2021 – 2022
Florida Department of Education
Curriculum Framework 

Program Title:	Hospitality and Tourism
Program Type:	Career Preparatory
Career Cluster:	Hospitality & Tourism

Career Certificate	
Program Number	M811040	
CIP Number	0252190600	
Grade Level	30, 31	
Standard Length	600 hours	
Teacher Certification	Refer to the Program Structure section.	
CTSO	Collegiate DECA	
SOC Codes 	43-4081 – Hotel, Motel, and Resort Desk Clerks
43-4181 – Reservation and Sales Agent
13-1121 – Meeting Convention/Event Planner 	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	
Basic Skills Level	Mathematics:	9
Language:	9
Reading:	        9	

Purpose

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Hospitality &Tourism career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Hospitality & Tourism career cluster. 

The content includes but is not limited to coursework that prepares students for employment in the travel and tourism industry as reservation and transportation agents, travel destination specialists, tour operators, transportation attendants, cruise ship consultants, or to provide supplemental training for those persons previously or currently employed in these occupations.  This program includes components on planning, management, finance, technical and production skills, underlying principles of technology, labor issues, community issues, and health, safety, and environmental issues.  

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is a planned sequence of instruction consisting of three occupational completion points.

This program is comprised of courses which have been assigned course numbers in the SCNS (Statewide Course Numbering System) in accordance with Section 1007.24 (1), F.S. Career and Technical credit shall be awarded to the student on a transcript in accordance with Section 1001.44(3)(b), F.S.

To teach the courses listed below, instructors must hold at least one of the teacher certifications indicated for that course.

The following table illustrates the postsecondary program structure:

OCP	Course Number	Course Title	Teacher Certification	Length	SOC Code	
A	HMV0740	Guest Services Agent	FAM CON SCI
HOTEL TRNG 7 G
TRANSPORT @7 7  G
MKTG MGMT 7 G
TC COOP ED @7
BUS ED 1 @2
MKTG 1 @2	150 hours	43-4081	
B	HMV0741	Reservation and Sales Agent		300 hours	43-4181	
C	HMV0038	Meeting, Convention and Event Planners		150 hours	13-1121	

Common Career Technical Core – Career Ready Practices

Career Ready Practices describe the career-ready skills that educators should seek to develop in their students.  These practices are not exclusive to a Career Pathway, program of study, discipline or level of education.  Career Ready Practices should be taught and reinforced in all career exploration and preparation programs with increasingly higher levels of complexity and expectation as a student advances through a program of study. 

1. Act as a responsible and contributing citizen and employee. 

2. Apply appropriate academic and technical skills. 

3. Attend to personal health and financial well-being. 

4. Communicate clearly, effectively and with reason. 

5. Consider the environmental, social and economic impacts of decisions. 

6. Demonstrate creativity and innovation. 

7. Employ valid and reliable research strategies. 

8. Utilize critical thinking to make sense of problems and persevere in solving them. 

9. Model integrity, ethical leadership and effective management. 

10. Plan education and career path aligned to personal goals. 

11. Use technology to enhance productivity. 

12. Work productively in teams while using cultural/global competence. 

Standards
After successfully completing this program, the student will be able to perform the following:

01.0	Identify careers in the hospitality and tourism industry.
02.0	Research the various aspects of the hospitality and tourism industry.
03.0	Demonstrate employability skills necessary for success in hospitality and tourism occupations.
04.0	Demonstrate human relations skills necessary for success in hospitality and tourism occupations.
05.0	Demonstrate proficiency in applying communication and technology skills in the hospitality and tourism industry.
06.0	Explain economic principles as related to the hospitality and tourism industry.
07.0	Identify marketing and business fundamentals related to the hospitality and tourism industry.
08.0	Identify sales techniques and procedures appropriate for use in the hospitality and tourism industry.
09.0	Perform mathematical operations related to hospitality and tourism occupations.
10.0	Operate technology, computer systems, and the Internet.
11.0	Demonstrate proficiency using a computer reservation system.
12.0	Exhibit the ability to utilize computer reservation system records.
13.0	Demonstrate the importance of standardization in the airline industry.
14.0	Perform functions that are associated with the computer reservation system.
15.0	Recognize functions associated with making a lodging reservation.
16.0	Recognize functions associated with making a ground transportation reservation.
17.0	Recognize functions associated with a cruise reservation.
18.0	Assess the impact of technology and automation on the travel reservation industry.
19.0	Demonstrate proficiency in applying communication, leadership, and customer relations skills in the travel and tourism industry.
20.0	Apply employability skills necessary for success in the travel and tourism industry.
21.0	Perform designated job skills.
22.0	Demonstrate work ethics.
23.0	Explain marketing principles as they relate to travel and tourism.
24.0	Demonstrate sales and customer service techniques in the selling of travel and tourism products.
25.0	Demonstrate proficiency in applying higher level mathematical skills unique to travel and tourism.
26.0	Discuss the Internet as a travel and tourism marketing tool.
27.0	Discuss the needs of the business traveler.
28.0	Research conservation and Green initiatives in the hospitality industry.
29.0	Examine the impact of meetings, conventions, conferences, and incentive travel.
30.0	Examine facts and principles related to the cruise industry.
31.0	Examine facts and principles related to the air travel industry.
32.0	Examine facts and principles related to the ground travel industry.
33.0	Examine facts and principles related to the lodging industry.	
34.0	Examine facts and principles related to leisure travel.
35.0	Describe the development of the tour package.
36.0	Explain options for selling travel and tourism products.
37.0	Create a sales promotion tool for a travel and tourism product.
38.0	Develop a plan for a career in the travel and tourism industry.

2021 – 2022
Florida Department of Education
Student Performance Standards

Program Title:				Hospitality and Tourism 
Career Certificate Program Number:	M811040

Course Number: HMV0740
Occupational Completion Point: A
Guest Services Agent – 150 Hours – SOC Code 43-4081	
01.0	Identify careers in the hospitality and tourism industry.  The student will be able to:	
01.01	List career positions in a variety of hospitality and tourism related industry components (e.g., ground transportation, cruise, air travel, lodging, food service, retail and corporate travel, leisure and recreation, conventions and special events).  	
01.02	Explain duties and responsibilities for the identified hospitality and tourism positions using current sources of information.  	
01.03	Identify skills and knowledge needed by hospitality and tourism professionals. 	
01.04	Identify requirements for entry and advancement, career ladders, and employment opportunities. 	
01.05	Identify advantages and disadvantages of working in the hospitality and tourism industry.	
01.06	Complete self-assessment and analysis of life style goals and aspirations to evaluate for suitability in the hospitality and tourism industry. 	
01.07	Develop an individualized education and career plan related to the hospitality and tourism industry.  	
02.0	Research the various aspects of the hospitality and tourism industry.  The student will be able to:	
02.01	Display an understanding of history and development of the hospitality and tourism industry (e.g., airline deregulation, technology, and globalization).  	
02.02	Define commonly used terms in the hospitality and tourism industry.  	
02.03	Identify major components of the hospitality and tourism industry. 	
02.04	Identify and describe organizational structures and divisions within the hospitality and tourism industry.  	
02.05	Identify technological advancement within the hospitality and tourism industry.  	
02.06	Describe importance of quality customer service and its continuous improvement.  	
02.07	Understand concept of perishability and seasonality of hospitality and tourism products.	
02.08	Recognize the need for quality assurance in the hospitality and tourism industry.  	
02.09	Identify business and professional associations and certifications.  	
02.10	Compare and contrast international, domestic, and local hospitality and tourism.  	
02.11	Identify and cite sources of major travel documents needed by travelers.  	
02.12	Recognize the problems caused by improper documentation. 	
02.13	Describe the necessary requirements/documentation for travelers due to increased security. 	
02.14	Identify and understand the use of industry specific resources.  	
02.15	Identify current trends in the hospitality and tourism industry (staycations, daycations, and medical tourism).  	
02.16	Research a major Florida city and its attractions, target markets, and cost.	
02.17	Demonstrate a functional understanding of domestic and international procedures throughout the hospitality and tourism industry.  	
02.18	Identify factors influencing travelers to choose a particular location (e.g., weather, culture, climate, cost, natural resources, and medical factors). 	
02.19	Describe components of an itinerary and a tour package.  	
02.20	Identify modes and uses of ground transportation and discuss advantages and disadvantages of each.  	
02.21	Demonstrate a functional understanding of flight schedules. 	
02.22	Plan a trip for a family of four with a given budget using the Internet for flight schedules, rental cars, and hotel rates using presentation software showing daily itineraries including local attractions and expenses. 	
02.23	Identify, compare, and contrast types of lodging facilities and ownership.  	
02.24	Explain factors that determine room rates and package plans. 	
02.25	Describe the differences among the types of cruises that are popular today.	
02.26	Demonstrate a functional understanding of a cruise ship including the deck plan, public spaces, and stateroom accommodations.  	
02.27	Compare and contrast a cruise ship and a hotel as a destination. 	
02.28	Identify types of food service operations, segments, and ownership. 	
02.29	Identify role of conventions and special events in the hospitality and tourism industry.  	
02.30	Plan a convention for a specific business group specifying hotel needs such as number of sleeping rooms and required meeting room space and setups.  Include a daily itinerary and provisions by food and beverage.  	
02.31	Identify components of leisure and recreation industry and provide examples of each.  	
02.32	Explain differences between public and commercial leisure and recreational systems. 	
02.33	Explain economic factors that affect the tourism/hospitality industry (fuel costs, airline industry consolidations, availability of consumer’s discretionary money).	
02.34	Research the Florida tourism website (www.visitflorida.com), compare it to other state tourism sites and the impact of tourism on that state’s economy.	
02.35	Summarize the characteristics that make a particular venue a good choice based on the type of event.	
02.36	Compare and contrast features of different travel websites.	
03.0	Demonstrate employability skills necessary for success in hospitality and tourism occupations.  The student will be able to:	
03.01	Identify and utilize resources used in a job search for a hospitality and tourism related career (e.g., networking, newspaper, Internet). 	
03.02	Discuss importance of drug tests and criminal background checks in identifying possible employment options. 	
03.03	Identify steps in the application process and documents required when applying for employment (e.g., application, references, W-4, I-9).  	
03.04	Create a customized resume, follow-up letter, acceptance/rejection letter, letter of resignation, thank you letter, and letter of recommendation.  	
03.05	Identify and demonstrate appropriate dress and grooming for employment.  	
03.06	Identify and demonstrate effective interviewing skills (e.g., behavioral), including effective responses to common interview questions.  	
03.07	Describe methods for handling illegal interview and application questions. 	
03.08	Discuss state and federal labor laws regulating the workplace (e.g., Child Labor Law, sexual harassment, EEOC, ADA, FMLA, and OSHA). 	
03.09	Identify ways to assist with diverse populations and the physically challenged as employees and guests in the workplace.	
03.10	Describe importance of producing quality work and meeting performance standards.	
03.11	Identify personal and business ethics (e.g., preventing theft, pilfering, and unauthorized discounting).  	
03.12	Demonstrate orderly and systematic behavior by creating and maintaining an electronic calendar.	
03.13	Demonstrate time management skills with on-task behavior and self-pacing in accomplishing work assignments. 	
03.14	Identify qualities typically required for promotion (e.g., productivity, dependability, responsibility).  	
03.15	Identify how to prepare for job separation and re-employment. 	
03.16	Generate and organize a professional portfolio of student work and projects. 	
03.17	Identify and practice stress management and relaxation techniques.  	
03.18	Explain the importance of positive customer service skills.	
03.19	Practice positive customer service skills.  	
04.0	Demonstrate human relations skills necessary for success in hospitality and tourism occupations.  The student will be able to:	
04.01	Develop a list of qualities necessary to be an effective team player (e.g., respect).	
04.02	Design and participate in a team building activity for the workplace.	
04.03	Demonstrate ability to work cooperatively with team members, supervisors, and guests from diverse cultural backgrounds.  	
04.04	Identify sensitive workplace issues and the laws that impact them (i.e., gender equity, cultural diversity, professional ethics, sexual harassment, disability, age). 	
04.05	Identify, define, and demonstrate professional interpersonal skills and personality traits.	
04.06	Maintain hygiene, professional appearance, and a positive attitude.  	
04.07	Demonstrate ability to use creative problem-solving, decision-making, and critical-thinking strategies.   	
04.08	Demonstrate self-management, initiative, and multi-tasking. 	
04.09	Devise a rubric to evaluate appropriate workplace social behavior and work ethics.	
04.10	Set personal and career goals and develop a plan of action to achieve those goals.  	
04.11	Demonstrate ability to offer and accept feedback. 	
04.12	Identify and practice stress management and relaxation techniques.  	
04.13	Explain importance of maintaining confidentiality of business matters.  	
04.14	Express importance of supporting and following company policies and procedures (e.g., attendance, tardiness). 	
04.15	Identify customer service skills needed for successful entry and progress in the hospitality and tourism industry.	
05.0	Demonstrate proficiency in applying communication and technology skills in the hospitality and tourism industry.  The student will be able to:	
05.01	Describe effective staff communication and its uses (e.g., interpersonal, departmental, interdepartmental, company).  	
05.02	Identify, read, and comprehend a variety of forms of written communications utilized in the workplace. 	
05.03	Prepare a business letter, memo, fax, and e-mail.  	
05.04	Describe positive guest/client relations.  	
05.05	Demonstrate ability to speak effectively to guests, co-workers, supervisors, and vendors using grammar and terminology appropriate to the industry.  	
05.06	Identify techniques of placing, answering, placing on hold, recording messages, and referring telephone calls.  	
05.07	Identify techniques of dealing with inappropriate telephone calls (i.e., bomb threats, obscene, abusive).  	
05.08	Demonstrate effective etiquette/netiquette in a business situation such as meals and general courtesy. 	
05.09	Discuss importance of developing networking skills to expand contacts within the industry. 	
05.10	Research social and professional networking websites (Twitter, Facebook, LinkedIn, etc.) and explain how these sites affect the hospitality industry and its employees.	
05.11	Discuss importance of providing clear directions, interpretations, descriptions, and explanations.  	
05.12	Create and deliver an oral presentation.	
05.13	Use presentation software to create a professional presentation that can be used for employee training. 	
05.14	Identify and demonstrate conflict resolution techniques related to customer service (i.e., resolving complaints, disputes, and negotiations).  	
05.15	Identify components of and prepare an itinerary.  	
05.16	Demonstrate ability to locate and interpret information found in trade journals, manuals, graphs, schedules, charts, diagrams, maps, and Internet resources.  	
05.17	Identify types of technology/equipment used in a hospitality/tourism-related workplace (i.e., cash register, computer, scanner, time clock, and fax).  	
06.0	Explain economic principles as related to the hospitality and tourism industry.  The student will be able to:	
06.01	Explain concept of supply and demand (e.g., overbooking, yield management).  	
06.02	Explain role of employee productivity in contributing to profit margin (bottom line).  	
06.03	Identify economic opportunities in the industry.  	
06.04	Explain impact of tourism on local, state, national, and international economies.  	
06.05	Identify advantages and disadvantages of the primary forms of business ownership.  	
07.0	Identify marketing and business fundamentals related to the hospitality and tourism industry.  The student will be able to:	
07.01	Explain marketing and its role in the industry and the free enterprise system.  	
07.02	Explain elements in the marketing mix (price, product, promotion, place, and people).	
07.03	Explain functions of the business and marketing plan.  	
07.04	Explain concept of service vs. product marketing strategies.  	
07.05	Explain concept of target markets and market identification (e.g., market segmentation).  	
07.06	Display an understanding of the different marketing channels used to promote destinations and products.  	
07.07	Identify niche markets (customer segmentation).	
07.08	Identify specialty markets (product segmentation, e.g., sports, shopping, religion).  	
07.09	Recognize cultural customs and taboos.  	
07.10	Discuss the role of federal, state and local regulatory agencies as it relates to hospitality and tourism.  	
07.11	Identify methods of gathering customer feedback. 	
08.0	Identify sales techniques and procedures appropriate for use in the hospitality and tourism industry.  The student will be able to:	
08.01	Explain purpose, principles, and importance of selling.  	
08.02	Identify effective sales techniques (e.g., steps in sales process, cross-selling, upselling and alternative options).  	
08.03	Explain motivation, needs, and expectations of the hospitality and tourism consumer and how it affects their lodging selection.  	
08.04	Identify an effective sales presentation (e.g., feature-benefit analysis).  	
08.05	Discuss the importance of meeting specialized sales needs (e.g., business travel, conventions and meetings, conferences, physically and/or mentally challenged). 	
08.06	Identify pros and cons of using the Internet as a sales tool. 	
08.07	Identify an effective sales presentation (e.g., feature-benefit analysis).  	
08.08	Discuss the importance of meeting specialized sales needs (e.g., business travel, conventions and meetings, conferences, physically and/or mentally challenged). 	
09.0	Perform mathematical operations related to hospitality and tourism occupations.  The student will be able to:	
09.01	Perform addition, subtraction, multiplication, division, ratios, and percentages as they relate to hospitality and tourism (e.g., air travel, lodging, food service, car rentals, tours, cruises). 	
09.02	Apply problem-solving techniques to hospitality and tourism sales-related transactions (e.g., cash, checks, debit cards, credit cards, discounts, etc.).  	
09.03	Interpret quantitative information from tables, charts, and graphs as related to the hospitality/tourism related workplace. 	
09.04	Using standard industry formulas relative to discount date and due date, compute amount of payment on an invoice. 	
09.05	Calculate commissions, gratuities, taxes, and miscellaneous charges. 	
09.06	Calculate actual flying time and time zone differences.  	
09.07	Use ratios, proportions, and scales to calculate distance on a map.  	
09.08	Identify sources of currency exchange rates.	
09.09	Research a foreign hotel and convert the cost of one room night from a foreign currency to dollars using an online calculator and/or math conversions.  	
09.10	Classify different payment options (e.g., cash, personal checks, traveler’s checks, credit cards, debit cards, incentive program points).  	
09.11	Calculate refunds and exchange transactions for hospitality and tourism related services.  	
09.12	Explain the function of a night audit in the lodging and cruise industry.  	
	
Course Number: HMV0741
Occupational Completion Point: B 
Reservation and Sales Agent – 300 Hours – SOC Code 43-4181 	
10.0	Operate technology, computer systems, and the internet.  The student will be able to:	
10.01	Demonstrate computer knowledge (e.g., hardware, software, operating systems, terminology, etc.). 	
10.02	Demonstrate proper keyboarding techniques. 	
10.03	Utilize word-processing software to create career/industry related documents.  	
10.04	Create a business card for networking purposes.  	
10.05	Utilize spreadsheet software to enhance decision-making skills. 	
10.06	Utilize database software to create a basic database.  	
10.07	Utilize presentation software to create a multimedia presentation.  	
10.08	Explain and utilize Internet fundamentals (e.g., E-mail, portals/search engines).  	
10.09	Identify and describe the function of office technology equipment.  	
10.10	Utilize a desktop publishing program to design a homepage for the schools travel program (i.e., High Wire).  	
10.11	Compare the uses of the Internet, including electronic mail, as used to communicate quickly with suppliers, customers, and other agencies.	
10.12	Identify the impact of the Internet on the hospitality and tourism industry (including the trend of travelers booking their own reservations, etc.)	
10.13	List some of the many web site addresses of organizations that can provide the most up-to-date information about the industry.	
10.14	Demonstrate the importance of the Internet as a research tool to quickly answer customers' questions regarding such items as weather, sightseeing options, hotels, car rentals, restaurants, documentation requirements, theatres, and parks.	
10.15	Analyze past, present, and future impact of technology on the travel and tourism industry (i.e., liquor portion control system, hospitality information systems, food and beverage information systems, club management software).  	
11.0	Understand and demonstrate proficiency using a computer reservation system.  The student will be able to:	
11.01	Identify the major travel computerized reservation systems (e.g., SABRE, APOLLO, System One AMADEUS, WorldSpan, etc.).   	
11.02	Distinguish between hosts and co-hosts.  	
11.03	Identify the tasks performed by computer reservations agents (e.g., creating Passenger Name Records [PNRs], maintaining PNRs, airspace, quoting airfares, pricing itineraries, rental cars, and hotel accommodations). 	
12.0	Exhibit the ability to utilize computer reservation system records.  The student will be able to:	
12.01	Define a Passenger Name Record (PNR).  	
12.02	Identify and explain the items needed to create a PNR. 	
12.03	Identify optional parts of a PNR (e.g., Special Services Requests [SSR], Other Service Information [OSI], remarks).    	
12.04	Create a PNR by entering coded ticketing information.  	
12.05	Retrieve a PNR.  	
12.06	Modify a PNR. 	
13.0	Demonstrate the importance of standardization in the airline industry.  The student will be able to:	
13.01	Identify airline references used for air travel (e.g., Official Airline Guide [OAG], Customer Reservation System [CRS], and published timetables).   	
13.02	Identify carrier, airport, and city codes for major domestic and international airlines. 	
13.03	Explain the city/airport and airline codes.  	
13.04	Identify hub and spoke systems utilized by major carriers.  	
13.05	Explain the use of the tables, including class of service, frequency code, and meal/snack service.  	
13.06	Interpret a flight schedule by identifying the classes of service and booking codes.  	
13.07	Calculate flight times in relation to different time zones. 	
13.08	Define passenger bill of rights and rules governing air travel (e.g., delays, cancellations, acts of nature).     	
14.0	Perform functions that are associated with the computer reservation system.  The student will be able to:	
14.01	Simulate booking a flight reservation from an availability display.  	
14.02	Create a CRS itinerary. 	
14.03	Explain airfares and the ticketing process.  	
14.04	Identify the agencies that set standards and monitor ticketing processes such as issuance, payment, and refunds.    	
14.05	Enter data in an automated system and use the ticket information to invoice an itinerary with non-ARC segments.	
14.06	Read and interpret an Automated Ticket and Boarding Pass (ATB).  	
14.07	Demonstrate a functional understanding of how to handle a segment status change.  	
15.0	Recognize functions associated with making a lodging reservation.  The student will be able to:	
15.01	Identify references used in the lodging industry (e.g., Official Hotel Guide, Hotel and Travel Index, OAG Business Travel Planner, Internet, a CRS display).  	
15.02	Compare a sample listing for a lodging establishment in each of the references identified above. 	
15.03	Recognize and display hotel codes.  	
15.04	Compare the information found on a hotel’s website vs. a CRS availability display.  	
15.05	Determine information needed to book a hotel reservation.  	
15.06	Identify types of computer generated reports used in the industry (i.e., cashier report, arrival report, credit report, departure report).  	
16.0	Recognize functions associated with making a ground transportation reservation.  The student will be able to:	
16.01	Identify references used in the car rental and rail transportation industry (e.g., OAG Business Travel Planner, Internet, CRS display, Amtrak National Train Timetable, VIA Rail Selling Guide, VIA Resernet Interactive).   	
16.02	Determine options for transferring to destination (e.g., mass transit, taxi, shuttle, car rental).  	
16.03	Determine information needed to book rail travel.  	
16.04	Determine information needed to book a car rental. 	
16.05	Using a CRS, read and interpret the information found in an availability display.  	
16.06	Compare and contrast policies and procedures for renting a car vs. booking a rail ticket (domestic and international).  	
17.0	Recognize functions associated with a cruise reservation.  The student will be able to:	
17.01	Identify references used in the cruise line industry (e.g., Cruise Line International Association [CLIA] Manual, Berlitz Complete Handbook to Cruising, Star Service, and Total Traveler by Ship, cruise brochures, and CRSs).  	
17.02	Compare a sample listing for a cruise reservation in two of the references identified above. 	
17.03	Determine information needed to book a cruise reservation.  	
18.0	Assess the impact of technology and automation on the travel reservation industry.  The student will be able to:	
18.01	Research current trends in the use of computers in the travel reservation industry.  	
18.02	Analyze major uses and effects of the Internet on the travel reservation industry.  	
18.03	Contrast the value-added services offered by a travel consultant vs. online services. 	
18.04	Assess possible career paths requiring the knowledge of computers in the travel reservation industry. 	
19.0	Demonstrate proficiency in applying communication, leadership, and customer relations skills in the travel and tourism industry.  The student will be able to:	
19.01	Demonstrate techniques for making and maintaining a positive first impression.  	
19.02	Practice telephone techniques for placing, answering, placing on hold, and referring telephone calls.  	
19.03	Record and relay accurate messages.  	
19.04	Interpret business policies to customers/vendors. 	
19.05	Propose techniques to resolve complaints. 	
19.06	Apply networking skills.  	
19.07	Evaluate team performance.  	
19.08	Differentiate between appropriate and inappropriate business attire and grooming.  	
19.09	Compare and contrast school and work environment.  	
19.10	Debate current issues impacting the industry. 	
19.11	Generate a report using industry-related resources.  	
19.12	Create an itinerary.  	
19.13	Plan and participate in a meeting/conference. 	
19.14	Apply leadership skills through involvement in community and/or school activities.	
20.0	Apply employability skills necessary for success in the travel and tourism industry.  The student will be able to:	
20.01	Investigate career skills necessary to be successful in the industry (e.g., geography, sales, customer service, telephone, computer, foreign language, math, written and oral communication). 	
20.02	Research currently available job opportunities and/or post-secondary programs.  	
20.03	Update resume and cover letter for the purpose of applying for a travel and tourism related job or college admission.  	
20.04	Evaluate and update career portfolio (e.g., resume, letters of recommendation, awards, evidence of participation in service and work-based learning activities, employer evaluations). 	
20.05	Assess skills needed for a successful interview (research company, anticipate questions, prepare questions).  	
21.0	Perform designated job skills.  The student will be able to:	
21.01	Perform tasks as outlined in the job performance skills plan.  	
21.02	Display an acceptable level of production and quality control.  	
21.03	Maintain appropriate records.  	
21.04	Demonstrate appropriate dress and grooming habits for the workplace environment.  	
21.05	Research a company’s products and services.	
22.0	Demonstrate work ethics.  The student will be able to:	
22.01	Demonstrate effective written and oral communication and listening skills. 	
22.02	Demonstrate the ability to resolve customer, employee, and employee/employer problems and concerns.  	
22.03	Demonstrate acceptable work habits and conduct in the workplace as defined by company policy.  	
22.04	Demonstrate legal and ethical behavior within the scope of job responsibilities.  	
22.05	Follow policies and procedures affecting safety, health, and well-being.  	
22.06	Exhibit behavior supporting and promoting cultural and ethnic diversity.  	
22.07	Demonstrate interpersonal skills which enhance team productivity and foster positive work ethics.  	
Course Number: HMV0038
Occupational Completion Point: C 
Meeting, Convention, and Event Planners  150 hours  13-1121	
23.0	Explain marketing principles as they relate to travel and tourism.  The student will be able to:	
23.01	Identify and explain levels of travelers’ needs by applying Maslow’s hierarchy.  	
23.02	Explain methods to identify and qualify the customer (e.g., time, money, interests).   	
23.03	Assess importance of value-added services.	
23.04	Research the role of travel suppliers.	
23.05	Explain the role of local, state, national, and international government organizations that promote travel.  	
23.06	Diagram and explain the various channels of distribution used in the travel and tourism industry. 	
23.07	Compare and contrast marketing and sales.	
23.08	Discuss how the product life cycle affects the prices and desirability of travel and tourism products. 	
23.09	Identify and analyze the types of marketing used in the travel and tourism industry.    	
23.10	Describe major sales promotion techniques.  	
23.11	Explain how public relations differ from advertising.  	
23.12	Explain why and how travel markets are segmented.  	
23.13	Evaluate viability of a market segment.	
23.14	Explain methods used to segment markets (i.e., demographic, geographic, behavioristic, psychographic).  	
23.15	Explain importance and methods of market research. 	
24.0	Demonstrate sales and customer service techniques in the selling of travel and tourism products.  The student will be able to:	
24.01	Explain why service is a technical skill and hospitality an emotional skill.  	
24.02	Describe and demonstrate traits needed to be an effective sales professional.	
24.03	Describe the value of using emotive words in making a sale.  	
24.04	Describe and demonstrate methods of overcoming obstacles to a sale.  	
24.05	Practice problem-solving techniques for the resolution of challenges. 	
24.06	Evaluate importance and impact of customer service.	
24.07	Discuss the importance of service-minded behaviors.  	
24.08	Develop and demonstrate customer service skills.	
25.0	Demonstrate proficiency in applying higher level mathematical skills unique to travel and tourism.  The student will be able to:	
25.01	Apply standard industry formula to determine markup and markdown (i.e., occupancy, average daily rate, food cost controls, inventory).  	
25.02	Recognize yield and revenue management concepts.	
25.03	Explain financial concepts used in making business decisions. 	
25.04	Explain concept of financial administration.  	
25.05	Explain difference between income (credit) and expense (debit).  	
25.06	Describe and prepare a cash-flow statement. 	
25.07	Analyze industry concepts of price, profit, competition, and productivity.  	
26.0	Discuss the internet as a travel and tourism marketing tool. –  The student will be able to:	
26.01	Define Internet and industry related terms (e.g., protocol, ISP, URL, WWW, bandwidth, etc.). 	
26.02	Explain services the Internet provides (e.g., file transfer protocol, news lists, e-mail). 	
26.03	Research advantages and disadvantages of marketing on the Internet (e.g., cost, accessibility).  	
26.04	Practice a variety of forms of communication (e.g., website, e-mail, newsgroups, chatrooms, etc.).	
26.05	Discuss political, ethical, and legal issues of using the Internet.  	
26.06	Discuss history and emerging trends.  	
26.07	Discuss security issues (e.g., firewalls, hacking, viruses, e-commerce).  	
26.08	Discuss social impact of the Internet (e.g., commerce, relationships, gathering personal research, validity of data). 	
26.09	Discuss demographics of Internet users.  	
26.10	Discuss criteria for selecting an Internet Service Provider (ISP).  	
26.11	Describe process for securing a domain name. 	
26.12	Discuss copyright and registered trademark issues in securing a domain name.  	
27.0	Discuss the needs of the business traveler.  The student will be able to:	
27.01	Explain who the business traveler is and why they travel.  	
27.02	Compare and contrast corporate travel policies.  	
27.03	Explain the role of the frequent flyer and guest programs.  	
27.04	Discuss the role of the business travel department and the corporate travel agency.  	
27.05	List the services and amenities a business traveler requires.  	
27.06	Differentiate between the needs of the business traveler and the leisure traveler.  	
27.07	Discuss when the business traveler becomes a leisure traveler.  	
27.08	Assess role of emerging technology in assisting the business traveler (e.g., cellular telephones, Global Positioning System [GPS] mapping devices, optical scanners, digital cameras, personal data assistants [PDA], wireless technology, etc.). 	
28.0	Research conservation and Green initiatives in the hospitality industry.  The student will be able to:	
28.01	Explain the Florida Green Lodging program (http://www.dep.state.fl.us/greenlodging). 	
28.02	List the requirements that must be met for a property to receive the Green certification.	
28.03	List the requirements for maintaining the Green certification.	
28.04	Research legislation regarding the Florida Green Lodging program and explain how state agencies are affected by this legislation.	
28.05	Explain LEED and how it affects the hospitality industry.	
29.0	Examine the principles of meetings, conventions, and event management. The student will be able to:	
29.01	Compare and contrast different types of meetings, conventions, and exhibitions.  	
29.02	Discuss factors affecting site selection.  	
29.03	Describe the role of the meeting planner.  	
29.04	Compare pure incentive travel to sales incentive travel.	
29.05	Differentiate between a destination selection company and a destination management company. 	
29.06	Compare the scope and segments of the convention market.	
29.07	Identify potential convention/event groups. 	
29.08	Identify company/corporate meetings. 	
29.09	Identify factors affecting convention/event site selection. 	
29.10	Compare convention/event sales techniques. 	
29.11	Identify the sales process. 	
29.12	Compare customer services. 	
29.13	Identify convention/event-servicing requirements. 	
30.0	Examine facts and principles related to the cruise industry.  The student will be able to:	
30.01	Classify modes of water transportation. 	
30.02	Recognize differences between the cruise industry and other forms of water transportation.  	
30.03	Explain the role of theme cruises in the cruise industry.  	
30.04	Discuss issues and trends in the cruise industry.  	
30.05	Recognize differences between shipboard and shoreside operations. 	
30.06	Discuss how to explain to a client the differences between brochure pricing and guaranteed price.  	
31.0	Examine facts and principles related to the air travel industry.  The student will be able to:	
31.01	Classify modes of air transportation.  	
31.02	Describe differences between types of aircraft.  	
31.03	Classify the levels of available air service.  	
31.04	Discuss issues and trends in the air travel industry.  	
31.05	Recognize differences between landside and airside operations.  	
31.06	Explain the configuration of an airplane.  	
31.07	Explain how the federal government retains authority to protect airline passengers and to police unfair practices.	
32.0	Examine facts and principles related to the ground travel industry.  The student will be able to:	
32.01	 Classify modes of ground transportation here and abroad.   	
32.02	 Classify rental car categories and discuss policies and procedures of rental car agencies.  	
32.03	 Classify the levels of available ground service. 	
32.04	 Discuss issues and trends in the ground travel industry.  	
33.0	Examine facts and principles related to the lodging industry.  The student will be able to:	
33.01	Classify types of lodging facilities.  	
33.02	Discuss major rating systems, codes, room types, and rates. 	
33.03	Recognize differences between front of the house and back of the house operations.	
33.04	Discuss issues and trends in the lodging industry. 	
34.0	Examine facts and principles related to leisure travel.  The student will be able to:	
34.01	Describe entertainment options for leisure travel. 	
34.02	Discuss issues and trends within the leisure travel industry.	
35.0	Describe the development of the tour package.  The student will be able to:	
35.01	Differentiate between types of tour packages and their components.  	
35.02	Compare advantages and disadvantages of types of tour packages. 	
35.03	Explain role of the tour operator.  	
35.04	Investigate customs and immigration laws, travel documentation, inoculations, and entry and exit fees for international travel (e.g., proof of citizenship, passports, visas, tourist cards).  	
35.05	Compare customer regulations involving articles free of U.S. Duty Tax, personal exemption, forbidden and restricted items, and duty-free ports.	
35.06	Identify terms and conditions that would appear on the back of a tour brochure.  	
35.07	Create a tour package illustrating the main stages of development. 	
36.0	Explain options for selling travel and tourism products.  The student will be able to:	
36.01	Describe primary functions of a retail travel agency.  	
36.02	Explain the role of the Airline Reporting Corporation (ARC) and International Air Transportation Network and discuss requirements for obtaining their approval.  	
36.03	Analyze methods agencies use to compensate travel consultants.  	
36.04	Evaluate role of professional/trade associations that support the travel and tourism industry.	
36.05	Discuss the evolving role of the travel consultant.  	
36.06	Compare and contrast those products sold by a retail travel agency, a wholesale travel agency, and over the Internet.  	
37.0	Create a sales promotion tool for a travel and tourism product.  The student will be able to:	
37.01	Recognize importance of using databases to identify target markets.	
37.02	Develop a sales promotion tool for a travel and tourism product (e.g., brochure, press release, radio spot, print ad, web site).  	
37.03	Develop a budget for the chosen sales promotion tool. 	
38.0	Develop a plan for a career in the travel and tourism industry.  The student will be able to:	
38.01	Assess careers in a variety of travel and tourism industries.	
38.02	Evaluate career opportunities available in the travel and tourism industry.	
38.03	Explain duties, skills, and knowledge needed by each of the identified professionals.  	
38.04	Research a travel and tourism career including a job description, educational requirements and training, benefit package, responsibilities, and job advancement opportunities.  	
38.05	Finalize a career portfolio including a financial plan for achieving education/career goal.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Special Notes

MyCareerShines is an interactive resource to assist students in identifying their ideal career and to enhance preparation for employment. Teachers are encouraged to integrate this resource into the program curriculum to meet the employability goals for each student.  Access MyCareerShines by visiting: www.mycareershines.org.

Career and Technical Student Organization (CTSO)

DECA, an association of marketing students (secondary) and Collegiate DECA (postsecondary) are the intercurricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program.  Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Students who choose the internship option must work a minimum of 150 hours to earn one credit.  Introduction to Hospitality and Tourism and Computer Technology for Travel and Tourism should be completed prior to enrollment in Hospitality and Tourism Internship.  Each student intern is required to have a job performance skills plan, signed by the student/intern, teacher, and employer.  This plan should include competencies developed through classroom experiences, a list of on-the-job duties and tasks to be performed, and identification of student performance standards.  The Hospitality and Tourism Internship may provide paid or non-paid work experience based on the needs of the student and availability of positions.

Basic Skills

In Career Certificate programs offered for 450 hours or more, in accordance with Rule 6A-10.040, F.A.C., the minimum basic skills grade levels required for postsecondary adult career and technical students to complete this program are:  Mathematics 9, Language 9, and Reading 9.  These grade level numbers correspond to a grade equivalent score obtained on a state designated basic skills examination.  

Adult students with disabilities, as defined in Section 1004.02(7), Florida Statutes, may be exempted from meeting the Basic Skills requirements (Rule 6A-10.040).  Students served in exceptional student education (except gifted) as defined in s. 1003.01(3)(a), F.S., may also be exempted from meeting the Basic Skills requirement.  Each school district and Florida College must adopt a policy addressing procedures for exempting eligible students with disabilities from the Basic Skills requirement as permitted in Section 1004.91(3), F.S.

Students who possess a college degree at the Associate of Applied Science level or higher; who have completed or are exempt from the college entry-level examination; or who have passed a state, national, or industry licensure exam are exempt from meeting the Basic Skills requirement (Rule 6A-10.040, F.A.C.) Exemptions from state, national or industry licensure are limited to the certifications listed on the Basic Skills and Licensure Exemption List which may be accessed from the CTE Program Resources page.

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml.