Analysis of Employability Skills and Their Impact on Hotel Performance

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Employability Skills
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Table of Contents
Introduction......................................................................................................................................3
Task 1 (LO1, AC1.1, 1.2, 1.3, 1.4, M1, M2, M3, D1, D2, D3).......................................................3
1.1. Develop own set of responsibilities and performance objectives.........................................3
1.2. Own effectiveness with the defined objectives....................................................................4
1.3. Recommendations for improvement.....................................................................................4
1.4. Motivational techniques improve quality of performance....................................................5
Task 2 (LO2, AC2.1, 2.2, 2.3, M1, M2, M3, D1, D2, D3)..............................................................6
2.1. Solutions to work-based problems, as a role as manager.....................................................6
2.2. Communicate in varied styles and manners at appropriate levels with a Formal letter and a
memo to staffs..............................................................................................................................6
2.3. Effective time management strategies to work-based experience as a manager..................8
Task 3 (LO3, AC3.1, 3.2, 3.3, M1, M2, M3, D1, D2, D3)..............................................................9
3.1. Roles people play in a team and way they work together to attain shared goals.................9
3.2. Analyse team dynamics......................................................................................................10
3.3. Alternative ways for completing task and attaining team goals.........................................12
Task 4 (LO4, AC4.1, 4.2, 4.3, M1, M2, M3, D1, D2, D3)............................................................12
4.1. Tools and methods to develop solutions to the problems with Travelodge hotel..............12
4.2. Appropriate strategy to resolve problem for labour turnover with Travelodge..................13
4.3. Potential impact on business for implementing a strategy.................................................13
Conclusion.....................................................................................................................................14
References......................................................................................................................................15

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Introduction
It is accepted highly that employees must have potential and skills, which could enable them for
ensuring development and growth for the organisation. The growth of the company also does so,
and that is considerable to identify the roles persuaded for demand of employability skills. From
the given case, it shows the company Travelodge with their managers is leading to run the hotel
that will inspire and motivate the best in a team (Travelodge, 2019). Besides, maximising profits
and sales, meeting the agreed targets and role to be a good communicator will lead by an
example. Employability skills also offer time management strategies and knowledge, which
would maintain efficiency to attain the targets. Motivation could be a way that could develop the
quality of performance, so that a good procedure could solve the issues arising in workplace.
Task 1 (LO1, AC1.1, 1.2, 1.3, 1.4, M1, M2, M3, D1, D2, D3)
Title: To develop customer satisfaction of Travelodge by motivating the employees with
incentives and remuneration
1.1. Develop own set of responsibilities and performance objectives
In Travelodge, every manager or employee has defines roles and responsibilities that can manage
the activities in order to ensure quality of performance. For being a part of tourism sector, certain
responsibilities of the individual needs to be accounted. The ideal motive has to be providing the
management services, which will help to ensure effective customer satisfaction for Travelodge.
According to Wang and Tsai (2014), Travelodge has been in the run to incorporate TripAdvisor
tech, which will form productive surveys towards customer satisfaction. However, the solution
will help hotels within a budget chain that can develop online reputation to enable customers for
writing and submitting review in order to receive guest satisfaction surveys. For the manager
integrated in Travelodge, it has to be the liability for every individual who would perform and
execute responsibilities that will help in self-management (Travelodge, 2019). Now, the self-
management will also help in identifying knowledge and skills that are possessed by individual
capabilities. Hence, these information, capabilities and knowledge will help individual to grip
newer opportunities, by utilising strengths and prevailing weaknesses (Yang et al. 2016). For

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being the manager of Travelodge, it is vital to take care of the booking services of the customers,
so that demand and set standards are being measured. The manager also needs to look on the
maintenance and the team, so that customer’s demands are fulfilled.
Thus, the performance objectives also work for ensuring a positive customer satisfaction of
service quality of Travelodge. For being the manager, the stage of improvement towards service
quality can be improved by the help of TripAdvisor’s surveys (Travelodge, 2019). Other than it,
the performance objective could certainly offer services to users, so that they can provide quality
experience in order to respect service users. Moreover, the attitude of the manager of Travelodge
will enable to attain the performance objectives.
1.2. Own effectiveness with the defined objectives
According to Nickson et al. (2012), there is a need to assess individual performance with
performances, so that it can evaluate competence of the individual while executing the activities.
Evaluation of the own efficiency will provide a clear plan of performance of the individual, and
the information possessed by the manager of Travelodge will decide the need of development
and training. Now, this may include the interpersonal skills of the person that explains
communicating efficiency or behaving with others. As the objective would be to increase the
customer satisfaction rate of Travelodge, it will consider the manner by which knowledge and
skills of the person are applied for execution of duties (Dhiman, 2012). All these will develop the
performance, so that they can fill the gap between desired and actual performance. Thus, own
effectiveness will be evaluated in an effective way by following key credentials like:
The acceptance of the job of the individual should be accepted while fulfilling pre-requisites for
the customer service of Travelodge. This can be done by the manager who would use authority
and resources to develop the key work policies of the company (Hertzman et al. 2015). Next
could be managing self-jobs in Travelodge, which will be accepted in a predetermined manner
on the job quality. In case, the work of individual staffs will also decide the co-correlation
between them, so that staffs follow the proper duties and liabilities.
1.3. Recommendations for improvement
For improvement, adopting measures will help to develop performance of the individual that will
develop the key future aspects. Now, the recommendations include adaptability where diverse

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people have different nature and behaviour that may reflect on the conditions of the change in
workplaces. The manager of Travelodge needs to motivate its employees to adopt changes that
occur in workplace for providing quality services to users. Towards personnel growth, there has
to be focus made on identifying the issues faced by them to solve it for making a chance to grow
and develop (Tsai, 2013). Further, monitoring the performance of employees associated with
Travelodge will review the performance of workers, so that executing the activities will enhance
performance by providing regular feedbacks, which need to be changed gradually. Moreover,
Travelodge has to include other workers that will help Travelodge to generate team spirit among
workers to form a strong basement. There also needs continuous training, which can bring
improvement into the current competency level and skills while dealing with customers (Huang,
2013). Effective training could insist learning about the job position and title in future, which
will result in attaining performance objectives. Above this, the sessions and meetings with the
line manager may generate positive result for improvement. Hence, this will bring honest
discussions, which can hugely strengthen aspect of every employee to work as per the feedbacks
regarding performance.
1.4. Motivational techniques improve quality of performance
Above the remuneration and incentives in Travelodge hotel, it is depicted to inherit motivation
within performance. The same element has certain practices, which can largely increment the
role of motivation among employees. From Maslow’s hierarchy needs, it will decide fulfilment
of certain needs of major staffs, which will motivate them well. For instance, if some executives
try in fulfilling demands of employees, they have to know the demand at first. Employees need
financial help where management tries to give them authority to remain motivated (Nachmias
and Walmsley, 2015). Thus, the manager of Travelodge should consider the key motivational
factors, which can fulfil demands of employee to increase customer satisfaction in the hotel.
From Herzberg’s motivation theory, a simple regarding increment in motivation would be done,
so that focus on supervision can be made. If the supervision is functional, it makes a ground for
motivating staffs to remain healthy between the employee and employer. The HR team must find
proper support, so that they can get adequate guidance from line manager (Dacre Pool and
Qualter, 2013). Ahead, the staffs associated for the hotel should also work with determination
and dedication, such that ensuring motivation can be found.

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Task 2 (LO2, AC2.1, 2.2, 2.3, M1, M2, M3, D1, D2, D3)
2.1. Solutions to work-based problems, as a role as manager
For this task, the organisation chosen is Marriott Hotel that has operations across the world to
build large reputation. Here, certain problems need to be treated, as a crucial issue for workplace.
The major issue is that communication is being distorted because of certain elements. It is also a
significant element for the organisational operations, mainly within the UK hospitality sector
(Marriott.co.uk, 2019). Here, the small level of communication skills has become work-based
problem in competitive area. While some competition skills are being misinterpreted by staffs of
Marriott Hotel. Here, people sitting at a higher level should understand some communication
skills from listening, gesture and broadcasting of information. For dealing with this, Marriott
Hotel should rely on conducting sessions where staffs may be analysed upon the elements of
communication skills (Rok, 2013). It will be acknowledged with proper assessment where batch
of staff people has to be made, as per the issue of communication skills. Afterwards, proper
training sessions has to be presented to the staff people within the organisation as well. Since
Marriott Hotel is a big organisation, it could be tough to perform training sessions. Hence, the
staff people need to be familiar with effective communication skills with growth opportunities
and development (Luka, 2015). Moreover, some practical solutions also need to be developed,
which will eradicate problem to low-level communication skill.
2.2. Communicate in varied styles and manners at appropriate levels with a Formal letter
and a memo to staffs
At diverse level of communication, certain techniques have to be adopted by upper authorities of
Marriott Hotel. It is quite clear that structure and size of hotel matters with appropriate style of
communication. Here, the higher authorities of the hotel needs to converse with members of
board, by official sessions and meetings. It certainly helps to manage professionalism, and then a
proper discussion could be made formally (Ruetzler et al. 2014). Likewise, the middle-level
managers hast to inform through conferences and seminars. This may be quite establishing in
terms of communicating. Further, the verbal and written communication could be appropriate for
middle managers, as they can receive a mailing system to be established. For dealing with low-
level staffs, line manager should be focused on notice board or a big conference where

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information may be dispersed (Alhelalat, 2015). At present, the trusted and professional media
channel will help in communicating people at varied level for the company’s website. Non-
verbal communication may be based on personal area of understanding where effective media
channels could be adopted to work on the varied patterns for the organisation.
Formal Letter to Senior Management of Marriott Hotel
To Senior Management
London Marriott Hotel
Grosvenor Square, Mayfair, London
W1K 6JP, UK
Respected Sir,
With due respect, I want to inform you that the management of our hotel is not responding to our
convenience, and that needs large improvement. It has been seen that effective communication
level has not been appropriate, so that customer interaction can be made well. The level of good
communication among the key employees is not made in a customised way, and it lacks adequate
training and development. In that situation, being the line manager of the Marriott hotel, I want
to acknowledge you that proper measures need to implemented for guest satisfaction, so that the
key employees are being trained with induction classes, verbal training and listening skills.
Thank you
Yours faithfully
Line manager
Memo to the staffs
Date: 1st April 2019
To all staffs
From: Line manager, Marriott Hotel
Subject: Ineffective communication, and need for development

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Due to the ineffective communication being made and the results are not good, I want to inform
you that a proper induction and training class will be made from 8th April to 15th April, so that
problems could be minimised.
We are quite confident that this time effective verbal skills will serve to make Marriott Hotel
more effective than the work-based problem in our London branch. For our unique customers,
we need to provide complete guest satisfaction, so that they do not find opportunity to complain
on us. We also try to induce promotional offerings with discounts that will decrease competition
level from the other hotels. The management is aware that the problems of Marriott Hotel will be
decreased, and that will ultimately lead to commitment among key employees.
As it is disappointing, but we are confident, enough in our employee base and that extra time in
induction classes will solve our issues.
2.3. Effective time management strategies to work-based experience as a manager
Effective time management will include a disciplined and a logical approach. At first, there is a
large need to focus on hotel’s management. Through this, one can deliberately think on noting
down the precedence task well. It can help to remember those activities, which need to be done
on priority (Jackson, 2015). Further, as there is a tough schedule, individuals have to be focus on
the written and practical tasks, which will be set by the line manager of the Marriott hotel.
Another time management strategy could be related to avoid procrastination. According to
Eurico et al. (2015), this may be quite effective to ensure people finding adequate quantity of
time for completion of task. At this same juncture, it may be revealed that avoiding
procrastination could make people responsible highly and disciplined in work. It is revealed that
they actually tend to stop job time, and never are deferred for difficult issues. It will allow them
for utilising the time in effective way, so that it can manage burden of the task. While time
management strategies comprise of breaking task into small sections, which has information of
urgency or toughness (Stansbie et al. 2016). In that case, the time may be further allocated to the
task, and become appropriate.

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Task 3 (LO3, AC3.1, 3.2, 3.3, M1, M2, M3, D1, D2, D3)
3.1. Roles people play in a team and way they work together to attain shared goals
As the case here suggests that for Travelodge, some of the employees are not interested to attain
individual goals instead of the team goals, which resulted in hampering the team performance
heavily. In that case, the staff turnover has been rising because of lack of clear team roles and
unhealthy competition. However, three new employees have joined to replace the other ones. For
understanding this, use of Belbin team theory has been intended (Helyer and Lee, 2014). It
provides a scenario about the role played by individuals possibly in a team. While the theory is
divided into 3 parts, so that a vivid illustration can be found about the roles played in a team to
attain their goals.
People oriented roles:
This includes resource investigator, team worker and coordinator. They play a major role to
ensure that proper teamwork should be maintained. As opined by Abas and Imam (2016), it is
done to acknowledge the coordinator, which is acting as a people to support as per the
coordination within teamwork. It may also provide variable opportunities to the people working
in a team. However, guidance could be taken for the complete team. Next is the team worker
who would offer support to the team, as they are the ones who tend to execute work when
assigned by team leader. Further, the resource investigators of Travelodge will maintain stable
relations with external stakeholders, as they tend to negotiate behalf of them.
Action-oriented roles:
For completing a task or attaining goals, the roles of every team members of Travelodge should
be vast. They are the ones who would create a demanding task in front of others, such that
motivating them could be performed for the benefits. While taking a major initiative would be a
key part of this role. According to Baum et al. (2016), another role is implementer, as they take
initiatives by the shapers. Further, they tend to take one-step for attaining shared goals within a
team. People may rely on the purpose of doing job in an organised manner. To attain these goals,
a complete finisher may be massive, as they tend to focus while eradicating the mistakes and
goals of an ongoing project.

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Thought-oriented roles:
According to Tsitskari et al. (2017), they are the ones whose role would be to generate helpful
knowledge to finish the task appropriately. Here, the Plant type of people is innovative, as they
offer solution to the issue while engaging within teamwork. As individuals of Travelodge are not
interested in attaining individual goals, their ideas have to be evaluated by monitor evaluator that
works as an analyst of the team. Further, the role would be to make effective decision, after
identifying alternatives and situations (Biswakarma, 2016). However, the specialists tend to have
abilities and skills on the project task, which will be further aligned with shared goals.
3.2. Analyse team dynamics
EMPLOYEE INDUCTION PACK ON DYNAMICS OF WORKING
Activities Details and resources When Completed
Policies To increase the targets for individual workers in
Travelodge
To develop policy if the concerned employee meets
individual target and team goals, they would be awarded
with benefits
To give them opportunity where every six month
promotion of achieving targets could be prioritised
2nd April
2019
10th April
2019
Processes Build a positive atmosphere in the working environment
Increasing the comfort and feeling of the belongings
Increase knowledge of Travelodge with the policies
implemented
Share values of Travelodge with further job specific
information and data
15th April
2019
3rd June
2019
Roles and
responsibilities of
team members
Understanding the objective and purpose of serving
clients in the hotel
Ensuring a good balance between project and timescale of
2nd April 10th
September
2019

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the work
Contributing towards positive work life motivation while
working together as a team
Reviewing the deliverables assigned to work in a project
of the hotel
Team meetings Team meeting will be held mainly through a group
discussion that will consist of the team members, senior
management if possible, and the manager assigned for the
work of Travelodge
2nd May 10th May
One-to-one
manager meeting
This would be done, as this will identify the individual
employee and manager’s coordination to decide which
area are they suitable, and can work effectively. The
manager by having good interaction can analyse the roles
to be played by that employee in the organisation.
15th May 18th May
Table 1: Induction Pack
(Source: Learner)
For analysing team dynamics, the Implication of Tuckman’s model is taken into contemplation,
as it includes four stages. The forming stage is applied where the teammates of the company will
come to contact with one other. From the induction pack, the teammates to attain individual
targets should be recognizable with one other, so that roles could be unstated with application to
shared goals (Wang and Tsai, 2014). Next phase could be storming, as this represents people in
coming to a discussion. It is the stage where people have opinions for completing a task, since it
is pivotal, if teammates have opportunity for understanding potential of one another. Storming
whereas intends that the level of conflict or perplexity could be hard among team members of
Travelodge, and that needs to be clear by delivering effective balance among team (Yang et al.
2016). Lastly, performing is finishing the task, so that clear objectives can be attained by team
members of Travelodge on given the induction pack.