What you'll learn
Eight modules, unit by unit
This is the full current structure of the program. Each module breaks down into the units and topics you'll actually work through, so you know exactly what you're signing up for.
Module 01 · 6 unitsFundamentals of Travel & Tourism
How the global travel and tourism industry is built, and what moves it.
- 01
Introduction to Travel & Tourism
- Core concepts, definitions, and the scale of the industry
- Scope and organisation of the travel and tourism sector
- What makes tourism demand rise and fall
- 02
The Tourist & Tourism
- Why people travel: theories of travel motivation
- Tourist types and behaviour patterns
- Leisure, business, medical, and adventure tourism
- 03
World Geography for Tourism
- Geography-based travel routes
- Three-letter city and airport codes (IATA)
- World currencies and time zones
- 04
Tourism Destinations
- Major global destinations and attractions
- How destinations are developed and managed
- Tourism infrastructure and resources
- 05
Tourism Distribution Channels
- How travel products reach the customer
- Direct and indirect distribution
- Travel agents, tour operators, and OTAs
- 06
Travel Industry & Trends
- Travel and transportation sectors
- Sustainable and responsible travel
- Technology and online aggregators in tourism
Module 02 · 5 unitsTravel Documentation
Passports, visas, and the paperwork that moves people across borders.
- 01
Introduction to Travel Documents
- Types of travel documents and what they're for
- Why documentation matters in international travel
- Issuing authorities and intermediaries
- 02
Passports & Identity Documents
- What a passport is, and its history
- Ordinary, official, and diplomatic passports
- Application process, e-passports, and biometrics
- 03
Visas
- What a visa is and the rules behind it
- Visa types, formats, and application methods
- E-visas, biometrics, and country-specific rules
- 04
Health & Other Documentation
- Travel vaccinations and health certificates
- Digital health credentials
- Travel insurance, tickets, and foreign exchange
- 05
Technology & Travel Documentation
- Mobile boarding passes and e-visas
- Tech products in travel documentation
- Face-recognition and smart-gate systems
Module 03 · 3 unitsIntroduction to Hospitality Business
How hotels actually run, from the front desk to food and beverage.
- 01
Tourism & Hospitality Overview
- How the hospitality industry evolved
- How tourism and hospitality connect
- 02
The Lodging Sector
- How hotels are classified and rated
- Room types, tariffs, and meal plans
- Front office organisation and sections
- The role of housekeeping in daily operations
- 03
Food & Beverage Service
- How F&B departments are organised
- Restaurant types and service styles
- Banquets and events
Module 04 · 4 unitsService Management
Designing service that customers actually feel.
- 01
Service Culture & Expectations
- What service culture is and why it matters
- Customer expectations and perceived quality
- Moments of truth in service delivery
- 02
Service Recovery
- Why service fails, and what it costs
- Recovery frameworks that work
- Turning complaints into loyalty
- 03
Managing Challenging Customers
- Types of difficult customers
- De-escalation and conflict resolution
- Staying professional under pressure
- 04
Service Quality Standards
- Service quality models like SERVQUAL
- Benchmarking and continuous improvement
- Setting standards and measuring them
Module 05 · 5 unitsEffective Communication
The professional communication skills every employer expects.
- 01
Personal Branding & Attitude
- Building a professional personal brand
- Workplace mindset and presence
- Making a strong first impression
- 02
Communication Models & Barriers
- How communication actually works
- Verbal, written, and digital channels
- Common barriers and how to clear them
- 03
Active Listening & Body Language
- Active listening techniques
- Posture, eye contact, and gestures
- Reading and using non-verbal cues
- 04
Professional Presentations
- Structuring and delivering a presentation
- Managing nerves
- Visual aids and digital tools
- 05
Written & Digital Communication
- Professional email and reports
- Digital communication etiquette
- Social media professionalism
Module 06 · 6 unitsBusiness Etiquette & Grooming
How to carry yourself in a professional, customer-facing world.
- 01
Professional Etiquette Principles
- Foundations of professional etiquette
- Cultural sensitivity in global business
- Etiquette in the digital age
- 02
Dress & Grooming Standards
- Business formal vs business casual
- Industry-specific dress codes
- Grooming essentials
- 03
Meetings & Business Protocols
- Introductions and handshakes
- Meeting-room etiquette and punctuality
- Agendas and participation
- 04
Business Dining
- Formal dining and table settings
- Conversation at a business meal
- Cultural food etiquette
- 05
Phone & Email Etiquette
- Professional phone manner
- Email tone and response times
- Video-call professionalism
- 06
International Etiquette
- Cultural differences in global business
- Gift-giving protocols
- Adapting across cultures
Module 07 · 4 unitsCustomer Service Excellence
Turning everyday interactions into loyalty.
- 01
Service Encounters & Empathy
- The service encounter, start to finish
- Empathy as a core skill
- Managing customer emotions
- 02
Handling Difficult Customers
- Recognising difficult behaviour
- Defusing frustration and anger
- Saying no while keeping rapport
- 03
Satisfaction & Loyalty
- Measuring satisfaction (NPS, CSAT)
- Loyalty and retention strategies
- Going beyond satisfaction to delight
- 04
Customer Relationship Management
- How CRM systems work
- Customer profiling
- Personalised follow-up
Module 08 · 6 unitsThe Art of Sales
How modern selling works, from first contact to close.
- 01
Sales Process & Segmentation
- The sales process, prospecting to close
- Segmenting and targeting customers
- Building a value proposition
- 02
Negotiation & Persuasion
- Negotiation principles (BATNA, ZOPA)
- Persuasion and buyer psychology
- Handling objections and closing
- 03
Relationship-Based Selling
- Consultative vs transactional selling
- Long-term client relationships
- After-sales and upselling
- 04
Digital Sales & Lead Generation
- Social selling and prospecting
- Email outreach
- CRM for pipeline management
- 05
Sales Metrics
- Key sales KPIs
- Reviewing your own performance
- Improving with data
- 06
Sales Pitch & Presentation
- Structuring a compelling pitch
- Handling questions live
- Final pitch delivery
Ready when you are
Register your interest and our team will guide you through the next steps for the upcoming batch.