Employability Skills for Hotel Management: A Travelodge Case Study

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UNIT 24 EMPLOYABILITY SKILLS
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Table of Contents
TABLE OF FIGURES........................................................................................................................ 3
INTRODUCTION............................................................................................................................ 4
TASK 1 (LO1) WRITTEN REPORT...................................................................................................5
1.1 A SET OF OWN RESPONSIBILITIES AND PERFORMANCES............................................5
1.2 EVALUATION OF OWN EFFECTIVENESS.........................................................................7
1.3 RECOMMENDATIONS FOR IMPROVEMENT..................................................................8
1.4 MOTIVATIONAL TECHNIQUES FOR THE IMPROVEMENT IN THE QUALITY
PERFORMANCE......................................................................................................................... 9
TASK 2-WRITTEN REPORT, FORMAL LETTER, MEMO................................................................12
2.1 SOLUTIONS TO THE WORK BASED PROBLEMS................................................................12
2.2 COMMUNICATING IN VARIOUS STYLES AT VARIOUS LEVELS.........................................13
2.3 TIME MANAGEMENT STRATEGIES...................................................................................15
TASK 3- AN EMPLOYEE INDUCTION PACK..................................................................................16
3.1 ROLES OF PEOPLE IN A TEAM WORK...............................................................................16
3.2 ANALYSING THE TEAM DYNAMICS..................................................................................17
3.3 SUGGESTING ALTERNATIVE WAYS TO COMPLETE THE TASKS AND ACHIEVE THE TEAM
GOALS......................................................................................................................................18
TASK 4-MANAGEMENT REPORT.................................................................................................19
4.1 EVALUATING TOOLS AND METHODS FOR DEVELOPING SOLUTIONS TO PROBLEMS....19
4.2 APPROPRIATE STRATEGY FOR RESOLVING A PARTICULAR PROBLEM OF LABOUR
TURNOVER.............................................................................................................................. 21
4.3 EVALUATING THE POTENTIAL IMPACT OF THE STRATEGY IMPLEMENTATION...............22
CONCLUSION.............................................................................................................................. 23
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REFERENCES................................................................................................................................24
TABLE OF FIGURES
a. FIGURE 1: MASLOW'S NEED HIERARCHY THEORY 9
b. FIGURE 2: HERZBERG’S TWO FACTOR THEORY 10
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INTRODUCTION
In today’s world where people often get confused about the definition of skills, most of the
time people interpret that the technical knowledge and skills are required when they
pursue a job or when they enter in the corporate life but this is not the real scenario. The
skills such as communication, managing our self, problem-solving, taking initiatives in the
organisation and group activities are actually needed and help the individual to move
forward in life.
In this report, the various employability skills are to be analysed to improve the personal
and interpersonal skills. This report mainly focuses on the development and evaluation of
the self-performance at Travelodge hotel. The tourism sector like Travelodge needs staff
that have these skills and capabilities to have efficiency in the tasks of the hotel. The
different solutions to work based problems will be provided and the Travelodge hotel will
identify the various time management strategies. For the effective team management at
the Travelodge, the employees will analyse the team dynamics and then evaluate tools for
solving the problems. At last, they will work on evaluating and finding the impact on the
business of implementing the strategy.
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TASK 1 (LO1) WRITTEN REPORT
1.1 A SET OF OWN RESPONSIBILITIES AND PERFORMANCES
The roles and responsibilities of the manager at Travelodge will be adopting the behaviour
of others, making personal and interpersonal skills, decision making and the improving the
ability to learn etc. Above all the main role and responsibility of the manager could lead the
team in the right direction to improve the efficiency of work at Travelodge.
Job title: Manager at Travelodge hotel.
Job description: As a manager at Travelodge I have to take care of the services provided by
our staff to the tourists, customer satisfaction is the main concern at Travelodge. The other
role of manager will include the availability of all the resources needed and the manager
will also look after the other important services provided at Travelodge to the customers.
Job roles and responsibilities
Customer service
The manager at Travelodge has to ensure that the employees will stay motivated towards
their work so that they will pay more attention to providing better customer services to the
customers.
Team management
Team management is the main role of the manager at any organisation, so being the
manager at Travelodge Hotel I have to ensure that the team members will feel free to
express their views regarding the problems and suggestions for the development of the
hotel and they must feel like a part of the team.
Performance management
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As a manager at Travelodge, I have to keep an eye on the performance of the staff
members and I have to conduct a continuous meeting to get the feedback for performance
improvement (Mester et al., 2018).
Operation management
Travelodge should follow the various operational key approaches to have the continuous
and better quality of delivery to the customers. The manager at Travelodge should keep
regular records of the duties and tasks performed by the staff on time by ensuring the
standards and quality of the services.
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1.2 EVALUATION OF OWN EFFECTIVENESS
For the smooth functioning at the Travelodge hotel, as a manager, I have to deliver all the
roles and responsibilities to the entire staff member by explaining them the mission and
vision of the Hotel. I have to ensure that the given task should be completed on time,
without any delay to provide the customers better and quality services. The customer
satisfaction is the first priority in the management planning of the hotel.
Continues motivation and appreciation should be provided for the improvement in the
process of providing services to the customers and regular assessment sessions will be held
for providing the achievement rewards to increase the morale of the employees (Boella,
2017).
I also have to ensure that no employee should feel shy in sharing their problem with the
top management level, and my every word and explanation of my plan should be clear to
them. In simple words, they should be able to understand what I am speaking and should
be able to perform according to my expectation.
I also need to discuss with the employees the various areas for improvement and had to
plan together to achieve the aims and objectives of the Travelodge hotel.
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1.3 RECOMMENDATIONS FOR IMPROVEMENT
The main motive at Travelodge is to have the customer satisfaction and to provide the
standard services to the customers, as a manager I have to allocate the task and work to
each and every employee according to their capabilities and abilities (Erickson, 2017). Each
employee must share their strengths and weaknesses so that I can plan according to the
need and requirements in the hotel.
The activities that involve the employee’s engagement should be conducted in the Hotel to
ensure the better teamwork and to increase the employee’s confidence (Erdem and Jiang,
2016). It is also recommended to the Travel lodge to take the customers feedback for the
improvement in the hotel services and it is suggested that they can also tell the suppliers to
provide ratings to the hotel.
The regular assessment of the employee is necessary to have better performance and to
bring efficiency ion the work. The employees should feel like the part of the hotel and for
that, they should also get the chance to participate in the planning process of the hotel to
give their suggestions and pointers. It is also recommended to the Travelodge to provide
rewards to the staff members for increasing the morale and motivation of the employees
(Bharwani and Talib, 2017).
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1.4 MOTIVATIONAL TECHNIQUES FOR THE IMPROVEMENT IN THE QUALITY
PERFORMANCE
Employee's motivation is necessary for every organisation to ensure the better
performance of the employees; there are many motivational theories that are used by
many organisations to increase the employee's motivation for the better quality work and
services (Sanjeev and Surya, 2016).
These theories such as Maslow’s need hierarchy theory and Herzberg's two-factor theory
can be explained in detail to have a better understanding for applying them in the Travel
Lodge Hotel.
Maslow’s need hierarchy theory
Figure 1: Maslow's need hierarchy theory
[Source: Mcleod, S., 2018]
All the organisations use this theory for the employee’s motivation and satisfaction and for
the better performance at the workplace (Vente, 2017). This theory includes five levels
which are used to increase the employee’s morale. The Travelodge hotel can explain these
levels to the employees; they have to go through each level of the hierarchy model to reach
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the top level (Barbosa-McCoy, 2016). The first step in the model is the physiological needs
of the human, they are very important because if these needs are not fulfilled then the
employee cannot move towards the next level (Vente, 2017). The other level in the theory
includes the safety needs that tell the protection is needed from law and order, freedom
security etc. Love and belonging needs to tell the importance of acceptance, friendship etc.
the fourth level says the self-esteem needs, like the desire for dignity and reputation in the
society and at last the person reaches to the self-actualisation needs that means realisation
of the personal potential, finding ways for personal growth etc (Vente, 2017). These five
stages are important for any human growth and as the person completes his needs and
move towards the other level the motivation of the persons automatically increases
(Morgan, 2016).
Herzberg's two-factor theory
Figure 2: Herzberg's two-factor theory
[Source: Alshmemri et al., 2017]
This Herzberg’s theory is also used by many organisations to motivate employees. This
theory includes two factors:
These are the motivators and the hygiene factors, the motivators factors help the
employees to motivate and encourage them to work hard in the organisation tasks
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(Alshmemri et al., 2017). The other factor that is Hygiene factor is not responsible for
providing motivation to employees but this factor is one of the causes of motivation and in
the absence of this factor the employees can get demotivated towards their work
(Alshmemri et al., 2017).
The Travelodge hotel can use these theories to achieve the target of the organisation and
to provide better customer services by increasing the employee’s motivation.
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TASK 2-WRITTEN REPORT, FORMAL LETTER, MEMO
INTRODUCTION
Every organisation has some work based problems that can be solved by identifying and
finding the best possible solutions for them.
2.1 SOLUTIONS TO THE WORK BASED PROBLEMS
Here are some basic work-based problems that are identified in the Travelodge hotel and
the following solutions are being given to them:
Interpersonal conflict
The Travelodge is facing the problem of interpersonal conflict between the employees and
the head authorities of the organisation. The employees think that the head authorities are
interfering in their work and they are making the organisation's environment authoritative.
To solve this problem the head authorities should provide freedom to the employees to
work according to their comfort (Xu et al., 2017). The head authorities may ask them
feedback and assess their performance and can also provide guidelines but they should not
interfere in their daily tasks. Some group activities should be conducted in the organisation
so that every member of the organisation can participate and interact with each other
(Cunningham and Dawes, 2016).
Lack of clear direction
The Travelodge is facing the problem of clear direction. The manager at Travelodge is not
able to explain the tasks and activities to the employees in a proper manner. And because
of that, the work performance level is low among the employees. This problem can be
solved by explaining the employees through various presentations (Cunningham and
Dawes, 2016). The managers can also use some live examples to explain the roles and
responsibilities of the employees in a better manner.
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