1. Technological Context
2. Online business in Hospitality:
2.1. e-Marketing, e-commerce and e-business;
2.2. Relevance of online business;
2.3. Business models;
2.4. Implementation of e-commerce solutions;
2.5. Basic principles of selling;
2.6. Payment methods;
2.7. Distribution;
2.8. Post-sales.
3. Promotion and online communication:
3.1. POEM Model (Paid. Owned. Earned. Media);
3.2. Website;
3.3. Search Engine Optimization (SEO);
3.4. Online advertising campaigns (PPC);
3.5. Social Media;
3.6. Analysis and monitoring Web.
4. Mobile Business in Hospitality:
4.1. The Importance of the business through mobile devices;
4.2. Trends in the hospitality industry;
4.3. Limitations;
4.4. Mobile Marketing;
4.5. Key factors in the development of mobile apps and websites;
4.6. Apps in the Tourism and Hospitality;
4.7. Location-Based Marketing;
4.8. QR-Code (Quick Response Code).

1. Operations management in the department of housing:
1.1 Revenue management;
1.2 Yield management;
1.3 Management of human and material resources;
1.4 New trends in housing.
2. Operations management in the Department of Food and Beverage:
2.1 Management and control of food and drinks;
2.2 Cost Control and Break event point;
2.3 Management of human and material resources.
3. Resource Management:
3.1 Management of human and material resources;
3.2 Outsourcing in hospitality;
3.3 Contingency Factors;
3.4 Control Systems Resource.
4. Promotion and Marketing Hotel:
4.1 Objectives of Marketing;
4.2 Distribution Channels;
4.3 Budgeting;
4.4 New models of management (outsourcing, exploration contracts, concessions, etc.).
5. The Director of Hotel:
5.1 Profile;
5.2 Responsibilities;
5.3 New models of management;
5.4 Ethics and Social Responsibility.

1. STRATEGIES FOR THE OPTIMIZATION OF THE HOSPITALITY FISCAL IMPACT:
1.1. Consumption tax (VAT);
1.1.1. Concepts, applicability and enforceability of the tax.;
1.1.2. Exemptions and special schemes;
1.1.3. Taxable amount, fees, deductions, settlement and payment;
1.1.4. Obligations, supervision and guarantees;
1.1.5. VAT on travel agencies and tourist circuits.
1.2. Income tax (IRC);
1.2.1. Incidence, non-subject income and exemptions;
1.2.2. Taxable income.
1.2.3. Fees, settlement and payment;
1.2.4. Ancillary obligations, supervision and guarantees;
2. UNIFORM SYSTEM OF ACCOUNTS FOR THE LODGING INDUSTRY:
2.1. Objectives and structure;
2.2. Analyse of Operating Statements;
2.3. Break-even point in hotels;
2.4. Hotel indicators typology;
3. FEASIBILITY ANALYSIS OF HOTEL INVESTMENTS:
3.1. Framework and basic concepts;
3.2. Net Present Value (NPV);
3.3. Internal. Rate of Return (IRR);
3.4. Other criteria’s of investment analysis.

1. Introductory Concepts of Relational Marketing / Customer Relationship Management (CRM).
2. Loyalty as the basis of Relational Marketing.
3. The Value Concept and Relational Marketing.
4. Model for Customer Relationship Management (CRM) – IDIC model applied to hospitality 5. Technology and e-CRM in Hospitality.

1. Objectives and characteristics of the scientific methodology;
 2. Identification of a topic Research;
 3. Literature review;
 4. Definition of the conceptual framework and hypotheses;
 5. Elements of the design of the empirical study;
 6. Methods of sampling and data collection;
 7. Construction of surveys;
 8. The use of ICT in research and data mining;
 9. Data Processing; 10. Research Report.

Students should attend seminars and be able to build critical summaries of the various subjects addressed.

1. Introduction to the main concepts of Human Resource Management.
2. From Personnel Management to Strategic Human Resource Management.
3. Importance of Human Resource Management in Tourism and Hospitality.
4. Critical Issues in Human Resource Management.

1. The tourism industry:
1.1 Tourism supply and demand
1.2 New market trends
1.3 Contextual environment analysis – PESTAL analysis
1.4 The five forces of Porter a model of evaluation of the attractiveness of markets
2. Project planning and control
1.5 Identification of the window of opportunity
1.6 Collection of information
1.7 Development of the idea to the project
1.8 Analysis of ideas / projects
1.9 SWOT Analysis – Development and application of the SWOT Matrix
1.10 Assessment of business potential
1.11 Identification and definition of general objectives
1.12 Identification of specific objectives
1.13 Project elaboration – Descriptive Report and Financial Plan
1.14 Results Monitoring
3. Organization and leadership
1.15 The project manager
1.16 The project team
4. Strategic planning
1.17 Gant Diagram
5. Case studies – projects in tourism – hotels

1. Strategic planning: its importance and necessity
2. The phases of strategic planning
3. SWOT analysis as a central aspect of the strategic planning process
4. The methodology for preparing a SWOT analysis
5. The importance of the SWOT analysis for the determination of strategies.

Part I – The scope of promotion
1. Communications, theory and applications;
2. The Marketing Communication Environment;
3. Positioning Marketing Communications for Hospitality;
4. Role of consumers in tourism promotion;

Part II – Promotional Strategy
5. Marketing and strategy in tourist services;
6. Segmentation, targeting and positioning;
7. Planning and launching innovative products;

Part III – Trends in marketing promotion and communication
8. Advertising applied to hotels;
9. Communication Diversification Strategies;
10. Interactive communication and E-communication channels: problems and strategies;
11. Marketing communications in the future.

1. Service Quality:
1.1 Quality and the evolution of the concept;
1.2 Quality in the hospitality service.
2. Quality Measuring Models:
2.1. Quality Perception and Expectations;
2.2. SERVQUAL;
2.3. Service BluePrint.
3 – Customer Satisfaction:
3.1. Understanding customer satisfaction;
3.2. Customer Delight.
4. Quality Management Systems:
4.1. ISO 9001;
4.2. Deming Cycle;
4.3. Implementation of QMS.
5. Service Excellence in Hotels:
5.1.EFQM Model (European Foundation for Quality Management).

2055014 – Dissertation/ Thesis 2055015 – Internship 2055016 – Project