Florida Department of Education
Curriculum Framework 

This program title has changed, formerly Rooms Division Operations.
The standards and/or benchmarks for this program were updated for the 2026-27 academic year.

Program Title:	Hotel Operations Supervisor
Career Cluster:	Hospitality & Tourism

College Credit Certificate	
CIP Number	0252090406	
Program Type	College Credit Certificate (CCC)	
Program Length	19 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 coursework that prepares students for employment as supervisors and managers in the hotel/motel sectors of the hospitality industry. The courses in this certificate provide the skills required to work in operations and entry-level positions such as: Front Desk Supervisor or Guest Relations Supervisor. The courses offered in the Certificate Program provide the necessary prerequisites for the courses within the major for the Associate in Science degree.  

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 19 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	Perform general hotel duties.
05.0	Manage the front office.
06.0	Demonstrate leadership and supervisory skills.
07.0	Demonstrate effective use of computers.
08.0	Exhibit skills for resort, club, marina, hotel, restaurant, and bar management as well as other hospitality and recreation entities. Demonstrate proficiency in communication skills.
09.0	Demonstrate proficiency in communication skills.  
10.0	Identify terminology unique to the hotel/lodging industry.
11.0	Manage guest interactions.
12.0	Demonstrate effective reservation procedures.

Florida Department of Education
Student Performance Standards

Program Title:	Hotel Operations Supervisor
CIP Number:		0252090406
Program Length:	19 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	Prepare a resume and cover letter, letter of application, follow-up letter, acceptance/rejection letter, and letter of resignation.	
01.03	Identify documents that may be required when applying for a job.	
01.04	Complete a job application form correctly, utilizing Internet sites, company websites, and social media (i.e., LinkedIn, Monster.com, HCareers.com, etc.).	
01.05	Demonstrate competence in job interview techniques: in-person, and online or virtual interview techniques.	
01.06	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.	
01.07	Identify acceptable work habits.	
01.08	Identify acceptable employee health and grooming habits.	
01.09	Describe and apply the importance of producing quality work and meeting performance standards.	
01.10	Discuss state and federal labor laws regulating the workplace.	
01.11	Identify current trends that have developed in the hospitality industry.	
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	Explain the importance of honesty and integrity when dealing with others.	
03.05	Demonstrate self-management.	
03.06	Demonstrate respect for the opinions, customs, and individual differences of others.	
03.07	Identify and practice stress management techniques.	
04.0	Perform general hotel duties.  The student will be able to:	
04.01	Perform duties of a guest services agent.	
04.02	Maintain information about guest services.	
04.03	Represent management in any duty assigned.	
04.04	Handle all other internal control items according to company policy and procedure.	
04.05	Maintain necessary daily reports in accordance with policy and procedure.	
05.0	Manage the front office.  The student will be able to:	
05.01	Provide guest information assistance.	
05.02	Identify key best practices for delivering exceptional guest interactions in a modern, “tech-enhanced service experience."	
05.03	Identify and give directions, distances, locations, and events.	
05.04	Describe guest services and their importance as they relate to the competitive market.	
05.05	Process reservation requests by type.	
05.06	Define channel management and explain its effect on profitability.	
05.07	Discuss the pre-payment of future reservations.	
05.08	Maintain registration records, files, forms, and documents.	
05.09	Complete check-in procedures utilizing a hotel property management system.	
05.10	Understand how to solicit information from and work with the sales department to meet or exceed guests’ needs.	
05.11	Find rooms for customers when the property is over-booked (i.e., “walking the guests”).	
05.12	Check the room inventory room rack for available space and make room assignments prior to arrival.	
05.13	Discuss protocol for issuing room keys and receipts.	
05.14	Request payment of the room in advance.	
05.15	Cancel room reservations.	
05.16	Obtain authorization on a credit card and make a credit card sale.	
05.17	Compute posting machine balance on all charges.	
05.18	Verify cash amount in cash register using the posting machine.	
05.19	Perform cashiering duties and handle checkout procedures by following policies and procedures.	
05.20	Understand how to manage a shift bank.	
05.21	Post charges to folio.	
05.22	Authorize guest charges to other departments.	
05.23	Record and place wake-up calls.	
05.24	Provide proper message and mail services.	
05.25	Transfer information from shift to shift.	
05.26	Describe how automated technology and property management systems have changed the night audit process.	
05.27	Post messages and current events on the message board.	
05.28	Understand how to properly keep records of shipping/deliveries.	
05.29	Direct guests to other personnel and departments.	
05.30	Arrange for services for handicapped guests.	
05.31	Coordinate special guest services.	
05.32	Provide information regarding the community.	
05.33	Keep a written record of all articles left by guests following the “lost and found” procedures.	
05.34	Make group reservations for tours.	
05.35	Plan and administer front office operations (i.e., managing accounts, simulations, etc.).	
05.36	Develop a management system for front office areas.	
05.37	Effectively handle customer/client complaints by applying an appropriate level of service recovery.	
06.0	Demonstrate leadership and supervisory skills.  The student will be able to:	
06.01	Utilize problem-solving skills in accordance with management policy and mission statement.	
06.02	Establish/modify policies and procedures that align with the mission statement, SOPs, and operational needs.	
06.03	Inform personnel of policy and/or mission statement changes.	
06.04	Identify management functions.	
06.05	Identify supervisory functions.	
06.06	Identify leadership styles.	
06.07	Identify work improvement strategies, such as motivation and productivity.	
06.08	Describe the supervisor's role as a change agent.	
07.0	Demonstrate effective use of computers.  The student will be able to:	
07.01	Demonstrate skill in the use of software standards in the hospitality industry.	
07.02	Demonstrate use of a property management system.	
07.03	Demonstrate use of a point-of-sale system.	
07.04	Retrieve guest data using a computer terminal.	
07.05	Demonstrate skills in the use of email, electronic spreadsheets, presentation, and word processing tools.	
08.0	Exhibit skills for resort, club, marina, hotel, restaurant, and bar management as well as other hospitality and recreation entities. The student will be able to:	
08.01	Discuss the concepts of the various segments of the hospitality industry.	
08.02	Identify special considerations in planning and development.	
08.03	Discuss facilities planning for the various segments of the hospitality industry.	
08.04	Analyze requirements for recreational activities.	
08.05	Identify personnel department functions.	
08.06	Identify front-of-house functions.	
08.07	Identify heart-of-house functions.	
08.08	Identify security functions.	
08.09	Discuss marketing of the resort, club, marina, hotel, restaurant, and bar management, as well as other hospitality and recreation entities.	
08.10	Discuss resort investment management.	
08.11	Discuss future trends in the resort, club, marina, hotel, restaurant, and bar management, as well as other hospitality and recreation entities.	
09.0	Demonstrate proficiency in communication skills.  The student will be able to:	
09.01	Demonstrate effective communication: verbal, nonverbal, written, and electronic across text, email, voice, and AI-powered systems.	
09.02	Identify the unique differences of staff communication and use of inter-departmental/company communication (i.e., Independent vs. Corporate Owned; email vs. newsletter, managerial vs. employee, etc.).	
09.03	Explain the nature of positive customer/client relations.	
09.04	Demonstrate listening strategies that improve understanding and performance on the job. 	
09.05	Communicate business policies clearly and courteously to guests.	
09.06	Demonstrate ability to locate, understand, and interpret information found in manuals, graphs, schedules, charts, diagrams, and Internet resources to generate a report.	
09.07	Train staff to communicate clearly and effectively.	
09.08	Develop a dynamic telephone personality.	
09.09	Discuss and identify various types of telephone systems.   	
09.10	Respond to incoming front-desk telephone calls timely and in a professional manner. 	
09.11	Understand the process of communicating a service failure to the appropriate departments involved (i.e., Inter-departmental communications such as billing problems with accounting or front desk; maintenance problems, etc.).	
09.12	Demonstrate the ability to convey the establishment's guest service mission statement to staff and guests. 	
10.0	Identify terminology unique to the hotel/lodging industry.  The student will be able to:	
10.01	Understand and use terminology as it applies to the hotel/lodging industry.	
10.02	Demonstrate how to communicate with a customer to meet guest expectations.	
11.0	Manage guest interactions.  The student will be able to:	
11.01	Proactively listen to understand guests' needs and concerns fully.	
11.02	Review guest history.	
11.03	Engage guests with proactive inquiries.	
11.04	Collect guest preferences and requests.	
11.05	Assess the guest’s wants and needs in the hospitality environment. 	
11.06	Identify and apply effective strategies for managing guest interactions using modern technology.	
11.07	Research and identify solutions to meet guests' needs.	
11.08	Develop a plan of action to enhance guest experience.	
11.09	Refer to the appropriate authority (if needed) following the organizational structure.	
11.10	Execute data capture from property management systems (PMS). 	
11.11	Communicate corrective actions to ensure a positive guest experience.	
11.12	Resolve customer issues by applying successful service recovery strategies to meet and exceed guests’ expectations.	
11.13	Offer additional services to enhance guest experiences.	
11.14	Conduct timely follow-up to ensure guest needs are fully addressed.	
12.0	Demonstrate effective reservation procedures.  The student will be able to:	
12.01	Review the standard reservation format and participate in property management (PMS) system training.	
12.02	Utilize available resources.	
12.03	Review job critical information.	
12.04	Make an individual or group reservation.	
12.05	Apply acquired skills.	

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.