Emaar Hospitality introduces service culture programme for employees

Emaar Hospitality Group has launched an innovative service culture programme that aims to transform every touch point of the guest journey in its hotels (Address Hotels + Resorts, Vida Hotels and Resorts and Rove Hotels) into a genuine lifestyle experience. It focuses on employees and includes a series of workshops and training sessions to further enhance their ‘service mindset’. Developed by Performance Solutions and based on the ‘Reverse Thinking’ approach, the programme focuses on the desired guest experience for determining optimal staff behaviour, working climate and leadership. On the business level, the programme is expected to not only build guest loyalty but also drive long-term value creation.

Olivier Harnisch, Chief Executive Officer, Emaar Hospitality Group, said, “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.”