2019 – 2020
Florida Department of Education
Curriculum Framework 

Program Title:	Hospitality and Tourism Management
Career Cluster:	Hospitality & Tourism

AS	
CIP Number	1252090101	
Program Type	College Credit	
Standard Length	60 credit hours	
CTSO	SkillsUSA
Collegiate DECA	
SOC Codes (all applicable) 	11-9081 – Lodging Managers	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

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. 

This program prepares students for employment in management positions in the hospitality industry and/or to provide supplemental training for persons previously or currently employed in these occupations. The hospitality industry as addressed in this program includes the hotel, motel, bed and breakfast, resort, club, marina, and other lodging organizations.

The content includes but is not limited to customer service, management and supervisory development, management theory, hospitality attitude, guest experience, decision making, organization, communications, human relations, leadership training, personnel training, security, sanitation, food and beverage management, sales, hotel accounting, housekeeping, energy management, maintenance and engineering, marketing, property, resort, and convention management, applicable local, state, and federal laws and asset management.  

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

Program Structure

This program is a planned sequence of instruction consisting of 60 credit hours.

Standards

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

Core

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 economic principles.
07.0	Identify effective selling techniques and procedures.
08.0	Identify the organization and function of the hospitality industry.
09.0	Perform general hotel duties.
10.0	Manage the front office.
11.0	Develop and control basic sanitation program.
12.0	Demonstrate housekeeping operations and management functions.
13.0	Demonstrate leadership and supervisory skills. 
14.0	Apply and maintain security and safety procedures.
15.0	Demonstrate hotel staffing operations.
16.0	Analyze laws that affect the hospitality industry.
17.0	Operate liability and risk identification program.
18.0	Plan and maintain purchasing and receiving procedures.
19.0	Demonstrate the use of computers.
20.0	Exhibit skills for resort/club/marina/hotel management.

Specializations

Event Planning

21.0	Examine the principles of convention management and services
22.0	Demonstrate technology skills on computer systems and the Internet.
23.0	Identify marketing, sales, and business promotion.

Food and Beverage 

24.0	Set up and control maintenance and energy consumption.
25.0	Demonstrate food and beverage management in a full-service hotel/motel/lodge.
26.0	Demonstrate basic computer skills.
27.0	Perform communications activities.
28.0	Identify terminology unique to the food and beverage industry.
29.0	Manage guest interactions
30.0	Participate in learning reservations procedures.
31.0	Demonstrate acceptable dining room service procedures
32.0	Demonstrate the ability to design a menu.

Rooms Division 

33.0	Identify and demonstrate marketing and business fundamentals.
34.0	Demonstrate use of the Property Management System.
35.0	Manage accounting and information system.
36.0	Demonstrate basic computer skills.
37.0	Perform communication activities.
38.0	Identify terminology unique to the hotel/lodging industry.
39.0	Manage guest interactions.
40.0	Participate in learning reservations procedures.

2019 – 2020
Florida Department of Education
Student Performance Standards

Program Title:	Hospitality and Tourism Management	
CIP Number:		1252090101
Program Length:	60 credit hours	
SOC Code:		11-9081

Refer to Rule 6A-14.030 (4) F.A.C., for the minimum amount of general education coursework required in the Associate of Science (AS) degree.  At the completion of this program, the student will be able to:	
Core	
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	Discuss how to make job changes appropriately.	
01.10	Identify acceptable employee health and grooming habits.	
01.11	Describe and apply the importance of producing quality work and meeting performance standards.	
01.12	Discuss state and federal labor laws regulating the workplace.	
01.13	Identify proper personal and business ethics.	
01.14	Identify current trends that have developed in the hospitality industry.	
01.15	Conduct in-depth career research including requirements for entry and advancement, career ladders, and opportunities related to the hospitality field.	
01.16	List the various jobs within a selected hospitality occupation.	
01.17	Diagram a career ladder for the selected hospitality occupation.	
01.18	Identify postsecondary programs and educational training available for advancement in the field.	
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	Identify personality traits important to business.	
03.04	Demonstrate problem-solving and decision-making strategies.	
03.05	Demonstrate problem-solving initiative.	
03.06	Exhibit interest and enthusiasm.	
03.07	Demonstrate responsible behavior.	
03.08	Explain the importance of honesty and integrity when dealing with others.	
03.09	Demonstrate orderly and systematic behavior.	
03.10	Demonstrate self-management.	
03.11	Explain concepts of self-understanding, self-esteem, and self-image.	
03.12	Set personal goals and develop a plan of action to achieve those goals.	
03.13	Demonstrate the ability to offer and accept criticism.	
03.14	Demonstrate respect for the opinions, customs, and individual differences of others.	
03.15	Identify and practice stress management techniques.	
03.16	Demonstrate ability to assume responsibility for decisions and actions.	
03.17	Identify motivational techniques.	
03.18	Identify team-building strategies.	
03.19	Identify effective coaching and counseling techniques.	
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 staff communication and use of inter-departmental/company communication.	
04.03	Establish internal communication processes.	
04.04	Explain nature of positive customer/client relations.	
04.05	Demonstrate listening strategies that improve understanding and performance on the job. 	
04.06	Interpret business policies to customers/clients.	
04.07	Demonstrate ability to locate, understand, and interpret information found in manuals, graphs, schedules, charts, diagrams, and Internet resources to generate a report.	
04.08	Train employees to communicate effectively.	
04.09	Develop a dynamic telephone personality.	
04.10	Discuss and identify various types of telephone systems.	
04.11	Identify front-desk telephone calls promptly and courteously.	
04.12	Accept and process guest complaints, making sure that the proper department gets the message.	
04.13	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.	
05.02	Apply problem-solving techniques to sales-related transactions including cash, checks, debit cards, credit cards, and discounts.	
05.03	Interpret quantitative information from tables, charts, and graphs as related to the workplace.	
05.04	Calculate tax, gratuity, commission, and miscellaneous charges.	
05.05	Demonstrate ability to collect, organize, and interpret data, and predict outcomes relative to opening and closing procedures for a sales terminal.	
05.06	Apply mathematical concepts to completing purchase orders, invoices, packing slips, and shipping and handling charges.	
05.07	Analyze standard industry formulas relative to discount date and due date to determine the amount of payment on an invoice.	
05.08	Use ratios, proportions, and scales to calculate distance on a map and calculate the square footage of rooms in a building using a scaled plan.	
06.0	Identify economic principles.  The student will be able to:	
06.01	Explain the following:	
•	Economic goods and services
•	Economic resources
•	Economics and economic activities
•	Utility
•	"Supply and demand”
•	Price
•	Economic systems
•	Private enterprise and business ownership
•	Profit
•	Risk
•	Competition
•	Productivity	
06.02	Explain relationship between government and business.	
06.03	Identify components of gross national product (GNP) and gross domestic product (GDP).	
07.0	Identify effective selling techniques and procedures.  The student will be able to:	
07.01	Explain the purpose and importance of selling.	
07.02	Identify sales techniques used by the hospitality industry including social media.	
07.03	Identify an effective sales presentation.	
07.04	Analyze and prepare multi-media advertisements.	
07.05	Prepare press release.	
07.06	Review promotional brochures and literature.	
07.07	Develop a publicity and public relations plan.	
07.08	Implement public relations programs.	
07.09	Promote features of establishment.	
07.10	Prepare and analyze questionnaire for guests.	
07.11	Promote room sales.	
07.12	Discuss the scope and segments of the convention market.	
07.13	Identify potential convention groups.	
07.14	Identify company/corporate meetings.	
07.15	Identify factors affecting convention site selection.	
07.16	Discuss convention sales techniques.	
07.17	Identify the sales process.	
07.18	Discuss customer services.	
07.19	Identify convention servicing requirements.	
08.0	Identify the organization and function of the hospitality industry.  The student will be able to:	
08.01	Trace evolution of the hospitality industry.	
08.02	Describe various organizational structures within the hospitality industry.	
08.03	Analyze organizational structure of hotel operations.	
08.04	Analyze functions of the hospitality industry.	
08.05	Identify staff according to function.	
08.06	Describe management functions applied to hospitality services.	
08.07	Identify mission of various departments within the industry.	
08.08	Use common hotel terminology.	
08.09	Identify future trends in hospitality industry.	
09.0	Perform general hotel duties.  The student will be able to:	
09.01	Perform duties of hotel clerk in a smaller establishment.	
09.02	Maintain information about guest services.	
09.03	Represent the general manager in any duty assigned.	
09.04	Handle all other internal control items as to company policy and procedure.	
09.05	Maintain the daily "walk-in" reservation sheet in accordance with policy and procedure.	
09.06	Maintain all files, records, forms, and documents in an orderly manner.	
10.0	Manage the front office.  The student will be able to:	
10.01	Provide guest information assistance.	
10.02	Identify and give directions, distances, locations and events.	
10.03	Describe guest services and the importance of as it relates to the competitive market.	
10.04	Process reservation requests by type.	
10.05	Define channel management and explain its effect on profitability.	
10.06	File confirmed reservation requests.	
10.07	Prepare correspondence and documents pertaining to a reservation request.	
10.08	Bring reservation file up to date each day, moving current reservations forward to registration and check-in desk.	
10.09	Discuss the pre-payment of future reservations.	
10.10	Maintain registration records files, forms, and documents.	
10.11	Complete check-in procedures.	
10.12	Receive information from sales department on conventions and special meetings and relay to guests.	
10.13	Find rooms for customers when property is full.	
10.14	Check room rack for available space and make room assignments prior to arrival.	
10.15	Discuss protocol for issuing room keys and receipt.	
10.16	Request payment of room in advance.	
10.17	Cancel room reservations.	
10.18	Obtain authorization on credit card and make credit card sale.	
10.19	Pay designated invoices and follow paid-out procedures.	
10.20	Compute posting machine balance on all charges.	
10.21	Verify cash amount in cash register using posting machine.	
10.22	Perform cashiering duties and handle check out procedures by following policies and procedures.	
10.23	Verify shift bank at beginning of shift.	
10.24	Post charges to folio.	
10.25	Authorize guest charges to other departments.	
10.26	Approve checks.	
10.27	Record and place wake-up calls.	
10.28	Provide proper message and mail services.	
10.29	Transfer information from shift to shift.	
10.30	File all guestroom documents to night auditor file.	
10.31	Post current events board.	
10.32	Post messages on message board.	
10.33	Keep record of daily parcels.	
10.34	Direct guests to other personnel and departments.	
10.35	Arrange for services for handicapped guests.	
10.36	Coordinate special guest services.	
10.37	Provide information regarding the community.	
10.38	Keep written record of all articles left by guests.	
10.39	Make group reservations for tours.	
10.40	Plan and administer front office operations.	
10.41	Develop management system for front office areas.	
10.42	Describe the importance of maintaining front office area cleanliness.	
10.43	Effectively handle customer/client complaints.	
11.0	Develop and control basic sanitation program.  The student will be able to:	
11.01	Develop and control restroom sanitation program.	
11.02	Develop and control storage room sanitation program.	
11.03	Develop standards and control premise cleanliness.	
11.04	Set up and maintain floor care system.	
11.05	Set up and maintain pest control system.	
11.06	Identify sanitation regulations and standards.	
11.07	Maintain operation in compliance with health codes and regulations.	
11.08	Demonstrate personal safety and protection procedures while performing housekeeping duties.	
12.0	Demonstrate housekeeping operations and management functions.  The student will be able to:	
12.01	Describe housekeeping department operations.	
12.02	Demonstrate interior restoration.	
12.03	Identify housekeeping administrative areas.	
12.04	Identify housekeeping management functions.	
12.05	Identify recordkeeping procedures.	
12.06	Demonstrate professional housekeeping management.	
12.07	Verify laundry operations.	
12.08	Prepare housekeeping report.	
12.09	Review key report.	
12.10	Review shift reports.	
12.11	Record and report room inventory.	
13.0	Demonstrate leadership and supervisory skills.  The student will be able to:	
13.01	Solve problems in accordance with management policy and mission statement.	
13.02	Make informed decisions in accordance with management policy and mission statement.	
13.03	Modify policy and/or mission statement to meet new conditions using approved procedures.	
13.04	Inform personnel of policy and/or mission statement changes.	
13.05	Identify management functions.	
13.06	Identify supervisory functions.	
13.07	Identify leadership styles.	
13.08	Identify work improvement concepts.	
13.09	Describe the supervisor's role as a change agent.	
14.0	Apply and maintain security and safety procedures.  The student will be able to:	
14.01	Demonstrate general safety and security practices.	
14.02	Set up and maintain system for storage and protection of valuables.	
14.03	Set up and maintain security procedures for guests, facilities, equipment and supplies.	
14.04	Identify components of training and supervision.	
14.05	Maintain key controls.	
14.06	Develop and maintain a program for staff security.	
14.07	Establish and apply appropriate procedures for handling emergency situations.	
14.08	Call fire, police, and emergency medical services as needed.	
14.09	Provide and maintain firefighting equipment.	
14.10	Provide and maintain emergency first aid equipment and/or supplies.	
14.11	Discuss importance of and protocol used in Cardiopulmonary Resuscitation (CPR) and use of Automated External Defribrillator (AED).	
14.12	Follow company emergency procedures.	
15.0	Demonstrate hotel staffing operations.  The student will be able to:	
15.01	Establish recruiting and selection procedures in accordance with company policy.	
15.02	Develop and evaluate procedures for staff orientation and training programs.	
15.03	Develop new employee orientation to facility and to company policies.	
15.04	Develop procedures for employee performance evaluation.	
15.05	Establish wage and salary control system.	
15.06	Identify labor control systems and their functions.	
15.07	Develop disciplinary process.	
15.08	Demonstrate conflict resolution.	
15.09	Identify employee groups.	
15.10	Identify the functions and purposes of employee unions.	
15.11	Identify procedures in management development.	
15.12	Prepare job descriptions.	
15.13	Conduct job application interviews.	
15.14	Delegate responsibility and authority.	
15.15	Prepare employee work schedules.	
15.16	Reconcile employee disputes/complaints.	
15.17	Lead management-employee group discussions.	
15.18	Communicate policy concerning sexual harassment.	
15.19	Communicate policy concerning substance abuse.	
15.20	Perform a task analysis.	
16.0	Analyze laws that affect the hospitality industry.  The student will be able to:

16.01	Interpret and apply labor regulations/laws.	
16.02	Interpret and apply fire regulations.	
16.03	Interpret and apply liquor laws.	
16.04	Interpret and apply workers’ compensation laws.	
16.05	Interpret and apply the Innkeepers’ Act.	
16.06	Interpret and apply civil rights acts.	
16.07	Interpret and apply the Americans with Disabilities Act.	
16.08	Interpret and apply company and/or franchise regulations.	
16.09	Interpret taxes affecting the hospitality industry.	
16.10	Interpret parts of group, convention, and banquet contracts.	
17.0	Operate liability and risk identification program.  The student will be able to:	
17.01	Train employees in liability and risk identification procedures.	
17.02	Identify liability and risk situations and take remedial action using approved procedures.	
17.03	Enforce liability and risk identification procedures with all employees.	
18.0	Plan and maintain purchasing and receiving procedures.  The student will be able to:	
18.01	Identify sources of supply.	
18.02	Evaluate products.	
18.03	Understand negotiation and payment terms with suppliers.	
18.04	Establish and apply purchasing specification.	
18.05	Prepare requisitions and transfers.	
18.06	Check invoices.	
18.07	Establish and apply stock rotation system.	
18.08	Establish and apply stock inventory levels.	
18.09	Record and price inventories.	
18.10	Organize and maintain dry storage.	
18.11	Organize and maintain cold storage.	
18.12	Prepare tenders and contracts.	
18.13	Negotiate service and maintenance contracts.	
19.0	Demonstrate the use of computers.  The student will be able to:	
19.01	Demonstrate skill in use of software standard to the hospitality industry.	
19.02	Demonstrate use of a property management system.	
19.03	Demonstrate use of a point of sale system.	
19.04	Retrieve guest data using computer terminal.	
20.0	Exhibit skills for resort/club/marina/hotel management.  The student will be able to:	
20.01	Discuss the resort/club/marina/hotel concept.	
20.02	Identify special considerations in planning and development.	
20.03	Identify planning and development process.	
20.04	Discuss resort/club/marina/hotel facilities planning.	
20.05	Analyze requirements for recreational activities.	
20.06	Identify personnel department functions.	
20.07	Identify front of house functions.	
20.08	Identify heart of house functions.	
20.09	Identify security functions.	
20.10	Discuss marketing of resort/club/marina/hotel.	
20.11	Discuss resort investment management.	
20.12	Discuss future trends in the resort/club/marina/hotel industry.	
Event Planning and Management	
21.0	Examine the principles of convention management and services.  The student will be able to: 	
21.01	Compare the scope and segments of the convention market. 	
21.02	Identify potential convention groups. 	
21.03	Identify company/corporate meetings. 	
21.04	Identify factors affecting convention site selection. 	
21.05	Compare convention sales techniques. 	
21.06	Identify the sales process. 	
21.07	Compare customer services. 	
21.08	Identify convention-servicing requirements	
22.0	Demonstrate technology skills on computer system and the Internet.  The student will be able to: 	
22.01	Explain the basics of purchasing, implementing, maintaining, and affectivity of today’s information systems. 	
22.02	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. 	
22.03	Explain storage device, downtime, and backup, and identify common data storage devices. 	
22.04	Explain the ticket function of an automation system. 	
22.05	Identify and interpret reports generated by an automation system. 	
22.06	Identify the daily, weekly, monthly, and yearly report functions. 	
22.07	Explain data processing concepts and define important automation terms. 	
22.08	Communicate with a data processing system and ticket function of a typical automated system. 	
22.09	Analyze key reports generated by the automated system including daily and monthly sales reports, automated ARC reports, ticket inventories, aged analyses, and accounting journals. 	
22.10	Explain the use of Internet, listserves and usernets for discussing industry topics. 	
22.11	Compare the uses of the Internet, which include electronic mail (email) which is used to communicate quickly with suppliers, customers, and other agencies. 	
22.12	Identify the impact of the Internet on the Travel and Tourism Industry and list some of the many web sites addresses of organizations that can provide the most up to date information about the Travel and Tourism Industry. 	
22.13	Explain the importance of the Internet as a research tool to quickly answer customer’s questions involving weather, sightseeing options, hotels, car rentals, restaurants, documentation requirements, theatres, and parks. 	
22.14	Explain the importance of the Internet as an advertising medium to help in niche marketing generate a significant amount of sales.	
23.0	Identify marketing, sales, and business promotion.  The student will be able to: 	
23.01	Explain marketing, its role, functions and related activities. 	
23.02	Explain relationship of marketing to business and the economy. 	
23.03	Compare and contrast the types of business ownership. 	
23.04	Explain concept of marketing strategies and importance of market research. 	
23.05	Demonstrate an understanding of market segmentation 	
23.06	Identify target markets and develop a marketing plan. 	
23.07	Define the importance of Test Marketing and Follow-up. 	
23.08	Compare and contrast product-oriented marketing and market-oriented strategies. 	
23.09	Illustrate the importance of keeping up with current marketing ideas, new markets, and new technology. 	
23.10	Explain purpose and importance of selling. 	
23.11	Identify sales techniques used by the travel and tourism industry. 	
23.12	Identify an effective sales presentation, including steps of a sale; consumer buying motives; approaches through greeting, merchandise, and service; proper time to approach a customer to open sale; feature-benefit analysis; closing the sale; and suggestion and substitution selling. 	
23.13	Develop print advertisements and press releases.	
23.14	Analyze and prepare multi-media advertisements. 	
23.15	Review and analyze promotional brochures and literature. 	
23.16	Implement public relations programs to promote features of business. 	
23.17	Explain how the implications of social and economic trends might affect the Travel and Tourism market. 	
23.18	Identify major social networks and explain how they can be applied to a marketing strategy.	
23.19	Explain importance of segmental analysis in developing niches or specialty markets such as adventure travel, sports travel, ecotourism, cruises, up-scale travel or budget travel. 	
23.20	Demonstrate advertising principles to promote the Travel and Tourism business. 	
23.21	Compare the impact of direct mail, print, cooperative, and Internet advertising. 	
23.22	Explain the difference between Public Relations, Goodwill, and Personal Selling. 	
23.23	Research how to select a location for a Travel and Tourism operation. 	
23.24	Explain pricing strategies and competition including fee-based pricing. 	
23.25	Compare the unethical practices of bait-and-switch and its relationship to lowest price and volume. 	
23.26	Design and develop in-agency window displays and promotions.	
Food and Beverage	
24.0	Set up and control maintenance and energy consumption.  The student will be able to:	
24.01	Establish an energy conservation program.	
24.02	Analyze energy consumption.	
24.03	Identify appropriate energy savings systems.	
24.04	Develop energy survey/audit practices.	
24.05	Interpret and apply procedures from equipment manuals.	
24.06	Interpret reports and maintenance records for physical plant systems and equipment.	
25.0	Demonstrate food and beverage management in a full-service hotel/motel/lodge.  The student will be able to:	
25.01	Identify the various components of food and beverage management and the related skills (ie: purchasing, budgets, projections, serving, etc).	
26.0	Demonstrate basic computer skills.   The student will be able to:	
26.01	Demonstrate basic proficiency in e-mail communication and spreadsheet, word processing, database, and/or presentation software.	
27.0	Perform communication activities.  The student will be able to:	
27.01	Demonstrate effective telephone usage and courtesy.	
27.02	Demonstrate effective listening skills.	
27.03	Give, follow and interpret oral and written communications.	
27.04	Demonstrate e-mail etiquette and ethics.	
27.05	Compose business correspondence and related documents and demonstrate correct spelling, grammar, punctuation and word choice.	
27.06	Prepare, outline, and deliver an effective short oral presentation.	
27.07	Participate in a group discussion as a member and as a leader.	
27.08	Obtain appropriate information from graphics and other visual media.	
27.09	Proofread and edit documents.	
27.10	Demonstrate ability to communicate effectively with diverse populations.	
28.0	Identify terminology unique to the food and beverage industry.  The student will be able to:	
28.01	Understand and use terminology as it applies to the food and beverage industry.	
28.02	Demonstrate how to communicate with a customer in layman’s language.	
29.0	Manage guest interactions.  The student will be able to:	
29.01	Listen reflectively.	
29.02	Review guest history.	
29.03	Ask questions.	
29.04	Collect information.	
29.05	Assess the guest’s needs.	
29.06	Research solutions.	
29.07	Develop a plan of action.	
29.08	Refer to appropriate authority (if needed).	
29.09	Execute data capture.	
29.10	Communicate actions.	
29.11	Resolve customer issues.	
29.12	Offer additional services.	
29.13	Perform follow-up as needed.	
30.0	Participate in learning reservations procedures.  The student will be able to:	
30.01	Attend scheduled training.	
30.02	Utilize available resources.	
30.03	Review job critical information.	
30.04	Seek feedback on performance.	
30.05	Apply acquired skills.	
31.0	Demonstrate acceptable dining room service procedures. The student will be able to:	
31.01	Demonstrate different types of table settings.	
31.02	Demonstrate different types of services.	
31.03	Demonstrate different types of food and beverage servings.	
31.04	Describe and use computer systems used for ordering and creating checks.	
32.0	Demonstrate the ability to design a menu.  The student will be able to:	
32.01	Demonstrate knowledge of writing a menu.	
32.02	Describe how to utilize a menu layout.	
32.03	Explain various styles of menu covers and their importance to the overall ambiance of the facility.	
32.04	Explain categories used in menus and differentiate when they are used.	
32.05	Explain menu pricing.	
32.06	Explain the menu pre-cost method for selling price, cost and amount of items sold.	
32.07	Explain markup methods.	
Rooms Division 	
33.0	Identify and demonstrate marketing and business fundamentals.  The student will be able to:	
33.01	Explain marketing and its role.	
33.02	Explain functions of marketing and related activities.	
33.03	Explain relationship of marketing and social media to business and the economy.	
33.04	Explain types of business ownership.	
33.05	Compare and contrast the different forms of business ownership.	
33.06	Define “entrepreneurship.”	
33.07	Describe importance of entrepreneurship to the American economy.	
33.08	List the advantages and disadvantages of business ownership.	
33.09	Identify the risks involved in ownership of a business.	
33.10	Identify characteristics, aptitudes, and skills of a successful entrepreneur.	
33.11	Identify the business skills needed to operate a small business efficiently and effectively.	
33.12	Identify your entrepreneurial aptitudes and skills.	
33.13	Develop a plan for opening a business.	
34.0	Demonstrate use of the Property Management System.  The student will be able to:	
34.01	Understand importance of timely and accurate shift deposits.	
34.02	Compute occupancy report.	
34.03	Verify cash amount turned in on each shift.	
34.04	Post all charges from telephone, laundry, specialty shop purchases, restaurant and other services.	
34.05	Receive and record payments.	
34.06	Complete vouchers.	
34.07	Post allowance after guest has paid in full.	
34.08	Locate errors and make adjustments.	
34.09	Balance folio accounts.	
34.10	Complete excessive charges report.	
34.11	Prepare hotel revenue report on a daily basis.	
34.12	File each day's reports and papers.	
34.13	Maintain a neat and orderly front office.	
34.14	Prepare shift report.	
34.15	Maintain incident log.	
35.0	Manage accounting and information system.  The student will be able to:	
35.01	Set up, maintain, and audit petty cash fund.	
35.02	Maintain accounts payable.	
35.03	Check, record, and pay invoices.	
35.04	Maintain accounts receivable.	
35.05	Understand the reconciliation profess for cash accounts, bank deposits and bank statements. 	
35.06	Calculate, analyze, and review labor costs.	
35.07	Review and analyze balance sheet.	
35.08	Understand general ledger properties. 	
35.09	Monitor the accounting, cashiering, and billing of all guest services.	
35.10	Record and maintain daily departmental revenue records.	
35.11	Prepare journals and ledgers.	
35.12	Compute average amount spent by guests.	
35.13	Compute average room rate.	
35.14	Compute occupancy percentage report.	
35.15	Take posting machine balance on all charges.	
35.16	Solve problems when computers are inoperative.	
35.17	Discuss importance of payroll and record keeping. 	
36.0	Demonstrate basic computer skills.  The student will be able to:	
36.01	Demonstrate basic proficiency in e-mail communication and spreadsheet, word processing, database, and/or presentation software.	
37.0	Perform communication activities.  The student will be able to:	
37.01	Demonstrate effective telephone usage and courtesy.	
37.02	Demonstrate effective listening skills.	
37.03	Give, follow and interpret oral and written communications.	
37.04	Demonstrate e-mail etiquette and ethics.	
37.05	Compose business correspondence and related documents and demonstrate correct spelling, grammar, punctuation, and word choice.	
37.06	Prepare, outline, and deliver an effective short oral presentation.	
37.07	Participate in a group discussion as a member and as a leader.	
37.08	Obtain appropriate information from graphics and other visual media.	
37.09	Proofread and edit documents.	
37.10	Demonstrate ability to communicate effectively with diverse populations.	
38.0	Identify terminology unique to the hotel/lodging industry.  The student will be able to:	
38.01	Understand and use terminology as it applies to the hotel/lodging industry.	
38.02	Demonstrate how to communicate with a customer to meet guest expectations.	
39.0	Manage guest interactions.  The student will be able to:	
39.01	Listen reflectively.	
39.02	Review guest history.	
39.03	Ask questions.	
39.04	Collect information.	
39.05	Assess the guest’s needs.	
39.06	Research solutions.	
39.07	Develop a plan of action.	
39.08	Refer to appropriate authority (if needed).	
39.09	Execute data capture from property management systems. 	
39.10	Communicate actions.	
39.11	Resolve customer issues.	
39.12	Offer additional services.	
39.13	Perform follow-up as needed.	
40.0	Participate in learning reservations procedures.  The student will be able to:	
40.01	Review the format for scheduled training.	
40.02	Utilize available resources.	
40.03	Review job critical information.	
40.04	Seek feedback on performance.	
40.05	Apply acquired skills.	

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.

Special Notes

Professional Resources/Organizations:

American Hotel & Lodging Association
Florida Restaurant and Lodging Association
Club Managers Association of America
Travel Industry Association of America
Meeting Professionals International

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.

Certificate Programs

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 AS degree program includes the following College Credit Certificates:

Event Planning Management (0252090905) – 24 credit hours
	Food and Beverage Specialist (0252090507) – 12 credit hours
	Food and Beverage Operations (0252090508) – 18 credit hours
	Food and Beverage Management (0252090503) – 30 credit hours
	Guest Services Specialist (0252090403) – 15 credit hours
	Rooms Division Specialist (0252090405) – 13 credit hours
	Rooms Division Operations (0252090406) – 19 credit hours
	Rooms Division Management (0252090402) – 30 credit hours
	Cruise Line Operations (0252090102) - 18 credit hours

Standards for the above certificate programs are contained in separate curriculum frameworks.

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.