Study Guide

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.