Group Business Sales and Services


    General Information

    Professor Information

    Professor Photo
    Gloria Sanders
    (352) 328-6042
    By Appointment
    Please use Canvas Inbox

    Course Description And Purpose

    HFT 4508 - Emphasis is on introductory details needed for planning meetings, and conferences.  Focus is primarily on multi-day programs for corporations or associations.  Portions of the class will recreate training provided to hotel convention sales and/or services personnel.

    Course Objectives

    Students will be able to:

    1. Examine and distinguish management responsibilities pertaining to group business (Readings,  Discussions, Quizzes and Exam)
    2. Earn certificate on at least one common software program used in convention sales and services (Delphi Certification) 
    3. Identify and explore current trends affecting the business, association, and specialty group markets (Readings and Discussions)
    4. Enhance skills of assessment and critique through the written projects (Discussions)

    Major & Curriculum Objectives Targeted

    This course has been designed to provide additional knowledge and explanation pertaining to the details needed for planning meetings, and conferences, especially multi-day programs for corporations or associations and specifically explores the convention sales aspect of these positions.

    Teaching Methodology

    This is a fully online course in which all of the instructional materials and activities are delivered through Canvas, and/or other internet-based media. Should you have any questions, please contact the professor.

    Important Information

    Course Prerequisites

    There are no prerequisites for this course.


    Textbook Image
    Convention Management & Service
    Astoff, Abbey
    Pearson Publishing, 9th Edition, 2016
    ISBN-13: 978-0-86612-508-6
    You may purchase your textbook online at the FIU Bookstore.


    Please review the FIU's Policies webpage. The policies webpage contains essential information regarding guidelines relevant to all courses at FIU, as well as additional information about acceptable netiquette for online courses.

    As a member of the FIU community you are expected to be knowledgeable about the behavioral expectations set forth in the FIU Student Code of Conduct.

    Technical Requirements & Skills

    One of the greatest barriers to taking an online course is a lack of basic computer literacy. By computer literacy we mean being able to manage and organize computer files efficiently, and learning to use your computer's operating system and software quickly and easily. Keep in mind that this is not a computer literacy course; but students enrolled in online courses are expected to have moderate proficiency using a computer.

    This course utilizes the following tools:

    1. Smartphone or other technological option which allows you to take and upload short videos and photos.

    Please visit our Technical Requirements webpage for additional information.

    Academic Misconduct Statement

    Florida International University is a community dedicated to generating and imparting knowledge through excellent teaching and research, the rigorous and respectful exchange of ideas and community service. All students should respect the right of others to have an equitable opportunity to learn and honestly to demonstrate the quality of their learning. Therefore, all students are expected to adhere to a standard of academic conduct, which demonstrates respect for themselves, their fellow students, and the educational mission of the University. All students are deemed by the University to understand that if they are found responsible for academic misconduct, they will be subject to the Academic Misconduct procedures and sanctions, as outlined in the Student Handbook.

    Academic Misconduct includes: Cheating – The unauthorized use of books, notes, aids, electronic sources; or assistance from another person with respect to examinations, course assignments, field service reports, class recitations; or the unauthorized possession of examination papers or course materials, whether originally authorized or not. Plagiarism – The use and appropriation of another’s work without any indication of the source and the representation of such work as the student’s own. Any student who fails to give credit for ideas, expressions or materials taken from another source, including internet sources, is responsible for plagiarism.

    Learn more about the academic integrity policies and procedures as well as student resources that can help you prepare for a successful semester.

    Panthers Care & Counseling and Psychological Services (CAPS)

    If you are looking for help for yourself or a fellow classmate, Panthers Care encourages you to express any concerns you may come across as it relates to any personal behavior concerns or worries you have, for the classmate’s well-being or yours; you are encouraged to share your concerns with FIU’s Panthers Care website.

    Counseling and Psychological Services (CAPS) offers free and confidential help for anxiety, depression, stress, and other concerns that life brings. Professional counselors are available for same-day appointments. Don’t wait to call 305-348-2277 to set up a time to talk or visit the online self-help portal.

    Accessibility And Accommodation

    The Disability Resource Center collaborates with students, faculty, staff, and community members to create diverse learning environments that are usable, equitable, inclusive and sustainable. The DRC provides FIU students with disabilities the necessary support to successfully complete their education and participate in activities available to all students. If you have a diagnosed disability and plan to utilize academic accommodations, please contact the Center at 305-348-3532 or visit them at the Graham Center GC 190.

    Please visit our ADA Compliance webpage for information about accessibility involving the tools used in this course.

    Please visit the Canvas accessibility webpage for more information.

    For additional assistance please contact FIU's Disability Resource Center.

    Expectations Of This Course

    This is an online course, which means most (if not all) of the course work will be conducted online. Expectations for performance in an online course are the same for a traditional course. In fact, online courses require a degree of self-motivation, self-discipline, and technology skills which can make these courses more demanding for some students.

    Students are expected to:

    • Review the how to get started information located in the course content
    • Introduce yourself to the class during the first week by posting a self introduction in the appropriate discussion forum
    • Take the practice quiz to ensure that your computer is compatible with Canvas
    • Interact online with instructor/s and peers
    • Review and follow the course calendar
    • Log in to the course 2-3 times per week
    • Respond to discussion boards, blogs and journal postings within 1 week
    • Respond to messages within 2 business days
    • Submit assignments by the corresponding deadline

    The instructor will:

    • Log in to the course 2-3 times per week
    • Respond to discussion boards, blogs and journal postings within 1 week
    • Respond to messages within 2 business days
    • Grade assignments generally within a few days but no longer than 2 weeks of the assignment deadline

    Course Detail

    Course Communication

    Please use the Canvas messaging system (Canvas Inbox) to contact the instructor with questions about the course. Any other questions, please use the following email:

    You can view the Canvas Conversations Tutorial to learn more about how to communicate with your instructor and peers using the Inbox, Announcements, and Discussions. See the Canvas Guide on communicating with course users for more information.

    Visit our Writing Resources webpage for more information on professional writing and technical communication skills.

    Discussion Forums

    As noted in your learning module for each week, your Discussion Forums will be turned in via your Canvas discussion forum.

    Discussion Forums Expectations:

    • There will be 8 Discussion Forums throughout this course.
    • Refer to individual Learning Modules for the details of each Discussion Assignment.
    • Learning module Discussion Assignment will be due on or before each Thursday (by midnight) of the Learning Module.
    • Please review learning module for specific instructions (to verify) how to turn in each Discussion Assignment.

    Please refer to the individual Learning Modules for Discussion Forum specifics.   When a discussion forum is assigned, the following guidelines should be used:

    1. The approximate length of a response should be one page, but even more importantly, thought through and thorough.
    2. Students are expected to answer the questions within each Discussion Assignment and then make at least one peer post to a classmates post, unless otherwise instructed within the learning module.  Please refer to the learning modules for specific details about these assignments.
    3. Since these assignments are designed to link the chapter readings to real-world situations, it is important that you make these connections.  When referring to information taken from your textbook, please note the page number where the information can be found in your text.  These page links should be made within each assignment.  
    4. Each assignment and Discussion Forum will be graded using the following Rubric:
    0 Points
    10 Points
    20 Points
    The quality of the information is of low quality, includes grammatical errors, off topic, or does not include relevant information. or Assignment has not been completed. The quality of the information is of acceptable quality; lacks full development of concept or thought; has not been completed as directed.

    The quality of the information is of high quality and reflective.
    The information is succinct and informative and completed in a thorough manner.

        5. Five (5) points will be deducted for late submissions.

        6. Five (5) points will be deducted if you do not make at least one peer post to a classmates post, when instructed to do so.

    If you would like to discuss a grade, you must email me your questions within 3 days once the grade appears on Canvas.  I will not revisit grades once they have been posted on Canvas for 3 days.

    Keep in mind that your discussion forum postings will likely be seen by other members of the course. Care should be taken when determining what to post.

    Delphi Certification

    The Delphi software training program (Accessible at: – that page shows several training programs. This will take approximately 8 hours and there is a $35 cost (app. $395 if you were not a student).  At the end is a test you must pass to be certified.  A copy of the certificate will demonstrate your successful completion. TIP: This certification will take a significant amount of your time to complete. (Previous students have reported spending 8 – 12 hours on the certification process.)  Please plan on participating in the training each week so you have it completed by the date it is due. You may take the certification assessment as many times as you would like, however, your final score will be the one that is reported.

    The score you receive on the Delphi will be the number of points you earn for this assignment (ie. Earning a 75% will equate to 75 points for this certification.)

    Purpose:  The industry standard in hotel software to manage room blocks and meeting facilities, to prepare resumes and banquet event orders is the Newmarket Delphi system.  Knowledge of its function is critical to hoteliers and extremely valuable to planners.

    Delphi.fdc: Sales and Catering Manager

    The Delphi certification must be completed by April 7.

    Quizzes and Exams

    Quiz Expectations:

    1. There will be a graded quiz at the end of each learning module for Chapters assigned, plus a practice quiz.
      (On designated weeks, you will be responsible for reading 2 chapters and taking 2 chapter quizzes.  See weekly schedule.)
    2. Learning Module/Chapter quizzes will be available each Wednesday from 10:00 am – Monday at 9:00 am) 
    3. You may use your book while taking the quiz, however, the quiz duration will be 30 minutes.
      • Students will be able to see the results of quiz immediately after submission.
      • Results will appear as total score only.

    Final Exam:

    There will be a final exam in this course. It will be 100 questions. Final exam will be available Monday, April 22 at 10am - Friday, April 27 at 7pm. More details will be given toward the end of the course.

    In order to mitigate any issues with your computer and online assessments, it is very important that you take the "Practice Quiz" from each computer you will be using to take your graded quizzes and exams. If you need further assistance please contact FIU Online Support Services.

    Module Activities

    Most modules include a list of activities for you to complete (found within the Modules).  These Activities are to be completed “on your own” and are designed to enhance your reading material to allow you to get the most out of this course.  These Activities are not graded, but will assist you best learn the material as a student in this course.

    For extra credit, see details in the Assignments area in Canvas.


    Course Requirements Number of Items Points for Each Total Points Available
    Discussion Assignment 8 20 160
    Delphi Certification 1 100 100
    Exam 1 100 100
    Quizzes 14 10 140
    Total 24 N/A 500
    Letter Range Letter Range Letter Range
    A 465 - 500 B 415 - 439 C 350 - 389
    A- 450 - 464 B- 400 - 414 D 349 - 300
    B+ 440 - 449 C+ 390 - 399 F Below 300

    Course Calendar

    Weekly Schedule

    Module/Date Tasks

    Module 1

    Jan. 7 - 13

    Topic: Introduction of classmates and introduction of the Convention, Meetings, and Trade Show Industry


    1. Read Chapter 1
    2. Complete Activities found on Learning Module
    3. Complete practice quiz and Quiz 1
    4. Discussion Assignment #1 due by end of day Thursday, midnight through discussion board.

    Module 2

    Jan. 14 - 20

    Topic: Developing your Marketing Plan 


    1. Read Chapter 2
    2. Complete Activities found on Learning Module
    3. Take Quiz 2
    4. Discussion Assignment #2 

    Module 3

    Jan. 21 - 27

    Topic: Organizing for Convention Sales


    1. Read Chapter 3
    2. Complete Activities found on Learning Module
    3. Take Quiz 3
    4. Complete Discussion Assignment #3

    Module 4

    Jan. 28 - Feb. 3

    Topic: Selling the Association Market and Selling the Corporate Meetings Market (Two Chapters)


    1. Read Chapter 4
    2. Complete Activities found on Learning Module
    3. Take Quiz 4
    4. Work on your Delphi Certification
    5. Read Chapter 5
    6. Complete Activities found on Learning Module
    7. Discussion Assignment #4
    8. Take Quiz 5

    Module 5

    Feb. 4 - 10

    Topic: Selling Other Markets and Selling to the Meetings Market (Two Chapters)


    1. Read Chapter 6
    2. Complete Activities found on Learning Module
    3. Take Quiz 6
    4. Complete Discussion Assignment #5
    5. Read Chapter 7
    6. Complete Activities found on Learning Module
    7. Take Quiz 7
    8. Work on your Delphi Certification due April 7

    Module 6

    Feb. 11 - 17

    Topic: Advertising to the Meeting Planner


    1. Read Chapter 8
    2. Complete Activities found on Learning Module
    3. Take Quiz 8
    4. Complete Discussion Assignment #6

    Module 7

    Feb. 18 - 24

    Topic: Negotiations and Contracts


    1. Read Chapter 9
    2. Complete Activities found on Learning Module
    3. Take Quiz 9
    4. No written assignment this week

    Module 8

    Feb. 25 - Mar. 3

    Topic: The Service Function


    1. Read Chapter 10
    2. Complete Activities found on Learning Module
    3. Take Quiz 10
    4. Complete Discussion Assignment #7

    Module 9

    Mar. 4 - 10

    Topic: Guestrooms


    1. Read Chapter 11
    2. Complete Activities found on Learning Module
    3. Take Quiz 11
    4. No written assignment this week

    Module 10

    Mar. 11 - 17

    SPRING BREAK. No Assignment. Enjoy!

    Module 11

    Mar. 18 - 24

    Topic: Food and Beverage Service


    1. Read Chapter 14
    2. Complete Activities found on Learning Module
    3. Take Quiz 12
    4. Complete Discussion Assignment 8

    Module 12

    Mar. 25 - 31

    Topic: Exhibits and Trade Shows


    1. Read Chapter 17 
    2. Complete Activities found on Learning Module
    3. Take Quiz 13
    4. No written assignment this week

    Module 13

    Apr. 1 - 7

    Topic: Delphi Certification Due


    1. Complete the Delphi Certification and upload certificate of completion - Due April 7

    Module 14

    Apr. 8 - 14

    Topic: Convention Billing and Post-Convention Review


    1. Read Chapter 18
    2. Complete Activities found on Learning Module
    3. Take Quiz 14
    4. No written assignment this week
    5. Submit Extra Credit due April 21

    Module 15

    Apr. 15 - 21

    Topics: Extra Credit and Final Exam Review


    1. Extra Credit due by April 21.
    2. Review for Final Exam

    Module 16

    Apr. 22- 27

    Topic: Final Exam


    1. Take Final Exam