Nevşehir Hacı Bektaş Veli University Course Catalogue
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| Year/Semester of Study | 3 / Spring Semester | ||||
| Level of Course | 1st Cycle Degree Programme | ||||
| Type of Course | Optional | ||||
| Department | TOURISM GUIDING | ||||
| 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 | Recognize the significance of the front office department in a hotel enterprise. |
PO-1 At the end of the programme the students should be able to: Have an understanding of the structure of the tourism industry, how it functions, and its significance for the development of the country.
PO-4 Communicate verbally, non-verbally and in writing effectively and demonstrate effective presentation skills. PO-5 Understand and apply group management principles. PO-8 Have an understanding of the basic concepts, theories, principles and facts within the context of management, economics, and social psychology. PO-10 Understand and apply management theories and practices in order to effectively run a travel business. PO-17 Work effectively both independently and with others. PO-18 Improve themselves gradually both professionally and personally, take responsibility for independent learning and demonstrate it. PO-19 Recognize, understand, and communicate with different cultures. |
Examination |
| LO-2 | Can perform room selling techniques. |
PO-1 At the end of the programme the students should be able to: Have an understanding of the structure of the tourism industry, how it functions, and its significance for the development of the country.
PO-4 Communicate verbally, non-verbally and in writing effectively and demonstrate effective presentation skills. PO-8 Have an understanding of the basic concepts, theories, principles and facts within the context of management, economics, and social psychology. PO-17 Work effectively both independently and with others. PO-18 Improve themselves gradually both professionally and personally, take responsibility for independent learning and demonstrate it. |
Examination |
| LO-3 | Can handle customer complaints. |
PO-1 At the end of the programme the students should be able to: Have an understanding of the structure of the tourism industry, how it functions, and its significance for the development of the country.
PO-4 Communicate verbally, non-verbally and in writing effectively and demonstrate effective presentation skills. PO-8 Have an understanding of the basic concepts, theories, principles and facts within the context of management, economics, and social psychology. PO-16 Describe, synthesize, analyze, interpret and evaluate data and information professionally. PO-17 Work effectively both independently and with others. PO-19 Recognize, understand, and communicate with different cultures. |
Examination |
| LO-4 | Can manage the front office in hotel enterprises. |
PO-1 At the end of the programme the students should be able to: Have an understanding of the structure of the tourism industry, how it functions, and its significance for the development of the country.
PO-4 Communicate verbally, non-verbally and in writing effectively and demonstrate effective presentation skills. PO-8 Have an understanding of the basic concepts, theories, principles and facts within the context of management, economics, and social psychology. PO-10 Understand and apply management theories and practices in order to effectively run a travel business. PO-16 Describe, synthesize, analyze, interpret and evaluate data and information professionally. PO-18 Improve themselves gradually both professionally and personally, take responsibility for independent learning and demonstrate it. |
Examination |
| PO: Programme Outcomes MME:Method of measurement & Evaluation |
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| Course Contents | ||
| Front office, organization of front office, important and functions of front office department, reception, reservation, front cash, concierge and switcboard divisions;, room selling techniques, types of guest accounts and methods of payments, communication and guest complaints, yield management. | ||
| Weekly Course Content | ||
| Week | Subject | Learning Activities and Teaching Methods |
| 1 | Introduction to Lodging Business | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 2 | Front Office Department in Lodging Business, important of front office, organizational structure of front office, staff of front office. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 3 | Reservation, process of reservation, types of reservation. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 4 | Forecasting reservations. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 5 | Occupancy management (Room availability, closed-day, on-request, overbooking, no-show | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 6 | Reception: Check-in and check-out procedures, night audits. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 7 | Front Cash: Guest Accounts and types. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 8 | mid-term exam | |
| 9 | Front Cash: Types and methods of payments. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 10 | Concierge: functions of concierge, tasks and responsibilities of staff. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 11 | Switchboard: functions of switchboard, tasks and responsibilities of staff. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 12 | Room selling: types of room, techniques of room selling. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 13 | Communication, Dealing with customer: needs and wants, complaints. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 14 | Tour, Convention and Banquet Selling. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 15 | Yield (Revenue) Management. | Lecturing Method Question-Answer Discussion Method Brain-storming |
| 16 | final exam | |
| Recommend Course Book / Supplementary Book/Reading | ||
| 1 | Emeksiz, M. ve M. Yolal (2005). Konaklama İşletmelerinde Önbüro Yönetimi. Ankara. | |
| 2 | Eraslan, N. (2004). Konaklama İşletmelerinde Önbüro İşlemleri ve Yönetimi. Isparta. | |
| 3 | Şener, B. (2001). Otel İşletmeciliğinde Önbüro Yönetimi. Ankara. | |
| 4 | Robert Woods, Jack D. Ninemeier, David K. Hayes and Michele A. Austin. Professional Front Office Management. | |
| 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) | 2 | 14 | 28 |
| Outside Class | |||
| a) Reading | 2 | 5 | 10 |
| b) Search in internet/Library | 2 | 3 | 6 |
| 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 | 2 | 4 | 8 |
| mid-term exam | 1 | 1 | 1 |
| Own study for final exam | 2 | 3 | 6 |
| final exam | 1 | 1 | 1 |
| 0 | |||
| 0 | |||
| Total work load; | 60 | ||