PHT-18

District Event

CAREER CLUSTER
Hospitality and Tourism

INSTRUCTIONAL AREA
Communication Skills

PRINCIPLES OF HOSPITALITY AND TOURISM EVENT

PARTICIPANT INSTRUCTIONS
• The event will be presented to you through your reading of the 21st Century Skills,
Performance Indicators and Event Situation. You will have up to 10 minutes to review this
information and prepare your presentation. You may make notes to use during your
presentation.
• You will have up to 10 minutes to make your presentation to the judge (you may have more
than one judge.)
• You will be evaluated on how well you meet the performance indicators of this event.
• Turn in all of your notes and event materials when you have completed the event.

21st CENTURY SKILLS

• Critical Thinking – Reason effectively and use systems thinking.

• Communication – Communicate clearly.
• Creativity and Innovation – Show evidence of creativity.

PERFORMANCE INDICATORS

1. Explain the nature of effective verbal communication.

2. Explain the nature of effective written communication.

3. Distinguish between using social media for business and personal purposes.

4. Employ communication styles appropriate to target audience.

Published 2018 by DECA Inc. Copyright © 2018 by DECA Inc. No part of this publication may be reproduced for
resale or posted online without written permission from the publisher. Printed in the United States of America.
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District Event

EVENT SITUATION

You are to assume the role of the maître d’ at GARNET, a four-star restaurant in a city of 200,000
people. As maître d’, you are in charge of reservations and overseeing the wait staff and busboys.
You are the very first person guests communicate with when they arrive at the restaurant. You
will be speaking with the general manager (judge) to encourage GARNET’s presence on social
media.

GARNET is an extremely successful restaurant in the city. It is open for dinner service Tuesday
through Sunday and features a full bar, a seasonal menu and is in very high demand.
Reservations are often booked months in advance for Saturday or Sunday night service.

The general manager (judge) is traditional and does not believe that the restaurant needs to have
a presence on social media and also feels it is unprofessional. Since the restaurant is most often
full, the general manager (judge) does not see the benefit in social media.

You have decided to take on the role of the voice of GARNET on social media. You must
convince the general manager (judge) of the effectiveness of social media and how the style can
match the professionalism of the restaurant. You must also explain to the general manager
(judge) how you can communicate with customers arriving to the restaurant about GARNET’s
social media presence.

You will explain effective communication to the general manager (judge) in a role-play to take
place at the front desk. The general manager (judge) will begin the role-play by asking you about
effective communication. After you have given the general manager (judge) an explanation and
have answered the manager’s (judge’s) questions, the general manager (judge) will conclude the
role-play by thanking you for your work.

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District Event

JUDGE’S INSTRUCTIONS
DIRECTIONS, PROCEDURES AND JUDGE’S ROLE

In preparation for this event, you should review the following information with your event
manager and other judges:

1. Procedures

2. 21st Century Skills and Performance Indicators

3. Event Situation

4. Judge Situation Characterization

Participants may conduct a slightly different type of meeting and/or discussion with you
each time; however, it is important that the information you provide and the questions
you ask be uniform for every participant.

5. Judge’s Evaluation Instructions

6. Judge’s Evaluation Form

Please use a critical and consistent eye in rating each participant.

JUDGE SITUATION CHARACTERIZATION

You are to assume the role of the general manager at GARNET, a four-star restaurant in a city of
200,000 people. The maître d’ (participant) wants to speak with you to encourage GARNET’s
presence on social media.

The maître d’ is in charge of reservations and overseeing the wait staff and busboys. The maître
d’ is the very first person guests communicate with when they arrive at the restaurant.

GARNET is an extremely successful restaurant in the city. It is open for dinner service Tuesday
through Sunday and features a full bar, a seasonal menu and is in very high demand.
Reservations are often booked months in advance for Saturday or Sunday night service.

You are traditional and do not believe that the restaurant needs to have a presence on social
media and also feel it is unprofessional. Since the restaurant is most often full, you do not see the
benefit in social media.

The maître d’ (participant) wants to take on the role of the voice of GARNET on social media.
The maître d’ (participant) must convince you of the effectiveness of social media and how the
style can match the professionalism of the restaurant. The maître d’ (participant) must also
explain to you how the maître d’ (participant) can communicate with customers arriving to the
restaurant about GARNET’s social media presence.

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District Event

The maître d’ (participant) will explain effective communication with you in a role-play to take
place at the front desk. You will begin the role-play by asking about effective communication.
During the course of the role-play you are to ask the following questions of each participant:

1. What kind of content would you be posting on social media?

2. Are there any social media platforms that would seem inappropriate for our restaurant?

After the maître d’ (participant) has given you an explanation and has answered your questions,
you will conclude the role-play by thanking the maître d’ (participant).

You are not to make any comments after the event is over except to thank the participant.

Answers will vary but should demonstrate a basic understanding of the concepts.

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District Event

JUDGE’S EVALUATION INSTRUCTIONS

Evaluation Form Information

The participants are to be evaluated on their ability to perform the specific performance
indicators stated on the cover sheet of this event and restated on the Judge’s Evaluation Form.
Although you may see other performance indicators being demonstrated by the participants,
those listed in the Performance Indicators section are the critical ones you are measuring for this
particular event.

Evaluation Form Interpretation

The evaluation levels listed below and the evaluation rating procedures should be discussed
thoroughly with your event chairperson and the other judges to ensure complete and common
understanding for judging consistency.

Level of Evaluation Interpretation Level

Exceeds Expectations Participant demonstrated the performance indicator in

an extremely professional manner; greatly exceeds
business standards; would rank in the top 10% of
business personnel performing this performance
indicator.

Meets Expectations Participant demonstrated the performance indicator in

an acceptable and effective manner; meets at least
minimal business standards; there would be no need for
additional formalized training at this time; would rank
in the 70-89th percentile of business personnel
performing this performance indicator.

Below Expectations Participant demonstrated the performance indicator

with limited effectiveness; performance generally fell
below minimal business standards; additional training
would be required to improve knowledge, attitude
and/or skills; would rank in the 50-69th percentile of
business personnel performing this performance
indicator.

Little/No Value Participant demonstrated the performance indicator

with little or no effectiveness; a great deal of formal
training would be needed immediately; perhaps this
person should seek other employment; would rank in
the 0-49th percentile of business personnel performing
this performance indicator.

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PRINCIPLES OF HOSPITALITY AND TOURISM, Participant: _____________________
2018
I.D. Number: ____________________
JUDGE’S EVALUATION FORM
DISTRICT EVENT

INSTRUCTIONAL AREA
Communication Skills

Did the participant: Little/No Below Meets Exceeds Judged

Value Expectations Expectations Expectations Score
PERFORMANCE INDICATORS
Explain the nature of effective verbal
1. 0-1-2-3-4-5 6-7-8-9-10 11-12-13-14 15-16-17-18
communication?
Explain the nature of effective written
2. 0-1-2-3-4-5 6-7-8-9-10 11-12-13-14 15-16-17-18
communication?
Distinguish between using social
3. media for business and personal 0-1-2-3-4-5 6-7-8-9-10 11-12-13-14 15-16-17-18
purposes?
Employ communication styles
4. 0-1-2-3-4-5 6-7-8-9-10 11-12-13-14 15-16-17-18
appropriate to target audiences?
21st CENTURY SKILLS
Reason effectively and use systems
5. 0-1 2-3 4-5 6-7
thinking?
6. Communicate clearly? 0-1 2-3 4-5 6-7

7. Show evidence of creativity? 0-1 2-3 4-5 6-7

Overall impression and responses to
8. 0-1 2-3 4-5 6-7
the judge’s questions
TOTAL SCORE