Employability Skills, Team Dynamics and Problem-Solving Report

This report examines the essential employability skills of an operation manager within the context of ABC Hotel, addressing challenges such as declining sales and employee demotivation. It outlines the roles and responsibilities of an operations manager, emphasizing decision-making, team building, and customer satisfaction. The report evaluates the manager's effectiveness, identifies areas for improvement in the appraisal system, and recommends motivational techniques based on Herzberg's and Maslow's theories to enhance employee performance. Furthermore, it provides solutions to workplace problems, including communication strategies and time management tactics. The report also analyzes team dynamics, explaining how roles contribute to achieving shared goals and offers alternative approaches to task completion, concluding with an evaluation of strategies and their potential impact on the business.

Employability Skills
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Table of Contents
INTRODUCTION ...............................................................................................................................3
TASK 1.................................................................................................................................................3
a. Develop Duties and Responsibilities of an Operation Manager..................................................3
b. Evaluation of own effectiveness against the defined objectives..................................................3
c. Make recommendations for improvement to the appraisal system..............................................4
d. Review of how motivational techniques can be used to improve quality of performance by all
employees in the organization ........................................................................................................5
TASK 2 ................................................................................................................................................5
a. Solution to work based problems ................................................................................................5
b. Ways in which communication can be improved at the workplace.............................................6
c. Identification of effective time management strategies ..............................................................6
TASK 3 ................................................................................................................................................7
a. Explain the roles people play in a team and how they can work together to achieve shared
goals ................................................................................................................................................7
b. Analysis of team dynamics..........................................................................................................7
c. Alternative ways to complete tasks and achieve team goals........................................................8
TASK 4.................................................................................................................................................9
a. Evaluation of tools and methods for developing solution to problems in ABC hotel.................9
b. Develop an appropriate strategy for resolving a particular problem ..........................................9
c. Evaluation of potential impact on the business of implementing the strategy ..........................10
CONCLUSION..................................................................................................................................10
References...........................................................................................................................................11
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INTRODUCTION
Employability skills are those necessary attributes which are required in a person for being
successful in a job. It contributes to performance of individual, with any technical or specified skills
(Collet, Hine and Plessis, 2015). It is important to develop them throughout the working life. The
resent report is based on employability skill and to understand its importance within the industry, a
case of ABC Hotel is taking into the consideration. Organization has faced the decrease sales of
services problem. For this, management of the company has decided to hire a management
consultant to review management practices. Hence, report will mainly highlight the roles and
responsibilities of operations manager. It will also give emphasis on the analytical ability of
managers to solve a problem and develop the team dynamics. The report will further discuss the
motivational techniques and strategies that is being used to boost up the morale of demotivated
employees. And at last, focus would be given evaluate the impact of implementing all this strategies
on the business.
TASK 1
a. Develop Duties and Responsibilities of an Operation Manager
I am appointed as an operation manager in the hotel. My responsibility is to make decisions
for the company. As a manager, I am responsible to create such environment in the workplace where
team can develop their learning skills and ability to work together (Gravells, 2010). As a operation
manager it is part of my duty to make healthy relation with every employees and keep them
motivated to work together. I will make best possible strategies for the welfare of the hotel and to
satisfy the customers. important role will be played by me in formulating and implementing the
strategies for the success of this hotel. It will be my first priority to fulfil all the responsibilities
given to me. As an Operation manager:
 I have to make employees aware about the rules, regulations and policies of the company.
 I have to ensure that employees get proper training and develop their skills.
 I need to inform the supervisor or any authority of any discriminatory behaviour by
employees (Wok and Hashim, 2013).
 I ensure that all employees cooperate each other and work in a team.
 It is my duty to boost up the employees morale and keep them motivated (Baker and
Henson, 2010).
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b. Evaluation of own effectiveness against the defined objectives
It is important to evaluate effectiveness of operation manager of hotel in the oppose of
predefine objective. With the help of it, it can be easy to determine the performance level of the
manager as well as productivity. From the evaluation, it has found that operation manager has
effectively complete his duties and responsibilities with high efforts. He has solved the different
work-based problems with his creative skills (Levi, 2010). Along with this, he has lead his team
members by selecting the right leadership styles. The choice management and leadership styles are
based on the situation of the workplace. Beside this, operation manager has derived the different
methods to motivate the employees moral in the right direction. The result of this, the staff members
have got the success in improved their performance level (Tome, 2007). In addition to this, he has
effectively allocated the roles and responsibilities to the workforce. Operation manager has also
optimum utilize the available resources and manage the changes at the workplace. But on the other
hand, it has also determined from the evaluation is he has unable to improve its communication
skills against the defined objectives. Due to this, some times, employees have not able to understand
the expectation of the operation manager and not deliver the right services (Allio, 2013).
c. Make recommendations for improvement to the appraisal system
Varied suggestions are required to be given by which the hotel can improve the overall
performance appraisal system. It is likely to boost up the morale of employees in the given hotel.
This can be done by as follows:
Periodic documentation of performance appraisal – This should be done quarterly so as to assess
progress of employees. It should be used to provide running record for employee performance in
hotel for entire year. It should be further used to offer a true picture of accomplishments and
progress made by employees throughout the year.
Provide feedback to employees regularly – Appraisals can only be made effective if the employees
are provided with regular feedbacks. This can be made possible by engaging the employees in one
on one discussion .
Employee self-appraisal – The overall performance appraisals of hotel can be improved by
ensuring that employees are given a chance to fill up there self-appraisal before the real appraisal
takes place.
Developing a positive culture:- Comfortable workplace can also aid the employees to come up with
suggestions in terms of improving the overall process of performance appraisal. Hence it is
important to build a culture of trust to improve their efficiency and working. By involving all
employees in the work and decisions, performance of them would improve which is a good sign for
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the hotel to reach to success (Baker and Henson, 2010).
d. Review of how motivational techniques can be used to improve quality of performance by all
employees in the organization
Motivation is the inner state that energizes human being to work efficiently and effectively.
Motivations techniques can be used by the operation manager to improve the satisfaction level of
the employees. Herzberg Hygiene theory can be applicable in the case of hotel. The employees are
very demotivated because staff have not understand there roles which is not making them to meet
the expectation of management. By the study of Hygiene theory and with its proper execution,
operation manager can build up the morale of employees. Recognition, appraisal, reward can be a
good source to raise the motivation level of employees. the Herzberg's technique of motivation can
be adopted to solve the problem faced by the hotel (Larsson and et.al., 2007). Factors for the
dissatisfaction can be working condition, salary part, relation with supervisor or other team
members. So, to improve the employee performance, the need is to work on all such factors and
apply this theory to that way which results in enhancing efficiency of the employees. Maslow
theory is also closely link to the Herzberg’s theory, so both can be taken into consideration to
improve the employee performance. To achieve the success it is necessary that employee working in
this hotel are completely motivated and perform well for the betterment of the hotel(Ankli and
Palliam, 2012).
TASK 2
a. Solution to work based problems
In the present time, management of hotel has face team work issue because the opinions and
views of the team members are not matching with each other. It raise the misunderstanding between
them which affect their working and performance (Wok and Hashim, 2013).. Some problems which
are mainly faced by employees at the workplace are as follows:
 Refuse to taker responsibilities.
 Unable to manage the work because of less knowledge and work experience.
 Unsupportive management.
 Facing problem during preparation of daily reports because of continuous breakdown in
machines (Collet, Hine and Plessis, 2015).
 Poor performance of workers.
 Lack of resources and capital.
To solve all above stated problems, a seven step plan can be followed by operation manager
in the hotel which are as follows.
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Determine issues: Clearly define the problem and prepare list of issues at the workplace by
discussion, observation, complaints etc.
Identify everyone interest: It is important to identify the individual’s interest and separate them
from solutions (Larsson and et.al., 2007).
List out possible options: Here, the different options have determined to solve work based problems
by brainstorming, discussion, meetings, inviting suggestion etc.
Selection of option: Selecting the best possible option which is suitable for having solution for
problems and to give the relief to top management of hotel.
Monitoring and control: After implementation of change, it requires monitoring change along with
evaluating the process (Watty, Jackling and Wilson, 2014).
b. Ways in which communication can be improved at the workplace Written Communication:- In case if, employees are not comfortable with the new operation
manager to talk face-to-face. I can make it easy for them by giving the option to write down
your problem and mail me. Then by mutual understanding, solve the problem which affect
the working environment Electronic communication: Employees can update the management about their problem
through phone call also. It is quiet an easy way to convey the message or discuss the issues
on the phone.
 Face to Face Communication:- It can be a good sort of communication, seeing to the
present case of hotel. As, employees working in a hotel are highly demotivated and under
performing. So, to solve their problem it will be a best option to ask them personally and
find out the reason to sought it out.
The only thing is that, in any of the way the problem is being solved out and hotel can run its
operational activities in effective and right manner as well as satisfied their customers (Wok and
Hashim, 2013).
c. Identification of effective time management strategies
Time-management is a very essential concept to work effectively and quickly. This case is of
hotel, where the time management plays a very crucial role to satisfy the customers (Collet, Hine
and Plessis, 2015). So, focusing on quality things and avoiding the distractions results in speeding
up of work which helps in completing the task effectively and efficiently (Strauss, 2015). Following
ways can be adopted to manage the time:- Setting Priorities- I will make a to do list before my work and accordingly prioritize my
work. Mark the things as most and less important and delegate the work accordingly.
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 Minimize Distractions - Distractions can be avoided by having proper focus on the things
that will helps in smooth flow of the work and to make it quickly and efficiently. Getting Help from Expert- If I will find any problem at any stage, I can take the help of
specialized person of the same field to avoid delays in my work (Baker and Henson, 2010). Break the Task - Breaking the task into short assignments can make the things clarify and
avoid repetition of work.
 Setting Goals – It will involve for setting the objective and starting working over it by
constantly focusing on it. This strategy helps in speed up of work (Wu and Passerini, 2013
TASK 3
a. Explain the roles people play in a team and how they can work together to achieve shared goals
In a team of various people working together, member should be assigned a different role
according to their qualification to complete the work properly. If according to the qualification and
capability the work is being assigned to the member, they can perform well. For example, in case of
the given hotel employee working in food and beverage department who is very fast in making food
can help other to complete the work fast to satisfy the customers. One who make the chopping and
cutting of veggies fast can train others who are not performing that well (Collet, Hine and Plessis,
2015). A person who is having a good listening skill can be assigned a work of coordinator. One is
very interactive and a good command over communication can be given a role of Team leader.
When employees has been given the work matches with their interest area and capacity, the
enthusiasm to perform the work get improve (Levi, 2010).
b. Analysis of team dynamics
Team dynamics are unconscious and psychological factors that the direction of behaviour of
team and their performances. As I am assigned as an operation manager in this hotel, the biggest
challenge in front of me is to understand the dynamics of the work place and how the people work
together (Silberzahn and Chen, 2012). Focus must be given on various stages of team dynamics to
analyse the performance. For example, of some new employees are made a part of housekeeping in
department in the hotel then the given stages of team dynamics can be applied.
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 Forming: At this stage, new members of house keeping department are not well aware about
each other. As, a manager it is my duty make every member comfortable and person who is
working for long time in this hotel tell him to help all the team members. Storming: At this stage, the nee employee has same thoughts and nature, making their
groups. At this stage, I will give responsibility to the house keeping manager to break this
grouping and make everyone comfortable with each other (Wok and Hashim, 2013). Norming: At norming stage, members start working for a common purpose being taking
care about the requirements of guests. So, I will assign each employees a particular work
according to the quality they posses. Performing: In this, all house keeping employees start their working with dedication and
help each other in case of difficulties.
 Closing: Every team member complete their assigned work of House Keeping and
repeatedly the work goes on (Levi, 2010).
c. Alternative ways to complete tasks and achieve team goals
There can be different ways to that can be used to achieve a team goal. Every employee is
different, so it is not possible to apply the same strategy of learning to all the employees. Some
employees can understand things through:- Coaching - The employees can be given training to develop the ability of working in a team.
Coaching can helps person to make the pin point things clear on their part. Setting Directions -In a industry like hotel, there is very important role of team building. So,
each employee have to cooperate with each other. In order to complete the work by proper
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Illustration 1: Team dynamics stages

management of time and efficiently. Training Sessions – Training of employees will be given by me to keep them updated and
regenerated to keep on working (Tome, 2007). Motivation – As an operations manager, I will Motivate the employees through
appreciation, incentives, rewards that can be a good source of motivators for the employees
(Larsson and et.al., 2007).
 Workshops: Motivational speech and new techniques of work, helps the employee to make
their work at fast speed. New spirit of working, generate in the employees through this
workshops (Collet, Hine and Plessis, 2015).
TASK 4
a. Evaluation of tools and methods for developing solution to problems in ABC hotel
Every manager has different style to solve a particular method. Even the tactics to solve a
problem varies from individual to individual (Panagiotakopoulos, 2012). By taking consideration of
BAC hotel, problem of employees demotivation and under performance has occurred. Due to lack
of motivation techniques, less recognition of their work, unsupportive management etc, the workers
become demotivated and their performance level decreased. This issue can be solved by adopting
the following methods: Establish an employee-recognition program:- Employees want supervisor or the person who
listen to them. So, I worked on that way which proves to be a good sort of technique to raise
the morale of the employee.
 Give them Appraisals:- By giving them appraisal and rewards problem can be solved to
some extent. To the employees who are working for the organisation for a very long time,
give them promotions (Watty, Jackling and Wilson, 2014).
This can be a good sort of way to solve the problem and improve the working of this hotel.
b. Develop an appropriate strategy for resolving a particular problem
In order to solve the work based problem which has been above stated, the best solution is
being selected. In the hotel, the present issue is demotivated employees and their decrease
performance level. So, it is the duty of operation manager to listen to the team members and resolve
their issues. By having the proper communication, differences can be sought out. Interaction helps
in satisfying the employees that they are the important part of the organization (Rao, 2014). To
enhance their working performance team spirit is needed. Without cooperation of each of the team
member problem cannot be resolve. Team work is needed to make the things done, single person is
not able to do everything. To make the employees enthusiastic, time to time outing can be plan for
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the department (Collet, Hine and Plessis, 2015). Along with this, by introducing the different
motivation techniques and strategies, it can be easy to motivate the employees. The result of this is
it will raise the performance level of them which increase their satisfaction level. For developing an
appropriate strategy for resolving workplace issue, some steps can be also be followed.
Understand the problem: Before formulating the strategy, hotel management needs to understand
the raise issue. Along with this, the root of cause of the problem can also determine. After this, an
analysis needed to be done so analyse the reason of issue.
Set of plan: Here, a plan has to prepared to resolve the problem and it include different stages such
as what is needed to be done, techniques to solve it etc.
Implementation: At this stage, the set plan to resolve workplace issue has to be implemented. Under
this, the alternative has to chose to minimize the impact of the problem on business operations and
other activities.
Evaluation: Under this process, the evaluation of set plan has to be conducted. With the help of this,
the loop holes and the effectiveness of the plan of action has evaluated.
c. Evaluation of potential impact on the business of implementing the strategy
After completing all the steps of solving the problem of employees, final task is to evaluate
the result of the strategies adopted. By comparing actual performance with the earlier performance
of the employee, manager can able to find the impact of implementing the strategy of problem
solving (Andrews and Russell, 2012). On a regular intervals, the evaluation process is being taken
place, to see the impact of implementing the new strategies. And in case if any changes requires, on
time it can be implemented. Evaluating the work done is a very important step for every
organization. To analyse the whole activity and evaluate the result, helps the manager in decision-
making for a future.
When the strategy to solve work-based problem, it is necessary to evaluate the potential
impact on hotel operations. From the assessment process, it has been found that the proposed
strategy has effectively work. Different kinds of motivational methods have imposed for the
employees by which they get motivated in the right direction. Along with this, management has
focused on one on one interaction with the staff to know about their problems. For the appraisal
process, the various techniques such as 360 feedback process, post appraisal method etc has
adopted. The impact of all these on the hotel employees is it has increased their performance level
and make them more productive. But the negative impact of implementing the strategy on hotel
business is it has increased the conflicts situation between the staff members and due to this, they
did not like to share the information to the other departments. Moreover, it has increased the level of
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competition between workers which leads to occurrence of misunderstanding situation.
CONCLUSION
Low morale and under performance of the employees was the major issue in that case. So, to
resolve that issue the operational director of the hotel, appoint a new operation manager. New
manager started working in a right direction. Operation Manager worked in the area of team
dynamics to understand the nature of employees and make them comfortable. Various method of
communication was used to solve the problem. In the same series, operation manager adopt various
alternative strategies, in order to boost up the morale of the employee. From the above study it can
be concluded that there is a need of performance objective on the basis of which improvement can
be made. Finally by using the appropriate technique to solve the problem evaluations were made to
see the final result.
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