RE6-1005 Innovation & Service

Contents and structure

Hospitality is all about making people feel welcome. This course focuses on the role you will have as a host, no matter what kind of business you will run like accommodation, restaurants, attractions, activities or other.

The course will include service, service delivery, "moment of truth", and communication. It will also give insight to challenges and possibilities within service and how to handle conflicts. In addition - focus on service quality from both the customer and business perspective.

Hospitality is all about interaction and co-operation between host and guests and this course will include how to be a good host, possibilities and challenges as a host in businesses and at a destination level as well as in crisis.

People from all over the world will meet in the tourism industry, both guests and staff and factors like cross cultural management will affect the service delivery og knowledge around this will be an important part.

Lectures and business visits.

This course will prepare the students for practical placements/internship and other courses later in the bachelor.

Learning Outcome

Knowledge

The student must

• Have broad knowledge of central issues, themes, theories, methods and tools within service, hosting and innovation.
• Acquire knowledge about research and development work within innovation and service, service quality and general operation of tourism businesses.
• Acquire knowledge about history, traditions, character and place in society for innovation and service. Within the chosen subject area acquire knowledge about central themes, issues, processes, tools and methods in use
• Have knowledge of internationalisation, resilience, technology and innovation as drivers in the work with service management skills

Skills

• Use professional knowledge of service management and innovation in factual, practical problems and solve these in the best possible way in a service and innovation context.
• Reflect on your own professional performance and adjust this in relation to guidance.
• Find, assess and refer to information and specialist material that addresses and solves issues within innovation and service and general operation of a tourism business.
• Master relevant tools, technology, techniques and forms of expression within innovation and service and with an overall international perspective.

General competence

• The student must be able to reflect on what the customers' expectations are for service and innovation, what the customers perceive as service and what customer satisfaction is.
• The student must be able to reflect on how to build customer relationships and develop a good service culture and good service employees, where innovation is an important part of the entire organizational culture.
• The student must be able to reflect on the relationship between customer and company in relation to reviews and ratings in digital channels.

Entry requirements

None

Recommended previous knowledge

Introduction to tourism

Teaching methods

Lectures, group work, case work, podcast, field work, study trips, guest lectures

Compulsory learning activities

Up to three assignments

Assessment

Individual home exam, 2 days.

Grade: A-F

Examination support material

All

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