Effective Leadership in Modern Hospitality - Study guide

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

HHOnline: Advanced level. (No previous studies needed and no binding connections to other courses.)

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

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.

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.

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.

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.

This implementation is only for Strategic Hospitality Management students (HOST)

This is a self-study course and is connected to Haaga-Helia Online.
Student will independently study the course materials online (virtual).

Self-studying in HH Online: The participants are expected to watch all the video content under each module, acquaint themselves with additional materials provided, and then take the quizzes. Student need to pass each Module with 80% of correct answers. The quiz can be taken 3 times.

After passing each module in HHOnline, student will do the Final Exam in Moodle (a proctored (=remotely monitored) exam).

Study materials in Haaga-Helia Online: videos, articles and presentations.

This course is conected in Hospitality industyr. Examples are from international and Finnis companies.

Haaga Campus

The Final Exam in Moodle (a proctored (=remotely monitored) exam).
Exam is open 14.4.-16.5.2025

English

24.03.2025 - 16.05.2025

Haaga-Helia Online quizzes for studying, Proctored Moodle Exam for course grading.

20.03.2023 - 21.03.2023

Period 4 (2025)

HOST24A
VIRTUAL

Outi Rekola

15 - 40

HOST Strategic Hospitality Management

0.00 cr

5.00 cr

H-5