Emaar Hospitality Group, the hospitality and leisure business of Emaar Properties PJSC, has launched a new service culture programme that aims to transform the guest experience.
The new service culture programme focuses on employees, and includes a series of workshops and training sessions to drive the ‘service mindset’ further.
Olivier Harnisch, chief executive officer of Emaar Hospitality Group, said: “Ensuring highly guest-centric experiences has been fundamental to our operations since our inception ten years ago. Service excellence is what sets apart hotel brands, and we are taking the whole ‘guest experience’ to the next level through our ‘service culture’ programme.
“At the heart of this innovative initiative are our employees, every one of them being a brand ambassador, who will bring add-on value to the guest experience at every touch point. As Emaar Hospitality Group expands its geographic footprint globally and focuses on digital transformation, lending an enhanced human touch is vital in ensuring that we deliver genuine value to our guests.”
During the rollout of the programme that covers 18 months, all Emaar Hospitality Group employees will live and experience a guest experience blueprint at different levels though several experiential trainings, activities and workshops, executed by trained internal brand experience coaches.
The experience blueprint will also be used as a basis for recruitment and selection tools ensuring that new staff will connect with the values and service culture of Emaar Hospitality Group in a real manner, delivering the desired guest experiences.
A rewards programme designed to recognise each employee, who facilitates the desired guest experience will sustain the service culture. There will also be regular follow-up activities including daily challenges.
