curriculum validation - program renewal 2005 hospitality...
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Curriculum Validation - Program Renewal 2005
Hospitality and Tourism Management Program
Hospitality and Tourism Management Program Curriculum Validation
Final Report November 2005
Acknowledgements
The Hospitality and Tourism Management Program at Red River College wishes to express its appreciation for the support and commitment shown throughout this
Curriculum Validation Process by the following:
Representatives from the community: Dale Yuel Ryan Suffron Linda Hunter Cherry Ann Chandler Michele Kading Angela Drieger Melinda Wollmann Laurenda Madill Pat Bednarski Subash Bahl Glenda Peterson Dorothy Burrell Larone Reid Lana D. Cowling-Mason Terri Lee Farber Kathy Dunbar Leanne Smith Ted Charles Nicole Rebeck Rommel Delos Reyes Ken Peter Analiza Marn
Faculty: Barbara Hogue Cynthia Lone Laurie Slater George Siemens Karen McDonald Stephen Yurkiw Nicole Breton Joan Rew Dale Allardyce
Program management: Dave Williamson David Rew John Reimers Curriculum Consultant: Gene Semchych Curriculum Validation – Program Renewal Project Facilitator: Ann Pedersen
Table of Contents
Introduction:................................................................................................................. 1 Curriculum Validation Deliverables: ............................................................................. 1 Outcomes from the Deliverables:................................................................................. 1
1. Environmental Scan and Key Findings (Appendix A)........................................ 1 2. Industry Occupational Analysis (DACUM) Charts (Appendix B) ....................... 4 3. Graduate Skills and Abilities Chart (Appendix C).............................................. 5 4. Graduate Profile (Appendix D) ......................................................................... 6 5. Program renewal Plan ...................................................................................... 6 6. 5-Year Program Renewal Program in Gantt Chart Format (Appendix F).......... 8
Appendix A - Environmental Scan and Key Findings.................................................... i Appendix B – Industry Occupational Analysis (DACUM) Charts ............................... xiii Appendix C – Graduate Skills and Abilities Chart .................................................. xxviii Appendix D – Graduate Profile ...................................................................................lxi Appendix E – Program Renewal Plan........................................................................ lxii Appendix F – 5 –Year Program Renewal Plan in Gantt format................................. lxiii
Hospitality and Tourism Management Program Curriculum Validation Final Report
Introduction: Hospitality and Tourism Management is a two-year (24 consecutive months) diploma program with a September entry date. Students register into a common first year and, prior to entering second year, select either the Hotel or Restaurant Management major or the Tourism Management major. The common first year provides a mix of general business courses as well as tourism and hospitality specific courses. This is intended to provide exposure to various aspects of the Hospitality/Tourism industry before selecting a second year major in either Hotel and Restaurant Management or Tourism Management.
Curriculum Validation Deliverables: The Hospitality and Tourism Management Curriculum Validation process involved 7 interrelated deliverables:
1. Environmental Scan and Analysis of the key findings of similar programs across Canada.
2. Three Industry Occupational Analysis (DACUM) including Restaurant, Hotel, and Tourism occupations.
3. Graduate Skills and Abilities Chart 4. Graduate Profile 5. Program Renewal Plan 6. A 5-year Program Renewal Plan in Gannt Chart format 7. Final Report
Outcomes from the Deliverables:
1. Environmental Scan and Key Findings (Appendix A) The Environmental Scan provides the faculty and chair with information about similar programs that are offered in Colleges and Universities locally and nationally. The following institutions were scanned during the Hospitality and Tourism Management Curriculum Validation – Program Renewal project. The information was gathered through web sites, email and telephone contact by the Curriculum Validation Facilitator.
• College of the North Atlantic – Newfoundland • Fanshawe College – Ontario • George Brown College – Ontario • Holland College/ATHI – Prince Edward Island
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• Humber College - Ontario • Malaspina University-College – British Columbia • Niagra College - Ontario • North Island College – British Columbia • Northern Alberta Institute of Technology – Alberta • Nova Scotia Community College – Nova Scotia • Southern Alberta Institute of Technology – Alberta • Saskatchewan Institute of Applied Science & Technology
(Kelsey Campus) – Saskatchewan • Vancouver Community College – British Columbia • Yukon College – Yukon Territory
Key findings from the Environmental Scan A comparison of the Red River College Hospitality and Tourism Management Program with the 14 programs scanned indicates that:
• Entrance requirements of scanned programs are similar to requirements of the RRC program.
• Tuition costs vary widely among programs. • Red River College would appear to be the only college that has laptop based
programming in Hospitality and Tourism Management instruction. • All programs are challenged in their ability to attract students who are
motivated to study and become successful in their industry. • None of the Hospitality, Hotel and Restaurant or Tourism programs surveyed
offer geography related courses of any kind. The Red River Programs appears to be unique in the offering of geography related courses
Analysis
Intake Intakes at the 14 scanned colleges are quite similar with all listing September, except one that lists August. In addition, 7 colleges also have a January intake. One program, at Malaspina College, is 28 months in length, whereas the remaining 13 are 2 years or 24 months long.
Entrance Requirements Most colleges in Canada require a grade 12 or equivalent status in their respective provinces or regions. One college, Northern Alberta Institute of Technology requires a Grade 11 or equivalent, however recommends a high school diploma.
Selection process A few colleges have identified processes that assist them in selecting students who will be motivated to learn about the hospitality and tourism field as a career.
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Tuition Tuition costs vary widely. The fees range from a low of $2402 at George Brown College to a high of $8914 for Tourism at SIAST. Some colleges, such as Yukon College and Malaspina University College, charge tuition fees by course credits (not courses) required.
Progression in program Two colleges specifically mention academic achievement in the first year as a condition to proceeding to second year of the program. Southern Alberta Institute of Technology (SAIT) mentions progression in program is based on GPA of 1.7 or better in each semester. Malaspina University College states on their website “In order to continue on into the second year of the program, students must have successfully completed all first year courses with an overall GPA of 4.0 or better. Students who successfully complete all specified first year courses, with an overall GPA of 3.0 or better, may apply for a Certificate in Hotel and Restaurant Operations.”
Use of technology Several colleges are using technology in the form of computer lab usage for assignments, report preparation and testing. Red River College would appear to be the only college that has laptop-based programming.
Coop component Colleges across Canada are quite varied in their approaches to an experiential component of their programs. They use a variety of descriptive words to name these experiential pieces, including externship, paid internship, industry traineeship and co-op. The programs range from voluntary and student arranged to mandatory unpaid internships, through to a potential 11 month (separated by terms) paid internships.
Program challenges A common sentiment expressed by faculty across the country is the challenge of attracting a "quality" student, i.e. students who are motivated to study and become successful in the industry. A few colleges recognize Canadian Academy of Travel and Tourism (CATT) students training and find this is one way of ensuring that motivated students apply. Fanshawe College recommends students take training related courses at the high school level. Holland College has been using television advertisements as a recruitment tool. Vancouver Community College highlights recommended characteristics for working in the industry. Nova Scotia Community College’s website mentions that shift-work and other physical demands are requirements of the industry. In addition, those that have food allergies and sensitivities to environmental conditions are advised that there is “frequent exposure to these substances”.
Separate Facilities A few colleges have upgraded their facilities extensively in recent years. Two colleges have opened separate industry related institutes. Canadore College opened a $2.5 million Hospitality and Tourism Centre approximately 3 years ago. In February 2002,
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Humber College opened the Albert Schnell/Hilton Learning and Catering Centre on campus. The centre “includes an upscale casual restaurant, 2 modern kitchens (one cold and one hot), a leading-edge mobile kitchen unit, and a retail store”.
Variety of Course Offerings The tourism field encompasses eight sectors, and as such allows for a wide variety of training options. The variety of course offerings were largely confined to the Tourism programs and not the Hotel, Restaurant or Hospitality programs. The 2 year Tourism Mgmt program at SIAST focuses much of its 2nd year on Outdoor, Ecology, Ecotourism, Sustainability, Leadership and Guiding, Fall Camp and Winter Camp and Tour Development courses. The 1st year includes some courses of note: Services for the Disabled, Community Development, Wellness and Lifestyles, Social and Lifespan Psychology, Special Needs Foundations, and Program Planning. Some new courses were identified at Humber College including: Starting Your Own Business, Wine and Food Pairing, Hotel Revenue Management, Hospitality Law and Risk Management and an online Management Simulation. The College of the North Atlantic offers a 2 year Adventure Tourism - Outdoor Recreation diploma program with courses that are geared specifically to outdoor enthusiasts, including courses on Wilderness Medicine, Wilderness Survival and Ornithology to name a few of the more unique offerings. It is notable that none of the Hospitality, Hotel and Restaurant or Tourism programs surveyed offer geography related courses of any kind.
2. Industry Occupational Analysis (DACUM) Charts (Appendix B) The Industry Occupational Analysis using the DACUM process is a familiar component of the curriculum development process at Red River College and provides the program with a description of regional occupational needs. Included in the process is the identification of emerging and retiring industry trends. Three DACUM occupational analysis were conducted as part of the Hospitality and Tourism Management Program Curriculum Validation – Program Renewal project.
1. The Hotel DACUM workshop was held on January 26, 2005 with 5 industry participants.
2. The Tourism DACUM workshop was held on February 8 and February 15, 2005 with 8 industry participants.
3. The restaurant DACUM workshop was held on February 22 and March 1, 2005 with 9 industry participants
. Participants in the three DACUM workshops identified similar emerging and retiring trend within their industry.
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Emerging Industry Trends Retiring Industry Trends
• Serving the traveling person is becoming more challenging (increased stress-levels of travelers)
• Employees must do more problem-solving
• Customers have greater technology related needs that must be met (e.g. laptops, connectivity, communication technology)
• Industry workers must be more flexible and global minded
• Industry must be more accountable to both clients and shareholders
• Rising Canadian dollar is making the industry more competitive
• Increased emphasis on safety • Changing demographics mean
changing markets • More web-based marketing • More discount marketing • More partnering • Education and training of workers • Better educated clientele (more
demanding) • More unions entering business; labour
standards changing
• Moving away from employees who do one thing to being able to "fit" where needed
• Less room for unskilled workers in the industry
• Industry less able to rely on minimum wage positions
• Cannot survive with a small business mentality
• Less trade show marketing • Less staffing (do more with less) • Fewer work-your-way up managers • Less hiring of "off-the-street" workers • Long-term workers decreasing in
numbers
3. Graduate Skills and Abilities Chart (Appendix C) The faculty Graduate Skills and Abilities workshops were conducted to identify a composite graduate profile for all graduates of the Electrical program. This workshop was held on May 17 and24, 2005. The outcome of these workshops was a single, composite chart that outlines the graduate skills and abilities. The chart is an integration of:
1. Competencies identified in the three Industry Occupational Analysis (DACUM) Charts,
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2. College Wide Learning Outcomes (CWLOs), and
3. Resulting revisions to the chart based on faculty’s assessment of what would
constitute realistic learning expectations of students in the program. This Skills and Abilities chart serves as the focus for curriculum renewal and the basis for the development of Graduate Profile.
4. Graduate Profile (Appendix D) Through the use of the Graduate Skills and Abilities Chart, the Graduate Profile Outcome statements were developed by the Curriculum Validation Facilitator and the Curriculum Consultant with faculty at a workshop on May 24, 2005. The Hospitality and Tourism Management Graduate Profile includes 11 major outcomes successful students must achieve in the program. The Hospitality and Tourism Management graduate:
• Demonstrates industry specific skills to manage and operate a hotel, restaurant or tourism business.
• Demonstrates effective administrative skills to plan strategically and comply with legislation.
• Sells and markets hospitality and tourism products and services to meet the needs of customers, businesses, and stakeholders.
• Demonstrates effective use of various technology and information systems. • Provides customer service while displaying a high level of professionalism to
exceed expectations, and solve problems. • Communicates using written, oral, and non-verbal communication skills to
achieve personal and business goals. • Demonstrates a positive professional attitude, leadership skills, and commitment
to the industry, maintaining high standards of practice through life-long learning. • Solves problems in a broad range of situations by thinking critically and adapting
to new circumstances. • Manages human resources in accordance with industry standards and practices. • Applies basic financial knowledge in planning, analyzing and decision making to
achieve organizational goals. • Works safely, following government and industry guidelines, regulations, and
standards.
5. Program renewal Plan The program renewal plan is the result translating the preceding four deliverables into a coherent plan for the renewal of the program. The plan, complete with a vision, goals and actions was developed at a Faculty Visioning Session with participation of the Program Chair.
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Visionary Goals On May 24, 2005, a visioning workshop was held with the Hospitality and Tourism Management Program faculty and chair. Information from previous deliverables (Environmental Scan, Industry DACUMs, Graduate Skills and Abilities Chart, and Graduate Profile) were used to develop visionary goals for the program and to identify objectives for renewal. The faculty and chair identified the following visionary goals that must be pursued if the program is to remain relevant and current as well as continuing to improve.
• To foster staff development to ensure that curriculum is current with industry standards and trends and is delivered using current instructional processes and learning methods.
• To demonstrate continued commitment to delivering industry curriculum with
flexibility and innovation to traditional and non-traditional learners.
• To reduce attrition through improved departmental and instructor relationships with students.
• To improve student satisfaction with the cooperative education experience
through career goal counseling and ensuring diversity of quality cooperative placements.
• To increase targeted marketing to students in Manitoba and beyond who are
seeking a career in the hospitality and tourism industry.
• To secure and allocate resources to address the needs of learners and instructors.
• To form life long relationships with learners by providing opportunities for
continued career growth through articulation agreements and the creation of an alumni community.
Program Renewal Objectives In order to achieve the above stated goals, the following 5 objectives were established to guide program renewal over the next 3 – 5 year period.
1. To review, revise and re-align curriculum offerings. 2. To expand distance delivery (alternative delivery) during intersession in order to
increase flexible access to courses for students on Co-op placement. 3. To promote faculty excellence. 4. To implement a focused student recruitment and program marketing strategy. 5. To upgrade facilities, equipment, and all training resources on a continual basis.
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6. 5-Year Program Renewal Program in Gantt Chart Format (Appendix F)
The Program Renewal Plan is based on the 5 renewal objectives listed above. It contains 15 planned renewal activities scheduled over the next 5 –year period. The detailed plan is provided in Appendix F of this report.
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Environmental Scan
Appendix A - Environmental Scan and Key Findings College College of
the North Atlantic Cornerbrook NL
Fanshawe College London, Ontario
George Brown College Toronto
Holland College/ ATHI Charlottetown
Humber College, Toronto
Malaspina University-College
Niagara College Welland, ON Prog Coord HRM
Size of Program
Credential Issued Certificate Diploma Degree Applied Degree Other
• 2 year Adventure Tourism - Outdoor Recreation Diploma
• 2 year Diplomas: 1)Food &
Beverage Manage-ment
2)Hotel Manage-ment
• 4, 2 year Diploma programs:
1) Food & BeverageManage-ment
2)Hotel Manage-ment
3)Hospitality Tourism & Leisure
4)Special Events Planning - Destination Tourism
Also offer 5 different Hospitality 1-yr certificate programs: 1)Event & Marketing Manage-ment
2)Front Office 3)Hospitality 4)House-keeping
5)Tour Guide – Profes-sional
Also offer advanced programs: 1)Food & Nutrition Manage-ment
2)Advanced Wines & Bev
Management 3)Bachelor of Applied Business: Hosp Ops Manage-ment
• 2 year Diplomas:
1)Hotel & Rest Management OR
2)Tourism & Travel
Management (has 2 streams) -
3)Travel Services & Tourism Operations
OR 4)Events
Manage-ment
• 2 year Diploma programs:
1)Hotel & Restaurant Management
2)Tourism & Hospitality Business Operations
• 2-yr Diplomas:
1)Hospitality Manage-ment
2)Tourism Manage-ment
• 2 yr diplomas: 1) Hotel & Restaurant Mgmt 2) Tourism Marketing & Operations
• 1 yr Graduate certificates: 1) Event Management 2) Hotel Mgmt Systems 3) Tourism Development
• 4 yr Bachelor of Applied Business (lospitality Operations Mgmt)
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Environmental Scan
North Island College Campbell River, BC
Northern Alberta Institute of Technology Edmonton, AB
Nova Scotia Community College Lunenberg
Southern Alberta Institute of Technology Calgary,
SIAST Saskatoon SK
Vancouver Community College
Yukon College Whitehorse, Yukon
• 2 yr Tourism & Hospitality Management diploma
• Also offer Certificates:
•1 yr Food & Beverage Mgmt
•5 month Coastal Adventure Tsm •Aviation Tsm (4 semesters)
• 2 yr Hospitality Mgmt diploma
• 2 yr Tourism & Hospitality Management Diploma
• 2-yr Hotel & Restaurant Management Diploma
• 2-yr Diplomas: 1) Hotel &
Restaurant Administration
2) Tourism Management
1-yr certificate: • Ecotourism
• 2-yr Hospitality Management Diploma
• 2-yr Tourism Studies & Management Diploma
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Environmental Scan College College of
the North Atlantic Cornerbrook, NL
Fanshawe College London, Ontario, ONl
George Brown College Toronto, ON
Holland College/ATHI Charlottetown PE
Humber College, Toronto, ON
Malaspina University-College Nanaimo, BC
Niagara College Welland, ON
Program features Length Division of Academic Year Entrance requirements Selection Process Graduation Process Tuition
Intake: • September • Admission
Requirements: High School with 60% avg in Language & Science OR
• Mature Student
OR equivalent
Intake: • Food &
Beverage program - September & January
• Hotel Manage-ment program - September & January
• Entrance Req: Ont Sec School Diploma or equivalent (must include Grade 12 English & at least Grade 11 Math). It is recommended that potential students have specific courses in high school as well (Hospitality, Entrepreneurial Studies, Information Tech Applic in Business, Financial AScctg, Business Communic & Int'l language). Applicants must be at least 18 by year 2 for LLBO regulations. Selection: preference to residents of ON, application by Feb 1 & academic achieve-ment
Intakes • September,
January • Adm Req for
certificate & diploma programs: Min. requirement for a diploma program is Ontario Secondary School Diploma or equivalent from within N. America
• Tuition Fees: diploma programs vary from $2402 to $2726 with additional textbook costs varying from $500 to $900
2-year • September
intake • Grade 12 or
equivalent; ability to perform physically challenging tasks; typed resume outlining previous work experience and additional education
• Tuition Fees: $3500 per year plus books. Additional $1500 for mandatory study tour
Intake: • Hotel -
September & January
• Tourism – January
• Adm Req: ON Sec School Diploma or equivalent & admission test
• Selection based on academic achievement
• Tuition: $4500 plus $300 per semester for books. - Tourism
program: $240 for certifications;
- Hotel program: $240 for uniforms & kitchen tools plus one-time lab fee $120.
Intake: • September. • Program is
28 months in length. Applications accepted after Nov 15, with priority admission given to students applying prior to March 31. Adm Req: English 12 and Math 11 with minimum C+ grade or equivalent. Some prior experience in the hospitality industry is recommended.
• Assessment testing is conducted in computer applications.
• Interview also conducted.
• Tuition: $8373 plus $452 per work term in addition to $1400 for books.
Intakes (Sep, Jan) Adm Req: Ontario Secondary School Diploma or equivalent. Selection & Ranking process: prior academic performance in required courses using the most senior final grade level available at the time of selection (may mean Gr 11 grades). Testing or other supplementary evaluation may be required. College, Univ, Univ/College credits will be given an additional 10 grade pts, compared to open or workplace level courses.
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North Island College Campbell River, BC
Northern Alberta Institute of Technology Edmonton, AB
Nova Scotia Community College Lunenberg Campus
Southern Alberta Institute of Technology Calgary, AB
SIAST Saskatoon SK,
Vancouver Community College
Yukon College Whitehorse, Yukon
• 2 year diploma
• Intakes (Sep, Jan)
• 16 week semesters
• Adm Req: Gr 11 Math & Eng, however, a high school diploma is recommended
• Tuition Fees: $2500 per semester plus $385 - 460 books & supplies and $53.50 e-learning fee per semester
• Intake : Sep Admission Requirements: • High School
diploma or equivalent
• Intakes: Sep & Jan
• Adm Req: Alberta High School Diploma or equivalent with at least 50% in Math 30 & English 30. If there are more applicants than available seats, acceptance will be based on academic achievement in Grade 12 Math and English
• Progression in program is based on grade point avg of 1.7 or better in each semester.
• Graduation: students must achieve a GPA of 1.7 or better to qualify
• Tuition: $7429 plus $2050 books & supplies
• Intake: August • Entrance
Requirements: Grade 12, at least 18 yrs old
• Admission Method: First Qualified = First Admitted
• Tuition: HRA - $5696 plus 1930 books & supplies. Tsm Mgmt - $8914 plus $300 books & supplies
• Intake: Sep & Jan
• Entrance Requirements: Grade 12 or equivalent with a C or better in English and a resume documenting a minimum of 6 months (1,000 hours) of industry-related practical work experience. Letters of acceptance are sent 3 - 4 months prior to program start & students are required to make a first payment at this time to reserve a seat
• Tuition: $5400 plus $3080 for books & supplies
• Intake: Sep • 4 full-time
terms with a compulsory work placement of 12 weeks (450 hours) between year 1 & 2.
• Entrance Req: completion of Toursim Studies & Mgmt Certificate program or equivalent from other institutions
• Graduation: 2 options – 1)Tourism Management (33 credits at diploma level) or 2)Tourism Management: Co-op (36 credits including optional 2nd yr Co-op Work Experience course)
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College College of the North Atlantic Cornerbrook, NL
Fanshawe College London, Ontario, ON
George Brown College Toronto, ON
Holland College/ ATHI Charlottetown,
Humber College, Toronto
Malaspina University-College Nanaimo, BC
Niagara College Welland, ON
Program features (cont’d)
• Tuition: $5781 plus books ($1660 for Hotel & $1210 for F & B)
Curriculum Model Learning Outcomes vs Instructional Objectives vs Competency-Based Experiential Component Unique delivery features (such as use of laptops, distribute learning practices, instructional technology)
• Experiential component: website indicates a Co-op program but no further information available.
• Experiential Component: 7-week industry "externship" is included in the diploma programs
• Experiential Component:
• mandatory term of paid internship in a work environment related to field of study, minimum 500 hours bet'n end of 2st yr & beginning of 2nd yr. 2nd yr students are required to participate in an educational study tour experience which are generally planned to an international destination.
• Experiential component: Hotel program includes an unpaid, 11-week "industry traineeship" or work placement with over 175 participating employers. Students arrange placement with help from an advisor.
• Tourism program includes industry certification in SuperHost, SmartServe, Bar Skills, Food Safety/Sanitation & First Aid. Must complete 450 hours of on-the-job training during the 4 semesters, and can choose to sample the sectors or sepcialize in one. Students who qualify academically are also offered excursions outside Canada with a hospitality or eco/adventure focus, however these are funded by the student.
• Curriculum follows BC provincial standards
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North Island College Campbell River, BC
Northern Alberta Institute of Technology Edmonton, AB
Nova Scotia Community College Lunenberg
Southern Alberta Institute of Technology Calgary, AB
SIAST Saskatoon SK,
Vancouver Community College
Yukon College Whitehorse, Yukon Y1A 5K4
• Experiential Component: mandatory minimum 330 hours hospitality industry experience in a customer service position between 1st and 2nd year
• Learning Outcomes based
• Experiential Component: 22 week paid coop between year 1 and 2
• Experiential component: mandatory 480 hour paid internship in hospitality industry between 2nd & 3rd semesters
• Tourism students complete 3rd semester at Prince Albert campus, all other semesters at Saskatoon campus
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College College of
the North Atlantic Cornerbrook, NL
Fanshawe College London, Ontario, ON
George Brown College Toronto, ON Canada
Holland College/ATHI Charlottetown PEI
Humber College, Toronto, ON
Malaspina University-College Nanaimo, BC
Niagara College Welland, ON
Curriculum Content Course titles Course hours Syllabus and/or course outlines available
• Year 1 is identical for both programs.
• Year 2 differs by 5 (of 16) courses.
Student Assessment Content theory assessment Skills assessment Assessment practices for any experiential components (practicum, clinical, work experience, coop education)
• Experiential component consists of 2 work terms (up to 11 months of paid work) alternating with in-class terms after completion of year 1. Access to co-op education placements is based on students's GPA (min. 4.0 is required) & their willingness to work as a team member with faculty & co-op education staff to find appropriate placements. The co-op term must be completed prior to continuing with the 2nd yr of program.
Current & Coming Challenges
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North Island College Campbell River, BC
Northern Alberta Institute of Technology Edmonton, AB
Nova Scotia Community College Lunenberg
Southern Alberta Institute of Technology Calgary, AB
SIAST Saskatoon SK,
Vancouver Community College
Yukon College Whitehorse, Yukon
• Curricula has been designed following National Tourism Learning System guidelines to allow transferability between other Canadian Colleges offering similar programs.
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College College of
the North Atlantic Cornerbrook, NL
Fanshawe College London, Ontario
George Brown College Toronto, ON
Holland College/ATHI Charlottetown PEI
Humber College, Toronto, ON
Malaspina University-College Nanaimo, BC
Niagara College Welland, ON
Curriculum Renewal Process frequency
Partnerships Post-Secondary High School Business and Industry Government Union International
• Articulations (2 + 2) with: • Niagara
College • Brock
University • Ryerson
University • Southern
New Hampshire Univ
Other • Personal Equipment: students will be required to obtain quality outdoor clothing & equipment
• Recruitment Advertise-ments on television (Global TV Channel) Dec 2003
• Hotel Mgmt Systems Graduate Certificate is a compulsory laptop program
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North Island College Campbell River, BC
Northern Alberta Institute of Technology Edmonton, AB
Nova Scotia Community College Lunenberg
Southern Alberta Institute of Technology Calgary, Coordinator,
SIAST Saskatoon
Vancouver Community College
Yukon College Whitehorse, Yukon
• Validated yearly with industry, done electronically. Outcomes are pulled off WebCT and sent to 500 - 800 industry reps for validation and return, with a return rate of 20 - 40%
• Articulation: (2 + 2) 1) Univ of Victoria 2)Univ of Calgary 3)Royal Roads Univ 4)Univ College of the Cariboo 5)Malaspina Univ College 6)Univ of Guelph 7)Ryerson Univ 8)Univ of New Brunswick
• Articulation: Graduates with a GPA of 3.0 are eligible for continuation of studies at: 1) U of
Calgary - Faculty of Mgmt
2) U of Lethbridge - Bach of Mgmt
3) U of Victoria - Bach of Commerce
4)U of New Brunswick - Bach of Applied Mgmt in Hosp & Tsm
• Also offer Distance-based courses & Certificates (some transfer to Dilpoma programs, some do not).
• Website emphasizes that shift work is an integral part of occupation as well as other physical
• Students are allowed up to 7 consecutive years to complete the program.
• Year 1 of HRA is "cored" with Year 1 of Food & Nutrition Management program to
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College of
the North Atlantic Cornerbrook, NL
Fanshawe College London, Ontario
George Brown College Toronto, ON
Holland College/ ATHI Charlottetown PE
Humber College, Toronto, ON
Malaspina University-College Nanaimo, BCr
Niagara College Welland, ON
Other cont’d
Cont’d (leased or own ptop). This program includes a Mentorship project which places students in management teams under the guidance of local hotel property managers and act in a consulting role as required by the particular property.Tourism Devlopment Graduate Certificate program includes 5 practical company-sponsored projects and a research project.
Comments • January start students will complete an accelerated spring term, a summer co-op & continue 2nd year with mainstream students in the fall.
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North Island College Campbell River, BC
Northern Alberta Institute of Technology Edmonton, AB
Nova Scotia Community College Lunenberg
Southern Alberta Institute of Technology Calgary,
SIAST Saskatoon
Vancouver Community College
Yukon College Whitehorse, Yukon
Cont’d In addition there are entry-level certificates offered in: Squirrel POS system, Food Safe, Customer Service Excellence, Professional Bar Service, Professional Dining Room Service
Cont’d demands. In addition, exposure to substances such as food allergies & sensitivities to environment are mentioned. included in the program: Certification in the following is included in the program: WHMIS, SuperHost, Responsible Beverage Service, Certified Food Handler (Level 1), Emergency First Aid and CPR (Level A).
Cont’d allow students the opportunity to obtain 2 diplomas in 3 years. Tsm Mgmt program offers some unique courses. Please see attachments for details.
• Hokanson Centre for Culinary Arts is expected to accept students in August 2004 ($5Mill)
• Policy of 1st qualified - 1st admitted (can create some difficulties)
• There are 53 courses listed as compulsory in the HRA program, however they vary from 0.5 to 4.0 credits each. Tourism is similar with 10 fewer courses at 43 with the same variance in credits.
• The website highlights recommended characte-ristics for working in this industry
Appendix B – Industry Occupational Analysis (DACUM) Charts
• Hotel DACUM • Tourism DACUM • Restaurant DACUM
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Hotel DACUM (Hospitality and Tourism Management)
Facilitated by Gene Semchych and Mike Stuhldreier
26-Jan-05DACUM Skill Rating Scale
1 - Can perform some parts of this skill satisfactorily but requires assistance and/or supervision to perform the entire skill. 2 - Can perform this skill satisfactorily but requires periodic assistance and/or supervision.
3 - Can perform this skill competently without assistance or supervision. 4 - Can perform this skill competently without, assistance with more than acceptable quality, and with initiative/adaptability to unique situations.
PRACTICE
ACCOUNTING PRINCIPLES
A
Calculate bills A1
Post changes A2
Balance cash (i.e. float) A3
Convert currencies A4
Process debit and credit card transactions A5
Process online transactions A6
Interpret financial statements and data A7
Identify / Assess variances A8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Manage revenues A9
Balance invoices A10
Identify fraudulent practices / behaviours A11
Create efficiencies A12
Identify inefficiencies A13
Prepare cost / benefit analysis A14
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
BUDGET B
Prepare budget forecasts B1
Prepare budgets B2
Manage budgets B3
Track inventory B4
Identify / Explain inventory trends B5
Manage labour costs B6
Analyze costs B7
Calculate profit margins B8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Practice "Revenue Management" principles B9
Plan for market changes / trends (internal/ external) B10
1 2 3 4 1 2 3 4
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MARKET GUEST
SERVICES C
Describebenefits of available products / services C1
Recall hotel products and services C2
Relate experiences / best practices to others C3
Anticipate client needs C4
Design / employ merchandising strategies C5
Create a comfortable / welcoming environment C6
Solicit / record guest feedback C7
Compose strategic plans C8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Respond to guest feedback C9
Demonstrate a commitment to customer service excellence C10
1 2 3 4 1 2 3 4
SELL D
Describe the value of products / services D1
Up-sell D2
Demonstrateenthusiasm D3
Apply pricing guidelines and procedures D4
Demonstrate confidence D5
Assess customer needs / wants D6
Promote products and services D7
Estimate customer profile D8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
DEMONSTRATE COMMUNICATIO
N SKILLS E
Use correctgrammar E1
Use a friendly tone E2
Demonstrate spelling skills E3
Demonstrate culturally appropriate body language E4
Present a positive / friendly disposition E5
Use language appropriate to audience E6
Employ constructive feedback techniques E7
Use concise language E8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Demonstrate active listening skills E9
Explain / describe instructions / directions E10`
Demonstrate questioning skills E11
Write reports, memos and other hotel related communications E12
Interpret written communication (i.e. Read) E13
Use industry-specific terminology E14
Employ radio / telephone / email etiquette E15
Use manners E16
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate
eye contact E17
Demonstrate empathy E18
Explain / identify community events and services (Ambassador) E19
Manage information E20
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
xv
USE
TECHNOLOGY F
Use a spreadsheet F1
Use a word processor F2
Locate information on the Internet F3
Use e-mail software F4
Use presentation software F5
Solve simple hardware / software problems F6
Use voice-mail technology F7
Explain technology processes to guests (i.e. voice mail) F8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Use reservation software / systems F9
Transfer skills across software / systems F10
Use electronic key card systems F11
Operate in-room systems F12
Use voice communication systems F13
Set-up presentation hardware F14
Use electronic payroll systems F15
Use HR systems F16
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
DEMONSTRATE PROFESSIONAL /
RESPONSIBLE BEHAVIOUR
G
Demonstrateethical behaviour G1
Demonstrate punctuality G2
Apply diversity and inclusion principles G3
Maintain client / guest / employee confidentiality G4
Operate / work within culture of industry G5
Demonstrate teamwork / collaboration skills (Internal/External) G6
Demonstrate a respect for others G7
Apply / follow Code of Conduct G8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Employ Hotel Standards G9
Demonstrate an openness to change G10
Solve problems G11
Adapt to company / chain practices G12
Manage risk G13
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
MANAGE
PHYSICAL PLANT H
Identifyrenovation needs H1
Propose renovation / plan / needs H2
Plan for renovations H3
Manage renovations H4
Practice preventative maintenance H5
Apply government laws and regulations H6
Apply industry standards H7
Create and maintain a safe environment H8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
MANAGE HUMAN RESOURCES
I
Demonstrate acommitment to wellness (self and others) I1
Foster a climate of wellness / safety I2
Multi-task I3
Demonstrate a commitment to life-long learning I4
Plan for staff development I5
Demonstrate adaptability I6
Propose innovative ideas I7
Demonstrate initiative I8
xvi
1 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 2 3 4 1 2 3 4
Manage change I9
1 2 3 4
xvii
TOURISM DACUM
Facilitated by Gene Semchych and Ann Pedersen February 8th and February 15th 2005
DACUM Skill Rating Scale
1 - Can perform some parts of this skill satisfactorily but requires assistance and/or supervision to perform the entire skill. 2 - Can perform this skill satisfactorily but requires periodic assistance and/or supervision.
3 - Can perform this skill competently without assistance or supervision. 4 - Can perform this skill competently without, assistance with more than acceptable quality, and with initiative/adaptability to unique situations.
DEVELOP
MARKETING PLAN
A
Define targetmarket A1
Identify buying behaviour A2
Assess marketing trends A3
Describe the product A4
Interpret customer needs A5
Plan marketing campaign A6
Identify stakeholders A7
Solicit feedback from stakeholders A8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Develop evaluation strategy A9
Apply cost accounting skills A10
1 2 3 4 1 2 3 4
IMPLEMENT MARKETING
PLAN B
Createpromotional materials B1
Distribute promotional materials B2
Evaluate effectiveness B3
Explain campaign to staff and volunteers B4
Develop relationships with media B5
Relate customer needs to management B6
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
USE TECHNOLOGY
C
Apply website maintenance skills C1
Use word processing software C2
Use spreadsheet software C3
Use database software C4
Use e-mail C5
Usepresentation software C6
Use internet C7
Use office technology (fax, copier, phone, scanner etc.) C8
xviii
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Use projectors C9
Operate sound systems C10
Use graphics software C11
Use contact management systems C12
Use geographical information systems (GIS) C13
Use cell phone C14
Use hand-held radios C15
Describe satellite technology C16
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Use web software C17
Use image management software (i.e. Photoshop) C18
Use cameras C19
Apply keyboarding skills C20
Use sales transaction equipment C21
Operate educational science equipment C22
Operate motor vehicles C23
Operate water craft C24
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Assemble and disassemble
displays C25
1 2 3 4
PROVIDE
CUSTOMER SERVICE
D
Demonstratepositive attitude D1
Demonstrate customer greeting skills D2
Evaluate customer satisfaction D3
Assess customer needs D4
Demonstrate a commitment to exceed customer needs D5
Demonstrate attention to detail D6
Demonstrate flexibility D7
Identify and provide resources (maps, brochures, people, services etc. D8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Demonstrate a commitment to follow-through D9
Define customer service D10
Assess and respond to visitor flow D11
Display attentiveness D12
Integrate global view with daily detail D13
Solve problems D14
Advise customers of geographical attractions and events D15
Employ customer security practices D16
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
xix
DEMONSTRATE COMMUNICATIO
N SKILLS E
Apply activelistening skills E1
Apply editing skills E2
Demonstrate a variety of writing skills E3
Apply design and graphics skills E4
Manage conflict E5
Use language appropriate to audience E6
Use industry terminology E7
Use presentation skills E8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Create, describe and work within organizational structure E9
Use non-verbal communication skills E10
Apply dress code E11
Use telephone etiquette E12
Use e-mail etiquette E13
Use fax etiquette E14
Identify audience E15
Define the message E16
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Apply interpretive skills E17
Demonstrate objectivity E18
Integrate organizational goal / values with message E19
Employ a team approach E20
Work independently E21
Manage groups and classrooms E22
Adjust presentation method to audience E23
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
DEMONSTRATE PROFESSIONALI
SM F
Work withinpersonal limitations F1
Demonstrate punctuality F2
Practice personal hygiene and grooming F3
Demonstrate accountability F4
Apply judgement F5
Define and follow policy and procedure F6
Demonstrate respect for diversity F7
Employ respectful workplace practices F8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Demonstrate a commitment to employer F9
Demonstrate honesty F10
Demonstrate trustworthiness F11
Demonstrate reliability F12
Practice confidentiality F13
Apply legislation and professional standards F14
Demonstrate leadership F15
Demonstrate commitment to lifelong learning F16
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Practice
workplace safety (e.g. WHMIS) F17
Practice loss prevention F18
Represent values of organization F19
1 2 3 4 1 2 3 4 1 2 3 4
xx
APPLY
ADMINISTRATIVE SKILLS
G
Manage time G1
Apply organizational skills G2
Plan and implement a budget G3
Apply math skills G4
Apply analytical skills G5
Administer payroll G6
Control inventory G7
Employ sanitation practices G8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Apply basic accounting skills G9
Set-up and maintain records G10
Prepare proposals G11
Prepare reports G12
Manage information G13
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
APPLY PRODUCT DEVELOPMENT
SKILLS H
Demonstrateplanning skills H1
Demonstrate research skills H2
Identify funding sources H3
Demonstrate creativity H4
Establish and maintain industry partnerships H5
Identify product opportunities H6
Evaluate opportunities H7
Evaluate features and benefits H8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Identify product sources H9
Schedule timelines H10
Manage projects H11
Assess risks H12
Practice continuous product evaluation H13
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
MANAGE HUMAN RESOURCES
I
Reviewperformance I1
Orient and train staff and volunteers I2
Prepare job descriptions I3
Supervise staff and volunteers I4
Prepare schedules I5
Set and describe objectives I6
Recruit staff and volunteers I7
Establish wage rates I8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Demonstrate appreciation for work and effort I9
Apply quality management practices I10
Apply disciplinary procedures I11
Apply termination procedures I12
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
xxi
APPLY SALES TECHNIQUES
J
Solicitsponsorship J1
Demonstrate personal selling techniques J2
Demonstrate up-selling skills J3
Demonstrate contact and client management J4
Employ potential customer qualification skills J5
Demonstrate negotiation techniques J6
Apply close techniques J7
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
xxii
RESTAURANT DACUM
Facilitated by Gene Semchych and Ann Pederson February 22nd and March 1st 2005
DACUM Skill Rating Scale
1 - Can perform some parts of this skill satisfactorily but requires assistance and/or supervision to perform the entire skill.
3 - Can perform this skill competently without assistance or supervision.
2 - Can perform this skill satisfactorily but requires periodic assistance and/or supervision.
4 - Can perform this skill competently without, assistance with more than acceptable quality, and with initiative/adaptability to unique situations.
PROVIDE CUSTOMER
SERVICE A
Serve foods A1
Serve beverages A2
Test food and beverage quality A3
Demonstrate a passion for industry A4
Prepare beverages A5
Set tables A6
Assess (anticipate) customer needs A7
Exceed customer expectation A8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Demonstrate an interest in others A9
Demonstrate flexibility A10
Demonstrate memory skills A11
Take orders A12
Demonstrate accountability A13
Work in teams A14
Apply table service techniques A15
Demonstrate customer greeting skills A16
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate
sincerity A17
Demonstrate proactive response A18
Demonstrate attention to detail A19
Process manual transactions A20
Handle cash A21
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 USE TECHNOLOGY
B Use telephone skills B1
Use P.O.S. systems B2
Use e-mail B3
Use internet B4
Use word processing software B5
Use spreadsheet software B6
Operate alarm systems B7
Use fax machines B8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
xxiii
Use photocopiers B9
Use cell phones B10
Use personal communication devices B11
Use intercom systems B12
Operate a variety of kitchen equipment B13
Operate beverage systems B14
Use ordering systems B15
Apply keyboarding and mouse skills B16
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Set-up and test
audio-visual equipment B17
Use answering machine B18
Maintain gaming machines B19
1 2 3 4 1 2 3 4 1 2 3 4
COMMUNICATE WITH GUESTS AND
OTHERS C
Apply active listening skills C1
Interpret body language C2
Read for meaning C3
Use language appropriate to audience C4
Demonstrate writing skills C5
Use clear and concise language C6
Use non-verbal communication skills C7
Respect diversity C8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Write for understanding C9
Use industry terminology C10
Use e-mail etiquette C11
Use presentation skills C12
Facilitate in meetings C13
Participate in meetings C14
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
DEMONSTRATE PROFESSIONAL
BEHAVIOUR D
Practice personal hygiene and grooming D1
Demonstrate punctuality D2
Apply dress code D3
Demonstrate positive work ethic D4
Demonstrate honesty D5
Apply time management skills D6
Demonstrate a commitment to lifelong learning D7
Demonstrate stress management skills D8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Demonstrate respect for others D9
Demonstrate leadership skills D10
Organize self D11
Model expected behaviour D12
Demonstrate positive attitude D13
Demonstrate commitment to community D14
Demonstrate a commitment to follow-through D15
Practice confidentiality D16
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
xxiv
Demonstrate life-work balance D17
Demonstrate empathy D18
Work within personal limitations D19
Demonstrate a commitment to employer D20
Demonstrate sense of humour D21
Organize others D22
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
DEMONSTRATE SALES SKILLS
E
Describe product E1
Demonstrate confidence E2
Up-sell E3
Close the sale E4
Adjust approach to situation E5
Solicit new customers E6
Identify target market(s) E7
Apply internal marketing skills E8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Apply external marketing skills E9
Apply creativity skills E10
Demonstrate a belief in the product E11
Demonstrate negotiation skills E12
Identify industry trends E13
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
APPLY
ADMINISTRATIVE SKILLS
F
Manage physical inventory F1
Administer payroll F2
Set prices F3
Control costs F4
Prepare work schedules F5
Participate in business planning F6
Prepare proposals F7
Prepare reports F8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Record in logs and journals F9
Prepare correspondence F10
Create product / packages F11
Maintain records and files F12
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
APPLY FINANCIAL MANAGEMENT
SKILLS G
Apply math skills G1
Apply basic accounting skills G2
Analyze profit and loss statements G3
Create budget G4
Administer budget G5
Analyze F and B costs G6
Reconcile accounts G7
Collect accounts G8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
xxv
Analyze labour costs G9
Prepare / balance cash out G10
Project revenue G11
Practice banking procedures G12
Prepare strategic plan G13
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
APPLY HUMAN
RESOURCE MANAGEMENTS
SKILLS H
Demonstrate basic interview skills H1
Orient and train staff H2
Apply labour standards H3
Conduct performance reviews H4
Employ progressive disciplinary action procedures H5
Employ recruitment skills H6
Practice positive reinforcement H7
Plan for succession H8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Maintain current industry certification H9
Follow policies and procedures H10
Evaluate human behaviour H11
1 2 3 4 1 2 3 4 1 2 3 4
PROVIDE CATERING SERVICES
I
Interpret floor plan I1
Interpret contracts I2
Set-up rooms I3
Collect, load and deliver supplies, food and wares I4
Identify equipment I5
Apply banquet service techniques I6
Employ navigation skills I7
Apply tear-down, clean-up and return procedures I8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
DEMONSTRATE
SAFE WORK PRACTICES
J
Apply Health and Safety regulations J1
Prepare incident reports J2
Practice safe food handling techniques J3
Practice safe equipment operation J4
Practice responsible food and beverage service J5
Apply preventive safety procedures J6
Practice preventive maintenance procedures J7
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
xxvi
SOLVE PROBLEMS K
Identify problem K1
Define cause K2
Identify solution K3
Develop action plan K4
Locate / identify appropriate resource(s) K5
Implement action plan K6
Evaluate results K7
Practice follow-up K8
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
xxvii
xxviii
Appendix C – Graduate Skills and Abilities Chart
HOSPITALITY AND TOURISM MANAGEMENT
GRADUATE SKILLS AND ABILITIES Chart Facilitated by Gene Semchych and Ann Pedersen Core competencies
May 17th and May 24th, 2005 Stream specific competencies
DEMONSTRATE ADMINISTRATIVE
SKILLS A
Set-up and maintain record management systems A1
Manage mail systems A2
Record in logs and journals A3
Participate in strategic planning A4
Comply with legislation A5
DEMONSTRATE
SALES AND MARKETING
SKILLS B
Identify and define target market B1
Identify industry trends B2
Assess customer needs B3
Qualify customer(s) B4
Describe product B5
Demonstrate selling techniques B6
Identify stakeholders / partners B7
Analyze competition B8
Create promotional materials B9
Demonstrate negotiation skills B10
Design / employ merchandising strategies B11
Demonstrate research skills B12
Develop a marketing plan B13
USE TECHNOLOGY C
Use Internet C1
Use email C2
Use Word processing skills C3
Use spreadsheets C4
Use presentation software C5
Create and maintain web pages C6
Use electronic day timer C7
Use Desktop publishing software C8
Use P.O.S. systems C9
Use property management systems C10
Use Database software C11
Operate audio-visual equipment C12
Use office technology C13
Use a variety of communication devices C14
Use basic accounting software C15
Collaborate online C16
Use industry ordering systems C17
PROVIDE CUSTOMER
SERVICE D
Define customer needs D1
Anticipate customer needs D2
Demonstrate positive attitude D3
Demonstrate empathy D4
Handle guest complaints D5
Solicit guest feedback D6
Demonstrate standard service procedures D7
Demonstrate attention to detail D8
Develop and maintain rapport D9
Exceed customer expectation D10
Develop and maintain customer relationships D11
Demonstrate cultural sensitivity D12
Handle difficult situations D13
Demonstrate product knowledge D14
Conduct regular product quality checks D15
COMMUNICATE E
Interpret non-verbal communication E1
Use appropriate language E2
Use active listening skills E3
Use appropriate non verbal communication E4
Use technology-based etiquette E5
Write business documents E6
Facilitate and participate in meetings E7
Demonstrate oral presentation skills E8
Demonstrate social interaction skills E9
Use industry terminology E10
Provide and receive feedback E11
Give directions and instructions E12
DEMONSTRATE PROFESSIONAL
BEHAVIOR F
Practice self-reflection F1
Maintain composure under stress F2
Prepare resume F3
Prepare and build personal professional portfolio F4
Work in teams F5
Follow dress code F6
Practice personal hygiene and grooming F7
Demonstrate ethical behaviour F8
Demonstrate respectful behaviour F9
Maintain confidentiality F10
Adhere to policies and procedures F11
Demonstrate commitment to lifelong learning F12
Set personal and professional goals F13
Demonstrate time management skills F14
Practice wellness techniques F15
Demonstrate punctuality and adhere to attendance expectations F16
xxix
Demonstrate leadership skills F17
Demonstrate emotional intelligence F18
Maintain current industry certification F19
Solve problems F20
Demonstrate a commitment to the community F21
Demonstrate adaptability F22
Work independently F23
APPLY HUMAN RESOURCE
MANAGEMENT SKILLS
G
Manage labour costs G1
Recruit staff / volunteers G2
Orient staff G3
Train staff G4
Evaluate staff G5
Discipline staff G6
Terminate staff G7
Create work schedules G8
Work with unions G9
Create policies G10
APPLY ACCOUNTING AND FINANCIAL SKILLS
H
Prepare budgets H1
Manage cash H2
Prepare and analyze financial statements H3
Apply basic accounting skills H4
Complete basic accounting cycle H5
Manage accounts receivable and accounts payable H6 H6
Manage inventory H7
Set and maintain internal controls H8
Record payroll H9
Explain differences in business ownership structure accounting practices H10
Perform variance analysis (cost / revenue) H11
Manage cash flows H12
Conduct cost volume profit (CVP) analysis H13
Set prices H14
Apply math skills H15
Convert currency H16
DEMONSTRATE
PRODUCT DEVELOPMENT SKILLSI(Hotel &
Restaurant)
Provide catering servicesI 1.1
Provide restaurant service (both streams)I 1.2
Manage Front Office operations (both streams)I 1.3
Provide wine / beverage serviceI 1.4
Manage housekeeping operationsI 1.5
Develop menusI 1.6
Practice basic food preparation techniquesI 1.7
Design restaurant facilityI 1.8
xxx
DEMONSTRATE PRODUCT
DEVELOPMENT SKILLS
I (Tourism)
Plan a convention (both streams) I 2.1
Plan a special event I 2.2
Develop and manage an attraction's product I 2.3
Plan a tour I 2.4
Conduct a tour I 2.5
Describe eco-tourism principles and characteristics I 2.6
Prepare alcoholic beverages (both streams) I.2.7
USE SAFE WORK PRACTICES
J
Apply W.H.M.I.S. principles J1
Apply H.A.C.C.P. principles J2
Maintain clean work environment J3
Practice security and safety procedures J4
Use and maintain personal protective equipment J5
Identify and report safety hazards J6
Observe safe work practices in others J7
xxxi
Graduate Skills and Abilities Integrated Chart Industry DACUMs, Faculty Expectations, and College-Wide Learning Outcomes
Yellow shaded box indicates DACUM skill rating 1 Can perform some parts of this skill satisfactorily but requires assistance and/or supervision to perform the entire skill. 2 Can perform this skill satisfactorily but requires periodic assistance and/or supervision. 3 Can perform this skill competently without assistance or supervision. 4 Can perform this skill competently without assistance, with more than acceptable quality, and with initiative/adaptability to unique situations. Grey shaded box = General Areas of Competency (GAC)
Tourism Industry
DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Sales & Marketing Skills DEVELOP MARKETING
PLAN
A
DEMONSTRATE SALES SKILLS
E
MARKET GUEST SERVICES
C
DEMONSTRATE SALES AND MARKETING
SKILLS B
Define target market A1
Describe product E1
Describe benefits of available products / services C1
Identify and define target market B1
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 Identify buying behaviour A2
Demonstrate confidenceE2
Recall hotel products and servicesC2
Identify industry trends B2
H1 • be willing to continuously learn and grow
1 2 3 4 1 2 3 4 1 2 3 4 Assess marketing trends A3
Up-sell E3
Relate experiences / best practices to others C3
Assess customer needs B3
D1 • assess situations and identify problems
1 2 3 4 1 2 3 4 1 2 3 4 Describe the product A4
Close the sale E4
Anticipate client needs C4
Qualify customer(s) B4
D2 • seek different points of view and evaluate them based on facts
xxxii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
1 2 3 4 1 2 3 4 1 2 3 4 Interpret customer needs A5
Adjust approach to situation E5
Design / employ merchandising strategies C5
Describe product B5
1 2 3 4 1 2 3 4 1 2 3 4 Plan marketing campaign A6
Solicit new customers E6
Create a comfortable / welcoming environment C6
Demonstrate selling techniques B6
1 2 3 4 1 2 3 4 1 2 3 4 Identify stakeholders A7
Identify target market(s) E7
Solicit / record guest feedback C7
Identify stakeholders / partners B7
1 2 3 4 1 2 3 4 1 2 3 4 Solicit feedback from stakeholders A8
Apply internal marketing skills E8
Compose strategic plans C8
Analyze competition B8
B2 • access, analyze and apply knowledge and skills from various disciplines (e.g. the arts, languages, science, technology, mathematics, social sciences, and the humanities)
1 2 3 4 1 2 3 4 1 2 3 4 Develop evaluation strategy A9
Apply external marketing skills E9
Respond to guest feedback C9
Create promotional materials B9
1 2 3 4 1 2 3 4 1 2 3 4 Apply cost accounting skills A10
Apply creativity skills E10
Demonstrate a commitment to customer service excellence C10
Demonstrate negotiation skills B10
1 2 3 4 1 2 3 4 1 2 3 4
Demonstrate a belief in the product E11
Design / employ merchandising strategies B11
1 2 3 4
Design / employ merchandising strategies B11
xxxiii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
3 4
Identify industry trends E13
Demonstrate research skills B12
A5 • use relevant scientific, technological and mathematical knowledge and skills to explain or clarify ideas C2 • observe and record data using appropriate methods, tools and technology D2 • seek different points of view and evaluate them based on facts
1 2 3 4
Develop a marketing plan B13
K1 • plan, design or carry out a project or task from start to finish with well-defined objectives and outcomes
IMPLEMENT MARKETING
PLAN B
SELL
D
Create promotional materials B1
Describe the value of products / services D1
1 2 3 4 1 2 3 4 Distribute promotional materials B2
Up-sell D2
1 2 3 4 1 2 3 4 Evaluate effectiveness B3
Demonstrate enthusiasm D3
1 2 3 4 1 2 3 4
Explain campaign to staff and volunteers B4
Apply pricing guidelines and procedures D4
1 2 3 4 1 2 3 4 Develop relationships with media B5
Demonstrate confidence D5
1 2 3 4 1 2 3 4
xxxiv
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Relate customer needs to management B6
Assess customer needs / wants D6
1 2 3 4 1 2 3 4
Promote products and services D7
1 2 3 4
Estimate customer profile D8
1 2 3 4
APPLY SALES TECHNIQUES
J
Solicit sponsorship J1
1 2 3 4 Demonstrate personal selling techniques J2
1 2 3 4 Demonstrate up-selling skills J3
1 2 3 4 Demonstrate contact and client management J4
1 2 3 4 Employ potential customer qualification skills J5
1 2 3 4
xxxv
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Demonstrate negotiation techniques J6
1 2 3 4 Apply close techniques J7
1 2 3 4
Technology
USE TECHNOLOGY C
USE TECHNOLOGY
B
USE TECHNOLOGY
F USE TECHNOLOGY
C
B1 • locate, gather and organize information using appropriate technology and information systems
Apply website maintenance skills C1
Use telephone skills B1
Use a spreadsheet F1
Use Internet C1
1 2 3 4 1 2 3 4 1 2 3 4 Use word processing software C2
Use P.O.S. systems B2
Use a word processor F2
Use email C2
1 2 3 4 1 2 3 4 1 2 3 4 Use spreadsheet software C3
Use e-mail B3
Locate information on the Internet F3
Use Word processing skills C3
C2 • observe and record data using appropriate methods, tools and technology
1 2 3 4 1 2 3 4 1 2 3 4 Use database software C4
Use internet B4
Use e-mail software F4
Use spreadsheets C4
A4 • share information using a range of information and communications technologies (e.g. voice, e-mail, computers) C3 • make estimates and verify calculations
1 2 3 4 1 2 3 4 1 2 3 4 Use e-mail C5
Use word processing software B5
Use presentation software F5
Use presentation software C5
xxxvi
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
1 2 3 4 1 2 3 4 1 2 3 4 Use presentation software C6
Use spreadsheet software B6
Solve simple hardware / software problems F6
Create and maintain web pages C6
1 2 3 4 1 2 3 4 1 2 3 4 Use internet C7
Operate alarm systems B7
Use voice-mail technology F7
Use electronic day timer C7
1 2 3 4 1 2 3 4 1 2 3 4 Use office technology (fax, copier, phone, scanner etc.) C8
Use fax machines B8
Explain technology processes to guests (i.e. voice mail) F8
Use Desktop publishing software C8
1 2 3 4 1 2 3 4 1 2 3 4 Use projectors C9
Use photocopiers B9
Use reservation software / systems F9
Use P.O.S. systems C9
1 2 3 4 1 2 3 4 1 2 3 4 Operate sound systems C10
Use cell phones B10
Transfer skills across software / systems F10
Use property management systems C10
1 2 3 4 1 2 3 4 1 2 3 4 Use graphics software C11
Use personal communication devices B11
Use electronic key card systems F11
Use Database software C11
1 2 3 4 1 2 3 4 1 2 3 4 Use contact management systems C12
Use intercom systems B12
Operate in-room systems F12
Operate audio-visual equipment C12
1 2 3 4 1 2 3 4 1 2 3 4 Use geographical information systems (GIS) C13
Operate a variety of kitchen equipment B13
Use voice communication systems F13
Use office technology C13
1 2 3 4 1 2 3 4 1 2 3 4
xxxvii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Use cell phone C14
Operate beverage systems B14
Set-up presentation hardware F14
Use a variety of communication devices C14
1 2 3 4 1 2 3 4 1 2 3 4 Use hand-held radios C15
Use ordering systems B15
Use electronic payroll systems F15
Use basic accounting software C15
C2 • observe and record data using appropriate methods, tools and technology
1 2 3 4 1 2 3 4 1 2 3 4 Describe satellite technology C16
Apply keyboarding and mouse skills B16
Use HR systems F16
Collaborate online C16
1 2 3 4 1 2 3 4 1 2 3 4 Use web software C17
Set-up and test audio-visual equipment B17
Use industry ordering systems C17
A4 • share information using a range of information and communications technologies (e.g. voice, e-mail, computers)
1 2 3 4 1 2 3 4 Use image management software (i.e. Photoshop) C18
Use answering machine B18
1 2 3 4 1 2 3 4
Use cameras C19
Maintain gaming machines B19
1 2 3 4 1 2 3 4 Apply keyboarding skills C20
1 2 3 4 Use sales transaction equipment C21
1 2 3 4 Operate educational science equipment C22
xxxviii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
1 2 3 4 Operate motor vehicles C23
1 2 3 4 Operate water craft C24
1 2 3 4 Assemble and disassemble displays C25
1 2 3 4
Customer Service PROVIDE CUSTOMER
SERVICE D
PROVIDE CUSTOMER SERVICE
A
PROVIDE CUSTOMER
SERVICE D
A3 • listen and ask questions to understand and appreciate the points of view of others
Demonstrate positive attitude D1
Serve foods A1
Define customer needs D1
1 2 3 4 1 2 3 4 Demonstrate customer greeting skills D2
Serve beverages A2
Anticipate customer needs D2
D1 • assess situations and identify problems D2 • seek different points of view and evaluate them based on facts
1 2 3 4 1 2 3 4 Evaluate customer satisfaction D3
Test food and beverage quality A3
Demonstrate positive attitude D3
E1 • feel good about yourself and be confident E4 • take care of your personal health E5 • show interest, initiative and effort
1 2 3 4 1 2 3 4
xxxix
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Assess customer needs D4
Demonstrate a passion for industry A4
Demonstrate empathy D4
D1 • assess situations and identify problems E2 • deal with people, problems and situations with honesty, integrity and personal ethics
1 2 3 4 1 2 3 4 Demonstrate a commitment to exceed customer needs D5
Prepare beverages A5
Handle guest complaints D5
D5 • be creative and innovative in exploring possible solutions
1 2 3 4 1 2 3 4 Demonstrate attention to detail D6
Set tables A6
Solicit guest feedback D6
D9 • check to see if a solution works, and act on opportunities for improvement
1 2 3 4 1 2 3 4 Demonstrate flexibility D7
Assess (anticipate) customer needs A7
Demonstrate standard service procedures D7
1 2 3 4 1 2 3 4 Identify and provide resources (maps, brochures, people, services etc. D8
Exceed customer expectation A8
Demonstrate attention to detail D8
D8 • implement solutions
1 2 3 4 1 2 3 4 Demonstrate a commitment to follow-through D9
Demonstrate an interest in others A9
Develop and maintain rapport D9
1 2 3 4 1 2 3 4 Define customer service D10
Demonstrate flexibility A10
Exceed customer expectation D10
E2 • deal with people, problems and situations with honesty, integrity and personal ethics
1 2 3 4 1 2 3 4 Assess and respond to visitor flow D11
Demonstrate memory skills A11
Develop and maintain customer relationships D11
J3 • be flexible: respect, be open to and supportive of the thoughts, opinions and contributions of others in a group
1 2 3 4 1 2 3 4
xl
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Display attentiveness D12
Take orders A12
Demonstrate cultural sensitivity D12
E2 • deal with people, problems and situations with honesty, integrity and personal ethics J3 • be flexible: respect, be open to and supportive of the thoughts, opinions and contributions of others in a group J4 • recognize and respect people's diversity, individual differences and perspectives
1 2 3 4 1 2 3 4 Integrate global view with daily detail D13
Demonstrate accountability A13
Handle difficult situations D13
D5 • be creative and innovative in exploring possible solutions D7 • evaluate solutions to make recommendations or decisions
1 2 3 4 1 2 3 4 Solve problems D14
Work in teams A14
Demonstrate product knowledge D14
1 2 3 4 1 2 3 4 Advise customers of geographical attractions and events D15
Apply table service techniques A15
Conduct regular product quality checks D15
D9 • check to see if a solution works, and act on opportunities for improvement
1 2 3 4 1 2 3 4 Employ customer security practices D16
Demonstrate customer greeting skills A16
1 2 3 4 1 2 3 4
Demonstrate sincerity A17
1 2 3 4
Demonstrate proactive response A18
1 2 3 4
xli
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Demonstrate attention to detail A19
1 2 3 4
Process manual transactions A20
1 2 3 4
Handle cash A21
1 2 3 4
Communications DEMONSTRATE
COMMUNICATION SKILLS E
COMMUNICATE WITH GUESTS AND
OTHERS C
DEMONSTRATE COMMUNICATION
SKILLS E
COMMUNICATE
E
A1 • read and understand information presented in a variety of forms (e.g. words, graphs, charts, diagrams) A2 • write and speak so others pay attention and understand A3 • listen and ask questions to understand and appreciate the points of view of others
Apply active listening skills E1
Apply active listening skills C1
Use correct grammar E1
Interpret non-verbal communication E1
1 2 3 4 1 2 3 4 1 2 3 4 Apply editing skills E2
Interpret body language C2
Use a friendly tone E2
Use appropriate language E2
1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate a variety of writing skills E3
Read for meaning C3
Demonstrate spelling skills E3
Use active listening skills E3
D2 • seek different points of view and evaluate them based on facts
1 2 3 4 1 2 3 4 1 2 3 4
xlii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Apply design and graphics skills E4
Use language appropriate to audienceC4
Demonstrate culturally appropriate body languageE4
Use appropriate non-verbal communication E4
1 2 3 4 1 2 3 4 1 2 3 4 Manage conflict E5
Demonstrate writing skills C5
Present a positive / friendly disposition E5
Use technology-based etiquette E5
1 2 3 4 1 2 3 4 1 2 3 4 Use language appropriate to audience E6
Use clear and concise language C6
Use language appropriate to audience E6
Write business documents E6
1 2 3 4 1 2 3 4 1 2 3 4 Use industry terminology E7
Use non-verbal communication skills C7
Employ constructive feedback techniques E7
Facilitate and participate in meetings E7
J2 • ensure that a team's purpose and objectives are clear J6 • contribute to a team by sharing information and expertise
1 2 3 4 1 2 3 4 1 2 3 4 Use presentation skills E8
Respect diversity C8
Use concise language E8
Demonstrate oral presentation skills E8
J6 • contribute to a team by sharing information and expertise
1 2 3 4 1 2 3 4 1 2 3 4 Create, describe and work within organizational structure E9
Write for understanding C9
Demonstrate active listening skills E9
Demonstrate social interaction skills E9
J8 • understand the role of conflict in a group to reach solutions
1 2 3 4 1 2 3 4 1 2 3 4 Use non-verbal communication skills E10
Use industry terminology C10
Explain / describe instructions / directions E10`
Use industry terminology E10
1 2 3 4 1 2 3 4 1 2 3 4
xliii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Apply dress code E11
Use e-mail etiquette C11
Demonstrate questioning skills E11
Provide and receive feedback E11
D2 • seek different points of view and evaluate them based on facts D9 • check to see if a solution works, and act on opportunities for improvement G4 • be open and respond constructively to change G5 • learn from your mistakes and accept feedback J5 • accept and provide feedback in a constructive and considerate manner
1 2 3 4 1 2 3 4 1 2 3 4 Use telephone etiquette E12
Use presentation skills C12
Write reports, memos and other hotel related communications E12
Give directions and instructions E12
J2 • ensure that a team's purpose and objectives are clear
1 2 3 4 1 2 3 4 1 2 3 4 Use e-mail etiquette E13
Facilitate in meetings C13
Interpret written communication (i.e. Read)E13
1 2 3 4 1 2 3 4 1 2 3 4
Use fax etiquette E14
Participate in meetings C14
Use industry-specific terminology E14
1 2 3 4 1 2 3 4 1 2 3 4 Identify audience E15
Employ radio / telephone / email etiquette E15
1 2 3 4 1 2 3 4 Define the message E16
Use manners E16
1 2 3 4 1 2 3 4 Apply interpretive skills E17
Demonstrate eye contact E17
1 2 3 4 1 2 3 4
xliv
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Demonstrate objectivity E18
Demonstrate empathy E18
1 2 3 4 1 2 3 4 Integrate organizational goal / values with message E19
Explain / identify community events and services (Ambassador) E19
1 2 3 4 1 2 3 4 Employ a team approach E20
Manage information E20
1 2 3 4 1 2 3 4 Work independently E21
1 2 3 4 Manage groups and classrooms E22
1 2 3 4 Adjust presentation method to audience E23
1 2 3 4
Professional Behaviour DEMONSTRATE
PROFESSIONALISM
F
DEMONSTRATE PROFESSIONAL
BEHAVIOUR
D
DEMONSTRATE PROFESSIONAL /
RESPONSIBLE BEHAVIOUR
G
DEMONSTRATE PROFESSIONAL
BEHAVIOR
F
A3 • listen and ask questions to understand and appreciate the points of view of others
Work within personal limitations
Practice personal hygiene and grooming
Demonstrate ethical behaviour
Practice self-reflection
E1 • feel good about yourself and be confident E3 • recognize your own and other people's good efforts G4 • be open and respond constructively to change G5 • learn from your mistakes and accept
xlv
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
F1
D1
G1
F1
feedback H1 • be willing to continuously learn and grow
1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate punctuality F2
Demonstrate punctuality D2
Demonstrate punctuality G2
Maintain composure under stress F2
G6 • cope with uncertainty
1 2 3 4 1 2 3 4 1 2 3 4 Practice personal hygiene and grooming F3
Apply dress code D3
Apply diversity and inclusion principles G3
Prepare resume F3
1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate accountability F4
Demonstrate positive work ethic D4
Maintain client / guest / employee confidentiality G4
Prepare and build personal professional portfolio F4
H2 • assess personal strengths and areas for development H3 • set your own learning goals H4 • identify and access learning sources and opportunities
1 2 3 4 1 2 3 4 1 2 3 4 Apply judgment F5
Demonstrate honesty D5
Operate / work within culture of industry G5
Work in teams F5
D8 • implement solutions F4 • be accountable for your actions and the actions of your group G1 • work independently or as a part of a team J1 • understand and work within the dynamics of a group
1 2 3 4 1 2 3 4 1 2 3 4 Define and follow policy and procedure F6
Apply time management skills D6
Demonstrate teamwork / collaboration skills (Internal/External) G6
Follow dress code F6
1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate respect for diversity F7
Demonstrate a commitment to lifelong learning D7
Demonstrate a respect for others G7
Practice personal hygiene and grooming F7
E4 • take care of your personal health
1 2 3 4 1 2 3 4 1 2 3 4 Employ respectful workplace practices F8
Demonstrate stress management skills D8
Apply / follow Code of Conduct G8
Demonstrate ethical behaviour F8
E2 • deal with people, problems and situations with honesty, integrity and personal ethics
xlvi
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate a commitment to employer F9
Demonstrate respect for others D9
Employ Hotel Standards G9
Demonstrate respectful behaviour F9
D2 • seek different points of view and evaluate them based on facts E2 • deal with people, problems and situations with honesty, integrity and personal ethics G4 • be open and respond constructively to change
1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate honesty F10
Demonstrate leadership skills D10
Demonstrate an openness to change G10
Maintain confidentiality F10
E2 • deal with people, problems and situations with honesty, integrity and personal ethics
1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate trustworthiness F11
Organize self D11
Solve problems G11
Adhere to policies and procedures F11
1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate reliability F12
Model expected behaviour D12
Adapt to company / chain practices G12
Demonstrate commitment to lifelong learningF 12
F1 • Set goals and priorities balancing work and personal life H1 • be willing to continuously learn and grow H4 • identify and access learning sources and opportunities
1 2 3 4 1 2 3 4 1 2 3 4 Practice confidentiality F13
Demonstrate positive attitude D13
Manage risk G13
Set personal and professional goals F13
F1 • Set goals and priorities balancing work and personal life H3 • set your own learning goals H5 • plan for and achieve your learning goals
1 2 3 4 1 2 3 4 1 2 3 4 Apply legislation and professional standards F14
Demonstrate commitment to community D14
Demonstrate time management skills F14
D8 • implement solutions F1 • Set goals and priorities balancing work and personal life F2 • plan and manage time, money and other resources to achieve goals
1 2 3 4 1 2 3 4
xlvii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Demonstrate leadershipF15
Demonstrate a commitment to follow-throughD15
Practice wellness techniquesF15
E1 • feel good about yourself and be confident E4 • take care of your personal health F1 • Set goals and priorities balancing work and personal life
1 2 3 4 1 2 3 4 Demonstrate commitment to lifelong learning F16
Practice confidentiality D16
Demonstrate punctuality and adhere to attendance expectations F16
1 2 3 4 1 2 3 4
Practice workplace safety (e.g. WHMIS) F17
Demonstrate life-work balance D17
Demonstrate leadership skills F17
E3 • recognize your own and other people's good efforts E5 • show interest, initiative and effort J7 • lead or support when appropriate, motivating a group for high performance
1 2 3 4 1 2 3 4 Practice loss prevention F18
Demonstrate empathy D18
Demonstrate emotional intelligence F18
1 2 3 4 1 2 3 4 Represent values of organization F19
Work within personal limitations D19
Maintain current industry certification F19
H1 • be willing to continuously learn and grow
1 2 3 4 1 2 3 4
Demonstrate a commitment to employer D20
Solve problemsF 20
B2 • access, analyze and apply knowledge and skills from various disciplines (e.g. the arts, languages, science, technology, mathematics, social sciences, and the humanities) D4 • identify the root cause of a problem D7 • evaluate solutions to make recommendations or decisions
1 2 3 4
Demonstrate sense of humour D21
Demonstrate a commitment to the community F21
D9 • check to see if a solution works, and act on opportunities for improvement F5 • be socially responsible and contribute to your community G6 • cope with uncertainty
xlviii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
1 2 3 4
Organize othersD 22
Demonstrate adaptability F22
G3 • be innovative and resourceful: identify and suggest alternative ways to achieve goals and get the job done G4 • be open and respond constructively to change G5 • learn from your mistakes and accept feedback
1 2 3 4
Work independently F23
D8 • implement solutions E5 • show interest, initiative and effort F4 • be accountable for your actions and the actions of your group G1 • work independently or as a part of a team
Administrative skills APPLY ADMINISTRATIVE
SKILLS G
APPLY ADMINISTRATIVE
SKILLS F
BUDGET
B
DEMONSTRATE ADMINISTRATIVE
SKILLS A
B1 • locate, gather and organize information using appropriate technology and information systems C1 • decide what needs to be measured or calculated
Manage time G1
Manage physical inventory F1
Prepare budget forecasts B1
Set-up and maintain record management systems A1
1 2 3 4 1 2 3 4 1 2 3 4 Apply organizational skills G2
Administer payroll F2
Prepare budgets B2
Manage mail systems A2
1 2 3 4 1 2 3 4 1 2 3 4 Plan and implement a budget G3
Set prices F3
Manage budgets B3
Record in logs and journals A3
1 2 3 4 1 2 3 4 1 2 3 4 Apply math skills G4
Control costs F4
Track inventory B4
Participate in strategic planning A4
C3 • make estimates and verify calculations
1 2 3 4 1 2 3 4 1 2 3 4
xlix
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Apply analytical skills G5
Prepare work schedules F5
Identify / Explain inventory trends B5
Comply with legislation A5
1 2 3 4 1 2 3 4 1 2 3 4 Administer payroll G6
Participate in business planning F6
Manage labour costs B6
1 2 3 4 1 2 3 4 1 2 3 4 Control inventory G7
Prepare proposals F7
Analyze costs B7
1 2 3 4 1 2 3 4 1 2 3 4 Employ sanitation practices G8
Prepare reports F8
Calculate profit margins B8
1 2 3 4 1 2 3 4 1 2 3 4 Apply basic accounting skills G9
Record in logs and journals F9
Practice "Revenue Management" principles B9
1 2 3 4 1 2 3 4 1 2 3 4 Set-up and maintain records G10
Prepare correspondence F10
Plan for market changes / trends (internal/ external) B10
1 2 3 4 1 2 3 4 1 2 3 4
Prepare proposals G11
Create product / packages F11
1 2 3 4 1 2 3 4 Prepare reports G12
Maintain records and files F12
1 2 3 4 1 2 3 4
l
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Manage information G13
1 2 3 4
Accounting & Financial skills
APPLY FINANCIAL
MANAGEMENT SKILLS
G
PRACTICE ACCOUNTING PRINCIPLES
A
APPLY ACCOUNTING AND FINANCIAL SKILLS
H
B1 • locate, gather and organize information using appropriate technology and information systems C1 • decide what needs to be measured or calculated
Apply math skills G1
Calculate bills A1
Prepare budgets H1
D3 • recognize the human, interpersonal, technical, scientific and mathematical dimensions of a problem D6 • readily use science, technology and mathematics as ways to think, gain and share knowledge, solve problems and make decisions
1 2 3 4 1 2 3 4
Apply basic accounting skills G2
Post changes A2
Manage cash H2
1 2 3 4 1 2 3 4
Analyze profit and loss statements G3
Balance cash (i.e. float) A3
Prepare and analyze financial statements H3
C3 • make estimates and verify calculations D3 • recognize the human, interpersonal, technical, scientific and mathematical dimensions of a problem D6 • readily use science, technology and mathematics as ways to think, gain and share knowledge, solve problems and make decisions F3 • assess, weigh and manage risk
1 2 3 4 1 2 3 4
Create budget G4
Convert currencies A4
Apply basic accounting skills H4
1 2 3 4 1 2 3 4
li
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Administer budget G5
Process debit and credit card transactions A5
Complete basic accounting cycle H5
1 2 3 4 1 2 3 4
Analyze F and B costs G6
Process online transactions A6
Manage accounts receivable and accounts payable H6
1 2 3 4 1 2 3 4
Reconcile accounts G7
Interpret financial statements and data A7
Manage inventory H7
1 2 3 4 1 2 3 4
Collect accounts G8
Identify / Assess variances A8
Set and maintain internal controls H8
C3 • make estimates and verify calculations
1 2 3 4 1 2 3 4
Analyze labour costs G9
Manage revenues A9
Record payroll H9
1 2 3 4 1 2 3 4
Prepare / balance cash out G10
Balance invoices A10
Explain differences in business ownership structure accounting practices H10
D8 • implement solutions
1 2 3 4 1 2 3 4
Project revenue G11
Identify fraudulent practices / behaviours A11
Perform variance analysis (cost / revenue) H11
1 2 3 4 1 2 3 4
Practice banking procedures G12
Create efficiencies A12
Manage cash flows H12
C3 • make estimates and verify calculations D3 • recognize the human, interpersonal, technical, scientific and mathematical dimensions of a problem
1 2 3 4 1 2 3 4
lii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Prepare strategic plan G13
Identify inefficiencies A13
Conduct cost volume profit (CVP) analysis H13
1 2 3 4 1 2 3 4
Prepare cost / benefit analysis A14
Set prices H14
C3 • make estimates and verify calculations D3 • recognize the human, interpersonal, technical, scientific and mathematical dimensions of a problem
1 2 3 4
Apply math skills H15
Convert currency H16
Product Development Skills
APPLY PRODUCT DEVELOPMENT SKILLS
H
DEMONSTRATE PRODUCT
DEVELOPMENT SKILLSI
(Hotel & Restaurant)
K2 • develop a plan, seek feedback, test, revise and implement K3 • work to agreed quality standards and specifications K4 • select and use appropriate tools and technology for a task or project K5 • adapt to changing requirements and information K6 • continuously monitor the success of a project or task and identify ways to improve
Demonstrate planning skills H1
Provide catering services I 1.1
1 2 3 4 Demonstrate research skills H2
Provide restaurant service (both streams) I 1.2
G2 • carry out multiple tasks or projects
1 2 3 4
liii
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Identify funding sources H3
Manage Front Office operations (both streams) I 1.3
F2 • plan and manage time, money and other resources to achieve goals
1 2 3 4 Demonstrate creativity H4
Provide wine / beverage service I 1.4
1 2 3 4 Establish and maintain industry partnerships H5
Manage housekeeping operations I 1.5
1 2 3 4 Identify product opportunities H6
Develop menus I 1.6
C1 • decide what needs to be measured or calculated
1 2 3 4 Evaluate opportunities H7
Practice basic food preparation techniques I 1.7
1 2 3 4 Evaluate features and benefits H8
Design restaurant facility I 1.8
C1 • decide what needs to be measured or calculated
1 2 3 4 Identify product sourcesH9
DEMONSTRATE PRODUCT
DEVELOPMENT SKILLS I(Tourism)
K2 • develop a plan, seek feedback, test, revise and implement K3 • work to agreed quality standards and specifications K4 • select and use appropriate tools and technology for a task or project K5 • adapt to changing requirements and information K6 • continuously monitor the success of a project or task and identify ways to improve
1 2 3 4
liv
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Schedule timelines H10
Plan a convention (both streams) I 2.1
1 2 3 4 Manage projects H11
Plan a special event I 2.2
G2 • carry out multiple tasks or projects
1 2 3 4 Assess risks H12
Develop and manage an attraction's product I 2.3
F2 • plan and manage time, money and other resources to achieve goals
1 2 3 4 Practice continuous product evaluation H13
Plan a tour I 2.4
G2 • carry out multiple tasks or projects G3 • be innovative and resourceful: identify and suggest alternative ways to achieve goals and get the job done
1 2 3 4
Conduct a tour I 2.5
Describe eco-tourism principles and characteristics I 2.6
Prepare alcoholic beverages (both streams) I.2.7
lv
Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Human Resource Management skills
MANAGE HUMAN
RESOURCES I
APPLY HUMAN RESOURCE
MANAGEMENTS SKILLS
H
MANAGE HUMAN
RESOURCES I
APPLY HUMAN RESOURCE
MANAGEMENT SKILLS G
Review performance I1
Demonstrate basic interview skills H1
Demonstrate a commitment to wellness (self and others) I1
Manage labour costs G1
C1 • decide what needs to be measured or calculated F2 • plan and manage time, money and other resources to achieve goals
1 2 3 4 1 2 3 4 1 2 3 4 Orient and train staff and volunteers I2
Orient and train staff H2
Foster a climate of wellness / safety I2
Recruit staff / volunteers G2
1 2 3 4 1 2 3 4 1 2 3 4 Prepare job descriptions I3
Apply labour standards H3
Multi-task I3
Orient staff G3
1 2 3 4 1 2 3 4 1 2 3 4 Supervise staff and volunteers I4
Conduct performance reviews H4
Demonstrate a commitment to life-long learning I4
Train staff G4
1 2 3 4 1 2 3 4 1 2 3 4 Prepare schedules I5
Employ progressive disciplinary action procedures H5
Plan for staff development I5
Evaluate staff G5
E3 • recognize your own and other people's good efforts J9 • manage and resolve conflict when appropriate
1 2 3 4 1 2 3 4 1 2 3 4 Set and describe objectives I6
Employ recruitment skills H6
Demonstrate adaptability I6
Discipline staff G6
J9 • manage and resolve conflict when appropriate
1 2 3 4 1 2 3 4 1 2 3 4 Recruit staff and volunteers I7
Practice positive reinforcement H7
Propose innovative ideas I7
Terminate staff G7
1 2 3 4 1 2 3 4 1 2 3 4
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Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Establish wage rates I8
Plan for succession H8
Demonstrate initiative I8
Create work schedules G8
C1 • decide what needs to be measured or calculated C3 • make estimates and verify calculations
1 2 3 4 1 2 3 4 1 2 3 4 Demonstrate appreciation for work and effort I9
Maintain current industry certification H9
Manage change I9
Work with unions G9
J1 • understand and work within the dynamics of a group
1 2 3 4 1 2 3 4 1 2 3 4 Apply quality management practices I10
Follow policies and procedures H10
Create policies G10
D8 • implement solutions
1 2 3 4 1 2 3 4 Apply disciplinary procedures I11
Evaluate human behaviour H11
1 2 3 4 1 2 3 4 Apply termination procedures I12
1 2 3 4
Safe Work Practices
DEMONSTRATE SAFE WORK PRACTICES
J
USE SAFE WORK PRACTICES
J
I1 • be aware of personal and group health and safety practices and procedures, and act in accordance with these
Apply Health and Safety regulations J1
Apply W.H.M.I.S. principles J1
1 2 3 4
Prepare incident reports J2
Apply H.A.C.C.P. principles J2
1 2 3 4
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Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Practice safe food handling techniques J3
Maintain clean work environment J3
1 2 3 4
Practice safe equipment operation J4
Practice security and safety procedures J4
1 2 3 4
Practice responsible food and beverage service J5
Use and maintain personal protective equipment J5
1 2 3 4
Apply preventive safety procedures J6
Identify and report safety hazards J6
1 2 3 4
Practice preventive maintenance procedures J7
Observe safe work practices in others J7
1 2 3 4
Problem Solving Skills
SOLVE PROBLEMS
K
Identify problem K1
1 2 3 4
Define cause K2
1 2 3 4
Identify solution K3
1 2 3 4
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Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Develop action plan K4
1 2 3 4
Locate / identify appropriate resource(s) K5
1 2 3 4
Implement action plan K6
1 2 3 4
Evaluate results K7
1 2 3 4
Practice follow-up K8
1 2 3 4
Catering Service Skills
PROVIDE CATERING SERVICES
I
Interpret floor plan I1
1 2 3 4
Interpret contracts I2
1 2 3 4
Set-up rooms I3
1 2 3 4
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Tourism Industry DACUM
Restaurant DACUM
Hotel DACUM
Faculty Expectations
College-Wide Learning Outcomes (CWLOs)
Collect, load and deliver supplies, food and wares I4
1 2 3 4
Identify equipment I5
1 2 3 4
Apply banquet service techniques I6
1 2 3 4
Employ navigation skills I7
1 2 3 4
Apply tear-down, clean-up and return procedures I8
1 2 3 4
Appendix D – Graduate Profile The Hospitality and Tourism Management graduate:
• Demonstrates industry specific skills to manage and operate a hotel, restaurant or tourism business.
• Demonstrates effective administrative skills to plan strategically and comply with legislation.
• Sells and markets hospitality and tourism products and services to meet the needs of customers, businesses, and stakeholders.
• Demonstrates effective use of various technology and information systems.
• Provides customer service while displaying a high level of professionalism to exceed expectations, and solve problems.
• Communicates using written, oral, and non-verbal communication skills to achieve personal and business goals.
• Demonstrates a positive professional attitude, leadership skills, and commitment to the industry, maintaining high standards of practice through life-long learning.
• Solves problems in a broad range of situations by thinking critically and adapting to new circumstances.
• Manages human resources in accordance with industry standards and practices.
• Applies basic financial knowledge in planning, analyzing and decision making to achieve organizational goals.
• Works safely, following government and industry guidelines, regulations, and standards.
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Appendix E – Program Renewal Plan
1. To review, revise and re-align curriculum offerings • Establish a faculty working group to review, and revise/re-align curriculum • Re-align course offerings in the first year of the program to include more
Tourism related courses. • Hire more faculty with a Tourism Industry skill base while recruiting for
vacant or new positions.
2. To expand distance delivery (alternative delivery) during intersession in order to increase flexible access to courses for students on Co-op placement.
• Define development and delivery protocols in conjunction with the Distance Education Department
• Deliver theory-based courses by distance education
3. To promote faculty excellence • Evaluate current availability of staff development opportunities and assess
their effectiveness • Research and identify opportunities for ‘Return to Industry’ • Implement a co coordinated, program-wide, staff development plan
4. To implement a focused student recruitment and program marketing
strategy • Review present articulation and partnership agreements to assess their
currency and value to the program. • Renew existing partnerships/articulation agreements as appropriate and
develop new relationships. • Increase scholarships. • Assess opportunities for national and international Co-op placements and
expand such placements where they are viable. • Increase participation in industry competitions such as Skills Canada.
5. To upgrade facilities, equipment, and all training resources on a continual
basis. • Upgrade POS systems • Maintain training facilities and equipment to industry standards
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Appendix F – 5 –Year Program Renewal Plan in Gantt format Timeline
2005-2006 2006-2007 2007-2008 2008-2009 2009-2010 Objectives Activities
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
To review, revise and re-align curriculum offerings
Rationale In 2003-2004, the Hotel & Restaurant Administration Program and the Tourism Program were combined into a single Hospitality and
istration Diploma Program. Curriculum and course combined without a thorough analysis of content from
both programs and the potential for redundancy or gaps. Students currently receive a common first year and select from either Hotel and Restaurant Management or Tourism Management majors for the balance of the program. Most students have selected the Hotel and Restaurant major after
Students are reluctant to select the Tourism Management major.
1. Students who enter the program are less familiar with the tourism industry than with the hotel and restaurant industry. The first-year curriculum does not provide students with an opportunity enhance their own awareness of the tourism industry. The result is that they tend to select the Hotel and Restaurant major because they are more familiar with it.
2. A large majority of the faculty with which students have contact within the first year come from the hotel and restaurant industries. They are better able to model hotel and restaurant related careers than tourism related careers.
This issue can be addressed through:
• Review of curriculum with emphasis on revisions to the first-year curriculum
• Faculty recruitment practices
Establish a faculty working group to review, and revise/re-align curriculum Re-align course offerings in the first year of the program to include more Tourism related courses. Hire more faculty with a Tourism Industry skill base while recruiting for vacant or new positions.
Tourism Adminofferings were
the first year. This has placed the Tourism Management major stream in difficulty of maintaining its viability due to low enrolment.
X
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Timeline 2005-2006 2006-2007 2007-2008 2008-2009 2009-2010
Objectives Activities
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
To expand distance delivery (alternative delivery) during n in order to increase flexible access to courses for n Co-op placement.
Rationale
intersessiostudents o
There is a need to provide more course offerings through distance education. This would enable students to accelerate their coursework while on Co-op placement or to make-up missing course credits. As well, a distance education capacity would enable industry participants to continue their education on a part-time basis. Hospitality and Tourism curriculum is well suited to distance delivery by virtue of it residing the TLM (The Learning Manager) learning content management system (LCMS) where it is accessed by students from their laptops. TLM, however, has not been used in distance delivery at RRC. The program will need to build a partnership with the Distance Education Department and develop strategies on how to deliver its TLM-based curriculum in a distance education environment.
Define development and delivery protocols in conjunction with the Distance Education Department Deliver theory-based courses by distance education
X
X
X
X
X
To promote faculty excellence
Rationale There are inequities in the availability of staff development opportunities among staff and the degree to which individual faculty members participate
ith current skills in the ollege through the CAE
program and other continuing education study. Over time, some faculty has difficulty keeping industry related skills current. Faculty excellence could be maintained more easily if there were a coordinated and cohesive faculty staff development plan.
Evaluate current availability of staff development opportunities and assess their effectiveness Research and identify opportunities for ‘Return to Industry’ Implement a co coordinated, program-wide, staff development plan
Faculty tends to come to the program windustry and develop teaching skills at the c
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Timeline 2005-2006 2006-2007 2007-2008 2008-2009 2009-2010
Objectives Activities
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
Term
1
Term
2
Inte
rses
sion
To implement a focumarketing strategy
sed student recruitment and program
Rationale Industry demand for trained workers who choose the hospitality and tourism industry as a career is increasing. All three DACUM groups identified the requirement for career training for entry into the industry as an emerging trend (as opposed to hiring off the street).
ponded to the hile their enrolments
are sustained and even increasing, fewer students tend to make career commitments to the industry than in the past. Career programs such as the Hospitality and Tourism Administration program need to ensure that student recruitment and marketing activities are designed to attract potential students who are willing to make career commitments to the industry.
dated. These need to be revisited and new relationships need to be
Review present articulation and partnership agreements to assess their currency and value to the program. Renew existing partnerships/articulation agreements as appropriate and develop new relationships. Increase scholarships. Assess opportunities for national and international Co-op placements and expand such placements where they are viable. Increase participation in industry competitions such as Skills Canada.
All institutions with similar programs who resEnvironmental Scan indicate, however, that w
Some existing articulation and partnership agreements, originally created to market the program and increase its profile, are out-
developed.
To upgrade facilities, equipment, and all training resources on a continual basis.
Rationale Industry standards, equipment, and technology are evolving continually. The program must upgrade its training resources on an ongoing basis for students to be adequately prepared when they enter the industry.
Upgrade POS systems Maintain training facilities and equipment to industry standards
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