Employability Skills, Leadership, and HR in Hospitality Sector Report

This report delves into the crucial aspects of employability skills, leadership, and HR management within the hospitality sector, using the role of a housekeeping manager at a hotel as a case study. It examines the essential skills required for the position, including communication, managerial abilities, and problem-solving, while also addressing areas for improvement through training and motivation. The report further explores HR practices such as recruitment and training programs for junior managers, highlighting the importance of effective communication and organizational structure. The report provides a detailed job description and person specification for retail managers and sales executives. The report also discusses motivational techniques, such as Maslow's hierarchy of needs and Herzberg's theory, to enhance employee performance and overall organizational success. The report also discusses the importance of teamwork in achieving the goals and objectives of the organization.

EMPLOYABILITY SKILLS

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1...........................................................................................................................................1
1.2...........................................................................................................................................2
1.3...........................................................................................................................................2
1.4...........................................................................................................................................3
TASK 2............................................................................................................................................4
2.1...........................................................................................................................................4
2.2...........................................................................................................................................5
2.3...........................................................................................................................................6
TASK 3............................................................................................................................................6
3.1...........................................................................................................................................6
3.2...........................................................................................................................................8
3.3...........................................................................................................................................8
TASK 4............................................................................................................................................9
4.1...........................................................................................................................................9
4.2...........................................................................................................................................9
4.3.........................................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Employability skills are termed as a requisite set of talent and skills of an individual
which makes him/ her employable at any specific job. It is apparent that every organisation needs
potential employees who can contribute in growth and development of company. At any job
different roles and responsibilities are given to workers according to their qualifications and
specialisation (Ragonese and et.al., 2014). In present report, these required skills have been
discussed with special emphasis on job profile of housekeeping manager. Further section has
discussed about Marriott hotel of UK which has its operations all over the world and has
established its fame in hospitality industry with success. The report will stress on some work
based problems and their solutions as well. At the end, a study is carried out on team work and
its importance in organisation to achieve goals and objectives.
TASK 1
1.1
In an organisation of Hospitality industry I am in the position of housekeeping manager.
As per this post, I am responsible for various tasks related to cleanliness of each room. The
hotels are the place where guests use to come for leisure activities and therefore expect
comfortable and relaxing rooms. For this purpose, my responsibilities is to take care of all rooms
along with whole premises of hotel. Apart from cleanliness, I am also expected to ensure that all
required items are present in rooms as per the demand of guests (Heimler, 2010). Further, after
each check out of customers I use to check the rooms so that no valuable items of guests have
been left. After that, I use to instruct the housekeeping staff to clean the rooms. On that basis, I
use to inform about the front line staff about the rooms which are vacant and which are occupied
as well so that new guests can be allotted rooms accordingly. Besides this, I use to attend guests
so that their stay at hotel can be made worthy for them. While checking rooms, I use to affirm
that rooms are in appropriate manner and if any kind of maintenance or repair is required,
complete repairing facility is arranged by me. Thus, any major loss of hotel can be saved at
time.
The major objective of my entire performance is to ensuring the positive satisfaction of
customers (Wibrow, 2011). For this, I use to ask them about any extra need they require. If they
have any complaint, I make sure that it is addressed as quickly as possible with a satisfactory
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solution. Thus, the whole responsibility of cleanliness and assuring proper allotment of rooms
are my major responsibilities along with fulfilling demands of guests as per their needs.
1.2
For fulfilling the responsibilities of housekeeping manager, I have undergone in special
internship programme. While having training I learned about major responsibilities that are
entrusted on housekeeping manager. I was told about different duties and ways to accomplish
them efficiently. My major strength is efficient communication which helped me at the
workplace as well. Due to this I am able to address the guests and their needs in well manner. I
learned about requisite gestures, body language and way of communicating at training which I
converted into my strength efficiently (Poon, 2012). At the position of housekeeping manager, I
had to attend various guests and their demands which is an essential part of my job profile. To
make it more convenient and better, I also learnt different languages. This helped me in
establishing better way of communication with customers. Besides this, I learnt about the
importance of keeping a list of items that are necessary in rooms of guests. This checklist helps
in ensuring the complete arrangement in the room as per the guests' basic needs. This practice
helps a lot so that no necessary arrangement can be missed. Moreover, my managerial skills also
helped me in the present role because of which I was able to arrange all works on priority basis. I
made my colleagues and subordinates cooperate with each other so that work may not become
hectic for them. I got a good exposure with this job role and I made good links with various
guests of hotels. In this way, I fulfilled my all roles and responsibilities in efficient way with
proper justification (Andrews and Russell, 2012).
1.3
As per the above stated strengths, there is a weakness as well in me which sometimes
may come in way. Entire responsibilities performed by me is good but I feel that I need some
more effectiveness in my skills. This can be done through proper training arranged on timely
basis. The effectual training arranged by management will definitely help me in improving the
current skills and potential. This will aid in enhancing the effectiveness so that customers can be
attended in more appropriate way that can exceed their satisfaction level. Apart from this it will
also help in achieving desired objectives that are expected from housekeeping manager.
Moreover, the line manager can organise meetings on daily basis so that he/ she can be made
aware of current processes and required improvements in this. The meetings and discussions
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with line manager will help a lot as they are efficient in each small aspects of quality gateway.
Hence their guidance and suggestions can aid in improving the performance of workers a lot.
This will help in overcoming the weakness and use every aspect as an opportunity for company.
In addition this method will work as a feedback process through which every employee can
know about areas where they are performing outstandingly along with fields where they are
making errors (Omar and et.al., 2012). Thus, a sense of confidence among various roles can be
enhanced. The line manager can induce a good incentive system to induce the high motivation
level among workforce. The incentive system will encourage the staff to bring effectiveness in
their work encouraging to learn new things. Thus, the whole workforce can be encouraged to
perform in efficient manner with increased level of motivation.
1.4
As stated above about the incentives that should be given to staff to increase their
motivation level is an important tool that can enhance the performance level of employees to the
immense level. Various motivational techniques can be applied at workplace to improve the
performance level of employees. As per the Maslow's need hierarchy theory, the individual's
needs can be satisfied through a step by step procedure. This starts from basic needs of a person
and ends with satisfying the self actualisation need. Another theory of motivational technique is
proposed by Herzberg (Dhiman, 2012). According to him non financial techniques are more
useful to induce motivation among employees. Some of these measures include promotions,
increasing work responsibilities, recognition and so on. Moreover, supervising the workers at the
workplace can also be a good technique of motivation. A quality supervision of work done by
employees by providing them essential guidance can be a useful tool. This will help in making a
sound and healthy relation between employer and its personnel. The housekeeping staff also
needs a good guidance by line manager so that they can move in right way of performing the
work. The manager should appraise the work performance of all employees timely so that staff
may remain aware that their work is being monitored by the seniors. The employees will do their
work with more commitment and dedication in achieving the overall objective of company.
Apart from this, it will also develop the personality and education level of employees
individually. Therefore, the motivational techniques can aid a lot in organisation to improver the
performance of employees to a great extent (Crayford and et.al., 2012).
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TASK 2
As an HR manager, the major responsibility is entrusted of making recruitment and
selection process for organisation to fulfil the workforce requirement of company. In case of
opening a flagship store, there is a need of various employees that can execute works of selling,
addressing customers and making good relations with them. Here, the company is facing
difficulty in recruiting required number of workers that can be placed at vacant positions. So, HR
manager has to make preparations for that, which can help in identifying requisite skills and
qualifications as per the required designations. For this, major levels who are required for a
flagship store is sales executives and a retail manager (Miller, Biggart and Newton, 2013). The
job description and person specification for both positions will be as follows:
Retail manager Sales executive
Job description: The person will be
responsible for ensuring the proper delivery of
customer service by staff. Besides this,
appraisal of staff and managing financial
aspect of store along with managing
employees as a team.
Job description: The sales executives will be
responsible for attending customers visiting,
answering their queries and presenting
products as per their demand. They can also
advice clients about a product they want and
maintain good relation with customers.
Person specification: The retail manager
should have good management skills and
organise staff as a team. Should have 2 years
experience as a manager in any field with a
degree or diploma in management (Blades,
Fauth and Gibb, 2012).
Person specification: The sales executive
should be good in communication skills and
have at least 1 year experience in the same
field (Types of sales executive, 2016). Should
be able to work on computer efficiently.
The HR manager will also have to arrange for good training and development sessions so
that new staff can be made aware of their roles and responsibilities.
2.1
The HR manager is intending to arrange a training programme for junior level managers.
So that their performance can be improved and matched with the current need of organisation.
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The company is facing problems in this aspect of making training arrangement which can be
solved through following steps: Identification of problem: The primary step of manager will be to identify root causes of
problems. As the problem is linked with organising training programme for junior level
managers, here the main area to think upon is what kind of training will be helpful for
them. Besides this, it is also necessary to identify their learning styles so that a useful
training can be arranged accordingly (Crossman and Clarke, 2010). So, for the solution
manager can assess the present knowledge base of trainees and then decide about
required training method. Finding alternatives: The next step will be towards finding possible range of alternatives
that can help in solution of problem. On the basis of analysis done to examine the present
knowledge base will help in identifying correct ways of training that can be imparted to
junior managers. Choosing the alternative: From all the available alternatives, the best one can be selected
on the basis of its applicability in organisation. The alternative should be appropriate in
manner of its budget and other aspects.
 Implementation: the next major step will be to apply the alternative that is arranging the
best training method which is useful as per the needs of current situation (Wilton, 2011).
Moreover, it is also necessary to monitor by the HR manager that the plan made by them
is applied in correct way.
2.2
To solve any problem it is necessary to make a communication of that in right way. The
organisational structure is vary important aspect ion deciding the appropriate way and style of
communication. To communicate about the problem to higher level managers, a formal meeting
can be called. This will help in finding a professional way of communication. Besides this, the
discussion about the issue can be done in proper manner which is crucial for firm. To
communicate about the meeting to middle level managers a conference and email system can be
used so that the complete information about timing and main agenda of meeting can be
communicated. This will help managers to write down important points that should be discussed
for come up with a solution. Apart from this, to communicate about meeting at the lower level
staff, notice board and a circular will be appropriate way (Stoner and Milner, 2010). In modern
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days, big companies use to develop the communication through their official websites as they are
more formal and secure way to communicate. The message can be transferred easily and with
faster way. Moreover, a large number of people can be addressed at one time. Managers can use
informal methods of communication so that no pressurised environment can be created. Thus,
there are various formal and informal ways of communication that can help in interacting with
various levels of employees to pass important messages.
2.3
The importance of time management is very evident in every organisation. Managing
time is crucial as it helps in accomplishing works and managing it on time. Thus, it helps in
avoiding pressure on employees so that they can work with pleasant and effective way.
 For this, workers can be instructed to carry a diary with them. This habit will help a lot as
any important point can be noted in it along with any extra instructions so that they
cannot forget any main element (O'Neil, 2014). Apart from this, it will aid in separating
the crucial tasks and arranging them on priority basis. According to this, a checklist of
work can be made and tasks can be accomplished one by one in systematic order.
 Another strategy that can be helpful in this regard is avoiding delays in work. Most of the
time when an employee is over loaded with work, they use to delay the tasks and it makes
their rate of working slow. Therefore it is necessary to avoid such practice so that quality
of work along with completion on time can be maintained. This will also support in
attaining the best efforts of workers and in attaining the objectives of organisation in well
manner. The firm will be able to utilise the resource of company in effectual way so that
cost effective methods can be used. The managers can make time management related to
task more easier by breaking up tasks into small units (Yuzainee, Zaharim and Omar,
2011). Thus, the employees will learn to manage their tasks according to time and quality
of work also will not be compromised.
TASK 3
3.1
In every organisation, there are many kinds of works in different departments which
cannot be performed with the help of any single person's efforts. Therefore it is necessary to
work in teams so that goals of organisation can be achieved easily. Besides this, team work is
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essential so that any difficult task can be managed easily with the help of group efforts that have
different set of skills. In this regard, Belbin team theory is very important as it helps in
understanding different roles that are played by individuals as a team. Belbin has described nine
roles played by persons which are helpful to understand the roles played by teams. These nine
parts played by teams are categorised in three parts that are highlighted in below section: Action oriented role: Under this role different types of people come with various
attitudes. Some people use to take initiatives and accept tasks that are challenging so that
others also can be motivated to execute the work efficiently (Griffin and Annulis, 2013).
These people known as shapers. Thus, they motivate other teammates to do better in
achieving goals of company. Next role is related to implementer who use to perform as
per the instructions of shapers. They use to work in the direction of goals that are
common for entire team and manage the tasks in systematic way. Further work is done by
finishers who stresses on removing faults from the tasks done by shapers and
implementers. Thus, they play a major role in finishing the given project without flaws. People oriented roles: In this role three types of individuals use to work which are
coordinator, resource investigator and team worker. All of these individuals are mainly
aimed at achieving the team work. The coordinator ensures that the work of team is
accomplished in coordinated manner. Thus it increases the scope of team work in the
organisation by giving valuable guidance to team members (Zhu, Iles and Shutt, 2011).
Apart from this, in the direction of achieving shared goals, the resource investigator use
to establish a healthy relation with external stakeholders. The person use to negotiate the
terms with stakeholders on team's behalf. The next important role is played by team
workers as they use to perform the tasks allotted to them by leader.
 Thought oriented roles: Some tasks need to be headed by specialists or experts so that
their quality cannot be compromised. So, this is done by plant workers as they have
innovative and creativity skills. Thus, they can provide the team a better solution for any
issue. Next role is played by monitor evaluator who use to evaluate the suggested
alternatives by plants and analyse its applicability in practical situation. Another major
role is played by specialists who possess special skills so that particular tasks allotted can
be completed in appropriate way (Muhamad, 2012).
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3.2
The team dynamics are can be understood by the application of Tuckman's model. This
model is formed of four stages which includes Forming, Norming, Storming and Performing.
These stages are described in the following manner:
 Forming: At this stage, different members of team come into close contact and make a
good bonding. This helps in understanding each other and deciding the roles and
responsibilities of each person.
 Storming: at this stage, all team members starts discussing about the project so that
various tools and techniques that can be applied to accomplish a task can be decided.
Various view points and suggestions of different persons are kept and it allows to know
the ego and potentials of each person. This increases the chances of conflicts between
various thoughts.
 Norming: The stage of norming includes the clear discussion of roles and responsibilities
that are entrusted by the team members. This clearly defined responsibilities helps in
minimising conflicts between all teammates (Nickson and et.al., 2012).
 Performing: This is the last stage where all members of team use to perform their
individual tasks. All use to execute their functions as per the discussion in a coordinated
manner.
3.3
Besides above suggested ways, the organisation have other alternative ways as well so
that tasks can be completed with the achievement of tasks. Here, the important point that should
be kept in mind is communication. It is very important for manager to establish a good
communication among team members so that goals of firm can be attained in appropriate way.
The means of sharing various important information is also a crucial part as this makes the
process of achieving shared goals easier. The manager should ensure that there is no any
ambiguity in the communication process as it can increase the chances of conflicts. Thus, it it
helps in establishing a good way of communication. Moreover, it is also essential for manager to
establish a recognition and respect between each team member. This will help in attaining
healthier relationship among all the teammates and achievement of goals will be easier (Boden
and Nedeva, 2010).
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TASK 4
4.1
As per the opening of a new flagship store, the company is facing problems at various
stages. The major problem is coming in hiring the workers for store for different designations.
Besides this, there is another problem in which manager is facing challenge which is making
retention of employees in the workplace. For the solution of these problems, it is necessary to
find out the root cause of problem. In case of hiring the problem may reside in the way,
management is making the approach. In simple terms, the way of advertising the vacancy may
not be appropriate due to which, the company is not getting positive responses. So, managers
may arrange a formal meeting, where points can be discussed which can help in solving the
problem (Heimler, 2010). Besides this, to retain employees in the company, it is necessary to
devise good motivation system that can motivate workers to remain at same job. The manager
can develop techniques that can help in allotting tasks that may help employees in working with
interest. Apart from this, there training should also be arranged so that their particular set of
skills can be improved. This will help in accomplishing the tasks as per the required standards of
firm. The learning style of employees can be identified and accordingly training can be
organised. The manager should make strategies that can assure employees about job security so
that their turnover rate can be set to minimum.
The management can make a priority list in which each and every step that can be taken
for solving the problem can be jot down priority wise. Thus, each step taken to solve the problem
as mentioned above can be taken step wise and it can be marked in check list. After the problem
is solved, it can be put into achievement list as well.
Priorities Steps
Finding root cause of problem faced in hiring
employees
Arranging a meeting to discuss various causes
Finding cause for employees turnover Deciding a proper motivation techniques
through monetary and non monetary tools.
Allotment of tasks as per the skills and
interests
Giving training to workers to improve their
skills.
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Making proper advertisement to recruit
employees for vacant posts
Selecting proper medium to advertise the
information of vacancy.
4.2
For developing an approach that can contribute in solving various above stated problem
is communication. Through a good communication process, the managers can have a good
understanding of different problems and view points of staff. On that basis, a strategy can be
formulated to retain employees in organisation (Poon, 2012). For instance, some people might be
leaving the job because of less pay, which can be solved by introducing the system of incentives.
This will help in increasing the efficiency of employees along with solving the problem of
workers related to less pay. Besides this, the problem faced in hiring can be solved by making an
effective system of advertising and choosing an appropriate medium to advertise it. The firm is
intending to devise the online business which needs different efforts. Thus, the manager will
have to hire some IT professionals. This can be done by internal recruitment as well.
External recruitment can be done through advertising the vacancy on official job
websites, newspapers and magazines. On the basis of received applications, some applicants can
be shortlisted who are qualified in IT fields and have a good technical experience. They can be
called for further process of tests that may include mental aptitude tests. The scores can be
allotted to applicants on the basis of their tests and a merit list can be made. On this merit basis,
the candidate can be selected for interview process here interviewers can ask questions related to
same field from which the applicant belong (Omar and et.al., 2012). Thus, a proper selection can
be made for new business and candidate's can be given offer letters if found appropriate.
4.3
As per the discussed problem, the strategies have been suggested that can help in
attaining the goals of organisation. The current challenge that is being faced by company is
related to hiring new staff for online business. This needs professionals and experts of IT field.
According to the suggested strategy, the mediums selected for advertisement is good asd it will
help in communicating about vacancy to a large section of people. Besides this, the company is
also using systematic process of selection via tests and interview procedure which will allow to
have a look on overall talent of the candidate. Besides this, the problem related to hiring can also
10

be solved with the internal source of recruitment. Besides the IT professionals various other
designations like customer service executives, delivery persons etc. will be required (Crayford
and et.al., 2012). This can be done through internal recruitment based on promotions, transfer
and employee referrals. This is a cheaper source of recruiting and efficient way as well.
CONCLUSION
The present report is based on employability skills which implies different set of skills
that are required at workplace. The report has discussed the ways in which different kinds or
work related problems can be solved. The report has concluded that to solve the issues related
with work, it is necessary to manage the time so that delay in work can be avoided. Besides this,
the importance of team work in solving the problems is also emphasised which is an important
aspect in solving work related issues. For this, Belbin's team role is discussed which has
mentioned in three types of different roles. Apart from this, the final part of report has articulated
that, for hiring a team for online business, a systematic procedure should be followed so that
more number of effective workforce can be employed.
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Online
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profiles/sales-executive>. [Accessed on 26th November 2016].
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