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Year 1 Hospitality and Tourism Management Program Year 1 Hospitality and Tourism Management Program Sales Sample Disclaimer This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. —From the Declaration of Principles jointly adopted by the American Bar Association and a Committee of Publishers and Associations Nothing contained in this publication shall constitute a standard, an endorsement, or a recommendation of the American Hotel & Lodging Educational Institute (AHLEI) or American Hotel & Lodging Association (AH&LA). AHLEI and AH&LA disclaim any liability with respect to the use of any information, procedure, or product, or reliance thereon by any member of the hospitality industry. © 2012 By The AMERICAN HOTEL & LODGING EDUCATIONAL INSTITUTE 800 N. Magnolia Ave, Suite 300 Orlando, FL 32803 The American Hotel & Lodging Educational Institute is a nonprofit educational foundation. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means—electronic, mechanical, photocopying, recording, or otherwise—without prior permission of the publisher. Printed in the United States of America 1 2 3 4 5 6 7 8 9 10 17 16 15 14 13 12 Acknowledgements Subject Matter Experts Subject Matter Experts EI Educational Focus Group Hospitality and Tourism Industry Darron Kirkley Britt Mathwich, CHA Hospitality and Tourism Management Teacher President North Central High School The Lodge Resort and Spa Cloudcroft, NM Kershaw, SC Frankie F. Miller, Ph.D. Douglas OFlaherty Hospitality, Culinary, Tourism Educational Consultant Director of Operations Retired Dean, Culinary Institute of Charleston, SC South Carolina Hospitality Association Columbia, SC Isaac W. Lewis, CHA General Manager Jillian Ely Comfort Suites® Hospitality and Tourism Consultant Little Rock, AR Jill A. Staples, MS CHA, CHE, CHS, Lisa Perras President Business and Hospitality Instructor North Star Hospitality, LLC Mountain View Academy White Mountains Regional High School Jordan Langlois, CHA Whitefield, NH Vice-President, Brand Management Vantage Hospitality Group, Inc. Patricia LeCompte Marketing/Hotel, Resort, & Tourism Management Marjorie O’Connor Instructor General Manager Certification, Monroe Career & Technical Institute Best Western International Barronsville, PA General Manager BEST WESTERN PLUS Chelmsford Inn and Technical Assistance Massachusetts Dept of Education, Hospitality Management (9-14) License ® Courtyard by Marriott – Orlando Downtown Hotel/Lodging Instructor Cheryl Seckman, General Manager Greater Lowell Technical High School Jorge Vargas, Operations Manager Linda Korbel, CHA Janett González, Housekeeping Supervisor Owner and Lead Designer/Facilitator Carlos Lopez, Front Desk Representative Korbel Consulting Courtney Cruz, Front Desk Representative Nick Trahair, CLM Debra Rangoo, Guestroom Attendant General Manager Maria Walker, Chef AmericInn Traverse City, MI Robert Spitler, Facilities Maintenance Rocio Lopez, The Bistro Rosemary Albert, The Bistro Zenaida Panora, Public Space Cleaner EI Technical Team Dawn Nason, Writer Kathleen McDermott, Editor Liz Watkins, Graphic Design Year 1 - Table of Contents Year 1 - Table of Contents .................................................................................................................3 Chapter 1 - Textbook Sample ...........................................................................................................11 Chapter 1 - Workbook Sample .........................................................................................................33 Chapter 1 - Teacher Wraparound Sample ..........................................................................................53 Competency and Common Core Standards ........................................................................................75 1 SALES SAMPLE © Copyright 2012 — American Hotel & Lodging Educational Institute Year 1 - Table of Contents (Hardbound, 16 Chapters) 3 SALES SAMPLE © Copyright 2012 — American Hotel & Lodging Educational Institute Table of Contents UNIT 1 Introduction to Hospitality and Tourism Program .....................................................2 Chapter 1 Hospitality and Tourism ....................................................................................................................4 Section 1.1 Introduction .............................................................................................................................................................6 Section 1.2 History of Hospitality and Tourism .............................................................................................................................8 Section 1.3 Global View of Hospitality and Tourism ....................................................................................................................10 Section 1.4 Scope of the Industry .............................................................................................................................................11 Section 1.5 The R.A.V.E. Principle: Respect and Value Everyone ...............................................................................................12 Section 1.6 Guest Service on a Global Scale .............................................................................................................................13 Section 1.7 Types and Organization of Accommodations ...........................................................................................................16 Chapter 2 Careers in Hospitality ......................................................................................................................20 Section 2.1 Introduction ...........................................................................................................................................................22 Section 2.2 The People of Hospitality and Tourism ....................................................................................................................23 Section 2.3 Exploring Careers in Hospitality and Tourism ...........................................................................................................24 Section 2.4 Types of Hospitality and Tourism Careers ................................................................................................................25 Section 2.5 The Hospitality and Tourism Professional ................................................................................................................28 Section 2.6 You As a Guest Service Professional ......................................................................................................................29 Section 2.7 Career Goals: The Job Hunt, Résumé, and Portfolio ...............................................................................................32 Section 2.8 The Interview Process ............................................................................................................................................36 Section 2.9 Ethics: Doing the Right Thing ................................................................................................................................38 Section 2.10 Self-Esteem: Respect and Value Yourself ...............................................................................................................39 vi4 Hospitality and Tourism Management Program SALES SAMPLE © Copyright 2012 — American Hotel & Lodging Educational Institute UNIT 2 Hospitality Soft Skills .........................................................................................42 Chapter 3 Guest Cycle ...................................................................................................................................44 Section 3.1 Introduction ...........................................................................................................................................................46 Section 3.2 Stages of the Guest Cycle .......................................................................................................................................47 Section 3.3 Guests: Who Are They? ..........................................................................................................................................50 Section 3.4 Global Traveling Public ...........................................................................................................................................52 Chapter 4 Guest Experience Cycle ..................................................................................................................56 Section 4.1 Introduction ...........................................................................................................................................................58 Section 4.2 Follow the Experience: Stages of the Guest Experience ...........................................................................................59 Section 4.3 Operations and the Guest Experience .....................................................................................................................60 Section 4.4 Guest Service GOLD ...............................................................................................................................................62
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