2016 – 2017 
Florida Department of Education
Curriculum Framework 

Program Title:	Travel and Tourism Management	
Program Type:  	ATD (Applied Technology Diploma)
Career Cluster:	Hospitality & Tourism

	CC	PSAV	
Program Number	N/A	M811058	
CIP Number	0252090301	0252090302	
Grade Level	N/A	30, 31	
Standard Length	18 credit hours	540 hours	
CTSO	Collegiate DECA	Collegiate DECA	
SOC Codes (all applicable) 	43-4181 – Reservation and  
                 Transportation Ticket 
                 Agents and Travel Clerks
41-3041 – Travel Agents	43-4181 – Reservation and  
                 Transportation Ticket 
                 Agents and Travel Clerks
41-3041 - Travel Agents	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	
Basic Skills Level:	N/A	Reading:	10
Mathematics:	10
Language:	10	

Purpose

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Hospitality & Tourism career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Hospitality & Tourism career cluster. 

The content includes but is not limited to customer service, decision making, organization, communications, human relations, travel counseling, reservationists, ticketing, sales, marketing, and applicable local, state and federal laws.  

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is an Applied Technology Diploma (ATD) program that is part of a technical degree program, is less than 60 credit hours, and leads to employment in a specific occupation.  An ATD program may consist of either technical credit or college credit.  A public school district may offer an ATD program only as technical credit, with college credit awarded to a student upon articulation to a community college.

PSAV Program

When offered at the district level, this program is a planned sequence of instruction consisting of two occupational completion points and the courses as shown below. 

OCP	Course Number	Course Title	Length	SOC Code	
A	HMV0743	Reservation Agent	270 hours	43-4181	
B	HMV0051	Travel Agent/Consultant	270 hours	41-3041	

College Credit

When offered at the college level, this ATD program is part of the Travel and Tourism Industry Management AS degree (1252090300) and has a program length of 18 credits.

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Demonstrate employability skills.
02.0	Demonstrate proficiency in applying human relations skills.
03.0	Demonstrate proficiency in applying communications skills.
04.0	Demonstrate proficiency in applying mathematics skills.
05.0	Perform general travel and tourism office duties.
06.0	Provide customer service information.
07.0	Process reservations.
08.0	Exhibit technology skills using computer systems, software, and the Internet.
09.0	Analyze the laws that affect the travel and tourism industry.

2016 – 2017 
Florida Department of Education
Student Performance Standards

Program Title:	Travel and Tourism Management 	 
PSAV Number:	M811058

When this program is offered at the PSAV level, the following organization of courses, standards, and benchmarks apply.

PSAV Course Number: HMV0743 
Occupational Completion Point: A 
Reservation Agent – 270 Hours – SOC Code 43-4181	
01.0	Demonstrate employability skills.  The student will be able to:	
01.01	Conduct a job search and secure information about a job.	
01.02	Prepare a resume and cover letter.  Letter of application, follow-up letter, acceptance/rejection letter, and letter of resignation.	
01.03	Identify documents that may be required when applying for a job.	
01.04	Complete a job application form correctly.	
01.05	Demonstrate competence in job interview techniques.	
01.06	Identify or demonstrate appropriate responses to criticism from employer, supervisor, and customers.	
01.07	Demonstrate acceptable employee health and grooming habits.	
01.08	Identify proper personal and business ethics.	
01.09	Identify sources of information for career planning.	
01.10	List the various jobs within a selected travel and tourism occupation.	
01.11	Diagram a career ladder for the selected travel and tourism occupation.	
01.12	Identify postsecondary programs and educational training available for advancement in the field.	
02.0	Demonstrate proficiency in applying human relations skills.  The student will be able to:	
02.01	Demonstrate such interpersonal skills as punctuality, initiative, courtesy, loyalty, and being a team player.	
02.02	Demonstrate the ability to work cooperatively with team members and supervisors from different cultural backgrounds.	
02.03	Demonstrate personality traits important to business.	
02.04	Maintain appropriate personal appearance and attitude.	
02.05	Exhibit interest and enthusiasm.	
02.06	Demonstrate responsible behavior including honesty and integrity.	
02.07	Demonstrate orderly and systematic behavior.	
02.08	Demonstrate initiative and self-management.	
02.09	Explain concepts of self-understanding, self-esteem, and self-image.	
02.10	Set personal goals and develop a plan of action to achieve those goals.	
02.11	Identify and practice stress management techniques.	
03.0	Demonstrate proficiency in applying communication skills.  The student will be able to:	
03.01	Demonstrate effective communication:  verbal, nonverbal, written, and electronic.	
03.02	Explain nature of positive customer/client relations.	
03.03	Demonstrate ability to speak effectively to customers, co-workers, supervisors, and vendors using proper grammar and terminology.	
03.04	Demonstrate effective telephone and e-mail techniques and etiquette in a business situation.	
03.05	Demonstrate listening strategies that improve understanding and performance on the job.	
03.06	Compose unified and coherent correspondence, directions, descriptions, explanations, business letters, memos, and e-mails.	
03.07	Interpret business policies to customers/clients.	
04.0	Demonstrate proficiency in applying mathematics skills.  The student will be able to:	
04.01	Compute addition, subtraction, multiplication, division, and percentage problems.	
04.02	Apply problem-solving techniques to sales related transactions including cash, checks, debit cards, credit cards, and discounts.	
04.03	Demonstrate the ability to make change correctly.	
04.04	Calculate tax, gratuity, commission, and miscellaneous charges.	
04.05	Analyze standard industry formulas relative to discount date and due date to determine the amount of payment on an invoice.	
04.06	Operate 10 key adding machine and calculator.	
04.07	Use ratios, proportions, and scales to calculate distance on a map.	
05.0	Perform general travel and tourism office duties.  The student will be able to:	
05.01	Maintain information about products and services.	
05.02	Maintain high standards of customer service demonstrating prompt attention to customers, building rapport with customers to create an overall positive experience for the customer.	
05.03	Inform customer of proper travel documents.	
05.04	Maintain ticket supplies and security.	
05.05	Maintain all files, records, forms, and documents in an orderly manner.	
05.06	Maintain inventory of office supplies.	
05.07	Display proper telephone communication techniques.	
05.08	Develop a dynamic telephone personality and apply telephone etiquette.	
05.09	Provide services using various types of telephone systems.	
05.10	Retrieve customer data using computer terminal.	
05.11	Provide proper message and mail procedures.	
05.12	Answer customer questions concerning services and documentation courteously.	
05.13	Accept, process, and reconcile customer complaints.	
05.14	Maintain cordial, courteous, cooperative attitude with customers.	
05.15	Arrange for accommodations and services for customers with disabilities.	
05.16	Maintain a positive mental attitude and self-discipline.	
	
PSAV Course Number: HMV0051 
Occupational Completion Point: B 
Travel Agent/Consultant – 270 Hours – SOC Code 41-3041	
06.0	Provide customer service information.  The student will be able to:	
06.01	Provide customer information assistance.	
06.02	Explain why customer service is important to the success of a travel/tourism business.	
06.03	Display cross-cultural and physically or mentally challenged sensitivity.	
06.04	Identify and give directions to local tourist attractions.	
06.05	Give mileage distances and routes to cities or attractions.	
06.06	Give locations of community services.	
06.07	Give locations of hotels/motels and amenities provided.	
06.08	Provide information on current community events.	
06.09	Respond appropriately to incoming correspondence.	
07.0	Process reservations.  The student will be able to:	
07.01	Define agency terms and travel vendors, product lines, and commissions.	
07.02	Define channel management and explain its effect on profitability.	
07.03	Describe the role of the Airline Reporting Corporation (ARC) and the International Air Transport Network (IATN).	
07.04	Identify information required to sell airline space, hotel space, tours, cruise, and ground transportation.	
07.05	Display knowledge of booking procedures and techniques for handling the sale of airspace and auxiliary product lines.	
07.06	Identify international travel requirements and create travel brochures.	
07.07	Make reservation with customer and identify documents required for travel.	
07.08	Explain requirements for obtaining passport and visa.	
07.09	Compare deposit and guarantee practices.	
07.10	Conduct proper interaction with computerized reservation systems such as SABRE, APOLLO, System One, AMADEUS, Worldspan, etc.	
08.0	Exhibit technology skills using computer systems, software, and the internet.  The student will be able to:	
08.01	Describe the types of software generally used in the travel and tourism industry such as word-processing, database management, presentation graphics, and cash and office management software.	
08.02	Explain the ticket function of an automation system.	
08.03	Explain data processing concepts and define important automation items.	
08.04	Communicate with a data processing system and ticket function of a typical automated system.	
08.05	Enter data in an automated system and use the ticket function to invoice an itinerary with non-ARC segments.	
08.06	Compare the uses of the Internet, which include electronic mail (e-mail), which is used to communicate quickly with suppliers, customers, and other agencies.	
08.07	Identify the impact of the Internet on the travel and tourism industry and list some of the many web site addresses of organizations that can provide the most up-to-date information about the industry.	
08.08	Explain the importance of the Internet as a research tool to quickly answer customers' questions involving weather, sightseeing options, hotels, car rentals, restaurants, documentation requirements, theatres, and parks.	
09.0	Analyze the laws that affect the travel and tourism industry.  The student will be able to:	
09.01	Describe the rules and regulations as they apply today.	
09.02	Explain how the federal government retains authority to protect airline passengers and to police unfair practices.	
09.03	Define passenger rights and responsibilities.	
09.04	Define the ticket as a contract.	
09.05	Explain the rules in international travel including entry documents such as proof of citizenship, passports, visas, and tourist cards.	
09.06	Compare custom regulations involving articles free of U.S. Duty Tax, personal exemption, forbidden and restricted items, and duty-free ports.	

2015 – 2016
Florida Department of Education
Student Performance Standards

Program Title:	Travel and Tourism Management	
ATD CIP Number:	0252090301
SOC Code(s):		43-4181; 41-3041

When this program is offered at the college level, the following standards and benchmarks apply:

01.0	Demonstrate employability skills.  The student will be able to:	
01.01	Conduct a job search and secure information about a job.	
01.02	Prepare a resume and cover letter.  Letter of application, follow-up letter, acceptance/rejection letter, and letter of resignation.	
01.03	Identify documents that may be required when applying for a job.	
01.04	Complete a job application form correctly.	
01.05	Demonstrate competence in job interview techniques.	
01.06	Identify or demonstrate appropriate responses to criticism from employer, supervisor, and customers.	
01.07	Demonstrate acceptable employee health and grooming habits.	
01.08	Identify proper personal and business ethics.	
01.09	Identify sources of information for career planning.	
01.10	List the various jobs within a selected travel and tourism occupation.	
01.11	Diagram a career ladder for the selected travel and tourism occupation.	
01.12	Identify postsecondary programs and educational training available for advancement in the field.	
02.0	Demonstrate proficiency in applying human relations skills.  The student will be able to:	
02.01	Demonstrate such interpersonal skills as punctuality, initiative, courtesy, loyalty, and being a team player.	
02.02	Demonstrate the ability to work cooperatively with team members and supervisors from different cultural backgrounds.	
02.03	Demonstrate personality traits important to business.	
02.04	Maintain appropriate personal appearance and attitude.	
02.05	Exhibit interest and enthusiasm.	
02.06	Demonstrate responsible behavior including honesty and integrity.	
02.07	Demonstrate orderly and systematic behavior.	
02.08	Demonstrate initiative and self-management.	
02.09	Explain concepts of self-understanding, self-esteem, and self-image.	
02.10	Set personal goals and develop a plan of action to achieve those goals.	
02.11	Identify and practice stress management techniques.	
03.0	Demonstrate proficiency in applying communication skills.  The student will be able to:	
03.01	Demonstrate effective communication:  verbal, nonverbal, written, and electronic.	
03.02	Explain nature of positive customer/client relations.	
03.03	Demonstrate ability to speak effectively to customers, co-workers, supervisors, and vendors using proper grammar and terminology.	
03.04	Demonstrate effective telephone and e-mail techniques and etiquette in a business situation.	
03.05	Demonstrate listening strategies that improve understanding and performance on the job.	
03.06	Compose unified and coherent correspondence, directions, descriptions, explanations, business letters, memos, and e-mails.	
03.07	Interpret business policies to customers/clients.	
04.0	Demonstrate proficiency in applying mathematics skills.  The student will be able to:	
04.01	Compute addition, subtraction, multiplication, division, and percentage problems.	
04.02	Apply problem-solving techniques to sales related transactions including cash, checks, debit cards, credit cards, and discounts.	
04.03	Demonstrate the ability to make change correctly.	
04.04	Calculate tax, gratuity, commission, and miscellaneous charges.	
04.05	Analyze standard industry formulas relative to discount date and due date to determine the amount of payment on an invoice.	
04.06	Operate 10 key adding machine and calculator.	
04.07	Use ratios, proportions, and scales to calculate distance on a map.	
05.0	Perform general travel and tourism office duties.  The student will be able to:	
05.01	Maintain information about products and services.	
05.02	Maintain high standards of customer service demonstrating prompt attention to customers, building rapport with customers to create an overall positive experience for the customer.	
05.03	Inform customer of proper travel documents.	
05.04	Maintain ticket supplies and security.	
05.05	Maintain all files, records, forms, and documents in an orderly manner.	
05.06	Maintain inventory of office supplies.	
05.07	Display proper telephone communication techniques.	
05.08	Develop a dynamic telephone personality and apply telephone etiquette.	
05.09	Provide services using various types of telephone systems.	
05.10	Retrieve customer data using computer terminal.	
05.11	Provide proper message and mail procedures.	
05.12	Answer customer questions concerning services and documentation courteously.	
05.13	Accept, process, and reconcile customer complaints.	
05.14	Maintain cordial, courteous, cooperative attitude with customers.	
05.15	Arrange for accommodations and services for customers with disabilities.	
05.16	Maintain a positive mental attitude and self-discipline.	
06.0	Provide customer service information.  The student will be able to:	
06.01	Provide customer information assistance.	
06.02	Explain why customer service is important to the success of a travel/tourism business.	
06.03	Display cross-cultural and physically or mentally challenged sensitivity.	
06.04	Identify and give directions to local tourist attractions.	
06.05	Give mileage distances and routes to cities or attractions.	
06.06	Give locations of community services.	
06.07	Give locations of hotels/motels and amenities provided.	
06.08	Provide information on current community events.	
06.09	Respond appropriately to incoming correspondence.	
07.0	Process reservations.  The student will be able to:	
07.01	Define agency terms and travel vendors, product lines, and commissions.	
07.02	Define channel management and explain its effect on profitability.	
07.03	Describe the role of the Airline Reporting Corporation (ARC) and the International Air Transport Network (IATN).	
07.04	Identify information required to sell airline space, hotel space, tours, cruise, and ground transportation.	
07.05	Display knowledge of booking procedures and techniques for handling the sale of airspace and auxiliary product lines.	
07.06	Identify international travel requirements and create travel brochures.	
07.07	Make reservation with customer and identify documents required for travel.	
07.08	Explain requirements for obtaining passport and visa.	
07.09	Compare deposit and guarantee practices.	
07.10	Conduct proper interaction with computerized reservation systems such as SABRE, APOLLO, System One, AMADEUS, Worldspan, etc.	
08.0	Exhibit technology skills using computer systems, software, and the internet.  The student will be able to:	
08.01	Describe the types of software generally used in the travel and tourism industry such as word-processing, database management, presentation graphics, and cash and office management software.	
08.02	Explain the ticket function of an automation system.	
08.03	Explain data processing concepts and define important automation items.	
08.04	Communicate with a data processing system and ticket function of a typical automated system.	
08.05	Enter data in an automated system and use the ticket function to invoice an itinerary with non-ARC segments.	
08.06	Compare the uses of the Internet, which include electronic mail (e-mail), which is used to communicate quickly with suppliers, customers, and other agencies.	
08.07	Identify the impact of the Internet on the travel and tourism industry and list some of the many web site addresses of organizations that can provide the most up-to-date information about the industry.	
08.08	Explain the importance of the Internet as a research tool to quickly answer customers' questions involving weather, sightseeing options, hotels, car rentals, restaurants, documentation requirements, theatres, and parks.	
09.0	Analyze the laws that affect the travel and tourism industry.  The student will be able to:	
09.01	Describe the rules and regulations as they apply today.	
09.02	Explain how the federal government retains authority to protect airline passengers and to police unfair practices.	
09.03	Define passenger rights and responsibilities.	
09.04	Define the ticket as a contract.	
09.05	Explain the rules in international travel including entry documents such as proof of citizenship, passports, visas, and tourist cards.	
09.06	Compare custom regulations involving articles free of U.S. Duty Tax, personal exemption, forbidden and restricted items, and duty-free ports.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Career and Technical Student Organization (CTSO)

Collegiate DECA, an association of marketing students, is the intercurricular career and technical student organization providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  .

Basic Skills

In PSAV programs offered for 450 hours or more, in accordance with Rule 6A-10.040, F.A.C. the minimum basic skills grade levels required for postsecondary adult career and technical students to complete this program are:  Mathematics 10, Language 10, and Reading 10. These grade level numbers correspond to a grade equivalent score obtained on a state designated basic skills examination. 

Adult students with disabilities, as defined in Section 1004.02(7), Florida Statutes, may be exempted from meeting the Basic Skills requirements (Rule 6A-10.040).  Students served in exceptional student education (except gifted) as defined in s. 1003.01(3)(a), F.S., may also be exempted from meeting the Basic Skills requirement.  Each school district and Florida College must adopt a policy addressing procedures for exempting eligible students with disabilities from the Basic Skills requirement as permitted in Section 1004.91(3), F.S.

Students who possess a college degree at the Associate of Applied Science level or higher; who have completed or are exempt from the college entry-level examination; or who have passed a state, national, or industry licensure exam are exempt from meeting the Basic Skills requirement (Rule 6A-10.040, F.A.C.) Exemptions from state, national or industry licensure are limited to the certifications listed on the Basic Skills and Licensure Exemption List which may be accessed from the CTE Program Resources page.

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access.  Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Program Length

In accordance with Rule 6A-10.024, F.A.C. an ATD program consists of a course of study that is part of an AS or AAS degree program, is less than 60 credit hours, is approximately 50% of the technical component (non-general education), and leads to employment in a specific occupation.  An ATD program may consist of either technical credit or college credit. 

Students must have a high school diploma, a GED, or a certificate of completion to be admitted to an ATD program.  Within six weeks of entry, students in ATD programs of 450 or more hours must be tested pursuant to Rule 6A-10.040, F.A.C. and if below minimum standards for completion from the program, must receive remedial instruction.  The minimum standards must be at least the equivalent of a score of ten (10) on all sections of basic skills test approved in Rule 6A-10.040, F.A.C.  Students must successfully complete all remedial instruction before completing the ATD.  

Community Colleges may offer either college or career credit toward the ATD.  A Career Center in a public school district may offer an ATD program only as technical credit, with college credit awarded to a student upon articulation to a community college (Section 1004.02, F.S.) 

When offered at a community college the standard length of this program is 18 credits.  When offered at a technical center the standard length of this program is 540 clock hours.

In accordance with Rule 6A-10.024, F.A.C. all faculty providing instruction must have at least a baccalaureate degree or an associate degree with demonstrated competencies in the specific instructional program as defined by the Southern Association of Colleges and Schools.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml.