HOSPITALITY SALES MANAGEMENT 

ROLE-PLAY:  OVERVIEW DESCRIPTION OF TOTAL PROCESS

I.            SOURCE MATERIAL:  Synthesis Questions (Found on Website “Topics”) –Answer by reading "ON-LINE" Text Assignments and Website links.   Preparation Work from "ON-LINE" Role-Play Site Map. Together, the Synthesis Question and Preparation Work comprise your “Homework” for each Role-Play. SEE ASSIGNMENT CALENDAR.

II.            ASSIGNED WORK:  For both Web-Class and Traditional Class. SEE ASSIGNMENT CALENDAR.

A.        Seven Role-Plays

(NOTE: Role-Plays Ia & Ib are for the"sales trainee stage" and role-play is NOT done in small groups.

Role-Plays II - IVb are for the"promoted account executive stage" and role-plays ARE done in small groups.

Role-Play IVc is the "Capstone" and final role-play and is Video-taped (all previous role-plays have prepared for this)

                        1.         Homework

a.            Synthesis Question (10 Points)

b.            Preparation Work (10 Points)

2.            Actual “Role-Play – Web Class “live” on Chat line & Traditional Class, “live” in-class (20 Points)

NOTE: Role-Play Ia & Ib will be conducted as a total class versus small groups. WEB Class will do this on the VCC. TRADITIONAL Class will do these "in-class."

B.        General Instructions

1.            Homework consists of both “1 a” and “1 b” (refer to statements numbered above)  which must be done prior to the Actual Role-Play. The purpose of homework is to ensure that all students are prepared for the actual Role-Plays conducted on VCC & Chat Site (Web-Class) and during class time (Traditional-Class).

2.            Submitting Homework to Professor

a.            Web-Class will submit homework to professor by e-mail. It’s easy to use the attachment capability on NAU WebMail (an internet site that accommodates your dana accounts; http://webmail.nau.edu/).

Homework must be completed prior to your “Actual” Role-Play which will be conducted (after Role-Plays Ia & Ib) in small teams of three (3) in the VCC (by assigned Groups) and on the web based “Chat Site” (found under “communication” menu button at the "Class Site Map".

b.            Traditional-Class will complete all homework (synthesis question and preparation work) which will be submitted to professor the DAY THAT ACTUAL ROLE PLAYS OCCUR IN CLASS.  As with the Web-Class, you will also be divided into groups of three (3).

                        3.            Conducting “Live” Role-Plays

a.            Preparation.  The professor will supply a “model script” of  for the role-plays beginning with Role-Play II and continuing through IV c.  At IVc, students will “rewrite” the scripts to reflect their own personalities and show originality (vs. simply copying the professor).

NOTE:  For the first two Role-Plays (Ia & Ib) discussion will take place as a “total class” vs. in groups of 3.

b.            Actual Role-Plays  (“live”) consist of students “practicing” the concepts learned and prepared for the homework above.  For both Web and Traditional Classes, after Role-Plays Ia & Ib, groups of three will be formed. 

(1)            Web-Class will conduct Actual Role-Plays on web at Small Group VCC & “Chat Site.”

(2)            Traditional-Class will conduct Actual Role-Plays in class.

c.            Groups of Three.  Both the Web and Traditional Classes will conduct Role-Plays II through IV b in groups of three.  The following sequence describes what happens:

            (1)            Form Group Teams of Three

            (2)            Each Person takes one of the following Roles:

                        (a)            Salesperson

                        (b)            Customer

                         c.            Evaluator

            (3)            First “Cycle” of Role-Play

                        (a)            Salesperson interacts with Customer

(b)            Evaluator uses checklist evaluation sheet and observes the Role-Play interaction.

 c.            After interaction, Evaluator “debriefs” what he or she has observed (everyone learns from this feedback).

                                                (4)            Second “Cycle,” Team  Members Rotate

(a)            Each take on a new roles of salesperson, customer, or evaluator.

(b)            Role-Play operates the same as in the “first” cycle.

 c.            Continue until ALL team members have completed each role of Salesperson, Customer and Evaluator.

4.            Role-Play IV c Is Different Than Above –It’s The Final Capstone Role-Play and Video taped with tape submited to professor for grade.

            a.            Homework for Role-Play IV c (THE FINAL CAPSTONE ROLE-PLAY)

                        (1)            Preparation Work (Homework) as Normal except NO "synthesis question" (10 Points)

                        (2)            Submit “Well-Thought” Original Script - modeled after "model script."(30 Points)

                        (3)            Video-Tape Role-Play IV c and Submit (70 Points)

III.            GRADING & TIMELINES -  FOR DETAILED ROLE-PLAY ASSIGNMENT SITE:  CLICK HERE!

            A.            Grading Role-Play: 1^st Six & Capstone

                        1.            General Grading Overview

                                    a.            First 6 Role-Plays

                                                (1)            Homework (20 Points Each)

                                                (2)            “Live” or Discussion (20 Points Each

                                    b.            Capstone Role-Play (IV c)

                                                (1)            Homework (10 Points)

                                                (2)            Video

                                                            (a)            Script Preparation (30 Points)

                                                            (b)            Video Performance (70 Points)

                        2.            Details of Grading – See Syllabus or Web Site (LINK BELOW)

            B.            Timelines

                        1.            No late homework will be accepted.

                        2.            ASSIGNMENTS, TIMELINE, AND GRADING for all due dates   CLICK HERE