Online Master in Hospitality Management

FRONT OFFICE & BACK OFFICE 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 - Ancillary services sales management
• 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 

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

FOOD & BEVERAGE MANAGEMENT

• F&B and the importance of planning
• Warehouse management
• The “Just in Time” concept”
• The responsibilities of the Executive Chef and Restaurant Manager
• Total control in the Food&Beverage
• Budgeting and Forecasting
• The operational organisation chart
• Management control in the’F&B
• Team involvement
• Data Sheets
• Promotional marketing
• The Restaurant Concept
• Restaurant Revenue Management
• Purchasing management and supplier relations
• The Engineering Menu
• The two types of sustainability: financial and environmental
• An excellent service
• The Restaurant Experience
• Technology at the service of’F&B

CONGRESS CENTRE AND SPA - In-person module at The Westin Palace, Milan 

• Room Reservation Management, Service Management
• 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-presence module at The Westin Palace, Milan 

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

REVENUE MANAGEMENT - 

• Bottom rate, SWOT analysis
• ADR Indicator Analysis, RevPAR, ARPAR and GOPPAR, 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
• Developing effective content, 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
• Code of state regulations on tourism organisation and market
• general rules of the tourism sector for professionals
• Focus on agricultural hospitality
• Maximisation of agritourism or accommodation facilities
• How to make an agricultural offer competitive in the rural and sustainable tourism market

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:

50 hours minimum of self-study for the teaching material provided in the preparatory phase and during the lectures, including the possibility of reviewing the lectures recorded on the platform and any planned exercises

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 180 hours of theoretical lessons, of which 164 hours online and 16 hours face-to-face.

Specifically, the modules HOUSEKEEPING AND CONGRESS CENTRES AND SPAS , ADMINISTRATION AND ACCOUNTING / MANAGEMENT CONTROL, REVENUE MANAGEMENT will be held in person at 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;