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COURSE SYLLABI

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July 2013 PP-2130

100.7 THE LODGING AND FOOD SERVICE INDUSTRY

Prerequisites: None

Course Description: This course lays the groundwork for a basic understanding of the lodging and food service industry by tracing the industry’s growth and development both nationally and internationally, by reviewing the organization of hotel and food and beverage operations, and by focusing on industry opportunities and future trends.

Objectives: At the completion of this course, students should be able to:

1. Explain the relation of lodging and food and beverage operations to the travel and tourism industry.

2. Describe the scope of the travel and tourism industry and its economic impact on local, national, and international levels.

3. Cite opportunities for education, training, and career paths and development in the hospitality industry.

4. Summarize the origins of the European and American lodging and food service industries.

5. Describe the effects of globalization on the hospitality industry.

6. Evaluate and discuss several major factors, developments, and trends that have affected lodging and food service operations in recent years and that will continue to affect the industry in the future.

7. Compare the effects on the industry of franchising, management contracts, referral organizations, independent and chain ownership, time-share and condominium growth, and consolidations and acquisitions.

8. Identify the general classifications of hotels and describe the most distinctive features of each.

9. List the common divisions or functional areas of hotel organization (rooms, food and beverage, engineering, marketing and sales, accounting, human resources, and security), and explain the responsibilities and activities of each.

10. Outline the functional areas or departments typically found in each hotel division.

11. List and explain the major classifications of food services, beginning with the distinction between commercial and institutional operations.

12. Outline the organization, structure, and functional areas in commercial and institutional food service operations.

13. Analyze the importance of each division in achieving the objectives of a lodging and/or food service operation.

100.7 THE LODGING AND FOOD SERVICE INDUSTRY (continued)

14. Demonstrate knowledge of food and beverage controls that pertain to food and beverage sales,

payroll planning, and production standards.

15. Identify the benefits of and advancements in energy management programs and outline steps for organizing such a program.

16. Describe ways in which technological advancements, such as property management systems, Internet access provided to guests, and reservations made through online booking sources, have dramatically changed many work areas within the hospitality industry.

Group Teaching Guidelines: This course is designed with 14 chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.

Evaluation: The student must complete a comprehensive final examination covering the first 14 chapters.

Learning Resource: The Lodging and Food Service Industry, Seventh Edition, by Gerald W. Lattin.

103.7 HOSPITALITY TODAY: An Introduction

Prerequisites: None

Course Description: This course takes a management perspective in introducing students to the organization and structure of hotels, restaurants, clubs, cruise ships, and casino hotels. There are chapters on business ethics, franchising, management contracts, and areas of management responsibility such as human resources, marketing and sales, and advertising.


1. Define "service" and summarize how service businesses differ from manufacturing businesses.

2. Summarize reasons people travel and describe travel trends and types of travel research.

3. Describe in general terms the makeup and size of the lodging and food service industries and identify advantages and disadvantages of a career in hospitality.

4. Describe in general terms the size of the restaurant industry and list restaurant industry segments.

5. Give examples of guest menu preferences in various parts of the United States and the rest of the world, describe menu categories, and summarize the importance of menu design and menu pricing.

6. Explain various ways hotels can be owned and operated, distinguish chain hotels from independent hotels, and explain how hotels can be categorized by price.

7. Distinguish a hotel's revenue centers from its cost centers.

8. Compare equity clubs with corporate or developer clubs.

9. List and describe types of meetings typically held in lodging facilities.

10. Describe the development of the cruise industry and explain how a cruise ship is organized and managed.

11. Summarize the history of gaming and describe casino hotels and casino operations.

12. Describe the basic tasks of managers and trace the development of management theories.

13. Identify current labor trends affecting the hospitality industry and describe elements of a good human resources program.

14. Distinguish marketing from selling and explain how a marketing plan is developed.

15. Explain why hotel management companies came into existence and describe elements of a typical hotel management contract.

103.7 HOSPITALITY TODAY: An Introduction (continued)

16. Describe types of franchises and explain how franchising works.

17. Give examples of different viewpoints concerning morality, contrast deontology with utilitarianism, and explain the concept of ethical relativism.


Evaluation: The student must complete a comprehensive final examination.

Learning Resource: Hospitality Today: An Introduction, Seventh Edition, by Rocco M. Angelo and Andrew N. Vladimir.

120.1 Spa: A Comprehensive Introduction

Prerequisites: None

Course Description: This course introduces students to the world of spa, taking a comprehensive look at subjects ranging from the history and cultural development of spas to spa terminology and financial realities. The course takes students through a typical day from a spa director’s perspective, examines the qualities of outstanding service, and discusses industry trends and future directions.


1. Describe types of spas and spa-goers and explain how spa philosophy and the integration of mind, body, and spirit

2. Identify the development of spa practices and traditions in various world cultures throughout history.

3. Describe the evolution of the spa industry in the past 50 years, including the development of spa-related businesses and organizations and the influence of spa on other aspects of contemporary society.

4. Identify key social, market, technology, treatment, industry, and environmental trends in the spa industry.

5. Explain how spas can achieve superior service by creating memorable experiences and delivering on their service promises.

6. Identify some of the traditions from which spa therapies have emerged and describe various treatments in the areas of massage, fitness, hydrotherapy, body treatments, and skin care.

7. Identify a spa’s revenue and cost centers and describe how each works together for the profitability of the business.

8. Identify career opportunities in the spa industry, including advantages and disadvantages to a spa career, compensation and benefits, and opportunities for training, education, and licensing.

9. Describe typical days in the lives of resort, destination, and day spa directors, focusing on their interactions with guests, employees, and managers/owners.

10. Describe the importance of leadership, the strategies that ensure its success, the leadership skills that can take a spa from good to great, and the specific leadership needs of spas.

11. Identify ethical issues that affect spas.

Group Teaching Guidelines: This course is designed with ten chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resource: Spa: A Comprehensive Introduction, by Bridgette M. Redman and Elizabeth M. Johnson

220.1 RETAIL MANAGEMENT FOR SPAS: THE ART & SCIENCE OF RETAIL

Prerequisites: None

Course Description: This course explores the importance of retail operations to spas, how to manage them, design them, choose and sell products, market a retail area, and open a new retail operation. It fully explores retail planning, inventory management, maximizing profits, sales and service, visual merchandising, and marketing within the spa environment. This course will help aspiring spa professionals increase their retail knowledge and understanding of vendor partner relationships.


1. Describe why retail operations are important to the spa, its guests, and its employees.

2. Explain the elements of retail planning and how trends and classifications contribute to retail sales planning and staff compensation.

3. Identify purchasing strategies and methods for selecting vendors, forming partnerships, and creating a private label product line.

4. Outline the tasks involved in inventory management and recordkeeping.

5. Evaluate a retail operation’s financial performance by key factors such as total spa revenue, contribution by classification, sales per ticket, sales by therapist, markdown percentage, sales by square feet, cost of sales, and inventory turnover.

6. Describe how sales and service work hand in hand and ways that spa retail managers can promote effective selling among the spa staff.

7. List effective visual merchandising techniques for floor layout; skin, body, and beauty products; apparel and apparel-related products; and gifts and accessories.

8. Explain why a retail operation should market its services and what the steps are to preparing and executing a marketing plan..

9. List the tasks that must be performed for a successful retail opening..



Learning Resource: Retail Management for Spas: The Art & Science of Retail, by the International SPA Association Foundation.

241.5 MANAGEMENT OF FOOD AND BEVERAGE OPERATIONS

Prerequisites: None

Course Description: This course will give students a basic understanding of the management process in food and beverage operations. All aspects of food and beverage operations are covered, including organization, marketing, menus, costs and pricing, production, service, safety, and finances.


1. Explain the difference between commercial and noncommercial food service operations, and describe examples of each.

2. Describe the three levels of management and identify the various production and service positions in a food and beverage operation.

3. Explain organization charts and the various organizational structures of food and beverage operations.

4. Describe the steps involved in the management process, and describe the manager’s responsibilities to the primary and secondary groups of people with whom he or she typically interacts.

5. Explain marketing in terms of providing guest-pleasing service, and discuss the elements and importance of feasibility studies, marketing research, and marketing plans.

6. Discuss nutrition and special dietary concerns as they relate to the food service industry, and contrast the nutritional concerns and obligations of commercial and noncommercial operations.

7. Describe menu pricing styles, menu schedules, menu types, and the menu planning process.

8. Explain how the menu dictates operations in a food and beverage establishment, and describe its importance as a marketing tool.

9. Explain how to create and use standard recipes.

10. Determine standard food and beverage costs, and describe the main subjective and objective pricing methods.

11. Describe the roles purchasing, receiving, storing, and issuing play in food and beverage service, and describe the role of technology in these processes.

12. Explain how technology is affecting food and beverage advertising and changing the way guests place food and beverage orders.

13. Identify the major functions and basic principles of food production.

14. Describe the uses of and major production methods for various food products used in food service operations.

15. Identify and describe the types of service that food and beverage operations can provide, and explain how to provide excellent guest service.

241.5 MANAGEMENT OF FOOD AND BEVERAGE OPERATIONS (continued)

16. Identify environmental construction and production strategies that will help food and beverage

operations address sustainability concerns.

17. Describe procedures for serving alcoholic beverages with care.

18. Identify causes of and ways to prevent accidents and foodborne illnesses in food service operations.

19. Describe the factors involved in facility design and equipment selection for a food and beverage operation.

20. Explain and describe the various financial statements and ratios used in food and beverage operations.

21. Describe the types of financial management software that are available to food service managers.


Evaluation: The student must complete a comprehensive final examination covering all 13 chapters.

Learning Resource: Management of Food and Beverage Operations, Fifth Edition, by Jack D. Ninemeier

245 .2 FOOD SAFETY: Managing with the HACCP System

Prerequisites: None

Course Description: Presents a systems approach to food safety that answers public health concerns, reduces sanitation risks, and ensures satisfaction for food establishment guests, staff members, and owners. Explains how to define and implement sanitation quality, cost control, and risk reduction standards in a food service operation.


1. Define the term control points, and identify the ten control points in the food service system.

2. Identify the seven HACCP principles, and explain how they are used to establish a HACCP plan.

3. Explain why the temperature danger zone (TDZ) is important to food safety, and describe common causes of food contamination, infections, and intoxications.

4. Describe the steps that managers should take when handling a foodborne illness complaint.

5. Describe the important personal health and hygiene practices necessary in a food establishment, including handwashing.

6. Describe the menu planning and purchasing control points.

7. Discuss inventory controls, standards, and procedures at the receiving control point.

8. Summarize the A-B-C-D scheme of inventory classification, perpetual and physical inventory systems, and other inventory control measures.

9. Explain what food service managers should know about the issuing control point.

10. List special food safety concerns, the riskiest food products, and measures for reducing risks at the preparing control point.

11. Outline the three objectives of the cooking control point, and identify measures for reducing risks at this control point.

12. Describe measures for protecting food at the holding and serving control points.

13. Summarize food safety responsibilities for food servers, and outline server responsibilities.

14. Describe the proper use and care of equipment at the serving control point, and list dining room inspection procedures.

15. Identify the types of soil found in food service operations, and describe cleaning agents and sanitizers.

245.2 FOOD SAFETY: Managing with the HACCP System (continued)

16. Explain how the food service operation can ensure the success of the cleaning and maintenance

control point.

17. Summarize the physical and behavioral characteristics of flies, cockroaches, rats, and mice, and explain the public health significance of these pests.

18. Identify guidelines for a food service pest control program, including basic environmental and chemical control.

19. Describe cleaning and maintenance requirements for food establishment interiors, exteriors, and refuse facilities.

20. Explain major plumbing requirements and concerns in food service operations, and describe basic requirements for toilet and lavatory facilities.

Group Teaching Guidelines: This course comprises eight chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resource: Food Safety: Managing with the HACCP System, Second Edition, by Ronald F. Cichy.

250.5 SUPERVISION IN THE HOSPITALITY INDUSTRY Prerequisites: None

Course Description: This course is designed to provide students with the principles of supervision as they apply specifically to the hospitality industry.


1. Identify fundamental supervisory responsibilities.

2. Explain the steps that supervisors can take to speak effectively on the job.

3. Describe how supervisors work with the human resources department to recruit new employees.

4. Explain the function of training within an organization and the supervisor's role in training.

5. Forecast business volume using the base adjustment forecasting method and the moving average forecasting method.

6. Distinguish coaching from counseling and disciplining.

7. Identify the components of a progressive disciplinary program.

8. List important laws and legal concerns that affect hospitality supervisors.

9. Describe issues supervisors should be aware of as they assume the role of team leader.

10. Explain how supervisors can increase employee participation in department activities.

11. Identify steps supervisors should follow during a meeting with employees in conflict.

12. Distinguish high-priority interruptions from low-priority interruptions, and summarize strategies for dealing with the latter.

13. Describe actions that supervisors can take to minimize employee resistance to change.

14. Explain why it is important for supervisors to take control of their personal development, and describe how to execute a career development plan.

Group Teaching Guidelines: This course is designed with fourteen chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resource: Supervision in the Hospitality Industry, Fifth Edition, by Jack D. Ninemeier, Ph.D., CHA, and Raphael R. Kavanaugh, Ed.D., CHA.

260.3 HOSPITALITY INDUSTRY FINANCIAL ACCOUNTING

Prerequisites: None

Course Description: This course presents basic financial accounting concepts and explains how they apply to the hospitality industry.


1. Describe the accounting process and the roles that accountants play in collecting and presenting financial information.

2. Define the major classifications of accounts (assets, liabilities, equity, revenue, and expenses) and describe specific accounts found within each classification.

3. Understand the correct application of debits and credits in analyzing business transactions for a variety of accounting situations.

4. Discuss the basis of the double-entry accounting system and identify the normal balances of the various types of accounts.

5. Describe the posting, journalizing, and closing processes.

6. Identify the purposes and characteristics of specialized journals and subsidiary ledgers.

7. Discuss the advantages and disadvantages of the sole proprietorship, the partnership, the limited liability company, the corporation, and the S corporation, and describe and compare accounting procedures for each.

8. Discuss generally accepted accounting principles and explain the usefulness of each.

9. Distinguish between cash basis accounting and accrual accounting.

10. List procedures that help ensure internal control of a firm’s cash.

11. Discuss how hospitality firms account for bad debt losses.

12. Describe accounting procedures involved in notes receivable and notes payable.

13. Discuss methods of controlling and accounting for inventory.

14. Identify and define the major classifications of adjusting entries and reversing entries.

15. Define ten steps of the accounting cycle.

16. Describe the balance sheet, the income statement, the statement of owners’ equity, the statement of retained earnings, and the statement of cash flows, and discuss the purposes of each.

260.3 HOSPITALITY INDUSTRY FINANCIAL ACCOUNTING (continued)

17. Identify the uniform systems of accounts relevant to the hospitality industry.

18. Explain the purposes of footnotes to financial statements.

19. Identify and describe commonly used depreciation methods.

20. Describe accounting procedures used for property, equipment, intangible assets, and other assets.

21. Describe procedures used to account for current liabilities and payroll.

22. Describe procedures used to account for bonds, leases, and mortgages payable.

23. Explain why hospitality firms invest in the securities of other companies, and discuss accounting for investments.

24. Identify the kinds of information obtained through vertical and horizontal analyses of comparative balance sheets and comparative income statements.

25. Explain ratio analysis and the purposes that it serves for managers, creditors, and investors.

26. Identify and define five classes of ratios and explain their significance.

Group Teaching Guidelines: This course has 18 chapter sessions that can be combined or broken down to meet a variety of scheduling needs.


Learning Resources: Hospitality Industry Financial Accounting, Third Edition, by Raymond S. Schmidgall and James W. Damitio.

261.6 BASIC HOTEL AND RESTAURANT ACCOUNTING

Prerequisites: None

Course Description: Provides a basis for understanding hospitality accounting concepts and procedures, the processing of hospitality financial data, and the flow of financial information in the accounting cycle that results in the production of financial statements.


1. Explain the fundamental function and purpose of accounting, and differentiate between bookkeeping and accounting.

2. Explain the purpose of generally accepted accounting standards, and describe the generally accepted accounting principles (GAAP) covered in the text.

3. Describe the proprietorship, partnership, limited liability company, and corporate forms of business organization and their advantages and disadvantages.

4. Describe the purpose of the basic financial statements prepared by hospitality businesses, and explain when they are prepared.

5. Identify the criteria that determine whether a certified public accountant (CPA) is independent, and describe the independent CPA's role in the preparation of financial statements for external users.

6. Describe the purpose of a chart of accounts and its function in an accounting system.

7. Identify and explain the technical and long forms of the accounting equation.

8. Identify the five major account classifications, and describe the categories and common accounts within each classification.

9. Explain the perpetual and periodic inventory systems and the bookkeeping accounts and accounting methods used in the systems.

10. Define and describe business transactions, and analyze a variety of typical transactions.

11. Describe double-entry accounting and the role of journals, bookkeeping accounts, and the general ledger in recording business transactions.

12. Define the terms debit and credit, and list the basic rules governing the proper application of debits and credits in relation to the major account classifications and to contra accounts.

13. Identify the basic steps used in recording business transactions in a two-column general journal.

14. Describe an accounting system and its objectives, explain the purpose of accounting records, and explain how a general journal and special journals are used.

261.6 BASIC HOTEL AND RESTAURANT ACCOUNTING (continued)

15. Define journalizing, posting, footing, and crossfooting, and describe the journalizing and posting processes.

16. List and explain the basic steps involved in the month-end accounting process, including the completion of the worksheet and the preparation of financial statements, and identify and describe the steps in the closing process.

17. Explain the basic characteristics and functions of computer hardware components and software, and discuss specific computer applications in the hospitality industry.

18. Describe unique features of restaurant accounting.

19. Describe unique features of hotel accounting.

20. Read and analyze financial statements.

21. Summarize the federal government's authority regarding reporting by public companies, and discuss the Securities and Exchange Commission, the Sarbanes-Oxley Act, and the 10-K report.

22. Explain merchant accounts and describe point-of-sale systems.

23. Discuss the importance of budgeting and forecasting; describe variable, fixed, and semi-variable expenses; and explain the breakeven point.

24. Discuss what is involved in starting a business, explain the start-up assistance and resources that are available for small businesses, and describe the franchise option.

Group Teaching Guidelines: This course is designed with 16 chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor's Guide.


Learning Resource: Basic Hotel and Restaurant Accounting, Sixth Edition, by Raymond Cote.

270.5 MARKETING IN THE HOSPITALITY INDUSTRY

Prerequisites: None

Course Description: This course takes a practical perspective in introducing students to the marketing of hotels and restaurants. The text consists of chapters on market segmentation, marketing research, sales, advertising, public relations, product and service promotions, database marketing and direct mail, electronic marketing, rates and fares, travel packages, guest/customer service, pricing strategies, revenue maximization, marketing budget preparation, the marketing plan, laws affecting marketing, reservations systems, property management systems, marketing information systems, travel purchasing systems, and the future of hospitality marketing.


1. Explain how marketing activities in the hospitality industry address the needs of many different types of buyers.

2. Explain the value of various types of market segmentation in the hospitality industry.

3. Describe and differentiate the characteristics of business and pleasure travel market segments in the hospitality industries.

4. Describe channels of distribution within the hospitality industry.

5. Describe vertical, horizontal, backward, and forward integration in the hospitality industry.

6. Explain why hospitality companies need flexible marketing strategies.

7. Describe how marketing efforts benefit from a zero-base budgeting process.

8. Explain the purpose of marketing research, and describe various types of marketing research, techniques, and tools.

9. Describe hotel sales tools and procedures, and explain how changes in technology and economics have reshaped the sales function.

10. Describe the role of customer service in marketing, as well as a vital ten-step procedure for identifying and addressing customer service problems.

11. Describe how the operations team can meet guest expectations, and explain ways to handle guest complaints.

12. Describe advertising guidelines and a six-step process that can help marketers develop a successful advertising campaign.

13. Describe public relations and how to apply it, and discuss tips and strategies for successful internal and direct-contact public relations and interactions with the press.

270.5 MARKETING IN THE HOSPITALITY INDUSTRY (continued)

14. Explain various types of promotions and how to implement them successfully.

15. Describe database marketing, summarize key elements of database systems, and explain how to ensure successful database marketing.

16. Describe types of electronic marketing and how to use them in the hospitality industry.

17. Define hospitality industry packaging, explain its benefits to consumers and hospitality firms, and describe common types of travel packages.

18. Describe several types of collateral materials used in the hospitality industry.

19. Describe pricing techniques, and explain the importance of offering customers price ranges and choices in hospitality products and services.

20. Explain how market mix, pricing strategies, and yield management are used to maximize revenue, and identify objectives and key tactics of revenue maximization.

21. Discuss the major components of a marketing budget, and explain how to prepare one.

22. Describe the elements and structure of a marketing plan, and explain how to put one together.

23. Describe major federal laws that directly bear on marketing.

24. Describe technological applications and trends affecting the hospitality industry and consumers.

25. Identify the purposes of rate strategies set by hotels, air carriers, and rental car firms, describe hotel room rate ranges, and provide examples of rate strategies based on the grid-positioning concept.

26. Describe practical ways to increase revenue and profits that capitalize on and market what already exists within a hotel, restaurant, or customer base.


Evaluation: The student must complete a comprehensive final examination. The final examination will not cover Chapter 26, which speculates about the future.

Learning Resource: Marketing in the Hospitality Industry, Fifth Edition, by Ronald A. Nykiel.

281.3 HOSPITALITY FACILITIES MANAGEMENT AND DESIGN

Prerequisites: None

Course Description: Provides hospitality managers and students with information they need to know to manage the physical plant of a hotel or restaurant and work effectively with the engineering and maintenance department.


1. Identify a number of important roles played by hospitality facilities, the two primary categories of facility operating costs, the components of each category, and various factors that affect those costs.

2. Describe several types of maintenance, state the goals of maintenance management systems, and describe computerized and Internet-based facilities management.

3. Identify the basic facilities-related concerns associated with guestrooms and corridors, public space, recreation and exterior areas, back-of-the-house areas, and the building's structure and exterior.

4. Describe sustainability and its role in the overall business strategy of a hospitality operation, and state some of the principal measures facilities managers can take to minimize and manage waste.

5. Describe how to reduce occupational injury rates in the hospitality industry and outline how building design and maintenance affect safety.

6. Outline water usage levels and patterns in the lodging industry, and describe the basic structure of water and wastewater systems.

7. Explain various aspects and components of electrical systems, cite important considerations regarding system design and operating standards, and identify elements of an effective electrical system and equipment maintenance program.

8. Describe the basic elements of human comfort and how HVAC systems affect this comfort.

9. Define basic lighting terms, explain how natural light can be used to meet a building's lighting needs, and describe common artificial light sources.

10. Describe laundry equipment and explain factors in selecting laundry equipment and locating an on-premises laundry.

11. Describe food preparation equipment, cooking equipment, and sanitation equipment.

12. Describe the nature of and typical problems associated with a building’s structure, finishes, and exterior facilities, including the roof, exterior walls, windows and doors, structural frame, foundation, elevators, parking areas, storm water drainage systems, utilities, and landscaping and grounds.

281.3 HOSPITALITY FACILITIES MANAGEMENT AND DESIGN (continued)

13. Summarize the hotel development process.

14. Explain the concept development process for food service facilities, outline the makeup and responsibilities of the project planning team, and describe food service facility layout.

15. List typical reasons for renovating a hotel, summarize the life cycle of a hotel, and describe types of renovation.

Group Teaching Guidelines: This course is designed with fourteen chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor=s Guide.


Learning Resource: Hospitality Facilities Management and Design, Third Edition, by David M. Stipanuk.

304.3 LEADERSHIP AND MANAGEMENT IN THE HOSPITALITY INDUSTRY

Prerequisites: None

Course Description: This course is designed to acquaint students with leadership, management, and quality issues facing today's hospitality industry. There are chapters on managing organizational change, traditional management roles and styles versus leadership in the twenty-first century, quality management, continuous improvement, power and empowerment, communication skills, goal setting and coaching, high-performance teams, diversity, strategic career planning, and ethics.


1. List tips and cautions for organizations that embark on large-scale organizational change, and describe the four major steps of the change process.

2. Describe the traditional functions of management (planning, organizing, coordinating, staffing, directing, and controlling), and explain why a gap exists between them and the actual behavior of managers.

3. Describe the dominant contemporary views of leadership.

4. Summarize William Edwards Deming's 14 points for management and describe his ideas about leadership and management.

5. Describe Joseph Juran's notions and definitions of quality and detail the basic elements of quality management using Juran's approach.

6. Explain the four fundamental steps of a continuous-improvement process, and identify and describe tools commonly used in the process.

7. Describe the types and sources of organizational and personal power, the typical responses to each type of power, and methods to enhance power and build alliances.

8. Identify seven myths about communication, outline the communication process, and describe barriers to effective communication.

9. Explain the importance and nature of goal-setting in an organization, describe the nature of and need for coaching in today's hospitality organizations, and list guidelines that can help managers handle organizational conflict.

10. Describe forces of change that have made team-building a high priority for many hospitality organizations, and describe the stages a work team goes through during its development.

11. Identify the ways in which the work force is changing and how it is becoming more diverse.

12. Explain how organizations can foster diversity in the workplace.

304.3 LEADERSHIP AND MANAGEMENT IN THE HOSPITALITY INDUSTRY (continued)

13. Create a personal vision statement after analyzing your skills, interests, values, and personality type;

and identify ways to choose an occupation and implement your career choice.

14. Discuss ethics and identify common ethical issues in the hospitality industry.

Group Teaching Guidelines: This course is designed with eleven chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resource: Leadership and Management in the Hospitality Industry, Third Edition, by Robert H. Woods and Judy Z. King.

313.3 CONTEMPORARY CLUB MANAGEMENT

Prerequisites: None.

Course Description: This course provides a thorough look at club management, introducing students to general club management and governance, leadership, marketing, and human resources, and such operational areas as food and beverage operations, entertainment, financial management, club technology, and sports and recreation programs.


1. Define a private club, explain how private clubs are owned, and identify the types of private clubs that exist.

2. List club membership categories.

3. Summarize the important elements of private club organizational structures.

4. Explain the roles that boards of directors and general managers play in private clubs.

5. Describe effective leadership techniques for club managers.

6. Describe the strategic planning process and how to implement it.

7. Identify the role of marketing in private clubs and explain buyer behavior and marketing mix.

8. Explain membership marketing and the role of the membership director.

9. Identify essential elements in human resource management, including major employment antidiscrimination laws, recruitment, selection, orientation, performance appraisals, and discipline.

10. Summarize techniques involved in training and development, including assessment, socialization, and training at all employee levels in a club.

11. Describe the importance of effective communication skills for club managers.

12. Explain how food and beverage operations in clubs are organized, staffed, and financed.

13. Describe how entertainment needs are managed and entertainment purchased in a private club.

14. Explain which financial documents are used in clubs, how to analyze them, and the three types of budgeting.

15. Describe how computer technology is integrated into a club, including system basics, generic software, accounting systems, prospect recruitment software, POS systems, event management software, golf course management software, and system interfacing and upgrades.

16. Explain the importance of facility management in clubs.

17. List the types of facilities, programs, services, and staff found in a club’s golf operations.

313.3 CONTEMPORARY CLUB MANAGEMENT (continued)

18. Summarize the major issues involved in golf course maintenance, including budgets, equipment,

turfgrass management, and environmental concerns.

19. Describe the fitness, spa, aquatics, and tennis operations found in many private clubs.

Group Teaching Guidelines: This course consists of seventeen chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resources: Contemporary Club Management, Third Edition, edited by Joe Perdue and Jason Koenigsfeld for the Club Managers Association of America.

323.1 FUNDAMENTALS OF DESTINATION MANAGEMENT AND MARKETING

Prerequisites: None

Course Description: This course will give students a basic understanding of the roles destination management organizations (DMOs) and convention and visitors bureaus (CVBs) play in the tourism industry. All aspects of organization operations are covered, including service, research, product development, human resources, and financial management.


1. Explain why it is important for CVBs to provide excellent service, and describe the ways in which they can serve their diverse group of customers, clients, and members.

2. Understand the roles of prospecting, qualifying prospects, CVB satellite offices, and convention service managers and their importance to CVB sales.

3. Describe the steps involved in the sales process.

4. Explain the importance of a CVB’s marketing plan and describe the elements and tools included in such a plan.

5. Describe the process of branding a destination, and explain how branding relates to theme development and advertising.

6. Identify research projects typically undertaken by a CVB and describe their relevance to the organization.

7. Explain why CVBs should engage in regular performance reporting and describe the various performance measures and productivity metrics that are used to gauge a CVB’s performance.

8. Describe the tactics used by a CVB for media and nonmedia communications.

9. Explain the importance of a CVB crisis communications plan, and describe the steps in creating such a plan.

10. Describe the unique challenges faced by CVBs in product development and marketing, and explain the CVB marketing dilemma.

11. Explain how CVBs can create their own products and how this is beneficial to the destination.

12. Describe the features of effective DMO Web sites, and explain the factors to consider when building a successful destination Web site.

13. Describe components of a strategic Internet marketing plan, and identify ongoing online marketing, communication, and research tasks necessary for a successful Internet marketing plan.

14. Describe the steps involved in a CVB’s human resources performance management process.

15. Identify steps for attracting, retaining, and dismissing CVB members, and outline policies related to member care, including refunds, patronage of member businesses, and denial of membership.

323.1 FUNDAMENTALS OF DESTINATION MANAGEMENT AND MARKETING (continued)

16. Describe the elements of CVB financial management, including nonprofit status, information and tax

returns, internal and audited financial statements, and disclosure of information.

17. Describe roles, responsibilities, and other factors to be considered when forming a CVB board of directors.

18. Explain the reasons for a board evaluation process, and outline areas to be evaluated.

19. Explain the importance of alliances and partnerships for CVBs, list potential alliance partners, and describe programs they may put into place.

20. Describe the history, structure, and current conditions of destination management and marketing in Canada, the United Kingdom, and Mexico.


Evaluation: The student must complete a comprehensive final examination covering the first 12 chapters.

Learning Resource: Fundamentals of Destination Management and Marketing, edited by Rich Harrill

333.9 MANAGING FRONT OFFICE OPERATIONS

Prerequisites: None

Course Description: This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement. The course also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Front office procedures and management are placed within the context of the overall operation of a hotel.


1. Classify hotels in terms of their ownership, affiliation, and levels of service.

2. Describe how hotels are organized and explain how functional areas within hotels are classified.

3. Summarize front office operations during the four stages of the guest cycle.

4. Discuss the sales dimension of the reservations process and identify the tools managers use to track and control reservations.

5. List the seven steps of the registration process and discuss creative registration options.

6. Identify typical service requests that guests make at the front desk.

7. Explain important issues in developing and managing a security program.

8. Describe the process of creating and maintaining front office accounts.

9. Identify functions and procedures related to the check-out and account settlement process.

10. Discuss typical cleaning responsibilities of the housekeeping department.

11. Summarize the steps in the front office audit process.

12. Apply the ratios and formulas managers use to forecast room availability.

13. Explain the concept of revenue management and discuss how managers can maximize revenue by using forecast information in capacity management, discount allocation, and duration control.

14. Identify the steps in effective hiring and orientation.



Learning Resource: Managing Front Office Operations, Ninth Edition, by Michael L. Kasavana, Ph.D.

338.3.1 Managing Housekeeping Operations

Prerequisites: None

Course Description: This course is designed to provide students with the principles of housekeeping management as they apply specifically to the hospitality industry.


1. Identify the role of housekeeping in a hospitality operation.

2. Explain how to follow environmentally sound procedures for sustainable housekeeping.

3. Describe how to plan and organize the work of the hospitality housekeeping department.

4. Explain the role executive housekeepers play in managing such human resource concerns as diversity, turnover, recruitment, selection, training, scheduling, and motivation.

5. Explain how to manage inventories for linens, uniforms, guest loan items, machines and equipment, cleaning supplies, and guest supplies.

6. Describe how an executive housekeeper budgets and controls expenses.

7. Identify important security concerns and the role that the members of the housekeeping department play in creating a safe and secure property.

8. Trace the flow of laundry through an on-premises laundry and describe the function of each machine.

9. Describe the routine of guestroom cleaning from room assignments through inspections and turndown service.

10. List the public space areas that the housekeeping department is responsible for cleaning and the tasks associated with each one.

11. List the types of materials used for ceilings, walls, furniture, and fixtures and how to properly care for them.

12. Describe the selection and care considerations for beds, linens, and uniforms.

13. Explain the proper ways to clean and maintain different types of carpeting and floors.

14. Identify major areas of a guest bathroom and how to select and care for each element.



Learning Resource: Managing Housekeeping Operations, Revised Third Edition, by Aleta A. Nitschke and William D. Frye.

346.2 MANAGING BEVERAGE OPERATIONS

Prerequisites: None

Course Description: This course lays the groundwork for a basic understanding of beverage operations by explaining the beverage service process, describing the types of positions commonly found in beverage operations, and focusing on such beverages as beer, spirits, and wine. Included in the course are instructions on responsible alcohol service, supervisory techniques, and procedures for entry-level beverage service positions.


1. Describe food and beverage trends affecting bars.

2. Outline the process involved in beverage service.

3. List types of beverage establishments and discuss the major types of beverages they serve.

4. Describe the major beverage staff positions.

5. Describe the duties of a beverage server and explain the role that a bartender plays in a bar.

6. Identify the rituals and procedures associated with the service of coffee, tea, beer, wine, and champagne.

7. Discuss legal restrictions and liability issues affecting the service of alcoholic beverages.

8. Identify signs of intoxication and explain how a “traffic light” system is used to monitor and control guests’ alcohol consumption.

9. List ten leadership practices helpful for managers and others who want to grow as leaders, and discuss skills essential to being an effective leader.

10. Outline the seven control points of a bar operation.

11. Explain how beer, wine, and spirits are marketed and sold in bars.

12. Explain the stages in the process of making beer, and identify storing and handling concerns in relation to beer.

13. Summarize mixology basics, including standard recipes and methods of mixing drinks.

14. Distinguish the various types of wines and explain the wine-making process, from the pressing of grapes to the storage of bottled wine.

15. Describe procedures for tasting and judging wines.

16. Explain the classification and labeling systems for wine in such countries as France, Italy, Germany, Spain, Portugal, and the United States.

346.2 MANAGING BEVERAGE OPERATIONS (continued)

17. Identify the major wine-producing areas of such countries as France, Italy, Germany, Spain,

Portugal, and the United States.

18. Identify basic characteristics of wines from such countries as Argentina, Australia, Austria, Bulgaria, Canada, Chile, Cyprus, Greece, Hungary, India, New Zealand, Romania, Russia, and South Africa.

Group Teaching Guidelines: This course is designed with sixteen chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resource: Managing Beverage Operations, Second Edition, by Ronald F. Cichy and Lendal H. Kotschevar.

349.4 MANAGING SERVICE IN FOOD AND BEVERAGE OPERATIONS

Prerequisites: None

Course Description: This course provides students with practical skills and knowledge for effective management of food and beverage operations. It presents basic service principles while emphasizing the importance of meeting and, whenever possible, exceeding the expectations of guests.


1. Describe current developments and trends in the food and beverage industry.

2. Summarize typical restaurant server and busperson duties.

3. List and discuss the tasks that banquet servers and in-room dining attendants perform.

4. Describe the duties of beverage servers and bartenders.

5. Identify legal restrictions and liability issues affecting the service of alcoholic beverages.

6. Explain how to tell when guests are intoxicated, and outline steps to take when stopping alcohol service to them.

7. Describe the importance of the menu to food and beverage operations and explain how it is planned and designed.

8. Identify procedures and issues involved with purchasing, receiving, storing, issuing, and controlling food and beverage operation supplies and equipment.

9. Summarize design, decor, and cleaning issues for food and beverage operations.

10. Describe the critical role of food sanitation in food and beverage operations, explain the HACCP concept of food safety, and discuss the role of staff members in ensuring food safety.

11. Explain how food and beverage managers develop labor standards, forecast food and beverage sales, prepare work schedules, and analyze labor costs.

12. Discuss revenue collection and control systems.

13. Describe casual-dining restaurants and list examples of ways they give value to guests.

14. Explain how banquets and catered events are sold, booked, planned, and executed.

15. Discuss in-room dining issues and summarize procedures for delivering in-room dining.

16. Describe on-site food and beverage operations in the business and industry, health care, and college and university markets.

349.4 Managing Service in Food and Beverage Operations (continued)

Group Teaching Guidelines: This course is designed with 15 chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Since the course stresses the practical application of dining service management concepts, sessions include case studies and in-class group activities.


Learning Resources: Managing Service in Food and Beverage Operations, Fourth Edition, by Ronald F. Cichy, Ph.D., CHA, and Philip J. Hickey, Jr.

354.1 HOSPITALITY INDUSTRY TRAINING

Prerequisites: None

Course Description: This course provides a thorough look at training by addressing how to assess and analyze the training needs of new and established operations; look upon training and development as an investment; use training tools and techniques; train with technology; measure and evaluate training; and use different training techniques when training employees, supervisors, and managers.


1. Describe the effects such factors as the work force, strategic planning, and technology have had on the hospitality training industry.

2. Explain how the principles of adult learning apply to training and development in the hospitality industry.

3. Identify the variables to consider when calculating the costs of training and the costs of not training, and describe how training directors develop cost-benefit analyses for training and development activities.

4. List methods for identifying the training and development needs of a hospitality organization, and explain how to use the information gained from a needs assessment.

5. Identify factors to consider when developing training materials and programs, and describe how technology has affected the instructional design process.

6. Describe types of exercises and activities that can be incorporated into training sessions.

7. Summarize the advantages and disadvantages of various types of technology-based training, and describe the challenges involved in designing and delivering a Web-based course.

8. Differentiate between measurement and evaluation, and identify criteria that training directors use to validate training activities.

9. Explain the importance of training departmental trainers.

10. Distinguish general orientations from departmental/specific job orientations, and describe the socialization process that continues after the initial orientation sessions.

11. List the steps in the four-step training method and describe the training issues involved with each one.

12. Define mentoring and its role in hospitality training, and distinguish between mentoring and coaching.

13. Identify the professional continuing education resources available to complement hospitality industry training and development, describe the training styles and topics frequently used to train supervisors and managers, and explain how supervisory and management training and development can facilitate organizational change.

354.1 HOSPITALITY INDUSTRY TRAINING (continued)

14. Identify and describe various types of executive education programs.

15. List the advantages and disadvantages of outsourcing training and development.

Group Teaching Guidelines: This course consists of fourteen chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resources: Training and Development for the Hospitality Industry, by Debra F. Cannon and Catherine M. Gustafson.

357.5 MANAGING HOSPITALITY HUMAN RESOURCES

Prerequisites: None

Course Description: This course presents a systematic approach to human resources management in the hospitality industry. Students will analyze contemporary issues and practices, as well as employment laws that have an impact on the way people are managed.


1. Describe the EEOC and distinguish between EEO laws and affirmative action.

2. Define "disability," and describe the Americans with Disabilities Act (ADA) and its implications for human resource managers at hospitality operations.

3. Explain the importance of job analysis and job design.

4. Apply methods for forecasting labor demand, identify the advantages and disadvantages of internal and external recruiting, and explain the functions of a computer-based Human Resource Information System (HRIS).

5. Describe the importance of the selection process, explain how managers use application blanks and pre-employment tests as selection tools, and identify the types of selection errors and biases managers must overcome when screening job applicants.

6. Explain the purpose of an orientation program, distinguish between a general property orientation and a specific job orientation, and identify specific socialization strategies and approaches.

7. Identify and explain the stages of the training cycle, and describe various training methods.

8. Describe the functions of performance appraisals, describe commonly used methods of appraising employee performance, and identify legal issues relating to performance appraisals.

9. Describe types of compensation, and outline the major influences on compensation plans.

10. Explain the steps and identify options for establishing pay structures, and describe current issues in compensation administration.

11. Describe effective incentive programs and identify four general categories of employee benefits.

12. Summarize the reasons employees join unions, analyze the statistics and trends of union membership, and explain the goals and content of major U.S. legislation affecting labor relations.

13. Identify mandatory, voluntary, and illegal collective bargaining issues and common economic and non-economic reasons behind bargaining.

357.5 MANAGING HOSPITALITY HUMAN RESOURCES (continued)

14. Identify major sources of grievances, describe typical grievance procedures, and outline how to prevent grievances at union properties.

15. Summarize the history, scope, and goal of the Occupational Safety and Health Act, and describe the enforcement of OSHA standards and requirements.

16. Describe the components and benefits of an employee assistance program (EAP).

17. Identify sources and consequences of workplace stress, and outline the implications of such issues as AIDS, depression, workplace smoking, and wellness programs.

18. Outline the hospitality industry's turnover problem, identify the causes and costs of turnover, and summarize several methods for reducing turnover.

19. Summarize approaches to employee discipline and explain the proper use of discipline in a hospitality organization.

20. Describe the appropriate use of discharge in an employee discipline program and outline an effective exit interview system.

21. Summarize ethical issues in business, including how businesses can assess ethical behavior, recent ethical issues in American business, and ethical issues in human resources management.



Learning Resource: Managing Hospitality Human Resources, Fifth Edition, by Robert H. Woods, Misty M. Johanson, and Michael P. Sciarini.

362.5 ACCOUNTING FOR HOSPITALITY MANAGERS

Prerequisites: None.

Course Description: Covers such areas as specialized accounting for hotel revenue and expenses; accounting for inventory, property, and equipment; hospitality payroll accounting; hotel departmental financial statements; the income statement, balance sheet, and statement of cash flows; the analysis of financial statements; interim and annual reports; budgeting expenses; forecasting sales; budgetary reporting and analysis; and financial decision-making.


1. List the revenue centers in and revenue accounts used by a hotel, and explain and apply hotel revenue accounting procedures.

2. Describe and implement basic internal control forms and procedures used in food and beverage sales.

3. Define and give examples of financial reporting centers.

4. List the types of expenses incurred and expense accounts used in a hotel, and demonstrate hotel accounting procedures for expenses and bad debts.

5. Calculate cost of sales.

6. Explain the purpose of a uniform system of accounts, and describe the purpose of and formats for account numbering systems.

7. Summarize the purposes of and formats for hotel departmental financial statements.

8. Describe procedures for hospitality payroll accounting (including requirements for tipped employees), and explain major payroll deductions and taxes.

9. Describe and apply accounting procedures applicable to the acquisition, depreciation, and disposal of property and equipment.

10. Describe and apply accounting procedures applicable to the acquisition and amortization of intangible assets, and recognize non-amortizable intangible assets.

11. Explain the purpose of, and prepare, various formats of income statements, including common-size and comparative formats.

12. Interpret and analyze income statements using ratios, and list the commonly used income statement ratios.

13. Explain the purpose of, and prepare, various formats of balance sheets, including common-size and comparative formats.

362.5 ACCOUNTING FOR HOSPITALITY MANAGERS (continued)

14. Interpret and analyze balance sheets using ratios, and list the commonly used balance sheet ratios.

15. Explain the purpose, preparation, content, and format of the statement of cash flows.

16. Summarize the role of, criteria for selection of, and levels of service provided by an independent certified public accountant.

17. Describe the purpose and preparation of consolidated financial statements.

18. Explain the purpose and content of an annual report, and describe how a reader can find and interpret information in the report.

19. Define the various types of expenses and apply techniques to budget those expenses effectively.

20. Use various methods to forecast sales.

21. Describe and use budgetary reporting and analysis techniques.

22. Outline the critical elements to be considered in financial decision-making.

23. Demonstrate proper procedures for cash management and planning.

24. Identify and describe several unique accounting concerns of casinos.

25. Describe and apply the various methods of inventory valuation, as well as how the differences between the methods may affect the values derived.

Group Teaching Guidelines: This course is designed with 20 chapter sessions that can be combined or broken down to meet a variety of scheduling needs.


Learning Resource: Accounting for Hospitality Managers, Fifth Edition, by Raymond Cote, CPA, CCP.

366 .1 ACCOUNTING FOR CLUB OPERATIONS

Prerequisites: None

Course Description: This course presents accounting concepts and explains how they apply to specific operations within the club industry.


1. Identify and explain several generally accepted accounting principles and apply them to the club industry.

2. Identify the content, uses, and purposes of the three major financial statements.

3. Apply and interpret several financial ratios that help club managers better manage and organize operations.

4. Explain cost concepts and apply them to club operations.

5. Differentiate between operations budgets, cash budgets, and capital budgets and describe the nature and function of each.

6. Outlines the elements involved in managing current assets effectively.

7. Describe the goals and elements of an effective internal control system.

8. Identify the important points associated with accounting for property, equipment, fixed assets, and payroll-related liabilities.

9. Outline the growing uses of computer technology in clubs.

10. Distinguish between capital and operating leases and explain how the choose between these two options.

11. Outline the man factors that a club must address before choosing to apply for tax-exempt status, as well as the significant operating restrictions that such status places on clubs.

Group Teaching Guidelines: This course comprises 15 chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resource: Accounting for Club Operations, by Raymond S. Schmidgall and James W. Damitio.

367 .1 FINANCIAL MANAGEMENT FOR SPAS

Prerequisites: None

Course Description: Designed to provide spa managers and other spa professionals with the financial management skills they need to succeed. Subjects covered include payroll accounting, inventory, income statements, ratio analysis, pricing, menu engineering, operations budgeting, revenue management, cash management, capital budgeting, lease accounting, and business plan development.


1. Identify and describe generally accepted accounting principles.

2. Outline the nine steps of the accounting cycle.

3. Explain the importance of containing payroll costs.

4. Describe the elements of a spa’s compensation plan.

5. List types of spa inventory and outline the perpetual and periodic inventory systems.

6. Differentiate between and use the different types of inventory monitoring systems.

7. Identify the users of income statements and describe the income statement’s relationship to the balance sheet.

8. Explain the purpose of the Uniform System of Financial Reporting for Spas.

9. Calculate and explain ratios commonly used in the spa industry.

10. Summarize the limitations of ratio analysis.

11. Identify key concepts and concerns related to pricing.

12. Use markup and bottom-up approaches to pricing spa services and products.

13. Explain the process of preparing an operations budget.

14. Use information from budget reports to calculate and analyze several kinds of variances related to revenue, cost of goods sold, and labor.

15. Define revenue management and explain how to use it properly.

16. Describe various ways to measure revenue management results.

17. Distinguish between income and cash flows and explain why the distinction is critical.

18. Prepare a bank reconciliation.

19. Describe the relationship of capital budgeting to operations budgeting.

367.1 FINANCIAL MANAGEMENT FOR SPAS (continued)

20. Identify some of the advantages and disadvantages of leases and describe common lease

provisions.

21. Discuss the need for business plans.

22. Outline information that should be included in a spa positioning statement.

Group Teaching Guidelines: This course comprises eleven chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resource: Financial Management for Spas, by Raymond S. Schmidgall and John R. Korpi.

374 .1 REVENUE MANAGEMENT: MAXIMIZING REVENUE IN HOSPITALITY OPERATIONS

Prerequisites: None

Course Description: This course will give students a basic understanding of the revenue management process. It addresses the proper use and importance of revenue management in hospitality operations and describes the wide range of elements that must be considered in order to use revenue management effectively.


1. Explain the concept of revenue management and the history of its development.

2. Identify the business traits that create the environment appropriate for the use of revenue management.

3. Distinguish between strategic and tactical revenue management and explain why this distinction is important.

4. Identify internal and external measures that can be used to judge a property’s performance.

5. Discuss the challenges that managers have in determining the effectiveness of revenue management tactics and strategies.

6. Explain how forecasting demand and room availability drives tactical revenue management.

7. Identify ways to implement tactical rate management and stay controls to maximize hospitality revenue.

8. Define capacity management and how to use it for revenue management.

9. Perform and use displacement analysis.

10. Explain how revenue management plays a role in generating demand and creating marketing strategies for a hospitality property.

11. Explain how strategic pricing and revenue streams management contribute to revenue management efforts at the strategic level.

12. Identify opportunities for strategic packaging and ways to manage distribution channels for the greatest effect.

13. Describe the capabilities of automated revenue management systems.

374.1 REVENUE MANAGEMENT: MAXIMIZING REVENUE IN HOSPITALITY OPERATIONS (continued)


Evaluation: The student must complete a comprehensive final examination covering all 5 chapters.

Learning Resource: Revenue Management: Maximizing Revenue in Hospitality Operations, by Gabor Forgacs.

387.3 SECURITY and LOSS PREVENTION MANAGEMENT

Prerequisites: None

Course Description: This course explains the issues surrounding the need for individualized hotel security programs, examines a wide variety of security and safety equipment and procedures, discusses guest protection and internal security for asset protection, explores risk management and loss prevention issues, and outlines OSHA regulations that apply to lodging properties.


1. Explain the importance of a comprehensive approach to risk management and outline the business case for managing risk.

2. Discuss the security and safety responsibilities of hotels.

3. Describe the American legal system, define basic legal terms, and explain a hotel’s duty to exercise reasonable care in relation to its guests.

4. Explain the key issues in developing and setting up a hotel security program.

5. Identify slip, trip, and fall risks in hotels, describe hotel fire risks, and explain safety risks and concerns pertaining to hotel water systems.

6. Discuss losses that affect all hotel departments, including employee and guest theft.

7. Summarize the business case for employee safety, discuss strategies for managing employee safety, and explain how a hotel can establish a safety committee.

8. Describe how hotels can appropriately respond to bombs and bomb threats, fires, hurricanes and typhoons, tornadoes, floods, earthquakes, tsunamis, blackouts, robberies, medical and dental emergencies, and terrorism.

9. Outline a viable media relations response in the event of an emergency situation.

10. Explain how insurance can help hotels minimize their financial expenses due to losses and summarize considerations in purchasing insurance.

Group Teaching Guidelines: This course is designed with ten chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Class activities are included in the Instructor’s Guide.


Learning Resource: Security and Loss Prevention Management, Third Edition, by David M. Stipanuk and Raymond C. Ellis, Jr.

391.5 UNDERSTANDING HOSPITALITY LAW

Prerequisites: None

Course Description: Provides an awareness of the rights and responsibilities that the law grants to or imposes upon a hotelkeeper, and illustrates the possible consequences of failure to satisfy legal obligations.


1. Describe the development of rules regarding the rights and liabilities of innkeepers under the common law system, as well as the ways in which contract law, tort law, and negligence law affect the hotelkeeper.

2. Describe a hotel’s duty under the common law to receive guests and the circumstances under which it can refuse to accommodate potential guests or can evict guests or others.

3. Explain a guest’s right to privacy and a hotel’s affirmative duty not to allow unregistered and unauthorized third parties access to guestrooms.

4. State the purpose of the Americans with Disabilities Act (ADA) and briefly describe how Title III of the Act affects lodging and food service establishments.

5. Describe the hotel’s obligation to protect its guests.

6. Identify the steps a hotel must take to limit its liability for loss of guest valuables.

7. Describe the procedures a hotel must follow if a guest dies while at the hotel.

8. Identify the general restrictions typically placed by states on food service operations and on operations licensed to sell alcohol for on-premises consumption.

9. Identify which employers are subject to the Family and Medical Leave Act (FMLA), and which employees are eligible for leave and related benefits under the Act.

10. State the essential elements of several laws barring discrimination in employment.

11. Identify general prohibitions outlined in the Employee Polygraph Protection Act of 1988.

12. Describe the provisions of the Immigration Reform and Control Act of 1986.

13. State the conditions under which tips are not considered wages.

14. List OSHA’s major functions.

15. Define “telephone resale” as it applies to lodging establishments.

16. Name the three major copyright societies, and explain when royalties are payable to them.

391.5 UNDERSTANDING HOSPITALITY LAW (continued) 17. Describe the Occupational Safety and Health Administration regulations on fire brigades.

18. State the purpose of the federal antitrust laws.

19. List some of the typical provisions of a franchise contract.

20. Describe privacy, antitrust, copyright, and employee use issues as they relate to the Internet.

21. Discuss the impact of terrorism on laws governing hotels.

Group Teaching Guidelines: This course is designed with forty chapter sessions that can be combined or broken down to meet a variety of scheduling needs.


Learning Resource: Understanding Hospitality Law, Fifth Edition, by Jack P. Jefferies, J.D., LL.M., J.S.D., and Banks Brown, J.D.

424.3 World of Resorts: From Development to Management

Prerequisites: None

Course Description: Offers a complete approach to the operation of resort properties. Beginning with the resort concept and the historical development of resorts, the course then covers the planning, development, management, marketing, and financial aspects of the resort business. The course also examines the future outlook for resorts and the impact of the condominium concept, timesharing, technological change, “green” initiatives, and eco-tourism.


1. Identify important ways in which resorts and resort management differ from classic hotels and hotel management.

2. Describe the origins and development of the resort form.

3. Summarize economic, social, and environmental considerations in the resort planning and development process.

4. Identify the participants in the resort planning and development process and how their efforts are organized and coordinated.

5. Describe the three basic planning concepts that generally apply to resort facilities.

6. Outline planning and design issues as they affect the accommodation of people with disabilities.

7. Detail the many factors involved in developing and operating golf, tennis, ski, boating, swimming, and health club/spa facilities at a resort.

8. Describe the role that infrastructure and striking natural surroundings play in the success of a resort’s recreational offerings.

9. Explain how a resort moves through various preopening activities to its grand opening.

10. Explain how resorts are managed, discuss their organizational structures, and distinguish managers from leaders.

11. Summarize labor force issues for resorts, including the role of a resort’s human resources department, employee productivity issues, and the impact of labor unions.

12. Describe front-of-the-house operations and functions.

13. Summarize the importance of guest relations to resorts and outline typical guest activities and services.

14. Define the relationships between heart-of-the-house departments and describe the services they provide.

424.3 World of Resorts: From Development to Management (continued)

15. Discuss the essential role of security at resorts.

16. Describe how resorts can manage the various risks they face and control their insurance costs.

17. Summarize the fundamentals of resort marketing, including market segmentation and positioning, and discuss the marketing tools of advertising, promotion, and publicity.

18. Detail the elements of profitability planning and budgeting, and identify essential financial statements.

19. Describe various methods of evaluating investment proposals.

20. Discuss how geopolitical issues and changes in global economies will affect the development and growth of the resort industry.

21. Explain how resorts are adopting “green” policies and responding to the demand for ecotourism.



Learning Resource: World of Resorts: From Development to Management, Third Edition, by Chuck Yim Gee.

428.2 INTERNATIONAL HOTELS: DEVELOPMENT AND MANAGEMENT

Prerequisites: None

Course Description: This course provides the background every graduate will need in today=s rapidly changing global marketplace. It prepares students to plan, develop, market, and manage hotels in the international arena. It gives students a solid foundation for understanding and managing cultural diversity in the workplace, and underscores the importance of protocol in international interactions.


1. Describe the factors that have contributed to globalization and a global economy.

2. Summarize the composition, size, and growth of international tourism and lodging.

3. Outline the factors affecting international hotel expansion into European, North American, Middle Eastern, and Asian-Pacific markets.

4. Identify and describe various barriers to travel, including those affecting travelers and those affecting businesses dealing with travelers.

5. Describe affiliation options available to hotel companies, and explain affiliation considerations.

6. Outline problems and concerns associated with multinational operations.

7. Identify the members and responsibilities of the international hotel development team, and explain why local representation and expertise are often critically important.

8. Identify the infrastructure and labor concerns that developers of international hotels often must address and the various ways in which they may address them.

9. Outline the potential problems associated with building a hotel in a cross-cultural environment and with misunderstanding foreign business practices.

10. Contrast the positive effects of cultural diversity in the workplace with the negative effects, and identify important considerations in managing diversity.

11. Explain why it is important for hotel operators to follow business protocol, and identify some of the complications in cross-cultural negotiating.

12. Describe several of the issues and policy matters that affect the selection and use of expatriate personnel, and cite advantages and disadvantages of hiring local nationals instead of expatriates.

13. Describe how to evaluate a candidate for foreign assignment and the dimensions involved in acculturation.

428.2 INTERNATIONAL HOTELS: DEVELOPMENT AND MANAGEMENT (continued)

14. Outline the general goals of international human resource management and list the three main

types or groupings of IHRM activities and their components.

15. Identify and briefly describe several classification systems in use today.

16. Summarize the development of an international marketing strategy and describe the role of travel agents in the hotel booking process.

17. Identify, define, and explain several factors and developments that are likely to affect the nature and pace of globalization in the travel, tourism, and lodging industry in the years to come.

Group Teaching Guidelines: This course has fourteen chapter sessions that can be combined or broken down to meet a variety of scheduling needs.


Learning Resource: International Hotels: Management and Design, Second Edition by Chuck Yim Gee.

OPERATIONS

Prerequisites: None

Course Description: This course will give students a basic understanding of the purchasing function in the food service sectors. Students will learn about the ways in which value can be added by members of the food service distribution channel, the necessary elements of purchase specifications, and how to select and evaluate distributor partners. The course also covers ethics, group purchasing, electronic purchasing methods, and food safety and defense issues.


1. Describe the importance of the purchasing function, identify the primary and secondary members of the food service distribution channel, and evaluate the value proposition each member provides to the end user.

2. Identify the food service segments, describe the food service process flow, describe the characteristics of the purchasing control point, and explain the role of internal customers in purchasing.

3. Describe the steps in the purchasing process, the skills, knowledge, and behaviors required in purchasing personnel, and the role of food service operator ethics in purchasing.

4. Describe the basic elements of food purchase specifications and the purchase order system, identify the basic elements of pricing and cost controls, and describe the ordering process.

5. Describe the food safety, food defense, and security considerations for food service operations.

6. Identify the characteristics of distributor partners, describe the process to select distributor partners, and explain the essentials of ethics from a distributor's perspective.

7. Describe the safety, food defense, and security considerations for distributors.

8. Describe the intricacies of buyer-distributor relationships and the essential elements of the negotiation process between buyers and distributors.

9. Identify the components of the audit trail and describe the procedures necessary for effective inventory controls.

10. Explain the federal, state, and local laws applicable to purchasing, and identify the elements of purchasing contracts.

11. Explain the distribution systems through which various food and beverage products used in food service operations are purchased.

12. Describe the content of purchase specifications for various food and beverage products used in food service operations.

13. Explain the inspection and grading processes for various food products used in food service operations.

. PURCHASING FOR FOOD SERVICE 445 1

14. Identify the major cuts of beef, pork, veal, and lamb, and describe the primary characteristics of

each.

15. Identify the major categories of fish and shellfish, and describe the primary characteristics of each.

16. Identify the major cuts of poultry and describe the primary characteristics of each.

17. Identify the major growing areas, availability times, pricing factors, and storage issues for fresh fruits and vegetables.

18. Identify factors to consider when purchasing capital equipment, supplies and smallware, and services.



Learning Resource: Purchasing for Food Service Operations, by Ronald F. Cichy and Jeffery D Elsworth.

.445 1 PURCHASING FOR FOOD SERVICE OPERATIONS (continued)

462.7 HOSPITALITY INDUSTRY MANAGERIAL ACCOUNTING Prerequisites: Students should already be familiar with basic accounting concepts and procedures, or have taken an introductory course in basic accounting.

Course Description: This course presents managerial accounting concepts and explains how they apply to specific operations within the hospitality industry.


1. State the purposes, contents, and limitations of the balance sheet, and analyze balance sheets using both horizontal and vertical analysis.

2. State the purposes, contents, and limitations of the income statement, and analyze income statements using both horizontal and vertical analysis.

3. Understand and use the most current version of the uniform system of accounts applicable to the lodging industry.

4. State the purposes, contents, and limitations of the statement of cash flows (SCF), and prepare an SCF.

5. Use ratio analysis to interpret information reported on financial statements and reports, as well as understand how the interpretation of ratio results varies among owners, creditors, and managers.

6. Understand basic cost concepts such as fixed, variable, and mixed costs, as well as calculate the fixed and variable elements of mixed costs.

7. Perform a breakeven analysis and use cost-volume-profit analysis to determine the revenue required at any desired profit level.

8. Use cost approaches to pricing both rooms and food and beverage items.

9. Forecast activity levels by using both qualitative and quantitative forecasting methods.

10. Prepare an operations budget and analyze variances of actual results from budgeted plans.

11. Manage a hospitality operation’s cash balances, cash flow, and short-term investments in securities, as well as manage an operation’s working capital.

12. Implement basic internal control techniques for various accounting functions such as cash receipts, cash disbursements, accounts receivable, accounts payable, payroll, inventories, fixed assets, and marketable securities.

13. Use various capital budgeting models such as the accounting rate of return model, payback model, net present value model, and the internal rate of return model.

Group Teaching Guidelines: This course has 15 chapter sessions. (Note, however, that the Final Exam covers only the first 13 chapters.) Alternative course designs are quite feasible given

462.7 HOSPITALITY INDUSTRY MANAGERIAL ACCOUNTING (continued)

that each session is a self-contained unit which can easily be broken down into subsections. Because the course emphasizes a practical approach to managerial accounting, much of the class time is taken up with exercises and problems relating to specific operations in the hospitality industry. Solutions to all problems that appear at the end of each chapter of the textbook are found at the back of the Instructor’s Guide for the course.

Evaluation: The student must a comprehensive final examination covering chapters 1–13.

Learning Resource: Hospitality Industry Managerial Accounting, Seventh Edition, by Raymond S. Schmidgall, Ph.D., CPA.

464.8 PLANNING AND CONTROL FOR FOOD AND BEVERAGE OPERATIONS

Prerequisites: None

Course Description: Covers the principles and procedures involved in an effective food and beverage control system, including standards determination, the operating budget, cost-volume-profit analysis, income and cost control, menu pricing, theft prevention, labor cost control, and point-of-sale reports.


1. Identify differences and similarities between commercial and noncommercial food service operations.

2. Distinguish revenue centers from support centers in hospitality organizations.

3. Explain how control procedures help managers assess operational results.

4. Explain how a system of food service control points helps managers carry out critical functions on a daily basis.

5. Describe the importance and function of an operating budget as a planning and control tool.

6. Describe the factors that influence menu planning strategies.

7. Determine standard yields for food products.

8. Calculate standard portion costs and standard dinner costs for food items on the basis of standard recipes and standard portion sizes.

9. Identify factors that food and beverage managers should assess when purchasing food products.

10. Calculate an inventory turnover rate.

11. Distinguish a physical inventory system from a perpetual inventory system.

12. Identify and describe automated technology applications designed for inventory management.

13. Analyze trends to estimate food production requirements.

14. Describe the importance and function of food production planning.

15. Use the FIFO, LIFO, actual cost, and weighted average methods to calculate the value of products in inventory.

16. Explain how managers determine which variances from cost standards should be thoroughly analyzed.

17. Distinguish server banking from cashier banking systems.

464.8 PLANNING AND CONTROL FOR FOOD AND BEVERAGE OPERATIONS (continued) 18. Describe how managers use point-of-sale reports as revenue control tools.

19. Describe some of the ways bartenders, cashiers, food and beverage servers, and guests steal, and identify precautions managers can take to reduce each kind of theft.

20. Explain how orientation programs, training programs, and employee performance evaluations help control labor costs.

21. Distinguish between fixed and variable labor in relation to food and beverage operations.



Learning Resource: Planning and Control for Food and Beverage Operations, Eighth Edition, by Jack D. Ninemeier, Ph.D., CHA.

468.6 MANAGING TECHNOLOGY IN THE HOSPITALITY INDUSTRY Prerequisites: None

Course Description: Provides an overview of the information needs of lodging properties and food service establishments; addresses essential aspects of computer systems, such as hardware, software, and generic applications; focuses on computer-based property management systems for both front office and back office functions; examines features of computerized restaurant management systems; describes hotel sales computer applications, revenue management strategies, and accounting applications; addresses the selection and implementation of computer systems; focuses on managing information systems; and examines the impact of the Internet and private intranets on the hospitality industry.


1. Describe the criteria used to evaluate hospitality technology applications.

2. Identify common technology systems used in hospitality operations.

3. Identify and describe features of the three major components necessary for a complete computer system—input/output devices, a central processing unit, and external storage devices.

4. Describe the various ways in which hospitality businesses use technology to gain and process reservations.

5. Identify and describe the elements of a rooms management module.

6. Identify and describe the elements of a guest accounting module.

7. Identify and explain the function of common PMS interfaces, which include point-of-sale systems, call accounting systems, energy management systems, electronic locking systems, and guest-operated devices.

8. Describe common hardware configurations of POS systems used by food service operations.

9. Identify PCI DSS objectives and requirements.

10. Explain the functions and use of food and beverage management applications, including those concerning recipe and menu management, sales analysis, and pre/postcosting.

11. Identify the elements of an automated sales office.

12. Describe and apply revenue management principles.

13. Explain the use of catering software.

14. Identify and describe the numerous accounting applications that are available to hospitality businesses.

468.6 MANAGING TECHNOLOGY IN THE HOSPITALITY INDUSTRY (continued)

15. Outline the components of information management, with special attention to data processing and database management.

16. Select and implement technology systems in hospitality settings.

17. Identify the various threats to technology systems and the security precautions that should be taken to keep those systems safe.

18. Describe the elements of technology system maintenance.



Learning Resource: Managing Technology in the Hospitality Industry, Sixth Edition, by Michael L. Kasavana, Ph.D., CHTP, NCE5.

472.5 HOSPITALITY SALES AND MARKETING

Prerequisites: None

Course Description: This course is designed to provide students with a solid background in hospitality sales and marketing. The textbook’s main focus is on practical sales techniques for selling to targeted markets.


1. Distinguish marketing from sales and identify trends that affect marketing and sales in the hospitality industry.

2. Identify and describe the key steps of a marketing plan.

3. Summarize the duties and responsibilities of positions typically found in a hotel marketing and sales office.

4. Describe the five steps of a presentation sales call.

5. Explain the basics of effective telephone communication and describe various types of outgoing and incoming telephone calls related to the marketing and sales function.

6. Describe internal marketing and sales.

7. Explain the role of advertising, public relations, and publicity in reaching prospective guests.

8. Summarize how hospitality properties are meeting the needs of business travelers.

9. Explain how hospitality properties are meeting the needs of leisure travelers.

10. Describe travel agencies and the travelers they serve.

11. Summarize how hotels market and sell to meeting planners.

12. Identify considerations for marketing hospitality products and services to international travelers and other special segments such as honeymooners, sports teams, and government travelers.

13. Summarize trends affecting the food and beverage industry, and describe positioning strategies and techniques for restaurants and lounges.

14. Explain how hotels market and sell catered events and meeting rooms.

Group Teaching Guidelines: This course is designed with fourteen chapter sessions that can be combined or broken down to meet a variety of scheduling needs. Many class activities are included in the Instructor’s Guide.


Learning Resource: Hospitality Sales and Marketing, Fifth Edition, by James R. Abbey, Ph.D., CHA.

478.8 CONVENTION MANAGEMENT AND SERVICE

Prerequisites: None

Course Description: Defines the scope and segmentation of the convention and group business market, describes marketing and sales strategies to attract markets with specific needs, and explains techniques to meet those needs as part of meeting and convention service.


1. Describe the scope of the convention, meetings, and trade show industry in terms of types of meetings, who holds meetings, and emerging types of meeting facilities.

2. Explain the steps in developing a marketing plan.

3. Describe considerations in the organizational design of a sales department, and outline how a sales office interfaces with other departments.

4. Identify characteristics of association meetings that are important for selling to the association market.

5. Identify characteristics of corporate meetings that are important for selling to the corporate market.

6. Describe SMERF groups and explain how to approach selling meeting services and products to them.

7. List and describe the steps in making a personal sales call.

8. Summarize the process of planning an advertising strategy and describe how public relations and publicity can help a property reach meeting planners.

9. Describe the elements of a contract or letter of agreement.

10. Describe considerations in determining who should coordinate hotel service to groups, and describe the duties and organizational relationships associated with the position of convention service manager.

11. Summarize factors that hotel staff must take into consideration when assigning guestrooms to meeting attendees.

12. Describe the format and uses of the resume prepared by the convention service manager.

13. Describe typical function room furniture, meeting setups, and time and usage considerations for function rooms.

14. Identify different types of food functions and types of food service, and describe beverage service issues.

478.8 CONVENTION MANAGEMENT AND SERVICE (continued)

15. Summarize factors in the decision about which audiovisual requirements to service in-house and

which to outsource, and describe types of audiovisual equipment and their uses.

16. Describe programs that hospitality properties offer the guests and children of meeting attendees and the role of such programs in a successful meeting.

17. Describe the functions of key trade show personnel and describe the elements of exhibit planning.

18. Describe typical procedures for billing groups and for conducting a postconvention review.



Learning Resource: Convention Management and Service, Eighth Edition, by Milton T. Astroff and James R. Abbey.

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