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Course Goals |
In today's competitive conditions, it aims to create a customer's value, to continuousize value, to learn satisfaction measurement technique and to manage customer complaints. |
Prerequisite(s) |
- |
Corequisite(s) |
- |
Special Requisite(s) |
The minimum qualifications that are expected from the students who want to attend the course.(Examples: Foreign language level, attendance, known theoretical pre-qualifications, etc.) |
Instructor(s) |
ÖĞR.GÖR. PELİN FATMA TUNA ARSLAN |
Course Assistant(s) |
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Schedule |
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Office Hour(s) |
WEDNESDAY 09:30-11:20
2B01 |
Teaching Methods and Techniques |
Lecture, discussion and presentation
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Principle Sources |
Ders Notları |
Other Sources |
- |
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Course Schedules |
Week |
Contents |
Learning Methods |
1. Week |
Communicating with guests |
Visual and Audio Lecture. Question Answer Method |
2. Week |
Communicating with guests |
Visual and Audio Lecture. Question Answer Method |
3. Week |
Guest types |
Visual and Audio Lecture. Question Answer Method |
4. Week |
Strategies by guest types |
Visual and Audio Lecture. Question Answer Method |
5. Week |
Presentation of service |
Visual and Audio Lecture. Question Answer Method |
6. Week |
Presentation of service |
Visual and Audio Lecture. Question Answer Method |
7. Week |
Midterm |
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8. Week |
Arranging and watching an appointment |
Visual and Audio Lecture. Question Answer Method |
9. Week |
Winning and retention efforts |
Visual and Audio Lecture. Question Answer Method |
10. Week |
Creating a guest value |
Visual and Audio Lecture. Question Answer Method |
11. Week |
Customer satisfaction measurement |
Visual and Audio Lecture. Question Answer Method |
12. Week |
Customer satisfaction measurement |
Visual and Audio Lecture. Question Answer Method |
13. Week |
Management of guest complaints |
Visual and Audio Lecture. Question Answer Method |
14. Week |
Management of guest complaints |
Visual and Audio Lecture. Question Answer Method |
15. Week |
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16. Week |
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17. Week |
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Program Outcomes |
PO-1 | Communicating with the Guest | PO-2 | Making Accommodation Services in Professional Foreign Language and Providing Information to Guests. | PO-3 | Managing Human Resources, Introducing Professional Ethics, Explaining the Principles of Hotel Management | PO-4 | Explaining Basic Travel-Tourism Concepts, Introducing Tourism's Impact on Economy | PO-5 | Guiding in the execution of the front office services, guest check in / check out the process, to carry out transactions, to carry out the transfer operations, to carry out the reporting operations | PO-6 | Fulfilling the Obligations Regarding Tourism Legislation, Making Correspondence with the Ministry | PO-7 | Preparing the floor for floor services, floor control, cleaning services in housekeeping
| PO-8 | Introducing the Coastal Region of Turkey, to promote Turkey's Central Regions | PO-9 | Understanding Marketing in Tourism | PO-10 | Applying Quality Management Systems, Developing Yourself Using IT Facilities | PO-11 | First aid to the patient / injured in emergencies |
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Learning Outcomes |
LO-1 | To be able to define and manage guest relations | LO-2 |
Be able to design customer acquisition and retention efforts by empathising with the guests | LO-3 |
Design guest relationship management | LO-4 |
Manage guest complaints | LO-5 |
To be able to measure and interpret guest relations |
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