Hotel Operations Cluster Standards

Public & Human Services Pathway - Hospitality Program of Study

Standard / Concepts / Benchmarks
PLH 1.0
Analyze the hotel and lodging models for their relationship to and impact on visitor industry sustainability. / Hotel and Lodging Model
Types
Rating
Ownership Structure / PLH 1.1 Compare and contrast types of hotel and lodging models to determine their role and function in the visitor industry..
  • Types of hotel and lodging models include:
Commercial hotels
Resort hotels
Extended-stay hotels
Hotel-condominiums
Timeshares
Bed and breakfast hotels
Vacation rentals
Cruise ships
Military hotels
PLH 1.2 Evaluate the purpose and function of the hotel and lodging rating system for its relevance in the visitor industry.
  • Describe the purpose of the hotel and lodging rating system.
  • Compare and contrast a variety of rating systems (i.e. diamond, star) for its significance to the hotel and lodging property.
  • Compare and contrast the service levels within the hotel and lodging industry.
Economy
Moderate
Deluxe
Luxury
  • Analyze the relationship between the rating system and service levels.
  • Assess the impact of the rating system and service level on the visitor industry.
PLH 1.3 Evaluate the impact of hotel and lodging ownership on the local visitor industry.
  • Compare and contrast the advantages and disadvantages of independent, franchise and chain management. Different ownership entities (i.e. management companies, individuals, etc.)
  • Describe the role and function of hotel management companies.
  • Compare and contrast similarities and differences in goals, focus and efforts for the owner and hotel and lodging management properties companies.
  • Assess how the roles and functions of owners and hotel and lodging management companies impact the overall viability of the visitor industry.

PLH 2.0
Analyze the interrelationship of efficient and effective lodging operations for their impact on maximizing quality guest experiences. / Operations / PLH 2.1 Assess hotel and lodging functions to determine how operational efficiency affects the overall success of the hotel and lodging property within the visitor industry.
  • Describe the basic organizational structure, departments, and job classifications within the hotel and lodging industry.
  • Evaluate organizational structures and the interaction between various groups (administration, support staff, public relations, etc.) to recognize their differentiated roles and responsibilities.
  • Assess the various occupations for its placement as front of the house or back of the house within the hotel and lodging organizational structure.
  • Describe the major function(s) of the “front of the house” and the “back of the house” in the hotel and lodging industry.
  • Differentiate the role of personnel in service delivery (front of the house) and service support (back of the house) for its impact on guest services.
  • Analyze how each individual employee’s efforts contribute to the overall success of the property.
  • Evaluate how the interrelationship between service delivery and service support are essential to ensure guest satisfaction and the success of the hotel and lodging property.
PLH 2.2 Apply Total Quality Management (TQM) techniques to facilitate the successful operation of hotel and lodging properties.
  • Analyze protocol and the processes and procedures in organizational structures to maintain consistency of service.
  • Evaluate the continuous improvement processes in a hotel and lodging setting to determine the impact it has on the operations of the property.
PLH 2.3 Analyze the financial impact of operational components for their effect on the viability of a hotel and lodging property.
  • Compare and contrast how hotel and lodging properties manage waste, efficiency, and cost and its affects on guest services.
  • Analyze operational efficiency for its financial affect on the sustainability of the hotel and lodging property.

PLH 3.0
Evaluate personal goals and values for compatibility with and long-term success in hotel and lodging careers. / Careers / PLH 3.1 Compare and contrast various career options within the hotel and lodging industry for compatibility with personal goals and values.
  • Explore potential careers in the hotel and lodging industry which operates 24 hours a day, seven days a week, every day of the year.
  • Assess personal skills, strengths, abilities, values and goals to determine how it contributes to success and advancement in a variety of hotel and lodging careers.
  • Research transfer and/or advancement opportunities for their benefits and/or limitations to the individual.
PLH 3.2 Assess personal characteristics and values to ascertain their impact on job retention, advancement and viability of the property.
  • Evaluate the impact of personal characteristics and values on the overall viability and profitability of the property.
  • Demonstrate self-motivation and initiative to contribute to the overall success of the hotel and lodging property.
  • Assess the influence personal characteristics, values and self-motivation has on job retention and advancement.
PLH 3.3 Evaluate past and present decisions to assess their effect on employment opportunities and options.
  • Explain how past personal history and professionalism (ex. attendance, productivity, courtesy, professional appearance, tattoos, piercing, attention to quality) impacts the ability to obtain and maintain employment.
  • Explain how personal behaviors affect a property's image.
  • Demonstrate professional conduct by adhering to hotel and lodging property expectations for behavior and attire.
  • Evaluate the impact of personal and professional decisions on and individual’s ability to obtain, maintain and advance in the hotel and lodging industry.

PLH 4.0
Analyze the “Aloha” spirit as the foundation for service excellence and its importance/influence on the hotel and lodging industry. / Guest Services
Aloha Spirit
(Ho’okipa
Hosting – Hawaii Brand)
Historical Perspective
Storytelling / PLH-4.1 Promote “Aloha Spirit” with guests and visitors to ensure the sustainability of the hotel and lodging industry.
  • Trace the historical roots of the “Aloha Spirit” and its fundamental importance in Hawaii’s history, heritage and culture.
  • Compare and contrast the “Law of Aloha” (as defined in the Hawaii Revised Statutes) with the literal translation, cultural meaning and spirit of “Aloha”.
  • Analyze the fundamental importance of Ho’okipa to Hawaii’s hotel and lodging industry.
  • Apply strategies that link Hawaiian culture to other cultures to create a welcoming environment for guests.
  • Demonstrate the Aloha Spirit through action to reflect Hawaii’s unique culture.
PLH 4.2 Trace the historical and current events significant to the Hawaiian islands to enhance visitor experiences.
  • Research significant historical milestones and current events for Hawaii and the local community for use in the delivery of quality guest services.
  • Use storytelling techniques highlighting geographical and/or historic sites to create connections between visitor and host cultures.
PLH 4.3 Assess and apply effective guest service to ensure guest satisfaction and the sustainability of the hotel and lodging property.
  • Explain the importance of first impressions and its role in quality guest services.
  • Compare and contrast service techniques for employees and guests.
  • Explain the concept of TIPS (to insure proper service) and the relationship to quality service.
  • Describe various “service behaviors” and explain how they contribute to delivering superior guest service.
  • Develop a set of guest service standards that would support a hotel and lodging property’s brand image.
  • Monitor and measure guest service results using data and satisfaction surveys.
  • Propose improvement strategies based on analysis of results.
PLH 4.4 Apply problem-solving and service techniques to provide culturally-sensitive service that exceeds guest expectations.
  • Use research of world languages, culture, cultural norms, cultural diversity and protocol to provide quality customer service.
  • Empathize with guests and visitors to determine appropriate service and solutions for guests.
  • Apply service excellence concepts to formulate culturally-sensitive, guest-focused solutions to resolve guest service challenges.

PLH 5.0
Analyze the impact of external factors on the hotel and lodging industry to ensure the sustainability within the visitor industry. / External Factors
Economic Effect
Interrelation-ship Between Agencies
Impact of Technology
Environmental Sustainability
Unions / PLH 5.1 Evaluate the economic effect of the hotel and lodging industry on the sustainability of local and global communities.
  • Analyze the contributions of the hotel and lodging industry to the local/global economy.
  • Evaluate the economic impact of the hotel and lodging industry on the sustainability of the local/global economy.
  • Analyze the impact of customer experiences on the continued viability of the hotel and lodging industry.
PLH 5.2 Analyze the interrelationship between the hotel and lodging industry, governmental agencies and related business for their impact on the viability of the hotel and lodging industry.
  • Analyze the relationship between governmental agencies (i.e., Department of Economic Development and Tourism (DBEDT), Hawaii Tourism Authority (HTA), Hawaii Visitors & Conventions Bureau (HVCB), Hawaii Lodging and Tourism Association (HLTA)) and the hotel and lodging industry to determine the role and functions.
  • Describe how the collaboration between the hotel and lodging industry and governmental agencies contribute to the viability of the industry.
PLH 5.3 Evaluate the influence of technology and its impact on the hotel and lodging industry.
  • Assess the development of technological applications and their effect on the hotel and lodging industry.
  • Describe the benefits and limitations of various technologies and how they affect the hotel and lodging industry.
  • Investigate how the development of online applications has affected the hotel and lodging industry.
  • Analyze the effect of social media on the hotel and lodging industry’s approach to marketing, communication, and operations.
PLH 5.4 Evaluate how sustainability issues provide opportunities and challenges for the hotel and lodging industry.
  • Propose innovative ways to reduce waste, conserve and recycle.
  • Assess “green” initiatives for their impact on the hotel and lodging industry.
  • Analyze the effect that eco-friendly and sustainable efforts have on guests’ perception of a hotel and lodging property.
PLH 5.5 Evaluate the role of unions and its impact on employment in the hotel and lodging industry.
  • Compare and contrast unionized and non-unionized hotel and lodging properties for their benefits and drawbacks.
  • Evaluate the role of unions and their effect on operations of a hotel and lodging property.

PLH 6.0
Use oral, written and nonverbal communication to effectively and positively interact with internal and external customers in the workplace. / Communication
Interpersonal Communication
Oral Communication
Non-Verbal Communication
Written Communication / PLH-6.1 Analyze, evaluate and practice culturally-diverse interpersonal communication skills as they apply to lodging properties.
  • Assess how communication techniques are applied in the hotel and lodging industry to effectively build positive relationships.
Describe how the use of descriptive “I/We” language creates a more positive environment for communicating.
Demonstrate concern, empathy, respect, courtesy, and tact when addressing internal and external customers and guests.
Apply the practice of “Laulima--the language of we”.
  • Use appropriate language/communication to eliminate possible discrimination, harassment, or other problems in the workplace.
  • Compare and contrast the effectiveness of approaches to conflict and their appropriate application to a variety of hotel and lodging situations.
  • Explain the role of feedback (recommendations, commendations, constructive criticism, etc.) within an organization and how it impacts service excellence.
  • Analyze conflicts in the hotel and lodging industry and utilize appropriate conflict management techniques to resolve disagreements.
  • Use appropriate questioning strategies that will elicit responses that lead to solutions.
PLH-6.2 Communicate orally to convey and/or receive information that facilitates service delivery in the hotel and lodging industry.
  • Using appropriate tone or intonation in the workplace to convey a message to an audience or guest to avoid miscommunication.
  • Orally communicate information and ideas in a clear, logical and culturally sensitive manner to avoid misinterpretations.
  • Use correct terminology and pronunciation of Hawaiian words in the appropriate context.
  • Employ listening skills to gather information to enhance understanding, solve problems or enhance service delivery/support.
PLH-6.3 Analyze how nonverbal cues impact communication in the hotel and lodging industry.
  • Use appropriate and culturally-sensitive non-verbal communication techniques to enhance communication.
  • Analyze how differences in cultural norms affect messages conveyed through body language.
  • Identify and model appropriate personal hygiene and grooming.
  • Select and use appropriate attire for the hotel and lodging industry.
PLH 5.4 Compose written documents to facilitate communication between internal customers, external clients/vendors and guests.
  • Record and relay information clearly and accurately.
  • Use appropriate convention, spelling, grammar, and format in hotel and lodging industry correspondence (i.e. letters, memos and emails) to ensure information and instructions are conveyed clearly and accurately.

PLH 7.0
Integrate legal and ethical principles in daily operations to make informed decisions that reduce risk and limit liability. / Legal/Ethical
Safety and
Liability
Confidentiality/ Privacy
Conflict of Interest / PHL-7.1 Evaluate potential safety hazards and formulate appropriate responses to prevent accidents and injuries in a hotel/lodging property to mitigate risk and limit liability.
  • Validate the importance of maintaining a safe work environment, including financial implications.
  • Evaluate a work environment for safety hazards and risk factors to mitigate potential liabilities (i.e. slips, burns, cuts, food poisoning, smoke inhalation, etc.) and/or consequences.
PLH 7.2 Analyze the impact of illegal and/or unethical behavior on the reputation of the hotel and lodging property and the overall visitor industry
  • Evaluate behavior(s) of individuals for their influence on policies and procedures related to the collection, use and safeguarding ofemployee information, guest records, and personal property.
  • Evaluate how legal and ethical behavior(s) of individuals within the hotel and lodging property affects operations.
  • Analyze “conflict of interest” to determine an individual’s responsibility in recusing themselves from the situation to avoid legal and ethical ramifications.
  • Assess the relationship between legal and ethical behaviors and the reputation of a hotel and lodging property and the overall effect on the visitor industry.

APPROVED JUNE 1, 2012