Florida Department of Education
Curriculum Framework 

The standards and/or benchmarks for this program were updated for the 2026-27 academic year.

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

College Credit Certificate	
CIP Number	0252090403	
Program Type	College Credit Certificate (CCC)	
Program Length	15 credit hours	
CTSO	SkillsUSA, Collegiate DECA	
SOC Codes (all applicable) 	For program SOC codes, please see the Program and Course Tables section of the CTE Program Resources page linked 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.

Program Structure    

This program is a planned sequence of instruction consisting of 15 credit hours.

When developing the course sequence for the local implementation of this program, select courses that:
•	Meet the skill development requirements of the standards and benchmarks of this program.
•	Where reasonable and practicable, align with programs offered by your institution or other postsecondary institutions in Florida, including: 
o	Related AS and AAS degrees.
o	Baccalaureate degrees within the same career pathway and/or Federal CIP code.

Visit FloridaShines’ Discover Programs website to identify other institutions that offer similar programs to review their course sequencing. Where appropriate, course alignment between institutions offering related programs can facilitate interagency student articulation.

Visit FloridaShines’ Common Prerequisites Manual to identify courses that are prerequisites for admission into an upper division program.  When sub-baccalaureate courses are aligned to the course admissions requirements of baccalaureate programs with the same career pathway, students can enter upper division coursework seamlessly.   

Florida’s Career Readiness Skills for CTE Programs

Employability Skills	
01.0	Apply academic skills to workplace scenarios.	
01.01	Use reading skills.	
01.02	Use writing skills.	
01.03	Use mathematical strategies and procedures.	
01.04	Use scientific principles and procedures.	
02.0	Design a solution to an industry problem.	
02.01	Use critical thinking.	
02.02	Use creativity.	
02.03	Make sound decisions.	
02.04	Solve problems.	
02.05	Reason. 	
02.06	Plan and organize.	
03.0	Manage resources within an industry project	
03.01	Manage time.	
03.02	Manage money or resources.	
03.03	Manage materials.	
03.04	Manage personnel.	
04.0	Oversee the subcomponents, operations and output of a technical or organizational system.	
04.01	Manage systems.	
04.02	Monitor systems.	
04.03	Improve systems.	
05.0	Use information for decision making.	
05.01	Locate information.	
05.02	Organize information.	
05.03	Use information.	
05.04	Analyze information.	
05.05	Communicate information.	
06.0	Apply relevant technology to workplace scenarios to aid productivity.	
06.01	Use technology.	
07.0	Interpret and express interpersonal communication.	
07.01	Communicate verbally.	
07.02	Listen actively.	
07.03	Comprehend written material.	
07.04	Convey information in writing.	
07.05	Communicate nonverbally.	
07.06	Interpret nonverbal communication.	
08.0	Interact with others to accomplish workplace goals.	
08.01	Collaborate with others in a team.	
08.02	Respond to customer needs.	
08.03	Exercise leadership.	
08.04	Negotiate to resolve conflict.	
08.05	Respect others.	
09.0	Manage personal behavior to maximize productivity and professional growth.	
09.01	Demonstrate responsibility and self-discipline.	
09.02	Adapt and show flexibility.	
09.03	Work independently.	
09.04	Demonstrate a willingness to learn.	
09.05	Demonstrate integrity.	
09.06	Demonstrate professionalism.	
09.07	Take initiative.	
09.08	Display positive attitude.	
09.09	Take responsibility for professional growth.	
Job Attainment	
10.0	Find, assess and apply to job opportunities.	
10.01	Identify online job posts relevant to his or her career aspirations.	
10.02	Compare and contrast the job posts’ required qualifications, job duties, compensation, benefits and employers. 	
10.03	Define what information, documentation and writing prompts are required for the positions.	
11.0	Communicate personal competence, character and fit for a job opportunity.	
11.01	Develop a resume.	
11.02	Write a cover letter.	
11.03	Curate a professional portfolio that includes work products.	
11.04	Prepare for and experience a mock job interview.	
12.0	Cultivate and leverage relationships to professionally advance.	
12.01	Request a signed reference letter, letter of recommendation and/or an online skill/professionalism endorsement. 	
12.02	Develop a plan to cultivate a professional digital footprint.	
12.03	Develop a networking plan for a specific industry of interest.	

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 effective 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	Research and identify job-related information to make informed career decisions.	
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: in-person, and online or virtual 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 perception 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, a culture of care attitude.	
02.02	Demonstrate a guest-oriented attitude and the 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 and apply motivational techniques to inspire staff performance and guest service excellence.	
03.15	Identify team-building strategies. Discuss basic principles that are helpful in building and evaluating effective in-person and virtual meetings.	
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 across text, email, voice, and AI-powered systems.	
04.02	Explain the nature of positive customer/client relations.	
04.03	Demonstrate listening strategies that improve understanding and performance on the job.	
04.04	Communicate business policies clearly and courteously to guests.	
04.05	Demonstrate the ability to convey the establishment's guest service mission statement to staff and guests. 	
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 complete 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 the evolution of the hospitality and tourism industry and explain its economic impact on our economy. 	
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 hotel staff based on their roles and departmental responsibilities. 	
06.06	Describe management functions applied to hospitality services.	
06.07	Identify the mission of various departments within the industry.	
06.08	Demonstrate the ability to use standard hotel terminology when communicating with guests and colleagues.	
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 a 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 according 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	Identify key best practices for delivering exceptional guest interactions in a modern, “tech-enhanced service experience."	
08.03	Process reservation requests by type.	
08.04	Post charges to folio.	
08.05	Arrange for services for handicapped guests.	
08.06	Effectively handle customer/client complaints by applying an 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	Utilize problem-solving skills 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 the use of software standards in 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)

CTSOs are 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. Other CTSOs not listed in this curriculum framework or recognized by the Florida Department of Education are permissible provided they support student mastery over the standards and benchmarks of this curriculum framework.

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.