Meridian Hospitality Studio in the United Arab Emirates is examining service through the guest’s journey from first enquiry to final goodbye. Founder Omar Haddad’s approach looks for moments where a guest has to repeat a question, wait without an explanation or work out who can help.
Following The Guest Journey
The studio uses these everyday moments to understand where a service experience becomes disconnected. Listening to the team adds context about the work taking place behind each interaction.
The emphasis is on a connected sequence of service rather than an isolated gesture. A clear handover can influence what a guest knows about the next stage of their visit.
Turning Observations Into Clear Actions
The process identifies a specific issue, makes responsibility clear and reviews what happens when a change is tried. Instructions need to be useful to the people delivering a service as well as those receiving it.
Haddad’s approach favours clear prompts and workable handovers over long instructions that are difficult to remember during a busy shift. Questions and adjustments remain part of the process.
Supporting Consistency Without A Script
Future priorities include service guides that give teams a shared understanding of what matters while leaving room to respond to individual guests.
The intended next step is to connect that guidance with everyday actions, so that an idea discussed by a team can be tested in the course of normal service.
Design preview. Names, portraits and stories shown do not represent actual contributors. Portraits are AI-generated.