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Emirates opens new centre focused on advanced hospitality training for cabin crew

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Emirates opens new centre focused on advanced hospitality training for cabin crew
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Tim Clark President, Emirates Airline | Emirates Airlines

Emirates has announced the launch of the Emirates Centre of Hospitality Excellence, a new facility designed to provide advanced service training for its nearly 25,000 cabin crew members. The center aims to elevate hospitality standards through programs modeled on Michelin star practices, including fine dining protocols and premium guest engagement.

The airline began collaborating with Ecole hôtelière de Lausanne in Switzerland in 2020 to develop an enhanced hospitality strategy. The Emirates Centre of Hospitality Excellence now serves as the centerpiece of this approach, focusing on four key pillars: excellence, attentiveness, innovation, and passion.

Thomas Ney, Emirates' Divisional Senior Vice President of Service Delivery, stated: "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."

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The facility offers a range of training opportunities for both new recruits and experienced staff. Training includes immersive experiences such as gourmet four-course lunches curated by master chefs and served by elite trainers. These sessions allow crew members to experience firsthand some of Emirates’ most celebrated First and Business Class dishes.

In addition to fine dining simulations, cabin crew participate in culinary workshops where they learn plating techniques from professional chef trainers in a kitchen designed to mirror both restaurant settings and airline galleys.

A communication-focused course called "The Art of Service" teaches staff not only refined service techniques but also emphasizes emotional intelligence and adaptability when interacting with passengers from diverse backgrounds.

Wine education is another component at the center. Building on Emirates’ L’art du vin program launched in 2024 at its Dubai Cabin Crew Training Centre, courses are tailored for different levels—Introduction, Business Class, and First Class—where participants taste wines from Emirates' onboard selection while learning about wine heritage and food pairings.

Earlier this year, Emirates also opened a Crew Zone at its Group Headquarters in Dubai. This dedicated space offers educational workshops, technology resources, staff support services around-the-clock, wellness facilities, and interactive lounges aimed at supporting cabin crew throughout their careers.

Emirates recruits cabin crew from over 140 countries who speak more than 70 languages. All undergo an initial eight-week course covering areas such as onboarding procedures, safety protocols, medical training, aviation security standards, uniform guidelines, as well as service and hospitality skills. Ongoing training continues throughout their employment with access to theoretical classes and practical exercises using full-motion simulators for all aircraft types.

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