Mission Statement
The Business and Public Service Division supports the mission of the College by offering business/public service-related courses and programs that prepare students for employment or advancement in Georgia's economy.
The mission of the Hotel, Restaurant, and Tourism Management program at Athens Technical College is to equip students with the knowledge and skills to launch or advance their careers in hospitality, Georgia's second largest industry. This program focuses on the importance of technical and interpersonal skills, work ethics, and professionalism for success in the twenty-first century.
The associate degree and diploma programs in Hotel, Restaurant, and Tourism Management, together with the technical certificates of credit, provide students with the academic background and real-world internship experience to be successful in fast-paced environments that are centered on working with people. Graduates may find employment in numerous hotels, restaurants, and country clubs, from limited service to luxury resorts. Graduates may also prepare to work at convention and visitors' bureaus, conference centers, catering and special event companies, and in institutional settings such as schools, hospitals, or retirement communities.
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Nature of the Work
Hotels and other accommodations are as different as the many family and business travelers they accommodate. The industry includes all types of lodging, from luxurious five-star hotels to youth hostels and recreational vehicle parks. While many simply provide a place to spend the night, others cater to longer stays by providing food service, recreational activities, and meeting rooms. In 2008, 64,300 establishments provided accommodations to suit many different needs and budgets.
Hotels and motels comprise the majority of establishments in this industry and are generally classified as offering either full-service or limited service. Full-service properties offer a variety of services for their guests, but they almost always include at least one or more restaurant and beverage service options other than self-service from coffee bars and lunch counters to cocktail lounges and formal restaurants. They also usually provide room service. Larger full-service properties usually have a variety of retail shops on the premises such as gift boutiques, newsstands, and drug and cosmetics counters, some of which may be geared to an exclusive clientele. Additionally, a number of full-service hotels offer guests access to laundry and valet services, swimming pools, beauty salons, and fitness centers or health spas. A small "but growing" number of luxury hotel chains also manage condominium units in combination with their transient rooms, providing both hotel guests and condominium owners with access to the same services and amenities.
The largest hotels often have banquet rooms, exhibit halls, and spacious ballrooms to accommodate conventions, business meetings, wedding receptions, and other social gatherings. Conventions and business meetings are major sources of revenue for these properties. Some commercial hotels are known as conference hotels-fully self-contained entities specifically designed for large-scale meetings. They provide physical fitness and recreational facilities for meeting attendees, in addition to state-of-the-art audiovisual and technical equipment, a business center, and banquet services.
Limited-service hotels are free-standing properties that do not have on-site restaurants or most other amenities that must be provided by a staff other than the front desk or housekeeping. They usually offer continental breakfasts, vending machines or small packaged items, Internet access, and sometimes unattended game rooms or swimming pools in addition to daily housekeeping services. The numbers of limited-service properties have been growing. These properties are not as costly to build and maintain. They appeal to budget-conscious family vacationers and travelers who are willing to sacrifice amenities for lower room prices.
Hotels can also be categorized based on a distinguishing feature or service provided by the hotel. Conference hotels provide meeting and banquet rooms, and usually food service, to large groups of people. Resort hotels offer luxurious surroundings with a variety of recreational facilities such as swimming pools, golf courses, tennis courts, game rooms, and health spas, as well as planned social activities and entertainment. Resorts typically are located in vacation destinations or near natural settings such as mountains, seashores, theme parks, or other attractions. As a result, the business of many resorts fluctuates with the season. Some resort hotels and motels provide additional convention and conference facilities to encourage customers to combine business with pleasure. During the off season, many of these establishments solicit conventions, sales meetings, and incentive tours to fill their otherwise empty rooms; some resorts even close for the off-season.
Extended-stay hotels typically provide rooms or suites with fully equipped kitchens, entertainment systems, office space with computer and telephone lines, fitness centers, and other amenities. Typically, guests use these hotels for a minimum of 5 consecutive nights, often while on an extended work assignment or lengthy vacation or family visit. All-suite hotels offer a living room or sitting room in addition to a bedroom.
Casino hotels combine both lodging and legalized gaming on the same premises. Along with the typical services provided by most full-service hotels, casino hotels also contain casinos where patrons can wager at table games, play slot machines, and make other bets. Some casino hotels also contain conference and convention facilities.
The Restaurant and Food Service Industry
Food service managers are responsible for the daily operations of restaurants and other establishments that prepare and serve meals and beverages to customers. Besides coordinating activities among various departments such as kitchen, dining room, and banquet operations, food service managers ensure that customers are satisfied with their dining experience. In addition, they oversee the inventory and ordering of food, equipment, and supplies and arrange for the routine maintenance and upkeep of the restaurant's equipment and facilities. Managers are generally responsible for all administrative and human-resource functions of the business, including recruiting new employees and monitoring employee performance and training. They make sure that health and safety standards and local liquor regulations are obeyed.
In addition to their regular duties, food service managers perform a variety of administrative assignments, including keeping employee work records, preparing the payroll, and completing paperwork to comply with licensing, tax, wage and hour, unemployment compensation, and Social Security laws. Some of this work may be delegated to an assistant manager or bookkeeper or it may be contracted out, but most general managers retain responsibility for the accuracy of business records. Managers also maintain records of supply and equipment purchases and ensure that accounts with suppliers are paid.
Event Planners
Planners oversee multiple operations at one time, face numerous deadlines, and orchestrate the activities of several different groups of people. Meeting and convention planners spend the majority of their time in offices, but during meetings, they work on-site at the hotel, convention center, or other meeting location. They travel regularly to attend meetings and to visit prospective meeting sites. The extent of travel depends upon the type of organization for which the planner works. Local and regional organizations require mostly regional travel, while national and international organizations require travel to more distant locales, including travel abroad. Event planners may also focus on a specific market segment such as planning weddings.
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Employment
Hotels and other accommodations provided 1.9 million wage and salary jobs nationally in 2008. Hotels and other lodging places employ many different types of managers to direct and coordinate the activities of the front office, kitchen, dining room, and other departments such as housekeeping, accounting, personnel, purchasing, publicity, sales, security, and maintenance. Lodging managers, typically the general manager and assistant managers, make decisions that affect the general operations of the hotel, including setting room rates, establishing credit policy, and having ultimate responsibility for resolving problems. Other managers are responsible for different phases of hotel operations. For example, food and beverage managers oversee restaurants, lounges, and catering or banquet operations. Rooms managers look after reservations and occupancy levels to ensure proper room assignments and authorize discounts, special rates, or promotions. Large hotels, especially those with conference centers, use an executive committee structure to better facilitate departmental communications and coordinate activities. Other managers who may serve on a hotel's executive committee include public relations or sales managers, human resource directors, executive housekeepers, and heads of hotel security.
Food service managers held about 338,700 jobs nationally in 2008. The majority of managers are salaried, but 42 percent are self-employed as owners of independent restaurants or other small food service establishments. Forty-one percent of all salaried jobs for food service managers are in full-service restaurants or limited-service eating places, such as fast-food restaurants and cafeterias. Other salaried jobs are in special food services' an industry that includes food service contractors who supply food services at institutional, governmental, commercial, or industrial locations, and educational services, which primarily supply elementary and secondary schools. A smaller number of salaried jobs are in hotels; amusement, gambling, and recreation industries; nursing care facilities; and hospitals. Jobs are located throughout the country, with large cities and resort areas providing more opportunities for full-service dining positions. Food service manager jobs are expected to grow 5 percent nationally through 2018. Most new jobs will be in full-service restaurants and limited service eating places. Manager jobs will also increase in healthcare and elder care facilities.
Meeting and convention planners held about 56,600 jobs nationally in 2008. About 27 percent worked for religious, grant making, civic, professional, and similar organizations and 14 percent worked for accommodation, including hotels and motels. The remaining worked for educational services, public and private, and in other industries that host meetings. About 6 percent of meeting planners were self-employed. Employment of meeting and convention planners is expected to grow 16 percent nationally over the 2008-18 decade, which is faster than the average for all occupations.
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Earnings
Median annual wages nationally of lodging managers were $45,800 in May 2008. The middle 50 percent earned between $34,970 and $62,880. The lowest 10 percent earned less than $28,160 and the highest 10 percent earned more than $84,270. Median annual wages for lodging managers in traveler accommodations were $45,380. Employment of lodging managers is expected to grow 5 percent from 2008 to 2018.
Salaries of lodging managers vary greatly according to their responsibilities, location, and the segment of the hotel industry in which they work. Managers may earn bonuses of up to 25 percent of their basic salary in some hotels and also may be furnished with meals, parking, laundry, and other services. In addition to providing typical benefits, some hotels offer profit-sharing plans and educational assistance to their employees.
Median annual wages nationally of salaried food service managers were $46,320 in May 2008. The middle 50 percent earned between $36,670 and $59,580. The lowest 10 percent earned less than $29,450, and the highest 10 percent earned more than $76,940. In addition to receiving typical benefits, most salaried food service managers are provided free meals and the opportunity for additional training, depending on their length of service. Some food service managers, especially those in full-service restaurants, may earn bonuses depending on sales volume or revenue.
Median annual wages nationally of meeting and convention planners in May 2008 were $44,260. The middle 50 percent earned between $34,480 and $57,820. The lowest 10 percent earned less than $27,450, and the highest 10 percent earned more than $74,610.
Source: U.S. Department of Labor Occupational Outlook Handbook, 2010-2011 Edition (http://www.bls.gov/oco/)
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Student Learning Outcomes
Graduates of the associate degree and diploma programs in Hotel, Restaurant, and Tourism Management will be able to complete the following tasks:
- Communication - Demonstrate effective listening and communication skills to interact with customers and coworkers in a positive, professional, and ethical manner
- Critical Thinking/Problem Solving - Demonstrate competency in interpreting a profit and loss statement from a hotel or restaurant and using this data to make recommendations for maximizing yield
- Mathematics - Accurately perform math calculations necessary for the hospitality industry
- Use of Technology - Demonstrate competency in using Excel, Word, and PowerPoint
- Diversity/Cultural Differences - Demonstrate leadership techniques necessary to manage a diverse workforce and interact with guests/customers from diverse cultural backgrounds
- Content/Discipline Knowledge - Demonstrate a general knowledge of how hospitality businesses are organized and managed
- Security/Loss Prevention - Demonstrate knowledge of how hospitality enterprises use standardized operating procedures to protect property and lives.
- Work Ethics - Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Event Coordinator will be able to complete the following tasks:
- Describe the event planning process, including needs assessment, identification of site, budget development, theme/décor design, agenda development, time line utilization, staffing, contracted services, execution of the event, and post-event evaluation
- Discuss responsibilities to clients and guests, including crowd control, liability issues, contingency plans, and crisis management
- Describe ways to market a variety of events
- Describe ways to identify suppliers, sponsors, entertainment, and support services
- Review contracts for a variety of events
- Apply course concepts by designing an event and producing a deliverable that details all stages of the event planning process
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Food and Beverage Director will be able to complete the following tasks:
- Explain the organizational structure of a variety of food and beverage operations, including the coordination of front-of-the-house and back-of-the-house operations
- Describe human, financial, and physical resources management in food and beverage operations
- Identify food and beverage positions and their corresponding responsibilities in a variety of food and beverage operations
- Explain the importance of sanitation and safety in food and beverage operations
- Identify the equipment used in food and beverage operations
- Demonstrate an ability to analyze and resolve problems that occur in food and beverage operations
- Identify best practices in recruiting, hiring, training, and supervising a diverse work force
- Discuss the importance of staying current on laws and best practices through self education, reading trade publications, and participating in local and national organizations such as the National Restaurant Association
- Demonstrate the ability to use professional written and oral communication skills to employees and customers
- Develop strategies for handling customer complaints and resolving problems
- Compute operating ratios (average check, food cost, beverage cost, labor cost, profit margin, etc.) and explain their relevance to performance
- Interpret profit and loss statements and daily and weekly financial reports
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Front Office Manager will be able to complete the following tasks:
- Describe the organization of hotels and the impact of each department on guest satisfaction
- Identify front office positions and their corresponding responsibilities in small, medium, and large hotels
- Discuss the role of the front office in security and loss prevention and crisis management
- Describe the critical role of the front office in developing forecasts that other departments use to maximize profits and control expenses
- Demonstrate the ability to forecast occupancy and develop employee schedules for the front office
- Trace the guest cycle from reservations to checkout
- Identify the equipment and technology used in a full-service hotel
- Describe the reports generated by the night audit using property management systems
- Compute operating rations (occupancy, ADR, RevPAR, yield, labor costs, profit margin, etc.) and explain their relevance to performance
- Interpret profit and loss statements and daily and weekly financial reports
- Explain why the front office contributes the highest profit margin to the hotel
- Discuss the impact of the front office staff on overall guest satisfaction
- Develop strategies for handling customer complaints and resolving problems
- Demonstrate good communication skills in written and spoken English
- Demonstrate professionalism and interpersonal skills and a genuine desire to please guests
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Hospitality Customer Service will be able to complete the following tasks:
- Identify the key segments of the hospitality industry
- Discuss the interdependence of these key segments
- Demonstrate basic computer skills, including Microsoft Office Suite, internet, and e-mail
- Discuss the impact of employees on overall guest satisfaction
- Develop strategies for handling customer complaints and resolving problems
- Demonstrate good communication skills in written and spoken English
- Demonstrate professionalism and interpersonal skills and a genuine desire to please customers
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Hospitality Industry Human Resources Assistant will be able to complete the following tasks:
- Discuss best practices in recruiting, selecting, orienting, and training employees in hospitality businesses
- Describe appraisal, grievance, disciplinary, and termination procedures in hospitality businesses
- Interpret and discuss relevant legislation applicable to hospitality industry human resources
- Identify key documents that must be kept for current and past employees
- Explain the importance of ongoing training and the types of training and certifications needed by hospitality employees and managers
- Explain the role of the human resources professional in interacting with hospitality industry executives and department heads
- Explain the role of the Human Resources department in security and loss prevention
- Develop strategies for handling and resolving employee problems
- Demonstrate basic computer skills, including Microsoft Office Suite, internet, and e-mail
- Demonstrate good communication skills in written and spoken English
- Describe methods for staying current on trends and legislation in human resources
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Hospitality Operations Associate will be able to complete the following tasks:
- Demonstrate knowledge of the various facets of the hospitality industry and how they relate to each other
- Describe lodging and food and beverage operations
- Perform mathematical functions related to hospitality operations
- Demonstrate basic computer skills
- Demonstrate good communication skills in written and spoken English
- Demonstrate professionalism and interpersonal skills
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Hotel Management Specialist will be able to complete the following tasks:
- Describe the organization of hotels and the impact of each department on guest satisfaction
- Identify line and management positions within each department and their corresponding responsibilities in small, medium, and large hotels
- Discuss the role of each department in security and loss prevention and crisis management
- Describe ways to market a hotel
- Trace the guest cycle from reservations to checkout
- Identify the equipment and technology used in a full-service hotel
- Describe the reports generated by the night audit using property management systems
- Compute operating ratios (ADR, RevPAR, yield, labor costs, food costs, profit margin, etc.) and explain their relevance to performance
- Interpret profit and loss statements and daily and weekly financial reports
- Develop strategies for maximizing profits and controlling costs
- Develop strategies for handling customer complaints and resolving problems
- Demonstrate good communication skills in written and spoken English
- Demonstrate professionalism and interpersonal skills and a genuine desire to please guests
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Restaurant Management will be able to complete the following tasks:
- Explain the organizational structure of a variety of food and beverage operations, including the coordination of front-of-the-house and back-of-the-house operations
- Describe human, financial, and physical resources management in food and beverage operations
- Identify restaurant positions and their corresponding responsibilities in quick service, casual dining, and fine dining restaurants
- Describe ways to market a restaurant
- Explain the importance of sanitation and safety in restaurant operations
- Identify the equipment used in restaurant operations
- Compute operating ratios (average check, food cost, labor costs, profit margin, etc.) and explain their relevance to performance
- Interpret profit and loss statements and daily and weekly financial reports
- Demonstrate an ability to analyze and resolve problems that occur in restaurant operations
- Identify best practices in recruiting, hiring, training, and supervising a diverse work force
- Discuss the importance of staying current on laws and best practices through self education, reading trade publications, and participating in local and national organizations such as the National Restaurant Association
- Discuss the impact of employees on overall guest satisfaction
- Develop strategies for handling customer complaints and resolving problems
- Demonstrate good communication skills in written and spoken English
- Demonstrate professionalism and interpersonal skills and a genuine desire to please customers
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
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Essential Functions
The purpose of the essential functions list is to allow prospective students who are considering a career to be informed of the physical, emotional, and psychological demands related to training and employment in a field of study. These lists are provided to allow prospective students to make informed career choices by providing them with a summary of the physical abilities and personality traits that are generally required for the successful completion of a curriculum and result in employment in their field of study after graduation.
For students to be successful in the Hotel, Restaurant, and Tourism Management programs, they must first and foremost demonstrate a positive attitude and people skills. Interpersonal skills include:
- The desire to work as a team player
- Strong oral communication skills and good written communication skills
- A respect for diversity (in guests, coworkers, and subordinates)
They must also be able to do the following:
- Communicate ideas and directions clearly
- Work under pressure in a fast-paced environment
- Demonstrate flexibility
- Manage multiple projects and priorities
- Portray enthusiasm at all times
- Act in a professional manner
- Maintain ethical standards
- Anticipate customer needs
- Recognize problems and deal with conflict
- Select, train, and manage employees
- Demonstrate business math skills
- Develop budgets and forecasts
- Interpret profit and loss statements
- Compute and interpret basic operational statistics and reports for budgeting and cost controls
- Set goals and objectives to achieve the organization's goals
- Provide quality and safe service
- Identify ways to market hospitality services
- Plan events
- Deal with emergencies and develop techniques for security and loss prevention
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Program Expenses
The Higher Education Act requires all colleges and universities to notify students and prospective students of all program costs for which they will be responsible. Students will be responsible for the following expenses each semester (unless otherwise noted):
- Tuition ($75 per credit hour)
- Registration fee ($39)
- Student activity fees ($30)
- Accident insurance fee ($6)
- Instructional and technology supply fee ($55)
- Program supply fee (Varies - see course descriptions for exact amounts)
- Textbooks (Approximately $2,200 for the associate degree program, $1,400 for the diploma program, and $215 to $550 for the technical certificate programs)
These expenses are based on costs in effect at the time this catalog was published. Prices are subject to change.
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Gainful Employment
Information on graduation rates, job placement rates, median loan debt incurred by students and other gainful employment information is available on the college website.
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Admission Requirements
Applicants must submit the following information to the Admissions Office:
- Completed and signed application for admission and a $20 nonrefundable application fee
- Official high school or GED transcripts and/or official college transcripts from all colleges attended in the past (see General Admission Requirements)
- Valid COMPASS, ASSET, SAT, or ACT test scores (see COMPASS and ASSET Placement Tests)
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Working Conditions
Hotel managers and many department supervisors may work regularly assigned schedules, but they also routinely work longer hours than scheduled, especially during peak travel times or when multiple events are scheduled. Also, they may be called in to work on short notice in the event of an emergency or to cover a position. Those who are self-employed, often owner-operators of small inns, camp sites, or recreational vehicle parks, tend to work long hours and often live at the establishment or nearby.
Many food service managers, from fine dining restaurants to fast food, work long hours-12 to 15 per day, 50 or more per week, and sometimes 7 days a week. Managers of institutional food service facilities, such as school, factory, or office cafeterias, work more regular hours because the operating hours of these establishments usually conform to the operating hours of the business or facility they serve.
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