HTM 301 - Service Leadership Development
Spring 2014
Instructor:
Jeff Campbell
Thursdays 4:00 – 6:40 PM
ka-lei-do-scope – from the Greek kailos
(beautiful) edios (form). an endless variety of
patterns. a succession of changing phases or
actions – shifting information, values, etc.
Office Hours:
By Appointment – Contact me at: j.jeffrey.campbell@gmail.com
Course Description
This course explores service leadership theory and development in the
hospitality and tourism industry. Application of business models and industry
metrics with a focus on individual assessment and development of leadership
competencies is emphasized.
Course Objectives
Upon completion of this course, the student will be able to:

Define and discuss the SDSU HTM competency model – Understand the
knowledge, skills, values, and behaviors that are most important for success
as a service leader. Discuss and incorporate relevant leadership theory,
business models, and HTM metrics.

Give and receive critical feedback regarding performance in observed
simulations - Be actively engaged in learning about personal potential
through two business simulations observed by industry professionals.

Reflect on personal strengths and weaknesses – Utilize feedback from a
mentor network (variety of development partners) to discuss and reflect on
strengths and development areas of the competency model.

Prepare a multi-year development plan - Incorporate course learning about
theory, service leadership competencies, feedback from a variety of
development partners, and personal reflection to present a plan of
development activities for the next HTM course, the HTM capstone course in
strategy, and the emphasis area internship.
Embrace the development process – it’s an ongoing life skill!
Competencies
HTM 301 provides students the opportunities to develop the following
competencies of the HTM Kaleidoscope Competency Model:
Business Savvy
Planning
Creative Decision Making
Number-wise
Technical Service
People Savvy
Interpersonal Communication
Networked
Coaching and Training
Expressive Service
Self Savvy
Professionalism
Self Development
Time Mngt/Priorities
Spirit of Optimism
Resources
Peterson, D. and Hicks (2002), Development First: DPI.
Sipe, L. & Testa, M. (2007), Kaleidoscope Course Materials
The required textbook, Development First, by David Peterson and Mary Dee
Hicks, is available in the SDSU bookstore. The other resources, the course
materials, folder, and course articles are available for purchase in the HTM office.
The assigned reading is listed on the course outline by date. It is expected that
the material will be read prior to the class period so the topics can be
incorporated in the class discussions and activities.
Blackboard
Computer-based learning, using Blackboard, will be a part of the class. All
students should get a Blackboard account and visit the HTM 301 course site
every Thursday before class. Visit http://courses.sdsu.edu. Students will obtain
weekly announcements, download materials, and turn in online assignments
here. Students can view their progress with the online gradebook.
Structure and Assessment
Each week, you will actively participate in a kaleidoscope of opportunities to learn
about what makes a great service leader and how you can personally develop.
During the first few weeks, a competency model will be examined and you will
define the behaviors of a great service leader. The middle of the course will have
you participating in individual and group assessments to include personality
assessments, observed simulations, and 360 degree feedback. Toward the end
of the course you will prepare a personal development plan and design a
personalized industry activity. Your involvement and reflection is obviously the
key to success, so missing any of the class sessions will end up impacting your
ability to prepare a well informed plan
Lecture/
Outside
Readings
16%
Observed
Simulations
(In Class)
32%
HTM
301
Industry
Connected
Projects
28%
Personal
Assessment
and Plans
24%
Lecture and Outside Readings
Midterm
Students will complete an exam to assess their understanding of the competency
model and the assigned readings. Content, ability to link to personal
development, and business writing will be assessed.
Professional Quotient
Students’ appearance, communication style, email address, etc. will be evaluated
for professionalism. Participation can also influence this score.
Paired Presentation
In pairs, students will provide a fifteen-minute student experience relating to an
assigned competency in business, people, or self-savvy. The presentation will
require the students to share an existing video that exemplifies the competency,
discuss the competency behaviors in terms of strengths and weaknesses, and
facilitate a feedback session with the audience about their presentation.
Industry Connected Projects
Mentor Network
Students will prepare a network of development partners willing to provide
feedback, advice, and mentorship to the student.
Competency Interviews
Four interviews – one with a leader in each of the four HTM emphasis areas –
will be conducted. Interview protocols will be distributed the first night of the
course and students will have an opportunity to practice in class.
Behaviors Discussion
Interview feedback will be used to identify specific behaviors for each of the
competencies in the competency model. Students will be assessed based on the
quality of their participation in the discussions as well as their ability to facilitate
discussion in a group setting.
Association Participation
Every student must join an industry association and participate in one
association-related activity at some point during the semester. Association
overviews will be introduced early in the semester.
Personal Assessment and Plans
MBTI and PRINT
The Myers Briggs Type Indicator and PRINT are well respected personality
assessments. Students will complete the instruments, participate in discussions
about the dimensions and the applications to work, and complete a reflective
exercise. Students will use what they learn to improve their work in teams.
Development Activity
Students will design an activity in industry that helps to develop one of their
critical needs areas. Activities will be completed in future HTM courses.
Development Plan
Toward the end of the semester, students prepare an individualized plan for their
development that includes gap analysis for each competency and development
activities for the final two years of their HTM degree program.
Plan Presentations
Students present their development plans.
Observed Simulations (In Class)
Conquest Air Simulation
A two-night group simulation will have teams develop an airline company and
solve management problems. Each group of students will have an observer
throughout the simulation. Individual feedback will be given.
4theFam Simulation
A two-night group simulation will have teams plan, execute, and follow-up on a
family reunion. Outside actors will play the assigned family parts. Each group of
students will have an observer throughout the simulation. Individual feedback will
be given.
Grading
There are several assignments, a few worth 5 points, a few worth 10 points, and
two simulations worth 20 points each for a total of 125 points for the course. The
attached Kaleidoscope Grading Overview indicates which competencies the
outcome addresses and the points possible. Grades will be based on
participation, feedback from several sources, and quality of reflection.
118 points and above
113 -117 points
109-112 points
105-108 points
100-104 points
A
AB+
B
B-
96-99 points
92-95 points
88-91 points
75-87 points
Below 75 points
C+
C
CD
F
The Right Frame of Mind
You will take a journey during this course; a journey of self exploration, of
reflection, of varying perspectives. You will pursue your personal potential
through a variety of activities. It will probably feel a little uncomfortable at times.
You could feel embarrassed or vulnerable. You will be actively involved in
thinking and talking about your strengths, your weaknesses, your fears, your
opportunities. Your course facilitators will make sure the environment is one in
which you can thrive, but the right frame of mind is up to you. You will not benefit
if you hope for a passive learning experience. But if you approach each activity
as an opportunity to actively pursue your personal potential, you will walk away
with the tools and a framework to become one of the world’s best service
leaders. Your frame of mind is up to you!
Optional Industry Experiences
You will have opportunities throughout the semester to get involved in the
industry. San Diego professionals in the HTM industry are solidly behind the
HTM degree program and will offer job shadows, training sessions, meetings,
and other mentor opportunities throughout the semester. Students are
encouraged to make contacts early, learn about the tremendous array of
opportunities in the field, and engage themselves in practical experiences to
complement the classroom experiences.
Academic Integrity
The faculty and staff demand the highest levels of academic and professional
integrity in all work at San Diego State University and especially in the HTM
program. Positive leadership cannot exist without integrity and your actions
determine your level of integrity. Plagiarism, cheating on exams or any other type
of academic dishonesty, will be referred directly to the Office of Student Rights
and Responsibilities for disciplinary action.
Professional Requirements

To receive full credit for assignments, they must be submitted on time in a
complete and error-free fashion. All assignments must be typed, conform to
1” margins, in 12-point font, and double-spaced. All assignments are due at
the beginning of class on the due date specified in the attached course
outline.

I will be available to discuss papers and presentations with you before they
are due. I can be used as a “sounding board” for your ideas and outlines and,
as time allows, I can read rough drafts and make suggestions.

All papers and presentations will be graded based on content (how deeply
you have thought about the topic, integration of your experiences with course
concepts, communication of insights, accuracy of concept application, etc.)
and presentation (organization, grammar, spelling, style, etc.). Remember,
you will be evaluated on both what you say and how you say it.

No make up exams will be given after the fact. If you know for certain you
cannot make an exam, please see me prior to the test day.

Please inform me if any special circumstances arise for you during the
semester. That is, if you are having difficulty in class due to extenuating
outside circumstances, please talk to me as soon as possible so we can
minimize the effects of these circumstances.
Remember, HTM is all about exceeding expectations!
HTM 301
IN CLASS TOPIC
OUTLINE
DAY
DATE
Thursday
1-23
Course Overview
Thursday
1-30
Thursday
2-6
Thursday
2-13
Thursday
2-20
The Development Process
Interview Practice
Intro to Business Savvy
Mentor and Association
Behavior Discussions
Business Savvy
Behavior Discussions
People Savvy
Thursday
2-27
Thursday
3-6
Thursday
3-13
Thursday
3-20
Thursday
3-27
Thursday
3-31/4-4
Thursday
4-10
Thursday
4-17
Thursday
4-24
TBD
Association
Participation
Thursday
5-1
Leadership Plan
Presentations
Development Activity;
Leadership Plan
5-1/5-8
Individual Meetings
Behavior Discussions
Self Savvy
Assessment & Feedback
PRINT Assessment
Midterm
READINGS
Development First
Chapter 1 and 2
Development First
Chapters 3 thru 5
Competency Article
PAIR PRESENTATIONS
Select PP
Teams
Self Articles
Excellence; Honesty &
Integrity; Self-Reliance
Be Engaged; Realistic
Expectations; Prepared
Good Manners; Punctual;
Look The Part
Professional
Communication
Review Readings
For Midterm
Have A Plan:
Do Not Over Commit
Business Articles
People Articles
ASSIGNMENTS DUE
Interviews Due
Mentor – Pt. One
Conquest Air
Part One
Conquest Air
Part Two
SPRING BREAK
MBTI/PRINT
Reflection Due
4theFam
Part One
4theFam
Part Two
Mentor – Pt. Two
KALEIDOSCOPE
GRADE OVERVIEW
Number
Wise
Mentor
Network
Competency
Interviews
Behaviors
Discussion
MBTI /PRINT
Reflection
Exam
One
4theFam
Simulation
Conquest Air
Simulation
Development
Activity
Association
Participation
Paired
Presentation
Development
Plan
Plan
Presentation
Professional
Quotient
Total Points
Planning
Creative
Decisions
Technical
Service
Interp
Comm
Network
Coach/
Train
Expressive
Service
Profession
Time &
Priorities
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Self
Devt.
Spirit
Optimism
Points
Possible
X
X
5
10
X
X
10
X
X
10
X
10
X
20
20
X
X
X
X
X
X
5
X
X
X
X
10
5
X
10
X
X
X
X
X
X
5
5
125
My
Points