Published on : Tuesday, June 29, 2021
Global Village, the UAE and wider region’s leading multicultural family destination for culture, shopping, and entertainment, has been recognised by the Dubai Service Excellence Scheme (DSES) for providing world-class guest services and experiences, winning the ‘Best Service Performance Brand Award 2021’ in hospitality and entertainment category. The announcement was made during a highly anticipated annual ceremony, which took place virtually on Monday, 28th of June.
Global Village was named the winner following its Silver Jubilee Season success. The park’s guest-centric approach, encompassing technology, innovation, and partnerships, ensured guests from the UAE and beyond explored a world of wonder in a safe yet vibrant environment, without compromising on fun. Global Village welcomed over 4.5 million guests during Season 25, setting new customer satisfaction standards through empowering services and solutions.
Muhanad Ishaq, Senior Manager – Guest Relations at Global Village, said: “Guests have always been at the heart of our operations and Season 25 was a major milestone for us in operating with the highest safety precautions and delivering the best experiences to our guests, while adapting digital transformation strategies in our operations to facilitate this goal. Receiving this recognition from DSES is a huge honour and is testament to the continuous hard work and dedication of our teams and partners to deliver on our commitment to the millions of guests we welcome at Global Village.”
DSES is an assessment and auditing program launched by the Department of Economic Development (Dubai Economy) in 2002. DSES evaluates customer service levels that organisations offer and identifies standout candidates every year before selecting the winner. Mystery shoppers are used to carry out the assessments, and multiple evaluations are made across all customer-facing touchpoints to support the decision-making process and ensure fairness. Global Village introduced a raft of creative safety measures ahead of Season 25 and accelerated its digital transformation programme, introducing the Global Village mobile app, smartphone wallet solution ‘GV Pay’, and WonderBot chatbot. These were among the services and solutions assessed by DSES, which have set new benchmarks in the travel and tourism world. For Global Village, all roads now lead to Season 26 and preparations are well underway ahead of the October launch.