Florida Department of Education
Curriculum Framework 

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

Program Title:	Lodging Operations
Program Type:	Career Preparatory
Career Cluster:	Hospitality & Tourism

Career Certificate Program	
Program Number	M607010	
CIP Number	0252090400	
Grade Level	30, 31	
Program Length	600 hours	
Teacher Certification	Refer to the Program Structure section.	
CTSO	Collegiate DECA, FCCLA	
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	
Basic Skills Level	Computation (Mathematics): 	9	Communications (Reading and Language Arts):	9	

Purpose

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 hotel/motel front office functions; housekeeping operations; decision making; training techniques; applicable local, state, and federal laws; employability skills; communication and mathematical skills; economics; marketing and sales; safety and security; human relations; leadership and management; technology applications; and career exploration.  

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 three occupational completion points.

This program is comprised of courses which have been assigned course numbers in the SCNS (Statewide Course Numbering System) in accordance with Section 1007.24 (1), F.S. Career and Technical credit shall be awarded to the student on a transcript in accordance with Section 1001.44(3)(b), F.S.

To teach the courses listed below, instructors must hold at least one of the teacher certifications indicated for that course.

The following table illustrates the postsecondary program structure:

OCP	Course Number	Course Title	Teacher Certification	Length	
A	HMV0740	Guest Services Agent	FAM CON SCI
HOTEL TRNG 7 G
TRANSPORT @7 7  G
MKTG MGMT 7 G
TC COOP ED @7
BUS ED 1 @2
MKTG 1 @2	150 hours	
B	HMV0201	Front Desk Agent		300 hours	
C	HMV0202	Lodging Manager		150 hours	

Additional Teacher Certification:  *CHI – Certified Hospitality Instructor 

Teachers certified in Business Education must obtain this training from the American Hotel and Lodging Educational Institute to teach this program.  
For information: https://www.ahlei.org/academic/high-school/become-a-certified-hospitality-instructor/?utm_source=paperflite&utm_campaign=cert_grid   

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	Identify careers in the hospitality and tourism industry.
02.0	Research the various aspects of the hospitality and tourism industry.
03.0	Demonstrate employability skills necessary for success in hospitality and tourism occupations.
04.0	Demonstrate human relations skills necessary for success in hospitality and tourism occupations.
05.0	Demonstrate proficiency in applying communication and technology skills in the hospitality and tourism industry.
06.0	Explain economic principles as related to the hospitality and tourism industry.
07.0	Identify marketing and business fundamentals related to the hospitality and tourism industry.
08.0	Identify sales techniques and procedures appropriate for use in the hospitality and tourism industry.
09.0	Perform mathematical operations related to hospitality and tourism occupations.
10.0	Describe the organizational structure of lodging organizations.
11.0	Identify the roles of management and administrative personnel.
12.0	Identify housekeeping operations and management functions.
13.0	Research conservation and Green initiatives in the hospitality industry.
14.0	Identify sales/marketing and reservations functions.
15.0	Identify food and beverage functions.
16.0	Identify human resources functions.
17.0	Identify controller/finance functions.
18.0	Identify safety/security functions.
19.0	Identify engineering/maintenance functions.
20.0	Identify front desk functions.
21.0	Examine the guest cycle process.
22.0	Practice responding to guest needs, requests, and concerns.
23.0	Operate front desk computer/office technology.
24.0	Perform designated job skills. 
25.0	Demonstrate work ethics.
26.0	Define and apply various management styles and leadership techniques.
27.0	Define and evaluate role of effective team building.
28.0	Analyze the laws, legislation, and regulations that affect the lodging industry.
29.0	Describe and demonstrate personnel supervision techniques.
30.0	Manage guest services.
31.0	Maintain accounting and information system.
32.0	Describe the aspects of entrepreneurship.
33.0	Demonstrate the use of information technology within a lodging property.
34.0	

Florida Department of Education
Student Performance Standards

Program Title:	Lodging Operations 
Career Certificate Program Number:	M607010

Course Number: HMV0740
Occupational Completion Point: A 
Guest Services Agent – 150 Hours	
01.0	Identify careers in the hospitality and tourism industry.  The student will be able to:	
01.01	List career positions in a variety of hospitality and tourism related industry components (i.e., ground transportation, cruise, air travel, lodging, food service, retail and corporate travel, leisure and recreation, conventions and special events).  	
01.02	Explain duties and responsibilities for the identified hospitality and tourism positions using current sources of information.  	
01.03	Identify skills and knowledge needed by hospitality and tourism professionals. 	
01.04	Identify opportunities and challenges working in the hospitality and tourism industry, including work environment, work schedule, compensation packages, etc.	
01.05	Identify advantages and disadvantages of working in the hospitality and tourism industry.	
01.06	Complete self-assessment and analysis of life style goals and aspirations to evaluate for suitability in the hospitality and tourism industry. 	
01.07	Develop an individualized education and career plan related to the hospitality and tourism industry.  	
01.08	Analyze the structure and demands of remote and hybrid roles within corporate hospitality and tourism (e.g., remote sales, revenue management, or accounting positions).	
02.0	Research the various aspects of the hospitality and tourism industry.  The student will be able to:	
02.01	Display an understanding of history and development of the hospitality and tourism industry (i.e., airline deregulation, technology, and globalization).  	
02.02	Define commonly used terms in the hospitality and tourism industry.  	
02.03	Identify major segments of the hospitality and tourism industry.	
02.04	Identify and describe organizational structures and divisions within the hospitality and tourism industry.  	
02.05	Demonstrate a working knowledge of key Property Management Systems (PMS) and Customer Relationship Management (CRM) software used in lodging and tourism.	
02.06	Describe importance of quality customer service and its continuous improvement.  	
02.07	Understand concept of perishability and seasonality of hospitality and tourism products.	
02.08	Recognize the need for quality assurance in the hospitality and tourism industry.  	
02.09	Identify business and professional associations and certifications.  	
02.10	Compare and contrast international, domestic, and local hospitality and tourism.  	
02.11	Identify and cite sources of major travel documents needed by travelers.  	
02.12	Recognize the challenges created as a result of improper documentation.	
02.13	Describe the necessary requirements/documentation for travelers due to increased security. 	
02.14	Identify current trends in the hospitality and tourism industry, including the growing demand for sustainable travel (ecotourism) and the role of corporate social responsibility (CSR) initiatives.	
02.15	Research a major Florida city and its attractions, target markets, and cost.	
02.16	Demonstrate a functional understanding of domestic and international procedures throughout the hospitality and tourism industry.  	
02.17	Identify factors influencing travelers’ choice in destinations (i.e., climate, culture, landmarks, sports, convention facilities, natural resources, medical, etc.).	
02.18	Describe components of an itinerary and a tour package.  	
02.19	Identify modes and uses of ground transportation and discuss advantages and disadvantages of each.  	
02.20	Demonstrate a functional understanding of flight schedules. 	
02.21	Plan a trip for a family of four with a given budget using the Internet for flight schedules, rental cars, and hotel rates using presentation software showing daily itineraries including local attractions and expenses. 	
02.22	Identify, compare and contrast types of lodging facilities, ownership, lifestyle brands and their tiers of service.	
02.23	Analyze the principles of Revenue Management (RM), including factors like ARI, RevPAR, and occupancy rates, and how technology (RM systems) is used to dynamically price inventory.	
02.24	Describe the differences among the types of cruises that are popular today.	
02.25	Demonstrate a functional understanding of a cruise ship including the deck plan, public spaces, and stateroom accommodations.  	
02.26	Compare and contrast a cruise ship and a hotel as a destination. 	
02.27	Identify types of food service operations, segments, and ownership. 	
02.28	Identify role and impact of conventions and special events in the hospitality and tourism industry.	
02.29	Plan a convention/meeting for a specific group (corporate, association or leisure) specifying hotel needs, such as number of sleeping rooms, meeting room space and setups.  Include a daily agenda and provisions by food and beverage.	
02.30	Identify components of leisure and recreation industry and provide examples of each.  	
02.31	Explain differences between public and commercial recreation venues (i.e., theme parks vs state parks).	
02.32	Explain economic factors that affect the tourism/hospitality industry (fuel costs, airline industry consolidations, availability of consumer’s discretionary money).	
02.33	Research the Florida tourism website (www.visitflorida.com), compare it to other state tourism sites and the impact of tourism on that state’s economy.	
02.34	Summarize the characteristics that make a particular venue a good choice based on the type of event.	
02.35	Compare and contrast the different distribution channels in lodging, including direct bookings, Online Travel Agencies (OTAs), Global Distribution Systems (GDS), and metasearch engines, and analyze their respective commission structures and impact on profit.	
02.36	Analyze the role of mobile technology in the guest journey (e.g., mobile check-in/out, digital key, app-based communication, in-room tablets).	
02.37	Investigate and describe sustainable practices in lodging operations (e.g., water/energy conservation, waste management, responsible sourcing) and their impact on guest perception and operational costs.	
03.0	Demonstrate employability skills necessary for success in hospitality and tourism occupations.  The student will be able to:	
03.01	Identify and utilize resources used in a job search for a hospitality and tourism related career (i.e., networking, professional networking sites such as LinkedIn, newspaper, etc.)	
03.02	Pre-employment practices such as drug tests and background checks, and the potential role they play in hiring.	
03.03	Identify steps in the application process and documents required when applying for employment (i.e., application, references, W-4, I-9).  	
03.04	Prepare a pre-employment portfolio to include a cover letter, a customized resume, follow up letter, letter of recommendation and letter of resignation.	
03.05	Identify and demonstrate appropriate dress and grooming for employment.  	
03.06	Conduct a company research before going to the interview, being prepared to demonstrate knowledge of latest company news, property amenities, trends, openings and company leadership.	
03.07	Identify and demonstrate effective verbal and non-verbal interview skills (i.e., body language, handshakes, effective responses to common interview questions, as well as developing appropriate questions to ask at conclusion of interview).	
03.08	Describe methods for handling illegal interview and application questions. 	
03.09	Discuss state and federal labor laws regulating the workplace (i.e., Child Labor Law, sexual harassment, EEOC, ADA, FMLA, and OSHA). 	
03.10	Analyze the importance of Inclusion and Belonging in the workplace and guest service, covering topics like gender identity, language barriers, and accessibility (ADA compliance).	
03.11	Understand the performance management cycle and how quality work and meeting performance standards impacts opportunities for promotion.	
03.12	Demonstrate the use of modern digital ticketing and task management systems (e.g., HotSos, Quore, or equivalent PMS modules) for efficient interdepartmental communication and service recovery.	
03.13	Develop organizational and time management skills by creating and maintaining an electronic calendar.	
03.14	Demonstrate time management skills with on-task behavior and self-pacing in accomplishing work assignments. 	
03.15	Identify qualities typically required for promotion (i.e., productivity, dependability, responsibility).  	
03.16	Identify how to prepare for job separation and re-employment. 	
03.17	Generate and organize a professional portfolio of student work and projects. 	
03.18	Identify and practice stress management and relaxation techniques.  	
03.19	Develop quality guest service skills that apply to both solving guest issues as well as anticipating guest needs.	
03.20	Practice positive customer service skills.  	
04.0	Demonstrate human relations skills necessary for success in hospitality and tourism occupations.  The student will be able to:	
04.01	Develop a list of qualities necessary to be an effective team player (i.e., respect, judgement, collaboration).	
04.02	Design and participate in a team building activity for the workplace.	
04.03	Demonstrate ability to work cooperatively with team members, supervisors and guests from diverse cultural and generational backgrounds.	
04.04	Identify sensitive workplace issues and the laws that impact them (i.e., gender equity, cultural diversity, professional ethics, sexual harassment, disability, age). 	
04.05	Identify, define, and demonstrate professional interpersonal skills and personality traits.	
04.06	Maintain hygiene, professional appearance, and a positive attitude.  	
04.07	Demonstrate ability to use creative problem-solving, decision-making, and critical-thinking strategies.   	
04.08	Demonstrate self-management, initiative, and multi-tasking. 	
04.09	Devise a rubric to evaluate appropriate workplace social behavior and work ethics.	
04.10	Set personal and career goals and develop a plan of action to achieve those goals.  	
04.11	Demonstrate ability to offer and accept feedback. 	
04.12	Identify and practice stress management and relaxation techniques.  	
04.13	Explain importance of maintaining confidentiality of business matters.  	
04.14	Express importance of supporting and following company policies and procedures (i.e., attendance, tardiness). 	
04.15	Identify customer service skills needed for successful entry and progress in the hospitality and tourism industry.	
05.0	Demonstrate proficiency in applying communication and technology skills in the hospitality and tourism industry.  The student will be able to:	
05.01	Describe effective staff communication and its uses (i.e., interpersonal, departmental, interdepartmental, company).  	
05.02	Identify, read, and comprehend a variety of forms of written communications utilized in the workplace. 	
05.03	Prepare a business letter, memo, fax, email and professional text message.	
05.04	Describe positive guest/client relations and interpret and act upon key Revenue Management metrics and reports that influence the front desk, such as Daily Revenue Reports, ADR, Occupancy Forecasts, and competitive rate shops.	
05.05	Demonstrate ability to speak effectively to guests, co-workers, supervisors, and vendors using grammar and terminology appropriate to the industry.  	
05.06	Identify techniques of placing, answering, placing on hold, recording messages, and referring telephone calls.  	
05.07	Identify techniques of dealing with inappropriate telephone calls (i.e., bomb threats, obscene, abusive).  	
05.08	Demonstrate effective etiquette/netiquette in a business situation such as meals and general courtesy. 	
05.09	Discuss the importance of developing networking skills to expand contacts within the industry. 	
05.10	Evaluate the impact of Online Reputation Management (ORM) on a property, including responding to guest reviews (e.g., Google, TripAdvisor, OTA sites) and managing brand presence on social media.	
05.11	Discuss importance of providing clear directions, interpretations, descriptions, and explanations.  	
05.12	Create and deliver an oral presentation.	
05.13	Use presentation software to create a professional presentation that can be used for employee training. 	
05.14	Identify and demonstrate conflict resolution techniques related to customer service (i.e., resolving complaints, disputes, and negotiations).  	
05.15	Identify components of and prepare an itinerary.  	
05.16	Demonstrate ability to locate and interpret information found in trade journals, manuals, graphs, schedules, charts, diagrams, maps, and Internet resources.  	
05.17	Identify types of technology/equipment used in a hospitality/tourism-related workplace (i.e., cash register, computer, scanner, time clock, and fax).  	
06.0	Explain economic principles as related to the hospitality and tourism industry.  The student will be able to:	
06.01	Explain concept of supply and demand (i.e., overbooking, yield management).  	
06.02	Explain role of employee productivity in contributing to profit margin (bottom line).  	
06.03	Identify economic opportunities in the industry.  	
06.04	Explain impact of tourism on local, state, national, and international economies.  	
06.05	Identify advantages and disadvantages of the primary forms of business ownership.  	
07.0	Identify marketing and business fundamentals related to the hospitality and tourism industry.  The student will be able to:	
07.01	Explain marketing and its role in the industry and the free enterprise system.  	
07.02	Explain elements in the marketing mix (price, product, promotion, place, and people).	
07.03	Explain functions of the business and marketing plan.  	
07.04	Explain concept of service vs. product marketing strategies.  	
07.05	Explain concept of target markets and market identification (i.e., market segmentation).  	
07.06	Display an understanding of the different marketing channels used to promote destinations and products.  	
07.07	Identify niche markets (customer segmentation).	
07.08	Identify specialty markets (product segmentation, i.e., sports, shopping, religion, etc.).  	
07.09	Recognize cultural customs and taboos.  	
07.10	Discuss the role of federal, state and local regulatory agencies as it relates to hospitality and tourism.  	
07.11	Identify methods of gathering customer feedback. 	
08.0	Identify sales techniques and procedures appropriate for use in the hospitality and tourism industry.  The student will be able to:	
08.01	Explain purpose, principles, and importance of selling.  	
08.02	Identify effective sales techniques (i.e., steps in sales process, cross-selling, upselling and alternative options).  	
08.03	Explain motivation, needs, and expectations of the hospitality and tourism consumer and how it affects their lodging selection.  	
08.04	Identify an effective sales presentation (i.e., feature-benefit analysis).  	
08.05	Analyze the direct financial impact of the Front Desk on the bottom line, focusing on strategies for maximizing revenue through calculated up-selling, cross-selling of services, and incentive programs.	
08.06	Explain the function and significance of a property’s website, search engine optimization (SEO), and pay-per-click (PPC) advertising in driving direct bookings.	
09.0	Perform mathematical operations related to hospitality and tourism occupations.  The student will be able to:	
09.01	Perform addition, subtraction, multiplication, division, ratios, and percentages as they relate to hospitality and tourism (i.e., air travel, lodging, food service, car rentals, tours, cruises). 	
09.02	Apply problem-solving techniques to hospitality and tourism sales-related transactions (i.e., cash, checks, debit cards, credit cards, discounts, etc.).  	
09.03	Interpret quantitative information from tables, charts, and graphs as related to the hospitality/tourism related workplace. 	
09.04	Using standard industry formulas relative to discount date and due date, compute amount of payment on an invoice. 	
09.05	Discuss the importance of physical and digital key control and its impact on guest security, including best practices for issuing and revoking digital keys and ensuring the integrity of lock systems.	
09.06	Calculate actual flying time and time zone differences.  	
09.07	Identify sources of currency exchange rates.	
09.08	Research a foreign hotel and convert the cost of one room night from a foreign currency to dollars using an online calculator and/or math conversions.  	
09.09	Classify different payment options (i.e., cash, personal checks, traveler’s checks, credit cards, debit cards, incentive program points).  	
09.10	Calculate refunds and exchange transactions for hospitality and tourism related services.  	
09.11	Explain the function of a night audit in the lodging and cruise industry.  	
09.12	Generate and interpret common hospitality data reports (e.g., daily occupancy reports, reservation pace reports) to support operational decision-making.	
	
Course Number: HMV0201
Occupational Completion Point: B 
Front Desk Agent – 300 Hours	
10.0	Describe the organizational structure of lodging organizations.  The student will be able to:	
10.01	Identify the different departments within a lodging organization (i.e., housekeeping, room service, catering). 	
10.02	Describe and analyze various organizational structures within the lodging industry.  	
10.03	Create an organization chart of a lodging organization. 	
11.0	Identify the roles of management and administrative personnel.  The student will be able to:	
11.01	Identify the roles and responsibilities of the general manager, assistant managers, and the executive committee.	
11.02	Identify the various divisions of lodging organizations (i.e., rooms, front office, engineering, administration, etc.). 	
11.03	Identify relationship between hotel manager and hotel owners, community, local government, CVB, etc.	
11.04	Identify support personnel found in the administrative office of a lodging organization and their duties. 	
11.05	Identify management functions as they relate to different types of ownership (i.e., franchise, independent, chain, etc.). 	
11.06	Identify and practice protocols for protecting guest Personally Identifiable Information (PII), handling credit card data securely (PCI DSS compliance awareness), and recognizing/reporting phishing attempts and data breaches.	
12.0	Identify housekeeping operations and management functions.  The student will be able to:	
12.01	List the jobs and duties in the housekeeping department. 	
12.02	Describe importance of the housekeeping team and relationship to overall functions of lodging establishment.  	
12.03	Simulate both traditional in-person and modern mobile/self-service check-in and key-retrieval processes, including troubleshooting digital key issues.	
12.04	Discuss the financial impact of inventory control. 	
12.05	Identify state and federal laws and guidelines relating to job performance and housekeeping operations (i.e., hospitality laws).  	
12.06	Identify sanitation regulations and standards (i.e., OSHA). 	
12.07	Identify safety regulations and standards (i.e., SDS, OSHA) as they apply to housekeeping. 	
12.08	Identify documents that flow through the housekeeping department (i.e., inspection sheets).  	
12.09	Identify vocabulary and acronyms unique to the housekeeping department.  	
12.10	Identify supplies necessary to equip a supply cart. 	
12.11	Explain and demonstrate proper techniques for maintaining room cleanliness. 	
12.12	Explain need for communication between housekeeping department and front desk (i.e., room availability, customer complaints). 	
13.0	Research conservation and Green initiatives in the hospitality industry.  The student will be able to:	
13.01	 Explain the Florida Green Lodging program (http://www.dep.state.fl.us/greenlodging). 	
13.02	 List the requirements that must be met for a property to receive the Green certification.	
13.03	 List the requirements for maintaining the Green certification.	
13.04	 Research legislation regarding the Florida Green Lodging program and explain how state agencies are affected by this legislation.	
13.05	 Explain LEED and how it affects the hospitality and the future of construction/remodeling.	
13.06	Demonstrate effective use of two-way digital guest communication platforms (e.g., text, hotel app chat) for handling requests, complaints, and service recovery in a timely manner.	
14.0	Identify sales/marketing and reservations function.  The student will be able to:	
14.01	Demonstrate proficiency in key Front Office functions within a simulated Property Management System (PMS), including creating, modifying, and canceling reservations, executing check-in/check-out, posting incidental charges, and processing end-of-day procedures.	
14.02	Describe importance of the sales and marketing team and relationship to overall functions of lodging establishment.  	
14.03	Analyze domestic and international lodging market segments and target markets.	
14.04	Identify documents that flow through the sales and marketing department (pick-up report, VIP report, group resumes, revenue management reports, credit report, cashier report, arrival/departure report, etc.).	
14.05	Describe various media and marketing tools utilized to promote lodging establishments, such as Web 2.0 and social media (TripAdvisor, YELP, Facebook, etc.).	
14.06	Interpret parts of a marketing plan to be used in the sales department of a lodging establishment. 	
14.07	Identify vocabulary and acronyms unique to the sales and marketing department.  	
14.08	Identify references and resources used in the lodging industry (Official Hotel Guide, Hotel and Travel Index, OAG, Internet, CRS display, CVB, DMO, etc.	
14.09	Compare a sample listing for a lodging establishment in each of the references identified above.  	
14.10	Recognize and identify hotel property and room codes. 	
14.11	Compare the information found on a hotel’s website vs. a CRS availability display.	
14.12	Determine information needed to book a hotel reservation.  	
14.13	Describe relationship between reservations and the sales and marketing department.	
14.14	Explain need for communication between sales and marketing and front desk (group resume, function book, function sheet, group arrival, VIP’s, ADR, etc.).	
15.0	Identify food and beverage functions.  The student will be able to:	
15.01	List jobs and duties in the food and beverage department.  	
15.02	Describe importance of the food and beverage team and relationship to overall functions of lodging establishment. 	
15.03	Analyze food and beverage segments and target markets.  	
15.04	Identify the documents that flow through the food and beverage department. 	
15.05	Describe various media utilized to promote food and beverage services.  	
15.06	Identify vocabulary and acronyms unique to the food and beverage department.  	
15.07	Discuss how safety and sanitation apply to food and beverage services.  	
15.08	Describe importance of being familiar with a lodging establishments meeting space availability, capacity, and capability.  	
15.09	Explain need for communication between food and beverage department and front desk.  	
16.0	Identify human resources functions.  The student will be able to:	
16.01	List jobs and duties in the human resources department. 	
16.02	Describe importance of the human resources team and relationship to overall functions of lodging establishment.  	
16.03	Identify the documents that flow through the human resources department.  	
16.04	Identify vocabulary and acronyms unique to the human resources department.  	
16.05	Identify application procedures.  	
16.06	Explain the orientation process.  	
16.07	Explain the company policies/guidelines concerning applications. 	
16.08	Summarize incentive programs and benefits offered by lodging establishments, including but not limited to PTO, LOA, discounts, etc.	
16.09	Interpret labor laws governing the lodging industry.  	
16.10	Explain need for communication between human resources department and front desk.  	
17.0	Identify controller/finance functions.  The student will be able to:	
17.01	List jobs and duties in the controller/finance department. 	
17.02	Describe importance of the controller/finance team and relationship to overall functions of lodging establishment. 	
17.03	Identify the documents that flow through the controller/finance department.  	
17.04	Identify vocabulary and acronyms unique to the controller/ finance department.  	
17.05	Examine the role of employee productivity in contributing to profit margin (bottom line).	
17.06	Interpret and evaluate a budget of a lodging establishment. 	
17.07	Identify differences between revenue centers and cost centers.  	
17.08	Explain need for communication between controller/finance department and front desk.  	
18.0	Identify safety/security functions.  The student will be able to:	
18.01	List jobs and duties in the safety/security department.  	
18.02	Describe importance of the safety/security team and relationship to overall functions of lodging establishment.  	
18.03	Identify the documents that flow through the safety/security department.  	
18.04	Identify vocabulary and acronyms unique to the safety/ security department.  	
18.05	Discuss importance of key control and safety deposit boxes.  	
18.06	Recognize guest safety and security issues (i.e., peepholes, smoke alarms, fire extinguishers).  	
18.07	Investigate laws pertaining to safety and security (i.e., ADA and OSHA).  	
18.08	Identify safety issues pertaining to lodging organizations’ public areas (i.e., pool, stairwells, parking lots/garage, and exercise facilities).  	
18.09	Develop a severe weather/hurricane preparedness plan.   	
18.10	Diagram evacuation plan to include location of fire exit routes, emergency alarm locations, and stairwells.  	
18.11	Explain functions of the public broadcasting system, emergency contact telephone numbers, and chain of command.  	
18.12	Demonstrate lost and found procedures. 	
18.13	Simulate the use of two-way radios and other communication devices.	
18.14	Explain need for communication between safety/security and front desk. 	
18.15	Increase awareness in current security concerns, such as human trafficking, opioid use, active shooter, armed robbery, etc.	
19.0	Identify engineering/maintenance functions.  The student will be able to:	
19.01	List jobs and duties in the engineering department.  	
19.02	Describe importance of the engineering team and relationship to overall functions of lodging establishment. 	
19.03	Identify documents that flow through the engineering department.  	
19.04	Identify vocabulary and acronyms unique to the engineering department. 	
19.05	Communicate importance of follow-up actions and procedures between engineering and the front desk department. 	
19.06	Identify different types of maintenance (i.e., routine, emergency, scheduled).  	
19.07	Identify regulations and standards as they apply to the engineering department (i.e., innkeepers law (509), OSHA, ADA, etc.).  	
19.08	Illustrate and label facility layout. 	
19.09	Explain need for communication between engineering/ maintenance and front desk.  	
20.0	Identify front desk functions.  The student will be able to:	
20.01	Create a table on the computer summarizing the activities in the four stages of the guest cycle. 	
20.02	Describe importance of the front desk team and relationship to overall functions of lodging establishment.	
20.03	Identify documents that flow through the front desk department.  	
20.04	Identify vocabulary and acronyms unique to the front desk department.  	
20.05	Demonstrate ability to generate and distribute front desk reports.  	
20.06	Identify laws, regulations, and standards as they pertain to front desk operations.  	
20.07	Explain need for interdepartmental communication.  	
21.0	Examine the guest cycle process.  The student will be able to:	
21.01	Explain and demonstrate pre-arrival procedures.	
21.02	Demonstrate process of greeting guest (body language, facial expression, guest acknowledgment). 	
21.03	Simulate guest registration process. 	
21.04	Prepare and complete the guest departure process including zeroing out the account, processing payment, and updating system room status codes.	
21.05	Simulate the four stages of the guest cycle by writing scripts, acting out, and making a video of each stage.	
22.0	Practice responding to guest needs, requests, and concerns.  The student will be able to:	
22.01	Identify and classify guest requests.  Examine appropriate follow-up procedures.  	
22.02	Recognize, compare, and contrast cultural differences. 	
22.03	Research and practice common phrases in various foreign languages that would be useful in the hospitality environment.	
22.04	Distinguish among types of guest complaints (i.e., attitudinal, mechanical, service related, unusual). 	
22.05	Predict outcomes and practice mediation techniques. 	
22.06	Demonstrate ability to convey hotel features, services, amenities, and special events to guests. 	
23.0	Operate front desk computer/office technology.  The student will be able to:	
23.01	Demonstrate computer knowledge (i.e., hardware, software, operating systems, and terminology). 	
23.02	Demonstrate proper keyboarding techniques. 	
23.03	Utilize word processing software to create career and industry related documents. 	
23.04	Utilize spreadsheet software to enhance decision-making skills.  	
23.05	Utilize database software to create a basic database.  Utilize presentation software to create a multimedia presentation. 	
23.06	Explain and utilize Internet fundamentals (i.e., e-mail, portals/search engines).	
23.07	Identify and describe the function of technology-based office equipment.  	
24.0	Perform designated job skills.  The student will be able to:	
24.01	Perform tasks as outlined in the job performance skills plan.  	
24.02	Display an acceptable level of productivity and quality control. 	
24.03	Maintain appropriate records. 	
24.04	Demonstrate appropriate dress and grooming habits for the workplace environment.	
24.05	Research a company's products and services. 	
25.0	Demonstrate work ethics.  The student will be able to:	
25.01	Demonstrate effective written and oral communication and listening skills.  	
25.02	Demonstrate the ability to resolve customer, employee, and employee/employer problems and concerns using critical thinking and problem solving techniques.	
25.03	Demonstrate acceptable work habits and conduct in the workplace as defined by company policy.  	
25.04	Demonstrate legal and ethical behavior within the scope of job responsibilities.  	
25.05	Follow policies and procedures affecting safety, health, and well-being.  	
25.06	Exhibit behavior supporting and promoting cultural and ethnic diversity.  	
25.07	Demonstrate interpersonal skills that enhance team productivity and foster positive work ethics.  	
	
Course Number: HMV0202
Occupational Completion Point: C 
Lodging Manager – 150 Hours	
26.0	Define and apply various management styles and leadership techniques.  The student will be able to:	
26.01	Compare and contrast autocratic, bureaucratic, democratic, and laissez-faire management styles. 	
26.02	Apply the different management styles to a variety of front desk situations (i.e., financial transactions, personnel issues, guest relations). 	
26.03	Define empowerment; centralization and decentralization; Theory X, Theory Y, and Theory Z; transactional; and transformational as they apply to leadership.  	
26.04	Distinguish between management and leadership.  	
27.0	Define and evaluate role of effective team building.  The student will be able to:	
27.01	Assess characteristics of successful teams (i.e., mission statement, code of conduct, effective leadership).	
27.02	Identify and discuss stages of team development (i.e., forming, storming, norming, performing, transforming).  	
27.03	Discuss, apply, and evaluate brainstorming techniques.   	
27.04	Compare and contrast positive and negative roles individuals play in a team situation.  	
27.05	Explain how to work with individuals and specific behaviors to encourage team building.  	
27.06	Apply different team building techniques to front desk operations.	
28.0	Analyze the laws, legislation, and regulations that affect the lodging industry.  The student will be able to:	
28.01	Identify, interpret, and apply applicable wage and hour laws.  	
28.02	Identify, interpret, and apply laws affecting hiring practices.  	
28.03	Identify, interpret, and apply labor relations laws.  	
28.04	Identify, interpret, and apply public health and safety laws.  	
28.05	Identify, interpret, and apply workers’ compensation laws.  	
28.06	Identify, interpret, and apply the Innkeeper's Act.  	
28.07	Identify, interpret, and apply the Civil Rights Act.  	
28.08	Identify, interpret, and apply company and/or franchise regulations.  	
28.09	Identify licenses and permits required to operate a lodging establishment.  	
28.10	Discuss insurance requirements of a lodging establishment. 	
28.11	Investigate taxes affecting the lodging industry.  	
28.12	Interpret laws affecting contractual agreements (i.e., sales receipt, voucher, vendors).	
28.13	Research conservation and Green Initiatives in the hospitality industry (such as LEED, Leadership in Energy and Environmental Design).  	
28.14	Analyze management's liability and best practices regarding emerging legal issues such as short-term rental regulations, human trafficking awareness protocols, and service animal legislation.	
29.0	Describe and demonstrate personnel supervision techniques.  The student will be able to:	
29.01	Prepare a job description and task analysis for front desk agent position. 	
29.02	Conduct a job application interview. 	
29.03	Develop and implement modern, inclusive recruiting, interviewing, and selection strategies, including leveraging digital platforms, to address high industry turnover and promote diversity.	
29.04	Prepare and maintain an employee work schedule.  	
29.05	Apply dispute resolution skills to the handling of staff grievances, conflicts, disputes, and/or complaints.   	
29.06	Design comprehensive employee retention programs, including tailored incentive structures, non-monetary recognition, and strategies for building a positive, engaging workplace culture.	
29.07	Design ways to appreciate/recognize outstanding employee behavior.  	
29.08	Demonstrate techniques for delegating responsibility and authority.  	
29.09	Assess effectiveness of delegation techniques.  	
29.10	Demonstrate effective administration of the full performance management cycle, including conducting performance appraisals, writing constructive disciplinary actions, and documenting performance issues digitally.	
30.0	Manage guest services.  The student will be able to:	
30.01	Prepare responses to typical guest requests, including verbal, face-to-face as well as using appropriate technology.	
30.02	Create appropriate follow-up procedures, including verbal (face-to-face) or written (using technology, apps, text messages, email, etc.).	
30.03	Research and assemble information concerning the surrounding community. 	
30.04	Design a guest service policy. 	
30.05	Develop and execute a strategy for proactive Online Reputation Management (ORM), including analyzing guest sentiment across major review platforms (e.g., TripAdvisor, OTAs) and formulating professional management responses.	
30.06	Forecast guest needs based on future trends and unusual events (i.e., Super Bowl, Olympics, natural disasters). 	
30.07	Compare and contrast the specific needs for various travelers and market segments (business, leisure, international, convention, meeting, etc.).	
31.0	Maintain accounting and information system.  The student will be able to:	
31.01	Define revenue, gross income, overhead, and profit.  	
31.02	Examine the main accounting tools used by the business office of a lodging establishment, such as income statements, ledgers, etc.  	
31.03	Explain procedures for handling Airline Reporting Corporation (ARC) traffic documents (i.e., tour orders, Miscellaneous Charge Orders [MCOs]). 	
31.04	Define a credit transaction and credit terms.  	
31.05	Prepare and interpret an invoice, a monthly statement, and a purchase order.  	
31.06	Post accounting information to an accounts receivable journal, a cash receipts journal, an accounts payable journal, and a disbursements journal. 	
31.07	Analyze and apply key lodging metrics—RevPAR, ARI, Occupancy Rate, GOPPAR, and Flow-Through—to evaluate departmental performance, forecast demand, and make dynamic pricing and staffing recommendations.	
31.08	Interpret room availability, occupancy, and revenue reports.  	
31.09	Evaluate the role of integrated systems (PMS, POS, CRS, RMS) in aggregating data for management reports and identify potential data reconciliation issues across platforms.	
32.0	Describe the aspects of entrepreneurship.  The student will be able to:	
32.01	Define "entrepreneurship."  	
32.02	Describe importance of entrepreneurship as it relates to the lodging industry and the American economy.  	
32.03	Discuss entrepreneurship as a career choice (i.e., characteristics, aptitudes, and skills necessary to be a successful entrepreneur). 	
32.04	List advantages and disadvantages of business and franchise ownership.  	
32.05	Analyze risks and benefits involved in ownership of a lodging business.  	
32.06	Practice business skills needed to operate a lodging business efficiently and effectively.	
32.07	Develop a business plan for opening a lodging property. 	
32.08	Create an advertising campaign to promote your lodging property.	
32.09	Research and create a “Dream Design” such as a hotel, club, or Bed and Breakfast, describing the target market, design and amenities, food and beverage, staff needed to operate, and marketing ideas.  	
33.0	Demonstrate the use of information technology within a lodging property.  The student will be able to:	
33.01	Explain importance and uses of information technology in the management of a lodging property.  	
33.02	Demonstrate proficiency with information technology as used in the lodging industry.	
33.03	Utilize integrated software programs to facilitate staff training.  	
33.04	Demonstrate proficiency with front office computer systems applications.	
33.05	Implement and monitor property security protocols related to guest data privacy, network access control, and adherence to PCI compliance standards for front-office systems.	

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.

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program.  Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Basic Skills

In Career Certificate Programs offered for 450 hours or more, in accordance with Rule 6A-10.040, F.A.C., the minimum basic skills grade levels required for postsecondary adult career and technical students to complete this program are:  Computation (Mathematics) and Communications (Reading and Language Arts). These grade level numbers correspond to a grade equivalent score obtained on a state designated basic skills examination.  

Adult students with disabilities, as defined in Section 1004.02, Florida Statutes, may be exempted from meeting the Basic Skills requirements (Rule 6A-10.040).  Students served in exceptional student education (except gifted) as defined in s. 1003.01, F.S., may also be exempted from meeting the Basic Skills requirement.  Each school district and Florida College System Institution must adopt a policy addressing procedures for exempting eligible students with disabilities from the Basic Skills requirement as permitted in Section 1004.91, F.S.

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.

Note: postsecondary curriculum and regulated secondary programs cannot be modified.