Professional Development Plan for Receptionist Role at Hilton Hotel

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MIROSLAV - UNIT: 3 PROFESSIONAL IDENTIFY AND
PRACTICE
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Executive summary
The present content had been with outlining of professional development and retaining of skill
sets in order to have a successful productivity management. The concept of personal
development had been evident for highlighting an individual's own strengths and weakness that
would be competent for assessment regarding any sort of work field. Proper use of skilled
workforce in the development of various kind of operation can easily enhance working
capabilities of employer in all kind of conditions. The professional development plan had
inclusion of some basic requirements such as accounting along with development of
communications, supporting the management, personal appearances and better customer service
skills. In case of receptionist job role, the sustaining environment had been concluded to be more
demanding and more affluent in catering to Hilton hotel’s incoming customers and clients.
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Table of Contents
Introduction......................................................................................................................................4
LO1: Importance of ongoing professional development.................................................................4
P1: Key benefits of professional development for various organizational stakeholders.............4
P2: Professional employer expectations of skills and competencies...........................................5
M1: Evaluation of professional skills and development with organizational context.................7
LO2: Assessment of self skills and core competencies (Refer to appendix 1)................................8
P3: Assessment of self abilities and skills for specific job roles.................................................8
P4: Application of learning theories for professional development............................................9
M2: Evaluation of self skills and competencies that would be matched with professional and
personal skills.............................................................................................................................11
D1: Critical evaluation of skills and competencies....................................................................11
LO3: Professional development plan.............................................................................................12
P5: Professional development plan............................................................................................12
M3: Detailed professional development plan with application of learning theories.................14
D2: Comprehensive development plan with clear set of achievable targets and strategies and
outcome......................................................................................................................................14
LO4: Range of transferable skills..................................................................................................15
P6: Job interview........................................................................................................................15
P7: Review of key weakness and strength for applied interview process.................................18
M4: Job interview process evaluation........................................................................................19
D3: Coherent and critical reflection for self abilities during interview process........................19
Conclusion.................................................................................................................................20
Reference list.................................................................................................................................21
Appendices....................................................................................................................................22
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Introduction
The concept of personal development stays evident for highlighting an individual's own strengths
and weakness that would be competent for assessment regarding any sort of work field. It not
only pertains to showcasing of self strengths and weakness but also sustains to show skills sets
required for development. In light of this, the report would be highlighting importance of
professional development along with its benefits in terms of job role of receptionist within
Hilton Hotels, U.S. There would be also be given core competency analysis to highlighting
desired requirement of personal development. In addition, various learning theories would be
compelled for highlighting skill sets and to sustain developmental approach.
LO1: Importance of ongoing professional development
P1: Key benefits of professional development for various organizational
stakeholders
Figure 1: Key benefits of employer
(Source: created by researcher)
Employer benefits
The professional development plan can be beneficial for gaining a lot of experience regarding
various business operation and organizational stakeholder (Chiu et al. 2016:52). Proper use of
skilled workforce in the development of various kind of operation can easily enhance working
capabilities of employer in all kind of conditions. In case of Hilton hotel, management needs to
focus on the development up to date knowledge regarding the employee so that he management
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can easily get high amount of return through development opportunities. In order to enhance the
job role of employee, management of Hilton hotels can also provide proper training regarding
the latest trends and technology to its entire employee on regular basis.
On the other hand competitive advantage has always been a very good factor for the
management regarding various issues related to gain trust from customers. It has been also seen
that the management of Hilton hotel has managed to use the name of the brand to encourage its
customer in terms of various kinds of services (Hilton.com, 2019). Management of Hilton can
easily use its brand name and value for the development of trust among customers.
Employee benefits
As per the view of Dalmaso et al. (2015:86), proper motivation given to employee on regular
basis can be very beneficial in obtaining high class performance in gaining profit from customer
and it can easily enhance level of service provided to the customer. In case of Hilton hotel,
management can easily provide motivation by giving award in performance basis on regular
basis. This can be very beneficial in obtaining high class results from service level of employee.
On the other hand personal satisfaction as well as employment security can also be very
beneficial in obtaining high result in development of benefits.
Personal satisfaction can be given to each and every employee by providing extra benefits to him
and his family such as providing quarters, health care benefits, job security as well as education
for the children of employees in Hilton hotels. The role played by the management in achieving
target related to the growth of Hilton hotel is same as the service provided by each and every
employee of the hotel.
P2: Professional employer expectations of skills and competencies
Professional standards and expectations
As per the view of Owen (2015:195) importance of projecting brand image is very important for
achieving target in hospitality industry. I have a good sense of projecting brand image as well as
to show various benefits of services. Maintaining professional standard is also very benefits for
employee in order to enhance its role in development of image of organization in international
level. On the other hand it has been also seen that representation of brand by individual needs to
be carry on professional and proper way.
Skills expected in the workplace
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Figure 2: Soft and hard skills
(Source: created by researcher)
Soft skills
Soft skills such as self confidence as well as communication level of employee are very
important in order to maintain the flow of business operation in proper and accurate manner. I
have managed to understand the machinery language in office for proper flow of knowledge
between various department or operation fields. On the other hand creative thinking and
initiative can be very beneficial in enhancing the role of individual as well as cultural aspects of
business development.
Hard skills
As per the view of Prestridge & Tondeur, (2015:281) various types of hard skills such as use of
accounting , statistics, customer serving skills as well as cultural awareness skills can be very
beneficial in enhancing the capabilities of management of hospitality industry. I have maintained
high quality of common skills and standard such as customers serving skills and cultural
awareness skills for meeting needs of customer in aspects of the growth of knowledge in all
sectors.
Various expectations from Employer Self standards
Projecting brand image I show the customers benefits and quality of
brand services with the offers given by my
hotel.
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Softskills

Ability to show various benefits of services I have convincing ability to show various
qualities of brands
Self confidence I have represented by hotels in various
seminars and promotion events
Maintaining professional standard I respect cultures aspects in my hotel to
maintain professional standard.
Proper representation of brand Proper representation of brand has been done
by me by in various public show and
promotional events
Communication skill I always tried to learn maximum language in
order to provide proper and accurate services
to my customers
Creative thinking skills I have designed various decorative items in
common area of my hotel
Table 1: Skills assessment
(Source: created by researcher)
M1: Evaluation of professional skills and development with organizational context
Advantages
Soft skills stay advantages through provision of benefits regarding empowerment along with
ability for communicating through an effective manner. A stronger characteristics approach
along with better communication skills is likely to showcase positive impedance over the
incoming customer and clients. A hard skill on contrary provides necessary expertise on account
of which the receptionist would be likely to have positive notions regarding maintained of
workplace culture. There can also be maintained workplace safety along with impendence on
better provision of service.
Disadvantages
Soft skills are found rather dissatisfying when it comes to rigorous work flows. While for smaller
firms, the receptionist would be free from any burden, from multinational hotels, major of works
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are to be handled by receptionist starting from welcoming to their servicing. Here soft skills fail
to cater to a wider business area (Prestridge & Tondeur, 2015:283). Hard skills are disadvantages
through engraining conflicts among the customer and that of front desk which can downgrade of
overall productivity and thus promote negative ales growth and revenue generation.
LO2: Assessment of self skills and core competencies (Refer to appendix 1)
P3: Assessment of self abilities and skills for specific job roles
Personal SWOT analysis
SWOT analysis
Strengths
● Brand image projecting to use of better
communication and showcasing
positive mentality
● Professional standards including better
work representation
● Soft skills including creative thinking
with delegation
● Hard skills including accounting and
customer service skills with cultural
awareness
Weaknesses
● Less knowledge of technological
usage
● Les sensitive towards diverse cultural
segment works
● Personal appearance
Opportunities
● Front desk training
● Working in delicate demo situations
for enhancing skills
● Auditing of soft skills
Threats
● Customer dissatisfaction favouring
poor knowledge and information
Table 1: Personal SWOT
(Source: created by researcher)
From the above table, it can be said that I am more qualified to deal with clients and customer as
I am equipped with presentation skills and creative thinking in order to satisfy them. Through use
of my cultural awareness I would be evident for catering to diverse range of customers and thus
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sustain their opinions and demands through use of my communication skills. However,
weaknesses have been evaluated in form of less technological knowledge with less impedance
over personal appearances. As coined by Cottrell (2015:11), appearance with pleasing
communication skills are much more significant to attract and retain customers within hospitality
sector. In terms of such I would be facing issues regarding customer management on a higher
level. As per the demands of job role, for being the receptionists, dissatisfaction customers
would deescalate the growth graph.
Figure 3: Belbin’s team roles
(Source: influenced from viewpoint of Kirton 2012)
However, opportunities such as auditing of soft skills along with conferencing over front desk
training would likely to elevate my skills set and my issues. As per views of Kirton (2012:9),
personal skills audit would be eligible to highlight required development and the subsisting gaps
in gaining skill sets. For me, it would be beneficial to maintain my position as a receptionist thus
sustaining more clients and customers. In terms of Belbin’s team role, exploring logical
reasoning along with analysing the situation with catering to the individual with demand are with
similar matching with that of mentioned skills and opportunities. Hence I can work as a monitor
as through opportunities and skills, I would be evident to work as receptionist, thus satisfying
clients and customers. In turn it would eliminate threat of customer satisfaction on account of my
weaknesses.
P4: Application of learning theories for professional development
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In respect to the mentioned job role of receptionist, concern of behavioural approach would be
most suitable which sustaining learning approaches. In terms of such, behaviour learning theory
is comprised of conferring to the idea that every sort of behaviour can be controlled along with
modified favouring the consequences of that particular behaviour. In terms of such, the qualities
such as better communication level along with good interpersonal skills and creative thinking
could be showcasing the receptionist's aspects and gestures. These are likely to implant positive
relationship with customer and clients (LOON, 2016:3). The idea thus stays positive for the
mentioned job role of receptionist in Hilton Hotels.
Figure 3: Kolb’s learning cycle
(Source: influenced from viewpoint of ZOLLER and PRESTON, 2014)
In terms of learning theories, Kolb’s learning cycle is affirmative towards sustaining the
situation through analysing the experience along with managing their observatory aspects.
Additionally the conceptualisation would be evident for sustaining learnt from experiences. It
would be evident for enabling learning which can be oriented through perception of preferred
methodology of sustaining the environment (ZOLLER and PRESTON, 2014:17). On another
direction, theoretical concern of Bloom’s taxonomy would be evident for promoting higher
thinking forms thus sustaining critical thinking and analytics. It would be evident for receptionist
position with respect to analysing customers’ demands and aspects thus sustaining progress.
Few developmental options can be considered in terms of formal training, shadowing, on job
training along with mentoring and coaching. There can also be conferred to conferences. While
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formal training would be dealing with only guiding through aims and objectives, on the job
training would be essential for sustaining work in practical field thus widening the experience.
This can be termed beneficial for the receptionist job role as it would lead to provide the desired
experiences (Cropley et al. 2016:291). Additionally shadowing work of hierarchy can also
produce an idea of having better working criteria and extra knowledge regarding receptionist job
with provision of in depth information.
M2: Evaluation of self skills and competencies that would be matched with
professional and personal skills
Few skill sets that have been identified are better communications, showcasing of positive
mentality, better work representation, creative thinking with delegation and cultural awareness.
The behavioural learning style can be pinned with cultural awareness and better
communication. The behaviour from customer and clients would likely to put impedance over
the receptionist's approach for dealing with them and to devise suitable strategies for sustaining
the customer satisfaction. Positive behaviour is likely to enable catering of multiple cultures
highlighting requirement of better communication. The Bloom’s Taxonomy would be evident for
enabling higher forms of thinking and thus promote better suggestions and information to
customer and clients (Francis et al. 2016:283).
In case of elimination of weaknesses such as requirement of technological skills and poor
sensitiveness towards multiple cultures, an on-the-job training with highlights to shadowing can
be termed most suited. On-the-job training would be evident for producing knowledge regarding
practical working situation which can be termed more useful for gaining insights about the
working culture (Stewart et al. 2016:276). Shadowing can be referred by receptionist by a limited
means in order to see the huaraches working and to gain insight of their working styles.
Implicating such can be with positive results.
D1: Critical evaluation of skills and competencies
In terms of issues, there are likelihood of them occurring while shadowing the hierarchy by
receptionists to deal with customers and clients. A complete different attribute are likely to be
unsuitable and might entail to negative satisfaction of customers thus downgrading progress of
hotel and brand image. Though bloom’s taxonomy through their analytics and attributes are to
elevate thinking skills, it on another hand stays depressive through showing constructs lacks
(Tymon & Mackay, 2016:431). The receptionist while being busy with meaningful learning
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skills gaining might incur issues for sustaining new information analytics. A comparison of new
and older information are likely put stress over the receptionist thus disrupting working criteria
and aspects of learning cycles.
LO3: Professional development plan
P5: Professional development plan
Required
skills
Specific Measurable Achievable Realistic Time frame
Accounting Technological
advancement
such as use of
accounting
software and
management
tools
Good use of
management
accounting
software and
less errors
with high
customer
valuation and
charting
Can be
achieved
through on
the job
training and
use of work
field
experience
Better use of
accounting
tools would
be saving
time as well
as improving
registration
and online
service
aspect.
On-the-job
training for 3
months
Customer
service skills
Sustaining
patience with
enhancing
acting skills
and positive
body
language
More
customers
engagement
and positive
reviews from
them
Using
frequent eye
contact with
customers
and
awareness of
customer’s
demands
Better
customer
service skills
would lead to
more brand
imaging and
increment in
customer
base
highlighting
revenues
Duration of 1
month
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