Strategies for Success COURSE GUIDE Hospitality Industry

Transcription

1 Strategies for Success COURSE GUIDE Introduction to Hospitality Industry (BUS 153) Sponsored by the U.S. Department of Education Title III Grant, Strategies for Success: Increasing Achievement, Persistence, Retention & Engagement,

2 Title III Strengthening Institutions Project Strategies for Success: Increasing Achievement, Persistence, Retention and Engagement The Strategies for Success Title III initiative is a major, five year project ( ) funded by a two million dollar grant from the U.S. Department of Education. This initiative is intended to transform Middlesex Community College by improving the academic achievement, persistence, retention, and engagement of its students. The project focuses on reformed curricula and comprehensive advising. Reformed Curriculum involves the design of developmental and college Gateway courses and learning communities embedded with Core Student Success Skills related to critical thinking, communication, collaboration, organization, and self assessment. Overall, 45 courses will be impacted over the five years of the project. Comprehensive Advising involves the design of integrated advising services to include identification of academic and career goals, creation of realistic educational plans, and continuous tracking and intervention with an emphasis on the Core Student Success Skills. Comprehensive Advising Services will be specifically tailored to each program of study. Cross division curriculum and advising design teams composed of faculty and staff are designing, piloting, and assessing the curriculum and advising initiatives. The Title III grant provides resources to support faculty professional development related to designing and piloting new curriculum and advising students. The grant also supports the purchase of advising software programs and the hiring of a Pedagogical Instructional Designer, Learning Engagement Specialist, Advising Coordinator, and two academic advisors. The resources provided by the grant offer an exciting opportunity for the college community to work together to develop the strong programs and services that will increase student success.

3 1 Contents Introduction... 2 Lesson Plan: Service... 3 Lesson Plan: Restaurant Organization and Management... 5 Lesson Plan: The Restaurant Industry... 7 Lesson Plan: The Cruise Industry... 9 Introduction to Hospitality Industry Assignment 2 Handout Lesson Plan: Gaming and Casino Hotels Introduction to Hospitality Industry Assignment 3 Handout Lesson Plan: Management Companies Lesson Plan: Ethics Lesson Plan: Marketing Hospitality Lesson Plan: Hotels Sample Key Operating Statistics Worksheet Handout Lesson Plan: Club Management Introduction to Hospitality Industry Club Management Assignment Introduction to Hospitality Industry Semester Project Handout Appendix: Sample Syllabus... 26

4 2 Introduction BUS 153, Introduction to Hospitality Industry, was developed to provide hospitality, travel and culinary arts students with a broad overview of the hospitality industry, and the careers available within that industry. This course addresses management practices in the gaming / casino industry, the cruise line industry, entrepreneurship in the hospitality industry, as well as club and restaurant management. It also explores ethics, marketing and industry best practices. Ideally, this course should include site visits and guest speakers. The goals of the Title III grant, Strategies for Success are to increase achievement, persistence, retention and engagement of students. The key skills of communication, critical thinking, collaboration, self reflection and organization have been infused in the course with the intent of reaching these goals. The concept is to lead students to apply these skills as a method for learning course content. The expectation is that by practicing these skills in this course, they will develop into more successful college students overall, and as a result, persist in their college studies. In order to succeed in the course, students are expected to read the text. Power Point notes are provided for each chapter to be used as a guide for reading, as well as to promote organization. Class activities are designed to enhance student knowledge on each topic, as well as promote critical thinking, communication and collaboration among students. Students will be given journal assignments for each topic as a means of self reflection. The course includes several writing assignments, quizzes and exams as well as a final semester project. Kim Morrissey, [email protected]

5 3 Lesson Plan: Service Learning Objectives: After successfully completing this activity, students will be able to: Explain the concept of service as it relates to the hospitality industry. Identify the outcomes of good service, and craft strategies to achieve this goal. Discuss industry best practices and their applications in all hospitality industries. College Student Success Skills Addressed: Critical Thinking, Collaboration, Communication Materials Needed: Students should have read chapter 1 in the text and reviewed the Chapter 1 PowerPoint notes posted on Blackboard. (PowerPoint Notes Attached. PowerPoint notes are designed as a reading guide for each chapter. Students should be prepared in class to discuss any material from the chapter and the PowerPoint notes for that chapter.) Disney Service Example Discussion from Chapter in Text. Disney Service Video YouTube A Day in the Life of a Disney Intern. Instructions: Activity #1: Bad Service Students will be asked to think about an experience in hospitality where they received bad service. Students will then go around the room and describe their experience. Students will be asked to comment on each other s experiences and offer recommendations as to how this situation could have been improved. This is a great ice breaker activity to help get students comfortable with each other and with speaking to the class. Students are generally excited to share their bad service experiences. Students should form chairs into a circle for easier discussion. Instructor s role is to facilitate the discussion, keep everyone on topic and steer conversation towards teachable points. Instructor should work with the students to help determine the cause of the bad service that they received, and how that situation could have been avoided or rectified. Industry best practices will be introduced during this activity as students start to make connections between the bad service that they received, and how service impacts the success of a hospitality operation. Activity #2: Best Practices in the Service Industry. The purpose of this activity is to introduce best practices in the hospitality industry as modeled by Disney. Disney Service Model: Students will form groups of 3 4 and discuss questions regarding Disney video and article. Groups will then discuss their answers with the class as a whole.

6 4 Assessment: Journal Assignment: Students will have a journal assignment reflecting on a situation in which they received good service. Students will be asked to reflect on why it is so important for the hospitality industry to provide good service. They will also be asked to discuss strategies for how a business in the hospitality industry can ensure that it provides good service. This information will also be included on chapter quizzes and mid term / final exams. Sample quizzes and exams are attached. Quizzes for this course are open book / open note and designed to encourage understanding of key concepts and terms. Exams are designed to promote critical thinking. Students are asked to think about the why and how in the hospitality industry. Why certain things are done, and how businesses can achieve success.

7 5 Lesson Plan: Restaurant Organization and Management Learning Objectives: After successfully completing this activity, students will be able to: Identify the components of success as it applies to the restaurant industry. Identify the key menu issues and control tools available to managers. Discuss the concepts of menu engineering, restaurant atmosphere and guest satisfaction. College Student Success Skills Addressed: Critical Thinking, Collaboration, Communication Materials Needed: Students should have read chapter five in the text and reviewed the chapter five PowerPoint notes posted on Blackboard. (PowerPoint Notes Attached) Kitchen Nightmares Video 15 minute segment of Kitchen Nightmares video will be shown. Instructions: Activity #1: Successful restaurants The purpose of this activity is to explore the enormity of the task of running a successful restaurant. Students will form groups of 3 4 and discuss the elements that they feel make a successful restaurant. Topics to be discussed: Why do you return to some restaurants and not others? Why are some restaurants busy and not others? How do you define success in the restaurant industry? Groups will post their lists on the board. Topics will then be discussed as a class. Students will develop a list of restaurants that they deem as successful. Web sites from each of those restaurants will be pulled up for the class to view, and analyze. Activity #2: Watch 15 minute segment from Kitchen Nightmare s, featuring a local restaurant, followed by a class discussion. Kitchen Nightmares video will provide an opportunity to discuss the mistakes many restaurants make, as well as how those problems can be avoided. A review from Chapter 4 regarding Chain versus Independent restaurants should be included in this discussion. The Kitchen Nightmares video will provide an example of an Independent restaurant. Assessment: Journal Assignment: Students will have a journal assignment reflecting on restaurant success. They will be tasked with assembling a plan for achieving success if they were to open a restaurant.

8 6 Key Chapter Terms: Ambience Fixed menus Cyclical menus Specialty menus Balance Sheet Income Statement Budget Standard Recipes Standard Purchase Specifications Standard Yield Standard Portion Size Standard Portion Cost Food Control Cycle Menu Engineering This information will also be included on chapter quizzes and midterm / final exams.

9 7 Lesson Plan: The Restaurant Industry Learning Objectives: After successfully completing this activity, students will be able to: Identify the many segments of the restaurant industry. Discuss the obstacles faced when opening a new restaurant. Explain the differences between chain and independent restaurants. Analyze the importance of sustainability in the restaurant industry. College Student Success Skills Addressed: Critical Thinking, Organization, Communication Materials Needed: Students should have read chapter four in the text and reviewed the PowerPoint notes posted on Blackboard. Video on Starbucks green practices. Article on Sustainability in the restaurant industry. Instructions: Activity #1: The purpose of this activity is to identify the many differences between chain and independent restaurants. Chains vs. Independents: 1. Divide class into two groups. One group will represent Chain restaurants. The other group will represent Independent restaurants. 2. Each group will prepare a list of pros and cons of that type of restaurant from both the management and the employee perspective. 3. Information will be written on board and discussed in class. Activity #2: Watch Starbuck video on green practices, followed by a class discussion. Topics to be discussed: What is sustainability? Why is it relevant in the restaurant industry? What green practices can / should a restaurant employ? Why should a restaurant do this? Assessment: Journal Assignment: Students will complete a journal assignment reflecting on sustainability in the restaurant industry. They will be asked to provide examples of restaurants that are using green practices, as well as explain why restaurants engage in such practices. This information will be included on course quizzes and exams.

10 8 Key Chapter Terms: Site Selection Feasibility Study Sustainability Chain Restaurants Independent Restaurants

11 9 Lesson Plan: The Cruise Industry Learning Objectives: After successfully completing this activity, students will be able to: Identify the four major segments of the cruise industry. Analyze the challenges of cruise ship operations. Discuss the various cruise ships positions. Explain the issues related to cruise ship security, safety and sanitation. College Student Success Skills Addressed: Critical Thinking, Collaboration, Communication Materials Needed: Chapter 10 in the text. PowerPoint Notes for Chapter 10 (Attached). Promotional Videos from Carnival Cruises, Norwegian Cruise Lines, and Oceana Cruises. 20/20 Video on Carnival Cruise Disaster Promotional Brochures from a variety of Cruise Lines. Article from USA Today, Fall 2012, Interview with the top CEO s of the major cruise lines. Instructions: Purpose of this lesson is to contrast not only the various types of entities in the cruise industry; but also the positive and negative aspects of the industry. Activity #1: Watch Promotional Video from Carnival Cruises (approx. five minutes) followed by brief class discussion on Carnival Cruise Lines. What category do they fall into? (Contemporary / Value Lines). Who are their target markets? How do they try to position themselves via their promotional video? Watch 20/20 video on Carnival Cruise Disaster 2013 (approx. 10 minutes) followed by discussion on the disaster. How what does happened compare with how Carnival promotes themselves? Look at the Carnival Cruises website. What are they currently doing to promote their business?

12 10 Activity #2: Jig Saw Activity Divide the class into six groups of 2 4. Assign each group one of the following jobs from a cruise line. Each group must use the text to research everything about their assigned position. The groups will be then mixed up so that each new group has one member representing each of the jobs researched. Each group member must then teach their group about the position that they were originally assigned. Each group is then given a brief quiz on the various jobs on the cruise ship, to be taken individually. The group who scores the highest group total on the quiz will receive five bonus points for the class. Notes: The goal of this is to help create accountability for their learning. The experts on each topic are not only responsible for learning the topic, but also knowing it well enough to teach their group. They must be able to provide their group with enough information so that they can score well on the quiz. This usually creates a fun atmosphere and friendly competition between the groups. Each group strives to become experts on all cruise ship jobs. The retention of this material is generally much higher when using this activity than traditional lecture methods. Activity #3: USA Today interview with Cruise Ship Industry CEO s from fall Class will sit in a circle. Each class member will be assigned a section of the article to read and explain to the class. Students will go around room and explain their section of the article and identify the critical learning points from that segment. Assessment: Journal Activity: Students will complete a reflection journal activity regarding the current status of the cruise ship industry. They should discuss any recent news worthy stories or issues pertaining to the industry; as well as how the industry can rebound from their recent disasters. Writing assignment: Students will complete a 2 3 page paper researching a major cruise line. See attached assignment. Key Chapter Terms: Contemporary / Value Cruise lines Premium Cruise lines Luxury Cruise lines Specialty Cruise lines Chief Officers Chief Engineer Environmental Officer Hotel Manager Purser Food and Beverage Manager Chief Housekeeper

13 11 Cruise Director Ship Physician Material from this chapter will be included on quizzes and exams.

14 12 Introduction to Hospitality Industry Assignment 2 Handout Research and report on one of the cruise lines listed in the text on page 323. The assignment should be 2 3 FULL pages, type written, double spaced, 12 point font. At least two sources must be used. All sources should be credited at the end of the paper on a works cited page. Sources such as Wikipedia or Google are not considered valid research sites. Be sure that all of your sources are from different sites. Paper must cover the following topics: 1. Name of cruise line. 2. Description of the cruise line, how many ships do they have? Where do they sail? Who are their target customers? 3. Describe at least three of the features of this cruise line that you find interesting or unique. What makes these features stand out to you? 4. Research any current news articles written about this company. What is trending with them? Are they dealing with any negative press? 5. Description of all marketing efforts they are currently using. Do you think their marketing efforts are effective? Why or why not? 6. Recommendations for this cruise line. Grading: Description of features 5 points Description of marketing 5 points Current news information 5 points Recommendations 5 points Works cited / research quality 5 points Total 25 points An A paper is one that fully answers and discusses all topics listed above. It should be well organized, be error free and show well thought out and developed topics. Anything less than Two FULL pages (normal size font) will not be considered complete. Information should ALWAYS BE IN YOUR OWN WORDS! It is plagiarism to copy information directly from a source (a website, article) and use it in your paper as your own words. All source information will be verified.

15 13 Lesson Plan: Gaming and Casino Hotels Learning Objectives: After successfully completing this activity, students will be able to: Identify the differences between free standing hotels and casino hotels. Discuss the challenges related to operations in the casino / gaming industry. Understand the segments of casino customers and how casinos cater to each group. Analyze the security concerns and controls needed to operating within the casino / gaming industry. College Student Success Skills Addressed: Critical Thinking, Collaboration, Communication Materials Needed: Chapter 11 in the text. PowerPoint s for Chapter 11 (attached). Article on Foxwoods casino. Instructions: Activity #1: Careers in the casino industry. The purpose of the activity is to explore the various positions and careers in the casino / gaming industry. Students will be divided into groups and each assigned one of the following positions from the casino industry to research. Croupier, Pit Boss, Floor People, Shift Manager and Game Manager. The group will then present material researched on this position to the rest of the class. Activity #2: Article on Foxwoods casino. Students should sit in a circle. Each student will be assigned a segment of the Foxwoods casino article to read and present to the class. Students will then go around and present key concepts from their segment. Class will then look at Foxwoods and Mohegan Sun websites. Students will compare and contrast the strengths and weaknesses of each site. Assessment: Journal activity: Students will find a current events article relating to the casino / gaming industry and reflect on its relevance to the class discussions. Written assignment: Students will write a 2 3 page research paper on a casino hotel. See attached assignment.

16 14 Key Chapter Terms: Table games Slot machines Markers Cashiers cage Pit Drop box Slot drop Table win Hold Percentage Croupier Floor people Pit Boss Shift Manager Game Manager Grind Players High End Players Accounting Controls Equipment Controls Human Controls Material from this chapter will be included in quizzes and exams.

17 15 Introduction to Hospitality Industry Assignment 3 Handout Research and report on one of the casinos listed in your text on pages The assignment should be 2 3 FULL pages, type written, double spaced, 12 point font. At least two sources must be used. All sources should be credited at the end of the paper on a works cited page. Sources such as Wikipedia or Google are not considered valid research sites. Be sure that all of your sources are from different sites. Paper must cover the following topics: Name of the casino. Description of the casino. Where is it located? Who are their target customers? Describe at least three of the features of this casino that you find interesting. Description of all marketing efforts they are currently using. (For example, do they have customer reward or point cards?) Analysis of their marketing efforts and recommendations for the casino. Grading: Basic Casino Information 5 points Description of features 5 points Description of marketing 5 points Recommendations 5 points Works cited / research quality 5 points Total 25 points An A paper is one that fully answers and discusses all topics listed above. It should be well organized, be error free and show well thought out and developed topics. Anything less than two FULL pages (normal size font) will not be considered complete. Information should ALWAYS BE IN YOUR OWN WORDS! It is plagiarism to copy information directly from a source (a website, article) and use it in your paper as your own words. All source information will be verified.

18 16 Lesson Plan: Management Companies Learning Objectives: After successfully completing this activity, students will be able to: Define hospitality management companies. Identify the key components of a management contract. Analyze the advantages and disadvantages for the various parties to operating with a management company. College Student Success Skills Addressed: Critical Thinking, Organization, Collaboration, Communication Materials Needed: Chapter 15 in text. PowerPoint notes for chapter 15 (attached). Instructions: Activity #1: Divide the class into four groups. Group 1 will represent Management Company Advantages Group 2: Management Company Disadvantages Group 3: Hotel Owner Advantages Group 4: Hotel Owner Disadvantages Each group will have 10 minutes to prepare their topic for presentation to the class. Each group will then present their topic and be prepared to answer questions from the other groups. Each group must also be prepared to ask at least one question of each group. Assessment: Material from this chapter will be included on quizzes and exams. Key Chapter Terms: Management Companies Management Contracts Reporting Requirements Approval Provisions Performance Clause

19 17 Lesson Plan: Ethics Learning Objectives: After successfully completing this activity, students will be able to: Define the terms ethics and social responsibility. Identify the various ethical issues facing the hospitality industry. Provide examples of socially responsible behavior in the hospitality industry. College Student Success Skills Addressed: Critical Thinking, Collaboration, Communication Materials Needed: Chapter 17 in the text. PowerPoint notes from chapter 17 (attached). Instructions: Activity #1: Read case on ethics in the hospitality industry. Discuss as a class the questions at the end of the case. Purpose of this activity is to introduce the concept of ethics in the hospitality industry and generate a class discussion. This case provides lots of grey areas for a lively discussion. It should get students thinking about the complexity of ethical issues and their ramifications. Activity #2: Divide the class into groups. Each group will be given an ethical issue in the hospitality industry. Groups will then present their topic to the class. Topics should include: Employee privacy Environmental issues Relations with foreign governments Alcohol and drug testing Truth in menu writing Quality concerns Conflicts of interest Discrimination Assessment: Journal activity: Students will be asked to reflect on an ethical issue or situation that they have faced in the work place or in school. They should describe the issue, how they handled the situation and what they learned from the experience. Material from this chapter will be included on quizzes and exams.

20 18 Key Chapters Terms: Ethics Social Responsibility

21 19 Lesson Plan: Marketing Hospitality Learning Objectives: After successfully completing this activity, students will be able to: Explain the importance of marketing in the hospitality industry. Discuss the methods of marketing in the hospitality industry. Understand the difference between public relations and publicity. College Student Success Skills Addressed: Critical Thinking, Collaboration, Communication Materials Needed: Chapter 14 in the text. PowerPoint for Chapter 14 (attached). Instructions: Activity #1: Students will be divided into five groups. Each group will be given a category of marketing to research and then present to the class. Groups will include: Print Advertising, Broadcast Advertising, Social Media, Publicity and Public Relations. Activity #2: Class will be divided into three groups. Each group will be given a different hospitality property to prepare a marketing plan for. Categories will be casino, hotel, and cruise ship. Students will be given a scenario for each venue and must prepare a marketing plan to present to the class. Assessment: Journal activity: Students will be asked to find and submit an example of marketing from the hospitality industry. Students will identify the target market, purpose and provide their overall impression of the advertisement. Material from this chapter will be included on quizzes and exams. Key Chapter Terms: Product Place Price Promotion Advertising Social Media Public Relations Publicity

22 20 Lesson Plan: Hotels Learning Objectives: After successfully completing this activity, students will be able to: Understand the different hotel location and pricing categories. Explain the importance of sustainability and greening in the hotel industry. Discuss the organization of a hotel, and the duties of the various departments. Practice using the four key operating statistics used by the hotel industry. College Student Success Skills Addressed: Critical Thinking, Collaboration, Communication Materials Needed: Chapter 6 & 7 in the text. PowerPoint notes for chapters 6 & 7. Instructions: Activity #1: Divide the class into four groups. Each group will research a pricing category for the hotel industry. Groups will report to the class as to the typical features of that category of hotel, and provide examples of hotels in that category. Four categories: Limited Service, Moderate Price, Full Service and Luxury. Activity #2: Watch video from Marriott Hotel website on Marriott s green practices, followed by class discussion on sustainability, going green and why hotels engage in these activities. Activity #3: Review hotel operating statistics and complete worksheet on key formulas (attached). Assessment: Journal Activity: Research and report on a hotel that is taking actions to go green. Describe the actions that they are taking. Why do you think they are engaging in these activities? Material from this chapter will be included on quizzes and exams. Key Chapter Terms: Revenue Centers Cost Centers Property Management Systems Revenue Management Occupancy

23 21 Average Daily Rate Revenue Per Available Room Yield % Limited Service Hotel Moderate Hotel Full Service Hotel Luxury Hotel

24 22 Sample Key Operating Statistics Worksheet Handout The following information is available for the Middlesex Hotel for March 1 st : Number of rooms available: 300 Number of rooms sold: 200 Total Rooms revenue: $40,000 Room Rack rate : $250 Calculate the following: 1. Occupancy % 2. Average Daily Rate 3. Yield % 4. Revenue Per Available Room

25 23 Lesson Plan: Club Management Learning Objectives: After successfully completing this activity, students will be able to: Understand the difference between city clubs, country clubs, hotels and restaurants. Discuss the different types of city clubs. Explain the options for club ownership. College Student Success Skills Addressed: Critical Thinking Materials Needed: Chapter 8 in the text. PowerPoint notes from Chapter 8 (attached). Instructions: Activity #1: Divide the class into five groups. Each group will research and report to the class on a category of City Club: Athletic, Dining, Professional, Social and University. Students will be responsible for all categories, not just the one that they reported on. Students will then mix up the groups play a jeopardy game based on this information to earn extra credit point in class. Activity #2: View the website of a variety of City and Country Clubs; followed by class discussion on each properties marketing, amenities and services. Assessment: Students will complete an assignment on the Club Industry (see attached). Material from this chapter will be included on tests and quizzes. Key Chapter Terms: City Club Country Club Equity Club Corporate Club

26 24 Introduction to Hospitality Industry Club Management Assignment 1 Research and report on either a country club or a private city club. Country Clubs and City Clubs are discussed in Chapter 8 of your text. Examples of local City Clubs would be the Algonquin Club in Boston, The BC Club of Boston, and The Harvard Club of Boston. The assignment should be 2 3 FULL pages, type written, double spaced, 12 point font. At least two sources must be used. All sources should be credited at the end of the paper on a works cited page. Sources such as Wikipedia or Google are not considered valid research sites. Be sure that all of your sources are from different sites. Paper must cover the following topics: Name of club. What type of club is it? Location. Services available / offered. Who are their target customers? Describe any actions they are taking to go green. Description of all marketing efforts they are currently using. Provide an analysis of the effectiveness of their overall marketing plan. What recommendations would you offer them? Grading: Description of services offered 5 points Description of Green actions 5 points Description of marketing 5 points Marketing recommendations / analysis 5 points Works cited / research quality 5 points Total 25 points An A paper is one that fully answers and discusses all topics listed above. It should be well organized, be error free and show well thought out and developed topics. Anything less than two FULL pages (normal size font) will not be considered complete. Information should ALWAYS BE IN YOUR OWN WORDS! It is plagiarism to copy information directly from a source (a website, article) and use it in your paper as your own words. All source information will be verified.

27 25 Introduction to Hospitality Industry Semester Project Handout You may work alone or with a partner on this project. You will be creating your own fantasy establishment. Assume you have been given financing and money is no object, what business will you open? You may select from the following choices: Restaurant Hotel Casino Country Club Cruise Ship You are tasked with creating the concept for your business. You will need to answer the following questions: 1. What is the theme of your business? 2. Who is the target market for your business? 3. Where will your business be located? 4. What special features will your business have? 5. What will make your business unique? 6. Be sure to thoroughly describe your business idea so that you paint a visual picture of your concept. 7. Prepare a complete SWOT analysis for your business. Each category of the SWOT should have at least five points. While you can assume that you have sufficient funds to open any business of your choice; you will need to create a business that is economically viable. You want to open a business that will be successful and make money! You will also be presenting your projects in class. You must present using either a PowerPoint presentation or a tri fold poster board. Presentations should be approximately 10 minutes. Grading: Presentation: 25 points Paper: 75 points

28 26 Appendix: Sample Syllabus MIDDLESEX COMMUNITY COLLEGE DIVISION OF BUSINESS ADMINISTRATION BUS 153 INTRODUCTION TO THE HOSPITALITY INDUSTRY Spring 2013 Prerequisites: ENG 050 Credits: 3 Instructor: E Mail Address: Kim Morrissey [email protected] Phone: Class Day / Time: Wed / Fri 9:00 10:15 am, HH 109 Office: Henderson Hall, 121 Lowell City Building, 5 th floor, cubicle 9 Office Hours: Bedford: Wed / Fri: 12:00 1:00 Lowell: Tues / Thurs, 12:00 1:00 Text: Hospitality today, An Introduction, 7 th edition, Rocco Angelo & Andrew Vladimir, American Hotel and Motel Lodging Education Institute COURSE DESCRIPTION: This course will provide an examination of the various facets of the hospitality industry. This course will discuss management practices in the gaming / casino industry, the cruise line industry, entrepreneurship in the hospitality industry, as well as club and restaurant management. It will include explorations into ethics, marketing, and industry best practices. An exploration into hospitality careers will be discussed, and will include site visits and guest speakers from the hospitality industry.

29 27 STUDENT LEARNING OUTCOMES: Written and Oral Communication/ Critical Thinking/ Personal and professional development Students will demonstrate knowledge of management issues, concerns and practices in the hospitality industry. Students will identify the components involved in various hospitality industries, including Gaming and Casino Management, the Cruise Line Industry, Club Management, Restaurant Management, and the Meeting Industry. Students will develop various hospitality career path options through research, case analysis, industry site visits and guest speakers. Students will identify industry best practices and apply these practices in their case work and research. Students will analyze the ethical issues facing those in the hospitality industry, discuss options and defend their decision making process. CHANGES: The instructor reserves the right to change the syllabus to accommodate extended discussion, topical articles, field trips, etc. All changes will be announced in class. INSTRUCTION METHODS: The teaching methodology used in this course combines lecture discussion, case study analysis, group activities, field visits and guest speakers. There will be weekly time scheduled in the computer lab, for using property management software. Students are required to complete the reading and assignments to prepare for the classes. ATTENDANCE / TARDINESS: Students are expected to attend and participate in all classes. Students should the instructor if they have to miss a class. Repeated absences from class will negatively affect grades. Students are expected to be in class on time. Repeated tardiness will negatively affect grade. Students are responsible for obtaining any material missed due to absence or tardiness.

30 28 Attendance / Participation grade will be calculated on a point system. Each class will be worth five points based on both attendance and participation. If you miss a class, you will receive 0 points for that day. You are considered late for class if you arrive more than five minutes after class begins. Points will not be awarded during quizzes, exams, and review sessions. Point system is as follows: 5 points: On time and prepared for class. Has read material prior to class and actively participates in class discussions. Able to answer questions regarding text when called upon. 4 points: On time and prepared for class. Participates in class discussions. 3 points: On time for class with average class participation. 2 points: Arrives late for class or average / minimal class participation. 1 point: Arrives late for class and not prepared and does not actively participate in class discussions. 0 points: Absent from class.

31 29 CLASSROOM BEHAVIOR: All class members must be treated with respect. Distractions such as cell phones, texting, and personal conversations are disruptive to the class and will not be tolerated. Repeated rudeness may result in a student being asked to withdraw from the class. ACADEMIC HONESTY: Plagiarism or taking credit for another s work as one s own will not be tolerated. Cheating on examinations, tests or papers will result in a failing grade for the course. GRADING CRITERIA: Grading will be based on a point system. Grading will be as follows: Assignments Service Learning Project Semester Project Journal Attendance / Participation Quizzes Mid Term Exam Final Exam Total 75 points 100 points 100 points 100 points 100 points 100 points 50 points 50 points 675 points points A points A points B points B points B points C points C points C points D points D points D 349 and below F

32 30 Exam policy: All quizzes will be open book / open notes. Students are expected to have a copy of the text and print out the PowerPoint notes prior to all quizzes. Sharing of notes is not allowed. Mid term and final exams will be closed book / closed note. Students will need a calculator. Cell phone calculators will not be permitted. Make up exams will only be offered under special circumstances and if scheduled prior to the exam date. ASSIGNMENTS: (worth 75 points) Details will be given during the semester. Assignment 1: Research and report on either a city club or a country club. Assignment 2: Research and report on one of the cruise lines listed in the text on page 323. Assignment 3: Research and report on one of the casinos listed on pages All assignments should be approximately 2 full, type written, double spaced pages. Further details will be provided during the semester. Any late assignments will lose three points per class (six points per week late). Grading rubrics will be distributed for each assignment. JOURNALS: (worth 100 points) Students will be writing in an online journal during the semester. Each week a journal topic will be assigned. Each journal entry will be worth up to 10 points. Students will be expected to write two complete paragraphs (at least four sentences each) on the topic assigned. A grading rubric for journals will be distributed. Journal topics will be assigned in class and will be posted on Blackboard each week. BLACKBOARD: Students will be expected to utilize Blackboard as an interactive tool for this course. PowerPoint notes for each chapter will be posted weekly. Students are expected to print out the PowerPoint slides and bring them to class as a guide for in class note taking. All assignments and journal assignments will be posted on Blackboard. Grades will also be updated weekly on Blackboard. Students will be able to check their total points and monitor course progress. SERVICE LEARNING PROJECT (worth 100 points) Students will be participating in a Service Learning Project this semester in conjunction with Minuteman Tech HS in Lexington. Service Learning defined is: Service Learning aims to enrich students' educational opportunities meet community needs and foster civic responsibility throughout the college and the community at large by integrating service and action into the academic curriculum and throughout the student experience. These activities integrate community service with classroom instruction to meet identified and unmet community needs while drawing on the values and desired learning outcomes such as critical,

33 31 reflective thinking and civic responsibility each student should possess. Additionally, these experiences forge unique collaborations between faculty, staff, students and our community partners that are critical to supporting student success. You will receive credit for service learning upon completion of 22 hours of service learning activities. Further details will be provided.

34 32 BUS 153 Intro to Hospitality Course Outline DATE TOPIC READINGS Jan 23 Introduction / Service makes a difference Chapter 1 Jan 25 The Travel and Tourism Industry Chapter 2 Jan 30 *Field Trip to the Doubletree Bedford Glen Journal #1 Due Feb 1 The Restaurant Industry Introduction to Service Learning Project Chapter 4 Feb 6 Restaurant Organization and Management Chapter 5 Journal #2 due Feb 8 Field Trip to Minuteman Tech HS Feb 13 Quiz #1: Chapters 1 5 Feb 15 Hotels Chapter 6 Feb 20 Hotel Organization and Management Chapter 7 Journal #3 due Feb 22 Club Management Chapter 8 Assignment #1 due Feb 27 The Meetings Industry Chapter 9 Journal #4 due Mar 1 Quiz #2: Chapters 6 9 Mar 6 Review for Mid Term Exam Mar 8 Mid Term Exam Chapters 1 9 Mar 13 Cruise Lines Chapter 10 Assignment #2 Due Mar 15 Cruise Lines Continued Chapter 10 Journal #5 due Mar SPRING BREAK Mar 27 Gaming and Casinos Chapter 11 Mar 29 Gaming and Casinos Chapter 11 Assignment #3 due Apr 3 Managing and Leading Chapter 12 Journal #6 due Apr 5 No Class Professional Day Apr 10 E Portfolios Apr 12 Quiz #3 Chapters Journal #7 due Apr 17 Marketing Chapter 14 Apr 19 Marketing Chapter 14 Journal #8 due Apr 24 Management Companies Chapter 15 Apr 26 Franchising Chapter 16 Journal #9 due May 1 Ethics Assignment #4 due Chapter 17

35 33 May 3 May 8 May 10 May 15 Ethics Journal #10 due Review for final exam Quiz #4: Chapters Project Presentations / Semester Projects Due Final Exam final exam period Chapters :00 am Chapter 17