Standard



|Standard |Concepts |Benchmarks |

|PLH 1.0 |Hotel and Lodging Model |PLH 1.1 Compare and contrast types of hotel and lodging models to determine their role and function in the visitor industry.. |

|Analyze the hotel and lodging models |Types |Types of hotel and lodging models include: |

|for their relationship to and impact | |Commercial hotels |

|on visitor industry sustainability. | |Resort hotels |

| | |Extended-stay hotels |

| | |Hotel-condominiums |

| | |Timeshares |

| | |Bed and breakfast hotels |

| | |Vacation rentals |

| | |Cruise ships |

| |Rating |Military hotels |

| | |PLH 1.2 Evaluate the purpose and function of the hotel and lodging rating system for its relevance in the visitor industry. |

| | |Describe the purpose of the hotel and lodging rating system. |

| | |Compare and contrast a variety of rating systems (i.e. diamond, star) for its significance to the hotel and lodging property. |

| | |Compare and contrast the service levels within the hotel and lodging industry. |

| | |Economy |

| | |Moderate |

| | |Deluxe |

| | |Luxury |

| | |Analyze the relationship between the rating system and service levels. |

| | |Assess the impact of the rating system and service level on the visitor industry. |

| |Ownership Structure |PLH 1.3 Evaluate the impact of hotel and lodging ownership on the local visitor industry. |

| | |Compare and contrast the advantages and disadvantages of independent, franchise and chain management. Different ownership entities (i.e. management companies, individuals, etc.) |

| | |Describe the role and function of hotel management companies. |

| | |Compare and contrast similarities and differences in goals, focus and efforts for the owner and hotel and lodging management properties companies. |

| | |Assess how the roles and functions of owners and hotel and lodging management companies impact the overall viability of the visitor industry. |

| | | |

|PLH 2.0 |Operations |PLH 2.1 Assess hotel and lodging functions to determine how operational efficiency affects the overall success of the hotel and lodging property within the visitor industry. |

|Analyze the interrelationship of | |Describe the basic organizational structure, departments, and job classifications within the hotel and lodging industry. |

|efficient and effective lodging | |Evaluate organizational structures and the interaction between various groups (administration, support staff, public relations, etc.) to recognize their differentiated roles and responsibilities. |

|operations for their impact on | |Assess the various occupations for its placement as front of the house or back of the house within the hotel and lodging organizational structure. |

|maximizing quality guest experiences. | |Describe the major function(s) of the “front of the house” and the “back of the house” in the hotel and lodging industry. |

| | |Differentiate the role of personnel in service delivery (front of the house) and service support (back of the house) for its impact on guest services. |

| | |Analyze how each individual employee’s efforts contribute to the overall success of the property. |

| | |Evaluate how the interrelationship between service delivery and service support are essential to ensure guest satisfaction and the success of the hotel and lodging property. |

| | | |

| | |PLH 2.2 Apply Total Quality Management (TQM) techniques to facilitate the successful operation of hotel and lodging properties. |

| | |Analyze protocol and the processes and procedures in organizational structures to maintain consistency of service. |

| | |Evaluate the continuous improvement processes in a hotel and lodging setting to determine the impact it has on the operations of the property. |

| | | |

| | |PLH 2.3 Analyze the financial impact of operational components for their effect on the viability of a hotel and lodging property. |

| | |Compare and contrast how hotel and lodging properties manage waste, efficiency, and cost and its affects on guest services. |

| | |Analyze operational efficiency for its financial affect on the sustainability of the hotel and lodging property. |

|PLH 3.0 |Careers |PLH 3.1 Compare and contrast various career options within the hotel and lodging industry for compatibility with personal goals and values. |

|Evaluate personal goals and values for| |Explore potential careers in the hotel and lodging industry which operates 24 hours a day, seven days a week, every day of the year. |

|compatibility with and long-term | |Assess personal skills, strengths, abilities, values and goals to determine how it contributes to success and advancement in a variety of hotel and lodging careers. |

|success in hotel and lodging careers. | |Research transfer and/or advancement opportunities for their benefits and/or limitations to the individual. |

| | | |

| | |PLH 3.2 Assess personal characteristics and values to ascertain their impact on job retention, advancement and viability of the property. |

| | |Evaluate the impact of personal characteristics and values on the overall viability and profitability of the property. |

| | |Demonstrate self-motivation and initiative to contribute to the overall success of the hotel and lodging property. |

| | |Assess the influence personal characteristics, values and self-motivation has on job retention and advancement. |

| | | |

| | |PLH 3.3 Evaluate past and present decisions to assess their effect on employment opportunities and options. |

| | |Explain how past personal history and professionalism (ex. attendance, productivity, courtesy, professional appearance, tattoos, piercing, attention to quality) impacts the ability to obtain and maintain |

| | |employment. |

| | |Explain how personal behaviors affect a property's image. |

| | |Demonstrate professional conduct by adhering to hotel and lodging property expectations for behavior and attire. |

| | |Evaluate the impact of personal and professional decisions on and individual’s ability to obtain, maintain and advance in the hotel and lodging industry. |

|PLH 4.0 |Guest Services |PLH-4.1 Promote “Aloha Spirit” with guests and visitors to ensure the sustainability of the hotel and lodging industry. |

|Analyze the “Aloha” spirit as the |Aloha Spirit |Trace the historical roots of the “Aloha Spirit” and its fundamental importance in Hawaii’s history, heritage and culture. |

|foundation for service excellence and | |Compare and contrast the “Law of Aloha” (as defined in the Hawaii Revised Statutes) with the literal translation, cultural meaning and spirit of “Aloha”. |

|its importance/influence on the hotel | |Analyze the fundamental importance of Ho’okipa to Hawaii’s hotel and lodging industry. |

|and lodging industry. |(Ho’okipa |Apply strategies that link Hawaiian culture to other cultures to create a welcoming environment for guests. |

| |Hosting – Hawaii Brand) |Demonstrate the Aloha Spirit through action to reflect Hawaii’s unique culture. |

| | | |

| |Historical Perspective |PLH 4.2 Trace the historical and current events significant to the Hawaiian islands to enhance visitor experiences. |

| | |Research significant historical milestones and current events for Hawaii and the local community for use in the delivery of quality guest services. |

| |Storytelling |Use storytelling techniques highlighting geographical and/or historic sites to create connections between visitor and host cultures. |

| | | |

| | |PLH 4.3 Assess and apply effective guest service to ensure guest satisfaction and the sustainability of the hotel and lodging property. |

| | |Explain the importance of first impressions and its role in quality guest services. |

| | |Compare and contrast service techniques for employees and guests. |

| | |Explain the concept of TIPS (to insure proper service) and the relationship to quality service. |

| | |Describe various “service behaviors” and explain how they contribute to delivering superior guest service. |

| | |Develop a set of guest service standards that would support a hotel and lodging property’s brand image. |

| | |Monitor and measure guest service results using data and satisfaction surveys. |

| | |Propose improvement strategies based on analysis of results. |

| | | |

| | |PLH 4.4 Apply problem-solving and service techniques to provide culturally-sensitive service that exceeds guest expectations. |

| | |Use research of world languages, culture, cultural norms, cultural diversity and protocol to provide quality customer service. |

| | |Empathize with guests and visitors to determine appropriate service and solutions for guests. |

| | |Apply service excellence concepts to formulate culturally-sensitive, guest-focused solutions to resolve guest service challenges. |

|PLH 5.0 |External Factors |PLH 5.1 Evaluate the economic effect of the hotel and lodging industry on the sustainability of local and global communities. |

|Analyze the impact of external factors|Economic Effect |Analyze the contributions of the hotel and lodging industry to the local/global economy. |

|on the hotel and lodging industry to | |Evaluate the economic impact of the hotel and lodging industry on the sustainability of the local/global economy. |

|ensure the sustainability within the | |Analyze the impact of customer experiences on the continued viability of the hotel and lodging industry. |

|visitor industry. | | |

| |Interrelation-ship Between|PLH 5.2 Analyze the interrelationship between the hotel and lodging industry, governmental agencies and related business for their impact on the viability of the hotel and lodging industry. |

| |Agencies |Analyze the relationship between governmental agencies (i.e., Department of Economic Development and Tourism (DBEDT), Hawaii Tourism Authority (HTA), Hawaii Visitors & Conventions Bureau (HVCB), Hawaii |

| | |Lodging and Tourism Association (HLTA)) and the hotel and lodging industry to determine the role and functions. |

| | |Describe how the collaboration between the hotel and lodging industry and governmental agencies contribute to the viability of the industry. |

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| | |PLH 5.3 Evaluate the influence of technology and its impact on the hotel and lodging industry. |

| | |Assess the development of technological applications and their effect on the hotel and lodging industry. |

| |Impact of Technology |Describe the benefits and limitations of various technologies and how they affect the hotel and lodging industry. |

| | |Investigate how the development of online applications has affected the hotel and lodging industry. |

| | |Analyze the effect of social media on the hotel and lodging industry’s approach to marketing, communication, and operations. |

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| | |PLH 5.4 Evaluate how sustainability issues provide opportunities and challenges for the hotel and lodging industry. |

| |Environmental |Propose innovative ways to reduce waste, conserve and recycle. |

| |Sustainability |Assess “green” initiatives for their impact on the hotel and lodging industry. |

| | |Analyze the effect that eco-friendly and sustainable efforts have on guests’ perception of a hotel and lodging property. |

| | | |

| | |PLH 5.5 Evaluate the role of unions and its impact on employment in the hotel and lodging industry. |

| |Unions |Compare and contrast unionized and non-unionized hotel and lodging properties for their benefits and drawbacks. |

| | |Evaluate the role of unions and their effect on operations of a hotel and lodging property. |

|PLH 6.0 |Communication |PLH-6.1 Analyze, evaluate and practice culturally-diverse interpersonal communication skills as they apply to lodging properties. |

|Use oral, written and nonverbal |Interpersonal |Assess how communication techniques are applied in the hotel and lodging industry to effectively build positive relationships. |

|communication to effectively and |Communication |Describe how the use of descriptive “I/We” language creates a more positive environment for communicating. |

|positively interact with internal and | |Demonstrate concern, empathy, respect, courtesy, and tact when addressing internal and external customers and guests. |

|external customers in the workplace. | |Apply the practice of “Laulima--the language of we”. |

| | |Use appropriate language/communication to eliminate possible discrimination, harassment, or other problems in the workplace. |

| | |Compare and contrast the effectiveness of approaches to conflict and their appropriate application to a variety of hotel and lodging situations. |

| | |Explain the role of feedback (recommendations, commendations, constructive criticism, etc.) within an organization and how it impacts service excellence. |

| | |Analyze conflicts in the hotel and lodging industry and utilize appropriate conflict management techniques to resolve disagreements. |

| | |Use appropriate questioning strategies that will elicit responses that lead to solutions. |

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| | |PLH-6.2 Communicate orally to convey and/or receive information that facilitates service delivery in the hotel and lodging industry. |

| | |Using appropriate tone or intonation in the workplace to convey a message to an audience or guest to avoid miscommunication. |

| | |Orally communicate information and ideas in a clear, logical and culturally sensitive manner to avoid misinterpretations. |

| |Oral Communication |Use correct terminology and pronunciation of Hawaiian words in the appropriate context. |

| | |Employ listening skills to gather information to enhance understanding, solve problems or enhance service delivery/support. |

| | | |

| | |PLH-6.3 Analyze how nonverbal cues impact communication in the hotel and lodging industry. |

| | |Use appropriate and culturally-sensitive non-verbal communication techniques to enhance communication. |

| |Non-Verbal Communication |Analyze how differences in cultural norms affect messages conveyed through body language. |

| | |Identify and model appropriate personal hygiene and grooming. |

| | |Select and use appropriate attire for the hotel and lodging industry. |

| | | |

| | |PLH 5.4 Compose written documents to facilitate communication between internal customers, external clients/vendors and guests. |

| |Written Communication |Record and relay information clearly and accurately. |

| | |Use appropriate convention, spelling, grammar, and format in hotel and lodging industry correspondence (i.e. letters, memos and emails) to ensure information and instructions are conveyed clearly and |

| | |accurately. |

|PLH 7.0 |Legal/Ethical |PHL-7.1 Evaluate potential safety hazards and formulate appropriate responses to prevent accidents and injuries in a hotel/lodging property to mitigate risk and limit liability. |

|Integrate legal and ethical principles|Safety and |Validate the importance of maintaining a safe work environment, including financial implications. |

|in daily operations to make informed |Liability |Evaluate a work environment for safety hazards and risk factors to mitigate potential liabilities (i.e. slips, burns, cuts, food poisoning, smoke inhalation, etc.) and/or consequences. |

|decisions that reduce risk and limit | | |

|liability. | |PLH 7.2 Analyze the impact of illegal and/or unethical behavior on the reputation of the hotel and lodging property and the overall visitor industry |

| | |Evaluate behavior(s) of individuals for their influence on policies and procedures related to the collection, use and safeguarding of employee information, guest records, and personal property. |

| | |Evaluate how legal and ethical behavior(s) of individuals within the hotel and lodging property affects operations. |

| | |Analyze “conflict of interest” to determine an individual’s responsibility in recusing themselves from the situation to avoid legal and ethical ramifications. |

| |Confidentiality/ Privacy |Assess the relationship between legal and ethical behaviors and the reputation of a hotel and lodging property and the overall effect on the visitor industry. |

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| |Conflict of Interest | |

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