Miral Theme Parks, Dubai
Client Overview
A prominent leisure and entertainment group based in the UAE, operating a suite of globally recognized theme parks and attractions that serve millions of guests annually.
Business: The client specializes in creating immersive, family-friendly theme park experiences tailored for a multicultural audience.
Trigger: With a rapidly expanding guest demographic of over 98 nationalities and an influx of young, inexperienced employees aged 20–28, the client identified an urgent need to train staff in tactful, culturally sensitive interactions, especially with children, young adults and senior citizens.
Example: A globally visited theme park in Abu Dhabi required a targeted learning module to help its staff manage interactions with unsupervised children, lost guests, and rule-based disappointments (like height restrictions) with empathy, clarity, and professionalism.
The Challenge
The client faced recurring challenges in guest interactions, especially with children aged 0–12, due to a young, inexperienced workforce unfamiliar with managing children in a theme park environment. Most employees (aged 20–28) had never worked with kids and senior citizens before and struggled to respond effectively to emotional outbursts, safety violations, or cultural misunderstandings.
What wasn’t working:
- Staff defaulted to rule enforcement without empathy, leading to guest complaints.
- Employees often hesitated or acted inappropriately in high-pressure scenarios like lost children, non-compliance with ride restrictions, or communication breakdowns due to language barriers.
- There was confusion around no-touch policies and when to escalate issues to supervisors or security.
What learning/business gap existed:
- There was no structured training to equip staff with child-centric communication skills, emotional sensitivity, or culturally inclusive behavior.
- Employees lacked confidence in managing challenging behaviors without physical intervention.
- SOPs existed but weren’t fully internalized or contextualized for real-life guest situations.
What was at stake:
- Reputational damage from poor guest experiences involving children.
- Safety risks due to the mishandling of minors in emergencies.
- Low employee morale and high stress due to a lack of preparation.
- Missed opportunities to turn difficult moments into magical guest experiences.
The Solution by Write IT Solutions
What We Delivered:
- Developed a Level 3 scenario-based eLearning module (20-minute duration) focused on handling children (ages 0–12) in a theme park environment
- Proposed a separate module for young adults and senior citizens
- Designed a supportive leadership toolkit, including observation checklists, real-life scenario cards, escalation flowcharts, and job aids to reinforce training on the ground
- Integrated high-fidelity branching scenarios and empathy-driven simulations to build emotional intelligence, situational judgment, and protocol adherence
- Delivered a visually rich, culturally inclusive experience, mindful of the park’s diverse guest demographics (98+ nationalities) and no-contact policy
- Focused on verbal de-escalation techniques, child psychology, and non-verbal communication strategies appropriate for a no-touch setting
- Included real-life guest situations—from tantrums over unavailable items to minor injuries and lost children—to drive relevance and retention
- Equipped leaders with practical coaching tools to sustain learning through team huddles, live feedback, and reflective discussions
Why It Worked
The solution succeeded because it applied core principles of experiential and reflective learning tailored to the realities of theme park operations. Employees weren’t just told what to do—they were immersed in real-life scenarios that mirrored the emotional and operational challenges they face daily. The key elements that made the solution effective:
- Scenario-based learning anchored in authentic guest situations helped learners build judgment and confidence, not just compliance.
- Emotional intelligence and cultural sensitivity were woven into each module, ensuring relevance for a workforce serving guests from over 98 nationalities.
- No-touch communication techniques were taught through simulations that emphasized tone, posture, and choice of words—crucial in high-stakes, child-centered environments.
- The leadership toolkit extended the learning beyond the screen, enabling floor managers to coach in real-time using structured observation and discussion tools.
- Visual storytelling and branching interactions engaged young employees in a relatable, game-like format, making the training sticky, memorable, and behavior-focused.
Together, these elements ensured the program wasn’t just informative but transformational.
Expected Impact
While the training program has only recently launched, early indicators and stakeholder feedback point to promising shifts in team readiness and engagement. The initiative is expected to drive:
- Stronger guest experiences-especially with families and young children-through improved empathy, clarity, and de-escalation skills.
- Higher staff confidence in handling complex, emotionally charged situations with professionalism and cultural sensitivity.
- Better on-ground coaching and supervision via the leadership toolkit, fostering a culture of real-time feedback and continuous learning.
- Reduction in operational risks and miscommunications through clearer SOP adherence and scenario-based preparedness.
In the coming months, Write IT Solutions and the client will track behavioral changes, guest feedback trends, and training effectiveness to assess long-term impact.
Written by,
Shikha Tiwari, Write IT Solutions