Emirates recently launched a new hospitality-based strategy in partnership with Ecole hôtelière de Lausanne (EHL), one of the world’s top hospitality management schools. The program is one of the biggest people, process, and product initiatives ever implemented at the airline, extending across all frontline customer facing teams as well as their supporting departments.
I recently had the privilege of participating in the “Hospitality Learning Experience” portion of the program that aims to drive consistency across all aspects of the customer journey by providing a framework for Cabin Crew (and other participants across the airline) to deliver signature moments that evoke emotions and create positive memories for Emirates customers.
The two-day workshop heavily complimented our Cabin Crew training, encouraging us to reimagine the way we think about hospitality by diving deep into our personal strengths and self-reflecting on the qualities we possess to learn how to create a positive, emotional connection with our customers. We were encouraged to let our true personalities shine and to bring forth what makes us unique to assist us with delivering on our fly better promise both on and off the line.
Following the completion of the course, we were presented with Hospitality Learning Experience certificates (under EHL) as well as a hard copy of the Emirates “Book of Hospitality” that further details our airline’s newest innovative approach to achieving service excellence.
We all have a key role to play in this ground-breaking transformation and I look forward to implementing what I’ve learned onboard!
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Disclaimer: My posts are my personal views and do not represent the views of my company.
