CTE Program of Study: Hospitality and Tourism · Adventure Tourism Hospitality Entrepreneurship Lodging Management General Hospitality and Tourism Technical Skills 13% Demonstrate

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CURRICULUM MAP Cluster: Hospitality and Tourism

CTE Program of Study: Hospitality and Tourism

STANDARD % SKILL SET/COMPETENCY REQUIRED CORE COURSES FOR COMPLETION 1st Course

1211 Foundations of Travel and

Tourism

2nd Course 7663 Travel West

Virginia

Choose Specialization: Event Planning and Design

Parks and Recreation Hospitality, Travel and Tourism

Adventure Tourism Hospitality Entrepreneurship

Lodging Management

General Hospitality and Tourism Technical Skills

13% Demonstrate knowledge of hospitality and tourism management (e.g., no-shows, overbooking)

X

Apply marketing strategies and techniques within a hospitality and tourism context

X

Apply customer service techniques in a hospitality and tourism context

X X

Identify elements of geography and climate that affect the hospitality and tourism industry

X X

Travel and Tourism Technical Skills

20% Apply information about world time zones, regional/seasonal climate, etc. in creating/enhancing travel

X

Apply knowledge of human diversity in creating or enhancing travel

X

Demonstrate an understanding of common tourism terminology in creating or enhancing travel

X

Apply knowledge of diverse transportation, lodging, cruise, food options regarding customized travel

X

Academic Foundations 13% Apply reading skills in a hospitality and tourism career environment

X X

Apply writing skills in a hospitality and tourism career environment

X X

2



Tourism


Virginia




Lodging Management

Apply mathematical skills in a hospitality and tourism career environment

X X

Apply knowledge of economics in a hospitality and tourism career environment

X X

Systems 6% Describe the relationship of roles and responsibilities among hospitality and tourism professionals

X

Analyze impact on hospitality and tourism systems based on influences such as changes in technology, etc.

X

Ethics and Legal Responsibilities

6% Apply appropriate laws, regulations, industry standards to hospitality and tourism situations

X X

Identify ethical issues and demonstrate ethical behavior in hospitality and tourism situations

X

Communications 13% Locate, organize, reference written information to communicate with coworkers and clients

X

Develop and deliver formal and informal presentations using media to engage and inform diverse audiences

X

Apply listening skills; interpret verbal and nonverbal behaviors to communicate with coworkers and clients

X

Interpret and use tables, charts, and figures X

Information Technology Applications

6% Use word processing, presentation, and email applications to prepare communications

X

Use spreadsheet and database applications to manage and communicate data and information

X

Problem Solving, Critical Thinking, and Decision Making

7% Use problem solving/critical thinking to locate information about problems and determine causes

X

3



Tourism


Virginia




Lodging Management

Use problem solving/critical thinking; determine root causes of problems; evaluate solutions

X

Leadership and Teamwork 6% Exhibit leadership qualities to improve the quality of work and the work environment

X

Work effectively in a team environment to improve the quality of work and the work environment

X

Safety, Health, and Environmental

6% Identify and practice appropriate safety and health procedures for hospitality and tourism occupations

X

Demonstrate emergency and first-aid knowledge and procedures for hospitality and tourism occupations

X

Employability and Career Development

4% Demonstrate employability skills related to a career in hospitality and tourism

X

Pursue career development skills to advance in hospitality and tourism careers

X

West Virginia Standards

Impact of Tourism in West Virginia

Interpret data regarding tourism in West Virginia.

X

Categorize types of tourism available in West Virginia.

X

Research West Virginia’s infrastructure and its importance in developing tourism in West Virginia.

X

Complete the training for the Certificate of Recognition in West Virginia Welcome.

X

Pride in the State of West Virginia

Research the effectiveness to slogans the promote West Virginia.

X

4



Tourism


Virginia




Lodging Management

Propose strategies to increase a positive view of West Virginia.

X

West Virginia’s Economic, Physical, Social, and Cultural Landscape

Locate the nine tourist regions of West Virginia on a map.

X

Locate ten places of cultural significance in West Virginia.

X

Locate ten places of economic significance in West Virginia that are nature based related to Parks, Recreation and Tourism.

X

Locate ten places of recreational interest in West Virginia that are man-made in each of the tourism regions.

X

Categorize historical/geographic places of interest in each of the tourism regions.

X

Categorize historical places of interest by time period in each of the tourism regions.

X

Economic Opportunities in the Regions of West Virginia

Chart the strengths and weaknesses of each of the tourist regions.

X

Categorize the industries and products that are most important to West Virginia’s economy.

X

evaluate the economic impact of special events such as fairs, festivals, etc.

X

Examine how an increase or decrease in tourism affects businesses.

X

Evaluate the importance of natural and historical preservation versus economic progress.

X

5



Tourism


Virginia




Lodging Management

Role of Business Innovation in West Virginia Tourism

Evaluate information from a variety of sources to assess marketing needs for the local tourism region.

X

Formulate a marketing strategy in digital and social networking for a new hospitality or tourism business in the local region.

X

Prepare a summary of a business idea in tourism.

X

Defend a need for a business idea in tourism. X

Relate the business to the current infrastructure. X

Create a facility design of a tourism business idea.

X

Prepare advertising element for the business idea.

X

Prepare a presentation about the business idea. X

Careers in the Hospitality and Tourism Industry

Develop a presentation about a career option in hospitality in West Virginia.

X

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Cluster: Hospitality and Tourism

CTE Program of Study: Hospitality and Tourism Specialization (If Applicable): ALL HOSPITALITY AND TOURISM SPECIALIZATIONS

STANDARD % SKILL SET/COMPETENCY THIS COURSE IS AVAILABLE FOR ALL SPECIALIZATIONS Course

1210 Hospitality and Tourism Internship

Attitude, Behavior, Communication & Ethics

% Abide by the agreement established with the employer, school, and parents.

X

Dress and groom appropriately for the workplace. X

Demonstrate honesty and integrity. X

Show punctuality, attendance, and dependability on the job. X

Focus on tasks without direct supervision. X

Implement strategies for completion of assigned tasks. X

Utilize time management principles when completing assignments.

X

Establish a positive attitude and relationship with customers, co-workers, and management.

X

Relate the importance of serving as a team member. X

Show accountability for one’s performance. X

Asks for help when needed. X

Evaluation of Work Experience

Acquire supporting documentation.

X

Maintain complete and accurate records for work experience. X

Work with the teacher and employer to develop individual training plans.

X

Execute the approved training plan with frequent interaction with the hospitality education program teacher.

X

Complete a personal interest and resource inventory to identify potential enterprises appropriate for their individualized programs.

X

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CTE Program of Study: Hospitality and Tourism Specialization (If Applicable): EVENT PLANNING

STANDARD % SKILL SET/COMPETENCY REQUIRED COURSES FOR COMPLETION OF SPECIALIZATION 1115 Event Planning Essentials 1212 Event Management and

Operations

Location Examine the different site and/or facility options for an event.

X

Research location requirements. X

Implement a move-in requirement checklist for an event.

X

Examine the event suppliers’ set-up and teardown logistics checklist.

X

Demonstrate industry standards for meeting room sets for different events.

X

Logistics Build event timelines to express efficient agendas and programming of events.

X

Prepare programs and various handouts for events. X

Discuss the possibilities and advantages of making a “green” (environmentally friendly) event.

X

Analyze the registration process. X

Implement registration security and ticket pick-up practices.

X

Food and Beverage Select food and beverages based on the needs of the target audience.

X

Use effective negotiation skills when communicating with the facility to ensure a quality event.

X

Verify guaranteed numbers when menu planning with caterers.

X

Develop a Banquet Event Order (BEO). X

Promotion and Branding Design invitations and other promotional materials. X

Create websites to reach pre-determined target markets.

X

Utilize information from market segmentation to guide product and service decisions.

X

8


Operations

Costs and Budget Determine costs and details of the requirements in specific terms.

X

Formulate a guest list for an event. X

Review contracts critically by creating and amending a contract.

X

Assess how to anticipate unexpected issues by having an effective back-up plan.

X

Create a personalized privacy policy. X

Determine insurance and liability concerns by conducting a risk assessment.

X

Develop a venue and event supplier checklist. X

Security and Management Evaluate crowd control measures when dealing with high profile guests.

X

Assess safety measures needed to meet ADA requirements.

X

Check personal and cultural preferences related to events planning.

X

Assess the need for data security and network protection.

X

Recreation, Theme Parks and Clubs

Examine various departments of clubs.

X

Outline the club management structure. X

Research the management of a leadership model. X

Create the organizational chart of a club. X

Outline different types of noncommercial recreation.

X

Present on a government-sponsored recreation area. X

Research the current trends in recreation, theme parks and clubs.

X

Gaming Entertainment Outline the background of the gaming industry. X

Research the expansion of gaming in North America. X

Research a presentation of one of the industry giants in the gaming industry.

X

9


Operations

Meetings, Conventions and Expositions

Explain the different types of popular meetings.

X

Research a local convention and visitor’s bureau to determine its makeup.

X

Outline the makeup different types of meetings, conventions and expositions.

X

Outline the steps that go into meeting planning. X

Examine various venues for meetings, conventions and expositions.

X

Research the current trends in the meeting, convention and exposition facet of the hospitality industry.

X

Special Events Create a visual that defines special events. X

Research the event planner career path. X

Outline the event planning process. X

Classify different types of special events. X

Management and Leadership

Chart the roles and skills needed to be a manager.

X

Role play ethical behavior situations in the hospitality industry.

X

Outline the dynamics of demand on managers in hospitality.

X

Hospitality Marketing Explain marketing segmentation. X

Research positioning in the hospitality industry. X

Differentiate types of marketing. X

examine the trends in hospitality marketing and sales X

Develop marketing strategies to address specific needs.

X

Human Resources Create a checklist of the elements that are important in an appropriate job descriptions.

X

Chart the major topics in recruitment. X

Research the selection and orientation process. X

10


Operations

Outline the various components of employee assistance programs.

X

Accounting, Finance and Cost Control

Answer questions from different financial records. X

Outline cash flow in the hospitality industry. X

Research ways to control costs in the hospitality industry.

X

11


CTE Program of Study: Hospitality and Tourism Specialization (If Applicable): PARKS AND RECREATION

STANDARD % SKILL SET/COMPETENCY REQUIRED COURSES FOR COMPLETION OF SPECIALIZATION 1086 Outdoor Education &

Resource Management 1125 Parks & Recreation Program

Management

Environmental Ethics and Stewardship

Meet requirements for completing a Leave No Trace Workshop through the Center for Outdoor Ethics.

X

Conduct educational activities for school children utilizing Leave No Trace principles.

X

Recreational Safety and Risk Management

Create risk assessments for various outdoor activities.

X

Identify and determine ways to manage risk during outdoor activities.

X

Perform emergency duties to protect human life, government property, and natural features of a park.

X

Organize and direct the activities of coworkers. X

Examine injured persons and administer first aid if necessary, using training and medical supplies/equipment.

X

Contact emergency medical personnel in case of serious injury or medical emergency.

X

Rescue distressed persons, using rescue techniques and equipment.

X

Patrol or monitor recreational areas such as trails, slopes, and swimming areas, on foot, in vehicles, or from towers.

X

Complete and maintain records of weather conditions, emergency medical treatments performed, and other relevant incident information.

X

Warn recreational participants of inclement weather, unsafe areas, or illegal conduct.

X

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Management

Inspect recreational equipment for safety hazards and damage or wear.

X

Organization of Activities Demonstrate safety procedures for various outdoor activities.

X

Demonstrate skills for various outdoor activities. X

Obtain certifications or assessments such as ATV Safety, Swift Water Rescue, Belaying, etc.

X

Select travel routes and sites to be visited based on knowledge of specific areas.

X

Conduct field trips to point out scientific, historic, and natural features of parks, forests, historic sites or other attractions.

X

Organize, lead, and promote interest in recreational activities such as arts, crafts, sports, games, camping, and hobbies.

X

Recreational Agencies Monitor visitors' activities to ensure compliance with establishment or tour regulations and safety practices.

X

Provide directions and other pertinent information to visitors.

X

Greet and register visitors, and issue any required identification badges or safety devices.

X

Perform routine maintenance on park structures.

X

Manage the daily operations of recreational facilities.

X

Supervise and coordinate the work activities of personnel, such as training staff members and assigning work duties.

X

Working with Park Staff Confer with park staff to determine subjects and schedules for park programs.

X

Assist with operations of general facilities, such as visitor centers.

X

13



Management

Plan, organize and direct activities of seasonal staff members.

X

Visitor Services Prepare brochures and write newspaper articles. X

Distribute brochures, show audiovisual presentations, and explain establishment processes and operations at tour sites.

X

Provide visitor services by explaining regulations; answering visitor requests, needs and complaints; and providing information about the park and surrounding areas.

X

14


CTE Program of Study: Hospitality and Tourism Specialization (If Applicable): HOSPITALITY, TRAVEL AND TOURISM

STANDARD % SKILL SET/COMPETENCY REQUIRED COURSES FOR COMPLETION OF SPECIALIZATION 0437 Hospitality and Tourism

Marketing 1015 Hospitality Products and

Services

Hospitality and Tourism Marketing and Sales

Identify the target market for the products and services.

X

Demonstrate the concept of market segmentation in the travel and tourism industry.

X

Confer with clients to provide marketing or technical advice.

X

Converse with customers to determine destination, mode of transportation, travel dates, financial considerations and accommodations required.

X

Plan, describe, arrange and sell packages and incentives.

X

Design and provide customers with brochures and publications containing travel information, such as local customs, points of interest or foreign country regulations.

X

Schedule use of facilities or catering services for events such as banquets or receptions and negotiate details of arrangements with clients.

X

Prepare required paperwork pertaining to departmental functions.

X

Identify, develop or evaluate marketing strategy, based on knowledge of establishment objectives, market characteristics and cost and markup factors.

X

Evaluate the financial aspects of product development, such as budgets, expenditures, research and development appropriations or return-on-investment and profit-loss projections.

X

15



Services

Track program budgets and expenses and campaign response rates to evaluate each campaign based on program objectives and industry norms.

X

Prepare and negotiate advertising and sales contracts.

X

Develop pricing strategies, balancing firm objectives and customer satisfaction.

X

Perform marketing and public relations activities.

X

Formulate, direct and coordinate marketing activities and policies to promote products and services, working with advertising and promotion managers.

X

Negotiate contracts with vendors or distributors to manage product distribution, establishing distribution networks or developing distribution strategies.

X

Meet with clients to schedule and plan details of conventions, banquets, receptions and other functions.

X

Use sales forecasting or strategic planning to ensure the sale and profitability of products, lines, or services, analyzing business developments and monitoring market trends.

X

Compare the segments of the industry: motels, hotels, conference centers, bed and breakfasts, resorts, etc.

X

Determine how cultural diversity affects the lodging industry.

X

Set prices for products and services. X

Analyze the cruise and airline industries relevant to customers’ requests.

X

16



Services

Review menus and analyze recipes to determine labor and overhead costs and assign prices to menu items.

X

Create a menu. X

Hospitality and Tourism Management

Monitor compliance with health and fire regulations and building maintenance in lodging and dining facilities.

X

Monitor the revenue activity of the hotel or facility.

X

Train staff members. X

Coordinate assignments of personnel. X

Observe and monitor staff performance to ensure efficient operations and adherence to facility's policies and procedures.

X

Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.

X

Coordinate front-office activities of hotels or motels and resolve problems.

X

Maintain supply inventories and keep inventory records.

X

Schedule staff hours and assign duties. X

Establish standards for personnel performance and customer service.

X

Participate in financial activities such as the setting of room rates, the establishment of budgets and the allocation of funds to departments.

X

Organize and direct worker training programs, resolve personnel problems, hire new staff and evaluate employee performance in dining and lodging facilities.

X

17



Services

Review work procedures and operational problems to determine ways to improve service, performance or safety.

X

Confer and cooperate with other managers to ensure coordination of hotel activities.

X

Assess staffing needs and recruit staff using methods such as newspaper advertisements or attendance at job fairs.

X

Organize and coordinate the work of staff and convention personnel for meetings to be held at a particular facility.

X

Hospitality and Tourism Promotion

Plan an event. X

Inspect layouts and advertising copy and edit scripts, audio and video tapes and other promotional materials for adherence to specifications.

X

Plan and prepare advertising and all promotional materials to increase sales of products or services, working with customers, company officials, sales departments and advertising agencies.

X

Gather and organize information to plan advertising campaigns.

X

Confer with department heads or staff to discuss topics such as contracts, selection of advertising media or product to be advertised.

X

Train and direct workers engaged in developing and producing advertisements.

X

Plan and execute advertising policies and strategies for organizations.

X

Compile lists describing product or service offerings.

X

18



Services

Monitor and analyze sales promotion results to determine cost effectiveness of promotion campaigns.

X

Hospitality and Tourism Economics

Compile, analyze and report data to explain economic phenomena and forecast market trends.

X

Study the socioeconomic impacts of new public policies, such as proposed legislation, taxes, services and regulations.

X

Examine how tourism financially impacts the economy on both the state and national levels.

X

Record the number, type and cost of items sold to determine which items may be unpopular or less profitable.

X

Provide advice and consultation on economic relationships to businesses, public and private agencies and other employers.

X

Conduct economic or commercial surveys to identify potential markets for products or services.

X

Organization of Hospitality Service

Analyze how hospitality trends affect hospitality operations.

X

Create an organizational diagram of staffing in the front-of-the house and back-of-the-house of both foodservice and lodging hospitality service industry.

X

Prepare a chart of professional associations and student organizations that are important to the hospitality industry.

X

Create a report about the importance of customer satisfaction and the six characteristics that customer-focused employees utilize to develop quality and consistent service.

X

19



Services

Create a presentation about customer service and what qualities make successful hospitality employees.

X

Role play different “critical moments” service encounters that an employee might encounter in the hospitality industry.

X

Entrepreneurship Discuss small business opportunities in hospitality service.

X

Research entrepreneurship opportunities in the hospitality field.

X

Outline the governmental regulations for operating a hospitality business.

X

Chart the process of developing of a business plan.

X

Research the past, present, and future of the hospitality service industry.

X

Ethics and Customer Service Discuss the relevance of ethical behavior in the workplace.

X

Discuss the ramifications of unethical behavior in the workplace.

X

Outline seven questions that can help make ethical questions.

X

Collaborate with other students to develop work ethic guidelines for a hospitality business.

X

Explain four common law rights that guests are guaranteed.

X

Setup and Maintaining Techniques

Demonstrate the setup of tables for different types of banquet service.

X

Demonstrate different plating/table dressing techniques relative to different types of functions.

X

Choose décor and table décor relative to the type of function.

X

20



Services

Outline steps to breakdown a banquet room. X

Restock side station items. X

Describe major functions of the rooms division. X

Identify tasks of maintaining guest and public rooms.

X

Beverage and Equipment Operate hot and cold beverage equipment. X

Prepare cold beverage equipment for service. X

Develop a preparation chart of specialty beverages.

X

Dining Environments

Outline five different types of dining environments.

X

Explain the characteristics of various types of meal service.

X

Demonstrate proper dining etiquette. X

Demonstrate the different styles of meal service. X

Serving Techniques in Food and Beverage

Demonstrate proper techniques for serving food and beverages.

X

Demonstrate proper techniques for taking customer orders.

X

Demonstrate how to use suggestive selling to increase sales.

X

Calculate customer checks. X

Demonstrate proper presentation techniques when giving checks to customers.

X

Demonstrate service skills that provide exceptional customer service.

X

Discuss how an employee can use time/motion effectively.

X

The Lodging Industry Outline lodging business and service concepts. X

Demonstrate skills for guest and public room service.

X

Identify and explain characteristics and functions in lodging guest and public room service.

X


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CTE Program of Study: Hospitality and Tourism Specialization (If Applicable): ADVENTURE TOURISM

STANDARD % SKILL SET/COMPETENCY REQUIRED COURSES FOR COMPLETION OF SPECIALIZATION 0438 Adventure Tourism 1086 Outdoor Education

Introduction to Adventure Tourism

Discuss what makes adventure tourism different than other forms of tourism.

X

Examine qualities and characteristics of the adventure tourism industry.

X

Outline why people choose adventure tourism. X

Types of Adventure Tourism research each type of adventure tourism X

present examples of each type of adventure tourism

X

participate in adventure tourism activities X

Adventure Resorts versus Guiding Services

Site visit and experience both adventure resorts and guiding services.

X

Research price and trip differences between each adventure resorts and guiding services.

X

Insurance and Permitting

Research insurance and permits for an adventure tourism site in WV.

X

Fill out insurance applications for an adventure tourism event, trip or activity.

X

Review different waivers for adventure tourism in WV.

X

Careers in Adventure Tourism

Complete a job search in the adventure tourism field.

X

Develop a portfolio for use with applying for adventure tourism internships and work-based.

X

Participate in trainings and certifications specific to adventure tourism.

X

Risk and Crisis Management

Create risk assessments for different adventure tourism activities.

X

Develop risk management plans for each different type of adventure tourism.

X

22


Participate in adventure tourism activities and take notes on risk management.

X

Adventure Tourism Management

Observe an adventure tourism organization.

X

Environmental Ethics and Stewardship

Meet requirements for completing a Leave No Trace Workshop through the Center for Outdoor Ethics.

X

Conduct educational activities for school children utilizing Leave No Trace principles.

X

Recreational Safety and Risk Management

Create risk assessments for various outdoor activities.

X

Identify and determine ways to manage risk during outdoor activities.

X

Perform emergency duties to protect human life, government property, and natural features of a park.

X

Organize and direct the activities of coworkers. X

Examine injured persons and administer first aid if necessary, using training and medical supplies/equipment.

X

Contact emergency medical personnel in case of serious injury or medical emergency.

X

Rescue distressed persons, using rescue techniques and equipment.

X

Patrol or monitor recreational areas such as trails, slopes, and swimming areas, on foot, in vehicles, or from towers.

X

Complete and maintain records of weather conditions, emergency medical treatments performed, and other relevant incident information.

X

Warn recreational participants of inclement weather, unsafe areas, or illegal conduct.

X

23


Inspect recreational equipment for safety hazards and damage or wear.

X

Organization of Activities Demonstrate safety procedures for various outdoor activities.

X

Demonstrate skills for various outdoor activities. X

Obtain certifications or assessments such as ATV Safety, Swift Water Rescue, Belaying, etc.

X

Select travel routes and sites to be visited based on knowledge of specific areas.

X

Conduct field trips to point out scientific, historic, and natural features of parks, forests, historic sites or other attractions.

X

Organize, lead, and promote interest in recreational activities such as arts, crafts, sports, games, camping, and hobbies.

X

24


CTE Program of Study: Hospitality and Tourism Specialization (If Applicable): ENTREPRENEURSHIP

STANDARD % SKILL SET/COMPETENCY REQUIRED COURSES FOR COMPLETION OF SPECIALIZATION 1220 Hospitality Entrepreneurship

Applications 1445 Management and

Entrepreneurship

Entrepreneurial Processes Explain tools used by entrepreneurs for venture planning.

X

Assess start-up requirements and risks associated with venture.

X

Describe external resources useful to entrepreneurs during concept development.

X

Assess the need to use external resources for concept development.

X

Describe strategies to protect intellectual property.

X

Use components of a business plan to define venture idea.

X

Select sources to finance venture creation/start-up.

X

Explain factors to consider in determining a venture's human-resource needs.

X

Describe considerations in selecting capital resources.

X

Acquire capital resources needed for the venture.

X

Assess the costs/benefits associated with resources.

X

Create a hospitality based innovative business. X

Entrepreneurial Traits and Behaviors

Demonstrate integrity, initiative, responsible behavior and ethical work habits.

X

Exhibit passion for goal attainment. X

Recognize others' efforts. X

Lead others using positive statements. X

Develop team spirit. X

Enlist others in working toward a shared vision. X

25



Entrepreneurship

Share authority, when appropriate. X

Value diversity. X

Maintain positive attitude, interest and enthusiasm.

X

Develop an orientation to change. X

Demonstrate problem-solving and decisions making skills.

X

Assess risks. X

Assume personal responsibility for decisions. X

Use time-management principles. X

Develop tolerance for ambiguity. X

Use feedback for personal growth. X

Demonstrate creativity. X

Set personal goals. X

Professional Development

Evaluate career opportunities based on current/future economy.

X

Select and use sources of career information. X

Explain employment opportunities in entrepreneurship.

X

Resources that can contribute to professional development.

X

Describe techniques for obtaining work experience (volunteer activities, internships).

X

Explain possible advancement patterns for jobs. X

Use networking techniques for professional growth.

X

Communications and Interpersonal Skills

Apply effective listening skills.

X

Use proper grammar and vocabulary. X

Reinforce service orientation through communication.

X

Demonstrate effective verbal communications. X

Address people properly. X

Handle telephone calls in a businesslike manner. X

26



Entrepreneurship

Make oral presentations. X

Respect the privacy of others. X

Explain ethical considerations in providing information.

X

Treat others fairly at work. X

Value cultural sensitivity and diversity. X

Foster positive working relationships. X

Participate as a team member. X

Demonstrate self-control. X

Show empathy for others. X

Use appropriate assertiveness. X

Demonstrate negotiation skills. X

Interpret business policies to customers/clients. X

Handle customer/client complaints. X

Explain the nature of stress management. X

Business Concepts and Activities

Describe types of business activities.

X

Explain types of businesses. X

Explain opportunities for creating added value. X

Determine issues and trends in business. X

Describe crucial elements of a quality culture/continuous quality improvement.

X

Describe the role of management in the achievement of quality.

X

Explain the nature and scope of operations management.

X

Economics

Distinguish between economic goods and services.

X

Explain the factors of production. X

Explain the concept of scarcity. X

Explain the concept of opportunity costs. X

Describe the nature of economics and economic activities.

X

27



Entrepreneurship

Determine forms of economic utility created by business activities.

X

Explain the principles of supply and demand. X

Describe the concept of price. X

Describe cost/benefit analysis. X

Explain measures used to analyze economic conditions.

X

Assess factors affecting a business's profit. X

Determine the impact of small business/entrepreneurship on West Virginia’s economy.

X

Accounting, Finance and Money Management

Establish financial goals and objectives

X

Explain accounting standards (GAAP). X

Prepare estimated/projected income statement. X

Prepare estimated/projected balance sheet. X

Explain the purposes and risks of obtaining business credit.

X

Make critical decisions regarding acceptance of bank cards.

X

Explain the nature of overhead/operating expenses.

X

Determine financing needed to start a business. X

Explain sources of financial assistance. X

Explain loan evaluation criteria used by lending institutions.

X

Develop and monitor budget. X

Information Management and Acquisition

Evaluate credibility of internet resources.

X

Explain the nature of e-commerce. X

Develop basic website. X

Explain the nature of business records, including daily financial transactions and taxes.

X

28



Entrepreneurship

Use personal information management/productivity applications.

X

Determine venture's technology needs. X

Risk Management Determine business's liabilities. X

Explain ways to transfer risk. X

Research intellectual property rights. X

Select form of business ownership. X

Research legal documents for business operations.

X

Describe the nature of businesses' reporting requirements.

X

Describe workplace regulations (including OSHA, ADA).

X

Develop strategies for legal/government compliance.

X

Supervision and Management Careers

Identify the characteristics of a manager.

X

Predict the major demographic and societal trends that will affect supervisors/managers in the future.

X

Determine the difficulties supervisors/managers face in fulfilling managerial roles.

X

Management Functions

Identify the functions utilized in management.

X

Analyze mission and vision statements. X

Distinguish amongst strategic, tactical and operational plans.

X

Communication Skills Diagram the communication process. X

Compare the formal, informal, horizontal and vertical channels of communication.

X

Demonstrate effective communication skills including overcoming barriers to communication.

X

29



Entrepreneurship

Employee Motivation Techniques

Compare various motivational theories.

X

apply Theory X and Theory Y. X

Examine motivational factors according to Maslow’s Hierarchy of Needs.

X

Contrast job rotation, job enlargement and job enrichment.

X

Research the significance of Total Quality Management (TQM).

X

Determine the concepts of authority, delegation, responsibility, accountability and power in management.

X

Differentiate amongst delegation, responsibility and accountability.

X

Entrepreneurship Concepts

Identify unique characteristics of an entrepreneur.

X

Point out entrepreneurial opportunities. X

Evaluate the risks and rewards of an entrepreneur.

X

Business Plan Development Outline the sections of a business plan. X

Write a business plan. X

Present a business plan. X

Classify types of business ownership. X

Research options for business startup including franchising, purchasing an existing business and starting a business from scratch.

X

Explore business opportunities including domestic and international business.

X

Contrast economic systems and measurements. X

Explain the rights of a free enterprise system. X

Marketing Plan Develop a demographic study to determine a market.

X

Determine market potential. X

Classify direct and indirect competition. X

30



Entrepreneurship

Distinguish between competitive strengths and weaknesses.

X

Select a proper business location. X

Contrast the different types of goods and services.

X

Implement the marketing concept. X

Determine market segmentation and target marketing.

X

Articulate the components of the marketing mix. X

Identify factors that affect price. X

Demonstrate different pricing strategies. X

Compute price. X

Financial Plan Outline sections of a financial plan. X

Compute capital needs. X

Prepare financial statements. (e.g., income statement, balance sheet, cash flow statement)

X

Examine financial statements to ascertain financial health of a business.

X

Examine parts of an accounting system. X

Compute personal net worth. X

Assess personal financial assets available. X

Outline potential sources of debt and equity capital.

X

Management Plan

Develop an organizational chart illustrating a chain of command.

X

Implement effective small business recruiting. X

Prioritize staffing needs. X

Debate employment laws. X

Diagram results of revenue. X

Predict the impact of revenue on inventory, personnel, insurance and promotion.

X

Develop inventory procedures. X

Explore resources available for small business assistance.

X

31



Entrepreneurship

Identify government regulations. X

Research business risks and prevention control. X

Assess components of a legally enforceable contract.

X

Debate business ethics and social responsibility. X

32


CTE Program of Study: Hospitality and Tourism Specialization (If Applicable): LODGING MANAGEMENT

This program of study uses materials and resources that are proprietary. A link to the secondary hospitality and tourism programs developed by the American Hotel and Lodging Association- Educational Institute are found at this link:

https://www.ahlei.org/Programs/High-School-Program-(HTMP)

STANDARD SKILL SET/COMPETENCY REQUIRED COURSES FOR COMPLETION OF SPECIALIZATION 1203 Front Office Foundations 1205 Lodging Leadership

Management

Hospitality & Tourism 1.1 Describe the changes hospitality and tourism have experienced in modern times.

X

1.2 Explain how hospitality and tourism depend on one another for success.

X

1.3 Describe the social impact of global travel and business on hospitality and tourism.

X

1.4 Describe the scope of industry services available for today’s traveler.

X

1.5 Explain the need for respect and value for all guests by the hospitality and tourism industry.

X

1.6 Explain the purpose of quality guest service in the hospitality and tourism industry.

X

1.7 Identify the types of hotels available to hospitality and tourism guests.

X

Careers in Hospitality 2.1 Identify the career options available to a person seeking to build a career in hospitality and tourism.

X

2.2 Identify the type of person found working in the hospitality and tourism industry.

X

2.3 Identify the importance of expertise building through on-the-job experience.

X

2.4 Identify the type of potential careers available in the hospitality and tourism industry. Explain the various career paths available in the hospitality and tourism industry.

X

2.5 Explain the role of the hospitality professional. X

https://www.ahlei.org/Programs/High-School-Program-(HTMP)

33


Management

2.6 Explain the skills and responsibilities of a guest service professional.

X

2.7 Understand how to build a successful resume or portfolio.

X

2.8 Identify the steps required during the interview process.

X

2.9 Explain the importance of ethics in the workplace.

X

2.1 Identify the ways to build positive self-esteem. X

Guest Cycle 3.1 Identify the tasks performed during pre-arrival, arrival, occupancy, and departure stages of the guest cycle.

X

3.2 Identify how a seamless guest experience is managed by employees and the property.

X

3.3 Identify how the emotional engagement of guests is influenced by each stage of the guest cycle.

X

3.4 Explain how to determine guests’ wants and needs in order to meet and exceed expectations with the global traveling public.

X

Guest Cycle Experience 4.1 Identify the reason for encouraging repeat guest business.

X

4.2 Identify the stages of the guest experience cycle and the activities associated with each stage.

X

4.3 Identify the purpose for providing seamless guest experiences.

X

4.4 Identify the components used in above-and-beyond guest service.

X

4.5 Explain the role of guest recovery during the handling of guest complaints, issues, or problems.

X

4.6 Explain how and why guest satisfaction measurements help a business to run smoothly and profitably.

X

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Management

Financial Processes and the Guest Cycle

5.1 Identity the need for protecting the guest’s right to privacy. Identity the need for protect guests against identity theft and fraud.

X

5.2 Explain the financial transactions that occur during the guest cycle.

X

5.3 Identify the type of sensitive guest information at risk during a financial transaction.

X

5.4 Identify the financial processes used to protect guest privacy. Explain the financial purpose of an employee code of conduct.

X

5.5 Identify the financial opportunities for employees to influence guest spending during the guest cycle.

X

Communication 6.1 Identify the purpose of implementing effective communication systems. Explain the role of tact and diplomacy in effective communication.

X

6.2 Identify the various forms of communication. X

6.3 Explain the reasons for communicating clearly and effectively with guests.

X

6.4 Explain the effect of verbal and nonverbal communication on guests and co-workers. Explain the importance of office etiquette to the hospitality and tourism industry.

X

6.5 Identify the rules of written and electronic communication skills.

X

6.6 Identify the seven barriers to effective communication.

X

6.7 Identify the purpose of interdepartmental communication methods. Identify the purpose of a Community Center in hospitality and tourism operations.

X

Front Office Operations

7.1 Identify the responsibilities of the front office and the front desk along with the role each plays with guests.

X

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Management

7.2 Explain the structure of the rooms division and the two departments assigned to the division.

X

7.3 Identify the categories under which the front office manager’s responsibilities fall.

X

7.4 Identify the job positions that report through the front office.

X

7.5 Identify the additional areas of responsibility typically performed by the front desk or front office employees.

X

7.6 Describe the key functions of the front desk operation and the nine steps of the registration cycle.

X

7.7 Identify the financial processes, and when each should occur, during the financial reporting cycle.

X

7.8 Explain the need for performance standards for front desk and front office employees.

X

7.9 Identify the types of room rate systems used by hotels.

X

Executive Housekeeping Operations

8.1 Identify the scope of responsibilities handled by the housekeeping department.

X

8.2 Identify the functions and responsibilities of the executive housekeeper along with how to apply productivity and performance standards to housekeeping positions.

X

8.3 Identify the correct process for guestroom cleaning, room inspections, and reporting of maintenance issues.

X

8.4 Identify job positions reporting to the executive housekeeper.

X

8.5 Describe how to calculate, track, order, and issue recycled and non-recyclable inventory items to maintain par numbers.

X

36


Management

8.6 Identify the formulas used to manage housekeeping inventories and the purpose of each.

X

8.7 Identify par levels and the role of the laundry cycle in storing, issuing, and tracking for the linen inventory.

X

8.8 Identify common green practices used by the housekeeping department.

X

Facilities Management 9.1 Identify the role of the facilities management department at a hotel. Identify the responsibilities of the facilities management department.

X

9.2 Identify the primary responsibilities of the chief engineer in overseeing the operation of the facilities management department

X

9.3 Explain the importance of a well-maintained property for both the interior and exterior spaces.

X

9.4 Explain the purpose of facilities management regularly scheduling and performing preventive maintenance, routine inspections, and manufacturer-recommended maintenance on systems, equipment, and other high-cost items. Identify the process for reporting, completing, and tracking repairs by the facilities management department

X

9.5 Identify the role of year-round routine maintenance for grounds, landscaping, high-traffic guest areas, and snow clearing.

X

9.6 Discuss the four key planning areas for an emergency preparedness plan along with the role of maintaining emergency backup systems at a hotel.

X

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Management

9.7 Identify the three E’s of green initiatives and most common green practices that fall under the facilities management department.

X

Food and Beverage Services 10.1 Identify the restaurant industry’s position as a major source of jobs in the U.S.

X

10.2 Identify the purpose for type of service, menu options, and cost in each of the five main categories of food service outlets.

X

10.3 Explain the guest and employee segments of the food and beverage guest cycle.

X

10.4 Explain the need for implementing, and consistently using, financial controls for labor costs, food costs, menu pricing, and cash control in a food and beverage operation.

X

10.5 Identify the ADA requirements that typically affect a food and beverage operation.

X

10.6 Identify the purpose of safety and sanitation in food service operations and the need for a written Sanitation Risk Management (SRM) program such as HACCP.

X

10.7 Identify the four main styles of table service and the purpose of each.

X

10.8 Explain the goal of providing excellent food to food service operations.

X

10.9 Identify the need for responsible beverage operations, the role of a dram law, and liabilities, legalities, and responsibilities servers, bartenders, restaurants, bars, lounges, and other beverage service providers’ face when serving alcohol.

X

10.10 Explain the role of banquets, catering, and special events in food and beverage operations.

X

10.11 Identify the ten most common green practices used by food and beverage facilities.

X

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Management

Resort Operations 11.1 Identify the purpose of resorts, cruise lines, recreational vehicles, and tent camping in the hospitality and tourism industry.

X

11.2 Identify the types of resorts and the target guest markets attracted to each type.

X

11.3 Identify the role of cruise ships in the hospitality and tourism industry, the types of ships, and the target guest market for each type.

X

11.4 Identify the role of recreational vehicles (RVs) and tent camping in the hospitality and tourism industry, the type of RVs available, and the target guest market for both RVs and tent camping travel.

X

11.5 Explain the purpose of using internal resources for sources of guest experiences and the purpose of building strong partnerships with outside businesses, agencies, and other sources for guest activities.

X

Operations Finance 12.1 Identify the financial goal of a hotel or lodging property.

X

12.2 Identify the key difference between a revenue center and a cost center along with the areas belonging to each.

X

12.3 Identify the steps required to complete a night audit and the role of the night auditor in the process.

X

12.4 Identify the purpose of the occupancy percentage (OP), average daily rate (ADR), and revenue per available room (RevPAR) as key night audit calculations.

X

12.5 Explain the purpose of calculating the yield statistic each day and the reason for comparing it to the occupancy percentage.

X

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Management

12.6 Identify green practices which will reduce a hotel’s carbon footprint and also reduce operating costs.

X

Marketing

13.1 Identify the marketing activities used in the hospitality and tourism industry; know the difference between marketing and advertising.

X

13.2 Identify the role of marketing in the hospitality and tourism industry and the purpose of measuring return on investment (ROI) for all marketing efforts.

X

13.3 Identify the four Ps of marketing and the role of each in the development of a marketing plan.

X

13.4 Identify the purpose of analyzing market segments when deciding which target market to focus on when build a marketing plan, strategy, and message.

X

13.5 Explain the use of demographics and psychographics in researching and positioning products for specific market segments or target markets.

X

13.6 Identify the purpose of communicating marketing messages to guests.

X

13.7 Explain the role of ethics and ethical practices in hospitality and tourism marketing.

X

13.8 Explain the purpose of implementing green practices as part of the marketing plan, strategy, or message.

X

Sales

14.1 Identify the role of sales in the hospitality and tourism industry.

X

14.2 Identify the key objectives and various tasks of a hospitality and tourism sales department.

X

14.3 Identify the structure and positions found in a hospitality and tourism sales department.

X

40


Management

Explain the responsibilities of a hospitality and tourism sales professional.

14.4 Identify the purpose of prospecting and the role of the Internet, networking, relationship building, strategic alliances, and referrals in hospitality and tourism sales.

X

14.5 Identify the types of sales, the purpose of upgrading sales, and the role of specialty sales in hospitality and tourism.

X

Operational Safety 15.1 Identify the purpose of maintaining a safe, healthy environment for guests and employees.

X

15.2 Identify the role of occupational safety and the purpose of a job safety analysis report in providing safe work conditions to employees.

X

15.3 Explain the risk management process and the use of the 14 elements of a health and safety program in the workplace.

X

15.4 Identify the role of the Occupational Safety and Health Administration (OSHA) in ensuring a safe and healthy work environment for all American workers by overseeing Hazardous Materials Communication (HazCom) Standards.

X

15.5 Identify the safety policies and procedures regarding operational safety for slips, trip, and falls along with fire safety and safe lifting.

X

Security 16.1 Explain the role of security in protecting people and property during criminal, severe weather, and emergency situations.

X

16.2 Identify the security functions of providing reasonable care under the innkeepers’ laws requiring hotels to provide travelers with a safe haven at night.

X

41


Management

16.3 Identify the roles of a hotel’s security officers and managers in protecting people and property.

X

16.4 Describe the role of security in maintaining control over both metal and electronic key systems for a property.

X

16.5 Identify the types of emergencies common during daily operations that are handled by the security team.

X

16.6 Identify the role of emergency preparedness to guarantee an emergency response plan is in place for a variety of potentially life-threatening emergency situations.

X

Preparing for a Leadership Career

1.2 List the advantages and disadvantages of a career in hospitality and tourism, and list the benefits for choosing a career in this industry

X

1.3 Describe segments of the hospitality and tourism industry, and explain the process for selecting an industry segment in which to work.

X

1.4 Identify the types of leadership positions available in the hospitality and tourism industry.

X

1.5 Identify traits of effective leaders. X

1.6 Define traditional management styles. X

1.7 Explain the importance of varying your leadership style in response to organizational needs.

X

Hospitality & Tourism Leadership

2.2 Identify 21st century leadership styles. X

2.3 Identify why leaders must create leadership development goals and a path for meeting those goals.

X

2.4 Define power and empowerment, and describe how these concepts tend to play out in centralized and decentralized organizations.

X

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Management

2.5 Explain the need for respect and value for diversity in the hospitality and tourism industry.

X

2.6 Describe how managers can lead employees to meet the needs of global guest audiences.

X

2.7 Analyze the challenges and opportunities in welcoming diverse cultures to your property.

X

Leadership and the Guest Cycle

3.2 Identify the leadership skills and processes that lead to a seamless guest cycle.

X

3.3 Describe how employee empowerment contributes to effective guest recovery.

X

3.4 Explain how problem solving contributes to leadership processes in hospitality and tourism.

X

Managing the Guest Experience Cycle

4.2 Describe why modeling inclusive behavior is an important skill for hospitality and tourism managers.

X

4.3 Identify how managers should apply property standards to the guest experience.

X

4.4 Identify the role of Guest Service Measurement (GSM) in managing the guest experience.

X

4.5 Explain how a manager leads a GOLD guest service team.

X

4.6 Describe the benefits of green practices and the role hospitality and tourism managers play in implementing them.

X

Leadership, Employees and Communication

5.2 Describe the purpose of a mission statement. X

5.3 Explain the importance of communicating the purpose and role of their job positions to employees.

X

5.4 Identify the steps involved in setting performance goals and ensuring that employee performance meets property standards.

X

5.5 Describe proper workplace etiquette for listening, speaking, and writing.

X

43


Management

5.6 Explain communication strategies that can help managers deal with difficult employees.

X

5.6 Review the sources of conflict and describe basic strategies that can be used to manage conflict.

X

5.7 Define different aspects of guest communication.

X

5.8 Explain why media training for leaders in hospitality and tourism is necessary.

X

Front Office Leadership 6.2 Identify the key duties and responsibilities of the front office manager.

X

6.3 Identify the reports attached to the night audit process.

X

6.4 Describe how labor costs are managed by the front office.

X

6.5 Explain the role of job descriptions and specifications in measuring employee performance.

X

6.6 Summarize the role of the front desk in selling to guests.

X

6.7 Identify green practices that can be initiated and implemented by the front office.

X

Managing Housekeeping Operations

7.1 Identify which positions report to the executive housekeeper.

X

7.2 Identify the duties and responsibilities of the executive housekeeper.

X

7.3 Explain how the housekeeping department manages the budget process.

X

7.4 Identify methods housekeeping management can implement to control labor and linen expenses.

X

7.5 Describe how the executive housekeeper develops, communicates, and monitors performance standards for housekeeping staff.

X

44


Management

7.6 Explain how the training of housekeeping staff is conducted.

X

7.7 Discuss housekeeping management’s role in promoting sustainable green practices.

X

Leadership and Facilities Management

8.2 Summarize the duties and responsibilities of the chief engineer.

X

8.3 Analyze how ADA improvements affect the budgetary process.

X

8.4 Identify various measures facilities managers can take to manage and conserve energy.

X

8.5 Describe common emergency systems and their associated maintenance procedures.

X

8.6 Explain the benefits of using green building materials.

X

8.6 Identify ways the facilities management team can reduce a property’s carbon footprint.

X

Food and Beverage Service Leadership

9.2 Identify the organizational structures of various food and beverage operations and describe how restaurants attract and retain staff.

X

9.3 Explain the steps involved in menu planning and menu design, and explain the value of periodic menu evaluation.

X

9.4 Describe procedures and issues involved with purchasing, receiving, storing, issuing, and controlling food and beverage operation supplies and equipment.

X

9.5 Describe the process of planning the design and choosing the décor of food and beverage operations, and summarize the cleaning process.

X

9.6 Describe the critical role of food sanitation in food and beverage operations, and outline workplace safety responsibilities of managers.

X

9.7 Discuss labor and revenue control, and explain how food and beverage managers forecast sales.

X

45


Management

9.8 Explain how food and beverage operations are addressing requests for healthier food options, sustainable foods, and food allergy issues.

X

Managing Banquets and Catered Events

10.1 Outline the types of positions available to event planners, and describe the benefits of banquets and catered events for food and beverage operations.

X

10.2 Explain how banquets and catered events are booked and planned, and describe function books, contracts or letters of agreement, and function sheets.

X

10.3 Summarize how banquet and catering operations prepare to provide service to clients during an event, from setting up function rooms to scheduling staff members, and preparing, plating, and storing food.

X

10.4 List challenges that managers and staff members face during banquets, and list examples of protocol issues.

X

10.5 Describe the types of controls that banquet managers must practice, and explain how guest comments can be collected and used.

X

Human Resources 11.2 Identify the four basic rules in preparing for interviews, and assess the strengths and weaknesses of different types of interview approaches, and differentiate between closed-ended and open-ended questions.

X

11.3 Identify the employment laws that impact the hospitality and tourism industry and the role of human resources managers in applying these laws.

X

11.4 Distinguish between direct and indirect compensation, and identify factors that influence pay.

X

46


Management

11.5 Explain the concept of corporate social responsibility, and describe examples of how hospitality and tourism companies are including corporate social responsibility initiatives in their organizations.

X

Managing Operational Finance

12.1 Discuss how revenue centers and cost centers are managed to ensure a property’s profitability.

X

12.2 Identify the components of income statements and balance sheets.

X

12.3 Distinguish between operations and capital budgets and explain how to use each appropriately.

X

12.4 Explain the purpose of revenue management in the hospitality and tourism industry.

X

12.5 Use productivity standards and staffing guides to manage labor costs.

X

12.6 Identify the tax responsibilities a hospitality and tourism leader must manage.

X

Marketing 13.1 Describe the organization of marketing departments, and explain management’s role in marketing.

X

13.2 Summarize the marketing mix: the four Ps and the four Cs.

X

13.3 Identify the steps of a marketing plan. X

13.4 Describe the channels of distribution within the hospitality and tourism industry.

X

13.5 Explain how to prepare a marketing budget. X

13.6 Identify trends that affect marketing in the hospitality and tourism industry.

X

Sales 14.2 Describe training techniques managers can use to build an effective sales team.

X

14.3 Identify the methods used to manage an effective sales team.

X

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Management

14.4 List the tools and processes used to sell to global audiences.

X

14.5 Outline the needs of special market segments and the sales strategies used to reach those segments.

X

14.6 Summarize strategies for selling to the digital traveler.

X

Safety 15.1 Describe why workplace safety is a significant responsibility of the hospitality and tourism manager.

X

15.2 Explain the benefits of a workplace safety committee, its goals, and its communication processes.

X

15.3 Define risk management, and identify the steps of the risk management process.

X

15.4 Identify ways to follow OSHA requirements. X

Security 16.1 Describe how security should be used as a management tool.

X

16.2 Explain how surveillance, safe deposit boxes, and access control measures are used to protect guests and assets.

X

16.3 Summarize the nature of employee security issues, and identify the role of human resources in dealing with them.

X

16.4 Identify what should be considered in an emergency preparedness plan, and detail the role of the media relations spokesperson.

X

Documents

CTE Program of Study: Hospitality and Tourism · Adventure Tourism Hospitality Entrepreneurship Lodging Management General Hospitality and Tourism Technical Skills 13% Demonstrate