Florida Department of Education
Curriculum Framework

Program Title:	Theme Park and Attractions Management
Career Cluster:	Hospitality & Tourism

CCC	
CIP Number	0231030106	
Program Type	College Credit Certificate (CCC)	
Program Length	18 credit hours	
CTSO	SkillsUSA, Collegiate DECA	
SOC Codes (all applicable) 	Please see the CIP to SOC Crosswalk located at the link below.	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose

This certificate program is part of the Hospitality & Tourism Management AS degree program (1252090101).  

A College Credit Certificate consists of a program of instruction of less than sixty (60) credits of college-level courses, which is part of an AS or AAS degree program and prepares students for entry into employment (Rule 6A-14.030, F.A.C.).

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Hospitality & Tourism career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the 
Hospitality & Tourism career cluster. 

This program prepares students for employment in supervisory and leadership positions with a pathway into management roles in the hospitality industry and/or to provide supplemental training for persons previously or currently employed in these occupations. The hospitality industry as addressed in this program includes hotels, motels, resorts and other lodging organizations, restaurants, clubs, convention centers, theme parks and other major attractions.

The content includes but is not limited to customer service, management and supervisory development and human resources management, management theory, hospitality attitude, guest experience, decision making, organization, communications, human relations, leadership training, personnel training, security, energy management, maintenance and engineering, marketing, property, resort, and convention management, applicable local, state, and federal laws and asset management.   

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure    

This program is a planned sequence of instruction consisting 18 credit hours.

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Demonstrate employability skills.
02.0	Demonstrate customer service skills.
03.0	Apply human relations skills.
04.0	Demonstrate proficiency in communication skills.
05.0	Demonstrate proficiency in applying mathematics skills.
06.0	Identify effective selling techniques and procedures. 
07.0	Identify the organization and function of the hospitality industry. 
08.0	Demonstrate leadership and supervisory skills. 
09.0	Apply and maintain security and safety procedures. 
10.0	Demonstrate hotel staffing operations. 
11.0	Analyze laws that affect the hospitality industry. 
12.0	Operate liability and risk identification program. 
13.0	Demonstrate effective use of computers. 
14.0	Exhibit skills for resort/club/marina/hotel/theme park and attractions management.

Florida Department of Education
Student Performance Standards

Program Title:	Theme Park and Attractions Management
CIP Number:		0231030106
Program Length:	18 credit hours

This certificate program is part of the Hospitality and Tourism Management AS degree program (1252090101).  At the completion of this program, the student will be able to:	
01.0	Demonstrate employability skills. The student will be able to:	
01.01	Demonstrate competence in job interview techniques.	
01.02	Identify or demonstrate appropriate professional responses to criticism from employer, supervisor, and customers by understanding, considering, and employing emotional intelligence, cultural intelligence, and perceptions checking.	
01.03	Identify acceptable work habits.	
01.04	Identify acceptable employee health and grooming habits.	
01.05	Describe and apply the importance of producing quality work and meeting performance standards.	
01.06	Discuss state and federal labor laws regulating the workplace.	
01.07	Identify proper personal and business ethics.	
01.08	Identify current trends that have developed in the hospitality industry	
01.09	Explain concepts of self-understanding, self-esteem, and self-image.	
02.0	Demonstrate customer service skills. The student will be able to:	
02.01	Demonstrate guest oriented attitude and ability to anticipate guest needs.	
02.02	Demonstrate a hospitality attitude.	
02.03	Identify and apply different levels of service recovery by utilizing customer service and cultural intelligence strategies.	
03.0	Apply human relations skills. The student will be able to:	
03.01	Demonstrate such interpersonal skills as punctuality, initiative, courtesy, loyalty, and being a team player.	
03.02	Identify and demonstrate interpersonal and communication skills relevant to the business environment (i.e., cross-cultural communication).	
03.03	Exhibits responsible behavior through honesty, respect, fairness and accountability.	
03.04	Demonstrate problem-solving and decision-making strategies.	
03.05	Demonstrate problem-solving initiative.	
03.06	Exhibit interest and enthusiasm.	
03.07	Demonstrate responsible behavior.	
03.08	Explain the importance of honesty and integrity when dealing with others.	
03.09	Demonstrate self-management.	
03.10	Set personal goals and develop a plan of action to achieve those goals.	
03.11	Demonstrate the ability to offer and accept criticism.	
03.12	Demonstrate respect for the opinions, customs, and individual differences of others.	
03.13	Identify and practice stress management techniques.	
03.14	Identify motivational techniques.	
03.15	Identify team-building strategies.	
03.16	Identify effective coaching and counseling techniques.	
04.0	Demonstrate proficiency in communication skills. The student will be able to:	
04.01	Demonstrate effective communication: verbal, nonverbal, written, and electronic.	
04.02	Identify the unique differences of staff communication and use of inter-departmental/company communication (i.e., Independent vs. Corporate Owned; email vs. newsletter, managerial vs. employee, etc.).	
04.03	Explain nature of positive customer/client relations.	
04.04	Demonstrate listening strategies that improve understanding and performance on the job.	
04.05	Interpret business policies to customers/clients.	
04.06	Demonstrate ability to locate, understand, and interpret information found in manuals, graphs, schedules, charts, diagrams, and Internet resources to generate a report.	
04.07	Train employees to communicate effectively.	
04.08	Develop a dynamic telephone personality	
04.09	Understand the process of communicating a service failure to the appropriate departments involved (i.e., Inter-departmental communications such as billing problems with accounting or front desk; maintenance problems, etc.).	
04.10	Communicate establishment's mission statement concerning guest services.	
05.0	Demonstrate proficiency in applying mathematics skills. The student will be able to:	
05.01	Interpret quantitative information from tables, charts, and graphs as related to the workplace.	
06.0	Identify effective selling techniques and procedures. The student will be able to:	
06.01	Explain the purpose and importance of selling.	
06.02	Identify sales techniques used by the hospitality industry including social media.	
06.03	Develop and implement a publicity and public relations plan.	
06.04	Prepare and analyze questionnaire for guests.	
06.05	Describe the sales process and various sales techniques used to sell to multiple markets (i.e., MICE, SMERF, Corp, etc.)	
06.06	Discuss customer services.	
06.07	Identify servicing requirements of various industries/groups.	
06.08	Identify an establishment or destination’s target markets and prepare customized offers (i.e., leisure vs. corporate, corporate, convention groups, etc.).	
07.0	Identify the organization and function of the hospitality industry. The student will be able to:	
07.01	Trace evolution of the hospitality industry.	
07.02	Describe various organizational structures within the hospitality industry.	
07.03	Analyze functions of the hospitality industry.	
07.04	Identify staff according to function.	
07.05	Describe management functions applied to hospitality services.	
07.06	Identify mission of various departments within the industry.	
07.07	Use common hotel terminology.	
07.08	Identify future trends in hospitality industry.	
08.0	Demonstrate leadership and supervisory skills. The student will be able to:	
08.01	Utilize problem-solving skills in accordance with management policy and mission statement.	
08.02	Establish/modify policies and procedures that align with the mission statement, SOPs, and operational needs.	
08.03	Inform personnel of policy and/or mission statement changes.	
08.04	Identify management functions.	
08.05	Identify supervisory functions.	
08.06	Identify leadership styles.	
08.07	Identify work improvement strategies such as motivation and productivity.	
08.08	Describe the supervisor's role as a change agent.	
09.0	Apply and maintain security and safety procedures. The student will be able to:	
09.01	Demonstrate general safety and security practices.	
09.02	Set up and maintain system for storage and protection of valuables.	
09.03	Set up and maintain security procedures for guests, facilities, equipment and supplies.	
09.04	Identify components of training and supervision.	
09.05	Maintain key controls.	
09.06	Develop and maintain a program for staff security and apply appropriate procedures for handling emergency situations.	
09.07	Understand general policies and procedures for dealing with emergency/crisis situations.	
09.08	Understand the various fire-fighting methods utilized in the hospitality industry.	
09.09	Provide and maintain emergency first aid equipment and/or supplies.	
09.10	Discuss importance of and protocol used in Cardiopulmonary Resuscitation (CPR) and use of Automated External Defibrillator (AED).	
09.11	Follow company emergency procedures.	
10.0	Demonstrate hotel staffing operations. The student will be able to:	
10.01	Establish recruiting and selection procedures in accordance with company policy.	
10.02	Develop and evaluate procedures for staff orientation and training programs.	
10.03	Develop new employee orientation to facility and to company policies.	
10.04	Develop procedures for employee performance evaluation.	
10.05	Establish wage and salary control system.	
10.06	Identify labor control systems and their functions.	
10.07	Develop and apply disciplinary process related to coaching and progressive discipline.	
10.08	Demonstrate conflict resolution skills (i.e., employee disputes/complaints, etc.).	
10.09	Identify employee groups.	
10.10	Identify the functions and purposes of employee unions.	
10.11	Identify procedures in management development.	
10.12	Prepare job descriptions.	
10.13	Conduct job application interviews.	
10.14	Delegate responsibility and authority.	
10.15	Prepare employee work schedules.	
10.16	Lead management-employee group discussions.	
10.17	Communicate policy concerning sexual harassment.	
10.18	Communicate policy concerning substance abuse.	
10.19	Perform a task analysis.	
11.0	Analyze laws that affect the hospitality industry. The student will be able to:	
11.01	Interpret and apply labor regulations/laws.	
11.02	Interpret and apply fire regulations.	
11.03	Interpret and apply workers’ compensation laws.	
11.04	Interpret and apply civil rights acts.	
11.05	Interpret and apply the Americans with Disabilities Act.	
11.06	Interpret and apply company and/or franchise regulations.	
12.0	Operate liability and risk identification program. The student will be able to:	
12.01	Train employees in liability and risk identification procedures.	
12.02	Identify liability and risk situations and take remedial action using approved procedures.	
12.03	Enforce liability and risk identification procedures with all employees.	
13.0	Demonstrate effective use of computers. The student will be able to:	
13.01	Demonstrate skill in use of software standard to the hospitality industry.	
13.02	Demonstrate skills in the use of email, electronic spreadsheets, presentation and word processing tools.	
14.0	Exhibit skills for resort/club/marina/hotel/theme park and attractions management. The student will be able to:	
14.01	Discuss the resort/club/marina/hotel/theme park and attractions concept.	
14.02	Identify special considerations in planning and development.	
14.03	Analyze requirements for recreational activities.	
14.04	Identify personnel department functions.	
14.05	Identify front of house functions.	
14.06	Identify heart of house functions.	
14.07	Identify security functions.	
14.08	Discuss marketing of resort/club/marina/hotel/theme park and attractions.	
14.09	Discuss future trends in the resort/club/marina/hotel/theme park and attractions industry.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Special Notes

This certificate program includes a statewide A.S. to B.S. degree pathway.

Career and Technical Student Organization (CTSO)

Florida SkillsUSA and Florida Collegiate DECA are the co-curricular career and technical student organization(s) providing leadership training and reinforcing specific career and technical skills. Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered. 

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.