Work Based Learning Report: Skill Audit, Career Goals, Hilton Company

This report delves into work-based learning, focusing on a skill audit and the development of a personal development plan. It outlines the skills and knowledge essential for a front office manager, including active listening, coordination, time management, and communication. The report documents learning progress through reflective logs and journals, and it details planning for future career goals, specifically aiming for a general manager position within Hilton. The analysis includes a SWOT analysis, personal development plan, and identifies the need for technological skills. The report emphasizes the importance of communication, presentation, and customer service skills, as well as the need for continuous learning and adaptation in the fast-evolving hospitality industry. The report concludes with a plan for future career progression and the necessary skills needed for the same.

Work Based Learning

TABLE OF CONTENTS
Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Documented skill audit and according to it develop a personal development plan.....................1
Report on progress in planning and undertaking their work role................................................3
Skills and knowledge that requires for the front office manager.................................................4
Documented learning and the progress with reflective logs and journals...................................5
Report on the planning for the future career goal........................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Work based learning is a strategy of the educational learning to the individuals that helps
them to understand the work life experiences that apply their academic knowledge to develop the
employability (Benefits of Work- Based Learning, 2021). Hilton a hospitality multinational
company founded in 1919 by Conrad Hilton. The aim of the report is to document the skill audit
and according to it make a personal development plan and identified the skills and the
knowledge required and the planning for the future career.
MAIN BODY
Documented skill audit and according to it develop a personal development plan.
Skill audit is a systematic approach that helps to identify the skills and the knowledge an
individual have and the skills that required the training and have expertise in it.
My skill Audit
Skills Expertise Training required
Communication No Yes
Customer service No Yes
Time management Yes No
Technological skills No Yes
Leadership Yes No
Language skills Yes No
Listening skills Yes No
Financial management No Yes
Presentation skills No Yes
SWOT Analysis
Strength Weakness Opportunity Threats
 Time
management
 Leadership
 Language
skills
 Communication
skills
 Presentation skills
(Besic, and et.al.,
2019)
 Technology
skills
 Communication
skills
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Personal development plan
Learning
objectives
Developmental
plan
Resources Target date Evaluation
Communication I have to
improve my
communication
skills as to
interact with my
employees and to
the customers
effectively and
the smooth flow
of work is going
on in the
organization.
Effective
communication
training was
given to me by
joining online
training courses
of the
communication.
The duration of
the course is of 2
month.
The evaluation is
done by taking
the feedback by
interacting with
the employees.
Customer service To get successful
in the future I
have to interact
with the
customer and I
am lack in it so
want to build up
the skills to
interact with the
customers
efficiently and
understand them.
This can be
improve by the
on the job
training given by
the superior in
the Hilton
(Lejeune,
Beausaert, and
Raemdonck,
2017).
The duration of
the training is for
1 month.
From the proper
feedback from
the customers
can help to
evaluate whether
the skill is
improved.
Technological
skills
With the rapid
change in the
technology, I
Off the job
training is
scheduled to
Training is for 1
month
After completing
the training the
learning can be
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want to build up
my skills with
the current
technology that
is digital
technology by
building the
knowledge in the
digital
technology.
develop the
knowledge of
digital
technology
(Haqaf, and
Koyuncu, 2018).
implemented on
the job by
performing the
regular work and
evaluate it
accordingly.
Presentation
skills
The presentation
skills is to build
in me as a I am
lack in it that
helps me for the
effective present
with the
employees and to
the customers.
This can be
improve by
joining the
course of the
presentation
skills.
It is for 1 month It can be evaluate
with the
examination
taken by the
course academy.
Report on progress in planning and undertaking their work role.
To get successful in future, I am also lack in some of the skills and want to improve on that
skills. For that the proper planning is done by me as for first I have to improve my
communication skills that is most necessary skills that is required to interact with the employees,
staffs, superiors and also to the customers of the organisation, for that want to build by
communication skills that helps to interact with them effectively so that the flow of the
information can be done effectively and everyone will understand it clearly (Pate, 2020). I have
to improve my presentation skills as well by joining the course to improve the skill that helps me
in my working environment that I have to present myself in front of the employees, clients and to
the superiors as well and present them some reports, information etc for in a way that they can
understand with the clarity and in me have that confidence that they can persuade. The proper
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training is taken by me to build up my skills in an area I am lack of and want to best manager so
that the company as well as mine goals are to be achieved.
For any company all the work performed and done for their clients and their end users are
clients and to interact with them I have to build my skills to interact with the customers
effectively. Needs and wants of the customers can be identified easily and solve their issues or
problems so that they can effectively be with the company and enjoy their services (Celemín-
Pedroche, and et.al., 2020). With the rapid change in the technology and with the recent trend of
the digital world I also have to build up my knowledge in the digital technology that helps me to
reduce my paper work and some burden and can interact with the employees and customers with
the digital technology as well. This can be improved by taking the proper training from the
experts in the field of the digital technology and implement this on the working environment.
Skills and knowledge that requires for the front office manager.
To be a front office manger need a different skills and knowledge that helps to be an
effective manager of the company.
Skills required for the front office manager are-
Active listening
To be a manager where all the workers and the personnel’s came and ask and tell the
information active listening is necessary. By giving the full attention to the people what they are
saying and understand the each point and asking the appropriate questions helps manager to be
the effective manager.
Coordination
Front office manager has a skill to coordinate with the front desk employees and passes
the information with the change in the shifts and have effective coordination with the clients and
adjusted their actions related to the others actions.
Time management
Managing the time in all the activities is the main task a manager has to perform and have
that skill is necessary. All the actions that are to be performed are to manage by the manager so
that the results to be came on the time (Mohamed, and Abd Aziz, 2018). The skills of the time
management help to completed the work on the time and achieve the goals effectively.
Monitoring
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From office manager has a skill to monitor the work performance of them, of their
employees so that the work can be measured and the improvements can be done with the
corrective actions.
Communication
Effective communication skills are required to be a manger where they have to interact
with the customers, staffs as well to be effective so that interaction can be done effectively.
Service orientation
Manager has a skill to actively give the best services to their people and to the clients so
that they get satisfied and enjoy the service provided by the company (Moura, and Silva, 2019).
Knowledge
Customer and personal service
Having a knowledge about the services given to the customers in a way that give positive
attitudes to the customers. Have knowledge about the principles and the policies of the
customer’s service.
Business administration
To be a manager have a knowledge about the business administration, business
knowledge, finance knowledge and have knowledge how to interact with the customers and
satisfied them with the best service.
Language
Have a knowledge of the languages that are used by the local people that helps to interact
with the customers that came to the hotels and the official language that is used at every sectors
in the industry and most of the people find it convenient for the interaction that is English.
Documented learning and the progress with reflective logs and journals.
As to become the front office manager I have to complete my post graduation in the field
bachelor’s administration and have to build up my skills by the training and learning from the
courses done by various academies. I have to increase my communication skills in a way that
help me to effectively interact with the people in the Hilton (Ehrhardt, and Sharif, 2019). The
communication skills help me to understand and interpret the information in an effective way so
that the staffs can understand the information with the clarity. Then I learn the effective
presentation skills that a manager must have for that I joined one of the course and build my
presentation skills in a way that how to preset myself in the front of the others by building the
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confidence and with the proper attire. The time management skills is necessary to be a front
office manager so for that I can completed my task on time and effectively so that the working
condition I the organisation can’t get disturbed and can achieve the goals effectively (Besic, and
et.al., 2019). The proper execution of the time to perform the task can save the time and the cost
which is the major role of the front office manager. My knowledge regarding the business
administration can be developed through by completing by graduation and the post graduation in
the field of the business administration.
Form the knowledge in the business administration helps me to develop the strategies,
policies and guide the employees to perform their work. By building up of the skills then entered
into the professional life and start implementing the skills and the knowledge to the work culture
and start gaining the experience at the lower level and build up the skills that is to be required to
be at the position of the front office manager. Having digital technology skills that helps to lower
up the burden and the paper work and can communicate with many people easily, for that I have
to increase my knowledge towards the digital technology and implementing on the day to day
operations in the working environment. Listening habit is to be developed that helps to be a
manager to active listening to their staffs and the customers effectively by understanding them
properly and according to that respond to them.
Report on the planning for the future career goal.
Success is important for every individual and the get success in the career helps an
individual to be the success in their life by setting the goals previously and accordingly perform
the work to achieve the career goals. I also want to be my successful career by posting on the
post of general manager. To become a general manager to build my skills and the abilities in a
way that helps me to at that post (Lejeune, Beausaert, and Raemdonck, 2017). I am at a position
of the front office manager and at this I have to build my skills in an effective manner so that it
helps me to get perfect in that field, after that I got promoted to the assistance general manager
post and at that post I have to perform the task under the guidance of the general manager of the
multinational company Hilton. At this post I have to coordinate with the general manager
directing and planning the everyday operations of company by creating the weekly schedules,
shifts of the staffs go smoothly and by managing the regular operations effectively.
For that I have to monitor the supplies and the inventory that are used effectively and
properly, have to assign the work to the crew members and the schedules for them. After get
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expert in all this responsibilities and getting all the experience I have posted to my future career
goal that is to be a general manager (Haqaf, and Koyuncu, 2018). To be a general manager I
have to be post graduated then enter in the professional life and start gaining the experiences and
get expertise than get promoted to the higher post and reach to the post of the general manager
from the years of the experiences. To be a general manager has to perform activities that are to
achieved the organisation goals such as to design the strategies and also set the goals for the
growth of the Hilton, maintain the budget and the expenses of the company, set all the policies
and the process that prevail in the organisation to accomplish the goals.
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REFERENCES
Journals and books
Besic, A., and et.al., 2019. Skills audits: tools to identify talent.
Celemín-Pedroche, M.S., and et.al., 2020. Organisational learning and knowledge creation
research: a hotel typologies according to the manager perceptions. International Journal
of Knowledge and Learning. 13(2). pp.123-145.
Ehrhardt, K. and Sharif, M.M., 2019. Career implications for high-quality work relationships: an
SCCT test. Journal of Managerial Psychology.
Haqaf, H. and Koyuncu, M., 2018. Understanding key skills for information security
managers. International Journal of Information Management. 43. pp.165-172.
Lejeune, C., Beausaert, S. and Raemdonck, I., 2017. The impact on employees’ job performance
of exercising self-directed learning with personal development plan practice. In IPSY
DAY.
Mohamed, W.H.B.W. and Abd Aziz, A.S.C., 2018. Skills and Knowledge That a Manager
Should Have to Be More Competent Within today’s Environment. Journal of Social
Science and Humanities. 1(4). pp.15-18.
Moura, A.O. and Silva, L.C., 2019. Work centrality, goals and professional fulfillment:
Intersections between work and career. RAM. Revista de Administração
Mackenzie. 20(1).
Pate, D.L., 2020. The skills companies need most in 2020—and how to learn them. Retrieved
March. 16. p.2020.
Online references
Benefits of Work- Based Learning, 2021. [Online]. Available through <https://www.jff.org/what-
we-do/impact-stories/center-for-apprenticeship-and-work-based-learning/benefits-work-
based-learning/>. [Accessed on 18 May, 2021].
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