The Resort Booking Dilemma

Lesson Content

• Lesson Plan Template:

  CTE Lesson Plan

• CTE Course Info and Benchmark Notes

  
  

  Exploring Hospitality and Tourism Careers

  CIP: 148850350M

  Short Program: 8850350

  Type: Middle School

  Career Cluster: Hospitality & Tourism

• Unit Outline

  
  

  This lesson is designed to be used with the case study, ““The Botched Booking” See CPALMS Resource ID# 221597.

• Career Connection

  
  

  This lesson supports the durable skills of communication, leadership and problem solving. As students debate solutions with their fellow classmates and put together a proposal for their clients, they will consider how to effectively communicate a change of plans and demonstrate leadership skills as they make executive decisions.

• Learning Objectives

  
  

  Students will be able to:

  • Identify the characteristics of a career in the lodging career pathway.
  • Demonstrate employability skills of problem solving and collaboration through solving a real-world scenario.
  • Communicate effectively with peers.
  • Present information orally in a logical sequence.

• Prior Knowledge

  
  

  Students should be familiar with/ able to:

  • The purpose of an event space.
  • The basics of customer service expectations.

• Guiding Questions

  
  

  Guiding Questions:

  • What characteristics are essential in lodging careers?
  • How does the event space impact the way a professional plans and manages events?
  • How do lodging professionals interact with clients?
  • How is customer satisfaction important to a career in lodging?

• Procedure

  
  
  1. Using 4 sheets of chart paper, write the titles of different jobs in the Lodging career pathway at the top of the page: Front desk, concierge, event planner, and housekeeping. On each chart make two columns: Responsibilities/Characteristics.
  2. Have students rotate through the charts and record at least one responsibility and one characteristic of an employee in that career field. You may choose to set a timer to move students through this opening activity quickly.
  3. After students have rotated through the posters and recorded their ideas, discuss the different responsibilities and characteristics that overlap with each other.
  4. Pass out the case study, “The Botched Booking” See CPALMS Resource Id: 221597. This can be done individually or in groups.
  • Ask students to identify the problem that Harris and Sonia are facing.
  • Allow students time to annotate the case study with questions and observations.
  5. After the students have had time to read the case study, ask them to discuss the following questions, either in whole group or small groups.
  • Why is teamwork and collaboration important in the lodging and hospitality field?
  • What does Harris think of the dilemma in the case study?
  • What are the client expectations for the business retreat and the wedding?
  • What are the characteristics that Sonia has that make her successful? What challenges does moving to a larger resort create for Sonia?
  • How will customer service strategies impact guest satisfaction with the issue in this case study?
  6. Make sure to discuss the durable skills of communication and problem solving within the case study. Draw attention to how both Harris and Sonia have equally important clients and need to address this booking issue carefully and respectfully. They will need to work together to create a solution that works for both clients. A bad review from either client will impact the whole resort.
  7. Now that students have analyzed the case study, place them in teams to work towards a solution. Give them the Banquet Hall Options sheet. Let each student know that they will have a limited amount of time to decide on a solution together and then create a script to deliver the changes to their clients. Remind students that:
  • The expectations of a career in lodging include creating a positive customer experience throughout the guests’ stay.
  • Attention to detail will impact guest satisfaction.
  • Each client is important and their needs for their events are different. What can your group do to ensure each client gets what they are asking for?
  8. Students will create a script that they will deliver as either Sonia or Harris from Mystic Lodge Resort to their respective client. The script should include:
  • Positive attitude toward changes
  • Benefits of new location, adjusted schedule
  • Any courtesy accommodations or enhancements to their stay that would ensure a positive experience.
  9. The teacher can monitor discussions and provide feedback during their group work.
  10. Teachers may have students present their scripts to the class, create a recording, or present them to another group. The teacher could address the concept of presenting information orally to a client and can help with not putting mistakes on paper.
  11. The teacher will ask the following questions as a closing discussion:
  • How does a career in Lodging require problem solving skills?
  • What are the employability traits that Harris and Sonia would need to show during this issue?
  • What communication is expected when an issue arises over double bookings? Who should be contacted?

• Teacher Notes

  
  

  Teachers could adapt this lesson for a roll play scenario or add in additional challenges for groups to discuss.