CLUSTER Human Services

CONCENTRATION Travel and Tourism Management

WVEIS CODE 1210

ONET 19-1031.03 - Park Naturalists 39-7011.00 - Tour Guides and Escorts 13-1121.00 - Meeting, Convention, and Event Planners 43-4181.00 - Reservation and Transportation Ticket Agents and Travel Clerks 39-9032.00 - Recreation Workers

Sample of job titles upon completion of the concentration: Tour Guide, Docent, Historical Interpreter, Museum Guide, Interpreter, Discovery Guide, Guide, Museum Educator, Science Interpreter, Recreation Supervisor, Activities Director, Activities Assistant, Recreation Assistant, Activity Aide, Activity Assistant, Activity Director, Program Assistant, Recreation Specialist, Activities Coordinator, Reservations Agent, Customer Service Agent, Customer Service Representative Station Agent, Tour Sales Representative Sample of job titles with additional education: Park Naturalist, Environmental Education Specialist, Park Interpretive Specialist, Park Activities Coordinator, Park Manager, Conference Services Manager, Catering Manager, Events Manager, Conference Planner, Director of Events, Event Manager

INDUSTRY CREDENTIALS Guest Service Gold

REQUIRED COURSES WVEIS Code Course7663 Travel West Virginia1211 Foundation of Travel and Tourism1212 Event Management and Operations1015 Hospitality Services (A) or0437 Hospitality & Tourism Marketing (B)

SKILL SETS

Career Preparation SkillsSafetyLeadership DevelopmentCustomer ServiceHospitality IndustryImpact of Tourism in West VirginiaPride in the State of West Virginia

West Virginia’s Economic, Physical, Social, and Cultural Landscape Economic Opportunities in Regions of West VirginiaProfessional and Consumer Roles in West Virginia Tourism

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Role of Business Innovation in West Virginia TourismCareers in the Hospitality and Tourism IndustryEthics and ProfessionalismOverview of Tourism IndustryImpact of TourismInteraction with GuestsOperationsLodgingThe Restaurant Business

Managed ServicesParks, Recreation and TourismGaming EntertainmentMeetings, Conventions and ExposSpecial EventsManagement Leadership Hospitality MarketingHuman ResourcesFinances and Cost ControlsGuest Reservations and Travel Information

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Skill set standards for Career Preparation Skills, Workplace Safety, Leadership Development, Customer Service should be integrated throughout the concentration as remaining skill sets are delivered.

Skill Set Standard

Career Preparation Skills

Knowledge Objectives

Students will demonstrate knowledge of career paths. goal development and achievement. attitudes and work habits that support career retention and advancement. personal qualities and abilities needed to be effective with children. communication in varied contexts.

Performance Objectives

Students will relate skills and abilities to possible career pathways. explain methods of goal development. discuss methods of time management and task coordination. practice professionalism in punctuality, appropriate dress, task completion,

etc. investigate methods of supervision such as giving and receiving feedback

and instruction. develop and present a statement of their personal work ethic beliefs. prepare an application, cover letter, resume and thank you letter. create an employment portfolio for use when applying for projects.

Skill Set Standard

Safety

Knowledge Objectives

Students will demonstrate knowledge of basic first aid concepts/procedures in the hospitality industry. proper procedures in prevention of workplace injuries.

Performance Objectives

Students will

analyze the legal responsibility to provide a safe environment. discuss the role of OSHA (Occupational Safety and Health Administration)

regulations in the industry. examine ways to use protective clothing and equipment to prevent injuries.

Skill Set Standard

Leadership Development

Knowledge Objectives

Students will demonstrate knowledge of public speaking. parliamentary law. leadership concepts. characteristics of effective teams and organizations.

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Performance Objectives

Students will develop and deliver speeches. participate in business meetings. attend leadership conferences and training (local, state and/or national). volunteer in community service opportunities. participate in career development events.

Skill Set Standard

Customer Service

Knowledge Objectives

Students will demonstrate knowledge of skills and procedures in customer and guest services. interpersonal skills to build effective working relationships. social perceptiveness by being aware of others' reactions and understanding

why they react as they do.

Performance Objectives

Students will assess customer needs. meet quality standards for service. evaluate customer satisfaction. demonstrate concern for others. use good manners and show cooperation. work with diverse people by being flexible and open-minded. negotiate with others to resolve conflicts and settle disputes. maintain open communication with others. accurately interpret the verbal and non-verbal behaviors of others; base actions appropriately. respect diversity by demonstrating respect for, listening to, and considering

the opinions, perspectives, customs, and individual differences of others.

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Travel West Virginia 7663

Skill Set Standard Impact of Tourism in West VirginiaKnowledge Objectives Students will demonstrate knowledge of

why West Virginia is a prime tourist destination. the roles of the CVB, WVHTA, and West Virginia’s Division of

Tourism. the reasons people travel. internal and external factors that motivate people to travel. what factors impact tourism. the elements of infrastructure. the importance of tourism to West Virginia’s economy.

Performance Objectives Students will interpret data regarding tourism in West Virginia. categorize types of tourism available in West Virginia. research West Virginia’s infrastructure and its importance in

developing tourism in West Virginia. analyze the relationship between employee attitude, appearance, and

actions and guest or customer satisfaction. complete the training for the certificate of recognition in West

Virginia Welcome. Skill Set Standard Pride in the State of West Virginia

Knowledge Objectives Students will demonstrate knowledge of the differences between stereotypes and prejudice. stereotypes used to describe West Virginia. the effects of prejudice on the reputation of West Virginia. examples of positive and negative stereotyping of West Virginia.

Performance Objectives Students will research the effectiveness of slogans the promote West Virginia. propose strategies to increase a positive view of West Virginia.

Skill Set Standard West Virginia’s Economic, Physical, Social, and Cultural Landscape

Knowledge Objectives Students will demonstrate knowledge of the physical geography of West Virginia that supports tourism. West Virginia’s tourist regions from maps, pictures, charts and

graphs.

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Performance Objectives Students will locate the tourist regions of West Virginia on a map. locate ten places of cultural significance in West Virginia. locate ten places of economic significance in West Virginia that are

nature based related to Parks, Recreation and Tourism. locate ten places of recreational interest in West Virginia that are

man-made in each of the tourism regions. categorize historical/geographic places of interest in each of the

tourism regions. categorize historical places of interest by time period in each of the

tourism regions.

Skill Set Standard Economic Opportunities in the Regions of West VirginiaKnowledge Objectives Students will demonstrate knowledge of

categories of businesses affected by tourism. the impact of tourism on select businesses. the impact of interstate highways on the economic development of

West Virginia. reasons businesses locate in specific areas. the role of lodging and restaurants to the promotion of tourism. historical structures that have been used for economic development

in West Virginia.Performance Objectives Students will

chart the strengths and weaknesses of each of the tourist regions. categorize the industries and products that are most important to

West Virginia’s economy. evaluate the economic impact of special events such as fairs,

festivals, etc. examine how an increase or decrease in tourism affects businesses. evaluate the importance of natural and historical preservation versus

economic progress. Skill Set Standard Professional and Consumer Roles in West Virginia Tourism

Knowledge Objectives Students will demonstrate knowledge of regulations relative to various travel and tourism industries, i.e.

boating, hunting and fishing. customer service roles in the hospitality industry. recreational facilities to meet consumer needs. fares and fees of travel, lodging, meals, taxes and miscellaneous

costs.Performance Objectives Students will

plan vacations for customers when given various scenarios. complete appropriate forms as a professional or a consumer. role play customer service scenarios. problem solve case studies of tourism situations.

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Skill Set Standard Role of Business Innovation in West Virginia TourismKnowledge Objectives Students will demonstrate knowledge of

the factors that make tourism a product or a service. the role of marketing in West Virginia tourism. how increased tourism brings added demands on public

facilities/services. desirable entrepreneurial personality traits. hospitality and tourism business innovations that are related to

career/technical programs of studies. entrepreneurial opportunities in venture creation.

Performance Objectives Students will evaluate information from a variety of sources to assess marketing

needs for the local tourism region. formulate a marketing strategy in digital and social networking for a

new hospitality or tourism business in the local region. prepare a summary of a business idea in tourism. defend a need for a business idea in tourism. relate the business to the current infrastructure. create a facility design of a tourism business idea. prepare advertising element for the business idea. prepare a presentation about the business idea.

Skill Set Standard Careers in the Hospitality and Tourism IndustryKnowledge Objectives Students will demonstrate knowledge of

careers in the hospitality/tourism industry. careers in hospitality/tourism according to income levels. how careers in hospitality/tourism can change over time. opportunities for entrepreneurism in West Virginia. career opportunities in each of the tourism regions. the role an employee fills in promoting tourism. the benefits of a career in hospitality/tourism. opportunities for employment in the hospitality/tourism industry in

West Virginia.

Performance Objectives Students will organize a complete job search in a specific hospitality/tourism career

field. develop a presentation about a career option in hospitality in West

Virginia. develop a portfolio for use with applying for internships and work-

based learning opportunities in hospitality, tourism, and recreation careers.

demonstrate job seeking and job keeping skills.

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Skill Set Standard Ethics and Professionalism Knowledge Objectives Students will demonstrate knowledge of

how to identify an ethical issue. ethical behavior and positive leadership while working

collaboratively in the school and/or community. critical thinking and ethical standards. how to adapt to new situations by considering multiple

perspectives. Performance Objectives

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Students will create information for oral, written, and multimedia

communications, adhering to copyright laws. demonstrate teamwork skills in school, community and workplace

settings. apply communication skills in school, community and workplace

settings. demonstrate professional and ethical collaborative relationships in

teams. apply time and work management skills to facilitate service tasks. evaluate strategies in order to independently solve problems. model legal and ethical behaviors. evaluate alternative actions. apply critical thinking and ethical standards when making

judgments and taking action. reflect on outcomes.

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Foundation of Travel and Tourism WVEIS 1211

Skill Set Standard Overview of Tourism Industry

Knowledge Objectives Students will demonstrate knowledge of

the travel and tourism industry. the role customer service plays in the success of hospitality.

Performance Objectives Students will

examine employment opportunities in the hospitality industry. discuss the relationship between hospitality and tourism. examine qualities and characteristics of the tourism industry. explain importance of service to the tourism industry. contrast the nature of the tourism industry with other industry

sectors. discuss how shift work plays a part in the tourism industry.

Skill Set Standard Impact of Tourism

Knowledge Objectives Students will demonstrate knowledge of

qualities and characteristics of tourism. the economic impacts of tourism. the social and cultural impacts of tourism.

Performance Objectives Students will discuss the meaning of tourism. research tourism organizations. outline areas of economic impact from tourism. research how tourism is promoted. outline why people travel and choose destinations. discuss society’s and culture’s impact on tourism. prepare a presentation on ecotourism.

Skill Set Standard Interaction with Guests

Knowledge Objectives Students will demonstrate knowledge of

types of interactions with tourists and guests. appropriate guidelines for working with guests.

Performance Objectives Students will describe tour points of interest to group members, and respond to

questions. escort individuals or groups on, sightseeing tours, or through

places of interest.

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conduct educational activities for school children. monitor visitors' activities to ensure compliance with

establishment or tour regulations and safety practices. provide directions and other pertinent information to visitors. greet and register visitors, and issue any required identification

badges or safety devices. distribute brochures, show audiovisual presentations, and explain

establishment processes and operations at tour sites. research various topics, including site history, environmental

conditions, and clients' skills and abilities to plan appropriate expeditions, instruction, and commentary.

Skill Set Standard Operations

Knowledge Objectives Students will demonstrate knowledge of

operations in the travel and tourism industry.

Performance Objectives Students will outline functions of reservations and guest services. research the various responsibilities of customer service

employees. brainstorm ways to meet challenges that might address. research the positions and roles of various staff members in a

tourism based business

Skill Set Standard: Lodging

Knowledge Objectives Students will demonstrate knowledge of

the hotel and lodging industry.Performance Objectives Students will

examine different lodging ownership and management options. research different types of unique lodging. trends in lodging development. research various successful chain and independent lodging

properties.

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Skill Set Standard: The Restaurant Business

Knowledge Objectives Students will demonstrate knowledge of

the trends in restaurants in the tourism environment.

Performance Objectives Students will

study characteristics of various types of cuisine in today’s restaurants.

outline the considerations when developing a new restaurant. classify different types of restaurants. research various successful chain and independent restaurants. describe management of the kitchen. discuss how restaurants are managed in a lodging facility.

Skill Set Standard: Managed Services

Knowledge Objectives Students will demonstrate knowledge of

managed services in the restaurant business.

Performance Objectives

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Students will

chart the different managed service operations. discuss the need for managed service operations for various

service operations. report on the pros and cons for managed service. outline the food service manager’s role. research the trends in managed services.

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Event Management and Operations WVEIS 1212

Skill Set Standard Career Preparation Skills

Knowledge Objectives Students will demonstrate knowledge of

career paths. goal development and achievement. attitudes and work habits that support career retention and

advancement. communication in varied contexts.

Performance Objectives Students will

relate skills and abilities to possible career pathways. explain methods of goal development. discuss methods of time management and task coordination. practice professionalism in punctuality, appropriate dress, task

completion, etc. investigate methods of supervision such as giving and receiving

feedback and instruction. develop and present a statement of their personal work ethic. prepare an application, cover letter, resume and thank you letter.

Skill Set Standard Recreation, Theme Parks, and Clubs

Knowledge Objectives Students will demonstrate knowledge of

the relationship of recreation and leisure to wellness. government sponsored recreation. differentiation between commercial recreation and non-

commercial recreation. the components that make up commercial recreation. the makeup of a theme park. the role clubs play in the hospitality industry. types of clubs.

Performance Objectives Students will

examine various departments of clubs. outline the club management structure. research the management of a leadership model. create the organizational chart of a club. outline different types of noncommercial recreation. present on a government-sponsored recreation area.

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research the current trends in recreation, theme parks and clubs.Skill Set Standard Gaming Entertainment

Knowledge Objectives Students will demonstrate knowledge of

the trends of the gaming industry. the career opportunities in the gaming industry. the makeup of gaming entertainment.

Performance Objectives Students will

outline the background of the gaming industry. research the expansion of gaming in North America. research a presentation of one of the industry giants in the gaming

industry.Skill Set Standard Meetings, Conventions and Expositions

Knowledge Objectives Students will demonstrate knowledge of

the development of meeting, convention and exposition growth in the hospitality industry.

the role of a meeting planner. the role of a service contractor. the role of a destination management company. the components that make up the convention industry. the types of organizations make up historical associations.

Performance Objectives Students will

explain the different types of popular meetings. research a local convention and visitor’s bureau to determine its

makeup. outline the makeup different types of meetings, conventions and

expositions. outline the steps that go into meeting planning. examine various venues for meetings, conventions and

expositions. research the current trends in the meeting, convention and

exposition facet of the hospitality industry.Skill Set Standard Special Events

Knowledge Objectives Students will demonstrate knowledge of

the required skills and abilities needed for event planning. the relevance of special event organizations. the trends in the special events industry.

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Performance Objectives Students will create a visual that defines special events. research the event planner career path. outline the event planning process. classify different types of special events.

Skill Set Standard Leadership and Management

Knowledge Objectives Students will demonstrate knowledge of

differentiation between leadership and management. characteristics of leaders and managers. ethical behavior in the hospitality industry. trends in leadership and management.

Performance Objectives Students will

chart the roles and skills needed to be a manager. role play ethical behavior situations in the hospitality industry. outline the dynamics of demand on managers in hospitality.

Skill Set Standard Hospitality MarketingKnowledge Objectives Students will demonstrate knowledge of

hospitality marketing. types of marketing competitor analysis. the role of marketing’s importance to business. internal marketing. the concept of market demand. the techniques used to gain sales.

Performance Objectives Students will explain marketing segmentation. research positioning in the hospitality industry. differentiate types of marketing. examine the trends in hospitality marketing and sales develop marketing strategies to address specific needs.

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Skill Set Standard Human Resources

Knowledge Objectives Students will demonstrate knowledge of

the role of human resources and management in the hospitality industry.

the major legislative acts relative to employment law. the trends in the area of human resources in the hospitality

industry.

Performance Objectives Students will

create a checklist of the elements that are important in an appropriate job descriptions.

chart the major topics in recruitment. research the selection and orientation process. outline the various components of employee assistance programs.

Skill Set Standard Accounting, Finance and Cost Control

Knowledge Objectives Students will demonstrate knowledge of

the trends in accounting, finance and cost control in the hospitality industry.

the systems of accounts typically used in the hospitality industry.

Performance Objectives Students will

answer questions from different financial records. outline cash flow in the hospitality industry. research ways to control costs in the hospitality industry.

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Hospitality Services WVEIS 1015

Skill Set Standard Organization of Hospitality Service

Knowledge Objectives Students will demonstrate knowledge of organization of the hospitality and service industry. communication skills when dealing with customer service.

Performance Objectives Students will analyze how hospitality trends affect hospitality operations. create an organizational diagram of staffing in the front-of-the

house and back-of-the-house of both foodservice and lodging hospitality service industry.

prepare a chart of professional associations and student organizations that are important to the hospitality industry.

create a report about the importance of customer satisfaction and the six characteristics that customer-focused employees utilize to develop quality and consistent service.

create a presentation about customer service and what qualities make successful hospitality employees.

role play different “critical moments” service encounters that an employee might encounter in the hospitality industry.

Skill Set Standard Entrepreneurship

Knowledge Objectives Students will demonstrate knowledge of entrepreneurship opportunities in the hospitality service industry.

Performance Objectives Students will

discuss small business opportunities in hospitality service. research entrepreneurship opportunities in the hospitality field. outline the governmental requirements for starting and running a

foodservice business. chart the process of developing of a business plan. research the past, present, and future of the hospitality service

industry.

Skill Set Standard Ethics and Customer Service

Knowledge Objectives Students will demonstrate knowledge of good work ethics.

Performance Objectives Students will

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discuss the relevance of ethical behavior in the workplace. discuss the ramifications of unethical behavior in the workplace. outline seven questions that can help make ethical questions. collaborate with other students to develop work ethic guidelines. explain four common law rights that guests are guaranteed.

Skill Set Standard Setup TechniquesKnowledge Objectives Students will demonstrate knowledge of

setup techniques in the hospitality service industry. different setup room arrangements for various types of service.

Performance Objectives Students will demonstrate the setup of tables for different types of banquet

service. demonstrate different plating/table dressing techniques relative to

different types of functions. choose décor and table décor relative to the type of function. choose flatware, glassware, and plate ware to match the food that

will be served. outline steps to breakdown a banquet room. fold napkins into various decorative shapes. restock side station items.

Skill Set Standard Beverage and Equipment

Knowledge Objectives Students will demonstrate knowledge of use and maintenance of beverage equipment in the hospitality

field.Performance Objectives Students will

operate hot and cold beverage equipment. prepare cold beverage equipment for service. develop a preparation chart of specialty beverages.

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Skill Set Standard Dining Environments

Knowledge Objectives Students will demonstrate knowledge of

dining environments. various types of meal service.

Performance Objectives Students will

outline five different types of dining environments. explain the characteristics of various types of meal service. demonstrate proper dining etiquette. demonstrate the different styles of meal service.

Skill Set Standard Serving Techniques in Food and Beverage

Knowledge Objectives Students will demonstrate knowledge of serving techniques of food and beverage in the hospitality service

industry. duties of each member of the service staff.

Performance Objectives Students will

demonstrate proper techniques for serving food and beverages. demonstrate proper techniques for taking customer orders. demonstrate how to use suggestive selling to increase sales. calculate customer checks. demonstrate proper presentation techniques when giving checks to

customers. demonstrate service skills that provide exceptional customer

service. discuss how an employee can use time/motion effectively.

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