5200 staff members trained to serve pilgrims at the Grand Mosque, with 99% satisfaction
In a significant step aimed at enhancing services provided to pilgrims, the General Authority for the Care of the Two Holy Mosques announced the successful completion of the first phase of its “My Guests” program. This phase focused on training and developing the skills of 5,200 field staff working in wheelchair services at the Grand Mosque. This initiative aims to improve operational efficiency and ensure a safe and accessible spiritual experience, particularly for the elderly and people with disabilities, in line with the goals of the Kingdom’s Vision 2030.
Historical background: A continuous journey to serve the Two Holy Mosques
Since its founding, the Kingdom of Saudi Arabia has always given utmost attention to serving the Two Holy Mosques and their visitors. Assisting pilgrims and visitors, especially those requiring special care such as the elderly and people with disabilities, is an integral part of this great honor. These services have evolved over the decades from individual and voluntary efforts to a comprehensive institutional system. The “My Guests” program for training wheelchair pushers represents the latest step in this development, transforming the service from a purely physical act into a professional practice based on scientific principles and specialized skills in interpersonal communication and crowd management. This reflects the Kingdom’s unwavering commitment to harnessing all its resources for the comfort of the pilgrims.
Impressive results from an intensive training program
The training facilities were bustling with activity over 12 days, during which 49 training sessions were conducted, divided between morning and evening shifts to ensure coverage for all staff. The numbers revealed the program's exceptional success, with trainees achieving a 99% satisfaction rate. Their knowledge and skills assessment levels jumped from 84.6% before the training to 95.1% afterward. The program culminated in 4,456 trainees passing the final exams, with a success rate exceeding 85%, reflecting the quality of the outcomes and the effectiveness of the training content, which skillfully balanced theoretical foundations with practical application.
Strategic importance and expected impact
The importance of this program extends beyond its local impact on improving service quality within the Grand Mosque; its effects reach regional and international levels. Locally, the program contributes to achieving the goals of Vision 2030 by developing human capital and providing world-class services. Internationally, it enhances the Kingdom's image as a leading nation in crowd management and serving pilgrims with efficiency and professionalism. The positive experience enjoyed by pilgrims from around the world reflects favorably on the Kingdom's reputation, strengthens its position in the Islamic world, and underscores its ability to organize and manage the world's largest religious gatherings to the highest standards of quality.
Towards a promising future: Professionalism and technology in guest service
The training programs focused on honing interpersonal communication skills and enhancing the discipline and professionalism of vehicle operators and organizers through modern, interactive methods. Looking ahead, the program's field evaluation recommended adopting a strict code of conduct called "Haram Etiquette," automating preparation procedures using a QR code system, developing communication mechanisms via text messages, and implementing advanced crowd management protocols to instill values of empathy and excellence in serving pilgrims to the Holy Mosque.
