Lodging Management Program Year 1B

Transcription

1 Lodging Management Program Year 1B Course Proposal Author: Cheryl Tourand GW Graham Middle-Secondary School Principal: Diego Testa Care Inquire Discover Explore Achieve

2 Course name: Lodging Management Year 1B Grade level: Grade 11 Number of credits: 4 credits Introduction: Lodging Management Year 1A is a required course for the Lodging Management program but may also be taken as a stand alone course. The Lodging Management Program (LMP) is an advanced, high school curriculum, designed for grades 11 & 12, that immerses the student into the world of hospitality. This two year program will introduce students to the lodging industry and teach them the management principles that will enable them to achieve success in a hospitality leadership role. Lodging Management Year 1A, 1B, Year 2A and 2B are each hours, and each worth four credits. Students choosing to complete the full Hospitality/Tourism Program will also complete Ministry Authorized Tourism 11 and 12 as well as Work Experience 12A and 12B electives. Thus, students may receive 32 credits for the full Hospitality & Tourism Program. By incorporating the Ministry Authorized Tourism Curriculum with the internationally recognized American Hotel & Lodging Educational Institute s Lodging Management Program, consistency and accountability are ensured in preparing students for direct entry to hospitality/tourism careers and/or initial training leading to directly linked post secondary education. Course Synopsis: Completing this program will open many doors of opportunity and set the students on an exciting career path. Students who successfully pass the exam at the end of each program year will receive an Educational Institute certificate of completion. Those students who pass both exams (passing grade 70%) complete their Workplace Competency Checklist and complete the 30 days (160 hours) of work experience requirement qualify for the Certified Rooms Division Specialist (CRDS) Certification from the Educational Institute of the American Hotel & Lodging Association. This certification is recognized internationally in 119 countries and was created especially for the LMP curriculum. LMP Year 1 Unit 3, Housekeeping Management, focuses on one of the most important departments in lodgings around the world. The housekeeping department is a complex area of any operation requiring extensive planning, organizing, budgeting, and managing. Students will explore the importance of an efficient team performing the innumerable duties and the role of housekeeping department in creating an attractive and inviting property. Lodging Management Program Year 1B Program Guide 2

3 LMP Year 1 Unit 4, Careers, explores the enormous variety of jobs in the hospitality industry from entry- to managerial-level positions. This unit covers a variety of career development skills and tools required in order to assist students in personal confidence building and self-improvement leading to a successful career in the hospitality/tourism industry. Curriculum Organizers for Lodging Management Year 1 and 2 LMP Year 1A LMP Year 1B LMP Year 2A LMP Year 2B Overview of Lodging Management Organization & structure Careers Guest Service Rooms Division The Guest Cycle Telecommunications Reservations Registration The Front Office Audit Housekeeping Management Housekeeping Management Carpet Construction & Maintenance Housekeeping Inventory Guestroom Cleaning On-Premises Laundry Management Careers Positions in Hospitality Choosing a career Planning Your Career Leadership & Management Leadership & Management Communication Skills Team Building Career Development Sales & Marketing Hospitality Sales & Marketing Selling is Everyone s Job Telephone Sales Catering & Meeting Room Sales The Marketing Plan Advertising and Public Relations Food & Beverage Service Hotels and the Food Service Industry The Menu Dining & Beverage Service Hotel Service Outlets Event Planning Sanitation Health & Safety Lodging Management Program Year 1B Program Guide 3

4 Lodging Management Program Year 1B: Unit 3 Housekeeping Management Prescribed Learning Outcomes describe the role of the housekeeping department in relation to smooth operation of a hotel analyze the management function of the executive housekeeper explain the process and importance of managing labor describe carpet construction list common carpet problems and prevention techniques describe appropriate maintenance of carpeting explain effective carpet cleaning methods Suggested Achievement Indicators Students will know how to: explain the importance of the housekeeping department identify typical cleaning responsibilities for the housekeeping department create an inventory list of work to be performed create a frequency schedule develop performance standards implement productivity standards distinguish between fixed and variable staff positions develop a staffing guide for room attendants develop a staffing guide for other housekeeping positions develop employee work schedules identify alternate scheduling techniques describe how the carpet s face affects its durability identify the types of primary backings explain how secondary backings are applied to carpets explain how to correct pile distortion identify shading in carpeting describe how to prevent faded carpet explain how to prevent wicking describe the effects of mildew on carpet identify solutions to carpet shedding or pilling explain how to use floor plans and calendars to schedule maintenance describe how routine inspections are part of a carpet and floor care program explain how preventative maintenance can prolong the life of carpets describe how routine maintenance of carpets is performed at a property explain proper vacuuming procedures identify when to use dry powder cleaning methods Lodging Management Program Year 1B Program Guide 4

5 identify types of inventory and explain the importance of maintaining appropriate inventory levels explain the process developing and maintaining control procedures for the storage, issuing, use, and replacement of linen inventories summarize the procedures and concerns involved in guestroom cleaning describe safe and efficient execution of housekeeper duties explain the use of bonnet spin pad cleaning equipment describe the use of rotary shampoo equipment describe water extraction techniques identify recycled inventories and how they are maintained explain how the housekeeping department maintains non-recycled inventory calculate expected inventories Identify the types of cleaning supplies Establish inventory levels for cleaning supplies Control cleaning supply inventories identify the types of linens establish par levels for linens describe procedures for effective inventory control of linens take a physical inventory of linens describe the purchasing responsibilities of the executive housekeeper identify factors to consider when determining the size of an annual linen purchase evaluate the importance of the quality of linens and their long-term costs describe how to control linen purchases as they are received assemble guestroom cleaning supplies stock the room attendant cart identify alternative types of carts interpret a room status report complete a room assignment sheet identify the order in which guestrooms should be cleaned understand how enter the guestroom properly describe how to perform the following housekeeper duties: beginning cleaning tasks the most efficient way to make a bed clean a bathroom following safe Lodging Management Program Year 1B Program Guide 5

6 assess inspection programs explain how the characteristics of fabric affects the costs of on-premises laundry describe each component of the laundry cycle discuss the purpose and use of chemicals in an on-premises laundry explain equipment use and maintenance in relation to a financially successful versus unsuccessful on-premises laundry procedures dust operate a vacuum cleaner in a safe and efficient manner check a guestroom for cleanliness explain why guestroom are inspected describe how to inspect a guestroom that has been cleaned identify technology affecting room inspections explain the characteristics of cotton fabrics, wool fabrics, acrylic fabrics, polyester fabrics, nylon fabrics explain the characteristics of blended fabrics list the steps in the laundry cycle oversee the collection of soiled linens transport soiled linens to the laundry sort linens by degree of soiling or by linen type ensure that washing machines are properly loaded describe the extraction process finish linens by drying or ironing establish proper folding techniques explain the proper procedures for storing laundry direct employees in the transfer of laundry identify the importance of water as a chemical explain the types of detergents and their composition explain the purpose of brighteners use bleach in an effective and safe manner describe the function of alkalies describe the function of antichlors identify the proper use of mildewcides make proper use of sours, fabric softeners and starches describe the washing machines used by hotels identify the types of drying machines Lodging Management Program Year 1B Program Guide 6

7 used at hotels describe how steam cabinets and tunnels work explain the function of flatwork ironers and pressing machines explain how a folding machine works describe how rolling and holding equipment is used for linen handling outline the importance of a preventative maintenance program Lodging Management Program Year 1B: Unit 4 Careers define the hospitality industry in relation to jobs/positions and the sectors lodging and food businesses consider the wide variety of career options available in hospitality analyse the education, skills, and experience that are required to succeed in the hospitality industry list entry-level jobs in the lodging industry list skilled-level positions in the lodging industry list managerial positions in the lodging industry list the reasons that people enjoy hospitality careers describe the career options available in lodging list the career opportunities available in food service explain the career opportunities available in food service explain the career opportunities available in clubs describe the career opportunities available with cruise lines create a career ladder assess your strengths and weaknesses write a resume prepare for an interview explain the elements of a good interview compile a career portfolio Instructional component that clarifies the outcomes and provides a range of pedagogical opportunities: Instructional methods may vary depending upon instructors. Specific methods will be at the discretion of the instructor teaching the course; however, they may include, but are not limited to the following: Lodging Management Program Year 1B Program Guide 7

8 a. lecture, class discussions, group activities, computer simulations, demonstrations; b. whiteboard, computers, overhead transparencies, smart board c. quizzes and other tests with feedback and discussion; d. oral reports and other student presentation; e. problem solving and case studies; f. projects, on-site classes, site visitations; g. PowerPoint presentation, videos, DVDs, CD-ROMs with detailed viewing guide and discussion questions; h. appropriate industry guest speakers; i. homework assignments such as: 1. reading, or watching, and writing summaries and reactions to current lodging industry issues in the media including newspapers, video, magazines, journals, lectures, web-based materials, and other sources; 2. reading text and reference materials such as industry magazines and newspaper articles, and answering discussion questions; 3. researching current lodging industry issues and problems; j. web-based assignments and activities; k. reflective journals; l. group or individual research projects with reports or poster presentations; m. study logs and study groups; n. service-learning, community service, and/or civic engagement projects; and o. other contemporary learning techniques (such as project-based learning, etc.) Classroom Assessment and Evaluation Student performance is derived from evidence collected through a variety of assessment activities. Prescribed learning outcomes and achievement indicators dictate the criterion referenced standards in order for consistent assessment. Methods of assessment include, but not limited to: peer assessments self-assessments projects case studies written and practical assignments quizzes (written, practical and oral) tests (written, practical and oral) school based international certification exams oral presentations learning logs/journals portfolios observation Lodging Management Program Year 1B Program Guide 8

9 Student achievement will be supported through three types of assessment: 1. Assessment for learning, for the purpose of greater learning achievement through regular, ongoing feedback and providing focus on areas that require further attention thereby linking assessment and instruction; 2. Assessment as learning, by engaging and supporting students in the learning process encouraging them to take responsibility for their own learning as they develop their skills and construct meaning for themselves; 3. Assessment of learning, for the purpose of providing evidence of student achievement, through summative assessment, for reporting. Learning resources that support the learning outcomes for the Lodging Management Program Year 1: 1. Student Textbook: Lodging Management Program, Year 1, Second Edition American Hotels & Lodging Educational Institute Bridgette Redman, Editor Published Student Workbook Lodging Management Program, Year 1, Second Edition American Hotels & Lodging Educational Institute Published Teacher Materials Teacher Resources Package (2 nd Edition) American Hotels & Lodging Educational Institute Textbook Lesson Plans Transparency Masters Teacher s Edition of the Workbook Instructor Resource Guide o This guide provides all the information teachers need to implement the Lodging Management Program in their local school and community. The guide provides valuable information, including: School-to-career general information Program information and learning objectives Roles and responsibilities of LMP participants and partners Coordination and implementation guidelines Post-secondary articulation information Final exam procedures LMP template documents Assessments (book & CD-Rom) 4. Workplace Competency Checklist Produced by American Hotels & Lodging Educational Institute: Lodging Management Program Year 1B Program Guide 9

10 Students, teachers, and worksite mentors can gauge students mastery of skills practiced during work experiences. The checklists include places to evaluate task performance, work habits, and applied knowledge. 5. Videos/DVDs Produced by American Hotels & Lodging Educational Institute: 48 (24 for each of Year 1 and Year 2) videos and DVDs are available for purchase to use with the Lodging Management Program curriculum. These are professional, industry-related products created by the Educational Institute of the American Hotel and Lodging Association and are the same videos/dvds used to train employees in the lodging industry. Educational Institute American Hotel & Lodging (EIAHL) DVD Collection for Lodging Management Program Year 1 includes: Minute Trainer: Guest Service (05504VHSO01ENGE) 10-Minute Trainer: Guest Service The revised 10-minute training tool provides both large and small properties with the ability to train employees on the basics of guest service in variety of departments. From housekeeping to the front desk to food and beverage, this versatile video can be used to build a high-performance team, train employees correctly, and improve the overall guest experience. Topics include: Five Steps to Quality Service Handling Guest Complaints Taking a Thorough Message Positive Guest Interactions Balancing Service and Security Serving Guests with Disabilities Voices from the Front Line Diversity Works Running Time (mins) 16 Lodging Management Program Year 1B Program Guide 10

11 2. Front Office: From Tension to Teamwork (05460VHS01ENGE) Front Office: From Tension to Teamwork A must for any employee that needs a service attitude boost. No more That s not my job nay-sayers! All employees who watch this video will see how giving great service to each other results in outstanding service for the guest and increased job satisfaction. Shows your staff how to: work better with other departments; make quality guest service part of every job even those far removed from actual guest contact; fit into the big picture and make themselves more valuable to your operation; prepare to be amazed as everyone pulls in the same direction toward the same goals. You ll achieve new levels of service that keep everybody smiling. Running Time (mins) Exceeding Guest Expectations (05331VHS03ENGE) Front Office: Exceeding Guest Expectations An excellent guest service training tool for all employees with guest contact! This video illustrates specific techniques to: anticipate guest needs and respond to nonverbal clues; help international guests feel more at home, respecting cultural and language differences; nest meet needs of older guests; serve guests who have disabilities. Running Time (mins) Delivering Quality Guest Service (05121VHS02ENGE) Delivering Quality Guest Service Set your property apart from the competition with simple practices described in this video. Your staff will learn how to; anticipate, meet, and exceed the unique expectations of your guests; take personal responsibility for solving guests problem; spot service problems, provide feedback to management, and actively participate in solutions; assist co-workers in providing quality service to guests. Running Time (mins) 22 Lodging Management Program Year 1B Program Guide 11

12 5. The Spirit of Hospitality Light (05174VHS02ENGE) The Spirit of Hospitality "Light" This fast-paced, quick-training, guest service video encourages employees to see things from the guest s point of view, strive for excellence, and work as a team. Perfect support for line-level guest service training sessions, this video makes it easy for a manager or supervisor to reinforce the importance of teamwork and quality guest service to employees. Running Time (mins) From Check In to Check Out (05334VHS03ENGE) From Check-In to Check-Out Here are the nuts and bolts of what every front office service agent must know packaged in an entertaining video. Offers step-by-step information for eliminating errors and ensuring efficient service. Demonstrates ways to: create a great first, impression with troublefree, check-ins; keep guests at ease while handling busy times, credit problems, missing reservations, late arrivals, and more; work with other departments in response to guest requests; ensure a positive last impression with smooth, fast check-outs. Running Time (mins) Hosting International Guests (05900VHS01ENGE) Hosting International Guests Tap into the boom created by world travelers! This video helps you build a strong repeat business by making international guests feel at home. Your employees get clear guide-lines for delivering worldclass hospitality, including how to: handle common situations successfully from exchanging currency to suggesting appropriate foods; avoid embarrassment by using the correct words, gestures, and attitudes that communicate hospitality across cultures; overcome language barriers with signs and symbols. Running Time (mins) 20 Lodging Management Program Year 1B Program Guide 12

13 8. Handling Reservations Properly (05300VHS01ENGE) Handling Reservations Properly Mistakes in reservations can cost you business. Show your reservationists how they can make a real difference to your property by using proven upselling techniques and solid guest relations skills. This video clearly demonstrates how to: efficiently and accurately obtain guest information; avoid confusion over options; promote property features; handle complaints and special requests. Running Time (mins) Minute Trainer: Front Office (05501VHS02ENGE) 10-Minute Trainer: Front Office The 10-Minute Trainer: Front Office video and companion guide contains seven brief segments from several training programs based on a particular training area or need. Running Time (mins) 10 These segments are designed to facilitate discussions on front office topics that need additional emphasis at your property. The program can serve as a stand-alone overview or primer for that topic, or a powerful compliment to a more comprehensive training program. Includes segments from these full-length training programs: - Economy Operations: At Your Service Plus - Full Service Operations: At Your Service - Guest Relations: Aiming to Please - Energy-$aving Tips for Lodging Lodging Management Program Year 1B Program Guide 13

14 10. Solving Guest Problems (05332VHS03ENGE) Front Office: Solving Guest Problems Don t go another day without this simple video tool for preventing major headaches! Using four key steps for handling complaints, your employees will be able to help a guest forget problems and remember your concern and personalized service. Clearly shows how to: view complaints as a chance to make things right and not as a personal attack; make the guest feel understood and respected while a problem is being solved; use a simple approach for calming an irate guest even your most inexperienced employee can apply it! Running Time (mins) Stay Safe: Awareness Training for Housekeepers (05380VHS03ENGE) Stay Safe: Awareness Training for Housekeepers "Indispensable for creating the safest possible environment for guests and employees! Security and safety are the foundation of risk management. Effectiveness depends on the proper attention to detail. Housekeepers are the foundation of any great lodging operation service and are, by the nature of their work, very detail-oriented. Train your housekeeping staff in the details of security and safety and you re well on your way to the most effective risk management program possible. This video does just that, including topics such as: Key control and room control Tips to increase property-wide security Safely handling chemicals and pathogens How to avoid work-related injuries General fire and emergency guidelines You aren t doing all you can for the safety and security of your property if you don t involve employees from the line-level and up. Start that process today right here! Running Time (mins) 29 Lodging Management Program Year 1B Program Guide 14

15 12. Courtesy Rules (05130VHS03ENGE) Courtesy Rules! Better Telephone Skills Now Better business begins on the telephone. Whether at the front desk or in the back office, hospitality employees who answer the telephone are ambassadors for your property or brand. Their courtesy skills directly reflect the quality of service a caller or potential guest can expect should they book a reservation or event. Use this easy-to-follow 20-minute video to demonstrate how to use the telephone courteously and efficiently. Topics include: Answering the phone promptly and politely Effective talking and listening techniques How to transfer, take messages, or place on hold Handling dissatisfied callers Selling rooms Running Time (mins) Housekeeping Laundry Operations (05373VHS01ENGE) Stay Safe: Awareness Training for Housekeepers "Indispensable for creating the safest possible environment for guests and employees! Running Time (mins) 29 Security and safety are the foundation of risk management. Effectiveness depends on the proper attention to detail. Housekeepers are the foundation of any great lodging operation service and are, by the nature of their work, very detail-oriented. Train your housekeeping staff in the details of security and safety and you re well on your way to the most effective risk management program possible. This video does just that, including topics such as: Key control and room control Tips to increase property-wide security Safely handling chemicals and pathogens How to avoid work-related injuries General fire and emergency guidelines You aren t doing all you can for the safety and security of your property if you don t involve employees from the line-level and up. Start that process today right here! Lodging Management Program Year 1B Program Guide 15

16 14. Housekeeping: Quality Guestroom Cleaning (05371VHS03ENGE) Housekeeping: Quality Guestroom Cleaning This video clearly shows your housekeeping staff the latest systematic cleaning methods, combining safety, speed, economy, and thoroughness. Save time with sure-fire systems for cleaning the bathroom, making beds, and more. Save money with more efficient use of cleaning products. Use the newest safety procedures for everything from stripping beds to emptying ashtrays. Protect guests privacy and avoid uncomfortable situations by entering guestrooms correctly. Running Time (mins) Food and Beverage Suggestive Selling (05333VHS03ENGE) Food and Beverage: Suggestive Selling Second Edition See an immediate jump in sales the day you start using this video! Shows how suggestive selling adds money to a server s pocket, interest to the job, and makes dining more pleasurable for the guest. Includes: five sales skills that make a bottom-line difference between professional servers and order takers ; specific techniques for increasing the size of guest checks; five never-again-missed opportunities for suggestive selling; demonstrations of the right and wrong ways to approach suggestive selling. Running Time (mins) 19 Lodging Management Program Year 1B Program Guide 16

17 16. Improving Communication Skills (05080VHS01ENGE) Improving Communication Skills What a difference a video makes! When your employees understand and use the three-step secrets to speaking and listening, your guests will enjoy better service and your staff will work better as a team. Employees learn how to: speak effectively so others listen and understand no crossed messages!; communicate hospitality through voice tone and nonverbals; listen actively in order to work cooperatively and ensure the best possible service to guests. Includes Trainer s Guide and Viewer s Guide. Running Time (mins) There s a Place for You Here (05010VHS01ENGE) There s A Place For You Here "A great insider s guide to orientation, and a powerful tool for recruitment, retention and motivation!" Nineteen rising stars from different job positions within the lodging industry provide insight, information and advice to new or potential employees joining the industry. Topics include: Why it s a great and rewarding industry What skills will best serve their careers How teamwork contributes to success How continued training speeds promotions What opportunities and goals are available How the right attitude brings it all together Running Time (mins) 19 When your new lodging employees listen to the positive and diverse voices of experience on this program, they will feel more confident in their job choice, their people skills, and be more enthusiastic about a career in this industry. New employees blossom with guidance from people who have walked the same path before them. Guests respond to a positive and harmonious staff. This video will help create the type of environment that fosters employee satisfaction, which leads to better guest satisfaction and increased revenue. Lodging Management Program Year 1B Program Guide 17

18 18. Lodging SafetyWorks Bloodborne Pathogens Lodging SafetyWorks- Bloodborne Pathogens Build safety into every task, job, and employee! Safeguard your guests and employees from injury and your property from damage and liability suits. This five-segment video program offers practical safety steps, tips, and reminders for your entire staff. Risk Awareness exposes common accident causes and establishes safety ground rules. Fire Prevention reveals the top sources of hotel fires and refreshes employees fire response skills. Chemical Care gives staff members a healthy respect for chemicals and the skills to handle them safely. Bloodborne Pathogens provides safe handling practices that are especially vital for housekeeping staff, laundry workers, and anyone who handles trash. Moving and Lifting shows every employee how to safely lift and move everything from front desk supplies to F&B stock items Running Time (mins) Moving and Lifting (05235VHS01ENGE) Lodging SafetyWorks- Moving and Lifting Build safety into every task, job, and employee! Safeguard your guests and employees from injury and your property from damage and liability suits. This five-segment video program offers practical safety steps, tips, and reminders for your entire staff. Risk Awareness exposes common accident causes and establishes safety ground rules. Fire Prevention reveals the top sources of hotel fires and refreshes employees fire response skills. Chemical Care gives staff members a healthy respect for chemicals and the skills to handle them safely. Bloodborne Pathogens provides safe handling practices that are especially vital for housekeeping staff, laundry workers, and anyone who handles trash. Moving and Lifting shows every employee how to safely lift and move everything from front desk supplies to F&B stock items. Running Time (mins) 13 Lodging Management Program Year 1B Program Guide 18

19 20. Safety & Security: Everyone s Job (05882VHS01ENGE) Safety & Security: Everyone's Job Put all staff members on your security team with this video. Help them spot and prevent potential problems. Clearly demonstrates ways to tactfully question suspicious people, eliminate possible hazards, handle guest injuries calmly and compile vital reports. Running Time (mins) Key Control & Guest Privacy Today (05832VHS02ENGE) Key Control & Guest Privacy Today Every employee in every department should be aware of the crucial security concerns associated with key control and the release of guest information. This video demonstrates how to: limit access to rooms, keys, and guest information; use teamwork to promote guest privacy; prevent unauthorized use of keys and theft; shows staff how to protect guests and reduce exposure to liability. Running Time (mins) Employee Awareness & Problem Prevention (05831VHS02ENGE) Security: Employee Awareness and Problem Prevention Now you can let your staff know what to look for so they can help deter potential threats. Clearly show, with this video, how to effectively: watch for problem zones poorly lit areas, unsecured entryways, and likely hiding places; report suspicious activities; inform guests of security measures and tactfully recommend precautions. Running Time (mins) 18 Lodging Management Program Year 1B Program Guide 19

20 23. ADA: Communication & Service Skills (05592VHS01ENGE) ADA: Communication and Service Skills This product will assist you in complying with the American Disability Act. Show every employee how to feel comfortable and be as effective as possible in providing service to those with disabilities. This video helps your staff: respond with sensitivity to the varying needs of people with disabilities; know how to communicate the benefits of your facilities and services for guests who have disabilities; tactfully ask the right questions in order to determine needs; offer assistance without offending. Running Time (mins) Sales: A Winning Formula (05222VHS03ENGE) Sales: A Winning Formula Prepare your front office staff to sell your services and amenities. When you train with this video, your staff will understand how: -Matching each guest with property features increases guest satisfaction -Asking for the sale is essential -Recognizing the best opportunities to offer suggestions is the key to great sales -Using a variety of proven closing techniques will help achieve sales objectives Running Time (mins) 18 Computer Software: Property Management System 1. Hotellinx a. Program description: The Hotellinx Suite software package is made especially for the hospitality industry and adapts itself to the needs of practically any organisation within this branch. Hotels and hotel groups, conference centres, holiday resorts, serviced apartments, restaurants and other Hotellinx Suite covers them all. b. Hotellix Suite s special strength is the ability to cover hotel & restaurant plus all other departments and types of reservation in the same package, and it is therefore especially useful to those hotels that offer their guests also other services than accommodation. c. Hotellinx Suite includes a lot more than the software itself. It also has User s Guides, Quick Start Guides, Help file, Presentations and demo and training databases all as part of the Hotellinx Suite package. Lodging Management Program Year 1B Program Guide 20