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team culture & development
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highest standards01
With our years of experience and qualifications, we have a variety of ways in which we can measure/commit to excellence.
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24 hour assistance02
Our Contact Centre offers customers 24-hour assistance over the phone or our communities’ mailbox is the online point of contact.
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Owner’s Mindset03
From CEO to supervisor levels, events and initiatives aimed at customer experience and creating an ‘Owner’s Mindset’ are held to educate and train our employees.
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employee development04
Association Managers in ECM undergo training in certifications/specialization such as CMCA, PCAM, M100 and ISO Internal Auditor, Lead Auditor.
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Value ambassadors05
We empower staff to make decisions to delight customers and drive values, launch plans, best practices and ideas.
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ABTAAL programme06
Succession planning and recognition for high performing staff to perform better and keep customers happy.
highest standards01
With our years of experience and qualifications, we have a variety of ways in which we can measure/commit to excellence.
24 hour assistance02
Our Contact Centre offers customers 24-hour assistance over the phone or our communities’ mailbox is the online point of contact.
Owner’s Mindset03
From CEO to supervisor levels, events and initiatives aimed at customer experience and creating an ‘Owner’s Mindset’ are held to educate and train our employees.
employee development04
Association Managers in ECM undergo training in certifications/specialization such as CMCA, PCAM, M100 and ISO Internal Auditor, Lead Auditor.
Value ambassadors05
We empower staff to make decisions to delight customers and drive values, launch plans, best practices and ideas.
ABTAAL programme06
Succession planning and recognition for high performing staff to perform better and keep customers happy.
Happy Employees = Happy customers
Just as our staff members invest their time and career with us, we invest in them in terms of training and development. We have a team of qualified professionals, and a record of long service employees.
We also attend conferences, both locally and internationally, to constantly expand our knowledge base.
As well as training, we aim to have a happy, fulfilled team that, of course, works hard but also has fun together too. So we regularly organise team meetings and social occasions for everyone to join in.Getting it right
Our aim is not just to get the job done. It’s to carry it out to the highest of standards. With our years of experience and qualifications, we have a variety of ways in which we can measure/commit to excellence:
– Service Level Agreements (SLAs)
– Key Performance Indicators (KPIs)
– Regular site inspections and technical audits
All of the above help to ensure the methods and work systems followed are in line with best international practices.#BuildingCommunities
The #BuildingCommunities initiative, stems from Emaar’s core value #CUSTOMERFIRST, which has realigned our new and existing services towards design-thinking-based and customer-centric business models that provide value for our end-users, our customers.
Our dimensions have been realigned from Customer Satisfaction to ‘Delighting Customers’ by ‘Redefining Lifestyles’, promoting ‘Customer Happiness’ and ‘Building Healthier and Safer Communities’.
Emaar’s business rationale is driven by disruptive innovation of our operations that harnesses the power of machine learning to integrate AI into community experiences. -
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Lifestyle Management
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Community portals01
Technology-enabled solutions such as resident’s portal help us turn around swift resolution to complaints, leaving a positive memory of ‘going above and beyond’ to ‘delight’.
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Online services02
A range of online services are offered on our community portals such as access card application, storage cage leasing, home modification requests and registering household staff, permits for contractors.
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resident engagement03
To connect with our customers, we run baking competitions, photo contests, riddles, DIY recycled art and creative writing for adults, children and teens in our quarterly newsletters.
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Advocacy04
Our long-standing working relationships with the industry’s important organisations go further as we lobby for the causes we feel strongly – to make a positive difference to community living.
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Rules strategy05
To ensure rules are upheld voluntarily, we employ thoughtful signage, posters, events, campaigns and flyers to help residents familiarise themselves with certain practices and common area rules.
Community portals01
Technology-enabled solutions such as resident’s portal help us turn around swift resolution to complaints, leaving a positive memory of ‘going above and beyond’ to ‘delight’.
Online services02
A range of online services are offered on our community portals such as access card application, storage cage leasing, home modification requests and registering household staff, permits for contractors.
resident engagement03
To connect with our customers, we run baking competitions, photo contests, riddles, DIY recycled art and creative writing for adults, children and teens in our quarterly newsletters.
Advocacy04
Our long-standing working relationships with the industry’s important organisations go further as we lobby for the causes we feel strongly – to make a positive difference to community living.
Rules strategy05
To ensure rules are upheld voluntarily, we employ thoughtful signage, posters, events, campaigns and flyers to help residents familiarise themselves with certain practices and common area rules.
Making a difference
– During the Holy Month of Ramadan, we regularly engage our young and old customers through the CSR event ‘Serve Our Service Providers’, where residents pack bags of healthy food and beverages for their community workers.
– We work with non-profit centre that helps children with special needs with educational, physical and emotional development and arrange special tours and excursions of Emaar attractions.
– On special occasions such as Valentine’s Day and Women’s Day, we surprise and treat our community workers with involvement from residents, to express our gratitude and appreciation.Redefining Lifestyles
– We organise and host regular community events to encourage a real ‘sense of belonging’ and ‘neighbourhood’ for our residents. By promoting engagement between residents, and interaction with staff and service providers, we think strong social and working relationships will be forged, and the overall wellbeing, happiness and value of the community will be enhanced.
– Virtual campaigns and events: We have also engaged community interaction with brand new concepts such as craft activity bags for Halloween, online coding clubs and pizza contests for children and educational health webinars for families on nutrition and self-care.Empathy & Personalisation
– In line with Dubai’s vision to make public areas accessible for people with mobility problems, we took on an initiative to build access ramps across communities in addition to chair lifts at swimming pools in selected communities.
– Our community group for senior citizens. The Golden Age Group worked with the Roads and Transport Authority (RTA) and negotiated a 50% fare discount on public transportation – for all residents in Dubai over 60 years of age.
– The Dubai Smart Police Station in Arabian Ranches was one of the first fully automated police stations in the world, offering residents a host of services relating to traffic fines, conduct certificates, complaints, inspection requests, and social support.Efficient Enforcement
Our key strengths is our ability to enforce the rules when residents disregard them or cause upset to others.
– We have a stringent process to address the situation – by issuing a Notice of Violation – a formal citation that a community rule or permit condition has been infringed.
– We also develop and uphold a set of architectural guidelines for the installation of exterior attachments and property enhancements.
– There are also several deterrents in place to ensure every homeowner pays their service fee in full and on time. -
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sustainability
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Optimum Ops01
Smart irrigation systems with sensors
relayed data on soil moisture levels for
optimal watering frequency for community
landscaping. -
water quality02
We are able to reduce lake sludge across our community lakes with the use of bio enzymes, also saving 90% costs in lake cleaning.
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electric cars03
Our Community Managers conduct many of their site visits around communities using one of a fleet of electric carts – this avoids the use of petrol cars and are much easier to get in and out of.
Optimum Ops01
Smart irrigation systems with sensors
relayed data on soil moisture levels for
optimal watering frequency for community
landscaping.
water quality02
We are able to reduce lake sludge across our community lakes with the use of bio enzymes, also saving 90% costs in lake cleaning.
electric cars03
Our Community Managers conduct many of their site visits around communities using one of a fleet of electric carts – this avoids the use of petrol cars and are much easier to get in and out of.
Energy conservation
– We’ve switched from halogen bulbs to more energy-efficient LED systems, in addition to using timers and motion sensors to only use lights and other equipment when necessary.
– Use of solar panelling-powered bollard lights in public terraces and children’s play areas.
– With VFDs in extractor fans in car parking areas and HVAC chilled water systems in residential buildings, we reduced energy consumption by 40 and 55%.
– Timed flow mixer/push taps help shut off water flow after 10-15 seconds in changing rooms. Waterless urinals also eradicate energy use from flush control.Recycling
– Recycling banks are installed in communities to encourage residents to dispose of their used plastics, glass and batteries as well as unwanted clothes, shoes and children’s toys.
– Where we can, we recycle parts of everything from street lighting poles to doors, in a bid to avoid unnecessary complete replacements of items that would otherwise cause excessive waste.
– When an air-conditioning unit reaches the end of its lifespan, we recycle, recover and reclaim the refrigerants from them too.
– Cardboard boxes, broken furniture, and food waste are all submitted to recycling contractors, whilst hazardous waste and e-waste are disposed of separately by a reputable/certified company.Community landscaping
– Our landscaping is planted responsibly, using plants suited to this climate that require minimal water to survive and we use effluent water from our communities to irrigate them.
– Conocarpus tree removal” Our ‘Say ‘NO’ to Damas Trees’ campaign sought to remove this insidious plant from our communities. Their aggressive root systems cause millions of dirhams worth of damage and our very successful campaign was taken up by Dubai Municipality afterwards. We replaced the trees we removed with suitable trees like Delonix and Neem.
– Wherever possible we are trying to retain the indigenous species like the national tree Prosopis cineraria, commonly known as the Ghaf tree, an evergreen that survives on very little water. -
