Work Based Experience Report: Hilton Hotel Performance Analysis

This report details a student's work-based experience at the Hilton Hotel, focusing on the role of a waiter. It begins with an introduction to work-based experience and the Hilton Hotel's operations within the travel and tourism industry. Task 1 covers research and evaluation of the hotel, negotiation of work experience proposals, and recognition of business constraints. Task 2 prioritizes waiter responsibilities, proposes a work experience plan, and outlines benefits for both the business and the learner. Task 3 focuses on specified requirements, record-keeping, plan revisions, and suggestions for improvement. Task 4 assesses performance against the original proposal and offers recommendations. The report emphasizes the development of professional skills, understanding of customer needs, and the application of theoretical knowledge in a practical setting. It highlights the importance of communication, multitasking, and problem-solving within the hospitality sector.

Work Based Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Research and evaluation done by Hilton hotel in order to provide travel and tourism
industry experience.....................................................................................................................1
1.2 Negotiation with academic and work supervisors for proposal of work experience............2
1.3 Recognizing business constraints on the work experience offered.......................................3
TASK 2............................................................................................................................................3
2.1 Prioritizing the responsibilities and tasks which are involved in work experience as a
waiter at Hilton hotel...................................................................................................................3
2.2 Plan for work experience at Hilton hotel..............................................................................4
2.3 Benefits of the proposed activities to the business and the learner.......................................5
TASK 3............................................................................................................................................6
3.1 Specified requirements of placement conforming to all related codes of practice...............6
3.2 Systematic records of work undertaken................................................................................7
3.3 Revising initial plan..............................................................................................................8
3.4 Suggestions for improvement and reviewing these with appropriate supervisor.................8
TASK 4............................................................................................................................................9
4.1 Monitoring against original proposal produced....................................................................9
4.2 Quality of own performance...............................................................................................10
4.4 Recommendations on how the experience could have been enhanced using management
report.........................................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Work based experience can be determined as process in which management aims at
understanding the knowledge which employees possess related to work (Stephenson and Yorke,
2013). When employees performs their roles and responsibility for a certain period of time, then
they get to develop their knowledge and understanding towards the work they perform. Further,
it also for the organization to determine the future growth. Present report is about Hilton Hotel
which well known for its luxury services (Hilton hotel, 2016). Moreover, it aims at providing
their customers with high quality services that also at affordable price. This report covers
evaluation of cited firm which provides industrial experience. Further, it covers the benefits of
proposed activities to business and the learner. Moreover, it covers evaluation of own
performance in order to make improvement in the tasks provided (Wang, Beck and Kessler,
2014). Lastly, it also includes learning which has taken place during work experience using
suitable reflections.
TASK 1
1.1 Research and evaluation done by Hilton hotel in order to provide travel and tourism industry
experience
There are different type of organizations which are included in travel and tourism sector.
These firm are helpful in order to perform all the activities which are included in this sector. In
this context, it includes food sector, accommodation, travel agencies and tour operations
(Locock, Robert and Pearcey, 2014). With this respect, accommodation is one of the main
important areas which supports the travel and tourism sector. There are different areas in which
candidates can perform their job at different positions. This includes operator, front office
receptionist, chief, reservation in-charge, concierge department, etc. All the above given business
is associated with hospitality sector and provides opportunities for work based experience. There
are organizations like IHG, Rosewood, Hilton hotel which are UK face firms (Schmitz, Klemke
and Specht, 2014). In addition to this, food sector also falls under travel and tourism sector in
which people who have experience in food preparation are called by these organizations. Firms
which are associate which this services are Subway, McDonald, Costa coffee, Starbucks, etc.
There are different profile through which people can gain experience, it includes profile
like accountant, hosting, cashier, Waitress/waiter, etc. Further, there are many other jobs through
which one can gain experience and in includes travel agent, handling customers, tour operator,
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tourist guide, etc (Gruenewald and Smith, 2014). In addition to this, there are many other
business through which can be adopted by people in order to gain knowledge and experience
(Custódio and Metzger, 2014). Moreover, travel and tourism is a sector which contributes
effectively towards the growth of the country and in most of the counties the rate of travel and
tourism is increasing drastically.
1.2 Negotiation with academic and work supervisors for proposal of work experience
To support people through negotiation is very essential as it helps to communicate
experience related to work to individuals. Below given are the proposal:
College College of UK
Employer's name Hilton Hotel
Business's name Hospitality
Supervisor's name _______________
Title of position Waiter
Role and responsibilities at Hilton Hotel
There are many roles and responsibilities which as a waiter I need to perform. In this
context, it includes taking order preparing table and serving food. Further, it is my responsibility
to understand customers needs and provided them services accordingly (Cottrill, Pereira and
Zegras 2013). Moreover, it is important for me to make customers comfortable during their meal.
In addition to this, when customers enter the hotel, it is important for me to greet them and to
lead them towards the table on which they will have their meal. Further, all the type of dishes
which are been provided need to be conveyed to customers so that they can select. Moreover, it
is essential for me to focus on making sure that I ensure that customers are satisfied with the
quality of service (Treem, Dailey and Leonardi, 2015). This is one of the process through which
service users are facilitated.
Benefits of work
Being a waiter, there are many things which has enhanced my understanding towards
table management, fulfilling orders and handling many customers at same time. In order to
provide customers with high quality services, it is important for me to have effective interaction
with other waiters, chef and junior chef in order to convey order which are required by customers
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(Koenigsberger and Tlusty, 2016). This is very helpful to develop a strong understanding with
co-workers. In addition to this, one of the main benefit which I get through interaction with
customers is effective communication. Most importantly, it develops high level of confidence to
develop leadership skills.
1.3 Recognizing business constraints on the work experience offered
There are different type of constraints at diverse set of businesses, among which in travel
and tourism sector also have such constraints (O'Grady, 2014). The visitors at hotel is not
constant and the rate of visitors increase according to season and it includes Christmas, summer
holidays, etc. On the other hand, during off seasons, the number of visitors are less and the
amount of learning is also less. With the seasonal change the learning in all the areas in a hotel
will be less whether it may be accommodation sector or food sector. Main aim of travel and
tourism sector is to understand the needs and requirement of customers and accordingly services
should be developed with the help of which customers can be satisfied and cultural norms also
need to focused so that further, in Hilton hotel, there is website in which customers can make
complaints related with the issues which are faced by them (Osaki and Nishikawa, 2015).
Further, cited firm make use of social media through which they have interaction with customers
and identify the needs and requirements of service users. Further, there are cases in which during
off-season the amount of learning is very low. Another constraints which is involved in tourism
is safety and security. This affects the experience and knowledge of travellers (Kidd, Kennyand
McKinstry, 2014). Hilton hotel deals with international as well as domestic tourism in which
they focus on providing their customers with safe environment.
TASK 2
2.1 Prioritizing the responsibilities and tasks which are involved in work experience as a waiter
at Hilton hotel
There are different set of roles which has to be performed by me as a waiter at Hilton
hotel. It includes taking orders from customers and delivering them services to them. There are
cases in which I am given with lot of tasks at same time (Strand, Fox-Young and Bogossian,
2013). In order to complete it is important for me to have high degree of multi-tasking abilities.
Further, it is important for me to have proper coordination within the team so as to manage table.
I am accountable to learn menu as I have to provide proper information to customers related to
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different type of dishes which are prepared within Hilton hotel (Fagerlind, Gustavsson and
Ekberg, 2013). With the help of work experience, it will enable me to develop my understanding
in the area of dining experience, satisfying customers, table management and this will enable me
to work in high position in this industry.
In work experience, below given are the major responsibilities which has to be
undertaken by me as a waiter at Hilton hotel:
Raising sales: It is the responsibility of waiter to make sure that sales is raised and this is
done by encouraging guest to visit the hotel again and again (Fischer, Stalin and Thiringer,
2015). This is possible when waiters and waitresses understand customers needs and
requirement. In short, it is essential that service users should be satisfied. Customers should be
attracted so that they can support the firm in achieving their organizational goals and objectives.
Resolving issues: There are cases in which issues are found by guest which may be
related with food, table management, etc. It is my responsibility to make sure that all the issues
which are faced by them are effectively managed (Vacca and Hoadley, 2016). In case, guest find
any type of issues, then it is my responsibility to make sure that food is replaced.
Understanding customers needs and requirements: In order to provide customers with
effective services, it is important for me as a waiter to understand the needs and requirement.
This is one possible when one gets to deal with guest frequently (Arimond, Zeilani and Dewey
2015). This develop knowledge and understanding and enable to understand customers
effectively.
2.2 Plan for work experience at Hilton hotel
Below given is a proposed plan for work experience as a waiter at Hilton Hotel:
Duration and dates
duration of the work
placement
Worked Hilton hotel in food service department as a waiter for time
period of seven months which was stated from the month of
November 10th to June 12th.
Location UK, London
Working hours From 10:00 AM to 6:00 PM and that is 8 hours of standard working
time (Donetto, Pierri and Robert, 2015).
Meals, transport and I have a vehicle and it is used by me and it helps to reach cited
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Work Arrangements hotel. But convenience is been provided to me by the organization
(Jain, Kumar and Zolla, 2013). In addition to this, company also
provides me with two time meal. Which includes tea and snakes.
Position Waiter
Dress and code of
conduct
In order to maintain the policies and standard of the organization, it
is important for me to dress up formal and this dress is provided by
the firm (Rubin and Babbie, 2016). Further, in order to maintain
positive attitude for customers it is important to have effectively
communication so that they will be able to maintain strong
relationship with guest. Moreover, all the needs and requirements of
customers should be determined and need to be fulfilled.
Activities Main activities which are involved in this post is taking order from
guest and to place them. In addition to this, it is also important for
me to maker sure that the table management is effectively done
(Estepp, Thoron and Dyer, 2014).
Supervisor feedback As a waiter there are cases in which I make mistakes and in order to
solve them supervisor provides so that issue can be solved.
2.3 Benefits of the proposed activities to the business and the learner
There are significant benefits to learners and business which provides opportunities
related to candidates and more specifically to students (Rubery, Grimshaw and Ugarte, 2015).
Below given are the benefits to business and individual learner:
Benefits to learner:
One of the main benefit to individual is that they get to develop their career. In this
context, it enables to develop professional skills and also enables to make use of their academic
learning which can be applied in business (Stephenson and Yorke, 2013). It enables to develop
experience of working environment and this is done with the help of academic courses. Most
importantly, it helps to develop different set of skills like time management, communication,
leadership, etc. Further, work based experience is also helpful to shape the future career and to
grab the opportunity which prevail in business environment (Locock, Robert and Pearcey, 2014).
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Further, it enables to understand the profile of selected position and also determine the roles and
responsibilities which that particular job requires.
Benefits to business:
Developing own channel for recruitment: With the help of work based experience own
channels of recruitment is developed. In this context, local educational institute can be found
through which management can link out young talents which will support the firm in achieving
organizational goals and objectives (Schmitz, Klemke and Specht, 2014).
Enhancing quality of employment future: It enables to provide placements to students
who have skills and knowledge and this will enable to enhance business and this will also
improve quality of employments. To the job market, those people should selected who have
effective skills and understanding.
Nurturing profile of community: Firms which conducts placement related to work, then
this will be helpful to develop positive perception among employees mind (Gruenewald and
Smith, 2014). This will motivate employees and they will put on their full efforts in support the
firm to grow.
TASK 3
3.1 Specified requirements of placement conforming to all related codes of practice
When a person is selected for a specific task, then the management make sure that all the
code and requirement are satisfied. In this context, following are the few of the codes:
Working hours: As per the policies which are followed in Hilton hotel, it is important for
employees to complete 8 hours of working (Custódio and Metzger, 2014). In this type of policy
is developed from Work Time Regulations Act 1988. Further, it also provides workers to work at
flexible time and it includes part-time, flex timings, etc.
Pay scale: This can be determined as one of the most important part in placement. In
includes providing their waiters with wages as per their work and standard rate (Grossman and
Chester, 2013). In addition to this, extra pay is provided to workers as per the performance
objectives is attained. In this context, there should not be any type of discrimination done on the
basis of gender.
Data protection act 1998: Being a worker, it is important for me to make sure that all the
personal information of customers or guest who visit to hotel should not be shared with anyone
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(Cottrill, Pereira and Zegras, 2013). All the personal information which is provided to me by
customers should not be conveyed to anyone.
Equality act 2010: This is a type of act which should be followed by the organization. It
is important for management to make sure that employees are not discriminated on the basis of
gender, age, religion, race, ethnicity, etc. (Equality Act 2010, 2015). In Hilton hotel all the
employees are treated equally and they are provided with all the necessary tools with the help of
which customers can be satisfied.
3.2 Systematic records of work undertaken
Organization make use of different system which are helpful to make record of all the
work which are undertaken (Fischer, Stalin and Thiringer, 2015). This type of system is mainly
reviewed by HR management of Hilton hotel and it also enables to make proper analysis of
performance of all the employees. In this context, following are different type of records:
Work schedule: This is a type of record which includes all the responsibilities roles, tasks
and duties which has to be performed by the waiters and all the other employees who perform
different jobs (Vacca and Hoadley, 2016). It enables the HR to make proper analysis of
performance of all the workers and accordingly they are provided with rewards. All the tasks
which has to be performed daily are noted in this system.
Name:
Contact detail:
Background information:
Name of employer:
Date of placement:
Working hours: 9.30. AM to 5.30 PM
Designation: Waitress
Daily record:
 Team work
 Behaviours with guests
 Serving guests
 Taking feedback from customers
 Providing customized services to guests
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 Table management
 Order Fulfilment
Log book: It includes all the personal information of all the employees working in the
organization (Arimond, Zeilani and Dewey, 2015). It is important for the firm to make sure that
all the information should not be conveyed to anyone else. This system is mainly used in case of
any type of emergency.
3.3 Revising initial plan
It is important for me to make changes within the initial stages of work experience as a
waiter at Hilton hotel. Changes are mainly done in accordance with the changes which takes
within the procedure and policies (Donetto, Pierri and Robert, 2015). It is important for me to
take reviews from customers so that areas in which I lack can be determined. As per the
comments which are provided to me by superiors work in this area was started and I got proper
training from senior employees who enables me to enhance by skills and understanding (Rippin,
2013).
There are cases in which during season I had to work for extra hours. During season time
the rate of customers was very high and I had to make sure that all the provided with proper
services (Jain, Kumar and Zolla, 2013). This has enabled me to develop my communication
skills, time management and made me quick to perform my roles and responsibilities.
At the initial stage of plan, the amount of work which was provided to me was less but it
was during the time of season when the work provided to me raised (Rubin and Babbie, 2016).
So it was important for me to make sure that all needs and requirement of customers are fulfilled.
It was during December time I had to work as the rate of visitors was very high in occasion of
Christmas.
3.4 Suggestions for improvement and reviewing these with appropriate supervisor
As per the revising plan, it can be stated that are areas in which I need to have proper
improvements. This will all up to my time line and develop my understanding. The plan will be
reviewed in front of seniors as they will be able to provide proper suggestions to improve it
(Estepp, Thoron, and Dyer 2014). In this context, the main focus will be on responsibilities and
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roles with the help of which knowledge can be gained. Moreover, food department can also ask
waiters to develop their understanding towards different type of dishes which are provided to
them.
This way I will be able to make improvement in the tasks which are provided to me.
Further, it will also enable to continuous development and learning activities (Rubery,
Grimshaw and Ugarte, 2015). Moreover, by reviewing the initial plan, it will enable to get
suggestions from superiors and from there experience they will be able to guide and direct me so
that my roles and responsibilities can be performed effectively and efficiently. From this, it can
be stated that work based learning is very much helpful for individuals (Christie, Macmillan and
Matthews-Smith, 2015). Further, reviewing the plan with superiors will help in making
improvement or changes in the plan as per the requirement.
TASK 4
4.1 Monitoring against original proposal produced
As per the work base experience reflects that the main role of waiter is to serve guest and
to manage dining and to make sure that all the needs and requirements are satisfied. With the
help of proposal reflects, there are different set of benefits (Steen, Zhao and Lo, 2013). It
includes benefits like good communication skills, time management, confidence, etc. In this
context, proposal will be checked as per the actual performance (Lutz, 2016). With this respect,
it becomes difficult to record the performance of waiter on daily basis.
Management should make use of different set of assessing the work done (Hagger,
Mcintyre and Wilkin, 2013). In this context, it includes communication skills, confidence level,
and all the relevant activities. This was superiors will be able to make proper assess of the
performance. Further, waiters can also be called for personal interview with the help of which
workers can develop their understanding and knowledge (Fagerlind, Gustavsson and Ekberg,
2013). In interview questions will be asked in order to join the food department of Hilton hotel.
The identified areas can be developed with the help of continuous learning. Moreover,
monitoring is also possible by taking reviews from customers (Kidd, Kenny and McKinstry,
2014). They are the one have direct interaction with employees so they will be able to provide
better suggestion regarding the performance.
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4.2 Quality of own performance
In order to evaluate the performance of work, there are different set of tools which can be
used. One of the first tools is self-assessment, this is a type of method which enables to know
where one stands. Further, it is helpful to analyse the quality of services which are provided to
customers. Another, tools to measure perform can be done by HR department. They can set up
standards for the quality of services which are provided by the organization to their guest. In this
context, it includes good communication skills, good personality, high confidence level, etc.
Further, superiors can be asked to provide their suggestions, this will help workers to understand
the areas in which they lack and what all steps can be taken with the help of which quality of
services can be improved. In addition to this, workers can make use of tools like SWOT analysis.
This will be helpful in identifying the performance level. Further, this can also be determined as
to be a process of self-assessment with the help of which improvement can be made in the tasks
which are provided to waiters. As per the requirements, training can be provide through which
they can understand their roles and responsibilities more clearly and better and improved
services can be provided to customers.
4.3 Analysing the learning which has taken place during the work experience using suitable
reflections
TO: Management of Hilton Hotel
For any organization it is very important that firm have work based experience as it
enables to develop skills and knowledge related to worker one performs. My role to be a waiter
at cited firm has helped be acquire many different type of skills which helped me in performing
roles and responsibilities effectively and efficiently. Further, skills related to time management,
communication, understanding customers, etc. have also improved. By understanding
customers, I was able to satisfy them and to provide them with all the services which they
wanted to have and I was able to serve the meal on table. Moreover, leadership skills are
improved with the help of which I know the future roles which I need to do. At the initial stage,
I was not able to understand customers requirement and this was lack of confidence. However,
with the help of work based experience, I was able to develop self confidence. It enables me to
handle customers and to make them comfortable and solve all the issues which are faced by
them. In addition to this, during the time of season the rate of customers were high and because
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