Effective Leadership in Modern Hospitality (5cr)

Intro

Today’s changing work environment and evolving new generations require new leadership tools. This course is ideal for service business supervisors, leaders, and managers to generate an encouraging, profitable and efficient service culture with comprehensive leadership methods.? It is highly valuable to any service business manager in order to facilitate change and improve company KPIs as well as to advanced university students who wish to deepen their knowledge of modern management and leadership.

Course overview
The Hospitality Industry is a broad category of fields within the service industry that includes food & beverage service, event planning, theme parks, travel and tourism, hotels, etc. The industry uses a diverse workforce, which includes a variety of positions that may or may not have a strong educational component. Understanding this diversity and human behavior in hospitality is vital not only with the employees but also with the changing customer behavior. In this course, the participant will learn to develop organizational culture, employee experience, customer experience, and leadership. The participant will also learn to understand how change management can improve the company. The participant will be introduced to the contexts of the Experience Economy, psychological capital, DiSC® personality theory, and ADKAR change management model.

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

Virtual.
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

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.