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KING CAREER CENTER ASD Career Technology Curriculum Revised – March 2005 KCC Industrial Technology

Fall Semester Travel & Hospitality Mgmt Spring Semester Travel & Hospitality Mgmt 2

Course # 865000 Course # 865100

Focus: Hotel/Lodging, Career Development, Geography/Travel Destination/Regional History/Cultures

Focus: Travel Services: Rail/ Airline/Cruises & AK Marine Highway/Geography/Destinations/History/Culture & Management training. (Hotel/Lodging Management Program)

OJT 3rd Semester Focus: Worksite / On-The-Job Training Grade Level: 11-12 Prerequisite: Keyboarding skills UAA Tech-Prep/Articulation: none Certification: none Academic Credit: ½ Social Sciences/History Credit or ½ Geography/Area Studies per semester. On-The-Job Training: 1.5 Elective Credits/semester Course Description: Focus: Development of employability skills for Tourism/Travel, Hotel &
Lodging Management (HLMP). Study of world travel destinations, geography, regional history & cultures, sales & marketing. Students will tour local work sights & become knowledgeable in vocational requirements & opportunities. Students will participate in tourism industry, community service projects, volunteer & fundraising activities, with instructor recommendation. Successful students will demonstrate reliability & good work values.

Course Objectives

Student Outcomes

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STUDENTS SHOULD KNOW Fall Semester Program Introduction to Tourism & Hotel/Lodging Management Program 1. What is the Tourism, Hotel & Lodging Industries 2. History of Tourism & Hotel/Lodging

STUDENTS SHOULD BE ABLE TO

     

3. Organizations of the industries

4. Career opportunities in the industries

5. Industry specific terminology



Demonstrate an understanding of the tourism, hotel & lodging industries, & their components & services. How do they impact the economy? Understand the history of the industry & the evolution to today. Identify the businesses & organizations relating to the industry, how they differ & how they support the industry. Investigate the many different kinds of career opportunities in the industry. Understand requirements for career education & develop specific job search skills. Use industry specific terms with a thorough understanding through vocabulary definition studies & use.

Hotel/Lodging Overview 1. Organization & Structure     Identify types of hotels Describe the services available on several levels of properties Understand the advantages & disadvantages of types of property ownerships Classify functional areas of the property organizations

2. Guest Services

  

Distinguish the elements of good customer service Describe strategies used for managing services & costs List services expected for particular target markets

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3. Careers & Career Development

  

Identify different careers in the industry & understand the skill levels required for the careers Sort out the skills & interests of careers in lodging, food services clubs & cruise lines Develop a career plan to include a resume, interview preparation & a career portfolio

4. The Guest Cycle

 

 

Outline the events that occur during each stage of a guest cycle Develop the critical skill of efficient communications for other employees & guests (log books, mail, information directories) Learn how to manage guest complaints effectively Define & follow procedures for security, key control, deposit boxes, lost & found procedures & emergency response

5. Telecommunications

  

Understand & manage different types of telephone calls Describe & operate a PBX, other types of telecommunication systems & call accounting systems Demonstrate knowledge of procedures for handling guest faxes, messages, wake-up calls, email & voice mail Explain the functions of types of reservations & the factors that make a binding agreement between a hotel & potential guest 1) Prepayment 2) Credit card guarantee 3) Advance deposit guarantee 4) Travel agent guarantee 5) Voucher or MCO guarantee 6) Corporate guarantee 7) Non-guaranteed

6. Reservations

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 

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Describe sources of reservations Demonstrate acquired skills on the classroom reservations simulator 1) Determine room availability 2) Create a reservation record 3) Confirmation procedures 4) Develop & generate reports Identify information needed to calculate a room count forecast

7. Registration

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Identify the stages of the registration cycle Interpret and communicate changes in room availability Follow procedures for handling guest “Upsell” & to turn away or “Walk” a guaranteed guest Complete registration procedures by verifying bill settlement in advance Describe the features of guest folios 1) Individual folios 2) Master folios 3) Non-guest folios 4) Employee folios Manage the responsibilities of duties required at/after guest checkout Settle accounts List the procedures required for internal control (audit) Evaluate the property operations 1) Complete a daily operations report 2) Calculate occupancy ratios 3) Analyze room revenue 4) Interpret rooms division budget reports 5) Calculate operating ratios Identify the steps & functions of the night audit Use basic account posting procedures Prepare reports, run backups & distribute reports

8. Check-out & Settlement

   

9. The Night Audit

  

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10. Housekeeping

 

Understand housekeeping management, inventory, planning, staffing & scheduling Become familiar with the responsibilities for guestroom cleaning & inspections Identify potentially hazardous conditions Describe concerns of safety in using housekeeping chemicals Develop an understanding of requirements for professional training in HazComm standards & MSDSs Identify activities that are suspicious or unsafe 1) Theft 2) Fire safety 3) Bomb threats

11. Safety & Security Management

   

Travel Destinations/Geography 1. 1. Destinations for Travelers  Determine ideal destinations through the use of multiple resources 1) 2) 3) 4) 5)  3. 4. 3. Activities   Internet World Atlas Travel guides Travel magazines Tour management companies

2.

2. Cultures/History

Understand aspects & differences of cultures in travel destinations Learn about the history of the regions/destinations & its impact Discuss activities that draw people to world wide famous/unknown destinations

4. Climate/When to Visit

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 5. 5. Transportation  6. 1. 6. Travel Tips 

Research the climate/weather expectations for destinations & seasons

Determine various means of transportation to/from/in travel destinations Identify research & report to a guest areas of interest. Such as; 1) 2) 3) 4) 5) Health advisories What to buy Foods to eat or avoid in areas Required documentation Fascinating facts

Personal/Professional Development 1. Professional Behavior in the Workplace  2. Interpersonal skills  3. Communication skills 

Understand & perform to the standards expected in manners, good attitudes, appearance, attendance & punctuality Demonstrate good interpersonal skills with supervisors & co-workers

Understand effective verbal/nonverbal communication & begin to understand expectations for appropriate multicultural differences in communication Increase effective listening skills for better communication Effectively adjust enunciation, rate of speaking, projection, tone & fluctuation for professional public presentations Develop oral presentations using public speaking criteria for interesting, entertaining & informative speeches

4. Public Speaking

 

 Sales & Marketing 1. Understand the Eight Steps of a Successful Sales Cycle

 6

Identify customers

       2. Identify Five Key Marketing Decisions     

Establish rapport Determine the client’s needs Select the product that fits those needs Present recommendations Deal with obstacles Motivate the client to action Follow up to ensure after-sale satisfaction Product Place Price Promotion Personal selling

Technology Skills Development 1. Computer use 2. 10-key familiarization 3. Telephone/Facsimile use in the office

      

4. Basic use of Copy Machines

Use word processing skills Use the internet for research & communication Practice key strokes and keypad skills Answer the telephone in a professional manner Take messages/ Process messages Develop a fax cover sheet & send a fax Operate a copy machine and gain basic skills in office copy procedures

 End of Fall Semester

STUDENTS SHOULD KNOW Spring Semester Leadership & Management 1. Leadership & Management

STUDENTS SHOULD BE ABLE TO DO

 

Identify different management styles and how they are effective in different situations Describe “POWER & EMPOWERMENT” & some of the

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  2. Communication Skills    3. Team Building   

outcomes for an organization that empowers managers & employees Explain “Quality Service” & how service strategy relates to guests’ perceptions of value List the benefits of diversity & the effect of equal opportunity laws Define effective communication & outline barriers to good communication List & practice techniques for active listening Describe the guidelines for business writing rules Identify how a team mission statement, a code of conduct & leadership skills increase the effectiveness of a team Describe the activities that take place during the forming, & transforming stages of team development Identify positive/negative roles that individuals play in a group & how to manage specific behaviors to build a team

4. Career Development    Marketing & Sales 5. Hospitality Marketing & Sales  Describe the responsibilities of the marketing & sales division  Identify the 4 P’s of Marketing 1. Product 2. Placement 3. Promotion 4. Pricing  Complete a self-assessment for personal strengths, weaknesses & values Prepare for employment interviews Respond appropriately to job offers, rejection, & negotiations Create a career portfolio & follow the 7 habits of highly effective people

6. The Marketing Plan

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 Identify Lodging Market Segments  Understand how to develop objectives, action plans, & evaluations 7. The Sales Office  Define effective sales communications systems  Identify three general methods of filing 1. master card file 2. account file 3. tickler file  Automation 1. Identify benefits of computers 2. Explain how automated systems provide client information 3. Describe lists, reports, and applications for analysis provided by computers 8. Banquet & Meeting Room Sales  Identify the responsibilities of the banquet department  Explain the types of advertising & promotions that banquet sales departments use  Describe the special types of food & beverage sales 1. refreshment breaks 2. receptions 3. special functions 4. banquets  Describe types & value of meeting rooms, how to book & how to manage them 9. Selling is Everyone’s Job  Identify the role of hiring & training effective sales staff  Describe what employees need to know about relationship selling & why it is important  Understand methods of “upgrading” & how these methods increase sales  List guidelines for suggestive sales  Explain how each department can 9

effect sales on a property 10. Telephone Sales  Explain the importance of effective telephone communication skills  Describe the information & types of questions used for sales calls, promotional calls, service calls & public relations calls  Respond to incoming calls regarding reservations & inquiry  Prepare a telemarketing script for a sales blitz

Food & Beverage Service 11. Hotels & the Foodservice Industry

12. The Menu

 Describe the types of food services for the different markets  List the primary departments & their missions in a large hotel food & beverage division  Identify three levels of management and typical service positions in the food service industry  Understand how to manage food & safety through prevention of contamination  Explain the importance of the menu, the categories & cycle menu schedules  Describe common types of specialty menus  Identify methods/criteria used for menu planning  Explain truth-in-menu laws  Identify good/bad menu layout design  List/calculate food pricing methods  Describe the work performed in typical dining service staff positions  Summarize the basic procedures of dining service styles  Determine some of the keys to providing superior customer service  Discuss responsibilities/liabilities with beverage service

13. Dining & Beverage Service

14. Casual/Theme Restaurants

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15. Banquets & Catered Events

 Summarize the characteristics of casual/theme restaurant markets  Summarize how m-anagers set quality standards and how is affects service  Perform & understand the steps in delivery for food services  Describe a function book & its role in event planning  Identify elements of a contract or letter of agreement  Schedule special training needs and staff members for a function  List challenges managers & staff face during banquets  List examples of protocol issues  Explain how guest feedback during & after service can be used  Identify responsibilities for room service management and staff

16. Room Service

Travel Destinations/Geography 7. 1. Destinations for Travelers  Determine ideal destinations through the use of multiple resources (Weissmann’s Travel Around the World /destinations different than 1st semester.) 1) Internet 2) World Atlas 3) Travel guides 4) Travel magazines 5) Tour management companies Understand aspects & differences of cultures in travel destinations Learn about the history of the regions/destinations & its impact Discuss activities that draw people to world wide famous/unknown

8.

2. Cultures/History

 9. 3. Activities  

10. 4. Climate/When to Visit

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11. 5. Transportation

 

destinations Research the climate/weather expectations for destinations & seasons Study various modes of transportation to/from/in travel destinations 1. Airline 2. Cruise/AK Marine Highway 3. Travel by Rail 4. Road Trips (motor coach tours, automobile, recreational vehicles Identify research & report to a guest areas of interest. Such as; 1) Health advisories 2) What to buy 3) Foods to eat or avoid in areas 4) Required documentation 5) Fascinating facts

12. 6. Travel Tips 2. 

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