In focus: Spark Residence L.L.C
2 years ago by Afrah Mohammad
In an interview with CustomerService.ae, Mohamed Kamal the General Manager at Spark Residence L.L.C in Sharjah, talks about efforts being made to make the guest experience unique at their hotel apartments. He also highlights the facilities being offered and how they are always working on building an even stronger image in the future.
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“GIVING CUSTOMERS WHAT THEY WANT IS JUST THE BEGINNING OF OUR HOSPITALITY PHILOSOPHY”
Q: Tell us a bit about Spark Residence and what sets you apart from your competitors in the hospitality sector?
Mohamed Kamal: Spark Residence Hotel Apartments are ideally located in the heart of Sharjah City. Our services are tailored to accommodate the most distinguished taste of Business and Leisure Travelers looking for consistent standards and personalized service.
Q: Can you highlight some of the facilities and amenities that you provide which enhance the customer experience?
Mohamed Kamal: Spark Residence Hotel Apartments provides all the facilities to guests such as Swimming, GYM, Sauna, Jacuzzi, High speed WIFI, Housekeeping Service, F&B and Pick & Drop to the malls and more.
Q: What is your philosophy when it comes to ensuring customer happiness?
Mohamed Kamal: Giving customers what they want is just the beginning of our hospitality philosophy. Being in tune with the guests’ needs and expectations, and then providing service far beyond those requirements and assumptions is critical. Also we believe in employee happiness for customer happiness.
Q: Do you offer any loyalty programs or discount packages for your customers?
Mohamed Kamal: Yes, we offer different discount packages for our customers. They are an essential part of our services.
Q: Do you offer online customer support on your digital platforms and is this support 24/7?
Mohamed Kamal: Yes, we have a customer support system that manages customer queries for us on our website and on call.
Q: How are you incorporating the latest technology to make the customer experience better?
Mohamed Kamal: The expectations of guests today are constantly changing. Meeting these expectations is not a simple feat. The modern customer experience needs to go above and beyond traditional service. We have a high tech based Wi-Fi that is provided throughout the hotel. Along with a smart check-in and check-out system, we are also working on providing customer preferred technology for customer comfort in the future.
Q: In light of the ongoing Covid-19 pandemic, what are some of the changes and safety measures in place?
Mohamed Kamal: The complete Covid-19 protocol for safety has been applied on our staff and is followed with every guest that visits and stays.
Q: Do you have any staff training programs in place and what key soft skills do you focus on?
Mohamed Kamal: Yes, we do have staff training programs and we focus on the following soft skills during those training sessions:
- Problem Solving
- Ability to work under pressure and time management
Q: How do you plan on making customer experience better in the future?
Mohamed Kamal: We plan to make the customer experience better in the future by following the steps below:
- Empower employees
- Use tech to create better customer experiences
- Embrace an omnichannel mindset
- Adopt a top-down approach.
- Use customer journey mapping.
About Mohamed Kamal
Having an extensive experience of over 17 years the hospitality industry, Mohamed Kamal has been the General Manager at Spark Residence for two years now.