Self-Assessment for Waiting Staff Job at Premier Inn

This report discusses a self-assessment of a student’s skills and competencies in relation to a job as a waiting staff member at the Premier Inn hotel chain. The report provides an introduction and overview of the organization, an investigation into the skills and competencies expected by the employer for the waiting staff job, and an evaluation of the benefits and importance of undertaking ongoing professional and personal development. The report identifies key skills and competencies required for the job, including good command of English and other international languages, the ability to remain calm in confrontational and busy environments, good communication and customer service skills, and the ability to work effectively in a team. The report also discusses the benefits of personal and professional development for enhancing career prospects.

Running head: SELF ASSESSMENT
Self assessment
Name of the Student
Name of the University
Author Note

1SELF ASSESSMENT
Part A: Case Study Report
 An introduction and overview of the organization you have chosen
The travel and tourism industry is considered to be a highly crucial industry of UK when
it comes to economic growth. The hospitality industry is considered to be a significant part of
the tourism industry and with gradually increasing number of travelers in UK, the workforce
of the Hospitality industry of the nation is increasing significantly. The organization that I
want to work in is the Premier Inn. The Premier Inn organization is currently the largest
international hotel chain in UK. Apart from UK, the mentioned hotel chain operates in a
good number of locations that includes suburbs, city centers as well as airports and give
tough competition to Ibis and Travelodge hotels. The hotel chain possesses approximately
72000 rooms and 785 hotels worldwide. Currently the organization is in its growth phase and
is planning to expand its business in different parts of the world. Apart room the premier Inn
hotel chain, the organization has also incorporated the hub hotel chain which provides the
consumers with a small but high technology equipped rooms at a cheap price. The chief
consumers of the organization include elite class and higher middle class resident of the
nation.
 An investigation into the skills and competences expected by the employer for waiting
staff job in the Premier Inn Hotel chain
I have selected “waiter’ or “waiting staff as the job profile I want to pursue in any of the
Premier Inn hotel in UK. According to researchers, the job of a waiting staff is often
considered to the first port-in-call in the hospitality industry. This makes the job profile to be
highly crucial within the workings of the company. Waiters are the link between the

2SELF ASSESSMENT
management and the company as well as between the consumers and the kitchen. When it
comes to the premier inn hotel, the management of the mentioned hotel considers its quality
of services to be the most crucial part of its reputation. The skills and competencies expected
from the candidates applying for the job role of waiting staffs by the management of the
mentioned organization are as follows:
 A good command in the English language along with at least three international
languages
 The ability to stay level-headed and calm in a confrontational and busy
environment
 Good communication as well as consumer service skills
 The ability to work in an effective way in the team
Some of the major responsibilities of my chosen profession are as follows:
 Setting up the restaurant area long with memorizing any special day
 Lead consumers to their sits
 Take food and drink orders
 Take out the ordered food to the consumers and ensuring everything is
satisfactory
 Develop efficiency in delivering style of wine and special dishes
 Set up table for a special occasion and decorate the table keeping accordance to
the type of occasion to be celebrated.
 An Evaluation of the benefits and importance of undertaking ongoing professional
and personal development and how it can enhance career prospects

3SELF ASSESSMENT
The chief aim of professional as well as personal development is to help an individual for
managing his or her own learning and growth throughout the career. According to Ratka (2018),
it is crucial for an individual to undertake professional and personal development in order to
ensure that the skills and knowledge is up to date with the current needs of his or her
organization, this in turn enables a individual to continue working in a safely, effectively and
legally. Amongst a good number of benefits of undertaking personal and professional
development, in the following paragraph, the 6 chore benefits of a personal development plan
has been discussed.
Personal developments initiates with self awareness. It helps a person to identify his/her
values, beliefs along with purpose they want to pursue. Secondly, a personal development plan
provides an individual with a sense of direction. Once self awareness is raised the person can get
a clearer vision f what he/she wants to achieve inn his/her life. The third benefit of the personal
and professional development plan is an improved focus and effectiveness. Other two major
benefits of the mentioned plan include more motivation, greater resilience and more fulfilling
relationships.
 A review of the range of different learning theories and approaches used for personal and
professional development.
According to researchers, a good number of learning theories and approaches has been
developed for examining the process involved in learning. Majority of the learning theories
concentrate on the significance of the method by which the learning is delivered. When it comes
to learning methods, there prevail two types of learning methods namely formal learning method
and informal learning method. The three major learning approaches include the behaviorist

4SELF ASSESSMENT
approach, the cognitive approach and the humanist approach. The behaviorist approach I
concerned with learners who are responding to some form of stimuli. The cognitive approach is
based on knowledge retention and the humanist approach is based on explanations of individual
experience. Two major theories associated with professional and personal learning are social
learning theory, Behaviorist theories and cognitive theories. According to the Social Learning
Theory, people can learn both directly and indirectly, by observing others.
 A critical evaluation of your own abilities, skills and competences for one of the job roles
in the organization, using at least two self-evaluation models to undertake an audit of
your hard and soft skills
Considering the fact that I aspire to be a waiting staff at the premier inn organization, it is
highly crucial for me to critically evaluate my own abilities skills and competencies. With the
help of the European Business Excellence Model and the balanced scorecard model I have
evaluate my own abilities skills and competences. As an individual, two of my skills include
efficiency to work as a team, persistency and high patience level. However, I need to work on
developing my cleanliness, communication skills and ability to resolve conflict and persuasive
power.
My job carrier as a Waitress
Name Cristina Saianu
Work experience 6 months in XYZ restaurant
Job role Waitress
Number of places I have worked in 1
My strengths efficiency to work as a team, persistency and high

5SELF ASSESSMENT
patience level
My weaknesses cleanliness, communication skills and ability to
resolve conflict, multitasking skills and good
memory
 Consideration of the best development approaches to enhance your own professional and
personal development.
In order to enhance my own personal as well as professional development, I have taken the
following development approaches.
1. Developing a learning mindset: I always involve learning about the profession I would
like to work for.
2. Examining my decisions: Before crucial decision making, I always examine all the
potential consequences of my decision.
3. Reading regularly: reading is a highly crucial
4. Writing regularly
5. Attending training programs
6. Developing self awareness
7. Gathering feedback
Part B: Development plan
Long term goals To be an efficient waitress in the Premier In Hotel
Short term goals  To enhance my communication skills

6SELF ASSESSMENT
 To develop cleanliness
 To develop the ability to resolve conflicts
 To develop multitasking skills
 To develop good memory
goal objective Steps followed/
Resources required
Learning and
development
Theory
Monitoring
techniques
Duration
Developing and
using
communication skills
while dealing with
the consumers
1. To
understa
nd the
expectat
ions of
the
consum
ers
2. To
commu
nicate
with
them
effortles
sly and
effectiv
ely
1. Training
for
enhancing
my ability
to speak in
at least 3
language
fluently
2. Copies of
menu,
drinks list,
function
planner and
other
promotiona
l materials
3. The guest
According to
self
determination
theory,
communication
skills are
highly required
in both
personal as
well as
professional
life of an
individual
(Kagitcibasi
2017).
Effective
verbal as well
as written
I will ask my
colleagues,
consumers as
well as my
superiors for
providing me
with feedback on
a monthly basis
2 months

7SELF ASSESSMENT
3. To
address
any
issue
faced by
the
consum
ers
specific
ally and
thus
retain
consum
er
satisfact
ion
and service
policies and
procedures
of the
Premier Inn
hotel
4. Guest
services
resources,
articles,
handouts
and
journals
communication
skill helps an
individual to
deliver as well
as understand
information
accurately as
well as rapidly.
To develop
multitasking skills
1. To work
efficient
ly on a
busy
day
2. To
develop
1. On job
training for
enhancing
the
multitaskin
g skills
2. Online
In this era of
high
competition, it
is highly
crucial for each
and every
employee to
get a huge
I will conduct
self monitoring
by checking the
number of
consumers I have
served within a
time period.
2 months

8SELF ASSESSMENT
the
ability
serve a
greater
number
of
guests
within a
limited
amount
of time
simulation
in order to
enhance the
multitaskin
g skills
3. Pen and
paper pad
in order to
prepare a
to-do list.
number of
inevitable tasks
accomplished
within a highly
limited set of
working time.
The
multitasking
skill of an
employee
enables the
same to handle
various kinds
of tasks within
a limited time
(Ryan and
Deci 2017).
To develop god
memorizing power
1. To
rememb
er the
orders
given
by each
and
every
1. I will
incorporate
memory
games in
my
schedule
2. I will
maintain a
According to
Woods, N. and
Siponen
(2018), a good
memory has
the potential to
diminish the
stress level of
an employee
1. For
monitori
ng the
develop
ment of
my
memori
zing
2 months

9SELF ASSESSMENT
guests
2. To
maintai
n
accurac
y of the
orders
given
by the
guests
3. To
rememb
er as
well as
impose
the
knowled
ge
develop
ed for
food
and
beverag
brain-
boosting
diet
3. I will
incorporate
meditation
for
enhancing
my
memory.
and thus act as
a method of
career
improvement.
Increasing the
memory level
of an
individual also
helps the same
to enhance his
or her quality
of life (Ford
and Sturman
2018).
power, I
will
maintai
n a
diary.
I will also use
performance
monitoring tool
in order to check
mu memory
development.

10SELF ASSESSMENT
e
preparat
ion
4. To
rememb
er and
implem
ent the
knowled
ge for
memori
zing
menu
and
pricing
To develop the
ability to resolve
conflict
1. To
understa
nd the
perspect
ive of
both the
parties
involve
1. Effective
understandi
ng abilities
(Jacob et al.
2017)
2. On job
training
3. No physical
Conflict
management
can be defined
as the process
of limiting the
negative
aspects of
conflict while
enhancing the
1. I will
ask my
colleges
as well
as
supervis
ors to
provide
2 months

11SELF ASSESSMENT
d in the
conflict.
2. To
ensure a
conflict
free
work
environ
ment
(Bowie,
D.,
Buttle,
Brookes
and
Mariuss
en
2016)
3. To
ensure
consum
er
satisfact
ion
resources
are required
positive
aspects of the
conflict
(Maranges and
Baumeister
2016).
Management is
a highly crucial
factor that
helps the
management of
an organization
to maintain a
work friendly
environment.
me with
the
feedbac
k.

12SELF ASSESSMENT
Part C: Job description and Written Reflection
Job description of Waitress in the Premier Inn organization
Job brief
We are looking for skilled waiters and waitresses in order to take orders along with
delivering food as well as beverages to our consumers and uplift the dining experience of the
consumers. The chief qualities that we are looking for include patience, personality as well as
perseverance for thriving in the mentioned role. The chief roles of a waiter/ waitress in our
organizations are as follows:
1. Take consumer orders and deliver food and beverages to them
2. Make menu recommendations, answer the questions of the consumers along with sharing
additional information about restaurant patrons with them
3. Provision of excellent wait service for ensuring consumer satisfaction
The chief responsibilities of the waiter/waitress are as follows:
1. Greeting as well as escorting consumers to their tables
2. Providing the menu as well as detailed information whenever asked by the consumers
3. Preparing the tables by setting up the silverware, linens as well as glasses
4. Informing the consumers about the special offers and cuisine of the day
5. Offering recommendations if requested
6. Maintaining accuracy while taking food and drinks order, using a POS ordering software
or order slips by memorization

13SELF ASSESSMENT
Requirements
1. Work experience of at least 6 months as a waiter or waitress
2. Hands-on experience with cash register and ordering information system
3. Basic skills in mathematics
4. Excellent presentation skills
5. Attentiveness as well as patience
6. Active listening and effective communication skills
7. Strong organizational and multitasking skills, with the ability to perform well in a fast-
paced environment
8. High team spirit
Reflection of the interview and my performance
In order to get selected as a waitress in the Premier Inn hotel, a mock interview had been
conducted by my professor. The chief purpose of the mock interview is to make me ready for the
actual interview at Premier Inn Hotel. The interview was conducted in the classroom and was a
one-to-one interview. I was greeted politely and was asked to take sit. The first question included
why I have selected the job role of a waitress in the hospitality industry. In order to answer the
question I stated that for being an efficient waitress it is very crucial to possess patience,
understanding power and communication skill to effectively deal with the consumers. I believe
that I possess the above mentioned qualities and hence for me the job profile of a waitress is opt.
The next question that was asked to me includes “What is your experience with customer service
and how does that relate to this position?” In response to the question, I stated my work

14SELF ASSESSMENT
experience and also added how I gradually developed the efficiency to become an efficient
waiter in my previous restaurants.
I described my interviewee about how I used to listen to all the requirements of my
consumers and clearly note them down in order to avoid any kind of mistakes. Not only this, I
also mentioned my capability to work as a team and how I try to maintain the team unity as a
team member even in critical situations. The third question that I was asked includes what are
my strengths and weaknesses as per my opinion. To this question, I answered that as per my
opinion, my chief strengths includes efficiency to work as a team, persistency and high patience
level. While taking orders, I mindfully listen to the orders given by the consumers. In case of
consumers who are not sure of which cuisines to try, I try to give the best suggestion possible.
When it comes to my weaknesses, one of my major weaknesses includes lack of communication
skills. For instance, once a French guest had paid visit in our restaurant. I was been asked to look
after him. Due to lack of knowledge about the French language, I was unable to understand his
exact requirements. Hence I faced high difficulty to tackle the situation and as a result of this,
and the consumer was clearly not satisfied with my service. Another weakness I need to
eliminate is lack of m multitasking skills. In spite of the fact that till now I have not faced any
major issues associated with the issue, I am currently working on both the issues in order to
eradicate them in near future.

15SELF ASSESSMENT
Reference list
Bowie, D., Buttle, F., Brookes, M. and Mariussen, A., 2016. Hospitality marketing. Routledge.
Ford, R.C. and Sturman, M.C., 2018. Managing Hospitality Organizations: Achieving
Excellence in the Guest Experience. SAGE Publications.
Jacob, M., Scavone, J., Hoffman, S.L., Shoemaker, S., Hausbeck, M. and Liebman, A., 2017.
Premier: The Magazine of the UNLV Harrah College of Hospitality.
Kagitcibasi, C., 2017. Family, self, and human development across cultures: Theory and
applications. Routledge.
Maranges, H.M. and Baumeister, R.F., 2016. Self-control and ego depletion. Handbook of Self-
Regulation: Research, Theory, and Applications, pp.42-61.
Ratka, A., 2018. Empathy and the Development of Affective Skills. American journal of
pharmaceutical education, 82(10), pp.7192.
Ryan, R.M. and Deci, E.L., 2017. Self-determination theory: Basic psychological needs in
motivation, development, and wellness. Guilford Publications.
Woods, N. and Siponen, M., 2018. Too many passwords? How understanding our memory can
increase password memorability. International Journal of Human-Computer Studies, 111, pp.36-
48.