Virtual Booth

The hospitality sector depends on adaptable professionals who can deliver quality customer service in fast-paced, high-pressure settings. Conventional restaurant-management training, however, relies heavily on lectures, printed manuals, and passive classroom instruction, leaving a gap between theoretical knowledge and practical workplace performance. Serve & Solve is a mobile, gamified training application designed to help close this gap by providing hospitality and restaurant management students with an interactive, simulated environment to practice service skills. The application presents realistic restaurant scenarios such as handling difficult customers, resolving reservation conflicts, managing food allergies, and responding to service errors such as late or incorrect orders through multimedia role-playing quizzes with visual support and audio dialogue. After each response, regardless of accuracy, learners receive instant feedback panels that explain relevant customer psychology and service etiquette, while performance data is automatically transmitted to a centralized Google Sheet for real-time instructor monitoring. By combining role-play, immediate feedback, and progress tracking, Serve & Solve is designed to strengthen communication, conflict-resolution, and decision-making skills and to build learner confidence for real service situations. The application targets hospitality schools, training programmes, and industry partners, with a planned evaluation of technology acceptance among students and lecturers to guide further development and potential commercialization.