From Glossary to Gameplay:
A Hospitality Management Case Study
How we partnered with Texas State University to transform a standard glossary of terms into an immersive hotel management simulator that drives deep learning and engagement.
June 17, 2025
A struggling hotel, a family inheritance on the line, and 24 months to make a million dollars…
It sounds like the plot of a new hit TV show, but it's actually the foundation of The Last Resort, a sophisticated learning experience we built to solve a classic instructional design challenge: How do you make industry terminology engaging and memorable?
For any professional field, there's a mountain of terminology to climb. In Hospitality Management, terms like ADR, Occupancy Rate, and RevPAR are the language of the business. The traditional approach is a glossary or a flashcard quiz—functional, but rarely effective.
In our partnership with Texas State University's Continuing Education department, we knew we could do better. We asked a simple question: What if, instead of reading the definition of "Average Daily Rate," students could feel the pressure of setting it themselves?
Grounding Learning in Narrative
To make the stakes feel real, we wrapped the entire experience in a relatable story. Students play as Ramona, a young woman who, along with her real-estate-minded brother Austin, inherits a hotel in San Marcos, Texas (which also happens to be the home of Texas State University), from their recently deceased Uncle Eric.
Austin wants to sell, but Ramona sees potential. They strike a deal: Ramona has 24 months to bring the hotel up to a 4-star rating and generate enough profit to pay Austin one million dollars. If she fails, the hotel gets sold. This creates a clear goal, a ticking clock, and a powerful emotional hook.
From Decisions to Data
Each month, students step into Ramona's shoes as the general manager. They are presented with a dashboard of choices: adjusting room prices, managing staff, and upgrading amenities. After making their decisions, they "Start Month" and see the results.
The core of the learning happens in the Monthly Report. Here, students see the direct consequences of their choices reflected in key industry metrics. They aren't just memorizing terms; they are actively influencing them.
Monthly ADR (Average Daily Rate)
Occupancy Rate
Guest & Staff Satisfaction
Total Profit
The Levers of Strategic Management
Success isn't random (although there are multiple ways to be successful). Students must strategically manage multiple interconnected systems, each one designed to teach a core concept of hospitality management.
They have full access to the Balance Sheet, showing detailed revenue streams and expenses, and can manage everything from staff salaries to amenity upgrades.
Students learn that upgrading linens and toiletries directly impacts Guest Satisfaction, while investing in dining, a spa, or a business center creates new, powerful revenue streams.
Managing staffing levels, salary, and training is a constant balancing act between expenses and the quality of service that drives your star rating.
This system allows students to experiment. What happens if you invest heavily in luxury toiletries but understaff the front desk? How does adding a full-service restaurant affect your daily revenue versus your salary expenses? They learn by doing in a completely risk-free environment.
Embracing Chaos
Just like in the real world, not everything goes according to plan. To make the simulation more realistic, we introduced random events that can drastically impact a month's performance. A pipe might burst, forcing a large maintenance expense, or a bed bug scare could temporarily tank guest satisfaction.
We also grounded the simulation in its San Marcos setting, creating seasonal demand surges based on real events like Texas State University graduation, summer river tourism, and fall football games. Students learn to anticipate these "peak seasons" and adjust their room rates accordingly.
Scaffolding the Learning
A simulation is only effective if the learner understands the "why" behind their results. We built in two key support systems:
Uncle Eric's Diary: This acted as the in-game tutorial and knowledge base. If a student didn't understand why their occupancy rate was low, they could consult the diary for a clear explanation of how peak seasons, amenities, and guest satisfaction are all interconnected.
Recent Reviews: The monthly report included guest reviews that served as dynamic hints. A review like, "It was difficult to book a room here. They always seem to be full," signals to the student that they can likely raise their room price or should consider expanding.
The Tech & Creative Stack
This entire project was a testament to modern, agile development. We were able to bring this complex simulation to life efficiently by:
Using Construct 3 as our primary development engine.
Leveraging Midjourney to generate a full cast of consistent characters and unique background art for the hotel and story scenes.
Photoshop was used to get consistent size and scaling for the characters.
Employing Eleven Labs to provide distinct, high-quality AI voices for Ramona, Austin, and other characters.
Deep Learning Through Ownership
By the end of the 24 months, students don't just know the definitions of key hospitality terms, they have an intuitive, deeply-ingrained understanding of how they function as part of a complex, dynamic system. They've experienced the thrill of a profitable month and the stress of an unexpected disaster. They've earned their knowledge.
This partnership with Texas State University was a perfect example of how a client's openness and support for innovation can transform a simple learning objective into a powerful and memorable experience.
The Business Case for Gamified Learning
For Continuing Education and Professional Development programs, a gamified simulator like "The Last Resort" can become a strategic asset, creating a marketable and deeply engaging experience that a standard course cannot match.
It Becomes a Key Marketing Differentiator. In a competitive market, Texas State University can promote its Hospitality Management program not just with a list of topics, but with an immersive, story-driven simulator. This is a powerful tool to boost enrollment and attract a higher caliber of professional and adult learners.
It Fosters Deep, Applicable Skills. This isn't rote memorization. This is experiential learning that teaches the critical thinking and complex decision-making skills that employers demand. Graduates don't just leave knowing the terms; they leave knowing how to think like a manager.
It's an Adaptable Framework. The core engine and narrative structure we built can be adapted for other professional certificate programs. Imagine a similar simulator for healthcare administration, supply chain management, or project management. This approach provides a framework for creating a whole suite of innovative, market-leading courses.
Ready to build your the flagship experience your competitors wish they had?
Let's discuss how a strategic learning experience can become your department's key differentiator. Contact us for a free consultation to explore the possibilities.
