2016 – 2017 
Florida Department of Education
Curriculum Framework 

Program Title:	Guest Services Specialist	
Career Cluster:	Hospitality & Tourism

CCC	
CIP Number	0252090403	
Program Type	College Credit Certificate (CCC)	
Program Length	15 credit hours	
CTSO	SkillsUSA
Collegiate DECA	
SOC Codes (all applicable) 	43-4081 – Hotel, Motel, and Resort Desk Clerks	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose

This certificate program is part of the Hospitality and Tourism Management AS degree program (1252090100).  

A College Credit Certificate consists of a program of instruction of less than sixty (60) credits of college-level courses, which is part of an AS or AAS degree program and prepares students for entry into employment (Rule 6A-14.030, F.A.C.).

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, hospitality attitude, guest experience, communications, human relations, security issues, and front office operations.  

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

Standards

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

01.0	Demonstrate employability skills.
02.0	Demonstrate customer service skills.
03.0	Apply human relations skills.
04.0	Demonstrate proficiency in communication skills.
05.0	Demonstrate proficiency in applying mathematics skills.
06.0	Identify the organization and function of the hospitality industry.
07.0	Perform general hotel duties.
08.0	Manage the front office.
09.0	Develop and control basic sanitation program.
10.0	Demonstrate housekeeping operations and management functions.
11.0	Demonstrate leadership and supervisory skills.
12.0	Apply and maintain security and safety procedures.
13.0	Demonstrate the use of computers.

2016 - 2017
Florida Department of Education
Student Performance Standards

Program Title:	Guest Services Specialist	 
CIP Number:		0252090403	
Program Length:	15 credit hours	
SOC Code:		43-4081

This certificate program is part of the Hospitality and Tourism Management AS degree program (1252090100).  At the completion of this program, the student will be able to:	
01.0	Demonstrate employability skills.  The student will be able to:	
01.01	Conduct a job search.	
01.02	Secure information about a job.	
01.03	Prepare a resume and cover letter, letter of application, follow-up letter, acceptance/rejection letter, and letter of resignation.	
01.04	Identify documents that may be required when applying for a job.	
01.05	Complete a job application form correctly.	
01.06	Demonstrate competence in job interview techniques.	
01.07	Identify or demonstrate appropriate responses to criticism from employer, supervisor, and customers.	
01.08	Identify acceptable work habits.	
01.09	Identify acceptable employee health and grooming habits.	
01.10	Describe and apply the importance of producing quality work and meeting performance standards.	
01.11	Identify proper personal and business ethics.	
01.12	Conduct in-depth career research including requirements for entry and advancement, career ladders, and opportunities related to the hospitality field.	
01.13	List the various jobs within a selected hospitality occupation.	
02.0	Demonstrate customer service skills.  The student will be able to:	
02.01	Demonstrate a hospitality attitude.	
02.02	Explain guest experience management.	
03.0	Apply human relations skills.  The student will be able to:	
03.01	Demonstrate such interpersonal skills as punctuality, initiative, courtesy, loyalty, and being a team player.	
03.02	Demonstrate the ability to work cooperatively with team members and supervisors from different cultural backgrounds.	
03.03	Demonstrate personality traits important to business.	
03.04	Demonstrate problem-solving initiative.	
03.05	Demonstrate interest and enthusiasm.	
03.06	Demonstrate responsible behavior.	
03.07	Explain the importance of honesty and integrity when dealing with others.	
03.08	Demonstrate orderly and systematic behavior.	
03.09	Demonstrate self-management.	
03.10	Explain concepts of self-understanding, self-esteem, and self-image.	
03.11	Set personal goals and develop a plan of action to achieve those goals.	
03.12	Demonstrate the ability to offer and accept criticism.	
03.13	Demonstrate respect for the opinions, customs, and individual differences of others.	
03.14	Demonstrate ability to assume responsibility for decisions and actions.	
04.0	Demonstrate proficiency in communication skills.  The student will be able to:	
04.01	Demonstrate effective communication: verbal, nonverbal, written, and electronic.	
04.02	Explain nature of positive customer/client relations.	
04.03	Demonstrate listening strategies that improve understanding and performance on the job.	
04.04	Interpret business policies to customers/clients.	
04.05	Communicate establishment's mission statement concerning guest services.	
05.0	Demonstrate proficiency in applying mathematics skills.  The student will be able to:	
05.01	Compute addition, subtraction, multiplication, division, and percentage problems.	
06.0	Identify the organization and function of hospitality industry.  The student will be able to:	
06.01	Trace evolution of the hospitality industry.	
06.02	Describe various organizational structures within the hospitality industry.	
06.03	Analyze organizational structure of hotel operations.	
06.04	Analyze functions of the hospitality industry.	
06.05	Describe management functions applied to hospitality services.	
06.06	Identify mission of various departments within the industry.	
06.07	Use common hotel terminology.	
06.08	Identify future trends in hospitality industry.	
07.0	Perform general hotel duties.  The student will be able to:	
07.01	Perform duties of hotel clerk in a smaller establishment.	
07.02	Maintain information about guest services.	
07.03	Maintain the daily "walk-in" reservation sheet in accordance with policy and procedure.	
07.04	Maintain all files, records, forms, and documents in an orderly manner.	
08.0	Manage the front office.  The student will be able to:	
08.01	Provide guest information assistance.	
08.02	Make guaranteed room reservation.	
08.03	Complete check-in procedures.	
08.04	Post charges to folio.	
08.05	Arrange for services for handicapped guests.	
08.06	Handle customer/client complaints.	
09.0	Develop and control basic sanitation program.  The student will be able to:	
09.01	Identify sanitation regulations and standards.	
10.0	Demonstrate housekeeping operations and management functions.  The student will be able to:	
10.01	Describe housekeeping department operations.	
11.0	Demonstrate leadership and supervisory skills.  The student will be able to:	
11.01	Solve problems in accordance with management policy and mission statement.	
11.02	Identify work improvement concepts.	
11.03	Describe the supervisor’s role as a change agent.	
11.04	Identify supervisory functions	
12.0	Apply and maintain security and safety procedures.  The student will be able to:	
12.01	Demonstrate general safety and security practices.	
12.02	Call fire, police, and emergency medical services as needed.	
12.03	Document details of any emergency.	
12.04	Follow company emergency procedures.	
13.0	Demonstrate the use of computers.  The student will be able to:	
13.01	Demonstrate skill in use of software standard to the hospitality industry.	
13.02	Demonstrate use of the Property Management System.	
13.03	Demonstrate use of the Point of Sale System.	

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)

SkillsUSA and Collegiate DECA, an association of marketing students, are the intercurricular career and technical student organizations 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.  

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.

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.