2014 – 2015
Florida Department of Education
Curriculum Framework 

Program Title:	Rooms Division Specialist CCC
Career Cluster:	Hospitality and Tourism

CCC	
CIP Number	0252090405	
Program Type	College Credit Certificate (CCC)	
Program Length	13 credit hours	
CTSO	SkillsUSA
Collegiate DECA	
SOC Codes (all applicable) 	43-4081 – Hotel, Motel, and Resort Desk Clerks	
Targeted Occupation List	http://www.labormarketinfo.com/wec/TargetOccupationList.htm	
Perkins Technical Skill Attainment Inventory	http://www.fldoe.org/workforce/perkins/perkins_resources.asp 	
Statewide Articulation	http://www.fldoe.org/workforce/dwdframe/artic_frame.asp 	

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 and 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 and Tourism career cluster. 

The content includes but is not limited to coursework that provides skills required to work in specialist and entry level positions in the hotel industry such as: Front Desk Agent, Guest Relations agent, or Reservations Clerk. The courses offered in the Certificate Program provide the necessary prerequisites for the courses within the major for the A.S. degree.  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	Perform general hotel duties.
05.0	Manage the front office.
06.0	Demonstrate basic computer skills
07.0	Perform communication activities.
08.0	Identify terminology unique to the hotel/lodging industry.
09.0	Manage guest interactions.
10.0	Participate in learning reservations procedures.

2014 – 2015
Florida Department of Education
Student Performance Standards

Program Title:	Rooms Division Specialist CCC 
CIP Number:		0252090405	
Program Length:	13 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	Identify current trends that have developed in the hospitality industry.	
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 current trends that have developed in the hospitality industry.	
01.14	Conduct in-depth career research including requirements for entry and advancement, career ladders, and opportunities related to the hospitality 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 responsible behavior.	
03.05	Explain the importance of honesty and integrity when dealing with others.	
03.06	Demonstrate orderly and systematic behavior.	
03.07	Demonstrate self-management.	
03.08	Explain concepts of self-understanding, self-esteem, and self-image.	
03.09	Demonstrate respect for the opinions, customs, and individual differences of others.	
03.10	Identify and practice stress management techniques.	
04.0	Perform general hotel duties. – The student will be able to:	
04.01	Perform duties of a hotel clerk in a smaller establishment.	
04.02	Maintain information about guest services.	
04.03	Represent the general manager in any duty assigned.	
04.04	Handle all other internal control items as to company policy and procedure.	
04.05	Maintain the daily "walk-in" reservation sheet in accordance with policy and procedure.	
04.06	Maintain all files, records, forms, and documents in an orderly manner.	
05.0	Manage the front office. – The student will be able to:	
05.01	Provide guest information assistance.	
05.02	Identify and give directions, distances, locations and events.	
05.03	Give locations of other hotels/motels and services provided.	
05.04	Inquire about advance reservations.	
05.05	Make guaranteed room reservation.	
05.06	Process reservation requests by mail, telephone, telegram, electronic communication, centralized computers; agents and individuals.	
05.07	Process reservation requests by type.	
05.08	Define channel management and explain its effect on profitability.	
05.09	File confirmed reservation requests.	
05.10	Prepare correspondence and documents pertaining to a reservation request.	
05.11	Bring reservation file up to date each day, moving current reservations forward to registration and check-in desk.	
05.12	Make advanced reservations at other hotel/motels.	
05.13	Process pre-payment of future reservations.	
05.14	Maintain registration records files, forms, and documents.	
05.15	Complete check-in procedures.	
05.16	Receive information from sales department on conventions and special meetings and relay to guests.	
05.17	Find rooms for customers when property is full.	
05.18	Check room rack for available space and make room assignments prior to arrival.	
05.19	Issue room keys and receipts.	
05.20	Page bell person to escort guest to room.	
05.21	Request payment of room in advance.	
05.22	Cancel room reservations.	
05.23	Obtain authorization on credit card and make credit card sale.	
05.24	Pay designated invoices and follow paid-out procedures.	
05.25	Compute posting machine balances on all charges.	
05.26	Verify cash amount in cash register using posting machine.	
05.27	Perform cashiering duties and handle check out procedures by following policies and procedures.	
05.28	Verify shift bank at beginning of shift.	
05.29	Post charges to folio.	
05.30	Authorize guest charges to other departments.	
05.31	Approve checks.	
05.32	Record and place wake-up calls.	
05.33	Provide proper message and mail services.	
05.34	Transfer information from shift to shift.	
05.35	File all guestroom documents to night auditor file.	
05.36	Post current events board.	
05.37	Post messages on message board.	
05.38	Keep record of daily parcels.	
05.39	Direct guests to other personnel and departments.	
05.40	Arrange for services for handicapped guests.	
05.41	Coordinate special guest services.	
05.42	Provide information regarding the community.	
05.43	Keep written record of all articles left by guests.	
05.44	Make group reservations for tours.	
05.45	Plan and administer front office operations.	
05.46	Develop management system for front office areas.	
05.47	Develop and maintain front office area cleanliness.	
05.48	Handle customer/client complaints.	
06.0	Demonstrate basic computer skills. – The student will be able to:	
06.01	Demonstrate basic proficiency in e-mail communication and spreadsheet, word processing, database, and/or presentation software.	
07.0	Perform communication activities. – The student will be able to:	
07.01	Demonstrate effective telephone usage and courtesy.	
07.02	Demonstrate effective listening skills.	
07.03	Give, follow and interpret oral and written communications.	
07.04	Demonstrate knowledge of e-mail etiquette and ethics.	
07.05	Compose business correspondence and related documents and demonstrate correct spelling, grammar, punctuation, and word choice.	
07.06	Prepare, outline, and deliver an effective short oral presentation.	
07.07	Participate in a group discussion as a member and as a leader.	
07.08	Obtain appropriate information from graphics and other visual media.	
07.09	Proofread and edit documents.	
07.10	Demonstrate ability to communicate effectively with diverse populations.	
08.0	Identify terminology unique to the hotel/lodging industry. – The student will be able to:	
08.01	Understand and use terminology as it applies to the hotel/lodging industry.	
08.02	Demonstrate how to communicate with a customer to meet guest expectations.	
09.0	Manage guest interactions. – The student will be able to:	
09.01	Listen reflectively.	
09.02	Review guest history.	
09.03	Ask questions.	
09.04	Collect information.	
09.05	Assess the guest’s needs.	
09.06	Research solutions.	
09.07	Develop a plan of action.	
09.08	Refer to appropriate authority (if needed).	
09.09	Execute data capture.	
09.10	Communicate actions.	
09.11	Resolve customer issues.	
09.12	Offer additional services.	
09.13	Perform follow-up as needed.	
10.0	Participate in learning reservations procedures. – The student will be able to:	
10.01	Review the format for scheduled training.	
10.02	Utilize available resources.	
10.03	Review job critical information.	
10.04	Seek feedback on performance.	
10.05	Apply acquired skills.	

Additional Information

Laboratory Activities

Laboratory activities are an integral part of this program.  These activities include instruction in the use of safety procedures, tools, equipment, materials, and processes related to these occupations.  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 appropriate career and technical student organization for 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.  The activities of such organizations are defined as part of the curriculum in accordance with Rule 6A-6.065, F.A.C.

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities as identified on the secondary student’s Individual Educational Plan (IEP) or 504 plan or postsecondary student’s accommodations’ plan 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.

Articulation

For details on articulation agreements which correlate to programs and industry certifications refer to http://www.fldoe.org/workforce/dwdframe/artic_frame.asp.