Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
ITO2022	2	GUEST RELATIONSHIP MANAGEMENT	2/0/0	CC	Turkish	2

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)
Schedule
Office Hour(s)	WEDNESDAY 09:30-11:20 2B01
Teaching Methods and Techniques	Lecture, discussion and presentation
Principle Sources	Ders Notları
Other Sources	-

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
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
16. Week
17. Week

Assessments
Evaluation tools	Quantity	Weight(%)
Midterm(s)	1	40
Final Exam	1	60

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

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

Course Assessment Matrix:

	PO 1	PO 2	PO 3	PO 4	PO 5	PO 6	PO 7	PO 8	PO 9	PO 10	PO 11
LO 1
LO 2
LO 3
LO 4
LO 5