Managing Customer Experience in Hotels and Restaurants - HOS020AS3AE - Opinto-opas

Managing Customer Experience in Hotels and Restaurants, 5 cr - HOS020AS3AE

Upcoming implementations

Managing Customer Experience in Hotels and Restaurants HOS020AS3AE-3004 12.01.2026-13.03.2026 5 op (REE4HA1, ...) +-
Campus

Haaga Campus

Teaching language

English

Timing

12.01.2026 - 13.03.2026
Groups
- REE4HA1
- CONTACT
- EXCH
Teachers

Jaana Laaksonen

Seats

15 - 40

Degree Programme

EXPER Hospitality and Tourism Experience Management

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5

Current implementations

Managing Customer Experience in Hotels and Restaurants HOS020AS3AE-3002 24.03.2025-16.05.2025 5 op (REE4HA1, ...) +-
Campus

Haaga Campus

Teaching language

English

Timing

24.03.2025 - 16.05.2025

Enrollment

02.01.2025 - 21.03.2025
Groups
- REE4HA1
- CONTACT
- EXCH
Teachers

Anna-Liisa Aarti, Sirpa Turunen

Seats

15 - 40

Degree Programme

EXPER Hospitality and Tourism Experience Management

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5

Past implementations

Managing Customer Experience in Hotels and Restaurants HOS020AS3AE-3003 21.10.2024-13.12.2024 5 op (REE4HA1, ...) +-
Teaching methods and instruction

This is a online course with 6 online lessons per week (Autumn 2024, period 2)

Learning material and recommended literature

Materials will be provided in Moodle in the beginning of the course.

Campus

Haaga Campus

Teaching language

English

Timing

21.10.2024 - 13.12.2024

Enrollment

03.06.2024 - 18.10.2024

Content scheduling

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.
Groups
- REE4HA1
- 3AMK
- REE4PC1
- EXCH
- ONLINE
Teachers

Jaana Laaksonen, Markus Kauppinen

Seats

15 - 50

Degree Programme

EXPER Hospitality and Tourism Experience Management

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5
Managing Customer Experience in Hotels and Restaurants HOS020AS3AE-3001 25.03.2024-17.05.2024 5 op (REE4HA1, ...) +-
Campus

Haaga Campus

Teaching language

English

Timing

25.03.2024 - 17.05.2024

Enrollment

02.01.2024 - 22.03.2024
Groups
- REE4HA1
- CONTACT
- EXCH
Teachers

Anna-Liisa Aarti, Outi Rekola

Seats

15 - 40

Degree Programme

EXPER Hospitality and Tourism Experience Management

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5

After having completed this course, the student:
understands the importance of continuous development of the service experience in hotels and restaurants. can analyse the customer journey and its touchpoints.
Understands the great diversity among the customers and their needs.
can apply research data and methods in developing the customer experience. knows how to turn experiences into business opportunities.

Creating and developing profitable service and product selection in the hotels and restaurants using elements of experience.
The possibilities of using customer profiles in creating customer experiences.
The principals and methods of leading with knowledge in hospitality.

There is a great variety and diversity among the customers and their needs in hotels and restaurants, and therefore you need to do continuous development of the customer journey. In this course you will apply theory into practise and learn how to turn experiences into personalized customer journeys, sustainable and profitable business opportunities.

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.

Understands the importance of continuous development of the service experience in hotels and restaurants.
Understands the great diversity among the customers and their needs.
Understands the meaning of research data and methods in developing the customer experience and how to turn experiences into business opportunities.

Can analyse the customer journey and diversity in hotels and restaurants.
Can apply research data and methods in developing the customer experience. Can apply customer experiences and analyse their profitability.

Can evaluate the importance of continuous development of the service experience in hotels and restaurants.
Can evaluate and create the customer journey and its touchpoints.
Is able to evaluate diversity among the customers and their needs and exploit
research data and methos in developing the customer experience. Can create profitable customer experiences.