Marketing And Management For Job Pike Competency

Describe about the Marketing and Management for Job Pike Competency.

Competency is an ability or skill that every individual required to perform a job particularly. According to Pike (2013), competency is the set of behaviours that provide a structured guide, which helps to evaluate, identify and developing individual employees behaviour. Therefore, the competency framework should judge the performance of any employee that makes enable the organisational heads to understand the capabilities of an employee. Additionally, it is said by some other critics that competency is the combination of cognitive skills, theoretical and practical knowledge, behaviour and values that helps to understand the ability of an individual for a particular job (Gummesson 2014).

In this study, the competency framework will be developed for the selected organisation, which is trying to develop their major career streams. As a HR consultant, the company should have to develop their internal framework to improve their competency of entry level and the development plan has presented for developing them. Here the company has been selected from the hospitality management industry and the competency plan of the company has been evaluated with enabling the important requirements. The applications of various techniques and procedures will also be evaluated here to develop the revised competency framework for the company.

In this study, the Malta Hotels and Restaurants Association has been selected for analysing the competency framework to develop the entry-level selection. The selected organisation belongs to the hospitality industry that is situated in the city of Malta and working from the 1958. The main operations of the company are regarding the hospitality managements that includes the hotels or restaurants and to counsel them. According to Morgan (2012), the company is working in the tourism industry as well as in the hotel industry.

Competency is the basic system to judge the capability or eligibility of a person to a particular job role. According to Morrison (2013), the competency level cannot be judged from a normal exam or interview process, but using various techniques and procedures it can be evaluated. Therefore, in this study, the evaluation procedures of this organisation will be analysed here to develop their recruitment procedure as an HR.

Some people think formal education is a reliable measure. Others believe more in on-the-job training, and years of experience. Still others might argue that personal characteristics hold the key to effective work behavior. All of these are important, but none seems sufficient to describe an ideal set of behaviors and traits needed for any particular role (Kavoura and Stavrianea 2014). In order to do this, many companies use ‘competencies.' These are the integrated knowledge, skills, judgment, and attributes that people need to perform a job effectively. By having a defined set of competencies for each role in the business, it shows workers the kind of behaviors the organization values, which it requires to help achieve its objectives. Not only can the organization’s team members work more effectively and achieve their potential, but also there are many business benefits to be had from linking personal performance with corporate goals and values.

Various Techniques and Procedures to Define the Competency Levels for Job Roles and Responsibilities

Defining which competencies are necessary for success in the organization can help the HR do the following:

• Ensure that the people of the organization demonstrate sufficient expertise.
• Recruit and select new staff more effectively.
• Evaluate performance more effectively.
• Identify skill and competency gaps more efficiently.
• Provide more customized training and professional development.
• Plan sufficiently for succession
• Make change management processes work more efficiently.

The organization, which has been selected here to analyze the competency level, is a hospitality management sector. Therefore, the competency level of this organization has to be appropriate for the employees. In order to serve this, the organization has set some criteria based on which they will decide the competency level of the candidates to be selected in any post. In this study, the focus is on the selection of the entry-level staffs whose competency level has to be evaluated by the HR for an appropriate selection of employee.

In this hotel and restaurant organization, the competency level cannot be measured by an examination or by any academic degree. Therefore, the candidates should be examined through some competency measuring elements that will help the HR to understand who is compatible for the post and who is not. As the hotel and restaurant industry is directly dependant on the customers therefore, the main element for this purpose should be communication. Communication is one of the most important skills that are needed in this profession for developing the business. As the industry is involved with the direct relationship with the clients therefore, they have to possess a good communication skill to interact with the clients in the hotel and restaurant (Arrfelt et al. 2015). Therefore, as an HR it has to examine the communication skill of the candidates to analyze their competency level. In this organization, another element for checking the competency level is management skill. It is the skill that is required to manage the problematic situations in the hotel or restaurant with the clients. As the organization is always concerned with its customers, therefore they always wanted to make a good relationship with them without any misconduct. Therefore, if there is any sudden problem arises, then the employees have to handle the situation and have to make it in the organization’s favor. HR of this company should analyze this capability in their candidates before selecting them as their employee. Additionally, one of the most important elements of this competency level testing is cultural background. The hotel and restaurant is one of the places where customers come from various cultural backgrounds. Therefore, the choices of the customers in this context are different from each other and the employees have to handle this cultural diversity in their customers (Leyking and Angeli 2015). This is very essential to understand the competency of a candidate whether he or she is able to handle the cultural diversity in the hotel or not. Therefore, the HR of the organisation should analyze these elements to understand the competency level of the candidates.

Elements of Competency

Now, the competency level of a candidate have to judge by the HR to select the candidate as their employee. Therefore, there are two techniques to analyze the competency level of the candidates (Sinfield et al. 2012). The 1 to 10 scale to understand the capabilities of each candidate for the job role measures one process. On the other hand, the other procedure to judge the candidate’s competency is direct question answer test. The first process is easier and time efficient. In this procedure, the candidates have to give an interview or test based on which the HR can decide the efficient candidate for the role. In the second process, the candidates have to answer some questions regarding the job role in the organisation. This process is quiet time consuming for the HR of any organisation. The HR of the company to determine the efficient candidate for the job role analyzes the answers given by the candidates. These techniques enable the HR of a company to define the competency level of a candidate for a particular job role.

Elements of Competency	Techniques
	Process 1 (1 to 10 scale)	Process 2 (Question-answer test)
Good Communication	Communication skill of a candidate can be examined by the interview or direct interaction process in which the HR or the interviewer will judge the skill of ‘communication’ of the candidate by marking them in the 1 to 10 scale. If a candidate scored 6 in the test and another candidate score 7 or more than the first candidate, then the second candidate or the highest score holder will be more efficient for the job role.	This is the process in which, the candidates have to give answers of some questions. These questions are almost regarding the communicating processes for the job role they have applied. It will enable the HR of the company to analyze the skills and abilities of the candidate about the job role.
Management Skill	This skill can be tested through raising a practical situation like that. In this case, the candidates have to enter a problematic situation to express their management capability to solve the problem instantly. This will help the HR of the organisation to give score in 1 to 10 scales. Therefore, the selection will be easier.	This skill can also be judged by setting some questions on the management qualities that are needed to understand the management policies of the candidate.
Cultural Background	The interview process can also judge this skill. The candidates can be tested through a group discussion in which the HR will give score to the candidate to decide the efficiency of them.	This also can be judged based on some questions regarding the culture of the customers. It will help the HR to understand the abilities of the candidate to handle the cultural diversity.

Therefore, the HR of any organisation can examine the competency level of the candidates through these processes.

In this study, the development plan for the new entry level of the organisation has to present as the HR of the company. Therefore, the first step of the development plan will be structured through setting the competency framework. The competency framework for the Malta Hotels and Restaurants Association will be developed by the HR of this company to define the competency level of the posts for the company. The development plan is settled for this hotel for the posts of receptionist, room service and waiter. In order to develop this plan, the organisation has to develop the competency framework for the posts to test the skills and ability of the candidates.

A competency framework defines the knowledge, skills, and attributes needed for people within an organization (Lambert et al. 2014). Each individual role will have its own set of competencies needed to perform the job effectively. To develop this framework, the HR needs to have an in-depth understanding of the roles within the business. In order to do this, the HR can take a few different approaches:

Use a pre-set list of common, standard competencies, and then customize it to the specific needs of the organization. If the previous structure of the competency is relevant in this context, the HR of this company can use those procedures to examine the competency level of the candidates for the entry-level employees.

Techniques

Use outside consultants to develop the framework for the HR. Sometimes, the HR realize that the existing policies are not working in this case, then the HR can hire others from the outside of the organisation to suggest the development plan for checking the competency.

Create a general organizational framework, and use it as the basis for other frameworks as needed. Therefore, the organization’s HR should develop the plan according to the need of the job role.

In this context, the hotel and restaurant should develop the competency framework for the new posts of receptionist, room service and waiter. These are the basic job roles of a hotel industry and in this organization Malta Hotels and Restaurants Association. There are three principles of developing the competency framework, which are required to design the framework for the company. The principles are following –

The HR of any organisation should not take the decision regarding developing the competency plan for the new recruitments as they have not the knowledge of every sector in an organisation. Therefore, they have to develop the competency framework for the new entry of the employees. It is possible with the co-operation of the departmental people who are more efficient about the post and the job role. In this case, the HR is supposed to develop the competency plan for the post of a receptionist and waiter. Therefore, if the HR of the company creates the competency of the job role only, then the measurement procedure should not be correct always. It will not be the accurate framework for judging the candidates as the job roles is not performed by them. Therefore, the competency level should be set by the proper suggestions from the employees of the company. Therefore, the competency level will be perfect for the post. It is like that the understanding of the job role fully to develop the proper competency framework. Therefore, the participation of the people who are playing the role in reality is required to contribute their ideas with the HR to develop a proper competency plan for the post.

Proper Communication

The people who will apply for the post required to communicate with the development program to avoid the nervousness of the candidates. Generally, the candidates are very nervous seeing the process of the competency checking. Therefore, the candidates should be aware of the procedure from the very first to be accustomed with it and it will help them to increase the success rate of the organization.

Using relevant competencies

The relevancy of the competency level has to be matched with the post for the company. As the company is a hotel industry therefore, the competencies for the posts of receptionist and waiter should match the requirement of the job role. If there is any irrelevant framework for the job role, then the candidates will not be accustomed with the procedures. Therefore, the HR should implement the competency framework in the relevant way. For instance, in this company if the HR demands the skill of offering accommodation to the clients from the “room service” post while it is completely the competency of the receptionist. Therefore, the measure of competency will be irrelevant in this context. In order to solve this problem, the HR should have to implement the proper competency level for the appropriate job role; otherwise, the framework will be inappropriate for the post.

The framework should be developed for the posts of the waiter and receptionist that the HR should develop for the organisation, the development steps will be grown in this process –

In the first step, the HR of Malta Hotels and Restaurants Association should prepare them for the purpose to develop the competency framework. This framework should be developed through the process of analysing the purpose for the job and role-played the employee who will be applying for the post in this context. Therefore, in this case, the purpose of developing the competency framework will increase the human resources of the company that will increase the all over business profits indirectly (Wang 2013). In order to avail this, the company has to provide a competency framework team who will develop the framework for this post in the hotel.

In the second step, the collection of the information about developing the competency level is a very important part in the process. The collection of information about the job role is required that can develop the framework properly (Lyu et al. 2016). Therefore, when the HR of this company will develop the framework for the posts of the receptionist and waiter, the HR should have knowledge about the job role of the post and therefore, the relevant competency framework will be developed. The information will help the HR to develop the questionnaire for the interview process after knowing the in-depth characteristics of the job.

In the third step, the competency framework should be developed in the company to examine the proper characteristics of the candidates that is efficient in the position. This is the main criteria that the HR should have implement for the purpose.

The competency framework can be developed in the process to create the competency framework in this company. In this context the competency for the highest job role of the company, have to analyse through measuring the efficiency levels of the candidates.

The first step of the competency framework is to set the job description for the job role in the company. The job description will be the first step where the competency level of the candidates will be enclosed as the criteria of eligibility for the post. Job description for the post of receptionist will be here to check the competency level of the candidates that is self-checked by the candidates themselves first (Bharwani and Jauhari 2013). There are many purposes of providing a job description in the first step of analysing the competency level of a candidate. The post of the head in this company is the role of a Manager. The role of a manager should be implemented in proper way to analyse the

Competency Level	Description	Techniques
Communication	The communication is very essential skill for becoming a good manager of the company. The manger should have the ability to behave with the customers in a proper way that the customers feel good in the environment with care and importance.	The communication level of the candidate can be judged by applying an interview process in which the candidate has to interact with the interviewer. This will make easy the process of checking the ability of communication of the candidate.
Negotiation	Another skill is required for the post of Manager of the hotel is negotiation ability. If a candidate possesses a good negotiation skill, then the person can resolve the problems and issues within the hotel and restaurant.	This process cannot be analysed within a person without analysing it practically. Therefore, the HR of the company has decided to test the negotiation ability of the candidate through a practical test or group discussion.
Leadership	The ability to lead a team is the most important competency level for the manager. Therefore, being a manger the leadership process should be important competency that is to be examined in the time of selection of a candidate.	As this is the most important skill or ability of a Manager, therefore, this skill has to be checked or examined by the HR of the organisation. This skill test can be done through answering a questionnaire based on the topic and then the answers should be scored in a 1 to 10 scale. Then the scores will measure the efficiency level of the candidates for the post.
Decision making	The decision making process is the essential part of management authority that the company should analyse before selecting a manager (Gannon et al. 2015). Therefore, the competency of decision-making is required very much for getting the eligibility of the post.	The skill of decision making can be tested through a group discussion procedure. The process will judge the ability of the candidate about taking any decision for the company.
Market analysis	Market analysis is the process of researching about the present market to analysis the recent trends and expectations of the customers. As a Manager of the hotel industry, the person have to possess the ability of analyse the market first to increase the profitability of the business.	The market analysis skill can be tested by asking a few questions about the market trend and situation of the global business in the hotel industry in an interview process.

Competency is sometimes thought of as being shown in action in a situation and context that might be different the next time a person has to act. In emergencies, competent people may react to a situation following behaviours they have previously found to succeed (Wang and Tsai 2014). Regardless of training, competency would grow through experience and the extent of an individual to learn and adapt.

Competencies are also what people need to be successful in their jobs. Job competencies are not the same as job task. Competencies include all the related knowledge, skills, abilities, and attributes that form a person’s job. This set of context-specific qualities is correlated with superior job performance and can be used as a standard against which to measure job performance as well as to develop, recruit, and hire employees (Zhang et al. 2014). Competencies and competency models may be applicable to all employees in an organization or they may be position specific. Identifying employee competencies can contribute to improved organizational performance. They are most effective if they meet several critical standards, including linkage to, and leverage within an organization’s human resource system. Core competencies differentiate an organization from its competition and create a company’s competitive advantage in the marketplace.

The competence hierarchy can help the implementer to apply the proper competence for this organisation (Sisson et al. 2013). Every organisation required a particular competence among the employees. Therefore, the hierarchy helps to improve the unconscious and conscious incompetence to conscious and unconscious competence. In an organisation, the HRs has the opportunity to understand the flaws of their competency framework for measuring the proper skills of the candidates. In this hotel the HR has faced the challenges like,

Improper implement of previous competency framework

Regular changes in the market has impelled the organisation for modifying the competency plan

Therefore, the hierarchy helps the organisation to determine the goal for setting the competency framework while the competency models help to implement those models in the organisation.

Conclusion

While concluding the study, it can be said that the competency level is one of the system or procedure to make an analysis of the skills and abilities of an individual, which helps to take the decisions for the HR department of any organisation whether the person is compatible for the job role or not. In this study, the Malta Hotels and Restaurants Association has been selected to analyse the competency levels for an entry level post. As the organisation belongs to the hotel and restaurant industry, therefore the competency framework has been developed for the posts of receptionist, room service and waiter. In the next part of the study has described the procedures and techniques that are required to implement in the process of examining the competency level of the candidates. Therefore, the competency framework for the posts of the organisation has been developed here with detail discussion of the judgement procedures. Along with this, the competency framework for the post of the head or Manager has also been developed in the last part. Additionally, the required theory and model has been explained to understand the issues faced by various organisations.

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