Professional Identity and Practice Report: Hilton Hotel Analysis

This report analyzes professional identity and practice within the context of a career change at the Hilton Hotel. It begins with an introduction to professional development and its benefits for stakeholders, focusing on the importance of ongoing development for employees and the organization. The report then investigates the skills and competencies expected of a hotel manager, contrasting the role with that of a customer service manager. It includes a self-assessment of the author's current abilities, skills, and competencies using a self-evaluation questionnaire and SWOT analysis. The report also explores various learning theories and approaches relevant for personal and professional development, such as the cognitive and behaviorist approaches. Finally, it constructs a personal development plan to enhance the chosen skills and competencies, including a review of a job interview and the identification of strengths and weaknesses in the interview process.

Professional Identity and
Practice

Contents
INTRODUCTION...........................................................................................................................3
PART 1............................................................................................................................................3
P2 Investigate professional employer expectations of skills and competencies within a
specific organisational context...............................................................................................4
TASK 2............................................................................................................................................5
P3 Assess own abilities, skills and competences for a specific job role................................5
P4 Range of learning theories and approaches used for personal and professional development
processes.................................................................................................................................7
TASK 3............................................................................................................................................9
P5 Construct a development plan to enhance chosen skills and competencies within a specific
work context...........................................................................................................................9
TASK 4..........................................................................................................................................11
P6 Undertake a job interview for a suitable service industry role........................................11
Curriculum Vitae (CV)...................................................................................................................12
P7 Review key strengths and weaknesses of an applied interview process.........................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Professional identity & practice is one of the formal practices which involves
identification of the skills and also taking an initiative to develop it. This actually deals with
overall development of skills and competencies which generally helps an individual to get
personal task with the right measurement (Cruess, 2017). This report is based on self-reflection
with uses for doing the analysis of own skills and unique and how this can be applied to
individual context. Along with this, this entire analysis will be done for Hilton hotel and its
working professional who are looking for career change. This assessment will also uses to
provides the understanding of on-going development, skills and competencies required by the
own employer to work and then identification of the self-skill to develop if in case any
shortcomings. Also, report will also teach over learning & development theory that will be
necessary to develop that context. Lastly, assessment will also initiates personal and professional
developmental plan to develop this skills at the longer basis.
PART 1
P1 Examine the key benefits of ongoing professional development for different stakeholders
On-going development is the continuous process which helps an individual to develop his
own skill & exposure to work effectively & productively to build own career as well as brings to
change into it. In other side, it is one of the comparative process which allows individual to
gather strategies, action plan and decision making to develops recognised skill for career
progression. In general, this involves daily basis learning & developmental work to enables the
skill and competencies for performing an entire task for career or check out suitability for long
term career prospects.
With help of this, individual have long term expectancy to stay with own career and time to time
growth of it. In this assessment, focus will be career change but in same organisation, but to
different department of the Hilton hotel (Cruess and Steinert, 2015). Shifting from one
department to other is critical, because this involves compulsive change in entire work structure
of self as well as change in own responsibilities for longer period of time.
In Hilton Hotel, which is well known for its brand image have major concern about
manpower development and they are used to put investment on the same to gather people interest
for longer duration. As, this is one of the leading hospitality firm, so skill development is

necessary such as hard and soft skills such as communication skill, analytical and informative
abilities with purpose of acquiring personal and professional skills at to the major side. As, this
was discussed previously that, ongoing development is one of the continuous process, so in that
condition, how this can be useful for both employee & employer at major context and what is its
importance for organisation matter.
For employee: On-going development will prove helpful for manpower to rise its own
performance as well as skills to check out work based exposure and also builds growth oriented
sustainability in an individual for lifespan time (Wenger-Trayner, 2014). In other level, ongoing
development would assist in overall development of business entity and its employee to increase
their skill to act and work.
For Hilton hotel: Customer satisfaction will be raised along with overall development of
organisational structural body to act and perform into the positive manner. This would help to
ensure growth of organisation and would raises level of business performance for this leading
business firm.
P2 Investigate professional employer expectations of skills and competencies within a specific
organisational context
In the Hilton hotel, own previous role of working was customer service manager and kind of
change is expecting. Now, the change is demanding call from department of management of this
hotel. So, the role will be now hotel manager (Wald, 2015). For this, employers of the Hilton
hotel is expecting right skill and competencies from employee to fit into the role of the hotel
manager. Shift from role of customer service manager to hotel manager is the diverse change and
which also comprises of managing customer queries to entire hotel procedures or regulation.
Business roles Nature Expectancy
Hard and soft skill For hotel manager role, hard and
soft skill comprises of IQ and EQ
level. On one hand, hard skill such
as statistics, accounting and power
of analytics is required, while on
other hand, soft skill such as
communication, delegation,
From role of customer service
manager to hotel manager,
expectancy of skills along with major
duty are also increased. In that
situation, individual is happens to be
full of all these hard and soft skill to
act in prescribed role.

behaviour and creative thinking
will be applicable for this role.
Problem solving The nature is compulsive involves
problem of this hotel to be solved
by hotel manager. For this skill,
person needs to be focused and
must have patience to face critical
issue of the business to solve it in
early possible time.
Expectancy from problem solving
skill is desired to solve critical
situation of this hotel at the larger
context. Candidate is required to
analyse the shortcomings and build
this skill at the potential.
Decision making This nature is important, this will
assist the new hotel manager to
take some top level decision,
action plan, and if in case of non-
presence of senior executive level
person and of course revenue
based strategies.
Decision making skills is required
along with critical situation handling
in case of any urgency. Also,
Resource handling is one of the major
skills, which is required in case of
managing the existing situation during
business operation.
So, given table tells about skill which is required for hotel manager role is undertaken, on
which complete focus would be given to continuation of these skills to grow, while shifting from
customer service manager to new prescribed role in the Hilton hotel.
TASK 2
P3 Assess own abilities, skills and competences for a specific job role
This assessment is completely based on reflection in context of the own. In Hilton hotel, I am
currently working for profile of customer service manager, in which I need to manage entire
customer query handling and solving executive and also check out working in this department is
going productive or not. I got proposed offer from top level executives for hotel manager profile
which is completely different from CSM duties (Edwards, 2015). As, this is career progression
for me opportunity, hence for this, I need to check out my current skills and know further skills
are required for this job role. For my future career intention or aims, self-reflection of my own

skills, competences & abilities will be suitable decision. My suggestion is to go with self-
evaluation questionnaire, where I can rate my skills, competences or actual ability where I needs
to work upon:
Self-reflection questionnaire of my skills/competencies
Rating scale (1 to 4)
S. no Skills/competencies Rating #1 Rating #2 Rating #3 Rating #4
a. Listening skills X
b. Negotiation X
c. Problem-solving X
d. Decision making X
e. Empathic relationship X
f. Counselling X
g. Education/training X
h. Group facilitation X
I. Conflict management X
J. Verbal communication X
For this career progression in the hotel manager, senior employer are expecting empathic
relationship, problem solving and decision making to be improved or regain at the productive
level of working. Using the given table, it has been realised that, all three skill are need to polish
and on which continuous practice is necessary to makes it productive to gather both personal and
professional career satisfaction for entire timespan.
Also, confirmation of lacking of skill would be better explained using self-evaluation
model such as personal SWOT analysis to known weakness and how it can be overcome to make
self-credential more attractive to work for this job role.
Personal SWOT analysis:
Strength Weakness
My communication skill is appropriate and
sufficient for this role of hotel manager. Also,
Improper communication skill, problem
solving and empathic relationship is my one

capability to an effective listening to other co-
people also I found unique and productive for
high career profession. Negotiation ability is
also good, but lot more important is required to
work effectively as hotel manager.
common weaknesses which I found under me.
This is not any good response for me at all.
Because of all three skill, it couldn’t be
possible for me to focus on hotel manager
profile.
Opportunities Threats
Here, an opportunity is to do regular practice,
focus on skill development and also takes the
part in overall development of the work based
credentials so that, these skill shall grow with
higher utility to accomplish career profession
for longer time period time.
Lack of patience, focus and strategic thinking
would be threat for me, which can distracts
from overall development of the skills. Focus
and time management is necessary to build this
skill.
P4 Range of learning theories and approaches used for personal and professional development
processes
After complete identification of required skills for Hotel manager, learning models and theories
are necessary to make scope for improvement of the skills or competencies for this designation
(Pihl-Thingvad, 2015). If talks in my context, personal & professional development will be
necessary for me to increases my own career progression at the major side of personal or
professional level. I realised that actually for development, learning is highly prominent and also
proactive to fill gaps of skills, in which I am weak and also sustained. For an effective
development of skills, there are various learning based which can be used are as follows:
Cognitive approach is the most popular approach to learning, which is mainly concerns with
usage of an active mind in learning process as well as development (Gibson and Dollarhide,
2014). This learning theory is consists of two domains namely: cognitive domain is linked with
memory & understanding, on other hand, affective domain is about how feeling or emotion can
be alters or control as per post-learning desires. As part of this theory, I have realized about the
performance of every mine and other people with whom I am working. Bloom suggests that
parallel learning between both cognitive and affective learning domain take place in a
cumulative way depending on degree of difficulty.

Source: Cognitive theory of learning, 2017
Bloom suggests this process of learning doing a task or activities with clear emotion and
scope for self-development. The purpose behind this level of learning is to define or realizes that
starting of learning should consists of the reflection. Before starting of the learning, there must
be a thought process for generating reflection over the learning for longer time duration.
Behaviourist approach: This approach is centred to learning around the belief of the
behaviour has to be caught using constant repetition of any work which is combined with
feedback from the recognised facilitator. Positive feedback uses to encourage and builds the
success, while negative feedback used to do repetition of a mistake or unexpected behaviour
from an individual’s (Johnson, 2012). There is big scope for using of behavioural approach to the
learning in professional development first to specific about clear behavioural objectives and after
that supply learning opportunities to group of an individual to lead an effective of personal
development. Here, social learning style will be engages, in which an individual can involves
others to the clear and defined process for time period.
Learning style: For better learning, logical learning style will be utilises for development
of hotel manager using clear logic, reasoning and system. This should be generates along with
result-based outcomes from the learning. Also, social based style as discussed previously can be
other option with the help of which ability to learn can be developed or enriched to attain the role
of Hotel manager (Izadinia, 2013). In simple language, I need to focus on purpose of learning
which is achieving job role of hotel manager.
Development option: Into the development process, there are several techniques with use of
which, skills or competencies can be gather for job role of hotel manager to the potential level.
Illustration 1: Learning theory

To develop the skill, formal training and on the job training would be used to gather practical
exposure of defined skills. In order to practical theory for skill, workshop could be suitable
option, with help of which practical exposure of skill such as theory based understanding can be
gained for an effective development of credentials for hotel manager roles.
TASK 3
P5 Construct a development plan to enhance chosen skills and competencies within a specific
work context
PDP is the formal structure through which an individual normally sets out the goals,
strategies and outcomes of learning & training. I have a complete plan to develop three defined
skills such as empathic relationship, decision making and problem solving and these all are
necessary for job role of hotel manager for me (Huston, 2013). After the preparation of this plan,
evaluation as well as monitoring of the plan will be undertaken to check out suitability of
development plan. This will be mentioned about SMART action plan, activities and evaluation
of plan for same. For personal and professional development, well-designed PDP is as follows:
Current
Skills and
Competencies
Goals Personal /
Professional Development
Plan ACTIVITY (Use
SMART targets)
Indicate how you have
monitored your
progress,
underpinning
learning and
development theory
Evaluate the
effectiveness of your
personal development
plan

Short term
plan:
Problem
solving
Here, target is to produce a
solution for problem solving
within the time period of 1
months. This goal is time
specific and also have 100
percent potential to attain.
Several activities such as case
study, scenario solution and
also solving Sudoku will be
used to increases the problem-
solving potential to
accomplish professional
development in the future.
Social learning style will be
used here to develop sense.
The progress has been
monitored using peer,
opinion, feedback from
the facilitators and co-
employee on level of
problem solving I am
pursing right now. This
would be taken for
future development
purpose.
This plan is effective to
pursue training, in case,
future need for problem
solving would arrived.
Also, this plan is
necessary to build hotel
manager role effectively.
Medium term
plan:
Decision
making
This skill would be develops
within 1.5 months and also
have expectancy to build 100
percent accuracy. Activities
The progress will be
monitored using advice
of professional people
and other related
This plan is effective for
career progression, I am
shifting from customer
service manager to hotel

such as simulation, role play,
and conditional task will be
undertaken help of which
decision-making power will
be rise at the desired position.
Learning style of logics will
be used, so that I could
practices decision making for
reasoning purpose. This style
involves logic thinking
through which collective
decision making would raise
with development scope.
person with of whom
growth and progress
has expected to next
level. For role of hotel
manager, expectancy is
higher here to establish
growth of businesses.
manager. Also, this plan
will help me to ascertain
future scope for learning
and development that can
be gather during
performing of hotel
manager role.
TASK 4
P6 Undertake a job interview for a suitable service industry role
Before conducting position interview, in initial time, CV briefing and initial screening of
the profile will be done to know about candidate. Here, I am giving interview to pass process of
shifting to other department, as I am existing employee of the Hilton hotel. The given CV is as
follows:
Curriculum Vitae (CV)
Olive Peter
Address: Ground park, London (31009)
Email id: [e-mail]
Skills: I have skills such as communication, listening and interaction skills. My unique strength