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DOCUMENT RESUME
ED 322 360 CE 055 482
TITLE Tourism Curriculum.INSTITUTION Alaska State Dept. of Education, Juneau. Div. of
Adult and Vocational Education.PUB DATE 88NOTE 86p.PUB TYPE Guides - Classroom Use - Guides (For Teachers) (052)
EDRS PRICE MF01/PC04 Plus Postage.DESCRIPTORS *Competence; *Competency Based Education; *Course
Content; Course Descriptions; *CurriculumDevelopment; *Educational Resources; HospitalityOccupations; Postsecondary Education; SecondaryEducation; State Curriculum Guides; Teacher Role;*Tourism; Travel; Vocational Education Teachers
IDENTIFIERS *Alaska
ABSTRACT
This competency-based curriculum guide is a handbookfor the development of tourism elucation programs. Based on a surveyof Alaskan tourism employers, it inc2ndes all competencies a studentshould acquire in such a welding progran. The handbook stresses theimportance of understanding the principles associated with thevarious components of the tourism industry. Units begin withdefinitions of terms and principles so that students will haveconceptual frameworks upon which they m develop a completeperspective for working in the field. The handbook is organized inthese seven sections: (1) the concept of competency-based curriculumand the role of vocational educators in curriculum planning,implementation, and evaluation; (2) the scope of tourismcompetencies; (3) competencies and tasks for the followingsubjects--Alaskan studies, geography and culture, industry structure,economics, marketing, communications, customer service, employabilityskills, travel planning services, accommodations, and internationaltourism; (4) course descriptions to assist school dis ricts indeveloping their vocational programs; (5) curriculum analysismatrices to be used to determine competencies for specific tourismcourses; (6) a sample skills card fo1: evaluating and recordingstudent progress; and (7) information on resources and specificmaterials available in Alaska and the rest of the nation. (KC)
Reproductions supplied by EDRS are the best that can be madefrom the original document.
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Alaska Department of Education 1988
23EST COPY AVAILABLE
TourismCurriculum
State of AlaskaSteve Cowper, Governor
Developed by the:Alaska Department of EducationOffice of Adult and Vocational Education
William G. Dammed, Commissioner
Karen Rya Is, Administrator,Office of Adult and Vocational Education
This publication was prepared with the support of U.S. Department ofEducation funds under the Carl Perkins Vocational Education Act, PL98-524. Copies are available from the Alaska Department of Education, Officeof Adult and Vocational Education, Alaska Vocational Materials Library,Box F, Juneau, Alaska 99811, (907)465-2980. This publication may beduplicated.
Alaska Department of Education 1988
The Alaska Department of Education is an equal opportunityemployer and will not discriminate in Department employment,supervision, practices, services or educational programs on thebasis of race, religion, color, national origin, age, sex, nandicap,marital status, changes in marital status, pregnancy, parenthood,veteran's status, veteran's disability or political affiliation.
4
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o
Table of Contents
Foreword
Acknowledgements
I. Introduction to Competency-Based Curriculum
i
iii
Competency-Based Curriculum 3Curriculum Delivery Systems 4Role of instructor in Curriculum Planning, Implementation,and Evaluation 4
II. Program Development 9
Scope of Tourism Competencies 10
Ill. Competencies and Tasks
Alaskan Studies 13North American/World Geography and Culture 17Industry Structure 19Economics 21Marketing 25Communications 29Customer Service 33Employability Skills 35Travel Planning Services 41Accommodations 49Intemationci Touhsm 55
IV. Course Descriptions 59
V. CurricAm Analysis Matrices 63
VI. Sample Skills Card 73
VII. Suggested Resources 77
11111111.16.,
5
oForeword
The hospitality and toudsm industries are among the fastest growing in Alaska, as well as the rest of the UnitedStates. The Alaska Visitor Industry is a billion dollar business. According to the Alaska DMsion of Tourism,the total number of out-of-state visitors to Alaska in 1987 was 744,000 with 533,100 of those visitors arrivingduring the summer months. These figures represented a 13% increase for the years 1985 to 1987. In 1986,the growth rate was 13 percent over the previous year.. The annual growth rate, historically, has been a steady3 to 5 percent. The demand for professional employees exceeds the supply by more than five years. Astudy done in 1985 showed that 19,000 people worked drectly in full-time year round jobs associated with thetravel industry in Alaska. Another 38,000 people were indirectly associated with the industry. The economicimportance of tourism in Alaska continues to grow every year.
This competency-based curriculum is designed to be a handbook for the development of tourism programs.It includes all competencies a student will acquire in a tourism education program. Development of thishandbook began with a survey of Alaskan tourism employers. Their priorities regarding the skills andknowledge students need to acquire to survive and thrive in the industry form the basis of this handbook.
The handbook stresses the importance of understanding the principles associated with the various compo-nents of the tourism industry. Units begin with definition of terms and principles so that students will haveconceptual frameworks to which they may develop a complete perspective for working in the field. The elevenunits are fundamental to understanding the tourism industry. The competencies and tasks are presented sothat instructors have the prerogative to determine which aspects they want to teach in basic and advancedlevel courses.
The handbook is organized in seven sections:
Section I introduces the concept of competency-based curriculum. The role of vocational educators incurriculum planning, implementation, and evaluation is also included.
Section II provides the soope of tourism competencies.
Section III presents the cuniculum including the competencies and tasks for tourism instruction.
Section IV contains course descriptions to assist school dstricts in developing their vocational programs.
Section V provides curriculum analysis matrices to be used to determine competencies to be included inspecific tourism courses.
Section VI contains a sample skills card for evaluating and recording student progress.
Section VII lists information on resources and specific materials available in Alaska and the rest of nation.
It is recommended that all students participate in career awareness and exploration experiences to help themunderstand the connection between school and work and make career plans.
Acknowledgements
This handbook reflects the competencies needed for entry-level employment due to the input of Alaskantourism professionals. Thanks and recognition go to the following technical committee members for theirassistance and cooperation:
Alaska Department of Commerce and Economic Development, Division of TourismAlaska Guides AssociationAlaska Private Lodgings Bed and Breakfast, AnchorageAlaska Railroad CorporationAlaska Visitors AssociationAlaska Waterways, Inc., ValdezAlaska Yukon RV Caravans, HyderAnchorage Convention and Visitors BureauAvis Rent A Car, AnchorageBob and Sally's Lodge, AnchorageClarion Hotel, AnchorageCozy Accommodations, HomerCruise Masters, Inc., SeattleDenali Salmon Bake, Denali National ParkGlacier Bay Lodge, SeattleHaines Chapter Alaska Visitors Association, HainesHotel Captain Cook, AnchorageJuneau Convention and Visitors BureauJuneau Lodges, Inc., JuneauKantishna Wilderness Trails, KantishnaKatmaland, Inc., AnchorageMariah Charters, AnchorageMark Air, FairbanksMatanuska-Susitna Convention and Visitors Bureau, WasillaOomingmak Musk Ox Producers Coop, AnchorageQuest Charters and Tours, AnchorageQuinnat Landing Hotel, King SalmonSalmon Falls Resort, KetchikanSheraton Hotel, AnchorageSitmer Cruises, Los AngelesSociety Expeditions, SeattleSourdough Outfitters, BettiesSt. George Tanaq Corporation, AnchorageTemsco Helicopters, JuneauThe Summor Inn Bed and Breakfast, FairbanksTides Inn, PetersburgWilderness Fishing, FairbanksWings of Alaska, Juneau
7I I I
A task force of Alaskan educators in tourism helped to define the units, competencies, and tasks. The taskforce which met to finalize this handbook deserves a great deal of credit for their hard work and valuable input:
Jennifer Deitz, The Travel Academy, AnchorageJudy Demers, The Career Center, AnchorageMarcia Snyder, Hutchison Career Center, FairbanksEdith Taylor, Alaska Pacific University, Anchorage
Special appreciation is expressed to Carin Smolin who coordinated the preparation and completion of thishandbook, and to Mark Hanson, Associate Director of the South East Regional Resource Centar, whoadministered this project.
Special thanks are due South East Regional Resource Center employees Ginger Murar and Dave Wood whodesigned the graphics for the handbook.
Thanks also go to the National Network for Curriculum Ccordination in Vocational and Technical Education(NNCCVTE) and participating states for providing resource materials which improved the quality of thishandbook and saved months of work.
Finally, Verde II Jackson, Curriculum Specialist for the Office of Adult and Vocational Education, must berecognized for designing the curriculum development process and for participating in every step of thehandbook's development ensuring that it is a model Alaskan curriculum of the highest quality.
Karen Rya IsAdministratorOffice of Adult and Vocational EducationAlaska Department of EducationOctober 1988
I v
s
I
Introduction toCornpetency-Based
Curriculum
Competency-Based Curriculum
Vocational education should be directed toward the skiPs, knowledge, and attitudes needed for successfulemployment. Tourism educators need to continually update their curriculum in order to prepare students forcompetition in the job market.
An effective method for delivering vocational education is through a competency-based curriculum. Thiscurriculum is based on a task analysis of the key occupations in tourism. Once a competency-basedcurriculum is set in place, student performance must be measured on levels of proficiency in thosecompetencies. Thus, the critical features of competency-based education are:
1) validating competencies to be included ir the curriculum; and2) evaluation of student competency levels.
This curriculum handbook sets direction for local curriculum developers. It provides a framework fordeveloping courses of study and lesson plans in local schools.
Curriculum Based On Competencies
Competence refers to the adequate performance of a task. The task may be evaluated according to theperf )rmance or process, the service, or both.
Competency-Based Vocational Education consists of programs that derive their content from the tasksperformed in each occupationfjob and assess student performance on the basis of preset performancestandards.
Learning materials define the competencies the student is to master, the cdteria by which the student will beevaluated, and the conditions under which the evaluation will occur.
Competency-based instruction places emphasis on the ability to do, as well as on leaming how and why.Stu lent performance and knowledge are individually evaluated against the stated criteria, rather than againstgroup norms.
The competency process utilizes a checkfist of attitudes, knowledge, and skills that are commonly needed byentry-level employees in tourism occupations. In developing this curriculum handbook, a cross-section oftourism professionals were asked to respond to a survey on the basis of needs within their own establish-ments. The survey results were summarized to deterrr 'ne which attitudes, knowledge, and skills wereimportant to firms in Alaska.
Student Performance Assessment
A curriculum becomes competency-based when students are assessed on the basis of their competence.Sample skill cards are provided in this guide for teachers who wish to use them in assessing the competencylevels of their students. The card has four levels of proficiency which allow continued development of skills.The card can be used to monitor students' progress as they move between tourism classes, between teachersand grade levels, and between school and work. The completed skills card is an important part of a placementportfolio when students begin their job searches.
310
Curriculum Delivery Systems
Vocational Student Leadership Organizations
Some of the competencies in this curriculum guide cannot be fully met in traditional classroom cnd lab settings.The Distributive Education Clubs of America (DECA) is a delivery system which can be integrated into theregular school program. Human relations skills as well as job skills will be enhanced by student partidpationin DECA. DECA activities should complement instruction in the tourism classroom and lab. They should beintegrated as a curriculum delivery system and not Mowed to become an extracurricular activity.
Cooperative Work Experience
Some of the competencies identified in this guide cannot be fully deve'roped at a school site. A work stationin the community offers realstic experiences in fulfilling the program goals in career development rd humanrelations. Cooperative Work Experience offers an excellent vehicle for the delivery of in3truction. With welldeveloped training plans, teachers and employers can cooperate to prepare students for employment.Cooperative Work Experience extends the instructional program beyond the availability of equipmentandinstructor time at the local school. Teachers and employers must maintain regular communicationsto assurethat students are receiving a high quality experience.
The Rural Student Vocational Program (RSVP) provides a Iwo week fulltime work experience for' studentsfrom rural areas where job stations are limited or non-existent.
The Job Training Pannership Act (JTPA) provides on-the-job experienceto disadvantaged youth in both urbanand rural areas.
Role of Instructor in Curriculum Planning,Implementation, and Evaluation
The vocational instructor fulfills many roles which include the following responsibilities:
Preprres a written vocational program plan.
Develops and maintains a written program philosophy with objectives that support the philosophy.
Maintains a written list of competencies identified as needed for the program area.
Devises and maintains a classroom management system for implementing the curriculum materialsprovided for the program area.
Evaluates the curriculum content periodically to determ'ne curriculum changes and updates. ihisincludes the involvement of the students (present and former), advisory committee members, and otherpersonnel.
Selects units of instruction and plans lesson plans based on the competencies of the occupation.
Provides appropriate instructional materials, supplies, and equipment for the students to use.
4
11
is
1
Provides school guidance counselor with information and updates regarding implementation of thespecific curriculum.
Reviews the instructional maierials to assure that they are free from sex bias and sex role stereotyping.
Works with an advisory committee.
Assists and/or serves as an advisor to the appropriate student organization related to the vocationalprogram area.
Plans and arranges an appropriate classroom learning environment. This involver> assisting students ofdifferent abilities to work at their own pace and in cases where remedial instruction is needed, securingadditional help for those students.
Reinforces basic skills of leading, communication (written & oral) and computation through vocationaleducation experiences.
Helps determine what objective(s) should be established for handicapped students as a part of theindividdal educational plan (IEP) development.
Uses a grading procedure that is made available to all students at the beginning of their training.
Sets an example for grooming and dress that is generally found in the occupational area in business orindustry to enable students to establish appropriate standards.
Benefits of the Competency-Based Curriculum
Competency-based vocational education offers sevoral benefits to students:
1. The competencies/tasks are directed to the student and provide measurable criteria for determining whenthe student has acquired the necessary knowledge and ekills.
2. Students receive realistic training for Ma job. They become competent in tasks that are relevant to theoccupation.
3. Students know what is expected of them throughout the course. The competencies are madeavailable to them at the onset. They know what they rill be doing and how well It must be done.
4. Each student is individually responsible for completing each competency attempted in the curriculum.
5. The basic thrust of the competency-based program is to evaluate students according to theiraccomplishment of tasks as they work up to individual capability. Students are not compared withother students in their accomplishments because each is expected to work according to employmentstandards. Because of the various evaluation policies of different school systems, the ideal of notcomparing students in determining grades is not always possible.
25
II
ProgramDevelopment
,
Program Development
The format of this handbook was selected to aid administrators and teachers in concentrating on the skillsneeded for vocational training. It will assist in selecting the array of units and the delivery system which fit theschool. This provides the flexibility of varying the course content to include the most valuable skills asappropnate for the scope and sequence. The primary importance is that students are able to securefoundation skills. Schools can vary their delivery systems to maximize student opportunities by:
1. Offering courses on alternate years or other planned sequences
2. Offering two or more courses in the same class
3. Providing individualized materials and instruction
A matrix is included In this guide for use in planning the courses to be offered and the content of each course.
The following chart shows the scope of tourism competencies.
AI 4a
Scope of Tourism Competencies
EmployabilitySkills
Accommodations
TravelPlanningServices
InternationalTourism
CustomerService
AlaskanStudies
TourismEmployment
1 . 5
Communications
Economics
jIndustryStructur
North American/World Geography
&Culture
Marketing
',ow,-
16
III
Competenciesand Tasks
Alaskan Studies
r(A) indicates advanced competency or task I
Competency: Understand geography and topography of Alaska
Tasks: Describe the four regions of Alaska:a. southeastb. southcentral,c. far north/interiord. southwest
Locate and describe:a. the major cities/communities in each regionb. visitor destinations
Locate the topographical fomiations and other land features in Alaskaincluding:a. rivers I. volcanosb. mountain ranges j. archipelagoc. glaciers I. morainesd. lakes m. muskege. Inlets n. baysf. oceans o. desertg. sounds/fjords p. tundrah. Islands q. permafrost
Use resources for identifying geography and topography of Alaska such as:a. mapsb. chartsc. milepost
Explain how geographic features influenced settlement and development inAlaska
Competency: Understand climatic conditions in Alaska
Tasks: Explain climatic conditions/patterns of each region such as:a. maritime climate zone of the southeast/southwestb. transitional climate zone of the southcentralc. continental climate zone of the interiord. arctic conditions of the far north
Use resources to recognize and identify climatic differences such as:a. Alaska Geographicb. Alaska Division of Tourism publicationsc. National Weather Serviced. Mileposte. Alaska Almanacf. personal experienceg. media
Explain how climatic conditions affect lifestyles, vegetation, and developmentof each region
13 17
Competency: Understand Alaskan history
Tasks: Trace the historical development of:a. local areasb. tha statec. tourist destinations in the state
Relate foreign influences on Alaska's developmentAssess Alaska's future in relation to Pacific Rim nations
Competency: Understand cultural differences in Alaska
Tasks:
6.1.1
Locate the native cultures of Alaska:a. Eskimosb. IndiansC. Aleuts
Describe native cultures including:a. language and dialectsb. religionsC. arl formsd. foreign influencese. influence of rural, urban, and bush lifestylesf. impact of technology
Explain terms and organizations associated with native culture in Alaskasuch as:a. Native Corporationsb. Alaska Federation of Natives (AFN)c. sovereigntyd. Alaska Native Claims Settlement Act (ANCSA)e. conveyancef. Bureau of Indian Affairs (BIA)
Competency: Understand Alaska's natural resources
Tasks: Explain terms and principles associated with natural resources including:a. conservation m. potential resourcesb. development n. allocationc. human resource o. land freezed. nonrenewable p. Alatka National Intereste. renewable Lands Conservation Actf. capital resource q. Permanent Fundg. natural resource r. infrastructureh. preservation s. conveyancei. exploitation t. Environmental Impactj. agricultural development Statementk.
I.
wilderness areahistoric area
u. recreation area
Explain the development of Alaska's natural resourcesincluding potential, problems, and issues of:
a. timber e. gasb. fishing f. miningc.d.
agricultureoil
g. tourism
14 18
o
Competency:
Tasks:
Describe the types of federal and state-protected andmanaged areas including:a. National Forest e. State Forestb. National Monument f. State Parkc. National Wildlife Refuge g. State Refuged. National Preserve h. wild and scenic rivers
Describe the uroque features of each of Alaska's regions including:a. plants, flowers, and treesb. fish speciesc. wildlife species
(A) Describe the agencies that manage federal and state protected areas(A) Describe the motivation behind early federally-protected and managed
areas(A) Describe the land management and natural resources development and
preservation role of Alaska Native corporations(A) Predict the social changes in Alaska which are likely to result from further
devalepment in Alaska (economic, political, cultural)(A) Explain the issues of development versus conservation
Understand characteristics of visitors to Alaska
Profile the visitor to Alaska by:a. demographicsb. psychographics
Describe seasonal visitor attractions and activities such as:a. fishing g. sightseeingb. hunting h. natural phenomenac. sports I. skiingd. river trips j. dog mushinge.
f.hikingboating
k. organized events
(A) Identify cultural differences of domestic and international visitors(A) Describe the educational aspects of organized travel
Competency: Understand transportation modes in Alaska
e
Tasks: Descrbe transportation modes unique to each region in Alaskaincluding:a. Marine Highway Systemb. Alaska Railroadc. highwaysd. air transportation systems
Explain how each of the following affects transportation in Alaska:a. climatic conditionsb. geographyc. traditional transportation modes of the different culturescl. international, federal, and state regulations
1 nI a15
North American/WorldGeography and Culture
1(A) Indicates advanced competency or task 1
Competency: Understand geography and topography
Tasks: Explain terms and principles associated with geographyand topography such as:a. mountains e. continental divideb. coastal geography f. deltasc. plateaus g. islandsd. plains h. deserts
Describe the regional areas of the:a. United Stateso. Canadac. Mexicod. Canbbeane. Europef. Africag. Asiah. South AmericaI. Oceaniaj. Antarctica
Locate and describe:a. the major cities/communities in each regional areab. visitor destinations
Locate unique topographical formations and other land featuresUse resources for Identifying geography and topography featuresExplain how geographic features influenced settlement and development
Competency: Understand climatic conditions
Tasks: Explain terms, principles, and patterns associated with climate of NorthAmerican and Worldwide regions
Explain how climatic conditions affect lifestyles, vegetation, and development
Competency: Understand U.S. and World History
Tasks: Trace the historical development of:a. local areasb. regional areasc. tourist destinations
Relate foreign influences on North America's development and demographicsDescribe different cultures found in regions of the world(A) Relate foreign influences on national development(A) Predict social changes which are likely to result from further development
(economic, political, cultural)
17
20
Competency: identify natural resources
Tasks: Explain terms, principles, potential, problems, andissues associated with the development of
natural resourcesDescribe the unique features of North American and
World regions including:a. plants, flowers, and treesb. fish speciesc. wildlife species
(A) Explain the issue of development versus conservation
Competency: Understand characteristics of visitors
Tasks:
41"Y\
Profile the inbound and outbound traveler by:a. demographicsb. psychographics
Describe seasonal visitor attractions and activities(A) Identify cultural differences of domestic and international visitors(A) Describe the educational aspects of organized travel
Competency: Understand transportation modes
Tasks: Describe transportation modes for regions in North America and the WorldExplain travel patterns to and from various regions in North America and
the WorldExplain how each of the following affects transportation:
a. climatic conditionsb. geographyc. traditional transportation modes of the different culturesd. intemational and federal regulations
182 !
eIndustry Structure
(A) Indicates advanced competency or task 1
Competency:
Tasks:
Understand tourism industry structure
Describe the basic components of the tourism industry on aninternational, national, and regional level including:a. direct providers
1. transportation2. food service3. lodging4. travel services5. retail shops
b. support services1. contractual services2. tour organizers3. media4. education
Explain organizations associated with the tourism industry including:a. World Tourism Organization (WTO)b. Continental Tourism Organizations (ie. European Travel
Commission)c. Regional Tourism Organizations (Pacific Asia Travel
Association)d. National Tourism Organization (U.S. Travel Service)e. State Divisions of Tourismf. Trade Associations (Alaska Visitors Association)g. Local Convention and Visitors Bureauh. Chamber of Commerce
Identify amusement, recreation, and entertainment industry structureExplain forms of public policy affecting tourism such as:
a. regulationsb. legislationc. decisionsd. treatieset. decrees
Analyze local community features which make up the destinationmix including:a. attractionsb. facilitiesc. infrastructured. hospitality resources
Identify resources available in local community to provide informationExplain roles played by marketing, transportation, communication, and
technology in tourismAnalyze travel packages and how they satisfy needs of potential travelers
,
(A) Competency: Understand how diplomatic relations effectinternational tourism
Tasks: Explain terms and principles associated withinternational tourism including:a. Bermuda Principlesb. Bilateral Agreementc Consular Conventiond. De facto recognitione. Do jure recognitionf. exit restrictionsg. visa/passporth. Air Transport Services Agreements
Explain how international agreements are established between countries:a. diplomatic recognitionb. commercial agreementc. consular rights and responsibilitiesd. visa agreements
Explain how internal government regulations control the movement offoreign tourists:a. Helsinki Accordb. Developmental Role of Governmentsc. Political influence
20
Economics
0
o
4)
(A) indicates advanced competency or taski
Competency:
Tasks:
Competency:
Tasks:
Competency:
Tasks:
Pfnderstand principles of economics
Use resources to gain economic informationExplain the role of:
a. competition in the American economyb. risk and profit in the American economyc. the consumer in the American economy
Diagram the flow of products from producer to final sale(A) Identify the effects of the Gross National Product Index (GNP) on:
a. Consumersb. Business firmsc. Government
Understand economic systems
Define free enterpriseExplain the major contnbuters to the Alaska economyExplain the four types of economies:
a. Market economiesb. Direct economiesc. Traditional economiesd. Subsistence economies
Relate the importance of tourism to the Alaska economyExplain why profit is the driving force behind free enterpriseDescribe the:
a. capitalistic economic systemb. socialistic economic systemc. the communistic economic system
Define problems common to economic systems(A) Explain types of business ownership
Understand economics of tourism
Explain economic terms and principles associated with tourism including:a.
b.
c.
d.
e.
f.
9.h.
I.
j.
k.
I.
benefit-cost ratiomultiplier effectcash flowcritical masstravel deficitexport industrybalance of paymentmarket saturationbuyers marketopportunity costsocial tourismperishability
21
m. demographic trendsn. streamlined tourism
producto. expendituresp. leakage'q. direct effectr. host communitys. secondary effectt, supply/demandu. quotasv. tariffsw. import propensity
L 4
Describe the distribution of spormding by touristsExplain how certain costs and liabilities of tourism
affect public facilities and services such as:a. immigrant/migrant workersb. transportation accessc. local roadsd. signse. waterf. sewage and trash disposalg. public safety
Describe the costs and benefits of tourism to an economy/communftyincluding:a. employment benefitsb. it.come bonefitsc. tax revenuesd. visibilitye. cultural benefitsf. social costsg. clean industry
Explain governmental involvement in tourism industryExplain the role of:
a. Alaska Department of Commerce and EconomicDevelopment, Division of Tourism
b. Alaska Visitors Associationc. Convention and Visitors Bureau
Explain destination maturation and market changesApply the principles of supply and demand in determining price(A) Discuss the role of the foreign trade office
Competency: Understand basic prerequisites tor growth in travel
Tasks: Explain terms and principles associated with travel including:a. destination attractionb. domestic travelc. inbound and outbound traveld. international travele. off-season travelf. visiting friends and relatives
Explain t!-.: con&ons fostering growth in travelExplain favors which influenced the early development of travel and tourism:
a. religiousb. healthc. commerced. history and the artse. adventuref. fortuneg. politicsh. package tour and mass tourismi. social tourismj. sports/athletic activities
Explain the economic importance of world and domestic travelDescribe how tourism affects the balance of payments
22
Describe expectations surrounding foreign anddomestic travel
(A) Analyze forecasts for travel markets
Competency: Understand how profits and losses atfef4 siness
Tasks: Define terms and principles concerning profit and lossesExplain how profits and losses influence employmentDescribe the relationship between costs and incomeDiscuss "cash flow" and its relationship to business operationDiscuss how profits and losses affect:
a. investments in goods and fixturesb. employee job satisfaction and moralec. business ethics
Define business risks including:a. economicb. natural phenomenac. human
Identify ways businesses can reduce risksExplain purpose and types of insuranceIdentify insurable risks and uninsurable risks(A) Utilize mathematics and statistics necessary for basic
economic calculations
Competency: Use ethical business practices
Tasks: Explain importance of ethical business practicesDescribe legislation affecting ethical business practicesExplain how ethical behavior influences on-the-job conditionsExplain honesty in advertising
Competency: Understand International trade
Tasks: Explain terms and principles associated with international trade including:a. international tradeb. exchange ratec. tariffd. quotae. importf. free tradeg. protectionallsm
Identify Pacific Rim CountriesAssess the role of Pacific Rim countries in international tradeExplain the importance of Pacific Rim trade to AlaskaExplain the relationship between OPEC and Alaska's oil production revenues(A) Explain the role of documentation in international trade including.
a. flow of goodsb. government rules and regulations
23
ErS 1-1,
x., n
Marketing
1211indlcates advanced competency or task
Competency:
Tasks:
Understand the marketing concept
Explain terms, principles, and management ofmarketing including:a. advertisingb. promotionc. publicityd. salese. perishabilityf. priceg. preducth. production
Explain how everyone is a part of marketingExplain the relationship between economics and marketingExplain the importance of marketing in businessExplain the Me of marketing management such as:
a. understanding the customerb. helping the customer make the best selectionc. increasing profits
(A) Anair.:: micro and macro marketing
Competency: Understand marketing and sales strategies
Tasks: Determine customer buying motivesIdentify what Influences pablic opinionExplain the role of management in marketingAnalyze decisions based on market segmentsDescribe the marketing planIdentify sales strategiesDevelop a sales budget
Competency: Understand consumer advocacy
Tasks: Explain terms and principles associated with consumer awarenessDescribe consumer protection laws and agencies
business' responsibilw; In consumer advocacy
Competency: Use selling procedures
Tasks: Analyze different methods of salesRelate the importance of product knowledge to customer serviceUst sources for locating information about product/service for saleFollow the steps of a sale:
a. Approach the customerb. Greet the customer courteouslyC. Determine the customer's wants and needs
d. Present the merchandise or information onservice
e. Identify selling featuresf. Identify benefitsg. Use descriptive phrasesh. 'Inve 1 the customer with the merchandiseI. Use ; Iogical sequence of presentationj. Handle objectionsk. Suggest related items or services or alternativesI. Close the sale
Discuss the importance ot a personal style of salesmanshipDescribe additive sel;ing techniquesDiscuss conditions of contract
Competency: Undemtand travel trends and motivations
Tasks: Define terms associated with travel trends and motivations including:a. demographics
b. psychograPhicsc. pleasure travelerd. business traveler
Explain factors influencing pleasure travel including:a. lifestyleb. Incomec. economicsd. travel as a bargaine. currency exchangef. politics and gvvemmentg. Incentive travel
Describe factors which motivate people to travel including:a. leisureb. social contact and trendsc. cultural exchanged. psychologicale. businessf. costg. education
Analyze market segments in the travel industryExplain the role of marketing research in the travel industry
Competency: Use mediating techniques for prnmoting tourism
Tasks: Explain factors that are knportant to successful madceting campaignsDevelop sales tools appropriate for regional, national, and
international tourism promotion including:a. brochures and informational articlesb. advertisingc. publicity and special eventsd. public service announcementse. mailf. slides, movies, videosg. travel writers
leZS
Explain cooperative marketingDevelop a marketing planDevelop themes for marketing campaigns
(A) Competency: Plan and develop tourist destinations
Tasks: Explain terms and principles associated with destination developmentincluding:a. allocentric i . placeb. midcentric j . market mixC. psychocentric k. economyd. comprehensive master plan I . valuee. cottage industry m. qualityf. destination n. imageg. destination development o. market researchh.
I.
Infrastructuresuperstructure
p. supply/demand
Explain the impoffance of tourism planning and policyExplain the five A's of successful tourism development:
a. attitudeb. attractionsC. accessd. accommodationse. advertising
Identify different types of destination attractionsExplain the use of the product life cycle theoryDescribe four major stages of development and growth of a destination:
a. inceptionb. growtnc. ma:lintyd. decline
Explain the steps involved in developing a tourism plan in a community:a. make an assessmentb. evaluate community attitudec. develop a pland. control tourism to communfty benefite. get organizedf. attract the business
(A) Competency: Understand travel sales distribution systems
Tasks: Explain terms and principles of travel sales distribution systems including:a. single-level sales organizationb. dual-level sales organizationsc. multi-level sales organizationd. one-stage distribution systeme. two-stage distribution systemf. three-stage distribution systemg. four-stage distnbution systemh. corporate amountsi. primary supplierj. secondary supplier
l27 Z9
1111k. specialty rhannelerI ground operatorm. tour opei atorn. tour programo. yield
Explain how travel sales distribution systemssell travel services
Describe the changes occurring in the sales organizationof suppliers
(A) Competency: Develop promotional materials
Tasks: Identify the use of promotional mateeials in tourismUse the elements of designUse different typestyles and graphicsLayout a projectUse different graphic production techniquesUse computerized graphic programs
2830
Communications
Competency: Understand the communications process
Tasks: Explain terms and principles of the communicationsprocess including:a. sender k. miscommunicationb. message I. feedbackc. receiver m. thesaurusd. format n. agendae. encoding o. teleconferencingf. decoding p. turnaround timeg. body language q. jargonh. one-way communication r. Henning
I. two-way communication s. oralj. negotiation t. written
identify difference between verbal and nonverbal communicationExplain hcw human values affect behaviorIdentity fastors of human motivationAnalyze different personality traitsExplain common techniques for dealing with difficult situationsApply business protocol for:
a. Introductionsb. confidentiality
Follow verbal and written instructions
Competency: Use electronic communications
Tasks: Explain terms, principles, and benefits of electronic communicationsincluding:a. data communications k. facsimile machineb. teleprocessing I. Interoffice mailc. local area networic m. electronic maild. modem n. courier servicee. communications software o. teletypewriterf. microwave p. postageg. satellite q. mailgramh. time-sharing r. routing slipI. data processing s. word processingj. telecommunication t. teleconferencing
Demonstrate hvw to:a. send a telegramb. send a mailgramc. telegraph a money orderd. send a personal opinion message to a government officiale. use electronic mail
Explain applications of the microcomputer in tourism/travel related businesses
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Competency:
Tasks:
Competency:
Tasks:
Use a:a. word processing programb. spread sheet programc. database program
Analyze information
Use effective oral communication skills
Follow steps for preparing presentationsFollow principles for effective speakingUse proper language, avoid slang and industry jargonExplain cultural differences in communication stylesidentify communication styles for different audiences
Use the telephone
Explain the importance of the telephone in businessUse telephone equipment including:
a. PBX (If available)b. rotary dial and touch-tone phonesc. six (or more)-button desk phonesd. speaker phonese. automatic dialersf. Alaskan bush telephone systems
Answer the telephone using:a. proper business identification and greetingb. a cheerful and enthusiastic voicec. clear and distinct speechd. a pleasant tone and pitche. sufficient volumef. conviction and confidenceg. the proper close
Use proper telephone manners by:a. treating every call as importantb. answering calls promptlyc. identifying yourseff immediatelyd. completing calls promptlye. ending positively and appropriatelyf. having pencil and paper readyg. saying "Mank you" and "you are welcome*
Handle incoming calls by:a. answering callsb. screening callsc. transferring callsd. taking messagese. monitoring calls on holdf. routing messages
Handle sales calls:a. address the salesb. suggest additional servicesc. repeat informationd. close the sale
30
3 2
Locate a telephone number using:a. a telephone directoryb. directory assistance
(local and big distance)Follow office procedures for placing long-distarra calls considering time
differences and rate periods for:a. direct distance dialing f. mobile and marine callsb. station-to-station calls g. credit-card callsc. person-to-person calls h. overseas callsd. collect calls I. toll-free callse. conference calls j. Trident radio phones
Competency: Prepare effective written communications
Tasks: Explain characteristics of standard English for businessUse appropriate and specialized vocabularyWrite in clear sentences using coherence, unity, and emphasisCompose business lettersPrepare office memorandaPrepare business reportsComplete formsProofread to locate and correct errors in spelling, grammar, and punctuation
Competency: Use listening skills
Tasks: Describe the major purposes of listeningDemonstrate procedures for effective listeningObserve body language
Competency: Apply reading skills
Tasks: Read for factExplain ways to improve personal concentration
Competency: Perform general office duties
Tasks: Stook brochure racksMaintain alphabetic, numeric, and subject filing systemsUse electronic filing systemsDuplicate materials on copy machineSchedule meetingsMaintain an apnointment and calendar .ysterriProcess mailUse general office resources and references
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4)
to
o
Customer Service
(A) Indicates advanced competency or task
Competency: Understand customer service
Tasks: Explain the role of public relationsExplain importance of good customer service including:
a. importance to repeat salesb. ways of handling problemsc. compensating for errorsd. helping with other problems
Describe characteristics of Alaskan touristsExplain Importance and use of service strategies in meeting the
needs and wants of customersIderdify aspects of marketing service including:
a. service intangibilityb. perceptions of riskc. quality control and quality assuranced. seasonality of businesse. balanciroa supply and demand
identify differences between customer service roles in differentservice areas, ie. accommodations vs. visitor center
Trace development of service in the tourism industry
Competency: Perform customer services
Tasks: Know your product and serviceUse positive approachesShow a genuine interestSolve special problems and needsFollow business etiquetteUse procedures for dealing with customer inquiries such as:
a. questioning strategiesb. providing necessary materialsc. directing customer to appropriate sources
Use sales techniques
Competency: Handle difficult situations
Tasks: Assess the situationAcknowledge the customerMaintain courtesyEmpathize with customerFollow company procedu. as
;14
Competency: Perform safety/security and sanitation functions
Tasks: Observe and report hazardous conditionsAssist accident victimsRespond to medical emergencyApply first aidAssist in maintaining establishment securityRespond to fire emergencyMaintain a safe visitor environment(A) Conduct property inspection(A) Uso CPR techniques(A) Investigate accidents and disturbances(A) Prepare accident reports(A) Develop security and safety policies and procedures(A) Investigate reports of theft(A) Inspect facility for compliance with health/sanitation laws
Competency: Handle money
Tasks: Follow procedures for:a. cashb. checksc. credit cardsd. voucherse. refunds
Perform cash register duties:a. prepare cash drawerb. change cash register receipt tapec. fill out cash register summary sheetd. calculate unit price of multiple-priced itemse. correct cash register errorsf. process cash refundsg. make change
(A) Competency: Follow laws relating to the tourism industry
Tasks: Explain legal rights of customers and service providersIdentify liabilities of service providersExplain wage and hour lawsDescribe laws affecting 19ng practicesIdentify labor relations lawsFollow public health and safety lawsExplain license and beverage regulations
34
45
Employability Skills
Competency: Make career choices
Tasks: Conduct a self-assessment:a. assess values in relation to workb. recognize skills and aptitudesc. assess employment history and experienced. describe obstacles to employmente. use Alaska Career Information System and other career
counseling systems and publicationsIdentify career clusters:
a. list speCic jobs and duties within clustersb. describe apprenticeship/training programsC. describe advanced training opportunities
Use labor market information:a. describe the current local labor marketb. identify growth/demand occupationsc. relate career choices to local labor market
Select a career goal:a. list how skills could be used in other jobsb. develop specific steps to reach goal
Competency: Evaluate jobs ln the tourism Industry
Tasks: Identify educational and occupational opportunities such as:a. adult, postsecondary vocational trainingb. federal, state, and local funding
Locate resoures for finding employmentConfer with prospective employersExplain the work of tourism jobs including:
a. reservati11 clerk aa. teletype operatorb. airline agent bb. radio operatorc. flight attendant cc. ticket sales agentd. general clerk dd. tour sales agente. desk cleric ee. passenger servicef. travel agent ff. ramp agentg. tour guide gg. information clerkh. food service assistant hh. third matei. railroad personnel ii. canoe guidej. bus driver jj. tour escortk. host/hostess kk. entertainerI. housekeeper II. operations clerkm. waitress/wafter mm.recreation assistantn. visitor information nn. car rental agent
specialist/aide oo. advertising assist.o. expeditor-meeters/greeters pp. paste-up artistp. sales representative qq. marketing assistant
35
q. store clerkr. porterss. deckhandst. boathandsu. counter personnelv. dispatcherw. parking attendantx. restaurant cooky. bus personz. dishwasher
Competency: Prepare a resume and job application
Tasks:
Competency:
Tasks:
Competency:
Tasks:
Competency:
Tasks:
Competency:
Tasks:
rr. air frght attendantss. bell hop/baggageU. kitchen helperuu. short order cookw. groundskeeperww.recreation aidexx. wilderness guideyy. naturalistzz. ticket taker/usher
Obtain a social security numberList: a. past and present work experience
b. hobbies and interestsc. community activities or membershipsd. in-school activities or membershipse. awards, positions, or dub offices1. adult references, including addresses and phone numbers
Obtain extra copiesRead job applications carefullyFollow instructionsComplete all items accuratelyWrite legiblyUse a word processer/typewriterVerify references before listing them
Write a cover letter
Explain when and how to write a cover letterExplain what a writing sample tells a potential employerList the things the cover letter must include
Prepare for an Interview
Contact an employer to schedule an interviewDescribe questions and responses asked in an interviewUse proper etiquette for an interviewDress appropriately for an interview
Follow up the interview
Analyze the interviewWrite a thank-you note or make a follow-up call
Dress appropriately on the job
Identify proper attire for tourism jobsBe neat and clean
36
Competency:
Tasks:
Manage personal responsibilities related to employment
Secure adequate transportationIdentify adequate child care alternativesSecure appropriate child careUse independent living skillsDevelop a personal finance plan
Competency: Maintain a business-like image
Tasks: Demonstrate knowledge of company products and servicesExhibit positive behaviorRead current job-related publicationsPromote employers company image and purposeMaintain relationships with trade, civic, and professional organizations
Competency: Maintain good health for effective job performance
Tasks: Exercise regularlyEat properlyGet adequate restExplain the issue of smoking on the jobRefrain from drug abuseIdentify the hazards of job-related infectious diseases and how to avoid them
Competency: Work safely
Tasks: Comply with safety and health rulesUse tools and equipment properlyUse emergency and fire safety equipment properlyUse appropriate action during emergenciesMaintain clean and orderly work areaApply first aidApply CPRRecognize your role and the benefit of maintaining a safe and healthy
environment
Competency: Understand employee rights and responsibilities
Tasks: Explain state labor laws relating to compensationComplete tax formsDescribe:
a. minimum wage and types of exempt businessesc. employee benefits, rights, and responsibilitiesd. labor contracts, gnevance procedures, and the role of unions
Describe a sample personnel policy
:, 837
Competency:' Attain work maturity
Tasks: Describe the importance of openness to new situationsDemonstrate characteristics of the mature person:
a. self-acceptanceb. consideration and respect for othersC. self-controld. positive thinking and attitudese. flexibilityf. initiative
Maintain good work relationshipsDifferentiate between personal and }ob-related problemsFollow orderly and systematic work behaviorBe punctual
Competency: Make effective decisions
Tasks: Explain the importance of having a method for analyzing and solvingProblems
Use the problem-soMng process:a. identify problemsb. obtain informationc. analyze problemsd. develop and analyze alternative solutionse. choose a course of actionf. persevere through hardshipsg. recognize and change otherwise unworkable solutions
List objectives for completion of a taskArrange objectives in a sequenceEstablish timeline for completing objectives
Competency: Demonstrate initiative and productivity
Tasks: Organize time effectivelyBe responsibleCare about the quality of wortComplete assignments in accurate and timely mannerHandle pressures and tensionsSet priorities
Competency: Be assertive
Tasks: Differentiate between assertive, aggressive, and passive behaviorDiscuss whom to go to for employee problems
Competency: Be honest
Tasks: Define honesty and integrityExplain how to deal with theft and dishonestyRelate employee integrity to overall company performance
38:', 9
Competencyi Be reliable and dependable
Tasks: Maintain acceptable attendance recordsBe on timeGive timely notice of interruptions to wort scheduleFollow Riles and regulations of work site or training siteFollow directions
Competency: Maintain good personal relations
Tasks: Use positive attitudes with othersAccept supervision and criticismCooperate with othersAccept the chain of commandFollow course of action to bring problems to attention of managementIdentify common on-the-job co-worker problemsControl emotionsAssume responsibility for own decisions and actionsExhibit pride and loyalty
Competency: Follow verbal and written directions
Tasks: Ask for clarificationUse listening skillsReview situations of poor communicationsRead directions
Competency: Use proper job resignation procedures
Tasks: Write a letter of resignationMake final settlements (in regards to retirement, physical injury, social
security, severance pay, etc.)
Competency: Use leadership skills
Tasks: Describe the Distributive Education Clubs of America (DECA) and how itpromotes leadership skills:a. participate in meetings according to Riles of parliamentary procedureb. function effectively on committees by accepting assigned
responsibilitiesc. plan and conduct group leadership activitiesd. participate in society in a democratic waye. be punctual and dependablef. follow rules, standards and policiesg. work cooperatively with others
Explain importance of self-esteemPractice eye contactUse a firm handshakeUse presentation skillsUse communications skillsParticipate in leadership activities
39 40
Competency: Evaluate personal traits in relationship toself-employment
Tasks: Explain terms and principles associated with entrepreneurshipDescribe the role of self-errployment in the free
enterprise systemIdentify types of business organizations including:
a. sole proprietorshipb. limited partnershipc. partnershipd. corporation
Identify personal traits necessary for self-employmeatIdeniffy risks and rewards of startinc s new businessIdentify the role small businesses have played in job creation and
new products and servicesidentify the steps for establishing a businessExplain the importance of developing a business planLocate information and assistance on starting a small business
4 1
40
Travel Planning Services
(A) Indicates advanced competency or task
Competency:
Tasks:
Understand modes of travel
Explain terms and principles associated with transportationmodes and travel planning services including:a. cargoliner/freIghter k. charter air carrierb. cruise ships I. hub and spoke conceptc. fly/cruise m. bad factord. passenger ships n. tour flowe. stopover prMleges o. private charterf. charter coach operators p. public charterg. fly/drive packages q. revenue passenger mileh. affinity charter r. car rentalI. yield S. tiered pricing
. guaranteeList types of travel and common carriers including:
a. airb. motorcoachc. cruise lined. ferrye. rent-a-car/camper/motorhome/boatf. railroad
Explain major segments of the cruise market including:a. passenger shipsb. freighter/cargolinerc. charter yacht and sailing excursionsd. sales strategies
Explain components and operations of land transportation including:a. private vel :asb. railroadc. rental cars/recreational vehiclesd. motorcoache. ground transportation
Explain importance of safety awareness in transportationCompare travel methods by:
a. costb. speedc. convenience
Explain importance of on-time performanceExplain role of transportation, travel, and tourism relating to:
a. balance of tradeb. international cooperation
Explain forces affecting future air transportation industry including:a. deregulationb. new aircraft and technologyc.. 'petroleum availability
41 42
d. intt. ationalization of tourisme. unsafe conditions
Define laws, regulations, and agencies governingtransportation such as:a. Jones Actb. Department of Transportationc. Coast Guadd. Interstate Commerce Commissione. Airline Deregulation Actf. International Air Transport Associationg. Federal Aviation Acth. Multinational Interline Traffic AgreementsI. Airline Reporting Corporationj. International CMI Aviation Organization
Nmpetency: Use transportation and travel planning resources
Tasks: Use tourism publications including:a. The Travel Agentb. Exclusive Guide to Commissionsc. Travel Weeklyd. Travel Age Weste. Meetings and Conventionsf. Travel Tradeg. This Week in Travelh. Travel Agent BulletinI. ARC Industry Agent's Handbook
Use travel planning resources including:a. Fielding's Worldwide Guide to Cruisesb. Ford's Freighter Travel Guidec. Official Steamship Guide Internationald. Worldwide Cruise and Shipline Guidee. Alaska Marine Highway Schedulef. Cruiseline lnt6rnational Association publicationg. Mileposth AMTRAK Tour ManualI. Thomas Cook Timetablej. North American Official Airline Guide (NAOAG)k. tariffsI. Worldwide Edition Official Airline Guide (WEOAG)m. Consolidated Air Tour Manualn. Jax Faxo. OAG North American Travel Plannerp. OAG European Travel Plannerq. OAG Asian Travel Plannerr. Official Hotel and Resort Guide (OHRG)s. Hotel and Travel Indext. AHMA Red Booku. Greyhound World Tour Guidev. Worldwide Tour Guidew. Alaska Travel Plannerx. The STAR Service
42 43
y. Standard Interline Passenger Procedures (SIPP)z. tourist and visitor information boardsaa. brochurei and travel literature
Competency: Understand travel agency operations
Tasks: Identify terms, principles, and organizations associated with travelagency operations including:a. affinity/noninfinity groups o. Institute of Certifiedb. itinerary Travel Agents (ICTA)c. Cruise Line International p. brokers
Association (CLIA) q. overridesd. American Society of r. packages
Travel Agents (ASTA) s. tour deske. booking t. teleticketingf. discounts u. ticket stockg. disclaimer v. tariffh. familiarization trip w. farei. graduated rate schedule x. wholesalersj. incentive company y. depositk. foreign/domestic escorted z. Independent tour
tour aa. prepaymentI. certified travel consultant bb. travele,s Insurance
(CTC) cc. group ocluslve tourm. foreign/domestk, dd. retailers
Independent tour ee. foreign escorted tourn. Airline Reporting Corp. (AF1C)
Summarize the historical development of travel ag3nciesDescribe management structu 13 of travel agenciesDescribe operations structure of travel agenciesIdentify types of travel:
a. personal e. Incentiveb. business f. individual and groupc. vacation g. conventiond. special interest h. sports
Identify types of travel agencies:a. vacation and leisure nenciesb. commerical/corporate agenciesC. group/incentive agencies
Competency. Perform travel agency functions
Tasks: Promote travel agency servicesMaintain travel literature files by:
a. areab. special interest tours and informationC. carriers and other services
(A) Identify procedures in opening a travel agency(A) Prepare a weekly ARC report
4 4
43
Competency:
Tasks:
Competency:
Tasks:
Understand airline operations
Explain terms and principles of airlinsa.
b.
C.
d.e.f.g.h.
destination cityorigin citydirect flightconnecting flightminimum connecting timefrequency codesstopoverAirline ReportingCorporation (ARC)
I. confirmed reservationj. PNRk. connecting flightI. CRTm. densityn. commercial aviationo. wallap. involuntary reroutingq. fixed and rotary wing
aircraftr. free sale agreement
Trace historical development of airline industryDescribe management structure of airline industryDescribe the operations structure of airlinesidentNy types of airlines such as:
a. Internationalb. nationalc. regionald. commuters/air taxi
Explain airline promotion techniques
operations including:s. payloadI. load factoru. interline connectionv. specialized desksw. reservationx. air faresy. protecZingz. quick referenceaa. tablebb. hub and spoke systemcc. schedules/timetabledd. general aviationee. free sale agreementff. reservations centergg. stationhh. denied boarding
compensationii. gateway airportjj. Itinerary
,.==10
Understand other travel services
Explain terms, principles, and organizations associated with travelindustry services including:a. tour companiesb. rental cars/recreational vehiclesC. cruise linesd. raile. government agoutiesf. attractionsg. entrepreneursh. motorcoach
Trace history and development of other travel servicesDescribe management structure of other travel servicesDescribe operations structure of other travel servicesExplain service promotion techniques
4445
Competency:
Tasks:
Make reservations
Explain terms and principles associated with makingtransportation and related services reservations including:a. blocked space I. upgradesb. option date j . faresc. room types k. transfersd. waitlist I. meeting servicese. berthing configurations m. guaranteesf. port of debarkation n. computerized systemsg. port of embarkation o. frequent flyer plansh. ports of call
Determine customer needsUse automated or nonautomated reservation facilities:
a. telephone, toll-free numbersb. computer systemsc. letterd. standard forms
Identify information included in itinerary:a. transportation mode(s)b. accommodationsc. related services
Follow steps for making transportation and related services reservations:a. use appropriate manuals and resources to plan itineraryb. contact reservations offices of carders or services involvedc. identify costs and deposits requiredd. reserve servicese. choose alternates when neededf. complete reservation cardq. update PNR on computerh. reconfirm reservationsI. request written confirmations
Provide travel information to carriers/service providers identifying:a. number of seats requiredb. class of servicec. accommodations requiredd. travel itinerarye. client name(s), and childr.n's names/agesf. client(s) home and business telephone numbers/addressg. special services required, ie. type of rental car, handicap
needs, insurance coverage, meal planh. agency ATC/IATA number
Explain standard features found in tour padcages:a. Irdependentb. escortedc. validity datesd. gateway citye. name of tour operatorf. what's included in tour
C. Priceh. hotels
(A) Plan group tours covering:a. routingb. activities and toursc. time distributiond. accommodationse. transportationf. transfersg. meals
Competency: Determine air fares
Tasks: Explain terms and principles associated with air fares including:a. class of service j. round tripb. fare types k. circle tripc. ticketing and travel I. open jaw
restrictions m. abbreviationsd. capacity control n. city codese. min/max stay requirements o. direct fareg. stopovers p. local fareh. seasonality q. through fareI. one way r. joint fare
Use sources of fare information and rules:a. computer reservation systemsb. tariffsc. information secured disectly from airlines and other service providers
Compute air transportation taxes and charges(A) Identify differences between determining domestic and international fares
Competency: Write airline tickets
Tasks: Explain terms and principles associated with writing tickets including:a. universal credit card charge j. primary codes
form k. secondary codesb. cash refund notice I. discount codesc. standard tickets m. ticket exchange noticed. credit card refund notice n. conjunction tickete. tour order o. auditor's coupon1. Miscellan ,us Charges Order p. agent's coupon
(MCO) q. flight coupong. Prepaid Ticket Advice (PTA) r. passengers couponh. transitional tickets s. accountable ticketsI. automated ticket/boarding pass
Use resources needed to complete standard ticket:a. ticket bookletb. ticket imprinter/validatorc. agency identification plated. airline identification plate
Follow procedures for ticketingCheck for common ticketing errorsFollow procedures for baggage acceptance and ticketingSelect passenger seat
4647
s
e
Process ticket payments, refunds, and exchanges(A) Write international tickets(A) Reissue tickets
Competency: Write other travel service tickets
Tasks: Explain terms and principles associated with othertravel service ticketing including:a. voucherb. contractc. confirmation slipsd. depositse. add onsf. passportsg. berth/cabinh. stateroom
Use resources needed to prepare ticketsFollow procedures for specific servicesCheck for common ticketing errorsProcess ticket payments, refunds, and exchanges
Competency: Finalize travel sales arrangements
Tasks: Assist customer with additional travel-related information including:a. documentation required for foreign travelb. clothing packing informationC. health requirementsd. customs informatione. currency regulationsf. tipping requirementsg. travelers checksh. Insurancei. electrical conversionj. baggage checkingk. seat selectionI. handling travel documents with care
Deliver travel documents:a. identify where and when to deliver travel documentsb. determine if payments need to be picked upc. identify agency and client when delivering documents
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4 8
(A) indicates advanced competency or task I
Accommodations
Competenny:
Tasks:
Understand structure of accommodations andlodging industry
Explain terms and principles of accommodations and lodgingindustry including:a. rates t. fixed costb. parlor u. overbookingc. break-even point v. pensiond. cabana w. franchisee. pre-registration x. franchiseef. occupancy rate y. franchisorg. resort condo z. guaranteedh. confirmed reservation aa. health spai. right-to-use bb. studioj. attractive nuisance doctrine cc. hotel gamik. run-of-the-house dd. tourist hotelI. variable cost ee. lanaim. deposit ff. manage:dentn. no show gg. first-class hotelo. health tourism hh. economy hotelp. double ii. deluxe hotelq. suite jj. duplexr. time sharing kk. single occupancys. twin
Explain different types of accommodations in Alaska including:a. bed and breakfastsb. hotel/motelsc. wilderness lodges/fishingd. camping facility/RV Parkse. resortsf. hostels
Explain hotel ratings and classificationsDescribe the management structure of small/medium/large properffisDescribe opertions structure of small/mediumrtarge propertiesDescribe diffarences between chains and franchisesSummarize the development of the lodging industryExplain relationship between lodging and transportation industryExplain pricing practices for
a. tours and groupsb. airline employeesc. familiesd. travel agentse. convention attendeesf. weekend guestsg. clergy, military, diplomats, and other professionals
49 49
1
h. commercial travelersI seraor citizensj. airline employeesK. government employees
Describe obligations of accommodations managementto its customers including:a. providing for ultimate comfort of guestsb. clean and sanitary conditionsc. best security and safety possibled. proper employee training
Explain front of the house operations:a. room administrationb. housekeepingc. food and beverage serviced. marketing/sales
Explain back of the house operations:a. securityb. engineering/maintenancec. personneld. accounting
Explain common lodging plans:a. European/Continental Plan
b. American Planc. Modified American Plan
(A) Identify regulations and laws governing the accommcdationsand lodging industry including licensing and regulations
(A) Identify federal and state taxes atteding accommodations and lodging(A) Identify pricing practices for meals(A) Identify sales and marketing department functions:
a. sales planning, policies, budgetsb. coordination and cooperationc. researchd. sellinge. trainingf. advertising
.4101111111
Competency: Follow sanitation and safety procedures
Tasks: Explain terms and principles relating to sanitation and safety procedures for:a. fire proceduresb. cleaning productsc. kitchen requirements
List heakn an,.4 safety regulations
List OSHA regulations relating to sanitation and safety procedures
Competency: Follow front desk procedures
Tasks: Explain terms and principles relating to front desk procedures including:a. journal e. CRTb. ledger f. switchboardc. folio g. concierged. room rack h. bell person
50 50
Explain procedures for:a. reservationsb. registration/check inc. mail, key, and information servicesd. lobby servicese. inhouse servicesf. check outg. safety and security
Review daily housekeeping reportCross check housekeeping report with room rackPrepare daily cash reportPerform night audit functions:
a. post daily room rate, taxes, telephone charges to room foliosb. post hotet services to foliosc. make sure charges split for multiple guestsd. show advanced payments and room deposits as creditse. process all foliosf. process and post city ledger accountsg. verify department vouchers and balance totalsh. prepare final audit and balances as raquired by managementI. prepare weekly and monthly audit reports as required
Competency: Process reservations
Tasks: Explain terms and principles relating to processing reservations including:a. CRT k. reservations controlb. teletype I. occupancy forecastc. room block m. bloc ing systemd. room log n. ratee. confirmation o. travel wholesalerf. cancellation p. departureg. overbooking q. understayh. coding r. overstayI. walkout/skipper s. guest historyj. advance deposits t. registration records
Make reservations using:a. airline cconputersb. centralized hotel reservation systemsc. hotel representativesd. direct contacte. tour package arrangements
Maintain reservation information including:a. client nameb. number of peoplec. cityd. locatione. arrival/departure datesf. number of nights requiredg. type of roomh. grade of accommodationI. expected arrival time
51 5 1
j. how client will guarantee: deposit, credit card,company name
k. special requests: meal plans, room needsDescribe types of reservations including:
a. regularb. lata arrivalc. special attentiond. conventionse. travel industryf. reservations regretted
Perform procedures for processing reservations including:a. receMngb. acknowledgingc. preparing correspondence and reportsd. filinga. confirmingf. updating
(A) Prepare and process commission payments
Competency: Follow food and beverage operating procedures
Tasks: Explain terms and principles relating to food and beverage operatingprocedures including:a. food productionb. food servicec. bard. cocktail loungee. central dispensing areaf. room serviceQ. cateringh. quality
Explain importance of food service industry to travel and accommodationsindustry
Identify factors affecting quality food service operations including:a. good environmentb. friendly servicec. food and beveraged. perceived valuee. good management controls
Follow safety and sanitation proceduresList regulations governing food and beverage servicesPerform procedures for food service including:
a. set upb. ordersc. food preparationd. food piesentatione. paymentf. clean up and maintenance
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52
Competency:
Tasks:
Follow housekeeping procedures
Explain terms and principles of housekeeping servicesincluding:a. executive housekeeperb. linenC. laundryd. amenitiese. janitorial suppliesf. quality control
Explain responsibilities of housekeeping servicesPerform procedures for housekeeping including:
a. entering rooms and public areasb. cleaning rooms and public areasc. making up rooms and public areasd. handling special requestse. inventory controlf. lost and foundg. laundryh. linensi. equipment and maintenance
(A) Prepare daily guest room assignment and status report
Competency: Understand tmacP;eof-the-house operations
Tasks: Explain terms and principles associated with back of the house proceduresfor:a. reservationsb. accountingC. PBXd. maintenancee. housecleaningf. laundryg. room serviceh. security
Describe back-of-the-house operations for small/medium/large propertiesExplain personnel functions such as:
a. recruitment, selection, placementb. job evaluationc. employee benefits
List clerical duties for back-of-the-house operations(A) Follow a guest from check-in to payment(A) Perform accounting functions such as:
a. income accountingb. expense accountingC. payroll accountingd. financial reporting
International Tourism
(A) Indicates advanced competency or task
Competency:
Tasks:
Understand the nature and scope of Internationaltourism
Explain terms and principles associated with international tourismincluding:a. cultural impactb. viabilityc. competitiond. International transport networkse. world marketf. global market
Explain special needs of the international traveler such as:a. food/menu translationb. currency exchangec. signage/symbolsd. health caree. accommodationsI. transportation services
Explain characteristics of the international traveler including:a. demographicsb. psychographicsc. expectations
Explain importance of quality visitor sites to the international travelerAssess how International tourism influences Alaska's tourism development
Including:a. foreign tradeb. educationalc. economicsd. cultural awarenesse. environmentalI. legislation
Describe:a. how Pacific Rim influences Alaska's tourism developmentb. global/intemational standardsc. importance of knowing a second language
(A) Explain world market implications of international tourism including:a. distribution systemsb. balance of tradec. relationship with overseas operators
55
5 4
5 5
IVCourse
Descriptions
Course Descriptions
These brief course descriptions provide a conceptual frameworic for the design and implementation of abalanced program in tourism education. Teachers can use these descriptions to organize course offeringsin tourism. These descriptions are examples of content organization and are too brief for purposes of programapproval. Local schools will need to be provide more definition regarding the content of their courses thanis reflected in these course descriptions.
Course: Tourism ILength: One semester or yearGrades: 11-12
This course provides introductory knowledge and basic skills in the tourism industry. This course coversAlaskan Stuck's, North American/World Geography and Culture, Industry Structure, Economics, Marketing,Communications, Customer Service, Employability Skills, Travel Planning Services, Accommodations, andInternational Tourism. Students must successfully complete Tourism I before they can participate inTourism II.
Course: Tourism IILength: One semester or yearGrades: 11-12
This course provides students with advanced knowledge or training in the tourism industry. Thiscourse buildsupon Tourism I and provides students with an opportunity to apply Tourism I competencies by working drectlyin the industry or advanced study.
5 6
57
VCurriculum
Analysis Matrices
Curriculum Analysis Matrices
Identified Competencies by Course Offerings
This competency checklist should be used by teachers in identifying competencies to be included inspecific classes in tourism education. This checklist is a curriculum analysis tool for use by teachers inassigning responsibilities for the competencies of a total tourism education program.
All courses taught in the tourism education program are identified in the columns at the top of the matrix.The individual competencies can be allocated to specific courses. One method for analyzing thecompetency list is to assign letters where the competency will be introduced (I), taught (T), or mastered(M). Curriculum sequences can be organized through this approach.
To assist tourism teachers to reinforce basic skills instruction, competencies have been cross-referencedwith the following academic areaa:
Math (M) Science (S)Social Studies (SS) Language Arts (LA)
This will assist local school districts in awarding cross-credit (academic credit) for participation in vocationalclasses they deem appropriate.
The following checklists are also cross-referenced with the Job Training Partnership Act pre-employmentcompetencies and student leadership competencies. The Job Training Partnership Act provides funds totrain economically disadvantaged youth to enter and succeed in employment. Each Private IndustryCouncil responsible for administering these funds adopted youth pre-employment competencies as oneof the measures for positive terminatio n for program participants. The other measures are attained throughunsubsidized employment, or through another training program.
The following categories of work-related knowledge must be evaluated and measured in the course of aparticipant's enrollment in a JTPA program:
1. Pre-Employment Competencies, whict, require the participant to demonstrate the skills andknowledge necessary to identify career objectives, seek and obtain employment and understand jobperformance.
2. Work Maturity Competencies, which require the participant to demonstrate the ability to apply skills ina training position.
3. Educational Skills Competencies, which require the participant to demonstrate basic computation andcommunication skills necessary to enter the labor market.
4. Occupational Skills Competencies, which require the participant demonstrate proficiency in thoseskills necessary to maintain employment in a specific occupation or occupational cluster.
The pre-employment and work maturity competencies have been specifically cross-referenced in thiscurriculum so that tourism instructors could specify where these competencies are integrated into thecurriculum.
r..863
Student leadership programs are designed to be an integral part of the curriculum. 'The competencies arereinforced by student participation in approved student organizations such as Distributive Education Clubsof America. The student leadership competencies have been cross-referenced in I his handbook to assistthe tourism instructor in identifying specifically where these competencies will be taught.
Distributive Education Clubs of America
Distnbutive Education Clubs of America (DECA) is anorganization whose program of leadership, persona.:development, and career encouragement is desicaodspecifcally for students enrolled in marketing, merchan-dising, and managment studies.
DECA actMtiesfocus on four themes, symbolized by thefour points of the group's diamond-shaped emblem:
Vocational UnderstandingDECA members are well prepared to take their places inthe business world. They acquire first-hand knowledgeof merchandising, management, and the opportunitiesavailable in their chosen careers.
Civic ConsclousnemsStudents learn to recognize their obligations to the com-munities in which they live by studying local needs andplanning community betterment
Social intelligenceThrough social events, DECA members are given op-portunities to develop the attitudes and behaviors nec-essary in our society. Additionally, they become awareof their social environment and the need for cooperativeeffort among all elements of society.
Leadership DevelopmentDECA activities give students opportunities to partici-pate in many activities designed to teach them to be aleader and also a follower.
The national organization, headquartered in Reston,Virginia, was established in 1946. Today it has about5,000 chapters with some 17,000 members-includinghigh school, college, and professional people.
KEYM MathS ScienceLA Language ArtsSS Social Studies
Pre-Employment Competencies+ Student Leadership Competencies
64
r tiI .1;7
RecommendedCompetenciesby Course Offerings
CompetenciesE.2
=E.2001
AlaskanAlusllea
SSS
Understand geography and topography of Alaska
S ,Understand climatic conditions in Alaska
SS Understand Alaskan history
SSUnderstand cultural differences in Alaska
SSS Understand Alaska's natural resources
SS Understand characteristics of visitors to Alaska
SS Understand transportation modes in Alaskanorth American/World Geography and Culture
SSUnderstand geography and topography
S Understand climatic conditions
SS
---g
Understand U.S. and World History
SS Identify natural resources
$S Understand characteristics of visitorsSS Understand transportation modes
Industry Structure
SS Understand tourism industry structure
SS (A) Understand how diplomatic relations effect international tourism
Economic&
SS Understand principles of economics
SSUnderstand economic systems
SS Understand economics of tourism
65
60
RecommendedCompetenciesby Course Offerings
Competencies 6=EVI-
SS Understand basic prerequisites for growth in travel
SS Understand how profits and losses affect a business
SS Use ethical business practices
SSUnderstand international tradeMarko Ma
SS Understand the marketing concept
SS Understand marketing and sales strategies
SS Understand consumer advocacy
LA Use selling procedures
SSUnderstand travel trends and motivations
LASS Use marketing techniques for promoting tourism
SS (A) Plan and develop tourist destinationsSS (A) Understand travel sales distribution systems
LA (Ai Develop promotional materials
Communications
LAUnderstand the communications process
LAUse electronic communications
LA Apply effective oral communication skills
LA Use the telephone
LA Prepare effective written communications
LA Use listening skills
LA Apply reading skills
RecommendedCompetenciesby Course Offerings
Competencies_E==01-
=E.e=01-
LA Perform general office duties
Customer Service
SS Understand customer service
LASS Perform customer servicesLASS Handle diffoult situationsSSS
Perform safety/security and sanitation functions
IA Handle money
SS (A) Follow laws relating to the tourism industry
EnnaluablillxikIlla
*LA Make career choices
SS *LA + Evaluate jobs in the tourism industry.
LA Prepare rne and job application+
LAWrite a cover letter
+LA
Prepare for an interview
LAFollow up an interview
+ Dress appropriately on the job
.Manage personal responsibilities related to employment
LA Maintain a business-like image.S Maintain good health for effective job performanceLASS Work safely
4.Understand employee rights and responsibilities
* +LA__
Attain work maturity
57 62
RecommendedCompetenciesby Course Offerings
Competencies E2
=E.2
Make effective decisions
+Demonstrate initiative and productivity
Be assertive
.1-Be honest
e
Be reliable and dependable* Maintain good personal relations
* +LA
Follow verbal and written directions
Use proper job resignation procedures
Use leadership skills
LAss Evaluate personal traits in relationship to self-employment
Traval_PlannlwServices
SS Understand modes of travelLA Use transportation and travel planning resources
SS Understand travel agency operations
LA Perform travel agency functions
SS Understand airline operations
SSUnderstand other travel services
LA Make reservationsMLA Determine air faresM
LA Write airline tickets
LAWrite other travel service tickets
LA Finalize travel sales arrangements
68 G3
ReconimendedCompetenciesby Course Offerings
Competencies_E
*g01-
=EI01-
Accommodationa
SS Understand structure of accommodations and lodging industry
SSS
Foll.ow sanitation and safety procedures
M LASS Follow front desk procedures
LAgigSS
Process reservations
Follow food and beverage operating proceduresLASS
Follow housekeeping procedures-
LASS
Understand back-of-the house operations
Ina= 11=11100AM.
SS Understand the nature and scope of international tourism
_
69 64
VISample
Skills Card
E5
Sample Skills Card
This section of the guide provides teachers with an example of an instrument for evaluating theeffectiveness of instruction. The skills record allows teachers to assess competency at four levels ofproficiency. Teachers are encouraged to construct their own skills performance record using thecompetency lists in the curriculum section of this guide.
Instructions for Use
The list of vocational skills/traits was developed from a task analysis of a tourism competency.
LLY.21 Code Key
1 jntroductory Level; Can do simple parts of task. Needs to be told/shown how todo most of the task. Needs extremely close supervision.
2
3
4
Minimum Levi& Can do most parts of the task. Needs help only with most difficult parts.Needs close supervision.
Average Level., Can do all parts of task. Needs only spot-check of completed work.Meets local demands for speed and accuracy. Needs moderate job entry supervision.
profidency Level; Can complete task quickly and accurately. Can direct othersin how to do the task. Needs little supervision.
pirmalgal: The instructor/employer may write, date and initial in appropriate square.
Respond to difficult situations
1 2 3 4
A
Comments:
Acknowledge the situation
Acknowledge the customer
Maintain courtesy
Empathize
Follow company procedures
C673
VIISuggestedResources
n7
Suggested Resources
e
This section identifies specific resources and sources for finding instructional materials and supplies fortourism education.
The following source fists have been characterized by media type to facilitate teacher use: resource libraries,publishers of texts and instructional materials, state resources, associations, periodicals, special books/pamphlets, and media.
The Alaska Department of Education has not formally reviewed nor approved all the resources listed in thissection. Teachers are encouraged to preview materials before using them in the classroom.
1; 8
77
Resource Libraries
Alaska Vocational Materials LibraryOffice of Adult and Vocational EducationAlaska Department of EducationPO Box FJuneau, Alaska 99811(907) 465-2980
Business Education CurriculumBir'ness Education ResourcesChoH;es & Challenges: A Young Man'sard Teen Woman's Journal tor Self-Awareness and Personal PlanningCooperative Education and On-The-JobTraining HandbookFood Service Curriculum
Home-Based Business ResourcesLoa& Advisory Committee: Handbook torVocational AdministratorsMarketing Education CurriculumOffice Communication: OevelopingLanguage SkillsPre-Employment CompetenciesResource GuideVocational Education AdministrationHandbookWoricing video
The Library maintains curricula for all vocational areas. Resources are loaned for a two-rronth review period.There are also many materials which may be purchased from the Library's special collections. Somematerials are available free of charge.
The Library's catalog is computerized and may be operated on an Apple Computer using Appleworkssoftware. The catalog may be obtained by sending five blank disks for duplication or by request.
Alaska Career Information SystemOffice of Adult and Vocational EducationAlaska State Department of EducationBox FJuneau, AK 99811(907) 465-2980
Alaska Historical LibraryPO Box GJuneau, AK 99811(907) 465-2925
Alaska State Film Library650 West international Airport RoadAnchorage, AK 99518(907) 561-1132
Alaska State Museum395 WhiMer StreetJuneau, AK(907)465-2901
Comprehensive career guidance systemdeveloped by Alaskans and for Alaskansseeking occupational and educationalopportunities in and out of Alaska.
Books and resources on Alaska's history
Alms for tourism, business education,native culture, etc.
Traveling Kits on Alaskan Art
6 978
National Center for Research in VocationalThe Ohio State University1960 Kenny RoadColumbus, OH 43210
Northwestern Vocational CurriculumCoordnation CenterSt. Martin's CollegeLacey, WA 98503(206) 438-4456
Publishers
Addison-Wesley Nblishing CompanyWestern Region390 Bridge Partway, Suite 200Redwood City, CA 94065
Alaska Northwest Publishing CompanyBox 4-EEEAnchor Age, AK 99509
Alchemy Books717 Market Strest, Suite 514San Francisco, CA 94103
AVI Publishing Company, Inc.250 Post Road EastWestport, CT
Berkeley Books200 Madison Ave.New York, NY 10016(212)686-9820
Bcbbs-Merrill Company, Inc.4300 West 62nd StreetPO BOx 7080Indiananpolls, IN 46206
CBI Publishing Company51 Sleeper StreetBoston, MA 02116
70
Vocational Education CurriculumMaterials database of all 50 states. Canbe accessed through the AlaskaVocational Materials Ubrary.
10-State regional library of vocationalmaterials. Can be accessed through theAlaska Vocational Materials Ubrary.
Catalog of publications
A Field Guide to Birds of AlaskaA Field Guide to Flowers of AlaskaAlaska AlmanacAlaska Geographic Society SeriesOther Alaskana publications
The Law and the Travel Industry
The Travel Industry
The One-Minute Manager
An Introduction to Travel AgencyFoodserviceMospitality Advertisingand Promotion
basic Hotel Front Office ProceduresEffective Front Office OperationsHotel and Restaurant BusinessMarketing in the Hospitality BusinessPrinciples and Procedures of TourManagementThe Professional HostThe Psychology of Leisure TravelThe Tourist BusineesTourism Planning and De:Nopment
79
D.C. Heath arid Company125 Sprinp StreetLexington, MA 02173(617)862-6650
Delmar Publishers, Inc.2 Computer Drive WestBox 15015Albany, NY 12212-5015
Ginn and Company191 Spring StreetLexington, MA 02173
Gregg Division/McGraw Hill Book CompanyWestern Regional Office8171 Redwood HighwayNovato, CA 94947(415) 897-5298
Grid Putishing, Inc.Columbus, OH
Harlan Publications1 Vernon AvenueFloral Park, NY 11001
Harper and Row Publishers, Inc.10 E 53rd StreetNew York, NY 10022
Heyden and Sons, Inc.247 South 41st StreetPhiladelphia, PA 19104
Houghton Mifflin CompanyWayside RoadBurlington, MA 01803
The Commerical Airline Industry:Managerial eractices and RegulatoryPolicies
The U.S. Lodging IndustryU.S. International Aviation Policy
A Travel Agency Policies and ProceduresManualCorporate and Business TravelFinancial Mnr..lement for TravelAgenciesHotel, Restaurant, and Travel LawLegal Aspects of Travel AgencyOperationsMath Principles for Food ServiceOccupationsRecipes for Success: A Guide toAdvanced CuisineTravel and Tourism MaricetingTechniquesYour Career in Travel, Tourism,and Hospitality
Exploring World Cultures
Catalog of materials on business,office, and mariceting education
Tourism: Principles, Practices,Philosophies
Ford's Freighter Travel Guide
In Search of Excellence
World Climates
A Field Guide to Animal TracksA Field Guide to MammalsA Field Guide to Western BirdsWorld Almanac
71
International Publishing Company of America665 La Villa DriveMiami Springs, FL(305)887-1701
John Wiley and Sons, Inc.605 Third AvenueNew York, NY 10022
Kendall/Hunt Publishing Company2460 Kerper Blvd.Dubuque, IA 52001(319)589-2833
JIST Works, Inc.150 East 14th StreetIndiananpolis, IN 46202
Merton House Publishing Company937 W. Liberty DriveWheaton, IL 60187
National Publishers of the Black Hills, Inc.47 Nepperhan AvenueElmsford, NY 10523(914)592-6006
The Official Guide to Travel Agentsand Travel CareersGuide to Airline Careers
Tourism Principles, Practices, andPhilosophy
Introduction to Hotel and RestaurantManagement-A Book of ReadingsThe Hospitality Industry
Catalog of career-related publications
The Dictionary of TourismGroup Travel Operations ManualHandbook of Professional TourManagementLegal Aspects of Travel Agency OperationMadceting in the Services SectorTravel and Tourism MarketingTechniquesYour Career in Travel and Tourism
Air Fares and TicketingCruises: An Introduction and Guide toSales TechniquesDiscovering DestinationsEquipment and Supplies for Travel andTourism ClassroomsNational Travel Airline ReservationSimulator KitNational Travel and Airline CareersStudent Learning KitNATARSNTA Placement BulletinPrinciples and Methods of SchedulingReservationsQuick Ticketing GuideSales and Marketing for Travel andTourismThe Travel AgencyThe Travel Agent: Dealer in DreamsThe World of TravelTourism: An ExplorationTravel Career Development
ITravel Destination Geography
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81
Pergamon PressFairview Part(Elmsford, NY 10523
Praeger Publishers, Inc.Division of Greenwood Press, Inc.1 Madison Avenue, 11th FloorNew York, NY 10010-3603
Prentice Hall, Inc.PO Box 500Englewood Cliffs, NJ 07632(201)592-2000
Random House Publishers201 E. 50th StreetNew York, NY 10022
The Rosen Publishing Group, Inc.29 East 21st StreetNew York, NY 10010
South Western Publishing Company5101 Madison RoadCincinnati, OH 45227
Ultima Thule Publishing CompanyPO Box 100731Anchorage, AK 99510(907)277-0875
US Government Printing OfficeSuperintendent of DocumentsWashington, DC 20402(202)783-3238
Where in the World, When in theWorld? An Introduction to TravelGeography and International TimeWorld AtlasWorldwide Cruises and ShiplinesWorldwide Tours
The Travel and Tourism Industry:Strategies for the Future
US Maritime Policy: History andProspects
Services Marketing
A Passion for ExcellenceFodors Travel Guides
Exploring Careers in the TravelIndustry
Catalog of materials on business,office, and marketing educationPassport
Portage Glacier and Turnagain Arm
Career Opportunities in Hotel andRestaurant IndustriesCustoms, Immunization, and PassportPublications Travel and TourismFly Rights
Foreign Country information StudiesInternational Travel. Report to thePresident of the United StatesNational Registry of Historic PlacesNational Tourism Resources ReviewCommission, Destination U.S.A.Recreation and Outdoor ActivitiesTravel and Tourism and Recreationaland Outdoor Activities bibliographies
eri. 3
ts
Warner Books, Inc.666 Fifth AvenueNew York, NY 10103
W.H. Freeman and Company41 Madison AvenueNew York, NY 10010(212)532-7660
William Morrow and Company105 Macfison AvenueNew York, NY 10016
Zff-Davis Publishing Company1 Park AvenueNew York, NY(212)503-3500
State Resources
Alaska Department of Commerce and EconomicDevelopmentDivision of TourismPO Box EJuneau, AK 99811(907)465-2012
Alaska Department of Commerce and EconomicDevelopmentOffice of EnterprisePO Box DJuneau, AK 99811(907)465-2018
Alaska Department of Fish and GamePO Box 3-2000Juneau, AK 99811(907)465-4112
Alaska Department of Fish and GameNongame Program333 Raspberry RoadAnchorage, AK 99502
IIIAlaska Historical Commission524 W. 4th Avenue, Suite 207Anchorage, AK 99501
7483
Treaties and Other internationalAgreements of the United StatesVacations UnlimitedWorld Factbook
Megatrends
Modem Hotel and Motel Management
Fielding's Worldwide Guide to Cruises
Travel Market Yearbook
Alaska Tourism Handbook: A Guide toCommunity Tourism DevelopmentTravel Planner
Establishing a Business in Alaska
Alaska Sport Fish IdentificationHandbookGame Fishes of Alaska
Alaska Wildlife Week Curriculum
Alaska's Heritage
Alaska Outdoor Council3417 KaganEagle River, AK
Alaska Seafood Marketing Institute1111 W. 8th Street, Suite 100PO Box DXJuneau, AK 99811(907) 586-2902
Brigham Young UniversityDavid M. Kennedy Center for International StudiesPublications Services280 HRCBProvo, UT 84602
Curriculum and Instructional Materials CenterOklahoma Department of Vocational andTechnical Education1500 W. SeventhStillwater, OK 74074-43641-800-654-4502
Extension Instructional Materials CenterDivision of Continuing EducationUniversity of Texas at AustinPO Box 7218Austin, TX 78713-7218
Hospital Itia Industries Training and ServicesNew Mexico Restaurant Association2130 San Mateo NE, Suite CAlburquerque, NM 87110
Instructional Materials LaboratoryUniversity of Missouri-Columbia908 Woodson WayColumbia, MO 65211
Massachusetts Department of EducationDivision of Occupational EducationQuincy Center Plaza1385 Hancock StreetQuincy, MA 02169
Mid-America Vocational Curriculum Consortium1500 W Seventh AvenueStillwater, OK 74074-43641-800-654-3988
Information on outdoor recreationin the state.
ASMI-GRAM NewsletterChallenge for Excellence (video)Competitive Edge (video)Fresh and Frozen Salmon: How to Sell It(video)
Culturegrams
Business Management and OwnershipCashier-Checker LAPSCommunicationsFood Production, Management, andServicesFundamentals of Marketing EducationGeneral Clerical DutiesOffice MachinesOffice Occupations Media
Hotel/Motel OperationsPrinciples of ManagementRetail Travel Marketing
New Mexico Tourism Awareness: ACurriculum Package
Business and Office Education Modules
Math and Science Competencies in Hoteland Lodging
Food Production, Management, andand ServicesGraphic ArtsInformation Processing
84 75
Minnesota Ciiniculum Services Center3554 White Bear AvenueWhite Bear Lake, MN 55110
New York Department of EducationBureau of Occupational Education CuniculumAlbany, NY 12234
Occupational Curriculum LaboratoryEast Texas State UniversityCommerce, TX 74528(214) 886-5623
Oregon Career Development Consortium'Madon Education Service Distdct651 High Street NE, Suite 4Salem, OR 97301
Oregon Department of Education700 Pringle Parkway SESalem, OR 97310-0290
Pubhcations UnitVocational Studies CenterSchool of EducationUniversity of Wisconsin-Madison964 Educational Sciences Bldg1025 West Johnson StreetMadison, WI 53706(608)263-4357
University of Alaska FairbanksCenter for Cross-Cultural StudiesFairbanks, AK 99701
PrI 6
85
Going Irdo Business ModulesSmall Business Management
Travel and Tourism Module: AnAdvanced Level Option for Distributionand Development Marketing
CommunicationsHuman Relations in BusinessManaging the Office EmployeeManaging the Office EnvironmentMath Skills for the Office
Basic Skills in Vocational Education:Computer Skills, Mathematics, Reading,Spealdng/Ustening, Wdting
Report of the Technical Committee forHospitality, Tourism, Recreation
Achieving Success in Small Business: ACompetencyBased Educational Programfor Persons Interested in SmallBusiness OwnershipAchieving Success in Small Business: ACompetency-Based Educational Programfor Persons Interested in SmallBusiness OwnershipBasic Skills for ImprovementCompetency-Based Business EducationModulesE.T.C. Entrepreneurship TrainingComponents for Business and OfficeInstructional Strategies for UsingMicrocomputers in Vocational Educationfor Business EducationSmall Business and EntrepreneurshipSeriesSteps to Starting a Small BusinessTools, Equipment, and Machinery:Adapted for Vocational Education andEmployment of Hancficapped People
Cultures in the North: Multi-MediaResource kitMany resources on Alaskan culture
=111=M\University of Alaska FairbanksAlaska Sea Grant College ProgramAttorney's Plaza, Suite 1AFairbanks, AK 99775
University of Washington PressPO Box 50096Seattle, WA 98105
Associations
Alaska Natural Resources and Outdoor EducationAssociationBox 110536Anchorage, AK 99511-0536
Alaska Federation of Natives411 West Fourth Avenue Suite 301Anchorage, AK 99501
The Alaska Naf a FoundationPO Box 100278Anchorage, AK 99501
Alaska Natural History Association250 Cushman Street, Suite 1AFairbanks, AK 99701(907)451-7352
Alaska Women in Timber111 Stedman Street #200Ketchikan, AK 99901
American Association for InstructionalMaterials120 Drittmeir Engineering CenterAthens, GA 30602(404)542-2586
American Marketing Association250 S. Walker Drive Suite 200Chicago, IL 60606
Alaska Hotel and Motel AssociationPO Box 104900Anchorage, AK 99510(907)344-4778
Alaska Sea Week Curriculum GuideAlaska's Seas and CoastsMarine Life PostersPublications Directory
Indian Fishing: Early Methods on theNorthwest Coast
Flyways, Pathways, Waterwa/sProvides networking for naturalresource educators, cisseminatescurriculum, trains teachers incurriculum use, and provides aninformation clearinghouse
Information on Native Claims
Information on Native ClaimsAlaska Native Land ClaimsTo Have and To Hold Land ResourcesTrouble Ahead
The Denali Road GuidePublications on Alaska's National Parks,National Forests, Fish and WildlifeService, and State Parks
Alaska's Great Green ForestThe Forest Book
Pe.lormance-Based Teacher EducationModules: Assisting Students InImproving Their Basic Skills
Extensive collections of marketingMarketing News
Quarterly publications and sponsoreducational programs
7
eAlaska Visitors AssociationPO Box 102220Anchorage, AK 99510(907)276-6663
American Bus Assodation1025 Connecticut Avenue NWWashington, DC 20036
American Hotel and Motel Association888 7th AvenueN9W York, NY 10106
American Institutes for Research1055 Thomas Jefferson Street NWWashington, DC 20007
American Society of Travel Agents1101 King StreetAlexandria, VA 22314
American Vocational Association1410 King StreetAlexandria, VA 22314
Assodation of Retail Travel Agents25 S. RiversideCroton-On-Hudson, NY 10520
Club Managers Association of America7615 Winterberry PlaceBethesda, MD 20817
Council of Hotel, Restaurant and InstitutionalEducation311 First Street NW #700Washington, DC 20001
Cruise Lines International Assocation (CLIA)17 Battery PlaceNew York, NY 10004
Distributive Education Clubs of America1908 Association DriveReston, VA 22091(703)860-5000
Information and assistance in startinglocal tourism organizations, statewidetourism/governmental issues,Marketing Council information andprograms, tourism research, andAVA membership and programs.
Conducts safety seminars, disseminatesinformation, sponsors competitions,compiles statisticsMotorcoach MaiketerPublishes Bus Operator, DestinationsSCAN Newsletter
Hospitality for SaleHotel and Motel RedbookLodging Publication
Getting Down to Business: TravelAgency Entrepreneurship TrainingComponents
ASTA Travel NewsResources, maintains biographicalarchives, sponsors cornpetitions,conducts research
Catalog of resources for vocationaleducation
ARTAFACTSConducts joint marketing and educationprograms
Library on Food PreparationClub Management MagazineClub Management Operations
Hospitality EducatorJournal of Hospitality EducationSupports research, cornpiles statistics,and conducts seminars
Travel Agents Cruise Manual
A Guide for DECA Chapter OfficiersA Prograrn of ActionDECA Handbook
i 8
87
The Educational Instituteof the American Hotel and Motel Association1407 S. Harrison RoadPO Box 1240East Lansing, MI 48823(517)353-5500
Future Business Leaders of AmericaPO Box 17417-DullesWashington, DC 20041
Hotel Sales and Maricefing Association1400 K Street NW, Suite 810Washington, DC 20005
Institute of Certified Travel AgentsPO Box 56148 Linden StreetWellesley, MA 02181
International Air Transport Association2000 Peel StreetMontreal, PO, Canada H3A 2R4
International Association of Tour ManagersNorth American Region1646 Chapel StreetNew Haven, CT 06511
International Fede, lion of Women in Travel4545 N. 36 Street, Suite 126Phoenix, AZ 85018
Joint Council on Economic Education2 Park AvenueNew York, NY 11016
National Business Education Association1914 Association DriveReston, VA 22091
National Restaurant Association311 First Street NWWashington, DC 20001
International Academia PartnershipPrograms: Managing Front OfficeOp 3rations
Managing Hospitality EngineeringSystemsProfessional CookingResort Management and DevelopmentCatalog of materials and films
Developing Effective Programs andActivities in FBLA-PBLThe Official FBLA-PBL Handbook
Glossary of Hotel/Motel TermsMaintain Sales Research CenterMarketing Review
Library on travel agency managementand travel reference topicsTravol Career Development Program
Reason in the AirStandard Interline Passenger and CargoProceduresWorld Air Transport statistics
Conducts professional tour managementUSA certificate programTour Manager magazineTravel Magazine
Resourcjs, conducts serninars,workshops, lecturesSpirit Newsletter
Resources on economics and marketing
Clearinghouse of publications onbusiness educationStandards for Excellence in BusinessEducation
Foodservice Information AbstractsRestaurants, USA magazineTableservice Restaurant OperationsWaiter/waitress training programs,educational pamphlets, books, films
88 79
Marketing and Distributive Education Association1908 Association DriveReston, VA 22091(703)476-4299
National Audubon SocietyNature Center Planning Division950 Third AvenueNew York, NY 10022
National Tour AssociationPO Box 3071546 E. Main StreetLexington, KY 40596
Office Education Association5454 Cleveland AvenueColumbus, OH 43229(614)895-7277
Travel and Tourism Research AssociationPO Box 8066, Foothill StationSalt Lake City, UT 84108
Travel Industry Association of America1899 L Street NWWashington, DC 20036(202)293-1433
United States Travel Data Center1899 L Street, Suite 610Washington, DC 20036
World Tourism AssociationCalle Captain Haya 42Madrid, Spain E-28020
Marketing Educators News
Manual of Outdoor Interpretation
Courier MagazineDevelop and increase public interestin tourist travel by motorcoachTuesday Newsletter
Ad iisors NewslettersCompetitive Events GuidelinesLeadership Development Series
Journal of Travel ResearchReference Service to assist travelresearch and marketing industrySponsors travel research and studentcontests
Contact USA: A Buyers Guide to USTravel Products, Seivices, andPersonnelDiscover America Package TourHandbookInternational Travel News DirectoryMarketing the USA: Selling to Canada
Economic Review of Travel in AmericaGuide to publications and resourcesNational Travel SurveySurvey of State Travel OfficesTravel and Tourism Industry HighlightsTravel Printout
Economic Review of World TourismPublishes studies and documents onlegislation affecting tourismRole and Structure of National TourismAdministrationsTourist BibliographyWorld Tourism Statistics
SO.
Periodicals
American Express Publishing Company1120 Avenue of the America'sNew York, NY 10036
American Marketing Association250 S. Walker Drive Suite 200Chicago, IL 60606(312)648-0536
Alaska Publishing CompanyPO Box 102696Anchorage, AK 99510
American TravelerDivision of Capital Cities Media, Inc.2 W. 46 StreetNew York, NY 10036
Bill Communications, inc.633 Third AvenueNew York, NY 10017
Cahners Publishing CompanyFoodservice and Packaging GroupDivison of Reed Publishing USA44 Cook StreetDenver, CO 80206
Communication Channels, Inc.6255 Barfield RoadAtlanta, GA 30328
Cornell UniversitySchool of Hotel AdministrationIthaca, NY 14853
Crossroads PressBox 833Honolulu, HI 96808
Harcourt Brace Jovanovich, Inc.One E First StreetDuluth, MN 55802
Hawkins and Associates, Inc.s D Stroet
Washington, DC 20002
Industrial Publishing Company614 Superior Ave W.Cleveland, OH 44113
90
Travel and Leisure
Journal of Marketing
Alaska Business Monthly
The Travel Agent
Restaurant BusinessSales and Marketing Management:The Magazine of Marketing
Hotels and Restaurants UnlimitedRestaurants and Institutions
Airline Executive
C. ell Hotel and RestaurantAdministration Quarterty
Pacific Business News
Hotel and Motel Management
Travel and Tourism ExecutiveNewsletter
Modern Office Procedures
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Jax Far Travel280 Tokeneke RoadDarien, CT 06820
McGraw-Hill Publications, Inc.1221 Avenue of the AmericasNew York, NY 10020
Murdoch Magazines500 Harmon Meadow BlvdSecaucus, NJ 07094
Official Airline Guides, Inc.100 Grant AvenueSan Francisco, CA 94108
Penton Publishing1100 Superior AvenueCleveland, OH 44144
Transatlantic Publishing Corp.342 Madison AvenueNew York, NY 10017
Travel Trade Publishing Company6 E. 46 StreetNew York, NY 10017
Travel and Tourism Research AssociationBusiness Research DivisionUniversity of ColoradoBoulder, CO 80309-0420(303)492-8227
Walter Mathews Associates, Inc.Box 889Midtown StationNew York, NY 10018
Yankee Publishing, Inc.Alaska Publishing PropertiesDublin, NH 03444
Special Books/Pamphlets
Atlantic Richfield CompanyPO Box 100360Anchorage, AK 99510
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Travel Marketing Magazine
Business Week
Meetings and ConventionsTravel Weekly
Travelage WestTravel Management DailyTravel Management NewsletterPacific Travel News
Air Transport WorldLodging HospitafityRestaurant Hospitality
Travel Digest
Travel Trade
Journal of Leisure ResearchJournal of Travel Research
Travel Business Repon
Alaska, magazine of life on the lastfrontier
Wildlife of the North Slope
A Wiley Inter Science PublicationJoi.n Wiley and Sons, Inc.605 Third AvenueDept. 0194 JOMNew York, NY 10158
Boeing Commercial Airline CompanyAttention: MarketingriPG-6-': 400PO Box 3703Seattle, WA 95124(206)237-0200
Conference of ConcessionersMammoth Cave, KY 42559
Contract Research Corporation25 Flanders RoadBelmont, MA
Cooperative Extension ServiceStatewide OfficeUniversity of Alaska303 Tanana DriveFairbanks, AK 99701
Dun and Bradstrent Corporation99 Church StreetYork, NY 10007
Economist Publications, Ltd.The Economist Intelligence Unit40 Duke StreetLondon, WIA 1DW England
Federal Aviation Administration800 Independence Avenue SWWashington, DC 20591(202)267-3484
Federal Maritime Commission1100 L Street NWWashington, DC 20573(202)523-5773
Where to Find Business Information:A Worldwide Luide for Everyone WhoNeeds the Answers to Business Questions
Dimensions of Airlines Growth
Visitor Facilities and Services in theNational Parks
Career Exploration in Hospitality andRecreadon
Community Evaluations for Econorn:cDevelopmentMarketing the Uniqueness of SmaiiTowns
Organizing Your Home Business CenterTo Grow or Not to Grow: Questions AboutEconomic Development
tirk
Industry Agent's HandbookOAG Travel Planner, European ..trid NewPacific AreasOAG Travel Planner, North American Ed.OAG Worldwide Cruise and ShiplineGuide
Imematirnal Tourism QuarterlyTravel P,Ind Tourism Analyst
Federal Air Regulations
Federal Maritime Regulations
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Ford's Travel Guides19448 Loridelius StreetNorthridge, CA 91324
Forsyth Travel LibraryPO Box 29759154 West 5th StreetShawnee Mission, KS 66201
Fuller Weissman, Inc.810 St. William AvenueRound Rock, TX 78681
Interstate Commerce Commission12th Street and Constitution Ave NWWashington, DC 20403(202)275-7833
Jane Taylor Wilson800 Rcberto AvenueSanta Barbara, CA 93109
Marketing HandbooksStamford, CT
Murdoch Magazines500 Harmon Meadow Blvd.Secaucus, NJ 07094
National Park ServiceAlaska Area OfficeRoom 202540 West 5th AvenueAnchorage, AK 99501
National Railways Publications Company424 W 33 StreetNew York, NY 10001
Small Business Administration701 C StreetBox 67Anchorage, AK 99513
Travel Insider272 Kosan CircleStreaniwood, IL 6010'7(312)837-9241
Ford's Deck Plan GuideForrrs Freighter Travel GuideFord's International Cruise GuideWaterways of the World
Thomas Cook Continental TimetableThomas Cook Overseas Timetable
Fuller-Weissman Report
Regulates transportation
Leadership Alive: A Handbook ofExercises and Resources for LeadershipDevelopment
Travel Market Yearbooks
Hotel and Travel IndexOfficial Hotel and Resort Guide
Films or national parksPublications and information oncamping in national parks
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The Official Railway Guide
Information and publications onmanagement, accounting, and businessbasics for small businesses
Directory of Foreign GovernmentTourist Offices
Tumagain Products13201 Ridgewood CircleAnchorage, AK 99516
US Coast Guard2100 Second Street SWWashington, DC 20593(202)267-2303
US Department of Agriculture14th Street and Independence Avenue SWWashington, DC 23250(202)447-2791
US Department of CommerceUS Travel and Tourism AdministrationMain Commerce BuildingWashington, DC 20230(202)377-0137
US Department of interiorC Street between 18th and 19th Street NWWashington, DC 20240(202)343-4841
US Department of JusticeTenth Street and Constitution Ave NWWashington, DC 20530(202)633-2007
US Department of StatePassport ServicesBureau of Consular Affairs1425 K Street NW, Room G-62Washington, DC 20524(202)783-8170
US Department of TransportationPublic Reference Room400 7th Street SW, Room 4107Washington, DC 20590(202)426-7634
US Fish and Wildlife SeiviceOffre of Public Use and Information1011 East Tudor RoadAnchorage, Ak 99503
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Rail Guide to the Histonc AlaskaRailroad
Rogulaticris, licensing, and safrinformation
Transportation of agricultural productsinformation
International Travel Martet Reviews ofSelected Major Tourism GeneratingCountriesOutlook for Travel and TourismNational Travel SuiveyTra il Agents U.S.A., TransportationGuin._
General land information
Passport and visa informationinternational travel, customs, andimmigration information
Bureau of Consular Affairs: YourThp Abroad, Visa Requirements ofof Foreign GovernmentsTravel Information: Your Tnp Abroad
Information airline tariffs and routes
Posters on habitat and wildlife of southcentral Alaska
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US Forest SeiviceAlaska RegionFederal Office BuildingBox 1628Juneau, AK 99802
US Geological Survey4 University DriveAnchorage, AK 99508
Media
Agency for Instructional TelevisionBox ABloomington, IN 47402
Alaska Center for Economic EducationUniversity of Alaska601-A Gruening BldgFairbanks, AK 99701(907) 474-6520
Cambridge Career ProductsOne Players Club Drive, Dept. 0T2Charleston, WV 25311
Career Aids, Inc.20417 Nordhoff Street Dept. SChatsworth, CA 91311(818) 341-8200
Career Development Software, Inc.207 Evergreen DriveVancouver, WA 98661(206)696-3529
DCA Educational Products, Inc.4685 Stenton Ave.Philadephia, PA 19144
The Educational Institute of theAmerican Hotel and Motel Assodation1407 S. Harrison RoadPO Box 1240East Lansing, MI 48823(517)353-5500
International Film Bureau, Inc.332 South Michigan AvenueChicago, IL 60604
Guide to Alaska TreesSoutheast Alaska CommunityOpportunity GuideThe Common Plants of the Muskegsof Southeast Alaska
Topographical and geological maps ofAlaska
Modem Talking Pictures 3ervice, Inc.1145 North McCadden PlaceLos Angeles, CA 90038
Nationd Archives & Records AdministrationNational Audiovisual Center8700 Edgeworth DriveCapitol Heights, MD 20743
Pacific Academy for Advanced Studies1100 Glendon Avenue, Suite 1625Los Angeles, CA 90024
Penn Communications, Inc.1350 West 20th StreetErie, PA 16502
Salenger Educational Media1635 12th StreetSanta Monica, CA 90404
Teaching Aide.., Inc.PO Box 1798Costa Mesa, CA 92628-0798
Vocational Media AssociatesPrentice-Hall MediaPO Box 1050Mt. Kisco, NY 10549
Walt Disney Educational Media Co.500 S. Buena Vista StreetBurbank, CA 91521
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