Professional Development and Skills Enhancement Report - University

This report focuses on professional development and skills enhancement, using the role of a waitress at Saray restaurant as a case study. It begins with an overview of the restaurant and the skills and competencies expected of a waitress, including communication, organization, and customer service. The report emphasizes the benefits of ongoing professional and personal development, highlighting how it can enhance career prospects. It then delves into learning theories, specifically Abraham Maslow's hierarchy of needs and Freud's structural model of personality, and how these theories apply to personal and professional growth. The report evaluates the author's skills and abilities, considering both soft and hard skills, and proposes development approaches to enhance their career. Part B of the report outlines clear and achievable targets, strategies, and outcomes for learning and training within the chosen organization, referencing relevant learning and development theories. The report concludes with a list of references.

Running head: PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
Professional development and skills enhancement
Name of the student
Name of the university
Author’s Note

1PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
Table of Contents
PART A...........................................................................................................................................3
1. Introduction and overview of the organization?......................................................................3
2. Skills and competencies expected by the employer for the specific role of the waitress?......4
3. The benefits and importance of undertaking ongoing profession and personal development
and how it can enhance carrier prospects?..................................................................................5
4. Learning theories and approaches used for personal and professional development?............6
First theory: Abraham's Maslow’s theory....................................................................................6
Second theory: Freud’s Structural Model of Personality........................................................7
5. An evaluation of their skills and abilities in terms of soft and hard skills...............................8
6. Consideration of the best development approaches to enhance their own profession and
personal growth?..........................................................................................................................9
PART B.........................................................................................................................................10
1. References to how elements of your plan apply underpinning learning and development
theory?.......................................................................................................................................10
2. Clear and achievable targets, strategies and outcomes of learning and training you will need
to work in your chosen organisation?........................................................................................10
References......................................................................................................................................13

2PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
PART A
1. Introduction and overview of the organisation?
The chosen company for the discussion of the topic is Saray restaurant. According to the
official website of Saray restaurant (Saraywelling.com, 2019), it is Situated in the heart of the old
town, with its maze of narrow streets and historic buildings, Saray Restaurant, offers you true
Turkish warmth and hospitality in its beautiful hidden courtyard garden and stylish interior
which is so much more spacious than you realise as you walk past the entrance.
The company claims to be Pioneer in providing the Brewing Technology comprises of
mixtures of Arts and Science that make the company A Remarkable Company. The company
offers a number of alcohols ranging from beers two other variances. Some of their products are
older Unicorn IPA, Glasgow red Ale, and Blackstar teleporter. These three are one of the famous
products sold by this business firm.
The business firm is famous for its rare collection of art crafts and antiques. This makes it
available through the collection from all over the corners of the world. The firm is truly a
collection of remarkable and unique items which are adventurous in nature and reflecting back
the Victorian era. The business firm makes use of the variety of the gin safaris to tipsy teas and
that too also the British brunches. They conduct live music concerts and provide delicious food
in the house.
The services that are offered by such firm ranges in beers, wine and spirits that are very
rare in terms of nature.
2. Skills and competencies expected by the employer for the specific role of the waitress?
The essential skills and competencies are as follows:

3PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
 A qualified degree in hotel management and hospitality service. This is to ensure that the
waitress is able to address the formal and hygienic factor that exists within the hospitality
industry.
 The hunger to strive into the market and understanding of customer requirements. This is to
ensure the chances of business prospects in the business operations of the firm.
 Proficiency in communication. The communication should be well-mannered and of
proficiency level as the waitress will be dealing with the domestic as well as with the
international basis clients (Raish et al., 2016).
 Organisation skills, management skills is one of the critical aspects of a successful business
firm — a management skills in terms for the better management of the business decisions.
The individual body should consider themselves as one and should together contribute
towards a common goal.
 Ability to withstand within distress situation and the ability to work in a teamwork
environment. This is to ensure that the waitress is able to cope up with the bar environment
and there do not take place any ego clash in between the present as well as among the new
employees being hired.
 The individual should be very formal in terms of timing; we have a deep connection for
punctuality. We give priority to the time. Time is very vital and one of the essential area of
management. This is the specific area to which we provide uttermost importance (Cyphert et
al., 2016).
 The ability of analytical reasoning and critical thinking is one of the vital essential
requirements of our company. This is to ensure that the hired individual possess the

4PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
capability to deal with the essential situations on its own and does not rely upon the top
management for every individual business related issues.
 Customer awareness of the ability of an individual to understand the perception of the
customers. This area is the second most area of focus in our business, and we give equal
attention. We mainly aim at management of CRM; maintaining a positive and healthy
customer relationship with the clients is one of our business principles. We operate on zero-
tolerance policy upon the complaints of the consumers (Jackson et al., 2015).
 Persuasion power, debility to persuade our consumers to generate new consumer.
Job Description:
Responsibilities:
 Arrange the table settings and maintain a tidy dining area for the pleasing environment.
 Deliver checks and collect bill payments, or any other mode of payments.
 Carry dirty plates, glasses and silverware to the kitchen for cleaning activity.
 Meet with restaurant staff to review daily specials, changes on the menu and service
specifications for reservations (e.g. parties).
 Follow all relevant health department regulations.
 Provide excellent customer service to guests.
 With a pleasant smile greet the arriving customers and make them confortable till they reach
their table.
 Bring the menu and provide detailed information in regard to various food items, when asked
(e.g. about portions, ingredients or potential food allergies).
 Prepare tables by setting up linens, silverware and glasses.

5PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
 Make the customers aware in regard to the present day special offers and make them feel
special.
 Up-sell additional products when appropriate.
 Take accurate food and drinks orders, using a POS ordering software, order slips or by
memorization.
 Verify customers’ IDs to ensure that they meet minimum age requirements for consumption
of alcoholic beverages.
 After receiving request from the customers provide order details to the Kitchen Staff.
 Serve food and drink orders whenever the arriving customers’ demands.
 Check dishes and kitchenware for cleanliness and presentation and report the management in
regard to any problems.
Requirements:
 Proven work experience as a designation of Waitress.
 Basic maths and analytical skills.
 Hands-on experience with cash register and ordering information system such as POS.
 Active listening and effective communication skills.
 Positive team spirit.
 Flexibility to work in shifts.
 High school diploma; food safety training is a plus.
 Attentiveness and patience for customers irrespective if they are angry or leading to a situation
of chaos.
 Excellent presentation skills along with the communication skills.

6PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
 Strong organizational and multitasking skills, with the ability to perform well in a fast-paced
environment.
3. The benefits and importance of undertaking ongoing profession and personal
development and how it can enhance carrier prospects?
At present, I was operating as a waitress in one of the mediocre based business firms. It is
one of the vital time where I was serving as a waitress. The profession has helped me a lot to
understand the activities that go on in the waitress profession. It has given me the opportunity to
look into the bar business more openly. It has given me the potential for understanding the
business related issue and how to overcome such problems. The flow of hierarchy that takes
place within the bar business (Cottrell et al., 2015).
I was able to address my strength and weakness that stays within me. I was able to
address such issues, and accordingly, I started to implement a plan to deal with such matters. I
also took help and recommendations from the senior authorities to make myself walk in a correct
path. I also understood that much of the skills gaps are there within me for which I decided to opt
for another training programme.
Moreover, I undertook a course for grooming myself to make aware of myself regarding
the Hospitality Services and the client requirements. I did an internship program for some time of
6 months in one of the reputed company to get better exposure of the business firm operating in
terms of hospitality activity within the UK region (Kraiger et al., 2014). I was assigned with
duties and various responsibilities, and this gives me an opportunity to understand the sense of
responsibility in the hospitality business. Before joining this internship program I had a different
perception, and now that I have a professional understanding after undergoing to the internship

7PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
program. Now that I know what are the various requirements of the consumers and how to deal
with them. I also understood the importance of consumer satisfaction within the hospitality
business industry. One of the key primary learning which I acquired is the proficiency (Baruh et
la., 2014).
4. Learning theories and approaches used for personal and professional development?
First theory: Abraham's Maslow’s theory
Within an Abraham's Maslow’s theory there exist seven different steps they are as
follows:
- Aesthetic needs- this is the stage which is concerned with the beauty and order and has
helped me a lot to understand the beauty in terms of hospitality service (D'Souza et al.,
2016).
- Cognitive needs- the stage is concerned with the desire to know and understand. The steps
help me to develop an understanding capability.
- Self-esteem needs- this stage is concerned with the feeling of self-competence and self-
respect. This stage has made me conscious of how to carry an activity confidently with the
objective to earn respect.
- Love and belongingness- this stage has taught me the importance of trust love affection and
belongingness. In the hospitality industry, it is essential to have concern towards another
person.
- Safety needs- this stage has made me about the importance that an individual seeks to be
safe.

8PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
- Psychological needs- this stage has enabled in to understand the necessities which an
individual desire to cause of fulfilling such as food, shelter, money (Najjar et al., 2017).
Second theory: Freud’s Structural Model of Personality
This theory of personal development was proposed by Sigmund-Freud which comprises of
mainly three distinct stages they are as,
 Id
 Ego
 Super Ego
Elaborating, this theory has helped me a lot in grooming myself as such it helped me clarify
and understand the psychological nature of personal human behaviour. This theory has entailed
that there are certain aspects of the individual personality that is primal in terms of nature and
that might pressurise to act upon certain basic urges of life (Mayer et al., 2015). Whereas, other
parts of the personality traits act to counteract this very particular urges and makes an individual
conform towards the demands of the utility.
It entailed that Id is the personality trait that an individual possesses from birth. It is
unconscious in terms of nature; it is a source of psychic energy.
The Ego takes place from the Id and is to make sure that the individual responses should be
acceptable in a manner in the real world (Freud et al., 2018).
The super-ego is one of the personality traits that comprise all of our moral standards and
ideals that we possess from our parents and society. This is regarding the sense of what is right
and what is wrong.

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5. An evaluation of their skills and abilities in terms of soft and hard skills.
MODEL- 1
The EFQM Excellence Model
It is one of the useful tools that is being implemented because of effectiveness. It is used
as an evaluation tool to evaluate and develop one owe capabilities. The model is also used to
provide assessment criteria for the Finnish Quality Award for Vocational Education and Training
and the Finnish Quality Award for Apprenticeship Training, European Quality Award and most
national Quality Awards competitions in Europe, including the Finnish Quality Award, The
model was developed by the European Foundation for Quality Management (EFQM).
This tool is mostly useful for the identification of the strengths and weakness and the
areas which may require improvement or changes (Calvo-Mora et al., 2015). This model serves
as an individual aspects evaluation basis. Making use of the components of this very specific
theory, the use of its various aspects has been undertaken in the identification of the area of
default. They are a public responsibility, development of the partnership, learning and innovation
continuously, leadership and constancy of purpose, focus of the customers, management by
objectives and focus, people participation in the development and involvement.
MODEL- 2
The CQAF model (Common Quality Assurance Framework)
It was introduced and proposed as a part of the Copenhagen process and is mainly a tool
for vocational education and training. This model aims at quality improvement (Cortoni et al.,
2015).

10PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
Hard skills
Analysis- I found that I was pretty good at analysis in terms of the clients of the bar.
Accounting- I was very much good in terms of the calculation and accounting.
Accuracy- To some extent, I was accurate enough as claimed by the desirable clients.
Friendliness- I was excellent in terms of friendship with the external surrounding.
Soft skills
Communication- I was proficient enough to deal with the domestic as well as with the
international clients.
Teamwork ability- I had the capability to work in terms of team work.
Adaptability- After much of the analysis I found that I had the potential to cope up with the
external surrounding (Mishra et al., 2014). It takes me less time to adjust to the current
surrounding.
6. Consideration of the best development approaches to enhance their own profession and
personal growth?
I understood the area of problem for which I decided to get myself into another internship
program for some time of more than six months. I continued my internship program for a time
period of 2 years. I undertake this measure as I was provided with the opportunity from one of
the best recruiting firms within the UK (Hirsh et al., 2014). I understand that this is the golden
opportunity and this could give me a much more exposure to the nature of the business.

11PROFESSIONAL DEVELOPMENT AND SKILLS ENHANCEMENT
I participated with the sole objective of grooming myself as I was able to identify my gap
of the area where I lack much of skills. I was supervised by Senior executive whose supervision
give me the way to work forward comma this always make sure that I was in the right path and it
also helps me to build confidence within myself.
PART B
1. References to how elements of your plan apply underpinning learning and development
theory?
Training- As it is one of means that will enable me in terms of overview regarding the
job role and the set of knowledge that is required to perform in the practical field. I will head for
the on the job training method as it will one of the effective means.
Professional development- This will help me to groom myself in terms of the professional
manner. The professional development criteria will proceed under the supervision of any senior
professionals. The guidance will be of qualitative means to me.
Carrier development plan- Lastly, I will head for the carrier development taking into
consideration the knowledge and set of skills acquired from the training and professional
development. My carrier development plan will comprise of the key set of skills that are essential
in terms of functioning within the hospitality industry (Ford et al., 2014).
2. Clear and achievable targets, strategies and outcomes of learning and training you will
need to work in your chosen organisation?
Achievable targets:
 I was about to collect new prospect and then conversion of this prospect into leads.
 I was given a fixed amount of target which I need to attain every month.