Ramada Downtown Dubai has launched the “Hallmark of Hospitality” programme to highlight and develop a service culture. Ramada Downtown Dubai has launched the “Hallmark of Hospitality” programme to highlight and develop a service culture.

New programme aims to enhance guest experience and establish service culture at Ramada Downtown Dubai.

Ramada Downtown Dubai has launched the “Hallmark of Hospitality” programme to highlight and develop a service culture focused on four key components: engaging, personalised, proactive, and prompt.

The programme was developed through close collaboration with heads of departments, by creating a list of common, and odd scenarios related to different job roles.

Ramada Downtown Dubai training and quality assurance manager Rohitashva Ghai said: “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.”

Ghai added: “We are excited to fully roll out the programme and carry on finding ways to refine our service. There is a continuous learning experience and there will always be room for improvements.”

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Ramada Downtown Dubai general manager Samir Arora said: “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 added: “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.”

Recently, Ramada Downtown Dubai has also introduced ‘Delighted to Serve’, a service for all guests calls, which centralises all the requests to one hotline, eliminating the need to connect with different departments for a specific need or inquiry.