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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