6111 E. Skelly Drive P. O. Box 477200 Tulsa, OK 74147-7200 INTRODUCTION TO HOSPITALITY AND TOURISM Course Syllabus Course Number: HOST-0018 OHLAP Credit: No OCAS Code: 8448 Course Length: 60 Hours Career Cluster: Hospitality & Tourism Career Pathway: Restaurant Food & Beverage Services, Travel & Tourism, Lodging Career Major(s): Destination Meetings and Event Management Assistant, Lodging Manager Pre-requisite(s): Course Description: This is a core course designed to give students an overview of careers in the hospitality and tourism industry. Guest speakers and tours to hospitality and tourism facilities are included in this course. Areas of study include food service, lodging, travel and tourism, recreation, and attractions. Textbooks: Delivering Quality Guest Service, E.I. Video Productions (1993) Event Management for Tourism, Cultural, Business and Sporting Events by Lynn Van der Wagen and Brenda R. Carlos, Pearson Education, Inc. (2005) Hospitality & Tourism by Karen E. Silva and Debra M. Howard, McGraw Hill Glencoe (2005) Introduction to Hospitality by John R. Walker, Prentice Hall (2002) Key Control and Guest Privacy Today, E.I. Video Productions (1996) Lodging Safety Works: Blood Borne Pathogens, E.I. Video Productions (1996) Lodging Safety Works: Moving and Lifting, E.I. Video Productions (1996) Money Rocks, 2nd Edition by Sue Sasser and Randal Ice, Kendall-Hunt Publishing (2007) Preventing Lifting and Carrying Injuries by Work Place Safety, National Restaurant Association Preventing Slips, Trips, and Falls by Work Place Safety, National Restaurant Association ProStart: Becoming a Restaurant and Foodservice Professional by National Restaurant Association Education Foundation (2005) Robbery Prevention and Awareness by Work Place Safety, National Restaurant Association Safety & Security: Everyone s Job, E.I. Video Productions (1993) Security: Employee Awareness and Problem Prevention, E.I. Video Productions (1995) Revised: 8/28/2014 Page 1 of 5
Security: Handling Disturbances, E.I. Video Productions (1996) Skills, Tasks, and Results Training by The Educational Institute of the American Hotel & Lodging Association (2003) Spotlight on Security, E.I. Video Productions (2003) The Telephone and Time Management by Dru Scott, Thompson Learning There s A Place for You Here, Educational Institute of the American Hotel & Lodging Association (2002); The Spirit of Hospitality Light, E.I. Video Productions (1996) The World of Customer Service by Pattie Odgers, EdD, South-Western (2004) Course Objectives: A. Complete Administrative Requirement for Enrollment 1. Complete forms pertaining to enrollment. 2. Demonstrate knowledge necessary to receive Completion/Competency Certificates. 3. Discuss district, school, and class policies and procedures. 4. Discuss grading criteria. 5. Discuss career major goals, course outline, and objectives. 6. Discuss the career major learning environment. B. Participate in a Career Tech Student Organization (CTSO). 1. Discuss the purpose of a CTSO organization. 2. Form a CTSO. 3. Participate in CTSO meetings. 4. List characteristics and responsibilities of leaders and effective group members. 5. Participate in CTSO activities. 6. Discuss citizenship. C. Describe Tourism and the Hospitality Industry. 1. Explain the role of tourism in the hospitality industry. 2. Categorize the types of businesses that make up the tourism industry. 3. List and discuss reasons why people travel. a. Describe the differences between leisure and business travelers. b. List the advantages and disadvantages of travel by airplane, car, train, bus, and cruise ship. c. Outline the processes and special circumstances involved in international travel. 3. Identify changes likely to affect the future of travel industry. D. Analyze Career Pathways within the Hospitality, Tourism, and Recreation Industries. 1 2 1. Examine the numerous career paths within hospitality and tourism to discover personal preferences. 2 a. Explore restaurants, food & beverage services. 2 b. Explore the lodging industry. 2 1. List the characteristics types of lodging operations. 2. List and discuss elements that differentiate one lodging establishment from another. Revised: 8/28/2014 Page 2 of 5
3. Identify national organizations that rate commercial lodging establishments and list factors used in making their rating judgments. 4. List several different services offered by lodging operators. 5. List and describe activities associated with front office operation. 6. List and describe tasks performed by the housekeeping department. 7. List and describe duties performed by the engineering and facilities maintenance department. c. Explore travel and tourism. 2 1. Compare the roles of a travel agent and a tour guide. 2. Outline the work done by concierges, state and local tourist offices, corporate travel offices, and convention and meeting planners. d. Explore recreation, amusements, and attractions. 2 1. List services of state and national parks. 2. Describe the differences among primitive, transient, and vacation camping. 3. Identify and list area events and why they have a positive economic impact. 4. List the reasons why theme parks are important to the hospitality and travel industries. 5. Describe the differences between specialty stores, department stores, and other types of stores. e. Identify the preferred career opportunities. 2 2. Study entry-level, skilled level and supervisory positions to gain an awareness of qualifications and skills needed for different levels of employment. 2 a. Detail entry-level job qualifications in the industry. 2 b. Detail skilled level job qualification in the industry. 2 c. Detail supervisory level job qualification in the industry. 2 d. Match interests, abilities and preferences to career preferences. 2 3. Review independently owned and chain-affiliated facilities in hospitality and tourism to compare and illustrate the advantages and disadvantages of working in each venue. 2 a. Examine an independently owned facility to distinguish it from other types. 2 b. List advantages and disadvantages of working for an independently owned facility. 2 c. List the advantages and disadvantages of working for a chain-affiliated facility. 2 d. Conclude which type provides the best working environment to suit personal characteristics and values of the employee. 2 E. Demonstrate Procedure Applied to Safety, Security, and Environmental Issues. 1 1. Perform work using proper safety procedures in compliance with governing agencies. 1 a. Monitor the condition of equipment. 1 b. Recognize/report potential hazards and unsafe conditions. 1 2. Identify and follow established procedures for extinguishing all types of fires. 1 a. Class A Fires (wood, paper, and textile) 1 b. Class B Fires (oil and grease) 1 c. Class C Fires (electrical) 1 d. Class D Fires (combustible metals) 1 Revised: 8/28/2014 Page 3 of 5
3. Use proper lifting and carrying procedures. 1 4. Follow established basic first aid techniques and procedures for: 1 a. Cuts 1 b. Burns 1 c. Choking 1 d. CPR 1 4. Identify emergency procedures. 1 a. Exiting/traffic flow b. Electrical, gas, water, and sprinkler systems 1 c. Material Safety Data Sheets (MSDS) 1 d. Blood-borne pathogens 1 5. Use appropriate personal protective equipment. 1 6. Use lock out, tag out system. 1 7. Use proper Material Safety Data Sheets (MSDS) procedures. 1 8. Use proper blood-borne pathogen procedures. 1 F. Apply Concept of Service to Meet Customer Expectations. 1 1. List and describe required customer service skills in the travel industry. 2. State the importance of service to success in the hospitality industry. 3. List the elements of excellent service and give examples. 4. Demonstrate Effective Communication with Customers. a. Give examples of ways to respond to and resolve customer complaints. b. List and demonstrate the skills of effective writing. c. List and demonstrate effective listening and speaking skills. d. Model proper and courteous telephone skills through demonstration. e. State guidelines for communicating effectively during and after a crisis. f. List and give examples of innovative ways to attract and keep customers. g. Demonstrate suggestive selling techniques. G. Demonstrate Practices and Skills Involved in Lodging Occupations. 1 1 ODCTE objectives 2 States Career Clusters - Career Cluster Resources for Hospitality & Tourism All unmarked objectives are TTC instructor developed. Teaching Methods: The class will primarily be taught by the lecture and demonstration method and supported by various media materials to address various learning styles. There will be question and answer sessions over material covered in lecture and media presentations. Supervised lab time is provided for students to complete required projects. Grading Procedures: 1. Students are graded on theory and shop practice and performance. 2. Each course must be passed with seventy percent (70%) or better. 3. Grading scale: A=90-100%, B=80-89%, C=70-79%, D=60-69%, F=50-59%. Revised: 8/28/2014 Page 4 of 5
Description of Classroom, Laboratories, and Equipment: nology Center campuses are owned and operated by nology Center School District No. 18. All programs provide students the opportunity to work with professionally certified instructors in modern, well-equipped facilities. Available Certifications/ College Credit The student may be eligible to take state, national or industry exam after completion of the program. College credit may be issued from Oklahoma State University-Okmulgee or Tulsa Community College. See program counselor for additional information. College Credit Eligibility: The student must maintain a grade point average of 2.0 or better. Revised: 8/28/2014 Page 5 of 5