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Information
| Unit | POZANTI VOCATIONAL SCHOOL |
| TOURISM AND HOTEL OPERATING PR. | |
| Code | TUR129 |
| Name | Guest communication |
| 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 | E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör.Dr. GÖKHAN ÇOLAK |
| Course Instructor |
Öğr. Gör. Zeynep ALBAYRAK
(Güz)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
It is aimed to gain the competencies related to communicating with the guest.
Course Content
Using communication tools, communicating effectively, behaving according to unusual situations and communicating with guests, cultural differences and general information about the cultures of the guests constitute the content of this course.
Course Precondition
There are no prerequisites for the course.
Resources
Communication with Guests in Accommodation Businesses Guest Relations Management (CRM), Irfan MISIRLI,Detay Yayıncılık.
Notes
does not exist
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Can use communication tools. |
| LO02 | Can use communication techniques effectively and efficiently. |
| LO03 | Communicates accurately with the guest. |
| LO04 | Uses interpersonal communication techniques. |
| LO05 | Recognizes the cultures of guests from different countries. |
| LO06 | Can define communication. |
| LO07 | Resolves guest complaints. |
| LO08 | Expresses guest behavior. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Transfers basic information about theories, facts, concepts and principles related to tourism and hotel management. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Explains information about legal regulations, professional standards and practices in the field of tourism and hotel management. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Transfer information about the internal and external environmental factors of organizations in the field of tourism and hotel management. | |
| PLO04 | Bilgi - Kuramsal, Olgusal | Transfers information about service processes and operations in the field of tourism and hotel management. | |
| PLO05 | Bilgi - Kuramsal, Olgusal | Explains the planning, organization, execution, coordination and control functions of tourism and hotel management management. | |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | Uses the knowledge acquired in the field of tourism and hotel management in the business environment and profession. | |
| PLO07 | Yetkinlikler - Öğrenme Yetkinliği | Uses the physical environment, tools and technologies related to the field of tourism and hotel management. | |
| PLO08 | Yetkinlikler - Öğrenme Yetkinliği | Uses a foreign language at a level to understand guest requirements and professional international terms of the tourism industry. | |
| PLO09 | Yetkinlikler - Öğrenme Yetkinliği | Have basic computer usage knowledge and knowledge about information systems used in hotel businesses and the ability to use these software. | |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Takes responsibility as a team member. | |
| PLO11 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Establishes effective interpersonal and intercultural communication. | 4 |
| PLO12 | Yetkinlikler - Öğrenme Yetkinliği | Regularly conducts health, safety and risk assessments in the field of tourism and hotel management. | |
| PLO13 | Bilgi - Kuramsal, Olgusal | Protects the natural environment by adhering to ethical values. | |
| PLO14 | Bilgi - Kuramsal, Olgusal | Pays attention to personal care, hygiene, clothing and appearance. | |
| PLO15 | Yetkinlikler - Öğrenme Yetkinliği | Continuously develops knowledge, skills and competencies in the field of tourism and hotel management. | |
| PLO16 | Bilgi - Kuramsal, Olgusal | Have the ability to think critically, produce alternative solutions and analyze information by obtaining information from different sources. | 3 |
| PLO17 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Communicates effectively with guests and collaborators through written and verbal expression. | 4 |
| PLO18 | Beceriler - Bilişsel, Uygulamalı | Acts in accordance with social, scientific and professional ethical values. | 3 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Discussing the concept of guest | Reading the topic from relevant sources | Öğretim Yöntemleri: Tartışma |
| 2 | The importance of communication with the guest | Reading the topic from relevant sources | Öğretim Yöntemleri: Soru-Cevap |
| 3 | Effective use of Guest Relations and communication tools (phone, e-mail, etc.) | Reading the topic from relevant sources | Öğretim Yöntemleri: Anlatım |
| 4 | Guest types | Reading the topic from relevant sources | Öğretim Yöntemleri: Anlatım |
| 5 | Guest behavior | Reading the topic from relevant sources | Öğretim Yöntemleri: Anlatım, Grup Çalışması |
| 6 | Elements to be considered in communication in guest relations | Reading the topic from relevant sources | Öğretim Yöntemleri: Tartışma |
| 7 | Elements to be considered in face-to-face communication in guest relations | Reading the topic from relevant sources | Öğretim Yöntemleri: Grup Çalışması |
| 8 | Mid-Term Exam | Studying for the exam | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Non-boy situations that may occur and their solutions | Reading the topic from relevant sources | Öğretim Yöntemleri: Tartışma, Beyin Fırtınası |
| 10 | Receiving guest requests and complaints | Reading the topic from relevant sources | Öğretim Yöntemleri: Alıştırma ve Uygulama |
| 11 | Resolving guest requests and complaints | Reading the topic from relevant sources | Öğretim Yöntemleri: Alıştırma ve Uygulama |
| 12 | Creating statistical data on guest requests and complaints | Reading the topic from relevant sources | Öğretim Yöntemleri: Beyin Fırtınası |
| 13 | Communication problems | Reading the topic from relevant sources | Öğretim Yöntemleri: Soru-Cevap |
| 14 | Communication problems that may arise from the Cultural Difference | Reading the topic from relevant sources | Öğretim Yöntemleri: Alıştırma ve Uygulama |
| 15 | Use of body language in communication | Reading the topic from relevant sources | Öğretim Yöntemleri: Gösterip Yaptırma |
| 16 | Term Exams | Study for the exam | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Term Exams | Study 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 | 6 | 6 |
| Final Exam | 1 | 16 | 16 |
| Total Workload (Hour) | 78 | ||
| Total Workload / 25 (h) | 3,12 | ||
| ECTS | 3 ECTS | ||