Rabanne transforms holiday product training through gamified mobile learning, engaging sales advisors with immersive, bite-sized learning modules.
Case Study
Accor – 3D Simulation Game for Hospitality Training on A Global Scale
Solution:
Learning & Development
Game format:
3D Interactive Simulation Training
Integration:
SCORM on Docebo LMS
Target group:
Accor Global Hospitality Teams
Language:
20 languages
Accor, one of the world’s leading hospitality groups, partnered with Emraude to reinvent how Standard Operating Procedures (SOPs) are delivered across its global network. Together, we created a 3D gamified training that replaces traditional materials with interactive, experience-based learning, bringing Accor’s Heartist® philosophy to life.
This immersive game invites teams to step into realistic hotel environments built specifically for Ibis, Ibis Styles, Novotel, Mercure, and Pullman. Through lifelike missions and guest interactions, learners strengthen their operational skills, boost confidence, and reinforce the values that define exceptional service.
Fully SCORM-compatible via Docebo LMS and available in 20 languages, the experience empowers thousands of Heartists® worldwide to learn, play, and grow together.
Discover the podcast with Pascaline Hazart, Global Head of Accor Academy
Reinventing SOP Training Through Gamification
Accor’s ambition was clear: to move beyond static SOP manuals and create learning that employees would live, not just study. The result is a 3D interactive experience that blends gamification, narrative, and brand authenticity, turning operational training into something memorable and motivating.
Developed in close collaboration with Accor’s global GX teams and a taskforce of 50+ General Managers, the simulation places learners at the heart of everyday hotel operations. Each mission unfolds like a real shift: complete with guest requests, service challenges, and brand-specific tasks, allowing players to apply knowledge instantly.
Immersive 3D Environments Across Accor Brands
Every detail was designed to reflect the look, feel, and personality of Accor’s major hotel brands. Learners navigate through 3D spaces inspired by:
- Ibis & Ibis Styles: Energetic, efficient, and people-focused experiences for front-desk and housekeeping roles.
- Novotel: Balanced environments emphasizing consistency, service flow, and guest comfort.
- Pullman & Mercure: Premium settings where learners explore guest relations, leadership, and service refinement.
By mirroring the real-world atmosphere of each brand, the simulation creates instant connection, emotional engagement, and brand ownership, which are the key drivers of long-term learning retention.
Scenario:
Welcome to the ultimate SOP challenge!
Somewhere, hidden in the hotel, is a secret room that only you can open.
Complete each challenge to obtain a fragment of the that will allow you to open this room and reveal the mystery…
From solving guest scenarios to mastering hotel operations, each mission will put your Heartist skills to the test.
Can you unlock the secret room before time runs out?
Earn as many points as possible and challenge other players and hotels!
The adventure begins now!
Missions That Build Skills and Confidence
Modules cover a broad range of hospitality essentials, combining operational mastery with service excellence:
– Hotel Operations: Manage procedures, cleanliness, and room readiness.
– Guest Relations: Build empathy and handle requests or complaints with confidence.
– Customer Service Excellence: Apply the Heartist® mindset to deliver memorable experiences.
– Accor’s Loyalty Programs: Promote ALL – Accor Live Limitless with enthusiasm and accuracy.
Each module integrates gamified mechanics: progress bars, achievements, and leaderboards, to keep motivation high. Upon completing all missions, learners earn a digital certificate, a key part of Accor’s Learning & Development strategy. This acknowledgment not only validates skills but also celebrates each learner’s growth and commitment.
Learning That Feels Natural, Human, and Fun
Far from being a traditional e-learning tool, the Accor 3D simulation game was made to be enjoyed and lived. Its storytelling, design, and interactivity create a sense of play and belonging, turning training into a shared experience rather than an obligation.
The platform supports both solo and classroom modes, encouraging friendly competition, collaboration, and immediate practice of new skills. This balance between engagement and performance makes it one of the most innovative learning experiences in global hospitality.
Scaling Learning Excellence Worldwide
Integrated into Docebo LMS, the training ensures seamless tracking, reporting, and updates across brands and regions. Mobile responsiveness allows Heartists® to learn anywhere, anytime, on tablets, desktops, or personal devices.
Early results demonstrate the program’s remarkable success:
- Rolled out across multiple continents and hotel brands
- Available in 20 languages
- Over 2,200 active learners within the first weeks
- 90% learner satisfaction score (5/5)
For Accor Academy, the impact goes beyond numbers. This project proves that immersive, human-centered learning can inspire teams, unify standards, and strengthen service culture at a global scale.
Empowering Every Employees Through Playful, Purposeful Learning
Accor’s 3D simulation game sets a new benchmark for hospitality learning – fun, impactful, and deeply human. By blending realism with gamification, it transforms training into an experience that learners genuinely enjoy while mastering operational excellence.
With every completed mission and certificate earned, Heartists® gain confidence, recognition, and a stronger sense of belonging. For Accor Academy, it represents a living proof that when learning is engaging and emotionally resonant, it doesn’t just inform, it transforms.
Together with Accor, Emraude has created a world to play, learn, and grow in – towards hospitality excellence.
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