Student Learning Outcomes

Graduates of the associate degree program in Hotel, Restaurant, and Tourism Management will be able to complete the following tasks:

•  Graduates will be able to demonstrate interaction with guests in a professional manner.
• Graduates will be able to discuss the organizational structure and responsibilities of managers in a variety of hospitality enterprises.
• Graduates will be able to discuss the economic impact of the hospitality industry.
• Graduates will be able to trace the flow of communication, information, and customer service in hospitality enterprises.
• Graduates will be able to interpret profit and loss statements and other financial documents used in operations.
• Graduates will be able to explain the relationships between sound human resources policies (hiring, supervision, training, and discipline) and security and loss prevention.
• Graduates will be able to describe basic sales and marketing strategies in hospitality operations.
• Graduates will be able to describe the current use of technology in the hospitality industry.
• Graduates will be able to identify current trends in the hospitality industry.

Graduates of the diploma program in Hotel, Restaurant, and Tourism Management will be able to complete the following tasks:

•  Graduates will be able to demonstrate interaction with guests in a professional manner.
• Graduates will be able to discuss the organizational structure and responsibilities of managers in a variety of hospitality enterprises.
• Graduates will be able to discuss the economic impact of the hospitality industry.
• Graduates will be able to trace the flow of communication, information, and customer service in hospitality enterprises.
• Graduates will be able to interpret profit and loss statements and other financial documents used in operations.
• Graduates will be able to explain the relationships between sound human resources policies (hiring, supervision, training, and discipline) and security and loss prevention.
• Graduates will be able to describe basic sales and marketing strategies in hospitality operations.
• Graduates will be able to describe the current use of technology in the hospitality industry.
• Graduates will be able to identify current trends in the hospitality industry.

Graduates of the certificate program in Event Coordinator will be able to complete the following tasks:

• Graduates will be able to describe the event planning process, including needs assessment, identification of site, budget development, theme/décor design, agenda development, timeline utilization, staffing, contracted services, execution of the event, and post-event evaluation.
• Graduates will be able to discuss responsibilities to clients and guests, including crowd control, liability issues, contingency plans and crisis management.
• Graduates will be able to review contracts for a variety of events.
• Graduates will be able to describe ways to identify suppliers, sponsors, entertainment, and support services.
• Graduates will be able to apply course concepts by designing an event and producing a deliverable that details all stages of the event planning process.

Graduates of the certificate program in Food and Beverage Director will be able to complete the following tasks:

• Graduates will be able to manage the professional preparation, presentation, and service of quality food.
• Graduates will be able to manage and evaluate functional systems in food and beverage operations.
• Graduates will be able to integrate human, financial, and physical resources management into foodservice and hotel operations.
• Graduates will be able to demonstrate the ability to develop, examine, question, land explore perspectives or alternatives to problems in hospitality operations.
• Graduates will be able to demonstrate the ability use professional written and oral communication skills and technology to successfully communicate to a variety of audiences.
• Graduates will be able to demonstrate awareness, understanding, and skills necessary to live and work in a diverse world.
• Graduates will be able to recognize the importance of lifelong learning and identify and apply appropriate resources utilizing trends associated with the economic, social, ethical, technological, political, legal, and ecological environments.
• Graduates will be able to practice professional ethics, provide leadership, demonstrate personal and global responsibility and work effectively as a team member.

Graduates of the certificate program in Front Office Manager will be able to complete the following tasks:

• Graduates will be able to describe the organization of hotels and the impact of each department on guest satisfaction.
• Graduates will be able to identify front office positions, and their corresponding responsibilities, in small, medium, and large hotels.
• Graduates will be able to discuss the role of the front office in security and loss preventing and crisis management.
• Graduates will be able to describe the critical role of the front office in developing forecasts in that other departments use to maximize profits and control expenses.
• Graduates will be able to demonstrate the ability to forecast occupancy and develop- employee schedules for the front office.
• Graduates will be able to trace the guest cycle from reservations to check-out.
• Graduates will be able to identify the equipment and technology used in a full-service hotel.
• Graduates will be able to describe the reports generated by the night audit using property management systems.
• Graduates will be able to compute operating ratios (ADR, Rev/Par, yield, labor costs, profits margin, etc.) and explain their relevance to performance.
• Graduates will be able to interpret profit and loss statement and daily and weekly financial reports.
• Graduates will be able to explain why the front office contributes the highest profit margin to the hotel.
• Graduates will be able to discuss the impact of front office staff on overall guest satisfaction,
• Graduates will be able to develop strategies for handling customer complaints and resolving problems.

Graduates of the certificate program in Hospitality Customer Service will be able to complete the following tasks:

• Describe the Hospitality Industry, Tourism, and Lodging.
• Overview of Restaurants, Managed Services, and Beverages.
• Demonstrate professional conduct in a business setting.
• Demonstrate oral and written communication skills.

Graduates of the certificate program in Hospitality Industry Human Resources Assistant will be able to complete the following tasks:

• Graduates will be able to know human resource issues, responsibilities and policies in hospitality businesses.
• Graduates will be able to understand recruitment, selection, and induction procedures in hospitality businesses.
• Graduates will be able to understand appraisal, grievance, disciplinary, and termination procedures in hospitality businesses.
• Graduates will be able to know relevant legislation applicable to human resource policies and procedures in hospitality businesses.

Graduates of the certificate program in Hospitality Operations Associate will be able to complete the following tasks:

• Understand broad hospitality and food service concepts.
• Be knowledgeable of the travel and tourism industry and the operation of hospitality services.
• Become familiar with front desk operations including reservations, room assignments, management statistical reports, and handling financial operations.
• Become acquainted with the hospitality through field trips to local motels, hotels, land convention centers.
• Access library, computer, and communications services and obtain information and data from regional, national, and international networks.
• Perform mathematical functions related to hospitality operations.
• Operate equipment used in the industry - including point of sales systems, computers, and computer software.
• Manage conferences, special events, and trade shows.
• Become knowledgeable of the various elements involved in restaurant management and ownership.
• Supervise housekeeping operations.
• Manage property in hospitality operations and resorts.
• Develop strong customer service skills and practices.
• Demonstrate strong communications, problem-solving, and human relations skills.

Graduates of the certificate program in Hotel Management Specialist will be able to complete the following tasks:

• Graduates will be able to train individuals and teams within a diverse and multicultural global organizational environment.
• Graduates will be able to critically analyze and question knowledge, theories and beliefs in education, training and development.
• Graduates will be able to develop capabilities in individuals and teams for critical reflection and for life-long learning.
• Graduates will be able to develop educational leaders of the future with capabilities for management of change, quality assessment, and organizational learning.
• Graduates will be able to manage training and development with reference to accepted standards of business ethics, corporate governance, and social responsibilities.

Graduates of the certificate program in Restaurant Management will be able to complete the following tasks:

• Graduates will be able to apply marketing/management principles and techniques to the restaurant and food service industry and organizational environment.
• Graduates will be able to analyze situations, organize thoughts, and identify solutions.
• Graduates will be able to demonstrate knowledge/understanding of general business and industry related concepts.
• Graduates will be able to organize and communicate ideas and concepts effectively.
• Graduates will be able to apply nutrition principles to menu planning and food production for a variety of customers.
• Graduates will be able to identify methods for controlling bar/lounge operations including beverage identification and responsible legal beverage service.
• Graduates will be able to plan, organize, and supervise the production and service of food and beverage to customers.
• Graduates will be able to demonstrate a basic knowledge of meeting planning and catering services.
• Graduates will be able to discuss the importance of selecting, hiring, training, and managing restaurant staff to reduce liability and increase customer satisfaction.
• Graduates will be able to compute operating ratios (average check, food cost, beverage cost, labor cost, profit margin, etc.) and explain their relevance to performance.
• Graduates will be able to identify equipment and technology used in a full-service commercial kitchen and restaurant.

Graduates of the certificate program in Travel and Tourism Associate will be able to complete the following tasks:

• Describe careers available in the tour and cruise industry.
• Define key industry terminology.
• Identify major tourism destinations worldwide.
• Discuss the connection between the various segments of the hospitality industry that impact tour and cruise operations.
• Demonstrate the ability to interpret a deck plan.
• Demonstrate how to research available cruises and work with clients to put together a cruise package.
• Discuss a manager's responsibility in leading a tour.
• Discuss strategies for addressing customer complaints and resolving problems.
• Discuss the role of technology in the tour and cruise industry.
• Demonstrate good communication skills in written and spoken English.
• Demonstrate professionalism and interpersonal skills and a genuine desire to please guests.
• Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace,