Chippewa Valley Times

Schools are increasingly integrating artificial intelligence into courses, particularly in hospitality management, to offer students practical learning experiences. One such course, titled "Hospitality Employee Relations," embodies this shift. The course was developed from the creator's dissatisfaction with conventional hospitality management teaching methods, aiming to close the gap between academic knowledge and practical skills.

The creator utilized Articulate’s Rise 360, an e-learning platform, to construct interactive simulations inspired by personal industry experiences and insights from other professionals. A notable example within the course involves a lost wallet scenario, which engages students in a decision-making process that enhances critical thinking.

AI-driven prompts support the transformation of industry experiences into coursework, exemplified by the Pinnacle Golf Resort simulation. This fictitious resort scenario engages students through decision trees that replicate real-world managerial challenges.

The course addresses several core areas in hospitality, such as guest complaint management, staffing management, financial challenges, operational solutions, and conflict resolution. Students make decisions affecting each scenario's outcome, receiving instant feedback to personalize their learning experience. The course emphasizes applying leadership theories, such as autocratic or democratic styles, in practical settings to enhance guest satisfaction.

One simulation scenario includes managing a disruptive guest during a major event, where AI refines decision-making options for students. This ensures realistic consequence assessments, affecting career progression like promotions or additional training needs.

The course gains relevance as the hospitality industry faces increasing competition and complexity. With rising turnover rates and evolving workforce demands, skills in decision-making are critical for effective guest experience management. Traditional internships offer value; however, online and hybrid courses present unique challenges in providing such experiences, prompting increased demand for adaptable learning tools.

A crucial element of the course is teaching adaptive decision-making and understanding the impact of these decisions across a business. Simulations helped by AI show students the real-world consequences of their actions, promoting leadership adaptability based on circumstances and personnel.

The course relies on AI and e-learning tools like Articulate 360 and Rise 360 to create realistic hospitality scenarios. Student decisions during these simulations generate AI-driven feedback, aiding self-reflection and leadership improvement.

Upon completing the course, students are expected to handle complex guest relations, make informed decisions balancing various factors, apply diverse leadership styles, and effectively manage and resolve conflicts in hospitality settings.