foundations of Hospitality Management

Foundations of Hospitality Management challenges members to demonstrate their understanding of essential concepts in the hospitality and tourism industries through an objective test. This event covers topics such as customer service, event planning, travel and tourism, hotel operations, and industry trends.

Event Overview

Division: Collegiate
Event Type: Individual
Event Category: Objective Test, 100-multiple choice questions (breakdown of question by competencies below)
Objective Test Time: 50 minutes

Educational Alignments

Items Competitor Must Provide: Sharpened Pencil, Computer, Conference-provided nametag, Photo identification, Attire that meets the Florida FBLA Dress Code

Items FBLA Must Provide: Test log-in information

This event is intended for students who are early in their collegiate academic journey and just beginning their study of hospitality management. Only members who have completed no more than six credit hours on a semester schedule (or the equivalent number of quarter hours) of college-level hospitality management coursework by May 1, 2027, are eligible to compete.

Knowledge Areas

·         Customer Relations
·         Economics and Finances
·         Information Management
·         Operations
·         Professional Development
·         Product/Service Management
·         Promotion and Selling
Test questions are based on the knowledge areas and objectives outlined for this event. Detailed objectives can be found in the study guide included in these guidelines.

State

Eligibility

·         FBLA membership dues are paid by 11:59 pm Eastern Time on February 1st of the current program year.

·         Members must be registered for the SLC and pay the state conference registration fee in order to participate in competitive events.

·         Members must stay within the official FBLA housing block of the official FBLA hotel to be eligible to compete.

·         Each chapter may submit six students in this event.

·         On the state level, each member can compete in up to three different events in the following combinations: three objective tests OR two objective tests and one presentation OR two objective tests and one production or one objective test and two production OR one objective test, one presentation, and one production. Students may enter the Christopher Heider, Rob Kelleher, Who’s Who event, and one Chapter event (Community Service, State of the Chapter) in addition to their above chosen events.

·         Picture identification (physical or digital: driver’s license, passport, state-issued identification, or school-issued identification) matching the conference nametag is required when checking in for competitive events.

·         If competitors are late for an objective test, they may be either disqualified or permitted to begin late with no extension of the time as scheduled. This is solely at the proctor’s discretion.

·         Participants must adhere to the Florida FBLA dress code established by the Florida Board of Directors or they will not be permitted to participate in the competitive event.

Recognition

·         The number of competitors will determine the number of winners. The maximum number of winners for each competitive event on the state level is 4.

Event Administration

·         This event is an objective test administered prior to the SLC. Advisers will be sent information regarding testing requirements.

·         No reference or study materials may be brought to the testing site.

·         No calculators may be brought into the testing site; online calculators will be provided through the testing software.

Scoring

·         Ties are broken by comparing the correct number of answers to the last 10 questions on the test. If a tie remains, answers to the last 20 questions on the test will be reviewed to determine the winner. If a tie remains, the competitor who completed the test in a shorter amount of time will place higher.

·         Results announced at the State Leadership Conference are considered official and will not be changed after the conclusion of the State Leadership Conference.

Americans with Disabilities Act (ADA)

·         FBLA complies with the Americans with Disabilities Act (ADA) by providing reasonable accommodations for competitors. Accommodation requests must be submitted through the conference registration system by the official registration deadline. All requests will be reviewed, and additional documentation may be required to determine eligibility and appropriate support.

Penalty Points

·         Competitors may be disqualified if they violate the Competitive Event Guidelines or the Honor Code.

Electronic Devices

·        Unless approved as part of a documented accommodation, all cell phones, smartwatches, electronic devices, and headphones must be turned off and stored away before the competition begins. Visible devices during the event will be considered a violation of the FBLA Honor Code.

National

If competing at the National level, be sure to see the National guidelines at https://www.fbla.org/collegiate/competitive-events/

 
Study Guide: Knowledge Areas and Objectives

This study guide outlines the skills and knowledge assessed for this event. Objectives followed by a two-letter, three-digit code in parentheses are aligned to the National Business Administration Standards from MBA Research and Curriculum Center. Some objectives reference MBA Research’s Learning Activity Packages (LAPs), which are instructional resources with readings, activities, and assessments available exclusively to teacher advisers. For more information, visit MBAResearch.org/FBLA. 

Important Notice Regarding Test Preparation 

MBA Research materials are not required to study for or prepare for FBLA competitive event tests. MBA Research provides curriculum and instructional resources directly to teachers and does not administer or manage individual student testing or competition participation. 

Note for members and parents: All questions related to tests, study materials, scores, or competition guidelines should be directed to the local FBLA adviser. Only teacher advisers should contact MBA Research directly. 

Customer Relations (25 test items)  

  1. Explain the importance of meeting and exceeding customer/guest expectations (CR:067) (CS)  

  2. Anticipate unspoken customer needs (CR:053) (CS)  

  3. Accommodate special needs/specific requests of customers (CR:054) (CS)  

  4. Process customer/guest orders (CR:021) (CS)  

  5. Maintain service standards during peaks in demand (CR:039) (CS)  

  6. Use digital media to enhance customer post-sales experience (CR:028) (SP)  

  7. Resolve hospitality and tourism related conflicts for customers (CR:044) (CS)  

  8. Explain the nature of guest recovery (CR:045) (CS)  

  9. Determine strategies for resolving customer-service situations (CR:046) (SP)  

  10. Explain the nature of customer service in the hospitality and tourism industry (CR:049) (CS)  

  11. Identify factors associated with positive customer experiences (CR:052) (CS)  

  

 Economics and Finances (10 test items)  

  1. Explain the relationship between the economy and hospitality and tourism (EC:136) (SP)  

  2. Discuss considerations in accepting credit-card payments (FI:789) (SP)  

  3. Explain cash control procedures (e.g., signature cards, deposit slips, internal/external controls, cash clearing, etc.) (FI:113) (CS)  

Information Management (15 test items)  

  1. Describe the impact of mobile technology on the hospitality and tourism industry (NF:313) (SP)  

  2. Explain the need for hospitality and tourism business information (NF:279) (CS)  

  3. Describe current issues and trends in the hospitality and tourism industry (NF:048) (SP)  

  4. Identify information monitored for business decision making (NF:280) (SP)  

  5. Describe methods used to collect hospitality and tourism business information (e.g., observations, mail, telephone, Internet, discussion groups, interviews) (NF:283) (SP)  

  6. Obtain hospitality and tourism information from online sources (e.g., search engines, online databases, blogs, forums, listservs, web analytics, social media, geolocation services) (NF:286) (SP)  

  

Operations (10 test items)  

  1. Explain security considerations in the hospitality and tourism industry (OP:115) (CS)  

  2. Identify credit card fraud prevention methods (OP:653) (CS)  

  3. Explain the concept of place (distribution) in the hospitality and tourism industry (OP:529) (CS)  

  4. Identify environmental sustainability issues in hospitality and tourism (OP:658) (SP)  

  5. Manage employee turnover (HR:512) (MN)  

  

Professional Development (10 test items)  

  1. Describe the nature of the hospitality and tourism industry (PD:111) (CS)  

  2. Explain the roles and responsibilities of hospitality and tourism organizations (PD:398) (CS)  

  3. Describe the interdependence of segments of the hospitality and tourism industry (PD:399) (SP)  

  4. Discuss the role of ethics in hospitality and tourism (PD:400) (SP)  

  5. Explain career opportunities in hospitality and tourism (PD:272, LAP-PD-272) (CS)  

   

Product/Service Management (15 test items)  

  1. Explain the concept of product in the hospitality and tourism industry (PM:081) (CS)  

  2. Explain guarantees in hospitality and tourism (PM:314) (CS)  

  3. Describe services offered by the hospitality and tourism industry (PM:095) (CS)  

  4. Describe the role of customer voice in hospitality and tourism branding (PM:317) (SP)  

  5. Evaluate vendors' goods and services (PM:239) (SP)  

  6. Describe types of purchase orders (OP:250) (CS)  

  

Promotion and Selling (15 test items)

  1. Describe the concept of promotion in the hospitality and tourism industry (PR:121) (CS)  

  2. Explain promotional methods used by the hospitality and tourism industry (PR:082) (SP)  

  3. Establish relationship with hospitality and tourism customer/guest (SE:499) (CS)  

  4. Determine hospitality and tourism customer/guest needs (SE:500) (CS)  

  5. Explain factors that motivate people to choose a hospitality and tourism site (SE:220) (SP)  

  6. Recommend hospitality and tourism services (SE:221) (SP)