ESOPExchange Students from Overseas Program

This course is designed to provide the fundamental concepts and understanding of hospitality by introducing how hospitality is practiced in different industries in Japan and discussing the key elements necessary in the pursuit of hospitality. At the end of the course, based on their gained knowledge and insight, students will have the opportunity to explore new possibilities and approaches to the hospitality in the future.

By the end of the course, students should be able to do the following.
①Develop comprehensive understanding of hospitality and hospitality management
②Understand hospitality from multiple perspectives of customers, employees and management through case studies.
③Express their own ideas about hospitality in the future based on what they have learned through this course.

英語 / English

The course will consist of lectures and group works.
Each student is required to participate actively in group discussion about each topic and submit reflection papers. Feedback is given orally in the next class.
Each student is required to prepare for giving final presentation as a team.

あり / Yes

なし / No

授業形態/methods of teaching：対面/face to face

※各回の授業形態は予定です。教員の指示に従ってください。

1[対面/face to face]：Introduction

Overview of the course
(purpose, objectives, outline, and evaluation policy of the course)

2[対面/face to face]：What is hospitality?

Definition of hospitality
(concepts of service, hospitality and omotenashi)

3[対面/face to face]：Case study①　Airlines

Basic knowledge of airline industry
Three elements that compose the service (hardware, software and human)

4[対面/face to face]：Case study② Airlines

Japan Airlines’ hospitality (safety, philosophy, and brand)

5[対面/face to face]：Case study③　Hotel and Japanese inns

Hospitality of luxury hotels and employee empowerment
Omotenashi in Japanese inns

6[対面/face to face]：Case study④ Theme park

Human resource development and employee satisfaction at theme parks

7[対面/face to face]：What is hospitality management?

Summary of organizational management for hospitality (human resource development, empowerment, leadership etc.)

8[対面/face to face]：Safety and hospitality

Safety that supports hospitality and human competency that supports safety

9[対面/face to face]：Practice of hospitality

Basics of customer service (personal appearance, facial expressions and eye contact, greeting,
deportment, communication)
Complaint handling

10[対面/face to face]：ESG management and hospitality

Importance of ESG perspectives in hospitality (environmental consideration, DEI, compliance)

11[対面/face to face]：Technology in the hospitality field

Use of technology in hospitality industry,
Collaboration between humans and AI

12[対面/face to face]：Group work

Group discussion to prepare for the presentation

13[対面/face to face]：Group presentation

Presentation by each group

14[対面/face to face]：Wrap-up

Review of the presentation and the entire course

Students are expected to:
•attend each class session,
•complete all assigned readings, exercises and problems,
•be prepared to answer questions and take an active and constructive role in discussions and group work.
•write reflection paper after each class meeting and submit it

For some classes, you will be asked brief questions before, during, and at the end of class.
Pre-class exercises are designed to let you know what topics will be covered in the coming class.
In-class exercises are designed to check your understanding what is covered in class and may constitute a portion of class participation points.
Post class exercises are in the form of homework assignment and subject to grading.
The average study time outside of class per week would be roughly 4 hours.

No textbook will be used.

Reference materials on each topic will be introduced by lecturer during the class.

Grading will be decided based on class participation, mid-term report and group presentation.
Class participation includes active participation in group discussions in class and submit reflection paper after each class.

Final grade will be calculated according to the following process:
1)Class participation(including submission of reflection paper):30%
2)Mid-term report:40%
3)Group presentation:30%

From the content of the students 'presentations and reports, it was found that they were interested in social issues such as environmental consideration, regional revitalization, and cultural preservation of ethnic minorities. Therefore, we would like to incorporate a lecture on ESG management, which our company is focusing on, into this course in a way that relates it to hospitality.

To be announced if any