Students will be able to: describe standards of service and the function of human resources in the hospitality industry; display an understanding of hospitality terminology; define and categorize hotel/restaurant organization and hotel segmentation; identify various career paths and opportunities within the hospitality industry; demonstrate effective communication skills; handle guest complaints; explain fee and pricing categories; provide guest information services (concierge service); describe functions of the marketing department and elements of marketing strategies; describe the products and amenities of hotels; target the market audience; describe the concept of supply and demand; describe the importance of suggestive selling and upgrading; prepare and promote sales, including banquet and group sales; demonstrate knowledge of safety regulations as required in the hospitality industry, including OSHA regulations; demonstrate appropriate personal hygiene; maintain guest and employee security procedures; describe and process financial transactions; describe night audit procedures; operate POS (point of sale) system and/or cash register; demonstrate knowledge of travel/tourism-related geography; accommodate different needs of travelers; demonstrate the use of technology in the travel industry; describe rights of management, staff, and guests; describe hospitality industry-related legal responsibilities and issues, including ADA; identify various room types; describe, interpret, and maintain housekeeping and room status records; explain procedures for health, safety, and sanitation; describe guest room cleaning and laundry procedures; identify front office terminology; explain functions of the reservations department; describe and operate electronic communication systems; describe the function of forecasting; calculate payroll and employee schedules; identify and perform front office responsibilities; Iientify leadership qualities to improve the quality of work and the work environment; and work effectively in a team environment to improve the quality of work and the work environment. Performance Component: Folio and Form Completion (17%); Customer Relations and Role Play (27%); Pricing Menu Items (18%); Complete a Banquet Event Order Contract Form (27%); and Set up Continental Breakfast Buffet Table (11%).