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UNIVERSITATIS

ALBERT/ENSIS

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TOURISM STUDIES

Learning re source c u ; d e

INTERIM 1993

Liberia

MAY 1994

EDUCATION
CURRICULUM STANDARDS BRANCH

Comments and suggestions are welcome and should be directed to:

Career and Technology Studies Unit

Alberta Education

Curriculum Standards Branch

1 1 1 60 Jasper Avenue

Edmonton, Alberta

T5K 0L2

Telephone: 427-2984

Fax: 422-3745

V Of Ai-BF-R '

TABLE OF CONTENTS

INTRODUCTION 1.1

CTS and the Resource-Based Classroom 1.1

Purpose and Organization of this Document 1.1

How to Order 1.2

Resource Policy 1.2

TOURISM STUDIES AT A GLANCE 1.3

Module Overviews 1.3

Scope and Sequence 1.6

AUTHORIZED RESOURCES 1.7

Basic Learning Resources 1.7

Support Learning Resources 1.7

Teaching Resources 1.7

OTHER RESOURCES 1.1

Print 1.10

Video 1.18

ADDITIONAL SOURCES 1.24

Teacher-Librarians 1.24

Alberta Education Sources 1.24

Other Government Sources 1.25

Government of Canada 1.26

Professional Associations/Industry Organizations 1.26

DISTRIBUTOR DIRECTORY 1.28

Digitized by the Internet Archive

in 2012 with funding from
University of Alberta Libraries

http://archive.org/details/tourismstudiesleOOalbe

INTRODUCTION

CTS AND THE RESOURCE-BASED CLASSROOM

Career and Technology Studies (CTS) encourages teachers to establish a resource-based classroom,
where a variety of appropriate, up-to-date print and non-print resources are available. Learning
resources identified for CTS strands include print, software, interactive videos, manipulatives, student
learning guides and tutorials.

The resource-based classroom approach accommodates a variety of instructional strategies and
teaching styles, and supports individual or small group planning. It provides students with opportunities
to interact with a wide range of information sources in a variety of learning situations. Students in CTS
are encouraged to take an active role in managing their own learning. Ready access to a strong
resource base enables students to learn to screen and use information appropriately to solve problems,
to meet their specific classroom and learning needs, and to develop competency in reading, writing,
speaking, listening and viewing.

PURPOSE AND ORGANIZATION OF THIS DOCUMENT

The purpose of this document is to help teachers identify a variety of resources to meet their needs and
those of the students taking the new Tourism Studies curriculum. It is hoped that this practical guide to
resources will help teachers develop a useful, accessible resource centre that will encourage students
to become independent, creative thinkers.

This document is organized as follows:

• Authorized Resources:

- basic learning resources
support learning resources
teaching resources

• Other Resources:

- print and video

• Sources.

Some resources in the list have been authorized for use in some or all of the CTS strands; e.g., the 11-
video Career and Technology Studies series produced by ACCESS Network. Full information is
provided in the appropriate section of this resource guide.

CSB: 94 05 24 Tourism Studies /I.l

(Interim 1993)

Each resource in the guide provides bibliographic information, an annotation where appropriate, and a
correlation to Tourism Studies modules. The distributor code for each entry will facilitate ordering
resources. It is recommended that teachers preview all resources before purchasing, or purchase one
copy for their reference and additional copies as required.

Distribu-
tor Code

Levels/Mod. No.

ATEC

101

201

301

Author

Title

Distributor S
Code— See

Bibliographic Information

Distributor

Directory

Annotation

1 = Introductory Level

2 = Intermediate Level

3 = Advanced Level

1 Indicates
module
number

HOW TO ORDER

Most authorized resources are available from the Learning Resources Distributing Centre (LRDC) at:

12360- 142 Street

Edmonton, AB

T5L 4X9

Telephone: (403) 427-2767

Fax: (403) 422-9750

Purchase order numbers have been provided (where possible) for resources available through the
LRDC.

The section on Additional Sources lists a variety of other places to find information (e.g., the Alberta
Tourism Education Council [ATEC] and the Urban and Regional Resource Centres). In addition, at the
back of this document is a Distributor Directory, which contains the name and address of each
publisher/distributor referred to in the resource list. Note that in some cases a resource may be
published by one company but distributed through another.

The information contained is as complete and accurate as possible.

RESOURCE POLICY

For further information on resource policy and definitions, refer to Student Learning Resources Policy
and Teaching Resources Policy or contact:

Learning Resources Unit

Curriculum Branch

Alberta Education

5th Floor, Devonian Building, East Tower

11160 Jasper Avenue

Edmonton, AB

T5K0L2

Telephone: 422-4872

Fax: 422-5129

Tourism Studies /1. 2
(Interim 1993)

CSB: 94 05 24

TOURISM STUDIES AT A GLANCE

MODULE OVERVIEWS

Tourism Studies is organized by modules, each of which is assigned a number based on the level.
Introductory level modules are assigned series 100 numbers; intermediate level, series 200 numbers;
and advanced modules, series 300 numbers. The module numbers are prefaced with TOU, for Tourism
Studies, which differentiates Tourism Studies modules from other Career and Technology Studies
modules.

The resource listing provides correlations to Tourism Studies modules at the introductory, intermediate
and advanced levels.

Below is a brief description of module learner expectations for each module in Tourism Studies.

Module TOU101: The Tourism Industry

Students analyze the organizational structure of the tourism industry at local and provincial levels, and
investigate employment opportunities in tourism.

Module TOU102: People and Places

Students design strategies for maintaining and enhancing the well-being of tourists, including individuals
and groups such as families, and for preserving the cultural and environmental heritage of a tourism
area.

Module TOU103: Quality Guest Service

Students demonstrate the knowledge, skills and attitudes of quality guest service including hospitality,
effective communication and workplace safety.

Module TOU104: Tourism Food Sector

Students evaluate food service establishments, explain basic food-handling principles, demonstrate
satisfactory skills of food service and adapt service standards to meet the needs of guests.

Module TOU105: Tourism Accommodation Sector

Students research accommodation options available, discuss basic principles of the accommodations
industry and develop service strategies for handling individual guest requirements.

Module TOU 106: Tourism Travel Sector

Students research a variety of travel services, demonstrate basic travel information and promotion skills,
and investigate career opportunities in providing travel information.

Module TOU 107: Tourism Attractions Sector

Students analyze and compare the natural, cultural and recreation attractions available in Alberta,
develop strategies to maintain the well-being of guests and investigate employment opportunities in
these areas.

Module TOU201: Tourism Events

Students plan, organize, facilitate and evaluate a tourism event in the school or community.

Module TOU204: Food Functions

Students demonstrates the knowledge and skills of serving food for a food function that he or she has
planned to meet the needs of a client.

Module TOU205: Meetings and Conferences

Students develop a meeting plan, facilitate and evaluate the success of the meeting plan, and
investigate opportunities in meeting and convention planning.

CSB: 94 05 24 Tourism Studies /I.3

(Interim 1993)

Module TOU206: Tourism Destinations I

Students demonstrate knowledge of world tourism geography by presenting travel information about
North America and at least one other world region.

Module TOU207: Tourism Destinations II

Students demonstrate knowledge of world tourism geography by presenting travel information about at
least four major tourism regions of the world.

Module TOU208: Travel Planning

Students create and evaluate an Alberta tour package and an international travel package including
itinerary, tour and attractions information, and traveller information.

Module TOU209: Tourism Interpretation I

Students evaluate the different types of interpretation media and demonstrate the basic skills of an
information attendant by conducting an interpretation program for a tourism activity.

Module TOU210: Tourism Interpretation II

Students create, implement and evaluate interpretation programs for both conducted and non-
conducted activities, and demonstrate the skills of an effective leader in a conducted activity.

Module TOU303: Food Service Operations

Students relate trends and issues in food service to industry activity, design food service strategies and
present a marketing or venture plan for a food service business.

Module TOU304: Hotel/Motel Operations

Students demonstrate correct check-in and check-out procedures, and research the organization of a
large hotel, analyze marketing strategies and present a marketing plan for a hotel department.

Module TOU305: Alternative Accommodations

Students research and discuss issues related to alternative accommodations, develop a service strategy
and standards, and present a venture or marketing plan for an alternative accommodation business.

Module TOU306: Travel Agency Operations

Students research the operation of a travel agency and the role and work activities of a travel agent,
and present a marketing or venture plan for a travel agency.

Module TOU307: Airline Reservations

Students processes travel reservations using a computer reservation system, develops an itinerary and
provides the traveller with information related to the itinerary/destination.

Module TOU308: Tourism Air Transportation

Students research and report on the organization and operation of a major airline, and present a
marketing plan for an airline.

Module TOU309: Tourism Surface Transportation

Students research the business operations and career opportunities of rail, motor coach, auto and
cruise industries, and present a variety of marketing strategies for a transportation industry.

Module TOU310: Attractions Operations

Students analyze the economic, social, cultural and environmental impact of attractions operations, and
present a marketing or venture plan for an attractions development.

Tourism Studies /I.4 CSB: 94 05 24

(Interim 1993)

Module TOU311: Adventure and Ecotourism

Students analyze the economic, social and environmental factors that influence the development plan
for an adventure or ecotourism venture, and compare management issues for different types of
recreation areas.

CSB: 94 05 24 Tourism Studies /I.5

(Interim 1993)

SCOPE AND SEQUENCE

(Interim Status, September 1993)
TOURISM STUDIES

INTRODUCTORY INTERMEDIATE ADVANCED

THEME

Nature of the
Industry

The Touriam Industry

Tourism Events

People and Places

■'

Quality Guest Service

Food

Tourism Food Sector

Food Functions

Food Service Operations

Accommo-
dation

Tourism Accommodation
Sector

Meetings and Conferences

Hotel/Motel Operations

Alternative
Accommodations

Travel

Tourism Travel Sector

Tourism Destinations I

Travel Agency Operations

Tourism Destinations II

Airline Reservations

Travel Planning

Tourism Air
Transportation

Tourism Surface
Transportation

Attractions

Tourism Attractions Sector

Tourism Interpretation I

Attractions Operations

Tourism Interpretation II

Adventure and Ecotourism

Prerequisite

Recommended prerequisite or corequisite

Tourism Studies /I.6
(Interim 1993)

CSB: 94 05 24

AUTHORIZED RESOURCES

BASIC LEARNING RESOURCES

The following basic learning resources have been authorized by Alberta Education for use in the
Tourism Studies curriculum. A curriculum correlation appears on pages 1.8 and 1.9.

Distributor
Code

Resources

ACC

LRDC

ACCESS Network. Project Planning, Anatomy of a Plan, Portfolios, Innovation, Making
Ethical Decisions, The Ethics Jungle, Go Figure. (Career and Technology Studies
series.) Edmonton, Alberta: ACCESS Network, 1993-94. Videotapes and utilization
guides.

A series of 15-minute videotapes that are relevant in all CTS strands. The series will include Creativity.
Responsibility, Teamwork and Professionalism.

Howell, David W. Passport: An Introduction to the Travel and Tourism Industry.

Second edition. Cincinnati, OH: South-Western Publishing Co., 1993. Student text.
LRDC PO#252841 .

Provides an overview of the travel and tounsm industry and is designed to help students understand the
roles played by vanous personnel involved in travel and tourism.

Timmons, Veronica. Tourism and Travel: Focus Canada: A Guide to Canada's
Tourism Industry and its Careers. Third edition. Vancouver, BC: Timmons and
Associates, 1 989. Student resource and computer disk. LRDC PO#242967.

Provides information about the different sectors of the industry and how they are organized. Contains
information about most entry-level |Obs and available career paths.

SUPPORT LEARNING RESOURCES

The following support learning resource is authorized by Alberta Education to assist in addressing some
of the learner expectations of a module or components of modules (TOU206 and TOU207).

Distributor
Code

Resources

LRDC

Hannell, Christine, Robert Harshman and Graham Draper. Travel and Tourism: A World
Geography. Toronto, ON: John Wiley & Sons, 1992. LRDC P0#255192.

Links issues and trends in 1 1 sample regions around the world with the travel and tounsm industry in each.
Provides a variety of learning expenences including planning and collaborative activities.

CSB: 94 05 24

Tourism Studies /1. 7
(Interim 1993)

TEACHING RESOURCES

The following teaching resource is authorized by Alberta Education to assist teachers in the instructional
process.

Distributor
Code

Resources

LRDC

Howell, David W. Passport: An Introduction to the Travel and Tourism Industry.
Second edition. Cincinnati, OH: South-Western Publishing Co., 1993. Instructor's
resource manual. LRDC PO#261701.

Accompanies the student text descnbed above.

Tourism Studies /1. 8
(Interim 1993)

CSB: 94 05 24

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Tourism Studies /1. 9
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Tourism Studies /1. 10
(Interim 1993)

CSB: 94 05 24

OTHER RESOURCES

These titles are provided as a service only to assist local jurisdictions to identify resources that
contain potentially useful ideas for teachers. Alberta Education has done a Tolerance and
Understanding audit and a preliminary review of the resources. However, the responsibility to
evaluate these resources prior to selection rests with the user, in accordance with any existing local
policy.

Distributor
Code

Other Resources

Levels/Module No.

ATEC

Alberta Tourism Education Council. Is There a Tourism Career in
Your Future? Edmonton, AB: Alberta Tourism Education
Council.

A booklet that includes general tourism information in the form of a quiz
followed by information on career options in tounsm.

101
104
105
106
107

NEL

Ames, Margaret. The Travel Agency of D.C.: A Job Simulation.
Second edition. Cincinnati, OH: South-Western Publishing
Co., 1991.

A self-contained package that simulates the position of a travel agent in an
agency. Introduces realistic travel agency procedures and activities. Entire
simulation requires about 25 to 35 hours to complete. Includes manuals,
forms and documents required by the student, and an instructor's guide and
cassette.

306

CCP

Baird, Chris and Linda Carter. Front Office Assignments.
London, England: Pitman, 1988.

A collection of assignments, case studies and exercises that provide ideas for
classroom and student-centred learning. Currency, location, etc., are British.

105

306

LPP

Blake, Don. Alberta Trivia. Revised edition. Edmonton, AB:
Lone Pine Publishing, 1992.

Includes photos and descriptions of history, services, transportation, sports,
cities and towns, parks, museums, zoos, etc. A reference for games, quizzes
and general interest

101

102

GPC

Carpenter, Jeff. Tourism Exercises and Activities. Toronto, ON:
Hodder & Stoughton, 1990.

Includes groups of learning activities, each covering a different theme in tourist
training. Over 125 questions test students on information content and on
basic themes and skills. Refers to UK Tourism.

101
106

206

LPP

Donaldson-Yarmey, Joan. Back Roads of Northern Alberta.
Edmonton, AB: Lone Pine Publishing, 1992.

Describes northern Alberta's famous and infamous citizens, natural and man-
made attractions, stories and humour. Sections cover roads that share the
same history or scenery, are in the same ecological zone or make a nice one-

101
106

day tnp.

CSB: 94 05 24

Tourism Studies /1. 11
(Interim 1993)

PRINT (continued)

Distributor
Code

Other Resources

Levels/Module No.

LPP

HMF

MMC

NEL

ALT

Donaldson-Yarmey, Joan. Back Roads of Southern Alberta.
Edmonton, AB: Lone Pine Publishing, 1992.

Describes southern Alberta's famous and infamous citizens, natural and man-
made attractions, stories and humour. Sections cover roads that share the
same history or scenery, are in the same ecological zone or make a nice one-
day tnp.

Dostal, June. Beryn Ice Cream Company: A Management and
Marketing Simulation. Second edition. Markham, ON:
Houghton Mifflin Co., 1989.

A management/marketing simulation where students take an entry-level
management position to work in six departments of the company: Operations,
Marketing, Production, Information Processing, Finance and Personnel. The
student workbook contains all necessary information and forms to make this a
possible independent study unit. Teacher's manual has completed forms and
suggested answers.

Foster, Dennis L. First Class: An Introduction to Travel and
Tourism. Mission Hills, CA: Glencoe/McGraw-Hill, 1990.

Textbook covers the history, scope and functions of the industry, and develops
an understanding of and skills in constructing itineraries: using the Official
Airline Guide; calculating air tanffs and fares: domestic and international
ticketing; handling hotel, motel, resort reservation; booking tour and car
rentals; and using references and resources. Provides overview of job
opportunities, responsibilities and professionalism, instructor's guide has
supplementary aids, lesson plans and sample assignments and quizzes.
(Note: In-depth discussion of procedures may be appropriate for higher
levels.)

Gold, Hal. The Cruise Books: From Brochure to Bon Voyage.
Scarborough, ON: Nelson Canada, 1990.

Examines the techniques and technicalities of the cruise industry: the
psychology of the cruise (history and contemporary trends), detailed
information on all major cruise lines (itineraries and evaluations), and in-depth
material describing the development of the cruise market and the opportunities
to bring this recreational activity to a mass market. Instructor's guide includes
chapter overviews, answers to text questions and discussion possibilities.

Government of Alberta. Guidelines for the Development and
Operation of a Bed and Breakfast Home in Alberta.
Edmonton, AB: Alberta Tourism.

A manual intended to assist prospective hosts to plan, develop and operate a
bed-and-breaktast business. Regulations that may affect the operations of
such a facility are mentioned.

101

106

304

208

304
306
307
308
309

106

208

306

105

305

Tourism Studies /1. 12
(Interim 1993)

CSB: 94 05 24

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Distributor
Code

Other Resources

Levels/Module No.

DJUS

Government of Alberta. Impaired Driving Program. Edmonton,
AB: Solicitor General.

Describes the designated driver concept and outlines the programs that are
operational in Alberta, Canada and the United States. Also provides an
overview of the Alberta-wide program being established.

103
104

303

ALT

Government of Alberta. Minimum Standards for Approved
Campgrounds and Trailer Parks. Edmonton, AB: Alberta
Tourism, updated June 1988.

Includes campground classifications, regulations and procedures for
development.

105

305

ALT

Government of Alberta. Minimum Standards for Approved Guest
Ranches and Country Vacations. Edmonton, AB: Travel
Alberta, July 1985.

Lists minimum standards for approval of these accommodation facilities,
recommendations and guidelines for operation.

105

305

EPPC

Government of Alberta. Report of the Environmental Legislation
Review Panel. Edmonton, AB: 1991.

Makes recommendations regarding the proposed Alberta Environmental
Protection and Enhancement legislation and includes a summary of written
and oral submissions from the public from 12 locations in Alberta

101
102

ssc

Government of Canada. Tourism on the Threshold. Hull, PQ:
Supply and Services Canada, 1990.

Pamphlet descnbes the state of the tourism industry in Canada and the new
Federal Tourism Policy, which is included in an appendix. Also describes the
challenges faced by the industry including responding to major market trends,
developing new products, expanding infrastructure, applying innovative
technologies, and managing human resources. It shows where the industry
could be if it responds to these challenges energetically and effectively.
Concludes with how the federal government can help the industry respond to
these challenges.

101

uws

Interpreters' Handbook Series. Stevens Point, Wl: University of
Wisconsin-Stevens Point Foundation Press Inc.
Series contains The interpreters Guidebook: Techniques for Programs
and Presentations (1992); Signs. Trails, and Wayside Exhibits: Connecting
People and Places: Creating Environmental Publications: A Guide to
Writing and Designing for Interpreters and Environmental Educators
(1992): and Making the Right Connections: A Guide for Nature Writers.

209
210

CSB: 94 05 24

Tourism Studies /1. 13
(Interim 1993)

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Other Resources

Levels/Module No.

NEL

Jedrziewski, David R. The Complete Guide for the Meeting
Planner. Cincinnati, OH: South-Western Publishing Co.,
1991.

The text/workbook format is suitable for high school students to help them
understand how to use guidelines and checklists. The material is arranged in
chronological order from the earliest stage' of planning a meeting/conference to
evaluation of the event Each part is independent of the others and includes
one exercise that can be completed in the classroom and one that requires
research and observation in the field. These learning activities give the
students an opportunity to apply the knowledge and practise the skills required
for a successful event (Note: Resource lists are for United States.)

201
205

PRH

Landry, Janice L. and Anna H. Fesmire. Explorations: Travel
Geography and Destinations Study. Engiewood Cliffs, NJ:
Prentice-Hall, Inc., 1994.

Combines geographical knowledge with a study of travel destinations.
Includes chapter reviews, "up-close" and at-a-glance sections.

NEL

Mancini, Marc. Conducting Tours— A Practical Guide.
Cincinnati, OH: South-Western Publishing Co., 1989.

Binder and instructor's guide include the basics of tour creating and guiding,
strategies for managing group behaviour, tips on using cultural sensitivity in
tours, information on other branches of the travel industry, ideas for making
commentary more effective, advice on dealing with the unexpected and
suggestions to help get and keep a tour guide position.

209
210

WIL

Mcintosh, Robert W. and Charles R. Goeldner. Tourism
Principles, Practices, Philosophies. New York, NY: John
Wiley & Son, Inc., 1990.

A post- secondary level text that includes major concepts in tourism, what
makes tourism possible, how tourism can become an important economic
factor, study approaches, travel motivators, development principles, marketing,
research, consumerism and some hypotheses for the future. Instructor's
manual and test bank available.

101
102
106

206

208

306
308
309
310
311

NEL

Metalka, Charles, J. The Dictionary of Hospitality, Travel and
Tourism. Third edition. Scarborough, ON: Nelson Canada,
1990.

Over 3000 entnes define clearly and concisely terms from vanous fields within
the tounsm industry. Includes appendix of associations, organizations and
government bodies involved in the tounsm industry (American).

101

Tourism Studies /1. 14
(Interim 1993)

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Levels/Mcdulf

2 No.

NEL

Morrison, Aiastair M. Hospitality and Travel Marketing. Albany,
NY: Delmar Publishers Inc., 1989.

Textbook provides comprehensive and systematic coverage of marketing
theory and techniques for the hospitality and travel sectors. (Note: Intended
for second- to fourth-year post-secondary students and may not suit a high
school audience. May be used as a reference for teachers.) Instructor s
manual has transparencies, assignments and answers.

304
306

NGS

National Geographic Society. National Geographic Traveller.
Washington, DC.

Contains regular columns and feature articles on travel destinations around
the world. Periodical published six times a year. A reference for destination
studies, advertising and marketing.

206
207

WIL

Powers, Tom. Marketing Hospitality. New York, NY: John Wiley
and Sons, Inc., 1990. Text.

Textbook provides comprehensive information on marketing from a hospitality
perspective. Study guide available.

NEL

Reilly, Robert T. Effective Communication in the Travel Industry.
Scarborough, ON: Nelson Canada, 1990.

This easy-to-follow textbook discusses the principles of communication and
applies them to the travel industry. Designed to help students develop the
communication skills necessary to function as travel professionals. (Note:
This classroom reference may be used when working on letters,
advertisements, presentations and proposals.) Instructor's guide has chapter
overviews and answer key.

205
208
209
210

304

NEL

Reilly, Rober; T. Handbook of Professional Tour Management.
Second edition. Scarborough, ON: Nelson Canada, 1991.

Textbook provides a comprehensive foundation for understanding all the
elements that go into producing and directing a group tour: planning,
developing, and costing are covered, as well as conducting a tour from the
time it leaves its home base until it returns. Instructor's guide has chapter
overviews and answer key.

208

306

NEL

Reilly, Robert T. Travel and Tourism Marketing Techniques.
Second edition. Scarborough, ON: Nelson Canada, 1988.

Textbook descnbes market research, types of media and their use, and
specific information on advertising in the different sectors. Teacher's guide
has chapter overviews and answer key.

303
304
306
308
309
310

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Tourism Studies /1. 15
(Interim 1993)

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Levels/Module No.

NEL

Rutherford, Denney G. Introduction to the Conventions,
Expositions and Meetings Industry. New York, NY: Van
Nostrand Remhold, 1990.

Intended for the post-secondary level, this text discusses the convention and
meetings industry in a number of categories including associations, convention
facilities, meeting planners, hotels and facilities, exhibitors, transportation, and
food and beverage. Appendices include convention industry contact
addresses in the United States. No pictures and few charts or diagrams.
Suitable as a teacher resource.

205

MMC

Saulness, Cindy. Hospitality Marketing: Travel and Tourism.
Mission Hills, CA: Glencoe/McGraw-Hill, 1992.

Textbook and teacher's manual provide an overview of travel and tounsm
industry and careers, basic marketing and trends, airline and surface travel
reservations, and sales applicable to travel agency operations.

208

306
307
309

NEL

Sebo, Robert Lee. The Traveller's World Destination Geography.
Cincinnati, OH: South-Western Publishing Co., 1991.

Textbook provides a broad knowledge of world geography, destinations and
cultures. Includes overview and detailed maps. Teacher's manual includes
an answer key to the chapter questions and chapter tests, and transparencies.

206
207

MHR

Smith, William 0. Restaurant Marketing. Second edition. Career
Competencies in Marketing Series. Whitby, ON: McGraw-Hill
Ryerson, 1990.

Includes an overview of the food service industry, marketing, communications,
food preparation and service, pricing and administration. Each unit includes
an extensive project that relates to the unit material. Teacher's manual
available.

104

204

303

NEL

Stevens, Laurence. Your Career In Travel, Tourism & Hospitality.

104

303

Albany, NY: Delmar Publishers Ltd., 1988.

105

304

Textbook describes career opportunities in airlines, travel agencies, tour

106

306

operations, accommodation, food service and the tourism industry

infrastructure.

PRH

Stiel, Holly and Delia Collins. Ultimate Service: The Complete
Handbook to the World of the Concierge. Englewood Cliffs,
NJ: Prentice-Hall Inc., 1994.

Covers all aspects of "conciergeland" in an informative, common-sense style.
Includes good ideas, danger signs and anecdotes.

NEL

Stnanese, Anthony J. Dining Room and Banquet Management.
Albany, NY: Delmar Publishers Ltd., 1990.

Textbook addresses the importance of service in the restaurant and banquet
fields. It introduces new theories in the evolution of service. It is divided into
three parts: the hospitality industry, an a la carte restaurant and a banquet
facility.

104

204

303

Tourism Studies /I.16
(Interim 1993)

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Other Resources

Levels/Module No.

ATEC

Tourism: Joining Alberta's Best. Edmonton, AB: Alberta
Tourism Education Council, 1990.

Classroom presentation, delivered by industry representatives by appointment,
is designed to increase student awareness of career opportunities in tounsm.

101

TIA

Tourism Industry Association of Canada (TIAC). National Round
Table on the Environment and the Economy. Code of Ethics
and Guidelines for Sustainable Tourism.

101
102

ARPW

von Hauff, Donna, Editor. Alberta's Parks: Our Legacy.
Edmonton, AB: Alberta Recreation, Parks and Wildlife
Foundation, 1992.

A classroom or library reference that describes the parks in each geographical
region of Alberta. Contains colour pictures, a short descnption of each park, a
time iine of the history of Alberta parks and a trivia section.

102
106
107

PRH

Walsh-Heron, John and Terry Stevens. The Management of
Visitor Attractions and Events. Englewood Cliffs, NJ:
Prentice-Hall Inc., 1990.

Hands-on approach to visitor attractions and events: the structure of the
sector and how rt functions, and how to develop a career in it.

NEL

Weissinger, Suzanne. Hotel/Motel Operations An Overview.
Cincinnati, OH: South-Western Publishing Co., 1989.

Textbook, instructor's manual.

105

304
305

ECA

Wight, Pamela. Tourism in Alberta. Edmonton, AB: Environment
Council of Alberta, 1988.

Discussion paper about the potential for a partnership between tourism and
tne environment and the implications of policy development.

101
102

NEL

Woodring, Carol D. and Gail S. Huck. Reservations and

Ticketing: Apollo. Albany, NY: Delmar Publishers Inc., 1991.
Textbook and software provides students and professionals with a working
knowledge of the Apollo System through three sections that represent three
levels of learning expertise. It teaches the process of automated reservations
and ticketing using Apollo, it takes the learner step-by-step through the
procedures of reservations ticketing in a logicaJ and straightforward manner.
The book can be used with or without a live Apollo System. The software
runs on DOS 3.2. Instructor's manual available.

307

NEL

Zedlitz, Robert. Getting a Job in the Travel Industry. Cincinnati,
OH: South-Western Publishing Co., 1989.

A step-by-step guide to obtaining a career position in the travel industry. It
also tells students how to leave a job peacefully and with excellent references
should a better opportunity present itself. Binder, instructor's manual
available.

106

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Tourism Studies /1. 17
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OCCUPATIONAL STANDARDS

ATEC

Food and Beverage Server

104

202
203
204

301
302
303

ATEC

* Bartender

104
105

202

203

301
302
303
304

ATEC

Maitre d'

104

202
203

301

302
303

ATEC

Host/Hostess

104

202
203

301
302
303

ATEC

Local Tour Guide

106

202
203
209
210

301
302

ATEC

Housekeeping Room Attendant

105

202
203

301

302
304
305

ATEC

Beverage Services Manager

104
105

202
203

301

302
304
305

ATEC

Outdoor Guide— Core Skills

107

202
203
209
210

301
302
311

* Students must be at least 18 years of age to serve alcohol.

A number of other occupational standards are available. Contact ATEC (See Distributor Directory) for
more information.

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ACCOMMODATION

ATEC

Front Desk Courtesy. Scarborough, ON: Omega Films Ltd.

Shows how front desk employees influence guests' impressions of the
establishment Examples of good and poor courtesy are shown, including
handling problems, suggestive selling and dealing with problem guests.
(11 mm.)

304

ATEC

Front Office— Handling Guest Complaints. East Lansing, Ml: The
Educational Institute of the American Hotel & Motel
Association.

Promotes positive techniques for handling most complaints. (25 min.)

304

AHM

Front Office— Registering the Guest. East Lansing, Ml: The
Educational Institute of the American Hotel & Motel
Association.

Goes through the steps of registering a guest smoothly and efficiently. (25
mm.)

304

ATEC

Guest Service— Building a Professional Team. East Lansing, Ml:
The Educational Institute of the American Hotel & Motel

Association.

Outlines how customers and employees can benefit from professional service.
(14 mm.)

103

ATEC

Guest Service— Putting the Guest First. East Lansing, Ml: The
Educational Institute of the American Hotel & Motel
Association.

Shows how important the employees' attitudes are to their work and how their
behaviour and their guests' behaviour can be affected by events unrelated to
work. (17 mm.)

102

103

AHM

Handling Reservations Properly. East Lansing, Ml: The
Educational Institute of the American Hotel & Motel
Association.

Goes through the steps that could eliminate problems and improve service in
reservations. (19 mm.)

304

ATEC

Hotel Security. Scarborough, ON: Omega Films Ltd.

Raises security awareness and illustrates fundamental precautions that reduce
risk to guests. (32 mm.)

102

ATEC

Housekeeping — Communications and Motivation. East Lansing,
Ml: The Educational Institute of the American Hotel & Motel
Association.

Outlines the importance of the housekeeping department to the success of the
facility. (20 mm.)

105

304

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Tourism Studies /1. 19
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AHM

Providing Professional Bell Service. East Lansing, Ml: The
Educational Institute of the American Hotel & Motel
Association.

Describes the roie of a guest services attendant (22 mm.)

304

CAREERS

ATEC

Alberta— Accent on Excellence. Edmonton, AB: Alberta Culinary
Arts Foundation.

Highlights the success of Alberta chefs at the World Culinary Olympics and
looks at career opportunities in this area (12 mm.)

104

303

ATEC

ARFA: Making It Happen. Edmonton, AB: Alberta Restaurant
and Foodservices Association.

Identifies the scope and importance of the food services industry in Alberta
Provides an overview of the Alberta Restaurant and Foodservices Association
and highlights the programs, services and benefits provided by ARFA to the
restaurant and food services industry in Alberta (10 mm.)

303

CRF

Careers Cafe. Toronto, ON: Canadian Restaurant and
Foodservices Association.

Shows the potential for careers in the food service industry, and provides
statistics of the food service industry's growth. (11 mm.)

104

303

AHM

Hotel/Motel Careers — Check In Today. East Lansing, Ml: The
Educational Institute of the American Hotel & Motel
Association.

Looks at the variety of choices, opportunities and rewards that can come from
careers in the tourism/hospitality industry. (15 mm.)

105

ATEC

/ Love My Career, Wish You Were Here. Edmonton, AB: Travel
Alberta.

101

ATEC

Joining Alberta's Best. Edmonton, AB: Alberta Tourism

Education Council (ATEC) with Tourism Industry Association
of Alberta (TIAALTA).

Focuses on positive, upbeat testimonials from a cross-section of tourism
personnel. Highlights the magnitude of the industry, the range of opportunities
and the availability of post-secondary education and training. (16 mm.)

101

ATEC

Surprise It's Tourism. Edmonton, AB: Alberta Tourism.

Outlines how Albertans benefit from tourism and shows how communities can
become involved in the industry. (16 mm.)

101

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CUSTOMER RELATIONS

ATEC

Conflict and Confrontation. Winnipeg, MB: Marlin Motion
Pictures.
Demonstrates the skills necessary for handling irate customers. (14 mm.)

103

ATEC

How to Handle the Irate, Angry, Rude, Unhappy and Sometimes
Abrasive Caller on the Phone. Scarborough, ON: Omega
Films Ltd.

103

ATEC

Dealing with Angry Customers. Winnipeg, MB: Marlin Motion
Pictures.

Provides a simple method for dealing with angry customers: deal with the
person, then with the problem. (16 mm.)

103

ATEC

Dealing with People. Winnipeg, MB: Marlin Motion Pictures.

Demonstrates basic skills involved in effective customer service. Shows that
all of us are customers and that effective customer service is only effective if
the customer feels it. (12 mm.)

103

ITF

Dealing with People on the Telephone. Vancouver, BC.
International Tele-Film.

Suggests key words, phrases and methods for dealing with customers on the
telephone. (20 mm.)

103

MMP

Explosive Situations: Defusing the Angry Customer. Winnipeg,
MB: Marlin Motion Pictures.

Illustrates different methods for dealing with angry customers. (24 mm.)

103

ATEC

Handling Complaints. Scarborough, ON: Omega Films Ltd.

Vignettes illustrate concepts of attitude, listening, accepting and clarifying the
complaint. (14 mm.)

103

ATEC

Handling Customer Complaints. Vancouver, BC. International
Tele-Film.

Studies the front-line emDloyees and the imDortance of their first encounters
with customers in enhancing the company's goodwill. (20 mm.)

103

ATEC

It's Up to You. Winnipeg, MB: Marlin Motion Pictures.

Illustrates that getting ahead and staying there is usually up to the employees.
Offers strategies to help employees become successfully involved. (14 mm.)

103

BBC

Managing Customer Service. Toronto, ON: BBC Education &
Training.

103

ATEC

New Handling Complaints. Scarborough, ON: Omega Films Ltd.

Illustrates procedures for handling a complaint in a manner that creates
customer goodwill. (14 mm.)

103

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Tourism Studies /I.21
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EDN

Positive Attractions. Edmonton, AB: Edmonton Northlands.

In mime form, illustrates approaches to guest service and handling complaints.
Highlights the attractions sector. (17 mm.)

103

ATEC

Telephone Courtesy Pays. Scarborough, ON: Omega Films Ltd.
Develop skills and attitudes essential to telephone courtesy. (7 mm.)

103

ITF

Telephone Courtesy Pays Off. Vancouver. BC: International
Tele-Film.

Demonstrates proper use of the telephone to improve the image and increase
business in a company. (18 mm.)

103

ATEC

Telephone Manners. Scarborough, ON: Omega Films Ltd.

Identifies steps in answenng a phone call. Points out that the voice on the
phone is the voice of the organization. (1 1 mm.)

103

ATEC

Turnabout — Put Yourself in the Customer's Shoes. Vancouver,
BC: International Teie-Film.

Dramatizes common customer service incidents in which customers are not
treated properly and then changes the incidents to positive expenences.
(16 mm.)

103

ATEC

Winning With Customers. Two parts. Vancouver, BC:
International Tele-Film.

Uses a variety of situations (e.g., museum, hotel, office and hospital) to
emphasize the importance of paying attention to customers' feelings and
wants, and of dealing with these feelings and offenng options for the solution
of problems. Illustrates a team approach and creative customer service.
(40 mm.)

103

FOOD SERVICE

ATEC

Art of the Restaurant Service Professional. American Express.

Examines ways of using sales techniques to improve service and improve
customer response. (10 mm.)

104

303

ATEC

Banquet Service. Scarborough, ON: Omega Films Ltd.

Discusses duties and responsibilities of banquet service personnel. Shows
time-saving techniques and how to serve a variety of food items. (15 mm.)

104

204

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AHM

ATEC

ATEC
ATEC

Better Banquet. East Lansing, Ml: The Educational Institute of
the American Hotel & Motel Association.

Focuses on efficiency and service as areas to build the skills of banquet
servers. (20 mm.)

Buffet Layout and Service. Scarborough, ON: Omega Films Ltd.

Illustrates techniques for buffet layout, attractive table display and food
service. Describes procedures of buffet equipment set-up. (12 mm.)

Cafeteria Service. Scarborough, ON: Omega Films Ltd.

Demonstrates basic job responsibilities of food servers in cafeterias. (9 mm.)

Professional Dining Room Service. Two parts. East Lansing, Ml:
The Educational Institute of the American Hotel & Motel
Association.

Provides mechanical and interpersonal skills necessary to provide professional
food service. (40 mm.)

104

104
104

204
204

303

ATEC

CHR
ACC

MANAGEMENT AND SELF-DEVELOPMENT

Keeping Your Mind on the Job. Scarborough, ON: Coronet Film
& Video.

Shows how managers and employees can improve productivity and reduce
job-related injuries by learning to recognize the underlying causes for
accidents and mistakes on the job. (16 mm.)

Tourism is Your Business. Ottawa, ON: Travel Canada.

Designed for people who own or operate (or plan to own and operate) a small
or medium-sized hotel/motel in Canada It provides the financial management
skills needed to help ensure success of the operation. (90 mm., 3-cassette
set.)

Welcome to the Future. Washington, DC: CHRIE.

Describes the wide variety of job opportunities in the tourism industry, now
and in the future. (14 mm.)

What's Cooking. Two parts. Edmonton, AB: ACCESS Network.
Outlines and explains career paths in food preparation. (15 mm.)

103
105

101
104

304

ATEC

SANITATION AND HYGIENE

Sanitation and Hygiene: Why the Importance. Scarborough, ON:
Omega Films Ltd.

Shows biological reasons for kitchen sanitation and hygiene and the conditions
for controlling bacteria growth. (10 mm.)

204

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Tourism Studies /I.23
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ATEC
ALT

Sanitation: Conquering Kitchen Germs. East Lansing, Ml: The
Educational Institute of the American Hotel & Motel
Association.

Demonstrates basic information on good sanitation practices in the kitchen.
Consequences of improper sanitation procedures are shown, and proper
procedures are demonstrated. (18 mm.)

Alberta In All Her Majesty. Edmonton, AB: Alberta Tourism.

Describes Alberta and its beauty. (13 mm.)

101
106

204

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ADDITIONAL SOURCES

Available to Tourism Studies teachers, both
locally and provincially, are many sources of
information that can be used to enhance Career
and Technology Studies courses. These sources
are available through the community,
government agencies, resource centres and
organizations. Some of these sources, e.g.,
government departments, undergo frequent name
and/or telephone number changes. Please
consult your telephone directory or an appropriate
government directory.

The following is a partial list of sources in the
community to consider:

TEACHER-LIBRARIANS

Planned and purposeful use of library resources
helps students grow in their ability to gather,
process and share information. Research
activities require access to an adequate quantity
and variety of appropriate, up-to-date print and
non-print resources from the school library, other
libraries, the community and additional sources.
Some techniques to consider are:

• planning together

• establishing specific objectives

• integrating research skills into planning.

Cooperation between the teacher-librarian and
the subject area teacher in the development of
effectively planned resource-based research
activities ensures that students are taught the
research skills as well as the subject content.
Also see Focus on Research: A Guide to
Developing Student's Research Skills referenced
in the Alberta Education Resources section.

ALBERTA EDUCATION SOURCES