2019 – 2020

Florida Department of Education
Curriculum Framework 

Program Title:	Cruise Line Operations
Career Cluster:	Hospitality & Tourism

CCC	
CIP Number	0252090102	
Program Type	College Credit Certificate (CCC)	
Program Length	18 credit hours	
CTSO	N/A	
SOC Codes (all applicable) 	39-1021 – First-Line Supervisors of personal Service Works
39-6012 – Concierges
39-7000 – Tour and Travel Guides
41-1011 – First-Line Supervisors of Retail Sales Workers
41-1012 – First-Line Supervisors of Non-Retail Sales Workers
41-3041 – Travel Agents
43-1011 – First Line Supervisors of Office and Administrative Support Workers
43-4051 – Customer Service Representatives
43-4081 – Hotel, Motel, and Resort Desk Clerks
43-4161 – Human Resource Assistants, Except Payroll and Timekeeping
43-4171 – Receptionists and Information Clerks
43-4181 – Reservation and Transportation Ticket Agents and Travel 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 (1252090101).

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, 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.

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	Identify effective selling techniques and procedures.
05.0	Identify the organization and function of the hospitality industry.
06.0	Perform general hotel duties.
07.0	Manage the front office.
08.0	Develop and control basic sanitation program. 
09.0	Demonstrate housekeeping operations and management functions. 
10.0	Demonstrate leadership and supervisory skills. 
11.0	Apply and maintain security and safety procedures. 
12.0	Analyze laws that affect the hospitality industry.
13.0	Operate liability and risk identification program.
14.0	Demonstrate the use of computers. 
15.0	Examine the principles of convention management and services. 
16.0	Demonstrate technology skills on computer system and the internet. 
17.0	Identify marketing, sales, and business promotion. 
18.0	Identify terminology unique to the food and beverage industry.
19.0	Manage guest interactions.  
20.0	Participate in learning reservations procedures.  

2019 – 2020
Florida Department of Education
Student Performance Standards

Program Title:	Cruise Line Operations
CIP Number:		0252090102
Program Length:	18 credit hours
SOC Code(s):		39-1021; 39-6012; 39-7000; 41-1011; 41-1012; 41-3041; 43-1011; 43-4051; 43-4081; 43-4161; 43-4171; 43-4181

This certificate program is part of the Hospitality & Tourism Management AS degree program (1252090101).  At the completion of this program, the student will be able to:
	
01.0	Demonstrate proficiency in employability skills.  The student will be able to:	
01.01	Conduct a job search.	
01.02	Secure information about a job.	
01.03	Identify documents that may be required when applying for a job.	
01.04	Prepare a resume and cover letter, letter of application, follow-up letter, acceptance/rejection letter, and letter of resignation.	
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	Demonstrate acceptable employee health and grooming habits daily.	
01.11	Describe and apply the importance of producing quality work and meeting performance standards under time and budget constraints.	
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 traits important to business.	
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	Demonstrate the ability to offer and accept criticism.	
03.12	Demonstrate respect for the opinions, customs, and individual differences of others.	
03.13	Demonstrate effective communications skills (ability to speak effectively to customers, co-workers, supervisors, and vendors, using proper grammar and terminology).	
03.14	Demonstrate ability to assume responsibility for decisions and actions.	
03.15	Identify team-building strategies.	
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	Accept and process guest complaints, making sure that the proper department gets the message.	
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	Calculate tax, gratuity, commission, and miscellaneous charges.	
05.04	Demonstrate ability to collect, organize, and interpret data, and predict outcomes relative to opening and closing procedures for a    
 Sales terminal.	
06.0	Perform general hotel duties.  The student will be able to:	
06.01	Maintain information about guest services.	
06.02	Represent the general manager in any duty assigned.	
06.03	Handle all other internal control items as to company policy and procedure.	
06.04	Maintain all files, records, forms, and documents in an orderly manner.	
07.0	Manage the front office.  The student will be able to:	
07.01	Provide guest information assistance.	
07.02	Identify and give directions, distances, locations and events.	
07.03	Describe guest services and the importance of as it relates to the competitive market.	
07.04	Prepare correspondence and documents pertaining to a reservation request.	
07.05	Bring reservation file up to date each day, moving current reservations forward to registration and check-in desk	
07.06	Complete check-in procedures.	
08.0	Develop and control basic sanitation program.  The student will be able to:	
08.01	Develop and control restroom sanitation program.	
08.02	Develop and control storage room sanitation program.	
08.03	Develop standards and control premise cleanliness.	
08.04	Identify sanitation regulations and standards.	
08.05	Maintain operation in compliance with health codes and regulations.	
09.0	Demonstrate housekeeping operations and management functions.  The student will be able to:	
09.01	Describe housekeeping department operations (including cruise ships, etc.).	
09.02	Identify housekeeping administrative areas.	
09.03	Identify housekeeping procedures.	
09.04	Identify recordkeeping procedures.	
09.05	Demonstrate professional housekeeping management.	
09.06	Verify laundry operations.	
	
10.0	Demonstrate leadership and supervisory skills.  The student will be able to:	
10.01	Solve problems in accordance with management policy and mission statement.	
10.02	Make informed decisions in accordance with management policy and mission statement.	
10.03	Modify policy and/or mission statement to meet new conditions using approved procedures.	
10.04	Inform personnel of policy and/or mission statement changes.	
10.05	Identify management functions.	
10.06	Identify supervisory functions.	
10.07	Identify leadership styles.	
10.08	Identify work improvement concepts.	
10.09	Describe the supervisor's role as a change agent.	
11.0	Apply and maintain security and safety procedures.  The student will be able to: 	
11.01	Demonstrate general safety and security practices.	
11.02	Set up and maintain security procedures for guests, facilities, equipment and supplies.	
11.03	Identify components of training and supervision.	
11.04	Establish and apply appropriate procedures for handling emergency situations.	
11.05	Provide and maintain firefighting equipment	
11.06	Provide and maintain emergency first aid equipment and/or supplies.	
11.07	Discuss importance of and protocol used in Cardiopulmonary Resuscitation (CPR) and use of Automated External Defibrillator (AED).	
11.08	Follow company emergency procedures.	
12.0	Analyze laws that affect the hospitality industry.  The student will be able to:	
12.01	Interpret and apply labor regulations/laws.	
12.02	Interpret and apply fire regulations.	
12.03	Interpret and apply liquor laws.	
12.04	Interpret and apply workers’ compensation laws.	
12.05	Interpret and apply civil rights acts.	
12.06	Interpret and apply the Americans with Disabilities Act.	
12.07	Interpret and apply company and/or franchise regulations.	
13.0	Operate liability and risk identification program.  The student will be able to:	
13.01	Train employees in liability and risk identification procedures.	
13.02	Identify liability and risk situations and take remedial action using approved procedures.	
13.03	Enforce liability and risk identification procedures with all employees.	
14.0	Demonstrate the use of computers.  The student will be able to:	
14.01	Demonstrate skill in use of software standard to the hospitality industry (including specific to cruise ships, etc.).	
14.02	Demonstrate use of a property management system.	
14.03	Demonstrate use of a point of sale system.	
14.04	Retrieve guest data using computer terminal.	
14.05	Demonstrate basic proficiency in email communication and spreadsheet, word processing, database and/or presentation software. 	
	
15.0	Exhibit skills for resort/club/marina/hotel management.  The student will be able to:	
15.01	Discuss the resort/club/marina/hotel concept.	
15.02	Identify special considerations in planning and development.	
15.03	Identify planning and development process.	
15.04	Discuss resort/club/marina/hotel facilities planning.	
15.05	Analyze requirements for recreational activities.	
15.06	Identify personnel department functions.	
15.07	Identify front of house functions.	
15.08	Identify heart of house functions.	
15.09	Identify security functions.	
15.10	Discuss marketing of resort/club/marina/hotel.	
15.11	Discuss future trends in the resort/club/marina/hotel industry.	
	
16.0	Examine the principles of convention management and services.  The student will be able to: 	
16.01	Compare the scope and segments of the convention market. 	
16.02	Identify potential convention groups. 	
16.03	Identify company/corporate meetings. 	
16.04	Identify factors affecting convention site selection. 	
16.05	Compare convention sales techniques. 	
16.06	Identify the sales process. 	
16.07	Compare customer services. 	
16.08	Identify convention-servicing requirements	
17.0	Demonstrate technology skills on computer system and the Internet.  The student will be able to: 	
17.01	Explain the basics of purchasing, implementing, maintaining, and affectivity of today’s information systems. 	
17.02	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. 	
17.03	Explain storage device, downtime, and backup, and identify common data storage devices. 	
17.04	Explain the ticket function of an automation system. 	
17.05	Identify and interpret reports generated by an automation system. 	
17.06	Identify the daily, weekly, monthly, and yearly report functions. 	
17.07	Explain data processing concepts and define important automation terms. 	
17.08	Analyze key reports generated by the automated system including daily and monthly sales reports, automated ARC reports, ticket inventories, aged analyses, and accounting journals. 	
17.09	Compare the uses of the Internet, which include electronic mail (email) which is used to communicate quickly with suppliers, customers, and other agencies. 	
17.10	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. 	
17.11	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. 	
17.12	Explain the importance of the Internet as an advertising medium to help in niche marketing generate a significant amount of sales.	
18.0	Identify marketing, sales, and business promotion.  The student will be able to:	
18.01	Explain marketing, its role, functions and related activities. 	
18.02	Explain relationship of marketing to business and the economy. 	
18.03	Demonstrate an understanding of market segmentation 	
18.04	Identify target markets and develop a marketing plan. 	
18.05	Illustrate the importance of keeping up with current marketing ideas, new markets, and new technology. 	
18.06	Explain purpose and importance of selling. 	
18.07	Identify sales techniques used by the travel and tourism industry. 	
18.08	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. 	
18.09	Develop print advertisements and press releases.	
18.10	Analyze and prepare multi-media advertisements. 	
18.11	Review and analyze promotional brochures and literature. 	
18.12	Explain how the implications of social and economic trends might affect the Travel and Tourism market. 	
18.13	Identify major social networks and explain how they can be applied to a marketing strategy.	
18.14	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. 	
18.15	Demonstrate advertising principles to promote the Travel and Tourism business. 	
18.16	Explain the difference between Public Relations, Goodwill, and Personal Selling. 	
18.17	Design and develop in-agency window displays and promotions.	
19.0	Manage guest interactions.  The student will be able to:	
19.01	Listen reflectively.	
19.02	Review guest history.	
19.03	Ask questions.	
19.04	Collect information.	
19.05	Assess the guest’s needs.	
19.06	Research solutions.	
19.07	Develop a plan of action.	
19.08	Refer to appropriate authority (if needed).	
19.09	Execute data capture.	
19.10	Communicate actions.	
19.11	Resolve customer issues.	
19.12	Offer additional services.	
19.13	Perform follow-up as needed.	
20.0	Participate in learning reservations procedures.  The student will be able to:	
20.01	Utilize available resources.	
20.02	Seek feedback on performance.	
20.03	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.

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

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