2013 – 2014
Florida Department of Education
Curriculum Framework 

Program Title:	Travel and Tourism Industry Operations
Program Type:	Career Preparatory
Career Cluster:	Hospitality and Tourism

	PSAV	
Program Number	M811053	
CIP Number	0252190503	
Grade Level	30, 31	
Standard Length	600 hours	
Teacher Certification	TEACH CDE @7
DIST ED @7
MKTG 1
TRANSPORT @7G
HOTEL TRNG @7G
MKTG MGMT @7G	
CTSO	Collegiate DECA	
SOC Codes (all applicable) 	43-4181 – Reservation and Transportation Ticket Agents and Travel    
                 Clerks
41-3041 – Travel Agents
39-7012 – Travel Guides	
Facility Code	http://www.fldoe.org/edfacil/sref.asp (State Requirements for Educational Facilities)	
Targeted Occupation List	http://www.labormarketinfo.com/wec/TargetOccupationList.htm 	
Perkins Technical Skill Attainment Inventory	http://www.fldoe.org/workforce/perkins/perkins_resources.asp 	
Industry Certifications	http://www.fldoe.org/workforce/fcpea/default.asp	
Statewide Articulation	http://www.fldoe.org/workforce/dwdframe/artic_frame.asp 	
Basic Skills Level	Mathematics:	9
Language:	9
Reading:	9	

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 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 selling, transporting, advertising, displaying, and planning travel services.

Program Structure

This program is a planned sequence of instruction consisting of four occupational completion points.

When offered at the post secondary adult career and technical level, this program is comprised of courses which have been assigned course numbers in the SCNS (Statewide Course Numbering System) in accordance with Section 1007.24 (1), F.S.  Career and Technical credit shall be awarded to the student on a transcript in accordance with Section 1001.44(3)(b), F.S.

The following table illustrates the program structure:

OCP	Course Number	Course Title	Course Length	SOC Code	
A	HMV0036	Travel Sales Representative	300 hours	43-4181	
B	HMV0037	(Airline) Reservation Agent	150 hours	43-4181	
C	HMV0038	Travel Consultant	150 hours	41-3041	
D	HMV0039 (optional OCP)	Tour Escort	150 hours	39-7012	

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.  Specialized equipment should be available for training in a travel agency laboratory setting, to include computer training and calculator training.

Special Notes

Career and Technical Student Organization (CTSO)

Collegiate DECA, an association of marketing students, is 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.

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program.  Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Essential Skills

Essential skills identified by the Division of Career and Adult Education have been integrated into the standards and benchmarks of this program.  These skills represent the general knowledge and skills considered by industry to be essential for success in careers across all career clusters.  Students preparing for a career served by this program at any level should be able to demonstrate these skills in the context of this program.  A complete list of Essential Skills and links to instructional resources in support of these Essential Skills are published on the CTE Essential Skills page of the FL-DOE website (http://www.fldoe.org/workforce/dwdframe/essential_skills.asp).

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 9, Language 9, and Reading 9.  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 at http://www.fldoe.org/workforce/dwdframe/rtf/basicskills-License-exempt.rtf. 

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities as identified on the secondary student’s 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.

In addition to accommodations, some secondary students with disabilities (students with an Individual Educational Plan (IEP) served in Exceptional Student Education or ESE) will need modifications to meet their needs.  Modifications change the outcomes or what the student is expected to learn, e.g., modifying the curriculum of a secondary career and technical education course.  Note postsecondary curriculum cannot be modified.

Some secondary students with disabilities (ESE) may need additional time (i.e., longer than the regular school year), to master the student performance standards associated with a regular Occupational Completion Point (OCP) or a Modified Occupational Completion Point (MOCP).  If needed, a student may enroll in the same career and technical course more than once.  Documentation should be included in the IEP that clearly indicates that it is anticipated that the student may need an additional year to complete an OCP/MOCP.  The student should work on different competencies and new applications of competencies each year toward completion of the OCP/MOCP.  After achieving the competencies identified for the year, the student earns credit for the course.  It is important to ensure that credits earned by students are reported accurately.  The district’s information system must be designed to accept multiple credits for the same course number (for eligible students with disabilities). 

Articulation

This program has no statewide articulation agreement approved by the Florida State Board of Education.  However, this does not preclude the awarding of credits by any college through local agreements. 

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

Standards

Standards 1-15 are considered the “Core” of this program.
After successfully completing this program, the student will be able to perform the following:

01.0	Interpret world travel and tourism geography. 
02.0	Discuss the travel industry.
03.0	Demonstrate language arts knowledge and skills.
04.0	Apply sales and marketing techniques.
05.0	Demonstrate mathematics knowledge and skills.
06.0	Demonstrate science knowledge and skills.
07.0	Provide cruise line services.
08.0	Provide tour package services.
09.0	Provide ancillary services.
10.0	Identify/issue manual ARC ticket forms.
11.0	Explain the importance of employability skills and entrepreneurship skills.
12.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas.
13.0	Solve problems using critical thinking skills, creativity, and innovation.
14.0	Use information technology tools.
15.0	Use the computer to create a basic passenger name record/reservation.
16.0	Use the computer to create advanced passenger name record/reservation.
17.0	Describe the importance of professional ethics and legal responsibilities.
18.0	Apply travel sales techniques. 
19.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives.
20.0	Apply corporate and group selling techniques.
21.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment.
22.0	Apply telephone selling techniques.
23.0	Apply marketing concepts.
24.0	Demonstrate personal money management concepts, procedures, and strategies.
25.0	Demonstrate the importance of health, safety, and environmental management systems in organizations and their importance to organizational performance and regulatory compliance.  
26.0	Demonstrate employability skills.
27.0	Apply communication skills.
28.0	Describe entrepreneurship.
29.0	Develop professional tour escorting skills.
30.0	Discuss area tourism and entertainment sites.
31.0	Meet tourist informational needs.
32.0	Describe the various aspects of the airline industry and flight attendant occupation 
33.0	Identify city and airline codes
34.0	Develop computer formats
35.0	Recognize and Respond to Emergency Situations
36.0	Perform appropriate passenger services
37.0	Participate in work-based learning experiences.

The OCP’s of this program may be taken in any order and do not require sequencing.  Students may elect to cross train between OCP’s without repeating shared outcomes.

2013 – 2014
Florida Department of Education
Student Performance Standards

Program Title:	Travel and Tourism Industry Operations
PSAV Number:	M811053
 
Course Number: HMV0036
Occupational Completion Point: A 
Travel Sales Representative – 300 Hours – SOC Code 434181 
	
01.0	Interpret world travel and tourism geography. – The student will be able to:

01.01	Explain physical geography relating to travel and tourism.
01.02	Apply travel and tourism skills:  North America.
01.03	Apply travel and tourism skills:  South America.
01.04	Apply travel and tourism skills:  Europe.
01.05	Apply travel and tourism skills:  Africa.
01.06	Apply travel and tourism skills:  Asia.
01.07	Apply travel and tourism skills:  Oceania.
01.08	Access Internet worldwide destinations.

02.0	Discuss the travel industry. – The student will be able to:

02.01	Trace the development of the travel industry.
02.02	Discuss domestic air travel industry.
02.03	Discuss international air travel industry.
02.04	Discuss types of ground transportation.
02.05	Discuss types of accommodations.

03.0	Demonstrate language arts knowledge and skills. – The student will be able to:

03.01	Locate, comprehend and evaluate key elements of oral and written information.	AF2.4
03.02	Draft, revise, and edit written documents using correct grammar, punctuation and vocabulary.	AF2.5
03.03	Present information formally and informally for specific purposes and audiences.	AF2.9

04.0	Apply sales and marketing techniques. – The student will be able to:

04.01	Apply travel sales techniques.
04.02	Apply written communications skills.

05.0	Demonstrate mathematics knowledge and skills. – The student will be able to:	AF3.0

05.01	Demonstrate knowledge of arithmetic operations.	AF3.2
05.02	Analyze and apply data and measurements to solve problems and interpret documents.	AF3.4
05.03	Construct charts/tables/graphs using functions and data.	AF3.5

06.0	Demonstrate science knowledge and skills. – The student will be able to:	AF4.0

06.01	Discuss the role of creativity in constructing scientific questions, methods and explanations.	AF4.1
06.02	Formulate scientifically investigable questions, construct investigations, collect and evaluate data, and develop scientific recommendations based on findings.	AF4.3

07.0	Provide cruise line services. – The student will be able to:

07.01	Apply cruise marketing fundamentals.
07.02	Identify cruise reference guides.
07.03	Apply cruise sales techniques.
07.04	Process cruise reservations.
07.05	Verify cruise documents for accuracy.
07.06	Make computer cruise reservations.

08.0	Provide tour package services. – The student will be able to:

08.01	Apply tour market fundamentals.
08.02	Apply tour sales techniques.
08.03	Process tour reservations.
08.04	Verify tour documents for accuracy.
08.05	Make computer tour reservations.

09.0	Provide ancillary services. – The student will be able to:

09.01	Counsel clients on travel insurance.

10.0	Identify/issue manual arc ticket forms. – The student will be able to:

10.01	Locate and interpret airline fares and rules.
10.02	Issue manual airline tickets using Passenger Name Record.
10.03	Prepare manual universal credit card charge form.
10.04	Calculate passenger facilities charges.
10.05	Issue prepaid ticket advice.
10.06	Issue miscellaneous charge orders.
10.07	Issue tour order.
10.08	Process ticket refunds and exchange transactions.
10.09	Process exchange notices.

11.0	Explain the importance of employability skill and entrepreneurship skills. – The student will be able to:

11.01	Identify and demonstrate positive work behaviors needed to be employable.	ECD1.0
11.02	Develop personal career plan that includes goals, objectives, and strategies.	ECD2.0
11.03	Examine licensing, certification, and industry credentialing requirements.	ECD3.0
11.04	Maintain a career portfolio to document knowledge, skills, and experience.	ECD5.0
11.05	Evaluate and compare employment opportunities that match career goals.	ECD6.0
11.06	Identify and exhibit traits for retaining employment.	ECD7.0
11.07	Identify opportunities and research requirements for career advancement.	ECD8.0
11.08	Research the benefits of ongoing professional development.	ECD9.0
11.09	Examine and describe entrepreneurship opportunities as a career planning option.	ECD10.0

12.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas. – The student will be able to:

12.01	Select and employ appropriate communication concepts and strategies to enhance oral and written communication in the workplace.	CM1.0
12.02	Locate, organize and reference written information from various sources.	CM3.0
12.03	Design, develop and deliver formal and informal presentations using appropriate media to engage and inform diverse audiences.	CM5.0
12.04	Interpret verbal and nonverbal cues/behaviors that enhance communication.	CM6.0
12.05	Apply active listening skills to obtain and clarify information.	CM7.0
12.06	Develop and interpret tables and charts to support written and oral communications.	CM8.0
12.07	Exhibit public relations skills that aid in achieving customer satisfaction.	CM10.0

13.0	Solve problems using critical thinking skills, creativity and innovation. – The student will be able to:

13.01	Employ critical thinking skills independently and in teams to solve problems and make decisions.	PS1.0
13.02	Employ critical thinking and interpersonal skills to resolve conflicts.	PS2.0
13.03	Identify and document workplace performance goals and monitor progress toward those goals.	PS3.0
13.04	Conduct technical research to gather information necessary for decision-making.	PS4.0

14.0	Use information technology tools. – The student will be able to:

14.01	Use personal information management (PIM) applications to increase workplace efficiency.	IT1.0
14.02	Employ technological tools to expedite workflow including word processing, databases, reports, spreadsheets, multimedia presentations, electronic calendar, contacts, email, and internet applications.	IT2.0
14.03	Employ computer operations applications to access, create, manage, integrate, and store information.	IT3.0
14.04	Employ collaborative/groupware applications to facilitate group work.	IT4.0

15.0	Use the computer to create a basic passenger name record/reservation. – The student will be able to:

15.01	Perform sign-in/sign-out computer skills.
15.02	Perform display of availability.
15.03	Perform booking entries.
15.04	Perform pricing entries.
15.05	Create Passenger Name Record (PNR).

Course Number: HMV0037
Occupational Completion Point: B 
(Airline) Reservation Agent – 150 Hours – SOC Code 434181 
	
This course includes Standards #1-15 above and:

16.0	Use the computer to create advanced passenger name record/reservation. – The student will be able to:

16.01	Create record for special requests.
16.02	Make advance seat assignments.
16.03	Make car rental reservations.
16.04	Make lodging reservations.
16.05	Import data for World files.
16.06	Issue invoice/ticket.
16.07	Work queues.

Course Number: HMV0038
Occupational Completion Point: C 
Travel Consultant – 150 Hours – SOC Code 413041 

This course includes Standards #1-15 above and:

17.0	Describe the importance of professional ethics and legal responsibilities. – The student will be able to:

17.01	Evaluate and justify decisions based on ethical reasoning.	ELR1.0
17.02	Evaluate alternative responses to workplace situations based on personal, professional, ethical, legal responsibilities, and employer policies.	ELR1.1
17.03	Identify and explain personal and long-term consequences of unethical or illegal behaviors in the workplace.	ELR1.2
17.04	Interpret and explain written organizational policies and procedures.	ELR2.0

18.0	Apply travel sales techniques. – The student will be able to:

18.01	Identify customer buying motivators.
18.02	Use sales greeting techniques.
18.03	Use sales qualifying techniques.
18.04	Handle customer’s common buying objectives.
18.05	Close the sale.
18.06	Maintain customer loyalty.

19.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives. – The student will be able to:

19.01	Employ leadership skills to accomplish organizational goals and objectives.	LT1.0
19.02	Establish and maintain effective working relationships with others in order to accomplish objectives and tasks.	LT3.0
19.03	Conduct and participate in meetings to accomplish work tasks.	LT4.0 
19.04	Employ mentoring skills to inspire and teach others.	LT5.0

20.0	Apply corporate and group selling techniques. – The student will be able to:

20.01	Apply corporate selling techniques.
20.02	Apply prospecting techniques.
20.03	Apply group selling techniques.

21.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. – The student will be able to: 

21.01	Describe the nature and types of business organizations.	SY1.0
21.02	Explain the effect of key organizational systems on performance and quality. 
21.03	List and describe quality control systems and/or practices common to the workplace.	SY2.0
21.04	Explain the impact of the global economy on business organizations.

22.0	Apply telephone selling techniques. – The student will be able to:

22.01	Develop a dynamic telephone personality.
22.02	Apply telephone sales techniques.

23.0	Apply marketing concepts. – The student will be able to:

23.01	Identify basic marketing concepts.
23.02	Identify marketing research concepts.
23.03	Discuss travel marketing strategies.
23.04	Prepare a travel marketing plan.
23.05	Apply negotiating skills.

24.0	Demonstrate personal money-management concepts, procedures, and strategies. – The student will be able to:

24.01	Identify and describe the services and legal responsibilities of financial institutions.	FL2.0
24.02	Describe the effect of money management on personal and career goals.	FL3.0
24.03	Develop a personal budget and financial goals.	FL3.1
24.04	Complete financial instruments for making deposits and withdrawals.	FL3.2
24.05	Maintain financial records.	FL3.3
24.06	Read and reconcile financial statements.	FL3.4
24.07	Research, compare and contrast investment opportunities.

25.0	Demonstrate the importance of health, safety, and environmental management systems in organizations and their importance to organizational performance and regulatory compliance. – The student will be able to:

25.01	Describe personal and jobsite safety rules and regulations that maintain safe and healthy work environments.	SHE1.0
25.02	Explain emergency procedures to follow in response to workplace accidents.
25.03	Create a disaster and/or emergency response plan.	SHE2.0

Course Number: HMV0039 (Optional OCP)
Occupational Completion Point: D (This is a stand-alone OCP – Core is not required)
Tour Escort – 150 Hours – SOC Codes 397012 

26.0	Demonstrate employability skills. – The student will be able to:

26.01	Conduct a job search.
26.02	Prepare a resume.
26.03	Write a job application letter (cover letter).
26.04	Complete a job application form correctly.
26.05	Demonstrate job interview techniques.

27.0	Apply communication skills. – The student will be able to:

27.01	Call for interviews.
27.02	Answer open and closed questions.
27.03	Apply listening skills.

28.0	Describe entrepreneurship. – The student will be able to:

28.01	Define and describe entrepreneurship.
28.02	List and identify the advantages, disadvantages, and risks involved in business ownership.
28.03	Identify the personal characteristics and the business skills needed to efficiently and effectively operate a small business.

29.0	Develop professional tour escorting skills. – The student will be able to:

29.01	Identify fundamentals of professional tour escorting.
29.02	Apply psychological principles.
29.03	Describe tour procedures:  city, day, and site.
29.04	Describe tour procedures:  multi-day.
29.05	Control unexpected situations.
29.06	Research and deliver an escort presentation.
29.07	Explain tour planning principles.
29.08	Administer CPR and First Aid.

30.0	Discuss area tourism and entertainment sites. – The student will be able to:

30.01	Apply Florida historical facts.
30.02	Discuss local airport facilities and airlines.
30.03	Apply lodging and hotel convention facilities data.
30.04	Discuss local convention facilities.
30.05	Discuss characteristics of area theme and water parks.
30.06	Discuss characteristics of night-time entertainment sites.
30.07	Discuss characteristics of art and historical sites.
30.08	Apply ground transportation information.

31.0	Meet tourist informational needs. – The student will be able to:

31.01	Identify safety and emergency procedures.
31.02	Discuss sports and fitness activities.
31.03	Greet and respond to international visitors.
31.04	Discuss dining and shopping locations.
31.05	Discuss other Florida area tourism information.
31.06	Apply employability and entrepreneurship skills.

32.0	Describe the various aspects of the airline industry and flight attendant occupation. – The student will be able to:

32.01	Identify the basic components of the airline industry.
32.02	Describe the composition and function of the flight crew.
32.03	Identify the general roles and responsibilities of the flight team.
32.04	Use appropriate occupational terms, definitions, and abbreviations.
32.05	Explain the duties, legal and ethical responsibilities related to the industry.
32.06	Describe the various types of services provided by the flight attendant.

33.0	Identify city and airline codes. – The student will be able to:

33.01	Use appropriate city and airline codes.
33.02	Apply encode/decode computer skills.

34.0	Develop computer formats. – The student will be able to:

34.01	Apply availability entries.
34.02	Identify non-stop/Direct/connecting flights.
34.03	Decode airline equipment.
34.04	Identify meal codes.
34.05	Discuss flight information.

35.0	Recognize and respond to emergency situations. – The student will be able to:

35.01	Use appropriate security terminology.
35.02	Recognize a security threat.
35.03	Accurately identify various weapons.
35.04	Discuss hijacking procedures.
35.05	Discuss sabotage procedures.
35.06	Describe the profile of a hijacker.
35.07	Identify the components of a bomb.
35.08	Discuss the Federal air Marshall Program.
35.09	Recognize and identify hazardous materials.
35.10	Research the FAA's responsibilities in an emergency situation.
35.11	Identify possible medical emergencies and responses.
35.12	Administer CPR and First Aid.

36.0	Perform appropriate passenger services. – The student will be able to:

36.01	Develop basic listening skills.
36.02	Develop basic observational skills.
36.03	Apply psychological principles.
36.04	Apply personality profile principles.
36.05	Demonstrate appropriate meal and beverage service, including currency transactions.

37.0	Participate in work-based learning experiences. – The student will be able to:

37.01	Identify potential externship sites.
37.02	Participate in work-based learning experiences in a flight attendant environment.