Uncommon Courses is an occasional series from The Conversation U.S. highlighting unconventional approaches to teaching.
Title of Course: Hospitality Employee Relations
The course “Hospitality Employee Relations” emerged from a professor’s frustration with traditional methods of teaching hospitality management. With a wealth of experience in both academia and the hospitality industry, the instructor identified a significant gap between theoretical knowledge and practical skills that students desperately needed. The aim was clear: to create a course that bridges this divide, offering students a more hands-on learning experience.
Inspiration Behind the Course
The initial spark for this innovative course design came from the recognition that internships and fieldwork opportunities are often not accessible to all students, particularly those enrolled in online or hybrid programs. To address this gap, the professor utilized Articulate’s Rise 360, an e-learning development platform, to create dynamic simulations that provide engaging, real-world scenarios. The course features interactive storytelling that draws from the instructor’s own experiences, making it both relatable and practical.
One standout example includes a simulation where students must navigate a lost wallet scenario after a visit to a nursing home. This interactive exercise not only engages students but also enhances critical thinking by presenting decision points that require thoughtful consideration.
Exploration of Real-World Challenges
Throughout the course, students encounter a range of real-world challenges that are prevalent in the hospitality sector. Key topics include:
- Managing guest complaints
- Handling staffing issues
- Dealing with financial challenges
- Implementing operational solutions
- Moral and ethical issues and conflict resolution
As they progress through these scenarios, students are tasked with making decisions that directly impact the outcomes, receiving immediate feedback that allows for tailored learning experiences based on their unique progress.
Connecting Theory to Practice
The course emphasizes the vital connection between theory and practice. For example, students explore various leadership styles—whether autocratic, democratic, or others—to effectively resolve problems and enhance guest satisfaction. In one simulation, a restaurant manager must handle a disruptive guest during a high-profile event. By integrating a decision-rating scale developed with generative AI, the course ensures that students’ choices lead to realistic consequences, thereby determining the potential for promotion or the need for further training.
Current Relevance of the Course
In today’s competitive and rapidly evolving hospitality industry, effective decision-making and problem-solving skills are more crucial than ever. With higher turnover rates and changing workforce expectations, the need for adaptable leaders is paramount. Traditional methods of gaining experience, like internships, often fall short in meeting the needs of students who are increasingly pursuing online and hybrid education. This shift has heightened the demand for scalable, hands-on learning tools, making this course particularly relevant now.
Critical Lessons Learned
One of the most significant lessons students glean from the course is the importance of adaptive decision-making and understanding the consequences of their actions. Through immersive simulations, participants can witness firsthand how their decisions affect various aspects of a hospitality business. These experiences allow students to practice their decision-making skills in a dynamic environment, reinforcing the idea that there is no one-size-fits-all approach in hospitality management. Instead, they must learn to adapt their leadership styles to suit different situations and individuals.
Course Materials and Tools
The course utilizes interactive simulations designed with Articulate 360 and Rise 360, which replicate real-world hospitality situations like managing guest complaints and financial decision-making. The stories behind these scenarios are drawn from the instructor’s extensive industry experience, exposing students to the complexities of hospitality management. Feedback generated based on students’ decisions in the simulations is further enhanced through ChatGPT, promoting self-reflection and continuous improvement in leadership capabilities.
Preparing Students for Success
Upon completing the course, students will be well-equipped to:
- Navigate complex guest relations and manage complaints in real time.
- Make informed operational decisions while balancing guest satisfaction, employee performance, and financial considerations.
- Apply various leadership styles to motivate teams, resolve conflicts, and ensure high service standards.
- Assess their personal leadership styles and adapt them to different situations within hospitality management.
Inspired by: Source
