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CHAPTER 11

Hotel and Lodging Management Individual Series Event

DescriptionThe event consists of a 100-question multiple-choice

comprehensive exam and role-plays.The role-play portion of the event requires

participants to accomplish a task by translating what they have learned into effective, efficient, and spontaneous action.

The five performance indicators specify the distinct tasks the participant must accomplish during the role-play.

(continued on the next slide)

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CHAPTER 11

Hotel and Lodging Management Individual Series Event

DescriptionStudents have ten minutes to prepare their strategy

for the role-play and another ten minutes to explain their strategy to the judge.

The judge can ask questions during or after the presentation.

(continued on the next slide)

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CHAPTER 11

Hotel and Lodging Management Individual Series Event

ScenarioThe Towers Hotel chain has decided to increase its

customer service efforts.To counter the additional costs of the new services,

the Towers Hotel has increased room rates by 20 percent.

You must create a promotional strategy that emphasizes all of the new amenities and downplays the increased room rates.

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CHAPTER 11

Hotel and Lodging Management Individual Series Event

Performance Indicators EvaluatedDetermine services to provide to customers.Demonstrate a customer-service mindset.Explain the role of customer service in creating an

image.Explain factors affecting pricing decisions. (Pricing)Explain the types of promotion to be used.