Work-Based Learning Report: Reflective Analysis and Development

This report presents a comprehensive analysis of a student's work-based learning experience at the Crowne Plaza hotel, focusing on the front office manager role. The report begins with a skills audit and the development of a personal development plan, highlighting areas for improvement in communication and presentation skills. It reflects on the student's progress in planning their work role, identifying essential skills like communication, problem-solving, and multilingual abilities. The student evaluates their learning through reflective logs and journals, detailing their experiences and insights gained. Finally, the report outlines a plan for a future career role, emphasizing the importance of continuous skills development and strategic career planning to progress from a front office manager to a CEO. The report covers various aspects, including skills assessment, planning, evaluation, and future career aspirations within the hospitality industry, aligning with the assessment brief's requirements.

Work Based
Learning

Table of Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
1. Document a skills audits and produce a personal development plan.......................................4
2. Make short report that reflects on progress in planning their work role..................................6
3. Produce a short report that identifies the skills and knowledge you require for the work role
......................................................................................................................................................6
4. Evaluate learning and progress with reflective logs and journals............................................7
5. Short report for your planning for a future career role............................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
The term work based learning is an strategy for student that providing real life work
experiences where they should apply in academic and technical skills in any organisations to
develop their employability (Ewees, Abd Elaziz and Houssein, 2018). This students provides an
opportunity to search for what they have learned in classroom not only learn form beneficial in
an organisation but also gives students much needed direction. Selected organisation is Crowne
Plaza hotel is multinational chain service in UK and it was founded by 1983 their number of
employee is 4621. It caters their businesses for travellers, meetings and practice market. For this
assessment, several topic are covered such as document a skill audit and produce personal
development plan, reflect on progress in planning their work role, various skills and knowledge
have to be identified, evaluate learning with reflective logs and journals and report on future
career role.
MAIN BODY
1. Document a skills audits and produce a personal development plan
This term consist of systematic way of appraisal for student research skills and
knowledge and these audit should provide students for existence of ability (Fidan and Tuncel,
2019). It needs to be identify various skills gaps in an business enterprise and purpose is to
highlight their needs of an firm that needs to be improved. It is benefited for schools because
they provide long term benefits for gathering their useful and valuable information for short term
as well as long term decision in business. Skills audit of front office manager in Crown hotel are
as under:
Personal skills audit:
Sr. No Skills and competencies Self assessed
score
Score from
others
Variances
1 Communication skills 8 10 2
2 Decision making skills 10 9 1
3 Management skills 10 10 0
4 Problem solving skills 7 7 0

5 Presentations skills 8 9 1
From this table, it shows that various skills and behaviour of others that will help me to
know about which field is low and how should improve by making these strategic plan. Using,
many skills have to be analysed and see that communication skills and presentation skills are low
and these skills are need to be improved.
Personal development plan: It is a procedures for creating a plan which is based on
awareness, values, perception of people foe develop their personal development plan with
context to career, education and self improvement (Lin, 2018). In case of Crown hotel, it enables
for future because they have clear idea about what is going in few months or upcoming years.
They know their target or destination where they would reach and how will they achieve their
goals and objectives.
Personal development plan:
What do I want What will I do to
achieve this
Resources Success criteria Dates to
accomplish
their target
Communication
skills
To improve my
communication
skills, I should
have participate in
debate competition,
attend conference
and meetings and
to learn with online
classes
Read foreign
language,
newspaper,
magazines and
communicate with
teachers in English
Development of
communication
skills they will
also connected
and communicate
with team
members and they
should provide a
better solution
5 months
Presentation
skills
To enhance and
improve my
presentation skills
is to set goals using
personal stories,
They should have
have printout of
presentations using
notes to read this
and handouts for
For development
of presentation
skills they have
good
communicating
6 months

ask questions to
people
people. with team
members and
specking clearly
of getting ideas ,
messages so that
less
miscommunicatio
n between people
This development plan help to improve communication skills and presentation skills and
they reflect like communication skills should improve in 5 months and presentations skills need
to improve in 6 months as compare to others who maintain their those skills. This will help to
increase efficiency to achieve their goals and objectives.
2. Make short report that reflects on progress in planning their work role
There should be plan for improving communications skills and presentations skills and
front office manager role need to improve communication skills and these skills need to be
improved through participating in debate competition, attend meetings and conferences, learning
online classes to increase vocabulary (Moallem, Hung, and Dabbagh, 2019). For successful
communication skills helps to understand their better people and overcome to solve various
complex problems, creative ideas and thoughts. It will also help to enhance their profitability and
productivity in an business enterprise. Front office manager need to communicate regular
with staff members, to maintain a conformable level service of guest and be convenient to guest.
Managers need to listen about both side of judgement and these skills to be developed through
practice as it may be important for individual that each and every person has to enhance their
communication skills in personal and professional life.
To improve my presentation skills, they should have set goals using people stories and
ask questions to them related to this part. For enhance their effective presentation skills they
should start specking in front of others and use less text to present more visual presentation. It is
important that build a greater confidence will always focus on what actually matters to improve
their presentations skills.

3. Produce a short report that identifies the skills and knowledge you require for the work role
Skills is capability to determine their talent needed to perform an action or accomplish
their task with good execution results (Prayogi and Yuanita, 2018). It is the ability to used
knowledge in an efficient and effectively manner for execution or performance of person. Front
office manager of Crown hotel helps to manage their suitable candidates and also meet their
requirements of customer in reception. There are several skills and knowledge which have to be
adopted by Front Office Manager are as mentioned below:
Communication skills: These skills determine how to communicate team members and
provide guest service properly manner (Quint and Condliffe, 2018). All inter functional
communication between front desk managers and staff members of this hotel to deliver
customer service and constantly they will increase sales and incomes. It is important that
manager speaks clearly and talk with positive tone. Managers of Crowne Hotel proper
communication skills are used to increase their experience so that will show like how manager of
this hotel maintain a reputation of firm and how they can communicate those people who are
giving their feedback and convey clear messages.
Problem solving skills: These type of skills is crucial for managers and for those who
are valuable and trustworthy person they think and innovate new ideas to solve their problem and
makes things easier way to understand other problem and solve them. In case of Crowne Hotel,
each and every hotel are also disappointed their guest from time to time and employers want to
hire for front desk professional who are perfect in any manner and who think that they can solve
problems in any situation. There is some courtesy from bad review to good review from
customers that will help to build their reputation of firm.
Speak multiple languages: When they are working for best hotel and role is front office
manger so it will be compulsory to learn all languages because guest can also come in new york
city, America, china, japan and many more. While it is required to talk with their guest in all
languages and if they are skilful to learn more than language then make sure it is better to
mention in resume also. Front office managers of Crowne Hotel have also knowledge of various
multiple languages so it will be easy for talk with guest from outside country who have come in
this hotel

4. Evaluate learning and progress with reflective logs and journals
Reflective log: It is essential that they maintain a diary which contain regular entries by
student and detail all of information with experience and emotions in terms of their learning
procedures (Tan, 2021).
Reflective journals: It defines that they have write down their daily routine activities and
reflection entries whether it can be good or bad experiences related with past occurrence
(Twomey and Westermann, 2018). It can reflect and identify important events which has
happened in their life.
1st phase In this phase, I have talking about my skills
where I have analyse front office manager
skills and knowledges to gather more
information about how to improve my skills
and what will impact in any business
enterprise. Skills which I have analysed are
communication, problem solving and speak
multiple languages.
2nd phase As, this role of front officer manage I should
develop personal development plan for
identifying their short term and long term goals
and objectives (Wang, Minku and Yao, 2018).
These skills are should need to be improved in
communication and presentation skills for front
office manager. Manager is person who have
knowledge all experiences which have direct
contact with customer and it is liable for all
decision relate to front desk.
3rd phase I should improve these skills to participate in
volunteering and attend meetings and
conferences in real world. I can also learn those
skills which is related to front office manager

job role for suing internet, online e learning
websites.
4th phase As, we have talking about 4th phase in this
skills are important to learn me and help to
reach their this job role are communication
skills, problem solving and speak multiple
languages. These skills helps me to make a
confident, how to manage their guest service
and how to deal with various subordinates and
co workers and make creative ideas in terms of
service.
5. Short report for your planning for a future career role
The term planning is a procedure for thinking in advance and determine how to achieve
those goals and objectives for a desired results (Widiawati, Joyoatmojo and Sudiyanto, 2018).
Managers of Crowne Hotel requires that they will be aware for any environment condition facing
this business enterprise and forecast any upcoming conditions. The role of front office manager
is to ensure that various roles and responsibilities to improve their skills with overall experiences
and maintain proper relationship with subordinates and co workers. As they have develop their
future planning and career role in front office managers to CEO of this firm so it will be increase
their communication skills, leadership skills and problem solving skills in an effectively and
efficiently manner.
To improve communication skills for CEO they are communicating employees and
maintain proper relationship with them. To communicate properly and provide current
technology to extend their communication systems. Many modern methods for communication
so that will be easily communicate to others.
To improve my decision making skills, an CEO of firm can also enhance and inspire their
customers but also maintain their confident for taking any business decisions. It is important for
mangers with strong experience in this industry and provide many facilities for customer so that
they will give negative feedback for colleagues as well as clients also.

Fore their future career role, it is important to develop and improve all skills and
knowledge to become a CEO in an organisation. It is also helpful to formulate those strategies to
make an individual plan for preparing their future career role with perfect direction goals. These
type of direction will help to reach better goals and objectives and they have to decide those
career role which will be suits for their upcoming future.
CONCLUSION
As per above information, it has been concluded that work based learning is all about
students who work with real life experiences where they can apply academic and technical skills
to develop their employability. It is important because they provide various opportunity to
strengthen their skills like communication, teamwork and problem solving. In this report, various
topic are covered such as develop skill audit and personal development plan, reflects on progress
in planning, various skills and knowledge identified, evaluate reflective log and journals and
report on planning for future career role.

REFERENCES
Books and Journals
Ewees, A. A., Abd Elaziz, M. and Houssein, E. H., 2018. Improved grasshopper optimization
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pp.156-172.
Fidan, M. and Tuncel, M., 2019. Integrating augmented reality into problem based learning: The
effects on learning achievement and attitude in physics education. Computers &
Education. 142. p.103635.
Lin, J. W., 2018. Effects of an online team project-based learning environment with group
awareness and peer evaluation on socially shared regulation of learning and self-
regulated learning. Behaviour & Information Technology. 37(5). pp.445-461.
Moallem, M., Hung, W. and Dabbagh, N. eds., 2019. The Wiley handbook of problem-based
learning. Hoboken, New Jersey: Wiley Blackwell.
Prayogi, S. and Yuanita, L., 2018. Critical-inquiry-based-learning: Model of learning to promote
critical thinking ability of pre-service teachers. In Journal of Physics: Conference Series
(Vol. 947, No. 1, p. 012013). IOP Publishing.
Quint, J. and Condliffe, B., 2018. Project-Based Learning: A Promising Approach to Improving
Student Outcomes. Issue Focus. MDRC.
Tan, O. S., 2021. Problem-based learning innovation: Using problems to power learning in the
21st century. Gale Cengage Learning.
Twomey, K. E. and Westermann, G., 2018. Curiosity‐based learning in infants: A
neurocomputational approach. Developmental science. 21(4). p.e12629.
Wang, S., Minku, L. L. and Yao, X., 2018. A systematic study of online class imbalance learning
with concept drift. IEEE transactions on neural networks and learning systems. 29(10).
pp.4802-4821.
Widiawati, L., Joyoatmojo, S. and Sudiyanto, S., 2018. Higher Order Thinking Skills as Effect of
Problem Based Learning in the 21st Century Learning. International Journal of
Multicultural and Multireligious Understanding. 5(3). pp.96-105.