STH 102: INTRODUCTION TO TOURISM AND HOSPITALITY
Overview of the products and services provided by the tourism and hospitality industries. Introduction
to the roles of industry managers at all organizational levels.
Instructor:
Office:
Email:
Class info:
Office hours:
Dr. Bonnie Canziani
473 Bryan Building
bonnie_canziani@uncg.edu
MWF as follows: MW 12 to 12:50; F--Web assignments & tests on BB
MW 8:30 to10; 11-12 and by appointment.
Required Text:
Walker, John R. Introduction to Hospitality. 6th edition—used okay.
Other required readings will be posted—check Blackboard weekly.
STUDENT LEARNING OUTCOMES (SLOS):
Having successfully completed this course, the student will be able to:
1. Identify major components of the hospitality and tourism industry; explore the
roles of each and its inter-relatedness.
2. Describe kinds of operations, organizations, and management practices in the
industry.
3. Identify and describe career opportunities in the hospitality and tourism
industry and explore an individual career plan.
4. Distinguish the differences in ownership formats in hospitality businesses,
including franchising, contracted, sole proprietorship, partnerships, and
corporations.
5. Develop the service perspective necessary for success in the industry.
6. Analyze current and future trends and their impact on the tourism and
hospitality industry.
ACADEMIC INTEGRITY POLICY
Each student is required to follow the Academic Integrity Policy on all major work submitted for
the course. Refer to the UNCG Undergraduate Bulletin or go to:
http://sa.uncg.edu/handbook/academic-integrity-policy/
ATTENDANCE POLICY:
You have three free passes for necessary absences—don’t have to notify me re: the first three. 5 points
deducted from final grade for each recorded absence after that.
Validated health or formal approved UNCG documentation, e.g., sport team travel, must accompany
all requests for consideration of special circumstances.
1
FINAL EXAMINATION:
No final exam is given. Final exam period reserved for group presentation overflow—attendance
on all presentation days will be part of project grade.
ADDITIONAL REQUIREMENTS:
Students with documented disabilities requiring accommodation need to notify the instructor
at the beginning of the semester or as soon as accommodation request is authorized by UNCG.
OTHER REQUIREMENTS:
Students are expected to be prepared for class by having read all materials and chapters prior to class.
Guest speakers will be invited. NO LAPTOPS, CELLPHONES, HATS, GUM CHEWING, FOOD
CONSUMPTION, OR OTHER DRASTICALLY IMPROPER BEHAVIOR WHEN GUEST SPEAKERS ARE PRESENT.
[And I don’t care for them either, thanks for being considerate.]
Student/Faculty Communications
1. Please use the email subject heading, STH 102/ Student Last Name, for ALL student
questions regarding this course sent to my email.
2. Use only your UNCG email account for this course. Blackboard is set up to allow me to
mail all students at once using your UNCG email addresses. Instructions, clarifications
and other guidance are often provided via Blackboard email so it is essential that you
are able to receive UNCG email messages regarding the course.
3. It is the responsibility of the student to make sure that s/he keeps his/her email account
in good working order. Students are required to regularly check the email account they
are using for this course.
4. If you cannot access the course materials, either on the course website or via the links
provided by the instructor, please contact me via email as soon as possible. Sometimes
there is a problem with the server where the course is located or websites go down for
some reason and appropriate action cannot be taken unless a problem is identified.
Don't assume that someone else has notified the instructor of the problem. ALWAYS
CHECK FIRST W/ 256-TECH when you have a tech problem to see if it is the
compatibility with your particular internet browser. They are also the first to know if it
is a campus wide problem.
5. Computer [including printer problems] on the day the assignment or test is due will not
be accepted as an excuse for late assignments. The due date is the last day an
assignment can be turned in -- it can be turned in any time before that date. The
operative concept here is -- Don't wait until the last minute to print it out before turning
in an assignment.
2
Evaluation Methods and Guidelines
The final grade will be determined by a composite evaluation of your performance in the following areas:
4 online tests
[25 pts each]
Description
Will be on BB from Weds 1 pm---due Fridays 5 pm
5 home works to be submitted to BB x 10 pts each
Group projects (written portions submitted to BB)
For group work, one per group due, no individual work due
TOTAL POSSIBLE
Points value
100 pts
SLOs Met
1, 2,4-6
50 pts
1-6
50 pts
1-3
200 PTS
ASSIGNMENT POLICY:
Due to the format of the class, no work is accepted outside of class [or outside of BB channels, e.g.,
tests on BB]—do NOT email, put under my door, or in my mailbox any work assignments.
1. All tests cover material after the previous test—regular tests are not comprehensive. No make-ups
of tests 1-4 will be given for any reason. A comprehensive 25-pt opt-in test will be posted during
last two weeks to replace lowest test score of the semester – optional.
2. Student evaluations of the course will be via a link in the course to a Bryan School central and
confidential website and are not conducted by the instructor [moi].
Scoring Equivalencies for the Final Course Grade
200-194
193-186
185-180
179-174
173-166
A+
A
AB+
B
Week starting
In-class Topic
August 19
F
August 26
W
Syllabus overview
History and Operational
Characteristics of the
Hospitality & Tourism Industry
Online
Career guest speaker
Service quality and philosophy
F
Online
W
September 2
W
F
September 9
W
F
Holiday no class
Form project groups
Online
The Tourism System
Economics & Tourists
Online
165-160
159-154
153-146
145-140
139-134
BC+
C
CD+
Text
chapters
133-126
D
125-120
D119 and below F
(Tests & Online
homeworks)
C1
H1: C1 Internet exercise 2a
C1
H2: Blog introduction of
self and career interests
H3: C9, Internet exercise 2a
C9
C9
Test One due 5 pm
3
Mandatory Group Activities &
Deliverable Due Dates
September 16
W
F
September 23
W
F
September 30
W
F
October 7
W
F
October 14
W
F
October 21
W
F
October 28
W
F
November 4
W
F
November 11
W
F
November 18
W
F
November 25
W
F
December 2
Destination Marketing &
Promoting Tourism
Travel Motivation &
Consumer Research
Location TBD by group
Hotel Development and
Classifications
Hotel Expansion and
Contracts
Online
Rooms Division—Admin/Org
Rooms Division—Sales
Groups finalize proposal—submit
proposal to BB assignment function
C2
C2
H4: C3, Internet exercise 2a
C3
C3
Groups finalize part one—submit to
BB assignment function
Location TBD by group
Rooms Division—Rev Mgt
Rooms Division—Heart
Online
Fall break no class
Hotel Food and Beverage
Online
C3
C3
Meetings Industry
Catering jobs
Online
Restaurant Classification
Systems
Restaurant Menu Evaluations
Location TBD by group
C12
Menu Engineering
Restaurant Performance
Analysis
Online
Beverages: Alcohol service
Beverages: Alcohol types
Location TBD by group
C7
Oral managerial reports
Oral managerial
Oral managerial
Oral managerial
Holiday no class
Holiday no class
Oral managerial
reports
reports
reports
Test Two due 5 pm
C4
H5: C12, Internet exercise
2a&b
Test Three due 5 pm
C6
C6
Groups finalize part two—submit to
BB assignment function
C7
Test Four due 5 pm
C5
C5
Optional replacement test
posted until Dec 2 due 5 pm
NOTE: FRIDAY IN CLASS
reports
Groups finalize oral presentation
and submit power point to BB
Mandatory attendance all students
Mandatory attendance all students
Mandatory attendance all students
Mandatory attendance all students
Mandatory attendance all students
"I went to a restaurant that serves 'breakfast at any time.' So I ordered French toast during the
Renaissance."— Steven Wright
"Jean-Paul Sartre is sitting at a French cafe, revising his draft of Being and Nothingness. He says
to the waitress, 'I'd like a cup of coffee, please, with no cream.' The waitress replies, 'I'm sorry,
monsieur, but we're out of cream. How about with no milk?' "— Unknown
4
Report Assignment: Managerial Interview
1. You are asked to make contact with a manager in the hospitality industry to determine the duties,
responsibilities and challenges facing that individual. A written and oral report on what you have
learned/observed from research and from the interview will be submitted during the semester. Both
the report quality and oral presentation will be graded.
a. You are advised to find a manager in the sector of the hospitality industry that most interests you.
You may use any areas that fall below.
Hotel Rooms Division
Hotel Food & Beverage
Hotel Security/Loss Prevention
Guest Services Manager/Concierge
Hotel Social Event Planning
Hotel Sales & Marketing
Convention/Tradeshow Planning
Catering Management
Chain Restaurant Management
Managed Services/Contract Feeding
Bar and Beverage Management
Kitchen Manager/Chief Steward
Resort Management
Bed and Breakfast Operations
Game/Casino Management
Spa Management
Club Management
Cruise Ship Careers
Travel Manager
Destination Managements
Tour Operations
CVB or Public Tourism Office
Wine or winery manager
b. First make contact with a manager in the area of your choice. Explain to them the objectives of
this project—I recommend you give him a copy of this assignment. Negotiate a time that is
mutually convenient for both you and the manager, but try to be very flexible. When you are
spending time with the manager, keep in mind that he/she is also forming an impression of you.
2.
The learning objectives of this project are:
a. to describe the roles, responsibilities and challenges facing a manager in a specific sector of
the hospitality industry,
b. to assess the pros and cons of working in the industry sector studied, and
c. to compare your personal strengths and challenges to those required of a manager in the
hospitality industry and to create a personal development plan for yourself.
3.
Items to submit via Blackboard as per syllabus due dates
Proposal sheet (submit form via Blackboard) (5 pts)
Part One: Background information on the company and industry sector (15 pts)
a. Career information: typical management job titles and career paths in the organization and
industry sector based on research inside and outside the company; entry point jobs.
b. Skills required: list of the characteristics and skills a person needs based on analysis of job
ads in the occupational category—ads also can be from outside this particular company.
c. Operational characteristics: volume and type of business handled by the company: e.g.,
number of seats, rooms; number of employees; hours of operation and typical work
schedules; use of specialized equipment, including technology; peak operational periods.
d. Other information that will increase the value of your report, e.g., international scope, growth
of company, opportunities to travel.
5
Part Two: Personal Interview Questions with Responses (15 pts)
a. Day in the life of the manager: regular duties and paperwork; typical operational or personnel
problems they face in any given day; most significant source of career/personal stress they
have to deal with on an ongoing basis.
b. Career information: their personal career path; their personal opinion of the industry as a
place for employment and why; their professional opinion of the future of the industry; their
personal list of the top characteristics and skills a person needs to be an effective manager in
the hospitality industry and in their job specifically.
For your oral presentation, you should prepare: (15 points)
a. a professional POWERPOINT PRESENTATION lasting fifteen minutes which summarizes
interview and research findings and meets the following goals:
 describes the roles, responsibilities and challenges facing a manager in a specific
sector of the hospitality industry,
 assesses the pros and cons of working in the industry sector studied, and
a. compares team members personal strengths and challenges to those required of a manager in
the hospitality industry – should conclude with statements of how well you fit this job
b. submit to me [at the start of your team presentation in class] a copy of the blank grading sheet in this
syllabus with your topic and names written in.
Both the information content and presentation quality will be graded.
6
STH 102: INTRODUCTION TO TOURISM AND HOSPITALITY
PROPOSAL SHEET: Scan and submit via BB as per syllabus
CAREER FIELD OR SECTOR: __________________________________________________
Print GROUP MEMBER names on lines below:
________________________________
____________________________________
_______________________________
____________________________________
________________________________
____________________________________
INTERVIEWEE NAME:
___________________________________________
JOB TITLE:
___________________________________________
COMPANY:
___________________________________________
DEPARTMENT:
___________________________________________
ADDRESS:
___________________________________________
CITY, STATE, ZIP:
___________________________________________
CONTACT PHONE:
___________________________________________
CONTACT EMAIL:
___________________________________________
I agree to participate in the management interview for the STH 102 course.
__________________________
Print name of interviewee
_________________________________
Signature
____________
Date
On behalf of my team, I have contacted and received permission to formally interview the
above named manager. Print name, sign and date if you were the contact liaison with the
interviewee.
__________________________
Print name of student
_________________________________
Signature
7
____________
Date
GRADING SHEET: Fill in names/topic only and submit at start of
presentation to Dr. Canziani
Company of Interview: __________________________________________________
Print GROUP MEMBER names on lines below:
________________________________
____________________________________
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
________________________________
____________________________________
________________________________
____________________________________
Overall Report Presentation
Masterful, including ability to answer questions
Professional—including appropriate dress
Grading sheet and powerpoints submitted on time
Content
Ideas and content are important to the class
Presentation is focused and informative about industry.
It holds the audience’s attention.
Personal reflections demonstrate relevance to fellow
students and potential job seekers.
Illustrations, stories, or media aids enhance
understanding of presentation.
Organization
Order, structure of information is compelling and moves
us forward. Transitions from one student to another are
seamless and make sense.
Begins with a hook. Ties facts together. Ends with a
strong point helping students take action.
Audience-focus
Focus is on student as job seeker—what students
entering STH need/want to know.
Invites audience to participate actively.
Presentation Fluency
Group is at ease and well-practiced as a team, including
use of technology.
Obviously group’s own words and style—no plagiarism.
Speaking is articulate using college level language and
phrasing. No slang or inappropriate vocabulary or pause
words.
Speaking is sufficiently loud and not robotic. NOTE:
Students who are simply reading from papers or note
cards will receive no credit for this assignment. You
must engage the audience.
8
Points (1 point each)
Yes
No
Yes
No
Yes
No
Yes
Yes
No
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
Yes
No
No
Yes
No