Travelodge Hotel Case Study: Enhancing Employability and Team Dynamics

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Employability Skills
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Table of Contents
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................4
Task 2...............................................................................................................................................8
Task 3.............................................................................................................................................12
Task 4.............................................................................................................................................16
Conclusion.....................................................................................................................................20
Bibliography..................................................................................................................................21
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Introduction
One of the most diversified and highly employing sectors of business across the globe is the
travel and tourism sector. There are differing job roles offered from the industry. However, in
order to be employed within the travel and tourism sector, it is increasingly necessary to be
aware of the differing sorts of employability skills along with being able to develop and acquire
such skills. In this study, a detailed discussion is going to be made on employability skills while
playing the role of the Assistant Hotel Manager at Bromley Central Travelodge. The Travelodge
Hotel is a privately owned hospitality organisation established in 1985 with above 500 hotels in
the UK and a diverse workforce (Travelodge, 2019).
In the first place, a detailed evaluation will be conducted and reflection will be provided on the
responsibilities and performance shown as Travelodge’s Assistant Hotel Manager. Followed by
this, an analysis will be conducted on the work-based problems of the hotel while highlighting
the development of varying transferrable and interpersonal skills. The study will also discuss
regarding the dynamics relating to working with others through analysis of team dynamics and
such aspects while discussing and developing suitable strategies for the resolution of the issues
relating to employee turnover within the Travelodge Hotel.
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Task 1
Introduction
This reflective report has been prepared as the assistant manager of the Travelodge Hotel and
will be used for determining own responsibilities along with performance objectives,
improvement areas and motivation techniques.
1.1 Develop a set of own responsibilities and performance objectives
The assistant manager of a hotel has a number of responsibilities to be played (Supanti et al.,
2015). As the Travelodge Hotel’s assistant manager, I have identified the following
responsibilities -
 Ensuring that the communal areas and rooms in the hotel are cleaned with the best
practice
 Ascertaining the food is being prepared and presented as per the brand’s standard
 Maximising the sales of food and beverages through up and cross selling
 Reviewing customers’ feedback while producing targeted action plans
 Working with team members for creating their personal development plans (PDPs)
 Recruitment of motivated team members while ensuring warm induction
 Reporting as well as overseeing the maintenance and repairs required
 Looking into health and safety of staff and rota management
On the other hand, the performance objectives of this job role at the Travelodge Hotel,
considering the above responsibilities include the following -
 To ensure effectual team management
 To enhance operational management and maintenance management
 To enhance customer service, commercial delivery and compliant resolution
 To deputise the hotel manager
 To ensure the effectual management of change in the organisation
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1.2 Evaluate own effectiveness against defined objectives
Evaluation of own performance in a role is important since it helps in evaluating if the defined
objectives of the role have been accomplished and whether the responsibilities for which the job
role has been assigned are being played or not (Martin et al., 2016). In order to evaluate own
effectiveness as the assistant manager at the Travelodge Hotel, self-evaluation tools that has been
used for comparing own effective against the defined objectives include the self-evaluation
questionnaire and skills audit. The results derived from these tools include the following -
 To ensure effectual team management - This objective of mine has been achieved due to
the effectiveness of mine in developing others along with delegating tasks while building
impact and rapport.
 To enhance operational management and maintenance management - I have failed in
accomplishing this performance objective since there are several work-based problems in
the organisation, which are affecting operations and maintenance. My problem solving
skills are weak, which has led to the non-accomplishment of this objective.
 To enhance customer service, commercial delivery and compliant resolution - I lack
effectiveness in terms of planning, prioritising, and managing performance. However,
customer service, commercial delivery and compliant resolution largely depend upon
these three aspects, due to which this performance remains unachieved.
 To deputise the hotel manager - As my rapport building skills are good, I have been able
to deputise the hotel manager effectually. Thus, the performance objective of mine
relating to deputising the hotel manager has been accomplished as well.
 To ensure the effectual management of change in the organisation - I have been
effectual in terms of managing change within the organisation. I have been able to
regularly check the team while implementing change and ensure all opportunities have
been used, which has led to accomplishing this performance objective.
1.3 Make recommendations for improvement
The self-evaluation conducted above helped in the identification of the areas in which I require
improving my effectiveness, which will lead to accomplishing my performance objectives. The
three identified areas include operational management, maintenance management, customer
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service, commercial delivery and compliant resolution. The following are the recommendations
provided on how these areas can be enhanced -
 Improvement of problem solving skills - Problem-solving skills are recommended on
being improved through stressing over analytical skills and innovative and creative
thinking. A lateral mindset needs being developed while being able to anticipate and
define the problems occurring in the workplace. This will help in improving the
operations and maintenance management in the Travelodge Hotel.
 Enhancement of planning and prioritising skills - In order to enhance planning and
prioritising skills, it is recommended on stopping procrastination and staying focused
while ensuring that personal daily plans are created and priorities are regularly reviewed
between employees in the Travelodge Hotel. This will help in accomplishing commercial
delivery and complaint resolution objectives.
 Acquiring skills for managing performance - The acquirement of skills for managing
performance, conversely, will help in accomplishing the enhancement of customer
service objective. This skill can be acquired through seeking the guidance of the hotel
manager while providing understanding requirements of motivation, job recognition, and
regular feedback to employees and addressing underperformance issues in the Travelodge
Hotel.
1.4 Review how motivational techniques can be used to improve quality of performance
As the assistant manager at the Travelodge Hotel, there are different roles that need being
played, which include working with team members, recruit motivated team members, operational
management, customer service management and various others. However, in order to ensure that
I am successful, it is necessary to ensure constant motivation. It is through the means of
motivation that the goals of a company as well as its managers are accomplished (Herzberg,
2017). One can explain motivation as the desire to act and move towards a goal (Deckers, 2018).
Motivational techniques can be largely applied for enhancement of the quality of performance.
The following are the three most important motivational techniques that can be used in the
Travelodge Hotel -
 Application of motivational theories - The application of suitable motivational theories is
one of the most significant ways to bring about motivation among employees. For
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example, application of the Maslow’s needs hierarchy theory will be effectual for the
Travelodge Hotel for improving the quality of performance within it. This theory
highlights five differing needs of an individual - physiological needs, safety needs, love
and belonging needs, self-actualisation needs and esteem needs (Fallatah and Syed,
2018). All these needs of employees working at the Travelodge Hotel must be met in
order to motivate them, which in turn will improve their performance quality.
 Rewards and incentives - Motivation amongst employees can be brought about through
developing and implementing an effectual rewards and incentives system. Within the
Travelodge Hotel, financial incentives and rewards such as gift cards, cash prizes,
monetary incentives and others. This in turn will help in motivating its employees.
 Providing professional enrichment - Professional enrichment opportunities such as
allowing employees in pursuing additional education, ensuring their training and
development and such opportunities also lead to motivation. These opportunities
provided to Travelodge Hotel’s employees will help in their motivation.
Conclusion
Thus, the report helped in identifying own responsibilities as the assistant manager along with
performance objectives. It helped in understanding how self-evaluation can be brought about
against objectives while understanding techniques of motivation in workplace.
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Task 2
(a) Select two work- based problems and appropriate solutions these.
MEMORANDUM
Date:
To: Senior Management, Travelodge Hotel
From: Assistant Manager, Travelodge Hotel
Subject: Reporting the two most important work-based problems in the hotel
In the current scenario, there are a number of issues, which are arising in the organisational
context. Amongst them, the two most important work-based problems, the solutions to which are
needed being immediately found are as follows -
 Improper communication channels - An absence of improper communication channels
can be noticed within the organisation, because of which communication problems are
occurring amongst employees as well as among employees and the management.
Acquiring feedback of tasks performed or customer complaints are becoming difficult
due to lack of proper communication. The organisation most depends on informal
communication, due to which chaos and delay in tasks are occurring.
 Low motivation and job satisfaction of employees - Secondly, lack of motivation as well
as job satisfaction is being noticed amongst them. This is leading to poor productivity,
low employee efficiency and increasing number of absenteeism in the organisation. Poor
motivation and low job satisfaction can also be leading high employee turnover in the
hotel in the near future.
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Development of solutions to work-based problems
One of the most important functions in
an organisation is solving the work-
based problems within it (McNeill et
al., 2017). Work-based problems have
become a major issue for the
employees in the current scenario at
the Travelodge Hotel. However,
necessary solutions are being searched
and the following are the two main
solutions determined for the staff
working in the organisation in order to
get rid of the work-based problems -
Implementation of ICT
Enhancement of the rewards system
and the leave policy
Implementation of ICT - In order to resolve
the problem of improper communication
channel, the implementation of ICT
(Information and Communication Technology)
is one of the best solutions (Landaeta Olivo et
al., 2016). Through the means of ICT, the
Travelodge Hotel will be enabled to unify its
communications while integrating
telecommunications as well as computers, along
with the essential software needed in the
enterprise, the storage, and the audiovisual
systems, which will be enabling the users for
accessing, storing, transmitting and
communicating information. The storing,
retrieving, manipulating, transmitting, sending,
and receiving information will become easier.
As a result, communication amongst employees
and managers will enhance and all
communication that will be taking place can be
stored. As a result, better decisions can be made
and improved performance of Travelodge Hotel.
Enhancement of the rewards system and the
leave policy - The reward system as well as the
leave policy of the organisation will be
enhanced. Effective rewards will be provided to
employees on their monthly performance basis,
which will help in increasing their motivation,
and in turn lead to their competitiveness,
productivity and performance. At the same time,
the leave policy will be enhanced and it will be
ensured that all employees are able to take
enough rest without the cost of no pay, which
will lower the job satisfaction. As a result,
employees at Travelodge Hotel will be
motivated and job satisfaction will be achieved.
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(b) Identify effective time-management strategies in relation to your work-based experience
or in your role as assistant manager/manager at the Travelodge.
Introduction
This report has been prepared relative to the work-based experience as the assistant manager at
the Travelodge Hotel and will reflect upon the time management strategies identified within the
workplace.
Effective time management strategies
Time management is one of the most important and essential aspects of an organisation (Kirillov
et al., 2015). Various issues arise in organisational contexts because of improper time
management. In the following points, a few effectual time management strategies have been
discussed and evaluated -
 Prioritising workload - The first strategy required for effectually managing time is
prioritisation of the workload (Oplatka, 2017). The urgent tasks need being prioritised
and completed first while the less urgent and less important ones should be kept for
completion after the ones with urgency and more significance are completed. This has
been learnt from the differing tasks performed as Travelodge Hotel’s assistant manager,
for example, customer service, managing employees, and others.
 Setting work objectives - All individuals require setting their work objectives and each
objective must be clearly defined so that tasks can be performed timely and completed
within time for the accomplishment of the objectives. Through setting work objectives at
the Travelodge Hotel, it has been seen that time management became easier since the
areas in which time is needed being spent could be easily identified.
 Reliable estimate of task time - Another strategy for effectually managing time is reliably
estimating the time that would be needed for completion of the tasks that one is supposed
to complete. A log must be created every day before beginning work by reliably
estimating each task time, which not only helps in time management but also leads to
completing tasks within time.
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Conclusion
Thus, from this report, knowledge has been acquired on differing time management strategies,
which can be used in organisational contexts so that no issues arise relating to time management
and work is completed within time.
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Task 3
3.1 Explain the roles people play in a team and how they can work together to achieve
shared goals
In an organisational context, teamwork is of
increasing significance, as effectual
teamwork lead to fostering learning and
creativity, blending complementary
strengths, building trust, improving
decision-making while achieving greater
commitment of employees (Judge, 2017).
However, within a team, there are differing
roles that individuals play and each of them
work together for the accomplishment of
shared goals. The roles that people play can
be defined and explained through the means
of Belbin’s team roles. The Belbin’s team
roles defines three differing types of roles in
a team, which include action oriented roles,
thought oriented roles and thought oriented
roles (Ruch et al., 2018). These three kinds
of roles can be further divided into nine
types of roles, as shown in the figure below -
Figure 1: Belbin’s team roles
(Source: Mathieu et al., 2015)
All teams working in an organisation
comprise of individuals playing the roles
that have been shown in the above figure.
The following is the explanation of each of
the roles in a team along with discussing
how they can be used for working together
for accomplishing shared goals -
 Shaper - This role provides essential
drive for ensuring it keeps moving
and helps in accomplishing shared
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