Hospitality Management: A Report on Travelodge Hotels UK Operations

This report provides a detailed analysis of hospitality management practices within Travelodge Hotels Limited. It begins with an overview of the company, its operations, and its position in the UK hotel industry. The report then explores the skills and competencies required for various roles within Travelodge, including guest service agents, housekeepers, food and beverage managers, marketing managers, HR managers, general managers, and finance and accounting personnel. The importance of personal and professional development for employees is highlighted, along with the benefits of implementing development plans and strategies. The report also examines different learning theories, such as Kolb's experiential learning theory and behavioral theory, and their application in employee development. Furthermore, the report includes a self-evaluation of the author's skills and competencies as a potential HR manager, using a traffic light skill audit and SWOT analysis. Finally, the report discusses the most effective development approaches for an HR manager, outlines a sample development plan, and offers a critical reflection on the interview process.

Hospitality Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
PART A...........................................................................................................................................1
Introduction and overview of the organization......................................................................1
Skills and competencies for specific roles..............................................................................2
Benefits and importance of professional and personal development.....................................3
Learning theories and approaches for professional and personal development.....................4
Evaluation of your abilities, current skills and competences for Hotel Travelodge..............5
The Best development approach for a HR manger ...............................................................8
PART B............................................................................................................................................9
Development plan..................................................................................................................9
PART C..........................................................................................................................................10
Critical reflection of interview process ...............................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
APPENDIX....................................................................................................................................12

INTRODUCTION
Hospitality management is a degree which is awarded by universities for the studies of
hospital industries. The role of management personnel is to manage administrative tasks of hotels
and resorts (Gómez, and García,2016). Here, the report will discuss the hospitality management
by taking Travelodge of UK for better practical knowledge. Travelodge is a private limited
company which operated its services in hotel industry. The company got second position in UK
by both number of bedrooms and hotels (Pokorný,2015). This report will lay emphasis about
roles of manager personnel of Travelodge. It will also include importance of personal and
professional management of mangers of Travelodge. The report will highlight learning theories
and evaluation of various skills and abilities of managers of Travelodge by two different
approaches. Also, justification will be discussed in report. For better understanding of the
hospitality management, a development plan will be formulated. Reflection of interview and
abilities will also be highlighted in the report.
MAIN BODY
PART A
Introduction and overview of the organization.
Travelodge Hotels Limited is a private limited company. It is founded in 1985 in United
Kingdom. It is headquartered in Thame, England in U.K. It provides its services in hospitality
and hotels sector. The company has opened first hotel in England. After this, it has become first
valuable band in hotel sector in United Kingdom. It has more than 560 hotels in different cities
like, Cardiff, London, Dublin etc. Parent Company of Travelodge Hotels Limited is Endell
Group Holdings Ltd. Company has its operations in New Zealand, United Kingdom, and Asia.
The company aims to provide valuable services and leisure experience to customers through
attractive and comfortable bedrooms, large size beds etc. It has employed more than 11000
subordinates to provide services to customers. Its key peoples are Peter Gowers and Keith
Hamill. It is the second largest company in hotel sector in United Kingdom. Company is
continuously making efforts for providing clean and comfortable rooms at right time to its
existing and potential customers. Company offers different types of comfortable rooms at right
price to their customers. Like, upgraded rooms and super rooms with beautiful designs, ambience
and features so that, customers will get valuable service for the money they have paid. It employs
part-time and full-time employees of different culture at various job positions to promote cultural
diversity. Company provides its services to customers at mid level and it has positioned itself in
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the market by providing standard, low cost guest rooms at right price to different categories of
customers(Pokorný, 2015).
Skills and competencies for specific roles.
Skills and competencies required for performing various roles in Travelodge Hotels
Limited are as follows-
 Guest Service Agent Role- Guest service agent comes under the category of clerk
position. They are responsible for assigning the rooms to the customers of hotel,
communicating with them through sending and receiving the messages. Maintaining the
records of rooms that are allotted to guests. Skills and competencies that are required for
performing the role of guest service agent in Travelodge are, good communication skills,
interpersonal skills etc. So that, they can effectively communicate with guests to convey
information(Proctor, 2018).
 Housekeeping Role- House Keepers in hotel are responsible for cleaning the guest
rooms. This role is generally performed by males. Minimum qualification required for
this role is high school education. They should have good interpersonal skills to
collaborate with guests and supervisors.
 Food and Beverage Manager Role- Food and Beverage Manager of Travelodge is
responsible for forecasting the demand of food and beverages Another responsibilities of
food and beverage manager are processing the orders of customers, placing the order and
checking the supply of food and beverages in the hotel. Manager should possess good
communication and leadership skills to lead other persons.
 Marketing Manager Role- Marketing and Sales Manager of Travelodge is responsible
for increasing the profits of hotel by conducting market research for identifying the need
of customers. So that, awareness among customers can be increased regarding the
services of hotel. Manager must have understanding of dynamic changes that are
happening in the market, knowledge of current trends in customer taste and preferences.
 Human Resource Manager Role- Human Resource Manager of Travelodge Hotel is
responsible to perform functions related with recruitment and selection of workers in the
hotel. Also, responsible to maintain labour relations, and providing training to existing
staff. Manager should have skills to influence other peoples, good communication skills,
skill of resolving the conflicts etc.
 General Manager Role- General Manager of Travelodge is responsible for overviewing
each and every functions that are related to the hotel. And also responsible for taking care
of properties of hotel and handling the guests in an effective manner. General Manager
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must have good interpersonal skills, excellent communication skills, critical thinking skill
etc.
 Finance and Accounting Role- Finance and accounting department manager of
Travelodge is responsible for all the finance related functions of the hotel. The main
responsibilities are preparing budget , handling taxation, external banking etc.
Benefits and importance of professional and personal development.
 Personal Development means, overall development of employees it includes all those
activities that are important for improving the talent and work life of employees.
Professional development means, improving the ability of employees and motivating
them to gain new skills and knowledge. And preparing them for grabbing new
opportunities in the future. Travelodge can implement a personal development plan for
their employees to motivate them so that, productivity will improve.
 There are various ways in which company can help employees in personal development
of employees. Like, providing them opportunities for self development through learning
experience and help them to build leadership skills by giving authority to make decision.
 There are various benefits of personal development like, it enables employees to have a
clear vision regarding their career planning. Personal development helps employees to
improve their skills by filling the gaps in areas where they are lacking the skills. It
motivates the staff to perform better and to achieve the organizational goals. Travelodge
can develop training plan for overall personal and professional development of workers.
So that, through learning and development, employees will be able to perform better.
 This will also help the company in gaining competitive advantage over their competitors.
Through regular training and development activity, employees will remain happy and
motivated to work in the organization. As a result, company will be able to retain talented
employees.
 Company can encourage their employees to attain conferences so that, they will get
opportunity of self-development. Travelodge should develop a professional development
strategy for their employees.
 Professional development helps the employees to gain better knowledge that results in
increase in the productivity and profits of the company. Personal and professional
development also helps the workers in getting promotion in the future(Witchayakawin,
2018).
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Learning theories and approaches for professional and personal development.
Learning refers to continuous change in the behaviour and capabilities of employees of an
organization. There are different theories of learning for personal and professional development
of employees.
Kolb's Theory
David Kolb's experiential theory of learning is one of the well known theory. According to
Kolb, learning is the process of creating knowledge through gaining experience of day to day
working. It suggests that, learning is divided into different cycles. And different stages are linked
with different styles of learning. Every employee in the organization prefers a different style of
learning. First style of learning is diverging according to these employees perform better in such
situation in which generating ideas is important. Company can use assimilating style in which
learning can be promoted through logical approach. Through converging style employer can
motivate employees for solving problems through practical application of ideas. Company can
also help the employees in learning and development through accommodating style.
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Figure 1 :Kolb's Learning Styles
Source : (Kolb's Learning Styles,2016)

Behavioural Theory
Behavioural Theory can be used by an organization to bring change in the behaviour of
employees. This theory has explained the behaviour of employees. And their behaviour can be
changed through conditioning. Behavioural Theory is used by employer to support the learning
process of employees. Punctuality of employees can be improved through counselling of
employees. In this way, behaviour of employees can be influenced . This theory can also use for
implementing new policy in the company(ZHAO, 2016.).
Evaluation of your abilities, current skills and competences for Hotel Travelodge
Evaluation of my own skill audit through traffic light skill audit and SWOT analysis as a Human
Resource Manager in Travelodge.
TRAFFIC LIGHT SKILL AUDIT
KEY I really need to improve and
work on this.
I could still work and improve
on this.
I am confident that I can
do this.
TIME AND SELF MANAGEMENT
For meeting all my assignment deadlines, I am able to manage my time.
I regularly arrive for appointments and meetings on time.
I have targeted my career, this help me to stay focus on my current tasks.
I know where I need to go for support, if I found any difficulty in task
completion.
I know what distracts me for wasting my time and enough capable to avoid
them in completion of tasks.
I always keep a diary so that I can figure out my appointments, lectures and
important dates.
PROBLEM SOLVING AND CRITICAL THINKING
I am a productive person and help others in solving their problems.
I use different methods for solving problems like, consider my view points
on certain problems.
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I am able to solve a complex problem by breaking it down into parts.
I know how to figure out the expectation of organisation in a particular task.
I can consider various productive solutions of a problem and predict the best
solution in given situation.
ORAL COMMUNICATION
I value the speaker in Group discussion and listen to them, and respond to
them even I don't agree.
I am able to explain new concept to peoples with confidence.
I contribute new ideas and my opinions, suggestions in a group discussion.
I ask follow up questions to speaker after their explanation completed.
I confidently give presentation to my co workers and peers.
WRITTEN COMMUNICATION
I can write for my subject in a right academic style.
I know correct format for letters (formal) and documents(CV, covering
letters).
I can write notes from presentation, lectures.
I know what is plagiarism and know how to avoid it.
I use appropriate source to make my argument unbeatable.
For better communication of ideas I can structure a task in paragraph.
I assure my work has no punctual, grammatical and spelling errors before
submission.
READING
I make easy notes while searching for assignment or project topics.
I can make highlighting points and use examples and references to support
my argument.
I gather information by variety of books, internet and journals.
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First I think about topic and then start searching and read it.
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NUMERACY
I have statistical and numerical skills to succeed in my assignment.
I can interpret charts, graph, tables and diagrams.
SWOT Analysis
Strengths
 Manages time effectively
I being an HR manager of Travelodge able to manage time effectively as well as punctual. This
helps Travelodge to provide productive services.
 Sort the work to avoid confusion
I am able to manage work by writing down in diaries which help him to highlight the key dates
and appointments. By this, I am able to manage my work properly (Gómez, and García,2016).
 Helping hand
Being a HR manager I need to help and support the problems of other peoples. In Travelodge I
provide suggestions to solve their problems.
 Respect others
I respect every human and follows this attribute in group discussion too. During GD, I carefully
listen to speaker.
 Promote innovation
I promote various innovative ideas, suggestions to the Travelodge for their growth and success.
 Writing skills are excellent
Mine writing skills are my strength. I write formal letters in behalf of Travelodge and therefore, I
am quite expressive and able to impress others with my writing.
 Statistical skills
I am also good at making charts, diagrams and tables. In Travelodge I usually manage to make
growth chart and other relevant statistics.
Weaknesses
 Lack of awareness
Yet I am good at every possible skills in which a HR manager should have but I am not aware
about with whom I can take help in Travelodge hotel. Which is a weakness of mine and thus
need to improve it.
 Lack in problem solving skills
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I am able to solve various problems of other people but at some point I am fail to do so. Because
I am not able to segregate problem into simple parts and also can't able to convey my ideas and
suggestions to them.
 Do not prefer follow up questions
I usually don't ask questions to speaker after their explanation. This can be characterised as a
weakness of mine.
 Ineffective communication
As I am not able to convey my ideas to others. Therefore, Mine communication skills are not
very effective which lacks by progress.
Opportunities
 Career growth
I have not set my target career yet. But if I set my target and work accordingly then I will surely
contribute to the growth of Travelodge (Pokorný,2015). I can use this factor as an opportunity
and can work on it to achieve growth.
 Leadership
Travelodge need a leadership quality personnel. I can improve my quality of Leadership which
help mine career to grow towards another phase.
Threats
 Co-workers and peers
The peers of Travelodge is mine greatest threat because they always look for the opportunities to
find errors and complaints regarding my work. I always need to be attentive for overcoming this
threat.
The Best development approach for a HR manger
Justification regarding the approaches discussed above.
SWOT analysis is the best approach in my viewpoint.
 Addresses weaknesses
SWOT analysis helps an individual to address their weaknesses which help them to overcome it
(Witchayakawin,2018). By identifying one's weakness and improvements regarding it can help a
person to be productive and effective.
 Already Prepared for threat
SWOT analysis prepare an individual towards threat that could affect its functioning. Individual
can prepare themselves for better precautionary measures to overcome these threats.
 Gain through opportunities
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Opportunities are way to effective working by which, if utilised properly can lead to one's
success. Individual gain the opportunities and manage their skills accordingly to achieve success.
 Develop goals and strategies to achieve them
By analysing skills of any individual by SWOT helps them to focus towards goals and they can
make strategies regarding it. So, that they can achieve them effectively.
 Better analysis of skills
By SWOT analysis individual know himself better than before. They think about themselves in
all these respect and this help them to know their attributes (Zhang, and Cobanoglu, 2018). They
can overcome their weaknesses and be more productive and effective employee.
PART B
Development plan
Personal and professional development plan
Skills needed to develop How to develop? Time frame
Awareness in the company
I will work to gain knowledge and look forward for
the personnel who have the authority to help me in
my task. I will also try to figure out what are the
expectations of Travelodge.
1 week
Problem solving skills
I will develop my problem solving skills by
following different methods and will try to give the
best possible suggestions to other people. I will also
become an active listener and ask my mentor for
more advises.
3 months
Follow up questions
I will improve my listening skills and ask my doubts
to speaker in group discussion. I will ask them
questions after the completion of their explanation so
that they may not get interrupt.
3 months
Communication skills
As I am good at writing but I will try to improve my
oral skills too. I will attend various lectures, do
assignment and presentation to improve my skills.
Also, I will work on my explanation technique so that
I can able to make understand my ideas and
suggestions to my peers.
5 months
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PART C
Critical reflection of interview process
I have applied for Human Resource Manager job position in Travelodge Hotels Limited last
month. First of all the persons are assembled in a hall for a seminar after which all the people
move in different rooms for interview process. Prior to interview I have gone through all the
materials related with human resource course so that, I can answer each and every question that
could be asked by the panel of interviews. As entered the room I fell panic and uncomfortable.
After ten minutes have passed, the interview process was started. I give answers of starting 3-4
questions with confidence. But, later on I was not able to give the answers of further questions. I
felt that, I don't know the format of interview before it has started. I have realized that, my
communication skill while answering the questions was good. But, if I have prepared more and
better for the interview then, I could give the answers of all the questions.
CONCLUSION
This report was all about hospitality management which were explained by taking Travelodge
hotel of UK. The report was started with a brief overview of Hotel Travelodge and roles of
personal and professional development of manager. After that their importance of development
were explained. Then learning theories were discussed and evaluate various approaches of
current skills and abilities. Justification of these approaches were also covered. Then a
development plan was formulated. At last reflection of interview and abilities needed during
interview were discussed in the report.
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REFERENCES
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pp.39-72.
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empírica Factoring Bancolombia. Revista ESPACIOS| Vol. 37 (Nº 28) Año 2016.
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Engagement Terhadap Kepuasan Kerja Dan Turn Over Intention Di Swiss-belinn Surabaya.
Jurnal Hospitality dan Manajemen Jasa. 3(1). pp.141-152.
Kurniawan, D.A.A., Karenila, K. and Jokom, R., 2017. Analisa Pengaruh Lingkungan
Fisik Terhadap Niat Berperilaku Melalui Emosi Konsumen Di Domicile Kitchen & Lounge
Surabaya. Jurnal Hospitality dan Manajemen Jasa. 5(1). pp.111-123.
Mustapen, R.N. and Rahman, A.A., 2017. Greening the Service Delivery Process in Food
Service Sector. International Journal of Academic Research in Business and Social Sciences.
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Pokorný, T., 2015. Adrenalinové sporty, jejich význam pro cestovní ruch, manuál pro
nadšence adrenalinových sportů v dané destinaci (Doctoral dissertation, Vysoká škola hotelová
v Praze).
Proctor, D., Dunne, G. and Flanagan, S., 2018. In league? Destination marketing
organisations and football clubs in the virtual space. Journal of Sport & Tourism. 22(4). pp.333-
348.
Witchayakawin, P., 2018. Hospitality and Tourism Impact in Koh Yao Yai, Pang-Nga,
Thailand Toward Perspective of Tourists and Locals. Journal of Management Science Chiangrai
Rajabhat University. 13(2). pp.125-138.
Zhang, T. and Cobanoglu, C., 2018. The global conference on business, hospitality and
tourism research 2018. Anatolia, pp.1-3.
ZHAO, P. and LIU, H., 2016. A Case Study of Hot Springs Service Quality Based on
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Online
Kolb's Learning Styles. 2016. [Online] Available Through:
<https://manufacturingstories.com/kolbs-learning-styles-and-experiential-learning-cycle-simply-
psychology/>
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