Nevşehir Hacı Bektaş Veli University Course Catalogue
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| Year/Semester of Study | 2 / Fall Semester | ||||
| Level of Course | 1st Cycle Degree Programme | ||||
| Type of Course | Compulsory | ||||
| Department | TOURISM MANAGEMENT | ||||
| Pre-requisities and Co-requisites | None | ||||
| Mode of Delivery | Face to Face | ||||
| Teaching Period | 14 Weeks | ||||
| Name of Lecturer | GAYE DENİZ (gaye.yuksel@nevsehir.edu.tr) | ||||
| Name of Lecturer(s) | |||||
| Language of Instruction | Turkish | ||||
| Work Placement(s) | None | ||||
| Objectives of the Course | |||||
| To give sufficient information to students about the application and basic principles of front office. | |||||
| Learning Outcomes | PO | MME | |
| The students who succeeded in this course: | |||
| LO-1 | To be able to explain the role of hotel front office department operation |
PO-1 Have an understanding of structure of tourism industry and how it functions and its significance for development of the country. PO-11 Understand and apply management theories and practices in order to effectively run a hospitality and tourism operation. PO-16 Identify, use and care the physical environment, tools, equipments and technologies related to the field of tourism management. PO-20 Understand the service delivery process in tourism enterprises and apply that in a way to ensure guest satisfaction. |
Examination |
| LO-2 | To be able to compare room sales techniques |
PO-1 Have an understanding of structure of tourism industry and how it functions and its significance for development of the country. PO-5 Communicate effectively verbal, non-verbal and in written way and demonstrate effective presentation skills. PO-6 Describe, synthesize, interpret, analyze and evaluate information and data relevant to a professional context. PO-7 Apply knowledge to the solution of familiar and unfamiliar problems. PO-11 Understand and apply management theories and practices in order to effectively run a hospitality and tourism operation. PO-13 Work effectively both independently and with others. PO-14 Improve themselves gradually both professionally and personally, take responsibility for learning independently and demonstrate that. PO-20 Understand the service delivery process in tourism enterprises and apply that in a way to ensure guest satisfaction. |
Examination |
| LO-3 | To be able to deal with customer complaints |
PO-1 Have an understanding of structure of tourism industry and how it functions and its significance for development of the country. PO-5 Communicate effectively verbal, non-verbal and in written way and demonstrate effective presentation skills. PO-6 Describe, synthesize, interpret, analyze and evaluate information and data relevant to a professional context. PO-7 Apply knowledge to the solution of familiar and unfamiliar problems. PO-11 Understand and apply management theories and practices in order to effectively run a hospitality and tourism operation. PO-13 Work effectively both independently and with others. PO-14 Improve themselves gradually both professionally and personally, take responsibility for learning independently and demonstrate that. PO-17 Recognize and understand different cultures and communicate with them. PO-20 Understand the service delivery process in tourism enterprises and apply that in a way to ensure guest satisfaction. |
Examination |
| LO-4 | To be able to compare the relationship between the all other departments in hotel enterprises |
PO-1 Have an understanding of structure of tourism industry and how it functions and its significance for development of the country. PO-2 Have a comprehensive and systematic understanding of concepts, principles, theories and facts related to tourism management and similar disciplines. PO-5 Communicate effectively verbal, non-verbal and in written way and demonstrate effective presentation skills. PO-11 Understand and apply management theories and practices in order to effectively run a hospitality and tourism operation. PO-13 Work effectively both independently and with others. PO-14 Improve themselves gradually both professionally and personally, take responsibility for learning independently and demonstrate that. PO-20 Understand the service delivery process in tourism enterprises and apply that in a way to ensure guest satisfaction. |
Examination |
| PO: Programme Outcomes MME:Method of measurement & Evaluation |
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| Course Contents | ||
| Accommodation in General Industry, Hotel Management, Hotel Business Room and Sales Basics, Hotel Business Front Office, Front Office Department and the Operating Principles of Sub-Units, Front Office Department, Working Hours, relationship with other departments and Control, front office systems in use, the Guest Relations between the Front Office Personnel regulation, Front Office Department Security | ||
| Weekly Course Content | ||
| Week | Subject | Learning Activities and Teaching Methods |
| 1 | The Concept of Accommodation Development of Accommodation Establishments Classification of Accommodation Establishments | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 2 | Operation of Hotel and Hotel Description Characteristics of hotels Classification of hotels | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 3 | Classification of hotels in Turkey Hotel Business Organizational Structure, Departments and Functions | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 4 | Hotel Business Room Types Hotel Room Sales of Businesses Room Selling Price Determination Hotel Business Contact and Sales Development | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 5 | Finding the Number of rooms available for sale, and Forecasting Agents, Conference & Banquet Sales Budgets for the Front Office Activities Yield Management and Front Office | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 6 | Hotel Front Office Operations Department, The Place of Importance Front Office Department Organizational Structure Duties of the Front Office Department | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 7 | General Rules Applicable in front office Features Front Office Personnel Uniform Requirements for Front Office Personnel Rules Front Office Personnel Duties and Responsibilities | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 8 | mid-term exam | |
| 9 | Reservation Reception Cashier Consierj Central | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 10 | Front Office Department Working Hours Relationship between Front Office department with other departments Front Office Activities Control | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 11 | Manual System Mechanical Systems Computer System | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 12 | Guest Relations between the Front Office Personnel Hotel Business Guest Groups | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 13 | Hotel Business Guest Types Hotel Business Guest Expectations and Complaints Front Office Personnel Behavior of the Face of Extraordinary Events | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 14 | The hotel's Front Office Personnel Security Issues to be Considered in relation to Average for the Safety of Property on threats against the hotel Watchpoints | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 15 | Sick guests', and that he commit suicide in case of death Watchpoints Front Office Personnel Occupational Safety and Related Issues to Know | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Eraslan, N. (2009). Konaklama işletmelerinde ön büro işlemleri ve yönetimi. Detay Yayıncılık. | |
| 2 | Woods, R., Ninemeier, J. D., Hayes, D. K., & Austin, M. A. (2013). Professional Front Office Management: Pearson New International Edition. Pearson Higher Ed. | |
| 3 | Kızılırmak, İ & Kaya, F. (2016). Konaklama İşletmelerinde Önbüro İşlemleri, Ankara: Detay Yayıncılık. | |
| 4 | Çolak, G. (2016). Önbüro hizmetleri, Murathan Yayınevi. | |
| 5 | Gökdeniz, A & Dinç, Y. (2016). Önbüro Operasyonları ve Yönetimi, Ankara: Detay Yayıncılık. | |
| 6 | Kantarcı, K. & Ekinci, İ. (2019). Konaklama İşletmelerinde Ön Büro İşlemleri ve Yönetimi, Ankara: Detay Yayıncılık. | |
| Required Course instruments and materials | ||
| Textbooks, Epidiascope | ||
| Assessment Methods | |||
| Type of Assessment | Week | Hours | Weight(%) |
| mid-term exam | 8 | 1 | 20 |
| Other assessment methods | |||
| 1.Oral Examination | |||
| 2.Quiz | |||
| 3.Laboratory exam | |||
| 4.Presentation | |||
| 5.Report | |||
| 6.Workshop | |||
| 7.Performance Project | 1 | 8 | 20 |
| 8.Term Paper | |||
| 9.Project | |||
| final exam | 16 | 1 | 60 |
| Student Work Load | |||
| Type of Work | Weekly Hours | Number of Weeks | Work Load |
| Weekly Course Hours (Theoretical+Practice) | 4 | 14 | 56 |
| Outside Class | |||
| a) Reading | 2 | 10 | 20 |
| b) Search in internet/Library | 2 | 10 | 20 |
| c) Performance Project | 8 | 1 | 8 |
| d) Prepare a workshop/Presentation/Report | 0 | ||
| e) Term paper/Project | 0 | ||
| Oral Examination | 0 | ||
| Quiz | 0 | ||
| Laboratory exam | 0 | ||
| Own study for mid-term exam | 2 | 3 | 6 |
| mid-term exam | 1 | 1 | 1 |
| Own study for final exam | 2 | 4 | 8 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 120 | ||