(FORMERLY LODGING OPERATIONS)
Florida Program Number: M607010
Total Hours: 600 Hours
Class Website: http://teachers.ocps.net/novalip/page2.html

MISSION:
The mission of this program is to prepare students for employment as entry-level line supervisors and management/supervisory in the hospitality industry and to provide continuing education for persons previously or currently employed in their occupation.

DESCRIPTION:
This program prepares students for employment as entry-level line supervisors in the hospitality industry and continuing education for persons previously or currently employed. Training includes on-the-job internships, supervision and management skills, front office training, housekeeping operations, security, sales and marketing, food and beverage, and basic computer training.

UNIQUE REQUIREMENTS:
The State of Florida requires students to meet a basic skills requirement prior to program completion. The basic skills grade levels for this program are:

Mathematics 9.0, Language 9.0, Reading 9.0

LICENSURE/CERTIFICATION/OTHER:
Certification through the Educational Institute (EI) of the American Hotel & Lodging Association (AHLA).  This program links with the Hospitality and Tourism Management AS program at Valencia Community College.  The Central Florida Hotel & Lodging Association provides limited scholarships to eligible students through the financial aid office.

JOB TRAINING INCLUDES: Occupational Completion Points (OCP)
OCPs provide a student with early completion training options linked to employment opportunities established by the Florida Department of Education based on the Standard Occupational Classification (SOC) system and accepted industry titles.

Local employers have verified that the range of wages that can be reasonably expected by students who enter this field upon completion of the program is:

From $17,680 annually to $28,080 annually
(Based on year-round, full-time employment)

OCP A: Guest Services Agent (150 Hours)

• Identify careers in the hospitality and tourism industry
• Demonstrate knowledge of the hospitality and tourism industry
• Demonstrate employability skills necessary for success in hospitality and tourism occupations
• Demonstrate human relations skills necessary for success in hospitality and tourism occupations
• Demonstrate proficiency in applying communication and technology skills in the hospitality and tourism industry
• Explain economic principles as related to the hospitality and tourism industry
• Identify marketing and business fundamentals related to the hospitality and tourism industry
• Identify sales techniques and procedures appropriate for use in the hospitality and tourism industry
• Perform mathematical operations related to hospitality and tourism occupations

OCP B: Front Desk Agent (300 Hours)

• Describe the organizational structure of lodging organizations 
• Identify the roles of management and administrative personnel
• Identify housekeeping operations and management functions
• Identify sales/marketing and reservations functions
• Identify food and beverage functions
• Identify human resources functions
• Identify controller/finance functions
• Identify safety/security functions
• Identify front desk functions
• Examine the guest cycle process
• Practice responding to guest needs, requests, and concerns
• Operate front desk computer/office technology
• Perform designated job skills
• Demonstrate work ethics

OCP C: Front Desk Supervisor (150 Hours)

• Define and apply various management styles and leadership techniques
• Define and evaluate role of effective team building
• Demonstrate knowledge of laws, legislation, and regulations that affect the lodging industry
• Describe and demonstrate personnel supervision technique
• Manage guest services
• Maintain accounting and information system
• Demonstrate an understanding of entrepreneurship
• Demonstrate the use of information technology within a lodging property