•   Effective Leadership in Modern Hospitality HOS007RE1AE-3002 24.03.2025-16.05.2025  5   (HOST24A, ...) +-
    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
    Starting level and linkage with other courses
    HHOnline: Advanced level. (No previous studies needed and no binding connections to other courses.)
    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
    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.
    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