Professional Identity and Practice Report for Hilton UK - HNC

This report provides a detailed analysis of the professional identity and practice of a receptionist at Hilton UK. It begins with an organizational profile of Hilton, followed by an examination of the skills and competencies required for the receptionist role. The report emphasizes the importance of professional and personal development, discussing its benefits and relevant learning theories, including Kohlberg's theory. It then delves into self-evaluation models, assessing both soft and hard skills. The report also outlines development approaches, including the creation of a professional development plan with specific targets, goals, and strategies. A job description for a Hilton UK receptionist is included, along with a video-recorded mock interview. The report concludes with appendices containing interview questions and other supporting materials, providing a comprehensive overview of the receptionist role and professional development within the hospitality industry.

Professional Identity and
Practice

Table of Contents
Introduction......................................................................................................................................2
Organizational Profile......................................................................................................................2
Skills and Competences for Receptionist........................................................................................3
Professional and Personal development:.........................................................................................4
Benefits of Professional Development............................................................................................5
Benefits of Personal Development..................................................................................................5
Learning theories for personal and professional development........................................................6
Kohlberg's Theory of Personal and Professional Development......................................................6
Self-evaluation models....................................................................................................................7
Soft Skills.....................................................................................................................................7
Hard Skills....................................................................................................................................7
Evaluation of skills.......................................................................................................................7
Development approach................................................................................................................8
Needs for the Development........................................................................................................10
Targets and Goals.......................................................................................................................11
Strategies....................................................................................................................................12
Job Description – Hilton UK (Receptionist)..............................................................................13
Video-Recorded Mock Interview...............................................................................................13
APPENDIX – A.............................................................................................................................17
Interview Questions...................................................................................................................17
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Part A - Case Study Report
Introduction
This case study report is based on the professional identity and practice in the Hospitality or the
Travel and Tourism industry. The organization chosen for this report is Hilton UK. In this report,
an investigation is conducted on the basis of the employer’s expectation for any specific job role
in Hilton UK. Also, the skills and competencies analyzed are clearly examined to deliver
efficiency in the work. It is important that every employee should undertake ongoing
professional and personal development of the employees as it enhances the careers prospects.
However, the benefits and significance of undergoing personal development are clearly
evaluated. Also, various learning theories and approaches are illustrated to link with the personal
and professional development. With the help of two self-evaluation models, there will be a
critical evaluation conducted to analyze the soft and hard skills. On a final note, some of the best
development approaches are discussed to enhance the professional and personal development
with Hilton.
Organizational Profile
Hilton Worldwide Holdings Inc., also popularly known as Hilton Hotels Corporation, is an
American global accommodation organization that oversees and establishments an expansive
arrangement of inns and resorts. Established by Conrad Hilton in 1919, the enterprise is currently
driven by Christopher J. Nassetta. The first organization was established by Conrad Hilton.
Starting in 2017, there were more than 570 Hilton Hotels and Resorts around the world counting
about 85 nations and regions crosswise over six mainland (Hantuli, 2016). Properties are either
claimed by, overseen by, or diversified to autonomous administrators by Hilton. Hilton is
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headquartered in Tysons Corner, Virginia. Hilton Hotels and Resorts is one of the Hilton's
flagship and it is considered as one of the biggest lodging brands in the world. The brand is
focused on both business and relaxation voyagers with areas in real downtown areas, close
airplane terminals, assembly halls, and famous destinations worldwide.
Skills and Competences for Receptionist
A Receptionist with Hilton Hotels and Resorts invites Guests, helps with entry and takeoff
procedures, by offering current data to Guests as mentioned, and oversees approaching
solicitations from the inn Communication frameworks either through phone or email. A standout
amongst the most perceived names in the hotel industry, Hilton Hotels and Resorts offers
voyagers a universe of real experiences. The brand keeps on being the inventive, groundbreaking
worldwide pioneer of hospitality (Marsh, 2016). For Hilton, a receptionist should fill in as a
Team Member with Hilton Hotels and Resorts for a longer term with utmost satisfaction.
Since Hilton Hotels and Resorts guarantee an unopposable Guest experience without fail. As a
Receptionist, it is important to serve on the Guest Services, Front Office Teams to address Guest
issues upon entry and takeoff, to give an agreeable remain to Guests by obliging solicitations for
data, and offering Guest help as required. To effectively fill this job, a receptionist at Hilton
ought to keep up the frame of mind, practices, abilities, and skills as follows:
 A completed secondary school endorsement or any equivalent certificates
 Front Office/Concierge involvement in the inn, relaxation, or potentially diversion
divisions
 Quiet, proficient, and sorted out with extraordinary tender loving care
 Incredible individual presentation and communicational abilities
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 An enthusiasm for conveying extraordinary dimensions of Guest administration
 Proficient in computer and ready to explore through Company frameworks
 Proficient way with an accentuation on friendliness and visitor administration
Professional and Personal development
The professional and personal development of an employee is an added advantage for the career
aspects of an employee and is considered most important for an employer to accomplish the
organizational goals. CPD represents Continuing Professional Development and it is essential for
both the organization and the employee as it is utilized by experts to assist their career (Kitto et.
al., 2018). It is a proactive and cognizant type of learning which utilizes different techniques to
help people either adopt new abilities or shape the existing ones. As the name proposes, it is a
continuous learning process. It is additionally a self-propelled type of learning.
The professional improvement comprises instruction, perception, and coaching that can upgrade
the employees in a working scenario. It may incorporate instructional courses or graduate
classes, investing time with a coach to see how the employees handle struggle or challenges or
mentoring another person who may be new to the field. Personal-improvement is an essential
part of a person's development and movement (Kennedy, 2016). By enabling an individual to
investigate key zones of personal growth, in order to make them feel self-satisfied.
Benefits of Professional Development
The following are the various benefits of the professional development of an employee
associated with an organization:
 Continuous development in professional life will increase the retention of the employees.
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 This builds confidence and inculcates credibility in the various activities carried out at the
workplace.
 It makes easier to plan for the future development goals with an optimistic approach.
 It helps in re-energizing the employees by gaining new skills towards the job.
 However, it improves the efficiency of the professionals that augment the productivity of
the organization.
Benefits of Personal Development
The following are the various benefits of the personal development of an employee associated
with an organization:
 It will make sense of what you need to do
 It will make sense of where your qualities, convictions, and qualities lie, also reveal a
clearer reason for what is happening in both on an individual and expert dimension.
 There will be a capacity to clarify objectives
 It will inspire with clear and attainable targets to accomplish the goals
 There will be signs of improvement in the work-life balance
 There will be an improvement in the professional prospects
Learning theories for personal and professional development
There are various theories that can be used to illustrate the importance of both personal and
professional development. The best example for the personal and professional development
theory was formulated by Kohlberg.
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Kohlberg's Theory of Personal and Professional Development
According to the views of the author, it is proved that the personal and professional development
of an individual is an essential part of the socialization procedure. Both personal and professional
development alludes to the manner in which individuals realize what society viewed as "great"
and "awful," which is essential for an easy working society. There will be a moral improvement
in the individual that keeps them from following up on unchecked inclinations, rather than
thinking about what is directly for society and useful for other people (Tseng, 2015).
Lawrence Kohlberg (1927– 1987) was keen on how individuals figure out how to choose what is
correct for the sustenance of personal and professional life and what's going on. To comprehend
this subject, Kohlberg built up a hypothesis of good improvement that incorporates three
dimensions: pre-customary, traditional, and post-regular. When an individual develops
personally, there will be more ethical practices and responsibility inculcated as a result which in
turn will positively impact on the work life as well as personal life. When there is professional
development in an individual through various courses, training and classes then there would be
an augment in the productivity of the whole organization.
Self-evaluation models
Soft Skills
Soft skills in an individual are "attractive characteristics for specific types of work that don't rely
upon procured learning. I incorporated good judgment, capacity to manage individuals, and a
positive adaptable mentality". In more straightforward terms, these are the "relationship building
abilities", or the "road smarts" of the business world. They aren't generally quantifiable however;
soft skills are the social capacities required for the general achievement of an Hilton. These help
in deciding how an individual will associate with others, regardless of whether it be
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collaborators, authority, or customers (Hurrell, 2016). Some of the soft skills necessary for the
receptionist role in Hilton are Mentality, Correspondence, Hard-working attitude, Cooperation,
Authority characteristics, Time the board, Basic leadership, Compromise, Basic reasoning,
Systems administration, Hard-working attitude, Sympathy, Critical thinking, etc.
Hard Skills
Hard skills are considered as the range of abilities that are required for the work. They
incorporate the ability that is important for a receptionist in Hilton that effectively carries out the
responsibility either in personal or professional life. They work explicit and are commonly
recorded in employment postings and sets of responsibilities (Iyengar, 2015). These are gained
through formal instruction and preparing programs, including course, apprenticeships,
momentary instructional courses, online courses, accreditation programs, just as my hands on
preparing for being a receptionist in Hilton.
Evaluation of skills
The skills of an individual can be self-evaluated with various methods that will help in increasing
efficiency.
1. Gathering feedback
The most recommended method to evaluate my soft and hard skills is by gathering feedback
from the peers and friends and clearly evaluate on what has to be done to improve the lagging
skills and what are the skills that are to be retained for the successful career aspects. Also, Hilton
conducts 360-degree feedback system which will help the colleagues and the top-level
management to share the feedback that they feel hesitant to share directly (Jeon, 2015). Thus,
sharing feedbacks and self-evaluating them is the most preferred method.
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2. Advise from a mentor
For the self-evaluation, there should be some of the views gathered with which I can effectively
analyze the loopholes and the advantages in the skills that I possess. It is important for me to
choose a mentor who can provide views on the soft and hard skills that are possessed
(Lieberman, 2016). The views shared can be taken as the data to self-evaluate the skills in an
individual.
Development approach
 The following are the various development approaches that will help in the evaluation of
the personal and professional development
 To Set a clear objective about what is to be accomplished
 Should be deliberate and plan the improvement
 To search for and accept the correct open doors
 To talk about the profession plans with the administrator
 To set objectives and measure your advancement
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Part B – Development Plan
To empower and pick up the most from the work situation of a receptionist in Hilton UK, it
should be clear what is needed to gain from the experience. Also, it is required to build up a
Personal and a Professional Development Plan, which will incorporate individual objectives for
the work understanding. The investigation of the learning styles, individual and key abilities and
SWOT will help to recognize various zones that are created (Perry, 2017). As a receptionist, it is
important to utilize the improvement needs a list to enable the individual to distinguish the
objectives for the development plan.
Needs for the Development
 To identify through the examination of learning styles and personal skills. It can either be
through training provided in the organization or by the courses and classes.
 To examine the needs by conducting a SWOT Analysis by identifying the internal and
external factors affecting the development plan.
 Good academic and research skills that will incorporate the needs of the development as a
receptionist to welcome the guests.
 To gain work experience objectives
 To make the future profession, work/independent work objectives and heading in an
apparent manner.
 Should possess both personal and social objectives
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Targets and Goals
As a receptionist, it is important to learn the communication and hospitality skills and also there
should be a clear perception about the goals that are to be achieved to make a successful
implementation of the development plan.
Goals Action Success criteria By when
1. Communi
cation
skill for
the
receptioni
st at
Hilton
UK
2. Hospitalit
y skills
for the
receptioni
st at
Hilton
UK
How to achieve each
goal with different
actions required for
the accomplishment
of the goals. For
example, the goal of
a receptionist in
Hilton is to
communicate
properly with the
guests and then treat
them with
hospitality.
How to achieve the
determined goals and
determine its success after
the implementation? For
instance, communication
skills and hospitality skills
can be accomplished by
proper training and
development process.
At this stage, it is
describing by when
should the
receptionist have
achieved the goal.
The receptionist
should gather the
knowledge regarding
all the necessary
goals to be achieved
within the training
period.
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Strategies
It is important to revise the Personal Development Plan all the time to audit the advancement in
finishing the objectives. If the objective can be accomplished totally amid to the experience.
There should be a proper distinguish between the requirement for different objectives all through
the development plan (Ward, 2016). If there are any new objectives ought to be added to
improve the plan, then it has to be done immediately. The main strategy of Hilton’s growth was
based on the retention of the guests by welcoming them based on the outcome of learning and
training. The communication skills and the hospitality skills are the most necessary skills that are
developed with appropriate strategies.
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