HOSPITALITY AND CUSTOMER SERVICE MANAGEMENT
COURSE DESCRIPTIONS

EXPLORATORY AND INTRODUCTION TO HOSPITALITY (3 credits)
All Grade 9 students go through the Exploratory Program.  Please see page 7 for more detail. Students deciding to enter the field of hospitality and customer service management will be exposed to many career opportunities in the field. All students will be introduced to soft skills necessary to succeed in the hospitality industry. Students will explore the 5 major areas in the field, including lodging, food and beverage, and travel and tourism. Technology-related mathematics, reading, business writing and vocabulary are integrated throughout the curriculum. Grade 9 students will also be introduced to the customer service industry through facility tours.

CUSTOMER SERVICE MANAGEMENT (3 credits)
Students in Grade 10 will begin an in-depth study of Guest Services and Customer Service Management.  Students begin to develop basic guest service skills through role playing of meeting and greeting guests, telephone operations and handling guest complaints.  Business communication skills are an important aspect of grade 10.  Students will focus on business writing and oral communication skills.  Sophomore students will complete an in-depth study of front office operations.  Through the use of REMCO Night Vision® software, students explore the guest cycle starting with reservations continuing through check-out.  Students continue to develop customer service skills through site tours and job shadowing.  Technology-related mathematics, reading, writing, vocabulary, blueprint reading and science are integrated throughout the curriculum.

ADVANCED CUSTOMER SERVICE MANAGEMENT (3 credits)
Students in Grade 11 will focus on food and beverage service including dining room and banquet service.  Students start to prepare for Skills USA competition and the National Occupational Competency Testing Institute (NOCTI) food and beverage performance assessment.  Customer service and business etiquette in the workplace is a primary focus of grade 11.  Juniors continue to develop their portfolio which includes completion of job applications and cover letters.  Students in grade 11 have the opportunity to participate in Work Based Learning (WBL) as well as role play with industry professionals and job shadowing.   Soft skill development, including critical thinking and problem solving skills, are developed in grade 11. Juniors also continue with training through REMCO Night Vision® software for property management as well as begin the new Job Journey Program which prepares students for interviewing and networking as well as other components of the job search.   Technology-related mathematics, reading, writing, vocabulary, blueprint reading and science are integrated throughout the curriculum.      

PROFESSIONAL HOSPITALITY (3 credits)
In Grade 12, students continue to develop customer service and soft skills in anticipation of entering the hospitality industry.  Seniors complete their resume as part of their portfolio.  Mastering interview skills is a critical aspect of preparation to entering the work force.  Team building, leadership skills and equality in the work place are explored in relation to customer service management.  Sales and marketing including event planning, developing business relationships, and internal and external sales are key components to master in the senior year.  Students continue to participate in job shadowing activities at various approved sites. Seniors are also provided an opportunity to interview for various positions with local hospitality businesses including the two casinos in southeastern Connecticut. Students reaching an acceptable level of proficiency may be eligible for Work Based Learning (WBL).  Preparation and training for successful completion of the NOCTI (National Occupational Competency Testing Institute) performance evaluation is also a focus of grade 12. Technology-related mathematics, reading, writing, vocabulary, blueprint reading and science are integrated throughout the curriculum.

Students can choose to further their education at numerous colleges and universities across the country in order to obtain a two year or four year degree in travel tourism and hospitality management related fields. Immediate employment opportunities include: casinos; hotels and resorts; restaurants and banquet facilities; as well as the many customer service establishments.

*College Career Pathways - Students successfully completing this program can receive advanced college credit.