ithm 390 advance internship hotel management … 390 dlp... · la profesión de gerencia hotelera...
TRANSCRIPT
Sistema Universitario Ana G. Méndez
School for Professional Studies
Florida Campuses
Universidad del Este, Universidad Metropolitana, Universidad del Turabo
ITHM 390
ADVANCE INTERNSHIP HOTEL MANAGEMENT
PRÁCTICA ADVANZADA GERENCIA HOTELERA
© Sistema Universitario Ana G. Méndez, 2010
Derechos Reservados.
© Ana G. Méndez University System, 2010. All rights reserved.
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TABLA DE CONTENIDO/TABLE OF CONTENTS
Páginas/Pages
Guía de Estudio ............................................................................................................................... 4
Study Guide .................................................................................................................................. 18
Workshop One .............................................................................................................................. 30
Taller Dos...................................................................................................................................... 34
Workshop Three............................................................................................................................ 38
Taller Cuatro ................................................................................................................................. 42
Workshop Five/Taller Cinco ......................................................................................................... 46
Anejo A/Appendix A .................................................................................................................... 50
Anejo B/Appendix B..................................................................................................................... 52
Anejo C/Appendix C..................................................................................................................... 54
Anejo D/Appendix D .................................................................................................................... 56
Anejo E/Appendix E ..................................................................................................................... 58
Anejo F/Appendix F ..................................................................................................................... 60
Anejo G/Appendix G .................................................................................................................... 62
Anejo H/Appendix H .................................................................................................................... 63
Anejo I/Appendix I ....................................................................................................................... 64
Anejo J/Appendix J ....................................................................................................................... 66
Anejo K/Appendix K .................................................................................................................... 68
Anejo L/Appendix L ..................................................................................................................... 69
Anejo M/Appendix M ................................................................................................................... 70
Anejo N/Appendix N .................................................................................................................... 71
Anejo O/Appendix O .................................................................................................................... 72
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Anejo P/Appendix P ..................................................................................................................... 73
Anejo Q/Appendix Q .................................................................................................................... 74
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Guía de Estudio
Título del Curso: Práctica Avanzada
Codificación: ITHM 390
Duración: Cinco Semanas
Pre-requisito: Haber completado todos los cursos de concentración
Descripción:
El curso ITHM 390 será referido como Práctica Avanzada en Gerencia Hotelera. Este curso
es la Práctica o Internado Final para los estudiantes que se encuentran en el Bachillerato en
Ciencias en Turismo Internacional y Gerencia Hospitalaria con especialidad en Gerencia
Hotelera. La Práctica Avanzada ayuda al estudiante a completar su preparación académica para
la profesión de Gerencia Hotelera provee una combinación de experiencia de trabajo y la
oportunidad de aplicar lo aprendido dentro del salón de clases. Se requiere que los estudiantes
completen esta práctica en un escenario laboral relacionado con la gerencia dentro de la industria
del turismo para que adquieran experiencia y exposición con las técnicas, metodologías y
procedimientos; todo bajo la supervisión y guía de un administrador capacitado dentro del área.
La Práctica Avanzada en Gerencia Hotelera debe comenzar luego de que el estudiante haya
completado exitosamente 112 créditos dentro del programa, incluyendo todos los cursos de
concentración. La práctica debe ser completada en un término académico (cinco semanas). Se
espera que el practicante trabaje un promedio de 18 horas semanales en el lugar de práctica y que
se reúna con el Facilitador de Práctica dos horas semanalmente. Se acreditarán 3 créditos por
100 horas contacto como participación de esta práctica; 90 en el lugar de práctica y 10 horas en
el salón de clases con el Facilitador de Práctica durante el término.
Objetivos Generales
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1. Demostrar lo aprendido en el salón de clases a través de la aplicación de conceptos y teorías
gerenciales.
2. Explorar intereses y habilidades dentro del campo gerencial en la industria hotelera.
3. Redactar un resume que presente una formación profesional sólida..
4. Establecer una red de contactos importantes profesionales dentro de la industria de la
hospitalidad.
5. Implementar destrezas y competencias para la solución de problemas.
6. Obtener experiencia práctica bajo la supervisión de un profesional dentro de la industria
hotelera.
7. Desarrollar la habilidad de trabajar con personas, tanto individualmente como en equipo.
8. Comparar las teorías y conceptos aprendidos en el salón de clases y relacionarlos a las
experiencias vividas.
9. Adquirir y aplicar las técnicas y teorías de solución de problemas.
10. Experimentar competencias y destrezas personales y ejecutar las experiencias y teorías
aprendidas en el salón de clases.
11. Obtener las destrezas necesarias en relación a los procesos rutinarios y responsabilidades de
un gerente dentro de la industria hotelera.
12. Experimentar oportunidades de aprendizaje, observación y práctica de diferentes actividades
administrativas.
13. Auto-evaluarse en relación al campo de estudio y en relación a su desarrollo profesional.
14. Establecer metas reales en relación a su crecimiento y desarrollo profesional.
15. Establecer metas y objetivos profesionales al concluir la experiencia de práctica.
Texto Sugerido
ITHM 390 Advance Internship Hotel Management6
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Harris, K. J. (2006). Hospitality Management Internship. Pearson Education, Inc. N.J.: Upper
Saddle River.
Referencias y Material suplementario
Covey, S. (2007). El 8vo hábito. FonoLibro Inc. ISBN-10: 1933499176
Covey, S. (1989).Los 7 Hábitos para personas Altamente Efectivas. Ediciones Paidós Ibérica.
Davis, K. &Newstrom, J. W. (2003). Comportamiento Humano en el Trabajo (11thed).
McGraw-Hill Interamericana.
Drummond, H. (2002). Introduction to organizational behaviour.Oxford; New York: Oxford
University Press.
Educational Institute of the American Hotel & Lodging Association (2003).ITHM 300 –
Rooms Division.EdiciónCustomizada. Universidad del Este International, Schoolof
Tourism and Hospitality Management, Sistema Universitario Ana G. Méndez.
Fried Kline, S., & Sullivan W. (2003). Hotel Front Office Simulation: A Workbook and
Software Package.New Yor:John Wiley & Sons, Inc.
Greenberg, J., & Baron, R. A. (2003).Behavior in Organizations: Understanding and
Managing the Human Side of Work (8thed.). Prentice Hall.
Greenberg, J., & Baron, R. A. (2003).Behavior in Organizations (8thed.). Pearson
Education, Inc.
Ismail, A. (2002). Front Office Operations and Management.Thomson Learning, Inc.
ITHM 300: Rooms division I. Lansing, MI: Educational Institute of the American Hotel &
Lodging Association.
ITHM 301: rooms division II, Lansing, MI: Educational Institute of the American Hotel &
Lodging Association Travel &hospitality career directory.
ITHM 390 Advance Internship Hotel Management7
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Kasavana, M. L., & Brooks, R. M. (2001). Managing Front Office Operations (7thed.). East
Lansing MI, AH&LA Educational Institute.
Kasavana, M. L. (1995).Front Office Procedures.East Lansing MI, AH&LA Educational
Institute.
Lucas, R. W. (2004). Customer Service: Skills & Concepts for Success. (2nd ed.). John
Wiley & Sons.
Martin, W.B. (2002). Quality Service: What Every Hospitality Manager Needs to Know (1sted.).
Prentice Hall.
Moreo, P. J., Sammons, G., & Beck, J. (2002). Front office operations and auditingWorkbook.
Upper Saddle River, N.J.: Prentice Hall
Powers, T., & Borrows, C. (2001).Introduction to Management in the Hospitality Industry(7th
ed). John Wiley & Sons, Inc., New York
Robbins, S. P. (2003). Organizational Behavior (10thed... Pearson Education, Inc.
Timm, P. R. (2002). Customer Service: Career Success through Customer Satisfaction (2nded.)
Prentice Hall.
Evaluación:
El esquema de evaluación que se utilizará en este curso es el siguiente:
CRITERIOS %
Asistencia y Puntualidad 15%
Participación y contribución en clase 20%
Trabajos escritos 20%
Presentaciones orales 20%
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NOTA : Las matrices a utilizarse para la evaluación de estas actividades se incluyen al final del
módulo.
Descripción de los criterios de evaluación:
1. Asistencia y Puntualidad: La asistencia es mandatoria y la puntualidad representa ética
profesional. El facilitador llevará un registro de las mismas para cada taller y, al finalizar
el curso, utilizará el Anejo A para evaluar a cada estudiante.
2. Participación y Contribución en clase: Se espera que todo estudiante asista a clases
preparado para discutir todas las tareas asignadas previas al taller. El Facilitador evaluará
la participación y contribución de cada estudiante al finalizar el curso utilizando el Anejo
B. Él/ella tomará en cuenta el grado de participación de cada estudiante, si se preparó
para cada taller y su contribución en el desarrollo de la clase.
3. Trabajos escritos y/o ensayos: La preparación de un trabajo escrito es considerada como
una de las mejores maneras de aprender en profundidad acerca de un tema y, por esta
razón, es parte importante de las actividades académicas dentro de un plan de estudios
universitarios. Estos trabajos escritos y/o ensayos son evaluados utilizando matrices con
un valor del 70% en contenido y un 30% en lenguaje. El Facilitador evaluará los trabajos
escritos utilizando el Anejo C y los ensayos con el Anejo D.
4. Presentaciones orales: Una presentación oral constituye un medio a través del cual se
evalúan los conocimientos que poseemos sobre un tema y la claridad y precisión con que
Portafolio del curso 25%
Total 100%
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son presentados. Deberá vestir profesionalmente para cada presentación oral.Estas
presentaciones orales son evaluadas utilizando matrices con un valor del 70% en
contenido y un 30% en lenguaje. El Facilitador evaluará las mismas utilizando el Anejo E.
5. Portafolio del curso: El portafolio académico es un registro del aprendizaje que se
concentra en el trabajo del alumno y su reflexión sobre esa tarea. Mediante un esfuerzo
cooperativo entre el alumno y el personal docente se reúne un material que es indicativo
del progreso hacia los resultados esenciales (National Education Association, 1993).Cada
estudiante deberá preparar un portafolio del curso donde reflexionará sobre los temas del
curso y sus experiencias en el centro de práctica. Es importante que cada estudiante
trabaje este portafolio a partir de la primera semana de clases, lo mantenga actualizado y
lo traiga a clases cada semana para que lo pueda utilizar y el Facilitador lo pueda revisar.
El portafolio del curso deberá entregarse en la quinta semana del curso. Sin embargo, el
estudiante debe ir preparando el mismo según progresa el curso para no acumular trabajo
innecesariamente. La presentación es importante y debe estar preparado y organizado
profesionalmente. Debe incluir cada una de las secciones debidamente organizadas y
rotuladas. El Portafolio será evaluado utilizando el Anejo F y el Anejo G para ver el
progreso del mismo.El portafolio deberá ser preparado en una carpeta blanca (2” a 3”) e
incluir las siguientes partes:
a. Portada estilo APA (Anejo H)
b. Tabla de contenido
c. Introducción
d. División en cinco talleres donde cada taller deberá incluir:
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i. Tareas asignadas con las correcciones sugeridas por el facilitador.
Deberá incluir todas las tareas semanalesque requiere este módulo. Las
mismas serán entregadas al finalizar cada taller y el Facilitador devolverá
las tareas en la siguiente clase con las correcciones y recomendaciones a
las mismas. El estudiante podrá revisar, corregir y mejorar esas tareas en
función de los comentarios del Facilitador y lo aprendido en clase. Las
tareas deberán ser preparadas en el idioma del taller.
ii. Actividades de avalúo. El estudiante deberá incluír todas las actividades
de avalúo realizadas en clase. Las mismas serán avaluadas por el
Facilitador en relación al conocimiento adquirido por el/la estudiante
sobre lo discutido en clase y en relación al dominio del lenguaje del taller
respectivo.
iii. Anejos (material adicional que usted haya utilizado o que el Facilitador
haya entregado en clase).
e. Conclusión
f. Referencias
Escala:
100-90=A89-80=B79-70=C 69-60=D59-0=F
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Descripción de las Normas del Curso
1. Este curso sigue el modelo “Discipline-Based Dual Language Immersion Model®” del
Sistema Universitario Ana G. Méndez, el mismo está diseñado para promover el
desarrollo de cada estudiante como un profesional bilingüe. Cada taller será facilitado
en inglés y en español, utilizando el modelo 50/50. Esto significa que cada taller deberá
ser conducido enteramente en el lenguaje especificado. Los lenguajes serán alternados en
cada taller para asegurar que el curso se ofrece 50% en inglés y 50% en español. Para
mantener un balance, el módulo debe especificar que se utilizarán ambos idiomas en el
quinto taller, dividiendo el tiempo y las actividades equitativamente entre ambos idiomas.
Si un estudiante tiene dificultad en hacer una pregunta en el idioma especificado, bien
puede escoger el idioma de preferencia para hacer la pregunta. Sin embargo, el facilitador
deberá contestar la misma en el idioma designado para ese taller. Esto deberá ser una
excepción a las reglas pues es importante que los estudiantes utilicen el idioma
designado. Esto no aplica a los cursos de lenguaje que deben ser desarrollados en el
idioma propio todo en inglés o todo en español según aplique.
2. El curso es conducido en formato acelerado, eso requiere que los estudiantes se preparen
antes de cada taller de acuerdo al módulo. Cada taller requiere un promedio de diez (10)
horas de preparación y en ocasiones requiere más.
3. La asistencia a todos los talleres es obligatoria. El estudiante que se ausente al taller
deberá presentar una excusa razonable al facilitador. El facilitador evaluará si la
ausencia es justificada y decidirá como el estudiante repondrá el trabajo perdido, de ser
necesario. El facilitador decidirá uno de los siguientes: permitirle al estudiante reponer el
trabajo o asignarle trabajo adicional en adición al trabajo a ser repuesto.
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Toda tarea a ser completada antes del taller deberá ser entregada en la fecha asignada. El
facilitador ajustará la nota de las tareas repuestas.
4. Si un estudiante se ausenta a más de un taller el facilitador tendrá las siguientes
opciones:
a. Si es a dos talleres, el facilitador reducirá una nota por debajo basado en la
nota existente.
b. Si el estudiante se ausenta a tres talleres, el facilitador reducirá la nota a dos
por debajo de la nota existente.
5. La asistencia y participación en clase de actividades y presentaciones orales es
extremadamente importante pues no se pueden reponer. Si el estudiante provee una
excusa válida y verificable, el facilitador determinará una actividad equivalente a evaluar
que sustituya la misma. Esta actividad deberá incluir el mismo contenido y componentes
del lenguaje como la presentación oral o actividad a ser repuesta.
6. En actividades de grupo, el grupo será evaluado por su trabajo final. Sin embargo, cada
miembro del grupo deberá participar y cooperar para lograr un trabajo de excelencia, pero
recibirán una calificación individual.
7. Se espera que todo trabajo escrito sea de la autoría de cada estudiante y no plagiado. Se
debe entender que todo trabajo sometido esta citado apropiadamente o parafraseado y
citado dando atención al autor. Todo estudiante debe ser el autor de su propio trabajo.
Todo trabajo que sea plagiado, copiado o presente trazos de otro será calificado con cero.
El servicio de SafeAssign TM de Blackboard será utilizado por los facilitadores para
verificar la autoría de los trabajos escritos de los estudiantes. Es responsabilidad del
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estudiante el leer la política de plagio de su universidad. Si usted es estudiante de UNE,
deberá leer la Sección 11.1 del Manual del Estudiante.
Se espera un comportamiento ético en todas las actividades del curso. Esto implica que
TODOS los trabajos tienen que ser originales y que de toda referencia utilizada deberá
indicarse la fuente, bien sea mediante citas o bibliografía. No se tolerará el plagio y, en
caso de que se detecte casos del mismo, el estudiante se expone a recibir cero en el
trabajo y a ser referido al Comité de Disciplina de la institución. Los estudiantes deben
observar aquellas prácticas dirigidas a evitar incurrir en el plagio de documentos y
trabajos.
8. Si el facilitador hace cambios al módulo o guía de estudio, deberá discutirlos y entregar
copia a los estudiantes por escrito al principio del primer taller.
9. El facilitador establecerá los medios para contactar a los estudiantes proveyendo su
correo electrónico, teléfonos, y el horario disponibles.
10. EL uso de celulares está prohibido durante las sesiones de clase; de haber una necesidad,
deberá permanecer en vibración o en silencio.
11. La visita de niños y familiares no registrados en el curso no está permitida en el salón de
clases.
12. Todo estudiante está sujeto a las políticas y normas de conducta y comportamiento que
rigen al SUAGM y el curso.
13. Si por alguna razón no puede acceder las direcciones electrónicas ofrecidas en el módulo,
no se limite a ellas. Existen otros motores de búsqueda y sitios Web que podrá utilizar
para la búsqueda de la información deseada. Entre ellas están:
• www.google.com
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• www.ask.com
• www.pregunta.com
• www.findarticles.com
• www.bibliotecavirtualut.suagm.edu
• www.eric.ed.gov/
• www.flelibrary.org/
• http://www.apastyle.org/
14. Para comprar o alquilar libros de texto o referencias nuevas o usadas puede visitar:
• http://www.chegg.com/(alquiler)
• http://www.bookswim.com/ (alquiler)
• http://www.allbookstores.com/ (compra)
• http://www.alibris.com/(compra)
Estos son sólo algunas de las muchas compañías donde puede comprar o alquilar libros.
15. El/la facilitador(a) puede realizar cambios a las direcciones electrónicas y/o añadir
algunas de ser necesario.
16. Del facilitador o el estudiante requerir o desear una investigación o la administración de
cuestionarios o entrevistas, deben referirse a las normas y procedimientos de la Oficina
de Cumplimiento y solicitar su autorización. Para acceder a los formularios de la Oficina
de Cumplimiento pueden visitar este enlace
http://www.suagm.edu/ac_aa_re_ofi_formularios.asp y seleccionar los formularios que
necesite.
17. Además de los formularios el estudiante/facilitador puede encontrar las instrucciones para
la certificación en línea. Estas certificaciones incluyen: IRB Institutional Review Board,
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Health Information Portability Accounting Act (HIPAA), y Responsibility Conduct for
Research Act (RCR).
18. De tener alguna duda, favor de comunicarse con la Coordinadoras Institucionales o a la
Oficina de Cumplimiento a los siguientes teléfonos:
Sra. Evelyn Rivera Sobrado, Directora Oficina de Cumplimiento
Tel. (787) 751-0178 Ext. 7196
Srta. Carmen Crespo, Coordinadora Institucional Cumplimiento – UMET
Tel. (787) 766-1717 Ext. 6366
Sra. Josefina Melgar, Coordinadora Institucional Cumplimiento – Turabo
Tel. (787) 743-7979 Ext.4126
Dra. Rebecca Cherry, Coordinadora Institucional Cumplimiento – UNE
Tel. (787) 257-7373 Ext. 3936
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Filosofía y Metodología Educativa
Este curso está basado en la teoría educativa del Constructivismo. Constructivismo es
una filosofía de aprendizaje fundamentada en la premisa de que, reflexionando a través de
nuestras experiencias, podemos construir nuestro propio conocimiento sobre el mundo en el que
vivimos.
Cada uno de nosotros genera nuestras propias “reglas “y “métodos mentales” que
utilizamos para darle sentido a nuestras experiencias. Aprender, por lo tanto, es simplemente el
proceso de ajustar nuestros modelos mentales para poder acomodar nuevas experiencias. Como
facilitadores, nuestro enfoque es el mantener una conexión entre los hechos y fomentar un nuevo
entendimiento en los estudiantes. También, intentamos adaptar nuestras estrategias de enseñanza
a las respuestas de nuestros estudiantes y motivar a los mismos a analizar, interpretar y predecir
información.
Existen varios principios para el constructivismo, entre los cuales están:
1. El aprendizaje es una búsqueda de significados. Por lo tanto, el aprendizaje debe comenzar
con situaciones en las cuales los estudiantes estén buscando activamente construir un
significado.
2. Significado requiere comprender todas las partes. Y, las partes deben entenderse en el
contexto del todo. Por lo tanto, el proceso de aprendizaje se enfoca en los conceptos
primarios, no en hechos aislados.
3. Para enseñar bien, debemos entender los modelos mentales que los estudiantes utilizan para
percibir el mundo y las presunciones que ellos hacen para apoyar dichos modelos.
4. El propósito del aprendizaje, es para un individuo, el construir su propio significado, no sólo
memorizar las contestaciones “correctas” y repetir el significado de otra persona. Como la
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educación es intrínsecamente interdisciplinaria, la única forma válida para asegurar el
aprendizaje es hacer del avalúo parte esencial de dicho proceso, asegurando que el mismo
provea a los estudiantes con la información sobre la calidad de su aprendizaje.
5. La evaluación debe servir como una herramienta de auto-análisis.
6. Proveer herramientas y ambientes que ayuden a los estudiantes a interpretar las múltiples
perspectivas que existen en el mundo.
7. El aprendizaje debe ser controlado internamente y analizado por el estudiante.
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Study Guide
Course Title: Advance Internship Hotel Management
Code: ITHM 390
Time Length: Five Weeks
Pre-requisite: All core courses
Description:
The course, ITHM 390, Advance Internship is required for all students pursuing a BS in
International Tourism and Hospitality Management with a major in Hotel Management from Ana
G. Méndez University System, School for Professional Studies, Universidad del Este. The
internship helps fulfill the student's academic performance for the tourism and hospitality
profession. It also provides a combination of work experience and an opportunity for application
of classroom theories. The students are required to go into a tourism or hospitality management-
related environment to gain experience and exposure to techniques, methodologies, and
procedures; all under the close supervision and guidance of a capable practitioner.
The internship may be taken after a student has successfully completed 112 credits within the
program including all core courses. The average participation for the Internship is one part of
term (5 weeks). The intern should expect to work at the internship site an average of, at least,
twenty (20) hours per week, and meet with the Internship Facilitator weekly for two (2) hours in
the classroom. Three credit hours shall be awarded for 100 clock hours of participation for this
course; this includes 90 hours internship on site, and 10 hours class work.
General Objectives
1. Apply what has learned in the classroom through hands on application or observation of
concepts.
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2. Explore interests and abilities in a variety of fields.
3. Build a competitive resume.
4. Establish a network with important professionals in the field of interest.
5. Implement personal skills and competencies.
6. Achieve practical experience under professional supervision.
7. Develop the ability to work with people, both individually and as part of a group.
8. Compare theories and concepts learned in the classroom and relate them with real life
experiences.
9. Acquire and apply problem-solving techniques.
10. Experiment with personal skills and competencies, and execute classroom experiences
andtheories.
11. Become skilled with the routine procedures and responsibilities of the tourism or
hospitalitysite.
12. Experience opportunities to learn, observe, and practice a variety of administrative
activities.
13. Evaluate one’s self in relation to the field, and in relation to his or her professional
preparation.
14. Establish realistic goals for professional growth and development.
15. Establish career goals and objectives upon conclusion of the Internship experience.
Suggested Text
Harris, K. J. (2006). Hospitality Management Internship. Pearson Education, Inc. Upper
Saddle River, New Jersey.
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References and Supplementary Materials
Covey, S. (2007). El 8vo hábito. FonoLibro Inc. ISBN-10: 1933499176
Covey, S. (1989). Los 7 Hábitos para personas Altamente Efectivas. Ediciones Paidós Ibérica.
Davis, K. &Newstrom, J. W. (2003). Comportamiento Humano en el Trabajo (11thed).
McGraw-Hill Interamericana.
Drummond, H. (2002). Introduction to organizational behaviour. Oxford; New York: Oxford
University Press.
Educational Institute of the American Hotel & Lodging Association (2003).ITHM 300 –
Rooms Division. Edición Customizada. Universidad del Este International, School of
Tourism and Hospitality Management, Sistema Universitario Ana G. Méndez.
Fried Kline, S., & Sullivan W. (2003). Hotel Front Office Simulation: A Workbook and
Software Package.New Yor:John Wiley & Sons, Inc.
Greenberg, J., & Baron, R. A. (2003).Behavior in Organizations: Understanding and
Managing the Human Side of Work (8thed.). Prentice Hall.
Greenberg, J., & Baron, R. A. (2003).Behavior in Organizations (8thed.). Pearson
Education, Inc.
Ismail, A. (2002). Front Office Operations and Management.Thomson Learning, Inc.
ITHM 300: Rooms division I. Lansing, MI: Educational Institute of the American Hotel &
Lodging Association.
ITHM 301: rooms division II, Lansing, MI: Educational Institute of the American Hotel &
Lodging Association Travel &hospitality career directory.
Kasavana, M. L., & Brooks, R. M. (2001). Managing Front Office Operations (7thed.). East
Lansing MI, AH&LA Educational Institute.
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Kasavana, M. L. (1995).Front Office Procedures.East Lansing MI, AH&LA Educational
Institute.
Lucas, R. W. (2004). Customer Service: Skills & Concepts for Success. (2nd ed.). John
Wiley & Sons.
Martin, W.B. (2002). Quality Service: What Every Hospitality Manager Needs to Know (1sted.).
Prentice Hall.
Moreo, P. J., Sammons, G., & Beck, J. (2002). Front office operations and auditingWorkbook.
Upper Saddle River, N.J.: Prentice Hall
Powers, T., & Borrows, C. (2001).Introduction to Management in the Hospitality Industry(7th
ed). John Wiley & Sons, Inc., New York
Robbins, S. P. (2003). Organizational Behavior (10thed... Pearson Education, Inc.
Timm, P. R. (2002). Customer Service: Career Success through Customer Satisfaction (2nded.)
Prentice Hall.
Evaluation:
NOTE: The rubrics to be used for these evaluations are included at the end of the module.
CRITERIA %
Attendance and Punctuality 15%
Participation y contribution in class 20%
Written papers/essays 20%
Oral Presentations 20%
Course Portfolio 25%
Total 100%
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Evaluation’s description:
1. Attendance and punctuality: Attendance is mandatory, and being punctual reflects a
professional ethic. The facilitator will register the student’s performance for both in every
workshop and at the end of the course. The facilitator will evaluate each student with the rubric
in Appendix A.
2. Class participation and contribution: All students are expected to attend class prepared to
discuss workshop topics (readings, assigned questions, study cases, etc.) and to actively
participate in class. The Facilitator will evaluate the student’s overall class participation, at the
end of the course. He/she will use Appendix B, taking into consideration the degree of
participation, if it shows the student’s degree of preparation for class and how much this
participation contributed to the class’ development.
3. Written papers and/or essays: The preparation of a written work is considered one of the best
ways to learn in depth about an issue and, therefore, is an important part of the academic
activities within an university curriculum.These written papers and/or essays are going to be
evaluated using rubrics with a value of 70% for content and a 30% for language. The Facilitator
will evaluate these assignments using Appendix C for written papers and Appendix D for
essays.
4. Oral Presentations: An oral presentation is a means by which to assess what we know about a
subject and the clarity and precision with which they are presented. You should dress
professionally for each oral presentation. These oral presentations are evaluated using rubrics
with a value of 70% and 30% content language. The Facilitator will evaluate these assignments
using Appendix E.
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5. Course portfolio: Each student must prepare a course portfolio, where he/she will reflect on
course topics and development. It is important that all students work on their portfolio
beginning the first week of classand keeping it up-to-date. They should also bring it to class for
discussion and Facilitator review. The Portfolio will be evaluated by the Facilitator using
Appendix Fand the progress follow-up using Appendix G. It should include the following
sections:
a. APA style cover page (Appendix H)
b. Table of Contents
c. Introduction
d. Division into five workshops where each workshop should include:
a. Assignments and / or special work with the corrections suggested by the
facilitator. It should include all tasks required by this form weekly. The same
will be delivered at the end of each workshop and the facilitator will return the
following tasks in the class with corrections and recommendations to
them. The student may review, correct and improve these assignments based
on the comments of the facilitator and what is learned in class. The
assignments should be prepared in the language of the workshop.
b. Assessment activities. The student must include all assessment activities in
class. They will be assessed by the Facilitator in the knowledge learned by the
student on what was discussed in class and in relation to language proficiency
of the respective workshop.
c. Appendices (additional material you have used or that the Facilitator has been
given in class).
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e. Conclusion
f. References
Scale:
100-90=A89-80=B 79-70=B 69-60=D59-0=F
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Description of course policies
1. This course follows the Sistema Universitario Ana G. Méndez Discipline-Based Dual
Language Immersion Model® designed to promote each student’s development as a Dual
Language Professional. Workshops will be facilitated in English and Spanish, strictly using
the 50/50 model. This means that each workshop will be conducted entirely in the language
specified. The language used in the workshops will alternate to insure that 50% of the course
will be conducted in English and 50% in Spanish. To maintain this balance, the course
module may specify that both languages will be used during the fifth workshop, dividing that
workshop’s time and activities between the two languages. If students have difficulty with
asking a question in the target language in which the activity is being conducted, students
may choose to use their preferred language for that particular question. However, the
facilitator must answer in the language assigned for that particular day. This should only be
an exception as it is important for students to use the assigned language. The 50/50 model
does not apply to language courses where the delivery of instruction must be conducted in
the language taught (Spanish or English only).
2. The course is conducted in an accelerated format and requires that students prepare in
advance for each workshop according to the course module. Each workshop requires an
average ten hours of preparation but could require more.
3. Attendance at all class sessions is mandatory. A student that is absent to a workshop must
present the facilitator a reasonable excuse. The facilitator will evaluate if the absence is
justified and decide how the student will make up the missing work, if applicable. The
facilitator will decide on the following: allow the student to make up the work, or allow the
student to make up the work and assign extra work to compensate for the missing class time.
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Assignments required prior to the workshop must be completed and turned in on the assigned
date. The facilitator may decide to adjust the grade given for late assignments and make-up
work.
4. If a student is absent to more than one workshop the facilitator will have the following
options:
a. If a student misses two workshops, the facilitator may lower one grade based on
the students existing grade.
b. If the student misses three workshops, the facilitator may lower two grades
based on the students existing grade.
5. Student attendance and participation in oral presentations and special class activities are
extremely important as it is not possible to assure that they can be made up. If the student
provides a valid and verifiable excuse, the facilitator may determine a substitute evaluation
activity if he/she understands that an equivalent activity is possible. This activity must
include the same content and language components as the oral presentation or special activity
that was missed.
6. In cooperative activities the group will be assessed for their final work. However, each
member will have to collaborate to assure the success of the group and the assessment will be
done collectively as well as individually.
7. It is expected that all written work will be solely that of the student and should not be
plagiarized. That is, the student must be the author of all work submitted. All quoted or
paraphrased material must be properly cited, with credit given to its author or publisher. It
should be noted that plagiarized writings are easily detectable and students should not risk
losing credit for material that is clearly not their own. SafeAssignTM, a Blackboard
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plagiarism deterrent service, will be used by the facilitators to verify students’ ownership of
written assignments.It is the student’s responsibility to read the university’s plagiarism
policy. If you are a UT student, read Section 11.1 of the Student Manual, and if you belong
to UMET or UNE, refer to Chapter 13, Sections 36 and 36.1 of the respective manuals.
Ethical behavior is expected from the students in all course related activities. This means
that ALL papers submitted by the student must be original work and that all references used
will be properly cited or mentioned in the bibliography. Plagiarism will not be tolerated and,
in case of detecting an incidence, the student will obtain a zero in the assignment or activity
and could be referred to the Discipline Committee.
8. If the Facilitator makes changes to the study guide, such changes should be discussed with
and given to students in writing at the beginning of the first workshop.
9. The facilitator will establish a means of contacting students by providing an email address,
phone number, hours to be contacted and days.
10. The use of cellular phones is prohibited during sessions; if there is a need to have one, it must
be on vibrate or silent mode during class session.
11. Children or family members that are not registered in the course are not allowed to the
classrooms.
12. All students are subject to the policies regarding behavior in the university community
established by the institution and in this course.
13. If for any reason you cannot access the URL’s presented in the module, do not stop your
investigation. There are many search engines and other links you can use to search for
information. These are some examples:
• www.google.com
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• www.ask.com
• www.pregunta.com
• www.findarticles.com
• www.bibliotecavirtualut.suagm.edu
• www.eric.ed.gov/
• www.flelibrary.org/
• www.google.com
• www.ask.com
• www.pregunta.com
• www.findarticles.com
• www.bibliotecavirtualut.suagm.edu
• www.eric.ed.gov/
• www.flelibrary.org/
• http://www.apastyle.org/
14. To buy or rent new or used textbooks or references you can visit:
• http://www.chegg.com/(rent)
• http://www.bookswim.com/ (rent)
• http://www.allbookstores.com/ (buy)
• http://www.alibris.com/(buy)
15. The facilitator may make changes or add additional web resources if deemed necessary.
16. If the facilitator or the student is required or wants to perform a research or needs to
administer a questionnaire or an interview, he/she will need to refer to the norms and
procedures of the Institutional Review Board Office (IRB) and ask for authorization. To
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access the forms from the IRB Office or for additional information, visit the following link:
http://www.suagm.edu/ac_aa_re_ofi_formularios.asp and select the forms needed.
17. Furthermore, in this website the student/facilitator will find instructions for several online
certifications related to IRB processes. These certifications include: IRB Institutional
Review Board, Health Information Portability Accounting Act (HIPAA), y Responsibility
Conduct for Research Act (RCR).
18. If you have any question, please contact the following Institutional Coordinators:
Mrs. Evelyn Rivera Sobrado, Director of IRB Office (PR)
Tel. (787) 751-0178 Ext. 7196
Miss. Carmen Crespo, IRB Institutional Coordinator– UMET
Tel. (787) 766-1717 Ext. 6366
Sra. Josefina Melgar, IRB Institutional Coordinator – Turabo
Tel. (787) 743-7979 Ext.4126
Rebecca Cherry, Ph.D., IRB Institutional Coordinator – UNE
Tel. (787) 257-7373 Ext. 3936
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Workshop One
Specific Objectives
1. Appraise the importance of learning through experience (internship).
2. Describe their career plan in terms of a life’s work and not just an economic means of
survival.
3. Identify the role of the Sales and AdvertisingDepartment in the lodging area in the
hospitality industry.
4. Analyze the use and benefits of the print media in the lodging area within the hospitality
industry.
5. Create a print media ad for a hotel segment in the hospitality industry.
Language Objectives
1. Research the fundamental concepts of advertising and marketing.
2. Express in writing with perfect command of the language the chronicles of experiences.
3. Conduct an interview, with perfect command of the language.
Electronic Links URLs
Advertising Agency & Print Media
http://definitions.uslegal.com/a/advertising-media-print/
http://definitions.uslegal.com/a/advertising-media-print/
http://www.entrepreneur.com/encyclopedia/term/82454.html
http://dictionary.bnet.com/definition/advertising+media.html
http://www.museum.tv/archives/etv/A/htmlA/advertisinga/advertisinga.htm
http://www.adflip.com/
Advertising Age Magazine
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http://adage.com
American Marketing Association
www.ama.org
Marketing Research
http://www.consumerpsychologist.com/#Research
http://www.quickmba.com/marketing/research/
http://managementhelp.org/mrktng/mk_rsrch/mk_rsrch.htm
http://www.mra-net.org/
Virtual Library Universidad del Este (UNE)
http://www.suagm.edu/une/portal_de_biblioteca/
Virtual Library Universidad Metropolitana (UMET)
http://www.suagm.edu/umet/biblioteca/se_biblioteca.asp
Virtual Library Universidad del Turabo (UT)
http://bibliotecavirtualut.suagm.edu/
Assignments before Workshop One
1. Carefully read the e-module and come to class prepared with any questions or doubts that
would need further explanation. Read the recommended URL’s, textbooks and other
reference materials.
2. Pay close attention to the rubrics in the Appendix section. These rubrics will be used to
evaluate your academic performance through the class.
3. Corroborate that you have completed all the necessary internship’s documents.
4. Complete the Chronicles of Experiences (Appendix I), and turn it to the facilitator at the
end of the class.
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5. Interview the manager of the sales, marketing or publicity department of the hotel and
write a job description listing the responsibilities and duties of that position. Write a
short conclusion explaining why a job description is important for any position, and how
this description is developed. Bring your findings to discuss them in class.
6. Analyze the organizational chart of the sales and marketing department of your on site
internship. Explain the implication and importance of an organizational chart to discuss
in class.
7. Select a brochure or flyer from the hotel and re-design it, based on the same objective and
audience of the original advertisement. Explain in detail why you re-designed it that way.
The facilitator will use the rubric an Appendix J to evaluate this exercise.
8. Select a product from the hotel (a room, spa, restaurant, activities, pool, etc.), and design
a print ad full page, full color for a newspaper. The students will include photos, slogan,
titles, colors and a good typography for it. The facilitator will use Appendix J to evaluate
this assignment.
Activities
1. The facilitator and the students will introduce themselves by engaging in an icebreaking
activity. The facilitator will explain the role and importance of the Student
Representative. The students in consensus will select their Student Representative. The
facilitator will hand over the Student Representative’s role and guidelines to the selected
student.
2. The facilitator will assess students’ course expectations, will discuss course’s objectives,
methods of evaluation and willanswer any questions regarding the module. He/She will
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discuss in detail each module component: General objectives, activities, assessment
activities, evaluation criteria, etc. In case of any changes to the module, the Facilitator
will hand out a syllabus with those changes.
3. The Facilitator would confirm that the students have completed all the internship
documents.
4. The students will discuss their findings of the sales, marketing or publicity manager’s
interview they conducted.
5. The facilitator will divide the students in two groups and promote a discussion about the
importance of the advertising agency and its department. Discuss the following question:
Why do you think sales and marketing is important to the lodging within the hospitality
industry, and what is your perception of this industry here in Florida? Bring your
summary to the large group.
6. The students will present their re-designed flyers or brochures from the hotel andwill
explain why their design is better than the original.
7. The students will present their design of the hotel’s product they chose for anewspaper,
and explain the importance of a good ad. The Facilitator will recapitulate on the topic.
8. The Facilitator will explain assignments for the next workshop.
Assessment activities
1. The students will complete and discuss with the rest of the class Appendix K, “Give Me
3-2-1”.
2. The students will complete and, discuss with the rest of the class Appendix L, “VIP
Words”.
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Taller Dos
Objetivos Específicos
1. Analizar la naturaleza del liderazgo basado en comportamientos, roles y habilidades que
se combinan para formar los diferentes estilos de liderazgo.
2. Relacionar el concepto apoderamiento en el trabajo con el concepto de participación y su
funcionamiento.
3. Analizar la relación entre rendimiento y satisfacción.
4. Identificar diferentes estudios o métodos de conocer el grado de satisfacción en los
empleados.
Objetivos del Lenguaje:
1. Investigar sobre los diferentes estilos de liderazgo.
2. Diseñar por escrito un cuestionario sobre la satisfacción del trabajo utilizando excelente
uso del lenguaje.
3. Comentar sobre sus experiencias en el centro de práctica utilizando excelente uso del
lenguaje.
Direcciones Electrónicas
Apoderamiento (“Empowerment”)
http://eumed.net/cursecon/dic/oc/empoderamiento.htm
http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/empowerment.htm
http://www.google.com/search?hl=en&lr=&defl=en&q=define:empowerment&sa=X&oi=glossa
ry_definition&ct=title
Biblioteca Virtual Universidad del Este (UNE)
http://www.suagm.edu/une/portal_de_biblioteca/
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Biblioteca Library Universidad Metropolitana (UMET)
http://www.suagm.edu/umet/biblioteca/se_biblioteca.asp
Biblioteca Library Universidad del Turabo (UT)
http://bibliotecavirtualut.suagm.edu/
Liderazgo
http://www.apuntesgestion.com/2006/05/08/definicion-de-liderazgo/
http://www.mailxmail.com/curso-liderazgo-proposito/definicion-lider
http://definicion.de/liderazgo/
Satisfacción en el trabajo
http://www.eumed.net/libros/2007a/231/36.htm
http://www.gestiopolis.com/organizacion-talento/incidencia-en-la-productividad-por-la-
satisfaccion-de-la-productividad.htm
http://www.eumed.net/libros/2007a/231/34.htm
http://www.slideshare.net/rommyvc/valoresactitudes-y-satisfaccin-laboral-presentation
Cuestionarios satisfacción de empleados en el trabajo
http://www.questionpro.com/akira/showLibrary.do?mode=1&categoryID=2
http://www.od-online.com/org.asp
http://www.performanceprograms.com/Surveys/Employee_Surveys.shtm
http://humanresources.about.com/od/employeesurvey1/
Tareas a realizar antes del taller:
1. Complete la Crónica de Experiencias (Apéndice J) y entregue la misma la finalizar el
taller.
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2. Busque tres definiciones del concepto apoderamiento. Compárelas y desarrolle su propia
definición en relación a la posición de gerente dentro de la industria hotelera. Redacte
una anotación corta donde relacione el concepto apoderamiento del trabajo con el
concepto de participación y su funcionamiento.
3. Busque tres definiciones del concepto liderazgo. Compárelas y desarrolle su propia
definición, la cual no debe tener más de cinco (5) palabras. Redacte un ensayo de dos a
tres páginas donde opine sobre la importancia de ser un líder como característica esencial
de un gerente dentro de la industria de la hospitalidad y cómo aplicar el liderazgo en su
área de trabajo. El Facilitador evaluará esta tarea utilizando el Anejo I.
4. Desarrolle un cuestionario sobre satisfacción en el trabajo de por lo menos quince (15)
preguntas (redáctelo bilingüe para darle la oportunidad a cualquier empleado, ya sea, de
habla hispana o anglosajona, de poder completar el mismo). El mismo debe ser anónimo.
Suministre el mismo a por lo menos cinco (5) empleados en su lugar de práctica (indique
que es una asignación del curso). Evalúe los resultados para discutir los mismos en clase.
Traiga un cuestionario en blanco para discutirlo en clase.
5. Utilizando el material suplementario y las direcciones electrónicas presentadas,
identifique diferentes estudios o métodos de conocer el grado de satisfacción en los
empleados.En una anotación corta, analice la relación entre el rendimiento de un
empleado y la satisfacción en su trabajo.
Actividades
1. Discusión en pleno sobre las Crónicas de Experiencias de los estudiantes.
2. Los estudiantes compartirán sus definiciones sobre el concepto apoderamiento. El
facilitador recapitulará con respecto al tema.
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3. El Facilitador dividirá la clase en grupos de cinco (5) estudiantes. Los estudiantes
compartirán sus definiciones sobre liderazgo y desarrollarán una definición en grupo y
una opinión en consenso sobre la importancia de ser un gerente/líder dentro de la
industria de la hospitalidad y cómo aplicar el liderazgo en su área de trabajo.
4. Los estudiantes compartirán sus cuestionarios sobre satisfacción en el empleo y los
hallazgos de los mismos. Uno o dos estudiantes podrán suministrar su cuestionario al
resto del grupo y recibir retroalimentación del mismo.
5. Discusión en pleno sobre la satisfacción en el empleo y cómo esto afecta el rendimiento
de un empleado dentro de la industria de la hospitalidad.
6. Discusión en pleno sobre los diferentes estudios o métodos de conocer el grado de
satisfacción en los empleados.
7. Los estudiantes compartirán su una anotación corta en relación al rendimiento de un
empleado y la satisfacción en su trabajo.
8. El facilitador discutirá las tareas asignadas para el próximo taller.
Actividades de avalúo
1. Los estudiantes completarán el Diario Reflexivo (Anejo M) para discutir al finalizar la
clase.
2. Los estudiantes completaran la Reacción Escrita Inmediata (Anejo N) para entregar al
facilitador al finalizar la clase.
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Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Workshop Three
Specific Objectives
1. Identify the different social cultures and recognize the value of cultural diversity within
the hotel industry.
2. Differentiate the motivational impulses that can be used in the organization to increase
quality and the productivity within the hotel industry.
3. Analyze the complex relations of the remuneration systems and the organizational
conduct.
Language Objectives
1. Research the fundamental concepts of social cultures and cultural diversity.
2. Express in writing with perfect command of the language the chronicles of experiences.
3. Defend orally with perfect command of the language how to motivate employees and its
relation with the remuneration systems.
Electronic Links (URLs):
Cultural Diversity
http://www.reference.com/browse/cultural+diversityhttp://encyclopedia.laborlawtalk.com/Cultur
al_diversity
http://www.ethnoconnect.com/html/articles_01.html
http://www.diversity-books.com/what-is-cultural-diversity.html
http://www.ethnicmajority.com/corporate_diversity.htm
Definition of culture
http://www.tamu.edu/classes/cosc/choudhury/culture.html
http://www.merriam-webster.com/netdict/culture
ITHM 390 Advance Internship Hotel Management39
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
http://www.umanitoba.ca/faculties/arts/anthropology/courses/122/module1/culture.html
http://www.wsu.edu/gened/learn-modules/top_culture/culture-definition.html
Job motivation
http://www.joe.org/joe/1998june/rb3.php
http://www.accel-team.com/motivation/index.html
http://humanresources.about.com/od/motivationrewardretention/a/motivation_ques.htm
http://managementhelp.org/guiding/motivate/basics.htm
http://www.allbusiness.com/human-resources/employee-development-employee-
productivity/11136-1.html
Virtual Library Universidad del Este (UNE)
http://www.suagm.edu/une/portal_de_biblioteca/
Virtual Library Universidad Metropolitana (UMET)
http://www.suagm.edu/umet/biblioteca/se_biblioteca.asp
Virtual Library Universidad del Turabo (UT)
http://bibliotecavirtualut.suagm.edu/
Assignments before the Workshop:
1. Complete the Chronicles of Experiences (Appendix I), and turn it to the facilitator at the
end of the class.
2. Using the resources recommended or those of your own look for definitions of culture
and cultural diversity. Write a paper no less than three pages answering the following
question: How you, as a manager in the hotel industry, will help your company to deal
with cultural diversity among its employees? What are the essential characteristics a
ITHM 390 Advance Internship Hotel Management40
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
manager should possess in order to be successful in his/her career in the hotel industry
(mention and explain them). The Facilitator will evaluate this paper using Appendix C.
3. Following the employee and manager’s role perception, answer the following statements:
a. What is your perception of your role as an employee in the Internship on site?
b. How is your perception of your supervisor’s role?
c. How is your perception of your supervisor’s perception of your role as an intern?
Bring your answers to discuss them in class.
4. Explain in a five-minute oral presentation how to motivate your employees and analyze
the complex relations of the remuneration systems and the organizational conduct. The
Facilitator will evaluate this presentation with Appendix E.
5. Analyze the following statement: “Paying based on abilities is a waste of company
money, because it is paying employees for their potential performance and not their
actual performance”.
Activities
1. The students will share their findings on their Chronicle of Experiences.
2. In a study group, the students will share their investigation on cultural and will reach in
consensus what are the most important characteristics a manager should have to manage
cultural diversity within his/her employees. Each group will explain them to the rest of
the class. The Facilitator will recapitulate on the topic.
3. The students will share their analysis of the following statement: “Paying based on ability
is a waste of company money because it pays employees for their potential performance
and not their actual performance”. The Facilitator will recapitulate on the topic.
ITHM 390 Advance Internship Hotel Management41
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
4. The students will present their oral presentation on job motivation and the complex
relations of the remuneration systems and the organizational conduct. The Facilitator
will evaluate this presentation with Appendix E.
5. The Facilitator will explain the assignments for the next workshop.
Assessment activities:
1. The students will complete the No-Test-Test (Appendix O) to discuss and turn it inat the
end of the class.
2. The students will complete the One Minute Paper (Appendix P) to turn in at the end of
the class.
ITHM 390 Advance Internship Hotel Management42
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Taller Cuatro
Objetivos Específicos
1. Describir las ventajas y desventajas del reclutamiento interno y externo.
2. Distinguir entre entrevistas con preguntas abiertas y entrevistas con preguntas cerradas.
3. Identificar los pasos efectivos en la contratación y orientación de personal.
4. Establecer los pasos en el proceso de análisis del empleo y describir cómo este análisis
ayuda a un gerente a prepararse para adiestrar a su personal.
Objetivos del Lenguaje:
1. Investigar sobre los pasos efectivos en la contratación y orientación de personal.
2. Diseñar por escrito, con un excelente uso del idioma, formularios entrevistas con
preguntas abiertas y entrevistas con preguntas cerradas.
3. Comentar sobre sus experiencias en el centro de práctica utilizando excelente uso del
lenguaje.
Enlaces Electrónicos:
Biblioteca Virtual Universidad del Este (UNE)
http://www.suagm.edu/une/portal_de_biblioteca/
Biblioteca Library Universidad Metropolitana (UMET)
http://www.suagm.edu/umet/biblioteca/se_biblioteca.asp
Biblioteca Library Universidad del Turabo (UT)
http://bibliotecavirtualut.suagm.edu/
Entrevistas de trabajo
http://www.donempleo.com/entrevista-trabajo.asp
http://contenido.monster.es/estrategias/entrevistas/entrev_perf/
ITHM 390 Advance Internship Hotel Management43
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
http://www.forocomercial.com/empleo/empleos1.html
http://www.entrevistadetrabajo.com/Seccion1.asp?id=32
Reclutamiento y Selección de personal
http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/recluch.htm
http://www.gestiopolis.com/canales5/ger/eproselec.htm
Tareas a realizar antes del Taller:
1. Complete la Crónica de Experiencias (Apéndice I) y entregue la misma la finalizar el
taller.
2. Utilizando los recursos recomendados o los suyos propios, lea e investigue sobre las
ventajas y desventajas del reclutamiento interno y externo utilizando. Haga una tabla
comparativa de por lo menos diez criterios con respecto al tema, para discutir en clase.
Analice, en calidad de gerente, dichas ventajas y desventajas.
3. Desarrolle un sistema de entrevista para la posición de gerente de un hotel (incluya
preguntas, cuantas personas entrevistan al candidato y sus posiciones, otras actividades
como análisis de casos, dramatizaciones, etc.). Redáctelo de forma bilingüe para darle la
oportunidad a cualquier empleado, ya sea, de habla hispana o anglosajona, de poder
completar el mismo. Explique por qué escogió este sistema para discutir en clase.
4. Visite los siguientes enlaces electrónicos y traiga sus criticas constructivas para discutir
en clase:
a. http://www.youtube.com/watch?v=9nNr8K-DHeQ
b. http://www.youtube.com/watch?v=uZLQCw1eFFc&feature=related
c. http://www.youtube.com/watch?v=CFle0HqdzDA&feature=related
d. http://www.youtube.com/watch?v=oMbTH9FJUks&feature=related
ITHM 390 Advance Internship Hotel Management44
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
5. Escriba un ensayo de dos a tres páginas donde explique cómo puede, en calidad de
gerente del lugar, establecer los pasos en el proceso de análisis del empleo y describir
cómo este análisis ayuda a un gerente a prepararse para adiestrar a su personal. El
Facilitador evaluará este ensayo utilizando el Anejo D.
Actividades
1. Discusión en pleno sobre las Crónicas de Experiencias de los estudiantes.
2. Los estudiantes compartirán sus hallazgos en relación a las ventajas y desventajas del
reclutamiento interno y externo. El Facilitador recapitulará al respecto.
3. Discusión en pleno sobre los videos relacionados a como conducir una entrevista de
empleo.
4. El Facilitador dividirá la clase en grupos de cinco estudiantes. Cada grupo compartirá
sus sistemas de entrevistas, y en consenso, escogerán uno. Llevarán a cabo una
dramatización de dicha entrevista para el resto del grupo y explicarán por qué escogieron
ese sistema.
5. Los estudiantes presentarán su ensayo respecto a los pasos en el proceso de análisis del
empleo y su descripción de cómo este análisis ayuda a un gerente a prepararse para
adiestrar a su personal.a las cuatro necesidades básicas de un huésped/cliente. El resto
del grupo podrá criticar constructivamente los mismos.
6. El facilitador discutirá las tareas asignadas para el próximo taller.
Actividades de avalúo
1. Los estudiantes completarán el Diario Reflexivo (Anejo M) para discutir al finalizar la
clase.
ITHM 390 Advance Internship Hotel Management45
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
2. Los estudiantes completaran la Reacción Escrita Inmediata (Anejo N) para entregar al
facilitador al finalizar la clase.
ITHM 390 Advance Internship Hotel Management46
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Workshop Five/Taller Cinco
NOTA: Este taller es bilingüe. Tanto, el
Facilitador como los estudiantes, deberán
utilizar el idioma asignado para cada tarea
y actividad.
NOTE: This is a bilingual workshop.
Both the facilitator and student should use
the language assigned for each homework
and activity.
Specific Objectives
1. Describe the basic functions and procedures of the Front Office of a hotel.
2. Identify the normal work shifts in hotels.
3. Analyze the responsibilities of the Front Desk Manager.
4. Explain the stages of the Guest Cycle.
5. Recognize and understand the basic concepts, systems and procedures used within hotels
such as check-in, checkout, night audit, and reservations.
Language Objectives
1. Investigate the basic functions and procedures of the Front Office of a hotel.
2. Express in writing with perfect command of the language the chronicles of experiences.
3. Conduct an interview, with perfect command of the language.
Electronic LinksURLs
American Hotel and Lodging Association
www.ahla.com
Hospitality News
www.hotel-online.com
ITHM 390 Advance Internship Hotel Management47
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Hotel resources and information
www.hotelresource.com
Hotel management systems
www.micros.com/products/hotels/hotel_management
Virtual Library Universidad del Este (UNE)
http://www.suagm.edu/une/portal_de_biblioteca/
Virtual Library Universidad Metropolitana (UMET)
http://www.suagm.edu/umet/biblioteca/se_biblioteca.asp
Virtual Library Universidad del Turabo (UT)
http://bibliotecavirtualut.suagm.edu/
Assignments before the workshop:
1. Describe in Spanish the basic functions and procedures of the Front Office of your
internship site.
2. Write a two pages paper, in Spanish, analyzing the responsibilities of the Front Desk
Manager in your internship site.
3. Explain in detail the Guest cycle in your internship site. Bring documents or any other
information the Front office uses for this purpose to discuss in class in English.
4. In a short conclusion in English, identify the tools managers use to track and control
reservations availability.
Activities
1. The students will share their findingsof the basic functions and procedures of the Front
Office of their internship site. This activity will be conducted in Spanish.
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2. In groups of five (5), students will compare the responsibilities of the Front Desk
Manager in their internship site, and bring a summary to the large group in Spanish.
3. The students will share their findings on the Guest Cycle in their internship site in
English.
4. The Facilitator will divide the class in groups of five (5) students. Each student will
describe the different types of reservations that their internship site has and compare
them. In Spanish, each group will explain the information sought during a reservation
inquiry and contained in a reservation record.
5. The students will complete the Final Course Assessment.
Assessment
1. The students will complete the Recap activity: “The Five Minute Essay” (Appendix P) in
English.
ITHM 390 Advance Internship Hotel Management49
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Anejos/Appendices
ITHM 390 Advance Internship Hotel Management50
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Anejo A/Appendix A
MATRIZ PARA EVALUACIÓN DE ASISTENCIA Y PUNTUALIDAD
NOMBRE: ________________________NOTA FINAL _____________
FECHA: __________________________
La asistencia a cada taller es mandatoria y la puntualidad representa ética profesional. El
facilitador llevará un registro de las mismas para cada taller y, al finalizar el curso, utilizará este
anejo para evaluar a cada estudiante.
Asistencia y puntualidad: ______ x 2= _____%
_____ 0= Faltó a 4 o más talleres o faltó a 3 talleres y llegó tarde a 2 talleres
_____ 1= Faltó a 3 talleres o faltó a 2 talleres pero llegó tarde a tres talleres
_____ 2= Faltó a 2 talleres o faltó a 1 taller pero llego tarde a tres o más talleres
_____ 3= Faltó a 1 taller o no faltó pero llegó tarde a tres talleres
_____ 4= No faltó a los talleres pero llegó tarde a uno o dos talleres
_____ 5= Asistencia perfecta
Comentarios:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_____________________________________________________________________________.
ITHM 390 Advance Internship Hotel Management51
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Appendix A
RUBRIC TO EVALUATE ATTENDANCE AND PUNCTUALITY
NAME: _______________________________ FINAL GRADE ____________
DATE: _______________________________
Attendance is mandatory, and being punctual reflects a professional ethic. The facilitator will
register the student’s performance for both in every workshop. At the end of the course, the
Facilitator will evaluate each student with this rubric.
Attendance and Punctuality: ______ x 2= _____%
_____ 0= Absent in 4 or more workshops or absent in 3 workshops and was late in2 workshops.
_____ 1= Absent in 3 workshops or absent in 2 workshops and was late in 3 or more workshops.
_____ 2= Absent in 2 workshops or absent in 1 workshops and was late in 3 or more workshops.
_____ 3= Absent in 1 workshop or attended all workshops but was late in 3workshops.
_____ 4= Attended all workshops but was late in 1 or 2 workshops.
_____ 5= Perfect attendance.
Comments:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
____________________________________________________________________________.
ITHM 390 Advance Internship Hotel Management52
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Anejo B/Appendix B
MATRIZ PARA EVALUACIÓN DE PARTICIPACIÓN EN CLASE
NOMBRE: _________________________ NOTA FINAL: __________
DATE: ____________________________
Participación en clase: ______ x 2= _____%
0-No Cumplió 1-Deficiente 2-Regular 3-Bueno 4-Muy Bueno 5-Excelente N/A-No Aplica
CRITERIOS 0 1 2 3 4 5 N/A
1. Participa activamente de todas las actividades de la clase.
2. Demuestra iniciativa y creatividad en las actividades de clase.
3. Demuestra interés en las discusiones presentadas en la clase.
4. Viene preparado/a a clase. 5. Contribuye a la clase con material e
información adicional.
6. Demuestra atención y apertura a los puntos y argumentos de sus compañeros.
7. Respeta las preguntas y planteamientos de sus compañeros.
LENGUAJE 8. Contribuye frecuentemente a las
discusiones en clase utilizando el idioma del taller.
9. Contesta preguntas del facilitador y sus compañeros utilizando el idioma del taller.
10. Formula preguntas pertinentes al tema de la clase utilizando el idioma del taller.
Comentarios:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
.
ITHM 390 Advance Internship Hotel Management53
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Appendix B
RUBRIC TO EVALUATE CLASS PARTICIPATION
NAME: _______________________________ FINAL GRADE ____________
DATE: _______________________________
Class Participation: ______ x 2 =_____%
0-NOT OBSERVED 1-DEFICIENT 2-AVERAGE 3-GOOD 4-VERY GOOD 5-EXCELLENT N/A- NOT APPLY
CRITERIA 0 1 2 3 4 5 N/A
1. Active participation in class.
2. Demonstrates initiative and creativity in class activities.
3. Demonstrates interest in class discussion.
4. Arrives prepared to class.
5. Contributes to class with additional material and information.
6. Demonstrates attention and opening towards arguments from classmates.
7. Respects questions and expositions from classmates.
LANGUAGE
8. Contributes frequently to class discussion in the workshop’s language.
9. Answers questions made by the facilitators and classmates in the workshop’s language.
10. Formulates questions pertinent to the class subject in the workshop’s language.
Comments:
______________________________________________________________________________
______________________________________________________________________________
_____________________________________________________________________________.
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA
Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Anejo C/Appendix C
MATRIZ PARA EVALUAR TRABAJOS ESCRITOS NOMBRE: ___________________________NOTA FINAL ___________________ TÍTULO:____________________________ FECHA:________________________ 0-No Cumplió 1-Deficiente 2-Regular 3-Bueno 4-Muy Bueno 5-Excelente N/A-No Aplica
CRITERIOS 0 1 2 3 4 5 N/A 1. Identifica el propósito, los objetivos e ideas
principales que se incluyen en el escrito.
2. La presentación de las ideas es organizada y coherente y puede seguirse con facilidad.
3. El autor demuestra dominio del tema o materia de la presentación al explicar con propiedad el contenido y no incurrir en errores.
4. Las ideas y argumentos de la presentación están bien fundamentadas en los recursos presentados, consultados o discutidos en clase.
5. El resumen de los puntos principales y/o la presentación de las conclusiones es claro y apropiado.
6. Se cumplieron los objetivos o propósitos anunciados en la introducción.
7. El punto de vista del autor se presenta de manera clara, contundente y bien fundamentada.
LENGUAJE 8. Se utiliza un lenguaje apropiado con corrección
sintáctica y gramatical.
9. Utiliza vocabulario preciso, correcto y apropiado.
10. Contiene oraciones y párrafos bien construidos que facilitan la lectura y comprensión del escrito.
Comentarios: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
ITHM 390 Advance Internship in Hotel Management55
Prep. 08-09-03. Prof. Manuel A. Rivera Ramírez Rev. 02-04-06 Prof. Abigail Ríos-Lugo, MPA Rev. 06-30-10 Prof. Abigail Ríos-Parnell, MPA
Appendix C
RUBRIC TO EVALUATE WRITTEN PAPERS NAME: _______________________ FINAL GRADE: ________________ TITLE: _______________________ DATE: _________________________ 0-NOT OBSERVED1-DEFICIENT2-AVERAGE3-GOOD4-VERY GOOD 5-EXCELLENTN/A-NOT APPLY
CRITERIA 0 1 2 3 4 5 N/A 1. Identifies purpose, objectives and principal
ideas included in the paper.
2. Presentation of ideas is organized, coherent and can be easily followed.
3. The author demonstrates mastery of the presentation theme or matter, as it properly explains content and does not incur in mistakes.
4. The presentation ideas and arguments are based in sources presented, consulted or discussed in class.
5. The summary of principal points and/or the presentation of conclusions are clear and appropriate.
6. The author presents his point of view in a clear, convincing and well-based manner.
7. The paper demonstrates substance, logic and originality.
LANGUAGE 8. Utilizes appropriate language with
grammatical and syntactical correction.
9. Utilizes precise, correct and appropriate vocabulary.
10. Contains well-constructed sentences and paragraphs that facilitate lecture and comprehension.
Comments: _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
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Anejo D/Appendix D
MATRIZ PARA EVALUAR UN ENSAYO
NOMBRE: ____________________________ NOTA FINAL _____ X 2= ______%
FECHA: _______________________________
5-Excelente 4-Bueno 3-Regular 2-Pobre 1-Deficiente 0-No cumplió el criterio
Criterios de contenido 5 4 3 2 1 0
1. Realiza una introducción efectiva al tema y redacta una oración declaratoria.
2. Desarrolla el tema en forma organizada y coherente.
3. Mantiene la cronología de los eventos.
4. Argumentos válidos y aportan al análisis del tema.
5. Define los conceptos básicos del tema.
6. Realiza una conclusión efectiva al resumir ideas principales.
7. Sustenta el desarrollo del tema con referencias estilo APA.
Criterios de lenguaje
8. Excelente gramática y sintáxis.
9. La selección del vocabulario es apropiada para el tema.
10. Excelente ortografía, acentuación y puntuación.
Total 50 points
Comentarios:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Appendix D
RUBRIC TO EVALUATE AN ESSAY
NAME: ____________________________ FINAL GRADE _____ X 2= ______%
DATE: _______________________________
5-Excellent 4-Good 3-Regular 2-Poor 1-Defficient 0-Do not complete criteria
Content Criteria 5 4 3 2 1 0
1. Performs an effective introduction of the theme, and write the thesis statement.
2. Develops the theme in an organized and coherent manner.
3. Maintain a chronology of the events.
4. Valid arguments to the analysis of the theme.
5. Define the basic concepts of the theme.
6. Performs an effective conclusion resuming the main ideas.
7. Sustain the development of the theme with APA references.
Language Criteria
8. Excellent grammar and syntax.
9. Vocabulary selection is appropriate to the theme.
10. Excellent style, punctuation, spelling.
Total 50 points
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Anejo E/Appendix E
MATRIZ PARA EVALUACIÓN DE PRESENTACIONES ORALES
NOMBRE: ___________________________ NOTA FINAL: ____________ FECHA: ______________________ TITULO: __________________________ 0-No Cumplió 1-Deficiente 2-Regular 3-Bueno 4-Muy Bueno 5-Excelente N/A-No Aplica
CRITERIOS 0 1 2 3 4 5 N/A 1. Realiza una introducción efectiva del tema. 2. Identifica el propósito, los objetivos e ideas
Principales que se incluyen en la presentación.
3. Las ideas y argumentos de la presentación están bien fundamentados en los recursos presentados, consultados o discutidos en clase.
4. Capta la atención e interés de la audiencia y/o promueve su participación, según aplique.
5. El resumen de los puntos principales y/o la presentación de las conclusiones es claro y apropiado.
6. Se cumplen los objetivos o propósitos anunciados en la introducción.
7. Uso efectivo de la tecnología, ayudas visuales, drama o ejercicios de acuerdo al ejercicio y el tema presentado, según aplique
LENGUAJE 8. Se utiliza un lenguaje apropiado con corrección
sintáctica y gramatical.
9. La presentación es organizada y coherente y Puede seguirse con facilidad.
10. El presentador demuestra dominio del tema o materia de la presentación al explicar con propiedad el contenido y no incurrir en errores.
Comentarios:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_____________________________________________________________________________.
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Appendix E
RUBRIC TO EVALUATE ORAL PRESENTATIONS NAME:__________________________ FINAL GRADE: ___________________ DATE:____________________________ TITLE: ________________________ 0-NOT OBSERVED1-DEFICIENT2-AVERAGE3-GOOD4-VERY GOOD 5-EXCELLENTN/A-NOT APPLY
CRITERIA 0 1 2 3 4 5 N/A 1. Performs an effective introduction of the
theme to be discussed.
2. Identifies purpose, objectives and principal ideas included in the presentation.
3. The presentation ideas and arguments are based in sources presented, consulted or discussed in class.
4. Captures audience attention and interest and/or promotes participation, depending on which applies.
5. The summary of principal points and/or the presentation of conclusions are clear and appropriate.
6. Fulfilled the objectives or purpose set in the introduction.
7. Effective use of technology, visual aids, drama or exercises depending on the theme or exercise presented.
LANGUAGE 8. Utilized appropriate language with
syntactical and grammatical correction.
9. Presentation is organized, coherent and can be easily followed.
10. The presenter demonstrated mastery of the theme or matter of the presentation by properly explaining content and not making mistakes.
Comments: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
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Anejo F/Appendix F DOCUMENTO PARA LA EVALUACIÓN DEL PORTAFOLIO
NOMBRE________________________ FECHA _____________________
Criterio a evaluarse Puntuación asignada
Puntuación obtenida
Contenido 1. Puntualidad: Entrega en la fecha asignada 5 %
2. Organización de los temas trabajados: Secuencia y ordenamiento.
5 %
3. Dominio de los conceptos: Sustenta lo planteado con referencias correctamente citadas en el texto.
15 %
4. Profundidad de las ideas: Establece los planteamientos con el alcance adecuado.
15 %
5. Originalidad: Trata el tema de manera única, diferenciándose de sus compañeros.
10 %
6. Amplía los conceptos con ideas nuevas: Actualiza con referencias recientes.
10 %
7. Citas y Referencias: escribe citaciones y referencias correctamente utilizando el estilo APA.
10%
Lenguaje 8. Presentación: Usa estilo de redacción recomendado,
escritura, acentuación. 10 %
9. Corrige errores: Vigila la redacción, evita los errores tipográficos mediante uso del corrector computadorizado.
10 %
10. Metas y objetivos: Demuestra pensamiento reflexivo de sus logros y aprendizaje utilizando correctamente ambos idiomas.
10%
TOTAL 100 % Comentarios:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_____________________________________________________________________________.
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Appendix F
DOCUMENT FOR PORTFOLIO EVALUATION
NAME________________________ DATE _______________________
Criteria to be evaluated Punctuation Assigned
Punctuation Obtained
Content
1. Timeliness: Handed in at the assigned date and time 5 %
2. Organization of the presented works: Ordering and sequencing
5 %
3. Concept mastery: Applies the concepts learned during the course, using references correctly quoted in the written text
15 %
4. Depth of ideas: Establishes arguments and statesmen’s within the expected spectrum of ideas for a college student
15 %
5. Originality: Works the portfolio in a unique manner, differentiating this work from that of the rest of the group
10 %
6. Broadens concepts: Presented with new ideas, updating them with new references
10 %
7. Citation and References through the content and references using APA style
10 %
Language 8. Presentation: uses proper writing style and grammar 10 % 9. Corrects mistakes: Correct writing strategies, avoiding
typographical errors by using the computer spell-check. 10 %
10. Goals and Objectives: Demonstrate thoughtful reflection on one's own achievements and learning in both languages.
TOTAL 100 % Comments:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
_____________________________________________________________________________.
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Anejo G/Appendix G
Progression Follow-Up Template
Strengths/Fortalezas Weaknesses/Debilidades Improvement Ideas/Ideas mejoradas
Facilitator’s Comments/Comentarios Del Facilitador
Student’s response and Comments/Respuestas y comentarios del estudiante
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Anejo H/Appendix H
Portfolio Cover Page
Academic Portfolio as an Organized Record of the Academic Experiences, Assignments, and
Achievements during the Advance Internship in Hotel Management ITHM 390 course
Yourname
Ana G. Méndez UniversitySystem, Metro Orlando Campus
.
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Anejo I/Appendix I
Crónica de experiencias
Redacte semanalmente una Crónica de experienciasen donde usted:
1. Resuma sus experiencias en el centro de práctica,
2. Explique en detalle sus deberes y responsabilidades,
3. De ejemplos de cómo aplicó las teorías aprendidas en el salón de clases en relación a
experiencias o situaciones en el centro de práctica,
4. Conteste las siguientes preguntas:
a. ¿Tuvo la oportunidad de resolver problemas o situaciones en el centro de
práctica?
b. Sino tuvo dicha oportunidad, ¿cómo usted hubiese resuelto dicha situación o
problema?
c. Evalúe su experiencia de práctica durante la semana.
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Appendix I
Chronicle of Experiences
Write a weekly Chronicle of Experiences and answer the following questions:
1. Summarize your internship’s work experiences,
2. Explain in details your duties and responsibilities,
3. Give examples of how you apply what you learned in the classroom over your
internship’s on site experiences or situations,
4. Answer the following questions:
a. Did you have the opportunity to solve problems?
b. If not, how would you handle the given situation?
c. How you evaluate your internship experience this week?
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Anejo J/Appendix J
MATRIZ PARA EVALUAR ANUNCIOS Y DIBUJOS NOMBRE: ___________________________ NOTA FINAL: ____________ FECHA: ______________________ TITULO:___________________ 0-No Cumplió 1-Deficiente 2-Regular 3-Bueno 4-Muy Bueno 5-Excelente N/A-No Aplica CRITERIOS 0 1 2 3 4 5 N/A 1. Utiliza colores apropiados. 2. Identifica una tipografía apropiada. 3. La redacción del texto va a tono con el concepto
del anuncio.
4. Las fotos o los símbolos se destacan en el comercial de forma efectiva.
5. Las ideas y argumentos del anuncio están bien fundamentados en el concepto creado.
6. Se utiliza un lenguaje apropiado. 7. La música y los efectos especiales se destacan
en el anuncio de forma positiva.
8. El talento o el portavoz seleccionado le brinda identidad propia al anuncio.
9. El estudiante cumplió con la pre-producción de un anuncio a través del desarrollo de un guión, libreto o “storyboard”.
10. El anuncio demuestra creatividad. 11. El estudiante creó un “slogan” con un tono
adecuado al tema de campaña.
12. El anuncio proyecta efectividad. 13. El anuncio capta la atención e interés de la
audiencia.
14. Uso efectivo de la tecnología, ayudas visuales, drama o ejercicios de acuerdo al ejercicio y el tema presentado, según aplique
15. El concepto es diferente, nuevo y rompe con los estereotipos tradicionales.
Comentarios: _________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________
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Appendix J
RUBRIC TO EVALUATE COMMERCIAL AD’s & DRAWINGS NAME: _________________________ FINAL GRADE: ___________________ DATE:____________________________ TITLE: _____________________ 0-NOT OBSERVED1-DEFICIENT2-AVERAGE3-GOOD4-VERY GOOD 5-EXCELLENTN/A-NOT APPLY
CRITERIA 0 1 2 3 4 5 N/A 1. The ad colors are adequate to the concept. 2. The typography used in the ad is adequate to
the concept..
3. The ad text is the adequate for the concept. 4. The ad photos and symbols are effective in
the ad.
5. The ad ideas and arguments are based in sources presented.
6. Utilized appropriate language with syntactical and grammatical correction.
7. The music and special effects are effective. 8. The talent or “spokesperson” gives a unique
personality to the commercial.
9. The student did a pre-production, including scripts and storyboards.
10. The commercial demonstrates creativity. 11. The slogan is adequate with the tone of the
ad.
12. The ad is definitely adequate and effective for its target.
13. Captures audience attention and interest and/or promotes participation, depending on which applies.
14. Effective use of technology, visual aids, drama or exercises depending on the theme or exercise presented.
15. The commercial is a different and a new idea. It is not a traditional concept.
Comments: _____________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________
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Anejo K/Appendix K
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Anejo L/Appendix L
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Anejo M/Appendix M
DIARIO REFLEXIVO Nombre ____________________________
Fecha ____________________________
El propósito de este diario es el de reflexionar y escribir sobre los conceptos, los sentimientos
y las actitudes que se desatan a partir de la discusión y los trabajos de cada taller. Este proceso le
ayudará en su autoanálisis, así como propiciará la auto evaluación.
Utilizando las siguientes preguntas guías, reflexione sobre lo presentado en el taller y conteste
las mismas en forma de ensayo con excelente gramática, ortografía y puntuación:
1. Hoy aprendí
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
_______________________________________________________________________.
2. Este tema presentado en clase me ayuda
a_______________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
.
3. Puedo aplicar lo discutido en la clase a mi vida y experiencias personales…
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
_______________________________________________________________________.
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Anejo N/Appendix N
REACCIÓN ESCRITA INMEDIATA
Nombre: ___________________________
Fecha : ___________________________
Después de cada taller, deberá contestar las siguientes preguntas y devolver este documento
al/a la facilitador/a. Estas contestaciones le proveerán al facilitador/a información valiosa acerca
de sus dudas respecto a los temas o asuntos discutidos en el taller de hoy.
1. El tema más importante del taller de hoy fue…
2. Después de discutir el tema, aún me quedan algunas dudas, que son…
3. Me agradaría que se retomara la discusión de los siguientes aspectos relacionados al
tema, ya que éstos son de importancia para mí.
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Anejo O/Appendix O
The No-Test Test
Objective:
To enable students to summarize the content covered in class.
Procedure:
Students will be divided in groups and their task is to identify 3 or 4 of themost important points
covered in class and brainstorm a way to help them remember them.
Class Review
The No-Test Test
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Anejo P/Appendix P
ONE MINUTE- PAPER
Name ________________________
Date _________________________
After each workshop, you must answer the following questions and return the document to
the facilitator. These answers will provide the facilitator with valuable information regarding
your doubts regarding the topics or concepts discussed in class today.
1. The most important topic or theme of today’s workshop was…
2. After discussing the topic, some questions are still unanswered. These are…
3. I would like this discussion to go further into these other/s topic/s that are very important
for me.
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Anejo Q/Appendix Q
Recap Activity
The 5-Minute Essay
Objective:
To emphasize the concepts discussed during the entire workshop series and review the learning.
An assessment tool for the facilitator and the student to evaluate the fulfillment of objectives.
Procedure:
The students will answer in a handwritten essay format the following questions posed by the
facilitator:
1. What are the important points that you learned during the course?
2. What points are you unclear about or do you still have concerns about?
The essay will be read to the rest of the class and the students will be able to review the material
in a group manner.
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Sistema Universitario Ana G. Méndez
School for Professional Studies
Florida Campuses
Universidad del Este, Universidad Metropolitana, Universidad del Turabo
ITHM 390
ADVANCE INTERNSHIP HOTEL MANAGEMENT STUDENT GUIDE
GUIA DEL ESTUDIANTE PRÁCTICA ADVANZADA GERENCIA HOT ELERA
© Sistema Universitario Ana G. Méndez, 2010
Derechos Reservados.
© Ana G. Méndez UniversitySystem, 2010. All rights reserved.
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TABLE OF CONTENTS
Pages
Introduction .........................................................................................................................3
Objectives and Goals ...........................................................................................................3
Desired Knowledge Gained Through the Internship Experience ........................................4
Duties and Responsibilities of the Intern .............................................................................5
Selecting the Internship Site ................................................................................................6
Duties and Responsibilities of the Internship Coordinator ..................................................6
Duties and Responsibilities of the Internship Facilitator .....................................................7
Duties and Responsibilities of the On-Site Supervisor ........................................................7
Internship Policies and Procedures ......................................................................................8
Attendance ...........................................................................................................................8
Evaluation of the Internship Experience ..............................................................................9
Intervention guide for problem solving .............................................................................10
Repeating the internship ....................................................................................................10
Appendix A ........................................................................................................................11
Appendix B ........................................................................................................................13
Appendix C ........................................................................................................................15
Appendix D ........................................................................................................................18
Appendix E ........................................................................................................................20
Appendix F.........................................................................................................................23
Appendix G ........................................................................................................................24
Appendix H ........................................................................................................................25
Appendix I .........................................................................................................................27
Appendix J .........................................................................................................................29
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Introduction
The course, ITHM 390 is the Advanced Internship required for all students pursuing a BS in
International Tourism and Hospitality Management with a major in Hotel Management from
Universidad del Este of Ana G. Méndez University System, Metro Orlando Campus. The
internship helps fulfill the student's academic performance for the tourism and hospitality
profession. It also provides a combination of work experience and an opportunity for application
of classroom theories. The students are required to go into a tourism or hospitality management-
related environment to gain experience and exposure to techniques, methodologies, and
procedures; all under the close supervision and guidance of a capable practitioner.
The internship may be taken after a student has successfully completed 112 credits within the
program including all core courses. The average participation for the Internship is one part of
term (5 weeks). The intern should expect to work at the internship site an average of, at least,
eighteen (18) hours per week, and meet with the Internship Facilitator weekly for two (2) hours
in the classroom. Three credit hours shall be awarded for 100 hours of participation for this
course; this includes 90 hours internship on site, and 10 hours class work.
Objectives and Goals
At the end of the Internship, the students will:
1. Implement personal skills and competencies.
2. Achieve practical experience under professional supervision.
3. Develop the ability to work with people, both individually and as part of a group.
4. Compare theories and concepts learned in the classroom and related real life experiences.
5. Acquire and apply problem-solving techniques.
6. Experiment with personal skills and competencies, and execute classroom experiences
and theories.
7. Become skilled with the routine procedures and responsibilities of the tourism or
hospitality site.
8. Experience opportunities to learn, observe, and practice a variety of administrative
activities.
9. Evaluate one’s self in relation to the field, and in relation to his or her professional
preparation.
10. Establish realistic goals for professional growth and development.
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11. Establish career goals and objectives upon conclusion of the internship experience.
Desired Knowledge Gained Through the Internship Experience
Each intern will complete 30 hours in three (3) different areas of the site for a minimum of 90
hours. The student’s experience should be segmented into the following broad categories:
1. Manager of Lodging Operations (30 hours)
2. Manager Food & Beverage Operations (30 hours)
3. General Management (30 hours)
a. Sales and Marketing
b. Accounting
c. Human Resources
Duties and Responsibilities of the Intern
1. The student must be registered for the Advance Internship (ITHM 290) before reporting
to the site to begin work. Internship may be taken following the enrollment of the
student's successful completion of 90 credits or more within the program including all
core courses.
2. The student must have a minimum 2.50 grade-point average to enroll in the internship.
3. The Application for Internship Form (Appendix A), and the Intern’s Statement of
Responsibility Form (Appendix B) must be submitted to the Internship Coordinator of
the International School of Tourism and Hospitality Management no later than two weeks
of the part of term preceding the planned internship. The student would give
authorization to the Internship Facilitator to request a transcript in order to process an
academic evaluation to validate the internship application.
4. The student should make the initial contact with a potential internship site, regarding their
placement. The on-site Supervisor must complete the Internship Site Description Form
(Appendix C), and the Contract Agreement Form (Appendix D).
5. Care should be taken when selecting an internship site that will provide a quality
experience and quality mentoring. (Refer to Selecting the Internship Site for
requirements).
6. Students must arrange to have the on-site Supervisor completes the Site Supervisor’s
Evaluation of Intern Form (the first one at the end of the first 45 hours of the internship;
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the second one at the end of the internship) and mail it directly to the Internship
Coordinator. (Appendix E).
7. The student will turn in the Intern’s Presentation Letter to the on-site Supervisor
(Appendix F).
8. The student will complete a weekly time sheet, signed by the on-site Supervisor, and turn
it in to the Internship Facilitator at the end of each workshop (Appendix G).
9. The student will pay all related financial obligations required for the internship. The
student may accept financial stipends, salaries, housing, other compensation, and outside
employment provided by the internship site as long as such employment does not
interfere with the internship experience.
10. The intern should submit the Intern’s Evaluation of Site Form (Appendix H). This form
will be turned in to the Internship Facilitator at the end of workshop number five.
Selecting the Internship Site
1. The internship site should provide quality work experience and quality mentoring.
2. The student may request to complete the internship requirements at any tourism or
hospitality-related corporation or site of choice.
3. Only under special conditions, to be determined by the Internship Coordinator, will an
Internship be permitted as part of an intern's regular full-time job.
4. The student is responsible for negotiating the work schedule and duties with the
internship on-site Supervisor, once the tourism or hospitality management site is selected.
5. The Internship Coordinator will approve the internship site according to the
specifications above.
Duties and Responsibilities of the Internship Coordinator
1. Evaluate student’s application to determine eligibility.
2. Explain in detail the internship policies and procedures, and intern duties and
responsibilities.
3. Maintain updated record of the internship’s site information such as: contact, address,
phone and fax numbers, e-mail, etc.
4. Maintain a copy of the completed evaluations of the Intern’s Evaluation of Site Form
(Appendix H).This forms will be retained for future reference and recommendation.
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5. Collaborate with the Internship Facilitator and the students with academic or
extracurricular activities.
6. Provide evaluation forms.
Duties and Responsibilities of the Internship Facilitator
1. Meet weekly for two hours with the interns on the day specified in the registrar’s
documents. Discuss internship development, course work, and assignments prior to the
workshops.
2. Visit the intern at least twice during the internship period if condition permits.
Monitoring will be conducted by telephone and/or e-mail, when visitation is not possible.
3. Evaluate the intern’s attendance at the internship’ site; as well as class participation,
homework, responsibility, etc. The Internship Facilitator will be using the internship On-
site Supervisor’s evaluations of the interns for this purpose.
4. Receive completed and signed Intern’s Evaluation of Site Form (Appendix H) from the
students. This form will be retained for future reference and recommendation. Relay
these documents to the Internship Coordinator.
5. Complete and submit the grade roster to the Registrar’s Office, according to policy.
6. Be responsible for all final grading decisions.
Duties and Responsibilities of the Internship on-site Supervisor
1. An internship on-site Supervisor should consider the intern as a learning partner while
engaged in professional training.
2. The internship on-site Supervisor should make a commitment to provide the intern with a
comprehensive learning experience.
3. The qualifications and experience of the internship on-site Supervisor is very important.
The Supervisor must have the proper practical experiences and education to qualify as a
tourism or hospitality professional.
4. An internship on-site Supervisor must understand the goals of the International Tourism
and Hospitality Management Internship Program of Universidad del Este, Ana G.
Méndez University System, Metro Orlando Campus.
5. The internship on-site Supervisor is to discuss the evaluative assessment with the intern
before mailing, or e-mailing the evaluation form back to the Internship Facilitator, and
the Internship Coordinator.
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6. The on-site Supervisor should complete two evaluations of the intern, by the end of the
internship. The first evaluation is at the end on the third week, and the second at the end
of the internship on week five. These evaluation forms will be placed in the student's
academic file.
Internship Policies and Procedures
1. The student must have a minimum 2.50 (B) grade-point average to enroll in the
internship.
2. The student should be officially registered before reporting to the internship site.
3. An Application for Internship (Appendix A), and the Intern's Statement of Responsibility
Form (Appendix B) must be submitted to the Internship Coordinator no later than two
(2) weeks prior to the end of the term preceding the planned internship.
4. The student may make the initial contact with a potential internship site, regarding their
placement.
5. Coursework would be taken weekly for two (2) hours, during the part of term in which a
student is engaged in the internship.
6. The University and the internship site must complete any contractual arrangements in
writing. The University and the internship site will retain a copy. (Students should also
retain a copy). See the Contractual Agreement Form in Appendix D.
Internship Log of Experiences
1. Upon completion of the internship, the intern will submit two typewritten copies of the
Log of Experiences (Appendix I) along with all of the internship evaluation forms.
Following the evaluation of the internship log of experiences, one of the two submitted
copies will be returned to the intern.
2. The log/journal of experiences should include, preceding the introduction section, a cover
(title page), a table of contents, and references APA style.
3. The Log of Experiences is required in order to receive the final grade for the course.
4. The students should include the Internship Log of Experiences and the Internship
Facilitator will evaluate this paper using Appendix J.
Attendance
1. The intern has the obligation of being on time and having consistent attendance. The
Intern will complete the TimeSheet. (Appendix G).
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2. Absences will not be accepted unless the student is sick or a death in the family of a close
relative occurs, or she/he is serving as a juror (Jury Duty). If the student misses days
because of these circumstances, the internship hours must be made up. The On Site
Supervisor and the Internship Facilitator will determine how the intern will make up the
missed time.
3. In the situation of excessive or unjustified absences, the intern could be removed from the
internship on site. Two (2) absences will be considered excessive.
Evaluation of the Internship Experience
1. An evaluation of the intern's performance will be made at the middle and end of the of
the internship experience by the internship on-site Supervisor. The internship on-site
Supervisor will be supplied with the proper internship evaluation forms and all the
documents the site requests from the University. The internship on-site Supervisor is to
discuss the evaluative assessment with the intern before mailing or e-mailing the
evaluation form back to the Internship Coordinator.
2. The Internship Facilitator will evaluate the intern according to attendance (classroom and
internship site), class participation, class work, final project, etc.
3. The internship shall be graded according to Ana G. Méndez University System, Metro
Orlando Campus grading policies.
a. The standard grading scale is: 100-90 A, 89-80 B, 79-70 C, 69-60 D, 59 or below
F.
b. The final internship grade will be derived from:
4. The internship On-site Supervisor's Evaluation form (two evaluations)
5. The Internship Facilitator (one evaluation)
6. Internship Log of experiences
7. Seminar (Class participation, class work, internship time-sheet, etc.)
8. The final grading decision will rest solely with the Internship Facilitator.
9. A student must obtain an A or B in order to pass the internship course
Intervention guide for problem solving
The following procedures should be followed in the event of conflict or problem:
1. The problem is identified by the on site Supervisor and/or the Internship Facilitator.
2. The on site Supervisor and the Internship Facilitator meet to identify the problem.
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3. The on site Supervisor and the Internship Facilitator meet with the intern to clarify the
problem and generate suggestions for its solution. Minutes of the meeting will be taken
and a narrative will be reported to the Internship Coordinator.
4. If the problem persists, a second meeting will take place where one of the following
options will be taken:
a. Reassigning the on site Supervisor
b. Reassigning the internship center
c. Withdrawal and application for the internship to be completed in the following
semester
d. Reasonable accommodation
Repeating the Internship
1. The application to repeat the internship is initiated with a letter to the Internship
Coordinator.
2. The semester in which the student requests the opportunity to repeat the internship must
be specified, and the letter must be turned in two months before the beginning of the
semester in which the internship is set to take place.
Evaluation
Students in this internship will be evaluated as follows:
Internship Criteria
1. Supervised internship (100 hours) - the student will complete 90 hours of internship,
and 10 hours of class work. The Internship Facilitator should complete two evaluations
of the intern, by the end of the internship. The first evaluation is at the end on the third
CRITERIA % CompletedSupervisedInternship (90hours) 60% First On-site Internship Supervisor Evaluation 10%
Second On-site Internship Supervisor Evaluation 10%
Log of Experiences 5%
Attendance and class participation 15%
TOTAL 100%
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week, and the second one at the end of the internship on week five. These evaluation
forms will be placed in the student's academic file. The evaluation provided by the on site
supervisor will have a weight of 50% in the final evaluation of the intern and the
internship facilitator 50%.
2. Evaluations (2) - The student will be evaluated in two occasions by the on site
supervisor and the internship facilitator (Appendix E). These evaluation forms will be
placed in the student's academic file.
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Appendix A
APPLICATION FOR INTERNSHIP
I ____________________________________________, hereby request permission to
(please print or type)
enroll in the International School of Tourism and Hospitality Management Advance Internship in
Hotel Management (ITHM 390), for the part of term _____, _____ (year).
I have successfully completed a total of __________ semester hours toward the fulfillment of the
requirements for the BS in International School of Tourism and Hospitality Management with a
major in Hotel Management degree (a minimum of 112 60 or more credit hours must be
completed to be eligible to participate in the Internship), and I am currently carrying a
_________ grade point average.
_________________________________________
(Intern’s signature)
________________________________________
Internship Coordinator
Tourism and Hospitality Management Program
______________________________________
(Date approved)
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TRANSCRIPT
A current transcript from student services will accompany your application. By signing below
you give permission for a transcript to be sent to schools and school districts as part of your
application.
I, ______________________________, Social Security _______________________ authorize
the Universidad del Este at Ana G. Mendez University System, Metro Orlando Campus
permission to access my university transcript as part of my application for my internship.
_________________________________________
(Intern’s signature)
_________________________________________
Date
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Appendix B
Intern's Statement of Responsibility Form
I acknowledge receiving a copy of the current International School of Tourism and
Hospitality Management Program's Internship Guideline Manual.
I acknowledge that I will not participate or practice within the internship phase until I have on
file:
1. A properly completed Application for Internship form (Appendix A);
2. A properly completed and signed Intern's Statement of Responsibility Form
(Appendix B);
3. An Internship Site Description (Appendix C);
3. An updated resume; and,
5. A properly completed and signed internship contract (Appendix D).
I acknowledge that I will not report to the site of the internship until I have read
completely the International School of Tourism and Hospitality Management Program's Advance
Internship in Hotel Management and until I have registered for Internship I (ITHM 390).
Also, I agree not to reproduce, alter, or exchange with any other similar program, institution, or
other tourism or hospitality management program any part of the International School Tourism
and Hospitality Management Program's InternshipGuideline Manual without written permission.
During my internship experience, I will keep an up-to-date log of my experiences. I will
attend all meetings and cooperatively participate in all approved activities as suggested by the
on-site Supervisor. I will also attend one time a week for two hours with the Internship
Facilitator.
Upon the conclusion of the Internship I, I will schedule two individual appointments, one
with the on-site Supervisor and the other with my Internship Program Coordinator. I will
convey, to the best of my ability, as much information as possible for the improvement of the
Internship, intern preparation, and the International School of Tourism and Hospitality
Management Program of Universidad del Este, Ana G. Méndez University System, Metro
Orlando Campus.
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I acknowledge that failure to comply completely with the conditions set forth in this
statement of responsibility could result in dismissal from the internship site, thereby requiring
that another internship be completed to fulfill graduation requirements.
__________________________ _____________________________________
(Signature of intern)
Int
ernship Coordinator (signature)
___________________________
(Date)
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Appendix C
Internship Site Description Form
A. General Information
Student's Name ___________________________________________
Name of Site or Business _________________________________
Address __________________________________________________
City ________________ State ____________ Zip Code ____________
Phone _________________________ Fax ______________________
Web Site _________________________________
On-site Supervisor’s Name _______________________________________
On-site Supervisor’s Position _____________________________________
On-site Supervisor’s E-Mail ______________________________________
B. Internship Site Information
What is the general nature of the business?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________
Please give a general description of the size of the business or operation, i.e., number of
employees, members, nature of facilities, etc.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________
Please give a general description of the duties expected of an intern.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________
Please list specific duties that the intern would perform:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________
Check the seasons during which the site could use an intern:
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Fall ______ Winter ______ Spring ______ Summer _____
Is there any reason why a semester included would not work well beginning (a) early September
(b), early January, or (c) mid May?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________
C. Remuneration
(While pay is not required for an internship, we do suggest that students be paid a salary of some
sort because they do have expenses, and will often have to select sites with that in mind.)
Will a salary be paid?
______________________________________________________________________
If so, what will be the approximate salary per hour?
______________________________________________________________________
Are there any fringe benefits for the intern such as meals, lodging, etc.?
______________________________________________________________________
Please list
______________________________________________________________________
Is there a possibility of employment for interns following a successful internship?
______________________________________________________________________
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D. Duties and Responsibilities of the Internship On-site Supervisor
1. An internship on-site Supervisor should consider the intern as a learning partner while
engaged in professional training.
2. The internship on-site Supervisor should make a commitment to provide the intern with a
comprehensive learning experience.
3. The qualifications and experience of the internship on-site Supervisor are very important.
The Supervisor must have the proper practical experiences and education to qualify as a
tourism or hospitality professional.
4. An internship on-site Supervisor must understand the goals of the International Tourism
and Hospitality Management Internship Program of Ana G. Méndez, Metro Orlando
Campus. Professional excellence requires a commitment.
5. The on-site Supervisor would type a list of the intern's responsibilities on the company’s
letterhead.
6. The internship on-site Supervisor is to discuss the evaluative assessment with the intern
before mailing, or e-mailing the evaluation form back to the Internship Facilitator, and
the Internship Coordinator.
7. Once the internship is completed, the on-site Supervisor should have written two
complete evaluation of the intern. The first one, at the end on the third week, and the
second one at the end of the internship on week five. A copy of the completed
evaluations forms from the internship site at which the internship was completed shall be
placed in the student's academic file.
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Appendix D
Contractual Agreement Form
The International School of Tourism and Hospitality Management of Universidad del
Este of Ana G. Méndez University System, Metro Orlando Campus, and
________________________________________________________________ (site)
affiliated with _________________________________ (intern’s name).
This AGREEMENT will be effective the month of _______________, _________ (year)
between the International School of Tourism and Hospitality Management of Universidad del
Este, Ana G. Méndez University System, Metro Orlando Campus and ___________________
______________________________________(site).
The parties desire to engage the participation of the (site) ________________________
in the internship education of students from Universidad del Este of Ana G. Méndez University
System, Metro Orlando Campus, and thereby to promote excellence in administration and
education and to contribute to the professional growth, development, and competence of the
Tourism and Hospitality Management students.
By agreeing to cooperate in accomplishing these common objectives, the three parties
hope to further mutual understanding and programs of mutual interest.
For the Internship Site:
__________________________________________
(Name On Site Supervisor)
________________________
(Title)
______________________
(Site)
__________________________________________
__________________________________________
(Address)
_____________________________________
(Signature)
_____________________________________
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(Date)
For the International School of Tourism and Hospitality Management, Universidad del Este,
AGMUS, Metro Orlando Campus:
_____________________________________
(Name Executive Director)
_____________________________________
(Signature)
_____________________________________
(Date)
For the Intern:
_____________________________________
(Intern’s name)
_____________________________________
(Intern’s signature)
____________________________________
(Date)
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Appendix E
On-site Supervisor's Evaluation of Intern Form
Intern’s Name____________________ SSN ________________________
Internship Site _______________________________
Name of Supervisor ___________________________
Title/Position _________________________________
Address _______________________________________________________
Telephone ___________________________ Fax _____________________________
E-Mail ______________________________________
Directions: Prior to the completion of the internship experience, please check the rating which
best describes the level of attainment of the intern and complete the statements. Please review the
completed evaluation with the intern prior to submitting the evaluation to the Tourism Internship
Coordinator.
In the evaluation, rate the intern as you would rate a new employee. (Internship is the first step
towards a professional career.) How would you rate this individual as a future professional?
Rating Scale: 5 = Outstanding 4 = Above Average 3 = Average 2 = Needs Improvement 1 = Unacceptable 0 =
N/A
Criteria 5 4 3 2 1 N/A
1. Cooperation
Functions well with and adjusts to people
Willing to accept suggestions and criticism
Respects the opinion of others
2. Responsibility
Follows tasks through to completion
Follows directions and instructions
Is punctual
Is dependable
Demonstrates appropriate attendance
Demonstrates awareness of responsibility for the
position
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3. Enthusiasm
Eagerly pursues tasks
Demonstrates interest in people
Initiates tasks without prodding
Demonstrates a desire to assist
Demonstrates a desire to learn
4. Leadership
Demonstrates ability to plan
Demonstrates ability to function with assigned groups
Attempts to resolve problems independently
Conveys ideas clearly
Introduces new ideas and approaches
Indicates understanding of people (staff, clients, or
customers)
Demonstrates imagination and creativity
Demonstrates knowledge of programming skills and
techniques
Exercises good judgment
5. Emotional Stability/Maturity
Demonstrates confidence
Is well-poised
Exhibits self control
Indicates sensitivity for needs of the clients or
customers
Demonstrates capability of confronting new situations
6. Physical Qualities
Demonstrates appropriate energy
b. Dresses appropriately for setting and activity
7. Social Qualities
Establishes good rapport with groups
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Establishes good rapport with site staff
Demonstrates ease in meeting people
Demonstrates good character and integrity
Maintains a cooperative attitude
The intern is most effective in:
______________________________________________________________________________
______________________________________________________________
The intern requires assistance in:
______________________________________________________________________________
______________________________________________________________
Additional comments and/or recommendations:
______________________________________________________________________________
______________________________________________________________
* Intern's Signature _________________________ Date _____________
Signature of On-site Supervisor __________________ Date _____________
* This signature confirms that I have seen and discussed this evaluation.
When the evaluation is completed, please forward to:
Attn: Internship Facilitator (Name)
Ana G. Méndez University System, Metro Orlando Campus
International School of Tourism and Hospitality Management
P. O. Box 574998
Orlando, FL 32857-4998
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Appendix F
Intern’s Presentation Letter to the On-site Supervisor
Date
Name
Position
Site’s name
Address
Mr. or Mrs.
Dear :
Universidad del Este, Ana G. Méndez University System, Metro Orlando Campus offers a bilingual
(Spanish and English) BS in International Tourism Hospitality Management with a major in Hotel
Management. In order to complete such a degree, it is a requisite that the students perform 100 practical
hours in the related area of concentration as part of the course ITHM 390, Internship II.
The students of these programs are insured under the _____________________ with policy number #
_______________________. These students also have knowledge of the fact that they will not receive
any wages from the employer if their business is used for practical work experience, unless the
employers’ wishes to stimulate the student for the work accomplished.
We hope to count on your help and cooperation with the future bilingual professionals of the Tourism
Industry. In offering an opportunity to a participating student, you are contributing to the education of
future youth, which can later on become part of your prestigious business.
Anticipated thanks for your cooperation. If there should be any further information needed, please
contact me at 407-207-3363.
Sincerely,
Prof.
Coordinator of Tourism Internship
Universidad del Este, AGMUS, Metro Orlando Campus
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Appendix G
Intern’s Time Sheet Form
Intern’s Name____________________ SSN ________________________
Internship Site _______________________________
From _______________ To _______________
Month/Day/Year Month/Day/Year
Day time in (am) time out (pm) time in (am) time out (pm) total of hours
SUNDAY
MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
SATURDAY
TOTALOF
HOURS
Intern’s signature____________________
Internship On-site Supervisor’s Signature_______________________________
Date __________________________
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Appendix H
Intern's Evaluation of Site Form
Intern’s Name____________________ SSN ________________________
Internship Site ___________________________
On-site Supervisor __________________________
Instructions: Using the following scale, rate the strengths and weaknesses of the site in terms of meeting
your needs as an intern. Please make comments in spaces provided.
5 = Outstanding; 4 = Above Average; 3 = Average; 2 = Needs Improvement; 1 = Unacceptable; 0 = N/A
Criteria 5 4 3 2 1 0
1. Acceptance of you as a functional member of the staff, willingness to integrate
you into all appropriate levels of management in programs and projects.
2. Provisions of relevant experiences in administration, supervision, and
leadership.
3. Cooperation of site staff to provide professional growth experiences through
training programs, seminars, and similar activities.
4. Provision of assistance in helping you meet your personal and professional
goals and objectives.
5. Possession of resources essential to the preparation of professionals (library,
equipment, supplies, etc.).
6. Employment of qualified, professional staff with demonstrated capability to
provide competent supervision.
7. Adequate scheduling of conferences with you and ongoing evaluation of your
performance followed up by brief written progress reports.
8. Allowance for relating classroom theory to practical situations.
9. Location in reasonable proximity to campus.
10. Willingness to listen to whatever suggestions or recommendations you might
offer, and willingness to discuss them with you, explain the rationale for their
acceptance or rejection.
Would you recommend this site to future interns? Why or why not?
_____________________________________________________________________________________
_____________________________________________________________________________________
What were the strongest/weakest parts of this experience? What should be added or deleted?
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_____________________________________________________________________________________
_____________________________________________________________________________________
Do you have any additional comments?
_____________________________________________________________________________________
_____________________________________________________________________________________
Final Comments:
_____________________________________________________________________________________
_____________________________________________________________________________________
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Appendix I
Internship Log of Experiences
Upon completion of the internship, the intern will submit two typewritten copies of the log of experiences
along with all of the internship evaluation forms. Following the evaluation of the internship log of
experiences, one of the two submitted copies will be returned to the intern.
The log/journal of experiences should include, preceding the introduction section, a cover (title page), a
table of contents, and references APA style. The log/journal should be organized in the following manner:
1. Introduction
2. Site of Internship
3. Job Responsibilities (This should be typed on letterhead from the internship site.)
4. Organizational Hierarchy of the Internship On-site
5. Time/Duration of the Internship (100 clock hours is the minimum requirement for three (3) credit
hours.
6. Chronicle of Experiences
a. Daily/Weekly Summarization of the Work Experiences
b. Appendix Section for any Special Materials, Handouts, or Gimmick Samples
7. Summary
a. Brief Summary of the Total Experience, Exposures, and Participation
b. Personal Philosophy Paper (two to three pages). The students should address the value of
tourism and hospitality in society and in the lives of those served.
8. Intern'sEvaluation of the Site
a. Briefly evaluate the site and the on-site Supervisor.
b. Should the School of Tourism and Hospitality Management seek to place another intern
with this site?
c. What recommendations do you have for the improvement of the internship phase of the
program?
d. Should we strive to prepare our interns in a special manner for this site?
e. Was the internship a worthwhile expenditure of the time required? If the answeris no,
whyorwhynot?
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Appendix J
RUBRIC TO EVALUATE WRITTEN PAPERS OF THE LOG OF EXP ERIENCE
NAME: _______________________ FINAL GRADE: ________________
TITLE: _______________________ DATE: _________________________
0-NOT OBSERVED 1-DEFICIENT 2-AVERAGE 3-GOOD 4-VERY GOOD 5-EXCELLENT N/A-NOT APPLY
CRITERIA 0 1 2 3 4 5 N/A 1. Identifies purpose, objectives and principal ideas
included in the paper.
2. Presentation of ideas is organized, coherent and can be easily followed.
3. The author demonstrates mastery of the presentation theme or matter, as it properly explains content and does not incur in mistakes.
4. The presentation ideas and arguments are based in sources presented, consulted or discussed in class.
5. The summary of principal points and/or the presentation of conclusions are clear and appropriate.
6. The author presents his point of view in a clear, convincing and well-based manner.
7. The paper demonstrates substance, logic and originality.
LANGUAGE 8. Utilizes appropriate language with grammatical
and syntactical correction.
9. Utilizes precise, correct and appropriate vocabulary.
10. Contains well-constructed sentences and paragraphs that facilitate lecture and comprehension.
Comments:
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
____________________________________________________________________________________.