Fairmont, Dubai - servicexcellenceblog
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Dec 17 2016

Fairmont, Dubai

Good afternoon to all of you, we hope you are well. We recently had the pleasure of running a 5 days Leadership program for a leading healthcare provider in Dubai. The participants’ Human Resources Manager was the one choosing the location – it was the Fairmont, Dubai, on the Sheikh Zayed Road. The 35+ story floor is not only impressive in height, the service one receives here is impressive too.

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The week started off with a warm greeting from the valet parker, who welcomed us at the hotel and did so, every day, for the rest of the week. The friendliness and his way of dealing with us had something unique, fascinating and made us believe that we knew him for ages already. Real connections with real people.

The workshops took place on the 33rd floor, which is the dedicated banquet and conference room area of the hotel. The room size as well as the setup, the state of the art equipment provided and the overall facilities available, did not only make our life as a facilitator easy, it made our job enjoyable too. If you can only focus on the delivery of the program, and do not have to worry about the facilities or the technology, you can achieve greatness as a trainer. The hotel representatives’ customer service was spot on. They were friendly, smiling, making and effort to hold valuable conversations with their guests on the corridor and elevator, and were super pro-active.


What made us write this review, however, was one particular situation we would like to share with you. On day 3 of our program series my laptop charging cable stopped working. The laptop had 30% of its battery left and we knew that we had about 5 hours of workshop delivery to complete on this day – not a great feeling to have. We asked the participants for a charger, however, no one had a compatible device. During the lunch break, I went to the executive lounge on the 33rd floor and asked the hotel representative for help. He smiled at me and said: ”Don’t worry, just go and enjoy your lunch break and we will sort it out for you.”

I joined the group of participants for lunch in the all-day-dining restaurant on the ground floor and sat there a little worried, yet hopeful that somehow the issue would resolve itself – and it did!

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When I came back into the room about 20 minutes later, the laptop was set up and connected to the charger with a note: do let us know if we can assist you further!

Wow. This was incredible. I was very relieved and satisfied and the rest of the week went better than ever. The details to attention are what matter; and the banquets team at the Fairmont did not only pay attention to details, they actually went – what we call – the extra mile. Thank you, SE

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