SHANGRI-LA Hotel, Dubai has become the first five-star hotel in the world to receive ISO 10002 certification while its sister property, Traders Hotel, Dubai is the first four-star to achieve the same recognition.
The properties have been awarded the Certificate of Approval by the United Registrar of Systems (URS) to signify their compliance with the international standards of ISO 10002. The certification is the culmination of the hotels’ initiatives toward being truly customer-focused organisations.
ISO 10002 (Handling Customer Complaints Management System) pertains to the hotel’s ability to document, respond to and resolve customer complaints in the quickest time possible. It enhances customer satisfaction by creating a customer-focused environment that is open to feedback, resolving any complaints received and enhancing the organisation’s ability to improve its product and customer service.
“The certification is a seal of our hotels’ compliance to strict, internationally-set standards. This new innovation brings forth our aim of being the undisputed leader in customer service. Being the first in the world to be certified is a major feat,” said Bernhard Haechler, vice president and general manager of Shangri-La Hotel, Dubai.
The hotel’s ISO 10002 team is headed by Shangri-La Hotel, Dubai hotel manager Khaled Ghaleb and area director of training Sharon Dhaliwal together with Traders Hotel general manager Rene Egle who initially championed the project.