To be scheduled
The Master in Hospitality Management is designed to provide a complete, all-round education in the hospitality industry.
This program is ideal for professionals looking to accelerate their career growth, including those aiming to take on advanced roles within their current organization.
Through insightful lessons and practical modules, participants will gain a comprehensive understanding of hospitality operations, from daily management to strategic planning. The program equips graduates with the managerial skills needed to effectively oversee all aspects of a tourism or hospitality business, enabling them to deliver excellence and innovation in every area of their organization.
FRONT OFFICE & BACK OFFICE MANAGEMENT
Reservations: what they are and how to manage cancellations
Reservation management and distribution
Management and use of online booking platforms (Booking, Airbnb, Expedia, etc.)
Telephone communication management
Guest reception management, with and without reservation (walk-in guests)
Check-in management: overview of legal requirements (Police registration procedures and tourist tax)
Check-out procedures (receipts and electronic invoices)
Overbooking management – ancillary services sales management
Handling stressful situations – problem-solving skills
Complaint management on-site and online
Communication between receptionists, shift handovers, and work shift management
Interdepartmental communication (Reception – Restaurant – Spa – Conference Hall)
Strategies to satisfy and retain customers (room and service upgrades)
Preparation of quotations and corporate/private agreements
Role management: Front Office Manager – Shift Supervisor – Receptionist
Room rate and ancillary service management (low and high season)
Types of accommodation facilities (commercial, tourist, summer tourist, winter tourist)
Tourism and destination marketing
Website management, visibility and functionality
Marketing strategies
HOUSEKEEPING & PORTERAGE
In-person module at the The Westin Palace Milan
Role and shift management
Floor management
Types of room cleaning (stayover and check-out)
Additional services
Guest care
Porterage and luggage storage
FOOD & BEVERAGE MANAGEMENT
Food & Beverage and the importance of planning
Inventory and stock management
The “Just in Time” concept
Responsibilities of the Executive Chef and Restaurant Manager
Total control in Food & Beverage operations
Budgeting and forecasting
Operational organizational structure
Management control in F&B
Team engagement
Technical sheets and standard recipes
Promotion and commercial development
Restaurant concept development
Restaurant revenue management
Procurement management and supplier relations
Menu engineering
The two dimensions of sustainability: financial and environmental
Delivering excellent service
The restaurant experience
Technology supporting F&B operations
CONFERENCE CENTER & SPA MANAGEMENT
In-person module at the The Westin Palace Milan
Meeting room booking management
Management of offered services
Ancillary service sales and banqueting
Types of events and conferences
Different room setup styles
Corporate agreements and client relationship management
LUXURY STRATEGY
Luxury hospitality strategies and positioning.
ADMINISTRATION, ACCOUNTING & MANAGEMENT CONTROL
In-person module at the The Westin Palace Milan
Administrative and purchasing management
Inventory and warehouse management
Management of agreements and offers
Corporate organizational structure
REVENUE MANAGEMENT
Bottom rate and SWOT analysis
Analysis of ADR, RevPAR, ARPAR and GOPPAR indicators
Yield management
Objectives and conditions for application
SALES & MARKETING
Hotel marketing strategies.
TOURISM DIGITAL MARKETING & SOCIAL MEDIA
Advertising campaign management
Web marketing and communication strategies
Tourism promotion activities on social networks
Strategies to improve property visibility online
Creation of effective content and use of the official website
Brand reputation management and social media trends
Managing relationships and collaborations with tour operators
SEO strategies
Brand strategies in social media for hospitality
The importance of Web 3.0
Use of tools for maintaining a constant and active web presence
LEGAL ASPECTS: RISKS AND OPPORTUNITIES
Tourism law and traveler protection
New tourism frontiers: extra-hotel accommodation, environment, and sustainability
Property managers and tourist rentals through OTAs
Applicable regulations in the absence of general contractual conditions
Hotel deposit regulations and civil code: abandoned items and guests overstaying
National tourism legislation and market regulations
General regulations for tourism professionals
Focus on agritourism hospitality
Maximizing the value of agritourism and accommodation facilities
How to make agricultural tourism offerings competitive in the rural and sustainable tourism market
Preparatory Phase
Minimum 50 hours of independent self-study based on the learning materials provided during the preparatory phase and throughout the lessons, including the possibility to review recorded lectures on the platform and complete any scheduled exercises.
English language course lasting 6 months, with an “all you can learn” formula.
If participants already possess a self-certified B2 level of English, they may choose one of the following languages instead: French, Spanish, Portuguese, Italian or German.
Classroom Phase
180 hours of theoretical lessons
Project Work
Development of a practical project related to the course topics (1 month).
Career Services
CV distribution to companies in the hospitality sector
Career guidance and job orientation
30
180 hours
Italian Italian 
English
Spanish
