New hospitality strategy to be launched to take “fly better” client promise to new heights

Emirates, which is known for its award-winning services and products, is establishing a new hospitality-based strategy that will take the client experiences that its team will provide in the air as well as ground and to new heights.

Emirates, which is known for its award-winning services and products, is establishing a new hospitality-based strategy that will take the client experiences that its team will provide in the air as well as ground and to new heights.

This programme will become one of the airline’s biggest people, process, and product initiatives ever executed, touching all frontline client-facing teams and supporting departments.

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The Chief Operating Officer at Emirates, Adel Al Redha, said, “Even while managing the primary challenges of the pandemic in the last two years, Emirates did not hesitate to keep moving forward initiatives to assure our customers keep “flying better” for the foreseeable future.”

Al Redha also added, “The learning programme for our recent hospitality strategy will be rolled out initiating from June, and refresher courses in the programme will persist to assure the consistency of our customer experience.”

There have been expert support from Ecole hôtelière de Lausanne (EHL), invariably rated among the world’s top hospitality management schools, and Emirates is making its next-generation hospitality programme based on bespoke principles that reflects its unique DNA. At its foundation are the principles of simplicity, innovation, excellence and most importantly, passion.

The programme strives to drive consistency across all touchpoints. It provides a framework for teams to offer signature moments that elicit emotions and create positive memories and feelings for Emirates’ clients.

Emirates has already included elements of its new hospitality principles into its Premium Economy service that will be launched soon, as its cabin crew learn how to deliver Emirates’ recent inflight experience from food presentation and offer to welcome drinks to complimentary luxuries and other little touches. Earlier this week, the airline declared that it would offer its full-service Premium Economy experience for the deal in June for customers travelling on selected routes starting from 01 August 2022.

Tariq Saeed

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