Page 255 - The Ontario Curriculum, Grades 11 and 12: Technological Education, 2009 (revised)

Grade 11, College Preparation
D1. demonstrate an understanding of and compliance with health and safety standards in the various sectors of the tourism industry;
D2. demonstrate an understanding of the importance of customer service;
D3. identify career opportunities in the tourism industry and the individual personality traits and skills important for success in these careers.
D1. HealthandSafety
D2. CustomerService
D3. CareerOpportunities
THEONTARIOCURRICULUM,GRADES11AND12 | TechnologicalEducation
SPECIFIC EXPECTATIONS
By the end of this course, students will:
D1.1 identify the laws, regulations, and regulatory/ oversight organizations that govern health, safety, and sanitary standards in the tourism industry (e.g., Occupational Health and Safety
Act [OHSA], Health Protection and Promotion
Act [HPPA], Workplace Hazardous Materials Information System [WHMIS] regulations, local health departments) and explain their importance;
D1.2 demonstrate an understanding of emergency preparedness (e.g., develop an emergency exit plan, ensure all safety equipment is clearly identi- fied and easily accessible and that equipment lock- out rules are posted) and procedures to be fol- lowed (e.g., regarding equipment power shut-off, the use of fire-suppression equipment) in the event of an accident or emergency situation;
D1.3 demonstrate the ability to follow health and safety best practices (e.g., report unsafe work con- ditions in the school classroom/facility; use the Workplace Hazardous Materials Information
System [WHMIS]; know appropriate first aid pro- cedures to be used in the event of an accident such as a burn, cut, or electric shock);
D1.4 demonstrate the use of safe food handling and proper sanitary practices (e.g., prevent cross- contamination of foods; keep their person and uni- form clean; wear hair nets; observe good house- keeping practices, safe lifting practices);
D1.5 use protective clothing and equipment as required to ensure their own and others’ safety in the work environment;
D1.6 identify and describe health and safety issues that must be considered in the workplace (e.g., issues concerning trip and fall, exposure to chemi- cals, the effects of fatigue, and long-term ergonomic considerations).
By the end of this course, students will:
D2.1 describe the relationship between the cus- tomer and the service provider;
D2.2 identify and describe fundamental principles of customer service (e.g., reliability, accountabil- ity, caring, responsiveness);
D2.3 explain how interpersonal, intrapersonal, and problem-solving skills are used to demon- strate professionalism and provide high-quality customer service;
D2.4 analyse how the quality of customer service affects the viability of various tourism businesses (e.g., hotels, resorts, restaurants, private clubs, health spas).
By the end of this course, students will:
D3.1 identify the sectors of the tourism industry that are prominent in their local community and/or region and those that are prominent in the province as a whole;
D3.2 describe the physical and psychological chal- lenges experienced by persons working in the tourism industry (e.g., multi-tasking, dealing with
D. PROFESSIONAL PRACTICE AND CAREER OPPORTUNITIES
OVERALL EXPECTATIONS
By the end of this course, students will:
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