Observations at: Russian celebration in "Anttolanhovi"
Efimova, Victoria (2014)
Efimova, Victoria
Mikkelin ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014112817298
https://urn.fi/URN:NBN:fi:amk-2014112817298
Tiivistelmä
Finland is the top direction for Russian tourists. Russian tourists introduce great deal finances in Finnish econo- my altogether and big beneficial opportunities for each Finnish organization. The thesis is concentrated on the particular place of hospitality business in Finland and satisfaction of Russian customers in the period of the highest demand. The place for organizing the research was chosen very unique and luxury – the hotel “Antto- lanhovi”, which has big popularity between Russian customers.
The thesis emphasizes importance of well connection between personnel and foreign customers, understanding expectations of Russian customers for Finnish organizations, significance of high quality event organization at the period of the highest demand and necessity of leading and controlling skills during all events last on an ex- ample of the hotel “Anttolanhovi”. Furthermore, the thesis identifies spheres for improvements in the hotel, appeals to Russian customers’ opinion and finds out the hotel employees’ forwardness to make changes. The thesis process is required and commissioned by the “Anttolanhovi” management and can have useful influence on future work of the hotel, what is the main goal of the thesis.
The theoretical part of the thesis supports the idea of the thesis to be useful for Finnish organization. It concen- trates on specifics field as organizing winter event for Russians in Finland in theory and presents the key charac- teristics of this subject and topics, which are involved in the process of organizing events. It finds out classical scientific literature about management and hospitality business and modern articles about communication be- tween the two countries. The theoretical background exposes organization of events for foreign customers, eco- nomical dependence of customers’ satisfaction, Russian understanding of travel and Finnish offers in tourism. Moreover, there is knowledge about techniques to motivate personnel, to satisfy customers and to increase prof- it.
The practical part of the thesis works concretely with the winter 2014 events. It identifies Russian customers’ expectations, analyzes causes of negative and positive results and presents future winter events as the best sphere for improvements. Interview, observation and analysis of the questionnaire were chosen as research methods, because of the direct contact with the participants of the process from both sides – service producers and consumers. The thesis ends with planning chapter. The last chapter presents a list of suggestions for future winter events how to satisfy Russian customers. Suggestions are based on customers’ interview answers and theoretical background of the thesis. Suggestions draw attention to list of the most important points and some little things, which compose the full picture of events. They also remove mistakes after events 2014 and offer a few more useful ideas in organizing future events.
The thesis emphasizes importance of well connection between personnel and foreign customers, understanding expectations of Russian customers for Finnish organizations, significance of high quality event organization at the period of the highest demand and necessity of leading and controlling skills during all events last on an ex- ample of the hotel “Anttolanhovi”. Furthermore, the thesis identifies spheres for improvements in the hotel, appeals to Russian customers’ opinion and finds out the hotel employees’ forwardness to make changes. The thesis process is required and commissioned by the “Anttolanhovi” management and can have useful influence on future work of the hotel, what is the main goal of the thesis.
The theoretical part of the thesis supports the idea of the thesis to be useful for Finnish organization. It concen- trates on specifics field as organizing winter event for Russians in Finland in theory and presents the key charac- teristics of this subject and topics, which are involved in the process of organizing events. It finds out classical scientific literature about management and hospitality business and modern articles about communication be- tween the two countries. The theoretical background exposes organization of events for foreign customers, eco- nomical dependence of customers’ satisfaction, Russian understanding of travel and Finnish offers in tourism. Moreover, there is knowledge about techniques to motivate personnel, to satisfy customers and to increase prof- it.
The practical part of the thesis works concretely with the winter 2014 events. It identifies Russian customers’ expectations, analyzes causes of negative and positive results and presents future winter events as the best sphere for improvements. Interview, observation and analysis of the questionnaire were chosen as research methods, because of the direct contact with the participants of the process from both sides – service producers and consumers. The thesis ends with planning chapter. The last chapter presents a list of suggestions for future winter events how to satisfy Russian customers. Suggestions are based on customers’ interview answers and theoretical background of the thesis. Suggestions draw attention to list of the most important points and some little things, which compose the full picture of events. They also remove mistakes after events 2014 and offer a few more useful ideas in organizing future events.