Riyadh, Saudi Arabia: Makarem Hotels, a leading Saudi hospitality brand owned by Taiba Investments, has introduced a comprehensive set of new Standards of Performance (SOPs). This strategic initiative, developed in collaboration with HSP Alliance, aims to elevate service quality and operational excellence across all Makarem properties.
Raising the Bar in Saudi Hospitality
Makarem’s new SOPs are designed to transform the guest experience and position the brand as a leader in Saudi Arabia’s spiritual hospitality sector. This partnership with HSP Alliance, a global hospitality consulting network, reflects Makarem’s commitment to world-class service and continuous improvement.
HSP Alliance brings over 20 years of expertise in hospitality operations, advisory services, and strategic planning. With a presence across five continents, the consultancy supports hotels, resorts, and restaurants in developing high-performance service frameworks.
Comprehensive Overhaul of Hotel Operations
The rollout includes a complete redevelopment of more than 400 SOPs, covering all operational and administrative areas. These standards align with Makarem’s core values and the SERVQUAL model, focusing on:
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Tangibles: Ensuring high-quality facilities and a polished appearance that enhance the spiritual atmosphere.
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Reliability: Delivering consistent and dependable services that meet and exceed guest expectations.
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Responsiveness: Providing prompt assistance, especially during busy seasons such as Hajj and Ramadan.
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Assurance: Guaranteeing guest safety and security through trained, competent staff.
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Empathy: Offering personalized, culturally respectful service to meet the unique needs of each guest.
Empowering Teams with Clear Guidelines
The new SOPs also introduce the concept of “guest service guardianship.” This approach emphasizes the importance of proactive care and cultural sensitivity in guest interactions.
To support the seamless implementation of these standards, Makarem has integrated them into its digital operations platform, providing flexible access for service teams. Additionally, a field evaluation program has been launched to ensure all departments—from front office to food and beverage—consistently apply the new protocols.
Enhancing Training and Onboarding
Makarem’s updated SOPs serve as a unified training manual, streamlining onboarding for new staff. This ensures that frontline employees quickly learn the brand’s service benchmarks and professional expectations. The clear guidelines help reduce training time, preparing teams for high-demand periods like pilgrimage seasons.
Strengthening Brand Consistency and Future Growth
These updated hospitality standards not only improve day-to-day operations but also strengthen Makarem’s brand identity. They ensure that guests enjoy a consistent, high-quality experience across all properties, reinforcing trust and loyalty.
As Makarem looks toward future expansion and franchising opportunities, these SOPs will play a crucial role in maintaining service consistency and supporting sustainable growth.
A Vision for Sustainable Hospitality Excellence
According to Hassan Ahdab, Chief Hospitality Operations at Taiba, the partnership with HSP represents a pivotal shift in Makarem’s strategy:
“Our collaboration with HSP is central to Makarem’s goal of leading Saudi Arabia’s spiritual hospitality sector. These new standards empower our teams to deliver exceptional guest experiences with confidence and clarity.”
