Guest Experience Management - EXP1RZ004 - Opinto-opas

Guest Experience Management, 9 cr - EXP1RZ004

Upcoming implementations

Guest Experience Management EXP1RZ004-3013 03.11.2025-16.01.2026 9 op (CONTACT, ...) +-
Campus

Athens

Teaching language

English

Timing

03.11.2025 - 16.01.2026

Enrollment

10.03.2025 - 10.03.2025
Groups
- CONTACT
- LEMONDE22S1
- LEMONDE24S5
Teachers

Anastasia Livanou

Seats

15 - 30

Degree Programme

22HOTEM Degree Programme in Hospitality, Tourism and Experience Management

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5

Current implementations

No ongoing implementations yet.

Past implementations

Guest Experience Management EXP1RZ004-3012 04.11.2024-17.01.2025 9 op (CONTACT, ...) +-
Campus

Athens

Teaching language

English

Timing

04.11.2024 - 17.01.2025

Enrollment

08.03.2024 - 08.03.2024
Groups
- CONTACT
- LEMONDE22S1
- LEMONDE24S5
Teachers

Sofia Filippidou

Seats

15 - 30

Degree Programme

22HOTEM Degree Programme in Hospitality, Tourism and Experience Management

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5
Guest Experience Management EXP1RZ004-3009 12.02.2024-17.05.2024 9 op (RZ21SH, ...) +-
Campus

Haaga Campus

Teaching language

English

Timing

12.02.2024 - 17.05.2024

Enrollment

02.01.2024 - 09.02.2024
Groups
- RZ21SH
- RZ21ST
- CONTACT
- MALTA2024K
- EXCH
Teachers

Jaana Laaksonen, Mona Eskola, Maija Niemelä

Seats

15 - 40

Degree Programme

HOTEM Degree Programme in Hospitality, Tourism and Experience Management

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

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.