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Categorize the travel and tourism industry by hotel size, target markets, and service levels.
Assessment Strategies
Case Study
Reflection
Criteria
Successful performance includes
Categorize hotels by size, target market, and service level
Compare hotel ownership and affiliation structures
Explain how hotel classifications influence operations and guest expectations
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Examine traveler types and factors influencing their decisions across business, leisure, group, and international segments.
Assessment Strategies
Reflection
Written Product
Criteria
Describe the characteristics and needs of major traveler segments
Analyze factors that influence traveler buying decisions
Recommend hotel services that respond to the needs of specific traveler segments
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Understand hotel missions, goals, and organizational structures, including functional areas and departmental operations.
Assessment Strategies
Written Product
Scenario Response
Industry Tour and Report
Criteria
Explain how goals, strategies, and tactics support a hotel mission
Describe the responsibilities of rooms division departments and positions
Illustrate how hotel departments work together to support operations and guest service
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Outline the guest cycle and front office communication processes for addressing service and complaints.
Assessment Strategies
Industry tour and report
Scenario Response
Criteria
Outline front office responsibilities throughout the guest cycle
Demonstrate effective communication with guests and hotel departments
Apply appropriate service recovery strategies when addressing guest concerns
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Explore reservations processes, group bookings, and revenue management tools like capacity and forecasting.
Assessment Strategies
Written Product
Scenario Response
Criteria
Explain the reservation process from inquiry through confirmation, modification, or cancellation
Apply procedures for managing individual and group reservations
Use capacity, forecasting, and reservation reports to support availability and revenue decisions
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Examine front office recordkeeping, property management systems, and accounting processes, including auditing fundamentals.
Assessment Strategies
Scenario Response
Reflection
Criteria
Explain how property management systems support front office records and transactions
Process guest accounts using folios, vouchers, ledgers, and settlement procedures
Apply internal controls and auditing practices to protect financial accuracy and guest information
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Develop hotel security programs addressing safety concerns while liaising with law enforcement and society.
Assessment Strategies
Written Product
Scenario Response
Reflection
Criteria
Identify essential components of an effective hotel security program
Explain management and staff responsibilities for maintaining guest and employee safety
Apply legal, ethical, and communication practices when responding to security concerns
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Define housekeeping roles and responsibilities, utilizing planning tools for communication and operational efficiency.
Assessment Strategies
Scenario Response
Research Paper
Interview
Criteria
Explain the roles and responsibilities of housekeeping positions
Use planning tools to coordinate room status, staffing, and daily assignments
Demonstrate effective communication between housekeeping, the front office, and other hotel departments
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Summarize staffing strategies for recruitment, training, and motivation to effectively manage hospitality teams.
Assessment Strategies
Scenario Response
Written Product
Skill Demonstration
Criteria
Develop strategies for recruiting and selecting qualified hospitality employees
Outline an effective orientation and training process for hotel staff
Recommend leadership and motivational practices that support employee performance and retention