Unit: - Amazon Web Services



Bellmore-Merrick Central High School DistrictHospitality and Management (HAM) CurriculumWritten by: Roseann Damato and Laura RojasSupervised by: Jon LaRochesterBellmore-Merrick Central High School DistrictBoard of Education Nancy Kaplan Ed.D., PresidentNina Lanci, Vice PresidentJanet Goller, Trustee Marion Blane, TrusteeWendy Gargiulo, Trustee Gina Piskin, Trustee John Ferrara, Trustee Steve Enella, Trustee Central AdministrationJohn DeTommasoSuperintendent of SchoolsMara Bollettieri, Psy.D.Deputy SuperintendentMichael HarringtonKate FreemanAssistant SuperintendentsCourse Overview Unit 1 - Management Today……………………………………………………….3Intro to ManagementIntro to Hospitality (Chap 1 in Hospitality Text)Careers in Hospitality (Chap 16 in Hospitality Text)Unit 2 - Management Environment……………………………………………….32Ethics and Social ResponsibilityBusinesses, Workers and the Law (?)EconomicsHospitality and Economics (Chap 2 in Hospitality Text)Unit 3 - Foundation Skills………………………………………………………….54Decision Making SkillsCommunication SkillsUnit 4 - Planning Skills……………………………………………………………..65Planning and Strategic ManagementOperations Management and PlanningPricing Products (Chap 11in Hospitality Text)Distribution (Chap 12in Hospitality Text)Promoting Hospitality and Tourism (Chap 13 in Hospitality Text )Unit 5 - Organizing Skills…………………………………………………………..77Organizing and workOrganizational StructureThe Restaurant Business (Chap 3in Hospitality Text )The Hotel Business (Chap 4 in Hospitality Text)The Tourism Business (Chap 5 in Hospitality Text)Understanding Work GroupsWorking with EmployeesCustomer and Employee Relations (Chap 14in Hospitality Text )Unit 6 - Leadership Skills………………………………………………………….89Motivational and LeadershipManaging Conflict and StressManaging Change, Culture and DiversityThe Restaurant Business (Chap 3 in Hospitality Text )The Hotel Business (Chap 4 in Hospitality Text )The Tourism Business (Chap 5in Hospitality Text ) UNIT PLANHospitality and ManagementUnit 1 Plan – Intro to ManagementTime Frame: 4 Weeks Brief Description of Unit:This unit introduces students to the foundations of management. They will learn what management is, the three levels of management, the management process, and the principles of management. We will be exploring topics in how the practice of management came about and how it is still changing. They will get an introduction to the wide range of hospitality and tourism businesses, the fundamentals of these diverse industries, their background in the context of history and their economic impact. The students will be able to describe the hospitality and tourism industries, identify the segments of the hospitality and tourism industries, understand the importance of service to the industry, describe the origins of lodging and food service and identify trends. The unit will end with an exam and a project.CDOS Standards: Standard 1- Career Development, 2- Integrated Learning, 3a- Universal Foundation Skills, 3b- Career MajorsCommon Core Standards: ELA Speaking and Listening Standards 10-12 – Standards 2, 3, 4 Curricular Goals:Upon completion of this unit, students will be competent in the following:Key Concepts:What it means to be a managerExplain how managers contribute to organizationsDescribe the activities of managers at different levelsExplain how accountability operates in organizationsDescribe an effective managerList several ways the work of managers is changing from the pastExplain the role of managers in the upside-down pyramidDescribe the intensity and pace of a typical workday for a managerGive examples of each of the four management functionsList three managerial rolesExplain how managers use agendas and networks in their workGive examples of a manager’s technical, human, and conceptual skillsExplain how these skills vary in importance across management levelsExplain the importance of experience as a source of managerial learningDescribe how corporate governance influences ethics in organizationsExplain how globalization and job migration are changing the economyExplain the importance of self-management to career successThe importance of Hospitality and TourismIndustry Segments - Hospitality, Tourism, Other ProvidersProduct as a Service - The service factor and product variablesHistory of Hospitality - Early Hospitality, Signs of HospitalityHistory of Tourism - Ancient Travel vs. Modern TourismTrends in Hospitality and Tourism - Safety, diversity, ecology, markets and convenienceGeneral Study Skills:By the end of this unit, students will have reinforced the following skills:Critical thinking skillsListening and communication skillsTime ManagementComputer SkillsWorking cooperatively with students of varying abilitiesTaking accurate notesManaging time efficiently in order to complete a taskInstructional Materials:Smart BoardTeacher-made handoutsComputers with Internet accessVideo materialsComputers with Microsoft word/ Google Software/ PowerPointAssessment:Class DiscussionShort and long term projectsIndividual WorksheetQuiz/ExamLESSON PLANUnit: Management TodayLesson 1: Introduction to ManagementAim: What does it mean to be a manager?Objectives: Students will be able to:Define ManagementExplain the importance of managementDefine entrepreneurshipDiscuss changes taking place in the business world todayUnderstand what managers do and what skills they useInstructional Materials:Smart BoardTeacher made hand-outsMotivation: Show clip from movie “Office Space”. Ask would they describe Bill as a “good” manager or a “bad” manager. Why? Procedure:Review the Do Now. Answers may include: No - because not listening to employee, no because disciplined him in public area. Yes - he was direct and to the point.Show students a picture of an assembly line in a car manufacturing factory. Ask them what they think a manager would have to do to successfully operate an assembly line? Answers may include: coordinate people, equipment, and money so that businesses can create goods or provide services.How would you define management?Management: The process of deciding how best to use a business’s resources to produce goods or provide services. A business’s resources include its employees, equipment and money.All organizations need managers.Small businesses may have one or a fewLarger companies may have many levels of managementManagers: persons who directly supervise, support, and help activate work efforts to achieve the performance goals of individuals, teams, or even an organization as a whole. Show a picture of McDonald’s in Russia. Explain that McDonald’s is one of many U.S. companies that have branches outside of the U.S. What challenges do you think McDonald’s managers face in setting up an American fast food restaurant in a foreign country?Answers may include understanding local eating habits and adopting the menu to them, learning where to buy foods, and working with new employees to develop common business practices.Go back to the automobile industry example. Ask students what they think are the roles management plays in this scenario?Some managers on the assembly line schedule work shifts and supervise men and women who manufacture and assemble the vehicles.Other managers in the engineering department develop new product features and make sure that safety standards are met.Managers also plan for the future thinking about the vehicles the company will be producing in the next decade.Without management, business could not be conducted in an efficient manner.Levels of managersSupervisory Management (First-Line Managers): Lowest level of managementMake sure day-to-day operations of the business run smoothlyIn charge of the people who physically produce the company’s goods or provide its servicesIn charge of people who perform non managerial dutiesTitles: forepersons, crew leaders, store managers, team leader, supervisor, department headMiddle Management:In charge of relatively large departments or divisions consisting of several smaller work units or teamsSets goals for specific areas of the business and decides what employees in each area must do to reach those goalsSupervise first-line managersGet direction from senior managementBecause of their position “in the middle” - they must work well with people from all parts of the organizationTitles: directors, deans, division managers, plant managers, regional sales managersEx: Senior management set a goal of increasing company sales by 15% in the next year. To meet that objective, middle management might develop a new advertising campaign for one of the company’s products.Senior Management (Top Managers):Highest level of managementFunctions - establishes goals for the company, decides how to achieve those goals, and how to use company’s resourcesNot involved with day to day operationsTitles: Chief Executive Officer (CEO), Chief Operating Officer (COO), Senior Vice PresidentWhat happens if the top managers are not fulfilling their obligations? Who keeps CEOs and other senior managers ethical and high performing?Board of Directors:Oversee the affairs of the organization and the performance of top managementGovernance - the oversight of top management by a board of directors or board of trusteesIn business corporations - members are elected by stockholders to represent their ownership interestsIn nonprofit organizations (ex: hospital or university) - top managers report to a board of trustees elected by local citizens, appointed by government bodies, or invited to serve by existing membersShow clip from movie “Office Space”. Ask would they describe Bill as a good manager, based on what we’ve learned about management responsibilities. Explain your answer.Closure:When people are promoted to become managers, they often end up supervising friends and colleagues. Put yourself in this situation. As a new manager of a team full of friends, what can and should you do to quickly earn the respect of others and build a smoothly functioning work team?This is an important question for them to start thinking about because this is the situation they will be encountering if they are in a management position when they take Virtual Enterprise.LESSON PLANUnit: Management TodayLesson 2: Hospitality and TourismAim: What are the hospitality and tourism industries? Objectives: Students will be able to:Define Hospitality and TourismExplain the importance of hospitality and tourismUnderstand the concept of a product as a serviceThe service factorProduct variablesInstructional Materials:Smart BoardTeacher made hand-outsMotivation: What is your favorite place that you have visited? List 3 reasons why.Procedure:Review the Do Now. Make a list on the board of their favorite locations and their rationale. As you discuss the Do Now, start to circle all of the reasons that are not tangible. This will lead you into the definitions of goods, services and products.In hospitality and tourism, most products are services. Simple to think that hotels sell rooms and restaurants provide food but no guest will return to a hotel or restaurant unless the service provided is quality service.Ask students - Have you ever had an experience where you encountered bad service? Did you return to the facility?We know that hospitality and tourism have the service factor in common. What sets them apart? Hospitality - a group of businesses composed of establishments related to lodging and food-service management.Ex: hotels, motels, inns, Bed-and-Breakfasts (small unique inns that offer a full breakfast iht a night’s stay), casinos, restaurants, catering companies, hospitals, schools, etc.Tourism - a group of businesses that encompass travel/transportation vendors for air, rail, auto, cruise, and motor-coach travel, and promote travel and vacations.5 Industry SegmentsLodging (hotels, motels, b & bs, resorts)Food Service (quick service restaurants (QSR), catering companies, banquet facilities, fine-dining restaurants)Travel (cruise lines, rail service, car rentals, motor coach)Tourism (destination marketing organizations (DMO), convention and visitors bureau (CVB), tour operators, visitor centers)Sports and Entertainment Events (arens, arts centers, theaters, parks)All industry segments share a common characteristic…All rely on providing a quality service experience to the guest.When marketing the service side of the hospitality and tourism industries, you need to consider these variables (factors that can cause something to change or vary).Perishability - the probability of a product ceasing to exist or becoming unusable within a limited amount of time. Ex: Hotel needs to sell as many rooms each night as possible. Any vacant rooms cause lost revenue that cannot be recoveredEx: Restaurant orders 100 lbs of fish, customers do not order fish from the menu, owner will lose moneyIntangibility - a state of being abstract, as are things that cannot be touched.Hospitality services relate to memories and experiencesImpossible for people to sample or touchActual experience is intangibleChangeability - a condition of being subject to change or alteration.Ex: If a guest checks into a hotel and is disturbed by someone in the next room, their impression of the hotel will changeEx: Guest greeted by a rude hostess at restaurant**Service training for front-line personnel is essential to help eliminate changeability**Closure:Read the following information on Walt Disney World Resort. Answer the questions below.After the success of Disneyland Park walt Disney wanted to create a family destination grander than the Anaheim landmark. He bought acres and acres of land in Florida and started sketching out plans. His dream would be more than an amusement park - it would be an “Experimental Prototype Community of Tomorrow” or EPCOT.Walt Disney died before his Florida project became a reality, but Walt Disney World Resort lives on as the materialization of his dream. In addition to the Magic Kingdom theme park, Walt DIsney World Resort houses three other theme parks, two water parks, hundreds of dining areas, and thousands of hotel rooms. It’s a massive complex on 47 square miles of land. Millions of tourists visit each year.Walt Disney World Resort works hard to ensure that millions do keep coming. DIsney’s marketers look for tourism trends in their target demographic group and then market to those potential customers. For example, Walt Disney World created their Magical Gatherings Program in 2003 to tap into the “togethering” trend. Disney executives first saw the trend developing on their cruise ships, where extended-family and friend groups traveled together. Today Disney provides a Magical Gatherings Planner on its Web site. Walt Disney World Resort is a good example of how hospitality and tourism can blend. What products does Walt Disney World Resort offer?It offers four theme parks, two water parks, hundreds of dining areas, and thousands of hotel rooms.How has Walt Disney World Resort tried to attract new tourists?It has focused on tourism trends that include the “togethering” trend, marketing and packaging tours on cruise ships with admission to the parks and extended-family and friend groups who travel together. (They can do additional research on their phone).Why do you think Walt Disney World Resort has become a go-to place for family vacations?Opinion based on information learned in lessonLESSON PLANUnit: Management TodayLesson 3: Hospitality and Tourism: Past and PresentAim: What are the origins of early lodging and food service? Objectives: Students will be able to:Understand early forms of hospitalityIdentify signs of hospitalityUnderstand the evolution of ancient travel through modern tourismUnderstand the evolution of ancient hospitality through fine diningInstructional Materials:Smart BoardTeacher made handoutsMotivation: Why do you think people started travelling?Procedure:Review the Do Now. Answers may include: food, work, visit family, avoiding danger.The word travel is related to the French word travail, which means “work”. Ancient travel history suggests that a great deal of work was required in terms of time and effort to make a journey.Travel for purposes of survival - migrating nomads seeking shelter from predators or searching for foodGrowth of tourism has relied on development of transportation systems to reduce the work involved with traveling.What are some advancements/inventions that you think helped to advance tourism?The wheel was invented around 3,000 B.C.How did this revolutionize travel?People could travel greater distances in less timeThe Egyptians advanced travel by building the first water vessels around 2,000 B.C.As these inventions helped to make travel easier, why do you think people started to travel more?5th centuryGovernment officials traveled on state businessGreeks traveled every 4 years to celebrate the OlympicsThe fall of the Roman Empire led to political instability - increased travel by missionaries and priestsPilgrimages to the Holy Land and religious shrines – monasteries built along improved roads to house travelling pilgrimsRenaissance (14th - 16th centuries)Ocean exploration took place seeking new world adventuresGrand Tour – on land travel for the sons of wealthy for 2 – 5 years to study language, culture and history.1800’s to Modern Rail service enabled tourists to travel by train across countries and continents1900s - mass production of the automobile and the construction of superhighways made more destinations accessible to more travelers.The Wright brothers’ experiment with the first airplane launched today’s modern air-travel system.How did hospitality evolve with the modernization of tourism?The word hospitality is derived from the Latin word hospes, meaning “guest, visitor, or one who provides lodging for a guest or visitor.”First establishments to offer hospitality:Taverns were the first establishments to offer hospitality – Greece and RomeOrdinary - a type of tavern that offered fixed-price menus for foodWith the invention of the wheel, people would travel longer distances and need a place to stayEnd of the 13th century - horse-drawn coach led to the development of inns known as post houses.Provided - Mattress on the floor, bread, beer and meat, gathering place for social functionsHow were these inns/post houses identified?Easily recognized symbols that were later replaced with coats of arms to signify the territories of noble families.White Swan, Black Bear, and Green Dragon.PineappleInternational symbol of hospitalitySymbol of welcome, friendship, and hospitalityHow did this come to be a symbol of hospitality?A sea captain returning from travels would display a pineapple at his door to give notice that he had returned and was welcoming guestsFormal restaurants began after…French Revolution in the late 1700s - chefs of the French nobility were settling throughout Europe.1800s - fine eating-and-drinking establishments were operating globally.Closure:Watch these three clips of three founding fathers of Tourism and Hospitality - Conrad Hilton, Auguste Escoffier, and Thomas Cook.Write down why they are considered such important elements in the evolution of hospitality and tourism.: __________________________________ A September 26, 2017Hospitality and Management – Chapter 1 Quiz 1. A person who supports and is responsible for the work of others is called a(n) __________.a) Leaderb) Managerc) Employeed) Shareholder 2. The three levels of management are:a) First, second, and third.b) Technical, conceptual, and human.c) Directorial, upper, and bottom.d) Top, middle, and first-line. 3. Charlize is a manager who oversees the work of large departments or divisions consisting of several smaller teams at Colors Inc. Charlize most likely holds the position of __________ at Colors Inc.a) The CEOb) A first-line managerc) A directord) A middle manager 4. _____________ involves building and maintaining positive relationships with other people. a) Networking b) Agenda setting c) Leading d) Technical skill 5. Hanna is a middle manager at Hercules Industries. Whom would she report to?a) First-line managerb) Vice presidentc) Chairman of the boardd) President 6. Tom is responsible for a group of manufacturing assembly workers who report to him. Tom is a __________ manager.a) Topb) First-linec) Middled) Senior 7. The primary responsibility of the board of directors is to __________.a) Tell all the managers what to dob) Oversee the affairs of the organizationc) Make daily operational decisionsd) Do tactical planning 8. Taylor, the CEO of Bruno Inc., reports to Charlie. Charlie has been appointed by the stockholders of Bruno to represent their ownership interests. Hence, Charlie is a part of the __________ of Bruno Inc.a) Top managementb) Front-line managementc) Board of directorsd) Board of trustees 9. __________ is the oversight of top management by a board of trustees.a) Accountabilityb) Governancec) Responsibilityd) Strategic planning 10. __________ is the requirement to show performance results to a supervisor.a) Dependabilityb) Durabilityc) Delegationd) Accountability 11. Effective managers help others achieve high performance and __________ in their work.a) Salaryb) Profitsc) Rewardsd) Satisfaction 12. The upside-down pyramid view of organizations puts __________ at the top of the pyramid.a) Customersb) Team leadersc) Nonmanagerial workersd) First-line managers 13. The upside-down pyramid clearly shows that the job of top managers is to support all EXCEPT the:a) Middle managers.b) First-line managers.c) Operating workers.d) Chairman of the board. 14. The process of arousing enthusiasm and inspiring efforts to achieve goals is called _____.a) Leadingb) Planningc) Organizingd) Controlling 15. The process of assigning tasks, allocating resources, and coordinating the activities of individuals and groups best defines the term:a) Organizing.b) Planning.c) Leading.d) Controlling.16. The process of setting performance objectives and determining what actions should be taken to accomplish them is known as:a) Organizing.b) Planning.c) Leading.d) Controlling. 17. At work, Sarah focuses on measuring performance and takes the necessary corrective actions. Sarah is engaged in the __________ function of the management process.a) Controllingb) Leadingc) Organizingd) Planning 18. Which of the following set of skills is most important at lower organizational levels?a) Planningb) Conceptualc) Technicald) Human 19. A __________ skill is the ability to work well in cooperation with other people.a) Conceptualb) Decisionalc) Technicald) Human 20. The worldwide interdependence of resource flows, product markets, and business competition that characterize our economy is called __________.a) Nation buildingb) Corporate dominancec) Globalizationd) Strategic marketing 21. Contracting for work that is performed by workers in other countries is called __________.a) Subcontractingb) Job migrationc) Global marketingd) Global sourcing 22. Isaac International is a furniture company. It procures raw material from Africa, hires artisans from India, and sells the finished products all over the world. Isaac International is engaged in __________.a) Inshoringb) Reshoringc) Global sourcingd) Job migration23. One controversial side effect to global sourcing is __________.a) Global sourcingb) Reshoringc) Job migrationd) Inshoring 24. Mingione International is a multinational computer technology company based in the United States. It had outsourced the production of its microprocessors to China. Now Mingione International is moving its microprocessor production back to the United States. Mingione International is currently engaged in __________.a) Global sourcingb) Reshoringc) Job migrationd) Offshoring 25. The moral standards of what is “good” and “right” behavior in organizations and in our personal lives are set by __________.a) Prejudiceb) Professionalismc) Ethicsd) Rights 26. Which of the following terms can be best described as an invisible barrier limiting career advancement of women and minorities?a) Globalizationb) Prejudicec) Racial discriminationd) Glass ceiling effect 27. Which of the following terms can be best described as the display of negative, irrational attitudes toward women or minorities?a) Discriminationb) Fairnessc) Value systemd) Prejudice 28. The collective brainpower or shared knowledge of a workforce is called __________.a) Intellectual capitalb) Individual knowledgec) Personality traitd) Groupthink 29. Refusing to hire or promote a person from a minority group for reasons other than their qualifications is an example of:a) Affirmative action.b) Prejudice.c) Discrimination.d) Intellectual freedom. 30. The intellectual capital equation is: Intellectual Capital = __________.a) Competency ? Commitmentb) Personality ? Effortc) Competency ? Moneyd) Personality ? Commitment Name: ___________________________ A September 26, 2017Hospitality and Management – Chapter 1 Quiz 1. ___________ 16. ___________ 2. ___________ 17. ___________ 3. ____________ 18. ___________ 4. ____________ 19. ___________ 5. ____________ 20. ___________ 6. ____________ 21. ___________ 7. ____________ 22. ___________ 8. _____________ 23. ____________ 9. _____________ 24. ____________ 10. _____________ 25. ____________ 11. _____________ 26. ____________ 12. _____________ 27. ____________ 13. _____________ 28. ____________ 14. _____________ 29. ____________ 15. _____________ 30. ____________ Name: __________________________ October 11, 2017Hospitality and Management – Chapter 1 Directions: Please choose the best answer for each question. All answers should be recorded on the answer sheet. (4 points each) 1. Which of the following is considered an accommodation in the hospitality industry?a. Your home c. A carb. A bed and breakfast d. Your mother’s house 2. Which of the following is not a sector in the hospitality industry?a. Food and beverage c. Accommodationsb. Grocery stores d. Tourism and travel 3. Once a guest has an experience in the hospitality industry, it is gone. This characteristic is known as ____________.a. Equality c. Accessibilityb. Perishability d. Tangibility 4. The hospitality industry is a group of businesses composed of establishments related to ____________________.a. Lodging and entertainment c. Food service and funb. Lodging and food service d. Travel and transportation 5. Which are segments of the tourism industry?a. Lodging and food service c. Travel/Transportationb. Lodging and transportation d. Fast food and public transportation 6. What is the main difference between a service and a good?a. A service cannot be rated c. A good is a high-quality productb. A service is intangible d. None of the above 7. In the hospitality and tourism industries, most products would be classified as ______________.a. Goods c. Variablesb. Services d. None of the above 8. What is perishability?a. A state of being abstract c. A condition of being subject to changeb. The probability of a product ceasing to d. A quality found in most fruitsexist or becoming unusable with time 9. Thirteenth century wayside inns were known as __________.a. Taverns c. Bed and breakfastsb. Post houses d. Motels 10. What was the purpose of grand tours?a. To celebrate the arrival of a visiting c. To promote tourismking or queen b. To introduce young aristocratic men to the d. None of the abovelanguage and culture of another country 11. Which is not a trend in the hospitality and tourism industries?a. Ecotourism c. Increasing emphasis on safetyb. Greater convenience d. Increasing the number of desserts 12. Hospitality and Tourism Industry Segments include: Lodging, Food Service, Travel, Tourism, and _______________.a. Sports and entertainment events c. Mallsb. Real estate d. School 13. Identify 3 variables of hospitality and tourism products:a. Perishability, Touchability, and Feelability c. Perishability, Changeability, and Intangibilityb. Changeability, Productability, Targetability d. Shopability, Serviceability, Perishability 14. An example of a service is:a. A pencil c. A deskb. A book d. A concert 15. The pineapple is a symbol of _______________________.a. Nourishment c. Healthb. Welcome d. Children16. Around 3000 B.C. travel was revolutionized by the invention of the ______________. People could cover greater distances in less time.a. Restaurant c. Innb. Train d. Wheel 17. During the 5th century, tourism was primarily done by government officials to conduct state business and Greek citizens to celebrate the God of Zeus every 4 years. This celebration was known as the ___________________.a. Worship c. Partyb. Olympics d. World Cup 18. ____________________ was a hotelier and philanthropist. He bought his first hotel, the Mobley, in 1919 and expanded that into an international chain of hotels.a. Ceasar Ritz c. Conrad Hiltonb. Auguste Escoffier d. Thomas Cook 19. _____________________ was known as the father of modern cuisine. He innovated and simplified the art of cooking, established sanitation standards and developed methods of food preservation. He was the first great hef who worked for the public.a. Ceasar Ritz c. Conrad Hiltonb. Auguste Escoffier d. Thomas Cook 20. _____________________founded a worldwide travel agency and innovated the conducted tour. He introduced traveler’s checks in the 1870’s and laid the foundations for the tourist and travel-agent industry of the 20th century.a. Ceasar Ritz c. Conrad Hiltonb. Auguste Escoffier d. Thomas Cook Case Study – Read and analyze the following case study. Answer the questions related to the study. (5 points each) In 1934, farmer Walter Knott perfected the boysenberry – a hybrid, or combination, of the red raspberry, blackberry, and loganberry. He also operated a restaurant in Buena Park, California. To add to the restaurant’s offerings, his wife Cordelia served biscuits with preserves made from the new fruit. She then expanded the menu to include fried chicken dinners. By 1940, the Knott family restaurant was serving up to 4,000 customers on Sunday nights. Inspired by his customers’ need for entertainment and his affection for the Old West, Walter Knott then built a ghost town adjacent to the restaurant. He used relocated buildings from authentic ghost towns in the Southwest. The attraction grew through the 1950’s and 1960’s. In 1968, the family enclosed the restaurant and ghost town, renamed it Knott’s Berry Farm?, and began charging admission. Other history-themed sections were added. As a restaurant, Knott’s Berry Farm had a long history and loyal customers, but how would it fare as an amusement park with Disneyland? only 15 minutes away? Recognizing that Knott’s Berry Farm did not have to compete directly with Disneyland, the Knott family presented the park as a secondary southern California attraction – not as an alternative to the Magic Kingdom. To answer Disney’s Mickey Mouse, the Knott family licensed characters from the comic strip Peanuts to provide a theme for Camp Snoopy. This attraction was the very first theme park area to be made especially for children. Knott’s Berry Farm also constructed roller coasters and thrill rides which were not part of Disneyland. In the 1970’s, Knott’s Berry Farm opened the first double-corkscrew roller coaster and log-flume ride. Other innovations included seasonal events, such as the Halloween-themed Knott’s Scary Farm and Christmas-related Knott’s Merry Farm. Sold to the amusement park company Cedar Fair LP in 1997, the Knott’s Berry Farm remains a popular and profitable attraction to this day. 21. Describe the customer’s (Market Segment) of a Knott’s Berry Farm. Support your answer with information from the case study. 22. What characteristics differentiated Knott’s Berry Farm from Disneyland? 23. What innovations did Knott’s Berry Farm introduce that allowed it to compete with Disneyland? 24. As a Hospitality and Management expert, name 3 ways you could expand/better the experience for a customer. Name: _________________________ October 11, 2017Chapter 1 Test – The World of Hospitality and Tourism Part I – Multiple Choice (4 points each) 1. ________________ 11. _______________ 2. ________________ 12. _______________ 3. ________________ 13. _______________ 4. ________________ 14. _______________ 5. ________________ 15. _______________ 6. ________________ 16. _______________ 7. ________________ 17. _______________ 8. ________________ 18. _______________ 9. ________________ 19. _______________ 10. ________________ 20. _______________ Part II – Case Study (5 points each)21. 22. 23. 24. WORKSHEETSHospitality and ManagementSeptember 8, 2017Introduction to ManagementAIM: What is management and why is it important?DO NOW: After watching the clip, decide if you would consider the manger featured a “good’ manager or a “bad” manager. Why? Management Manager What challenges do you think McDonald’s managers face in setting up an American fast food restaurant in a foreign country? What are some of the things managers would have to do to set up an assembly line like this one?Levels of Management Board of Directors/Trustees PROJECTSPioneers and Leaders in Hospitality and TourismStudent Names:Criteria Excellent5Good4Fair3Poor2Unsatisfactory1Background-------------------------1. Cover slide – your name, founder name 2. Name, Picture, Date of Birth 3. Birth place and where did they grow up? 4. 3 interesting facts about them, their family, etc. Business-------------------------5. Why are they known as a key figure in the development of hospitality/tourism? 6. What kind of business(es) were they involved with? 7. How did they get involved in hospitality/tourism? 8. Did the time period play a role in their development? Why or why not? 9. Do you see their contribution to the field of hospitality/tourism as important? Why or why not? 10. Where are they now? If they have passed away, do they have any family members that have continued their legacy? Explain. Presentation-------------------------11. Shared with Mrs. Rojas by 10/20 12. Animation 13. Pictures 14. Professional Presentation – both members standing in front of class, not reading off of screen, etc. UNIT PLANHospitality and ManagementUnit 2 Plan – Management EnvironmentTime Frame: 6 Weeks Brief Description of Unit:This unit covers the role of ethics and social responsibility in the business world, laws that regulate business and workers, and economics and the impact of tourism. We will discuss the importance of ethics, codes of ethics, and laws that affect ethics in business. Students will understand how companies have changed their attitude toward social responsibility and how they demonstrate that responsibility. Students will learn about the many different laws and their effects upon business and how a business manages its workers. Students will understand economic concepts such as opportunity costs command and market economies and supply and demand. Students will apply their knowledge to understand the economic, social, cultural, and environmental impacts of hospitality and tourism .The unit will end with an exam and a project.CDOS Standards: Standard 1- Career Development, 2- Integrated Learning, 3a- Universal Foundation Skills, 3b- Career MajorsCommon Core Standards: ELA Speaking and Listening Standards 10-12 – Standards 2, 3, 4 Curricular Goals:Upon completion of this unit, students will be competent in the following:Key Concepts:Why business ethics are importantWhat ethical codes should includeHow businesses solve ethical dilemmasWhat laws relate to ethics in businessHow thinking about corporate responsibility has changed since the nineteenth centuryHow corporations demonstrate their sense of social responsibilityDifferentiate between legal and ethical behaviorExplain the term “whistleblower” and list three organizational barriers to whistleblowing6 different kinds of laws that affect business operationsAdvantages and disadvantages of setting up sole proprietorships, partnerships, and corporationsHow income tax and property taxes affect businessesPatents, trademarks, and copyrightsHow the FTC protects consumers from unfair business practicesEssential elements of contracts5 major kinds of employment laws3 major federal equal employment opportunity lawsImportance of occupational safety and health lawsHow the Fair Labor Standards Act protects workersMarket vs. command economyLaw of supply and demand determines the price of a productDefine sustainable tourismCyclical nature of travelGeneral Study Skills:By the end of this unit, students will have reinforced the following skills:Critical thinking skillsListening and communication skillsTime ManagementComputer SkillsWorking cooperatively with students of varying abilitiesTaking accurate notesManaging time efficiently in order to complete a taskInstructional Materials:Smart BoardTeacher-made handoutsComputers with Internet accessVideo materialsComputers with Microsoft word/ Google Software/ PowerPointAssessment:Class DiscussionShort and long term projectsIndividual WorksheetQuiz/ExamLESSON PLANUnit: Management EnvironmentLesson 1: Ethical decisions?Aim: What are ethics and why are they important?Objectives: Students will be able to:Define ethics.Recognize, analyze, and apply ethical standards when facing pressure to be unethical.Instructional Materials:Smart Board Teacher made handoutsMotivation: Hand out questionnaire to students. Have them answer all questions honestly.Ethics Poll Questionnaire*Based on selected JA Worldwide-Deloitte 2006 Ethics Poll1. Do you think people who practice good business ethics are more or less successful than those who don’t?a. Less Successfulb. Just as Successfulc. More Successfuld. Don’t Know 2. Would you ever consider exaggerating your accomplishments on a job application or on a college application to get a better job or get into a better school?a. Nob. Yesc. Maybed. Decline to answer 3. If you were certain that you would never be caught, would you act unethically to make more money to get ahead?a. Nob. Yesc. Maybed. Decline to answer 4. How would you characterize the pressure on you to succeed in school no matter what the cost?a. A Lot of Pressure or Overwhelming Pressureb. A Little Pressurec. No Pressure 5. In the past year, have you done the following? (Circle “Y” for yes, “N” for no.)Y/N Told a lie.Y/N Downloaded a song without paying for it.Y/N Cheated on a test.Y/N Copied information from the Internet for homework and turned it in without notation.Y/N Posted untrue information on Instagram/Facebook.Y/N Cheated in sports. 6. In the past year, do you know of a friend who has done the following?Y/N Told a lie.Y/N Downloaded a song without paying for it.Y/N Cheated on a test.Y/N Copied information from the Internet for homework and turned it in without notation.Y/N Posted untrue information on Instagram/Facebook.Y/N Cheated in sports.7. Generally speaking, how prepared do you think you are to make ethical decisions?a. Somewhat or Not Preparedb. Preparedc. Very or Extremely PreparedProcedure:Review the Do Now. Go over the students and compare them to the national results. Ethics Poll Questionnaire—National Results*Based on selected JA Worldwide-Deloitte 2006 Ethics Poll Results 1. Do you think people who practice good business ethics are more or less successful than those who don’t?8% responded Less Successful20% responded Just as Successful50% responded More Successful22% responded Don’t Know 2. Would you ever consider exaggerating your accomplishments on a job application or on a college application to get into a better school?58% responded No12% responded Yes24% responded Maybe6% declined to answer 3. If you were certain that you would never be caught, would you act unethically to make more money to get ahead?59% responded No10% responded Yes26% responded Maybe5% declined to answer 4. How would you characterize the pressure on you to succeed in school no matter the cost?44% responded A Lot of Pressure or Overwhelming Pressure41% responded A Little Pressure15% responded No Pressure 5. In the past year, have you done the following? (Circle “Y” for yes, “N” for no.)a.Told a lie. Yes = 69%b. Downloaded a song without paying for it. Yes = 34%c. Cheated on a test. Yes = 22%d. Copied information from the Internet for homework and turned it in without notation. Yes = 12%e. Posted untrue information on Instagram/Facebook. Yes = 10%f. Cheated in sports. Yes = 6% 6. In the past year, do you know of a friend who has done the following?a. Told a lie. Yes = 59%b. Downloaded a song without paying for it. Yes = 42%c. Cheated on a test. Yes = 34%d. Copied information from the Internet for homework and turned it in without notation. Yes = 23%e. Posted untrue information on Instagram/Facebook. Yes = 27%f. Cheated in sports. Yes = 14% 7. Generally speaking, how prepared do you think you are to make ethical decisions?29% responded Somewhat or Not Prepared34% responded Prepared37% responded Very or Extremely PreparedSee how students feel about these answers? How did they compare to their own answers?We’ve been using the word ethics a lot. How would you define ethics?Ethics - set of moral principles or values that govern behaviorWhy are ethics important?They help you determine how to behaveBreak students up into groups of 3 - observer, decider and persuader. Group members take turns suggesting an unethical behavior, answering an unethical request, or observing and commenting on the answer.Hand out questions and one scenario card.Explain that they will be given scenarios and they have to answer the questions for each scenario. Students practice making ethical decisions while being pressured to be unethical.Questions to Consider WorksheetDuring the group brainstorming portion of each role-playing scenario, discuss the following questions:? What are the possible choices?? Is there a right or wrong choice?? What are possible consequences of each choice?? Who will be affected by each choice?? Would I feel guilty because of any of the choices?? Would any of the choices embarrass me if others found out?? Do I have an obligation or duty to make a certain choice or to report the situation?? If there are negative consequences for doing the right thing, how can I face them ina strong, positive way?Scenario A1. Persuader reads the scenario: I’m filling out this job application, and I just don’t think I’m qualified. I saw that you had a sample application. I could copy the information from that to make mine look better. If you would let me copy that sample, it would really help me get this job.2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer. Scenario B1. Persuader reads the scenario: I have an interview with a college admission board tomorrow. I have looked at some sample questions, and there are several I don’t have a good answer for. There are many questions I don’t have answers for, like listing volunteer projects I’ve worked on recently. Will you help me make up some answers? There’s no way for them to check, right?2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer. Scenario C1. Persuader reads the scenario: I figured out how to make the time clock add 45 minutes per day to my timecard, and no one knows it. Do you want me to show you how to do it with your timecard?2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer. Scenario D1. Persuader reads the scenario: My teacher just told us that if our research paper isn’t typed by today, we shouldn’t bother handing it in at all. My paper is written, but I don’t have any way to type it. Would you help me download one off the Internet?2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer. Scenario E1. Persuader reads the scenario: Math is my worst subject. I really have tried, but I just cannot memorize all the required formulas. If I don’t get a good grade on this test, my grade will drop, and I won’t be eligible for a scholarship. Can you help me come up with a cheat sheet for the formulas? I’ll make you a copy, too.2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer. Scenario F1. Persuader reads the scenario: I love the song that’s playing on the radio, but I hear the rest of the CD is awful. I heard that you found a website where I could pirate a copy of the song for free. Will you show me the site?2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer. Scenario G1. Persuader reads the scenario: I had a major personal problem last night and didn’t get to study for the test. You are so smart; we could come up with a system for you to help me with some answers during the test.2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer. Scenario H1. Persuader reads the scenario: If my mother asks, will you lie and say that I was with you last night? She worries when I go out with my friend Tom, and I don’t want to upset her.2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer. Scenario I1. Persuader reads the scenario: I am so angry with LaToya. I told her a secret, and she posted it on her weblog. Help me make up something really awful to say about her on my weblog.2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer. Scenario J1. Persuader reads the scenario: My brother told me he can get us steroids before the state championship game. We really could use an advantage heading into such a tough competition. What do you think?2. All three group members brainstorm possible ethical answers, using the Questions to Consider Worksheet.3. Decider chooses an answer and role-plays the response with Persuader.4. Observer observes and offers positive feedback on Decider’s answer.Closure:Briefly review the vocabulary introduced in the session.Suggest to students that, when feeling pressured to act unethically, they can ask themselves questions similar to those discussed during the group brainstorming activity.Ticket out of class - why do you think understanding ethics and ethical decision making is important for success in management?Unit: Management EnvironmentLesson 2: Ethics in BusinessAim:Why are business ethics important?Objectives: Students will be able to:Understand the difference between something being ethical and something being legalDefine ethics, code of ethics, and intellectual propertyApply knowledge of ethics to different situationsUnderstand the laws that have played a role in the development of business ethicsInstructional Materials:Smart BoardTeacher made handoutsMotivation: If something is illegal does that make it unethical?Procedure:Review the Do Now. Discuss different scenarios where something is unethical but legal and vice versa. Have the students come up with different scenarios.They overlap but are not exactly the sameEthics involves personal morals and valuesLegality involves government lawsIllegal = unethical?Not everyone agrees with all laws It is possible to do something illegal without violating a personal value systemAs you discuss the Do Now, use the words ethics and ethical.After using the word ethical - how would you define ethics?Ethics - A set of moral principles or values that govern behaviorGood vs. bad or right vs. wrongWhy are ethics important when running a business?Business Ethics - A company’s beliefs about what actions are appropriate and fair among peopleAs a manager, what are some dilemmas you could face if you witness unethical behavior?Let students discuss dilemmas they have seen in the work environment or ones they could envision happening.Do you have a set of standards that you follow? To help you guide you in life? This is called a code of ethics. Code of Ethics - Document shared with all employees - outlines the principles of conduct to be used in making decisions within the organizationEx: Honesty, Adherence to the law, Product safety and quality, Health and safety in the workplace, Security, Financial reportingMust be enforced to be effectiveYour turn - With your partners, develop a slideshow about your law/act. The presentation must include:When did the law come into existenceWhy did the law come into existenceWhat does the law coverThe Sherman ActThe Clayton ActThe Wheeler-Lea ActFederal Food, Drug, and Cosmetic ActConsumer Product Safety Commission (CPSC)Truth in Lending ActNational Environmental Policy Act of 1969The Clean Air Act of 1970The Toxic Substances Control Act of 1976The Clean Water Act of 1977Closure:Students will present their laws and discuss ethics vs. legality during their presentations.Unit: Management EnvironmentLesson 3: Social ResponsibilityAim:How do corporations demonstrate their sense of social responsibility?Objectives: Students will be able to:Define Social ResponsibilityUnderstand the evolution of Social ResponsibilityDefine stakeholders and their role in running a businessUnderstand the triple bottom line and the 3 p’s of organizational performanceRecognize the difference between the Socioeconomic view vs. Classical viewDiscerning how you measure Social ResponsibilityInstructional Materials:Smart BoardTeacher made handoutsMotivation: Pick any company that you like. Explain why you chose this company.Procedure:How would you define Social Responsibility?The obligation that businesses have to help solve social problemsWhy do businesses feel it’s necessary to give back to the community?Using the company that you chose in the “Do Now”, look up their website to see if they are socially responsible. Explain.Show a clip about Socially Responsible companies and the benefits to being Socially Responsible.Has Social Responsibility always been this important?Profit Maximization19th-early 20th centuries –role was just to maximize the profits their company earned. Trustee Management1920’s-1930’s – owners of businesses had obligations to do more than just earn profitsObligations to employees, customers and creditorsSocial Involvement1960’s – use influence and financial resources to address social problemsEx: poverty, crime, environmental destruction and illiteracyWho do you think a business has responsibilities for?Stakeholders - Organizations, groups and persons with whom an organization interacts and conducts businessWho is a stakeholder?Customers want…Value prices and quality productsOwners want…Profits as returns on their investmentsSuppliers want…Long-term business relationshipsCommunities want…Good corporate citizenship and support for public servicesEmployees want…Good wages, benefits, security, and satisfaction in their workThe responsibility extends beyond the bottom line. What is the bottom line? RevenueNow companies are concerned with the Triple Bottom Line - how well an organization performs financially, socially and environmentally.This is considered the 3 P’s of Organizational PerformancePROFIT - Is the decision economically sound? PEOPLE - Is the decision socially responsible?PLANET - Is the decision environmentally sound?The concept of a Virtuous Circle has become part of the push towards businesses being more socially responsible. CSR leads to improved financial performance that leads to more socially responsible actions in the futureExample: car manufacturers who produce fuel-efficient and hybrid cars may see improved financial performance and introduce more fuel efficient models.How does a company measure Social Responsibility?Social Responsibility Audit - determines the organization’s performance in various areas of social responsibilityWhat categories are measured?EconomicLegalEthicalDiscretionaryPhilanthropyContributing time and money to charitable, cultural, and civic organizations.Efforts to improve human welfareEx: Plant trees, give employees paid time off to participate in charitable activities, donate blood, clothing drivesEnvironmentalLimiting the damage their operations cause to the environmentEx: Create production processes that are as environmentally friendly as possible, encourage employees to carpool, use biodegradable productsQuality of Work LifeMaintain an ethnically diverse workforce that reflect the societies in which they operateDeveloping policies that contribute to the quality of life of their workersEx: Flexible work hours, on-site day care centersClosure:Ticket out of class - explain what social responsibility is and why it is so important for an organization?PROJECTChoose an organization in your community. What questions would you ask to complete an audit of its social responsibility practices?Explain the company, what they sell, their mission statement, etc.Create a Social Responsibility Audit. You must have at least 10 questions.What forms of Social Responsibility are they currently involved in? Explain.Develop 3 ways the company can be socially responsible. Be creative and explain your choices.TESTA business code of ethics is a set of unspoken guidelines about proper behavior in the workplace.A)TrueB)FalsePricing, billing, and contracting practices are areas generally covered by a code of ethics.A)TrueB)FalsePerforming a social audit can only hurt a company's reputation.A)TrueB)FalseA person faces _____ when it is not easy to decide what the correct course of action should be.A)dismissalB)an ethical dilemmaC)a code of ethicsD)a lawsuitFalse advertising is prohibited by the _____ act.A)Wheeler-LeaB)ShermanC)ClaytonD)Food, Drug, and CosmeticThe National Environmental Policy Act created the _____ in 1969.A)FDAB)EPAC)FCCD)none of the aboveProfit MaximizationA)Businesses have obligations to stakeholders.B)Social issues are not the concern of businesses.C)Businesses have obligations to their employees, creditors, and customers.Social InvolvementA)Businesses have obligations to stakeholders.B)Social issues are not the concern of businesses.C)Businesses have obligations to their employees, creditors, and customers.Trusteeship ManagementA)Businesses have obligations to stakeholders.B)Social issues are not the concern of businesses.C)Businesses have obligations to their employees, creditors, and customers.How can businesses support their employees' involvement in charitable organizations?A)give time off to employees for volunteeringB)match employee donations to charitable causesC)bothD)neitherJoanne follows a set of standards for what is right and wrong in her conduct. This set of standards refers toa) laws.b) policies.c) ethics.d) practices.In the context of a governing moral code, which of the following primarily concerns what is “right” or “good”?a) Legal behaviorb) Individual behaviorc) Management behaviord) Ethical behaviorMany companies are developing a formal statement of values and standards called a __________.a) statement of valuesb) corporate beliefs statementc) corporate values statementd) code of ethicsAll the people and institutions directly affected by a firm are collectively called its __________.a) stock holdersb) general partnersc) interested partiesd) stakeholdersWhich of the following refers to the obligation of an organization to its stakeholders as well as its own interests?a) Altruismb) Corporate social responsibilityc) Philanthropyd) Corporate interestYour roommate argues that businesses should focus on the pursuit of profits. Your roommate is prescribing to the __________ view of corporate social responsibility.a) socioeconomicb) legalc) classicald) entrepreneurialGraham, the CEO of Fleur Inc., a paper manufacturing company, prescribes to the classical view of corporate social responsibility. He is most likely to state that:a) the sole purpose of the management should be to improve the quality of the company’s products. b) the management should be responsible for the development of the society where the company operates.c). the management should be accountable for protecting the environment.d) the sole purpose of the management should be to maximize profits.The __________ view of corporate social responsibility is that business should focus on making valuable contributions to society, not just making profits.a) socioeconomicb) legalc) classicald) entrepreneurial__________ responsibility is fulfilled when an organization earns a profit through the provision of goods and services desired by customers.a) Economicb) Legalc) Ethicald) DiscretionaryAn organization meets its __________ responsibility when its actions voluntarily conform not only to legal expectations but also to the broader values and moral expectations of society.a) economicb) religiousc) ethicald) discretionaryThe highest level of social performance comes through the satisfaction of _______ responsibility.a) economicb) legalc) ethicald) discretionary__________ is a form of progress which makes use of natural resources to meet today’s needs while also preserving and protecting the environment for future generations.a) Abundant consumerismb) Protectionist businessc) Sustainable developmentd) Environmental capitalizationThe Uniform Commercial Code was established to protect consumers from mislabeled and impure foods, drugs, and cosmetics.A)TrueB)FalseThis is the correct answer.A)TrueB)FalseUnemployment insurance only covers workers who have been at a job for a certain length of time.A)TrueB)FalseThe law regulating how two or more people can set up a partnership is called the _____.A)Wheeler-Lea ActB)Corporate Partnership ActC)Uniform Partnership ActD)Sole Proprietor ActA patent gives an inventor and company exclusive rights to make, use, and sell their inventions for ___ years.A)100B)25C)7D)17The National Labor Relations Act regulates the relationship between businesses and _____.A)unionsB)the governmentC)the IRSD)employment agenciesConsumer LawA)Regulates how businesses can set themselves up to operate as companies.B)Protects individuals against business activities that might be harmful to them.C)Regulates how businesses enter into contracts with other businesses and mercial LawA)Regulates how businesses can set themselves up to operate as companies.B)Protects individuals against business activities that might be harmful to them.C)Regulates how businesses enter into contracts with other businesses and consumers.Corporate LawA)Regulates how businesses can set themselves up to operate as companies.B)Protects individuals against business activities that might be harmful to them.C)Regulates how businesses enter into contracts with other businesses and consumers.What does the statement “Something may be legal but unethical” mean?Answer: The “letter of the law” does not always translate into what others would consider as ethical actions. For example, U.S. laws once allowed slavery, permitted only men to vote, and allowed young children to work full-time jobs. Today, we consider such actions unethical.What is the most critical factor for maintaining ethical behavior in organizations? Explain. Answer: Ethical behavior on the part of senior management is the most critical factor for maintaining ethical behavior in organizations because senior managers have the position and the power to affect employee behavior.As a manager of a firm, how would you ensure that your employees are ethical?Answer: Student answers will vary.Do you support the classical view of corporate social responsibility? Give reasons.Answer: Student answers will vary.UNIT PLANHospitality and ManagementUnit 3 Plan – Foundation SkillsTime Frame: 6 Weeks Brief Description of Unit:This unit covers the role of ethics and social responsibility in the business world, laws that regulate business and workers, and economics and the impact of tourism. We will discuss the importance of ethics, codes of ethics, and laws that affect ethics in business. Students will understand how companies have changed their attitude toward social responsibility and how they demonstrate that responsibility. Students will learn about the many different laws and their effects upon business and how a business manages its workers. Students will understand economic concepts such as opportunity costs command and market economies and supply and demand. Students will apply their knowledge to understand the economic, social, cultural, and environmental impacts of hospitality and tourism .The unit will end with an exam and a project.CDOS Standards: Standard 1- Career Development, 2- Integrated Learning, 3a- Universal Foundation Skills, 3b- Career MajorsCommon Core Standards: ELA Speaking and Listening Standards 10-12 – Standards 2, 3, 4 Curricular Goals:Upon completion of this unit, students will be competent in the following:Key Concepts:Why business ethics are importantWhat ethical codes should includeHow businesses solve ethical dilemmasWhat laws relate to ethics in businessHow thinking about corporate responsibility has changed since the nineteenth centuryHow corporations demonstrate their sense of social responsibilityDifferentiate between legal and ethical behaviorExplain the term “whistleblower” and list three organizational barriers to whistleblowing6 different kinds of laws that affect business operationsAdvantages and disadvantages of setting up sole proprietorships, partnerships, and corporationsHow income tax and property taxes affect businessesPatents, trademarks, and copyrightsHow the FTC protects consumers from unfair business practicesEssential elements of contracts5 major kinds of employment laws3 major federal equal employment opportunity lawsImportance of occupational safety and health lawsHow the Fair Labor Standards Act protects workersMarket vs. command economyLaw of supply and demand determines the price of a productDefine sustainable tourismCyclical nature of travelGeneral Study Skills:By the end of this unit, students will have reinforced the following skills:Critical thinking skillsListening and communication skillsTime ManagementComputer SkillsWorking cooperatively with students of varying abilitiesTaking accurate notesManaging time efficiently in order to complete a taskInstructional Materials:Smart BoardTeacher-made handoutsComputers with Internet accessVideo materialsComputers with Microsoft word/ Google Software/ PowerPointAssessment:Class DiscussionShort and long term projectsIndividual WorksheetQuiz/ExamUnit: Foundation SkillsLesson 1: What is Decision Making?Aim: What is the importance of decision making?Objectives: Students will be able to:Understand the difference between intuitive decision making and rational decision makingMake rational decisions using the 6 stepsRecognize how corporate culture influences decision makingApply the principles of team decision makingUse the five types of management decision stylesInstructional Materials:Smart Board Teacher made handoutsMotivation: Write down the steps you took to pick out your outfit today. What were you thinking about during the process.Procedure:Review the Do Now.There are two basic ways to make decisions:Intuitively - making decisions based on intuition or hunchesEx: managers at a toy company may decide to raise the price of a new computer game because they think the consumers will be willing to pay more money for the gameRisk of regret if the”facts” turn out differently than you may have thoughtWorks well when manager has experienceAlso made when there is no time to conduct researchEx:Exxon lowering gas prices, BP has to act quickly so makes a decision based on intuitionRationally - making decisions based on factual information and logical reasoningRecognizing the need for a decisionDetermining how to go about making a decisionGathering information to help make a decisionIdentifying possible alternatives Evaluating each alternativeSelecting the best alternativeImagine you are trying to decide what college to attend. How would you use the six basic steps of rational decision making to choose your college?Factors Influencing DecisionsWhat factors do you think could influence a manager making a decision?Position - high or low level managerCorporate cultureEmployees supervised - would they support your decisionMinimizing Risk in Decision Making Dynamic growth strategiesEx: Starbucks expanding business into areas where they were not well known. Minimized risk by creating minifranchises in nontraditional outlets, such as bookstores.Importance of TimingOften complicated because different decisions have different time framesEx: Making a hiring decision too quickly - hire wrong personMaking hiring decision too slowly - could lose perfect candidateThe Role of ValuesEvery manager has a unique set of valuesEconomic (emphasis on making money) and social (making lives of consumer, workers, or the community better) values most affect decision makingHow do you make decisions with a group?Team Decision Making - process of resolving problems and issues by assigning several people with different backgrounds (admin, accounting, manufacturing, research) to a groupList 2 positive and 2 negative aspects of group decision makingWhat are the different styles of management?AutocraticSemi-autocraticLeadingCollaborativeAccommodating Closure:Ticket out of class - Why is it important for company managers to make good decisions?What are the six basic steps in rational decision making?How does corporate culture influence decision making?LESSON PLANUnit: Foundation SkillsLesson 2: Making Effective DecisionsAim: How do you make as a manager and encourage to your employees creative decision making?Objectives: Students will be able to:Make creative decisions.Encourage creativity through brainstorming, brainwriting, and wish lists.Utilize the six stages of the Meyers model of creative decision making.Understand the four barriers to effective decision making.Instructional Materials:Smart Board Teacher made handoutsMotivation: Think of a person that you consider creative. What characteristics cause you to feel this way?Procedure:Discuss responses to do now.Define creativityThe most successful companies have creative managers. To make creative decisions, managers follow 5 steps:Preparation - investigate to understand problem and get factsConcentration - Set a timetable for solving problemIncubation - look at various options for solving problemIllumination - find an acceptable solutionVerification - test the solutionHow do managers encourage creativity?Brainstorming - group of people come up with as many different ideas as possible to help solve a problem, without making judgements about those ideasShould have a leader responsible for meeting3 rules to follow: no criticizing, no praise, no questioning or discussionLeader lists all ideas on the board, group discusses, eliminates those that will not work and then decides on the best solutionBrainwriting - leader presents group with a problem, but members write down their ideas rather than say them aloud. Share papers with group who add comments. Leader selects best ideas and presents them to group.Wish Lists - leader presents problem and tells a group to make believe they have the power to solve any problem because there are no physical or financial constraints. Leader reviews ideas and presents the practical solutions.In what situations would making a wish list be more helpful than brainstorming?Meyers Model for Creative Decision MakingRecognitionFact FindingProblem FindingIdea FindingSolution FindingWhich stage do you think would be the most difficult?Barriers to Effective Decision MakingComplacencyAvoidance PanicIndecisivenessManagers cannot make effective decisions until they know how to deal with these barriers.How would you handle these barriers as a manager? What are some steps you could take to change the employee's mindset? Closure:Ticket out of class - What are the 5 basic steps to creative decision making?What problems are best addressed by brainstorming?What are the advantages and disadvantages to brainwriting compared to brainstorming?EXAM1.Rational decision making is always better than intuitive decision making.A)TrueB)False2. If a manager fails to call back a top job candidate within 72 hours, his or her company risks losing the candidate to another company.A)TrueB)False3. In a brainstorming session, members of a group cannot criticize any idea.A)TrueB)False4. Managers who make decisions based on a hunch are practicing _____ decision making.A)rationalB)intuitiveC)deductiveD)poor5. The first step in the Meyers model for creative decision making is _____.A)problem findingB)idea findingC)recognitionD)fact finding6. _____ can help managers come up with creative solutions to problems.A)BrainstormingB)BrainwritingC)Wish listsD)All of the above7. CollaborativeA)Manager shares information with a few subordinates and then asks them individually for advice before making a decision.B)Manager makes the decision alone, with little or no advice.C)Manager shares information and asks for input from subordinates as a group before making a decision.8. LeadingA)Manager shares information with a few subordinates and then asks them individually for advice before making a decision.B)Manager makes the decision alone, with little or no advice.C)Manager shares information and asks for input from subordinates as a group before making a decision.9. AutocraticA)Manager shares information with a few subordinates and then asks them individually for advice before making a decision.B)Manager makes the decision alone, with little or no advice.C)Manager shares information and asks for input from subordinates as a group before making a decision.10. Which is a potential drawback to team decision making?A)The group may attach itself to the first potential positive solution.B)Several people with different backgrounds might be assigned to the group.C)BothD)Neither11. Over half of employees' time at work is spent listening.A)TrueB)False12. When writing reports that your superiors will see it is advisable to include many technical terms so that you can demonstrate your knowledge of the field.A)TrueB)False13. A good active listener will wait until a speaker has completely finished his or her statement before asking any questions or making any comments.A)TrueB)False14. By observing body language, or _____, a manager can gain additional information about a speaker.A)speakingB)active listeningC)interruptingD)nonverbal cues15. The KIS principle stands for _____.A)keep it simpleB)kindness, integrity, serviceC)kindred information systemsD)keep information secure16. The most common form of written business communication is the _____.A)business letterB)faxC)memoD)email17. Oral communication plus written communicationA)Telling employees that the company's new fitness center is now open.B)Telling employees that the company will no longer allow staff to work overtime.C)Telling an employee that his or her 90-minute lunches are too long.18. Oral communication aloneA)Telling employees that the company's new fitness center is now open.B)Telling employees that the company will no longer allow staff to work overtime.C)Telling an employee that his or her 90-minute lunches are too long.19. Written communication aloneA)Telling employees that the company's new fitness center is now open.B)Telling employees that the company will no longer allow staff to work overtime.C)Telling an employee that his or her 90-minute lunches are too long.20. If you were at a job interview, what sorts of nonverbal cues would you want to avoid?A)fidgetingB)shyly looking down at the floorC)bothD)neither21. Why is it important for business managers to listen actively?22. What may happen if a manager fails to identify the audience correctly?23. Why would nonverbal communication be a factor in a manger’s marketing presentation?24. What conclusions might a customer draw after receiving a badly written letter from a manager?25. Explain when managers would use written communication and when they would use verbal communication?26. Define active listening.27. What are the four basic barrier to effective decision making?28. What is the difference between brainstorming and brainwriting?29. Name 3 positive and 3 negative aspects of group decision making.30. Would a manager with a collaborative decision-making style work well under a structure of team decision making? Why or why not?UNIT PLANHospitality and ManagementUnit 4 Plan – Planning and Strategic ManagementTime Frame: 4 WeeksBrief Description of Unit:In this unit, students will see how strategic planning helps managers set goals and how operations planning helps a business run efficiently. CDOS Standards: Standard 1- Career Development, 2- Integrated Learning, 3a- Universal Foundation Skills, 3b- Career MajorsCommon Core Standards: ELA Speaking and Listening Standards 10-12 – Standards 2, 3, 4 Curricular Goals:Upon completion of this unit, students will be competent in the following:Key Concepts:Know the difference between formal and functional plansDistinguish between strategic and operational planningUnderstand the role of the SWOT analysis in planning and strategic managementEvaluate factors needed in implementing strategic plans What operations managers doKnow the differences between a continuous flow and and intermittent-flow operating systemUnderstand how businesses use computers to help them design, engineer and manufacture productsKnow the three types of facility layouts and the factors to consider in choosing the siteGeneral Study Skills:By the end of this unit, students will have reinforced the following skills:Critical thinking skillsListening and communication skillsTime ManagementComputer SkillsWorking cooperatively with students of varying abilitiesTaking accurate notesManaging time efficiently in order to complete a taskInstructional Materials:Smart BoardTeacher-made handoutsComputers with Internet accessVideo materialsComputers with Microsoft word/ Google Software/ PowerPointAssessment:Class DiscussionShort and long term projectsIndividual WorksheetQuiz/ExamLESSON PLANUnit: Planning and Strategic Management SkillsLesson 1: Planning and Strategic ManagementAim: What needs to be done in order for a business to run efficiently?Objectives: Student will be able to:Know why businesses use strategic planningDefine short-range, intermediate and long-range goalsHow grand, business and and functional operations work in a businessMotivation: Show logos of Shake Shack and Instagram. Name three things that you consider be current trends. What are some of the factors that influence these trends? What trends do you think will influence business in the next ten years?Procedure: Do now: Answer the above questions. Elicit responses from students. What does a company need to do in order to ensure success in the future for these trends?Lead students to respond “Plan”, Definition: the process that businesses use to decide the company’s goals for the future and to always achieve these goalsEffective planning involves participation from all employees. Itis important to: Be sure all employees have an overall understanding of goalEnsure that all employees feel as if they are part of the processPlanning is broken into two typesOperational - short term ( a year or less)Strategic - one year plus.What are some things that need to be planned with the time frame of one year? Answers could include product line (menu items, etc.) for operational and expansion, etc. for Strategic.Ask students to list some decisions that businesses need to make. Have them categorize them as strategic and operationalPlanning also involves providing an overall direction for the company defined as grand or corporate strategiesGrand or corporate strategies fall under several categories:Growth: expansion vertically, as a supplier or customerConcentration: extends sales of current products or servicesDiversification: new products or services.Stability - no changes, not seeking growthRetrenchment: looking for methods to reverse negative trends (may include liquidation of some or all of the businessCombination - several different strategies at onceClosure:Good planning is key to a successful business. What can occur when managers make decisions that are made swiftly and not well thought out?Students will understand that there are many areas in which a business could be affected from as minor as being poorly organized to bankruptcy.Activity for next day to follow:Hospitality and ManagementUnit 4 Plan – Planning SkillsActivity:Break up the class into groups of three to four. Present each group with one of the scenarios listed below.Ask each group to suggest specific planning strategies (vertical, concentration, diversification) for their assigned scenario. They should be classified and operational or strategic.Students should present their strategies to the class in presentation format. Diagrams should be used. Once presented, encourage other students to make other suggestions.Scenarios:You are a local fast food hamburger business. It is a family owned and operated facility. The menu is limited: hamburgers, cheeseburgers, fries, soda and shakes. The business has been in operation for five years and is making a significant profit. You are teen tour company for school field trips. Your company organizes one - three day tours of New York City business locations such as the Stock Exchange, Microsoft offices, etc. Business is starting to dwindle.You are the president of a chain of east coast small 100 room hotels. You have locations in busy towns such as Rockville Centre and Massapequa. There are few amenities (i.e. vending machines for snacks and drinks, no restaurants or room service). Reservations are light and you are just making a slight profit.LESSON PLANUnit: Planning SkillsLesson 2: Planning and Strategic ManagementAim: What must a company do in order to remain competitive and profitable?Objectives: Student will be able to:Know the steps in taken in the strategic management processThe objectives of a company’s mission statementThe differences between missions and goalsHow to differentiate among policies, procedures and rulesHow a SWOT analysis worksWhat organizational factors need to be evaluated in implementing a strategic plan.Motivation: Put the following mission statements on the board:“To give people the power to build community and bring the world closer together." Facebook“Our mission is to offer the ultimate Caribbean vacation experience by innovatively, reliably and consistently providing the safest and highest quality services and facilities to guests, while attaching a premium to our human resources and being among the most eco-friendly and community-friendly resorts in the hospitality industry. - Sandals Resorts”“Ensuring that better food is accessible to everyone” - ChipotleExplain to students that these are company’s mission statements. Ask them to identify what the purpose of a mission statement is. Ask them if they can identify the elements of a good mission statement.Procedure: Do Now: Students should jot down their responses and have them share responses with the class. with the class Lead students to respond that a mission statement outlines why the company exists.Explain that strategic management is the application of the basic planning process at the highest levels of the company. Creating the mission statement the first step in the process.Additional steps to FORMULATING STRATEGYDevelop the mission statement ( see above) Identify past and present strategies - have they been developed and what are they?Diagnose those strategies - how have they performed, how are they performing now, what has the performance trend been?Set goals - goals should consider environmental and opportunity changes. They should include financial, production, and quality goals as well as others. Develop policies and procedures - general guidelines which establish boundaries within employees must operate.Develop a SWOT analysis - describes strengths, weaknesses, opportunities and threats. This will help the company reevaluate overall health.Implementing Strategies: This could include retraining and assisting staff in adapting to current policies and changes. It could be the most difficult part.Evaluating and Controlling the Strategic Plan - the process of determining if the strategies workReview internal and external factors that are the basis for these strategiesMeasure performanceTake corrective actionCase analysis: Break the students into groups of 3-4 and assign one of the situations listed below. Have them write a memo explaining how they will evaluate the success of one of the following strategies:The W Hotel recently changed their employee policy for sick days from 10 per year to unlimited. Apparently other companies in the same industry have the same policy.The W Hotel has changed their return policy from full refund within 24 hours cancellation to 48 hours, with only 50% with 24 hours.The W Hotel restaurant has changed the way they obtain pasta sauce from purchasing pre made sauce to making their own sauce.Assessment - Unit 141. Specific results that one wishes to achieve are referred to as:a) measurements.b) plans.c) objectives.d) end points.2. Allocating and arranging resources in order to accomplish tasks is called __________.a) controllingb) planningc) leadingd) organizing3. At your university, it is required that all students are expected to follow the guidelines concerning sexual harassment. This is an example of a:a) policy.b) rule.c) procedure.d) law.4. A company poster lists instructions to be followed in case of a fire alarm. This is an example of a(n) __________.a) policyb) directivec) operating pland) procedure 5. __________ plans deal with the methods and technology needed by people in their work.a) Financialb) Facilitiesc) Productiond) Marketing 6. A plan that commits resources to projects or activities is called a __________.a) strategyb) visionc) policyd) budget7. Objectives should __________.a) be specificb) have a lofty goalc) be a well-kept secretd) be easily accomplishable 8. A(n) __________ clarifies the purpose of an organization and expresses what it hopes to be in the future.a) budgetb) visionc) policyd) procedure9. Plans that cover a year or less are called __________ plans.a) mediumb) strategicc) short-ranged) long-term 10. A(n) __________ is a statement of intended means for accomplishing objectives.a) planb) schedulec) objectived) idea 11. A standing plan that communicates broad guidelines for employees to use when taking decisions and actions is called a __________.a) policyb) project planc) procedured) budget12. Which of the following refers to the process of developing alternative plans in anticipation of having problems with implementing the existing plan?a) Contingency planningb) Forecastingc) Scenario planningd) Budgeting13. __________ are methods that lead to superior performance.a) Best practicesb) Complacency trapsc) Operating proceduresd) Forecasting 14. A plan that commits resources to projects or activities is called a __________.a) strategyb) visionc) policyd) budget15. A plan covering the production activities of an organization for three months would be an example of a(n) __________ plan.a) long-termb) operationalc) strategicd) recoveryTrue/False 1. Leading consists of guiding the efforts of human resources to ensure high levels of task accomplishment. Ans: True2. One of the critical pieces of the planning effort is defining objectives. Ans: True3. Strategic plans define what specific work units need to do in order for the organization to move ahead.Ans: False4. One effective way to build commitment to the implementation of a plan is to involve the people who will have to do the implementing in the creation of the plan. Ans: True5. A policy describes exactly what actions should be taken in specific situations.Ans: FalseShort Answer1. State and discuss at least three reasons for planning and the benefits of each. Ans: Planning can be done for various reasons:Planning provides a direction and a goal for the company: This is done by establishing objectives. Objectives define in a specific manner what is to be accomplished, when it should be accomplished and how to accomplish it. Without objectives there is little or no common path to pursue.Planning helps employees know what needs to be done: It is important that those involved in implementing the plan understand what is to be accomplished and why it is important to the company. This can be done by involving those key individuals that will implement the plan in the planning process and presenting the plan to all who will participate no matter what role they will play or what their position in the company.Planning aids the progress of reviewing and controlling: Objectives are used to establish milestones against which results can be evaluated and corrective actions taken. This is critical to recognizing problems before they cause serious damage.Planning improves time management: Planning allows managers to set priorities and to manage their time according to those priorities.Students may also include the following reasons:Planning improves focus and action orientation: Planning can help sharpen focus and increase flexibility, both of which improve performance. An organization with focus knows what it does best and what it needs to do.Planning improves coordination and control: It is hard to exercise control without planning objectives. Without control, plans may fail because of a lack of follow-through. With both, it is a lot easier to see when things are not going well and make the necessary adjustments.2. What are the four functions of management? Describe each of them. Ans: The four functions of management are planning, organizing, leading, and controlling.Planning involves establishing stretch objectives, setting a time frame for achieving them and describing how they will be anizing requires allocating and arranging resources necessary to meet the objectives.Leading includes guiding and motivating others to implement the plan.Controlling is the process of reviewing and evaluating results and taking necessary corrective action.3. Distinguish between strategic plans and operational plans. Ans: Strategic plans set broad, comprehensive, and longer-term directions for an organization. They address the question of how the organization’s objectives will be accomplished in the sense of what approach will be used.Operational plans are shorter-term means for putting the strategies into action. They contain specific activities and the schedules for completing them.UNIT PLANHospitality and ManagementUnit 5 Plan – Organizing SkillsTime Frame: 5 WeeksBrief Description of Unit:In this unit, students will be introduces to the value of organization for any well run business. Students will understand how to organize work, provide organizational structure, understand work groups and work with employees.CDOS Standards: Standard 1- Career Development, 2- Integrated Learning, 3a- Universal Foundation Skills, 3b- Career MajorsCommon Core Standards: ELA Speaking and Listening Standards 10-12 – Standards 2, 3, 4 Curricular Goals:Upon completion of this unit, students will be competent in the following:Key Concepts:Recognize the reasons for organizing workUnderstand how businesses prevent their workers from losing interest in their jobsExplain why managers need to delegate authority and responsibilityList the four types of organizational structures and explain the advantages and disadvantages of each typeName the factors that affect the type of structure an organization adoptsExplain the difference formal and informal work groupsRecognize the importance of work groups to an organizationUnderstand the methods of hiring, training and measuring performanceUnderstand the theories of motivationIdentify leadership skills necessary for effective managementGeneral Study Skills:By the end of this unit, students will have reinforced the following skills:Critical thinking skillsListening and communication skillsTime ManagementComputer SkillsWorking cooperatively with students of varying abilitiesTaking accurate notesManaging time efficiently in order to complete a taskInstructional Materials:Smart BoardTeacher-made handoutsComputers with Internet accessVideo materialsComputers with Microsoft word/ Google Software/ PowerPointAssessment:Class DiscussionShort and long term projectsIndividual WorksheetQuiz/ExamUnit: Organizing SkillsLesson 1: Understanding how organizational structures workAim: Why is organizing such an important management function?Objectives: Student will be able to:Read an organizational chartKnow the four main types of organizational structuresTrends in organizational designsMotivation: As the new manager of Adventureland, you will be supervising over 200 employees, many of whom have worked together for years. How will you try to establish yourself as an effective manager?Procedure:Elicit responses from students. These may include: discussions of expectations, how tasks are assigned, explaining the process of who reports to whom.Explain that each of these responses are part of the management function and structure.Structures can be:Formal: the official structure of the organization. Uses an organizational chart - a diagram of positions depicting the hierarchy of authority. It defines who reports to whom, the job titles and their rmal: a network of unofficial relationships - discussions over coffee, unofficial meetings.Ask students what types of problems could arise from an informal structureList following on the board:Pros of informal structure:Emotional connections and supportEasier way to get people to communicate and get things doneCons of informal structureIncorrect information is spreadRumors are spreadSome may not be “in the loop”The most common types of organizational structures: FunctionalDivisionalMatrix TeamNetworkFunctional structures: People who have similar skills and tasks are grouped together. Usually works in organizations that have stable environments and where people share similar tasks. I.e. vice presidents, managers, administrators (staff) each grouped together. What could be some negatives to this?Answers could include no communication across lines, competition amongst groups, getting trapped in a particular segment of the companyDivisional structures: People are grouped together by products, customers or locations. i.e regions of the country, products sold, target marketWhat could some negatives be?Answers could include duplication of resources, rivalriesMatrix Structures: a combination of Functional and Divisional. Permanent teams are that operate across functions.Expertise and information is shared to solve problems at the team level.What could be some negatives?Answers could include confusing/conflicting demands, power struggles between supervisorsTeam Structures: permanent or temporary teams are created to solve problems, complete projects, etc. These improve communication, cooperation and decision makingWhat could some negatives be?Answers could include conflicts between team and functional loyalties, takes time, and its success is a result of how well the team is work Structures: Makes use of strategic alliances and outsourcing. Uses a network of people outside the organization and eliminates full time staff. It is cost efficient and allows for more expertise.What could some of the negatives be?Dealing with many outside contractorsUncertainties in dealing with outside sourcesHidden costsSummary: Students should be asked to submit exit questions regarding the differences between types of structures.Unit: Organizing SkillsLesson 2: Introduction to Food Service (refer to section 3.1 and 3.2 in Glencoe Hospitality and Tourism text)Aim: Types of Restaurants and Positions and responsibilities of employees in a restaurant businessObjectives: Students will understand the hierarchy of staff and roles of each positionMotivation: Why are each of the following positions grouped together:Group A: manager, cashier, bartenderGroup B: pastry chef, sous chef, cleaning staffProcedure: Lead students to respond that the group A are those that are more visible to the public. Group B is the staff that is not.Group A is called the front of the house - staff the area in a hospitality environment that the guests viewGroup B is the back of the house - areas that guests do not viewAsk students if they can think of other positions for each categoryResponses for Group A include managers, cashiers,hosts/hostesses, servers, bussers, greeters, bartendersResponses for Group B include those who place orders, keep track of inventory, receive deliveries, inspect premises, prepare foods, securityWhat are the different types of restaurants in which these positions are required?Ask students their favorite place to eat. Distinguish between when they have time and when they do not.These restaurants are categorized as commercial sites - these are sites for the general public.Full service restaurant - where a customer sits at a table and is served. These can be categorized as fine dining or casual diningFine dining usually includes tablecloths on the table, extensive wine lists and ambianceCasual dining is more likely to have a relaxed atmosphere, reasonable prices and speedier serviceLimited service facilities - “QSR” or Quick Service Restaurants - formerly known as fast food placesSpecialty Restaurants - ones that are directed towards a specific category such as: ethnic, pizza, chicken, steak, breakfast, etc.Restaurants fall into three different types of businesses:Chains - has more than one location with the same name and the same ownershipFranchise - individually contracted and owned but is directed to operate and sell the same products as the others Independents - one of a kind, creates its own image and style.Restaurants can also be within other properties: private clubs, theme parks, in hotelsIn addition, there are on-site facilities in schools, colleges, health care facilities, etc. airports, etc.Summary: Ask students to list their three favorite restaurants and identify their category and type. Review. Hospitality and ManagementUnit 5 Plan – Organizing SkillsActivity:Group students into 3 or 4.Each group should create their own new restaurant. Their restaurant must include the following categories:Full service, limited or specialtyType of restaurantType of dining including menu choicesList and fully describe front and back of the house staffIdentify and explain the type of structure Include the organizational chartProject should be a written report as well as a presentation in powerpoint format.Rubric:1 = category missing2 = category listed but not clearly defined3 = category listed, clearly defines and rationale providedNAME SCORECategory Type of restaurantDining type (including menu choices)Description of staffType of structurePresentationTotal score /18Unit: Organizing SkillsLesson 3: Introduction to the Hotel Business (refer to section 4.1 and 4.2 in Glencoe Hospitality and Tourism text)Aim: Identify types of hotel classifications; explain the importance of yield managementObjectives: Students will be able to differentiate between business and leisure guests; describe guest services and and identify support staffMotivation: Ask students why they think tourists from other countries enjoy visiting New York City?Procedure: Elicit responses from students that include seeing the lights, the excitement, the historical buildings and architecture, the shoppingAsk students to classify the reasons people travel to NY:Guest type business LeisureTypes of stay:Walk in - without a reservationTransient - stays for a maximum of up to 30 daysCorporate - there for business - usually has a corporate rate and is negotiated between the hotel and the companyGroup - guests with a special rate based on number of people staying therePriceBudget - inexpensive with limited servicesMid Priced - standard accommodations; more food and beverage optionsUpscale - luxury with a full array of services.Ask students to identify the features and services of a luxury hotel.Besides services, what other factors would contribute to a hotel room cost?Location of property - ask students to clarify. Answers could include: accessibility to transportation, noise factors, proximity to airports, etc.Location of room - view, near an elevator, floorAmenities - wifi. Double sinks, refrigerator, etc.Length of stayTypes of guest - special rates such as AARP, AAA, etc.Season - holiday times, etc.Meals - breakfast only, vending machines only, small market, dining room, room serviceDefine Yield Management - a system of of maximizing revenue through adjusting room rates according to demand.Examples of formulas used:Average daily rate (ADR): total sales for the day divided by total number of rooms sold.Occupancy percentage (OCC%): number of rooms sold as a percent of total number of available roomsRevenue per available room (RevPAR): revenue per available roomActivity: Calculate the Yield management for each method above using the following information:Total available rooms: 500Rooms sold: 450Revenue: $56,250As students which they feel is the preferred method and ask them to substantiate their responses.Hotels are also classified by style and function:All- suiteExtended StayBed and BreakfastSpasBoutique hotelsVacation Properties (time shares) Activity: Place students into six groups. Each group should research one of the above. They should provide a description and explanation, and present websites of hotels that fall into each category. Ask students to recall from the prior lesson the difference between front and back of the house.Ask them to identify some of the positions that would fall into each of these categories. Answers for front should include: front desk, guest services (concierge) Answers for back should include: housekeeping, security, valet, groundskeepers, human resources, etc.Summary: Asks students to compare and contrast the characteristics of the restaurant and hotel industries.Unit 5 - Assessment QuizChoose the best answer:1. Which of the following management functions entails the process of arranging people and resources to work toward a common goal?a) Controllingb) Leadingc) Planningd) Organizing2. A(n) __________ graphically describes the arrangement of work positions within an organization.a) informal structureb) PERT chartc) organization chartd) business strategy3. Organization charts provide all of the following EXCEPT:a) a clear division of work.b) diagrams of reporting relationships among employees.c) job titles of employees.d) unofficial relationships among employees.4. A chart that describes a company’s formal structure is called a(n):a) PERT chart.b) employee chart.c) organization chart.d) Pareto chart.5. All of the following are problems with informal structures EXCEPT that they:a) assist in getting the work done.b) may work against organizational goals.c) breed resistance to change.d) distract members from their work.6. A __________ groups together people with similar skills who perform similar tasks.a) cross-functional structureb) functional structurec) horizontal structured) matrix structure7.. In a functional structure, a lack of communication between functional departments leads to a lack of:a) coordination between the functional units.b) expertise in solving technical problems.c) a clear career path for employees.d) training within the departments.8. An organizational structure that combines functional and divisional approaches to emphasize project or program teams is called a(n) __________.a) informal structureb) operational structurec) vertical structured) matrix structure9. Your manager is considering the implementation of either a matrix structure or a team structure. Based on what you have learned in this class, you can tell her that the major difference between a matrix structure and a team structure is that a team structure:a) has no functional management.b) has project management.c) is always permanent.d) has temporary teams to solve problems.10. A __________ brings together members from different functional departments.a) matrix teamb) cross-functional teamc) sales teamd) vertical team True or False 11. The essence of the functional chimneys problem is that the subunits of an organization compete among themselves. True12. The key feature of a network structure is a minimal core staff, with as much of the support activity contracted out as possible. True13. A cross-functional team structure has no functional supervisor. False 14. An organization chart describes a company’s mission. False15. The key feature of a network structure is a minimal core staff, with as much of the support activity contracted out as possible. True UNIT PLANHospitality and ManagementUnit 6 Plan – Leadership SkillsTime Frame: 5 WeeksBrief Description of Unit:In this unit, students will understand the meaning of leadership. In addition, they will learn the methods of managing conflict and stress as well as managing change, culture and diversityCDOS Standards: Standard 1- Career Development, 2- Integrated Learning, 3a- Universal Foundation Skills, 3b- Career MajorsCommon Core Standards: ELA Speaking and Listening Standards 10-12 – Standards 2, 3, 4 Curricular Goals:Upon completion of this unit, students will be competent in the following:Key Concepts:Understand the difference between power, authority and leadershipLearn the three different leadership styles Learn the skills managers need to masterRecognize the sources of change managers faceUnderstand the sources of conflict in the workplaceRecognize how managers can resolve conflicts among their employeesKnow how to use stress-management techniques to reduce the level of stressDescribe the steps managers can take to reduce resistance to changeUnderstand corporate cultureExplain the importance of diversity in the workplaceGeneral Study Skills:By the end of this unit, students will have reinforced the following skills:Critical thinking skillsListening and communication skillsTime ManagementComputer SkillsWorking cooperatively with students of varying abilitiesTaking accurate notesManaging time efficiently in order to complete a taskInstructional Materials:Smart BoardTeacher-made handoutsComputers with Internet accessVideo materialsComputers with Microsoft word/ Google Software/ PowerPointAssessment:Class DiscussionShort and long term projectsIndividual WorksheetQuiz/ExamUnit: Leadership SkillsLesson 1: Distinguishing between power, leadership and authorityAim: Good managers need to be effective leaders to help employees meet organizational objectivesObjectives: Student will be able to:Understand the distinction between power, authority and leadershipKnow the three types of leadership stylesLearn the leadership skills managers need to masterMotivation: Think of your favorite boss (if you work) or teacher, if you don’t. What are the characteristics that make them a good leader?Procedure:Elicit responses to the motivation. Responses could include: fair, respectful, empathetic,loyal, self-confident, decisive, etc.Have students write down the names of people (past or present) who they would describe as powerful. Have them tell the class why they chose those people. Define power: the ability to have or other people act in a certain wayDefine leadership: the ability to influence peopleExplain that there are two classifications for leadership: universal - there is one way to lead and contingent - depends on the situation.List the three different styles of leadership:Autocratic: make all the decisions themselves and do not listen to othersPro: effective while leader is presentCon: ineffective when leader is not presentLaissez-faire: “hands off” approach - little to no leadershipPro: noneCon: low productivity, little employee motivationDemocratic: listen to others and encourages exchange of ideasPro: makes employees feel empoweredCon: too many ideas and too many voicesActivity: You have just graduated from the Ross School of Business as a management major and and have been hired as a consultant at Great Adventure in Freehold New Jersey. Staff morale had been low, there is a high rate of absences and there is very little direction. What are some suggestions you can make in order to get the staff back on track?Students should meet in groups and discuss some possible suggestions.Once suggestions have been made, categorize their suggestions according to the categories below.Summary: Explain that these suggestions can be categorized into specific leadership skills:Planning: develop goals and how to achieve themTeaching: training and problem solving techniquesDelegate: surround yourself with good trustworthy people Encourage independent thinking: employees should develop solutions and Build a team: be a captain with good staffSet an example: be a role model and “practice what you preach”Share credit with subordinates: accept responsibility and share the credit Unit: Leadership SkillsLesson 2: Managing Conflict and StressAim: Understanding that unresolved tensions between employees reduces productivity and creates a poor work environmentObjectives: Student will be able to:Understand the positive and negative effects workplace conflictKnow the three types of workplace conflictKnow how managers deal with conflictMotivation: Students should answer true or false to the following statements:Conflict in the workplace is always dysfunctional - False ( it is a normal part of life within an organization)Most conflicts can be managed - TrueConflict tends to go away - False (it can motivate change)Conflict always results in winners and losers - False (it can help build relationships between people)Procedure:Review the statements above and discuss the correct responsesDefine conflict: the struggle between people with opposing needs, wishes or demandsAsk: Do you think conflict is good or bad and why?Discuss responses and lead students to the following effects of conflict:Positive effects:It energizes peopleIt is a form of communicationCan learn from the experienceNegative effects:Create an unproductive work environmentDistracts workers from their jobsDiscuss the types of conflicts:Interpersonal - between individualsIntergroup - between departmentsOrganizational - between the employees and the organization itselfActivity: Break students into groups of three or four.Have students write a role play that describes a workplace conflict between two parties and a resolution worked out with the help of a manager.Students may choose from the following scenarios or create one of their own.Teams should present their scenarios and solutions.Scenario 1 (interpersonal): Within the housekeeping department of a hotel, teams of two are sent to clean the rooms. One particular team is having an issue because one member is not cleaning as quickly and as efficiently as the other. The “slacker” has had some family issues which have been going on for extensive period of time. The partner is getting tired of picking up the slack and has now brought the complaint to the manager.Scenario 2 (intergroup): At the local Chili’s, business has been extremely good due to a recent promotion. Unfortunately, the cooks have not been able to keep up with the increase in orders. Customers are complaining and going so far as to write poor reviews about the service on Yelp. Arguments have ensued between the kitchen staff and the waiters.Scenario 3 (organizational): The Saturday night servers at the local Chili’s have had several secret meetings regarding their manager. Business has been extremely good due to a recent promotion. Unfortunately, the service has been slow and customers are complaining to this manager. The manager is openly and publicly chastising the servers in front of the customers. The servers are about to stage a “walk-out” next Saturday night.Unit: Leadership SkillsLesson 3: Managing Change, Culture and DiversityAim: Understand that managers need to be able to adapt to internal and external changes and must act in ways that are consistent with their company’s culture.Objectives: Student will be able to understand:How internal and external factors affect businessAdapting to change is critical in businessWhy many people resist changeHow managers can reduce resistance to changeMotivation: Imagine you have worked at your job for the last ten years with the same manager. You have become personal friends over the years. Due to a restructuring of management, your boss will now be heading a different department. Discuss your reaction and how you might feel.Procedure:Discuss student responsesAsk students to list five types of changes that could affect a business. Responses could include: policies, procedures, budgets. Management, new products/services, social trends, fashion trends, competition, etc.Categories their responses into two columns: Internal and external Internal - within a companyExternal - outside of a company’s ability to changeThese could include technological changes as well as environmental changesRefer back to the Motivation and review some of the reasons people are resistant to change. Explain the they are usually always related to to fear:Fear of the unknownOf losing one’s jobThat skills or expertise will lose valueLoss of powerInconvenienceThreats to relationshipsPair students and ask them how they could resolve the above situationSolutions may include: Building trustDiscuss upcoming changesInvolve the employees by asking for feedbackAsk the students how they would react if they employee they just hired from a similar company showed up for work on their first day in jeans while everyone else is wearing business dress clothesExplain that the dress code for a company is part of the company cultureMention that flexible hours and job sharing could also be considered company cultureDefine culture on the board: a set of customs , traditions and values that members of a community share. Similar to nations and ethnic groups, companies have cultures too.What are some of the factors that determine corporate culture?History - the company’s past Environment - compared to similar industries Staffing - is the employee a “fit” similar to other employees in their beliefs, work ethic, etc.Entry socialization - indoctrinating new employees to the company’s cultureDiscuss why managers must incorporate diversity in the corporate world. Ask students to list some different types of diversity.Responses should include race, ethnic background, gender, age groups and physical disabilitiesAsk students why they believe diversity is important in the workplaceReasons should include: employee and customer population are diverse, top talent may be found in any population and risk of being sued.Summary: Explain that familiarizing yourself with different cultures and training your staff in these cultures will make for a better workplace overall. Activity: Students should research a company of their choice and determine how the company’s culture has changed throughout the course of it’s existence and present to their findings to the class.Unit 6 -Assessment Students should read the BusinessWeek article on page 430 of the Glencoe Business Management textbook -It’s No Easy Task for a Business Owner to Keep the Melting Pot From Boiling OverStudents should write a two page evaluation (12 point font, double spaced) and discussion of the author’s methods for handling cultural diversities. They should comment on whether they agree or disagree and provide an explanation,In addition, students should suggest alternate methods using the information they have learned.Rubric:1-3 Less than satisfactory4-6 Satisfactory7-9 More than satisfactoryCategoryScoreExplained the author’s methodsProvided an explanation for agreeing/disagreeingSuggested and explained alternative methodsProper grammar/spellingTotal score /36 ................
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