Hospitality Services Learning Plan Risa McCann

Fall 2017Houston Airport Marriott

CATE Center

Dates: Monday, Sept. 11, 2017 – Friday, November 3rd, 2017

Learning Target: Students will become familiar with the course instructor, the course syllabus and expectations.

They will begin to develop their personal brand of professionalism through developing an understanding of the workplace environment – Standups, sexual harassment, and safety on the job.

Students will develop an understanding of personal and hospitality etiquette.Students will be able to count make and count change to customers.

They will learnthe Houston Airport Marriott facility, staff and the Marriott Corporation history and expectations.

Students will obtain the Texas Food Handlers Safety Certification.

The students will study and develop an understanding of the hospitality industry in today’s world and marketplace.

Daily Activities

Monday, Sept 11th Students will perhaps come to the CATE CENTER

Tuesday, Sept 12th CATE Center

  • Roll Check – Students will create table tents of their names
  • Introduction of myself
  • Students interview their table partner and introduce them to the group
  • Students will read their Welcome Letters written by 2015-2016 students
  • Take photos of each student for mentors and poster
  • Birthday information will be collected
  • Enroll students in Remind!
  • Distribute and explain the student handbook
  • Explain Marriott requirements-nametag, uniform, shoesdue Friday, September 22, 2017
  • The History of the Pineapple

Wednesday, Sept. 13th CATE Center

  • Discuss Late ArrivalDays– Thursday morning bus and the fact that the class will be taught at CATE Center on Thursday for the whole year. Students will be expected to bring course materials, be prepared with any assignments completed, or be prepared to take any tests.
  • Students will participate in the Successful Intern discussion
  • Collect all student/parent forms

Thursday, Sept 14th CATE Center

  • Collect all student/parent forms
  • Reminder that uniforms, shoes and Thank You Notes are due Friday,
  • Introduce the student-led Daily Stand-Ups; students will sign up for their week
  • Collect all student/parent forms
  • The Energy Bus Books and study books will be distributed and the protocol explained

Friday, Sept 15th CATE CENTER

  • Hospitality Etiquette –First Impressions;Handshakes, Greetings, Introductions, and Elevator Etiquette
  • Collect all student/parent forms

Monday, September 18th CATE CENTER

  • Standup will be led by Mrs. McCann
  • Collect all student/parent forms
  • Students will view and discuss Front Desk First Impression video (43 minutes)

Tuesday, Sept. 19th

  • Standup will be led by Mrs. McCann
  • Students will participate in a discussion of Harassment
  • Students will watch the Blood Borne Pathogens video, discuss the information presented and answer the Blood Borne Pathogens worksheet
  • Collect all student/parent forms

Wednesday, September 20th CATE CENTER

  • Standup will be led by Mrs. McCann
  • Making Change lesson

Students will learn how to set up a cash drawer in a retail register.

Students will receive oral instruction how to count change back to a customer

Students will access counting change and work the 10 scenarios; they will record their score for the instructor

Thursday, September 21st CATE CENTER

  • Standup will be led by Mrs. McCann
  • Practice making change- Students will pull a strip from the pile, read the scenario and using the cash drawer provided – count the correct change back to the instructor
  • The Energy Bus discussion will be held

Friday, September 22nd CATE CENTER

  • Check all uniforms and collect all thank you notes
  • Standup will be led by Mrs. McCann
  • Students will watch Courtesy Rules video (20 minutes)
  • Safety on the Job notes and Emergencies in the Workplace will be discussed

Monday, Sept. 25thCATE CENTER

Marriott Principles of Hospitality (500 hotels in 50 countries!)

  • Marriott hosts are Thoughtful, Dynamic and Polished!
  • Marriott Credo for the Art of Hosting
  • 15/5
  • Take care of your associates and they will take care of the guests
  • Marriott Bend
  • Say their name, say their name!!
  • Marriott Acronym for Problem Resolution – GUEST -(Greet, Use their name, Establish their need, Show sincere interest and Thank the guest)
  • Marriott Acronym for Guest Satisfaction-LEARN-(Listen, Empathize, Apologize, Respond and Notify)

Tuesday, Sept. 26thCATE CENTER

  • Student led Standup
  • Students will take the Unit One Test (successful intern, hospitality etiquette, blood borne pathogens, harassment, & making change)
  • Students will create an Elevator Pitch to explain the Hospitality Services program and deliver them to the class

Wednesday, Sept. 27thCATE CENTER

  • Student led Stand-Up
  • Electronic Portfolios will be explained and assigned

Thursday, Sept. 28thCATE CENTER

  • The Energy Bus discussion will be held

Friday, Sept. 29thCATE CENTER

  • Student-led Stand-Up

Marriott Corporation Quiz

Monday, October 2ndCATE CENTER

  • Student-led Stand-Up
  • Students will begin the Food Handlers Certification via TAMU

Tuesday, Oct. 3rdCATE CENTER

  • Students will continue and complete the Food Handlers Certification

Wednesday, Oct. 4thCATE CENTER

  • The Hospitality Industry unit notes will be presented

Thursday, October 5thCATE CENTER

  • Student led Standup
  • The Energy Bus discussion will be held

Friday, Oct. 6thCATE CENTER

  • The Hospitality Industry unit notes will be completed

Monday, Oct. 9thCATE CENTER

  • The Hospitality Industry Questions will be assigned and due

Tuesday, Oct. 10thCATE CENTER

  • Student expectations for tomorrow’s day at the Marriott will be discussed

Wednesday, Oct. 11Marriott Hotel

  • Student led Standup
  • Students will ride the CATE bus to the Marriott.
  • Marriott managers and staff introductions will be made. Students will be welcomed
  1. 8 AM Arrival and Continental Breakfast
  2. 8:15 AM – 9:35 AM Executive Team Introductions (Suzy, Khalid, Christina and Alejandra)
  3. 8:30 AM Orientation and Service Excellence Training

Thursday, October 12thCATE CENTER

  • Students will review the experience of the Marriott orientation
  • The Energy Bus discussion will be held

Friday, October 13thMarriott Hotel

  • Student-led Stand-Up
  • Tour the Hotel- Students will be given the Marriot Map Activity/Quiz to complete as we tour the hotel together.
  • Students will locate their lockers and practice locker combinations

Monday, Oct. 16thMarriott Hotel

  • Student led Stand-Up
  • Tour the Hotel - students are given “Who is Who in the Hotel?” worksheet. They are to take turns approaching the employee at the various stations. They are to introduce themselves, shake hands and begin the conversation about what their role as an employee in that position is. They are to also ask what an intern would be responsible for at this station. Assign Lockers, go over Marriott Corp. Locker Policy, we will get the student’s locker forms completed and signed.

Tuesday, Oct. 17th

Wednesday, Oct. 18th

  • Students will ride the TRAM and complete the worksheet

Thursday, Oct. 19thCATE Center

  • Students will complete Welcome to the Marriott Test
  • Students will complete their Rotation Requests forms and submit them to the instructor

Friday, Oct. 20th

  • Students will assemble their Mentor packets
  • Expected Competencies for each rotation station will be discussed

Monday, Oct. 23 – Friday, Oct. 27

  • Students will work through week 1 of Rotation 1
  • Students will turn in The Hospitality Industry Questions
  • Students will be assigned both You As a Guest Professional and The Guest Cycle notes and questions sheets, these will be due Oct. 26th
  • Students will take The Hospitality Industry Test

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