The Address Hotels + Resorts partners with Gallup consulting to drive service excellence

1. Prestigious partnership achieved in less than a year of the hotel brand’s inception
2. Gallup to undertake assessments, on-going tracking, consulting and business impact analysis

The Address Hotels + Resorts, the 5-Star premium hotel brand launched by Emaar Hospitality Group has signed a partnership agreement with Gallup Consulting, a global consultancy specializing in employee and customer management, to drive the quality processes and service excellence across all its hotels through active customer engagement.

Mr Marc Dardenne, Chief Executive Officer of Emaar Hospitality Group and Emaar Hotels & Resorts and Mr Jim Clifton, Chief Executive Officer, Gallup Consulting, signed the agreement in Dubai recently.

Mr Dardenne said: “The partnership of  The Address Hotels + Resorts with Gallup Consulting marks a new era for Emaar Hospitality Group by bringing in measurable approaches for enhancing quality and customer service and achieving tangible results. The tie-up was achieved in less than a year since the inception of The Address brand, which highlights the already-high standards of customer management practices prevailing in our Group’s companies.”

He added: “With hotels such as ours, we are at the forefront of the hospitality and leisure industry, and it is important that we revisit our service standards regularly. The world-class systems being implemented by Gallup Consulting are helping us achieve this.”

Mr Clifton said: “Gallup Consulting provides The Address Hotels + Resorts with impeccable service, which benchmarks them among the top 75 Fortune 500 companies in the industry.  We work closely with each hotel’s team, incorporating guest comments and constantly recommending strategies to ensure consistent improvements and developments that benefit both associates and guests.”

He added: “Our partnership further enables The Address Hotels + Resorts to position its product and services to a higher realm, and thus gain long-term benefits. We work with several global hospitality providers, and draw on a suite of constructs and tools, which are deployed in the hotel brand’s processes to continuously improve its quality.”

Gallup Consulting has undertaken initial assessments through executive and customer interviews to assess strategies, needs, challenges and opportunities. This is supported by an on-going, online guest engagement assessment. Upon check-out, guests receive an invitation to log on to a dedicated website to post their responses to a pre-determined questionnaire. This is then recorded on a scorecard.

Based on the scorecard rankings, Gallup Consulting then assists The Address Hotels + Resorts in all aspects of project management, training and education and also provides business impact analyses that link guest engagement scores to business outcomes.

Besides The Address Hotels + Resorts, Emaar Hospitality Group owns and operates The Palace – The Old Town, Al Manzil and Qamardeen hotels; The Arabian Ranches Golf Club; The Montgomerie, Dubai; The Dubai Polo and Equestrian Club; Nuran Serviced Residences; Hayya! Health Clubs and the Dubai Marina Yacht Club.