Outcome driven specialist training program has equipped customer-facing teams at Game Nation with the tools and skills to de-escalate potential conflict situations and maintain a positive fun-based in-venue atmosphere.

Game Nation continues its commitment to the delivery of a safe and secure hospitality experience for both its customers and staff. The company’s Venue Manager and Regional Operations Management (ROM) teams have completed a Conflict Management training programme implemented by the specialist Maybo consultancy which has played a leading role in raising training standards across retail sectors including hospitality and the night-time economy.

Explaining the importance of the latest training initiative, the third in a programme which has included sessions dedicated to Social Responsibility and Hospitality, Game Nation CEO Mark Jepp said: “The training programmes that we’ve implemented are all connected and centred on delivering a positive, safe and enjoyable experience which sits at the heart of hospitality.”

He continued: “An important part of the industry’s commitment to SR is knowing when and most importantly how to intervene when players are manifesting what might be perceived as potential problem behaviours. The Maybo training is designed to equip and prepare team members to handle challenging situations, improve awareness of the triggers that can lead to disruptive behaviour, and the development of techniques that can be deployed to avoid conflict including body language and tone of voice.”

“By prioritising conflict avoidance and de-escalation, the training has shown that most situations can be defused with good customer service and the use of professional and positive communication skills. Protecting customers who may be experiencing problems with their machine playing, maintaining a fun in-venue atmosphere, and ensuring a safe working environment for all members of the Game Nation team are our priorities.”

Regional Operations Manager Adam Reich commented: “It was important to have a training company that has experience in hospitality conduct the training. The program was very much outcome driven and the insights and techniques that the group was introduced to were practical and straightforward to implement. We want to protect the very small number of machine players who experience problems, maintain an enjoyable, friendly venue atmosphere, and ensure that colleagues feel confident in their ability to defuse potential problems should they occur.”

Hospitality first

Mark Jepp said… “The training programmes that we’ve implemented are all connected and centred on delivering a positive, safe and enjoyable experience which sits at the heart of hospitality…