Skills and qualities Essay Example

Skills and qualities   Essay The Travel and tourism industry takes both interpersonal skills and technical skills into a huge consideration when recruiting a new member of staff. Concerning Technical skills may be one of the most basic types of skills which employers may be looking for when recruiting new members of staff as it is very crucial to their job roles. Technical skills are absorbed and taught as it will benefit them I their jobs, in many cases they may be very basic skills such as maintenance, cookery, organizing and so on. There are many values of technical skills and some are more demand that the others, however these skills are often the most crucial skills required by employers. Technical skills are set out to run, and set up malfunctions, or equipment maintenance such as computers which is involved in a certain individuals job criteria. In this case this skill may be important as the staff that has that skill will be familiar with what kind of preservation is essential to carry out on this equipment if something goes wrong. We will write a custom essay sample on Skills and qualities   specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Skills and qualities   specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Skills and qualities   specifically for you FOR ONLY $16.38 $13.9/page Hire Writer However on the other hand interpersonal skills are self-concept development, which makes an individual different from other individuals, however it includes many effects for instance how you behave in different situations or how you get on with people. A personal quality is what builds up persons characteristics; this may result in their attitude towards life and work. However skills are a development of process, it is socially constructed, and its what you learn in the work place. Employees are trained to develop these skills because it is vital in the travel and tourism industry. Personal qualities and skills are essential when employing new members of staff into the industry. The most common skills which are taken into account are usually are literacy and numeric skills, there are also other skills which are highly recommended for potential travel and tourism staff such as communicational skills, organisational skills and most importantly customer service. However there are also o ther types of skills required as well as all the technical skills for instance stamina; staff must have the stamina to work long and flexible hours. One example of interpersonal skill is coordination, this is extremely important for staff to be capable of doing as it regulates performance in relation to others actions. Staff must be able to engage in negotiation as it brings everybody together and settles the differences. On the other hand service orientation and social perceptiveness; this is when they are aware of what everybody else feels like towards a certain situation, their reactions and understanding. At the Marriott Hotel the staff are trained really well for a specific job role in order for them to do really well, so for instance some of the skills may be that they want their staff to take to account is the hotels geography, or be able to be familiar with all the emergency procedures for instance where all the fire exits are located. Reception Interpersonal skills Receptionists are required to have many types of interpersonal skills because they are responsible for assisting the guests so they must have excellent guest service skills. They are the first people the guests see when they visit to the hotel which is why they must have good skills in providing information regarding the hotel. Receptionists must learn how to make a good first impression and also learn to develop good listening skills because this is very important at the Marriot. They must be able to and capable of communicating effectively and have the stamina to work long hours. For receptionist at the Marriott they must be aware that they have many objectives to meet whilst they are at work, as there will be many different types of customers with their own unique problem which will need to be dealt. However handling complaints well is also another huge concern and this skill by a receptionist is most important as the Marriott believes customers are always right. At the Marriott is it is essential that receptionists be taught how to stay motivated and learn how to focus on customer care and provide information professionally, however they also need to feel compassionate towards the customers and also put on a good face even when its most worst day for them, because customers are supposed to feel welcomed all the time. Other interpersonal skills which are important for receptionist are communication skills and how to use them , receptionists must also be aware they need the ability to be able to remain calm and very composed, the slightest bit of anger cannot be shown in anyway for instance through their voice of facial expressions. At the Marriott they require their staff to have the ability to help customers in a friendly and yet a professional way, which may include tactfulness turning negatives into positives. Active learning is a good example of a good interpersonal skill for a receptionist as this will help them recognize the proposition of potential future problems, however active listening is also another skill as they will give customers the full attention and take huge amounts of time to achieve a good understanding to the points which customers are pointing out. Critical thinking is also another interpersonal skill which is very important at the Marriott by their receptionist staff, this helps staff see the logics and the reasons behind things rather that just the reasons, it will also help them figure out their way behind barriers, so for instance they are dealing with a difficult customer they wouldnt be let left speechless as they will understand and try and help rather than just turn their backs and walk away. The use of science is also important as they might come into a situation where they may need to use scientific rules and techniques to solve a case, speaking, a good communication is always appropriate for the needs of customers. Technical skills However other technical skills for a receptionist staff at the Marriott also includes skills such as equipment selection, so for instance something at the reception has gone wrong it the staff will know straight away what to do and how to handle the situation. If that staff has that skill they will also know what tools may be necessary. On the other hand installation, this is a very effective skill. A receptionist staff must me familiar with IT, so for instance isnt familiar with IT and there is a break down in the system they wouldnt know what to do, due to this Marriott could lose a lot of their important data installed on those computers. Whereas if there was no absence of this particular skill the member of staff will quickly run the programmes which may be needed and meet all the specifications as they will have the skill to do so. Another skill is also involved with this type of skill which is the operation and control, however this may sound very basic but it is important for a staff to have the knowledge of how to use the controlling operation systems and be extremely capable of how to monitor them. Troubleshooting is another skill important in this category; receptionists must have the skill to figure out the errors and the cause of them, repairing the machines if needed to be repaired. Thus one major skill which needs to be taken into huge consideration as the quality control analysis, at the Marriott they are very strict about how well their systems work and that they do now fail under any circumstances. However quality control analysis is done by the receptionists if not them its usually people at the front office, what the do is they inspects the computer and all the other technological systems in the building, such as the products and services and take out tests on them. The Marriott is a large hotel, so therefore to keep up their good successful image they must train their staff well with the technical skills required by this job. However staff at the front office in other words at the reception have the duty for the creation of the success in the organisation. So therefore receptionists must have adequate levels of technical skills. The main roles of a receptionist at the hotel is to receive calls, for which they must be able to use many different types of telephone techniques for instance dealing with incoming calls, how to sound confident and understanding the use of check lists and being able to use them if necessary, however it also includes skills such as being able to direct calls correctly. Receptionists must also understand the importance of customer relation; this includes factors such as understanding customer needs and attitudes, and dealing with complaints and awkward customers either on the telephone or on a face to face basis. For instance if there is a customer making a complaint the receptionist must learn to stay calm and develop strategies for dealing with difficult customers and situations. This is extremely important for the Marriott as the receptionists work as the front line position at the Marriot, and the impression the guests will receive from them is what the whole hotel would be judged by. Other skills include things such as cash handling skills to cope with the hotels accounting procedures in order for them to be capable of using the computerised billing and financial accounting system. Being taught plenty of skills is necessary for instance regarding customer care, numeracy, IT skills, using hotel systems and billings because staff must be able to use computers well as these methods are used constantly. The information they put into the computer must be accurate and checked. Computerised systems are vey difficult to handle and if anything goes wrong they could lose a lot of data, such as the hotel summary of each days business. Receptionists workers have many objectives these include things such as providing support to every parts of the organisation, as everybody needs their help and in order to do this they must keep appropriate records for certain things. learning the importance of first impressions which involves trying to project a professional image establishing a source of compliant, discretion and tactfulness, these skills are very important for the hotel which is why the reception staff are involved in doing a lot of work dealing with these skills. Restaurants and bar staff Technical skills Banqueting and bar staff at the Marriott are required to have many types of technical skills for instance how to prepare coffee up to a certain standard, these staff are responsible for maintaining the bar and the restaurant, this involves generating and preparing food in agreement with the customer or food, one basic technical skill is that they must have is that the food they make has to be up to menu specifications and meet the Marriot standards, other skills include taking orders serving food at a fast and effective pace whilst still keeping up the professional appearance and sanitation of the bar and restaurant. There are also other skills included in that position of job at the Marriott such as handling cash well They must also understand and be aware of the companys cash handling policy and procedures and must maintain a certain standard. Other skills include technical skills such as replacing and refilling the wine bar, how to use tills, numeric skills, excellent guest servic e skills and most importantly how to set up and close the bar and restaurant area. Bar and restaurant staff at the hotel are also required to have stamina in order to keep up with the unsociable hours and must be able to work flexible hours. Interpersonal skills Bar and restaurant staff at the Marriott are also required to have plenty of personal qualities, they should feel motivated about the work they do and very compassionate, however a sense of humour is always good as for the other members of staff and for yourself, this is very important as it helps the staff to stay happy and well focused on the job. However these staff must have a high level of stamina as the job involves a lot of work and long hours, they must have positive attitudes towards their colleagues and the customers as it this is a very essential part as it is a way to keep up with the Marriot standards. On the other hand communication skills are very important as it helps them to talk to the customers and understand what they want or need. However bar and receptionists staff at the hotel must also be very co-operative as that is they key to make a person adaptable and determined to succeed. Other general skills are also required such as they must not show their limitation if they get annoyed with a customer. On the other hand it is also important they have the courage to avoid critics of customers and not take it to heart. and also avoid the lack of temper and selfishness. House keeping Interpersonal skills Housekeepers at the Marriot are also expected to have many accomplished communication and interpersonal skills; the house keeping environment at the Marriott is a very hectic and obliging environment. A lot of the housekeeping staff will have to work in a very hospitality surrounding for which they may need to be empathetic. The interpersonal skills required by a housekeeping staff includes being friendly, pleasant and extremely dependable because it is possible they may come into contact with the visitors, housekeepers must also have good listening skills as well as good communication skills. Housekeepers must be extremely familiar with staff management practices and be capable of recognizing the Marriot hotels housekeeping standards and health and safety regulations. Housekeepers are often responsible for a wide range of areas which is why they must be familiar with hotels geography incase of emergency or to get something they need. On the other hand they need to also know where the rooms are located which they need to clean .Housekeeping at the Marriott hotel is all about maintaining the hotel and keeping it spotless for their visitors. A housekeeper is expected to clean, dust and vacuum; house keepers are also expected to be familiar with how to use the products, tools and equipment fully. On the other hand there are also other skills required for the housekeeping staff such as communication skills, feel motivated and also to have a relevant foreign language skill. Housekeeping staff must be having relevant language skills because they may come into contact with the cu stomers and may be asked questions. However other skills include skills such as having the ability to make decisions and most importantly to make the guests feel like they are at home with warm and impeccable service. Technical skill However other technical skills required by house keeping staff at the Marriott is to have the ability to keep the assigned corridors and stairwells extremely clean and maintained, they must also have a basic knowledge of engineering building maintenance skills in case repairmens are need in the bedroom. However they must be aware that they are in charge to keep the linen rooms properly stocked and clean also it must be organised and searchable for other members of staff to find. Housekeepers must able to know how to remove waste and dirty glasses; these staff must have excellent guest service skills and must be available to work a flexible schedule. Excellent cleaning abilities The role requires staff to do heavy duty cleaning, general maintenance and minor repairs of guest rooms to maintain the Marriot standards, other skills include cleaning carpets, being able to organise vents, how to vacume edges , how to clean windows, ,changing filters, minor repairs and furniture. In conclusion I believe that to maintain a good professional image of an organisation many skills and qualities taught by the staff at the organisation is very effective, as it will bring new customer and the staff will be happy workers and very co-operative they will feel motivated and determined to succeed. At the end motivated staff result in good business and more sales, so it is very important for staff to identify the skills for the job role. Conclusion I believe that interpersonal and technical skills are very important as in life in general and also for the world of work as they as they are increasingly commanded by employers, and in other terms these skills are also known as employability skills . The growth of these skills makes available a bigger constructive structure for us to replicate on our own development, this self-awareness is vital to future success.