Appendix A: Skills Assessment

APPENDIX A: SKILLS ASSESSMENT

It is said that you cannot get to where you are going unless you know where you have been. This is indeed very true of learning whether it be in the classroom or on your field-placement.

We believe that by engaging in the self-assessment that follows, you will have gained some valuable insight relative to your skill sets. This awareness of your strengths & weaknesses, as well as your areas of confidence and of trepidation can be of significant importance when you decide what you are suited for and when you consider areas of focus in future development. By knowing where you stand professionally, and managerially, you will have the basis for development of learning objectives during your co-op work-term.

Please complete Table A.1 Initial Skills Assessment, on the next page.

Remember that this will serve as a foundation for your learning objectives so please take the time to pay special consideration to this task.

Further, please note that at the end of your co-op placement, you will be asked to submit Table A.2 Post Co-op Skills Assessment to monitor the progress that you made while in the workforce.

Please ensure that all work is submitted to the Externship Office, attn. Daniel Vasquez or Doreen Pashkoff .

For academic support or for related questions please contact your Academic Coordinator

GBC Main Contact # 416- 415-5000

Daniel Vasquez (ext. 2791)

Doreen Pashkoff (ext. 6646)

The Externship & Coop Office is located in Room 136 on the 1st Floor at 300 Adelaide St. East

Table A-1: Initial Skills Assessment

Note: On the next page you will find a blank table for you to enter additional skills or a set of alternate professional skills if you have a position other than front desk/guest service agent or server/bartender.

PROFESSIONAL SKILLS
(Front Desk/Reservations) / RATING
1 2 3 4 5 / JUSTIFICATION/SUPPORT
Check in a guest / 1 2 3 4 5
Check out a guest / 1 2 3 4 5
Check in a group / tour / 1 2 3 4 5
Up sell a guest to superior room type / 1 2 3 4 5
Modify a reservation for a guest / 1 2 3 4 5
Create a reservation for a guest / 1 2 3 4 5
Transfer a telephone call / 1 2 3 4 5
Deal with an oversold situation / 1 2 3 4 5
Balance your cash / till / 1 2 3 4 5
Modify room status in the PMS / 1 2 3 4 5
Post miscellaneous charges to a guest folio / 1 2 3 4 5
Charge no-shows / 1 2 3 4 5
Communicate effectively with security department / 1 2 3 4 5
(Server/Bartender)
Greet guest / 1 2 3 4 5
Describe menu items / 1 2 3 4 5
Make recommendations/Take Orders / 1 2 3 4 5
Up sell / 1 2 3 4 5
Enter orders into POS / 1 2 3 4 5
Prepare table for menu items ordered / 1 2 3 4 5
Serve following protocol / 1 2 3 4 5
Clear tables efficiently / 1 2 3 4 5
Print bill / 1 2 3 4 5
Settle bill / 1 2 3 4 5
Cash out / 1 2 3 4 5

Table A-1: Initial Skills Assessment (continued)

PROFESSIONAL SKILLS
(fill these in according to your position) / RATING
1 2 3 4 5 / JUSTIFICATION/SUPPORT
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5

Table A-1: Initial Skills Assessment (continued)

SUPERVISORY SKILLS / RATING / JUSTIFICATION/SUPPORT
Employee interviewing / 1 2 3 4 5
Employee training / 1 2 3 4 5
Employee disciplining / 1 2 3 4 5
Employee performance appraisal
Employee termination / 1 2 3 4 5
Forecasting business / 1 2 3 4 5
Scheduling / 1 2 3 4 5
Employee Conflict resolution / 1 2 3 4 5
Union-related issues / 1 2 3 4 5
Dealing with guest dissatisfaction / 1 2 3 4 5
Conduct at management meetings / 1 2 3 4 5
Participation in health & safety committees / 1 2 3 4 5
Becoming a mentor / 1 2 3 4 5
MANAGERIAL SKILLS / RATING / JUSTIFICATION/SUPPORT
Planning (overall score) / 1 2 3 4 5
Goal & Objective setting / 1 2 3 4 5
Budgeting / 1 2 3 4 5
Benchmarking / 1 2 3 4 5
Policy-setting / 1 2 3 4 5
Procedural creation / 1 2 3 4 5
Project management / 1 2 3 4 5
SWOT analysis / 1 2 3 4 5
Forming strategic alliances / 1 2 3 4 5
Management by Objectives (MBO) / 1 2 3 4 5
Product/service development / 1 2 3 4 5
Total Quality Management / 1 2 3 4 5
Managing change / 1 2 3 4 5

Table A-1: Initial Skills Assessment (continued)

MANAGERIAL SKILLS / RATING / JUSTIFICATION/SUPPORT
Organizing (overall score) / 1 2 3 4 5
Selecting an appropriate organizational structure / 1 2 3 4 5
Creating job descriptions & specifications / 1 2 3 4 5
Forming teams/workgroups / 1 2 3 4 5
Assigning responsibility / 1 2 3 4 5
Establishing chain of command & reporting structure / 1 2 3 4 5
Scheduling / 1 2 3 4 5
Empowerment / 1 2 3 4 5
Job enrichment / 1 2 3 4 5
Job enlargement / 1 2 3 4 5
Job rotation / 1 2 3 4 5
Coordinating / 1 2 3 4 5
MANAGERIAL SKILLS / RATING / JUSTIFICATION/SUPPORT
Communicating
(overall score) / 1 2 3 4 5
Active listening / 1 2 3 4 5
Awareness of body language / 1 2 3 4 5
Communicating with peers / 1 2 3 4 5
Communicating disagreement with superiors / 1 2 3 4 5
Communicating direction to subordinates / 1 2 3 4 5
Communicating bad-news / 1 2 3 4 5
Communicating to up sell / 1 2 3 4 5
Communicating to propose a new idea / 1 2 3 4 5
Communicating with disgruntled guests/employees / 1 2 3 4 5
Ability to write a memo / 1 2 3 4 5

Table A-1: Initial Skills Assessment (continued)

MANAGERIAL SKILLS / RATING / JUSTIFICATION/SUPPORT
Motivating (overall score) / 1 2 3 4 5
Establishing charisma / 1 2 3 4 5
Ability to motivate a low-skilled, poorly paid team / 1 2 3 4 5
Knowing the appropriate level of supervision to provide / 1 2 3 4 5
Ability to use goals & goal setting process to motivate / 1 2 3 4 5
Ability to use rewards to motivate / 1 2 3 4 5
Ability to use consequences to motivate / 1 2 3 4 5
Ability to create an equitable environment / 1 2 3 4 5
Ability to differentiate between motivators & dissatisfiers / 1 2 3 4 5
Ability to motivate a diverse workforce / 1 2 3 4 5
MANAGERIAL SKILLS / RATING / JUSTIFICATION/SUPPORT
Decision-Making
(overall score) / 1 2 3 4 5
Ability to truly see the root of problems/issues / 1 2 3 4 5
Ability to know when sufficient information has been gathered prior to decision-making / 1 2 3 4 5
Ability to select one alternative from a pool of suggestions / 1 2 3 4 5
Ability to implement or to carry-out a decision, even an unpopular one / 1 2 3 4 5
Ability to gauge the effectiveness of a decision / 1 2 3 4 5
Ability to recover from a poor decision made / 1 2 3 4 5
Ability to make a decision based on scarce information / 1 2 3 4 5

Table A-1: Initial Skills Assessment (continued)

MANAGERIAL SKILLS / RATING / JUSTIFICATION/SUPPORT
Control (overall score) / 1 2 3 4 5
Ability to measure guest satisfaction / 1 2 3 4 5
Ability to measure employee satisfaction / 1 2 3 4 5
Ability to measure employee performance / 1 2 3 4 5
Ability to measure labour costs / 1 2 3 4 5
Ability to measure departmental performance / 1 2 3 4 5
Ability to read and understand departmental reports / 1 2 3 4 5
Ability to take corrective measures / 1 2 3 4 5
Ability to manage while walking around (MBWA) / 1 2 3 4 5
Ability to deal with employee-theft / 1 2 3 4 5
Ability to create an effective control system / 1 2 3 4 5
Ability to avoid double-standards / 1 2 3 4 5
Ability to implement technology in quest for control / 1 2 3 4 5
Other
Time-management / 1 2 3 4 5
Being a role-model / 1 2 3 4 5
Managing pressure / 1 2 3 4 5
Keeping current with the industry / 1 2 3 4 5
Maintaining a balanced lifestyle / 1 2 3 4 5
Social skills / 1 2 3 4 5
Dependability / 1 2 3 4 5
Initiative / 1 2 3 4 5
Enthusiasm / 1 2 3 4 5
Ability to accept constructive criticism / 1 2 3 4 5
Ability to maintain high ethical standards / 1 2 3 4 5
Commitment to the industry / 1 2 3 4 5

Table A-2: Post Co-op Skills Assessment

PROFESSIONAL SKILLS
(Front Desk/Reservations) / RATING
1 2 3 4 5 / JUSTIFICATION/SUPPORT
Check in a guest / 1 2 3 4 5
Check out a guest / 1 2 3 4 5
Check in a group / tour / 1 2 3 4 5
Up sell a guest to superior room type / 1 2 3 4 5
Modify a reservation for a guest / 1 2 3 4 5
Create a reservation for a guest / 1 2 3 4 5
Transfer a telephone call / 1 2 3 4 5
Deal with an oversold situation / 1 2 3 4 5
Balance your cash / till / 1 2 3 4 5
Modify room status in the PMS / 1 2 3 4 5
Post miscellaneous charges to a guest folio / 1 2 3 4 5
Charge no-shows / 1 2 3 4 5
Communicate effectively with security department / 1 2 3 4 5
(Server/Bartender)
Greet guest / 1 2 3 4 5
Describe menu items / 1 2 3 4 5
Make recommendations/Take Orders / 1 2 3 4 5
Up sell / 1 2 3 4 5
Enter orders into POS / 1 2 3 4 5
Prepare table for menu items ordered / 1 2 3 4 5
Serve following protocol / 1 2 3 4 5
Clear tables efficiently / 1 2 3 4 5
Print bill / 1 2 3 4 5
Settle bill / 1 2 3 4 5
Cash out / 1 2 3 4 5

Table A-2: Post Co-op Skills Assessment (continued)

PROFESSIONAL SKILLS
(fill these in according to your position) / RATING
1 2 3 4 5 / JUSTIFICATION/SUPPORT
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5

Table A-2: Post Co-op Skills Assessment (continued)

SUPERVISORY SKILLS / RATING / JUSTIFICATION/SUPPORT
Employee interviewing / 1 2 3 4 5
Employee training / 1 2 3 4 5
Employee disciplining / 1 2 3 4 5
Employee performance appraisal
Employee termination / 1 2 3 4 5
Forecasting business / 1 2 3 4 5
Scheduling / 1 2 3 4 5
Employee Conflict resolution / 1 2 3 4 5
Union-related issues / 1 2 3 4 5
Dealing with guest dissatisfaction / 1 2 3 4 5
Conduct at management meetings / 1 2 3 4 5
Participation in health & safety committees / 1 2 3 4 5
Becoming a mentor / 1 2 3 4 5
MANAGERIAL SKILLS / RATING / JUSTIFICATION/SUPPORT
Planning (overall score) / 1 2 3 4 5
Goal & Objective setting / 1 2 3 4 5
Budgeting / 1 2 3 4 5
Benchmarking / 1 2 3 4 5
Policy-setting / 1 2 3 4 5
Procedural creation / 1 2 3 4 5
Project management / 1 2 3 4 5
SWOT analysis / 1 2 3 4 5
Forming strategic alliances / 1 2 3 4 5
Management by Objectives (MBO) / 1 2 3 4 5
Product/service development / 1 2 3 4 5
Total Quality Management / 1 2 3 4 5
Managing change / 1 2 3 4 5

Table A-2: Post Co-op Skills Assessment (continued)