SKEMA Business School – Hospitality VR Training Empathy in Action: Elevate Your Client Interactions
An in-house VR experience
After a first co-created pilot with Uptale to prepare students for salary negotiations, SKEMA has taken the path toward autonomy by launching a second VR course for the Sport Event & Hospitality Management program to develop the student’s empathy and customer relationship.
Immersion in a Luxury Hotel
This practical application uses virtual reality to immerse students in an international luxury hotel, allowing them to navigate the challenges of managing a reception desk where every interaction matters.
The goal is to strengthen emotional intelligence, active listening, and professional English skills, notably through integrated voice interactions within the module.
Context
Luxury hotel with an international clientele (Master in Sport & Event Hospitality Management)
Immersive Scenario
First-person immersion with the option to choose between four scenarios: reception, family, lounge, restaurant.
Practical Application
Making the right choices: managing an unhappy customer, proposing activities suitable for a family, upselling while remaining empathetic.
Educational Objectives
Assess students' reactivity, listening skills, and English communication in response to an international luxury clientele.
Project Execution
This use case was designed by the instructional team, in collaboration with the Master teachers for the scenario development and VR filming, with support from Uptale, bringing VR expertise to key stages of the project.
The definition of pedagogical objectives, the writing of the script, the organization of filming and integration on the Uptale tool were carried out by the entire team, under the coordination of Denys Giordano, Digital Project Manager for the school:
Deployment and Results
- Timeline: Between October and March, covering scenario development, production, and framing.
- Group Deployment: 30 students, 5-6 headsets.
- Format: Scenario-based VR experiences conducted on headsets in class, followed by a discussion with the teacher to validate theoretical concepts.
- Headsets Used: Meta Quest 2
A Successful Autonomous Project
- Relevance of scenarios and high-quality immersions.
- Over 90% of students find these immersions useful for improving their knowledge and skills.
- Teachers show strong interest in integrating immersive formats into their teaching methods.
- Testing of Uptale’s conversational AI features to develop new scenarios.
