TÜRKÇE
ENGLISH
Information
| Unit | POZANTI VOCATIONAL SCHOOL |
| TOURISM AND HOTEL OPERATING PR. | |
| Code | TUR222 |
| Name | Guest Relations |
| Term | 2019-2020 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 |
Öğr. Gör. Dr. GÖKHAN ÇOLAK
(Bahar)
(A Group)
(Ins. in Charge)
|
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 | To be able to correctly communicate with guests. |
| LO03 | To know guest types. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | - | Transfering basic knowledge about the concepts, theories and principles of the tourism and hotel management field. | 4 |
| PLO02 | - | Giving information about the professional standards, regulations and practices in the field of tourism and hotel management. | 4 |
| PLO03 | - | Giving information about internal and external environmental factors of the tourism and hotel organizations. | 5 |
| PLO04 | - | Giving information about the service delivery process and procedures in the field of tourism and hotel management. | 4 |
| PLO05 | - | Describing and applying the processes of planning, organizing, executing, coordinating and controlling functions of the tourism and hotel management. | 4 |
| PLO06 | - | Using the field related information in the business environment. | 3 |
| PLO07 | - | Using and recognizing the field related tools, technologies and physical environment. | 4 |
| PLO08 | - | Knowing a foreign language enough for understanding the terms of the international professional terms of tourism sector and for meeting the guest needs. | 4 |
| PLO09 | - | Having the basic computer knowledge as well as the ability to use the software about the information systems used in the hotel and restaurant business | 3 |
| PLO10 | - | Working as a team member and taking responsibility | 3 |
| PLO11 | - | Establishing effective interpersonal and intercultural communication | 4 |
| PLO12 | - | Making the health, safety and risk assessment regularly at the related field. | 4 |
| PLO13 | - | Adhering the ethical values and protecting the natural environment. | 4 |
| PLO14 | - | Being attentive about the hygiene, clothing and personal look | 3 |
| PLO15 | - | Constantly improving the knowledge, skills and competencies of the related field. | 5 |
| PLO16 | - | Having the ability to think critical, produce alternative solutions and obtain information from different sources and also analyze them | 3 |
| PLO17 | - | Having written and oral communication proficiencyBeing able to speak correct and effective,to convey information and ideas in speaking so others will understand,Having the ability to interpret and criticize,Having the high power of persuasion skill | 4 |
| PLO18 | - | Acting in accordance with social, scientific and professional ethical values. | 4 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | The Concept Of Guest Relations. | Related Pages of the Textbook | |
| 2 | Basic Communication Types. | Related Pages of the Textbook | |
| 3 | Organizational Communication. | Related Pages of the Textbook | |
| 4 | The Customer Relations Department and functions. | Related Pages of the Textbook | |
| 5 | Guest Satisfaction. | Related Pages of the Textbook | |
| 6 | Guest types and Behaviors. | Related Pages of the Textbook | |
| 7 | Guest types and Behaviors. | Related Pages of the Textbook | |
| 8 | Mid-Term Exam | Mid Term Exam | |
| 9 | With difficult people communication techniques. | Related Pages of the Textbook | |
| 10 | With difficult people communication techniques. | Related Pages of the Textbook | |
| 11 | Guest Relations problems that may arise in the field of tourism. | Related Pages of the Textbook | |
| 12 | Problems experienced in the field of tourism. | Related Pages of the Textbook | |
| 13 | Problems experienced in accommodation businesses. | Related Pages of the Textbook | |
| 14 | Guest Complaints. | Related Pages of the Textbook | |
| 15 | Evaluation Of Guest Complaints. | Related Pages of the Textbook | |
| 16 | Term Exams | Final Exam | |
| 17 | Term Exams | Final 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 | ||