Hotel Operations Standards (Hospitality Program of Study)
Standard Concepts Benchmarks
PLH 1.0 Hotel and PLH 1.1 Compare and contrast the characteristics of a variety of hotel and lodging models and their
Analyze the hotel and lodging Model interrelationship to determine their influence on the visitor industry.
lodging model and the Types Compare and contrast types of hotel and lodging models to determine their role and function in the
interdepartmental visitor industry. Types of hotel and lodging models include:
relationships to Commercial hotels
determine its impact on Resort hotels
the effectiveness and Extended-stay hotels
success of the hotel and Hotel-condominiums
lodging property in the Timeshares
visitor industry. Bed and breakfast hotels
Vacation rentals
Cruise ships
Rating Evaluate the hotel and lodging rating system and the purpose of the rating system for its relevance
in the visitor industry.
Describe the purpose of the hotel and lodging rating system.
Compare and contrast a variety of rating systems (i.e. diamond, star) for its significance to the
hotel and lodging property.
Compare and contrast the service levels within the hotel and lodging industry.
--Economy
--Moderate
--Deluxe
--Luxury
Analyze the relationship between the rating system and service levels.
Assess the impact of the rating system and service level on the visitor industry.
Ownership Evaluate the impact of hotel and lodging ownership on the local visitor industry.
Structure Compare and contrast the advantages and disadvantages of independent, franchise and chain
management. Different ownership entities (i.e. management companies, individuals, etc.)
Describe the role and function of hotel management companies.
Compare and contrast similarities and differences in goals, focus and efforts for the owner and
hotel and lodging management properties companies.
Assess how the roles and functions of owners and hotel and lodging management companies
impact the overall viability of the visitor industry.
Operations PLH 1.2 Assess hotel and lodging functions to determine how operational efficiency affects the overall success
of the hotel and lodging property within the visitor industry.
Describe the basic organizational structure, departments, and job classifications within the hotel and
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Hotel Operations Standards (Hospitality Program of Study)
Standard Concepts Benchmarks
lodging industry.
Evaluate organizational structures and the interaction between various groups (administration,
support staff, public relations, etc.) to recognize their differentiated roles and responsibilities.
Assess the various occupations for its placement as front of the house or back of the house within
the hotel and lodging organizational structure.
Describe the major function(s) of the “front of the house” and the “back of the house” in the hotel
and lodging industry.
Differentiate the role of personnel in service delivery (front of the house) and service support (back
of the house) for its impact on guest services.
Analyze how each individual employee’s efforts contribute to the overall success of the property.
Evaluate how the interrelationship between service delivery and service support are essential to
ensure guest satisfaction and the success of the hotel and lodging property.
PLH 1.3 Apply Total Quality Management (TQM) techniques to facilitate the successful operation of hotel
and lodging properties.
Analyze protocol and the processes and procedures in organizational structures to maintain
consistency of service.
Evaluate the continuous improvement processes in a hotel and lodging setting to determine the
impact it has on the operations of the property.
PLH 1.4 Analyze the financial impact of operational components for its effect on the viability of a hotel and
lodging property.
Compare and contrast how hotel and lodging properties manage waste, efficiency, and cost and its
affects on guest services.
Analyze operational efficiency for its financial affect on the sustainability of the hotel and lodging
property.
PLH 2.0 Careers PLH 2.1 Compare and contrast various career options within the hotel and lodging industry for compatibility
Evaluate personal goals with personal goals and values.
and values for Explore potential careers in the hotel and lodging industry which operates 24 hours a day, seven
compatibility with and days a week, every day of the year.
long-term success in hotel Assess personal skills, strengths, abilities, values and goals to determine how it contributes to
and lodging careers. success and advancement in a variety of hotel and lodging careers.
Research transfer and/or advancement opportunities for their benefits and/or limitations to the
individual.
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Hotel Operations Standards (Hospitality Program of Study)
Standard Concepts Benchmarks
PLH 2.2 Assess personal characteristics and values to ascertain their impact on job retention, advancement
and viability of the property.
Evaluate the impact of personal characteristics and values on the overall viability and profitability of
the property.
Demonstrate self-motivation and initiative to contribute to the overall success of the hotel and
lodging property.
Assess the influence personal characteristics, values and self-motivation has on job retention and
advancement.
PLH 2.3 Evaluate past and present decisions to assess its effect on employment opportunities and options.
Explain how past personal history and professionalism (ex. attendance, productivity, courtesy,
professional appearance, attention to quality) impacts the ability to obtain and maintain employment.
Explain how personal behaviors affect a property's image.
Demonstrate professional conduct by adhering to hotel and lodging property expectations for
behavior and attire.
Evaluate the impact of personal and professional decisions on and individual’s ability to obtain,
maintain and advance in the hotel and lodging industry.
PLH 3.0 Guest Services PLH-3.1 Promote “Aloha Spirit” with guests and visitors to ensure the sustainability of the hotel and lodging
Analyze the “Aloha” industry.
spirit for its relationship Aloha Spirit Trace the historical development of the “Aloha Spirit” and its uniqueness in Hawaii’s history,
to service excellence and heritage and culture.
its influence on the hotel Compare and contrast the “Law of Aloha” (as defined in the Hawaii Revised Statutes) with the
and lodging industry. cultural meaning and spirit of “Aloha”.
(Ho’okipa Analyze the importance of Ho’okipa to Hawaii’s hotel and lodging industry.
Hosting – Hawaii Apply strategies that link Hawaiian culture to other cultures to create a welcoming environment for
Brand) guests.
Demonstrate the Aloha Spirit through action to reflect Hawaii’s unique culture.
Historical PLH 3.2 Trace the historical and current events significant to the Hawaiian islands to enhance visitor
Perspective experiences.
Research significant historical milestones and current events for Hawaii and the local community for
use in the delivery of quality guest services.
Storytelling Use storytelling techniques highlighting geographical and/or historic sites to create connections
between visitor and host cultures.
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Hotel Operations Standards (Hospitality Program of Study)
Standard Concepts Benchmarks
PLH 3.3 Assess and apply effective guest service to ensure guest satisfaction and the sustainability of the hotel
and lodging property.
Explain the importance of first impressions and its role in quality guest services.
Describe various “service behaviors” and explain how they contribute to delivering superior guest
service.
Develop a set of guest service standards that would support your hotel and lodging property’s brand
image.
o Monitor and measure guest service results using data and satisfaction surveys.
o Propose improvement strategies based on analysis of results.
Compare and contrast service delivery techniques for employees and guests.
PLH 3.4 Apply problem-solving and service techniques to provide culturally-sensitive service that exceeds
guest expectations.
Use research of world languages, culture, cultural norms, cultural diversity and protocol to provide
quality customer service.
Empathize with guests and visitors to determine appropriate service and solutions for guests.
Apply service excellence concepts to formulate culturally-sensitive, guest-focused solutions to
resolve guest service challenges.
PLH 4.0 Economic Effect PLH 4.1 Evaluate the economic effect of the hotel and lodging industry on the sustainability of local and
Analyze the impact of global communities.
internal and external Analyze the contributions of the hotel and lodging industry to the local/global economy.
factors on the hotel and Evaluate the economic impact of the hotel and lodging industry on the sustainability of the
lodging industry to local/global economy.
ensure the sustainability
of the visitor industry. Interrelation-ship PLH 4.2 Analyze the interrelationship between the hotel and lodging industry, governmental agencies and
Between related business for its impact on the viability of the hotel and lodging industry.
Agencies Analyze the relationship between governmental agencies (i.e., Department of Economic
Development and Tourism (DBEDT), Hawaii Tourism Authority (HTA), Hawaii Visitors &
Conventions Bureau (HVCB), Hawaii Lodging and Tourism Association (HLTA)) and the hotel and
lodging industry to determine the role and functions.
Describe how the collaboration between the hotel and lodging industry and governmental agencies
contribute to the viability of the industry.
Impact of PLH 4.3 Evaluate the influence of technology and its impact on the hotel and lodging industry.
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Hotel Operations Standards (Hospitality Program of Study)
Standard Concepts Benchmarks
Technology Assess the development of technological applications and their effect on the hotel and lodging
industry.
Describe the benefits and limitations of various technologies and how they affect the hotel and
lodging industry.
Investigate how the development of online applications has affected the hotel and lodging industry.
Analyze the effect of social media on the hotel and lodging industry’s approach to marketing,
communication, and operations.
Environ-mental PLH 4.4 Evaluate how sustainability issues provide opportunities and challenges for the hotel and lodging
Sustainability industry.
Propose innovative ways to reduce waste, conserve and recycle.
Assess “green” initiatives for its impact on the hotel and lodging industry.
Analyze the effect of eco-friendly and sustainable efforts have on guests’ perception of a hotel and
lodging property.
Unions PLH 4.5 Evaluate the role of unions and its impact on employment in the hotel and lodging industry.
Compare and contrast unionized and non-unionized hotel and lodging properties for its benefits and
drawbacks.
Evaluate the role of unions and its effect on operations of a hotel and lodging property.
PLH 5.0 Communication PLH-5.1 Analyze, evaluate and practice interpersonal communication skills as they apply to lodging
Use oral, written and Interpersonal properties.
nonverbal Communication Assess how communication techniques are applied in the hotel and lodging industry to effectively
communication to build positive relationships.
effectively and positively Describe how the use of descriptive “I/We” language creates a more positive environment for
interact with internal communicating.
and external customers Demonstrate concern, empathy, respect, courtesy, and tact when addressing internal customers
in the workplace. and guests.
Apply the practice of “Laulima--the language of we”.
Use appropriate language/communication to eliminate possible discrimination, harassment, or other
problems in the workplace.
Compare and contrast the effectiveness of approaches to conflict and their appropriate application
to a variety of hotel and lodging situations.
Explain the role of feedback (recommendations, commendations, constructive criticism, etc.)
within an organization and how it impacts service excellence.
Analyze conflicts in the hotel and lodging industry and utilize appropriate conflict management
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Hotel Operations Standards (Hospitality Program of Study)
Standard Concepts Benchmarks
techniques to resolve disagreements.
Use appropriate questioning strategies that will elicit responses that lead to solutions.
Oral PLH-5.2 Communicate orally to convey and/or receive information that facilitates service delivery in the
Communication hotel and lodging industry.
Using appropriate tone or intonation in the workplace to convey a message to an audience or guest
to avoid miscommunication.
Orally communicate information and ideas in a clear, logical and culturally sensitive manner to
avoid misinterpretations.
Use correct terminology and pronunciation of Hawaiian words in the appropriate context.
Employ listening skills to gather information to enhance understanding, solve problems or enhance
service delivery/support.
Non-Verbal PLH-5.3 Analyze how nonverbal cues impact communication in the hotel and lodging industry.
Communication Use appropriate and culturally-sensitive non-verbal communication techniques to enhance
communication.
Analyze how differences in cultural norms affect messages conveyed through body language.
Identify and model appropriate personal hygiene and grooming.
Select and use appropriate attire for the hotel and lodging industry.
Written PLH 5.4 Compose written documents to facilitate communication between internal customers, external
Communication clients/vendors and guests.
Record and relay information clearly and accurately.
Use appropriate convention, spelling, grammar, and format in hotel and lodging industry
correspondence (i.e. letters, memos and emails) to ensure information and instructions are
conveyed clearly and accurately.
PLH 6.0 Legal/Ethical PHL-6.1 Evaluate potential safety hazards and formulate appropriate responses to prevent accidents and
Integrate legal and injuries in a hotel/lodging property to mitigate risk and limit liability.
ethical principles in daily Safety and Validate the importance of maintaining a safe work environment.
operations to make Liability Evaluate a work environment for safety hazards and risk factors to mitigate potential liabilities (i.e.
informed decisions that slips, burns, cuts, food poisoning, smoke inhalation, etc.) and/or consequences.
reduce risk and limit
liability. PLH 6.2 Analyze the impact of illegal and/or unethical behavior on the reputation of the hotel and lodging
property and the overall visitor industry
Confidentiality/ Evaluate behavior(s) of individuals for their influence on policies and procedures related to the
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Hotel Operations Standards (Hospitality Program of Study)
Standard Concepts Benchmarks
Privacy collection, use and safeguarding of employee information, guest records, and personal property.
Evaluate the individual’s responsibility in complying with or implementing the expectations of
laws or ethics in the hotel and lodging industry.
Evaluate how legal and ethical behavior(s) of individuals within the hotel and lodging property
affects operations.
Conflict of Analyze “conflict of interest” to determine an individual’s responsibility in recusing themselves
Interest from the situation to avoid legal ramifications.
Assess the relationship between legal and ethical behaviors and the reputation of a hotel and
lodging property and the overall effect on the visitor industry.
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