Florida Department of Education
Curriculum Framework 

Program Title:	Guest Services Specialist
Career Cluster:	Hospitality & Tourism

CCC	
CIP Number	0252090403	
Program Type	College Credit Certificate (CCC)	
Program Length	15 credit hours	
CTSO	SkillsUSA, Collegiate DECA	
SOC Codes (all applicable) 	Please see the CIP to SOC Crosswalk located at the link below.	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose

This certificate program is part of the Hospitality and Tourism Management AS degree program (1252090101).

A College Credit Certificate consists of a program of instruction of less than sixty (60) credits of college-level courses, which is part of an AS or AAS degree program and prepares students for entry into employment (Rule 6A-14.030, F.A.C.).

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Hospitality & Tourism career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Hospitality & Tourism career cluster. 

The content includes but is not limited to customer service, hospitality attitude, guest experience, communications, human relations, security issues, and front office operations.  

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Demonstrate employability skills.
02.0	Demonstrate customer service skills.
03.0	Apply human relations skills.
04.0	Demonstrate proficiency in communication skills.
05.0	Demonstrate proficiency in applying mathematics skills.
06.0	Identify the organization and function of the hospitality industry.
07.0	Perform general hotel duties.
08.0	Manage the front office.
09.0	Demonstrate housekeeping operations and management functions.
10.0	Demonstrate leadership and supervisory skills.
11.0	Apply and maintain security and safety procedures.
12.0	Demonstrate the use of computers.

Florida Department of Education
Student Performance Standards

Program Title:	Guest Services Specialist
CIP Number:		0252090403
Program Length:	15 credit hours	

This certificate program is part of the Hospitality and Tourism Management AS degree program (1252090101). At the completion of this program, the student will be able to:	
01.0	Demonstrate employability skills.  The student will be able to:	
01.01	Conduct a job search.	
01.02	Secure information about a job.	
01.03	Prepare a resume and cover letter, letter of application, follow-up letter, acceptance/rejection letter, and letter of resignation.	
01.04	Identify documents that may be required when applying for a job.	
01.05	Complete a job application form correctly utilizing Internet sites, company websites and social media (i.e.: LinkedIn, Monster.com, HCareers.com, etc.).	
01.06	Demonstrate competence in job interview techniques.	
01.07	Identify or demonstrate appropriate professional responses to criticism from employer, supervisor, and customers by understanding, considering, and employing Emotional Intelligence, Cultural Intelligence, and perceptions checking.	
01.08	Identify acceptable work habits.	
01.09	Identify acceptable employee health and grooming habits.	
01.10	Describe and apply the importance of producing quality work and meeting performance standards.	
01.11	Identify proper personal and business ethics.	
01.12	Conduct in-depth career research including requirements for entry and advancement, career ladders, and opportunities related to the hospitality field.	
02.0	Demonstrate customer service skills.  The student will be able to:	
02.01	Demonstrate a hospitality attitude.	
02.02	Demonstrate guest oriented attitude and ability to anticipate guest needs.	
03.0	Apply human relations skills.  The student will be able to:	
03.01	Demonstrate such interpersonal skills as punctuality, initiative, courtesy, loyalty, and being a team player.	
03.02	Identify and demonstrate interpersonal and communication skills relevant to the business environment (i.e., cross-cultural communication).	
03.03	Exhibits responsible behavior through honesty, respect, fairness and accountability.	
03.04	Demonstrate problem-solving and decision-making strategies.	
03.05	Demonstrate problem-solving initiative.	
03.06	Exhibit interest and enthusiasm.	
03.07	Demonstrate responsible behavior.	
03.08	Explain the importance of honesty and integrity when dealing with others.	
03.09	Demonstrate self-management.	
03.10	Set personal goals and develop a plan of action to achieve those goals.	
03.11	Demonstrate the ability to offer and accept criticism.	
03.12	Demonstrate respect for the opinions, customs, and individual differences of others.	
03.13	Identify and practice stress management techniques.	
03.14	Identify motivational techniques.	
03.15	Identify team-building strategies.	
03.16	Identify effective coaching and counseling techniques.	
04.0	Demonstrate proficiency in communication skills.  The student will be able to:	
04.01	Demonstrate effective communication: verbal, nonverbal, written, and electronic.	
04.02	Explain nature of positive customer/client relations.	
04.03	Demonstrate listening strategies that improve understanding and performance on the job.	
04.04	Interpret business policies to customers/clients.	
04.05	Communicate establishment's mission statement concerning guest services.	
05.0	Demonstrate proficiency in applying mathematics skills.  The student will be able to:	
05.01	Compute addition, subtraction, multiplication, division, and percentage problems (i.e., calculate tax, gratuity, commission, miscellaneous charges, etc.).	
05.02	Apply problem-solving techniques to sales-related transactions including cash, checks, debit cards, credit cards, and discounts.	
05.03	Interpret quantitative information from tables, charts, and graphs as related to the workplace.	
05.04	Demonstrate ability to collect, organize, and interpret data, and predict outcomes relative to opening and closing procedures for a sales terminal.	
05.05	Apply mathematical concepts to completing purchase orders, invoices, packing slips, and shipping and handling charges.	
05.06	Analyze standard industry formulas relative to discount date and due date to determine the amount of payment on an invoice.	
05.07	Understand and interpret the main financial statements (i.e., balance sheet, income statement, etc.) of a business, with a focus on the income statement.	
06.0	Identify the organization and function of the hospitality industry.  The student will be able to:	
06.01	Trace evolution of the hospitality industry.	
06.02	Describe various organizational structures within the hospitality industry.	
06.03	Analyze organizational structure of hotel operations.	
06.04	Analyze functions of the hospitality industry.	
06.05	Identify staff according to function.	
06.06	Describe management functions applied to hospitality services.	
06.07	Identify mission of various departments within the industry.	
06.08	Use common hotel terminology.	
06.09	Identify future trends in hospitality industry.	
07.0	Perform general hotel duties.  The student will be able to:	
07.01	Perform duties of guest services agent.	
07.02	Maintain information about guest services.	
07.03	Represent management in any duty assigned.	
07.04	Handle all other internal control items as to company policy and procedure.	
07.05	Maintain necessary daily reports in accordance with policy and procedure.	
08.0	Manage the front office.  The student will be able to:	
08.01	Provide guest information assistance.	
08.02	Make guaranteed room reservation.	
08.03	Complete check-in procedures.	
08.04	Post charges to folio.	
08.05	Arrange for services for handicapped guests.	
08.06	Effectively handle customer/client complaints by applying appropriate level of service recovery.	
09.0	Demonstrate housekeeping operations and management functions.  The student will be able to:	
09.01	Describe housekeeping department operations (including cruise ships, etc.)	
10.0	Demonstrate leadership and supervisory skills.  The student will be able to:	
10.01	Solve problems in accordance with management policy and mission statement.	
10.02	Identify work improvement strategies such as motivation and productivity.	
10.03	Describe the supervisor’s role as a change agent.	
10.04	Identify supervisory functions	
11.0	Apply and maintain security and safety procedures.  The student will be able to:	
11.01	Demonstrate general safety and security practices.	
11.02	Develop and maintain a program for staff security and apply appropriate procedures for handling emergency situations.	
11.03	Follow company emergency procedures.	
12.0	Demonstrate effective use of computers.  The student will be able to:	
12.01	Demonstrate skill in use of software standard to the hospitality industry.	
12.02	Demonstrate use of a property management system.	
12.03	Demonstrate use of the point of sale system.	
Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Career and Technical Student Organization (CTSO)

Florida SkillsUSA and Florida Collegiate DECA, an association of marketing students, are the co-curricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.