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COURSE INFORMATION
Course CodeCourse TitleL+P HourSemesterECTS
THM 417GUEST RELATION MANAGEMENT IN HOSPITALITY MANAGEMENT3 + 07th Semester2

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 the prerequisite of lesson.
Corequisite No the corequisite of lesson.
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
PO 01PO 02PO 03PO 04PO 05PO 06PO 07PO 08PO 09PO 10PO 11PO 12PO 13PO 14PO 15PO 16PO 17
LO 0011111             
Sub Total1111             
Contribution11110000000000000

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION
ActivitiesQuantityDuration (Hour)Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)14342
Mid-terms144
Final examination166
Total Work Load

ECTS Credit of the Course






52

2
COURSE DETAILS
 Select Year   


 Course TermNoInstructors
Details 2018-2019 Fall1SERKAN BERTAN
Details 2017-2018 Fall1SERKAN BERTAN
Details 2016-2017 Fall2SERKAN BERTAN


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Course Details
Course Code Course Title L+P Hour Course Code Language Of Instruction Course Semester
THM 417 GUEST RELATION MANAGEMENT IN HOSPITALITY MANAGEMENT 3 + 0 1 Turkish 2018-2019 Fall
Course Coordinator  E-Mail  Phone Number  Course Location Attendance
Prof. Dr. SERKAN BERTAN sbertan@pau.edu.tr Course location is not specified. %70
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.
Topics
WeeksTopics
1 Customer Relationship Management
2
3
4
5
6
7
8
9
10
11
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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