Last week I had the privilege of meeting with Alexander Schneider, the hotel manager of Emirates Palace. The purpose of our visit was to present Alexander with the GT Leisure Travel 2013 Award for Best Resort in the Middle East. After sitting down with Alexander over 24-carat gold-dusted cappuccinos, I learned there was much more to the Emirates Palace than meets the eye. 

Opened in 2005, Emirates Palace is owned by the Abu Dhabi government and operated by Kempinski Hotels & Resorts. The vast palace features 302 guestrooms and 92 suites. The top floor is divided into six Rulers Suites, reserved exclusively for Emirate dignitaries and royalty. The rooms each have their own elevators, which travel (synchronized) to a lower-level meeting room, also reserved only for members of this elite group.

Once we understood the significance of this property as a landmark of luxury within the region as well its role as a highly important meeting and entertainment space for the government, we were eager to hear what Alexander had to say about how Emirates Palace maintains its status in a region always looking for the next best thing.

He shared what he saw as one of their keys to success: staffing. Emirates Palace employs 25 internal human resources professionals rather than an outside agency. Alexander himself interviews 70 people per month from around the world in order to maintain a full staff of 2,000. Each new hire follows a four-month training program before working face-to-face with guests.   

He gave three reasons for the extensiveness of their staffing efforts: First, it is the goal of Emirates Palace to bring Arabian hospitality to every guest. Whether you are a dignitary or a family that has saved for years in order to holiday in Emirates Palace, you are treated with equal service and respect. Alexander finds this is better than any marketing strategy. People who feel comfortable splurge on the luxuries the palace has to offer. People who enjoy their stay come back and tell others.

The second reason is empowerment. With 850,000 square meters of floor space to maintain, the Emirates team needs to be able to make decisions independently. And finally, the third reason: Alexander said he reads hotel magazines and keeps up with the latest and greatest in hotel design and technology; however, he said “no gadget can make up for even the smallest lapse in service.” 

I came out of our conversation feeling inspired by the vision and consistency of this property. As many companies are turning to technology and automation, it is refreshing to hear of an organization investing in people in order to maintain its lead. 

— Danielle Hudena, executive vice president