Hotel Entertainment Management
Specialist Course Certificate
Program and Contents
1.-Spanish or Russian Language Intensive Course (160hours / 8 weeks)
General Spanish / Russian Language according the initial entrance level (80 h)
2.- Spanish or Russian Language Intensive Course of the Tourism sector (80 hours / 4 weeks)
a.- Hotel industry (40 hours)
Table of Contents:
Unit 1.- In the reception
Unit 2.- Hotel services
Unit 3.- In the restaurant/bar
Unit 4.- Information services from the hotel
Unit 5.- The hotel and travel agency
Unit 6.- Check-out: Acknowledgements and complaints
Unit 7.- Reservation procedure
Unit 8.- What do your clients expect from you?
Unit 9.- Touristic texts
b.- Tourism industry (40 hours)
Table of Contents:
Unit 1.- At the airport: arrival, passport control, customs, airport services, baggage claim, car
rental, shuttle bus, public transport, transfer guide
Unit 2.- At the hotel: check-in, room reservation, guest service, exchange service, room
changes, claims, check-out
Unit 3.- Hotel services: spa, beauty center, gifts shop, activities inside and outside, group
activities, laundry, parking
Unit 4.- In the restaurant/bar: tapas, breakfast, menu
Unit 5.- In the tourist office: excursions, guided tours, outdoor activities, car rental
Unit 6.- In the travel agency: destinations, tours, round trips, tailor made tours, MICE, group
tours, contract, relationship hotel/agency, mistakes in the booking, make an offer, prepare a
trip, sell the trip
Unit 7.- Check-out: invoices, bills, discount cards, acknowledgements and claims
Unit 8.- Tour guide profession: protocol, duties and obligations, responsibilities, customer
service.
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3.-Hotel Entertainment Management Specialist Course Certificate (240hours / 12 weeks)
a.- Hotel Entertainment Management Module (160 hours)
Table of Contents:
Unit 1.- The Hotel Entertainer
Unit 2.- Entertainment Activities
Unit 3.- Group Entertainment processes
Unit 4.- Methodology of activities
Unit 5.- How to become a successful Entertainer
Unit 6.- The Hotel Entertainment Management
b.- 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
c.- 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
4.- Final Certificate Project

Project design

Research tools

Personal reflection

Appropriate questionnaire designs
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
Conducting academic research, literature search and review

Developing a research question, hypothesis and methodology

Managing a research project
5.- Internship (a minimum of 3 months)
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