Information Package / Course Catalogue
Guest Relationship Management
Course Code: GAST514
Course Type: Area Elective
Couse Group: Second Cycle (Master's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 3
Prt.: 0
Credit: 3
Lab: 0
ECTS: 5
Objectives of the Course

With this course; The aim of this course is to gain competencies related to the communication with the guest.

Course Content

Creating customer value, sustaining value, measuring satisfaction techniques, importance of customer loyalty and managing customer complaints

Name of Lecturer(s)
Lec. Fulya MÜRTEZA
Learning Outcomes
1.To be able to define guest relations and explain their management
2.To be able to design customer acquisition and retention efforts by empathizing with guests
3.To be able to design guest relations management
4.Ability to manage guest complaints
5.To be able to measure and interpret guest relations
Recommended or Required Reading
1.Müşteri İlişkileri Yönetimi CRM ,Yavuz Odabaşı,Auro Yayınevi. 2015
Weekly Detailed Course Contents
Week 1 - Theoretical
Discussion of guest concept and importance of communication with guest.
Week 2 - Theoretical
Effective use of guest relations and communication tools (telephone, e-mail, etc.).
Week 3 - Theoretical
Guest types and behaviors
Week 4 - Theoretical
Guest types and behaviors
Week 5 - Theoretical
Elements to be considered in face to face communication in guest relations.
Week 6 - Theoretical
Elements to be considered in face to face communication in guest relations.
Week 7 - Theoretical
Non-boy situations and their solutions
Week 8 - Theoretical
Receiving and resolving guest requests and complaints
Week 9 - Theoretical
Receiving and resolving guest requests and complaints
Week 10 - Theoretical
Communication problems that may arise from cultural difference
Week 11 - Theoretical
Communication problems that may arise from cultural difference
Week 12 - Theoretical
Communication problems that may arise from cultural difference
Week 13 - Theoretical
Communication problems that may arise from cultural difference
Week 14 - Theoretical
Use of body language in communication
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory143384
Final Examination115217
Board Examination120222
TOTAL WORKLOAD (hours)123
Contribution of Learning Outcomes to Programme Outcomes
PÇ-1
PÇ-2
PÇ-3
PÇ-4
PÇ-5
OÇ-1
5
5
5
5
OÇ-2
OÇ-3
OÇ-4
OÇ-5
Adnan Menderes University - Information Package / Course Catalogue
2026