101 inspirational learning quotes for the hospitality industry
ITHM 101 INTRODUCTION TO THE HOSPITALITY INDUSTRY … · 2014-06-26 · ITHM 101 Introduction to...
Transcript of ITHM 101 INTRODUCTION TO THE HOSPITALITY INDUSTRY … · 2014-06-26 · ITHM 101 Introduction to...
Sistema Universitario Ana G. Méndez
School for Professional Studies
Florida Campuses
Universidad del Este, Universidad Metropolitana, Un iversidad del Turabo
ITHM 101
INTRODUCTION TO THE HOSPITALITY INDUSTRY
INTRODUCCIÓN A LA INDUSTRIA DE LA HOSPITALIDAD
© Sistema Universitario Ana G. Méndez, 2009
Derechos Reservados.
© Ana G. Méndez University System, 2009. All rights reserved.
ITHM 101 Introduction to the Hospitality Industry 2
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
TABLA DE CONTENIDO / TABLE OF CONTENTS
Páginas / Pages
Prontuario ........................................................................................................................ 3
Study Guide .................................................................................................................. 11
Workshop One .............................................................................................................. 19
Taller Dos ...................................................................................................................... 23
Workshop Three ............................................................................................................ 27
Taller Cuatro ................................................................................................................. 31
Workshop Five/Taller Cinco .......................................................................................... 35
Anejo A/Appendix A ...................................................................................................... 37
Anejo B/Appendix B ...................................................................................................... 39
Anejo C/Appendix C ...................................................................................................... 41
Anejo D/Appendix D ...................................................................................................... 43
Anejo E/Appendix E ...................................................................................................... 44
Anejo F/Appendix F ....................................................................................................... 45
Anejo G/Appendix G...................................................................................................... 47
Anejo H/Appendix H ...................................................................................................... 48
Anejo I/Appendix I ......................................................................................................... 49
Anejo J/Appendix J........................................................................................................ 51
Anejo K/Appendix K ...................................................................................................... 52
Anejo L/Appendix L ....................................................................................................... 54
Anejo M/Appendix M ..................................................................................................... 55
Anejo N/Appendix N ...................................................................................................... 56
Anejo O/Appendix O...................................................................................................... 57
Anejo P/Appendix P ...................................................................................................... 58
Anejo Q/Appendix Q...................................................................................................... 59
Anejo R/Appendix R ...................................................................................................... 60
Anejo S/Appendix S ...................................................................................................... 62
Anejo T/Appendix T ....................................................................................................... 63
Anejo U/Appendix U ...................................................................................................... 65
ITHM 101 Introduction to the Hospitality Industry 3
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Prontuario
Título del Curso Introducción a la Industria de la Hospitalidad
Codificación ITHM 101
Duración Cinco Semanas
Pre-requisito N/A
Descripción
Este curso presentará al estudiante las áreas más importantes dentro de la industria del
turismo. Un enfoque especial se le dará a las áreas de Hoteles y Restaurantes. Se
examinará la naturaleza, alcance y significado de esta industria, además de los
elementos principales del sistema turístico.
Objetivos Generales
1. Identificar las oportunidades de empleo disponibles dentro de la industria de la
hospitalidad.
2. Describir el panorama histórico y actual desarrollo de la industria de la hospitalidad.
3. Conocer los diferentes factores que han influenciado cambio y crecimiento en la
industria de la hospitalidad.
4. Identificar los diferentes segmentos de mercados en la industria hoteles y
restaurantes.
5. Explicar la estructura, naturaleza y características operacionales de los diferentes
sectores de la industria de la hospitalidad: Restaurantes, hoteles y servicios
turísticos.
6. Distinguir los departamentos funcionales de un hotel.
7. Reconocer los impactos de la industria del turismo en la economía en el ámbito
estatal o nacional.
8. Explicar cómo se desarrollar un plan de mercadeo para los diferentes sectores
dentro de la industria de la hospitalidad.
Texto y Recursos
Rocco, M. A., & Andrew, N. V. (2007). Hospitality Today, An Introduction (6th
Ed.). The Educational Institute of the AH & LA, Lansing, Michigan.
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Referencias y Materiales Suplementarios
Powers, T., & Borrows, C. (2008). Introduction to Management in the Hospitality
Industry (9th Ed.). John Wiley & Sons, Inc., New York. ISBN # 0-471-35901-7
Evaluación
El esquema de evaluación que se utilizará en este curso es el siguiente:
CRITERIOS %
Asistencia y Puntualidad 20%
Participación y contribución en clase 30%
Trabajos escritos y presentaciones orales
Portafolio del curso
20%
30%
NOTA: Las rúbricas a utilizarse para la evaluación de estas actividades se incluyen
al final del módulo.
1. Asistencia y Puntualidad: La asistencia es mandatoria y la puntualidad representa
ética profesional. El facilitador llevará un registro de las mismas para cada taller y,
al finalizar el curso, utilizará el Anejo A para evaluar a cada estudiante.
2. Participación y Contribución en clase: Se espera que todo estudiante asista a
clases preparado para discutir los temas del día (lecturas, preguntas asignadas,
diario actualizado, etc.) y que participe activamente en cada taller. El Facilitador
evaluará la participación y contribución de cada estudiante al finalizar el curso
utlizando el Anejo B . Tomará en cuenta el grado de participación de cada
estudiante, si se preparó para cada taller y su contribución en el desarrollo de la
clase.
3. Portafolio del curso: Cada estudiante deberá preparar un portafolio del curso
donde reflexionará sobre los temas del curso y sus experiencias en el centro de
práctica. Es importante que cada estudiante trabaje este portafolio a partir de la
primera semana de clases, lo mantenga actualizado y lo traiga a clases cada
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semana para que lo pueda utilizar y el Facilitador lo pueda revisar. El Portafolio
será evaluado utilizando el Anejo C e incluirá las siguientes partes:
a. Tareas semanales: La industria de la hospitalidad es una cambiante día a
día. Los gerentes dentro de esta industria deben ser multitalentosos. A
través de las tares semanales, el estudiante está expuesto a la práctica y a
mantenerse al día en relación a la cambiante industria de la hospitalidad.
Las mismas serán entregadas al finalizar cada taller y el Facilitador devolverá
las tareas en la siguiente clase con las correcciones y recomendaciones a las
mismas. El estudiante podrá revisar, corregir y mejorar esas tareas en
función de los comentarios del Facilitador y lo aprendido en clase. Los
trabajos deberán ser preparados en el idioma del ta ller.
b. Actividades de avalúo: El estudiante deberá incluír todas las actividades de
avalúo realizadas en clase. Las mismas serán avaluadas por el Facilitador
en relación al conocimiento adquirido por el/la estudiante sobre lo discutido
en clase y en relación al dominio del lenguaje del taller respectivo.
El portafolio del curso deberá entregarse en la quinta semana del curso. Sin
embargo, el estudiante debe ir preparando el mismo según progresa el curso para
no acumular trabajo innecesariamente. La presentación es importante y debe estar
preparado y organizado profesionalmente. Debe incluir cada una de las secciones
debidamente organizadas y rotuladas. El mismo debe estar redactado utilizando el
estilo APA.
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Descripción de las Normas del Curso
1. Este curso sigue el modelo “Discipline-Based Dual Language Immersion Model®”
del Sistema Universitario Ana G. Méndez, el mismo esta diseñado para promover el
desarrollo de cada estudiante como un profesional bilingüe. Cada taller será
facilitado en inglés y español, utilizando el modelo 50/50. Esto significa que cada
taller deberá ser conducido enteramente en el lenguaje especificado. Los lenguajes
serán alternados en cada taller para asegurar que el curso se ofrece 50% en inglés
y 50% en español. Para mantener un balance, el módulo debe especificar que se
utilizarán ambos idiomas en el quinto taller, dividiendo el tiempo y las actividades
equitativamente entre ambos idiomas. Si un estudiante tiene dificultad en hacer una
pregunta en el idioma especificado, bien puede escoger el idioma de preferencia
para hacer la pregunta. Sin embargo, el facilitador deberá contestar la misma en el
idioma designado para ese taller. Esto deberá ser una excepción a las reglas pues
es importante que los estudiantes utilicen el idioma designado. Esto no aplica a los
cursos de lenguaje que deben ser desarrollados en el idioma propio todo en inglés o
todo en español según aplique.
2. El curso es conducido en formato acelerado, eso requiere que los estudiantes se
preparen antes de cada taller de acuerdo al módulo. Cada taller requiere un
promedio de diez (10) horas de preparación y en ocasiones requiere más.
3. La asistencia a todos los talleres es obligatoria. El estudiante que se ausente al
taller deberá presentar una excusa razonable al facilitador. El facilitador evaluará si
la ausencia es justificada y decidirá como el estudiante repondrá el trabajo perdido,
de ser necesario. El facilitador decidirá uno de los siguientes: permitirle al estudiante
reponer el trabajo o asignarle trabajo adicional en adición al trabajo a ser repuesto.
Toda tarea a ser completada antes del taller deberá ser entregada en la fecha
asignada. El facilitador ajustará la nota de las tareas repuestas.
4. Si un estudiante se ausenta a más de un taller el facilitador tendrá las siguientes
opciones:
• Si es a dos talleres, el facilitador reducirá una nota por debajo basado en la
nota existente.
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• Si el estudiante se ausenta a tres talleres, el facilitador reducirá la nota a dos
por debajo de la nota existente.
5. La asistencia y participación en clase de actividades y presentaciones orales es
extremadamente importante pues no se pueden reponer. Si el estudiante provee
una excusa válida y verificable, el facilitador determinará una actividad equivalente a
evaluar que sustituya la misma. Esta actividad deberá incluir el mismo contenido y
componentes del lenguaje como la presentación oral o actividad a ser repuesta.
6. En actividades de grupo el grupo será evaluado por su trabajo final. Sin embargo,
cada miembro de grupo deberá participar y cooperar para lograr un trabajo de
excelencia, pero recibirán una calificación individual.
7. Se espera que todo trabajo escrito sea de la autoría de cada estudiante y no
plagiado. Se debe entender que todo trabajo sometido esta citado apropiadamente
o parafraseado y citado dando atención al autor. Todo estudiante debe ser el autor
de su propio trabajo. Todo trabajo que sea plagiado, copiado o presente trazos de
otro será calificado con cero (vea la política de honestidad académica).
8. Si el facilitador hace cambios al módulo o guía de estudio, deberá discutirlos y
entregar copia a los estudiantes por escrito al principio del primer taller.
9. El facilitador establecerá los medios para contactar a los estudiantes proveyendo su
correo electrónico, teléfonos, y el horario disponibles.
10. EL uso de celulares esta prohibido durante las sesiones de clase; de haber una
necesidad, deberá permanecer en vibración o en silencio.
11. La visita de niños y familiares no registrados en el curso no está permitida en el
salón de clases.
12. Todo estudiante está sujeto a las políticas y normas de conducta y comportamiento
que rigen al SUAGM y el curso.
Nota: Si por alguna razón no puede acceder las dire cciones electrónicas
ofrecidas en el módulo, no se limite a ellas. Exis ten otros motores de búsqueda y
sitios Web que podrá utilizar para la búsqueda de l a información deseada. Entre
ellas están:
ITHM 101 Introduction to the Hospitality Industry 8
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
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• www.google.com
• www.altavista.com
• www.ask.com
• www.excite.com
• www.pregunta.com
• www.findarticles.com
• www.telemundo.yahoo.com
• www.bibliotecavirtualut.suagm.edu
• www.eric.ed.gov/
• www.flelibrary.org/
El/la facilitador(a) puede realizar cambios a las d irecciones electrónicas y/o
añadir algunas de ser necesario.
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Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Filosofía y Metodología Educativa
Este curso está basado en la teoría educativa del Constructivismo.
Constructivismo es una filosofía de aprendizaje fundamentada en la premisa, de que,
reflexionando a través de nuestras experiencias, podemos construir nuestro propio
conocimiento sobre el mundo en el que vivimos.
Cada uno de nosotros genera nuestras propias “reglas “y “métodos mentales”
que utilizamos para darle sentido a nuestras experiencias. Aprender, por lo tanto, es
simplemente el proceso de ajustar nuestros modelos mentales para poder acomodar
nuevas experiencias. Como facilitadores, nuestro enfoque es el mantener una
conexión entre los hechos y fomentar un nuevo entendimiento en los estudiantes.
También, intentamos adaptar nuestras estrategias de enseñanza a las respuestas de
nuestros estudiantes y motivar a los mismos a analizar, interpretar y predecir
información.
Existen varios principios para el constructivismo, entre los cuales están:
1. El aprendizaje es una búsqueda de significados. Por lo tanto, el aprendizaje debe
comenzar con situaciones en las cuales los estudiantes estén buscando
activamente construir un significado.
2. Significado requiere comprender todas las partes. Y, las partes deben entenderse
en el contexto del todo. Por lo tanto, el proceso de aprendizaje se enfoca en los
conceptos primarios, no en hechos aislados.
3. Para enseñar bien, debemos entender los modelos mentales que los estudiantes
utilizan para percibir el mundo y las presunciones que ellos hacen para apoyar
dichos modelos.
4. El propósito del aprendizaje, es para un individuo, el construir su propio significado,
no sólo memorizar las contestaciones “correctas” y repetir el significado de otra
persona. Como la educación es intrínsicamente interdisciplinaria, la única forma
válida para asegurar el aprendizaje es hacer del avalúo parte esencial de dicho
proceso, asegurando que el mismo provea a los estudiantes con la información
sobre la calidad de su aprendizaje.
5. La evaluación debe servir como una herramienta de auto-análisis.
ITHM 101 Introduction to the Hospitality Industry 10
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
6. Proveer herramientas y ambientes que ayuden a los estudiantes a interpretar las
múltiples perspectivas que existen en el mundo.
7. El aprendizaje debe ser controlado internamente y analizado por el estudiante.
ITHM 101 Introduction to the Hospitality Industry 11
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Study Guide
Course Title Introduction to the Hospitality Industry
Code ITHM 101
Time Length Five Weeks
Pre-requisite NA
Description
This course will introduce the student to the most important areas within the travel
and tourism industries. Special importance will be given to Lodging, and Food and
Beverage operations. It will examine the nature, scope, and significance of the
Industry and the major elements of the tourism system.
General Objectives
1. Identify the opportunities available of pursuing a hospitality career
2. Describe the history and development of the hospitality industry.
3. Understand the key factors affecting change and growth in the hospitality industry.
4. Identify and describe the various hotel markets and industry trends.
5. To understand the structure, nature and operating characteristics of the different
sectors of the hospitality industry: food service, lodging and tourism.
6. Understand the major functional departments of a hotel.
7. To provide an opportunity for further developing those skills that are important to
learning, e.g. library skills, study skills, and so forth.
8. Understand the impact of the Tourism industry on local and national economies.
Texts and Resources
Rocco, M. A., & Andrew, N. V. (2007). Hospitality Today, An Introduction (6th
Ed.). The Educational Institute of the AH & LA, Lansing, Michigan.
References and Supplementary Materials
Powers, T., & Borrows, C. (2008). Introduction to Management in the Hospitality
Industry (9th Ed.). John Wiley & Sons, Inc., New York. ISBN # 0-471-35901-7
ITHM 101 Introduction to the Hospitality Industry 12
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Evaluation
Students in this course will be evaluated as follows:
Criteria %
Attendance and punctuality 20%
Class Participation 30%
Written papers and oral presentations
Course Portfolio
20%
30%
NOTE: The rubrics to be used for these evaluations are included at the end of the
module.
1. Attendance and punctuality: Attendance is mandatory, and being punctual reflects a
professional ethic. The facilitator will register the student’s performance for both in
every workshop, and at the end of the course. The facilitator will evaluate each
student with the rubric in Appendix A .
2. Class participation and contribution: All students are expected to attend class
prepared to discuss workshop topics (readings, assigned questions, study cases, etc.),
and to actively participate in class. The Facilitator will evaluate the student’s overall
class participation, at the end of the course. They will use Appendix B ; taking into
consideration the degree of participation, if it shows the student’s degree of
preparation for class, and how much this participation contributed to the class’
development.
3. Course portfolio: Each student must prepare a course portfolio, where he/she will
reflect on course topics and development. It is important that all students work on their
portfolio beginning the first week of class, and keeping it up-to-date. They should also
bring it to class for discussion and Facilitator review. The Portfolio will be evaluated by
the Facilitator using Appendix C , and it should include the following sections:
a. Weekly assignments: Assignments before every workshop are a
fundamental component of class participation. The students will complete
these assignments in the language of the workshop, and turn in those
ITHM 101 Introduction to the Hospitality Industry 13
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required at the end of the workshop. The Facilitator will return the
assignments on the next workshop with the suggested corrections. The
students should revise, correct and improve these assignments, based upon
the Facilitator’s comments. They should show what was learned in class and,
include this in their portfolios.
b. Assessment Activities: The student will include all the assessment
activities completed in class. The Facilitator will evaluate these activities in
relationship with the student’s gain in knowledge of the topics discussed in
class. They will also be evaluated for their performance in the dominant
language of the workshop.
Guidelines to prepare the portfolio
1. Determination of sources of content
The following, but not limited to, documentation will be included:
a. Projects, surveys, and reports.
b. Oral presentations
c. Essays: dated writing samples to show progress
d. Research papers: dated unedited and edited first drafts to show progress
e. Written pieces that illustrate critical thinking about readings: response or
reaction papers.
f. Class notes, interesting thoughts to remember, etc.
g. Learning journals, reflective diaries.
h. Self assessments, peer assessments, facilitator assessments.
i. Notes from student-facilitator conferences.
2. Organization of documentation
Documentation will be organized by workshop, and by type of assignment within
workshops. Workshops will be separated from one another using construction paper
or paper of different colors, with tabs indicating the workshop number.
3. Presentation of the portfolio
• Documentation will be posted in a binder or in a digital version (e-portfolio).
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• The Portfolio Informational Sheet will be placed in the transparent front pocket
of the binder for identification purposes (Appendix D ).
• The cover page will follow exactly APA guidelines applied to a cover page of
research papers submitted at Metro Orlando Campus. This cover page will be
placed at the beginning of the portfolio.
• A log of entries that can be expanded with each new entry properly
numbered. The table, which should be located at the beginning, should
include a brief description, date produced, date submitted, and date evaluated
(Appendix E ).
• Introduction and conclusion of the income and outcome of the portfolio.
• Documentation and reflection process (Appendix F ) required in each
workshop.
• Self assessment of the portfolio (Appendix G ).
• A list of references and appendices of all assignments included will be added
to the end of the portfolio.
• Letter of Use and Return or Use and Discard of Portfolio (Appendices H, & I )
• The entire portfolio will follow APA style: Arial, Courier or Times New Roman
font, size 12, double space, and 1-inch margins. See a “Publication Manual of
the APA, Fifth Edition.”
ITHM 101 Introduction to the Hospitality Industry 15
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Description of course policies
1. This course follows the Sistema Universitario Ana G. Méndez Discipline-Based Dual
Language Immersion Model® designed to promote each student’s development as a
Dual Language Professional. Workshops will be facilitated in English and Spanish,
strictly using the 50/50 model. This means that each workshop will be conducted
entirely in the language specified. The language used in the workshops will
alternate to insure that 50% of the course will be conducted in English and 50% in
Spanish. To maintain this balance, the course module may specify that both
languages will be used during the fifth workshop, dividing that workshop’s time and
activities between the two languages. If students have difficulty with asking a
question in the target language in which the activity is being conducted, students
may choose to use their preferred language for that particular question. However,
the facilitator must answer in the language assigned for that particular day. This
should only be an exception as it is important for students to use the assigned
language. The 50/50 model does not apply to language courses where the delivery
of instruction must be conducted in the language taught (Spanish or English only).
2. The course is conducted in an accelerated format and requires that students prepare
in advance for each workshop according to the course module. Each workshop
requires an average ten hours of preparation but could require more.
3. Attendance at all class sessions is mandatory. A student that is absent to a
workshop must present the facilitator a reasonable excuse. The facilitator will
evaluate if the absence is justified and decide how the student will make up the
missing work, if applicable. The facilitator will decide on the following: allow the
student to make up the work, or allow the student to make up the work and assign
extra work to compensate for the missing class time.
Assignments required prior to the workshop must be completed and turned in on the
assigned date. The facilitator may decide to adjust the grade given for late
assignments and make-up work.
4. If a student is absent to more than one workshop the facilitator will have the
following options:
ITHM 101 Introduction to the Hospitality Industry 16
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
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• If a student misses two workshops, the facilitator may lower one grade based
on the students existing grade.
• If the student misses three workshops, the facilitator may lower two grades
based on the students existing grade.
5. Student attendance and participation in oral presentations and special class
activities are extremely important as it is not possible to assure that they can be
made up. If the student provides a valid and verifiable excuse, the facilitator may
determine a substitute evaluation activity if he/she understands that an equivalent
activity is possible. This activity must include the same content and language
components as the oral presentation or special activity that was missed.
6. In cooperative activities the group will be assessed for their final work. However,
each member will have to collaborate to assure the success of the group and the
assessment will be done collectively as well as individually.
7. It is expected that all written work will be solely that of the student and should not be
plagiarized. That is, the student must be the author of all work submitted. All quoted
or paraphrased material must be properly cited, with credit given to its author or
publisher. It should be noted that plagiarized writings are easily detectable and
students should not risk losing credit for material that is clearly not their own (see
Academic Honesty Policy).
8. If the Facilitator makes changes to the study guide, such changes should be
discussed with and given to students in writing at the beginning of the first workshop.
9. The facilitator will establish a means of contacting students by providing an email
address, phone number, hours to be contacted and days.
10. The use of cellular phones is prohibited during sessions; if there is a need to have
one, it must be on vibrate or silent mode during class session.
11. Children or family members that are not registered in the course are not allowed to
the classrooms.
12. All students are subject to the policies regarding behavior in the university
community established by the institution and in this course.
ITHM 101 Introduction to the Hospitality Industry 17
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Note: If for any reason you cannot access the URL’s presented in the module, do
not stop your investigation. There are many search engines and other links you
can use to search for information. These are some examples:
• www.google.com
• www.altavista.com
• www.ask.com
• www.excite.com
• www.pregunta.com
• www.findarticles.com
• www.telemundo.yahoo.com
• www.bibliotecavirtualut.suagm.edu
• www.eric.ed.gov/
• www.flelibrary.org/
The facilitator may make changes or add additional web resources if deemed
necessary.
ITHM 101 Introduction to the Hospitality Industry 18
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Teaching Philosophy and Methodology
This course is grounded in the learning theory of Constructivism. Constructivism
is a philosophy of learning founded on the premise that, by reflecting on our
experiences, we construct our own understanding of the world in which we live.
Each of us generates our own “rules” and “mental models,” which we use to make
sense of our experiences. Learning, therefore, is simply the process of adjusting our
mental models to accommodate new experiences. As teachers, our focus is on making
connections between facts and fostering new understanding in students. We will also
attempt to tailor our teaching strategies to student responses and encourage students to
analyze, interpret and predict information. There are several guiding principles of
constructivism:
1. Learning is a search for meaning. Therefore, learning must start with the issues
around which students are actively trying to construct meaning.
2. Meaning requires understanding wholes as well as parts. And parts must be
understood in the context of wholes. Therefore, the learning process focuses on
primary concepts, not isolated facts.
3. In order to teach well, we must understand the mental models that students use to
perceive the world and the assumptions they make to support those models.
4. The purpose of learning is for an individual to construct his or her own meaning, not
just memorize the "right" answers and regurgitate someone else's meaning. Since
education is inherently interdisciplinary, the only valuable way to measure learning is
to make the assessment part of the learning process, ensuring it provides students
with information on the quality of their learning.
5. Evaluation should serve as a self-analysis tool.
6. Provide tools and environments that help learners interpret the multiple perspectives
of the world.
7. Learning should be internally controlled and mediated by the learner.
ITHM 101 Introduction to the Hospitality Industry 19
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Workshop One
Specific Objectives
At the end of this workshop, the student will:
1. Describe how hotels organize their sales department and summarize the
characteristics and qualities salepersons should possess.
2. Identify the marketing mix in lodging, and develop a marketing plan.
3. Define advertising, what an advertiser needs, advertising agencies, and how to
create effective adverstising.
4. Explain the role and importance of public relations, publicity, and sales promotion
for hospitality business.
5. Understand and prepare a SWOT analysis within the hospitality industry.
Language Objectives
The student will:
1. Compose an essay proposing a solution using a variety of vocabulary, including
technical jargon in an appropriate manner.
2. Identify the relevant needs to develop an action plan to address these needs
effectively.
3. Express him/herself appropriately in English.
URLs
Hotels
Business Process Reengineering and Innovation http://www.brint.com/
Fairmont Hotels http://www.fairmont.com/
Hampton Inn http://www.hampton-inn.com/
Hyatt Hotels Corporation http://www.hyatt.com/
Inc. Online http://www.inc.com/
Marriott International http://www.marriott.com/
National Restaurant Association http://www.restaurant.org/
Ritz-Carlton Hotels http://www.ritzcarlton.com/
Strategy & Business http://www.strategy-business.com/
ITHM 101 Introduction to the Hospitality Industry 20
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Four P’s
http://marketing.about.com/od/marketingplanandstrategy/a/marketingmix.htm
http://www.sfc.ucdavis.edu/agritourism/factsheets/market2.html
http://www.wilsonweb.com/wmt5/plan-4p.htm
SWOT Analysis
http://www.marketingteacher.com/Lessons/lesson_swot.htm
http://www.businessballs.com/swotanalysisfreetemplate.htm
http://www.quickmba.com/strategy/swot/
Assignments before Workshop One
1. Carefully read the module and come to class prepared with any questions or doubts
that need explanation.
2. Read the recommended URL’s, textbooks and other reference materials. Pay close
attention to the rubrics in the Appendix section. These rubrics will be used to
evaluate your academic performance through the class.
3. Complete Appendix J, “Course Expectations”, to discuss it in class.
4. Read topic “The Marketing Concept” from the suggested textbook. Write an essay
in APA style, with perfect grammar, punctuation, and syntax, while giving their
personal opinion summarizing the characteristics and qualities salepersons should
possess. Turn this assignment in at the end of the workshop. The Facilitator will
evaluate this essay using Appendix K.
5. Using the recommended URLs, look for information about SWOT analysis. Bring
your findings to discuss them in class.
6. Make a selection of one the hospitality lodging listed below, and develop a Marketing
Plan to discuss in class. Turn this assignment in at the end of the workshop.
a. Resort
b. Motel
c. Convention Hotels
d. Business Center Hotel
e. Timeshare Property
ITHM 101 Introduction to the Hospitality Industry 21
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
7. Prepare a 30 minutes power point presentation discussing and explaining a SWOT
analysis within the hospitality industry. The facilitator will evaluate this presentation
with Appendix L. It should include the following segments:
a. S.W.O.T analysis
b. Four P’s
c. Sales
d. Advertising
e. Promotion
f. Publicity
Activities
1. The facilitator and the students will introduce themselves by engaging in an
icebreaking activity suggested by the facilitator.
2. The Facilitator will explain in detail the class module, and will answer any questions
or concerns from the students regarding the course. He/she will turn in a syllabus
with any changes made to the module if applicable.
3. The Facilitator will explain Appendix M, “Student Progress Report”, and will answer
any questions or doubts about it.
4. The Facilitator will explain the importance of the Student Representative and, the
group will choose a candidate to represent them at the Student Representatives’
meeting.
5. The students will discuss Appendix J, “Course Expectations”, and the Facilitator will
align the students’ input to the course objectives.
6. The students and the Facilitator will discuss the topic “The Marketing Concept” from
the suggested textbook.
7. The Facilitator and students will discuss what S.W.O.T. analysis is, and the
development of a marketing plan for a lodging facility.
8. The students will discuss their oral presentation. The Facilitator will evaluate it using
Appendix L.
9. The Facilitator will explain the assignments for the next workshop.
ITHM 101 Introduction to the Hospitality Industry 22
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Assessment
1. The students will complete and, discuss with the rest of the class Appendix N, “VIP
Words”.
2. The Facilitator will assess student participation in content and language through the
workshop using Appendix M, “Student Progress Report”.
ITHM 101 Introduction to the Hospitality Industry 23
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Taller Dos
Objetivos Específicos
Al finalizar el taller, el estudiante podrá:
1. Describir y comparar los diferentes tipos de clientes que tiene la industria hotelera y
que tipos de propiedades sirven sus necesidades.
2. Identificar los diferentes eventos que han influenciado el desarrollo de la industria
Hotelera.
3. Reconocer las diferentes formas de catalogar los hoteles e identificar los pasos a
seguir para desarrollar el plan de viabilidad para el desarrollo de un hotel.
4. Explicar la organización de los hoteles y las funciones de sus diferentes
departamentos.
5. Describir los diferentes tipos de controles financieros utilizados por los hoteles para
evaluar sus operaciones.
Objetivos de Lenguaje
El estudiante podrá:
1. Traducir del inglés al español una investigación donde describa y compare los
diferentes tipos de clientes que tiene la industria hotelera y que tipos de
propiedades sirven sus necesidades
2. Después de leer una seccion, explicar la organización de los hoteles y las
funciones de sus diferentes departamentos utilizando excelente gramática y
puntuación en español.
3. Expresarse apropiadamente en español.
Direcciones Electrónicas
Hoteles
Best Western Hotels: http://www.bestwestern.com
Bison.com: http://www.bison1.com
Cendant Corporation: http://www.cendant.com
Choice Hotels: http://www.hotelchoice.com
Days Inn: http://www.daysinn.com/
Embassy Suites: http://www.embassy-suites.com/Hilton Hotels
ITHM 101 Introduction to the Hospitality Industry 24
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Hilton Hotels: http://www.hilton.com
Holyday Inn Hotels: http://www.holiday-inn.com/
Host Marriot Corporation: http://www.hostmarriot.com
Hyat Hotels: http://www.hyatt.com/
Interval International http://www.intervalworld.com
Mandarin Oriental Hotel: http://www.mandarin-oriental.com/
Marriott International: http://www.marriott.com/
Motel 6: http://www.motel6.com
Starwood Hotels http://www.starwood.com
Walt Disney Corporation: http://www.disney.com/
Westin Hotels: http://www.westin.com
Tareas asignadas antes del Taller Dos
1. Lea el tema “Understanding the World of Hotels” y “Hotel Organization” del texto
sugerido y conteste las preguntas de repaso para discutir en el taller.
2. Visite el portal (Hotels Magazine) http://www.hotelsmag.com
a. Seleccione dos artículos bajo la sección “Editorial Archive” y describa
cómo los hoteles han adoptado nuevas prácticas para satisfacer las
necesidades de sus clientes y la sociedad. Entregue esta tarea al finalizar
el taller.
3. Entreviste al gerente de un hotel y escriba cuáles son los deberes y
responabilidades de dicha posición para discutir en clase. Entregue esta tarea al
finalizar el taller.
4. Utilizando los recursos sugeridos u otros, describa y comparare los diferentes tipos
de clientes que tiene la industria hotelera y que tipos de propiedades sirven sus
necesidades para discutir en clase.
5. Utilizando los recursos sugeridos u otros, explique la organización de los hoteles y
las funciones de sus diferentes departamentos.
6. Visite el portal Interval International http://www.intervalworld.com y conteste las
siguientes preguntas para entregar al finalizar el taller:
a. ¿Qué tipo de servicios ofrece esta compañía?
ITHM 101 Introduction to the Hospitality Industry 25
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
b. ¿Qué beneficios podría tener una persona que compra una propiedad de
tiempo compartido “time share” al utilizar estos servicios?
c. ¿Cuáles son las ventajas y desventajas de comprar unas propiedades de
tiempo compartido?
d. ¿Qué tipo de clientes normalmente compra un “time share?”
7. Visite el siguiente portal Starwood Hotels http://www.starwood.com y entregue esta
tarea al finalizar el taller.
a. Mencione los diferentes tipos de hoteles que operan bajo el nombre
Starwood.
b. Describa cada uno de estos hoteles de acuerdo con su localización,
precios, servicios y facilidades. Describe que tipo de cliente visitaría cada
uno de estos hoteles.
c. De los hoteles de Starwood, cuáles se consideran franquicias o
management contracts? Explique los beneficios de obtener una franquicia
o un “management company” de esta cadena de hoteles.
Actividades
1. El Facilitador y los estudiantes discutirán cómo se desarrolla un nuevo hotel:
selección del lugar, estudio de viabilidad y financiamiento.
2. La clase se dividirá en grupos de cinco estudiantes para discutir el estudio de caso
To Flag or not to Flag que se encuentra en el Anejo O.
3. Los estudiantes compartiran sus hallazgos sobre la tarea #2.
4. El Facilitador y los estudiantes discutirán en pleno cuáles son los deberes y
responsabilidades de un Gerente de Hotel.
5. En grupos de cinco estudiantes, compartirán sus hallazgos sobre la tarea #3 y
resumirán que es “Tiempo Compartido” en la industria de los hoteles.
6. Los estudiantes compartiran sus hallazgos sobre la tarea #4.
7. Discusión grupal sobre los diferentes departamentos que componen un hotel
a. Centro de Ganancias (“Revenue Centres”)
b. “Front Office”/Reservaciones/”Housekeeping”/Uniform Services”
c. Alimentos y bebidas/Banquetes/Room Service/Bars”
ITHM 101 Introduction to the Hospitality Industry 26
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
d. Otras Areas: “Telephone Services /Consessions
Rentals/Comisions/Recreation”
e. Centros de Costos (“Cost Centres”)
f. Ingeniería
g. Recursos Humanos
h. Mercadeo y ventas
i. Contabilidad
9. Discusión y análisis en pleno de controles financieros utilizados en la operación de
hoteles:
a. The Income Statement
b. The Balance Sheet
c. ADR, Occupancy Percentage, RevPar
10. El Facilitador explicará las tareas para el próximo taller.
Avalúo
1. Los estudiantes completarán el Anejo P, “Tarjeta de Aplicación”.
2. El Facilitador avaluará la participación de cada estudiante en relación al contenido
del taller y su dominio del idioma utilizando el Anejo M.
ITHM 101 Introduction to the Hospitality Industry 27
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Workshop Three
Specific Objectives
At the end of this workshop, the students will be able:
1. Differentiate and describe the different industry segments that comprise the
restaurant industry.
2. Identify the different trends that are shaping the restaurant industry.
3. Summarize the different steps related to the development of a feasibility study and
outline the process to develop a restaurant concept.
4. Define the different customer segments related to the restaurant industry.
5. Explain how restaurants menus are organized and explain the different types of
menus for different establishments.
6. Describe control systems related to the restaurant industry and compare financial
controls used for these operations.
Language Objectives
The student will:
1. Express their personal opinion about the different trends that are shaping the
restaurant industry, using excellent oral command of the language.
2. Given a work-related problem scenario, the DLP will compose an essay proposing a
solution using a variety of vocabulary, including technical jargon in an appropriate
manner.
3. Propose solutions for daily work problems.
URLs
Restaurants
Benihana Restaurant: http://www.benihana.com
Burger King: http://www.burgerking.com/
Chili’s Grill and Bar: http://www.chilis.com
Chilis Restaurnats: http://www.chilis.com/
Dominos Pizza: http://www.dominos.com/
Fridays: http://www.tgifridays.com/
Kentuky Fried Chcken: http://www.kfc.com/
ITHM 101 Introduction to the Hospitality Industry 28
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
McDonald’s: http://www.mcdonalds.com/
Outback steak House: http://www.outbacksteakhouse.com/
Pizza Hut: http://www.pizzahut.com/
Taco Bell: http://www.tacobell.com/
The Olive Garden: http://www.olivegarden.com/
Wendys: http://www.wendys.com/
Assignments before Workshop Three
1. Read topics “Understanding the Restaurant Industry” from the suggested textbook,
and answer the review questions to discuss them in class. Turn in this assignment
at the end of the workshop.
2. Read topics ““Restaurant Organization and Management” from the suggested
textbook, and answer the review questions to discuss them in class. Turn in this
assignment at the end of the workshop.
3. Write a brief summary expressing your opinion about the different trends that are
shaping the restaurant industry for an oral presentation. The Facilitator will evaluate
this presentation using Appendix L.
4. Write a three pages APA style essay differentiating and describing the different
industry segments that comprise the restaurant industry, using correct grammar,
syntax and verb usage. Turn this assignment in at the end of the workshop. The
Facilitator will evaluate this essay using Appendix K.
5. Visit the website http://www.rimag.com (Restaurant and Institutions)
a. Click on the “Archive” to find articles featuring independent restaurants. Every
year, the April issue of “Restaurant and Institutions” has a major article
featuring Independent restaurants.
b. Read 3 articles on independent restaurants for three different years. Explain
what are independent restaurant striving to do maintain a competitive
advantage with chain restaurants.
c. Turn in this assignment at the end of the workshop.
6. Read topic Franchising is Big Business”, and review the top 50 restaurants for 2008,
and evaluate the top ten restaurants. Answer the following questions:
ITHM 101 Introduction to the Hospitality Industry 29
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
a. What restaurants are independently own and which are chain restaurants?
b. What different guest segments do these restaurants serve?
c. What type of menus do these restaurants offer?
d. Bring your findings to discuss them in class.
7. Select three different food service establishments (Cafeterias, Theme Restaurants,
Fast Food restaurants, Bar, Family Style Restaurant, etc.) and compare their menus.
Your comparison should include: menu items served, prices, quality of food, style of
service, ambiance, and location. Identify what type of customer will visit each of the
establishments that you visited. Turn in this assignment at the end of the workshop.
Activities
1. The Facilitator and the group will discuss the different segments and services of the
restaurant industry.
2. The Facilitator and the group will discuss how to develop a successful restaurant:
a. The Concept
b. Site Selection
c. Feasibility Study
3. Students will present their brief summary expressing their personal opinion about the
different trends that are shaping the restaurant industry.The Facilitator will evaluate
this presentation using Appendix L.
4. The students will share their articles on assignment #5.
5. The Facilitator will divide the class in groups of five students to discuss how
Restaurants are categorized and the importance of understanding the different
market segments that are served using Appendix Q: “Restaurants Services: A
Matching Game”.
6. The Facilitator and the students will discuss the Financial Controls used in the
restaurant industry.
a. The Income Statement
b. The Balance Sheet
c. Food Cost %, Average Check, Inventories
d. Food Cost and Cost Control Cycle.
ITHM 101 Introduction to the Hospitality Industry 30
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
7. In groups of five, the students will analyze Case Study: The Forum takes Wings
(Appendix R), and bring a summary to the rest of the class.
8. The Facilitator will discuss assigments for the next workshop.
Assessment
1. The students will complete and discuss with the rest of the class Appendix S, “Give
Me 3-2-1”.
2. The facilitator will assess student participation in content and language through the
workshop using Appendix M.
ITHM 101 Introduction to the Hospitality Industry 31
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Taller Cuatro
Objetivos Específicos
Al finalizar el Taller, el estudiante podrá:
1. Definir lo que es servicio y explicar los desafíos que hay para manejar y mercadear
una empresa en la industria de servicio en comparación a la industria de la
manufactura.
2. Explicar las razones que motivan a que las personas viajen.
3. Identificar las razones por las cuales las personas estudian Gerencia en
Hospitalidad.
4. Evaluar que tipos de empleo que están disponibles en las diferentes áreas que
componen la industria de servicios y cuáles son los pasos a seguir para adquirir un
empleo en la industria.
5. Preparar un resumé y conducirse profesionalmente en una entrevista de trabajo.
Objetivos de Lenguaje
El estudiante podrá:
1. Dada una sección en inglés, podrá reproducir la misma en el idioma español
explicando como los cambios demográficos y psicográficos de la población
norteamericana impactan la demanda en la industria de hoteles y restaurantes.
2. Resumir las ideas principales utilizando excelente gramática y puntuación en
español, explicando la evolución de la industria de hoteles y restaurantes con
relación a eventos históricos en el ámbito mundial.
3. Expresarse apropiadamente en español.
Direcciones Electrónicas
Hoteles
Days Inn: http://www.daysinn.com/
Embassy Suites: http://www.embassy-suites.com/Hilton Hotels
Holyday Inn Hotels: http://www.holiday-inn.com/
Hyat Hotels: http://www.hyatt.com/
Mandarin Oriental Hotel: http://www.mandarin-oriental.com/
Marriott International: http://www.marriott.com/
ITHM 101 Introduction to the Hospitality Industry 32
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Walt Disney Corporation: http://www.disney.com/
Restaurantes
Burger King: http://www.burgerking.com/
Chilis Restaurnats: http://www.chilis.com/
Dominos Pizza: http://www.dominos.com/
Fridays: http://www.tgifridays.com/
Kentuky Fried Chcken: http://www.kfc.com/
McDonald's: http://www.mcdonalds.com/
Outback steak House: http://www.outbacksteakhouse.com/
Taco Bell: http://www.tacobell.com/
Pizza Hut: http://www.pizzahut.com/
The Olive Garden: http://www.olivegarden.com/
Wendys: http://www.wendys.com/
Oportunidades de empleo
Career Builder: http://www.careerbuilder.com
Hospitality Adventures: http://ww.hospitalityadventures.com
Hospitality Careers: http://www.hospitality.careerbuilder.com
Hospitality Careers: http://www.outdoorhospitalitycareers.com/
Monster Jobs:http://www.monster.com/
Int. Assoc. of Convention and Visitors bureau: http://www.iacvb.org
Restaurant Careers: http://www.restaurant.org/careers/
Restaurant Jobs: http://www.restaurantjobs.com/
Resumé
http://resume.monster.com/?WT_srch=1
http://www.pongoresume.com/index.cfm
Tareas a realizar antes del Taller Cuatro
1. Busque tres definiciones de hospitalidad. Compárelas y desarrolle su propia
definición de dicho concepto. Su definición no debe tener más de cinco (5)
palabras. Entregue esta tarea al finalizar el taller.
ITHM 101 Introduction to the Hospitality Industry 33
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
2. Lea los temas “Service makes the difference” y “The Travel and Tourism Industry”
del texto sugerido y conteste las preguntas de repaso que se encuentran al finalizar
cada tema para discutir en clase. Entregue esta tarea al Facilitador al terminar la
clase.
3. Utlizando los recursos mencionados o los suyos propios busque información sobre
la evolución de la industria de hoteles y restaurantes con relación a eventos
históricos en el ámbito mundial. Escriba un ensayo de tres páginas en estilo APA
con respecto al tema. Entregue esta tarea al finalizar el taller. El Facilitador evaluará
dicho ensayo utilizando el Anejo K.
4. Lea el tema “Exploring Hospitality Careers” del texto sugerido, y luego, visite las
siguientes direcciones electrónicas o cualquier otra que ofrezca oportunidades de
empleo dentro de la industria de la hospitlidad:
Monster Jobs: http://www.monster.com/
Career Builder: http://www.careerbuilder.com
Hospitality Careers: http:/www.hospitality.careerbuilder.com
Hospitality Adventures: http:www.hospitalityadventures.com
Hospitality Careers: http://www.outdoorhospitalitycareers.com/
Restaurant Careers: http://www.restaurant.org/careers/
Restaurant Jobs: http://www.restaurantjobs.com/
Int. Assoc. of Convention and Visitors bureau: http://www.iacvb.org
5. Prepare un listado de siete (7) diferentes tipos de empleo que hay disponibles en la
industria de la hospitalidad. Seleccione aquellas posiciones que sean de interés o
que le llame la atención por su particularidad. Escriba un resumen de cada posición
que seleccionó e incluya la siguiente información:
a. Títulos de las posiciones seleccionadas.
b. Nombre de las Compañías o Empresas.
c. ¿Que tipos de servicios ofrecen estas compañías?
d. ¿Que requisitos usted necesitaría para adquirir estos empleos?
e. ¿Qué le llamo la atención en particular de esos empleos (ejemplo: salario,
localización, compañía, tareas y responsabilidades, etc.)?
ITHM 101 Introduction to the Hospitality Industry 34
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
f. Genere una opinión sobre los beneficios que le brindarían estas posiciones
para su desarrollo profesional y que debería hacer usted en términos de
planificación profesional para lograr adquirir estos empleos.
6. Utilizando los recursos sugeridos o los suyos propios, prepare un Resumé
Profesional para entregar al finalizar la clase. Venga preparado para simular una
entrevista. Puede utilizar cualquier formato profesional para la preparación de su
resumé. Se requiere vestimenta profesional para el este taller.
Actividades
1. El Facilitador y los estudiantes discutirán en pleno la definición de hospitalidad.
2. Análisis y discusión en pleno sobre los temas “Service makes the difference” y “The
Travel and Tourism Industry.
3. El Facilitador dividirá la clase en grupos de cinco estudiantes. Cada grupo
compartirá sus hallazgos sobre la tarea #5 y traerá un resumen al grupo en pleno.
4. En parejas, los estudiantes llevarán a cabo una dramatizacion (“role-playing”) donde
unos participarán como entrevistadores y otros como solicitantes de empleo.
5. El profesor presentará los pasos a seguir para buscar un empleo y discutirá técnicas
de comportamiento que se pueden utilizar durante una entrevista de trabajo.
6. El Facilitador explicará las tareas para el próximo taller.
Avalúo
1. Los estudiantes completarán el Anejo T, “Reacción Escrita Inmediata”.
2. El Facilitador avaluará la participación de cada estudiante en relación al contenido
del taller y su dominio del idioma utilizando el Anejo M.
ITHM 101 Introduction to the Hospitality Industry 35
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Workshop Five/Taller Cinco
NOTA: Este taller es bilingüe. Tanto,
el Facilitador como los estudiantes,
deberán utilizar el idioma asignado
para cada tarea y actividad.
NOTE: This is a bilingual workshop.
Both the facilitator and student
should use the language assigned
for each homework and activity.
Specific Objectives
At the end of the workshop, the student will:
1. Explain what a management company is and discuss the advantages and
disvantages of it.
2. Compare the benefits of operating a hotel under a franchise and a management
company.
3. Explain what a franchise is and to discuss how it works.
4. Identify the advantages and disvantages of a franchisor and a franchisee of a
franchise.
5. Analize how a franchise works for both a hospitality and restaurant industries.
Language Objectives
The student will:
1. Provide persuasive solutions of controversial issues in both languages.
2. Analyze, understand, infer, and identify the main ideas of a tourist information
passage.
3. Express him/herself appropriately in both languages
Electronic Links
Hotels
Accor http://www.accor.com
Best Western http://www.bestwestern.com
Carlson Companies http://carlson.com
Choice Hotels Internationals http://www.hotelchoice.com
Organizations and Resources
American Association of Franchisees & Dealer http://www.aafd.org
ITHM 101 Introduction to the Hospitality Industry 36
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Franchise Handbook: On-Linehttp://www.franchise1.com
FraInfo htpp://www.frainfo.com
International Franchise Association (IFA) http://www.franchise.org
Restaurants
Arby’s http://www.arbys.com
Bassin-Robbins http://www.baskinrobbins.com
Dairy Queen http://www.dairyqueen.com
Dunkin’Donuts http://www.dunkindonuts.com
Assignments prior Workshop Five
1. Read the topic “How Management Companies Manage Hotels” from the suggested
textbook and answer the review questions in Spanish to discuss them in class.
2. Read the topic “Franchising is Big Business” from the suggested textbook and
answer the review questions in English to discuss them in class.
3. Complete your portafolio to turn in at the beginning of the workshop.
Activitities
1. The students will turn in their portfolios at the beginning of the workshop. The
Facilitator will evaluate this portfolio using Appendix C.
2. The Facilitator and the students will discuss what a management company is in
Spanish.
3. The Facilitator will divide the class in two groups: one in favor of franchises and the
other one against it. Each group will debate in English the advantages and
disvantages of it.
4. The Facilitator will recapitulate about the topic in English.
5. The students will complete the final course assessment.
Assessment Activities
1. The students will complete the “No-test-test” (Appendix U) to turn in at the end of the class.
2. The facilitator will assess student participation in content and language through the
workshop using Appendix M.
ITHM 101 Introduction to the Hospitality Industry 37
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Anejo A/Appendix A
RÚBRICA PARA EVALUACIÓN DE ASISTENCIA Y PUNTUALIDAD
NOMBRE: ________________________ NOTA FINAL _____________
FECHA: ____________________________
La asistencia a cada taller es mandatoria y la puntualidad representa ética profesional.
El facilitador llevará un registro de las mismas para cada taller y, al finalizar el curso,
utilizará este anejo para evaluar a cada estudiante.
Asistencia y puntualidad: ______ x 2= _____%
_____ 0= Faltó a 4 o más talleres o faltó a 3 talleres y llegó tarde a 2 talleres
_____ 1= Faltó a 3 talleres o faltó a 2 talleres pero llegó tarde a tres talleres
_____ 2= Faltó a 2 talleres o faltó a 1 taller pero llego tarde a tres o más talleres
_____ 3= Faltó a 1 taller o no faltó pero llegó tarde a tres talleres
_____ 4= No faltó a los talleres pero llegó tarde a uno o dos talleres
_____ 5= Asistencia perfecta
Comentarios :
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
_____________________________________________________________________.
ITHM 101 Introduction to the Hospitality Industry 38
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Appendix A
RUBRIC TO EVALUATE ATTENDANCE AND PUNCTUALITY
NAME: _______________________________ FINAL GRADE ____________
DATE: _______________________________
Attendance is mandatory, and being punctual reflects a professional ethic. The
facilitator will register the student’s performance for both in every workshop. At the end
of the course, the Facilitator will evaluate each student with this rubric.
Attendance and Punctuality: ______ x 2= _____%
_____ 0= Absent in 4 or more workshops or absent in 3 workshops and was late in
2 workshops
_____ 1= Absent in 3 workshops or absent in 2 workshops and was late in 3 or
more workshops
_____ 2= Absent in 2 workshops or absent in 1 workshops and was late in 3 or
more workshops
_____ 3= Absent in 1 workshop or attended all workshops but was late in 3
workshops
_____ 4= Attended all workshops but was late in 1 or 2 workshops
_____ 5= Perfect attendance
Comments :
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
ITHM 101 Introduction to the Hospitality Industry 39
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Anejo B/Appendix B
RÚBRICA EVALUACIÓN DE PARTICIPACIÓN EN CLASE
NOMBRE: _________________________ NOTA FINAL: __________
DATE: ____________________________
Participación en clase : ______ x 2= _____%
0-No Cumplió 1-Deficiente 2-Regular 3-Bueno 4-Muy Bueno 5-Excelente N/A-No Aplica
CRITERIOS 0 1 2 3 4 5 N/A
1. Participa activamente de todas las actividades de la clase.
2. Demuestra iniciativa y creatividad en las actividades de clase.
3. Demuestra interés en las discusiones presentadas en la clase.
4. Viene preparado/a a clase. 5. Contribuye a la clase con material e
información adicional.
6. Demuestra atención y apertura a los puntos y argumentos de sus compañeros.
7. Respeta las preguntas y planteamientos de sus compañeros.
LENGUAJE 8. Contribuye frecuentemente a las
discusiones en clase utilizando el idioma del taller.
9. Contesta preguntas del facilitador y sus compañeros utilizando el idioma del taller.
10. Formula preguntas pertinentes al tema de la clase utilizando el idioma del taller.
Comentarios :
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
_____________________________________________________________________.
ITHM 101 Introduction to the Hospitality Industry 40
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Appendix B
RUBRIC TO EVALUATE CLASS PARTICIPATION
NAME: _______________________________ FINAL GRADE ____________
DATE: _______________________________
Class Participation: ______ x 2 =_____%
0-NOT OBSERVED 1-DEFICIENT 2-AVERAGE 3-GOOD 4-VERY GOOD 5-EXCELLENT N/A- NOT APPLY
CRITERIA 0 1 2 3 4 5 N/A
1. Active participation in class.
2. Demonstrates initiative and creativity in class activities.
3. Demonstrates interest in class discussion.
4. Arrives prepared to class.
5. Contributes to class with additional material and information.
6. Demonstrates attention and opening towards arguments from classmates.
7. Respects questions and expositions from classmates.
LANGUAGE
8. Contributes frequently to class discussion in the workshop’s language.
9. Answers questions made by the facilitators and classmates in the workshop’s language.
10. Formulates questions pertinent to the class subject in the workshop’s language.
Comments :
______________________________________________________________________
______________________________________________________________________
_____________________________________________________________________.
ITHM 101 Introduction to the Hospitality Industry 41
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Anejo C/Appendix C
Portfolio Rubric
4 3 2 1
PORTFOLIO APPEARANCE
� Readable: Are entries typed in an appropriate font and size? Are entries free of errors? Do
ideas expressed in entries follow a logical sequence with appropriate transitions among paragraphs and topics?
� Professionalism: Is the appearance of the portfolio professional? Are graphics, colors and
portfolio language consistent with professional workplace expectations? Is the portfolio presented in a neat and orderly manner?
� Organization: Is the portfolio organized in a manner that makes it easy to follow and easy to
quickly locate information?
PORTFOLIO CONTENT AND FUNCTION
� Content: Are all required entries included in the portfolio? Are entries relevant to the content of
the portfolio? Do all entries contain the student’s reaction or reflection on the selected topics? Do entries provide thorough understanding of content? Resume, Activities List, Varied Samples of Written Work, Evidence of Problem Solving, and Evidence of Decision Making.
� Authenticity: Are the samples and illustrations a true reflection of the student’s efforts and
ITHM 101 Introduction to the Hospitality Industry 42
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
abilities? � Growth/Development: Do samples provide thorough understanding of growth and
development related to their field of concentration? Do items show what the student has learned?
� Collaboration: Do items show examples of both individual and group work? Does the student
provide clear understanding of collaboration, and use collaboration to support his/her learning?
� Reflection and Personal growth: Do items show exceptional understanding of how to be a
reflective thinker and how to seek opportunities for professional growth? Does the student include self-reflective comments? Does the student reflect enthusiasm for learning?
� Professional Conduct: Do items show clear understanding of ethical behavior and
professional conduct? Do items display the pride the student has in his or her work?
Overall Portfolio Impact
� Is this portfolio an asset in demonstrating the student’s value (skills, abilities, knowledge) to a
potential employer or college representative?
Rating Scale 4 = Outstanding 3 = Very good 2 = Good 1 = Need s improvement Source: Retrieved from www.lcusd.net/lchs/portfolio/rubric.htm on February 10th, 2007. Adapted 02/10/2007 by Fidel R. Távara, M.Ed. Coordinator of Assessment and Placement – Metro Orlando Campus
ITHM 101 Introduction to the Hospitality Industry 43
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Anejo D/Appendix D
PORTFOLIO INFORMATIONAL SHEET (to be placed in fron t)
Sistema Universitario Ana G. Méndez Florida Campuses
Universidad del Este, Universidad Metropolitana, Un iversidad del Turabo Check one:
� Universidad del Este
� Universidad Metropolitana
� Universidad del Turabo
Check one:
� Undergraduate � Graduate
Concentration
Student’s Name
Facilitator’s Name
Portfolio rated as
Reason of this rate
Anejo E/Appendix E Log of Entries
Entry Description
Date of Entry
Date
Submitted
Date
Evaluated
Page #
1
2
3
4
5
6
7
8
9
10
Note: Student can also build a Table of Contents instead.
ITHM 101 Introduction to the Hospitality Industry 45
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Anejo F/Appendix F
Reflective Diary
Directions: Please complete the following blanks:
This entry is an example of my strengths:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
This entry is an example of an area I really need to improve:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
This entry is an example of an area I have improved:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
I think this exercise has been very helpful for my learning because:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
ITHM 101 Introduction to the Hospitality Industry 46
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez
Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 07-31-09 Prof. Abigail Ríos-Parnell, MPA
Anejo F
Diario Reflexivo
Instrucciones: Complete los siguientes espacios en blanco:
Este ingreso es un ejemplo de mis fortalezas:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Este ingreso es un ejemplo de un área que realmente necesito mejorar:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Este ingreso es un ejemplo de un área que he mejorado:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Considero que este ejercicio ha sido muy útil para mi aprendizaje porque:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
ITHM 101 Introduction to the Hospitality Industry 47
Universidad del Este, Universidad Metropolitana, Universidad del Turabo
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo G/Appendix G
Overall Portfolio Self-Assessment
Dear Student: This form will assist you in monitoring your portfolio and determining the strengths and weaknesses of your writing Part I: Read the statements below. Write the numbers that mostly honest reflects your self assessment (Scale 1-5: 5=strong, 4=moderately strong, 3=average, 2=moderately weak, 1=weak) _____ 1. My portfolio contains all of the items required by the facilitator. _____ 2. My portfolio provides strong evidence of my improvement over the course. _____ 3. My portfolio provides strong evidence of my ability to report factual
information. _____ 4. My portfolio provides strong evidence of my ability to write effectively. _____ 5. My portfolio provides strong evidence of my ability to think and write creatively. Part II: On the lines below, write the topic of each assignment. Rate your effort for each piece (5=strong effort, 1=weak effort). In the space below write one suggestion for improving that piece. _____ 1. ______________________________________________________________ ______________________________________________________________ _____ 2. ______________________________________________________________ ______________________________________________________________ _____ 3. ______________________________________________________________ ______________________________________________________________ _____ 4. ______________________________________________________________ ______________________________________________________________ _____ 5. ______________________________________________________________ ______________________________________________________________ Part III: In assessing my overall portfolio, I find it to be (check one) Very satisfactory __________ Satisfactory __________ Somewhat satisfactory __________ Unsatisfactory __________ Part IV: In the space below list your goal for the next PT and two strategies you plan to achieve. Goal: _________________________________________________________________ Strategies:
1. _______________________________________________________________________ 2. _______________________________________________________________________
ITHM 101 Introduction to the Hospitality Industry 48
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo H/Appendix H
Letter to students
Sistema Universitario Ana G. Méndez Universidad del Este, Universidad Metropolitana, Un iversidad del Turabo
Date Dear Student,
Greetings from Sistema Universitario Ana G. Méndez!
As part of our assessment plan we are collecting a sample of one portfolio from courses
that have portfolios as an assessment tool. We collect these portfolios randomly and
your course may be selected for assessment this PT (Part of Term). The evaluation and
submission of these portfolios is going to be performed by the facilitator. The selected
portfolio has to be evaluated overall as excellent.
Portfolios are essential evidence of coursework and we would like to take that in
consideration for our institutional assessment. We encourage our students to continue
their good work and to follow the guidelines that accompany this letter. In case that your
course is selected for portfolio assessment, your facilitator will provide more information
about what has to be included in your portfolio and details about the process.
Cordially,
Coordinator of Assessment and Placement
ITHM 101 Introduction to the Hospitality Industry 49
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo I/Appendix I
Use and Return of Portfolio
Sistema Universitario Ana G. Méndez Universidad del Este, Universidad Metropolitana, Un iversidad del Turabo
I, ____________________________________, grant permission to the office of
Assessment and Placement of the Ana G. Méndez University System, to keep in their
records a copy of my portfolio. I understand that the portfolio is going to be used for
accreditation or educational purposes only, and that is not going to be disclosed without
my consent.
By signing this document I authorize the office of Assessment and Placement to keep a
copy of my portfolio for six months and return it to me at the end of this period of time.
_______________________________ ___________
Student’s Name (print) Date
_______________________________ ___________
Student’s Signature Date
ITHM 101 Introduction to the Hospitality Industry 50
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Appendix I
Use and Discard of Portfolio
Sistema Universitario Ana G. Méndez Universidad del Este, Universidad Metropolitana, Un iversidad del Turabo
I, ____________________________________, grant permission to the office of
Assessment and Placement of the Ana G. Méndez University System to keep in their
records a copy of my portfolio. I understand that the portfolio is going to be used for
accreditation or educational purposes only, and that is not going to be disclosed without
my consent.
By signing this document I authorize the Office of Placement and Assessment to keep a
copy of my portfolio for six months and discard it at the end of this period of time.
.
______________________________ ___________
Student’s Name (print) Date
_______________________________ _____________
Student’s Signature Date
ITHM 101 Introduction to the Hospitality Industry 51
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo J/Appendix J
COURSE EXPECTATIONS
Objective : To align the objectives of the course with the student’s expectations.
Procedure: Students will write their expectations of the course, the perceived
objectives and their goals to be achieved with the course. The student will share their
expectations with the rest of the group.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_____________________________________________________________________________.
ITHM 101 Introduction to the Hospitality Industry 52
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo K/Appendix K
RÚBRICA PARA EVALUAR UN ENSAYO
NOMBRE: ____________________________ NOTA FINAL _____ X 2= ______%
FECHA: _______________________________
5-Excelente 4-Bueno 3-Regular 2-Pobre 1-Deficiente 0-No cumplió el criterio
Criterios de contenido 5 4 3 2 1 0
1. Realiza una introducción efectiva al tema.
2. Desarrolla el tema en forma organizada y coherente.
3. Mantiene la cronología de los eventos.
4. Argumentos válidos y aportan al análisis del tema.
5. Define los conceptos básicos del tema.
6. Realiza una conclusión efectiva al resumir ideas principales.
7. Sustenta el desarrollo del tema con referencias estilo APA.
Criterios de lenguaje
8. Excelente gramática y sintáxis.
9. La selección del vocabulario es apropiada para el tema.
10. Excelente ortografía, acentuación y puntuación.
Total 50 points
Comentarios:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
ITHM 101 Introduction to the Hospitality Industry 53
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Appendix K
RUBRIC TO EVALUATE AN ESSAY
NAME: ____________________________ FINAL GRADE _____ X 2= ______%
DATE: _______________________________
5-Excellent 4-Good 3-Regular 2-Poor 1-Defficient 0-Do not complete criteria
Content Criteria 5 4 3 2 1 0
1. Performs an effective introduction of the theme.
2. Develops the theme in an organized and coherent manner.
3. Maintain a chronology of the events.
4. Valid arguments to the analysis of the theme.
5. Define the basic concepts of the theme.
6. Performs an effective conclusion resuming the main ideas.
7. Sustain the development of the theme with APA references.
Language Criteria
8. Excellent grammar and syntax.
9. Vocabulary selection is appropriate to the theme.
10. Excellent style, punctuation, spelling.
Total 50 points
Comments:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
ITHM 101 Introduction to the Hospitality Industry 54
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo L/Appendix L
Language Oral Presentation Rubric
Student Name: ____________________________Date:___________________ Criteria Value
Points Student Total Store
Content 1. The speaker provides a variety of types of content appropriate for the task such as generalizations examples and various forms of evidence.
10
2. The speaker takes into account the specific of the listener knowledge and experience.
10
3. The speaker uses arguments which are adapted to the values and motivations of the specific listener.
10
4. The speaker uses delivery to emphasize and enhance the meaning of the message.
10
5. The speaker delivers the message in a lively enthusiastic fashion.
10
6. The volume varies to add emphasis and interest. 10 7. Pronunciation and enunciation are very clear. The speaker
exhibits very few disfluencies such as "ahs”, "uhms" or "you know."
10
Language 8. Student pronounces words in a clear and correct manner so as to make language understood to others.
10
9. Correct use of grammar and verb conjugation. 10 10. Use of correct use of vocabulary words to express message.
10
Total Points 100 (70% of content and 30% of language)
Student’s Total Score: ________
Student’s signature: ________________ Facilitator’s Signature: __________________
ITHM 101 Introduction to the Hospitality Industry 55
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo M/Appendix M
Student Progress Report/Reporte de Progreso del Est udiante
Name: ____________________________
Workshops / Criteria / Value Points Points Obtained
Comments/Action Plan Student/Facilitator’s Signatures
Workshop One Criteria: a. Student completed assignments with excellent grammar, syntax and
orthography. Value points 8-10 (excellent) 7-5 (good) 4-0 (poor) b. Student demonstrated good understanding of the content, and discusses it using good comprehension, vocabulary and grammar. Value points 8-10 (excellent) 7-5 (good) 4-0 (poor)
Taller Dos Criterio: a. El/la estudiante completó las tareas asignadas utilizando excelente gramática, sintáxis y ortografía. Puntuación: 8-10 (excelente) 7-5 (bueno) 4-0 (pobre) b. El/la estudiante comprendió el contenido del taller y discutió el mismo utilizando buena comprensión, vocabulario y gramática. Puntuación: 8-10 (excelente) 7-5 (bueno) 4-0 (pobre)
Workshop One Criteria: a. Student completed assignments with excellent grammar, syntax and
orthography. Value points 8-10 (excellent) 7-5 (good) 4-0 (poor) b. Student demonstrated good understanding of the content, and discusses it using good comprehension, vocabulary and grammar. Value points 8-10 (excellent) 7-5 (good) 4-0 (poor)
Taller Dos Criterio: a. El/la estudiante completó las tareas asignadas utilizando excelente gramática, sintáxis y ortografía. Puntuación: 8-10 (excelente) 7-5 (bueno) 4-0 (pobre) b. El/la estudiante comprendió el contenido del taller y discutió el mismo utilizando buena comprensión, vocabulario y gramática. Puntuación: 8-10 (excelente) 7-5 (bueno) 4-0 (pobre)
Taller Cinco/Workshop Five Criteria: a. Student completed assignments with excellent grammar, syntax and
orthography. Value points 8-10 (excellent) 7-5 (good) 4-0 (poor) b. Student demonstrated good understanding of the content, and discusses it
using good comprehension, vocabulary and grammar. Value points 8-10 (excellent) 7-5 (good) 4-0 (poor)
TOTAL
ITHM 101 Introduction to the Hospitality Industry 56
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo N/Appendix N
ITHM 101 Introduction to the Hospitality Industry 57
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo O/Appendix O
Case Study: To Flag or not to Flag
Source: John Walker, Introduction to Hospitality (1999)
Joy and Bob Brown retired from the military in 1965. They bought a motel near a
picturesque New England town. The Cozy Motel is clearly visible and easily accessible
from the turnpike. It has 75 rooms that are in good shape, having just been refurbished,
and the curbside appeal of fresh paint and attractive landscaping adds to the motel’s
presentation.
The motel’s year round occupancy is 58%, which is about 10% below the national
average. The Cozy Motel’s guests are a mix of business travelers, who are mostly from
companies at the nearby business park; a few retirees traveling for pleasure; an
occasional bus tour; and some sports team.
The Browns have asked several major franchise corporations to submit their best offers.
The best one indicates that the cost a franchise application fee is $20,000, and that
there is two percent marketing fee and reservation fee of $4 per room booked by the
Central Reservation System.
Discussion Questions:
1. What would you do in the Browns situation? Should they sign a franchise
agreement or not? Make assumptions if needed.
2. What terms and conditions of a franchise agreement would be acceptable to you
or the Browns?
3. What additional information, would you or the browns, need to know?
ITHM 101 Introduction to the Hospitality Industry 58
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Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo P/Appendix P
TARJETA DE APLICACIÓN
¿Has aplicado a tu vida profesional algunos de los conocimientos discutidos en clase
hoy? Si contestaste que Sĺ, describe lo más detalladamente posible uno o más
ejemplos. Si contestaste que NO, explica el por qué detalladamente.
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Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo Q/Appendix Q
“Restaurant Services: A Matching Game”
Objective: To reinforce major terms related to Restaurant Classification.
Classify Restaurants by the different segments that they serve and
the difference in service styles.
Procedure: Students will be divided into groups and their task is classifying the
different Reaturants according to the service provided. Restaurant
may have more than one category. Students will explain their
finding to class. Each group must answer the following questions:
Where are this located? What types of menus are served? What
are the different expecations that costumers may have depending
on the restaurant style?
Materials Required: The professor will provide a list of restaurants and a brief
description of the services and location.
ITHM 101 Introduction to the Hospitality Industry 60
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo R/Appendix R
Case Study: The Forum Takes Wing
Source: John Walker, Introduction to Hospitality (1999)
In August of 1994, Steve Departe, former chef at the exclusive Broodmore Country
Club, and his wife Alice Cable opened The Forum, a classic European restaurant in a
small suburb of a large, Midwestern city.
Given their experience, including Alice’s family’s having a successful chain of pizza
shops, The Forum opened to a great acclaim. The local newspaper’s restaurant critic
gave it four out of five forks. The critic specially praised the level of service, the
atmosphere and the appetizers and entrees. The food was top quality and prepared
fresh with great flair. The wait staff was pulled from various area restaurants and hotels
and thus, had a great deal of experience and knowledge of foodservice.
Not only did the restaurant receive good reviews, it also enjoyed a good word of mouth
recommendations. For a town and metro area accustomed to Midwestern fare (steaks,
ribs and chicken) The forum was a success.
The Forum also contained a lounge to handle the waiting crowds. In keeping with the
chef vision, it had an extensive selection of premium wines for both the lounge and the
dining room. Also true to his vision, beer selection was limited to a few imports and only
the top domestic brand. The liquor selection was not spectacular, but offered a deal
more variety than many other local restaurants.
The dining room, especially on the weekends, was full. It was not very large, seating
only 85 customers. Reservations were necessary for Friday and Saturday, however
Sunday was usually the slowest day. The weekdays were often very slow, but the rush
during the weekend evened out the week. The average check was about $16.50 on the
weekend. This represented a contribution margin of almost $6. Food Cost to sales
ITHM 101 Introduction to the Hospitality Industry 61
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Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
ranged from 43% to 47%. A separate analysis of the lounge showed a contribution
margin of almost $4 per person and a beverage cost of only 27%.
When Chef Departe became aware of the results, he did some research on the
surrounding proprietors and friends in the industry. He concluded that his food cost to
sales ratio was too high. He also noticed the abundance of sports bars in the area and
their relatively low food cost to sales ratio and high contributions margins.
During the summer of 1995 and the fall of 1996, chef Departe expanded his lounge
business to include few inexpensive bar items such as chicken wings and onion rings.
He also extended the selection of beers available. Chef Departe eventually gave the bar
a sports theme, taking advantage of the local baseball team being in the playoffs and
the new football team expansion. He installed two large screen televisions for the fans
and ran a “munchie”and dinner specials during televised events of the home team. The
results astounded chef Departe, as his lounge total sales climbed and his margin
increased. By December 1996, The Forum had been redesigned and reopened as The
Arena, a premier sports bar specializing in hot wings and fried mushrooms.
Much to the dismay of chef Departe, the results did not mirror his lounge’s initial
success. Within a month, the revenues were 40% below the previous year. His
professional staffs were let go and replaced with fewer and less well trained college
students.
Discussion Questions:
1. What do you think went wrong with the running if the restaurant?
2. How would you advise chef Duparte has his wife as far as changing the concept of
the restaurant?
3. What marketing Strategies would you use to bring in customers and keep the
contribution margins high and the food cost to sales ratio low?
4. How would you handle this situation?
ITHM 101 Introduction to the Hospitality Industry 62
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Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo S/Appendix S
ITHM 101 Introduction to the Hospitality Industry 63
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo T/Appendix T
REACCIÓN ESCRITA INMEDIATA
Nombre: ___________________________
Fecha : ___________________________
Después de cada taller, deberá contestar las siguientes preguntas y devolver este
documento al/a la facilitador/a. Estas contestaciones le proveerán al facilitador/a
información valiosa acerca de sus dudas respecto a los temas o asuntos discutidos en
el taller de hoy.
1. El tema más importante del taller de hoy fue…
2. Después de discutir el tema, aún me quedan algunas dudas, que son…
3. Me agradaría que se retomara la discusión de los siguientes aspectos
relacionados al tema, ya que éstos son de importancia para mí.
ITHM 101 Introduction to the Hospitality Industry 64
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Appendix T
ONE MINUTE- PAPER
Name ________________________
Date _________________________
After each workshop, you must answer the following questions and return the
document to the facilitator. These answers will provide the facilitator with valuable
information regarding your doubts regarding the topics or concepts discussed in class
today.
1. The most important topic or theme of today’s workshop was…
2. After discussing the topic, some questions are still unanswered. These are…
3. I would like this discussion to go further into these other/s topic/s that are very
important for me.
ITHM 101 Introduction to the Hospitality Industry 65
Prep. 08-09-03. Prof. Manuel A. Rivera Ramirez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 08-01-09 Prof. Abigail Ríos-Parnell, MPA
Anejo U/Appendix U
The No-Test Test
Objective: To enable students to summarize the content covered in class.
Procedure: Students will be divided in groups and their task is to identify 3 or 4
of the most important points covered in class and brainstorm a way
to help them remember them.
Class Review
The No-Test Test