Type of Skills, Training and Career Development in Becoming a Shift Manager - Coursework Example

Name : xxxxxx Tutor : xxxxxxx Title : KOLB REFLECTIVE ESSAY Institution : xxxxxxx @2009 KOLB Reflective Essay Introduction Hospitality and tourism is a very fast growing industry that requires ideal skills for effective management. The sector is divided in to various sectors including the hotel industry, tourism and travel alongside aviation. The industry is however facing a number of challenges owing to the lack of ideal professionals. Proper management of this industry requires ideal training alongside skill and career development. The industry requires skilled personnel especially with regard to management. Having been in the industry for quite some time, I would like to point out a number of aspects that are exhibited by a shift manager in this industry. This I believe would help a number of aspiring shift managers. I happen to have established the type of competency needed for effective coordination of a particular day time shift. Such management competency revolves around the ideal management of people, analytical skills, business insights and resource development. These are aspects in which employees in this sector should get ideal training. Most of the managers in this industry are not ideally trained in a number of business etiquettes, communication and courtesy. This paper examines the type of skills, training and career development in becoming a shift manager of any facility within the tourism and hospitality industry. I chose to focus on the day time shift. Abstract Conceptualization For one to effectively manage the day time shift which happens to handle majority of the customers unlike the night shift, there is need to acquire a number of skills. There is need for such an individual to clearly understand the expected concepts and relationships regarding the coordination of operations. I find the day time shift to be very involving with lots of operations in entirely all the facilities of this industry. With what I established, effective coordination of such a shift requires a lot of competency and skills. I figured out that it is not possible for one wake up on a certain day and walk in to being a shift manager. This is more so for the day time shift that records the highest number of clients and operations. One needs to have prior experience for this position as the activities are such that there is no room for to stop and learn. Such skills can be attained through a type of training that is acknowledged by the industry for equipping the necessary knowledge of the industry to the trainee. For one to become an effective shift manager there is a need to identify with the right skills and the right institution that can foster training in the relevant skills. I established that a number of shift managers in most facilities are highly trained to handle the coordination of the various sectors. Through such training, it then becomes possible for the shift manager while still in training to identify the field of specialization and seek to develop it through practice outside training (Kim & Hofferber 2003). Effective management in the hospitality and tourism industry revolves around the effective handling of people. A shift manager in this industry needs to acquire skills that will translate in to the right attitude, listening and tolerance. Such aspects should go hand in hand with high level skills in interpersonal skills and public relations. The increase in competition being faced in this industry requires the need to have ideal skills for the partakers to earn a competitive advantage over the many rivals. The need to acquire the ideal training in this training in this industry can not be ignored (Kim & Hofferber 2003). According to my findings pointing to the nature of this industry, becoming an ideal shift manager of any facility in this industry requires one to have what it takes to bring together aspects that are common to the workforce. A prospective shift manager needs to learn how to effectively manage the human resource. This is because effective management of the human resource translates in to effective service delivery. Shift management of the hospitality and tourism industry requires an ideal strategy whose priority is centred on attaining the goals and objectives of the facility. I really find it necessary for an ideal shift manager to work with focus for the next shift as well. This would make it possible for whoever picks up the management of the other shift to have a smooth transition (Kim & Hofferber 2003). Becoming an ideal shift manager thus requires one to attain skills in effective planning and implementation of outlined strategies. This should be done in line with ensuring there exists no shortages in manpower since the day time shift is very demanding with lots of customers. The increase in demand for the services of this industry demands for an increase in the type and level of service. High service provision is a measure that would effectively foster the productive of manpower (Robinson 2009). Such a measure calls for the need to have a very flexible and innovative approach of managing the available staff on the same shift. An ideal manager is required to examine the present labour force and handle emerging issues effectively. The quality of the type of staff put on such an involving shift in the industry need to be measured by their professionalism and competency. Ideal management is the type that will drive and motivate skilled and competent employees to work in the industry (Goeldner & Ritchie 2006). The failure to effectively resolve the emerging challenges whenever they are cited is feared for translating in to the unavoidable downfall of the operations within a shift. I figured out that this is an aspect that may greatly affect even the next shift that picks up as most of the duties are bound to be left undone. The ability to effectively coordinate the various sectors within the in a shift is very essential for the daily coordination of the industry. Since the industry revolves around various sectors, I find it appealing for an ideal shift manager to be conversant with all the relevant skills and activities that are essential for the well being of all the sectors (Robinson 2009). This is because it may not be possible for either of the many sectors to run single handed and the down fall of operations in one sector is bound to have serious effects of the other sectors. The ideal shift manager of the day time shift with lots of operations needs to be conversant with the emerging changes or trends in lifestyles. The failure to clearly understand these trends points to the development of a number of attitudes from ancient generations. Long term career development is a very vital aspect that can translate in to the effective interpretation of aspects that are common to the effective management of the operations that are common to a particular shift. The type of competency held by a shift manager would definitely determine the type of workforce in place. Effective management of the human labour is a very vital aspect of shift management. This is because this is an industry that entirely revolves around the management of people. The types of decisions made by a shift manager are thus very vital at influencing the retention of good employees on a shift (Robinson 2009). A number of critics have indicated that the failure to effectively retain good employees in this industry emerges as a result of the constant undermining that they are treated to by their shift managers. This aspect explains that this industry is held back by a number of conventional approaches to ideal career development that needs to be abolished (Riley 1996). Such a conventional approach does not in any way foster ideal career development as employees in such a case have to figure out their own measures of ascending the career ladder. Proper communication alongside personal development is a very vital aspect that a shift manager in the tourism and hospitality industry should have. Shift Managers should thus be able to focus on creating an ideal workforce that measures on the performance of the employees within the industry. It is advisable for a potential shift manager to find time and constantly discuss with their employees on a number of issues that are bound to impair with their performance within the shift. This should preferably be done immediately after the shift and moments before checking in (Chen 2009). The ability to find time and discuss the potential and performance of employees that a shift manager is bound to work with on a particular shift is very vital for enhancing a number of positive impacts. Such impacts include the provision of feed back on the progress of the work being done at various levels, the identification of the development and training needs of the work force and the provision of motivation to help the work force deliver more effectively (Brymer 2003). It also emerges that through constant discussion between the managers and the work force, it becomes possible to effectively solve a number of problems that may be common to various levels of operation while on that shift. Such discussing can also help the employees to establish what ever is expected of them in their service delivery. The Concrete Experience This point to the type of knowledge that is gained through the learning or acquaintance process. One aspect that I found very vital for one to effectively manage a shift in a facility within the hospitality and tourism industry is the need to take time and learn from another similar shift. It is not very easy for some one who has never been on a certain routine to effectively manage the same routine given chance. Orientation to a particular shift is thus very vital as it enables one to learn a number of aspects that are common to the operations of that particular shift. I was personally oriented to what it takes to manage a day time shift in a five star tourist hotel and I wish to recommend any aspiring shift manager to go through the same process. The type of customer experience offered in such a shift with lots of customers of various backgrounds needs to be of high class. Training in the hospitality and tourism industry is geared at ensuring that; there are enough employees to perform the available duties to the expected standards. This is to ensure that the type of service delivery in the industry is such that offers a world class customer experience. Ideal training is thus credited for fostering an ideal customer experience. The second goal of the training in this industry is to ensure that all the employees have the necessary skills for effective service delivery. Quality service delivery within a certain shift is bound to foster both customer satisfaction and retention. The type of decisions made by managers in a particular shift should be the type that can translate in to the effective service delivery and not in to the undermining of the workforce (Chen 2009). Any harsh decisions made by the shift manager may greatly undermine the service delivery of the employees. Poor service delivery is highly feared for having negative repercussions on the customers. Time management within a particular shift is a very vital aspect. An ideal shift manager should thus ensure that time is effectively utilised such that operations common to a shift are done in good time (Chen 2009). Reflective Observation This measures on what exactly the experience in this industry means to the service provider. It is fostered through active experimentation in fields of operation that are common to the service provision in this industry. Such service provision with regard to experimentation can only be upheld if the operator is conversant with a number of relevant technologies in this industry. A shift manager should thus exhibit technical expertise in a number of technologies that are credited for effective coordination of operations within a particular shift. Such technologies if well fostered will help in the management of time. The hospitality and tourism industry stands to be highly transformed by the emerging trends in new technology. This calls for the need to have a potential shift manager to be effectively trained in the information and communication technology sector. Such a sector integrates in to the power of the use of the internet and effective management of customer relationships. The use of the information and communication technology in the hospitality and tourism industry is very vital. Managers and employees in this sector need to acquire ideal training in this technology (Brymer 2003). The use of online transactions in this industry is credited for increasing the market share. I would say an effective shift manager is the type that is able to incorporate the acquisition of ICT skills for all operations within his shift. . Such skills if well adopted in the day time shit will help reduce the congestion that is common with manual reservations and other forms of paper work that are known to slow down the operations in the some shifts. Such technology can only be adopted if the managers and their respective employees possess a number of skills to handle the soft wares that are common to ICT operations (Brymer 2003). A number of the packages of technology commonly used in such an industry are effectively designed to be easily understood by the respective users in order that very little time can be spend on training. However technology is an aspect that is greatly affected by emerging trends such that employees need to be effectively trained. Training in this technology should thus be acknowdged as a continuous process (Riley 1996). An individual with a vision of becoming an ideal shift manager in this industry should thus be ready to acquire the relevant knowledge in the emerging trends of the ICT industry. With many customers emerging in the day time shift , an ideal shift manager should highly consider the possibility of providing customers with their personal computer services while in the hotels. Such a type of service delivery makes it possible for the customers to enjoy the luxury of the office environment while in their respective hotel rooms (Riley 1996). A good example of ideal shift managers that I have come across with regard to the adoption of the ICT infrastructure is the Hyatt International Hotel whose managers have effectively managed to incorporate the use of this technology in various shifts of its operations. With such a technology the managers need to ensure that the employees in the industry are equipped with the necessary skills that can enable them to effectively assist the customers in making use of this technology (Wood & Brotherton 2008). Such a system would effectively help in the reduction of negative tendencies that are highly feared with the use of manual operations where a number of individuals may not be comfortable when dealing with people that they might not confide in. This is common for international customers in the industry especially in the wake of emerging terrorists attacks (Wood & Brotherton 2008). Other than the emphasis on effective service delivery with the use of the ICT infrastructure, it also becomes important to acquire skills in the servicing of the infrastructure. This is because in the event of trouble shooting, the use of outside expertise on a shift may bring in a number of practices that are not common to the industry. The failure to bring back operations in good time may bring a number of services to a halt in a certain shift. A shift manager should also be conversant with the Maintenance and planning of the ICT infrastructure such that in the event of any trouble within the shift, the problem is quickly resolved (Boella &Goss-Turner 2005). Shift Managers in any facility in this industry should thus study a number of technologies that are known for effectively reducing the rate at which customers in the industry may receive attention from the staff. Such technologies should include the use of electronic key cards that can be used by the customers to enter their respective rooms and check out if need be. The use of credit cards for a number of onsite purchases is yet another vital technology that managers in this industry should incorporate (Boella &Goss-Turner 2005). Becoming an ideal shift manager in this industry requires a better understanding of ideal management systems. The management systems within this industry should be the type that can effectively monitor the use of such technology (Robinson 2009). The ability to incorporate the use of such technology makes it possible for the management to effectively plan the type of service that the facility needs to offer to its respective customers in a particular shift (Nickson 2007). Other than the need to foster the use of the ICT infrastructure, there is need for the management in this industry to focus on other technologies as well. The “the sous –vide” technique is such an ideal example of such technology. With this technique, it becomes possible for a number of pre-cooked foods to be directly supplied to the restaurant in a very involving shift. The day time shift is such that the shift manager may not have time to respond to all the directly emerging orders. Such a technique makes it possible for the shift manager to effectively coordinate the need to out source foods especially for a hotel facility (Nickson 2007). A shift Manager should also identify with new technologies of food preservation including drying, freezing, irradiation and the use of modified –atmosphere packing (Ayres 2006). Such technologies should be common to the type of employees that are sought by the management as well (Murrow 2006). Shift managers need to ensure that employees in this level of operation have gained the relevant skills in the effective use of a number of modern technologies of cooking and the meals served especially in a hotel facility are as per the demands of the customer (San Diego State University 2009). Active Experimentation This aspect transforms the concept of abstract conceptualization in to a test of the expected practice. With the diverse needs of this industry, it becomes vital for a prospective shift manager to identify with a number of ways of denotations such that it is possible to understand a number of ways that knowledge can be transformed (The International Labour Organization 2001). A prospective shift manager needs to understand the position of management alongside the various applications that are common to this industry. Ideal career development for shift management of any facility within this industry needs to focus on the core of management of business and offer courses in this area of specialization. Such career development should also focus on the acquisition of theoretical and practical study of the entire hospitality and tourism industry. An ideal form of career development in this regard is the type that makes it possible for the partaker to be educated on how to readily venture in to managerial positions at any time when approached (The International Labour Organization 2001). The hospitality and tourism industry has been shown to be the fasted growing industry around the globe and career development in this regard is highly valued. Ideal career development should thus effectively train the prospective shift manager and at the same time prepare him to be able to administer businesses effectively within a shift (Mumford 2008). Going through such a form of career development should make it possible for the prospective shift manager to effectively watch over the provision of ideal services in the various sectors while on his shift. With focus on the various demands of this industry, ideal career development should enable the prospective shift manager to effectively plan events and manage the attraction and retention of both customers while on duty. Proper career development in this industry should go hand in hand with ideal mentoring that can help in the identification of the areas that require much attention. A prospective shift manager should thus identify with potential mentors in his career that may be of help in his own progress. A very ideal career aspect for shift management of this industry revolves around the acquisition of skills from renowned shift managers (Mumford 2008). The hospitality and tourism industry is considered to be the fasted growing industry around the world. The rate at which the industry seems to be gaining acceptance in various countries points to the need to have ideal managers. Such managers need to have the relevant skills and knowledge that is highly credited for positive transformation of the industry. Such skills can only be attained through ideal career development both while in practice and outside practice. For one to be become a good shift manager of this industry there is need to identify with potential mentors that may provide guidelines on the way forward. 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Riley, M 1996, Human Resource Management in the Hospitality and Tourism Industry, Butterworth-Heinemann, Washington. Robinson, P 2009, Operations Management in the Travel Industry, CABI Publications, Washington. San Diego State University, 2009, Hospitality and Tourism Management, Viewed on 3rd Nov 2009< http://arweb.sdsu.edu/es/admissions/ab/hospitalitytourismmgt.htm> The International Labour Organization, 2001, Human Resource Development, Employment and Globalization in the Tourism industry, Viewed on 3rd Nov 2009 file:///C:/Documents%20and%20Settings/user/Desktop/tmhctr2.htm Wood, R & Brotherton, B, 2008, The SAGE Handbook of Hospitality Management, SAGE, Washington. Read More