Hospitality Management

Category: Collaborative Objective Test & Team Performance (Role Play)
Type: Individual or Team

Overview

Two (2) parts: an objective test and interactive role play or presentation. A 60-minute objective test will be administered onsite at the NLC. Team competitors will take one (1) objective test collaboratively.

Objective Test Competencies: Hospitality Marketing Concepts; Types of Hospitality Markets and Customers; Hospitality Operation and Management Functions; Customer Service in the Hospitality Industry; Human Resource Management in the Hospitality Industry; Legal Issues, Financial Management, and Budgeting for the Hospitality Industry; Current Hospitality Industry Trends; Environmental, Ethical, and Global Issues for the Hospitality Industry; Hotel Sales Process

Case: A scenario in the hospitality management industry.


Guidelines

Collaborative Objective Test & Team Performance (Role Play) Guidelines
Performance Guidelines—Final Round
  • Two (2) 4"x6" note cards will be provided to each competitor and may be used during event preparation and performance. Information may be written on both sides of the note cards. Note cards will be collected following the presentation.
  • No additional reference materials allowed.
  • Turn off all electronic devices.
  • Individuals/teams should introduce themselves, describe the situation, make their recommendations, and summarize their cases.
  • If participating as a team, all team members are expected to actively participate in the performance.
  • All questions raised in the case must be addressed during the presentation.
  • Objective test scores will be used to break a tie.
  • Final performances are not open to conference attendees.
Penalty Points Deducted by Judges
  • Five (5) points are deducted if competitors do not follow the dress code.
  • Five (5) points may be deducted for not following guidelines.
General Performance Guidelines
Performance Guidelines

Fifteen (15) competitors/teams—or an equal number from each section in the preliminary round—will advance to the final round. When there are more than five sections of preliminary performances for an event, two competitors/ teams from each section will advance to the final round.

In the case of team events, all team competitors are expected to actively participate in the performance.

Competitors cannot be replaced or substituted for prejudged events with the exception of the chapter events—American Enterprise Project, Community Service Project, and Partnership with Business Project.

All competitors must comply with the FBLA‑PBL dress code.

Prejudged materials and résumés will not be returned.

Technology Guidelines
  • The following will be provided for the final round of technology presentation events that allow viewing: screen, power, table, and projector. It is up to final round competitors to decide if they wish to use the provided technology.
  • Competitors utilizing Apple products or other devices that do not have a VGA port or HDMI will need to provide their own adapters.
  • Internet access will be provided for:
    • 3-D Animation
    • Coding & Programming
    • Computer Game & Simulation Programming
    • Digital Video Production
    • E-business
    • Electronic Career Portfolio
    • Mobile Application Development
    • Public Service Announcement
    • Social Media Campaign
    • Website Design
  • Internet access may not be WiFi, so competitors should plan appropriately when selecting laptops/tablets on which to present.
Performance Competencies
  • Demonstrate excellent verbal communication.
  • Display effective decision-making and problem-solving skills.
  • Express self-confidence and poise.
  • Work well as a team when applicable.
  • Exhibit logic and systematic understanding.
  • Conduct a professional business presentation.
  • Answer questions effectively (when applicable).
Penalty Points Deducted by Judges
  • Five (5) points are deducted if competitors do not follow the dress code.
  • Five (5) points may be deducted for presentations over the allotted time.
  • Five (5) points may be deducted for not following guidelines.
Audience
  • Preliminary performances are not open to conference attendees.
  • Final performances may be open to conference attendees, space permitting (with the exception of interview and prep/case events). Finalists may not view other competitors’ performances in their event.
  • Recording performances is prohibited.
  • All electronic devices must be turned off.
  • All attendees must follow the dress code and wear their name badges.
General Guidelines

The general event guidelines below are applicable to all national competitive events. Please review and follow these guidelines when competing at the national level. When competing at the state level, check the state guidelines since they may differ.

Eligibility

  • Dues: Competitors must have paid FBLA national and state dues by 11:59 p.m. Eastern Time on March 1 of the current school year.
  • NLC Registration: Participants must be registered for the NLC and pay the national conference registration fee in order to participate in competitive events.
  • Deadlines: The state chair, or designee, must register each state competitor on the official online entry forms by 11:59 p.m. Eastern Time on the second Friday in May.
  • Each state may submit four (4) entries in all events except LifeSmarts, Virtual Business Finance Challenge, and Virtual Business Management Challenge.
  • Each competitor can only compete in one (1) individual/ team event and one (1) chapter event.
  • Each competitor must compete in all parts of an event for award eligibility.

Repeat Competitors

Competitors are not permitted to compete in an event more than once at the NLC unless one of the following circumstances applies:

  • Modified Events: A competitor may compete in the same event when the event is modified. Note, if the only modification is a name change, competitors may not compete in the renamed event.
  • Team Events: One (1) competitor of the team may have competed in the same event at one (1) previous NLC; however, they may not compete more than twice in the event at the national level.
  • Chapter Events: Competitors may compete in a chapter event more than once (American Enterprise Project, Community Service Project, and Partnership with Business Project).
  • Individual Entry: A competitor who competed as an individual entry in a team event at the national level may compete in the same event a second time as part of a team, but not a second time as an individual.
  • Parliamentary Procedure: Two (2) competitors of the team may have competed in this event at a previous NLC; however, they may not compete more than twice at the national level.
  • Pilot Event: Competition in a pilot event does not disqualify a competitor from competing in the same event if it becomes an official competitive event. The participant may compete in another event as well as a pilot event.

Breaking Ties

  • Objective Tests: Ties are broken by comparing the correct number of answers to the last 10 questions on the exam. If a tie remains, the competitor who completed the test in a shorter amount of time will place higher. If this does not break the tie, answers to the last 20 questions will be reviewed and determine the winner.
  • Objective and Production Tests: The production test scores will be used to break a tie.
  • Objective Tests and Performances: The objective test score will be used to break a tie based on the tie-breaking criteria of objective tests.
  • Reports/Projects and Performances: The report/project scores will be used to break a tie.
  • Performances: Judges must break ties and all judges’ decisions are final.

National Deadlines

  • State chair/adviser must register all competitors for NLC competitive events online by 11:59 p.m. Eastern Time on the second Friday in May.
  • All prejudged components (reports, websites, projects, statement of assurance) must be received by 11:59 p.m. Eastern Time on the second Friday in May.
  • All prejudged projects and reports must be submitted electronically.
  • All Statements of Assurance must be submitted online.
  • All production tests must be received at FBLA-PBL by 11:59 p.m. Eastern Time on the third Friday in May.
  • All production tests must be uploaded online.
  • State chair/adviser may make name changes only (no additional entries) by 11:59 p.m. Eastern Time on the first Friday in June. Competitor drops are the only changes allowed after this date and onsite.

National Awards

The number of competitors will determine the number of winners. The maximum number of winners for each competitive event is 10. Only one (1) award is given to the schools competing in chapter events (American Enterprise Project, Community Service Project, Local Chapter Annual Business Report, and Partnership with Business Project).

Additional Materials

Certain events may allow the use of additional materials. Please refer to event guidelines.

Americans with Disabilities Act (ADA)

FBLA‑PBL meets the criteria specified in the Americans with Disabilities Act for all participants who submit a special needs form.

Recording of Presentations

No unauthorized audio or video recording devices will be allowed in any competitive event. Participants in the performance events should be aware the national association reserves the right to record any performance for use in study or training materials.


Preparation

Sample Practice Materials

Rating Sheets


Format Guide

Competencies
Competency
Tasks
Hospitality Marketing Concepts
1. Describe the basic concepts of marketing as they relate to the hospitality industry.
2. Define the seven key marketing functions: selling, marketing information management, financing, pricing, promotion, product/service management, and distribution.
3. Define service marketing and how it relates to the hospitality industry.
4. Explain the impact of travel and tourism on the U.S. economy as well as worldwide.
5. Describe various advertising strategies for the hospitality industry.
6. Explain public relations and publicity as they relate to the hospitality industry.
7. Explain the role of demographics as it relates to hospitality management.
8. Describe market segmentation and meeting the needs of various target markets in the hospitality industry.
9. Explain the product and service mix for various types of hospitality businesses.
10. Describe marketing strategies for the hospitality industry.
Types of Hospitality Markets and Customers
1. Define the impact that a conference/convention center has on the hospitality industry for a city or region.
2. Describe the latest trends regarding the leisure traveler: eco/environmental, extreme sports, etc.
3. Define the different hotel and motel types.
4. Describe property-wide amenities that meet the needs of the different target markets in the hospitality industry
5. Explain the difference between a full-service and a limited-service hotel.
6. Differentiate needs for various markets in the hospitality industry.
7. Describe financial criteria for different target markets in the hospitality industry.
8. Analyze the importance of long-term hospitality relationships with other major industries and individuals.
9. Describe incentives and rewards for long-term repeat individuals/groups in the hospitality industry.
10. Describe the value of customer feedback in the hospitality industry as it relates to improvement to product and service.
Hospitality Operation and Management Functions
1. Select an accounting system using good accounting practices.
2. Describe strategies and procedures for determining room rates and prices in the hotel industry
3. Collect and interpret financial data to prepare financial statements such as balance sheet, income statement, cash flow projections, and summary of sales and receipts.
4. Interpret data from financial statements to develop short- and long-term budgetary plans, to determine point of profitability and viability, and to analyze cash flow forecast (e.g., RevPar).
5. Describe basic purchasing procedures commonly used in the hospitality industry.
6. List different sources of financing available for purchasing a hospitality business.
7. Discuss strategies for increasing occupancy rates.
8. Define occupancy rate and yield management in the hospitality industry.
9. Explain the four basic functions of hospitality management: planning, organizing, implementing, and controlling.
10. Describe the importance of planning and forecasting for the hospitality industry.
11. Analyze the importance of having good hospitality personnel to support meetings, events, and lodging for the customer.
12. Explain the importance of strategic planning and synergy for successful management of hospitality events.
13. Describe the leadership characteristics and human relations skills that help managers influence employees to perform at a higher level.
Customer Service in the Hospitality Industry
1. Describe in-room hotel amenities and explain why they are important to guests.
2. Describe property-wide hotel amenities and explain why they are important to guests.
3. Determine, maintain, and improve the marketing mix (product, price, place, and promotion).
4. Apply strategies for determining and adjusting prices to maximize on return and meet customers’ perceptions of value.
5. Develop and deliver effective customer relation skills in order to provide good customer service.
6. Establish effective selling philosophies in order to develop customer loyalty and profitability.
7. Explain typical rating systems used in the lodging business.
8. Conduct research to determine customer needs and wants in the hospitality industry.
9. Gather and evaluate marketing information to make hospitality business decisions.
10. Analyze the characteristics, motivations, and behaviors of hospitality consumers.
Human Resource Management in the Hospitality Industry
1. Explain basic activities for front-of-the-house and back-of-the-house operations in a hotel.
2. Identify various types of employee compensation and recognition.
3. Evaluate the effects of employees’ absenteeism, errors, or other negative employee behaviors on business productivity.
4. Plan, develop, and implement employee orientation and training programs.
5. Develop an employee recruitment plan designed to identify and hire qualified employees.
6. Describe the salary and fringe benefit package that will attract the best employees to the hospitality industry.
7. Develop a plan for evaluation of employee performance and productivity.
8. Develop separation, termination, and transition procedures for processing employee personnel actions.
9. Plan and manage work schedules and personnel to maximize operations.
10. Describe safe working conditions in the hospitality industry to include OSHA Guidelines.
11. Identify and explore career opportunities to create a professional growth and development plan.
12. Exhibit positive work behaviors and personal qualities to enhance the work environment.
13. Motivate and supervise personnel to achieve completion of projects and company goals.
14. Develop an organizational chart with staffing/human resource plans including job descriptions and recruitment techniques.
15. Identify ways to improve employee morale and customer satisfaction.
16. Identify basic principles of organized labor and describe their influence on the hospitality industry.
17. Explain the impact of equal employment opportunity and affirmative action on the hospitality industry.
18. Identify personal characteristics of effective employees within the hospitality industry
19. Identify global factors affecting the future of the hospitality workforce.
20. Identify technology and other factors affecting the future hospitality workforce.
Legal Issues, Financial Management, and Budgeting for the Hospitality Industry
1. Describe the type of liability insurance needed in the hospitality industry
2. Describe accommodations that meet ADA standards.
3. Interpret the information found on financial statements in the hospitality industry
4. Explain the relationship between occupancy rate and budget for a hospitality venue.
5. Explain rack rates, business rates, and leisure rates in the hospitality industry.
6. Demonstrate knowledge of social, ethical, and legal issues of the hospitality industry.
7. Explain the legal aspects of contracts in the hospitality industry.
8. Apply legal interpretations to employee situations, retention of records, safety and security issues, and financial data.
9. Demonstrate knowledge of consumer protection laws.
10. Develop procedures for the legal review of documents and procedures, such as contracts.
11. Analyze the impact of federal, state and local government regulations on the hospitality industry.
12. Implement safety, health, and environmental controls to minimize loss and risk.
13. Identify reasons for liability insurance and disclaimers in the hospitality industry.
14. Analyze the importance of guest security and anonymity in the hospitality industry.
Current Hospitality Industry Trends
1. Describe the impact of technology on the reservation business/process.
2. Describe the latest trends and technologies affecting business travelers.
3. Describe the latest trends affecting leisure
4. Describe how advances in technology allow the hospitality industry to keep up-to-date customer records.
5. Explain hospitality industry processes for the collection of customer database information.
6. Describe advances in technology that benefit hotel guests.
Environmental, Ethical, and Global Issues for the Hospitality Industry
1. Identify factors that encourage and influence global tourism.
2. Explain special considerations for international travelers
3. Describe the importance of global travel.
4. Apply ethical conduct in dealing with international business transactions.
5. Describe environmentally sound practices regarding guests in the hospitality industry.
6. Describe environmentally sound practices for hospitality industry properties
7. Exhibit ethical and legal social behaviors when using information and technology in the hospitality industry and discuss the consequences of misuse.
8. Apply a professional code of ethics to a workplace problem or issue.
9. Explain the relationship of business ethics to product/service management.
10. Describe the role of ethics and social responsibility on decision making in the hospitality industry.
11. Explain lodging and tourism taxes imposed by states and counties.
12. Identify current laws and regulations that impact the hospitality industry.
13. Explain the ripple direct and indirect effect of tourism dollars.
14. Demonstrate the economic impact of tourism on a state’s economy.
15. Explain the economic role played by the hospitality industry in satisfying customer needs and wants in a free enterprise system.
16. Explain the importance of monitoring economic trends in the hospitality industry as it relates to sales strategies for different economic cycles.
Hotel Sales Process
1. Explain strategies for increasing sales in the hospitality industry as it relates to rooms, commodities, attractions etc
2. Describe the impact of Internet sales on the hospitality industry.
3. Identify markets for potential group sales
4. List sales strategies for event marketing as it relates to business
5. List sales strategies as they relate to leisure customers.
6. Apply the steps of the sales process in the hospitality industry.
7. Describe different sales promotions used in the lodging industry.
8. Identify successful strategies for the hospitality industry that are designed to generate repeat business.
9. Explain how sales efforts are tied to personal service.
10. Identify characteristics of an effective salesperson as they relate to the sale, communication after the sale, and follow up in the hospitality industry.
11. Identify customer prospecting strategies for the hospitality industry.
12. Describe elements of the hospitality sales contract.
13. Describe effective strategies for servicing hospitality meetings and hotel individual guests.
14. Describe sales strategies for economic downturns.

Alignment

NBEA Standards
  • Career Development
  • Communication
  • Information Technology
Career Clusters
  • Business Management & Administration
  • Human Services
  • Information Techology
  • Marketing, Sales, & Service

Eligibility

States may submit up to 4 entries.
Competitors must be registered for NLC and pay registration fee.
Competitors must pay dues by 11:59 p.m. Eastern on March 1.

Finals

The top fifteen (15) scoring individuals/teams advance to the final round.

Timeline

Test: 1 hour
Prep: 20 min
Equipment Setup: N/A
Performance: 7 min
Warning: 6 min
Time Up: 7 min
Penalty Over Time: N/A
Q & A: N/A