Information Package / Course Catalogue
Advanced Hotel Management Practices 1
Course Code: THM125
Course Type: Area Elective
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 1
Prt.: 1
Credit: 2
Lab: 0
ECTS: 2
Objectives of the Course

The aim of this course is to equip selected students with the operational and technological competence to begin working as mid-level managers (supervisors, shift leaders, assistant managers) in hospitality establishments. Through real-world scenario applications using ElektraWeb PMS management modules and the Kepsla reputation management system, industry guest experiences, team leadership skills, and integrated project work, students are prepared for internships not as operational staff, but as supervisor candidates.

Course Content

This course aims to equip selected students with the operational and technological competence to work as shift leaders, supervisors, or assistant managers in hospitality establishments. Students will learn about mid-level management roles and interdepartmental coordination, guest experience and crisis management protocols, real-world scenario applications through ElektraWeb PMS management modules, sentiment analysis and AI-powered review response with the Kepsla reputation management system, team leadership, and feedback techniques. The course also includes two industry guest sessions and an introduction to key revenue indicators such as ADR and RevPAR.

Name of Lecturer(s)
Learning Outcomes
1.Defines the responsibilities of the shift leader, supervisor, and assistant manager roles and evaluates hotel operations from a departmental coordination perspective.
2.Guest complaint management, VIP protocol, and crisis scenarios are implemented and resolved on ElektraWeb PMS.
3.Kepsla conducts department-based sentiment analysis through its reputation management system, reads reputation trends, and develops AI-powered comment response strategies.
4.They conduct department briefings, provide constructive feedback to employees, and apply leadership skills to increase team motivation.
5.By reading key revenue indicators such as ADR, RevPAR, and occupancy rate from ElektraWeb reports, the company reflects these in its operational decision-making processes.
Recommended or Required Reading
1.Hudson, S. (2024). Hospitality Management: International Introduction. Routledge.
2.Milwood, P. (2022). A Pop-up Restaurant Business Guide for Capstone Hospitality Entrepreneurship Education. PSU Pressbooks.
3.Program ElektraWeb PMS + Kepsla (shared use)
Weekly Detailed Course Contents
Week 1 - Theoretical
The roles of shift leader, supervisor, and assistant manager are defined and their responsibilities; the role differences between high school and vocational school graduates; the position of the middle manager within the department; developing a managerial perspective: a 'managing' perspective instead of a 'doing' perspective; career paths in hotels and the roadmap from supervisor to general manager.
Week 2 - Practice
Interdepartmental coordination: how front office, housekeeping, F&B, and sales departments interact with each other; operational implications of cash and information flow; reading the P&L (profit and loss) statement: financial indicators a supervisor needs to understand; daily operational flow and shift handover protocols; analysis of a sample hotel organizational chart.
Week 3 - Theoretical
The stages of guest complaint management: listen, apologize, resolve, follow up; VIP guest reception and protocol management; challenging guest scenarios: role-playing exercises; decision-making in crisis situations: fire, medical emergency, complaint escalation; the link between guest satisfaction and employee motivation; examples from real hotel cases.
Week 4 - Practice
Industry guest presentation: 'What do I look for in a supervisor?' and 'How has technology changed my management approach?'; interactive Q&A with the guest; sharing experiences from real hotel operations; guidance for students on internship and career goals; reflection essay after the guest presentation: 'What did I learn from this talk?'
Week 5 - Theoretical
ElektraWeb PMS interface and access to administrator-level modules; reporting module: occupancy report, revenue report, department performance summary; team coordination tools: task assignment and tracking; personalized service planning via guest profile history; reading PMS data and reflecting it in daily operational decisions; application: preparing a PMS report for the morning briefing.
Week 6 - Practice
Scenario 1 — Check-in crisis: 20 guests arriving simultaneously and system slowdown; Scenario 2 — Overbooking management: guest routing, compensation, and relationship management; Scenario 3 — VIP guest: special request management and interdepartmental coordination; Scenario 4 — Night shift audit: shift handover protocol and anomaly detection; each scenario is simulated live on ElektraWeb.
Week 7 - Theoretical
Kepsla platform interface and management dashboard reading; department-based sentiment analysis: front desk, housekeeping, F&B, and overall experience scores; time series interpretation: weekly and monthly reputation trends; competitor benchmarking: monitoring market position; identifying areas for improvement and integrating them into department briefings; implementation: dashboard analysis with real hotel data.
Week 8 - Intermediate Exam
The exam will assess the topics covered between weeks 1-7. It will cover mid-level management competencies, hotel operations, guest experience and crisis management, ElektraWeb PMS management modules, scenario applications, and Kepsla reputation dashboard analysis.
Week 9 - Practice
Kepsla's AI-powered comment response module enables professional responses to both positive and negative reviews; multilingual response management; deciding which reviews require automated responses and which require manual responses; generating a weekly reputation report; presenting the report to department meetings: 'What did we learn this week?'; and implementation: developing a response strategy for 10 real reviews.
Week 10 - Theoretical
Managing department briefings: agenda, duration, and impact; techniques for providing constructive feedback to employees; motivational tools: recognition, delegation of responsibility, career interviews; managing low performance: warnings, coaching, and improvement plans; conflict resolution: between guests and employees, and between employees themselves; the direct impact of employee experience on guest satisfaction; role-playing: a feedback interview with a difficult employee.
Week 11 - Practice
Concepts such as ADR, RevPAR, occupancy rate, and GOP; what these indicators mean for a supervisor; reading and interpreting daily pick-up reports; the impact of pricing decisions on operations: additional service sales and upselling opportunities during busy nights; reading daily revenue summaries via ElektraWeb; 'Today occupancy is 90% but RevPAR is low — why?'
Week 12 - Theoretical
Industry guest presentations: 'How technology has transformed the way I do business?' and 'What is the difference between an intern and an experienced employee?'; sharing experiences on how to use PMS, reputation management, and revenue management tools in daily practice; answering students' professional questions; reflection after the guest presentation: 'What skills should I develop before going on an internship?'
Week 13 - Practice
A final project incorporating all competencies learned throughout the semester: a scenario for managing a week's operation of a real or simulated hotel; preparing occupancy and revenue reports via ElektraWeb; reputation analysis and review response strategy via Kepsla; department briefing presentation; a 10-minute presentation of the project — an industry guest can participate as a reviewer.
Week 14 - Final Exam
A final exam will be administered to provide a comprehensive assessment of all topics covered in the course. The final exam will cover middle management competencies, ElektraWeb PMS management applications, Kepsla reputation management, team leadership, introduction to revenue management, and integrated scenario management.
Assessment Methods and Criteria
Type of AssessmentCountPercent
Assignment1%10
Project1%60
Quiz1%10
Midterm Examination1%20
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory141242
Project51110
Quiz1011
Midterm Examination1011
Final Examination1011
TOTAL WORKLOAD (hours)55
Contribution of Learning Outcomes to Programme Outcomes
PÇ-1
PÇ-2
PÇ-3
PÇ-4
PÇ-5
PÇ-6
OÇ-1
4
5
5
5
5
5
OÇ-2
5
5
5
5
5
5
OÇ-3
5
5
5
5
5
5
OÇ-4
5
5
5
5
5
5
OÇ-5
4
5
5
5
5
5
Adnan Menderes University - Information Package / Course Catalogue
2026