HOSP311 Hospitality Management 3 Credit Hours 8 Week Course Prerequisite(s) None

Transcription

1 STUDENT WARNING: This course syllabus is from a previous semester archive and serves only as a preparatory reference. Please use this syllabus as a reference only until the professor opens the classroom and you have access to the updated course syllabus. Please do NOT purchase any books or start any work based on this syllabus; this syllabus may NOT be the one that your individual instructor uses for a course that has not yet started. If you need to verify course textbooks, please refer to the online course description through your student portal. This syllabus is proprietary material of APUS. HOSP311 Hospitality Management 3 Credit Hours 8 Week Course Prerequisite(s) None Table of Contents Instructor Information Course Description Course Scope Course Objectives Course Delivery Method Course Materials Evaluation Procedures Grading Scale Course Outline Policies Academic Services Selected Bibliography Course Description (Catalog) This course is a study of club management, to include the many different forms of clubs in existence around the world today, to include health, golf, leisure, professional, and other forms of clubs. The course focuses on all aspects of social, physical, and business issues associated with club management. (Note to Students: The course materials, assignments, learning outcomes, and expectations in this upper level undergraduate course assume that the student has completed all lower level general education and career planning coursework necessary to develop research, writing, and critical thinking skills. Students who have not fulfilled all general education requirements through courses or awarded transfer credit should strongly consider completing these requirements prior to registering for this course.) Table of Contents

2 Membership Marketing 2 Course Scope This course is divided into 8 weeks and is organized to give students a broad overview of the operation of public and private clubs, including the many different forms of clubs in existence around the world today, to include health, golf, leisure, professional, and other forms of clubs. The social, physical, and business issues are examined and other key managerial aspects are considered. Instruction is primarily text-book driven with accompanied online lectures and online classroom weekly discussion. Because it is a survey course of a broad subject, it will out of necessity; cover each topic with a broad brush. However, the reference area and online conference room will allow a deeper look into any subject area that particularly attracts the student. The student will learn how to use the World Wide Web to research topics related to the material discussed and covered in the textbook. Course Objectives Upon completion of this course, students should be able to: Table of Contents Define a club, including descriptions of how they are owned and the types of private clubs that exist. List membership categories. Summarize the important elements of private club organizational structures. Explain the roles that boards of directors and general managers play in private clubs. Describe effective leadership techniques for club managers. Describe the strategic planning process and how to implement it. Identify the role of marketing in private clubs and explain buyer behavior and marketing mix. Explain the role of membership marketing and the membership director. Identify essential elements in human resource management including major laws, recruitment, selection, orientation, performance appraisals, an discipline. Summarize the techniques involved in training and development including assessment, socialization, and training at all employee levels in the club. Describe the importance of member service and how it is executed in private clubs. Explain how food and beverage operations in clubs are organized, staffed, and financed. Describe how entertainment needs are managed and purchased in a private club. Explain which financial documents are used in clubs, how to analyze them, and the three types of budgeting. Describe how club technology is integrated into a club including system basics, generic software, accounting systems, club applications, POS systems, event management, golf course management, and system interfacing and upgrades. List the types of facilities, programs, services, and staff found in a club s golf operations. Summarize the major issues involved in golf course maintenance including budgets, equipment, turfgrass management, and environmental concerns. Describe the fitness, spa, aquatics, and tennis operations found in many private clubs.

3 Membership Marketing 3 Table of Contents Course Delivery Method This B.A. in Hospitality Management course delivered via distance learning will enable students to complete academic work in a flexible manner, completely online. Course materials and access to an online learning management system will be made available to each student. Online assignments are due by the last day of each week (Sunday) and include Discussion Board questions (accomplished in groups through a threaded discussion board), examinations, and quizzes (graded electronically). Course Materials Textbook: Table of Contents Course Author Book Publisher ISBN # GM 377- HOSP311 Perdue, Joe Contemporary Club Management, 2 nd edition American Hotel & Lodging Association Web-based Readings See Appendix C. Software Requirements Microsoft Office (MS Word, MS Excel, MS PowerPoint) Adobe Acrobat Reader (Click here for free download) Table of Contents Evaluation Procedures Quizzes are graded instantly after the exam has been submitted. The class participation grade appears in your profile and under (Newsgroup) assignments.

4 Membership Marketing 4 Course Requirements Percent Chapter Quizzes 16 Discussion Board Participation 6 Mid-Term Exam - Chaps Hot Topic Essay 18 Final Exam - Chaps Total Points 100 Grading Scale Table of Contents Please see the student handbook < to reference the University s grading scale < Course Outline Table of Contents Week 1: 6 12 July (Topic): Overview of Club Operations Learning Objectives: After studying this lesson, you should be able to: 1. Describe the nature and appeal of a private club, explain how private clubs are owned, and describe types of clubs. 2. Describe the facets of private club membership including categories, reciprocity, and discipline procedures. 3. Explain how the boards and committees of private clubs are structured. 4. Summarize the duties of a club s general manager, club professionals, and typical department managers. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter One Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Introduce yourself on the Discussion Board following these steps: a. Click on the Discussion Board and Introduce Yourself links. b. Click REPLY TO THIS MESSAGE" and enter a short introductory paragraph about yourself, what you are majoring in and what you expect to learn from this course. c. Click Submit

5 Membership Marketing 5 I encourage you to upload a picture of yourself in your "My Profile" to personalize the online interaction with your classmates. This is not a course requirement. a. To upload your photo, look in your left menu, and click Course Materials. b. In the center of the page, click My Folder, Upload To My Folder, Browse, click on the file name of your photo, Open and Upload File. c. When your picture uploads, place a check mark in the box to make it visible in your profile to other students. 2. Week 1 is continued. 3. Study questions: 1. Which of the following is the best definition of a private club? 2. A club that is owned by an individual or corporation, not its members, is called a(n) club. 3. Which of the following statements about city clubs is true? 4. A club membership for individuals (usually the children of regular members) who have not yet attained the age required for regular membership but are too old to be afforded membership status on the basis of their parents' membership is called a membership. 5. If you want to become a member of a private club, you must first: 6. Who or what is actually in charge of the daily operational management of an equity club? 7. Permanent committees that help a club conduct ongoing activities are called committees. 8. The committee that is responsible for overseeing the maintenance of a club's clubhouse and surrounding grounds is called the committee. 9. A club general manager's second in command is usually the: 10. The role of a board of governors at a non-equity club is to: Week 1 (Topic) The Board of Directors and the General Manager/Chief Operating Officer Learning Objectives: After studying this lesson, you should be able to: 1. Describe a typical board structure and how it governs the club. 2. List the types of written records that a private club board generates and maintains. 3. Identify the important factors that make a new job a success for general managers. 4. Explain the chief operating officer model. 5. Describe how the management to leadership model works and what it means for club managers.

6 Membership Marketing 6 6. List tips for long-term success as a club manager. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Two Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions.. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Study questions: 1. How many people should serve on a club's board of directors? 2. When a club's board is too small: 3. Who on the club's board is in charge of board meeting minutes and the club's records? 4. What are some disadvantages to a short term of service for club directors? 5. Which of the following is an advantage of a long term of service for club directors? 6. A club who places an unqualified person onto its board just because that person belongs to a certain club membership segment is guilty of: 7. Most of the work involved in planning and conducting new-board-member orientation programs falls to the club's: 8. A club's rules are meant to: 9. Club general managers and meeting experts cite as the single most important tool for successful meetings. 10. Which of the following is a tip general managers should follow to help them be successful at a club? Week 2: July (Topic) Leading Clubs Effectively Learning Objectives: After studying this lesson, you should be able to: 1. Explain how club managers can conduct a service analysis and a club survey at their club. 2. Summarize elements of effective club leadership. 3. Describe how club managers can do a better job of managing their time. 4. Discuss how club managers can discover and develop leadership strengths and goals, and better plans for their future.

7 Membership Marketing 7 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Three Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Week 2 is continued. 4. Study questions: 1. What can provide an analytical snapshot of the club s present service, giving a basis for developing long-term service goals and objectives? 2. Which of the following is a procedural dimension of a service operations analysis? 3. What is the second phase of a service analysis? 4. Which of the following is NOT a critical characteristic of a well-written goal? 5. What type of report is often characterized by dense, flowery descriptions? 6. Which of the following is a bad time management habit? 7. Which of the following statements about delegation is FALSE? 8. Which of the following is NOT a step in a personal leadership analysis? 9. What type of goal does the following statement represent: I will earn a master club manager designation within three years of undertaking and earning a master s degree. 10. Jamaal has been a clubhouse manager at the Eight Flags Beach Club for five years. The general manager at the club is a young, energetic manager who is pleased with Jamaal s work. The general manager is also highly popular with the club membership and has indicated that he plans to stay at Eight Flags Beach Club as long as the members will have him or until he retires. Which of the following statements is most likely true about Jamaal s future at the Eight Flags Beach Club? Week 2 (Topic) Leading the Strategic Process Learning Objectives: After studying this lesson, you should be able to: 1. Explain the importance of a club strategic plan and the integral part that a vision plays in that plan. 2. Define club mission statements, goals, and objectives. 3. Describe a SWOT analysis and how it is conducted at a club. 4. Explain how strategies are implemented at a club with budgets, action plans, and evaluation. 5. Summarize issues that club managers should be aware of when implementing their club s strategy.

8 Membership Marketing 8 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Four Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Study questions: 1. Jenna is the information technology director at a large country club. She s taking the other three members of her department on a retreat to develop department strategies and initiatives. What type of strategic planning is Jenna and her department engaging in? 2. What type of decisions are being made when the leader accepts input before calling for a vote? 3. What type of decision is being made when participants arrive at a decision informally and usually without a vote? 4. What is perhaps the most fundamental of the strategic planning elements? 5. Which of the following statements about creating a strategic vision is FALSE? 6. When a club focuses on its uniqueness and price, perhaps by entering a market at several ecomoic levels with a variety of club communities, what business-level strategy is it practicing? 7. Which of the following is NOT an element that should be considered when creating a mission statement? 8. The general manager of a yacht club is conducting a SWOT analysis. One of the items he has listed is that all of his department managers have either just completed or are in the process of completing the Manager in Development program from the Club Managers Association of America. How would this item be classified in a SWOT analysis? 9. The Mile High Uptown Club is publicizing its outstanding view of the local marina during the upcoming Powerboating Weekend. What strategy is it engaging in? 10. Which of the following statements about strategic implementation analysis is FALSE? Week 3: July (Topic) Club Marketing Learning Objectives: After studying this lesson, you should be able to: 1. Explain the role of marketing in a private club setting. 2. Summarize consumer and organization buyer behavior.

9 Membership Marketing 9 3. Identify the ways marketing mix affects club marketing. 4. Describe how marketing research is ethically conducted in and for clubs. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Five Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Week 3 is continued. 4. Study questions: 1. The set of all actual and potential buyers of a product or service is called a: 2. A marketing strategy that is -oriented is focused on having salespeople enter the marketplace to stimulate demand for their company's products or services. 3. If a company tries to increase its revenue by increasing market share with current products in current markets, it is pursuing a growth strategy. 4. If a company tries to increase its revenue by introducing new products to current markets, it is pursuing a growth strategy. 5. Services have to be marketed differently from manufactured goods because services are: 6. The family life cycle is a series of stages within a family that are determined by: 7. An individual who controls the flow of information into a buying center is called a: 8. A soft drink purchased at the snack bar by a club member is an example of a good. 9. If a club product is in the growth stage of the product life cycle: 10. Focus group research is a form of research. Week 3 (Topic) Membership Marketing Learning Objectives: After studying this lesson, you should be able to: 1. Describe common factors involved in declining club membership, explain how a club s location affects membership size, and list reasons often cited why marketing is not necessary in clubs. 2. Identify and discuss the 4 P s of marketing.

10 Membership Marketing Describe steps in developing a membership marketing plan, summarize issues clubs must consider in order to develop an appropriate plan, and describe strategies clubs use to attract new club members. 4. Summarize the major duties and responsibilities of a club membership director, and describe how clubs are using the Internet and databases in their membership marketing efforts. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Six Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Study questions: 1. Which of the following is NOT considered a reason for the decline in membership in private clubs since the late 1980s? 2. What demographic factor affects the market size for a downtown city club? 3. Which of the following is NOT one of the 4 Ps of marketing? 4. Karley is listing the threats and opportunities her club is facing. She is writing out the factors that differentiate her club from its competitors and what the demographic profile is of the area. At what step in the membership marketing plan is she? 5. What is the final step in developing a membership marketing plan? 6. The Fast Track Athletic Club has decided to lower its initiation fees for four months in an attempt to boost membership. What type of new member initiative is it engaging in? 7. A legacy membership category is typically offered to: 8. What do clubs typically conduct to review the policies and procedures of the club with new members and their families? 9. What task is often the responsibility of a membership director? 10. What are databases able to track for membership marketing purposes?

11 Leading Clubs Effectively 11 Week 4: 27 July 2 Aug (Topic) Managing Human Resources in Clubs Learning Objectives: After studying this lesson you should be able to: 1. Summarize major U.S. employment laws that affect clubs. 2. Describe recruitment, selection, and orientation tasks. 3. Explain the issues and tasks club managers should be familiar with regarding employee performance appraisals. 4. Describe approaches to employee discipline and discharge policies. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Seven Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Week 4 is continued. 3. Study questions: 1. According to the Immigration Reform and Control Act of 1986: 2. Which of the following statements about the Americans with Disabilities Act (ADA) is true? 3. The interviewer does not plan any questions in advance for a(n) interview. 4. Orientation programs are intended to: 5. Roja began her new job as a groundskeeper filled with excitement. She d just completed a bachelor s of science degree in turfgrass management and had completed internships with some of the largest golf courses and most exclusive private clubs in the country during the four summers she was in college. On the first day, the golf course superintendent sent her out to hand pick annual bluegrass from the greens. The next day he had her spend the whole day studying charts. When she asked for more challenging assignments, she was told that he was starting her out on easy jobs so that she could get a feel for the work. By the end of the week, Roja was beginning to wonder whether she d picked the wrong club to work for. Which orientation approach did the golf course superintendent use that led to Roja s waning enthusiasm? 6. Some managers tend to rate all employees, regardless of their performances, near the midpoint on a scale. This is called the error.

12 Leading Clubs Effectively Managers tend to rate an employee's performance close to what it was rated in the past. This is called the error. 8. You are the dining room manager of the Ultraline City Club. You decide to rate all of your food and beverage servers by writing each name on a small index card, then putting the card with the best employee's name at the top of the table, the card with the worst employee's name at the bottom of the table, the second-best employee's card second from the top, the second-worst employee's card second from the bottom, and so on until all of the cards are placed on the table. This ranking method is called: 9. If a club's employees can go to any manager in the club to appeal a disciplinary decision, the club is operating under a(n): 10. You are the clubhouse manager of a city club. You are considering firing one of your supervisors. Which of the following questions, if answered no, could leave you or the club open to a wrongful discharge suit if you fired the supervisor? Week 4 (Topic) Training and Professional Development in Clubs Mid-Term Exam Successfully complete a mid-term exam and demonstrate your knowledge of the theories, concepts, and terms covered in chapters one through seven. Learning Objectives: After studying this lesson, you should be able to: 1. Explain why training and professional development is crucial to the success and ultimately the future of private clubs. 2. Identify specific characteristics of diversity in trainees and how those characteristics affect retention of the subject matter. 3. Describe how training and professional development is an investment in the human capital of private clubs. 4. Explain the needs assessment process and its role as the foundation of training. 5. Describe the characteristics of effective orientation and socialization programs and the benefits these programs have for the club. 6. Identify how a trainer can increase results by using the Four-Step Training Method. 7. Identify the professional development opportunities and certifications for supervisors and managers. 8. List the advantages and disadvantages of outsourcing training. After studying previous assignments, you should be able to demonstrate knowledge of all the weekly learning objectives and study questions.

13 Leading Clubs Effectively Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Eight Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Take Mid-Term Exam (Chapters 1-8). It is due by Sunday midnight. Instructions: In the left menu, click Exams, Mid-Term Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Review all study questions. 3. Study questions: 1. Which of the following is a hallmark of a learning organization? 2. Training reduces turnover by providing the employee with: 3. In which of the following situations is training the best solution? 4. is a systematic process for determining gaps between ideal and actual performance. 5. Mohra is walking through the club s main kitchen with a checklist. She s trying to determine whether all sanitation guidelines are being strictly adhered to. She carefully marks how each task is being performed so that she can determine what type of training is needed and how much. What type of data collection method is she using for her training needs assessment? 6. If current club employees are teaching newcomers to act as we act, what type of socialization process is taking place? 7. Which type of training provides maximum realism and is conducted during normal business hours? 8. What is the second step in the four-step training method? 9. What does the A in the T.R.A.I.N. acronym stand for? 10. Outsourcing the training and development function can be characterized as what? Week 5: 3 9 Aug (Topic) Quality Service in Clubs Learning Objectives: After studying this lesson, you should be able to: 1. Define service and its importance in differentiating clubs from their competition. 2. Explain the challenges that service presents to club management. 3. Describe how superior service can foster long-term loyalty amongst club members.

14 Leading Clubs Effectively Identify what managers need to do to understand customer requirements and fulfill club member needs. 5. Explain how club managers can develop a unified vision of service and an internal service ethic. 6. Describe the interaction between operational systems and quality service. 7. Identify the importance of feedback and service measurement. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Nine Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Study questions: 1. is determined by members and how they perceive the service received. 2. One of the challenges of service is that customers aren t able to employ their senses before they make a purchase. What characteristic of service does this represent? 3. Making the member the star of the show is one way to do what? 4. What is it called when clubs focus more on how they interact with members than they do on the product that they create? 5. Which of the following statements is FALSE? 6. A service strategy should be: 7. The service cycle is composed of: 8. What refers to the result of service or the answers the question What has been provided? 9. Which of the following is NOT a point on Albrecht s internal customer service triangle? 10. How are member surveys able to help improve the club s quality of service? Week 5: (Topic) Club Food and Beverage Operations Learning Objectives: After studying this lesson, you should be able to:

15 Leading Clubs Effectively Describe the importance of food and beverage operations to clubs. 2. Explain the organization of club food and beverage departments. 3. Describe how the menu drives food and beverage operations in clubs, and discuss the role of food and beverage staff in clubs. 4. Summarize financial aspects of club food and beverage operations. 5. Discuss trends that will likely affect club food and beverage operations in the future. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Ten Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Week 5 continued 3. Study questions: 1. Food and beverage operations are important to a club because they: 2. Traditional formal dining in clubs in the United States. 3. The club food and beverage facility that provides food to golfers on the golf course is called the: 4. A club's food and beverage manager typically reports to the: 5. The most important consideration for club menu planners is: 6. Cathy has just been hired at the Grandview Country Club. Today her supervisor is giving her a tour of the club, after which the supervisor is going to go over the club's mission statement and employee manual with her. Cathy is going through the process. 7. On a club's monthly operating statement, under "Other Income," the line "Unused minimum" refers to: 8. Why do food costs in private clubs tend to run significantly higher than for other segments in the food and beverage industry? 9. The percent of the food dollar spent for food consumed away from home:

16 Leading Clubs Effectively Gus is a member of the Greystone Country Club. When he dines in the club's food and beverage outlets, he likes entrees prepared from fresh ingredients. He looks for descriptions like "organic," "pesticide-free," "hormone-free," and "natural." Gus is best characterized as a diner. Week 6: Aug (Topic) Managing Entertainment in Clubs Learning Objectives: After studying this lesson, you should be able to: 1. Identify ways to determine the entertainment needs of a club s members. 2. List the types of entertainment available for a club. 3. Describe the important factors of purchasing entertainment for the club. 4. Identify the essential factors of contract negotiations and licensing. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Eleven Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Study questions: 1. Which of the following is one of the questions in the 5 W s method of selecting club entertainment? 2. All of the following might be included in an entertainer s promotional packet except: 3. Which of the following points is important to remember when club members want to book their own entertainment? 4. An advantage of using a theme when planning an event is that it: 5. What is the standard for break times in the entertainment industry? 6. To what does the term name talent refer? 7. Which of the following is a disadvantage of working with a talent agency? 8. Which of the following provide the closest thing to turn-key service in club entertainment? 9. In what document can the list of a performer s requested backstage amenities usually be found?

17 Leading Clubs Effectively Which of the following is a music licensing agency? Week 6: (Topic) Club Financial Management Learning Objectives: After studying this lesson, you should be able to: 1. Identify the different financial statements used by clubs as found in the Uniform System of Financial Reporting for Clubs. 2. Analyze the statement of financial position, the statement of activities, and the statement of cash flows. 3. Describe the importance that ratios play in analyzing a club s performance. 4. Summarize the operating budget and the budgeting process. 5. Explain the capital and cash budgeting processes. 6. Summarize ways in which a club s general manager can ensure that a club complies with federal income tax laws. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Twelve Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. Notes 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Week 6 is continued. 4. Study questions: 1. The financial statement that is prepared as of the final day of an accounting period and reflects a club's financial position as of that particular day is called a statement of: 2. What is an advantage of using the Uniform System of Financial Reporting for Clubs? 3. Which of the following is a disadvantage of a statement of financial position? 4. Which of the following are outside the control of a club's general manager?

18 Leading Clubs Effectively The ratio designed to indicate management's effectiveness in using the club's resources is called the ratio. 6. To determine the current ratio, you divide: 7. The return on members' equity ratio is a(n) ratio. 8. At most clubs, the is responsible for preparing the club's operations budget. 9. A club's budget deals with the club's plans for acquiring property and equipment. 10. Which of the following statements about cash budgets is false? Week 7: Aug (Topic) Club Technology Learning Objectives: After studying this lesson, you should be able to: 1. Outline the benefits of an automated information system for clubs 2. Identify the hardware components of a computer system and describe typical hardware configurations. 3. Describe club applications for generic software programs. 4. Identify features and functions of a computerized club accounting system. 5. Describe the automation challenges associated with point-of-sale systems. 6. Identify the features and functions of event management software. 7. Identify the features and functions of golf course management software. 8. Describe the steps club managers can take to ensure the successful purchase or upgrade of a club computer system. 9. Explain the fundamental features and functions of and the World Wide Web and describe internet applications for clubs. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Thirteen Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit). 2. Participate in the Discussions.

19 Leading Clubs Effectively Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Study questions: 1. Which of the following computer terms relates to the transformation of raw facts and isolated figures as input (data) into timely, accurate, and useful output (information)? 2. Which of the following is one of the primary advantages of electronic data processing over manual data processing? 3. All of the following are considered hardware components of a computer system except: 4. A set of programs that instructs or controls the operation of the hardware components of a computer system is called: 5. Two years ago, the Hollow Haven Club computerized some of its accounting functions by purchasing modular software. The resulting savings and increased efficiencies prompted the management team to consider computerizing the club's payroll system. Which of the following would be the most important issue in purchasing a payroll module if the management team expects to generate complete financial statements from its eventual computer system? 6. Which of the following statements about POS systems is true? 7. Which of the following types of files within event management software would contain non-food items such as serving utensils, rental equipment, and decorations? 8. Which of the following features of golf course management software is the least transparent to club members? 9. Which of the following is the first step in the process of purchasing or upgrading a club computer system? 10. Which of the following is likely to be an address? Week 7: (Topic) Golf Operations in Clubs Learning Objectives: After studying this lesson, you should be able to: 1. List and describe golf facilities typically found at clubs. 2. Describe handicap systems, club tournaments, golf instructional programs at clubs, caddie programs at clubs, and golf car issues at clubs. 3. List typical golf staff positions, summarize the duties and responsibilities of golf staff positions, and list and briefly describe major golf associations that can assist clubs.

20 Leading Clubs Effectively Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Fourteen Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Week 7 is continued 3. Your Hot Topic Research Essay is due next week. 4. Study questions: 1. Which of the following statements about club golf courses is true? 2. Which of the following is not a golf facility typically found at a club? 3. A handicap system allows club members with different abilities to play golf together: 4. Winners for an 18-hole round of golf are determined in three ways: best score for the first 9 holes, best score for the second 9 holes, and best score for all 18 holes. This describes the golf event format. 5. A club golf tournament that is not organized primarily for members and invited guests is called a(n) tournament. 6. Fewer and fewer clubs are offering caddie services to members because: 7. Clubs should replace their golf cars every: 8. An advantage of electric golf cars over gasoline-powered golf cars is that: 9. A club's golf director: 10. The main duty of a marshal on the golf course is to: Week 8: Aug (Topic) Golf Course Maintenance Learning Objectives: After studying this lesson, you should be able to: 1. Describe the purpose and functions of the greens and grounds department. 2. List positions commonly found in the greens department and describe their functions. 3. Identify the greens and grounds department s budgetary concerns and equipment needs. 4. Identify turfgrass species and describe their use on golf courses. 5. Describe basic turfgrass management practices. 6. Explain how environmental concerns such as water, chemicals, and wildlife affect golf course management practices.

21 Leading Clubs Effectively Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Fifteen Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Study questions: 1. What task could a club general manger perform to support a golf course superintendent? 2. Which private club employee is the golf course and turf expert? 3. The Golf Course Superintendents Association of America certifies golf course superintendents based on their mastery of core competencies. One of the core competencies encompasses the skills of anticipating staffing needs, handling hazardous materials, and maintaining the grounds. Which competency encompasses these skills? 4. Which golf course employee is typically responsible for scheduling, maintaining, and performing minor repairs on complex irrigation systems? 5. What is the first step in forming a golf course budget? 6. What type of golf course equipment is considered shop equipment? 7. Which of the following turfgrasses is a warm season turfgrass? 8. Which of the following turfgrasses is a cool season turfgrass? 9. Which of the following is a characteristic of the transition zone? 10. The distance above the soil line that grasses are clipped is referred to as the: Week 8 (Topic) Club Fitness, Aquatic, and Tennis Operations Learning Objectives: After studying this lesson you should be able to: 1. Identify and describe the major areas and pieces of equipment in a typical club fitness center, and summarize how members use them. 2. Identify fitness center staff positions and describe their qualifications and duties. 3. List typical club fitness programs, summarize fitness-center risk management and liability issues, describe typical payment policies for club fitness centers, and list fitness associations.

22 Leading Clubs Effectively Describe typical club aquatics programs and special events, and summarize the qualifications and duties of aquatics staff positions. 5. List aquatics safety policies, describe pool operation and maintenance activities, and list aquatics associations. 6. Describe typical tennis programs offered at clubs, and summarize the qualifications and duties of tennis staff positions. 7. Explain club pro shop policies, describe tennis-operation maintenance issues, and list tennis associations. 1. Take an online Chapter quiz. Instructions: In the left menu, click Exams, Chapter Sixteen Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Participate in the Discussions. 2. Review the Discussion Board rules and procedures in your syllabus/student course guide. 3. Week 8 is continued. 4. Study questions: 1. Most of a club's fitness equipment is located in the club's area. 2. Progressive-resistance training equipment is designed to: 3. Fitness directors and instructors, personal trainers, floor leaders, and support staff should all: 4. Weight management, nutrition, and stress management are topics for that clubs might offer to members. 5. The aquatics director normally reports to the club's: 6. Which of the following is commonly used to filter pool water? 7. You are the manager of the Greentree Country Club. As you are making your rounds, you pass through the pool area and you see one of the lifeguards spill part of his styrofoam cup of ice-water in the storage canister where he is getting some powdered chlorine to add to the pool. You see the lifeguard slap the lid back on the canister and head back to the pool. Which of the following should you do? 8. One of the primary purposes of a is to introduce prospective members to the club.

23 Leading Clubs Effectively Fee policies for tennis lessons are set by a club's: 10. Which of the following statements about a club's tennis pro shop is false? Week 8: (Topic) Final Exam and Hot Topic Research Essay Successfully complete a final proctored exam and demonstrate your knowledge of the theories, concepts, and terms covered in this course and textbook. Write a research paper on a current topic assigned to you. Learning Objectives: After studying previous assignments, you should be able to demonstrate knowledge of all the weekly learning objectives and study questions. 1. Take Final Exam. It is due by Sunday midnight. Instructions: In the left menu, click Exams, Final Exam, enter your answers online, place a check mark in the box next to the Submit button, and click Submit.) 2. Conduct research and write an essay on one of the topics in Appendix A (choose one). a. Your essay should include a cover sheet, at least six to eight pages of content that are double spaced using Arial 12 font, and a reference page using the APA style in Appendix B. b. You may utilize the Online Research Center (ORC) found in the left menu prior to entering your e-classroom by clicking Resource Center and Online Research Center or you may utilize any Internet Search Engine. c. Use at least two sources other than your textbook. Do not plagiarize! Give authors credit for their ideas and writings. d. Upload your essay in Assignments as Hot Topic Research Essay Your Last Name.doc (e.g. HotTopicEssayGreen.doc). See Appendix B. Good luck on your final exam! Polices Table of Contents Please see the student handbook < to reference all University policies. Quick links to frequently asked questions about policies are listed below: Drop/Withdrawal Policy <

24 Leading Clubs Effectively 24 Plagiarism Policy < Extension Process and Policy < Table of Contents Academic Services ONLINE LIBRARY RESEARCH CENTER & LEARNING RESOURCES The Online Library Resource Center is available to enrolled students and faculty from inside the electronic campus. This is your starting point for access to online books, subscription periodicals, and Web resources that are designed to support your classes and generally not available through search engines on the open Web. In addition, the Center provides access to special learning resources, which the University has contracted to assist with your studies. Questions can be directed to Charles Town Library and Inter Library Loan: The University maintains a special library with a limited number of supporting volumes, collection of our professors publication, and services to search and borrow research books and articles from other libraries. Electronic Books: You can use the online library to uncover and download over 50,000 titles, which have been scanned and made available in electronic format. Electronic Journals: The University provides access to over 12,000 journals, which are available in electronic form and only through limited subscription services. Turnitin.com: Turnitin.com is a tool to improve student research skills that also detect plagiarism. Turnitin.com provides resources on developing topics and assignments that encourage and guide students in producing papers that are intellectually honest, original in thought, and clear in expression. This tool helps ensure a culture of adherence to the University's standards for intellectual honesty. Turnitin.com also reviews students' papers for matches with Internet materials and with thousands of student papers in its database, and returns an Originality Report to instructors and/or students. Smarthinking: Students have access to 10 free hours of tutoring service per year through Smarthinking. Tutoring is available in the following subjects: math (basic math through advanced calculus), science (biology, chemistry, and physics), accounting, statistics, economics, Spanish, writing, grammar, and more. Additional information is located in the Online Research Center. From the ORC home page, click on either the Writing Center or Tutoring Center and then click Smarthinking. All login information is available. Table of Contents Selected Bibliography

25 Leading Clubs Effectively 25 Perdue, J. (2007). Contemporary Club management. Lansing, MI: American Hotel & Lodging Association Stipanuk, D.M. (2002). Hospitality facilities management and design. Lansing, MI: American Hotel & Lodging Association Birchfield, J.C. and Sparrowe, R.T. (2003). Design and layout of foodservice facilities. Hoboken, NJ: John Wiley & Sons, Inc. Lattin, G.W. (2005). The Lodging and food service industry. Lansing, MI: American Hotel & Lodging Association Ninemeier, J.D. (2000). Food and beverage management. Lansing, MI: American Hotel & Lodging Association Kasavana, M.L. and Brooks, R.M. (2001). Managing front office operations. Lansing, MI: American Hotel & Lodging Association Gee, C.Y. (1996). Resort development and management. Lansing, MI: American Hotel & Lodging Association Feinstein, A.H. and Stefanelli, J.M. (2005). Purchasing: selection and procurement for the hospitality industry. Hoboken, NJ: John Wiley & Sons, Inc. SEE also APPENDIX C Table of Contents Appendix Appendix A Hot Topic Research Essay Grade Sheet Name: ID: HOSP311 Hot Topic Research Essay Grade Sheet Session and Section: HOSP311 B001 Summer 09 Grade: See Total Score Below: Weight Hot Topic Research Essay Points Essay Organization 3 Thesis clearly defined and relevant 3 Supporting Paragraphs and Topic Sentences transition, topic sentences, support thesis 2 Summary Reiterates thesis and summarizes key points

26 Leading Clubs Effectively 26 2 APA Citations and References proper format and use at least 2 sources other than your textbooks. 5 Punctuation all punctuation rules apply and no comma splices! 5 Grammar wrong words, spelling, subject verb agreement, etc. 2 Length 1,500 to 2,000 Words (approx. 6 to 8 pages not including title page and citation page in Arial 12) 1 Format Title Page, Outline, Thesis highlighted TRAVEL, TOURISM, LODGING, FOOD & BEVERAGE CONTENT AND APPLICATION 20 Theories or Models from required readings 20 Concepts from required readings 15 Terms from required readings CONTENT 5 Breadth and Depth of Research 12 Terms, Concepts, Principles, and Research Analysis Overall Content Comparative Class Ranking 5 Exceptional 3 Above Average 2 Average 0 Below Average 100 Total Score Professor Comments: Hot Topic Research Essay Requirement: Write a research paper incorporating the knowledge gained from this course that discusses a hot topic in the Club Management. Choose one of the following topics: One thesis sentence could read something like this: With the advent of new strains of foodborne illnesses plaguing the food service industry and the prevalence of risks associated with preparing and serving food, one should assess the costs associated with foodborne illness outbreaks to businesses and organizations, analyze primary causes of illnesses, and recommended work habits that can significantly minimize or prevent the costs and risks associated with potential foodborne outbreaks. Another thesis sentence could read something like this: Most Food and Beverage operations tend to focus most of their effort on food preparation but sometimes over look the importance of beverages. Beverage sales can contribute significantly to the operations bottom line because

27 Leading Clubs Effectively 27 And yet another thesis sentence could read like this: On of the greatest challenges facing Clubs today is keeping membership levels high. Several ways of maintaining or increasing memberships are. You should support your thesis with at least one supporting paragraph for each fundamental area and a summary paragraph. Be sure to include theories, models, terms, concepts and principles learned throughout the course. Length and format Include a title page with your name, student number, title of your paper, course number, course name, session, section, semester and date. Include an outline of your paper. Highlight your thesis sentence in bold font. Use Arial 12 font and write at least a 1,500 to 2,000 word essay (normally about 250 words per page) not including the title page and citation page. Upload your Hot Topic Research Essay in Assignments Folder as HotTopicEssayYourName.doc (i.e. HotTopicEssayGreen.doc). Utilize the APA style for documenting sources. You should include at least 2 sources other than your textbooks. Punctuation, essay format (thesis, supporting paragraphs with transition and topic sentences, and summary) grammar and documentation count up to 20% of your essay grade. Appendix B APS Citations and Reference List APA Citations Always use citations in the text to document any ideas taken from a source. Under current copyright law everything anyone writes, including student essays, is copyrighted that is, protected by law from being used by anyone else without written permission. However, proper documentation will substitute for written permission to use copyrighted material for scholarship (Bauman, 2001, pp ). Please review the APUS Plagiarism Policy in your Student Handbook and in left and bottom menus of specific web pages. American Psychological Association (APA) format is used for most social and natural sciences. After you insert another author s work into your essay, enclose in parenthesis the author s last name, year of publication and a p. or pp. before the page number(s). For example, the citation is the blue colored parenthesis is that follows this quote: Charismatic leaders have the ability to inspire and motivate people to do more that they would normally do, despite obstacles and personal sacrifices (Daft, 2002, p. 141). If more than one page, cite the author s work as (Daft, 2002, pp ).