Skills and Competencies for a Hotel Supervisor Job Role

This report explores the professional identity and practice required for a hotel supervisor role, focusing on the benefits of ongoing professional development, essential skills and competencies, and personal development strategies. It includes a SWOT analysis to evaluate personal strengths and weaknesses, reviews different learning theories, and proposes a mentorship program to enhance professional capabilities. The report also covers the importance of communication, interpersonal, and leadership skills, and critically evaluates personal skills against employer expectations. A personal development plan with SMART goals is outlined, underpinned by relevant learning theories. Furthermore, the report includes an interview transcript with self-reflection, evaluating the interview process, challenges, and abilities. The goal is to provide a comprehensive overview of the skills, competencies, and development strategies necessary for success as a hotel supervisor, with a focus on Marriott Hotel standards.

Professional Identity and
Practice

TABLE OF CONTENT
1.INTRODUCTION........................................................................................................................3
PART 1............................................................................................................................................3
2. Benefits and importance of undertaking ongoing professional and personal development and
enhancing career prospects..........................................................................................................3
3. Investigation into the skills and competences expected by the employer for hotel supervisor
......................................................................................................................................................4
4. Evaluation of own abilities, skills and competences for the hotel supervisor.........................5
5. Reviewing the range of different theories and approaches used for personal and professional
development.................................................................................................................................6
6. Considerations to the best development approaches to enhance own professional and
personal development..................................................................................................................7
7. Evaluating the importance of professional development and associated professional skills
requirements.................................................................................................................................8
8. Evaluating of own skills and the most appropriate developmental approach to improve
personal and professional skills for job role................................................................................8
9. Critically evaluating own skills to meet the employer expectation of professional skills
required for employment within a job role..................................................................................8
10. Personal Development plan...................................................................................................8
11. Underpinning learning and development theory..................................................................10
12. Targets, strategies and outcomes of learning and training...................................................10
PART 2 .........................................................................................................................................10
13. Interview transcript and self reflection................................................................................10
Reviewing the key strengths and weaknesses of an applied interview process. ......................11
Evaluating a job interview process and the challenges to overcome.........................................12
critical reflection of an interview process and abilities.............................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

1.INTRODUCTION
Professional identity refers to the knowledge, values, attitudes and shared with the
persons in the professional group. Marriott Hotel is the multinational company that operates
franchises and licences which includes hotels and residential. This report outline the benefits and
importance of undertake ongoing professional development and investigation of skills and
competences by the employer for job. Further, this report will outline the own abilities, skills and
competences and different learning theories and approaches used for personal and professional
development. At last this report will outline the development plan to enhance the chosen skills
and competences within the specific work.
PART 1
2.Benefits and importance of undertaking ongoing professional and personal development and
enhancing career prospects
Ongoing professional development is the process of developing, maintaining and
enhancing the professional skills. These skills are developed through providing training, courses
or on-the job training by watching other employees (Yumatov and et.al., 2017). These skills are
used to describe the learning activities which helps the person to enhance and develop their
abilities in their work. The benefits and importance of ongoing profession and professional
development are as follows:
1. Increases Retention: The company must provide good training and development
programmes to their employees which helps to increase the abilities of the
employee in the organization. Ongoing professional helps the employee to retain
more which leaning and doing jobs.
2. Builds confidence and credibility: As the organization requires skills workers
with great abilities. So they must have ongoing professional and personal
development in order to enhance their career in their doing job.
3. Make succession planning easier: ongoing development programmes are the
great tool for providing training to the leaders in the organization (8 Skills hotel
mangers should have, 2021). Rather than recruiting the outside workers company
must train their employees by providing them professional development
programmes.

4. Improved efficiency: By providing ongoing professional and personal
development it makes the employees efficient in their work which increases the
profitability of the organization.
It is very important for the organization to undertake the ongoing professional and
professional development which makes their staff and managers efficient and effective in their
work. It increases the confidence of the staff by enhancing the performance and it also enhances
their career by getting training and development plan programmes.
3.Investigation into the skills and competences expected by the employer for hotel supervisor
The skills and competences expected by the employer for the hotel supervisor are as
follows:
Communication skills: Hotel supervisors are basically responsible for maintaining the
problems and safety of their guest in their hospitality (Segovia-Pérez and et.al., 2019). As
supervisors of the hotel are considered as the public face of the hospitality, so they must have
good communication skills in order to fulfil the requirements of their jobs.
Interpersonal skills: These skills is the big part in order to have the effective
communicator. It is the duty of the supervisor to keep their guest and staff happy. Besides this
the good supervisor should maintain the integrity, professionalism, patience and understanding
with their staff and guests.
Detail oriented: The hotel supervisor must have every detail knowledge about the safety
and health concerns about their guest. Being so detail oriented is the big and important task for
the supervisor. They have to constantly verify that the organization is meeting with the planned
goal or not.
Leadership: The hotel supervisor should have strong team leaders which makes the staff
to listen and do work according to them. From maintaining the staff to the maintain the
requirements of the guest the supervisor has lots of work, so he must be the good leader in order
to maintain the whole work.
Financial Management: The supervisors of the hotel must have god finance
management, must have ability to read the finance reports and should understand that reports. It
maintains the cash deposits and bank transaction of the hospitality, so they must be very effective
in order to understand the finance of the organization.

Team Building: It is very important for the supervisor to have good team building with
their guests. A good supervisor mus have employee-guest relationships which increases the
productivity and guest's experience.
4.Evaluation of own abilities, skills and competences for the hotel supervisor
For evaluating the role of the hotel supervisor it can be done through by having the
SWOT analysis of own abilities, skills and competences (Kaushal and Srivastava, 2021). The
SWOT includes the strengths, weaknesses, opportunities and threats that the supervisor may face
in the Marriott.
Strengths
It includes the good points of the person
engage in working. As the hotel supervisor I
have a strength that I can handle the large
number of clients.
I can directly deal with the problems faced by
the guest and employees in the organization.
Weaknesses
Managing the large number of suppliers from
different countries is the difficult task for me.
Sometimes not prepared for the sudden
requirements of the clients.
My financial aspects are not so strong as the
hotel supervisor should have.
Opportunities
Managing the best hotel of the country which
provides me an opportunity to learn new things
in the organization.
Helps me to gain more knowledge about the
micro-environment.
Threats
The increase in the number of different
competitors is the big threat for me to mange
the profitability of the organization.
Big five personality test tool:

Big five personality test is the tools for self-evaluating the personality in the hospitality
sector. It helps the person to know about themselves in order to mange the work and talk with the
guest in the chosen hospitality (Johnson, 2020). This below is the result of the factors which
describes the personality of hotel supervisor:
This screenshot shows the results of various question answered which shows that on the
top I ma very extroversion, another factor that is emotional stability that score percentile is 93
which sows I m very emotional. Further this shows the agreeableness that is 51 percentiles,
contentiousness have large score percentile that is 93 percent and last it shows my imagination in
order to enhance that is also good which is 84 percentiles. This shows I am very emotional which
I have to improve in order to do my work best.
5.Reviewing the range of different theories and approaches used for personal and professional
development
There are different theories used for personal and professional development for the hotel
supervisor are as follows:
Learning from own practices and beliefs: It is necessary to learn with the own learning
and practices. Individuals learning and perceptions are necessary to build which makes the
person to increase their knowledge (Efremova, 2017). The staff of the hospitality must learn
from their own drawbacks and beliefs which helps them to grow in the organization.
Learning by actively reflecting: The person must reflect their practices and beliefs in
order to check whether they are going right or not. They must be very active in their work by
reflecting which helps the employee to improve by changing and adapting the new practices.
Learning through observation and feedback: Learning through observation is the crucial
part in order to be the best employee. The supervisor must observe the things happening in the
hotel and takes the feedbacks from the guest in the organization.

Approaches used for personal and professional development are as follows:
There are different approaches that are used to develop the which includes the coaching,
consultation, mentoring, reflective supervision.
Coaching: By providing coaching to the employees it enhances the abilities. There should
be good coach in order to give coaching to the employees in the organization.
Mentoring: By providing the mentoring programmes to the employees it enhances the
personal and professional development. It makes the employees more active by learning through
personal experience.
Consultation: by providing the consultation to the employees it makes them more active
and enhances their learning power. It makes to learn from the expertise and makes them to
develop their personal development.
6.Considerations to the best development approaches to enhance own professional and personal
development
The best development approach is the mentorship programme that hotel supervisor
should attend in order to make themselves more active and innovative in their work (Su, Feng
and Hsu, 2018). Mentorship is the relationship between the people having the same goal towards
their organization. The hotel supervisor must have good mentor in order to develop their
personal capabilities and experiences.
It makes the person to grow and become the best in yourself and develop their learning
power. This approach includes the mentoring programmes which includes the new way of
thinking about the organization, to make some changes by having the personal experience, etc.
The hotel supervisor must supervise the challenges of the organization which makes them to
increase their personal and professional development.
7. Evaluating the importance of professional development and associated professional skills
requirements.
Marriott hotel supervisors have good communication skills in order to fulfil the customer
satisfaction level and employees performance. The basic duty of supervisor is to keep their guest
happy and staff members motivated. The hotel supervisor have maintained professionalism and
integrity in order to satisfy their guest by providing them quality service. With the proper
detailed information about customer trend and safety measurement, Marriott hotel manager have

effectively performed its leadership skills. The supervisor of the hotel believe in team work and
managing financial records in order to increase productivity of the business.
8. Evaluating of own skills and the most appropriate developmental approach to improve
personal and professional skills for job role
It is important to learn from own practices, learning sessions and experiences. Hotel
supervisor needs to learn skills whether it is personal or professional in order to build knowledge
level about customer satisfaction, preferences and trends. The Marriott hotel team members and
managers learn from their own strengths and weaknesses which helps them to grow in the
hospitality industry. The supervisor basic role is to guide staff member about their role such as
guest satisfaction, registration and quality service. So, the manager needs to observe the things
and behaviour of staff and also collect feedback from the guest regarding services the company
provide. By adopting consultation, mentorship and coaching, manager of the company develop
their personal and professional skills.
9. Critically evaluating own skills to meet the employer expectation of professional skills
required for employment within a job role.
The role of Marriott hotel supervisor requires, team management skills, time management
skills, financial management and leadership skills. Other professional skills such as adaptability
skills, make strategic decisions, handling organizational culture skills, problem solving need to
develop to meet employer's expectation within a hotel supervisor job role.
10. Personal Development plan.
Current skills used in
personal and
professional plan
Goals
personal/professional
development plan use
(SMART goals)
Indicate how you
have monitored your
progress.
Evaluate the
effectiveness of your
personal
development plan
Time management
skills
Short term goals(3
months)
By planning time
ahead, setting a time
limit and make goal
tracking in order to
complete a task.
It will be helpful for
effective team work
and completing task
on time.
Lack of self- Medium term goals (6 Always noticed the With the help of

confidence and
motivation
months) negative and positive
aspects around and
conversations that is
happening in front of
you.
Making your standard
and set desired target
on regular basis will
be helpful and Be
around positive
environment.
training and
development on
personality
development
performance and
productivity can be
improved.
Financial management
skills
Long term goals(1
year)
Strategic skills such as
industry knowledge
can be improved to
solve financial
problems.
Financial records is
Beneficial to current
and future job role.
Training and learning courses undertaken
Training course
undertaken
Date venue Main learning
undertaken/ new
skills developed
New hire orientation
program
10/07/21 Courtyard by Marriott
London city airport
Policy managing team
and handling booking
and Developing
professional skills.
Core management
training program for
managers
01 September 2021 Marriott hotel UK Customer service and
online marketing.
Food hygiene
standards and rules.

11. Underpinning learning and development theory.
The Marriott hotel supervisor adopts mentorship programme to improve their work
effectively with the help of innovative ideas. They are adopting learning and development theory
to improve personal experiences and capabilities. It will ultimately develop the learning capacity
and understand how to make changes in decisions. The hotel supervisor guide their staff
members to deal with challenges which make is helpful to increase professional and personal
development.
12. Targets, strategies and outcomes of learning and training
Strategies, goals and its outcomes of learning and training should be measured by skills,
values and knowledge level of the person. It is more focused on the work performance rather
than traditional methods used to complete task (Bernacki and et.al., 2021). The major goals of
training and development is to improve the behaviour of person which helps them to work better
and increase positive attitudes towards their task.
PART 2
13. Interview transcript and self reflection.
Post- Hotel supervisor
Interviewer- Head HR of Marriott hotel UK
Interviewee- hotel management student
(start of interview)
Interviewer- Hello, good morning. Particularly in regard to hotel management techniques, what
do you know about hospitality work performance?
Interviewee- sir, customer satisfaction plays a vital role in hotel management study. So, it is
important to monitor the work performance in order to plan the work flow for the customer
service. Boosting employee performance and industry awareness related to product and service
or customer trend is the major role of hotel managers.
Interviewer- what do you think the duties and roles of this job are ? Can you provide brief on
responsibilities of hotel supervisor.
Interviewee- yes sir, I can provide brief on roles and responsibilities of hotel supervisor. They
supervise and guide employees about their duties or activities such as customer service, dining,
guest registration and other hospitality duties. Supervisor delegate tasks to staff members and

train the receptionist in hotel standards, guest service and educate them how to behave in front of
guest.
Interviewer- what are the best skills, or characteristics, for hotel supervisor to have ?
Interviewee- For every job, skills, knowledge and positive attitudes towards work is necessary.
Various crucial skills that every hotel supervisor should have: excellent interpersonal skills,
communication skills, deep knowledge of customer trends and preferences, team building,
removing conflict between staff members, leadership skills, financial and operational knowledge.
Interviewer- what can a person do to improve their skills ?
Interviewee- The first thing is to overcome fear of failure as this can demotivate people and
negatively impact productivity. Secondly, the person should adopt few good habits like : reading,
learning and observing as it can expand knowledge level and develop vocabulary. After that, an
individual needs to determine the weakness and strengths so that he can work on hard and soft
skills. Attending professional events, meetings and workshops can improve communication skills
and personality.
Interviewer- what would you say are your strengths and weaknesses?
Interviewee- My strengths are I can handle the large number of clients and provide them
effective customer services as per their preferences. Along with that I can deal with the issues
faced by guest related to hospitality and I can maintain collaboration between staff members with
the help of my leadership skills. My financial aspects are not so strong, this is the biggest
challenge I am facing right now, so I need to work on that.
Interviewer- Thanks for your time.
Interviewee- welcome, sir.
Reviewing the key strengths and weaknesses of an applied interview process.
In the current interview, the process of interview has been selected is face-to-face
interview between head HR of Marriott hotel and hotel management student for the post of hotel
supervisor.
Strengths- The major strength of this interview is the presence of interviewee which make the
interview process easy to understand. The interview process has ability to control interactions
and better response from interviewee and interviewer (what are your strengths and weaknesses,
2021). Facial expression and body language of both the parties can be clearly understood
identifying the attitudes and personality.

Weaknesses- The major drawback of face-to-face interview is : it limits the various type of
questions that can be asked in order to get effective response rate. Face-to-face interview
requires more time to hire right candidate for the organization.
Evaluating a job interview process and the challenges to overcome.
Face-to-face interview process is a process for recruiting new staff members for
company. Firstly, the interviewer schedule interview process, second step is to conduct
preliminary interviews with basic questions, third step is to conduct personal interviews, final
step is to follow up with right candidate for company and recruit them as per their experience,
qualification, education and skills.
Interviews with more than one interviewer is the challenge because different people will ask
difficult questions at a time and this can create confusion. Due to this, interviewee give improper
answer and create negative impact on interviewer. Another challenge, sometimes toxic people
create negative environment and stress in the interview room, So, this should be avoided at all
costs in order to avoid problems.
critical reflection of an interview process and abilities.
By analysing the report it is noted that communication skills is important to successful
interview. During the interview process, I have learned that self-confidence is must in face-to-
face interview. At first, I was nervous to give answer because this was my first interview and it
was pleasant meeting head HR of the company. Overall my experience was wonderful and I have
learned a lot from interview process. There were many skills such as financial management
skills, time management skills, listening skills and communication skills, I was lacking but now I
am sure I can crack any interview with the help of my hard and soft skills.
CONCLUSION
From the above study it is summarized that the benefits and importance of undertake
ongoing professional development and investigation of skills and competences by the employer
for job. Further, this report describes the own abilities, skills and competences and different
learning theories and approaches used for personal and professional development. At last this
report has evaluated the development plan to enhance the chosen skills and competences within
the specific job role and work.