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Published on : Wednesday, February 3, 2016
Hallmark of Hospitality was designed to highlight a service culture with four key components namely: engaging, personalised, proactive, and prompt. The program was developed by the training department over a period of three months, through close collaboration with the heads of departments, by creating a list of common, and sometimes odd scenarios related to different job roles.
To achieve its set goals, the program focuses on three strategies, starting off with hiring the right associates with the right attitude, followed by training the team with the required skills to empower them to deliver exceptional service. The last approach seeks to improve the process by systematically tracking the service delivery time and analysing guest request patterns. Recently, Ramada Downtown Dubai has introduced ‘Delighted to Serve’, a one-stop shop for all guests calls, which centralises all the requests to one hotline thus eliminating the need to connect with different departments for a specific need or inquiry.
Rohitashva Ghai, Training and Quality Assurance Manager of Ramada Downtown Dubai, explains: “The idea behind this is to provide utmost convenience to our guests. If they need to get in touch with either housekeeping or room dining service, they only have to speak to one person for all their requests.”
Since its interim launch early in January, the program has been receiving positive feedback from the guests and from the hotel staff.
Ghai added, “We are excited to fully roll out the program and carry on finding ways to refine our service. There is a continuous learning experience and there will always be room for improvements.”
Samir Arora, General Manager of Ramada Downtown Dubai, backs the program: “Our focus has always been on guest satisfaction, which is the core of the hospitality business. The competition is getting tougher and ‘Hallmark of Hospitality’ is our way of keeping our loyal customers and attracting more guests. If they are happy with the service, this will naturally translate to positive comments and higher ratings.”
Arora also shares the impact of the program among the team, “Apart from providing excellent hotel experience to our guests, Hallmark of Hospitality seeks to ingrain a service culture based on commitment and sense of fulfilment among the heads and the associates. They feel proud when the guests mention great feedback about them.”
Tags: Ramada Downtown Dubai