Goal # 1: Introduction to the Hospitality Industry
Big Idea (s): The Hospitality Industry is huge. It is made up of many different businesses that meet the
needs of guests around the world. Let’s put together a “Wheel of Hospitality” to show how they all
surround the most important part of Hospitality: the guest.
Essential Questions: How many different businesses can you think of that is part of the Hospitality
Industry?
Learning Outcomes
Students will know and be able to do:
Research different aspects of the Hospitality
Industry including: Lodging, Food and
Beverage, Recreation, Transportation, Retail,
Cruise Lines, Historical and Cultural
destinations, Sales and Marketing.
Outline responsibilities of each area.
As evidenced by:
(oral, written, or performance)
Create the “Wheel of Hospitality” including major
divisions of Hospitality and Tourism.
Apply internet research to organize information and
graphics that will be part of your “Wheel”.
Prepare and present 3 minute oral presentation of your
project to group.
Develop a plan for project with partner.
Organize information select an approach to
creating your personal “Wheel of Hospitality”
Resources: Internet, Poster Board. Computers
Extension Activity: Students will write a summary of their experience with this project and evaluate the
presentations and “wheels” of other groups
Common Formative Assessment(s)
Summative District Assessment(s)
Trimester One DWTA
Goal # 2: Introduction to the Lodging Industry: Structure and Organization
Big Idea (s): There are many different types of lodging properties that have been developed to meet
the needs of various types of guests.
Essential Questions: Why are there so many different types of places for guests to stay?
Learning Outcomes
Students will know and be able to do:
As evidenced by:
(oral, written, or performance)
Identify and classify different types of
Lodging facilities including: Commercial,
Resorts, Airport, Convention Centers, Inns,
Bed and Breakfasts, Casino Hotels, and
Residential.
Write outline of descriptions of various properties as
well as including local lodging businesses.
Explain the various markets that these
different properties serve.
Resources: Lodging Management Program Year One, Computers and internet
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Trimester One DWTA
Goal # 3: Property Organization: Major departments of lodging properties and their main responsibilities and tasks to he
meet the needs of our guests.
Big Idea (s): Think of a hotel business like you own home. There are many different responsibilities that help to run a sm
household.
Essential Questions: Think of yourself as a guest in a hotel. How many different services would you need to make a ple
stay?
Learning Outcomes
Students will know and be able to do:
As evidenced by:
(oral, written, or performance)
Identify and outline responsibilities of major
departments in a hotel including:
Front office, food and beverage, housekeeping,
maintenance, financial and administrative,
sales and marketing.
Two minute team presentations of one of the departments assigned by
instructor including responsibilities and personnel in the department.
Compile a list of major departments and responsibilities and personne
type and enter into binder.
Resources: Lodging Management Program Year One, Computers
Extension Activity:
Goal # 4: Understanding of soft skills and guest service expectations at the front desk.
Big Idea (s): We must provide excellent customer service at the front desk to exceed guest expectations.
Essential Questions:
1. What does a guest expect when they arrive at the property?
2. What are the basic steps of greeting the guests at the front desk?
Learning Outcomes
Students will know and be able to do:
o Make proper eye contact
at the front desk
Greet the guest
professionally
o Verify guest information
o Use the guest name 3x
during the check-in
procedure
o Project a positive first
impression to all guests
arriving at the property
Resources:
o Guest service videos
o REMCO Night Vision software
o Local Hospitality Business
As evidenced by:
(oral, written, or performance)
o
o Students to role play scenario of meeting and
greeting guests including eye contact and body
language
o Verify guest information by printing a folio in
REMCO night vision program
o Summarize in writing the greeting process
o Students to practice guest service skills through
job shadowing activities
Extension Activity:
Common
Formative
Assessment(s)
Summative District Assessment(s)
Goal # 5: Basic Service Standards- Using basic service standards make people feel welcomed and comfortable in
having their needs met when entering the hospitality area.
Big Idea (s): You only get one chance to make a first expression.
Essential Questions: Why do I have to use these standards in school when I will do them at my job when I get paid
Learning Outcomes
Students will know and be able to do:
As evidenced by:
(oral, written, or performance)
Performance based assessment on
interaction with customers and guests.
Properly meet and greet guests entering our area.
Communicate effectively with customers and co-workers.
Identify how behaviors and attitudes influence your ability to provide
quality customer service.
Through daily observation and daily
evaluation grade.
Written essay on how personal issues can
barriers to effective customer service.
Resources: Industry standards for personal appearance and grooming.
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s
Goal# 6: Personal Hygiene, Grooming, Appearance- Student awareness of personal hygiene as it relates to
guest service.
Big Idea (s): There is no bigger way to turn off a guest with a personal hygiene issue.
Essential Questions: Why can’t I just look good on the outside?
Learning Outcomes
Students will know and be able to do:
As evidenced by:
(oral, written, or performance)
Understand the importance of proper attire in
the workplace.
Student’s attire evaluated each day by instructor and
noted on daily evaluation sheet.
Identify all steps and procedures to maintain
personal hygiene and grooming.
List main areas of concern as it relates to the success of
hospitality operation.
Recognize the difference between their perception
of proper appearance and industry’s expectations.
Come to shop daily in professional attire.
Resources: Industry standards for personal appearance and grooming.
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal #7 : Safety and Security
Big Idea (s):
Essential Questions:
Learning Outcomes
Students will know and be able to do:
As evidenced by:
(oral, written, or performance)
Resources:
Common Formative Assessment
Summative Assessment
Goal # 8. Communication Skills- Communication is essential to effective customer service and hospitality
management.
Big Idea (s): Everyone needs to effectively communicate through writing.
Clear and concise business writing is essential to the success of the hospitality industry and customer
service.
Essential Questions: Why is it important to communicate to people through many different forms of writing?
Learning Outcomes
Students will know and be able to do:
Understand the key components of business
communication
As evidenced by:
(oral, written, or performance)
Accurate completion of a business letter for publication,
incorporating key components of a letter to include: (rubric
assessed)
Write a basic business letter.
Addressing
Respond to a request for information from
an industry professional
Produce written memos on various customer
service topics.
Opening statement
Framework
Summary
Explain the importance of making an outline
for written communication
Write memo to the front office staff regarding customer
service.
Students to follow basic rules of business writing etiquette
Resources: Computer with Microsoft word, written example of acceptable letters.
Extension Activity: Adding examples of successful writing to student portfolios. Students share response to
letters from industry professional.
Common Formative Assessment(s)
Summative District Assessment(s)
Goal # 9. : Oral communication skills are essential for effective Hospitality Management and Customer
Service.
Big Idea (s): Everyone is judged on being able to speak clearly and effectively.
Clear and concise oral communication is essential to the success of the hospitality industry and customer
service.
Essential Questions: Why can’t I just talk like myself? I’m doing fine now.
Learning Outcomes
Students will know and be able to do:
Differentiate between verbal and non
verbal communication to acquire and
maintain employment in the hospitality
industry.
As evidenced by:
(oral, written, or performance)
Written test on non verbal and verbal experiences.
5 minute presentation to class with a rubric based
assessment.
Perform a presentation to classmates on
customer service related topics
Oral presentations based on these three groups: guests, peers,
adults.
How to interact with peers, guests, and
adults using industry standards
Resources: Local hospitality and businesses for guests. Environment conducive for presentations
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal # 10: Explore career opportunities in the Hospitality, Tourism and Guest Service Management
Industry
Big Idea (s): There are so many options and job opportunities in the hospitality and customer service
industry.
Essential Questions: Why is it important that we understand there are different types of guest services?
Learning Outcomes
Students will know and be able to do:
Identify service expectations in lodging,
food and beverage, and travel and tourism.
As evidenced by:
(oral, written, or performance)
Write an essay or short report on findings of different
levels and types of guest and customer services.
Explore interest level of various hospitality
related careers.
Perform a 3 minute oral presentation on their main area
of interests .
Explain the difference between delivering
tangible and intangible products
Written quiz on examples of each type of product.
Resources: Lodging management year 1 and year 1 workbook. Guest speakers to visit school. Computers and
internet access. Room conducive for giving presentations
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal # 11: Explore Facilities management and it’s place delivering quality customer service
Big Idea (s): Even employees in areas of little guest contact must be skilled in basic customer service.
Essential Questions: If you are working in a back of the house position why should you care about
customer service?
Learning Outcomes
Students will know and be able to do:
Identify the importance of back of the
house staff that impact customer service.
As evidenced by:
(oral, written, or performance)
Written test of back of the house employees and their
responsibilities.
Recite knowledge of facilities, layout and
operations to best serve our customers.
Students prepare a script for providing tours for guests
visiting our school.
Accept that all positions in hospitality field
are required to show customer service
skills.
Performing shop related tasks in back of the house
departments.
Write an essay on the essential skills for back of the house
staff as it relates to customer service staff and facilities
management.
Resources: Lodging management textbook and workbook, new software the Job journey
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal # 12: Time management- Using time management skills as a student will enhance their performance on the
job.
Big Idea (s): Effective use of time management will make everyone a better employee to meet the needs of a guest.
Essential Questions: It’s my time” why can’t I do with it as I please”.
Learning Outcomes
Students will know and be able to do:
Differentiate between personal time and school/work
time.
As evidenced by:
(oral, written, or performance)
Student developed time log for 2 days at home and 2 days
in school.
Identify areas in their lives, school, and work where they
could use their time more efficiently.
Orally explain their personal areas of weakness as it relates
to time management.
Start to self manages their time as it relates to their
productivity in school.
Written evaluation during daily and at the end of each
cycle on their use of time.
Explain the importance of time management skills in
delivering customer service
Resources: Time usage sheets, graphic organizers, computers and internet for research on the subject.
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal# 13: Conflict resolution- Identify the three ways that conflict management can be resolved.
Big Idea (s): You think you have conflict now, just wait, there’s much more down the road.
Essential Questions: Lose- Lose- Win- Lose or Win -Win ….What could these outcomes mean?
Learning Outcomes
Students will know and be able to do:
Identify different solutions to a problem utilizing the
three methods of conflict resolution.
Create examples of conflict in the workplace (teams).
Use conflict resolution techniques to begin the process
of responding to customer complaints.
As evidenced by:
(oral, written, or performance)
Given a scenario student‘s will correct problems using a
rubric based assessment.
Using customer based businesses students will interview
staff and write out solutions in conflict resolution.
Written quiz on four essential steps on customer
complaints.
Use the four basic steps in resolving customer issues.
Students complete graphic organizer to show steps of
handling complaints.
Resources: Local businesses, community and industry representatives.
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
As evidenced by:
(oral, written, or performance)
Student’s attire evaluated each day by instructor and
noted on daily evaluation sheet.
List main areas of concern as it relates to the success of
hospitality operation.
Goal #13: Determine the importance of excellent Communication Skills and Front Office guest
services
Big Idea (s): Professional communication skills play a key role in providing excellent guest service at
the front desk.
Essential Questions:
1. How many different ways can we communicate to the guest our desire to provide excellent
customer service?
Learning Outcomes
Students will know and be able to do:
o Understand the connection to
building relationships and customer
loyalty through excellent guest
service
o Explain the importance of active
listening skills
o Give directions within and outside of
the property
o Provide information on room
availability and room rates.
o Describe how an employee attitude
can make a difference to each guest
o
o
o
o
As evidenced by:
(oral, written, or performance)
Summarize in writing the importance of
excellent guest service, building positive
relationships and guest loyalty
Students in small groups will create scenarios
and roll play to demonstrate the importance of
active listening techniques
Create maps and directions to help guests find key
locations on and off the property
Summarize in writing the video “Spirit of
Hospitality” from the lodging management
program
Resources
o Spirit of Hospitality Videos
o Lodging Management Program
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal #14: Explore both written and verbal communications in the context of guest relations and customer
service.
Big Idea (s): There are many methods of communication that can impact the experience of the guest.
Essential Questions:
1. How many different ways can communication either enhance or detract from a guest experience?
2. Why in the world do I have to fill out a log book at the end of each shift?
3. Do I know enough about our property and the surrounding area to meet the needs of the guests?
Learning Outcomes
Students will know and be able to do:
o Summarize the importance of log
books for the purpose of effective
Front Office communication.
o
o Students will understand the
importance of information
typically found in the guest
directory
o
o Define the meaning of reader
board and guest resume
o
o Outline proper procedures for
answering phones, taking messages
and directing calls
o
o Telling the importance of sending
and receiving faxes and executing
wake up calls
As evidenced by:
(oral, written, or performance)
o Students brainstorm ideas for general information
found in a log book
Create an In-house Log Book
Students will gather information needed to put
together our own guest directory (ie tourist attractions,
lodging, restaurants, etc…)Students to update the reader
board for in-house meetings & events
o Students to summarize in writing the information
found in a group resume
o Demonstrate proper telephone
o skills
Resources:
o Lodging Management Program
o Telephones / Message Slips
o Fax Machine
o REMCO Night Vision program
Extension Activity:
Goal #15: Define the guest cycle and explain the employee procedures to ensure guest privacy and
security.
Big Idea (s): Learn the 4 stages of the guest cycle and identify the importance of the front office and
how it relates to safety.
Essential Questions:
1. How does a fire alarm/emergency relate to the front desk?
2. Is it OK to give out guest room numbers/keys?
3. What are the 4 stages of the guest cycle?
Learning Outcomes
Students will know and be able to do:
As evidenced by:
(oral, written, or performance)
o Identify and describe the 4 stages
of the guest cycle
o Outline the activities in each of the
4 guest cycles
o Summarize the responsibilities of
the front desk to ensure guest
privacy
o Understand the importance of key
control and guest security
o List and explain the property
procedures for handling emergencies
o Summarize in writing the 4 stages of the guest
cycle
o Orally explain steps to ensuring guest privacy
o Students will create a procedure manual for
employees to follow in an emergency
Resources:
o REMCO Night Vision program
o Lodging Management Program
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Concepts
Skills
Goal #16: To know and understand the reservation process.
Big Idea (s): Describe the information needed to complete a reservation and how it effects the other
departments.
Essential Questions:
1. What are the different types of reservations?
2. What is forecasting and who does it affect?
3. What information is needed to make a reservation?
Learning Outcomes
Students will know and be able to do:
As evidenced by:
(oral, written, or performance)
o Make a complete reservation
manually and in REMCO night
vision software.
o Describe the types of reservations
o List different sources of reservations
o Define forecasting
o Describe the importance of proper
forecasting for the operation of a hotel
o Describe the importance of accuracy
when taking a reservation
o Accurately complete reservation in REMCO
night vision software.
o Orally describe 3 types of reservations
o Summarize in writing the sources of reservations
o Create a weekly forecast for hotel occupancy
o Students to complete a written reservation
during a group activity
Resources:
o REMCO Night Vision Program
o Lodging Management Program
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal #17: Students to investigate and apply skills necessary to complete the guest registration.
Big Idea (s): A clear understanding of the steps of the guest registration process and how they are a
critical part of the front office operation.
Essential Questions:
1)
2) What are the important parts of customer service during the guest registration?
Learning Outcomes
Students will know and be able to do:
o Write a brief description of each of
the 4 stages of the guest cycle.
o Determine the activities during preregistration
o Summarize the activities during the
arrival stage of the guests cycle
o Describe the tasks during the
occupancy stage including guests
rights and innkeeper responsibilities
o List the services that are completed
during the departure stage
o
o
o
o
o
o
As evidenced by:
(oral, written, or performance)
Students will write an accurate summary of each of
the 4 stages
Students will open a guest folio on REMCO
night vision
Students will role play various activities which
occur during the arrival stage of the guest cycle
Students to post financial transactions on
REMCO folio
Students to summarize in writing the importance of
guest privacy and security
Students will practice greeting guest that enter
our work area using applicable soft skills
Resources:
o REMCO Night Vision software
o Computers with Microsoft word
o Copies of completed folios
o Lodging Management Program
(Volume One)
Extension Activity:
Summative District Assessment(s)
Goal #18: To understand and practice dealing with Guest Complaints
Big Idea (s): Communication skills are critical in customer service but none more important than
dealing guest issues and complaints.
Essential Questions: What are the different types of guest complaints?
What is the proper approach and response to guest complaints?
Do you think you can earn a guest for life or is it a one shot deal?
Students will know and be able to do:
Describe and explain the difference among
mechanical, attitudinal and service-related
complaints
As evidenced by:
(oral, written, or performance)
Written quiz to explain three different types of complaints
Oral response to each type of complaint
Identify the tools we have to keep track of
guest complaints
Write response to letters of complaint from local
Hospitality businesses
Recite the five steps to handling and
responding to guest complaints
Role play complaint scenarios with peers
Respond to guest complaints through
verbal and written responses
Resources: Lodging Management Businesses
Complaint letters and comment cards
Extension Activity:
Goal #19: Summarize the important role of the Front Desk in communication among all the
departments in order to provide excellent customer service
Big Idea (s): The front desk is the hub of a hotel. Most areas that impact guest service are dependent on
the front office effectively communicating with them.
Essential Questions: What are the major departments of a lodging operation?
Are there any of them that don’t communicate with the front desk?
How would an ineffective front desk operation have a negative impact
on our guests?
Students will know and be able to do:
Outline types of housekeeping and
maintenance complaints start at the front
desk
As evidenced by:
(oral, written, or performance)
Write summary of areas of guest complaints that start in
support departments
Summarize front desk complaints that
occur during check-in
Role play front desk scenarios that address guest
complaints that are part of the guest cycle
Summarize front desk complaints that
Written test (rubric based) on proper method of handling
occur during guest stay
guest complaints that effect front desk operations
Summarize types of complaints that occur
during check-out
Resources: Lodging Management Program
Student generated complaint scenarios
Video “Handling Guest Complaints:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal # 20: Further develop guest relations strengths through practice of communication, business
etiquette, problem solving and telephone skills
Big Idea (s): We must always stress the importance of soft skill development to enhance our
professionalism
Essential Questions: What is the relationship between developing the skills and future success in the
work place?
What areas do I need to work on to improve my customer service skills?
What are interpersonal skills?
Learning Outcomes
Students will know and be able to do:
As evidenced by:
(oral, written, or performance)
Develop basic and effective oral and written Students to role play proper oral communication and
communication skills
work with industry professionals
Develop proper business etiquette as it relates
to guest interaction and guest service and
dining
Practice conflict resolution techniques to
enhance customer service
Practice telephone skills and summarize
their importance in customer service
Resources: Lodging Management Program
Student generated complaint scenarios
Video “Handling Guest Complaints:
Students to perform hand shaking and greeting skills
with industry professionals
Students tested on telephone skills from rubric based
assessment
Common Formative Assessment(s)
Summative District Assessment(s)
Goal 21: Develop cashiering skills needed to understand basics of handling and settling guest accounts
and cash transactions.
Big Idea (s): Students must have a working knowledge of how to handle money, make accurate change
and complete financial forms as they pertain to the front desk.
Essential Questions: What in the world are these “accounts” that you keep talking about?
How do you know what change to give to the guest if the computer is down?
Learning Outcomes
Students will know and be able to do:




Define key terms associated with
basic cashiering (cash drawer,
beginning drawer, transaction, sale,
total sales, ending drawer, cash
report, charges and deposit)
Set up beginning cash drawer to
exactly $300.
Complete three cash transactions and
three charge transactions.
Balance and settle cash drawer and
prepare deposit




As evidenced by:
(oral, written, or performance)
Written quiz on key terms of cashiering
Accurately count out bills and change needed to
set up beginning cash drawer and document on
cashier report
Accurately make change for cash and properly
handle three credit transactions.
Cashier report assessed as written and
performance work
Resources: Cash drawers, “Money”, Cash reports, Calculator
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal 22: Know and understand the process of check-out and the options for guests.
Big Idea (s): This is the last important step of the guest cycle and another opportunity to provide
excellent guest service.
___________________________________________________________________________________
Essential Questions: Hey, they’re almost out the door…what’s the big deal now?
Learning Outcomes
Students will know and be able to do:







Resolve outstanding account balances
Update room status
Create guest history file
List and explain departure procedures
Describe “normal” check-out procedures
Describe express checkout and self checkout


As evidenced by:
(oral, written, or performance)
Students to complete check-out process
through Nite Vision program including
balances and room status.
Written quiz on options for guest check-out.
Students to perform check-out procedures
in role play scenario
Resources: Nite Vision software, Lodging Management Program
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal 23: To show the relationship between daily accounting of receipts and evaluating our
business and providing excellent customer service.
Big Idea (s): Internal controls and evaluating daily operations are critical to the success of a
hospitality business.
Essential Questions: This is just paperwork. What does this possibly have to do with our guests?
Learning Outcomes
Students will know and be able to do:



Define meaning of :Internal
Controls, Documentation, Overage,
Shortage and Auditing
Explain the purpose of the front
office cash sheet
Students to complete a front office
cash sheet and balance a cash sheet.



As evidenced by:
(oral, written, or performance)
Written quiz on definitions
List steps to complete a cash balance sheet
Complete cash sheet activity in Lodging
Management Program front office
competencies
Resources: Lodging Management Program
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
Goal 24: Evaluating Daily Operations
Big Idea (s) Students must understand a few of the basic measurements management uses to
evaluate success of front office operations
Essential Questions: How do we measure success without important documentation?
Learning Outcomes
Students will know and be able to do:

As evidenced by:
(oral, written, or performance)
Oral quiz on tools for evaluating success and
the daily operations report
Calculate various percentages of occupancy
and daily rates
review budgets from local lodging properties
with presentation by local professional
Identify and list the tools used to

evaluate success
 Define “Daily operations report”

 Explain the importance of two key
ratios used to evaluate success.

 Define: occupancy percentage and
average daily rate.
 Explain the concept of comparing
budgeted percentage to actual
percentages
Resources: Budget sheets, calculators, Lodging Program competencies
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
DWTA Trimester 3
Goal 25: Introduction to the Night Audit
Big Idea (s): Even though lodging properties are 24 hours a day, we have to conclude the
“business day” and prepare for the next one
Essential Questions: What is an audit and what does it do?
Why don’t we just keep going into the next day?
What am I supposed to do with all these numbers and reports?
Students will know and be able to do:



List and identify the basic
functions of the night audit.
Describe the duties of the night
auditor.
List the steps in the night audit
process.




As evidenced by:
(oral, written, or performance)
Note taking and written quiz on three
specific night audit functions.
Use Nite Vision software to check posted
entries, check and verify room status
and produce operational reports.
Outline the characteristics of a night
auditor.
Describe in writing the two areas that are
the focus of the night audit.
Resources: Lodging Management Program and Nite Vision front office software
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
DWTA Trimester 3
Goal 26: The night audit: Preparing for the next day.
Big Idea (s):We have guests coming and going all the time…We take in money and
credit card transactions everyday and have all these “accounts”….We have to keep
track of this information to assess our success
Essential Questions: How do we stop everything and finish up one day and start another
one?
Learning Outcomes
Students will know and be able to do:




Post room rates and taxes
Prepare reports
Prepare cash deposit
“Back up” system and distribute
reports.
As evidenced by:
(oral, written, or performance)
 Students to complete these
night audit duties through the
Nite Vision program
 Written quiz on key vocabulary
to complete the process.
Resources:
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
DWTS Trimester 3
Goal 27 : The five goals of front office guest relations and customer service
Big Idea (s): Let’s keep our focus on guest relations simple but consistent
Essential Questions: Do you think we can summarize five “laws” to customer service
after all our work on the front office this year?
Learning Outcomes
Students will know and be able to do:








List and recite the five laws of guest
service.
Describe how these five laws are
connected to excellent customer
service.
Explain in writing the five laws:
Guests affect your job
Your property is your
business
Professional service earns a
good reputation
Guests expect full value
The guest is the boss





As evidenced by:
(oral, written, or performance)
Written quiz on the five laws and how
they apply to customer service
Group activity: Small groups given one
of five laws
Group to brainstorm ideas
Groups to call local lodging properties
to interview associate about their
relationship to the law
Group presents findings to whole
class. (rubric assessment of
presentation)
Resources:
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)
DWTS Trimester 3
Goal 28: Introduction to Tourism in Connecticut
Big Idea (s): Tourism is the largest industry in Connecticut
Essential Questions: What industry do you think generates the most income and creates
the most jobs for Connecticut?
What do you know about your state tourism industry?
Learning Outcomes
Students will know and be able to do:
As evidenced by:
(oral, written, or performance)
Resources: Internet, Connecticut Tourism Guides, Maps
Extension Activity:
Common Formative Assessment(s)
Summative District Assessment(s)