Study Guide

Objective

The student knows the specifics of service and service delivery. The student recognizes the customer's expectations and is able to choose a functional service situation as required. The student is able to apply the behaviors and culture required in working life and customer service and is able to operate in a multicultural operating environment. The student masters the basic skills of service and alcohol serving.

Content

- basics of customer service
- mainier and conduct culture
- different service systems
- basics of alcohol serving
- alcohol passport

Materials

Hemmi, M., Häkkinen, U. & Lahdenkauppi, M. Avec - Asiakaspalvelua ravintolassa. Helsinki: WSOY. Uusin painos.
Määttälä, S., Nuutila, J. & Saranpää, T. 2008. Juhlapalvelu - Suunnittela ja toteuta. Helsinki: WSOY.

Teaching methods

Lectures and assignments
Online exercises
Group work Mystery Chopping

Student workload

2 credits - 54 hours.

Evaluation scale

1-5

Assessment criteria, satisfactory (1)

The student understands characteristics of restaurant service, sales and customer behavior. The student understands both business and customer service etiquette. The student is aware of his or her own role as a service provider in a multicultural operating environment and identifies his or her own customer service capabilities. The student knows the basics of food service and alcohol serving.

Assessment criteria, good (3)

Students are able to classify specifics related to the production of services and customer behavior and are able to implement them in their activities. The student is able to take into account the working culture and customer service customs in his / her work. He is aware of his own role as a service provider in a multicultural operating environment and identifies his own customer service capabilities and is able to influence his own operations in the mentioned tasks. Student knows the basics of food service and alcohol serving well.

Assessment criteria, excellent (5)

The student is able to classify special features related to the provision of services and customer behavior and is able to apply them in his / her activities. The student is well aware of and takes into account the customary culture of working life and customer service in his / her work. He internalizes his / her responsible role as a service provider in a multicultural operating environment. The student knows the basic skills of serving and alcohol serving very well.

Assessment methods and criteria

Active participation, assignments