Opinto-opas

Osaamistavoitteet

The student is able to
- appraise services, service encounters and service concepts in the leisure industry
- describe the role and value of personalized customer service
- identify the added value of a service from the user's perspective
- use different development models in designing a service concept

Toteutustapa ja opetusmenetelmät

The study unit consists of contact lectures (until 16 Oct), student's individual and reflective work. The most assignments are connected to the student's work-based learning period (10 ECTS, 267 hours, 21 Oct - 13 Dec; another 10 ECTS study unit). The study unit is part of the study module Vieraanvaraisuusosaaminen (Hospitality expertise).

Ajoitus ja läsnäolo

The contact session run until 16 Oct. The students are expected to take actively part in the class room exercises. The assignments will have to be completed by 13 Dec.
The students have the possibility to complete the study unit via e-learning methods, flexibly on the basis of place and time. E-learning solutions and individual execution and assignments of the course will be agreed with the teachers at the beginning of the study unit.

Oppimateriaali ja suositeltava kirjallisuus

The material will be announced at the beginning of the study unit. Also, the students will acquire and search for related information and material by themselves. Bring your own device (BYOD)!

Oppimisympäristö

The contact sessions will be arranged at the campus until 16 Oct. After that, the student completes the assignments by reflecting one's experiences and lessons learned at an authentic company.

Opiskelijan ajankäyttö ja kuormitus

The student's workload (5 ECTS, 133 h) consists of an orientative team project (20 h), contact sessions (40 h), individual work, exercises and assignments (70 h). Some assignments will have to be completed before the WBL period and some are meant to be completed during the WBL period.

Sisältö

This is an introductory course to key contents of tourism and hospitality management. The students learn about tourism and hospitality services, hospitality and customer service skills and user-oriented service concepts. The students get an overview of user- and customer-orientation as a competitive advantage. Also, they get to evaluate, model and visualize common service encounters and touch points as well as service concepts and their digital aspects in the tourism and hospitality industry. The study unit also deals with the concept of added value and how it is delivered and co-created in both physical and virtual service environments.
The study unit begins with an orientative team project. More information will follow on the orientation week of your studies in August '19. This is a compulsory group work ranging from the orientation week to 10 Sept.

Arviointimenetelmät

The student will be evaluated on the basis of one's a) knowledge and information retrieval skills, b) practical skills, and c) responsibility and team/leadership skills
The study unit includes both individual assignments and some group exercises. The study unit is connected to other introductory study units in the autumn 2019.

Arviointiasteikko

1-5

Hylätty (0)

The student is unable to meet the guidelines and requirements of the evaluation level 1.

Arviointikriteerit: taso 1: (arviointiasteikko 1-5)

On the basis of the Lahti UAS assessment framework:
The student is able to search tourism and hospitality management related information from various sources on a case-by-case basis.
The student is able to name and explain some of the professional tourism and hospitality management and customer service related concepts.
The student is able to apply acquired service appraisal and development techniques and work methods according to the guidelines and rules.
The student is able to perform individual tasks and work in a team in an appropriate way.
All assignments are completed in time and according to the guidelines.

Arviointikriteerit: taso 3 (arviointiasteikko 1-5)

On the basis of the Lahti UAS assessment framework (also including the level 1 requirements):
The student is able to identify the need for professional tourism and hospitality management and customer service related information and evaluate the relevance of the sources.
The student is able to apply different suitable service appraisal and development techniques and work methods in a consistent and argumentative way.
The student is able to perform in typical situations both alone and as a member of a team with a goal-oriented and user-oriented approach.

Arviointikriteerit: taso 5 (arviointiasteikko 1-5)

On the basis of the Lahti UAS assessment framework (also including the requirements of levels 1 and 3):
The student is able to find professional tourism and hospitality management and customer service related information and justify and reason one's choices.
The student is able to expertly and creatively apply and justify service appraisal and development techniques and work methods in professional situations.
The student is able to organize team activities and act appropriately with different audiences in different situations.