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  1. 1. KING CAREER CENTER ASD Career Technology Curriculum Revised – March 2005 Program Title: KCC Industrial Technology Course Title: Fall Semester Travel & Hospitality Mgmt Course # H8650 Focus: Hotel/Lodging, Career Development, Geography/Travel Destination/Regional History/Cultures Spring Semester Travel & Hospitality Mgmt 2 Course # H8651 Focus: Travel Services: Rail/ Airline/Cruises & AK Marine Highway/Geography/Destinations/History/Culture & Management training. (Hotel/Lodging Management Program) CIP: 52.1906 OJT 3rd Semester Course #: H8652 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 1
  2. 2. STUDENTS SHOULD KNOW STUDENTS SHOULD BE ABLE TO Fall Semester Program Introduction to Tourism & Hotel/Lodging Management Program 1. What is the Tourism, Hotel & Lodging • Demonstrate an understanding of the Industries tourism, hotel & lodging industries, & their components & services. 2. History of Tourism & Hotel/Lodging • How do they impact the economy? • Understand the history of the industry & the evolution to today. 3. Organizations of the industries • Identify the businesses & organizations relating to the industry, how they differ & how they support the industry. 4. Career opportunities in the industries • Investigate the many different kinds of career opportunities in the industry. • Understand requirements for career education & develop specific job search skills. 5. Industry specific terminology • 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 2
  3. 3. 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 6. Reservations • 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 3
  4. 4. • 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 • 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 8. Check-out & Settlement • 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 9. The Night Audit • Identify the steps & functions of the night audit • Use basic account posting procedures • Prepare reports, run backups & distribute reports 4
  5. 5. 10. Housekeeping • Understand housekeeping management, inventory, planning, staffing & scheduling • Become familiar with the responsibilities for guestroom cleaning & inspections 11. Safety & Security Management • 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 Travel Destinations/Geography 1. Destinations for Travelers • Determine ideal destinations through the use of multiple resources 1) Internet 2) World Atlas 3) Travel guides 2. Cultures/History 4) Travel magazines 5) Tour management companies • Understand aspects & differences of cultures in travel destinations • Learn about the history of the 3. Activities regions/destinations & its impact • Discuss activities that draw people to 4. Climate/When to Visit world wide famous/unknown destinations 5
  6. 6. • Research the climate/weather expectations for destinations & seasons 5. Transportation • Determine various means of transportation to/from/in travel 6. Travel Tips destinations • 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 Personal/Professional Development 5) Fascinating facts 1. Professional Behavior in the Workplace • Understand & perform to the standards expected in manners, good attitudes, 2. Interpersonal skills appearance, attendance & punctuality • Demonstrate good interpersonal skills with supervisors & co-workers 3. Communication skills • Understand effective verbal/nonverbal communication & begin to understand expectations for appropriate multi- cultural differences in communication • Increase effective listening skills for 4. Public Speaking 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 Sales & Marketing 1. Understand the Eight Steps of a Successful Sales Cycle • Identify customers 6
  7. 7. • 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 2. Identify Five Key Marketing Decisions • Product • Place Technology Skills Development • Price 1. Computer use • Promotion 2. 10-key familiarization • Personal selling 3. Telephone/Facsimile use in the office • Use word processing skills • Use the internet for research & 4. Basic use of Copy Machines communication • Practice key strokes and keypad skills • Answer the telephone in a professional manner  End of Fall Semester • Take messages/ Process messages • Develop a fax cover sheet & send a fax • Operate a copy machine and gain basic skills in office copy procedures STUDENTS SHOULD KNOW Spring Semester Leadership & Management 1. Leadership & Management STUDENTS SHOULD BE ABLE TO DO 7
  8. 8. • Identify different management styles and how they are effective in different situations • Describe “POWER & EMPOWERMENT” & some of the outcomes for an organization that empowers managers & employees 2. Communication Skills • 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 3. Team Building • 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 4. Career Development • Identify positive/negative roles that individuals play in a group & how to manage specific behaviors to build a team • Complete a self-assessment for personal strengths, weaknesses & Marketing & Sales values • Prepare for employment interviews 5. Hospitality Marketing & Sales • Respond appropriately to job offers, rejection, & negotiations • Create a career portfolio & follow the 7 habits of highly effective people •Describe the responsibilities of the marketing & sales division 6. The Marketing Plan • Identify the 4 P’s of Marketing 8
  9. 9. 1. Product 2. Placement 3. Promotion 4. Pricing 7. The Sales Office •Identify Lodging Market Segments •Understand how to develop objectives, action plans, & evaluations •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 8. Banquet & Meeting Room Sales 3. Describe lists, reports, and applications for analysis provided by computers •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 9. Selling is Everyone’s Job •Describe types & value of meeting rooms, how to book & how to manage them •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” & 9
  10. 10. how these methods increase sales 10. Telephone Sales •List guidelines for suggestive sales •Explain how each department can effect sales on a property •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 Food & Beverage Service reservations & inquiry •Prepare a telemarketing script for a sales 11. Hotels & the Foodservice Industry blitz •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 12. The Menu 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 13. Dining & Beverage Service •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 14. Casual/Theme Restaurants superior customer service 10
  11. 11. •Discuss responsibilities/liabilities with beverage service •Summarize the characteristics of casual/theme restaurant markets 15. Banquets & Catered Events •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 16. Room Service during banquets •List examples of protocol issues •Explain how guest feedback during & after service can be used •Identify responsibilities for room service Travel Destinations/Geography management and staff 1. Destinations for Travelers • Determine ideal destinations through the use of multiple resources (Weissmann’s 2. Cultures/History Travel Around the World /destinations different than 1st semester.) 1) Internet 2) World Atlas 3) Travel guides 4) Travel magazines 3. Activities 5) Tour management companies • Understand aspects & differences of 4. Climate/When to Visit cultures in travel destinations • Learn about the history of the 11
  12. 12. regions/destinations & its impact 5. Transportation • Discuss activities that draw people to world wide famous/unknown destinations • Research the climate/weather expectations for destinations & seasons • Study various modes of transportation to/from/in travel destinations 6. Travel Tips 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