PART A:

• Explain the three roles of a general manager: operational control, organizational development, and business maintenance.

• Determine how total quality management can be used effectively by a general manager.

• Evaluate verbal and non-verbal communication.

• Explain why general managers need to possess good communication skills.

• Discuss the various barriers of communications.

• Explain a communication audit.

• Analyze performance culture and how a general manager can set such culture in a hotel.

• Determine and discuss the characteristics of the operational areas of the food and beverage department: restaurant, room service, bars and beverage, banquet and catering, and food production.

• Evaluate and discuss the management functions in food production management.

• Evaluate the management functions in restaurant management.

• Explain and analysis the management functions in beverage management.

• Determine and explain the management functions in catering management.

• Determine and analysis the management functions of a director of food and beverage.

PART B

• Evaluate and discuss the organization of a front office department.

• Determine the role of the following personnel: front office manager, senior assistant front office manager, reservations manager, reservationist, key, mail, and information clerk.

• Explain how future room availability can be determined.

• Analyze the four sources of direct reservations: mail, telephone, central reservation system, and in-house.

• Explain how outside hotel representation and marketing and sales generate reservations for a hotel.

• Determine the following types of reservation: convention or group, guaranteed.

• Determine and discuss the eight pieces of information needed for the reservation process.

• Analyze the registration process and the check-out process in a hotel.

• Determine some of the information that a front desk agent should know in order to serve the guests effectively.

• Explain the three steps of the arrival process.

• Evaluate the ten procedures that a hotel should follow on the morning of a group arrival.

• Analyze the acceptable practices in handling guest mail, messages, and information.

• Determine the process of handling an overbooking.

• Explain the job duties of the guest service's staff: concierge, concierge assistant, bell captain, bellman, baggage porter, and doorman.

• Determine the services provided by the telecommunications department.

• Evaluate the role of a PBX manager and night auditor.

• Determine the process of night audit.

• Analyze the process of a checkout: settlement, room status change, preparation of guest history, and guest relations.

PART C

• Determine the role of each housekeeping staff member: executive housekeeper, assistant housekeeper, inspector, house staff, laundry supervisor, guest room attendant, runner, linen room supervisor, and linen room attendant.

• Explain why scheduling is important in a housekeeping department.

• Evaluate and explain the use of a master staffing sheet.

• Determine the turnover and analyze its effects on staffing in the housekeeping department.

• Evaluate the ten minimum standards that should be considered in evaluating the cleaning of a guestroom.

• Explain the importance of inventory control in a housekeeping department.

• Describe and explain the four reasons why linen would be taken out of circulation.

• Explain the role of the Occupational Safety and Health Act (OSHA) as it pertains to the lodging industry.

• Determine the five elements that are involved in most accidents in a lodging establishment.

• Explain how accident prevention can help the financial health of a lodging establishment.

PART D

• Explain job specialization and discuss its usefulness in an organization.

• Analyze the four problems associated with job specialization.

• Understand and be able to explain the job responsibilities of personnel in the following departments or positions: Rooms, Food and Beverage, Marketing and Sales, Human Resources, Accounting, General Manager, and Resident Manager.

• Explain the advantages and disadvantages of a functional organization design.

• Compare and contrast the two patterns of authority: centralized and decentralized.

• Compare and contrast narrow versus side span of control.

• Identify the member and explain the function of an executive operating committee in a hotel.

• Identify and define the key organizational trends that hotels must acknowledge in order to be successful.

• Understand the following terms and their roles in staffing a hotel: job analysis, job description, job re-design, performance evaluation, and compensation.

• Define the three levels of a management career in the lodging industry and give an example of each.

• Analyze the importance of a clear chain of command.

• Evaluate the career opportunities, challenges, and dynamics of the food and beverage department.

• Evaluate the characteristics of the hotel and beverage working environment.

• Discuss the importance of staffing in a lodging operation.

• Explain the various employee functions in a hotel and beverage department in a lodging operation

• Evaluate the career opportunities, challenges, and dynamics of the food and beverage department.

• Evaluate the characteristics of the hotel and beverage working environment.

• Discuss the importance of staffing in a lodging operation.

• Explain the various employee functions in a hotel and beverage department in a lodging operation

PART E

• Explain the factors to consider when planning a kitchen layout

• Explain selection factors for purchasing kitchen equipment

• Evaluate the categories of restaurant equipment

• Determine how you maintain kitchen equipment

• Explain the role of a health inspector

PART F

• Determine the functions of a marketing and sales department.

• Determine and briefly explain the characteristics of a successful sales department.

• Evaluate the use of a telephone survey done in a sales department.

• Explain the procedures and guidelines in making a sales call.

• Explain the steps a sales staff should follow in a convention booking.

• Determine and analysis the marketing functions of a hotel.

• Analysis the advertising functions of a hotel.

• Evaluate and discuss the brochures and collateral materials used in sales and marketing.

• Evaluate packages, promotions, and public relations functions of a hotel.

• Explain how the marketing and sales department manages rate and pricing to maximize the profits of a hotel

• Explain yield management.

• Explain revenue management.

• Evaluate and discuss the six fundamentals of yield management: market segmentation, demand and booking patterns, pricing knowledge, integrated information, responsibility, and mathematics of yield management.

• Determine and explain the three methods to achieve yield management.

• Explain why some people open restaurants

• Determine the liabilities of restaurant operations

• Analysis the history of restaurants

• Evaluate the advantages and disadvantages of buying, building, and franchising restaurants

• Determine the various characteristics of restaurants

• Compare and contrast chain and independent restaurant operations

• Determine the lives and contributions of prominent past and present restaurateurs

• Analysis the important of a good restaurant name

• Explain the relationship between concept and market

• Determine and evaluate the qualities of successful restaurant concepts

• Determine factors to consider when choosing a restaurant location

• Explain how you develop a restaurant concept

• Explain the factors to consider when planning a menu

• Determine and describe some common menu types

• Analyze the methods for determining menu item pricing

• Evaluate the factors to consider when determining a menu's design and layout.

PART G

• Analysis a restaurant business plan

• Determine and conduct a market assessment

• Describe the importance of the four P's of the marketing mix

• Evaluate the various promotional ideas for a restaurant

• Evaluate how you prepare an income statement

• Describe the process of financial budgeting

• Discuss and evaluate the strengths and weaknesses of the various types of loans available to restaurant operators

• Determine the type of changes a lessee should consider before signing a lease

• Analysis the procedure for obtaining a loan to start a restaurant business

• Describe the various loans available

• Analysis th nuances of restaurant leases

• Describe the various forms of business ownership

• Determine the various forms of business ownership you can use in the restaurant business

• Evaluate the legal aspects of doing business.