Western Carolina University
Hospitality and Tourism Management Program Assessment Report
Department of Business Law, Hospitality and Tourism, Sports Management
College of Business
2007-2008
Prepared by:
Hospitality and Tourism Management Faculty
College of Business
Western Carolina University
Cullowhee, North Carolina 28723
Contents
Part I: Hospitality and Tourism Management Program Assessment Plan for 2007-2008
Part II: Hospitality and Tourism Management Program Assessment Findings for 20072008
Part III: Implementation Plan—Reflections, improvements, Changes to be Made in
Assessment for 2008-2009
Attachments
Part I: Hospitality and Tourism Program Assessment Plan for 2007-2008
Western Carolina University
Hospitality and Tourism Management Program Assessment Plan
Department of Business Law, Hospitality and Tourism, Sports Management
College of Business
Assessment Plan for 2007-2008
Primary Contact Name/Information
Debra Burke, Department Head
Business Law, Hospitality and Tourism, Sports Management, 828-227-3720 burke@wcu.edu
Mission of Western Carolina University
Teaching and learning constitute the central mission of Western Carolina University. The
University seeks to create a community of scholarship in which the activities of its members are
consistent with the highest standards of knowledge and practice in their disciplines.
The commitment of the community to service, research and creative activities complements the
central mission and extends the benefits of its scholarship to society. As a major public resource
for western North Carolina, the University assists individuals and agencies in the region through
the expertise of its faculty, its staff, and its students.
College of Business Mission Statement
The College of Business will be a leader among schools of business in graduating students that
meet the needs of industries, markets and institutions from the local to the global level.
Graduates will achieve their high performance and innovative leadership potential through a
program of active learning involving academic studies enhanced by practical experience gained
from engagement opportunities with businesses and economic and community development
agencies.
BL/HT/SM Department Mission Statement
The Unit’s mission is to offer undergraduate and graduate students a quality education in the
areas of Business Administration and Law, Business Policy, and Strategy. This is accomplished
through synergistic teaching, research and service. Faculty development in these areas is
strongly encouraged.
The Department supports the roles and missions of the Forsyth College of Business and Western
Carolina University. Thus, a community of scholarship is encouraged at both the undergraduate and
graduate levels, wherein a forum for examining principles, needs and issues relative to the business
world is provided. The Department provides an educational experience that meets or exceeds AACSB
standards.
Computer applications, internationalization of the curriculum, and ethical business standards are
encouraged. Further, theory is blended with practical experience through a variety of innovative teaching
techniques to ensure that students are exposed to material that is on the ‘cutting edge’ of the business
world. Students are encouraged (and supported) to engage in professionally related clubs/associations,
co-ops and internship programs, as well as research with faculty. Also, a dedicated faculty assists
students individually and collectively through strong advising and placement efforts. These combined
endeavors help develop analytical thinking and effective communication among students.
Hospitality & Tourism Management Program Mission
The mission of the Hospitality and Tourism Management program is to prepare its graduates for
management careers in hospitality and tourism through excellent teaching, learning, research,
creative endeavors, and service to the university, the industry, and the community.
Statement on Alignment of Program Mission with the University and College Mission
The Hospitality and Tourism Management program focuses on educating undergraduates to
work as professionals in the industry. This program focus is in line with the university, college
and department missions. Western Carolina University’s central focus is on teaching and the
college and department seek to prepare students to be leading professionals in the business
world through academics as well as practical experience. The hospitality and tourism
program,also seeks to contribute to scholarship through a variety of activities including
research, creative endeavors, and service to the university, the industry, and the community.
The Goals of the Hospitality & Tourism Management Program
The major goals of the program are to provide students with a high quality hospitality and
tourism business management degree that offers students the following:
1) an understanding of hospitality and tourism business practices and theories
2) the knowledge and application of hospitality and tourism concepts
3) experiences that allow students to become future hospitality and tourism industry leaders
and good citizens through personal growth and self reflection.
Intended Student Learning Outcomes
1. Students will successfully complete an internship in hospitality or tourism management.
2. Students will be able to define and use hospitality and tourism terms and concepts
3. Students will demonstrate effective citizenship abilities
4. Students will be able to apply business and hospitality and tourism industry skills such as
management, marketing, research, and planning skills.
5. Students will demonstrate knowledge of effective hospitality and tourism management and
leadership and team work skills.
6. Students will demonstrate effective communication skills in hospitality and tourism
management.
Intended Student Learning Outcomes, Experiences, Methods of Assessment, and
Findings of Assessment for the 2006-2007 Academic Year
Intended Student Learning Outcome
Students will successfully complete an internship in hospitality or tourism.
Curricular and/or Co-Curricular Experiences
Completion of a 300 hour internship in hospitality or tourism.
Students will work in the hospitality and/or tourism industry for their internship.
The internship should ideally be completed between the junior and senior year after the
completion of the majority of the degree requirements.
Methods of Assessment
The internship will be assessed through the following:
a. Internship Evaluation Instrument – Employee evaluation to be completed by
the internship supervisor (employer) at the end of the semester (see the
attached instrument). Every student will be evaluated.
b. Written report of the internship—report written by the student and evaluated by
the faculty supervisor (see the attached report guidelines). All students will
complete the report and the reports will be evaluated by the faculty supervisor.
Intended Student Learning Outcome
Students will be able to define and use hospitality and tourism terms and concepts
Curricular and/or Co-Curricular Experiences
Students will complete the HT 130 Introduction to Hospitality & Tourism course
Students will complete a 300 hour hospitality and tourism internship
Methods of Assessment
Students will be assessed in the following manner:
a. Student knowledge of hospitality and tourism terms and concepts will be determined by a
passing grade of 75% or greater on the Hospitality and Tourism Terminology and
Concepts Test. The test will be completed by all students and evaluated by the instructor
of the HT 130 class.
b. Written report of the internship—report written by the student and evaluated by the faculty
supervisor (see the attached report guidelines). All students will complete the report and
the reports will be evaluated by the faculty supervisor.
Intended Student Learning Outcome:
Students will demonstrate effective citizenship abilities
Curricular and/or Co-Curricular Experiences
Students will complete a service learning experience related to hospitality and tourism.
The experience can occur during a variety of classes such as HT 130 (Introduction to Hospitality
& Tourism), an elective such as HT 232 (Quality Service), or a variety of other courses.
Alternatively the experience can take place through involvement in a service learning project
with an organization such as the Eta Sigma Delta hospitality honor society, or another hospitality
or tourism club.
Methods of Assessment
Students will be assessed on their able to demonstrate effective citizenship abilities through
the following:
a. Participation in a significant service learning project related to hospitality & tourism—
defined by the hospitality & tourism faculty
b. A student reflection paper completed by every student who completes a service learning
project in hospitality & tourism. The reflections will be evaluated by the instructor or
club/group advisor involved in the project and the experience will be discussed between
the student and the instructor
Intended Student Learning Outcome:
Students will be able to apply business and hospitality and tourism industry skills such as
management, marketing, research, and planning skills.
Curricular and/or Co-Curricular Experiences
Students will complete a significant project related to hospitality and tourism planning.
The project will be completed in the HT 436 (Tourism Planning) class.
Methods of Assessment
Students will complete a significant project related to hospitality and tourism planning and
student projects will be assessed by faculty using specific criteria. (See the examples attached).
Intended Student Learning Outcome
Students will demonstrate knowledge of effective hospitality and tourism management and
leadership and team work skills
Curricular and/or Co-Curricular Experiences
Students will gain knowledge and experience of effective hospitality and tourism management
and leadership skills through their successful completion of course work and participation in
hospitality and tourism organizations and events
Methods of Assessment
Students will be assessed in a variety of ways including:
a. Successfully passing final examinations in HT 339 (Food & Beverage Cost Control)
And HT 432 (Hospitality Supervision), and at least one HT elective course
b. Internship Evaluation Instrument – Employee evaluation to be completed by the
internship supervisor (employer) at the end of the semester (see the attached instrument
). Every student will be evaluated.
Intended Student Learning Outcome:
Students will demonstrate effective communication skills in hospitality and tourism management.
Curricular and/or Co-Curricular Experiences
Students will present knowledge and experiences of effective hospitality and tourism
management content through formal presentations given as part of their course work and
participation in hospitality and tourism organizations and events.
Methods of Assessment
Students will be assessed through the following:
a. Formal assessment of an oral presentation to a hospitality and tourism class using an
oral presentation rubric
b. Peer feedback on an oral presentation in HT 436 (Tourism Planning) or another HT
course
Part II: Hospitality and Tourism Program Management Assessment Findings for 20072008
Western Carolina University
Hospitality and Tourism Program Assessment 2008-2009
Department of Management and International Business
Findings
In the section below the findings of the assessment practices for 2008-2009 are reported. Much
of the information above is repeated so that the reader can see how the assessment relates to
the learning outcomes.
1) Intended Student Learning Outcome:
Students will successfully complete an internship in hospitality or tourism.
Curricular and/or Co-Curricular Experiences
Completion of a 300 hour internship in hospitality or tourism.
Students will work in a hospitality and/or tourism setting in a paid or unpaid internship.
The internship should ideally be completed between the junior and senior year after the
completion of the majority of the degree requirements.
Methods of Assessment
The internship will be assessed through the following:
c. Internship Evaluation Instrument – Employee evaluation to be completed by
the internship supervisor (employer) at the end of the semester (see the
attached instrument in Appendix A). Every student will be evaluated.
d. Written report of the internship—report written by the student and evaluated by
the faculty supervisor (see the attached report guidelines in Appendix B). All
students will complete the report and the reports will be evaluated by the
faculty supervisor.
Findings
Twenty HT students completed their internships during the 2007-2008 academic year (and at
least 18 more are completing it during the summer of 2008). All 20 of the students received
satisfactory grades on their internships due to positive evaluations from their supervisors and
competent completion of their internship reports. The average score on the internship evaluation
was 3 or above average on a scale of 1-4. All components of the internship reports were
completed.
2) Intended Student Learning Outcome:
Students will be able to define and use hospitality and tourism terms and concepts
Curricular and/or Co-Curricular Experiences
Students will complete the HT 130 Introduction to Hospitality & Tourism course
Students will complete a 300 hour hospitality and tourism internship
Methods of Assessment
Students will be assessed in the following manner:
c. Student knowledge of hospitality and tourism terms and concepts will be determined by a
passing grade of 75% or greater on the Hospitality and Tourism Terms and Concepts
Test. The test will be completed by all students and evaluated by the instructor of the HT
130 class.
d. Written report of the internship—report written by the student and evaluated by the faculty
supervisor (see the attached report guidelines). All students will complete the report and
the reports will be evaluated by the faculty supervisor.
Findings
The students passed the vocabulary test. See the vocabulary terms and concepts in Appendix
C. The vocabulary terms were also used correctly by students throughout their internship
reports.
3) Intended Student Learning Outcome:
Students will demonstrate effective citizenship abilities
Curricular and/or Co-Curricular Experiences
Students will complete a service learning experience related to hospitality and tourism.
The experience can occur during a variety of classes such as HT 130 (Introduction to Hospitality
& Tourism), an elective such as HT 232 (Quality Service), or a variety of other courses.
Alternatively the experience can take place through involvement in a service learning project
with an organization such as the Eta Sigma Delta hospitality honor society, or another hospitality
or tourism club.
Methods of Assessment
Students will be assessed on their able to demonstrate effective citizenship abilities through
the following:
c. Participation in a significant service learning project related to hospitality & tourism—
defined by the hospitality & tourism faculty
d. A student reflection paper completed by every student who completes a service learning
project in hospitality & tourism. The reflections will be evaluated by the instructor or
club/group advisor involved in the project and the experience will be discussed between
the student and the instructor
Findings
Students participated in service learning in HT 438 and HT 337 by volunteering at the Mountain
Heritage Day and in HT 436 by completing a project for the Mountain Heritage Center. Student
reflection papers from these classes revealed that students learned from these experiences and
while they did not necessarily enjoy them completely, as they often involved a great deal of
work, overall they felt that they were worthwhile. Please see the attached example student
reflections (with the hard copy only—see Appendix D).
4) Intended Student Learning Outcome:
Students will be able to apply business and hospitality and tourism industry skills such as
management, marketing, research, and planning skills.
Curricular and/or Co-Curricular Experiences
Students will complete a significant project related to hospitality and tourism planning.
The project will be completed in the HT 436 (Tourism Planning) class.
Methods of Assessment
Students will complete a significant project related to hospitality and tourism planning and
student projects will be assessed by faculty using specific criteria.
Findings
Students completed a significant project for the Mountain Heritage Center fall semester 2007.
Forty-four students were divided into eight groups to complete the project. All of the students
completed the project with a passing grade. The rubric used is attached (see Appendix E).
Average scores on the rubric were 2.5 indicating that students were developing competencies in
the skills need to complete the project.
5) Intended Student Learning Outcome:
Students will demonstrate knowledge of effective hospitality and tourism management and
leadership and team work skills
Curricular and/or Co-Curricular Experiences
Students will gain knowledge and experience of effective hospitality and tourism management
and leadership skills through their successful completion of course work and participation in
hospitality and tourism organizations and events
Methods of Assessment
Students will be assessed in a variety of ways including:
c.
Successfully passing final examinations in HT 339 (Food & Beverage Cost Control)
And HT 432 (Hospitality Supervision), and at least one HT elective course
d. Internship Evaluation Instrument – Employee evaluation to be completed by the
internship supervisor (employer) at the end of the semester (see the attached
instrument). Every student will be evaluated.
Findings
It is our understanding at this point that an exam score is not a useful assessment, however, the
scores for HT 339 reflect student competency in the area of food and beverage cost control, a
significant management tool for the hospitality and tourism industry. (See student exam
information attached—with the hard copy only—Appendix F). As mentioned previously, twenty
HT students completed their internships during the 2007-2008 academic year (and at least 18
more are completing it during the summer of 2008). All 20 of the students received satisfactory
grades on their internships due to positive evaluations from their supervisors and competent
completion of their internship reports. The average score on the internship evaluation was 3 or
above average on a scale of 1-4. All components of the internship reports were completed.
6) Intended Student Learning Outcome:
Students will demonstrate effective communication skills in hospitality and tourism
management.
Intended Student Learning Outcome:
Curricular and/or Co-Curricular Experiences
Students will present knowledge and experiences of effective hospitality and tourism
management content through formal presentations given as part of their course work and
participation in hospitality and tourism organizations and events
Methods of Assessment
Students will be assessed through the following:
c. Formal assessment of an oral presentation to a hospitality and tourism class using an
oral presentation evaluation tool
d. Peer feedback on an oral presentation in HT 436 (Tourism Planning) or another HT
course
Findings
Thirty students participated in oral presentations in the HT 436 class. The average score on the
presentation was a 3.5. (See the evaluation form attached in Appendix G-in the hard copy only).
Students showed skill in their set of Power Point slides and improvement from the beginning of
the semester to the end in terms of moving away from reading from their slides to more
interaction with their audience. Peer feedback also was positive. Students’ scores for each other
averaged 4.2 on the evaluation form used (see the peer evaluation form in Appendix H).
Part III: Implementation Plan—Reflections, improvements, changes to be made in
assessment for 2008-2009
There is room for much improvement in the assessment of the HT program. As a first step, the
HT faculty worked together at a faculty retreat on May 12, 2008 to talk about assessment for the
program and to increase our understanding of assessment concepts and practices. I also
attended the Summer Institute on Teaching and Learning and gained valuable information about
assessment through that workshop. Over the next year we will be working to improve our
program assessment by writing more clearly stated learning outcomes and tying those to our
class activities and assessment tools. All HT faculty are currently working to tie at least one of
their course objectives to the HT learning outcomes and to the College of Business Learning
goals to align our learning goals with assessment. Examples of the faculty members’ ongoing
work are included (in Appendix I).
Improvements for next year include addressing the goals and learning outcomes of the HT
program. They currently are the following:
The Goals of the Hospitality & Tourism Program:
The major goals of the program are to provide students with a high quality hospitality and
tourism business management degree that offers students the following:
1) an understanding of hospitality and tourism business practices and theories,
2) the knowledge and application of hospitality and tourism concepts
3) experiences that allow students to become future hospitality and tourism industry leaders
and good citizens through personal growth and self reflection.
Intended Student Learning Outcomes:
1. Students will successfully complete an internship in hospitality or tourism.
2. Students will be able to define and use hospitality and tourism vocabulary terms and
concepts
3. Students will demonstrate effective citizenship abilities
4. Students will be able to apply business and hospitality and tourism industry skills such as
management, marketing, research, and planning skills.
5. Students will demonstrate knowledge of effective hospitality and tourism management and
leadership and team work skills.
6. Students will demonstrate effective communication skills in hospitality and tourism
management.
The goals appear to represent what the HT program is about at WCU ad although the intended
learning outcomes are somewhat representative there is work to be done to improve their
wording, their true meaning for student learning, and their assessment. For example, we will
work to further demonstrate what is meant by effective citizenship abilities in #3 in terms of HT
and to clarify what skills are specific to HT majors in #4 above. We will also work on improving
our classroom assessment tools (CATs) so that they are more meaningful, including developing
rubrics for addressing outcomes #4 and #5. Each faculty member will also continue to address
assessment in their own classes and as individual instructors and as a program we will try to
design assessment strategies to close the loop—and to make assessment a central focus of our
HT program.
Appendices
Appendix A
WESTERN CAROLINA UNIVERSITY
HOSPITALITY AND TOURISM MANAGEMENT
INTERN EVALUATION FORM
Evaluation for: ___________________________________________Date_________________
Evaluation by: ________________________________________________________________
Name
Title
________________________________________________________________
Company
Address
Please use the following rating scale. Additional comments optional.
Rating Scale: 3 = Superior
2 = Average
1 = Below Average
0 = Unknown or Not Applicable
CRITERIA
RATING COMMENTS
Professional appearance
Professional manner
Positive attitude
Self-confidence
Initiative
Attendance
Desire to learn
.
Motivation
Dependable/reliable__________________ ________ ________________________________________
Resourceful/innovative/creative_________ ________ ________________________________________
Leadership skills
Decision making skills
Good judgment/common sense
Job knowledge
Technical skills
Quantity of work (productivity)
Quality of work (performance standards)
Service orientation - customer/guest
Service orientation - company
Organizational skills
Communication skills - oral
Communication skills - written
Receptive to constructive criticism
Cooperative
.
Emotional stability
Maturity
Relates well with others
Good listener
Team player
.
Industrious
Trustworthy
Sense of humor
.
Flexible
Ability to work independently
Ability to work with others
Considerate/sensitive toward others
Potential for development
Other
Other
Please return to professor supervising the student’s internship.
Appendix B
WESTERN CAROLINA UNIVERSITY
HOSPITALITY & TOURISM MANAGEMENT
INTERNSHIP PROGRAM
INTERNSHIP OBJECTIVES
Provide a setting in which the intern can integrate theory and practical application.
Develop the intern's ability to establish effective relationships with employers, employees, and the public.
Provide the intern a realistic understanding and appreciation of hospitality and tourism operations.
Provide training and on-the-job experience which will assist the student in securing employment upon
graduation and aid student in future job advancement.
RESPONSIBILITIES OF PARTICIPATING FIRMS
Plan a beneficial work experience for the intern selected. This experience should be briefly described in
writing including what the intern will be doing, areas in which he/she will be working and approximate time
to be spent in each area.
Provide student the opportunity to work, shadow or talk with individuals in major functional areas to give the
student insight into the management of the operation.
Designate one member of the participating firm as the intern's supervisor. This individual will be responsible
for supervising the intern's work experience and evaluating the intern's performance.
INTERNSHIP CRITERIA
Internships are typically undertaken the summer between the student's junior and senior year. This is to
ensure students have acquired an adequate background in their major to undertake their internship and to
prepare them for their senior year.
To be eligible to participate in the internship program a student must be in good standing with the university,
have an overall "C" average or better. Students who are ready to do an internship should contact a professor
overseeing the internships for that summer to discuss approved sites.
The student is then expected to contact the site and comply with company application and interview
procedures. Once an internship is offered and the student accepts, the student must complete an Internship
Information Form (attached) that provides the professor with both student and employer contact information.
The professor overseeing the internship will contact the facility to confirm the internship.
Internship requirements vary depending upon which catalog curriculum the student is under. The student
should check with their advisor to determine if they are required to complete a 3 credit hour or 6 credit hour
internship. The student must register for the internship and pay university fees for the semester in which they
undertake the internship in order to receive credit for the course(s).
INTERNSHIP REQUIREMENTS
1. Work a minimum of 150 hours for each 3 credit internship course.
Note: students must honor the length of employment commitment with their employer that was agreed
upon at the time of their hire even if they complete their university hour requirement before that time.
2. Provide official verification (time cards, pay stubs, etc.)
3. Fulfill job requirements given by employment supervisor and have supervisor submit the Intern
Evaluation Form (attached) to the professor.
4. Email or call the professor weekly to provide an update on student’s work experience and progress.
5. Write a final report about the company (report questions below)
INTERNSHIP GRADING
The student's grade will be based on the following evaluation breakdown.
Grading is S/U (satisfactory or unsatisfactory)
Employment Supervisor Feedback and Evaluation, Work Verification
Daily Journal, Final Report and Professor Evaluation
50%
50%
INTERNSHIP FINAL REPORT QUESTIONS
You are to discuss in-depth each of the following sections as they pertain to your internship site. The questions
under each section are to guide you in your discussion. Not all will apply to every situation. In such cases you will
want to include additional information that does apply to your internship site.
1. Description of the Operation
A. Type of facility (hotel, restaurant, club, resort, travel/tourism operation, CVB/Chamber of Commerce, etc.)
A. Location
B. Size and scope of operation (square footage, acreage, $ volume, # of rooms, # of seats, etc.)
C. Product mix
D. Level of service offered
2. Business Characteristics
A. Organization and Management
1. Ownership type
2. Chain affiliation
3. Departments within the property
a. Front-of-the-house
b. Back-of-the-house
c. Revenue centers
d. Cost centers
4. Organizational chart
B. Marketing
1. Who are the customers?
2. To what market segments does the operation appeal?
3. What are the customer demographics and psychographics?
4. How does the operation fit into the total market environment?
5. Who are the direct competitors?
6. What are the strengths and weaknesses of the operation compared to the competition?
7. What marketing strategy and tactics does the operation employ?
8. What marketing approaches have been the most and the least successful?
9. Additional marketing information you learned
C. Human Resource Management
1. Employee demographics (age, education, experience, average wages/salaries)
2. Number and type of full-time employees needed in each area of operation
3. Number and type of part-time employees needed in each area of operation
4. Number and type of managers and supervisors needed in each area of operation
5. Recruitment, selection, orientation, training/development, and evaluation methods
6. Employee incentive programs and employee benefits
7. Turnover rate, retention programs, disciplinary procedures, and exit procedures
8. Additional human resource information you learned
D. Operations and Administration
1. How does the organization manage the daily functions of purchasing, receiving, inventory control,
production and service?
2. How is the facility maintained and/or housekeeping managed?
3. Is equipment leased or purchased?
4. Does the firm have an energy management and an environmental program in place?
5. How is the accounting function managed?
6. To what extent does the operation use property management and point-of-sale computer systems?
7. What information is provided via the computer systems?
8. What measures are taken to ensure guest and employee safety and security?
9. Additional operations and administration information you learned
E. Financial Management
1. What are annual sales for rooms, food and beverage, catering, and other revenue centers?
2. What is the average occupancy rate?
3. What is the average room rate?
4. What is the average number of guests served daily in each of the food and beverage outlets?
5. What is the average sale in each of the operations?
6. What are the budgeted percents for each expense category as a percent of revenue?
7. What operational cost system is used?
8. What is the market value of the property?
9. Additional financial information you learned.
F. Strategic Planning
1. What are the operation's short and long range goals and objectives?
2. How will the operation change in the next two, five, and ten years?
3. What are the operation's strengths, weaknesses, opportunities, and threats?
4. Analyze one operational issue you have mentioned in F3.
a. State the problem/opportunity and the desired outcome.
b. Formulate a strategy for achieving the desired outcome.
c. Discuss how you would implement the strategy.
d. Discuss how you would monitor and evaluate the success of your plan.
5. Additional strategic planning information you learned.
G. Other Information Specific to Your Internship Site and Job Functions Not Covered in A - F.
For example, if you are at a hotel, what measures does the hotel take to ensure both guest and company
security? If you are at a restaurant, what safety and sanitation measures are taken? If you are at a club, what
additional information have you learned regarding club management, pro shops, golf operations, and sports
facilities?
3. Your Job Description During Your Internship
A. Job title and place(s) of employment within the company
B. Job summary
C. Specific duties and responsibilities
D. Qualifications to do your job
E. Work conditions
F. Salary and benefits
G. Job relationships - supervisors, subordinates, others within company with which you must maintain a
relationship in order to do your job
4. Write a short, reflective essay (one page) discussing your overall internship experience.
Appendix C
HT Terms and Concepts Test
1. A la carte
2. ADR
3. AHLA
4. American plan
5. American service
6. Average guest check
7. Back of house
8. Balance sheet
9. Business traveler
10. Capacity constrained business
11. Capture rate
12. Casual dining
13. Catering manager
14. CEMI
15. CMAA
16. Comp (room)
17. Concierge
18. Continental plan
19. Contribution margin
20. Controller
21. Convention services manager
22. CVB
23. Corporate club (non-equity)
24. Cost center
25. Covers
26. Cuisine
27. Cyclical menu
28. Demographics
29. Ecotourism
30. Empowerment
31. Entree
32. Equity club
33. European plan
34. Executive chef
35. Familiarization (Fam) tour
36. FIFO
37. Fine dining
38. Fixed menu
39. Floating resort
40. Food and beverage manager
41. Food cost percentage
42. Franchise
43. French service
44. Front of the house
45. Full service hotel
46. Full service restaurant
47. Gaming
48. Garde manger
49. General manager
50. Gross profit
51. HACCP
52. Hospitality industry
53. Hotelier
54. Human resources
55. Incentive travel
56. Income statement
57. Labor cost percentage
58. Leisure traveler
59. Limited service hotel
60. Management contract company
61. Marketing mix
62. Meeting/event planner
63. Menu engineering
64. Moments of truth
65. Multiplier effect
66. Night audit
67. Occupancy percentage
68. NRA
69. PCMA
70. PMS
71. Psychographic research
72. Purser
73. Quick service restaurant
74. Resident manager
75. Resort
76. Revenue centers
77. Revenue management
78. RevPar
79. Russian service
80. Sanitation rating
81. Service culture
82. Service gap
83. Service strategy
84. SMERF
85. Sommelier
86. Sous chef
87. SWOT analysis
88. Standard recipe
89. Sustainable tourism
90. Target market
91. TIAA
92. Timeshare
93. Travel & tourism industry
94. TQM
95. Trade show
96. Transient guest
97. Truth-in-menu laws
98. Turnover rate
99. Uniformed services
100. Vacation ownership
Appendix D
Student Reflections—hard copy only
Appendix E
HT 436 Project Rubric
Group #__________________________________
Authors’ names:
__________________________________
__________________________________
__________________________________
__________________________________
Site Reports
Beginning
1
Developing
2
Exemplary
4
some are cited in
the reports and in
APA format in the
text and at the
end
Most are
cited in the
reports and
in APA
format in
the text and
at the end
Answers most
questions
Answers
most
questions
carefully
Use of
sources
Not used
and in
improper
form
Research
Does not
answer any
questions
to ask of
sites.
Answers some
questions.
Does not
show effort
in writing
or form of
the reports
Shows some
effort in writing
and form—
reports go
together
somewhat
Is somewhat
carefully written
and in consistent
form
Is very
carefully
written
without
error and
consistent
form
Not logical,
site reports
Organization are missing
or are
confusing.
Some of the
reports are
understandable;
most are
confusing and
lack detail.
Most of the site
reports are
understandable;
some lack detail
or are confusing.
Reports are
logical and
adequately
detailed.
Writing
Some are used
but may be in
proper APA
format
Accomplished
3
Score
Conclusions—
Shows relevance
of site to overall
project
Presents an
illogical
explanation for
findings and
does not
address any of
the questions
suggested in
the template.
inaccurate.
None shown
Presents an
illogical
explanation
for findings
and addresses
few questions.
Both
complete,
minor
inaccuracies
Shows some
relevance
Recommendations
None shown
Show some
thought and
effort
Grammar &
Spelling
Very frequent
grammar
and/or spelling
errors.
More than two
errors.
Overall
Presents a
logical
explanation
for findings
and
addresses
some of the
questions
--accurate
Presents a
logical
explanation for
findings and
addresses most
of the
questionsneatly
completed and
totally
accurate.
Shows
relevance
Clearly and
carefully
Shows
relevance
Useful, show
thought and
effort
Carefully
written giving
thought &
effort—very
useful
Only one or
two errors.
All grammar
and spelling
are correct
Total
Comments:
Evaluator___________________________________________Date_______________
Appendix F
HT 339 course information—hard copy only
Appendix G
Oral Communication Evaluation Tool—hard copy only
Appendix H
HT 436 Project: SELF and PEER EVALUATION
Please rate yourself and the other members of your group, on a scale of 1 to 5, on how
well you are doing on the group projects (1 = Poor and 5 = Excellent).
PARTICIPANTS: include all
names
Contributions to the Project:
Help with planning:
Actual contributions
Research
Overall Written Work
Preparation for presentations
Participation in presentations
OVERALL WORK HABITS
Cooperation
Attendance at Group Meetings
Overall contributions
COMMENTS:
c:/groupevl.doc
Appendix I
Sample Faculty work on assessment—from Dr. Kyuho Lee
HT 232 Quality Service
Intended Student Learning Outcome
Students will be able to understand a variety of theories related to quality service in
the hospitality industry and develop a competitive quality service strategy including
service recovery strategy and service profit chain. In addition, students will analyze
and evaluate the benefits of quality service in a service organization. Furthermore,
students will improve their oral and written communication skills by taking this course.
Also, the course is designed to help students improve their critical thinking.
Method Assessment
Students will be assessed in a variety of ways including:
a.
Successfully completing a project in HT 232 (Quality Service). In the
project, each student selects a restaurant, visits the restaurant, and
evaluates the service quality of the restaurant on the basis of diverse
service quality dimensions. In addition, each student needs to develop a
continuous service improvement plan in the project for the restaurant
which they selected.
b.
Students form a group and find a service organization which has provided
excellent service for customers. Each group does an in-class presentation
on the service organization which they have selected.
c.
There are two class assignments related to quality service. The Instructor
will assess each student’s critical thinking ability, creativity, and written
communication skill through these two assignments.
HT 334 Restaurant Management
Intended Students Learning Objectives
Students will demonstrate knowledge of effective restaurant management, leadership
and team work skills. More specifically, students will understand the complex
restaurant industry, and a wide range of food service organizations from fast-food
restaurants to casual restaurants. In addition, students will learn the complexities of
the restaurant structure including franchising and chain operations. Also, students will
learn effective leadership skills that can be applied in the restaurant industry
Method of Assessment
Students will be assessed in a variety of ways including:
a. Successfully completing a project in HT 334 (Restaurant Management). In the
project, each student needs to form a group, select a publicly-traded
restaurant company, and assess the restaurant firm’s performances in a
variety of ways such as competitive strategy and financial performance.
b. Each student needs to select an emerging trend related to the restaurant
industry and present on the trend in the class.
c. There will be three class assignments which are designed to assess students’
ability of application regarding the concepts of restaurant management.
HT 331 Hospitality Facility Management
Intended Student Learning Objectives
Students will demonstrate knowledge of effective facility management in the hospitality
industry. Having successfully completed this course, the student should be able to
critique facility features to assess for operational and financial efficiency and analyze
design features and principles within a variety of hospitality settings.
Method of Assessment
Students will be assessed in a variety of ways including:
a. Successfully completing a project in HT 331 (Hospitality Facility Management).
In the project, each student develops her/his own restaurant or Bed &
Breakfast concept and designs the facility of the operation. At the end of
semester, each student presents their project in the class and submits their
written project report to the instructor.
b. Each student identifies an emerging trend in the hospitality facility and
presents the trend in the class ( Hospitality Facility Management Update
Presentation)
c. There will be two class assignments which are designed to assess students’
ability to apply concepts related to hospitality facility management.
Results of Assessment
a. Student class project: Each student will develop their own restaurant and Bed
& Breakfast concept and its facility design. This project allows students to
familiarize themselves with the intricacies of layout and design as well as
facility management in hospitality facilities and to better understand space
utilization and efficiency. Overall, most students completed this individual
project successfully and understood the important implications of the
hospitality facility design process and development. However, some students
stated that they would develop more diverse hospitality facilities such as hotel
resorts and golf clubs.
b. Hospitality Facility Management Update Presentation: Most students found an
interesting trend in the hospitality facility management using a variety of
secondary sources and shared their topics in the classes. The update
presentation is effective in many ways. For instance, students can learn a
variety of secondary sources to identify key trends in the hospitality facility
industry, organize the trend using PowerPoint slides and present it in the
class. However, the instructor found that quite a few students tended to focus
on similar topics or trends. Thus, this situation should be corrected.
c. Class assignments: There are two assignments in the class. Students are
asked to read an article relevant to hospitality facility management and
summarize the article parsimoniously in the assignments. The majority of
students completed these assignments successfully and improved their writing
skills.
Improvement Plan
a. Student class project: The instructor will expand the domain of the current
class project. In the current project, students are required to select only
either restaurant or Bed & Breakfast facility design for their project. In the
future, the instructor will allow students to select other hospitality facilities
such as a golf course or spa facilities and develop the facility.
b. Hospitality Facility Management Update Presentation: Since quite a few
students selected similar topics and presented on them, it is necessary to
coordinate students’ presentation topics and communicate the topics among
students. Therefore, the instructor plans to use the Webcat discussion board
to coordinate students’ update presentation topics and facilitate students’
discussions.