2021 – 2022

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
39-7012 – 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	Demonstrate housekeeping operations and management functions. 
09.0	Demonstrate leadership and supervisory skills. 
10.0	Apply and maintain security and safety procedures. 
11.0	Analyze laws that affect the hospitality industry.
12.0	Operate liability and risk identification program.
13.0	Demonstrate the use of computers. 
14.0	Examine the principles of convention management and services. 
15.0	Demonstrate technology skills on computer system and the internet. 
16.0	Identify marketing, sales, and business promotion. 
17.0	Identify terminology unique to the food and beverage industry.
18.0	Manage guest interactions.  
19.0	Participate in learning reservations procedures.  

2021 – 2022
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	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 utilizing Internet sites, company websites and social media (ie: LinkedIn, Monster.com, HCareers.com, etc.).	
01.06	Demonstrate competence in job interview techniques.	
01.07	Identify or demonstrate appropriate professional responses to criticism from employer, supervisor, and customers by understanding, considering, and employing Emotional Intelligence, Cultural Intelligence, and perceptions checking.	
01.08	Identify acceptable work habits.	
01.09	Identify acceptable employee health and grooming habits.	
01.10	Describe and apply the importance of producing quality work and meeting performance standards.	
01.11	Discuss state and federal labor laws regulating the workplace.	
01.12	Identify proper personal and business ethics.	
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.	
01.15	Identify postsecondary programs and educational training available for advancement in the field.	
01.16	Explain concepts of self-understanding, self-esteem, and self-image.	
02.0	Demonstrate customer service skills.  The student will be able to:	
02.01	Demonstrate a hospitality attitude.	
02.02	Identify and apply different levels of service recovery by utilizing customer service and cultural intelligence strategies.	
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	Identify and demonstrate interpersonal and communication skills relevant to the business environment (eg:  cross-cultural communication).	
03.03	Exhibits responsible behavior through honesty, respect, fairness and accountability.	
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 self-management.	
03.10	Set personal goals and develop a plan of action to achieve those goals.	
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	Identify and practice stress management techniques.	
03.14	Identify motivational techniques.	
03.15	Identify team-building strategies.	
03.16	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	Identify the unique differences of staff communication and use of inter-departmental/company communication (ie:  Independent vs. Corporate Owned; email vs. newsletter, managerial vs. employee, etc.).	
04.03	Explain nature of positive customer/client relations.	
04.04	Demonstrate listening strategies that improve understanding and performance on the job.	
04.05	Interpret business policies to customers/clients.	
04.06	Demonstrate ability to locate, understand, and interpret information found in manuals, graphs, schedules, charts, diagrams, and Internet resources to generate a report.	
04.07	Train employees to communicate effectively.	
04.08	Understand the process of communicating a service failure to the appropriate departments involved (ie:  Inter-departmental communications such as Billing problems with accounting or front desk; maintenance problems, etc.).	
05.0	Demonstrate proficiency in applying mathematics skills.  The student will be able to:	
05.01	Compute addition, subtraction, multiplication, division, and percentage problems (ie:   calculate tax, gratuity, commission, miscellaneous charges, etc.).	
05.02	Apply problem-solving techniques to sales-related transactions including cash, checks, debit cards, credit cards, and discounts.	
05.03	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 management in any duty assigned.	
06.03	Handle all other internal control items as to company policy and procedure.	
06.04	Represent management in any duty assigned.	
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	Process reservation requests by type.	
07.05	Maintain registration records files, forms, and documents.	
07.06	Complete check-in procedures.	
08.0	Demonstrate housekeeping operations and management functions.  The student will be able to:	
08.01	Describe housekeeping department operations (including cruise ships, etc.).	
08.02	Identify housekeeping administrative areas.	
08.03	Identify housekeeping management functions.	
08.04	Identify recordkeeping procedures.	
08.05	Understand the tenets of professional housekeeping management.	
08.06	Understand laundry operations in a various hospitality settings (ie: hotel, cuise ships, etc.).	
08.07	Develop and control restroom sanitation program.	
09.0	Demonstrate leadership and supervisory skills.  The student will be able to:	
09.01	Utilize problem-solving skills in accordance with management policy and mission statement.	
09.02	Establish/modify policies and procedures that align with the mission statement, SOPs, and operational needs.	
09.03	Inform personnel of policy and/or mission statement changes.	
09.04	Identify management functions.	
09.05	Identify supervisory functions.	
09.06	Identify leadership styles.	
09.07	13.08	Identify work improvement strategies such as motivation and productivity.	
09.08	Describe the supervisor's role as a change agent.	
10.0	Apply and maintain security and safety procedures.  The student will be able to: 	
10.01	Demonstrate general safety and security practices.	
10.02	Set up and maintain security procedures for guests, facilities, equipment and supplies.	
10.03	Identify components of training and supervision.	
10.04	Understand general policies and procedures for dealing with emergency/crisis situations.	
10.05	Understand the various fire-fighting methods utilized in the hospitality industry.	
10.06	Provide and maintain emergency first aid equipment and/or supplies.	
10.07	Discuss importance of and protocol used in Cardiopulmonary Resuscitation (CPR) and use of Automated External Defibrillator (AED).	
10.08	Follow company emergency procedures.	
11.0	Analyze laws that affect the hospitality industry.  The student will be able to:	
11.01	Interpret and apply labor regulations/laws.	
11.02	Interpret and apply fire regulations.	
11.03	Interpret and apply liquor laws.	
11.04	Interpret and apply workers’ compensation laws.	
11.05	Interpret and apply civil rights acts.	
11.06	Interpret and apply the Americans with Disabilities Act.	
11.07	Interpret and apply company and/or franchise regulations.	
12.0	Operate liability and risk identification program.  The student will be able to:	
12.01	Train employees in liability and risk identification procedures.	
12.02	Identify liability and risk situations and take remedial action using approved procedures.	
12.03	Enforce liability and risk identification procedures with all employees.	
13.0	Demonstrate effective use of computers.  The student will be able to:	
13.01	Demonstrate skill in use of software standard to the hospitality industry.	
13.02	Demonstrate use of a property management system.	
13.03	Demonstrate use of a point of sale system.	
13.04	Retrieve guest data using computer terminal.	
13.05	Demonstrate skills in the use of email, electronic spreadsheets, and presentation and word processing tools.	
14.0	Exhibit skills for resort/club/marina/hotel management.  The student will be able to:	
14.01	Discuss the resort/club/marina/hotel concept.	
14.02	Identify special considerations in planning and development.	
14.03	Discuss resort/club/marina/hotel facilities planning.	
14.04	Analyze requirements for recreational activities.	
14.05	Identify personnel department functions.	
14.06	Identify front of house functions.	
14.07	Identify heart of house functions.	
14.08	Identify security functions.	
14.09	Discuss marketing of resort/club/marina/hotel.	
14.10	Discuss resort investment management.	
14.11	Discuss future trends in the resort/club/marina/hotel industry.	
15.0	Examine the principles of convention management and services.  The student will be able to: 	
15.01	Compare the scope and segments of the convention market. 	
15.02	Identify potential convention groups. 	
15.03	Identify company/corporate meetings. 	
15.04	Identify factors affecting convention site selection. 	
15.05	Compare convention sales techniques. 	
15.06	Identify the sales process. 	
15.07	Compare customer services. 	
15.08	Identify convention-servicing requirements	
16.0	Demonstrate technology skills on computer system and the Internet.  The student will be able to: 	
16.01	Explain the basics of purchasing, implementing, maintaining, and affectivity of today’s information systems. 	
16.02	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. 	
16.03	Explain storage device, downtime, and backup, and identify common data storage devices. 	
16.04	Explain the ticket function of an automation system. 	
16.05	Identify and interpret reports generated by an automation system. 	
16.06	Identify the daily, weekly, monthly, and yearly report functions. 	
16.07	Explain data processing concepts and define important automation terms. 	
16.08	Analyze key reports generated by the automated system including daily and monthly sales reports, automated ARC reports, ticket inventories, aged analyses, and accounting journals. 	
16.09	Explain the effective use of internet in addressing customer requests.	
16.10	Explain the effective use of internet based marketing tools.	
17.0	Identify marketing, sales, and business promotion.  The student will be able to:	
17.01	Explain marketing, its role, functions and related activities. 	
17.02	Explain relationship of marketing to business and the economy. 	
17.03	Demonstrate an understanding of market segmentation 	
17.04	Identify target markets and develop a marketing plan. 	
17.05	Illustrate the importance of keeping up with current marketing ideas, new markets, and new technology. 	
17.06	Explain purpose and importance of selling. 	
17.07	Identify sales techniques used by the travel and tourism industry. 	
17.08	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. 	
17.09	Develop print advertisements and press releases.	
17.10	Implement public relations programs to promote features of business.	
17.11	Explain how the implications of social and economic trends might affect the Travel and Tourism market. 	
17.12	Identify major social networks and explain how they can be applied to a marketing strategy.	
17.13	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. 	
17.14	Demonstrate advertising principles to promote the Travel and Tourism business. 	
17.15	Explain the difference between Public Relations, Goodwill, and Personal Selling. 	
17.16	Develop in-house marketing collateral and promotions.	
18.0	Manage guest interactions.  The student will be able to:	
18.01	Listen reflectively.	
18.02	Review guest history.	
18.03	Ask questions.	
18.04	Collect information.	
18.05	Assess the guest’s needs.	
18.06	Research solutions.	
18.07	Develop a plan of action.	
18.08	Refer to appropriate authority (if needed).	
18.09	Execute data capture.	
18.10	Communicate actions.	
18.11	Resolve customer issues by applying successful service recovery strategies, to meet and exceed guests’ expectations.	
18.12	Offer additional services.	
18.13	Perform follow-up as needed.	
19.0	Participate in learning reservations procedures.  The student will be able to:	
19.01	Utilize available resources.	
19.02	Seek feedback on performance.	
19.03	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