TÜRKÇE
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Information
| Code | TSP105 |
| Name | Front Office Services |
| Term | 2024-2025 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. Halime EŞİYOK
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
The aim of this program is to provide students with the skills to manage front office operations in accommodation establishments, to effectively carry out reservations, guest reception and check-out procedures. It also aims to provide knowledge and competencies to develop a service approach focused on communication, problem solving and guest satisfaction.
Course Content
Personal preparation, work organization, front office equipment, front office systems, reservations, guest reception, accommodation process, check-in/check-out procedures, guest relations management and front office automation systems, effective communication, crisis management and problem solving skills.
Course Precondition
The course has no prerequisites.
Resources
Front Office Management, Nihat Demirtaş and Related lecture notes, Halime EŞİYOK.
Notes
Front Office Services, Gökhan Çolak; Front Office in Accommodation Establishments, Kemal Kantarcı, İlhan Ekinci.
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 | Review of course information packets | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 2 | Accommodation Industry | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 3 | Front Office Department Organization in Hotel Businesses | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 4 | Human Resources Management in Hotels | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 5 | Equipment Used in the Front Office Department | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 6 | Systems Used in the Front Office Department | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 7 | Front Office Department Operations in Hotels | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 8 | Mid-Term Exam | Preparation for the exam | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Front Office Department and Guest Welcoming in Hotels | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 10 | Room Type and Sale | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 11 | Transactions Between Guest and Front Office | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 12 | Relationships of the Front Office Department with Other Departments | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 13 | Accommodation Process Procedures | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 14 | Guest Accounts and Payment | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 15 | Security at the Front Office | Readings about related topic | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 16 | Term Exams | Preparation for the exam | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Term Exams | Preparation for the exam | Ölçme Yöntemleri: Yazılı Sınav |
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 | ||