Training and Assessment Methods for InterContinental Hotel Group

This report analyzes various training and assessment methods within the hospitality industry, specifically focusing on the InterContinental Hotel Group. It begins with an introduction outlining the importance of training and its impact on employee performance, particularly for hotel receptionists. The report then delves into initial and diagnostic assessment methods, explaining their roles in identifying training needs and evaluating employee strengths and weaknesses. It presents ten different assessment methods, including survey, diagnostic, formative, and summative assessments, detailing their purposes and outcomes. Furthermore, the report explores different communication theories and their impact on training effectiveness. The author also reviews the effectiveness of their own training practices, covering planning, delivery, and assessment strategies to meet the needs of diverse learners. The report concludes with a summary of findings and references, emphasizing the significance of effective training and assessment in the hospitality sector for achieving organizational goals and improving employee skills and customer service.

Project Code
……………………………………………
Is this a First Submission or Second Submission ?

Table of content
1. Introduction ……………………………………………………………………………………………………....3
2. Task 2 - Analysing the role and use of initial and diagnostic assessment…………….…3
3. Task 6 - 10 Different methods of project……………………………………………….………5
4. Task 7 - Different communication theories and their impact………………………….…..10
5. Task 8 - Review the effectiveness of my own practice………………………………….….…15
6. Conclusion……………………………………………………………………………………………………...…16
7. References…………………………………………………………………………………………………….…..17

INTRODUCTION
This report indicates various training methods and also shows about the need of
training in hospitality organization. It reflects various communication theories and impact of
training on performance of an individual. Further, information about the various ways
through which improvement can be done in planning, assessing and delivering is all included
in this.
This report mainly covers about the different methods of assessment along with proper
evidence whether its meet the need of the student. It emphasis about the assessment evidence
that is valid, reliable, sufficient, authentic and current. This report covers about the different
theories of communication along with the impact of learning. It covers about the
effectiveness of own practices in all the areas of inclusive teaching and learning which
involves proper planning, delivering and assessing to meet the individual needs of three
different specific learners.
The main roles and responsibilities that is included in is this report involves inclusive
teaching purpose in order to develop proper planning, delivering and assessing to meet needs
and requirement of different specific learners.
Assessment is the process of observing, measuring and evaluating the learner to
improve their knowledge, potential and qualification. There are different methods of
assessment that is implemented in order requirement of learner which includes survey
method, formative assessment method, diagnostic assessment method, benchmark
assessment method and self evaluation assessment method.
Training is the formal process and systematic modification of behaviour through
learning that occurs as outcome of education, planned experience and development.
In hospitality industry, and in special in the hotel sector, this is a continuous process in order
to achieve the organisation goals, by improving the skills, knowledge and attitude of the
employees.
Training is provided to employees in hotel for immediate improvement to perform best at
their specific job. In order to go beyond and above a guest's expectation every team member
of the hotel group has to learn and improve their customer service skills.
To contribute to the hotel success training is most important aspects as it allows staff to
reach at better position.
This project emphasis on InterContinental Hotel group, different methods of training
assessment. It covers the training that is required in hotel sector and more concern about
hotel receptionist training. It also focuses on different theories of communication and the
impact of learning along with training planning, delivering and assessing.
TASK 4 - Analysing the role and use of initial and diagnostic assessment
Assessment is the process of observing , measuring and evaluating the learner to improve their
knowledge, potential and qualification. It can help to analyze strength and weaknesses with the help of self
assessment. It is also used to make effective judgment about a particular thing or subject matter by assessing
the same.
Initial Assessment is related to brief assessment which is considered at the beginning of a learning
program. In this process individuals get the primary information of the learning in which all the induction
related information is gathered.

Diagnostic assessment is type of pre-assessment which allows the instructor to determine the leaner
knowledge, skills, strength and weaknesses. It is mainly used to evaluate the difficulties that may be faced
by student and than find solutions for the same by providing effective guidance.
I work as a Revenue Manager and trainer in a hotel group from 2010. My job profile
includes providing training of soft skills to the new employees.
During my tenure of a trainer, I have been given a task of provide training to a new
applicants for a job as receptionist in our organisation. In order to provide reliable training, I
decided to use formal structure of training which includes step by step assessment and
learning. In my opinion, it is important to analyse job role first to provide suitable training
sessions. Job profile of a receptionist includes greetings to visitors, problem solving of
clients and transferring of information to superiors for which it is important to train
candidate about soft skills, communication skills and grievances resolution skills.
Training is a two way process, where a trainer provide knowledge and teachings to
candidate and the candidate learns for teacher. This two way process is used to by me to train
the receptionist. In this process of training, there are various roles and responsibilities which
has to be fulfilled by me. Roles and responsibilities which were assigned to me includes
planning the whole process of training and executing it. Another operation responsibilities of
trainer includes developing knowledge and skills of trainees, ensure that organisation is
meeting their needs of workforce requirements and many more. The most important role of a
trainer is to assess the individual training needs and performance of the trainee (Haff and
Triplett, 2015).
There are two steps which are involved in the process of assessment of education and
learning. Assessment enables a trainer to check the adherence of training sessions which are
provided to trainees. Assessment is a process of checking and measuring educational
knowledge which is provided to trainees along with assessing training needs. The first step
or aspect in the process of assessment process is initial assessment. In this step of initial
assessment, needs and requirements of training is identified in order to ensure that learner
can receive suitable training which can cover all their requirements. These requirements are
identified with the help of assessing candidate and assessing job role. For example: In a hotel
organisation, requirements of a receptionist are the skills related to communication. Along
with requirements of receptionist, needs for their job role are also significant to be identified
that are soft tone of candidate, active behaviour, calm resolutions and attractive personality.
By identifying all these requirements of learner and job profile, this step of initial assessment
can be effectively done.
Second step in the process of assessment is diagnostic assessment. It is a pre
assessment which allows a trainer to identify learner's strengths, weaknesses, skills and
knowledge which are already possessed by the learner. This process is used to diagnose
issues of learners which guide in curriculum planning. This assessment step includes a test in
which all the information gained in initial assessment is further assessed to find solutions for
learners’ problems. For example: As a trainer, all problems of receptionist such as difficulty
in handling rude visitors etc. are resolved by ascertaining their strengths and weaknesses.
Both of these steps which are used in the process of assessment are significant to
meeting needs of learners. It helps learners such as receptionist to effectively execute task
assigned to them. Assessment, training and learning helps in meeting individual needs so that
learners can gain all the information required by them. Responsibilities of trainer such as
providing knowledge and skills, planning and execution are also assessed by the process of
education and training assessment. Initial and diagnostic assessment enables an trainer
effectively compete their tasks of teaching and training. Hospitality industry is a growing

sector and in order to train receptionist of these organisation it is important to follow all the
steps and cover aspects mentioned above so that objective of high productivity and effective
personnel can be attained (Moser, 2012).
It is important to meet the needs of the learner because it helps the tutors to make sure that the
learner enters into the learning programs and able to plan the learning goals. And also helps to know about
the strength and weakness of the learner and help them to enhance their skills and knowledge in the
respective areas.
TASK 1 – 10 Different methods of project
Assessment can be defined as the process assessing something and a judgement about
someone or something. It is known as a detailed examination of some specific areas or
factors.
Every hotel aims to serve quality service to their regular customer. Quality service
means serving the customers in an appropriate manner to exceed their expectations,
adding more value to achieve customer satisfaction. In order to deliver best quality services
the staff members at hotel requires to undertake proper training. Training need assessment
can be determined by analysing employee's performance deficiency at hotel services.
Assessment methods deals with different strategies, tools, technique that helps in
collecting data in order to determine the extent of employees at hotel in order to
demonstrate desired learning outcomes. Some of the assessment methods are discussed
below:
Methods Purpose Outcome
Survey Method Survey method helps in providing
essential information employee
status, their actual performance at
workplace and expected
performance. It also allows to
identify the skills and knowledge of
employees for organisation success.
Survey methods helps in designing
appropriate training program
designs with appropriate changes,
alteration, improvement and
expansion.
Survey method is easiest
method to be conducted
by organisation to identify
the employees actual
performance as well as
expected performance.
Moreover, this methods is
easy to practise and helps
in identifying the
competent talent of the
employees in relation
with skills, knowledge and
attitude.
Diagnostic
Assessment
Diagnostic assessment is mainly
concerned about employees
Diagnostic assessment
method allows to identify

Method competent skill analysis. It is mainly
used to identify employees strength
and weakness. Through diagnostic
assessment methods employers are
able to focus on their competent
employees who are performing
excellent at their specific allotted
jobs. Similarly, employers are able to
focus on their average or low
competent employees so that
training programs can be developed
for their skill improvement.
competent skills of
employees that they use
to perform their specific
tasks, roles and
responsibilities at the
workplace. Moreover,
through this method both
kind of employees, those
who are having high
competent or low
competent are identify
and improvements are
made in training
programs.
Formative
Assessment
Method
Formative assessment is a set of
formal and informal assessment
process that is usually used by
managers or trainee in order to
overcome the gap of actual
performance of employee and
expected performance of the
employee. This assessment method
is used during the learning process
in order to modify learning activities
to improve employee attainment.
Formative assessment
method allows managers
to find out the needs of
employees regarding to
training and
development. This
formative assessment
method helps in
modifying the learning
activities and learning
process of employees for
achieving organisation
goals.
Summative
assessment
Formative and summative
assessment methods are
Summative assessment
method is carried out at

Method complementary and they are inter
related to each other. Summative
assessment is usually carried out at
the end of learning or training
process. It is mainly used to
acknowledge, report and record the
performance of employees and their
overall achievement.
the end of training
process. Through this
method reports and
records of employee
performance are
evaluated easily. After
evaluation it is easy to
identify those areas
where employee really
need training programs to
enhance their skills,
abilities and knowledge.
Evaluative
assessment
method
Evaluative assessment method is
mainly concerned about the
overarching performance of proper
arrangements in each department.
As this assessment allows to
evaluate each department
individually. This allows to find out
and analysis training need
assessment.
Evaluation assessment
method allows to
enhance the performance
of employees by focusing
on arrangements of each
department in the
organisation. Through this
method it is easy to
identify training needs
and implement proper
training programs to
develop employee skills
and knowledge to
perform best at their job.
Norm-
referenced
assessment
Norm- referenced assessment is
type of evaluation or test that allows
to find out position of employee in
Norm-reference
assessment are those test
that are mainly performed

method respect to traits and skills. This
report is emphasis on test takers, to
find out which employee performed
better or worse than a hypothetical
average employee. In this method,
the scores of each employee are
compared in order to find the
overall performance of the
employees to achieve the
organisation goal.
to find the ranking
position of each employee
on the basis of their
performance. The
employees undergoes test
and on the basis of test
result of employees
performance are
evaluated that whether
they perform good or
worse than average
hypothetical employee.
Benchmark
Assessment
Method
Benchmark Assessment method is
also frequently known by the name
interim assessment. It is intended
between formative and summative
assessment. In this method
employees are evaluated against
specific grade level standard or any
specific learning objective. An ideal
standards are setup and all the
employees are trained with aim to
achieve that specific standards.
Benchmark assessment
method, in this specific
grade level and specific
learning objectives are set
up as bench mark
employees are trained in
such a way so that they
can achieve to that
targeted grade level or
learning objective to
improve their
performance to achieve
organisation desired goals
and objectives.
Criterion-
referenced
assessment
Criterion-referenced assessment are
mainly designed and used to
measure employee performance
Criterion- referenced
assessment enables to
create employee written

against a setup of predetermined
criteria. In this method written
description about employee is
stated that is related to what
employee are expected to do and
know at their specific job roles and
responsibilities.
description that allows to
state that what
employees wants in
concern with training
programs so that they can
enhance their capabilities
to attain goals and
objectives to achieve
competitive advantage.
Self-evaluation
assessment
method
Self-evaluation assessment method
involves with employees own
reflection about their own learning
in relation to organisation goals and
outcomes. In this assessment
method checklist or opened
questions are used to assist
employees with their own reflection.
Self-evaluation
assessment method
allows to reflect their own
requirements. After or
before attending training
programs they reply to
checklist or opened
questionnaire to express
out their own training
needs, wants. Employees
feel free to express their
opinion through this
methods
Competency
mapping
Competency mapping assessment
method develops a comprehensive
list of specific skills, knowledge and
behaviour that is required to adopt
and perform on job. Competency
assessment mainly emphasis on
Competency mapping
assessment method
involves with the list of
functional skills and
behaviour skills that is
required every employee

employees capabilities and how the
employees are performing according
to required job skills in aspects and
relation to specific performance
standards.
to perform their specific
tasks, roles and
responsibilities at work
place.
InterContinental Hotel Groups undergoes through benchmark assessment and
competency mapping assessment method. As providing quality services to clients is the
main motive of Hospitality sectors in order to attain customer satisfaction. In order to
identify their employee competencies for appraisal purpose they developed a benchmark
standard for every employees so that they can enhance their service skills to satisfy their
employees needs. As receptionist are first employee to interact with customers, they need
to undergo proper training that includes communication skills training, interpersonal skills
training etc.
Observation
As per the guidance of my peer I identified some of the skills which are needed to
improve along with some skills are strengthened which help to provide better guidance to
students. My planning skills are not good while I am good at formulate the strategies related
with my learning. Further I assessing skills are not that effective. All three of these skills are
valid and current to learn. These skills are sufficient and reliable to perform a specific role.
Assessment is an integral part of educational process and it is used by trainer and
teachers in order to collect formal and informal information about what and how their
students are learning. As per as my observation, the learning objectives is formulated
in order to provide growth and development to learners. Through this assessment, it
becomes simple to assess learning and evaluate the results in terms of some set of
criteria. Assessment is crucial to find out what the learner knows . Moreover, it helps in
accessing what learners can do and how they can do it and improving there skills.
Assessment allows to facilitate instructional function and it yields data in order to
establish the extent of knowledge, skills , habit and attitude acquired by the learners.
Moreover, it specifies the strength and weakness of the instruction and the needs and
issues of the learners.
VACSR refers as one the judging assessment quality method that allows to identify the
needs and requirement of learners along with proper controlling and monitoring.
Validity is all about the getting the right assessment. If an assessment is valid it is
measuring what it is supposed to be measuring. Validity is concerned with getting the
right assessment and reliability is concerned with getting assessment right. Authenticity
deals with assessment conducted should be correct without any manipulations.
Currency deals with that the assessment conducted is up to date. Sufficiency is to do
assessment with the amount of work the learners have to do in order to determine
whether they can do something or learn something to particular level. Reliability is
concerned with getting assessment right.

Task 2 Different communication theories and their impact
The word communication is being derived from Latin word “communis”, which
means to participate or in short the transmission of any message through which a
meaningful information can be obtained is known as communication. This is very important
part human beingness and it always contribute to success and failure of the human activity.
In InterContinental Hotels Group Plc is a British multinational hotel group which is situated
at Denham, Buckinghamshire. There are almost 8 lac rooms available in 100 different
countries, so the receptionist of this particular hotel should be able to communicate well,
so that the productivity of the company can be increased to the maximum level. By
studying the various theories of communication effective communicating process can be
achieved in an effective and efficient manner.
In case of various organisation it is important for the people working in various
department to work for common organisational goal. As only by help of communication
one can link itself to the external environment or world. A process of communication has
three different sides which should be addressed while convening the message to another
person.
 One should at least know about the subject of matter while transmitting the
information to another person.
 There should be proper involvement of both the parties throughout the complete
process of communication.
 The one who has received the message should understand in the same sense
which a sender wants the individual to know.
The process of effective communication involves seven types of element which are as
follows
Message-The type of actual information which a person or an individual want to
convey known as message. These are of two types verbal and non- verbal. The given
information in the message should be clear and impactful so that receiver could be trigger
to reply.
Sender- A person who initiates the entire process of communication is known as
sender. It is also known as the transmitter of information. A sender always wants to get the
opinion, ideas and facts from the receiver end.
Encoding- The process which includes the converting of facts into the information
which can be in the form of words, symbol and charts, which can be easily delivered to the
receiving end.
Channel- The medium through which a sender and receiver communicates is known
as channel it could be through any medium for example telephone, reports, posters and
various manual. So the choice is depend upon the both the parties that what channel they
want to use to covey the information to other.
Receiver-A particular person who receives a message from the sender and decodes it
to understand the overall information is known as receiver. There are three task which are

performed by the receiver. First in reception of message, decoding, understanding of the
particular information in the message.
Decoding -The simple process of converting code into any format which could
become useful for in the further conveying of an information. Simply it is the act of
converting a coded information into normal one.
Feedback-This is the most important part of the communication, this deals with all
types of errors and faults in the information. This process is always directed towards the
sender of the information.
These seven elements should always be considered for effective communication and
a hotel receptionist of Intercontinental Hotels Group can learning so many things regarding
communication process by the helps of these elementals are various theories of this which
can give benefit to the improve the overall transfer of information from both of the ends,
the various communication theories are as follows.
Actor -Network theory – This theory shows that the human and non- human factors
both plays important role in communication process and success and failure of an
organisation. Human factors are the ethics, behaviour etc. and non-human are the medium
or device through which the information is going to be transmitted. The theory shows how
the networking between the two or more people is formed while contributing to the
success of the organisation. In Intercontinental Hotels Group the manager and the
receptionist should be able to create the network with the customer by remaining in
contact with each other, this helps in maintaining the better understanding and developing
healthy relationship. So the actor and a network both are responsible achieving the
outcome of different results.
Adaptive structuration theory- A different type of theory in which the organisation or
a particular group predefines the rules and regulation in a particular structure, then they
integrate those structure to the design of an organisation. Which means they adapt the
change in structure and resolves fault in those and at last the implementation of the
process is done. In Intercontinental Hotels Group the specific communication skill can be
integrated in the overall communication structure which can helps the receptionist learn
different skill required which communicating with the various customer. There are certain
advantages and disadvantages of this theory as the quality of structure affects the decision
making process so the generator of the structure should consider the effective of the
structure while integrating the various skill of communication.
Communication accommodation theory- The theory which adjust the communication
style of particular group of people with the compared one. The adjustment of
communicating is only done at one of the end for example if in Intercontinental Hotels
Group the receptionist is doing the communication with customer of different region or
location, who is having communication problem, so there the sender which is receptionist
have to adjust her style of communication with the receiver that is customer. So in this
particular type of theory help of nonverbal communication can also be taken like hand
gesture, eye contact, body language, facial expression and various body postures. These
actions can helps in making the communication more effective.
Cultivation theory- This theory shows the long term effect of medium of
communication that is television. This theory believes that the things that are portrayed to
the television are more likely to believe in the social reality. For example If image of