Lodging Management Program I A
Organization and Structure Objectives
1203.1.1 Identify types of lodging properties.
1203.1.2 Define and discuss each type of lodging property.
1203.1.3 Group lodging properties based on their purpose, location and guests served.
1203.1.4 Identify the classes of lodging properties.
1203.1.5 Identify the differences in levels of service provided by each class of lodging property.
1203.1.6 Explain lodging property ownership and affiliation differences.
1203.1.7 Create an organization chart for a lodging property.
1203.1.8 Classify functional areas of a lodging property by revenue or support centers.
1203.1.9 Diagram the functional areas of the front-of-the-house and the back-of-the-house at a lodging property.
1203.1.10 Create a chart that lists hotel divisions and departments.
1203.1.11 Explain the functions of each division and department at a lodging property.
Guest Service Objectives
1203.2.1 Identify the elements of good guest service.
1203.2.2 Distinguish between marketing tangible products and intangible products to guests.
1203.2.3 Describe the involvement of customers in service.
1203.2.4 Describe the concerns of maintaining quality control in relation to guest services.
1203.2.5 Distinguish between controlling inventory and controlling guest demand.
1203.2.6 Analyze time distribution channels in service.
1203.2.7 Explain the role of strategic planning in guest service.
1203.2.8 Create a flow chart showing the steps needed in a strategic plan for guest services.
1203.2.9 Define moments of truth in guest services.
1203.2.10 Set guest services standards for a lodging property.
Careers in Lodging Management Program Objectives
1203.3.1 Chart entry, skilled and managerial level positions in the lodging industry.
1203.3.2 List the career opportunities available for the lodging and food service industry.
1203.3.3 List and discuss career opportunities available with clubs, airlines, cruise lines and travel agencies.
1203.3.4 Create a career ladder for the lodging industry.
1203.3.5 Complete an application and write a letter of application.
1203.3.6 Write a resume.
1203.3.7 Participate in the interview process through mock interviews.
1203.3.8 Compile a career portfolio.
Front Office Responsibilities Objectives
1203.4.1 Outline the stages in the guest cycle.
1203.4.2 Categorize the events that occur during the guest’s pre-approval, arrival, occupancy and departure stages.
1203.4.3 Examine the importance of protecting a guest’s right to privacy.
1203.4.4 Use a logbook to record front office activities.
1203.4.5 Explain the importance of good communication skills in front office positions.
1203.4.6 Create an information directory.
1203.4.7 Create a split folio and master folio.
1203.4.8 List types of equipment and supplies loaned to guests and identify property policies for those items.
1203.4.9 Demonstrate proper handling of guest mail and packages.
1203.4.10 Identify special needs guests and explain roles and responsibilities of the staff.
1203.4.11 Categorize the types of guest complaints and create a priority list.
1203.4.12 Identify and create policies on how to handle guest complaints.
1203.4.13 Develop a follow-up checklist for guest complaints.
1203.4.14 Evaluate the role of the front office employees in security.
1203.4.15 Define and explain types of keys used and key control measures taken to protect guests.
1203.4.16 Outline locking systems and their role in protecting guests.
1203.4.17 Create a plan for front desk surveillance, access control, protecting hotel funds and limiting liability of safe deposit bo
1203.4.18 Describe lost and found procedures and timelines.
1203.4.19 Develop emergency response procedures and assign staff responsibilities.
1203.5.1 Explain direct-dial calling, operated assisted calls and premium price calls of the guest.
1203.5.2 Outline the functions of a PBX system.
1203.5.3 Demonstrate how a HOBIC works.
1203.5.4 Define a call accounting system.
1203.5.5 List types of phones and map their locations at a lodging property.
1203.5.6 Take and deliver faxes and messages to the guest.
1203.5.7 Demonstrate wake up call procedures and voice mail instructions.
1203.5.8 Demonstrate email and TDD technology offered to the guest.
Guest Reservation Objectives
1203.6.1 Define various types of reservations.
1203.6.2 List the factors of a binding agreement between the lodging property and a potential guest.
1203.6.3 Describe a global distribution system.
1203.6.4 Define an intersell agency.
1203.6.5 List the ways properties directly receive reservations.
1203.6.6 Make a reservation through the internet.
1203.6.7 Contrast affiliate and non-affiliate reservations office.
1203.6.8 Outline the functions of a central reservation networks.
1203.6.9 Access and perform tasks necessary for operating a reservation computer system.
1203.6.10 Identify information needed for forecasting occupancy rates.
1203.6.11 Calculate percentages of no-shows, walk-ins, overstays and understays.
1203.6.12 Create a three-day and ten-day forecast.
Guest Registration Cycle Objectives
1203.7.1 Identify the functions and purposes of pre-registration.
1203.7.2 Demonstrate the use of guest registration cards.
1203.7.3 Describe and chart the flow of registration information throughout the lodging property.
1203.7.4 Determine when a room is available for sale and how to communicate room status reports.
1203.7.5 List and interpret rate schedules and special room rates.
1203.7.6 Demonstrate upselling techniques.
1203.7.7 Describe procedures used when turning guests away and referring guest to another property.
1203.7.8 Outline complete registration procedures.
1203.7.9 Discuss various forms of payment accepted.
1203.7.10 Explain property policies on issuing room keys.
1203.7.11 Instruct guest about promotional or special incentive programs available to them.
1203.7.12 Identify features of the guest accounting module of the computer system.
1203.7.13 Create individual, master, non-guest, employee, control, semi-permanent and permanent folios.
1203.7.14 Discuss various types of entries that can be made to guest accounts.
WVEIS Code 1203
se at a lodging property.
nd travel agencies.
ancy and departure stages.
cies for those items.
s and limiting liability of safe deposit boxes.
LOGAN HIGH SCHOOL LODGING MANAGEMENT PROGRAM IA LESSON PLAN
21ST CENTURY SKILLS
MODIFICATIONS FOR SPECIAL NEEDS STUDENTS
CHECK ALL THAT APPLY
RETEACHING MULTICULTURAL GOALS
WRITING ACROSS THE CURRICULUM
ADAMS, BRENDA 9 Basic Operations and Concepts
ADAMS, MACEL 10 TEC.9-12.1.1 data input skills
ATKINSON, TERESA 11 TEC.9-12.1.2 hardware; software; connections
BAISDEN, LAURA 12 Social, Ethical, & Human Issues
BELL, CYNTHIA TEC.9-12.2.1 ethical use of technology
BENNETT, KELLY TEC.9-12.2.2 Fair Use & Multimedia Copyright
BLAIR, ESTHER Technology Productivity Tools
BURGESS, GLORIA TEC.9-12.3.1 advanced application skills
BUTCHER, SANDRA TEC.9-12.3.2 technology tools
CARROLL, JOE TEC.9-12.3.3 databases
CECIL, NICHOLE Technology Communication Tools
CUNNINGHAM, TIM TEC.9-12.4.1 telecommunications & online resources
ELKINS, TERRY Technology Research Tools
ELLIS, JAY ANNA TEC.9-12.5.1 electronic resources
ELLIS, WHITNEY TEC.9-12.5.2 online research
EVANS, EDWINA Technology Problem-solving & Decision-making Tools
GODBY, JOHN √
MAZON, JIMMIE SUE
e; connections WRITING ACROSS THE CURRICULUM
Multicultural Goal 1-To develop a comprehensive curriculum that is inclusive, reflects ethnic diversity, and promotes contributions
s & online resources Multicultural Goal 2 - Provide an environment that aids in the development of a positive self-image for all students.
Multicultural Goal 4- To encourage community involvement in creating a culturally inclusive school environment.
Multicultural Goal 4 - Provide ongoing cultural diversity training that creates an awareness and appreciation of other cultures and
s ethnic diversity, and promotes contributions by all cultures.
tive self-image for all students.
nclusive school environment.
eness and appreciation of other cultures and ethnic groups.