Scott Butcher, General Manager of the Park Regis Kris Kin Hotel Dubai, a brand of the Australian StayWell Hospitality Group, will be heading off to Sydney to make a special presentation on the successful implementation of the Quality Management Programme in the hotel at a group conference being held on June 21-22, 2012.
The Park Regis Kris Kin Hotel Dubai served as the pilot hotel for the programme that StayWell Hospitality Group is now looking to roll out across its other hotels.
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, commented Scott.
It isnt 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 FB, telephone service, housekeeping, maintenance and efficiency.
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, Scott explained.
According to him what needs to be emphasised in a hospitality quality management programme are customer service, hotel colleagues working as an interdependent team, and the belief that whatever be the task you perform it should fit into a well-defined mechanism to satisfy the customer. The attitude of service needs to become second nature for the colleagues.
I feel we were correct in using a team approach to monitor performance and in making assessments as quantifiable as possible. That we succeeded in our endeavour can be seen from the fact that our pilot Quality Management Programme will be used as guideline for a group-wide quality improvement and colleagues training initiative. I would like to thank all our colleagues for their participation and contribution to the effort, Scott concluded.
Located opposite Burjuman Shopping Centre, the 390-room hotel features international and Asian dining; a sports bar; rooftop pool, fitness centre, event facilities for up to 220 people and a business centre, while room amenities include Wi-fi, interactive TV system with 100+ channels, desk and mini-bar, tea- and coffee-making equipment, designer bathrooms and 24-hour room service.
For more information about the hotel visit:www.parkregisdubai.com