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Information
| Unit | POZANTI VOCATIONAL SCHOOL |
| TOURISM AND HOTEL OPERATING PR. | |
| Code | TUR222 |
| Name | Guest Relations |
| Term | 2017-2018 Academic Year |
| Semester | 4. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 3 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Ön Lisans Dersi |
| Type | Normal |
| Label | E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. Dr. GÖKHAN ÇOLAK |
| Course Instructor |
The current term course schedule has not been prepared yet. Previous term groups and teaching staff are shown.
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Course Goal / Objective
The importance of Guest Relations and satisfaction,informed about the functioning of the Guest Relations Department, Phone, mail, etc. develop skills to effectively use communication tools.
Course Content
Guest Relations, guest satisfaction, guest relations to the functioning of the Department, difficult guests with proper communication, emergency communication, guest types and behaviors.
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Understand the importance of Guest Relations and satisfaction. |
| LO02 | Communicates correctly with the guest. |
| LO03 | Defines guest types. |
| LO04 | List the functioning of the guest relations department. |
| LO05 | Solves guest complaints in hotels. |
| LO06 | Solves guest complaints in travel agencies. |
| LO07 | Evaluates guest complaints. |
| LO08 | Maintains communication with guests. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Transfers basic information about theories, facts, concepts and principles related to tourism and hotel management. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Explains information about legal regulations, professional standards and practices in the field of tourism and hotel management. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Transfer information about the internal and external environmental factors of organizations in the field of tourism and hotel management. | |
| PLO04 | Bilgi - Kuramsal, Olgusal | Transfers information about service processes and operations in the field of tourism and hotel management. | |
| PLO05 | Bilgi - Kuramsal, Olgusal | Explains the planning, organization, execution, coordination and control functions of tourism and hotel management management. | |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | Uses the knowledge acquired in the field of tourism and hotel management in the business environment and profession. | |
| PLO07 | Yetkinlikler - Öğrenme Yetkinliği | Uses the physical environment, tools and technologies related to the field of tourism and hotel management. | |
| PLO08 | Yetkinlikler - Öğrenme Yetkinliği | Uses a foreign language at a level to understand guest requirements and professional international terms of the tourism industry. | |
| PLO09 | Yetkinlikler - Öğrenme Yetkinliği | Have basic computer usage knowledge and knowledge about information systems used in hotel businesses and the ability to use these software. | |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Takes responsibility as a team member. | |
| PLO11 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Establishes effective interpersonal and intercultural communication. | 4 |
| PLO12 | Yetkinlikler - Öğrenme Yetkinliği | Regularly conducts health, safety and risk assessments in the field of tourism and hotel management. | |
| PLO13 | Bilgi - Kuramsal, Olgusal | Protects the natural environment by adhering to ethical values. | |
| PLO14 | Bilgi - Kuramsal, Olgusal | Pays attention to personal care, hygiene, clothing and appearance. | 2 |
| PLO15 | Yetkinlikler - Öğrenme Yetkinliği | Continuously develops knowledge, skills and competencies in the field of tourism and hotel management. | |
| PLO16 | Bilgi - Kuramsal, Olgusal | Have the ability to think critically, produce alternative solutions and analyze information by obtaining information from different sources. | 2 |
| PLO17 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Communicates effectively with guests and collaborators through written and verbal expression. | 4 |
| PLO18 | Beceriler - Bilişsel, Uygulamalı | Acts in accordance with social, scientific and professional ethical values. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | The Concept Of Guest Relations | Anlatım, Soru - Cevap | |
| 2 | Basic Communication Types | Anlatım, Soru - Cevap | |
| 3 | Organizational Communication | Anlatım, Soru - Cevap | |
| 4 | The Customer Relations Department and functions | Anlatım, Soru - Cevap | |
| 5 | Guest Satisfaction | Anlatım, Soru - Cevap | |
| 6 | Guest types and Behaviors | Anlatım, Soru - Cevap | |
| 7 | Guest types and Behaviors | Anlatım, Soru - Cevap | |
| 8 | Mid-Term Exam | Exam | |
| 9 | With difficult people communication techniques | Anlatım, Soru - Cevap | |
| 10 | With difficult people communication techniques | Anlatım, Soru - Cevap | |
| 11 | Guest Relations problems that may arise in the field of tourism | Anlatım, Soru - Cevap | |
| 12 | Guest Relations problems that may arise in the field of tourism | Anlatım, Soru - Cevap | |
| 13 | Guest Relations problems that may arise in the field of tourism | Anlatım, Soru - Cevap | |
| 14 | Evaluation Of Guest Complaints | Anlatım, Soru - Cevap | |
| 15 | Evaluation Of Guest Complaints | Anlatım, Soru - Cevap | |
| 16 | Term Exams | Exam | |
| 17 | Term Exams | Exam |
Student Workload - ECTS
| Works | Number | Time (Hour) | Workload (Hour) |
|---|---|---|---|
| Course Related Works | |||
| Class Time (Exam weeks are excluded) | 14 | 2 | 28 |
| Out of Class Study (Preliminary Work, Practice) | 14 | 2 | 28 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 0 | 0 | 0 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 6 | 6 |
| Final Exam | 1 | 16 | 16 |
| Total Workload (Hour) | 78 | ||
| Total Workload / 25 (h) | 3,12 | ||
| ECTS | 3 ECTS | ||