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In todays world the service industry is so popular and it is the third largest contributor to Malaysias economic. One of the most popular service industries is the hospitality industry which includes the lodging sector and also the food and beverage industry. Besides this a service industry is an industry that provides intangible and tangible service to humans. In the current era, today's customers are harder to please than before. This is because the customers are getting more sophisticated and they have a much higher expectation as well as higher demands. So as to survive, to be profitable and sustainable in the service industry, it needs to be able to rely heavily on its employees. This is because the service industry is a people business. The employees should be able to perform well more so to be able to understand the information given to them and more importantly complete the task given to them. But if an employee's fail to possess these qualities it is up to the training manager to do something. First of all what is a training manger? A training manager is an individual that plans, directs and coordinates all training activities of an organization. There are various methods that a training manager can use to make his/her staff more competent in what the field that they are in.
Base on the assignment question a training manager of a hotel should be interviewed, on how to solve or the approach in solving the above problem which is "if a staff is not performing well, unable to understand and process the information as well as not being able to execute the task. The training manager that has been chosen for this assignment is Mr. Lawrence from Flamingo hotel, Batu Ferringhi.
To start off with Mr. Lawrence said a good employee should posses six important characteristic, which he said is very vital to have in the service industry. The first quality that an employee needs to have is a "good work ethics". This is because an individual with excellent work ethic is less likely to be diverted with other matters but rather focus on his/her work. As well this kind of individual is less likely to be wasting company time, money and resources. These employees have high tendency on concerting on what needs to be done and will execute it, in no time. Second characteristic of a good employee is someone who is a "goal-orientated" person. This because an employee who is goal-oriented is often focused the success and growth of a company as well as him/her self. The next characteristic which is important to have is "adaptability". The reason why? Because adaptable staffs are willing to be adaptable, no matter what the job is. Employees which are highly adaptive will work best by themselves or in a group environment and chances to succeed are high when given multiple tasks. The fourth characteristic that is expected out of an employee is "trust" because an employee who is sincere and trustworthy will cost the organisation significantly less money. Mr. Lawrence said that a good employee should be also likeable so it is easy for people to work with him/her or for him/her to work with others. The Last quality a good worker should have is "good time manager". This is because a good worker will have something to do when s/he not occupied with constructive things. For example, a good employee will keep themselves up-to-date with the trending industry and latest business news when s/he is free, to do better with his/her daily tasks.
According to Mr. Lawrence training is important not only for those troubled once but is also equally important for other employees to. This is because training is the method of further improving once skills sets, capabilities and knowledge for doing a particular job. Training process helps shapes the thinking of an employee and this further leads to a quality performance of an employee. Based on the interaction with Mr. Lawrence, he said that there are three training methods that the hotel uses in preparing their staff to work in the service industry. The first training method that the hotel uses is the "induction training". This method is use for those newly recruits to the hotel. In his view point he said that the induction training is very important as it helps a new recruit to become fruitful and productive in the hotel as quickly as possible. He also added that the training will clearly; avoid costly mistakes by the new employees hazy about the procedures or techniques of their new jobs. The second training method that Mr. Lawrence uses is the on-job-training method. This training is conducted in the work place. He did mention that there are pros and cons of using this training. The main advantages of this method are it is firstly cost-effective because there is very little cost to cover. Secondly is employees are actually productive and they are training alongside with their colleagues, which they are more comfortable with. The biggest drawback he said that there are bad habits that might be passed on and the learning environment may not be very efficient. The last method that hotel uses to train their employee is the off-the-job-training. This means when employees go away from their work place to be trained. Mr. Lawrence also pointed the advantage and disadvantage of using these methods. The main advantage is that the employees get to learn from outside specialists and experts. The major cons are there is lost working time and potential output from employees. Secondly some employee will not be loyal because they have attained new skills, qualifications and may leave the organisation for a better job. Lastly it is a heavy cost for the company.
Mr. Lawrence said that there is various training style that he fellows, if his employees are not up to the mark and standard required for the industry. He also added that it is very important to train them and give them a second chance. The first training style that he uses is "demonstration". As the name suggest to us the employees are exposed to what to do and how to do it. He also added this method works best with visual learner as he quoted "a picture is worth a thousand words" and this visualization training will provides that picture to the employee. The second training method that is uses in Flamingo hotel is "discussion". This training tool provides open communication between the staff and him. So 'brainstorming' is incorporated and it is his responsibility to keep discussions open but to a certain boundary level. He added this method is best suited for those people who like talking and communicating. In addition to training method mention earlier, the other training method that is uses is "lectures". According to Mr. Lawrence this is one of the worst training methods. This is because there is only a one way communication going on. The last training device that is uses to train the employee is "role play". He added this is one the best method especially in the hotel industry. This is because it creates a situation where the employees are provided with a set of situation and an overview is given of what needs to be accomplished out of it. This helps employees to compare what is not effective and what is effective and this comparison creates the knowledge to the employee. In addition to that, Mr. Lawrence added on it is very important that the training he identifies which training method is best suited for what staff. He also said that it is very important not to spoon feed the staff as he quoted a Chinese provide "Give a man a fish, and you feed him for a day; show him how to catch fish, and you feed him for a lifetime.
As regards to Mr. Lawrence view point he said training is very important in an organisation. Firstly there will be less supervision need. This is because a well equipped and trained employee will be confident with the task s/he is doing, which will require him/her to need less of direction. Thus, there will be less time, effort and energy being wasted from the employer. Secondly there will be fewer accident and mistakes. Why? Because errors only happens when an employee are lack of knowledge and the skilled required to used for achieving a particular job. The more employees are trained, the less chances of him/her committing a mistake in a job and the more proficient they becomes.
Based on this assignment and the interaction with Mr. Lawrence it can be concluded. That yes training is very vital to staff having difficulty and also to the normal staff. As well, it can be summarized that training is a very crucial aspect for an organizational development and success. It is successful for both parties the employers and employees of the hotel. The staffs which are trained will become more efficient, productive and competent with the job if he/she is trained well.
Do you agree if I said "anyone can become a leader"? Is it really possible? Aren't there people who traits make theme unfit to be a leader? Explain your views.
In today's world where things are becoming more advance and people are becoming more educated in their thinking. Job style and work attitudes of workers have change drastically. Nowadays most employers are looking for people with good leadership qualities. This is because they want to ensure smooth sailing of the business without any hiccups. To be able to understand what is leadership and the roles that it plays along with it. We must first look at defining the term leadership and what it means to be a leader. On the whole, a leader is someone who leads others in doing something or to a particular goal. In this world any "tom, dick and harry" are able to be a leader as it is rightly said by Vince Lombardi "Leaders are made, they are not born. They are made by hard effort..." Whether they are good and successful leader is a different story. More so it all depends on how the word "leader" is being defined among the people. If the word leader is being defined as the definition above than most definitely that no one is suitable to become a leader.
Yes anyone in society or even in an organisational "can be a leader". This is because leadership qualities and characteristics are trainable. Leadership can come from anyone who displays or shows leadership as an occasional or a discrete act of influence. Yes a leader must provide some direction, but the person at the top is not the only person who can do that. Most often a leader can be found and nurtured if ones take a closer look at the following character traits. While for some people they are born with these characteristics which make them a natural leader. Others develop them as they improve as leaders. The first trait of leader they should be visionary who has a clear, vivid picture of the journey ahead and will know on how to get there. Moreover they will have a determined grasp on a whole picture of what success is and they will know how conquer it. But it's not sufficient to just have a vision. An ideal leader must be able to share it and perform it .
As Jack Welch mention "Good business leaders create a vision, articulate the vision, passionately own the vision and relentlessly drive it to completion." A leader must the ability to communicate, promote and sell the vision to his/her followers. Good leader too must have the discipline and the courage to work toward his/her vision persistently, as well as to drive their actions and the team members toward the goal.
The second characteristic that a leader needs to have is integrity. A person upholding the value of integrity is the same on the outside and on the inside. Such an individual can be trusted because they never change their inner values, even when it might be hasty. A leader who is centred along with integrity is more approachable by his/her followers. Apart from this a leader need to be dedicated to the job. This means that the leader needs to spend whatever time and energy which is required to accomplish the task at hand. A leader inspires dedication by example. The next important quality that a leader needs to have is Magnanimity which means giving credit and appraisal where is due. For example if an employee has done well, make that employee fell good. Besides this a leader should lead with humility. A humble leader is not self-effacing but rather tries to elevate everyone. Leaders that lead with humility also understand that their status does not make them a god but will pursue what is called a "follower-centric" leadership role. For example it is perfectly explain by Lao Tzu "A leader is best when people barely know he exists..."
The trade that a good leader needs to have is openness. Which means being able to listen and accept new ideas. This is because openness helps in building mutual respect and trust between people as well as it supplies them with new ideas that can further enhance them. In conjunction with that a leader needs to be very creative so that he/she has the ability to think differently, to think outside of the box that constrains solutions. Creativity gives leaders the ability to see things that others have not seen and thus lead followers in new directions. Along with that a leader needs to be fair and self-confident. A leader must check all the facts and hear everyone out before passing a judgment, decision or a remark.
This is because when people feel they that are being treated fairly; they will reward the leader with loyalty and dedication. A leader should be assertive to get the desired results wanted, to avoid any misunderstanding and gross mistakes. Along with assertiveness comes the responsibility to clearly understand what people expect from them as a leader.
Last but not least, an important quality that a leader should have and inherit is a good sense of humour. Having a sense of humour is very vital because it relieves tension and boredom, as well as to defuse hostility among the followers. As it is rightly said by Mignon McLaughlin "A sense of humour is a major defence against minor troubles." An effective leader will know how to use humour to energise and motivate his/her followers. Humour is a sort of tool that provides some control over the work environment. Over and above humour fosters a very good camaraderie among the leader and the follower.
Yes there are some traits that make an individual unfit to become a leader. This is one reason why there is no perfect leader in this world because of their traits. But as John Kotter quoted which quotes that "It's not who or what leaders are; it is what they do that counts". So it basically means that it is what you do that counts the most as a leader. Always remember that bad traits can always be changed and replace by focusing more on the positive traits and using those positive traits to help work on those negative traits.
Besides of having all those traits as above, there are specific skills sets that someone must master if they want to be a leader which is easily trainable and adoptable. The first skill set that every leader needs to have is effective communication this is more than just being able to speak and write. The leader's communication must move people to work toward the chosen goal of the leader. Secondly a leader must be a motivator. A leader must be able to motivate everyone to contribute to the success as well as the vision.
Lastly all leader needs to have is effective planning. This is because Good plans shape good decisions. That's why good planning helps to make intangible dreams come true.
Base on the assignment as well as looking at the qualities that an ideal leader should posses. Yes definitely and certainly anyone in this world can be a leader. Moreover intrinsic traits such as intelligence, good looks, height and so on need not necessarily make someone to become a leader. Anyone can cultivate the proper leadership traits of course with the correct attitude and right training given. As well as anyone who has the willingness and drive to achieve that goal. The bottom here is leaders dream dreams and anyone can be leader when it matters most to them. As it is rightly said by Sam Walton "Outstanding leaders go out of the way to boost the self-esteem of their personnel. If people believe in themselves, it's amazing what they can accomplish."
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