Service knowhow in hospitality businessLaajuus (5 cr)

Objective

You learn to understand what hospitality consists of and become familiar with the customer journey.
You can identify the factors of service quality and the impact of quality on customers and on the business success.
You know how to behave in different customer service situations and take into account customers from different cultures, for example, Russian customers.

Content

What does hospitality consist of?
What are the factors of service quality and what does high-quality service consist of?
What does the quality of service mean to customers and companies?
How to behave in different service situations and with customers from different cultures?

Accomplishment methods

Students can
use professional vocabulary systematically.
look for information in the key information sources of the field.
work together with customers, users and target groups.
justify their actions according to the ethical principles of the professional field.