COURSE UNIT TITLE

Offered By

Tourism Management

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

PROFESSOR DOCTOR IŞIL ÖZGEN

Offered to

Tourism Management

Course Objective

The aim of this course is to provide general information about the role of front office
department in the hotel and practice generally used front office computerized programs
such as Opera.

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

Robert Woods, Jack D. Ninemeier, David K. Hayes, Michele A. Austin (2013).Professional
Front Office Management, Pearson Publishings.

Planned Learning Activities and Teaching Methods

1. Lecture: There will be four lecture sessions every week. The first two hours will be
theoretical and the second two hours will be computer applications of Opera
2. Guest Speakers: According to the availability, Front Office Managers of Izmir's
large scale hotels will be invited as guest speakers to share their experiences with
students.
3. Role Play and Case Studies: Scripts about handling guest complaints, on the phone
reservations will be given to improve basic communication skills. Case studies will be
given during computer applications.

Assessment Methods

Further Notes About Assessment Methods

None

Assessment Criteria

1. The students will be able to describe basic functions and responsibilities of front
office staff and classify the relationships between several hotel departments and front
office.
2. The students will be able to apply all guest cycle procedures through computerized
systems.
3. The students will be able to describe procedures for no shows, overbooking,
cancellations, stayovers and analyze their impact to forthcoming reservations and be
able to investigate sales history, analyze the tourist profile and calculate rack rated
for different types of rooms

Language of Instruction

English

Course Policies and Rules

1. Attend 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.
6. During computer applications it is strictly prohibited of surfing in Internet in
different tabs.

Contact Details for the Lecturer(s)

Prof. Dr. Işıl Özgen
e-mail: isil.goksu@deu.edu.tr

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Contribution of Learning Outcomes to Programme Outcomes