It is highly accepted that the employees should have skills and potential that can enable them to ensure their growth and development within the organization. Further, the growth of company could also provide. But it is considerable that every job determines a different kind of roles and responsibilities that demand different kind of employability skills (Berghman and Vloeberghs, 2003). Here the role of employability skills on housekeeping section has been explained in an efficient manner. Further the work based problem along with its solution has also discussed in the current scenario. At last, the role of team working has also taken into special consideration.
1.1: Develop a set of own responsibilities and performance objectives
With a view of housekeeping job, there are certain very specific roles and responsibilities that are required to be fulfilled in an appropriate and efficient manner. Being a housekeeper position, the functions and responsibilities are related to the cleanliness and ensuring that the rooms should have all the required items. The caretaker needs to be particular about the facilities provided to the customers as per their demand and set standards of the hotel. The primary duty is to clean the room after people left the room and informing about the availability of the room for the new customers(Koprowska, 2010). The housekeeper also required understanding their responsibilities on fulfilling the requirement of customers even when they stay at the hotel. Delivering the special item to the room is also a duty of housekeeper. Being a housekeeper the maintenance of customer satisfaction remains in the hand of housekeeping staff as they need to be quick while responding towards the client compliant or any extra demand made by them. Ahead the performance objectives are related to the ensuring the positive customer experience about the service quality of the hotel. Being a housekeeper, the improvement in service quality could be improved by the housekeeping. Other than service quality improvement other performance objectives include informing about any damage done by the customer during their stay. It is something that can help the hotels to avoid any loss (Skiff, 2009). The respectful attitude of housekeeping can enable them to achieve these performance objectives.
1.2: Evaluate own effectiveness against defined objectives
To achieve the objectives special training has been undertaken so that the roles and responsibilities in an appropriate manner. The training has been provided with all the dimensions of executive housekeeping position. In training sessions, the knowledge about the duties and way to complete the task has been developed at enormous scale. Thus, it increases the own effectiveness against the defined objectives. Further, my communication skills are mu major strength in the current scenario. I have learned the ways to greet the customers in a proper way, with a smile and efficient gestures which help me in building connections with them. Being a housekeeper, it is essential to understand the demand and requirements of the customers. It helps in achieving the objectives related to job title and current position (Matiza, 2013). For the same purpose, I have gained the knowledge about some languages that also enable me to understand the demand of customers, and I can provide it to the people who stay. Ahead the housekeeping team or an executive housekeeper should have an adequate amount of information or checklist about the items within the room. The team should compare the list in case of ensuring the availability of all the articles. It is very common practice or duty of housekeeper that I understand in a disciplined way. Thus, in this way, I am efficient enough to justify with my roles and responsibilities and performance objectives.
1.3 Make recommendations for improvement
Certain techniques can help me in improving my skill set and most importantly the effectiveness could be enhanced. Here it is clear that the role of continuous training could be huge for the same purpose (Downs, 2008). It can help on the ground of bringing the improvement into the current skill and competency level while dealing with the customers. The training can assist in increasing the learning about my job title or position and in future it could result in achievement of performance objectives. Further, the meetings or sessions with the line manager could also generate positive results on bringing the possible improvements. It is to acknowledge that the line managers understand the small aspects and strengthening feature of every individual. The honest discussion with them can help immensely on the ground of nurturing the strengthening element, and the minor issues could be dealt in a proper way. It can also work as feedback about the performance within the particular period. Through feedback, the mistakes and errors could become into notice along with the excellent job performance (Tosi and Pilati, 2011). Accordingly the confidence could be developed and most importantly the high level of justification with the roles and responsibilities could be made. Other than this the incentives are most motivated factors that can help in moving towards the right direction. Through incentives, the desire to perform well and to learn the new methods could remain at its peak, and it could result in high level of improvement.
1.4 Review how motivational techniques can be used to improve quality of performance
Above the role of incentives and proper remuneration has been depicted on inheriting the motivation within the performance. Same wise the motivational technique or methods has lots of practices that can help immensely within the increment of the motivational level of employees. The Maslow’s need hierarchy theory determine the fulfillment of basic needs of the staff people as it motivates them to perform well. However this theory moreover indicates towards the social scenario (Training and Development 2009). The Herzberg’s motivational theory provides the simple plot about the increment in motivation through core management practices. The author here focused on the improvement in the quality of supervision. If the supervision style or managerial style is functional, then it helps to the ground of motivating the staff and the healthy relationship could be developed among the employer and employee. Further, this particular motivational has its huge role in explaining the role of manager’s support within the organization. The housekeeping team should get proper support and guidance from the line manager. Ahead the crew chief should appraise the team and required to provide opportunities for them. It is something that might help immensely in increasing the motivational level as it leads towards the job security. It also helps in working with full dedication and determination (Morgenstern, 2004). Thus in this way these techniques has an enormous role in ensuring the employee motivation within the housekeeping staff.
2.1 Develop solutions to work-based problems
For this task, the selected organization is the Marriott hotel that has its operations all across the globe and has built its reputation all around the world. It is to acknowledge that certain problems could be treated as significant issues for any workplace. The major problem is that the communication is getting distorted due to the variety of elements. The communication is a very significant component of organizational operations, especially within the hospitality sector. The small level of communication skills has become one of the major work based problems in today’s competitive era(Nutley, 2008). The competition skills have been misinterpreted by the staff and individuals. The people sitting at higher level understand that the communication skills involve the gestures, listening skill and most importantly the dissemination of information at the various levels of hierarchy. To deal with this problem, the organization can rely upon conducting the sessions where the staff people could be analyzed upon these three essential elements of communication skills. It is imperative to (or “intending to”) dealing with the solution or identified the problem (Kratz, 2005). It is to acknowledge that through proper assessment the batches of staff people could be made as per their problem with each element of communication skills. Afterward, the training sessions could be provided to the staff people within the organization. The Marriott hotel is a vast body so it could not be so tough for them to conduct such kind of training sessions. Further, the staff people are required to get familiar with the importance of communication skills in their development and to avail the growth opportunities (Agha, 2001). Thus, in this way, the practical solutions could be developed to eradicate the problem related to the low level of communication skills.
2.2: Communicate in a variety of styles and appropriate manner at various levels
At different levels the variety of communication techniques could be adopted by the higher authorities of cited hotel .it is clear that the size and structure of the hotel matters a lot regarding selecting the appropriate communication style or media. The higher authorities can communicate with the board of members if higher level managers through meetings and formal sessions. It helps in managing the professionalism and most importantly the discussion could be done in proper way. Further, the middle levels managers could be informed through seminars and conferences. It is most significant and useful technique for establishing communication with them (Back and et. al., 2003). The verbal, as well as written form of communication, could be proper on communicating the middle-level managers. Further, the help of mailing system could also get into the system. Through mailing, both formal and written form of communication could be established. To deal with lower level staff, the manager need to focus on the notice board or big conference or seminar where the information could be disseminated in an appropriate manner (Nothhaft, 2010). Nowadays the most professional and trusted media channel to communicate with people at various level is the website of the company. It is highly believed to ensure the genuineness of the information or any communication. It is to acknowledge that a large number of people could be informed in just one instance. It is both written and formal way of communication (Ottewill, 2002). Usually, within the organizations, the nonverbal and informal form of communication doesn’t exist at colossal scale. But in the case of passing the instructions the informal communication used by the managers so that the lighter environment could be developed. On the other hand, non-verbal communication is just based upon the personal understanding of reading the face or mind, concentrating on the tone of voice while saying anything. Thus here the significance of communication skills could be experienced in a proper way. Therefore, these are a variety of communication styles and media channels that could be adopted at various levels of an organization.
2.3: Identity effective time management strategies
Effective time management strategies include very logical and disciplined approach. First of all, there is an enormous requirement of focusing on the diary management. Through diary management, one can quickly concentrate on noting down the important and priority task (Time Management Strategies, 2013). It can help in remembering the important activities that are required to done on the priority basis. Further in case of a busy schedule as well the individuals can focus on the diary management. The tasks could be written and could complete one by one. Afterward another time management strategy is related to avoiding the procrastination. It is equally significant about ensuring that the people should get an adequate amount of time to complete their task. Here at the same juncture, it could be stated that avoiding the procrastination makes people highly responsible and disciplined towards their work. They tend to finish their job time and never postponed it for unreasonable issues. Thus, it allows them to utilize their time in a proper and efficient way, and they can easily manage the burden related to quick work or task. Further the list of time management strategies includes the breaking the task into small sections. It can provide the useful piece of information about the urgency or toughness of any task. Accordingly the time could be allocated to the particular task and most importantly the time management could become proper and accurate (Rose, 2008). Thus, these are appropriate time management strategies that could be implemented by the staff people.
3.1 Explain the roles people play in a team and how they can work together to achieve shared goals
To understand the role of people within the organization in achieving the goals, there is an enormous requirement of focusing upon the Belbin team theory. It can provide precise scenario about the role that could be possibly played by the individuals within the team (Cook, 2009). The Belbin theory suggests the nine roles of individuals, these functions are segregated into three major parts action-oriented roles, people oriented roles and thought oriented roles, which are described below:
Action oriented roles
To complete the task or achieving the shared goals, the role of shapes remains very vast. They are the one who create the challenging task in front of others and motivate them to perform well for the benefit of an organization. They are the one who took the initiative.
Another role is related to the implementer. They are the one who fulfill the initiatives taken by the shapers. They take one step towards the achievement of shared goals by inheriting the plans within the team or project (Mumby, 2012). They are the people who could have relied on the purpose of doing the job as they are well organized and systematic while doing their job.
Further, to achieve the shared goals, the role of the complete finisher is enormous as they focus on eradicating the errors and mistakes within the project. Their role is clear that they need to carry out the project in a proper and efficient way.
People oriented roles:
It includes coordinator, team worker, and resource investigator. These kinds of people play very crucial role in ensuring that the teamwork must be maintained. Further, it is to acknowledge that coordinator act as people who support the coordination within the teamwork through providing opportunities to people working within a team. Their guidance is supposed to be taken as important for the entire team (Salas, Bowers, and Edend, 2001). Next team worker is the people who provide support to the whole team and most importantly they are the people who execute the work or responsibilities assigned by the team leader. Resource investigators are the one who maintain a relationship with the external stakeholders and most importantly negotiate with them on the behalf of the team. Thus, these roles also help in achieving the shared goals or objectives (Ortiz and et, al., 2003).
Thought oriented roles
Now they are the people whose role is great to generate some useful knowledge and ideas to complete the task in an appropriate manner. Plant kind of people is highly innovative and creative, and they always provide solutions for the problem while getting engage within the team work. Their ideas and approaches take huge consideration. These ideas are evaluated by the monitor evaluator who works as an analyst on the team. Their role is to make a practical decision after analyzing all the situations and available alternatives. Specialists are those who have particular skills and abilities on a specific task or as per the basis of the project (Belbin, 2010). Thus, in this way, these are specific roles and responsibilities of people within the team which are required to be fulfilled for the achievement of shared goals.
3.2: Analyse team dynamics
To get knowledge about team dynamics the Tuckman’s model could be taken into special consideration. It includes four stages. Forming, norming storming and performing are the stages that have been explained within the Tuckman’s theory. At the step of forming the teammates come into contact with each another and try to understand each another. Here the teammates started to become familiar with each another so that the roles and responsibilities could be understood with relevance to the shared goals (Hede, 2010). Further, the storming stage represents where people come into discussion stage with each another. It is a point where people share their opinions about the ways or techniques to complete the project or task. It is a very crucial phase as if teammates have the opportunity to understand the potential of each another and ego and grudges could be diminished. Ahead the stage of forming indicates towards the intermediate phase where the level of conflict or confusion is minuscule. Everyone is clear about their roles and responsibilities and can deliver excellent contribution. At last, the stage of performing is all about completing the task as per the discussion or stages defined at storming phase (Kock, 2007). Thus, this theory provides the precise scenario about team dynamics or nature at every stage.
3.3: Suggest alternative ways to complete tasks and achieve team goals
Alternative methods are very accurate and is based upon the philosophical ideologies. It is to acknowledge that the team goals could be reached only if the team mates have effective communication and interaction process. If there is any loophole in the communication process them, it is impossible to deal with the conflicts and most importantly the sharing of information could also become highly ineffective. Thus, the alternatives include the establishment of proper communication. Other than this it is also clear that the sense of respect is required to be created among the team mates. It also helps in building the healthy relationship between individuals and team mates (Parker, 2010). Thus, in this way, these alternatives could put into practice for the achievement of goals.
4.1 Evaluate tools and methods for developing solutions to problems
The Marriott hotel needs to focus on certain aspects related to the development of solutions to the problem. The small level of employee retention is one of the major problems that could affect the performance and sustainability of the organization. The management of the hotel is required to understand the reason behind the problem so that the cause of the problem could be identified. It is the best technique that without knowing the issue of problem none of the organization can deal with the issue or challenge within the group. Here Marriott is also required to identify the reason behind the low level of employee retention with context to their management practices. It is clear that it helps in designing the best suitable strategy for eradicating the issue or challenge. Another problem-solving method is the analysis of the problem in group discussion (Salas, Bowers, and Edend, 2001). The team mates or the higher authorities of mentioned hotel can get into the brainstorming sessions and can get the solution for the problem. It is clear that the brainstorming can provide a clear overview of the situation, and various alternatives could be identified within the organization. Another tool is to assess the internal environment as well as the external environment with relevance to the problem. The hotel should get proper information about the environmental analysis so that the strategies that are positive and favorable with context to hospitality industry could be developed (Tosi and Pilati, 2011). The best tools could be the management tools and models. These management instruments and templates can enable an organization to get proper solution. These management models are highly result oriented and have their expediency within the eradication of management issues or problems. Every executive department or the area has a particular individual model that seems fit in the case of dealing with the problem. The employee retention could be easily handled through motivational techniques or models suggested. The method to implement the models is that the suitability and applicability of management models are required to be understood as it helps in generating the logical and analytical results (Berghman and Vloeberghs, 2003). Therefore, these are particular tools, techniques, and methods that can enable a cited hotel to solve their problem.
4.2 Develop an appropriate strategy for resolving a particular problem
The major step of approach starts from establishing the communication with existing staff. The authorities of Marriott need to identify the satisfaction level of employees within the organization. With the help of survey or feedback method, the team can focus on gaining the information about the problems or grievance level of staff people. Afterward, the management is required to list down the elements that lead towards the less employee satisfaction or the reason behind the low employee retention (Koprowska, 2010). The priorities should be given to those aspects that are common within the management practices. Thus, it is a very general strategy to resolve the problem. It is to acknowledge that the trust factor can also play a crucial role in the same scenario. The managers need to win the confidence of employees so that they can discuss their problem job dissatisfactory reasons in the proper and efficient way. Thus building trust and faith should be the significant element of strategy formulation process. Other than this most powerful strategy is to bring and introduce particular policies related to the enhancement of employee retention within the organization. The very characteristic feature for the employee turnover is the discrimination and stressed working situation. Marriott hotel is required to eliminate these aspects form the hierarchical levels and need to take appropriate steps so that these issues could be dealt in the proper way (Parker, 2010). For the same purpose, the human resource policies could be designed in a convincing manner and most importantly the instructions could be passed to avoid such activities. So these aspects can help in strengthening the strategies related to resolving the issue of labor turnover.
4.3 Evaluate the potential impact on the business of implementing the strategy
Possibly there are positive effects of these business strategies on Marriott hotel if these policies have been applied in an appropriate manner. The significant impact is related to the solution of the particular problem. The ratio of labor turnover could be reduced at gigantic scale and most importantly the employee retention can become the identity of cited organization. It is to acknowledge that employee retention is one of the major human resource objectives for the organization. The Marriott can avail the benefit related to low cost on the training schedules and most importantly the cost effectiveness within the hotel could be inherited (Ortiz and et, al., 2003). It is clear that the through such aspects the team not require conducting training for the new employees as they already have experienced employees who are a proud part of the organization for so many years. Another advantage for further that the former employees understand the culture of an organization and they feel comfortable while performing the tasks. Thus, it may help in improving the service quality, and people who accommodate at the hotel could get excellent staying experience. Ahead the list of possible positive impacts include that the Marriott hotel can build their reputation on the employee-centric organization. It is one of the major positive factors that could be gained by the cited hotel (Hede, 2010). This feature can enable those to acquire talent and potentially skilled employees which in result lead towards the good performance of the company. Thus, these are particular positive impacts on business of these strategies.
By above study, all the dimensions that are related to work within the organization have become apparent. First of all the roles and responsibilities on housekeeping suggest the attentiveness and most importantly focusing on customer satisfaction. Integrating with the front office and line manager is also required. Other than this the work based problem like a low level of communication skills has been discussed along with its possible solution. Further, the primary outcomes of the study are to get intellect about the team work that is another required employability skill. It includes the Belbin and Tuckman theory that enhances the knowledge on the ground of team development and achievement of team goals.
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