Looking after your customer

OVERVIEW

Otel is a high quality chain of hotels located in all major Australian cities and regional centres. Its main customer is the international tourist.

We have more than 10,000 people employed. Although our staff are loyal to the corporation, there is a degree of staff turnover. Training our personnel in the practices of the corporation and codes of dress, customer relations and service procedures is absolutely important to our name and viability.

Otel is presently seeking to develop training courseware for customer relations in the hospitality industry. This is aimed at those just beginning to work for the corporation. These people are very carefully screened on entry. They come from a range of backgrounds, and some may not have worked in the hospitality industry previously. Their educational backgrounds are varied.

Given this kind of background, we consider it necessary to produce this training material on a CD-ROM using elements of simulation and gameplay to make the courseware more stimulating and challenging.

We are requesting that proposals are submitted to design this courseware. The budget is $40,000 for the production of the material.

THE BRIEF

The courseware material needs to introduce human 'face to face' elements to the simulation presenting information on how to deal with a customer complaint.

Develop and design an example of gameplay that encourages students to actively engage in a sequence of steps that progess through a series of desirable and/or undesirable outcomes depending on player choices.

A design document for a proposed game featuring a paper prototype should be provided.

The proposed gameplay should be entertaining and instructive.

PROPOSAL

Your document should include:

Synopsis
We would like a summary of the game setting and objectives.

Aims
We need a summary of what is expected by players or audience.

A paper prototype
We would like a very basic representation of what players will see on the screen. The paper prototype should be a simplified diagram or series of diagrams of screen layout in your game. It needs to feature the characters, tokens, environment, objects and navigation elements.

Rules and mechanics
How does the game work? This should include a succinct description of

• the basic controls and how to use them
• basic rules and constraints
• variables that can be set by users (if any)
• help manual

Resources required
We require a list indicating:

• departments/personnel required
• tasks they will need to carry out for this specific production
• facilities required for these production tasks
• budget estimate

Timelines

We also need an indication of the time it will take to produce the whole resource.