TÜRKÇE
ENGLISH
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 | ||