Common Planner
K–12 Standards

Hospitality and Tourism Management I (2024)

Other North Carolina CTE sets

Understand the structure of the hospitality and tourism industry.1.00

  • 1

    Understand the various hospitality and tourism industry sectors and segmentation of guests.1.01

    1. A

      Describe the origins of the hospitality and tourism industry and explain how it has changed over time. 1.01.A

      1. 1

        Development of lodging and transportation. 1.01.A.1

      2. 2

        Technological advancements.1.01.A.2

    2. B

      Describe the size and scope of the hospitality and tourism industry as a major employer. 1.01.B

    3. C

      Describe how market segmentation of guests is used for hospitality and tourism destinations. 1.01.C

      1. 1

        Demographic1.01.C.1

      2. 2

        Psychographic1.01.C.2

      3. 3

        Geographic1.01.C.3

      4. 4

        Behavioral1.01.C.4

      5. 5

        Social, Military, Educational, Religious, and Fraternal (SMERF)1.01.C.5

      6. 6

        Meetings, Incentives, Conferences, and Exhibitions (MICE)1.01.C.6

    4. D

      Categorize the sectors of the hospitality and tourism industry and the types of businesses operating in each sector.1.01.D

      1. 1

        Accommodations. 1.01.D.1

        1. a

          Bed and breakfasts1.01.D.1.a

        2. b

          Campsites1.01.D.1.b

        3. c

          Hostels1.01.D.1.c

        4. d

          Hotels1.01.D.1.d

        5. e

          Motels1.01.D.1.e

      2. 2

        Food and beverage.1.01.D.2

        1. a

          Cafeterias.1.01.D.2.a

        2. b

          Catering services1.01.D.2.b

        3. c

          Fast food1.01.D.2.c

        4. d

          Food trucks1.01.D.2.d

        5. e

          Restaurants1.01.D.2.e

        6. f

          Snack bars1.01.D.2.f

      3. 3

        Transportation1.01.D.3

        1. a

          Airplanes1.01.D.3.a

        2. b

          Buses1.01.D.3.b

        3. c

          Ferries1.01.D.3.c

        4. d

          Rental Cars1.01.D.3.d

        5. e

          Rideshare1.01.D.3.e

        6. f

          Trains1.01.D.3.f

      4. 4

        Attractions1.01.D.4

        1. a

          Museums1.01.D.4.a

        2. b

          Performing arts centers1.01.D.4.b

        3. c

          Recreational nature areas1.01.D.4.c

        4. d

          Sports arenas1.01.D.4.d

        5. e

          Theme parks1.01.D.4.e

    5. E

      Identify different ownership types within the hospitality and tourism industry. 1.01.E

      1. 1

        Independent business1.01.E.1

      2. 2

        Chain1.01.E.2

      3. 3

        Franchise1.01.E.3

      4. 4

        Managed business1.01.E.4

  • 2

    Understand the components of the lodging industry.1.02

    1. A

      Summarize the classifications of lodging properties. 1.02.A

      1. 1

        Type of service.1.02.A.1

        1. a

          Full service 1.02.A.1.a

        2. b

          Select service1.02.A.1.b

        3. c

          Limited service1.02.A.1.c

        4. d

          Luxury1.02.A.1.d

        5. e

          Boutique1.02.A.1.e

        6. f

          Resort1.02.A.1.f

        7. g

          Extended stay/residential1.02.A.1.g

        8. h

          Convention1.02.A.1.h

        9. i

          Timeshare1.02.A.1.i

      2. 2

        Specialty accommodations.1.02.A.2

        1. a

          Cruise ship1.02.A.2.a

        2. b

          Sharing economy1.02.A.2.b

        3. c

          Campground1.02.A.2.c

      3. 3

        Location1.02.A.3

        1. a

          Urban1.02.A.3.a

        2. b

          Suburban1.02.A.3.b

        3. c

          Highway1.02.A.3.c

        4. d

          Airport1.02.A.3.d

      4. 4

        Market segments1.02.A.4

        1. a

          Business1.02.A.4.a

        2. b

          Leisure1.02.A.4.b

        3. c

          Group/convention1.02.A.4.c

      5. 5

        Ownership1.02.A.5

        1. a

          Owner1.02.A.5.a

        2. b

          Independent1.02.A.5.b

        3. c

          Franchise1.02.A.5.c

        4. d

          Management Company1.02.A.5.d

    2. B

      Explain the rating systems used for lodging properties.1.02.B

      1. 1

        Industry ratings1.02.B.1

        1. a

          Diamond ratings from the American Automobile Association (AAA)1.02.B.1.a

        2. b

          Stay ratings1.02.B.1.b

        3. c

          HotelStars union1.02.B.1.c

      2. 2

        Guest experience ratings1.02.B.2

        1. a

          Guest survey1.02.B.2.a

        2. b

          User-generated content/online reviews1.02.B.2.b

    3. C

      Outline the responsibilities of key departments in a lodging property. 1.02.C

      1. 1

        Rooms Division1.02.C.1

        1. a

          Front office1.02.C.1.a

        2. b

          Housekeeping1.02.C.1.b

      2. 2

        Food and beverage 1.02.C.2

      3. 3

        Engineering/Security1.02.C.3

      4. 4

        Sales and marketing1.02.C.4

      5. 5

        Human resources1.02.C.5

      6. 6

        Finance/accounting1.02.C.6

      7. 7

        Other divisions1.02.C.7

        1. a

          IT1.02.C.7.a

        2. b

          Recreation1.02.C.7.b

        3. c

          Gaming/entertainment1.02.C.7.c

        4. d

          Spa1.02.C.7.d

        5. e

          Retail outlets1.02.C.7.e

        6. f

          Third-party vendors1.02.C.7.f

      8. 8

        Support staff1.02.C.8

  • 3

    Understand the food and beverage industry.1.03

    1. A

      Distinguish between the different segments of foodservice.1.03.A

      1. 1

        Commercial. 1.03.A.1

        1. a

          Full-service1.03.A.1.a

        2. b

          Quick-service1.03.A.1.b

        3. c

          Catering1.03.A.1.c

        4. d

          Food delivery1.03.A.1.d

        5. e

          Concession1.03.A.1.e

      2. 2

        Non-commercial1.03.A.2

        1. a

          Schools1.03.A.2.a

        2. b

          Healthcare facilities1.03.A.2.b

        3. c

          Private employers1.03.A.2.c

        4. d

          Government1.03.A.2.d

    2. B

      Outline department organization in the food and beverage industry. 1.03.B

      1. 1

        Front of the house1.03.B.1

        1. a

          Employees1.03.B.1.a

        2. b

          Responsibilities1.03.B.1.b

      2. 2

        Back of the house1.03.B.2

        1. a

          Employees1.03.B.2.a

        2. b

          Responsibilities1.03.B.2.b

      3. 3

        Communication between departments1.03.B.3

      4. 4

        Staff retention1.03.B.4

    3. C

      Identify the main styles of table service and how they are executed. 1.03.C

      1. 1

        Service styles1.03.C.1

        1. a

          Plated service 1.03.C.1.a

        2. b

          American service1.03.C.1.b

        3. c

          French service1.03.C.1.c

        4. d

          English service1.03.C.1.d

        5. e

          Russian service1.03.C.1.e

        6. f

          Buffet service1.03.C.1.f

        7. g

          Cafeteria service1.03.C.1.g

        8. h

          Drive-through service1.03.C.1.h

        9. i

          Over-the-counter service1.03.C.1.i

      2. 2

        Ghost kitchens1.03.C.2

    4. D

      List the steps in menu planning and design. 1.03.D

      1. 1

        Menu types1.03.D.1

        1. a

          Fixed1.03.D.1.a

        2. b

          Cyclical 1.03.D.1.b

        3. c

          À la carte1.03.D.1.c

        4. d

          Prix Fixe1.03.D.1.d

      2. 2

        Parts of a menu1.03.D.2

      3. 3

        Steps in menu planning1.03.D.3

      4. 4

        Menu design1.03.D.4

      5. 5

        Evaluation1.03.D.5

      6. 6

        Standardized recipes1.03.D.6

    5. E

      Explain how food and beverage operations are incorporating healthier food options. 1.03.E

      1. 1

        Nutrition1.03.E.1

      2. 2

        Healthy menu options1.03.E.2

      3. 3

        Dietary restrictions1.03.E.3

      4. 4

        Balance heathier options and cost1.03.E.4

  • 4

    Understand the elements of travel and tourism. 1.04

    1. A

      Compare different modes of travel.1.04.A

      1. 1

        Air travel1.04.A.1

      2. 2

        Train travel1.04.A.2

      3. 3

        Bus travel1.04.A.3

      4. 4

        Car travel1.04.A.4

      5. 5

        Water travel/Cruises1.04.A.5

        1. a

          Ocean1.04.A.5.a

        2. b

          River1.04.A.5.b

        3. c

          Adventure1.04.A.5.c

        4. d

          Luxury1.04.A.5.d

        5. e

          Amenities1.04.A.5.e

      6. 6

        Miscellaneous types of transportation1.04.A.6

        1. a

          Ride-sharing services1.04.A.6.a

        2. b

          Trolley ride1.04.A.6.b

        3. c

          Horse-drawn carriage1.04.A.6.c

        4. d

          Pedicab/rickshaw1.04.A.6.d

        5. e

          Gondola1.04.A.6.e

    2. B

      Categorize travel administration and documentation.1.04.B

      1. 1

        Airport regulatory agencies1.04.B.1

        1. a

          Transportation Security Administration (TSA)1.04.B.1.a

        2. b

          Federal Aviation Administration (FAA)1.04.B.1.b

        3. c

          International Airport Transportation Association (IATA)1.04.B.1.c

      2. 2

        Travel Documentation1.04.B.2

        1. a

          REAL ID1.04.B.2.a

        2. b

          Passport Book1.04.B.2.b

        3. c

          Passport card 1.04.B.2.c

        4. d

          Visa1.04.B.2.d

    3. C

      Describe the different methods for booking travel.1.04.C

      1. 1

        Online book websites1.04.C.1

      2. 2

        Travel agencies 1.04.C.2

    4. D

      Summarize the different reasons why people travel. 1.04.D

      1. 1

        Business tourism1.04.D.1

      2. 2

        Leisure tourism1.04.D.2

    5. E

      Classify tourism based on where people travel.1.04.E

      1. 1

        Domestic tourism1.04.E.1

      2. 2

        International tourism1.04.E.2

      3. 3

        Niche tourism1.04.E.3

        1. a

          Agritourism1.04.E.3.a

        2. b

          Heritage tourism1.04.E.3.b

        3. c

          Ecotourism1.04.E.3.c

        4. d

          Sustainable tourism1.04.E.3.d

        5. e

          Dark Tourism1.04.E.3.e

      4. 4

        Destination marketing increasing travel to a destination1.04.E.4

    6. F

      Explain how geography, seasonality, culture, and politics affect travel and tourism.1.04.F

      1. 1

        Political considerations1.04.F.1

      2. 2

        Environmental considerations1.04.F.2

      3. 3

        Social/cultural considerations1.04.F.3

      4. 4

        Technological considerations1.04.F.4

      5. 5

        Economic considerations1.04.F.5

      6. 6

        Legal considerations1.04.F.6

    7. G

      Identify personal factors that might influence a traveler to select a travel destination.1.04.G

      1. 1

        Personal motivation1.04.G.1

      2. 2

        Logistical motivation1.04.G.2

  • 5

    Understand the facets of attractions and event management.1.05

    1. A

      Explain how the attractions sector intersects with the hospitality and tourism industry. 1.05.A

      1. 1

        Impact on tourism.1.05.A.1

        1. a

          Increased need for hospitality sectors. 1.05.A.1.a

        2. b

          Increases employment1.05.A.1.b

        3. c

          Increase taxes 1.05.A.1.c

        4. d

          Destination marketing organizations (DMO)1.05.A.1.d

      2. 2

        Types of attractions1.05.A.2

        1. a

          Commercially-produced1.05.A.2.a

        2. 1

          Amusement parks1.05.A.2.a.1

        3. 2

          Theme parks1.05.A.2.a.2

        4. b

          Natural attractions1.05.A.2.b

        5. c

          Cultural attractions1.05.A.2.c

        6. d

          Events1.05.A.2.d

      3. 3

        Importance of infrastructure1.05.A.3

    2. B

      Distinguish between types of entertainment available to travelers. 1.05.B

      1. 1

        Resorts1.05.B.1

      2. 2

        Clubs1.05.B.2

        1. a

          Country1.05.B.2.a

        2. b

          Dining1.05.B.2.b

        3. c

          Yacht1.05.B.2.c

        4. d

          City1.05.B.2.d

      3. 3

        Gaming1.05.B.3

        1. a

          Land-based1.05.B.3.a

        2. b

          Riverboat1.05.B.3.b

        3. c

          Specialty1.05.B.3.c

    3. C

      Compare different types of meetings, conventions, and events. 1.05.C

      1. 1

        General Events1.05.C.1

        1. a

          Conventions1.05.C.1.a

        2. b

          Concerts1.05.C.1.b

        3. c

          Festivals1.05.C.1.c

        4. d

          Sporting events1.05.C.1.d

        5. e

          Wellness events1.05.C.1.e

        6. f

          Regional events1.05.C.1.f

        7. g

          E-sport events1.05.C.1.g

      2. 2

        Specific events1.05.C.2

        1. a

          Trade shows1.05.C.2.a

        2. b

          Consumer shows1.05.C.2.b

        3. c

          Conferences1.05.C.2.c

        4. d

          Incentive meetings1.05.C.2.d

        5. e

          Social/sports, Military, Educational, Religious, and Fraternal (SMERF)1.05.C.2.e

Understand safety and security challenges and safe food handling practices.2.00

  • 1

    Understand safety and security processes for employees and guests.2.01

    1. A

      Summarize the legal rights and responsibilities of guests and the lodging property. 2.01.A

      1. 1

        Innkeeper laws2.01.A.1

      2. 2

        Legal considerations2.01.A.2

        1. a

          Reasonable care2.01.A.2.a

        2. b

          Negligence2.01.A.2.b

        3. c

          Liability2.01.A.2.c

        4. d

          Protecting guest’s privacy2.01.A.2.d

    2. B

      Outline the organization of a security department.2.01.B

      1. 1

        Director of Security/Security manager2.01.B.1

      2. 2

        Security supervisor2.01.B.2

      3. 3

        Security officer2.01.B.3

      4. 4

        Role of all employees in security2.01.B.4

    3. C

      Identify safety and security challenges.2.01.C

      1. 1

        Human trafficking2.01.C.1

      2. 2

        Common Hazards and threats2.01.C.2

        1. a

          Biological 2.01.C.2.a

        2. 1

          Covid-192.01.C.2.a.1

        3. 2

          Bloodborne pathogens2.01.C.2.a.2

        4. b

          Chemical2.01.C.2.b

        5. 1

          Chemical spill2.01.C.2.b.1

        6. 2

          Gas leak2.01.C.2.b.2

        7. c

          Physical2.01.C.2.c

        8. 1

          Power outages2.01.C.2.c.1

        9. 2

          Noise pollution2.01.C.2.c.2

        10. d

          Natural2.01.C.2.d

        11. 1

          Weather2.01.C.2.d.1

        12. 2

          Wildfires2.01.C.2.d.2

        13. e

          Human2.01.C.2.e

        14. 1

          Theft2.01.C.2.e.1

        15. 2

          Disputes/violence2.01.C.2.e.2

      3. 3

        Capacity limits2.01.C.3

      4. 4

        Regulations and security issues2.01.C.4

      5. 5

        Loss prevention2.01.C.5

      6. 6

        Access control2.01.C.6

  • 2

    Understand solutions for safety and security challenges.2.02

    1. A

      Describe solutions for safety and security challenges.2.02.A

      1. 1

        Risk management2.02.A.1

        1. a

          Preventing slips, trips, and falls2.02.A.1.a

        2. b

          Fire hazards 2.02.A.1.b

        3. 1

          Fires and fire extinguishers2.02.A.1.b.1

        4. 2

          Avoiding burns2.02.A.1.b.2

        5. c

          Lifting and carrying safely2.02.A.1.c

        6. d

          Safety Audit2.02.A.1.d

      2. 2

        Loss prevention2.02.A.2

        1. a

          Key control2.02.A.2.a

        2. b

          Surveillance2.02.A.2.b

      3. 3

        Infrastructure needs2.02.A.3

      4. 4

        Emergency preparedness2.02.A.4

        1. a

          Emergency preparedness cycle2.02.A.4.a

        2. b

          Emergency response plan2.02.A.4.b

    2. B

      Interpret different methods hospitality and tourism industries use to protect employees and guests. 2.02.B

      1. 1

        Workplace safety2.02.B.1

        1. a

          Occupational Safety and Health Administration (OSHA) regulations2.02.B.1.a

        2. b

          Hazard Communication Standard (HCS)2.02.B.1.b

        3. c

          Safety data sheets 2.02.B.1.c

        4. d

          Personal protective equipment2.02.B.1.d

      2. 2

        Guest safety2.02.B.2

        1. a

          Key control2.02.B.2.a

        2. b

          Technology2.02.B.2.b

        3. c

          Emergency preparedness plans2.02.B.2.c

    3. C

      Summarize the functions of national and local government safety and security organizations. 2.02.C

      1. 1

        Fire department2.02.C.1

      2. 2

        Police department2.02.C.2

      3. 3

        Department of Health and Human Services (DHHS)2.02.C.3

      4. 4

        Department of Transportation (DOT)2.02.C.4

      5. 5

        Department of Homeland Security (DHS)2.02.C.5

  • 3

    Recognize practices to promote safe food handling.2.03

    1. A

      Describe the impacts of foodborne illness.2.03.A

      1. 1

        Criteria for a foodborne illness outbreak2.03.A.1

      2. 2

        Vulnerable populations2.03.A.2

        1. a

          Elderly people2.03.A.2.a

        2. b

          Preschool-aged children2.03.A.2.b

        3. c

          People with compromised immune systems2.03.A.2.c

      3. 3

        Costs of foodborne illness2.03.A.3

      4. 4

        Food and Drug Administration (FDA) Food Code implementation.2.03.A.4

    2. B

      Identify the most common sources of foodborne illness. 2.03.B

      1. 1

        Risk factors for food becoming unsafe2.03.B.1

      2. 2

        Hazards2.03.B.2

        1. a

          Biological contamination2.03.B.2.a

        2. 1

          Factors needed for bacteria to grow- Food, Acidity, Temperature, Time, Oxygen, Moisture (FATTOM)2.03.B.2.a.1

        3. 2

          Temperature danger zone (TDZ)2.03.B.2.a.2

        4. b

          Chemical contamination2.03.B.2.b

        5. c

          Physical contamination2.03.B.2.c

    3. C

      Identify how to prevent food handlers from contaminating food.2.03.C

Food handlers’ responsibilities2.03.C.a

  • a

    Food handlers’ responsibilities2.03.C.a

Personal cleanliness and work attire2.03.C.a.1

  • 1

    Personal cleanliness and work attire2.03.C.a.1

Steps of proper handwashing2.03.C.a.2

  • 2

    Steps of proper handwashing2.03.C.a.2

Glove use2.03.C.a.3

  • 3

    Glove use2.03.C.a.3

Time and temperature control2.03.C.b

  • b

    Time and temperature control2.03.C.b

Methods for safe food thawing2.03.C.c

  • c

    Methods for safe food thawing2.03.C.c

Cooking temperatures and times for different food products2.03.C.d

  • d

    Cooking temperatures and times for different food products2.03.C.d

Cooling methods 2.03.C.e

  • e

    Cooling methods 2.03.C.e

Hot and cold holding methods to prepare food for holding. 2.03.C.f

  • f

    Hot and cold holding methods to prepare food for holding. 2.03.C.f

Guidelines for foodservice workers to properly serve food.2.03.C.g

  • g

    Guidelines for foodservice workers to properly serve food.2.03.C.g

Cleaning vs. sanitizing2.03.C.h

  • h

    Cleaning vs. sanitizing2.03.C.h

Understand careers, CTSOs, employability, and technical skills in the hospitality and Tourism Management industry. 3.00

  • 1

    Understand career and CTSO opportunities in the Hospitality and Tourism Management pathway.3.01

    1. A

      Understand career opportunities Hospitality and Tourism Management pathway. 3.01.A

      1. 1

        Career research3.01.A.1

      2. 2

        High-wage, high-demand careers in pathway3.01.A.2

        1. a

          Local3.01.A.2.a

        2. b

          State3.01.A.2.b

        3. c

          National3.01.A.2.c

    2. B

      Understand opportunities in DECA. 3.01.B

      1. 1

        Skill development3.01.B.1

      2. 2

        Leadership3.01.B.2

      3. 3

        Service Learning3.01.B.3

      4. 4

        Competitive and professional development experiences3.01.B.4

    3. C

      Understand opportunities in Family Career and Community Leaders of America (FCCLA)3.01.C

      1. 1

        Skill development3.01.C.1

      2. 2

        Leadership3.01.C.2

      3. 3

        Service Learning3.01.C.3

      4. 4

        Competitive and professional development experiences 3.01.C.4

    4. D

      Understand opportunities in Future Business Leaders of America (FBLA)3.01.D

      1. 1

        Skill development3.01.D.1

      2. 2

        Leadership3.01.D.2

      3. 3

        Service Learning3.01.D.3

      4. 4

        Competitive and professional development experiences3.01.D.4

  • 2

    Apply durable employability skills needed in the hospitality and tourism industry.3.02

    1. A

      Explain the durable employability skills needed to be a successful hospitality and tourism employee.3.02.A

      1. 1

        Adaptability3.02.A.1

      2. 2

        Collaboration3.02.A.2

        1. a

          Leadership3.02.A.2.a

        2. b

          Teamwork3.02.A.2.b

      3. 3

        Communication3.02.A.3

        1. a

          Verbal and nonverbal3.02.A.3.a

        2. b

          Communication methods3.02.A.3.b

        3. c

          Active listening 3.02.A.3.c

        4. d

          Feedback3.02.A.3.d

      4. 4

        Critical thinking 3.02.A.4

        1. a

          Problem-solving skills3.02.A.4.a

        2. 1

          Identify the problem. 3.02.A.4.a.1

        3. 2

          Generate potential solutions.3.02.A.4.a.2

        4. 3

          Weigh the pros and cons of each solution.3.02.A.4.a.3

        5. 4

          Implement the best solution.3.02.A.4.a.4

        6. 5

          Evaluate the outcome.3.02.A.4.a.5

        7. b

          Conflict resolution3.02.A.4.b

        8. c

          Feedback3.02.A.4.c

      5. 5

        Empathy3.02.A.5

        1. a

          Nonverbal signals 3.02.A.5.a

        2. b

          Customer satisfaction3.02.A.5.b

        3. c

          Employee morale3.02.A.5.c

        4. d

          Diversity and inclusion3.02.A.5.d

        5. 1

          Avoiding stereotypes and biases3.02.A.5.d.1

        6. 2

          Developing cultural competence3.02.A.5.d.2

        7. 3

          Welcoming guests with disabilities3.02.A.5.d.3

        8. 4

          Preventing harassment3.02.A.5.d.4

        9. 5

          Working with people from different generations3.02.A.5.d.5

      6. 6

        Learners’ mindset 3.02.A.6

        1. a

          Keeping up with changes in the industry3.02.A.6.a

        2. b

          Life-long learner 3.02.A.6.b

      7. 7

        Personal responsibility3.02.A.7

        1. a

          Decision-making3.02.A.7.a

        2. b

          Health and wellness 3.02.A.7.b

        3. c

          Accountability3.02.A.7.c

    2. B

      Explain the professional expectations of employees in the hospitality and tourism environment.3.02.B

      1. 1

        Workplace etiquette3.02.B.1

        1. a

          Meeting behaviors 3.02.B.1.a

        2. b

          Phone behaviors3.02.B.1.b

        3. c

          Email behaviors 3.02.B.1.c

      2. 2

        Stress management3.02.B.2

      3. 3

        Time management3.02.B.3

        1. a

          Planning3.02.B.3.a

        2. b

          Goal setting3.02.B.3.b

        3. c

          Setting priorities3.02.B.3.c

        4. d

          Delegating3.02.B.3.d

  • 3

    Understand technical skills needed in the hospitality and tourism industry.3.03

    1. A

      Show technical skills needed for employees in the hospitality and tourism industry.3.03.A

      1. 1

        Academic skills3.03.A.1

        1. a

          Math3.03.A.1.a

        2. b

          Language3.03.A.1.b

        3. c

          Analytics3.03.A.1.c

      2. 2

        Computer skills3.03.A.2

        1. a

          Using computer basics3.03.A.2.a

        2. 1

          Information systems 3.03.A.2.a.1

        3. 2

          Communication devices3.03.A.2.a.2

        4. b

          Using software 3.03.A.2.b

        5. 1

          Word processing3.03.A.2.b.1

        6. 2

          Spreadsheets3.03.A.2.b.2

        7. 3

          Presentation3.03.A.2.b.3

        8. 4

          Database3.03.A.2.b.4

        9. 5

          Electronic file storage3.03.A.2.b.5

        10. c

          Using internet and email 3.03.A.2.c

        11. 1

          Calendar management3.03.A.2.c.1

        12. 2

          Contact management3.03.A.2.c.2

        13. 3

          Social media3.03.A.2.c.3

        14. d

          Providing security 3.03.A.2.d

        15. 1

          Privacy solutions3.03.A.2.d.1

        16. 2

          Security guidelines 3.03.A.2.d.2

        17. 3

          Abuses of information3.03.A.2.d.3

        18. 4

          Suspicious threats3.03.A.2.d.4

        19. 5

          Passwords3.03.A.2.d.5

        20. 6

          Secure websites3.03.A.2.d.6

    2. B

      Explain certificates and degrees for hospitality and tourism management. 3.03.B

      1. 1

        Training3.03.B.1

        1. a

          Hotel management3.03.B.1.a

        2. b

          Meeting and event management3.03.B.1.b

        3. c

          Hospitality administration and management3.03.B.1.c

        4. d

          Business administration and management3.03.B.1.d

      2. 2

        Industry certifications3.03.B.2

        1. a

          American Hotel and Lodging Education Institute (AHLEI) Certified Guest Service Professional3.03.B.2.a

        2. b

          American Hotel and Lodging Education Institute (AHLEI) Certified hotel Administrator3.03.B.2.b

Understand concepts of exceptional guest services.4.00

  • 1

    Understand how customer service impacts the guest experience.4.01

    1. A

      Summarize guests’ needs and wants to meet and exceed their expectations. 4.01.A

      1. 1

        Maslow’s hierarchy of needs4.01.A.1

        1. a

          Physiological4.01.A.1.a

        2. b

          Safety4.01.A.1.b

        3. c

          Love and belonging4.01.A.1.c

        4. d

          Esteem4.01.A.1.d

        5. e

          Self-actualization4.01.A.1.e

      2. 2

        Identifying guests needs4.01.A.2

        1. a

          Primary research4.01.A.2.a

        2. b

          Secondary research4.01.A.2.b

      3. 3

        Emotional intelligence4.01.A.3

        1. a

          Self-awareness4.01.A.3.a

        2. b

          Self-regulation4.01.A.3.b

        3. c

          Social skills4.01.A.3.c

        4. d

          Empathy4.01.A.3.d

        5. e

          Motivation4.01.A.3.e

    2. B

      Interpret the needs and wants of guests throughout the guest experience cycle and the importance of satisfying and exceeding their expectations. 4.01.B

      1. 1

        The guest experience cycle4.01.B.1

        1. a

          Pre-arrival 4.01.B.1.a

        2. b

          Arrival4.01.B.1.b

        3. c

          Occupancy4.01.B.1.c

        4. d

          Departure4.01.B.1.d

        5. e

          Post-departure4.01.B.1.e

        6. f

          Recovery4.01.B.1.f

      2. 2

        Satisfying guests needs4.01.B.2

        1. a

          Moments of truth4.01.B.2.a

        2. b

          Quality guest service4.01.B.2.b

        3. c

          Cost of error4.01.B.2.c

        4. d

          Delivering exceptional service4.01.B.2.d

  • 2

    Understand the employee role and impact on reputation management.4.02

    1. A

      Explain how employee empowerment contribute to the guest experience. 4.02.A

      1. 1

        Empowerment is the ability for a front of the house employee to make decisions on behalf of the guest, with support from management.4.02.A.1

      2. 2

        Service recovery is the process of correcting errors in a guest service experience. 4.02.A.2

      3. 3

        Service recovery models for resolving guest issues. 4.02.A.3

        1. a

          Hear, Empathize, Apologize, Resolve, Diagnose (HEARD)4.02.A.3.a

        2. b

          Listen, Empathize, Acknowledge, React, Notify (LEARN) 4.02.A.3.b

        3. c

          Greet, Understand, Empathize, Suggest solve, Track (GUEST)4.02.A.3.c

    2. B

      Discuss reputation management and the tools used to measure guest satisfaction. 4.02.B

      1. 1

        Measuring guest satisfaction4.02.B.1

      2. 2

        Online reviews4.02.B.2

        1. a

          Influencers4.02.B.2.a

        2. b

          Guest feedback4.02.B.2.b

    3. C

      Explain the importance of housekeeping employees in the guest experience.4.02.C

      1. 1

        Guest relations4.02.C.1

      2. 2

        Safety and security4.02.C.2

      3. 3

        Green practices4.02.C.3

    4. D

      Demonstrate Certified Guest Service Professional competencies.4.02.D

      1. 1

        Recovery4.02.D.1

      2. 2

        Personalization4.02.D.2

      3. 3

        Knowledge4.02.D.3

      4. 4

        Passion4.02.D.4

      5. 5

        Commitment4.02.D.5

      6. 6

        Inclusion4.02.D.6

      7. 7

        Personality4.02.D.7

  • 3

    Understand the use of technology used in customer service.4.03

    1. A

      Identify the benefits of technology for hospitality and tourism operations to deliver exceptional guest experience. 4.03.A

      1. 1

        Efficiency4.03.A.1

      2. 2

        Automation4.03.A.2

      3. 3

        Customization4.03.A.3

      4. 4

        Cost reduction4.03.A.4

      5. 5

        Reservations4.03.A.5

    2. B

      Describe types of technology used for customer satisfaction.4.03.B

      1. 1

        Kiosk check in/out4.03.B.1

      2. 2

        Key cards or smart devices4.03.B.2

      3. 3

        Online reservation4.03.B.3

      4. 4

        Travel updates4.03.B.4

      5. 5

        Mobile apps/smart technology4.03.B.5

      6. 6

        Customizable interactive maps4.03.B.6

      7. 7

        Robots4.03.B.7

      8. 8

        Chatbots4.03.B.8

      9. 9

        Quick Response (QR)4.03.B.9

      10. 10

        Virtual tours4.03.B.10

      11. 11

        Virtual queues4.03.B.11

      12. 12

        Contactless payments4.03.B.12

      13. 13

        Internet of things (IoT)4.03.B.13

Understand trends in the hospitality and tourism industry and the economic, environmental, and social impacts. 5.00

  • 1

    Understand the economic impact of hospitality and tourism.5.01

    1. A

      Understand factors of production as the resources people use to produce goods and services to build the economy. 5.01.A

      1. 1

        Land is any natural resource used to produce goods and services.5.01.A.1

      2. 2

        Labor is the effort that people contribute to the production of goods and services.5.01.A.2

      3. 3

        Capital is the machinery, tools, and buildings humans use to produce goods and services. 5.01.A.3

      4. 4

        Entrepreneurship is innovators who use land, labor, and capital to develop new goods and serves. 5.01.A.4

    2. B

      Understand factors that affect an economy to plan for the future of the hospitality and tourism industry.5.01.B

      1. 1

        Supply and demand5.01.B.1

      2. 2

        Weather/natural disasters5.01.B.2

      3. 3

        Health crises5.01.B.3

      4. 4

        Politics5.01.B.4

      5. 5

        Current trends5.01.B.5

      6. 6

        Exchange rates5.01.B.6

    3. C

      Summarize the economic impact of the business cycle on the hospitality and tourism industry on the local, state, national, and global scale.5.01.C

      1. 1

        Expansion5.01.C.1

      2. 2

        Peak5.01.C.2

      3. 3

        Recovery5.01.C.3

      4. 4

        Recession5.01.C.4

      5. 5

        Depression5.01.C.5

      6. 6

        Trough5.01.C.6

      7. 7

        Measurements of an economy to identify business cycles. 5.01.C.7

        1. a

          Real Gross Domestic Product (GDP)5.01.C.7.a

        2. b

          Productivity5.01.C.7.b

        3. c

          Inflation rate5.01.C.7.c

        4. d

          Unemployment rate5.01.C.7.d

        5. e

          Standard of living5.01.C.7.e

        6. f

          Discretionary income5.01.C.7.f

    4. D

      Exemplify the impact of hospitality and tourism on the economy. 5.01.D

      1. 1

        Large scale economic impact is when destinations grow to keep up with the number of new visitors. 5.01.D.1

      2. 2

        Small scale economic is when smaller destinations see an increase in businesses during peak seasons providing employment for local residents and increase local tax base.5.01.D.2

      3. 3

        Limiting the impact of Overtourism or Undertourism to destinations.5.01.D.3

    5. E

      Understand the tourism multiplier effect and the impact on an economy. 5.01.E

      1. 1

        Direct impact5.01.E.1

        1. a

          Employment-availability of jobs. 5.01.E.1.a

        2. b

          Tourism spending of discretionary income 5.01.E.1.b

        3. c

          Taxes5.01.E.1.c

      2. 2

        Indirect impact 5.01.E.2

        1. a

          Supply chain effects5.01.E.2.a

        2. b

          Industries impacted because of tourism dollars- agriculture, public safety.5.01.E.2.b

      3. 3

        Induced impact is employee spending locally.5.01.E.3

      4. 4

        Seasonality of tourism as a challenge to the multiplier effect.5.01.E.4

  • 2

    Understand environmental impacts of the hospitality and tourism industry. 5.02

    1. A

      Describe the environmental impacts of the hospitality and tourism industry. 5.02.A

      1. 1

        Pollution5.02.A.1

        1. a

          Air emissions5.02.A.1.a

        2. b

          Noise5.02.A.1.b

        3. c

          Water5.02.A.1.c

        4. d

          Land5.02.A.1.d

      2. 2

        Loss of green space5.02.A.2

      3. 3

        Damage to natural or historical sites5.02.A.3

      4. 4

        Natural disasters5.02.A.4

      5. 5

        Climate5.02.A.5

        1. a

          Warm winter5.02.A.5.a

        2. b

          Cold winter5.02.A.5.b

        3. c

          Spring5.02.A.5.c

        4. d

          Summer5.02.A.5.d

        5. e

          All season5.02.A.5.e

        6. f

          Rainy season5.02.A.5.f

        7. g

          Dry season5.02.A.5.g

      6. 6

        Seasonality5.02.A.6

        1. a

          Peak5.02.A.6.a

        2. b

          Off peak5.02.A.6.b

    2. B

      Explain how the hospitality and tourism industry diminishes negative impacts on the environment. 5.02.B

      1. 1

        Sustainability5.02.B.1

      2. 2

        Corporate social responsibility 5.02.B.2

      3. 3

        Green initiatives 5.02.B.3

      4. 4

        Regulations5.02.B.4

        1. a

          Environmental Protection Agency (EPA)5.02.B.4.a

        2. b

          Smoking ordinances 5.02.B.4.b

  • 3

    Understand social impacts of the hospitality and tourism industry.5.03

    1. A

      Explain the positive and negative social impacts of hospitality and tourism.5.03.A

      1. 1

        Crime rates5.03.A.1

      2. 2

        Social changes5.03.A.2

      3. 3

        Heritage5.03.A.3

      4. 4

        Preserving culture5.03.A.4

      5. 5

        Standardization5.03.A.5

      6. 6

        Commercialization5.03.A.6

      7. 7

        Discrimination/diversity5.03.A.7

      8. 8

        Revitalization5.03.A.8

      9. 9

        Infrastructure5.03.A.9

    2. B

      Classify the positive and negative social impacts of hospitality and tourism at each level.5.03.B

      1. 1

        Local5.03.B.1

      2. 2

        State5.03.B.2

      3. 3

        National5.03.B.3

      4. 4

        Global5.03.B.4

  • 4

    Understand trends in the hospitality and tourism industry. 5.04

    1. A

      Summarize trends in the hospitality and tourism industry. 5.04.A

      1. 1

        Safety5.04.A.1

      2. 2

        Hygiene5.04.A.2

      3. 3

        Sustainability5.04.A.3

      4. 4

        Smart technology5.04.A.4

      5. 5

        Artificial intelligence5.04.A.5

      6. 6

        Virtual reality5.04.A.6

      7. 7

        Augmented reality5.04.A.7

      8. 8

        Local experiences 5.04.A.8

      9. 9

        Unique brand experiences5.04.A.9

      10. 10

        Mobile check-in services5.04.A.10

      11. 11

        Customer recognition5.04.A.11

      12. 12

        Going touchless5.04.A.12

      13. 13

        Cloud migration5.04.A.13

    2. B

      Foresee thought processes in the hospitality and tourism industry. 5.04.B

      1. 1

        Globalization5.04.B.1

      2. 2

        Competition5.04.B.2

      3. 3

        Increased demand5.04.B.3

      4. 4

        Adaptability5.04.B.4

      5. 5

        Change5.04.B.5

Frequently asked questions

What grade levels do these standards cover?
Grade 9, Grade 10, Grade 11, and Grade 12

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