HOSPITALITY SERVICES TEAM DECISION MAKING EVENT

HTDM-20

District Event

online without written permission from the publisher. Printed in the United States of America.

CAREER CLUSTER

Hospitality and Tourism

INSTRUCTIONAL AREA

Customer Relations

HOSPITALITY SERVICES

TEAM DECISION MAKING EVENT

PARTICIPANT INSTRUCTIONS

 The event will be presented to you through your reading of the 21

Century Skills, Performance

Indicators and Case Study Situation. You will have up to 30 minutes to review this information and

prepare your presentation. You may make notes to use during your presentation.

 You will have up to 10 minutes to make your presentation to the judge (you may have more than one

judge), followed by up to 5 minutes to answer the judge’s questions. All members of the team must

participate in the presentation, as well as answer the questions.

 You will be evaluated on how well you demonstrate the 21

Century Skills and meet the

performance indicators of this event.

 Turn in all of your notes and event materials when you have completed the event.

CENTURY SKILLS

 Critical Thinking – Reason effectively and use systems thinking.

 Problem Solving – Make judgments and decisions, and solve problems.

 Communication and Collaboration – Communicate clearly and show evidence of collaboration.

 Creativity and Innovation – Show evidence of creativity.

PERFORMANCE INDICATORS

 Explain the nature of effective communications.

 Explain the nature of positive customer relations.

 Reinforce service orientation through communication.

 Anticipate unspoken customer needs.

 Accommodate special needs/specific requests of customers.

 Communicate core values of product/service.

 Streamline work processes.

HTDM-20

District Event

online without written permission from the publisher. Printed in the United States of America.

CASE STUDY SITUATION

You are to assume the roles of the director of housekeeping services and the director of guest services

for HOTEL LABREE. The general manager (judge) has asked you to determine how the hotel can

implement guest personalized housekeeping services.

In an effort to minimize the time spent on housekeeping activities, HOTEL LABREE began offering guests

the option to opt-out of housekeeping services upon check-in if the reservation exceeds two nights. As

an incentive for opting-out of the service, guests are rewarded 500 loyalty points.

This incentive program has had lukewarm results. Guests have communicated that while they do not

need full guest room cleaning services, there are many small refreshes they do want and need. One

example is a refresh of the free coffee and tea pods.

The general manager of the hotel (judge) first wants you to create a list of common simple housekeeping

refreshes guests may desire and then determine how the hotel can offer guests the ability to

communicate those simple and common housekeeping refreshes to the housekeeping staff.

You will present your ideas to the general manager (judge) in a meeting to take place in the general

manager’s (judge’s) office. The general manager (judge) will begin the meeting by greeting you and

asking to hear your ideas. After you have presented your ideas and have answered the general manager’s

(judge’s) questions, the general manager (judge) will conclude the meeting by thanking you for your work.

HTDM-20

District Event

online without written permission from the publisher. Printed in the United States of America.

JUDGE INSTRUCTIONS

DIRECTIONS, PROCEDURES AND JUDGE ROLE

1. Team members, assuming the role of a management team for the business represented, will

analyze a case situation related to the chosen career area. The team will make decisions

regarding the situation, and then make an oral presentation to the judge. The role of the judge is

that of an executive for the business.

2. Participants will have a 30-minute preparation period and may make notes to use during the role-

play.

3. During the first 10 minutes of the presentation (after introductions), the team will present their

analysis, their decisions and the rationale behind the decisions. Allow the teams to complete this

portion without interruption, unless you are asked to respond.

4. During the next 5 minutes, you may ask questions of the team to determine their understanding

of the situation presented. Each member of each team should respond to at least one question. To

ensure fairness, you must ask each team the same questions. After asking the standard questions,

you may ask other questions for clarification specific to the current team.

JUDGE CHARACTERIZATION

You are to assume the role of general manager for HOTEL LABREE. You have asked the director of

housekeeping services and the director of guest services (participant team) to determine how the hotel

can implement guest personalized housekeeping services.

In an effort to minimize the time spent on housekeeping activities, HOTEL LABREE began offering guests

the option to opt-out of housekeeping services upon check-in if the reservation exceeds two nights. As

an incentive for opting-out of the service, guests are rewarded 500 loyalty points.

This incentive program has had lukewarm results. Guests have communicated that while they do not

need full guest room cleaning services, there are many small refreshes they do want and need. One

example is a refresh of the free coffee and tea pods.

You first want the director of housekeeping services and the director of guest services (participant team)

to create a list of common simple housekeeping refreshes guests may desire and then determine how the

hotel can offer guests the ability to communicate those simple and common housekeeping refreshes to

the housekeeping staff.

The participant team will present information to you in a role-play to take place in your office. You will

begin the role-play by greeting the participant team and asking to hear about their ideas.

During the course of the role-play, you are to ask the following questions of each participant team:

1. Why does the amount of time housekeeping spends cleaning guest rooms vary?

2. How do you suggest staffing the housekeeping employee schedule based on guests opting-out of

housekeeping as part of the incentive program?

3. Why does hotel management need to be concerned with housekeeping and cleaning times?

HTDM-20

District Event

online without written permission from the publisher. Printed in the United States of America.

Once the director of housekeeping services and the director of guest services (participant team) has

presented information and has answered your questions, you will conclude the role-play by thanking the

director of housekeeping services and the director of guest services (participant team) for the work.

You are not to make any comments after the event is over except to thank the participants.

HTDM-20

District Event

online without written permission from the publisher. Printed in the United States of America.

EVALUATION INSTRUCTIONS

The participants are to be evaluated on their ability to perform the specific performance indicators stated

on the cover sheet of this event and restated on the Judge’s Evaluation Form. Although you may see

other performance indicators demonstrated by the participants, those listed in the Performance Indicators

section are the critical ones you are measuring for this particular event. The maximum score for the

evaluation is 100 points. The presentation will be weighted twice (2 times) the value of the exam scores.

Evaluation Form Interpretation

The evaluation levels listed below and the evaluation rating procedures should be discussed thoroughly

with your event director and the other judges to ensure complete and common understanding for judging

consistency.

Level of Evaluation

Interpretation Level

Exceeds Expectations

In any category, in your opinion, the information is presented effectively

and creatively; nothing more could be expected of an employee.

Meets Expectations

Information is presented well. Though there may be a few minor problems

or omissions, they are not significant. Creativity, however, is not shown to

any great degree. A combined score of 70 or better will earn the participant

team DECA’s Certificate of Excellence at ICDC.

Below Expectations

Information presented does not meet minimum standards of acceptability.

Little/No Value

Either some major flaw has been noted that damages the effectiveness of

the presentation (this may be a major omission, a serious misstatement or

any other major flaw) or that the information presented is of no value (does

not help the presentation at all).

HTDM-20

District Event

online without written permission from the publisher. Printed in the United States of America.

HOSPITALITY SERVICES TEAM DECISION MAKING

2020

JUDGE’S EVALUATION FORM

DISTRICT EVENT

INSTRUCTIONAL AREA:

Customer Relations

Participant: __________________________

ID Number: __________________________

Did the participant team:

Little/No

Value

Below

Expectations

Meets

Expectations

Exceeds

Expectations

Judged

Score

PERFORMANCE INDICATORS

Explain the nature of effective

communications?

0-1-2-3 4-5-6 7-8 9-10

Explain the nature of positive

customer relations?

0-1-2-3 4-5-6 7-8 9-10

Reinforce service orientation

through communication?

0-1-2-3 4-5-6 7-8 9-10

Anticipate unspoken customer

needs?

0-1-2-3 4-5-6 7-8 9-10

Accommodate special

needs/specific requests of

customers?

0-1-2-3 4-5-6 7-8 9-10

Communicate core values of

product/service?

0-1-2-3 4-5-6 7-8 9-10

Streamline work processes? 0-1-2-3 4-5-6 7-8 9-10

CENTURY SKILLS

Reason effectively and use systems

thinking?

0-1 2-3 4 5-6

Make judgments and decisions, and

solve problems?

0-1 2-3 4 5-6

10.

Communicate clearly and show

evidence of collaboration?

0-1 2-3 4 5-6

11.

Show evidence of creativity? 0-1 2-3 4 5-6

12.

Overall impression and responses

to the judge’s questions

0-1 2-3 4 5-6

TOTAL SCORE