sistema universitario ana g. méndez school for ... 390... · la práctica avanzada en gerencia...

Prep. 03-15-06. Prof. Abigail Ríos Lugo, MPA

Sistema Universitario Ana G. Méndez School for Professional Studies

Universidad del Este, Universidad Metropolitana, Universidad del Turabo

ITHM 390

ADVANCE INTERNSHIP HOTEL MANAGEMENT PRÁCTICA ADVANZADA GERENCIA HOTELERA

© Sistema Universitario Ana G. Méndez, 2006

Derechos Reservados.

© Ana G. Méndez University System, 2006. All rights reserved.

ITHM 390 Advance Internship in Hotel Management 2


Prep. 03-15-06. Prof. Abigail Ríos-Lugo, MPA

TABLA DE CONTENIDO/TABLE OF CONTENTS Páginas/Pages

Prontuario/Study Guide .....................................................................................3

Taller Uno/Workshop One ................................................................................24

Taller Dos/Workshop Two ................................................................................27

Taller Tres/Workshop Three .............................................................................30

Taller Cuatro/Workshop Four ...........................................................................33

Taller Cinco/Workshop Five..............................................................................35

Anejo A/Appendix A..........................................................................................37

Anejo B/Appendix B..........................................................................................42

Anejo C/Appendix C .........................................................................................44

Anejo D/Appendix D .........................................................................................46

Anejo E/Appendix E..........................................................................................48

Anejo F/Appendix F ..........................................................................................50

Anejo G/Appendix G.........................................................................................51

Anejo H/Appendix H .........................................................................................52

Anejo I/Appendix I ............................................................................................54

Anejo J/Appendix J...........................................................................................56

Anejo K/Appendix K..........................................................................................58




Prontuario Título del Curso Práctica Avanzada

Codificación ITHM 390

Duración Cinco Semanas o según aplique Pre-requisito ITHM 250, ITHM 400

Descripción

El curso ITHM 390 será referido como Práctica Avanzada en Gerencia Hotelera. Este

curso es la actividad que culmina la Práctica o Internado 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 Gerente hotelero y 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 ambiente

relacionado con la gerencia dentro de la industria del turismo y la hospitalidad para que

adquieran experiencia y exposición con las técnicas, metodologías y procedimientos; todo

bajo supervisión y guía de un supervisor 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 los pre-

requistos ITHM 250 e ITHM 400. La práctica debe ser completada en un término

académico (cinco semanas). Se espera que el practicante trabaje un promedio de 20

horas semanales en el lugar de práctica y que se reúna con el Facilitador de Práctica dos

horas semanalmente. Se acreditarán 3 créditos por 110 horas contacto como participación

de esta práctica; 100 en el lugar de práctica y 10 horas en el salón de clases con el

Facilitador de Práctica durante el término.

Objetivos Generales

1. Aplicar 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 sólido.

4. Hacer valiosos contactos con profesionales dentro de la industria de la hospitalidad.

5. Implementar destrezas y competencias personales.




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 parte

de un 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 Harris, K. J. (2006). Hospitality Management Internship. Pearson Education, Inc. Upper

Saddle River, New Jersey.

Material suplementario Braksick, L. W. (2000). Unlock behavior, unleash profits: how your leadership behavior can

unlock the profitability of your organization. New York: McGraw hill.

Brindle, M. (2000). Managing power through lateral networking. Westport, Conn.: Quorum.

Covey, S. (1989). Los 7 Hábitos para personas Altamente Efectivas, Ediciones Paidós

Ibérica S.A.

Cross, R.G. (1997). Revenue Management; Hard-Core Tactics for Marketing

Domination. Broadway Books, New York.

Davis, K. & Newstrom, J. W. (2003). Comportamiento Humano en el Trabajo (11th edition).

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. John Wiley & Sons, Inc.

Greenberg, J., & Baron, R. A. (2003). Behavior in Organizations: Understanding and

Managing the Human Side of Work (8th edition). Prentice Hall.

Greenberg, J., & Baron, R. A. (2003). Behavior in Organizations (8th edition). 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.

Kappa, M. M., Netschke, A., & Schappert, P. B. (1997). Managing Housekeeping

Operations (2nd Edition). East Lansing MI, AH&LA Educational Institute.

Kasavana, M. L., & Brooks, R. M. (2001). Managing Front Office Operations (7th

edition). 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. 1st edition. Prentice Hall.

Mill, R. C., & Morrison, A. M. (2004). The Tourism System. (3rd Ed.). Kendall/Hunt

Publishing Company.

Moreo, P. J., Sammons, G., & Beck, J. (2002). Front office operations and auditing

Workbook. 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 (10th edition). Pearson Education, Inc.

Rocco, M. A., & Andrew N. V. (2001). Hospitality Today, An Introduction (4th Ed.).

The Educational Institute of the AH & LA, Lansing, Michigan.

Talluri, K., & Van Ryzin, G. (2004). The Theory and Practice on Revenue

Management. Springer Science & Business Media, Inc.

Timm, P. R. (2002). Customer Service: Career Success through Customer

Satisfaction. (2nd Ed.). Prentice Hall.

Yeoman, I. (2000). Revenue Management and Pricing. London: Thomson Publishing.

Yeoman, I., & Ingold, A. (1997). Yield Management; Strategies for the Service Industry.

Cassell, London & New York.

Vallen, G. K., & Vallen, J. J. (2000). Check-In Check-Out (6th Edition). New York,

Prentice Hall.

Zemke, R., & Anderson, K. Delivering Knock Your Socks Off Service. (Knock Your

Socks Off Series), Kristin Anderson

Revistas periódicas Conde Nast Traveler

HOST Study, Smith Travel Research

HOTELS Magazine

Hotel Administration.

Hotel & motel management, Duluth, Minn., Edgell Communications

Lodging Review, Smith Travel Research

Nations Restaurant News Magazine

Tourism Management

Travel & hospitality career directory

Travel Weekly




Evaluación

El esquema de evaluación que se utilizará en este curso es el siguiente:

CRITERIOS A EVALUAR DEL CURSO %

Asistencia y puntualidad 20%

Participación y contribución en clase 30%

Portafolio del curso Tareas semanales Crónica de experiencias Diario Reflexivo

50% 30%10%10%

CRITERIOS A EVALUAR DE LA PRÁCTICA %

Cien (100) horas completadas en el lugar de práctica 50%

Asistencia y puntualidad 10%

Dos evaluaciones del Supervisor de Práctica 20%

Dos evaluaciones del Supervisor de Práctica 10%

Trabajo Final Escrito 10%

NOTA: Las rúbricas a utilizarse para la evaluación de estas actividades se incluyen

al final del módulo.

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 B para evaluar a cada estudiante.

2. Participación y Contribución en clase: Se espera que todo estudiante asista a

clases preparado para discutir los temas del día (lecturas, preguntas asignadas,

diario actualizado, etc.) y que participe activamente en cada taller. El Facilitador

evaluará la participación y contribución de cada estudiante al finalizar el curso




(Anejo B). 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. Portafolio del curso: 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

será evaluado utilizando el Anejo C e incluirá las siguientes partes: a. Tareas semanales: La industria de la hospitalidad es una cambiante día a

día. Los gerentes dentro de esta industria deben ser multitalentosos. A

través de las tares semanales, el estudiante está expuesto a la práctica y a

mantenerse al día en relación a la cambiante industria de la hospitalidad.

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. Deberá

incluir todas las tareas asignadas a través del curso en el portafolio. Los

trabajos deberán ser preparados en el idioma del taller.

b. Crónica de experiencias: El estudiante auto evaluará su experiencia de

práctica a través de la Crónica de experiencias (Anejo D) y entregará el

mismo semanalmente como parte de sus tareas por taller. El mismo se

redactará en el idioma del taller en el cual se va a entregar.

c. Diario reflexivo: El estudiante auto evaluará su experiencia de aprendizaje

en el salón de clases a través del Diario Reflexivo (Apéndice E) y entregará

la misma al finalizar la clase en el idioma del taller.

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. Se recomienda utilizar el tipo de letra Courier en tamaño

doce. El Portafolio debe incluir las siguientes partes:




a. Portada (Anejo F)

b. Tabla de contenido o Índice (Anejo G)

c. Introducción

d. División en cinco talleres. Cada taller deberá incluir:

i) Asignaciones y/o trabajos especiales con las correcciones sugeridas

por el facilitador.

ii) Crónicas de experiencias

iii) Apéndices (material adicional que usted haya utilizado o que el

Facilitador haya entregado en clase).

e. Conclusión

f. Referencias estilo APA




Descripción de las normas del curso 1. La asistencia es obligatoria. El estudiante debe excusarse con el facilitador, si tiene

alguna ausencia y reponer todo trabajo. El facilitador se reserva el derecho de aceptar

la excusa y el trabajo presentado y ajustar la evaluación, según entienda necesario.

2. Las presentaciones orales y actividades especiales no se pueden reponer, si el

estudiante presenta una excusa válida y constatable (Ej. médica o de un tribunal), se

procederá a citarlo para un examen escrito de la actividad a la cual no asistió.

3. Este curso es de naturaleza acelerada y requiere que el estudiante se prepare antes de

cada taller, según especifica el módulo. Se requiere un promedio de 10 horas

semanales para prepararse para cada taller.

4. El estudiante debe someter trabajos de su autoría, por lo tanto, no deberá incurrir en

plagio. Debe dar crédito a cualquier referencia.

5. Si el facilitador realiza algún cambio, deberá discutir los mismos con el estudiante en el

Taller Uno. Además, entregará los acuerdos por escrito a los estudiantes y al

Programa.

6. El facilitador establecerá el medio y proceso de contacto.

7. El uso de teléfonos celulares está prohibido durante los talleres.

8. No está permitido traer niños o familiares en los salones de clases.

9. El estudiante tendrá la oportunidad de aprender tanto a través del español como del

inglés. Los talleres serán facilitados en ambos idiomas en días alternos. Esto significa

que los talleres serán facilitados en un idioma diferente cada semana. Un estudiante

puede interactuar y hacer preguntas en el idioma de su preferencia; pero, en general,

se le solicitará que utilice un solo idioma en trabajos específicos. En cada curso se

utilizará el español y el inglés de forma equilibrada.

10. En trabajos grupales, salvo situaciones excepcionales, se considerará que el mismo se

prepara por todos los integrantes del grupo y serán evaluados por igual.

11. Todo estudiante está sujeto a las normas de comportamiento de la institución y

las que se establezcan en el curso.

12. Los trabajos y asignaciones deberán entregarse en la fecha indicada y en su

totalidad.




Nota: Si por alguna razón no puede acceder las direcciones electrónicas ofrecidas en el módulo, no se limite a ellas. Existen otros “web sites” que podrá utilizar para la búsqueda de la información deseada. Entre ellas están:

• www.google.com

• www.Altavista.com

• www.AskJeeves.com

• www.Excite.com

• www.Pregunta.com

• www.Findarticles.com El facilitador puede realizar cambios a las direcciones electrónicas y/o añadir algunas de ser necesario.




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 educación es intrínsicamente

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.




Study Guide Course Title Advance Internship Hotel Management

Code ITHM 390

Time Length Five Weeks or as applicable Pre-requisite ITHM 250, ITHM 400

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 the pre-requisites ITHM 250, and ITHM 400. 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 110 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.

2. Explore interests and abilities in a variety of fields.

3. Build a solid resume.

4. Make valuable contacts with 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 related real life

experiences.

9. Acquire and apply problem-solving techniques.

10. Experiment with personal skills and competencies, and execute classroom

experiences and theories.

11. Become skilled with the routine procedures and responsibilities of the tourism or

hospitality site.

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.

Text Harris, K. J. (2006). Hospitality Management Internship. Pearson Education, Inc. Upper

Saddle River, New Jersey.

References and Supplementary Materials

Braksick, L. W. (2000). Unlock behavior, unleash profits: how your leadership behavior can

unlock the profitability of your organization. New York: McGraw hill.

Brindle, M. (2000). Managing power through lateral networking. Westport, Conn.: Quorum.

Covey, S. (1989). Los 7 Hábitos para personas Altamente Efectivas, Ediciones Paidós

Ibérica S.A.

Cross, R.G. (1997). Revenue Management; Hard-Core Tactics for Marketing

Domination. Broadway Books, New York.

Davis, K. & Newstrom, J. W. (2003). Comportamiento Humano en el Trabajo (11th edition).

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. John Wiley & Sons, Inc.

Greenberg, J., & Baron, R. A. (2003). Behavior in Organizations: Understanding and

Managing the Human Side of Work (8th edition). Prentice Hall.

Greenberg, J., & Baron, R. A. (2003). Behavior in Organizations (8th edition). 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.

Kappa, M. M., Netschke, A., & Schappert, P. B. (1997). Managing Housekeeping

Operations (2nd Edition). East Lansing MI, AH&LA Educational Institute.

Kasavana, M. L., & Brooks, R. M. (2001). Managing Front Office Operations (7th

edition). 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. 1st edition. Prentice Hall.

Mill, R. C., & Morrison, A. M. (2004). The Tourism System. (3rd Ed.). Kendall/Hunt

Publishing Company.

Moreo, P. J., Sammons, G., & Beck, J. (2002). Front office operations and auditing

Workbook. 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 (10th edition). Pearson Education, Inc.

Rocco, M. A., & Andrew N. V. (2001). Hospitality Today, An Introduction (4th Ed.).

The Educational Institute of the AH & LA, Lansing, Michigan.

Talluri, K., & Van Ryzin, G. (2004). The Theory and Practice on Revenue




Management. Springer Science & Business Media, Inc.

Timm, P. R. (2002). Customer Service: Career Success through Customer

Satisfaction. (2nd Ed.). Prentice Hall.

Yeoman, I. (2000). Revenue Management and Pricing. London: Thomson Publishing.

Yeoman, I., & Ingold, A. (1997). Yield Management; Strategies for the Service Industry.

Cassell, London & New York.

Vallen, G. K., & Vallen, J. J. (2000). Check-In Check-Out (6th Edition). New York,

Prentice Hall.

Zemke, R., & Anderson, K. Delivering Knock Your Socks Off Service. (Knock Your

Socks Off Series), Kristin Anderson

Periodicals Conde Nast Traveler

HOST Study, Smith Travel Research

HOTELS Magazine

Hotel Administration.

Hotel & motel management, Duluth, Minn., Edgell Communications

Lodging Review, Smith Travel Research

Nations Restaurant News Magazine

Tourism Management

Travel & hospitality career directory

Travel Weekly




Evaluation Students in this course will be evaluated as follows:

CRITERIA TO EVALUATE THE COURSE %

Attendance and punctuality 20%

Class participation and contribution 30%

Course Portfolio Weekly assignments Experiences chronicles Daily journal

50% 30%10%10%

CRITERIA TO EVALUATE THE INTERNSHIP %

One hundred (100) hours completed in the on site internship 50%

Attendance and punctuality 10%

Two Internship Supervisor evaluations 20%

Two Internship Facilitator evaluations 10%

Final written paper 10%

NOTE: The rubrics to be used for these evaluations are included at the end of the module.

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 B.

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. They 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. 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 class, and 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 (Appendix C), and it should include the following sections:

a. Weekly Assignments: Every student must include in the portfolio a copy of the

assignments required throughout this module. Every student must bring all

written assignments to class. The Facilitator will return the assignments in the

next class, so that the student may revise, correct or improve these assignments,

based on Facilitator’s comments and what was learned in class. You should

include in the portfolio all the assignments include in the module. Assignments

must be prepared in the language of the workshop.

b. Chronicle of Experiences: The students will self-assess their internship

experience through the Chronicle of Experiences (Appendix D). The student will

complete and turn it in to the Facilitator at the end of the workshop in the

workshop language.

c. Daily Journal: The student will self-assess his/her participation through the Daily

Journal (Appendix E). The student will complete and turn it in to the Facilitator at

the end of the workshop. One-minute paper should be answer in the workshop

language.

The Course Portfolio should be turned in the last week of class. However, the students

should begin preparing the portfolio, as the course develops; to avoid accumulating work

unnecessarily. The appearance of the portfolio is important; it must be well organized

and professionally prepared. It must include all of the sections explained above, with

appropriate labeling. Use Courier New, Size 12. It should include the following parts:

a. Front Cover (Appendix F)

b. Table of Content or Index (Appendix G)

c. Introduction

d. Division in five workshops. Each division should include the following parts:




i. Weekly assignments and/or special work with the corrections

suggested by the facilitator.

ii. Chronicles of Experiences

iii. Daily journal

iv. Appendixes (additional material that you have used or that the

Facilitator handles in class).

e. Conclusion

f. References APA style




Description of course policies 1. Attendance at all class sessions is mandatory. If the Facilitator excuses an

absence, the student must make up for all presentations, papers, or other

assignments due on the date of the absence. The Facilitator will have the final

decision on approval of absences. He/she reserves the right to accept or reject

assignments past due, and to adjust the student’s grade accordingly.

2. Oral presentations and special activities cannot be remade. If the student provides a

valid and verifiable excuse (Ex. medical or from a court), he/she will be summoned

for a written test on the activity in which he/she did not attend.

3. 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 at least ten hours of preparation.

4. 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.

5. If the Facilitator makes changes to the study guide, such changes should be

discussed with the students during the first workshop. Changes agreed upon

should be indicated in writing and given to the students and to the program

administrator.

6. The facilitator will establish the means and way of contact with the students.

7. The use of cellular phones is prohibited during sessions.

8. Children or family members are not allowed to the classrooms.

9. Workshops will be facilitated in English and Spanish in alternate days, in keeping

with the format established in this module. Students may interact and ask questions

in the language of their preference, but generally it is expected that they use the

language of the specific assignment. Each course will have an equal balance of

Spanish and English usage.

10. All students are subject to the policies regarding behavior in the university

community established by the institution and in this course.




11. In group works, except under exceptional circumstances, it will be considered

that all the members of the group perform work and thus they will be evaluated

equally.

12. The written works and assignments will be turned on that assigned date in their

entirety.

Note: If for any reason you can not access the URL’s presented in the module, do not limit your investigation. There are many search engines you can use for your search. Here are some of them:

• www.google.com

• www.Altavista.com

• www.AskJeeves.com

• www.Excite.com

• www.Pregunta.com

• www.Findarticles.com The facilitator may make changes and add additional web resources if deemed necessary.




Teaching Philosophy and Methodology This course is grounded in the learning theory of Constructivism. Constructivism is a

philosophy of learning founded on the premise that, by reflecting on our experiences, we

construct our own understanding of the world in which we live.

Each of us generates our own “rules” and “mental models,” which we use to make

sense of our experiences. Learning, therefore, is simply the process of adjusting our

mental models to accommodate new experiences. As teachers, our focus is on making

connections between facts and fostering new understanding in students. We will also

attempt to tailor our teaching strategies to student responses and encourage students to

analyze, interpret and predict information.

There are several guiding principles of constructivism:

1. Learning is a search for meaning. Therefore, learning must start with the issues

around which students are actively trying to construct meaning.

2. Meaning requires understanding wholes as well as parts. And parts must be

understood in the context of wholes. Therefore, the learning process focuses on

primary concepts, not isolated facts.

3. In order to teach well, we must understand the mental models that students use to

perceive the world and the assumptions they make to support those models.

4. The purpose of learning is for an individual to construct his or her own meaning, not

just memorize the "right" answers and regurgitate someone else's meaning. Since

education is inherently interdisciplinary, the only valuable way to measure learning is

to make the assessment part of the learning process, ensuring it provides students

with information on the quality of their learning.

5. Evaluation should serve as a self-analysis tool.

6. Provide tools and environments that help learners interpret the multiple perspectives

of the world.

7. Learning should be internally controlled and mediated by the learner.




Workshop One Specific Objectives At the end of this workshop, the students:

1. Identify the role of the Sales and Advertising in the lodging area within the hospitality

industry.

2. Analyze the use and benefits of the print media in the lodging area within the

hospitality industry.

3. Create a print media ad for a hotel segment within the hospitality industry.

URLs

Advertising Agency & Print Media

http://en.wikipedia.org/wiki/Advertising_agency

http://www.museum.tv/archives/etv/A/htmlA/advertisinga/advertisinga.htm

http://www.mediabuyerplanner.com/print/

http://en.wikipedia.org/wiki/Newspaper

http://en.wikipedia.org/wiki/Magazines

http://www.adflip.com/

http://www.vw.com.ve/Publicidad/

http://www.elmundo.es/especiales/2004/11/comunicacion/publicidad/papel/2.html

http://www.sideroad.com/Marketing/print_ads.html

http://www.entrepreneur.com/article/0,4621,300275,00.html

http://www.umich.edu/news/?Releases/2004/Feb04/r022504

Advertising Age Magazine

http://adage.com

American Marketing Association

www.ama.org

Articles and Publications on Customer Service

www.members.aol.com/legendaryserv/page10.htm

Marketing Research

http://www.marketing-xxi.com/concepto-de-investigacion-de-mercados-23.htm

http://www.consumerpsychologist.com/#Research




Assignments before Workshop One 1. Read carefully the module and the internship manual; bring your doubts and

concerns to discuss them in class.

2. Corroborate that you have completed all the necessary internship’s documents.

3. Complete the Chronicles of Experiences (Appendix D), and turn it to the facilitator at

the end of the class.

4. 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 is so important a job description for any

position, and how this description is developed. Bring your findings to discuss them

in class. 5. 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. 6. Select a brochure or flyer from the hotel and re-design it, based on the same

objective and audience of the original commercial. Explain in detail why you re-

designed it that way. The facilitator will use the rubric an Appendix H to evaluate this

exercise.

7. 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 H to evaluate this assignment.

Activities 1. The students will share their findings on their Chronicle of Experiences.

2. The Facilitator and the students will share an icebreaker activity to introduce

themselves.

3. The Facilitator would explain the importance of the Student Representative and the

group will choose a candidate to represent them.

4. The Facilitator would explain in detail the class module, and will answer any

questions or doubts from the students regarding the class or the internship.




5. The Facilitator would confirm that the students have completed all the internship

documents.

6. The students will share their findings on their Chronicle of Experiences.

7. Discussion of the sales, marketing or publicity manager’s interview made by the

students.

8. 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.

9. The students will present their re-design flyers or brochures from the hotel and

explain why they design is better than the original.

10. The students will present their design of the hotel’s product they choose for a

newspaper, and explain the importance of a good ad.

11. The Facilitator will explain assignments for the next workshop.

Assessment The students will complete the Daily Journal (Appendix E) to discuss and turn it at the end

of the class.




Taller Dos Objetivos Específicos Al finalizar el Taller Tres, el estudiante:

1. Analizará la naturaleza del liderazgo basado en comportamientos, roles y

habilidades que se combinan para formar los diferentes estilos de liderazgo.

2. Relacionará el concepto apoderamiento en el trabajo con el concepto de

participación y su funcionamiento.

3. Analizará la relación entre rendimiento y satisfacción.

4. Identificará diferentes estudios o métodos de conocer el grado de satisfacción en los

empleados.

Direcciones Electrónicas Apoderamiento (“Empowerment”)

http://www.google.com/search?hl=en&lr=&defl=en&q=define:empowerment&sa=X&oi=glos

sary_definition&ct=title

http://www.google.com/search?q=define:empowerment&hl=en&lr=&oi=definel&defl=es

http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/empowerment.htm

Liderazgo

http://www.google.com/search?hl=en&lr=&defl=es&q=define:LIDERAZGO&sa=X&oi=gloss

ary_definition&ct=title

http://www.psicopedagogia.com/definicion/liderazgo

http://www.definicion.org/liderazgo

http://www.geocities.com/amirhali/_fpclass/liderazgo.htm

http://www.rrppnet.com.ar/liderazgo1.htm

Satisfacción en el trabajo

http://www.monografias.com/trabajos10/sala/sala.shtml

http://www.mentespositivas.com.ar/28satisfaccion.htm

http://www.rrhhmagazine.com/betterbeyourself/estudio2.htm

Cuestionarios satisfacción de empleados en el trabajo

http://www.questionpro.com/akira/showLibrary.do?mode=1&categoryID=2

http://www.pearsonncs.com/survey/ess.htm

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 Dos 1. Complete la Crónica de Experiencias (Apéndice D) y entregue la misma la finalizar

el taller.

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 no

menos de tres páginas donde opine sobre la importancia de ser un líder como

característica escencial 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.

6. 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.




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 opinion 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.

Actividad de avalúo Los estudiantes completarán el Diario Reflexivo (Anejo E) para discutir y entregar al finalizar la

clase.




Workshop Three

Specific Objectives At the end of the workshop, the students will be able to:

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.

URLs Cultural Diversity

http://www.google.com/search?hl=en&lr=&defl=en&q=define:Cultural+diversity&sa=X&oi=gl

ossary_definition&ct=title

http://encyclopedia.laborlawtalk.com/Cultural_diversity

http://en.wikipedia.org/wiki/Cultural_diversity

Definition of culture

http://www.google.com/search?hl=en&lr=&defl=en&q=define:culture&sa=X&oi=glossary_de

finition&ct=title

http://www.umanitoba.ca/faculties/arts/anthropology/courses/122/module1/culture.html

http://www.wsu.edu/gened/learn-modules/top_culture/culture-definition.html

http://www.alliance.brown.edu/tdl/diversitykitpdfs/dk_cul4-30.pdf

Job motivation

http://www.accel-team.com/motivation/index.html

www.sht.com.ar/archivo/liderazgo/motivacion.htm

www.itlp.edu.mx/publica/boletines/ anteriores/b191/motivacion8.htm

www.gestiopolis.com/canales2/rrhh/1/motcomporg.htm

www.euroresidentes.com/libros/motivacion.htm

www.esmas.com/negocios/bolsadetrabajo/303021.html

Assignments before Workshop Three 1. Complete the Chronicles of Experiences (Appendix D), and turn it to the facilitator at

the end of the class.




2. 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 within the hotel

industry will help your company to deal with cultural diversity among its employees?

What are the essential characteristics a manager should posses in order to be

successful in his/her career within the hotel industry (mention and explain them).

3. Following the employee and manager’s role perception, answer the following

statements:

a. How 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 J.

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 the study group, the students will share their investigation on cultural diversity and

status in their Internship on site. Each group will get consensus on what are the

essential characteristics a manager should posses in order to be successful in

his/her career within the hotel industry and explain them to the rest of the group.

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”.

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 J.

5. The Facilitator will explain the assignments for the next workshop.




Assessment The students will complete the Daily Journal (Appendix E) to discuss and turn it at the end

of the class.




Taller Cuatro Objetivos Específicos Al finalizar el Taller, el estudiante podrá:

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.

Direcciones Electrónicas

Reclutamiento y Selección de personal

http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/recluch.htm

http://www.gestiopolis.com/canales5/ger/eproselec.htm

http://html.rincondelvago.com/administracion-de-personal_capacitacion.html

http://www.uaca.ac.cr/acta/1996may/lmartinz.htm

http://www.redtelework.com/PopUP_ImprimeNota.asp?IDNOTA=12485&Tipo=Actualidad

Entrevistas de trabajo

http://tau.uab.es/~cee/Feina/Curriculum/pwc.pdf

http://www.ideasapiens.com/portal/Consejos/consej_%20entr._%20trabajo.htm

http://contenido.monster.es/estrategias/entrevistas/entrev_perf/

http://www.esmas.com/negocios/bolsadetrabajo/303052.html

Tareas a realizar antes del Taller Cuatro 1. Complete la Crónica de Experiencias (Apéndice D) y entregue la misma la finalizar

el taller.

2. Lea e investigue sobre las ventajas y desventajas del reclutamiento interno y

externo utilizando el tópico Managing Human Resources del libro de referencia

Managing front office operations de los autores Kasavana & Brooks o en las

direcciones electrónicas dadas. 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. Crear 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 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. Escriba un ensayo (no menos de dos páginas, Arial 12, 1.5 espacios) donde

expliques cómo puedes, como 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 I.

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. El Facilitador dividirá la clase en grupos de 5 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.

4. 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.

5. El facilitador discutirá las tareas asignadas para el próximo taller.

Actividad de avalúo Los estudiantes completarán el Diario Reflexivo (Anejo E) para discutir y entregar al finalizar la

clase.




Workshop Five

Note: This is a bilingual workshop. Both, assignments before workshop and activites, will be conducted in both languages, English and Spanish.

Specific Objectives At the end of the workshop, the students will be able to:

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 within a hotel.

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.

URLs Hospitality News

www.hotel-online.com

American Hotel and Lodging Association

www.ahla.com

Hotel resources and information

www.hotelresource.com

Hotel management systems

www.micros.com/products/hotels/hotel_management

Assignments before Workshop Five 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 use for this purpose to discuss in class in English.

4. In a short conclusion in English, identity the tools managers use to track and control

reservations availability.




Activities 1. The students will share their findings of the basic functions and procedures of the

Front Office of their internship site. This activity will be conducted in Spanish.

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 Assesstment.

Assessment The students will complete the Recap activity: “The Five Minute Essay” (Appendix K) in

English.




Anejo A

“Política de Honestidad Académica”

Introducción El Sistema Universitario Ana G. Méndez está comprometido a consolidar su posición e imagen como una comunidad de aprendizaje de alta calidad, centrada en el ser humano1 por lo que promueve un ambiente de total honestidad e integridad intelectual y académica. Es importante que el estudiante muestre respeto a los estándares institucionales, por lo que se espera que sólo tome crédito por trabajo realizado por sí mismo. No se tolerarán ni se aceptarán bajo ninguna circunstancia actos deshonestos y no éticos en el Sistema.

Definiciones El Sistema Universitario Ana G. Méndez considera deshonestidad académica lo siguiente:

• Fraude en pruebas académicas y falta de honradez (Reglamento de Estudiantes: Artículo VII)

o Hablar con otros estudiantes durante el periodo de examen o Utilizar o circular cualquier material impreso en el periodo de examen.

• Plagio total o parcial (Manual de Normas Académicas y Administrativas: Capítulo XII)

o Copiar información de otra persona y hacerla pasar como propia. Copia directa, sin entrecomillar ni anotar, de párrafos, frases, una

frase suelta o partes significativas de una frase Paráfrasis o el resumen de un fragmento sin mencionar, mediante

nota o cualquier otro procedimiento, su fuente o procedencia El uso de una idea previamente publicada, por cualquier medio, sin

referencia a su autor o procedencia • Falsificación (Reglamento de Estudiantes: Artículo VII)

o Alterar la identificación estudiantil, calificaciones, expedientes y cualquier otro documento oficial.

Procedimientos a seguir en casos de Deshonestidad Académica Las faltas antes mencionadas serán consideradas como faltas graves. El Reglamento de Estudiantes: Artículo XIII define una falta grave como aquella que “cometiera un estudiante que afecte adversamente el orden institucional, y requiera una sanción mayor que una reprimenda o medidas correctivas”. En caso de que el estudiante incurra en alguna falta de honestidad académica se tomarán las medidas presentadas en el Reglamento de Estudiantes (Artículo VIII)

1 Visión SUAGM 2005




• Un Consejo de Disciplina analizará el caso. En el campus principal este Consejo estará compuesto por dos representantes del área administrativa (Directores), dos del área académica (Profesores) y uno del área estudiantil (miembros de alguna organización estudiantil). En los Centros Universitarios estará compuesto por un representante del área administrativa, uno del área académica y uno del área estudiantil.

• El Vicerrector de Asuntos Estudiantiles podrá iniciar una investigación previa de hechos y recibir un informe oral de un miembro del profesorado, oficial, empleado o estudiante de la Institución, sobre cualquier acto cometido que se considere una falta grave.

• El proceso disciplinario se iniciará con la radicación oral o escrita de la queja por el Vicerrector de Asuntos Estudiantiles ante el Presidente del Consejo con copia de la notificación escrita o informe oral al estudiante afectado.

• El Vicerrector podrá suspender provisionalmente al estudiante afectado, pero esta suspensión no excederá de veinte (20) días laborables.

• El Presidente del Consejo convocará una reunión no más tarde del quinto día laborable, luego de la radicación de la queja, para informar a los miembros de la misma.

• El Consejo celebrará una vista administrativa en presencia del estudiante (s) afectado (s). El estudiante podrá asistir con un abogado, pero se advertirá que la vista no será gobernada por procedimientos o normas de evidencia aplicables a vistas judiciales. En dicha vista el Vicerrector de Asuntos Estudiantiles y/o su representación legal presentarán toda la evidencia obtenida. El estudiante tendrá oportunidad de confrontar dicha evidencia y ofrecer otro tipo de prueba. Una vez finalizada la vista, el Consejo tomará una determinación y se le notificará por escrito al Rector, quien a su vez notificará al estudiante. El estudiante podrá apelar la determinación ante el Consejo en el término establecido.

• El Presidente del Consejo notificará al estudiante y al Vicerrector de Asuntos Estudiantiles la determinación final del Consejo de Disciplina. En caso de que no se prueba la comisión de la falta se archivará el expediente.

Sanciones (Artículo VIII) El Consejo de Disciplina podrá imponer una o más de las siguientes sanciones:

• Amonestación escrita. • Establecer un periodo probatorio por un tiempo definido. • Suspensión de asistencia a todas o algunas de las clases por un término de tiempo

establecido. • Suspensión de todos o algunos de los derechos como estudiante por un término fijo,

dentro del semestre en curso. • Suspensión por el semestre en curso. • Suspensión por el año académico en curso o un término mayor. • Expulsión de la Institución.




Appendix A Academic Honesty Policy

Philosophy No aspect of the College is of greater importance than the maintenance of the highest level of academic honesty and integrity. Faculty members, by the character of their private and professional lives, help to set standards which students will emulate. Most specifically, the tone which they set in their individual courses can help to establish an atmosphere in which probity and honesty are taken for granted. Such an atmosphere as a pre-condition for generating, evaluating and discussing ideas, activities which guarantee the pursuit of truth and which are at the very heart of academic life. Definitions of Academic Dishonesty Procedure for Handling Cases of Academic Dishonesty Penalties Appeal Definitions of Academic Dishonesty Claiming others’ ideas as one’s own, failing to acknowledge their ideas, and engaging in other unethical practices that seriously disrupt the pursuit of truth constitute academic dishonesty, which has no place in the academy and will not be tolerated at SUAGM. The system defines these three forms of academic dishonesty as follows: ♦ Cheating, includes but is not limited to such in-class behaviors as copying from other

students, use of books, notes or other devices not explicitly permitted and communication of answers or parts of answers during an examination.

♦ Plagiarism usually occurs in the case of reports or papers prepared outside the

classroom. Plagiarism has been committed whenever a student submits as his or her own work any material taken from others—whether printed, electronic or oral; whether quoted directly or paraphrased—without proper acknowledgment and documentation. Copying the work of other students, whether in hard copy or electronic form, is included in this definition. Faculty members should indicate clearly to their classes which style of documentation is to be used of citing printed, oral and electronic sources, the sixth edition of the MLA Handbook for Writers of Research Papers (2003) is one source of instruction on how to cite both traditional documents and material taken from such electronic sources as the World Wide Web.

While most college students understand what plagiarism is and have learned how to document properly in high school, plagiarism is sometimes unconscious or unintended. Students who feel that they do not possess good bibliographic and citation skills should speak with their professors prior to submitting written work. Ignorance may not be an excuse for violating the College rules banning plagiarism. When instructors permit collaboration between students in the preparation of reports, papers or other assignments, they should make clear to students just how mucho




collaboration is permitted and whether or how credits is to be given for each person contributing to the project. Students who knowingly allow others to copy their work, either in or outside of class, will be subject to the same penalties for plagiarism and cheating as those defined above.

♦ Other kind of dishonest academic behavior include but are not limited to the following: falsifying or forging excuses for absence from class of for failures to complete assignments; forging the signature of an academic advisor’ mutilating library materials; and submitting a paper (or two papers that are substantially the same) for credit in two different courses without prior agreement of the instructors involved. Faculty members who become aware of other forms of dishonesty that they deem directly related to academic performance should consult about whether to press charges with the person designated by the Office of Academic Affairs to serve as the academic honesty officer.

Procedure for Handling Cases of Academic Dishonesty When a faculty member has evidence of dishonesty academic behavior, above, he or she shall immediately speak with the student regarding the evidence. If after this conversation the faculty member has found evidence that the student has knowingly or with culpable negligence committed an act of academic dishonesty, he or she shall first so inform the student and than file a formal charge, the faculty member will provide the evidence that substantiates it to the academic honesty officer. Other members of the college community—staff or students—who become aware of dishonest behavior as defined above should consult with the academic honesty officer about whether and/or how to press charges. When the Office of Academic Affairs has received the formal charge from the faculty member, the academic honesty officer will schedule a meeting with the student and discuss both the charge and the evidence. If the academic honesty officer concurs that the student has committed the offense, he or she shall inform the student of the penalty in writing. Penalties When the first offence is related to an academic assignment—as in the cases of plagiarism, cheating and submitting the same paper twice without permission—the minimum penalty for the first offense shall be a zero for the work in question. The maximum penalty shall be failure in the course of courses concerned. When the first offense is directly related to academic conduct but not to a specific assignment—as in the case of forging a signature—an appropriate penalty will be determined by the academic honesty officer. In either case, any additional offenses which have not yet been reported and evaluated may be brought up at that time by the student for simultaneously evaluation. Penalties for these additional violations will not be more severe than those for a first offense.




If a student has been previously found guilty of academic dishonesty, any subsequent finding of academic dishonesty shall result in a failure for any course directly concerned and also in suspension from the College for a term determined by the academic honesty officer. If a student has been cleared of charges of academic dishonesty, no records regarding the case will be place in the student’s file. Appeal The student charged may ask for a review of the accusation, the evidence upon which it was base, or the penalty within two weeks after he or she has been notified of the respective charge or penalty. The Vice President for Academic Affairs and Dean of Faculty, the chair of the division concerned, and a faculty member nominated by the student shall constitute the Review Board. The board’s decision is final.




Anejo B RÚBRICA PARA EVALUACIÓN DE ASISTENCIA Y PARTICIPACIÓN EN CLASE

NOMBRE: __________________________ NOTA FINAL _____________ FECHA: ____________________________ Asistencia y puntualidad: ______% _____ 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= No faltó ni llegó tarde a los talleres

Aportación a la clase:______% 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. Contribuye frecuentemente a las discusiones en clase.

2. Demuestra interés en las discusiones en clase.

3. Contesta preguntas del facilitador y sus compañeros.

4. Formula preguntas pertinentes al tema de la clase.

5. Viene preparado (a) a clase.

6. Contribuye a la clase con material e información adicional.

7. Presenta argumentos fundamentados en las lecturas y trabajos de la clase

8. Demuestra atención y apertura a los puntos y argumentos de sus compañeros.

9. Contesta preguntas y planteamientos de sus compañeros.

10. Demuestra iniciativa y creatividad en las actividades de clase.

Comentarios: _____________________________________________________________

________________________________________________________________________




Appendix B

RUBRIC TO EVALUATE ATTENDANCE AND CLASS PARTICIPATION NAME: __________________________ FINAL GRADE ____________ DATE: __________________________ Attendance and Punctuality: ______% _____ 0= Absent in 4 or more workshops or absent in 3 workshops and was late in 2 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 3 workshops

_____ 4= Attended all workshops but was late in 1 or 2 workshops

_____ 5= Perfect attendance

Class Participation: ______% 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. Contributes frequently to class discussion.

2. Demonstrates interest in class discussion.

3. Answers questions made by the facilitators and classmates.

4. Asks questions pertinent to the class subject.

5. Arrives prepared to class.

6. Contributes to class with additional material and information.

7. Presents arguments based on class lecture and work.

8. Demonstrates attention and opening towards arguments from classmates.

9. Answers questions and expositions from classmates.

10. Demonstrates initiative and creativity in class activities.

Comments: _____________________________________________________________

________________________________________________________________________




Anejo C DOCUMENTO PARA LA EVALUACIÓN DEL PORTAFOLIO

NOMBRE________________________ FECHA _____________________

Criterio a evaluarse Puntuación asignada

Puntuación obtenida

Puntualidad: Entrega en la fecha asignada 5 %

Presentación: Usa estilo de redacción recomendado,

escritura, acentuación

10 %

Organización de los temas trabajados: Secuencia y

ordenamiento

10 %

Dominio de los conceptos: Sustenta lo planteado con

referencias correctamente citadas en el texto.

15 %

Profundidad de las ideas: Establece los planteamientos

con el alcance adecuado.

15 %

Originalidad: Trata el tema de manera única,

diferenciándose de sus compañeros.

10 %

Amplía los conceptos con ideas nuevas: Actualiza con

referencias recientes.

15 %

Corrige errores: Vigila la redacción, evita los errores

tipográficos mediante uso del corrector computadorizado.

10 %

Evidencia con eferencias: Cita correctamente en el texto y

en la bibliografía usando el estilo APA de redacción.

10 %

Total de puntos acumulados 100 %




Appendix C

DOCUMENT FOR PORTFOLIO EVALUATION

NAME________________________ DATE _______________________

Criteria to be evaluated Assigned proportion

Obtained grade

Timeliness: Handed in at the assigned date and time 5 %

Presentation: Uses suggested writing style (APA style),

writing structure, punctuation

10 %

Organization of the presented works: Ordering and

sequencing

10 %

Concept mastery: Applies the concepts learned during the

course, using references correctly quoted in the written text

15 %

Depth of ideas: Establishes arguments and statesmen’s

within the expected spectrum of ideas for a college student

15 %

Originality: Works the portfolio in a unique manner,

differentiating this work from that of the rest of the group

10 %

Broadens concepts: Presented with new ideas, updating

them with new references

15 %

Corrects mistakes: Correct writing strategies, avoiding

typographical errors by using the computer spell-check

10 %

Presents evidence through updated references, using APA

style

10 %

Total of accumulated points 100 %




Anejo D

Crónica de experiencias 1. Redacte semanalmente una Crónica de experiencias (no menos de 2 (dos) páginas,

Courier 12, 1.5 espacios) en donde usted:

a. Resuma sus experiencias en el centro de práctica,

b. Explique en detalle sus deberes y responsabilidades,

c. De ejemplos de cómo aplicó las teorías aprendidas en el salón de clases en

relación a experiencias o situaciones en el centro de práctica,

d. Conteste las siguientes preguntas:

i. ¿Tuvo la oportunidad de resolver problemas o situaciones en el

centro de práctica?

ii. sino tuvo dicha oportunidad, ¿cómo usted hubiese resuelto dicha

situación o problema?

e. Evalúe su experiencia de práctica durante la semana.




Appendix D

Chronicle of Experiences 1. Write a weekly Chronicle of Experiences (no less than 2 (two) pages, Courier 12, 1.5

spaces) in which you are going to:

a. Summarize your internship’s work experiences,

b. Explain in details your duties and responsibilities,

c. Give examples of how you apply what you learned in the classroom over

your internship’s on site experiences or situations,

d. Answer the following questions:

i. Did you have the opportunity to solve problems?

ii. If not, how would you handle the given situation?

e. How you evaluate your internship experience this week?




Anejo E 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. Luego de concluido cada taller, usted deberá reflexionar sobre lo presentado en el y contestará las preguntas que aparecen a continuación, analizando los trabajos de ese día. El análisis de cada taller será incluido como parte de los trabajos de su portafolio.

1. Hoy aprendí….

2. Los temas presentado en clase me ayudan a……

3. Puedo aplicar lo discutido en la clase a mi vida profesional o a otras experiencias personales…




Appendix E

Daily Journal Name ____________________________

Date ____________________________

The purpose of this journal is to be able to reflect on the significance of this course.

You should draw on your own experiences for examples of the ideas you are studying. You can also speculate about how you might apply what you are learning in class. This process will help in your self-analysis. At the end of each workshop, you should reflect on the topics presented and answer the following guide questions. This analysis will be included in your portfolio.

1. Today I learned ….

2. The topic presented in class today helps me to ……

3. I can apply what was presented in class today to some aspects of my professional development or to any other experiences …




Appendix F

Academic Portfolio

by

Your name

A Recompilation of Work Submitted to Ana G. Méndez University System, School for Professional Studies,

Universidad del Este In Partial Fulfillment of the Requirements

For the Completion of Course ITHM 390,Advance Internship

Universidad del Este 2006




Appendix G

Table of Contents

Page

Introduction ..............................................1

xxxxxxxx...................................................1

xxxxxxx...................................................12

xxxxxxxxxxxxxxxxxxxx......................................12

xxxxxxxxxx................................................37

xxxxxxxxx.................................................37

xxxxxxxxxxx...............................................46

xxxxxxxxxxxxxx............................................47

xxxxxxxxxxxxx.............................................xx

xxxxxxxxx.................................................xx

Summary...................................................xx

References................................................xx

Appendixes

A xxxxxxx........................................xx

B xxxxxxxx.......................................xx

C xxxx...........................................xx

D xxxxxxxxxxxxxxxx...............................xx




Appendix H

RÚBRICA 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: _________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________




Appendix H

RUBRIC TO EVALUATE AD COMMERCIALS & DRAWINGS

NAME: _________________________ FINAL GRADE: ___________________ DATE:____________________________ TITLE: _____________________ 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. 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: _________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________




Anejo I RÚBRICA 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. El escrito es claro, enfocado e interesante.

2. Identifica el propósito, los objetivos e ideas principales que se incluyen en el escrito.

3. La presentación de las ideas es organizada y coherente y puede seguirse con facilidad.

4. El escrito incluye todas las partes o elementos del tema o tarea asignada de manera directa y apropiada.

5. El autor demuestra dominio del tema o materia de la presentación al explicar con propiedad el contenido y no incurrir en errores.

6. Las ideas y argumentos de la presentación están bien fundamentadas en los recursos presentados, consultados o discutidos en clase.

7. El resumen de los puntos principales y/o la presentación de las conclusiones es claro y apropiado.

8. Se cumplieron los objetivos o propósitos anunciados en la introducción.

9. El punto de vista del autor se presenta de manera clara, contundente y bien fundamentada.

10. El escrito demuestra sustancia, lógica y originalidad.

11. Se utiliza un lenguaje apropiado con corrección sintáctica y gramatical.

12. Utiliza vocabulario preciso, correcto y apropiado.

13. Contiene oraciones y párrafos bien construidos que facilitan la lectura y comprensión del escrito.

14. El escrito está bien editado y presentado.

Comentarios: __________________________________________________________________________________________________________________________________________________________________________________________________________________




Appendix I RUBRIC TO EVALUATE WRITTEN PAPERS

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. The paper is clear, focused and interesting.

2. Identifies purpose, objectives and principal ideas included in the paper.

3. Presentation of ideas is organized, coherent and can be easily followed.

4. The paper includes all parts or elements of the assigned theme or task in a direct and appropriate manner.

5. The author demonstrates mastery of the presentation theme or matter, as it properly explains content and does not incur in mistakes.

6. The presentation ideas and arguments are based in sources presented, consulted or discussed in class.

7. The summary of principal points and/or the presentation of conclusions are clear and appropriate.

8. Fulfilled the objectives or purpose set in the introduction.

9. The author presents his point of view in a clear, convincing and well-based manner.

10. The paper demonstrates substance, logic and originality.

11. Utilizes appropriate language with grammatical and syntactical correction.

12. Utilizes precise, correct and appropriate vocabulary.

13. Contains well-constructed sentences and paragraphs that facilitate lecture and comprehension.

14. The paper is well edited and presented. Comments: __________________________________________________________________________________________________________________________________________________________________________________________________________________




Anejo J

RÚBRICA DE 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 Realiza una introducción efectiva del tema. Identifica el propósito, los objetivos e ideas

principales que se incluyen en la presentación.

La presentación es organizada y coherente y puede seguirse con facilidad.

El presentador demuestra dominio del tema o materia de la presentación al explicar con propiedad el contenido y no incurrir en errores.

Las ideas y argumentos de la presentación están bien fundamentados en los recursos presentados, consultados o discutidos en clase.

Se utiliza un lenguaje apropiado con corrección sintáctica y gramatical.

El resumen de los puntos principales y/o la presentación de las conclusiones es claro y apropiado.

Se cumplen los objetivos o propósitos anunciados en la introducción.

La presentación es interesante y amena. La presentación demuestra creatividad. Dicción clara, sin muletillas o barbarismos y tono adecuado.

Proyección efectiva, postura corporal adecuada, y manejo de la audiencia.

Capta la atención e interés de la audiencia y/o promueve su participación, según aplique.

Uso efectivo de la tecnología, ayudas visuales, drama o ejercicios de acuerdo al ejercicio y el tema presentado, según aplique

Cumple con el tiempo asignado; no se extiende demasiado ni es demasiado breve.

Comentarios: ________________________________________________________________ ________________________________________________________________




Appendix J RUBRIC TO EVALUATE ORAL PRESENTATIONS

NAME:__________________________ FINAL GRADE: ___________________ DATE:____________________________ TITLE: ________________________ 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/APerforms an effective introduction of the theme to be discussed.

Identifies purpose, objectives and principal ideas included in the presentation.

Presentation is organized, coherent and can be easily followed.

The presenter demonstrated mastery of the theme or matter of the presentation by properly explaining content and not making mistakes.

The presentation ideas and arguments are based in sources presented, consulted or discussed in class.

Utilized appropriate language with syntactical and grammatical correction.

The summary of principal points and/or the presentation of conclusions are clear and appropriate.

Fulfilled the objectives or purpose set in the introduction.

The presentation is interesting and entertaining.

The presentation demonstrates creativity. Clear diction, without pet phrases, barbarisms and with adequate tone.

Effective projection, adequate body posture and audience management.

Captures audience attention and interest and/or promotes participation, depending on which applies.

Effective use of technology, visual aids, drama or exercises depending on the theme or exercise presented.

Complies with assigned time; not too lengthy or too brief.

Comments: ________________________________________________________________ ________________________________________________________________




Appendix K 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:

• What are the important points that you learned during the course?

• What points are you unclear about or do you still have concerns about?

The essays will be read to the rest of the class and the students will be able to review the

material in a group manner.




Ana G. Méndez University System

School for Professional Studies

Universidad del Este

International School of Tourism and Hospitality Management

ITHM 390 Advance Internship Hotel Management

Student Teaching Handbook

A Guide for Internship

“Launching Bilingual Professional

into the Hospitality Industry”

© Ana G. Méndez University System, 2006. All rights reserved.




TABLE OF CONTENTS Pages

Introduction ........................................................................................................3

Objectives and Goals .........................................................................................3

Desired Knowledge Gained Through the Internship Experience ........................4

Duties and Responsibilities of the Intern ............................................................4

Selecting the Internship Site ...............................................................................6

Ethics and Professionalism within the Intertnship Performance .........................7

Duties and Responsibilities of the Internship Coordinator ................................10

Duties and Responsibilities of the Internship Facilitator ...................................10

Duties and Responsibilities of the On-Site Supervisor .....................................11

Internship Policies and Procedures ..................................................................11

Attendance .......................................................................................................12

Evaluation of the Internship Experience ...........................................................12

Final Project......................................................................................................13

Intervention guide for problem solving..............................................................13

Repeating the Internship ..................................................................................14

Appendix A .......................................................................................................15

Appendix B .......................................................................................................16

Appendix C.......................................................................................................17

Appendix D.......................................................................................................19

Appendix E .......................................................................................................20

Appendix F .......................................................................................................23

Appendix G.......................................................................................................24

Appendix H.......................................................................................................25

Appendix I.........................................................................................................26

Appendix J........................................................................................................29

Appendix K .......................................................................................................31




Appendix L........................................................................................................32

Appendix M.......................................................................................................34

Appendix N.......................................................................................................38

Appendix O.......................................................................................................39

Appendix P .......................................................................................................40




Introduction The Advance Internship Hotel Management course, ITHM 390 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 any lodging facility, within the hospitality industry (is recommended the

Intern look for hotels chains) to gain experience and exposure to techniques,

methodologies, and procedures all under the close supervision and guidance of a capable

practitioner.

The Internship should be taken after the student has successfully completed one

hundred and twelve (112) credits within the program including the pre-requisites ITHM 250

and ITHM 400. The average participation for the Internship is one part of term, five (5)

weeks. The Intern should expect to work at the Internship site an average of, at least,

twenty (20) hours per week, to complete one hundred (100) hours, and meet with the

Internship Facilitator weekly for two (2) hours in the classroom. Three (3) credit hours

should be awarded for one hundred and ten (110) clock hours of participation for this

course; this includes one hundred (100) hours Internship On-site, and ten (10) hours class

work.

Objectives and goals At the end of the Internship, the student will:

16. Apply what has learned in the classroom through hands on application or

observation of conceptsn in hotel management industry.

17. Explore interests and abilities in hotel management industry.

18. Develop a solid resume.

19. Make valuable contacts with professionals within the hospitality industry.

20. Implement personal skills and competencies.

21. Achieve practical experience under professional supervision.

22. Develop the ability to work with people, both individually and as part of a group.




23. Compare theories and concepts learned in the classroom and related real life

experiences.

24. Acquire and apply problem-solving techniques and theories.

25. Exper

iment with personal skills and competencies, and execute classroom

experiences and theories.

26. Become skilled with the routine procedures and responsibilities within the hotel

management industry.

27. Experience opportunities to learn, observe, and practice a variety of

administrative activities.

28. Evaluate one’s self in relation to the field, and in relation to his or her professional

development.

29. Establish realistic goals for professional growth and development.

30. Establish career goals and objectives upon conclusion of the Internship experience.

Desired knowledge gained through the Internship experience Each Intern will need to rotate into three (3) different areas of the Internship Site for a

minimum of 100 hours. Segment the student’s experience into the following broad

categories, and in this order:

1. Sales and Marketing Manager (20 hours)

2. Human Resources Manager (30 hours)

3. Front Office Manager (50 hours)

Duties and responsibilities of the Intern

1. Register for the Advance Internship, ITHM 390 course, after successful completion

of one hundred and twelve (112) credits or more within the program including the

pre-requisites ITHM 250 and ITHM 400.

2. Register for the Advance Internship, ITHM 390 before reporting to the site to begin

your Internship.

3. The student must have a minimum 2.50 grade-point average to enroll in the

Advance Internship, ITHM 390 course.




4. The student would give authorization to the Internship Coordinator to request an

academic transcript (Appendix A) for the purpose of evaluate the requirements to

enroll the Advance Internship, and to validate the Internship Application (Appendix

B).

5. The Application for the Internship Form (Appendix B) and the Intern’s Statement of

Responsibility Form (Appendix C) must be submitted to the Internship Coordinator of

the International School of Tourism and Hospitality Management Program, no later

than two weeks of the part of term preceding the planned Internship.

6. Make the initial contact with a potential Internship Site, regarding their placement.

Turn in the Intern’s Presentation Letter to the On-site Supervisor (Appendix D).

7. The On-site Supervisor must complete the Internship Site Description Form

(Appendix E), and the Contract Agreement Form (Appendix F). 8. Care should be taken, to select an Internship Site that will provide a quality

experience and quality mentoring. (Refer to Selecting the Internship Site for

requirements).

9. 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). The Internship

Facilitator will evaluate the Intern’s attendance using Appendix H.

10. 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 Internship experience.

11. Arrange to have the on site Supervisor complete the Intern On site Supervisor

Evaluation Form (Appendix I), at the middle (50 hours completed), and at the end of

the one hundred hours completed of the Internship, and mail it directly to the

Internship Facilitator. Submit Intern’s Evaluation of Site Form (Appendix J), and the

Intern’s Supervisor Evaluation Form (Appendix K). These forms will be turn 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 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 lodging facility site is selected.

5. The Internship Coordinator will approve the Internship Site according to the

specifications above.

6. Research company websites for information regarding potential Internship programs.

7. Ask questions in your initial meeting with the potential agency supervisor concerning

responsibilities, deadlines, workspace, flexibility of projects, etc.

8. Dress appropriately. Professional clothing is necessary.

9. Be certain to arrive on time or fifteen minutes early for your interview.

10. Assume a formal demeanor. Sit straight, maintain eye contact, and shake hands if

offered.

11. Take only what you will need during the interview. You should carry a small portfolio

or notebook in case you need to write down information.

12. Before you go to the meeting, look at a calendar and decide upon the best

starting/ending dates and hours for you. If you know, you will need to be absent from

the Internship on a certain date or time, keep that time in mind to notify the

supervisor.

13. Listen carefully. Ask questions if you do not understand what is being described.

Asking questions is the best way to discover if the agency fits your expectations for

the Internship.

14. Discuss and agree upon a starting date, time and work schedule.

15. Have questions! Below is a list of possible questions that you may ask:

a. What is the general role and status of Interns at the site?

b. What would your tasks and duties be? What day-to-day assignments can you

expect?




c. Does the site supervisor have a written job description of the position?

d. What hours would you be working? Is overtime required?

e. Does the position require any special skills or education (course work)?

f. Who would be your immediate supervisor and how closely would you be

supervised? (Try to meet this person).

g. Where does the department in which you will be assigned fit into the overall

structure of the organization?

h. What is the content of the orientation provided to Interns? Who conducts the

initial orientation?

i. Is the Internship one that might place you in the situation of handling an

emergency? If so, what training will you be given for such a situation?

j. Are you likely to incur any expenses in the performance of your duties? If so, will

you be reimbursed?

k. Are there any special organizational rules you should know about?

l. Are there any special legal limitations that apply to you because of your work at

the site (bonding, confidentiality, security clearance, etc.)?

Ethics and professionalism within the Internship performance Internship Starting out

1. Each Intern and Internship is different. However, Internships tend to follow a pattern

of which you need to be aware so that you can excel. Keep in mind that an

Internship is a learning experience.

2. The first few days, or week, orient you to the company, its mission and structure and

daily routine. During this period, you will normally be introduced to fellow workers,

given a tour of the department or facility, and assigned some simple tasks. These

simple tasks are very important. Assume them with great seriousness. Answering

the telephone may seem menial, but remember that in answering the telephone, you

are making the first impression of the hospitality lodging prospective client. Similarly,

delivering mail and messages are essential for office efficiency. Stuffing envelopes,

typing letters, etc., may not feel very important, but all entry-level personnel and

most managers will do what is necessary to get the job done.




3. Remember that your attitude and aptitude the first week is key to your success as an

Intern. By showing that you have mastered the first assignments, that you have

become a part of the agency, and that you are ready for more complex assignments,

the Internship will become a learning experience.

4. By the end of the orientation period, you should be assigned projects that involve

more complex skills or thought processes. Be sure to communicate to your on –site

Supervisor that you are able to take on increasingly more difficult tasks. If the

assignments suddenly overwhelm you, then ask for support or guidance on the way

to complete the project. Do not simply say, "I can't do this." Learn how to do it.

5. The first few days, are the perfect time to discuss with your supervisor a learning

progression for the entire Internship. Plan an agenda of tasks that increase in

difficulty. In this way, you and the supervisor will have a clear and written chart of

goals to be met.

Internship Mid-Point

1. By the mid-point of the Internship, you need to get some formal feedback from your

supervisor. Make an appointment to review your progress and confirm/amend the

schedule for the remainder of the Internship. Although you may work side by side

during the Internship with your on-site Supervisor, a thoughtful, focused discussion

is necessary.

2. It is common during the mid-point of the Internship to experience a feeling of letdown

or drop in energy. The enthusiasm that you went into the Internship with the first day

seems to dwindle. It is okay. To get your energy and interest back, try some different

ideas. Take a different approach to your assignments; ask to participate in

something completely unexpected but relative. Take a colleague to lunch. Use your

lunch hour to take a walk, go shopping, read a book. Be sure to address the feelings

you experience in your journal.




Completing the Internship

1. Usually, the final weeks of the Internship go very quickly. It seems that once you get

the hang of it, the Internship is over. That feeling means that you have accomplished

your learning objectives. To end the Internship properly, follow a few rules:

a. Schedule an exit interview with your supervisor. In this meeting discuss

your final evaluation of the Internship and listen to your supervisor's final

evaluation of your performance. Be honest. Offer solutions to problems

you encountered. Ask for advice in developing areas of weakness. Accept

the evaluation of your performance with grace and poise.

b. Ask your supervisor and/or coworkers (depending on their abilities) to

write a letter of reference for you. This letter can be kept in your

credentials file. Make a copy and turn it in to the Coordinator Facilitator.

c. Say good-bye and thank you. Do not simply disappear from the site and

think that everyone knew you were leaving. During the last few days,

express your gratitude to those persons who really made the Internship

beneficial. If you have developed a relationship with clients, be sure to let

them know you are leaving, and who will be responsible for their cases in

the future.

d. Make notes of the work you have started and will not be able to finish.

This is crucial. By making sure that the next Intern or office personnel will

be able to understand where you left off and what needs to be done next,

you are making an excellent impression after you leave.

e. Within a week after leaving the Internship, send a thank you note to the

supervisor and/or staff. Again, thank them for the opportunity and time

they gave to you.

f. Complete the Internship evaluation form and return it to Internship

Facilitator.




Duties and responsibilities of the Internship Coordinator

1. Evaluate student’s Internship 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 J), and the Intern’s Supervisor Evaluation Form (Appendix K). These

forms will be retained for future reference and recommendation.

5. Collaborate with the Internship Facilitator and the students with academic or

extracurricular activities.

Duties and responsibilities of the Internship Facilitator

1. Meet weekly for two (2) hours with the Interns on the day specified in the registar

documents. Discuss internship development, course work, and assignments prior

the workshops.

2. Visit the Intern twice during the Internship period if condition permits. The first

evaluation is at the end on the first fifty (50) hours completed of the Internship, and

the second one at the end of the Internship schedule (100 hours completed).

Monitoring will be conducted by telephone and/or e-mail, when visitation is not

possible. The Internship Facilitator will use Internship Facilitator’s Evaluation for

Intern Form (Appendix L) for these evaluations.

3. Evaluate the Intern’s attendance at the Internship site; as well as class attendance

and participation, homework, responsibility, etc.

4. Receive completed and signed the Intern’s Evaluation of Site Form (Appendix J),

and the Intern’s Site Supervisor Evaluation Form (Appendix K) from the students.

These forms 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 Office, according to policy.

6. Responsible for all final grading decisions.




Duties and Responsibilities of the Internship On-site Supervisor

The following are the responsibilities of the Internship On-site Supervisor. He or she:

1. Should consider the Intern as a learning partner while engaged in professional training.

2. Should make a commitment to provide the Intern with a comprehensive learning

experience.

3. Must have the proper practical experiences and education to qualify as a tourism or

hospitality professional. The qualifications and experience of the Internship on-site

Supervisor is very important.

4. Must understand the goals of the International Tourism and Hospitality Management

Internship Program of Universidad del Este, School for Professional Studies from

Ana G. Méndez University System. 5. Should complete two (2) evaluations of the Intern (Appendix I) at the end of the

Internship. The first evaluation is at the end on the first fifty (50) hours completed of

the Internship, and the second one at the end of the Internship schedule. These

evaluations are part of the Intern’s final grade and will be placed in the student's

academic file.

6. Is to discuss the evaluative assessment (Appendix I) with the Intern before mailing

and/or e-mailing the evaluation form back to the Internship Facilitator, and/or the

Internship Coordinator.

Internship Policies and Procedures Registration

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 B), and the Intern's Statement of

Responsibility Form (Appendix C) 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 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. See the

Contractual Agreement Form in Appendix F.

Attendance

1. The Intern has the obligation of being on time and having consistent attendance.

The Intern will complete the Weekly Attendance Time Sheet. (See Appendix G).

2. The Facilitator will evaluate the Intern’s attendance using Appendix H.

3. Absences will not be accepted unless the student is sick or a death in the family of a

close relative occurs, or if he/she 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.

4. In the situation of excessive or unjustified absences, the Intern could be removed

from the Internship On-site. Five (5) absences will be considered excessive.

5. Remember, you should see the Internship process as professional growth, and your

Internship Site as a potential future employer.

Evaluation of the Internship Experience

1. An evaluation of the Intern's performance will be made at the middle and at the end

of the of the Internship experience by the Internship On-site Supervisor and the

Internship Facilitator. 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 and/or Facilitator.




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,

Universidad del Este, School for Professional Studies grading policies.

(a) The standard grading scale is as follows 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:

i. One hundred (100) hours of Internship completed

ii. Attendance

iii. Two Intern On-site Supervisor's Evaluations (count as one

grade)

iv. Two Internship Facilitator Evaluations of the Intern (count as

one grade)

v. Final Project Written Paper Log of experiences

vi. Seminar (Class participation, class work, attendance, activities,

etc. Refer to the Module Evaluation Criteria)

4. The final grading decision will rest solely with the Internship Facilitator.

5. A student must obtain an A or B in order to pass the Internship course

Final Project

Internship Log of Experiences 1. Upon completion of the Internship, the Intern will submit an Internship Log of

Experiences along with all of the Internship evaluation forms.

2. The log/journal of experiences should include, preceding the introduction section, a

cover (title page), a table of contents, and references APA style. (Refer to Appendix

M).

3. The Internship Facilitator will evaluate the Internship Log of Experiences using

Appendix N.

4. The Internship Log of Experiences is required in order to receive the final grade for

the course.




Intervention guide for problem solving

Problems can arise during an internship: conflicts with coworkers or supervisors, lack of

supervision, or incessant administrative tasks after the promise of a substantial project. If

any student is faced with such challenges, it is recommendable to contact immediately the

Internship Coordinator and/or Internship Facilitator for further assistance.

The following procedures should be followed in the event of conflict or problem within the

Internship process:

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.

3. The On-site Supervisor and the Internship Facilitator meet with the Intern to clarify

the problem, and generate suggestions for its solution. Minutes from 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 On-site

c. Reasonable accommodation of the Intern within the On-site facilities

d. Withdrawal and apply for the Internship to be completed in the following

semester

Repeating the Internship 1. If the Intern do not obtained a grade of A or B in the Internship, he/she should enroll

again in the Internship course, and complete the whole process again.

2. If the Intern obtained an Incomplete in the Internship, the Intern and the Internship

Facilitator should complete the procedure for removing an incomplete according to

the Institution policies and procedures for this matter.

3. The semester in which the student requests the opportunity to repeat the Internship

must be specified, and the letter must be turned in two weeks before the beginning

of the semester in which the Internship is set to take place.




Appendix A

TRANSCRIPT RELEASE

A current transcript from student services will accompany your application. By signing

below you give permission to Internship Facilitator to use your academic transcript to be

used as part of your Internship application.

I, ______________________________give the International School of Tourism and

Hospitality Management Program from Ana g. Méndez University System, School for

Professional Studies, Universidad del Este permission to use my university transcript as

part of the Internship application.

_____________________________ __________________________

(Intern’s signature) Date

For Internship Coordinator use only

The student ____________________________________, __________________,

(Intern’s name)

(Inter

n’s ID#)

has successfully completed _________ with an average __________.

(Total of credits) (Grade point)

_____ Authorized to enroll in the Advance Internship, ITHM 390

_____ Not authorized to enroll in the Advance Internship, ITHM 390




__________________________ _______________________

Internship Coordinator’s Signature

Date




Appendix B

Ana G. Méndez University System School for Professional Studies


INTERNATIONAL SCHOOL OF TOURISM AND HOSPITALITY MANAGEMENT

Application for Internship Form

I ____________________________________________, hereby request permission to

(please print or type)

enroll in the International School of Tourism and Hospitality Management Internship (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 Bachelor in Science from the International School of Tourism

and Hospitality Management with a major in Hotel Management, and I am currently

carrying a _________ grade point average.

_________________________________________

(Intern’s signature)

________________________________________

Internship Coordinator

Tourism and Hospitality Management Program

______________________________________

(Date approved)




Appendix C




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 Internship Application Form (Appendix B),

2. A properly completed and signed Intern's Statement of Responsibility

Form (Appendix C), 3. An Internship Site Description (Appendix D),

4. An updated resume,

5. A properly completed and signed Internship Contract Agreement

(Appendix F).

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

Internship Guideline Manual, and until I have registered for Advance Internship, ITHM 390

course.

In addition, 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 Internship

Guideline 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 in the classroom.




Upon the conclusion of the Advance Internship, I will schedule two individual

appointments, one with the on-site Supervisor and the other with the Internship Facilitator

to discuss my Intern performance evaluations. 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 Ana G.

Méndez University System, School for Professional Studies, Universidad del Este.

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.

__________________________ _____________________________________

(Intern’s Signature) (Internship Coordinator’s Signature)

___________________________

(Date)

Note: The Internship Coordinator will keep a copy of this document in the Intern’s file.




Appendix D Ana G. Méndez University System

School for Professional Studies Universidad del Este


Intern’s Presentation Letter to the On-site Supervisor

Date

Name

Position

Site’s name

Address

Mr. or Mrs.

Dear:

Universidad del Este, School for Professional Studies of Ana G. Méndez University System, offers a bilingual (Spanish and English) BS in International Tourism and 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, Advance Internship. The students of these programs are insured under the nnnnnnnnnnnnn 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 form 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, School for Professional, AGMUS




Appendix E Ana G. Méndez University System



Internship Site Description Form

A. General Information Student's Name ___________________________________________

Name of On-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:

________________________________________________________________________

________________________________________________________________________

__________________________________________________________________

________________________________________________________________________

____________________________________________________________________

C. Remuneration While pay is not required for an Intern, we do suggest that students be paid a salary of

some sort because they do have expenses. 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?

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________




D. Duties and Responsibilities of the Internship On-site Supervisor

The following are the responsibilities of the Internship On-site Supervisor. He or she:

1. Should consider the Intern as a learning partner while engaged in professional training.

2. Should make a commitment to provide the Intern with a comprehensive learning

experience.

3. Must have the proper practical experiences and education to qualify as a tourism or

hospitality professional. The qualifications and experience of the Internship on-site

Supervisor is very important.

4. Must understand the goals of the International Tourism and Hospitality Management

Internship Program of Universidad del Este, School for Professional Studies from

Ana G. Méndez University System. 5. Should complete two (2) evaluations of the Intern (Appendix H) at the end of the

Internship. The first evaluation is at the end on the first fifty (50) hours of the

Internship, and the second one at the end of the Internship. These evaluation forms

will be placed in the student's academic file.

6. Is to discuss the evaluative assessment (Appendix H) with the Intern before mailing,

e-mailing the evaluation form back to the Internship Facilitator, and/or the Internship

Coordinator.

Note: The On site Supervisor should keep this portion for his/her record.




Appendix F Ana G. Méndez University System



Contractual Agreement Form The International School of Tourism and Hospitality Management of Universidad del Este, School for Professional Studies of Ana G. Méndez University System, and ____________________ (site) affiliated with_____________________ (Intern’s name). This AGREEMENT will be effective from ___________ to _________ (year) ________. between the International School of Tourism and Hospitality Management of Universidad del Este, School for Professional Studies, Ana G. Méndez University System and ________________________________________ (On-site). The parties desire to engage the participation of the (On-site)____________________ in the Internship education of students from Universidad del Este, School for Professional Studies of Ana G. Méndez University System, 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) ________________________ (Title) __________________________________________ __________________________________________ (Address) _____________________________________ (Signature) _____________________________________ _____________________________ (Date) For the International School of Tourism and Hospitality Management, Universidad del Este, School for Professional Studies of Ana G. Méndez University System: _________________________________ Executive Director _________________________________ _________________ (Signature) (Date)




For the Intern: __________________________________ _______________ (Intern’s signature) (Date)




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 (am) Time in (pm) Time out (pm) Total of hours

SUNDAY

MONDAY

TUESDAY

WEDNESDAY

THURSDAY

FRIDAY

SATURDAY

TOTALOF HOURS

Days absent __________________

Days late ____________________ (thirty -(30) minutes late

Intern’s signature____________________

Internship On-site Supervisor’s Signature_______________________________

Date __________________________




Appendix H

Intern’s Attendance Evaluation Form

Intern’s Name: __________________________ Final Grade _____ x 10= _______ Date: __________________________

Attendance and punctuality: Attendance is mandatory, and being punctual reflects a

professional ethic. The Internship Facilitator will register the student’s performance during the

Internship. The Internship Facilitator will use the following criteria to evaluate these matters.

_____ 0= Five days absent or was late four days

_____ 1= Four days absent or was late three days

_____ 2= Three days absent or was late two days

_____ 3= Two days absent or was late two days

_____ 4= Attended all intership schedule but was late two or three days

_____ 5= Perfect attendance

Comments:

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________




Appendix I Ana G. Méndez University System



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: Please check the rating that 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? Remember that this evaluation is part of the Intern’s final grading

Rating Scale: 5 = Outstanding; 4 = Excellent; 3 = Satisfactory; 2 = Acceptable; 1= Needs Improvement; 0= Unacceptable; N/A

Criteria 5 4 3 2 1 0 N/A

1. Cooperation

a. Functions well with and adjusts to people

b. Willing to accept suggests and criticisms

c. Respects opinions of others

2. Responsibility

a. Follows tasks through to completion

b. Follows directions and instructions

c. Is punctual

d. Is independable

e. Demonstrates appropriate attendance

f. Demonstrates awareness of responsibility for the

position




3. Enthusiasm

a. Eagerly pursues tasks

b. Demonstrates interest in people

c. Initiates tasks without prodding

d. Demonstrates a desire to assist

e. Demonstrates a desire to learn

4. Leadership

a. Demonstrates ability to plan

b. Demonstrates ability to function with assigned groups

c. Attempts to resolve problems independently

d. Conveys ideas clearly

e. Introduces new ideas and approaches

f. Indicates understanding of people (staff, clients, or

customers)

g. Demonstrates imagination and creativity

h. Demonstrates knowledge of programming skills and

techniques

i. Exercises good judgment

5. Emotional Stability/Maturity

a. Demonstrates confidence

b. Is well-poised

c. Exhibits self control

d. Indicates sensitivity for needs of the clients or

customers

e. Demonstrates capability of confronting new situations

6. Physical Qualities

a. Demonstrates appropriate energy

b. Dresses appropriately for setting and activity

7. Social Qualities

a. Establishes good rapport with groups

b. Establishes good rapport with site staff

c. Demonstrates ease in meeting people

d. Demonstrates good character and integrity




e. Maintains a cooperative attitude

TOTAL = _____/175 =______

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 with the On-site

Supervisor.

When the evaluation is completed, please forward to:

Ana G. Méndez University System

School for Professional Studies


International School of Tourism and Hospitality Management

Internship Facilitator

P. O. Box 574998

Orlando, FL 32857-4998




Appendix J Ana G. Méndez University System



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. Rating Scale: 5 = Outstanding; 4 = Excellent; 3 = Satisfactory; 2 = Acceptable; 1= Needs Improvement; 0= Unacceptable; N/A

Criteria

5 4 3 2 1 0 NA

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.

TOTAL ____/ 50 = _____




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?

________________________________________________________________________

________________________________________________________________________

__________________________________________________________________

Do you have any additional comments?

________________________________________________________________________

________________________________________________________________________

__________________________________________________________________

Final Comments:

________________________________________________________________________

________________________________________________________________________

__________________________________________________________________




Appendix K Ana G. Méndez University System



Intern's Evaluation of On-site Supervisor Form

Intern’s Name ____________________________________________

Site ___________________________________________

On-siteSupervisor’s Name __________________________________

Date ____________________________

Instructions: Evaluate the quality of the supervision you received during the Internship period.

Please comment on the following items, and include other information you feel pertinent. Rating Scale: 5 = Outstanding; 4 = Excellent; 3 = Satisfactory; 2 = Acceptable; 1= Needs Improvement; 0= Unacceptable; N/A

Criteria 5 4 3 2 1 0

1. Interest in you as a person and as an Intern.

2. Willingness to discuss the full range of your activities at the site.

3. Ability to respond to your problems and to help you work toward

solutions.

4. Quality of the weekly conferences.

5. Adequacy of arrangements made to orient you to the site.

6. Sensitivity to your needs in accomplishing your objectives.

7. Expression of encouragement and sincerity.

8. Understanding of philosophy and practices in the profession.

9. Flexibility in arranging for your tasks in light of changing situations

within the site and with you.

10. Openness to change, innovations, and new techniques.

TOTAL _____/ 50 = _____

Final Comments and Recommendations:

________________________________________________________________________

________________________________________________________________________

__________________________________________________________________




Appendix L


Internship Facilitator Evaluation of Intern Form Intern’s Name____________________ SSN ________________________

Internship Site _______________________________

Directions: Check the rating that best describes the level of attainment of the Intern and complete the statements.

Rating Scale: 5 = Outstanding; 4 = Excellent; 3 = Satisfactory; 2 = Acceptable; 1= Needs Improvement; 0= Unacceptable; N/A

Criteria 5 4 3 2 1 0 N/A

1. Cooperation

a. Functions well with and adjusts to people

b. Willing to accept suggests and criticisms

c. Respects opinions of others

2. Responsibility

a. Follows tasks through to completion

b. Follows directions and instructions

c. Is punctual

d. Is independable

e. Demonstrates appropriate attendance

f. Demonstrates awareness of responsibility for the position

3. Enthusiasm

a. Eagerly pursues tasks

b. Demonstrates interest in people

c. Initiates tasks without prodding

d. Demonstrates a desire to assist

e. Demonstrates a desire to learn

4. Leadership

a. Demonstrates ability to plan

b. Demonstrates ability to function with assigned groups

c. Attempts to resolve problems independently

d. Conveys ideas clearly




e. Introduces new ideas and approaches

f. Indicates understanding of people (staff, clients, or

customers)

g. Demonstrates imagination and creativity

h. Demonstrates knowledge of programming skills and

techniques

i. Exercises good judgment

5. Emotional Stability/Maturity

a. Demonstrates confidence

b. Is well-poised

c. Exhibits self control

d. Indicates sensitivity for needs of the clients or customers

e. Demonstrates capability of confronting new situations

6. Physical Qualities

a. Demonstrates appropriate energy

b. Dresses appropriately for setting and activity

7. Social Qualities

a. Establishes good rapport with groups

b. Establishes good rapport with site staff

c. Demonstrates ease in meeting people

d. Demonstrates good character and integrity

e. Maintains a cooperative attitude

TOTAL = _____/175 =______

The Intern is most effective in:

________________________________________________________________________

____________________________________________________________________

The Intern requires assistance in:

________________________________________________________________________

____________________________________________________________________

Additional comments and/or recommendations:

________________________________________________________________________

____________________________________________________________________




Appendix M

Internship Log of Experiences

Upon completion of the Internship, the Intern will submit a paper of the Log of Experiences

along with all of the Internship evaluation forms. The Internship Facilitator will evaluate this

paper using Appendix N.

The log/journal of experiences should be written APA style (Font Courier New, Size 12,

Double space, no less than fifteen (15) pages, and it should include the following

components:

1. Cover page (Refer to Appendix O)

2. Table of content (Refer to Appendix P)

3. Introduction

a. Explain all the Intership process

i. Site of Internship

ii. Organizational Hierarchy of the company

iii. Job Responsibilities

iv. Time/Duration of the Internship (100 clock hours)

v. Or any other information related to the Internship process

4. Intern's Evaluation of the Site

a. Briefly evaluate the site and the on-site Supervisor.

b. Should the International School of Tourism and Hospitality Management,

Universidad del Este 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? Why or

why not?




8. Personal Philosophy (The students should address the value of tourism and

hospitality in society and in the lives of those served.)

9. Summary

a. Brief summary of the total experience, exposures, and participation within

the Intership process.

10. Appendix section for any Special Materials, Handouts, or Gimmick Samples

11. References APA style




Appendix N

RUBRIC TO EVALUATE WRITTEN PAPERS 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

15. The paper is clear, focused and interesting.

16. Identifies purpose, objectives and principal ideas included in the paper.

17. Presentation of ideas is organized, coherent and can be easily followed.

18. The paper includes all parts or elements of the assigned theme or task in a direct and appropriate manner.

19. The author demonstrates mastery of the presentation theme or matter, as it properly explains content and does not incur in mistakes.

20. The presentation ideas and arguments are based in sources presented, consulted or discussed in class.

21. The summary of principal points and/or the presentation of conclusions are clear and appropriate.

22. Fulfilled the objectives or purpose set in the introduction.

23. The author presents his point of view in a clear, convincing and well-based manner.

24. The paper demonstrates substance, logic and originality.

25. Utilizes appropriate language with grammatical and syntactical correction.

26. Utilizes precise, correct and appropriate vocabulary.

27. Contains well-constructed sentences and paragraphs that facilitate lecture and comprehension.

28. The paper is well edited and presented. Comments: _____________________________________________________




Appendix O

Internship Log of Experiences

by

Your name

A Written Paper Submitted to Ana G. Méndez University System, School for Professional Studies,

Universidad del Este In Partial Fulfillment of the Requirements

For the Completion of Course ITHM 390,Advance Internship

Universidad del Este 2006




Appendix P

Table of Contents

Page

Introduction ..............................................1

xxxxxxxx...................................................1

xxxxxxx...................................................12

xxxxxxxxxxxxxxxxxxxx......................................12

xxxxxxxxxx................................................37

xxxxxxxxx.................................................37

xxxxxxxxxxx...............................................46

xxxxxxxxxxxxxx............................................47

xxxxxxxxxxxxx.............................................xx

xxxxxxxxx.................................................xx

Summary...................................................xx

References................................................xx

Appendixes

A xxxxxxx........................................xx

B xxxxxxxx.......................................xx

C xxxx...........................................xx

D xxxxxxxxxxxxxxxx...............................xx

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