Hospitality Services Course Outline

The lessons in this course may be used in any sequence. The suggested sequence order is as follows:

All TEKS Overview

I. World of Hospitality

A. What is hospitality?
B. Role of travel
C. Trends: past, present and future

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
    • (B) explain the effects that supply and demand have on the hospitality industry

II. Overview of the Lodging Industry

A. Types of lodging businesses
B. Levels of service
C. Ownership and management

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
  • (3) The student researches career opportunities and qualifications to broaden awareness of careers available in the hospitality industry. The student is expected to:
    • (I) describe the types of facility ownership and determine the advantages and disadvantages for each
  • (5) The student uses information technology tools specific to hospitality service careers to access, manage, integrate, and create information. The student is expected to:
    • (B) research website information on hospitality service operations

III. Hotel Department Organization

A. Organizational chart
B. Overview of managment positions
C. Department descriptions
D. Job descriptions
E. Front and back of the house

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
  • (3) The student researches career opportunities and qualifications to broaden awareness of careers available in the hospitality industry. The student is expected to:
    • (M) use organizational charts to analyze workplace operations
    • (N) research the major duties and qualifications for hospitality managerial positions
    • (O) review the functions, skills, and tasks of essential departments within a hospitality operation

IV. Customer Relations and Quality Service

A. Importance of quality service
B. Communication
C. Critical moments of service
D. Teamwork
E. Handling customer complaints
F. Guest comment feedback
G. Cultural and special needs differences

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
    • (F) examine cultural differences of other areas, regions and countries
  • (2) The student uses listening, oral, written, and media communication skills in creating, expressing, and interpreting information and ideas, including technical terminology and information. The student is expected to:
    • (A) interpret verbal and nonverbal communication
    • (B) recognize and respond to guest needs
    • (D) exhibit public relations skills
    • (E) apply alternate communication services to assist customers with
      specialized needs
  • (4) The student examines and reviews ethical and legal responsibilities related to guests, employees, and conduct within the establishment to maintain high industry standards. The student is expected to:
    • (A) formulate improvements for customer service from guest comments
  • (5) The student uses information technology tools specific to hospitality service careers to access, manage, integrate, and create information. The student is expected to:
    • (C) evaluate current and emerging technologies provided by the hospitality industry to improve guest service
  • (6) The student applies leadership and teamwork skills in collaborating with others to accomplish organizational goals and objectives. The student is expected to:
    • (A) model qualities in employee retention by creating a pleasant working atmosphere for staff members
    • (B) formulate staff training plans to create an effective working team
    • (C) apply conflict-management skills to facilitate solutions
  • (7) The student solves problems using critical-thinking skills independently and in teams. The student is expected to:
    • (C) devise strategies for maximizing customer satisfaction
    • (D) resolve unexpected situations

V. Front Office

A. Room division
B. Front desk
C. Reservations
D. Uniformed services
E. Telecommunicatons
F. Guest cycle

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
  • (2) The student uses listening, oral, written, and media communication skills in creating, expressing, and interpreting information and ideas, including technical terminology and information. The student is expected to:
    • (A) interpret verbal and nonverbal communication
    • (B) recognize and respond to guest needs
    • (C) outline procedures for processing messages
  • (5) The student uses information technology tools specific to hospitality service careers to access, manage, integrate, and create information. The student is expected to:
    • (A) examine types of technology used to manage hospitality service
      operations
  • (8) The student reviews the importance of health, safety, and environmental management systems in organizations and their importance to organization performance and regulatory compliance. The student is expected to:
    • (C) explain how key control procedures protect guests and minimize risks
    • (D) explain how cash control procedures are used to protect funds
    • (E) explain how guests and property are protected to minimize losses or liabilities
  • (9) The student understands roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. The student is expected to:
    • (M) use guidelines for access control to determine guest and group
      admission procedures
    • (N) apply traffic control procedures to facilitate movement of people and vehicles
  • (11) The student uses technological knowledge and skills required to pursue careers in hotel services. The student is expected to:
    • (A) describe the necessary information collected during the registration process to correctly register guests
    • (B) explain how room rates are established with arriving guests to assign the appropriate rate
    • (C) explain how availability, room status, and other standard operating guidelines are used to assign rooms to arriving guests
    • (D) explain how methods of payment are established with arriving guests to clarify payment procedures
    • (E) explain how a hotel’s computer system is used to create guest
      accounts
    • (F) summarize correct check-out procedures to prevent oversights or
      errors
    • (G) examine the account settlement procedures on different types of payment

VI. Housekeeping

A. Cleanliness
B. Guest rooms
C. Public areas
D. Laundry
E. Contract services

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
  • (9) The student understands roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. The student is expected to:
    • (F) summarize the importance of housekeeping standards to assure guest satisfaction
    • (G) prepare a staffing guide to schedule various staff positions to assure guest satisfaction
    • (H) investigate how operations manage inventories to maintain adequate quantities of recycled and non-recycled items
    • (I) explain how a status report is used to ensure housekeeping standards
    • (J) outline the factors to consider when determining the size of an inventory purchase to maintain desired quantities based on varying occupancy levels

VII. Human Resources

A. Recruitment
B. Compensation and benefits
C. Policies and procedures
D. Performance management
E. Training and development
F. Employment law compliance

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
  • (2) The student uses listening, oral, written, and media communication skills in creating, expressing, and interpreting information and ideas, including technical terminology and information. The student is expected to:
    • (A) interpret verbal and nonverbal communication
  • (3) The student researches career opportunities and qualifications to broaden awareness of careers available in the hospitality industry. The student is expected to:
    • (C) manage work responsibilities and life responsibilities
    • (F) explain what is needed to achieve job advancement
    • (L) develop written organizational policies to ensure successful hospitality operations, guest satisfaction, and employee success
    • (N) research the major duties and qualifications for hospitality managerial positions
  • (4) The student examines and reviews ethical and legal responsibilities related to guests, employees, and conduct within the establishment to maintain high industry standards. The student is expected to:
    • (B) examine laws regarding hiring, harassment, and safety issues
    • (C) determine legal responsibilities and employer policies
    • (D) analyze ethical considerations

VIII. Marketing and Sales

A. The 4 P’s
B. Marketing plan
C. Promotion methods
D. Sales
E. Event planning
F. Catering

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
    • (C) develop marketing techniques
  • (2) The student uses listening, oral, written, and media communication skills in creating, expressing, and interpreting information and ideas, including technical terminology and information. The student is expected to:
    • (D) exhibit public relations skills
  • (7) The student solves problems using critical-thinking skills independently and in teams. The student is expected to:
    • (A) manage profitability by implementing effective marketing strategies
    • (B) develop promotional packages
  • (9) The student understands roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. The student is expected to:
    • (K) describe feasible collaboration with other industries to provide an inclusive product to the customer
    • (L) compare venues and the unique organizational structure of various operating units
    • (O) evaluate maintenance issues to determine if special training of personnel is required
    • (P) research ideas needed to develop programs and products unique to each venue

IX. Food and Beverage Industry

A. Types of food service businesses
B. Functions of food service
C. Types of menus
D. Food production
E. Front of the house functions and staff
G. Back of the house functions and staff
H. Purchasing and receiving
I. Banquets
J. Room service
K. Beverage department

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
    • (C) develop marketing techniques
  • (9) The student understands roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. The student is expected to:
    • (A) implement a set of operating procedures to comply with company
      requirements
    • (B) evaluate prepared foods for quality and presentation to set quality standards in accordance with company standards
    • (C) practice basic nutrition skills by planning, preparing, and presenting quality foods
    • (D) evaluate types of kitchen equipment to match equipment with correct cooking methodology
    • (E) use detailed processes to provide customer service in accordance with company policy
  • (10) The student uses technological knowledge and skills required to pursue careers in food service. The student is expected to:
    • (A) use technology to develop a set of operating procedures to comply with company requirements
    • (B) analyze prepared foods for quality and presentation according to company standards
    • (C) provide customer service by following appropriate industry standards

X. Food Safety and Sanitation

A. Sources of foodborne illness
B. Preventing foodborne illness
C. Government regulations
D. HACCP

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
  • (8) The student reviews the importance of health, safety, and environmental management systems in organizations and their importance to organization performance and regulatory compliance. The student is expected to:
    • (A) determine local safety and sanitation requirements
  • (9) The student understands roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. The student is expected to:
    • (A) implement a set of operating procedures to comply with company requirements

XI. Security

A. Guest security
B. Structural security
C. Employee security
D. Role of employees
E. Prevention of monetary loss

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and post secondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
  • (8) The student reviews the importance of health, safety, and environmental management systems in organizations and their importance to organization performance and regulatory compliance. The student is expected to:
    • (A) determine local safety and sanitation requirements
    • (B) determine solutions to emergency situations
    • (C) explain how key control procedures protect guests and minimize risks
    • (D) explain how cash control procedures are used to protect funds
    • (E) explain how guests and property are protected to minimize losses or liabilities
    • (F) outline safety and security issues for individuals and groups in multiple environments to minimize risks
    • (G) recognize potential, real, and perceived natural, social, or terrorism emergency situations in order to respond appropriately
    • (J) determine sources of assistance to use in emergency situations, including self, coworkers, customers, and guests
    • (K) examine safety and security information relevant to the venue

XII. Safety and Emergency Procedures

A. Safety regulations
B. Accident prevention
C. Emergency planning
D. Types of emergencies

  • (8) The student reviews the importance of health, safety, and environmental management systems in organizations and their importance to organization performance and regulatory compliance. The student is expected to:
    • (A) determine local safety and sanitation requirements
    • (B) determine solutions to emergency situations
    • (F) outline safety and security issues for individuals and groups in multiple environments to minimize risks
    • (G) recognize potential, real, and perceived natural, social or terrorism emergency situations in order to respond appropriately
    • (J) determine sources of assistance to use in emergency situations, including self, coworkers, customers and guests
    • (K) examine safety and security information relevant to the venue

XIII. Engineering

A. Functions of engineering
B. Building and equipment
C. Grounds maintenance

  • (8) The student reviews the importance of health, safety, and environmental management systems in organizations and their importance to organization performance and regulatory compliance. The student is expected to:
    • (H) examine equipment safety, functionality, and durability to protect guests and minimize replacement costs
    • (I) evaluate methods for equipment maintenance and repair to minimize down time

XIV. Law and Ethics

A. Laws and regulations
B. Licenses and inspections
C. Liability issues
D. Ethical issues

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
  • (4) The student examines and reviews ethical and legal responsibilities related to guests, employees and conduct within the establishment to maintain high industry standards. The student is expected to:
    • (D) analyze ethical considerations

XV. Career Development and Employability Skills

A. Advantages of the hospitality industry
B. Challenges of the hospitality industry
C. Hospitality careers
D. Preparing for a hospitality career
E. Personal inventory
F. Balancing mulitiple roles
G. Job search skills
H. On-the-job skills
I. Advancement skills
J. Professional organizations

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
    • (B) explain the effects that supply and demand have on the hospitality industry
  • (3) The student researches career opportunities and qualifications to broaden awareness of careers available in the hospitality industry. The student is expected to:
    • (A) outline a plan for an effective job search
    • (B) demonstrate flexibility to learn new knowledge and skills
    • (C) manage work responsibilities and life responsibilities
    • (D) update a personal career portfolio
    • (E) evaluate personal skills that may determine individual potential for growth within the hospitality industry
    • (F) explain what is needed to achieve job advancement
    • (G) understand the role of professional organizations or industry
      associations
    • (H) examine the procedures in maintaining licensure, certification, or credentials for a chosen occupation
    • (J) analyze future employment outlooks
    • (K) demonstrate appropriate business and personal etiquette

XVI. Entrepreneurship

A. Forms of ownership
B. Business plan
C. Resources for entrepreneurs

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
  • (2) The student uses listening, oral, written, and media communication skills in creating, expressing, and interpreting information and ideas, including technical terminology and information. The student is expected to:
    • (F) design and present a marketing tool to promote a hospitality product that may contribute to the local economy
  • (3) The student researches career opportunities and qualifications to broaden awareness of careers available in the hospitality industry. The student is expected to:
    • (I) describe the types of facility ownership and determine the advantages and disadvantages for each
  • (7) The student solves problems using critical-thinking skills independently and in teams. The student is expected to:
    • (E) create a business plan to examine employment opportunities in
      entrepreneurship

XVII. Technology

A. Technology in the hospitality industry
B. Internet research
C. Website comparison
D. Technology etiquette
E. Technology trends

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
    • (E) gather information from domestic and international sources using tools such as the Internet and maps to plan travel to other countries
  • (2) The student uses listening, oral, written, and media communication skills in creating, expressing, and interpreting information and ideas, including technical terminology and information. The student is expected to:
    • (F) design and present a marketing tool to promote a hospitality product that may contribute to the local economy
  • (3) The student researches career opportunities and qualifications to broaden awareness of careers available in the hospitality industry. The student is expected to:
    • (B) demonstrate flexibility to learn new knowledge and skills
  • (5) The student uses information technology tools specific to hospitality service careers to access, manage, integrate, and create information. The student is expected to:
    • (A) examine types of technology used to manage hospitality service operations
    • (B) research website information on hospitality service operations
    • (C) evaluate current and emerging technologies provided by the hospitality industry to improve guest service
  • (10) The student uses technological knowledge and skills required to pursue careers in food service. The student is expected to:
    • (A) use technology to develop a set of operating procedures to comply with company requirements

XVIII. Tourism

A. What is Tourism?
B. Domestic destinations
C. International destinations
D. Careers in the tourism industry

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary education opportunities within the hospitality services industry. The student is expected to:
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
    • (D) apply multiple time zones, climate, and seasons to create travel products
    • (E) gather information from domestic and international sources using tools such as the Internet and maps to plan travel to other countries
    • (F) examine cultural differences of other areas, regions, and countries
  • (2) The student uses listening, oral, written, and media communication skills in creating, expressing, and interpreting information and ideas, including technical terminology and information. The student is expected to:
    • (F) design and present a marketing tool to promote a hospitality product that may contribute to the local economy
  • (5) The student uses information technology tools specific to hospitality service careers to access, manage, integrate, and create information. The student is expected to:
    • (B) research website information on hospitality service operations
  • (12) The student uses technological knowledge and skills required to pursue careers in travel and tourism. The student is expected to:
    • (A) develop technical vocabulary to enhance customer service
    • (B) compare and contrast diverse transportation and lodging options to increase customer choices
    • (C) examine elements of a dining experience expected to satisfy guests at varied facilities such as a boardwalk vendor, cruise ship, chain restaurant, and a five-star dining facility
    • (D) integrate various and diverse elements of the travel and tourism industry to create a personalized travel experience for a customer
    • (E) evaluate and compare services and products from related industries

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