Professional Development in Hilton Hotel

This report examines the importance of continuous professional development at Hilton Hotel, highlighting its benefits for both employees and employers. It discusses the skills and competencies expected by employers, assesses personal abilities, and identifies various learning theories and approaches. Additionally, it constructs a development plan for enhancing skills and competencies, and evaluates the interview process for service industry roles. The report concludes that ongoing professional development is crucial for success in the hospitality sector.

Travel &Tourism

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
P1. Examining the key benefits of on-going different stakeholders in Hilton hotel...................3
P2. Investigating professional employer expectations of skills and competencies within Hilton
Hotel............................................................................................................................................4
LO 2.................................................................................................................................................6
P3. Assessing own abilities, skills and competencies for specific Job role in Hilton hotel........6
P4. Identifying range of learning theories and approaches utilized for personal and
professional development procedure...........................................................................................6
LO 3.................................................................................................................................................9
P5. Constructing a development plan for enhancing skills and competencies within specific
work context................................................................................................................................9
LO 4...............................................................................................................................................13
P6. Undertaking a Job interview for suitable service industry role...........................................13
P7. Key strengths and weakness of an applied interview procedure.........................................14
REFERENCES..............................................................................................................................18

INTRODUCTION
Professional development can be defined as process of improving as well as increasing
the capabilities of employees by providing them with access to resources such as education or
training. The main objective of professional development is to enable workers for developing
more skills and increase their knowledge. Professional development is crucial for fostering
personal as well as professional growth. It is also very much important in order to manage
learning. Continuous professional development is beneficial for both employers as well as
employees. It is the professional development which can helps an individual in identifying as
well as capturing career opportunities.
The report has focus on identifying the key benefits ongoing professional development
for different stakeholders. Study also emphasizes on analyzing the employer expectations related
to the skills and competencies in context of Hilton hotel. It is basically an international brand of
full service hotel as well as resorts.
LO 1
P1. Examining the key benefits of on-going different stakeholders in Hilton hotel
Manager in Hilton hotel is required to provide workers with professional development
opportunities, as it is the procedure which is beneficial for both employer and employees. Few
benefits which can be gained by Employer in Hilton hotel through continuous professional
development are:
Discovering the new talent: Continuous professional development can assist management in
identifying the talented workers. It can also assist management in developing the strong
relationship with workers which is very much essential in order to drive firm towards success.
Employees engagement: Management in Hilton Hotel by providing the professional
development opportunities to workers can ensure their engagement in business procedure. By
providing the training to workers, manager in Hilton hotel can encourage employees to make
their significant contribution in achievement of business objectives.
Gaining competitive advantage: In context of Hilton hotel an organization can gain
competitive advantage by providing workers with continuous professional development
opportunities. As through training employees develop skills which can be applied by them for

facilitating innovation which could further assist business entity in gaining competitive
advantage. It is only the training procedure which can encourage people for development of
creative thinking.
Financial gain: Continuous professional development assist in increasing the efficiencies of
procedure which leads to the financial gain for an organization. In context of Hilton hotel, it is
the continuous professional development procedure which has helped an enterprise in retaining
the talented workers and aided business entity in minimizing the costs which is associated with
employing new candidates (Armstrong and Taylor, 2014).
Benefit of ongoing continuous professional development to employees
Increase in skills and knowledge: In context of Hilton hotel, on-going professional
development opportunities provided by management in an enterprise has helped employees in
increasing their skills as well as knowledge. It has also assisted workers in improving their
performance at workplace. In context of Hilton hotel, continuous professional development op
purity has enabled workers to upgrade their knowledge about the business strategies as well as
plans. It has also allowed employees to make their significant contribution in achievement of
desired business objectives.
Increase in level of motivation: Continuous professional development opportunities provided
by management in Hilton hotel has made employees feel motivated as well as satisfied with their
job. Training provided by management in an organization has highly inspired workers to perform
specific task. In context of Hilton hotel, continuous professional development opportunities
provided by management in an enterprise has enabled workers to develop sense of loyalty as
well as attachment towards company.
Fostering personal growth: Continuous professional development is very much beneficial as it
helps an individual in fostering their personal as well as professional growth.
Self-analysis: It is the Continuous professional development which enables workers to do self-
analysis. It provides them an ease in analyzing the skills which they are required to develop in
order to improve their performance at workplace.
Benefits of personal development to employer
Personal development assist them in increasing the productivity. It provides organization an ease
in managing the change in effective manner. The personal development activities by employer
help an enterprise in increasing effectiveness as well as efficiency.

Benefit of personal development to employees
It enables employees to become self-aware. Personal development enables an individual
to feel confident as well as highly motivated. Personal development enables an individual to get
sense of direction. It enables them to improve their skills as well as knowledge,
P2. Investigating professional employer expectations of skills and competencies within Hilton
Hotel
In context of Hilton Hotel, the human resource manager in hotel expects that an
individual applying for the post of receptionist should have following skills these are:
Communication skills: It is very much important for receptionist in Hotel to develop an
effective communication skill as they are the people those who communicate directly with
customers. An effective communication skill will assist receptionist in providing the good
experience to guest. It will also help receptionist in developing good relationship with customers
that is very much crucial for success of an organization. In context of Hilton hotel, human
resource manager in an organization expects that candidate applying for the post of receptionist
should possess an effective communication skill. As receptionist is a person who is mainly
responsible for responding to the queries of people. In addition to this, role of receptionist is to
attend the calls and provide all the information which is required by customers.
Time management skills: Time management skills is very much crucial to be posse by
receptionist as it will assist them in providing the time services to guests. Effective time
management skills will assist receptionist in improving their performance at workplace. It is the
skills which will enable receptionist to provide good experience as well as satisfaction to guest
by delivering them time services. By developing the time management skills, receptionist can
assist an organization in retaining the profitable customers.
Friendliness: It is very much important for receptionist to behave in friendly manner with guest
as it will provide them an ease in positively influencing customers to make frequent visits to
hotel. In context of receptionist, friendly behavior is very much essential in order to make guest
feel comfortable.
Active listening: It is considered to be as one of the most essential skills which an individual
working as receptionist is required to developed. An effective listening skills is very much

crucial in order to understand the problems faced by customers. It is very much crucial in order
to provide an appropriate solution to the problems faced by clients.
Ability to work under pressure: In context of Hilton hotel, Human resource manager in an
organization expects that an individual applying for the position of Human resource manager
should possess ability to work under pressure (Cottrell, 2015). As during the time of winters
there is increase in number of tourist and demand for the services provided by people, during
such peak season receptionist might have high pressure of attending number of calls, so an
individual applying for the job of receptionist in Hilton hotel is required to have high potential of
working under pressure.
Organizations skills: in context of Hilton hotel, employer expects that an individual applying
for the post of receptionist is required to possess organization skills. As receptionist will be
responsible for organization of meeting. In addition to this, Organizations skills will also assist
receptionist in scheduling the activities for different departments.
LO 2
P3. Assessing own abilities, skills and competencies for specific Job role in Hilton hotel
In context of Job role of receptionist in Hilton hotel, my own abilities, skills and core
competencies are:
Communication skills: I have good written communication skills which I use for drafting of
formal business letters. It is the good communications skills which assist me in development of
good relationship with clients and my colleges at workplace.
Leadership skills: It is the skills which has enabled me to differentiate myself from other people
at workplace. I have ability to manage people in effective manner. Using my business
knowledge, I guide as well as provide instruction to people. It is an effective leadership skill
which assist me in influencing other people to make their significant contribution in achievement
of business goals (Bales, 2016).
An effective listening skills: I utilize this skill for hearing the problems faced by the guest.
Based on the problem shared I provide people with an effective solution. I carefully hear the
information asked by clients on phone and provide the same to client.
Creative skills: I always take high initiative to find innovative ideas for improving my
performance at workplace. I always tried to do new things in order to provide organization more
benefit (Cruess, Cruess and Steinert, 2016).

Friendliness: I have friendly behavioral utilizing which I make other people to feel comfortable.
Organization skills : I will utilize this skill for organizing the different activities at workplace.
Active listening skills : I will actively listen to the queries of customers and then respond to
them in an effective manner.
Operational as well as administrative skills : I will utilize the operational skills for performing
administrative tasks at workplace.
Problem solving abilities : I will use this skill for solving the different problems or issues faced
by customers. I will use this skill for dealing with complex situation.
Ability to calm under pressure : I will use this ability during the time of work load.
P4. Identifying range of learning theories and approaches utilized for personal and professional
development procedure
Manager in Hilton hotel is required to develop understanding about the way different
type of people prefer to learn. As development of understanding about the methods which is
utilized by people will assist management in designing an effective training program. In context
of Hilton hotel, development of training program according to the learning preference of people
tactics will assist management in positively influencing employees to participate in the event.
The different types of learning theories are:
Honey Mumford learning theory:
According to the honey Mumford, there are mainly four types of learning style these are:
Activist: An individual with activist learning style prefer to lean new thing or gain knowledge by
participating in the various tasks. In context of Hilton hotel, manager in an organization is
required to provide employees with Activist to participate in business activities. In also prefer to
lean new things by participating in different task. Reason because of which I prefer Activist
learning style is that it assist me in gaining the practical experience. In addition to this, it also
allows me to increase my level of confidence in context of execution of specific task. Activist
learning style is considered to be as open -minded approach to learning. I n engage myself in
learning as well as gaining new experience (Shatskova, 2018). In context of Hilton hotel,
management in an organization can conduct different activities in order to help people with
activist learning style to gain knowledge are brainstorming, problem solving, group discussions,
puzzles, quizzes etc.

Theorists: People with theorist leaning style prefer to lean things in great detail. In addition to
this, an individual with theorist learning style an individual with theorist learning style have
much focus on developing the understanding about theories behind actions. In context of
managers in Hilton hotel, it is required by manager in an organization to use model, concepts in
order to make people learn (Dawson, 2018). Theorist learning style assist an individual in
developing the detailed understanding about things.
Pragmatist: People with this type of learning style use their learning in performing the activities
in routine life. In context of Hilton hotel, manager in an organization is required to develop
understanding that employees with pragmatist learning style prefer to learn things or gain
knowledge with the support of concepts and games. In context of Hilton hotel, manager in an
organization can organize group discussion for such type of learners. Case study is another best
technique for making people learn.
Reflectors: Learners with this type of learning style learn things by observing as well as
analyzing the things surrounding them. An individual with reflectors learning style sits back and
listen to other. People with reflectors learning style takes much type to learn things.
VAK learning theory:
It is the model which provides a simple way for developing the understanding about
learning styles. VAK learning theory states that every individual has different set of learning
preferences. It also states that every buddy has unique style of learning. It also states that sole
people utilities mix learning style for gaining the knowledge. In context of leaders in Hilton hotel
develop the understanding about the learning capacity of their followers (Neimeyer, 2018). It is
required by learners to analyze the way their followers prefer to learn, as this tactic will assist
them in designing an effective training program. According to the VAK the different types of
learning styles these are:
Visual: Learners with such type of learning style prefer to learn new things with support of
notes. An individual with Visual learning style also learn by analyzing the diagrams, charts etc. It
is the facial expressions which shows their emotions. I also prefer to make notes for learning, as
it helps me in retaining the knowledge for long time. In addition to this, Visual learning style
also helps me in developing in depth knowledge about the topic. I can use notes for remembering
the things. Visual learning style provides an individual an ease in understanding the information.
Visual learning assists an individual in making the learning procedure enjoyable as well as

interesting. The main disadvantage of visual learning approach is that learners might have to face
difficulty when only text speech is used by tutor for teaching (Gomez Zaccarelli and Osborne,
2018).
Auditory: Learners with this type of learning style prefer to learn by listening to the instruction.
The main advantages of the auditory learning style are that an individual learn things in an
effective manner. In addition to this, other benefit of auditory learning style is that it enables
learners to perform multiple task at the same time. But the main disadvantage of auditory
learning is that there are high chances of distraction.
Kinesthetic: An individual with Kinesthetic learning style prefer to learn by touching things.
People with such type of learning style prefer to lean things while playing. It is the learning style
which is suitable for children. Learn with kinetic learning style engage themselves in different
activities in order to learn new things.
Kolb learning theory
This hypothesis highlights four stage cycles of learning. Kolb learning theory is based on
the assumption that the learning style is emerged due to an individual genetics, experience of life
and also demand of situation. According to the Kolb learning theory, the different types of
learning styles are :
Diverging : People with this type of learning style learn things quickly by watching. An
individual with divergent learning style prefer to collect information.
Assimilation : It is considered to be as logical approach to learning. An individual with specific
type of learning style learn quickly through developing the understanding about abstracts as well
as concepts.
Converging : People with specific type of learning style uses their knowledge for identification
of specific solution to the problems.
Accommodation :An individual with this learning style generally utilize experiential as well as
practical approach. People with this type of learning style give reaction to logical analysis. These
individual also relies on other for data then execute their personal analysis.

LO 3
P5. Constructing a development plan for enhancing skills and competencies within specific work
context
I want to greet the job of receptionist in Hilton hotel. The skills which are required for
performing the work of receptionist are an effective communication, time management,
ability to work under pressure, customer service skills, ability to manage or lead, customer
service skills, friendly behaviour etc.
My short term goal is to improve different skills such as time management, coaching,
communication, technical skills within time of six months. In addition to this, My career
medium term career objective is to enrol myself in course of hospitality, management band
complete the course within two years. In addition to this, my long term objective is to get the
job as a receptionist in Hilton hotel. I have conducted the swot analysis sin order to analyse
my strength, weakness, opportunities and threats.
Strength:
 I have friendly behaviour
which helps me in making
other people feel
comfortable.
 I have good writing skills
which enables me to draft
business letter.
 I have basic knowledge
about computer.
 I have confidence.
 I have knowledge about the
hospitality industry.
 I have good personality.
Weakness:
 Lack of an effective
communication skills.
 Lack of time
management skills.
 I also Don’t possess
problem solving skill.
 I hesitate in public
speaking.
 I feel highly stressful
during the time of
workload.
 I lack professional

 I am well organised and
detail oriented.
 I have ability to work
flexible schedule.
 I have good leadership
skills
 I have ability to stand and
work for hours.
 I have high level of
patience.
 I have positive attitude
towards my work.
skills
 Opportunities:
 I have a chance to enhance
my skills and increase my
knowledge related to
hospitality field.
 I have an opportunity to get
job is well known
organisations in hospitality
sector.
 I have an opportunity still
waiting to get myself enrol
Threats :
Increase in level of competition
at workplace.
Threat of losing job to lack of
few skills.
I fear that lack of few core
competencies can have adverse
effect on my personal as well
as professional growth.

for other diploma courses.
Skills required to
be developed
Resources
required
Activities
required to be
performed
Time span Evaluation
Criterion
Communication
skills
Books, internet,
support from
tutor.
I will attend
coaching for
improving my
oral
communication
skill.
I will read
newspaper,
magazines etc.
Within 6
months
Self –
assessment
‘
Feedback from
coach.
Professional
skills
Internet, support
from
professionals
I will observe
professionals
and will seek
support from
them.
I will attend
seminars.
I will also attend
personality
development
Within eight
months
Self -evaluation