Practical Arts |
High School
Course Information
Hospitality & Tourism Management I
This program introduces students to an industry that encompasses lodging, travel and tourism, recreation, amusements, attractions, and food/beverage operations. The hospitality and tourism industry maintains the largest national employment base in the private sector. Students use knowledge and skills that meet industry standards to function effectively in various positions within this multifaceted industry. Students will explore the history of the hospitality and tourism industry and examine characteristics needed for success in that industry.
| Subject: | Practical Arts |
| State Number: | 000 |
| Course Credits: |  Full Credit (1.0) Course |
| Course Options: |
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| NCAA: |
Semester 1
Unit 1: What is Hospitality?
Description: Hospitality reflects acts of warmth and kindness towards others. It’s all about making people feel welcome and appreciated. In this unit you will learn about the history of the hospitality and tourism industry and the impact it has on the economy.
Course Level Objectives:
- Identify and compare services and products from related industries to understand how they affect hospitality and tourism products and services.
- Trace the development of the hospitality and tourism industry to understand the overall structure.
- Disseminate travel-related information from a variety of domestic and international sources.
- Summarize the significance of body language and personal space in different cultures.
- Identify management styles within a variety of organizational structures.
- Identify ethical issues and concerns in the hospitality and tourism career field.
- Utilize travel and tourism terms appropriately to guide customizing services for guests.
Unit 2: Careers in Hospitality and Tourism
Description: It’s never too early to begin thinking about your career in the hospitality and tourism industry. There are a wide variety of jobs in this industry. Do you enjoy interacting with people and making others happy? If this describes you, then this is the right industry for you. In this unit, you will discover the many career options and pathways that lead to obtaining a career in the hospitality and tourism industry.
Objectives:
- Evaluate maintenance issues to determine if special training of personnel is required.
- Utilize travel and tourism terms appropriately to guide customizing services for guests.
- Describe the role of the service provider to ensure customer satisfaction.
- Summarize unique career opportunities in recreation, amusements, and attractions by gathering occupational information for each venue.
- Examine entry-level, skilled level and supervisory positions and the qualifications and skills needed for different levels of hospitality and tourism employment.
- Identify steps needed to obtain a job in the restaurant and foodservice industry.
Unit 3: Welcoming Guests
Description: The hospitality and tourism industry is a people industry. The word “hospitable” means to be welcoming. Interacting with guests is a must in this industry. In this unit, you will learn how to provide quality service.
Objectives:
- Demonstrate hospitality and tourism customer service skills that meet customers’ needs.
- Integrate the principles of customer service to positively impact organizational performance.
- Describe the role of the service provider to ensure customer satisfaction.
- Select the most effective communication technique and media venue to convey travel marketing information to a target audience.
- Use customer comments to guide customer satisfaction policies.
- Utilize phrasing and other methods for communication that dispel misunderstandings and defuse difficult situations.
- Identify ethical issues and concerns in the hospitality and tourism career field.
- Utilize alternate media venues to promote the product or service to the customer/guest.
Unit 4: Workplace Skills & Expectations
Description: You’ve heard about etiquette. In reality, it’s not much different than good manners. In this unit you will be introduced to the concept of workplace etiquette and how it applies to hospitality and tourism careers, workplace interactions, and communications.
Objectives:
- Identify overall safety procedures necessary to maintain a safe work area.
- Describe the role of the service provider to ensure customer satisfaction.
- Establish and maintain effective working relationships with all levels of personnel and other departments to provide effective services to guests.
- Identify behaviors and personal habits needed to retain a job in the restaurant and food service industry.
- Use basic academic skills to perform effectively in the workplace.
- Utilize critical thinking to make sense of problems and persevere in solving them.
- Work productively in teams while using cultural global competence.
- Attend to personal health and financial well-being.
- Understand verbal and nonverbal communications to provide a positive experience for guests.
- Manage unexpected situations to ensure continuity of quality services.
- Apply listening, reading, writing and speaking skills to enhance operations and customer service in food and beverage service facilities.
- Identify ethical issues and concerns in the hospitality and tourism career field.
Unit 5: Introduction to the Lodging Industry
Description: The lodging industry is made up of many types of properties that provide overnight accommodations to guests. This unit describes the classifications of hotels, the various departments that make up a hotel, and the leadership positions available in lodging.
Objectives:
- Analyze the organization and structure of different types of lodging.
- Compare and contrast diverse lodging options to increase customer choice.
- Examine entry-level, skilled level and supervisory positions and the qualifications and skills needed for different levels of hospitality and tourism employment.
- Contrast entry-level, skilled level, and managerial positions in the lodging industry to distinguish qualifications and characteristics needed for each type of position.
- Describe how the essential departments of a lodging operation work cooperatively to meet guest service standards.
- Analyze the organization and structure of different types of lodging.
- Explain the lodging product. Identify the components of the lodging product.
- Compare and contrast diverse lodging options to increase customer choice.
Unit 6: The Front Office
Description: The front office is the most visible department in a hotel. It’s where guests are welcomed to the property. Front office staff had more contact with guests than staff in other departments. This unit provides a greater understanding of the organization and responsibilities of the front office, the role of the front office manager, and the night audit and accounting processes.
Objectives:
- Identify management styles within a variety of organizational structures.
- Demonstrate the proper use of telecommunications equipment to manage calls.
- Utilize telephone and facsimile resources to optimize guest service.
- Evaluate current and emerging technological services to improve guest service.
- Describe the role of a cashier in facilitating cash control.
- Explain how availability, room status, and other operating guidelines affect the assignment of guestrooms.
- Explain how forecasting is used to maximize occupancy levels.
- Utilize critical thinking to make sense of problems and persevere in solving them.
- Utilize phrasing and other methods for communication that dispel misunderstandings and defuse difficult situations.
- Describe the role of the service provider to ensure customer satisfaction.
- Select the most effective communication technique and media venue to convey travel marketing information to a target audience.
- Explain the importance of check-out procedures, including verifying settlement of accounts, to ensure guest satisfaction.
- Explain account settlement procedures for different types of payment.
- Explain the types and functions of keys to control levels of access.
- Explain how key control measures are used to protect guests.
- Identify access control procedures to enhance guest safety.
