DOCUMENT RESUME

ED 322 360 CE 055 482

TITLE Tourism Curriculum.INSTITUTION Alaska State Dept. of Education, Juneau. Div. of

Adult and Vocational Education.PUB DATE 88NOTE 86p.PUB TYPE Guides - Classroom Use - Guides (For Teachers) (052)

EDRS PRICE MF01/PC04 Plus Postage.DESCRIPTORS *Competence; *Competency Based Education; *Course

Content; Course Descriptions; *CurriculumDevelopment; *Educational Resources; HospitalityOccupations; Postsecondary Education; SecondaryEducation; State Curriculum Guides; Teacher Role;*Tourism; Travel; Vocational Education Teachers

IDENTIFIERS *Alaska

ABSTRACT

This competency-based curriculum guide is a handbookfor the development of tourism elucation programs. Based on a surveyof Alaskan tourism employers, it inc2ndes all competencies a studentshould acquire in such a welding progran. The handbook stresses theimportance of understanding the principles associated with thevarious components of the tourism industry. Units begin withdefinitions of terms and principles so that students will haveconceptual frameworks upon which they m develop a completeperspective for working in the field. The handbook is organized inthese seven sections: (1) the concept of competency-based curriculumand the role of vocational educators in curriculum planning,implementation, and evaluation; (2) the scope of tourismcompetencies; (3) competencies and tasks for the followingsubjects--Alaskan studies, geography and culture, industry structure,economics, marketing, communications, customer service, employabilityskills, travel planning services, accommodations, and internationaltourism; (4) course descriptions to assist school dis ricts indeveloping their vocational programs; (5) curriculum analysismatrices to be used to determine competencies for specific tourismcourses; (6) a sample skills card fo1: evaluating and recordingstudent progress; and (7) information on resources and specificmaterials available in Alaska and the rest of the nation. (KC)

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Alaska Department of Education 1988

23EST COPY AVAILABLE

TourismCurriculum

State of AlaskaSteve Cowper, Governor

Developed by the:Alaska Department of EducationOffice of Adult and Vocational Education

William G. Dammed, Commissioner

Karen Rya Is, Administrator,Office of Adult and Vocational Education

This publication was prepared with the support of U.S. Department ofEducation funds under the Carl Perkins Vocational Education Act, PL98-524. Copies are available from the Alaska Department of Education, Officeof Adult and Vocational Education, Alaska Vocational Materials Library,Box F, Juneau, Alaska 99811, (907)465-2980. This publication may beduplicated.

Alaska Department of Education 1988

The Alaska Department of Education is an equal opportunityemployer and will not discriminate in Department employment,supervision, practices, services or educational programs on thebasis of race, religion, color, national origin, age, sex, nandicap,marital status, changes in marital status, pregnancy, parenthood,veteran's status, veteran's disability or political affiliation.

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Table of Contents

Foreword

Acknowledgements

I. Introduction to Competency-Based Curriculum

i

iii

Competency-Based Curriculum 3Curriculum Delivery Systems 4Role of instructor in Curriculum Planning, Implementation,and Evaluation 4

II. Program Development 9

Scope of Tourism Competencies 10

Ill. Competencies and Tasks

Alaskan Studies 13North American/World Geography and Culture 17Industry Structure 19Economics 21Marketing 25Communications 29Customer Service 33Employability Skills 35Travel Planning Services 41Accommodations 49Intemationci Touhsm 55

IV. Course Descriptions 59

V. CurricAm Analysis Matrices 63

VI. Sample Skills Card 73

VII. Suggested Resources 77

11111111.16.,

5

oForeword

The hospitality and toudsm industries are among the fastest growing in Alaska, as well as the rest of the UnitedStates. The Alaska Visitor Industry is a billion dollar business. According to the Alaska DMsion of Tourism,the total number of out-of-state visitors to Alaska in 1987 was 744,000 with 533,100 of those visitors arrivingduring the summer months. These figures represented a 13% increase for the years 1985 to 1987. In 1986,the growth rate was 13 percent over the previous year.. The annual growth rate, historically, has been a steady3 to 5 percent. The demand for professional employees exceeds the supply by more than five years. Astudy done in 1985 showed that 19,000 people worked drectly in full-time year round jobs associated with thetravel industry in Alaska. Another 38,000 people were indirectly associated with the industry. The economicimportance of tourism in Alaska continues to grow every year.

This competency-based curriculum is designed to be a handbook for the development of tourism programs.It includes all competencies a student will acquire in a tourism education program. Development of thishandbook began with a survey of Alaskan tourism employers. Their priorities regarding the skills andknowledge students need to acquire to survive and thrive in the industry form the basis of this handbook.

The handbook stresses the importance of understanding the principles associated with the various compo-nents of the tourism industry. Units begin with definition of terms and principles so that students will haveconceptual frameworks to which they may develop a complete perspective for working in the field. The elevenunits are fundamental to understanding the tourism industry. The competencies and tasks are presented sothat instructors have the prerogative to determine which aspects they want to teach in basic and advancedlevel courses.

The handbook is organized in seven sections:

Section I introduces the concept of competency-based curriculum. The role of vocational educators incurriculum planning, implementation, and evaluation is also included.

Section II provides the soope of tourism competencies.

Section III presents the cuniculum including the competencies and tasks for tourism instruction.

Section IV contains course descriptions to assist school dstricts in developing their vocational programs.

Section V provides curriculum analysis matrices to be used to determine competencies to be included inspecific tourism courses.

Section VI contains a sample skills card for evaluating and recording student progress.

Section VII lists information on resources and specific materials available in Alaska and the rest of nation.

It is recommended that all students participate in career awareness and exploration experiences to help themunderstand the connection between school and work and make career plans.

Acknowledgements

This handbook reflects the competencies needed for entry-level employment due to the input of Alaskantourism professionals. Thanks and recognition go to the following technical committee members for theirassistance and cooperation:

Alaska Department of Commerce and Economic Development, Division of TourismAlaska Guides AssociationAlaska Private Lodgings Bed and Breakfast, AnchorageAlaska Railroad CorporationAlaska Visitors AssociationAlaska Waterways, Inc., ValdezAlaska Yukon RV Caravans, HyderAnchorage Convention and Visitors BureauAvis Rent A Car, AnchorageBob and Sally's Lodge, AnchorageClarion Hotel, AnchorageCozy Accommodations, HomerCruise Masters, Inc., SeattleDenali Salmon Bake, Denali National ParkGlacier Bay Lodge, SeattleHaines Chapter Alaska Visitors Association, HainesHotel Captain Cook, AnchorageJuneau Convention and Visitors BureauJuneau Lodges, Inc., JuneauKantishna Wilderness Trails, KantishnaKatmaland, Inc., AnchorageMariah Charters, AnchorageMark Air, FairbanksMatanuska-Susitna Convention and Visitors Bureau, WasillaOomingmak Musk Ox Producers Coop, AnchorageQuest Charters and Tours, AnchorageQuinnat Landing Hotel, King SalmonSalmon Falls Resort, KetchikanSheraton Hotel, AnchorageSitmer Cruises, Los AngelesSociety Expeditions, SeattleSourdough Outfitters, BettiesSt. George Tanaq Corporation, AnchorageTemsco Helicopters, JuneauThe Summor Inn Bed and Breakfast, FairbanksTides Inn, PetersburgWilderness Fishing, FairbanksWings of Alaska, Juneau

7I I I

A task force of Alaskan educators in tourism helped to define the units, competencies, and tasks. The taskforce which met to finalize this handbook deserves a great deal of credit for their hard work and valuable input:

Jennifer Deitz, The Travel Academy, AnchorageJudy Demers, The Career Center, AnchorageMarcia Snyder, Hutchison Career Center, FairbanksEdith Taylor, Alaska Pacific University, Anchorage

Special appreciation is expressed to Carin Smolin who coordinated the preparation and completion of thishandbook, and to Mark Hanson, Associate Director of the South East Regional Resource Centar, whoadministered this project.

Special thanks are due South East Regional Resource Center employees Ginger Murar and Dave Wood whodesigned the graphics for the handbook.

Thanks also go to the National Network for Curriculum Ccordination in Vocational and Technical Education(NNCCVTE) and participating states for providing resource materials which improved the quality of thishandbook and saved months of work.

Finally, Verde II Jackson, Curriculum Specialist for the Office of Adult and Vocational Education, must berecognized for designing the curriculum development process and for participating in every step of thehandbook's development ensuring that it is a model Alaskan curriculum of the highest quality.

Karen Rya IsAdministratorOffice of Adult and Vocational EducationAlaska Department of EducationOctober 1988

I v

s

I

Introduction toCornpetency-Based

Curriculum

Competency-Based Curriculum

Vocational education should be directed toward the skiPs, knowledge, and attitudes needed for successfulemployment. Tourism educators need to continually update their curriculum in order to prepare students forcompetition in the job market.

An effective method for delivering vocational education is through a competency-based curriculum. Thiscurriculum is based on a task analysis of the key occupations in tourism. Once a competency-basedcurriculum is set in place, student performance must be measured on levels of proficiency in thosecompetencies. Thus, the critical features of competency-based education are:

1) validating competencies to be included ir the curriculum; and2) evaluation of student competency levels.

This curriculum handbook sets direction for local curriculum developers. It provides a framework fordeveloping courses of study and lesson plans in local schools.

Curriculum Based On Competencies

Competence refers to the adequate performance of a task. The task may be evaluated according to theperf )rmance or process, the service, or both.

Competency-Based Vocational Education consists of programs that derive their content from the tasksperformed in each occupationfjob and assess student performance on the basis of preset performancestandards.

Learning materials define the competencies the student is to master, the cdteria by which the student will beevaluated, and the conditions under which the evaluation will occur.

Competency-based instruction places emphasis on the ability to do, as well as on leaming how and why.Stu lent performance and knowledge are individually evaluated against the stated criteria, rather than againstgroup norms.

The competency process utilizes a checkfist of attitudes, knowledge, and skills that are commonly needed byentry-level employees in tourism occupations. In developing this curriculum handbook, a cross-section oftourism professionals were asked to respond to a survey on the basis of needs within their own establish-ments. The survey results were summarized to deterrr 'ne which attitudes, knowledge, and skills wereimportant to firms in Alaska.

Student Performance Assessment

A curriculum becomes competency-based when students are assessed on the basis of their competence.Sample skill cards are provided in this guide for teachers who wish to use them in assessing the competencylevels of their students. The card has four levels of proficiency which allow continued development of skills.The card can be used to monitor students' progress as they move between tourism classes, between teachersand grade levels, and between school and work. The completed skills card is an important part of a placementportfolio when students begin their job searches.

310

Curriculum Delivery Systems

Vocational Student Leadership Organizations

Some of the competencies in this curriculum guide cannot be fully met in traditional classroom cnd lab settings.The Distributive Education Clubs of America (DECA) is a delivery system which can be integrated into theregular school program. Human relations skills as well as job skills will be enhanced by student partidpationin DECA. DECA activities should complement instruction in the tourism classroom and lab. They should beintegrated as a curriculum delivery system and not Mowed to become an extracurricular activity.

Cooperative Work Experience

Some of the competencies identified in this guide cannot be fully deve'roped at a school site. A work stationin the community offers realstic experiences in fulfilling the program goals in career development rd humanrelations. Cooperative Work Experience offers an excellent vehicle for the delivery of in3truction. With welldeveloped training plans, teachers and employers can cooperate to prepare students for employment.Cooperative Work Experience extends the instructional program beyond the availability of equipmentandinstructor time at the local school. Teachers and employers must maintain regular communicationsto assurethat students are receiving a high quality experience.

The Rural Student Vocational Program (RSVP) provides a Iwo week fulltime work experience for' studentsfrom rural areas where job stations are limited or non-existent.

The Job Training Pannership Act (JTPA) provides on-the-job experienceto disadvantaged youth in both urbanand rural areas.

Role of Instructor in Curriculum Planning,Implementation, and Evaluation

The vocational instructor fulfills many roles which include the following responsibilities:

Preprres a written vocational program plan.

Develops and maintains a written program philosophy with objectives that support the philosophy.

Maintains a written list of competencies identified as needed for the program area.

Devises and maintains a classroom management system for implementing the curriculum materialsprovided for the program area.

Evaluates the curriculum content periodically to determ'ne curriculum changes and updates. ihisincludes the involvement of the students (present and former), advisory committee members, and otherpersonnel.

Selects units of instruction and plans lesson plans based on the competencies of the occupation.

Provides appropriate instructional materials, supplies, and equipment for the students to use.

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1

Provides school guidance counselor with information and updates regarding implementation of thespecific curriculum.

Reviews the instructional maierials to assure that they are free from sex bias and sex role stereotyping.

Works with an advisory committee.

Assists and/or serves as an advisor to the appropriate student organization related to the vocationalprogram area.

Plans and arranges an appropriate classroom learning environment. This involver> assisting students ofdifferent abilities to work at their own pace and in cases where remedial instruction is needed, securingadditional help for those students.

Reinforces basic skills of leading, communication (written & oral) and computation through vocationaleducation experiences.

Helps determine what objective(s) should be established for handicapped students as a part of theindividdal educational plan (IEP) development.

Uses a grading procedure that is made available to all students at the beginning of their training.

Sets an example for grooming and dress that is generally found in the occupational area in business orindustry to enable students to establish appropriate standards.

Benefits of the Competency-Based Curriculum

Competency-based vocational education offers sevoral benefits to students:

1. The competencies/tasks are directed to the student and provide measurable criteria for determining whenthe student has acquired the necessary knowledge and ekills.

2. Students receive realistic training for Ma job. They become competent in tasks that are relevant to theoccupation.

3. Students know what is expected of them throughout the course. The competencies are madeavailable to them at the onset. They know what they rill be doing and how well It must be done.

4. Each student is individually responsible for completing each competency attempted in the curriculum.

5. The basic thrust of the competency-based program is to evaluate students according to theiraccomplishment of tasks as they work up to individual capability. Students are not compared withother students in their accomplishments because each is expected to work according to employmentstandards. Because of the various evaluation policies of different school systems, the ideal of notcomparing students in determining grades is not always possible.

25

II

ProgramDevelopment

,

Program Development

The format of this handbook was selected to aid administrators and teachers in concentrating on the skillsneeded for vocational training. It will assist in selecting the array of units and the delivery system which fit theschool. This provides the flexibility of varying the course content to include the most valuable skills asappropnate for the scope and sequence. The primary importance is that students are able to securefoundation skills. Schools can vary their delivery systems to maximize student opportunities by:

1. Offering courses on alternate years or other planned sequences

2. Offering two or more courses in the same class

3. Providing individualized materials and instruction

A matrix is included In this guide for use in planning the courses to be offered and the content of each course.

The following chart shows the scope of tourism competencies.

AI 4a

Scope of Tourism Competencies

EmployabilitySkills

Accommodations

TravelPlanningServices

InternationalTourism

CustomerService

AlaskanStudies

TourismEmployment

1 . 5

Communications

Economics

jIndustryStructur

North American/World Geography

&Culture

Marketing

',ow,-

16

III

Competenciesand Tasks

Alaskan Studies

r(A) indicates advanced competency or task I

Competency: Understand geography and topography of Alaska

Tasks: Describe the four regions of Alaska:a. southeastb. southcentral,c. far north/interiord. southwest

Locate and describe:a. the major cities/communities in each regionb. visitor destinations

Locate the topographical fomiations and other land features in Alaskaincluding:a. rivers I. volcanosb. mountain ranges j. archipelagoc. glaciers I. morainesd. lakes m. muskege. Inlets n. baysf. oceans o. desertg. sounds/fjords p. tundrah. Islands q. permafrost

Use resources for identifying geography and topography of Alaska such as:a. mapsb. chartsc. milepost

Explain how geographic features influenced settlement and development inAlaska

Competency: Understand climatic conditions in Alaska

Tasks: Explain climatic conditions/patterns of each region such as:a. maritime climate zone of the southeast/southwestb. transitional climate zone of the southcentralc. continental climate zone of the interiord. arctic conditions of the far north

Use resources to recognize and identify climatic differences such as:a. Alaska Geographicb. Alaska Division of Tourism publicationsc. National Weather Serviced. Mileposte. Alaska Almanacf. personal experienceg. media

Explain how climatic conditions affect lifestyles, vegetation, and developmentof each region

13 17

Competency: Understand Alaskan history

Tasks: Trace the historical development of:a. local areasb. tha statec. tourist destinations in the state

Relate foreign influences on Alaska's developmentAssess Alaska's future in relation to Pacific Rim nations

Competency: Understand cultural differences in Alaska

Tasks:

6.1.1

Locate the native cultures of Alaska:a. Eskimosb. IndiansC. Aleuts

Describe native cultures including:a. language and dialectsb. religionsC. arl formsd. foreign influencese. influence of rural, urban, and bush lifestylesf. impact of technology

Explain terms and organizations associated with native culture in Alaskasuch as:a. Native Corporationsb. Alaska Federation of Natives (AFN)c. sovereigntyd. Alaska Native Claims Settlement Act (ANCSA)e. conveyancef. Bureau of Indian Affairs (BIA)

Competency: Understand Alaska's natural resources

Tasks: Explain terms and principles associated with natural resources including:a. conservation m. potential resourcesb. development n. allocationc. human resource o. land freezed. nonrenewable p. Alatka National Intereste. renewable Lands Conservation Actf. capital resource q. Permanent Fundg. natural resource r. infrastructureh. preservation s. conveyancei. exploitation t. Environmental Impactj. agricultural development Statementk.

I.

wilderness areahistoric area

u. recreation area

Explain the development of Alaska's natural resourcesincluding potential, problems, and issues of:

a. timber e. gasb. fishing f. miningc.d.

agricultureoil

g. tourism

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o

Competency:

Tasks:

Describe the types of federal and state-protected andmanaged areas including:a. National Forest e. State Forestb. National Monument f. State Parkc. National Wildlife Refuge g. State Refuged. National Preserve h. wild and scenic rivers

Describe the uroque features of each of Alaska's regions including:a. plants, flowers, and treesb. fish speciesc. wildlife species

(A) Describe the agencies that manage federal and state protected areas(A) Describe the motivation behind early federally-protected and managed

areas(A) Describe the land management and natural resources development and

preservation role of Alaska Native corporations(A) Predict the social changes in Alaska which are likely to result from further

devalepment in Alaska (economic, political, cultural)(A) Explain the issues of development versus conservation

Understand characteristics of visitors to Alaska

Profile the visitor to Alaska by:a. demographicsb. psychographics

Describe seasonal visitor attractions and activities such as:a. fishing g. sightseeingb. hunting h. natural phenomenac. sports I. skiingd. river trips j. dog mushinge.

f.hikingboating

k. organized events

(A) Identify cultural differences of domestic and international visitors(A) Describe the educational aspects of organized travel

Competency: Understand transportation modes in Alaska

e

Tasks: Descrbe transportation modes unique to each region in Alaskaincluding:a. Marine Highway Systemb. Alaska Railroadc. highwaysd. air transportation systems

Explain how each of the following affects transportation in Alaska:a. climatic conditionsb. geographyc. traditional transportation modes of the different culturescl. international, federal, and state regulations

1 nI a15

North American/WorldGeography and Culture

1(A) Indicates advanced competency or task 1

Competency: Understand geography and topography

Tasks: Explain terms and principles associated with geographyand topography such as:a. mountains e. continental divideb. coastal geography f. deltasc. plateaus g. islandsd. plains h. deserts

Describe the regional areas of the:a. United Stateso. Canadac. Mexicod. Canbbeane. Europef. Africag. Asiah. South AmericaI. Oceaniaj. Antarctica

Locate and describe:a. the major cities/communities in each regional areab. visitor destinations

Locate unique topographical formations and other land featuresUse resources for Identifying geography and topography featuresExplain how geographic features influenced settlement and development

Competency: Understand climatic conditions

Tasks: Explain terms, principles, and patterns associated with climate of NorthAmerican and Worldwide regions

Explain how climatic conditions affect lifestyles, vegetation, and development

Competency: Understand U.S. and World History

Tasks: Trace the historical development of:a. local areasb. regional areasc. tourist destinations

Relate foreign influences on North America's development and demographicsDescribe different cultures found in regions of the world(A) Relate foreign influences on national development(A) Predict social changes which are likely to result from further development

(economic, political, cultural)

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20

Competency: identify natural resources

Tasks: Explain terms, principles, potential, problems, andissues associated with the development of

natural resourcesDescribe the unique features of North American and

World regions including:a. plants, flowers, and treesb. fish speciesc. wildlife species

(A) Explain the issue of development versus conservation

Competency: Understand characteristics of visitors

Tasks:

41"Y\

Profile the inbound and outbound traveler by:a. demographicsb. psychographics

Describe seasonal visitor attractions and activities(A) Identify cultural differences of domestic and international visitors(A) Describe the educational aspects of organized travel

Competency: Understand transportation modes

Tasks: Describe transportation modes for regions in North America and the WorldExplain travel patterns to and from various regions in North America and

the WorldExplain how each of the following affects transportation:

a. climatic conditionsb. geographyc. traditional transportation modes of the different culturesd. intemational and federal regulations

182 !

eIndustry Structure

(A) Indicates advanced competency or task 1

Competency:

Tasks:

Understand tourism industry structure

Describe the basic components of the tourism industry on aninternational, national, and regional level including:a. direct providers

1. transportation2. food service3. lodging4. travel services5. retail shops

b. support services1. contractual services2. tour organizers3. media4. education

Explain organizations associated with the tourism industry including:a. World Tourism Organization (WTO)b. Continental Tourism Organizations (ie. European Travel

Commission)c. Regional Tourism Organizations (Pacific Asia Travel

Association)d. National Tourism Organization (U.S. Travel Service)e. State Divisions of Tourismf. Trade Associations (Alaska Visitors Association)g. Local Convention and Visitors Bureauh. Chamber of Commerce

Identify amusement, recreation, and entertainment industry structureExplain forms of public policy affecting tourism such as:

a. regulationsb. legislationc. decisionsd. treatieset. decrees

Analyze local community features which make up the destinationmix including:a. attractionsb. facilitiesc. infrastructured. hospitality resources

Identify resources available in local community to provide informationExplain roles played by marketing, transportation, communication, and

technology in tourismAnalyze travel packages and how they satisfy needs of potential travelers

,

(A) Competency: Understand how diplomatic relations effectinternational tourism

Tasks: Explain terms and principles associated withinternational tourism including:a. Bermuda Principlesb. Bilateral Agreementc Consular Conventiond. De facto recognitione. Do jure recognitionf. exit restrictionsg. visa/passporth. Air Transport Services Agreements

Explain how international agreements are established between countries:a. diplomatic recognitionb. commercial agreementc. consular rights and responsibilitiesd. visa agreements

Explain how internal government regulations control the movement offoreign tourists:a. Helsinki Accordb. Developmental Role of Governmentsc. Political influence

20

Economics

0

o

4)

(A) indicates advanced competency or taski

Competency:

Tasks:

Competency:

Tasks:

Competency:

Tasks:

Pfnderstand principles of economics

Use resources to gain economic informationExplain the role of:

a. competition in the American economyb. risk and profit in the American economyc. the consumer in the American economy

Diagram the flow of products from producer to final sale(A) Identify the effects of the Gross National Product Index (GNP) on:

a. Consumersb. Business firmsc. Government

Understand economic systems

Define free enterpriseExplain the major contnbuters to the Alaska economyExplain the four types of economies:

a. Market economiesb. Direct economiesc. Traditional economiesd. Subsistence economies

Relate the importance of tourism to the Alaska economyExplain why profit is the driving force behind free enterpriseDescribe the:

a. capitalistic economic systemb. socialistic economic systemc. the communistic economic system

Define problems common to economic systems(A) Explain types of business ownership

Understand economics of tourism

Explain economic terms and principles associated with tourism including:a.

b.

c.

d.

e.

f.

9.h.

I.

j.

k.

I.

benefit-cost ratiomultiplier effectcash flowcritical masstravel deficitexport industrybalance of paymentmarket saturationbuyers marketopportunity costsocial tourismperishability

21

m. demographic trendsn. streamlined tourism

producto. expendituresp. leakage'q. direct effectr. host communitys. secondary effectt, supply/demandu. quotasv. tariffsw. import propensity

L 4

Describe the distribution of spormding by touristsExplain how certain costs and liabilities of tourism

affect public facilities and services such as:a. immigrant/migrant workersb. transportation accessc. local roadsd. signse. waterf. sewage and trash disposalg. public safety

Describe the costs and benefits of tourism to an economy/communftyincluding:a. employment benefitsb. it.come bonefitsc. tax revenuesd. visibilitye. cultural benefitsf. social costsg. clean industry

Explain governmental involvement in tourism industryExplain the role of:

a. Alaska Department of Commerce and EconomicDevelopment, Division of Tourism

b. Alaska Visitors Associationc. Convention and Visitors Bureau

Explain destination maturation and market changesApply the principles of supply and demand in determining price(A) Discuss the role of the foreign trade office

Competency: Understand basic prerequisites tor growth in travel

Tasks: Explain terms and principles associated with travel including:a. destination attractionb. domestic travelc. inbound and outbound traveld. international travele. off-season travelf. visiting friends and relatives

Explain t!-.: con&ons fostering growth in travelExplain favors which influenced the early development of travel and tourism:

a. religiousb. healthc. commerced. history and the artse. adventuref. fortuneg. politicsh. package tour and mass tourismi. social tourismj. sports/athletic activities

Explain the economic importance of world and domestic travelDescribe how tourism affects the balance of payments

22

Describe expectations surrounding foreign anddomestic travel

(A) Analyze forecasts for travel markets

Competency: Understand how profits and losses atfef4 siness

Tasks: Define terms and principles concerning profit and lossesExplain how profits and losses influence employmentDescribe the relationship between costs and incomeDiscuss "cash flow" and its relationship to business operationDiscuss how profits and losses affect:

a. investments in goods and fixturesb. employee job satisfaction and moralec. business ethics

Define business risks including:a. economicb. natural phenomenac. human

Identify ways businesses can reduce risksExplain purpose and types of insuranceIdentify insurable risks and uninsurable risks(A) Utilize mathematics and statistics necessary for basic

economic calculations

Competency: Use ethical business practices

Tasks: Explain importance of ethical business practicesDescribe legislation affecting ethical business practicesExplain how ethical behavior influences on-the-job conditionsExplain honesty in advertising

Competency: Understand International trade

Tasks: Explain terms and principles associated with international trade including:a. international tradeb. exchange ratec. tariffd. quotae. importf. free tradeg. protectionallsm

Identify Pacific Rim CountriesAssess the role of Pacific Rim countries in international tradeExplain the importance of Pacific Rim trade to AlaskaExplain the relationship between OPEC and Alaska's oil production revenues(A) Explain the role of documentation in international trade including.

a. flow of goodsb. government rules and regulations

23

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x., n

Marketing

1211indlcates advanced competency or task

Competency:

Tasks:

Understand the marketing concept

Explain terms, principles, and management ofmarketing including:a. advertisingb. promotionc. publicityd. salese. perishabilityf. priceg. preducth. production

Explain how everyone is a part of marketingExplain the relationship between economics and marketingExplain the importance of marketing in businessExplain the Me of marketing management such as:

a. understanding the customerb. helping the customer make the best selectionc. increasing profits

(A) Anair.:: micro and macro marketing

Competency: Understand marketing and sales strategies

Tasks: Determine customer buying motivesIdentify what Influences pablic opinionExplain the role of management in marketingAnalyze decisions based on market segmentsDescribe the marketing planIdentify sales strategiesDevelop a sales budget

Competency: Understand consumer advocacy

Tasks: Explain terms and principles associated with consumer awarenessDescribe consumer protection laws and agencies

business' responsibilw; In consumer advocacy

Competency: Use selling procedures

Tasks: Analyze different methods of salesRelate the importance of product knowledge to customer serviceUst sources for locating information about product/service for saleFollow the steps of a sale:

a. Approach the customerb. Greet the customer courteouslyC. Determine the customer's wants and needs

d. Present the merchandise or information onservice

e. Identify selling featuresf. Identify benefitsg. Use descriptive phrasesh. 'Inve 1 the customer with the merchandiseI. Use ; Iogical sequence of presentationj. Handle objectionsk. Suggest related items or services or alternativesI. Close the sale

Discuss the importance ot a personal style of salesmanshipDescribe additive sel;ing techniquesDiscuss conditions of contract

Competency: Undemtand travel trends and motivations

Tasks: Define terms associated with travel trends and motivations including:a. demographics

b. psychograPhicsc. pleasure travelerd. business traveler

Explain factors influencing pleasure travel including:a. lifestyleb. Incomec. economicsd. travel as a bargaine. currency exchangef. politics and gvvemmentg. Incentive travel

Describe factors which motivate people to travel including:a. leisureb. social contact and trendsc. cultural exchanged. psychologicale. businessf. costg. education

Analyze market segments in the travel industryExplain the role of marketing research in the travel industry

Competency: Use mediating techniques for prnmoting tourism

Tasks: Explain factors that are knportant to successful madceting campaignsDevelop sales tools appropriate for regional, national, and

international tourism promotion including:a. brochures and informational articlesb. advertisingc. publicity and special eventsd. public service announcementse. mailf. slides, movies, videosg. travel writers

leZS

Explain cooperative marketingDevelop a marketing planDevelop themes for marketing campaigns

(A) Competency: Plan and develop tourist destinations

Tasks: Explain terms and principles associated with destination developmentincluding:a. allocentric i . placeb. midcentric j . market mixC. psychocentric k. economyd. comprehensive master plan I . valuee. cottage industry m. qualityf. destination n. imageg. destination development o. market researchh.

I.

Infrastructuresuperstructure

p. supply/demand

Explain the impoffance of tourism planning and policyExplain the five A's of successful tourism development:

a. attitudeb. attractionsC. accessd. accommodationse. advertising

Identify different types of destination attractionsExplain the use of the product life cycle theoryDescribe four major stages of development and growth of a destination:

a. inceptionb. growtnc. ma:lintyd. decline

Explain the steps involved in developing a tourism plan in a community:a. make an assessmentb. evaluate community attitudec. develop a pland. control tourism to communfty benefite. get organizedf. attract the business

(A) Competency: Understand travel sales distribution systems

Tasks: Explain terms and principles of travel sales distribution systems including:a. single-level sales organizationb. dual-level sales organizationsc. multi-level sales organizationd. one-stage distribution systeme. two-stage distribution systemf. three-stage distribution systemg. four-stage distnbution systemh. corporate amountsi. primary supplierj. secondary supplier

l27 Z9

1111k. specialty rhannelerI ground operatorm. tour opei atorn. tour programo. yield

Explain how travel sales distribution systemssell travel services

Describe the changes occurring in the sales organizationof suppliers

(A) Competency: Develop promotional materials

Tasks: Identify the use of promotional mateeials in tourismUse the elements of designUse different typestyles and graphicsLayout a projectUse different graphic production techniquesUse computerized graphic programs

2830

Communications

Competency: Understand the communications process

Tasks: Explain terms and principles of the communicationsprocess including:a. sender k. miscommunicationb. message I. feedbackc. receiver m. thesaurusd. format n. agendae. encoding o. teleconferencingf. decoding p. turnaround timeg. body language q. jargonh. one-way communication r. Henning

I. two-way communication s. oralj. negotiation t. written

identify difference between verbal and nonverbal communicationExplain hcw human values affect behaviorIdentity fastors of human motivationAnalyze different personality traitsExplain common techniques for dealing with difficult situationsApply business protocol for:

a. Introductionsb. confidentiality

Follow verbal and written instructions

Competency: Use electronic communications

Tasks: Explain terms, principles, and benefits of electronic communicationsincluding:a. data communications k. facsimile machineb. teleprocessing I. Interoffice mailc. local area networic m. electronic maild. modem n. courier servicee. communications software o. teletypewriterf. microwave p. postageg. satellite q. mailgramh. time-sharing r. routing slipI. data processing s. word processingj. telecommunication t. teleconferencing

Demonstrate hvw to:a. send a telegramb. send a mailgramc. telegraph a money orderd. send a personal opinion message to a government officiale. use electronic mail

Explain applications of the microcomputer in tourism/travel related businesses

..7 3129

Competency:

Tasks:

Competency:

Tasks:

Use a:a. word processing programb. spread sheet programc. database program

Analyze information

Use effective oral communication skills

Follow steps for preparing presentationsFollow principles for effective speakingUse proper language, avoid slang and industry jargonExplain cultural differences in communication stylesidentify communication styles for different audiences

Use the telephone

Explain the importance of the telephone in businessUse telephone equipment including:

a. PBX (If available)b. rotary dial and touch-tone phonesc. six (or more)-button desk phonesd. speaker phonese. automatic dialersf. Alaskan bush telephone systems

Answer the telephone using:a. proper business identification and greetingb. a cheerful and enthusiastic voicec. clear and distinct speechd. a pleasant tone and pitche. sufficient volumef. conviction and confidenceg. the proper close

Use proper telephone manners by:a. treating every call as importantb. answering calls promptlyc. identifying yourseff immediatelyd. completing calls promptlye. ending positively and appropriatelyf. having pencil and paper readyg. saying "Mank you" and "you are welcome*

Handle incoming calls by:a. answering callsb. screening callsc. transferring callsd. taking messagese. monitoring calls on holdf. routing messages

Handle sales calls:a. address the salesb. suggest additional servicesc. repeat informationd. close the sale

30

3 2

Locate a telephone number using:a. a telephone directoryb. directory assistance

(local and big distance)Follow office procedures for placing long-distarra calls considering time

differences and rate periods for:a. direct distance dialing f. mobile and marine callsb. station-to-station calls g. credit-card callsc. person-to-person calls h. overseas callsd. collect calls I. toll-free callse. conference calls j. Trident radio phones

Competency: Prepare effective written communications

Tasks: Explain characteristics of standard English for businessUse appropriate and specialized vocabularyWrite in clear sentences using coherence, unity, and emphasisCompose business lettersPrepare office memorandaPrepare business reportsComplete formsProofread to locate and correct errors in spelling, grammar, and punctuation

Competency: Use listening skills

Tasks: Describe the major purposes of listeningDemonstrate procedures for effective listeningObserve body language

Competency: Apply reading skills

Tasks: Read for factExplain ways to improve personal concentration

Competency: Perform general office duties

Tasks: Stook brochure racksMaintain alphabetic, numeric, and subject filing systemsUse electronic filing systemsDuplicate materials on copy machineSchedule meetingsMaintain an apnointment and calendar .ysterriProcess mailUse general office resources and references

313

4)

to

o

Customer Service

(A) Indicates advanced competency or task

Competency: Understand customer service

Tasks: Explain the role of public relationsExplain importance of good customer service including:

a. importance to repeat salesb. ways of handling problemsc. compensating for errorsd. helping with other problems

Describe characteristics of Alaskan touristsExplain Importance and use of service strategies in meeting the

needs and wants of customersIderdify aspects of marketing service including:

a. service intangibilityb. perceptions of riskc. quality control and quality assuranced. seasonality of businesse. balanciroa supply and demand

identify differences between customer service roles in differentservice areas, ie. accommodations vs. visitor center

Trace development of service in the tourism industry

Competency: Perform customer services

Tasks: Know your product and serviceUse positive approachesShow a genuine interestSolve special problems and needsFollow business etiquetteUse procedures for dealing with customer inquiries such as:

a. questioning strategiesb. providing necessary materialsc. directing customer to appropriate sources

Use sales techniques

Competency: Handle difficult situations

Tasks: Assess the situationAcknowledge the customerMaintain courtesyEmpathize with customerFollow company procedu. as

;14

Competency: Perform safety/security and sanitation functions

Tasks: Observe and report hazardous conditionsAssist accident victimsRespond to medical emergencyApply first aidAssist in maintaining establishment securityRespond to fire emergencyMaintain a safe visitor environment(A) Conduct property inspection(A) Uso CPR techniques(A) Investigate accidents and disturbances(A) Prepare accident reports(A) Develop security and safety policies and procedures(A) Investigate reports of theft(A) Inspect facility for compliance with health/sanitation laws

Competency: Handle money

Tasks: Follow procedures for:a. cashb. checksc. credit cardsd. voucherse. refunds

Perform cash register duties:a. prepare cash drawerb. change cash register receipt tapec. fill out cash register summary sheetd. calculate unit price of multiple-priced itemse. correct cash register errorsf. process cash refundsg. make change

(A) Competency: Follow laws relating to the tourism industry

Tasks: Explain legal rights of customers and service providersIdentify liabilities of service providersExplain wage and hour lawsDescribe laws affecting 19ng practicesIdentify labor relations lawsFollow public health and safety lawsExplain license and beverage regulations

34

45

Employability Skills

Competency: Make career choices

Tasks: Conduct a self-assessment:a. assess values in relation to workb. recognize skills and aptitudesc. assess employment history and experienced. describe obstacles to employmente. use Alaska Career Information System and other career

counseling systems and publicationsIdentify career clusters:

a. list speCic jobs and duties within clustersb. describe apprenticeship/training programsC. describe advanced training opportunities

Use labor market information:a. describe the current local labor marketb. identify growth/demand occupationsc. relate career choices to local labor market

Select a career goal:a. list how skills could be used in other jobsb. develop specific steps to reach goal

Competency: Evaluate jobs ln the tourism Industry

Tasks: Identify educational and occupational opportunities such as:a. adult, postsecondary vocational trainingb. federal, state, and local funding

Locate resoures for finding employmentConfer with prospective employersExplain the work of tourism jobs including:

a. reservati11 clerk aa. teletype operatorb. airline agent bb. radio operatorc. flight attendant cc. ticket sales agentd. general clerk dd. tour sales agente. desk cleric ee. passenger servicef. travel agent ff. ramp agentg. tour guide gg. information clerkh. food service assistant hh. third matei. railroad personnel ii. canoe guidej. bus driver jj. tour escortk. host/hostess kk. entertainerI. housekeeper II. operations clerkm. waitress/wafter mm.recreation assistantn. visitor information nn. car rental agent

specialist/aide oo. advertising assist.o. expeditor-meeters/greeters pp. paste-up artistp. sales representative qq. marketing assistant

35

q. store clerkr. porterss. deckhandst. boathandsu. counter personnelv. dispatcherw. parking attendantx. restaurant cooky. bus personz. dishwasher

Competency: Prepare a resume and job application

Tasks:

Competency:

Tasks:

Competency:

Tasks:

Competency:

Tasks:

Competency:

Tasks:

rr. air frght attendantss. bell hop/baggageU. kitchen helperuu. short order cookw. groundskeeperww.recreation aidexx. wilderness guideyy. naturalistzz. ticket taker/usher

Obtain a social security numberList: a. past and present work experience

b. hobbies and interestsc. community activities or membershipsd. in-school activities or membershipse. awards, positions, or dub offices1. adult references, including addresses and phone numbers

Obtain extra copiesRead job applications carefullyFollow instructionsComplete all items accuratelyWrite legiblyUse a word processer/typewriterVerify references before listing them

Write a cover letter

Explain when and how to write a cover letterExplain what a writing sample tells a potential employerList the things the cover letter must include

Prepare for an Interview

Contact an employer to schedule an interviewDescribe questions and responses asked in an interviewUse proper etiquette for an interviewDress appropriately for an interview

Follow up the interview

Analyze the interviewWrite a thank-you note or make a follow-up call

Dress appropriately on the job

Identify proper attire for tourism jobsBe neat and clean

36

Competency:

Tasks:

Manage personal responsibilities related to employment

Secure adequate transportationIdentify adequate child care alternativesSecure appropriate child careUse independent living skillsDevelop a personal finance plan

Competency: Maintain a business-like image

Tasks: Demonstrate knowledge of company products and servicesExhibit positive behaviorRead current job-related publicationsPromote employers company image and purposeMaintain relationships with trade, civic, and professional organizations

Competency: Maintain good health for effective job performance

Tasks: Exercise regularlyEat properlyGet adequate restExplain the issue of smoking on the jobRefrain from drug abuseIdentify the hazards of job-related infectious diseases and how to avoid them

Competency: Work safely

Tasks: Comply with safety and health rulesUse tools and equipment properlyUse emergency and fire safety equipment properlyUse appropriate action during emergenciesMaintain clean and orderly work areaApply first aidApply CPRRecognize your role and the benefit of maintaining a safe and healthy

environment

Competency: Understand employee rights and responsibilities

Tasks: Explain state labor laws relating to compensationComplete tax formsDescribe:

a. minimum wage and types of exempt businessesc. employee benefits, rights, and responsibilitiesd. labor contracts, gnevance procedures, and the role of unions

Describe a sample personnel policy

:, 837

Competency:' Attain work maturity

Tasks: Describe the importance of openness to new situationsDemonstrate characteristics of the mature person:

a. self-acceptanceb. consideration and respect for othersC. self-controld. positive thinking and attitudese. flexibilityf. initiative

Maintain good work relationshipsDifferentiate between personal and }ob-related problemsFollow orderly and systematic work behaviorBe punctual

Competency: Make effective decisions

Tasks: Explain the importance of having a method for analyzing and solvingProblems

Use the problem-soMng process:a. identify problemsb. obtain informationc. analyze problemsd. develop and analyze alternative solutionse. choose a course of actionf. persevere through hardshipsg. recognize and change otherwise unworkable solutions

List objectives for completion of a taskArrange objectives in a sequenceEstablish timeline for completing objectives

Competency: Demonstrate initiative and productivity

Tasks: Organize time effectivelyBe responsibleCare about the quality of wortComplete assignments in accurate and timely mannerHandle pressures and tensionsSet priorities

Competency: Be assertive

Tasks: Differentiate between assertive, aggressive, and passive behaviorDiscuss whom to go to for employee problems

Competency: Be honest

Tasks: Define honesty and integrityExplain how to deal with theft and dishonestyRelate employee integrity to overall company performance

38:', 9

Competencyi Be reliable and dependable

Tasks: Maintain acceptable attendance recordsBe on timeGive timely notice of interruptions to wort scheduleFollow Riles and regulations of work site or training siteFollow directions

Competency: Maintain good personal relations

Tasks: Use positive attitudes with othersAccept supervision and criticismCooperate with othersAccept the chain of commandFollow course of action to bring problems to attention of managementIdentify common on-the-job co-worker problemsControl emotionsAssume responsibility for own decisions and actionsExhibit pride and loyalty

Competency: Follow verbal and written directions

Tasks: Ask for clarificationUse listening skillsReview situations of poor communicationsRead directions

Competency: Use proper job resignation procedures

Tasks: Write a letter of resignationMake final settlements (in regards to retirement, physical injury, social

security, severance pay, etc.)

Competency: Use leadership skills

Tasks: Describe the Distributive Education Clubs of America (DECA) and how itpromotes leadership skills:a. participate in meetings according to Riles of parliamentary procedureb. function effectively on committees by accepting assigned

responsibilitiesc. plan and conduct group leadership activitiesd. participate in society in a democratic waye. be punctual and dependablef. follow rules, standards and policiesg. work cooperatively with others

Explain importance of self-esteemPractice eye contactUse a firm handshakeUse presentation skillsUse communications skillsParticipate in leadership activities

39 40

Competency: Evaluate personal traits in relationship toself-employment

Tasks: Explain terms and principles associated with entrepreneurshipDescribe the role of self-errployment in the free

enterprise systemIdentify types of business organizations including:

a. sole proprietorshipb. limited partnershipc. partnershipd. corporation

Identify personal traits necessary for self-employmeatIdeniffy risks and rewards of startinc s new businessIdentify the role small businesses have played in job creation and

new products and servicesidentify the steps for establishing a businessExplain the importance of developing a business planLocate information and assistance on starting a small business

4 1

40

Travel Planning Services

(A) Indicates advanced competency or task

Competency:

Tasks:

Understand modes of travel

Explain terms and principles associated with transportationmodes and travel planning services including:a. cargoliner/freIghter k. charter air carrierb. cruise ships I. hub and spoke conceptc. fly/cruise m. bad factord. passenger ships n. tour flowe. stopover prMleges o. private charterf. charter coach operators p. public charterg. fly/drive packages q. revenue passenger mileh. affinity charter r. car rentalI. yield S. tiered pricing

. guaranteeList types of travel and common carriers including:

a. airb. motorcoachc. cruise lined. ferrye. rent-a-car/camper/motorhome/boatf. railroad

Explain major segments of the cruise market including:a. passenger shipsb. freighter/cargolinerc. charter yacht and sailing excursionsd. sales strategies

Explain components and operations of land transportation including:a. private vel :asb. railroadc. rental cars/recreational vehiclesd. motorcoache. ground transportation

Explain importance of safety awareness in transportationCompare travel methods by:

a. costb. speedc. convenience

Explain importance of on-time performanceExplain role of transportation, travel, and tourism relating to:

a. balance of tradeb. international cooperation

Explain forces affecting future air transportation industry including:a. deregulationb. new aircraft and technologyc.. 'petroleum availability

41 42

d. intt. ationalization of tourisme. unsafe conditions

Define laws, regulations, and agencies governingtransportation such as:a. Jones Actb. Department of Transportationc. Coast Guadd. Interstate Commerce Commissione. Airline Deregulation Actf. International Air Transport Associationg. Federal Aviation Acth. Multinational Interline Traffic AgreementsI. Airline Reporting Corporationj. International CMI Aviation Organization

Nmpetency: Use transportation and travel planning resources

Tasks: Use tourism publications including:a. The Travel Agentb. Exclusive Guide to Commissionsc. Travel Weeklyd. Travel Age Weste. Meetings and Conventionsf. Travel Tradeg. This Week in Travelh. Travel Agent BulletinI. ARC Industry Agent's Handbook

Use travel planning resources including:a. Fielding's Worldwide Guide to Cruisesb. Ford's Freighter Travel Guidec. Official Steamship Guide Internationald. Worldwide Cruise and Shipline Guidee. Alaska Marine Highway Schedulef. Cruiseline lnt6rnational Association publicationg. Mileposth AMTRAK Tour ManualI. Thomas Cook Timetablej. North American Official Airline Guide (NAOAG)k. tariffsI. Worldwide Edition Official Airline Guide (WEOAG)m. Consolidated Air Tour Manualn. Jax Faxo. OAG North American Travel Plannerp. OAG European Travel Plannerq. OAG Asian Travel Plannerr. Official Hotel and Resort Guide (OHRG)s. Hotel and Travel Indext. AHMA Red Booku. Greyhound World Tour Guidev. Worldwide Tour Guidew. Alaska Travel Plannerx. The STAR Service

42 43

y. Standard Interline Passenger Procedures (SIPP)z. tourist and visitor information boardsaa. brochurei and travel literature

Competency: Understand travel agency operations

Tasks: Identify terms, principles, and organizations associated with travelagency operations including:a. affinity/noninfinity groups o. Institute of Certifiedb. itinerary Travel Agents (ICTA)c. Cruise Line International p. brokers

Association (CLIA) q. overridesd. American Society of r. packages

Travel Agents (ASTA) s. tour deske. booking t. teleticketingf. discounts u. ticket stockg. disclaimer v. tariffh. familiarization trip w. farei. graduated rate schedule x. wholesalersj. incentive company y. depositk. foreign/domestic escorted z. Independent tour

tour aa. prepaymentI. certified travel consultant bb. travele,s Insurance

(CTC) cc. group ocluslve tourm. foreign/domestk, dd. retailers

Independent tour ee. foreign escorted tourn. Airline Reporting Corp. (AF1C)

Summarize the historical development of travel ag3nciesDescribe management structu 13 of travel agenciesDescribe operations structure of travel agenciesIdentify types of travel:

a. personal e. Incentiveb. business f. individual and groupc. vacation g. conventiond. special interest h. sports

Identify types of travel agencies:a. vacation and leisure nenciesb. commerical/corporate agenciesC. group/incentive agencies

Competency. Perform travel agency functions

Tasks: Promote travel agency servicesMaintain travel literature files by:

a. areab. special interest tours and informationC. carriers and other services

(A) Identify procedures in opening a travel agency(A) Prepare a weekly ARC report

4 4

43

Competency:

Tasks:

Competency:

Tasks:

Understand airline operations

Explain terms and principles of airlinsa.

b.

C.

d.e.f.g.h.

destination cityorigin citydirect flightconnecting flightminimum connecting timefrequency codesstopoverAirline ReportingCorporation (ARC)

I. confirmed reservationj. PNRk. connecting flightI. CRTm. densityn. commercial aviationo. wallap. involuntary reroutingq. fixed and rotary wing

aircraftr. free sale agreement

Trace historical development of airline industryDescribe management structure of airline industryDescribe the operations structure of airlinesidentNy types of airlines such as:

a. Internationalb. nationalc. regionald. commuters/air taxi

Explain airline promotion techniques

operations including:s. payloadI. load factoru. interline connectionv. specialized desksw. reservationx. air faresy. protecZingz. quick referenceaa. tablebb. hub and spoke systemcc. schedules/timetabledd. general aviationee. free sale agreementff. reservations centergg. stationhh. denied boarding

compensationii. gateway airportjj. Itinerary

,.==10

Understand other travel services

Explain terms, principles, and organizations associated with travelindustry services including:a. tour companiesb. rental cars/recreational vehiclesC. cruise linesd. raile. government agoutiesf. attractionsg. entrepreneursh. motorcoach

Trace history and development of other travel servicesDescribe management structure of other travel servicesDescribe operations structure of other travel servicesExplain service promotion techniques

4445

Competency:

Tasks:

Make reservations

Explain terms and principles associated with makingtransportation and related services reservations including:a. blocked space I. upgradesb. option date j . faresc. room types k. transfersd. waitlist I. meeting servicese. berthing configurations m. guaranteesf. port of debarkation n. computerized systemsg. port of embarkation o. frequent flyer plansh. ports of call

Determine customer needsUse automated or nonautomated reservation facilities:

a. telephone, toll-free numbersb. computer systemsc. letterd. standard forms

Identify information included in itinerary:a. transportation mode(s)b. accommodationsc. related services

Follow steps for making transportation and related services reservations:a. use appropriate manuals and resources to plan itineraryb. contact reservations offices of carders or services involvedc. identify costs and deposits requiredd. reserve servicese. choose alternates when neededf. complete reservation cardq. update PNR on computerh. reconfirm reservationsI. request written confirmations

Provide travel information to carriers/service providers identifying:a. number of seats requiredb. class of servicec. accommodations requiredd. travel itinerarye. client name(s), and childr.n's names/agesf. client(s) home and business telephone numbers/addressg. special services required, ie. type of rental car, handicap

needs, insurance coverage, meal planh. agency ATC/IATA number

Explain standard features found in tour padcages:a. Irdependentb. escortedc. validity datesd. gateway citye. name of tour operatorf. what's included in tour

C. Priceh. hotels

(A) Plan group tours covering:a. routingb. activities and toursc. time distributiond. accommodationse. transportationf. transfersg. meals

Competency: Determine air fares

Tasks: Explain terms and principles associated with air fares including:a. class of service j. round tripb. fare types k. circle tripc. ticketing and travel I. open jaw

restrictions m. abbreviationsd. capacity control n. city codese. min/max stay requirements o. direct fareg. stopovers p. local fareh. seasonality q. through fareI. one way r. joint fare

Use sources of fare information and rules:a. computer reservation systemsb. tariffsc. information secured disectly from airlines and other service providers

Compute air transportation taxes and charges(A) Identify differences between determining domestic and international fares

Competency: Write airline tickets

Tasks: Explain terms and principles associated with writing tickets including:a. universal credit card charge j. primary codes

form k. secondary codesb. cash refund notice I. discount codesc. standard tickets m. ticket exchange noticed. credit card refund notice n. conjunction tickete. tour order o. auditor's coupon1. Miscellan ,us Charges Order p. agent's coupon

(MCO) q. flight coupong. Prepaid Ticket Advice (PTA) r. passengers couponh. transitional tickets s. accountable ticketsI. automated ticket/boarding pass

Use resources needed to complete standard ticket:a. ticket bookletb. ticket imprinter/validatorc. agency identification plated. airline identification plate

Follow procedures for ticketingCheck for common ticketing errorsFollow procedures for baggage acceptance and ticketingSelect passenger seat

4647

s

e

Process ticket payments, refunds, and exchanges(A) Write international tickets(A) Reissue tickets

Competency: Write other travel service tickets

Tasks: Explain terms and principles associated with othertravel service ticketing including:a. voucherb. contractc. confirmation slipsd. depositse. add onsf. passportsg. berth/cabinh. stateroom

Use resources needed to prepare ticketsFollow procedures for specific servicesCheck for common ticketing errorsProcess ticket payments, refunds, and exchanges

Competency: Finalize travel sales arrangements

Tasks: Assist customer with additional travel-related information including:a. documentation required for foreign travelb. clothing packing informationC. health requirementsd. customs informatione. currency regulationsf. tipping requirementsg. travelers checksh. Insurancei. electrical conversionj. baggage checkingk. seat selectionI. handling travel documents with care

Deliver travel documents:a. identify where and when to deliver travel documentsb. determine if payments need to be picked upc. identify agency and client when delivering documents

47

4 8

(A) indicates advanced competency or task I

Accommodations

Competenny:

Tasks:

Understand structure of accommodations andlodging industry

Explain terms and principles of accommodations and lodgingindustry including:a. rates t. fixed costb. parlor u. overbookingc. break-even point v. pensiond. cabana w. franchisee. pre-registration x. franchiseef. occupancy rate y. franchisorg. resort condo z. guaranteedh. confirmed reservation aa. health spai. right-to-use bb. studioj. attractive nuisance doctrine cc. hotel gamik. run-of-the-house dd. tourist hotelI. variable cost ee. lanaim. deposit ff. manage:dentn. no show gg. first-class hotelo. health tourism hh. economy hotelp. double ii. deluxe hotelq. suite jj. duplexr. time sharing kk. single occupancys. twin

Explain different types of accommodations in Alaska including:a. bed and breakfastsb. hotel/motelsc. wilderness lodges/fishingd. camping facility/RV Parkse. resortsf. hostels

Explain hotel ratings and classificationsDescribe the management structure of small/medium/large properffisDescribe opertions structure of small/mediumrtarge propertiesDescribe diffarences between chains and franchisesSummarize the development of the lodging industryExplain relationship between lodging and transportation industryExplain pricing practices for

a. tours and groupsb. airline employeesc. familiesd. travel agentse. convention attendeesf. weekend guestsg. clergy, military, diplomats, and other professionals

49 49

1

h. commercial travelersI seraor citizensj. airline employeesK. government employees

Describe obligations of accommodations managementto its customers including:a. providing for ultimate comfort of guestsb. clean and sanitary conditionsc. best security and safety possibled. proper employee training

Explain front of the house operations:a. room administrationb. housekeepingc. food and beverage serviced. marketing/sales

Explain back of the house operations:a. securityb. engineering/maintenancec. personneld. accounting

Explain common lodging plans:a. European/Continental Plan

b. American Planc. Modified American Plan

(A) Identify regulations and laws governing the accommcdationsand lodging industry including licensing and regulations

(A) Identify federal and state taxes atteding accommodations and lodging(A) Identify pricing practices for meals(A) Identify sales and marketing department functions:

a. sales planning, policies, budgetsb. coordination and cooperationc. researchd. sellinge. trainingf. advertising

.4101111111

Competency: Follow sanitation and safety procedures

Tasks: Explain terms and principles relating to sanitation and safety procedures for:a. fire proceduresb. cleaning productsc. kitchen requirements

List heakn an,.4 safety regulations

List OSHA regulations relating to sanitation and safety procedures

Competency: Follow front desk procedures

Tasks: Explain terms and principles relating to front desk procedures including:a. journal e. CRTb. ledger f. switchboardc. folio g. concierged. room rack h. bell person

50 50

Explain procedures for:a. reservationsb. registration/check inc. mail, key, and information servicesd. lobby servicese. inhouse servicesf. check outg. safety and security

Review daily housekeeping reportCross check housekeeping report with room rackPrepare daily cash reportPerform night audit functions:

a. post daily room rate, taxes, telephone charges to room foliosb. post hotet services to foliosc. make sure charges split for multiple guestsd. show advanced payments and room deposits as creditse. process all foliosf. process and post city ledger accountsg. verify department vouchers and balance totalsh. prepare final audit and balances as raquired by managementI. prepare weekly and monthly audit reports as required

Competency: Process reservations

Tasks: Explain terms and principles relating to processing reservations including:a. CRT k. reservations controlb. teletype I. occupancy forecastc. room block m. bloc ing systemd. room log n. ratee. confirmation o. travel wholesalerf. cancellation p. departureg. overbooking q. understayh. coding r. overstayI. walkout/skipper s. guest historyj. advance deposits t. registration records

Make reservations using:a. airline cconputersb. centralized hotel reservation systemsc. hotel representativesd. direct contacte. tour package arrangements

Maintain reservation information including:a. client nameb. number of peoplec. cityd. locatione. arrival/departure datesf. number of nights requiredg. type of roomh. grade of accommodationI. expected arrival time

51 5 1

j. how client will guarantee: deposit, credit card,company name

k. special requests: meal plans, room needsDescribe types of reservations including:

a. regularb. lata arrivalc. special attentiond. conventionse. travel industryf. reservations regretted

Perform procedures for processing reservations including:a. receMngb. acknowledgingc. preparing correspondence and reportsd. filinga. confirmingf. updating

(A) Prepare and process commission payments

Competency: Follow food and beverage operating procedures

Tasks: Explain terms and principles relating to food and beverage operatingprocedures including:a. food productionb. food servicec. bard. cocktail loungee. central dispensing areaf. room serviceQ. cateringh. quality

Explain importance of food service industry to travel and accommodationsindustry

Identify factors affecting quality food service operations including:a. good environmentb. friendly servicec. food and beveraged. perceived valuee. good management controls

Follow safety and sanitation proceduresList regulations governing food and beverage servicesPerform procedures for food service including:

a. set upb. ordersc. food preparationd. food piesentatione. paymentf. clean up and maintenance

52

52

Competency:

Tasks:

Follow housekeeping procedures

Explain terms and principles of housekeeping servicesincluding:a. executive housekeeperb. linenC. laundryd. amenitiese. janitorial suppliesf. quality control

Explain responsibilities of housekeeping servicesPerform procedures for housekeeping including:

a. entering rooms and public areasb. cleaning rooms and public areasc. making up rooms and public areasd. handling special requestse. inventory controlf. lost and foundg. laundryh. linensi. equipment and maintenance

(A) Prepare daily guest room assignment and status report

Competency: Understand tmacP;eof-the-house operations

Tasks: Explain terms and principles associated with back of the house proceduresfor:a. reservationsb. accountingC. PBXd. maintenancee. housecleaningf. laundryg. room serviceh. security

Describe back-of-the-house operations for small/medium/large propertiesExplain personnel functions such as:

a. recruitment, selection, placementb. job evaluationc. employee benefits

List clerical duties for back-of-the-house operations(A) Follow a guest from check-in to payment(A) Perform accounting functions such as:

a. income accountingb. expense accountingC. payroll accountingd. financial reporting

International Tourism

(A) Indicates advanced competency or task

Competency:

Tasks:

Understand the nature and scope of Internationaltourism

Explain terms and principles associated with international tourismincluding:a. cultural impactb. viabilityc. competitiond. International transport networkse. world marketf. global market

Explain special needs of the international traveler such as:a. food/menu translationb. currency exchangec. signage/symbolsd. health caree. accommodationsI. transportation services

Explain characteristics of the international traveler including:a. demographicsb. psychographicsc. expectations

Explain importance of quality visitor sites to the international travelerAssess how International tourism influences Alaska's tourism development

Including:a. foreign tradeb. educationalc. economicsd. cultural awarenesse. environmentalI. legislation

Describe:a. how Pacific Rim influences Alaska's tourism developmentb. global/intemational standardsc. importance of knowing a second language

(A) Explain world market implications of international tourism including:a. distribution systemsb. balance of tradec. relationship with overseas operators

55

5 4

5 5

IVCourse

Descriptions

Course Descriptions

These brief course descriptions provide a conceptual frameworic for the design and implementation of abalanced program in tourism education. Teachers can use these descriptions to organize course offeringsin tourism. These descriptions are examples of content organization and are too brief for purposes of programapproval. Local schools will need to be provide more definition regarding the content of their courses thanis reflected in these course descriptions.

Course: Tourism ILength: One semester or yearGrades: 11-12

This course provides introductory knowledge and basic skills in the tourism industry. This course coversAlaskan Stuck's, North American/World Geography and Culture, Industry Structure, Economics, Marketing,Communications, Customer Service, Employability Skills, Travel Planning Services, Accommodations, andInternational Tourism. Students must successfully complete Tourism I before they can participate inTourism II.

Course: Tourism IILength: One semester or yearGrades: 11-12

This course provides students with advanced knowledge or training in the tourism industry. Thiscourse buildsupon Tourism I and provides students with an opportunity to apply Tourism I competencies by working drectlyin the industry or advanced study.

5 6

57

VCurriculum

Analysis Matrices

Curriculum Analysis Matrices

Identified Competencies by Course Offerings

This competency checklist should be used by teachers in identifying competencies to be included inspecific classes in tourism education. This checklist is a curriculum analysis tool for use by teachers inassigning responsibilities for the competencies of a total tourism education program.

All courses taught in the tourism education program are identified in the columns at the top of the matrix.The individual competencies can be allocated to specific courses. One method for analyzing thecompetency list is to assign letters where the competency will be introduced (I), taught (T), or mastered(M). Curriculum sequences can be organized through this approach.

To assist tourism teachers to reinforce basic skills instruction, competencies have been cross-referencedwith the following academic areaa:

Math (M) Science (S)Social Studies (SS) Language Arts (LA)

This will assist local school districts in awarding cross-credit (academic credit) for participation in vocationalclasses they deem appropriate.

The following checklists are also cross-referenced with the Job Training Partnership Act pre-employmentcompetencies and student leadership competencies. The Job Training Partnership Act provides funds totrain economically disadvantaged youth to enter and succeed in employment. Each Private IndustryCouncil responsible for administering these funds adopted youth pre-employment competencies as oneof the measures for positive terminatio n for program participants. The other measures are attained throughunsubsidized employment, or through another training program.

The following categories of work-related knowledge must be evaluated and measured in the course of aparticipant's enrollment in a JTPA program:

1. Pre-Employment Competencies, whict, require the participant to demonstrate the skills andknowledge necessary to identify career objectives, seek and obtain employment and understand jobperformance.

2. Work Maturity Competencies, which require the participant to demonstrate the ability to apply skills ina training position.

3. Educational Skills Competencies, which require the participant to demonstrate basic computation andcommunication skills necessary to enter the labor market.

4. Occupational Skills Competencies, which require the participant demonstrate proficiency in thoseskills necessary to maintain employment in a specific occupation or occupational cluster.

The pre-employment and work maturity competencies have been specifically cross-referenced in thiscurriculum so that tourism instructors could specify where these competencies are integrated into thecurriculum.

r..863

Student leadership programs are designed to be an integral part of the curriculum. 'The competencies arereinforced by student participation in approved student organizations such as Distributive Education Clubsof America. The student leadership competencies have been cross-referenced in I his handbook to assistthe tourism instructor in identifying specifically where these competencies will be taught.

Distributive Education Clubs of America

Distnbutive Education Clubs of America (DECA) is anorganization whose program of leadership, persona.:development, and career encouragement is desicaodspecifcally for students enrolled in marketing, merchan-dising, and managment studies.

DECA actMtiesfocus on four themes, symbolized by thefour points of the group's diamond-shaped emblem:

Vocational UnderstandingDECA members are well prepared to take their places inthe business world. They acquire first-hand knowledgeof merchandising, management, and the opportunitiesavailable in their chosen careers.

Civic ConsclousnemsStudents learn to recognize their obligations to the com-munities in which they live by studying local needs andplanning community betterment

Social intelligenceThrough social events, DECA members are given op-portunities to develop the attitudes and behaviors nec-essary in our society. Additionally, they become awareof their social environment and the need for cooperativeeffort among all elements of society.

Leadership DevelopmentDECA activities give students opportunities to partici-pate in many activities designed to teach them to be aleader and also a follower.

The national organization, headquartered in Reston,Virginia, was established in 1946. Today it has about5,000 chapters with some 17,000 members-includinghigh school, college, and professional people.

KEYM MathS ScienceLA Language ArtsSS Social Studies

Pre-Employment Competencies+ Student Leadership Competencies

64

r tiI .1;7

RecommendedCompetenciesby Course Offerings

CompetenciesE.2

=E.2001

AlaskanAlusllea

SSS

Understand geography and topography of Alaska

S ,Understand climatic conditions in Alaska

SS Understand Alaskan history

SSUnderstand cultural differences in Alaska

SSS Understand Alaska's natural resources

SS Understand characteristics of visitors to Alaska

SS Understand transportation modes in Alaskanorth American/World Geography and Culture

SSUnderstand geography and topography

S Understand climatic conditions

SS

---g

Understand U.S. and World History

SS Identify natural resources

$S Understand characteristics of visitorsSS Understand transportation modes

Industry Structure

SS Understand tourism industry structure

SS (A) Understand how diplomatic relations effect international tourism

Economic&

SS Understand principles of economics

SSUnderstand economic systems

SS Understand economics of tourism

65

60

RecommendedCompetenciesby Course Offerings

Competencies 6=EVI-

SS Understand basic prerequisites for growth in travel

SS Understand how profits and losses affect a business

SS Use ethical business practices

SSUnderstand international tradeMarko Ma

SS Understand the marketing concept

SS Understand marketing and sales strategies

SS Understand consumer advocacy

LA Use selling procedures

SSUnderstand travel trends and motivations

LASS Use marketing techniques for promoting tourism

SS (A) Plan and develop tourist destinationsSS (A) Understand travel sales distribution systems

LA (Ai Develop promotional materials

Communications

LAUnderstand the communications process

LAUse electronic communications

LA Apply effective oral communication skills

LA Use the telephone

LA Prepare effective written communications

LA Use listening skills

LA Apply reading skills

RecommendedCompetenciesby Course Offerings

Competencies_E==01-

=E.e=01-

LA Perform general office duties

Customer Service

SS Understand customer service

LASS Perform customer servicesLASS Handle diffoult situationsSSS

Perform safety/security and sanitation functions

IA Handle money

SS (A) Follow laws relating to the tourism industry

EnnaluablillxikIlla

*LA Make career choices

SS *LA + Evaluate jobs in the tourism industry.

LA Prepare rne and job application+

LAWrite a cover letter

+LA

Prepare for an interview

LAFollow up an interview

+ Dress appropriately on the job

.Manage personal responsibilities related to employment

LA Maintain a business-like image.S Maintain good health for effective job performanceLASS Work safely

4.Understand employee rights and responsibilities

* +LA__

Attain work maturity

57 62

RecommendedCompetenciesby Course Offerings

Competencies E2

=E.2

Make effective decisions

+Demonstrate initiative and productivity

Be assertive

.1-Be honest

e

Be reliable and dependable* Maintain good personal relations

* +LA

Follow verbal and written directions

Use proper job resignation procedures

Use leadership skills

LAss Evaluate personal traits in relationship to self-employment

Traval_PlannlwServices

SS Understand modes of travelLA Use transportation and travel planning resources

SS Understand travel agency operations

LA Perform travel agency functions

SS Understand airline operations

SSUnderstand other travel services

LA Make reservationsMLA Determine air faresM

LA Write airline tickets

LAWrite other travel service tickets

LA Finalize travel sales arrangements

68 G3

ReconimendedCompetenciesby Course Offerings

Competencies_E

*g01-

=EI01-

Accommodationa

SS Understand structure of accommodations and lodging industry

SSS

Foll.ow sanitation and safety procedures

M LASS Follow front desk procedures

LAgigSS

Process reservations

Follow food and beverage operating proceduresLASS

Follow housekeeping procedures-

LASS

Understand back-of-the house operations

Ina= 11=11100AM.

SS Understand the nature and scope of international tourism

_

69 64

VISample

Skills Card

E5

Sample Skills Card

This section of the guide provides teachers with an example of an instrument for evaluating theeffectiveness of instruction. The skills record allows teachers to assess competency at four levels ofproficiency. Teachers are encouraged to construct their own skills performance record using thecompetency lists in the curriculum section of this guide.

Instructions for Use

The list of vocational skills/traits was developed from a task analysis of a tourism competency.

LLY.21 Code Key

1 jntroductory Level; Can do simple parts of task. Needs to be told/shown how todo most of the task. Needs extremely close supervision.

2

3

4

Minimum Levi& Can do most parts of the task. Needs help only with most difficult parts.Needs close supervision.

Average Level., Can do all parts of task. Needs only spot-check of completed work.Meets local demands for speed and accuracy. Needs moderate job entry supervision.

profidency Level; Can complete task quickly and accurately. Can direct othersin how to do the task. Needs little supervision.

pirmalgal: The instructor/employer may write, date and initial in appropriate square.

Respond to difficult situations

1 2 3 4

A

Comments:

Acknowledge the situation

Acknowledge the customer

Maintain courtesy

Empathize

Follow company procedures

C673

VIISuggestedResources

n7

Suggested Resources

e

This section identifies specific resources and sources for finding instructional materials and supplies fortourism education.

The following source fists have been characterized by media type to facilitate teacher use: resource libraries,publishers of texts and instructional materials, state resources, associations, periodicals, special books/pamphlets, and media.

The Alaska Department of Education has not formally reviewed nor approved all the resources listed in thissection. Teachers are encouraged to preview materials before using them in the classroom.

1; 8

77

Resource Libraries

Alaska Vocational Materials LibraryOffice of Adult and Vocational EducationAlaska Department of EducationPO Box FJuneau, Alaska 99811(907) 465-2980

Business Education CurriculumBir'ness Education ResourcesChoH;es & Challenges: A Young Man'sard Teen Woman's Journal tor Self-Awareness and Personal PlanningCooperative Education and On-The-JobTraining HandbookFood Service Curriculum

Home-Based Business ResourcesLoa& Advisory Committee: Handbook torVocational AdministratorsMarketing Education CurriculumOffice Communication: OevelopingLanguage SkillsPre-Employment CompetenciesResource GuideVocational Education AdministrationHandbookWoricing video

The Library maintains curricula for all vocational areas. Resources are loaned for a two-rronth review period.There are also many materials which may be purchased from the Library's special collections. Somematerials are available free of charge.

The Library's catalog is computerized and may be operated on an Apple Computer using Appleworkssoftware. The catalog may be obtained by sending five blank disks for duplication or by request.

Alaska Career Information SystemOffice of Adult and Vocational EducationAlaska State Department of EducationBox FJuneau, AK 99811(907) 465-2980

Alaska Historical LibraryPO Box GJuneau, AK 99811(907) 465-2925

Alaska State Film Library650 West international Airport RoadAnchorage, AK 99518(907) 561-1132

Alaska State Museum395 WhiMer StreetJuneau, AK(907)465-2901

Comprehensive career guidance systemdeveloped by Alaskans and for Alaskansseeking occupational and educationalopportunities in and out of Alaska.

Books and resources on Alaska's history

Alms for tourism, business education,native culture, etc.

Traveling Kits on Alaskan Art

6 978

National Center for Research in VocationalThe Ohio State University1960 Kenny RoadColumbus, OH 43210

Northwestern Vocational CurriculumCoordnation CenterSt. Martin's CollegeLacey, WA 98503(206) 438-4456

Publishers

Addison-Wesley Nblishing CompanyWestern Region390 Bridge Partway, Suite 200Redwood City, CA 94065

Alaska Northwest Publishing CompanyBox 4-EEEAnchor Age, AK 99509

Alchemy Books717 Market Strest, Suite 514San Francisco, CA 94103

AVI Publishing Company, Inc.250 Post Road EastWestport, CT

Berkeley Books200 Madison Ave.New York, NY 10016(212)686-9820

Bcbbs-Merrill Company, Inc.4300 West 62nd StreetPO BOx 7080Indiananpolls, IN 46206

CBI Publishing Company51 Sleeper StreetBoston, MA 02116

70

Vocational Education CurriculumMaterials database of all 50 states. Canbe accessed through the AlaskaVocational Materials Ubrary.

10-State regional library of vocationalmaterials. Can be accessed through theAlaska Vocational Materials Ubrary.

Catalog of publications

A Field Guide to Birds of AlaskaA Field Guide to Flowers of AlaskaAlaska AlmanacAlaska Geographic Society SeriesOther Alaskana publications

The Law and the Travel Industry

The Travel Industry

The One-Minute Manager

An Introduction to Travel AgencyFoodserviceMospitality Advertisingand Promotion

basic Hotel Front Office ProceduresEffective Front Office OperationsHotel and Restaurant BusinessMarketing in the Hospitality BusinessPrinciples and Procedures of TourManagementThe Professional HostThe Psychology of Leisure TravelThe Tourist BusineesTourism Planning and De:Nopment

79

D.C. Heath arid Company125 Sprinp StreetLexington, MA 02173(617)862-6650

Delmar Publishers, Inc.2 Computer Drive WestBox 15015Albany, NY 12212-5015

Ginn and Company191 Spring StreetLexington, MA 02173

Gregg Division/McGraw Hill Book CompanyWestern Regional Office8171 Redwood HighwayNovato, CA 94947(415) 897-5298

Grid Putishing, Inc.Columbus, OH

Harlan Publications1 Vernon AvenueFloral Park, NY 11001

Harper and Row Publishers, Inc.10 E 53rd StreetNew York, NY 10022

Heyden and Sons, Inc.247 South 41st StreetPhiladelphia, PA 19104

Houghton Mifflin CompanyWayside RoadBurlington, MA 01803

The Commerical Airline Industry:Managerial eractices and RegulatoryPolicies

The U.S. Lodging IndustryU.S. International Aviation Policy

A Travel Agency Policies and ProceduresManualCorporate and Business TravelFinancial Mnr..lement for TravelAgenciesHotel, Restaurant, and Travel LawLegal Aspects of Travel AgencyOperationsMath Principles for Food ServiceOccupationsRecipes for Success: A Guide toAdvanced CuisineTravel and Tourism MaricetingTechniquesYour Career in Travel, Tourism,and Hospitality

Exploring World Cultures

Catalog of materials on business,office, and mariceting education

Tourism: Principles, Practices,Philosophies

Ford's Freighter Travel Guide

In Search of Excellence

World Climates

A Field Guide to Animal TracksA Field Guide to MammalsA Field Guide to Western BirdsWorld Almanac

71

International Publishing Company of America665 La Villa DriveMiami Springs, FL(305)887-1701

John Wiley and Sons, Inc.605 Third AvenueNew York, NY 10022

Kendall/Hunt Publishing Company2460 Kerper Blvd.Dubuque, IA 52001(319)589-2833

JIST Works, Inc.150 East 14th StreetIndiananpolis, IN 46202

Merton House Publishing Company937 W. Liberty DriveWheaton, IL 60187

National Publishers of the Black Hills, Inc.47 Nepperhan AvenueElmsford, NY 10523(914)592-6006

The Official Guide to Travel Agentsand Travel CareersGuide to Airline Careers

Tourism Principles, Practices, andPhilosophy

Introduction to Hotel and RestaurantManagement-A Book of ReadingsThe Hospitality Industry

Catalog of career-related publications

The Dictionary of TourismGroup Travel Operations ManualHandbook of Professional TourManagementLegal Aspects of Travel Agency OperationMadceting in the Services SectorTravel and Tourism MarketingTechniquesYour Career in Travel and Tourism

Air Fares and TicketingCruises: An Introduction and Guide toSales TechniquesDiscovering DestinationsEquipment and Supplies for Travel andTourism ClassroomsNational Travel Airline ReservationSimulator KitNational Travel and Airline CareersStudent Learning KitNATARSNTA Placement BulletinPrinciples and Methods of SchedulingReservationsQuick Ticketing GuideSales and Marketing for Travel andTourismThe Travel AgencyThe Travel Agent: Dealer in DreamsThe World of TravelTourism: An ExplorationTravel Career Development

ITravel Destination Geography

72

81

Pergamon PressFairview Part(Elmsford, NY 10523

Praeger Publishers, Inc.Division of Greenwood Press, Inc.1 Madison Avenue, 11th FloorNew York, NY 10010-3603

Prentice Hall, Inc.PO Box 500Englewood Cliffs, NJ 07632(201)592-2000

Random House Publishers201 E. 50th StreetNew York, NY 10022

The Rosen Publishing Group, Inc.29 East 21st StreetNew York, NY 10010

South Western Publishing Company5101 Madison RoadCincinnati, OH 45227

Ultima Thule Publishing CompanyPO Box 100731Anchorage, AK 99510(907)277-0875

US Government Printing OfficeSuperintendent of DocumentsWashington, DC 20402(202)783-3238

Where in the World, When in theWorld? An Introduction to TravelGeography and International TimeWorld AtlasWorldwide Cruises and ShiplinesWorldwide Tours

The Travel and Tourism Industry:Strategies for the Future

US Maritime Policy: History andProspects

Services Marketing

A Passion for ExcellenceFodors Travel Guides

Exploring Careers in the TravelIndustry

Catalog of materials on business,office, and marketing educationPassport

Portage Glacier and Turnagain Arm

Career Opportunities in Hotel andRestaurant IndustriesCustoms, Immunization, and PassportPublications Travel and TourismFly Rights

Foreign Country information StudiesInternational Travel. Report to thePresident of the United StatesNational Registry of Historic PlacesNational Tourism Resources ReviewCommission, Destination U.S.A.Recreation and Outdoor ActivitiesTravel and Tourism and Recreationaland Outdoor Activities bibliographies

eri. 3

ts

Warner Books, Inc.666 Fifth AvenueNew York, NY 10103

W.H. Freeman and Company41 Madison AvenueNew York, NY 10010(212)532-7660

William Morrow and Company105 Macfison AvenueNew York, NY 10016

Zff-Davis Publishing Company1 Park AvenueNew York, NY(212)503-3500

State Resources

Alaska Department of Commerce and EconomicDevelopmentDivision of TourismPO Box EJuneau, AK 99811(907)465-2012

Alaska Department of Commerce and EconomicDevelopmentOffice of EnterprisePO Box DJuneau, AK 99811(907)465-2018

Alaska Department of Fish and GamePO Box 3-2000Juneau, AK 99811(907)465-4112

Alaska Department of Fish and GameNongame Program333 Raspberry RoadAnchorage, AK 99502

IIIAlaska Historical Commission524 W. 4th Avenue, Suite 207Anchorage, AK 99501

7483

Treaties and Other internationalAgreements of the United StatesVacations UnlimitedWorld Factbook

Megatrends

Modem Hotel and Motel Management

Fielding's Worldwide Guide to Cruises

Travel Market Yearbook

Alaska Tourism Handbook: A Guide toCommunity Tourism DevelopmentTravel Planner

Establishing a Business in Alaska

Alaska Sport Fish IdentificationHandbookGame Fishes of Alaska

Alaska Wildlife Week Curriculum

Alaska's Heritage

Alaska Outdoor Council3417 KaganEagle River, AK

Alaska Seafood Marketing Institute1111 W. 8th Street, Suite 100PO Box DXJuneau, AK 99811(907) 586-2902

Brigham Young UniversityDavid M. Kennedy Center for International StudiesPublications Services280 HRCBProvo, UT 84602

Curriculum and Instructional Materials CenterOklahoma Department of Vocational andTechnical Education1500 W. SeventhStillwater, OK 74074-43641-800-654-4502

Extension Instructional Materials CenterDivision of Continuing EducationUniversity of Texas at AustinPO Box 7218Austin, TX 78713-7218

Hospital Itia Industries Training and ServicesNew Mexico Restaurant Association2130 San Mateo NE, Suite CAlburquerque, NM 87110

Instructional Materials LaboratoryUniversity of Missouri-Columbia908 Woodson WayColumbia, MO 65211

Massachusetts Department of EducationDivision of Occupational EducationQuincy Center Plaza1385 Hancock StreetQuincy, MA 02169

Mid-America Vocational Curriculum Consortium1500 W Seventh AvenueStillwater, OK 74074-43641-800-654-3988

Information on outdoor recreationin the state.

ASMI-GRAM NewsletterChallenge for Excellence (video)Competitive Edge (video)Fresh and Frozen Salmon: How to Sell It(video)

Culturegrams

Business Management and OwnershipCashier-Checker LAPSCommunicationsFood Production, Management, andServicesFundamentals of Marketing EducationGeneral Clerical DutiesOffice MachinesOffice Occupations Media

Hotel/Motel OperationsPrinciples of ManagementRetail Travel Marketing

New Mexico Tourism Awareness: ACurriculum Package

Business and Office Education Modules

Math and Science Competencies in Hoteland Lodging

Food Production, Management, andand ServicesGraphic ArtsInformation Processing

84 75

Minnesota Ciiniculum Services Center3554 White Bear AvenueWhite Bear Lake, MN 55110

New York Department of EducationBureau of Occupational Education CuniculumAlbany, NY 12234

Occupational Curriculum LaboratoryEast Texas State UniversityCommerce, TX 74528(214) 886-5623

Oregon Career Development Consortium'Madon Education Service Distdct651 High Street NE, Suite 4Salem, OR 97301

Oregon Department of Education700 Pringle Parkway SESalem, OR 97310-0290

Pubhcations UnitVocational Studies CenterSchool of EducationUniversity of Wisconsin-Madison964 Educational Sciences Bldg1025 West Johnson StreetMadison, WI 53706(608)263-4357

University of Alaska FairbanksCenter for Cross-Cultural StudiesFairbanks, AK 99701

PrI 6

85

Going Irdo Business ModulesSmall Business Management

Travel and Tourism Module: AnAdvanced Level Option for Distributionand Development Marketing

CommunicationsHuman Relations in BusinessManaging the Office EmployeeManaging the Office EnvironmentMath Skills for the Office

Basic Skills in Vocational Education:Computer Skills, Mathematics, Reading,Spealdng/Ustening, Wdting

Report of the Technical Committee forHospitality, Tourism, Recreation

Achieving Success in Small Business: ACompetencyBased Educational Programfor Persons Interested in SmallBusiness OwnershipAchieving Success in Small Business: ACompetency-Based Educational Programfor Persons Interested in SmallBusiness OwnershipBasic Skills for ImprovementCompetency-Based Business EducationModulesE.T.C. Entrepreneurship TrainingComponents for Business and OfficeInstructional Strategies for UsingMicrocomputers in Vocational Educationfor Business EducationSmall Business and EntrepreneurshipSeriesSteps to Starting a Small BusinessTools, Equipment, and Machinery:Adapted for Vocational Education andEmployment of Hancficapped People

Cultures in the North: Multi-MediaResource kitMany resources on Alaskan culture

=111=M\University of Alaska FairbanksAlaska Sea Grant College ProgramAttorney's Plaza, Suite 1AFairbanks, AK 99775

University of Washington PressPO Box 50096Seattle, WA 98105

Associations

Alaska Natural Resources and Outdoor EducationAssociationBox 110536Anchorage, AK 99511-0536

Alaska Federation of Natives411 West Fourth Avenue Suite 301Anchorage, AK 99501

The Alaska Naf a FoundationPO Box 100278Anchorage, AK 99501

Alaska Natural History Association250 Cushman Street, Suite 1AFairbanks, AK 99701(907)451-7352

Alaska Women in Timber111 Stedman Street #200Ketchikan, AK 99901

American Association for InstructionalMaterials120 Drittmeir Engineering CenterAthens, GA 30602(404)542-2586

American Marketing Association250 S. Walker Drive Suite 200Chicago, IL 60606

Alaska Hotel and Motel AssociationPO Box 104900Anchorage, AK 99510(907)344-4778

Alaska Sea Week Curriculum GuideAlaska's Seas and CoastsMarine Life PostersPublications Directory

Indian Fishing: Early Methods on theNorthwest Coast

Flyways, Pathways, Waterwa/sProvides networking for naturalresource educators, cisseminatescurriculum, trains teachers incurriculum use, and provides aninformation clearinghouse

Information on Native Claims

Information on Native ClaimsAlaska Native Land ClaimsTo Have and To Hold Land ResourcesTrouble Ahead

The Denali Road GuidePublications on Alaska's National Parks,National Forests, Fish and WildlifeService, and State Parks

Alaska's Great Green ForestThe Forest Book

Pe.lormance-Based Teacher EducationModules: Assisting Students InImproving Their Basic Skills

Extensive collections of marketingMarketing News

Quarterly publications and sponsoreducational programs

7

eAlaska Visitors AssociationPO Box 102220Anchorage, AK 99510(907)276-6663

American Bus Assodation1025 Connecticut Avenue NWWashington, DC 20036

American Hotel and Motel Association888 7th AvenueN9W York, NY 10106

American Institutes for Research1055 Thomas Jefferson Street NWWashington, DC 20007

American Society of Travel Agents1101 King StreetAlexandria, VA 22314

American Vocational Association1410 King StreetAlexandria, VA 22314

Assodation of Retail Travel Agents25 S. RiversideCroton-On-Hudson, NY 10520

Club Managers Association of America7615 Winterberry PlaceBethesda, MD 20817

Council of Hotel, Restaurant and InstitutionalEducation311 First Street NW #700Washington, DC 20001

Cruise Lines International Assocation (CLIA)17 Battery PlaceNew York, NY 10004

Distributive Education Clubs of America1908 Association DriveReston, VA 22091(703)860-5000

Information and assistance in startinglocal tourism organizations, statewidetourism/governmental issues,Marketing Council information andprograms, tourism research, andAVA membership and programs.

Conducts safety seminars, disseminatesinformation, sponsors competitions,compiles statisticsMotorcoach MaiketerPublishes Bus Operator, DestinationsSCAN Newsletter

Hospitality for SaleHotel and Motel RedbookLodging Publication

Getting Down to Business: TravelAgency Entrepreneurship TrainingComponents

ASTA Travel NewsResources, maintains biographicalarchives, sponsors cornpetitions,conducts research

Catalog of resources for vocationaleducation

ARTAFACTSConducts joint marketing and educationprograms

Library on Food PreparationClub Management MagazineClub Management Operations

Hospitality EducatorJournal of Hospitality EducationSupports research, cornpiles statistics,and conducts seminars

Travel Agents Cruise Manual

A Guide for DECA Chapter OfficiersA Prograrn of ActionDECA Handbook

i 8

87

The Educational Instituteof the American Hotel and Motel Association1407 S. Harrison RoadPO Box 1240East Lansing, MI 48823(517)353-5500

Future Business Leaders of AmericaPO Box 17417-DullesWashington, DC 20041

Hotel Sales and Maricefing Association1400 K Street NW, Suite 810Washington, DC 20005

Institute of Certified Travel AgentsPO Box 56148 Linden StreetWellesley, MA 02181

International Air Transport Association2000 Peel StreetMontreal, PO, Canada H3A 2R4

International Association of Tour ManagersNorth American Region1646 Chapel StreetNew Haven, CT 06511

International Fede, lion of Women in Travel4545 N. 36 Street, Suite 126Phoenix, AZ 85018

Joint Council on Economic Education2 Park AvenueNew York, NY 11016

National Business Education Association1914 Association DriveReston, VA 22091

National Restaurant Association311 First Street NWWashington, DC 20001

International Academia PartnershipPrograms: Managing Front OfficeOp 3rations

Managing Hospitality EngineeringSystemsProfessional CookingResort Management and DevelopmentCatalog of materials and films

Developing Effective Programs andActivities in FBLA-PBLThe Official FBLA-PBL Handbook

Glossary of Hotel/Motel TermsMaintain Sales Research CenterMarketing Review

Library on travel agency managementand travel reference topicsTravol Career Development Program

Reason in the AirStandard Interline Passenger and CargoProceduresWorld Air Transport statistics

Conducts professional tour managementUSA certificate programTour Manager magazineTravel Magazine

Resourcjs, conducts serninars,workshops, lecturesSpirit Newsletter

Resources on economics and marketing

Clearinghouse of publications onbusiness educationStandards for Excellence in BusinessEducation

Foodservice Information AbstractsRestaurants, USA magazineTableservice Restaurant OperationsWaiter/waitress training programs,educational pamphlets, books, films

88 79

Marketing and Distributive Education Association1908 Association DriveReston, VA 22091(703)476-4299

National Audubon SocietyNature Center Planning Division950 Third AvenueNew York, NY 10022

National Tour AssociationPO Box 3071546 E. Main StreetLexington, KY 40596

Office Education Association5454 Cleveland AvenueColumbus, OH 43229(614)895-7277

Travel and Tourism Research AssociationPO Box 8066, Foothill StationSalt Lake City, UT 84108

Travel Industry Association of America1899 L Street NWWashington, DC 20036(202)293-1433

United States Travel Data Center1899 L Street, Suite 610Washington, DC 20036

World Tourism AssociationCalle Captain Haya 42Madrid, Spain E-28020

Marketing Educators News

Manual of Outdoor Interpretation

Courier MagazineDevelop and increase public interestin tourist travel by motorcoachTuesday Newsletter

Ad iisors NewslettersCompetitive Events GuidelinesLeadership Development Series

Journal of Travel ResearchReference Service to assist travelresearch and marketing industrySponsors travel research and studentcontests

Contact USA: A Buyers Guide to USTravel Products, Seivices, andPersonnelDiscover America Package TourHandbookInternational Travel News DirectoryMarketing the USA: Selling to Canada

Economic Review of Travel in AmericaGuide to publications and resourcesNational Travel SurveySurvey of State Travel OfficesTravel and Tourism Industry HighlightsTravel Printout

Economic Review of World TourismPublishes studies and documents onlegislation affecting tourismRole and Structure of National TourismAdministrationsTourist BibliographyWorld Tourism Statistics

SO.

Periodicals

American Express Publishing Company1120 Avenue of the America'sNew York, NY 10036

American Marketing Association250 S. Walker Drive Suite 200Chicago, IL 60606(312)648-0536

Alaska Publishing CompanyPO Box 102696Anchorage, AK 99510

American TravelerDivision of Capital Cities Media, Inc.2 W. 46 StreetNew York, NY 10036

Bill Communications, inc.633 Third AvenueNew York, NY 10017

Cahners Publishing CompanyFoodservice and Packaging GroupDivison of Reed Publishing USA44 Cook StreetDenver, CO 80206

Communication Channels, Inc.6255 Barfield RoadAtlanta, GA 30328

Cornell UniversitySchool of Hotel AdministrationIthaca, NY 14853

Crossroads PressBox 833Honolulu, HI 96808

Harcourt Brace Jovanovich, Inc.One E First StreetDuluth, MN 55802

Hawkins and Associates, Inc.s D Stroet

Washington, DC 20002

Industrial Publishing Company614 Superior Ave W.Cleveland, OH 44113

90

Travel and Leisure

Journal of Marketing

Alaska Business Monthly

The Travel Agent

Restaurant BusinessSales and Marketing Management:The Magazine of Marketing

Hotels and Restaurants UnlimitedRestaurants and Institutions

Airline Executive

C. ell Hotel and RestaurantAdministration Quarterty

Pacific Business News

Hotel and Motel Management

Travel and Tourism ExecutiveNewsletter

Modern Office Procedures

S I

Jax Far Travel280 Tokeneke RoadDarien, CT 06820

McGraw-Hill Publications, Inc.1221 Avenue of the AmericasNew York, NY 10020

Murdoch Magazines500 Harmon Meadow BlvdSecaucus, NJ 07094

Official Airline Guides, Inc.100 Grant AvenueSan Francisco, CA 94108

Penton Publishing1100 Superior AvenueCleveland, OH 44144

Transatlantic Publishing Corp.342 Madison AvenueNew York, NY 10017

Travel Trade Publishing Company6 E. 46 StreetNew York, NY 10017

Travel and Tourism Research AssociationBusiness Research DivisionUniversity of ColoradoBoulder, CO 80309-0420(303)492-8227

Walter Mathews Associates, Inc.Box 889Midtown StationNew York, NY 10018

Yankee Publishing, Inc.Alaska Publishing PropertiesDublin, NH 03444

Special Books/Pamphlets

Atlantic Richfield CompanyPO Box 100360Anchorage, AK 99510

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Travel Marketing Magazine

Business Week

Meetings and ConventionsTravel Weekly

Travelage WestTravel Management DailyTravel Management NewsletterPacific Travel News

Air Transport WorldLodging HospitafityRestaurant Hospitality

Travel Digest

Travel Trade

Journal of Leisure ResearchJournal of Travel Research

Travel Business Repon

Alaska, magazine of life on the lastfrontier

Wildlife of the North Slope

A Wiley Inter Science PublicationJoi.n Wiley and Sons, Inc.605 Third AvenueDept. 0194 JOMNew York, NY 10158

Boeing Commercial Airline CompanyAttention: MarketingriPG-6-': 400PO Box 3703Seattle, WA 95124(206)237-0200

Conference of ConcessionersMammoth Cave, KY 42559

Contract Research Corporation25 Flanders RoadBelmont, MA

Cooperative Extension ServiceStatewide OfficeUniversity of Alaska303 Tanana DriveFairbanks, AK 99701

Dun and Bradstrent Corporation99 Church StreetYork, NY 10007

Economist Publications, Ltd.The Economist Intelligence Unit40 Duke StreetLondon, WIA 1DW England

Federal Aviation Administration800 Independence Avenue SWWashington, DC 20591(202)267-3484

Federal Maritime Commission1100 L Street NWWashington, DC 20573(202)523-5773

Where to Find Business Information:A Worldwide Luide for Everyone WhoNeeds the Answers to Business Questions

Dimensions of Airlines Growth

Visitor Facilities and Services in theNational Parks

Career Exploration in Hospitality andRecreadon

Community Evaluations for Econorn:cDevelopmentMarketing the Uniqueness of SmaiiTowns

Organizing Your Home Business CenterTo Grow or Not to Grow: Questions AboutEconomic Development

tirk

Industry Agent's HandbookOAG Travel Planner, European ..trid NewPacific AreasOAG Travel Planner, North American Ed.OAG Worldwide Cruise and ShiplineGuide

Imematirnal Tourism QuarterlyTravel P,Ind Tourism Analyst

Federal Air Regulations

Federal Maritime Regulations

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Ford's Travel Guides19448 Loridelius StreetNorthridge, CA 91324

Forsyth Travel LibraryPO Box 29759154 West 5th StreetShawnee Mission, KS 66201

Fuller Weissman, Inc.810 St. William AvenueRound Rock, TX 78681

Interstate Commerce Commission12th Street and Constitution Ave NWWashington, DC 20403(202)275-7833

Jane Taylor Wilson800 Rcberto AvenueSanta Barbara, CA 93109

Marketing HandbooksStamford, CT

Murdoch Magazines500 Harmon Meadow Blvd.Secaucus, NJ 07094

National Park ServiceAlaska Area OfficeRoom 202540 West 5th AvenueAnchorage, AK 99501

National Railways Publications Company424 W 33 StreetNew York, NY 10001

Small Business Administration701 C StreetBox 67Anchorage, AK 99513

Travel Insider272 Kosan CircleStreaniwood, IL 6010'7(312)837-9241

Ford's Deck Plan GuideForrrs Freighter Travel GuideFord's International Cruise GuideWaterways of the World

Thomas Cook Continental TimetableThomas Cook Overseas Timetable

Fuller-Weissman Report

Regulates transportation

Leadership Alive: A Handbook ofExercises and Resources for LeadershipDevelopment

Travel Market Yearbooks

Hotel and Travel IndexOfficial Hotel and Resort Guide

Films or national parksPublications and information oncamping in national parks

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The Official Railway Guide

Information and publications onmanagement, accounting, and businessbasics for small businesses

Directory of Foreign GovernmentTourist Offices

Tumagain Products13201 Ridgewood CircleAnchorage, AK 99516

US Coast Guard2100 Second Street SWWashington, DC 20593(202)267-2303

US Department of Agriculture14th Street and Independence Avenue SWWashington, DC 23250(202)447-2791

US Department of CommerceUS Travel and Tourism AdministrationMain Commerce BuildingWashington, DC 20230(202)377-0137

US Department of interiorC Street between 18th and 19th Street NWWashington, DC 20240(202)343-4841

US Department of JusticeTenth Street and Constitution Ave NWWashington, DC 20530(202)633-2007

US Department of StatePassport ServicesBureau of Consular Affairs1425 K Street NW, Room G-62Washington, DC 20524(202)783-8170

US Department of TransportationPublic Reference Room400 7th Street SW, Room 4107Washington, DC 20590(202)426-7634

US Fish and Wildlife SeiviceOffre of Public Use and Information1011 East Tudor RoadAnchorage, Ak 99503

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Rail Guide to the Histonc AlaskaRailroad

Rogulaticris, licensing, and safrinformation

Transportation of agricultural productsinformation

International Travel Martet Reviews ofSelected Major Tourism GeneratingCountriesOutlook for Travel and TourismNational Travel SuiveyTra il Agents U.S.A., TransportationGuin._

General land information

Passport and visa informationinternational travel, customs, andimmigration information

Bureau of Consular Affairs: YourThp Abroad, Visa Requirements ofof Foreign GovernmentsTravel Information: Your Tnp Abroad

Information airline tariffs and routes

Posters on habitat and wildlife of southcentral Alaska

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US Forest SeiviceAlaska RegionFederal Office BuildingBox 1628Juneau, AK 99802

US Geological Survey4 University DriveAnchorage, AK 99508

Media

Agency for Instructional TelevisionBox ABloomington, IN 47402

Alaska Center for Economic EducationUniversity of Alaska601-A Gruening BldgFairbanks, AK 99701(907) 474-6520

Cambridge Career ProductsOne Players Club Drive, Dept. 0T2Charleston, WV 25311

Career Aids, Inc.20417 Nordhoff Street Dept. SChatsworth, CA 91311(818) 341-8200

Career Development Software, Inc.207 Evergreen DriveVancouver, WA 98661(206)696-3529

DCA Educational Products, Inc.4685 Stenton Ave.Philadephia, PA 19144

The Educational Institute of theAmerican Hotel and Motel Assodation1407 S. Harrison RoadPO Box 1240East Lansing, MI 48823(517)353-5500

International Film Bureau, Inc.332 South Michigan AvenueChicago, IL 60604

Guide to Alaska TreesSoutheast Alaska CommunityOpportunity GuideThe Common Plants of the Muskegsof Southeast Alaska

Topographical and geological maps ofAlaska

Modem Talking Pictures 3ervice, Inc.1145 North McCadden PlaceLos Angeles, CA 90038

Nationd Archives & Records AdministrationNational Audiovisual Center8700 Edgeworth DriveCapitol Heights, MD 20743

Pacific Academy for Advanced Studies1100 Glendon Avenue, Suite 1625Los Angeles, CA 90024

Penn Communications, Inc.1350 West 20th StreetErie, PA 16502

Salenger Educational Media1635 12th StreetSanta Monica, CA 90404

Teaching Aide.., Inc.PO Box 1798Costa Mesa, CA 92628-0798

Vocational Media AssociatesPrentice-Hall MediaPO Box 1050Mt. Kisco, NY 10549

Walt Disney Educational Media Co.500 S. Buena Vista StreetBurbank, CA 91521

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