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.

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