The ZamZam Pullman Makkah is the only hotel in the Kingdom of Saudi Arabia to be accredited with multiple ISO certifications for outstanding customer service and quality management systems
Accor Middle East, one of the world's leading hospitality groups, has just achieved a major new step in its quest to establish the highest quality and customer service standards. This August, the ZamZam Pullman became the first and only hotel in the Kingdom of Saudi Arabia to receive simultaneously two of the industry's highest certifications from independent bodies. The property was awarded with the ISO Certificates 10002 : 2010 and 9001: 2008 for its continual improvement of guest satisfaction by iQNET and DQS GmbH Deutsche Gesellschaft zur Zertifizerung von Managementsystemen.
Christophe Landais, Managing Director of Accor Middle East commented, "achieving simultaneous ISO 10002 : 2010 and 9001: 2008 certifications from two independent bodies is a major achievement, as we seek to bring uniform standards to the region. The awards are testimony to the ZamZam's Pullman guarantee for quality and high standards of customer service, a hallmark of excellence we intend to roll out throughout this growing brand."
ISO 10002 : 2010 and 9001: 2008 Awards
Beginning in January 2012, the ZamZam Pullman team embarked on a long term project to improve guest satisfaction. The hotel is located close to the Masjid Al Haram and the Holy Kaaba in the heart of Makkah and features 1,315 rooms. During the busiest periods, the property can accommodate up to 3,600 guests, resulting in customer requests to its call center that can exceed more than 4,000 calls daily. Addressing the issue, the team requested the audits of the two independent assessment bodies, having achieved a customer response where 98% of calls were answered within just three rings and all guests requests were resolved within 20 minutes.
Ahmed Hozaien, General Manager, ZamZam Pullman Makkah highlighted that "... achieving certification is not an easy task and requires a dedicated team who live the standards we strive to offer our guests. The certification provided by the two independent bodies is a demonstration of the quality of not just our hotel, but also the dedication of the people working within the property".
Planet 21
Quality and sustainability at the heart of Accor's strategy; these two awards are further testimony to the drive for the ambition to strengthen its Planet 21 commitments . The ISO certifications, combined with the guidelines of Planet 21, ensure that guests visiting the ZamZam Pullman Hotel can expect exceptional hospitality standards from this five star property in the heart of Makkah.
-Ends-
Pullman is the upscale international hotel brand of Accor, the world's leading hotel operator, present in 92 countries with over 3,500 hotels and 160,000 employees. Located in the main regional and international cities and in prime tourist destinations, Pullman Hotels & Resorts is principally designed to cater for the requirements of cosmopolitan, seasoned travelers, whether they are travelling alone, with their clans or with colleagues. The brand's establishments offer a new approach to upscale hospitality. The Pullman network has almost reached 80 hotels in Europe, Africa, the Middle East, Asia-Pacific and Latin America where ideas, histories and cultures meet. Our objective is to have 150 hotels around the world by 2015-2020. Pullman, like most of Accor's brands, is proud to offer the Le Club Accorhotels loyalty program.
Further information concerning the Pullman hotels is available on www.pullmanhotels.com
Middle East Press contacts:
Ferial Kurimbux / Accor ME
Email:Ferial.KURIMBUX@Accor.com
Tel.: +971 4 395 15 13
Michelle Hogan / Havas PR Middle East
Email: Michelle.Hogan@HavasPRME.com
Tel.: +971 4 455 61 55
© Press Release 2013
