Ramada Downtown Dubai rolls out “Hallmark of Hospitality” Program
Aims to enhance guest experience and establish service culture among the team
DUBAI, UAE (February 3, 2016) – Ramada Downtown Dubai steps up its approach in providing top notch service to its guests with the launch of “Hallmark of Hospitality” program.
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.”
About Ramada Downtown Dubai
Ramada Downtown Dubai is located within the city’s vibrant commercial and tourist centre. The hotel provides a great view of Burj Khalifa, the tallest building in the world, and overlooks the spectacular Dubai Fountain. It is a short walk away from The Dubai Mall, as well as to a wide array of dining venues along Downtown Dubai. Its prime location makes it ideal for all types of guests – business travellers attending conferences and exhibitions, extended holidays for families, or guests on short Dubai getaway. The hotel offers a modern luxurious city suite living with its spacious accommodation and tasteful interiors complemented by an outstanding service. Guests can choose from a range of options including a junior suite, one-bedroom suite, two-bedroom suite and the luxurious four-bedroom penthouse. Kenza Restaurant, located at the hotel’s second floor, is an all-day dining venue that serves a delectable selection of local and international dishes. The hotel amenities include a well-equipped gymnasium and a large outdoor swimming pool where the guests can rejuvenate and relax amid the hustle and bustle of the city.