CPD and Career Advancement: A Case Study of Marriott International

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PROFESSIONAL IDENTITY AND
PRACTICE

Table of Contents
INTRODUCTION......................................................................................................................................................... 3
LO1................................................................................................................................................................................... 4
BENEFITS OF CONTINUOUS PROFESSIONAL DEVELOPMENT.......................................................4
EXPECTATIONS OF SKILLS AND COMPETENCIES BY EMPLOYER.................................................5
IMPORTANCE OF ONGOING PROFESSIONAL DEVELOPMENT........................................................7
LO2................................................................................................................................................................................... 9
OWN SKILLS, CAPABILITIES AND COMPETENCIES FOR THE JOB ROLE OF
RECEPTIONIST MANAGER............................................................................................................................... 9
RANGE OF LEARNING THEORIES AND METHODS USED FOR PROFESSIONAL AND
PERSONAL DEVELOPMENT ACTIVITY.....................................................................................................11
APPROPRIATE DEVELOPMENT METHOD FOR PROFESSIONAL AND PERSONAL
DEVELOPMENT PROCESS.............................................................................................................................. 12
LO3................................................................................................................................................................................ 14
OUTLINING PROFESSIONAL DEVELOPMENT PLAN FOR THE RECEPTIONIST MANAGER
IN MARRIOTT INTERNATIONAL................................................................................................................ 14
LEARNING AND DEVELOPMENT THEORY.............................................................................................18
LO4................................................................................................................................................................................ 20
JOB INTERVIEW FOR THE JOB ROLE OF RECEPTIONIST MANAGER IN MARRIOTT
INTERNATIONAL............................................................................................................................................... 20
STRENGTH AND WEAKNESS OF INTERVIEW PROCESS..................................................................22
REFLECTION ON JOB INTERVIEW PROCESS.........................................................................................23
CONCLUSION............................................................................................................................................................. 24
REFERENCES............................................................................................................................................................ 25

INTRODUCTION
The assignment shows the various significance and benefits of continuous professional
development for the employee and employer in the hospitality business sector (Zhao,
2014). The assignment focuses on the development and enhancement of own skills and
competencies through various approaches such as professional development plan that
helps individual to meet the required criteria for the job role of receptionist manager in
Marriott International.
Marriott International is the largest hotel chain in the world as it has 30 brands along with
7003 properties which cover 6700+ location in 131 countries. The hotel has a very
effective human resource as it has over 176,000 employees' works for it. Marriott
International names #33 out of 100 by the Fortune magazine to work for.

LO1
BENEFITS OF CONTINUOUS PROFESSIONAL DEVELOPMENT
Continuous Professional Development
Continuous professional development (CPD) is a process of assessing, tracking and
documenting competencies, skills, and knowledge as well as experience obtained formally
and informally from the work and training. CPD is very helpful to increase skills and
competencies through various methods and approaches like through self-managed
learning in which learner can improve his/her skills by the own experience and knowledge
and using them in current situations to test their learning from the experience and
knowledge (Gajjar and Okumus, 2018). Also, CPD can be done through with the help of
professional courses and getting support with the seniors to improve skills and knowledge
that is required for the particular job role. The continuous professional development is
very helpful for the employee and employer as it increases efficiency and effectiveness of
work which ultimately increases business productivity.
Significance of CPD for employee
Motivation
CPD keeps an employee motivated towards their work as through CPD employees can learn
and improve various skills which motivate more work as well as provides job satisfaction
for them.
Future Employability
CPD enhance several skills and makes employee ready for future opportunities. In current
time employer expects skills and talented employees for their business organization and
that requirement is effectively fulfilled by CPD by making employees proficient (Ma et al.,
2019).

Adaptability
CPD continuously improve skills and competencies of the employees which helps them to
move with the change as well as to adapt the change easily within their work activity.
Significance of CPD for the employer
Business Productivity
CPD effectively increase efficiency and productivity of the employees that ultimately impact
on business productivity. CPD also helps employers in getting new ideas to increase
business sales as it enhances innovation and creativity of employer (Robinson et al., 2016).
Competitive Advantage
CPD significantly increases efficiency and productivity of employees and employers which
ultimately increase business performance that helps to gain a competitive advantage over
business rivals.
Retention
CPD helps employees to learn new skills which motivate them as well as provide job
satisfaction for them that ultimately reduce staff turnover and business organization
successfully retains their loyal employees (Stawarski, 2011).
EXPECTATIONS OF SKILLS AND COMPETENCIES BY EMPLOYER
Following are the expected job description of a receptionist manager in Marriott
International for which skills and competencies are expected by the employer of the
Marriott International and required for the job role of receptionist manager (Niemelä,
2019).
Expected Job Description of Marriott International
 Experience: 2-4 years

 Qualification: Minimum bachelor degree in Hotel Management
 Skills Required:
o Good leadership skill
o Good Communication
o Good management skill
From the above job description following are the skills expected by the employer and
required for the particular job role:
Good Knowledge
The employer expects from the candidate to have good knowledge about the hospitality
industry business as the role of receptionist manager in a Marriott International is very
important because the manager is responsible to respond to the queries of the customers
(Davidson and Wang, 2011).
Communication skill
Communication skill is very important for the job role of receptionist manager as
receptionist manager is responsible for interacting with customers and solve their
problems related to services provided to them. Communications skills are also helpful in
conveying messages to the upper and lower staff of Marriott International (Ybarra, 2012).
Leadership skill
The manager is also considering as a leader to guide human resource and manage business
activity and help in the growth of the business. For the job role of receptionist manager in
Marriott International, the employer required good leadership skill as being the reputed
hotel, compromise in the service quality is not acceptable and leadership skill is very
important to maintain the quality of the business activity of Marriott International
(Ponting, 2019).

Decision-making skill
For the job role of receptionist manager, the employer expects good decision making skill
as a manager is responsible for making critical decisions about the business activity
(Ravichandran et al., 2017).
IT skill
In today’s current world entire business activity shifts to digital for it, IT skill is very
important for the job role of receptionist manager as he/she required for managing online
booking, cancellation, billing etc.
Flexibility
It is the very basic yet tough skill to possess but very important in the hospitality industry
as employees need to work sometimes in different shifts in a different situation. Flexibility
skill is very much required for the job role of receptionist manager in Marriott
International (Wee, 2017).
Time management
In the hospitality industry business activity is entirely depends on time such as rooms are
booked on a time basis, accommodation is provided concerning time usage. Receptionist
manager is required to possess good time management skill to handle the business activity
of the Marriott International effectively (Zilber, 2018).
IMPORTANCE OF ONGOING PROFESSIONAL DEVELOPMENT
Ongoing professional development is very important as it provides many opportunities for
the employees and employer to develop as a whole and contribute significantly with their
skills and competencies in the business (Amin and Bhaskar, 2014). Following are the
importance of continuous professional development:

 CPD ensures that the skills and competencies of the employee meet with the current
requirements.
 CPD increases the flexibility of the individual to work in any situation.
 CPD increases the productivity of the employees that ultimately increase business
sales and revenues of the business organization.
 CPD ensures that employees always been motivated eager to learn new skills.
 A most important element of CPD is, it helps employees to self-evaluate their skills
and competencies so that they identify the areas for improvement for them.

LO2
OWN SKILLS, CAPABILITIES AND COMPETENCIES FOR THE JOB ROLE OF
RECEPTIONIST MANAGER
Evaluating own skill and capabilities is very helpful to improve the weak areas for the
specific job role. The job role of receptionist manager is a very important position in
Marriott International as the manager is responsible for the many of the key business
activity such as manages booking, solve customer queries, guide human resource of the
business etc. for which various effective skills are required (Aureli and Supino, 2017). I
divided my skills into hard and soft skills for easy evaluation. Following are my capabilities,
skills and competencies for the job role of receptionist manager in Marriott International
Hard Skills
Hard skills are those skills which are learned through professional courses and for which I
have a degree of completion.
Hard skills Required for Professional Standards
and Job Role
Ratings
Diploma degree I completed bachelor in hotel
management and have a degree of it.
10
IT Training I joined professional classes of IT skill to
learn the knowledge to use digital
technology in business activity which is of
1 year.
9
Soft Skills

Soft skills are those skills which I gained through my past work experience and my learning
without any hard course to improve skill (Guttentag, 2015.). Following are my soft skills
concerning the job role of receptionist manager in Marriott International:
Soft Skills Required for Professional Standards and Job Role Ratings
Communication skill I possess good communication skill as I often
interact with people in my past work that helps
to shape my communication skill.
Communication skill required for the standard
of receptionist position in Marriott International
is very high for which I think I able to meet the
standard (Jobin, 2011).
9
Self-motivated I am a highly self-motivated person and have
good knowledge of various motivational
theories and techniques through which I often
motivated my subordinates for better work.
10
Leadership &
Management
The job role required good leadership and
management skill for which I think I possess
good management skill as I often maintain good
coordination between work and resource and
complete the work in good quality. Also, I think I
am a good leader to guide human resource
towards growth and success with the help of my
leadership skill.
9
Time Management The most of the hospitality business activity is
entirely based on the time usage of the service
provided to the customer for which I think I met
with the standard required by the employer of
Marriott International but still some
8

improvement requires (Kozic, 2012).
Flexibility I often work in flexible shifts and I don't have a
problem in working in shifts. The job role of
receptionist manager in Marriott International
requires working in various shifts for which I
effectively meet the required criteria.
10
Problem-solving &
Decision-making
skill
I somewhat require to improve my problem-
solving and decision-making skill to meet the
standard of Marriott International (McGinley et
al., 2019).
7
RANGE OF LEARNING THEORIES AND METHODS USED FOR PROFESSIONAL
AND PERSONAL DEVELOPMENT ACTIVITY
Many developments and learning theories can be used for the personal and professional
development process. Following are the range of various development and learning
theories:
VAK Learning Style
VAK style of learning is based on 3 things learning through the visual source, learning
through the audio source and learning through kinesthetic. All three are different yet
effective tools for learning as through visual learning learner can learn through videos,
graphs, charts or tables which are a very effective method of learning as it is easy to
understand and interpret. Audio learning refers to the learning process in which learner
can learn through audio sources such as getting guidance from seniors through telephonic
conversation (Ladkin and Buhalis, 2016). Lastly, kinesthetic learning is the process of
learning through highlighting things or touching which is helpful in focus on the specific
thing from the big data.