Discuss about the Developing Hospitality Properties and Facilities.
An employee goes through rigorous training while doing work in the hospitality industry sector through many training methods. According to the researcher, human resource management put a lot of emphasis on training the employees respectively as it is one of the best ways to improve their service quality. Novotel Industries put entire focus on their customers and they think that people are the best assets of their business and it is very important to provide them good quality of services. Recruitment is done of the employees by setting the best possible standards and after critical scrutiny. It should always be taken into action that customer expectations and their perceptions about different services vary from people to people. Therefore, it is very important for the employees to be able to provide and evaluate best possible service quality to them and cater the distinct needs of their reputable guests. Moreover, not just giving training or providing expertise in one individual hospitality industry also put entire focus on developing teamwork (Francis, 2016). As they feel that teamwork is very important aspect while providing services to their customers. Therefore, it can be observed that employees are one of the most important pillars of an organizational sector of hospitality and tourism sector so it is very important to provide them with adequate of training and educating them on different aspect of hospitality services. Staff training of Novotel contributes to increase productivity of the organization and always tries to improve the service quality and developed professional knowledge while working with them. the organization generally provide on the job training to their employees which mean they learn while doing their actual work in the workplace (Dhar, 2015). Therefore, the organization considers training as one of the crucial elements of their objectives and it is the key towards motivating an employee and also to enrich their job performance. According to the researchers, the core principle of providing training to the employees is as follows:
The different types of training that we received to become more progressive and successful are as follows:
The on the job training of Novotel consists of providing training to their employees while they are working with them. This is one of the most important ways to provide training as it is basically given during the working hours and the management has a very good chance to reduce their costs of expenditure on training by implementing. This type of training provides an opportunity for the employees through learn while watching others and observing their behaviors and procedures accordingly (Law, Leung & Lee, 2013). For example, a junior or freshly recruited employee is given proper time to observe the senior employees on how they do their work and learn from them. It is one of the quick and most efficient methods of learning by doing.
Job rotation is one of the methods of training that is used by the Novotel Industries to improve the learning skills and providing education to their employees in a modernized way. Job rotation is also called cross training as it includes to move a worker form a current position and placing them into a new job role (Chiang, Birtch & Cai, 2014). This is basically done to provide the employees with all levels of experience in the hospitality and tourisms sector as by the help of job rotation an employee have the privilege to work on different departments of the hotel. This is one of the most important methods of training as it helps the employees to improve their job satisfaction and teamwork with other employees is also implemented.
Formal training of the employees are also initiated by Novotel as soon as they are been placed in the Hotels, Formal training is a type of training that is given to the employees to increase their knowledge, abilities and skills into different aspects of tourism sector. The formal training method is done by organizing seminars, workshops and courses. The organization Novotel has developed their own standards of services that consist of setting the best possible standards to meet the expectations of their premium clients. The organization also developed hospitality management courses, the employees are given training based on that, and trained management staffs do proper evaluations of the employees (Bharwani & Jauhari, 2013). Moreover, various workshops are also implanted inside the premises of the hotel to develop learning process of the employees.
For example, in the workshop, there are accumulations of best employees of the organization and they share and communicate with the employees to solve their problems and enhance education of tourism sector within them.
Informal training is a type of training methods that is not adopted by the management but it is a type of reflection that is gained while working in an organization. The management does not spend any amount of cost in this type of training. Informal training is done by gaining experience from work and by critically observing the mistakes of an individual and rectifying it accordingly (Riley, 2014). Most of the employees do not even understand when and how they are getting informal training but it is happening all around themselves in steady space. Moreover, informal training is not that important as formal training but it also has importance in the long run for an individual growth and success is always depended on how he/she can address to their own mistakes and tries to learn from them with experience (Zaitseva et al., 2016).
As per Torres & Adler, “manpower is the most valuable asset for an organization” (Boella & Goss-Turner, 2013). However, the statement can only be justified if it is handled with proper care. Sometimes, employers do get such employees, which are worth for the organization because of sheer skills that they have. They open up ways for the organization for the irrespective of their working domain. However, this is also an undeniable fact that most of the organizations have such employees that needs proper development to match up with the organizational requirement. It does not at all mean that those employees have no skills. It can never happen because they are hired after matching their credential with the job requirement. However, in a broader aspect, it means that they need some grooming session for enriching their qualities even further to meet with the employer requirement. This is where the training & the development program comes into picture (Ransley & Ingram, 2012).
Training is given to employees that are newly hired but it has its different importance for those employees that are existing in the Company. Moreover, it helps in grooming and developing them further, which depends on the changing nature of the business operation. Every sector has different requirements and expectations from its employees but one factor is common to all, which is an employability skill. For the Novotel, training & development program keeps its own importance for several of its business strategies, which they have eyed on achieving. The Company has proposed a program such as Planet 21 with which it has targeted on achieving some goals based on their strategic priorities. The objectives are such as getting closer to employees, letting our guests involved, using innovation with partners, serving the local communities and Sustainable buildings & foods (Hoque, 2013).
To the learner, it becomes very necessary to implement some of the development into him role apart from his skills. The initial training, which the learner has in the Novotel hotel, has helped him in getting a broader control on the responsibilities that it has to perform in the Company. However, to become a graduate employee for the employer, it needs further development in some of the core areas that are very important from the point of view of the employer. Apart from the skills, that have fetched this job to the learner, it has some other areas for the development such as to contribute in a process to bring the united output in the operation. It also consist many others such as to make familiar with every team member, to focus on improving the professional skills. Moreover, it also contains few others such as to meet with the changing nature of the clients, to enhance the competitiveness spirit to look for innovative approach to benefit the Company. Nevertheless, it also enhances the business output for which the hiring of the learner has been done (Mok, Sparks & Kadampully, 2013).
For the development of professional skills, training at the regular basis may be an important move from the Company. The grooming of professional skills can well be justified from the training team of the Novotel Hotel that are engaged in imparting basic learning classes to the newly hired employees. Moreover, for the development of professional skills, the training at the regular basis is of utmost requirement in the Novotel Hotel. The learner can also make this happen in the Company by approaching to him or her supervisor for making request on the conduction of training at the regular basis. The learner can cite the importance of staff development for the hotel industry, which is need for creating realization about the necessity of conducting development program. The learner can try to show the importance of development program for the fulfillment of the organizational goal, which is to satisfy our clients with extensive range of fresh and healthy foods. Moreover, customer service is another very important part of the Novotel Hotel. To achieve the organizational goal, the introduction of a regular basis development program is of utmost importance for the Company (Nickson, 2013).
For the rest of the development apart from the professional grooming of the learner, it needs to take examples of leadership skills that encourage one to perform its role to the fullest of possibilities. Nevertheless, a set of qualities that a leader bears is the best institution the one can get for its personal grooming. Some of the most feasible leadership qualities for the development of the learner in the Novotel Hotel are such as confidence, simplicity, motivation, enthusiasm, innovation and patience (Nkechi, Emeh Ikechukwu & Okechukwu, 2012).
Confidence is an important key for the learner as this gives realization about the positivity of the character. Moreover, it is of utmost importance that the learner has beliefs on him credentials as it plays supportive hands to the execution of tasks (Spenceley, 2012).
Simplicity is another very important characteristic that helps in reaching the ground level of the operation (Chon & Yu, 2012).
Motivation is one of the most important of the entire characteristic as this gives confidence to its bearer for the irrespective kinds of works. For the learner, it is very important that it remains motivated during him or her participation in the hotel. This is also helpful in absorbing various unexpected experiences that might happen during the participation (Lashley, 2012).
Enthusiasm comes from the confidence and the motivational approach.
Innovation is another very important part of characteristics that the learner needs to have during the participation in the Company. This is such a quality, which encourages for new ideas that can benefit both the learner and the organization. However, innovation comes from both the motivational approach and the professional skills. Training & development program also helps in thinking for the innovative ideas (Mensah & Dei Mensah, 2013).
Patience is perhaps the most effective of all the characteristic of a leadership quality because of the results, which it produces to its bearer. Patience is something that helps in holding aggression in some unwanted situation during the job. The hotel industry is a very vast sector and Novotel is part of such industry. It is already engaged in several of activities and has set numerous of strategies for the future. To be a part of such a vast Company and the industry, the learner needs to be patient while operating its tasks as this is helpful for a long participation in the Company. Customer service is one of the core features of the Novotel Company. Nevertheless, the learner might have to face varied range of customers of which some might not be very cooperative. Moreover, in such circumstances, it becomes important for the learner to hold him or her nerves to maintain a supreme level of customer service (Laguador & Ramos, 2014).
On interviewing the food and beverage manager of the hotel, he said ‘I am a firm believer in the quality that is expected in serving the customers who walk in the restaurant. As a part of an esteemed organization, my focus is on serving the customers with quality, which is very important in this business.’ When asked about the requirements for the position he said ‘I particularly prefer those people who show the capability to solve the problems in an efficient and in a quick manner. The person needs to have good knowledge about the organization and the type of customers that it serves so that the person can come well prepared with all the solutions. The candidate needs to solve the problems with the limited resources he/she will have access to at that given point of time. I however have to mention the downside as well, which the candidates should avoid that is to not be too modest and make the opportunity count that he/she is getting.’ When asked about the strength and weaknesses of the managerial position he said ‘the strengths have to be well rehearsed by the candidates as they have to study the background of the company. The candidate needs to highlight the strength that is necessary at that point of time in the business. The weaknesses can be those that are hidden in the strengths. For example, every person likes to get challenged, but can be used as a weakness as well where the candidate can say that he does not like to get challenged at work.’ When asked about the typical job that he does in the organization, he replied ‘the job is diversified in many roles some of those that are topmost priority is to manage the service of the customers and greeting and acknowledging all the members and the guests that come to the organization. Managing the rooms, lounges, beverages and the catering of the guests has to be seen so that the guests get all the luxuries that they are expecting from the organization. The hiring, managing and training of the technical and the non-technical aspects has to be given to the staffs by him so that it is up to the standards that are required in the hotel. I also take up the responsibility of Manager on Duty (MOD) when the staffs are having a rotation in the shifts so that the remaining staffs can be organized and the work can carry on in a planned manner. The manager also has to maintain a proper communication network with the other departments, which helps in ensuring that the assigned duties to the staffs are carried out in an efficient manner.
To be an effective manager in the food and beverage industry, the manager has to have several skills. Firstly, leadership skill is very important, as it will help the manager to remain motivated at all times, trustworthy and optimistic in its outlook. The manager needs to have a clear vision of what he wants to achieve and set a positive example so that it encourages others to follow the path. The manager needs to set clear-cut policies so that the quality of work does not get hampered in the organization (Johnston & Marshall, 2016). The best employees need to be selected for the tasks so that the skills can be used to the maximum extent, which will help in completing the task on a faster rate. The resources need to be available so that the timeline can be framed for the project and the task can be completed in the allotted time.
Secondly, interpersonal skill is very important for the managers to work effectively in the organization as it helps in communicating with the employees in a clear manner. The skill will help the manager to remain calm and be assertive at the same point on the employees so that good relations can be maintained with the colleagues as well as the customers. Good communication can be improved when the managers can be good listeners. Listening attentively to the queries or the problems of the customers or the colleagues helps in solving the issues on a faster rate (Daft, 2014).
The third skill will be the ability to solve the problems that arises in the workplace. This skill is considered one of the most complex abilities intellectually. The leaders need to have good thinking capacity and at the same time be critical so that the thought process can be clear and rational, which helps in solving the problems systematically and making the right decisions. The manager needs to maintain a team of technicians so that the emergent problems can come to the managers in the first point. By doing this, the manager can gather the informations quickly so that the decisions can be made effectively and on a faster note (Goetsch & Davis, 2014).
The manager needs to have experience in developing the people that are hired by the organization. This helps in developing the skills of the employees in the workers so that the level of output can be increased in the organization. A successful manager will be able to work with the subordinates so that the areas of improvement can be identified and help them with proper training and development that the employees require. The identification of development needs to be done, which will help because it shows that some can be developed with further training and education while some employees may need to be given responsibilities, which will help them in developing their traits (Griffin, 2013). The managers need to provide the employees regular classes on sharing their knowledge, which will help the employees in sharing their information, experiences and ideas. The more experienced employees need to develop the less experienced employees so that an overall effect can be positive in the organization. The potential employees in the organization need to be awarded by the managers so that it keeps them motivated in the workplace and they can provide with more output in the organization. This will help in the creation of long-term development in the career of the employees by helping them to perform and be more productive in the workplace (Proctor, 2014).
Skills with respect to time management are also important to be an effective manager because it helps the manager to organize and plan the work in advance in the organization. This will help in controlling the stress with respect to the deadlines in completing the tasks. A good time management is required, which needs to be done by shifting the thinking capability and getting the task done within the specified period. This skill is developed over a period and needs to be honed by the managers whenever it is possible in the organization (Thompson, 2015).
The other skill that is required in the manager to handle the work effectively in the organization is teamwork. It is one of the most efficient ways of getting the tasks done in an organization. In working in a team, many members help in making the work lighter so that the deadlines of the tasks will not be missed and can be completed on time. Teamwork leads in making better decisions with the products and services that are available in the organization. The members of the team need to be respectful to each other, cooperative and flexible so that the team can be committed to the task that has been handed to them (Moran, Abramson & Moran, 2014). The manager needs to identify the strengths of the employees so that the members can be put in the teams that have the same skill attributes and help in maximizing the productivity of the team. The manager needs to ensure that through the proper teamwork and collaboration of the team members will help in achieving the target of the organization.
The manager needs to have the adaptability skill that will help them to work in any business conditions. Since the modern markets and the businesses are evolving on a faster rate, the tools and the technologies are becoming more complex. It gives more stress on the health and safety of the workers in the organization. To become an effective manager, they need to adapt the changes that are being developed in the modern world. Being able to adapt in the modern world, will help the managers to increase the communication ability with other people (Bridges & Bridges, 2017).
The managers need to have the stress management skill, which will help in handling the stress in a better way, which will help in defining the difference between failure and success. It helps in controlling the products that may lead to stress in an organization. If the managers can avoid the situation then the situation of stress will never appear in the organization (Daft, 2014).
To support the development programme in the learner during him or her participation in the Novotel Hotel, it require setting of some action plans that could well provide a supportive hands for it. Following are the list of 10 steps that are important for the learner’s career plan in the hotel:
Skills assessment is one of those plans that is important for the learner to achieve the performance of a graduate level. It includes the analysis of the skills, which the learner has. It also includes those skills that are required to develop in the learner to become a graduate employee of him or her organization (Tesone, 2012).
Analysing the knowledge is another very important part of the future action plan, which is similar in nature to the skills. It revolves around the present subject knowledge of the learner. It also covers the knowledge that is required for the learner to meet with the expectation level of the hotel (Dotong, 2014).
Setting up a clear vision forms an important part of the action plan that prepares an individual for the graduate level quality. It includes making decisions on the different roles that the learner is seeking in the Novotel to evolve him or her as a gradate employee. It also includes planning up the time limit for the achievement of the complete development in the learner (Lester, 2015).
Identification of assets for fulfilling the vision is also very important part of the plan as this include decision making on the assets that are worth for the learner in course of achieving the set vision. It includes many things such as the limit of suffering for the learner in case of not achieving the desired vision (Abraham, 2012).
Identifying the willingness is also very important for the learner as this is helpful in providing and setting up a career objective for the learner during him or her participation in the hotel (Lockyer, 2013).
To identify the support that the learner might require during him or her job in the Novotel is another very important factor. This is very helpful in short listing the resources that are needed for the preparation of graduate level of employability (Hudzik & McCarthy, 2012).
Assessing the personal capabilities is another important part of the action plan that is required for the learner in analyzing the place for the improvement in him or her. Moreover, it is also very useful in setting up recommendations for the learner to meet with the development program needed for acquiring the graduate level of employability (Ferns, 2012).
Preparation of a self-development program is useful along with the development program that is required in the learner’s Company for meeting with the industry standard (Pool & Sewell, 2013).
To identify the skills those are transferrable helps in utilizing the experiences on the current job. Moreover, the learner needs to analyze the useful experiences that can become feasible with the current job role in the Novotel Company. This is also one of the most important parts of an action plan for acquiring the graduate employability skills (Wang, 2012).
To monitor and evaluate the progress of the action plan forms its own importance for the success of the development program. It plays an important role in providing a controlled action to the learner during the course of its execution. Moreover, it is required to bring the maximum benefit to the learner’s career growth in the industry (Lester, 2015).
The current trends for the recruitment in the hotel industry have taken a shift from the traditional concept, which had supported more to the necessity of including the salary hike in the offerings. However, employees are now more selective in their choice for the jobs. Apart from salary hike, they also look for career development program, job securities and many more. It has put immense pressure on employers as job seekers have a wide range of employer’s choices, which they can consider in case of any negligence in their demands in the existing Company. Nonetheless, employers are also very concerned for the career development program and many benefits given to employees, so that, they could successfully retain their employees (Lester, 2015).
The current trend has more in favor of the action plan for the self-development of the learner in the Novotel Hotel. The Novotel Hotel is a developing Company in Australia, which has set few target goals for the organization. The organizational strategies of the Company such as providing utmost service to the clients can never happen without any innovative approach. Nevertheless, the learner has come up with some of the innovative ideas to develop its skills and become a graduate employee. Possibilities are immense there for the supports of the management on the learner’s career development plan (Wang, 2012).
The learner can approach his or her supervisor with its future action plan for getting approval on the plan. Supervisor is the prime contact centre for any employee, which is a medium between the employee and the higher management. Once the action plan gets an approval from the higher management, the learner can well approach to his or her supervisor for availing the required resources. Moreover, the prepared action plan for the learner’s development to become a graduate level of employee, it needs utter support of its management for the successful execution of the plan (Lashley, 2012).
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