HFT3540_0M01 – Guest Services Management

      Fall 2021

3 Credits

Rosen College of Hospitality Management, University of Central Florida

 

Instructor Information  Instructor: Rick Florsheim            Office Location: Classroom Building 1 / Room 302G Please email me to request an office hours, or other appointment Tuesday 11:00 am to 12:00 pm Wednesday 12:00 pm to 2:00 pm Thursday 12:00 pm to 2:00 pm Appointments at other times may be able to be accommodated, please contact me as necessary. Phone: Office - 407.823.4447 Digital Contact:  UCF email - rick.florsheim@ucf.edu or Webcourses@UCF messaging              Teaching Assistant TA:  Madison (Maddie) O'Brien Email:  maddieobrien@knights.ucf.edu Course Information Term: Fall 2021 Course Number & Section HFT3540_0M01 Credit Hours: 3 Credit Hours Class Meeting Day: Thursday Class Meeting Time: 4:30 PM - 5:45 PM Class Location: Classroom Building 2, Room 105 Course Modality: M

 

Enrollment Requirements

Prerequisite(s): ECO 2013 or ECO 2023, and MAC 1105C. Corequisite(s): None. 

Course Description

The study of making decisions from the guests’ point of view in the hospitality industry.

Course Overview

This course explores the dimensions of successful service management of hospitality organizations. It prepares students for enlightened service management and suggests creative approaches.  This course will study service management from an integrated view point with a focus on customer satisfaction. The materials will integrate operations, marketing, strategy, information technology and organizational issues.

Course Goals

The goal of this course is to prepare students for enlightened service management     from the guest’s point of view. 

1. This course provides students with the service management principles of successful hospitality organizations.
2. This course examines service management practices from an integrated view point with operations, marketing, strategy, technology, and organizational issues.

Learning Outcomes

On completion of this course, students should be able to:

1. Develop expertise in analyzing guest expectations to improve service quality.
2. Demonstrate the ability to analyze strengths and weaknesses of guest service management practices and related issues.
3. Identify challenges related to service delivery in the hospitality industry and create solutions for overcoming them.
4. Build expertise to lead and deliver guest service as a competitive advantage for service organizations.

Course Materials and Resources

Required Materials/Resources

Managing Hospitality Organizations 2E; Ford, Robert C. and Sturman, Michael C.; Yuzu

Buying Your YUZU/SAGE Managing Hospitality Organizations text at a Discounted Price:

******The following program is highly recommended. The material for this class is in digital mode and accessed through Webcourses.******

Required Materials/Resources

Managing Hospitality Organizations 2E; Ford, Robert C. and Sturman, Michael C.; Yuzu

Buying Your YUZU/SAGE Managing Hospitality Organizations text at a Discounted Price:

******The following program is highly recommended. The material for this class is in digital mode and accessed through Webcourses.******

To enhance your learning experience and provide affordable access to the right course material, this course is part of an inclusive access model called First Day™. You can easily access the required materials for this course at a discounted price, and benefit from single sign-on access with no codes required in UCF Webcourses. UCF Student Accounts will bill you at the discounted price as a course charge for this course. It is recommended that you Opt-In as these materials are required to complete the course. You can choose to Opt-In on the first day of class, right within Canvas. Be sure to Opt-In before the Add/Drop deadline to have access to your course materials at the discounted price.

Additional Messaging for Fall 2021:

By placing your digital course materials on Webcourses@UCF, the UCF Campus Store and the publisher of your textbooks have discounted your course materials to bring you the lowest price available. To take advantage of this discounted rate, you will need to Opt-In to have the cost of these materials billed to your UCF Student Account under a fee called “Digital Course Materials”. This means you can access the course materials today, and will not have to pay for them until the UCF fee payment deadline on your UCF Student Account. The Opt-In deadline is this Friday of the first week of class at 11:59pm. It is recommended that you Opt-In as these materials are required to complete the course. You can choose to Opt-In on the first day of class, right within UCF Webcourses. Be sure to Opt-In before the deadline term deadline to have access to your course materials at the discounted price. If you do not Opt-In or miss the deadline, you will have to purchase your materials at the UCF Campus Store or other vendor at a significantly higher rate.

Opt-In Deadline: August 28

First Day charges will post to UCF Student Account as “Digital Course Material” fee: August 30

If you are still deciding, you can Opt-In or Opt-out as many times as you like during the Add/Drop period, but once the deadline passes, the Opt-In option is removed and students are directed to purchase in-store or at ucf.bncollege.com and the retail price. We cannot add you back into the program once the deadline closes. After the Opt-In deadline passes, all sales are final. Refunds are not available on First Day course materials. Most financial aid sources will cover First Day Digital Course Materials, but please check with your provider to ensure these fees will be covered by your financial aid before Opt-ing In. If you are unsure, please Opt-Out and obtain your course materials from the UCF Campus Store. If you Opt-In and your financial aid does not cover Digital Course Materials, you will be responsible for paying your UCF Student Account. If you are paying for tuition/books with a Veteran Affairs, Vocational Rehabilitation, Dual Enrollment, Division of Blind Services or other third-party voucher, you will need to obtain your course materials from the UCF Campus Store. Do not Opt-In for the First Day program.

Please keep in mind, that while the two programs sound similar, the First Day program is separate from the Textbook Purchase Program. Textbook Purchase Program funds do not cover the First Day Inclusive Access program and will be a separate fee.

If you are a self-pay student, you will pay for this fee on your UCF Student Account how you would normally pay for tuition and fees.

The First Day Digital Course Materials charge will be placed on your account during the second week of class, so even if you Opt-In today, you will not see the charge until after the Add/Drop period.

As part of the First Day program, the publisher content will be available for everyone during the first week of class. If you do not take any action to Opt-In or you choose to Opt-Out, your access will be cut off by the second week of class. Please do not think you have Opt-In if you access the publisher content first during this period without clicking on “Course Materials” and selecting to Opt-In. Please make sure you Opt-In by this Friday at 11:59pm.   

If you are using Pearson courseware, your course materials will be loaded into the Modules. Safari is not compatible.

Compatible web browsers: Google Chrome, Firefox, Internet Explorer. Safari is NOT compatible.

For more information and FAQs go to customercare.bncollege.com.

Student Tutorial Video

• Student Experience Video: https://youtu.be/bNhSdKueifU

 

Sample of Course Materials screen after a student has selected to Opt-In.

 

Customer Care Contact Information

Customer Care is available to help students with questions about accessing their course material, using their eTextbook, or opting-out or in to the First Day program. Be sure to share the below information with your students.

Customer Care hours of operation are 11pm Sunday – 12am Saturday (Central Time).

Phone assistance is available Monday – Friday, 8am to 8pm (Central Time)
Link to Customer Care website and FAQs: https://tinyurl.com/firstdayfaq

• Open a ticket Online for the Customer Care team: https://tinyurl.com/customercarerequest
• Email the Customer Care team: bookstorecustomercare@bncollege.com
• Call the Customer Care team: 1-844-9-EBOOKS (1-844-932-6657)

Zoom Sessions

Please take the time to familiarize yourself with Zoom by visiting the UCF Zoom GuidesLinks to an external site. [https://cdl.ucf.edu/support/webcourses/zoom/]. You may choose to use Zoom on your mobile device (phone or tablet).

Things to Know About Zoom:

• You must sign in to my Zoom session using your UCF NID and password.
• You must have your camera on and be visible for the entire class period or face the possibility of being considered absent for that class.
• The Zoom sessions are recorded.
• Improper classroom behavior is not tolerated within Zoom sessions and may result in a referral to the Office of Student Conduct.
• You can contact Webcourses@UCF SupportLinks to an external site. [https://cdl.ucf.edu/support/webcourses/] if you have any technical issues accessing Zoom.

Attendance and Participation:

The UCF Here mobile app will be used to check-in for attendance using your smartphone. The app is available for iOS and Android smartphones. 

iPhone:  https://itunes.apple.com/us/app/ucf-here/id1450015124

Android Smartphone:  https://play.google.com/store/apps/details?id=edu.ucf.ucfhere&hl=en_US

Please go to the following link to learn how to set up UCF Here on your device:

Student:  https://cdl.ucf.edu/support/webcourses/guides/ucf-here-student-guide/

Participation and regular attendance will enhance your learning experience and is critical for your skill and ethical development. Attendance is, therefore, required. Attendance will begin on the first day of class.  You can miss up to three class meetings without penalty and for any reason you choose. After those three absences, each subsequent absence will result in a loss of 20 points, per absence, from your semesters’ total points. If you miss a cumulative total of 8 (eight) classes, you will be given an automatic "F" (fail) for this class. You cannot participate if you do not attend. Arriving late to class or departing early may have a negative effect on a student’s attendance and participation grade. There are no excused absences, e.g. medical, personal, outside activities, work, etc.  unless involved in sanctioned University activities; you are allowed three absences to use as you see fit. In other words, if you are not in class, an absence is counted against you. Signing in for another student, either on a paper attendance sheet or through UCF Here constitutes an Academic Conduct infraction and may lead to further penalties up to and including receiving an “F” for this class.

Methodology

This is a Mixed Mode class which brings with it different student responsibilities. Completion of the online portion and activities/content is mandatory and will aid in your preparation for the Face-to-Face class meetings. All assignments must be submitted by the due date specified in the syllabus or on Webcourses and downloaded to Webcourses. In support of the development of classroom activities and discussions, students are expected to read the assigned chapters, view the associated Power Point slides prior to class and be prepared to engage in discussion. Classroom time will be spent on clarification of chapter material and the introduction of content that will support your online learning experience. Guest speakers may be invited to give additional industry perspectives and insights.

Professional Courtesy:

It is the expectation that all individuals will treat every other individual with respect and dignity, which includes but is not limited to:

• Timely attendance, unobtrusive entry or exit from a class that is in session
• No open computers, tablets, iPads, phones, etc.
• Cell phone ringers off and cell phones put away
• Earbuds/headphones removed
• Any extraneous reading material, other than the textbook or assigned readings closed and stowed
• Body language that demonstrates a state of conscious awareness, no sleeping
• Attention directed at the designated speaker, eyes open and standard hygienic practices required for acceptable assimilation into a crowded room

Academic Activity

As of Fall 2014, all faculty members are required to document students' academic activity at the beginning of each course. In order to document that you began this course, please complete the following academic activity by the end of the first week of classes, or as soon as possible after adding the course. Failure to do so will result in a delay in the disbursement of your financial aid.

“What do you know about Guest Service Management?”- Quiz on Webcourses should be completed by Saturday, August 28, 2021

Expected Workload

• PhotoVoice Individual Written/Discussion Assignment
  • For this discussion, I want you to think outside the box. Using your cell phone or camera, take a picture  that you think represents guest service/hospitality --remember, the definition of "guest service/hospitality" is very broad, so this can be a display of an action, a particular event or a guest service concept. 
• Service Issue Project – Individual or Group
  • The objective of this project is for you to understand current service management issues and use analytical approaches to discuss these issues. Through this project, you will gain a comprehensive understanding of service management concepts and apply your knowledge to a real world guest services management. 
  • You will find further details of this assignment in Webcourses under the “Assignments” tab
• Quizzes:
  • You are responsible for taking an online quiz, available in Webcourses, on a weekly basis. The quizzes will be available at midnight on the day of class and will close after 48 hours, so you will have 2 days to complete each one. They will not be reopened if you miss the timeframe of availability. 
• Exams:
  • The mid-term and final exams will be comprised of multiple choice and true/false questions taken from assigned readings, lectures and PowerPoints. The final exam will be a cumulative exam.

All assignments must be typed, double spaced, APA format and 12 point, Times New Roman, or similar font. Papers must include a cover page and a reference page with the number of citations stated in the individual assignments, one of which must come from the class textbook. It is not necessary to include an Abstract with your written assignments. The length of the papers, which never includes the cover or reference pages, is noted in the individual assignments.  Spelling, grammar, correct in-text citations and properly formatted reference page are to be presented at an undergraduate college level and will be graded accordingly. All assignments are to be uploaded into the correct Webcourses assignment drop box and only in one of the following file extensions: .doc, .docx, or .pdf

All assignments are subject to submission to Turnitin.com

Technology issues/problems are not an excuse for any late or missed assignments

Late Work

There are no make-ups for any assignments on Webcourses including, but not necessarily limited to written, quizzes, and all exams. Written assignments turned in late will be assessed a penalty: a half-letter grade if it is one day (24 hours or less) late, or a full-letter grade for anything after 24 hours late, but submitted prior to two days late (submitted between 25 and 48 hours late). Written assignments are not accepted if overdue by more than two days.

 

Basis for Final Grade

Guest Service Issue Project	200 points
PhotoVoice Activity	140 points
Quizzes (13 @ 20 points each)	260 points
Mid-term Exam	200 points
Final Exam	200 points
TOTAL AVAILABLE POINTS	1000 points
Extra Credit TBD

GRADE DISTRIBUTION (by percentage of total points)

Grading Scale (%)
94-100		A
90-93		A-
87-89		B+
84-86		B
80-83		B-
77-79		C+
74-76		C
70-73		C-
67-69		D+
64-66		D
60-63		D-
0 - 59		F

Grades are not “rounded” for this class. For example, at the end of the semester if you have accumulated 899.5 points, you will receive a B+, 939.5 points an A-,                                    but 940 points, an A.

I will adhere to the highest standard of academic integrity, so please do not ask me to change or expect me to change your grade illegitimately or to bend or break rules for one person that will not apply to everyone.

HFT3540     Spring 2021

Course Calendar and Topics

Please review your e-mail for any revisions as this schedule is subject to change

Please complete "What do you know about Guest Service Management?" Quiz on Webcourses before August 28, 2021
DAY	TOPIC	CHAPTER QUIZZES Open Sunday -> Monday @ 12:00 am Close Tuesday @ 11:59 pm	ASSIGNMENT DUE DATES
8/26/21	Course Introduction Assignments, Attendance, First Day Options
MODULE 1
9/2/21	NO CLASS	FOOTBALL GAME
9/9/21	Chapter 1 - "The Basics of Wow! The Guest Knows Best" Chapter 2 - "Meeting Guest Expectations through Planning"	Chapter 1 Quiz due  Chapter 2 Quiz due
9/16/21	Chapter 3 - "Setting the Scene for the Guest Experience"	Chapter 3 Quiz due
MODULE 2
9/23/21	Chapter 4 - "Developing the Hospitality Culture: Everyone Serves"	Chapter 4 Quiz due
9/30/21	Chapter 10 - "Planning the Service Delivery System"	Chapter 10 Quiz due	PhotoVoice Photo Due - Post
10/7/21	Chapter 8 - "Involving the Guest: The Co-Creation of Value"	Chapter 8 Quiz due
10/14/21	Chapter 11 - "Waiting for Service"	Chapter 11 Quiz due	PhotoVoice Interpretation Due October 14 - Contribute
Mid-Term Exam Available on Webcourses beginning at 12:00 am, Wednesday, October 20 and closing at 11:59 pm, Friday, October 22
MODULE 3
10/21/21	Chapter 5 - "Staffing for Service"	Chapter 5 Quiz due	PhotoVoice Photographer Interpretation Due October 21  - Clarify
10/28/21	Chapter 6 - "Training and Developing Employees to Serve"	Chapter 6 Quiz due	PhotoVoice Assignment Due October 28 - Conclude
Withdrawal Deadline - October 29
11/4/21	Chapter 7 - "Serving with a Smile: Motivating Exceptional Service"	Chapter 7 Quiz due
MODULE 4
11/11/21	NO CLASSES	VETERAN'S DAY	Guest Service Issue Project due Sunday, November 14
11/18/21	Chapter 12 - "Measuring and Managing Service Delivery" Chapter 13 - "Fixing Service Failures"	Chapter 12 Quiz due Chapter 13 Quiz due
11/25/21	THANKSGIVING DAY	NO CLASSES	EAT AND BE HAPPY!
12/2/21	Chapter 14 - "Service Excellence: Leading the Way to WOW!"	Chapter 14 Quiz due
Final Exam will be available on Webcourses beginning at 12:00 am on Wednesday, December 8 and closing at 11:59 pm on Friday, December 10 Please make sure to access and take the Final Exam during these 3 days. Failure to take the Final Exam will result in a "0" (zero). Please note that I will not accept any technology issues/failures as an excuse for missing the final exam. Make sure you have a good, consistent WiFi connection to the Internet prior to beginning the exam.

The flow of certain class discussions and addition of guest speakers may require a revision to the course outline as we proceed through the semester. As this is a mixed mode class, you are still responsible for knowing all of the material even if no lecture on a certain topic is given.

NOTICE:

All assignments must be submitted by the due date specified in the syllabus and downloaded to Webcourses or completed on MyHospitalityLab.com.  Late assignments may be accepted for a grade and will incur the penalties described in this Syllabus above.  Make-up tests will be granted only at the discretion of the instructor.  There will be no exceptions for the participation grade, which is based on random attendance audits. If you are not in class, you cannot receive attendance points. It is the responsibility for each student to be self-directed in the pursuit of course activities. There are no exceptions for any missed assignment for any reason to include, but not limited to perceptions of benefits afforded to other students.  The instructor reserves the right to refuse a student admission to any exam, if the student is more than ten minutes late from the scheduled starting time. You are responsible for yourself and your only comparison is to yourself.  You are responsible for determining any content that was presented during a missed class session. It is not the responsibility of any faculty representative to repeat or remediate information due to student absences.  Feedback for assignments is usually available soon after the assignment due date.  Students are responsible for knowing the point values for every assignment and to record and keep track of their progress through Webcourses.

Grade Dissemination

FERPA and Privacy: As a student, your educational records are considered confidential. Under FERPA (Family Educational Rights and Privacy Act), your records are confidential and protected. Under most circumstances your records will not be released without your written and signed consent. However, some directory information may be released to third parties without your prior consent unless a written request to restrict this is on file. You can learn more about student rights to privacy at http://www.registrar.ucf.edu/ferpa/welcome.

Technology and Media Email:

Knights E-Mail Address:  In 2008, UCF implemented a student e-mail system called Knights E-Mail to be used for official university business. Effective with the 2009-2010 catalog, UCF requires students to create and use a Knights E-Mail account for all university business.  Effective September 28, 2009, only a Knights E-Mail address will be used for all university business, including class rosters, financial aid, advising, etc. There will be no other e-mail address available for university personnel to access. Thus, when your e-mail address is requested, please provide only your KM address: _____________ @ knights.ucf.edu.  

Policy Statements

Academic Integrity

The Center for Academic Integrity (CAI) defines academic integrity as a commitment, even in the face of adversity, to five fundamental values: honesty, trust, fairness, respect, and responsibility. From these values flow principles of behavior that enable academic communities to translate ideals into action.

http://academicintegrity.org/ (Links to an external site.)Links to an external site.

UCF Creed: Integrity, scholarship, community, creativity, and excellence are the core values that guide our conduct, performance, and decisions.

1. Integrity: I will practice and defend academic and personal honesty.
2. Scholarship: I will cherish and honor learning as a fundamental purpose of my membership in the UCF community.
3. Community: I will promote an open and supportive campus environment by respecting the rights and contributions of every individual.
4. Creativity: I will use my talents to enrich the human experience.
5. Excellence: I will strive toward the highest standards of performance in any endeavor I undertake.

The following definitions of plagiarism and misuse of sources come from the Council of Writing Program Administrators <http://wpacouncil.org/node/9 (Links to an external site.)Links to an external site.> and have been adopted by UCF’s Department of Writing & Rhetoric.

Plagiarism

In an instructional setting, plagiarism occurs when a writer deliberately uses someone else’s language, ideas, or other original (not common-knowledge) material without acknowledging its source. This definition applies to texts published in print or on-line, to manuscripts, and to the work of other student writers.

 Misuse of Sources

A student who attempts (even if clumsily) to identify and credit his or her source, but who misuses a specific citation format or incorrectly uses quotation marks or other forms of identifying material taken from other sources, has not plagiarized. Instead, such a student should be considered to have failed to cite and document sources appropri­ately.

Responses to Academic Dishonesty, Plagiarism, or Cheating

UCF faculty members have a responsibility for your education and the value of a UCF degree, and so seek to prevent unethical behavior and when necessary respond to infringements of academic integrity. Penalties can include a failing grade in an assignment or in the course, suspension or expulsion from the university, and/or a "Z Designation" on a student's official transcript indicating academic dishonesty, where the final grade for this course will be preceded by the letter Z. For more information about the Z Designation, see http://goldenrule.sdes.ucf.edu/zgradeLinks to an external site..

For more information about UCF's Rules of Conduct, see http://www.osc.sdes.ucf.edu/Links to an external site..

Golden Rule

Students are encouraged to obtain and read the University’s publication, The Golden Rule. It is assumed by the instructor that the student is familiar with this document. This booklet will serve as the guide to the administrative aspects of the course.

Unauthorized Use of Class Materials

There are many fraudulent websites claiming to offer study aids to students but are actually cheat sites. They encourage students to upload course materials, such as test questions, individual assignments, and examples of graded material. Such materials are the intellectual property of instructors, the university, or publishers and may not be distributed without prior authorization. Students who engage in such activity are in violation of academic conduct standards and may face penalties.

Unauthorized Use of Class Notes

Third parties may be selling class notes from this class without my authorization. Please be aware that such class materials may contain errors, which could affect your performance or grade. Use these materials at your own risk.

In-Class Recording Policy

Outside of the notetaking and recording services offered by Student Accessibility Services, the creation of an audio or video recording of all or part of a class for personal use is allowed only with the advance and explicit written consent of the instructor. Such recordings are only acceptable in the context of personal, private studying and notetaking and are not authorized to be shared with anyone without the separate written approval of the instructor.

Course Accessibility Statement

The University of Central Florida is committed to providing access and inclusion for all persons with disabilities. This syllabus is available in alternate formats upon request. Students with disabilities who need specific access in this course, such as accommodations, should contact the professor as soon as possible to discuss various access options. Students should also connect with Student Accessibility ServicesLinks to an external site. (Ferrell Commons, 7F, Room 185, sas@ucf.edu, phone (407) 823-2371). Through Student Accessibility Services, a Course Accessibility Letter may be created and sent to professors, which informs faculty of potential access and accommodations that might be reasonable.

Campus Safety Statement

Emergencies on campus are rare, but if one should arise in our class, we will all need to work together. Everyone should be aware of the surroundings and familiar with some basic safety and security concepts.

• In case of an emergency, dial 911 for assistance.
• Every UCF classroom contains an emergency procedure guide posted on a wall near the door. Please make a note of the guide’s physical location and consider reviewing the online version at http://emergency.ucf.edu/emergency_guide.htmlLinks to an external site.. 
• Familiarize yourself with evacuation routes from each of your classrooms and have a plan for finding safety in case of an emergency. (Insert class-specific details if appropriate)
• If there is a medical emergency during class, we may need to access a first aid kit or AED (Automated External Defibrillator). To learn where those items are located in this building, see http://www.ehs.ucf.edu/AEDlocations-UCFLinks to an external site. (click on link from menu on left).  (insert class specific information if appropriate)
• To stay informed about emergency situations, sign up to receive UCF text alerts by going to my.ucf.eduLinks to an external site. and logging in.  Click on “Student Self Service” located on the left side of the screen in the tool bar, scroll down to the blue “Personal Information” heading on your Student Center screen, click on “UCF Alert”, fill out the information, including your e-mail address, cell phone number, and cell phone provider, click “Apply” to save the changes, and then click “OK.”
• If you have a special need related to emergency situations, please speak with me during office hours.
• Consider viewing this video (You CAN Survive an Active Shooter (Links to an external site.)Links to an external site.) about how to manage an active shooter situation on campus or elsewhere. 

Deployed Active Duty Military Students

If you are a deployed active duty military student and feel that you may need a special accommodation due to that unique status, please contact your instructor to discuss your circumstances.

FERPA and Privacy

As a student, your educational records are considered confidential. Under FERPA (Family Educational Rights and Privacy Act), your records are confidential and protected. Under most circumstances your records will not be released without your written and signed consent. However, some directory information may be released to third parties without the your prior consent unless a written request to restrict this is on file. You can learn more about student rights to privacy at http://www.registrar.ucf.edu/ferpa/welcomeLinks to an external site..

Turinitin.com:

In this course we will utilize turnitin.com, an automated system which instructors can use to quickly and easily compare each student's assignment with billions of web sites, as well as an enormous database of student papers that grows with each submission. After the assignment is processed, as instructor I receive a report from turnitin.com that states if and how another author’s work was used in the assignment. For a more detailed look at this process visit http://www.turnitin.com (Links to an external site.)Links to an external site.. This is an automatic process which will occur when you submit your assignment via Webcourses as directed.

University Writing Center:

The University Writing Center (UWC) is a free resource for UCF undergraduates and graduates. At the UWC, a trained writing consultant will work individually with you on anything you're writing (in or out of class), at any point in the writing process from brainstorming to editing. Appointments are recommended, but not required. For more information or to make an appointment, visit the UWC website at http://www.uwc.ucf.edu, stop by MOD 608, or call 407.823.2197.