Park Regis Kris Kin Hotel in Dubai has completed a quality management programme being piloted by its Australia-based umbrella company StayWell Hospitality Group.
General manager of the hotel, Scott Butcher, is now to fly to Australia and report back on the findings, including that emphasis on customer service, teamwork between colleagues and focus on every individual task is imperative.
It is now hoped that the scheme will be rolled out across the group’s other hotels and brands.
Butcher said: “Being chosen to pilot a quality management programme for the entire group is an enormous achievement for our hotel, which has very quickly established an excellent reputation in terms of hospitality and service since its opening in November 2010.”
He added: “It isn’t easy to run a quality management programme in a multi-cultural society like Dubai since it is quite subjective and judgmental based on different guest expectations and assessments.
“We tried to keep things simple in our pilot project, focusing on five key areas where quality requires to be maintained at a high level if our guests are to have a stay experience they will remember and tell others about, whether through social media or word-of-mouth – F&B, telephone service, housekeeping, maintenance and efficiency.”
He concluded: “As a result five teams were constituted for each of these areas who monitored and assessed quality and performance in their respective areas. The idea was that their findings would be used as a base to work out a hotel-wide programme of colleagues orientation and training to improve quality and enhance the guest experience.”
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