Employability Skills Report: Analysis for Hilton Hotel Management

This report delves into the crucial aspects of employability skills, using Hilton Hotels as a practical case study. It begins by outlining the author's role as an HR manager, defining responsibilities, and setting performance objectives, including employee training and communication skill development. The report then evaluates the author's effectiveness in these areas, highlighting the importance of training, communication, and critical thinking. Recommendations for improvement are provided, focusing on enhanced communication, feedback mechanisms, and evaluation opportunities. Different motivational techniques, particularly Herzberg's theory, are discussed to boost employee morale and performance. The report addresses work-based problems, such as communication barriers, and proposes solutions like language classes. Various communication approaches and time management strategies are examined to improve efficiency. Finally, the report explores solutions to problems like employee dissatisfaction due to workload, offering strategies to balance work and personal life. The report concludes with an emphasis on the importance of these skills for overall organizational success.

EMPLOYABILITY
SKILLS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Developing set of own responsibility and performance objectives .....................................1
1.2 Evaluating own effectiveness ...............................................................................................2
1.3 Recommendations for improvement ....................................................................................2
1.4 Different motivational techniques to improve quality of performance ................................3
TASK 2............................................................................................................................................4
2.1 Solution to work based problems .........................................................................................4
2.2 Different approaches and styles to communicate problem ..................................................4
2.3 Different time management strategies .................................................................................5
TASK 3............................................................................................................................................6
Covered in PPT...........................................................................................................................6
TASK 4............................................................................................................................................6
4.1 Developing solutions to problems ........................................................................................6
4.2 Appropriate strategy for resolving the problem ...................................................................6
4.3 Evaluating potential impact of implementing the strategy ..................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Employability skills are the skills which are necessary for an individual for being
successful for a particular job. Further, these are the skills and attitude which enable employees
to get together with their colleagues, to make important and crucial decisions, solve all the
consequences within organization, etc. These skills are also non technical skills which is
necessary for business enterprise to earn a good employment and also participate efficiently in
the workplace (Andersson, 2012). In this context, this present report is based on identifying the
self potential to work effectively in future in a desire of organization. Organization undertaken
for the present study is Hilton Hotels and Resorts which is an international chain of hotels and
resorts under flagship brand of Hilton Worldwide. This report focuses on developing a set of
own responsibilities and performance objectives and also evaluation of own effectiveness against
the defined objectives.
TASK 1
1.1 Developing set of own responsibility and performance objectives
Being an HR manager of Hilton Hotel, it is my core responsibility to take care of my
potentially talented employees who are significantly working hard to provide the best quality of
foods and services to customers. I will inspect all the standards and infrastructure which
mentioned company is providing to their employees. For effective functioning, I will look
towards all the management and administration work in presence of one or two subordinate as
they will help me in getting things done quickly. In a hospitality sector, employees need to be
fresh which gives a positive impression on client that organization will be delivering best to
them. In relation to this, I will provide them refreshments two times a day daily which will keep
them enthusiastic and motivated. This refreshment will include tea, coffee and also snacks on
special occasion. Further, hospitality performance gets affected when one employee gets ill or
not able to function properly (Cassidy, 2006). Therefore, I will look towards the health of my
employees so that they will perform relatively good throughout the session. Further, some of my
own responsibility and performance objectives have been stated below.
 My prior role is to identify the required vacancies which are existing in the mentioned
hospitality and to fill it with most suitable and deserving candidate.
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 I will focus on providing effective training to both existing and newly recruited
employees so that they will improve their knowledge and skills in which they lack.
 Working in hospitality is not a easy task as employees have to deal with all types of
customers and they even have different language and communicating style. I will conduct
a session of communication skills which will help individuals to know how to
communicate with clients for better performance.
1.2 Evaluating own effectiveness
Being a HR manager, I have to evaluate my personal effectiveness with the goals and
objectives which are implemented by organization. These are stated below: Training and development session- This session will majorly help me to improve some
activities in which I lack. By overcoming these, I will be able to achieve my individual
as well as organizational goals in a significant manner. Further, training session will help
me to gain comprehensive knowledge of HR and will make my profile as a HR manager
more productive and effective. Developing communication skills- Communication skills will help me to have a precise
and clear communication with employees as well as with clients. Further, this will help in
developing a strong bond with a large customer base as they will become a loyal
customer base for mentioned hotel which will also increase revenue and productivity
(Cunningham, 2010).
 Critical thinking skills- Critical thinking skills will help me to make effective decision in
hospitality whenever so required. Being a creative thinker, it will help me to achieve new
perspective within mentioned company and can further lead towards promotion and
development. Further, creative thinking skills will also help me to remove all the disputes
and hindrance between superiors and subordinate and also between peers.
1.3 Recommendations for improvement
Being a HR manager of Hilton, I will focus on operational functions of mentioned
hospitality and will maintain the standard which organization have since decades before. Further,
I will implement different theories and principles to improve the performance of employees as if
they are satisfied then they will be providing best of the services to the customers. Some basic
areas where Hilton lacks and it need improvement:
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 Proper communication and feedback- As a manager my key role is to have proper and
clear communication with employees as they do not conclude the things in their own way
(Feichtner, 2001). Hospitality is a sector where communication plays a significant role
and if things conveyed wrong then customer might get hassle and he will not come to
hospital venture again. Moreover, after communicating effectively with employees, I will
have my major focus on customers as I would like to have their review on their visit to
hotel and also on the service they received from Hilton staff. Feedback from clients will
help me to know about what organization is lacking from and what necessary changes
they can make in coming time period.
 Evaluation opportunity- Employees who are working in Hilton know the standard and
goodwill of hotel (Finch and Fafinski, 2014). Further, the employees who are currently
working and those who are newly recruited are quite talented and multi skilled. So in
order to keep this image and have this competitive advantage over competitors,
employees should come up with new and innovative ideas which will increase more of
organization performance and profitability.
1.4 Different motivational techniques to improve quality of performance
I will imply different motivational techniques which will boost employee's morale and
they will work with more of their efficiency and capability to achieve their individual as well as
Hilton goals. I will focus on implementing the Herzberg theory of motivation as it is one of the
best theory which will help me to improve employees efficiency and will assist me to measure
effectiveness. Under this theory, Herzberg called satisfiers as motivators and dissatisfiers as
hygiene factors. Further, this theory will also help me to understand employees attitude and also
what they are in need of from organization. Factors which leads to dissatisfaction for employees
are
 Hilton Policies
 Relationship with superiors and peers
 Salary
Further, employees have some physiological needs which are satisfied only with the help
of monetary terms. There are also some hygiene factors where individuals do not look for
monetary aspect as they only want responsibility, promotion and achievement in their working
field. This generally lead towards satisfaction of employees and I will implement this theory only
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as both type of employees are considered in it and it this theory satisfies their needs and wants in
a significant manner
TASK 2
2.1 Solution to work based problems
Being a hotel industry, Hilton requires strong front office person in order to attain
customers. But due to inefficiency of employees, mentioned company faces hindrance and
disputes between customers and workers. This is because employees do not have proper
communication skills and are not familiar with other languages (Giles And Campbell, 2003).
Moreover, as a HR manager it is my prior responsibility to solve this problem because it will
surely lead towards customers dissatisfaction and corporate will lose their existing as well as new
customers. For overcoming this situation, I am implementing following points within
organization: Enhancing individual skills- I will try to put my best effort in order to improve their
communication skills. For this, I will conduct a training and development program on
weekends for those employees who do not possess this skill.
 Language barrier- Customers comes from different countries and they have their own
native language. For solving this, I will implement a language class for few employees
who have an easy grasping power so that they will be well trained within a limited time
period. Classes will be of German and French language.
2.2 Different approaches and styles to communicate problem
Communication has a precise role in success of any business organization. Being a
hospital industry, communication is necessary for functioning tasks and duties effectively.
Further, better communication leads towards better employer employee relationship and less
confusion within mentioned company (Griffin and Annulis, 2013). Further, individuals who
possess healthy communication and interpersonal skills are generally more successful in their
personal and professional life. Moreover, I would like to convey the problem which is so
analyzed in above point with the help of oral communication to all the employees who are
working within Hilton Hotel.
In this context, I will communicate this to all the level of management so that they can to
help me in taking effective decision for the success of Hilton hotel. For top level management, I
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will choose presentation method which will clearly showcast the major problem to them. Further,
to communicate with middle level management, I will opt intercom facility as problem which is
so stated will be explained in a precise manner. For coordinating with employees who are
working at lower level, I will choose mailing method as all the information will be clearly stated
in the mail and employees have to follow it in a precise way. Email will further help employees
to get connected with each other.
2.3 Different time management strategies
Time management strategies will play an important role for me in order to complete
required work on desired time. By implementing proper time management strategies, I will be
achieving my individual and organizational goals. Considering all these facts into consideration,
following time management strategies are as follows: Timing work- Being a HR manager, I have to be specific and need to record how much
time a particular task consumes and also how much energy it requires for accomplishing
a particular task. Prioritizing- By implementing this strategy, I will prioritize all my work according to
their important and preferences. For proper functioning and achievement of
organizational goals, I will prioritize my work according to the most important to the
least importance ones. Further, task which are so prioritized will become a plan for
Hilton Hotel and whenever I feel like sudden changes are required, I can go back to the
plan and make changes accordingly. Exercise- Exercise having its own importance as being a HR manager of mentioned
company, I have to look after that which employee is fit for a particular task and can
complete it in a definite manner with desired result. Flexibility- Flexibility should be prompted for some situations as being a hospitality
firm, there are definite chances of getting a client at night as well (Haasler, 2013). For
this scenario, in need to plan some extra time for such unforeseen situations along with
the help of one or two employees.
 Survival- During the year end and festive for Hilton, I will work for some long period in
order to cope up all the pending work and activities for better result and performance
organization.
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TASK 3
Covered in PPT
TASK 4
4.1 Developing solutions to problems
By working as an HR of Hilton hotel, I have seen that due to high rush of clients,
employees are quite dissatisfied with the work load as they have long working schedule and they
are not able to cope up with their personal and professional life. Along with this, I have analyzed
that there is lack of motivational level among employees (Hind and Moss, 2005). For
overcoming this, I will undertake various tools and techniques which will help me in boosting
employees morale. Further, to investigate this problem, I will use benchmarking as a tool.
Benchmarking is a quantitative tool which help hospitality to measure its performance against
predetermined standards effectively and efficiently. With the help of this tool, I will make
comparison of sales revenue of the Hilton with previous years. This will further, help me to
identify that how organization has worked over the year.
Besides this, I will also make deep analysis of employees database which will give me
clear information regarding their presence and absenteeism. Further, by making analysis of
employee register I have come to know that individuals of Hilton are not performing well as
compared to previous year because of their dissatisfaction with organization policy. Further, I
started taking feedback from employees for this type of performance. In this context, many
employees gave response and provided valuable information to me which will help me in
resolving this problem more efficiently (Janahi and Weir, 2005). With this it is clearly evident
that work pressure is one of the main cause which increasing job dissatisfaction among Hilton
employees.
4.2 Appropriate strategy for resolving the problem
By resolving the mentioned problems in above point, it will lead me as well as
organization to a competent position in the hospitality industry. To resolve this problem I
undertake several measures which helps me in achieving success in the competitive business
environment. To reduce the work pressure of the employees I make team which encourage the
employee to make combine efforts so that goals of the organization are timely achieved. In
addition to this, I also organize motivational session for the employees base which develops
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positive attitude among the employees of Hilton. I also organize management games which helps
me in reducing the work stress of the employees and keep them happier. It provides more
assistance to me in retain and sustain employees for longer duration. Besides this, to motivate the
employees of the company I make analysis of several motivational theories. According to
Maslow's needs hierarchical theory man is wanting animal and needs of the people arises in a
hierarchical order. Once one level and needs have satisfied then other arises (Mumford, 2001).
So, I also make efforts to identify the motivational factors which closely affects the financial
health and performance of the firm.
4.3 Evaluating potential impact of implementing the strategy
Implementation of above mentioned strategy will have a positive impact on business
operations of the firm. By motivating employees of company, they will be able to provide the
best quality of service to their potential clients and it will help Hilton in a significant way as they
will be able to develop loyal customer base (Ruderman and Ohlott, 2011). Further, this also
enables Hilton to build customer satisfaction and also their corporate image throughout the
world. Further, it also helps Hilton in increasing sales and their profit relatively. Besides this,
monetary and non-monetary benefits also encourage employees to make their best efforts. This
helps employees to sales and productivity for particular time period. In context to this, games
also help in enhancing employee productivity and their job satisfaction level. In addition to this,
it also facilitates building of team which helps Hilton hotel in increasing their productivity and
profitability.
Along with it, HR manager of Hilton can focus on conducting a trip which will make
their workforce active in performing their future activities. With all such possible views,
employees that are working in Hilton hotel have a great influence on organization’s performance
where mentioned company will get quality of performance from their multi talented employees.
Moreover, satisfaction of employees will increase the revenue and profits for the corporate.
Satisfied employees are quite energetic and they have apunctuality to reach to the mentioned
hospitality on time to accomplish their given duty (McGRATH, 2011). Furthermore, retention of
individuals will help Hilton Hotel as they have low labor turnover and there will be less cost
which organization has to incur on their training and development program.
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CONCLUSION
From this report, it has been concluded that employ ability skills plays an important role
in the achievement of organizational goals and objectives. HR manager of the Hilton considers
organizational goals and objectives in setting its own role and responsibilities. It has been
concluded that time management strategies enables Hilton to build and sustain competitive
advantage over others. It can be seen in the report that effective communication and leadership
are more effectual alternative to work as a team. It proves to be more beneficial for the company
in achieving success in the dynamic business environment. By summing up this report it has
been concluded that HR manager of mentioned company needs to frame effective and competent
strategies to resolve several work based problems.
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REFERENCES
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Hind, G. W. D. and Moss, S., 2005. Employability Skills. Business Education Publishers,
Limited.
Janahi, A. and Weir, D., 2005. Alternative financial rationalities in managing corporate failure.
Managerial Finance. 31(4). pp.34 – 45.
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Johns, H., 2012. Personal Development in Counsellor Training. SAGE.
Koprowska, J., 2010. Communication and Interpersonal Skills in Social Work. 3rd. ed. SAGE.
Lin, T. C., and Hsu, F. P., 2003. Adopting an analytic hierarchy process to select Internet
advertising networks. Marketing Intelligence & Planning. 21(3). pp.183 – 191.
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Online
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<http://www.businessballs.com/employeemotivation.htm>. [Accessed on 6th November
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