Guest Experience Management - EXP1RZ004 - Opinto-opas

Guest Experience Management, 9 cr - EXP1RZ004

Upcoming implementations

No upcoming implementations yet.

Current implementations

Guest Experience Management EXP1RZ004-3008 13.02.2023-19.05.2023 9 op (EXCH, ...) +-
Campus

Haaga Campus

Teaching language

English

Timing

13.02.2023 - 19.05.2023

Enrollment

02.01.2023 - 10.02.2023
Groups
- EXCH
- CONTACT
- RZ20SH
- RZ20ST
- MALTA2023K
Teachers

Jaana Laaksonen, Pekka Lampi, Mona Eskola

Seats

15 - 40

Degree Programme

HOTEM Degree Programme in Hospitality, Tourism and Experience Management

Evaluation scale

H-5

Past implementations

Guest Experience Management EXP1RZ004-3007 14.02.2022-27.05.2022 9 op (EXCH, ...) +-
Campus

Haaga Campus

Teaching language

English

Timing

14.02.2022 - 27.05.2022

Enrollment

03.01.2022 - 14.01.2022
Groups
- EXCH
- RZ19SH
- RZ19ST
- MALTA2022K
- CONTACT
Teachers

Jaana Laaksonen, Pekka Lampi, Violeta Salonen

Seats

15 - 40

Degree Programme

HOTEM Degree Programme in Hospitality, Tourism and Experience Management

Evaluation scale

H-5

Upon completion of the course, the student is able to
• Understand the guest experience process/journey
• Understand various dimensions of the guest experience
• understand methods to research the various dimensions of the guest experience
• Develop and execute guest experience research
• Apply and analyze guest experience research results to operational management

• Conceptualizing guest experiences
• Consuming or Experiencing tourisms; process
• The guest in the experience economy in HOTEM
• Guest experience expectations
• Guest motivations
• Sensory guest experiences
• Emotions and guest experience
• Guest experiences and satisfaction
• Memorable guest experience
• Creation of customer journey map
• Customer centricity management
• Guest experiences and authenticity
• The guest experience of tomorrow

The learning goals of this course can be reached in the following ways:
a. Lectures and related assignments as part-time studies, full-time studies or intensive studies
b. Participation in a working life project or another project
c. Learning assignment(s)

Assessing one’s own learning is a compulsory part of the course.

Material will be provided during the course.

Industry visits, industry guest lectures and industry project.

Recommended to be studied after the course Experience economy in Hospitality and Tourism.

Grade 1
The student sufficiently understands guest experience conceptualization. S/he sufficiently understands the role of guests in the experience economy. The student sufficiently understands the various dimensions of guest experience – e.g. expectations, delight, memorable, self-digital representation, authentic, etc. S/he is sufficiently capable of writing and presenting a guest experience management research. The student is sufficiently capable of taking responsibility for development of other individuals as well as for assessment and development of his/her own competences.

Grade 3
The student can interpret and understand guest experience conceptualization. S/he can identify the role of the guests in the experience economy. S/he can interpret various dimensions of guest experience and is capable of writing and presenting guest experience management research. S/he is capable of taking responsibility for development of other individuals as well as for assessment and development of his/her own competences.

Grade 5
The student can draw conclusions on guest experience conceptualization. S/he can justify the role of the guests in the experience economy. S/he can analyze various dimensions of guest experience management and is outstandingly capable of writing and presenting guest experience management research. S/he is taking the lead for development of other individuals as well as for critical assessment and development of his/her own competences.

The course is evaluated on a scale excellent (5), very good (4), good (3), satisfactory (2), fair (1), fail (0). The assessment criteria is presented on a scale 1 - 3 - 5.