Daniel Kingston believes empowerment encourages staff to gain new skills and knowledge, which helps in supporting their development. Daniel Kingston believes empowerment encourages staff to gain new skills and knowledge, which helps in supporting their development.

CASE STUDY 3
Hotel: Jumeirah Zabeel Saray
Initiative: English language training

OBJECTIVE
Jumeirah Zabeel Saray introduced an English language training programme for staff to equip them with skills they believe will enhance their performance and help them communicate better with guests. 

STRATEGY
Housekeepers at Jumeirah Zabeel Saray are assessed on their English language skills when they join the hotel. Based on the results, they are placed in a programme depending on their capabilities.
Skill levels range from zero to four, followed by a separate training programme for business English. Each training module is six weeks long and can accommodate up to 18 students.

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RESULTS
Between 30-40% of staff utilise the training programme offered by the hotel. Staff are more confident after the training, which has resulted in better retention rates as well as higher customer satisfaction scores.