Online Master in Hospitality Management

GESTIONE FRONT OFFICE & BACK OFFICE – 

• 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)
• Gestione overbooking – Gestione vendite servizi ancillari
• 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 E FACCHINAGGIO – Modulo in presenza presso il The Westin Palace, Milan 

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

FOOD & BEVERAGE MANAGEMENT

• Tipologie dei servizi, Servizio in camera
• Managing roles in the kitchen and dining room
• Gestione turni, Tipologie e stili menu
• Haccp, Come gestire al meglio l’approccio al cliente
• Ottimizzazione servizi al bar, Banqueting
• Cost and goods management

CENTRO CONGRESSI E SPA – Modulo in presenza presso il The Westin Palace, Milan 

• Gestione prenotazioni sale, Gestione servizi offerti
• Gestione vendite servizi ancillari, Banqueting
• Tipologie di eventi e congressi, Varie tipologie di allestimento sale
• Implementation of corporate conventions, customer relations

LUXURY STRATEGY
AMMINISTRAZIONE E CONTABILITA’/ CONTROLLO DI GESTIONE – Modulo in presenza presso il The Westin Palace, Milan 

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

REVENUE MANAGEMENT - 

• Bottom rate, SWOT analysis
• Analisi indicatori ADR, RevPAR, ARPAR e GOPPAR, Yield Management
• Objectives and conditions of applicability

SALES & MARKETING

• Hotel Marketing Strategies

TOURISM DIGITAL MARKETING AND SOCIAL MEDIA

• Gestione campagne pubblicitarie, Web marketing e strategie comunicative
• Tourism promotion activities on social networks
• Structure visibility optimisation strategies in the Internet environment
• Elaborazione contenuti efficaci, Utilizzo del sito web ufficiale
• Gestione brand reputation – Social media trends
• How to manage relationships and collaborations with tour operators and tourism promotion activities

SEO

• Brand strategies in social media in hospitality, L’importanza del 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
• Codice della normativa statale in tema di ordinamento e mercato del turismo
• norme generali del comparto turistico per professionisti

Diploma in tourism or Bachelor's degree
At least 3 years' experience in the hotel industry
Knowledge of the English language (intermediate level B2)

Private Certificate of Course Attendance

Safety at work course (low risk)
Certificate of Project Work
Certificate of Internship

Possibility of financing;
Reworking and updating the CV for dissemination to companies in the sector at the end of the training course.

Propaedeutic phase:

Study of preparatory texts provided by the European Tourism Institute;
6-month English language course 'all you can learn' formula. If you already have at least a self-certified B2 level of English, you can choose another of the following languages: French, Spanish, Portuguese and Italian.
Safety at work course (Legislative Decree 81/08) on FAD platform for the duration of 8 hours of General Training + Low Risk, with relative issue of certificate.

Classroom phase 160 hours of theoretical lectures, of which 144 hours online and 16 hours face-to-face.

Specifically, the modules HOUSEKEEPING AND CONGRESS CENTRES AND SPAS , AMMINISTRAZIONE E CONTABILITA’/ CONTROLLO DI GESTIONE, REVENUE MANAGEMENT verranno svolti in presenza presso il THE  WESTIN PALACE,MILAN 

Project work: realisation of a project (1 month);
Internship phase: 350 hours at a partner company in the participant's region of interest;

Digital CV editing
CV dissemination
Job orientation;