Hospitality: Professional Identity, Practice & Development Plan

This report provides a comprehensive analysis of professional identity and practice within the hospitality industry, specifically focusing on The Grand Brighton. It examines the key benefits of ongoing professional development for various stakeholders, including owners, employees, suppliers, and consumers, highlighting its impact on addressing weaknesses, ensuring consistency, improving productivity, and enhancing credibility. The report assesses professional development from an employer's perspective, emphasizing the importance of skills such as communication, self-management, critical thinking, and leadership. Furthermore, it includes a self-assessment of skills and competencies for the role of front office manager, identifying strengths, weaknesses, opportunities, and threats. The report also reviews relevant learning theories and approaches used in personal and professional development, culminating in a detailed development plan for the front office manager position, along with a reflection on an interview role play conducted for the same job role. This document is available on Desklib, a platform offering a wide range of study tools and resources for students.

Professional
Identity &
Practice
Contents

INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Key benefits for on-going professional development for different stakeholders in The grand
Brighton..................................................................................................................................1
Assessment of on-going professional development from the perspective of an employer....3
Professional employer expectations of skills and competencies in The grand Brighton.......3
Assessment of own benefits skills and competencies for job role of front office manager...4
Review of learning theories and approaches used in personal and professional development6
Detailed development plan.....................................................................................................7
CONCLUSION..............................................................................................................................12
Interview Role Play Reflection......................................................................................................13
Review your strengths and weaknesses during the role play process..................................13
Obstacles and challenges faced during the interview role play process...............................14
Overcoming the challenges and obstacles during the role play process..............................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Business in the hospitality industry offer employees opportunities for professional
development in order to build talented workforce. Seeking and participating in continuous
professional development is important for employees from every department in the hospitality
industry because it helps the employees update their skills with changing requirements. This
report looks at the significant of on-going professional development for stakeholders of The
Grand Brighton. In addition to this evaluation of own competencies and learning approaches is
completed in this report. A detailed professional development plan for the job role of front office
manager along with analysis of role play interview for same job role.
Company Overview: The Grand Brighton is a luxury Hotel located in Sussex at
Brighton's iconic seafront. The Hotel offers different amenities including Wi-fi and Egyptian
cotton linen bed sheets. The Hotel first opened in July of 1864 and has remained a landmark
building of the region. The Hotel has hosted many celebrity guest including riyal family and
international musicians such as ABBA (About Us, 2022).
MAIN BODY
Key benefits for on-going professional development for different stakeholders in The grand
Brighton
On-going professional development is defined as the procedure which centres around
regular action for developing maintaining and documentation of professional development. The
aim of on-going professional development is to offer individuals an extensive view of their
professional skills and competencies so that action can be taken to enhance their proficient
competencies and improve areas which are weaker in comparison (Zhang, Admiraal and Saab,
2021). On-going professional development supports business create talented workforce which is
capable for handling various crises.
The Grand Brighton is able to develop a workforce which is dedicated to attaining
organizational development and face various challenges caused by external environment changes
by adopting continuous professional development. In case of personal progress, participating and
initiating continuous professional development for own job role helps employees focus on
achieving their career objectives in a timely manner. The main stakeholder of the The Grand
Brighton are the owners of the company which is the Whittington investment. In addition to this,
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the employees, suppliers and consumers are also significant stakeholders. The importance of on-
going professional development from perspectives of different stakeholders is provided below: Helps address weakness: Continuous professional development enhances employee
performance so that weak areas in terms of workforce capabilities can be identified and
addressed in a practical manner (Bugti, Umair and Basharat, 2021). This is suitable for
investors and employees as it creates a better working environment and supports
attainment of company goals. In terms of consumers removal of company weaknesses
helps them gain better services. This aspect of on-going professional development is
beneficial for the suppliers as it creates relationships between suppliers and The Grand
Brighton. Provides consistency: Regular professional development provides the company
consistency in terms of performance and quality of business operations as employee gaps
are evaluated and eliminated. This is advantageous for employees as they are able to offer
high quality performance while the investors gain consistency in terms of profit.
Continuous professional development is beneficial for suppliers as it offers consistency
while dealing with the company regardless of external environment changes while the
consumers gain the benefit of consistence hospitality service offered by The Grand
Brighton. Improved productivity and efficiency: Employees at The Grand Brighton are able to
enhance their output through on-going professional development. This has positive
impact on investors and consumers as they get better profits and services. In terms of
suppliers better employee productivity leads to better collaboration between suppliers and
The Grand Brighton which serves in the best interests of suppliers and the company.
 Better credibility and confidence: Different performance areas of The Grand Brighton
are positively affected because of on-going professional development of employees
which increases brand credibility and consumer confidence (Atiku, 2021). This is
beneficial for investors as it leads to higher brand equity. Employees of the firm gain
advantage of working with reputed organization. Suppliers of The Grand Brighton gains
the benefit of working with a company with industry credibility.
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Assessment of on-going professional development from the perspective of an employer
On-going professional development lays a crucial role in helping employees of different
department achieve their highest potential in their profession (Kasimov and Muzaffarovna,
2021). This is because on-going professional development motivates employees to take
immediate action for eliminating their weaknesses while also helping them learn new skills. In
this way employees at The Grand Brighton gain support from on-going professional
development to achieve their career objectives.
Hospitality establishments are able to develop a positive brand identity by engaging in
on-going professional development as it has positive impact on employee morale. Highly
motivated employees create satisfied consumers and dedicated workforce which leads to creation
of positive brand identity. The Grand Brighton is able to create a positive brand image with the
help of continuous professional development.
The development of a system which contributes to continuous professional development
of every individual employees makes employees feel valued at the company. In addition to this
employees envision their future with the company as their career ambitions are attained with the
help of CPD provided by the company. Continuous professional development offered by The
Grand Brighton leads to higher employee retention as they feel valued and are able to achieve
their career goals with the company.
Employees gain additional value of reflection while participating in continuous
professional development programmes because they are able to identify their weaknesses and
strengths in relation to their job role (Adegbola and et. al., 2021). This helps them take action to
make positive contribution to organizational success and become more associated with company
growth. In this way The Grand Brighton is able to create dedicated employees with the help of
continuous professional development who gain satisfaction and value from company success.
Professional employer expectations of skills and competencies in The grand Brighton
Hospitality businesses expect employees to have proficiency in certain set of skills which
is essential for completing hospitality operations. The Grand Brighton also has certain employer
expectations which support the organization in attaining business objectives and constructing a
strong workforce. The main employer expectations of skills and competencies by The Grand
Brighton are explained below:
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 Communication: This is an important skill needed specifically by employees working in
the front office department. Verbal as well as written communication skills are covered in
this competency (Di Giampaolo and et. al.., 2021). Proficiency in communication skills is
required by The Grand Brighton because effective communication skills help employees
set up positive interactions with consumers. Effective communication skills also support
better coordination between staff members which is essential for maintaining high
productivity and offer exceptional hospitality services. Self-management and personal wellness: The area of self-management looks at the
ability of individuals to regulate and control their actions, thoughts, behaviours and
feelings according to different circumstances in order to gain the best results. In case of
professional practice self-management is required by employers because it motivates
employees to take up responsibility and promotes accountability at the company. The
Grand Brighton has employer expectations for elf management skills because it creates
focused employees and lowers internal conflicts. Critical thinking: This competency refers to the process of using available information
and evaluating it effectively to support informed decision making. Proficiency in critical
thinking is an employer expectation in the hospitality industry because employers face
various challenges while dealing with employees and critical thinking skills help them
make the best decision for the company. The respective hospitality establishment expects
high level critical thinking skills from employees as it helps them provide effective
services to consumers.
 Leadership: The main goal of every staff member in the hospitality industry is to exceed
expectations and needs of guests (Park and Kim, 2021). The level of leadership
competency plays an important role in achieving this goal. It is important for employees
to develop leadership skills as it supports providing better value to the consumer.
Assessment of own benefits skills and competencies for job role of front office manager
Strengths Weaknesses
 My effective communication skills in
case of both written as well as verbal
communication are strengths. I am able
 I have weak technological knowledge
and I am not aware of the latest
systems and programmes which can be
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to communicate my opinion and
thoughts to others in a professional and
calm manner. Communication skills are
needed by front office manager because
it helps maintain guest records and
understand guest requirements.
 My ability to effectively manage my
time and activities in a responsible
manner and complete various
professional and personal objectives as
per given time is a strength. The ability
of self- management is crucial for
succeeding as a front office manager
because it helps manage the stress at
front desk during holiday seasons and
offer each consumer satisfactory
services (Otache, Edopkolor and Okolie,
2021).
used as a front office manager. This
weakness can harm my career
development for the profession for
front office manager because
technological knowledge is needed to
maintain guest record and effectively
communicate with other departments
in the Hotel.
 My critical thinking skills are
ineffective as I am not able to evaluate
problems from different perspectives.
This stops me from making informed
decision during crucial situations. This
weakness and to be resolved quickly so
that my decision making ability for the
role of front office manager is
excellent.
Opportunities Threats
 Front office managers need to have
skills which help them become better
leader. Leadership skills such as
attention to detail, motivational ability
and confidence are needed not only for
effectively collaborating with other staff
but also helps ensure that each
individual consumer is satisfied with
their stay (Kwok and Muñiz, 2021). I
have the opportunity to enhance my
leadership skill by participating in
 The hospitality industry faces high
level of competition in the labour
market for front office positions i
extremely high. This is because
international as well as regional
candidates are competing for gaining
recruitment in few selected reputed
establishments such as The Grand
Brighton. This introduces the threat of
low vacancies present at the position of
front office manager in well-
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leadership development seminars and
learning about leadership theories.
 Seeking and completing various online
courses to improve credentials to reach
the profession of front desk manager is a
good opportunity. This is because it
offers learning experience, credentials
and professional development needed to
achieve career goals.
established hotel organizations. I need
to improve my skill set and credentials
so that I am able to face the threat of
high competition.
 The work load given to front desk
manager is quite hectic. This can result
in burnout and high stress which is
threat to maintaining proper work-life
balance.
From the above SWOT analysis it is determined that the primary skills needed for the job
role of front desk manager are communication skills, leadership skills, technological knowledge.
self-management skills and critical thinking skills. I have effective communication and self-
management skill which can support professional development in the field of front office
management. Leadership skill development is an opportunity for facilitating career development
for the job role of front desk professional. This is because front desk managers have to supervise
front desk junior staff and also collaborate with other departments in order to support effective
functioning of various Hotel operations (Schwepker Jr and Dimitriou, 2021). Technological
knowledge is a required competency for front office manager because it the manger timely
complete various duties and responsibility. Finally critical thinking skills are also needed for
gaining employability at the role of front desk manager because it supports better decision-
making which leads to better consumer service.
Review of learning theories and approaches used in personal and professional development
Behaviourist approach to professional and personal development
This approach states that behaviours are learned through interaction with the external
environment. Observable behaviour and external stimuli is needed for learning. The behaviourist
approaches are reviewed below:
Classical Conditioning: Two stimuli are linked together to produce a new learned response. The
advantage of this approach is that it reinforces desired behaviour (Mulenga and Mwanza, 2019).
The disadvantage of this approach is that it does not account free will. This approach can be used
to improve technological knowledge as it reinforces specific knowledge.
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Operant Conditioning: Rewards and punishments are given to promote specific behaviour. The
advantage is that it promotes learning through real-life simulations while the disadvantage is that
it can lead to manipulation. This approach can help enhance critical thinking skills as it promotes
learning through rewards which can make critical thinking a common habit.
Observant learning: Here the target behaviour is learned, memorized and mimicked. The
advantage of this learning is that it is simple while the disadvantage is that it is not applicable in
every situation. This approach can help enhance leadership skills as leadership qualities can be
adopted by observing senior successful leaders.
Cognitivist approach to professional and personal development
Cognitivist approach to learning extends beyond individual behaviour and focuses on the mental
process of learning
Henry Mumford: learning style preference
 Activist: Experience and practical action is taken for learning in this preference.
Leadership skills can be improved through adoption of activist learning style as it
involves depending on experience in the field.
 Theorist: This preference focuses on using textural knowledge and theory. Technological
knowledge can be improved through the usage of theorist behaviour.
 Pragmatist: Individuals with the pragmatist learning style put lean new behaviours by
putting the theory into practice and understanding the real world implications of the
theory (Orcajada Muñoz, and et. al., 2020). This preference style can be used for
enhancing critical thinking skills because as it helps make critical thinking into habit
through practical application.
 Reflector: Observation and thinking are the primary tools used for learning in this
preference. Observing others interviews and reflecting on own behaviour during
interviews can help make effective preparation for job interviews of front desk manager.
Detailed development plan
Professional development process for the job role of front desk manager
The employee development process which can be adopted for improving skills and
competencies in relation to the job role of front desk manager are provided below:
Step 1: Defining career goals: The first step involves looking at the main career
ambitions and determining the key goals which can support attainment of the career ambition
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(Abdumannotova, 2021). The career ambition is to attain the position of front desk manager at
the Grand Brighton. The key goals which can support attainment of this career objectives are to
improve critical thinking skills, to gain knowledge of front desk software and technologies, to
enhance professional credentials and to improve leadership skills.
Step 2: Setting goals: This step involves reviewing current position in relation to the
career goals so that the area which need to be improved can be determined. In case of the career
goals which support attainment of gaining the position of front desk professional at The Grand
Brighton, extensive efforts need to be taken to enhance weaknesses in terms of critical thinking
skills ad technological expertise. In addition to this, there is also need to enhance leadership
abilities to become eligible for front desk manager job role.
Step 3: Taking Inventory: This step focuses on looking a possible options which can
support attainment of the career goals (Legge, 2021). There are various options through skills
and competencies for the front desk manager roles can be enhanced. Online as well as offline
professional development courses can act as a viable option for developing required skills.
Step 4: Defining action steps: In this part of the development process, the aim is to create
attainable action step which can support the employee in their professional development. In case
of professional development for the job role of front desk manager the main action step which
can support attainment of career goals is to look for viable options which can lead to skill
development. In addition to this, it is also important to look for digital portals which can offer
professional courses in hospitality field which can enhance resume for the job role of front desk
manager.
Step 5: Talking with your manger: The fifth stage of the professional development
process introduces manager as the senior manager has to be communicated to determine ways of
monitoring impact of professional development actions on performance. This is an important
step as it helps understand the suitable measurement criteria for attainment of each career goal
and also motivate the employees towards starting their professional development (Uştuk. and De
Costa, 2021). In case of professional development process for the job role of front desk manager,
the primary measurement factors for different objectives will be identified after communicating
with the manger.
Step 6: Measuring success: This step is completed by measuring professional
development and impact on performance to measure the success of the professional development
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process in relation to attainment of career objectives. In case of the professional development
process focusing on improving competencies for the job role of front desk manager, the task of
measuring success of professional development will be completed in collaboration. This is
because it will provide an impartial view of the positive changes in performance made by
professional development process and enhancement in skills to reach the career goal of front
desk manager employment.
Step 7: Getting input and visualizing success: In the last step of the professional
development process (Stylianou and Plakitsi, 2022). The focus is on taking input from different
sources on professional development including peers and senior management so that the current
situation of the employee can be analysed. In addition to this the process of further improvement
is also visualized in collaboration with management to support continuous professional
development. In case of the professional development process initiated for the job role of front
desk manager, input will be take from senior management, employees and consumers to review
betterment in various skills and competencies to reach the job role of front desk manager. In
addition to this the future actions which can continue to support professional development will
be determined and visualized on the basis of the previously gained input.
Developmental plans for the job role of front desk manager
PDP
Professional development plan includes table which depicts the key objective which can
support career development along with the along with actions needed to be taken and the
evaluation parameters for these actions (Tran and et. al., 2021). The professional development
plan for the job role of front desk manager is provided below:
Objective Time
period
Action plan Evaluation parameters
To improve
critical
thinking skills
5
months
The action which needs to be taken
for improving critical thinking
skills is to learn about deductive as
well as inductive reasoning. In
addition to this business acumen in
relation to the hospitality industry
will be improved through
The measurement criteria for the
development of critical thinking
skills is the improvement in ability
to handle consumer complaints in
a practical manner. Consumer
feedback will play a crucial role in
determining improvement in
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experience and daily learning to
make better decisions by analysing
available information as a front
desk manager.
critical thinking silks in a
professional context.
To gain
knowledge of
front desk
software and
technologies
6
months
Online courses which provide
knowledge of hospitality
management software and other
front desk technology can support
improvement in technological
knowledge (Busulwa, Pickering
and Mao, 2022). In addition to this
guidance from other seniors from
the front office management field
can also be used to understand the
ways of adopting to changes on
front desk technology can be made
easier.
The criteria for measuring
improving in technological
literacy and application is to gain
the capability to easily ;leant the
usage of new technologies and
software. The attainment of this
objective can be measured with
the help of managers as they have
better experience with
technologies such as hospitality
management software to
determine level of improvement.
To enhance
professional
credentials
8
months
This career objective can be
attained by enrolling in online as
well as offline professional courses
which offer relevant certification
needed by front desk managers.
The measurement criteria for this
objective is simple as it looks at
timely completion of certification
courses with high grades.
To build
leadership
skills
10
months
Theoretical knowledge on various
leadership theories and leadership
styles need to be enhanced in order
to build leadership skills (Huertas-
Valdivia and et. al., 2021). In
addition to this, building conflict
resolution skills and enhancing
situational awareness also supports
The main criteria for measuring
betterment of the leadership skills
is to look at the ability to deal with
conflicts and challenges. In
addition to this the ability to
motivate and instil confidence
with others is also an important
criteria for checking attainment of
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