Today’s changing work environment and evolving new generations require new leadership tools. This course is ideal for service business supervisors, leaders, and managers to generate an encouraging, profitable and efficient service culture with comprehensive leadership methods.   It is highly valuable to any service business manager in order to facilitate change and improve company KPIs as well as to advanced university students who wish to deepen their knowledge of modern management and leadership.  

Course mode: Self-study

Course instructors:  Kalle Ruuskanen, Teppo Kolehmainen , Markku Silventoinen, Outi Rekola

Course material: 35 tutorial videos, over 2 h of video material, course booklet to support study progress, 4 quizzes, additional academic reading

Language: English

Level: Advanced

Course overview 

The Hospitality Industry is a broad category of fields within the service industry that includes food & beverage service, event planning, theme parks, travel and tourism, hotels, etc. The industry uses a diverse workforce, which includes a variety of positions that may or may not have a strong educational component. Understanding this diversity and human behavior in hospitality is vital not only with the employees but also with the changing customer behavior.   In this course, the participant will learn to develop organizational culture, employee experience, customer experience, and leadership. The participant will also learn to understand how change management can improve the company. The participant will be introduced to the contexts of the Experience Economy, psychological capital, DiSC® personality theory, and ADKAR change management model.  

Course objectives 

Upon successful completion of the course, the course participants will gain knowledge of the following:  

• Considering the diversity of employees and customers in the Hospitality industry as an enriching resource  
• Creating the right culture for employee and customer experience    
• Adopting the DiSC® method as a personal assessment tool  
• Understanding the importance of meaningful experience in customer experience and profitable business  
• Understanding change as an inevitable and enabling factor in an organisation’s success  
• Implementing change in the company with ADKAR methods  

Skills 

Upon completion of the course, the participant is able to :

• understand the importance of organizational culture in employee and customer experience 
• understand the human and psychological capital as key factors in the hospitality industry  
• increase customer satisfaction by using meaningful experiences in creating services 
• develop a sales process and customer satisfaction.
• understand the importance of KPIs (Key Performance Indicators)  
• understand customer experience and meaningful experience in increasing sales and making productive business
• create the right atmosphere for change and implement it successfully in the organisation

Course outline  

Module 1. Introductions 

• Course Introduction 
• Kalle Ruuskanen interviews Teemu Kokko 

Module 2. What to expect 

• Kalle Ruuskanen & Markku Silventoinen – Autopilot off 

Module 3. EX – Creating the right culture 

• Introduction 
• Leadership Triangle 
• Self-image 
• Self-leadership 
• Self-leadership; only when you acknowledge, you can make a choice 
• Iceberg 
• Beauty of diversity 
• Building trust 
• Attitude 
• 100 percent responsibility 
• Strong culture 
• Motivation employee engagement 
• Managerial roles: Manager, Leader, Coach 
• Motivation ability canvas 
• EX KPIs 

Module 4. CX – Anatomy of Customer Experience 

• Theory of Customer Experience 
• Managing Service Attitude 
• Meaningful Experiences 
• Customer path – before, during, and after 
• Loyalty and frequency 
• KPIs 

Module 5. €x2 – Sales 

• Planning and setting goals 
• Golden question, perfect partner, power of suggestion 
• KPIs AiX 

Module 6. Change Management 

• Introduction 
• Individual change 
• ADKAR Model 
• Missing change elements 
• Applications of ADKAR 
• System, systematicy, symbols 
• KPIs 
• ADKAR as a leadership tool 

Why start studying now? 

”Managing things – leading people” –this old saying is still valid in any business environment, but the tools have changed. How do you motivate people, how do you make sure they create profit for the company? How are you able to increase your profit margin, while keeping the staff and customers happy? Effective Leadership gives you tools for the job. Grow as a leader; increase profits and improve your customer satisfaction. Understanding this equation and making it work for you are essential skills in running any business. The course will open doors to new responsibilities and facilitate your journey as a leader. Do not waste a minute – start your new leadership career today!

How do I purchase the course? 

You may buy the course by adding it to the shopping cart on this page. You can pay with a credit card, bank transfer, or in company purchases request for an invoice. You will receive an e-mail confirmation of your order. It contains all relevant data on your purchase. If you’re ordering the course for multiple users, you will be contacted after your purchase. Credentials to each user will be sent via personal email after verification of your payment. If you make a company purchase and wish to be billed, you will be contacted. You will receive your credentials to use the course upon payment of the bill. If you have any questions or inquiries, please contact us at online@haaga-helia.fi

How do I get access to the materials and for how long do I have to finish the course? 

After we have verified your payment, you will be sent credentials for the log-in to the learning environment, where you will conduct your studies. In the learning environment, you will find all your study materials, which are available for you for 9 months. You may study at your own pace and return to study materials at any time you wish.

Welcome to the course!

Meet your course instructors