Employability Skills, Problem Solving, and Motivation: Hilton Report

This report provides an in-depth analysis of employability skills within the Hilton Hotel, covering various aspects such as self-assessment, performance objectives, communication strategies, and motivational techniques. The report begins with an introduction to employability skills and their importance in the workplace, followed by an examination of the author's own responsibilities and performance objectives. It evaluates the effectiveness of these objectives, recommends improvements, and explores motivational techniques to enhance performance. The report then delves into problem-solving, communication processes, and time management strategies. It also analyzes team dynamics and explores alternative ways to accomplish tasks within an organization. Furthermore, it evaluates methods for developing solutions to problems, proposes strategies for overcoming them, and discusses the implementation and implications of these strategies. The report concludes with a summary of the findings and includes references to support the analysis.

Employability Skills
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Table of Contents
INTRODUCTION ...............................................................................................................................3
TASK 1.................................................................................................................................................3
1.1 Explanation of own responsibility and performance objective.................................................3
1.2 Evaluation of own effectiveness against defined objective.......................................................4
1.3 Recommendation for improvements..........................................................................................5
1.4 Explanation of motivational techniques for improve quality of performance...........................5
TASK 2.................................................................................................................................................6
2.1 Development of solution regarding work based problem..........................................................6
2.2 A communication process in the Hilton hotel............................................................................7
2.3 Description of time management strategies...............................................................................8
TASK 3.................................................................................................................................................9
3.1 Team role of people and way to achieve objective....................................................................9
3.2 Analysis of team dynamic in an organisation..........................................................................10
3.3 Various alternative ways to accomplish tasks in an organisation............................................11
TASK 4...............................................................................................................................................12
4.1 Evalaution of methods for developing solutions of problem...................................................12
4.2 Development of an appropriate strategy for overcome the problem.......................................12
4.3 Implementation of strategy in the business and its implication...............................................13
CONCLUSION .................................................................................................................................14
REFERENCES...................................................................................................................................15
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INTRODUCTION
Employability skills is the crucial part of the company and individual like wherein they
have various skills which helps to fulfils the gaols and objectives of the firm. It includes the
communication and presentation skills etc which helps to effectively communicate with the
customers and solve the issues of them. In this report, person have the own personal skills which
helps manager to easily manage their work and developing the plan for company growth.
Employees learn various things and they able to handling the any situation at the work place and
provides the good amount of work which helps to accomplishing the gaols and objectives as well.
Under this report, there are various aspects of the employability skills will be studied in the context
Hilton hotel. The present report covers, there are various types of the problems and conflicts is
arisen at the work place under which manager uses the alternative ways for solving the issues and
creates the positive environment at the work place. In order to different types of the communication
style which is used by the various level of the organization. Employees and manager effectively
manage their work which is used by the time management approaches and attain the demand of the
customers and clients. Manager uses the motivational techniques which helps to improving the
work quality of the workers and generates the interest towards the task. In addition to this, different
methods and tools which is used by manager for solving the work based problems as well. There are
many roles of the people plays important role in the team and they works together for attaining the
goals and objectives of the team.
TASK 1
1.1 Explanation of own responsibility and performance objective
In order to set the own responsibility and performance objectives under which management
of the Hilton hotel appoints the service worker at the work place. In this way, there are various skills
and roles is required at the work place for fulfilling the demand of the clients and customers. I am
able to effectively communicate with the customers and clients whch helps to understand the quires
and issues of the consumer (Wibrow, 2011). It helps manager to easily manage their day to day
work and maintain the work environment at the work as well as they accomplish the demand of the
clients. It affects performance of the organization because clients and customers are satisfied his
services is provided by the me. Accordingly, company increases the market share in hospitality
industry and maintains the overall productivity. On the other hand, I am able to solve the issues of
the customers and provides the best services to them which creates the satisfaction towards the
services is provided by the employees. In this way, manager maintains the work environment and
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they are able to fulfils the demand of the customers. Moreover, customers wants the relevant
information which is provided by the company so that I am able to provides the correct information
to them (O'Neil, 2014). It affects my performance because customers and clients trust towards the
services which generates the satisfaction of them. Accordingly, company maintains the image in
front of the consumer and employees attain the satisfaction level. Apart from this ,my performance
objectives is like provides the best services to their customers and solve the issues of them which
creates the good relation between users and organization. In this context, one more objective of the
performance under which increasing the sales of the organization maximizing the profit as well.
Furthermore, I requires to develops the leadership and coordination skills which helps to taking the
effective decision and easily coordinate with the other team members. As per this, manager easily
mange their work based activities and able to accomplish the demand of the customers and clients
on time (Gravells, 2010). It affects affects performance of the organization because demand is
fulfilled by the employees on time which creates the satisfaction of them. Organization increasing
the number of the customers and maximizing the profit in hospitality industry.
1.2 Evaluation of own effectiveness against defined objective
As a service worker of the Hilton hotel, in order to evaluate the own effectiveness towards
the defining the objectives under which skills and knowledge helps tom attaining the gaols and
objectives of the firm. In this way, effective communication skills is the main strength of the
services worker under which they able to effectively communicate with the customers. It helps
manager to easily attain the goals and objectives accordingly they manage their work in the firm
(Heimler, 2010.). Moreover, I am able to solve the all issues of the customer and easily understand
their quires which develops the good relation between consumer and service worker. Accordingly,
manager fulfils the demand of the clients and customers which generates the satisfaction of the
customers. In this way, I abler to accomplishing their objectives and increasing the number of
consumer at the work place as well. On the other hand, I am not able to proper guide to their team
member and not able to takes the effective decision that is the major weakness of the services
worker. In this context, employees delay in decision making process and they not able to
performing in well manner (Ryan, 2012). Accordingly, manager not able to manage their work and
they not meet the demand of the clients which creates the dissatisfaction of the clients towards the
services. It negative affects performance of the organization and decline the number of the
customers due to this reason. Effective communication helps to reducing the all conflicts at the
work place and develops the good relation between company and employees. Moreover, I am able
to provides the relevant information to their customers which helps to accomplishing my defined
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objectives. In this way, it helps manager to easily provides the best facility to their customers with
the accurate manner. Company increases the market share in hospitality industry and maintains the
overall productivity in UK market (Rao, 2010).
1.3 Recommendation for improvements
There are various suggestion and techniques helps for improving my skills and fulfils the
objectives of the firm. In this way, I need to improve the communication skills under which I attend
the conference and seminars. It is the best source for improving my communication skills under
which person share the knowledge and provides the innovative ideas. With the help of this, I am
able to effectively communicate with the customers and solve issues of them accordingly able to
provides the best amount of work (Poon, 2012). It also helps manager to easily solver the issues
arisen at the work place and meet the demand of the clients and maintains the positive environment
at the work place. It affects performance of the organization because clients are satisfied his
services is provided by the employees. Accordingly, Hilton hotel increases the market share in
hospitality industry and maximizing the profit margin. Moreover, I need to improves the knowledge
and skills under which manager provides the training and development to their employees. In this
way, manager identify the training needs of the workers and they provides them which helps to
enhancing the performance and improves the knowledge and skills is required at the work place for
fulfilling the demand of the customers (Jackson,2014). It helps workers to performing and well
manner and they are able to deliver the best services to their customers. It also assists manager to
easily manage their day to day work and meet the requirements of the clients. Henceforth, training
and development is the best source for improving the knowledge and skills as well. Organization
success depends upon employees performance so that skilled employees gives the best services to
their customers and manager attain the goals and objectives of the firm. On the other hand, I
requires to improves the coordination and leadership skills under which I works in team and group.
It helps me to effectively coordinate with the team members and proper guidance to their team
members (Durrani and Tariq, 2012). In this way, they are able to meet the demand of the customers
and completing the task on time. It positively affects performance of the organization and increases
the overall productivity and profit margin as well.
1.4 Explanation of motivational techniques for improve quality of performance
There are various motivational techniques which is used by the manager of the Hilton hotel
for improving the work quality of the employees. In this way, manager of the organization requires
to using the reward system which includes the promotional activities, bonus , incentives etc.
Manager provides to their employees as per the performance at the work place which generates the
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motivation towards the work (Omar and et.al., 2012). It helps workers to improves the quality of
work and they are able to deliver the good services to their customer. It helps manager to easily
manage their work and attain the goals and objectives of the firm as well. It affects performance of
the organization because motivated employees complete their task on time which creates the
satisfaction of the employees towards the services. As per this, company increases the market share
in hospitality industry and maintains the overall productivity. On the other hand, manager uses the
Maslow need hierarchy theory for improving the work quality of the human resource. It includes the
four level of needs like self esteem, actualization, belongingness, safety and physiological under
which manager fulfils the needs of the employees (Sung and et.al., 2013.). It helps human resource
to generates the interest towards the work and they are able to deliver the best service with the
quality standard to their customers. As per this, manager improves the quality work of the
employees and they are able to accomplishing the demand of the clients. It positively affects
performance of the organization which maximizing the profit margin as well as increasing the
number of customers at the work place. Apart from this, management of the Hilton hotel uses one
more motivational technique like theory x and theory y for improving the quality performance of
the employees (Nilsson, 2010). In this way, if the employees requires to training and development
so that manager uses the theory y under which they provides to them. It helps workers to enhancing
their quality performance and improving the knowledge. Henceforth, all these motivational
techniques which is used by the manager for improving the quality performance of the employees.
TASK 2
2.1 Development of solution regarding work based problem
In order to develop the solution based problems under which various issues and problems
arises at the work place. Problems includes the miscommunication and less communication,
inequality issues and workers reporting late etc. under which management of the Hilton hotel uses
the various alternative ways for solving the these types of problems at the work place. In this way,
manager takes the responsibility for solving the work based problems under which they requires to
conduct the group meeting (Deeley, 2013). In order to solve the work based problem, company can
use the several stages-
Define the problem- In this stage, manager can identify the actual reason behind the issue.
He/she can understand the actual reason that why employees leave Hilton hotel.
Identify the alternative options- In this stage, manager identify that what is actual reason
behind this issue. He/she can conduct team meeting to identify that what reason thus employees has
dissatisfied from this organisation.
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Conduct Meeting- Meeting is the best source for solving the issues under which all the
employees provides the suggestion and ideas for resolving the issues. It helps manager to takes the
effective decision and employees are highly motivated towards task because they are part of the
decision making process. With the help of meeting, manager removes the miscommunication and
lack communication between the team members which creates the positive environment at the work
place.
It affects performance of the organization because clients are satisfied his services is
provided by the employees. Company increases the market share in hospitality industry and
increases the overall productivity as well. On the other hand, one more problems arises at the work
place like equality under which manager requires to treating the employees are equally (Jackson,
2012). It helps workers to focuses on their work and they are able to deliver the best services to
their customers. Company provides the equal opportunity to their employees which includes the pay
process, promotional activities. It helps workers to generates the interest towards the task and
creates the satisfaction towards the job. Accordingly, manager are able to fulfils the demand of the
customers and attain the goal and objectives of the organization. Company removers the all issues
which helps customers to safe and secure at the work place because manager provides the positive
environment at the work place. It positively affects image of the brand in UK market and
maximizing the sales turnover (Panagiotakopoulos, 2012). Apart from this, organization requires to
follows the rules and policies which helps to employees behave in ideal manner and come in
organization on time. Henceforth, all these solution related to the work based problems which is
used by the manager at the work place and maintains the positive environment in the firm.
Problem can be solved by adopting this in the Hilton hotel are describe below-
 Develop a online forum- The problem relating to miscommunication to the customers as
well as other staff member can be solved by adopting online forum. It work effective in the
workplace as it help the hotel to interact with all the members at each level in the
management. The use of social media they can get feedback from the clients and also share
its latest update information over internet. Therefore, staff workers can also share documents
and work project on the through online support that make them aware with things more
effectively.
 Follow employment legislation- The inequality issues in the hotel by treat unfairly with the
women can be solved by them following the various employment legislation of
discrimination act. The act of gender there is a laws and regulation in which each and every
organisation have a right to treat fairly to the women in the grounds. The opportunities can
be given fairly regard to promotion, recruitment and other activities in the businesses that
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solve the inequality issues effectively.
 Conduct training sessions – The staff workers report late problem can be solved by the
hotel by conduct training programmes. It will facilitate them to solve the problem by
enhance the skills and capabilities in the employees so, the quality of service can be improve
more effectively.
2.2 A communication process in the Hilton hotel
Communication plays important role in the individual life and business under which there
are various style of the communication is used by the different level of the manager. In this way,
higher level of management uses the email and phone for communicate with the middle level of
management under which it is the best source for communicating the other person. In addition to
this, if the employees requires to communicate with the management under which they uses email.
In this way, they write the email to their team leader after then they communicate with the
management of the Hilton hotel (Keller, Parker and Chan, 2011). Organization uses the proper
structure for communicating the other members in appropriate manner. Moreover, manager uses the
formal communication style under which they directly communicate with the employees which
helps to easily convey the information about the clients demand. It helps workers to easily
understand the information which is provided by the manager accordingly they fulfils the demand
of the clients (Haasler, 2013). It affects performance of the organization because clients are satisfied
his services is provided by the employees on time which helps company to increases the market
share in hospitality industry as well. On the other hand, employees uses the phone under which if
they communicate with the other team members and workers. It is the best style of the
communication which is used by the lower level of management in the organization. It helps
employees to effectively communicate with the team members and able to attain the gaols and
objectives of the firm (Messum, Wilkes and Jackson, 2011). Apart from this, employees and
manager communicate with the clients under which they uses internet. It helps workers to
effectively communicate with the customers and they also interact with the face to face.
Accordingly, employees are able to works in appropriate manner as per the clients requirements
which helps manager to easily manage their day to day work. Moreover, the professionals
communicate with the public under which they uses the media of them in front of the customers.
Henceforth, all the communication styles used by the different level of the organization (Jones
Torezani and Luca, 2012).
2.3 Description of time management strategies
Management should set priorities
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Management should categories the work and set the priorities . The work which is more
important should be done first and at the right time . The work which is not necessary should be
avoided for better time management (Verran, 2010.).There are various strategies to manage the time
which are as follows-
Avoid Multitasking- Employees should avoid multitasking at workplace,it means when they works
a single task then avoid doing another work. It creates disturbance so they should focus on the one
assignment at a one time.
planning before start working
When management has a proper plan they can work according to the planned work so they can
manage to complete the work on time . Management should organize the workers organization of
work is very necessary and when the work is organized it should be divided equally among the
workers so that the work can be done on time
Avoid interference- In the organization, when individual perform their job then they should avoid
the use mobile phones, Internets, text messaging etc.
Management should spare the time for emergency work -when the work is required to be done
in emergency management should have time to work in emergency situation .
Management should work efficiently when the work is done in efficient manner it will take less
time for work to be done so the hotel can provide service properly. Management can postpone the
work which is not done in the present condition work which is not necessary for time being can be
done later by the management so that they can work on the work which is more important .
Management should provide “to do” list for perfect time management for efficient time
management all the workers should get the details of work that should be done by them in time
provided to them (Improving Group Dynamics. 2016) .
Schedule: The planning should be done in advance by scheduling set the priorities at first in which
worker can done task more effectively. The another task is set in after this the less important as
compared to the first priorities. It will manage the time of work and also meet the deadlines at
desired manner.
Delegate: The company can manage the time more effectively when they assign responsibility to
those staff workers who will complete the task before the time frame. It will facilitate them to
identify the person who done task more appropriately than others and assign the responsibility in
that manner. This will reduce cost, time and energy in doing various task within the time framework
.
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TASK 3
3.1 Team role of people and way to achieve objective
 Shaper : The person who takes every obstacles as a exciting challenge and help other
people in team to work on that obstacles and motivate them when they decide to quite. They
are the people who improves the team work and take this as a challenge.
 Implementer : The people who implement there and the team ideas and concept into a
proper plan and action. They are the type of people who are highly disciplined and work
systematically and efficiently and these are the people who make sure that the work is done
on time. Drawback of implementer are that they are resistant to change.
 Completer/finisher : These are those people who finishes there work on time and ensures
that the work done by them is proper and there is no mistake or errors or omissions in the
work done by them. In another word they are perfectionist who wants to complete there
work on proper time (Wibrow, 2011).
 Coordinator : The person who is traditional team leader who delegates the task effectively
to every team member in proportionate way so that all the team members get equal amount
of work. Who listen to every person in a team and coordinate them to achieve the team
goals.
 Team worker : who ensures that the team is working together effectively. They provide
there full support to the team. They help team to get along together and are very flexible,
diplomatic.
 Resource investigator : They investigate the outside opportunities and make contacts with
many people so as to gain the information from stakeholders and comes up with great and
beneficial ideas
 Plant : They are the people who are very creative and innovative and comes up with the
new ideas. They are introverted people who wants to work alone and not with the team they
cannot tolerate criticism and are impractical people because of the novel type of ideas
 Monitor-evaluator : They are the people who are best at evaluating the ideas that other
people comes up with. Before coming to any decision these people see all the merits and
demerits than the take decision (O'Neil, 2014).
 Specialist : they are the people who are highly qualified and have specialised knowledge
which is required for doing the work. They are expert in there work and they dedicate
themselves towards work so as to get expertise in there field.
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3.2 Analysis of team dynamic in an organisation
Hilton Hotel is the global brand where it provides all types of services. This company have
over more than 570+ hotels and resorts all over the world, it is worldwide flagship brand. For the
success of this company the team work plays an important role. The workers of the Hilton Hotel
gives hundred percent so the customer get satisfied and achieve the goal of the company. If the
dynamic team work is there then company increase the productivity and satisfaction to the customer
and employees goes on high. The dynamic team include the performance of the employees.
Managers force and direct the staff members to work with team in the organisation and they make
the environment of effective team (Improving Group Dynamics. 2016). Hilton Hotel is very positive
towards the goal, if dynamic team work is in the hotel them it increase the profitability of the hotel
and improves the individual works, and when the staff members is working in the team they enjoys
their work and do harder. Apart from that, it also increase the personalities and improves the
working style of the staff members.
Dynamic team gives the strength to the team of the Hilton Hotel, the leaders of Hilton Hotel directs
and bring out the innovation ideas of each of the employees so they perform well and managers
analysis all the team works and it make easier to the leaders. They analysis all the ideas of
employees which contributes towards the team. Team members listened to their team leaders or
managers where considered all the situations easily. Hilton Hotel make that environment where
dynamic team work easily in the environment (Blades, Fauth and Gibb, 2012).
Sometimes team member conflict the views and exchange their ideas where on the other hand
leaders makes the environment more challenging and give the task, so the employees gives their
best and win the task. Effort of effective team and better management, team leaders, managers, they
achieve the goal easily. Hilton Hotel has set the living standard of the employees, so they can work
with style and with knowledge with deals with morals. Leaders have to communicate personally
with employees and do motivate so they get inspired and work more, ask for more task so it will
increase the efficiency for both the employees and for the Hilton Hotel.
Belbin theory Action oriented roles- In this role includes shaper, implementer, completer finisher. This
types of person, believes in the idea and actions. They improve the team by challenges face
and put their idea into action. People oriented role- This types of people is coordinator, team workers and resources
investigator. Coordinator acts as a chairperson, team worker encourage coordinator and
resources investigator explores outsides opportunities.
 Thought oriented roles- These people have role of plant, monitoring and specialist. plant
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roles presents new idea, analyses the options and provides specialised skills.
3.3 Various alternative ways to accomplish tasks in an organisation
There are different alternative ways for completing the task and attain the goals and
objectives of the team. In this way, the team member requires to sharing the role and responsibility
under which helps to completing the task on time. It helps team members to competing the task on
time and attain the goals and objectives of the group (Gravells, 2010). As per this, manager easily
manage their day to day work and they easily meet the demand of the clients which crates the
satisfaction towards the services. It affects performance of the organization because employees
complete their task on time which helps company to increase the market share in hospitality
industry and maintains the overall productivity as well. On the other hand, team member uses the
time management approach which helps to managing the work accordingly to the time. It helps
employees to easily completing the work on time and attain the goals and objectives of the team. As
per this, manager easily meet the deadline which is provided by the clients and attain the
satisfaction level of the clients (Heimler, 2010). Moreover, manager provides the training and
development to their team member which helps to increasing the knowledge and enhancing the
performance. This knowledge helps team member to completing the task on time with the efficiency
and they are able to fulfils the requirements of the organization. In this way, organization maintains
the image in the UK market and maximizing the sales turnover. Apart from this, team leader takes
the feedback of the team members performance under which they get the idea about the employees
performance. In this way, they knows the problems and issues arisen at the work place alternatives
they uses the alternative of problem and maintains the positive environment at the work place. It
helps team members are able to fulfils the demand of the clients and completing the task on time.
Henceforth, all these suggestion and alternatives helpful for the team members and they competing
the task on time (Ryan, 2012).
Tuckman theory
Forming-In this stage, different members came in the team and learns about the
opportunities and challenges.
Storming-In this stage, members start to communicate with each other and understand the
nature of each other. In this stage, various members' strength weakness can discuses.
Norming-In this stage all member understand the objective of team and also they discuss
about the policies, practices and criteria to perform in a team.
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