International public services company, Serco Middle East has announced the award of a major new contract to deliver essential Frontline Hospitality Services at both Dubai International (DXB) and Dubai World Central (DWC). The contract builds on the company’s long termpartnership with Dubai Airports and will see Serco deliver the services over a five-year period, operating until 31st December 2024.
Harnessing the unique insights and research conducted by the company’s in-house customer experience and service design agency, ExperienceLab, the contract will see over 1,000 employees deliver hospitality and passenger processing services across key passenger touchpoints within Dubai Airports’ facilities.
As part of the contract, Serco will leverage cutting-edge technologies to ensure the dynamic deployment of staff, providing optimised rosters across the airports’ terminals and the provision of a continually trained and knowledgeable workforce. Serco has been providing world-class services to the aviation sector in the Middle East for over 70 years.
It has also been supporting Dubai Airports with the maintenance of its large buildings and infrastructure portfolio, as well as providing a full range of Engineering and Estates Services for Terminal 1 and 2 and to other cargo and ancillary buildings at DXB. “Our ultimate objective is to be recognised as the operator of the world’s best airports for customer service.
This contract is part of a series of moves we have taken in recent years to enhance airport experience at DXB and DWC and wow our customers by delivering an amazing airport experience” said Paul Griffiths, CEO of Dubai Airports.