Study plan of the Master in Hospitality Management

Hospitality Management Study Plan

FRONT OFFICE

  • Front Office
  • Customer reception
  • Management and sales methods for walk-ins
  • Check-in and check-out procedures
  • Brief notions on up selling
  • Crisis situations client management
  • Verbal and non-verbal communication
  • Client loyalty management
  • Work rotation system
  • Front Office organizational chart
  • Skill trainer and shift leader
  • Assistant front office manager
  • Front office manager and night auditor
  • Price Plan
  • Website
  • Comparative analysis of IT systems
  • Guided tour

FOOD & BEVERAGE DEPARTMENT

  • Analysis of the types of catering within hotels
  • Analysis of different service techniques and upselling
  • Breakfast
  • The hotel barman
  • Selling techniques applied to the bar service
  • Profit and loss
  • Menu engeneering
  • Brief notions of Micros Fidelio
  • Banqueting

HOUSEKEEPING

  • Hotel Rooms and Suites category analysis
  • Cleaning techniques and work breakdown
  • Hotel quality analysis
  • Executive housekeeping
  • Dedicated floor waiter
  • Porter, bellman and doorman
  • Butler
  • Despatcher and customer care
  • Coverture techniques analysis
  • Housekeeping service timing

THE SALES DEPARTMENT

  • The salesman role
  • Selling techniques
  • Price planning management
  • Programs for frequent customers
  • Reservation Department
  • Travel agencies, Tour Operators, Consortia and Implanting
  • 1) Booking office and response models for individual customers and Tos groups
    Overbooking management
    Upgrade management
    “Sorry” management
  • 2) Booking department for congressional events and banqueting
  • 3) The sales department and the professional figures
  • 4) Marketing and sales plan
  • 5) Participation to fairs and the main industry fairs (eventually stands choice and materials needed)
  • 6) Hospitality communication

MEETINGS AND CONVENTIONS DEPARTMENT

  • Meeting and congress organizer
  • Event Management
  • Comparative analysis of commercial services offered by the main hotel chains regarding conventions and events
  • The role of the Director of Business Development

HUMAN RESOURCES

  • Leadership and human resources management within accommodation facilities
  • Brief notions of the laws regarding security at work, privacy and anything else relevant to the hospitality industry
  • Work contracts in the hospitality industry

ADMINISTRATION

  • Administration
  • Organogram and professional figures
  • Commisions
  • Management control
  • Department evolution
  • Treasureship
  • Organogram and professional figures
  • Storehouse and its organization
  • Economic promotion of the storehouse
  • Department evolution

GENERAL MANAGEMENT

  • The roles of the General Manager in regards to:
  • the customers
  • the economic results
  • the property
  • the personnel

FINANCIAL, REVENUE MNG, YELD MNG

  • Revenue Management
  • G.O.P. Analysis, Revpar, Average Room Rates
  • Yield Management
  • Deviations and reporting techniques

SOCIAL MEDIA IN THE TOURISM MARKETING

  • To understand the promotion techniques of the tourism sector through the web and social media
  • To understand the types of internet advertising in the tourism sector
  • To carry out an exploration of digital and engagement marketing in the tourism sector.
  • To acquire new methodologies and practical insights to plan and manage online selling and promotion activities within the tourism sector based on a 3.0 perspective
  • Web marketing principles and techniques within the tourism sector
  • The online touristic market: commercial investments on the internet and the reservations and sales volumes
  • The website of a touristic operator; the first online communication type: B2B and B2C websites and major differences
  • Display advertising, E-mail Marketing, Coupon Digital in support of consumer & trade promotion, tools and techniques for online communication in the tourism sector
  • The use of search engines for touristic promotion.
  • Introduction to the basic principles of the Search Engine Optimisation
  • Google Ads for Tourism
  • The impact of web 3.0 on marketing and touristic communication
  • Web 3.0 and tourism – current state and tendencies
  • Active customer participation in the touristic product and service supply
  • The role of virtual communities and social media in the process of choosing and purchasing the specific hotel’s services
  • 3.0 communication and marketing tools, aggregation sites, sharing and online distribution of content; social networking, microblogging and real time media, RSS, Podcast.
  • Operator’s website integration with the 3.0 Tools
  • Virtual Communities and “themed” social medias, focused on Tourism communication and Hospitality Management: categories and differences, forum, blog, social network, geo social
    network, opinion and consumer reviews websites with special reference to Tourism
  • Hospitality 3.0: Hotel on line reputation management
  • The online reputation management of the accommodation and the importance, for the hotel, of the analysis and monitoring of virtual communities and social media.
  • Setup and manage monitoring for virtual communities, social media and websites for consumer reviews; Methodology and the main monitoring tools (Social search engines and platforms related to the Hospitality industry)
  • Hospitality 3.0 – Social Communication Strategies e Presence
  • Communication and social presence techniques and strategies for hotels and accommodation facilities
  • Trends and Future Developments

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