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Developing Hospitality Processes

Developing Hospitality Processes

Code: HOT2RZ001
Extent: 9 cr
Timing: 2nd academic year
Language: English
Level:
Type: Obligatory

Starting level and linkage with other courses
Accommodation Business Environment and Operational Budgeting and Revenue Forecasting.

Learning outcomes
Provides the students with a supervisory skillset and develops the proactivity in a customer-driven sales – and service environment. Can tailor accommodation services in a profitable manner.
The module develops the students’ skills in team-leading of the accommodation department. Can analyze the business environment, set goals and run an efficient department.

Upon completion of the course, the student is able to:

Supervisory skillset in accommodation business
- ability to analyze the business environment, set goals, and run an efficient department
- can plan and implement daily supervisory management activities
- ability to plan and implement and efficient and flexible work schedule according to current legislation and collective labor agreements, ensuring the profitability of the company

Ability to proactively anticipate and develop customer-driven accommodation operations
- student has an insight to the role and challenges of supervising, analyzing and developing  accommodation sales and customer service processes
- student has a understanding of marketing and sales in the hotel industry and is able to put these skills to practical use
- can analyze customer relationships from the point of service development with tools like Blueprint and Customer Journey Canvas

Course contents
• analyzing the accommodation business environment and the skillset required on a supervisory level
• accommodation legislation, collective agreements and work-schedules
• customer- and sales oriented service processes and their development and design in the accommodation operations
• service development tools like Blueprint and Customer Journey Canvas
• marketing and sales in the accommodation industry

Cooperation with the business community
Guest lecture and/or industry visit.

International dimension
The course content is analyzed and discussed from the international and global perspective of the accommodation business.

Teaching and learning methods
Contact-hours and in-class exercises
Course assignment in connection with industry
Analyzing of industry reports and internal measurements
Self-directed learning

Recognition of prior learning (RPL)
Recognition of prior learning (RPL) is observed on the course according to separate instructions.

Teacher(s) responsible
Anna-Liisa Aarti, Haaga
Terhi Oksanen-Alén, Haaga

Course materials
To be announced at first contact hour

Assessment criteria
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 knows the role and skillset of the supervisor in the accommodation environment.
The student can produce a roster and simply give reasons to his decisions referring to the collective agreement.
The student has an understanding of customer- and sales oriented service processes and service development tools.
The student can illustrate means of marketing and sales in the accommodation industry.

Grade 3
The student can analyze and discuss the role and skillset of the supervisor in the accommodation environment.
The student can produce a roster and justify reasons to his decisions based on the collective agreement.
The student can examine customer- and sales oriented service processes and apply some service development tools.
The student can identify and discuss means of marketing and sales in the accommodation industry.

Grade 5
The student can analyze the role and develop the skillset of the supervisor in the accommodation environment.
The student can produce a roster in an efficient and profitable manner based on the collective agreement.
The student can analyze, develop and pro-actively design customer- and sales oriented service processes using various service development tools.
The student can critically select and develop means of marketing and sales in the accommodation industry.