SERVICE CULTURE

Introduction

All our associates personify our Atana Hotels brand promise.

Each associate is thoroughly trained in our culture and values, ensuring a consistent, exceptional guest experience at all our properties.

All guest-facing associates receive thorough brand immersion training, providing them with the necessary skills and knowledge to deliver hospitality according to the Atana Hotels standards.

New associates complete their specific training programs within 90 days of joining, ensuring they understand the service philosophy and operational procedures.

Our guest service culture reflects Omani traditions and hospitality.

These principles outline how we interact with our guests, aiming to create memorable experiences. We greet our guests with warm smiles and Omani courtesy. We make open, attentive eye contact to build trust and belonging. We use guest names to show recognition and respect. We let kindness guide every interaction to ensure a positive experience. We speak clearly and with a tone that reflects sincerity and care. We know Atana's offerings and guest needs to answer questions confidently and accurately. We consistently meet and surpass guest expectations to demonstrate the unique qualities of Atana.

Guest interaction

Atana Hotels always has a bilingual duty manager on site.

Receptionists demonstrate a strong service culture and positive guest interaction by acknowledging guests from a distance and greeting them warmly when they are close by.

Associates escort guests to their destination and if they prefer to go alone, they guide them with open-handed gestures. They are always polite and address guests by their titles and family or last names. They show sincere concern for their well-being.

All associates handle problem resolution and guest complaints through listening attentively. They offer sincere apologies and respond to the issue or request within ten minutes.

All associates will follow up with the guest within 30 minutes after resolution. They track the defect or request data using Atana’s approved software.

They respond to guest requests for service to or from their rooms within ten minutes.

This applies to all services including, but not limited to picking up luggage, laundry, shoeshine, private dining tables/trays, delivery of items such as mail, parcels, etc.

Heart of the house

Heart of the house areas must be clean and well-maintained.

These include sales, catering and executive offices, associate entrance, dining area and lounge, locker and changing rooms, restrooms, kitchens, laundry facilities, loading docks, service corridors, store and plant rooms as well as any offsite workshops and facilities.

Telephone courtesy

Our team does three types of courtesy calls.

Before arrival we contact the guest to thank them for choosing our property and inquire if any prearrangements or airport pickup are needed.

After arrival we call the guest ten minutes after check-in to ensure they are satisfied and comfortable.

During the stay, we inquire about their experience so far.