Managing Customer Experience in Hotels and Restaurants (5 op)

Are you interested in developing a customer experience? This course focuses on customer journeys and development of the service experience in hotels and restaurants.

This course is part of Haaga-Helia UAS’ study offering.

Key words

service experience, hotels, restaurants, customer journey

Enrollment

Enroll for this course on Peppi/Pakki. You can find the course with code HOS020AS3AE-3003.

Schedule

Enrollment period: 15th of May – 23th of May 2024

Late enrollment: 3rd of June – 18th of October

Schedule: 21st of October – 13th of December 2024 | Scheduled independent virtual studies

Learning platform: Haaga-Helia’s Moodle, log in with Haaga-Helia user ID | If you do not have active Haaga-Helia user ID, you will receive it after the enrollment period.

Course content

In this course you will get familiar with:

  • creating and developing profitable service and product selection in the hotels and restaurants using elements of experience
  • the possibilities of using customer profiles in creating customer experiences
  • the principals and methods of leading with knowledge in hospitality.

After having completed this course, the student:

  • understands the importance of continuous development of the service experience in hotels and restaurants
  • can analyse the customer journey and its touchpoints
  • understands the great diversity among the customers and their needs
  • can apply research data and methods in developing the customer experience
  • knows how to turn experiences into business opportunities.

A more detailed course description can be read in the Haaga-Helia’s Study Guide.

Teachers

Markus Kauppinen (Haaga-Helia), Outi Rekola (Haaga-Helia)

This course belongs to these themes:

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