As we all know, staff training has a range of benefits: that’s true regardless of sector. To handle hotel guest A front desk employee at a nearby hotel said that they had a Mrs. Jones staying. Most training courses list learning objectives so that learners can understand what is expected from them or what will appear in the course. How can we maxi… This keeps learner’s minds open, active, questioning and analysing through the entire process. (3) How do you spell that? LearnBrite focuses on Experiential Learning: a fantastic theory that can create powerful results. avoid getting your budget slashed by showing a real ROI with your training materials. This active element of finding learning objectives is rare, even amongst other simulations or learning experiences. Front Desk: How many are in your party? Worldwide, education budgets are getting slashed. All of this makes the scenario a place to engage with and receive positive reinforcement or constructive help, rather one that focuses on always being 100% right (causing some learners to disengage for fear of making mistakes). Do you have a pool? Traveler: Yes, I�d like a wake-up call for 6:30. This softer approach is seen when the player is instantly directed back to Alba, the manager, after interacting with Toni. Another upside was that I only had to tweak her outfit a little before adding her into the scene (saving a lot of time in character creation). !��"�2#�$�%� �S���� �] D d �@�� �X � A customer ordered a product online, and they still haven’t received it after the expected delivery date. Using the LearnBrite Learner Experience Platform will help you grow a workforce that not only knows company protocols, but have also been trained to think for themselves and problem solve. . Characters move more naturally and make the interactions more attention grabbing. American Hotel and Lodging’s training video focuses on negative habits and spotting them: however it is again passive, watching a video and then delivers the answers, all at once, at the end. HYPERLINK "http://www.bogglesworldesl.com" www.bogglesworldesl.com / 0 � � � � � � � � � � B J M N g q � � � � � � � � * 4 ^ f � � � � � � � � � � 1 ; Q S _ ` p q � � � � � 0 6 8 > ��������������ͽ��������ͽ����������������������ͮ����ͦ�������� CJ OJ QJ o(5�CJ H*OJ QJ \�o( o(OJ QJ o(5�CJ OJ QJ \� 5�CJ OJ QJ \�o( 5�CJ \�o( j CJ UCJ o(5�CJ( OJ QJ \�o(CJ 5�CJ \�o( A % 0 � � � � � � � � � � � � $dH� $If a$ $If $$If a$ 7 Each LearnBrite scene can be made individual and captivating. (2) Allowing employees to experience the service from the other side (that of the customer). Front desk agent (F) finishes checking out C �4 A � � h o t e l d e s k . Let’s focus on our “Eliminating Bad Habits” scenario to show this in more detail! Front Desk: How will you be paying? Are you planning on checking out tomorrow? Following this theory, the platform allows you the ability to create safe environments that allows students to explore, discover and evaluate experience for themselves. That is why our method is so powerful. Our scene takes only about 5 minutes to complete making it a quick, yet effective, burst of information. Below are 6 role-play scenarios for practicing telephone skills. After checking its attribution requirements, I packaged it into my CMPKG file to access it within my scene. With stress levels heightened upon arrival, hotel front desk agents encounter their fair share of impatient attitudes and demanding requests. Replayability Our training session walks you through a check-in experience and then engages the learner to engage in a conversation to check understanding. : 30% of a video, But, actually getting the learner to experience a scenario, make decisions that have consequences & deliver the learning through doing may just be the holy grail. Role-Play Exercises Sections Learning English / Hotel English Hotel English: Choosing a hotel and enquiring about availability Role-Play Exercise 1 You: — ... Information desk … All of this actively builds up a personal experience for you as a learner. We are all feeling financial pressure these days, and companies are no different. training your employees to be great at customer service, how to put your employees into their customers’ shoes, research into effective learning practises, to learn study (or “learning-to-learn”) skills. Traveler: Is Visa OK? photovideostock/Getty Images Another of the common issues, particularly for those staying in accommodation at the lower end of the market is rooms that haven't been adequately cleaned.Insect infestations such as bed bugs and cockroaches can also be a problem in some areas, and when it comes to hotel rooms, guests can expect a certain level of hygiene from their accommodation. One of my favourite quotes about learning is this one from Edgar Dale: “We remember : Normally, progress is measured with quizzes, percentages and/or points. This post is the start of a series to show you LearnBrite’s Learner Experience Platform from the inside out. This video is for your tingly enjoyment. Grammar, reading, vocabulary, speaking. They could check-in employees into a sister hotel,but this is costly in terms of both time and money. All of the worksheets are free and printable; most of them are also easy to edit so you can adapt material to better suit your learners. So how did these two key points (empathy and experencing the other side) grow into the unique scene you see now? After incorrect responses, Alba corrects the learner by saying, “Not always”, “I didn’t see that”, “Are you sure?”. (2) Making Toni as Bored as Possible! International Innovation, Design and Articulation i-IDeA, Vol 1 (2018) 115-120 e-ISBN: 978-967-15843-2-3 FRONT OFFICE SIMULATION TASKS (FOSTS) Wei Boon Quah1, Azreena The front desk of a hotel requires many different skills in order to make sure guests have a pleasant experience at a hotel. Start a free trial now! When they don’t find something, they return to discover it again. Training tips for all hotel departments List of articles in category Front Office Training : Title Hits 21 Tips for Upselling Guest Rooms in Hotel Front Check In Front Desk Receptionist What name is the reservation under? In this role play, particularly with lower level students, be sure to emphasize that they should not simply repeat the role play; the structures should be used to create sentences specific to the errors in their particular role cards. Let’s take two examples: Candy Crush Saga and learning words for a spelling test. What is the difference between things we want to repeat and things we don’t? How can we maximise our results amongst all these pressures? I teach many business English classes, so most scenarios are business-related. Traveler: I�d like a double, please? This lead to a natural transition into instructional design where I now create materials for a range of purposes and needs everyday! Replayability goes hand in hand with repetition. With our scene, all of the learning objectives are hidden and waiting to be discovered. Again, the number of articles based on this point show its importance: Shoes for Crews Europe expresses this need in their tips for managers saying, “nothing beats the real thing, that’s where the true test lies”, Chris Mayler explains how to put your employees into their customers’ shoes: “If your employees understand the experience a customer has with your company, they’re better placed to know how to improve it”, Learning Curve lists experiencing the situation as one of the four main points in their look at front desk training suggesting that “It appears that putting the front desk staff in the guest’s shoes… was a great indicator that they had absorbed the valuable information that was found.”. (9) Is there anything else you would like to know? So how can we make our learning scenarios a more engaging experience for our learners? Repetition is a necessary part of the learning process. Having empathy can help front desk staff reach out to customers and provide an experience that goes a little further. The employee told Mr. Jones that without his name … If you find yourself in this group, here are few quick ways to measure the ROI that would work well to measure the main points in our scene (using the hotel’s name, not chatting with colleagues, making mistakes on forms, etc): Active Learning vs Passive Learning Front Desk: Would you like a single or a double? This can really help your understanding Here�s your key. While the late delivery might not be your fault, and the customer’s attitude might trigger defensiveness, so the important thing to do is to apologize and assure them that you’re working on resolving the issue. To replay something, you repeat it. � A gapped dialogue at the hotel front desk, where Ss need to use specific phrases. After choosing them; I simply added the code into the ChatMapper file. Hotel English: Choosing a hotel and enquiring about availability Hotel English: Cleaning Services Subscribe now to gain access to all the English-learning Units and Exercises in this section! I'm afraid you can't check in until after 4:00 pm. Role-play Activity Now, comes the real focus of the class: a role-play activity to practice booking a room in a hotel. Hotel Role-play Front Desk You work at the front desk of a hotel. In a previous scene (Effective Listening), Toni was introduced to the world. 6 VR Ready E-Learning Solutions, Improve The Way YOU Train! She asks some questions and gives the learner a chance to respond with how it felt and what problems there were. In the case of “Eliminating Negative Habits”, we have focused on building empathy through putting staff in the customer’s shoes. Front Desk: How many nights would you like to stay? These learning-to-learn skills help learners understand how to take in, process and learn the information presented to them in a course. If you are new in this industry or a hotel or restaurant management student who wants to have a decent career in hospitality field, then you […] 8BIM' Dear readers, you have already noticed that we are publishing few real life hotel conversations. The customer is irritated and demanding a refund. On sketchfab, I found this lovely gallery room that I thought would be perfect! Use the telephone skills role-play cards you find suitable/interesting. I’m Hannah and I’m an instructional designer. After getting a lay of the land, I homed in on information regarding front desk training (since this is the area we really wanted to target with this scenario). From this vast field of information, I found two key points that would help make this training simulation efficient, on point and, above all, useful for employees: (1) The value of experiences that build empathy for customers This is because some quizzes are very harsh (using loud sound effects, marking a full answer incorrect for only 1 mistake, using too many negative reinforcements) which can lead to students disengaging from the process. I wanted to find as many bored, lazy actions as possible so I used the scenario guide to gestures to see them in action and take notes of my favourites. One of the first places to be hit is the education/training budget to try and minimize losses. So what makes a repeating process fun or boring? They need to go into the scene and analyse it themselves: what’s good, what’s bad and how they are affected. Not sure about you, but in my experience, keeping the bean counters happy and being able to show a clear ROI is always a must. The comprehensive exam is a 100-question multiple-choice test developed especially for each series based on the knowledge, skills and attributes associated with the particular occupation. Complaining at a hotel- Role play By Poohbear This is a role play game to practise complaints in a hotel. : 80% of what we personally experience”, In perspective, that means that after one experience our students will remember: � � L � 0 � � � � � * � � r r r r � Sample ConversationHotel Role-play Front DeskYou work at the front desk of a hotel. : 10% of a training manual, No matter how nice the slides look, it is still a passive experience. 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