B.C. Hospitality
Table of Contents
DIPLOMA PROGRAM LEARNING OUTCOMES ................................................3
ASSESSMENT - # 1 ACCOMMODATIONS........................................................4
ASSESSMENT - # 2 FOOD AND BEVERAGE .................................................11
ASSESSMENT - # 3 COMMON TO FOOD AND BEVERAGE AND
ACCOMMODATIONS.........................................................................................19
ASSESSMENT - # 4 HUMAN RESOURCES....................................................23
ASSESSMENT - # 5 MARKETING ...................................................................29
ASSESSMENT - # 6 MANAGEMENT ACCOUNTING......................................36
ASSESSMENT - # 7 COMMUNICATION..........................................................43
ASSESSMENT - # 8 PROFESSIONAL BEHAVIOUR ......................................49
ASSESSMENT - # 9 INTERPERSONAL RELATIONSHIPS ............................53
ASSESSMENT - # 10 DECISION MAKING ......................................................57
SAMPLE LETTER REQUESTING EMPLOYER VALIDATION..........................61
THE PRESCRIBED CASE STUDY MODEL ......................................................62
EVALUATOR’S REFERENCE PAGE ................................................................63
B.C. Hospitality
Diploma Program Learning Outcomes
1. Accommodation
Apply knowledge of the profitable provision of accommodations for guest
satisfaction.
2. Food and Beverage
Apply knowledge of the profitable provision of food and beverage products and
services for guest satisfaction.
3. Common to both Accommodation and Food & Beverage
Apply knowledge of in the profitable provision of accommodations and food and
beverage practices for guest satisfaction.
4. Human Resources
Explain the principles and practices of human resources in a hospitality
environment.
5. Marketing
Apply hospitality marketing techniques that contribute to a high degree of customer
satisfaction, profitably.
6. Management Accounting
Use financial analysis skills, and apply accounting principles including inventory and
cost control techniques, to a hospitality operation.
7. Communications
Communicate clearly, concisely and correctly in a variety of communication
methods that establishes positive relationships and meets audience needs.
8. Professional Behaviour
Demonstrate professionalism, responsibility and confidence in carrying out
responsibilities.
9. Interpersonal Relationships
Demonstrate interpersonal relationships and leadership skills in order to interact
with others.
10. Decision Making
Apply critical thinking and problem-solving techniques to make sound decisions and
recommendations.
11. Additional Required Courses
A minimum of six additional courses is required as specified by each institution.
ASSESSMENT - # 1 Accommodation
Outcome
Apply knowledge of the profitable provision of accommodations for guest satisfaction.
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and
abilities of the above outcome. A combination or all of the following assessment
strategies may be used.
Narrative report that describes your knowledge, skills and abilities of the above
outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Example:
Exam/Test
The Front Office Manager of the Stumble Inn is in the process of organizing an
orientation program for new employees of the front office. Part of the program will
include an orientation to front office equipment and related paperwork. You have been
asked to assist in the development of this training. Begin by listing and describing the
function of all front office equipment. Indicate how each piece of equipment relates to
the operation of the front desk. Also indicate what paperwork or forms are generated by
each piece of equipment and how they are used by the Rooms Division.
Use the following data to prepare a rooms forecast for the first weekend of May for the
Stumble Inn.
May 1 (Friday)
Departures
Arrivals
Walk ins
Stayovers
No shows
200 rooms
200 rooms (70% confirmed, 30% gtd.)
40 rooms
35 rooms
2% expected arrivals
May 2 (Saturday)
Departures
Arrivals
Walk ins
Stayovers
No-shows
50 rooms
100 rooms (60% confirmed, 40% gtd.)
10 rooms
25 rooms
1.5% of expected arrivals
May 3 (Sunday)
Departures
Arrivals
Walk ins
Stayovers
No-shows
200 rooms
100 rooms (50% confirmed, 50% gtd.)
20 rooms
20 rooms
2% of expected arrivals
Learning Outcome
Performance Criteria
Apply knowledge of the profitable provision of accommodations for guest satisfaction.
Developing
Assessment Criteria
Competent
Exemplary
Describe how use of lodging
varies between different users
including FITs, tours,
conferences, leisure and
business users and the impact
on service.
Identify market segments but
unable to predict use of
facilities and impact on
service strategies.
Use market segment
knowledge to predict impact
on service through out the
guest cycle.
Plan customized service
delivery strategies by market
segment throughout guest
cycle.
Differentiate services provided
by economy, mid-scale, upscale, and luxury
accommodation.
Identify product classes but
unable to distinguish service
levels.
Provide detail examples of
the different levels of service.
Analyze and compare brands
of different service
categories.
Describe rating systems and
their impact on the industry.
Name rating systems and
general impact.
List the main criteria for each
step or level of a major rating
system i.e. Canada Select or
CAA/AAA.
List detail criteria for each
level/step. Links impact of
rating system on guest
expectations.
Describe the roles and
responsibilities of departments
within the rooms division and
support departments.
Create org. chart for rooms
division alone for a property
of less than 100 rooms.
Create a sample organization
chart showing support
departments for property of
less than 200 rooms.
Create an organization chart
for a full service hotel of 200
rooms.
Knowledge of rooms’
division responsibilities is
very general.
Front Desk Procedures
Describe the procedures in
general terms but not be able
to do it without help.
Knowledgeable on the
general responsibilities of
each role within the division
Describe in detail typical
procedures for a full service
hotel:
-Answering the telephone
Knowledge is detailed on all
roles within the division.
Describe the procedures for
both a typical manual system
and using a common software
system.
Comments
-Taking a reservation
-Check-in
-Billing
-Check-out
-Cash-out
Describe in detail how to do a
manual night audit in a full
service hotel.
Perform a manual night audit.
Bell Desk Procedures
Describe role in guest cycle:
- Handle groups and
individuals
- Concierge functions
Housekeeping Procedures
Describe the procedures in
general terms but not be able
to do it without help.
Describe in detail typical
procedures for,
- Cleaning a room
- Checking a room
- Sorting laundry
Describe the differences in
procedures between common
and best practices.
Reservation Procedures
Describe the procedures in
general terms but not be able
to do it without help.
Describe roles and procedures
of reservations.
Describe the differences in
procedures between common
and best practices.
Use of correct industry
terminology.
Describe some of the
vocabulary.
Explain proper use of most of
the vocabulary including
words like,
- Master folio
- City account
- Guest folio
- Incidental charges
- Connecting vs. adjoining
Explain all industry
terminology and can cite
examples of some leadingbrand specific terminology
i.e. at the Fairmont
a_____________ are called
a________________.
Identify and discuss property
and management systems.
Describe the purpose of
Property Management
Systems. (PMS)
List applications of a PMS.
Develop a needs assessment
as it pertains to the
application of a PMS.
Describe appropriate
conditions for PMS to exist.
Describe principles of Revenue
Management practices.
Discuss different Revenue
Management Strategies for a
hotel.
Give the formula for Yield
and general management
concepts.
Describe conditions under
which rate levels are closed
out.
Describe the purpose of PMS.
Describe relationship between Interpret forecasts and
supply and demand by market suggest action related to
revenue management
segment.
practices.
Create useful forecasts.
Describe block pickup and
no-show percentage revenue
for available rooms (RevPar).
Loss prevention practices and
emergency procedures.
Knowledge of safety issues and
programs for guests, employees
and management
Identify industry average
productivity standards by
Describe less than three major Indicate the importance of
safety programs for guests,
loss prevention practices.
employees and management.
Cannot state, given a
State, given a minute’s
minute’s reflection,
appropriate actions to take as reflection, effective action
plans of a supervisor for the
a supervisor in the event of
fire, medical emergency, and following emergencies: fire,
medical, accidents, power
accident or power failure in
failures in their
their normal/preferred work
normal/preferred work area.
area.
State effective actions plans
for each supervisory area of
rooms division.
Explain a few of the risks and
some of the programs for
guests, employees, and
management.
Accurately state a few
productivity standards for
Explain the programs to
combat major safety risks and
comment of their
effectiveness.
Accurately state productivity
standards for most positions
Explain major safety risks
and issues in a hotel with
respect to each of, guests,
employees, and management.
Accurately state productivity
standards for most positions
Develop loss prevention and
emergency procedures plans.
position and product class and
segment.
some positions in some
product classes.
in some product classes.
in most product classes.
Describe an efficient, effective
environmental stewardship and
energy conservation program
for a lodging property
General knowledge of
importance and can list a few
appropriate practices.
List important best practices
for both environmental action
and energy conservation.
Comment on the economic
benefits of various
environmental and energy
conservation practices.
Identify the critical components
and procedures for successful
maintenance of a lodging
property.
Identify a few critical
components.
Identify a minimum of ten
critical components and
explain in general the
maintenance procedures to
protect them.
State the normal useful life
span of a variety of critical
components.
ASSESSMENT - # 2 Food and Beverage
Outcomes
Apply knowledge of the profitable provision of food and beverage products and
services for guest satisfaction.
A. Knowledge and skills of food production.
B. Plan food and beverage service.
C. Perform common service techniques.
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and
abilities of the above outcome. A combination or all of the following assessment
strategies may be used.
Narrative report that describes your knowledge, skills and abilities of the
above outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is
required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Examples:
A. Knowledge and skills of food production
Simulation/demonstration
From a central collection, the candidate will draw three recipes and produce the
menu items. The candidate must:
1. Convert the recipes to the number of portions designated by the
assessor
2. Produce an ingredient list
3. End products must be of acceptable quality
4. Demonstrate safe handling of food
5. Work safely
6. Possess Food Safe certificate
B. Plan food and beverage service
Project: Develop a Restaurant
The project should include the following:
1.
Dinner Menu
2.
Wine List
3.
Flour Plan
4.
Organize and Equip a Kitchen
5.
Organize and Equip a Bar
6.
Service Procedure Manual
7.
Staffing Requirements
Factors to be considered in “Develop a Restaurant”
1. Target market
2. Theme
3. Service style
4. Appropriateness of menu items and its description
5. Balance of the menu with respect to cooking methods, texture colour
and nutrition
6. Physical environment and décor
C. Perform common service techniques
Simulation/demonstration
In a simulated environment, the candidate will play the role of a food and beverage
server:
1. set tables and adjust to menu requirements
2. take order and use suggestive selling techniques
3. open and serve wine
4. prepare and serve non-alcoholic beverage
5. prepare and serve alcoholic beverage
6. handle difficult situation (intoxicated guest, guest complaint of poor
food quality and service)
Possible Interview questions
1. Identify and explain the requirements for an efficient food and beverage
service operation.
2. Discuss his/her philosophy in customer service and how to achieve
customer satisfaction.
3. Discuss the impact of customer satisfaction on taking, placing and
delivering orders.
4. Explain the technical considerations required in purchasing food items.
Learning Outcome
Apply knowledge of the profitable provision of food and beverage products and services for guest
satisfaction.
Assessment Criteria
Performance Criteria
Developing
A) Knowledge and skills of food production
Communicate in/to the kitchen
using proper industry
terminology.
Unfamiliar with some
equipment and small wares
and may misuse terminology
May use domestic vocabulary
Menu planning and design.
.
Competent
Exemplary
State name and use of kitchen
equipment and small wares.
Use food service terms
comfortably and in context.
Define and explain common food
preparation techniques and
cooking methods for meats,
poultry, fish, starches, vegetables,
salads, soups, mother sauces,
dressings, yeast and quick breads
based on the French European
tradition.
Detailed knowledge of
techniques and some
knowledge of ethnic
variations.
State the source and function of
the major nutrients to create a
nutritionally balanced meal.
Identify various categories
and sequence in a menu.
Recommend appropriate
equipment for tasks.
Plan, design and costs, balanced,
comprehensive menus.
Describe various types of menus:
- Table d’hote
- Prix Fixe
- A ‘la carte
- Cycle
Handle food safely
Successfully completed basic
Food Safe course.
Successfully completed recognized
advanced Food Safe course or
Create or recommend
procedures to minimize
Comments
equivalent.
risk.
Knows key temperatures for
storing, cooking, and holding
major food types.
Consistently applies food safe
practices.
Work safely
State some of the risk and
hazards in the kitchen.
May not anticipate the risks
and hazards of all tools &
equipment.
Identify the principle hazards and
unsafe practices that cause most of
the accidents and injuries in a
kitchen.
Identify & describe the various
production flow charts.
Demonstrates the safe and proper
use of kitchen tools and kitchen
equipment.
Predict and avoid risk
situations for self and coworkers.
Proficient in the safe use of
tools and equipment.
First Aid training; for
example Industrial First
Aid
Explain purpose, use, and location
of Material Safety Data Sheets.
Execute basic techniques of
food preparation in a
commercial setting
Unfamiliar with cooking
principles.
Haphazard arrangement of
food.
Demonstrate cooking principles
and proper food preparation
techniques at a basic skill level.
Formulate cost, read and utilize
standard recipes.
Demonstrate awareness of the
aesthetic factors in food
preparation.
Proficient with food
preparation.
Suggest improvements or
attractive design in
presentations.
B) Plan food and beverage service
Perform common service
techniques.
Does not act on or ask for
special requirements.
Discuss special dietary needs
(e.g. allergies).
Inadequate preparation.
Describe menu items in detail and
appealing terms to promote sales
No attention to detail
haphazard table arrangement.
Offer condiments and
accompaniments.
Takes incomplete orders.
Perform common service
techniques and does not ask
for preparation methods, side
dishes etc.
Describe non-alcohol beverage
items; identify major types of beer,
wine, distilled spirits.
Demonstrate adequate preparation
for efficient service.
Set tables, with basic settings and
adjust to menu requirements.
Communicate proactively
to ensure special
requirements are
acknowledged.
Anticipate needs and
adjusts preparation to
proactive communication to
inform special
requirements.
Identify and respond to
additional requirements
beyond basic menu.
Deliver orders highlighting
descriptions of menu items.
Take complete orders, deliver
orders; place correctly.
Describe various service styles.
Section management.
Identify the physical
components and requirements
of a beverage operation.
Functions without a plan
Assign sections, allocate tables,
and perform closing duties.
Describe the parts of a bar, its
physical requirements and factors
affecting its atmosphere, image,
decor and layout.
Weigh factors to optimize
the most efficient means of
assigning sections and
allocating tables.
Describe the equipment and tools
required to run an efficient
beverage operation.
Define bar and beverage
terminology.
C) Perform common service techniques
Indicate a clear understanding
and knowledge of beverage
preparation and service.
Inaccurate or inconsistent
preparation of drinks; for
example, does not follow
recipe.
Prepare and serve the different
kinds of beers, wines, spirits,
mixed drinks and garnishes and
juices commonly dispensed in
bars.
Describe major characteristics of
alcoholic products.
Describe major characteristics of
important non-alcoholic beverages
such as European coffees, teas
(chai), bottled waters etc.
Prepare drinks proficiently,
using consistent glassware
and garnish.
Plan a well-balanced nonalcoholic beverage list.
Proficient with techniques.
Mixes with confidence and
speed.
Prepare multiple drinks
according to sequence.
Discuss beverage products (beer,
wine, spirits) and how they relate
to food.
Indicate wine knowledge
Uncomfortable and unskilled
with opening and presenting
Perform bartending including
common garnishes, pouring
techniques, mixing methods and
identifying sequence for ordering
drinks.
Perform wine service.
Perform wine service, while
maintaining relevant
wine.
Demonstrate knowledge of
varietals, regions, etc.
conversations.
Demonstrate new world
wine knowledge to include
viticulture, service, food
combining etc.
Aware of laws and certification
required in beverage service.
(liquor control board).
Describe the role of
management and the general
elements of food service
management.
Create programs to promote
responsible service.
Does not comply with
responsible server guidelines.
Describe the principles of
responsible beverage service.
Aware of HACCP Plan
Comply with HACCP Plan
Inefficient scheduling - over
staffing, under staffing
Schedule staff requirements for an
efficient food & beverage service
operation.
Weigh factors to determine
and adjust staff schedule
and meet demands
Produce guidelines for organizing
and equipping a kitchen.
Plan production schedule.
Operates without a plan.
Incomplete function sheets.
Takes incomplete
reservations.
Avoids difficult situations.
Plans and designs layout.
Describe the technical
considerations required in
purchasing food items
Describe catering terms and the
key steps in preparing for a
function.
Direct the management of a
function, supervises, follows
closing procedures and complete
function follow-up.
Describe the importance of, and
performs customer service
applicable to restaurant operations
such as taking reservations,
Develop procedures to
ensure proper purchasing,
receiving, storing &
issuing.
Arrange details and makes
recommendations to client
and considers profits.
Create policies regarding
reservations, large parties;
line-ups.
Resolve difficult situations.
handling complaints, large parties,
line-ups, hostessing, etc. and the
manager’s role in providing such
service.
ASSESSMENT - # 3 Common to Food and Beverage and
Accommodations
Outcomes
Apply knowledge of in the profitable provision of accommodations and food and
beverage practices for guest satisfaction.
A. Skills and sensitivity to guest needs and desires.
B. Cash handling skills.
C. Costing and preparation of proposals, contracts, and function sheets.
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and
abilities of the above outcome. A combination or all of the following assessment
strategies may be used.
Narrative report that describes your knowledge, skills and abilities of the
above outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is
required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Examples:
A. Skills and sensitivity to guest needs and desires.
Narrative Report
Candidate will describe how he/she has dealt with sensitive issues around guests
and the level of service provided.
Letter of validation from employer
Attesting to the candidate’s experience/competence in serving guests.
B. Cash handling skills
Work based assessment
Observe the applicant for a portion of a shift ensuring that they provide on-the-job
evidence in preparing contracts and function sheets, as well as handle cash while
dealing professionally and sensitively with guests.
C. Costing and preparation of proposals, contracts, and function sheets
Simulation/ Demonstration
Candidate will prepare a contract or a function sheet based on a Request for
Proposal from a small group function such as a one-day meeting with lunch or a
banquet.
Learning Outcome
Apply knowledge of in the profitable provision of accommodations and food and beverage practices for
guest satisfaction.
Assessment Criteria
Performance Criteria
A)
Developing
Competent
Exemplary
Skills and sensitivity to guest needs and desires.
Anticipate and assess customer
needs to determine
products/service offered.
Difficultly prioritizing tasks,
insensitive to guest’s
expectations.
Attend to guest’s needs promptly.
Identify out-of-stock items and
offer alternatives.
Volunteer information.
Recognize and respond to
opportunities.
Frequently exceed guest
expectations.
Demonstrate suggestive selling
techniques.
Suggest add-ons and upgrades.
Provide extra supplies for additional
guests.
Interact appropriately within
and between departments to
maintain efficient level of
service.
Focused on own department.
Lack of recognition of
importance of teamwork
within their own department
and between departments.
Cooperate with other areas of the
establishment to achieve common
goals.
Share knowledge and skills with
department members.
Aware of demands on others
Forward necessary information to
appropriate departments
Anticipate and carry out
actions that will help other
departments.
Recognize how own actions
affect others.
Comments
B) Cash handling skills
Handles cash, cheques, credit
cards, and currency
transactions.
Discrepancies in financial
transactions.
Prepare floats/deposits.
Locates and corrects errors.
Maintain cash float
Process cash-out
Handle travelers and personal
cheque payments.
Exchange foreign currency
accurately and quickly.
Process debits and credits with
credit cards and debit card
payments.
Perform required steps to process
order and obtain correct guest check
using point-of-sales systems.
Identify and perform t steps
required to handle in house charges
and guest payment.
C) Costing and preparation of proposals, contracts, and function sheets
Use knowledge of food and
beverage and accommodation
procedures and costs to prepare
proposals, contracts and
function sheets.
Describe property products,
and features in relation to
specific market segment(s).
Describe property, products,
features and benefits in relation to
two different types of clients.
Anticipate and provide
options/solutions to problem
areas.
Needs assistance to complete
a function sheet accurately.
Can state information required on a
function sheet.
Balances clients needs to
available resources.
Determine client needs and requests
and give client information.
Anticipate and provide suggestions.
Outline contents to be included in
an event proposal.
Outline information required in
order to cost a proposal.
Outline content requirements of an
event contract.
Makes adjustments to
optimize effectiveness of cost
and value.
ASSESSMENT - # 4 Human Resources
Outcomes
Explain the principles and practices of human resources in a hospitality environment
A. Recruitment and orientation knowledge and skills
o Create job descriptions
o Prepare and employment ad
o Strategize recruitment sources
o Conduct interviews
o Perform selection process
o Conduct orientation
B. Knowledge and skills of performance review issues
o Explain how to prepare for and conduct performance appraisals
o Explain how to address performance and discipline problems
o Explain appropriate steps for termination
C. Knowledge of labour relations
o Describe certification/decertification, collective agreements, grievances and
strikes
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and abilities
of the above outcome. A combination or all of the following assessment strategies may be
used.
Narrative report that describes your knowledge, skills and abilities of the above
outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Examples:
A. Recruitment and orientation knowledge and skills
Project
1. Create three job descriptions that include information covering general duties, specific
tasks, qualifications, hours of work, terms of employment, reporting structure, special
conditions, performance expectations and evaluation process.
2. Use one of the job descriptions created in #1 to prepare an employment ad. The ad
should accurately reflect job responsibilities, qualification and hiring criteria.
3. Provide a minimum of six strategies for recruitment. One strategy should outline the use
and placement of the print ad. Suggest other possible uses of the ad and alternate
recruiting options.
4. Prepare a list of interview questions. Explain the purpose of each question and relate it
back to the job description.
5. Outline procedures for the candidate selection process. Explain how notification would
be conducted for successful and unsuccessful candidates.
6. Outline a potential orientation that fits with the job described in #1.
B. Knowledge and skills of performance review issues
Project (Case Study)
You are to propose a disciplinary policy for personnel who are chronically late for work –
particularly those who come to work late at least four times per month. First discuss the
causes and effects of chronic lateness. Then use brainstorming techniques to propose
solutions. Then agree upon a solution – a disciplinary policy that you will recommend to
your department head.
Possible Interview Questions
1. What conditions are most conducive to an effective performance appraisal?
2. How often should performance appraisals be done? On a regular or impromptu
basis?
3. You have an employee who takes frequent “smoke breaks.” What effects could this
have on productivity and/or staff morale? How would you address this?
4. There are often overages/shortages on Joe’s shift. How will you address this in his
performance appraisal?
5. Describe the process for a dismissal. What are some potential problems? How
would you avoid them?
6. Describe a difficult performance appraisal you have conducted. How did you handle
it? What were the issues? What would you do differently?
C. Knowledge of labour relations
Possible Interview Questions
1. What is certification and de-certification?
2. What is a common grievance procedure?
3. What role does merit play in a union contract?
4. What is management’s role in a strike situation?
Learning Outcome
Performance Criteria
A)
Explain the principles and practices of human resources in a hospitality environment.
Developing
Assessment Criteria
Competent
Exemplary
Recruitment and orientation knowledge and skills
Create and update job
descriptions for the hospitality
industry.
Create simplistic job
descriptions.
Prepare an employment
advertisement.
Ad does not reflect all key
criteria.
Identify various available
sources to recruit employees.
Use print ad only for sourcing
applicants.
Prepare and conduct interviews
to determine best candidate(s).
Conduct interview.
Select and hire candidate(s).
Create job descriptions that include
information covering general duties
& specific tasks, qualifications
required, hours of work and terms
of employment, reporting structure,
special conditions, performance
expectations, & evaluation process.
Analyze and revise job
descriptions.
Ad reflects accurate job
responsibilities, qualifications and
hiring criteria.
Know when and where to
place ad to maximize
qualified applicants.
Provide a range of strategies minimum six different types.
Include alterative recruitment
methods such as selecting
from competition.
Prepare questions and conducts
interview to reflect specific job
requirements.
Interview with a focus on
long-term needs, recognizes
potential.
Set appropriate tone
Act as part of interview panel, Rank candidates.
may have had input.
Conduct reference checks.
Create short lists.
Make job offer.
Notify unsuccessful candidates.
Integrate multiple job
descriptions to maximize
efficiency and guest
satisfaction.
Make final hiring decision.
Comments
Use orientation outline and
explain how to conduct
orientation for employee(s).
Conduct informal orientation.
Conduct informal training.
Prepare and explain how to conduct
training program.
Plan, prepare and explain how to
conduct initial and ongoing
training sessions as necessary for
employee(s).
B)
Conduct a formal orientation as per
an outline.
Recognize the impact of
various aspects of orientation
and personalizing the
experience with numerous
personal introductions.
Conduct actual training.
Evaluate training program
and measure impact by:
Reaction, Learning,
Behaviours, Results.
Determine criteria by which
performance will be assessed.
Cause person being evaluated
to experience the interviewers
empathy and genuine concern
for the person’s development
and success.
Knowledge and skills of performance review issues
Explain how to prepare for and
conduct performance reviews to
provide feedback on knowledge,
skills and attitude and to invite
feedback from employee(s).
Determine process for performance
review and why that alternative was
chosen.
Explain the steps to conduct an
effective performance review.
Assess carefully the input of
the employee being
interviewed.
Review procedure with
employee.
Explain how to address
performance and discipline
problems in a timely and
professional manner.
Tend to defer action on
disciplinary problems.
Explain why performance problems
occur and how to avoid them.
Identify problems before they
become serious.
Recommend techniques for
disciplinary issues in a timely
fashion.
Address disciplinary
problems in a very prompt
and professional manner.
Discuss available options for
addressing disciplinary problems.
Identify possible follow-up
by providing necessary
training and monitoring
performance.
Explain how to dismiss
employee(s), ensuring
compliance with applicable
regulations
C)
Recommend employee
dismissal
Explain the appropriate steps for
termination.
Perform the necessary steps
for employee dismissal.
Describe the fundamentals labour
relations :
- Certification
- De-certification
- Collective agreements
- Grievances
- Strikes
- Read one or more contracts
- Knowledge of Employment
Standards Act
Discuss labour relations and
its impact on managing
human resources.
- Certification
- De-certification
- Collective agreements
- Grievances
- Strikes
Knowledge of Labour Relations
Describe labour relations.
Provide basic definitions of
labour relation terms.
May not have read a contract.
ASSESSMENT - # 5 Marketing
Outcomes
Apply hospitality marketing techniques that contribute to a high degree of customer
satisfaction, profitably.
A.
B.
C.
D.
E.
F.
Discuss mission statement and positioning statement
Prepare a marketing plan
Knowledge of marketing research
Determine marketing mix
Create an environment scanning strategy
Design relationship marketing strategy
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and abilities
of the above outcome. A combination or all of the following assessment strategies may be
used.
Narrative report that describes your knowledge, skills and abilities of the above
outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Examples:
A. Discuss mission statement and positioning statement
Validation Letter
Provide a letter from a credible source describing your contribution in the preparation and/or
implementation of a marketing plan, in particular your understanding of the importance of a
mission and positioning statement.
B. Prepare a marketing plan
Narrative Report
o Chronologically list the major plans that a hospitality concern would create for the
following year. Distinguish between the plans.
o Describe how the marketing plan fits in to the planning cycle.
o Cite analysis questions to determine property performance by market segment.
o Discuss marketing controls
Projects
o Create templates for the plans that a hospitality concern would develop during its
planning cycle.
o Evaluate a marketing plan from your hotel or one in your competitive group.
o Prepare a marketing plan for a market segment for your hotel.
C.
Knowledge of marketing research
Narrative Report
o Distinguish between data collection and data analysis.
o Cite sources for data collection.
o List the macro and micro competitive environments for your hotel.
o Distinguish between reliability and validity of research findings.
o List some common faults of research projects. Identify reasons for doing research.
Projects
o Complete a competitive analysis for your property including AMS/FMS
o Calculate/Interpret a FMS/AMS analysis
o Expand FMS to include RevPar comparison
o Design a research process flow chart.
o Design a Hospitality Management Information System template.
o Create a quantitative descriptive survey
o Construct a qualitative survey
D.
Determine marketing mix
Narrative Report
o Differentiate your hotel from another in its Product Class.
o Describe how your sales department will participate in the Revenue Management
system.
o Identify where your property is in the Product Life Cycle and do the same with the
competitive group
o Choose marketing strategies for each of the stages in PLC.
o Differentiate the customer experience from customer expectations and the impact on
satisfaction and perceived value.
o Restate to include non-traditional components of the marketing cycle.
o Explain how marketing mix strategies apply to employees and are fundamental in the
marketing effort. Indicate necessity to work with HR to accomplish fit.
o Tie product/service mix delivery to traditional marketing mix components to determine
how satisfaction is generated.
o Apply marketing philosophies in a multi cultural environment.
o Explain the traditional marketing cycle
o Create a diagram illustrating fixed costs, variable costs, contribution margin and profit.
o List questions that would provide competitive information necessary for competition
based pricing.
o Defines impact of pricing strategies on occupancy.
o Defend pricing strategy for ability to create correct expectations.
o Provide an example of a piece of business that you turned down and why.
o Differentiate between loyalty and pull strategies.
o Differentiate Hospitality Marketing Mix from 4 Ps applied to other service, manufacturing
or consumer goods sectors.
o List questions that need to be asked when designing a hospitality product.
o Distinguish between what customers think they are buying, what they are really buying
and how these affect the product design.
o Describe the relative strengths and weaknesses of personal selling, public relations,
publicity, merchandizing and advertising as they apply to the hospitality industry.
o Illustrate the role of the communications mix in generating guest satisfaction.
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
E.
State questions to ask when designing communications strategy.
Identify how to qualify potential clients.
Identify which checklists are required or provide questioning strategies.
Develop profile of potential clients.
Create a proposal based on research results related to identified target market.
Explain how to develop a sales proposal.
Prepare and deliver a sales presentation.
Describe personal selling techniques used in the hospitality industry.
Identify different types of sales closes and strategies for handling objections.
Describe features of your hotel and translate them into benefits.
Identify which client files need to be maintained.
List local events and attractions that your property would be involved in.
List trade and consumer media your hotel would target in a PR campaign.
Make recommendations for selection of advertising media.
Identify key trade media pertinent to distribution channels.
Differentiate between restaurant pricing and accommodation pricing.
Indicate how pricing substantiates the marketing mix in the customer mind.
Use pricing mix to position the product.
Describe the trade-offs that customers make in the price value consideration.
Discuss the information necessary for effective pricing decisions.
List some common mistakes in pricing.
Identify distribution channels by market segment for a large property.
Illustrate channel management strategies.
List the revenue management criteria by market segment for your hotel
Differentiate market segment purchasing behavior.
Explain how these market segments interact with the product through the marketing and
guest cycle.
Illustrate the effects on profitability by changing the customer mix.
Illustrate the effects on profitability by changing departmental revenue mix.
Distinguish between Existing, Latent and Incipient demand.
Describe the stages a customer may be at in relation to awareness of your product.
Describe the personal sales process.
List the market segments for which personal sales is appropriate and why.
Identify potential contacts and organizations that could be beneficial to the operation.
List sources for developing prospect lists and sales leads.
List and define pricing strategies.
Identify distribution channels by market segment for a small property.
Describe methods of segmentation and the most appropriate for hospitality marketing.
Differentiate the marketing strategies that would be employed at different stages of the
PLC for this product.
Create an environment scanning strategy
Narrative Report
o List associations that you belong to and trade journals that you subscribe to.
o Explain developing trends, which will create opportunities and threats to your hotel over
the next five years.
o Explain reasons for involvement with outside contacts and organizations.
o Identify environments that require monitoring.
o List periodicals/trade publications by market segment
Project
o Create an environmental scanning strategy for your property.
F. Design relationship marketing strategy
Narrative Report
o Cite pertinent Relationship Management questions that would yield information on how
better to solve your target market needs, wants, problems
o Explain why RM is necessary
o List the resources necessary for an effective RM strategy
o Explain developing trends, which will create opportunities and threats
Project
o Create a RM strategy for your hotel.
Learning Outcome
Apply hospitality marketing techniques that contribute to a high degree of customer satisfaction, profitably.
Performance Criteria
Assessment Criteria
Developing
Competent
Exemplary
A) Discuss mission statement and positioning statement
Mission Statement
Describe purpose of a mission Discuss the relevance of a
statement
mission statement
Compare mission statements
to the competition.
Positioning Statement
Describe the purpose of a
positioning statement
Discuss the relevancy of a
positioning statement to a
property.
Compare two positioning
statements
Prepare a marketing plan for a
small property
Evaluate the effectiveness of a
marketing plan
Implement elements of an
marketing plan
- Differentiate your hotel from
another
- Formulate marketing
objectives
- SWOT analysis
- New market segments
- Competitive analysis
Identify and evaluate new
market segment opportunities
and how best to meet their
needs
B) Prepare a Marketing Plan
Prepare a Marketing plan
Define marketing plan
List components of marketing
plan
C) Knowledge of Marketing Research
Comments
Knowledge of marketing
research
Differentiate hospitality
marketing from consumer
goods and manufacturing
marketing
Differentiate the customer
experience from customer
expectations and the impact on
satisfaction and perceived value
List some basic qualitative
research techniques
Identify reasons for doing
market research
Create an environmental
scanning strategy for your
property.
List some common faults of
market research projects.
Differentiate primary from
secondary research
Contrast qualitative from
quantitative research.
D) Determine Marketing Mix
Determine marketing mix Define four basic P’s of
marketing
Determine the appropriate
marketing mix including
product analysis, pricing
strategy, promotional strategies
and distribution plan.
Tie product/service mix
delivery to traditional
marketing mix components to
determine how satisfaction is
generated.
Utilize the four basic P’s of
marketing to appropriately
achieve profitability and guest
satisfaction.
E) Create an Environmental Scanning Strategy
Create an environmental
scanning strategy
Identify environments that
require monitoring.
Explain developing trends,
which will create opportunities
and threats to your hotel over
the next five years.
Forecast impact of
environmental change
Create an environmental
scanning strategy for your
property.
F) Design Relationship Marketing Strategy
Design relationship
marketing (RM) strategy
Define why relationship
marketing is necessary
Take two market segments
from your hotel and design a
relationship marketing strategy
for each.
Develop a relationshipmarketing program for the
property.
ASSESSMENT - # 6 Management Accounting
Outcomes
Use financial analysis skills, and apply accounting principles including inventory and cost
control techniques, to a hospitality operation.
A. Describe information from financial statements and communicate aspects of financial
statements
B. Complete an accounting cycle
C. Describe accounting practices related to an accounting system for a service
business.
D. Describe control and use terminology for financial controls in the hospitality industry.
E. Identify different types of costs and calculations pertinent to control of food and
beverage operations.
F. Describe financial practices used by management in the hospitality industry
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and abilities
of the above outcome. A combination or all of the following assessment strategies may be
used.
Narrative report that describes your knowledge, skills and abilities of the above
outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Learning Outcome
Use financial analysis skills, and apply accounting principles including inventory and cost control techniques, to
a hospitality operation.
Performance Criteria
Developing
Assessment Criteria
Competent
Exemplary
A) Describe information from financial statements and communicate aspects of financial statements
State the fundamental purposes of
accounting.
State in general terms only
the purpose.
Define and describe the more
important accounting principles
and concepts.
Describe the concept of cash flow
and how cash flows in and out of
a business.
Describe comparative analysis
and use it for balance sheet and
income statement analysis.
List some of the concepts and
principles
Describe the information in the
financial statements and how to
use it.
Explain most of the accounts,
may not be able to explain
the use of the information in
a number of accounts
In broad terms only
Performs the mechanical
functions
May name the contra asset
accounts.
Define items such as owner’s
equity, net income/loss, and
drawings in the capital
statement.
Succinctly state the purpose.
Explain significance, of
GAAP, in achieving the
purpose.
State which concepts and principles Apply principles to a range
relate to the balance sheet and to
of general applications.
the income statement respectively
Clearly explain accrual versus cash Detail common cash flow
flow and what the relevant
management techniques
accounts are.
Makes simple recommendations
Makes insightful
for actions based on comparative
recommendations based on
analysis.
comparative analysis.
Explain content and use all of the
income statement accounts and
80% of balance sheet accounts
Explain such items as changes in
owner’s equity; net income/loss on
owner’s equity; and the effect of
drawings in the capital statement.
Explain contra asset accounts.
At least 90% of the Balance
Sheet Accounts can be
explain for content and use
of information.
Interpret the significance of
the amounts in the contra
asset accounts.
Quickly and correctly
analyzes and interprets such
items.
Comments
B) Complete an accounting cycle
Post to accounts, preparing a trial
balance, preparing adjusting
entries to the accounts and
complete working papers so that
the income statement and a
balance sheet can be prepared for
a small simple operation
Prepare income statements and
balance sheets in proper form
from working papers.
Transaction Debit or Credits
items are occasionally
entered in reverse.
Debit and credits are recorded
properly (for all but very unusual
item) or (majority of the time).
Perform punctually and
correctly the routines in the
accounting cycle.
Lack of knowledge or
understanding of basic
accounting principles and
concepts prevents completing
the adjusting entries.
Complete the process accurately
through the completion of the
worksheet.
Quickly find and correct
incorrect entries made by
others.
Great difficulty finding errors
made in the process.
High level of assistance is
sought in producing required
documents from the records.
Usually find and adjust for any
errors made.
Usable statements are produced.
Financial records produced
in proper form punctually
and correctly.
C) Describe accounting practices related to an accounting system for a service business.
Describe the use and management List credit cards normally
of credit.
accepted in the industry.
List and briefly describe the use
of special purpose journals in
hospitality
Calculation of depreciation
May know the names of
journals but not of the
accounts included in each.
Familiar with straight-line
depreciation calculation.
Inventory valuations
May know the names of the
main inventory valuation
Explain the relationship of sales
and the provision of credit to
guests.
Name the accounts normally
included in each of the PJ, SJ, PRJ
& CJ
Name several methods of
calculating depreciation including
declining balance, and sum of
digits method.
Calculate the dollar value of
inventory and cost of goods sold
Explain hotel credit
management practices.
Explain significance and use
of the subsidiary ledgers.
Explain the reason for
different methods of
calculating depreciation.
Recommend and justify an
appropriately method for a
methods.
Perform variance
calculations to compare
actual to standard usage.
Analysis techniques
Calculate given an income
statement and guest counts,
the average check, costs and
net income per guest.
using FIFO, LIFO and weighted
average methods.
Compare actual usage to standard
usage and can state appropriate
actions.
Assess the accuracy of the
calculations.
Perform task error free and assess
the accuracy of others in their
calculations.
given common situation.
Justify the priority or order
of actions to be taken.
Analyze the results and
make recommendations for
further investigations.
Restate an income statement
and balance sheet in common
size.
Computerized systems
Identify some of the
advantages and
disadvantages of some of the
areas of hospitality
application.
Identify some advantages and
disadvantages of a computer
system for managing, purchasing
functions, controlling inventory,
analyzing business and determining
personnel requirements, controlling
labour costs, generating daily
reports of costs and sales of
management, and budgeting and
preparing financial statements.
Identify the important
advantages and
disadvantages for managing,
purchasing functions,
controlling inventory,
analyzing business and
determining personnel
requirements, controlling
labour costs, generating
daily reports of costs and
sales of management, and
budgeting and preparing
financial statements.
External cash flow management
May be able to name
techniques.
Explain the use of concentration
banking, bank floats, and drop
boxes for cash management.
Calculate a simple cost
benefit analysis on the use of
each of the techniques, given
appropriate cost information.
D) Describe control and use terminology for financial controls in the hospitality industry
Principles of and areas of control.
Aware that controls are
important, uncertain of
principles but can list some
areas of control.
Identify basic principles of controls
including defining job
responsibilities, separating record
keeping from control of assets, and
dividing responsibilities for related
tasks and list areas of control that a
manager is responsible for.
Explain the principles
clearly.
Pricing issues.
Identify some of the
important considerations.
Identify and explain with an
example the important
considerations in pricing, including
an organization’s objectives,
elasticity of demand, cost structure
and the competition.
Provide examples for a range
of operations or brands.
Discuss the role of signature
items in combating the
difficulties.
Identify considerations and
difficulties in pricing individual
menu items.
E) Identify different types of costs and calculations pertinent to control of food and beverage operations
Discuss various costs.
Explain a few of the various
cost types.
Difficulty in discerning
which costs are relevant to
making a business decision.
Explain almost all of the various
types of costs including fixed,
variable, semi fixed, sunk,
discretionary, capital, direct,
indirect, operating, budgeted,
departmental, relevant, and
controllable.
Discern relevant costs and describe
how they are used to make business
decisions.
Explain all the cost types
with examples.
Outline, by way of
examples, other relevant
considerations in addition to
costs in making the decision.
Describe how to use information
about cost and revenues to develop
a CVP relationship for a food and
beverage operation.
Explain how controls used for F&B
can be applied to operating
supplies, front office, and in rooms
division for Guest rooms amenities
and assets.
Perform calculations using
both charting and algebraic
methods.
Recommend a sound system
if a POS with kitchen printer
is not practical.
Explain conflicts but
threatened by record keeping
of service deficiencies.
Explain the strengths and weakness
of various systems for servers
obtaining food from the kitchen
with respect to control and service.
Discuss controls versus guest
service, when they conflict, and
how the conflicts may be resolved.
Little knowledge of current
trends.
Describe current trends in
electronic fraud knowledgeably.
Reports on personal
initiatives to keep up-to-date.
Breakeven analysis
May define the relationship
in general terms.
Other inventory controls.
Explain the need for controls
in these areas.
Explanation lacks detailed
understanding of common
fraudulently practices.
Service considerations.
Discuss the special problems
with mini bar inventories
and their usage as well as
good practice to combat
these.
Comment on the risks/cost to
control of empowering
employees.
F) Describe financial practices used by management in the hospitality industry.
Middle management control.
Control assessment
Budgeting
Identify some of the areas
and activities controlled and
monitored by middle
management.
Assess internal controls for
effectiveness in one or two
areas only.
Provide general statements
on value of budgeting. May
set increases in budget goals
without setting plans for
achieving goals.
Explain the range of operations
areas and activities that are
controlled and monitored by
middle management.
Assess internal controls for
effectiveness in a number of areas.
Explain and apply the basic
principles of budgeting and be able
to explain why the budgeting
procedure is critical to cost control.
Identify non-operations areas
and activities that are
controlled and monitored by
middle management.
Ask effective questions
about controls of nonoperating areas.
Explain how to create
variable as well as a fixed
budget.
Explain the general
Explain the concept of zerobased budgeting.
Budget analysis.
State the generally the
information required to
develop the budget in one of
the departments, may know
other department
satisfactorily.
Perform most of the budget
calculations.
Recommendations for action
plan may be modest.
Menu engineering.
Perform calculations and
assign designations given
format to follow.
Competitive analysis.
Record prices, may not
determine accurately the
effect of other factors on
value perception.
Perform the calculations with
a model to follow for
procedure.
Performa statements.
Explain where zero-based
budgeting is appropriate.
Detail the information required to
determine budgeted revenue in a
restaurant operation, and budgeted
revenue in the rooms of a hotel.
Exercise budget variance and
financial statement analysis using
absolute, common size, per guest
(or room) analysis supplemented
by variance analysis to recommend
an action plan.
Apply menu engineering and make
reasonable recommendations for
dealing with dogs and ploughhorses menu items.
Research competition pricing and
comment on value.
Perform the necessary calculations
create a preformed income
statement for a restaurant to cover
its forecast costs and profit
expectations from a meal period
average check, seat turnover
figures and for hotel average room
rates required to cover all forecast
costs and room rates.
procedures for ZBB.
Create a budget with both a
food service and rooms
division.
Presents a strong set of
priorized recommendations
for action.
Propose alternative strategies
for puzzles and stars.
Discuss the effects of
ambiance, staff attitudes, and
cleanliness on the value
perception.
Perform the calculations for
an operation with both f&b
and rooms
ASSESSMENT - # 7 Communication
Outcomes
Communicate clearly, concisely and correctly in a variety of communication methods that
establishes positive relationships and meets audience needs.
A. Apply active listening skills in interpersonal communication and customer relations.
B. Communicate verbally with diverse audiences, using language that is appropriate to
the purpose.
C. Openly acknowledged and communicate difficulties, and seek appropriate help to
ensure understanding.
D. Locate, select, evaluate, organize and summarize information, using appropriate
resources.
E. Prepare and conduct a meeting.
F. Compose messages, memos, letters, reports and proposals in workplace situations.
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and abilities
of the above outcome. A combination or all of the following assessment strategies may be
used.
Narrative report that describes your knowledge, skills and abilities of the above
outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Learning Outcome
Communicate clearly, concisely and correctly in a variety of communication methods that establishes
positive relationships and meets audience needs.
Performance Criteria
Developing
Assessment Criteria
Competent
Exemplary
A) Apply active listening skills in interpersonal communication and customer relations.
Distractions are eliminated to
concentrate on understanding
the message
Opportunity is given for the
speaker to present his or her
message.
Paraphrasing and open
questions are used for
clarification of understanding.
Empathetic responses are
shown.
Listening techniques is
flawed by one or more of the
following (or similar)
descriptors:
- Seeming inattentive
- Interrupting
- Lack of questioning
- Dismissive of speaker’s
ideas
When dealing with supervisors,
coworkers or customers:
-Follow instructions correctly
without the need for repetition
-Listen without interrupting,
showing willingness to understand
Use active listening techniques,
such as:
- Note taking
- Appropriate questioning
- Showing empathy
- Eliminating distracters
- Maintaining eye contact
- Using open body language
- Summarizing to ensure
understanding
Supervisors, coworkers or
customers attest to exemplary
listening and interpersonal
skills.
Use active listening
techniques, such as:
- Paraphrasing
- Suggestions
- Encourage and assist
speaker to give ideas and
feedback
Sensitive to and reads nonverbal cues.
Use open and close ended
questions.
B) Communicate verbally with diverse audiences, using language that is appropriate to the purpose.
Comments
Clear and unambiguous
messages are given, using
language that is suited to the
listener and the workplace.
Sensitivity is shown to the
needs of non-native speakers,
including different customs in
communication.
Verbal communication is
flawed by one or more of the
following (or similar)
descriptors:
- Unclear
- Too fast-paced
- Too loud or not loud enough
- Inappropriate choice of
words, industry jargon
- Excessive mispronunciation
- Limited vocabulary
Uses language appropriate to the
listener and the situation (e.g.
degree of grammatical correctness,
appropriate use of jargon,
formal/informal language)
Rate and volume of speech, and
choice of vocabulary (including
gender-neutral terms), are adapted
to meet special requirements of the
listener.
Organizes thoughts and
explains ideas clearly and
logically in face-to-face
communication, with few
requests for clarification from
the listener.
Speaker is dynamic, confident
and enthusiastic about the
topic.
Speaker uses vocal emphasis
through pacing, pausing and
variation of volume and tone.
Lack of sensitivity is shown
to the needs of the listener,
i.e. cultural awareness
C) Openly acknowledged and communicate difficulties, and seek appropriate help to ensure understanding.
Presentations are planned and
delivered confidently, in
keeping with the needs of the
audience.
The unease of the speaker is
Presentation content is appropriate
apparent and tends to override for the audience.
content.
Presentation has logical
development, with introduction,
body and conclusion.
Eye contact and body language
used are sensitive to the needs of
the listener/audience.
Persuasive arguments are used
to present positive ideas and
respond to objections.
Negative, haphazard reacting
from the heart or from
authority (I am the boss)
rather than from the head.
Presentation has a clear
structure, with an effective,
attention-giving introduction,
use of repetition and
transitional devices for
emphasis and effective
conclusion.
Speech is free of verbal
distracters, such as “umm,”
“like,” or frequently-repeated
phrases, e.g. “you know.”
Presents logically, not emotionally.
Anticipates queries or
alternate views and has
prepared response with
documented sources.
Constructive, timely, objective.
Responds calmly to
Responds to queries and objections
without sarcasm or put-downs.
unexpected arguments.
Adaptable.
Effects change in behavior.
Coaches through feedback.
D) Locate, select, evaluate, organize and summarize information, using appropriate resources.
Required information is
promptly located, obtained,
and passed to correct person or
location using appropriate
format and medium.
Document is lacking in detail,
with simplistic presentation.
Complete and accurate citations
used.
Document lacks organized
progression or rationale.
Material well organized and
presented, with adequate details.
Essential information is
supplied within required
timelines.
Use of limited resources.
Use of varied resources including
internet, periodical, etc., as
appropriate to task.
Exemplary documentation,
organization, presentation and
resources.
Reliable details.
Breadth of extensive
resources consulted.
Clearly presents problem.
Critical information is
identified and action taken.
On time delivery.
Employs primary research.
Determine need for meeting and
who should attend.
Advise invitees.
E) Prepare and conduct a meeting.
Holds timely meetings.
Uses mix of formal and
informal communications.
Distribute agenda.
Prepare agenda.
Arrange location, date, time:
Advise attendees
Record discussions (minutes)
Ask for input to agenda
Applies Roberts Rules.
Ask for input to agenda.
Completed before required
time.
Close meeting
Thank attendees
F) Compose messages, memos, letters, reports and proposals in workplace situations.
Mechanics of writing are
correctly applied to telephone
messages, forms, memos,
letters, reports, and emails.
Format errors are present.
Inaccuracies are found in
details.
Content lacks completeness
and coherence.
Errors are apparent in
language use, grammatical
structure and lack of effective
proofreading.
The fundamental principles of
spelling, grammar and punctuation
are applied correctly.
Telephone messages are transcribed
accurately and conveyed to the
intended recipient.
Uses an appropriate business format
to compose letters, memos,
proposals and reports.
Content of documents reflects the
following characteristics:
- Clear and concise
- Positive
- Well-structured
- Well-organized
- Coherent
- Appropriate language used for
audience and context
Documents of varying
complexity, including short
reports, are composed and
produced accurately and
efficiently.
Extensive revisions would be
required for the documents to
be correct.
Documents require minimal
revision to be correct.
Documents meet business standards
Document tends to be verbose of format and presentation.
or minimalist.
Documents are likely to achieve the
Tendency to plagiarizes.
purpose for which they are
Documents contain no
proofreading errors, sentence
faults or other grammatical
errors.
Documents consistently meet
a professional standard of
presentation and appearance.
Content of documents is
polished and professional.
-Well-planned
-Paragraphs are wellorganized
-Transitional devices are used
to achieve unity and
coherence
-Tone conveys goodwill
-Closing clearly defines the
required action (where
appropriate)
-Information is complete and
accurate
Documents are consistently
correct with no revision
required.
Style of writing (e.g. direct,
persuasive, etc.) is adapted to
diverse business situations.
Documents produced can be
intended.
used as templates in the
workplace.
ASSESSMENT - # 8 Professional Behaviour
Outcomes
Reliably demonstrate professionalism, responsibility and confidence in carrying out
responsibilities.
A. Demonstrate professionalism
o Adhere to professional standards of dress, hygiene, grooming and business
etiquette
o Apply principles and concepts of time management
o Prepare professional development plan
o Demonstrate adaptability to work environments and stressors while adhering to
operational standards
B. Demonstrate responsibility.
o Demonstrate self control and take responsibility for actions
o Exhibit ethical conduct
C. Commitment to community and industry
o
o
Recognize the value of participation in industry associations and community
Possess working knowledge and comply with legislation and by-laws
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and abilities
of the above outcome. A combination or all of the following assessment strategies may be
used.
Narrative report that describes your knowledge, skills and abilities of the above
outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Learning Outcome
Reliably demonstrate professionalism, responsibility and confidence in carrying out their
responsibilities.
Performance Criteria
Assessment Criteria
Competent
Developing
Exemplary
A) Demonstrates professionalism
Maintain personal hygiene.
Adhere to appropriate
professional standards of dress,
hygiene, grooming, business
etiquette and protocol to meet
societal and industry
expectations.
Selects inappropriate work
attire.
Becomes too familiar with
guests. Not showing required
deference.
Maintain professional etiquette and
protocol.
Apply principles and concepts
of time management.
No time is allowed for
unexpected circumstances.
Exhibit positive body language and
poise.
Prepare and maintain a personal
professional development plan.
Minimal use of planning aids.
Use a time management system.
There is little or no flexibility
built in to allow adaptation of
work schedule in response to
changing priorities.
Normally meets deadlines.
Demonstrate ability to adapt to
different work environments
and stressors while adhering to
industry operational standards.
Dress safely and professionally.
Is punctual.
Eliminate down time.
The plan has flaws due to:
-Vagueness
-Irrelevancy
-Poor organization
- Plan will not lead to goals
Indicators of potential
harmful stress buildup in
work are not identified and/or
responded to. Spends too
much time at work.
Has clear achievable goals and
plans to achieve them.
Is considered a role model of
appropriate standards by
guests and co-workers alike.
Clear organization and
prioritizing of tasks indicate
the likelihood that target dates
will be met.
Work practices are adapted to
allow for necessary extras to
be incorporated while
excluding time-wasters.
Report past success in
achieving planned actions and
goals.
The plan is updated at least
annually to ensure ongoing
development.
Self assesses regularly.
Identify sources of stress.
Recognize personal strengths and
limitations. Prioritizes takes and
responsibilities.
Clear evidence that a balance
between work and
family/other commitments
maintained.
Comments
B) Demonstrates responsibility.
Demonstrates self control and
takes responsibility for actions.
Inappropriate comments may
be made, or personally
inappropriate action taken.
Pressures of work may lead to
emotional reactions too often.
Shy about accepting
responsibility for actions.
Generally remains impartial where
there is conflict or complaint, do
not argue or make excuses, and take
concerns or complaints seriously,
but not personally.
Is generally even-tempered,
flexible, patient and proactive.
Accepts responsibility for actions.
Quick to blame others.
Exhibit ethical conduct.
Confidential information may
be disclosed inappropriately.
Has difficulty resolving
issues that are not clear-cut.
Participates in acts of
misrepresentation
Promote high standards and
practices, which protect public and
bring credibility to organization,
industry and community.
Remains impartial where
there is conflict or complaint,
does not argue or make
excuses, and take concern or
complain seriously, but not
personally.
Is remarkably even-tempered,
flexible, and patient.
Seeks to find ways to prevent
an unsatisfactory
result/situation from reoccurring.
Appropriate action is taken
promptly to correct
potentially unethical
situations.
Exhibit integrity (e.g. deal fairly
with clients.) Maintain
confidentiality, and secure records.
Respect competitors.
Complies with legal requirements.
Does not tolerate theft or
dishonesty.
Honours commitments
Tends to make commitments
to without sufficient regard
Avoids offering or accepting gifts
or favors that could have undue
influence.
Promises only what can be
delivered.
Delivers on commitments
typically ahead of schedule.
for the consequences or
ability to deliver.
Interact appropriately with coworkers and customers.
Shows lack of awareness or
lack of concern regarding the
impact they might have on
the work of others.
May have an insular approach
to work
Honours written and verbal
commitments.
Shows respect for others, the work
and the work environment. Does
not discuss personal, work,
religious, or political issues in –
front- of or with guests.
Proactive stance is taken to
anticipate and carry out
actions that will help promote
mutual respect among coworkers and guests.
Speaks up promptly to stop “bad
mouthing” of guests, stereotypes,
peers, and subordinates
Promotes understanding.
Identify at least two associations,
their mandate and how they relate
to industry sector.
The organization is reflected
in a positive light.
Speaks up promptly to stop
“bad mouthing “ of
supervisors and superiors.
C) Commitment to community and industry.
Recognize the value of
participation in industry
associations and community.
May criticize competitors
rather than learn from them.
Does not yet appreciate the
benefits personally and
professionally of helping
others.
Volunteers in some capacity
Possesses working knowledge of
and comply with legislation and
municipal bylaws governing the
hospitality industry.
Volunteers in related
organizations
ASSESSMENT - # 9 Interpersonal Relationships
Outcomes
Demonstrate interpersonal relationships and leadership skills in order to interact with others.
A. Adapt to new and changing situations in teamwork and team building.
B. Utilize conflict resolution knowledge and skills.
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and abilities
to achieve the above outcome. A combination or all of the following assessment strategies
may be used.
Narrative report that describes your knowledge, skills and abilities of the above
outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Examples:
A. Adapt to new and changing situations in teamwork and team building.
Narrative Report
Outline and critique your roles, tasks and effectiveness as a team member, also a letter of
validation from a supervisor is required.
o
o
An employment evaluation that includes assessment statements regarding
teamwork involvement and performance
Validation letter from a recognized employer validating your ability to function as
a team member
B. Utilize conflict resolution knowledge and skills.
Narrative Report
Describe three instances where there was conflict and how you resolved the conflict and
what role you played
Learning Outcome
Performance Criteria
Demonstrate interpersonal relationships and leadership skills in order to interact with others.
Assessment Criteria
Competent
Developing
Exemplary
A) Adapt to new and changing situations in teamwork and team building.
Contributes knowledge,
opinions, ideas, and problem
solving skills towards meeting
the goals of the team.
Either monopolizing or not
contributing to team
discussions.
Fails to follow through on
commitments.
Collects and relays very little
information to the team.
Have more opinions than
facts.
Information provided lacks
relevance to task/topic.
Lead and provide motivation
and feedback.
Shows willingness to help
achieve team goals.
Unsure of abilities.
Listens to other team members.
Contributes time, ideas and
materials generously to the team.
Summarizes key concepts
from discussion to help focus
the team.
Suggests alternative actions.
Follows through on commitments
consistently.
Shows flexibility, compromising
when necessary.
Engages in leadership activity to
facilitate positive team interaction
and goal accomplishment.
Important force to help achieve
team goals.
Steps forward to lead on a regular
basis.
Commitments are completed
ahead of schedule to give
others extra time.
Helps group to set and meet
timelines and to stay on task.
Major force to help achieve
team goals.
Assumes leadership in critical
situations.
Adopts the role of follower.
Leads by example.
Willingly lets others make
decisions
Shares knowledge and expertise
Supports need for change.
Empowers others to complete tasks.
Provides public praise when
appropriate, and gives
constructive criticism
privately.
Comments
Maintains objectivity.
Able to be swayed by
relationships over facts.
Gives recognition.
Makes decisions based on facts and
keeps emotions in check.
Identifies effects of team members’
roles and styles on team processes.
Recognizes the real issue.
Offers a variety of solutions
for each situation.
B) Utilize conflict resolution knowledge and skills.
Uses various strategies to
resolve conflict, recognizing
that conflict is a normal
outcome of group interaction.
Adapts to different
personalities, needs and
cultures.
Treats others with insufficient
respect.
Talks loudly to those of
another culture.
Limited knowledge of
cultural expectations and
norms of important
international visitors.
Applies knowledge of human
behaviour to resolve
complaints, deal with difficult
people and various situations.
Initiative is shown in resolving
job-related problems.
Insufficient thought and
discussion may take place
before coming to a decision,
so that the action taken may
not be the best resolution.
Similar approaches may be
used in diverse situations,
Sets aside personal biases and
prejudices.
Skills include the ability to
address interpersonal
problems within the team
using positive facilitation.
Respects individuals.
Encourages inclusiveness and
creative input from all group
members to assist decisionmaking.
Provides consistent level of service
to guests of all needs and cultures.
Meets special requests whenever
possible.
Can state main cultural expectations
and norms of major visitor groups,
i.e. Japanese, Chinese, German and
French.
Anticipates special needs,
looks for additional resources
to assist where needed.
Uses a variety of strategies to help
solve complaints.
Encourages full discussion of
proposed approaches to
ensure the best decision is
reached on what action to
take. Exemplary analysis and
documentation of problems
and solutions.
Encourages creative ideas and
approaches within self and from
team colleagues in solving
complaints.
Can speak the greetings and
gratitude’s in the language of
several major visitor groups.
rather than adapting to suit
the circumstances.
Rigid adherence to own
preferred solution rather than
considering suggestions from
others.
Facts are considered; options
identified and evaluated; then the
best action is selected and carried
out to completion.
Creative approaches are
sought and considered.
ASSESSMENT - # 10 Decision Making
Outcome
Apply critical thinking and problem-solving techniques to make sound decisions and
recommendations.
Suggested Methods of Assessment
To receive credit you must provide evidence that you have the knowledge, skills and abilities
of the above outcome. A combination or all of the following assessment strategies may be
used.
Narrative report that describes your knowledge, skills and abilities of the above
outcome, using the criteria.
o Certification from a recognized agency
o Letter of validation from employer authenticating the narrative report is required
o Work based assessment completed by a recognized assessor
o Interview with assessor
o Validation Letter(s)
o Simulations/ Demonstrations
o Products of experience; for example project(s), reports, or articles written
o Exams/ Tests
o
Example:
Project (Case Study)
Use the Prescribed Case Study Model to complete the following.
You have just returned from a industry computer conference where you have been
looking at the latest in property management systems. Your front office manager is very
enthusiastic about adopting the front office applications of reservations, registration,
room status, posting, call accounting, checkout and night audit while your sales manager
sees tremendous potential for her department. However you realize that this will be a
significant expenditure for your hotel. How will you determine if the purchase of this
system is a good investment for your property.
Simulation/Demonstration
You are to handle the following situations.
1. You are senior shift supervisor in XYZ Outlet. Choose one of the following.
One of your line staff came to you during a business shift to tell you:
a. He/she observed another employee stealing
b. He/she accused another supervisor of sexual harassment
c. A bomb threat has been received
2. A guest strongly complains about the noise that she endured during the night. She is
asking for compensation. Make a decision.
Narrative Report
1. You are considering PLA for a course. Will you do it?
2. Give an example of a time when a decision was required outside your normal scope
of responsibility and the outcome.
Learning Outcome
Apply critical thinking and problem-solving techniques to make sound decisions and
recommendations.
Assessment Criteria
Performance Criteria
Apply critical thinking and
problem-solving techniques to
make sound decisions and
recommendations.
Developing
Lets others make decisions.
May jump to a solution
before problem is properly
defined and the appropriate
data collected and analyzed.
Tasks are uncompleted due to
indecision.
Lack of skill may be apparent
with regard to what
information is needed to help
decide on appropriate action
Does achieve results
warranted by knowing “how
things are done around here”.
Competent
Describes common steps in a
problem-solving process and
explain how to use in a specific
situation
Devises an action plan that is
ethically and legally sound.
Recommends when circumstances
warrant offering a complimentary
service to promote customer
satisfaction.
Assesses situations to determine
when to seek help and involve
others.
Exemplary
Comments
Anticipates potential problem
areas through observation,
data analysis and
interpretation and take
appropriate action to avoid
problems.
Devises an action plan that is
realistic and sensitive to the
needs of people and situations
Communicates with others
using “question techniques”
and negotiates to resolve
conflicts.
Offers a variety of solutions
for situations
59
Make decisions that will assist
in the continuous improvement
of people, services and
products.
Presents ideas to others rather
than making a decision on
items that are within authority
to make.
Evaluates plans, actions and
situations continually to determine
success against established criteria.
Evaluates opportunities to improve
services and/or products.
Communicates results of
decisions in a variety of
formats to ensure clarity in
understanding by all people
involved.
Keeps an open mind.
Decisions are made in a timely
fashion, defended, and followed
through to completion.
Tasks lie uncompleted due to
indecision.
Lack of skill may be apparent
with regard to what
information is needed to help
decide on appropriate action;
who to ask for information;
how to decide what to do; and
taking action.
Where the decided approach to be
taken lies outside the applicant's
area of authority, or where a clear
decision cannot be made, approval
or assistance is sought from the
supervisor.
Discretion is exercised as to
who else needs to be included
in the decision making
process.
60
SAMPLE LETTER REQUESTING EMPLOYER VALIDATION
Dear Employer
Thank you for taking the time to assist your employee in his/her Prior Learning Assessment
(PLA) endeavour. Our institution recognizes the value of on the job workplace training and
experience and wishes to award the candidate credit towards our program for his/her prior
learning.
In order to provide your validation for this credit we need you to complete the following:
1. Please enter all the information on the Evaluation Reference Form.
2. In the attached PLA Assessment Guide your employee should have highlighted the
performance criteria in the areas for which they are seeking credit.
3. For each of the learning outcomes a set of behaviours for the performance criteria is
listed in either “developing,” “competent,” or “exemplary.” Please initial the
individual statements in the appropriate column.
4. Use the comments column to qualify or clarify your choices.
5. Any highlighted areas you do not feel comfortable commenting on or believe you
shave seen insufficient evidence to comment on, simply leave these blank and they
will be considered “not evaluated.” The candidate can then demonstrate them in an
alternate method.
6. Please complete a validation letter to accompany the completed forms. Your
employee may furnish you with a letter to be signed or you may use the attached
sample letter as a guideline.
If I can be of any assistance or you have questions regarding the PLA process you may
contact me at _________.
Yours truly
61
The Prescribed Case Study Model
Case Studies
The cases that you will be working on are structured to develop your problem-solving skills
using creative and critical thinking. The following is the model you should use to do all of
your case studies; criteria for marking your case studies will be based on this model. The
model includes six steps as follows:
A. State the Problem(s)
This should be clear, concise and complete. Cases, like real business situations, rarely
have one clear-cut problem. Instead each situation will encompass a number of symptoms
that are a result of the central problem(s). You must be able to differentiate between the
symptoms and the main problem(s). This section of the analysis has two parts—identifying
the central problem and identifying the symptoms, if any, that must be dealt with
immediately. For example, a symptom may be a high rate of absenteeism, but the central
problem might be that the company does nothing to motivate its employees.
B. Facts and Assumptions
List all relevant facts available and all assumptions made. Clearly label which is which. In
this section, include only the facts and assumptions that have a bearing on your suggested
solutions, recommendations, and/or follow-up.
Never will all possible information needed to resolve a problem be available in a business
situation. Therefore, decisions must be made with the best data available and with logical
assumptions to fill in the gaps.
C. Possible Solutions
Brainstorm for possible solutions. Be creative. Do not put any restrictions on your thinking;
do not at this time do any evaluating of suggestions. Let your imagination go wild. One
solution may have several components to it.
D. Evaluate Possible Solutions
Critically evaluate each suggestion for strengths and weaknesses. Look at each suggested
course of action and ask a series of questions: Does it agree with the company's mission
statement/objectives, etc? How soon will the expected results happen? Is that soon
enough? How much will it cost? Does the company have the money? What is the
likelihood of successful implementation? Will the employees/management see the benefit to
this course of action?
E. Make a Decision/Recommendation
Based on your evaluation, choose a solution and support why you chose it. You should also
identify any weaknesses in the plan you have chosen.
This section of the analysis should include a detailed action plan for implementation
including time lines, who needs to do what, when, where, and how.
Follow-up Procedures
Details on how you plan to measure whether the plan has worked—in other words, a method
of evaluating the success of your recommended solution.
This should include recommendations on who, when, and how the implemented plan will be
monitored to determine if the problem along with any symptoms has been fixed.
62
EVALUATOR’S REFERENCE PAGE
Name
Title
Company or
Brand
Location
Month and
Phone Number &
year of
Observations
Email
current
start
at time of
observations
finish
current
start
at time of
observations
finish
current
start
at time of
observations
finish
current
at time of
observations
start
current
start
at time of
observations
finish
current
start
at time of
observations
finish
Signature
Sample
Initials
finish
63