Module 1: Introduction to Hospitality and Tourism

• Overview of the hospitality industry
• Types of hospitality establishments
• Career opportunities in hospitality and hotel management
• Industry trends and global developments

Module 2: Customer Service Excellence

• Principles of customer service
• Understanding guest expectations
• Communication and interpersonal skills
• Building customer loyalty and satisfaction

Module 3: Front Office Operations

• Hotel reservations systems
• Reception and concierge services
• Check-in and check-out procedures
• Guest registration and record management

Module 4: Housekeeping Management

• Housekeeping operations and standards
• Room preparation and inspection
• Cleaning procedures and quality control
• Linen and inventory management

Module 5: Food and Beverage Management

• Restaurant and catering operations
• Food service procedures
• Beverage service fundamentals
• Food safety and hygiene practices

Module 6: Hospitality Marketing and Sales

• Marketing principles in hospitality
• Digital marketing strategies
• Customer relationship management
• Sales techniques and revenue generation

Module 7: Health, Safety, and Legal Compliance

• Workplace health and safety regulations
• Risk management
• Emergency procedures
• Hospitality laws and ethical practices

Module 8: Leadership and Human Resource Management

• Team leadership and supervision
• Staff recruitment and training
• Employee motivation and performance management
• Conflict resolution and workplace communication

Module 9: Hotel Operations and Revenue Management

• Hotel departments and coordination
• Budgeting and financial awareness
• Revenue management principles
• Performance measurement and reporting

Module 10: Hospitality Technology

• Property Management Systems (PMS)
• Online booking platforms
• Customer data management
• Technology trends in hospitality

Module 11: Guest Relations and Complaint Handling

• Managing guest experiences
• Complaint resolution techniques
• Service recovery strategies
• Maintaining brand reputation

Module 12: Professional Development

• Workplace professionalism
• Business etiquette
• Career planning and employability skills
• Preparing for hospitality management roles

• This course adopts a learner-centred and practical approach designed to develop both theoretical knowledge and industry-relevant skills. Training methods include:

  • Interactive lectures and presentations
  • Case studies based on real hospitality and hotel scenarios
  • Group discussions and collaborative learning activities
  • Practical exercises and role-playing simulations
  • Problem-solving and decision-making activities
  • Industry best practice reviews
  • Assignments and self-directed learning
  • Continuous assessment and feedback
  • Practical application of hospitality management concepts

  The methodology encourages active participation, critical thinking, and the development of professional competencies required in the hospitality industry.

• • This course is suitable for:

    • Individuals seeking to start a career in hospitality and hotel management
    • Hotel and hospitality staff wishing to enhance their professional skills
    • Front office, housekeeping, and food service personnel
    • Supervisors and team leaders seeking management knowledge
    • Entrepreneurs planning to establish hospitality-related businesses
    • Tourism and hospitality professionals looking to advance their careers
    • Recent graduates interested in entering the hospitality sector
    • Individuals seeking internationally relevant hospitality knowledge and skills

    No prior experience is required, although an interest in hospitality, tourism, customer service, and hotel operations is beneficial.

• Upon successful completion of the course and fulfillment of all assessment requirements, participants will receive a:

  Certificate in Hospitality and Hotel Management

  issued by WALC de Portugal – Centro de Formação Certificado.

  The certificate confirms that the learner has successfully completed the training programme and demonstrated competence in the key principles and practices of hospitality and hotel management. The certification may support career development, professional advancement, and employment opportunities within the hospitality, tourism, and hotel sectors.