Service knowhow in hospitality business (5 cr)
Code: MR00DU41-3006
General information
Enrollment
23.08.2021 - 29.08.2021
Timing
30.08.2021 - 31.12.2021
Number of ECTS credits allocated
5 op
Virtual portion
1 op
Mode of delivery
80 % Contact teaching, 20 % Distance learning
Campus
Mikkeli Campus
Teaching languages
- Finnish
Degree programmes
- Degree Programme in Tourism and Service Business
Teachers
- Tuula Höglund
- Tiina Tuovinen
Teacher in charge
Tuula Höglund
Groups
-
MRMI21SPTourism 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