1. Demonstrates knowledge and understanding of the business operations performed by different departments and how those departments work together to achieve the goals of the organization.
2. Demonstrates an understanding of the different roles within the organization and the broader industry.
3. Completes job functions with support from supervisor.
4. Takes on special projects.
5. Communicates appropriately between essential departments.
6. Completes job functions with minimal support from supervisor.
7. Independently performs job functions with minimal supervision.
8. Resolves problems for the business with minimal supervision.

1. Demonstrates ownership of service standards by going above and beyond to ensure that internal and external guests have a personalized and positive experience.
2. Speaks without slang or abbreviated language.
3. Maintains a friendly demeanor.
4. Dresses professionally and take pride in appearance.
5. Uses systems to meet guest needs with support from supervisor.
6. Demonstrates good judgement about when to get support from colleagues.
7. Demonstrates confidence in engaging with guests.
8. Uses professional language.
9. Takes ownership of guest concerns to resolve issues and knows who to seek out for support.
10. Anticipates guests’ needs on a regular basis to provide quality service.
11. Maintains a positive and composed demeanor in all situations.
12. Handles criticism with grace.
13. Resolves guests’ conflicts as the first point of contact.
14. Uses good judgement to meet guests’ needs without going to their supervisor.
15. Independently leverages resources to increase their knowledge of industry best practices.

1. Understands best practices around safety and security and demonstrates a commitment to ensuring the safety and well-being of external and internal guests.
2. Observes and follows general safety guidelines.
3. Demonstrates understanding of what constitutes a safety threat and appropriately communicates concerns.
4. Notices safety threats and takes appropriate action.
5. Takes initiative to fix any hazards they encounter.
6. Independently develops their knowledge of safety and security best practices and new technologies.

1. Identifies risks and opportunities for the business when making decisions.
2. Uses time wisely during their shift to meet productivity guidelines.
3. Selects the right approach to overcome obstacles and make decisions.
4. Exercises good judgement on when to protect the financial interest of the company and when to cater to the guest.
5. Demonstrates knowledge of market and competition and uses that knowledge effectively when interacting with guests.

1. Accepts and welcomes everyone, regardless of differences.
2. Takes basic actions to communicate with everyone.
3. Exhibits warmth and acceptance toward everyone.
4. Uses appropriate body language as required by the position.
5. Communicates across language barriers by reading body language and using nonverbal cues.
6. Takes initiative to build relationships with everyone.
7. Politely gives and accepts feedback in front of a guest.
8. Embraces diversity to build relationships.
9. Maintains professional relationships even in the face of conflict.
10. Provides a high level of hospitality to all guests.
11. Takes intentional actions to promote inclusion.
12. Takes initiative to build their skills to connect across lines of difference.

1. Fulfills essential front desk, reservation, and PBX functions with attention to detail and a high level of accuracy.
2. Provides recommendations that meet customer needs, including for recreation, transportation, and dining.
3. Uses basic hospitality verbiage in communicating with the guest, such as recognizing their loyalty status or acknowledging their return visit.
4. Executes basic functions of the software system with supervision.
5. Effectively utilizes the software systems without supervision.
6. Politely responds to conflict.
7. Demonstrates knowledge of relevant attractions and amenities to enhance the guests’ experience.
8. Uses existing information about the guest to make relevant recommendations about attractions and amenities.
9. Has full understanding of property management system to handle complex requests independently.
10. Uses detailed knowledge of relevant attractions and amenities to anticipate and fulfill customer needs.
11. Trains new employees.

1. Fulfills essential functions of the process of preparing, presenting, and serving food and beverages to the customer while adhering to food and beverage laws and regulations.
2. Uses full understanding of the menu to make appropriate recommendations based on allergens or specific requests.
3. Executes opening and closing procedures correctly.
4. Provides service level that is expected by the brand.
5. Demonstrates knowledge of the back of the house processes.
6. Executes appropriate functions to work with the back of house.
7. Interacts with guests to ensure they have a memorable experience.
8. Sets up food and beverage displays according to the company’s standards.
9. Meets service standards, including operation of POS system.
10. Demonstrates leadership by training others and/or independently leading the dining room or running an event.
11. Trains new employees.

1. Applies detail orientation, customer service, and logistical planning to ensure proper execution of events.
2. Proficient in the food and beverage operations competency.
3. Knows the spaces, their capacities, and basic set up.
4. Articulates the action items from a banquet event order.
5. Articulates necessary deadlines and benchmarks.
6. Creates diagrams of the space and understands the proper set up of a space.
7. Executes an event with supervision.
8. Takes ownership of successful execution of the event by creating a timeline of necessary deadlines and benchmarks, working cohesively with the back and front of house staff, and managing vendors.
9. Anticipates last minute changes.
10. Effectively problem-solves last minute changes.
11. Uses personalized touches, including follow up, to retain clients and build and maintain a network.
12. Plans and executes multiple events simultaneously.

1. Understands, supports, and executes on the business plan and sales goals.
2. Correctly fills out a banquet event order.
3. Demonstrates basic knowledge of the competitive set (STR).
4. Assists appropriately with on site visits.
5. Articulates basic functions of the sales system.
6. Prepares a banquet event order and articulates the basics of a contract.
7. Supports the sales team as they execute their job functions.
8. Performs job functions of a sales coordinator.

1. Effectively executes processes and procedures for housekeeping services.
2. Executes standard operating procedure for housekeeping.
3. Displays proper safety precautions.
4. Assists in room inspections.
5. Demonstrates understanding of the scheduling system.
6. Inspects rooms and public spaces appropriately.
7. Communicates with other departments to prioritize and resolve guests’ requests.
8. Prioritizes work while ensuring that productivity standards are maintained.
9. Executes inventories to appropriately order supplies and chemicals.

1. Executes processes and procedures for facilities maintenance.
2. Understands standard operating procedures for maintenance of the facility and grounds.
3. Displays proper safety precautions.
4. Articulates preventative maintenance goals.
5. Inspects facility and grounds appropriately.
6. Shares learnings based on inspections with supervisor.
7. Communicates with other departments to prioritize and resolve work orders.
8. Prioritizes work to enhance the guests’ experience.
9. Conducts inventories to appropriately order supplies.

Introduction to career-readiness to prepare students for working in a professional environment: apprenticeship and workplace expectations with a focus on growth mindset.

Skills in common computer applications, effective workplace communication, time management, and conflict resolution.

Orientation training provided to new employees by the employer.

Understands principles and processes for providing customer and personal services. This includes assessing customer needs, meeting quality standards for services, and keeping customers informed.

Understands the organization of the hotel, travel and tourism, convention and meetings, and other large-scale foodservice industries and their role in the market.

The student learns service, safety, preparation, and regulations around food and beverage service. The student learns about the different roles and operations of a food and beverage hotel operation, including sales and management of banquet event orders.

Analyzes and processes complex data for core business sales operations in a hotel service environment. Learns how to operate and execute with a hospitality mindset for service operations. Identifies the underlying principles, reasons, and facts of data sets. Learns to break down information or data into separate parts and utilizes industry software.

Applies detail orientation, customer service, and logistical planning to ensure proper execution of events. Learns how to manage necessary deadlines and benchmarks. Uses software to create a diagram of the space and understands the basic technological setups for microphone and entertainment needs. Learns how to utilize Banquet Event Order systems and basic event sales contract negotiation.

Teaches student standard operating procedures for maintenance of the facility and grounds. The student learns preventative maintenance goals and standards for service facility operations. The student learns standard operating procedures for hotel operations such as housekeeping, front desk, and human resources including scheduling of operations and personnel. The student learns what is required for specific work tasks, determines if and how the process is working and how changes in conditions, operations, and the environment will affect outcomes.

Teaches apprentice to understand best practices around safety and security, the applications of DEI in those instances, and demonstrates a commitment to ensuring the safety and well-being of all external and internal guests.