1. TH117: Global Hospitality Unit One Welcome! Course Overview Note: This seminar will be recorded by the instructor.

2. Course Description: In this course, aspiring managers learn about the many global opportunities available in the hospitality industry. Highlights include the service, travel and tourism industry, hospitality careers, club organization and operation, the cruise industry, and casino hotels. Students gain a better understanding of the organization and structures of hotels, restaurants, and clubs from a management perspective, including franchising and management contracts, business ethics, human resources, and marketing.

3. 1.Differentiate the organizational structure of industry establishments 2. Describe the planning process of conventions and meetings 3. Evaluate management theories 4. Examine legal and ethical boundaries of the travel industry. 5. Identify hospitality career opportunities 6. Describe food and beverage management 7. Analyze the customer experience Course objectives

4. Title: Hospitality Today: An Introduction, 6th edition Author(s): Rocco M. Angelo, Andrew N. Vladimir ISBN: 978-0-86612-294--8 Publisher: American Hotel and Lodging Association Your Text Book

5. not offered in Kaplan School of Business courses.Extra Credit Policy: Is not offered in Kaplan School of Business courses. Online Attendance/Tardiness Late Work Policy Plagiarism Policy Kaplan University Grading Scale Netiquette Kaplan University Policies

6. Let’s Review: Deadlines All units close midnight EST on Tuesdays If you are having a difficulty getting work in- Contact me BEFORE the deadline. Discussion threads will be closed at that time and cannot be handed in late. Plan appropriately. All unit reviews and projects are also due at that time See the syllabus for late policies for projects 1-7 calendar days late = 20% penalty 8-14 calendar days late = 30% penalty more than 14 days = automatic zero

7. Plagiarism is a very serious offense! Just don’t do it!!! Tutoring (Kaplan University Policy) Tutoring is available to you! We want you to succeed!!! Plagiarism Policy (Kaplan University Policy)

8. Let’s Review: Course Element Overview FIVE Grading Elements- See your Syllabus for grading allocation -Discussions- Every Unit -Assignments -Reviews -Web Activities -Final Exam Extra Credit is not offered

9. VERY IMPORTANT REQUIRMENTS:VERY IMPORTANT REQUIRMENTS: 100-words or moreStudents should post answers consisting of 100-words or more for all initial Discussion Board posts. One-sentence answers just won’t cut it (VERY IMPORTANT). Saturday in each unitStudents must make initial answer posts to the discussion board by no later than Saturday in each unit. Students must be active on the discussion board 3 days per week. Students should respond to no fewer than TWO classmate’s answers in each thread of the Discussion Board. Students should plan on completing work on time. Students should post well thought-out responses in Standard English. It is imperative that you contact me immediately to let me know if you will be late with any of your assignments. Threaded Discussions

10. How to do well in discussions Pay attention to the rubric in your syllabus Post early Apply the language and concepts from your readings in your responses Interpret your own knowledge in terms of the course – personal experience is great, but apply your reading to it Check out the key terms at the end of each unit – try to incorporate them into your answers and responses Use web based research where appropriate to make a point Use material from previous units to link concepts Be thoughtful, thorough, and substantive Check frequently to see if anyone has asked questions Anytime you are at your computer, and have a couple of minutes, drop in!

11. APA manuscript style dictates how your paper should appear on the page. The papers you produce for most Kaplan University classes will be final manuscripts. Your Paper Submissions should include: A title page The paper itself (the "discussion") A references page Assignments

12. Working with Assignments Review the grading rubric found in the syllabus Proof, proof, proof – grammar and spelling matters. Using APA is recommended. See page 5 of syllabus Apply the concepts and language (keywords) used within the course Answer all the questions in terms of the key concepts of that unit Be thorough, especially when examining the website Additional research may be used. For example, if you are working with a case within your text, and wish to examine websites as well, that can only enhance your work. If something is confusing, check with your professor

13. Reviews Multiple choice quizzes Think the question through ALWAYS read instructions- Some may have time limits or not allow you to take more than once. Keep aware of the deadline- system closes access automatically

14. Web Activity: Unit 3 & 8 Discussion type question. Web field trip Your opinion No response to fellow classmates needed

15. Final Exam Final Exam is taken in Unit 9 50 Multiple Choice Questions Open Book Exam Not a timed Exam Must be completed by the end of Unit 9 (No Exceptions)

16. Seminars Seminars are held in Unit 1, 5, & 9 Fun and helpful Opportunity to ask questions Opportunity to interact with classmates Day and time, as well as link to seminar room, will be posted by the instructor in the Announcements You can review the recording (which will be posted as a link in an Announcement) if you are unable to attend

17. Do you have any questions about the course syllabus and policies? If not now… please email me! If necessary… I will call you! TH117: Global Hospitality

18. When you hear "hospitality" what comes to mind? TH117: Global Hospitality What experience have you had in your personal life or professional life thus far with the hospitality industry (hotels, restaurants, meeting industry and so on)?

19. Competencies for Service Makes the Difference

20. Define “service.” Summarize how service businesses differ from manufacturing businesses. Competencies for Service Makes the Difference

21. Service Businesses vs. Manufacturing Businesses For Service Businesses: The nature of the product is different Customers are more involved in production People are part of the product It's harder to maintain quality control standards Services can't be invented The time factor is more important Distribution channels are different

22. Competencies for Service Makes the Difference

23. The Strategic Planning Process

24. Describe the basic components of a strategic service vision for service companies. Targeting a Market Segment Focusing on Service Strategy Setting Service standards Job Restructuring Competencies for Service Makes the Difference

25. Summarize the keys to delivering good service Don’t forget Who you are (Company Strategy)! Encourage Every employee to act like a manager… (Culture & Empowerment) Handle Moments of Truth Correctly Hire good people and keep them HAPPY! Respond in a Timely Manner Competencies for Service Makes the Difference

26. Describe Disney’s four basic service priorities Safety Courtesy Show Efficiency) Competencies for Service Makes the Difference