Elevating Hospitality: How Emirates Trains Crew

The Art of Luxury Services at 35,000 Feet: How Emirates Trains its Crew in Dubai

One of the world's most renowned airlines, Emirates, has elevated the concept of onboard hospitality to a new level. The Emirates Centre of Hospitality Excellence, established in Dubai with an 8 million dollar investment—nearly 30 million dirhams—is designed to provide the airline's nearly 25,000 cabin crew members with the highest level of hospitality training. The institution opens a new dimension of elegance, detail-oriented service, and passenger experience in the aviation world.

Luxury in the Sky – Not Just a Slogan

Imagine caviar, premium champagne, artisanal chocolates, and Michelin star-inspired desserts—all served 35,000 feet high. This requires more than just knowledge of protocols and fine serving techniques; it demands creativity, adaptability, and even psychological insight. Emirates' new training center focuses precisely on these aspects: the cabin crew undergoes comprehensive, personalized training to provide an unforgettable experience to First and Business Class passengers.

The facility comprises more than just classrooms: it includes a fully operational restaurant and lounge capable of accommodating up to 170 people, as well as a full-size replica of an Emirates A350 aircraft interior. This includes the Business Class 1-2-1 layout, Premium Economy 2-3-2, and Economy 3-3-3 seating configurations, along with a full-scale onboard kitchen.

Training at the Highest Level

The training program focuses not only on service but also culinary arts. Cabin crew are taught fine dining protocol, the aesthetics of food presentation, drink recommendations, and how to handle passengers from diverse cultural backgrounds. In addition to practical lessons, theoretical training takes place as well, aiming for nothing less than mastering the "art of luxury and hospitality."

Training operates in six-day work schedules with morning and afternoon shifts. New recruits undergo an eight-week foundational course that covers safety and emergency protocols, medical knowledge, aviation security, appearance standards, and, of course, service norms.

Experienced staff also participate in regular continued education, especially when promoted to higher classes—for instance, from Economy to Business Class. Advancement is based not on years of service but on professional skills, sometimes within just two years.

The Art of Personalized Service

The training center places special emphasis on interaction skills. The "savoir-être," or social skills, are enhanced so the crew is not only polite but also attentive to non-verbal cues, predicting passenger needs, and providing a truly personalized experience.

Emirates' philosophy is built on four pillars—excellence, attentiveness, innovation, and passion—each reflected in this training. Instructors are not just educators but also master chefs and protocol experts who impart their experience and knowledge to new generations.

During practical training, the crew participates in various kitchen and onboard scenarios, mastering details from proper champagne serving, the pace and sequence of meal service, to the correct application of smiles and eye contact.

Innovation and Well-Being

In 2024, Emirates also opened the Crew Zone complex, offering 24/7 training spaces, relaxation lounges, technology zones, and beauty and wellness centers. Recognizing that the standard of onboard service greatly depends on the well-being of its employees, Emirates places significant emphasis not just on guest experience but also on staff welfare.

The airline has partnered with one of the world's leading hospitality educational institutions, the Swiss Ecole Hôtelière de Lausanne, forming strategic guidelines now unfolding at the Hospitality Excellence center.

Opportunities for Applicants Worldwide

Emirates is actively recruiting cabin crew from around the world. Interested candidates can apply online and attend open days held in various cities and countries.

The diversity of the staff is noteworthy: they come from more than 140 countries and speak over 70 languages, ensuring that passengers of any nationality feel at home on the flight.

Conclusion

The Emirates Centre of Hospitality Excellence is more than just another training facility—it's a unique investment in the future of hospitality. The aim is nothing less than for passengers to receive not just a service but an experience with each journey—a meticulously orchestrated traveling experience filled with luxury, attention, and professionalism. The center in Dubai is a worthy example of how aviation can be elevated to an art form.

(Source of the article: Announcement of the Emirates Centre of Hospitality Excellence opening.)