COURSE UNIT TITLE

Offered By

Tourism Management

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

ASSOCIATE PROFESSOR 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. Role Playing: Scripts about handling guest complaints will be given to improve basic communication skills.

Assessment Methods

Further Notes About Assessment Methods

This course has three assessment methods:
Students are responsible for a midterm exam.
Students are responsible for a term project.
Students are responsible for a final exam.

Assessment Criteria

Grading of the term project

1. Find sufficient number of customer complaints (10 points)
This element is absent or falls short of expectations, and /or it is completely out of place within the given context. 1 (0%)
This element is somewhat absent and does not entirely fit the context. 2 (40%)
This element is developed satisfactorily and fits the context at an acceptable standard. 3 (60%)
This element is developed in a good way and fits into the context. 4 (80%)
The way this element is developed is noteworthy and fits perfectly into the context. 5 (100%)
2. Classify the customer complaints, reveal frequencies and design a graph (20 points)
This element is absent or falls short of expectations, and /or it is completely out of place within the given context. 1 (0%)
This element is somewhat absent and does not entirely fit the context. 2 (40%)
This element is developed satisfactorily and fits the context at an acceptable standard. 3 (60%)
This element is developed in a good way and fits into the context. 4 (80%)
The way this element is developed is noteworthy and fits perfectly into the context. 5 (100%)
3. Discuss the root causes of customer complaints (20 points)
This element is absent or falls short of expectations, and /or it is completely out of place within the given context. 1 (0%)
This element is somewhat absent and does not entirely fit the context. 2 (40%)
This element is developed satisfactorily and fits the context at an acceptable standard. 3 (60%)
This element is developed in a good way and fits into the context. 4 (80%)
The way this element is developed is noteworthy and fits perfectly into the context. 5 (100%)
4. Develop solutions to prevent service failures (20 points)
This element is absent or falls short of expectations, and /or it is completely out of place within the given context. 1 (0%)
This element is somewhat absent and does not entirely fit the context. 2 (40%)
This element is developed satisfactorily and fits the context at an acceptable standard. 3 (60%)
This element is developed in a good way and fits into the context. 4 (80%)
The way this element is developed is noteworthy and fits perfectly into the context. 5 (100%)
5. Effective delivery of the project (30 points)
This dimension is absent or falls short of expectations, and /or it is completely out of place within the given context. 1 (0%)
This dimension is somewhat absent and does not entirely fit the context. 2 (40%)
This dimension is developed satisfactorily and fits the context at an acceptable standard. 3 (60%)
This dimension is developed in a good way and fits into the context. 4 (80%)
The way this dimension is developed is noteworthy and fits perfectly into the context. 5 (100%)

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. Tardiness and early departure from lecture will be referred as absenteeism.
4. 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

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Contribution of Learning Outcomes to Programme Outcomes