Study Guide

Learning outcomes

Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service

Implementation and methods of teaching

This course is taught in class.

The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.

Assignments will be done both individually and in groups, and often will include both written and spoken parts.

Timing and attendance

Spring term of 2025. Regular attendance on at least 80% of the lessons is required. The course will require cooperation and teamwork, freeloading will not be tolerated.

Learning material and recommended literature

Material provided by the teacher through Moodle.

Alternative completion methods

To be discussed on a case-by-case basis.

Learning environment

In-class lessons, assignments and theory material through Moodle.

Student time use and work load

5 ECTS, equivalent to 135 hours of work. 14 lessons (á 90 minutes) throughout the spring term.

Contents

Current topics of relevance to the hospitality field:

- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)

- managing your staff (communication with your employees)

- events organization (event management, stages of event planning, communication with vendors)

- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)

- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)

In addition to the above, a student is expected to participate in a group project.

Additional information for students: previous knowledge etc.

The course is taught at a B2 level according to the Common European Framework. 

Assessment criteria

The course is evaluated on the basis of continuous assessment.

Active participation in all course activities impacts the course grade.

Assessment scale

1-5

Failed (0)

The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.

Assessment criteria: level 1 (assessment scale 1–5)

The student has a satisfactory knowledge of the course content.

The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.

Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.

Assessment criteria: level 3 (assessment scale 1–5)

The student has a good knowledge of the course content.

The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.

Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.

Assessment criteria: level 5 (assessment scale 1–5)

The student has an excellent knowledge of the course content.

The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.

Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.

Learning outcomes

The student is able to
-form an overview of the tourism and hospitality industry as a whole
-describe the role and importance of different operations and contents of the field in the customer’s experience
-illustrate and model a customer’s experience
-evaluate and develop one’s own service skills and competences in appropriate, field-specific tasks
-operate productively in creation of the customer’s experience, as a part of a customer-oriented service entity and its different phases
-explain the key field-specific and work-related laws and regulations and the significance of safety in the industry

Implementation and methods of teaching

Learning outcomes of the course
The student is able to
-understand the tourism and hospitality industry
-describe the importance of the different operations, activities and contents of customer experience
-model the customer experience
-evaluate and develop own service skills in different situations
-operate effectively as part of a customer-oriented service at different stages of the process
-understand the laws and regulations governing the tasks and activities specific to the sector and the importance of safety in the sector
-know the laws and regulations concerning serving alcohol beverages

This course introduces the tourism and hospitality sector, programme services and events from different perspectives. The lectures will be mainly on Campus. Some parts of the course may be taught online. The course includes mainly group assignments.

The course also covers the basics of 3D- modelling for 1 credit.

Timing and attendance

The course starts in calendar week 37 and ends in calendar week 49.
Active attendance to the contact lessons is one of the evaluation criteria of the course. Contact lessons will not be recorded.

Learning material and recommended literature

Course material from Moodle and other material assigned by the teachers.

Alternative completion methods

There are no optional ways to complete the course.

Working life cooperation

During the course, you will get to know and possibly also visit companies from the industry.

Learning environment

The course includes contact lectures at campus, possibly online lectures, and independent and group assignments.

Student time use and work load

The 10 credits of the course is approx. 270 hours of student work.
The course includes contact teaching, online teaching or webinars, visits in total of 170 h. The student's independent or group work is in total 100 h. Independent studying includes also familiarization with the course materials and other information research.

Contents

The course provides an overview of the hospitality industry: tourism, accommodation, restaurants and events. Students will learn about customer service and customer relations, as well as the industry's operational environments and its different operations. Students will familiarize with the laws and regulations concerning serving alcohol beverages.

Additional information for students: previous knowledge etc.

No prior experience is required for this course.

Assessment criteria

Group learning tasks are evaluated on a scale of 1-5.
Peer-review of group assignments are evaluated on a scale of 1-5.
Attendance in class is one evaluation criteria.
In addition, completion of the course requires:
Approved completion of other assignments related to the course.

Assessment scale

1-5

Failed (0)

Fail (0) The learning tasks do not meet the objectives and the report does not reflect the guidelines. The report does not reflect the business environment, customers and market situation of the tourism, hospitality and event industries. The student has attended less than 50% of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

Assessment criteria: level 1 (assessment scale 1–5)

The learning tasks were partially and only slightly in line with the instructions given.
The content of the reports is only partially in line with the instructions given. The content of the reports is partly inadequate.
The student has attended at least 50% of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

Assessment criteria: level 3 (assessment scale 1–5)

Good (4,3): The learning task has partly followed the instructions given and the content of the reports partly complies with the instructions given. The content of the reports partly reflects the tourism sector.
The content of the reports partially describes the business environment, customers and market situation of the tourism, hospitality or events industry. The student has attended at least 70% of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

Assessment criteria: level 5 (assessment scale 1–5)

Excellent (5): the learning task has followed the instructions given and the content of the reports is in line with the instructions given. The content of the reports shows the business environment, customers and market situation of the tourism, hospitality, programme services or events industry. The student has attended all of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

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

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

Learning outcomes

Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service

Implementation and methods of teaching

This course is taught in class.

The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.

Assignments will be done both individually and in groups, and often will include both written and spoken parts.

Timing and attendance

Spring term of 2025. Regular attendance on at least 80% of the lessons is required. The course will require cooperation and teamwork, freeloading will not be tolerated.

Learning material and recommended literature

Material provided by the teacher through Moodle.

Alternative completion methods

To be discussed on a case-by-case basis.

Learning environment

In-class lessons, assignments and theory material through Moodle.

Student time use and work load

5 ECTS, equivalent to 135 hours of work. 14 lessons (á 90 minutes) throughout the spring term.

Contents

Current topics of relevance to the hospitality field:

- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)

- managing your staff (communication with your employees)

- events organization (event management, stages of event planning, communication with vendors)

- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)

- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)

In addition to the above, a student is expected to participate in a group project.

Additional information for students: previous knowledge etc.

The course is taught at a B2 level according to the Common European Framework. 

Assessment criteria

The course is evaluated on the basis of continuous assessment.

Active participation in all course activities impacts the course grade.

Assessment scale

1-5

Failed (0)

The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.

Assessment criteria: level 1 (assessment scale 1–5)

The student has a satisfactory knowledge of the course content.

The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.

Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.

Assessment criteria: level 3 (assessment scale 1–5)

The student has a good knowledge of the course content.

The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.

Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.

Assessment criteria: level 5 (assessment scale 1–5)

The student has an excellent knowledge of the course content.

The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.

Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.

Learning outcomes

The student is able to
-form an overview of the tourism and hospitality industry as a whole
-describe the role and importance of different operations and contents of the field in the customer’s experience
-illustrate and model a customer’s experience
-evaluate and develop one’s own service skills and competences in appropriate, field-specific tasks
-operate productively in creation of the customer’s experience, as a part of a customer-oriented service entity and its different phases
-explain the key field-specific and work-related laws and regulations and the significance of safety in the industry

Implementation and methods of teaching

Learning outcomes of the course
The student is able to
-understand the tourism and hospitality industry
-describe the importance of the different operations, activities and contents of customer experience
-model the customer experience
-evaluate and develop own service skills in different situations
-operate effectively as part of a customer-oriented service at different stages of the process
-understand the laws and regulations governing the tasks and activities specific to the sector and the importance of safety in the sector
-know the laws and regulations concerning serving alcohol beverages

This course introduces the tourism and hospitality sector, programme services and events from different perspectives. The lectures will be mainly on Campus. Some parts of the course may be taught online. The course includes mainly group assignments.

The course also covers the basics of 3D- modelling for 1 credit.

Timing and attendance

The course starts in calendar week 37 and ends in calendar week 49.
Active attendance to the contact lessons is one of the evaluation criteria of the course. Contact lessons will not be recorded.

Learning material and recommended literature

Course material from Moodle and other material assigned by the teachers.

Alternative completion methods

There are no optional ways to complete the course.

Working life cooperation

During the course, you will get to know and possibly also visit companies from the industry.

Learning environment

The course includes contact lectures at campus, possibly online lectures, and independent and group assignments.

Student time use and work load

The 10 credits of the course is approx. 270 hours of student work.
The course includes contact teaching, online teaching or webinars, visits in total of 170 h. The student's independent or group work is in total 100 h. Independent studying includes also familiarization with the course materials and other information research.

Contents

The course provides an overview of the hospitality industry: tourism, accommodation, restaurants and events. Students will learn about customer service and customer relations, as well as the industry's operational environments and its different operations. Students will familiarize with the laws and regulations concerning serving alcohol beverages.

Additional information for students: previous knowledge etc.

No prior experience is required for this course.

Assessment criteria

Group learning tasks are evaluated on a scale of 1-5.
Peer-review of group assignments are evaluated on a scale of 1-5.
Attendance in class is one evaluation criteria.
In addition, completion of the course requires:
Approved completion of other assignments related to the course.

Assessment scale

1-5

Failed (0)

Fail (0) The learning tasks do not meet the objectives and the report does not reflect the guidelines. The report does not reflect the business environment, customers and market situation of the tourism, hospitality and event industries. The student has attended less than 50% of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

Assessment criteria: level 1 (assessment scale 1–5)

The learning tasks were partially and only slightly in line with the instructions given.
The content of the reports is only partially in line with the instructions given. The content of the reports is partly inadequate.
The student has attended at least 50% of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

Assessment criteria: level 3 (assessment scale 1–5)

Good (4,3): The learning task has partly followed the instructions given and the content of the reports partly complies with the instructions given. The content of the reports partly reflects the tourism sector.
The content of the reports partially describes the business environment, customers and market situation of the tourism, hospitality or events industry. The student has attended at least 70% of the contact lectures.

Lecture assignments will be evaluated accepted/failed.

Assessment criteria: level 5 (assessment scale 1–5)

Excellent (5): the learning task has followed the instructions given and the content of the reports is in line with the instructions given. The content of the reports shows the business environment, customers and market situation of the tourism, hospitality, programme services or events industry. The student has attended all of the contact lectures.

Lecture assignments will be evaluated accepted/failed.