The Booking Agent or Front Office Manager plays a fundamental role within the organisation of a tourist company. He is the professional figure who first comes into direct contact with customers and relates with them, and it is therefore on this that the company's image largely depends.
The Receptionist course aims to train a professional figure who can work in any type of hotel, commercial, tourist facility, etc., providing comprehensive training on the main tasks and responsibilities of a front office manager.
The course is aimed at young people, even those with their first experience in the sector, providing at the end of the course the possibility of a practical internship at partner companies.TRAINING PROJECT
Preliminary lessons:
- dispatch of texts
-course on safety at work
online English course lasting 6 months; alternatively and in possession of at least a self-certified B2, you can opt for one of the following languages: French, Spanish, German, Chinese (Mandarin) Portuguese (Brazilian), Italian
Virtual classroom phase: 48 hours
Project work: front office management simulation of a hotel establishment
Company internship: 300 hours at companies in the sector chosen within the IET partner network
MAXIMUM NUMBER OF PARTICIPANTS: 20 DOWNLOAD BROCHURE
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Full programmeThe receptionist handles bookings and walk-in arrivals, manages check-in and check-out, deals with customer registration, room occupancy distribution, upgrades, overbooking cases, flight re-booking situations, handling complaints and solving any problems; issues tax documents; knows customer retention techniques.
Receptionist
The receptionist or front office manager has several tasks and competences: he 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 particularities, which are central to an accommodation facility, and given also the transversal nature of its competencies, the
Front-Office Manager is the anteroom of the hotel general management.
Lesson Calendar
Monday 19 April 14:00 - 18:00
Tuesday 20 April 14:00 - 18:00
Monday 26 April 14:00 - 18:00
Tuesday 27 April 14:00 - 18:00
Monday 3 May 09:00 - 13:00
Tuesday 4 May 09:00 - 13:00
Monday 10 May 09:00 - 13:00
Tuesday 11 May 09:00 - 13:00
Monday 17 May 09:00 - 13:00
Tuesday 18 May 09:00 - 13:00
Monday 24 May 09:00 - 13:00
Tuesday 25 May 09:00 - 13:00
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 divided into a propaedeutic online phase and a classroom part with frontal lessons, during which it will be possible for students to analyse case histories, carry out exercises and participate in project work, which are essential for them to be able to fully learn techniques and use dedicated tools and software. An internship period to follow will also allow students 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 tourism regulations and packages
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
It is preferable to hold certificates attesting to knowledge of a foreign language (preferably English) and to have already worked in the tourism sectorThe front office manager works in reception, front office, customer service, online booking and in general in all those areas requiring direct contact with the public, in all tourism organisations dealing with reception, such as:
Hotels and Hotel Chains
Cruise Ships
Luxury residences
Hotel Villages and Residences
Beauty farmPrivate certificate of master's degree attendance
Certificate of Project Work
Internship certificate
THE TOURIST ORGANISATION
The Tourism Product
Attractions - Transport - Accommodation - Entertainment
The Accessibility Factor
Enit and Tourist Promotion Agencies
Institutional communication tools in tourism
Examples of institutional communication
Institutional Promotion: Fairs-Workshops-RoadShow-Educational Tour-Sponsorships-Testimonials-Comarketing
THE TOURISM SYSTEM
The distribution system
Producers
Traditional (offline) and online tour operators
Wholesaler
OTA - IDS - GDS -
Consortia
Bus Operator
ADV retailers
Metamotors
Google Travel
I Review Sites
Life cycle of distribution systems
TOURISM ENTERPRISES
The peculiarities of the hotel system
Types of hospitality
The forms of management
The Business Plan, the operational organisation chart, strategic planning, management control
CAPEX and FF&E
Benchmarking activities and SWOT analysis
STR
Module 1
Introduction to Hotel Management
Types of tourist flows
The company organisation chart
Outlines of tourism legislation
Module 2
The front office
Organisation and operational management of the reception area
Check in and check out management
Reception techniques and customer approach
The elements of communication: NLP principles, verbal and non-verbal communication, intercultural communication
Professional Ethics
The departments of an establishment: Reception/Front Office; Room Division; Food & Beverage; M.I.C.E. (Meeting, Incentive, Congress & Events); Revenue, Marketing
Complaint handling
Shift management, handovers
Module 3
The back office
Telephone booking management
Reservations and rates (conventions)
Room occupancy management
Issuing tax documents, collections, accounting
Hints of Revenue Management
Module 4
IT in Hotels
Use of main management software
E-mail management
Brand reputation management in the Internet environment
Project work will consist of writing an analysis of all aspects related to the front office of a hotel, starting with the collection of specific data and ending with simulations.
After the classroom part, there will be a 300-hour internship period in the front office departments of hotels, chains and partner companies operating in the tourism sector.
TEACHERS
English 
Italian