Hotel & Catering
Page 1 / 68
DET'S DUBAI GASTRONOMY INDUSTRY REPORT SHOWCASES THE CITY'S INCREASING PROMINENCE AS A TOP GLOBAL CULINARY DESTINATION 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 FEBRUARY 2024 | HOTELNEWSME.COM NEWS Middle East DUBAI A GLOBAL GASTRONOMY HUB
Until 29 March 2024 SAVE UP TO 25% BOOK ON FAIRMONT.COM
On Arabsat Badr 26° East For more info, contact: hotels@tv5monde.org travel.tv5monde.com © Agence 17 mars
travel.tv5monde.com Add a touch of lifestyle to your TV network! The #1 destination for premium entertainment "en français" Subtitled in Arabic © Adobestock - Istockphoto
6 FEBRUARY 2024 | HOTELNEWSME.COM IN THIS ISSUE 22 START-UPS & ENTREPRENEURSHIP ELAF PATEL’S HAPPY ACCIDENT Sugargram, a locally cherished premium dessert gifting brand, has stolen the hearts of sweet enthusiasts since its inception in 2019 26 EXCEPTIONAL GASTRONOMY LARGEST-EVER GULFOOD The most extensive edition in nearly three decades, featuring over 5,500 global F&B companies 30 F&B FOCUS UNDER THE FIERY GLOW OF BBQS AND STEVE HARVEY Abu Dhabi gears up for the world’s first Open Fire Food Festival, spearheaded by Steve Harvey 32 GM FOCUS STEERING RADISSON RIYADH AIRPORT TOWARDS SUCCESS Amir Ataya's tenure as the General Manager of Radisson Hotel Riyadh Airport is a testament to his distinguished career in the hospitality industry 34 COVER STORY DUBAI, A GLOBAL GASTRONOMY HUB DET's Dubai Gastronomy Industry Report showcases the city's increasing prominence as a top global culinary destination 42 MOVERS & SHAKERS MEET JULIEN PILARD COO of 111 MANAGEMENT 44 TRAVEL & TOURISM THE WORLD'S BEST NEW LUXURY HOTELS Suppose you are looking for the most luxurious hotels to visit this year. Luxury Travel Intelligence (LTI), a global, members- only organisation offering digital reports for wealthy travellers seeking informed travel decisions, has ranked the best new luxury hotels around the world 50 CHAIN FOCUS LUXURY HOSPITALITY AT RIXOS PREMIUM SAADIYAT ISLAND With over three decades of unparalleled expertise in the hospitality industry, Burcak Orak is a seasoned leader whose visionary approach has redefined luxury hospitality 54 F&B FOCUS PERUVIAN SPIRIT WITH JAPANESE PRECISION When the sun goes down, Peruvian fusion awaits at Above Eleven 62 POINT OF VIEW LEVERAGING DATA ANALYTICS to Optimise Hotel Occupancies During Tourist Seasons 66 POINT OF VIEW RAMADAN AND EID 2024 at Millennium Plaza Downtown Dubai 64 THE BUSINESS OF A COMMERCIAL STRATEGY NAVIGATING THE SHIFTING TIDES
The rind of Livarot has a typical barnyard aroma, but the taste of its paste is relatively mild with warm milk flavors. The texture is soft and yielding and the rind is grainy. This is a cheese full of character with a taste that becomes strong with maturity. We adore it with sweet capsicums and a fresh baguette tartine! Saint Félicien Livarot Bleu d'Auvergne What type of Cheese are you? Intense and balanced, we love it for its aromatic taste, its aromas of wild mushrooms, cream and undergrowth. Its strong taste is well balanced with fresh herbs like rosemary and pickles. Creamy, delicate and soft since the pate can almost become runny. The optimal flavour of this creamy, buttery and nutty cheese can reveal while paired with red berries and red cherry tomatoes. 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 the European Research Executive Agency (REA). Neither the European Union nor the granting authority can be held responsible for them. @Anne Kerouedan - Cniel
8 FEBRUARY 2024 | 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 CREATIVE LEAD Christian Harb chriss@bncpublishing.net 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 2024. 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
FACEBOOK.COM/CBNME @CBNME CONSTRUCTION BUSINESS NEWS ME WWW.CBNME.COM Recognising the achievements of the real estate giants in the Middle East! | JANUARY 31ST | Venue: TBC Gold Partner FOR NOMINATIONS VIBHA MEHTA +971 58 6314145 vibha@bncpublishing.net FOR SPONSORSHIP OPPORTUNITIES JOAQUIM D’COSTA +971 50 440 2706 jo@bncpublishing.net
SUITE TREAT Step into a world of opulence when you book a Suite at Raffles Doha. Experience the added luxury of QAR 750 credit to spend on dining in the hotel, and QAR 500 towards any Spa treatment. Children aged 12 and below are welcome to indulge in the enchantment of complimentary dining. Rates starting from QAR 3,500 per night For reservations, please call +974 4030 7100 or email reservations.doha@raffles.com Raffles Doha, Iconic Towers, Marina District, PO BOX 4747, Lusail, Qatar
12 FEBRUARY 2024 | HOTELNEWSME.COM I had the pleasure of sitting down with Marriott International's COO recently. We spoke about many things; one thing that came to mind as I wrote this note was our conclusion about making it in this business: if you want to succeed in hospitality, you must love people. Of course, it is much more complex than just this one thing. But this one thing is the golden thread to it all. I have found this to be the one essential truth that continually reveals itself: success hinges on a passion for culinary curiosity and excellence and a deep-seated love for people. Beyond the details of menu planning or table setting lies the fundamental understanding that the heart of hospitality beats in the connections made between host and guest. Whoever interacts with guests more frequently is most responsible for forging those connections (and it's not the executives; it's the valet, receptionist, wait staff, etc). This is an industry where every interaction is an opportunity to create memorable experiences. Therefore, the importance of hiring individuals who genuinely love people cannot be overstated. Everything else can be taught, but having a natural affinity for people and a sincere desire to make others feel welcomed, valued, and cherished cannot. Now, I know this is no easy task for organisations, and I understand that this job is hard, and people can be challenging to deal with, so I salute everyone who works in this field, but I have to say those extra- special individuals all over this region who are driven by their love for people, make me a better guest. In this issue, we highlight DET's latest Dubai Gastronomy Industry Report, underlining the city's growing status as a leading destination in the global culinary landscape. We speak to a few general managers about steering success in newly booming regions, Ramadan and EID 2024 plans, what it takes to maintain luxury hospitality, and how Peruvian fusion is retaining guests. We also give you all the information you need for this year's biggest-ever Gulfood event straight from Mark Napier, Vice President of DWTC. Follow the sweetness of Sugargram's success story with Founder Elaf Patel, list the world's best new luxury hotels for you to visit in 2024, and much more. As always, this is me signing off with my monthly love letter to the industry; I hope somewhere in between these pages, you find value, inspiration, a new place to visit, or functional strategic insights to try. EDITOR’S NOTE HCNME Must love people SEYMONE L MOODLEY EDITOR-IN-CHIEF seymone@bncpublishing.net Seymone Leigh Moodley seymonemoodley
A new global chapter is unfolding in the future of food. It’s time to innovate for a more sustainable, thoughtful, and brighter future for the entire F&B ecosystem across the world. THE LARGEST ANNUAL F&B SOURCING EVENT IN THE WORLD 19-23 FEB 2024 DUBAI WORLD TRADE CENTRE A T G U L F O O D . C O M REGISTER TODAY REAL TALENT REAL VALUE REAL BUSINESS REAL FOOD REAL STORIES
16 FEBRUARY 2024 | HOTELNEWSME.COM Dorchester Collection’s hotly anticipated new opening, The Lana, Dubai, has welcomed its first dining and overnight guests. An architectural statement designed by Foster + Partners, the hotel represents the ultimate expression of trusted hospitality and elevated living, offering 225 rooms and suites and eight new dining concepts; including four that have been created with three of the world’s most celebrated chefs. The hotel’s sophisticated interiors have been designed and executed by the famed Parisian duo, Gilles & Boissier and incorporate a carefully curated section of more than 50 art pieces, commissioned by local and global artists. The Lana will also be home to the first Dior Spa in the UAE, set to open in April 2024. DORCHESTER COLLECTION OPENS FIRST HOTEL IN THE MIDDLE EAST OPENINGS & LAUNCHES HCNME UNVEILING THE UAE’S MOST ANTICIPATED RESORT ANANTARA MINA AL ARAB RAS AL KHAIMAH RESORT IS NOW OPEN Anantara Mina Al Arab Ras Al Khaimah Resort has opened its doors in the UAE, bringing eco-luxury to Ras Al Khaimah. Situated on a private peninsula with golden sands and natural mangroves, the 174-room resort’s setting is unrivalled in exclusivity, tranquillity and luxury, featuring lush gardens, an infinity pool and a natural mangrove sanctuary, all with a backdrop of the majestic Hajar mountains and views of the Arabian Gulf.
17 HOTELNEWSME.COM | FEBRUARY 2024 This marks the opening of the second Radisson Individuals hotel in the Middle East, further solidifying the Group's growing footprint in the region and Saudi Arabia, with a portfolio of 43 hotels in operation and development in the country, and five hotels in the city of Jeddah. Arada has announced the launch of sales at a new ultra-luxury landmark in Dubai, Armani Beach Residences at Palm Jumeirah, in partnership with Armani/ Casa Interior Design Studio and Tadao Ando. Enjoying sweeping, panoramic views of the Arabian Gulf as well as Dubai’s famed skyline, Armani Beach Residences at Palm Jumeirah is designed to achieve harmony between architecture, the surrounding seascape and the senses. Designed by Tadao Ando, Armani Beach Residences at Palm Jumeirah features the Japanese Pritzker-Prize-winning architect’s longstanding emphasis on the association between nature and architecture, and is located on the outer crescent of the iconic manmade islands in Dubai. RADISSON HOTEL GROUP OPENS FIRST RADISSON INDIVIDUALS IN SAUDI ARABIA ARADA, THE ARMANI GROUP AND TADAO ANDO BRING A NEW STANDARD OF DESIGN-LED ULTRA- LUXURY TO DUBAI OPENINGS & LAUNCHES
18 FEBRUARY 2024 | HOTELNEWSME.COM NEWS & APPOINTMENTS HCNME Al Faisaliah Hotel, one of the most sought-after addresses in Saudi Arabia, has officially rebranded as Mandarin Oriental Al Faisaliah, Riyadh. This marks Mandarin Oriental Hotel Group’s debut in the Kingdom, bringing the brand’s prestige and legend- ary service to a landmark in the heart of Riyadh. The Ministry of Tourism in Saudi Arabia has signed a strategic partnership with Accor, a world leading hospitality group, dedicated to nurturing and developing Saudi talent within the hospitality industry. Through the “Tamayyaz by Accor” program, the collaboration seeks to offer fresh graduates and talented individuals a clear path for career advancement, expedite nationalization by identifying essential roles in each department, cultivate internal talent, implement onboarding programs, and design career growth plans. Upon completing the 6-month program, 256 trainees will be employed in their preferred departments within the hotels. ACCOR AND MINISTRY OF TOURISM JOIN FORCES TO EMPOWER 256 SAUDI TALENTS THROUGH “TAMAYYAZ BY ACCOR” AL FAISALIAH HOTEL OFFICIALLY REBRANDS AS MANDARIN ORIENTAL AL FAISALIAH, RIYADH
19 HOTELNEWSME.COM | FEBRUARY 2024 NEWS & APPOINTMENTS Following the announcement of their strategic collaboration with Marriott International in November 2023, WOW Resorts, a premium resort and residential developer, unveiled the JW Marriott Residences & JW Marriott Al Marjan Island Resort, on Al Marjan Island, one of the Northern Emirate’s premium tourism, business and investment destination. Al Marjan Island will be the home to the first JW Marriott branded residential property in the GCC. This extraordinary development, with an estimated value of AED 4.8 billion, will be ready for handover by 2026. The JW Marriott Residences & JW Marriott Al Marjan Island Resort will stand as a beacon in Marriott International’s residential portfolio. WOW RESORTS INAUGURATES AED 4.8 BILLION JW MARRIOTT RESIDENCES & JW MARRIOTT AL MARJAN ISLAND RESORT IN RAS AL KHAIMAH AT A GRAND CEREMONY Based in Dubai, Tim Cordon has been instrumental in steering the MEA region towards remarkable growth and success. With this promotion, Cordon will also take the helm of the SEAP region, bringing his wealth of experience and strategic insight to one of the Group’s fastest-growing areas. Under his leadership, the SEAP region, with over 60 hotels currently in operation or under development, is set for substantial expansion, reflecting the Group’s focus on increasing its presence in key growth markets. RADISSON HOTEL GROUP EXPANDS TIM CORDON’S ROLE TO CHIEF OPERATING OFFICER FOR SEAP ALONGSIDE MEA JW Marriott branded residential property, Al Marjan Island
Recipes, food photography and food styling by TheKateTin.com Mixed Vegetable Butter Terrine Prep time: 20 minutes (plus chilling time) Cook time: 0 Serves: 4-6 Ingredients 200g radishes, spring onions, chillies, fennel etc. 500g unsalted butter, diced and at room temperature To serve Handful of fennel fronds 6 sourdough slices 1 tsp flaky sea salt Method 1 Prepare the vegetables, topping and tailing them. Wash and thoroughly dry them. 2 In a bowl of an electric mixer fitted with a paddle attachment, cream the butter until light and fluffy. 3 Line a loaf tin 15cm x 8cm with baking paper and spread ½ of the butter in the base of the tin, press the vegetables into the butter, cut-side up. 4 Spread the other ½ of the butter over the vegetables. Tap the loaf tin on the counter to get rid of any air pockets. 5 Refrigerate or freeze for 4-6 hours or until set. 6 When ready to serve, remove from the tin and use a sharp knife to cut the terrine into 1cm thick slices. 7 Press the fennel fronds into any open spaces and serve with fresh bread and flaky sea salt. 20 JANUARY 2024 | HOTELNEWSME.COM
21 HOTELNEWSME.COM | FEBRUARY 2024 Did you eat your veggies? T he temptation to consume more of the irresistible vegetables is courtesy of the chefs’ dedication to coming up with more innovative plant-based dishes and of the diners willing to experience the goodness. Packed with nutrients, the food trend is also the diners’ way to reduce their carbon footprint, as they indulge in a meal. There’s also the whole movement of using whole vegetables and hence reducing food wastage — yes, don’t be afraid to use the stems and stalks, eat them! With the growing popularity of incorporating more vegetables into Tasteful Trends with Butter of Europe ... one’s diet, no wonder there is been a rising interest in how French butter can complement the greens on your plates. After all, everything delish begins and ends with a scoop of butter. Just a few extra percentage points of the fat content in butter can make a world of difference in flavour and texture. French butter provides richness and enough versatility for use across a wide range of cooking techniques. Thaw, and stir…with vegetables and you’ve got a powerful flavour accent at your disposal. The range of possibilities is limited only by your imagination. The content of this media represents the author’s point of view only and is the sole responsibility of the author. The European Commission is not responsible for any use that may be made from the information contained herein.
22 FEBRUARY 2024 | HOTELNEWSME.COM S ugargram, a locally cherished premium dessert gifting brand, has stolen the hearts of sweet enthusiasts since its inception in 2019. What initially began as a novel idea centred around bite-size cupcakes has blossomed into a diverse array of delectable delights. From indulgent bonbons to artisanal gummies, from heavenly cookies to celebratory and tin cakes, Sugargram delights in offering a wide selection of treats, all crafted with an unwavering dedication to using the freshest and finest quality ingredients. The brand has redefined the art of gifting, presenting an extensive range of irresistible sweets that span the spectrum from crumbly to creamy. Each treat is thoughtfully packaged in charmingly quirky and playful designs, adding an extra touch of joy to every delightful indulgence. Elaf Patel, the creator behind these heavenly confections, has always had a passion for all things sweet. However, it was her genius in branding and marketing, coupled with her affinity for crafting delectable desserts, that garnered Sugargram's success and her recent win as the YOUNG F&B LEADER award at the esteemed 2023 Leaders In F&B awards. In the delectable world of desserts and con- fectionery, Elaf brings a fresh and flavorful twist. With a Communications and Media Studies background, Elaf's journey into the F&B industry was initially driven by her fas- cination with the renowned reality TV series "Cake Boss." However, after delving into the actual hustle of a commercial kitchen, she found her true calling lay in the branding and marketing realm. Combining her passion for pastry with her expertise in marketing, Elaf birthed Sug- argram, a brand that epito- mises sweetness in every sense. "If I had to define my love language, it would be Sugargram!" she exclaims. Inspired by a desire to create premium dessert gifting op- tions, Sugargram emerged as a vibrant expression of love bundled up in pink bags with ribbons. Before Sugargram, Elaf navigated through Journal- ism and Communications HCNME START-UPS & ENTREPRENEURSHIP Elaf Patel’s HAPPY ACCIDENT "IF I HAD TO DEFINE MY LOVE LANGUAGE, IT WOULD BE SUGARGRAM!"
23 HOTELNEWSME.COM | FEBRUARY 2024 ELAF PATEL’S HAPPY ACCIDENT ELAF PATEL, Founder, Sugargram
24 FEBRUARY 2024 | HOTELNEWSME.COM roles, acquiring diverse skills and experiences that laid the foundation for her entrepreneurial journey. Drawing from her background, Elaf recognised the gap in the market for personalised dessert gifting and seized the opportunity to fill it with Sugargram's delightful offerings. The initial concept of Sugargram revolved around high-quality cupcakes packaged in cute, customisable boxes. However, as the brand evolved, so did its offerings. From introducing artisanal bonbons to experimenting with new dessert ideas like Tin(y) Cakes, Sugargram continued to innovate and surprise its customers. Like any startup, Sugargram encountered its fair share of challenges, par- ticularly in customer service during the early days. Elaf handled customer queries and complaints personally, navigating the maze of discontent with grace and determination. Over time, she built a dedicated team to manage customer care, streamlining operations for efficiency and effectiveness. Despite the challenges, Sugargram experienced significant support from the public, propelling its success through word of mouth and media attention. Elaf attributes much of this success to the unwavering support of her family, friends, and loyal customers, who became brand advocates. Central to Sugargram's identity are its core values of sweetness, whimsy, and celebration. Elaf emphasises that everything the brand does must align with these principles, ensuring a consistent and delightful customer experi- ence. In the competitive landscape of sweets and gifting, Sugargram stands out with its commitment to quality, innovation, and consistency. Looking ahead, Elaf is excited about the brand's retail expansion plans in 2024, envisioning a retail experience that encapsulates everything Sugargram represents. Reflecting on her journey, Elaf acknowledges the importance of mentorship and support from strong women who have guided and inspired her. With a vision to become a household name synonymous with bite-size cupcakes, Elaf is determined to take Sugargram to new heights of success, one sweet treat at a time. HCNME START-UPS & ENTREPRENEURSHIP LOOKING AHEAD, ELAF IS EXCITED ABOUT THE BRAND'S RETAIL EXPANSION PLANS IN 2024, ENVISIONING A RETAIL EXPERIENCE THAT ENCAPSULATES EVERYTHING SUGARGRAM REPRESENTS.
26 FEBRUARY 2024 | HOTELNEWSME.COM T he Dubai World Trade Centre (DWTC) has recently announced the upcoming edition of Gulfood, which is set to take place from February 19th to 23rd, 2024. As the largest annual food and beverage sourcing event globally, Gulfood remains the gold standard for the F&B community worldwide. This year's event boasts a record-breaking 5,500+ exhibitors and visitors from over 190 countries, occupying an impressive footprint across 24 halls. International policymakers and F&B industry leaders have their sights firmly fixed on global food systems and how they can be transformed to feed an ever-growing global population while simultaneously building resil- ience and mitigating the impacts of climate change to avoid future crises. Innovations in ag-tech (a market set to almost double in size between now and 2030), the in- creasing use of AI in food production, reducing food loss and waste (which currently accounts for over a third of global food production), public-private partnerships, and LARGEST-EVER GULFOOD HCNME EXCEPTIONAL GASTRONOMY The most extensive edition in nearly three decades, featuring over 5,500 global F&B companies
27 HOTELNEWSME.COM | FEBRUARY 2024 investment in alternative proteins such as cultured meat can all help reduce food deprivation and feed the world through to 2050 and beyond. “Gulfood will be the first opportu- nity in 2024 for the global F&B in- dustry to convene and gain insight from some of the world’s leading food futurists into where the global food industry goes next. Gul- food will be the only platform to identify the business opportunities and forge business partnerships as the industry enters a new era, defined by paradigm-shifting technology such as AI,” commented Trixie LohMirmand, Executive Vice President of Dubai World Trade Centre. "Technology has transformed the food market from end-to-end by ac- celerating innovation and speeding the spread of trends. The next decade will see this transformation continue. Technologies like AI will accelerate our understanding of human health and influence consumer behaviour, and shifting demographic patterns will create new centres of cultural power. It's a fascinating time to look to the fu- ture of food," said Tom Cheesewright, Applied Futurist, and Inspire Confer- ence Speaker. A SHOWCASE FOR REAL FOOD, A PLAT- FORM FOR REAL BUSINESS Under the theme ‘Real Food, Real Business’, Gulfood 2024 will bring together global brands, including Agthia, Al Ain Dairy, Americana, Dil- mah, Hype Beverages, Japan Farmed Fish Export Association, JBS, Lactalis, Meat & Poultry Ontario, Monin, Tilda, Wilmar - as well as thousands of new exhibitors - to showcase authentic LARGEST-EVER GULFOOD
28 FEBRUARY 2024 | HOTELNEWSME.COM food products, ingredients, and culinary practic- es, make real business connections and seal more than USD 12 billion in commercial deals. New country pavilions, including Armenia, Azerbaijan, and Venezuela, will join them. “Ghitha Holding, a subsidiary of International Holding Company PJSC (“IHC”), which owns 55 subsidiaries, three associates and one joint venture, is thrilled to welcome the visitors and all business and government partners in the upcoming Gulfood 2024 as we see the region further boosting the economic trade between dif- ferent verticals. As Gulfood is a place where F&B businesses innovate for a brighter future, we are confident that Gulfood will be a fruitful place of collaboration and further business growth with a focus on greater sustainability across the region”, commented Falal Ameen, CEO - of Ghitha Hold- ing. BE INSPIRED BY F&B THOUGHT LEADERS The Gulfood Inspire Conference will dive into a range of trending topics, including the tech- powered future of digitalisation, trailblazing innovations, the shift from linear to circular food systems, capitalising on investment and fund- ing opportunities, and reimagining a global food system centred on food safety, security, and trans- parency. Over 200 ministers, global F&B leaders, entrepreneurs, futurists, chefs, scientists, and academia from all facets of the industry will lead a series of engaging keynotes, panel discussions, fireside chats, showcases and workshops, provid- ing insights into the future of the F&B industry and unlocking new opportunities for growth and competitiveness. Confirmed speakers across the five days include Jacob Jensen, Minister for Food, Agriculture and Fisheries, Denmark. Gary Urteaga, Founder and President of Jenesiz Capital and first investor in Nutrishake Andino (now Nutri.co), a food tech startup specialising in R&D of nutritional snacks using Andean cereals and superfoods like quinoa and amaranth. CTO & Founding Director of Nourish Ingredients - Dr. Anna El Tahchy. Global Food Futurist & Food Sci- entist - Tony Hunter; Innovation Trends Futurist - Daniel Levine; Food Futurologist - Dr. Morgaine Gaye; Applied Futurist - Tom Cheesewright; Bill McDowell, VP of the Institute of Food Technol- ogists; Dr. Miray Zaki, MD and Head of Sustainability Investments at Gulf Capital, Supply Chain Technology Expert - Erin Grover, Raymond Tham K W, Founder and MD of Mycrocell and many more. MICHELIN STAR CHEFS MAKE DUBAI DEBUT IN THE WORLD’S LARG- EST LIVE CHEF SHOWCASE Popular feature Top Table returns to Gulfood 2024 with a star- studded line-up of internationally renowned chefs showcasing traditional cooking methods, elevating authentic ingredients, and revealing the stories behind the world’s most beloved dishes. Across the five days of Gulfood, over 100 chefs will present vari- ous cuisines across a series of masterclasses and chef talks. Top names participating in the programme include Chef Alain Passard of L'Arpege, Chef Enrico Cerea of da Vittorio, Chef Joan Roca of HCNME EXCEPTIONAL GASTRONOMY
29 HOTELNEWSME.COM | FEBRUARY 2024 El Celler de Can Roca, Chef Begona Rodrigo of La Salita, Chef Mark Donald of The Glenturret and chef Pepe Solla of Sola restaurant. Home- grown talent includes Chef Akira Back of Akira Back in Dubai and Chef Vladimir Mukhin of White Rabbit Krasota in Dubai. This year's theme highlights the union of heritage and traditional culinary practices with modern, trendsetting, innovative techniques. For the first time ever, Top Table will host chefs with over 21 Michelin stars between them in one exceptional live culinary showcase. The Dubai World Cuisine move- ment, launched during the last edition of Gulfood, will also return with a series of city-wide dinner collaborations. Dubai World Cuisine provides a platform for homegrown chefs to collaborate harmoniously with culinary icons from around the world, shaping the cultural identity of Dubai and helping establish it on the world’s culinary map and bring- ing exceptional talents from Europe that will impart their legacy, heritage, and cultural richness through ancient and traditional cooking techniques, seamlessly merging them with modern and innovative approaches. We aim to bridge between the old and the new world, embracing sustainability in its culinary practices. WATCH THE CULINARY STARS OF THE FUTURE The YouthX Chef Challenge, a launch- pad for empowering promising F&B talent with a career-changing experi- ence, will also be back in an expanded, international format for its third edition at Gulfood 2024. The international grand finale of the third edition of the YouthX Challenge will pit teams from leading restau- rants and hotels in the UAE (SLS and Atlantis The Palm), Kingdom of Saudi Arabia (Four Seasons Riyadh), Kenya, and the USA against each other for a chance to win an internship at an international 3-Michelin star res- taurant. Last year’s winners recently completed a successful internship with Chef Heinz Beck at La Pergola in Rome. Gulfood has garnered interest from top brands in Dairy, Beverage (category sponsor – Al Jameel Intl.), Fats & Oils, Pulses & Grains (category sponsor – Supple Tek), Meat & Poultry (category sponsor – Sadia), Power Brands (category sponsor – Ghitha), Ready-To-Eat (category sponsor – Hungritos), Bakery (category sponsor – Prima International), and World Food, to innovate for a more sustain- able, thoughtful, and brighter future for the entire global F&B ecosystem across the world. LARGEST-EVER GULFOOD
30 FEBRUARY 2024 | HOTELNEWSME.COM F&B FOCUS HCNME A bu Dhabi gears up for the world’s first Open Fire Food Festival, spearheaded by Steve Harvey. Scheduled for February 24th to 25th, 2024, at Abu Dhabi Hill, Yas Marina Circuit, the event promises to revolu- tionise the city’s culinary landscape with the age-old tradition of open- flame cooking. Presented by MELT Middle East, a collaboration between OWS Capital and Steve Harvey Global, this ground breaking festival aims to unite UAE residents in a sensory exploration of global open-fire cooking trends. Fea- turing culinary competitions, insight- ful panel discussions, and lively coun- try music performances, attendees can anticipate an immersive experience celebrating the rich culinary heritage of diverse cultures, all under the fiery glow of BBQs. In an exclusive interview with Steve Harvey, the legendary entertainer and BBQ enthusiast shares his excitement for the first-of-its-kind Fire Food Fes- tival in the Middle East. What is it about open-flame cooking that gets you fired up? I come from a long line of BBQ pit- masters, and being from the country, that’s all we had at times, so it’s near and dear to my heart. I also want to introduce the region to American BBQ flavours. What can we expect from this first-of- its-kind Fire Food Festival in the Middle East? What we can expect is a celebration of cultures, all coming together over something that we all love, FOOD! A great way for cultures to get to know one another. And we at the Open Fire Food Festival promise to deliver some of the best food you can ever have! Why was the UAE: Abu Dhabi Hill, Yas Marina Circuit the destination of choice for this event? I personally love all the attractions on Yas Island, so I thought it was only right to bring it to, what I like to call “The family capital of the world.” I chose Abu Dhabi specifically because it’s one of the most family-oriented places in the UAE. What are you most excited about? I’m most excited about bringing some of my pit-master friends, such as Moe Cason, to the region to introduce their flavours to my favorite place in the world. What should we be excited about? Everything we have to offer there! The live music, the cooking classes, and THEFIERY GLOW UNDER of BBQs and Steve Harvey
31 HOTELNEWSME.COM | FEBRUARY 2024 UNDER THE FIERY GLOW OF BBQS AND STEVE HARVEY demonstrations, most importantly the open fire food culture from around the world. People can go a long way just for some great music or great food – and we’re bringing you both! What are your main objectives for this event? My main objective is to highlight how in- clusive of cultures the UAE is with a language that we all understand, and that’s food. I also want to see more western-style BBQs in the region. As a gastronomic enthusiast, can we expect more F&B initiatives from you, and can we look for- ward to more of these adventures in this region? I just had to look up what “gastronomic” meant. That didn’t sound like a pleas- ant thing at first. I’m looking forward to sharing this experience with you all and hopefully making this an annual world attraction. What are your key open-flame cooking techniques? My key to open-flame cooking is that “slower is better.” Like the old saying goes “good things come to those who wait.” Slow down and take care of your meat! What are your favourite meals to cook on an open flame? My favorite thing to cook on an open flame is “BOBBY-Q” most of you all know it as “Barbecue” but I’ll teach you what that is when you come to the festival! What does it take to become an open-flame master? To be an open-flame master means that you’ve changed lives through tastebuds. You’ve created memories through flavour and technique. It’s an honour to hold the title. Get ready to experience the sizzle and flavour explosion at the Fire Food Festival, where cultures unite over the love of good food and great company, guided by the passion and expertise of Steve Harvey himself. STEVE HARVEY, globally renowned TV host, film director and gastronomic enthusiast "MY MAIN OBJECTIVE IS TO HIGHLIGHT HOW INCLUSIVE OF CULTURES THE UAE IS WITH A LANGUAGE THAT WE ALL UNDERSTAND, AND THAT’S FOOD."
32 FEBRUARY 2024 | HOTELNEWSME.COM GM FOCUS HCNME A mir Ataya's tenure as the Gen- eral Manager of Radisson Hotel Riyadh Airport is a testament to his distinguished career in the hospitality industry, spanning over three decades. With a blend of North American and Middle Eastern experience, Amir has navigated luxury and mid-scale ho- tel environments with renowned chains such as Hilton, Marriott, and IHG, showcasing his adaptability and leadership skills. Reflecting on his journey, Amir highlights the challenges and triumphs encountered, particularly during the pandemic, where his experience in the Canadian and USA markets proved invaluable in reshaping local tourism strategies. Seven years ago, his transition to the Middle East brought forth opportunities to transform independent hotels into successful IHG properties, culmi- nating in accolades such as the Best General Manager Award for two consecutive years with Dur Hospitality in 2016. RADISSON RIYADH AIRPORT STEERING TOWARDS SUCCESS AMIR ATAYA, General Manager, Radisson Hotel Riyadh Airport
33 HOTELNEWSME.COM | FEBRUARY 2024 STEERING RADISSON RIYADH AIRPORT TOWARDS SUCCESS Since assuming leadership at Radisson Hotel Riyadh Airport, Amir's vision has centred on creating a culture of excellence and innovation. Within his first six months, the hotel received four prestigious awards, a testament to his adept leadership and team dedication. Building trust and fostering a sense of belonging among team members were pivotal in achieving this success, alongside a commitment to equity, diversity, and inclusion. At the heart of Radisson Hotel Riyadh Airport's appeal lies its dedication to guest satisfaction and personalised service. Amir emphasises the hotel's 'Yes I Can!' philosophy, ensuring every guest receives ex- ceptional service with genuine warmth and enthusiasm. This customised approach has cultivated a loyal following among leisure and business travellers, with many guests citing the hotel as their preferred accommo- dation choice. The hotel's unique offerings, including five swimming pools, a fitness centre, and exquisite dining options, further elevate the guest experience. Notably, Radisson Riyadh Airport has been recognised as the best mid- market hotel in KSA and the Middle East, a testament to its commitment to excellence and guest satisfaction. Looking ahead, Amir envisions Radisson Hotel Riyadh Airport as a pioneer in sustain- able hospitality, integrating eco-friendly ini- tiatives while maintaining its reputation for luxury and comfort. By embracing change and fostering innovation, the hotel aims to remain a beacon of hospitality excellence in Riyadh and beyond, setting new stand- ards for service quality and environmental responsibility. Under Amir Ataya's stewardship, Radisson Hotel Riyadh Airport continues to redefine the boundaries of hospitality, offering guests an unparalleled experience that seamlessly blends luxury, comfort, and sustainability. As the hospitality landscape evolves, Amir's unwavering commitment to excellence ensures that Radisson Hotel Riyadh Airport remains a premier destination for discerning travellers seeking a truly exceptional stay. AMIR EMPHASISES THE HOTEL'S 'YES I CAN!' PHILOSOPHY, ENSURING EVERY GUEST RECEIVES EXCEPTIONAL SERVICE WITH GENUINE WARMTH AND ENTHUSIASM.
34 FEBRUARY 2024 | HOTELNEWSME.COM HCNME COVER STORY DUBAI A GLOBAL GASTRONOMY HUB DET'S DUBAI GASTRONOMY INDUSTRY REPORT SHOWCASES THE CITY'S INCREASING PROMINENCE AS A TOP GLOBAL CULINARY DESTINATION D ubai is not just a symbol of luxury and innovation but also a gastro- nomic paradise, enticing visitors with its diverse culinary offerings. Renowned for its breathtaking skyscrapers, luxurious resorts, and bustling souks, Dubai offers a feast for the senses, transcending traditional boundaries to deliver exceptional culinary experiences. From Michelin-starred fine dining establishments to vibrant street food markets, the city's culinary scene reflects its cosmopolitan nature, blending flavours and influences from around the globe. Every dish has a story, and every bite ignites a sense. A new report released by the Dubai Depart- ment of Economy and Tourism (DET) has underlined the city's growing status as a leading destination in the global culinary landscape, with a 61 per cent surge in the amount residents are dining out and a sub- stantial increase in satisfaction with the food scene's value for money among international visitors.
35 HOTELNEWSME.COM | FEBRUARY 2024 DUBAI, A GLOBAL GASTRONOMY HUB
36 FEBRUARY 2024 | HOTELNEWSME.COM HCNME COVER STORY The second annual Dubai Gastronomy Industry Report was shared with key stakeholders across the gastrono- my ecosystem - including restaurateurs, hoteliers, and key industry specialists. The report supports the in- dustry by providing statistics and trends that recognise progress and identify key growth areas for the coming year. Dubai's gastronomy excellence aligns seamlessly with the city's broader economic vision outlined in the Dubai Economic Agenda 2033 (D33), which aims to double the size of Dubai's economy in the decade up to 2033 and solidify its position among the world's top three cities for business and leisure. The findings of the report also reflect wider recognition of the city's gastro- nomic landscape, with accolades including two restau- rants being named in The World's 50 Best Restaurants, 15 in the MENA 50 Best Restaurants and the inclusion of 90 Dubai restaurants in the MICHELIN Guide Dubai 2023, up from 69 in the previous year's edition.
00971 4 554 2146 UNOX Middleeast
38 FEBRUARY 2024 | HOTELNEWSME.COM HCNME COVER STORY “As Dubai continues to build on its reputation as a world-class gastronomic destination, immense opportunities are waiting to be harnessed for progressive and innovative stakeholders.”
39 HOTELNEWSME.COM | FEBRUARY 2024 DUBAI, A GLOBAL GASTRONOMY HUB With the overarching goal of positioning Dubai as the foremost global commercial, investment, and tourism centre, the Dubai Department of Economy and Tourism (DET) is mandated to bolster the emirate's status as a key player in the global economy and tourism sectors. Aligned with the objectives of the Dubai Economic Agenda, D33, which seeks to double the emirate's economic size and solidify its position among the top three global cities in the next decade, DET is com- mitted to enhancing Dubai's diverse and innovative service-based economy. DET spearheads initiatives to attract top global talent, cultivate a world-class busi- ness environment, and drive productivity growth, further reinforcing Dubai's appeal as a dynamic hub. Moreover, DET actively promotes Dubai's vision of becoming the premier city for living and working, show- casing its multifaceted destination offer- ings, unique lifestyle, and exceptional quality of life. As the primary authority overseeing the planning, development, and marketing of Dubai's business and tourism sectors, DET is pivotal in licensing and classifying various businesses, including hotels, tour operators, and travel agents. Its extensive portfolio comprises entities such as the Dubai Eco- nomic Development Corporation (DEDC), Dubai Business Licence Corporation (DBLC), Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT), Dubai SME, Dubai Corporation for Tourism and Commerce Marketing (DCTCM), Dubai Festivals and Re- tail Establishment (DFRE), and Dubai College of Tourism (DCT). DUBAI DEPARTMENT OF ECONOMY AND TOURISM (DET)
40 FEBRUARY 2024 | HOTELNEWSME.COM HCNME COVER STORY With Dubai's dynamic ecosystem currently boast- ing more than 13,000 restaurants and cafés, key takeaways from the report, which features surveys of both residents and international visitors, in- clude: > Growing enthusiasm for Dubai's culinary ecosys- tem, with 69 per cent of UAE residents rating the city as the world's leading gastronomy hub. > Dubai scored second overall worldwide in terms of Restaurant Density. > A 61 per cent year-on-year increase in the average number of dining out occasions compared to 2022, up from 1.8 times per week to 2.9 times per week.
41 HOTELNEWSME.COM | FEBRUARY 2024 DUBAI, A GLOBAL GASTRONOMY HUB > A substantial increase in the propor- tion of international visitors satisfied with Dubai's value for money when dining out, up from 54 per cent in 2022 to 66 per cent in 2023. > Dubai Marina, Oud Metha, and Downtown Dubai scored best among Dubai's dining destinations. Ahmed Al Khaja, CEO of Dubai Festi- vals and Retail Establishment (DFRE), commented: "As Dubai continues to build on its reputation as a world-class gastronomic destination, immense opportunities are waiting to be har- nessed for progressive and innovative stakeholders. This report explores the vibrant culinary tapestry of Dubai and provides first-hand insights into the city's remarkable gastronomic journey. The rapid expansion of the industry and the global recognition it has earned is a clear indication that the emirate's gastronomic evolution is not just a trend but a cultural phenom- enon underpinned by the myriad of cuisines and flavours drawn from the cultures of over 200 nationalities that call the city their home. "We would like to express our gratitude to all those who contribute to shaping the Dubai dining scene - their passion and dedication have been instrumental in mak- ing Dubai a global gastronomic hub." The report also highlights the significance of three of Dubai's most popular restaurants at- taining MICHELIN green stars, evidencing the city's ongoing commitment to sustainabil- ity, with plans to further align with UAE Net Zero 2050, the national campaign to achieve net-zero emissions by 2050. Looking ahead, the 11th annual Dubai Food Festival (DFF) is scheduled from 19 April to 12 May. DFF 2024 will showcase the city's ever-evolving culinary prowess and the richness, diversity, and innovation of Dubai's culinary scene through an enhanced lineup of events and activities. The fes- tival will celebrate locally originated concepts and Emirati and internation- al cuisines while highlighting Dubai's capacity to respond to worldwide trends. DFF 2024 will also recognise the contributions of chefs, culinary trailblazers, gourmet influencers, and tastemakers who consistently inspire Dubai's culinary landscape. The Dubai Gastronomy Industry Report is produced by the Dubai Festivals and Retail Establishment (DFRE) in line with Dubai's objective to further its position as a global gastronomy hub. It delivers a calendar of culinary events highlighting the city's year-round abundance of diverse, authentic, value-based, and experiential culinary experiences.
42 FEBRUARY 2024 | HOTELNEWSME.COM HCNME MOVERS & SHAKERS Meet JULIEN PILARD J ulien Pilard, Chief Operating Of- ficer of 111 Management, stands as a seasoned architect of gastronomic experiences. His story ties together with the threads of family legacy, interna- tional exploration, and a relentless passion for the art of hospitality. Born into a family of hoteliers in France, Julien’s introduction to the world of hotels and restaurants began almost four decades ago. His parents, proprietors of establish- ments in France, turned their hotel into a home. Julien’s formative years were steeped in the culinary world’s rich aromas and bustling energy. “At 12, I started work- ing with them,” Julien shares with a smile, reflecting on those early days. Little did he know that this immersive experience would lay the foundation for a lifelong journey in hospitality. At 22, he embarked on an international ex- ploration, from the UK to the lively streets of New York City and the sun-drenched locales of Cannes and St Tropez. In 2012, he moved to Dubai to join Atlantis, where he steered Nasimi Beach, the city’s pioneering beach club. The experience, he notes, was a highlight and a testament to the diversity of Dubai’s culinary scene. Following his stint at Atlantis, Julien navi- gated Dubai’s culinary landscape, steering the F&B operations at Dubai Golf Creek and Yacht Club. Later, he opened his own venture – Bistro Des Arts in Dubai Marina. “In 2021, I joined SLS Hotel for the open- ing and ran the F&B department for two years. And here I am since March 2023, managing the operation of 111 Manage- ment, Hospitality Group,” Julien shares, tracing the steps that brought him to his current role. As the COO of 111 Management, Julien’s responsibilities extend far beyond the boardroom. “Hospitality is people’s busi- COO of 111 MANAGEMENT
43 HOTELNEWSME.COM | FEBRUARY 2024 MEET JULIEN PILARD, COO OF 111 MANAGEMENT ness,” he emphasises, underlining the importance of fostering a thriving company culture. His role involves finding the right talent, providing sup- port, and ensuring the team’s success. Established two years ago, 111 Man- agement emerged as a young player in the industry, initially operating KASPIA. Today, it owns four DIFC venues and one in Al Naseem and manages two ongoing projects. Julien sees the mission of 111 Management as bringing robust brands to the market, developing their own names, and ef- ficiently operating diverse projects. His market insights, cultivated over 12 years, position him as a key player in shaping the ever-evolving hospital- ity landscape. His extensive network, honed relations with F&B maestros, and an understanding of standalone and hotel businesses contribute to 111 Management’s ascent in the hospital- ity realm. “The trend is evolving with enter- tainments, shows on stage and at the table,” he notes, shedding light on the industry’s dynamic shifts. He antici- pates the influx of renowned interna- tional F&B brands to Dubai in 2024, potentially redefining the culinary landscape once again. Beyond the boardroom and bustling kitchens, Julien shares a glimpse into his personal sanctuary. Every morn- ing at 7:30 AM (winter) and 6:30 AM (summer), he embarks on a ritual in- vigorating his spirit – cycling, running, swimming, and working out. This dedication to physical well-being has become a vital part of his routine. In both his personal and professional life, Julien lives by the mantra of humility. “Try to be as humble as I can, drop any kind of ego, avoid working with emotion, and work hard,” he reflects. This ethos and his passion for the culinary arts have propelled him through two decades of growth and learning. While Julien’s journey with 111 Man- agement is still in its early chapters, he takes pride in the relaunch of Atelier Robuchon. Acquired a few months ago, the venue underwent meticu- lous restructuring and refinement in the heart of DIFC. The journey, Julien acknowledges, is ongoing, but the team’s dedication promises a triumphant return to the F&B map. As the culinary landscape continues to evolve, Julien Pilard remains a maestro orchestrating experiences that transcend the ordinary. His tale is of unwavering passion, continu- ous growth, and a commitment to shaping Dubai’s gastronomic destiny. images courtesy of www.atelier-robuchon.ae
44 FEBRUARY 2024 | HOTELNEWSME.COM HCNME TRAVEL & TOURISM NEW LUXURY HOTELS THE WORLD'S BEST Bulgari, Rome: Having reported on luxury hotels and brands for over 12 years, we would never have envisaged that a renowned name in fine jewellery could surpass the world's leading luxury hospitality operators to create the World's Best New Luxury Hotel. But is it so surprising? Bulgari (part of LVMH) clearly understands the needs and prefer- ences of global high-net-worth clients, so why not utilise this to create exceptionally ultra-luxury hotels? With Rome, the investment in time and money is extraor- dinary, and consequently, so is the property. With upcoming resorts in the Maldives, Miami Beach, and Los Angeles, the continuing rise of Bulgari as a luxury hospitality operator is a potential game-changer and an enthralling watch. S uppose you are looking for the most luxuri- ous hotels to visit this year. Luxury Travel Intelligence (LTI), a global, members-only organisation offering digital reports for wealthy travellers seeking informed travel deci- sions, has ranked the best new luxury hotels around the world.
45 HOTELNEWSME.COM | FEBRUARY 2024 THE WORLD'S BEST NEW LUXURY HOTELS Place Vendôme, Paris: We have rarely witnessed such a low-key and discreet opening as this, but it did not evade the resourceful LTI researchers. Chopard, the renowned jeweller, has quietly created this gem of a boutique Parisian grand dame, with just 15 suites and rooms. Currently, even the hotel website only consists of a booking page. But trust; it is an extraordinary place, particu- larly if you appreciate quiet luxury. Bulgari, Tokyo: Even though it only opened in April, this could already be Japan's most luxurious hotel. Located on the penthouse floors of the Yaesu skyscraper, from the 40th floor upwards, with 98 very spacious rooms and suites (spacious is now a Bulgari hotel trademark), a seriously lavish spa, and multiple dining and drinking options, this is a true haven, high above the city's franticness. Top & Bottom Left: Bulgari, Rome Top left: Palmyard Top right: Place Vendôme, Paris Bottom right: Bulgari, Tokyo
46 FEBRUARY 2024 | HOTELNEWSME.COM HCNME TRAVEL & TOURISM Mandarin Oriental, Costa Navarino: Mandarin Oriental is one of many luxury hotel brands monitored daily by LTI. Recently named the World's Best Luxury Hotel Brand 2023, this spectacular new resort demonstrates precisely why. This is a breathtaking haven, with 99 elegantly appointed suites and villas, each providing exceptional views and abundant space while seamlessly blending traditional Messenian elements with contemporary luxury. The Peninsula, Istanbul: A lavish resort-style property with a wow factor at every turn. Spread across four buildings, there are 177 rooms and suites offering multiple layouts and categories, a classic Peninsula- style lobby, an impressive spa, plus indoor and outdoor pools. Estelle Manor, UK: This 60-acre country club and hotel nestled in Oxfordshire, perched on the Cotswolds' doorstep, is billed as a 'new school club with old school values.' Most loved is the vast choice of impressive accommodations (108 rooms and suites with more to come). Also, soon to arrive is a 3,000-square-meter Roman-inspired bath- house and spa. Top Left: Mandarin Oriental, Costa Navarino Bottom left: The Peninsula, Istanbul Bottom Center: Estelle Manor, UK
47 HOTELNEWSME.COM | FEBRUARY 2024 THE WORLD'S BEST NEW LUXURY HOTELS Six Senses, Rome: This bold project for Six Senses creates an urban wellness-focused resort and a true oasis within Rome's chaotic and magical historical epicentre. Some guest rooms and all of the suites have terraces, and the dramatic yet soothing Roman Spa sits across two floors. Raffles at The OWO, London: Another superb property fashioned from a historic landmark. This is the Old War Office (OWO), and from the moment you enter and take in the grand staircase, you can sense the immense importance of this building in its former life. Now, it hosts 120 opulent rooms and suites, nine restaurants, three bars, and a Guerlain spa. Four Seasons The Pearl, Qatar: This is slightly different from the usual Four Seasons resort, with only residential- style apartments. Each has a large bedroom, bathroom, lounge, fully equipped kitchen, and spacious terrace. Two- and three-bedroom apartments are also available, creating a real home-from-home feel, Four Seasons style. Top Center: Six Senses, Rome Top Right: Raffles at The OWO, London Bottom Right: Four Seasons The Pearl, Qatar
48 FEBRUARY 2024 | HOTELNEWSME.COM HCNME TRAVEL & TOURISM The Fifth Avenue Hotel, New York City: This is a rich, romantic, and colourful new property with an old-school vibe. There are 153 exceptionally appointed rooms and suites, each with its own personality and engaging details that make this historic man- sion feel like home. COMO Metropolitan, Singapore: Housed in COMO Orchard on Bideford Road, this marks a debut in the brand's home country. The hotel is part of an integrated, immersive experience spread over 19 floors, bringing the best of COMO hospitality, fash- ion, wellness, and cuisine into one inspiring location in the heart of Singapore. Six Senses Southern Dunes, The Red Sea: Having opened in November, this Red Sea re- sort pays homage to Nabataean architectural heritage and majestic desert surroundings. With 36 guest rooms and suites and 40 pool villas dotted among the dunes, this unique property achieves exceptional sustainability and desert hospitality standards as Saudi Arabia continues to drop its pin on the global luxury tourism map. Capella, Sydney: This is just what Sydney needs—a luxurious, mid-sized property ticking all the boxes. Capella brought The landmark heritage building alive while maintaining the heritage elements. The expansive spa also impressed us. The Dolli, Athens: Since opening, The Dolli has been a big hit with discerning, in-the-know Athenians, and it’s easy to understand why. It is chic yet informal and offers guests a comprehensive choice of individually appointed rooms, suites, and apartments. The Peninsula, London: With such an exceptional year in London for luxury hotel openings, the Peninsula stands out from the crowd. LTI makes a special mention of the care taken to perfect everything before opening.
49 HOTELNEWSME.COM | FEBRUARY 2024 THE WORLD'S BEST NEW LUXURY HOTELS Top Left: The Fifth Avenue Hotel, New York City Top Center: COMO Metropolitan, Singapore Bottom Center: The Peninsula, London Top Right: Six Senses Southern Dunes, The Red Sea Right Center: Capella, Sydney Bottom Center: The Dolli, Athens
50 FEBRUARY 2024 | HOTELNEWSME.COM HCNME CHAIN FOCUS W ith over three decades of unparalleled expertise in the hospitality industry, Burcak Orak is a seasoned leader whose visionary approach has redefined luxury hospitality. Currently serving as the General Manager of Rixos Premium Saadiyat Island, Burcak's tenure has been characterised by outstanding achieve- ments and groundbreaking initiatives. Burcak's leadership has been pivotal in steering Rixos Premium Saadiyat Island to new heights, marked by a transformative milestone with the successful launch of Club Privé by Rixos Saadiyat Island. Under his guidance, the resort has not only elevated its profile but also witnessed substantial revenue growth. Club Privé by Rixos Saadiyat Island, a testament to Burcak's innovative vision, has emerged as a sought-after retreat within the resort, offering guests an unparalleled level of personalised service and exclusive ameni- ties. In this exclusive interview, Burcak Orak shares insights into his journey, leadership philosophy, and the future of luxury hospi- tality at Rixos Premium Saadiyat Island. Why a Career in Hospitality? I chose a career in hospitality driven by my appreciation for the dynamic and fast- paced nature of the industry. I’m genuinely passionate about crafting unforgettable experiences for people. Beyond merely providing a service, hospitality involves making guests feel genuinely welcome by adding emotional touches to their stay. It's about transforming ordinary moments into lasting memories, understanding their unique needs, and offering curated experiences. Living and Working in Abu Dhabi Compared to the other emirates, Abu Dhabi has a little of everything. It’s the Luxury Hospitality at Rixos Premium Saadiyat Island
51 HOTELNEWSME.COM | FEBRUARY 2024 LUXURY HOSPITALITY AT RIXOS PREMIUM SAADIYAT ISLAND capital, and sure, while it boasts numerous businesses and towers, it manages to stay firmly grounded. Abu Dhabi is also the country's cultural epicentre, providing a hub for entrepreneurs, crea- tives, and families. Rixos Premium Saadiyat Island is a very special place located on what I believe is the most beautiful beach in the UAE. Most challenging Part of the Job The dynamic landscape of the tourism industry pre- sents a multifaceted chal- lenge and offers unique advantages. One of the most challenging aspects of my role is the need to balance various responsi- bilities and demands. This requires overseeing the hotel's overall operations, ensuring the highest ser- vice standards, managing a diverse team, and aligning the business with strategic goals. In addition, addressing guest concerns, maintain- ing operational efficiency, and staying ahead of indus- try trends require constant attention. Managing and motivating a diverse team from different back- grounds and ideologies adds another layer of com- plexity to the role. Lastly, maintaining the hotel's reputation and ensuring guest satisfac- tion is paramount, and this involves addressing issues proactively and con- tinuously seeking ways to enhance the overall guest experience. The Hotel's USP The hotel has accomplished an im- pressive feat with a repeat guest rate exceeding 30%, and this is because of our commitment to personalised experiences for each of our customers. Guest satisfaction is at the forefront of our priorities, and we witness the tangible results through these milestones and the industry accolades we've earned. Awards serve as a testa- ment to the genuine satisfaction of our guests, which deeply motivates our dedication to delivering exceptional hospitality. Club Privé by Rixos Saadi- yat Island Our brand ethos for Club Privé by Rixos Saadiyat Island is “next level of luxury.” We are committed to embodying this pledge by seamlessly blending luxury with the ultimate relaxation and delivering carefully curated experi- ences for each guest. We firmly believe that this represents the epitome of true "luxury." Club Privé villas combine the ultimate experience of serenity and privacy – the All-Inclusive All-Exclusive way. In addition, Club Privé butlers are on hand from day until night to guar- antee high-end comfort and timeless elegance throughout our guests’ stay. Club Privé residents enjoy the exclusive privi- lege of the Club House restaurant, featuring round-the-clock access to refined casual dining. Our dedicated culinary and service teams have col- laboratively crafted BURCAK ORAK, General Manager, Rixos Premium Saadiyat Island & Club Privé by Rixos Saadiyat Island UNDER HIS GUIDANCE, THE RESORT HAS NOT ONLY ELEVATED ITS PROFILE BUT ALSO WITNESSED SUBSTANTIAL REVENUE GROWTH.
52 FEBRUARY 2024 | HOTELNEWSME.COM a menu to satisfy various palates and preferences. Again, our commitment to the "next level of luxury" is not just a phrase; it's a promise. 2024 Hotel Trends As a Rixos brand, we take pride in being pioneers of the luxury “All-Inclusive All-Exclusive” concept, which aligns seamlessly with our guests' evolv- ing demands. This year, we focus on incorporating sustainability practices, leveraging advanced technologies for enhanced guest experiences, and curating innovative wellness offerings. Furthermore, our limitless concept em- powers guests to discover new freedom and possibilities through our premium product and service offerings. This includes award-winning international cuisines, stylish scenic accommoda- tions, revolutionary entertainment, immersive spa experiences, fun-packed activities for all ages, and innovative fit- ness programs at the Exclusive Sports Club. While we remain committed to following industry trends, we aim to keep pace and continue creating trends. By staying at the forefront of innova- tion, we ensure our guests enjoy an unparalleled and contemporary experi- ence at Rixos Premium Saadiyat Island. Local Culture and Traditions Our commitment to embracing local culture is evident in our hospitality at Rixos Premium Saadiyat Island. Nota- bly, our architectural design is a hom- age to Arabesque aesthetics, reflecting “One of the most challenging aspects of my role is the need to balance various responsibilities and demands.” HCNME CHAIN FOCUS
53 HOTELNEWSME.COM | FEBRUARY 2024 our dedication to incorpo- rating regional influences. From the meticulous details in construction to our profound respect for local traditions, we take pride in curating an authentic and immersive experience for our guests. Beyond our architectural tribute, we actively col- laborate with diverse local organisations and cham- pion homegrown brands across the UAE. This com- mitment to supporting local initiatives extends to our entertainment program, where we incorporate the rich heritage of the UAE. Our goal is to provide our guests with a stay and an enriching and culturally resonant experience that captures the essence of the locale. Meeting the Changing Preferences of Today's Travellers The essence of luxury is un- dergoing a transformative evolution – transcending beyond mere high-quality services to creating experi- ences that forge a profound emotional connection with our guests. At Rixos Premium Saadiyat Island, we recognise that genuine luxury is crafting endur- ing memories – simple but impactful actions like addressing our guests by name and intuitively fulfill- ing their needs with a warm and authentic smile. We are devoted to curat- ing family experiences through our Rixy Kids Club, providing holistic well- ness experiences at our Exclusive Sports Club, and delivering unforgettable dining experiences through our culinary offerings. Each detail creates memories and celebrates milestones, ensuring our guests depart with a sense of satisfac- tion and cherished mo- ments they can treasure. In this transformative era of luxury, our commit- ment is to meet and exceed expectations, creating a lasting impression on those who share their moments with us. Upcoming Developments I'm thrilled to introduce a fresh concept for our à la carte restaurants, presenting four distinctive venues offering a worldwide gastronomic adventure. Mermaid Restaurant is a luxurious beachside dining haven specialising in Medi- terranean seafood and Greek cuisine. Guests can indulge in an exceptional culinary experience complemented by the romantic vistas of Saadiyat Beach. Orient, our latest Turkish fine dining concept, invites guests on a gourmet voyage through the heart of Turkey. As a Turkish brand, this restaurant holds a special place in our hearts, show- casing the rich story of our brand heritage through food and drink. Meanwhile, L’Olivo provides a haven for Italian cuisine, offer- ing hearty favourites in a welcoming, family-friendly setting. Finally, Aja, our Asian restaurant, presents a unique teppanyaki theatre experience, adding an interactive touch to the culinary journey we offer. We look forward to delighting our guests with these diverse and enticing dining options. LUXURY HOSPITALITY AT RIXOS PREMIUM SAADIYAT ISLAND
54 FEBRUARY 2024 | HOTELNEWSME.COM HCNME PERUVIAN SPIRIT F&B FOCUS with Japanese Precision When the sun goes down, Peruvian fusion awaits at Above Eleven A bove Eleven Dubai blends Peru- vian and Japanese inspirations with a commitment to enhancing the dining journey, cocktails, and service every week. The establishment aims to attract new and returning patrons. General Manager Alex Park said, "Din- ing is an unparalleled experience." He elaborates, "At Above Eleven Dubai, our mission is to craft an extraordinary dining adventure that transcends expectations." Central to their ethos is the immersion of guests into Peru's vibrant culture, achieved through cuisine and narrative. Alex says, "We intend to spotlight Peru's diverse flavours, showcasing the fusion of Peruvian and Japanese influences in our forthcoming menu." This dedication ex- tends to their cocktail selection, designed to complement the cuisine and ignite the senses. "Through ongoing menu innova- tion, intensive staff training, and elevated service benchmarks, we aim to craft an experience that beckons guests to return week after week." Meeting Dynamic Consumer Demands Dubai's culinary scene is dynamic and driven by ever-changing consumer prefer- ences. In response, Above Eleven Dubai focuses on personalisation and creating an engaging atmosphere where service and experience take centre stage. "It's about creating an emotional connection with our 54 FEBRUARY 2024 | HOTELNEWSME.COM
55 HOTELNEWSME.COM | FEBRUARY 2024 AT ABOVE ELEVEN DUBAI, OUR MISSION IS TO CRAFT AN EXTRAORDINARY DINING ADVENTURE THAT TRANSCENDS EXPECTATIONS.” PERUVIAN SPIRIT WITH JAPANESE PRECISION guests," says Alex. "Understanding their diverse palates, we go the extra mile to exceed expecta- tions, ensuring that every visit to Above Eleven is a personalised and delightful experience." Innovative Menus and Experiences Collaborating with Peruvian Head Chef Luis Alex ensures innovation remains at the forefront of their menu development. "Our approach is not just about experimenting; it's about having fun and creating an environment where our guests can share that enjoyment," he explains. This extends beyond the kitchen to the dining experi- ence, where they continuously explore ways to enhance interaction and expand taste profiles. "Diners choose Above Eleven not just for the food but for the soulful experience and meticulous care our team provides," Alex emphasises. Future Plans and Goals With the hospitality industry constantly evolv- ing, Above Eleven Dubai remains committed to staying at the forefront of trends and innovations. "Our prime location and breath taking views al- low us the flexibility to cater to diverse markets," says Alex. To align with health-conscious trends, they prioritise using the freshest produce in their dishes, ensuring flavourful and wholesome meals. Looking ahead, their goal is to deepen engage- ment with the local community, offering a venue where guests consistently find something unique each time they visit. Above Eleven Dubai continues to set new standards in the dynamic world of hospitality, providing patrons with fresh, exciting, and unforgettable experiences that keep them returning for more. ALEX PARK, General Manager, Above Eleven
56 FEBRUARY 2024 | HOTELNEWSME.COM HCNME ALL EYES ON THE FINAL OF THE ELLE et VIRE PROFESSIONNEL CREAM CHEESE COMPETITION IN THE GCC SUPPLIER STORIES
57 HOTELNEWSME.COM | FEBRUARY 2024 ELLE et VIRE PROFESSIONNEL CREAM CHEESE COMPETITION T he final of the Elle et Vire’s Professionnel Cream Cheese Competition in the GCC was held on January 26, 2024, in strategic partnership with the award- winning International Center for Culinary Arts (ICCA, Dubai). Final- ists were judged by a prestigious jury comprising the brand’s renowned Ambassadors — chef Karim Bourgi, chef Francois Daubinet and chef Sergio Freitas of ICCA. The first challenge was a signature cheesecake, where finalists had to use Elle et Vire Professionnel American Cream Cheese. In the second challenge — a plated cheesecake dessert with a specific set of ingredients defined by chef Francois Daubinet — finalists had to use Elle et Vire Professionel Soft Style Cream Cheese. A total of six winners from KSA, Ku- wait and the UAE went head-to-head for the grand prize and the title of best chef. Followed by a cocktail party at the Bastion Restaurant Jumeirah Beach Hotel, three winners were an- nounced. The first prize of USD 5,000 was awarded to Kimberly Valeroso from Lafayette Gourmet, while Artur Sviatnenko from Zo Bakery won the second prize of USD 3,500. Finally, the third prize of USD 1,500 was awarded to Norman Mawili from LPM Riyadh. Elle et Vire Professionnel Cream Cheese Competition initiative In an effort to promote its profes- sional cream cheese range across the GCC market, Elle et Vire Profession- nel, the leading French manufacturer of creams and butters, launched the first Elle et Vire Professionnel Cream Cheese Competition in the GCC in 2023, with three rounds held in the UAE, Kuwait and KSA. Top chefs from five-star hotels, restaurant chains and bakeries took part in the competition. The first round was held at the Salon du Chocolat in Dubai, UAE, featuring the brand’s ambassador chef Karim Bourgi, chef Bernard Charles and chef Paul Hayward. Kuwait hosted the sec- ond round, which was judged by Elle et Vire Professionnel Ambassdor chef Ali Dashti, in addition to chef Ziad Hi- lal and chef Benjamin de Closets. The third round of the contest, judged by Elle et Vire Professionnel Ambassdor chef Farah Hamdane, chef Charles Azar and chef Bernard Charles, was held at Salon du Chocolat in Riyadh. The aim of the initiative was to actively involve chefs, effectively communicate the diverse usages of the brand’s products and promote talented young chefs embracing the Elle et Vire Professionnel cream cheese range. Elle et Vire Professionnel has been active in the Middle East for many years and is a major brand that offers such a wide range of cream cheese products for professionals.
58 FEBRUARY 2024 | HOTELNEWSME.COM HCNME POINT OF VIEW O ver the years, I’ve done a fair number of odd jobs in and around hotels. I once helped in a ho-tel florist getting over a hundred flower bouquets ready. I typeset and offset printed menus. I changed property management systems (more than once). I directed traffic outside the hotel during a Royal wedding. I fought lobby floods and electrical fires. I rebranded hotels. I peeled tons of po- tatoes. Until recently, one thing I had never done, though, was sales. I don’t mean “soft selling” – the kind of sell- ing you do at events and networking occasions or during trade fairs or road shows. I mean the hard and sweaty kind: Pick up the phone, call a random number, sell. Get into a car, drive to a random address, get out, sell. I had my fair share of excellent sales- people, but until a couple of months ago, I didn’t realise how much energy and how many skills selling really takes. The main reason I never dab- bled in it is because I truly didn’t think I’d be suited to sales. I love marketing. I hate sales. Or rather, I used to hate sales, because I changed my mind. The problem with sales is that it has a bad reputation for many people, because they immedi-ately think shady credit card sales calls, real estate emails, or worse, the dreaded financial advi-sors. Keep this in mind if you want to get involved in direct sales – it doesn’t matter how big or small your hotel is, how many stars it has, and that it’s maybe a tad run down: Selling is never going to be as hard as it must be for credit card/real estate/financial advice sales folks. It can still be scary. It’s not eve- ryone’s cup of tea to just pick up the phone and speak to some-one you don’t know in a winning man- ner. When I recently gave sales a go, I found this nerve-racking, and I secretly hoped that nobody would pick up the phone. Sure, that mean no sale, but it also meant not having to fumble for the right words or, worse, getting outright rejected. Here’s what I learned and why I think everyone should spend some time in direct sales: It gets easier. I fundamentally still don’t enjoy cold calling, but it doesn’t make me break out in a sweat anymore. I’m not afraid anymore if someone answers the phone. It also works. In a world of marketing emails and social media ads, old fashioned phone calls are surprisingly effective. I learned how to pitch. Sure, not in the start-up way for millions in fund- ing, but in a more eve-ryday way. I can now give you the lowdown about the product and service without overly long breaks, errs, umms, or sounding just plain weird. I also got a lot better at “reading” people simply by listening to them. I now know just about any objection possible customers could have and how to counter it and, as result, I un- ABOUT THE FOLKS IN SALES BY MARTIN KUBLER, CHIEF SLOTH AT THE GLUTTONOUS SLOTH, HORECA CONSULTING WITH ATTITUDE THE ONE
59 HOTELNEWSME.COM | FEBRUARY 2024 THE ONE ABOUT THE FOLKS IN SALES derstand audiences better. It means, that I can give better input on market- ing campaigns and even change daily operational routines that don’t align with target customers expectations. I’m more tenacious and patient now. Previously, it was easy to get impatient with sales teams for not bringing in business fast enough. Now I know it’s not that easy and often outside their control. A potential client could be stuck in traffic, have a personal emergency, or simply be on holiday for a couple of days. Or inundated with emails and meetings and stressed out. I recently spoke to a customer who I had previously unsuccessfully tried to call over 10 times, sent emails (which got no replies), WhatsApp messages left on seen, and even sent Instagram direct mes-sages too. When I did even- tually get to speak to him and took him though my sales proposal, there was pause, and then he said “This is bril- liant! Why didn’t you call me before?”. I feel that most of us don’t even know how good we are at avoiding salespeo- ple. Most importantly, for me anyway, I’m no longer afraid of rejections. You can’t do sales and take things person- ally. If you do, you won’t last long in sales or, for that matter, in many other roles. Direct sales is like an intensive training session in how to deal with rejection. It’s not pleasant, but it’s useful. I no longer get deterred by rejection, because I know that it’s not me people reject, but my offer, and because I know that for every person who doesn’t want what you offer him there’s another one out there who does. Yes, it’s true, there are probably more people out there who do not want or need what you’re selling than those who do, but this also forces you to research your audiences better. I’m never going to be the best sales- person in the world, but also sales are never going to be a hard no anymore. It’s not going to be like okra or decaf coffee, for both of which there’s a place and time, namely “never” and “in the bin”. It has given me new apprecia- tion for the sales folks I work with and who call or email me (unless they’re credit card/real estate/financial ad- vice related, in which case see “okra” and “decaf coffee”). If you’ve only ever been involved in sales from outside the side-lines, I encourage you to take a step into the ring, even if it’s only for a limited period. You’ll learn something, and you might even come to enjoy it. "I DIRECTED TRAFFIC OUTSIDE THE HOTEL DURING A ROYAL WEDDING. I FOUGHT LOBBY FLOODS AND ELECTRICAL FIRES. I REBRANDED HOTELS. I PEELED TONS OF POTATOES."
60 FEBRUARY 2024 | HOTELNEWSME.COM RETHINK YOUR CUSTOMER EXPERIENCE STRATEGY WANT TO REIMAGINE THE FUTURE OF YOUR DESTINATION? BY ARADHANA KHOWALA, CEO APTAMIND PARTNERS AND CHAIR OF GROUP ADVISORY BOARD, RED SEA GLOBAL A ny destination's true essence is crafting unique, memorable experiences that make their guests feel special and valued. Yet, so many destinations overinvest in the tangible – the most beautiful locations around the world, stunning architecture, high-end interior design and the coolest collection of hospital- ity brands but completely ignore the intangible - customer experience and leave it to the hospitality brands onsite to implement even as it is the one thing that can set it apart in a crowded marketplace with an increasingly demanding customer base. Travel is a human experience and feeds our desire for escape, relaxation, and the extraordinary. However, in a world with 200 countries, millions of cities, and thousands of hot tour- ist spots, destinations risk incurring the “sameness” curse and ending up as generic and ordinary. Increasing evidence suggests that ‘mere’ customer satisfaction (the absence of dissatisfaction) does not necessarily inspire loyalty. Hence, surprising and delighting customers is seen as a way to induce repeat spend foster higher loyalty and commitment. A truly delightful CX typically includes an amalgamation of emotions, memorable interactions, problem-solving, senses and perfect timing from the first point of contact to the last, embedded in every aspect of the guest interaction and experienced repeatedly at every touch point in the destination value chain. We are all alike – we like to be catered to, eat well, sleep well, and want to feel special. As a destination, you need to emotionally engage to provide a quality customer experi- F&B FOCUS HCNME
ence that goes beyond the transactional and resonates with your customers' values, beliefs, and aspirations. The business case for a CX strategy Despite all the promises to surprise and delight, destinations often fail to place customer experiences at the centre of attention. Claims like “we aim to please or exceed expectations” sound cliché and are not proprietary to your destination. Destinations need to get self-confronta- tional and ask how you differ from others on the same coast or country. What do you enable your guests to do differently? How do you put your customer first and at the centre of everything you do? You want your customers to feel some- thing completely different from any experi- ence they have had anywhere else and benefit rationally and emotionally from your destination. This is where having a CX strategy becomes a strategic advantage. Your destination is a lot more than a collection of brands onsite. A destination's soul is much more than the hotel brands you bring on board. Yet, many destinations tend to focus on just gathering a “constellation” of hospitality brands, hoping that they will launch the destination and implement the CX strategy. While there are many aspirational hotel brands, the vast majority offer a uniform narrative of their value proposition, resulting in little to no differentiation. And even more, hospitality brands struggle to maintain standards across different locations. The same Ritz Fairmont or Hyatt often delivers a differ- ent experience in the US vs India vs China vs Saudi Arabia. This inconsistency leads to a fractured brand image, leaving guests with varied experiences that don’t meet their expectations. To make matters worse, the hospitality industry is confronted with relatively low loyalty rates, with some luxury properties seeing less than 10 per cent of their guests return. Hence, it is prudent not to leave the destination customer experience to the hotel brands alone. Data-driven digital mastery in customer experience In an age where data is created on a scale far beyond our ability to process it, the best destinations use data to reduce costs or achieve growth and anticipate what their customers want or need before they even know they want it. We all live in an experience economy; the digital realm is the new frontier. Destinations need to understand why customers make cer- tain choices and to identify patterns so you can begin to anticipate these behaviours. Gathering the right data from different service encounters to develop new business models and drive new revenue streams should be one of the focal points for a destination. Navigating e-commerce and social media is necessary to captivate today’s customers. Understanding digital influencers or learning about AI to manage customer experience and measure customer loyalty algorithms must be ingrained in the organisation's DNA to future-proof the destination and provide a human experience. Focus on EX to deliver a CX strategy. What many companies miss is that a great employee experience (EX) leads to a great customer experience (CX). Destinations often focus on operations, efficiency and profitability. But the reality for destinations is that business operations often get in the way of customer experiences. Lack of training on customer experiences, understanding of what the destination promise stands for beyond the hotel brands and internal silos between different departments often lead to an experience that is acceptable but not exceptional. At the core of any good experience is when you can successfully attract, retain and engage – be it customers or your employees. Any good customer experience is synonymous with precision, consistency and attention to detail. Providing rigorous training and development of your staff is essential to ensure that your destina- tion promise is delivered consistently and authentically at every touchpoint. Take a closer look at destinations that have weathered downturns, enjoyed the support and undeterred loyalty of customers and bounced back from macroeconomic shocks; you will see how memo- rable and effective customer experiences have unfailingly under- pinned their offerings. Could this be a crucial moment for introspec- tion for the booming travel, tourism and hospitality sector? ARADHANA KHOWALA, CEO Aptamind Partners and Chair of Group Advisory Board, Red Sea Global CUSTOMER EXPERIENCE STRATEGY
62 FEBRUARY 2024 | HOTELNEWSME.COM HCNME POINT OF VIEW I n the dynamic landscape of the hospitality industry, where success hinges on adaptability and foresight, data analytics has emerged as an essential tool for hoteliers seeking to maximise operational efficiency and guest satisfaction. This is more evident than in the strategic management of hotel occupancies during tourist seasons. According to Dubai's Department of Economy, the city welcomed 11.10 million overnight visitors from January 2023 to August 2023. In the UAE, a country brimming with diverse tour- ist attractions, the judicious use of data analytics can provide hoteliers with a competitive edge, ensuring optimal revenue streams and enhanced guest experi- ences. Tourist seasons, marked by peaks and troughs in visitor numbers, demand a nuanced approach to hotel management. This is where data analytics offers a multifaceted solution encompassing fore- casting, pricing strategies, and personalised guest services. At the heart of the benefits derived from data ana- lytics is the ability to predict and plan for fluctua- tions in demand. Through sophisticated algorithms and historical data analysis, hotels can anticipate when the influx of tourists is likely to peak and adjust room rates accordingly. This predictive pricing model ensures competitive rates and aids in revenue optimisation by striking a delicate balance between attracting guests and maximising profits. BY JADD ELLIOT DIB CEO & FOUNDER, PANGAEA X TO OPTIMISE HOTEL OCCUPANCIES DURING TOURIST SEASONS LEVERAGING DATA ANALYTICS
63 HOTELNEWSME.COM | FEBRUARY 2024 Data analytics empowers hotels to under- stand guest preferences and behaviours, enabling the delivery of personalised services that resonate with individual travellers. By analysing past booking patterns, feedback, and on-site interactions, hotels can tailor their offerings to meet the unique expecta- tions of guests during specific tourist seasons. Whether offering customised tour packages or targeted promotions for local attractions, data-driven personalisation fosters a deeper connection between guests and hotels. Operational efficiency is another facet where data analytics proves invaluable. By analysing patterns in guest arrivals, departures, and on- site activities, hotels can streamline staffing levels, ensuring that the right personnel are available at peak times. This enhances the guest experience by minimising wait times and contributes to cost savings, allowing ho- tels to allocate resources more effectively. In addition to optimising occupancies and enhancing guest experiences, data analytics aids in crisis management and risk mitiga- tion. The hospitality industry is inherently susceptible to unforeseen challenges, ranging from natural disasters to economic down- turns. By leveraging historical data and real-time analytics, hotels can formulate con- tingency plans, making informed decisions to navigate through turbulent times while minimising the impact on guest satisfaction and revenue streams. For the modern hotelier, embracing data ana- lytics is not merely an option but a strategic imperative. The ability to harness the power of data transforms hotels from reactive enti- ties to proactive players, capable of anticipat- ing trends, responding to market dynamics, and exceeding guest expectations. As the UAE continues to attract diverse tourists throughout the year, the benefits of data analytics in managing hotel occupancies during tourist seasons cannot be overstated. It is a beacon of innovation that guides properties through the industry's complexi- ties, providing insights that lead to sustained profitability and a reputation for excellence in guest services. In an era where information is critical, data analytics emerges as the compass that navigates businesses towards success in the ever-evolving landscape of tourism and hospitality. LEVERAGING DATA ANALYTICS JADD ELLIOT DIB, CEO & Founder, Pangaea X
64 FEBRUARY 2024 | HOTELNEWSME.COM HCNME THE BUSINESS OF A COMMERCIAL STRATEGY I n the fast-paced and ever- evolving landscape of today's business world, the importance of a well-defined commercial strategy cannot be underes- timated. Businesses within the hospitality sector continuously face challenges driven by technologi- cal advancements, shifting customer preferences, and the unpredictable consequences of global events. To successfully navigate these challenges and maintain a competitive edge, com- panies must not only formulate strong strategic plans, but also implement them effectively. As the Managing Director of Insight Out Consultancy, I have witnessed first-hand the trans- formative power of a cohesive and well-executed commercial strategy that can either make or break a busi- ness. One key aspect that often determines the success of a commercial strategy is the level of cohesiveness within the organisational structure. With- out a central leader driving a holistic approach to strategy and imple- mentation, businesses risk a lack of coordination and synergy among team members. Establishing cohesiveness as a central element ensures everyone within the organisation is aligned with the overarching goals and objectives. This unity fosters a collaborative environment and ensures flexibility within the team to adapt to unfore- seen changes - an essential trait in the volatile business world of today. Communication is another pivotal element in the successful execution of a commercial strategy. A commercial leader serves as the anchor, providing a foundation for effective communica- tion. This foundation not only facilitates dialogue among team members, but also nurtures a culture of openness, comfort, and contribution. Creating such an environment sets the stage for increased adaptability to change and innovate, allow- ing businesses to stay ahead of the curve. A fundamental understanding of the difference between long-term and short- term strategies is critical, and busi- nesses must balance immediate needs with future goals. Finding the right equilib- rium ensures that the commercial strategy serves as both a road- map for the future and a guide for day-to-day operations. NAVIGATING THE SHIFTING TIDES BY LI HAWKINS, MANAGING DIRECTOR OF INSIGHT OUT CONSULTANCY
65 HOTELNEWSME.COM | FEBRUARY 2024 NAVIGATING THE SHIFTING TIDES Taking note of the evolving dynamics of the business landscape, it is also important to recognise the pivotal role that data, often referred to as the new currency, plays in shaping effec- tive commercial strategies. In today's digital era, data holds immense value comparable to traditional forms of wealth or currency. This analogy un- derscores the transformative power of data in driving business success. In essence, accurate and meaningful decisions stem from a foundation of clean, organised data. This direct correlation between data quality and the efficacy of decision-making al- lows companies to craft and execute successful commercial strategies, thereby making informed and strate- gic decisions that ultimately lead to a company’s success and profitability. In the fiercely competitive landscape of the business world, being aware of and comprehending the competitive environment is crucial for businesses striving to secure a sustainable position. This involves both under- standing direct competitors, as well as recognising indirect players and emerging threats. By defining the competitive landscape, businesses can develop targeted strategies to differentiate themselves and gain a competitive advantage. As markets evolve, and consumer preferences shift, external factors continue to influence demand. A savvy commercial strategy entails staying attuned to these changes, allowing businesses to proactively adjust their approach. The signifi- cance of a well-crafted commercial strategy cannot be emphasised enough. It serves as a compass, guiding businesses through the complexities of the modern market- place. From fostering team cohesive- ness to leveraging data for strategic decision-making, businesses that prioritise a comprehensive and adaptable commercial strategy are better positioned to not only survive but thrive. A COMMERCIAL LEADER SERVES AS THE ANCHOR, PROVIDING A FOUNDATION FOR EFFECTIVE COMMUNICATION.
66 FEBRUARY 2024 | HOTELNEWSME.COM T he sacred month of Rama- dan and Eid Al Fitr holds special significance for all who celebrate and observe the occasion. Millennium Plaza Downtown Dubai has created an array of captivating online events and enticing F&B offerings to serve guests during this time. What sets this year apart for them is their dedication to surpassing expectations with innova- tive strategies and plans that redefine the entire experience. Paul Dunphy, General Manager of Millennium Plaza Downtown Hotel Dubai elaborates. A Strategic Head Start Early visibility is designed to set the tone in the minds of our audience, encouraging them to consider Millen- nium Plaza Downtown Dubai as their top choice for the upcoming festivities. Early Bird Offers and Group Rates Our Group and Conference team has already set up enticing early bird offers and group rates to add to the excitement. 50% discount; prior book- ings required by 15th Feb 2024 and Group Bookings - 30% discount; prior bookings required by 29th Feb 2024 (minimum 30 persons). This not only rewards those who plan ahead but also encourages group celebrations, align- ing with the spirit of togetherness that defines Ramadan and EID. Comprehensive Online Presence Our online platform strategy is set to go live across all Food and Beverage platforms. In addition to digital campaigns, we are investing in online and offline promotions, including radio ads, to reach a wider audience across the UAE and GCC region. This comprehen- sive approach ensures that Millennium Plaza Downtown Dubai is everyone's go-to place for those planning their Ramadan and EID cel- ebrations. Culinary Extravaganza The operations team has meticulously crafted a plan for the ballroom that promises an unforgettable experience. Throughout the month, guests will enjoy a vari- ety of culinary themes with several rotation menus. With Suhoor overlooking the Museum of the Future available at the pool lounge as an option too. The kitchen team has curated a special Ramadan menu with over eight live sta- tions and serves dishes from Arabian, Italian, Indian, and Asian Cuisines. The Iftar menu offers a rich array of culinary delights, featuring an extensive selection that spans Arabic and International Salads, a Live Pasta station, a tempting bakery coun- ter, a dedicated tikka hub, and a live station showcasing an array of seafood delicacies. Ad- ditionally, the menu in- cludes a delectable as- sortment of Arabic and International pastries and special desserts that add a sweet and memorable touch to the dining experience. With diverse flavours and preparations, the Iftar menu promises a feast for the senses, combining tradi- tional Arabic influences with interna- tional culinary excellence. Our culinary offerings are a testa- ment to our commitment to heritage and innovation. Unique Selling Propositions (USPs) Setting ourselves apart, Millennium Plaza Downtown Dubai boasts one of the largest ballrooms on Sheikh Zayed Road and 30 years of experience in hospitality and is still strong. Our of- ferings are attractive and competitively priced, with eight live stations offering the most extensive variety and comple- mented live entertainment to enhance the ambience. As we eagerly anticipate Ramadan and EID, our commitment to excel- lence, cultural sensitivity, and commu- nity engagement forms the foundation of our celebrations. BY PAUL DUNPHY, GENERAL MANAGER, MILLENNIUM PLAZA DOWNTOWN HOTEL DUBAI RAMADAN AND EID 2024 AT MILLENNIUM PLAZA DOWNTOWN DUBAI HCNME POINT OF VIEW PAUL DUNPHY, General Manager, Millennium Plaza Downtown Hotel Dubai