Hotel and Restaurant Management. Course Description: Job Title: Hotel and Restaurant Personnel

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1 Hospitality, Tourism and Recreation REVISED: July/2014 Course Description: This competency-based course is the second in a sequence of two designed for hospitality, tourism and recreation. It provides students with projectbased learning experiences in hotel and restaurant management. Technical instruction includes an introduction, workplace safety and employability skills. Emphasis is placed on principles and procedures used in organizational management, front office/desk operations, banquet/meeting room operations, housekeeping operations, linen room operations, floor housekeeping supevision, restaurant and dining room operations, and employability skills are covered. The competencies in this course outline are aligned with the California High School Academic Content Standards and the California Career Technical Education Model Curriculum Standards. Job Title: Hotel and Restaurant Personnel Career Pathway: Hospitality, Tourism and Recreation Industry Sector: Hospitality, Tourism and Recreation O*NET-SOC CODE: CBEDS Title: Hotel and Lodging Services CBEDS No.: Hotel and Restaurant Management Credits: 5 Hours: 90 Prerequisites: Enrollment requires successful completion of the Event Planning ( ) course. NOTE: For Perkins purposes this course has been designated as a concentrator/capstone course. This course cannot be repeated once a student receives a Certificate of Completion.

2 COURSE OUTLINE COMPETENCY-BASED COMPONENTS A course outline reflects the essential intent and content of the course described. Acceptable course outlines have six components. (Education Code Section 52506). Course outlines for all apportionment classes, including those in jails, state hospitals, and convalescent hospitals, contain the six required elements: (EC 52504; 5CCR [b]; Adult Education Handbook for California [1977], Section 100) Course Outline Components GOALS AND PURPOSES Location Cover The educational goals or purposes of every course are clearly stated and the class periods are devoted to instruction. The course should be broad enough in scope and should have sufficient educational worth to justify the expenditure of public funds. The goals and purpose of a course are stated in the COURSE DESCRIPTION. Course descriptions state the major emphasis and content of a course, and are written to be understandable by a prospective student. PERFORMANCE OBJECTIVES OR COMPETENCIES pp Objectives should be delineated and described in terms of measurable results for the student and include the possible ways in which the objectives contribute to the student s acquisition of skills and competencies. Performance Objectives are sequentially listed in the COMPETENCY-BASED COMPONENTS section of the course outline. Competency Areas are units of instruction based on related competencies. Competency Statements are competency area goals that together define the framework and purpose of a course. Competencies fall on a continuum between goals and performance objectives and denote the outcome of instruction. Competency-based instruction tells a student before instruction what skills or knowledge they will demonstrate after instruction. Competency-based education provides instruction which enables each student to attain individual goals as measured against pre-stated standards. Competency-based instruction provides immediate and continual repetition and In competency-based education the curriculum, instruction, and assessment share common characteristics based on clearly stated competencies. Curriculum, instruction and assessment in competency-based education are: explicit, known, agreed upon, integrated, performance oriented, and adaptive

3 COURSE OUTLINE COMPETENCY-BASED COMPONENTS (continued) Course Outline Components INSTRUCTIONAL STRATEGIES Location p. 13 Instructional techniques or methods could include laboratory techniques, lecture method, small-group discussion, grouping plans, and other strategies used in the classroom. Instructional strategies for this course are listed in the TEACHING STRATEGIES AND EVALUATION section of the course outline. Instructional strategies and activities for a course should be selected so that the overall teaching approach takes into account the instructional standards of a particular program, i.e., English as a Second Language, Programs for Older Adults, Programs for Adults with Disabilities. UNITS OF STUDY, WITH APPROXIMATE HOURS ALLOTTED FOR EACH UNIT The approximate time devoted to each instructional unit within the course, as well as the total hours for the course, is indicated. The time in class is consistent with the needs of the student, and the length of the class should be that it ensures the student will learn at an optimum level. Cover pp Units of study, with approximate hours allotted for each unit are listed in the COMPETENCY AREA STATEMENT(S) of the course outline. The total hours of the course, including work-based learning hours (community classroom and cooperative vocational education) is listed on the cover of every CBE course outline. Each Competency Area listed within a CBE outline is assigned hours of instruction per unit. EVALUATION PROCEDURES p. 13 The evaluation describes measurable evaluation criteria clearly within the reach of the student. The evaluation indicates anticipated improvement in performances as well as anticipated skills and competencies to be achieved. Evaluation procedures are detailed in the TEACHING STRATEGIES AND EVALUATION section of the course outline. Instructors monitor students progress on a continuing basis, assessing students on attainment of objectives identified in the course outline through a variety of formal and informal tests (applied performance procedures, observations, and simulations), paper and pencil exams, and standardized tests. REPETITION POLICY THAT PREVENTS PERPETUATION OF STUDENT ENROLLMENT Cover After a student has completed all the objectives of the course, he or she should not be allowed to reenroll in the course. There is, therefore, a need for a statement about the conditions for possible repetition of a course to prevent perpetuation of students in a particular program for an indefinite period of time

4 ACKNOWLEDGMENTS Thanks to CAROL RUGNETTA and FRED PRINZ for developing and editing this course outline. Acknowledgment is also given to DARLENE NEILSEN for editing this curriculum, and to ERICA ROSARIO for designing the original artwork for the course covers. Thanks to ISABEL VÁZQUEZ for the leadership she provided in implementing course sequences. JUDY DE LA TORRE Specialist Career Technical Education APPROVED: DONNA BRASHEAR Executive Director Division of Adult and Career Education - 4 -

5 Hospitality, Tourism, and Recreation Knowledge and Performance Anchor Standards 1.0 Academics Analyze and apply appropriate academic standards required for successful industry sector pathway completion leading to postsecondary education and employment. Refer to the Hospitality, Tourism, and Recreation academic alignment matrix for identification of standards. 2.0 Communications Acquire and accurately use Hospitality, Tourism, and Recreation sector terminology and protocols at the career and college readiness level for communicating effectively in oral, written, and multimedia formats. 3.0 Career Planning and Management Integrate multiple sources of career information from diverse formats to make informed career decisions, solve problems, and manage personal career plans. 4.0 Technology Use existing and emerging technology, to investigate, research, and produce products and services, including new information, as required in the Hospitality, Tourism, and Recreation sector workplace environment. 5.0 Problem Solving and Critical Thinking Conduct short, as well as more sustained, research to create alternative solutions to answer a question or solve a problem unique to the Hospitality, Tourism, and Recreation, using critical and creative thinking; logical reasoning, analysis, inquiry, and problem-solving techniques. 6.0 Health and Safety Demonstrate health and safety procedures, regulations, and personal health practices and determine the meaning of symbols, key terms, and domain-specific words and phrases as related to the Hospitality, Tourism, and Recreation sector workplace environment. 7.0 Responsibility and Flexibility Initiate, and participate in, a range of collaborations demonstrating behaviors that reflect personal and professional responsibility, flexibility, and respect in the Hospitality, Tourism, and Recreation sector workplace environment and community settings. 8.0 Ethics and Legal Responsibilities Practice professional, ethical, and legal behavior, responding thoughtfully to diverse perspectives and resolving contradictions when possible, consistent with applicable laws, regulations, and organizational norms. 9.0 Leadership and Teamwork Work with peers to promote divergent and creative perspectives, effective leadership, group dynamics, team and individual decision making, benefits of workforce diversity, and conflict resolution as practiced in the career technical student organization (FHA-HERO, the California Affiliate of FCCLA) Technical Knowledge and Skills Apply essential technical knowledge and skills common to all pathways in the Hospitality, Tourism, and Recreation sector, following procedures when carrying out experiments or performing technical tasks. (Direct alignment with WS ) 11.0 Demonstration and Application Demonstrate and apply the knowledge and skills contained in the Hospitality, Tourism, and Recreation anchor standards, pathway standards, and performance indicators in classroom, laboratory and workplace settings, and through the career technical student organization (FHA-HERO, the California Affiliate of FCCLA)

6 Hospitality, Tourism, and Recreation Pathway Standards C. Hospitality, Tourism, and Recreation Pathway The Hospitality, Tourism, and Recreation pathway integrates various facets of the hospitality industry: lodging, travel, and tourism; event planning; theme parks, attractions, and exhibitions; and recreation. Students engaged in this pathway have broad experiences related to the specific industry segments, including: industry awareness; organizational management; customer service; sales and marketing; facilities management; lodging; travel destinations; and reservations, ticketing, and itineraries. Sample occupations associated with this pathway: Guest Services Agent Director of Conference Services Certified Meeting/Event Planner Theme Park Director C1.0 Demonstrate an understanding of the major aspects of the hospitality, tourism, and recreation industry (i.e. lodging, travel, and tourism; event planning; theme parks, attractions, and exhibitions; and recreation) and the industry s role in local, state, national, and global economies. C2.0 Analyze the basic elements of workforce and organizational management, including the roles and responsibilities of effective management and employees in the industry. C3.0 Apply the knowledge and skills essential for effective guest services in the hospitality, tourism, and recreation industry sector. C4.0 Describe the fundamentals of successful sales and marketing methods. C5.0 Demonstrate an understanding of the basics of systems operations and the importance of maintaining facilities, equipment, tools, and supplies. C6.0 Implement procedures for common types of financial transactions. C7.0 Demonstrate an understanding of the essential aspects of the lodging industry. C8.0 Interpret the basics of global and domestic physical and cultural geography in relation to the hospitality, tourism, and recreation industry. C9.0 Apply the basic processes of making reservations, ticketing, and developing travel itineraries. C10.0 Explain the fundamental purpose and basic organizational structure of a variety of theme parks, attractions, and exhibitions. C11.0 Illustrate the fundamentals of planning events for a diverse clientele. C12.0 Demonstrate an understanding of the value of recreation and the fundamentals of recreational facilities and services

7 CBE Competency-Based Education COMPETENCY-BASED COMPONENTS for the Hotel and Restaurant Management Course COMPETENCY AREAS AND STATEMENTS MINIMAL COMPETENCIES A. INTRODUCTION evaluate the objectives of the course. (4 hours) 1. Describe class procedures and policies. 2. Describe benefits of careers in the hospitality, tourism, and recreation industry. 3. Describe how the application of skills learned in the classroom will apply to the work environment. 4. Define the following terms: a. hospitality b. management c. personnel d. resources e. schedule f. appointment g. reservation h. guaranteed reservation i. occupancy rate j. accommodations k. amenities l. no-show m. stay over n. front of the house o. back of the house B. WORKPLACE SAFETY evaluate workplace safety principles and procedures. (4 hours) 1. Describe the Occupational Safety and Health Administration (OSHA) rules and regulations pertaining to the hospitality, tourism, and recreation industry. 2. Describe the importance of having the emergency/disaster plans/procedures for a hotel, restaurant, or a resort. 3. Describe the importance of knowing the emergency/disaster plans/procedures for a hotel, restaurant, or a resort. 4. Describe the importance of practicing the emergency/disaster plans/procedures for a hotel, restaurant, or a resort. 5. Describe and demonstrate the safe use of office equipment. 6. Describe and demonstrate the safe use of housekeeping chemicals and equipment. 7. Describe and demonstrate the safe methods of handling heavy baggage. 8. Pass the safety test with a score of 100%

8 C. ORGANIZATIONAL MANAGEMENT evaluate organizational management principles and procedures as they apply to the hospitality, tourism, and recreational industry. (20 hours) 1. Describe the history and trends in the hospitality, tourism, and recreation industry. 2. Describe the educational requirements for the different types of management in the industry. 3. Describe the duties for the different levels of management in the following service departments: a. front office/desk b. banquet c. accounting d. purchasing e. security f. personnel g. sales (advertising and public relations) h. engineering i. executive management 4. Explain the legal responsibility of the establishment regarding guests and their property. D. FRONT OFFICE/DESK OPERATIONS evaluate the principles and procedures used for front office/desk operations. 1. Describe the impact of the front office/desk personnel on the following attributes of the establishment: a. reputation b. competitive edge c. profitability 2. Describe the following steps when registering a guest: a. handling the paperwork b. processing the payment c. distributing the key card d. giving directions e. ringing for a bell person 3. Role-play the following duties: a. responding to guest inquiries for general information b. making referrals to room service c. making arrangements for wake up calls 4. Describe the duties of a bell person. 5. Role-play a guest-bell person encounter. 6. Describe the duties of a valet. 7. Role-play a guest-valet encounter. 8. Describe the importance of the front office reports, including: a. room status reports b. expected arrival/departure reports 9. Describe the correct procedure for telephone operators in answering a telephone and processing messages. 10. Role-play a guest-telephone operator encounter

9 (20 hours 11. Describe the appropriate response of the front office/desk for the following events: a. fire b. robbery c. earthquake d. other catastrophes 12. Check receipts and shipping invoices against accounts payable and forward information to the accounting department. 13. Perform a thorough inspection and evaluation of a front office/desk and its personnel. E. BANQUET/MEETING ROOM OPERATIONS evaluate the principles and procedures used for setting up a banquet or meeting room according to written orders. (6 hours) 1. Describe the elements of a written order. 2. Describe and demonstrate the proper setting up/taking down of tables and chairs. 3. Describe and demonstrate the proper draping of a head table. 4. Describe and demonstrate the proper way of setting a table. 5. Describe and demonstrate the proper way of setting up the following: a. podium b. microphone c. portable dance floor 6. Describe and demonstrate the proper way of setting up and operating the audiovisual equipment. 7. Perform a thorough inspection and evaluation of a banquet/meeting room. F. HOUSEKEEPING OPERATIONS evaluate the principles and procedures used for housekeeping operations. (7 hours) 1. Describe the impact of the housekeeping personnel on the following attributes of the establishment: a. reputation b. competitive edge c. profitability 2. Explain how each of the items of a clean-up cart is used in the preparation and/or cleaning of a guest s room. 3. Perform housekeeping tasks such as cleaning a room after a guest s departure. 4. Describe and demonstrate the cleaning of the following: a. porcelain b. stainless steel c. tub showers d. toilets 5. Describe and demonstrate the cleaning of the following: a. glass b. tile c. vinyl d. linoleum floor e. carpets 6. Describe and demonstrate the operation of a commercial vacuum. 7. Describe and demonstrate the straightening and making of a bed with mitered corners. 8. Perform the cleaning of a guest room in 30 minutes or less. 9. Perform a thorough inspection and evaluation of a guest room

10 G. LINEN ROOM OPERATIONS evaluate the principles and procedures used for laundry room operations. (6 hours) 1. Describe the impact of the linen room workers on the following attributes of the establishment: a. reputation b. competitive edge c. profitability 2. Describe and demonstrate the mending of torn linens and uniforms. 3. Describe and demonstrate the systematic counting of supplies and uniforms in/out. 4. Describe and demonstrate the sorting of linens and uniforms. 5. Describe and demonstrate the drying of permanent press articles to assure a wrinkle free condition. 6. Describe and demonstrate the operation of the following machines: a. commercial washer b. clothes dryer c. folding machine 7. Describe and demonstrate the hand folding of linens. 8. Describe and demonstrate the operation of a commercial ironing machine. 9. Perform a thorough inspection and evaluation of a linen room. H. FLOOR HOUSEKEEPING SUPERVISION evaluate the principles and procedures used for floor housekeeping supervision. (6 hours) 1. Describe the impact of the floor housekeepers and aides on the following attributes of the establishment: a. reputation b. competitive edge c. profitability 2. Give oral instructions in a clear, accurate, logical and complete manner by using: a. correct sentence structure b. the proper mechanics of standard English 3. Write instructions in a clear, accurate, logical, and complete manner by using: a. correct sentence structure b. the proper mechanics of standard English 4. Assign aides to rooms. 5. Demonstrate the support and training of new housekeeping personnel (aides). 6. Perform a thorough inspection and evaluation of rooms reported to be in order to ensure they meet the standards set by the establishment. I. RESTAURANT AND DINING ROOM OPERATIONS evaluate the principles and procedures used in restaurant and dining room operations. 1. Describe the impact of the restaurant and dining room personnel on the following attributes of the establishment: a. reputation b. competitive edge c. profitability 2. Describe and demonstrate the proper way of greeting and seating guests. 3. Describe and demonstrate the proper way of describing the specials of the day. 4. Describe and demonstrate the proper way of taking an order

11 (5 hours) 5. Describe and demonstrate the proper way of serving food. 6. Describe and demonstrate the art of cleaning and resetting table tops. 7. Perform a thorough inspection and evaluation of the following restaurant and dining room personnel: a. host b. hostess c. servers d. buspersons J. EMPLOYABILITY SKILLS evaluate the principles and procedures used for career planning, job search and acquisition, leadership, and human relations. (12 hours) 1. Describe the different ways of searching for a job. 2. Describe the value of résumés in obtaining employment. 3. Describe the value of personal networking in obtaining employment. 4. Write a résumé and cover letter. 5. Describe the importance of the following requirements of a job application: legibility, correctness, and completeness. 6. Correctly fill out a job application form. 7. Demonstrate good work habits such as punctuality and regular attendance. 8. Describe job interview preparation such as dress, references, résumé, work permit, interview, and follow-up. 9. Define the following: a. gross pay b. net pay c. federal tax d. state tax e. FICA f. SDI taxes g. the W-4 form 10. Describe the following benefits: a. statutory b. compensatory c. employer-sponsored 11. Describe the team concept in working cooperatively with others. 12. Describe the importance of having good interpersonal skills especially when interacting with multi-cultural co-workers and customers. 13. Describe self-esteem and its importance in job search/acquisition and longevity. 14. Define ethics. 15. Explain the importance of ethical standards and social responsibilities in the hospitality, business environment. 16. Describe the importance of professional growth and development. 17. Pass a teacher-developed final examination with a minimum of 80% accuracy

12 SUGGESTED INSTRUCTIONAL MATERIALS and OTHER RESOURCES TEXTBOOKS Jones, Thomas J. and Robert J. Martin. Professional Management of Housekeeping Operations, 4 th Edition. Wiley, John & Sons, Incorporated, King, John H. and Ronald F. Cichy. Managing for Quality in the Hospitality Industry. Prentice Hall, Miller, Jack E, Karen Eich Drummond, and John R. Walker. Supervision in the Hospitality Industry, 4 th Edition. Wiley, John & Sons, Incorporated, Ninemeier, Jack D. Management of Food and Beverage Operations, 5 TH Edition. Educational Institute of American Hotel and Motel Association, Zemke, Dina and Thomas Jones. Managing the Built Environment in Hospitality Facilities. Prentice Hall, RESOURCES Employer Advisory Board members CTE Foundation Standards International Council on Hotel, Restaurant, and Institutional Education (ICHRIE), 2613 N. Parham Rd., 2nd Floor, Richmond, VA Phone: (804) Fax: (804) National Restaurant Association Educational Foundation (NRAEF), 175 West Jackson Blvd., Suite 1500, Chicago, IL Phone: (800) COMPETENCY CHECKLIST

13 TEACHING STRATEGIES and EVALUATION METHODS AND PROCEDURES A. Lecture and discussion B. Multimedia presentations C. Projects D. Individualized instruction EVALUATION SECTION A Introduction Pass all assignments and exams on introduction with a minimum score of 80% or higher. SECTION B Workplace Safety Pass the safety test with 100% accuracy. SECTION C Organizational Management Pass all assignments and exams on organizational management with a minimum score of 80% or higher. SECTION D Front Office/Desk Operations Pass all assignments and exams on front office/desk operations with a minimum score of 80% or higher. SECTION E Banquet/Meeting Room Operations Pass all assignments and exams on banquet/meeting room operations with a minimum score of 80% or higher. SECTION F Housekeeping Operations Pass all assignments and exams on housekeeping operations with a minimum score of 80% or higher. SECTION G Linen Room Operations Pass all assignments and exams on linen room operations with a minimum score of 80% or higher. SECTION H Floor Housekeeping Supervision Pass all assignments and exams on floor housekeeping supervision with a minimum score of 80% or higher. SECTION I Restaurant and Dining Room Supervision Pass all assignments and exams on restaurant and dining room supervision with a minimum score of 80% or higher. SECTION J Employability Skills Pass all assignments and exams on employability skills with a minimum score of 80% or higher

14 Statement for Civil Rights All educational and vocational opportunities are offered without regard to race, color, national origin, gender, or physical disability