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Guest Experience Management

Guest Experience Management
Code: EXP1RZ004
Scope: 9 ECTS (135 hours)
Timing: only for second year students
Language: English
Level: Professional studies
Type: Optional
 

Learning objectives
Upon completion of the module, the student is able to
• Understand the guest experience process/journey
• Understand various dimensions of the guest experience
• understand methods to research the various dimensions of the guest experience
• Develop and execute guest experience research
• Apply and analyze guest experience research results to operational management

Contents
• Conceptualizing guest experiences
• Consuming or Experiencing tourisms; process
• The guest in the experience economy in HOTEM
• Guest experience expectations
• Guest motivations
• Sensory guest experiences
• Emotions and guest experience
• Guest experiences and satisfaction
• Memorable guest experience
• Creation of customer journey map
• Customer centricity management
• Guest experiences and authenticity
• The guest experience of tomorrow

Starting level and linkage with other modules
Recommended to be studied after the module Experience economy in Hospitality and Tourism.
 
Assessment
The module is evaluated on a scale excellent (5), very good (4), good (3), satisfactory (2), fair (1), fail (0). The assessment criteria is presented on a scale 1 - 3 - 5.

Grade 1
The student sufficiently understands guest experience conceptualization. S/he sufficiently understands the role of guests in the experience economy. The student sufficiently understands the various dimensions of guest experience – e.g. expectations, delight, memorable, self-digital representation, authentic, etc. S/he is sufficiently capable of writing and presenting a guest experience management research. The student is sufficiently capable of taking responsibility for development of other individuals as well as for assessment and development of his/her own competences.

Grade 3
The student can interpret and understand guest experience conceptualization. S/he can identify the role of the guests in the experience economy. S/he can interpret various dimensions of guest experience and is capable of writing and presenting guest experience management research. S/he is capable of taking responsibility for development of other individuals as well as for assessment and development of his/her own competences.

Grade 5
The student can draw conclusions on guest experience conceptualization. S/he can justify the role of the guests in the experience economy. S/he can analyze various dimensions of guest experience management and is outstandingly capable of writing and presenting guest experience management research. S/he is taking the lead for development of other individuals as well as for critical assessment and development of his/her own competences.

Working life connections
Industry visits, industry guest lectures and industry project.
 
Internationality
In this module, it is ensured that the learning activities include a global/international perspective. The Facilitator(s) infuses international elements into the learning content and international resources are used in the module readings.
 
Learning methods
The learning goals of this module can be reached in the following ways:

a. Lectures and related assignments as part-time studies, full-time studies or intensive studies
b. Participation in a working life project or another project  
c. Learning assignment(s)

Assessing one’s own learning is a compulsory part of the module.

Teachers responsible
Terhi Oksanen-Alen, Haaga
Violeta Salonen, Haaga
Kristian Sievers, Haaga