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 – activities before guests arrive, arrival and check-in, the stage of the customer's stay at the hotel and departure and check-out.
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 lessons (kick off -lesson and last lesson onsite at Lappeenranta Campus)
Distance learning (individual and group assignments)

Learning material and recommended literature

Course material will be named by the lecturer during the kick off -lessons

Student time use and work load

The scope of the course is 5 credits, which corresponds to approximately 120 student working hours

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 has delivered the minimun 10 % of group and individual assignments.

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 and has delivered the group and 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 delivered the group and 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.