Lodging Management Program I A

Lodging Management Program I A WVEIS Code 1203

The Lodging Management Program (LMP) is a two-year lodging curriculum developed by the Educational Institute of the American Hotel and Lodging Association with input from thousands of lodging professionals across the nation. The courses integrate academic and hands-on activities to provide an overview of the industry and competencies necessary for success in various areas of the lodging industry. Completers of the Lodging Management Program are eligible for a national certificate from the American Hotel and Lodging Association. Students must pass rigorous tests at the end of each course and complete a 400 hour, off-campus, paid internship.

Standard 1: Organization and Structure (1203.S.1)

Students will describe the organization and structure of lodging property management.

Organization and Structure Objectives Students will: 1203.1.1 Identify types of lodging properties. 1203.1.2 Define and discuss each type of lodging property. 1203.1.3 Group lodging properties based on their purpose, location and guests served. 1203.1.4 Identify the classes of lodging properties. 1203.1.5 Identify the differences in levels of service provided by each class of lodging property. 1203.1.6 Explain lodging property ownership and affiliation differences. 1203.1.7 Create an organization chart for a lodging property. 1203.1.8 Classify functional areas of a lodging property by revenue or support centers. 1203.1.9 Diagram the functional areas of the front-of-the-house and the back-of-the-house at a lodging property. 1203.1.10 Create a chart that lists hotel divisions and departments. 1203.1.11 Explain the functions of each division and department at a lodging property.

Standard 2: Guest Service (1203.S.2)

Students will explore the elements and strategies of guest services.

Guest Service Objectives Students will: 1203.2.1 Identify the elements of good guest service. 1203.2.2 Distinguish between marketing tangible products and intangible products to guests. 1203.2.3 Describe the involvement of customers in service. 1203.2.4 Describe the concerns of maintaining quality control in relation to guest services. 1203.2.5 Distinguish between controlling inventory and controlling guest demand. 1203.2.6 Analyze time distribution channels in service. 1203.2.7 Explain the role of strategic planning in guest service. 1203.2.8 Create a flow chart showing the steps needed in a strategic plan for guest services. 1203.2.9 Define moments of truth in guest services. 1203.2.10 Set guest services standards for a lodging property.

Standard 3: Careers in Lodging Management Program (1203.S.3)

Students will prepare for positions in the hospitality industry.

Careers in Lodging Management Program Objectives Students will: 1203.3.1 Chart entry, skilled and managerial level positions in the lodging industry. 1203.3.2 List the career opportunities available for the lodging and food service industry. 1203.3.3 List and discuss career opportunities available with clubs, airlines, cruise lines and travel agencies. 1203.3.4 Create a career ladder for the lodging industry. 1203.3.5 Complete an application and write a letter of application. 1203.3.6 Write a resume. 1203.3.7 Participate in the interview process through mock interviews. 1203.3.8 Compile a career portfolio.

Standard 4: Front Office Responsibilities (1203.S.4)

Students will identify tasks and demonstrate procedures performed by front office employees.

Front Office Responsibilities Objectives Students will: 1203.4.1 Outline the stages in the guest cycle. 1203.4.2 Categorize the events that occur during the guest’s pre-approval, arrival, occupancy and departure stages. 1203.4.3 Examine the importance of protecting a guest’s right to privacy. 1203.4.4 Use a logbook to record front office activities. 1203.4.5 Explain the importance of good communication skills in front office positions. 1203.4.6 Create an information directory. 1203.4.7 Create a split folio and master folio. 1203.4.8 List types of equipment and supplies loaned to guests and identify property policies for those items. 1203.4.9 Demonstrate proper handling of guest mail and packages. 1203.4.10 Identify special needs guests and explain roles and responsibilities of the staff. 1203.4.11 Categorize the types of guest complaints and create a priority list. 1203.4.12 Identify and create policies on how to handle guest complaints. 1203.4.13 Develop a follow-up checklist for guest complaints. 1203.4.14 Evaluate the role of the front office employees in security. 1203.4.15 Define and explain types of keys used and key control measures taken to protect guests. 1203.4.16 Outline locking systems and their role in protecting guests. 1203.4.17 Create a plan for front desk surveillance, access control, protecting hotel funds and limiting liability of safe deposit boxes. 1203.4.18 Describe lost and found procedures and timelines. 1203.4.19 Develop emergency response procedures and assign staff responsibilities.

Standard 5: Telecommunications (1203.S.5)

Students will analyze the role of telecommunications in the front office.

Telecommunications Objectives Students will: 1203.5.1 Explain direct-dial calling, operated assisted calls and premium price calls of the guest. 1203.5.2 Outline the functions of a PBX system. 1203.5.3 Demonstrate how a HOBIC works. 1203.5.4 Define a call accounting system. 1203.5.5 List types of phones and map their locations at a lodging property. 1203.5.6 Take and deliver faxes and messages to the guest. 1203.5.7 Demonstrate wake up call procedures and voice mail instructions. 1203.5.8 Demonstrate email and TDD technology offered to the guest. Standard 6: Guest Reservation (1203.S.6)

Students will learn the functions required for making a guest reservation.

Guest Reservation Objectives Students will: 1203.6.1 Define various types of reservations. 1203.6.2 List the factors of a binding agreement between the lodging property and a potential guest. 1203.6.3 Describe a global distribution system. 1203.6.4 Define an intersell agency. 1203.6.5 List the ways properties directly receive reservations. 1203.6.6 Make a reservation through the internet. 1203.6.7 Contrast affiliate and non-affiliate reservations office. 1203.6.8 Outline the functions of a central reservation networks. 1203.6.9 Access and perform tasks necessary for operating a reservation computer system. 1203.6.10 Identify information needed for forecasting occupancy rates. 1203.6.11 Calculate percentages of no-shows, walk-ins, overstays and understays. 1203.6.12 Create a three-day and ten-day forecast.

Standard 7: Guest Registration Cycle (1203.S.7)

Students will describe the processes involved in the guest registration cycle.

Guest Registration Cycle Objectives Students will: 1203.7.1 Identify the functions and purposes of pre-registration. 1203.7.2 Demonstrate the use of guest registration cards. 1203.7.3 Describe and chart the flow of registration information throughout the lodging property. 1203.7.4 Determine when a room is available for sale and how to communicate room status reports. 1203.7.5 List and interpret rate schedules and special room rates. 1203.7.6 Demonstrate upselling techniques. 1203.7.7 Describe procedures used when turning guests away and referring guest to another property. 1203.7.8 Outline complete registration procedures. 1203.7.9 Discuss various forms of payment accepted. 1203.7.10 Explain property policies on issuing room keys. 1203.7.11 Instruct guest about promotional or special incentive programs available to them. 1203.7.12 Identify features of the guest accounting module of the computer system. 1203.7.13 Create individual, master, non-guest, employee, control, semi-permanent and permanent folios. 1203.7.14 Discuss various types of entries that can be made to guest accounts.