COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
TURI 411GUEST RELATION MANAGEMENT IN HOSPITALITY MANAGEMENT3 + 08th Semester5

COURSE DESCRIPTION
Course Level Bachelor's Degree
Course Type Elective
Course Objective To inform students about the concept and features of guest relations in hospitality management.
Course Content Developing guest relations: guest relations concept and features; new dimensions of guest relations: total quality management in sales&marketing, value creation for the guests; communication with the guests: communication model and elements, communication types with the guests; guest service: guest service quality and system; customer acquisition and retention; measurement of guest relations: focus group interviews, editing advisory panels.
Prerequisites No prerequisites.
Corequisite No corequisites.
Mode of Delivery Face to face

COURSE LEARNING OUTCOMES
1To inform students about the concept and features of guest relations in hospitality management.

COURSE'S CONTRIBUTION TO PROGRAM
Data not found.

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration15345
Mid-terms11515
Final examination13030
Report / Project22040
Total Work Load

ECTS Credit of the Course






130

5

COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2019-2020 Spring1SERKAN BERTAN

Course Details
Course Code:  TURI 411 Course Title:  GUEST RELATION MANAGEMENT IN HOSPITALITY MANAGEMENT
L+P Hour : 3 + 0   Course Code : 1   Language Of Instruction: Turkish Course Semester :  2019-2020 Spring
Course Coordinator :  ASSOCIATE PROFESSOR SERKAN BERTAN E-Mail:  sbertan@pau.edu.tr, Phone Number :  296 7457,
Course Location TUR A0307,
Goals : To inform students about the concept and features of guest relations in hospitality management.
Content : Developing guest relations: guest relations concept and features; new dimensions of guest relations: total quality management in sales&marketing, value creation for the guests; communication with the guests: communication model and elements, communication types with the guests; guest service: guest service quality and system; customer acquisition and retention; measurement of guest relations: focus group interviews, editing advisory panels.
Attendance : %70
Topics
WeeksTopics
1 Customer Relationship Management
2
3
4
5
6
7
8
9
10
11
12
13
14
Materials
Materials are not specified.
Resources
Course Assessment
Assesment MethodsPercentage (%)Assesment Methods Title
Final Exam60Final Exam
Midterm Exam40Midterm Exam
L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes
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