Hotel & Catering
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AUGUST 2023 | HOTELNEWSME.COM NEWS Middle East A LL T H E L AT E S T F R O M T H E M I D D LE E A S T H O S P I TA L I T Y I N D U S T RY MOVERS AND SHAKERS From the Hotel Lobby to the Ice rink TECH & INNOVATION Restaurant tech trends to watch POINT OF VIEW Food as survival VS as a destructive luxury QATAR QUINTESSENTIAL Discover Qatar's Finest Dining Destinations, from Charming Local Gems to Fancy International Fusions
Experience FAIRMONT MOMENTS
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6 AUGUST 2023 | HOTELNEWSME.COM IN THIS ISSUE 20 THE BUSINESS OF BRAND STORYTELLING EACH BRAND HAS A STORY. EACH STORY HAS A GUIDE. Sarah Trad Co-owner, Closed Captions Communications walks us through why a brand story is as important as its name and logo, and what to focus on while writing yours. 22 POINT OF VIEW FOOD AS SURVIVAL VS AS A DESTRUCTIVE LUXURY Frequently, we come across alarming statistics about climate change that force us to confront the fragility of our existence. It's sobering that 99% of the species that once thrived on earth have vanished. 23 WHO'S COOKING IN THE KITCHEN WITH CHEF ELIANA Chef Eliana Osorio Cortes, Hilton Ras Al Khaimah Beach Resort 24 INNOVATION AND TECHNOLOGY WELCOME TO MY BID FOOD Welcome to myBidfood, the ground breaking e-distribution platform in the Middle East, brought to you by Bidfood Middle East, catering to over 15,000 customers online. 40 ONE-ON-ONE CATCHING UP WITH DELIVEROO MIDDLE EAST Since entering the region, Deliveroo has become a go-to choice for customers seeking convenience and quality dining experiences in the comfort of their homes, from local eateries to high-end restaurants. 44 MOVERS AND SHAKERS FROM THE HOTEL LOBBY TO THE ICE RINK Petr Dubsky breaks the mold of a typical hotel General Manager. Leading a hotel team at The Diplomat Radisson Blu Hotel, Residence, and Spa Bahrain, he also harbours a deep passion for ice hockey. 46 THE BUSINESS OF MUSIC CARVING AN IDENTITY THROUGH MUSIC Aneesh Gera, Entertainment and Nightlife Director, Caesars Palace Dubai 48 CHAIN OF THE MONTH REDEFINING LUXURY The renowned ultra-luxury Raffles and Fairmont Hotel sets a new standard for hospitality offerings in Qatar. 56 TECH & INNOVATION RESTAURANT TECH TRENDS TO WATCH Over the last few years, the restaurant industry has witnessed an extraordinary shift towards digitalization. 58 F&B FOCUS SWISS BUTTER'S SECRET SAUCE Prioritising Authenticity over Franchising 60 TRAVEL & TOURISM TRANSFORMING CHALLENGES INTO OPPORTUNITIES The Hospitality industry in the Middle East has been one of the critical pillars of the region's GDP, and given the current travel and tourism dynamics, it is expected to perform well despite economic turbulence. 26 QUINTESSENTIAL QATAR DISCOVER QATAR'S FINEST DINING DESTINATIONS, FROM CHARMING LOCAL GEMS TO FANCY INTERNATIONAL FUSIONS
8 AUGUST 2023 | HOTELNEWSME.COM SUBSCRIBE Contact subscriptions@bncpublishing.net to receive Hotel & Catering News ME every issue EDITOR-IN-CHIEF Seymone L Moodley seymone@bncpublishing.net CEO Wissam Younane wissam@bncpublishing.net DIRECTOR Rabih Najm rabih@bncpublishing.net DESIGNER Christian Harb MARKETING EXECUTIVE Aaron Joshua Sinamban aj@bncpublishing.net DIGITAL EDITORIAL SUPPORT Karan Moodley karan@bncpublishing.net PO Box 502511 Dubai, United Arab Emirates P +971 4 4200 506 | F +971 4 4200 196 For all commercial enquiries related to Hotel & Catering News ME, contact sales@bncpublishing.net All rights reserved 2023. Opinions expressed are solely those of the contributors. Hotel & Catering News ME is officially licensed exclusively to BNC Publishing in the MENA region. No part of this magazine may be reproduced or transmitted in any form or by any means without written permission of the publisher. Printed by United Printing and Publishing | upp.ae Images used in Hotel & Catering News ME are credited when necessary. Attributed use of copyrighted images with permission. hotelnewsme.com ACCESS FRESH CONTENT DAILY ON OUR WEBSITE! HotelNewsME @HotelCateringME Hotel & Catering News Middle East hotelcateringme In addition to our print edition, we’re bringing you all sorts of industry news on our web mediums. We’re looking forward to interacting with our readers on all of our social media and web platforms. See you on the web! Hotel&Catering NEWS Middle East Hotel&Catering NEWS Middle East
10 AUGUST 2023 | HOTELNEWSME.COM EDITOR’S NOTE HCNME D uring my trip to Qatar earlier this year, I was impressed by the level of luxury and hospitality that I received at every touchpoint. The Raffles/Fairmont Hotel, in particular, exuded regal elegance with its exquisite attention to detail. It was truly a royal affair, from the glamorous design and amenities to the elegant rooms and lobby. The staff is so attentive and eager to go the extra mile; I assume that after catering to presidents and famous footballers during the World Cup, they have perfected the art of making guests feel like superstars. Exploring the streets was a fun adventure, with many F&B options all around; it was interesting to see some of our favourite brands recreate themselves to suit Doha's style and offering. If you're looking for a quick and charming getaway, I recommend discovering Qatar's blend of tradition and innovation. Sure, it can feel less busy than we used to, but sometimes you need to be less active; Qatar is a good place to go if you want to slow down and calm down. It's the perfect opportunity to see a new skyline, ancient souqs, and fascinating museums. In this edition, we invite you to explore the wonders of Qatar as we dive into its vibrant culinary scene, inviting you to embark on a gastronomic exploration like no other and discover the new era of luxury hospitality that promises unforgettable experiences. We also focus on sustainability within the sector, addressing it from all angles as we gear up for our much-anticipated annual Sustainability Forum, scheduled for the 31st of August. Join us as we navigate the path towards a more sustainable future, where responsible practices shape the landscape of the hospitality industry regionally and globally. Spotlight on Qatar SEYMONE L MOODLEY EDITOR-IN-CHIEF seymone@bncpublishing.net Seymone Leigh Moodley seymonemoodley
14 AUGUST 2023 | HOTELNEWSME.COM McDonald’s UAE has unveiled its 197th operating restaurant in the Emirates, located in Umm Suqeim 2, Dubai, operated entirely by an all-female workforce. The milestone launch was made even more memorable as the restaurant is also partially solar-powered, continuing McDonald’s UAE’s ongoing mission to have a greener future. MCDONALD’S UAE OPENS ITS FIRST RESTAURANT RUN BY AN ALL- FEMALE WORKFORCE AND PARTIAL SOLAR PANELED ROOF OPENINGS & LAUNCHES HCNME MMG GROUP INTRODUCES OSH DEL MAR: COMBINING VIBRANT FLAVOURS OF UZBEKISTAN AND CENTRAL ASIA WITH MODERN TWISTS MMG Group (formerly Bolt Group), an internationally renowned hospitality company known for its commitment to excellence, is proud to announce the opening of OSH Del Mar. Located at The Address Beach Resort, this highly anticipated restaurant is set to welcome guests in August 2023. At OSH Del Mar, the culinary experience is elevated through the restaurant’s unique approach to open-fire cooking. The use of three different types of charcoal grills (Josper, robata, spit), and more, including ovens, combined with natural wood smoke, impart unparalleled depth and flavour to each dish.
15 HOTELNEWSME.COM | AUGUST 2023 The highly anticipated opening for Nightjar City Walk has arrived! Don’t fear, you lovers, of the OG Alserkal Avenue flagship; this is not a cookie-cutter concept destined for brand ruin but a grand evolu- tion into a new and ultra-tempting cult of cool! These guys really know how to do things with a little edge, their personality is stamped across eve- rything they touch, and they’re certainly not afraid to be different and bask in the vibes this new venue radiates. Pickl, the award-winning UAE-born burger brand celebrated for its award- winning cheeseburgers and fresh fried chicken sandos, is excited to announce the opening of its state-of-the-art flagship location in JBR. The long- awaited venue has now opened its doors, debuting an exciting new menu for all guests to enjoy. Restaurant manager Ioana Lazar heads up the female-led outlet, which comprises a majority of female chefs. Anticipation has been building for the launch over the past two months, with Pickl giving away 1,000 free burgers to passersby who activated a QR code on its iconic pink hoarding at the JBR location. NIGHTJAR CITY WALK OPENS ITS DOORS PICKL OPENS NEW FLAGSHIP BRANCH IN JBR OPENINGS & LAUNCHES
16 AUGUST 2023 | HOTELNEWSME.COM NEWS & APPOINTMENTS HCNME Mango House Seychelles and Canopy by Hilton Mahé, which is set to open later this year, is delighted to announce the ap- pointment of Giuseppe Ressa as Cluster General Manager, bringing with him 40 years of international hospitality experience – from the Middle East, Europe, and Asia – to the role. Returning to the family of Hilton Hotels & Resorts, where he started his career many years ago, Giuseppe will be joining the team with motivation, excitement, and passion. Driven by his love for exotic, luxury destinations, the exceptional location, position- ing, and offering at both of the resorts are what drew him to his new position. The Public Investment Fund (PIF) announced the establish- ment of the Saudi Tourism Investment Company (Asfar or the Company) to support the growth of the country’s tourism sector. The company will invest in new tourism projects and develop attractive destinations with hospitality, tourist attractions, retail, and food and bever- age offerings in cities across Saudi Arabia, in addition to investing in the local tourism value chain. Asfar will enable the private sector through co-investment op- portunities, and by creating an attrac- tive environment for local suppliers, con- tractors, and small and medium-sized enterprises (SMEs) to develop tourism projects and destinations, thereby creating a competitive environment that will enhance the variety and quality of the hospitality and tourism offering. PIF ANNOUNCES THE ESTABLISHMENT OF THE SAUDI TOURISM INVESTMENT COMPANY “ASFAR” GIUSEPPE RESSA, APPOINTED AS CLUSTER GENERAL MANAGER AT MANGO HOUSE SEYCHELLES AND CANOPY BY HILTON
17 HOTELNEWSME.COM | AUGUST 2023 Agthia Group PJSC, a diversified food and beverage company, announced the launch of Agthia Ventures, a corporate venture capital fund (“CVC”) designed to expand Agthia’s innovation capabilities and create mutual value with start-ups as the company continues to drive profitable growth in both new and existing markets. Funded by Agthia and its parent company ADQ, an Abu Dhabi-based investment and holding company, Agthia Ventures will be managed together with Touchdown Ventures, a global leader in establishing and operating bespoke CVC programs for blue-chip corporates, with over 100 completed venture investments to date. NEWS & APPOINTMENTS AGTHIA GROUP LAUNCHES USD 54 MILLION CORPORATE VENTURE CAPITAL FUND A seasoned professional in the hospitality industry, Ben brings over 25 years of experience to the position. In his role, Ben will oversee all facets of Aman’s intricate hotel and resort operations, to deliver the brand’s vision and strategy, working closely with Chairman and CEO, Vlad Doronin, whilst ensuring the unique characteristics and exceptional levels of service, for which the distinguished collection is recognised, are retained. BEN TRODD APPOINTED AS CHIEF OPERATING OFFICER AT AMAN
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20 AUGUST 2023 | HOTELNEWSME.COM S arah Trad Co-owner, Closed Captions Communications walks us through why a brand story is as important as its name and logo, and what to focus on while writing yours. It's poetic to talk about souls and dis- covering your brand's exquisite essence before revealing it to the world. But what is a "soul," and why does it matter so much? As a journalist by training and prac- tice, I have a lot of questions. When I started dabbling with creative writ- ing for restaurants, it was mainly to uplift their menus or their company's corporate decks. Until one day, when I found myself facing the most challeng- ing yet prosperous project: creating the personality and tone of voice, along with writing the brand story, mission statement, and values, for a brand new Mediterranean restaurant to be opened in The Palm, Jumeirah. That day, and for a month after, ques- tions poured on me like the green code lines from the Matrix. I went on an educational journey focused on brand- ing, creative narrative for companies, the F&B sector in the MENA, and the simplest quest that combines them all, how to bring out the best of a company through genuine words. As someone who months later chose to courage through impostor syndrome and into the "business owner" world with my older brother, by launching our own branding narrative studio, I'll lay out what a brand story is as simply as I can. 1. It answers questions. The who, what, where, when, and most importantly why, should all be answered within a brand story. Merge your company's core values as well, even if not explic- itly. 2. It reads well. A story audacious enough to request people's attention better be a good, well-written one. 3. It shows a human face. Companies are entities; a space with employees who work to produce a service/product. Brands are ideologies; a realm where supporters meet on common ground and indirectly help the brand grow big- ger and better. 4. It focuses on customers. A company is built to either serve the ego of its owner or the needs of people. Choosing the latter is wiser. 5. It entices a switch. Not only will your company offer similar services/ products to your competitors, but it will also share the same customer base. You want them to switch? You gotta show them your unique selling propositions (USPs). Some out-of-touch companies put the "why" aside while, in fact, it's the most genuine answer to that question that attracts people. Why are you in this business? Why should I care about yet another restaurant by the sea? Why should I become your customer? The switch from brand to brand is not easy, and most probably your company did not invent or discover the wheel, which means you'll be jumping into already populated waters in almost all fields. The least you could do is be genuine with your intentions and purpose. How about how to write a story for a brand? I'll use the restaurant as an example: 1. Knead in the brand's personal- ity and tone of voice. Anything and anyone without a personality is too bland to demand attention, let alone loyalty. When I was working on that first project, the restaurant that had me discover the depth of branding and its amazing impact, I had to detail out who she is, what her personality is like, and how she communicates with people. (Yes, "she" because she's a person who's inviting you to her fresh banquet by the sea.) Within the personality exercise, I graded from 1 to 10 the following char- acter traits: Excitement, Ruggedness, Sincerity, Competence, and Sophistica- tion. Then, I filled them out with more details based on how I see her. For her ruggedness score, she nailed a 3/10 because even though one can swim and enjoy the sand while eating, the place remains upscale and neat, with certain high standards. As for the tone of voice exercise, I delegated adjectives to each of the following: Character, Tone, THE BUSINESS OF BRAND STORYTELLING HCNME EACH BRAND HAS A STORY EACH STORY HAS AGUIDE BY SARAH TRAD, CO-OWNER, CLOSED CAPTIONS COMMUNICATIONS Sarah Trad, Co-owner, Closed Captions Communications
21 HOTELNEWSME.COM | AUGUST 2023 EACH BRAND HAS A STORY. EACH STORY HAS A GUIDE. Language, and Purpose. Her tone is straightforward, fun, and inviting, while the language she uses is clear, persis- tent, and occasionally witty. These will help later on with social media and marketing campaigns and will set out the tone to be used throughout all com- munications. 2. Have your target audience in mind. When writing, the community you're aiming to build should stay in mind. She welcomes everyone, from couples and big groups to children and pets. Instead of listing them one by one to prove to readers that the restaurant is inclusive, I merged them into the story along with what cuisine is being offered and within what atmosphere. The glue to it all would be making the reader feel the vibes they will dine in, imagine the scenery that'll surround them, and de- cide for themselves what values they'll be gaining by choosing this specific restaurant. 3. Use complex descriptions through simple language. Adding colour to a story makes all the difference. It's been scientifically proven that engag- ing stories affect the mind in ways that make the person friendlier, more generous, and receptive to information. Still, simplicity is highly reliable when talking to an ocean of diverse people, so shelve the literary complex terms and analogies. 4. Explain the problem and the solu- tion. In every story, there's a protago- nist facing an issue and venturing into solving it. With this restaurant, the conflict is finding an upscale space that can accept kids, pets, and people in in- formal/beach wear (though this is not explicitly mentioned); the climax is the birth of the place with its all-welcoming vibes; the resolution is a spacious res- taurant with indoor and outdoor areas, a beach lounge, and a smoothie bar to fit everyone's taste. People don't want to be told who you are or what they should think of you. When you meet someone for the first time, their impression on you is based on your own preferences, not theirs. With how advanced and analytical we've become, it's slightly harder to fall for lies or inflated truths. Marty Neumeier, a branding genius whose many talents and insights propelled Silicon Valley companies into branding competition back in the 80s, has summed up the company-customer relationship in two sentences: "Your brand isn't what you say it is. It's what they say it is." Focus on the reason why you exist (customers' needs) and why you'll be making money and helping your employees learn (customers' money and feedback), and you should be good no matter how small or big your company gets. THE SWITCH FROM BRAND TO BRAND IS NOT EASY, AND MOST PROBABLY YOUR COMPANY DID NOT INVENT OR DISCOVER THE WHEEL, WHICH MEANS YOU'LL BE JUMPING INTO ALREADY POPULATED WATERS IN ALMOST ALL FIELDS.
22 AUGUST 2023 | HOTELNEWSME.COM F requently, we come across alarming statistics about climate change that force us to confront the fragility of our existence. It's sobering that 99% of the species that once thrived on earth have vanished. Ironically, our relentless pursuit of endless growth and prosperity could ultimately lead to our downfall due to our unsustainable lifestyle. Food as survival Food is a pleasure, but it is also survival. That is where we are now, globally, fighting for survival. Much of the discourse about climate change rightly focuses on cleaner transport and less carbon-intensive manu- facturing. Still, we must talk more radically about reorienting our food systems to help us survive. The 2022 World Food Prize winner Cyn- thia Rosenzweig put it perfectly when she said, "Climate change cannot be restrained without attention to food system emissions, and food security for all cannot be provided without resilience to increasing climate extremes". Multiple global crises (Covid-19, the Rus- sia-Ukraine tension and more) have exposed structural weaknesses in our food systems and threatened the survival of many. In and amongst the sirens of war, concessions to enable the transport of critical grains from Ukraine demonstrate the 'above-all-else' imperative of food. Food as a destructive luxury The GCC's wealth has enabled the region to make massive strides in food security regarding the availability, affordability and quality of food. This has been achieved through various means, including buying agricultural land abroad and investing in some of the largest food producers. Shopping for food in the region is second to none – go into any supermarket, and you're inundated with apples from every corner of the earth and mangosteens, rambutans and lychees that one could only dream of finding in the UK. But this is a core part of the problem. While the GCC countries perform exceed- ingly well in most metrics of the Food Security Index, all six countries' lowest scores in the 2022 edition were in the Sustainability and Adaptation dimension. This does not come as a surprise. The region imports around 85% of its food, much of this by necessity. It is impossible to produce enough food locally to meet demand – that doesn't happen anywhere, and that's not the argument here. Instead, rebalancing is needed to reduce the reliance on imports, grow locally where feasible, and drive changes in consumer behaviour. Opportunity in crisis Just as the fuel efficiency of US cars in- creased significantly following the 1973 oil crisis, the aggregation of different climate and food-related challenges provided a fer- tile ground for innovation and action. The GCC's wealth and desire to act as global leaders across a number of fields mean that it is well placed to drive innovation in food systems and act as an exemplar to the rest of the world. Recognising the stable regulatory environment and significant government incentives, a host of leading AgriTech com- panies have set up across the GCC, allowing the region to build on this early success to accelerate the growth of local production capabilities. Pure Harvest and Madar Farms have noticeably changed things in the UAE; go into any supermarket, and you'll increas- ingly see fruit and vegetables made in the country - a sign that growing food in the desert is possible! GCC governments are increasingly doing their part to drive systemic change. The UAE government's AgriTech Sector Devel- opment Team, Qatar's hosting of the Inter- national Horticultural Exhibition in 2023, and Oman's empowerment of farmers through intelligent agriculture demonstrate meaningful engagement in the topic. Consumers as the final hurdle Despite these green shoots, consumption patterns in the region are the primary chal- lenge to overcome. By its very nature, the region attracts millions of global citizens; each one wants a taste of home, which has its price tag for the environment. So, what's the answer here? Can the GCC maintain its strong value proposition to foreign labour and clamp down on some of what keeps them connected to their past? In part, yes; if governments in the region can attract more investment into smart ag- riculture, they can drive more local produc- tion. Companies and people may decide to reorient their consumption patterns if they can drive consumer awareness campaigns that make the 'luxury vs survival' question apparent. So far, the region has been shielded from some of the economic turmoil gripping the globe. However, in a world where climate change doesn't discriminate, the region cannot rest on its laurels and must set the stage to ensure future generations can survive and thrive in the GCC. HCNME POINT OF VIEW AS SURVIVAL VS FOOD AS A DESTRUCTIVE LUXURY BY RICKY SHAH, HEAD OF CONSULTING SERVICES, MIDDLE EAST, OCO GLOBAL Ricky Shah, Head of Consulting Services, Middle East, OCO Global
23 HOTELNEWSME.COM | AUGUST 2023 Where does your joy for cooking come from? Being able to cook has always been a source of joy for me, whether for friends or family. Ever since I was young, I have exhibited discipline, dedication, and a genuine passion for the things I love. My main inspiration was the desire to explore the world in different ways, mainly through experiencing diverse and authentic cuisines from all corners of the globe. Each culinary adventure creates lasting memories, and revisiting those flavours is akin to embarking on a journey through time and space. The yearning to travel and discover new culinary won- ders ultimately drove my decision to pursue this career. How do you incorporate your culinary traditions into your kitchen? It has been a challenging yet fulfilling journey to incor- porate the traditional flavours of my kitchen. Adapting my recipes to meet diverse preferences and tastes has led to significant personal growth. Exploring and adjusting to a new culture has allowed me to rediscover and em- brace new flavours. These additions have been warmly received by both our guests, who are open to learning about my culture and traditions and the local community. What should people know about the culinary offerings in the Emirates? The United Arab Emirates has a diverse and excellent culinary scene. As previously mentioned, the country's cultural diversity allows for a wide range of dining ex- periences, offering the opportunity to explore and learn about various cuisines. Having visited multiple emirates, I find it fascinating to discover various culinary delights crafted with exceptional local and international ingredi- ents. What makes Colombian cuisine stand out? Its extensive range and regional variations characterise Colombian cuisine. Its standout feature lies in abundant fresh ingredients, including various fruits, tubers, and fish. This multi-cuisine is renowned for its originality and versatility, offering a delightful fusion of colours, flavours, and aromas that captivate the palates of all who indulge. CHEF ELIANA IN THE KITCHEN WITH WHO’S COOKING CHEF ELIANA OSORIO CORTES, Hilton Ras Al Khaimah Beach Resort
24 AUGUST 2023 | HOTELNEWSME.COM INNOVATION AND TECHNOLOGY HCNME myBidfood Welcome to Welcome to myBidfood, the ground breaking e-distribution platform in the Middle East, brought to you by Bidfood Middle East, Servicing over 15,000 customers in the Middle East. Experience a first-of-its-kind end-to-end digital journey with myBidfood, revolutionising the F&B field, particularly in B2B. With myBidfood, customers can conveni- ently place orders anytime, anywhere, through a user-friendly website and a mobile application. This pioneering innovation is available in the UAE, KSA, Oman, Bahrain, and Jordan, empowering customers to order with ease, no matter where they are. Discover a wide array of functionalities myBidfood offers, designed to streamline the or- dering process and ensure efficient transactions for valued customers.
25 HOTELNEWSME.COM | AUGUST 2023 Explore the many features available on myBid- food, including: > View and order all products offered by Bid- food in your country > 24/7 Live chat with customer experience representatives > Exclusive Promotions > live order tracking > Real-time stock availability > Item substitutes > Product details > Complimentary products > Similar items suggestion > Automatic replenishment > View & download statement of accounts > Loyalty program Explore the extensive food division of Bidfood Mid- dle East, where you'll find a wide range of premium- quality products, including protein, poultry, seafood, delectable desserts, ready-to-bake items, appetisers, dairy products, an array of sauces and condiments, pasta, rice, high-quality oils & shortenings, and a variety of seasonings to elevate your culinary crea- tions. Discover a thoughtfully curated selection of bever- age products, featuring imported natural mineral still and sparkling water, refreshing tonic water, sparkling fruit beverages, invigorating energy drinks, and exclusive private label single-origin coffee. Quench your thirst and indulge in the finest beverage choices. Experience a seamless and harmonious online shopping journey with myBidfood's fully integrated ERP system. Enjoy the benefits of shopping with enhanced detail and convenience, including real- time pricing and stock availability. Easily manage your account and unlock a host of other exciting features to make your ordering process smoother and more efficient. The registration process can be done within minutes and it’s seamless! All Bidfood Middle East Food & beverage products can be ordered through myBidfood. To register for myBidfood, discover the range, place your orders, and take advantage of exclusive offers, product promotions and occasion-based deals, visit www. mybidfoodme.com. WELCOME TO MY BIDFOOD
QATAR QUINTESSENTIAL Discover Qatar's Finest Dining Destinations, from Charming Local Gems to Fancy International Fusions 26 AUGUST 2023 | HOTELNEWSME.COM COVER STORY HCNME Indulge in the ultimate culinary experience as we unveil the 20 must-visit restaurants in Qatar. From charming local gems serving authentic Qatari flavours to upscale eateries offering a fusion of international cuisines, this list promises to delight every palate. Enjoy dishes crafted by world- renowned chefs with warm hospitality that defines Qatar's finest dining destinations. Whether you seek traditional dishes or innovative culinary creations, there's an adventure awaiting every food enthusiast in Qatar's vibrant and diverse dining scene.
27 HOTELNEWSME.COM | AUGUST 2023 QUINTESSENTIAL QATAR
28 AUGUST 2023 | HOTELNEWSME.COM COVER STORY HCNME LA MAR DOHA BY GASTÓN ACURIO Chef Gastón Acurio's modern Peru- vian restaurant, La Mar, seamlessly complements Doha's InterConti- nental with its stunning beachfront location offering panoramic views of the city skyline. The combination of indoor and outdoor seating creates a perfect ambience to savour a delight- ful Pisco sour and indulge in authen- tic ceviche, seafood, and chargrilled meats, just as celebrated at Acurio's renowned La Mar cevichería in Lima. A must-try favourite on the menu is the tiradito, a delectable dish with Japanese influences that remains a top choice among patrons. NOBU DOHA Nobu emerges as a standout gem in the glitzy metropolis of Doha. Its circular, shell-like struc- ture creates a secluded private island amidst the sparkling blue waters of the Gulf of Arabia, making it the top choice in the locals' little black books for a perfect date spot. The allure of Nobu goes beyond its exquisite setting, as the food is equally captivat- ing. Chef Nobuyuki, 'Nobu' Matsuhisa's unique fusion of Japanese technique and Peruvian ingredients proves irresistible to jet-setting connoisseurs who can spot flawless sashimi and exquisite cocktails from a mile away. Their willingness to splurge is well-rewarded with signature dishes like the sustainably fished black cod in miso, a genuinely exceptional treat that lives up to its acclaim. The scallops and foie gras with vanilla miso are equally irresistible, showcasing Nobu's penchant for in- novative flavours. During weekends, patrons can relish the seafood- focused Asian brunch menu, a refreshing departure from more conventional dining options. Nobu is a testament to how subtlety and sophistication can shine even in a city of glitz and glamour like Doha. La Mar Doha by Gastón Acurio Nobu Doha
29 HOTELNEWSME.COM | AUGUST 2023 QUINTESSENTIAL QATAR SUSHISAMBA Nestled along the shimmering Persian Gulf coastline within the new Waldorf Astoria Lusail in Qatar's Entertainment City, SUSHISAMBA Doha is set to captivate visitors with its unparalleled offerings. Boasting the brand's renowned restaurant and the inaugural Beach Club, the venue promises to transport guests to a sur- real escape, undergoing a mesmeris- ing day-to-night metamorphosis. Upon entering, guests are enthralled by the awe-inspiring sight of tree- like, three-dimensional perforated walls and ceiling petals, enveloping the space in a theatrical display of patterns. The bespoke Brazilian- inspired terrazzo flooring further enhances the ambience, anchoring the setting with its captivating allure. SUSHISAMBA's vibrant spirit and culinary artistry are on full display, showcased by the open kitchen, lively cocktail bar, and inviting sushi counter. Meanwhile, the air- conditioned outside terrace, nestled with lush tropical landscaping and adorned with enchanting Copacaba- na-inspired mosaics, creates an ir- resistible oasis. Here, SUSHISAMBA Doha's guests can partake in a truly immersive and explora- tory experience, delving into the delights of cuisine, music, and design like never before. ANTIKA Since its inception in 2016 in Beirut, the Antika Brand has earned a reputation for hosting extravagant celebrations infused with a distinc- tive blend of tradition and oriental charm. Drawing inspiration from the secret theatres of 1950s Lebanon, Antika Qatar welcomes guests into a cosy yet elegant space adorned with plush interiors, antique pieces, and timeless relics. For those seeking enchanting views and a serene at- mosphere, the Antika Lounge offers a delightful terrace experience where one can relish breathtaking vistas and lounge to the rhythm of captivat- ing music under the night sky. As a testament to its commitment to providing memorable experiences, Antika Qatar offers a week filled with an array of specially themed night- time and daytime events, ensuring every visit is a unique and unforget- table affair. SushiSamba Antika
30 AUGUST 2023 | HOTELNEWSME.COM RIYASAT Drawing inspiration from the opulent Indian Estates of yesteryears, Riyasat transports guests to the glamourous era of the 19th century. Immerse yourself in the richness of Indian flavours amidst a lavish, sophisticated, yet modern ambience. The meticu- lously curated menu by Chef Jolly, a distinguished judge of "Master Chef India," promises a culinary journey through the time- honoured traditions once savoured by royal Indian families. Riyasat proudly stands as a vertical of Special- ity Restaurants Limited. This esteemed Indian restaurant company boasts numerous chains of fine and casual dining establish- ments across both Indian and international locations. COVER STORY HCNME CARBONE, AL MAHA ISLAND Carbone, a remarkable Italian-American restaurant brought to life by Mario Car- bone, Rich Torrisi, and Jeff Zalaznick, beau- tifully honours the spirit of the mid-20th century's great Italian-American eateries in New York. Channelling the essence of those iconic establishments, Carbone offers delectable and exquisitely prepared dishes within an ambience that effortlessly blends elegance, comfort, and approachability. In homage to its historical roots, the restaurant embraces classic favourites like Seafood Salad, Linguini Vongole, Lobster Fra Diavola, Chicken Scarpariello, and Veal Parmesan. However, Carbone elevates these familiar dishes to a new level, drawing inspiration from contemporary culinary talents and cutting-edge techniques. The result is an irresistible fusion of past, pre- sent, and future, where diners can savour the authentic flavours of tradition with a modern twist. Carbone, Al Maha Island Riyasat
31 HOTELNEWSME.COM | AUGUST 2023 QUINTESSENTIAL QATAR EM SHERIF, AL MAHA ISLAND Em Sherif Restaurant, the brainchild of renowned restaurateur Mireille Hayek, is poised to redefine fine dining with its impeccable service and unparal- leled culinary offerings. Embracing Hayek's cherished and sophisticated approach to Lebanese cuisine, the restaurant evokes nostalgic feelings of homemade goodness, elevating dining experiences to new heights for its esteemed guests. Em Sherif promises to deliver exceptional and unforgettable moments at every table through a harmonious blend of tradition, refinement, and creativity. HAKKASAN Celebrated for its sophisticated and contempo- rary interpretation of Chinese cuisine, Hakkasan has earned accolades from gastronomy connois- seurs from London to Miami. Their Doha estab- lishment lives up to its renowned reputation, providing an exceptional dining experience. The expansive interior is thoughtfully subdivided by exposed dark wood panels and latticed screens, subtly infusing the ambience with a captivating Far East allure. Diners can delight in Hakkasan's iconic recipes, including the peking duck and grilled seabass with honey, which remain corner- stones of the menu. Additionally, a selection of exclusive dishes curated solely for the Doha loca- tion adds an element of intrigue to the culinary journey. Hakkasan Doha stands as a testament to culinary excellence, consistently satisfying the palates of its discerning patrons. LUCIA’S Situated within the Sheraton Grand Doha Resort & Convention Hotel, Lu- cia's Doha extends a warm welcome to up to 638 guests, offering a choice of in- door and outdoor seating. Exuding the same irresistible Italian charm that has garnered a devoted following in Dubai, the restaurant enchants diners with a vibrant and playful ambience accentu- ated by lush greenery, whisking them away to the idyllic Mediterranean. Lucia's menu presents an enticing array of sophisticated yet authentic dishes bound to leave guests craving more. An abundant selection of the freshest salads and cherished Italian antipasti favourites, such as Italian Burrata with Mixed Tomatoes and Olives and indulgent lobster linguine and tagliatelle, elevate the culinary experience. With every visit, patrons embark on a delightful journey through the diverse and flavourful essence of the Mediterranean region. Lucia's Em Sherif, Al Maha Island Hakkasan
Nestled by the coast of Lusail sits the splendor of Raffles and Fairmont Doha, where luxury is rooted in even the smallest details. Open the doors to mesmerizing hospitality and make memories in a world of sophistication.
raffles.com/doha | fairmont.com/doha MEMBER OF - THE LIMITLESS LOYALTY PROGRAMME
34 AUGUST 2023 | HOTELNEWSME.COM COVER STORY HCNME PURA VIDA Pura Vida was thoughtfully founded by a husband-and-wife duo, driven by a profound vision to cultivate a warm and inviting environment for friends and family to come together and savour delectable cuisine. At the heart of their mission lies a dedication to establishing a standard of health and wellness within the community, achieved by offering accessible and nourishing food options always. Their commitment to providing deli- cious and wholesome fare extends to creating a like-minded community. Embracing a diverse range of menu choices, including vegan and gluten- free options, they aim to cater to the varied dietary needs of their valued customers. Pura Vida strives to be a place where everyone can indulge in de- lightful and nutritious meals, fostering a sense of togetherness and well-being for all who visit. ROBERTO’S With a well-established reputation as one of the most esteemed fine din- ing restaurants in Dubai and Amman, Roberto's enters Doha, Qatar. Roberto's promises a truly cosmopolitan experi- ence, highlighting contemporary and high-end Italian cuisine. Guests can anticipate an exceptional culinary journey with thoughtfully crafted contemporary Italian dishes and cocktails prepared by world-class mixologists. Roberto's unwavering commitment to excellence is evident in their unmatched service and meticu- lous attention to detail, ensuring that every visit celebrates fine dining and unforgettable moments. AL SULTAN BRAHIM Al Sultan Brahim located in the Shera- ton Grand Doha Resort & Convention Hotel and weaves a captivating narra- tive of family, tradition, and exceptional cuisine. Emerging in 1961 as a humble fish restaurant along the Lebanese coast, Al Sultan Brahim swiftly won the hearts of food enthusiasts across Lebanon. Fuelled by an unyielding passion for culinary excellence and a steadfast dedication to maintaining unparalleled standards of quality and service, the restaurant became a cherished culinary haven in the country. Over time, each Ramy brother imparted invaluable knowledge to the next gen- eration, seamlessly preserving the fam- ily's culinary legacy. This ensured that Al Sultan Brahim continued to flourish and expand throughout the region, leav- ing a mark on the culinary landscape with its distinguished taste, unwavering tradition, and heartfelt hospitality. Roberto's Al Sultan Brahim Pura Vida
35 HOTELNEWSME.COM | AUGUST 2023 QUINTESSENTIAL QATAR BILLIONAIRE DOHA Billionaire presents a capti- vating nocturnal adventure, seamlessly combining a luxury dining concept with vibrant nightlife, complete with awe-inspiring shows and breathtaking acts. This extraordinary fusion promises Qatar's residents and visitors an indulgent experience, boasting an ex- travagant blend of entertain- ment and exquisite menu offerings. As an award-winning res- taurant, Billionaire caters to discerning guests who relish luxury dining and seek that extra touch of uniqueness, high energy, and classic social gathering to celebrate and revel with friends. Moreover, Billionaire Doha provides a perfect platform for corporate clients to foster meaningful connec- tions, enjoying quality time together while being enter- tained in style. LPM RESTAURANT & BAR LPM Restaurant & Bar has recently made its grand debut on Al Maha Island, Qatar, captivating luxury dining and gourmet enthusi- asts alike. Building upon its success in prominent cities like Lon- don, Hong Kong, Dubai, Abu Dhabi, Miami, Riyadh, and Limassol, the esteemed F&B pioneer, LPM Restaurant & Bar Al Maha Island, elevates Qatar's high-end dining and entertainment scene. With a commitment to excellence, the restaurant offers a family-friendly atmosphere and a vibrant and sophisti- cated ambience. LPM Restaurant & Bar's island outlet is ideal for various occasions, from business lunches and fam- ily celebrations to romantic dinners and group gather- ings. Patrons can unwind, connect, and relish delec- table menu offerings in a setting that exudes elegance and friendliness. SAFFRON Nestled within the heart of Banyan Tree Doha, Saffron restaurant transports you to the essence of Thailand, offering an irresistible array of authentic Thai flavours and a rich cultural ambience. Begin your culinary journey with delightful appetisers like Goong Sarong Buer Tod, setting the stage for a sumptuous feast. Indulge in nutritious and satisfying sal- ads and savour main courses cooked to perfection, includ- ing our renowned signature dish, Phad Kaprao Nua. Saffron prides itself in presenting the best of Thailand's culinary herit- age, inviting you to indulge in a delicious meal that will linger in your memory. LMP Restaurant & Bar Billionaire Doha Saffron
COVER STORY HCNME YASMINE PALACET Yasmine Palace holds a prestigious position at The Pearl, where the allure of the past seamlessly merges with the present, and authentic Arab architec- ture enhances the charm of traditional cuisine. This opulent establishment is thoughtfully designed to evoke memories of ancient palatial splendour. Its four themed restaurants offer a unique dining experience, making it the only multi- themed complex in Doha. Inspired by Arab cultures and civilizations, Yasmine Palace presents a delight- ful fusion of Andalusian, Levantine, and Qatari- inspired dishes. All centred around a deep passion for jasmine. This aromatic flower infuses the dining experience with wonder, opening a new world for those who appreciate its humble yet invigorating essence. From the inviting court- yard to the awe-inspiring archway, Yasmine Palace promises an extraordinary dining experience that sets it apart from any other in Doha. YEDI Yedi, envisioned by Chef Esat Akyildiz, welcomes diners at Le Royal Mé- ridien Hotel in Doha. Nestled along the pictur- esque Vendôme canal, this alfresco restaurant provides an authentic taste of Turkey, showcasing a delectable array of street food from all seven regions of the country. As you step inside, immerse yourself in the allure of Ottoman-inspired décor adorned with antique vases, mosaic lamps, and graceful Iznik teapots. The culinary journey at Yedi promises an abundance of Turkish delights, from delectable mezze to tantalising charcoal grills, mouthwatering manti, and an array of chef's unique dishes. served here. MORIMOTO As you step into Morimoto, situated within the Mondrian Doha, you will be immediately captivated by its breathtaking beauty. The restaurant exudes sophistication, elegance, and refinement, making it a genuine Japanese cuisine and decor masterpiece. For an immersive experience, sit at the sushi bar, where you can witness the magic unfold before your eyes. Alternatively, opt for a table in the central dining area, surrounded by majestic rose-gold columns that add a touch of grandeur to the ambience. While Morimoto excels in sushi, it also offers many other delectable dishes. From sumptuous lobster risotto to the exquisite miso black cod, there are plenty of options to satisfy every palate, even those who may not be partial to sushi. Indulge in the diverse culinary offerings, and prepare to be amazed by Morimoto's culinary artistry and stunning surroundings. Top Left: Yasmine Palace Above: Morimoto Bottom Left: Yedi
37 HOTELNEWSME.COM | AUGUST 2023 QUINTESSENTIAL QATAR JIWAN RESTAURANT A visit to Doha would only be com- plete with experiencing Jiwan, where contemporary Qatari cuisine takes the spotlight. This culinary gem seamlessly complements the grandeur of the National Museum, and its interior is equally impressive and unforgettable, making it a delightful stop on your Doha journey. Jiwan's carefully curated contemporary Qatari menu offers a nostal- gic journey back to the country's roots. Seasonal sharing dishes pay homage to indigenous ingredients, while ancient Bedouin elemental cooking techniques of fire, water, air, and earth create transformative textures and familiar flavours. The result is a celebration of Qatar's future culinary identity—a delightful blend of simplicity and sophis- tication, novelty and comforting nostalgia. TORO TORO Toro Toro, helmed by Chef Richard Sandoval, is a delightful tribute to the vibrant flavours and convivial dining culture of Central and South America. This exceptional eatery offers a refreshing twist on the contemporary steakhouse, infusing it with the enticing Pan-Latin flavours of our Rodizio-style Churrasco and a delectable array of shareable small plates. In the spirit of local tradition, all dishes at Toro Toro are meant to be shared, creating a sense of togetherness as guests revel in the celebration of Latin cuisine. Classic Latin cocktails like mojitos and margaritas add to the merriment, hand-muddled with fresh fruits, herbs, and vegetables for an authentic taste experience. Toro Toro is nestled within the Marsa Malaz Kempinski in Doha, Qatar. Toro Toro Jiwan Restaurant
38 AUGUST 2023 | HOTELNEWSME.COM RENEWING THE WORLD OF COFFEE NESCAFE® REACHES 100% RESPONSIBLY SOURCED COFFEE IN EUROPE ANOTHER MILESTONE REACHED FOLLOWING THROUGH ON OUR COMMITMENT FOR YEARS, NESTLÉ PROFESSIONAL HAS MAINTAINED A STEADFAST COMMITMENT TO SUSTAINABLE, RESPONSIBLE, AND ETHICAL COFFEE PRACTICES NESCAFE® in Europe ensures that all their coffee is sourced 100% responsibly. This guarantees that the coffee you enjoy can be traced back to the specific group of farms where it was grown. Every step of the coffee's journey, from planting to harvesting and production, adheres strictly to the sustainability we uphold. NESCAFE® is dedicated to globally sourcing coffee responsibly by the year 2025 and have already done so in Europe. Responsible sourcing entails a significant, worldwide endeavour to enhance biodiversity, decrease deforestation, and promote soil health through regenerative farming practices. Each cup of NESCAFÉ® you savour contributes to our ability to leverage our global influence for positive impact and fully unleash the potential of coffee.
39 HOTELNEWSME.COM | AUGUST 2023
40 AUGUST 2023 | HOTELNEWSME.COM S ince entering the region, Deliveroo has become a go-to choice for customers seeking convenience and quality dining experiences in the comfort of their homes, from local eateries to high-end restaurants. With its innovative approach, customer-centric focus, and dedication to its rider commu- nity, Deliveroo Middle East has shaped the food delivery landscape in the region. We spoke with Anis Harb, General Manager at Deliveroo Middle East, for an update on the brand's current achievements and future plans. What is Deliveroo’s current growth strategy? Our mission is to be the definitive online food company, and we aim to be the platform that people turn to whenever they think about food. To achieve this, our focus has always been on offering the best value propo- sition to all three sides of the marketplace: consumers, riders, and restaurants and grocery partners. Our core business strategy now revolves around 'hyperlocal’ areas with the greatest profit potential, and we are dedi- cated to winning these areas, neighborhood by neighborhood, in the UAE. Which region in the GCC looks like an attractive market for Deliveroo, and why? In 2023, Deliveroo's primary focus is on expanding our business throughout the UAE. This is a market we are focused on, committed to, and prepared to invest in. We have already expanded our business across multiple cities in the UAE, serving millions of customers in Dubai, Abu Dhabi, Sharjah, Al Ain, Ajman, and Ras Al Khaimah. Moreover, across the Middle East, Deliv- eroo's business is experiencing rapid growth, and we are fully committed to investing and expanding our operations in the region. Cur- rently, we operate in three markets; UAE, Kuwait, and most recently Qatar. Qatar presented a great opportunity for us to grow the business due to its densely populated cities, multicultural demographics, rich food culture, and a growing F&B sector. This allowed us to bring our unique service to the market and offer consumers a wide range of food and experiences. How many restaurants are you cur- rently working with in the UAE as compared to 2022? Deliveroo's ODG & Restaurant sites have grown by almost 15% YoY in the UAE. We take pride in offering around 13,000 restaurant and grocery partners in the UAE, and we are committed to expanding this selection even further across the Emirates throughout 2023. This ensures that our customers have access to the widest range of options possible. Notably, a significant number of our restaurant partners are exclusively on Deliveroo, such as Joe & the Juice, Reif Kushiyaki, The Wise Guys, Five Guys, to name a few. This is a result of our ability to provide customers with a distinct and unique value proposition. Tell us about the recently launched Editions site in Abu Dhabi? Globally, Deliveroo pioneered the crea- tion of Editions delivery-only kitchens in 2017. Editions reflect our commitment to supporting the growth of our partners, providing customers with high-quality and diverse food options, and driving the food scene forward. In the UAE, we have heavily invested in six Editions sites in Dubai and Abu Dhabi to help our partners grow their business without taking on the risks associated with traditional brick-and-mortar expansions. This also offers customers access to a wider selection of restaurants in their areas. The recent expansion of Editions into Abu Dhabi brought well-loved UAE brands to the capital for the first time. Additionally, restaurants already operating in Abu Dhabi utilised this launch to expand their radius in the emirate. How has the market received HOP to date? Deliveroo HOP is the first delivery-only rapid grocery service operated by Deliveroo in partnership with leading retailer partner Choithrams in the UAE. This service deliv- ers on-demand groceries to customers in as little as 15 minutes. Presently, we operate three HOP sites located in Motor City, Business Bay, and JLT, which cover a wide range of areas throughout the city. We are actively explor- HCNME ONE-ON-ONE DELIVEROO MIDDLE EAST Catching up with
ing growth opportunities for HOP to provide our customers with a wide range of high- quality and convenient delivery options. What are your sustainability goals? Our strategy focuses on supporting our marketplace and taking action to drive sustainability that impacts people and the planet. We focus on two pillars: tackling food insecurity and reducing waste. Some of the initiatives include: REDUCING WASTE: > We responsibly dispose of rider kits and have diverted 4,213 kgs of recy- clables, including textiles, plastic, and thermocol, away from landfills in the first six months of this initiative. > We launched our packaging store to provide sustainable and customized packaging at cost-effective prices to restaurant partners. > Deliveroo joined the Dubai Can initiative and distributed thousands of reusable bottles to riders to reduce single-use plastic waste. > Deliveroo was the first company to introduce the plastic cutlery opt-in func- tion for all UAE customers to reduce wasted plastic cutlery. > We partnered with UAE Food Bank to donate daily products from our HOP sites, benefiting 5,626 individuals with food donations since launching the initiative. > The food prep nature of an Editions kitchen means that there is close to zero food waste generated at sites. TACKLING FOOD INSECURITY IN OUR COMMUNITIES: > We launched ‘Full Life’ in the Middle East to tackle food insecurity in partner- ship with local charity organizations. To date, Deliveroo’s Full Life Campaign has generated close to AED 1 Million through in-app donations in the Middle East to support communities in need. > We have supported various causes such as Pakistan floods, Turkey-Syria earthquakes, and the 1 Billion Meals Endowment. > We launched a children’s storybook ‘Lyn’s food adventure’ across the region to educate children about the issue of food waste and ways of tackling food waste through simplified tips. So far, we have reached 15,000 children in the UAE. Are you exploring opportunities to acquire and invest in new businesses in the UAE? We are committed to investing in the region and would not rule out exploring opportuni- ties to acquire and invest in new businesses that complement our operations in the Middle East. Our goal is to find strategic acquisitions that will allow us to expand our reach and provide even better services to our customers. How is Deliveroo Plus performing in the UAE? The Deliveroo Plus subscription service has achieved record highs, with close to 50% growth in the UAE YoY. Consumers see real value from their Plus subscription as it unlocks access to unlimited free delivery and exclusive offers and deals. What initiatives have you launched to ensure the safety of riders during the summer season? At Deliveroo, we continuously build on our ongoing rider initiatives to ensure the safety and well-being of our agency riders during the summer season. This year, we have rolled out our first-ever fleet of air-condi- tioned Roo Buses and coasters, in addition to our existing network of Roo Vans, with the purpose of providing rest areas and distributing water and cooling vests to riders. These mobile areas, along with our Editions and Hop sites, offer agency riders a place to hydrate and rest throughout the week across Dubai, Abu Dhabi, Ajman, Sharjah, Al Ain, and Ras Al Khaimah. During the first few weeks of operations, we’ve had over 7,000 riders visit our rest areas. We also provide riders with specialised rider kits made from highly breathable material and protected with a UV-blocking, perspiration-wicking fabric. Riders are also provided with phone mounts and windshield visors to protect their mobile devices from overheating and facilitate visibility when navigating on the roads. Additionally, we ensure regular communication through various channels to provide riders with tips and guidance on staying hydrated, dealing with the heat, and prioritising well-being throughout the season. CATCHING UP WITH DELIVEROO MIDDLE EAST ANIS HARB, General Manager, DELIVEROO MIDDLE EAST
42 AUGUST 2023 | HOTELNEWSME.COM SUSTAINABILITY HCNME A s members of the vibrant and dynamic hospitality sector here in the Middle East, we have the power to shape the future of our industry and make a significant impact on the world around us. A recipe for change that will not only benefit our busi- nesses but also preserve the environment and enhance the well-being of the communi- ties that we serve. As we work towards The UAE’s Green Agenda 2030 and indeed carbon neutrality in 2050, many of us have already taken green leaps forward in implementing sustainable practices, however, one issue that I believe continues to need addressing is that of sus- tainable, affordable, and reasonable supply chain options. It is forecasted that the food packag- ing industry in the UAE is set to grow to AED14 billion by 2025, and quite simply, that growth cannot be at the expense of the planet. It’s for this reason that it was great to see the UAE government launch the Circular Packaging Association in May, a group with the brief to raise consumer awareness about the importance of sustainable packaging and provide insight and recommendations on legislation and policies to change for the better. This is a great step, and as we wait to learn more about new legislation that I am sure will follow, we as business owners need to embrace it and continue to challenge ourselves to find solutions. It was inspir- ing to see that Deliveroo, for example, has recently partnered with Sineo Packaging, an environmentally friendly packaging com- pany that specializes in making recyclable and biodegradable products and allows restaurant partners to choose from over 20 different products. SUSTAINABLE FUTURE SUSTAINABLE SUPPLY CHAIN FOR A BY NAIM MAADAD, CEO AND FOUNDER OF GATES HOSPITALITY An open letter to the industry
43 HOTELNEWSME.COM | AUGUST 2023 RADIATING SUCCESS However, what we must also consider is that while some busi- nesses, including ourselves at Gates Hospitality, have chosen to absorb the extra costs that sustainable packaging can bring, we also realize that for some smaller businesses where every dirham counts, it might not be feasible. That’s why it’s important that policymakers continue to look for ways to support the develop- ment of sustainable packaging that’s affordable, and then equally for us in the industry to reward those manufactur- ers who have sustainability on their agenda. Great strides have been made; indeed, I remember when we took the decision at Gates Hospitality to select suppliers based on their bio- degradable packaging back in 2015 we weren’t exactly spoiled for choice, but today there are certainly more options to choose from. Collaboration is key to our suc- cess. Let's come together as an industry to share best practices, exchange ideas, and learn from one another. These shouldn’t be business secrets that we keep to ourselves for a competitive advantage, there is more at stake here. That’s why I’m proud to be a board member of the UAE Res- taurant Group, a collection of senior industry figureheads that continuously share and develop best practices on many subjects – including sustainability - and encourage other industry leaders to join us. It's important to note that supply consists of more than packaging too, and we would be contradicting ourselves if the food in biodegradable containers that had been transported for thousands of kilometers to get there, or indeed, if the food itself as a raw ingredient was packaged in unnecessary plastic. Responsible sourcing is a key ingredient in this transforma- tion, and we should all prioritize partnerships with local suppliers who embrace sustainable practices, such as organic farm- ing, fair trade, and responsible fishing. We appreciate that not every- one might be operationally able to have an Organic Vegetable Garden as we do at Reform or Six Senses Zighy Bay for example, but with an increas- ing number of bio-farms in the UAE, we all have an opportu- nity to procure responsibly and actively seek out local suppliers to reduce our carbon footprint and contribute to the economic development of communities in our vicinity. And for those who are truly taking a lead, let’s not be shy to shout about our initiatives either. While there is increasing skepticism around ‘greenwash- ing’, those who are actively making a difference for the right reasons should feel empowered to share their work. Transpar- ency and education are the pillars upon which we build trust with our customers, and so let's continue to be transpar- ent about our sustainability practices, sharing information about our sourcing, waste man- agement, and energy-saving initiatives, and empower- ing our customers to make informed choices. Whether it’s as something simple as a QR code that links to a page which details all sustainability work as we have throughout the Gates Hospitality group, or indeed a ‘Sustainability Tree’ that sits pride of place outside the lobby of sustainable pioneers Six Senses Zighy Bay, let’s celebrate our successes. And let's educate our staff about the importance of sustainability and empower them to be ambassadors of change. Together, let's weave sustainability into the fabric of our industry, ensuring that every aspect of our supply chain reflects our commitment to a brighter future. NAIM MAADAD, CEO and Founder, GATES HOSPITALITY
44 AUGUST 2023 | HOTELNEWSME.COM P etr Dubsky breaks the mold of a typical hotel General Manager. Leading a hotel team at The Diplomat Radisson Blu Hotel, Residence, and Spa Bahrain, he also harbours a deep passion for ice hockey. His journey with the RHG began 15 years ago, and through hard work and dedication, he climbed the ranks to become the General Manager of one of Bahrain's first five-star hotels. What sets Petr apart is not just his impres- sive hospitality career; it's his love for ice hockey. After completing the ice hockey international coaching license course in the Czech Republic, he decided to support the development of the sport in an unexpected location: the Kingdom of Bahrain. In his free time, he coaches kids, the male senior team, and a group of dedicated Bahraini women at the ice rink. Petr's passion for ice hockey started at the tender age of five in the Czech Republic, a country where ice hockey is a national sport. Despite pursuing a hospitality career abroad at 20, he managed to play ice hockey in vari- ous countries like Ireland, Georgia, Bahrain, KSA, and Oman. During the pandemic in Oman, he stum- bled upon the Oman ice hockey team and began practicing with them, even assisting in coaching. When he returned to Bahrain, he knew he wanted to continue his involvement in the sport and took on the role of Head Coach of the Bahrain National Ice Hockey team. Months of consistent practice paid off when both the men's and women's teams par- ticipated in an international tournament in January 2023, competing against twelve professional teams. This marked a major milestone for ice hockey in Bahrain. In May 2023, Bahrain secured a victory in the male Arab Cup tournament in Kuwait, making history in the sport. Petr's dedica- tion to both hospitality and ice hockey is a testament to his hard work and determina- tion. He believes that both roles comple- ment each other, with skills from each domain enriching the other. Petr's commitment to supporting the local community is unwavering, and he finds fulfillment in balancing his hotel management responsibilities with coaching ice hockey. His story serves as an inspira- tion for pursuing passions outside of work and maintaining a well-rounded, balanced life. From the hotel lobby to the ice rink, Petr Dubsky's unique experiences have shaped him into a successful hotel General Manager, a respected ice hockey coach, and a pioneer in developing ice hockey in the Kingdom of Bahrain. HCNME MOVERS AND SHAKERS From the to theICE RINK HOTEL LOBBY
Images: @chefcarmenrueda6, supplied T h e U l t i m a t e H e r o e s C h e f C a r m e n R u e d a Culinary hero Carmen Rueda Hernández is a one-of-a-kind Chef. After years of hard work, absorbing techniques and skills, she became one of the few Executive pastry chefs of a dessert only restaurant Brix desserts in Dubai. European cream, especially French Cream being one of her star ingredients, Chef Carmen says: “Dairy cream is such a wonderful blank slate. You can add variety of ingredients to it and find it enhances the flavor and complements a variety of dishes.” Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or FranceAgrimer. Neither the European Union nor the granting authority can be held responsible for them. Your favourite fashion statement? I love to wear dresses – they are so comfortable! One thing you will always carry on your travels? A camera. Your favorite utensil or kitchen equipment? A spatula. A chef who inspires you the most? Ferran Adria – when I had the chance to work with him, I witnessed first-hand how complex the process of creation can be yet how simple he made it all. He believes that people will understand and appreciate things that are created correctly. I was also inspired by his commitment to his team. The first thing that you ate in your life that you remember? Chocolate, dark chocolate to be precise. The best ingredient that matches well with cream? For me, any citrus combines well with cream. You can feel the flavour and it balances very well alongside cream. Biggest misconception people have about desserts? One of the biggest challenges is to make people understand that they can eat desserts and still not feel like they overate. Having a desserts- only menu at Brix, we always respect the ingredients, where we use cooking techniques to still provide the flavours without leaving you feeling extremely full. People just assume that when you eat desserts, it’s going to be heavy. But there are other ways of making desserts! What is your signature creamy dish? The snowball is a favorite at Brix desserts built on a base of French cream and composed of many different ingredients that deliver a distinct experience with every spoonful. This dish is a beautiful expression of happy childhood memories that are filled with warmth and happiness.
46 AUGUST 2023 | HOTELNEWSME.COM HCNME THE BUSINESS OF MUSIC THROUGH MUSIC CARVING AN IDENTITY M usic has long been recognised as a powerful tool to create ambience, evoke emotions, and enhance experiences. In the hospital- ity industry, the strategic use of music profoundly impacts guests, influencing their mood, behaviour, and overall perception of a venue. Music plays a crucial role in shaping the customer's journey and creating memorable moments, whether it's a hotel, restaurant, bar, or spa. To tell us more about the impact of music on the industry is Aneesh Gera, Entertainment and Nightlife Director at Caesars Palace Dubai. Describe your role as Entertainment and Nightlife Director? As the Director of Nightlife at Caesars Palace Dubai, my role is ever evolving, encompassing various aspects of entertainment, music, audio, and beyond - from both sides of the spectrum, the entertainment and experience side to the back- end business model. A big part of that is crafting distinctive and unique identities through music to elevate each venue. Throughout the empire, there are several music identities to choose from - from the deeper side of House at Venus Beach Club to Jazz in- spired house music and Ambient and LoFi Chill, downtempo at The Lounge, all avatars of Latin at The Havana Social Club, Acoustic Rock and Clas- sics at Hell's Kitchen by Gordon Ramsay, Organic House at Alvin Leung's Demon Duck to Funk / Soul at our Pools and Beach to name a few. While we always have a lot happening, I am cur- rently focused on the growth of Venus Beach Club and our Motown Pool Party intellectual proper- ties at Neptune Pool. I've been a professional artist and DJ for over two decades, and apart from the music, what keeps me highly engaged is the opportunity to re- invent and create. Like any profession, challenges come with the territory - one step forward, two steps back, sounds like an excellent cha-cha-cha to me! I've never been one to run with the crowd, to be honest, paving my own path instead. 'Carving an identity through music' – What does this mean for Caesars Palace Dubai? "Carving an identity through music" is essen- tial to my vision for Caesars Palace Dubai. With our well-travelled guests coming from all over ANEESH GERA, Entertainment and Nightlife Director, CAESARS PALACE DUBAI
47 HOTELNEWSME.COM | AUGUST 2023 CARVING AN IDENTITY THROUGH MUSIC the world, music plays a vital role in shaping the identity of a space, creat- ing unique and distinct experiences throughout the resort, each with its own mood, feel, ambience, and musical personality. I have implemented over 20 different music identities at Caesars Palace Dubai across various venues. When you visit the resort, you can expect a diverse and immersive musical experience, segregating one space from another. How would you describe Dubai's en- tertainment sector compared to other major cities worldwide? Dubai's entertainment sector is unlike any other major city in the world due to its unique market and the ratio between its population and events. A decade ago, Dubai was not a popular tour stop for many artists, but now it has become a highly sought-after destination. To ensure that Caesars Palace Dubai remains at the forefront of these changes and continues offering guests a world-class entertainment experience, I am always looking for ways to inno- vate and develop new identities and ex- periences. Dubai has a lot of untapped talent, and I would love to support emerging artists. As a city, it has a lot to offer, and I'm confident we will grow the music scene, thereby increasing the music, tourism and entertainment industry within. How do you decide what musical con- cepts work within the hotel? When building musical concepts within Caesars Palace Dubai, my goal is to en- hance the DNA of the venue. We want music to complement the environment and enable it to flourish. In certain aspects, this had led to the birth of new Intellectual Properties - the ever-popu- lar Motown Pool Party at Neptune Pool as an example - a personal favourite. Caesars Palace in Las Vegas has a re- nowned reputation for entertainment. How do you plan to bring this legacy to Dubai? Our approach here is rooted in a deep appreciation for genuine musical talent and artistic expression. We're always on the lookout for exciting new acts, emerging artists and entertainment concepts that engage and energize, such as Lebanese Canadian Acoustic musician Danny Aridi, who currently performs weekly to live Salsa Dance Nights with Ric Banks at Latin Dance Society at Havana Social Club and Su- perstar guest DJs like Hernan Cattaneo at Venus Beach Club. What sets Caesars Palace Dubai apart from other regional entertainment and nightlife destinations? At Caesars Palace Dubai, we pride ourselves in offering a wide range of entertainment that caters to our guests' diverse tastes and preferences. Whether they prefer an acoustic, un- derground house, top 40, RandB, or Mo- town and beyond, we have something to suit everyone. Our entertainment goes beyond music and gigs. Guest experi- ence is always paramount. I've always preferred to follow trends rather than setting them. What are some of your career high- lights? Throughout my career, I have been fortunate to achieve a few things along the way. I have had the op- portunity to remix three different Grammy-nominated artists. As a music producer and artiste, I've been ranked number four in Asia's top music producers. One of my original records, "Flashback Rewind," peaked at number 24 on the US Billboard Dance Chart, in good company such as Avicii, Beyonce, Ariana Grande, U2 and Calvin Harris sharing the chart with me. My music has stayed over 1855 days on Beatport's World's Top Hundred Dance charts - that does bring a little smile to my face. Consistency is key in any career and is still one of my biggest challenges. I've thrown the kitchen sink at it, now picking up the tub. What are some skills you've gained along the way that you've been able to bring to your current role? Throughout my 20+ years of experi- ence, I have picked up a thing or two along the way that I bring to my cur- rent role. One of the most valuable ones is the importance of innovat- ing rather than replicating. Having a clear vision, defined concept, and goals beforehand is essential, so think it through to the most minute detail. It makes all the difference. Additionally, the ability to adapt while staying true to core values is vital. As someone who has been on both sides of the stage, as an artist and a behind-the-scenes business profes- sional, I have a unique perspective and understanding of the entertainment industry, which I bring to the role every day. What is a typical day like for you at Caesars Palace? No two days are alike, and I love it that way. Every day is a fresh challenge, from defining the entertainment land- scape of Caesars Palace to innovating new IPs, building concepts, and break- ing the mould while working within our boundaries. The most rewarding is working with the incredible team behind the scenes, from our leaders and thinkers to the people that make it happen on the ground; it is an incredible group collective. How do you balance industry de- mands and maintain mental health? One of my secret weapons is my dog - Chopps. Catching sunsets as often as possible resets my mind. Exercise is also a crucial part of my routine, and it helps with my mental health. A supportive circle of people around me, especially at work, is essential. I feel blessed to have a few people who always support me when I need them. Lastly and unsurprisingly - MUSIC. "WHILE WE ALWAYS HAVE A LOT HAPPENING, I AM CURRENTLY FOCUSED ON THE GROWTH OF VENUS BEACH CLUB AND OUR MOTOWN POOL PARTY INTELLECTUAL PROPERTIES AT NEPTUNE POOL."
48 AUGUST 2023 | HOTELNEWSME.COM CHAIN OF THE MONTH HCNME I n November, Raffles and Fairmont, Doha, welcomed FIFA officials and delegates as their first guests, exclusively for the FIFA World Cup Qatar 2022. These prestigious hotels are now open to the public, inviting bookings for their luxurious accommodations. Raffles offers 132 exquisite suites, while Fairmont presents 361 elegant rooms and suites for guests to choose from. The architectural design of these remarkable hotels showcases a beautiful tribute to Qatar's rich history. The curved towers gracefully emulate the traditional scimitar swords while embodying the country's national seal. This design element serves as a symbol of Qatar's cultural heritage and adds a touch of grandeur to the overall aesthetic of the properties, making it an icon in Qatar's skyline. The towers, both unique and distinct in their own right, accommodate two extraordinary hotels. On one side stands the renowned Fairmont, a luxurious 5-star hotel, while on the other side, a rare gem awaits with the exclusive 6-star property, Raffles. These two exceptional hotels are seamlessly connected, providing guests with unparalleled access to the opulent amenities and exqui- site dining venues spread across the expansive grounds, spanning an impressive 300,000 square meters. Since its inauguration, the hotels have welcomed distinguished guests, including royalty, delegates, FIFA officials, and renowned football stars. The aim is to surpass the expectations of those seeking the epitome of luxury. Every element, from the carefully chosen scents to the thoughtfully selected colours, tex- The renowned ultra-luxury Raffles and Fairmont Hotel sets a new standard for hospitality offerings in Qatar REDEFINING LUXURY
49 HOTELNEWSME.COM | AUGUST 2023 REDEFINING LUXURY tures, lighting, art, and architecture, contributes to creating an ambience of unparalleled magnificence. The venues housed within both properties offer a range of unique offerings and experiences, catering to the diverse tastes of international and domestic visitors. Within the Fairmont, guests are greeted by one of the world's tallest chandeliers, an awe-inspiring masterpiece measuring an astonishing 57 meters. Crafted from individual glass spheres, it creates a mesmerising droplet effect that cascades through the heart of the hotel. This magnificent chandelier can be admired from every floor. Meanwhile, the Raffles boasts a truly unique and captivat- ing feature in its lobby—a kaleidoscope ceiling that trans- forms throughout the day, reflecting the serene beauty of clouds during daylight hours and the allure of stars during the evening. This one-of-a-kind design element immerses guests in an ever-changing celestial display, adding an en- chanting touch to the hotel's ambiance. Furthermore, the hotels offer an array of lavish amenities. At the Raffles, guests can indulge in a lavish private auditori- um suitable for movie screenings, conferences, concerts, and other exclusive events. Adorned with royal red curtains, the auditorium features individual recliner seats, each equipped with lighting, a microphone, a table, and other convenient features, ensuring a luxurious and comfortable experience. Both properties also provide additional extravagant ameni- ties, including a speakeasy bar for those seeking a hidden oasis, private spa rooms for indulgent relaxation, and a grand ballroom with the highest ceiling in Doha, creating a majes- tic setting for unforgettable events and celebrations. The hotel offers a range of exquisite suites designed to cater to various preferences. Among these are the luxurious Presidential Suite, the elegant Parisian Suite, the enchanting Shanghai Suite, and more. In line with its prestigious 6-star status, Raffles goes above and beyond to provide unparalleled service. Every room booked at Raffles, all 132 suites, comes with a dedicated private butler. This personal attendant is there to cater to guests' every need, making their stay seamless and luxurious. Raffles' suites are also meticulously furnished with luxe bath products, Dyson hair equipment, a custom room spray tool, panoramic windows offering breathtaking views, high thread count sheets for ultimate comfort, and many more thought- ful details that enhance the overall experience. The Fairmont boasts a grand Presidential suite spanning an impressive 787 square meters. This luxurious duplex suite offers an array of exclusive features, including two spacious living areas, a private cinema for entertainment, a well- appointed bar for intimate gatherings, a lavish dining room for elegant meals, a rejuvenating Jacuzzi for relaxation, a state-of-the-art gym for fitness enthusiasts, and a private barber service for grooming needs. The Presidential Suite at Fairmont embodies opulence and refinement, creating a haven of luxury for discerning guests. Nestled within the Fairmont is an exceptional and ex- clusive member-only enclave known as Fairmont Gold. Fairmont Gold provides guests with elevated benefits and privileges, including access to a dedicated pool and lounge area. Both hotels offer an array of room and suite options, each designed to meet different standards of excellence. These accommodations boast a range of notable features, in- cluding state-of-the-art technology to enhance the guest experience, indulgent Posturepedic mattresses for ultimate comfort, a walk-in bar for convenience, a spacious dressing table, a walk-in closet for ample storage, a valet deliv- ery closet box for seamless service. The bathrooms in these hotels shine with opulence, adorned with stunning 18k gold tiles. They are designed to provide a great experience, complete with separate showers and tubs for relaxation and a built-in television for entertainment and added luxury. Guests can bask in the indulgence and splendour of these well-appointed bathroom spaces. Raffles and Fairmont boast a de- lightful array of dining and beverage venues, offering guests various culinary experiences to savour. Masala Library by Jiggs Kalra, Vaya!, Dome, and Pro- vok are among these. Each venue is meticulously designed with unique elements that reflect its particular theme. For example, Dome showcases a 12-foot-high glass cloche transported by sea as a single piece and expertly craned into position, adding a touch of grandeur to the space.
50 AUGUST 2023 | HOTELNEWSME.COM CHAIN OF THE MONTH HCNME Provok, a two-floor venue, entices guests to choose between fire and ice themes. The lower floor features icy designs and intricate ice sculptures, creating an immersive ambience of re- laxed elegance. In contrast, the second floor boasts vibrant red interiors and mesmerising fire displays, igniting pas- sion and excitement. Guests of Fairmont Gold enjoy exclu- sive access to the lounge on the second floor. This private sanctuary provides a range of luxurious amenities, including a dedicated check-in area, complimen- tary continental breakfast, afternoon tea, evening canapés, and an enticing dessert buffet. Moreover, the lounge features a mixology bar, where guests can delight in expertly crafted cocktails and experience the art of mixology firsthand. Raffles Doha is home to ALBA by En- rico Crippa, the first restaurant outside Italy for the talented and renowned chef. Enrico Crippa, a world-renowned Michelin Three Star chef and the mind behind the esteemed Piazza Duomo restaurant, has brought his contempo- rary and refined style of Italian cuisine to the iconic Raffles Doha. Recently ranked 19th in The World's 50 Best Restaurants 2022, Chef Crippa invites guests to experience his culinary mas- tery at ALBA. The restaurant's name, ALBA, pays homage to the Italian region of Langhe and its capital, Alba—a place Chef Crip- pa holds dear to his heart. At ALBA, guests can expect an exclusive and elegant dining experience immersed in an artistic, dynamic, and surprising menu. Chef Crippa's culinary ap- proach respects local traditions while presenting the rich flavours of Italy in a new context. He skillfully incorpo- rates local and traditional ingredients, with a particular focus on the spices and scents of the Orient. Leading the team at ALBA is Execu- tive Chef Antonino D'Alessio, who has been a part of the esteemed Piazza Duomo team for many years. Assist- ing D'Alessio in the dining room is Vincenzo Donatiello, the Director and Sommelier at Piazza Duomo for nine years. With their expertise, alongside the rest of the dedicated team, they aim to uphold Chef Crippa's philoso- phy. Chefs Crippa and D'Alessio have collaborated to curate the menus offered at Raffles Doha. They have evaluated and experimented with a formula that encapsulates their vision of traditional dishes reimagined styl- ishly. The flavours and preparations draw inspiration from Italy's rich and diverse regional cuisines, taking guests on a modern sensory journey from the North to the South. ALBA by Enrico Crippa promises to be an extraordinary dining destination where guests can savour innovative Italian cuisine created by world-re- nowned culinary talents. This dual-branded hotel, Raffles and Fairmont Doha, strives to expand the appeal of Qatar, catering to a range of guests and enriching the overall visitor experience. This endeavour aligns with Qatar Tourism's ongoing mission to transform the country into a world- class holiday destination. By offering exceptional accommodations and unparalleled hospitality, the hotels contribute to Qatar's journey towards becoming a sought-after and memora- ble place for travellers from around the globe.
51 HOTELNEWSME.COM | AUGUST 2023 REDEFINING LUXURY MEET THE LEADERS OF RAFFLES AND FAIRMONT DOHA, CHARTING THE COURSE FOR A NEW ERA OF HOSPITALITY IN THE REGION. CHRISTIAN HIRT, Raffles and Fairmont Doha Managing Director ANDRÉ KAISER, Fairmont Doha Executive Chef MARIE-PIERRE GIRARDOT, Raffles and Fairmont Doha Director of Housekeeping BERND FRANK KNAIER, Raffles Doha Hotel Manager RANDY SANTOS, Fairmont Doha Chief Concierge ENDAMIA DECOUR, Raffles and Fairmont Doha Cluster Director of Marketing Communications CEM AKSAHIN, Raffles Doha Executive Assistant Manager GIZEM SARICI, Raffles Doha Head Butler AMINA JAIDAH, Raffles and Fairmont Doha Assistant Digital Marketing Manager
52 AUGUST 2023 | HOTELNEWSME.COM M eet Against All Odds, a specialised F&B marketing consultancy driving brands to success. Against All Odds harnesses its full-fledged expertise and culinary passion to optimise brands at every stage, from incep- tion to implementation. With an in- depth understanding of the indus- try and a comprehensive suite of services, the team brings together a diverse group of seasoned experts, each with unique backgrounds and capabilities. Drawing upon the collective knowledge and expertise of the founding partners, Against All Odds provides tailor-made solutions that maximise value and propel clients towards success, transforming each brand into a trailblazer and shaping the future of the F&B landscape. Zena Hamdan, the Founder and CEO of AAO, shares insights into AAO's vision, the challenges faced by the F&B industry, and more. Experience Our experience working with brands at various stages allows us to understand the unique needs of each business. There is no one-size- fits-all approach. Instead, we tailor our consultancy services to craft specific plans, budgets, and frame- works that align precisely with each client's individual requirements. Whether it's a startup that requires a strategic launch plan, an unstructured business seeking growth, an established enterprise aiming to revive its brand, or a franchisee seeking expansion strategies, our approach is always customised to suit their distinct circumstances. This personalised methodology ensures that every brand receives the attention and solutions it desires and deserves. AGAINST ALL ODDS F&B FOCUS HCNME ZENA HAMDAN, Founder & CEO, AGAINST ALL ODDS
53 HOTELNEWSME.COM | AUGUST 2023 Strategy We believe in flexibility and adapt- ability to meet the needs of our clients. Depending on each client's require- ments, we have two approaches: 1. Strategic Collaboration: For cli- ents seeking specialised strategies, F&B comms, or operational plan- ning, we work with our partners who have expertise in these areas. 2. Vast Network of Resources: We also have access to a marketplace of qualified resources. This allows us to tap into a wealth of knowl- edge and stay fresh and relevant in a saturated market. With these two approaches, we ensure that our clients receive the best possi- ble solutions that align with their goals, helping them stand out in the competi- tive F&B landscape. USP What sets AAO apart is our compre- hensive framework, experience, and strong partnerships with industry lead- ers like Brand Lounge, Umami Comms, and Hassan Ballout, giving us a unique advantage. We act as true partners, integrating with our client's internal teams, which sets us apart. Our deep value for human connection and empa- thetic solutions for clients define our approach. Honesty and transparency are at the core of our principles, foster- ing trust and lasting relationships. Common challenges F&B businesses often face common challenges, such as fierce competition, evolving consumer trends, the need for consistent quality, and sourcing the right talent and ingredients. Successful businesses tackle these hurdles by offering unique value propositions, staying agile, and prioritising staff training and quality control. Sourc- ing the right skills and ingredients is vital for exceptional service. Effective SWOT and PEST analysis helps navigate market dynamics. By addressing these aspects, businesses can excel in the competitive F&B industry. A piece of advice Our advice to you is to know your target audience, define your unique selling proposition, maintain consistency, and embrace authentic- ity. You must prioritise your customer experience, create a compelling story, and stay adaptable to market trends to succeed. AGAINST ALL ODDS
54 AUGUST 2023 | HOTELNEWSME.COM A s environmental concerns continue to grow, more and more businesses across all industries are increas- ingly adopting sustainability initiatives to reduce their environmental footprint. When it comes to restaurants, Brian Voelz- ing, Founder and Managing Director of Beluga Hospitality, looks at ways venues engage in sustainable practices. The restaurant industry has a significant environmental impact, and many restaurants are increasingly engaging in sustainability practices. Many UAE-based restaurants are currently performing or implement- ing various sustainable initiatives in their outlets, while those in the stages of opening a restaurant in the country now consider sustainability a significant part of how they design their restaurant layout and source materials to build their outlet. While many sustainability practices should be ongoing and can be adopted by running operations, there are many steps you can put in place before opening a new establishment. Creating a more sustainable process should start with the layout of the kitchen. The structure must be strategic for movement among chefs and allow the equipment to have breathing space. For example, keeping an ice machine next to an oven will waste more energy and cause the breakdown of equipment much faster, forcing restaurant owners to invest in new equipment more regularly. Those opening restaurants should work closely with their kitchen suppliers to ensure they are using high-efficiency equipment, LED light bulbs, induction cookers where possible and installing intelligent thermo- stats – all of which will save energy and money. From an operational perspective, we have seen an incredible reduction in single-use plastics and more restaurants using envi- ronmentally friendly packaging. However, more must be done to reduce the costs of biodegradable packaging worldwide so more restaurants can adopt this practice. Creating biodegradable plastics takes less energy than traditional plastics and releases fewer harmful substances when degrading. More biodegradable plastics will also reduce the waste in landfills, which is often burned, cre- ating more chemicals to be released into the environment. The downside is it costs more to make. However, as more restaurants and businesses switch to biodegradable packag- ing, we will hopefully see a price reduction. One of the most promising things we see in restaurants is sustainable-focused menus. These menus source their products locally whenever possible, reduce waste and often showcase more plant-based options. Sourc- ing local ingredients not only supports local farmers but also has a major impact in the fact that items are not being transported by plane, truck or ship, reducing the carbon footprint of those items going onto a menu. This usually reduces restaurant purchasing costs, too, so it’s a win-win. The UAE is at the forefront of sustainabil- ity. While many restaurants have embraced sustainable practices to reduce their environmental impact, more must be done to protect our planet for future generations. GREENER FUTURE FOR A BRIAN VOELZING, HFounder and Managing Director, BELUGA HOSPITALITY BY BRIAN VOELZING, FOUNDER AND MANAGING DIRECTOR, BELUGA HOSPITALITY HCNME SUSTAINABILITY
56 AUGUST 2023 | HOTELNEWSME.COM HCNME TECH & INNOVATION O ver the last few years, the restaurant industry has witnessed an extraordinary shift towards digitalization. These technological adapta- tions have become the new norm, from familiar digital menus to the convenience of online ordering and contactless pay- ment. However, a wave of groundbreaking solutions has emerged amidst this rapidly evolving landscape. Alex Ponomarev, the CEO of Syrve MENA, an all-in-one restaurant management software provider, shared the most promising technological trends to revolutionize the Middle Eastern restaurant market. AI Forecasting Generative artificial intelligence is undoubtedly the technology of the year, expected to reshape numerous industries worldwide, including the food sector. The value of AI in the food industry extends far beyond marketing. There is now a plethora of plugins that enable ChatGPT to seamlessly interact with various third- party websites. Through this valuable partnership, the bot can directly respond to queries like, "Where can I find a highly reviewed brunch spot for a business meeting?" or "Which restaurant is perfect for a romantic St. Valentine's Day celebration with my partner?" and even provide users with convenient links for booking a table. However, the benefits of AI-based technologies in the food industry continue beyond there. They also have the potential to drive cost savings and significantly improve restaurant profitability. By leveraging AI, accurate predictions of customer demand can be made by considering many factors, such as holidays, traffic patterns, weather to watch RESTAURANT TECH TRENDS BY ALEX PONOMAREV, THE CEO OF SYRVE MENA
57 HOTELNEWSME.COM | AUGUST 2023 conditions, televised sports events, cultural happenings, and seasonal changes. With this valuable insight into cus- tomer flow, restaurants can optimize their ingredient stock levels, ensuring they have the right amount. This prevents wasteful over-ordering and minimizes the risk of disappointing customers by running out of their favourite dishes. Notably, this ap- proach reduces waste, a significant win for the environment. Moreover, AI empowers management to make well-informed decisions regarding staff scheduling, resulting in optimized labour expenses. By accurately predicting customer demand and understanding peak hours, restaurants can efficiently allocate their workforce, avoiding unnecessary labour costs and ensuring optimal service levels. AI-generated visuals Restaurants have already begun utilizing the viral bot ChatGPT to create menu item descriptions or visuals with services like Midjouney's research lab. Some companies have taken it a step further by developing their AI-based solutions. One such tech startup is Lunchbox, which recently unveiled an AI-powered food photo generator in collaboration with OpenAI, the firm behind ChatGPT. Similarly, food tech startup SWIPEBY has leveraged OpenAI and Stability AI's technology to create a text-to- photo tool that generates images based on menu item descriptions. Research indicates that audiences find these AI-generated visuals more appealing than professionally taken photos. As a result, restaurants that integrate these visuals into their menus have experienced an over 70 per cent increase in orders and a 65 per cent boost in sales compared to those that don't. There is even a more surprising trend related to generated menus. Some restau- rants make dishes following recipes that ChatGPT created. These experiments can become viral and attract a larger audience to a restaurant. After all, who wouldn't want to share those captivating pictures saying, "Have you seen this?". Real-time reports Another transformative technology is real- time reporting. It holds immense potential for enhancing a restaurant's performance. By granting access to up-to-the-minute sales data and operational insights, it empowers businesses to identify and resolve bottlenecks swiftly while making strategic decisions for the future. One noteworthy solution in this realm is Syrve, which offers clients an expansive range of over 200 business metrics to moni- tor. These metrics include labour and energy costs, revenue, stock levels, wastage, and purchases. By analyzing this comprehensive data, restaurant management gains invalu- able visibility into their operations, enabling them to identify the most profitable dishes, predict busy periods, and strategically schedule staff to meet demand effectively. To ensure a seamless experience, Syrve can be integrated with other software and systems commonly used by businesses, including CRM. This integration allows for a holistic view of operations, leveraging real-time data to shape critical decisions related to funding, investments, and expan- sion plans. Face and finger ID Another possible way to strengthen a res- taurant's performance is by implementing FaceID, an advanced identification system that utilizes facial recognition algorithms. By matching the facial nodes of individu- als with saved images in the database, this cutting-edge technology ensures secure access control. Additionally, an alternative version utilizing fingerprint recognition is also available. These systems can enhance employee discipline. They allow for tracking team attendance, promptly identifying members who arrive late or engage in activities that deviate from corporate policies. Moreover, face or fingerprint ID is a robust safeguard against data or financial theft. Critical system functions can be configured exclusively through facial identification, limiting access to top management or specifically authorized employees. This additional layer of security ensures that only individuals with unique biometric data can enter designated areas or perform vital operations, mitigating the risk of unauthor- ized access and potential breaches. RESTAURANT TECH TRENDS TO WATCH TO ENSURE A SEAMLESS EXPERIENCE, SYRVE CAN BE INTEGRATED WITH OTHER SOFTWARE AND SYSTEMS COMMONLY USED BY BUSINESSES, INCLUDING CRM.” Alex Ponomarev, the CEO of Syrve MENA
58 AUGUST 2023 | HOTELNEWSME.COM F&B FOCUS HCNME I n the competitive restaurant indus- try, franchising has long been consid- ered a recipe for rapid expansion and increased brand visibility. However, Swiss Butter, a rising force in the global restaurant scene, is charting its own course. Instead of franchising, Swiss Butter is building an authentic bond with its customers and preserving its core values through a carefully curated company-owned expansion strategy. And it's working. Swiss Butter operates across 11 locations, with 15 ad- ditional venues planned in 2024 and 29 in 2025. At the helm of Swiss But- ter's expansion is CEO and Founder Eddy Massaad. Eddy met with us to discuss four anti-franchising tactics that Swiss Butter has unwa- veringly committed to in its growth phase: Steady pace Swiss Butter's self-sufficient stance does not mean they are resistant to growth. Instead, their expansion strategy revolves around controlled and sustain- able development. This measured approach has seen a 100% increase in successful venues opening during 2023 and a further 100% increase in venues scheduled to open in 2024. Massaad says, "We're not sprinters; we're marathon runners. We're commit- ted to preserving the Swiss Butter experience over the long haul." By eschewing franchising in favour of authenticity and long-term brand value, Swiss Butter is carving its path to success in the restaurant industry at a consistently steady pace. Quality and Location Con- trol The Swiss Butter brand is known as a local, friend- ly neigh- bourhood steakhouse with a cult following of over 150,000 followers on social media. It has become a trusted, lo- cally focused brand that communi- ties know and love. Massaad ex- plains, "Franchising while appealing for rapid expan- sion, comes with its fair share of pitfalls. Discrep- ancies across outlets can start to surface, tarnishing the brand. Another chal- lenge is that franchisees often prioritise short-term profits over our long-term vision, which could lead to cost-cutting measures that further compromise the customer experience." Swiss Butter restaurants are carefully located in various cities, and Massaad personally researches each location to ensure that the Swiss Butter offering is well received. Avoiding failed restaurant business- es that fell victim to the perils of rapid expansion without consideration for locational viability, Mas- saad undertakes thorough market research before choosing the locations. The X factor (Your USP) The secret to Swiss But- ter's success lies in sim- plicity. Instead of trying to be everything for everyone, Swiss Butter focuses on a small, carefully curated menu executed perfectly every time. This provides a reliable experience that diners have come to trust. Swiss Butter's signature sauce, made up of butter and 33 different herbs and spices, is a well-kept secret that will never change. Massaad states, "Our brand ethos is rooted in delivering the Swiss Butter experience – an experience prioritising customer happiness. The simplicity of our offering (Beef, Chicken, Salmon), served with our Swiss But- ter sauce, creates a unique dining experience focused on delivering happiness through simplicity. The key ingredients in the brand's X factor are the commit- ment to quality and the secret Swiss Butter recipe." Organisational Structure Massaad is committed to overseeing a reliable man- agement team instead of los- ing control over operations, which could happen with a franchise business model. He values long-standing staff reporting to him weekly, ensuring that Mas- saad's high standards are maintained, and everyone remains on the same page. The brand's people culture is also constantly nurtured to provide a devoted and loyal team. Instead of fran- chising, Swiss Butter occa- sionally partners at the local level, handpicking partners who align with the brand's values and understand the Swiss Butter ethos. In comparison, franchis- ing opens the brand to the risk of legal disputes with franchisees, which can be costly and damaging to the brand's reputation. Massaad emphasises, "Disputes at the franchisee level can signifi- cantly damage the brand's reputation, eroding cus- tomer trust and happiness. While franchising might seem attractive on the sur- face, it doesn't always serve the best interests of our brand or, more importantly, our customers. We consider ourselves the guardians of our brand. We don't merely operate; we nurture, pro- tect, and preserve the Swiss Butter experience." Swiss Butter's approach reflects a broader shift in focus from short-term profits to building long-term brand value. "As we continue to grow, we promise to stay true to our roots, to the Swiss Butter experience that our customers know and love." SWISS BUTTER'S SECRET SAUCE Prioritising Authenticity over Franchising BY EDDY MASSAAD, CEO AND FOUNDER, SWISS BUTTER
59 HOTELNEWSME.COM | AUGUST 2023 O ver the past few years, there have been fewer industry events where "sustain- ability" didn't prominently feature on the agenda. It all began with terms like "going green," and it swiftly evolved into more technical aspects involving solar cells, heat pumps, and carbon- neutral operations. To some extent, we can pat ourselves on the back as hotel and restaurant operations have become greener, more en- vironmentally friendly, and more sustainable. However, the bigger picture appears quite grim. Scientists are now warning us about what July 2023 hinted at: we are likely to exceed the 1.5-de- gree warming of the globe and at a faster rate than even pessimistic predictions initially suggested. While this may not be solely our industry's fault, like all other entities and individuals on Earth, we will have to cope with the consequences. While we are still focusing on saving a few more currency units in electricity costs or reducing food waste by a few more percentage points, key tour- ist destinations in Greece, Spain, and the US are facing wildfires. I never imagined "dealing with environmen- tal emergencies" would be on my duty manager check- list, and although I don't want to sound defeatist, it's time we consider hospitality "beyond sustainability." What does that mean? It involves evaluating our property portfolios, mar- kets, and operations while thinking about what will sadly be referred to as the "new normal" - operating in a world increasingly hostile to holidays and travel. Guest demands might shift from what we now consider the "frivolous luxury of the 1.5 degrees years" to necessi- ties like 24/7 flowing water, uninterrupted electricity, and food made from fresh ingredients. In my last column, I mentioned staying in a hotel with an obscenely oversized soap bar in the bathrooms. I'm not criticizing the soap bar, but I'm pointing out that nobody will use it in the future to judge a hotel's star rating. Instead, we will assess hotels based on what are now considered every- day amenities. The reasons people travel and stay in hotels will change in the future. There might be less "leisure" and more "escape." Travel might decrease overall as rising temperatures strain trans- portation networks and infrastructure. Guest expec- tations and requirements may change, and investment decisions and property pipelines will shift. Stun- ning scenery and opulent beaches might no longer be the primary drawing points they are now. Tomorrow's most clicked-on hotel de- scriptions might begin with phrases like "Located in a shady valley with minimum exposure to the sun and away from any forest fire hotspots and rivers." You may call me a pes- simist, but things are changing, and the ques- tion is whether we should prepare for these changes now rather than later. We're no longer talking about hy- pothetical scenarios - if you run a hotel on the Florida coast, for example, you're already facing challenges obtaining property insur- ance due to perceived risks. In fact, a university I'm as- sociated with just launched a new course called "Tour- ism and Climate Change." Today's game is about preparing for tomorrow, whatever that future may look like. Suppose you want to get a head start. In that case, I suggest looking up the "Waffle House Index" and the Waffle House's operating procedures - it's a real thing and an excel- lent example of how our industry can adapt, prepare, and become more than just consumers of resources but valuable resources them- selves. Two other terms worth familiarising with are "Blue Prosperity" and "Circular Economy," both currently more academic but con- nected to ensuring future prosperity in a changed world. As an industry, we are adept at adapting and changing, but we are also often slow, inward-looking, and reactive. We would do well to look beyond current buzzwords and concepts, preparing for our role in the coming years by refocusing and adopting a different stance and mindset towards growth, amenities, and providing hospitality. SUSTAINABILITY BEYOND BY MARTIN KUBLER, CHIEF SLOTH AT THE GLUTTONOUS SLOTH, HORECA CONSULTING WITH ATTITUDE POINT OF VIEW
60 AUGUST 2023 | HOTELNEWSME.COM T he Hospitality industry in the Middle East has been one of the critical pillars of the region's GDP, and given the current travel and tourism dynam- ics, it is expected to perform well despite economic turbulence. The differentiating factor lies in the recognition of adapting to changing demands and customer expecta- tions. Whether it's the Expo 2020 held in the UAE or the FIFA World Cup in Qatar, the region has successfully hosted phe- nomenally global events to bring back the excitement in business, lifestyle, leisure, and tourism. With innovation, strategic planning, and advancements in operational tools, the Middle East is expected to con- tinue the pace in 2023 and beyond. The future is tech-forward. The industry will continue focusing on pri- oritising customer experiences, analytics, and automation because those who fail to adapt will fall behind. Whether it's chang- ing consumer preferences, a highly compet- itive environment, rising operation costs, or the impact of geopolitical events on travel patterns, the Hospitality industry faces factors beyond their control. However, with innovation leading the response strategy, the industry has successfully devised tech-enabled offerings to amp up customer experiences. Renowned hospitality players in the region have adopted tech-enabled operational tools to streamline function- ing, with many others following suit. An upward graph suggests that technology will eventually take over a sizeable segment of hospitality operations to increase the qual- ity of customer experiences. By prioritising the use of technology and innovative solutions that streamline opera- tions, reduce costs, and enhance profes- sional efficiency; it has been observed that automated guest experiences are the most HCNME TRAVEL & TOURISM CHALLENGES INTO Transforming OPPORTUNITIES BY THOMAS KURIAN, HOTEL MANAGER, LEVA HOTELS
61 HOTELNEWSME.COM | AUGUST 2023 TRANSFORMING CHALLENGES INTO OPPORTUNITIES preferred technology upgrade for hotels in the region. Also, to further enhance person- alised guest experiences, employee training and upskilling are going to be an integral part of the roadmap. By implementing automated check-in systems, energy-saving technologies, reputation management, and other hospitality management software, the industry has bounced back from the vulner- able economic conditions to significantly reduce costs and free up resources for other areas of the business. As the IoT (Internet of Things) keeps growing, some lasting and future-proof solutions seem to be in the making for the industry. Exploring markets and partnerships The Hospitality industry has always dealt with the demand-supply equation; however, in recent times, it has had to meet competi- tive pricing caused due to oversupply. With lower profit margins and tough to retain client loyalty, brands have conceptualised novel partnerships that amalgamate to serve well. By eliminating unnecessary ex- penses and streamlining processes, hotels can improve their operational efficiency and provide the best experiences to guests. Market trends can be capitalised on by liaising partnerships and offerings to stay in tune with the preference tides. The increas- ing demand for experiential travel, rising interest in sustainable tourism, and the growth of midscale hotel brands in emerg- ing travel destinations such as Saudi Arabia are driving high-value bookings. Without a doubt, the Meetings, Incen- tives, Conferences, and Exhibitions (MICE) deserve noticeable growth, with the UAE and Dubai specifically being a global hub for business and innovation. An impressive 67% of hotel operators in Dubai have been able to transform their business in the last three years with technology uptake and MICE partnerships. The world fair pavilions are attracting industry experts from far and wide, keeping major hotel properties busy throughout the year. Sustainability is the new backbone With the UAE declaring 2023 as the 'Year of Sustainability,' several businesses across sectors have woken up to the mindful use of resources, including Hospitality. Sustain- ability now is a responsible business as hotels and F&B gear up to offset carbon footprint aligned with other efforts to keep their properties attractive to global audi- ences. Around sustainability revolves the economic climate that helps the industry stay afloat. Efforts to stay green and inclu- sive will matter only when they comple- ment calculated business moves. The idea is to provide high-end experiences, remain cost-competitive, deliver exceptional consumer experiences, maximise efficiency, and minimise waste. With the integration of sustainability increasing in necessity, efforts directed towards environmental protection and conservation of natural re- sources have become open secrets to build a resilient hospitality industry. The global pandemic was an eye-opening experience that compelled both industries and consumers alike to rethink their choic- es. Unsurprisingly, a major section of the consumer base is the younger generation, who are compelling operators to embrace sustainable practices to remain relevant. The Sustainable Travel Report 2023 released by Booking.com confirmed that 80% of survey respondents feel travelling more sustainably is important to them, with 76% reporting that they want to travel more sustainably over the next 12 months. De- spite these good intentions, however, 44% of travellers say that they don't know where to find more sustainable tourism options. Therefore, climate change, food waste, inclusivity, and responsible consumption of resources; the call for sustainability and social impact is real. The hospitality industry is known to be one of the largest energy and water con- sumers and generates significant amounts of waste. On the other hand, it is dependent on the natural environment, which is an integral part of the ecosystem that creates a tourist destination. There's an inherent risk that can harm the very foundation that the hospitality industry has been built upon. Considering the damage done, we'll never do enough to fully embrace sustainability until it becomes the very DNA of our opera- tions, strategy, and planning. Systems like wastewater management that are already in place for a water-scare section of the world need to be amped up further to leave no further scope of wastage. Drinking water is a crucial resource that needs immediate attention. Reducing its packaging in plastic bottles and turning to reusable glass bottles is an effective way to reduce waste genera- tion. Additionally, recycling food waste, segregation of degradable and non-degra- dable waste, and harnessing the power of solar energy (that the region is blessed with in abundance) are worthy investments in reducing environmental impact. It's all about finding creative solutions and ways to optimise operations and streamline costs while still providing a premium customer experience.
62 AUGUST 2023 | HOTELNEWSME.COM R unning a thriving hospital- ity business is an incredibly fulfilling endeavor, espe- cially when the entrepre- neurial spirit flows through the veins of an entire family. Although family-owned businesses come with their fair share of challenges, they also offer numerous benefits. The success of a hospitality business hinges on various factors, and when it is run by a family, an added layer of dedication and ingrained family values emerges, resulting in the best outcomes for the hotel, its staff, and its guests. Research shows that approximately 70% of family-owned businesses fail or are sold before the next genera- tion takes over operations. However, with the right approach, there is a significant opportunity for growth in the business. From hard work and unwavering determination to effective communication and adaptability, there are several elements involved in run- ning a renowned family-run hospital- ity business and ensuring its success. Let's delve into a few of these critical factors: Determination and Commitment Operating a family business, particu- larly in the hospitality sector, demands unwavering commitment and dedica- tion. The collective efforts put in by the family members play a direct role in the business's success. Families always strive to go the extra mile to ensure guest satisfaction because they share a common sense of responsibil- ity. Running a business as a family often entails long hours, personal and professional compromises, substantial investments, and unwavering com- mitment. These are the elements that pave the path for long-term success. Strong Communication and Team- work Effective communication and team- work serve as the strong pillars of any successful business. Open and honest communication helps resolve conflicts and misunderstandings, mitigates po- tential risks, addresses challenges, and ultimately enables informed decisions that benefit the hotel. Regular family meetings foster effective communi- cation and cultivate a positive work en- vironment. Recognizing each other's strengths and weaknesses empowers seamless collaboration, thereby pro- moting teamwork. Long-Term Vision Family-owned hotels are often built with a long-term vision, aiming to carry the business forward for the next generation of family leaders. To effectively own and operate a hotel as a family, a clear plan for the future, extending beyond immediate profit- ability, is crucial. Proactive planning for expansion and growth allows hotels to thrive in the long run. Hands-on Management and Custom- er Understanding Being hands-on and proactive in managing the hotel as a family is an essential characteristic needed in the fast-paced hospitality industry. Run- ning a family-owned hospitality busi- ness is far from easy and presents its own set of challenges. Active involve- ment in day-to-day operations ensures that every family member gains a deep understanding of hotel dynam- ics, daily operations, and guest needs. Prioritizing customer satisfaction by tailoring experiences to their needs is equally important and contributes to the hotel's success in the eyes of its customers. Healthy Balance Between Family and Business Running a family-owned business can sometimes blur the lines between personal and professional lives. Estab- lishing healthy boundaries and striking a balance between work and personal life fosters a healthy work-life equilib- rium, ensuring the well-being of both the family and the business. Adaptability and Flexibility The hospitality industry operates at a rapid pace and is constantly evolving. Adapting to the latest market trends, embracing innovation, and maintain- ing flexibility enable hotels to stay ahead of the game and maintain a competitive edge. In conclusion, running a hospital- ity business as a family is a powerful undertaking that requires dedication, effective communication, long-term vi- sion, hands-on management, customer understanding, work-life balance, adaptability, and flexibility. BY RAJ SHETTY, FOUNDER OF RAMEE GROUP A HOSPITALITY BUSINESS AS A FAMILY WHAT IT TAKES TO RUN HCNME POINT OF VIEW