•   Managing Customer Experience in Hotels and Restaurants HOS020AS3AE-3004 12.01.2026-13.03.2026  5   (REE4HA1, ...) +-
    Learning objectives
    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.
    Contents
    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.
    Assessment criteria
    Assessment criteria - grade 1
    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.
    Assessment criteria - grade 3
    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.
    Assessment criteria - grade 5
    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.
    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