outline of designed solution

1. OUTLINE OF DESIGN
SOLUTION
THE HOSPITALITY PROGRAM WAS FOUNDED ON THE REALIZATION OF PROSPECTS
FOR MAJOR AND LONG-TERM CHANGE IN SERVICE DELIVERY AND INFORMATION
PROVISION.

2. THE OPPORTUNITIES WERE TO:
• Instill a fresh mindset and strategy centered on the customer experience.
• Raise customer service standards on the ground to improve the customer experience.
• Understand cultural subtleties and how to provide 'Arabic hospitality' as a customer service
approach.
• Introduce new products and services that demonstrate the value of customer experience
through a series of "hero projects," such as improving the experience for passengers making
long airport transfers and building a "hospitality"-focused service approach for frontline
employees.
• Address the issue of customers assisting themselves, as well as dealing with size more
effectively.

3. OUR SOLUTION SET OUT TO ACHIEVE:
• A revolutionary method to training and coaching that incorporated continual 'on-the-job' coaching and involved all
employees in achieving set essential behaviors.
• A new approach to airport staffing focused on identifying the most critical operational and service needs in each zone and
forming a team with zonal specialties.
• A new logo and uniform to help clients and stakeholders recognize employees and encourage different types of behavior
more related to hospitality services.
• Using dynamic mobile data, personnel may become walking information desks, assisting clients with their information needs
wherever they are. The airport community App, which featured fight information as well as any interruption news, was
available on handheld devices.
• A new set of simplified and large-format navigation and information stations that aided travelers at major airport pinch points.
It includes simplified maps, architectural aspects to aid navigating and passenger movement, and low-f information packs for
people without cellphones or low literacy.
• To welcome visitors to Dubai, local artists and photographers' work was used to create a sense of location.

4. THE PROJECT WAS SUCCESSFUL BECAUSE IT:
• Due to C-Suite support and the projected impact of the initiative in the immediate and long term, the DA non-infrastructure
budget for 2016 was increased. This aided the company's rapid maturation in terms of how it provided customer-centric
service, and it was a significant departure from how the company had previously operated.
• Demonstrated how an ambitious vision can guide you, but you must start with today's service operation to embark on the
journey and use it as a reference point for the entire organization.
• Showcased a new way of working that shattered organizational silos by forming program-based teams from various disciplines
and departments to deliver a single service.
• Delivered the first direct-to-passenger service operated by Dubai Airports, which had a direct impact on the quality of the
service experience and ensured that DA employees were held accountable for its continued delivery and success.
• The solutions that were deployed were guided by a defined strategy and service propositions that were shaped by consumer
and employee feedback.
• Working in zones boosted the efficiency of the operation while it was open 24 hours a day, seven days a week. The daily peaks
and troughs of passenger footfall should be properly managed and assigned resources.