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Accommodation Sales and Customer Services

Accommodation Sales and Customer Services

Code: FES2RB010E
Extent: 3 ECTS (81 h)
Timing: Semester 3-4
Language: English
Level: Professional studies
Type:  Professional Specialisation Studies

Prerequisites
Principles of Marketing and Sales and International Marketing Communications courses must be completed. This course is part of the concentration study: Accommodation Processes.

Learning outcomes
The aim of the course is to provide the student with concrete capabilities for developing service processes in the accommodation department as well as in the sales office. The course perspective is that of a single hotel and the supervisor’s role.

Upon successful completion the student will

 • have insight into the supervisor´s expertise, role and challenges in sales and customer service

 • understands the customer oriented service- and sales processes and is able to analyse and develop them

 • can plan, manage and measure the service experience and the service culture

 • know how to develop customer relations, acquire new customers and understand the importance of customer relations

 • have a solid understanding of marketing and sales in the hotel industry and can put these skills to practical use

 • have good selling, argumentation and negotiation skills and is capable of closing a deal

Course contents

 • Customer oriented service- and sales processes and their development

 • The components of a comprehensive service experience and good service culture

 • Challenging customer situations

 • Roles of reception and sales office, different job descriptions and the need for co-operation

 • Sales work and its development in an accommodation business

 • Accomodation sales to consumers and corporate sales

 • Different sales occasions and events

 • Hotel presentation

Cooperation with the business community and other organisations
The student co-operates with an actual hotel in the different assignments.

Internationa
The course is conducted in HOSBA-programs with a mix of international students and exchange students.

Teaching and learning methods
It is possible to complete the course based on classroom learning or part time learning:

a) Classroom learning:
Lectures and examinations 36 h
Self-studies 44 h
The assessment of one’s own learning 1 h

b) Part time learning:
Lectures and examinations 18 h
Self-studies 62 h
The assessment of one’s own learning 1 h

Recognition of Prior Learning, RPL  (in Finnish AHOT)
The required skills and competences can be demonstrated by a skills examination.

Teacher with the main responsibility for the course 
Nina Niemi

Course materials
The study material will be announced by the teacher.

Assessment
Learning assignments
Active participation

The assessment of one’s own learning does not influence the grade. The assignment is the same for all courses/modules and the answers will also be used for course/module development. The assignment is completed online in WinhaOpaali.

Assessment criteria

 Upon successful completion the student can:

Grade 1

 • describe the areas of accommodation sales and customer service

 • explain the customer oriented service- and sales process in the hotel business

 • interpret the service experience and the service culture

 • illustrate means of marketing and sales in the hotel industry

 

Grade 3

 • explain and analyze the areas of accommodation sales and customer service

 • examine and apply the customer oriented service- and sales process in the hotel business

 • analyze the components of a comprehensive service experience and a good service culture

 • identify means of marketing and sales in the hotel industry and can put these skills into to practical use

 

Grade 5

 • determine and discuss the areas of accommodation sales and customer service

 • design and develop customer oriented service- and sales processes in the hotel business

 • plan, manage and measure the comprehensive service experience and the service culture

 • select  and develop means of marketing and sales in the hotel industry and can put these skills into to practical use