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
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.
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
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
Module 1. Introductions
Kalle Ruuskanen interviews Teemu Kokko
Module 2. What to expect
Kalle Ruuskanen & Markku Silventoinen – Autopilot off
Module 3. EX – Creating the right culture
Self-leadership; only when you acknowledge, you can make a choice
Beauty of diversity
100 percent responsibility
Motivation employee engagement
Managerial roles: Manager, Leader, Coach
Motivation ability canvas
Module 4. CX – Anatomy of Customer Experience
Theory of Customer Experience
Managing Service Attitude
Customer path – before, during, and after
Loyalty and frequency
Module 5. €x2 – Sales
Planning and setting goals
Golden question, perfect partner, power of suggestion
Module 6. Change Management
Missing change elements
Applications of ADKAR
System, systematicy, symbols
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 firstname.lastname@example.org
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
Kalle is one of the leading experts in customer experience and change management in the Nordic countries. He has more than two decades of experience in massive change projects and leading international super brands as well as creating classics. His passion is to enrich customer experience and to shape winning cultures.
Markku is a very experienced trainer and a specialist when it comes to leadership and change. Markku´s passion is to create environments where everyone wants to do their best. This is the way to get a competitive edge from people. Markku always has a lot of new ideas and he is willing to move his own borders and challenges the customers to do the same in order to reach something unique.
Teppo is an experienced business consultant who is enthusiastic about Change Management. He has brought Prosci, the global leader in Change Management to Finland. Teppo is a Prosci trained Change Management Instructor, Consultant and Trainer.
Outi has a career in the Restaurant industry holding several positions for over 20 years. She is Master of Sciences in Consumer Economics and currently working in Haaga-Helia as Restaurant Business Senior Lecturer.