ANPA - Accademia Nazionale Professioni Alberghiere

The only certified and patented method to train
and work quickly in tourism and catering

Phone: +39 06 997 069 45
Phone: +39 06 997 069 46
Mobile: +39 393 9230 999

Hotel Receptionist Basic Level
Description

DESCRIPTION
HOTEL RECEPTIONIST BASIC LEVEL

The professional course for Receptionist (basic level) aims to train a professional desk (single bench of Front Office and Concierge) able to operate with competence and professionalism to booking services, information and communication with customers within hotels to small, medium and large. The training course will learn the main tasks of Warden Reception: reservation management (Booking) and arrivals (Check-in), registration of guests and room assignments, correct description of the various services offered by the management of the cash and vouchers (Charges/Billing), preparation of the account, check-out procedures, issuance of tax documents, fee collection, management of any complaints, claims and incidents. To perform professionally the profession of Receptionist and reach a level of preparation "Secretary of Reception and cash", but are also essential a good knowledge of computer software hotel management and foreign languages, the ability to offer an image Excellent hotel itself and that is, as well as understanding the needs of customers and meet their demands. Proper organization of the reception department requires, therefore, a staff with characteristics of versatility and able to handle multiple tasks to a high standard of quality, indispensable to work professionally within international hotels. Employment opportunities for young people, Italians and foreigners, who wish to start up profession of Receptionist are many, especially in view of an international labor market that is constantly looking for personnel with the right technical skills and professional. The professional course for Receptionist (basic level) is aimed at a diverse audience: young and old, Italians and foreigners, men and women, with or without experience in holding a high school diploma and degree, with basic knowledge of at least one foreign language (preferably English and Spanish), who intend to start this wonderful profession with competence, professionalism and seriousness. The theoretical and practical course will be held within prestigious hotel partners ANPA sites on the national territory and allow the students, from the beginning of the training phase, to make contact with the professional environment and understanding the dynamics of the hotel management all the services of hospitality tourism. The teaching of the courses is entrusted exclusively to General Manager, Front Office Manager, Directors and Deputy Directors of Hotel, Concierge, experts of Marketing, Sales Revenue and Tourism Management with proven experience and high professionalism.

Information

INFORMATION
HOTEL RECEPTIONIST BASIC LEVEL

START COURSES Every month

DURATION A month and a half of practical training, with the possibility to carry out a subsequent path of stage from 1 to 6 months in company

PARTICIPANTS Max 15

FREQUENCY Three times a week (Monday, Wednesday, Friday)

TIMETABLE 17.30 – 20.30

COST € 1300,00 + VAT 22%

STAGE Allowed students to meet the requirements of Article. 18, paragraph 1, letter d of Law 196/1997 and art. 11 of Legislative Decree 13 August 2011. For the activation of the stage is scheduled payment of € 150.00 + VAT 22 % to answering internships ANPA, only upon verification by the same requirements of the participant the performance of the internship. This fee covers the training period from 3 to 6 months exclusively within a single structure. If the student intends to carry out the training period in most structures, for each activation stage it will be necessary to pay the sum of € 150.00 + VAT 22 %

INSTALLMENTS € 278,00 + 2 installments of € 660,00
€ 278,00 + 12 installments of € 116,50

Didactic Program

HOTEL RECEPTIONIST BASIC LEVEL
DIDACTICAL SCHEDULE:

• The quality of service
Technical approach with the client, verbal and no-verbal.

• Technical reception
The phases of hospitality, welcome and farewell techniques, the reception on the phone: how to respond, and the most appropriate formulas to pronounce on the phone and those to be avoided, the hospitality professionals, the customer: who he is and what it is. Types of customer.

• Introduction to hotel management
The organizational models, the company organization chart, hotel departments.

• Technical management of the Front Office
Strategic differences between chain and independent hotels, the organization of the hotel, the room division, the professional front office reception, concierge, cash and exchange; communication management in the front office (external and internal), customer management at various stages (guest cycle): pre-arrival (booking), arrival (ceck in), living room (account management), departure (check out), guest relations and management of the complaint, issue of tax documents, sorting incoming mail, committees and commissions internal and external management of the complaint, the overbooking.

• The figure of the concierge
The duties of the department concierge and various roles, case management of the crisis, assist customers in emergencies (sudden illness, falls, drunkenness and quick temper), supervisory techniques on morality and safety of the hotel, luggage services and custody, services and duties of the clerk of the day and the night porter.

• The Software Micros Fidelio Opera PMS
Architecture software Micros Fidelio Opera to manage the front office: reservations, front desk, cashier, housekeeping, night audit, reports, system setup, back office.

• Professional Tourism English (technical glossary)
The module will address the typical conversation that in everyday keeps busy a receptionist and a porter of Hotel with its foreign clients, from the check-in phase (welcome reception hotel entrance; required documents; customer registration; description services and hotel rooms; indication of tariffs; miscellaneous information ...), in particular requests the host (change room; request for a particular type of service: dinner in the room, indicating restaurants, wake up service, excursions, information tourism ...), for any complaints, claims and incidents (disruptions in the room; room not clean, AC was not functioning; personal request to the plans; lift out of service ...), to the stages of Chek-out (sentences of farewell; thanksgiving pay the bill; forms of payment, request taxi, luggage service, etc ...). The language modules are designed in an extremely pragmatic in order to convey ideas, concepts and terminology specific to individual departments of a hotel.

• Prevention and Safety (teaching module optional - cost € 120,00 + VAT 22%)
Hotel Receptionist Advanced Level
Description

DESCRIPTION
HOTEL RECEPTIONIST ADVANCED LEVEL

The professional course for Receptionist (advanced level) aims to form a professional profile in possession of the tools and technical knowledge/professional functional organization and management of the sector Hospitality Management (Department Front Office and Back Office of hotel companies national and international), ranging from knowledge of sales, marketing and communication to new tools and hotel management software, essential to aspire to hold managerial and executive positions within the industry receptive. The course will address, in detail, aspects and issues related to the organization of the hotel, to the development of an effective plan of Sales & Marketing, the commercial management of the company, the management of relationships with customers, the pricing of sale of hotel services. The course for Receptionist (advanced level) will appeal to young and old, Italians and foreigners, men and women, who already have experience in the hotel reception and they intend to update and / or retrain professionally, as well as to students who have already attended the Level 1 (basic) and wish to develop all the technical aspects of the profession to start the wonderful hotel receptionist with the right skills. The course, theoretical and practical, will take place in prestigious hotel partners ANPA sites on the national territory and allow the students, since the formative stage, to make contact with the professional environment hotel and understand the dynamics of the management of all Tourism hospitality services. The teaching of the courses is entrusted exclusively to General Manager, Front Office Manager, Directors and Deputy Directors of Hotel, Concierge, experts of Marketing, Sales Revenue and Tourism Management with proven experience and high professionalism.

Information

INFORMATION
HOTEL RECEPTIONIST ADVANCED LEVEL

START COURSES Every month

DURATION A month and a half of practical training, with the possibility to carry out a subsequent path of stage from 1 to 6 months in company

PARTICIPANTS Max 15

FREQUENCY Three times a week (Monday, Wednesday, Friday)

TIMETABLE 17.30 – 20.30

COST € 1100,00 + VAT 22%

STAGE Allowed students to meet the requirements of Article. 18, paragraph 1, letter d of Law 196/1997 and art. 11 of Legislative Decree 13 August 2011. For the activation of the stage is scheduled payment of € 150,00 + VAT 22 % to answering internships ANPA, only upon verification by the same requirements of the participant the performance of the internship. This fee covers the training period from 3 to 6 months exclusively within a single structure. If the student intends to carry out the training period in most structures, for each activation stage it will be necessary to pay the sum of € 150,00 + VAT 22 %

INSTALLMENTS € 242,00 + 2 installments of € 550,00
€ 242,00 + 12 installments of € 97,50

Didactic Program

HOTEL RECEPTIONIST ADVANCED LEVEL
DIDACTICAL SCHEDULE:

• Legislation Tourism, Room Division and organization of the hotel industry: the basic legal elements; Tourism in international law; elements of private law in tourism; the role of public and private institutions for the promotion of tourism; the national and international tourism market; the actors and the tourism industry; the various types of the tourist; intermediaries in the tourism industry, travel agencies, tour operators; DMC; search engines, carriers, airlines, rail, sea, car rentall; companies accommodation, hotels, villages, camping sites, cruise ships, the main architectural models, annual and seasonal hotels, the hotels with vertical, horizontal and scattered distribution of outdoor spaces, common areas, the lobby and the ' area of the front office, the bar and restaurant, halls, rooms, service areas, warehouses and kitchens, the laundry, the office, the technical spaces, gardens and sports facilities

• Marketing & Sales Management: Marketing activities; internal activities of research and development; public relations; promotion; advertising; the external communication activities; market research; promotional campaigns; market segmentation; the marketing of tourist destination; marketing tariff, seasonality and its influence in sales; cultural tourism; alternative tourism; eco tourism and social development; the role of new technologies in the marketing plan: the visibility on the web, keyword advertising, viral marketing; the hospitality marketing mix; marketing tariff

• Technical marketing of tourism products online and e-commerce in the tourism sector: the structure of the commercial area of a hotel of international chain (Sales and Marketing); the direct sales business internal and external (sales); Sales in the organization of an international chain; the Sales plan; Marketing of the structure of an international hotel chain; principles and techniques of Marketing hotel; the business plan (marketing plan); Internet and e-commerce in the tourism sector; reservations and selling online; sales strategies on line; the web reputation in the hotel industry

• Yield and Revenue Management: the culture of the yield in the exercise of the hotel business; definition of yield; statistics and efficiency ratios; the compressibility of the costs; Up-selling and Cross-selling; management of telephone booking; the marginal cost of the room: high and low occupancy; event management; the revenue managent as a method of optimizing revenues; the process of revenue managent and application

• The Software Micros Fidelio Opera: Front Office, Training, Groups / Allottments; Rate Availability Acconut Receivable; Commission Handling
Hotel Receptionist Specialist Level
Description

DESCRIPTION
HOTEL RECEPTIONIST SPECIALISTIC LEVEL

The professional course for Receptionist (specialist level) aims to form a professional profile aims to form a professional profile advanced in possession of the tools and expertise functional organization and management of conferences in a hotel with spa and conference centers, as well as the coordination and management of health clubs & SPA, according to international quality standards. The course will address, in detail, aspects and issues relating to the organization and management of conferences (management and cost control, location, human resources, construction, food and beverage, accommodation), control and management of services provided the spas, the Marketing Specialist industry conference & Wellness, techniques for determining the budget and business planning, management control organization staff, knowledge and tax laws. The course for Receptionist (specialist level) is aimed at young and old, Italians and foreigners, men and women, who already have experience in the hotel reception and they intend to update and / or retrain professionally, as well as to students who have already attended the Level 1 and Level 2 and wish to develop all the technical aspects related to the sector congresuale and Wellness. The course, theoretical and practical, will take place in prestigious hotel partners ANPA sites on the national territory and allow the students, since the formative stage, to make contact with the professional environment hotel and understand the dynamics of the management of all Tourism hospitality services. The teaching of the courses is entrusted exclusively to General Manager, Front Office Manager, Directors and Deputy Directors of Hotel, Concierge, experts of Marketing, Sales Revenue and Tourism Management with proven experience and high professionalism.

Information

INFORMATION
HOTEL RECEPTIONIST SPECIALISTIC LEVEL

START COURSES Every month

DURATION 18 hours of practical training, with the possibility to carry out a subsequent path of stage from 1 to 6 months in company

PARTICIPANTS Max 15

FREQUENCY Three times a week (Monday, Wednesday, Friday)

TIMETABLE 17.30 – 20.30

COST € 600,00 + VAT 22%

STAGE Allowed students to meet the requirements of Article. 18, paragraph 1, letter d of Law 196/1997 and art. 11 of Legislative Decree 13 August 2011. For the activation of the stage is scheduled payment of € 150,00 + VAT 22 % to answering internships ANPA, only upon verification by the same requirements of the participant the performance of the internship. This fee covers the training period from 3 to 6 months exclusively within a single structure. If the student intends to carry out the training period in most structures, for each activation stage it will be necessary to pay the sum of € 150,00 + VAT 22 %

INSTALLMENTS € 232,00 + 1 installments of € 500,00

Didactic Program

HOTEL RECEPTIONIST SPECIALISTIC LEVEL
DIDACTICAL SCHEDULE:

• The conference events: types and management techniques: the conference market in Italy, hotels with tourist congress, the congress department of a large hotel, morphology and function of conferences or a big event (meetings and conferences), the sale of conference services of a hotel, the customer contact and management contracts, design, planning and management of a congress, event management, the conclusion of the event.

• Hydrotherapy and SPA & Wellness Management: the market of wellness and spas; the characteristics of the target; technical sales and guest relations; the placement of a spa; planning and organization of activities of SPA and Wellness; the customization of products and services

• Technical marketing of tourism products online and e-commerce in the tourism sector: the structure of the commercial area of a hotel of international chain (Sales and Marketing); the direct sales business internal and external (sales); Sales in the organization of an international chain; the Sales plan; Marketing of the structure of an international hotel chain; principles and techniques of Marketing hotel; the business plan (marketing plan); Internet and e-commerce in the tourism sector; reservations and selling online; sales strategies on line; the web reputation in the hotel industry, the activities of Marketing; internal activities of research and development; public relations; promotion; advertising; the external communication activities; market research; promotional campaigns; market segmentation; the marketing of tourist destination; marketing tariff, seasonality and its influence in sales; cultural tourism; alternative tourism; eco tourism and social development; the role of new technologies in the marketing plan: the visibility on the web, keyword advertising, viral marketing; the hospitality marketing mix; marketing tariff

• Yield and Revenue Management: the culture of the yield in the exercise of the hotel business; definition of yield; statistics and efficiency ratios; the compressibility of the costs; Up-selling and Cross-selling; management of telephone booking; the marginal cost of the room: high and low occupancy; event management; the revenue managent as a method of optimizing revenues; the process of revenue managent and Application