TSP112 Guest Communication

3 ECTS - 2-0 Duration (T+A)- 2. Semester- 2 National Credit

Information

Unit ADANA VOCATIONAL SCHOOL
Tourism and travel services
Code TSP112
Name Guest Communication
Term 2024-2025 Academic Year
Semester 2. 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. Halime EŞİYOK
Course Instructor Öğr. Gör. Halime EŞİYOK (Bahar) (A Group) (Ins. in Charge)


Course Goal / Objective

It is aimed to provide the competence to communicate effectively with guests in the tourism sector, to establish verbal and non-verbal communication with the guest, to understand the guest's satisfaction and expectations, to understand the guest's problems and to provide solutions.

Course Content

Principles of Effective Communication with Guests, Guest Relations and Communication Tools, Communication Types, Guest Types and Behaviors, Guest Satisfaction and Expectations, Guest Requests and Complaints.

Course Precondition

The course has no prerequisites.

Resources

Misirli, I. (2012). Communication with a Guest. Detay Publishing. Akbulut, E. (Ed.). (2016). Introduction to Communication. Ataturk University Open Education Faculty Publications. Related lecture notes, Halime ESİYOK.

Notes

Karadoğan Doruk, S. E. (Ed.). (2016). Communication Science. Istanbul University Open and Distance Education Faculty Publications. Timur, N., & Barış, G. (Eds.). (2015). Customer Relationship Management. Anadolu University Open Education Faculty Publications.


Course Learning Outcomes

Order Course Learning Outcomes
LO01 Explains the importance of effective communication and basic communication processes in the tourism sector.
LO02 Uses verbal, non-verbal and written communication techniques effectively.
LO03 Develops active listening and empathy skills to increase guest satisfaction.
LO04 Demonstrates solution-oriented approaches by communicating effectively with guests who are in a difficult situation and complaining.
LO05 Establishes intercultural communication and adaptation with guests from different cultures.
LO06 Manages corporate correspondence and telephone conversations using professional and polite language.
LO07 Understand and apply the role of body language, tone of voice and oratory in communication.
LO08 Acts in accordance with protocol rules during guest greeting and farewell processes.
LO09 Manages in-service and team communication effectively.
LO10 Communicates effectively and professionally within the framework of ethical rules in the tourism sector.


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.
PLO05 Beceriler - Bilişsel, Uygulamalı Effectively uses current reservation and ticketing systems used in the industry.
PLO06 Beceriler - Bilişsel, Uygulamalı It follows digitalization and innovative technologies in the tourism sector and integrates them into applications.
PLO07 Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği Face to face communication, effective communication and features have gained power to persuade. 4
PLO08 Beceriler - Bilişsel, Uygulamalı Uses basic computer software, information and communication technologies.
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. 4
PLO11 Yetkinlikler - Alana Özgü Yetkinlik Be sensitive to differences between people and cultures, show tolerance and respect. 4
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.
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.
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 Introduction to the course and presentation of the course Review of course information package Öğretim Yöntemleri:
Anlatım, Soru-Cevap
2 The Concept of the Guest and the Importance of Communication with the Guest Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
3 Principles of Effective Communication with the Guest Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
4 Guest Relationsand Communication Tools Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma
5 Guest Typesand Behaviors Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma, Örnek Olay
6 Verbal Communication with the Guest Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma, Örnek Olay
7 Contacting the Guest on the Phone Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma, Rol Oynama
8 Mid-Term Preparation for the exam Ölçme Yöntemleri:
Yazılı Sınav
9 Nonverbal Communication with the Guest Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma, Rol Oynama
10 Guest Satisfaction and Expectations Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma, Örnek Olay
11 Guest Complaintsand Resolution Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Örnek Olay
12 Guest Complaintsand Resolution: Case Studies Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma, Örnek Olay
13 Unusual SituationsThat the Guest May Encounter Inside the Accommodation and Thingst o do Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma, Örnek Olay
14 Unusual SituationsThat the Guest May Encounter Inside the Accommodation and Thingst o do: 2 Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma, Örnek Olay
15 Case Studies That Guests May Encounter in the Accommodation Facility Repetition of previous topics and review of source books Öğretim Yöntemleri:
Anlatım, Soru-Cevap, Tartışma, Örnek Olay
16 Term Exams Preparation for the exam Ölçme Yöntemleri:
Yazılı Sınav
17 Term Exams Preparation for the exam Ölçme Yöntemleri:
Yazılı Sınav


Assessment (Exam) Methods and Criteria

Current term shares have not yet been determined. Shares of the previous term are shown.
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 6 6
Final Exam 1 13 13
Total Workload (Hour) 75
Total Workload / 25 (h) 3,00
ECTS 3 ECTS

Update Time: 26.02.2025 02:47