Developing hospitality services (5 cr)

Objective

You are able to develop hospitality services economically and profitably. You are able to develop know-how, quality and welfare of your team. You can operate according to strategies and goals.

Content

What are the key principles and methods of developing hospitality services ? Where can you find the necessary knowledge for developing? How do you work as a developer and manager of a team?

Course material

This course is carried out totally in Learn digital environment.
This course contains online material, independent written assignments, online tests and final exam. If you need to get individual counselling, you could get it online, or by meeting the teacher, pointing out the reason and the date by sending a message to the teacher.

Study forms and methods

This course will allow students to explore one of the most explosive and dynamic career paths available today and will open the door for entry-level industry positions. Developing skills in setting formal service standards and procedures to deliver nice customer experience and evaluate service quality for hospitality business.
Topics include service experience design, psychological/social characteristics of customer satisfaction, service delivery processes, consumer/server encounters, service quality, and service recovery.
Professionalism, maturity, employability skills (i.e. positive attitude, appearance, grooming, work ethic) and interpersonal skills (i.e. pleasant facial expressions, eye contact, friendliness) will be discussed in this course and will be expected from the student.

RDI and work-related cooperation

Course assignments could be done on the material got from your working / training place.

Timing of exams and assignments

The course could be done totally in an online form. Tasks for online studies are given in Learn course page. You must inform the teacher if you choose online form of studies.
At the end of the course there is an exam, which could be taken also online.

Evaluation scale

1-5

Assessment criteria, good (3)

Students can: c) identify needs and strategies d )develop productivity, welfare and know-how in your team  e )use the key models and methods of the professional field. f) work as a goal-oriented manager and developer.

Assessment methods and criteria

Upon successful completion of this course, students will be able to:
- Define service quality and customer satisfaction in the hospitality field.
- Use quantitative and qualitative tools for assessing service quality in the hospitality field.
- Explain hospitality leaders’ roles in defining, developing, and maintaining their service
- Communicate and present the findings of a service improvement plan.
- Apply the knowledge and tools learned in this course to an actual hospitality business.