TUR222 Guest Relations

3 ECTS - 2-0 Duration (T+A)- 4. Semester- 2 National Credit

Information

Code TUR222
Name Guest Relations
Term 2022-2023 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
Mode of study Yüz Yüze Öğretim
Catalog Information Coordinator Öğr. Gör.Dr. GÖKHAN ÇOLAK
Course Instructor Öğr. Gör.Dr. GÖKHAN ÇOLAK (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

None

Resources

Konaklama İşletmelerinde Konukla İletişim, Misafir İlişkileri Yönetimi (CRM), İrfan MISIRLI, Detay Yayıncılık.

Notes

Konaklama İşletmelerinde Konukla İletişim, Misafir İlişkileri Yönetimi (CRM), İrfan MISIRLI, Detay Yayıncılık.


Course Learning Outcomes

Order Course Learning Outcomes
LO01 Understand the importance of Guest Relations and satisfaction.
LO02 Communicates correctly with the guest.
LO03 To know guest types.
LO04 Knows the functioning of the guest relations department.
LO05 Solves guest complaints in hotels.
LO06 Solves guest complaints in travel agencies.
LO07 Evaluates guest complaints.
LO08 Maintains communication with guests.


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. 2
PLO04 Bilgi - Kuramsal, Olgusal Transfers information about service processes and operations in the field of tourism and hotel management. 2
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. 5
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. 2
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. 2
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 The Concept Of Guest Relations. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
2 Basic Communication Types. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
3 Organizational Communication. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
4 The Customer Relations Department and functions. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
5 Guest Satisfaction. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
6 Guest types Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
7 Guest Behaviors. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
8 Mid-Term Exam Mid Term Exam Ölçme Yöntemleri:
Yazılı Sınav
9 With difficult people communication techniques 1. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
10 With difficult people communication techniques 2. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
11 Guest Relations problems that may arise in the field of tourism. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
12 Problems experienced in the field of tourism. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
13 Problems experienced in accommodation businesses. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
14 Guest Complaints. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
15 Evaluation Of Guest Complaints. Related Pages of the Textbook Öğretim Yöntemleri:
Anlatım, Tartışma
16 Term Exams Final Exam Ölçme Yöntemleri:
Yazılı Sınav
17 Term Exams Final 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

Update Time: 18.11.2022 06:24