TÜRKÇE
ENGLISH
Information
| Unit | ADANA VOCATIONAL SCHOOL |
| Tourism and travel services | |
| Code | TSP119 |
| Name | Guest Communication |
| Term | 2019-2020 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 | Belirsiz |
| Type | Normal |
| Label | C Compulsory |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Prof. Dr. OSMAN İNANÇ GÜNEY |
| Course Instructor |
Dr. Öğr. Üyesi DENİZ BOZ
(Güz)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
Bringing in the ability to communicate effectively with the guests in the tourism sector.
Course Content
Communication types, Guest Types, Guest requests and complaints
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Be able to define the principles to effectively communicate with guests |
| LO02 | Guest Relations related to the effective use of means of communication and explain the principles of the species |
| LO03 | Be able to list the important points in guest satisfaction |
| LO04 | The main guest types and in what way to behave to distinguish the guests |
| LO05 | To be able to evaluate guest complaints and propose solutions for them. |
| LO06 | In unusual cases that a guest's experience, to be able to determine in what way people should behave. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | - | Tourism and travel services with the basic concepts and principles of the field that understand how their activities See new developments and technologies in the field of tourism and travel services, and understand the importance of these How to recognize that the execution of administrative activities in the tourism and travel services. Overall business life, and especially learn the characteristics of businesses operating in the transport sector. | 4 |
| PLO02 | - | Learn the tourism sector services involving public sector also has specific sensitivities and understand their behavior patterns related to these sensitivities. Tour operator and understand the intricacies of technical and operation issues. It captures an important opportunity to reach the levels required by the industry in foreign languages. Labour gain the ability to run software packages may encounter in life. | 5 |
| PLO03 | - | Understanding of the importance of lifelong learning, scientific and technological advances constantly improve yourself by watching, tracking global issues to be conscious individuals. | 5 |
| PLO04 | - | Recognizes the valuable documents and books used in commercial life and work according to proper procedures and principles of the legislation. Office layout and personnel management, public relations, communications and make the necessary skills related to information storage gains. | 5 |
| PLO05 | - | Civil liability in the field of tourism and travel, and will have information about legislation | 4 |
| PLO06 | - | Face to face communication, effective communication and features have gained power to persuade. | 5 |
| PLO07 | - | Understand how it works at all levels of the travel process. | 4 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Introduction to the course | Oral and pp presentation | |
| 2 | The concept of the importance of communication with guests and guest | Oral and pp presentation | |
| 3 | Principles Of Effective Communication With Guests | Oral and pp presentation | |
| 4 | Guest Relations and communication tools | Oral and pp presentation | |
| 5 | Guest types and Behaviors | Oral and pp presentation | |
| 6 | Verbal Communication With Guests | Oral and pp presentation | |
| 7 | Guests Dialog On The Phone | Oral and pp presentation | |
| 8 | Mid-Term Exam | ||
| 9 | Guest Non-Verbal Communication | Oral and pp presentation | |
| 10 | Guest satisfaction and expectations | Oral and pp presentation | |
| 11 | resolution of guest complaints | Oral and pp presentation | |
| 12 | resolution of guest complaints | Oral and pp presentation | |
| 13 | Accommodation facilities the guest may experience and needs to be done In unusual circumstances | Oral and pp presentation | |
| 14 | Accommodation facilities the guest may experience and needs to be done In unusual circumstances | Oral and pp presentation | |
| 15 | Sample studies | Oral and pp presentation | |
| 16 | Term Exams | ||
| 17 | Term Exams |
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 |