Work Based Learning: Skills Audit, PDP, Reflection, and Future Career Planning

This report discusses work based learning, skills audit, personal development plan, reflection, and future career planning in the hospitality sector. It includes an analysis of required skills and knowledge for the role of front desk manager, reflective logs and journals, and a plan for future career. The report emphasizes the importance of self-evaluation and the development of new skills. Subject: Hospitality, Course Code: N/A, Course Name: N/A, College/University: N/A

Work Based Learning

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Skills audit...................................................................................................................................3
PDP(Personal Development Plan)...............................................................................................5
Reflection.....................................................................................................................................6
Skills and knowledge for work role of front desk manager.........................................................7
Reflective logs and Journals........................................................................................................8
Planning for future career............................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Learning while working is an important aspect with regard to every job. This will lead to
development of professionalism along with enabling practical exposure of life and career
(Morris, 2018). Making of self-evaluation and accordingly development of Personal
development plan will enable an individual to enhance and learn new skills. This report will
discuss the concept of skill audit, preparation of PDP, an analysis of required skills and
knowledge in the context of hospitality sector. Likewise, reflective journals and logs along with
career plan is also included in this report.
MAIN BODY
Skills audit
Skills Very skilled Moderate skilled In need of training
Professional
appearance
It is best and do
not need any
training.
Speak multiple
languages
The language skills is
moderate and can be
improved with time. Currently
the known languages are
English, Spanish and German.
Problem solving skills The problem solving
skills require training
as it is a very
important skill for the
role of front office and
need to be provided
better service.
Ability to stay calm
under pressure
The skill is moderate as the
skill of handling the

customers with calmness is at
point, there are only few
situations where the pressure
eliminates the calmness that
can be improved with some
time in meditation
Strong interpersonal
skills
The interpersonal
skills need to be
improved for serving
better performance. As
a front office manger
this skill need to be
perfect for achieving
the success.
Able to work flexible
schedule
The hotel business is 24/7
operating business and the
manager have to be present on
different times and have to be
flexible for this. The business
can ask work on weekends or
for late nights. This skill is
adapting with time.
Effective written and
verbal communication
The writing and verbal
communication of the
front desk manager
need to be just perfect
(Prais, Jarvis and
Wagner, 2019). The
manager have to

respond to the mails of
the guest on time
about the directions to
the local attractions
and many more duties
of the front desk
manager require the
communication skill.
This is important and
require training as the
misunderstanding can
create bad impression
on the customers.
Computer literacy The computer skills are
moderate and are perfect for
the job right now (Khalimova,
2020).
PDP(Personal Development Plan)
Development area Resources Activities Time required
Strong interpersonal
skills
People whom I can get
advise and expertise.
I can acknowledge the
expertise given by
others in the matter.
I can cultivate a
positive outlook.
I can practice active
listening during the
work.
2-3 weeks
Effective written and
verbal communication
Computer for writing
mails.
I can work on thinking
before I speak about
3-4 weeks

any matter.
I need to be clear as
well as concise about
what I am saying,
eliminating the
complex sentences in
the communication.
I can try to become
active listener.
Problem solving skills Practice the problem
solving at the work
place.
I need to go by the
step that are:
Identify the problem
first, then define the
main elements that are
creating problem and
then examine the
possible solutions of
the problems. At last I
need to act with the
appropriate option.
4 weeks
Reflection
I am working on the skills that are important for the role of front desk manager at Hilton.
The identified skills on the skills audit are professional appearance, speaking multiple languages,
problem solving skill, ability to stay calm under pressure, strong interpersonal skills, able to
work in flexible schedules, effective written and verbal skills and computer skills. I found that I
need training in the problem solving skill and for that I am trying to go by the steps for solving
the problems and this is going good by now as in can see myself improving with the passing
time. And with the end of the time mentioned in the PDP I will be able to get better and will be
appropriate for the role of front desk manager. The next skills that I found myself to be lacking is
strong interpersonal skills for that I am trying to be active when someone is speaking at work,

trying to develop a positive culture for the positive thinking and start acknowledging the
expertise given by the senior at work.
The last skill that I found that needed training is effective written and verbal
communication. This skill is required for the effectively communicating with the guest at the
hotel. I start to keep extra attention while communicating with someone, I first think and then
speak for making my communication perfect and eliminating all the complex sentences. Simple
sentences are framed by me now for conveying my message and this helps the customers in
understanding the message clearly without any complications. I can say my communication
skills are improving as the arguments are reducing that are caused by miss communication.
Skills and knowledge for work role of front desk manager
Skills:
Being a face of company Front office manager need to possess certain skills which will
assist it to perform its role.
Active listening:
This is one of the important skill that it must be a good listener. This means that it can
listen the views, suggestion and issues of the guest while dealing with them (Dinh, 2018). Active
listening enable the manager to deliver the best and client demanded services.
Communication skill:
This is also an important skill with regard to front desk manager that it must possess good
communication skill with regard to guest as well as with staff (Losekoot and et.al., 2018). This
will lead to better functioning and performance of work.
Time management:
This skill will enable a front desk manager to be punctual and adequate distribution of
time as per work. This means that with the help of this skill a manager can make all work on
time and deliver the best services and experience to the guest.
Computer skills:
Without this skill no work can be performed. This means that a front desk manager must
be proficient and fluent in using computer (Shin, Perdue and Kang, 2019). This will leads to dual
benefits in the form of saving time and assisting in efficient and fast services.

Likewise, presence of team building skill enable the manager to adequately manage the
work, problem solving skill will lead to determining the best solution with regard to problems of
guest and associated staff. Thus, presence of these skills are also important.
Knowledge:
Like the presence of skills, existence of knowledge is also important aspect with this job
role. This means that a front desk manager must be knowledgeable with regard to work handling
and guest expectation. It needs to be had knowledge of local language and certain other
languages too (Shafiee and et.al., 2018). Likewise, it must have management and team work
knowledge that it can manage the entire team and the work. It is also important the manager must
possess adequate knowledge so that it can meet the emergency situation along with solving the
issues of the clients and staff. A front desk manager must have good command over the language
so that it can make clear message and understand in the same way with adequate clarity. Lastly,
the manger must also possess good experience and knowledge regarding customer dealing and
handling.
Reflective logs and Journals
Reflective journal:
With the performance of work under this project I come to make my self evaluation in
terms of comparing the knowledge which I already possessed along with skills and knowledge
which I need to acquire and grabbed more. I understand that the skills which I have are good but
not quite enough with regard to my job position. I also understand that I need to work towards
sharpening of my existing skills of communication, leadership and various other.
Being a part of this study I tried many new things in terms of exploring the sector along
with myself. This project has entirely changed my mind and thinking with regard to hospitality
sector. This is because of practical exposure which I got during this project.
When I pursue the project I saw many other personnel performing the same work with
different way and skills. I also learned a lot from them in terms of their skills, their mode of
working and others.
This project also taught me group skills and knowledge. This means that with the help of
this project I learned the concept of team work and its role in the goal accomplishment with
regard to any project. I also learned that how team work will lead to grabbing of goals.

As I have required academic skills in terms of adequate knowledge of hospitality sector,
knowledge of certain skills and others. This has helped me in better understanding of concept.
Lastly, it would be right to said that along with determination of gap many more and new
skills and knowledge I learned by being a part of this project. I gained the knowledge regarding
various latest technology and skills that could assist me further in terms of executing the plan
regarding my future career.
Reflective log:
While pursuing through this project I learned a lot of aspects with regard to the
hospitality sector and industry along with my job of front desk manager. During week 1 I learned
and understand the concept of entire module with regard to work based learning. Likewise, I
develop a clear concept regarding that how to learn while working. During week 1 I did
understand the entire module along with its linkage towards my job and my future career plan.
In case of week 2 and 3, I came to know the real working and practical aspect of
hospitality sector. I make evaluation of hospitality environment and its management practices. I
learned that how in practical terms this industry works. The learning of this module will enable
me to make directly implication towards my job with more efficient moves and enhanced
performance.
While in week 4 and 5, I make audit of my personal skills along with learning the
development of personal development plan. I learned my self-evaluation and preparation of
future plan on that base. This learning enables me to draw my career path.
In week 6, I understand and realized that how personal and professional skills plays their
role in terms of making good career and accomplishment of goals related with career. Through
this learning I make a framework of my future plan along with determining the relevant steps.
Planning for future career
As hospitality is one of the broader and wide industry with lots of career opportunities
and as I belong to this industry, so I also want to make my career within this industry. As the
journey of my career in this sector started with the front desk manager so continuing with this
journey I want to move ahead and want to establish a good and high position in this sector. As I

had dreamed to be a manager of the reputed hotel, so I will make my all efforts in this direction.
With that I also made a plan that will divert me towards the objective of my life. As when I make
my self evaluation I found several weaknesses with regard to my professional skills and calibre.
Thus, my plan regarding my future career started with the removal of my weakness.
Likewise, in order to achieve that place in my career and life, I also need to develop and sharpen
my existing skills along with development of several other skills too like management, team
leading, critical problem solving, time management, and various others. As the position which I
want to achieve in this sector needs a lot of patience and hard-working so considering this aspect
within my work I will move forward in my career path.
In the same way as planning includes several steps and strategies, so I also had some
strategies with respect to my career and goal. Being started with the working over my weakness I
will try to reduce my weakness so that I can move forward. Likewise, after that I will also work
towards the direction of learning new skills along with acquiring relevant knowledge. In the
same way I also had a plan to learn different languages so that I can easily deal with my guest
belonging to different countries. As this sector requires that the individual will have lot of
patience and able to handle pressure (Baum, 2019). So with regard to this demand I will also try
to develop patience level along with moulding myself to handle the pressure of work with the
delivery of efficient moves.
Thus, in short my career plan regarding my dream job in this sector will include my self
evaluation, working over the weakness, sharpen the strengths along with development of many
new skills and acquiring of relevant knowledge so that I can grab my desired position along with
building and exploring good career in the sector of hospitality.
CONCLUSION
From the above report it can be concluded that performance of self-audit and making of
plan will lead to develop various skills along with realization of existing skills too. In the same
way while evaluating the skills and knowledge regarding the hospitality sector grabbing of better
opportunities would be possible. This report also summarize the concept of reflective logs and
journals that acts and work as performance indicator.

REFERENCES
Books and journals
Baum, T., 2019. Does the hospitality industry need or deserve talent?. International Journal of
Contemporary Hospitality Management.
Dinh, T., 2018. Front Desk Development Hanoi Hilton Opera House.
Khalimova, N.J., 2020. Analysis of foreign experience in hotel career enhancement
programs. Central Asian Problems of Modern Science and Education. 2020(2). pp.3-14.
Losekoot, and et.al., 2018. The development of soft skills during internships: The hospitality
student’s voice. Research in Hospitality Management. 8(2). pp.155-159.
Morris, C., 2018. 12 Work‐based Learning. Understanding medical education: evidence, theory,
and practice, p.163.
Prais, S.J., Jarvis, V. and Wagner, K., 2019. Productivity and vocational skills in services in
Britain and Germany: Hotels. In International comparisons of vocational education and
training for intermediate skills (pp. 119-145). Routledge.
Shafiee, and et.al., 2018. How to scope configuration projects and manage the knowledge they
require. Journal of Knowledge Management.
Shin, H., Perdue, R.R. and Kang, J., 2019. Front desk technology innovation in hotels: A
managerial perspective. Tourism Management. 74. pp.310-318.
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