Study Guide

Learning outcomes

The student is able to
- describe the diversity of the hotel industry and the different earning logics in different types of hotels
- identify the customer’s experience of different customer groups and its meaning in the cooperation between different operations and functions
- manage the functions of different hotel service processes and price hotel products and services taking into account the requirements and profitability aspects of different distribution channels
- utilize GDS and PMS software in the day-to-day operations of the hotel and plan a shift list according to working conditions

Implementation and methods of teaching

This course is built around the five key stages of the guest experience – pre-arrival, check-in, stay, check-out and post-stay.
Students familiarize themselves with the PMS systems used by accommodation establishments and their various functions.
In addition, students learn to understand the importance of additional sales in support of the hotel's core service.

Timing and attendance

Online lectures (kickoff -lecture and last lecture onsite at Lappeenranta Campus)
Distance learning (individual and group assignments)

Compulsory attendance to the kickoff-lecture and last lecture. Active attendance during the lectures is part of the evaluation criteria.

Learning material and recommended literature

Materials presented in Howspace -learning platform and materials presented during lectures.

Alternative completion methods

Alternative ways to complete the course need to be individually discussed with the lecturer.

Working life cooperation

During the course student will get to know companies from the hotel industry and the learning assignments are closely related to the industry. There are also possible guest lecturers from the field of study.

Learning environment

Kick Off -lecture and last lecture at Lappeenranta Campus.

On Campus / Online learning sessions are organized according to detailed schedule presented in TimeEdit and Howspace.

Howspace -learning platform is used for this course.

Student time use and work load

The 5 credits of the course is approximately 135 hours of student work.
The course includes contact teaching approx. 50 hours. The student's independent and group work is in total 85h. Independent studying includes also familiarization with the course materials and other information search.

Contents

This course introduces national and international hotel business.

Student learns, how to operate in different hotel functions and how to use Property Management System (PMS) in the hotel's day-to-day operations.

Student familiarizes with the five key stages of the hotel guest journey, and learns to understand the importance of additional sales in support of the hotel's core service.

Additional information for students: previous knowledge etc.

No prior experience is required for this course.

Assessment criteria

Group and lecture assignments are evaluated accepted/failed. Individual assignments are evaluated on a scale 0-5. Active attendance during lectures is one part of the evaluation criteria.

Assessment scale

1-5

Failed (0)

Student hasn’t attended the lectures and has failed to deliver the required assignments.

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

Student has attended the lectures and group work. Student has delivered the minimum of 10 % of individual assignments (including the guest journey map).

Student can list the different parts of hotel operations and the five key stages of the guest experience. Student knows the concept of the PMS system provided.

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

Student has attended the lectures, the group work and has delivered the individual assignments.

Student can list the different parts of hotel operations and understand their core concept.

Student can list the five key stages of the guest experience and can with assistance operate the PMS system in them.

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

Student has participated actively in the lectures and group work. Student has delivered individual assignments.

Student can list the different parts of hotel operations and understand their core concept and value.

Student can describe the guest journey with the five key stages of the guest experience. Student understands the importance of additional sales in support of the hotel's core service.

Student knows how to operate the PMS system provided and knows how to apply additional sales during the five key stages of the guest experience.