Producing Service ExperienceLaajuus (10 cr)
Code: AL00CB09
Credits
10 op
Objective
The student is able to
-specify the business and service concept and its key characteristics and operating principles
-form a holistic overview of the operational environment of the tourism and hospitality industry
-act as a sales-oriented and responsible customer service person in operative work and service roles typical of tourism business, and observe required safety and quality standards
-illustrate the key operations in the tourism, accommodation and restaurant and hospitality and event business
-identify and point out topical issues and development challenges and trends in the field and discuss the economic impact of the industry regionally, nationally and internationally
- model tourism and hospitality business and services from a customer's perspective
-evaluate one’s own learning, strengths and development needs
Enrollment
20.11.2024 - 03.01.2025
Timing
14.01.2025 - 16.05.2025
Number of ECTS credits allocated
10 op
Mode of delivery
Contact teaching
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lahti Campus
Teaching languages
- Finnish
Seats
20 - 40
Degree programmes
- Bachelor's Degree Programme in Hospitality Management, Tourism and Event Management (in Finnish)
Teachers
- Mika Nikula
- Hanna-Mari Karhinen
Scheduling groups
- Luennot (Size: 0. Open UAS: 0.)
- Harjoitukset (Size: 0. Open UAS: 0.)
Groups
-
LLTIMATLI24S
Small groups
- Lecture
- Harjoitukset
Learning outcomes
The student is able to
-specify the business and service concept and its key characteristics and operating principles
-form a holistic overview of the operational environment of the tourism and hospitality industry
-act as a sales-oriented and responsible customer service person in operative work and service roles typical of tourism business, and observe required safety and quality standards
-illustrate the key operations in the tourism, accommodation and restaurant and hospitality and event business
-identify and point out topical issues and development challenges and trends in the field and discuss the economic impact of the industry regionally, nationally and internationally
- model tourism and hospitality business and services from a customer's perspective
-evaluate one’s own learning, strengths and development needs
Implementation and methods of teaching
The student is able to
-specify the business and service concept and its key characteristics and operating principles
-form a holistic overview of the operational environment of the tourism and hospitality industry
-act as a sales-oriented and responsible customer service person in operative work and service roles typical of tourism business, and observe required safety and quality standards
-illustrate the key operations in the tourism, accommodation and restaurant and hospitality and event business
-identify and point out topical issues and development challenges and trends in the field and discuss the economic impact of the industry regionally, nationally and internationally
- model tourism and hospitality business and services from a customer's perspective
-evaluate one’s own learning, strengths and development needs
Timing and attendance
Students actively participate in theory lessons and complete the assigned individual and group assignments.
In addition, the student will work at the Salpausselkä skigames and the Continental Cup in March 2025.
Learning material and recommended literature
Material provided by the teachers during the course.
Alternative completion methods
No alternative ways of implementation.
Working life cooperation
The theoretical part of the course introduces you to customer experience and service through real-life examples from the working world.
The first year of studies includes one compulsory practical placement, which this year will be carried out in conjunction with the Salpauselkä Ski games. This will give you the opportunity to get to know the organisation of an event and to do some of the work specific to the sector - learning by doing. During the event, you will make contacts and network with different actors.
The total workload of the enterprise module is 5 credits, i.e. about 135 hours of student work including reports. The enterprise period includes work placements at the Salpausselkä skigames and company visits. In addition to the work assigned by the company, it is important that you are able to observe and apply in practice what you have learned during the course. At the end of the enterprise period, you will reflect on what you have learned in a report and reflect on the strengthening of your own professional skills.
Exam retakes
No alternative ways to perform.
Learning environment
Learning environments include campus and online environments as well as industry companies and events.
Assessment scale
1-5
Enrollment
20.11.2023 - 05.01.2024
Timing
16.01.2024 - 30.04.2024
Number of ECTS credits allocated
10 op
Mode of delivery
Contact teaching
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lahti Campus
Teaching languages
- Finnish
Seats
20 - 50
Degree programmes
- Bachelor's Degree Programme in Hospitality Management, Tourism and Event Management (in Finnish)
Teachers
- Mika Nikula
- Hanna-Mari Karhinen
Scheduling groups
- Luennot (Size: 0. Open UAS: 0.)
- Salpausselän kisat (Size: 0. Open UAS: 0.)
Groups
-
LLTIMATLI23S
Small groups
- Lecture
- Salpausselän kisat
Learning outcomes
The student is able to
-specify the business and service concept and its key characteristics and operating principles
-form a holistic overview of the operational environment of the tourism and hospitality industry
-act as a sales-oriented and responsible customer service person in operative work and service roles typical of tourism business, and observe required safety and quality standards
-illustrate the key operations in the tourism, accommodation and restaurant and hospitality and event business
-identify and point out topical issues and development challenges and trends in the field and discuss the economic impact of the industry regionally, nationally and internationally
- model tourism and hospitality business and services from a customer's perspective
-evaluate one’s own learning, strengths and development needs
Assessment scale
1-5
Enrollment
20.11.2023 - 05.01.2024
Timing
08.01.2024 - 25.02.2024
Number of ECTS credits allocated
10 op
Mode of delivery
Contact teaching
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lappeenranta Campus
Teaching languages
- Finnish
Seats
20 - 50
Degree programmes
- Bachelor's Degree Programme in Hotel and Restaurant Management (in Finnish)
Teachers
- Ann-Mari Karvinen
- Ilkka Lehtola
- Jukka Moilanen
Scheduling groups
- Luennot 1 (Size: 0. Open UAS: 0.)
- Harjoitukset 1 (Size: 0. Open UAS: 0.)
- Opintokäynti/ekskursio 1 (Size: 0. Open UAS: 0.)
Groups
-
LLPRHOTRA23S
Small groups
- Lecture 1
- Practice 1
- Excursion 1
Learning outcomes
The student is able to
-specify the business and service concept and its key characteristics and operating principles
-form a holistic overview of the operational environment of the tourism and hospitality industry
-act as a sales-oriented and responsible customer service person in operative work and service roles typical of tourism business, and observe required safety and quality standards
-illustrate the key operations in the tourism, accommodation and restaurant and hospitality and event business
-identify and point out topical issues and development challenges and trends in the field and discuss the economic impact of the industry regionally, nationally and internationally
- model tourism and hospitality business and services from a customer's perspective
-evaluate one’s own learning, strengths and development needs
Assessment scale
1-5
Enrollment
21.11.2022 - 08.01.2023
Timing
16.01.2023 - 15.05.2023
Number of ECTS credits allocated
10 op
Mode of delivery
Contact teaching
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lahti Campus
Teaching languages
- Finnish
Degree programmes
- Bachelor's Degree Programme in Hospitality Management, Tourism and Event Management (in Finnish)
Teachers
- Kirsi Kallioniemi
- Sami Heikkinen
- Lotta Toivonen
- Hanna-Mari Karhinen
Scheduling groups
- Kenttä 1 (Size: 0. Open UAS: 0.)
- Opintokäynti/ekskursio 1 (Size: 0. Open UAS: 0.)
- Seminaari 1 (Size: 0. Open UAS: 0.)
- Luennot 1 (Size: 0. Open UAS: 0.)
- Luennot 1 (Size: 0. Open UAS: 0.)
- Verkkoluento (Size: 0. Open UAS: 0.)
- Harjoitukset (Size: 0. Open UAS: 0.)
Groups
-
LLTIMATLI22S
Small groups
- Kenttä 1
- Opintokäynti/ekskursio 1
- Seminaari 1
- Luennot 1
- Luennot 1
- Verkkoluento 1
- Harjoitukset 1
Learning outcomes
The student is able to
-specify the business and service concept and its key characteristics and operating principles
-form a holistic overview of the operational environment of the tourism and hospitality industry
-act as a sales-oriented and responsible customer service person in operative work and service roles typical of tourism business, and observe required safety and quality standards
-illustrate the key operations in the tourism, accommodation and restaurant and hospitality and event business
-identify and point out topical issues and development challenges and trends in the field and discuss the economic impact of the industry regionally, nationally and internationally
- model tourism and hospitality business and services from a customer's perspective
-evaluate one’s own learning, strengths and development needs
Assessment scale
1-5
Enrollment
21.11.2022 - 08.01.2023
Timing
09.01.2023 - 31.05.2023
Number of ECTS credits allocated
10 op
Mode of delivery
Contact teaching
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lappeenranta Campus
Teaching languages
- Finnish
Degree programmes
- Bachelor's Degree Programme in Hotel and Restaurant Management (in Finnish)
Teachers
- Ann-Mari Karvinen
- Lari-Pekka Ruotsi
- Ilkka Lehtola
- Jukka Moilanen
Scheduling groups
- Luennot 1 (Size: 0. Open UAS: 0.)
- Harjoitukset 1 (Size: 0. Open UAS: 0.)
Groups
-
LLPRHOTRA22S
Small groups
- Luennot 1
- Harjoitukset 1
Learning outcomes
The student is able to
-specify the business and service concept and its key characteristics and operating principles
-form a holistic overview of the operational environment of the tourism and hospitality industry
-act as a sales-oriented and responsible customer service person in operative work and service roles typical of tourism business, and observe required safety and quality standards
-illustrate the key operations in the tourism, accommodation and restaurant and hospitality and event business
-identify and point out topical issues and development challenges and trends in the field and discuss the economic impact of the industry regionally, nationally and internationally
- model tourism and hospitality business and services from a customer's perspective
-evaluate one’s own learning, strengths and development needs
Assessment scale
1-5
Enrollment
19.11.2021 - 09.01.2022
Timing
11.01.2022 - 15.05.2022
Number of ECTS credits allocated
10 op
Mode of delivery
Contact teaching
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lahti Campus
Teaching languages
- Finnish
Seats
0 - 45
Degree programmes
- Bachelor's Degree Programme in Hospitality Management, Tourism and Event Management (in Finnish)
Teachers
- Kirsi Kallioniemi
- Sami Heikkinen
- Lotta Toivonen
- Hanna-Mari Karhinen
Scheduling groups
- Luennot 1 (Size: 45. Open UAS: 0.)
- Seminaari 1 (Size: 45. Open UAS: 0.)
- Verkkoluento 1 (Size: 45. Open UAS: 0.)
- Kenttä 1 (Size: 45. Open UAS: 0.)
Groups
-
LLTIMATLI21S
Small groups
- Seminaari 1
- Verkkoluento 1
- Kenttä 1
Learning outcomes
The student is able to
-specify the business and service concept and its key characteristics and operating principles
-form a holistic overview of the operational environment of the tourism and hospitality industry
-act as a sales-oriented and responsible customer service person in operative work and service roles typical of tourism business, and observe required safety and quality standards
-illustrate the key operations in the tourism, accommodation and restaurant and hospitality and event business
-identify and point out topical issues and development challenges and trends in the field and discuss the economic impact of the industry regionally, nationally and internationally
- model tourism and hospitality business and services from a customer's perspective
-evaluate one’s own learning, strengths and development needs
Assessment scale
1-5
Enrollment
19.11.2021 - 09.01.2022
Timing
10.01.2022 - 11.03.2022
Number of ECTS credits allocated
10 op
Mode of delivery
Contact teaching
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lappeenranta Campus
Teaching languages
- Finnish
Degree programmes
- Bachelor's Degree Programme in Hotel and Restaurant Management (in Finnish)
Teachers
- Ann-Mari Karvinen
- Ilkka Lehtola
- Jukka Moilanen
Scheduling groups
- Harjoitus R 1 (Size: 0. Open UAS: 0.)
Groups
-
LLPRHOTRA21S
Small groups
- Harjoitus R 1
Learning outcomes
The student is able to
-specify the business and service concept and its key characteristics and operating principles
-form a holistic overview of the operational environment of the tourism and hospitality industry
-act as a sales-oriented and responsible customer service person in operative work and service roles typical of tourism business, and observe required safety and quality standards
-illustrate the key operations in the tourism, accommodation and restaurant and hospitality and event business
-identify and point out topical issues and development challenges and trends in the field and discuss the economic impact of the industry regionally, nationally and internationally
- model tourism and hospitality business and services from a customer's perspective
-evaluate one’s own learning, strengths and development needs
Assessment scale
1-5