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Winning Over the Arab Market: Hospitality Tips and Guest Relations

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Winning Over the Arab Market: Hospitality Tips and Guest Relations
THE ARAB GUEST The Arab travel mentality can vary greatly as the Arabian region stretches over a vast area encompassing 22 countries from Mauritania in the west to Yemen in the east. As the majority of Arab guests are from the United Arab Emirates (UAE), consisting of Qatar, Bahrain, Oman and Kuwait, the advice given here pertains mainly to this important region. The above-named states have in common rapid economic growth due to the large oil and gas reserves. These states have been catapulted from a tribal life to relative wealth, although Dubai has always held a significant role as a trade centre in the Middle East. Tourism in the UAE is booming, and luxuries, the newest technologies and excellent service have become the norm. No wonder then that the most expensive and luxurious hotel in the world, the Burj al Arab, is in Dubai. Apart from expecting exclusively furnished hotels, Arab guests also expect respect and tolerance for their lifestyle. To the majority of Arabs, Islamic rules are the foundation of daily life. Courteous and attentive service is a prerequisite. 1. Tolerance and Sensitivity Personal recommendations and networking between Arab families are of the utmost importance and recommendations by acquaintances are given more heed than extravagant advertising brochures. The chance of winning over the Arab market through a few families is therefore very high, but at the same time, a single ‘mishap’ by an employee can ruin the reputation of an entire hotel. Family consciousness is highly regarded in the Arab region. Unlike in the West, the family is the basic social unit, not the individual. In Arab society the weak are respected and protected, and the elderly are always afforded special respect. Arabs behave in a reserved manner towards Europeans and react very sensitively to a lack of respect and intolerance. To avoid such conflicts, sensitivity and empathy are of great importance. 2. Travel The majority of Arabs travel with their entire families.
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