ITHM 390 ADVANCE INTERNSHIP HOTEL MANAGEMENT … 390 DLP... · la profesión de Gerencia Hotelera provee una combinación de experiencia de trabajo y la oportunidad de aplicar lo

Sistema Universitario Ana G. Méndez

School for Professional Studies

Florida Campuses

Universidad del Este, Universidad Metropolitana, Universidad del Turabo

ITHM 390

ADVANCE INTERNSHIP HOTEL MANAGEMENT

PRÁCTICA ADVANZADA GERENCIA HOTELERA

© Sistema Universitario Ana G. Méndez, 2010

Derechos Reservados.

© Ana G. Méndez University System, 2010. All rights reserved.

ITHM 390 Advance Internship Hotel Management2

Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA

TABLA DE CONTENIDO/TABLE OF CONTENTS

Páginas/Pages

Guía de Estudio ............................................................................................................................... 4

Study Guide .................................................................................................................................. 18

Workshop One .............................................................................................................................. 30

Taller Dos...................................................................................................................................... 34

Workshop Three............................................................................................................................ 38

Taller Cuatro ................................................................................................................................. 42

Workshop Five/Taller Cinco ......................................................................................................... 46

Anejo A/Appendix A .................................................................................................................... 50

Anejo B/Appendix B..................................................................................................................... 52

Anejo C/Appendix C..................................................................................................................... 54

Anejo D/Appendix D .................................................................................................................... 56

Anejo E/Appendix E ..................................................................................................................... 58

Anejo F/Appendix F ..................................................................................................................... 60

Anejo G/Appendix G .................................................................................................................... 62

Anejo H/Appendix H .................................................................................................................... 63

Anejo I/Appendix I ....................................................................................................................... 64

Anejo J/Appendix J ....................................................................................................................... 66

Anejo K/Appendix K .................................................................................................................... 68

Anejo L/Appendix L ..................................................................................................................... 69

Anejo M/Appendix M ................................................................................................................... 70

Anejo N/Appendix N .................................................................................................................... 71

Anejo O/Appendix O .................................................................................................................... 72



Anejo P/Appendix P ..................................................................................................................... 73

Anejo Q/Appendix Q .................................................................................................................... 74



Guía de Estudio

Título del Curso: Práctica Avanzada

Codificación: ITHM 390

Duración: Cinco Semanas

Pre-requisito: Haber completado todos los cursos de concentración

Descripción:

El curso ITHM 390 será referido como Práctica Avanzada en Gerencia Hotelera. Este curso

es la Práctica o Internado Final para los estudiantes que se encuentran en el Bachillerato en

Ciencias en Turismo Internacional y Gerencia Hospitalaria con especialidad en Gerencia

Hotelera. La Práctica Avanzada ayuda al estudiante a completar su preparación académica para

la profesión de Gerencia Hotelera provee una combinación de experiencia de trabajo y la

oportunidad de aplicar lo aprendido dentro del salón de clases. Se requiere que los estudiantes

completen esta práctica en un escenario laboral relacionado con la gerencia dentro de la industria

del turismo para que adquieran experiencia y exposición con las técnicas, metodologías y

procedimientos; todo bajo la supervisión y guía de un administrador capacitado dentro del área.

La Práctica Avanzada en Gerencia Hotelera debe comenzar luego de que el estudiante haya

completado exitosamente 112 créditos dentro del programa, incluyendo todos los cursos de

concentración. La práctica debe ser completada en un término académico (cinco semanas). Se

espera que el practicante trabaje un promedio de 18 horas semanales en el lugar de práctica y que

se reúna con el Facilitador de Práctica dos horas semanalmente. Se acreditarán 3 créditos por

100 horas contacto como participación de esta práctica; 90 en el lugar de práctica y 10 horas en

el salón de clases con el Facilitador de Práctica durante el término.

Objetivos Generales



1. Demostrar lo aprendido en el salón de clases a través de la aplicación de conceptos y teorías

gerenciales.

2. Explorar intereses y habilidades dentro del campo gerencial en la industria hotelera.

3. Redactar un resume que presente una formación profesional sólida..

4. Establecer una red de contactos importantes profesionales dentro de la industria de la

hospitalidad.

5. Implementar destrezas y competencias para la solución de problemas.

6. Obtener experiencia práctica bajo la supervisión de un profesional dentro de la industria

hotelera.

7. Desarrollar la habilidad de trabajar con personas, tanto individualmente como en equipo.

8. Comparar las teorías y conceptos aprendidos en el salón de clases y relacionarlos a las

experiencias vividas.

9. Adquirir y aplicar las técnicas y teorías de solución de problemas.

10. Experimentar competencias y destrezas personales y ejecutar las experiencias y teorías

aprendidas en el salón de clases.

11. Obtener las destrezas necesarias en relación a los procesos rutinarios y responsabilidades de

un gerente dentro de la industria hotelera.

12. Experimentar oportunidades de aprendizaje, observación y práctica de diferentes actividades

administrativas.

13. Auto-evaluarse en relación al campo de estudio y en relación a su desarrollo profesional.

14. Establecer metas reales en relación a su crecimiento y desarrollo profesional.

15. Establecer metas y objetivos profesionales al concluir la experiencia de práctica.

Texto Sugerido



Harris, K. J. (2006). Hospitality Management Internship. Pearson Education, Inc. N.J.: Upper

Saddle River.

Referencias y Material suplementario

Covey, S. (2007). El 8vo hábito. FonoLibro Inc. ISBN-10: 1933499176

Covey, S. (1989).Los 7 Hábitos para personas Altamente Efectivas. Ediciones Paidós Ibérica.

Davis, K. &Newstrom, J. W. (2003). Comportamiento Humano en el Trabajo (11thed).

McGraw-Hill Interamericana.

Drummond, H. (2002). Introduction to organizational behaviour.Oxford; New York: Oxford

University Press.

Educational Institute of the American Hotel & Lodging Association (2003).ITHM 300 –

Rooms Division.EdiciónCustomizada. Universidad del Este International, Schoolof

Tourism and Hospitality Management, Sistema Universitario Ana G. Méndez.

Fried Kline, S., & Sullivan W. (2003). Hotel Front Office Simulation: A Workbook and

Software Package.New Yor:John Wiley & Sons, Inc.

Greenberg, J., & Baron, R. A. (2003).Behavior in Organizations: Understanding and

Managing the Human Side of Work (8thed.). Prentice Hall.

Greenberg, J., & Baron, R. A. (2003).Behavior in Organizations (8thed.). Pearson

Education, Inc.

Ismail, A. (2002). Front Office Operations and Management.Thomson Learning, Inc.

ITHM 300: Rooms division I. Lansing, MI: Educational Institute of the American Hotel &

Lodging Association.

ITHM 301: rooms division II, Lansing, MI: Educational Institute of the American Hotel &

Lodging Association Travel &hospitality career directory.



Kasavana, M. L., & Brooks, R. M. (2001). Managing Front Office Operations (7thed.). East

Lansing MI, AH&LA Educational Institute.

Kasavana, M. L. (1995).Front Office Procedures.East Lansing MI, AH&LA Educational

Institute.

Lucas, R. W. (2004). Customer Service: Skills & Concepts for Success. (2nd ed.). John

Wiley & Sons.

Martin, W.B. (2002). Quality Service: What Every Hospitality Manager Needs to Know (1sted.).

Prentice Hall.

Moreo, P. J., Sammons, G., & Beck, J. (2002). Front office operations and auditingWorkbook.

Upper Saddle River, N.J.: Prentice Hall

Powers, T., & Borrows, C. (2001).Introduction to Management in the Hospitality Industry(7th

ed). John Wiley & Sons, Inc., New York

Robbins, S. P. (2003). Organizational Behavior (10thed... Pearson Education, Inc.

Timm, P. R. (2002). Customer Service: Career Success through Customer Satisfaction (2nded.)

Prentice Hall.

Evaluación:

El esquema de evaluación que se utilizará en este curso es el siguiente:

CRITERIOS %

Asistencia y Puntualidad 15%

Participación y contribución en clase 20%

Trabajos escritos 20%

Presentaciones orales 20%



NOTA : Las matrices a utilizarse para la evaluación de estas actividades se incluyen al final del

módulo.

Descripción de los criterios de evaluación:

1. Asistencia y Puntualidad: La asistencia es mandatoria y la puntualidad representa ética

profesional. El facilitador llevará un registro de las mismas para cada taller y, al finalizar

el curso, utilizará el Anejo A para evaluar a cada estudiante.

2. Participación y Contribución en clase: Se espera que todo estudiante asista a clases

preparado para discutir todas las tareas asignadas previas al taller. El Facilitador evaluará

la participación y contribución de cada estudiante al finalizar el curso utilizando el Anejo

B. Él/ella tomará en cuenta el grado de participación de cada estudiante, si se preparó

para cada taller y su contribución en el desarrollo de la clase.

3. Trabajos escritos y/o ensayos: La preparación de un trabajo escrito es considerada como

una de las mejores maneras de aprender en profundidad acerca de un tema y, por esta

razón, es parte importante de las actividades académicas dentro de un plan de estudios

universitarios. Estos trabajos escritos y/o ensayos son evaluados utilizando matrices con

un valor del 70% en contenido y un 30% en lenguaje. El Facilitador evaluará los trabajos

escritos utilizando el Anejo C y los ensayos con el Anejo D.

4. Presentaciones orales: Una presentación oral constituye un medio a través del cual se

evalúan los conocimientos que poseemos sobre un tema y la claridad y precisión con que

Portafolio del curso 25%

Total 100%



son presentados. Deberá vestir profesionalmente para cada presentación oral.Estas

presentaciones orales son evaluadas utilizando matrices con un valor del 70% en

contenido y un 30% en lenguaje. El Facilitador evaluará las mismas utilizando el Anejo E.

5. Portafolio del curso: El portafolio académico es un registro del aprendizaje que se

concentra en el trabajo del alumno y su reflexión sobre esa tarea. Mediante un esfuerzo

cooperativo entre el alumno y el personal docente se reúne un material que es indicativo

del progreso hacia los resultados esenciales (National Education Association, 1993).Cada

estudiante deberá preparar un portafolio del curso donde reflexionará sobre los temas del

curso y sus experiencias en el centro de práctica. Es importante que cada estudiante

trabaje este portafolio a partir de la primera semana de clases, lo mantenga actualizado y

lo traiga a clases cada semana para que lo pueda utilizar y el Facilitador lo pueda revisar.

El portafolio del curso deberá entregarse en la quinta semana del curso. Sin embargo, el

estudiante debe ir preparando el mismo según progresa el curso para no acumular trabajo

innecesariamente. La presentación es importante y debe estar preparado y organizado

profesionalmente. Debe incluir cada una de las secciones debidamente organizadas y

rotuladas. El Portafolio será evaluado utilizando el Anejo F y el Anejo G para ver el

progreso del mismo.El portafolio deberá ser preparado en una carpeta blanca (2” a 3”) e

incluir las siguientes partes:

a. Portada estilo APA (Anejo H)

b. Tabla de contenido

c. Introducción

d. División en cinco talleres donde cada taller deberá incluir:



i. Tareas asignadas con las correcciones sugeridas por el facilitador.

Deberá incluir todas las tareas semanalesque requiere este módulo. Las

mismas serán entregadas al finalizar cada taller y el Facilitador devolverá

las tareas en la siguiente clase con las correcciones y recomendaciones a

las mismas. El estudiante podrá revisar, corregir y mejorar esas tareas en

función de los comentarios del Facilitador y lo aprendido en clase. Las

tareas deberán ser preparadas en el idioma del taller.

ii. Actividades de avalúo. El estudiante deberá incluír todas las actividades

de avalúo realizadas en clase. Las mismas serán avaluadas por el

Facilitador en relación al conocimiento adquirido por el/la estudiante

sobre lo discutido en clase y en relación al dominio del lenguaje del taller

respectivo.

iii. Anejos (material adicional que usted haya utilizado o que el Facilitador

haya entregado en clase).

e. Conclusión

f. Referencias

Escala:

100-90=A89-80=B79-70=C 69-60=D59-0=F



Descripción de las Normas del Curso

1. Este curso sigue el modelo “Discipline-Based Dual Language Immersion Model®” del

Sistema Universitario Ana G. Méndez, el mismo está diseñado para promover el

desarrollo de cada estudiante como un profesional bilingüe. Cada taller será facilitado

en inglés y en español, utilizando el modelo 50/50. Esto significa que cada taller deberá

ser conducido enteramente en el lenguaje especificado. Los lenguajes serán alternados en

cada taller para asegurar que el curso se ofrece 50% en inglés y 50% en español. Para

mantener un balance, el módulo debe especificar que se utilizarán ambos idiomas en el

quinto taller, dividiendo el tiempo y las actividades equitativamente entre ambos idiomas.

Si un estudiante tiene dificultad en hacer una pregunta en el idioma especificado, bien

puede escoger el idioma de preferencia para hacer la pregunta. Sin embargo, el facilitador

deberá contestar la misma en el idioma designado para ese taller. Esto deberá ser una

excepción a las reglas pues es importante que los estudiantes utilicen el idioma

designado. Esto no aplica a los cursos de lenguaje que deben ser desarrollados en el

idioma propio todo en inglés o todo en español según aplique.

2. El curso es conducido en formato acelerado, eso requiere que los estudiantes se preparen

antes de cada taller de acuerdo al módulo. Cada taller requiere un promedio de diez (10)

horas de preparación y en ocasiones requiere más.

3. La asistencia a todos los talleres es obligatoria. El estudiante que se ausente al taller

deberá presentar una excusa razonable al facilitador. El facilitador evaluará si la

ausencia es justificada y decidirá como el estudiante repondrá el trabajo perdido, de ser

necesario. El facilitador decidirá uno de los siguientes: permitirle al estudiante reponer el

trabajo o asignarle trabajo adicional en adición al trabajo a ser repuesto.



Toda tarea a ser completada antes del taller deberá ser entregada en la fecha asignada. El

facilitador ajustará la nota de las tareas repuestas.

4. Si un estudiante se ausenta a más de un taller el facilitador tendrá las siguientes

opciones:

a. Si es a dos talleres, el facilitador reducirá una nota por debajo basado en la

nota existente.

b. Si el estudiante se ausenta a tres talleres, el facilitador reducirá la nota a dos

por debajo de la nota existente.

5. La asistencia y participación en clase de actividades y presentaciones orales es

extremadamente importante pues no se pueden reponer. Si el estudiante provee una

excusa válida y verificable, el facilitador determinará una actividad equivalente a evaluar

que sustituya la misma. Esta actividad deberá incluir el mismo contenido y componentes

del lenguaje como la presentación oral o actividad a ser repuesta.

6. En actividades de grupo, el grupo será evaluado por su trabajo final. Sin embargo, cada

miembro del grupo deberá participar y cooperar para lograr un trabajo de excelencia, pero

recibirán una calificación individual.

7. Se espera que todo trabajo escrito sea de la autoría de cada estudiante y no plagiado. Se

debe entender que todo trabajo sometido esta citado apropiadamente o parafraseado y

citado dando atención al autor. Todo estudiante debe ser el autor de su propio trabajo.

Todo trabajo que sea plagiado, copiado o presente trazos de otro será calificado con cero.

El servicio de SafeAssign TM de Blackboard será utilizado por los facilitadores para

verificar la autoría de los trabajos escritos de los estudiantes. Es responsabilidad del



estudiante el leer la política de plagio de su universidad. Si usted es estudiante de UNE,

deberá leer la Sección 11.1 del Manual del Estudiante.

Se espera un comportamiento ético en todas las actividades del curso. Esto implica que

TODOS los trabajos tienen que ser originales y que de toda referencia utilizada deberá

indicarse la fuente, bien sea mediante citas o bibliografía. No se tolerará el plagio y, en

caso de que se detecte casos del mismo, el estudiante se expone a recibir cero en el

trabajo y a ser referido al Comité de Disciplina de la institución. Los estudiantes deben

observar aquellas prácticas dirigidas a evitar incurrir en el plagio de documentos y

trabajos.

8. Si el facilitador hace cambios al módulo o guía de estudio, deberá discutirlos y entregar

copia a los estudiantes por escrito al principio del primer taller.

9. El facilitador establecerá los medios para contactar a los estudiantes proveyendo su

correo electrónico, teléfonos, y el horario disponibles.

10. EL uso de celulares está prohibido durante las sesiones de clase; de haber una necesidad,

deberá permanecer en vibración o en silencio.

11. La visita de niños y familiares no registrados en el curso no está permitida en el salón de

clases.

12. Todo estudiante está sujeto a las políticas y normas de conducta y comportamiento que

rigen al SUAGM y el curso.

13. Si por alguna razón no puede acceder las direcciones electrónicas ofrecidas en el módulo,

no se limite a ellas. Existen otros motores de búsqueda y sitios Web que podrá utilizar

para la búsqueda de la información deseada. Entre ellas están:

• www.google.com



• www.ask.com

• www.pregunta.com

• www.findarticles.com

• www.bibliotecavirtualut.suagm.edu

• www.eric.ed.gov/

• www.flelibrary.org/

• http://www.apastyle.org/

14. Para comprar o alquilar libros de texto o referencias nuevas o usadas puede visitar:

• http://www.chegg.com/(alquiler)

• http://www.bookswim.com/ (alquiler)

• http://www.allbookstores.com/ (compra)

• http://www.alibris.com/(compra)

Estos son sólo algunas de las muchas compañías donde puede comprar o alquilar libros.

15. El/la facilitador(a) puede realizar cambios a las direcciones electrónicas y/o añadir

algunas de ser necesario.

16. Del facilitador o el estudiante requerir o desear una investigación o la administración de

cuestionarios o entrevistas, deben referirse a las normas y procedimientos de la Oficina

de Cumplimiento y solicitar su autorización. Para acceder a los formularios de la Oficina

de Cumplimiento pueden visitar este enlace

http://www.suagm.edu/ac_aa_re_ofi_formularios.asp y seleccionar los formularios que

necesite.

17. Además de los formularios el estudiante/facilitador puede encontrar las instrucciones para

la certificación en línea. Estas certificaciones incluyen: IRB Institutional Review Board,



Health Information Portability Accounting Act (HIPAA), y Responsibility Conduct for

Research Act (RCR).

18. De tener alguna duda, favor de comunicarse con la Coordinadoras Institucionales o a la

Oficina de Cumplimiento a los siguientes teléfonos:

Sra. Evelyn Rivera Sobrado, Directora Oficina de Cumplimiento

Tel. (787) 751-0178 Ext. 7196

Srta. Carmen Crespo, Coordinadora Institucional Cumplimiento – UMET

Tel. (787) 766-1717 Ext. 6366

Sra. Josefina Melgar, Coordinadora Institucional Cumplimiento – Turabo

Tel. (787) 743-7979 Ext.4126

Dra. Rebecca Cherry, Coordinadora Institucional Cumplimiento – UNE

Tel. (787) 257-7373 Ext. 3936



Filosofía y Metodología Educativa

Este curso está basado en la teoría educativa del Constructivismo. Constructivismo es

una filosofía de aprendizaje fundamentada en la premisa de que, reflexionando a través de

nuestras experiencias, podemos construir nuestro propio conocimiento sobre el mundo en el que

vivimos.

Cada uno de nosotros genera nuestras propias “reglas “y “métodos mentales” que

utilizamos para darle sentido a nuestras experiencias. Aprender, por lo tanto, es simplemente el

proceso de ajustar nuestros modelos mentales para poder acomodar nuevas experiencias. Como

facilitadores, nuestro enfoque es el mantener una conexión entre los hechos y fomentar un nuevo

entendimiento en los estudiantes. También, intentamos adaptar nuestras estrategias de enseñanza

a las respuestas de nuestros estudiantes y motivar a los mismos a analizar, interpretar y predecir

información.

Existen varios principios para el constructivismo, entre los cuales están:

1. El aprendizaje es una búsqueda de significados. Por lo tanto, el aprendizaje debe comenzar

con situaciones en las cuales los estudiantes estén buscando activamente construir un

significado.

2. Significado requiere comprender todas las partes. Y, las partes deben entenderse en el

contexto del todo. Por lo tanto, el proceso de aprendizaje se enfoca en los conceptos

primarios, no en hechos aislados.

3. Para enseñar bien, debemos entender los modelos mentales que los estudiantes utilizan para

percibir el mundo y las presunciones que ellos hacen para apoyar dichos modelos.

4. El propósito del aprendizaje, es para un individuo, el construir su propio significado, no sólo

memorizar las contestaciones “correctas” y repetir el significado de otra persona. Como la



educación es intrínsecamente interdisciplinaria, la única forma válida para asegurar el

aprendizaje es hacer del avalúo parte esencial de dicho proceso, asegurando que el mismo

provea a los estudiantes con la información sobre la calidad de su aprendizaje.

5. La evaluación debe servir como una herramienta de auto-análisis.

6. Proveer herramientas y ambientes que ayuden a los estudiantes a interpretar las múltiples

perspectivas que existen en el mundo.

7. El aprendizaje debe ser controlado internamente y analizado por el estudiante.



Study Guide

Course Title: Advance Internship Hotel Management

Code: ITHM 390

Time Length: Five Weeks

Pre-requisite: All core courses

Description:

The course, ITHM 390, Advance Internship is required for all students pursuing a BS in

International Tourism and Hospitality Management with a major in Hotel Management from Ana

G. Méndez University System, School for Professional Studies, Universidad del Este. The

internship helps fulfill the student's academic performance for the tourism and hospitality

profession. It also provides a combination of work experience and an opportunity for application

of classroom theories. The students are required to go into a tourism or hospitality management-

related environment to gain experience and exposure to techniques, methodologies, and

procedures; all under the close supervision and guidance of a capable practitioner.

The internship may be taken after a student has successfully completed 112 credits within the

program including all core courses. The average participation for the Internship is one part of

term (5 weeks). The intern should expect to work at the internship site an average of, at least,

twenty (20) hours per week, and meet with the Internship Facilitator weekly for two (2) hours in

the classroom. Three credit hours shall be awarded for 100 clock hours of participation for this

course; this includes 90 hours internship on site, and 10 hours class work.

General Objectives

1. Apply what has learned in the classroom through hands on application or observation of

concepts.



2. Explore interests and abilities in a variety of fields.

3. Build a competitive resume.

4. Establish a network with important professionals in the field of interest.

5. Implement personal skills and competencies.

6. Achieve practical experience under professional supervision.

7. Develop the ability to work with people, both individually and as part of a group.

8. Compare theories and concepts learned in the classroom and relate them with real life

experiences.

9. Acquire and apply problem-solving techniques.

10. Experiment with personal skills and competencies, and execute classroom experiences

andtheories.

11. Become skilled with the routine procedures and responsibilities of the tourism or

hospitalitysite.

12. Experience opportunities to learn, observe, and practice a variety of administrative

activities.

13. Evaluate one’s self in relation to the field, and in relation to his or her professional

preparation.

14. Establish realistic goals for professional growth and development.

15. Establish career goals and objectives upon conclusion of the Internship experience.

Suggested Text

Harris, K. J. (2006). Hospitality Management Internship. Pearson Education, Inc. Upper

Saddle River, New Jersey.



References and Supplementary Materials

Covey, S. (2007). El 8vo hábito. FonoLibro Inc. ISBN-10: 1933499176

Covey, S. (1989). Los 7 Hábitos para personas Altamente Efectivas. Ediciones Paidós Ibérica.

Davis, K. &Newstrom, J. W. (2003). Comportamiento Humano en el Trabajo (11thed).

McGraw-Hill Interamericana.

Drummond, H. (2002). Introduction to organizational behaviour. Oxford; New York: Oxford

University Press.

Educational Institute of the American Hotel & Lodging Association (2003).ITHM 300 –

Rooms Division. Edición Customizada. Universidad del Este International, School of

Tourism and Hospitality Management, Sistema Universitario Ana G. Méndez.

Fried Kline, S., & Sullivan W. (2003). Hotel Front Office Simulation: A Workbook and

Software Package.New Yor:John Wiley & Sons, Inc.

Greenberg, J., & Baron, R. A. (2003).Behavior in Organizations: Understanding and

Managing the Human Side of Work (8thed.). Prentice Hall.

Greenberg, J., & Baron, R. A. (2003).Behavior in Organizations (8thed.). Pearson

Education, Inc.

Ismail, A. (2002). Front Office Operations and Management.Thomson Learning, Inc.

ITHM 300: Rooms division I. Lansing, MI: Educational Institute of the American Hotel &

Lodging Association.

ITHM 301: rooms division II, Lansing, MI: Educational Institute of the American Hotel &

Lodging Association Travel &hospitality career directory.

Kasavana, M. L., & Brooks, R. M. (2001). Managing Front Office Operations (7thed.). East

Lansing MI, AH&LA Educational Institute.



Kasavana, M. L. (1995).Front Office Procedures.East Lansing MI, AH&LA Educational

Institute.

Lucas, R. W. (2004). Customer Service: Skills & Concepts for Success. (2nd ed.). John

Wiley & Sons.

Martin, W.B. (2002). Quality Service: What Every Hospitality Manager Needs to Know (1sted.).

Prentice Hall.

Moreo, P. J., Sammons, G., & Beck, J. (2002). Front office operations and auditingWorkbook.

Upper Saddle River, N.J.: Prentice Hall

Powers, T., & Borrows, C. (2001).Introduction to Management in the Hospitality Industry(7th

ed). John Wiley & Sons, Inc., New York

Robbins, S. P. (2003). Organizational Behavior (10thed... Pearson Education, Inc.

Timm, P. R. (2002). Customer Service: Career Success through Customer Satisfaction (2nded.)

Prentice Hall.

Evaluation:

NOTE: The rubrics to be used for these evaluations are included at the end of the module.

CRITERIA %

Attendance and Punctuality 15%

Participation y contribution in class 20%

Written papers/essays 20%

Oral Presentations 20%

Course Portfolio 25%

Total 100%



Evaluation’s description:

1. Attendance and punctuality: Attendance is mandatory, and being punctual reflects a

professional ethic. The facilitator will register the student’s performance for both in every

workshop and at the end of the course. The facilitator will evaluate each student with the rubric

in Appendix A.

2. Class participation and contribution: All students are expected to attend class prepared to

discuss workshop topics (readings, assigned questions, study cases, etc.) and to actively

participate in class. The Facilitator will evaluate the student’s overall class participation, at the

end of the course. He/she will use Appendix B, taking into consideration the degree of

participation, if it shows the student’s degree of preparation for class and how much this

participation contributed to the class’ development.

3. Written papers and/or essays: The preparation of a written work is considered one of the best

ways to learn in depth about an issue and, therefore, is an important part of the academic

activities within an university curriculum.These written papers and/or essays are going to be

evaluated using rubrics with a value of 70% for content and a 30% for language. The Facilitator

will evaluate these assignments using Appendix C for written papers and Appendix D for

essays.

4. Oral Presentations: An oral presentation is a means by which to assess what we know about a

subject and the clarity and precision with which they are presented. You should dress

professionally for each oral presentation. These oral presentations are evaluated using rubrics

with a value of 70% and 30% content language. The Facilitator will evaluate these assignments

using Appendix E.



5. Course portfolio: Each student must prepare a course portfolio, where he/she will reflect on

course topics and development. It is important that all students work on their portfolio

beginning the first week of classand keeping it up-to-date. They should also bring it to class for

discussion and Facilitator review. The Portfolio will be evaluated by the Facilitator using

Appendix Fand the progress follow-up using Appendix G. It should include the following

sections:

a. APA style cover page (Appendix H)

b. Table of Contents

c. Introduction

d. Division into five workshops where each workshop should include:

a. Assignments and / or special work with the corrections suggested by the

facilitator. It should include all tasks required by this form weekly. The same

will be delivered at the end of each workshop and the facilitator will return the

following tasks in the class with corrections and recommendations to

them. The student may review, correct and improve these assignments based

on the comments of the facilitator and what is learned in class. The

assignments should be prepared in the language of the workshop.

b. Assessment activities. The student must include all assessment activities in

class. They will be assessed by the Facilitator in the knowledge learned by the

student on what was discussed in class and in relation to language proficiency

of the respective workshop.

c. Appendices (additional material you have used or that the Facilitator has been

given in class).



e. Conclusion

f. References

Scale:

100-90=A89-80=B 79-70=B 69-60=D59-0=F



Description of course policies

1. This course follows the Sistema Universitario Ana G. Méndez Discipline-Based Dual

Language Immersion Model® designed to promote each student’s development as a Dual

Language Professional. Workshops will be facilitated in English and Spanish, strictly using

the 50/50 model. This means that each workshop will be conducted entirely in the language

specified. The language used in the workshops will alternate to insure that 50% of the course

will be conducted in English and 50% in Spanish. To maintain this balance, the course

module may specify that both languages will be used during the fifth workshop, dividing that

workshop’s time and activities between the two languages. If students have difficulty with

asking a question in the target language in which the activity is being conducted, students

may choose to use their preferred language for that particular question. However, the

facilitator must answer in the language assigned for that particular day. This should only be

an exception as it is important for students to use the assigned language. The 50/50 model

does not apply to language courses where the delivery of instruction must be conducted in

the language taught (Spanish or English only).

2. The course is conducted in an accelerated format and requires that students prepare in

advance for each workshop according to the course module. Each workshop requires an

average ten hours of preparation but could require more.

3. Attendance at all class sessions is mandatory. A student that is absent to a workshop must

present the facilitator a reasonable excuse. The facilitator will evaluate if the absence is

justified and decide how the student will make up the missing work, if applicable. The

facilitator will decide on the following: allow the student to make up the work, or allow the

student to make up the work and assign extra work to compensate for the missing class time.



Assignments required prior to the workshop must be completed and turned in on the assigned

date. The facilitator may decide to adjust the grade given for late assignments and make-up

work.

4. If a student is absent to more than one workshop the facilitator will have the following

options:

a. If a student misses two workshops, the facilitator may lower one grade based on

the students existing grade.

b. If the student misses three workshops, the facilitator may lower two grades

based on the students existing grade.

5. Student attendance and participation in oral presentations and special class activities are

extremely important as it is not possible to assure that they can be made up. If the student

provides a valid and verifiable excuse, the facilitator may determine a substitute evaluation

activity if he/she understands that an equivalent activity is possible. This activity must

include the same content and language components as the oral presentation or special activity

that was missed.

6. In cooperative activities the group will be assessed for their final work. However, each

member will have to collaborate to assure the success of the group and the assessment will be

done collectively as well as individually.

7. It is expected that all written work will be solely that of the student and should not be

plagiarized. That is, the student must be the author of all work submitted. All quoted or

paraphrased material must be properly cited, with credit given to its author or publisher. It

should be noted that plagiarized writings are easily detectable and students should not risk

losing credit for material that is clearly not their own. SafeAssignTM, a Blackboard



plagiarism deterrent service, will be used by the facilitators to verify students’ ownership of

written assignments.It is the student’s responsibility to read the university’s plagiarism

policy. If you are a UT student, read Section 11.1 of the Student Manual, and if you belong

to UMET or UNE, refer to Chapter 13, Sections 36 and 36.1 of the respective manuals.

Ethical behavior is expected from the students in all course related activities. This means

that ALL papers submitted by the student must be original work and that all references used

will be properly cited or mentioned in the bibliography. Plagiarism will not be tolerated and,

in case of detecting an incidence, the student will obtain a zero in the assignment or activity

and could be referred to the Discipline Committee.

8. If the Facilitator makes changes to the study guide, such changes should be discussed with

and given to students in writing at the beginning of the first workshop.

9. The facilitator will establish a means of contacting students by providing an email address,

phone number, hours to be contacted and days.

10. The use of cellular phones is prohibited during sessions; if there is a need to have one, it must

be on vibrate or silent mode during class session.

11. Children or family members that are not registered in the course are not allowed to the

classrooms.

12. All students are subject to the policies regarding behavior in the university community

established by the institution and in this course.

13. If for any reason you cannot access the URL’s presented in the module, do not stop your

investigation. There are many search engines and other links you can use to search for

information. These are some examples:

• www.google.com



• www.ask.com






• www.google.com

• www.ask.com






• http://www.apastyle.org/

14. To buy or rent new or used textbooks or references you can visit:

• http://www.chegg.com/(rent)

• http://www.bookswim.com/ (rent)

• http://www.allbookstores.com/ (buy)

• http://www.alibris.com/(buy)

15. The facilitator may make changes or add additional web resources if deemed necessary.

16. If the facilitator or the student is required or wants to perform a research or needs to

administer a questionnaire or an interview, he/she will need to refer to the norms and

procedures of the Institutional Review Board Office (IRB) and ask for authorization. To



access the forms from the IRB Office or for additional information, visit the following link:

http://www.suagm.edu/ac_aa_re_ofi_formularios.asp and select the forms needed.

17. Furthermore, in this website the student/facilitator will find instructions for several online

certifications related to IRB processes. These certifications include: IRB Institutional

Review Board, Health Information Portability Accounting Act (HIPAA), y Responsibility

Conduct for Research Act (RCR).

18. If you have any question, please contact the following Institutional Coordinators:

Mrs. Evelyn Rivera Sobrado, Director of IRB Office (PR)

Tel. (787) 751-0178 Ext. 7196

Miss. Carmen Crespo, IRB Institutional Coordinator– UMET

Tel. (787) 766-1717 Ext. 6366

Sra. Josefina Melgar, IRB Institutional Coordinator – Turabo

Tel. (787) 743-7979 Ext.4126

Rebecca Cherry, Ph.D., IRB Institutional Coordinator – UNE

Tel. (787) 257-7373 Ext. 3936



Workshop One

Specific Objectives

1. Appraise the importance of learning through experience (internship).

2. Describe their career plan in terms of a life’s work and not just an economic means of

survival.

3. Identify the role of the Sales and AdvertisingDepartment in the lodging area in the

hospitality industry.

4. Analyze the use and benefits of the print media in the lodging area within the hospitality

industry.

5. Create a print media ad for a hotel segment in the hospitality industry.

Language Objectives

1. Research the fundamental concepts of advertising and marketing.

2. Express in writing with perfect command of the language the chronicles of experiences.

3. Conduct an interview, with perfect command of the language.

Electronic Links URLs

Advertising Agency & Print Media

http://definitions.uslegal.com/a/advertising-media-print/

http://definitions.uslegal.com/a/advertising-media-print/

http://www.entrepreneur.com/encyclopedia/term/82454.html

http://dictionary.bnet.com/definition/advertising+media.html

http://www.museum.tv/archives/etv/A/htmlA/advertisinga/advertisinga.htm

http://www.adflip.com/

Advertising Age Magazine



http://adage.com

American Marketing Association

www.ama.org

Marketing Research

http://www.consumerpsychologist.com/#Research

http://www.quickmba.com/marketing/research/

http://managementhelp.org/mrktng/mk_rsrch/mk_rsrch.htm

http://www.mra-net.org/

Virtual Library Universidad del Este (UNE)

http://www.suagm.edu/une/portal_de_biblioteca/

Virtual Library Universidad Metropolitana (UMET)

http://www.suagm.edu/umet/biblioteca/se_biblioteca.asp

Virtual Library Universidad del Turabo (UT)

http://bibliotecavirtualut.suagm.edu/

Assignments before Workshop One

1. Carefully read the e-module and come to class prepared with any questions or doubts that

would need further explanation. Read the recommended URL’s, textbooks and other

reference materials.

2. Pay close attention to the rubrics in the Appendix section. These rubrics will be used to

evaluate your academic performance through the class.

3. Corroborate that you have completed all the necessary internship’s documents.

4. Complete the Chronicles of Experiences (Appendix I), and turn it to the facilitator at the

end of the class.



5. Interview the manager of the sales, marketing or publicity department of the hotel and

write a job description listing the responsibilities and duties of that position. Write a

short conclusion explaining why a job description is important for any position, and how

this description is developed. Bring your findings to discuss them in class.

6. Analyze the organizational chart of the sales and marketing department of your on site

internship. Explain the implication and importance of an organizational chart to discuss

in class.

7. Select a brochure or flyer from the hotel and re-design it, based on the same objective and

audience of the original advertisement. Explain in detail why you re-designed it that way.

The facilitator will use the rubric an Appendix J to evaluate this exercise.

8. Select a product from the hotel (a room, spa, restaurant, activities, pool, etc.), and design

a print ad full page, full color for a newspaper. The students will include photos, slogan,

titles, colors and a good typography for it. The facilitator will use Appendix J to evaluate

this assignment.

Activities

1. The facilitator and the students will introduce themselves by engaging in an icebreaking

activity. The facilitator will explain the role and importance of the Student

Representative. The students in consensus will select their Student Representative. The

facilitator will hand over the Student Representative’s role and guidelines to the selected

student.

2. The facilitator will assess students’ course expectations, will discuss course’s objectives,

methods of evaluation and willanswer any questions regarding the module. He/She will



discuss in detail each module component: General objectives, activities, assessment

activities, evaluation criteria, etc. In case of any changes to the module, the Facilitator

will hand out a syllabus with those changes.

3. The Facilitator would confirm that the students have completed all the internship

documents.

4. The students will discuss their findings of the sales, marketing or publicity manager’s

interview they conducted.

5. The facilitator will divide the students in two groups and promote a discussion about the

importance of the advertising agency and its department. Discuss the following question:

Why do you think sales and marketing is important to the lodging within the hospitality

industry, and what is your perception of this industry here in Florida? Bring your

summary to the large group.

6. The students will present their re-designed flyers or brochures from the hotel andwill

explain why their design is better than the original.

7. The students will present their design of the hotel’s product they chose for anewspaper,

and explain the importance of a good ad. The Facilitator will recapitulate on the topic.

8. The Facilitator will explain assignments for the next workshop.

Assessment activities

1. The students will complete and discuss with the rest of the class Appendix K, “Give Me

3-2-1”.

2. The students will complete and, discuss with the rest of the class Appendix L, “VIP

Words”.



Taller Dos

Objetivos Específicos

1. Analizar la naturaleza del liderazgo basado en comportamientos, roles y habilidades que

se combinan para formar los diferentes estilos de liderazgo.

2. Relacionar el concepto apoderamiento en el trabajo con el concepto de participación y su

funcionamiento.

3. Analizar la relación entre rendimiento y satisfacción.

4. Identificar diferentes estudios o métodos de conocer el grado de satisfacción en los

empleados.

Objetivos del Lenguaje:

1. Investigar sobre los diferentes estilos de liderazgo.

2. Diseñar por escrito un cuestionario sobre la satisfacción del trabajo utilizando excelente

uso del lenguaje.

3. Comentar sobre sus experiencias en el centro de práctica utilizando excelente uso del

lenguaje.

Direcciones Electrónicas

Apoderamiento (“Empowerment”)

http://eumed.net/cursecon/dic/oc/empoderamiento.htm

http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/empowerment.htm

http://www.google.com/search?hl=en&lr=&defl=en&q=define:empowerment&sa=X&oi=glossa

ry_definition&ct=title

Biblioteca Virtual Universidad del Este (UNE)




Biblioteca Library Universidad Metropolitana (UMET)


Biblioteca Library Universidad del Turabo (UT)


Liderazgo

http://www.apuntesgestion.com/2006/05/08/definicion-de-liderazgo/

http://www.mailxmail.com/curso-liderazgo-proposito/definicion-lider

http://definicion.de/liderazgo/

Satisfacción en el trabajo

http://www.eumed.net/libros/2007a/231/36.htm

http://www.gestiopolis.com/organizacion-talento/incidencia-en-la-productividad-por-la-

satisfaccion-de-la-productividad.htm

http://www.eumed.net/libros/2007a/231/34.htm

http://www.slideshare.net/rommyvc/valoresactitudes-y-satisfaccin-laboral-presentation

Cuestionarios satisfacción de empleados en el trabajo

http://www.questionpro.com/akira/showLibrary.do?mode=1&categoryID=2

http://www.od-online.com/org.asp

http://www.performanceprograms.com/Surveys/Employee_Surveys.shtm

http://humanresources.about.com/od/employeesurvey1/

Tareas a realizar antes del taller:

1. Complete la Crónica de Experiencias (Apéndice J) y entregue la misma la finalizar el

taller.



2. Busque tres definiciones del concepto apoderamiento. Compárelas y desarrolle su propia

definición en relación a la posición de gerente dentro de la industria hotelera. Redacte

una anotación corta donde relacione el concepto apoderamiento del trabajo con el

concepto de participación y su funcionamiento.

3. Busque tres definiciones del concepto liderazgo. Compárelas y desarrolle su propia

definición, la cual no debe tener más de cinco (5) palabras. Redacte un ensayo de dos a

tres páginas donde opine sobre la importancia de ser un líder como característica esencial

de un gerente dentro de la industria de la hospitalidad y cómo aplicar el liderazgo en su

área de trabajo. El Facilitador evaluará esta tarea utilizando el Anejo I.

4. Desarrolle un cuestionario sobre satisfacción en el trabajo de por lo menos quince (15)

preguntas (redáctelo bilingüe para darle la oportunidad a cualquier empleado, ya sea, de

habla hispana o anglosajona, de poder completar el mismo). El mismo debe ser anónimo.

Suministre el mismo a por lo menos cinco (5) empleados en su lugar de práctica (indique

que es una asignación del curso). Evalúe los resultados para discutir los mismos en clase.

Traiga un cuestionario en blanco para discutirlo en clase.

5. Utilizando el material suplementario y las direcciones electrónicas presentadas,

identifique diferentes estudios o métodos de conocer el grado de satisfacción en los

empleados.En una anotación corta, analice la relación entre el rendimiento de un

empleado y la satisfacción en su trabajo.

Actividades

1. Discusión en pleno sobre las Crónicas de Experiencias de los estudiantes.

2. Los estudiantes compartirán sus definiciones sobre el concepto apoderamiento. El

facilitador recapitulará con respecto al tema.



3. El Facilitador dividirá la clase en grupos de cinco (5) estudiantes. Los estudiantes

compartirán sus definiciones sobre liderazgo y desarrollarán una definición en grupo y

una opinión en consenso sobre la importancia de ser un gerente/líder dentro de la

industria de la hospitalidad y cómo aplicar el liderazgo en su área de trabajo.

4. Los estudiantes compartirán sus cuestionarios sobre satisfacción en el empleo y los

hallazgos de los mismos. Uno o dos estudiantes podrán suministrar su cuestionario al

resto del grupo y recibir retroalimentación del mismo.

5. Discusión en pleno sobre la satisfacción en el empleo y cómo esto afecta el rendimiento

de un empleado dentro de la industria de la hospitalidad.

6. Discusión en pleno sobre los diferentes estudios o métodos de conocer el grado de

satisfacción en los empleados.

7. Los estudiantes compartirán su una anotación corta en relación al rendimiento de un

empleado y la satisfacción en su trabajo.

8. El facilitador discutirá las tareas asignadas para el próximo taller.

Actividades de avalúo

1. Los estudiantes completarán el Diario Reflexivo (Anejo M) para discutir al finalizar la

clase.

2. Los estudiantes completaran la Reacción Escrita Inmediata (Anejo N) para entregar al

facilitador al finalizar la clase.



Workshop Three

Specific Objectives

1. Identify the different social cultures and recognize the value of cultural diversity within

the hotel industry.

2. Differentiate the motivational impulses that can be used in the organization to increase

quality and the productivity within the hotel industry.

3. Analyze the complex relations of the remuneration systems and the organizational

conduct.

Language Objectives

1. Research the fundamental concepts of social cultures and cultural diversity.


3. Defend orally with perfect command of the language how to motivate employees and its

relation with the remuneration systems.

Electronic Links (URLs):

Cultural Diversity

http://www.reference.com/browse/cultural+diversityhttp://encyclopedia.laborlawtalk.com/Cultur

al_diversity

http://www.ethnoconnect.com/html/articles_01.html

http://www.diversity-books.com/what-is-cultural-diversity.html

http://www.ethnicmajority.com/corporate_diversity.htm

Definition of culture

http://www.tamu.edu/classes/cosc/choudhury/culture.html

http://www.merriam-webster.com/netdict/culture



http://www.umanitoba.ca/faculties/arts/anthropology/courses/122/module1/culture.html

http://www.wsu.edu/gened/learn-modules/top_culture/culture-definition.html

Job motivation

http://www.joe.org/joe/1998june/rb3.php

http://www.accel-team.com/motivation/index.html

http://humanresources.about.com/od/motivationrewardretention/a/motivation_ques.htm

http://managementhelp.org/guiding/motivate/basics.htm

http://www.allbusiness.com/human-resources/employee-development-employee-

productivity/11136-1.html







Assignments before the Workshop:

1. Complete the Chronicles of Experiences (Appendix I), and turn it to the facilitator at the

end of the class.

2. Using the resources recommended or those of your own look for definitions of culture

and cultural diversity. Write a paper no less than three pages answering the following

question: How you, as a manager in the hotel industry, will help your company to deal

with cultural diversity among its employees? What are the essential characteristics a



manager should possess in order to be successful in his/her career in the hotel industry

(mention and explain them). The Facilitator will evaluate this paper using Appendix C.

3. Following the employee and manager’s role perception, answer the following statements:

a. What is your perception of your role as an employee in the Internship on site?

b. How is your perception of your supervisor’s role?

c. How is your perception of your supervisor’s perception of your role as an intern?

Bring your answers to discuss them in class.

4. Explain in a five-minute oral presentation how to motivate your employees and analyze

the complex relations of the remuneration systems and the organizational conduct. The

Facilitator will evaluate this presentation with Appendix E.

5. Analyze the following statement: “Paying based on abilities is a waste of company

money, because it is paying employees for their potential performance and not their

actual performance”.

Activities

1. The students will share their findings on their Chronicle of Experiences.

2. In a study group, the students will share their investigation on cultural and will reach in

consensus what are the most important characteristics a manager should have to manage

cultural diversity within his/her employees. Each group will explain them to the rest of

the class. The Facilitator will recapitulate on the topic.

3. The students will share their analysis of the following statement: “Paying based on ability

is a waste of company money because it pays employees for their potential performance

and not their actual performance”. The Facilitator will recapitulate on the topic.



4. The students will present their oral presentation on job motivation and the complex

relations of the remuneration systems and the organizational conduct. The Facilitator

will evaluate this presentation with Appendix E.

5. The Facilitator will explain the assignments for the next workshop.

Assessment activities:

1. The students will complete the No-Test-Test (Appendix O) to discuss and turn it inat the

end of the class.

2. The students will complete the One Minute Paper (Appendix P) to turn in at the end of

the class.



Taller Cuatro

Objetivos Específicos

1. Describir las ventajas y desventajas del reclutamiento interno y externo.

2. Distinguir entre entrevistas con preguntas abiertas y entrevistas con preguntas cerradas.

3. Identificar los pasos efectivos en la contratación y orientación de personal.

4. Establecer los pasos en el proceso de análisis del empleo y describir cómo este análisis

ayuda a un gerente a prepararse para adiestrar a su personal.

Objetivos del Lenguaje:

1. Investigar sobre los pasos efectivos en la contratación y orientación de personal.

2. Diseñar por escrito, con un excelente uso del idioma, formularios entrevistas con

preguntas abiertas y entrevistas con preguntas cerradas.

3. Comentar sobre sus experiencias en el centro de práctica utilizando excelente uso del

lenguaje.

Enlaces Electrónicos:

Biblioteca Virtual Universidad del Este (UNE)


Biblioteca Library Universidad Metropolitana (UMET)


Biblioteca Library Universidad del Turabo (UT)


Entrevistas de trabajo

http://www.donempleo.com/entrevista-trabajo.asp

http://contenido.monster.es/estrategias/entrevistas/entrev_perf/



http://www.forocomercial.com/empleo/empleos1.html

http://www.entrevistadetrabajo.com/Seccion1.asp?id=32

Reclutamiento y Selección de personal

http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/recluch.htm

http://www.gestiopolis.com/canales5/ger/eproselec.htm

Tareas a realizar antes del Taller:

1. Complete la Crónica de Experiencias (Apéndice I) y entregue la misma la finalizar el

taller.

2. Utilizando los recursos recomendados o los suyos propios, lea e investigue sobre las

ventajas y desventajas del reclutamiento interno y externo utilizando. Haga una tabla

comparativa de por lo menos diez criterios con respecto al tema, para discutir en clase.

Analice, en calidad de gerente, dichas ventajas y desventajas.

3. Desarrolle un sistema de entrevista para la posición de gerente de un hotel (incluya

preguntas, cuantas personas entrevistan al candidato y sus posiciones, otras actividades

como análisis de casos, dramatizaciones, etc.). Redáctelo de forma bilingüe para darle la

oportunidad a cualquier empleado, ya sea, de habla hispana o anglosajona, de poder

completar el mismo. Explique por qué escogió este sistema para discutir en clase.

4. Visite los siguientes enlaces electrónicos y traiga sus criticas constructivas para discutir

en clase:

a. http://www.youtube.com/watch?v=9nNr8K-DHeQ

b. http://www.youtube.com/watch?v=uZLQCw1eFFc&feature=related

c. http://www.youtube.com/watch?v=CFle0HqdzDA&feature=related

d. http://www.youtube.com/watch?v=oMbTH9FJUks&feature=related



5. Escriba un ensayo de dos a tres páginas donde explique cómo puede, en calidad de

gerente del lugar, establecer los pasos en el proceso de análisis del empleo y describir

cómo este análisis ayuda a un gerente a prepararse para adiestrar a su personal. El

Facilitador evaluará este ensayo utilizando el Anejo D.

Actividades

1. Discusión en pleno sobre las Crónicas de Experiencias de los estudiantes.

2. Los estudiantes compartirán sus hallazgos en relación a las ventajas y desventajas del

reclutamiento interno y externo. El Facilitador recapitulará al respecto.

3. Discusión en pleno sobre los videos relacionados a como conducir una entrevista de

empleo.

4. El Facilitador dividirá la clase en grupos de cinco estudiantes. Cada grupo compartirá

sus sistemas de entrevistas, y en consenso, escogerán uno. Llevarán a cabo una

dramatización de dicha entrevista para el resto del grupo y explicarán por qué escogieron

ese sistema.

5. Los estudiantes presentarán su ensayo respecto a los pasos en el proceso de análisis del

empleo y su descripción de cómo este análisis ayuda a un gerente a prepararse para

adiestrar a su personal.a las cuatro necesidades básicas de un huésped/cliente. El resto

del grupo podrá criticar constructivamente los mismos.

6. El facilitador discutirá las tareas asignadas para el próximo taller.

Actividades de avalúo

1. Los estudiantes completarán el Diario Reflexivo (Anejo M) para discutir al finalizar la

clase.



2. Los estudiantes completaran la Reacción Escrita Inmediata (Anejo N) para entregar al

facilitador al finalizar la clase.



Workshop Five/Taller Cinco

NOTA: Este taller es bilingüe. Tanto, el

Facilitador como los estudiantes, deberán

utilizar el idioma asignado para cada tarea

y actividad.

NOTE: This is a bilingual workshop.

Both the facilitator and student should use

the language assigned for each homework

and activity.

Specific Objectives

1. Describe the basic functions and procedures of the Front Office of a hotel.

2. Identify the normal work shifts in hotels.

3. Analyze the responsibilities of the Front Desk Manager.

4. Explain the stages of the Guest Cycle.

5. Recognize and understand the basic concepts, systems and procedures used within hotels

such as check-in, checkout, night audit, and reservations.

Language Objectives

1. Investigate the basic functions and procedures of the Front Office of a hotel.


3. Conduct an interview, with perfect command of the language.

Electronic LinksURLs

American Hotel and Lodging Association

www.ahla.com

Hospitality News

www.hotel-online.com



Hotel resources and information

www.hotelresource.com

Hotel management systems

www.micros.com/products/hotels/hotel_management







Assignments before the workshop:

1. Describe in Spanish the basic functions and procedures of the Front Office of your

internship site.

2. Write a two pages paper, in Spanish, analyzing the responsibilities of the Front Desk

Manager in your internship site.

3. Explain in detail the Guest cycle in your internship site. Bring documents or any other

information the Front office uses for this purpose to discuss in class in English.

4. In a short conclusion in English, identify the tools managers use to track and control

reservations availability.

Activities

1. The students will share their findingsof the basic functions and procedures of the Front

Office of their internship site. This activity will be conducted in Spanish.



2. In groups of five (5), students will compare the responsibilities of the Front Desk

Manager in their internship site, and bring a summary to the large group in Spanish.

3. The students will share their findings on the Guest Cycle in their internship site in

English.

4. The Facilitator will divide the class in groups of five (5) students. Each student will

describe the different types of reservations that their internship site has and compare

them. In Spanish, each group will explain the information sought during a reservation

inquiry and contained in a reservation record.

5. The students will complete the Final Course Assessment.

Assessment

1. The students will complete the Recap activity: “The Five Minute Essay” (Appendix P) in

English.



Anejos/Appendices



Anejo A/Appendix A

MATRIZ PARA EVALUACIÓN DE ASISTENCIA Y PUNTUALIDAD

NOMBRE: ________________________NOTA FINAL _____________

FECHA: __________________________

La asistencia a cada taller es mandatoria y la puntualidad representa ética profesional. El

facilitador llevará un registro de las mismas para cada taller y, al finalizar el curso, utilizará este

anejo para evaluar a cada estudiante.

Asistencia y puntualidad: ______ x 2= _____%

_____ 0= Faltó a 4 o más talleres o faltó a 3 talleres y llegó tarde a 2 talleres

_____ 1= Faltó a 3 talleres o faltó a 2 talleres pero llegó tarde a tres talleres

_____ 2= Faltó a 2 talleres o faltó a 1 taller pero llego tarde a tres o más talleres

_____ 3= Faltó a 1 taller o no faltó pero llegó tarde a tres talleres

_____ 4= No faltó a los talleres pero llegó tarde a uno o dos talleres

_____ 5= Asistencia perfecta

Comentarios:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________.



Appendix A

RUBRIC TO EVALUATE ATTENDANCE AND PUNCTUALITY

NAME: _______________________________ FINAL GRADE ____________

DATE: _______________________________

Attendance is mandatory, and being punctual reflects a professional ethic. The facilitator will

register the student’s performance for both in every workshop. At the end of the course, the

Facilitator will evaluate each student with this rubric.

Attendance and Punctuality: ______ x 2= _____%

_____ 0= Absent in 4 or more workshops or absent in 3 workshops and was late in2 workshops.

_____ 1= Absent in 3 workshops or absent in 2 workshops and was late in 3 or more workshops.

_____ 2= Absent in 2 workshops or absent in 1 workshops and was late in 3 or more workshops.

_____ 3= Absent in 1 workshop or attended all workshops but was late in 3workshops.

_____ 4= Attended all workshops but was late in 1 or 2 workshops.

_____ 5= Perfect attendance.

Comments:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

____________________________________________________________________________.



Anejo B/Appendix B

MATRIZ PARA EVALUACIÓN DE PARTICIPACIÓN EN CLASE

NOMBRE: _________________________ NOTA FINAL: __________

DATE: ____________________________

Participación en clase: ______ x 2= _____%

0-No Cumplió 1-Deficiente 2-Regular 3-Bueno 4-Muy Bueno 5-Excelente N/A-No Aplica

CRITERIOS 0 1 2 3 4 5 N/A

1. Participa activamente de todas las actividades de la clase.

2. Demuestra iniciativa y creatividad en las actividades de clase.

3. Demuestra interés en las discusiones presentadas en la clase.

4. Viene preparado/a a clase. 5. Contribuye a la clase con material e

información adicional.

6. Demuestra atención y apertura a los puntos y argumentos de sus compañeros.

7. Respeta las preguntas y planteamientos de sus compañeros.

LENGUAJE 8. Contribuye frecuentemente a las

discusiones en clase utilizando el idioma del taller.

9. Contesta preguntas del facilitador y sus compañeros utilizando el idioma del taller.

10. Formula preguntas pertinentes al tema de la clase utilizando el idioma del taller.

Comentarios:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

.



Appendix B

RUBRIC TO EVALUATE CLASS PARTICIPATION

NAME: _______________________________ FINAL GRADE ____________

DATE: _______________________________

Class Participation: ______ x 2 =_____%

0-NOT OBSERVED 1-DEFICIENT 2-AVERAGE 3-GOOD 4-VERY GOOD 5-EXCELLENT N/A- NOT APPLY

CRITERIA 0 1 2 3 4 5 N/A

1. Active participation in class.

2. Demonstrates initiative and creativity in class activities.

3. Demonstrates interest in class discussion.

4. Arrives prepared to class.

5. Contributes to class with additional material and information.

6. Demonstrates attention and opening towards arguments from classmates.

7. Respects questions and expositions from classmates.

LANGUAGE

8. Contributes frequently to class discussion in the workshop’s language.

9. Answers questions made by the facilitators and classmates in the workshop’s language.

10. Formulates questions pertinent to the class subject in the workshop’s language.

Comments:

______________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________.

Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA

Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA

Anejo C/Appendix C

MATRIZ PARA EVALUAR TRABAJOS ESCRITOS NOMBRE: ___________________________NOTA FINAL ___________________ TÍTULO:____________________________ FECHA:________________________ 0-No Cumplió 1-Deficiente 2-Regular 3-Bueno 4-Muy Bueno 5-Excelente N/A-No Aplica

CRITERIOS 0 1 2 3 4 5 N/A 1. Identifica el propósito, los objetivos e ideas

principales que se incluyen en el escrito.

2. La presentación de las ideas es organizada y coherente y puede seguirse con facilidad.

3. El autor demuestra dominio del tema o materia de la presentación al explicar con propiedad el contenido y no incurrir en errores.

4. Las ideas y argumentos de la presentación están bien fundamentadas en los recursos presentados, consultados o discutidos en clase.

5. El resumen de los puntos principales y/o la presentación de las conclusiones es claro y apropiado.

6. Se cumplieron los objetivos o propósitos anunciados en la introducción.

7. El punto de vista del autor se presenta de manera clara, contundente y bien fundamentada.

LENGUAJE 8. Se utiliza un lenguaje apropiado con corrección

sintáctica y gramatical.

9. Utiliza vocabulario preciso, correcto y apropiado.

10. Contiene oraciones y párrafos bien construidos que facilitan la lectura y comprensión del escrito.

Comentarios: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

ITHM 390 Advance Internship in Hotel Management55


Appendix C

RUBRIC TO EVALUATE WRITTEN PAPERS NAME: _______________________ FINAL GRADE: ________________ TITLE: _______________________ DATE: _________________________ 0-NOT OBSERVED1-DEFICIENT2-AVERAGE3-GOOD4-VERY GOOD 5-EXCELLENTN/A-NOT APPLY

CRITERIA 0 1 2 3 4 5 N/A 1. Identifies purpose, objectives and principal

ideas included in the paper.

2. Presentation of ideas is organized, coherent and can be easily followed.

3. The author demonstrates mastery of the presentation theme or matter, as it properly explains content and does not incur in mistakes.

4. The presentation ideas and arguments are based in sources presented, consulted or discussed in class.

5. The summary of principal points and/or the presentation of conclusions are clear and appropriate.

6. The author presents his point of view in a clear, convincing and well-based manner.

7. The paper demonstrates substance, logic and originality.

LANGUAGE 8. Utilizes appropriate language with

grammatical and syntactical correction.

9. Utilizes precise, correct and appropriate vocabulary.

10. Contains well-constructed sentences and paragraphs that facilitate lecture and comprehension.

Comments: _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



Anejo D/Appendix D

MATRIZ PARA EVALUAR UN ENSAYO

NOMBRE: ____________________________ NOTA FINAL _____ X 2= ______%

FECHA: _______________________________

5-Excelente 4-Bueno 3-Regular 2-Pobre 1-Deficiente 0-No cumplió el criterio

Criterios de contenido 5 4 3 2 1 0

1. Realiza una introducción efectiva al tema y redacta una oración declaratoria.

2. Desarrolla el tema en forma organizada y coherente.

3. Mantiene la cronología de los eventos.

4. Argumentos válidos y aportan al análisis del tema.

5. Define los conceptos básicos del tema.

6. Realiza una conclusión efectiva al resumir ideas principales.

7. Sustenta el desarrollo del tema con referencias estilo APA.

Criterios de lenguaje

8. Excelente gramática y sintáxis.

9. La selección del vocabulario es apropiada para el tema.

10. Excelente ortografía, acentuación y puntuación.

Total 50 points

Comentarios:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________



Appendix D

RUBRIC TO EVALUATE AN ESSAY

NAME: ____________________________ FINAL GRADE _____ X 2= ______%

DATE: _______________________________

5-Excellent 4-Good 3-Regular 2-Poor 1-Defficient 0-Do not complete criteria

Content Criteria 5 4 3 2 1 0

1. Performs an effective introduction of the theme, and write the thesis statement.

2. Develops the theme in an organized and coherent manner.

3. Maintain a chronology of the events.

4. Valid arguments to the analysis of the theme.

5. Define the basic concepts of the theme.

6. Performs an effective conclusion resuming the main ideas.

7. Sustain the development of the theme with APA references.

Language Criteria

8. Excellent grammar and syntax.

9. Vocabulary selection is appropriate to the theme.

10. Excellent style, punctuation, spelling.

Total 50 points



Anejo E/Appendix E

MATRIZ PARA EVALUACIÓN DE PRESENTACIONES ORALES

NOMBRE: ___________________________ NOTA FINAL: ____________ FECHA: ______________________ TITULO: __________________________ 0-No Cumplió 1-Deficiente 2-Regular 3-Bueno 4-Muy Bueno 5-Excelente N/A-No Aplica

CRITERIOS 0 1 2 3 4 5 N/A 1. Realiza una introducción efectiva del tema. 2. Identifica el propósito, los objetivos e ideas

Principales que se incluyen en la presentación.

3. Las ideas y argumentos de la presentación están bien fundamentados en los recursos presentados, consultados o discutidos en clase.

4. Capta la atención e interés de la audiencia y/o promueve su participación, según aplique.

5. El resumen de los puntos principales y/o la presentación de las conclusiones es claro y apropiado.

6. Se cumplen los objetivos o propósitos anunciados en la introducción.

7. Uso efectivo de la tecnología, ayudas visuales, drama o ejercicios de acuerdo al ejercicio y el tema presentado, según aplique

LENGUAJE 8. Se utiliza un lenguaje apropiado con corrección

sintáctica y gramatical.

9. La presentación es organizada y coherente y Puede seguirse con facilidad.

10. El presentador demuestra dominio del tema o materia de la presentación al explicar con propiedad el contenido y no incurrir en errores.

Comentarios:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________.



Appendix E

RUBRIC TO EVALUATE ORAL PRESENTATIONS NAME:__________________________ FINAL GRADE: ___________________ DATE:____________________________ TITLE: ________________________ 0-NOT OBSERVED1-DEFICIENT2-AVERAGE3-GOOD4-VERY GOOD 5-EXCELLENTN/A-NOT APPLY

CRITERIA 0 1 2 3 4 5 N/A 1. Performs an effective introduction of the

theme to be discussed.

2. Identifies purpose, objectives and principal ideas included in the presentation.


4. Captures audience attention and interest and/or promotes participation, depending on which applies.


6. Fulfilled the objectives or purpose set in the introduction.

7. Effective use of technology, visual aids, drama or exercises depending on the theme or exercise presented.

LANGUAGE 8. Utilized appropriate language with

syntactical and grammatical correction.

9. Presentation is organized, coherent and can be easily followed.

10. The presenter demonstrated mastery of the theme or matter of the presentation by properly explaining content and not making mistakes.

Comments: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



Anejo F/Appendix F DOCUMENTO PARA LA EVALUACIÓN DEL PORTAFOLIO

NOMBRE________________________ FECHA _____________________

Criterio a evaluarse Puntuación asignada

Puntuación obtenida

Contenido 1. Puntualidad: Entrega en la fecha asignada 5 %

2. Organización de los temas trabajados: Secuencia y ordenamiento.

5 %

3. Dominio de los conceptos: Sustenta lo planteado con referencias correctamente citadas en el texto.

15 %

4. Profundidad de las ideas: Establece los planteamientos con el alcance adecuado.

15 %

5. Originalidad: Trata el tema de manera única, diferenciándose de sus compañeros.

10 %

6. Amplía los conceptos con ideas nuevas: Actualiza con referencias recientes.

10 %

7. Citas y Referencias: escribe citaciones y referencias correctamente utilizando el estilo APA.

10%

Lenguaje 8. Presentación: Usa estilo de redacción recomendado,

escritura, acentuación. 10 %

9. Corrige errores: Vigila la redacción, evita los errores tipográficos mediante uso del corrector computadorizado.

10 %

10. Metas y objetivos: Demuestra pensamiento reflexivo de sus logros y aprendizaje utilizando correctamente ambos idiomas.

10%

TOTAL 100 % Comentarios:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________.



Appendix F

DOCUMENT FOR PORTFOLIO EVALUATION

NAME________________________ DATE _______________________

Criteria to be evaluated Punctuation Assigned

Punctuation Obtained

Content

1. Timeliness: Handed in at the assigned date and time 5 %

2. Organization of the presented works: Ordering and sequencing

5 %

3. Concept mastery: Applies the concepts learned during the course, using references correctly quoted in the written text

15 %

4. Depth of ideas: Establishes arguments and statesmen’s within the expected spectrum of ideas for a college student

15 %

5. Originality: Works the portfolio in a unique manner, differentiating this work from that of the rest of the group

10 %

6. Broadens concepts: Presented with new ideas, updating them with new references

10 %

7. Citation and References through the content and references using APA style

10 %

Language 8. Presentation: uses proper writing style and grammar 10 % 9. Corrects mistakes: Correct writing strategies, avoiding

typographical errors by using the computer spell-check. 10 %

10. Goals and Objectives: Demonstrate thoughtful reflection on one's own achievements and learning in both languages.

TOTAL 100 % Comments:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

_____________________________________________________________________________.



Anejo G/Appendix G

Progression Follow-Up Template

Strengths/Fortalezas Weaknesses/Debilidades Improvement Ideas/Ideas mejoradas

Facilitator’s Comments/Comentarios Del Facilitador

Student’s response and Comments/Respuestas y comentarios del estudiante



Anejo H/Appendix H

Portfolio Cover Page

Academic Portfolio as an Organized Record of the Academic Experiences, Assignments, and

Achievements during the Advance Internship in Hotel Management ITHM 390 course

Yourname

Ana G. Méndez UniversitySystem, Metro Orlando Campus

.



Anejo I/Appendix I

Crónica de experiencias

Redacte semanalmente una Crónica de experienciasen donde usted:

1. Resuma sus experiencias en el centro de práctica,

2. Explique en detalle sus deberes y responsabilidades,

3. De ejemplos de cómo aplicó las teorías aprendidas en el salón de clases en relación a

experiencias o situaciones en el centro de práctica,

4. Conteste las siguientes preguntas:

a. ¿Tuvo la oportunidad de resolver problemas o situaciones en el centro de

práctica?

b. Sino tuvo dicha oportunidad, ¿cómo usted hubiese resuelto dicha situación o

problema?

c. Evalúe su experiencia de práctica durante la semana.



Appendix I

Chronicle of Experiences

Write a weekly Chronicle of Experiences and answer the following questions:

1. Summarize your internship’s work experiences,

2. Explain in details your duties and responsibilities,

3. Give examples of how you apply what you learned in the classroom over your

internship’s on site experiences or situations,

4. Answer the following questions:

a. Did you have the opportunity to solve problems?

b. If not, how would you handle the given situation?

c. How you evaluate your internship experience this week?



Anejo J/Appendix J

MATRIZ PARA EVALUAR ANUNCIOS Y DIBUJOS NOMBRE: ___________________________ NOTA FINAL: ____________ FECHA: ______________________ TITULO:___________________ 0-No Cumplió 1-Deficiente 2-Regular 3-Bueno 4-Muy Bueno 5-Excelente N/A-No Aplica CRITERIOS 0 1 2 3 4 5 N/A 1. Utiliza colores apropiados. 2. Identifica una tipografía apropiada. 3. La redacción del texto va a tono con el concepto

del anuncio.

4. Las fotos o los símbolos se destacan en el comercial de forma efectiva.

5. Las ideas y argumentos del anuncio están bien fundamentados en el concepto creado.

6. Se utiliza un lenguaje apropiado. 7. La música y los efectos especiales se destacan

en el anuncio de forma positiva.

8. El talento o el portavoz seleccionado le brinda identidad propia al anuncio.

9. El estudiante cumplió con la pre-producción de un anuncio a través del desarrollo de un guión, libreto o “storyboard”.

10. El anuncio demuestra creatividad. 11. El estudiante creó un “slogan” con un tono

adecuado al tema de campaña.

12. El anuncio proyecta efectividad. 13. El anuncio capta la atención e interés de la

audiencia.

14. Uso efectivo de la tecnología, ayudas visuales, drama o ejercicios de acuerdo al ejercicio y el tema presentado, según aplique

15. El concepto es diferente, nuevo y rompe con los estereotipos tradicionales.

Comentarios: _________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________



Appendix J

RUBRIC TO EVALUATE COMMERCIAL AD’s & DRAWINGS NAME: _________________________ FINAL GRADE: ___________________ DATE:____________________________ TITLE: _____________________ 0-NOT OBSERVED1-DEFICIENT2-AVERAGE3-GOOD4-VERY GOOD 5-EXCELLENTN/A-NOT APPLY

CRITERIA 0 1 2 3 4 5 N/A 1. The ad colors are adequate to the concept. 2. The typography used in the ad is adequate to

the concept..

3. The ad text is the adequate for the concept. 4. The ad photos and symbols are effective in

the ad.

5. The ad ideas and arguments are based in sources presented.

6. Utilized appropriate language with syntactical and grammatical correction.

7. The music and special effects are effective. 8. The talent or “spokesperson” gives a unique

personality to the commercial.

9. The student did a pre-production, including scripts and storyboards.

10. The commercial demonstrates creativity. 11. The slogan is adequate with the tone of the

ad.

12. The ad is definitely adequate and effective for its target.

13. Captures audience attention and interest and/or promotes participation, depending on which applies.

14. Effective use of technology, visual aids, drama or exercises depending on the theme or exercise presented.

15. The commercial is a different and a new idea. It is not a traditional concept.

Comments: _____________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________



Anejo K/Appendix K



Anejo L/Appendix L



Anejo M/Appendix M

DIARIO REFLEXIVO Nombre ____________________________

Fecha ____________________________

El propósito de este diario es el de reflexionar y escribir sobre los conceptos, los sentimientos

y las actitudes que se desatan a partir de la discusión y los trabajos de cada taller. Este proceso le

ayudará en su autoanálisis, así como propiciará la auto evaluación.

Utilizando las siguientes preguntas guías, reflexione sobre lo presentado en el taller y conteste

las mismas en forma de ensayo con excelente gramática, ortografía y puntuación:

1. Hoy aprendí

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

_______________________________________________________________________.

2. Este tema presentado en clase me ayuda

a_______________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

.

3. Puedo aplicar lo discutido en la clase a mi vida y experiencias personales…

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

_______________________________________________________________________.



Anejo N/Appendix N

REACCIÓN ESCRITA INMEDIATA

Nombre: ___________________________

Fecha : ___________________________

Después de cada taller, deberá contestar las siguientes preguntas y devolver este documento

al/a la facilitador/a. Estas contestaciones le proveerán al facilitador/a información valiosa acerca

de sus dudas respecto a los temas o asuntos discutidos en el taller de hoy.

1. El tema más importante del taller de hoy fue…

2. Después de discutir el tema, aún me quedan algunas dudas, que son…

3. Me agradaría que se retomara la discusión de los siguientes aspectos relacionados al

tema, ya que éstos son de importancia para mí.



Anejo O/Appendix O

The No-Test Test

Objective:

To enable students to summarize the content covered in class.

Procedure:

Students will be divided in groups and their task is to identify 3 or 4 of themost important points

covered in class and brainstorm a way to help them remember them.

Class Review

The No-Test Test



Anejo P/Appendix P

ONE MINUTE- PAPER

Name ________________________

Date _________________________

After each workshop, you must answer the following questions and return the document to

the facilitator. These answers will provide the facilitator with valuable information regarding

your doubts regarding the topics or concepts discussed in class today.

1. The most important topic or theme of today’s workshop was…

2. After discussing the topic, some questions are still unanswered. These are…

3. I would like this discussion to go further into these other/s topic/s that are very important

for me.



Anejo Q/Appendix Q

Recap Activity

The 5-Minute Essay

Objective:

To emphasize the concepts discussed during the entire workshop series and review the learning.

An assessment tool for the facilitator and the student to evaluate the fulfillment of objectives.

Procedure:

The students will answer in a handwritten essay format the following questions posed by the

facilitator:

1. What are the important points that you learned during the course?

2. What points are you unclear about or do you still have concerns about?

The essay will be read to the rest of the class and the students will be able to review the material

in a group manner.



Sistema Universitario Ana G. Méndez

School for Professional Studies

Florida Campuses

Universidad del Este, Universidad Metropolitana, Universidad del Turabo

ITHM 390

ADVANCE INTERNSHIP HOTEL MANAGEMENT STUDENT GUIDE

GUIA DEL ESTUDIANTE PRÁCTICA ADVANZADA GERENCIA HOT ELERA

© Sistema Universitario Ana G. Méndez, 2010

Derechos Reservados.

© Ana G. Méndez UniversitySystem, 2010. All rights reserved.



TABLE OF CONTENTS

Pages

Introduction .........................................................................................................................3

Objectives and Goals ...........................................................................................................3

Desired Knowledge Gained Through the Internship Experience ........................................4

Duties and Responsibilities of the Intern .............................................................................5

Selecting the Internship Site ................................................................................................6

Duties and Responsibilities of the Internship Coordinator ..................................................6

Duties and Responsibilities of the Internship Facilitator .....................................................7

Duties and Responsibilities of the On-Site Supervisor ........................................................7

Internship Policies and Procedures ......................................................................................8

Attendance ...........................................................................................................................8

Evaluation of the Internship Experience ..............................................................................9

Intervention guide for problem solving .............................................................................10

Repeating the internship ....................................................................................................10

Appendix A ........................................................................................................................11

Appendix B ........................................................................................................................13

Appendix C ........................................................................................................................15

Appendix D ........................................................................................................................18

Appendix E ........................................................................................................................20

Appendix F.........................................................................................................................23

Appendix G ........................................................................................................................24

Appendix H ........................................................................................................................25

Appendix I .........................................................................................................................27

Appendix J .........................................................................................................................29



Introduction

The course, ITHM 390 is the Advanced Internship required for all students pursuing a BS in

International Tourism and Hospitality Management with a major in Hotel Management from

Universidad del Este of Ana G. Méndez University System, Metro Orlando Campus. The

internship helps fulfill the student's academic performance for the tourism and hospitality

profession. It also provides a combination of work experience and an opportunity for application

of classroom theories. The students are required to go into a tourism or hospitality management-

related environment to gain experience and exposure to techniques, methodologies, and

procedures; all under the close supervision and guidance of a capable practitioner.

The internship may be taken after a student has successfully completed 112 credits within the

program including all core courses. The average participation for the Internship is one part of

term (5 weeks). The intern should expect to work at the internship site an average of, at least,

eighteen (18) hours per week, and meet with the Internship Facilitator weekly for two (2) hours

in the classroom. Three credit hours shall be awarded for 100 hours of participation for this

course; this includes 90 hours internship on site, and 10 hours class work.

Objectives and Goals

At the end of the Internship, the students will:

1. Implement personal skills and competencies.

2. Achieve practical experience under professional supervision.

3. Develop the ability to work with people, both individually and as part of a group.

4. Compare theories and concepts learned in the classroom and related real life experiences.

5. Acquire and apply problem-solving techniques.

6. Experiment with personal skills and competencies, and execute classroom experiences

and theories.

7. Become skilled with the routine procedures and responsibilities of the tourism or

hospitality site.

8. Experience opportunities to learn, observe, and practice a variety of administrative

activities.

9. Evaluate one’s self in relation to the field, and in relation to his or her professional

preparation.

10. Establish realistic goals for professional growth and development.



11. Establish career goals and objectives upon conclusion of the internship experience.

Desired Knowledge Gained Through the Internship Experience

Each intern will complete 30 hours in three (3) different areas of the site for a minimum of 90

hours. The student’s experience should be segmented into the following broad categories:

1. Manager of Lodging Operations (30 hours)

2. Manager Food & Beverage Operations (30 hours)

3. General Management (30 hours)

a. Sales and Marketing

b. Accounting

c. Human Resources

Duties and Responsibilities of the Intern

1. The student must be registered for the Advance Internship (ITHM 290) before reporting

to the site to begin work. Internship may be taken following the enrollment of the

student's successful completion of 90 credits or more within the program including all

core courses.

2. The student must have a minimum 2.50 grade-point average to enroll in the internship.

3. The Application for Internship Form (Appendix A), and the Intern’s Statement of

Responsibility Form (Appendix B) must be submitted to the Internship Coordinator of

the International School of Tourism and Hospitality Management no later than two weeks

of the part of term preceding the planned internship. The student would give

authorization to the Internship Facilitator to request a transcript in order to process an

academic evaluation to validate the internship application.

4. The student should make the initial contact with a potential internship site, regarding their

placement. The on-site Supervisor must complete the Internship Site Description Form

(Appendix C), and the Contract Agreement Form (Appendix D).

5. Care should be taken when selecting an internship site that will provide a quality

experience and quality mentoring. (Refer to Selecting the Internship Site for

requirements).

6. Students must arrange to have the on-site Supervisor completes the Site Supervisor’s

Evaluation of Intern Form (the first one at the end of the first 45 hours of the internship;



the second one at the end of the internship) and mail it directly to the Internship

Coordinator. (Appendix E).

7. The student will turn in the Intern’s Presentation Letter to the on-site Supervisor

(Appendix F).

8. The student will complete a weekly time sheet, signed by the on-site Supervisor, and turn

it in to the Internship Facilitator at the end of each workshop (Appendix G).

9. The student will pay all related financial obligations required for the internship. The

student may accept financial stipends, salaries, housing, other compensation, and outside

employment provided by the internship site as long as such employment does not

interfere with the internship experience.

10. The intern should submit the Intern’s Evaluation of Site Form (Appendix H). This form

will be turned in to the Internship Facilitator at the end of workshop number five.

Selecting the Internship Site

1. The internship site should provide quality work experience and quality mentoring.

2. The student may request to complete the internship requirements at any tourism or

hospitality-related corporation or site of choice.

3. Only under special conditions, to be determined by the Internship Coordinator, will an

Internship be permitted as part of an intern's regular full-time job.

4. The student is responsible for negotiating the work schedule and duties with the

internship on-site Supervisor, once the tourism or hospitality management site is selected.

5. The Internship Coordinator will approve the internship site according to the

specifications above.

Duties and Responsibilities of the Internship Coordinator

1. Evaluate student’s application to determine eligibility.

2. Explain in detail the internship policies and procedures, and intern duties and

responsibilities.

3. Maintain updated record of the internship’s site information such as: contact, address,

phone and fax numbers, e-mail, etc.

4. Maintain a copy of the completed evaluations of the Intern’s Evaluation of Site Form

(Appendix H).This forms will be retained for future reference and recommendation.



5. Collaborate with the Internship Facilitator and the students with academic or

extracurricular activities.

6. Provide evaluation forms.

Duties and Responsibilities of the Internship Facilitator

1. Meet weekly for two hours with the interns on the day specified in the registrar’s

documents. Discuss internship development, course work, and assignments prior to the

workshops.

2. Visit the intern at least twice during the internship period if condition permits.

Monitoring will be conducted by telephone and/or e-mail, when visitation is not possible.

3. Evaluate the intern’s attendance at the internship’ site; as well as class participation,

homework, responsibility, etc. The Internship Facilitator will be using the internship On-

site Supervisor’s evaluations of the interns for this purpose.

4. Receive completed and signed Intern’s Evaluation of Site Form (Appendix H) from the

students. This form will be retained for future reference and recommendation. Relay

these documents to the Internship Coordinator.

5. Complete and submit the grade roster to the Registrar’s Office, according to policy.

6. Be responsible for all final grading decisions.

Duties and Responsibilities of the Internship on-site Supervisor

1. An internship on-site Supervisor should consider the intern as a learning partner while

engaged in professional training.

2. The internship on-site Supervisor should make a commitment to provide the intern with a

comprehensive learning experience.

3. The qualifications and experience of the internship on-site Supervisor is very important.

The Supervisor must have the proper practical experiences and education to qualify as a

tourism or hospitality professional.

4. An internship on-site Supervisor must understand the goals of the International Tourism

and Hospitality Management Internship Program of Universidad del Este, Ana G.

Méndez University System, Metro Orlando Campus.

5. The internship on-site Supervisor is to discuss the evaluative assessment with the intern

before mailing, or e-mailing the evaluation form back to the Internship Facilitator, and

the Internship Coordinator.



6. The on-site Supervisor should complete two evaluations of the intern, by the end of the

internship. The first evaluation is at the end on the third week, and the second at the end

of the internship on week five. These evaluation forms will be placed in the student's

academic file.

Internship Policies and Procedures

1. The student must have a minimum 2.50 (B) grade-point average to enroll in the

internship.

2. The student should be officially registered before reporting to the internship site.

3. An Application for Internship (Appendix A), and the Intern's Statement of Responsibility

Form (Appendix B) must be submitted to the Internship Coordinator no later than two

(2) weeks prior to the end of the term preceding the planned internship.

4. The student may make the initial contact with a potential internship site, regarding their

placement.

5. Coursework would be taken weekly for two (2) hours, during the part of term in which a

student is engaged in the internship.

6. The University and the internship site must complete any contractual arrangements in

writing. The University and the internship site will retain a copy. (Students should also

retain a copy). See the Contractual Agreement Form in Appendix D.

Internship Log of Experiences

1. Upon completion of the internship, the intern will submit two typewritten copies of the

Log of Experiences (Appendix I) along with all of the internship evaluation forms.

Following the evaluation of the internship log of experiences, one of the two submitted

copies will be returned to the intern.

2. The log/journal of experiences should include, preceding the introduction section, a cover

(title page), a table of contents, and references APA style.

3. The Log of Experiences is required in order to receive the final grade for the course.

4. The students should include the Internship Log of Experiences and the Internship

Facilitator will evaluate this paper using Appendix J.

Attendance

1. The intern has the obligation of being on time and having consistent attendance. The

Intern will complete the TimeSheet. (Appendix G).



2. Absences will not be accepted unless the student is sick or a death in the family of a close

relative occurs, or she/he is serving as a juror (Jury Duty). If the student misses days

because of these circumstances, the internship hours must be made up. The On Site

Supervisor and the Internship Facilitator will determine how the intern will make up the

missed time.

3. In the situation of excessive or unjustified absences, the intern could be removed from the

internship on site. Two (2) absences will be considered excessive.

Evaluation of the Internship Experience

1. An evaluation of the intern's performance will be made at the middle and end of the of

the internship experience by the internship on-site Supervisor. The internship on-site

Supervisor will be supplied with the proper internship evaluation forms and all the

documents the site requests from the University. The internship on-site Supervisor is to

discuss the evaluative assessment with the intern before mailing or e-mailing the

evaluation form back to the Internship Coordinator.

2. The Internship Facilitator will evaluate the intern according to attendance (classroom and

internship site), class participation, class work, final project, etc.

3. The internship shall be graded according to Ana G. Méndez University System, Metro

Orlando Campus grading policies.

a. The standard grading scale is: 100-90 A, 89-80 B, 79-70 C, 69-60 D, 59 or below

F.

b. The final internship grade will be derived from:

4. The internship On-site Supervisor's Evaluation form (two evaluations)

5. The Internship Facilitator (one evaluation)

6. Internship Log of experiences

7. Seminar (Class participation, class work, internship time-sheet, etc.)

8. The final grading decision will rest solely with the Internship Facilitator.

9. A student must obtain an A or B in order to pass the internship course

Intervention guide for problem solving

The following procedures should be followed in the event of conflict or problem:

1. The problem is identified by the on site Supervisor and/or the Internship Facilitator.

2. The on site Supervisor and the Internship Facilitator meet to identify the problem.



3. The on site Supervisor and the Internship Facilitator meet with the intern to clarify the

problem and generate suggestions for its solution. Minutes of the meeting will be taken

and a narrative will be reported to the Internship Coordinator.

4. If the problem persists, a second meeting will take place where one of the following

options will be taken:

a. Reassigning the on site Supervisor

b. Reassigning the internship center

c. Withdrawal and application for the internship to be completed in the following

semester

d. Reasonable accommodation

Repeating the Internship

1. The application to repeat the internship is initiated with a letter to the Internship

Coordinator.

2. The semester in which the student requests the opportunity to repeat the internship must

be specified, and the letter must be turned in two months before the beginning of the

semester in which the internship is set to take place.

Evaluation

Students in this internship will be evaluated as follows:

Internship Criteria

1. Supervised internship (100 hours) - the student will complete 90 hours of internship,

and 10 hours of class work. The Internship Facilitator should complete two evaluations

of the intern, by the end of the internship. The first evaluation is at the end on the third

CRITERIA % CompletedSupervisedInternship (90hours) 60% First On-site Internship Supervisor Evaluation 10%

Second On-site Internship Supervisor Evaluation 10%

Log of Experiences 5%

Attendance and class participation 15%

TOTAL 100%



week, and the second one at the end of the internship on week five. These evaluation

forms will be placed in the student's academic file. The evaluation provided by the on site

supervisor will have a weight of 50% in the final evaluation of the intern and the

internship facilitator 50%.

2. Evaluations (2) - The student will be evaluated in two occasions by the on site

supervisor and the internship facilitator (Appendix E). These evaluation forms will be

placed in the student's academic file.



Appendix A

APPLICATION FOR INTERNSHIP

I ____________________________________________, hereby request permission to

(please print or type)

enroll in the International School of Tourism and Hospitality Management Advance Internship in

Hotel Management (ITHM 390), for the part of term _____, _____ (year).

I have successfully completed a total of __________ semester hours toward the fulfillment of the

requirements for the BS in International School of Tourism and Hospitality Management with a

major in Hotel Management degree (a minimum of 112 60 or more credit hours must be

completed to be eligible to participate in the Internship), and I am currently carrying a

_________ grade point average.

_________________________________________

(Intern’s signature)

________________________________________

Internship Coordinator

Tourism and Hospitality Management Program

______________________________________

(Date approved)



TRANSCRIPT

A current transcript from student services will accompany your application. By signing below

you give permission for a transcript to be sent to schools and school districts as part of your

application.

I, ______________________________, Social Security _______________________ authorize

the Universidad del Este at Ana G. Mendez University System, Metro Orlando Campus

permission to access my university transcript as part of my application for my internship.

_________________________________________


_________________________________________

Date



Appendix B

Intern's Statement of Responsibility Form

I acknowledge receiving a copy of the current International School of Tourism and

Hospitality Management Program's Internship Guideline Manual.

I acknowledge that I will not participate or practice within the internship phase until I have on

file:

1. A properly completed Application for Internship form (Appendix A);

2. A properly completed and signed Intern's Statement of Responsibility Form

(Appendix B);

3. An Internship Site Description (Appendix C);

3. An updated resume; and,

5. A properly completed and signed internship contract (Appendix D).

I acknowledge that I will not report to the site of the internship until I have read

completely the International School of Tourism and Hospitality Management Program's Advance

Internship in Hotel Management and until I have registered for Internship I (ITHM 390).

Also, I agree not to reproduce, alter, or exchange with any other similar program, institution, or

other tourism or hospitality management program any part of the International School Tourism

and Hospitality Management Program's InternshipGuideline Manual without written permission.

During my internship experience, I will keep an up-to-date log of my experiences. I will

attend all meetings and cooperatively participate in all approved activities as suggested by the

on-site Supervisor. I will also attend one time a week for two hours with the Internship

Facilitator.

Upon the conclusion of the Internship I, I will schedule two individual appointments, one

with the on-site Supervisor and the other with my Internship Program Coordinator. I will

convey, to the best of my ability, as much information as possible for the improvement of the

Internship, intern preparation, and the International School of Tourism and Hospitality

Management Program of Universidad del Este, Ana G. Méndez University System, Metro

Orlando Campus.



I acknowledge that failure to comply completely with the conditions set forth in this

statement of responsibility could result in dismissal from the internship site, thereby requiring

that another internship be completed to fulfill graduation requirements.

__________________________ _____________________________________

(Signature of intern)

Int

ernship Coordinator (signature)

___________________________

(Date)



Appendix C

Internship Site Description Form

A. General Information

Student's Name ___________________________________________

Name of Site or Business _________________________________

Address __________________________________________________

City ________________ State ____________ Zip Code ____________

Phone _________________________ Fax ______________________

Web Site _________________________________

On-site Supervisor’s Name _______________________________________

On-site Supervisor’s Position _____________________________________

On-site Supervisor’s E-Mail ______________________________________

B. Internship Site Information

What is the general nature of the business?

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________

Please give a general description of the size of the business or operation, i.e., number of

employees, members, nature of facilities, etc.

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________

Please give a general description of the duties expected of an intern.

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________

Please list specific duties that the intern would perform:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________

Check the seasons during which the site could use an intern:



Fall ______ Winter ______ Spring ______ Summer _____

Is there any reason why a semester included would not work well beginning (a) early September

(b), early January, or (c) mid May?

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________

C. Remuneration

(While pay is not required for an internship, we do suggest that students be paid a salary of some

sort because they do have expenses, and will often have to select sites with that in mind.)

Will a salary be paid?

______________________________________________________________________

If so, what will be the approximate salary per hour?

______________________________________________________________________

Are there any fringe benefits for the intern such as meals, lodging, etc.?

______________________________________________________________________

Please list

______________________________________________________________________

Is there a possibility of employment for interns following a successful internship?

______________________________________________________________________



D. Duties and Responsibilities of the Internship On-site Supervisor

1. An internship on-site Supervisor should consider the intern as a learning partner while

engaged in professional training.

2. The internship on-site Supervisor should make a commitment to provide the intern with a

comprehensive learning experience.

3. The qualifications and experience of the internship on-site Supervisor are very important.

The Supervisor must have the proper practical experiences and education to qualify as a

tourism or hospitality professional.

4. An internship on-site Supervisor must understand the goals of the International Tourism

and Hospitality Management Internship Program of Ana G. Méndez, Metro Orlando

Campus. Professional excellence requires a commitment.

5. The on-site Supervisor would type a list of the intern's responsibilities on the company’s

letterhead.

6. The internship on-site Supervisor is to discuss the evaluative assessment with the intern

before mailing, or e-mailing the evaluation form back to the Internship Facilitator, and

the Internship Coordinator.

7. Once the internship is completed, the on-site Supervisor should have written two

complete evaluation of the intern. The first one, at the end on the third week, and the

second one at the end of the internship on week five. A copy of the completed

evaluations forms from the internship site at which the internship was completed shall be

placed in the student's academic file.



Appendix D

Contractual Agreement Form

The International School of Tourism and Hospitality Management of Universidad del

Este of Ana G. Méndez University System, Metro Orlando Campus, and

________________________________________________________________ (site)

affiliated with _________________________________ (intern’s name).

This AGREEMENT will be effective the month of _______________, _________ (year)

between the International School of Tourism and Hospitality Management of Universidad del

Este, Ana G. Méndez University System, Metro Orlando Campus and ___________________

______________________________________(site).

The parties desire to engage the participation of the (site) ________________________

in the internship education of students from Universidad del Este of Ana G. Méndez University

System, Metro Orlando Campus, and thereby to promote excellence in administration and

education and to contribute to the professional growth, development, and competence of the

Tourism and Hospitality Management students.

By agreeing to cooperate in accomplishing these common objectives, the three parties

hope to further mutual understanding and programs of mutual interest.

For the Internship Site:

__________________________________________

(Name On Site Supervisor)

________________________

(Title)

______________________

(Site)

__________________________________________

__________________________________________

(Address)

_____________________________________

(Signature)

_____________________________________



(Date)

For the International School of Tourism and Hospitality Management, Universidad del Este,

AGMUS, Metro Orlando Campus:

_____________________________________

(Name Executive Director)

_____________________________________

(Signature)

_____________________________________

(Date)

For the Intern:

_____________________________________

(Intern’s name)

_____________________________________


____________________________________

(Date)



Appendix E

On-site Supervisor's Evaluation of Intern Form

Intern’s Name____________________ SSN ________________________

Internship Site _______________________________

Name of Supervisor ___________________________

Title/Position _________________________________

Address _______________________________________________________

Telephone ___________________________ Fax _____________________________

E-Mail ______________________________________

Directions: Prior to the completion of the internship experience, please check the rating which

best describes the level of attainment of the intern and complete the statements. Please review the

completed evaluation with the intern prior to submitting the evaluation to the Tourism Internship

Coordinator.

In the evaluation, rate the intern as you would rate a new employee. (Internship is the first step

towards a professional career.) How would you rate this individual as a future professional?

Rating Scale: 5 = Outstanding 4 = Above Average 3 = Average 2 = Needs Improvement 1 = Unacceptable 0 =

N/A

Criteria 5 4 3 2 1 N/A

1. Cooperation

Functions well with and adjusts to people

Willing to accept suggestions and criticism

Respects the opinion of others

2. Responsibility

Follows tasks through to completion

Follows directions and instructions

Is punctual

Is dependable

Demonstrates appropriate attendance

Demonstrates awareness of responsibility for the

position



3. Enthusiasm

Eagerly pursues tasks

Demonstrates interest in people

Initiates tasks without prodding

Demonstrates a desire to assist

Demonstrates a desire to learn

4. Leadership

Demonstrates ability to plan

Demonstrates ability to function with assigned groups

Attempts to resolve problems independently

Conveys ideas clearly

Introduces new ideas and approaches

Indicates understanding of people (staff, clients, or

customers)

Demonstrates imagination and creativity

Demonstrates knowledge of programming skills and

techniques

Exercises good judgment

5. Emotional Stability/Maturity

Demonstrates confidence

Is well-poised

Exhibits self control

Indicates sensitivity for needs of the clients or

customers

Demonstrates capability of confronting new situations

6. Physical Qualities

Demonstrates appropriate energy

b. Dresses appropriately for setting and activity

7. Social Qualities

Establishes good rapport with groups



Establishes good rapport with site staff

Demonstrates ease in meeting people

Demonstrates good character and integrity

Maintains a cooperative attitude

The intern is most effective in:

______________________________________________________________________________

______________________________________________________________

The intern requires assistance in:

______________________________________________________________________________

______________________________________________________________

Additional comments and/or recommendations:

______________________________________________________________________________

______________________________________________________________

* Intern's Signature _________________________ Date _____________

Signature of On-site Supervisor __________________ Date _____________

* This signature confirms that I have seen and discussed this evaluation.

When the evaluation is completed, please forward to:

Attn: Internship Facilitator (Name)

Ana G. Méndez University System, Metro Orlando Campus

International School of Tourism and Hospitality Management

P. O. Box 574998

Orlando, FL 32857-4998



Appendix F

Intern’s Presentation Letter to the On-site Supervisor

Date

Name

Position

Site’s name

Address

Mr. or Mrs.

Dear :

Universidad del Este, Ana G. Méndez University System, Metro Orlando Campus offers a bilingual

(Spanish and English) BS in International Tourism Hospitality Management with a major in Hotel

Management. In order to complete such a degree, it is a requisite that the students perform 100 practical

hours in the related area of concentration as part of the course ITHM 390, Internship II.

The students of these programs are insured under the _____________________ with policy number #

_______________________. These students also have knowledge of the fact that they will not receive

any wages from the employer if their business is used for practical work experience, unless the

employers’ wishes to stimulate the student for the work accomplished.

We hope to count on your help and cooperation with the future bilingual professionals of the Tourism

Industry. In offering an opportunity to a participating student, you are contributing to the education of

future youth, which can later on become part of your prestigious business.

Anticipated thanks for your cooperation. If there should be any further information needed, please

contact me at 407-207-3363.

Sincerely,

Prof.

Coordinator of Tourism Internship

Universidad del Este, AGMUS, Metro Orlando Campus



Appendix G

Intern’s Time Sheet Form

Intern’s Name____________________ SSN ________________________

Internship Site _______________________________

From _______________ To _______________

Month/Day/Year Month/Day/Year

Day time in (am) time out (pm) time in (am) time out (pm) total of hours

SUNDAY

MONDAY

TUESDAY

WEDNESDAY

THURSDAY

FRIDAY

SATURDAY

TOTALOF

HOURS

Intern’s signature____________________

Internship On-site Supervisor’s Signature_______________________________

Date __________________________



Appendix H

Intern's Evaluation of Site Form

Intern’s Name____________________ SSN ________________________

Internship Site ___________________________

On-site Supervisor __________________________

Instructions: Using the following scale, rate the strengths and weaknesses of the site in terms of meeting

your needs as an intern. Please make comments in spaces provided.

5 = Outstanding; 4 = Above Average; 3 = Average; 2 = Needs Improvement; 1 = Unacceptable; 0 = N/A

Criteria 5 4 3 2 1 0

1. Acceptance of you as a functional member of the staff, willingness to integrate

you into all appropriate levels of management in programs and projects.

2. Provisions of relevant experiences in administration, supervision, and

leadership.

3. Cooperation of site staff to provide professional growth experiences through

training programs, seminars, and similar activities.

4. Provision of assistance in helping you meet your personal and professional

goals and objectives.

5. Possession of resources essential to the preparation of professionals (library,

equipment, supplies, etc.).

6. Employment of qualified, professional staff with demonstrated capability to

provide competent supervision.

7. Adequate scheduling of conferences with you and ongoing evaluation of your

performance followed up by brief written progress reports.

8. Allowance for relating classroom theory to practical situations.

9. Location in reasonable proximity to campus.

10. Willingness to listen to whatever suggestions or recommendations you might

offer, and willingness to discuss them with you, explain the rationale for their

acceptance or rejection.

Would you recommend this site to future interns? Why or why not?

_____________________________________________________________________________________

_____________________________________________________________________________________

What were the strongest/weakest parts of this experience? What should be added or deleted?



_____________________________________________________________________________________

_____________________________________________________________________________________

Do you have any additional comments?

_____________________________________________________________________________________

_____________________________________________________________________________________

Final Comments:

_____________________________________________________________________________________

_____________________________________________________________________________________



Appendix I

Internship Log of Experiences

Upon completion of the internship, the intern will submit two typewritten copies of the log of experiences

along with all of the internship evaluation forms. Following the evaluation of the internship log of

experiences, one of the two submitted copies will be returned to the intern.

The log/journal of experiences should include, preceding the introduction section, a cover (title page), a

table of contents, and references APA style. The log/journal should be organized in the following manner:

1. Introduction

2. Site of Internship

3. Job Responsibilities (This should be typed on letterhead from the internship site.)

4. Organizational Hierarchy of the Internship On-site

5. Time/Duration of the Internship (100 clock hours is the minimum requirement for three (3) credit

hours.

6. Chronicle of Experiences

a. Daily/Weekly Summarization of the Work Experiences

b. Appendix Section for any Special Materials, Handouts, or Gimmick Samples

7. Summary

a. Brief Summary of the Total Experience, Exposures, and Participation

b. Personal Philosophy Paper (two to three pages). The students should address the value of

tourism and hospitality in society and in the lives of those served.

8. Intern'sEvaluation of the Site

a. Briefly evaluate the site and the on-site Supervisor.

b. Should the School of Tourism and Hospitality Management seek to place another intern

with this site?

c. What recommendations do you have for the improvement of the internship phase of the

program?

d. Should we strive to prepare our interns in a special manner for this site?

e. Was the internship a worthwhile expenditure of the time required? If the answeris no,

whyorwhynot?



Appendix J

RUBRIC TO EVALUATE WRITTEN PAPERS OF THE LOG OF EXP ERIENCE

NAME: _______________________ FINAL GRADE: ________________

TITLE: _______________________ DATE: _________________________

0-NOT OBSERVED 1-DEFICIENT 2-AVERAGE 3-GOOD 4-VERY GOOD 5-EXCELLENT N/A-NOT APPLY

CRITERIA 0 1 2 3 4 5 N/A 1. Identifies purpose, objectives and principal ideas

included in the paper.

2. Presentation of ideas is organized, coherent and can be easily followed.

3. The author demonstrates mastery of the presentation theme or matter, as it properly explains content and does not incur in mistakes.



6. The author presents his point of view in a clear, convincing and well-based manner.

7. The paper demonstrates substance, logic and originality.

LANGUAGE 8. Utilizes appropriate language with grammatical

and syntactical correction.

9. Utilizes precise, correct and appropriate vocabulary.

10. Contains well-constructed sentences and paragraphs that facilitate lecture and comprehension.

Comments:

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

____________________________________________________________________________________.

Documents

ITHM 390 ADVANCE INTERNSHIP HOTEL MANAGEMENT … 390 DLP... · la profesión de Gerencia Hotelera provee una combinación de experiencia de trabajo y la oportunidad de aplicar lo