Dal 06 Ottobre 2025 al 06 Novembre 2025
RECEPTIONIST
The receptionist has several tasks and skills: he or she acts as an advisor to customers on the important things to see, the easiest ways to reach places of interest or where to eat, to enable them to enjoy their holiday to the fullest.
It welcomes guests on their arrival and assists them throughout their stay, making reservations, availability and rooms, and notifying the relevant departments of any necessary or possible interventions.
Given its functional, managerial and organisational peculiarities, which are central to an accommodation establishment, and also given the transversal nature of its competences, the receptionist represents the antechamber to the general hotel management.
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
Special training presso The Westin Palace, Milan
Trainees will have the opportunity of two additional training days at the two hotels.
This training course aims to create future professionals in the tourist reception sector, providing them with all the theoretical and practical knowledge and skills to fulfil this very important role.
The course is organised online in live streaming, during which it will be possible for the trainees to analyse case histories, carry out exercises and participate in project work, which are indispensable for them to be able to fully learn techniques and use dedicated tools and software.
An internship period to follow will also enable them to put into practice what they have learned in the classroom.
Possession of a high school diploma (a university degree is preferable)
Good knowledge of at least one foreign language
Ability to relate to the public and facility staff
Knowledge of IT tools and contracts
Problem solving skills
Excellent communication skills
Possession of certifications attesting knowledge of a foreign language (preferably English) and having already worked in the tourism sector are preferential requirements
Computer use and knowledge of the Internet environment
Private certificate of course attendance
Occupational safety course certificate
Certificate of project work
Internship certificate
Possibility of financing;
CV video realisation;
Reworking and updating the CV for dissemination to companies in the sector at the end of the training course;
Preparatory phase: Study of preparatory texts provided by the European Institute of Tourism; 6-month English language course "all you can learn" formula. If you already have at least a certified B2 level of English, you can choose another one of the following languages: French, Spanish, Portuguese and Italian; Safety at work course (Legislative Decree 81/08) on a FAD platform for the duration of 8 hours of General Training + Low Risk, with relative issue of certificate.
Classroom phase: 60 hours
Project work: Simulation of the front office management of a hotel establishment
Company internship: 300 hours at companies in the sector chosen within the IET partner network
Special training presso The Westin Palace, Milan
Trainees will have the opportunity of two additional training days at the two hotels.
max. 30
60 ore online
There will be a 300-hour internship period in the front office departments of hotels, chains and partner companies operating in the tourism sector.
Private Certificate of Course Attendance
Certificate of Project Work
Internship certificate
Certificate of the Occupational Safety Module (Low Risk)
The project work will consist of the drafting of an analysis of all aspects related to the front office of a hotel, starting with the collection of specific data and ending with simulations and organisation of a front office.
NGA Srl
Address: Via Albricci, 9 - 20122 Milan (IT)
Partita Iva: 11633410961
Email: info@istitutoeuropeodelturismo.com
Telephone: 800 09 89 67
Fax: 02 81273974
English 
Italian