Page 269 - The Ontario Curriculum, Grades 11 and 12: Technological Education, 2009 (revised)

Grade 12, College Preparation
D1. demonstrate an understanding of and compliance with health and safety standards in the tourism industry and the related legislation and regulations;
D2. demonstrate the ability to provide a professional level of customer service;
D3. describe a range of career opportunities and the education and training required for employment in various sectors of the tourism industry.
D1. Health and Safety
D2. Customer Service
D3. Career Opportunities
THEONTARIOCURRICULUM,GRADES11AND12 | TechnologicalEducation
SPECIFIC EXPECTATIONS
By the end of this course, students will:
D1.1 describe 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 depart- ments) and explain their importance;
D1.2 analyse the health and safety issues that affect workers in the tourism industry (e.g., issues concerning exposure to harmful chemicals, the effects of fatigue, ergonomics, sanitation, smoke and carbon monoxide [CO] detectors, fire- suppression devices, ventilation);
D1.3 handle and store a variety of products (e.g., cleaning chemicals, raw food products, flammable materials) according to provincial standards;
D1.4 take sanitary precautions (e.g., wear gloves, aprons, hair nets) when and where appropriate;
D1.5 use protective clothing and equipment as required to ensure their own and others’ safety in the work environment.
By the end of this course, students will:
D2.1 describe the importance of company policies and procedures in improving or maintaining high-quality customer service;
D2.2 explain the fundamental principles of cus- tomer service (e.g., accountability, caring, reliabil- ity, responsiveness) and apply these principles
in delivering an event or activity;
D2.3 explain the importance of showing respect for people with a variety of customer needs (e.g., people with disabilities, seniors, people from different cultural and religious backgrounds);
D2.4 identify and describe common ethical stand- ards in customer service (e.g., standards relating to privacy laws, confidentiality, and business ethics).
By the end of this course, students will:
D3.1 identify trends in the tourism industry (e.g., the trend towards self-service in booking tickets and making reservations, use of the Internet for comparison shopping of tourism products, more travel by elderly people) and describe how they affect the demand for jobs in tourism (e.g., as reflected in employment figures, the labour market index, patterns of seasonal employment);
D3.2 develop a specific education and training plan for a career in the tourism industry (e.g., hotel manager, event planner, travel consultant);
D3.3 identify the provincial and national associa- tions that support the activities of the tourism industry and provide career-related resources (e.g., Ontario Tourism Education Corporation [OTEC], Ontario Restaurant Hotel and Motel Association, Canadian Tourism Human Resource Council, Canadian Restaurant and Foodservices
D. PROFESSIONAL PRACTICE AND CAREER OPPORTUNITIES
OVERALL EXPECTATIONS
By the end of this course, students will:
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