Research and explain the use of an Individual Development Plan (IDP) in planning professional learning for employees.
Research and share information regarding the importance of cost-effective operations in the hospitality and tourism industry.
Analyze effects of seasonality and generate ideas to offset seasonality in hospitality and tourism operations.
Explain the importance of negotiating contracts and working within a budget for a department or an organization.
Explain the importance of cost control in the hospitality and tourism industry.
Identify the tax responsibilities managed by hospitality and tourism leaders.
Describe the necessity for strong customer service skills and explain the importance of guest services in the hospitality and tourism industry.
Describe skills, traits, and behaviors needed to offer top-quality guest services and build positive relationships with customers and clients.
Demonstrate proper workplace etiquette for listening, speaking, and writing.
Explain how social media are used in tourism and hospitality and the importance of providing timely responses to guests’ feedback.
Identify and describe the essential functions of human resources in the hospitality and tourism industry.
Explain the importance of recruiting, selecting, training, and retaining high-quality employees in the hospitality and tourism industry.
Deal effectively and ethically with workplace issues.
Examples: maintaining confidentiality with business matters, performing job functions
Demonstrate the ability to use problem-solving, decision-making, and critical thinking strategies when dealing with customer service, co-workers, and vendors.
Examples: resolving complaints or disputes, negotiations
Identify techniques and strategies to build an effective sales team.
Explain the principles and components of supply and demand in relation to the hospitality and tourism industry.
Identify effective sales techniques.
Examples: steps in sales process, cross-selling, upselling, alternative options
Explain how customers’ needs and perceptions of the hospitality and tourism industry affect their choices.
Outline an effective sales presentation, including a feature-benefit analysis and plans for promoting products and services through a variety of channels.
Explain the importance of promoting products and services using publicity, public relations, community events, advertising, and the Internet.
Identify laws and regulations that affect the hospitality and tourism industry.
Identify the employment laws that impact the hospitality and tourism industry, and describe the role of human resources managers in applying these laws.
Discuss state and federal labor laws regulating the workplace.
Examples: child labor laws, sexual harassment prohibitions, EEOC, ADA, FMLA, OSHA
Summarize OSHA requirements that apply to hospitality and tourism settings.
Research and share information on current and emerging trends in the hospitality and tourism industry.
Analyze tourism challenges at the local, state, and national levels.
Identify marketing trends that may influence marketing practices in the hospitality and tourism industry.
Cite marketing challenges and identify ways to respond to their potential occurrence.
Example: shifts or changes in travel trends
Identify new tourism markets and trends that are developing around the world.
Research and share information on ethical and global issues in the hospitality and tourism industry.
Describe how managers can lead employees to meet the needs of global guest audiences.
Examples: discuss challenges and opportunities in welcoming people from diverse cultures, model inclusive behavior, respect diversity
Explain the concept of social responsibility, and describe examples of how hospitality and tourism companies are including corporate social responsibility initiatives in their organizations.
List issues related to personal and business ethics.
Examples: theft, pilfering, unauthorized discounting
Demonstrate an understanding of current conservation and sustainable practices in the hospitality and tourism industry.
Describe the benefits of sustainable practices and the role hospitality and tourism managers play in implementing them.
