Personal Work Plan and Professional Development Plan Assignment Sample

University : Richmond School Of Business Gradesaviours is not sponsored or endorsed by this college or university.
Subject Name : Business

Position Description

The selected job position is a customer service manager or guest service manager. As the name suggests, the major role at this position is to ensure that the customers or guests of the organization are satisfied. The job description is related to the position of customer service manager in a hotel of Australia. As a customer service manager, the key responsibility is to maintain customer satisfaction by handling their feedbacks and guiding the staff of the organization. The job duties are as follows:

To recruit such human resources who can help to accomplish the objectives of the department. Thus, recruitment, selection, training, assigning the work, mentoring, counseling, appraisal and job review is to be done by the manager. Further, there should be clear and effective communication between the manager and the staff (Monster 2019). So that the staff can understand the expectations and requirements of the job.
Customer service objectives need to be prepared on the basis of industry standards, expectations of the customers, their feedbacks and identifying the customer service trends. Customer service information and recommendations must be included in the strategic plan of the organization. Further, implementation strategies should be prepared to achieve the stated objectives.
The further duties include identifying any distraction in the implementation and realization of the procedure. Handling customers’ feedbacks, resolving problems, determining improvements in the system and completing audits must also be performed by the manager of the customer service department (LinkedIn 2019).
Work needs to be assigned to the staff of the department and it must be ensured that they perform their duties and responsibilities effectively. Further, job rotation is also a part of this job, therefore, the managers must ensure that staff is working in different shifts.
To determine the requirements of the customers by keeping in touch with them. It can also be done by visiting the operational environment, monitoring the work of staff, conducting surveys, taking feedback and benchmarking the best practices.
The financial objective of customer service must also be achieved. It can be done by forecasting the requirements of the customers, preparation of budget, analyzing the expenses, determining variances and taking corrective action on the right time.
Timely contact with the customers is also necessary so that can have the feeling of connection with the hotel.
To work in alignment with the organization’s vision and mission so that the results can be directed towards achieving the goals and objectives. The manager must ensure that the practices of the staff and department are meeting the stated goals and benchmarks.
To remain updated for the current trends and job knowledge by attending events, seminars, conferences and meetings (Noe et al. 2017). Furthermore, maintaining personal networks, participating in professional organizations and reading various stuff related to the field must be incorporated into the schedule.
Analysis of the process and adjustments according to the current requirements is also essential to improve customer service quality with the passage of time.

The skills and qualification required for the job are as follows:

The key skills and qualification required for this job role include customer service, decision making, information analysis, and development of standards, tracking the budget expenses, improve customer experience and emphasize excellence.

Organization's plan on the company's goals and objectives

The goals and objectives of the organization are to become the best hotel in the industry and provide a world-class experience to its customers. It is one of the most popular hotels in the industry with a high rate of customer satisfaction level. Further, the goals include providing sustainable tourism opportunity to people, enhance the contribution of the hotel in the social, cultural and economic development of the area, increasing the brand value of the hotel and to target high-class people who want excellent and luxurious services (JW Marriott. n.a.). In order to achieve all these goals and objectives, the plan of the organization is as follows:

A generic strategy is chosen by the organization to differentiate its products and services from the rest of the organizations in the industry. Generic strategies will be employed on the business level so that the pre-determined objectives can be achieved.
The needs of the customers will be understood first and then they will be fulfilled by providing them with the services that upscale their expectations.
The market segmentation strategy of the hotel will be integrated into every operational step of the company. Services are customized on the basis of the needs of different customers. Thus, they are provided with what they want. The needs of the customers are satisfied by making differentiation among the customers that include budget customers, economy customers and high-end customers. Thus, the products and services also range from low end to high end (Chen 2013).
Regardless of the purchasing power of the client, the hotel ensures that needs and desires are fulfilled. Various catalogues and portfolio are designed in this direction.
Customized offerings are made for business people, family, people, sole travelers, friends and couples. An office space set-up unit is provided to business travelers so that they can remain productive even after business trip tours.
The financial planning of the company is strong enough to ensure that the business makes a good profit so as to stay competitive and in the profitable stage. Further, it will also be helpful to ensure the economic, social and cultural development of the region with the help of the organization’s business.
The organization focuses on sustainable practices by ensuring that the impact on the environment is minimal. It is done by reducing the carbon footprint, sustainable management of water and energy, increasing the use of renewable energy and use of innovative technologies (JW Marriott. n.a.).
The organization follows certain principles that prove quite effective in the achievement of its goals. These principles are never given up in adverse conditions, taking external help whenever needed, delegate the responsibilities and hold people accountable for the work, follow the energy management plan thoroughly, maintain strong communication throughout the organization and involve stakeholders in the decision-making process.
Exhaustive training will be given to the staff so that they can fulfill the demands of this competitive industry. Further, in order to maintain the image and reputation of the organization in the market, it will set a benchmark which needs to be adhered to by all the people in the hotel. Segmentation of the customers will be done on the basis of psychology, geography and demography of the customers. Further, positioning will be done by using brand positioning strategy, Product positioning strategy, Competitive pricing strategy and Competitive positioning strategy (Chen 2013).

Personal Work Plan

Long term Goal: To encourage employees to create a better customer experience
Short term Goal: To reduce the overhead cost of the organization
Goal	Objectives	Resources	KPI and performance measurement	Target date or duration	Need improvement	Confidence (1-5)
Improve customer service	To understand the demands of varied customers and help in achieving maximum customer service experience.	Resources for dining decoration, hot utensils for food and so on.	Feedback forms form the customers who had visited the organization. Customer ratings for the hotel will also help in measuring the customer service provided by the hotel.	Ongoing process	Yes	3-Confident
Improve management skill	I will try to be more responsible for my tasks such as billing issues, key control procedures, safe deposit box procedure and so on.	More authority and responsibility of the shifts.	Take feedback from higher authority member regarding the management services provided by me (Beausaert et al. 2011).	3 months	Yes	4-Confident
Improve communication skill	I try to expand my basic knowledge in certain languages which I am not familiar with.	Classroom training or online training of the languages.	Take feedback from the employees who are from a different cultural background and who prefer their mother tongue for communication.	2 months	Yes	4-Confident
Improve financial management	I am currently aware of my financial outgoings and thus will try to minimize the overhead cost which the company had to pay for unnecessary reasons.	Report on the company during different financial resources.	Audit statements of the organization will help to determine whether I was able to improve the financial statements of the hotel or not.	1 month	Yes	3-Confident
Improve technical knowledge	I will try to improve my technical knowledge so that I can work with the current software’s used by the organization.	Integration of different software and mobile applications (Kivimäki and Meriluoto. 2018).	The technical knowledge can be measured by looking at errors present in the software.	6 months	yes	3-Confident
Positive attitude	I will try myself to remain optimistic throughout the day in approaching different tasks and challenges	Different self-assessment tools will be required to achieve this goal.	Swot analysis or 360-degree framework would be applied to determine my positive attitude.	1 week	yes	5-Confident
Online marketing	I will try to promote the restaurant in different parts of Australia through social media and print media.	Social media such as Twitter, Instagram, Facebook and so on. Print media such as newspapers, pamphlets, brochures and so on.	The overall increase in the sales percentage will automatically reveal the fact that online marketing skills of the organization.	Ongoing process	yes	5-Confident
Time management	I will start using my free time in the allocation of the different task according to the capabilities of the employees	The clock is the most necessary element to make the most use of the resources.	Measurement of time utilization in the organization.	Ongoing process	yes	3-Confident
Listening skill	I will try to improve my listening skills so that I can hear the grievances of the employees	Part-time training from an institute that provides listening skills training. Attending a listening skill seminar will also help in improving the listening ability.	Feedback from employees will help to identify that listening ability has improved or not in the following days.	1 week	yes	4-Confident
Creativity	I will try to physically use my imagination so as to create something phenomenal for the growth of the organization	Creativity analysis tools and resources will be used.	I will constantly ask myself again and again about the thing which needs to be improved.	3 months	yes	2-Confident
Phone communication	I find difficulty in understanding the opponent. I will thus try to improve my phone conversation style	Telephone or mobile phone conversation tools will be used in improving this objective.	Feedback from friends, family members and teachers will help in improving the telephonic conversation skills.	3 days	yes	3-Confident
Leadership style	I will try to keep my employees motivated so that they can work extraordinarily hard for creating better customer experience in the organization	Motivational items, charts, incentives will help in improving leadership style (Eisele et al. 2013).	Team members of the organization will give feedback about the leadership style.	Ongoing process	yes	4-Confident

Skill	Activities	Personal and professional development
Improve customer service	I will try to initiate some activities by which employees can learn how to allure clients who try to visit the organization.	It will lower the stress generated.
Improve management skill	I will try to incorporate management concepts in the organization wherever possible.	It will improve the learning strategies of the organization.
Improve communication skill	I will practice speaking in front of the mirror so that I can improve my communication skills.	I will improve communication by speaking with confidence (Beausaert et al. 2013).
Improve financial management	I will start taking coaching to adjust the overhead cost of the company.	Will get real-life experience by handling money.
Positive attitude	I will try to enhance my positive attitude by engaging myself in challenging work.	Keep me motivated: I will try to learn through my mistakes by self-reflection practice.
Online marketing	I will take the help of social media to enhance the marketing style.	Advertisements on social media and print media will increase the number of customers.
Time management	I will try to divide the entire task into small modules so that it can be completed within the stipulated period of time.	Make sure not to waste unnecessary time.
Listening skill	I will improve my listening skills by practicing things that build patience.	Will incorporate sound listening skills.
Creativity	I will try to improve my presentation skills by introducing some innovative strategies within the organization	Familiarizing while presenting things in front of others. I will try to improve my problem-solving skills
Phone communication	I will try to take more and more client calls to understand their demand.	More successful interviews will enhance job performance (Lejeune et al. 2018).
Leadership style	I will try to use a transformational leadership style.	I will make sure that under my supervision and guidance all the employees of the organization remain happy throughout.
Improve technical knowledge	I will try to take online courses in the activities.	Online tuitions will help in technical development.

Professional Development Plan

This plan will be made on the basis of a personal work plan. The gaps between the requirement of the job position and current qualification and skills will be analyzed and incorporated in this plan.

The gaps in qualifications, skills and abilities to achieve career goals	Professional development activities	Development opportunities (Within the timeframe of 1 to 5 years)	New skills to achieve or maintain a competitive edge	Planned participation in networks or professional associations	Timeframes in which to achieve development opportunities, new skills, participation in networks
Need certifications in the area of hospitality and hotel management.	I will research for the courses that are available in the field of hotel management. After that, I will find the institutes that are offering certification courses that match my requirements.	It will involve learning and examination. Moreover, additional learning will also take place from external resources (Berg et al. 2013).	The new skills that will be learnt through this option will include leadership skills, customer service skills, hospitality skills and team working skills.	Along with the certification course, I would also involve in professional associations where I can get the knowledge of the implementation of the learned skills (Alfes et al. 2013).	It will take 3 to 6 months to acquire 1 to 2 certifications.
Need training in the area of hospitality and hotel management.	It will be taken from the training and education center. Experts in this field can also be approached and training can be taken from that too as they possess relevant experience in the field of hotel management and customer service.	Training can be taken from various institutes, experts and other sources where it is available in accordance with the needs.	It will be helpful to learn new skills and improve the existing ones. These skills would include flexibility, improved customer service, greater awareness of the hospitality industry and multi-tasking (Dhar 2015).	The meetings organized by various associations can be attended periodically. Moreover, the network will be expanded in the sector of hospitality so that connections will be made with different people.	It will be a continuous process, so, it will always be done.
Need to improve communication skills by learning new languages	It will be done by attending some classes to learn new languages. Learning different languages is significant because customers come from diverse backgrounds. In order to attend them effectively, the manager must have knowledge of different languages. Further, I will also focus on improving communication skills by adopting ways which are essential in this direction (Benavides-Velasco et al. 2014).	The opportunities available for this purpose include professional language learning classes, watching videos on different online platforms, involving in discussion with people from diverse backgrounds and attending personality classes. The focus will be on the improvement of both verbal and non-verbal communication. I will try to make my communication skills effective enough to attract the guests of the hotel.	It will involve improvement of verbal and non-verbal communication skills. Thus, knowledge of new languages would enhance. Further, body language, gestures, postures, facial expression, eye contact, appearance, physical environment and touch will get more professional and effective.	After acquiring knowledge for new languages, I can involve myself in various networks so that the communication skill gets sharpen day by day (Bharwani and Talib 2017).	Classes will be attended for a period of 6 months. Further, the practice will be continued in long-term so that new languages will be in practice and non-verbal skills will also get improved.
Need to improve customer service skills	The training, certification and professional courses will prove to be helpful in improving the customer service skills of the manager. Further, for a manager, it is also significant to train the staff so that customer service can be improved. The professional courses that will be undertaken will help in this direction.	Training, teaching, certification, online courses, monitoring the existing practices, understanding the industry standard and focusing on customers’ experience in the hotel.	These new skills would involve handling customer complaints effectively, working on their feedbacks, implementing the changes, training the staff, assigning them the work which matches their skills and experience and making personalized arrangements for the guests (Alfes et al. 2013).	Seminars will be attended to understand the nuances of this area.	1-year course will be opted.
Improvement of financial management	Working with the finance department and understanding the requirements.	Handling customers effectively, keeping a track on the market trend and segregating the customers on the basis of their financial needs.	Financial knowledge, market trends and industry knowledge.	Conferences will be attended.	2 months.
To learn better leadership style by opting for certain course related to leadership in the hotel industry	I will understand the requirements of the staff and then the leadership style that best fits the need will be chosen accordingly. Various leadership styles that can be chosen will be analyzed and then the decision will be made to select the best.	Seminars, conferences and meetings will be attended so that I can understand the requirement of the industry (Alfes et al. 2013). Moreover, personnel management courses can be opted so that the work can be done in a better way.	Handling the complaints of the staff, assigning them the work which they find suitable for them, and providing training on a timely basis on the basis of changing industry trends and finding the best leadership style to handle the employees.	Leadership style can be learnt in professional courses. Moreover, industry talks, case studies, daily experience at the hotel and training can prove to be helpful in this direction (Bharwani and Talib 2017).	1 year will be required.

References

Alfes, K., Truss, C., Soane, E.C., Rees, C. and Gatenby, M., 2013. The relationship between line manager behavior, perceived HRM practices, and individual performance: Examining the mediating role of engagement. Human resource management, 52(6), 839-859.

Beausaert, S., M. Segers, and W., Gijselaers. 2011. The use of a personal development plan and the undertaking of learning activities, expertise-growth, flexibility and performance: The role of supporting assessment conditions. Human resource development international, 14(5), 527-543.

Beausaert, S., M., Segers, D. Fouarge, and W., Gijselaers. 2013. Effect of using a personal development plan on learning and development. Journal of Workplace Learning, 25(3), 145-158.

Benavides-Velasco, C.A., Quintana-García, C. and Marchante-Lara, M., 2014. Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41, 77-87.

Berg, J.M., Dutton, J.E. and Wrzesniewski, A., 2013. Job crafting and meaningful work. Purpose and meaning in the workplace, 81, 104.

Bharwani, S. and Talib, P., 2017. Competencies of hotel general managers: a conceptual framework. International Journal of Contemporary Hospitality Management, 29(1), pp.393-418.

Chen, W.J., 2013. Factors influencing internal service quality at international tourist hotels. International Journal of Hospitality Management, 35, 152-160.

Dhar, R.L., 2015. Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management, 46, 419-430.

Eisele, L., T., Grohnert, S. Beausaert, and M., Segers. 2013. Employee motivation for personal development plan effectiveness. European Journal of Training and Development, 37(6), 527-543.

JW Marriott. n.a. Case Study. http://www.cleanenergyministerial.org/sites/default/files/2018-06/CEM_EM_CaseStudy_JW_Marriott_USA.pdf

Kivimäki, V. and S., Meriluoto. 2018. Holistic Perspective to Individual Study Plan: Personal Development Project Plan. Studies in health technology and informatics, 256, 514-526.

Lejeune, C., Beausaert, S. and Raemdonck, I., 2018. The impact on employees’ job performance of exercising self-directed learning within personal development plan practice. The International Journal of Human Resource Management, 1-27.

LinkedIn. 2019. Job description. https://www.linkedin.com/jobs/view/w-insider-guest-services-manager-w-dallas-victory-hotel-at-marriott-hotels-resorts-884139943

Monster. 2019. Customer Service Manager Job Description Sample. https://hiring.monster.com/hr/hr-best-practices/recruiting-hiring-advice/job-descriptions/customer-service-manager-job-description-sample.aspx

Noe, R.A., Hollenbeck, J.R., Gerhart, B. and Wright, P.M., 2017. Human resource management: Gaining a competitive advantage. New York, NY: McGraw-Hill Education.

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