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Hotel Hero puts you in the shoes of a concierge, challenging you to provide recommendations that truly connect with hotel guests. This simulation focuses on developing four important parts of outstanding guest service: personalisation, empathy, caring, and authenticity.

Using AI-powered dialogue, the experience creates realistic guest interactions where generic answers simply won’t cut it. You’ll receive immediate feedback through guest reviews, giving you three chances to refine your approach and create a memorable guest experience.

The simulation is an example of embodied learning, offering a low-stakes environment to develop high-value hospitality skills that translate directly to improved guest satisfaction in the real world.

Play Hotel Hero now!

Event Cinemas needed a short, fun way to transform abstract merchandising concepts into hands-on practice for their (usually young) retail team members. Learners are faced with a less-than-pristine gift card stand and their challenge is to make it attractive to customers.

Players drag damaged cards to the bin, identify outdated branding, fill empty spaces with spare stock, and rearrange cards so the layout looks great. The simulation provides supportive guidance tailored to young team members while creating practical experience they can apply immediately.

By converting retail merchandising principles into engaging gameplay, team members develop both the visual presentation skills needed for successful gift card promotion.

This interactive component within a larger module introduces unconscious bias in a gentle, experiential way. Rather than beginning with definitions or theoretical explanations, learners immediately engage with their own biases through gameplay.

Learners are presented with photographs of real people and asked to match them to careers within a 20-second time limit. The time constraint forces reliance on first instincts and snap judgements. The individuals featured were specifically selected because they don’t conform to typical stereotypes about their professions, creating powerful moments of realisation. Who would have thought Jackson Galaxy WASN’T a rock star, am I right?

After completing the matching activity, learners discover the actual careers of these individuals. This sequence creates a personal connection to the concept before introducing formal definitions of unconscious bias, making abstract concepts tangible through direct experience.

This customer interaction simulation helped new Thredbo team members quickly master the resort’s colour-shape rating system without rote memorisation. Rather than presenting trail information as a dry list to learn, the module places learners in realistic guest scenarios that require thoughtful recommendations.

Learners encounter a diverse array of virtual guests, from experienced skiers to families with children seeking easy hiking trails. Each guest presents their specific needs through conversational dialogue, challenging learners to match these requests with appropriate trails based on difficulty indicators, length, and terrain type.

By the end of the interaction, team members have started to internalise the pattern recognition skills needed to quickly and confidently recommend appropriate ski and trail experiences.

This drag-and-drop game introduces new Event Cinemas team members to the company’s core brand pillars: welcoming, dynamic, memorable, and playful. Rather than presenting these values as dry text, the experience invites learners to actively categorise behaviours by sliding descriptors to either “is” or “isn’t” zones.

What makes the interaction memorable is the immediate visual feedback. When learners correctly identify a positive behaviour that aligns with Event’s values, they’re rewarded with an enhanced image – a normal choctop suddenly gains an extra scoop, sprinkles, and a cherry. Conversely, misaligned behaviours trigger humorous “negative” transformations, like that same choctop smooshed on the floor.

This approach exemplifies the very brand values it teaches: welcoming in its simplicity, dynamic in its interactions, memorable through visual transformations, and undeniably playful.

This personality assessment turns standard guest service training into a journey of self-discovery. Rather than prescribing a one-size-fits-all approach to hospitality, the quiz celebrates individual strengths and authentic service styles.

Learners navigate through humorous scenarios they might encounter at luxury hostel LyLo — from unauthorised dance parties to guests stuck in vending machines. Each multiple-choice response represents different service approaches: practical problem-solving, empathetic care, creative solutions, or ramping up the fun.

What makes this approach different is how it eschews traditional “right vs. wrong” training in favour of recognising diverse strengths. Upon completion, team members discover their unique guest service superpower and are encouraged to tap into this strength in real-life customer interactions.

By framing induction as personal discovery rather than rigid instruction, new team members feel empowered to bring their authentic selves to guest interactions and upholding LyLo’s distinctive service approach.