Professional Identity, Development, and Skills in the Service Industry

This report analyzes professional identity and practice within the context of the Hilton Hotel. It begins by examining the benefits of ongoing professional development for various stakeholders and investigates employer expectations regarding skills and competencies. The report then assesses the author's own abilities, skills, and competencies for a service manager role, including a SWOT analysis. It reviews a range of learning theories and approaches used for personal and professional development, such as behaviorism, cognitivism, and constructivism. A development plan is constructed to enhance chosen skills and competencies. Finally, the report includes an analysis of a job interview undertaken for a suitable service industry role, reviewing key strengths and weaknesses of the interview process. The report provides a comprehensive overview of professional development within the service industry.

Professional Identity
and Practice

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
P1. Examining key benefits of ongoing professional development for different stakeholders of
Hilton......................................................................................................................................1
P2. Investigating professional employer expectations of skills and competencies................2
LO2..................................................................................................................................................3
P3. Assessing own abilities, skills and competencies for a specific role...............................3
P4. Reviewing range of learning theories and approaches used for personal and professional
development process..............................................................................................................5
LO3..................................................................................................................................................6
P5. Constructing a development plan to enhance chosen skills and competencies................6
LO4..................................................................................................................................................8
P6. Undertaking a job interview for suitable service industry role........................................8
P7. Reviewing key strengths and weaknesses of applied interview process..........................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
The term identity represents as the process by which person seeks to segregate their roles
and status and states about their own personality (Andersen, 2014). Professional identity is
termed as someone that is perceived in a relation of membership that is done professionally
(Introduction to Personal Identity, 2016). It has been created with the help of beliefs and
attitudes through which individuals define themselves at workplace. In this report, Hilton Hotel
has been taken into consideration. It is a brand of hotels and resorts with full service world wide
and was founded by Conrad Hilton.
Here, there will be discussion on the benefits of ongoing professional development and
employer’s expectations towards employees for a particular position. Along with this, personal
skills and abilities will be described. In addition to this, professional development plan will be
constructed that enhances the skills and competencies of employees. This assignment will also
highlight the theories and approaches that are used for personal as well as professional
development process.
LO1
P1. Examining key benefits of ongoing professional development for different stakeholders of
Hilton
Thus, the key benefits of ongoing professional development have been discussed as
below:
Improved employee performance- Ongoing professional development training helps in
increasing the efficiency of performance of employees. This type of training helps employees of
Hilton in performing tasks with high abilities and with skills to perform their particular jobs.
They will be getting greater understanding of responsibilities within their particular role in
Hilton. This confidence of workers will in turn help company in benefiting more profit and
achieving success. Ongoing professional development results in holding a strong position in
market and gaining confidence in facing the competition.
Improved customers satisfaction- If Hilton makes investment in training, it will show
employees that they are valued. This will later help employees to work with enthusiasm and
produce high quality products and services. This in turn will help customers to meet the products
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or services they have desired. Thus, it also helps in increasing customers' engagement towards
the brand.
Helps in being in touch with the latest technology- Thus, Hilton is being in touch with
new technology that becomes difficult for them to run one off training session. Thus, it is
required to ensure that staff of Hilton hotel are ongoing with regular training and development
session in order to maintain efficiency and attract a large number of customers towards the
brand. This also helps in gaining interest of a large number of investors towards Hilton that leads
in achieving long term success and brand image.
Addressing weaknesses- Employees have some types of weaknesses at the workplace.
Therefore, ongoing training helps in strengthening those skills that are required to be improved
(Putta, 2014). This type of training helps in bringing higher level of skills and knowledge in all
employees that are involved in Hilton. Professional development is very important in Hilton as it
helps in making team to work independently or together without any guidance from the
supervision or constant help from others.
P2. Investigating employer expectations of professional skills and competencies
Thus, expectations of professional employers of skills and competencies has been
discussed as per below context-
 Positive attitude- attitude is the main thing that affects the supervisor or co-workers at
workplace. This also affects the way employee feel for tasks and their satisfaction
towards accomplishing the objectives. Thus, having positive attitude' means that workers
are looking for the best quality goods and services for people or customers. This also
fulfil the expectations of employer that they can willingly take challenges and can find
ways in accomplishing all types of tasks either easier or tedious without complaining.
 Dependability- Employer of Hilton usually expect this quality in employees. Being
dependable means that they can do what they are saying will do. Thus, colleagues and
managers of Hilton rely on service manager to fulfil certain targeted objectives. Having
this quality or skills will make them successful because they are ensured that they can
constantly work in order to exceed those expectations that are set by company.
 Continual learning- this type of skill helps in increasing the contribution that is made in
order to make company reach the boost. Thus, having ability to learn continuously will
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help the service manager to work with enthusiasm and with high quality efforts that will
help Hilton to increase the customer attraction towards the brand.
 Initiative- employee must have the ability of taking initiative of sharing innovative and
unique ideas to Hilton and take advantage to work on task outside their comfort zone.
This makes the employee to learn new things and company to test you by giving different
tasks.
 Cooperation- thus, working with cooperation is the most important asset of Hilton. This
means that service manager has to work along with team members so that they get
succeed (Mone and London, 2018). They may not have all the skills and competencies
that are required for the position by employer. But they must have ability to cooperate
with team work and also share their views regarding a particular tasks. This will in turn
help them to make company a better place and also attract large number of customers or
visitors towards them.
M1. Evaluating the importance of ongoing professional development and professional skills
required
Ongoing professional development helps in increasing job satisfaction of employees and
also, raises motivation that increases financial gain. Ongoing learning is defined as having an
ability to develop skills and knowledge of particular individual in a continuous way that helps to
perform in an effective manner and adapt changes at the workplace (Wrzus and Roberts, 2017).
it helps in attracting new talent. As everyone wants the best employees to work with their brand,
thus, Hilton attracts new and the best skilled talent from beginning with the help of ongoing
training. This aids in making a positive brand image and people may like to apply to a company
they are searching for. This in turn helps investors in gaining interest by earning high volume of
profit by Hilton.
D1. Critically evaluating skills and competencies to meet employer expectation of professional
skills required for employment
Competencies and skills are knowledge that leads in high quality performance and these
traits also identifies roles and responsibilities of successful employees (Bartoszuk and Deal,
2016). Therefore, employer hire those people as employee of their respected company to make
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money and save money earned by them. Employer find those skills that are really required in
order to raise the profitability of Hilton.
LO2
P3. Assessing own abilities, skills and competencies for a specific role
The role that is specified here is of service manager. The main aim is to provide excellent
customer service and has to make sure that customers’ needs are satisfied and promote unique
ideas in Hilton (Cottrell, 2015). Thus, skills abilities and competencies of service manager has
been discussed with help of Swot analysis as per below context-
Skills
 By performing a role of service managers, service manager must have a quality of
communication skills. Thus, good communication skills helps in maintaining
good relationships with customers.
 This skills help in achieving great success and is most important of all the
qualities. It is simply act of transferring information from one person to another in
different areas. It may be verbally or written.
 Thus, being a service manager, they have to communicate with every type of
customers. Hence, information shared by service manager is in a clear way that
helps customers and other departments of organisations to meet the needs of the
customers by serving goods and services desired by them quickly. T
 They must also have strong motivational, planning and organisational skills.
 They must have multi tasking ability.
 They must have problem solving skills.
Abilities
 They must have ability top keep patience so being a service manager it will
influence them to a great extent along with the reputation of Hilton. Thus, great
service beats the fast service.
 They contribute time in analysing needs and requirements of the customers and
trends in market. Patience is very much important in to both customers and
services.
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 It helps in making quality decisions so this weakness will affect me in order to
achieve long term profitability and loyal customer base.
Competencies-
 They are responsible in managing agreements of service levels with customers and
external service providers.
 They have to handle complaints and queries.
SWOT analysis
Strengths
 I have good communication skills. This
helps me in building good relationship
with staff and customers.
 Problem solving skills that help me in
resolving dispute among members.
 Information technology skills that helps
me in researching on various trends in
market.
Weaknesses
 lack of multitasking ability
 lack of time management ability
Opportunities
 Having good communication skills help
me in building and maintaining
relationships with customers that later
helps me in achieving loyal customer
base for my brand and I can expand my
business all over the world.
Threats
 Lack of time management skills may
affect me in achieving long term
success of a particular business as I
may not be able to manage any kind of
work on time and success may get
delayed due to this.
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P4. Reviewing range of learning theories and approaches used for personal and professional
development process
Learning theories are the frameworks that are conceptual and describes the ability of
individual in order to absorb, process and retain the knowledge during learning (Allen, Kelly and
National Research Council, 2015). This plays a huge role in acquiring knowledge and skills that
are required to achieve success in targeted goals. Thus, learning theories that are used by Hilton
in terms of professional development process has been described as per below context-
 Behaviourism- This is the learning theory that focuses on the behaviour of individuals.
This mainly combines the elements of philosophy, methodology and psychological
theory. This includes simple understanding because it is relied on observance of
behaviours and describes universal laws. It acts as a world view that operates on stimulus
response principle. This type of process do not prepare the individual who are willing to
learn in terms of problem solving or creative thinking. This is the major disadvantage of
this type of learning process.
 Cognitivism- This works mainly on conscious thought theory, conversation, decision-
making and emotions. It is also important as it focuses on the mental process that are
essential for the development of cognitive nature. This also includes the process of people
perceive, their thinking, remembrance, skills of solving problems and also attention to
one stimulus rather than other.
 Constructivism- This theory says that people constructs their understanding and
knowledge of their world on their own with help of experiencing things and reflecting on
their experiences (Castillo and et.al., 2016). It emphasises on the social influences'
importance, free will and consciousness of an individual.
 Experimentalism- It is a philosophical belief that is defined as a practice in order to
conduct studies or a love for a new or particular experience. It is considered as
sophisticated as behaviourism learning theory or constructivism because it represents
atomistic view of the learner.
 Connectivism- This is the new and trendy method of learning. It is the theory of learning
in a digital age that emphasizes the role of social as well as cultural context about the
process and place of learning that occurs. This not happens only within individual but
also across the networks.
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Thus, Hilton uses connectivism method of leraning as it takes use of online learning. To train
staff on the new proprietary platform, called OnQ technology, Hilton decided to create online
learning materials. In total, 55 hours of online materials were needed in order to cover all the
various aspects and users of the systems. These had to be translated into seven languages so that
15,000 users in over 70 countries could use them.
M2. Evaluating own skills and competencies
Skills
I have good communication skills will help in building gaps between customers and
business. With help of these skills, it will become easier for me to communicate with customers
about their needs and wants and later communicate with operation manager in order to fulfil their
requirements accordingly. This will lead them in expanding and diversifying business in abroad
and achieve high volume of profits and brand image.
Competencies
I will have to handle frustration that will affect the performance of Hilton. This can help
me in understanding the actions and words used that can cause conflicts between colleagues.
Furthermore, I have a patient nature that can help me in understanding words of others and can
communicate with them easily.
LO3
P5. Constructing a development plan to enhance chosen skills and competencies
Professional Development Plan
Activities Resources Time Importance
Patience Stress management
training is required in
order to build patience.
It requires 2 months to
overcome the issue of
lack of patience.
This will help service
manager in analysing
all the desired needs
and wants of
customers so that it
will help them in
achieving high profits
and loyal customer
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base.
Lack of awareness Performing self-
reflection daily or
taking help of
counselling.
It requires 1 month in
order to overcome this
problem.
It plays critical role in
business environment
because if they will
have better and up to
date understanding of
myself then only it will
help them in bringing
up the unique
individual hidden in
myself. This will later
help in giving
innovative ideas to
Hilton so that they can
implement on that and
achieve great success
and brand image. This
will help in providing
appropriate services to
customers.
Problem solving skills Continuous training
and development.
It requires 3 months
training for service
manager to overcome
these skills
It is important to
reduce conflicts in
Hilton. It also plays
important role in
motivating employees.
Multi-tasking Training Requires 3 months to
gain multi-tasking
ability.
It is important in order
to fulfil the needs and
requirements of
customers easily and
quickly.
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M3 & D2. Providing detailed development plan
Detailed and comprehensive professional development plan
Skills Current level Expected level Activities Time taken
Problem solving
skills
At present,
service mmanager
have gained these
skills, but
required little
more time to get
perfect.
The level that is
expected is to
create appropriate
way to overcome
the problems that
are affects the
loyalty of
customers.
High level of
training is
required in order
to enhance the
skills.
It requires 1 more
month that will
later help in
creating loyal
customer base.
Multi-tasking At present level,
service manager
have gained the
least ability of
multi-tasking.
Thus, to enhance
the goodwill of a
company, they
will need more
training.
The level that is
expected is that
they must attempt
unlimited number
of tasks together
so that Hilton
enjoys huge
competitive
advantage and
earns higher
profit.
To overcome this,
high level of
training and
personality
development has
to be done.
It will require 2
months in order to
gain complete
knowledge and
skills of service
manager should
be multitasking.
SMART objectives
My employment goal is to be a receptionist. The smart objectives analysed is discussed
as per below context-
Specific- I need specific skills to gain with help of training and coaching so that I can
achieve the goal of being a receptionist.
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Measurable – I will try to measure my achievement and accordingly adopt future
strategies to achieve long term success in gaining that objectives.
Attainable- this helps me in focusing on what has to be done exactly in order to achieve
particular goals. It will also help me in analysing what is lack in me and accordingly use tools to
accomplish it and meet the objectives.
Relevant- the objective must be relevant to the skills. Lack of relevancy may affect the
way to reach a particular objective.
Timely- providing time constraints also creates sense of urgency. Therefore, it is useful to
define what has to be achieved half way through the entire process.
LO4
P6. Undertaking a job interview for suitable service industry role
Updated CV for profile of Receptionist
Personal summary
Accomplished and driven receptionist having experience of communicating with people in
wide range
Experience
 Plan schedule and supervise the work of other 10 Front Desk employees
 Process guest arrivals and departures including all necessary payments
 Oversaw guest registration reservations and other clerical duties with a focus in quality
and courtesy
 Solid experience in accounting functions such as account Payable/Receivable and
auditing
Skills
 Multitasking
 Prioritizing
 Organization
 Technical skills
 Interpersonal skills
 Initiative and problem-solving abilities
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