Shangri-La Hotel, Dubai has become the first five-star hotel in the world to receive a customer-focused certification. Four-star Traders Hotel has also received the recognition. The ISO 10002 (Handling Customer Complaints Management System) relates to the hotel’s fast-response ability to document, respond and resolve customer complaints. “The certification is a seal of our hotels’ compliance to strict, internationally-set standards. Being the first in the world to be certified is a major feat,” said Shangri-La Vice President and General Manager Bernhard Haechler. The hotel’s ISO 10002 team is headed by Hotel Manager Khaled Ghaleb, Area Director of Training Sharon Dhaliwal and Traders Hotel General Manager Rene Egle, who initially championed the project. Other committees are headed by an executive committee member or a department head and consist of a document team, legal, communications and internal audit teams.