Emirates has launched a new training facility in Dubai designed to enhance the hospitality skills of its nearly 25,000-strong cabin crew. The centre aims to strengthen service standards through immersive learning experiences inspired by fine dining and global luxury hospitality.
Emirates Centre of Hospitality Excellence
The Emirates Centre of Hospitality Excellence, built at a cost of USD 8 million, includes a restaurant and lounge that can seat up to 170 guests, presentation kitchens, and eight tech-enabled classrooms.
The airline expects to train more than 10,000 cabin crew in the facility by the end of 2025.
Training sessions are modelled on Michelin-level service standards and include modules on table service, guest engagement, and fine dining etiquette. Both new recruits and experienced crew undergoing refresher courses will use the facility.
Focus on fine dining
A central feature of the training programme is a curated four-course fine dining experience. Cabin crew dine as guests to observe hospitality standards first-hand, sampling First and Business Class dishes served by Emirates’ own trainers.
Thomas Ney, Emirates’ Divisional Senior Vice President of Service Delivery, said: “Emirates continues to uplift the ‘fly better’ experience for our valued customers. We have invested in the highest levels of luxury hospitality training for our cabin crew, enabling them to really relate to the customers they serve and create unforgettable signature moments. We are delighted to provide our crew with immersive training, allowing them to personally sample the cuisine, the beverages, the ambiance and ultimately, the hospitality Emirates is renowned for. This is how we empower world class cabin crew.”
The centre also features a purpose-built training kitchen where Emirates master chefs teach plating and presentation techniques. Cabin crew learn to balance texture, colour and form to enhance the visual appeal of dishes served onboard.
Communication and service skills
The Art of Service course, also offered at the centre, focuses on communication, empathy and situational awareness. It encourages crew to understand guest preferences and adapt their service style accordingly, with training informed by research from luxury restaurants worldwide.
The new centre is part of a broader investment in crew development. Earlier this year, Emirates opened a 24/7 Crew Zone at its headquarters in Dubai, offering support services, wellness spaces and educational workshops.
All Emirates cabin crew undergo an initial eight-week training programme in Dubai, which covers safety, service, medical procedures and hospitality. Ongoing training continues throughout their careers, supported by simulators and classroom sessions tailored to each aircraft type in the fleet.
Emirates employs almost 25,000 cabin crew from over 140 countries, speaking more than 70 languages.
tanvir@dubainewsweek.com
