Spreadsheet: 17b8c494-4717-4566-9a2e-ce037cb84189
Sheet: Sheet1

Hospitality and Tourism | Unnamed: 1 | Unnamed: 2 | Unnamed: 3 | Unnamed: 4 | Unnamed: 5 | Unnamed: 6 | Unnamed: 7 | Unnamed: 8
Foundation
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC01.01 | Academic Foundations | Academic Courses | Study and use basic academic skills to perform effectively in the workplace. | Apply mathematical, reading and writing skills necessary to perform job tasks in the hospitality and tourism industry. | Read and comprehend work related materials.
 |  |  |  |  | Read and follow instructions to perform a task.
 |  |  |  |  | Perform basic mathematical functions including use of decimals, fractions, percentages, formulas and methods of measurement.
 |  |  |  |  | Perform basic accounting procedures.
 |  |  |  |  | Perform written tasks including filling out forms and writing reports.
HTC01.02 | Academic Foundations | #1: Introduction to Hospitality and Tourism                              Academic Courses | Study the elements of marketing techniques used in various types of hospitality and tourism establishments to gain familiarity with all venues. | Achieve a familiarity with marketing techniques used in the hospitality and tourism industry to sell a product or service. | Identify the elements of marketing.
 |  |  |  |  | Compare/contrast different marketing packets.
 |  |  |  |  | Develop strategies for making a sale.
HTC01.03 | Academic Foundations | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Study and synthesize information from cultural diversity and geographical studies to appreciate their importance in developing products and services. | Identify the components of cultural diversity to understand their impact on the different areas of the hospitality and tourism industry. | Define culture and cultural diversity.
 |  |  |  |  | Categorize components of culture including religious customs, dietary habits and traditions.
 |  |  |  |  | Give examples of how culture is relevant to the hospitality and tourism industry.
 |  |  |  |  | Design a method of increasing multicultural awareness.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Identify the elements of geography that affect the hospitality and tourism industry to aid in customer service. | Articulate the relevance of geography to hospitality and tourism including natural resources, climate, landforms and time zones.
 |  |  |  |  | Identify the major countries important to the industry for importing goods.
 |  |  |  |  | Apply the concepts of weather and climate to hospitality situations.
HTC01.04 | Academic Foundations | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Study and synthesize the effects of the economy on the hospitality and tourism industry to apply appropriate strategies in developing products or services. | Summarize how to use the “state of the economy” to plan products and service. | Define currency and the exchange rate.
 |  |  |  |  | Define economics as it applies to the hospitality and tourism industry.
 |  |  |  |  | Generalize the effects that supply and demand have on the hospitality and tourism industry.
 |  |  |  |  | Explain the importance of the hospitality and tourism industry to the U.S. economy.
 |  |  |  |  | Explain effects of changes in taxation on hospitality and tourism industry.
HTC01.05 | Academic Foundations | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Study the elements of management styles used in various types of hospitality and tourism establishments to gain familiarity with all venues. | Examine management styles of different organizational structures to learn best practices for each style. | Define industry management terms including yield, yield management, no-show, discount inventory control, overbooking and spoilage.
 |  |  |  |  | Compare/contrast management of different organizational structures including independently owned, chain affiliated and corporations in the industry.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC02.01 | Communications | Academic Courses | Use good oral and written communication skills to create, express and interpret information. | Apply active listening skills in obtaining and clarifying information. | Determine familiarity of discussion.
 |  |  |  |  | Differentiate between hearing and listening.
 |  |  |  |  | Evaluate different styles of listening.
 |  |  |  |  | Identify the effects of physical, social, and psychological factors on ability to listen.
 |  |  |  |  | Demonstrate the role of good listening skills in job success.
 |  |  |  |  | Explain the message given.
 |  |  |  | Respond with restatement and clarification techniques to clarify information. | Ask questions to seek or confirm understanding.
 |  |  |  |  | Paraphrase or repeat information.
 |  |  |  |  | Record or summarize information in written notes.
 |  |  |  |  | Follow directions and/or respond in a positive way with clear, concise comments.
HTC02.02 | Communications | Academic Courses | Interpret verbal and nonverbal behaviors to enhance communication with co-workers and customers/guests. | Interpret verbal behaviors to enhance communication with co-workers and customers/guests. | Speak and understand English or required language.
 |  |  |  |  | Present comfortable tone in speaking with people.
 |  |  |  |  | Identify verbal cues.
 |  |  |  |  | Communicate clearly and concisely to co-workers and others.
 |  |  |  |  | Explain messages conveyed by verbal behaviors.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Interpret nonverbal behaviors to enhance communication. | Identify nonverbal cues.
 |  |  |  |  | Observe eye contact, facial expressions, posture, gestures, and other body language.
 |  |  |  |  | Explain message conveyed by nonverbal behaviors.
HTC02.03 | Communications | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Design all communications to exhibit professionalism in attitude, initiative, respect to others, and commitment. | Apply proper etiquette in all customer contacts. | Use correct phone etiquette.
 |  |  |  |  | Defuse dissatisfaction scenarios professionally.
 |  |  |  |  | Provide constructive feedback and reinforcement.
 |  |  |  |  | Devise strategies for maximizing customer satisfaction.
 |  |  |  | Utilize tactful phraseology and communication to dispel misunderstandings or difficult situations. | Make a request of a guest/customer without confrontation.
 |  |  |  |  | Give directions to a frenzied, stressed, upset guest/customer without insult or conflict.
HTC02.04 | Communications | Academic Courses | Comprehend and use reading strategies to learn meaning, technical concepts, vocabulary, and follow directions. | Use purpose as a context to select reading strategies and read text. | Identify purpose of text.
 |  |  |  |  | Identify complexity of text.
 |  |  |  |  | Use at least one reading strategy (skimming, reading for detail, reading for meaning and critical analysis) for selected reading, and describe why you selected that strategy.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Analyze information read to learn meaning, technical concepts, vocabulary, and follow directions. | Determine relevance, accuracy and appropriateness to purpose.
 |  |  |  |  | Integrate information with prior knowledge.
 |  |  |  |  | Identify complexities and discrepancies in information.
 |  |  |  |  | Analyze information presented in a variety of formats such as tables, lists, and figures.
 |  |  |  | Interpret, transcribe and communicate information, data, and observations to apply information learned from reading to actual practice. | Explain meaning of new terms, vocabulary and concepts.
 |  |  |  |  | Interpret technical materials used.
 |  |  |  |  | Write specific steps for applying information learned to task or new situation.
 |  |  |  |  | Write set of directions for others sharing information learned and applying that to task or new situation.
HTC02.05 | Communications | Academic Courses | Locate, organize and reference written information from various sources to communicate with co-workers and clients/participants. | Locate written information to communicate with co-workers and clients/participants. | Identify topic.
 |  |  |  |  | Conduct search of information using card catalog, keywords, and/or search engines.
 |  |  |  |  | Locate variety of resources such as books, journals, and magazines.
 |  |  |  |  | Locate information from electronic forms including the Internet.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Organize information to use in written and oral communications. | Read and take notes from selected resources.
 |  |  |  |  | Prepare outline that emphasizes major points with supporting data.
 |  |  |  |  | Present information in organized, easy-to-follow manner.
 |  |  |  | Document the source and proper reference to use in written information. | Prepare a bibliography.
 |  |  |  |  | Footnote excerpts and quotations.
 |  |  |  |  | Follow rules and regulations relating to plagiarism and copyright.
HTC02.06 | Communications | Academic Courses | Use correct grammar, punctuation and terminology to write and edit documents. | Compose multi-paragraph writing clearly, succinctly, and accurately to reflect professionalism in written documents. | Organize and arrange information for effective coherence.
 |  |  |  |  | Report relevant information in order of occurrence.
 |  |  |  |  | Interpret information, data, and observations correctly.
 |  |  |  |  | Present main ideas and supporting facts.
 |  |  |  | Use description of audience and purpose to prepare written documents including forms, reports, and data sheets. | Use technical terms and concepts.
 |  |  |  |  | Incorporate and use references effectively and accurately.
 |  |  |  |  | Report objective and/or subjective information.
 |  |  |  | Use correct grammar, spelling, punctuation and capitalization to prepare written documents. | Use correct grammar and sentence structure.
 |  |  |  |  | Use correct spelling.
 |  |  |  |  | Use correct punctuation and capitalization.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Use computer skills to design and develop written materials and supporting visual aids. | Use word processing software to develop text, charts, graphs or figures correctly.
 |  |  |  |  | Use presentation software to prepare visual support materials.
 |  |  |  |  | Format written documents with correct font and layout for easy reading.
HTC02.07 | Communications | #2: Information Technology Applications                       Academic Courses | Use appropriate resources and techniques to develop and deliver formal and informal presentations. | Use description of audience and purpose to prepare oral presentation. | Know subject matter.
 |  |  |  |  | Identify characteristics of the audience and adjust to their ability to understand.
 |  |  |  |  | Use technical terms and concepts correctly.
 |  |  |  |  | Use proper organization and structure to achieve coherence of major points.
 |  |  |  | Identify and prepare media and visual aids to complement an oral presentation. | Identify media and visual aids appropriate to understanding of topic.
 |  |  |  |  | Prepare visual aids and support materials for easy viewing and without error.
 |  |  |  |  | Operate any equipment used with support materials smoothly and efficiently.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Deliver presentation to sustain listener’s attention and interest. | Deliver presentation without grammatical error.
 |  |  |  |  | Speak clearly with appropriate volume, rate and gestures.
 |  |  |  |  | Use support materials in the presentation that enhance the understanding of the topic and the interest level of the audience.
 |  |  |  |  | Evaluate listeners’ interest and receptiveness.
 |  |  |  |  | Use verbal and nonverbal feedback strategies to engage discussion and adjust message and delivery.
 |  |  |  |  | Respond to questions and comments on presentation.
 |  |  |  |  | Explain message conveyed by nonverbal behaviors.
HTC02.08 | Communications | #2: Information Technology Applications                       Academic Courses | Interpret and use tables, charts and figures to support written and oral communication. | Develop tables, charts and figures to support written and oral communication. | Compile facts and arrange in organized manner for a table, chart or figure.
 |  |  |  |  | Document sources of data.
 |  |  |  |  | Determine most appropriate way to display data for effective coherence.
 |  |  |  |  | Prepare table, chart, graph or figure for inclusion in publication or presentation.
 |  |  |  | Interpret tables, charts and figures used to support written and oral communication. | Evaluate reference or source of data for authenticity and reliability.
 |  |  |  |  | Explain information presented in tables, charts and figures.
 |  |  |  |  | Prepare written summary of findings expressed in tables, charts and figures.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC03.01 | Problem Solving and Critical Thinking | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Use the principles of budgeting and forecasting to maximize profit and growth in various sectors of hospitality and tourism. | Apply forecasting skills to determine cost and profit. | Identify information needed to forecast bookings/reservations.
 |  |  |  |  | Calculate a no-show percentage.
 |  |  |  |  | Calculate a ten-day forecast.
 |  |  |  | Apply budgeting skills to determine staffing levels. | Determine labor hours for each level of booking/reservations.
 |  |  |  |  | Determine number of employees to schedule at each level of booking/reservations.
 |  |  |  |  | Set staffing schedules to balance labor costs and level of booking/reservations.
HTC03.02 | Problem Solving and Critical Thinking | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Examine all comments and suggestions from the customer service area to formulate improvements in services/products and training of staff. | Use customer comments to guide customer satisfaction policies. | Assess the importance of customer satisfaction.
 |  |  |  |  | Devise strategies for maximizing customer satisfaction.
 |  |  |  |  | Role-play customer dissatisfaction scenarios.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC03.03 | Problem Solving and Critical Thinking | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Study potential, real and perceived emergency situations to recognize and implement appropriate safety and security measures. | Identify methods to cope with emergency situations. | Observe guests/customers and surroundings to identify dangerous situations.
 |  |  |  |  | Create a reactive solution to exposure to a terrorist situation.
 |  |  |  |  | Develop and role play mock emergency situations demonstrating caution and good judgment.
HTC03.04 | Problem Solving and Critical Thinking | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Identify and use common tasks that require employees to problem-solve on the job. | Use critical thinking skills to solve problems. | Manage time effectively.
 |  |  |  |  | Prioritize tasks.
 |  |  |  |  | Demonstrate flexibility.
 |  |  |  |  | Handle ambiguous situations.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC04.01 | Information Technology Applications | #2: Information Technology Applications | Identify and use information technology tools specific to  hospitality and tourism to access, manage, and integrate information. | Use computer-based technology to access information. | Access a website using the internet.
 |  |  |  |  | Use email to send and receive messages.
 |  |  |  |  | Collect data from the environment, people, or instruments.
 |  |  |  |  | Use website to promote product/services to potential guests/clients.
 |  |  |  | Use database and spreadsheet technology to manage information. | Locate information on a spreadsheet.
 |  |  |  |  | Classify information using a classification scheme.
 |  |  |  |  | Sort information using an organization system.
 |  |  |  | Use computer-based technology to integrate information. | Use a database to summarize, compare/contrast information.
 |  |  |  |  | Represent existing client, product, service or topic information in a different form.
 |  |  |  |  | Interpret client or product information to determine appropriate action.
 |  |  |  | Use information technology to evaluate information. | Use electronic sources to determine quality, relevance or usefulness of a product.
 |  |  |  |  | Use electronic sources to generate and access client/customer information for evaluation.
HTC04.02 | Information Technology Applications | #2: Information Technology Applications | Apply computer skills to expedite workflow and enhance customer service. | Manage computer operations. | Use basic industry software programs.
 |  |  |  |  | Employ desktop operating skills.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC05.01 | Systems | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Understand roles within teams, work units, departments, organizations, interorganizational systems and the larger environment to identify the effect of systems on the quality of the product or service. | Research appropriate sources to trace the development of the hospitality and tourism industry and learn the overall structure. | Identify early stages of the hospitality and tourism industry.
 |  |  |  |  | Outline the growth of the hospitality industry.
 |  |  |  |  | Discuss current trends in society and how they affect hospitality and tourism.
 |  |  |  |  | Draw conclusions on the impact of the future economic, technological and social changes in the hospitality and tourism industry.
 |  |  |  | Use organizational charts to analyze the workplace operations. | Learn the functions of the department or unit within the larger organization.
 |  |  |  |  | Integrate the functions of other departments or units to serve the guest/customer.
HTC05.02 | Systems | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Manage and improve organizational systems to better serve customers. | Develop and manage plans and budgets to accomplish organizational goals and objectives. | Develop work plans and budgets that utilize people and resources effectively.
 |  |  |  |  | Develop reports on performance and resource utilization.
 |  |  |  |  | Modify plans and budgets to meet goals and objectives.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Develop plans to improve organizational performance including customer satisfaction and service/operations performance. | Identify and describe most critical performance problems.
 |  |  |  |  | Identify opportunities for improvement of the system.
 |  |  |  |  | Use structured problem-solving process to develop systematic improvements.
HTC05.03 | Systems | #1: Introduction to Hospitality and Tourism | Achieve a familiarity with other industries that have relevant services or products and understand how they impact a seamless product/service to the guest/customer. | Describe feasible collaboration with various other industries to provide an inclusive product to the customer. | Cite an example a seamless service system using cooperative efforts with related industries.
 |  |  |  |  | Identify and integrate the different vendors, suppliers, and properties to create the guest/customer experience.
 |  |  |  | Identify the core competencies of the various hospitality and tourism related organizations or businesses to best utilize available resources. | Name an organization whose strength is in its manpower.
 |  |  |  |  | Name an organization whose strength is financial.
 |  |  |  |  | Name a business whose key competence is knowledge or connections.
 |  |  |  |  | Develop an example of a collaborative product or service in the hospitality and tourism industry.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC06.01 | Safety, Health, and Environmental | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Review all safety and sanitation procedures applicable to the work area to ensure a safe and healthy work environment for all individuals. | Examine overall safety procedures to maintain a safe work area. | Identify electrical and mechanical hazards.
 |  |  |  |  | Classify different types of fires and how to contain them.
 |  |  |  |  | Identify proper fire evacuation procedures.
 |  |  |  |  | Explain the safe use of ladders.
 |  |  |  |  | Outline proper response to emergency situations.
 |  |  |  |  | Outline basic first aid and CPR procedures.
 |  |  |  | Examine sanitation procedures to ensure facility is in compliance with health codes. | Outline compliance requirements of sanitation and health inspections.
 |  |  |  |  | Show exemplary appearance and hygiene.
 |  |  |  |  | Use appropriate safety equipment and clothing.
 |  |  |  | Practice personal safety while at the work site and on work-related assignments to avoid injuries or accidents. | [NAME] proper lifting and carrying procedures.
 |  |  |  |  | Demonstrate handling safety with mechanical, environmental, microwave radiation, vehicle, optical laser, radar, high frequency radio, and fiber optics.
 |  |  |  |  | Demonstrate safe work habits and procedure related to application of electricity and static discharge.
 |  |  |  |  | Demonstrate the appropriate use of safety equipment and procedures, such as lockout/tagout, as required for work activity.
 |  |  |  |  | Demonstrate safe use of equipment commonly used within the hospitality and tourism area.
 |  |  |  |  | Adjust working routines to take advantage of ergonomic designs in the workplace.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC06.02 | Safety, Health, and Environmental | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Analyze life choices related to nutrition, stress, and exercise to measure their affect on performance in the career pathways within hospitality and tourism. | Examine the pursuit of personal lifestyle choices to prepare for careers in the hospitality and tourism industry. | List the effects of exercise on job performance.
 |  |  |  |  | Discuss the effects of nutrition and dietary habits on job performance.
 |  |  |  |  | Interpret the effect of stress, fatigue and anxiety on job performance.
HTC06.03 | Safety, Health, and Environmental | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Analyze work-related chemicals and hazardous materials to prevent health-related problems that may result from exposure to these elements. | Follow industry standards to comply with safety polices and procedures. | [NAME] and Hazardous Material practices and MSDS procedures for handling and disposing of chemicals.
 |  |  |  |  | Illustrate compliance with OSHA safety regulations and practices.
HTC06.04 | Safety, Health, and Environmental | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Study potential, real and perceived hazards to recognize and implement appropriate safety and security measures. | Outline safety and security issues for individuals and groups in multiple environments to minimize risks. | Create a solution to guests/customer exposure to a health hazard.
 |  |  |  |  | Suggest ways to manage guests/customers facing a threat.
 |  |  |  |  | Create ways to prevent common safety hazards.
 |  |  |  |  | Develop and role play mock emergency situations.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Outline resources to utilize in various emergency situations for self, co-workers, and customers/guests. | [NAME] steps to use in medical emergencies.
 |  |  |  |  | List resources for assistance with environmental issues.
 |  |  |  |  | Name the resources for assistance in crimes or accidents.
 |  |  |  |  | [NAME] how to access help in a terrorist situation.
HTC06.05 | Safety, Health, and Environmental | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Research ways to use security measures to protect guests/customers, staff and limit liability. | Develop various security measures to increase safety. | Outline how locking systems protect guests/customers.
 |  |  |  |  | Create a security system using surveillance cameras.
 |  |  |  |  | Design a security system using security personnel.
 |  |  |  |  | [NAME] ways to use lighting to increase security.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC07.01 | Leadership and Teamwork | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Employ leadership and teamwork skills to facilitate workflow. | Develop group-working relationships to improve the work environment. | Encourage positive working relationships.
 |  |  |  |  | Participate as a team member.
 |  |  |  |  | Adhere to company policies.
 |  |  |  |  | Motivate self.
 |  |  |  | Observe outstanding leaders to identify effective management styles. | Name several styles of leadership.
 |  |  |  |  | Identify organization skills of a good leader.
 |  |  |  |  | Describe decision-making skills.
 |  |  |  |  | Explain how a leader delegates work.
 |  |  |  |  | Describe techniques a good leader uses to develop a high performing team.
HTC07.02 | Leadership and Teamwork | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Lead others in tasks and activities to benefit the organization as a whole. | Use leadership skills to create motivation for change. | Compliment and encourage others.
 |  |  |  |  | Clarify expectations for change.
 |  |  |  |  | Indicate the benefits of change.
 |  |  |  |  | Exhibit flexibility.
 |  |  |  | Model leadership and teamwork qualities to aid in employee morale. | [NAME] ways to minimize staff turnover.
 |  |  |  |  | Create a pleasant working atmosphere.
 |  |  |  |  | Coach and mentor new employees.
 |  |  |  |  | Involve all individuals in creative problem-solving.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC07.03 | Leadership and Teamwork | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Establish and maintain effective working relationships with all levels of personnel and other departments to provide effective services to the guest/customer. | Use interpersonal skills to build effective working relationships. | Work effectively within the department or unit.
 |  |  |  |  | Co-operate with workers from other departments or units.
 |  |  |  |  | Practice sensitivity to cultural, religious, disability and gender issues in dealing with others.
HTC07.04 | Leadership and Teamwork | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Resolve conflicts to satisfy staff, guests/customers and others. | Use conflict-management skills to facilitate solutions. | Identify sources of conflict.
 |  |  |  |  | Include stakeholders in a problem-solving session.
 |  |  |  |  | Agree on and implement steps to resolve conflict.
 |  |  |  |  | Follow up on results of implementation.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC08.01 | Ethics and Legal Responsibilities | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Examine and review ethical and legal responsibilities as they relate to guests/customers and employee conduct within the establishment to maintain high industry standards. | Develop an awareness of applicable legal policies to comply with laws regarding hiring, harassment and safety issues. | Define legal and ethical responsibilities for safety procedures.
 |  |  |  |  | Outline how harassment and stereotyping can create an unhealthy work environment.
 |  |  |  |  | Demonstrate understanding of legal interviewing processes.
 |  |  |  |  | Interpret workers' compensation requirements and forms.
 |  |  |  |  | Maintain and understand standard of confidentiality.
 |  |  |  | Interpret ethical and legal guidelines relating to job performance to solve legal and ethical issues. | Identify ethical and legal situations which occur in the workplace.
 |  |  |  |  | Develop responses to situations based on legal responsibilities and employer policies.
 |  |  |  |  | Develop responses to situations based on ethical considerations.
HTC08.02 | Ethics and Legal Responsibilities | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Show regard for ethics, values, and principles to deal fairly with others. | Respect others at all times to express personal ethical values. | Be respectful and sensitive to others' beliefs.
 |  |  |  |  | Demonstrate good life values.
 |  |  |  |  | Demonstrate fairness to others of different cultures, religions, gender, or age.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Integrate ethical treatment in the workplace to establish codes of conduct. | Perform ethically by all local, state, and national standards.
 |  |  |  |  | Apply ethical principles to decision-making related to customers/guests and fellow workers.
 |  |  |  |  | Apply ethical standards to the delivery of quality performance, products and work.
HTC08.03 | Ethics and Legal Responsibilities | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Examine professional and workplace ethics and legal responsibilities to provide guidelines for conduct. | Demonstrate awareness of responsibilities for different positions within the organization. | Explain legal responsibilities of employees to comply with government laws and regulations including responsible liability.
 |  |  |  |  | Explain the major laws and regulations that define responsibilities for commercial, consumer, health, safety, environmental, and employment laws and regulations.
HTC08.04 | Ethics and Legal Responsibilities | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Identify what ethical issues and concerns affect a career field to aid in making career choices. | Observe ethical behavior in the workplace to appreciate the integral role it plays in all businesses. | Describe situations where ethical concerns can change the workplace.
 |  |  |  |  | Identify problems that may arise if the workforce does not conduct itself ethically.
 |  |  |  |  | Identify regulations that must be followed on a continuous basis in a given career area.
 |  |  |  |  | List ethical liability issues that are specific to hospitality and tourism.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC09.01 | Employability and Career Development | #1: Introduction to Hospitality and Tourism | Research and review career options and qualifications to explore careers in the hospitality and tourism industry. | Examine the numerous career paths within hospitality and tourism to discover personal preferences. | Explore restaurants, food and beverage services.
 |  |  |  |  | Explore the lodging industry.
 |  |  |  |  | Explore travel and tourism.
 |  |  |  |  | Explore recreation, amusements, and attractions.
 |  |  |  |  | Identify the preferred career opportunities.
 |  |  |  | Study entry-level, skilled level and supervisory positions to gain an awareness of qualifications and skills needed for different levels of employment. | [NAME] entry-level job qualifications in the industry.
 |  |  |  |  | [NAME] skilled level job qualification in the industry.
 |  |  |  |  | [NAME] supervisory level job qualification in the industry.
 |  |  |  |  | Match interests, abilities and preferences to career preferences.
HTC09.02 | Employability and Career Development | #1: Introduction to Hospitality and Tourism | Review independently owned and chain-affiliated facilities in hospitality and tourism to compare and illustrate the advantages and disadvantages of working in each venue. | Examine an independently owned facility to distinguish it from other types. | List advantages and disadvantages of working for an independently owned facility.
 |  |  |  |  | List the advantages and disadvantages of working for a chain-affiliated facility.
 |  |  |  |  | Conclude which type provides the best working environment to suit personal characteristics and values of the employee.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC09.03 | Employability and Career Development | #1: Introduction to Hospitality and Tourism | Learn steps necessary to seek, apply for, attain and retain employment. | Seek, and apply for employment to begin career objectives. | Outline a plan for effective job search.
 |  |  |  |  | Write a resume that lists skills and competencies.
 |  |  |  |  | Complete job application forms.
 |  |  |  |  | List steps for an effective job interview.
 |  |  |  |  | Explain follow-up steps for a job interview.
 |  |  |  | Summarize steps necessary to retain a job in the industry. | Develop a list of workplace rules and regulations.
 |  |  |  |  | Identify and give examples of positive work attitudes.
 |  |  |  |  | Make a list of characteristics of a successful employee.
 |  |  |  |  | Identify hierarchy within the organization.
 |  |  |  | Identify positive work behaviors and personal qualities to retain employment. | Demonstrate regular attendance.
 |  |  |  |  | Follow company dress and appearance standards.
 |  |  |  |  | Take responsibility for decisions and actions.
 |  |  |  |  | Demonstrate effort and initiative.
 |  |  |  |  | Demonstrate the willingness to learn.
 |  |  |  |  | Follow directions.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC09.04 | Employability and Career Development | #1: Introduction to Hospitality and Tourism | Understand advancement procedures and the promotional work ladder within the industry to plan career objectives. | Determine the chain of command for a particular industry to evaluate personal skills and potential. | Comprehend the career ladder for each industry.
 |  |  |  |  | Identify the head of each department and their responsibilities.
 |  |  |  | Explain what projects need to be accomplished or skills are required to achieve a promotion. | Gather information on the skills of higher-level positions.
 |  |  |  |  | Identify the process of applying for promotional positions and the person(s) to contact.
 |  |  |  |  | Write a career pathway plan.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTC10.01 | Technical Skills | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Examine the customer service skills required to be successful in the hospitality and tourism industry. | Apply customer service skills to ensure guest satisfaction. | Define customer service.
 |  |  |  |  | Evaluate customer service scenarios.
 |  |  |  |  | Determine appropriate customer service solutions.
 |  |  |  |  | Describe how customer service affects a company’s “bottom line.”
HTC10.02 | Technical Skills | #3: Hospitality/Restaurants and Food/Beverage Services                 #3: Foundations of Travel and Tourism                                             #3: Service Marketing                     #3: Hospitality/Lodging Services | Utilize different types of payment options to facilitate customer payments for services. | Handle different types of payments to accommodate the guest/customer. | Accept cash payments.
 |  |  |  |  | Make a credit card transaction.
 |  |  |  |  | Settle a direct bill account.
 |  |  |  |  | Combine payment methods to serve guests/customers.