Effective Leadership in Modern Hospitality, 5 cr - HOS007RE1AE
Course unit language
English
Upcoming implementations
Effective Leadership in Modern Hospitality HOS007RE1AE-3002 24.03.2025-16.05.2025 5 op(HOST24A, ...)+-
Campus
Haaga Campus
Teaching language
English
Timing
24.03.2025 - 16.05.2025
Enrollment
20.03.2023 - 21.03.2023
Groups
HOST24A
VIRTUAL
Teachers
Outi Rekola
Seats
15 - 40
Degree Programme
HOST Strategic Hospitality Management
R&D proportion
0.00 cr
Virtual proportion
5.00 cr
Evaluation scale
H-5
Current implementations
No ongoing implementations yet.
Past implementations
No past implementations yet.
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.
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.
Starting level and linkage with other courses
HHOnline: Advanced level. (No previous studies needed and no binding connections to other courses.)
Assessment criteria
Assessment criteria - grade 1
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.