Course Information
SemesterCourse Unit CodeCourse Unit TitleT+P+LCreditNumber of ECTS Credits
-1ASC247Communication With The Guest3+0+035

Course Details
Language of Instruction Turkish
Level of Course Unit Associate Degree
Department / Program Cooking
Mode of Delivery Face to Face
Type of Course Unit Elective
Objectives of the Course Within the scope of the tourism industry, it is aimed to have the ability to communicate effectively in order to gain the satisfaction of the guests in the food and beverage businesses, especially in the accommodation businesses, transportation businesses and entertainment businesses.
Course Content Recognizing communication tools and using these tools in effective communication methods, knowing guest types and behaviors, all types of verbal, non-verbal and written communication, providing solutions in extraordinary situations, providing complaint management and customer satisfaction constitute the content of this course.
Course Methods and Techniques
Prerequisites and co-requisities None
Course Coordinator None
Name of Lecturers Instructor TUĞÇE CEBECİ tugce.cebeci@gedik.edu.tr
Assistants None
Work Placement(s) No

Recommended or Required Reading
Resources Misirli, I. (2013), Communication with Guests in Hospitality Businesses, Detay Publishing, Ankara. Şengül, S., Ulema, S. and Türkay, O. (2018), Tourism Communication, Detay Publishing, Ankara.
Misirli, I. (2013), Communication with Guests in Hospitality Businesses, Detay Publishing, Ankara.

Şengül, S., Ulema, S. and Türkay, O. (2018), Tourism Communication, Detay Publishing, Ankara.
Mısırlı, İ. (2013), Konaklama İşletmelerinde Konukla İletişim, Detay Yayıncılık, Ankara. Şengül, S., Ulema, Ş. ve Türkay, O. (2018), Turizm İletişimi, Detay Yayıncılık, Ankara.

Course Category
Social Sciences %80
Field %20

Planned Learning Activities and Teaching Methods
Activities are given in detail in the section of "Assessment Methods and Criteria" and "Workload Calculation"

Assessment Methods and Criteria
In-Term Studies Quantity Percentage
Mid-terms 1 % 40
Attendance 14 % 0
Final examination 1 % 60
Total
16
% 100

 
ECTS Allocated Based on Student Workload
Activities Quantity Duration Total Work Load
Course Duration 14 3 42
Hours for off-the-c.r.stud 14 4 56
Mid-terms 1 10 10
Final examination 1 20 20
Total Work Load   Number of ECTS Credits 5 128

Course Learning Outcomes: Upon the successful completion of this course, students will be able to:
NoLearning Outcomes
1 Knowing different types of guests and their behavior, can communicate with them correctly.
2 Ability to use verbal, non-verbal and written communication types effectively and accurately with appropriate communication tools.
3 It can produce solutions on how to behave in unusual situations that guests may encounter.
4 Knows the important issues for guest satisfaction and meets guests' requests and complaints


Weekly Detailed Course Contents
WeekTopicsStudy MaterialsMaterials
1 Konuk ve İletişim Kavramları
2 Konukla İlişkiler ve İletişim Araçları
3 İletişim Aracı Olarak Renkler ve Kıyafetler
4 Konuk Tipleri ve Davranışları
5 Konukla Sözlü İletişim
6 Konukla Sözsüz İletişim
7 Konukla Yazılı İletişim
8 ARA SINAV
9 Konuk İletişiminde Kültürlerarası Boyut
10 Konuk Memnuniyeti ve Beklentileri
11 Konukların Konaklama Tesislerinde Karşılaşabilecekleri Olağandışı Durumlar ve Çözümleri
12 Konukların Konaklama Tesislerinde Karşılaşabilecekleri Olağandışı Durumlar ve Çözümleri
13 Konuk Şikayet Yönetimi
14 Konuk İlişkilerinde Sosyal Medya


Contribution of Learning Outcomes to Programme Outcomes
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12
All 4 4 5 4 2 3 4 3 5 2 3 2
C1 4 4 5 4 2 3 4 3 5 2 3 2
C2 4 3 4 3 2 3 2 3 5 2 4 2
C3 4 5 5 3 2 3 4 3 5 2 3 2
C4 4 5 5 3 2 3 4 3 5 2 3 2

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https://obs.gedik.edu.tr/oibs/bologna/progCourseDetails.aspx?curCourse=113123&curProgID=5609&lang=en