Students will be able to: define and describe hospitality terminology; define and categorize hotel organization and hotel segmentation; describe standards of service; describe the function of human resources in the hospitality industry; demonstrate effective communication and telephone technique; handle guest complaints; explain fee and pricing categories; provide guest information services (concierge service); explain functions of the marketing department; describe the hotel as a product; describe and apply the elements of a marketing strategy; target the market audience; explain the concept of supply and demand; describe the importance of suggestive selling and upgrading; prepare and promote sales; describe banquet and group sales; explain safety regulations as required in hospitality industry; demonstrate knowledge of OSHA regulations and standards; practice personal hygiene; maintain guest and employee security procedures in a hotel; describe and process financial transactions; describe night audit procedures; operate POS (point of sale) system and/or cash register; demonstrate knowledge of travel/tourism-related geography; accommodate different needs of travelers; demonstrate the use of technology in the travel industry; describe rights of the innkeeper and guests; describe hotel legal responsibilities and issues; demonstrate knowledge of ADA (Americans with Disabilities Act) requirements; describe the size and scope of the food service industry; plan, prepare, and cost menus; purchase food and beverage items; describe techniques for food preparation; identify and describe the correct use of restaurant equipment; explain procedures for health, safety, and sanitation; describe the basic elements of restaurant layout and design; describe different types of service; describe the positions and responsibilities of restaurant employees; describe room service procedures. Performance Component: Napkin Folding (14%), Identify Equipment (6%), Perform Table-Side Service (14%), Prepare Chicken Cordon Bleu (21%), Serve Guests (22%), Pricing Menu Items (7%), and Complete a Banquet Event Order Sheet (16%).