COURSE UNIT TITLE

: GUEST COMMUNICATION

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
MSH 0214 GUEST COMMUNICATION ELECTIVE 2 0 0 4

Offered By

Tourism and Hotel Management

Level of Course Unit

Short Cycle Programmes (Associate's Degree)

Course Coordinator

DOCTOR GIZEM HATIPOĞLU

Offered to

Tourism and Hotel Management

Course Objective

This course aims to equip Tourism and Hotel Management program students with effective communication skills for interacting with guests. The course will cover topics such as verbal and non-verbal communication, body language, empathy, conflict management, intercultural communication, and guest satisfaction. Students will learn to accurately understand guests' needs, respond effectively, and apply strategies to enhance customer satisfaction.

Learning Outcomes of the Course Unit

1   1. Explain the importance and fundamental principles of guest communication in the tourism industry.
2   2. Establish clear and professional communication with guests using effective verbal and non-verbal communication skills.
3   3. Develop and implement communication strategies that are sensitive to cultural differences.
4   4. Manage guest complaints and crisis situations effectively, improving problem-solving skills.
5   5. Apply approaches that enhance guest satisfaction in both digital and face-to-face communication.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 Fundamentals of Guest Communication Importance of communication in the tourism industry, key concepts, and types of communication
2 Verbal and Non-Verbal Communication Effective speaking, diction, tone of voice; body language, eye contact, gestures, and facial expressions
3 Empathy and Active Listening What is empathetic communication Understanding guests' needs and active listening techniques
4 Intercultural Communication Communicating with guests from different cultural backgrounds, developing cultural sensitivity
5 Guest Satisfaction Management Importance of guest satisfaction, understanding and meeting guest expectations through strategies
6 Problem-Solving and Crisis Management Complaint management, communication skills during crises, turning negative situations into advantages
7 Professionalism in Communication Corporate communication rules, professional demeanor, and public speaking skills
8 Midterm Exam
9 Handling Difficult Guests Communication strategies for dealing with problematic guests, staying calm, and problem-solving techniques
10 Digital Communication and Social Media Digital communication in hotels, email correspondence, and guest relations on social media
11 Persuasion and Negotiation Techniques Negotiation processes with guests, effective persuasion methods
12 Team Communication and Collaboration Communication among hotel staff, importance of teamwork
13 Practical Guest Reception and Farewell Scenario-based applications: check-in, check-out, handling special requests
14 General Evaluation and Final Applications Overall course assessment, role-playing exercises, and case analyses
15 General Evaluation and Final Applications Overall course assessment, role-playing exercises, and case analyses
16 Final Exam

Recomended or Required Reading

To be announced.

Planned Learning Activities and Teaching Methods

Lectures, opic preparation, and in-class practice.

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MTE MIDTERM EXAM
2 FIN FINAL EXAM
3 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.50 + FIN * 0.50
4 RST RESIT
5 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.50 + RST * 0.50


Further Notes About Assessment Methods

None

Assessment Criteria

Exams

Language of Instruction

Turkish

Course Policies and Rules

1. Attendance of at least 70% of the classes is mandatory.
2. Any attempt at plagiarism or misconduct will result in disciplinary action.
3. Participation in in-class activities is required.

Contact Details for the Lecturer(s)

gizem.hatipoglu@deu.edu.tr

Office Hours

It will be announced later.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 14 2 28
Preparations before/after weekly lectures 14 1 14
Preparation for midterm exam 1 8 8
Preparation for final exam 1 8 8
Preparing presentations 1 5 5
Final 1 1 1
Midterm 1 1 1
Participating Lectures and Field Studies 14 2 28
TOTAL WORKLOAD (hours) 93

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12PO.13PO.14PO.15PO.16PO.17PO.18PO.19PO.20
LO.111111111111
LO.2111111
LO.311111111
LO.41111111111
LO.51111111

CONTACT INFORMATION
Dokuz Eylül Üniversitesi Cumhuriyet Bulvarı No: 144 35210 Alsancak / İZMİR
Phone: +90(232) 412 12 12 - Fax: +90 (232) 464 81 35

Copyright 2015 DEÜ. BİD

HOME / ABOUT US / DEGREE PROGRAMMES / GENERAL INFORMATION FOR STUDENTS / INTERNATIONAL RELATIONS