The 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 peculiarities, which are central to a hotel and given also the transversal nature of its competences, the Front-Office Manager represents the antechamber of the hotel general management.
Introduction to hotel management
Introduction to Hotel Management
Types of tourist flows
The company organisation chart
Outlines of tourism legislation
The role of the front office manager
l 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, communication
intercultural
Professional Ethics
The departments of an establishment: Reception/Front Office; Room Division; Food & Beverage; M.I.C.E. (Meeting,
Incentive, Congress & Events); accounting and administration
Complaint handling
Shift management, handovers
Back office activities
The back office
Telephone booking management
Reservations and rates (conventions)
Room occupancy management
Issuing tax documents, collections, accounting
Hints of Revenue Management
The Web Tool and Management Systems
IT in Hotels
Use of main management software
E-mail management
Brand reputation management in the Internet environment
Digital marketing
The destination concierge
International hospitality
Luxury hotels: overview and characteristics of five-star hotels
The Luxury Concierge Service in Italy and around the World
Role and tasks of the global destination concierge
Promotion of territorial tourist attractions
Planning 5-star itineraries
Winning Hospitality in the World of Luxury
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 an online preparatory phase and a classroom part with frontal lessons, during which it will be possible for 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 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
Possession of certifications attesting knowledge of a foreign language (preferably English) and having already worked in the tourism sector are preferential requirements
48 hours in full immersion
Private certificate of course attendance
Occupational safety course certificate
Certificate of Project Work
Internship certificate
Possibility of financing the registration fee;
Career orientation meeting;
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 Istituto Europeo del Turismo; 3-month Go Fluent 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, German, Chinese (Mandarin), Portuguese (Brazilian), Dutch, Russian 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: 48 hours of full immersion lessons
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
Italian 
English