curriculum validation - program renewal 2005 hospitality...

Curriculum Validation - Program Renewal 2005

Hospitality and Tourism Management Program

Hospitality and Tourism Management Program Curriculum Validation

Final Report November 2005

Acknowledgements

The Hospitality and Tourism Management Program at Red River College wishes to express its appreciation for the support and commitment shown throughout this

Curriculum Validation Process by the following:

Representatives from the community: Dale Yuel Ryan Suffron Linda Hunter Cherry Ann Chandler Michele Kading Angela Drieger Melinda Wollmann Laurenda Madill Pat Bednarski Subash Bahl Glenda Peterson Dorothy Burrell Larone Reid Lana D. Cowling-Mason Terri Lee Farber Kathy Dunbar Leanne Smith Ted Charles Nicole Rebeck Rommel Delos Reyes Ken Peter Analiza Marn

Faculty: Barbara Hogue Cynthia Lone Laurie Slater George Siemens Karen McDonald Stephen Yurkiw Nicole Breton Joan Rew Dale Allardyce

Program management: Dave Williamson David Rew John Reimers Curriculum Consultant: Gene Semchych Curriculum Validation – Program Renewal Project Facilitator: Ann Pedersen

Table of Contents

Introduction:................................................................................................................. 1 Curriculum Validation Deliverables: ............................................................................. 1 Outcomes from the Deliverables:................................................................................. 1

1. Environmental Scan and Key Findings (Appendix A)........................................ 1 2. Industry Occupational Analysis (DACUM) Charts (Appendix B) ....................... 4 3. Graduate Skills and Abilities Chart (Appendix C).............................................. 5 4. Graduate Profile (Appendix D) ......................................................................... 6 5. Program renewal Plan ...................................................................................... 6 6. 5-Year Program Renewal Program in Gantt Chart Format (Appendix F).......... 8

Appendix A - Environmental Scan and Key Findings.................................................... i Appendix B – Industry Occupational Analysis (DACUM) Charts ............................... xiii Appendix C – Graduate Skills and Abilities Chart .................................................. xxviii Appendix D – Graduate Profile ...................................................................................lxi Appendix E – Program Renewal Plan........................................................................ lxii Appendix F – 5 –Year Program Renewal Plan in Gantt format................................. lxiii

Hospitality and Tourism Management Program Curriculum Validation Final Report

Introduction: Hospitality and Tourism Management is a two-year (24 consecutive months) diploma program with a September entry date. Students register into a common first year and, prior to entering second year, select either the Hotel or Restaurant Management major or the Tourism Management major. The common first year provides a mix of general business courses as well as tourism and hospitality specific courses. This is intended to provide exposure to various aspects of the Hospitality/Tourism industry before selecting a second year major in either Hotel and Restaurant Management or Tourism Management.

Curriculum Validation Deliverables: The Hospitality and Tourism Management Curriculum Validation process involved 7 interrelated deliverables:

1. Environmental Scan and Analysis of the key findings of similar programs across Canada.

2. Three Industry Occupational Analysis (DACUM) including Restaurant, Hotel, and Tourism occupations.

3. Graduate Skills and Abilities Chart 4. Graduate Profile 5. Program Renewal Plan 6. A 5-year Program Renewal Plan in Gannt Chart format 7. Final Report

Outcomes from the Deliverables:

1. Environmental Scan and Key Findings (Appendix A) The Environmental Scan provides the faculty and chair with information about similar programs that are offered in Colleges and Universities locally and nationally. The following institutions were scanned during the Hospitality and Tourism Management Curriculum Validation – Program Renewal project. The information was gathered through web sites, email and telephone contact by the Curriculum Validation Facilitator.

• College of the North Atlantic – Newfoundland • Fanshawe College – Ontario • George Brown College – Ontario • Holland College/ATHI – Prince Edward Island

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• Humber College - Ontario • Malaspina University-College – British Columbia • Niagra College - Ontario • North Island College – British Columbia • Northern Alberta Institute of Technology – Alberta • Nova Scotia Community College – Nova Scotia • Southern Alberta Institute of Technology – Alberta • Saskatchewan Institute of Applied Science & Technology

(Kelsey Campus) – Saskatchewan • Vancouver Community College – British Columbia • Yukon College – Yukon Territory

Key findings from the Environmental Scan A comparison of the Red River College Hospitality and Tourism Management Program with the 14 programs scanned indicates that:

• Entrance requirements of scanned programs are similar to requirements of the RRC program.

• Tuition costs vary widely among programs. • Red River College would appear to be the only college that has laptop based

programming in Hospitality and Tourism Management instruction. • All programs are challenged in their ability to attract students who are

motivated to study and become successful in their industry. • None of the Hospitality, Hotel and Restaurant or Tourism programs surveyed

offer geography related courses of any kind. The Red River Programs appears to be unique in the offering of geography related courses

Analysis

Intake Intakes at the 14 scanned colleges are quite similar with all listing September, except one that lists August. In addition, 7 colleges also have a January intake. One program, at Malaspina College, is 28 months in length, whereas the remaining 13 are 2 years or 24 months long.

Entrance Requirements Most colleges in Canada require a grade 12 or equivalent status in their respective provinces or regions. One college, Northern Alberta Institute of Technology requires a Grade 11 or equivalent, however recommends a high school diploma.

Selection process A few colleges have identified processes that assist them in selecting students who will be motivated to learn about the hospitality and tourism field as a career.

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Tuition Tuition costs vary widely. The fees range from a low of $2402 at George Brown College to a high of $8914 for Tourism at SIAST. Some colleges, such as Yukon College and Malaspina University College, charge tuition fees by course credits (not courses) required.

Progression in program Two colleges specifically mention academic achievement in the first year as a condition to proceeding to second year of the program. Southern Alberta Institute of Technology (SAIT) mentions progression in program is based on GPA of 1.7 or better in each semester. Malaspina University College states on their website “In order to continue on into the second year of the program, students must have successfully completed all first year courses with an overall GPA of 4.0 or better. Students who successfully complete all specified first year courses, with an overall GPA of 3.0 or better, may apply for a Certificate in Hotel and Restaurant Operations.”

Use of technology Several colleges are using technology in the form of computer lab usage for assignments, report preparation and testing. Red River College would appear to be the only college that has laptop-based programming.

Coop component Colleges across Canada are quite varied in their approaches to an experiential component of their programs. They use a variety of descriptive words to name these experiential pieces, including externship, paid internship, industry traineeship and co-op. The programs range from voluntary and student arranged to mandatory unpaid internships, through to a potential 11 month (separated by terms) paid internships.

Program challenges A common sentiment expressed by faculty across the country is the challenge of attracting a "quality" student, i.e. students who are motivated to study and become successful in the industry. A few colleges recognize Canadian Academy of Travel and Tourism (CATT) students training and find this is one way of ensuring that motivated students apply. Fanshawe College recommends students take training related courses at the high school level. Holland College has been using television advertisements as a recruitment tool. Vancouver Community College highlights recommended characteristics for working in the industry. Nova Scotia Community College’s website mentions that shift-work and other physical demands are requirements of the industry. In addition, those that have food allergies and sensitivities to environmental conditions are advised that there is “frequent exposure to these substances”.

Separate Facilities A few colleges have upgraded their facilities extensively in recent years. Two colleges have opened separate industry related institutes. Canadore College opened a $2.5 million Hospitality and Tourism Centre approximately 3 years ago. In February 2002,

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Humber College opened the Albert Schnell/Hilton Learning and Catering Centre on campus. The centre “includes an upscale casual restaurant, 2 modern kitchens (one cold and one hot), a leading-edge mobile kitchen unit, and a retail store”.

Variety of Course Offerings The tourism field encompasses eight sectors, and as such allows for a wide variety of training options. The variety of course offerings were largely confined to the Tourism programs and not the Hotel, Restaurant or Hospitality programs. The 2 year Tourism Mgmt program at SIAST focuses much of its 2nd year on Outdoor, Ecology, Ecotourism, Sustainability, Leadership and Guiding, Fall Camp and Winter Camp and Tour Development courses. The 1st year includes some courses of note: Services for the Disabled, Community Development, Wellness and Lifestyles, Social and Lifespan Psychology, Special Needs Foundations, and Program Planning. Some new courses were identified at Humber College including: Starting Your Own Business, Wine and Food Pairing, Hotel Revenue Management, Hospitality Law and Risk Management and an online Management Simulation. The College of the North Atlantic offers a 2 year Adventure Tourism - Outdoor Recreation diploma program with courses that are geared specifically to outdoor enthusiasts, including courses on Wilderness Medicine, Wilderness Survival and Ornithology to name a few of the more unique offerings. It is notable that none of the Hospitality, Hotel and Restaurant or Tourism programs surveyed offer geography related courses of any kind.

2. Industry Occupational Analysis (DACUM) Charts (Appendix B) The Industry Occupational Analysis using the DACUM process is a familiar component of the curriculum development process at Red River College and provides the program with a description of regional occupational needs. Included in the process is the identification of emerging and retiring industry trends. Three DACUM occupational analysis were conducted as part of the Hospitality and Tourism Management Program Curriculum Validation – Program Renewal project.

1. The Hotel DACUM workshop was held on January 26, 2005 with 5 industry participants.

2. The Tourism DACUM workshop was held on February 8 and February 15, 2005 with 8 industry participants.

3. The restaurant DACUM workshop was held on February 22 and March 1, 2005 with 9 industry participants

. Participants in the three DACUM workshops identified similar emerging and retiring trend within their industry.

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Emerging Industry Trends Retiring Industry Trends

• Serving the traveling person is becoming more challenging (increased stress-levels of travelers)

• Employees must do more problem-solving

• Customers have greater technology related needs that must be met (e.g. laptops, connectivity, communication technology)

• Industry workers must be more flexible and global minded

• Industry must be more accountable to both clients and shareholders

• Rising Canadian dollar is making the industry more competitive

• Increased emphasis on safety • Changing demographics mean

changing markets • More web-based marketing • More discount marketing • More partnering • Education and training of workers • Better educated clientele (more

demanding) • More unions entering business; labour

standards changing

• Moving away from employees who do one thing to being able to "fit" where needed

• Less room for unskilled workers in the industry

• Industry less able to rely on minimum wage positions

• Cannot survive with a small business mentality

• Less trade show marketing • Less staffing (do more with less) • Fewer work-your-way up managers • Less hiring of "off-the-street" workers • Long-term workers decreasing in

numbers

3. Graduate Skills and Abilities Chart (Appendix C) The faculty Graduate Skills and Abilities workshops were conducted to identify a composite graduate profile for all graduates of the Electrical program. This workshop was held on May 17 and24, 2005. The outcome of these workshops was a single, composite chart that outlines the graduate skills and abilities. The chart is an integration of:

1. Competencies identified in the three Industry Occupational Analysis (DACUM) Charts,

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2. College Wide Learning Outcomes (CWLOs), and

3. Resulting revisions to the chart based on faculty’s assessment of what would

constitute realistic learning expectations of students in the program. This Skills and Abilities chart serves as the focus for curriculum renewal and the basis for the development of Graduate Profile.

4. Graduate Profile (Appendix D) Through the use of the Graduate Skills and Abilities Chart, the Graduate Profile Outcome statements were developed by the Curriculum Validation Facilitator and the Curriculum Consultant with faculty at a workshop on May 24, 2005. The Hospitality and Tourism Management Graduate Profile includes 11 major outcomes successful students must achieve in the program. The Hospitality and Tourism Management graduate:

• Demonstrates industry specific skills to manage and operate a hotel, restaurant or tourism business.

• Demonstrates effective administrative skills to plan strategically and comply with legislation.

• Sells and markets hospitality and tourism products and services to meet the needs of customers, businesses, and stakeholders.

• Demonstrates effective use of various technology and information systems. • Provides customer service while displaying a high level of professionalism to

exceed expectations, and solve problems. • Communicates using written, oral, and non-verbal communication skills to

achieve personal and business goals. • Demonstrates a positive professional attitude, leadership skills, and commitment

to the industry, maintaining high standards of practice through life-long learning. • Solves problems in a broad range of situations by thinking critically and adapting

to new circumstances. • Manages human resources in accordance with industry standards and practices. • Applies basic financial knowledge in planning, analyzing and decision making to

achieve organizational goals. • Works safely, following government and industry guidelines, regulations, and

standards.

5. Program renewal Plan The program renewal plan is the result translating the preceding four deliverables into a coherent plan for the renewal of the program. The plan, complete with a vision, goals and actions was developed at a Faculty Visioning Session with participation of the Program Chair.

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Visionary Goals On May 24, 2005, a visioning workshop was held with the Hospitality and Tourism Management Program faculty and chair. Information from previous deliverables (Environmental Scan, Industry DACUMs, Graduate Skills and Abilities Chart, and Graduate Profile) were used to develop visionary goals for the program and to identify objectives for renewal. The faculty and chair identified the following visionary goals that must be pursued if the program is to remain relevant and current as well as continuing to improve.

• To foster staff development to ensure that curriculum is current with industry standards and trends and is delivered using current instructional processes and learning methods.

• To demonstrate continued commitment to delivering industry curriculum with

flexibility and innovation to traditional and non-traditional learners.

• To reduce attrition through improved departmental and instructor relationships with students.

• To improve student satisfaction with the cooperative education experience

through career goal counseling and ensuring diversity of quality cooperative placements.

• To increase targeted marketing to students in Manitoba and beyond who are

seeking a career in the hospitality and tourism industry.

• To secure and allocate resources to address the needs of learners and instructors.

• To form life long relationships with learners by providing opportunities for

continued career growth through articulation agreements and the creation of an alumni community.

Program Renewal Objectives In order to achieve the above stated goals, the following 5 objectives were established to guide program renewal over the next 3 – 5 year period.

1. To review, revise and re-align curriculum offerings. 2. To expand distance delivery (alternative delivery) during intersession in order to

increase flexible access to courses for students on Co-op placement. 3. To promote faculty excellence. 4. To implement a focused student recruitment and program marketing strategy. 5. To upgrade facilities, equipment, and all training resources on a continual basis.

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6. 5-Year Program Renewal Program in Gantt Chart Format (Appendix F)

The Program Renewal Plan is based on the 5 renewal objectives listed above. It contains 15 planned renewal activities scheduled over the next 5 –year period. The detailed plan is provided in Appendix F of this report.

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Environmental Scan

Appendix A - Environmental Scan and Key Findings College College of

the North Atlantic Cornerbrook NL

Fanshawe College London, Ontario

George Brown College Toronto

Holland College/ ATHI Charlottetown

Humber College, Toronto

Malaspina University-College

Niagara College Welland, ON Prog Coord HRM

Size of Program

Credential Issued Certificate Diploma Degree Applied Degree Other

• 2 year Adventure Tourism - Outdoor Recreation Diploma

• 2 year Diplomas: 1)Food &

Beverage Manage-ment

2)Hotel Manage-ment

• 4, 2 year Diploma programs:

1) Food & BeverageManage-ment

2)Hotel Manage-ment

3)Hospitality Tourism & Leisure

4)Special Events Planning - Destination Tourism

Also offer 5 different Hospitality 1-yr certificate programs: 1)Event & Marketing Manage-ment

2)Front Office 3)Hospitality 4)House-keeping

5)Tour Guide – Profes-sional

Also offer advanced programs: 1)Food & Nutrition Manage-ment

2)Advanced Wines & Bev

Management 3)Bachelor of Applied Business: Hosp Ops Manage-ment

• 2 year Diplomas:

1)Hotel & Rest Management OR

2)Tourism & Travel

Management (has 2 streams) -

3)Travel Services & Tourism Operations

OR 4)Events

Manage-ment

• 2 year Diploma programs:

1)Hotel & Restaurant Management

2)Tourism & Hospitality Business Operations

• 2-yr Diplomas:

1)Hospitality Manage-ment

2)Tourism Manage-ment

• 2 yr diplomas: 1) Hotel & Restaurant Mgmt 2) Tourism Marketing & Operations

• 1 yr Graduate certificates: 1) Event Management 2) Hotel Mgmt Systems 3) Tourism Development

• 4 yr Bachelor of Applied Business (lospitality Operations Mgmt)

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Environmental Scan

North Island College Campbell River, BC

Northern Alberta Institute of Technology Edmonton, AB

Nova Scotia Community College Lunenberg

Southern Alberta Institute of Technology Calgary,

SIAST Saskatoon SK

Vancouver Community College

Yukon College Whitehorse, Yukon

• 2 yr Tourism & Hospitality Management diploma

• Also offer Certificates:

•1 yr Food & Beverage Mgmt

•5 month Coastal Adventure Tsm •Aviation Tsm (4 semesters)

• 2 yr Hospitality Mgmt diploma

• 2 yr Tourism & Hospitality Management Diploma

• 2-yr Hotel & Restaurant Management Diploma

• 2-yr Diplomas: 1) Hotel &

Restaurant Administration

2) Tourism Management

1-yr certificate: • Ecotourism

• 2-yr Hospitality Management Diploma

• 2-yr Tourism Studies & Management Diploma

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Environmental Scan College College of

the North Atlantic Cornerbrook, NL

Fanshawe College London, Ontario, ONl

George Brown College Toronto, ON

Holland College/ATHI Charlottetown PE

Humber College, Toronto, ON

Malaspina University-College Nanaimo, BC

Niagara College Welland, ON

Program features Length Division of Academic Year Entrance requirements Selection Process Graduation Process Tuition

Intake: • September • Admission

Requirements: High School with 60% avg in Language & Science OR

• Mature Student

OR equivalent

Intake: • Food &

Beverage program - September & January

• Hotel Manage-ment program - September & January

• Entrance Req: Ont Sec School Diploma or equivalent (must include Grade 12 English & at least Grade 11 Math). It is recommended that potential students have specific courses in high school as well (Hospitality, Entrepreneurial Studies, Information Tech Applic in Business, Financial AScctg, Business Communic & Int'l language). Applicants must be at least 18 by year 2 for LLBO regulations. Selection: preference to residents of ON, application by Feb 1 & academic achieve-ment

Intakes • September,

January • Adm Req for

certificate & diploma programs: Min. requirement for a diploma program is Ontario Secondary School Diploma or equivalent from within N. America

• Tuition Fees: diploma programs vary from $2402 to $2726 with additional textbook costs varying from $500 to $900

2-year • September

intake • Grade 12 or

equivalent; ability to perform physically challenging tasks; typed resume outlining previous work experience and additional education

• Tuition Fees: $3500 per year plus books. Additional $1500 for mandatory study tour

Intake: • Hotel -

September & January

• Tourism – January

• Adm Req: ON Sec School Diploma or equivalent & admission test

• Selection based on academic achievement

• Tuition: $4500 plus $300 per semester for books. - Tourism

program: $240 for certifications;

- Hotel program: $240 for uniforms & kitchen tools plus one-time lab fee $120.

Intake: • September. • Program is

28 months in length. Applications accepted after Nov 15, with priority admission given to students applying prior to March 31. Adm Req: English 12 and Math 11 with minimum C+ grade or equivalent. Some prior experience in the hospitality industry is recommended.

• Assessment testing is conducted in computer applications.

• Interview also conducted.

• Tuition: $8373 plus $452 per work term in addition to $1400 for books.

Intakes (Sep, Jan) Adm Req: Ontario Secondary School Diploma or equivalent. Selection & Ranking process: prior academic performance in required courses using the most senior final grade level available at the time of selection (may mean Gr 11 grades). Testing or other supplementary evaluation may be required. College, Univ, Univ/College credits will be given an additional 10 grade pts, compared to open or workplace level courses.

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Nova Scotia Community College Lunenberg Campus

Southern Alberta Institute of Technology Calgary, AB

SIAST Saskatoon SK,



• 2 year diploma

• Intakes (Sep, Jan)

• 16 week semesters

• Adm Req: Gr 11 Math & Eng, however, a high school diploma is recommended

• Tuition Fees: $2500 per semester plus $385 - 460 books & supplies and $53.50 e-learning fee per semester

• Intake : Sep Admission Requirements: • High School

diploma or equivalent

• Intakes: Sep & Jan

• Adm Req: Alberta High School Diploma or equivalent with at least 50% in Math 30 & English 30. If there are more applicants than available seats, acceptance will be based on academic achievement in Grade 12 Math and English

• Progression in program is based on grade point avg of 1.7 or better in each semester.

• Graduation: students must achieve a GPA of 1.7 or better to qualify

• Tuition: $7429 plus $2050 books & supplies

• Intake: August • Entrance

Requirements: Grade 12, at least 18 yrs old

• Admission Method: First Qualified = First Admitted

• Tuition: HRA - $5696 plus 1930 books & supplies. Tsm Mgmt - $8914 plus $300 books & supplies

• Intake: Sep & Jan

• Entrance Requirements: Grade 12 or equivalent with a C or better in English and a resume documenting a minimum of 6 months (1,000 hours) of industry-related practical work experience. Letters of acceptance are sent 3 - 4 months prior to program start & students are required to make a first payment at this time to reserve a seat

• Tuition: $5400 plus $3080 for books & supplies

• Intake: Sep • 4 full-time

terms with a compulsory work placement of 12 weeks (450 hours) between year 1 & 2.

• Entrance Req: completion of Toursim Studies & Mgmt Certificate program or equivalent from other institutions

• Graduation: 2 options – 1)Tourism Management (33 credits at diploma level) or 2)Tourism Management: Co-op (36 credits including optional 2nd yr Co-op Work Experience course)

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College College of the North Atlantic Cornerbrook, NL

Fanshawe College London, Ontario, ON


Holland College/ ATHI Charlottetown,

Humber College, Toronto



Program features (cont’d)

• Tuition: $5781 plus books ($1660 for Hotel & $1210 for F & B)

Curriculum Model Learning Outcomes vs Instructional Objectives vs Competency-Based Experiential Component Unique delivery features (such as use of laptops, distribute learning practices, instructional technology)

• Experiential component: website indicates a Co-op program but no further information available.

• Experiential Component: 7-week industry "externship" is included in the diploma programs

• Experiential Component:

• mandatory term of paid internship in a work environment related to field of study, minimum 500 hours bet'n end of 2st yr & beginning of 2nd yr. 2nd yr students are required to participate in an educational study tour experience which are generally planned to an international destination.

• Experiential component: Hotel program includes an unpaid, 11-week "industry traineeship" or work placement with over 175 participating employers. Students arrange placement with help from an advisor.

• Tourism program includes industry certification in SuperHost, SmartServe, Bar Skills, Food Safety/Sanitation & First Aid. Must complete 450 hours of on-the-job training during the 4 semesters, and can choose to sample the sectors or sepcialize in one. Students who qualify academically are also offered excursions outside Canada with a hospitality or eco/adventure focus, however these are funded by the student.

• Curriculum follows BC provincial standards

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SIAST Saskatoon SK,


Yukon College Whitehorse, Yukon Y1A 5K4

• Experiential Component: mandatory minimum 330 hours hospitality industry experience in a customer service position between 1st and 2nd year

• Learning Outcomes based

• Experiential Component: 22 week paid coop between year 1 and 2

• Experiential component: mandatory 480 hour paid internship in hospitality industry between 2nd & 3rd semesters

• Tourism students complete 3rd semester at Prince Albert campus, all other semesters at Saskatoon campus

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College College of


Fanshawe College London, Ontario, ON

George Brown College Toronto, ON Canada

Holland College/ATHI Charlottetown PEI




Curriculum Content Course titles Course hours Syllabus and/or course outlines available

• Year 1 is identical for both programs.

• Year 2 differs by 5 (of 16) courses.

Student Assessment Content theory assessment Skills assessment Assessment practices for any experiential components (practicum, clinical, work experience, coop education)

• Experiential component consists of 2 work terms (up to 11 months of paid work) alternating with in-class terms after completion of year 1. Access to co-op education placements is based on students's GPA (min. 4.0 is required) & their willingness to work as a team member with faculty & co-op education staff to find appropriate placements. The co-op term must be completed prior to continuing with the 2nd yr of program.

Current & Coming Challenges

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SIAST Saskatoon SK,



• Curricula has been designed following National Tourism Learning System guidelines to allow transferability between other Canadian Colleges offering similar programs.

viii

College College of




Holland College/ATHI Charlottetown PEI




Curriculum Renewal Process frequency

Partnerships Post-Secondary High School Business and Industry Government Union International

• Articulations (2 + 2) with: • Niagara

College • Brock

University • Ryerson

University • Southern

New Hampshire Univ

Other • Personal Equipment: students will be required to obtain quality outdoor clothing & equipment

• Recruitment Advertise-ments on television (Global TV Channel) Dec 2003

• Hotel Mgmt Systems Graduate Certificate is a compulsory laptop program

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Southern Alberta Institute of Technology Calgary, Coordinator,

SIAST Saskatoon



• Validated yearly with industry, done electronically. Outcomes are pulled off WebCT and sent to 500 - 800 industry reps for validation and return, with a return rate of 20 - 40%

• Articulation: (2 + 2) 1) Univ of Victoria 2)Univ of Calgary 3)Royal Roads Univ 4)Univ College of the Cariboo 5)Malaspina Univ College 6)Univ of Guelph 7)Ryerson Univ 8)Univ of New Brunswick

• Articulation: Graduates with a GPA of 3.0 are eligible for continuation of studies at: 1) U of

Calgary - Faculty of Mgmt

2) U of Lethbridge - Bach of Mgmt

3) U of Victoria - Bach of Commerce

4)U of New Brunswick - Bach of Applied Mgmt in Hosp & Tsm

• Also offer Distance-based courses & Certificates (some transfer to Dilpoma programs, some do not).

• Website emphasizes that shift work is an integral part of occupation as well as other physical

• Students are allowed up to 7 consecutive years to complete the program.

• Year 1 of HRA is "cored" with Year 1 of Food & Nutrition Management program to

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College of




Holland College/ ATHI Charlottetown PE


Malaspina University-College Nanaimo, BCr


Other cont’d

Cont’d (leased or own ptop). This program includes a Mentorship project which places students in management teams under the guidance of local hotel property managers and act in a consulting role as required by the particular property.Tourism Devlopment Graduate Certificate program includes 5 practical company-sponsored projects and a research project.

Comments • January start students will complete an accelerated spring term, a summer co-op & continue 2nd year with mainstream students in the fall.

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xii




Southern Alberta Institute of Technology Calgary,

SIAST Saskatoon



Cont’d In addition there are entry-level certificates offered in: Squirrel POS system, Food Safe, Customer Service Excellence, Professional Bar Service, Professional Dining Room Service

Cont’d demands. In addition, exposure to substances such as food allergies & sensitivities to environment are mentioned. included in the program: Certification in the following is included in the program: WHMIS, SuperHost, Responsible Beverage Service, Certified Food Handler (Level 1), Emergency First Aid and CPR (Level A).

Cont’d allow students the opportunity to obtain 2 diplomas in 3 years. Tsm Mgmt program offers some unique courses. Please see attachments for details.

• Hokanson Centre for Culinary Arts is expected to accept students in August 2004 ($5Mill)

• Policy of 1st qualified - 1st admitted (can create some difficulties)

• There are 53 courses listed as compulsory in the HRA program, however they vary from 0.5 to 4.0 credits each. Tourism is similar with 10 fewer courses at 43 with the same variance in credits.

• The website highlights recommended characte-ristics for working in this industry

Appendix B – Industry Occupational Analysis (DACUM) Charts

• Hotel DACUM • Tourism DACUM • Restaurant DACUM

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Hotel DACUM (Hospitality and Tourism Management)

Facilitated by Gene Semchych and Mike Stuhldreier

26-Jan-05DACUM Skill Rating Scale

1 - Can perform some parts of this skill satisfactorily but requires assistance and/or supervision to perform the entire skill. 2 - Can perform this skill satisfactorily but requires periodic assistance and/or supervision.

3 - Can perform this skill competently without assistance or supervision. 4 - Can perform this skill competently without, assistance with more than acceptable quality, and with initiative/adaptability to unique situations.

PRACTICE

ACCOUNTING PRINCIPLES

A

Calculate bills A1

Post changes A2

Balance cash (i.e. float) A3

Convert currencies A4

Process debit and credit card transactions A5

Process online transactions A6

Interpret financial statements and data A7

Identify / Assess variances A8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Manage revenues A9

Balance invoices A10

Identify fraudulent practices / behaviours A11

Create efficiencies A12

Identify inefficiencies A13

Prepare cost / benefit analysis A14

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

BUDGET B

Prepare budget forecasts B1

Prepare budgets B2

Manage budgets B3

Track inventory B4

Identify / Explain inventory trends B5

Manage labour costs B6

Analyze costs B7

Calculate profit margins B8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Practice "Revenue Management" principles B9

Plan for market changes / trends (internal/ external) B10

1 2 3 4 1 2 3 4

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MARKET GUEST

SERVICES C

Describebenefits of available products / services C1

Recall hotel products and services C2

Relate experiences / best practices to others C3

Anticipate client needs C4

Design / employ merchandising strategies C5

Create a comfortable / welcoming environment C6

Solicit / record guest feedback C7

Compose strategic plans C8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Respond to guest feedback C9

Demonstrate a commitment to customer service excellence C10

1 2 3 4 1 2 3 4

SELL D

Describe the value of products / services D1

Up-sell D2

Demonstrateenthusiasm D3

Apply pricing guidelines and procedures D4

Demonstrate confidence D5

Assess customer needs / wants D6

Promote products and services D7

Estimate customer profile D8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

DEMONSTRATE COMMUNICATIO

N SKILLS E

Use correctgrammar E1

Use a friendly tone E2

Demonstrate spelling skills E3

Demonstrate culturally appropriate body language E4

Present a positive / friendly disposition E5

Use language appropriate to audience E6

Employ constructive feedback techniques E7

Use concise language E8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Demonstrate active listening skills E9

Explain / describe instructions / directions E10`

Demonstrate questioning skills E11

Write reports, memos and other hotel related communications E12

Interpret written communication (i.e. Read) E13

Use industry-specific terminology E14

Employ radio / telephone / email etiquette E15

Use manners E16

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate

eye contact E17

Demonstrate empathy E18

Explain / identify community events and services (Ambassador) E19

Manage information E20

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

xv

USE

TECHNOLOGY F

Use a spreadsheet F1

Use a word processor F2

Locate information on the Internet F3

Use e-mail software F4

Use presentation software F5

Solve simple hardware / software problems F6

Use voice-mail technology F7

Explain technology processes to guests (i.e. voice mail) F8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Use reservation software / systems F9

Transfer skills across software / systems F10

Use electronic key card systems F11

Operate in-room systems F12

Use voice communication systems F13

Set-up presentation hardware F14

Use electronic payroll systems F15

Use HR systems F16

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

DEMONSTRATE PROFESSIONAL /

RESPONSIBLE BEHAVIOUR

G

Demonstrateethical behaviour G1

Demonstrate punctuality G2

Apply diversity and inclusion principles G3

Maintain client / guest / employee confidentiality G4

Operate / work within culture of industry G5

Demonstrate teamwork / collaboration skills (Internal/External) G6

Demonstrate a respect for others G7

Apply / follow Code of Conduct G8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Employ Hotel Standards G9

Demonstrate an openness to change G10

Solve problems G11

Adapt to company / chain practices G12

Manage risk G13

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

MANAGE

PHYSICAL PLANT H

Identifyrenovation needs H1

Propose renovation / plan / needs H2

Plan for renovations H3

Manage renovations H4

Practice preventative maintenance H5

Apply government laws and regulations H6

Apply industry standards H7

Create and maintain a safe environment H8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

MANAGE HUMAN RESOURCES

I

Demonstrate acommitment to wellness (self and others) I1

Foster a climate of wellness / safety I2

Multi-task I3

Demonstrate a commitment to life-long learning I4

Plan for staff development I5

Demonstrate adaptability I6

Propose innovative ideas I7

Demonstrate initiative I8

xvi

1 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 2 3 4 1 2 3 4

Manage change I9

1 2 3 4

xvii

TOURISM DACUM

Facilitated by Gene Semchych and Ann Pedersen February 8th and February 15th 2005

DACUM Skill Rating Scale

1 - Can perform some parts of this skill satisfactorily but requires assistance and/or supervision to perform the entire skill. 2 - Can perform this skill satisfactorily but requires periodic assistance and/or supervision.

3 - Can perform this skill competently without assistance or supervision. 4 - Can perform this skill competently without, assistance with more than acceptable quality, and with initiative/adaptability to unique situations.

DEVELOP

MARKETING PLAN

A

Define targetmarket A1

Identify buying behaviour A2

Assess marketing trends A3

Describe the product A4

Interpret customer needs A5

Plan marketing campaign A6

Identify stakeholders A7

Solicit feedback from stakeholders A8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Develop evaluation strategy A9

Apply cost accounting skills A10

1 2 3 4 1 2 3 4

IMPLEMENT MARKETING

PLAN B

Createpromotional materials B1

Distribute promotional materials B2

Evaluate effectiveness B3

Explain campaign to staff and volunteers B4

Develop relationships with media B5

Relate customer needs to management B6

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

USE TECHNOLOGY

C

Apply website maintenance skills C1

Use word processing software C2

Use spreadsheet software C3

Use database software C4

Use e-mail C5

Usepresentation software C6

Use internet C7

Use office technology (fax, copier, phone, scanner etc.) C8

xviii

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Use projectors C9

Operate sound systems C10

Use graphics software C11

Use contact management systems C12

Use geographical information systems (GIS) C13

Use cell phone C14

Use hand-held radios C15

Describe satellite technology C16

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Use web software C17

Use image management software (i.e. Photoshop) C18

Use cameras C19

Apply keyboarding skills C20

Use sales transaction equipment C21

Operate educational science equipment C22

Operate motor vehicles C23

Operate water craft C24

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Assemble and disassemble

displays C25

1 2 3 4

PROVIDE

CUSTOMER SERVICE

D

Demonstratepositive attitude D1

Demonstrate customer greeting skills D2

Evaluate customer satisfaction D3

Assess customer needs D4

Demonstrate a commitment to exceed customer needs D5

Demonstrate attention to detail D6

Demonstrate flexibility D7

Identify and provide resources (maps, brochures, people, services etc. D8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Demonstrate a commitment to follow-through D9

Define customer service D10

Assess and respond to visitor flow D11

Display attentiveness D12

Integrate global view with daily detail D13

Solve problems D14

Advise customers of geographical attractions and events D15

Employ customer security practices D16

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

xix

DEMONSTRATE COMMUNICATIO

N SKILLS E

Apply activelistening skills E1

Apply editing skills E2

Demonstrate a variety of writing skills E3

Apply design and graphics skills E4

Manage conflict E5


Use industry terminology E7

Use presentation skills E8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Create, describe and work within organizational structure E9

Use non-verbal communication skills E10

Apply dress code E11

Use telephone etiquette E12

Use e-mail etiquette E13

Use fax etiquette E14

Identify audience E15

Define the message E16

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Apply interpretive skills E17

Demonstrate objectivity E18

Integrate organizational goal / values with message E19

Employ a team approach E20

Work independently E21

Manage groups and classrooms E22

Adjust presentation method to audience E23

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

DEMONSTRATE PROFESSIONALI

SM F

Work withinpersonal limitations F1

Demonstrate punctuality F2

Practice personal hygiene and grooming F3

Demonstrate accountability F4

Apply judgement F5

Define and follow policy and procedure F6

Demonstrate respect for diversity F7

Employ respectful workplace practices F8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Demonstrate a commitment to employer F9

Demonstrate honesty F10

Demonstrate trustworthiness F11

Demonstrate reliability F12

Practice confidentiality F13

Apply legislation and professional standards F14

Demonstrate leadership F15

Demonstrate commitment to lifelong learning F16

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Practice

workplace safety (e.g. WHMIS) F17

Practice loss prevention F18

Represent values of organization F19

1 2 3 4 1 2 3 4 1 2 3 4

xx

APPLY

ADMINISTRATIVE SKILLS

G

Manage time G1

Apply organizational skills G2

Plan and implement a budget G3

Apply math skills G4

Apply analytical skills G5

Administer payroll G6

Control inventory G7

Employ sanitation practices G8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Apply basic accounting skills G9

Set-up and maintain records G10

Prepare proposals G11

Prepare reports G12

Manage information G13

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

APPLY PRODUCT DEVELOPMENT

SKILLS H

Demonstrateplanning skills H1

Demonstrate research skills H2

Identify funding sources H3

Demonstrate creativity H4

Establish and maintain industry partnerships H5

Identify product opportunities H6

Evaluate opportunities H7

Evaluate features and benefits H8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Identify product sources H9

Schedule timelines H10

Manage projects H11

Assess risks H12

Practice continuous product evaluation H13

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

MANAGE HUMAN RESOURCES

I

Reviewperformance I1

Orient and train staff and volunteers I2

Prepare job descriptions I3

Supervise staff and volunteers I4

Prepare schedules I5

Set and describe objectives I6

Recruit staff and volunteers I7

Establish wage rates I8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Demonstrate appreciation for work and effort I9

Apply quality management practices I10

Apply disciplinary procedures I11

Apply termination procedures I12

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

xxi

APPLY SALES TECHNIQUES

J

Solicitsponsorship J1

Demonstrate personal selling techniques J2

Demonstrate up-selling skills J3

Demonstrate contact and client management J4

Employ potential customer qualification skills J5

Demonstrate negotiation techniques J6

Apply close techniques J7

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

xxii

RESTAURANT DACUM

Facilitated by Gene Semchych and Ann Pederson February 22nd and March 1st 2005

DACUM Skill Rating Scale

1 - Can perform some parts of this skill satisfactorily but requires assistance and/or supervision to perform the entire skill.

3 - Can perform this skill competently without assistance or supervision.

2 - Can perform this skill satisfactorily but requires periodic assistance and/or supervision.

4 - Can perform this skill competently without, assistance with more than acceptable quality, and with initiative/adaptability to unique situations.

PROVIDE CUSTOMER

SERVICE A

Serve foods A1

Serve beverages A2

Test food and beverage quality A3

Demonstrate a passion for industry A4

Prepare beverages A5

Set tables A6

Assess (anticipate) customer needs A7

Exceed customer expectation A8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Demonstrate an interest in others A9

Demonstrate flexibility A10

Demonstrate memory skills A11

Take orders A12

Demonstrate accountability A13

Work in teams A14

Apply table service techniques A15

Demonstrate customer greeting skills A16

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate

sincerity A17

Demonstrate proactive response A18

Demonstrate attention to detail A19

Process manual transactions A20

Handle cash A21

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 USE TECHNOLOGY

B Use telephone skills B1

Use P.O.S. systems B2

Use e-mail B3

Use internet B4

Use word processing software B5

Use spreadsheet software B6

Operate alarm systems B7

Use fax machines B8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

xxiii

Use photocopiers B9

Use cell phones B10

Use personal communication devices B11

Use intercom systems B12

Operate a variety of kitchen equipment B13

Operate beverage systems B14

Use ordering systems B15

Apply keyboarding and mouse skills B16

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Set-up and test

audio-visual equipment B17

Use answering machine B18

Maintain gaming machines B19

1 2 3 4 1 2 3 4 1 2 3 4

COMMUNICATE WITH GUESTS AND

OTHERS C

Apply active listening skills C1

Interpret body language C2

Read for meaning C3

Use language appropriate to audience C4

Demonstrate writing skills C5

Use clear and concise language C6

Use non-verbal communication skills C7

Respect diversity C8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Write for understanding C9

Use industry terminology C10

Use e-mail etiquette C11

Use presentation skills C12

Facilitate in meetings C13

Participate in meetings C14

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

DEMONSTRATE PROFESSIONAL

BEHAVIOUR D

Practice personal hygiene and grooming D1

Demonstrate punctuality D2

Apply dress code D3

Demonstrate positive work ethic D4

Demonstrate honesty D5

Apply time management skills D6

Demonstrate a commitment to lifelong learning D7

Demonstrate stress management skills D8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Demonstrate respect for others D9

Demonstrate leadership skills D10

Organize self D11

Model expected behaviour D12

Demonstrate positive attitude D13

Demonstrate commitment to community D14

Demonstrate a commitment to follow-through D15

Practice confidentiality D16

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

xxiv

Demonstrate life-work balance D17

Demonstrate empathy D18

Work within personal limitations D19

Demonstrate a commitment to employer D20

Demonstrate sense of humour D21

Organize others D22

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

DEMONSTRATE SALES SKILLS

E

Describe product E1

Demonstrate confidence E2

Up-sell E3

Close the sale E4

Adjust approach to situation E5

Solicit new customers E6

Identify target market(s) E7

Apply internal marketing skills E8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Apply external marketing skills E9

Apply creativity skills E10

Demonstrate a belief in the product E11

Demonstrate negotiation skills E12

Identify industry trends E13

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

APPLY

ADMINISTRATIVE SKILLS

F

Manage physical inventory F1

Administer payroll F2

Set prices F3

Control costs F4

Prepare work schedules F5

Participate in business planning F6

Prepare proposals F7

Prepare reports F8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Record in logs and journals F9

Prepare correspondence F10

Create product / packages F11

Maintain records and files F12

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

APPLY FINANCIAL MANAGEMENT

SKILLS G



Analyze profit and loss statements G3

Create budget G4

Administer budget G5

Analyze F and B costs G6

Reconcile accounts G7

Collect accounts G8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

xxv

Analyze labour costs G9

Prepare / balance cash out G10

Project revenue G11

Practice banking procedures G12

Prepare strategic plan G13

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

APPLY HUMAN

RESOURCE MANAGEMENTS

SKILLS H

Demonstrate basic interview skills H1

Orient and train staff H2

Apply labour standards H3

Conduct performance reviews H4

Employ progressive disciplinary action procedures H5

Employ recruitment skills H6

Practice positive reinforcement H7

Plan for succession H8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Maintain current industry certification H9

Follow policies and procedures H10

Evaluate human behaviour H11

1 2 3 4 1 2 3 4 1 2 3 4

PROVIDE CATERING SERVICES

I

Interpret floor plan I1

Interpret contracts I2

Set-up rooms I3

Collect, load and deliver supplies, food and wares I4

Identify equipment I5

Apply banquet service techniques I6

Employ navigation skills I7

Apply tear-down, clean-up and return procedures I8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

DEMONSTRATE

SAFE WORK PRACTICES

J

Apply Health and Safety regulations J1

Prepare incident reports J2

Practice safe food handling techniques J3

Practice safe equipment operation J4

Practice responsible food and beverage service J5

Apply preventive safety procedures J6

Practice preventive maintenance procedures J7

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

xxvi

SOLVE PROBLEMS K

Identify problem K1

Define cause K2

Identify solution K3

Develop action plan K4

Locate / identify appropriate resource(s) K5

Implement action plan K6

Evaluate results K7

Practice follow-up K8

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

xxvii

xxviii

Appendix C – Graduate Skills and Abilities Chart

HOSPITALITY AND TOURISM MANAGEMENT

GRADUATE SKILLS AND ABILITIES Chart Facilitated by Gene Semchych and Ann Pedersen Core competencies

May 17th and May 24th, 2005 Stream specific competencies

DEMONSTRATE ADMINISTRATIVE

SKILLS A

Set-up and maintain record management systems A1

Manage mail systems A2

Record in logs and journals A3

Participate in strategic planning A4

Comply with legislation A5

DEMONSTRATE

SALES AND MARKETING

SKILLS B

Identify and define target market B1

Identify industry trends B2

Assess customer needs B3

Qualify customer(s) B4

Describe product B5

Demonstrate selling techniques B6

Identify stakeholders / partners B7

Analyze competition B8

Create promotional materials B9

Demonstrate negotiation skills B10

Design / employ merchandising strategies B11

Demonstrate research skills B12

Develop a marketing plan B13

USE TECHNOLOGY C

Use Internet C1

Use email C2

Use Word processing skills C3

Use spreadsheets C4

Use presentation software C5

Create and maintain web pages C6

Use electronic day timer C7

Use Desktop publishing software C8

Use P.O.S. systems C9

Use property management systems C10

Use Database software C11

Operate audio-visual equipment C12

Use office technology C13

Use a variety of communication devices C14

Use basic accounting software C15

Collaborate online C16

Use industry ordering systems C17

PROVIDE CUSTOMER

SERVICE D

Define customer needs D1

Anticipate customer needs D2



Handle guest complaints D5

Solicit guest feedback D6

Demonstrate standard service procedures D7


Develop and maintain rapport D9

Exceed customer expectation D10

Develop and maintain customer relationships D11

Demonstrate cultural sensitivity D12

Handle difficult situations D13

Demonstrate product knowledge D14

Conduct regular product quality checks D15

COMMUNICATE E

Interpret non-verbal communication E1

Use appropriate language E2

Use active listening skills E3

Use appropriate non verbal communication E4

Use technology-based etiquette E5

Write business documents E6

Facilitate and participate in meetings E7

Demonstrate oral presentation skills E8

Demonstrate social interaction skills E9


Provide and receive feedback E11

Give directions and instructions E12


BEHAVIOR F

Practice self-reflection F1

Maintain composure under stress F2

Prepare resume F3

Prepare and build personal professional portfolio F4

Work in teams F5

Follow dress code F6


Demonstrate ethical behaviour F8

Demonstrate respectful behaviour F9

Maintain confidentiality F10

Adhere to policies and procedures F11

Demonstrate commitment to lifelong learning F12

Set personal and professional goals F13

Demonstrate time management skills F14

Practice wellness techniques F15

Demonstrate punctuality and adhere to attendance expectations F16

xxix

Demonstrate leadership skills F17

Demonstrate emotional intelligence F18

Maintain current industry certification F19

Solve problems F20

Demonstrate a commitment to the community F21

Demonstrate adaptability F22

Work independently F23

APPLY HUMAN RESOURCE

MANAGEMENT SKILLS

G

Manage labour costs G1

Recruit staff / volunteers G2

Orient staff G3

Train staff G4

Evaluate staff G5

Discipline staff G6

Terminate staff G7

Create work schedules G8

Work with unions G9

Create policies G10

APPLY ACCOUNTING AND FINANCIAL SKILLS

H

Prepare budgets H1

Manage cash H2

Prepare and analyze financial statements H3

Apply basic accounting skills H4

Complete basic accounting cycle H5

Manage accounts receivable and accounts payable H6 H6

Manage inventory H7

Set and maintain internal controls H8

Record payroll H9

Explain differences in business ownership structure accounting practices H10

Perform variance analysis (cost / revenue) H11

Manage cash flows H12

Conduct cost volume profit (CVP) analysis H13

Set prices H14

Apply math skills H15

Convert currency H16

DEMONSTRATE

PRODUCT DEVELOPMENT SKILLSI(Hotel &

Restaurant)

Provide catering servicesI 1.1

Provide restaurant service (both streams)I 1.2

Manage Front Office operations (both streams)I 1.3

Provide wine / beverage serviceI 1.4

Manage housekeeping operationsI 1.5

Develop menusI 1.6

Practice basic food preparation techniquesI 1.7

Design restaurant facilityI 1.8

xxx

DEMONSTRATE PRODUCT

DEVELOPMENT SKILLS

I (Tourism)

Plan a convention (both streams) I 2.1

Plan a special event I 2.2

Develop and manage an attraction's product I 2.3

Plan a tour I 2.4

Conduct a tour I 2.5

Describe eco-tourism principles and characteristics I 2.6

Prepare alcoholic beverages (both streams) I.2.7

USE SAFE WORK PRACTICES

J

Apply W.H.M.I.S. principles J1

Apply H.A.C.C.P. principles J2

Maintain clean work environment J3

Practice security and safety procedures J4

Use and maintain personal protective equipment J5

Identify and report safety hazards J6

Observe safe work practices in others J7

xxxi

Graduate Skills and Abilities Integrated Chart Industry DACUMs, Faculty Expectations, and College-Wide Learning Outcomes

Yellow shaded box indicates DACUM skill rating 1 Can perform some parts of this skill satisfactorily but requires assistance and/or supervision to perform the entire skill. 2 Can perform this skill satisfactorily but requires periodic assistance and/or supervision. 3 Can perform this skill competently without assistance or supervision. 4 Can perform this skill competently without assistance, with more than acceptable quality, and with initiative/adaptability to unique situations. Grey shaded box = General Areas of Competency (GAC)

Tourism Industry

DACUM

Restaurant DACUM

Hotel DACUM

Faculty Expectations

College-Wide Learning Outcomes (CWLOs)

Sales & Marketing Skills DEVELOP MARKETING

PLAN

A

DEMONSTRATE SALES SKILLS

E

MARKET GUEST SERVICES

C

DEMONSTRATE SALES AND MARKETING

SKILLS B

Define target market A1

Describe product E1

Describe benefits of available products / services C1

Identify and define target market B1

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Identify buying behaviour A2

Demonstrate confidenceE2

Recall hotel products and servicesC2

Identify industry trends B2

H1 • be willing to continuously learn and grow

1 2 3 4 1 2 3 4 1 2 3 4 Assess marketing trends A3

Up-sell E3

Relate experiences / best practices to others C3

Assess customer needs B3

D1 • assess situations and identify problems

1 2 3 4 1 2 3 4 1 2 3 4 Describe the product A4

Close the sale E4

Anticipate client needs C4

Qualify customer(s) B4

D2 • seek different points of view and evaluate them based on facts

xxxii

Tourism Industry DACUM

Restaurant DACUM

Hotel DACUM



1 2 3 4 1 2 3 4 1 2 3 4 Interpret customer needs A5

Adjust approach to situation E5

Design / employ merchandising strategies C5

Describe product B5

1 2 3 4 1 2 3 4 1 2 3 4 Plan marketing campaign A6

Solicit new customers E6

Create a comfortable / welcoming environment C6

Demonstrate selling techniques B6

1 2 3 4 1 2 3 4 1 2 3 4 Identify stakeholders A7

Identify target market(s) E7

Solicit / record guest feedback C7

Identify stakeholders / partners B7

1 2 3 4 1 2 3 4 1 2 3 4 Solicit feedback from stakeholders A8

Apply internal marketing skills E8

Compose strategic plans C8

Analyze competition B8

B2 • access, analyze and apply knowledge and skills from various disciplines (e.g. the arts, languages, science, technology, mathematics, social sciences, and the humanities)

1 2 3 4 1 2 3 4 1 2 3 4 Develop evaluation strategy A9

Apply external marketing skills E9

Respond to guest feedback C9


1 2 3 4 1 2 3 4 1 2 3 4 Apply cost accounting skills A10

Apply creativity skills E10

Demonstrate a commitment to customer service excellence C10

Demonstrate negotiation skills B10

1 2 3 4 1 2 3 4 1 2 3 4

Demonstrate a belief in the product E11


1 2 3 4


xxxiii


Restaurant DACUM

Hotel DACUM



3 4

Identify industry trends E13

Demonstrate research skills B12

A5 • use relevant scientific, technological and mathematical knowledge and skills to explain or clarify ideas C2 • observe and record data using appropriate methods, tools and technology D2 • seek different points of view and evaluate them based on facts

1 2 3 4

Develop a marketing plan B13

K1 • plan, design or carry out a project or task from start to finish with well-defined objectives and outcomes

IMPLEMENT MARKETING

PLAN B

SELL

D


Describe the value of products / services D1

1 2 3 4 1 2 3 4 Distribute promotional materials B2

Up-sell D2

1 2 3 4 1 2 3 4 Evaluate effectiveness B3

Demonstrate enthusiasm D3

1 2 3 4 1 2 3 4

Explain campaign to staff and volunteers B4

Apply pricing guidelines and procedures D4

1 2 3 4 1 2 3 4 Develop relationships with media B5

Demonstrate confidence D5

1 2 3 4 1 2 3 4

xxxiv


Restaurant DACUM

Hotel DACUM



Relate customer needs to management B6

Assess customer needs / wants D6

1 2 3 4 1 2 3 4

Promote products and services D7

1 2 3 4

Estimate customer profile D8

1 2 3 4

APPLY SALES TECHNIQUES

J

Solicit sponsorship J1

1 2 3 4 Demonstrate personal selling techniques J2

1 2 3 4 Demonstrate up-selling skills J3

1 2 3 4 Demonstrate contact and client management J4

1 2 3 4 Employ potential customer qualification skills J5

1 2 3 4

xxxv


Restaurant DACUM

Hotel DACUM



Demonstrate negotiation techniques J6

1 2 3 4 Apply close techniques J7

1 2 3 4

Technology

USE TECHNOLOGY C

USE TECHNOLOGY

B

USE TECHNOLOGY

F USE TECHNOLOGY

C

B1 • locate, gather and organize information using appropriate technology and information systems

Apply website maintenance skills C1

Use telephone skills B1

Use a spreadsheet F1

Use Internet C1

1 2 3 4 1 2 3 4 1 2 3 4 Use word processing software C2

Use P.O.S. systems B2

Use a word processor F2

Use email C2

1 2 3 4 1 2 3 4 1 2 3 4 Use spreadsheet software C3

Use e-mail B3

Locate information on the Internet F3

Use Word processing skills C3

C2 • observe and record data using appropriate methods, tools and technology

1 2 3 4 1 2 3 4 1 2 3 4 Use database software C4

Use internet B4

Use e-mail software F4

Use spreadsheets C4

A4 • share information using a range of information and communications technologies (e.g. voice, e-mail, computers) C3 • make estimates and verify calculations

1 2 3 4 1 2 3 4 1 2 3 4 Use e-mail C5

Use word processing software B5

Use presentation software F5

Use presentation software C5

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1 2 3 4 1 2 3 4 1 2 3 4 Use presentation software C6

Use spreadsheet software B6

Solve simple hardware / software problems F6

Create and maintain web pages C6

1 2 3 4 1 2 3 4 1 2 3 4 Use internet C7

Operate alarm systems B7

Use voice-mail technology F7

Use electronic day timer C7

1 2 3 4 1 2 3 4 1 2 3 4 Use office technology (fax, copier, phone, scanner etc.) C8

Use fax machines B8

Explain technology processes to guests (i.e. voice mail) F8

Use Desktop publishing software C8

1 2 3 4 1 2 3 4 1 2 3 4 Use projectors C9

Use photocopiers B9

Use reservation software / systems F9

Use P.O.S. systems C9

1 2 3 4 1 2 3 4 1 2 3 4 Operate sound systems C10

Use cell phones B10

Transfer skills across software / systems F10

Use property management systems C10

1 2 3 4 1 2 3 4 1 2 3 4 Use graphics software C11

Use personal communication devices B11

Use electronic key card systems F11

Use Database software C11

1 2 3 4 1 2 3 4 1 2 3 4 Use contact management systems C12

Use intercom systems B12

Operate in-room systems F12

Operate audio-visual equipment C12

1 2 3 4 1 2 3 4 1 2 3 4 Use geographical information systems (GIS) C13

Operate a variety of kitchen equipment B13

Use voice communication systems F13

Use office technology C13

1 2 3 4 1 2 3 4 1 2 3 4

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Use cell phone C14

Operate beverage systems B14

Set-up presentation hardware F14

Use a variety of communication devices C14

1 2 3 4 1 2 3 4 1 2 3 4 Use hand-held radios C15

Use ordering systems B15

Use electronic payroll systems F15

Use basic accounting software C15

C2 • observe and record data using appropriate methods, tools and technology

1 2 3 4 1 2 3 4 1 2 3 4 Describe satellite technology C16

Apply keyboarding and mouse skills B16

Use HR systems F16

Collaborate online C16

1 2 3 4 1 2 3 4 1 2 3 4 Use web software C17

Set-up and test audio-visual equipment B17

Use industry ordering systems C17

A4 • share information using a range of information and communications technologies (e.g. voice, e-mail, computers)

1 2 3 4 1 2 3 4 Use image management software (i.e. Photoshop) C18

Use answering machine B18

1 2 3 4 1 2 3 4

Use cameras C19

Maintain gaming machines B19

1 2 3 4 1 2 3 4 Apply keyboarding skills C20

1 2 3 4 Use sales transaction equipment C21

1 2 3 4 Operate educational science equipment C22

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1 2 3 4 Operate motor vehicles C23

1 2 3 4 Operate water craft C24

1 2 3 4 Assemble and disassemble displays C25

1 2 3 4

Customer Service PROVIDE CUSTOMER

SERVICE D

PROVIDE CUSTOMER SERVICE

A

PROVIDE CUSTOMER

SERVICE D

A3 • listen and ask questions to understand and appreciate the points of view of others


Serve foods A1

Define customer needs D1

1 2 3 4 1 2 3 4 Demonstrate customer greeting skills D2

Serve beverages A2

Anticipate customer needs D2

D1 • assess situations and identify problems D2 • seek different points of view and evaluate them based on facts

1 2 3 4 1 2 3 4 Evaluate customer satisfaction D3

Test food and beverage quality A3


E1 • feel good about yourself and be confident E4 • take care of your personal health E5 • show interest, initiative and effort

1 2 3 4 1 2 3 4

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Assess customer needs D4

Demonstrate a passion for industry A4


D1 • assess situations and identify problems E2 • deal with people, problems and situations with honesty, integrity and personal ethics

1 2 3 4 1 2 3 4 Demonstrate a commitment to exceed customer needs D5

Prepare beverages A5

Handle guest complaints D5

D5 • be creative and innovative in exploring possible solutions

1 2 3 4 1 2 3 4 Demonstrate attention to detail D6

Set tables A6

Solicit guest feedback D6

D9 • check to see if a solution works, and act on opportunities for improvement

1 2 3 4 1 2 3 4 Demonstrate flexibility D7

Assess (anticipate) customer needs A7

Demonstrate standard service procedures D7

1 2 3 4 1 2 3 4 Identify and provide resources (maps, brochures, people, services etc. D8

Exceed customer expectation A8


D8 • implement solutions

1 2 3 4 1 2 3 4 Demonstrate a commitment to follow-through D9

Demonstrate an interest in others A9

Develop and maintain rapport D9

1 2 3 4 1 2 3 4 Define customer service D10

Demonstrate flexibility A10

Exceed customer expectation D10

E2 • deal with people, problems and situations with honesty, integrity and personal ethics

1 2 3 4 1 2 3 4 Assess and respond to visitor flow D11

Demonstrate memory skills A11

Develop and maintain customer relationships D11

J3 • be flexible: respect, be open to and supportive of the thoughts, opinions and contributions of others in a group

1 2 3 4 1 2 3 4

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Display attentiveness D12

Take orders A12

Demonstrate cultural sensitivity D12

E2 • deal with people, problems and situations with honesty, integrity and personal ethics J3 • be flexible: respect, be open to and supportive of the thoughts, opinions and contributions of others in a group J4 • recognize and respect people's diversity, individual differences and perspectives

1 2 3 4 1 2 3 4 Integrate global view with daily detail D13

Demonstrate accountability A13

Handle difficult situations D13

D5 • be creative and innovative in exploring possible solutions D7 • evaluate solutions to make recommendations or decisions

1 2 3 4 1 2 3 4 Solve problems D14

Work in teams A14

Demonstrate product knowledge D14

1 2 3 4 1 2 3 4 Advise customers of geographical attractions and events D15

Apply table service techniques A15

Conduct regular product quality checks D15

D9 • check to see if a solution works, and act on opportunities for improvement

1 2 3 4 1 2 3 4 Employ customer security practices D16

Demonstrate customer greeting skills A16

1 2 3 4 1 2 3 4

Demonstrate sincerity A17

1 2 3 4

Demonstrate proactive response A18

1 2 3 4

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Demonstrate attention to detail A19

1 2 3 4

Process manual transactions A20

1 2 3 4

Handle cash A21

1 2 3 4

Communications DEMONSTRATE

COMMUNICATION SKILLS E

COMMUNICATE WITH GUESTS AND

OTHERS C

DEMONSTRATE COMMUNICATION

SKILLS E

COMMUNICATE

E

A1 • read and understand information presented in a variety of forms (e.g. words, graphs, charts, diagrams) A2 • write and speak so others pay attention and understand A3 • listen and ask questions to understand and appreciate the points of view of others

Apply active listening skills E1

Apply active listening skills C1

Use correct grammar E1

Interpret non-verbal communication E1

1 2 3 4 1 2 3 4 1 2 3 4 Apply editing skills E2

Interpret body language C2

Use a friendly tone E2

Use appropriate language E2

1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate a variety of writing skills E3

Read for meaning C3

Demonstrate spelling skills E3

Use active listening skills E3

D2 • seek different points of view and evaluate them based on facts

1 2 3 4 1 2 3 4 1 2 3 4

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Apply design and graphics skills E4

Use language appropriate to audienceC4

Demonstrate culturally appropriate body languageE4

Use appropriate non-verbal communication E4

1 2 3 4 1 2 3 4 1 2 3 4 Manage conflict E5

Demonstrate writing skills C5

Present a positive / friendly disposition E5

Use technology-based etiquette E5

1 2 3 4 1 2 3 4 1 2 3 4 Use language appropriate to audience E6

Use clear and concise language C6


Write business documents E6

1 2 3 4 1 2 3 4 1 2 3 4 Use industry terminology E7

Use non-verbal communication skills C7

Employ constructive feedback techniques E7

Facilitate and participate in meetings E7

J2 • ensure that a team's purpose and objectives are clear J6 • contribute to a team by sharing information and expertise

1 2 3 4 1 2 3 4 1 2 3 4 Use presentation skills E8

Respect diversity C8

Use concise language E8

Demonstrate oral presentation skills E8

J6 • contribute to a team by sharing information and expertise

1 2 3 4 1 2 3 4 1 2 3 4 Create, describe and work within organizational structure E9

Write for understanding C9

Demonstrate active listening skills E9

Demonstrate social interaction skills E9

J8 • understand the role of conflict in a group to reach solutions

1 2 3 4 1 2 3 4 1 2 3 4 Use non-verbal communication skills E10

Use industry terminology C10

Explain / describe instructions / directions E10`


1 2 3 4 1 2 3 4 1 2 3 4

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Apply dress code E11

Use e-mail etiquette C11

Demonstrate questioning skills E11

Provide and receive feedback E11

D2 • seek different points of view and evaluate them based on facts D9 • check to see if a solution works, and act on opportunities for improvement G4 • be open and respond constructively to change G5 • learn from your mistakes and accept feedback J5 • accept and provide feedback in a constructive and considerate manner

1 2 3 4 1 2 3 4 1 2 3 4 Use telephone etiquette E12

Use presentation skills C12

Write reports, memos and other hotel related communications E12

Give directions and instructions E12

J2 • ensure that a team's purpose and objectives are clear

1 2 3 4 1 2 3 4 1 2 3 4 Use e-mail etiquette E13

Facilitate in meetings C13

Interpret written communication (i.e. Read)E13

1 2 3 4 1 2 3 4 1 2 3 4

Use fax etiquette E14

Participate in meetings C14

Use industry-specific terminology E14

1 2 3 4 1 2 3 4 1 2 3 4 Identify audience E15

Employ radio / telephone / email etiquette E15

1 2 3 4 1 2 3 4 Define the message E16

Use manners E16

1 2 3 4 1 2 3 4 Apply interpretive skills E17

Demonstrate eye contact E17

1 2 3 4 1 2 3 4

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Demonstrate objectivity E18

Demonstrate empathy E18

1 2 3 4 1 2 3 4 Integrate organizational goal / values with message E19

Explain / identify community events and services (Ambassador) E19

1 2 3 4 1 2 3 4 Employ a team approach E20

Manage information E20

1 2 3 4 1 2 3 4 Work independently E21

1 2 3 4 Manage groups and classrooms E22

1 2 3 4 Adjust presentation method to audience E23

1 2 3 4

Professional Behaviour DEMONSTRATE

PROFESSIONALISM

F


BEHAVIOUR

D

DEMONSTRATE PROFESSIONAL /

RESPONSIBLE BEHAVIOUR

G


BEHAVIOR

F

A3 • listen and ask questions to understand and appreciate the points of view of others

Work within personal limitations

Practice personal hygiene and grooming

Demonstrate ethical behaviour

Practice self-reflection

E1 • feel good about yourself and be confident E3 • recognize your own and other people's good efforts G4 • be open and respond constructively to change G5 • learn from your mistakes and accept

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F1

D1

G1

F1

feedback H1 • be willing to continuously learn and grow

1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate punctuality F2

Demonstrate punctuality D2

Demonstrate punctuality G2

Maintain composure under stress F2

G6 • cope with uncertainty

1 2 3 4 1 2 3 4 1 2 3 4 Practice personal hygiene and grooming F3

Apply dress code D3

Apply diversity and inclusion principles G3

Prepare resume F3

1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate accountability F4

Demonstrate positive work ethic D4

Maintain client / guest / employee confidentiality G4

Prepare and build personal professional portfolio F4

H2 • assess personal strengths and areas for development H3 • set your own learning goals H4 • identify and access learning sources and opportunities

1 2 3 4 1 2 3 4 1 2 3 4 Apply judgment F5

Demonstrate honesty D5

Operate / work within culture of industry G5

Work in teams F5

D8 • implement solutions F4 • be accountable for your actions and the actions of your group G1 • work independently or as a part of a team J1 • understand and work within the dynamics of a group

1 2 3 4 1 2 3 4 1 2 3 4 Define and follow policy and procedure F6

Apply time management skills D6

Demonstrate teamwork / collaboration skills (Internal/External) G6

Follow dress code F6

1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate respect for diversity F7

Demonstrate a commitment to lifelong learning D7

Demonstrate a respect for others G7


E4 • take care of your personal health

1 2 3 4 1 2 3 4 1 2 3 4 Employ respectful workplace practices F8

Demonstrate stress management skills D8

Apply / follow Code of Conduct G8

Demonstrate ethical behaviour F8


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1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate a commitment to employer F9

Demonstrate respect for others D9

Employ Hotel Standards G9

Demonstrate respectful behaviour F9

D2 • seek different points of view and evaluate them based on facts E2 • deal with people, problems and situations with honesty, integrity and personal ethics G4 • be open and respond constructively to change

1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate honesty F10

Demonstrate leadership skills D10

Demonstrate an openness to change G10

Maintain confidentiality F10


1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate trustworthiness F11

Organize self D11

Solve problems G11

Adhere to policies and procedures F11

1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate reliability F12

Model expected behaviour D12

Adapt to company / chain practices G12

Demonstrate commitment to lifelong learningF 12

F1 • Set goals and priorities balancing work and personal life H1 • be willing to continuously learn and grow H4 • identify and access learning sources and opportunities

1 2 3 4 1 2 3 4 1 2 3 4 Practice confidentiality F13


Manage risk G13

Set personal and professional goals F13

F1 • Set goals and priorities balancing work and personal life H3 • set your own learning goals H5 • plan for and achieve your learning goals

1 2 3 4 1 2 3 4 1 2 3 4 Apply legislation and professional standards F14

Demonstrate commitment to community D14

Demonstrate time management skills F14

D8 • implement solutions F1 • Set goals and priorities balancing work and personal life F2 • plan and manage time, money and other resources to achieve goals

1 2 3 4 1 2 3 4

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Demonstrate leadershipF15

Demonstrate a commitment to follow-throughD15

Practice wellness techniquesF15

E1 • feel good about yourself and be confident E4 • take care of your personal health F1 • Set goals and priorities balancing work and personal life

1 2 3 4 1 2 3 4 Demonstrate commitment to lifelong learning F16

Practice confidentiality D16

Demonstrate punctuality and adhere to attendance expectations F16

1 2 3 4 1 2 3 4

Practice workplace safety (e.g. WHMIS) F17

Demonstrate life-work balance D17

Demonstrate leadership skills F17

E3 • recognize your own and other people's good efforts E5 • show interest, initiative and effort J7 • lead or support when appropriate, motivating a group for high performance

1 2 3 4 1 2 3 4 Practice loss prevention F18


Demonstrate emotional intelligence F18

1 2 3 4 1 2 3 4 Represent values of organization F19

Work within personal limitations D19

Maintain current industry certification F19

H1 • be willing to continuously learn and grow

1 2 3 4 1 2 3 4

Demonstrate a commitment to employer D20

Solve problemsF 20

B2 • access, analyze and apply knowledge and skills from various disciplines (e.g. the arts, languages, science, technology, mathematics, social sciences, and the humanities) D4 • identify the root cause of a problem D7 • evaluate solutions to make recommendations or decisions

1 2 3 4

Demonstrate sense of humour D21

Demonstrate a commitment to the community F21

D9 • check to see if a solution works, and act on opportunities for improvement F5 • be socially responsible and contribute to your community G6 • cope with uncertainty

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1 2 3 4

Organize othersD 22

Demonstrate adaptability F22

G3 • be innovative and resourceful: identify and suggest alternative ways to achieve goals and get the job done G4 • be open and respond constructively to change G5 • learn from your mistakes and accept feedback

1 2 3 4

Work independently F23

D8 • implement solutions E5 • show interest, initiative and effort F4 • be accountable for your actions and the actions of your group G1 • work independently or as a part of a team

Administrative skills APPLY ADMINISTRATIVE

SKILLS G

APPLY ADMINISTRATIVE

SKILLS F

BUDGET

B

DEMONSTRATE ADMINISTRATIVE

SKILLS A

B1 • locate, gather and organize information using appropriate technology and information systems C1 • decide what needs to be measured or calculated

Manage time G1

Manage physical inventory F1

Prepare budget forecasts B1

Set-up and maintain record management systems A1

1 2 3 4 1 2 3 4 1 2 3 4 Apply organizational skills G2

Administer payroll F2

Prepare budgets B2

Manage mail systems A2

1 2 3 4 1 2 3 4 1 2 3 4 Plan and implement a budget G3

Set prices F3

Manage budgets B3

Record in logs and journals A3

1 2 3 4 1 2 3 4 1 2 3 4 Apply math skills G4

Control costs F4

Track inventory B4

Participate in strategic planning A4

C3 • make estimates and verify calculations

1 2 3 4 1 2 3 4 1 2 3 4

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Apply analytical skills G5

Prepare work schedules F5

Identify / Explain inventory trends B5

Comply with legislation A5

1 2 3 4 1 2 3 4 1 2 3 4 Administer payroll G6

Participate in business planning F6

Manage labour costs B6

1 2 3 4 1 2 3 4 1 2 3 4 Control inventory G7

Prepare proposals F7

Analyze costs B7

1 2 3 4 1 2 3 4 1 2 3 4 Employ sanitation practices G8

Prepare reports F8

Calculate profit margins B8

1 2 3 4 1 2 3 4 1 2 3 4 Apply basic accounting skills G9

Record in logs and journals F9

Practice "Revenue Management" principles B9

1 2 3 4 1 2 3 4 1 2 3 4 Set-up and maintain records G10

Prepare correspondence F10

Plan for market changes / trends (internal/ external) B10

1 2 3 4 1 2 3 4 1 2 3 4

Prepare proposals G11

Create product / packages F11

1 2 3 4 1 2 3 4 Prepare reports G12

Maintain records and files F12

1 2 3 4 1 2 3 4

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Manage information G13

1 2 3 4

Accounting & Financial skills

APPLY FINANCIAL

MANAGEMENT SKILLS

G

PRACTICE ACCOUNTING PRINCIPLES

A

APPLY ACCOUNTING AND FINANCIAL SKILLS

H

B1 • locate, gather and organize information using appropriate technology and information systems C1 • decide what needs to be measured or calculated


Calculate bills A1

Prepare budgets H1

D3 • recognize the human, interpersonal, technical, scientific and mathematical dimensions of a problem D6 • readily use science, technology and mathematics as ways to think, gain and share knowledge, solve problems and make decisions

1 2 3 4 1 2 3 4


Post changes A2

Manage cash H2

1 2 3 4 1 2 3 4

Analyze profit and loss statements G3

Balance cash (i.e. float) A3

Prepare and analyze financial statements H3

C3 • make estimates and verify calculations D3 • recognize the human, interpersonal, technical, scientific and mathematical dimensions of a problem D6 • readily use science, technology and mathematics as ways to think, gain and share knowledge, solve problems and make decisions F3 • assess, weigh and manage risk

1 2 3 4 1 2 3 4

Create budget G4

Convert currencies A4

Apply basic accounting skills H4

1 2 3 4 1 2 3 4

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Administer budget G5

Process debit and credit card transactions A5

Complete basic accounting cycle H5

1 2 3 4 1 2 3 4

Analyze F and B costs G6

Process online transactions A6

Manage accounts receivable and accounts payable H6

1 2 3 4 1 2 3 4

Reconcile accounts G7

Interpret financial statements and data A7

Manage inventory H7

1 2 3 4 1 2 3 4

Collect accounts G8

Identify / Assess variances A8

Set and maintain internal controls H8

C3 • make estimates and verify calculations

1 2 3 4 1 2 3 4

Analyze labour costs G9

Manage revenues A9

Record payroll H9

1 2 3 4 1 2 3 4

Prepare / balance cash out G10

Balance invoices A10

Explain differences in business ownership structure accounting practices H10


1 2 3 4 1 2 3 4

Project revenue G11

Identify fraudulent practices / behaviours A11

Perform variance analysis (cost / revenue) H11

1 2 3 4 1 2 3 4

Practice banking procedures G12

Create efficiencies A12

Manage cash flows H12

C3 • make estimates and verify calculations D3 • recognize the human, interpersonal, technical, scientific and mathematical dimensions of a problem

1 2 3 4 1 2 3 4

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Prepare strategic plan G13

Identify inefficiencies A13

Conduct cost volume profit (CVP) analysis H13

1 2 3 4 1 2 3 4

Prepare cost / benefit analysis A14

Set prices H14

C3 • make estimates and verify calculations D3 • recognize the human, interpersonal, technical, scientific and mathematical dimensions of a problem

1 2 3 4

Apply math skills H15

Convert currency H16

Product Development Skills

APPLY PRODUCT DEVELOPMENT SKILLS

H

DEMONSTRATE PRODUCT

DEVELOPMENT SKILLSI

(Hotel & Restaurant)

K2 • develop a plan, seek feedback, test, revise and implement K3 • work to agreed quality standards and specifications K4 • select and use appropriate tools and technology for a task or project K5 • adapt to changing requirements and information K6 • continuously monitor the success of a project or task and identify ways to improve

Demonstrate planning skills H1

Provide catering services I 1.1

1 2 3 4 Demonstrate research skills H2

Provide restaurant service (both streams) I 1.2

G2 • carry out multiple tasks or projects

1 2 3 4

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Identify funding sources H3

Manage Front Office operations (both streams) I 1.3

F2 • plan and manage time, money and other resources to achieve goals

1 2 3 4 Demonstrate creativity H4

Provide wine / beverage service I 1.4

1 2 3 4 Establish and maintain industry partnerships H5

Manage housekeeping operations I 1.5

1 2 3 4 Identify product opportunities H6

Develop menus I 1.6

C1 • decide what needs to be measured or calculated

1 2 3 4 Evaluate opportunities H7

Practice basic food preparation techniques I 1.7

1 2 3 4 Evaluate features and benefits H8

Design restaurant facility I 1.8

C1 • decide what needs to be measured or calculated

1 2 3 4 Identify product sourcesH9

DEMONSTRATE PRODUCT

DEVELOPMENT SKILLS I(Tourism)

K2 • develop a plan, seek feedback, test, revise and implement K3 • work to agreed quality standards and specifications K4 • select and use appropriate tools and technology for a task or project K5 • adapt to changing requirements and information K6 • continuously monitor the success of a project or task and identify ways to improve

1 2 3 4

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Schedule timelines H10

Plan a convention (both streams) I 2.1

1 2 3 4 Manage projects H11

Plan a special event I 2.2

G2 • carry out multiple tasks or projects

1 2 3 4 Assess risks H12

Develop and manage an attraction's product I 2.3

F2 • plan and manage time, money and other resources to achieve goals

1 2 3 4 Practice continuous product evaluation H13

Plan a tour I 2.4

G2 • carry out multiple tasks or projects G3 • be innovative and resourceful: identify and suggest alternative ways to achieve goals and get the job done

1 2 3 4

Conduct a tour I 2.5

Describe eco-tourism principles and characteristics I 2.6

Prepare alcoholic beverages (both streams) I.2.7

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Human Resource Management skills

MANAGE HUMAN

RESOURCES I


MANAGEMENTS SKILLS

H

MANAGE HUMAN

RESOURCES I


MANAGEMENT SKILLS G

Review performance I1

Demonstrate basic interview skills H1

Demonstrate a commitment to wellness (self and others) I1

Manage labour costs G1

C1 • decide what needs to be measured or calculated F2 • plan and manage time, money and other resources to achieve goals

1 2 3 4 1 2 3 4 1 2 3 4 Orient and train staff and volunteers I2

Orient and train staff H2

Foster a climate of wellness / safety I2

Recruit staff / volunteers G2

1 2 3 4 1 2 3 4 1 2 3 4 Prepare job descriptions I3

Apply labour standards H3

Multi-task I3

Orient staff G3

1 2 3 4 1 2 3 4 1 2 3 4 Supervise staff and volunteers I4

Conduct performance reviews H4

Demonstrate a commitment to life-long learning I4

Train staff G4

1 2 3 4 1 2 3 4 1 2 3 4 Prepare schedules I5

Employ progressive disciplinary action procedures H5

Plan for staff development I5

Evaluate staff G5

E3 • recognize your own and other people's good efforts J9 • manage and resolve conflict when appropriate

1 2 3 4 1 2 3 4 1 2 3 4 Set and describe objectives I6

Employ recruitment skills H6

Demonstrate adaptability I6

Discipline staff G6

J9 • manage and resolve conflict when appropriate

1 2 3 4 1 2 3 4 1 2 3 4 Recruit staff and volunteers I7

Practice positive reinforcement H7

Propose innovative ideas I7

Terminate staff G7

1 2 3 4 1 2 3 4 1 2 3 4

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Establish wage rates I8

Plan for succession H8

Demonstrate initiative I8

Create work schedules G8

C1 • decide what needs to be measured or calculated C3 • make estimates and verify calculations

1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate appreciation for work and effort I9

Maintain current industry certification H9

Manage change I9

Work with unions G9

J1 • understand and work within the dynamics of a group

1 2 3 4 1 2 3 4 1 2 3 4 Apply quality management practices I10

Follow policies and procedures H10

Create policies G10


1 2 3 4 1 2 3 4 Apply disciplinary procedures I11

Evaluate human behaviour H11

1 2 3 4 1 2 3 4 Apply termination procedures I12

1 2 3 4

Safe Work Practices

DEMONSTRATE SAFE WORK PRACTICES

J

USE SAFE WORK PRACTICES

J

I1 • be aware of personal and group health and safety practices and procedures, and act in accordance with these

Apply Health and Safety regulations J1

Apply W.H.M.I.S. principles J1

1 2 3 4

Prepare incident reports J2

Apply H.A.C.C.P. principles J2

1 2 3 4

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Practice safe food handling techniques J3

Maintain clean work environment J3

1 2 3 4

Practice safe equipment operation J4

Practice security and safety procedures J4

1 2 3 4

Practice responsible food and beverage service J5

Use and maintain personal protective equipment J5

1 2 3 4

Apply preventive safety procedures J6

Identify and report safety hazards J6

1 2 3 4

Practice preventive maintenance procedures J7

Observe safe work practices in others J7

1 2 3 4

Problem Solving Skills

SOLVE PROBLEMS

K

Identify problem K1

1 2 3 4

Define cause K2

1 2 3 4

Identify solution K3

1 2 3 4

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Develop action plan K4

1 2 3 4

Locate / identify appropriate resource(s) K5

1 2 3 4

Implement action plan K6

1 2 3 4

Evaluate results K7

1 2 3 4

Practice follow-up K8

1 2 3 4

Catering Service Skills

PROVIDE CATERING SERVICES

I

Interpret floor plan I1

1 2 3 4

Interpret contracts I2

1 2 3 4

Set-up rooms I3

1 2 3 4

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Collect, load and deliver supplies, food and wares I4

1 2 3 4

Identify equipment I5

1 2 3 4

Apply banquet service techniques I6

1 2 3 4

Employ navigation skills I7

1 2 3 4

Apply tear-down, clean-up and return procedures I8

1 2 3 4

Appendix D – Graduate Profile The Hospitality and Tourism Management graduate:

• Demonstrates industry specific skills to manage and operate a hotel, restaurant or tourism business.

• Demonstrates effective administrative skills to plan strategically and comply with legislation.

• Sells and markets hospitality and tourism products and services to meet the needs of customers, businesses, and stakeholders.

• Demonstrates effective use of various technology and information systems.

• Provides customer service while displaying a high level of professionalism to exceed expectations, and solve problems.

• Communicates using written, oral, and non-verbal communication skills to achieve personal and business goals.

• Demonstrates a positive professional attitude, leadership skills, and commitment to the industry, maintaining high standards of practice through life-long learning.

• Solves problems in a broad range of situations by thinking critically and adapting to new circumstances.

• Manages human resources in accordance with industry standards and practices.

• Applies basic financial knowledge in planning, analyzing and decision making to achieve organizational goals.

• Works safely, following government and industry guidelines, regulations, and standards.

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Appendix E – Program Renewal Plan

1. To review, revise and re-align curriculum offerings • Establish a faculty working group to review, and revise/re-align curriculum • Re-align course offerings in the first year of the program to include more

Tourism related courses. • Hire more faculty with a Tourism Industry skill base while recruiting for

vacant or new positions.

2. To expand distance delivery (alternative delivery) during intersession in order to increase flexible access to courses for students on Co-op placement.

• Define development and delivery protocols in conjunction with the Distance Education Department

• Deliver theory-based courses by distance education

3. To promote faculty excellence • Evaluate current availability of staff development opportunities and assess

their effectiveness • Research and identify opportunities for ‘Return to Industry’ • Implement a co coordinated, program-wide, staff development plan

4. To implement a focused student recruitment and program marketing

strategy • Review present articulation and partnership agreements to assess their

currency and value to the program. • Renew existing partnerships/articulation agreements as appropriate and

develop new relationships. • Increase scholarships. • Assess opportunities for national and international Co-op placements and

expand such placements where they are viable. • Increase participation in industry competitions such as Skills Canada.

5. To upgrade facilities, equipment, and all training resources on a continual

basis. • Upgrade POS systems • Maintain training facilities and equipment to industry standards

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Appendix F – 5 –Year Program Renewal Plan in Gantt format Timeline

2005-2006 2006-2007 2007-2008 2008-2009 2009-2010 Objectives Activities

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To review, revise and re-align curriculum offerings

Rationale In 2003-2004, the Hotel & Restaurant Administration Program and the Tourism Program were combined into a single Hospitality and

istration Diploma Program. Curriculum and course combined without a thorough analysis of content from

both programs and the potential for redundancy or gaps. Students currently receive a common first year and select from either Hotel and Restaurant Management or Tourism Management majors for the balance of the program. Most students have selected the Hotel and Restaurant major after

Students are reluctant to select the Tourism Management major.

1. Students who enter the program are less familiar with the tourism industry than with the hotel and restaurant industry. The first-year curriculum does not provide students with an opportunity enhance their own awareness of the tourism industry. The result is that they tend to select the Hotel and Restaurant major because they are more familiar with it.

2. A large majority of the faculty with which students have contact within the first year come from the hotel and restaurant industries. They are better able to model hotel and restaurant related careers than tourism related careers.

This issue can be addressed through:

• Review of curriculum with emphasis on revisions to the first-year curriculum

• Faculty recruitment practices

Establish a faculty working group to review, and revise/re-align curriculum Re-align course offerings in the first year of the program to include more Tourism related courses. Hire more faculty with a Tourism Industry skill base while recruiting for vacant or new positions.

Tourism Adminofferings were

the first year. This has placed the Tourism Management major stream in difficulty of maintaining its viability due to low enrolment.

X

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Timeline 2005-2006 2006-2007 2007-2008 2008-2009 2009-2010

Objectives Activities

Term

1

Term

2

Inte

rses

sion

Term

1

Term

2

Inte

rses

sion

Term

1

Term

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Inte

rses

sion

Term

1

Term

2

Inte

rses

sion

Term

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Term

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rses

sion

To expand distance delivery (alternative delivery) during n in order to increase flexible access to courses for n Co-op placement.

Rationale

intersessiostudents o

There is a need to provide more course offerings through distance education. This would enable students to accelerate their coursework while on Co-op placement or to make-up missing course credits. As well, a distance education capacity would enable industry participants to continue their education on a part-time basis. Hospitality and Tourism curriculum is well suited to distance delivery by virtue of it residing the TLM (The Learning Manager) learning content management system (LCMS) where it is accessed by students from their laptops. TLM, however, has not been used in distance delivery at RRC. The program will need to build a partnership with the Distance Education Department and develop strategies on how to deliver its TLM-based curriculum in a distance education environment.

Define development and delivery protocols in conjunction with the Distance Education Department Deliver theory-based courses by distance education

X

X

X

X

X

To promote faculty excellence

Rationale There are inequities in the availability of staff development opportunities among staff and the degree to which individual faculty members participate

ith current skills in the ollege through the CAE

program and other continuing education study. Over time, some faculty has difficulty keeping industry related skills current. Faculty excellence could be maintained more easily if there were a coordinated and cohesive faculty staff development plan.

Evaluate current availability of staff development opportunities and assess their effectiveness Research and identify opportunities for ‘Return to Industry’ Implement a co coordinated, program-wide, staff development plan

Faculty tends to come to the program windustry and develop teaching skills at the c

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Timeline 2005-2006 2006-2007 2007-2008 2008-2009 2009-2010

Objectives Activities

Term

1

Term

2

Inte

rses

sion

Term

1

Term

2

Inte

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sion

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To implement a focumarketing strategy

sed student recruitment and program

Rationale Industry demand for trained workers who choose the hospitality and tourism industry as a career is increasing. All three DACUM groups identified the requirement for career training for entry into the industry as an emerging trend (as opposed to hiring off the street).

ponded to the hile their enrolments

are sustained and even increasing, fewer students tend to make career commitments to the industry than in the past. Career programs such as the Hospitality and Tourism Administration program need to ensure that student recruitment and marketing activities are designed to attract potential students who are willing to make career commitments to the industry.

dated. These need to be revisited and new relationships need to be

Review present articulation and partnership agreements to assess their currency and value to the program. Renew existing partnerships/articulation agreements as appropriate and develop new relationships. Increase scholarships. Assess opportunities for national and international Co-op placements and expand such placements where they are viable. Increase participation in industry competitions such as Skills Canada.

All institutions with similar programs who resEnvironmental Scan indicate, however, that w

Some existing articulation and partnership agreements, originally created to market the program and increase its profile, are out-

developed.

To upgrade facilities, equipment, and all training resources on a continual basis.

Rationale Industry standards, equipment, and technology are evolving continually. The program must upgrade its training resources on an ongoing basis for students to be adequately prepared when they enter the industry.

Upgrade POS systems Maintain training facilities and equipment to industry standards

curriculum validation - program renewal 2005 hospitality...

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