Skill Audit and Professional Development Plan for Receptionist Role

This report undertakes a personal skill audit and develops a professional development plan, focusing on the role of a hotel receptionist. It begins by explaining the benefits of continuous professional development for various stakeholders within the hospitality industry, specifically referencing the Hilton Hotel. The report investigates employer expectations of skills and competencies for a receptionist and assesses the author's abilities, skills, and competencies using a Brunel Skill Audit and SWOT analysis. It then reviews behavioral, cognitive, and social learning theories and approaches used for personal and professional development. A detailed development plan is provided to enhance chosen skills and competencies, with specific actions, resources, and timelines. The report concludes with a review of a job interview process, highlighting strengths and weaknesses. The overall aim is to identify strengths and weaknesses, and provide a plan for improvement.

Personal skill audit and
Professional Development
Plan

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
P1 Explaining key benefits of on-going professional development for different stakeholders. .1
P2 Investigate professional employer expectations of skills and competencies for Hotel
receptionist..................................................................................................................................2
LO2..................................................................................................................................................3
P3 Assessing own abilities, skills, and competences for a role of hotel Receptionist................3
P4 Review a range of learning theories and approaches used for personal and professional
development processes................................................................................................................5
LO3..................................................................................................................................................6
P5 Developmental plan to enhance chosen skills and competencies..........................................6
LO4..................................................................................................................................................8
P6 Undertake a job interview for a suitable service industry role..............................................8
P7 Review key strengths and weaknesses of an applied interview process................................9
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
To survive in the competitive world, every employee and employer must have efficient
skills and capabilities. Therefore, personal skill audit means to identify the strength and
weaknesses of an individual while professional development plan is a document that used to
overcome the weaknesses that is identify in personal skill audit. In the same way, the present
report main purpose is to assess the learning ability to demonstrate the role and importance of
continuous professional development. The chosen firm for this report is Hilton Hotel in
hospitality industry; which is one of the leading hotel in UK and provides best services to their
customers.
The present study will explain key benefits of on-going professional development for
different stakeholders and also describe professional employer expectations of skills and
competencies. Further, report will assessing own abilities, skills, and competences for a role of
hotel Receptionist using SWOT analysis and then describe the process of professional and
personal development process. Using professional developmental plan, study will enhance those
skills. Lastly, report will describe job interview and review the key strength and weaknesses.
LO1
P1 Explaining key benefits of on-going professional development for different stakeholders
On-going professional development is that process which helps to maintain and
documenting the professional skills. Therefore, it is a commitment to learning and improving the
skills which is actually required for the future growth and and it is quite necessary in the context
of employers of Hilton because of the following reasons such as:
 It helps to increases the employee retention, such that in this modern era where
employers are cutting more cost for the opportunities, then by offering professional
development helps the employees for their career progression and raise interest to keep
them in a firm for longer period.
 Re-energize the staff: On-going professional development programs also help to break
up the monotony of routine work and re-energize the staff members through creativity.
Further, this also helps to provide to gain new skills and perspective that keep retaining
the staff (Benefits of Professional development programs, 2018).
 Succession planning helps to sustain business reputation: This is considered as the
great tool for training future leaders in the firm. Rather than hiring outside the business,
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promoting within office is consider the great way to show the staff because they have a
long career in a firm. This helps to reduce the knowledge gaps, reduce employee turnover
and take a business at further level of success through better on- going professional
programs
There are different Benefits of on-going professional development for employees, some
of them are as mention below:
 Raise knowledge: It is one of the most important benefit for employees of Hilton
because through on-going professional development programs, the knowledge of
employees will automatically increases and this will directly affects the business
performance (Fukkink and et. al., 2019).
 Offer opportunities to learn new: These development programs provide an edge to be
competitive and it is an easy way to gain knowledge as well. As the knowledge increases,
it directly creates further opportunities for their career option. Apart from this, employees
are become more confident when the company provide different training, therefore, in
this way, they will become more versatile and prominent player in the organization.
P2 Investigate professional employer expectations of skills and competencies for Hotel
receptionist
For the hotel receptionist, the employer expectations of the skills and competencies is as
mentioned below:
Skills and competencies of a Hotel Receptionist Desirable Essential
Excellent verbal and written communication skills, that includes the
ability to communicate effectively through telephone, email and person

A good standard of education that further includes the high of English
(Written and spoken)

Basic knowledge of daily procedure and work experience of leisure
facility.

Exceptional customer service skills with friendly manner 
Ability to use initiative and work autonomously 
Good IT skills, that includes effective use of MS office Software 
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Effective time management and organizational skills with an ability to
multi-tasking and prioritise the workload in effective manner

Posses Excellent interpersonal skills with small and busy team 
Desire to further training and career prospect 
Working knowledge and experience within reception environment 
Ability to identify and resolve the problem in communication that also
arises when dealing with customers with some special needs

Presentable in personal appearance and outwardly enthusiastic and
confident

Good standard of literacy and numeracy with an experience of cash
handling

LO2
P3 Assessing own abilities, skills, and competences for a role of hotel Receptionist
In order to determine the skills, competencies and abilities of a Hotel Receptionist, there
is a need to do skill audit and this is done by using Brunel Skill Audit, that helps to measure and
record the skill of a person, the main purpose for conducting a skill audit is to identify the skills
and knowledge which a firm is mainly requires and a knowledge that an organization currently
has (Chitiyo and et.al., 2019). Therefore, the personal skill audit is as describe below:
Key I really need to work on this I could still improve I am quite confident,
I can do this
Key skills
Communication
Time management skills
Critical Thinking and Solving
Decision making skills
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Information literacy
Numeracy
Interpersonal skills
Leadership qualities.
By using SWOT analysis, personal skills and abilities can be easily determined such that
it is a tool that help to determine the strength and weaknesses, opportunities and threats.
Therefore, being a Hotel receptionist, my SWOT analysis is as mentioned below:
Strength Weaknesses
 Have good interpersonal skills.
 Leadership qualities
 I can easily motivate others and
influence others
 Good oral communication
 Team work abilities
 Have good customer experience
 Intelligent and have good with
attractive personality.
 Workaholic
 confident
 Can work under any pressure.
 Good education and professional
experience.
 Good knowledge of finance as well.
 Lack of written communication
 Lack of technical knowledge
 Decision skills are affected due to
emotional attachment of my team.
 Lack of time management skills that
also affected my work.
Opportunities Threats
 Having a good leadership skills will
help to grab new opportunities for
further career growth
 Having a good confident on my work,
 Due to emerging market and lack of
IT field, I cannot perform well, is the
biggest threat.

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I can opt further career option as well
such as data entry etc.
P4 Review a range of learning theories and approaches used for personal and professional
development processes
In order to explain the process of personal and professional development process, there
are various theories and approaches which are used some of them are as mention below:
Behavioral learning theory: This theory is one of the most important theory that mainly
focuses on the behavior of an individual. Further, this theory view learning as a change in the
rate and frequency of occurrence and some responses which also occur primarily as a function of
a environment factors (Kaiser, Hubley and Dimidjian, 2016). For example, in a classroom,
behaviorism is most useful to determine the relationship between the specific action by a student
and others. But on the other side, it is less useful to understand the change in thinking of a
student, and for that reason, other theory is used. Apart from this, the role of environment also
plays an important role and through motivation, the chances of doing work in efficient manner is
increases. Thus, it is beneficial for the person to learn and perform the task in more effective
manner.
Cognitive Learning theory: The theory mainly explains the thinking and differing the
mental process and also describe how they are influence by the internal and external factors in
order to produce the learning in individuals. Further, it is also help in personal and professional
development of an individual so that they can easily grab opportunities for their future as well. It
is also analyzed that disturbance in natural cognitive process also cause some behavioral
problems in an individuals and it is also based upon the cognitive model of human behavior
such that it refers to the individual's thought, feeling and ideas and knowledge so that they can
understand about themselves and an environment as well (Clark and Purdon, 2016). That is why
the quoted firm if applied this theory that result in not simply the response to a input but the
application of an internal image of the external environment in order to attain the goals. In
addition to this, it also helps to describe the process personal and professional development in
better way as compared to other theory.
Social Learning theory: It is the theory of learning process which proposes a new
behavior that is also observe by others. Therefore, it clearly shows that the social learning theory
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act as a bridge between the behavioral and cognitive theory (Spagnola, Dickerson and
Harper,2019). But on the other side, this theory is not helps to explain the element fully that is
why mostly ignored. Apart from this, it is also analyzed that this theory is mainly used at early
stages of life because in childhood, children generally opt others behavior and thus, as a result
this is mainly used for early stag only.
From all, the behavioral theory is used because it view learning as a change in the rate
and frequency of occurrence and some responses which also occur primarily as a function of a
environment factors
LO3
P5 Developmental plan to enhance chosen skills and competencies
Personal and professional development plan is the prescribe plan that help to manage or
overcome the weaknesses, further its main aim is to help own learning and growth through out a
career. Therefore, it is quite important to manage to learn and develop the skills up to date and
also make sure to work in continuous form (Allen and et.al., 2018). Therefore, as I am lacking
some skills and to overcome those, I used professional development plan which is as mentioned
below:
Skills need to be
developed
Action to be taken Importance of
developing skills
Resources Time
taken
Time
management
skills
To improve the skill, start
prioritize the work so that it
will help to manage the
task according to time.
Further by using Trello
and Priority matrix app, I
can also enhance my skills.
Moreover, by scheduling
the task and set deadlines
also help to manage the
work and avoid stress as
There is a need to
improve the time
management skills
because in the personal
and professional life,
an effective time
management helps to
creates positive image
upon others and also
balance my personal
and professional life.
Books and
proper
management
45
days
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well (Derrick and
Wighting, 2019).
Written
communication
In order to improve the
written communication,
there is a need to make
proper planning and take
the guidance from mentor,
because in Hotel
receptionist, it is quite
necessary to have an
effective written
communication skills.
Even, make proper use of
grammar and jargon (Sura,
Repka and Lischalk, 2019).
Can also use write to copy
as well to improve it.
There is a need to
improve the writing
skills because in my
current job profile,
there is a need to have
effective
communication skill so
that it can help to
creates positive image
upon others.
Mentor 25
days
Decision making
skills
Start taking small decision
as per the ability and then
evaluate the significance as
well (Branch and et.al.
2017). Further start
evaluating the decision and
then make necessary
changes as well. Start
reading motivational book
in order to know how to
take the decisions.
Having a strong
decision abilities will
help to creates further
opportunities for my
career growth as well
as career options.
Books and
articles
45
days
Information
Technology skills
Taking proper training
session of IT skills will
There is a need to
improve the IT skills
Trainer,
techniques
30
days
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help to improve it and
further, by using advance
technologies into the
working place will also
help to improve my
current IT skills (Mazzotti
and et.al., 2018).
because it will help to
lead the business into
further level of success.
Therefore, Information
Technology skills is an
ability which is
essential for the job
role to recognise and
evaluate when the
important informations
is needed.
LO4
P6 Undertake a job interview for a suitable service industry role
For the role of Hotel Receptionist, in Hilton hotel, there are different job interview
question which as as mentioned below with an updated CV:
1. Tell me about yourself?
2. What makes a good receptionist?
3. How did you cope up with the customer complaints?
4. How will you face different challenges with your working team?
Updated CV
To,
The Manager of Hilton,
United Kingdom
13th May, 2019
Recruitment Manager,
Dear Sir/ Madam,
I wish to apply for the job role of Hotel receptionist in your company, currently being
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advertised on newspaper. Please find an enclosed my CV for your consideration.
Personal Profile
I am efficient and organized person who is able to deal with different task at once. I have a
strong background in customer service and also enjoy to help people and giving them support.
Being a good communicator, I always had dealing with all level of people which does not phase
me and can easily work under any pressure. Further, I have a strong work ethic and desire to
succeed and also like to keep learning skills which will benefit my company. I am quite happy
to try any new task and enhance my current skills.
Employment History
 Housekeeping Manager at Apartments of London Liasing with kitchen staff in Emrald Hotel in UK.
Qualification
 Completed my Graduation from University of Strathclyde Post graduation from University of Birmingham
Skills and Abilities
 Computer skills- MS Office
 Cash handling
 Public dealing Good communication
Hobbies and Interest
 Listening music
 public dealing Writing and doing creative things
References
Available on request
Loren Yukon.
P7 Review key strengths and weaknesses of an applied interview process
1 Tell me about yourself?
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Answer: Hello, my name is Loren Yukon and I am efficient and organized person, able to deal
with different task at once. Even I have a strong background in customer service and also enjoy
to help people and giving them support. Being a good communicator, I always had dealing with
all level of people which does not phase me and can easily work under any pressure.
2. What makes a good receptionist?
Answer: A soft spoken and good communicator makes a good receptionist because for this job
role having a good communication skill is quite efficient and to deal with public, there is a need
to have a good communication. Further, a good team work abilities and leadership qualities
should also reflect the work of good receptionist.
3. How did you cope up with the customer complaints?
Answer: If I face any issue regarding customers service, I first listen customers issues and try
to analysing the root cause of the problem so that I can easily find the way of solution. Further,
by analysing the cause, I start find out different methods to get rid of this and at last, I also try
to apologize to the customers for whatever the are suffer from.
4. How will you face different challenges with your working team?
Answer: For the prescribe job role, working in a team is quite important but there are some
situation where I conflict may arises and at that time, I always listen to my entire team and find
different ways so that I can easily motivate my team members. Further, as I am possessing
critical thinking skill and problem solving skills which help me to solve the issues. I also try to
communicate my whole team in order to determine their different views so that I can come to
perfect conclusion.
Strength: From the above, through this interview, I also found some transferable skills as
a strength such that the team work, conflict management, decision making abilities,
communication skills and leadership qualities. It is so because the answers are quite perfect that
clearly matches the qualities which an organization needs Apart from this, the communication
skills is quite impressive and that is why it is consider as a strength for overall interview, it is so
because a person is able to express their view point in perfect way which is quite impressive for
an interviewer. In addition to this, the answer of this interview is not as unimaginative because as
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I go through the resume, I found the similar things which a candidate spoken during mock
Interview (Bates, Phalen and Moran, 2016).
Weaknesses: Moreover, it has been determine through an interview that the overall
interview is quite good but I feel that the interviewee is somehow did not match the deadline
because of the stress or nervousness. Therefore, this is consider as a weaknesses of the
interviewee. but the only weaknesses is the time management such that candidate did not match
up deadlines (Patton, Parker and Tannehill, 2015). That somehow affect the mock interview in
negative way but the strength overcome the weaknesses and overall, interview is conducting in
well manner as well.
CONCLUSION
By summing up above report, it has been concluded that personal and professional skills
plays an important role in every individual's personal and professional life. In the same way,
report also concluded that on- going interview is quite beneficial for the different stakeholders
such that for employers. It helps in retaining employees and for workers, the plan helps to
provide better career options for their future. Further, report concluded that some desired and
expected skills which the employer of Hilton Hotel needs to be in employee for the Hotel
Receptionist job profile. By using behavioral, cognitive and social learning theory, report also
concluded the process of personal and professional development process and by using personal
and professional development plan, report described the ways to overcome the weaknesses as
well. Lastly, report conduct a mock interview question for the job profile of Hotel receptionist
for Hilton Hotel and also review the strength and weaknesses of an interview process.
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Patton, K., Parker, M. and Tannehill, D., 2015. Helping teachers help themselves: Professional
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<http://www.josephchris.com/10-benefits-of-professional-development>.
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