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Emaar Hospitality completes Dubai Way course to uphold customer service

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Over 1,800 associates of Emaar Hospitality Group have completed the Dubai Way online course, an initiative to upgrade the standards of customer service and further strengthen Dubai’s hospitality industry.

Launched by the Dubai Department of Tourism and Commerce Marketing (DTCM), the Dubai Way is an initiative to train every customer-facing employee in the hospitality and customer service industry about the standards of customer service that define the Dubai brand. Its goal is to regulate customer service training for the tourism and hospitality sector, enhance the visitor experience, support talent development and promote the tourism sector.

Following the voluntary participation of Emaar Hospitality Group’s senior leadership team including the CEO, COO, corporate directors and general managers, who already completed the training earlier in April 2018 – more than 1,800 guest-facing associates of Emaar Hospitality Group completed the Dubai Way training.

“Well-positioned to deliver on the Dubai brand of customer service”

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Olivier Harnisch, CEO of Emaar Hospitality Group, said: “The Dubai Way programme has been truly insightful for all of us, enabling us to understand more about Dubai’s history, heritage and tourism offering.

“The online course also underlined what makes Dubai a stand-out destination, led by its focus on customer service and the warm welcome it extends to guests from all over the world. With the completion of the programme by our 1,800 plus associates, we are well-positioned to deliver on the Dubai brand of customer service and in turn, contribute to strengthening the tourism and hospitality sectors.”

Designed to improve the knowledge and resourcefulness of the tourist-facing workforce, Dubai Way is the first of many fundamental courses that will be provided across the tourism, hospitality, retail and events industries.

Available online in English, Arabic, Hindi, Urdu, Bengali and Mandarin, the programme includes 30 in-depth lessons covering vital knowledge on history, culture, visitor attractions, safety and security, transportation, adventure, gastronomy and customer service.

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