208418_VHCC_DACUMSheet

General Knowledge and Skills

Behaviors, Traits, Attitudes

Knowledge: Appalachian Highlands region’s geography, history, culture, tourist attractions, and dining options (extensive knowledge preferred) Artificial Intelligence Business/Recipe Math (addition, subtraction, multiplication, division, ratios, yields, and percentages) Cultural Diversity Micro/Macro Economics Social Media Tourism Industry (lodging types/levels of service for each, yield management – how rate structure changes based on inventory) Skills: Collaboration Communication (verbal/speaking, non-verbal/writing) Critical Thinking Cultural Competence Customer Service (5/15 Rules of Hospitality, Hospitality 101 [say guest name, do not disclose personal info, get to know the guest], Body Language, Verbiage) Digital Marketing (reviewing/responding to online reviews, managing online presence through social media platforms and search engine listings) De-escalation Emotional Intelligence Giving/Receiving Feedback Leadership Listening Multi-tasking Negotiation Presentation Problem-Solving (LEARN Customer Service Method: Listen, Empathize, Analyze, Respond, Notify) Public Speaking Sales Situational Awareness

Accountable Adaptable/Flexible Advocacy-Minded Authentic Civic-Minded

Clear Vision/ Future-Oriented Comfort with Change/Ambiguity Consistent Creative Customer/Guest-Focused Detail-Oriented

Discerning Empathetic Encouraging Entertainer Ethical Focused High Standards/Expectations for Self and Others Hometown Pride Intentional Joyful Lifelong Learner (willingness to learn/improve)

Leader Patient Positive Problem-Solver Resourceful

Respectful Storyteller Strong Work Ethic Team Player Tension Easer (eliminates friction)

Tools, Equipment, Supplies and Materials

Property Management Systems (guest data, preferences, reservations) Customer Management Systems

Point of Sale (POS) Systems (e.g., Toast) Accounting Systems (e.g., Peachtree) Ticketing Platforms Check-in Systems Desktop Publishing Programs Photography equipment

DACUM Occupational Profile for an Entry-Level Hospitality and Tourism Management Professional Prepared for Virginia Highlands Community College November 21, 2024