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Information
| Unit | ADANA VOCATIONAL SCHOOL |
| Tourism and travel services | |
| Code | TSP105 |
| Name | Front Office Services |
| Term | 2017-2018 Academic Year |
| Semester | 1. 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 | C Compulsory |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. Halime EŞİYOK |
| Course Instructor |
Öğr. Gör. Dr. SEVAL RENKAL DIBLAN
(Güz)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
In this course, the front desk service competencies related to theimplementation of the guidance is to gain.
Course Content
Front desk service to recognize, to prepare personal business organization,front office operations to ensure, in coordination with other departments.
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Explains the functioning and duties of the front office department. |
| LO02 | Conducts reservation, check-in, accommodation process and check-out procedures. |
| LO03 | Uses front office automation systems effectively. |
| LO04 | Develops the ability to provide service focused on guest satisfaction. |
| LO05 | Implements the documentation, reporting and archiving processes used in the front office. |
| LO06 | Establishes professional relationships with guests using effective communication techniques. |
| LO07 | Analyzes and produces solutions to problems that may be encountered in front office operations. |
| LO08 | Acts in accordance with professional ethical rules and standards specific to the tourism sector. |
| LO09 | Improves crisis management and complaint management skills. |
| LO10 | Manages front office processes using teamwork and leadership skills. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Explains the basic concepts and practices in the field of tourism and travel services. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Analyzes the structure, functioning and main actors of the tourism sector. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Explains basic strategies in tourism marketing, sales and customer relations. | |
| PLO04 | Beceriler - Bilişsel, Uygulamalı | Conducts operational processes related to travel agencies, tour operators and accommodation businesses. | 3 |
| PLO05 | Beceriler - Bilişsel, Uygulamalı | Effectively uses current reservation and ticketing systems used in the industry. | 3 |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | It follows digitalization and innovative technologies in the tourism sector and integrates them into applications. | 2 |
| PLO07 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Face to face communication, effective communication and features have gained power to persuade. | 3 |
| PLO08 | Beceriler - Bilişsel, Uygulamalı | Uses basic computer software, information and communication technologies. | 3 |
| PLO09 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Communicates verbally and in writing regarding the sector using foreign language knowledge. | 3 |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Ensures guest satisfaction using customer relationship management principles. | 2 |
| PLO11 | Yetkinlikler - Alana Özgü Yetkinlik | Be sensitive to differences between people and cultures, show tolerance and respect. | 3 |
| PLO12 | Yetkinlikler - Öğrenme Yetkinliği | It measures the impact of the tourism sector on the country's economy and transportation services. | |
| PLO13 | Yetkinlikler - Öğrenme Yetkinliği | Acts within the framework of tourism law, consumer rights and professional ethical rules. | 2 |
| PLO14 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Acts in accordance with the environmentally sensitive and sustainable tourism approach. | |
| PLO15 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Uses teamwork, leadership and problem-solving skills effectively. | 3 |
| PLO16 | Yetkinlikler - Öğrenme Yetkinliği | He/she is aware of entrepreneurship, professional development and career management and constantly improves himself/herself in this direction. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | GENERAL INFORMATION ABOUT THE FRONT OFFICE | readings about related topic | |
| 2 | HOSPITALITY INDUSTRY | readings about related topic | |
| 3 | ORGANIZATION OF FRONT OFFICE DEPARTMENT AT HOTEL BUSINESS | readings about related topic | |
| 4 | PERSONNEL MANAGEMENT IN HOTEL BUSINESS | readings about related topic | |
| 5 | ORGANIZATION OF FRONT OFFICE DEPARTMENT AT HOTEL BUSINESS | readings about related topic | |
| 6 | SYSTEMS USED IN THE OPERATION OF THE FRONT OFFICE DEPARTMENT | readings about related topic | |
| 7 | OPERATION OF THE FRONT OFFICE DEPARTMENT IN HOTEL BUSINESS | readings about related topic | |
| 8 | Mid-Term Exam | readings about related topic | |
| 9 | OPERATION OF THE FRONT OFFICE DEPARTMENT IN HOTEL BUSINESS | readings about related topic | |
| 10 | ROOM TYPES AND ROOM SALES | readings about related topic | |
| 11 | REGULATION OF RELATIONS BETWEEN THE GUEST AND FRONT OFFICE STAFF | readings about related topic | |
| 12 | RELATIONS WITH OTHER DEPARTMENTS OF THE FRONT OFFICE DEPARTMENT | readings about related topic | |
| 13 | RELATIONS WITH OTHER DEPARTMENTS OF THE FRONT OFFICE DEPARTMENT | readings about related topic | |
| 14 | GUEST ACCOUNTS AND PAYMENT | readings about related topic | |
| 15 | THE SECURITY AT FRONT OFFICE DEPARTMENT | readings about related topic | |
| 16 | Term Exams | readings about related topic | |
| 17 | Term Exams | readings about related topic |
Assessment (Exam) Methods and Criteria
| Assessment Type | Midterm / Year Impact | End of Term / End of Year Impact |
|---|---|---|
| 1. Midterm Exam | 100 | 40 |
| General Assessment | ||
| Midterm / Year Total | 100 | 40 |
| 1. Final Exam | - | 60 |
| Grand Total | - | 100 |
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 | 7 | 7 |
| Final Exam | 1 | 12 | 12 |
| Total Workload (Hour) | 75 | ||
| Total Workload / 25 (h) | 3,00 | ||
| ECTS | 3 ECTS | ||