The Complete Hospitality MasterClass Training

Antonio Canova shares his hospitality journey—from luggage porter to front office manager at a luxury hotel—emphasizing customer service, global guest communication, and turning problems into opportunities to delight guests.

Discover how the front office department drives guest experience through seamless check-ins and check-outs, reservations, concierge services, local area knowledge, and cross-department coordination.

Practice check-in and role-play to ensure guests feel recognized and welcomed while leveraging online and mobile check-in, flexible times, and upsell opportunities.

Master hotel check-out procedures and online options to speed up guest departures, improve billing accuracy, gather reviews, and boost direct bookings through post-checkout engagement and crm.

Learn to craft detailed, professional emails to guests by reading messages carefully, highlighting and answering every question, using short lists, maintaining a formal tone, thanking them, and proofreading before sending.

Master the art of creating truly unique concierge experiences by leveraging local connections, iconic destinations like Mount Etna, and personalized touches such as sunset tours and wine cellar encounters.

Stay curious and listen to guests to understand their needs, then ask questions in their language. Be honest and enthusiastic; learn from experienced concierges and observe to master hospitality.

Master briefing and debriefing to organize pre-service service, assign roles, review menus and guest needs, and foster continuous improvement through feedback and teamwork.

Discover mise en place as a restaurant's identity through table settings, ambiance, and service styles, from Puglia's traditions to contemporary dining, including bread, napkin, and glass standards.

Discover how storytelling shapes hospitality by blending modern service with traditional practices. Learn how service staff convey ingredient origins, techniques, and a cohesive dining narrative to guests.

Learn how to deliver memorable dining experiences in luxury restaurants by mastering front-of-house and kitchen collaboration, menu and wine knowledge, and pre-service rituals that ensure floor readiness and seamless service.

Manage reservations, greet guests within 30 seconds, present menus within two minutes, tailor orders to dietary needs, and guide courses in sequence to ensure seamless dining and satisfaction.

Meet the instructors who reveal how hospitality shapes careers from bar basics to leadership and masterclasses, emphasizing curiosity, energy, and guest-focused detail.

perform confidently behind the bar, treat guests as cameras, know the cocktail list, and be yourself with warm hospitality and elegant presentation.

Learn to handle unhappy bar guests with calm, sincere apology, listening without blame, and prompt escalation to a supervisor, while protecting other guests.

Explore crafting classic cocktails from an Amalfi gin martini to Cosmopolitan, Negroni, Boulevardier, and Hemingway Special, with step-by-step techniques like chilling glasses, vermouth washes, and precise garnishes.

Explore wine tasting, service, and storytelling in Italy's Puglia with a seasoned sommelier, meeting iconic winemakers, and learn to confidently present and sell great bottles.

Know the real story of wine by tasting it at the source, hearing producer anecdotes, and sharing sustainability-minded experiences with guests.

Explore sommelier tools, from the corkscrew and bladed variants to decanters and the ice bucket, and learn decanting techniques to aerate wine and remove sediments.

Maintain a perfect wine cellar by controlling humidity 70–80%, a constant temperature (10–12 celsius for whites, 12–14 celsius for reds), dark conditions, and horizontal bottle storage away from strong odors.

Explore the sequence of wine serving and serving temperatures from sparkling and white wines to rosé and red, with Charmat and Champenoise method notes and practical temperature ranges.