What grade levels do these standards cover?

Grade 9, Grade 10, Grade 11, and Grade 12

K–12 Standards

Hospitality Management
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Business LawBL

Acquire knowledge of commerce laws and regulations to continue business operations.
1. 1
  Explain the nature of regulations affecting the hospitality and tourism industryBL:065

Customer RelationsCR

Foster positive relationships with customers to enhance sales.
1. 1
  Explain the importance of meeting and exceeding customer/guest expectationsCR:067
2. 2
  Anticipate unspoken customer needsCR:053
3. 3
  Accommodate special needs/specific requests of customersCR:054
4. 4
  Process customer/guest ordersCR:021
5. 5
  Identify strategies to manage customer experience during peaks in demandCR:038
6. 6
  Maintain service standards during peaks in demandCR:039
Resolve conflicts with/for customers to encourage repeat business.
1. 7
  Describe customer-service challenges in the hospitality and tourism industryCR:043
2. 8
  Resolve hospitality and tourism related conflicts for customersCR:044
3. 9
  Explain the nature of guest recoveryCR:045
Reinforce company's image to exhibit the company's brand promise.
1. 10
  Explain the nature of customer service in the hospitality and tourism industryCR:049
2. 11
  Identify factors affecting customer-service practices in hospitality and tourismCR:051
3. 12
  Identify factors associated with positive customer experiencesCR:052
4. 13
  Deliver positive moments of truthCR:055

Emotional IntelligenceEI

Develop personal traits to foster career advancement.
1. 1
  Describe personal traits important to success in hospitality and tourismEI:090

Market PlanningMP

Select target market appropriate for product/business to obtain the best return on marketing investment (ROMI).
1. 1
  Explain the concept of market and market identificationMP:003
2. 2
  Identify ways to segment hospitality and tourism marketsMP:035

Information ManagementNF

Utilize information-technology tools to manage and perform work responsibilities.
1. 1
  Explain ways that technology impacts the hospitality and tourism industryNF:060
Acquire information to guide business decision-making.
1. 2
  Explain the need for hospitality and tourism business informationNF:279
2. 3
  Describe current issues and trends in the hospitality and tourism industryNF:048
Collect secondary business data to ensure accuracy and adequacy of information for hospitality and tourism decision-making.
1. 4
  Obtain business information from customer databasesNF:284

OperationsOP

Implement safety procedures to minimize loss.
1. 1
  Handle emergency situations in hospitality and tourismOP:119
2. 2
  Provide first-aidOP:657
Implement security policies/procedures to minimize chance for loss.
1. 3
  Explain security considerations in the hospitality and tourism industryOP:115
2. 4
  Identify credit card fraud prevention methodsOP:653
3. 5
  Explain the nature of identity theft controlsOP:654
Acquire foundational knowledge of distribution to understand its role and function.
1. 6
  Explain the nature and scope of distributionOP:522
2. 7
  Explain the concept of place (distribution) in the hospitality and tourism industryOP:529
3. 8
  Explain the relationship between customer service and distributionOP:523

Professional DevelopmentPD

Acquire industry knowledge to aid in making career choices.
1. 1
  Describe the nature of the hospitality and tourism industryPD:111
2. 2
  Describe the development of the hospitality and tourism industryPD:105
3. 3
  Explain the roles and responsibilities of hospitality and tourism organizationsPD:398
Acquire information about hospitality and tourism to aid in making career choices.
1. 4
  Explain career opportunities in hospitality and tourismPD:272

PricingPI

Develop a foundational knowledge of pricing to understand its role.
1. 1
  Explain the nature and scope of the pricing functionPI:001
2. 2
  Explain the concept of price in the hospitality and tourism industryPI:029

Product/Service ManagementPM

Acquire a foundational knowledge of product/service management to understand its nature and scope.
1. 1
  Explain the concept of product in the hospitality and tourism industryPM:081
2. 2
  Explain the nature and scope of the product/service management functionPM:001
Apply quality assurances to enhance product/service offerings.
1. 3
  Explain guarantees in hospitality and tourismPM:314
Employ product-mix strategies to meet customer expectations.
1. 4
  Describe services offered by the hospitality and tourism industryPM:095
2. 5
  Explain the concept of product mixPM:003
3. 6
  Describe the nature of product bundlingPM:041
Position company to acquire desired business image.
1. 7
  Explain the nature of corporate brandingPM:206
2. 8
  Describe the role of customer voice in hospitality and tourism brandingPM:317
Position products/services to acquire desired business image.
1. 9
  Explain the nature of product/service brandingPM:021
2. 10
  Communicate core values of product/servicePM:214

PromotionPR

Acquire a foundational knowledge of promotion to understand its nature and scope.
1. 1
  Explain the role of promotion as a marketing functionPR:001
2. 2
  Explain the types of promotion (i.e., institutional, product)PR:002
3. 3
  Identify the elements of the promotional mixPR:003
4. 4
  Describe the concept of promotion in the hospitality and tourism industryPR:121
5. 5
  Explain promotional methods used by the hospitality and tourism industryPR:082

SellingSE

Acquire a foundational knowledge of selling to understand its nature and scope.
1. 1
  Explain the nature and scope of the selling functionSE:017
2. 2
  Explain the role of customer service as a component of selling relationshipsSE:076
3. 3
  Explain company selling policiesSE:932
Acquire product knowledge to communicate product benefits and to ensure appropriateness of product for the customer.
1. 4
  Acquire product information for use in sellingSE:062
Understand sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.
1. 5
  Explain the selling processSE:048
Employ sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.
1. 6
  Establish relationship with hospitality and tourism customer/guestSE:499
2. 7
  Determine hospitality and tourism customer/guest needsSE:500
3. 8
  Explain factors that motivate people to choose a hospitality and tourism siteSE:220
4. 9
  Recommend hospitality and tourism servicesSE:221
Implement support activities to facilitate the selling process.
1. 10
  Process telephone orders in hospitality and tourismSE:477
2. 11
  Process special orders in hospitality and tourismSE:478
3. 12
  Sell gift certificates in hospitality and tourismSE:479
Collect payment from customer to complete customer transaction.
1. 13
  Process complimentary offers and coupons/discountsSE:149
2. 14
  Process sales transactions (e.g., cash, credit, check)SE:329

Frequently asked questions

What grade levels do these standards cover?: Grade 9, Grade 10, Grade 11, and Grade 12
Where can I read the official document?: MO Hospitality Management

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