Service knowhow in hospitality business (5 cr)

Code: MR00DU41-3003

General information

Enrollment: 03.02.2020 - 07.02.2020
Registration for the implementation has ended.

Timing: 15.04.2020 - 31.05.2020
Implementation has ended.

Number of ECTS credits allocated: 5 cr

Local portion: 5 cr

Mode of delivery: Contact learning

Unit: Department of Tourism, Hospitality Management and Youth Work

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: AVMIMR20KPOV
Avoin AMK, Mikkeli, matkailua ja ravitsemisala; MRMI20KP
Tourism and Service Business, full-time studies

Course: MR00DU41

No reservations found for realization MR00DU41-3003!

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?

Course material

Opettajan opintojakson alussa ilmoittama opiskelumateriaali.

Study forms and methods

Itsenäinen suoritustapa verkkototeutuksena, itsenäisesti suoritettavat oppimistehtävät ja itsenäinen aiheeseen tutustuminen.

Evaluation scale

1-5

Assessment criteria, good (3-4)

Osaat käyttää johdonmukaisesti ammattikäsitteitä.
Osaat etsiä tietoa keskeisistä tiedonlähteistä.
Osaat toimia asiakkaiden, käyttäjien ja kohderyhmien kanssa.
Osaat perustella toimintaasi oman alasi eettisten periaatteiden mukaisesti.