Crowne Plaza Learning Portfolio: Industry Placement Analysis

This learning portfolio documents an industry placement experience at Crowne Plaza Coogee Beach-Sydney, focusing on employability requirements, the selection process, and the organization's training programs. It evaluates the induction process, highlighting learning observations and recommendations for improvement. The portfolio identifies business objectives and strategies, analyzes stakeholder relationships, and provides a fair evaluation of performance in the industry. Key strengths, areas for improvement, and significant achievements during the placement are discussed, along with insights gained about leadership.

Running head: Learning Portfolio Assessment 1
Learning Portfolio Assessment
Crowne Plaza Coogee Beach-Sydney

Learning Portfolio Assessment 2
Contents
1- Journey of securing industry placement position in the context of employability
requirements and the selection process............................................................................................3
Employability requirements and the selection process from a candidate’s perspective..............3
Employability requirements and the selection process from a hotel industry perspective..........3
2- Brief overview of your organisation........................................................................................5
3- Identify and analyse the organisation’s training programs......................................................7
4- Business objectives and strategies to meet these objectives....................................................8
5- Identify and analyze the value if interrelationships between various internal and external
stakeholders to achieve your department’s objectives.....................................................................9
6- Evaluation of performance in industry...................................................................................11
The main strength.......................................................................................................................11
Required improvement...............................................................................................................11
Biggest achievement during placement.....................................................................................11
Learn about Leadership..............................................................................................................12
Outcomes.......................................................................................................................................13
References......................................................................................................................................14

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1- Journey of securing industry placement position in the context of employability
requirements and the selection process
The profile of public area attendant is very responsible job because this profile is liable to take
care of the guest in efficient manner because it promotes the positive image of the property to the
guests. I am working in Crowne plaza cooge beach as a public area attendant. I am going to
define my journey of securing industry placement position in the term of employability
requirements and the selection process.
Employability requirements and the selection process from a candidate’s perspective
It is vital for the post of Public Area Attendant to have the skill of team leading, information
skill, technological skills, making decisions, managing times and problem solving. I am able to
communicate with staff member which is helpful to maintain the decorum in the hotel industry.
Having experience under a potential employer’s roof provides a sight into life on the job.
Crowne Plaza Cooge Beach is the well known hotel and it would be great opportunity for me to
get good job profile over here. However, the fulfilments of employability requirements are
necessary for the hotel and I have efficient skills to accomplish my duties.
The selection process in the perspective of candidate is different because an interview invitation
defines that something in the job seeker’s qualification prompted curiosity about him as a way
out the needs of the organization. Personal interview offer the opportunity to learn the exact
nature of those requirements and sell his capability of doing work to fill them. It is vital for the
candidates to prepare themselves in an adequate manner before interviewing and prepare the
questions as they evaluate the company (Adiguzel, 2008). Initially, I had prepared myself for
interview and explored the environment of the hotel so that I could prepare myself for interview.
Employability requirements and the selection process from a hotel industry perspective.
There are number of employability requirements that employer want to have from employees in
every industry. The major five elements of employability skills always integrated by the staff of
hotel industry such as cooperating with others, team work, possessing integrity, honesty and
personal ethics, obeying the instructions of the hotel industry and communicating with others in
an efficient manner. The job profile of public area attendant in the perspective of Crowne Plaza
Coogee Beach is very important and it is the requirement of the hotel to ensure that all public

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areas of the hotel should be clean and tidy which will reflect in the guests’ view of its property as
one of superior quality. There are number of responsibility of the employees in the perspective of
the employers such as vacuum carpets where required, empty trash in all public areas and clean
all public area restrooms, report all required maintenance items and follow all sanitation and
safety policies (Ab Rahman, Omar, Kofli, Mat, Osman & Darus, 2009).
In the perspective of hotel industry, the department of human resource approach the process of
recruitment with an eager awareness of the financial side of the employment such as the
workforce of the company shows its largest expense. A hiring process is integral process of
every industry because in this process the selection of the right person with great skills can
enhance the productivity of the work as well as make the good image of the company in the view
of outsiders (Chan & Kuok, 2011). I am selected for this profile in the Crowne Plaza Coogee
Beach after clearing two processes such as written and interview. Successful hiring requires
more than discovering the ideal resume and it requires the personal interview to analyze the
capabilities of candidate and his compatibility with the culture of the organization.

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2- Brief overview of your organisation
Crowne Plaza Coogee Beach provides pleasure seeking holiday to the guests by the sea. The
view of ocean is stunning from the room of the hotel. It provides the number of facilities to its
customers such as heated pool, fully equipped gym, tennis court, meeting rooms and business
centre. It is situated near Sydney CBD and Sydney Airport. It is well known hotel for providing
the best Coogee Beach accommodation experience.
Evaluate your induction process into the organisation
Induction process can make effective and loyal staff within the hotel and this program is used
within number of businesses to welcome new employees to the company and make them ready
to fulfil their duties towards company. The induction process of mine was good at this hotel as I
got to know about the policies and procedures of the company which helped me to understand
the various aspects of the company to fulfil the job role of mine. As it was new job for me but the
induction process of this hotel gave me clear understanding about my job responsibilities where I
came to know that what should I need to done for providing better quality services to the guests
of the hotel. There were some steps of induction process in the company such as first step is to
welcome in the organization after the providing the complete details of the hotel so that one can
get to know about the depth detail of the hotel (Finch, D. J., Hamilton, Baldwin & Zehner, 2013).
I got the entire details about my pay scale and deductions, explanation about the future training
opportunities and career prospects.
Reflection on your learning and observations
I have learned how to clean the public area of the hotel for providing pleasure sight to the guests.
First impression is the last impression and if the guest enter into the hotel and get cleanliness in
their surrounding, it will attract them to stay in the same hotel without preferring any other. I
observed that induction process is quiet good of the hotel as other employees got to know their
working style in efficient manner which reduce the efforts in training session. It has been
observed by me that correct induction process can help new candidates up to speed and
productive in quick manner. Employees are the most valuable assets for the employer as they are

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liable to fulfil the requirements of the hotel to get success (Podsakoff, Whiting, Podsakoff &
Mishra, 2011).
Recommendations
However, the induction process of the hotel is effective but there are some recommendations for
improving the process of induction in Crowne Plaza Coogee Beach hotel. It has been
recommended that hotel should implement some strategy in the induction process for providing
the efficient knowledge to the new employees. There is number of benefits of induction training
as it enables new recruits to become productive as quickly as possible. The induction process of
the hotel can be improved by avoiding the text based training (Neven, Odera, Reardon & Wang,
2009). Everyone in the induction process must use the appropriate language while working. The
trainer of the hotel should use assessment to improve the content recall and retention. Moreover,
it is required for the trainer of the hotel to communicate the deep values of the hotel so that
everyone can get sufficient knowledge about the policies and working style of the hotel. The
mission, vision and core values of the hotel should be communicated in effective manner to the
new employees and introduce new employees to the other staff members (Fisch, English,
Pedaline, Brooks & Simhan, 2009). According to me new hires are costly resources that are why
HR need to make ensure that the induction program for new employees will facilitate them to
attain the standards performance steps hastily by giving training, mentoring and offering regular
feedback in the time of the induction period.

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3- Identify and analyse the organisation’s training programs
Training and development defines the ongoing efforts which are able to improve the
performance of the employees at the workplace by applying various methods and programs.
Crowne Plaza Coogee Beach hotel has number of training methods such as orientations, lectures,
case studies, computers based training, self instruction, audiovisual training and role playing in
the term of training and development program. Training programs encourages employee to
accomplish the work with efficient manner. There are two kinds of training that is on-job training
and off- job training. On-the-job training explains the number of methods that can be applied
while employees are actually performing their jobs. These methods can comprise coaching,
internships, job rotation and apprenticeships. It has some benefits of it such as it is highly
practical and employees get opportunity to learn new things while performing the tasks
(Ingersoll & Strong, 2011). On the other hand Off-the-job training defines the various methods
that are delivered to candidates outside of the continuous work environment in the time of
working hours. These methods include the cases studies, conferences, simulations, special study,
online presentations and role playing.
Potential leaders of the hotel can be found if they get proper training about the working criteria
of the hotel and implement the new strategy in the favour of the hotel’s success. There are
various kinds of training programs such as technical training, sales training, computer training,
communication training and clerical training. Technical training has advantages as it enables
employee to learn about the technical concepts, factual information, and procedures (Athanases,
Abrams, Jack, Johnson, Kwock, McCurdy & Totaro, 2008). The main focus of the sales training
is to communicate the customers in an effective manner and it amplifies the knowledge of the
employee about the products and the services of the hotel. Clerical training is able to improve the
decision making skills of the employees as they take on enlarged roles and responsibilities.
Computer training enables the employee of the hotel to understand the use of software
applications for the benefit of the company (Naito, Nakayama, Okamura, Miura, Yanagita,
Fujieda & Ueshima, 2008). Communication training is liable to improve the interpersonal
communication skills and this training can be taught separately as well as in group.
Competitor’s training program

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The training program of the Crowne Plaza Coogee Beach hotel is effective but it has number of
competitors which is in the queue of success and trying to figure out the most efficient way to
provide the training to the new employees for making them potential leaders. There are number
of competitors of it such as Dive Hotel, The Annexe house and Coogee sands hotel and
apartments. However, the basic training processes of all hotels are same but the main competitor
of Crowne Plaza Coogee Beach hotel is The Annexe house. The Annexe house provides the
efficient training to its employee and makes them prepare for potential leaders. It provides the
various kind of training to its employee but the effectiveness of training of the Crowne Plaza
hotel is more efficient. The training program of the Crowne plaza is more focused about the
cleanliness of the hotel as it has appointed Public Area Attendant for supervising the cleanliness
in the hotel. On the other hand, The Annexe house is also more focused on the cleanliness and
sanitation in the hotel and provide the training to the new staff for providing the excellent
services to the guests. Hotel is maintained the tickler file which is helpful for the front office
manger to check up on employee training status (Kim & Van Dyne, 2012). Training tickler file
is considered as the database that is able to keep the track of training session and alerts trainers to
crucial upcoming dates for each new employee, details of the training session and comments
(Trip Advisor, 2018).
4- Business objectives and strategies to meet these objectives
Business objectives
The business objectives of the Crowne Plaza Coogee Beach are productivity, customer service,
employee retention, growth and competitive analysis. The business objectives of the hotel are
the consequences to attain and maintain the growth of the business. It is vital for the company to
make understand other staff of the hotel about the goals of the hotel (Abidin, 2015). In the
context of productivity, employee training, new equipment and maintenance of the equipment
are increased the productivity of the employees. The objective of the company is to provide the
resources to the employees of the hotel for being productive. Keeping customer happy from the
services of the hotel is the first priority of the Crowne Plaza. A good customer service facilitates
to retain clients and produce repeat revenue. Employee turnover costs lost productivity and the
costs interlinked with recruiting which involve paying placement agencies and employment

Learning Portfolio Assessment 9
advertising. Positive employee environment is able to improve the retention. Growth is the next
objective of the Crowne Plaza which is planned and based on historical data and future
projections. A competitive analysis of the activities of the company is the ongoing business
objective of the Crowne Plaza. It is necessary to have the sufficient knowledge that where the
services of the hotel is standing in the market. It would be helpful for the organization to
determine how to improve the position of the hotel among customers and improve revenue.
Strategies to meet these objectives
Change management is the strategy which is helpful to prepare organization for growth and
creating processes that effectively deal with a developing marketplace. This strategy is to make a
dynamic organization that is ready to meet the challenges of the industry. Training and
development program is another strategy to enhance the productivity of the employees
(Gumusluoğlu & Ilsev, 2009). Trained employees are prepared to provide the better quality
services to the guests so that they would prefer same services for next time visit. Apart from that
there are some fundamental hotel marketing strategies to stand out from the competition. It is
required for the hotel management to use Search Optimization best practices because having a
website is not the solution for attaining the target in effective manner and the value of its will be
limited if it is not easy to find that is why the use if search engine optimization is extremely
crucial. It can be used by optimizing the website of the hotel with the use of tactics of SEO, it
would boost its visibility on search engines such as Bing and Google and attract more visitors.
The objective of employee retention of the hotel can be sustained by making work life balance.
Conducive work environment can boost the employee retention because when an organization
has strong ethics and culture, it will boost the employees to connect with the work
enthusiastically (Dedeoğlu & Demirer, 2015). The strategy of open communication enables
employee to share their views and ideas in the context of growth of the company as well as
employees and it will enhance the trust of them on senior management. Competition analysis
should be done in every organization as it helps to show the weakness and strength of the
organization and offer the opportunities to improve the condition of the organization (Menguc,
Auh & Ozanne, 2010). In such case the competitive strategy of value chain analysis, SWOT and
PESTLE can be used to evaluate the competitive environment.

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5- Identify and analyze the value if interrelationships between various internal and
external stakeholders to achieve your department’s objectives
Stakeholder is a person who makes planning and process and has something to gain or lose.
Stakeholder engagement is considered as the process of effectively obtaining the view of
stakeholders on their bonding with the programme or organization. Stakeholder mapping is
helpful to start of any stakeholder engagement process (Guskey, 2007). Stakeholder mapping
recognizes the target groups and gather the relevant information about them. There are two kinds
of stakeholders such as internal stakeholder (employees and management) and external
stakeholders (customers, competitors, suppliers, etc.). Internal stakeholders are those who
involve in the major thing of the organization such as funding, resourcing and co-ordination of
the strategy. On the other hand external stakeholders are interlinked in contributing their
opinions and experiences in term of defining the concerns that are crucial to them as carers,
members and service users (Jiang, Klein, Wu & Liang, 2009).
Internal stakeholders External stakeholders
Employees Government
Shareholders Competitors
Managers Suppliers
Clients Community
Board of directors Journalists
Director of the hotel Trade unions
The role of internal and external stakeholders to attain the objectives of the organization is
crucial as they contribute their views and ideas in the context of growth of the company. The role
of internal stakeholder is integral as they are liable to carry out roles as outlined for project. The
objective of the company is to make satisfy the customers from services, growth of the company,
increase the employee retention and to understand the competitive environment by using
competitive strategy. The success and the failure of the project are dependent on the stakeholders
(Babiak & Wolfe, 2009). My department is housekeeping department and as a public area

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attendant, it is my duty to maintain the cleanliness in the hotel. However, my position is
dependent on teamwork and the solid foundation based with the mechanical hour capacity and
the reports of productivity. The interests of internal and external stakheoders are different but
their interrelationship is helpful to attain the objectives of the company. For instance, the interest
of government in company is compliance with laws and payment of taxes while the interest of
directors or manager of the hotel is in career progression, job stability, pay and performance
linked bonuses (Cripe, 2002). It shows that different stakeholders have different interest with the
company but the value of interrelationships is important for attaining the objectives of the
company.
I have already discussed about the various strategies to attain the objectives of the hotel.
Change management strategy, training and development program, fundamental strategy and
competitive strategy are the major strategy to grab the opportunities for the growth of the hotel.
It can be possible that different stakeholders may have the commonality of the purpose at a very
common level but if it is considered at more detailed levels they might to inflict different aims
and purposes on the organization. Internal and external stakeholders have different influence as
internal stakeholders sources of influence is hierarchy, control of strategic resources, control of
the environment and involvement in strategy implementation. On contrary, external stakeholders
has the power to control of strategic resources such as labour, money and material, possession of
knowledge and involvement in strategy implementation. It is vital for the manager of the hotel to
monitor the concerns of all legitimate stakeholders and communicate with stakeholders about
their respective concerns and contributions (Dhir, Itoi, Khashab, Park, Teoh, Attam & Maydeo,
2015). The cooperation of both stakeholders is integral for the organization to achieve the
objectives of the company. The roles and responsibilities of the internal as well as external
stakeholders along with their interests and claims in company are defined below.
Internal stakeholder Roles and responsibility in
the hotel
Main interest in the hotel
Directors They are responsible for the
actions of the hotel.
The main interest of them in
pay, bonuses, status and the
reputation of the hotel in the
view of outsiders.

Learning Portfolio Assessment 12
Employees Manage the work of the hotel
as per the assigned by
department.
o Working conditions
o Pay scale
o Job stability
o Performance linked
bonuses
Management Run the operations of the
business and implement the
board policies.
Working condition of thee
hotel and career progression.
External stakeholders Roles and responsibility in
the hotel
Main interest in the hotel
Government The roles of the government in
the context of the hotel are to
maintain and implement the
laws and with laws in which
all companies are complied
(Hallgren & Olhager, 2009).
o Payment of taxes
o Level of import or
export and
employment
o Compliance with laws
Small investors They do not have authority to
control anything and have the
limited power with use of
vote.
They compliance with laws
and legislations and have the
main interest in fees.
Suppliers The main role of the suppliers
in the Crowne Plaza to supply
the resources needed during
the campaign.
To get the good wages from
the hotel and maintain the
relationship with the
organization.
Customers Receives the effective and
better quality services from
the hotel
o Good quality services
o Reasonable price