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 AND HOTEL 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) | GAYE DENİZ, | ||||
| 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 To have detailed knowledge about a specific profession related to the field of Tourism and to have comprehensive and systematic knowledge about concepts, theories, principles and facts in close disciplines. To use and interpret this knowledge, theories, models generally in business environment PO-3 To have knowledge about Service Delivery Process and procedures in the field of Tourism. To analyze, plan, practice and control these processes. To restructure and improve Service Delivery Process when necessary. To manage or to convert service processes and work which are complex, unpredictable and require new strategic approaches. PO-6 To have a basic level of knowledge about important issues, alternative solutions and field-specific research methods in the field and relevant fields. To analyze knowledge related to the field concerning topics and issues, to evaluate different options in solving problems with a critical approach, to plan and realize projects and research using appropriate research methods. To present the results in a clear and understandable way, to be unique and autonomous in solving problems in complex and unpredictable situations and to decide himself/herself. PO-7 To follow changes in internal and external environment of organization in the field, to make rational analysis, interpret, contribute and adapt changes. PO-8 To recognize and use physical environment equipment, materials and technologies related to the field and to protect by maintaining. PO-10 To work with others or independently effectively. To develop professional knowledge and skills of people working with him/her and evaluate their performance. To manage professional development of individuals or groups working under him/her. PO-11 To communicate effectively interpersonal and intercultural and do group work. To work as a member of the team, take responsibility and manage the team. PO-13 To communicate effectively in Turkish both verbal and written, to know at least one foreign language PO-14 To use information and communication technologies sufficiently to meet the field needs. PO-15 To adhere ethical values related to the field and to have social responsibility. To consider human health, social and natural environment while performing tasks related to the field. PO-16 To have sufficient awareness about privacy and confidentiality of private life of the people service provided and take necessary measures in this respect. To protect fundamental rights and freedoms, to be sensitive to differences between people and cultures, to be tolerant and respectful. To take care of his/her personal care, hygiene, clothing and appearance that is required by the field. |
Examination |
| LO-2 | To be able to compare room sales techniques |
PO-1 To have detailed knowledge about a specific profession related to the field of Tourism and to have comprehensive and systematic knowledge about concepts, theories, principles and facts in close disciplines. To use and interpret this knowledge, theories, models generally in business environment PO-3 To have knowledge about Service Delivery Process and procedures in the field of Tourism. To analyze, plan, practice and control these processes. To restructure and improve Service Delivery Process when necessary. To manage or to convert service processes and work which are complex, unpredictable and require new strategic approaches. PO-6 To have a basic level of knowledge about important issues, alternative solutions and field-specific research methods in the field and relevant fields. To analyze knowledge related to the field concerning topics and issues, to evaluate different options in solving problems with a critical approach, to plan and realize projects and research using appropriate research methods. To present the results in a clear and understandable way, to be unique and autonomous in solving problems in complex and unpredictable situations and to decide himself/herself. PO-9 To manage himself/herself and time and make self-criticism. To perform functions of planning, organization, coordination, direction and control, to manage technical and professional activities or projects in complex and unpredictable situations. PO-10 To work with others or independently effectively. To develop professional knowledge and skills of people working with him/her and evaluate their performance. To manage professional development of individuals or groups working under him/her. |
Examination Practice Exam |
| LO-3 | To be able to deal with customer complaints |
PO-1 To have detailed knowledge about a specific profession related to the field of Tourism and to have comprehensive and systematic knowledge about concepts, theories, principles and facts in close disciplines. To use and interpret this knowledge, theories, models generally in business environment PO-3 To have knowledge about Service Delivery Process and procedures in the field of Tourism. To analyze, plan, practice and control these processes. To restructure and improve Service Delivery Process when necessary. To manage or to convert service processes and work which are complex, unpredictable and require new strategic approaches. |
Examination |
| LO-4 | To be able to compare the relationship between the all other departments in hotel enterprises |
PO-1 To have detailed knowledge about a specific profession related to the field of Tourism and to have comprehensive and systematic knowledge about concepts, theories, principles and facts in close disciplines. To use and interpret this knowledge, theories, models generally in business environment PO-3 To have knowledge about Service Delivery Process and procedures in the field of Tourism. To analyze, plan, practice and control these processes. To restructure and improve Service Delivery Process when necessary. To manage or to convert service processes and work which are complex, unpredictable and require new strategic approaches. PO-4 To have knowledge about internal and external environmental factors of organizations, relationships, interactions, management, policies and strategies of parts of the organization in the field. To use service delivery policies and strategies related to the field. To perform, review, improve and evaluate the service processes on the satisfaction basis of the customer, to find solutions for problems that affect the service process, to develop and use consumer satisfaction measurement tool. PO-6 To have a basic level of knowledge about important issues, alternative solutions and field-specific research methods in the field and relevant fields. To analyze knowledge related to the field concerning topics and issues, to evaluate different options in solving problems with a critical approach, to plan and realize projects and research using appropriate research methods. To present the results in a clear and understandable way, to be unique and autonomous in solving problems in complex and unpredictable situations and to decide himself/herself. PO-7 To follow changes in internal and external environment of organization in the field, to make rational analysis, interpret, contribute and adapt changes. PO-8 To recognize and use physical environment equipment, materials and technologies related to the field and to protect by maintaining. PO-9 To manage himself/herself and time and make self-criticism. To perform functions of planning, organization, coordination, direction and control, to manage technical and professional activities or projects in complex and unpredictable situations. PO-10 To work with others or independently effectively. To develop professional knowledge and skills of people working with him/her and evaluate their performance. To manage professional development of individuals or groups working under him/her. PO-13 To communicate effectively in Turkish both verbal and written, to know at least one foreign language PO-14 To use information and communication technologies sufficiently to meet the field needs. |
Examination Practice Exam |
| 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, discussion |
| 2 | Operation of Hotel and Hotel Description Characteristics of hotels Classification of hotels | Lecturing, discussion |
| 3 | Classification of hotels in Turkey Hotel Business Organizational Structure, Departments and Functions | Lecturing, discussion |
| 4 | Hotel Business Room Types Hotel Room Sales of Businesses Room Selling Price Determination Hotel Business Contact and Sales Development | Lecturing, discussion |
| 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, discussion |
| 6 | Hotel Front Office Operations Department, The Place of Importance Front Office Department Organizational Structure Duties of the Front Office Department | Lecturing, discussion |
| 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, discussion |
| 8 | mid-term exam | |
| 9 | Reservation Reception Cashier Consierj Central | Lecturing, discussion |
| 10 | Front Office Department Working Hours Relationship between Front Office department with other departments Front Office Activities Control | Lecturing, discussion |
| 11 | Manual System Mechanical Systems Computer System | Lecturing, discussion |
| 12 | Guest Relations between the Front Office Personnel Hotel Business Guest Groups Hotel Business Guest Types Hotel Business Guest Expectations and Complaints Front Office Personnel Behavior of the Face of Extraordinary Events | Lecturing, discussion |
| 13 | 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 Sick guests', and that he commit suicide in case of death Watchpoints Front Office Personnel Occupational Safety and Related Issues to Know | Lecturing, discussion |
| 14 | Application | Application |
| 15 | Application | Application |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Emeksiz, M. ve M. Yolal (2005). Konaklama İşletmelerinde Önbüro Yönetimi. Ankara. | |
| 2 | BATMAN, O., & YILDIRGAN, R. (2001). Konaklama işletmelerinde önbüro yönetimi ve önbüro otomasyon sistemleri. Editör: Burhanettin ZENGİN). Adapazarı: Değişim Yayınları. | |
| 3 | Eraslan, N. (2009). Konaklama işletmelerinde ön büro işlemleri ve yönetimi. Detay Yayıncılık. | |
| 4 | Şener, B. (2006). Konaklama İşletmelerinde Önbüro Yönetimi, Detay Yayıncılık, 2. Baskı, Ankara. | |
| 5 | Woods, R., Ninemeier, J. D., Hayes, D. K., & Austin, M. A. (2013). Professional Front Office Management: Pearson New International Edition. Pearson Higher Ed. | |
| Required Course instruments and materials | ||
| Textbooks, Epidiascope | ||
| Assessment Methods | |||
| Type of Assessment | Week | Hours | Weight(%) |
| mid-term exam | 8 | 1 | 40 |
| Other assessment methods | |||
| 1.Oral Examination | |||
| 2.Quiz | |||
| 3.Laboratory exam | |||
| 4.Presentation | |||
| 5.Report | |||
| 6.Workshop | |||
| 7.Performance Project | |||
| 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) | 3 | 14 | 42 |
| Outside Class | |||
| a) Reading | 5 | 5 | 25 |
| b) Search in internet/Library | 5 | 5 | 25 |
| c) Performance Project | 0 | ||
| 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 | 4 | 5 | 20 |
| mid-term exam | 1 | 1 | 1 |
| Own study for final exam | 6 | 6 | 36 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 150 | ||