Service knowhow in hospitality business (5 cr)
Code: MR00DU41-3003
General information
Enrollment
03.02.2020 - 07.02.2020
Timing
15.04.2020 - 31.05.2020
Number of ECTS credits allocated
5 op
Mode of delivery
Contact teaching
Campus
Ecampus
Teaching languages
- Finnish
Degree programmes
- Degree Programme in Tourism and Service Business
Teachers
- Tuula Höglund
- Tiina Tuovinen
Teacher in charge
Tiina Tuovinen
Groups
-
AVMIMR20KPOVAvoin AMK, Mikkeli, matkailua ja ravitsemisala
-
MRMI20KPTourism and Service Business, full-time studies
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