The Ministry of Tourism in Saudi Arabia has launched a new initiative titled “Our Guests Are Our Priority”, aimed at raising the quality of services provided in the Kingdom’s hospitality sector.
The campaign is all about raising the standards in the country’s hospitality sector as part of the broader Vision 2030 initiative. The aim is simple: to ensure all hospitality facilities meet the Ministry’s strict standards for licensing and classification, while also complying with the regulations designed to protect guests and improve service quality for both domestic and international tourists.
Minister of Tourism Ahmed bin Aqeel Al-Khateeb emphasised that the “Our Guests Are Our Priority” campaign encourages all tourism stakeholders to cooperate with the ministry in achieving Saudi Vision 2030 and elevating the Kingdom’s standing as a global tourism destination.
Hospitality Licensing and Classification in Saudi Arabia
In Saudi Arabia, every hospitality establishment—from large hotels to smaller guest houses—needs a licence from the Ministry of Tourism to operate. This system ensures that only those meeting the Ministry’s high standards are allowed to function. The Ministry assesses a few key areas, such as:
- Health and safety: Ensuring guests’ safety and wellbeing, with strict hygiene, fire safety measures, and overall cleanliness in place.
- Service quality: They look at how well guests are cared for, ensuring staff are well-trained and provide excellent customer service.
- Facilities and amenities: Everything from the quality of rooms to dining and recreational facilities is evaluated, and establishments are expected to offer accessibility features for guests with disabilities.
Saudi Arabia’s hotel rating system
Like in many other countries, Saudi Arabia uses a star-rating system for hotels, ranging from one to five stars. A five-star rating signifies top-tier luxury and service. The rating is based on factors such as:
- Room quality: This includes room size, furnishings, and the availability of modern conveniences like Wi-Fi and entertainment systems.
- Customer service: The professionalism of staff and how well they respond to guests’ needs.
- Sustainability: With eco-consciousness becoming increasingly important, hotels are encouraged to adopt practices that reduce waste and conserve energy.
To ensure high standards and protect consumers, hospitality providers in Saudi Arabia must comply with several key regulations:
- Health and safety inspections: Regular checks are carried out to make sure establishments are following public health regulations, fire safety standards, and other essential requirements.
- Transparent pricing: Guests must be clearly informed about costs, and businesses must protect their privacy and honour booking agreements.
- Sustainability: The Ministry encourages hotels to adopt environmentally friendly practices, in line with Vision 2030’s focus on sustainability.
“Our Guests Are Our Priority” – modernising the industry
The “Our Guests Are Our Priority” campaign is also part of a broader push to modernise Saudi Arabia’s hospitality industry. This includes:
- Technology upgrades: Hotels are expected to adopt new technologies, such as online booking systems and contactless services, to improve the guest experience.
- Staff training: The Ministry is helping to upskill hospitality workers, ensuring they are trained to meet international service standards in areas like customer service, food safety, and health and safety.
- Cultural and language competence: As Saudi Arabia opens its doors to more international tourists, it’s essential that hospitality providers cater to diverse cultural backgrounds, with multilingual staff and an understanding of different cultural norms and expectations.
With these initiatives, Saudi Arabia aims to elevate its reputation as a world-class tourism destination, providing visitors with high-quality services and unforgettable experiences. This forms a key part of Vision 2030, which seeks to diversify the economy by making tourism a significant contributor to the country’s GDP.
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Read also: Saudi Arabia’s hospitality sector surpasses $17 billion in 2023
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Photo – top of page: The foyer of the Al Murabaa Four Seasons Hotel (photo STA)
