Effective Leadership in Modern HospitalityLaajuus (5 cr)

Learning objectives

Upon completion of the module, the student is able to:
*understand the importance of organizational culture in employee and customer experience
*understand the human and psychological capital as key factors in the hospitality industry
*increase customer satisfaction by using meaningful experiences in creating services
*develop a sales process and customer satisfaction.
*understand the importance of KPIs (Key Performance Indicators)
*understand customer experience and meaningful experience in increasing sales and making productive business
*create the right atmosphere for change and implement it successfully in the organisation

Contents

Diversity of employees and customers in the Hospitality industry as an enriching resource
Culture for employee and customer experience
The DiSC® method as a personal assessment tool
Meaningful experience in customer experience
Change as an inevitable and enabling factor in an organisation’s success.
Implementing change with ADKAR methods

Implementation methods, demonstration and Work&Study

The learning style of this course can be reached in following ways:
1. Lectures, videos and related assignments
2. Independent work

If you already know the contents of this course, you can show your skills. Ask the teacher of the course for more information. For more information on identifying competencies: https://www.haaga-helia.fi/fi/osaamisen-tunnistaminen-ja-work-study

Learning materials

All materials will be provided in Moodle and can be accessed throughout the course.

Starting level and linkage with other courses

HHOnline: Advanced level. (No previous studies needed and no binding connections to other courses.)

Assessment criteria - grade 1

When the implementation type of the course is CONTACT, ONLINE or BLENDED it is required that the student is present during those teaching hours that are marked in the study schedule. If you are absent more than 25 %, your grade will be lowered by one. If you are absent more than 50 %, the course is failed.

Understand the importance of organizational culture in employee and customer experience and the KPIs. Identify the human and psychological capital as key factors in the hospitality industry. Name the methods of customer experience and meaningful experience in increasing sales, customer satisfaction and making productive business. Unesderstand the importance of the right atmosphere for change.

Assessment criteria - grade 3

Outline the organizational culture in employee and customer experience and the KPIs. Analyze the human and psychological capital as key factors in the hospitality industry. Compare different methods and tools of customer experience and meaningful experience in increasing sales, customer satisfaction and making productive business. Analyze the right atmosphere for change.

Assessment criteria - grade 5

Evaluate the organizational culture in employee and customer experience and the KPIs. Assess the human and psychological capital as key factors in the hospitality industry. Compare the methods and apply the tools of customer experience and meaningful experience in increasing sales, customer satisfaciton and making productive business. Compose the right atmosphere for change.