Russian or Spanish language + Paid internships

Customer service, business etiquette and protocol in hospitality and tourism, program accredited by Girona State University

HTL International School of Hospitality, Tourism & Languages

3.200 
IVA exento
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Información importante

  • Postgrado
  • Barcelona
  • 480 horas lectivas
  • Duración:
    9 Meses
  • Cuándo:
    08/01/2015
    otras fechas
Descripción

Would you like to sharpen your skills and learn to offer the best hospitality and customer service out there? This 3 month intensive training program from the HTL International School of Hospitality Tourism and Languages fosters a strong sense of dedication and belonging and as participants, service professionals learn take ownership of the service experience.

This workshop is specifically designed for those hospitality industry professionals who desire to take their skills to a higher level. Participants walk away with a solid grasp of what it takes to deliver superior customer service, and in multiple languages. Some of the topics which will be covered include the art of service, service etiquette, developing a service culture, and embracing the industry so as to deliver the best possible results.

The program is delivered in English, and the study plan includes 240 hours of either Spanish or Russian language instruction. Students are free to choose which language they wish to take. Classes will be held in Barcelona and in Lloret de Mar, Spain. Also included in the program is a compulsory internship, which will take place with collaborating hotels and which will give students the opportunity to gain the hands-on experience they need to confidently launch into their next position.

Información importante
¿Qué objetivos tiene esta formación?

Este programa está dirigido a los profesionales del sector de turismo y hostelería que necesitan perfeccionar sus técnicas de atención al cliente, servicios al cliente, negociación y comunicación eficaz para aplicar a nivel internacional.

¿Esta formación es para mí?

Los alumnos seleccionados tienen que dominar perfectamente el inglés y español, ser críticos consigo mismos y permitir a los profesores corregir los errores internos que irán descubiendo a lo largo del proceso educativo.

¿Qué pasará tras pedir información?

Para ser admitido requerimos la siguiente documentación:
1. CV con foto
2. copia del último título
3. certificado del nivel del inglés
4. copia del DNI/NIE/pasaporte

Requisitos: Advanced English language level 18 y.o.

Certificado de asistencia otorgado por HTL International School of Hospitality, Tourism & Languages
Certificado de asistencia otorgado por HTL International School of Hospitality, Tourism & Languages

Instalaciones y fechas

Dónde se imparte y en qué fechas

Inicio Ubicación
08 de enero de 2015
13 de abril de 2015
06 de julio de 2015
01 de octubre de 2015
Barcelona
Avenida Diagonal 436, 08037, Barcelona, España
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Opiniones

No hay opiniones de este curso todavía

¿Qué aprendes en este curso?

Hospitality
Tourism
Russian
English
Spanish
Internship
Guest Expectations
Professional Etiquette
Corporate Culture
Service Experience
Atención al cliente
Customer care
customer service
Protocolo
Business etiquette

Profesores

Angelika Kozyro
Angelika Kozyro
Profesora

Miriam Sivianes
Miriam Sivianes
Profesora

Natalia Glintchevskaia
Natalia Glintchevskaia
Profesora de ruso

Neus Valenti
Neus Valenti
Profesora

Simon Prosser
Simon Prosser
Profesor

Temario

Module I. Spanish/Russian/English Language Intensive Course (160 hours / 8 weeks)

Module II.Spanish/Russian/English Language for the Tourism Sector (80 hours / 4 weeks)

Module III. Customer Service in Hospitality Module (40 hours)

Table of Contents:
Unit 1.- Introduction to Customer Service
Unit 2.- Effective Communications
Unit 3.- Presenting a Positive Professional Image
Unit 4.- Handling Customer Complaints
Unit 5.- Stereotypes
School work (32 hours) / Activities and excursions (8 hours)

Module III. Communication skills Module (40 hours)

Table of Contents:
Unit 1.- Basic of Communication
Unit 2.-Oral Communication Skills
Unit 3.-Non-verbal Communication
Unit 4.- Written Communication Skills
Unit 5.-Business Applications
School work (32 hours) / Activities and excursions (8 hours)

Module IV. Business Etiquette and Protocol in Tourism Module (180 hours/ 12 weeks)

Table of Contents:
Unit 1.- Introduction to Protocol. Basic fundamentals of Protocol
Unit 2.- Social Protocol
Unit 3.- Business Protocol Etiquette
Unit 4.- Types of events. MICE. Hotel Events Organization
Unit 5.- Etiquette in Hospitality
Unit 6.- Protocol in Hotels
Unit 7.- Protocol in Restaurants and Banquets
Unit 8.- Events Organization

Module V. Final Certificate Project

· Project design

· Research tools

· Personal reflection

· Appropriate questionnaire designs

· Conducting academic research, literature search and review

· Developing a research question, hypothesis and methodology

· Managing a research project

Module VI. Internship (a minimum of 3 months)


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