Study Guide

Objective

You can:
- find out the needs of different customer groups in hospitality business.
- identify different steps of productization in hospitality management and pay attention to the requirements of legislation.
- produce services according to the concepts of productization in a sustainable way.
- use the methods of service design as part of productization.
- network with professionals and companies of different fields.

Content

Which are the key concepts of productization?
What kind of process is productization?
What kind of requirements of legislation does productization include?
How to collect customer information and involve customers in development?
How to use the key concepts and methods when producing customer-oriented services?
How to work together with customers, users and target groups in the service design process?
How to plan, produce and evaluate productization?

Evaluation scale

1-5

Objective

You can:
- find out the needs of different customer groups in hospitality business.
- identify different steps of productization in hospitality management and pay attention to the requirements of legislation.
- produce services according to the concepts of productization in a sustainable way.
- use the methods of service design as part of productization.
- network with professionals and companies of different fields.

Content

Which are the key concepts of productization?
What kind of process is productization?
What kind of requirements of legislation does productization include?
How to collect customer information and involve customers in development?
How to use the key concepts and methods when producing customer-oriented services?
How to work together with customers, users and target groups in the service design process?
How to plan, produce and evaluate productization?

Evaluation scale

1-5

Objective

You can identify the basics and changes in customer behavior.
You can also identify the impact of trends in the field and recognise the meaning of customer understanding in hospitality business.

Content

What factors influence customer behavior and changes in it?
What is the impact of trends in hospitality business?
What are customer processes and customer experiences and their meaning in customership?
How can knowledge of customership be made use of in business and in adding value?

Evaluation scale

1-5

Objective

You can identify the basics and changes in customer behavior.
You can also identify the impact of trends in the field and recognise the meaning of customer understanding in hospitality business.

Content

What factors influence customer behavior and changes in it?
What is the impact of trends in hospitality business?
What are customer processes and customer experiences and their meaning in customership?
How can knowledge of customership be made use of in business and in adding value?

Evaluation scale

1-5

Objective

You can identify the basics and changes in customer behavior.
You can also identify the impact of trends in the field and recognise the meaning of customer understanding in hospitality business.

Content

What factors influence customer behavior and changes in it?
What is the impact of trends in hospitality business?
What are customer processes and customer experiences and their meaning in customership?
How can knowledge of customership be made use of in business and in adding value?

Evaluation scale

1-5

Objective

You understand the purpose of information in the development of services and business in the hospitality field.
You can describe the main principles of knowledge-based management and implement them in hospitality business.

Content

How can the use of data improve the service business?
Which are the main priciples of knowledge-based management in hospitality business?
How can the data flows in the organization be described and information applied in management and development?
The course involves a practical project with a case company or organization (3 ECTS credits).

Evaluation scale

1-5

Objective

You know the possibilities and challenges of technologies producing hospitality services.
You can describe and choose suitable digital solutions for different hospitality services.
You can define the effects of digitization on service costs, quality, usability and customer experience.
You can plan and implement a development task related to hospitality business using digital technology.

Content

What kind of digital solutions can you use in hospitality service production?
How can digital solutions improve the competitiveness of service production?
How can you define the effects of digitization on service costs, quality, usability and customer experience?
The course involves a practical project with a case company or organization (3 ECTS credits).

Materials

Available in Learn

Teaching methods

According to schedule, orientation lecture, theme lectures, project work, Virtual lunch (VR) experience or similar study tour

In this course we’ll review following themes
1. Digital customer journey
2. Digital solutions in hospitality service production
3. Virtuality and virtual tourism
4. Gamification as a part of service production

The course involves a quiz, an analyzing task, small practical project with a case company or organization (Thing Link, Seppo game platform, VR/AR)

Employer connections

*

Evaluation scale

1-5

Assessment methods and criteria

Students can
use professional vocabulary and concepts in an expert way in different situations.
evaluate information sources critically.
work as team members in working life expert duties and identify and describe the problems of the professional field.
evaluate operations in customer, user and target group situations.
choose appropriate models, methods, software and techniques according to the purpose and justify these choices.
apply critically the ethical principles of the professional field in different situations.

Objective

You understand what digitalisation means in hospitality business.
You identify the key factors of digitalisation.
You can use relevant communication tools, technology and channels.
You can produce digital content.
You understand information security practices, such as the importance of access rights and licenses.

Content

What does digitalisation mean in hospitality business ?
Which are the key concepts of digitalisation?
Which are the main communication tools?
How to produce digital content?
Which are the key factors of information security?

Evaluation scale

1-5

Objective

You understand what digitalisation means in hospitality business.
You identify the key factors of digitalisation.
You can use relevant communication tools, technology and channels.
You can produce digital content.
You understand information security practices, such as the importance of access rights and licenses.

Content

What does digitalisation mean in hospitality business ?
Which are the key concepts of digitalisation?
Which are the main communication tools?
How to produce digital content?
Which are the key factors of information security?

Evaluation scale

1-5

Objective

You can describe the role of digital communication in hospitality business communication.
You can describe the possibilities of digital communication as a success factor of hospitality business.
You can apply the theories and models of digital communication to the development of hospitality business.
You can plan, implement and develop digital communication in hospitality business.

Content

How is digitalization involved in hospitality business communication, its planning, implementation and evaluation?
How can digital communication improve hospitality business?
Which are the main methods to plan, implement and develop digital communicaiton in hospitality business?
The course involves a practical project with a case company or organization (3 ECTS credits).

Evaluation scale

1-5

Objective

You expand your understanding of the different concepts of experiental services.
You can apply the basic concepts and methods in developing customer-oriented products and services.
You can plan, produce and develop experiental services.

Content

What key factors do experiences involve?
How can experiental services improve the competitiveness of service concepts?
How to improve experiental services?
The course involves a practical project with a case company or organization (3 ECTS credits).

Evaluation scale

1-5

Objective

You can use the professional terminology related to conference and accommodation services.
You can describe the basic operations and processes and how they relate to each other.
What are the most important quality and responsibility factors in conference and accommodation services.
You know the meaning of sustainability in hospitality services.
You know how to operate in conference and accommodation services.

Content

What are the key terms and processes in accommodation and conference services?
What are the most important quality and responsibility factors in accommodation and conference services?

Evaluation scale

1-5

Objective

You can use the professional terminology related to conference and accommodation services.
You can describe the basic operations and processes and how they relate to each other.
What are the most important quality and responsibility factors in conference and accommodation services.
You know the meaning of sustainability in hospitality services.
You know how to operate in conference and accommodation services.

Content

What are the key terms and processes in accommodation and conference services?
What are the most important quality and responsibility factors in accommodation and conference services?

Evaluation scale

1-5

Objective

You become familiar with the professional terminology and methods related to digital marketing.
You understand the meaning of different platforms and channels in selling and marketing hospitality services.
You can use digital channels in your studies and future work.

Content

What is digital business as a phenomenon and the role of social networks in marketing?
What different platforms and channels are used in online marketing?
What do customer relationships (CRM) and customer experience (CX) mean online?
What is the meaning of social media and content production in digital business?

Evaluation scale

1-5

Objective

You become familiar with the professional terminology and methods related to digital marketing.
You understand the meaning of different platforms and channels in selling and marketing hospitality services.
You can use digital channels in your studies and future work.

Content

What is digital business as a phenomenon and the role of social networks in marketing?
What different platforms and channels are used in online marketing?
What do customer relationships (CRM) and customer experience (CX) mean online?
What is the meaning of social media and content production in digital business?

Evaluation scale

1-5

Objective

You understand what human resource management involves.
You can identify the steps of recruitment processes.
You know labor law principles.
You become familiar with leadership principles in hospitality business.
You can identify the key tools for measuring operational efficiency in hospitality business.
You know the principles of work wellbeing and lifespan management.

Content

What sectors does human resources management involve?
What factors does work wellbeing management involve?
What are the stages of recruitment?
What are the significance and contents of the labour market and labor law?
How you manage and award knowhow and competence?
What is the significance of lifespan thinking in human resources management?
What does sustainability mean as a part of leadership?

Evaluation scale

1-5

Objective

You understand what human resource management involves.
You can identify the steps of recruitment processes.
You know labor law principles.
You become familiar with leadership principles in hospitality business.
You can identify the key tools for measuring operational efficiency in hospitality business.
You know the principles of work wellbeing and lifespan management.

Content

What sectors does human resources management involve?
What factors does work wellbeing management involve?
What are the stages of recruitment?
What are the significance and contents of the labour market and labor law?
How you manage and award knowhow and competence?
What is the significance of lifespan thinking in human resources management?
What does sustainability mean as a part of leadership?

Evaluation scale

1-5

Objective

You show abilities in cost accounting methods and in profitability accounting in hospitality business.
You practice cwith exercises to calculatw the product and service costs, profitability and the price of the services produced.
You show knowhow in financial planning and understand the meaning of budgeting for a profit centre.
You are able to read and follow a budget and are able to draw up a budget for a small business.

Content

What are the methods of cost and profitability accounting?
How to find out the product and service costs and profitability?
How to make different kind of product calculations and carry out profitability and cost accounting?
What is the meaning of budgeting for a profit centre?
How to read and follow a budget and how to draw up a budget?

Evaluation scale

1-5

Objective

You show abilities in cost accounting methods and in profitability accounting in hospitality business.
You practice cwith exercises to calculatw the product and service costs, profitability and the price of the services produced.
You show knowhow in financial planning and understand the meaning of budgeting for a profit centre.
You are able to read and follow a budget and are able to draw up a budget for a small business.

Content

What are the methods of cost and profitability accounting?
How to find out the product and service costs and profitability?
How to make different kind of product calculations and carry out profitability and cost accounting?
What is the meaning of budgeting for a profit centre?
How to read and follow a budget and how to draw up a budget?

Evaluation scale

1-5

Objective

You show abilities in cost accounting methods and in profitability accounting in hospitality business.
You practice cwith exercises to calculatw the product and service costs, profitability and the price of the services produced.
You show knowhow in financial planning and understand the meaning of budgeting for a profit centre.
You are able to read and follow a budget and are able to draw up a budget for a small business.

Content

What are the methods of cost and profitability accounting?
How to find out the product and service costs and profitability?
How to make different kind of product calculations and carry out profitability and cost accounting?
What is the meaning of budgeting for a profit centre?
How to read and follow a budget and how to draw up a budget?

Evaluation scale

1-5

Objective

You can identify and evaluate the development needs of tourism and hospitality business. You strengthen your development skills.
You become familiar with the financing resources of development projects and the factors affecting the quality and effectiveness of development activities.
You can plan and implement tourism and hospitality business development processes and report on them.

Content

What kind of development activities are there in the hospitality field and how can the development needs be identified?
What kind of development methods are used in the development work of hospitality business?
How do you plan and implement the development project?
How do you assess the quality and effectiveness of the development activities?
Where do you find the recourses and funding for development activities?
The course involves a practical project with a case company or organization.

Evaluation scale

1-5

Qualifications

Completing the course requires basic knowhow and skills related to the hospitality business and basic research and development skills.

Objective

You can identify and evaluate the development needs of tourism and hospitality business. You strengthen your development skills.
You become familiar with the financing resources of development projects and the factors affecting the quality and effectiveness of development activities.
You can plan and implement tourism and hospitality business development processes and report on them.

Content

What kind of development activities are there in the hospitality field and how can the development needs be identified?
What kind of development methods are used in the development work of hospitality business?
How do you plan and implement the development project?
How do you assess the quality and effectiveness of the development activities?
Where do you find the recourses and funding for development activities?
The course involves a practical project with a case company or organization.

Materials

.

Evaluation scale

1-5

Qualifications

Completing the course requires basic knowhow and skills related to the hospitality business and basic research and development skills.

Objective

You know your duties and responsibilities at work.
You understand the big picture of the operations and safety and decurity in your working environment.
You understand the meaning of sustainable development and how to develop leadership in your business field.
You are familiar with the viewpoints of leadership and ethics in business.
You know how to use process thinking as a tool for management and how to implement it in a customer-oriented way.

Content

What are the steps of risk management?
How to be a manager and make decisions?
What are a manager’s responsibilities and duties?
What kind of service quality tools are there in the tourism and hospitality business?
What is the purchase process?
What is the meaning of global thinking and multicultural work in leadership?
How do you operate in the social situations?

Evaluation scale

1-5

Objective

You know your duties and responsibilities at work.
You understand the big picture of the operations and safety and decurity in your working environment.
You understand the meaning of sustainable development and how to develop leadership in your business field.
You are familiar with the viewpoints of leadership and ethics in business.
You know how to use process thinking as a tool for management and how to implement it in a customer-oriented way.

Content

What are the steps of risk management?
How to be a manager and make decisions?
What are a manager’s responsibilities and duties?
What kind of service quality tools are there in the tourism and hospitality business?
What is the purchase process?
What is the meaning of global thinking and multicultural work in leadership?
How do you operate in the social situations?

Evaluation scale

1-5

Objective

You know different hospitality business concepts and service systems.
You are able to define the requirements for successful business.
You familiarize yourself with the principles of planning different hospitality business concepts and service systems.
You are able to find sources of information when planning and developing hospitality business.

Content

What do hospitality business concepts and service systems mean?
What are the requirements for successful hospitality business?
How to plan hospitality business concepts and service systems?

Evaluation scale

1-5

Objective

You know different hospitality business concepts and service systems.
You are able to define the requirements for successful business.
You familiarize yourself with the principles of planning different hospitality business concepts and service systems.
You are able to find sources of information when planning and developing hospitality business.

Content

What do hospitality business concepts and service systems mean?
What are the requirements for successful hospitality business?
How to plan hospitality business concepts and service systems?

Evaluation scale

1-5

Objective

You are able to define the key concepts of marketing and understand the meaning of marketing for successful customer relationship.
You know the main competitive assets of marketing and are able to use them in different situations and organizations.
You are able to use professional terms of sales.
You are able to apply different sales processes in customer service and in sales work.
You are able to use the principles of sales negotiations and justify your actions.

Content

What are the key concepts and principles of marketing and relationship marketing?
What are the different competitive tools and their components in marketing?
What is the meaning of face-to-face sales work?
What are the steps in sales processes?
How are sales negotiations carried out?

Evaluation scale

1-5

Objective

You are able to define the key concepts of marketing and understand the meaning of marketing for successful customer relationship.
You know the main competitive assets of marketing and are able to use them in different situations and organizations.
You are able to use professional terms of sales.
You are able to apply different sales processes in customer service and in sales work.
You are able to use the principles of sales negotiations and justify your actions.

Content

What are the key concepts and principles of marketing and relationship marketing?
What are the different competitive tools and their components in marketing?
What is the meaning of face-to-face sales work?
What are the steps in sales processes?
How are sales negotiations carried out?

Evaluation scale

1-5

Objective

You can describe hospitality as a concept and as a field of business and profession.
You can describe development prospects and future trends.

Content

What is meant by tourism and hospitality as concepts?
What are the trends, challenges and the prospects in hospitality business?

Evaluation scale

1-5

Objective

You can describe hospitality as a concept and as a field of business and profession.
You can describe development prospects and future trends.

Content

What is meant by tourism and hospitality as concepts?
What are the trends, challenges and the prospects in hospitality business?

Evaluation scale

1-5

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?

Evaluation scale

1-5

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?

Evaluation scale

1-5

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?

Evaluation scale

1-5

Objective

You can identify the characteristics of service processes.
You are aware of the challenges in developing processes.
You can describe and develop service processes in practice.

Content

What should be taken into account especially in service process development?
What kind of challenges are there in process development?
How to apply process thinking to hospitality services?
The course involves a practical project with a case company or organization (3 ECTS credits).

Evaluation scale

1-5

Objective

You know the basics of process thinking.
You know the basics of measuring service processes and the meaning of measuring in practice.
You can model processes and understand their different steps.
You know the tools of process development.

Content

What are the basics of process thinking?
How to apply process thinking in planning customers' service paths?
How to model / visualize processes?
How to measure process quality / effectiveness?
The course involves a practical project with a case company or organization (3 ECTS credits).

Evaluation scale

1-5

Objective

You learn about the field-specific tasks and expand your skills and knowledge of the production and working life in your field.
You can set appropriate goals for your practical training from the viewpoint of your professional development and career plans.
You can participate in the service and production processes of your workplace and you can describe and analyse them.
You can set further goals for your own development in your professional field according to your career plan.

Content

What is the importance of practical training?
Which are the main working tasks to master?
What kind of personal goals to set for the development of personal knowhow during the practical training?
Which are the main service and production processes of the practical training workplace and how to work in various processes in a goal-oriented manner?

Evaluation scale

1-5

Qualifications

Completing the course requires basic knowhow and skills related to the hospitality business

Objective

You learn about the field-specific tasks and expand your skills and knowledge of the production and working life in your field.
You can set appropriate goals for your practical training from the viewpoint of your professional development and career plans.
You can participate in the service and production processes of your workplace and you can describe and analyse them.
You can set further goals for your own development in your professional field according to your career plan.

Content

What is the importance of practical training?
Which are the main working tasks to master?
What kind of personal goals to set for the development of personal knowhow during the practical training?
Which are the main service and production processes of the practical training workplace and how to work in various processes in a goal-oriented manner?

Evaluation scale

Approved/Failed

Qualifications

Completing the course requires basic knowhow and skills related to the hospitality business

Objective

You know the groups of alcoholic beverages and the factors that affect their sensory qualities and the context of use.
You are able to evaluate alcoholic beverages and food with sensitive evaluation methods and choose the appropriate combinations for different meals, situations and customer groups.
You understand the principles of purchasing alcoholic beverages and drawing up drink lists.
You become familiar with the key principles of serving alcohol and in-house control as required by law.

Content

How are alcoholic beverages grouped?
What are the main flavors of different alcoholic beverage groups? What and how do they consist of?
How do you evaluate alcoholic beverages?
What are the key flavoring factors in food and beverages and how to make harmonious combinations?
How to make different menus and drink lists?
How do you serve alcohol beverages as required by the law and how is in-house control organized in companies?

Evaluation scale

1-5

Objective

You know the groups of alcoholic beverages and the factors that affect their sensory qualities and the context of use.
You are able to evaluate alcoholic beverages and food with sensitive evaluation methods and choose the appropriate combinations for different meals, situations and customer groups.
You understand the principles of purchasing alcoholic beverages and drawing up drink lists.
You become familiar with the key principles of serving alcohol and in-house control as required by law.

Content

How are alcoholic beverages grouped?
What are the main flavors of different alcoholic beverage groups? What and how do they consist of?
How do you evaluate alcoholic beverages?
What are the key flavoring factors in food and beverages and how to make harmonious combinations?
How to make different menus and drink lists?
How do you serve alcohol beverages as required by the law and how is in-house control organized in companies?

Evaluation scale

1-5

Objective

You understand the importance of food and nutrition to the customers' wellbeing.
You know the Finnish dietary recommendations and are familiar with the most common special diets and know how use them in meal and menu planning and in customer service situations.
You can evaluate the healthiness of meals and menus by using recommendations and existing criteria and models.
You understand the conversation concerning eating and can participate in it professionally.
You are familiar with the possibilities of healthy Finnish food in wellbeing tourism.

Content

What kind of food choices promote health and wellbeing ?
What kind of limitations do diseases, beliefs and food trends cause for food choices and how are different diets composed ?
How to evaluate the nutritional quality of meals and menus?
What opportunities does Finnish food provide for food and wellbeing tourism?

Evaluation scale

1-5

Objective

You understand the importance of food and nutrition to the customers' wellbeing.
You know the Finnish dietary recommendations and are familiar with the most common special diets and know how use them in meal and menu planning and in customer service situations.
You can evaluate the healthiness of meals and menus by using recommendations and existing criteria and models.
You understand the conversation concerning eating and can participate in it professionally.
You are familiar with the possibilities of healthy Finnish food in wellbeing tourism.

Content

What kind of food choices promote health and wellbeing ?
What kind of limitations do diseases, beliefs and food trends cause for food choices and how are different diets composed ?
How to evaluate the nutritional quality of meals and menus?
What opportunities does Finnish food provide for food and wellbeing tourism?

Evaluation scale

1-5

Objective

You can identify food production methods and systems as well as the principles of drawing up catering services and different ways of implementing food services.
You can plan and implement key duties in catering services and know the responsibilities.
You can use and utilize the nutrition management system for planning and apply in-house control systems in food business according to legislation.

Content

What kind of food production methods and systems are in use?
What are the principles and operating models of meal and menu planning?
How are food services planned and carried out in a sustainable and customer-oriented way, utilizing professional kitchen practices and equipment?
How are ERP systems used in catering services?
How is in-house control carried out in food business?

Evaluation scale

1-5

Objective

You can identify food production methods and systems as well as the principles of drawing up catering services and different ways of implementing food services.
You can plan and implement key duties in catering services and know the responsibilities.
You can use and utilize the nutrition management system for planning and apply in-house control systems in food business according to legislation.

Content

What kind of food production methods and systems are in use?
What are the principles and operating models of meal and menu planning?
How are food services planned and carried out in a sustainable and customer-oriented way, utilizing professional kitchen practices and equipment?
How are ERP systems used in catering services?
How is in-house control carried out in food business?

Evaluation scale

1-5

Objective

You can set appropriate goals for the practical training in accordance with your own professional development.
You can work with a research and development oriented attitude in typical professional tasks and you become familiar with managerial or specialist positions or with entrepreneurship.
You can identify and describe the managerial principles and methods of your practical training place.
You can describe and analyze the responsible business processes in your training place and you can work in accordance with the principles of responsible business.
You can set further goals for developing your skills in the professional field according to your career plan.

Content

What kind of goals to set to the practical training from the viewpoint of personal professional development?
What are the main service and production systems in the practical training place and how to work in these processes according to the business idea and as a professional and skilled member of the working team?
How to work as a specialist in the professional field in work communities or as an entrepreneur?
What kind of developmental skills to bring to the work community and how?

Evaluation scale

1-5

Qualifications

Completing the course requires the basic qualifications and skills of the hospitality field.

Objective

You can set appropriate goals for the practical training in accordance with your own professional development.
You can work with a research and development oriented attitude in typical professional tasks and you become familiar with managerial or specialist positions or with entrepreneurship.
You can identify and describe the managerial principles and methods of your practical training place.
You can describe and analyze the responsible business processes in your training place and you can work in accordance with the principles of responsible business.
You can set further goals for developing your skills in the professional field according to your career plan.

Content

What kind of goals to set to the practical training from the viewpoint of personal professional development?
What are the main service and production systems in the practical training place and how to work in these processes according to the business idea and as a professional and skilled member of the working team?
How to work as a specialist in the professional field in work communities or as an entrepreneur?
What kind of developmental skills to bring to the work community and how?

Evaluation scale

Approved/Failed

Qualifications

Completing the course requires the basic qualifications and skills of the hospitality field.

Objective

You can set appropriate goals for the practical training in accordance with your own professional development.
You can work with a research and development oriented attitude in typical professional tasks and you become familiar with managerial or specialist positions or with entrepreneurship.
You can identify and describe the managerial principles and methods of your practical training place.
You can describe and analyze the responsible business processes in your training place and you can work in accordance with the principles of responsible business.
You can set further goals for developing your skills in the professional field according to your career plan.

Content

What kind of goals to set to the practical training from the viewpoint of personal professional development?
What are the main service and production systems in the practical training place and how to work in these processes according to the business idea and as a professional and skilled member of the working team?
How to work as a specialist in the professional field in work communities or as an entrepreneur?
What kind of developmental skills to bring to the work community and how?

Evaluation scale

Approved/Failed

Qualifications

Completing the course requires the basic qualifications and skills of the hospitality field.

Objective

You know the role and contents of management accounting in hospitality business.
You are able to define the basic concepts of bookkeeping.
You are able to interpret financial statements, profit and loss account and the balance sheet.
You understand the meaning of cost control and can detemine the profitability of a business.

Content

What are the role and contents of management accounting in hospitality business?
What are the basic concepts of bookkeeping?
How to read the profit and loss account and balance sheet?
How to close the accounts?
What are the key factors affecting business profitability?
How to improve the profitability of a hospitality business?

Evaluation scale

1-5

Objective

You know the role and contents of management accounting in hospitality business.
You are able to define the basic concepts of bookkeeping.
You are able to interpret financial statements, profit and loss account and the balance sheet.
You understand the meaning of cost control and can detemine the profitability of a business.

Content

What are the role and contents of management accounting in hospitality business?
What are the basic concepts of bookkeeping?
How to read the profit and loss account and balance sheet?
How to close the accounts?
What are the key factors affecting business profitability?
How to improve the profitability of a hospitality business?

Evaluation scale

1-5

Objective

You can use terms related to event services and you can describe the basic processes and systems related to quality management.
You can describe the most important legal, ethical and risk management factors.
You know the meaning of sustainability in hospitality services.
You know how to operate in event productions.

Content

What are the key terms and processes in event productions?
What are the most important legal, ethical and risk management factors to take into accout when planning events?
What are the most important quality and responsibility related factors in event productions?
The course involves a practical project with a case company or organization.

Evaluation scale

1-5

Objective

You can use terms related to event services and you can describe the basic processes and systems related to quality management.
You can describe the most important legal, ethical and risk management factors.
You know the meaning of sustainability in hospitality services.
You know how to operate in event productions.

Content

What are the key terms and processes in event productions?
What are the most important legal, ethical and risk management factors to take into accout when planning events?
What are the most important quality and responsibility related factors in event productions?
The course involves a practical project with a case company or organization.

Evaluation scale

1-5

Objective

You expand your understanding of storytelling.
You understand the meaning of storytelling as part brand creation.
You can draw up a brand vision and make use of it.
You are able to develop services through storytelling.

Content

What are the key concepts of stories and brands?
How can you improve the competitiveness of companies by storytelling?
How can you develop brands by storytelling?
The course involves a practical project with a case company or organization (3 ECTS credits).

Evaluation scale

1-5

Objective

You can identify future phenomena related to service processes.
You can analyze future challenges and their effects on service processes.
You can think of practical solutions to future challenges of service processes.

Content

How to search for and interpret foresight information on the future service processes?
How will service processes change in the future?
How will technology change service processes?
The course involves a practical project with a case company or organization (3 ECTS credits).

Materials

The actual learning material to be studied can be found in the online learning environment Learn and it is also possible to study it independently as distance learning,

Teaching methods

This case course addresses the design and management of effective and efficient systems for proper conveyance of services. Customers expect and demand timely and correct deliveries, reliable logistical information, competitive prices, quick response to service calls, as well as friendly and collaborative behavior. Services require a "co-production" activity to take place through the involvement of both the customer and the service-provider in a significant part of realization of any service. Hence, service systems should be designed with careful consideration given to such unique characteristics that services have quality, economy and satisfaction. In this connection, behavioral/psychological, quantitative, physical, physiological, technological, as well as evolutionary perspectives will be explored towards developing a clear understanding of service operations.

Employer connections

The project could be done using material collected at the work place of the student or any “live” company example that students have access to or alternately, could be research based. Eg. you could consider a well-known company where there is a lot of information available in the public domain.

Student workload

The course is 5 ECTS.

Content scheduling

It is possible to complete the course entirely online. Students could plan and design a practical “real world” application project. Preliminary ideas will be given on the Learn course page. The project are to be presented to the class at the end of the course.

Evaluation scale

1-5

Assessment methods and criteria

Students can
- use professional vocabulary and concepts in different situations.
- evaluate information sources critically.
- work as team members in working life expert duties and identify and describe the problems of the professional field.
- evaluate operations in customer, user and target group situations.
choose appropriate models, methods, software and techniques according to the purpose and justify these choices.
- apply critically the ethical principles of the professional field in different situations.

Objective

You can identify the characteristics, challenges and safety and security risks in hospitality business and know the means of control.
You know your rights, responsibilities and duties at work and you can act accordingly.
You can act in multicultural work communities and adopt an entrepreneurial approach in your work.

Content

What kinds of risks and safety and security issues are involved in hospitality business?
What are the rights, duties and responsibilities of your work?
How do you work according to law in hospitality business?

Evaluation scale

Approved/Failed

Objective

You can identify the characteristics, challenges and safety and security risks in hospitality business and know the means of control.
You know your rights, responsibilities and duties at work and you can act accordingly.
You can act in multicultural work communities and adopt an entrepreneurial approach in your work.

Content

What kinds of risks and safety and security issues are involved in hospitality business?
What are the rights, duties and responsibilities of your work?
How do you work according to law in hospitality business?

Evaluation scale

Approved/Failed

Objective

You can describe the principles of responsible business and business management and their role as competitive advantages.
You can describe the relevant national and international certificates, indicators and other models of responsibility in hospitality business.
You can calculate the carbon footprint of hospitality enterprises.
You can search for solutions to improve the responsibility of hospitality business enterprises.
You can communicate about the responsibility of enterprises effectively in a customer-oriented way.

Content

What are the principles of responsible business and business management.
How do responsibility and responsibility communication improve the competitive edge of enterprises?
What are the relevant national and international certificates, indicators and other models of responsibility in hospitality business?
How do you calculate the carbon footprint of enterprises?
What are the methods of developing responsible business operations?
The course involves a practical project with a case company or organization (3 ECTS credits).

Evaluation scale

1-5

Objective

You can describe the relevant assessment methods and indicatiors of responsiblity in regional destinations and at national level.
You can search for foresight data related to responsibility in hospitality business.
You can plan, implement and assess a development project related to responsible hospitality business.

Content

What are the positive and negative sociocultural, ecological and economic impacts of the hospitality field?
What are the relevant assessment methods and indicators of responsiblity in regional destinations and at national level?
How do you anticipate the global sociocultural, ecological and economic changes and risks related to responsible development of the field?
How do you plan, implement and assess a development project to improve the responsibility of enterprises, networks of enterprises or destinations?
The course involves a practical project with a case company or organization (3 ECTS credits).

Materials

Material in Learn

Teaching methods

According to schedule, starting lesson, 3 themes lectures, starting project, discussions,
Study tour in the frame work ot the course

Themes:
1) Positive and negative sociocultural, ecological and economic impacts of tourism and hospitality
2) The relevant methods and indicators of responsiblity in regional destinations and at national level
3) The global sociocultural, ecological and economic changes and risks

The course includes 3 tasks.
a) Discusson forum according to the question 1 ECTS
b) Measures of the case company, analyzising task (individual or pair work) 1 ECTS
c) Sustainable plan for hospitality business company, (individual or pair work) 3 ECTS

Employer connections

http://hanhiniitty.fi/en/home/
https://www.lakelandgte.fi/en/

Student workload

135h

Evaluation scale

1-5

Assessment methods and criteria

Students can
use professional vocabulary and concepts in an expert way in different situations.
critically evaluate information sources related to responsibility in hospitality business.
work as team members in working life expert duties and identify and describe the problems of responsibility in hospitality business.
evaluate operations in customer, user and target group situations concerning responsibility in hospitality business.
choose appropriate models, methods, software and techniques for developing responsibility in hospitality business according to the purpose and justify these choices.
apply critically the ethical principles of hospitality business in different situations.

Objective

You can describe the positive and negative sociocultural, ecological and economic impacts of hospitality products and services.
You can develop the responsibility of products, services and customer behaviour.
You can communicate about the responsibility of products and services in a customer-oriented way.

Content

What are the positive and negative impacts of supplying and consuming hospitality products and services?
How do you develop products, services and customer behaviour to be more responsible?
How do you communicate about the responsibility of products and services in a customer-oriented way?
The course involves a practical project with a case company or organization (3 ECTS credits).

Evaluation scale

1-5

Objective

You know different hospitality business concepts and service systems.
You are able to define the requirements for successful business.
You familiarize yourself with the principles of planning different hospitality business concepts and service systems.
You are able to find sources of information when planning and developing hospitality business.

Content

What do hospitality business concepts and service systems mean?
What are the requirements for successful hospitality business?
How to plan hospitality business concepts and service systems?

Evaluation scale

1-5

Objective

You become familiar with the professional terminology and methods related to digital marketing.
You understand the meaning of different platforms and channels in selling and marketing hospitality services.
You can use digital channels in your studies and future work.

Content

What is digital business as a phenomenon and the role of social networks in marketing?
What different platforms and channels are used in online marketing?
What do customer relationships (CRM) and customer experience (CX) mean online?
What is the meaning of social media and content production in digital business?

Evaluation scale

1-5

Objective

You can identify food production methods and systems as well as the principles of drawing up catering services and different ways of implementing food services.
You can plan and implement key duties in catering services and know the responsibilities.
You can use and utilize the nutrition management system for planning and apply in-house control systems in food business according to legislation.

Content

What kind of food production methods and systems are in use?
What are the principles and operating models of meal and menu planning?
How are food services planned and carried out in a sustainable and customer-oriented way, utilizing professional kitchen practices and equipment?
How are ERP systems used in catering services?
How is in-house control carried out in food business?

Evaluation scale

1-5

Objective

You understand the importance of food and nutrition to the customers' wellbeing.
You know the Finnish dietary recommendations and are familiar with the most common special diets and know how use them in meal and menu planning and in customer service situations.
You can evaluate the healthiness of meals and menus by using recommendations and existing criteria and models.
You understand the conversation concerning eating and can participate in it professionally.
You are familiar with the possibilities of healthy Finnish food in wellbeing tourism.

Content

What kind of food choices promote health and wellbeing ?
What kind of limitations do diseases, beliefs and food trends cause for food choices and how are different diets composed ?
How to evaluate the nutritional quality of meals and menus?
What opportunities does Finnish food provide for food and wellbeing tourism?

Evaluation scale

1-5

Objective

You know the groups of alcoholic beverages and the factors that affect their sensory qualities and the context of use.
You are able to evaluate alcoholic beverages and food with sensitive evaluation methods and choose the appropriate combinations for different meals, situations and customer groups.
You understand the principles of purchasing alcoholic beverages and drawing up drink lists.
You become familiar with the key principles of serving alcohol and in-house control as required by law.

Content

How are alcoholic beverages grouped?
What are the main flavors of different alcoholic beverage groups? What and how do they consist of?
How do you evaluate alcoholic beverages?
What are the key flavoring factors in food and beverages and how to make harmonious combinations?
How to make different menus and drink lists?
How do you serve alcohol beverages as required by the law and how is in-house control organized in companies?

Evaluation scale

1-5

Objective

You can identify and evaluate the development needs of tourism and hospitality business. You strengthen your development skills.
You become familiar with the financing resources of development projects and the factors affecting the quality and effectiveness of development activities.
You can plan and implement tourism and hospitality business development processes and report on them.

Content

What kind of development activities are there in the hospitality field and how can the development needs be identified?
What kind of development methods are used in the development work of hospitality business?
How do you plan and implement the development project?
How do you assess the quality and effectiveness of the development activities?
Where do you find the recourses and funding for development activities?
The course involves a practical project with a case company or organization.

Materials

.

Evaluation scale

1-5

Qualifications

Completing the course requires basic knowhow and skills related to the hospitality business and basic research and development skills.

Objective

You know your duties and responsibilities at work.
You understand the big picture of the operations and safety and decurity in your working environment.
You understand the meaning of sustainable development and how to develop leadership in your business field.
You are familiar with the viewpoints of leadership and ethics in business.
You know how to use process thinking as a tool for management and how to implement it in a customer-oriented way.

Content

What are the steps of risk management?
How to be a manager and make decisions?
What are a manager’s responsibilities and duties?
What kind of service quality tools are there in the tourism and hospitality business?
What is the purchase process?
What is the meaning of global thinking and multicultural work in leadership?
How do you operate in the social situations?

Evaluation scale

1-5