$380/pax onwards
Yock Song is a tourism and hospitality veteran with 15+ years of experience. He leverages his expertise in program design, operational management, and stakeholder engagement to create inclusive training programs for the industry, specifically focusing on accessibility for people with disabilities.
Help your frontline teams serve guests with disabilities, seniors and visitors with diverse access needs with greater confidence, empathy and professionalism.
Ludus Lab’s From Empathy to Action training program equips hotel and attraction staff with practical skills to support wheelchair users, visually impaired guests, hearing impaired guests, autistic visitors and guests with sensory sensitivities.
Designed for real guest-facing environments, this program is ideal for:
Goal: To equip frontline hotel staff with the confidence, empathy, and practical skills to deliver exceptional, dignified, and seamless service to guests with diverse disabilities. The training covers interactions with persons who are wheelchair users, visually impaired, hearing impaired, or have autism and sensory needs. All scenarios are designed to reflect common guest interactions that occur within hotel operations.
Philosophy: Inclusive service begins with understanding before action. This program builds a strong theory and empathy foundation (including autism awareness), before moving into applied, frontline-based practice. Staff learn to recognise diverse needs, ask respectfully, adapt confidently, and respond without assumptions.
For Singapore Hotels
Ideal for front office, concierge, housekeeping, F&B, banquet, security and guest relations teams who interact with guests daily.
Staff will learn how to support guests during check-in, room orientation, dining, wayfinding, accessible room use and service recovery.
For Attractions and Places of Interest
Suitable for visitor services, ticketing, operations, guides, ushers, safety teams and guest experience teams.
Staff will learn how to assist visitors with disabilities during arrival, queueing, movement through galleries or zones, accessible route planning, sensory-sensitive situations and emergency or service recovery scenarios.
For Frontliners
This program gives staff simple, practical and respectful techniques they can use immediately, such as:
This program supports staff capability building, inclusive service standards, accessibility readiness and organisational culture.
It can be used as part of:
Time | Duration | Module Title & Focus |
09:00 – 09:30 | 30 min | 1. The Business & The Heart Case |
09:30 – 10:30 | 60 min | 2. Voices of Experience: Lived Insights |
10:30 – 10:45 | 15 min | Tea Break & Transition |
10:45 – 12:45 | 120 min | 3. Understanding Autism & Sensory-Aware Service (Theory + Shared Application) |
12:45 – 14:15 | 90 min | Experiential Lunch: Sight, Sound & Sustenance (experience lunch… blindfolded) |
14:15 – 15:45 | 90 min | 4. The Ludus Lab Immersion: Applied Stations (co-create with the hotel/attraction on areas of focus for frontliners) |
15:45 – 16:00 | 15 min | Break / Energy Reset |
16:00 – 16:30 | 30 min | 5. Synthesis & Best Practices Review |
16:30 – 17:00 | 30 min | 6. Guided Reflection & Next Steps |
