FRONT OFFICE & BACK OFFICE MANAGEMENT - ENGLISH LANGUAGE MODULE

• Reservation: what it is, how to handle cancellation
• Management and distribution of bookings
• Management of online booking platforms (Booking, Air b&b, Expedia, etc.).
• Telephone interview management
• Customer reception management, with and without reservation (walk in)
• Check-in management: outline of Questura and residence tax requirements
• Checking out (receipts and electronic invoices)
• Overbooking management
• Sales management ancillary services
• Managing stressful situations - Problem solving skills
• On-site and online complaint handling
• Communication between receptionists, handover modes, shift management
• Communication management between departments (Reception-Restaurant-Spa-Conference room)
• Customer satisfaction and loyalty strategies (room and service upgrades)
• Implementation of quotations and agreements with companies and individuals
• Role management: - Reception manager - Shift manager - Shift manager
• Management of room rates and ancillary services (low and high season)
• Types of accommodation (commercial, tourist, summer tourist, winter tourist)
• Tourism and territorial marketing
• Website management, visibility, functionality
• Marketing Strategies

HOUSEKEEPING AND HOUSING - In-person module at The Westin Palace, Milan | Sheraton Diana Majestic

• Role and shift management, Floor management, Room cleaning (if stay or check out), Additional services, Customer care, Porterage and luggage storage

FOOD & BEVERAGE MANAGEMENT

• Types of services
• Room Service
• Managing roles in the kitchen and dining room
• Shift management
• Menu types and styles
• Haccp
• How best to manage the customer approach
• Optimising bar services
• Banqueting
• Cost and goods management

CONGRESS CENTRE AND SPA - In-person module at The Westin Palace, Milan | Sheraton Diana Majestic

• Room Reservation Management
• Management of services offered
• Sales management ancillary services
• Banqueting
• Types of events and conferences
• Various types of room set-up
• Implementation of corporate conventions, customer relations

LUXURY STRATEGY
ADMINISTRATION AND ACCOUNTING / MANAGEMENT CONTROL - In-person module at The Westin Palace, Milan | Sheraton Diana Majestic

• Administration and treasury management
• Inventory and warehouse management
• Managing conventions and offers
• Company organigram

REVENUE MANAGEMENT - 

• Bottom rate, SWOT analysis
• Analysis of ADR, RevPAR, ARPAR and GOPPAR indicators
• Yield Management
• Objectives and conditions of applicability

SALES & MARKETING

• Hotel Marketing Strategies

TOURISM DIGITAL MARKETING AND SOCIAL MEDIA

• Campaign management
• Web marketing and communication strategies
• Tourism promotion activities on social networks
• Structure visibility optimisation strategies in the Internet environment
• Effective content processing
• Using the official website
• Brand reputation management
• Social media trends
• How to manage relationships and collaborations with tour operators and tourism promotion activities

SEO

• Brand strategies in social media in hospitality
• The importance of Web 3.0
• Use of useful tools for a constant and active presence on the web

LEGAL IMPLICATIONS: RISKS AND OPPORTUNITIES

• The Tourism Code and the Protection of Travellers
• The new frontiers of tourism: non-accommodation, environment and sustainability
• Property managers and tourist lettings through OTAs
• The discipline applicable in the absence of general conditions
• Hotel storage and the civil code: abandoned objects and the guest not leaving the room