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Hospitality Management and Customer Understanding (10 cr)

Code: PH00BN93-3003

General information


23.05.2022 - 29.05.2022


09.09.2022 - 16.12.2022

Number of ECTS credits allocated

10 op

RDI proportion

5 op

Mode of delivery

Contact teaching


Laurea Leppävaara, service


Laurea Leppävaara

Teaching languages

  • English


20 - 40

Degree programmes

  • Degree Programme in Hospitality Management and Service Design (PHA2), Laurea Leppävaara


  • Sini Setälä
  • Heidi Vähänikkilä

Teacher in charge

Sini Setälä


  • PHA222SN
    Degree Programme in Hospitality Management and Service Design, daytime studies, S22, Leppävaara


The student is able to
- define the services in the hospitality industry
- evaluate user-centered behaviour in different services in the hospitality field
- explore hospitality services in the international framework

Teaching methods

Lectures, project for an organization, presentations in class. There are individual and team assignments.

Learning materials and recommended literature

The material is available in Canvas.

Grading scale


Evaluation methods and criteria

grade 5
Students are able to:
• Apply professional concepts expertly.
• Comply with occupational safety instructions responsibly and independently.
• Justify activities using research knowledge.
• Work independently and take initiatives in line with objectives. Operations are often flexible, systematic, development-oriented, creative and active.
• Select the appropriate techniques and models for activities, and justify the choices.
• Act in customer-oriented ways and according to the situation.
• Promote group activities.
• Able to critically apply ethical principles in the subject field in one's conduct and tasks.
grade 3
Students are able to:
• Apply professional concepts systematically.
• Apply occupational safety instructions in their activities.
• Justify, compare and analyse their activities using general guidelines.
• Able to cope independently in different tasks in each operating environment.
• Apply acquired techniques and models diversely.
• Act professionally in customer situations.
• Work in a group in line with objectives.
• Justify their activities in accordance with ethical principles..
grade 1
Students are able to:
• Apply most important/individual and appropriate professional concepts, and indicate their familiarity with the knowledge base.
• Act safely, although activities are often schematic/ experimental/ fumbling/ self-involved.
• Comply with rules and instructions, and justify their activities using provided instructions.
• Act appropriately under guidance.
• Use acquired techniques and models.
• Take customers into account in their actions.
• Act as group members.
• Act in accordance with ethical principles.