Concorde by Mourouj Fujairah, a luxury accommodation in the heart of the city, recently organised two separate workshops on effective communication and handling guest complaints, to help hotel staff enhance their skills and improve guest satisfaction rate.
The trainings were facilitated by Ayman Abu Al Safa, the hotel’s HR Manager, and were attended by staffs of different departments including Housekeeping, Spa & Recreation, Engineering, IT, Security, Front Office and F&B. The Effective Communication Skills training includes lectures on how communication works in an organization, understanding body language, and effective listening skills. In the session on Handling Guest Complaints, the staffs were provided with pointers on how to improve critical thinking, identify and deal with challenging customer behavior, and achieve customer retention.
Mohamed Fekry, General Manager, Concorde by Mourouj Fujairah, said, “We continuously provide venues to empower and boost the skills of our staffs through the various trainings in the hotel. It is important to put in efforts in these activities as these are beneficial for both the individuals and for the property, as these equate to better customer service and creates a positive impact on the organization as a whole.”