Innovating in the Tourism Industry Through Virtual Reality (VR) and Education in the Hotel Business

In the interdisciplinary co-operation of experts in the fields of technology, hospitality, and pedagogy, a 3D training module was created, which simulates the environment of a hotel reception. Key elements of communication between hotel staff and various types of guests were identified, and variant scenarios of communication situations were prepared. Scenarios are based on the principles of effective simulation. The methodology of training communication skills of hotel employees using virtual reality tools was compiled on the basis of foreign research in the field of using virtual reality in training processes. The tool is a pilot test in teaching tourism workers, specifically for the development of their communication skills in dealing with clients. The paper presents, in detail, a model of virtual reception and methodology of communication skills training, which was verified on students who are preparing to work in tourism, as well as on hotel staff with experience.