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Performance Standards for Retail Sales Clerk - DOC

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					MISSION TRAILS REGIONAL OCCUPATIONAL PROGRAM

1. COURSE TITLE:              Hospitality/ Tourism Occupations

2. CBEDS TITLE:               Hospitality/ Tourism Occupations

3. CBEDS NUMBER:              4440

4. JOB TITLES:                Hotel Cashier
                              Food and Beverage Cashier
                              Hotel Clerk
                              Room Clerk
                              Reservation Clerk
                              Sales Clerk boutique
                              Sales Clerk Food
                              Counter Attendant
                              Waiter/ Waitress
                              Baker
                              Baker Helper
                              Salad Maker
                              Barrister
                              Pantry Person
                              Soushef
                              Housekeeper
                              Bell Person
                              Attendant, Lodging
                              Recreation Attendant ( Golf, Tennis )
                              Caddie
                              Range Attendant ( Golf )
                              Ticket-taker
                              Usher

5. COURSE DESCRIPTION: This course is designed to teach students skills required in the
hospitality and tourism industry. Course instruction includes formal classroom training,
individualized related training regularly scheduled paid on-the-job training and field trips to
hospitality related industries. Training is based upon learning experiences connected with businesses
that provide accommodations, hotel/motel/private lodging facilities, food and beverage preparation
establishments, entertainment, recreation, and retail sales boutiques. These learning experiences are
conducted on a semester basis. Students may enroll in the classroom portion for 1-2 hours/week.

6. HOURS:                     180 Hours/ Semester-Total hours 360

7. PREREQUITES:               Students must be concurrently enrolled in related
                              instruction.

8. REVISION DATE:             February 2003
9. MAJOR CONCEPTS:             1. Personal Skills
                               2. Interpersonal Skills
                               3. Thinking and Problem- Solving Skills
                               4. Communication Skills
                               5. Occupational Safety
                               6. Employment Literacy
                               7. Technology Literacy
                               8. Retail Industry
                               9. Restaurant Industry
                               10. Hotel Industry
                               11. Travel Services
                               12. International Travel
                               13. Hospitality Marketing and Sales
                               14. Future of the Hospitality Industry

I. COURSE OUTLINE:
     A. CAREER PERFORMANCE STANDARDS
          1. EXPECTED STUDENT OUTCOMES
          2. HOURS OF INSTRUCTION

COURSE OUTLINE
CAREER PERFORMANCE                       EXPECTED STUDENT                        HOURS
STANDARDS                                OUTCOMES
Instruction will include:                Student will be able to:
8. Retail Industry: To familiarize       1. Identify the variety of career       Integrated in
students to the concepts and                opportunities available in retail.   content area skills
opportunities available in the retail    2. Apply basic sales techniques         20
industry.                                   involve in customer service.
                                         3. Understand methods of recording
                                            sales transaction.
                                         4. Use interpersonal communication
                                            skills.
9. Restaurant Industry: To familiarize   1. Describe products, procedures,
students with products, procedures          and equipment using accepted
and the functions of a restaurant.          terminology.
                                         2. Identify the types of local retail
                                            businesses that support the food
                                        and beverage industry.
                                     3. Distinguish between “chain” and
                                        franchised” type of ownership.
                                     4. Describe the duties of at least ten
                                        restaurant jobs.
                                     5. Define the function and value of
                                        the National Restaurant
                                        Association.
                                     6. Explain the current national trend
                                        regarding families eating out
                                        more frequently.
                                     7. Explain the importance of
                                        location to restaurant traffic and
                                        profitability.
                                     8. Explain the responsibilities of a
                                        restaurant manager.
                                     9. List the steps of the career ladder
                                        within food and beverage
                                        operations.
                                     10. Describe the organizational
                                        structure of a restaurant.
10. Hotel Industry: To familiarize   1. Describe the organizational
students with the products,             structure of a hotel.
procedures and equipment of the      2. Describe products, procedures         80
hotel industry.                         and equipment using industry
                                        terminology.
                                     3. Analyze the historical
                                        development of the hospitality
                                        industry.
                                     4. Classify lodging properties by
                                        form of ownership.
                                        5. Understand the interaction of
                                           businesses within the industry.
                                        6. Interpret the importance of
                                           marketing dynamics and
                                           competition within the industry.
                                        7. Understand and apply health and
                                           safety standards.
                                        8. Understand the roles and
                                           functions of all departments in a
                                           hotel.
                                        9. Understand a variety of skills in
                                           communication and decision-
                                           making.
11. Travel Service: To familiarize      1. Explain the basic components of       20
students with all the components of        travel services.
travel services.                        2. Explain the importance of
                                           attractions and resourced to
                                           tourism.
                                        3. Classify travel accommodations
                                           according to purpose, location
                                           and guests served.
                                        4. Describe the types of
                                           transportation businesses essential
                                           to tourism.
12. International Travel: To            1. Explain why international tourism 20
familiarize students with the role of      is considered one of the largest
international travel in changing           industries in the world.
world.                                  2. Discuss the relationship between
                                           travel flows, popular destinations,
                                           and travel receipts and
                                           expenditures.
                                         3. Explain the basic role
                                            governments play in tourism.
                                         4. Explain the role of indirect
                                            industries in international
                                            tourism.
13. Hospitality Marketing and Sales:     1. Explain the four P’s of marketing.
To familiarize students with the basic   2. Describe the components of a
successful skills for marketing and         marketing plan.
selling rooms in a hotel                 3. Demonstrate basic skills
                                            successful salespeople use.
                                         4. Describe the sales management
                                            process.
14. The Future of the Hospitality        1. Explain how changing times
Industry: To familiarize students with      affect the hospitality industry.
the future of the industry.              2. Explain the implication
                                            globalization presents for
                                            hospitality managers.
                                         3. Describe the effect baby boomers
                                            have had on the labor supply for
                                            the hospitality industry.
                                         4. Describe the likely technology
                                            trends for hospitality businesses
                                            in the near future.

10. Additional Recommended/ Optional Items

   a. Articulation: An articulation agreement with Monterey Peninsula College is being developed.

   b. Vocational Credit: Variable- 10 High School credits per 180 hours per semester, qualifies for
      Vocational arts graduation requirements.


   c. Instructional Strategies: Instructional methodologies include classroom lecture and
      demonstrations, equipment and process demonstrations, equipment and process
        demonstrations, one on one student/ instruction and on the job learning opportunities at local
        businesses.

    d. Instructional Materials: The Lodging & Food Service Industry by Gerald W. Lattin
       Introduction to the Hospitality Industry by Tom Powers.

    e. Certificates: The successful graduate will receive a certificate of completion listing their job
       skill proficiencies.


10. COURSE OUTLINE:

        b) CAREER PERFORMANCE STANDARDS

                 i) EXPECTED STUDENT OUTCOMES
                 j) HOURS OF INSTRUCTION

COURSE OUTLINE
CAREER PERFORMANCE                   EXPECTED STUDENT                            HOURS
STANDARDS                            OUTCOMES
Instruction will include:            Student will be able to:
1. Personal Skills                   1. Understand how personal skill            Integrated in
   Classroom policies &                 development, including positive         content area skills
    procedures                           attitude, honesty, self-confidence,
   Ethics                               time management, & other
       Work                             positive traits affect employability.
       Business                        Demonstrate and understand
   Sexual harassment laws               classroom policies & procedures
   Personal skills, including          Define work and business ethics &
    positive attitude, self-             demonstrate the importance of
    confidence, honesty,                 ethical standards & social
    perseverance & self-                 responsibilities in the business
    discipline                           environment.
   Professional appearance             Discuss the laws applicable to
   Time management                      sexual harassment & discuss
   Lifelong learning                    tactics for handling harassment
                                      situations.
                                     Demonstrate personal skills in
                                      class and/or business environment:
                                         Positive attitude
                                         Self-confidence
                                         Honesty
                                         Perseverance
                                         Self-discipline
                                     Demonstrate and model personal
                                      hygiene and acceptable
                                      professional attire
                                     Prioritize tasks and meet deadlines
                                     Explain the importance of lifelong
                                      learning
2. Interpersonal Skills           2. Understand the principles of
   Group dynamics                effective interpersonal skills,
   Conflict resolution and       including group dynamics, conflict
    negotiation                   resolution, and negotiation.
   Team work
   Etiquette across gender and      Identify and explain the key
    cultural groups                   concepts of group dynamics
                                     Discuss and demonstrate the
                                      dynamics of conflict resolution
                                      and negotiation, and their
                                      importance with the business
                                      environment
                                     Demonstrate effective teamwork,
                                      share responsibilities, accept
                                      supervision and assume leadership
                                      roles
                                     Demonstrate cooperative work
                                         relationships and proper etiquette
                                         across gender and cultural groups.


3 Thinking and Problem-              3   Understand the importance of
    Solving Skills                       critical thinking and problem-
   Critical and creative thinking       solving skills in the workplace.
    skills                              Apply critical and creative
   Logical reasoning and                thinking skills in a work
    problem-solving skills               environment and implement a plan
   Numerical estimation,                of improvement as needed.
    measurement, and calculation        Demonstrate logical reasoning and
   Identify, locate, and organize       problem solving skills in a work
    needed information and               environment
    propose, evaluate, and select       Apply numerical estimation,
    alternative solutions                measurement and calculation skills
                                         to business applications including
                                         the following:
                                           Whole number math
                                           Decimals and fractions
                                           Counting and monetary
                                            functions
                                           Use of table and graphs
                                        Recognize problem situations;
                                         identify, locate and organize
                                         needed information, and propose,
                                         evaluate and select from alternate
                                         solutions


4. Communication Skills              4. Understand principles of effective
   Written communications           communication
   Verbal and Nonverbal                Read and implement written
    communications                       instructions, technical manuals,
   Active and effective listening       written communication, and
   Proper etiquette in business         reference books
    communications                      Present a positive image of verbal
   Writing and editing skills           and nonverbal communication
   Use of reference material and        through use of appropriate
    handbooks                            methods
   Oral presentations                  Demonstrate active and effective
                                         listening skills through verbal,
                                         nonverbal and written feedback
                                        Demonstrate proper etiquette in
                                         business communications,
                                         including and awareness of
                                         requisite for international
                                         communications ( languages,
                                         customs, and time zones )
                                        Demonstrate the following writing
                                         and editing skills:
                                            Use correct grammar,
                                             punctuation, capitalization,
                                             vocabulary and spelling
                                            Write, proofread and edit
                                            Select and use appropriate
                                             forms of communication
                                        Exhibit a proficiency in the use of
                                         reference materials such as
                                         dictionary, thesaurus, telephone
                                         directory, almanac, zip code
                                         directory, and office handbooks


5. Occupational Safety               5. Understand occupational safety
   Good Safety practice            issues, including avoidance of
                                    physical hazards
                                       Model and implement good safety
                                        practices including:
                                          Avoidance and reporting of
                                           physical hazards in the work
                                           environment
                                          Safe operation of equipment
                                          Proper handling of hazardous
                                           materials
6. Employment Literacy              6. Understand career paths and
   Expand awareness of career      strategies for obtaining employment.
    opportunities                      Explore career opportunities and
   Set employment goals and            develop a career plan
    objective                          Identify steps for setting goals and
   Aptitudes, personal                 writing personal goals and
    characteristics and interests       objectives
   Develop portfolio to C- TAP        Examine aptitudes related to
    standards                           career options; relate personal
   Develop interviewing                characteristics and interests to
    techniques                          educational and opportunities
                                       Develop a portfolio to include the
                                        following:
                                          Letter of Introduction
                                          Cover letter
                                          Resume
                                          Thank you letter
                                          Job application
                                          Licenses, Certificates and
                                           Awards
                                          Transcripts
                                    Letters of Recommendation
                                    Work Samples
7. Technology Literacy        7. understand and adapt to changing
   Apply Industry specific   technology
    technology                   Identify and demonstrate use of
   Use Industry specific         appropriate technology
    software                     Identify and use industry specific
   Demonstrate Keyboarding       software
   Accessing information        Demonstrate proficiency in
   Lifelong enhancement of       alphanumeric keyboarding
    technology skills            Input and retrieve information
                                 Understand the importance of
                                  lifelong learning in adapting to
                                  changing technology

				
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