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SCHOLARSHIP CASE STUDY
Michael Lennon – Jumeirah International, Dubai
Jumeirah International are have dedicated themselves to live by their company hall marks - Never say no to our guests - Always greet the guest before they greet you -Treat your colleagues as you would like to be treated. These can be seen displayed everywhere you go in every hotel’s back of house. These are continually measured as customers are asked on comment cards if these behaviors have been demonstrated. Using this platform a culture of service excellence has been created. When recruiting they are looking for people who demonstrate these behaviors and thus will become part of the Jumeirah International culture.
Developing and growing their people is a key part of Jumeirah Internationals long-term strategy. With having such a diverse workforce coming from 92 different countries it is essential that a strong training culture exists to ensure consistency of service and that new starts are able to adjust to their new environment. To set a fixed minimum standard of six hours per month of training for every colleague is an industry first as far as I am aware and this really helps focus everybody in the organization on training. Growing and developing their colleagues is also an area where they excel. Turnover is very low compared to European standards and almost every person who I talked to had moved through the organization from a different position to where they are now.
The drive for quality is non-stop at Jumeirah International. From the importance placed on receiving guest feedback to the way in which senior management is committed to act on it every day, Gaining recognition for their culture of quality is also a key part of the Jumeirah Internationals strategy. The result of this passion for quality is an extremely well run organisation, which can be witnessed in every department. For any organisation no matter what size quality should be a priority and it is recommended that quality be incorporated as a fundamental part of your culture. Jumeirah International are enjoying the benefits which this had brought to their business and maintaining this is essential for future growth in an environment which is going to be ever more competitive once the next generation of hotels open.
To read Michael's report in full, please click here to view the PDF
