesses, mentors, teachers, parents and
employees of the organisation as well as school administration. There are some benefits of this
approach such as improvement in critical thinking, expansion of learning facilities, reduction in pre-
service training time and cost etc. On the other hand, there are some disadvantages also which
include time consuming process, need proper planning, non-synchronisation between work-based
experience and school education etc. (Lopatto, Hauser and Bedard, 2014).
For the current file, British Airways, Jurys Inn and McDonald's Westfield Stanford are taken
into consideration. It includes proper research on the organisations, negotiation evidences and
business plan for catering business. Along with this, file consists of benefits of business plan,
systematic records of the work undertaken and suggestions for the improvements.
P. 1.1 Researching and evaluating organisations for industry experience
In order to develop the skills and practical knowledge, individual requires to explore the
industry. In addition to this, individual also needs to explore the working environment, different
departments, roles and responsibilities of employees in company etc.
There are various opportunities in the travel and tourism sector which includes part-time
work, voluntary work, placements, summer internship, etc which helps in increasing skills in
respected sector. There are various range of places which leads to provide good experience in travel
and tourism sector. While, deciding about the work-related experiences many factors are important
to taken into consideration. These are type of work, what type of skills, knowledge and abilities will
develop, future development, future scope of growth and many more. With the help of this,
individual can take right and appropriate decision with respect to his/her career growth.
In this, to get the industry experience, three organisations from tourism industry are taken
into consideration such as The McDonald's, Jurys Inn hotel and British airways. These selected
organisations may deliver the industry experience. Research and evaluation of these three
organisations are described below as:
McDonald's Westfield Stanford City:
4

With the help of proper research, I have evaluated that this is world's largest chain of fast
food (hamburger) restaurants. The firm is serving in approximate 119 nations with around 36,535
outlets. The food products of this restaurant includes hamburgers, cheeseburgers, chicken French
fires, soft drinks, desserts, milkshakes, etc. For some change, firm has expanded its menu which
consists of salads, fish, wraps, smoothies and fruits. I have explored that company is offering
quality food and services to the customers. It is gaining competitive advantages due to the tasty and
delicious food items along with the different approaches like Happy Meal, Eat-in and Take-out
meals. Along with this, company is taking care of its employees by offering them good packages,
training and rewards.
Jurys Inn hotel
The selected entity is basically a chain of hotels which was founded by William Jury in
1881. The cited firm delivers the great value and friendly services to guests in order to attract them
and satisfy them (Warren, Abel, and Campbell, 2015). By considering the requirements and
expectations of guests, cited firm delivers the special deals, free Wi-Fi facilities, Costa coffee bars,
relaxing environment, special suite rooms with free view TV work area, wheelchair accessibility
and also the best price guarantee (Why choose Jurys Inn?, 2015). I have also explored that to
increase the customer satisfaction level, cited hotel gives emphasis on the product and service
development (Gould, Lee and Bronstein, 2015).
British airways
The cited airline is a flag carrier and considered as the largest company in the UK on the
basis of fleet size. In 2013, cited firm generated the revenue of £11,421 million. To satisfy
customers, cited firm takes feedbacks and suggestions from the guests in order to improve the
quality of services (Natale, Arcidiacono and Di Martino, 2013). Cited firm also delivers airline
marketing, aircraft maintenance, insurance services, package holidays and aircraft financing
(BRITISH AIRWAYS PLC Company Information, 2015). As per the requirements of customers, cited
firm uses advanced technological services and also offers the package facility. Cited firm also
delivers the great quality services to maintain the healthy relationship with customers (Dong, Seo
and Bartol, 2014).
P.1.2 Negotiating with the work and academic supervisors for a proposal of work experience
After the research and evaluation of three organisations such as The Landmark London
hotel, Jurys Inn hotel and British airways, negotiation process takes place. To negotiate with the
work and academic supervisors on a proposal of work experience, various types of contacting
methods can be used such as phone, letter or electronic mail facilities etc. (Wang,Beck and Kessler,
5

2014). From the all these methods, I prefer to use the email method to negotiate with work
supervisors of these three companies.
For getting job in effective and good organisation, I search about them, their market
position, type of work, etc. This helps me in selecting right and appropriate company for getting
work based experience. From my research, I select three organisation to contact with and asking
them for any vacancy or internship. These are McDonald's Westfield Stanford City, British Airways
and Jurry Inn. All the firms are good and popular in UK. I prepared my CV and cover letter in
effective manner with focused information. So that, reader can get all information about my skills,
experiences from previous jobs, knowledge in the respected field, etc. I contacted all the three
organisation by sending them mail.
Due to some reasons, I did not get opportunity to work with British Airways and Jurry Inn.
They response me with the help of mail. But I get positive response from McDonald's Westfield
Stanford City.
1st Proposal for McDonald's Westfield Stanford City
Date: 16/04/2016
Name of University: UK College of Business and Computing
Title Position: Crew member
My strengths: I am very dedicated as well as enthusiastic person and also have worked in
same field with 11 year experience as a receptionist, administrative assistant and many customer
service roles. I can also work efficiently under pressure. I have great problem solving and customer
service skills as well.
Name of organisation: McDonald's Westfield Stanford City
How it will benefit me: For the academic progress, this will be good start for me. Through this, I
will gain the industry and work experience. With the presence of main reason, I would like to
complete my placement at the McDonald's as I have researched as well as explored the information
and found that customers are more satisfied with the service excellence and quality of this firm. I
would love the opportunity to work with such type of prestigious company to gain the new skills
and also contribute in attaining success. I am hoping that you will offer me a position in your
organisation.
I am available to start placement from today until 30th June 2016 and from any week of this
duration. By doing this placement at your organisation, I want to attain understanding of the
organisation's requirements.
6

2nd Proposal for Jurys Inn hotel
Date: 10/04/2016
Name of University: UK College of Business and Computing
Title Position: Trainee intern
Name of organisation: Jurys Inn hotel
My strengths: I can also work efficiently under pressure. I have great problem solving and customer
service skills as well.
How it will benefit me: In such a big company, I would like to complete my placement in order to
gain the work experience. From the research, I have found that your firm delivers the great value
and friendly services to the guests in order to satisfy them. To increase the satisfaction level of
customers as well staff members, your organisation provides the great facilities.
I am available to start the placement from today until 30th June 2016 and from any week of
this duration. By doing this placement at your organisation, I want to attain understanding of the
organisation's requirements. I believe this role can help me to improve my skills and knowledge in
all the areas.
3rd Proposal for British airways
Date: 19/04/2016
Name of University: UK College of Business and Computing
Title Position: Trainee intern
Name of organisation: British airways
My strengths: I am very dedicated as well as enthusiastic person and also have worked in same field
with 11 year experience as a receptionist, administrative assistant and many customer service roles.
I have great problem solving and customer service skills as well. I can also work efficiently under
pressure.
How it will benefit me: I have chosen your company as I have passion to work in a vibrant fast
paced environment. I would like to complete my placement at your organisation because it will be
good start for my progress.
I am available to start the placement from today until 30th June 2016 and from any week of
this duration. By doing this placement at your organisation, I want to attain understanding of the
organisation's requirements.
7

P.1.3 Business constraints on the work experience offered
In the present time, every business unit has their own strengths and qualities to satisfy
customers by providing them with services and products. Along with this, there are some
constraints which individual needs to follow for improving their skills and abilities. In respect to
this, there are some possible constraints present that I require to consider in relation to my new
placement offer in McDonalds. These constraints are related to training, induction and development
sessions required to be provided by the organisation (Lindgren, Packendorff and Sergi, 2014). I get
knowledge from the Training and development sessions conducted by the firm. It helped me to cope
with the culture and work style of company. For effectively working at the workplace, I also require
to be fully trained in my fields. I also ensure that I am following all the guidelines of quality
management. From the research, I have explored that motive of all these firms are related to
enhance customer satisfaction level. For achieving this, I deliver high quality performance and
excellent cooperation with the seniors. So, in respect to this, it is essential for me to maintain the
quality and performance level in the effective manner for the proper functioning of Mc donald's. I
also try to handle the queries and complaints of the employees in order to increase their satisfaction
level. In addition to this, I have to develop health and safety policies for the workers (Estache,
Foster and Wodon, 2013). This will help me in becoming a competitive crew member of the
organisation. Along with this, I also fulfil the responsibility to take feedbacks and suggestions from
staff members and supervisors which help me to evaluate the ways to satisfy them. In this context,
every type of work has a sort of challenges which are faced by me while working in McDonalds.
Other constraints which are important at McDonald's include health and safety
considerations. It is important to follow all the policies and rules related to health and safety. It help
in developing safe and secure environment for the employees to work freely and properly. Along
with this, customer satisfaction is also one important constraint. It is essential to meet wants, desire
and expectations of the consumers for increasing their satisfaction level. By adhering with the
quality of food products and services, one can satisfy the individuals. It is essential to follow all
quality standards for maintaining the quality of food items like Hamburger
 TASK 2
P. 2.1 Tasks and responsibilities involved in the work experience
I have been selected by McDonald's of Westfield Stanford for experiencing work and
learning new skills at the role of Crew members. My objective behind this is to understand the
working of the in hospitality sector. Along with this, I want to improve my communication,
interpersonal and transferable skills. With the help of this post, I will able to handle the people by
8

using effective convincing skills. I will also get knowledge about the operations done by the firm
for offering quality and cultural environment to the staff. For achieving all these objectives and
satisfying the workers my responsibilities as per the work experience are as follows: Adhering the policies and practices: It is one of the most essential and important task for
the crew member of McDonal's. I attained all the information about the policies and
procedures which are important to follow in a workplace. This informs me about the
legislations and regulations developed by the UK government. Before starting any
operation, it is essential to have effective working environment. By implementing effective
policies related to the health and safety, equality, etc I get opportunity to develop safe and
cooperative environment within the McDonald's. Staffing: After the formation of the policies, next important task is to hire skilled and
talented candidates. In this I cooperate with the supervisor to collect the information about
the vacant positions and making job description and person specification. Along with this, I
decide proper venue for conducting interviews. I also prepare documents like offer letter,
acceptance letter, etc. Workplace Gossips: It is the least important work and due to this I will avoid it. I will like to
give my time in doing some good and effective work which will enhance my skills and
knowledge instead of gossiping with the co-workers. I will communicate with my
colleagues but in topics related to the career development or for removing the stress of work.
Otherwise, I will not like to do gossips in the McDonald's as it is only wastage of time.
Development of appropriate strategies:
As per the obtained information, I will decide effective services, food products and other
things. I will also choose appropriate promoting and advertising technique for my business and its
services among the customers. This plan will include all the strategies regarding target customers,
budget, place, price, promotion, etc.
Customer Relationship Management:
In this, I have to communicate with the customers for understanding their demands and
preferences. For this, I will use questionnaire with proper list of questions which I want to know. I
design questionnaire in the supervision of my mentor so that he/she can help in selecting proper and
right question.
After doing all the above tasks, I will recheck and discuss them with the supervisor for
finding any issue or problem in it. Positive feedback will help me in knowing that I am doing right
tasks and motivates me to do more properly. Whereas, negative feedback will lead to develop and
improve my work by making appropriate changes.
9

Time Management Grid:
 P. 2.2 Plan for the work experience
For the work experience at McDonald's Westfield Stanford City, plan with respect to the tasks is as
follows:
10
Illustration 1: Time Management Grid
Source (Time Management, 2013)

Schedule of task Date for reviews Input from supervisor
Analysing consumer needs
 To analyse needs and
demands of consumer
 To adress the consumer
needs quickly
 To suggest better
options for sales
promotion
 To deliver the required
order
This expirience will be
carried out throughout my
employemnt time period
My supervisors and expirienced
employees will train me to analyse
and adress the consumer needs in an
appropriate and effective manner.
Time managment and speed
delivery
 To pioritorise consumer
demands
 Handle pressure
 Manage and bulk order
 Balance between qiality
and time
To experise and
understand the stated skill
a significant time frame is
demanded. I will inculcate
the stated skill for 15 days.
My supervisor will train me for
prioritrising the tasks and indulge in
multitasking to deal with demands by
the consumers.
Developing consumer
relations
 To analyse consumer
needs in an effective
manner
 To deal with consumer
issue effectively
 To understand the
changing demands of
the buyers
This skills will be
enhnaced in the time
period of 30 days.Mentor
will expect to adopt
effective skills and
abilities which help
employees in their
development and
improvement (Gilbert and
Terrell, 2013).
Mentor will expect to adopt effective
skills and abilities which help
employees in their development and
improvement (Gilbert and Terrell,
2013).
Enhnacing communication
skills
 To develop effective
interpersoanl skills
 To patiently deal with
consumer complains
and resolve the same
quickly
 To take consumer
feedbacks for
enhnacing repeatetive
sales
This is significaant
demand of my working
profile as it will demand
effective and well
defeined growth aspects of
the comany. It will
demand 1 month of time
frame.
Mentor will expect to increase the
productivity, sales and number of
customers with the help of quality
performance.
P. 2.3 Benefits of the proposed activities to the business and learner
Above defined activities will help me in increasing my knowledge, skills and abilities of a
crew member effectively. By analysing consumer needs, I will able to know the requirement of
various consumers for the McDonalds. Developing time management skills is significant for the
11

selected position as addressing the needs and demands of the consumers on timely basis is very
significant for the business unit. Moreover, it will create a high impact on organisational sales and
my performance in the business unit as well. Consumer relationship management is also significant
part of employment process. This will help me in enhancing my problem solving and complaint
handling skills. Moreover, efficient analysis of the mentioned needs will help me in attaining the
success aspects in the organisation. Well defined communication skills will help me to efficiently
understand their needs and demands in the market.
In addition to this, for the progress and success of McDonald's Westfield Stratford, it is
essential to allocate all the resources properly. This task will help me in knowing about the required
resources for doing work and accomplishing the objectives of business. This will also tend me to
select the best and latest technology for the effective work management and influencing users to
visit stores. It is necessary to have all the storage machines and instruments for preventing food
items from decay and keeping them fresh as well as natural. At last, employee engagement activity
will help me in holding experts, specialists and experienced professionals. Various activities will
help in preventing employees to switch for better opportunities and their career development.
All the above tasks will develop my problem solving, communication, management and
strategy formation skills. Proper analysis and research will make me to learn about data collection,
sampling and questionnaire creating methods. On the other hand, I will be able to know about
resource allocation and utilization properly with respect to the McDonald's. All these activities will
enhance my knowledge and skills with patience and flexibility for starting my career as an efficient
crew member of the organisation.
Benefits to the employer
 Increase in relationship with the customers
 Enhancement of market position and brand image
 Increment in the skilled and talented number of employees in the restaurant
 Better customer satisfaction
 Proper delegation of roles and responsibilities to the workers
 Effective work and time management
 Handling of more customers and meeting their requirement more appropriately.
Benefits to the learner:
 Development of patience, flexibility and adaptability
 Enhancement of communication skills
 Relationship Management with customers and supervisor as well.
 Development of team management, problem solving, customer handling and decision
12

making skills
 Information about company's working and its manner of dealing with staff members
 Information about rules and regulations with respect to health and safety.
 Increment in self confidence, self esteem and assertiveness.
TASK 3
P. 3.1 Specific requirements of placement conforming to all related codes of practice
It is essential to follow all the legislations, regulations and code of practices while working in the
organisation. As a crew member, I will have to implement all the laws and regulations into the
working environment for developing effective organisational culture in the McDonald's. I will use
sex discrimination act and disability discrimination act for preventing employees from
differentiation on the name of sex, marital status and disabilities. This will help me in promoting
efficient and ethical working environment within the firm. Along with this, I will implement data
protection act for preventing personal and private information of workers and business as well from
unauthorised access. This law will help in developing trust and loyalty among the employees and
customers. Staff members of the McDonald's Westfield Stratford will be able to work without any
stress or fear. On the other hand, use of equal pay act will promote equality among the employees.
This will make them to cooperate and coordinate each other for achieving the objectives of
business.
All these laws and regulations will help in promoting legal and effective work management
in front of UK government which will tend to gain competitive advantages (Kerekes, 2016). In
addition to all these acts, I will implement health and safety at work act for maintaining safe and
secure working environment. For this, I will implement safety measures and proper equipment such
as fire alarm, smoke detector, etc. for preventing workers from any type of risk or harm. Along with
this, with the help of equality act, I will be able to provide equal growth opportunities to all the
employees. This will help in maintaining peace and harmony in the organisation (Helyer and Lee,
2014). All these acts will lead to increase the satisfaction level of workers. This will tend to
improve the performance of mine and other staff members which will result to increase productivity
and sales. Business policies and practices of McDonald's will be developed by considering all the
laws and regulations properly. It is necessary to work efficiently by following all the government
procedures. This helps in accomplishing objectives by taking advantages of government policies
and procedures. In context to this, laws and regulations will help me in conducting all the tasks
properly regarding recruitment and selection, training and development, employee engagement,
resource allocation etc.
13

P.3.2 Systematic records of work undertaken
In order to record the activities and work, systematic format and appropriate methods will be
required to be followed. In this context, work and task which should be undertaken that are required
to be recorded in a well organised and systematic manner (Sue, Jackson and Rasheed, 2016). By
maintaining records, status and progress of my work I am able to evaluate my performance and
experience in McDonald's. In this context, I maintain record with the help of work schedule, diary,
portfolio and log book etc. For this, methods are described below as:
Log book
This method helps me in maintaining documents of the work schedule along with tasks and
responsibilities in McDonald's. In this, I will manage well defined information in respect to my
work profile and schedule, details of peers, emergency contacts and other data will also be
managed. In order to record the data in an accurate and systematic manner, log book option is
crucial (Muñuzuri, Cortés and Onieva, L2016.). In log book, information related to roles,
responsibilities and designation can also be written by me.
Spreadsheets:
For this, I used MS Excel in which stored all the information about my performance,
progress and sales analysis, etc. This helps me in storing important information in proper organized
manner. I also filled data regarding the training activities conducted by the McDonald's for
improving my performance and the impact of the same on my performance in the business unit.
Work schedule
This option is very useful to get detailed information about the project and work which will
be accomplished on the daily basis. In addition to this, schedule will also help to maintain the tasks
which are required to be done in an effective manner (Clausen, Burr and Borg, 2014). I make
schedule of my work with the help of this technique. I collect all the information regarding the
processes and projects which I have to handle in the McDonald's. I perform each and every task on
the basis of priority. Along with this, I use sheet for exploring the works which are supposed to be
completed in the appropriate way. Work schedule also help me in order to manage my work
properly in the organisation.
Weekly review schedule
Weekly review schedule is a broad tool which is beneficial to maintain the records and
information related works in an effective manner (Schmitz, Klemke and Specht, 2014). With the
help of this option, data which is undertaken on the regular basis will be get reviewed by me.
Process of review helps me in determining the aspects and decisions which are related to continuity
and changes- of roles, responsibilities along with the jobs of employees. Review process leads me
14

to measure the quality and performance level of workers within the McDonalds.
Diary
With the help of this option, important information can be noted down and in this, they are
present in both the physical and software manner (Shaffer, Alvarez and Bazinet, 2014). This will be
considered by me as an effective tool to manager work with the correct date, month and time. I am
able to handle each and every activity properly of McDonald's with the help of this diary.
P. 3.3 Revising of the initial plan
For accomplishing the objectives, it is important to monitor and control all the processes and
activities. It is also essential to give proper emphasis on the roles and responsibilities performed by
me and my peers (Dragoni, Oh and Hazucha, 2014). This helped me in enhancing my learning and
development skills for the organisation. In context to this, I monitored all the processes and tasks of
initial stage in McDonald's Westfield Stanford City. For monitoring, I use self-evaluations method.
This helps me in knowing about the status of my projects, as well as performance and work
efficiency. Along with this, I keep all the details in records about the tasks, issues occurred during
them, solutions used for resolving, time required for completion, etc. With the help of all these
strategies, I am able to revise my initial plans. At the time of revising, I get to know that some tasks
are still remaining due to some complexities and issues. The plan is not achieved effectively as per
the expectations. It is necessary for me to implement and complete each and every task properly by
solving the issues for achieving the objectives. By making appropriate changes in the remaining
activities, I will able to achieve them appropriately. Tasks which need some changes and more time
to complete are as follows:
Task Date for reviews
Analysing consumer needs
 To analyse needs and demands of
consumer
 To adress the consumer needs quickly
 To suggest better options for sales
promotion
 To deliver the required order
I learnt the skills to enhnace my growth measures
in the business unit however further development
will help in enhnacing business development and
my employability sills as well.
Time managment and speed delivery
 To pioritorise consumer demands
 Handle pressure
 Manage and bulk order
 Balance between qiality and time
Time management skills have been effectively
developed in my working measures however
regular practice and small and agressive
challaneges will help in enhnacing the same.
I will plan to develop the same for 1 more month.
Developing consumer relations
 To analyse consumer needs in an
This skills will be enhnaced in the time period of
30 days.Mentor will expect to adopt effective
15

effective manner
 To deal with consumer issue effectively
 To understand the changing demands of
the buyers
skills and abilities which help employees in their
development and improvement (Gilbert and
Terrell, 2013).
Enhnacing communication skills
 To develop effective interpersoanl skills
 To patiently deal with consumer
complains and resolve the same quickly
 To take consumer feedbacks for
enhnacing repeatetive sales
This is significaant demand of my working
profile as it will demand effective and well
defined growth aspects of the company. It will
demand 1 month of time frame.
P. 3.4 Suggestions for the improvement and review under appropriate supervisor
For improving the above tasks of McDonald's my senior suggests me to follow some
recommendations. This will help me in completing all the activities of the firm as per the
expectations. For this, it is essential to make appropriate changes (Lopatto, Hauser and Bedard,
2014). With the help of proper analysis, I will be able to implement appropriate strategies and
approaches. Along with this, I will conduct SWOT (Strengths, Weaknesses, Opportunities and
threats) analysis. This method will help me in collecting all the information about the areas where I
have been lacking. With the help of training need analysis, I will be able to identify the needs and
expectations of operational functions of McDonald's. This will also aware me about the fields which
are dissatisfying the workers. This will also help me in identifying about the type of training
suitable for meeting the expectations of staff members. Along with this, I will make proper schedule
for the learning and development process so that I can conduct the whole process properly.
For consumer relation task, I have to follow appropriate process. As per this, I have to
identify those employees which are dissatisfied with the job or facing issues. It can be due to
presence of diversities and misunderstandings of changing trends and needs of consumers of
McDonald's Westfield Stratford City. It is essential to increase consumer relations activities for
promoting consumer loyalty and trust for the organization. This will help the business unit in
developing a significant impact on sales and demand of the business. Also it will help me in
effectively enhancing my employability skills.
TASK 4
P.4.1 Monitoring progress against original proposal
In order to determine the quality and performance, process of communication and sales
generation is considered as the most crucial factor. It is beneficial when it takes place in an effective
and proper manner. In addition to this, such process can also be done with respect to various types
of aspects which are related to development of skills and management. In respect to the original
16

proposal, monitoring of own performance will be done(Dragoni, Oh and Hazucha, 2014).
In this context, to carry out the evaluation process of own performance in McDonald's,
appropriate approaches have been used and adopted by me. This step takes place after attending
training and development sessions. With the help of monitoring process, I have explored that
improvements have appeared in my capabilities, skills, abilities and knowledge level. Improvements
in me have emerged with the assistance of training and development sessions. These developments
will help me in future while working in the organisation to attain targets and complete projects in
the company (Treem, Dailey and Leonardi, 2015). With the aid of monitoring process, I will be able
to explore that desired targets and goals are attained by me in an effective manner or not. While
working in the McDonald's, I explored that I am capable to manage and accomplish the work in a
confident manner. I also evaluated that my current knowledge and skills such as communication,
leadership and motivational etc. have been improved and get enhanced.
P.4.2 Quality of own performance
By attending training and development sessions as well as various programs, I have
improved my skills and knowledge level. Through this, I am capable to present new and creative
ideas at McDonald's Westfield Stanford City which are appreciated by supervisors of McDonald's.
In addition to this, in order to resolve the issues, I use problem solving skills in taking right
decisions. With the improvements in my leadership skills, I am now able to guide and lead people in
a right direction. In the crew member's team, I am also able to establish good coordination and
communication process among the team members. Along with this, I also focus to make familiar
with the current tools and techniques which may be beneficial for me in future aspects. By using
technological services in the McDonald's, I am also able to manage time by doing works in the
efficient manner. I also follow all the rules and policies of the organisation in a proper way. With the
improvements in my performance level, I am able to take new responsibilities related to work and
guide the other people (Guthrie, Charles, and Clarke, 2013). In addition to this, effective
communication at the McDonald's is also required by attending training sessions and thus, I am now
able to interact and communicate with colleagues in the effective manner. I also work hard to fulfil
my responsibilities by improving my skills and capabilities in the area of operations. I also explore
that my learning skills has improved that helps in gaining important knowledge of food operation
which is required to improve my work quality and performance level as well (Lopatto, Hauser and
Bedard, 2014).
17

P. 4.3 Analysis of the learning which has taken place during the work experience by using suitable
reflection
To: The management
Subject: regarding personal learning while working in McDonald's Westfield Stanford City.
I have learnt a lot while doing my work as a crew member in McDonald's Westfield Stanford
City. I have learnt about the issues that are occurred in the real world. I have known that it is not
easy to work in a practical world. There are various predictable and unpredictable issues which can
be occurred at the time of achieving objectives.
While working in the firm, I developed communication skills by communicating with
consumers of different age group and mind set with respect to the job. I also developed and
improved my communication and interaction skills while dealing and handling people. Their
perceptions and views aware me about the current scenario and preferences. Along with this, I
developed problem solving skills while handling the issues regarding recruitment and selection
process, training and development as well as employee engagement tasks. On the other hand,
implementation of legislations, regulations and policies informed me about the importance of laws
and legal working in the organisation. Use of ERP developed my technical and aptitude skills. In
addition to it, documentation of all the processes and activities resulted to inform me about its
importance. I came to understand the use of records in future improvement and implementing
appropriate changes. I also improved my time management, work management and strategy
development skills while creating plan for achieving objectives regarding the catering business.
Time to time feedbacks of the supervisor helped me in taking proper decisions for creating effective
and efficient plan for the catering business. Negative feedbacks made me to develop and improve
my skills as well as knowledge whereas positive ones increased my confidence and motivation
level.
Thanks and Regards,
XYZ
Crew member
McDonald's
P. 4.4 Recommendations for enhancing experience
Above portfolio of reflective journal with respect to the learning in McDonald's Westfield
Stratford makes me aware about my improvements. From the above analysis, I come to know that
for better results I have to follow some recommendations. With the help of appropriate decisions
and effective development of skills as well as capabilities, I will be able to achieve my goal of
18

getting good position in the travel and tourism sector. I have developed lots of skills, knowledge
and abilities while working in McDonald's as crew member. But still I need to improve them for
making more effective. I need to follow some recommendations which are explained below as:
 I need to plan and organise all the aspects properly for developing the skills and abilities in
the required and interested area of travel and tourism.
 I should listen actively all the information provided by the supervisors so that I can grasp
important ones and enhance my knowledge.
 I should join training and development sessions for improving my research and analysis
skills.
 I need to read articles, journals, magazines, newspapers, websites, books, etc. for increasing
my knowledge in the field of travel and tourism. With this habit, I will be able to keep
myself updated with the changing time and technologies.
 I should develop presentation skills for communicating my message to the co-workers in an
effective and efficient manner. This will help me in developing good body language, eye
contact and attractive personality.
 I have to focus on short term goals before reaching to the long ones. By achieving short term
objectives, I will be able to develop my skills and this will lead to accomplish my long term
objectives.
 I need to take active participation in role plays, games and other activities for getting
information about the real world problems and solutions for resolving them.
CONCLUSION
With the help of present report, it has been articulated that with the help of training programs
and internship, work and industry experience can be developed in an effective manner. Through this
type of progress, individual can become able to attain their targets and objectives in an effective
manner. In addition to this, the report also explores the important of skills which are required to be
developed in the organisation in order to accomplish tasks. Along with this, it also defines the
importance of practical knowledge in respect to develop the specific skills such as presentation,
problem solving, communication, leadership and employee engagement. It also describes the
importance of systematic storage of information and implementation of monitoring process. From
the study, it has also been explored that learning is not just a formal process because it continues
throughout the stages of life. In respect to the development of individual, it is essentially required to
learn new things and improve skills. The report also describes that internship and training programs
19

are highly effective for both the organisation and interns.
20

APPENDIX
1. Personal Profile
Pilar Garriag Gard
[e-mail]
Objective:
I want to work with a leading and successful organisation by proving my skills, knowledge
and abilities in practical world.
Personal Summary:
I am a well presented, polite and friendly individual who like to build good relations by
providing all the information and accomplishing the given tasks. I am able to work under pressure
alone.
Key Skills:
Customer Service Skills
 Confident,
 Capabel of following procedures and systematic process
 Posses positive attitude and energetic approach.
 Capable of handling complaints and queries of the customers.
Organisational Skills
 Time management skills
 Personal Presentation Skills
 Able to juggle different activities at once
Communication Skills:
 Ability to communicate effectively
 Know about emails and other communication methods
 Answer calls with confidence in professional way.
Computer Skills:
 Full Knowledge of MS-Office.
 Able to use various electronic computer based systems like EPOS
 Great Typing skills
Language Skills
 Spanish- Native
 English
 French
 Italian
Work Experience
 Retail Operative, Primark Westfield Stanford, 2013- Present
 Receptionist, Bass in Law services Advisors, 2010-2011
 Administrative Assistant, ALD automotive, 2006-2010
 Administrative Assistant, Rentaire, 2006-2006
 Receptionist, Virgin Active Health clubs, 2003-2006
Training and Qualification
 Guzman el Bueno- Baccalaureate-2008
 Dreamsoft- Courses of design: 3DMax- 2009; Flash-2010 and Dreamweaver-2010
 BSGS College Leyton-Door Supervisor- Security Industry (passed)-2014
 Waltham Forest Adult Learning Centre- English- 2012-2014
 UK college of Business and Computing- Higher National Diploma in Travel and Tourism-
21

In view
2. Priorities for personal development
 To increase information in travel and tourism sector
 To develop skills of problem solving, team working, decision making and negotiating
 To understand the process of resource allocation, implementation of relevant legislations,
health and safety factors and formation of activities.
 To develop knowledge regarding data protection, time-keeping, policies and procedures.

3. Work Experience proposal form
Date: 10- April-2016
Personal Detail
Name: Pilar Garriag Gard ID: [e-mail]
Phone No. 07450296669
Work Placement Detail
College Name: Higher National Diploma in
Travel and Tourism Management
Name of Organisation: McDonald's Westfield Stanford City
Address: Lower Ground, iFood Court, Westfield Stanford City, London
Telephone No.: 07776203906
Email Id: [e-mail].
Type of Industry: Fast Food Chain
Supervisor: Wayne Philips (Business Manager)
Post at workplace: Crew Member
Work Experience Hours: 9 hours
Days Per week: 3
Start date: 31-5-2016 Finish Date: 2-6-2016
Duties of the Post:
 Customer Services
 Food Preparation
 Cleanliness and Hygiene
4. CV
Pilar Garriga García
Phone [phone]
[e-mail]
PERSONAL SUMMARY
I am a well presented, polite, tactful and friendly individual who is able to combine a polite
manner with
efficiency. I enjoy being part of a team and have a proven track record of building relationships by
providing information and achieving any given task I can also work alone under pressure.
Customer
service is also a strength of mine. I possess an excellent telephone manner and I have the ability to
communicate well with people.
KEY SKILLS
22

CUSTOMER SERVICE SKILLS
 Able to demonstrate a high standard of customer service
 Confident to act on own initiative and problem solve
 Capable of following procedures and systematic processes
 Having a methodical and accurate approach towards customers and colleagues
 Positive attitude, energetic approach and self-motivated
 Capable of influencing the opinions of customers and ensuring that they are satisfied
 Able to handle complaints, queries and help customers in difficult situations
ORGANISATIONAL SKILLS
 Able to effectively prepare & plan for tasks
 Great time management skills
 Personal presentation skills
 Can juggle various tasks at once
COMMUNICATION SKILLS
 I have the ability to communicate effectively with colleagues & customers in any
environment
 Able to answer calls with confidence in a professional manner
 Send emails and use various communication methods
 I have also studied English for two years and am improving my English both written and
spoken
COMPUTER SKILLS
 Advance level in MS-Office (Word, Excel, Outlook and power point), Windows Microsoft,
Mac
 OS, 3DS Max, Dreamweaver and Flash
 Able to use various programs and have great typing skills
 I am able to use different electronic computer based systems such as EPOS
23

 I have the ability to create spreadsheets, logbooks and enter data on the company’s web
based
 systems
LANGUAGE SKILLS
 Spanish - native speaker
 English - very good command / fluent
 French - basic communication skills
 Italian - basic communication skills
WORK EXPERIENCE
Retail Operative, Primark Westfield Stratford, 2013 – Present
Large Retail Outlet chain specializing in clothing & merchandise.
My main tasks are:
 Outstanding customer service
 Working in different departments such as, customer services desk, till point, on the shop
floor
 and nightshift
 Replenishing stock
 Occasionally working at the main door greeting customers
 Making public announcements and assisting the supervisors/managers
 Selected to sell and demonstrate a new promotional product to customers
 Daily recovery of the shop floor at the end of the day
 Received various praise & awards for personal performance
Receptionist, Bass In law Services Advisors, 2010 – 2011
Lawyers, tax and labour Advisors.
My main tasks were
 Responding to customer requests/queries by telephone, e-mail or fax
 Research, analyzing and gathering information
 Assessing and planning the work to be done and drawing up plans
24

 Recording and entering all information and documentation on to the company database
 Answering all incoming calls and transferring them to the right departments
 Outstanding customer service
 Working alone and using initiative
 Assisting the company to design and help develop a website for a promotion using my
 knowledge of specific design software programs
Administrative Assistant, ALD automotive, 2006 – 2010
The company is specialized in operational leasing and fleet management of vehicles. My duties
were:
 Outstanding customer service
 Working as part of the call centre team
 Operational leasing of vehicles
 Personally responding to customers’ needs either face-to-face, by phone e-mail or fax
 I was receiving, dealing, recording and archiving the correspondence or post and entering
 everything on to the company's database
 In the first two years I was part of the maintenance department I was promoted to the
 insurance department
 Receiving inbound calls from customers to generate an incident report on to the system and
 sending them to the concerted garage to repair the vehicles
 Receiving inbound calls from the concerted garages to generate invoices on the company ́ s
 system for repairing or maintenance cost of the vehicleś
 Sending the pertinent incident reports to the lawyers that were needed to assist and represent
 the customers in case an incident needed this process
Administrative Assistant, Rentaire, 2006 – 2006
Company specialized in the rental of construction machinery. The main responsibilities were:
25

 Receiving and managing all calls from customers
 Recording the orders and queries on to the company database
 Generating invoices for the customers with cost of the transport and machinery rented.
 Claiming pending payments via telephone and sending out letters for unpaid invoices
 Filing
 Sending all outgoing post
General Customer ServiceReceptionist, Virgin Active Health clubs, 2003 – 2006
Large company offering fitness customer service my main duties were:
 Processing service requests, promptly and personally
 Responding to customer requests/queries by telephone, e-mail or fax
 Responsible for monitoring the inputs and outputs of office materials and assets associated
 with the club
 Developing, and compiling listings to report to the departments, maintaining the database
and
 handling correspondence both incoming and outgoing and recording the relevant or needed
 information on to the system
 Greeting and assisting members on a daily basis
 Effectively promoting the products and services for the business
 Creating all membership cards for new members
 Outstanding customer service
 Taking payments through the terminals and company system at reception for products, new
and unpaid monthly member subscriptions or any other service
TRAINING & QUALIFICATIONS
 Guzman el Bueno - Baccalaureate - 2008
 Dreamsoft – Courses of design: 3DMax - 2009; Flash - 2010: Dreamweaver - 2010
 BSGS College Leyton - Door Supervisor - Security Industry (passed) 13/02/2014
26

 Waltham Forest Adult Learning Centre - English – 2012 - 2014
 Uk College of Business and Computing – Higher National Diploma in Travel and Tourism –
In view
REFERENCES - Available on request
5. Cover Letter
I am a student from The UK College of Business and Compu ሰ ng. I am currently studying a
Higher National Diploma in
Travel and Tourism Management. As part of the comple ሰ on of my course i am required to carry
out relevant work
experience. I am looking for a placement in a well known successful organisa ሰ on and I am hoping
that you are able to
offer me a posi ሰ on within your company.
One of the reasons why I would like to complete my placement at the Landmark London is
that I have researched and
gathered the informa ሰ on and found that the customer ́ s experiences are very satisfying. In
additional being a people
person I would love the opportunity to work in such a big company such as yours and am very
interested in gaining new
skills and taking on a new challenge. I have chosen your hotel as I have a passion to work in such
a vibrant fast paced
environment and feel it is the perfect posi ሰ on to match my skills.
I am a very enthusias ሰ c and dedicated individual and have worked in this field previously I
have 11 years work experience
as an administrative assistant, recep ሰ onist and have worked in different customer service
roles in large
organizations responsible for handling all calls and visitors in addition to providing
extensive organizational and
administrative support.
I can work well under pressure and whilst in the workplace and I like to learn as much as
possible about the
company I work for to ensure I deliver the highest level of professionalism and become a valuable
information resource.
One of my particular strengths are organisa ሰ onal skills I am able to effectively prepare and
plan any task to help manage
workloads or high paced environments, I utilise technology to assist me whenever or wherever
possible and find it easy to
use both Microsoft Windows & Apple Mac OS X. I have great problem solving and customer
service skills as I have also
worked in customer service roles so have the ability to maintain customer satisfaction and get the
job done.
27

I am available to start the placement from today until 7th June 2016 for any duration of
weeks during this period. I am
available to do the work placement every weekend as i am studying and working part time Monday
to Friday. By doing
this placement i want to achieve a better understanding of the company requirements and what the
job entails. I also love
to work with people and am a very organised and focused person and i believe this role can help
me improve my skills in
all areas.
Please, find my C.V. attached.
I look forward to hearing from you.
Kind regards,
Pilar Garriga Garcia
6. Job Confirmation Letter
Date: 18 April 2016
McDonald's
Lower Ground,
iFood Court,
Westfield Stanford City,
London.
Dear Pilar,
Thank You for showing your intresest in joining our team here at McDonald's Westfiled
Stanford.
We have received your application for gaining work experience and we are delighted that
you are intreseted in working with us.
We appreciate the time and efforts that you have taken to send this through to us. We have a
position for placement in customer service department. It is a full time job and you have to attend
customers, preparing food and keeping the environment hygiene and maintaining cleanliness. We
have selected for this postion.
Thanks and Regards,
Wayne Philips (Business Manager)
8. Individual Plan
(this needs to be changed as THE POSITION IN THE WORK EXPERIENCE IS CREW
MEMBER IN MCDONALDS THERE IS NO HR DEPARMENT IN THE RESTAURANT,
IT IS JUST A FAST FOOD RESTAURANT,
http://www.mcdonalds.co.uk/ukhome/whatmakesmcdonalds/quest
ions/work-with-us/jobs/what-is-the-job-description-of-a-crew-
member.html)
28

Schedule of task Date for reviews Input from supervisor
Job Analysis
 Selection of different
positions.
 Designing roles and
responsibilities.
 Development of job
description and person
specification.
(Stephenson and Yorke,
2013)
For this I will need 7 days
so that I can analyse each
and every position
properly.
My supervisor will expect to conduct
proper analysis and research for
selecting the job positions. He/she
will require me to develop all those
skills, abilities and information with
the help of which I can conduct
effective Job analysis
Recruitment of employees
 Hiring of talented and
skilled candidates for
the selected different
positions.
 Selection of appropriate
interview type for
understanding the
knowledge and skills of
individuals.
 Advertisement of job
vacancies.
 Deciding venue, time
and data for interview.
 Documentation for the
selected intelligent,
eligible and deserving
person (Meekel and
Jenkins, 2013)
For this, I will need 5
days. In this time period, I
will able to do each and
every activity step by step
in an effective and
appropriate manner.
Mentor will expect to hire qualified,
experienced and talented candidates
who can help in achieving objectives
of my business. Along with this,
he/she will need me to hire right
person for right place at the right time
without any discrimination and
inequality.
Training and development
 To understand training
needs of the workers.
 To develop appropriate
training sessions.
 Evaluation of
improvement in skills
of the employees
(Savery, 2015)
For this, I will need 3
days. In this time period,
employees will be able to
develop new skills
Mentor will expect to adopt effective
skills and abilities which help
employees in their development and
improvement (Gilbert and Terrell,
2013).
Implementation of proper
tools and techniques for the
imprioving work and product
efficiency
Here I will need 2 days for
the proper allocation of all
the required resources.
Supervisor will want to select
appropriate resources after proper
analysis and implementation of latest
technique for the proper time and
29

 Proper Cooling system
for the storage of food
items.
 Shelves for displaying
food items.
 Tools and techniques
for handling work
properly (McMillan,
2013)
work management.
Transportation Facilitates
 Availability of vehicles
for home delivery of
food items ordered by
the customers
 Transporting food
products from one store
to another (Dane,
2013)
Here, I will require 1day
to review this activity.
Mentor will expect to choose
appropriate vehicle such as bike,
scooter, etc. which can be used for
home delivery and transporting food
products (Gruenewald and Smith,
2014).
Employee Engagement
 Use of motivational
theories.
 Implementation of
reward systems.
 Proper business policies
and practices.
 Informal meetings for
increasing interaction
(O'Grady, 2014).
I will need 3days for
achieving this objectives
and reviewing the activity.
Mentor will expect to increase the
productivity, sales and number of
customers with the help of quality
performance.
9. Student Log Book
Date Activities Review
31/05/16 Customer Service Get positive feedback from the
customers
01/06/16 Employee Engagement Maintain relationship with the higher
authorities and colleagues
02/06/16 Training and Development Achieved and completed
10. Individual Plan
(this needs to be changed as THE POSITION IN THE WORK EXPERIENCE IS CREW
MEMBER IN MCDONALDS THERE IS NO HR DEPARMENT IN THE RESTAURANT,
IT IS JUST A FAST FOOD RESTAURANT,
http://www.mcdonalds.co.uk/ukhome/whatmakesmcdonalds/quest
ions/work-with-us/jobs/what-is-the-job-description-of-a-crew-
member.html)
Task Date for Review
30

Training and Development
 Collection of information with respect to
training needs.
 Conducting Training need analysis.
 Developing Training module.
 Selection of appropriate training type.
 Appointing trainer.
 Evaluation of performance after training
(Ramirez, Bulitko and Spetch, 2013).
It will need 3 days for the review of overall
activity.
Recruitment and Selection
 Approval of higher authorities for
conducting recruitment.
 Advertisement about the vacancy.
 Written test for knowing cooking
knowledge.
 Formation of Interview Panel.
 Organizing interview.
 Appointment of candidate (Grossman
and Chester, 2013).
This will require 4 days for review
Employee Engagement
 Identification of those employees who
are feeling dissatisfied.
 Determination of solutions for their
issues (Treem, Dailey and Leonardi,
2015).
 Deciding alternatives for increasing
employee engagement and motivation
level.
 Implementation of the best suitable
motivational technique.
 Conducting various activities such as
role play, case studies, parties, team
meeting and many more (Guthrie,
Charles and Clarke, 2013).
This will need 2 days for review.
Reflection
While working in the organisation, I learnt about the food industry. I also developed various
skills and abilities which include team management, communication, decision making, problem
solving, etc skills. It helped me in developing my career properly so that I can get better
opportunities in the future. While dealing with the customers, I come to know about their
perception, preferences, etc. I handled their complaints by replying them with politeness and
listening their complaints actively. On the other hand, I maintain good relation with my supervisor
and get positive feedbacks.
31

32

REFERENCES
Books and Journals
Clausen, T., Burr, H. and Borg, V., 2014. Does Affective Organizational Commitment and
Experience of Meaning at Work Predict Long-Term Sickness Absence? An Analysis of
Register-Based Outcomes Using Pooled Data on 61,302 Observations in Four Occupational
Groups. Journal of Occupational and Environmental Medicine. 56(2). pp.129-135.
Dane, E., 2013. Things seen and unseen: Investigating experience-based qualities of attention in a
dynamic work setting. Organization studies. 34(1). pp.45-78.
Dong, Y., Seo, M. G. and Bartol, K. M., 2014. No pain, no gain: An affect-based model of
developmental job experience and the buffering effects of emotional intelligence. Academy
of Management Journal. 57(4). pp.1056-1077.
Dragoni, L., Oh, I. S. and Hazucha, J., 2014. Developing leaders’ strategic thinking through global
work experience: The moderating role of cultural distance. Journal of Applied Psychology.
99(5). pp.867.
Estache, A., Foster, V. and Wodon, Q., 2013. Maling Infrastructure Reform Work for the Poor:
Policy Options Based on Latin America's Experience. ULB Institutional Repository. 43979.
Gilbert, N. and Terrell, P., 2013. Dimensions of social welfare policy. Pearson Higher Ed.
Gould, P. R., Lee, Y. and Bronstein, L., 2015. Impact of a collaborative interprofessional learning
experience upon medical and social work students in geriatric health care. Journal of
interprofessional care. 29(4). pp.372-373.
Grossman, H. Y. and Chester, N. L., 2013. The experience and meaning of work in women's lives.
Psychology Press.
Gruenewald, D. A. and Smith, G. A., 2014. Place-based education in the global age: Local
diversity. Routledge.
Guthrie, G. J., Charles, K. A. and Clarke, S.J., 2013. The systemic inflammation-based neutrophil–
lymphocyte ratio: experience in patients with cancer. Critical reviews in
oncology/hematology. 88(1). pp.218-230.
Helyer, R. and Lee, D., 2014. The role of work experience in the future employability of higher
education graduates. Higher Education Quarterly. 68(3). pp.348-372.
Kerekes, J., 2016. Research based experience in the development of early number sense in early
childhood classrooms in New York City. Gradus. 3(1). pp.134-141.
Kolodner, J. L. and Riesbeck, C. K., 2014. Experience, memory, and reasoning. Psychology Press.
33

Lindgren, M., Packendorff, J. and Sergi, V., 2014. Thrilled by the discourse, suffering through the
experience: Emotions in project-based work. Human relations. pp.0018726713520022.
Lopatto, D., Hauser, C. and Bedard, J. E., 2014. A central support system can facilitate
implementation and sustainability of a classroom-based undergraduate research experience
(CURE) in genomics. CBE-Life Sciences Education. 13(4). pp.711-723.
McMillan, D. C., 2013. The systemic inflammation-based Glasgow Prognostic Score: a decade of
experience in patients with cancer. Cancer treatment reviews. 39(5). pp.534-540.
Meekel, S. and Jenkins, J., 2013. Work placement as an effective learning experience for
undergraduate students; work based learning and professional competencies, a reflection by
case study. In Proceedings of the 49th ASC Annual International Conference, Associated
Schools of Construction, USA.
Muñuzuri, J., Cortés, P. and Onieva, L., 2016. Teaching Heuristic Methods to Industrial Engineers:
A Problem-Based Experience. INFORMS Transactions on Education. 16(2). pp.60-67.
Natale, A., Arcidiacono, C. and Di Martino, S., 2013. From" Gomorrah Domain" to" Don Peppe
Diana Lands". A Southern Italian Experience of Work-Based Liberation, Community
Networking, and Well Being. Universitas Psychologica. 12(4). pp.1039-1049.
O'Grady, C. R., 2014. Integrating service learning and multicultural education in colleges and
universities. Routledge.
Ramirez, A. J., Bulitko, V. and Spetch, M., 2013, November. Evaluating Planning-Based Experience
Managers for Agency and Fun in Text-Based Interactive Narrative. In AIIDE.
Savery, J. R., 2015. Overview of problem-based learning: Definitions and distinctions. Essential
Readings in Problem-Based Learning: Exploring and Extending the Legacy of Howard S.
Barrows. pp.5-15.
Schmitz, B., Klemke, R. and Specht, M., 2014. The impact of coupled games on the learning
experience of learners at-risk: An empirical study. Pervasive and Mobile Computing. 14.
pp.57-65.
Shaffer, C. D., Alvarez, C. J. and Bazinet, C., 2014. A course-based research experience: how
benefits change with increased investment in instructional time. CBE-Life Sciences
Education. 13(1). pp.111-130.
Stephenson, J. and Yorke, M., 2013. Capability and quality in higher education. Routledge.
Sue, D. W., Jackson, K. F. and Rasheed, J. M., 2016. Multicultural Social Work Practice: A
Competency-Based Approach to Diversity and Social Justice. John Wiley & Sons.
34

Treem, J. W., Dailey, S. L. and Leonardi, P. M., 2015. Bringing Technological Frames to Work:
How Previous Experience with Social Media Shapes the Technology's Meaning in an
Organization. Journal of Communication. 65(2). pp.396-422.
Wang, P. S., Beck, A. L. and Kessler, R. C., 2014. Effects of major depression on moment-in-time
work performance. American Journal of Psychiatry.
Warren, F. C., Abel, G. and Campbell, J. L., 2015. Characteristics of service users and provider
organisations associated with experience of out of hours general practitioner care in
England: population based cross sectional postal questionnaire survey. Bmj. 350, pp.h2040.
Online
BRITISH AIRWAYS PLC Company Information. 2015. [Online]. Available through:
<http://www.hoovers.com/company-information/cs/company-
profile.british_airways_plc.928eb1e2e869dc06.html>. [Accessed on 20th May 2016].
Landmark Hotel company profile. 2016. [Online]. Available through:
<http://www.landmarkhotelgroup.com/pages/company_profile.php#>. [Accessed on 20th
May 2016].
Time Management. 2013. [Online]. Available Through: <https://student.unsw.edu.au/time-
management>. [Accessed on 20th May 2016]
Why choose Jurys Inn?. 2015. [Online]. Available through: <https://www.jurysinns.com/about_us>.
[Accessed on 20th May 2016].
35