Common Planner
K–12 Standards

Lodging Management I: Grades 10, 11, 12

Other Arkansas CTE sets

Organization & Structure

  • 1.1

    Define terminology

    1. 1.

      Prepare a list of terms with definitions1.1.1

  • 1.2

    Define and identify types of lodging properties

    1. 1.

      Discuss aspects of each type of lodging property1.2.1

  • 1.3

    Identify the differences in levels of guest service provided by each class of lodging property

    1. 1.

      List amenities offered by each property1.3.1

  • 1.4

    Explain lodging property ownership and affiliation

    1. 1.

      List types of ownership1.4.1

  • 1.5

    Identify the differences in levels of service provided by each class of lodging property

    1. 1.

      Examine different levels of service1.5.1

  • 1.6

    Create an organization chart for a lodging property

    1. 1.

      Create a chart that lists hotel divisions and departments1.6.1

  • 1.7

    Classify functional areas of a lodging property by review or support centers

    1. 1.

      Diagram the functional areas of a lodging property by revenue or support centers1.7.1

  • 1.8

    Explain the functions of each division and department at a lodging property

    1. 1.

      Identify functions of each department1.8.1

Guest Services

  • 2.1

    Define terminology

    1. 1.

      Prepare a list of terms with definitions2.1.1

  • 2.2

    Identify the elements of guest service categories

    1. 1.

      Contrast types of guest services2.2.1

  • 2.3

    Distinguish between marketing tangible products and intangible products to guest

    1. 1.

      Identify tangible and intangible guest products2.3.1

  • 2.4

    Describe the concerns of maintaining quality control in relation to guest services

    1. 1.

      Explain the involvement of customers in service2.4.1

    2. 2.

      Set guest services standards for a lodging property2.4.2

  • 2.5

    Distinguish between controlling inventory and controlling guest demand

    1. 1.

      Discuss real inventory and guest demand2.5.1

  • 2.6

    Analyze time distribution channels in service

    1. 1.

      Explain the concept of on time and when they want it2.6.1

  • 2.7

    Explain the role of strategic planning in guest service

    1. 1.

      Demonstrate the need for long term planning2.7.1

  • 2.8

    Create a flow chart showing the steps needed in a strategic plan for guest services

    1. 1.

      Perform a SWOT analysis2.8.1

  • 2.9

    Describe safe methods for lifting moving, and carrying items

    1. 1.

      Demonstrate guidelines2.9.1

Lodging Safety

  • 3.1

    Define terminology

    1. 1.

      Prepare a list of terms with definitions3.1.1

  • 3.2

    Discuss job safety

    1. 1.

      Discuss appropriate procedures to maintain a safe workplace3.2.1

  • 3.3

    List safety equipment used in handling chemicals

    1. 1.

      Discuss how to purchase, store, and wear protective gear3.3.1

  • 3.4

    List the five steps needed to comply with the HazComm standard

    1. 1.

      Access OSHA3.4.1

  • 3.5

    Describe the role of the front office in security

    1. 1.

      Explain key control measures in protecting a guest3.5.1

    2. 2.

      Describe how to protect hotel funds3.5.2

    3. 3.

      Summarize control access to safe deposit box and limited liability3.5.3

  • 3.6

    Identify suspicious activities

    1. 1.

      Discuss suspicious activities3.6.1

  • 3.7

    Identify emergency responses

    1. 1.

      Describe procedures for handling fires and power outages3.7.1

    2. 2.

      Identify how to handle elevator malfunctions, weather emergencies, civil unrest, employee or guest death3.7.2

Communicating with Guests

  • 4.1

    Define terminology

    1. 1.

      Prepare a list of terms with definitions4.1.1

  • 4.2

    Outline the stages in the guest cycle

    1. 1.

      Complete the events that occur during the guest's preapproval, arrival, occupancy and departure stages4.2.1

  • 4.3

    Discuss the importance of protecting a guest's right to privacy

    1. 1.

      Discuss guest legal rights4.3.1

  • 4.4

    Discuss log books and tell about materials covered

    1. 1.

      Classify the importance of good communication skills in front office positions4.4.1

  • 4.5

    Discuss an information directory

    1. 1.

      Explain items listed in an information directory4.5.1

  • 4.6

    Discuss a split folio and master folio

    1. 1.

      Compare and contrast the split folio and master folio4.6.1

  • 4.7

    List types of equipment and supplies loaned to guests and identify property policies for those items

    1. 1.

      Discuss policies governing lending equipment and supplies to guest4.7.1

  • 4.8

    Demonstrate proper handling of guest mail and packages

    1. 1.

      Discuss procedures used in handling guest mail and packages4.8.1

  • 4.9

    Identify special needs guests and explain roles and responsibilities of the staff

    1. 1.

      Explain special needs requested by guest4.9.1

    2. 2.

      Identify departments responsible for addressing guest special needs4.9.2

  • 4.10

    Categorize the types of guest complaints

    1. 1.

      Compare and contrast various types of guest complaints4.10.1

  • 4.11

    Identify policies on handling guest complaints

    1. 1.

      List guidelines used in handling guest complaints4.11.1

  • 4.12

    Discuss follow-up procedures for guest complaints

    1. 1.

      List procedures developed to follow-up guest complaints4.12.1

    2. 2.

      Distinguish communication mode used to respond to guest complaints4.12.2

  • 4.13

    Discuss the differences of direct dial calling, operated assisted calling and for premium price calling by the guest

    1. 1.

      Compare types of long distance calls available to guests4.13.1

  • 4.14

    Outline the functions of the PBX system

    1. 1.

      Discuss use of the PBX system4.14.1

  • 4.15

    Define a Call Accounting System (CAS)

    1. 1.

      Discuss benefits of CAS4.15.1

  • 4.16

    List types of phones and discuss their usual locations

    1. 1.

      Create an outline to illustrate placement of phones4.16.1

  • 4.17

    Discuss how hotels take and deliver faxes and messages to their guests

    1. 1.

      Demonstrate wake up calls, voice mail, and e-mail for hotel guests4.17.1

  • 4.18

    Tell why hotels offer TDD technology to their guests

    1. 1.

      Examine requirements of Americans with Disabilities Act4.18.1

Reservations & Registration

  • 5.1

    Define terminology

    1. 1.

      Prepare a list of terms with definitions5.1.1

  • 5.2

    Discuss the various types of reservations

    1. 1.

      Classify the factors of a binding agreement between the lodging property and a potential guest5.2.1

  • 5.3

    Describe a global distribution system

    1. 1.

      List the different types of global distribution systems5.3.1

  • 5.4

    List the ways properties directly receive reservations

    1. 1.

      Discuss methods used to make direct reservations in the lodging industry5.4.1

  • 5.5

    Describe how a reservation is made over the Internet

    1. 1.

      Explore Internet usage for making lodging reservations5.5.1

  • 5.6

    Contrast affiliate and non-affiliate reservations office

    1. 1.

      Analyze the differences between an affiliate and non-affiliate reservations5.6.1

  • 5.7

    List the functions of a Central Reservation Office (CRO)

    1. 1.

      Discuss the goals of a CRO5.7.1

  • 5.8

    Identify information needed for forecasting occupancy rates

    1. 1.

      Discuss the need for forecasting occupancy rates5.8.1

  • 5.9

    Calculates percentages of no-shows, walk-in, overstays and understays

    1. 1.

      Perform calculations to obtain percentages of no-shows, walk-ins, overstays and understays5.9.1

  • 5.10

    Describe the need for three-day and ten-day forecasts

    1. 1.

      Discuss information needed for forecasting length of stays5.10.1

  • 5.11

    Identify the functions and purposes of pre-registration

    1. 1.

      Demonstrate the use of guest registration cards5.11.1

    2. 2.

      Illustrate the flow of registration information throughout the lodging property5.11.2

  • 5.12

    Tell when a room is available for sale and how to communicate room status reports

    1. 1.

      Discuss the elements of an occupancy report5.12.1

  • 5.13

    List and interpret rate schedules and special room rates

    1. 1.

      Examine different rates and schedules assigned to rooms5.13.1

  • 5.14

    Describe procedures used when turning guests away and referring guests to another hotel

    1. 1.

      Discuss the correct procedure used in referring guests to other lodging5.14.1

  • 5.15

    Describe complete registration procedures

    1. 1.

      Show various forms of payment accepted5.15.1

    2. 2.

      Demonstrate property policies on issuing room keys5.15.2

  • 5.16

    Identify features of the guest accounting module of the computer system

    1. 1.

      Classify individual, master, non-guest, employee, central, semi-permanent, and permanent folios5.16.1

Settlement & the Front Office Audit

  • 6.1

    Define terminology

    1. 1.

      Prepare a list of terms with definitions6.1.1

  • 6.2

    Describe the check-out procedure

    1. 1.

      Discuss a guest history file6.2.1

    2. 2.

      Complete a list of departure procedures6.2.2

  • 6.3

    Discuss procedures for settling accounts

    1. 1.

      Examine procedures for credit card settlements and direct billing6.3.1

  • 6.4

    Describe check-out options

    1. 1.

      Relate why hotels charge late check-out fees6.4.1

    2. 2.

      Relate how to use express check-out fees6.4.2

  • 6.5

    List steps involved in internal control

    1. 1.

      Analyze factors involved in performing internal control6.5.1

  • 6.6

    Describe procedures used in establishing cash banks

    1. 1.

      Examine procedure involved in establishing cash banks6.6.1

  • 6.7

    Tell why hotels audit financial records

    1. 1.

      Explain the need for an audit of a hotel's financial records6.7.1

  • 6.8

    Tabulate occupancy ratios

    1. 1.

      Perform steps used in tabulating occupancy ratios6.8.1

  • 6.9

    Describe rooms division budget report

    1. 1.

      Discuss the need for devising a rooms division budget report6.9.1

  • 6.10

    Identify the functions of the front office audit

    1. 1.

      List function used in a front office audit6.10.1

  • 6.11

    Examine room status discrepancies

    1. 1.

      Explain the need for verification of room discrepancies6.11.1

  • 6.12

    Identify no-show reservations

    1. 1.

      Explain methods used in identifying no-show reservations6.12.1

  • 6.13

    Describe how to post room rates and taxes

    1. 1.

      Demonstrate how to prepare required reports6.13.1

    2. 2.

      Relate how to prepare a cash deposit6.13.2

    3. 3.

      Relate how to back up the system6.13.3

    4. 4.

      Discuss the need to distribute reports6.13.4

Housekeeping Management, Part 1

  • 7.1

    Define terminology

    1. 1.

      Prepare a list of terms with definitions7.1.1

  • 7.2

    Identify typical cleaning responsibilities for the housekeeping department

    1. 1.

      Discuss the importance of employees to practice cleanliness habits and be attentive to appearance in lodging facilities7.2.1

  • 7.3

    Show the inventory list of work to be performed

    1. 1.

      Create inventory list7.3.1

  • 7.4

    Describe a frequency schedule

    1. 1.

      Discuss the need for a frequency schedule7.4.1

  • 7.5

    Describe the need to implement productivity standards

    1. 1.

      Discuss the main objective in implementing productivity standards7.5.1

  • 7.6

    Describe the difference between fixed and variable staff positions

    1. 1.

      Complete staffing guide for room attendants7.6.1

    2. 2.

      Complete staffing guide for other housekeeping positions7.6.2

    3. 3.

      Complete staffing guide for other positions7.6.3

  • 7.7

    Identify alternative scheduling techniques

    1. 1.

      Distinguish the differences between part-time and flexible hours7.7.1

  • 7.8

    Describe how the carpet's face affects its durability

    1. 1.

      Discuss the need for the various carpet density7.8.1

  • 7.9

    Identify the types of primary backing

    1. 1.

      Discuss the various types of carpet backing7.9.1

  • 7.10

    Describe potential carpet problems and how they may be corrected

    1. 1.

      Examine cleaning remedies for carpets7.10.1

  • 7.11

    Describe how routine inspections are part of a carpet and floor care program

    1. 1.

      Relate how preventative and routine maintenance prolong the life of carpets7.11.1

  • 7.12

    Identify proper vacuuming

    1. 1.

      Discuss when to use dry cleaning powder7.12.1

    2. 2.

      Discuss when to use dry foam cleaning7.12.2

  • 7.13

    Describe use of rotary shampoo equipment

    1. 1.

      Discuss the cleaning procedure followed when cleaning carpet7.13.1

  • 7.14

    Describe water extraction techniques

    1. 1.

      Discuss the need for water extraction techniques when cleaning carpets7.14.1

Housekeeping Management, Part 2

  • 8.1

    Define terminology

    1. 1.

      Prepare a list of terms with definitions8.1.1

  • 8.2

    Identify the difference between recycled and non-recycled inventory

    1. 1.

      Differentiate between recycled and non-recycled inventory8.2.1

  • 8.3

    Show how inventory is calculated

    1. 1.

      Calculate an inventory record8.3.1

  • 8.4

    Describe inventory levels for cleaning supplies

    1. 1.

      Explain the need for varying levels of cleaning supplies8.4.1

  • 8.5

    Identify types of linens

    1. 1.

      Apply establishing par levels for linens8.5.1

  • 8.6

    Describe procedures for effective inventory control of linens

    1. 1.

      Complete a physical inventory of linens8.6.1

  • 8.7

    Describe the purchasing responsibilities of the executive housekeeper

    1. 1.

      Design and explain the parts of a purchase order8.7.1

  • 8.8

    Identify factors to consider when determining size of annual linen purchases

    1. 1.

      Examine the quality of linens and their long-term costs8.8.1

  • 8.9

    Examine linen purchases as they are received

    1. 1.

      Discuss the need for perpetual inventories8.9.1

  • 8.10

    Identify guestroom cleaning supplies

    1. 1.

      Illustrate the complete stocking of a cart8.10.1

  • 8.11

    Show a room status report

    1. 1.

      Complete a room assignment sheet8.11.1

  • 8.12

    Identify cleaning procedures

    1. 1.

      Demonstrate cleaning tasks8.12.1

  • 8.13

    Describe why guestrooms are inspected

    1. 1.

      Illustrate a room inspection report8.13.1

  • 8.14

    Describe the characteristics of various fabrics used in the lodging industry

    1. 1.

      Classify fabrics into various categories8.14.1

  • 8.15

    Describe the flow of the laundry cycle

    1. 1.

      Illustrate the flow of laundry through On-Premises Laundry (OPL)8.15.1

  • 8.16

    Identify the importance of water as a chemical

    1. 1.

      Examine types of detergents and bleaches and their composition8.16.1

  • 8.17

    Describe the washing machines used by hotels

    1. 1.

      Discuss the capabilities needed in the washers used at hotels8.17.1

  • 8.18

    Identify types of drying machines used in hotels

    1. 1.

      Research OSHA regulations on the Internet8.18.1

  • 8.19

    Describe how steam cabinets and tunnels work

    1. 1.

      List pros and cons of steam cabinets8.19.1

  • 8.20

    Define functions of flatworks, irons, and pressing machines

    1. 1.

      Discuss efficient use of flatworks, irons, and pressing machines8.20.1

  • 8.21

    Describe how rolling and holding equipment is used for handling linen

    1. 1.

      Explain guidelines of equipment usage8.21.1

Careers in Lodging Management

  • 9.1

    Define terminology

    1. 1.

      Prepare a list of terms with definitions9.1.1

  • 9.2

    List skill and managerial level positions in the lodging industry on charts

    1. 1.

      Discuss educational requirements for various skills and managerial level positions in the lodging industry9.2.1

  • 9.3

    List the career opportunities available for the lodging and food service industry

    1. 1.

      Research the Internet to locate examples of career opportunities in the lodging and food service industry9.3.1

  • 9.4

    List career opportunities available with clubs, airlines, cruise lines and travel agencies

    1. 1.

      Discuss availability of jobs with clubs, airlines, cruise lines and travel agencies9.4.1

  • 9.5

    Identify a career ladder for the lodging industry

    1. 1.

      Complete an application and a letter of application9.5.1

    2. 2.

      Complete a resume9.5.2

    3. 3.

      Complete a mock interview9.5.3

    4. 4.

      Compile a career portfolio9.5.4

Frequently asked questions

What grade levels do these standards cover?
Grade 10, Grade 11, and Grade 12
When were these standards adopted?
2006
Where can I read the official document?
Lodging Management I

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