Department of Marketing, Entrepreneurship, Hospitality, and Tourism
Bryan School of Business, UNCG
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 to 10; 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 on Mondays and Wednesdays—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. No meeting is planned for that day.
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. YOU NEED TO AVOID THE LACK OF
CREDIBILITY THAT THESE EXCUSES CREATE IN YOUR REPUTATION. The due date is the
last day an assignment can be turned in -- it can be turned in any time before that date,
e.g., you know you are going out of town early for a break. 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:
Description
5 online tests
[25 pts each] Timed exams are open over several calendar days;
students can take test when they want but must take/submit the test before syllabus
due date/time. Tests CANNOT be started, saved and resumed later; once started, the
test must be continuously taken and completed within minutes allotted.
6 home works to be submitted ONLY to BB x 10 pts each; individual grades assigned
Experiential Education (Choice of one activity worth 15 points) Choice of activities
includes job shadowing, event volunteerism, career center resume development.
TOTAL POSSIBLE
Points value
SLOs Met
125 pts
1, 2,4-6
60 pts
1-6
15 pts
1-6
200 PTS
ASSIGNMENT POLICY:
Due to the web blended 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 (chapters, lectures, and BB readings/ppts etc.) after the previous test—
regular tests are not comprehensive. No make-ups of tests 1-5 will be given for any reason. A
comprehensive 25-pt opt-in test will be posted during last days of course to replace lowest test
score of the semester – optional, cannot harm grade. Will manually switch with lowest score.
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
Week
Starting
M, 8/18
W, 8/20
F, 8/22
M, 8/25
W, 8/27
F, 8/29
M, 9/1
W, 9/3
F, 9/5
M, 9/8
W, 9/10
A+
A
AB+
B
165-160
159-154
153-146
145-140
139-134
BC+
C
CD+
Topic—NOTE: Due to WEB blended nature
of this class, In class sessions will be held
M/W only; all class work due via UNCG
Blackboard Website ONLY
Classes Begin—Brief overview of syllabus
History and Careers in Hospitality & Tourism
Operational characteristics of the Hospitality
& Tourism Industry
Service quality and philosophy of hospitality
133-126
D
125-120
D119 and below F
Assignment due
Review syllabus on BB
Chapter 1
Submit HMK 1 by 5 pm
Chapter 1
Chapter 1
Submit HMK 2 by 5 pm
Labor Day Holiday
Homework 2 discussion
The Tourism System
Tourism Economics & Other Impacts
Chapter 9
Chapter 9
3
Exam
F, 9/12
M, 9/15
W, 9/17
F, 9/19
M, 9/22
W, 9/24
F, 9/26
M, 9/29
W, 10/1
F, 10/3
M, 10/6
W, 10/8
F, 10/10
M, 10/13
W, 10/15
F, 10/17
M, 10/20
W, 10/22
F, 10/24
M, 10/27
W, 10/29
F, 10/31
M, 11/3
W, 11/5
Discussion of Homework 3
Destination Marketing & Promoting Tourism
Submit HMK 3 by 5 pm
Chapter 9
Chapter 9
Travel Motivation & Consumer Research
Chapter 9
Exam 1 opens 1 pm
Chapters 1&9 plus
Exam 1 closes 5 pm
Open tourism topic—possible guest speaker
Hotel Development and Classifications
Hotel Expansion and Contracts
Rooms Division—Admin/Org
Open hotel topic—possible guest speaker
FALL BREAK, NO CLASS
Hotel Food & Beverage, Catering
Students doing EE Option 1 or 2 must verify
their sites or events and work dates
schedules by today 12 noon on BB.
Students doing EE Option 3 must evidence
uploading of resume to SpartanCareers.
Meetings Industry
Open meetings topic—possible guest
speaker
Restaurant Classification Systems
Restaurant Menu Evaluations
Chapter 2
Chapter 2
Submit HMK 4 by 5 pm
Chapter 3
Chapter 3
Chapter 4
I will open a BB assignment
for you to submit either
site/event information or
verification of uploaded
resume/profiles by 12 noon.
Chapter 12
Chapter 12
Chapter 6
Chapter 6
Submit HMK 5 by 5 pm
Chapter 7
Chapter 7
Menu Engineering
Open restaurant topic—possible guest
speaker
F, 11/7
M, 11/10
W, 11/12
F, 11/14
M, 11/17
Beverage management
Beverage management
W, 11/19
Beverage management
Chapter 5
Chapter 5
Submit HMK 6 by 5 pm
Chapter 5
Chapter 5
Beverage management
F, 11/21
M, 11/24
W, 11/26
F, 11/28
M, 12/1
No final exam
for this
course
Experiential Education Forms
or CSC Approved Resume
Verification due- no exception
Review of Experiential Education
Thanksgiving Holiday
Thanksgiving Holiday
Review of Experiential Education
We will not meet during final exam period
All work must be completed by last day of
class, December 1, 2014
4
Exam 2 opens 1 pm
Chapters 2&3 plus
Exam 2 closes 5 pm
NOTE: FEEL FREE TO
DO THIS EARLIER IN
SEMESTER
Exam 3 opens 1 pm
Chapters 4&12 plus
Exam 3 closes 5 pm
Exam 4 opens 1 pm
Chapters 6&7 plus
Exam 4 closes 5 pm
Exam 5 opens 1 pm
Chapter 5 plus
Exam 5 closes 5 pm
(Opt-in exam opens
& is comprehensive)
NOTE: FEEL FREE TO
DO THIS EARLIER IN
SEMESTER
Opt-in exam closes
Scoring Rubric USED FOR HOMEWORK 1
Tone
No credit
0
Language is
inappropriate,
offensive, or
homework not
submitted.
Content
A majority of
items missing or
homework not
submitted.
Mechanics
The homework
is not
intelligible due
to the number
of errors or
homework not
submitted.
Photograph not
submitted with
the homework.
Photograph
Below
1
Language is
unrefined and/or
indicates
carelessness in
attention to a
professional
audience.
Significant
evidence of
information not
addressing the
homework
requirements or
missing.
More than three
grammatical or
spelling errors;
requires
considerable
revision for
professional use
Inappropriate
image leading to
reduced positive
impression of the
student.
Target
2
Language is
articulate using
college level
language and
phrasing for the
most part.
Above
2.5
Language is articulate
using college level
language and phrasing.
No slang or
inappropriate
vocabulary.
Information
required for the
homework
assignment is
mostly present with
some weaknesses
due to lack of clarity
or detail.
Two or three
grammatical or
spelling errors;
needs slight revision
for professional use
Information clearly
addresses each part of
the homework
assignment, with at least
one strong response for
each item.
Photograph is
relatively neutral in
tone and offers a
view of the student
that is acceptable in
a professional
context.
Photograph supports a
professional image of
the student and is
acceptable for any use
including employment
and networking sites.
Score
No significant
grammatical or spelling
errors; professional and
worthy of publishing to
employment and
networking sites.
Total score _______________________
5
Formal Essay Scoring Rubric USED FOR HOMEWORKS 2 AND 3
No Credit
0
No introduction is
provided or
homework is not
submitted.
Below
1
Thesis, question, or
statement to explore
lacks some clarity
and overview is not
succinct;
introduction rambles
or is disorganized
Target
2
Thesis, question, or
statement to explore
lacks some clarity or
overview is not
succinct
Above
2.5
Includes a plainly
stated thesis,
question, or
statement to
explore; overview
that clearly
introduces what the
body of the paper
will cover
Body
The essay is too
short to satisfy
the requirements
of the homework
or homework is
not submitted.
Paragraphs lack
points of proof and
supported evidence
(“evidence” is mainly
writer’s opinion);
paragraphs off focus;
bridges between
paragraphs not used
Each paragraph
includes one point of
proof clearly stated
but lacks strong
evidence of support;
some paragraphs not
tightly focused on
the topic; some
paragraphs lack a
bridge sentence to
the next.
Each paragraph
includes one point of
proof clearly stated
and supported with
at least one piece of
strong evidence;
each paragraph is
focused on the topic;
each paragraph has
bridge sentence to
the next.
Conclusion
There is no
conclusion
provided or the
homework is not
submitted.
Is unfocused, lacks
clarity, introduced
new material, and
rambles away from
the topic
Lacks some focus
and clarity, includes
some new material,
or gets off track.
Focused and clear
closing does not
include new
material; succinctly
sums up entire paper
Mechanics
The homework is
not intelligible
due to the
number of errors
or homework not
submitted.
More than three
grammatical or
spelling errors;
requires
considerable revision
Two or three
grammatical or
spelling errors; needs
slight revision
No significant
grammatical or
spelling errors; highly
polished and
professional; essay
could be published
Introduction
Total score _______________________
6
Annotated Trend Examples: Scoring Rubric USED FOR HOMEWORKS 4 AND 5
No Credit
0
A majority of
trend items
missing or
homework not
submitted.
Below
1
Significant evidence
of information not
addressing the
homework
requirements or
going off focus.
Annotations
A majority of
annotations
missing or
homework not
submitted
Annotations lack
some clarity and
detail to make them
useful for
understanding the
trend.
Source
documentation
A majority of
sources are
omitted or
homework not
submitted.
Mechanics
The homework is
not intelligible
due to the
number of errors
or homework not
submitted.
Some sources are
omitted or there are
errors in the citation
making it difficult for
the reader to locate
the sources.
More than three
grammatical or
spelling errors;
requires considerable
revision
Content
Target
2
Information required
for the homework
assignment is mostly
present with some
weakness due to lack
of clarity or detail on
some trends.
A majority of
annotations are well
detailed and are
useful for
understanding the
trend.
Above
2.5
Information clearly
addresses each part
of the homework
assignment, with at
least one strong
response for each
trend.
All annotations are
well detailed and are
useful for
understanding the
trends exemplified.
Most items are
appropriately cited in
APA style
Each item is
appropriately cited in
APA style
Two or three
grammatical or
spelling errors; needs
slight revision
No significant
grammatical or
spelling errors; highly
polished and
professional.
Total score _______________________
7
EE OPTION 1: JOB SHADOW STUDENT REFLECTION FORM (15 points)
Open this form to a new word document and type up your answers in 12 point Times New
Roman font. Obtain supervisor signature before submitting to the instructor. No page limit.
Student Name:
Company/Organization:
Department:
Address/City/State:
Dates/Hours Worked:
Supervisor Name:
Supervisor Email:
Supervisor Signature:
1. Describe the department/work site you visited.
2. What type of work activities did you observe during your job shadowing experience?
3. What did you like best about your job shadowing experience?
4. What did you like least about your job shadowing experience?
5. What surprised you most about what you observed, heard, did, or learned?
6. If you wanted to work in the department/work site you visited, what might you do to
prepare during your college years?
7. Would you consider a career in the type of industry and organization in which you job
shadowed? Why or why not?
8. From your perspective (your personal interests, abilities, and goals) identify aspects of
the job that were positive and negative:
9. Did the job shadowing experience influence your career choice/goals? How?
10. In what way did this activity increase your connection to the employer or organization?
By submitting this form, I confirm my attendance at this event, and that I have abided by the
Honor Code of this university.
Student Signature ________________________________________ Date ____________
8
EE OPTION 2: EVENT VOLUNTEER STUDENT REFLECTION FORM (15 points)
Open this form to a new word document and type up your answers in 12 point Times New
Roman font. Obtain supervisor signature before submitting to the instructor. No page limit.
Student Name:
Event Name:
Sponsor Organization:
Event Venue:
Dates/Hours Worked:
Supervisor Name:
Supervisor Email:
Supervisor Signature:
1. Describe the event at which you volunteered.
2. What type of work activities did you complete during your experience?
3. What did you like best about your event experience?
4. What did you like least about your event experience?
5. What surprised you most about what you observed, heard, did, or learned?
6. If you wanted to work in the meetings and event field, what might you do to prepare
during your college years?
7. Would you consider a career with the sponsor or event organization? Why or why not?
8. From your perspective (your interests, abilities, and goals) identify aspects of the
volunteer work that were a good fit for you.
9. Did the event experience influence your career choice/goals? How?
10. In what way did this event increase your connection to the community (geographic and/or
sponsor organization) of the event?
By submitting this form, I confirm my attendance at this event, and that I have abided by the
Honor Code of this university.
Student Signature ________________________________________ Date ____________
9
EE OPTION 3: CAREER SERVICES CENTER APPROVED RESUME (15 points)
THE FOLLOWING INFORMATION AND RESUME DEVELOPMENT WILL BE SUPPORTED BY
THE CAREER SERVICES CENTER AT UNCG. To receive your 15 points you must have a resume first
uploaded to Spartan Careers and then approved by CSC by the due dates in the syllabus.
In order to succeed in the job-searching process, you must have an effective resume. It is your FIRST
IMPRESSION to someone who most often, doesn’t know you. A resume provides a potential employer with a
summary of your skills, experiences, academic endeavors, certifications, research opportunities, and
extracurricular experiences. Most employers only spend between 10-20 seconds analyzing the resume of a
potential candidate. Therefore, it is essential that you have a concise, yet descriptive resume. In addition, it
must be both easy to read and interpret. Your goal is to advance to the next step in the job search process,
which is usually the interview!
We want you to create a resume that prepares you for college level experiences such as joining student
organizations, applying to scholarships, part-time jobs and internships.
A resume can be a very subjective document. For the purposes of this assignment, the objective aspects (cut
and dry, right or wrong) of the resume will be evaluated by CSC professionals. These are the types of mistakes
that an employer will pick up on and 99% of the time will deny your candidacy over.
COMMON MISTAKES: Review these and make sure NOT to do them. See the resume example on the
following page.
 UNCG education not listed or not listed first.
 Degree, major and anticipated graduation date not listed.
 Inclusion of personal information such as birth date or photo.
 Unnecessary employment information listed such as hourly wage, previous supervisor’s name,
employer street address and zip code. This information may be needed for a formal application
but not on the resume.
 References listed on the resume itself (References go on a separate page).
 Overall general lack of information; work experiences not described to bring our transferable skills
 Use of templates with designs – all students should avoid this because this makes the file size of
the resume larger.
 Word wrapping to a second page because of large margins and double spacing.
Source: MTSU Career Development Center
YOUR GRADE WILL BE COUNTED AS FOLLOWS:
 Worth 15 points for going through the process to get a CSC approved Spartan Careers resume by due
dates in syllabus following the Steps for SPARTAN CAREERS approval.pdf instructions from CSC
on our Blackboard course under this course syllabus document.
NEED HELP? Career Services Center is located in the EUC near Subway and the career team is available to
assist you Monday- Friday 10am-5pm – just walk right in! Or check them out online – see example resumes,
watch career videos and access all online resources in the DIIY site – www.uncg.edu/csc click Students and
check out the Tool Box.
10
Resume Sample from Career Services Center
For additional assistance with a resume visit Career Services (in the EUC near Subway) M-F 10am-5pm
Steven Thompson
341 S. Elm St.
Greensboro, NC 27405
sample@uncg.edu
336-332-0000
OBJECTIVE
Seeking a part-time position as a Cashier at Food Lion, using strong customer service skills to
provide a positive shopping experience for all patrons
EDUCATION
The University of North Carolina at Greensboro – Greensboro, NC
Bachelors of Arts, English, May 2018
Amos B. Smith High School, Greensboro, NC
High School Diploma, June 2014
Honors: Honors Society (GPA: 3.95)
Mock Trial Team, Regional Winner, 2013
Relevant Coursework: Related Introduction to Journalism, Computer Applications, Keyboarding,
Debate Courses and Advanced Placement English
WORK EXPERIENCE
Family YWCA, Greensboro, NC
Lifeguard, May 2012–August 2014, seasonally
• Enforced pool standards at all times, in order to ensure a safe swimming environment for all
visitors.
• Created and distributed posters and pamphlets across the state to promote safe swimming
procedures.
• Recruited, trained, and supervised two Junior Lifeguards.
Summerfield Movie Theatre, Greensboro, NC
Cashier, February 2012–May 2014
• Used superior customer service skills to greet patrons and accurately handle all financial
transactions.
EXTRACURRICULAR ACTIVITIES
Activities Swim Team, Member, Amos B. Smith High School, 2013–2014
Mock Trial Club, Member, Amos B. Smith High School, 2011–2014
Biology Club, Secretary, Amos B. Smith High School, 2012–2013
VOLUNTEER EXPERIENCE
Greensboro Urban Ministries, Greensboro, NC, April 2014–June 2014
Moses Cone Medical Center, Greensboro, NC, December 2013
American Red Cross, Greensboro, NC, October 2012–May 2013
SKILLS
Computer: MS Office 2012/XP (Word, Excel, PowerPoint)
Languages: Basic Spanish
11