In the midst of the current economic climate and its impact in the hospitality industry, Al Diar Siji Hotel & Siji Hotel Apartments, two luxury properties in Fujairah managed by Abu Dhabi National Hotels, have opted to seize the low summer season to invest in staff and focus on service quality, instead of cutting their numbers and training budget.
“Regardless of the economic condition, training is absolutely not the first thing to be cut during difficult times. Al Diar Siji Hotel & Siji Hotel Apartments are committed to the well-being of both our staff and guests. Therefore it is critical for us to focus on staff training, motivation and retention because these have direct impact on customer service and guest satisfaction,” said Mr. Alaa Naqawa, HR Manager of both properties.
“Some hotels have laid-off people as a way of cutting cost. This is being internally focused but as we focus on the customer, I believe that we would be on the winning side because when the low season is over and the high season comes, we are prepared and well-positioned. Generally, cutting cost at the expense of experienced staff will get hotels through the downturn financially but it will not put them in position for the long term ,” explained Mr. Fouad Melhem, General Manager of the two properties.
The series of trainings were attended not only by the employees but also by the managers and department heads to get them reacquainted with the hotel’s facilities, offerings and standards.
Facilitated by Mr. Thomas Ashok, Training Manager, the seminars include Telephone Manners, Developing A Can Do Attitude, Energy Conservation, Food Hygiene, Fire, Evacuation & Bomb Threat instructions. As Al Diar Siji Hotel is both HACCP (Hazard Analysis & Critical Control Point) and BS EN ISO 9001:2000 certified, seminars on these international standards were also held, as well as First Aid and H1N1 awareness programs. Refresher sessions on the hotel’s product offerings and standard service in the food and beverage outlets and recreation facilities were also conducted.
“Our employees are our most important asset. And keeping their motivation high and improving on customer service are our top priorities. Now, our staff are all geared up and we are ready for the industry’s recovery and the high season,” concluded Mr. Melhem.
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