Leonardo Royal London Tower Bridge: Professional Identity Report

This report provides a comprehensive analysis of professional identity and practice within the context of Leonardo Royal London Tower Bridge Hotel. It examines the benefits of ongoing professional development for various stakeholders, including enhanced employee performance, morale, and retention, as well as optimizing staff potential and promoting staff development from the employer's perspective. The report investigates professional expectations of skills and competencies for roles such as Housekeeping Supervisor and Front Office Manager, highlighting the importance of instructing, time management, communication, service orientation, problem-solving, self-management, and leadership. A self-assessment of skills for the Front Office Manager role is included, along with a review of learning theories and a development plan to enhance chosen competencies. The report also incorporates a job interview simulation and reviews its strengths and weaknesses, providing a holistic view of professional development within the hotel industry. Desklib provides access to this report and many other solved assignments for students.

Professional Identity
and Practice

Table of Contents
INTRODUCTION...........................................................................................................................3
Task A .............................................................................................................................................3
LO1..................................................................................................................................................3
P1 Examine the key benefits of on going professional development for different stakeholders
within Leonardo Royal London Tower Bridge Hotel............................................................3
P2 Investigate professional expectations of skills and competencies within London Royal
Tower Bridge Hotel................................................................................................................6
Task 2...............................................................................................................................................9
P3 Self assessment of the skills and competencies for the job role Front office manager.....9
P4 Review a range of learning theories and approaches for the personal and professional
development processes.........................................................................................................10
Task 3.............................................................................................................................................12
P5 Development plan to enhance the chosen skills and competencies for Front office manager
..............................................................................................................................................12
Part B.............................................................................................................................................13
Task 4.............................................................................................................................................13
P6 Undertake a job interview for a front office manager in London Royal Tower Bridge Hotel
..............................................................................................................................................13
P7 Review the key strengths and weakness of an applied interview process......................14
Conclusion.....................................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
On going professional development or most commonly known as Continuing
Professional development is defined as the process of assessing and documenting skills,
expertise and competencies gained formally or informally while working beyond any initial
training. It is the detailed record of what an individual learn, experience and then apply the
learning at workplace. The CPD process is used by working professionals and business firms to
manage the development of an individual on a regular basis (Paula and Cyrino, 2021). Its prime
objective is to help the person record, review and reflect on the learning gained so far. Some
organisation used it as training and development to organise and manage the development
activities of their employees so that they become frontrunner is leading the business firm towards
success and growth. Chosen service company for conducting the report is Leonardo Royal
London Tower Bridge which is situated in Tower Hamlets London, United Kingdom. The
further report highlights the key benefits of ongoing professional and self directed learning,
assessment of skills, competencies and different learning approaches for the job role of front
office manager in Leonardo Royal London Tower bridge, professional development plan along
with demonstrating the range of service industry and transferable skills for the decided job
application.
Task A
LO1
P1 Examine the key benefits of on going professional development for different stakeholders
within Leonardo Royal London Tower Bridge Hotel
Continuous Professional development is much more than the formal training and encompasses
entire spectrum of independent learning (Neumann, 2020). CPD is widely used by the individual
and an organisation in order to maintain or develop skills which enables in working and
performing efficiently and effectively. This term is used to describe the range of learning
activities undertaken by professional in order to develop and enhance their skills, competencies
and knowledge. On-going professional development can take form on in house training and
training takes place outside the organisation. Below mentioned are the key benefits of CPD for
the different stakeholders of London Royal Tower Bridge Hotel:

Major benefits for employees point of view Enhanced employee performance: CPD enables the employees to review and assess
their skills and abilities with the help of self-reflection which further helps in conducting
learning activities in order to improve areas of weakness (Best, Robbé and Williams,
2020). Development and enhancement of these skills helps employees in working
effectively at workplace that in turn increase their performance. Getting engaged in
learning activities with training workshops or e-learning programmes, employees of
London Royal Tower Bridge build necessary skills and competencies which would assist
them in working better and staying ahead of other competitors such as peers. Acquired
and enhance skills contribute directly towards improving the performance of employees. Employee morale and satisfaction: London Royal Tower Bridge Hotel conducts CPD so
that employees possess relevant skills and competencies to work efficiently and compete
in a market place. Investing in employees through necessary training and development
opportunities increase the morale and satisfaction of employees in the hotel as they feel
empowered and valued with this initiative of learning activities (Mahmoud, 2020).
Training workshops and e-learning programmes provided by the concerned hotel to its
employees helps in building their satisfaction level and boost up their morale as
employees are assisted during these programmes to develop and improve their skills and
competencies in which they are falling aback. Employee retention: When employers are competing for cutting costs through
employee's lay off, London Royal Tower Bridge Hotel is taking opportunities to make
the organisation stand out fro crowd through promoting and offering professional
development programme. Employers provide learning opportunities to employees
through numerous learning and development approaches that builds the feeling among
employees that company takes care of their career and take stance to make them more
productive. Thus, all these efforts leads to the employee retention and motivation which
in turn improves the brand image of hotel and maintaining competitive edge in the
industry (Wise, Reza and Han, 2020).
 Strengthen profile and reputation of hotel: London Royal Tower Bridge Hotel takes
care of employee's professional and career development with the use of numerous

learning and development approaches. CPD helps company in conducting several
learning activities which contribute towards the development and improvement of
employee's expertise that in turn make them efficient and frontrunners to manage
company' brand image and keep them ahead of the competition. Taking care for the
professional development and career advancement of their employees, London Royal
Tower Bridge builds positive image in market and attracts talented workforce across
globe.
Major Benefits from employer point of view Optimising staff potential: Employer of London Royal Tower Bridge hotel makes effort
in making their workforce competitive and productive with the help of continuous
professional development approach (Al Bahri, 2020). With the help of this approach
management of hotel designs and develops numerous learning activities aimed towards
development of skills and expertise in which employees have setbacks. With the helps of
CPD approach employer of the hotel provide necessary training and learning lessons that
is aimed at enhancing the core skills and competencies of their workforce that in turn
leads to maximising their potential and improve company's performance in general. Promote staff development: Evidently, the main objective of on going professional
development is to keep employees engaged in learning activities so that they can improve
or acquire necessary skills and competencies required by them to perform job duties and
responsibilities. Manager of London Royal Tower Bridge Hotel has a long term
commitment towards making the workforce more productive and competent so that they
can work to their maximum potential, enhance company's performance and make
progression in their career (Aghaei, Bavali and Behjat, 2021). Employees are considered
as the most valuable assets and representative of company therefore their professional
development is essential for the company so that they can maximise the customer
satisfaction and increase the brand image of company. CPD support from employer helps London Royal Tower Bridge Hotel in maintaining
and retaining talented workforce as far as employees are concerned. Cost of retaining the
employees is much lower than hiring another talented individual that is why concerned
hotel takes help of on going professional development approach so that necessary skills
and competencies are acquired by employees through engaging in learning activities.

With the training workshops, London Royal Tower Bridge Hotel takes care of the
personal and professional development of their employees so that they lead the
organisation in a competitive market place with developed skills and competencies
(Raemy, 2020). Desire to be taken care of employee's professional development and
career advancement is fulfilled by CPD at the hotel which boost up their motivation level
and commitment towards the company.
 Add value through the process of reflection: On- going professional development
enables employers to reflect upon the skills and competencies required by the potential
candidate to perform its duties and tasks. With the help of self analysis and reflection
employer determines the areas of improvements and skills need to be acquired by
employees. The main purpose behind this is to design learning activities effectively,
which is imparted with the use of relevant tools and techniques, so that employees can
apply their overall learning and experience in their desired job role and within
organisation as a whole.
P2 Investigate professional expectations of skills and competencies within London Royal Tower
Bridge Hotel
Employers while hiring and selecting a workforce clarifies their expectations with
regards to the skills and competencies required by a potential candidate in order to perform his
job duties and responsibilities (Parsi and Ashraf, 2020). These expectations are clearly
mentioned in the person specification and job description which enables employees to make a
right selection of job and work as per the dictated expectations. Below mentioned are the
professional expectation of skills and competencies within London Royal Tower Bridge Hotel
for the two different chosen job roles, which are as follows:
Job Role of Housekeeping Supervisor Instructing and providing training: Housekeeping supervisors in London Royal Tower
Bridge Hotel are expected to posses good instructing skills so that they can train and
guide the housekeeping personnel in maintaining the hotel premise clean, healthy and
hygiene. Prime responsibility of the supervisor is to provide necessary and effective
training so that new hired workforce is aware of cleaning methods and procedures, layout
of the premise, location of supplies stock and company's policies and procedure
(HAlqarni and Ismail, 2021).

 Time management: House keeping department London Royal Tower Bridge Hotel is
primarily concerned with, preparing the room, making bed and other cleaning services so
that guest's experience completely clean and hygiene place even in the peak season. It's
the ability of housekeeping supervisor to create and communicate effective work
schedule, rules for breaks and lunch, reports related with tardiness and absence of
employees so that things are done on time in order to avoid procrastination in work and
reducing waiting time of guests for room allocation. Communication skills: Housekeeping supervisor in London Royal Tower Bridge Hotel
must posses good communication skills, both verbal and written in order to have good
and effective interaction with the housekeeping staff (McCall and et. al., 2020).
Housekeeping supervisors are responsible for designing and assigning job duties to their
subordinates so that everyone is clearly about their roles and responsibilities in order to
work in a productive manner. Additionally, good communication skills helps supervisor
in encouraging and motivating workforce so that they are committed towards work and
deliver quality services. Service Orientation: If in case there is a short handed staff in the hotel, Housekeeping
supervisor must be ready to assist its subordinate in the activities of cleaning and
maintenance of hotel rooms and other areas. Supervisors must be service oriented as they
could need to lend hands to their staff members and work along them to ensure that
desired standard of quality and hygiene are maintained at the hotel premises.
 Problem solving and decision making: Another significant skill that housekeeping
supervisor must posses is decision making and problem solving abilities based on critical
thinking (Karaharju‐Suvanto and et. al., 2021). Housekeeping supervisor come across
with several number of problems with regards to hotel clients and its employees,
therefore, he must be able to make decisions based on critical thinking which is
concerned with detailed analysis of information with regards to problem and make
judgement by evaluating various alternatives.
Job Role of Front office manager Self management and personal wellness: Personal grooming and wellness of front office
manager is utmost essential as this department lies at the core heart of hospitality
business. Evidently, this department interacts directly with the customer by greeting them

and welcoming in the hotel as soon as the guest arrives. Front office manager must look
dapper and in a professional manner as he/she represents the hotel brand and leaves
positive or negative impression over guests through their appearance (Szabla and et. al.,
2020). Leadership: Front office manager looks after other departments too so that hotel
operations run smoothly and efficiently without any mismanagement. Front office leader
must posses good leadership qualities to be able to guide, inspire and build confidence
among the workforce of London Royal Tower Bridge Hotel. Leadership qualities will
enable front office manager to embed trust and confidence among workforce toward s
long term vision of hotel and maintaining positive relationship. Without leaders
employees work aimlessly along with low productivity as there is no clear guidance and
support from leader to work and move in a right direction. Leader sets the goals for team
members that provides clear direction to follow and add value to their work as all the
members work for a common goals and objective (Nagy, Aziz and Schroeder, 2020). Professional and work ethics: Integrity is the most essential skill sought after in the
hospitality industry as this skill comes with unique traits and qualities such as
commitment, dedication, hard working and time management. Work ethics and integrity
brings professionalism and discipline in front office manager which helps him to stay
organised and positive at workplace. Front office manager at London Royal Tower
Bridge Hotel works with complete integrity and honesty which is clearly reflected in
his/her work performance, attitude and behaviour at workplace. Working with certain
ethics and belief system helps in inculcating the same culture within the organisation and
inspire others to work with honesty and dedication. Interpersonal skills: Interpersonal skills are essential in each business as these skills are
concerned with the tactics and behaviour of a person to deal and interact with
stakeholders of London Royal Tower Bridge Hotel. Front office manager deals with
clients across globe with different nationality, religion and language; thereby
interpersonal skills enables front office manager to deal with the clients of different
temperament and different nationality with ease and comfort (Levin, Roziner and Savaya,
2020). Apart from this, Interpersonal skill also encompasses other skills such as
expressing appreciation, resolving conflicts and listening effectively. Having these skills

enable front office manager to interact with customers and employees in a interactive
manner so that employees experience positive work culture and work towards
maximising client's satisfaction.
 Detail oriented: Hospitality industry works on a core principle of delivering exceptional
quality of services, enhancing client's experience and maximising client's satisfaction by
being specific and concerned about minutiae details of hospitality services (Daly and et.
al., 2020). Being detailed oriented in every aspect make guests feel valuable and give a
sense of personalisation of services as per the customer needs and wants. Front office
manager looks after all the details of hospitality operations with the objective of keeping
the things as per likes and dislikes of customer doing so will add more value to the brand
image of London Royal Tower Bridge Hotel so that client's experience is enhanced and
company's overall performance in increased.
Task 2
P3 Self assessment of the skills and competencies for the job role Front office manager
SWOT analysis for the skills and competencies for Front office manager
Strengths Weaknesses
Detail oriented: One of the biggest strength is
that I am obsessed with doing work keeping
with perfection and taking care of minute
details of each task to be done. Being a
detailed oriented helps me in bringing quality
and consistency in my work done
(Cunningham, 2020).
Work ethics and integrity: I make my self
unique and exceptionally good at work with
my intense work ethics and integrity. I prefer
to work with complete honesty and dedication
at workplace keeping in mind values and
standards of the organisation where I work or
will be working.
Interpersonal skills: One of my biggest
weakness in Interpersonal skills which will
affect my performance level at workplace and
maintaining positive relationship with peers
and superiors. One of the significant element of
interpersonal skills is expressing appreciation
which will impact over the performance level
of my subordinates. In ability to provide
feedback and appraisal to employees leads to
low morale and self-esteem of employees as
each employees desired to be recognised and
rewarded for the work done and efforts made
(Baskwill and et. al., 2020).

Opportunities Threats
Personal management and wellness: One of
my salient attribute is effective personal
management and wellness which always keeps
my appearance, tidy and clean. This significant
attribute makes me ideal candidate for the job
role of front office manager. Front office
manager often interacts with customer and
represents the brand image of a concerned
hotel, therefore, personal management and
wellness will help in creating positive image of
a hotel brand (Zhu and et. al., 2020).
Leadership skills: From self reflection I have
identified that I have setback in leading and
managing people effectively which will act a
big hindrance in my career and professional
development. Leadership skill is essential in
leading, inspiring and influencing the
workforce so that they tend to believe in long
term vision of a company and goals set by their
leader (O’Herrin and et. al., 2020). Lack of this
skill will influence my inspiring ability and
getting work done by employees in desired
manner.
P4 Review a range of learning theories and approaches for the personal and professional
development processes
Behaviourist leaning theory
From the perspective of (B.F Skinner, 2021), Behaviourist learning theory suggests that
learning takes place through a series of rewards and punishment. This is one of the significant
tool used in learning for employees at workplace as learning facilitator creates adequate
environment with the aim of providing relevant stimuli so that learner respond to them and gains
experience and knowledge. The behaviourist approach is based on the belief that desired and
adequate behaviour can be taught by constant repetition of tasks in combination of feedbacks.
Positive feedback leads to commitment and encouragement, whereas, negative feedbacks results
in undesirable behaviour (McLennan and et. al., 2021). Some of the most significant theories
under behaviourist are : Classical Conditioning: Classical conditioning is based on the learning process that
occurs by establishing link between environmental stimulus and naturally occurring
stimulus. Developed by great Russian physiologists Ivan Pavlov who made the
experiment with dog which involve placing a neutral sign before a naturally occurring
reflex. He made the neutral signal of a sound of bell and naturally occurring reflex was

the salivating in response to food. Front office manager enhance their skills and
competencies by interacting with different temperament of clients and dealing with
complex problems at workplace (Paula and Cyrino, 2021). Operant Conditioning: Under operant conditioning learning takes place with the help of
rewards and punishment for the desired behaviour this is also referred to as instrumental
conditioning where a linkage is made between a behaviour and a consequence of that
particular behaviour. Front office manager of London Royal Tower Bridge offers
attractive rewards for the staff members to work effectively and as per the desired
standards. With the help of transactional leadership style, front office manager makes use
of rewards, punishments and other exchanges to regulate their behaviour and get the work
done on time.
 Social learning: Social learning suggests that learning and desired behaviour can be
acquired directly by observing and imitating others (Neumann, 2020). Detail oriented
skill of front office manager is developed and enhanced by observing other C level
executives and imitating by making compliance with the industry cleanliness and hygiene
standards.
Cognitivism learning theory
As the name suggests, cognitivism learning theory lay emphasis over how the
information is being received, processed, organised, stored and retrieved by mind of an
individual. It makes use of cognitive ability to process information like a computer, thereby this
theory looks beyond observation behaviour and view learning as mental process. Kolb's learning theory: Most common and widely used learning theory was developed
by psychologist David Kolb in 1984 who believed that individual learning style are
generated due to genetics, life experiences and situation of a current environment. This
theory suggests that learning takes place in a four step cycle process where in first stage,
immediate experiences serve as a basis for observation followed by the reflection made
through observations (Best, Robbé and Williams, 2020). Furthermore, the third step is all
about abstracting concepts based on hypothesis and later learner tests the implication of
these abstract concepts and generalisation on new situations. Front office manager with
his good interpersonal skills helps in mitigating the conflicts among employees with the
help of this theory. Front office manager with his dominance over abstract

conceptualisation and active experimentation makes practical implication of ideas to
resolve a conflicts. The manager tries to do their level best in conflict situations where
there is only single and best solution available.
Task 3
P5 Development plan to enhance the chosen skills and competencies for Front office manager
Skills Current
proficiency
Targeted
Proficiency
Development
opportunities
Resources Timeline
Interpersonal
skills
3 10 Interpersonal
skills are the
much sought
after skills in
hospitality
industry
(Mahmoud,
2020). These
skills are most
commonly
known as soft
skills which
encompasses
several skills
like time
management,
listening skills,
expressing
appreciation
and conflict
resolution. For
the
Most
adequate
resources for
enhancing
interpersonal
skills are the
online
courses for
which are
designed
exclusively
for the
development
of these skills
(Wise, Reza
and Han,
2020). Apart
from this,
there is also
an
opportunity
for getting en-
3 months

development of
these skills, it is
essential to
build positive
attitude, opt for
some of the
easiest and best
way to solve
complex
problems and
start managing
the work
responsibilities
on the basis of
work priorities
(Al Bahri,
2020).
roll in
training and
development
program
crafted for
developing
interpersonal
skills with its
practical
implication
on real life
scenarios
(Aghaei,
Bavali and
Behjat, 2021)
.
Part B
Task 4
P6 Undertake a job interview for a front office manager in London Royal Tower Bridge Hotel
Interview
Interviewee: “ Good Morning Sir”
Interviewer: “ Good Morning, Please have a seat.”
Interviewee: “Thank You Sir”.
Interviewer: “ Introduce yourself including your educational background and family details”
Interviewee: I am John Marc, born and brought up in London, United Kingdom. I have
completed masters in Hotel management from recognised University of London. I have a
specialisation in hospitality management and client relationship that makes me a ideal candidate

for the front office job role (Raemy, 2020). We are six in family, mother, father and four
siblings including me.
Interviewer: Perfect. Now you tell me what skills and competencies do you have.
Interviewee: I always dress well and focus on my personal management and wellness that
always allow me to look professional and spruce. Apart from this my communication, time
management, conflict resolution and decision making skills are good (Parsi and Ashraf, 2020).
Interviewer: OK. Well now tell me, How would you deal with a angry and dissatisfied client.
Interviewee: Sir, First of all I will ask him/her to calm down and encourage them to share what
actually made them dissatisfied. Then after listening to them attentively and establishing
empathy with them, I will try my level best to provide best solution and compensation if
required as per the hotel standards and policies.
Interviewer: Nice, I like your way to deal with angry clients (HAlqarni and Ismail, 2021).
Interviewee: Thank You, Sir.
Interviewer: To conclude this Interview, now I would like to ask you, how would you accept
changes in the organisation and what's your adaptability rate?
Interviewee: Sir, As you can see changes are taking place rapidly and in order to keep the hotel
relevant and competent in the hospitality industry, changes are necessary and I am flexible to
work in dynamic working conditions and consider changes positively.
Interviewer: OK. Thank You, you may leave now, the HR will get in touch with you for the
further information (McCall and et. al., 2020) (Karaharju‐Suvanto and et. al., 2021).
Interviewee: Thank You so much Sir, for your valuable time.
P7 Review the key strengths and weakness of an applied interview process
Interview process conducted at the London Royal Tower Bridge Hotel for the job role of
Front office manager was an interactive session and I came to know about my numerous
strengths and weakness. During the time of interview, I revealed that my interpersonal skills was
good which made a nice impression on the Hotel manager. I was communicating fluently in
appropriate language in a clear, slow and polite manner which prolonged the conversation for
about half an hour. Apart from this my body language was good and stated that I was confident
enough to face the interviewer (Szabla and et. al., 2020). Whereas, I realised that I was not good
at decision making skills as a problem was presented by the interview in the hospitality industry
and I was not able to make justified and viable decision.

Conclusion
From the above mentioned study it has been revealed that continuous professional
development plays a crucial role in the professional and career development of an individual.
CPD is used most commonly by the working professional and organisation to keep their
employees engaged in learning activities in order to develop and enhance the core skills and
competencies of a person. In order to assess and identify the skill gaps, self reflection plays a
major role as with the the help of self analysis a person comes to know about the areas of
improvement and prepares a development plan to fill that skills, competencies or knowledge gap
identified in self reflection. Furthermore, it has also been identified that there are certain
expectations of employer with regards to potential job applicant to possess relevant skills and
competencies to perform job duties and responsibilities.

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