COURSE UNIT TITLE

Offered By

Tourism Management

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

DOCTOR MANOLYA AKSATAN KAPLANSEREN

Offered to

Tourism Management

Course Objective

The aim of this course is to provide detailed information about guest relations management in the hospitality focusing mostly on handling guest complaints and crisis management.

Learning Outcomes of the Course Unit

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Recomended or Required Reading

1. Peppers, D. and Rogers, M. (2011). Managing Customer Relationships: A Strategic Framework. New Jersey: John Wiley.
2. Deuschl, D. (2006). Travel and Tourism Public Relations. Paris: Butterworth Heinemann.
3. Kinni, T. (2011). Be Our Guest: Perfecting the Art of Customer Service. New York: Disney Institute.

Planned Learning Activities and Teaching Methods

1. Lecture: There will be three lecture sessions every week.
2. Guest Speakers: According to the availability, PR and CRM Managers of Izmir's large scale hotels will be invited as guest speakers to share their experiences with students.
3. Role Playing: Scripts about handling guest complaints will be given to improve basic communication skills.

Assessment Methods

Further Notes About Assessment Methods

1. Midterm and final exams will cover the questions from the topics in the outline.
2. At the beginning of the term students will form groups and work together for term project. Term project should be typed in Times New Roman, 12 point font, double-spaced and Apa format. The presentation should be no longer than 15 minutes. Grading of term project will be based on content, style and presentation.
3. A written assignment will be given.

Assessment Criteria

1. The students will be able to identify guest service cycle.
2. The students will be able to discuss the importance of guest service in a hotel.
3. The students will be able to outline how to gather, use and interpret guest feedbacks.
4. The students will be able to relate key features of communication in a guest focused team.
5. The students will be able to identify key steps in solving potentially difficult situations.

Language of Instruction

English

Course Policies and Rules

1. Attending at least 70 percent of lectures is mandatory.
2. Plagiarism of any type will result in disciplinary action.
3. Students are advised that faculty use Turnitin to prevent any kind of cheating.
4. Tardiness and early departure from lecture will be referred as absenteeism.
5. Using cell-phone for messages or any electronic devices during the course are strictly prohibited.

Contact Details for the Lecturer(s)

E-mail: manolya.aksatan@deu.edu.tr
Room: 215

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Contribution of Learning Outcomes to Programme Outcomes