Florida Department of Education
Curriculum Framework 

Program Title:	Rooms Division Management
Career Cluster:	Hospitality & Tourism

CCC	
CIP Number	0252090402	
Program Type	College Credit Certificate (CCC)	
Program Length	30 credit hours	
CTSO	SkillsUSA, Collegiate DECA	
SOC Codes (all applicable) 	Assignment pending.	
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 employability and customer service skills, marketing techniques in the hospitality industry, laws that affect the hospitality industry, and management operations for hotels.  

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	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	Demonstrate housekeeping operations and management functions.
12.0	Demonstrate leadership and supervisory skills.
13.0	Apply and maintain security and safety procedures.
14.0	Demonstrate hotel staffing operations.
15.0	Analyze laws that affect the hospitality industry.
16.0	Operate liability and risk identification program.
17.0	Identify and demonstrate marketing and business fundamentals.
18.0	Demonstrate use of a property management system.
19.0	Identify terminology unique to the hotel/lodging industry.

Florida Department of Education
Student Performance Standards

Program Title:	Rooms Division Management
CIP Number:	0252090402
Program Length:	30 credit hours
SOC Code:	

This certificate program is part of the Hospitality and Tourism Management AS degree program (1252090101).  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	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 (i.e.: 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	Demonstrate guest oriented attitude and ability to anticipate guest needs.	
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 (i.e.:  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 (i.e.:  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	Develop a dynamic telephone personality.	
04.09	Discuss and identify various types of telephone systems.	
04.10	Identify front-desk telephone calls promptly and courteously.	
04.11	Understand the process of communicating a service failure to the appropriate departments involved (i.e.:  Inter-departmental communications such as Billing problems with accounting or front desk; maintenance problems, etc.)	
04.12	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 (i.e.:   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	Interpret quantitative information from tables, charts, and graphs as related to the workplace.	
05.04	Demonstrate ability to collect, organize, and interpret data, and predict outcomes relative to opening and closing procedures for a sales terminal.	
05.05	Apply mathematical concepts to completing purchase orders, invoices, packing slips, and shipping and handling charges.	
05.06	Analyze standard industry formulas relative to discount date and due date to determine the amount of payment on an invoice.	
05.07	Understand and interpret the main financial statements (i.e.: balance sheet, income statement, etc.) of a business, with a focus on the income statement.	
06.0	Identify economic principles.  The student will be able to:	
06.01	Explain the following concepts:  
•	Economic goods and services
•	Economic resources 
•	Economics and activities 
•	Utility 
•	“Supply and Demand” 
•	Price 
•	Economic systems
•	Private enterprise and business ownership
•	Profit
•	Risk 
•	Competition 
•	Productivity	
06.02	Explain the 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	Prepare an effective sales presentation.	
07.04	Understand the resources deployed to develop and execute a multi-media campaign.	
07.05	Prepare press release.	
07.06	Analyze the strategies businesses use to market to customers.	
07.07	Develop and implement a publicity and public relations plan.	
07.08	Create and implement a SWOT action plan to promote establishment’s features.	
07.09	Prepare and analyze questionnaire for guests.	
07.10	Promote room sales.	
07.11	Describe the sales process and various sales techniques used to sell to multiple markets (i.e.: MICE, SMERF, Corp, etc.)	
07.12	Discuss customer services.	
07.13	Identify servicing requirements of various industries/groups.	
07.14	Identify an establishment or destination’s target markets and prepare customized offers (i.e.:  leisure vs. corporate, corporate, convention groups, etc.).	
08.0	Identify the organization and function of 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 guest services agent.	
09.02	Maintain information about guest services.	
09.03	Represent management in any duty assigned.	
09.04	Handle all other internal control items as to company policy and procedure.	
09.05	Maintain necessary daily reports in accordance with policy and procedure.	
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	Discuss the pre-payment of future reservations.	
10.07	Maintain registration records files, forms, and documents.	
10.08	Complete check-in procedures.	
10.09	Understand how to solicit information from and work with the sales department to meet meeting guests’ needs.	
10.10	Find rooms for customers when property is over-booked (i.e.: “walking the guests”).	
10.11	Check room rack for available space and make room assignments prior to arrival.	
10.12	Discuss protocol for issuing room keys and receipt.	
10.13	Request payment of room in advance.	
10.14	Cancel room reservations.	
10.15	Obtain authorization on credit card and make credit card sale.	
10.16	Compute posting machine balance on all charges.	
10.17	Verify cash amount in cash register using posting machine.	
10.18	Perform cashiering duties and handle check out procedures by following policies and procedures.	
10.19	Understand how to manage a shift bank.	
10.20	Post charges to folio.	
10.21	Authorize guest charges to other departments.	
10.22	Record and place wake-up calls.	
10.23	Provide proper message and mail services.	
10.24	Transfer information from shift to shift.	
10.25	Understand the night audit process.	
10.26	Post current events board.	
10.27	Post messages on message board.	
10.28	Understand how to properly keep records of shipping/deliveries.	
10.29	Direct guests to other personnel and departments.	
10.30	Arrange for services for handicapped guests.	
10.31	Coordinate special guest services.	
10.32	Provide information regarding the community.	
10.33	Keep written record of all articles left by guests.	
10.34	Make group reservations for tours.	
10.35	Plan and administer front office operations (i.e.: managing accounts, simulations, etc.).	
10.36	Develop management system for front office areas.	
10.37	Effectively handle customer/client complaints by applying appropriate level of service recovery.	
11.0	Demonstrate housekeeping operations and management functions.  The student will be able to:	
11.01	Describe housekeeping department operations (including cruise ships, etc.)	
11.02	Identify housekeeping administrative areas.	
11.03	Identify housekeeping management functions.	
11.04	Identify recordkeeping procedures.	
11.05	Understand the tenets of professional housekeeping management.	
11.06	Understand laundry operations in various hospitality settings (i.e.: hotel, cruise ships, etc.).	
11.07	Prepare housekeeping report.	
11.08	Review key report.	
11.09	Review shift reports.	
11.10	Record and report room inventory.	
11.11	Develop and control restroom sanitation program.	
11.12	Demonstrate personal safety and protection procedures while performing housekeeping duties.	
12.0	Demonstrate leadership and supervisory skills.  The student will be able to:	
12.01	Utilize problem-solving skills in accordance with management policy and mission statement.	
12.02	Establish/modify policies and procedures that align with the mission statement, SOPs, and operational needs.	
12.03	Inform personnel of policy and/or mission statement changes.	
12.04	Identify management functions.	
12.05	Identify supervisory functions.	
12.06	Identify leadership styles.	
12.07	Identify work improvement strategies such as motivation and productivity.	
12.08	Describe the supervisor's role as a change agent.	
13.0	Apply and maintain security and safety procedures.  The student will be able to:	
13.01	Demonstrate general safety and security practices.	
13.02	Set up and maintain system for storage and protection of valuables.	
13.03	Set up and maintain security procedures for guests, facilities, equipment and supplies.	
13.04	Identify components of training and supervision.	
13.05	Maintain key controls.	
13.06	Develop and maintain a program for staff security and apply appropriate procedures for handling emergency situations.	
13.07	Understand general policies and procedures for dealing with emergency/crisis situations.	
13.08	Understand the various fire-fighting methods utilized in the hospitality industry.	
13.09	Provide and maintain emergency first aid equipment and/or supplies.	
13.10	Discuss importance of and protocol used in Cardiopulmonary Resuscitation (CPR) and use of Automated External Defibrillator (AED).	
13.11	Follow company emergency procedures.	
14.0	Demonstrate hotel staffing operations.  The student will be able to:	
14.01	Establish recruiting and selection procedures in accordance with company policy.	
14.02	Develop and evaluate procedures for staff orientation and training programs.	
14.03	Develop new employee orientation to facility and to company policies.	
14.04	Develop procedures for employee performance evaluation.	
14.05	Establish wage and salary control system.	
14.06	Identify labor control systems and their functions.	
14.07	Develop and apply disciplinary process related to coaching and progressive discipline.	
14.08	Demonstrate conflict resolution skills (i.e.: employee disputes/complaints, etc.).	
14.09	Identify employee groups.	
14.10	Identify the functions and purposes of employee unions.	
14.11	Identify procedures in management development.	
14.12	Prepare job descriptions.	
14.13	Conduct job application interviews.	
14.14	Delegate responsibility and authority.	
14.15	Prepare employee work schedules.	
14.16	Lead management-employee group discussions.	
14.17	Communicate policy concerning sexual harassment.	
14.18	Communicate policy concerning substance abuse.	
14.19	Perform a task analysis.	
15.0	Analyze laws that affect the hospitality industry.  The student will be able to:	
15.01	Interpret and apply labor regulations/laws.	
15.02	Interpret and apply fire regulations.	
15.03	Interpret and apply liquor laws.	
15.04	Interpret and apply workers’ compensation laws.	
15.05	Interpret and apply the Innkeepers’ Act.	
15.06	Interpret and apply civil rights acts.	
15.07	Interpret and apply the Americans with Disabilities Act.	
15.08	Interpret and apply company and/or franchise regulations.	
15.09	Interpret taxes affecting the hospitality industry.	
15.10	Interpret parts of group, convention, and banquet contracts.	
16.0	Operate liability and risk identification program.  The student will be able to:	
16.01	Train employees in liability and risk identification procedures.	
16.02	Identify liability and risk situations and take remedial action using approved procedures.	
16.03	Enforce liability and risk identification procedures with all employees.	
17.0	Identify and demonstrate marketing and business fundamentals.  The student will be able to:	
17.01	Explain marketing and its role.	
17.02	Explain functions of marketing and related activities.	
17.03	Explain relationship of marketing and social media to business and the economy.	
17.04	Explain types of business ownership.	
17.05	Compare and contrast the different forms of business ownership.	
17.06	Define “entrepreneurship.”	
17.07	Describe importance of entrepreneurship to the American economy.	
17.08	List the advantages and disadvantages of business ownership.	
17.09	Identify the risks involved in ownership of a business.	
17.10	Identify characteristics, aptitudes, and skills of a successful entrepreneur.	
17.11	Identify the business skills needed to operate a small business efficiently and effectively.	
17.12	Identify your entrepreneurial aptitudes and skills.	
17.13	Develop a plan for opening a business.	
18.0	Demonstrate use of a property management system.  The student will be able to:	
18.01	Prepare shift deposit.	
18.02	Compute occupancy report.	
18.03	Verify cash amount turned in on each shift.	
18.04	Post all charges from telephone, laundry, specialty shop purchases, restaurant and other services.	
18.05	Receive and record payments.	
18.06	Complete vouchers.	
18.07	Post allowance after guest has paid in full.	
18.08	Locate errors and make adjustments.	
18.09	Balance folio accounts.	
18.10	Complete excessive charges report.	
18.11	Prepare hotel revenue report on a daily basis.	
18.12	File each day's reports and papers.	
18.13	Maintain a neat and orderly front office.	
18.14	Prepare shift report.	
18.15	Maintain incident log.	
19.0	Identify terminology unique to the hotel/lodging industry.  The student will be able to:	
19.01	Set up, maintain, and audit petty cash fund.	
19.02	Maintain accounts payable.	
19.03	Check, record, and pay invoices.	
19.04	Maintain accounts receivable, including how to read and manage the aging report. 	
19.05	Understand the reconciliation process for cash accounts, bank deposits and bank statements. 	
19.06	Calculate, analyze, and review labor costs.	
19.07	Review and analyze balance sheet.	
19.08	Understand general ledger properties. 	
19.09	Monitor the accounting, cashiering, and billing of all guest services.	
19.10	Record and maintain daily departmental revenue records.	
19.11	Prepare journals and ledgers.	
19.12	Compute average amount spent by guests.	
19.13	Compute average room rate.	
19.14	Compute occupancy percentage report.	
19.15	Take posting machine balance on all charges.	
19.16	Solve problems when computers are inoperative.	
19.17	Discuss importance of payroll and record keeping as it relates to company policy.	

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.

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.

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.