1.
ALPHA AND NUMBER
MAUI COMMUNITY COLLEGE
COURSE OUTLINE
HOSPITALITY & TOURISM 270
HOST 270
COURSE TITLE HOSPITALITY MANAGEMENT
CREDITS Three (3)
DATE OF OUTLINE
2. COURSE DESCRIPTION responsibilities managers. Explores techniques that must be day work setting to positive, productive results.
June 23, 2004
Introduces, examines, and explains the basic principles of supervision and management in the hospitality industry. Focuses on the elemental roles, functions, and shared by supervisors and rudimentary skills and employed in a day-toachieve
3.
CONTACT HOURS/TYPE
4. PREREQUISITES
3 Hours - Lecture
C.A. in Hospitality Services, or consent
APPROVED BY____________________________________DATE________________

5. GENERAL COURSE OBJECTIVES
The objective of this course is to acquaint students with principles of leadership, supervision and management, and quality issues facing today's hospitality industry. The course includes topics on the following: continuous improvement strategies, quality service, power and empowerment, communication skills, goal setting, high-performance teams, diversity, managing organizational change, and strategic career planning.
6. STUDENT LEARNING OUTCOMES
For assessment purposes, these are linked to #7. Recommended Course Content.
Upon successful completion of this course, the student will:
A. define the concept of management and identify fundamental management skills and responsibilities;
B. discuss the various roles of a manager and describe the traditional functions of management (planning, organizing, coordinating, staffing, directing, and controlling);
C. discuss the decision-making process in hospitality and the role of empowerment;
D. explain how personal attitudes, values and ethics are formed, modified or changed in individuals;
E.
describe the dominant contemporary views of leadership and management; differentiate between management and leadership;
F. discuss techniques used to manage change and motivate individuals;
G.
identify myths about communication, outline the communication process, and describe barriers to effective communication;
H. explain the importance and nature of goal-setting in an organization and continuous improvement processes;
I. identify forces of change that have made team-building a high priority for many hospitality organizations, describe the stages a work team goes through during its development, and identify factors that influence organizational culture;
J. describe the process of employee selection, placement, orientation, training, appraisal and discipline;
K. list guidelines to address organizational conflict;
L. describe the role of the union in the hospitality industry;
M. plan, conduct and evaluate a training session;
N. describe the role and use of computers in hospitality management information systems;
O. forecast business volume, plan staffing requirements and evaluate budgetary goals;
P. discuss the importance of community relations to hospitality operations;
Q. describe the impact of quality service on hospitality operations;
R. discuss the importance of respecting cultural diversity in the workplace; and
S. create a career plan based on personal skills, interests, and values.

7. RECOMMENDED COURSE CONTENT AND APPROXIMATE TIME SPENT ON
EACH TOPIC
Linked to #6. Student Learning Outcomes.
To meet the objectives of the course, the following areas of course content would be included in a class:
1 class session Introduction
Icebreaker/get acquainted activity
Introduction to the course syllabus including a discussion of course materials, assignments, projects and site visitations
1 -2 weeks The Changing Nature of Leadership and Management Process [SLO – A, B, C, E]
Traditional & Contemporary Principles of Management
Leadership in the 21 st
Century
Definition of Management
Management Styles
Management Roles & Responsibilities
1 – 2 weeks Motivation Through Leadership [SLO – A, B, C, D, E, F, I]
Empowerment
Get to Know Your Employees
Motivational Strategies
Identifying Motivational Problems
Leadership Styles and Motivations
Teambuilding
1 – 2 weeks Communication Skills [SLO – G, I]
Myths About Communication
The Communication Process
Barriers to Effective Communication
Speaking & Presenting Skills
Listening Skills
Nonverbal Communication
Written Communication
Communication and Technology
1 -2 weeks The Quest for Quality [SLO – A, B, C, E, F, I, Q]
Deming’s Fourteen Points for Quality
Characteristics of High Performance Organizations
Malcolm Baldrige Award – Criteria for Performance Excellence
1 -2 weeks Quality Service [SLO – C, D, P, Q]
The Value of Guests
The Cost of Guest Dissatisfaction
Moments of Truth
Guest Service and Service Quality Gaps
Service Recovery
Quality Service Starts at the Top

1 -2 weeks Recruitment, Selection, Training & Orientation [SLO – A, B, D, E, F, I, J, L, M]
The Manager and the Human Resources Department
Learning from Employee Turnover
Interviewing Applicants
The Selection Decision
Human Resource Planning
Orientation and Training
Importance of Training
Training Methods
Orientation
Union guidelines
Employee Motivation
1 -2 weeks The Challenge of Diversity [SLO – A, D, D, P, R]
Managing Diversity
The Changing Work Force
Evolving Approaches to Dealing with Workplace Diversity
Fostering Diversity in the Workplace
1 -2 weeks Power & Empowerment [SLO – A, B, C, E, F]
Centralization vs. Decentralization
Power & Authority
Sharing Power Through Delegation
Empowering Others
1 -2 weeks Goal Setting, Coaching and Conflict Management [SLO – A, B, D, G, K]
Goal Setting
Managers as Coaches
Conflict Management – causes, skills, strategies
1 -2 weeks Discipline [SLO – A, B, D, J, K, L]
Myths about Discipline
Purpose of Disciplinary Action
Progressive Discipline
When to Take Disciplinary Action
Managing the Disciplinary Process
Union issues
1 -2 weeks Evaluating and Coaching [SLO – A, B, D, F, G, H, J, R, M]
Performance Evaluations
Obstacles to Effective Performance Evaluations
Approaches to Performance Evaluations
Goal Setting
Coaching
Informal On-The-Job Coaching
1 – 2 weeks Managing Productivity and Controlling Labor Costs [SLO – A, B, O]
Productivity Standards
Planning Staffing Requirements

Forecasting Business Volume
Budgets
Variance Analysis
1 -2 weeks Continuous Improvement [SLO – A, B, H, N, Q]
Continuous Improvement Process
Tools for Generating Ideas
Tools for Analysis
Data Gathering Tools
1 -2 weeks Managing Organizational Change [SLO – A, B, D, F, H, N]
Characteristics of Change
The Change Process
Managing Change
Overcoming Resistance to Change
1 -2 weeks Strategic Career Planning
Professional Development [SLO – S]
Strategic Career Planning
Executing the Plan
8.
TEXT AND MATERIALS, REFERENCE MATERIALS, AUXILIARY MATERIALS
AND CONTENT
Appropriate text(s) and materials will be chosen at the time the course is offered from those currently available in the field. Examples include:
Leadership & Management in the Hospitality Industry, Second Edition
King, Judy & Woods, Robert
AH&LA 2002
Introduction to Hospitality Management
Barrows, Clayton & Powers, Tom
Wiley & Sons, 2002
Auxiliary Materials and Content
Classroom/A.V. Equipment/Computer/Power Point
Blackboard/Overhead Transparencies/Smart Board
Industry Magazine Features/Newspaper Articles
Appropriate Videos, Films, and TV Programs
Other Appropriate Materials/Equipment Available
Site Visitation Forms (i.e. required liability waivers, instructions for visitation and activities, etc.)
9. RECOMMENDED COURSE REQUIREMENTS AND EVALUATION
G
ENERAL
C
OURSE
R
EQUIREMENTS

Attendance, Punctuality, and Participation
Homework Assignments
Quizzes
Tests and Exams
Presentations, Demonstrations, Group Work, Exercises,
0 – 5%
10 – 20%
0 – 5%
20 – 30%
40 – 50% and Projects
Not to exceed 100% of grade
These percentages establish a minimum and maximum range for area to be, or may be evaluated in this course. A faculty member, in a similar syllabus, would be capable of planning the evaluation of this course within these parameters to suit the method and number of presentations, his/her own teaching convictions, and/or the needs of the students accordingly.
10. METHODS OF INSTRUCTION
Instructional methods will vary considerably with instructors. Specific methods will be at the discretion of the instructor teaching the course and might include, but are not limited to the following. a.
lecture, class discussions, group activities, demonstrations, computer simulations; b.
quizzes and other tests with feedback and discussion; c.
oral reports and other student presentation; d.
problem solving and case studies; e.
projects, on-site classes, site visitations; f.
powerpoint presentation, videos, DVDs, CD-ROMs with detailed viewing guide and discussion questions; g.
cable/outreach/video streaming; h.
appropriate videos/industry guest speakers; i.
other appropriate techniques when available; j.
homework assignments such as:
1.
reading, or watching, and writing summaries and reactions to current lodging industry issues in the media including newspapers, video, magazines, journals, lectures, webbased materials, and other sources;
2.
reading text and reference materials, and answering discussion questions;
3.
researching current lodging industry issues and problems; k.
web-based assignments and activities; l.
reflective journals; m.
group or individual research projects with reports or poster presentations; n.
study logs and study groups; o.
service-learning, community service, and/or civic engagement projects; and p.
other contemporary learning techniques (such as project-based learning, case-base learning, co-op, internships, self-paced programs, etc.)