Title:
21 st Century Instructional Guide for Career Technical Education
Lodging Management Program 1A
Human Services Cluster
Academic Foundation
Lodging Management Program 1A (WEVIS Code 1203)
Standard Number:
HS.S.LMP1A.1
Essential
Questions:
Academic Foundation
Students will identify the organization and structure of lodging management properties.
What is the role of organization and structure in the development of lodging properties?
Objective Number: Objective: Learning Plan & Notes to Instructor:
HS.O.LMP1A.1.1 categorize types of lodging properties.
HS.O.LMP1A.1.2 compare the components that make up commercial, airport, suite, extended-stay, residential, resort, bed & breakfast, vacation ownership, condominium, casino, conference, convention, alternative lodging properties.
HS.O.LMP1A.1.3 compare services found in world-class, midrange, and economy hotels.
Discuss key lodging classifications, the definition of each, and each one’s target market.
Give students materials to create a chart listing the various types of lodging properties along with their characteristics. Students should color code the same characteristics across each type of lodging property.
Discuss the services that world-class properties offer.
Discuss the services that mid-range properties offer.
Discuss the services that economy hotels offer.
HS.O.LMP1A.1.4 classify ownership models of hotel properties. Construct a profile of independent, chain, and franchise properties. Distribute a list of hotels in your area. Have students classify each one’s ownership model.
HS.O.LMP1A.1.5 create a chart of the advantages/ disadvantages of owning independent and chain hotels.
Give a list of advantages and disadvantages of owning different ownership models. Have students determine which advantages and disadvantages align with the appropriate ownership models.
HS.O.LMP1A.1.6 outline the process for implementing management contracts.
Discuss the parties making up management contracts. Discuss what each party’s input is in the contract. Give the students random steps for
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HS.O.LMP1A.1.7 develop an organizational chart of a hotel.
HS.O.LMP1A.2.4 distinguish between controlling inventory/controlling demand. implementing contracts and have them order them.
Have students develop a list of the various departments in a lodging property. Plug these into an organizational chart. Then have students list staff making up each lodging property and plot these on the chart under department.
HS.O.LMP1A.1.8 explain the functions of the main divisions of a hotel including rooms, food, beverage, maintenance, marketing, accounting, human resources, security.
Give students a scenario that utilizes each division of a hotel. Ask students to pair up and choose a division. With the choice of a division, the team should analyze what that division would be responsible for in the scenario given.
Standard Number:
HS.S.LMP1A.2
Guest Services Overview
Students will:

demonstrate knowledge of guest service elements required for successful employment in the lodging field.
 utilize knowledge of guest service practices needed to perform skills required in the lodging field.
Essential
Questions:
What does service mean to the lodging world?
Objective Number: Objective: Learning Plan & Notes to Instructor:
HS.O.LMP1A.2.1 research the elements of good service.
HS.O.LMP1A.2.2 relate the steps needed in developing a strategic plan for guest services.
Define service. Have students draw up a chart listing the tangible elements of good service and how these elements affect customer satisfaction.
Define strategic plan. Have students team up in groups of 3-4 and develop a strategic plan for guest services in a hotel type of their choice. Have teams share their plans and discuss the points of their plans.
HS.O.LMP1A.2.3 discuss the distribution channels in guest service.
Define distribution channels relative to guest services.
Define controlling inventory. Define controlling demand. Give students a list of strategies and have them choose if there is a relationship to controlling inventory or controlling demand.
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HS.O.LMP1A.2.5 explain the importance of time channels/distribution channels to service.
HS.O.LMP1A.2.6 determine strategies used for managing supply/demand at hospitality properties.
Have students list services that customers might want in a large luxury hotel. Discuss appointment times relative to these services. Ask students what customers “want what they want when they want it” would mean. Have students plan strategies to keep customers happy relative to time waiting.
Define capacity-constrained businesses.
Define level-capacity strategy.
Define chased-demand strategy.
Give students a scenario of a restaurant. This seafood restaurant is at the beach and has many guests during summer season which is peak.
Discuss service strategies to manage heavy demand at peak times i.e. reservations, etc. Discuss the relationship between high demand periods and low demand periods and strategies.
Have students discuss how the need for employees fluctuates relative to high peak and low seasons in the hotel industry, i.e. training, scheduling.
HS.O.LMP1A.2.7 plan service standards for a hospitality property.
Define market segmentation. Have students team up and choose different types of lodging. Have students match target markets for that type of lodging and then plan service standards for that type of lodging property.
Standard Number:
HS.S.LMP1A.3
Safety and Security
Students will

demonstrate knowledge of safety, chemical, and security management in a lodging property.

utilize knowledge of safety and security at a lodging property to perform skills necessary to
Essential keep the property safe and secure.
What is safety and security
Questions:
Objective Number: Objective:
’s role in affecting customers, employees, and the community?
Learning Plan & Notes to Instructor:
HS.O.LMP1A.3.1
apply safe methods for lifting, moving, and carrying items.
Have students prepare a poster that shows appropriate safe methods for lifting, moving, and carrying items.
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HS.O.LMP1A.3.2 discuss potentially hazardous conditions present at a lodging facility.
HS.O.LMP1A.3.3 develop a plan for storing, handling, and labeling chemicals at a lodging facility.
Have students team up to develop lists of potentially hazardous conditions at a hotel. Discuss possible remedies for these conditions.
Discuss the various types of chemicals that might be in a lodging establishment. Define MSDS., Define
OSHA. Divide the class into 3 groups. Have each group choose either storing, handling, or labeling and develop a safety plan.
HS.O.LMP1A.3.4 demonstrate the proper use of cleaners and chemicals in a lodging facility.
HS.O.LMP1A.3.5 discuss a plan for implementing locking systems, surveillance, front desk security to protect guests in a lodging property.
Pass out several different labels of different cleaners and chemicals in a lodging property. Have students prepare the MSDS sheet relative to those cleaners and chemicals and discuss the hazards and the manufacturer’s guidelines relative to the product.
Have students “brainstorm” possible safety or security issues that the front of the house staff or customers might encounter. Discuss ways to alleviate these issues and protect staff and guests.
Prepare a list of “watch for” behaviors and activities
HS.O.LMP1A.3.6 determine suspicious activities that will help minimize guest and employee theft.
HS.O.LMP1A.3.7 develop an emergency response plan for techniques to handle crisis situations in a lodging facility. that might lead to theft in a lodging property.
Have students use the internet to research responses to crises that have occurred in lodging properties, i.e. fires, etc. Have students choose a particular crisis and develop a response plan that would handle that type of crisis.
Standard Number:
HS.S.LMP1A.4
The Guest Cycle
Students will:

Students will examine all aspects of the guest registration cycle in a lodging property.
How do guest cycles impact the flow of business in a lodging property?
Essential
Questions:
Objective Number: Objective: Learning Plan & Notes to Instructor:
HS.O.LMP1A.4.1 chart the stages in the guest cycle.
HS.O.LMP1A.4.2 outline the activities/events occurring during each stage of the guest cycle.
Have students define the pre-arrival, arrival, occupancy, and departure stages of a guest’s visit.
Have students chart what takes place during the prearrival, arrival, occupancy, and departure stages of a guest’s visit.
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HS.O.LMP1A.4.3 demonstrate the use of guest registration
HS.O.LMP1A.4.5 cards, transaction files.
HS.O.LMP1A.4.4 demonstrate how to use information directories to answer questions. create split and master folios to meet guests’ needs.
HS.O.LMP1A.4.6 discuss ways to meet special guest needs/regular guest needs.
HS.O.LMP1A.4.7 role play methods to handle different types of guest complaints.
Have students define transaction files.
Have students list what type of information goes on guest registration cards and transaction files. Give students profiles so that they can fill out registration
Have students define information directories.
Have students define reader boards and discuss their function.
Give samples of information directories. Have students lookup answers for questions they might receive from customers.
Define split folios.
Define master folios. Give students various guests requests and have them determine how these will met relative to split and master folios.
Give students different physical handicaps. Have students discuss how they could meet the needs of their guests.
Have students list types of complaints guests may have.
Explain how guest complaints are recorded.
Have students develop a list of complaint resolutions they might use relative to the types of complaints they may receive.
Have students draw customer complaint scenarios and roleplay resolutions.
Discuss followup for complaints.
Standard Number:
HS.S.LMP1A.5
Telecommunications
Students will:

Students will analyze the role of telecommunications in the front office of a lodging property.
Essential
Questions:
What does telecommunications mean to the hotel industry?
Objective Number: Objective: Learning Plan & Notes to Instructor:
HS.O.LMP1A.5.1 demonstrate the ways guests can make directdial/operator assisted calls.
Review the types of calls that guests may place during a hotel visit.
Describe how hotels handle different types of calls.
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HS.O.LMP1A.5.2 discuss sophisticated telecommunication systems with their functions found in a lodging property.
HS.O.LMP1A.5.3 perform telephone service duties required in a
Standard Number:
HS.S.LMP1A.6
Essential
Questions: lodging property.
Define automatic call dispensing places.
Discuss telephone/room status calls.
Discuss call detection equipment.
Have students develop a telephone answering cycle for staff to follow.
Describe how customer faxes might be handled in a hotel.
Discuss how hotels handle wakeup calls.
Discuss internet usage in a hotel.
Define TDD.
Define dataport.
Reservations
Students will:

Students will identify the functions required when making guest reservations in a lodging property.
What is the role of guest reservations in the lodging industry?
Objective Number: Objective:
Define collect calls.
Define third party calls.
Define person-to-person calls.
Define direct-dial calls.
Define toll-free calls.
Define premium-price calls.
Roleplay these types of calls.
Review the types of equipment that may be found in hotels.
Define a call accounting system (CAS).
Describe this system.
HS.O.LMP1A.6.1 chart the functions of the following types of reservations: prepayment, credit card guarantee, advance deposit guarantee, travel agent guarantee, voucher or MCO guarantee, corporate guarantee, non-guaranteed.
Learning Plan & Notes to Instructor:
Have students research the functions of the various types of reservations.
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HS.O.LMP1A.6.2 define the factors of a binding agreement between the lodging property and the potential guest.
Have students define binding agreement.
Have students divide into groups. Have each group develop a binding agreement between a customer and property.
HS.O.LMP1A.6.3 outline how a global distribution system works. Define global distribution. Have students use the internet to look up the Sabre System, Galileo,
Amadeus, and Worldspan. Discuss the differences.
HS.O.LMP1A.6.4 demonstrate how to make reservations through the internet.
Use the internet to see what information is needed to make a reservation.
HS.O.LMP1A.6.5 describe sources of reservations in a lodging property including: affiliate, non-affiliate, central reservations, intersell agencies, global distribution systems, direct reservations.
HS.O.LMP1A.6.6 operate the reservations module to determine availability, create reservations records, confirm reservations, maintain reservation records, generate records.
HS.O.LMP1A.6.7 calculate the percentage of walk-ins, noshows, overstays, and understays.
HS.O.LMP1A.6.8 determine the types of information needed for forecasting.
Have students define affiliate.
Have students define non-affiliate.
Have students define central reservations.
Have students define intersell agencies.
Have students define global distribution.
Have students define direct reservations.
Have students use simulations to operate the reservation system.
Have students define forecasting.
Divide class into teams and give them problems and formulas to
Have students list information that managers would need to forecast a 10-day stay..
HS.O.LMP1A.6.9 create a 5 day forecast.
21 st Century Skills Learning Skills & Technology Tools
Give the students information to create a 5 day forecast.
Teaching Strategies
Culminating Activity
Evidence of Success
Information and
Communication
Skills:
Thinking and
Reasoning Skills:
21C.O.9-12.1.LS1.
21C.O.9-12.2.LS1
21C.O.9-12.3.LS1
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Personal, and
Workplace, Skills:
Entrepreneurship
Skills:
Culminating
Assessment:
Links and Other
Resources
Learning Skills & Technology Tools Teaching Strategies
Culminating Activity
Evidence of Success
A.01 Choose appropriate standard according to your content area based on the national entrepreneurship
Culminating Assessment:
End of chapter activities.
End of chapter assessments.
End of course credential test for Lodging Management Program 1A.
Certification test given by AH&LA to the students who qualify.
Completion of required hours in working toward certification to those students who choose to qualify.
Participation by student teams in the WV LMP competition and the National LMP competition for those students who qualify.
Links and Other Resources
Related Websites:
American Hotel & Lodging Association http://www.ahla.com/
Pathways to Success http://careertech.k12.wv.us/pathwaystosuccess/
U.S. Department of Labor in the 21 st Century http://www.dol.gov/
Advanced Distributed Learning www.adlnet.org
America's Career InfoNet www.acinet.org
America's Job Bank www.ajb.org
America's Service Locator
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Contacts: www.servicelocator.org
CareerOneStop www.careeronestop.org
Employment & Training Administration www.doleta.gov
The Job Accommodation Network (JAN) http://www.jan.wvu.edu
Monthly Labor Review Online: Labor Force Archives http://www.bls.gov/opub/mlr/indexL.htm#Labor force
Occupational Information Network www.doleta.gov/programs/onet
Office of Disability Employment Policy www.dol.gov/odep
Career Voyages http://www.careervoyages.gov/index.cfm
Workforce West Virginia https://www.workforcewv.org/
West Virginia Earn A Degree Graduate Early (EDGE) http://www.wvtechprep.wvnet.edu/edge.htm
West Virginia Career and Technical Education http://careertech.k12.wv.us/
West Virginia Hospitality Education and Training http://wvheat.org
Contacts:
CTE Teachers: See CTE Directory
WV HEAT Coordinator: Kathryn Mace, klmyers@access.k12.wv.us
OCTI Assistant Executive Director and EOCTST Coordinator: Donna Burge-Tetrick
OCTI Executive Director: Gene Coulson
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