The main aim of The Digital Host is to promote digital skills development in the non-hotel accommodation sector. The goal is to empower operators to effectively use digital tools to respond to new tourism demands and ensure the long-term competitiveness of their services.

Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Education and Culture Executive Agency (EACEA). Neither the European Union nor EACEA can be held responsible for them.

Project Id: 2024-1-IT02-KA210-ADU-000255436

Module 1 – Online Travel Agencies (OTAs) and their Extranets

Learning Objectives

  • Understand OTA business models (commission, subscription)
  • Manage listings on OTA extranets
  • Respond to customer reviews effectively
  • Monitor KPIs to improve visibility and bookings

Module 2 – Your Website as a Tool for Disintermediation

Learning Objectives

  • Why a website matters
  • What disintermediation means
  • How to make your website an effective tool for direct bookings

Module 3 – Social Media and Brand Identity

Learning Objectives

By the end of this module you will be able to:

  • explain why social media is a key channel for visibility and guest engagement
  • define brand identity and recognize its role in building guest trust
  • select appropriate social media platforms based on target audiences
  • design consistent, authentic content aligned with their brand personality
  • apply practical strategies for engagement, posting consistency, and performance measurement
  • identify and avoid common social media mistakes that weaken credibility


Module 4 – Messaging for Customer Care

Learning Objectives

By the end of this module, you will be able to:

  • Understand the role of messaging in modern customer care and its impact on guest satisfaction
  • Identify the most effective communication channels (email, WhatsApp, Instagram, etc.) for different guest needs
  • Apply professional, warm and consistent tone of voice across all messages
  • Respond effectively to common questions, complaints and feedback using empathy and clarity
  • Use digital tools and automation to improve efficiency without losing the human touch
  • Build guest loyalty through personalized follow-ups and ongoing communication after the stay