Florida Department of Education
Curriculum Framework 

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

CCC	
CIP Number	0252090406	
Program Type	College Credit Certificate (CCC)	
Program Length	19 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 coursework that prepares students for employment as supervisors and managers in the hotel/motel sectors of the hospitality industry. The courses in this certificate provide the skills required to work in operations and entry-level positions such as: Front Desk Supervisor or Guest Relations Supervisor. The courses offered in the Certificate Program provide the necessary prerequisites for the courses within the major for the Associate in Science 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 leadership and supervisory skills.
07.0	Demonstrate effective use of computers.
08.0	Exhibit skills for resort/club/marina/hotel management
09.0	Demonstrate proficiency in communication skills.
10.0	Identify terminology unique to the hotel/lodging industry.
11.0	Manage guest interactions.
12.0	Demonstrate effective learning reservations procedures.

Florida Department of Education
Student Performance Standards

Program Title:	Rooms Division Operations
CIP Number:		0252090406
Program Length:	19 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	Prepare a resume and cover letter, letter of application, follow-up letter, acceptance/rejection letter, and letter of resignation.	
01.03	Identify documents that may be required when applying for a job.	
01.04	Complete a job application form correctly utilizing Internet sites, company websites and social media (i.e.: LinkedIn, Monster.com, HCareers.com, etc.).	
01.05	Demonstrate competence in job interview techniques.	
01.06	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.	
01.07	Identify acceptable work habits.	
01.08	Identify acceptable employee health and grooming habits.	
01.09	Describe and apply the importance of producing quality work and meeting performance standards.	
01.10	Discuss state and federal labor laws regulating the workplace.	
01.11	Identify current trends that have developed in the hospitality industry.	
01.12	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	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	Demonstrate responsible behavior.	
03.04	Explain the importance of honesty and integrity when dealing with others.	
03.05	Demonstrate self-management.	
03.06	Demonstrate respect for the opinions, customs, and individual differences of others.	
03.07	Identify and practice stress management techniques.	
04.0	Perform general hotel duties.  The student will be able to:	
04.01	Perform duties of guest services agent.	
04.02	Maintain information about guest services.	
04.03	Represent management in any duty assigned.	
04.04	Handle all other internal control items as to company policy and procedure.	
04.05	Maintain necessary daily reports in accordance with policy and procedure.	
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	Describe guest services and the importance of as it relates to the competitive market.	
05.04	Process reservation requests by type.	
05.05	Define channel management and explain its effect on profitability.	
05.06	Discuss the pre-payment of future reservations.	
05.07	Maintain registration records files, forms, and documents.	
05.08	Complete check-in procedures.	
05.09	Understand how to solicit information from and work with the sales department to meet meeting guests’ needs.	
05.10	Find rooms for customers when property is over-booked (i.e.: “walking the guests”).	
05.11	Check room rack for available space and make room assignments prior to arrival.	
05.12	Discuss protocol for issuing room keys and receipt.	
05.13	Request payment of room in advance.	
05.14	Cancel room reservations.	
05.15	Obtain authorization on credit card and make credit card sale.	
05.16	Compute posting machine balance on all charges.	
05.17	Verify cash amount in cash register using posting machine.	
05.18	Perform cashiering duties and handle check out procedures by following policies and procedures.	
05.19	Understand how to manage a shift bank.	
05.20	Post charges to folio.	
05.21	Authorize guest charges to other departments.	
05.22	Record and place wake-up calls.	
05.23	Provide proper message and mail services.	
05.24	Transfer information from shift to shift.	
05.25	Understand the night audit process.	
05.26	Post current events board.	
05.27	Post messages on message board.	
05.28	Understand how to properly keep records of shipping/deliveries.	
05.29	Direct guests to other personnel and departments.	
05.30	Arrange for services for handicapped guests.	
05.31	Coordinate special guest services.	
05.32	Provide information regarding the community.	
05.33	Keep written record of all articles left by guests.	
05.34	Make group reservations for tours.	
05.35	Plan and administer front office operations (i.e.: managing accounts, simulations, etc.).	
05.36	Develop management system for front office areas.	
05.37	Effectively handle customer/client complaints by applying appropriate level of service recovery.	
06.0	Demonstrate leadership and supervisory skills.  The student will be able to:	
06.01	Utilize problem-solving skills in accordance with management policy and mission statement.	
06.02	Establish/modify policies and procedures that align with the mission statement, SOPs, and operational needs.	
06.03	Inform personnel of policy and/or mission statement changes.	
06.04	Identify management functions.	
06.05	Identify supervisory functions.	
06.06	Identify leadership styles.	
06.07	Identify work improvement strategies such as motivation and productivity.	
06.08	Describe the supervisor's role as a change agent.	
07.0	Demonstrate effective use of computers.  The student will be able to:	
07.01	Demonstrate skill in use of software standard to the hospitality industry.	
07.02	Demonstrate use of a property management system.	
07.03	Demonstrate use of a point of sale system	
07.04	Retrieve guest data using computer terminal	
07.05	Demonstrate skills in the use of email, electronic spreadsheets, presentation and word processing tools.	
08.0	Exhibit skills for resort/club/marina/hotel management. The student will be able to:	
08.01	Discuss the resort/club/marina/hotel concept.	
08.02	Identify special considerations in planning and development.	
08.03	Discuss resort/club/marina/hotel facilities planning.	
08.04	Analyze requirements for recreational activities.	
08.05	Identify personnel department functions.	
08.06	Identify front of house functions.	
08.07	Identify heart of house functions.	
08.08	Identify security functions.	
08.09	Discuss marketing of resort/club/marina/hotel.	
08.10	Discuss resort investment management.	
08.11	Discuss future trends in the resort/club/marina/hotel industry.	
09.0	Demonstrate proficiency in communication skills.  The student will be able to:	
09.01	Demonstrate effective communication: verbal, nonverbal, written, and electronic.	
09.02	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.).	
09.03	Explain nature of positive customer/client relations.	
09.04	Demonstrate listening strategies that improve understanding and performance on the job. 	
09.05	Interpret business policies to customers/clients.	
09.06	Demonstrate ability to locate, understand, and interpret information found in manuals, graphs, schedules, charts, diagrams, and Internet resources to generate a report.	
09.07	Train employees to communicate effectively.	
09.08	Develop a dynamic telephone personality.	
09.09	Discuss and identify various types of telephone systems.	
09.10	Identify front-desk telephone calls promptly and courteously.	
09.11	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.)	
09.12	Communicate establishment's mission statement concerning guest services.	
10.0	Identify terminology unique to the hotel/lodging industry.  The student will be able to:	
10.01	Understand and use terminology as it applies to the hotel/lodging industry.	
10.02	Demonstrate how to communicate with a customer to meet guest expectations.	
11.0	Manage guest interactions.  The student will be able to:	
11.01	Listen reflectively.	
11.02	Review guest history.	
11.03	Ask questions.	
11.04	Collect information.	
11.05	Assess the guest’s needs.	
11.06	Research solutions.	
11.07	Develop a plan of action.	
11.08	Refer to appropriate authority (if needed).	
11.09	Execute data capture from property management systems. 	
11.10	Communicate actions.	
11.11	Resolve customer issues by applying successful service recovery strategies, to meet and exceed guests’ expectations.	
11.12	Offer additional services.	
11.13	Perform follow-up as needed.	
12.0	Demonstrate effective learning reservations procedures.  The student will be able to:	
12.01	Review the format and attend scheduled training.	
12.02	Utilize available resources.	
12.03	Review job critical information.	
12.04	Seek feedback on performance.	
12.05	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.

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.