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How do you use gamification and experiential learning to train your hospitality staff?

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Training your hospitality staff is not only essential for delivering high-quality service, but also for retaining and motivating your employees. However, traditional methods of training, such as lectures, manuals, and quizzes, can be boring, ineffective, and costly. How can you make your training more engaging, interactive, and fun, while still ensuring that your staff learn the skills and knowledge they need? One answer is to use gamification and experiential learning, two innovative approaches that can transform your training into a rewarding and memorable experience. In this article, we will explain what gamification and experiential learning are, how they can benefit your hospitality business, and how you can implement them in your training programs.

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Prabhjot Singh Bedi

Founder, Eclat Hospitality: Your Trusted Partner For Hospitality Managerial & Leadership Talent.
Mohamed Asif

.
Amer B.

PMI-PBA. Hospitality, Operational Planning, Strategic Partnerships. Tourism Opens Minds SDG' 2030

1 What is gamification?

Gamification is the application of game elements and design principles to non-game contexts, such as training, education, or marketing. Gamification aims to motivate and incentivize learners by offering them challenges, rewards, feedback, and competition. For example, you can gamify your training by creating badges, points, levels, leaderboards, or missions that your staff can earn or complete as they progress through the training. Gamification can make your training more fun, stimulating, and relevant, as well as increase your staff's engagement, retention, and performance.

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Mohamed Asif

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Gamification: Set Objectives: Choose what you want to educate your staff. Customer service, problem-solving, and product knowledge need clear objectives. Challenges: Create engaging real-life situations for your employees. Interesting and instructive assignments should force workers to think rapidly. Points and Rewards: Reward employees. Use a scoreboard to promote healthy competition and award top performers with gift cards or time off. Team Collaboration: Create assignments that require employees to work together to solve problems or achieve goals. This promotes teamwork and communication. Feedback Loop: Assess employees' gaming performance instantly. Constructive feedback promotes learning and growth.

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Amer B.

PMI-PBA. Hospitality, Operational Planning, Strategic Partnerships. Tourism Opens Minds SDG' 2030
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Leveraging gamification and experiential learning in hospitality staff training is a dynamic approach, aligning objectives, using simulations, rewards, and storytelling to engage employees. Interactive modules, collaboration, and feedback enhance skills, while real-world challenges, customization, and assessments validate proficiency. Continuous adaptation ensures relevance, sustaining long-term engagement and fostering a culture of continuous improvement.

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2 What is experiential learning?

Experiential learning is the process of learning by doing, rather than by listening or reading. Experiential learning involves active participation, reflection, and application of the learned concepts to real-world situations. For example, you can use experiential learning in your training by creating scenarios, simulations, role-plays, or case studies that your staff can practice and solve in a realistic and safe environment. Experiential learning can make your training more immersive, meaningful, and practical, as well as enhance your staff's skills, confidence, and creativity.

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Mohamed Asif

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Simulations: Create real-life training experiences. You may practice checking in and out, dealing with difficult individuals, or organizing activities. various staff members should play various roles in different scenarios. This broadens their perspectives and prepares them for service industry careers. Training on the job: Let individuals learn by doing. New employees may learn by working with more experienced personnel and taking on additional duties. Interactive Workshops: Give employees seminars, problem-solving exercises, and group projects to apply what they've learned in interactive workshops. Case Studies: Give genuine or made-up cases to drive personnel to solve difficult difficulties.

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3 How can gamification and experiential learning benefit your hospitality business?

Gamification and experiential learning can have positive impacts on your hospitality business in several ways. First, they can improve your staff's satisfaction, loyalty, and morale, as they can feel more valued, recognized, and empowered by the training. Second, they can reduce your training costs, time, and resources, as they can leverage digital platforms, online tools, and existing materials to create engaging and effective training content. Third, they can boost your customer satisfaction, retention, and loyalty, as they can enable your staff to deliver more personalized, professional, and consistent service.

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4 How can you implement gamification and experiential learning in your training programs?

Implementing gamification and experiential learning in your training programs may seem daunting, but it does not have to be complicated or expensive. To get started, first define your training goals and objectives. What do you want your staff to learn, achieve, or improve? How will you measure their progress and outcomes? Then, identify your target audience and their needs. Who are your staff and what are their preferences, motivations, and challenges? How do they learn best and what are their expectations? After that, choose the appropriate gamification and experiential learning methods and tools. What game elements and design principles can you use to enhance your training content and delivery? What scenarios, simulations, role-plays, or case studies can you create to provide your staff with realistic and relevant learning experiences? What digital platforms, online tools, or existing materials can you use to support your gamification and experiential learning initiatives? Finally, test, evaluate, and iterate. How will you test the effectiveness and usability of your gamification and experiential learning solutions? How will you collect feedback and data from your staff and customers? How will you use the feedback and data to improve and update your gamification and experiential learning solutions?

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Prabhjot Singh Bedi

Founder, Eclat Hospitality: Your Trusted Partner For Hospitality Managerial & Leadership Talent.
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Team Exercise - Playback Theatre. Do this with Customer / Guest Stories. Guest interactions with the product or the service. HOW TO DO IT Get your team to sit together in a circle. Ask one team member to recount/share a guest experience story. For example, a guest called the front desk because he thought he felt an earthquake. After the story is shared, get team members to enact, retell the story by acting the scene out. Use as many actors are required. For the above example, one team member plays the role of the guest, the other of the front desk agent. From time to time, pause the play and discuss the emotion being played out. Let the team talk about it. For the above example, it could be fear, reassurance etc.

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How do you use gamification and experiential learning to train your hospitality staff?

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1 What is gamification?

2 What is experiential learning?

3 How can gamification and experiential learning benefit your hospitality business?

4 How can you implement gamification and experiential learning in your training programs?

5 Here’s what else to consider

Hospitality Management

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How do you use gamification and experiential learning to train your hospitality staff?

1

2

3

4

5

1 What is gamification?

2 What is experiential learning?

3 How can gamification and experiential learning benefit your hospitality business?

4 How can you implement gamification and experiential learning in your training programs?

5 Here’s what else to consider

Hospitality Management

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