Technology as a catalyst to innovate training in hospitality and restaurant schools

tCustomer service is one of the driving forces of companies in the hotel and restaurant sector. The people who make up Front Line Employees teams are key to customer satisfaction and business sustainability. In hospitality schools, customer service and attention practices based on real situations are essential for the comprehensive training of FLE teams. Simulation is a highly appreciated training methodology, especially for its creation of a safe learning environment, non-intrusive observation, and the importance of individual and team reflection. On the other hand, technological innovation provides new tools and utilities that are valid for the educational environment every day.This article, through a qualitative exploratory study, applying a combined methodology of semi-structured survey and card sorting carried out on educational managers of hotel and restaurant schools, concludes that technological evolution catalyses the application of simulation as relevant active learning methodology for FLE teams training in hotel and restaurant schools in the province of Barcelona that have a restaurant-school. The importance of the evolution of recording equipment and the ease of use and "universalization" of equipment is especially highlighted.