Course Information

Semester	Course Unit Code	Course Unit Title	T+P+L	Credit	Number of ECTS Credits
-1	ASC247	Communication With The Guest	3+0+0	3	5

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	Lecture, Case Study, Problem Solving , Discussion.
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. Dökmen, U. (2008), Communication Conflicts and Empathy, Remzi Kitabevi, Istanbul. Ted Talks on Communication - https://www.ted.com/talks
	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	%60
Field	%40

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

ECTS Allocated Based on Student Workload

Activities	Quantity	Duration	Total Work Load
Course Duration	14	3	42
Hours for off-the-c.r.stud	12	4	48
Assignments	1	0	0
Presentation	1	10	10
Mid-terms	1	10	10
Final examination	1	20	20
Total Work Load			Number of ECTS Credits 5 130

Course Learning Outcomes: Upon the successful completion of this course, students will be able to:

No	Learning Outcomes
1	eing able to communicate with them correctly by knowing different types of guests and their behaviors
2	Ability to use verbal, non-verbal and written communication types effectively and accurately with appropriate communication tools.
3	The ability to create solutions about how to behave in unusual situations that guests may encounter.
4	To be able to master the important issues for guest satisfaction and to meet the requests and complaints of the guests.

Weekly Detailed Course Contents

Week	Topics	Study Materials	Materials
1	Guest and Communication Concepts
2	Guest Relations and Communication Tools
3	Colors and Clothes as a Means of Communication
4	Guest Types and Behaviors
5	Verbal Communication with the Guest
6	Nonverbal Communication with the Guest
7	Written Communication with the Guest
8	MIDTERM
9	The Intercultural Dimension in Guest Communication
10	Guest Satisfaction and Expectations
11	Unusual Situations that Guests May Encounter in Accommodation Facilities and Their Solutions
12	Unusual Situations that Guests May Encounter in Accommodation Facilities and Their Solutions
13	Guest Complaint Management
14	Social Media in Guest Relations
15	Case Studies in Guest Relations

Contribution of Learning Outcomes to Programme Outcomes

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