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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS TUR 1008 GUEST COMMUNICATION COMPULSORY 2 0 0 3

Offered By

Tourism and Hotel Management

Level of Course Unit

Short Cycle Programmes (Associate's Degree)

Course Coordinator

ASISTANT PROFESSOR YEŞIM COŞAR

Offered to

Tourism and Hotel Management

Course Objective

The aim of this course is to provide students with the skill of communicating effectively with the guests in the tourism sector.

Learning Outcomes of the Course Unit

1   To list the principles of efficient communication with guests 2   To explain the principles for the effective use of communication instruments and types in relations with the guests 3   To list the important issues in guest satisfaction 4   To differentiate between the basic types of guests and how to behave towards them 5   To evaluate guest complaints and to suggest resolution for them 6   To determine how to deal with guests in extraordinary situations

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Introduction to the Course 2 The Concept of Guest and the Significance of Communication with the Guest 3 Principles of Effective Communication with the Guest 4 Relations with Guests and Communication Instruments 5 Types and Behaviour of Guests 6 Verbal Communication with Guests 7 Communication on the Phone with Guests 8 Midterm Exam 9 Nonverbal Communication with Guests 10 Guest Satisfaction and Expectations 11 Guest Complaints and their Resolution 12 Guest Complaints and their Resolution 13 Extraordinary Situations that can be faced by guests inside the accomodation establishments and things to be done 14 Extraordinary Situations that can be faced by guests outside the accomodation establishments and things to be done 15 Final exam 16 Final exam

Recomended or Required Reading

Irfan Mısırlı, Konukla Iletişim, Detay Yayıncılık, Ankara, 2012.

Planned Learning Activities and Teaching Methods

Lectures, assignments and presentations of the students

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 FCGR FINAL COURSE GRADE 3 ASG ASSIGNMENT VZ * 0.40 + FN * 0.60 4 RST RESIT 5 FCGR FINAL COURSE GRADE (RESIT) VZ * 0.40 + BUT * 0.60 *** Resit Exam is Not Administered in Institutions Where Resit is not Applicable.

Further Notes About Assessment Methods

None

Assessment Criteria

To be announced.

Language of Instruction

Turkish

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

e-mail: sedef.eylemer@deu.edu.tr

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 13 2 26 Preparations before/after weekly lectures 13 1 13 Preparation for midterm exam 1 10 10 Preparation for final exam 2 15 30 Preparing presentations 1 5 5 Midterm 1 1 1 Final 1 1 1 TOTAL WORKLOAD (hours) 86

Contribution of Learning Outcomes to Programme Outcomes

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