Category: Malls

Dubai, UAE; February 14, 2019: Emaar Properties PJSC (DFM: EMAAR) has reported a net profit of AED 7.216 billion (US$ 1.965 billion) in 2018, a 30 per cent increase over the net profit of AED 5.561 billion (US$ 1.514 billion) in 2017, prior to considering the effect of the IPO of Emaar Development and forex movement. Revenue in 2018 was AED 25.694 billion (US$ 6.995 billion), a growth of 37 per cent over FY 2017 revenue of AED 18.752 billion (US$ 5.105 billion).

During the fourth quarter (October to December) 2018, Emaar’s revenue was AED 8.304 billion (US$ 2.261 billion), 53 per cent higher than the Q4 2017 revenue of AED 5.432 billion (US$ 1.479 billion). Net profit in Q4 2018 was AED 1.954 billion (US$ 532 million), 34 per cent higher than the net profit of AED 1.456 billion (US$ 396 million) in Q4 2017, prior to considering the effect of the IPO of Emaar Development and forex movement.

Dividend

In 2018, Emaar Properties distributed an exceptional dividend of AED 4 billion (US$ 1.089 billion) from the proceeds of Emaar Development IPO, highlighting the company’s commitment to delivering sustained value. Emaar Malls and Emaar Development too distributed a cash dividend of AED 1.301 billion ($354 million) and special (interim) dividend of AED 1.040 billion (US$ 283 million) respectively in 2018.

Mohamed Alabbar, Chairman of Emaar Properties, said: “Our strategy for 2018 was to launch and build premium real estate assets that gained strong investor response from regional and international markets. We also expanded our malls business to be relevant to changing customer aspirations, highlighted by the expansion of The Dubai Mall and the launch of Dubai Square. In the hospitality business, we aim to be asset-light and focus more on our operational strengths. With digital transformation and building an ownership mindset driving our growth, we will continue to create long-term value for our shareholders.”

Key Performance Highlights

To date, Emaar has handed over more than 51,800 residential units in Dubai and other international markets. More than 29,800 residences are under development in the UAE and over 17,500 units in global markets.

In premium property development, Emaar launched world-class residences in Dubai Creek Harbour, Dubai Hills Estate, Emaar Beachfront, Emaar South, Downtown Dubai and Arabian Ranches during 2018. The first homes in Dubai Creek Harbour will be handed over this year, while Dubai Hills Estate is also coming to life with the opening of the Dubai Hills Golf Club.

The robust growth of Emaar in 2018 was supported by the positive performance of Emaar Development (DFM: EMAARDEV), the UAE build-to-sale property development business majority-owned by Emaar as well as by Emaar Malls (DFM: EMAARMALLS).

Emaar Development

Emaar Development’s total revenue in 2018 was AED 15.433 billion (US$ 4.202 billion), a growth of 74 per cent over FY 2017 revenue of AED 8.863 billion (US$ 2.413 billion). Highlighting the strong investor interest for Emaar’s residential launches, Emaar reported total sales of AED 14.394 billion (US$ 3.919 billion) in UAE during 2018. Emaar now has a sales backlog of AED 36.454 billion (US$ 9.925 billion) in UAE to be recognised as revenue in the next three to four years.

Emaar Malls

Emaar Malls posted FY 2018 revenue of AED 4.446 billion (US$ 1.210 billion), an increase of 23 per cent, compared to FY 2017 revenue of AED 3.629 billion (US$ 988 million).

Together, the malls and retail centres of Emaar Malls welcomed 136 million visitors in 2018, 5 per cent higher than FY 2017. Emaar Malls marked the 10thanniversary of The Dubai Mall – underlining its reputation as the world’s most-visited retail and lifestyle destination for the fifth consecutive year.

Hospitality & Entertainment

The hospitality & leisure, entertainment and commercial leasing businesses of Emaar together recorded revenue of AED 2.734 billion (US$ 744 million), in line with FY 2017 revenue of AED 2.722 billion (US$ 741 million). Emaar has also introduced an investment project Rove City Walk in 2018 where guest rooms were offered for sale with revenue share arrangement. The launch was very successful with record sale of AED 154 million (US$ 42 million).

As part of its strategy to be asset-light, Emaar Hospitality Group signed definitive documentation with Abu Dhabi National Hotels to divest its entire economic interest in a portfolio of five hotels in Dubai. In 2018, the group’s hotel brands – Address Hotels + Resorts, and Vida Hotels and Resorts continued to record higher occupancy than Dubai’s industry average.

International Business

Emaar’s international business operations were equally strong in 2018, contributing 12 per cent to the total revenue. Revenue from overseas operations was AED 3.081 billion (US$ 839 million).

The No 1 listed developer by market capitalisation in the MENA region under MSCI EM Index, Emaar has a landbank of over 1.6 billion square feet in key markets. Today, Emaar is the world’s largest property company outside China, with a brand value of over US$ 2.7 billion. Emaar is also among the top 10 brands in the Middle East, with its brand value increasing by 39 per cent over 2017.

About Emaar Properties PJSC:

Emaar Properties PJSC, listed on the Dubai Financial Market, is a global property developer and provider of premium lifestyles, with a significant presence in the Middle East, North Africa and Asia. One of the world’s largest real estate companies, Emaar has a land bank of 1.6 billion sq ft in the UAE and key international markets.

With a proven track-record in delivery, Emaar has delivered over 51,800 residential units in Dubai and other global markets since 2002. Emaar has strong recurring revenue generating assets with over 915,000 square metres of leasing revenue generating assets and 19 hotels and resorts with 3,939 rooms. Today, around 40 per cent of the Emaar’s revenue is from its shopping malls & retail, hospitality & leisure and international subsidiaries.

Burj Khalifa, a global icon, and The Dubai Mall, the world’s largest shopping and entertainment destination, are among Emaar’s trophy developments. Emaar has now launched, Dubai Creek Tower, a magnificent icon that will serve as the centrepiece of the Dubai Creek Harbour development, as well as Dubai Square, the retail metropolis of the future. For more information, please visit our website www.emaar.com

Follow us: www.facebook.com/emaardubai; www.twitter.com/emaardubai; www.instagram.com/emaardubai

For more information:

Kelly Home | Nivine William

ASDA’A BCW | +9714 4507 600

kelly.home@bcw-global.com| nivine.william@bcw-global.com

A highlight of the celebration is the special laser and LED shows on the iconic Burj Khalifa on February 4, 5 and 6, every day at 8pm. You can also watch your wishes on the Burj Khalifa LED screen by posting them on Emaar’s Twitter handle – @emaardubai – with the hashtag #EMAARCNY2019.

Burj Khalifa Shows

Highlighting the cultural relations between the UAE and China fostered by the visit of Chinese President Xi Jinping last year, the LED show on Burj Khalifa starts with visual renditions of a Chinese boy decorating a peach blossom and hanging a lantern on the tree as part of the Chinese New Year decoration. He is then joined by an Emirati boy.

The Chinese boy and family visit the Emirati home and present red envelopes, just as a lion dance takes centerstage, and the two children follow the lion – from The Dubai Fountain to Burj Khalifa. The show concludes with Happy Chinese New Year written in Chinese, English and Arabic.

There are a number of other activations to mark the occasion in Downtown Dubai including Chinese-themed roaming performances along Burj Plaza and Sheikh Mohammed bin Rashid Boulevard as well as special themed shows of The Dubai Fountain.

The Dubai Mall

The Dubai Mall will host ‘China Art’, until February 10, which brings to life some authentic art forms from China. The Fashion Avenue Dome will feature a Chinese Giving Tree with envelopes enclosing vouches from retailers.

There will be chess and mahjong play areas and a Chinese musician performing live. Roaming Chinese entertainment will add to the joy of visitors, who will also be presented with red envelopes and Chinese New Year headbands.

All Emaar Entertainment attractions are also geared up for the celebration. Visitors who log on to their Alipay accounts using The Dubai Mall – Alipay Wi-Fi network can get discounted tickets to Dubai Aquarium & Underwater Zoo, KidZania, VR Park and Dubai Ice Rink.

At VR Park, Alipay users will get double bonus credit on Pay and Play packages, while Dubai Aquarium & Underwater Zoo will offer the Explorer Ticket for only AED 90 as against the usual price of AED 135 as well as a 25 per cent off on the VIP experience. At KidZania, Alipay users get a 50 per cent off on the Economy Ticket, and Dubai Ice Rink will treat with a 50 per cent discount on any skate session. To be illuminated in red light, the ice rink will also host skating shows. Chinese New Year headbands will also be distributed to the visitors.

Witness glimpses of the traditional dragon dance performance, as the specialised divers at Dubai Aquarium & Underwater Zoo perform an underwater lion dance. A special dragon dance performance by the Skate Academy has also been organised at the Dubai Ice Rink. To further mark the occasion, Reel Cinemas will be distributing free popcorn vouchers with the purchase of a movie ticket.

Food choices galore

Restaurants at the various hotels in Downtown Dubai are offering sumptuous treats too. At Thiptara in Palace Downtown, a four-course set menu of Chinese-inspired dishes including vegetable dim sum, duck spring rolls and black pepper lobster, will be the highlight, while Ewaan showcases a sumptuous seafood buffet featuring Chinese delicacies and lunar New Year puddings along with special live station ranging from noodles to dim sum. A specially curated dragon dance also waits for you to celebrate the Chinese New Year in style. Unwind with a Chinese-inspired Afternoon Tea at Al Bayt offering a selection of specialty teas and coffees accompanied by Chinese cake, matha azuki roll and fortune cookies, as you listen to the soothing sounds of a live harpist.

Western tradition meets modernism at the visually-vibrant afternoon tea experience that awaits you at the Address Boulevard. Relish an afternoon with loved ones and ring in the new year with Chinese New Year’s special afternoon tea served at The Lounge of Address Boulevard. Indulge in sweet and savoury delights all placed in an exquisite chest of drawers along with a selection of soothing herbal teas and coffees.

Address Downtown’s signature dining venue, The Restaurant will serve a special three-course menu of themed delicacies to uplift the occasion with a touch of authenticity and remarkable culinary finesse. Exquisite Chinese Afternoon Tea experience from February 4 to 6, 2019 is also on offer at The Lounge. Furthermore, majestically situated on Level 63 of the hotel, NEOS sets an exceptional stage for Chinese New Year’s festivities with 50% off all food and beverage from 5pm to 8pm every day.

Make this Chinese New Year extra special only at Downtown Dubai.

• What: Chinese New Year Celebrations

• Where: Downtown Dubai

• When: Until February 10, 2019

For more information:

Kelly Home | Nivine William

ASDA’A BCW

+9714 4507 600

kelly.home@bcw-global.com | nivine.william@bcw-global.com

Dubai, UAE; January 22, 2019:: Emaar has made significant progress in the construction of five new retail link bridges that will further strengthen road connectivity to The Dubai Mall, the world’s most-visited retail and lifestyle destination. Scheduled to open in February, the retail link bridges connect the mall with Doha Road/Financial Centre Road.

The new bridges are part of The Dubai Mall’s Zabeel expansion and are executed by Emaar with the support of the Roads and Transport Authority (RTA). At a length of over 1.78 kilometres, the elevated bridges have a total decked area of about 15,000 square metres. The longest bridge is over 765 metres while the others vary in length from 120 to 582 metres. The bridges are buttressed by over 580 piles of varying diameter adding to their stability and strength.

The bridge spans, constructed and pre-assembled in Al Quoz, are erected over the piers to accelerate the completion, while the final steelwork connection will be made on site. Lifted into position using heavy-duty cranes, the bridge spans will then be fortified with asphalt, and finishing touches carried out. Work on the bridge spans are being done with the support of Dubai Police and RTA in the early hours of the morning to minimise disturbance to drivers.

The new retail bridge link will be the third in Downtown Dubai that enhances ease of access for visitors. Emaar has already opened link bridges from the Dubai Metro station as well as between Address Boulevard and the Metro Link. The new Zabeel expansion will further add to retail, F&B and entertainment choices of visitors to the mall.

The Dubai Mall has welcomed over 80 million annual visitors for the past four consecutive years and is the flagship of Emaar Malls, the shopping malls subsidiary of Emaar Properties. According to estimates by the Dubai Department of Tourism & Marketing Authority, about 98 per cent of all annual visitors to the city tour The Dubai Mall for retail therapy or its famed leisure attractions including Dubai Aquarium & Underwater Zoo, the VR Park and KidZania®.

For more information:

Kelly Home | Nivine William

ASDA’A BCW | T: +9714 4507 600

kelly.home@bcw-global.com | nivine.william@bcw-global.com

The Dubai Mall, the flagship retail and leisure destination of Emaar Malls, has launched a brand-new feature to its dedicated app. The wayfinding App makes it easier than ever to navigate around its more than 1,200 stores, 200 F&B outlets and host of entertainment attractions including the newly launched replica of Dubai Creek Tower that is the centerpiece of the Grand Atrium.

Available on both IOS and Android devices, users can simply input the store or F&B outlet they’re looking for and be seamlessly guided through the mall with ease, with the technology behind the app acting as an indoor GPS system.

The Dubai Mall has been a pioneer in introducing innovative digital technologies that enhance the visitor experience. In addition to free Wi-Fi, the mall focuses on leveraging advanced digital tools to create additional value for its visitors through the customer journey.

The dedicated App, for instance, offers customers a wealth of information on the mall and its stores at their fingertips. Easy to use, it enables users to discover everything they need to know about their favourite retailers, and keep up to date with any promotions or events. The App can also be used to directly book tickets for attractions and services.

Among the many attractions at The Dubai Mall is the replica of Dubai Creek Tower. The mall now hosts daily shows that narrate the amazing facts of the global icon in the making, through a series of 16 LED screens presenting visual narratives on the design philosophy and making. Crafted by skilled engineers and professionals, the replica in aluminum and 3D-printed cladding elements weighs 3,000 kg, and took over 4,000 hours to be completed.

To use the wayfinding system, simply download the free app for The Dubai Mall, select your destination and you’ll be on your way! The Dubai Mall’s mobile app is available on AppStore and Google Play.

A new family retail district, Dubai Hills Mall will have over 2 million sq ft gross leasable area Over 750 retail and F&B outlets anchored by a 65,000 sq ft hypermarket in addition to a range of family entertainment & leisure choices including a dedicated cineplex with over 20 screensRegional retail and leisure destination strategically located at the intersection of Umm Suqeim Street and Al Khail Road, with planned Dubai Metro extensionAttractive streetscapes, vibrant boulevard, marketplace and outdoor concert areas
Emaar Properties today announced the launch of ‘Dubai Hills Mall,’ a family retail district located in the heart of Dubai Hills Estate, the 11 million sq m master-planned green oasis set in easy proximity to Al Maktoum International Airport and Downtown Dubai.

A regional retail and leisure destination scheduled to open late-2019, Dubai Hills Mall will have a gross leasable area (GLA) of over 2 million sq ft (187,500 sq m). It will be home to more than 750 outlets including a range of ‘fast fashion’ retail and F&B choices featuring a wide array of restaurants and cafes.

Dubai Hills Mall will also feature four major family entertainment and leisure centres including a cineplex, a 65,000 sq ft hypermarket, seven anchor retail experience stores, and dedicated parking spaces for over 7,000 vehicles. The mall will add to the lifestyle choice of residents in Dubai Hills Estate, featuring several residential communities including golf-course villas, thoughtfully designed townhouses and apartments with spectacular views.

The mall offers seamless access from Sheikh Zayed Road, Mohammed bin Zayed Road, Umm Suqeim Road and Al Khail Road. Dubai Hills Mall will also have a dedicated link to the Dubai Metro and other public transport. Active streetscapes and a vibrant boulevard, with F&B outlets, retail stores and an outdoor concert area define it as a family-first destination that redefines the shopping mall experience.

HE Abdulla Al Habbai, Group Chairman of Meraas, said: “Dubai Hills Mall is an innovative concept that will redefine the shopping malls and retail sector of the city. With the retail and trade sector contributing to about 30 per cent of Dubai’s GDP, it is important to ensure its sustained competitiveness through such lifestyle destinations that welcome visitors from around the world in addition to serving the local community. As the centrepiece of Dubai Hills Estate, a smart city of the future, the Dubai Hills Mall will bring incredible value to the mega-development and further energise Dubai’s retail sector.”

Mohamed Alabbar, Chairman of Emaar Properties, said: “We are developing Dubai Hills Mall with a fresh concept where the focus is not just on providing retail and leisure choices but also for visitors to create memories and lifestyle experiences. Integrating advanced technology features with the principles of a regional mall, it will be a socially and culturally inspiring space for people, young and old, residents and visitors, to meet, connect and relax.” He added: “Dubai Hills Mall will stand out in the retail sector, and support the tourism and hospitality sectors through highly engaging leisure and entertainment attractions. With a choice of event venues, the mall will host year-round activities for families. Elegantly designed and thoughtfully laid out, Dubai Hills Mall’s convenient location serves several established neighbourhoods in Mohammed bin Rashid City and the catchment areas of Arabian Ranches and other lifestyle communities.”

Dubai Hills Mall will be a centerpiece of Dubai Hills Estate, one of the largest master-planned communities in the city developed by Emaar Properties as a joint venture with Meraas. It will feature a total green area of over 23 million sq ft that includes a championship golf course, and a central park spreading over an area of about 1.9 million sq ft. The golf course overlooks the Downtown Dubai skyline. Set around the golf course are over 4,400 villas and townhouses, and 22,000 apartments. Emaar has launched exclusive residential neighbourhoods in Dubai Hills Estate that have gained strong investor response.

Defining the value proposition of ‘where life is extraordinary,’ Dubai Hills Estate is already coming to life with significant progress achieved on the construction of villas, roads, green avenues, serene lakes and waterbodies. A welcoming Street of Dreams gives the first and full magnificent view of the lifestyle that awaits residents. Dubai Hills Mall will further add to the community by offering a strong retail and leisure offer with its appeal to be amplified further with hotels and other entertainment attractions.

9HIJRI is a special tribute by The Dubai Mall to mark the Holy Month
This Holy Month of Ramadan, embark on a journey of enlightenment through the Golden Ages of Islam as The Dubai Mall brings 9HIJRI, a well-curated experience highlighting the contributions of Islamic scholars and master-craftsmen.

The month-long exhibition celebrates Islam’s contribution to the region’s civilisation with nine dedicated zones that pay tribute to the scholars and veterans, each highlighting a defining aspect of the region.

Discover the ‘House of Wisdom’ at the Knowledge Zone that brings together the inspiring views of scholars from across the Arab world, creating a veritable intellectual academy. The House of Wisdom documents the collective learning from rare manuscripts, books and studies by the region’s legendary names, opening doors to a new world of cultural understanding.

At the Film Zone, watch a specially hand-picked selection of short films by leading Arab and Muslim directors, each showcasing Arab talent. Do not miss the captivating short films on Islamic identity, culture and life.

The Literature Zone, as the name depicts, underlines the evolution of Arabic literature – through the Golden Ages in Baghdad to the poetry nights at Andalusian gardens. The rich history of modern Muslim and Arab literature assures a captivating experience with the best of regional story-telling and poetry recitals for adults and children. Alia Al Shamsi will showcase her e-books for children and read poetry while Omar Ghobash will regale audiences with his reading sessions.

The Science Zone assures an exploration into the world of astronomy, physics and chemistry through the history of Islam. Here, visitors can take part in a range of entertaining and educational activities. Further, Dubai Astronomy members will introduce Dubai Astronomy group, and display videos about the science, and visitors can use Google Cardboard or the Oculus with stargazing apps.

Dedicated to the design influences in the region, the Design Zone unravels the artistic brilliance of intricate geometric patterns, highlighting how Islamic craftsmen have turned geometry into an artform. Explore Islamic designs that showcase the traditional usage of light and geometry.

The Art Zone features an exhibition of Islamic handicraft and art. Here, visitors can take part in workshops on calligraphy, painting and ceramics to discover more about Islamic artistic traditions. The Fashion Zone highlights the exceptional works of regional and international designers, who offer unique styling advice, especially relevant for the season.

Venture into the Calligraphy Zone, a gallery of much-prized Islamic calligraphy work – classic and contemporary. Here, visitors can also try calligraphy using a virtual reality tool. The Numeric Zone presents the scientific genius of Al Khwarizmi, Al Kindi and Al Misri, who shaped the essence of mathematics and algebra.

From addition, subtraction, multiplication and division to extracting the root to the very concept of zero, the Zone – located right at the Grand Entrance of the mall – has an iconic art installation that honours Islam’s contribution to mathematics.

Visit The Dubai Mall this Holy Month to explore the greatest gift of all – the gift of knowledge – through an inspiring journey into the real heart of the Arab world.

The flagship asset of Emaar Malls (DFM: EMAARMALLS), 9HIJRI is a community-oriented event like no other to mark the Holy Month with the activations set across they key atriums of the mall.

What: 9HIJRI exhibition

Where: The Dubai Mall

Time: 10am to 3am, everyday throughout the Holy Month of Ramadan

Seven Directors of the Board elected by the General Assembly
The second Annual General Meeting (AGM) of Emaar Malls (DFM: EMAARMALLS), the shopping malls and retail business majority-owned by Emaar Properties, today approved a proposal by the Board of Directors to distribute 10 per cent of the share capital, equivalent to AED 1.301 billion (US$ 354 mn), as cash dividend to the shareholders.

The assembly also elected a Board of Directors comprising seven members: Mr. Mohamed Alabbar, Mr. Ahmad Al Matrooshi, Mr. Abdulrahman Al Hareb, Mr. Abdulla Belyoahah, Mr. Helal Saeed Almarri, Mr. Mohamed Al Hussaini, and Mr. Ali Ibrahim Mohamed Ismail. A special resolution was passed by the AGM approving the change in number of Board members from nine to seven.

The AGM also approved the report of the Board of Directors on the activities and financial position of the company as well as the auditor’s report and the company’s balance sheet for the fiscal year ending December 31, 2016. Ernst & Young was chosen as the auditor for 2017.

Addressing the shareholders, Mohamed Alabbar, Chairman of Emaar Malls and Emaar Properties, said the success of Emaar Malls is led by the UAE’s robust growth and the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President & Prime Minister and Ruler of Dubai, to establish the nation as a smart hub for trade and commerce.

“We are driving our growth with our focus on delivering enhanced retail experiences for our customers. We are investing in new and advanced technologies that will create all-encompassing experiences for our customers and contributing to sustained value for our shareholders.”

He added: “We will strengthen our malls assets with the expansion of The Dubai Mall and the development of retail districts in Dubai Hills Estate and Dubai Creek Harbour, which are designed for the new generation of tech-savvy, trend-conscious customers.”

Emaar Malls recorded a net profit of AED 1.874 billion (US$ 510 mn) and revenue of AED 3.227 billion (US$ 879 mn) in 2016. The shopping malls assets of Emaar Malls – The Dubai Mall, Dubai Marina Mall, Souk Al Bahar, Gold & Diamond Park and the community shopping centres – welcomed 125 million visitors during 2016, with gross leasable area (GLA) occupancy levels averaging at 96 per cent.

With a GLA of about 6 million sq ft in Dubai, Emaar Malls is expanding The Dubai Mall’s Fashion Avenue by another 1 million sq ft built-up area. New retail and leisure opportunities are being created for retailers and customers with the Boulevard, Fountain Views and Zabeel expansions of The Dubai Mall.

Emaar Malls is also developing dedicated retail precincts in Dubai Creek Harbour and Dubai Hills Estate. Several community mall projects are also being planned to serve Emaar’s integrated lifestyle developments.

Shareholders of Emaar Malls are requested to update their contact details and addresses with the Dubai Financial Market (DFM) to make sure the dividends are received appropriately, as the payment will be made through DFM.

Grand Drive at The Dubai Mall is now home to a brand-new pop-up F&B delight!

Dubbed ‘Grand Square’, the tasty hub, located at the main entrance to The Dubai Mall, is a series of upcycled shipping containers, offering some of the mall’s tastiest treats.

Open every day from 8am until midnight, flavour-seekers can visit these great outlets, giving you a taste of just some of the 200+ food and beverage outlets available within The Dubai Mall:

-Hum Yum, serving local Emirati cuisine

-Yuki No Hana, with show-stopping Japanese sweet treats

-It’s a Grind, café with fresh coffee and hot pancakes, crepes and waffles

-Jamba Juice, serving up fresh juices and healthy snacks

-Häagen-Dazs, for a delicious ice-cream snack

This unique new offering is sure to pop up on an Instagram feed near you, so head down and grab a pre-shopping treat!

For more information, visit www.thedubaimall.com or call 800 DUBAI MALL (800 38224 6255).

What: ‘Grand Square’ at The Dubai Mall

Time: Open daily from 8am until midnight

Venue: Grand Drive, The Dubai Mall

Also secures ISO quality certification for customer satisfaction
The Guest Services Department at The Dubai Mall has been awarded two prestigious citations including a five-star accreditation by The International Standard for Service Excellence (TISSE2012) – making it the first mall in the world to receive the certification; and the ISO 10002:2014 quality management system for customer satisfaction. The accreditations were awarded following a series of comprehensive and in-depth evaluations.

Awarded by The International Customer Service Institute (TICSI), the five-star accreditation is designed to recognise organisations that deliver outstanding customer service, which sets them apart from others in their field and is based on the Seven Pillars Service Quality Model. This model assesses policies, products and services, premises, processes, people, and measures performance in terms of service quality.

The Dubai Mall Guest Services Department achieved 100 percent in six of the 7 categories – a tremendous achievement – with the certification assessment report stating that the score indicated that the organisation had fully adopted all the essential criterion regarding customer service delivery.

The ISO 10002:2014 quality management system for customer satisfaction, assesses organisational systems with regard to enhancing customer satisfaction by creating a customer-focused environment that is open to feedback, feedback handling, and enhancing the organisation’s ability to improve its customer service.

The Dubai Mall is the first retail and leisure destination globally to hold both of these certifications, highlighting its unique level of international excellence.

The five-star rating, coupled with the ISO certification, cements The Dubai Mall Guest Services Department’s commitment and dedication to providing the highest quality service to all visitors.

Visitors to The Dubai Mall can experience the five-star service at any of the Guest Services counters located throughout the mall.

For more information, visit www.thedubaimall.com or call 800 DUBAI MALL (800 38224 6255).