CLUSTERHuman Services

CONCENTRATIONTravel and Tourism Management

WVEIS CODE1210

ONET19-1031.03 - Park Naturalists

39-7011.00 - Tour Guides and Escorts

13-1121.00 - Meeting, Convention, and Event Planners

43-4181.00 - Reservation and Transportation Ticket Agents and Travel Clerks

39-9032.00 - Recreation Workers

Sample of job titles upon completion of the concentration: Tour Guide, Docent, Historical Interpreter, Museum Guide, Interpreter, Discovery Guide, Guide, Museum Educator, Science Interpreter, Recreation Supervisor, Activities Director, Activities Assistant, Recreation Assistant, Activity Aide, Activity Assistant, Activity Director, Program Assistant, Recreation Specialist, Activities Coordinator,

Reservations Agent, Customer Service Agent, Customer Service Representative Station Agent, Tour Sales Representative

Sample of job titles with additional education:Park Naturalist, Environmental Education Specialist, Park Interpretive Specialist, Park Activities Coordinator, Park Manager,Conference Services Manager, Catering Manager, Events Manager, Conference Planner, Director of Events, Event Manager

INDUSTRY CREDENTIALS

Guest Service Gold

REQUIRED COURSES

WVEIS CodeCourse

7663 Travel West Virginia

1211 Foundation of Travel and Tourism

1212 Event Management and Operations

1015 Hospitality Services (A)

or

0437 Hospitality & Tourism Marketing (B)

SKILL SETS

1

Career Preparation Skills

Safety

Leadership Development

Customer Service

Hospitality Industry

Impact of Tourism in West Virginia

Pride in the State of West Virginia

West Virginia’s Economic, Physical, Social, and Cultural Landscape

Economic Opportunities in Regions of West Virginia

Professional and Consumer Roles in West Virginia Tourism

Role of Business Innovation in West Virginia Tourism

Careers in the Hospitality and Tourism Industry

Ethics and Professionalism

Overview of Tourism Industry

Impact of Tourism

Interaction with Guests

Operations

Lodging

The Restaurant Business

Managed Services

Parks, Recreation and Tourism

Gaming Entertainment

Meetings, Conventions and Expos

Special Events

Management Leadership

Hospitality Marketing

Human Resources

Finances and Cost Controls

Guest Reservations and Travel Information

1

1

Skill set standards for Career Preparation Skills, Workplace Safety, Leadership Development, Customer Serviceshould be integrated throughout the concentration as remaining skill sets are delivered.

Skill Set Standard / Career Preparation Skills
Knowledge Objectives / Students will demonstrate knowledge of
  • career paths.
  • goal development and achievement.
  • attitudes and work habits that support career retention and advancement.
  • personal qualities and abilities needed to be effective with children.
  • communication in varied contexts.

Performance Objectives / Students will
  • relate skills and abilities to possible career pathways.
  • explain methods of goal development.
  • discuss methods of time management and task coordination.
  • practice professionalism in punctuality, appropriate dress, task completion, etc.
  • investigate methods of supervision such as giving and receiving feedback and instruction.
  • develop and present a statement of their personal work ethic beliefs.
  • prepare an application, cover letter, resume and thank you letter.
  • create an employment portfolio for use when applying for projects.

Skill Set Standard / Safety
Knowledge Objectives / Students will demonstrate knowledge of
  • basic first aid concepts/procedures in the hospitality industry.
  • proper procedures in prevention of workplace injuries.

Performance Objectives / Students will
  • analyze the legal responsibility to provide a safe environment.
  • discuss the role of OSHA (Occupational Safety and Health Administration) regulations in the industry.
  • examine ways to use protective clothing and equipment to prevent injuries.

Skill Set Standard / Leadership Development
Knowledge Objectives / Students will demonstrate knowledge of
  • public speaking.
  • parliamentary law.
  • leadership concepts.
  • characteristics of effective teams and organizations.

Performance Objectives / Students will
  • develop and deliver speeches.
  • participate in business meetings.
  • attend leadership conferences and training (local, state and/or national).
  • volunteer in community service opportunities.
  • participate in career development events.

Skill Set Standard / Customer Service
Knowledge Objectives / Students will demonstrate knowledge of
  • skills and procedures in customer and guest services.
  • interpersonal skills to build effective working relationships.
  • social perceptiveness by being aware of others' reactions and understanding why they react as they do.

Performance Objectives / Students will
  • assess customer needs.
  • meet quality standards for service.
  • evaluate customer satisfaction.
  • demonstrate concern for others.
  • use good manners and show cooperation.
  • work with diverse people by being flexible and open-minded.
  • negotiate with others to resolve conflicts and settle disputes.
  • maintain open communication with others.
  • accurately interpret the verbal and non-verbal behaviors of others;
  • base actions appropriately.
  • respect diversity by demonstrating respect for, listening to, and considering
the opinions, perspectives, customs, and individual differences of others.

Travel West Virginia 7663

Skill Set Standard / Impact of Tourism in West Virginia
Knowledge Objectives / Students will demonstrate knowledge of
  • why West Virginia is a prime tourist destination.
  • the roles of the CVB, WVHTA, and West Virginia’s Division of Tourism.
  • the reasons people travel.
  • internal and external factors that motivate people to travel.
  • what factors impact tourism.
  • the elements of infrastructure.
  • the importance of tourism to West Virginia’s economy.

Performance Objectives / Students will
  • interpret data regarding tourism in West Virginia.
  • categorize types of tourism available in West Virginia.
  • research West Virginia’s infrastructure and its importance in developing tourism in West Virginia.
  • analyze the relationship between employee attitude, appearance, and actions and guest or customer satisfaction.
  • complete the training for the certificate of recognition in West Virginia Welcome.

Skill Set Standard / Pride in the State of West Virginia
Knowledge Objectives / Students will demonstrate knowledge of
  • the differences between stereotypes and prejudice.
  • stereotypes used to describe West Virginia.
  • the effects of prejudice on the reputation of West Virginia.
  • examples of positive and negative stereotyping of West Virginia.

Performance Objectives / Students will
  • research the effectiveness of slogans the promote West Virginia.
  • propose strategies to increase a positive view of West Virginia.

Skill Set Standard / West Virginia’s Economic, Physical, Social,
and Cultural Landscape
Knowledge Objectives / Students will demonstrate knowledge of
  • the physical geography of West Virginia that supports tourism.
  • West Virginia’s tourist regions from maps, pictures, charts and graphs.

Performance Objectives / Students will
  • locate the tourist regions of West Virginia on a map.
  • locate ten places of cultural significance in West Virginia.
  • locate ten places of economic significance in West Virginia that are nature based related to Parks, Recreation and Tourism.
  • locate ten places of recreational interest in West Virginia that are man-made in each of the tourism regions.
  • categorize historical/geographic places of interest in each of the tourism regions.
  • categorize historical places of interest by time period in each of the tourism regions.

Skill Set Standard / Economic Opportunities in the Regions of West Virginia
Knowledge Objectives / Students will demonstrate knowledge of
  • categories of businesses affected by tourism.
  • the impact of tourism on select businesses.
  • the impact of interstate highways on the economic development of West Virginia.
  • reasons businesses locate in specific areas.
  • the role of lodging and restaurants to the promotion of tourism.
  • historical structures that have been used for economic development in West Virginia.

Performance Objectives / Students will
  • chart the strengths and weaknesses of each of the tourist regions.
  • categorize the industries and products that are most important to West Virginia’s economy.
  • evaluate the economic impact of special events such as fairs, festivals, etc.
  • examine how an increase or decrease in tourism affects businesses.
  • evaluate the importance of natural and historical preservation versus economic progress.

Skill Set Standard / Professional and Consumer Roles in West Virginia Tourism
Knowledge Objectives / Students will demonstrate knowledge of
  • regulations relative to various travel and tourism industries, i.e. boating, hunting and fishing.
  • customer service roles in the hospitality industry.
  • recreational facilities to meet consumer needs.
  • fares and fees of travel, lodging, meals, taxes and miscellaneous costs.

Performance Objectives / Students will
  • plan vacations for customers when given various scenarios.
  • complete appropriate forms as a professional or a consumer.
  • role play customer service scenarios.
  • problem solve case studies of tourism situations.

Skill Set Standard / Role of Business Innovation in West Virginia Tourism
Knowledge Objectives / Students will demonstrate knowledge of
  • the factors that make tourism a product or a service.
  • the role of marketing in West Virginia tourism.
  • how increased tourism brings added demands on public facilities/services.
  • desirable entrepreneurial personality traits.
  • hospitality and tourism business innovations that are related to career/technical programs of studies.
  • entrepreneurial opportunities in venture creation.

Performance Objectives / Students will
  • evaluate information from a variety of sources to assess marketing needs for the local tourism region.
  • formulate a marketing strategy in digital and social networking for a new hospitality or tourism business in the local region.
  • prepare a summary of a business idea in tourism.
  • defend a need for a business idea in tourism.
  • relate the business to the current infrastructure.
  • create a facility design of a tourism business idea.
  • prepare advertising element for the business idea.
  • prepare a presentation about the business idea.

Skill Set Standard / Careers in the Hospitality and Tourism Industry
Knowledge Objectives / Students will demonstrate knowledge of
  • careers in the hospitality/tourism industry.
  • careers in hospitality/tourism according to income levels.
  • how careers in hospitality/tourism can change over time.
  • opportunities for entrepreneurism in West Virginia.
  • career opportunities in each of the tourism regions.
  • the role an employee fills in promoting tourism.
  • the benefits of a career in hospitality/tourism.
  • opportunities for employment in the hospitality/tourism industry in West Virginia.

Performance Objectives / Students will
  • organize a complete job search in a specific hospitality/tourism career field.
  • develop a presentation about a career option in hospitality in West Virginia.
  • develop a portfolio for use with applying for internships and work-based learning opportunities in hospitality, tourism, and recreation careers.
  • demonstrate job seeking and job keeping skills.

Skill Set Standard / Ethics and Professionalism
Knowledge Objectives / Students will demonstrate knowledge of
  • how to identify an ethical issue.
  • ethical behavior and positive leadership while working collaboratively in the school and/or community.
  • critical thinking and ethical standards.
  • how to adapt to new situations by considering multiple perspectives.

Performance Objectives
.
/ Students will
  • create information for oral, written, and multimedia communications, adhering to copyright laws.
  • demonstrate teamwork skills in school, community and workplace settings.
  • apply communication skills in school, community and workplace settings.
  • demonstrate professional and ethical collaborative relationships in teams.
  • apply time and work management skills to facilitate service tasks.
  • evaluate strategies in order to independently solve problems.
  • model legal and ethical behaviors.
  • evaluate alternative actions.
  • apply critical thinking and ethical standards when making judgments and taking action.
  • reflect on outcomes.

Foundation of Travel and Tourism WVEIS 1211

Skill Set Standard / Overview of Tourism Industry
Knowledge Objectives / Students will demonstrate knowledge of
  • the travel and tourism industry.
  • the role customer service plays in the success of hospitality.

Performance Objectives / Students will
  • examine employment opportunities in the hospitality industry.
  • discuss the relationship between hospitality and tourism.
  • examine qualities and characteristics of the tourism industry.
  • explain importance of service to the tourism industry.
  • contrast the nature of the tourism industry with other industry sectors.
  • discuss how shift work plays a part in the tourism industry.

Skill Set Standard / Impact of Tourism
Knowledge Objectives / Students will demonstrate knowledge of
  • qualities and characteristics of tourism.
  • the economic impacts of tourism.
  • the social and cultural impacts of tourism.

Performance Objectives / Students will
  • discuss the meaning of tourism.
  • research tourism organizations.
  • outline areas of economic impact from tourism.
  • research how tourism is promoted.
  • outline why people travel and choose destinations.
  • discuss society’s and culture’s impact on tourism.
  • prepare a presentation on ecotourism.

Skill Set Standard / Interaction with Guests
Knowledge Objectives / Students will demonstrate knowledge of
  • types of interactions with tourists and guests.
  • appropriate guidelines for working with guests.

Performance Objectives / Students will
  • describe tour points of interest to group members, and respond to questions.
  • escort individuals or groups on, sightseeing tours, or through places of interest.
  • conduct educational activities for school children.
  • monitor visitors' activities to ensure compliance with establishment or tour regulations and safety practices.
  • provide directions and other pertinent information to visitors.
  • greet and register visitors, and issue any required identification badges or safety devices.
  • distribute brochures, show audiovisual presentations, and explain establishment processes and operations at tour sites.
  • research various topics, including site history, environmental conditions, and clients' skills and abilities to plan appropriate expeditions, instruction, and commentary.

Skill Set Standard / Operations
Knowledge Objectives / Students will demonstrate knowledge of
  • operations in the travel and tourism industry.

Performance Objectives / Students will
  • outline functions of reservations and guest services.
  • research the various responsibilities of customer service employees.
  • brainstorm ways to meet challenges that might address.
  • research the positions and roles of various staff members in a tourism based business

Skill Set Standard: / Lodging
Knowledge Objectives / Students will demonstrate knowledge of
  • the hotel and lodging industry.

Performance Objectives / Students will
  • examine different lodging ownership and management options.
  • research different types of unique lodging.
  • trends in lodging development.
  • research various successful chain and independent lodging properties.

Skill Set Standard: / The Restaurant Business
Knowledge Objectives / Students will demonstrate knowledge of
  • the trends in restaurants in the tourism environment.

Performance Objectives / Students will
  • study characteristics of various types of cuisine in today’s restaurants.
  • outline the considerations when developing a new restaurant.
  • classify different types of restaurants.
  • research various successful chain and independent restaurants.
  • describe management of the kitchen.
  • discuss how restaurants are managed in a lodging facility.

Skill Set Standard: / Managed Services
Knowledge Objectives / Students will demonstrate knowledge of
  • managed services in the restaurant business.

Performance Objectives
.
/ Students will
  • chart the different managed service operations.
  • discuss the need for managed service operations for various service operations.
  • report on the pros and cons for managed service.
  • outline the food service manager’s role.
  • research the trends in managed services.

Event Management and Operations WVEIS 1212

Skill Set Standard / Career Preparation Skills
Knowledge Objectives / Students will demonstrate knowledge of
  • career paths.
  • goal development and achievement.
  • attitudes and work habits that support career retention and advancement.
  • communication in varied contexts.

Performance Objectives / Students will
  • relate skills and abilities to possible career pathways.
  • explain methods of goal development.
  • discuss methods of time management and task coordination.
  • practice professionalism in punctuality, appropriate dress, task completion, etc.
  • investigate methods of supervision such as giving and receiving feedback and instruction.
  • develop and present a statement of their personal work ethic.
  • prepare an application, cover letter, resume and thank you letter.

Skill Set Standard / Recreation, Theme Parks, and Clubs
Knowledge Objectives / Students will demonstrate knowledge of
  • the relationship of recreation and leisure to wellness.
  • government sponsored recreation.
  • differentiation between commercial recreation and non-commercial recreation.
  • the components that make up commercial recreation.
  • the makeup of a theme park.
  • the role clubs play in the hospitality industry.
  • types of clubs.

Performance Objectives / Students will
  • examine various departments of clubs.
  • outline the club management structure.
  • research the management of a leadership model.
  • create the organizational chart of a club.
  • outline different types of noncommercial recreation.
  • present on a government-sponsored recreation area.
  • research the current trends in recreation, theme parks and clubs.

Skill Set Standard / Gaming Entertainment
Knowledge Objectives / Students will demonstrate knowledge of
  • the trends of the gaming industry.
  • the career opportunities in the gaming industry.
  • the makeup of gaming entertainment.

Performance Objectives / Students will
  • outline the background of the gaming industry.
  • research the expansion of gaming in North America.
  • research a presentation of one of the industry giants in the gaming industry.

Skill Set Standard / Meetings, Conventions and Expositions
Knowledge Objectives / Students will demonstrate knowledge of
  • the development of meeting, convention and exposition growth in the hospitality industry.
  • the role of a meeting planner.
  • the role of a service contractor.
  • the role of a destination management company.
  • the components that make up the convention industry.
  • the types of organizations make up historical associations.

Performance Objectives / Students will
  • explain the different types of popular meetings.
  • research a local convention and visitor’s bureau to determine its makeup.
  • outline the makeup different types of meetings, conventions and expositions.
  • outline the steps that go into meeting planning.
  • examine various venues for meetings, conventions and expositions.
  • research the current trends in the meeting, convention and exposition facet of the hospitality industry.

Skill Set Standard / Special Events
Knowledge Objectives / Students will demonstrate knowledge of
  • the required skills and abilities needed for event planning.
  • the relevance of special event organizations.
  • the trends in the special events industry.

Performance Objectives / Students will
  • create a visual that defines special events.
  • research the event planner career path.
  • outline the event planning process.
  • classify different types of special events.

Skill Set Standard / Leadership and Management
Knowledge Objectives / Students will demonstrate knowledge of
  • differentiation between leadership and management.
  • characteristics of leaders and managers.
  • ethical behavior in the hospitality industry.
  • trends in leadership and management.

Performance Objectives / Students will
  • chart the roles and skills needed to be a manager.
  • role play ethical behavior situations in the hospitality industry.
  • outline the dynamics of demand on managers in hospitality.

Skill Set Standard

/

Hospitality Marketing

Knowledge Objectives / Students will demonstrate knowledge of
  • hospitality marketing.
  • types of marketing competitor analysis.
  • the role of marketing’s importance to business.
  • internal marketing.
  • the concept of market demand.
  • the techniques used to gain sales.

Performance Objectives / Students will
  • explain marketing segmentation.
  • research positioning in the hospitality industry.
  • differentiate types of marketing.
  • examine the trends in hospitality marketing and sales
  • develop marketing strategies to address specific needs.

Skill Set Standard / Human Resources
Knowledge Objectives / Students will demonstrate knowledge of
  • the role of human resources and management in the hospitality industry.
  • the major legislative acts relative to employment law.
  • the trends in the area of human resources in the hospitality industry.

Performance Objectives / Students will
  • create a checklist of the elements that are important in an appropriate job descriptions.
  • chart the major topics in recruitment.
  • research the selection and orientation process.
  • outline the various components of employee assistance programs.

Skill Set Standard / Accounting, Finance and Cost Control
Knowledge Objectives / Students will demonstrate knowledge of
  • the trends in accounting, finance and cost control in the hospitality industry.
  • the systems of accounts typically used in the hospitality industry.

Performance Objectives / Students will
  • answer questions from different financial records.
  • outline cash flow in the hospitality industry.
  • research ways to control costs in the hospitality industry.

Hospitality Services WVEIS 1015