Spreadsheet: 1852152d-4b51-4950-89bd-ef380fab4ccc
Sheet: Sheet1

Hospitality and Tourism | Unnamed: 1 | Unnamed: 2 | Unnamed: 3 | Unnamed: 4 | Unnamed: 5
Pathway: Lodging
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB01.01 | Communications | #8: Customer Service and Guest Relations | Examine the uses of various types of telecommunications equipment found at lodging facilities to optimize guest service. | Achieve a familiarity with telecommunications equipment to manage calls. | Demonstrate use of a PBX system.
 |  |  |  |  | Describe the functions of a call accounting system.
 |  |  |  |  | Describe the functions of automatic call dispensing and automatic call detection features.
 |  |  |  | Evaluate telephone and facsimile resources to facilitate optimum guest service. | [NAME] the types of incoming calls.
 |  |  |  |  | Outline procedures for processing messages for guests.
 |  |  |  |  | Outline how faxes for guests are handled by lodging staff.
 |  |  |  |  | Describe how wake-up calls are delivered through the telecommunication system.
 |  |  |  | Evaluate current and emerging technological services provided by lodging facilities to improve guest service. | Explain how current voice mail systems meet guest needs.
 |  |  |  |  | Explain how current personal digital assistants (PDAs) meet guest needs.
 |  |  |  |  | Explain how current internet services meet guest needs.
 |  |  |  |  | Explain how TDD systems meet the needs of disabled guests.
 |  |  |  |  | Explain how emerging technology for telecommunications services enhance the guest experience.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB02.01 | Systems | #3: Hospitality/Lodging Services   #10: Room and Housekeeping Management | Summarize the importance of housekeeping standards to assure guest satisfaction. | Identify housekeeping's major areas of cleaning responsibilities to meet industry standards. | Identify the main functions of guestroom cleaning.
 |  |  |  |  | Identify the main functions of public area cleaning.
 |  |  |  |  | Identify the main functions of back-of-house cleaning.
 |  |  |  |  | Identify the main functions of cleaning other facility areas.
 |  |  |  | Explain the use of frequency schedules to maintain cleaning standards. | Explain how frequency schedules are determined for guestroom cleaning.
 |  |  |  |  | Explain how frequency schedules are determined for public area cleaning.
 |  |  |  |  | Explain how frequency schedules are determined for other areas of facility.
 |  |  |  | Summarize how standards are used to guide housekeeping personnel. | Identify criteria for guestroom cleaning.
 |  |  |  |  | Identify criteria for public area cleaning.
 |  |  |  |  | Identify criteria for back-of-house cleaning.
 |  |  |  |  | Identify criteria for cleaning other areas of facility.
 |  |  |  | Summarize how productivity standards are used to guide cleaning personnel in time-based tasks. | Estimate time for cleaning guest rooms.
 |  |  |  |  | Estimate time for cleaning public and recreation areas.
 |  |  |  |  | Estimate time for cleaning management office, back-of-house and other areas as appropriate.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB02.02 | Systems | #8: Customer Service and Guest Relations | Prepare a staffing guide to schedule various staff positions to assure guest satisfaction. | Distinguish between fixed and variable staff positions to develop work schedules. | Define fixed labor as it applies to housekeeping.
 |  |  |  |  | Define variable labor as it applies to housekeeping.
 |  |  |  | Set staffing schedules based on required labor hours and occupancy levels to balance labor costs and occupancy. | Determine labor hours required for each level of occupancy.
 |  |  |  |  | Determine number of employees to schedule at each level of occupancy.
 |  |  |  |  | Calculate estimated labor expenses at each level of occupancy.
 |  |  |  |  | Create work schedules for housekeeping staff.
HTPB02.03 | Systems | #8: Customer Service and Guest Relations | Explain how Operations manages inventories to maintain adequate quantities of both recycled and non-recycled items. | Distinguish recycled inventories from non-recycled inventories to create minimum/maximum levels of each type. | Distinguish recycled inventories from non-recycled inventories.
 |  |  |  |  | Establish par levels for recycled inventories such as linens, uniforms, and guest loan items.
 |  |  |  |  | Explain how non-recycled inventories are maintained by establishing order points based on minimum/maximum quantities.
 |  |  |  | Explain the steps involved with taking a physical inventory to maintain accurate counts. | Identify all areas where are items are  used and stored.
 |  |  |  |  | Develop an inventory record to maintain current and accurate counts.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
[NAME] | Systems | #10: Room and Housekeeping Management | Outline the factors to consider when determining the size of an annual linen purchase to maintain desired quantities based on varying occupancy levels. | Review inventories and records to determine quantity to order. | Review linen inventory records.
 |  |  |  |  | Review linen discard records and discard policy.
 |  |  |  |  | Calculate number of linens need for full occupancy.
HTPB02.05 | Systems | #10: Room and Housekeeping Management | Explain how a status report is used to ensure housekeeping standards. | Use a room status report to assign guestrooms for cleaning. | Locate vacated guest rooms on status report.
 |  |  |  |  | Divide number of rooms among staff.
 |  |  |  |  | Inform staff of priority of cleaning rooms.
HTPB03.01 | Employability and Career Development | #4: Hospitality/Lodging Managenent | Research the major duties and qualifications for managerial positions common to back-of-house operations in many types of lodging operations to create a menu of career opportunities. | Examine the characteristics for chief engineers, food and beverage managers, controllers, and information technology managers to facilitate selection of career choices. | List three qualifications for each position.
 |  |  |  |  | Describe the major duties for each position.
 |  |  |  | Study supervisory positions in lodging to learn the characteristics of jobs at this level. | [NAME] three supervisory jobs in lodging.
 |  |  |  |  | List three qualifications of each supervisory level job.
 |  |  |  | Study managerial positions in lodging to learn the characteristics of jobs at this level. | [NAME] three managerial positions in lodging.
 |  |  |  |  | List three qualifications for each managerial job.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB03.02 | Employability and Career Development | #4: Hospitality/Lodging Managenent | Research the major duties and qualifications for managerial positions common to front end operations in many lodging operations to create a menu of career opportunities. | Examine the characteristics for general, catering, human resource, marketing, sales and resident managers to facilitate selection of career choices. | List three qualifications for each type of manager.
 |  |  |  |  | Describe the major duties for each type of manager.
HTPB03.03 | Employability and Career Development | #3: Hospitality/Lodging Services | Compare entry-level, skilled level, and managerial positions in the lodging industry to gain awareness of the qualifications and skills required for career opportunities. | Study entry-level jobs in lodging to learn the characteristics of jobs at this level. | Detail three entry-level jobs in lodging.
 |  |  |  |  | List three qualifications for each entry-level job.
 |  |  |  | Study supervisory positions in lodging to learn the characteristics of jobs at this level. | [NAME] three supervisory jobs in lodging.
 |  |  |  |  | List three qualifications for each supervisory level job.
 |  |  |  | Study managerial positions in lodging to learn the characteristics of jobs at this level. | [NAME] three managerial positions in lodging.
 |  |  |  |  | List three qualifications for each managerial job.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB03.04 | Employability and Career Development | #4: Hospitality/Lodging Managenent | Review independently owned and chain-affiliated lodging facilities to compare and illustrate the advantages and disadvantages of each. | Examine an independently owned lodging facility to distinguish it from other types of lodging. | List three advantages of an independently owned facility.
 |  |  |  |  | List three disadvantages to an independently owned lodging facility.
 |  |  |  |  | Explain the use of referrals among independently owned facilities.
 |  |  |  | Examine a chain-affiliated lodging facility to distinguish it from other types of lodging. | List three advantages of a chain affiliated facility.
 |  |  |  |  | List three disadvantages to a chain-affiliated lodging facility.
 |  |  |  |  | Explain the relationship of owners to management companies.
HTPB03.05 | Employability and Career Development | #4: Hospitality/Lodging Managenent | Analyze the functions performed by different divisions and departments within a lodging operation to visualize the interaction of all areas. | Review the functions of essential departments within a lodging operation to appreciate the skills and tasks required for each area. | Examine the functions of  the rooms division.
 |  |  |  |  | [NAME] the functions of  food and beverage division.
 |  |  |  |  | Study the functions of the engineering and maintenance department.
 |  |  |  |  | Describe the functions of the marketing and sales division.
 |  |  |  |  | [NAME] the functions of the accounting department.
 |  |  |  |  | Describe the functions of the human resource office.
 |  |  |  |  | Review the functions of the security department.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Review the functions within the food and beverage department of a lodging operation to appreciate the skills and tasks required for each area. | [NAME] the functions of the restaurant(s).
 |  |  |  |  | [NAME] the functions of room service.
 |  |  |  |  | [NAME] the functions of the lounge(s) or bar(s).
 |  |  |  |  | [NAME] the functions of the catering department.
 |  |  |  | Review the main responsibilities of the engineering and maintenance division within a lodging operation to appreciate the skills and tasks required for both divisions. | [NAME] the functions of general maintenance.
 |  |  |  |  | [NAME] the functions of grounds maintenance.
 |  |  |  |  | [NAME] the functions of the engineering department.
 |  |  |  |  | [NAME] the functions of emergency maintenance.
 |  |  |  | Review the primary activities of the marketing and sales division within a lodging operation to appreciate the skills and tasks required for these divisions. | [NAME] two types of marketing materials for the lodging facility.
 |  |  |  |  | Detail two types of units for sale.
 |  |  |  |  | Detail the function of the marketing personnel.
 |  |  |  |  | Detail the function of the sales personnel.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
 |  |  | (CONTINUED) | Review the functions of the accounting department within a lodging operation to appreciate the skills and tasks required for this area. | Explain the function of the accounting department.
 |  |  |  |  | Explain the role of the accounting department in payroll.
 |  |  |  | Review the functions of the human resources department within a lodging operation to appreciate the skills and tasks required for this area. | Explain the role of the human resource department in hiring.
 |  |  |  |  | Explain the role of the human resource department in handling complaints.
 |  |  |  | Review the functions of the security department within a lodging operation to appreciate the skills and tasks required for this area. | List the role of the security personnel.
 |  |  |  |  | List the function of security equipment.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB04.01 | Technical Skills | #9: Front Office Management | Understand the importance of guest registration, and rate and room assignment procedures to meet guest needs and ensure payment methods. | Identify information collected during registration process to correctly register guests. | Check for pre-registration information.
 |  |  |  |  | Verify guest registration card is completed.
 |  |  |  |  | Identify the length of stay.
 |  |  |  |  | Identify the method of payment.
 |  |  |  | Explain how room rates are established with arriving guests to assign the appropriate rate. | Specify a standard rate.
 |  |  |  |  | List special room rates.
 |  |  |  |  | Describe rates that include meal plans, such as the American Plan, the Modified American Plan, and the European Plan.
 |  |  |  |  | Demonstrate an "upsell" to arriving guests.
 |  |  |  | Explain how availability, room status, and other standard operating guidelines are used to assign rooms to arriving guests. | Determine when a room is available for sale.
 |  |  |  |  | Issue keys or electronic keycards to registering guests using standard guidelines.
 |  |  |  |  | Use property maps to direct guests to their room locations.
 |  |  |  | Explain how methods of payment are established with arriving guests to clarify payment procedures. | Describe common payment methods for arriving guests.
 |  |  |  |  | Demonstrate procedure for accepting payment by check.
 |  |  |  |  | Demonstrate procedure for accepting payment by credit card.
 |  |  |  |  | Describe special payment methods.
 |  |  |  | Explain how a  property’s computer system is used to create guest accounts. | Identify different types of accounts.
 |  |  |  |  | Identify types of charges that can be posted to accounts.
 |  |  |  |  | Explain how account entries are made through front desk terminals and remote point-of-sale terminals.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB04.03 | Technical Skills | #9: Front Office Management | Understand the importance of check-out procedures to ensure guest satisfaction and verify settlement of account. | Summarize correct check-out procedures to prevent oversights or errors. | Inquire about recent charges.
 |  |  |  |  | Post outstanding charges to guest accounts.
 |  |  |  |  | Verify account information.
 |  |  |  |  | Check for mail, messages, and faxes.
 |  |  |  |  | Check for safe deposit or in-room safe keys.
 |  |  |  |  | Secure the room key or electronic keycard.
 |  |  |  | Describe the account settlement procedures to include different types of payment | Verify the method of payment established at registration.
 |  |  |  |  | Process account payments for guests using cash.
 |  |  |  |  | Process account payments for guests using credit cards.
 |  |  |  |  | Process account payments for guests using direct billing arrangements.
 |  |  |  |  | Present the account for payment to the guest.
 |  |  |  |  | Update the room's status through the property's computer system.
 |  |  |  |  | Inquire about guest satisfaction to create a guest history record file.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB05.01 | Information Technology Applications | #9: Front Office Management | Employ effective reservation procedures to meet guest needs and maximize occupancy. | Identify the different types of reservations to meet different guest needs. | Distinguish guaranteed from non-guaranteed reservations.
 |  |  |  |  | Contrast reservations guaranteed by credit card with reservations guaranteed by travel agents or corporations.
 |  |  |  |  | Contrast advanced deposits with prepaid reservations.
 |  |  |  | Identify common sources to make lodging reservations. | Distinguish a central reservation system from a global distribution system.
 |  |  |  |  | Identify ways guests place reservations directly with lodging properties.
 |  |  |  |  | Explain how guests make reservations on-line.
 |  |  |  | Explain how a computer system is used to process or change reservations. | Determine availability.
 |  |  |  |  | Create a reservation record.
 |  |  |  |  | Modify or cancel a reservation.
 |  |  |  |  | [NAME] reports from reservation data.
 |  |  |  | Explain how forecasting is used to maximize occupancy levels. | Identify information needed to forecast availability.
 |  |  |  |  | Calculate a no-show percentage.
 |  |  |  |  | Calculate a walk-in percentage.
 |  |  |  |  | Calculate an overstay percentage.
 |  |  |  |  | Calculate an understay percentage.
 |  |  |  |  | Create a ten-day forecast.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB06.01 | Safety, Health and Environmental | #8: Customer Service and Guest Relations | Abide strictly by key control procedures to protect guest and minimize risks. | Explain the types and functions of keys to control levels of access. | List three types or levels of keys used for entry.
 |  |  |  |  | Compare/contrast the use of each.
 |  |  |  | Explain how key control measures are used to protect guests. | Outline how access to all areas is controlled.
 |  |  |  |  | Outline how locking systems protect guests.
 |  |  |  |  | Outline procedures for issuing electronic keys.
HTPB06.02 | Safety, Health and Environmental | #9: Front Office Management | Explain how cash control procedures are used to protect funds. | Outline the role of a cashier to facilitate cash control. | Demonstrate use of cash sheets to record cash collected.
 |  |  |  |  | Demonstrate use of cash sheets to record cash paid out.
 |  |  |  |  | Explain how cash banks are issued to cashiers.
 |  |  |  |  | Describe how cashiers turn in cash banks and prepare cash deposits.
 |  |  |  |  | Explain how cash banks and cashier cash deposits are reconciled.
Code | Topic | Course | Knowledge and Skill | Performance Element | Measurement Criteria
HTPB06.03 | Safety, Health and Environmental | #8: Customer Service and Guest Relations | Explain how guests and property are protected to minimize losses or liabilities. | Control access of safe deposit boxes to minimize losses. | Describe how access is given to safe deposit box.
 |  |  |  |  | Describe how guest's identity is checked for access.
 |  |  |  |  | Maintain the safe deposit log.
 |  |  |  | Describe procedures for controlling items lost and found. | Identify the department responsible for securing lost and found items.
 |  |  |  |  | Maintain a log of lost and found items.
 |  |  |  |  | Store and secure lost and found items for required length of time.
 |  |  |  |  | Follow property procedures for contacting guests about lost and found items.
 |  |  |  | Identify access control procedures to enhance guest safety. | Recognize and report suspicious situations.
 |  |  |  |  | Identify and report unauthorized and suspicious persons.
 |  |  |  |  | Monitor entrances, elevators, and stairways.
 |  |  |  |  | Ensure limited late-night access to lobby areas.
 |  |  |  |  | Monitor perimeter and grounds.
 |  | Additional Recommended CTE/Degree Major Courses:
 |  | #5: Marketing for Hospitality and Tourism
 |  | #6: Hospitality and Tourism Internship
 |  | #7: Introduction to Lodging Operations