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ALL THE LATEST FROM THE MIDDLE EAST HOSPITALITY INDUSTRY JULY 2020 P30 - GRAND PLAZA MÖVENPICK MEDIA CITY’S GM ON THE WINNING HOTEL FORMULA On Cloud Nine A CHEERY DELIVERY-ONLY CONCEPT HAS ARRIVED MILLENNIUM HOTELS AND RESORTS’ FLEXIBLE APPROACH FROM TIMELESS TO TRENDY CEO AND CO-FOUNDER OF LINCOLN HOSPITALITY AND RESTAURANT SECRETS RALPH HOMER ON WHAT FEEDS HIS APPETITE FOR SUCCESS
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HOTEL & CATERING NEWS ME 3 CONTENTS FEATURES On the web 22 Read the latest news, features and much more on our website. www.hotelnewsme.com JULY 2020 // ISSUE #025 News Openings & Launches GM Interview The Business 08 14 30 34 NEWS HOSTMILANO EXPERTS’ OPINION MAKING DELICIOUS POSSIBLE Nestlé Professional MENA COVER STORY Lincoln Hospitality GM INTERVIEW Grand Plaza Mövenpick Media City THE BUSINESS WEBINARS 08 // 14 // 16 // 22 // 30 // 34 // 40 //
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 4 46 48 42 CHAIN FOCUS Millennium Hotels and Resorts MARKETPLACE Table and Beyond MOVERS & SHAKERS 42 // 46 // 48 // CONTENTS JULY 2020 // ISSUE #025 On the web Read the latest news, features and much more on our website. www.hotelnewsme.com FEATURES
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HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 6 JULY 2020 EDITOR'S LETTER rom contactless hotel experiences, to very “safely distanced” din- ing tables, COVID-19 has given rise to a new set of terminology we had never, ever thought we would see take over. Who would have thought that hospitality, the industry where face-to-face inter- action is everything, would employ the use of plastic barriers upon check- in, or that F&B would place tables so far apart we would no longer feel like we were “part of the crowd”. Has coronavirus, however, killed the vibe? I thought it would, but much to my surprise – it really hasn’t. You can attribute the well-timed re- covery of both industries to so many different factors, the most important being the wise leadership of the UAE. Much like most guests and diners, I thought that my experience as a “cus- tomer” would be forever changed, but that’s not the case at all. If anything, I think I prefer things now to the way they had been before. Allow me to explain: tables spread far apart from each other may mean less closeness, but they also offer privacy and a more comfortable dining experience. Servers wearing masks? We can still see them smiling, and putting in the 110% for us to be hap- py, satisfied and leave a good review. Reception sealed off behind plastic? Well, this translates into less awkward moments of having to make conversa- tion until check-in/out is complete. I know you’ll think I’m being extra positive, but I truly love the emerg- ing Dubai even more so than the one we left behind. It’s different, it’s dynamic, it HAS transformed and it’s better than it has ever been. I don’t think there’s any city in the world with as much resilience and passion as this one, and it makes us proud to see it emerge even stronger despite the heavy challenge. The question remains: Dubai is ready for us, but are we ready for it? Have we been preparing our- selves for what is yet to come? Are we willing to give up the old for the new? Will we drown in a wide sea of “new normal”, or bounce back to life with even more appreciation for the opportunity we have been given to change? That is a question that each and ev- ery one of us will answer differently, but should have only one collective answer: This is bigger, better and it’s time to power through and make the most out of it. A note from the editor D I N A M A A T Y S U B S C R I B E subscriptions@bncpublishing.net Director Rabih Najm Rabih@bncpublishing.net CEO Wissam Younane Wissam@bncpublishing.net Group Commercial Director Samer Alloush samer@bncpublishing.net Editor Dina Maaty dina@bncpublishing.net Art Director Aaron Sutton Aaron@bncpublishing.net Photographer Ahmad Al Khader Marketing Executive Aaron Joshua Sinamban Aj@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 samer@bncpublishing.net T +971 55 776 4670 All rights reserved © 2014. Opinions expressed are solely those of the contributors. Hotel & Catering News ME and all subsidiary publications in the MENA region are officially li- censed exclusively to BNC Publishing in the MENA region by Hotel & Catering News ME. 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 UPP
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 8 NEWS JULY 2020 FOR ALL THE LATEST NEWS, VISIT WWW.HOTELNEWSME.COM FOLLOW US ON FACEBOOK FOR UP-TO-THE-MINUTE BREAKING NEWS READ THE LATEST EDITION ON WWW.HOTELNEWSME.COM Nestlé Professional has pledged to support small, indepen- dent businesses in the wake of the pandemic. Here, Roger Frei, business executive officer, MENA, discusses the initiative and its goals. How has the COVID-19 pandemic impacted Nestlé Professional customers? We recognise the impact that COVID-19 has had on many companies and industries, in- cluding our out-of-home busi- ness partners, such as restau- rants, hotels and cafés which are struggling with the enforced closures, disruption and finan- cial burdens, and the concerns they have for the future. As we look at how to return to a more normal life, we will continue to be a dependable business partner and make ev- ery possible effort to provide support and adapt to the evolv- ing situation across the coun- tries where we operate. Nestlé announced a new global initiative, #AlwaysOpen- ForYou, which offers business partners our prompt and prag- matic assistance as they prepare to reopen and welcome back their customers. What’s Nestlé Professional doing to support? We’re offering support to small- er, independent businesses in the out-of-home sector as part #ALWAYSOPENFORYOU: NESTLÉ PROFESSIONAL SUPPORTS INDEPENDENT BUSINESSES of this initiative. We’re ex- tending credit terms, and sus- pending rental fees on coffee machines with over 5,000 cus- tomers across 15 countries in the region. In addition, we’re offering 1-2 weeks of free products when those businesses will reopen, as well as meaningful train- ing, such as the ‘Specialized Nutrition Training Program for Chefs’, and the barista training in virtual settings. We have also been working with our local customers on ac- tivations to help increase their online orders, giving them more visibility online and of- fline; at Nestlé Professional, we are always open for you #Al- waysOpenForYou. The value of this initiative is expected to be around two million CHF for the Middle East and North Af- rica region. How do you see the near future of the out-of-home industry? We’re all in this together, not only as suppliers and busi- ness partners, but also as consumers. The near future will be challenging for the out- of-home industry, especially for those who are not agile enough to adapt quickly to the new reality. We need to be positive and support our favourite local restaurants, as they are going through great lengths to en- sure high levels of hygiene and maintain the employment of their teams. It’s now our turn to help the out-of-home industry rebuild itself.
HOTEL & CATERING NEWS ME 9 NEWS JULY 2020 MKN, a professional kitchen equipment and cooking tech- nology supplier, has launched FlexiChef 2.0. The new FlexiChef 2.0 by MKN presents a new gen- eration of this popular multi- functional appliance. It has been extensively optimised and is faster in almost every aspect, optimising time, space, efficiency, quality, cost-effec- tiveness and motivation for chefs in professional kitchens. FlexiChef remains the only cooking appliance equipped with a skillet pan having its own automatic cleaning sys- tem. Besides the regular clean- ing cycle at the end of the day, MKN LAUNCHES FLEXICHEF 2.0 SpaceClean can perform auto- matic intermediate cleaning, which only takes two minutes. The new FlexiChef is, not only more efficient and flexible than its predecessor, but it is SUPPLIERS also extremely easy to install. The cutting-edge touchscreen operating system MagicPilot is intuitive and dynamic, even untrained chefs don’t have any problems using it. Together with various sup- port functions and a higher de- gree of automation, it is part of the new MKN Guided Cooking concept for achieving culinary excellence in every profession- al kitchen. SmartBoiling is a new, ener- gy-saving water boiling process, accessed directly as a quickstart function from the home screen. Standard features such as inter- net compatibility and Connect- ed Kitchen cater to networking appliances and optimum equip- ment management. In addition, installation as well as power and water supply lines have been considerably redesigned and simplified.
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 10 NEWS JULY 2020 SUPPLIERS RATIONAL LAUNCHES SPACE-SAVING IVARIO 2-XS AND IVARIO PRO FOR CONTACT-HEAT COOKING Rational has launched the new iVario 2-XS. The two-pan cook- ing system, which works with contact heat, is productive even in small spaces, takes on rou- tine tasks and also appeals to smaller establishments. The cornerstone is iVari- oBoost the first intelligent energy management system, which regulates the heat over the entire surface and has suf- ficient reserve capacity to sear 4.5 kg of casserole meat in 6.5 minutes including the preheat- ing phase. The cooking intelligence iCookingSuite detects the con- dition and size of the food and regulates the cooking path so that intervention is only need- ed if the cooking system calls. The iVario 2-XS consists of two pans each with a 2/3 GN base surface and a 17-litre capac- ity. The unit comes with a full package of accessories, so that excellent results can be achieved from the very first minute. “Boiling, pan-frying and deep-frying on a small surface, powerful, precise and flex- ible, that was our objective in the development of the iVario 2-XS,” explains Thomas Hofer, Managing Director RATIONAL Kitchen & Catering Equipment Trading FZCO. The small unit with iVari- oBoost heats up to 200° in less than two minutes and has enough reserve capacity to sear even larger quantities without the release of liquids. The heat is distributed so evenly and it is regulated so quickly that deli- cate foods such as rice pudding do not stick or boil over. Rational has launched a new cooking system, iVario Pro. The iVario Pro works with contact heat, with intelligent functions, and consumes 40% less energy than conventional tilting pans and boiling pans. Although connected loads have been reduced compared to the predecessor VarioCookingCen- ter, it has up to 20 % higher searing capacity and with the maintenance-free pressure cooking option it is up to 35 % faster compared to cooking without pressure. iVarioBoost, the intelligent energy management system, ensures precise temperatures on the pan base and sensi- tively regulates them. With iZoneControl, the pan base can even be divided into up to four zones, so the user can cook dif- ferent foods simultaneously, on a time delay and at differ- ent temperatures. The ergon- omy also sets new standards: Height-adjustable legs, cold pan sides and rounded corners make working safer.
HOTEL & CATERING NEWS ME 11 NEWS JULY 2020 TRAVEL From July 1, Emirates‘ premium customers will have access to the airline’s signature Chauffeur Drive Service (CDS) and airport lounge at its Dubai hub following a full health and safety review. To start, Emirates will open one lounge in Terminal 3 Con- course B, Dubai International Airport (DXB) to serve First Class, Business Class and eli- gible Emirates Skywards mem- bers from 10am. Lounge guests will enter through biometric gates using facial recognition to reduce contact. More Emirates lounges in Dubai and around the world are planned to be opened in the coming months. The 9,209 square metre space EMIRATES TO REOPEN ONE PREMIUM LOUNGE AT DUBAI INTERNATIONAL AIRPORT in DXB will offer Emirates’ pre- mium customers a quiet haven to relax and recharge prior to their flights, operating with a reduced seating capacity and in- creased space between each oc- cupied seat to aid social distanc- ing. Masks are mandatory in the lounge, as in the airport. Lounge facilities and ame- nities have been modified to ensure customer comforts are offered in keeping with the highest health and safety stan- dards, reducing contact and risk of infection. Food in the lounge is now of- fered in hygienically sealed meal boxes, including vegetarian op- tions, instead of a buffet offering. Reimagined. Reinvented.. Register now and experience more. rational-online.com iVario Pro. The new performance class. It convinces with highest performance, Precision and flexibility. So that you have a simple answer to every challenge.
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HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 14 EVENT PREVIEW JULY 2020 HostMilano, a trade fair dedicated to the HORECA sector, constitutes a reference point for industry operators, and has strengthened its position as a driver of business. HostMilano Experts Share Insights on the Future of Hospitality Post- COVID-19 Ahead of Exhibition The contributions of top players and professionals who share their know- how and express their reflections become interesting food for thought for everyone involved in the world of hospitality looking to discuss the future of the industry. Rethinking Spaces and Furnishings An unmissable opportunity to revive the hospitality sector While the hospitality sector is closely monitoring regulations in the battle against coronavirus, the priority will always be the safety of staff and guests. From welcoming areas up to cafeteria, the HORECA sector must be projecting towards the future by changing spaces and furnishings with dynamic formulas. In this delicate process of re-modulation, world-renowned Italian architects together with top players from the hospitality industry disclose their views, projects and products to meet new requirements while enhancing the guest experience. Hospitality and tourism: Domotics and redesigned spaces represent the winning formula for hotels Many hotel chains already choose to develop structure certifications, as the priority is to redesign the guest experience in compliance with sanitary obligations opening structures to the public, with a full-time service and a guarantee of the structure’s quality, hotels can now play a whole new role, regaining wide segments of the market and offering a highly original and quality service,” says the president of Costa Group, Franco Costa, a company that presented innovative solutions during the last editions of HostMilano and has been active in the field of adapting structures to ensure maximum safety. In the post-emergency period, even mid-range hotels will have to look at the tools developed by the luxury sector, both in the adoption of modular and personalised solutions and in the attention to privacy and the presence of well-divided common spaces. For architect Marco Piva, the key to the future lies in the fluidity of spaces and services: “We’re living a moment of deep transformation. We have experienced a traumatic period of suspension from our habits, a period of uncertainty that still continues nowadays and that will undoubtedly force us to review habits and lifestyles”. “We will gradually return to a ‘new normality’, in which new ways of living spaces and offering services will be affirmed. New methods will be developed in relation to the organisational and formal aspects of those structures that are part of the tourist reception apparatus, such as hotels, resorts, restaurants, lounges and bars.” and forms of social distancing. As a result, it seems clear that automation and the IoT will prove to be important allies for hoteliers. “At this historic moment in time, we’re becoming increasingly smart, and quickly getting used to using whatever technology can offer us in terms of allowing us to connect, share and move around in a virtual way and this is just the beginning of the process of transformation in the way we interact with each other in the current dimension of space and time,” writes Architect Simone Micheli on his blog. He has identified three concepts to define the world as it will be: alteration, hybridisation and crossovers. Practically, this means dedicating special attention to moments such as check-in and check-out, through the use of thermal cameras to check body temperature and apps that will be set up to give access to rooms from your own device. Once in the room, domotics will limit interaction with devices and controls considered to be “at risk”, while an interactive TV system will provide a continuous contact between the hotel and its guests. More generally, phases 2 and 3 will lead to a redefinition of roles and functions. And hotels can now look forward to a new lease of life. “By upgrading the common spaces and
HOTEL & CATERING NEWS ME 15 EVENT PREVIEW JULY 2020 In particular, restaurants have already started re-organising spaces and service timetables: “it will be necessary – explains Piva – to follow a well-established pattern of consumption, that provides a type of restaurant that I would define as ‘fluid’, or an offer of food and beverage diluted during the day, thus dangling from the typical times of breakfast, lunch and dinner as well as strongly relying on the on-demand delivery service.” The hospitality sector therefore requires a structural rethinking that is efficient, effective and safe, not only for this particular period, but for the near future as well. All around the world, it will be necessary to re-evaluate facilities projects, spaces will no longer be encoded as the lobby, reception, restaurant, bar, etc, but they will become dynamic and interconnected, and everything will be controlled thanks to technological systems that ensure the necessary conditions of security, as well as accurate and always personalised services. Among the projects curated by Studio Marco Piva that already take into account some new strategic aspects, there is the new accommodation structure La Suite, based in Matera, Italy, a new building stylistically rigorous and aesthetically connected to the surrounding territory characterised by the presence of the famous “sasso Materano”. A small accommodation complex, consisting of only suites of various sizes, fully equipped as if they were “private” apartments managed by the hotel, with a wide offering of on- demand services. The materials used also contribute to protecting the environment: it will be essential to choose materials and components for architecture and interior design that prevent bacterial accumulation and that are easy to maintain and clean. In addition, the use of technologies aimed at environmental quality will be essential especially in certain high- frequented spaces such as elevators. Surface and air sanitation systems as well as lighting systems equipped with ultraviolet sources will help reduce agents’ proliferation. Establishments after COVID-19: rethinking furniture and furnishings In China, as well as in Italy, the modular Plexiglas panels seem to be the only way out for the safe reopening of bars and restaurants. “As a result of the emergency and the need to rethink spaces, our Research Centre developed a possible solution to be proposed to our clients working in the Contract sector,” says Stefano Zajotti, design & communication manager at EMU. “It’s a Plexiglas panel that produces a certain degree of social distancing and allows for the highest number of places inside.” Floriana Nardi, CEO of Nardi and head of marketing & communication, is taking a similar approach: “Our contract sector catalog already includes many ideas for tables and chairs of different sizes that are easy to move around, with folding chairs, and tables with fold-down tops. As for outdoor areas, I think the answer is certainly positioning tables further apart, but also, where possible, introducing movable partitions that also create a physical barrier between the tables, and indicate routes that can be changed according to needs, considering in particular the way to the till and to the bathrooms.” “We propose an eco-friendly modular partition that is practical and can be adapted to different requirements. The many requests we are receiving include those for products that are easy to sanitize repeatedly. In this sense polypropylene, the material we mainly use for our furnishing complements, is an excellent answer as it can be cleaned very frequently, and it is non-toxic, anti-static and completely recyclable.” The next edition of HostMilano will take place from October 22-26, 2021. For more information, please visit the exhibition’s website.
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 16 Can you give us a glimpse of your career journey so far? I have worked with almost 10 in- ternational brands. I started with a unique concept called ‘wellness cuisine’, where we cure people through food and yoga. I have won a gold medal in the Salon Culinaire competition with the Emirates Culi- nary Guild in Dubai, and also in one organised by Jumeriah Group. What’s your favourite dish to eat and why? I enjoy eating anything cooked by my mum, it takes me back to my childhood! What are you cooking up today? Please tell us more about the dish. Today, I’m making Grilled Chicken with Kale and Pumpkin Risotto. The dish is a classic, well-balanced meal and full of flavour. I’m using MAGGI Chicken Stock Powder to emphasis the chicken flavour, particularly in the risotto. As a chef, what are the top ingredients and products you’re using these days? MAGGI Chicken Stock Powder is key in my kitchen as well as the CHEF® DEMI GLACE Powder. What are some of the most recent, MAKING DELICIOUS POSSIBLE JULY 2020 Anmol Mathur important food trends you can tell us about? Keeping the pandemic in mind, the food delivery concept is now becoming the market trend. Companies such as Food to Go (based on a cloud kitchen concept) are major trendsetters. What would you advise suppliers and foodservice professionals who are looking to offer their best to the market and meet demand? Customisation, while maintaining flow of operations, delivery time and flexibility will be more than helpful to meet demand and supply in the market. Anmol Mathur, from India, is head chef at Food to Go. He has 14 years of culinary experience, eight of which are in the UAE.
• Chicken Breast 2 pcs • Risotto rice 100 g • Pumpkin 150 g • Kale leaves 75 g • Thyme 10 g • Edamame beans 25 g • Olive oil 25ml • Butter 35 g • Parmesan cheese 20 g • Carrot shavings 15 g • Onion (chopped) 25 g • Salt 3 g • Crushed pepper 3 g • Maggi Chicken stock Powder 25 g • Garlic cloves • Water • Celery sticks 50 g Grilled Chicken with Kale and Pumpkin Risotto INGREDIENTS FIND OUT MORE ABOUT US HERE: HOTEL & CATERING NEWS ME 17
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 18 MAKING DELICIOUS POSSIBLE JULY 2020 Can you give us a glimpse of your career journey so far? I come from a family of artsy foodies in a small town in the Philippines; my mum owned a restaurant. I prowled the inter- national culinary stage since 2006, before leaving my job as an executive pastry chef and joining the airline industry as a first- class in-flight chef. After publishing my first book, I was convinced it was time to formally estab- lish my own consulting company, The Nifty Chef LLC, based in Dubai. I’m cur- rently running several projects as a food innovator creating recipes, writing menus, working with different food businesses in the Middle East and inspiring other chefs through my social media presence (@ chefnouel). What’s your favourite dish to eat and why? I’d die for a great steak! I believe this brings a lot of nostalgia, as I remember going crazy over anything that my mum barbecued on coconut charcoal. Hence, biting into expertly prepared pan-fried or grilled meat brings a lot of comfort. What are you cooking up today? Please tell us more about the dish. Innovation is the key ingredient of my dish using several Nestlé products, and creating a dessert that is both nostalgic and trendy. To complete a cake in four hours is a feat, but the Dalgona Wafer Opera was up to the task. It’s reminiscent of the French Opera Cake with a twist: the final touch of Dalgona coffee on top of the Nouel C. Omamalin dessert is our crown. What you will find interesting is the use of mayonnaise in the chocolate Victoria-style sponge cake replacing part of the fat and eggs. Mayonnaise keeps the cake tender for a longer period of time. The whipped chocolate ganache layer is infused with Chokella spread, giving a slight hazelnut flavour. The KitKat Mix-in, with crunchy and chocolatey combina- tions, adds the textural contrast (I added some white chocolate and salt to elevate the experience). Lastly, we whisked Nes- café instant coffee with sugar and warm water to create a foamy Dalgona. As a chef, what are the top ingredients and products you’re using these days? As you can imagine, dairy products are Nouel C. Omamalin, from the Philippines, is innovation chef/owner at The Nifty Chef LLC. He has 20 years of culinary experience, 12 of which are in the UAE
HOTEL & CATERING NEWS ME 19 MAKING DELICIOUS POSSIBLE JULY 2020 a pastry chef’s best friends. In addition, chocolate products whether in dry or ready-to-eat form. I also use dehydrated items such as skimmed milk and coffee to have more control over my formulations. As summer is here, yellow fruits and ber- ries are always available in my inventory. What are some of the most recent, important food trends you can tell us about? The need for “entertainment dining” will remain. By this, I’m referring to desserts or foods that inspire consumers to share their experiences on social media – pop- ping candies, smoking dishes, cryogenic food, melting chocolate spheres, etc. Flavours such as caramel, chocolate, salted sweets and pistachios will remain top favourites. There is also a revival of the love for the classics such as doughnuts and cookies. We will see a lot of re-inventions with these products. Lastly, the role of the food delivery- friendly menu will become ever-impor- tant, not only because of the pandemic, but due to the availability of better technology and infrastructure. What would you advise suppliers and foodservice professionals who are looking to offer their best to the market and meet demand? Everyone has to work as a team and be reminded that the industry is a synergy: the pandemic has highlighted that. Foster- ing a better relationship built on trust between suppliers and professionals helps in achieving sustainable results. Secondly, keeping an open mind in regards to ingredient choices also helps foodservice professionals progress better and become more resilient. It keeps busi- nesses up-to-date and relevant as consum- er demands continuously evolve. Lastly, foodservice professionals really need to consider food innovation as an in- tegral part of their business and invest in it. Having an effective menu today doesn’t mean you’re covered for life. Change is constant. Businesses need to adapt to change on a regular basis. Dalgona Wafer Opera
• Mayonnaise 60 g • Butter, unsalted 140 g • Sugar 200 g • Eggs 180 g • Vanilla paste 15 g • All-purpose flour, bleached 180 g • Nestlé cocoa powder 25 g • Baking powder 8 g • Cream 35%, whipping 450 g • 55% Dark chocolate 330 g • Nestlé Chokella 200 g 100% ratio Chokella ganache: Cream 35%, whipping KitKat Mix-in 500 g White couverture chocolate, melted 50 g Oil 5 g Salt, non-iodised 2 g 1/3 C Nescafé Red Mug instant coffee 1/3 C Sugar 1/3 C Hot water Dalgona Wafer Opera CHOCOLATE MAYO BUTTER SPONGE CAKE WHIPPED CHOKELLA GANACHE KITKAT CRUMBLE NESCAFÉ DALGONA HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 20 FIND OUT MORE ABOUT US HERE: INGREDIENTS
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COVER STORY JULY 2020 HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 22 Hungry for More His leadership style is marked with a great sense of humour, genuine desire to serve all stakeholders and deep thirst for knowledge. His particular brand of expertise and ambition is marked with a vision to impact and improve both the business and social communities of the region. With more than 20 years of F&B leadership experience and a Master’s in Business from the University of Hartford, USA, Ralph, a family man and avid reader, is committed to leading from the heart and with a passion for excellence. Ralph’s company vision is to remain a purpose-driven, result-focused business, and operate with a synergistic alliance of professionals who strategise, plan and impact prosperity for all. Lincoln Hospitality’s mission is to provide superbly experiential dining in premium locations in Middle East and Europe. Tell us a bit more about Lincoln Hospitality – your venues, unique guest experiences and how the concepts came to be. Lincoln Hospitality owns and operates premium F&B brands across Middle East and Europe. In the UAE, the following brands come under Lincoln Hospitality’s umbrella: La Serre Bistro & Boulangerie, Taikun, Distillery Gastropub, and The Loft at Dubai Opera. La Serre Bistro & Boulangerie has established itself as the number one breakfast spot in the Downtown Dubai area, with most weekends seeing the outlet fully-booked – particularly for our newly-launched Champagne Breakfast in Bistro, also for our new Mademoiselle Ladies’ Night on Wednesdays. Since its launch last year, Distillery Gastropub has fast become the area’s favourite local. It’s a place where friends meet to catch-up, watch live music and enjoy wholesome food and craft beverages. Distillery promises a good time till the early hours – it’s a fun spot. It offers everything from post-work happy hours, gastro dining and weekend brunches. With a seating capacity of 80 and a small outdoor terrace, it’s a cosy community hangout. ‘Taikun’ is an archaic Japanese term for respect, which once referred to an independent ruler who didn’t have any imperial lineage. Its literal meaning is ‘Great Lord & Prince’ or ‘Supreme Commander’. Our dining experience include brunches and ladies’ nights. With Ralph Homer, CEO and co-founder of Lincoln Hospitality, and Restaurant Secrets Inc., has spent most of his life in the UAE in F&B, as an operator, trainer, consultant and business leader
HOTEL & CATERING NEWS ME 23 COVER STORY JULY 2020
HOTEL & CATERING NEWS ME 24 COVER STORY JULY 2020 a seating capacity of 250, Taikun is the perfect venue for private and corporate events. The Loft at Dubai Opera was conceived around the poetry of an oyster shell, and its award-winning design by Alexander & Co in association with Tribe Studio, is a harmony between oceanic architectural references and contemporary design. Each element pays tribute to the colours and tones of the sea, oyster and sea cliff. Serving Modern European cuisine with emphasis on the freshest seafood and the best produce, The Loft has a glamorous atmosphere and seeks to be a timeless and sophisticated destination for the enthusiasts of fine food. It’s open for dinner, hosts a caviar brunch on Fridays, serves pre- and post-theatre dining, and offers live entertainment. What are your core brand values? At Lincoln Hospitality, we strive to have impeccable service standards. The quality of an experience will be remembered long after the price has been forgotten. Mindfulness and anticipative leadership form the key foundation of our service strategy. Passion comes next. A desire and capacity to go above and beyond mediocrity is often what separates average performers and amateurs from extraordinary performers. When you pour passion into your work. and into your life, everything has more value. It creates interest, it gives meaning and it guarantees quality. Then there’s excellence. Unlike perfectionism, excellence is a standard for personal achievement, totally immersed in the belief that we are capable and meant for much more than we fathom, think or conceive. And excellence is impossible without passion. We define ourselves as people filled with a passion to excel. Lastly, we value consistency. It’s the difference between failure and success. Consistency allows for measurement, creates accountability, and establishes your reputation. It’s about being the same regardless of the situation. By focusing on people first, being consistent and always serving others, we can find success. What was your “turnaround plan” in the wake of the COVID-19 pandemic? Yes, the pandemic has disrupted business, but I’m the kind of person who thrives when something tries to push me down. The pandemic has brought out a refreshed hunger in me that pushes me to continually raise the bar and push for greatness during these tough times. We’ve had to tighten our belts and really buckle down, but we’re already experiencing a turnaround in business – success is possible with the right formula. I refuse to cower in the face of a downturn. My way is to adapt, be flexible and work with my colleagues to push forward. From tough times comes greatness, always. I’ve been though it before. I was here in UAE in 2008 and 1999 when we experienced downturns, and also in 1991 during the Gulf War. Times were tough, but we bounced back. During times like these it’s important to be lean in business and go back to basics. We’re focusing on immaculate details and impeccable quality, whether in the ingredients we use, the presentation of dishes, or touches on our front-of-house service. We’re revisiting everything and ensuring we’re at the top of our game. We’re also currently going through a big rebranding to make us stand out from the Distillery WWW.HOTELNEWSME.COM
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 26 crowd. Staying hungry for success during these times is vital. What measures have you implemented and how have you mitigated the damage? We have amazing teams in all our outlets – this isn’t a one man show. We have outstanding talent working with us at Lincoln Hospitality, and my employees are the ones who bring everything together during these challenging times. It’s because of these people and their exceptional work ethic and dedication that we survive. We can’t ride forever on successes of the past, we must continually innovate, invest and push forward towards new activations, new trends and markets, investing in public relations, strengthening relationships with our customers and establishing new ones. Evolution is key. We live in the present, yes, but we must always anticipate what is to come. This is how I operate. COVER STORY JULY 2020 La Serre Taikun
HOTEL & CATERING NEWS ME 27 Pushing forward on all fronts with new ideas, and staying upbeat and energetic to keep up with the market’s demand. In terms of the UAE restaurant market, I’m a big believer in research and observation, so I dedicate time to visiting other restaurants in the area to see how they are managing during this time. Last weekend, I tried to make a reservation at a handful of restaurants for a Friday night and all were fully booked. So, I’m positive that we’re already on the road to recovery. We, of course, need to take into consideration that places are not operating at 100% and tables need to be socially distanced, but in time, the industry will make a full recovery and I believe we’re already making progress. I believe that 2021 is our year here in the UAE, especially with Expo coming. Has your relationship with suppliers changed in any way? Many of our supplier relationships have actually been strengthened throughout Ralph Homer COVER STORY JULY 2020 The Loft
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 28 COVER STORY JULY 2020 all of this. I have personally met with our suppliers to ensure we will continue to work closely together and get through these challenging times together. Our relationships are long-term and we will continue to move forward. You have directly and indirectly been involved with 261 F&B brands across different GCC markets, how different is the F&B world in the region from the rest of the world? What works in Europe or North America, might not always work in the GCC region. The unique melting pot of the nationalities around this region makes it different from the rest of the world. The culture here plays a role, and so does the diversity in consumer taste buds – all of this makes a huge difference in how we operate and market our brands. Can disruptive technology help the new industry revolution? Absolutely, without a shadow of a doubt. Those that ignore it and its value will be left behind. Currently, we’re developing our own in-house loyalty apps for our customers, as well as collecting data to understand consumer behaviour and adapting our internal technologies to cater to their needs. Artificial Intelligence is the future. How will marketing messages change in the future, especially in the aftermath of the pandemic? Our marketing efforts are based around the company’s core values. Exceptional service and the safety of our guests have always been a priority in our restaurants and that hasn’t changed. We’ve made additional efforts to show our guests the safety precautions we’ve taken in our restaurants to ensure their safety. Our focus is on what our team is doing day in and out, the guest experience, the effort the culinary team has put into each dish served to our diners, and being authentic in what we do in our brands. 9) Where do you stand now and where are you directing future growth? Taikun Distillery
HOTEL & CATERING NEWS ME 29 COVER STORY JULY 2020 In market downturns, there’s always opportunity. Lincoln Hospitality is taking this time to penetrate new markets, including Riyadh, London, and Monaco. We’re already on track to launch the La Serre brand in King Abdullah Financial District, Riyadh, Saudi Arabia later this year, and we have further expansion plans for 2021, including a brand-new outlet in the Marina end of Dubai. We’re also launching a Dark Kitchen model, with a facility set to launch in DIFC by October. We have to be adaptable in business, and I truly believe in pushing higher during difficult times to achieve success. The Loft
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 30 GM INTERVIEW JULY 2020 Alfio Bernardini is the general manager at the Grand Plaza Mövenpick Dubai Media City. The hospitality veteran of Italian origin is well-versed with the going-ons of the industry, given his decade of experience across Europe and the Middle East Grand Ambition Bernardini’s current role at Grand Plaza Mövenpick involves overseeing the seamless operation of all departments within the property. Working closely with staff and guests alike, he ensures a consistently enhanced experience and organisation of staff activities to guarantee exceptional hospitality provisions. What are the unique points of your hotel? Grand Plaza Mövenpick Media City is the only 5-star property in Dubai Media City, a vibrant business district overlooking the Palm Jumeirah and 20 mins away from Dubai Airport. Our hotel features a state- of-the-art Convention Centre, spacious and elegant rooms and suites, an outdoor pool, a fully equipped gym, spa, three restaurants and a rooftop bar with breath- taking views of the Arabian Gulf. Moreover, we have been recognized by our guests, as one of the top five hotels in Dubai on TripAdvisor, and finally, our team is fully trained on ALL Safe program to safeguard our guest’s health and safety during their stay. We’re ready to welcome guests as soon as they are. What are the main challenges you face in hotel management? For the majority of colleagues working in the industry, there are a number of challenges that are common among most of us. Due to current global climate, we shall continue liaising with all parties as we navigate through this phase. What’s the importance of online hotel reviews and social media feedback, and how much of it do you take on board? We take each and every comment from the guests with utmost importance and care. On one hand, we constantly share all the positive comments received with our team members as an encouragement for them to continue delivering the great service appreciated by our guests. We also take any suggestions for improvements given by the guests very seriously in order to further elevate the guest experience. One the other hand, we have implemented regular quality meetings conducted with all the concerned key leaders in the hotel, in order to be able to achieve these high scores and look for opportunities to improve. As a result of our quality and consistency, we have managed to climb to the top five best hotels in Dubai on TripAdvisor within the first year of operation, while maintaining a 9.3 score on booking.com. How do you evaluate employee performance, and keep your team motivated? As an Accor property, we consider performance management a key component of our Talent strategy. We some hotels have ceased their operations and remained closed, some other have continued their operations, and we were one of them. The impact of COVID-19 has significantly affected the overall business within a very short timeframe and it has led our team to become more agile and resilient by reorganising our operation. As we’re progressing, the main challenge will remain to be able to manage our resources and our teams, not only on a short, but rather on a medium- to long-term period view. Preserving jobs and assisting our team has been a priority and we’re proud of our employees’ response and dedication throughout this phase. Implementing the new safety measures and reinforced cleaning standards has been a quite extensive exercise and it has taken a lot of efforts to implement always having clear corporate guidelines which have helped the team throughout the process. As our business has been significantly impacted and overall revenues streams have changed, key measures such as a thorough control of the expenses have been implemented to an extent we have not seen before. However, these challenging times are also offering opportunities to learn. The support from our owning company as well as our management company Accor has been crucial in this phase and
GM INTERVIEW JULY 2020 HOTEL & CATERING NEWS ME 31 Preserving jobs and assisting our team has been a priority and we’re proud of our employees’ response and dedication throughout this phase.
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 32 believe in providing a Talent management framework that allows employees to perform at their best and keep them engaged, which contributes to the overall business objectives. Performance Management measures the behaviours, skills and achievement demonstrated by the employee over the past 12 months and it reflects a dialogue between the manager and employee. We recognise that our Employees are our most enthusiastic ambassadors and our biggest assets. Our goal is to be an inclusive company, which means we motivate our employees by the very values that we would like to see in them. • We’re open to all and proud of our differences, bringing together employees from 48 different countries. • Empower people and encourage our talent to blossom. This by conducting trainings, cross exposures, performance development, coaching and counselling, this helps in getting out the potential and hidden talents from our Heartists. • Caring about our employee’s wellbeing and balance. Making sure our team is taken care of by having a work-life balance, good accommodation facilities, recreational spaces for sports and other activities, transportation services, cafeteria services, health and life insurances, etc. What systems do you have in place for resolving guest complaints? We believe that guest feedback is extremely important, as it always helps us to improve and exceed guest expectations. We constantly meet guests in the lobby, restaurants and ask about their feedback on the stay and if there’s anything we can do better from their point of view. Our team is also conducting courtesy calls to all in-house guests to inquire about their experience. After collecting this feedback, our team records all the comments and suggestions in our system, and we share it with the concerned leaders to look into them, and implement solutions and improvements where needed. What would you like to tell visitors about the hotels’ F&B offerings? One of our main F&B highlights is our rooftop destination TWENTY THREE. A venue where guests can discover 360-degree views of Dubai, while enjoying affordable beverages in luxurious yet laid back surroundings. We’re giving back to the community and residents by offering great deals from our suppliers directly to GM INTERVIEW JULY 2020
HOTEL & CATERING NEWS ME 33 the end consumer. Our guests can enjoy beverages from AED 13 onwards while enjoying great delicacies from the chef. Additionally, our Slice Restaurant, an Italo-American Deli, offers daily the freshest pizza and pasta for lunch and dinner. Our venue is a perfect city escape along with the adjacent Grand Lounge under the majestic chandelier “The Swoop”, where guests and visitors can relax and step away from the buzz of Media City or simply enjoy working in a peaceful yet elegant environment without leaving the Innovation Hub district. Moreover, over the weekends, I would recommend hanging out by our pool lounge ‘Bytes’ to enjoy the summer sun from lunchtime until sunset. Please tell us a bit more about new measures in place for COVID-19. The health and safety of our guests is our priority. Upon arrival, guests are welcomed by our trained concierge team immediately and the temperature screening is taken before entering the property. Moreover, our team has been trained to explain the new ALLSAFE measures and guide along our guests to make their experience safe and comfortable. Furthermore, our ALL Safe officer is responsible of implementing health and safety measures in compliance with ALLSAFE label standards and to lead the preventative hygiene measures in line with government regulations. Additionally, we have taken all precautions possible to ensure the check-in and check-out procedures are as contactless as possible. For example, for a seamless check-in process, we have implemented an e-registration card, where first guests type and e-sign on the iPads, then guests scan their IDs and passports by themselves through the designated scanner to avoid any contact from the Reception team, followed by placing the key card by themselves on the key encoder machine to program it, and finally, they are encouraged to use contactless payment methods, such as cards, pre-arrival online payment, etc. During check-out, guests are kindly requested to drop the keys into a specific box, verify and e-sign their invoice on the iPad. They use the contactless payment procedures to settle the bill and finally we send them the invoice via email. How has your strategy shifted? Taking into consideration the global scenario, we have focused on key source markets that will drive considerable revenues. Making sure our team remains updated on post COVID-19 measures, and always monitoring market performance and dynamics such as tourism initiatives and aviation updates to track which destinations are likely to open first. Moreover, our strategy has heavily focused on offering attractive deals to domestic market that caters to current demand such as staycations and F&B special offerings. We always prioritise the health and safety of our guests by implementing strict measures in compliance with ALLSAFE label standards and in line with government regulations. GM INTERVIEW JULY 2020
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 34 THE BUSINESS JULY 2020 Ziad and Rowan Kamel, the duo behind Cloud Restaurants, reveal their secrets to success, finding gaps in the food delivery world and more Cloudy with a Chance of Good Eats Where can we find you? You’ll find us staying safe at home with our kids during lockdown! As for our online delivery-only restaurants (aka Cloud Restaurants), you’ll find them on all the online ordering apps. The wonderful world of cloud restaurants means we’re accessible to all. Our delivery-only restaurants operate with the best cloud kitchens partners (aka ghost kitchens) in Dubai, servicing almost all residential and commercial communities in this wonderful city.
HOTEL & CATERING NEWS ME 35 THE BUSINESS JULY 2020 What are your job roles? Our job is to create, eat, implement! In addition to creating and tasting dishes, our roles complement one another. Ziad is our CEO and leads business development, operations, finances, legal matters and corporate governance. Rowan is our chief brand officer (aka CBO) and fully immerses herself in restaurant brand development, research, menu creation, menu engineering, content development and marketing. We’re both obsessed with continuously innovating and creating the best online- restaurant customer experience possible. Tell us a bit more about your business. We’re passionate about creating the best online restaurants for the food delivery world. Our company is called Cloud Restaurants and consists of eight delivery-only online restaurants operating out of seven cloud kitchens in Dubai. At the moment, we’re in the growth phase and continuously add new delivery-only restaurants operating with a growing network of cloud kitchen partners. Here are our current cloud restaurants: Go! Greek, Go! Healthy, Go! Pasta, Go! Pasta & Risotto, Go! Chinese, Go! Noodle, Go! Cook, and Go! Combo. All of our brands are all available on Deliveroo, while Go! Chinese & Go! Noodle are available on all your favourite delivery platforms. You can even order directly from us. Our team is made up of chefs who are passionate about what they do, with established careers in fine dining. Every single ingredient they source and dish they create is made with the philosophy that it could be served in a fine dining restaurant while working well for delivery. The heart of our business are our 65+ cooks across our cloud kitchens. These are the guys and gals who make sure your food is being cooked to the highest standards every single time you order from one of our Cloud Restaurants. We’re extremely proud when we hear our customers say that their delivery meal was better than meals they’ve had in renowned restaurants. This is the ultimate vindication because so much thought and effort goes into creating a cloud restaurant dish – from noble ingredient selection, to cooking methods, sourcing quality sustainable packaging and ensuring the best delivery. What are you offering customers amid this global pandemic? The COVID-19 pandemic brought with it many tactical hard-sell discount deals in the food delivery world. We always focus on providing value, rather than flat discounting, as we don’t believe discounting is a sustainable strategy for any restaurant. Discounting is a slippery slope and tends to compromise on quality eventually harming both the customers and restaurants. We’re offering customers value, while ensuring the highest quality amid this global pandemic. We understand that times are tough during #stayhome. For example, we recognise that parents are juggling work from home and home- schooling, and may not have time to Ziad and Rowan Kamel
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 36 prepare meals for the family. To satisfy this important need, we created high quality family meals for affordable prices. Launching soon, our Go! Combo concept is being created to offer a variety of dishes from one place from our different cloud restaurant concepts – all strategically portioned and priced to ensure maximum value. For example, from Go! Combo, you will be able to order a combo meal that looks like this: Italian pasta from Go! Pasta + a Greek Gyro from Go! Greek + Grilled Chicken from Go! Healthy. Our orders have increased since the pandemic and this is our way of giving back to our customers who continue to support us throughout. What safety and hygiene measures are you taking? A whole lot! The cloud kitchens we partner with have always operated with the strictest food safety and hygiene measures. With the pandemic, efforts were ramped up to ensure maximum shielding against COVID-19. Some of the measures taken are: only authorised personnel are allowed inside kitchen facilities, all employees undergo extensive COVID-19 training for contactless food handling and sanitation protocols, kitchen sanitisation is conducted several times a day, delivery bags are double-sealed, contactless delivery is implemented, and temperature and health checks are conducted regularly for all kitchen and delivery staff. Plus, delivery drivers wear gloves, masks, and sanitise themselves, and the delivery bags before and after every delivery. Efficiency is an important pillar for us. With our thorough sanitisation practices, we know the delivery time of orders may increase slightly, however, it’s well worth it for everyone. What support are you looking for from industry partners/suppliers? When the COVID-19 pandemic started, the phrase, “we’re all in this together” was being used frequently. We use it, practice it, and believe in it. Of course, we would love it for suppliers to give us relief in payment terms. We obviously would love a decrease in commission from our delivery partners. However, we understand that we truly are all in this together. We have been working with both our partners and suppliers to find ways to help each other to ensure win- win solutions. Our industry partners were once startups and they are still in the process of growing and figuring things out. For the most part, the people in the restaurant industry represent one of the happiest eco-systems, so for one of us to ask the other to make less so we can make more isn’t what is going to help right now. We like to motivate our customers to give themselves more breaks by ordering from us. This is the best way for everyone to win. Trust in us and our delivery partners that the food we’re creating and cooking is clean, delicious, and the entire order-to-delivery process is sanitised so you get the best, always! Keep ordering online and don’t let fake news tell you to avoid food delivery. What challenges are you currently facing given the circumstances? One of the challenges we faced is the change in customer ordering behaviour. With offices closed, work lunch orders have almost vanished. On the flipside, with people home for dinners and on the weekends, we’ve seen a spike of orders during these times. We quickly adjusted our menus and offerings to better suit the new reality. As a result, our order numbers continued to grow and we have remained on top of our game, albeit constantly on our toes, pivoting and adapting our restaurants on a daily basis. On the operational side, we had to manage transportation logistics to ensure THE BUSINESS JULY 2020
HOTEL & CATERING NEWS ME 37 our team could still make it to our cloud kitchens safely amid the lockdown and shutdown of public transportation. As a result, our opening times were reduced from 10:30am to 10:30pm. We used to offer breakfast menus from 8:30am and delivered food till midnight for customers who like their peaceful early morning snacks and for those who indulge in midnight munchies. We invested in transforming the way we work by understanding, training, and operating our kitchens in line with the requirements and recommendations by the authorities and the World Health Organization. We work hard to make sure Cloud Restaurants are simply the best restaurant delivery brands out there. What kind of support are you offering your staff? Every day, we’re grateful that our business continues to grow despite the global pandemic and its many challenges. We continue to innovate, develop and launch new brands in new kitchens. We’ve supported our team throughout, morally and practically, by ensuring their job security while investing in their safety. Our team is motivated and excited to be working with purpose during these times. What are your plans once everything gets back to normal? We look forward into the future, not back. We believe in a linear trajectory, in life and in business, therefore treating each day, week, month as our new normal. While we continue to plan for the future, we’re also pragmatic realists and understand that what we do should reflect the current reality. We’re launching a new group of delivery-only restaurants under the brand “Lotsa! Restaurants”. This group of Lotsa! Restaurants have value as a fundamental principal, without compromising on quality. You may not have truffle, the fanciest mushrooms, and buffalo cheese like in our Go! Restaurants brands, but you will have Lotsa! Love, Lotsa! Passion, Lotsa! Freshness, Lotsa! Quality and most importantly Lotsa! Value. We want you to order from Lotsa! Restaurants more often to give yourself a break from grocery shopping and cooking. Anything else you’d like to add? Our dream is to be the best online- restaurant company in the world! Our purpose is to create meaningful online restaurants using the most noble ingredients, innovative sustainable packaging, and enjoyable customer experiences. We’re dedicated to innovating the online restaurant industry and operating at the highest standards possible. If you order food online, we want it to be from Cloud Restaurants. THE BUSINESS JULY 2020
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 38 SUPPLIER WATCH JULY 2020 Designed to help companies adjust to the new normal and re-boot businesses across the MENA region, Fine Disinfection Solutions is a new service that aims to disinfect and stop the spread of germs in a wide range of premises, including restaurants, hotels, gyms, schools, restrooms and laboratories, as well as offices, warehouses, factories and more. We caught up with James Michael Lafferty, CEO of Fine Hygienic Holding, to find out more about the bespoke disinfection service and what it means for the UAE and MENA hospitality industry. What does Fine Disinfection Solutions offer businesses in the hospitality sector? Quite simply, our new product offers reliability and reassurance to operators. As the industry adjusts to COVID-19, operators and brands must balance tackling the realities of the pandemic while re-engaging with core customers. Hygiene standards are the common denominator. Consumers will be aware of government guidelines, but they will also expect their favoured restaurants and hotels brands to go the extra mile when disinfecting surfaces and objects to The COVID-19 pandemic has momentarily crippled vast swathes of the hospitality sector along with other sectors worldwide, and as the industry tentatively navigates the boundaries and realities of our ‘new normal’, sector players are in unchartered territory when it comes to consumer confidence THE FINE LINE
HOTEL & CATERING NEWS ME 39 SUPPLIER WATCH JULY 2020 mitigate potential sources of infection and disease. Walls, floors, tables, countertops, desktops, doorknobs and faucet handles, all can transmit viruses from person to person. Therefore, disinfecting premises is a crucial step in protecting lives and amplifying consumer trust in your brand. Fine’s world-class disinfection solutions will help sanitise, disinfect, and stop the spread of germs by providing streamlined disinfection of high-touchpoint surfaces, regardless of facility type. Businesses within the hospitality sector understand the operational importance of hygiene standards in kitchens and room cleaning. As hospitality sector businesses finalise their re-opening strategies, they must prioritise disinfecting public and working spaces to ensure the safety of guests and employees. Fine Disinfection Solutions offers businesses complete peace of mind when it comes to saving lives and protecting brand reputation. As one of the most trusted brands in the hygiene industry, Fine Disinfection Solutions is well-placed to support businesses within the hospitality sector and supporting industries as they aim to come back with a stronger and safer offering. How does Fine Disinfection Solutions work? Fine is committed to helping brands manage safe spaces that protect lives and mitigate operational risk. We do this by employing EPA-approved products engineered to disinfect a wide variety of contact surfaces, including floors, walls, countertops and more. Our solutions ensure germ-protected environments which avert pathogen evolution that may lead to developmental abnormalities and mortality events. The Fine Disinfection Solutions system delivers effective biocidal action against bacteria, fungi, algae, and viruses, including Coronavirus. What is the process? It’s a full disinfection solution that includes treatment, waste management procedures and post-disinfection safety briefing. All services, including spraying and fogging, are undertaken by highly trained disinfection professionals sporting the full armoury of personal protective equipment (PPE), including suits, gloves and Fine Guard face masks, as well as Fine-sterilised paper tissues and no-touch wastebaskets. All products used in the process have approved data sheets and are fully endorsed by relevant authorities in each regional market. We always follow the highest safety and waste management procedures for handling waste, which include wearing protective suits, gloves, and Fine Guard face masks. Which markets are you operating in, and can you name any clients? We have launched the product in the UAE, Saudi Arabia, Jordan and Egypt. We do not wish to name our clients, but we have signed contracts with major international and regional groups, a high- end automotive company, and a regional online food delivery service. Companies are working hard to ensure optimal hygiene practises across their working environments when employees return to work, and Fine Disinfection Solutions is tailor-made for this very purpose. How do you see businesses and institutions within the hospitality industry changing in light of the COVID-19 crisis? Aside from an even greater focus on hygiene practises, we can expect a considerably transformed hospitality sector when markets reopen. Of course, it’s not just the hospitality sector that has been affected, all other industries will have to adapt to the ‘new normal’ of greater hygiene, health and safety requirements. Inevitably, markets will vary based on local government guidelines, but we can say with confidence that we expect all stakeholders including consumers to have a different attitude towards health, safety and hygiene moving forward. Has your company implemented any new measures in the wake of COVID-19? Any special requests for contactless/no- touch, for example? Fine has been working on multiple fronts in the wake of COVID-19. As the MENA region’s leading producer of hygienic products and solutions, Fine has dramatically increased in-market production of SKUs including a range of reusable Fine Guard masks and gloves which incorporate Livinguard, a breakthrough technology that gives textiles self-disinfecting properties, providing protection from bacteria, viruses and fungi. We have also continued to produce a full range of hygiene solutions and house-hold products endorsed by the Medical Wellness Association. We have also created a dedicated regional relief fund, which has now funnelled US$2 million in products and cash donations to regional governments and communities. Finally, we have gone above and beyond in supporting and protecting our staff during these extraordinary times. Staff wellbeing is hugely important to the Fine family and new measures - including a mental health support hotline for staff and WFH procedures to ensure the health and safety of our team – are helping us communicate with our staff and ease concerns. James Michael Lafferty, CEO of Fine Hygienic Holding
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 40 EVENT REVIEW: ONLINE DISCUSSIONS WEBINAR 1 JULY 2020 Hotel & Catering News Middle East has hosted its first webinar, addressing some of the toughest challenges facing operators amid the COVID-19 pandemic The Way Forward for F&B Speakers As the F&B world gradually re-opens, everyone from owners and marketers, to restaurateurs and staff are finding themselves working under new conditions. From operating at a reduced capacity, to adjusting to improved health and hygiene measures, this webinar discussed the future of the industry – the good, the bad, and the ugly – as restrictions are eased across the globe. The speakers in attendance were Abdul Kader Saadi, Founder & Managing Director, Glee Hospitality Solutions, Christian Salloum, Founder & Managing Director, BrandPortunity, Dries Vande Velde, Head of Marketing & PR, Creneau International and SWR Hospitality. “In the scope of time and the ever-evolving world F&B stage, we have born witness to how the implications of circumstances beyond our control can severely impact our respective industries. The F&B industry is an sector that responds to change whether positive or negative and to adapt needs to be vigilant in how it adapts in light of these precedents,” said Saadi. Regarding the future of F&B, in terms of projections, I believe landlord and operator relations will improve, as both parties will have to strive to coexist and find a more amiable medium for better dialogues. Aggregators are currently under pressure with regards to their fees and will continue to be so in the future to come.” Saadi added that innovation will continue to spur future F&B trends and dark kitchens/ dark brands will continue to grow as a sustainable and attractive option. “Technology and the future are almost symbiotic and in the F&B industry it will take a front seat in sector activities. Due to its versatility, in application (i.e. newly developed technology), this could be applied in several formats, whether that be for areas of safety protocol, payment, delivery, management and/or automation of the production line,” he explained. “In summary, despite all obstacles, we have to believe that all aspects of the F&B industry can and will return to normal at some point. The key is to remain positive and never abandon the search for alternate methods to reinforce the foundations for the future.” As for Salloum, he highlighted: “The digital transformation happening now is a ‘survival mode’ and not growth for some key players in the market, and for them, it’s going to slow down post-COVID-19 and increase for some others.” “At the end of the day, people will continue to go back and sit in a nice casual (chic) restaurant and dine. F&B in general, and restaurants in specific, constitute a resilient and entertaining sector. Wherever we go, or travel for business or leisure, we always look at restaurants addresses where we would be interested in dining, or organising our business meetings; important business agreements are signed over business lunch or dinner events. However, things might be different, and we will need to get used to the new norms, temporarily.” Christian Salloum Founder & Managing Director, BrandPortunity Dries Vande Velde Head of Marketing & PR, Creneau International and SWR Hospitality Abdul Kader Saadi Founder & Managing Director, Glee Hospitality Solutions HCNMETALKS
WEBINAR 2 Hotel & Catering News Middle East has hosted its second webinar, addressing some of the toughest challenges facing restaurants in the aftermath of the COVID-19 pandemic Speakers Will UAE Restaurants Bounce Back? In this webinar, key industry players discussed the short-term steps businesses and suppliers can take to respond to the disruption resulting from the global spread of COVID-19 - looking ahead towards longer- term solutions for survival and recovery. • Could COVID-19 prompt a total strategy transformation? • What vulnerabilities and shortcomings has the pandemic exposed? • How are restaurants and suppliers ensuring an above-and-beyond approach to hygiene? • Will diversified sourcing and digitisation be key to building stronger, smarter businesses? Speakers in attendance were Naim Maadad, Chief Executive & Founder, Gates Hospitality, Raffaella Campagnoli, Founder & Managing Director, LIRA Strategy Partners, Omar Shihab, General Manager, BOCA, and Reif Othman, Chef & Founder, REIF Japanese Kushiyaki. “It was an absolute delight to be on the expert panel – and as always during the good times as well as times of challenges we’re now in. It has been a privilege to communicate, exchange ideas, discuss best practices and share experiences learnt during the pandemic,” says Maadad. “Happy to see the brands in the industry doing their bit and fighting the battle in the best ways feasible. With the Middle East Restaurant Association (MERA) launched, which has been in the making for 30 months now as an initiative discussion, we thought this was the most apt movement to launch the entity. MERA is aiming to frame the agenda for the industry and will provide help, advice, and information to business owners and other members of the food and beverage fraternity – from the top to the bottom,” he adds. “A non-profit organisation, MERA will act as a centre-point to connect and promote F&B stakeholders as well as curate the agenda for the UAE’s restaurant industry. In addition, it will also seek to help and advice concerned industry participants. A platform for innovation, coordination and education – MERA endorses sustainability, responsibility and food safety, while ensuring longevity, and ultimately, helping curate a better future for the wider F&B industry. Thank you for P R E S E N T E D B Y I N A S S O C I A T I O N W I T H inviting me as a panelist and looking forward to many more in the future.” “The webinar discussion pointed out four opportunities for MENA to face the challenge,” says Campagnoli. “Togetherness – one single outlet cannot survive the challenge by itself. Synergies within the industry are needed for streamlining the value chain and more negotiation power with suppliers and providers.” “Digital enablement is a must – starting from the ordering and delivery to outlet flow re-engineering, as well as analytics platforms enhancing demand and material forecasting. Plus, flexibility is needed – which means agility in general, but especially on labour contracts, so to keep up with productivity levels and allow SMEs, as an example, to co- employ labour.” “Finally, a new way of consuming – F&B outlets have to face the new consumption habits in an open way. Eating at home is representing not just a pick up or delivery opportunity, but also a new business model (restaurants could deliver raw or semi-raw materials instead of ready-made food),” concluded Campagnoli. Naim Maadad Chief Executive & Founder, Gates Hospitality Raffaella Campagnoli Founder & Managing Director, LIRA Strategy Partners Omar Shihab General Manager, BOCA Reif Othman Chef & Founder, REIF Japanese Kushiyaki HOTEL & CATERING NEWS ME 41
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 42 CHAIN OF THE MONTH JULY 2020 MILLENNIUM HOTELS AND RESORTS GROWTH AND KEY ASPECTS • There are nine hotels due to open in 2020 in the Middle East region. • With 33 hotels in development, the Group has one of the Middle East's most significant pipelines in the region. • Upcoming hotels include Grand Millennium Resort Tabouk, Grand Millennium Konya Hotel. • By the end of 2020, Millennium Hotels and Resorts will operate 54 hotels in the Middle East and Africa, growing from 28 properties in 2016. • The Kingdom of Saudi Arabia is a key strategic focus for the Group with more than 20 hotels set to open within the next five years. The expansion will cover, not only the Holy Cities of Makkah and Madinah, but also extend across locations in the North, South and Western provinces, offering a variety of brands from the portfolio
HOTEL & CATERING NEWS ME 43 Millennium Hotels and Resorts owns, asset manages and operates over 145 hotels worldwide. With almost 40,000 rooms globally, the company is present in nearly all 8 continents with a portfolio of brands, which serve different market segments. Millennium Hotels & Resorts Middle East & Africa currently operates 45 hotels with nearly 15,000 keys in addition to nine hotels are due to open in 2020, and 33 hotels in the pipeline across the region. Biltmore Hotel Tbilisi, Georgia CHAIN OF THE MONTH JULY 2020 INDUSTRY TRENDS • The Middle East hospitality sector continues to mature from its existing provision of luxury and branded hotels to the need for more upscale and midscale developments reaching international standards to meet the demands of a broader spectrum of visitors. • More lifestyle, midscale segment properties and innovative accommodation solutions have begun entering the market, catering to broader segments. • Adventure, solo, and family travels are the categories which attract the most significant number of people into the region, but young travelers as a source of inbound business will continue to dominate. • Since younger travelers are substantially technology savvy and demand more flexible pricing and trendy hotel concept, the midscale sector will play an important role. • Health and wellness are playing an increasingly more significant role today, where hospitality ought to amend its offering to adapt to the demand for sustainability and efficiency from as early as the designing phase of a hotel. • New independent culinary concepts are rising with unique offerings and experiences outside of the traditional hotel offerings to meet the guests' changing needs. DID YOU KNOW? The hotel’s portfolio is diverse; from 3-star to luxury properties, it includes dry and Sharia-compliant hotels, leisure resorts and business hotels all tailored to meet the needs of its surrounding and source markets.
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 44 CHAIN OF THE MONTH JULY 2020 MILLENNIUM HOTELS CONTRIBUTES 60 ROOMS TO SHEIKH KHALIFA MEDICAL STAFF IN THE WAKE OF COVID-19 Millennium Hotels and Resorts offered 60 rooms at Crowne Plaza Abu Dhabi and Holiday Inn Abu Dhabi Downtown, minutes from Sheikh Khalifa Medical City, to allow frontline medical workers to get some well-deserved rest while on standby for urgent cases coming in. Ali Lakhraim Al Zaabi, group chairman of the Lakhraim Business Group and president of Millennium Hotels and Resorts in the Middle East and Africa, said: “During this period, it’s important that we come together to show our support and this is why Lakhraim Business Group Tetra Hospitality Investment has contributed with rooms in Abu Dhabi and Dubai.” “The contribution from Millennium Hotels puts the spotlight on some of the beneficiaries of our programme. The frontline medical workers are the unsung heroes of our effort against current health challenges and these hotel rooms express our gratitude in a practical and helpful way,” said Her Excellency Salama Al Ameemi, director-general of Ma’an. DID YOU KNOW? Millennium Place is the latest addition to the brand portfolio and is built based on a “Find Your Happy Place” proposition, a commitment to delivering smiles through different touchpoints during guest stays. NEW HOTELS • Millennium Place Doha (Coming Soon) Q4 2020 • Grand Millennium Tabouk (Coming Soon) • Millennium Place Barsha Heights (New) • Studio M Al Barsha (Coming Soon)
HOTEL & CATERING NEWS ME 45 IN NUMBERS IN NUMBERS TURKEY - 1 TOTAL - 45 SAUDI ARABIA - 8 IRAQ - 3 PALESTINE - 1 OMAN - 4 QATAR - 4 KUWAIT - 3 UAE - 19 JORDAN - 1 UAE 7,475 Saudi Arabia 3,843 Qatar 735 Jordan 177 Kuwait 705 Oman 1,037 Iraq 463 Palestine 171 Turkey 127 Total 14,967 CHAIN OF THE MONTH JULY 2020 Number of room keys per country Number of hotels per country in the region
MARKETPLACE JULY 2020 We interview Table and Beyond Managing Partner Ghizlane Binzakour for insights on the latest in the industry Beyond the Table HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 46
HOTEL & CATERING NEWS ME 47 MARKETPLACE JULY 2020 Tell us a bit more about your business. At Table and Beyond, Hospitality is our passion. Our core ethos centres around delivering The Art of Hospitality at every step and level of hotel operations by ensuring that the fine details complete the client’s experience. Our Mission is to support hotel and restaurant establishments, and catering companies, and select and procure a wide range of supplies for their operations. We choose our suppliers very selectively as quality and reliability are non-negotiable at Table and Beyond. What has been the single most successful turning point this last year? Developing adaptability strategies and digitalising our business management methods. How has COVID-19 affected business? As with the majority of industries, COVID-19 has had a bad effect on our core client base – the hospitality industry. Initially, orders were put on hold and some even cancelled in the immediate confusion that ensued post-lockdown. However, we find a silver lining in every situation and the general health and business environment have prompted us to think outside the box, and cater to our clients’ altered requirements. We now proudly offer a full range of disposable wares as well as disinfection solutions, ranging from the industrial to customised, private-label personal disinfection kits. What are some of your newest ventures? We have signed numerous agreements for the supply of private label disinfection and sanitisation products, with clients ranging from hotels, restaurants, leisure facilities to gyms and other public venues. We’re currently expanding our foray into disposable table-top options and collections and are in talks with leading names to supply the same. Anything else you would like to add? The story of Table and Beyond started when I was in my youth, surrounded by the culture and art of exceptional hospitality. Inspired by my studies at the École Hôtelière de Lausanne in Switzerland, I created Table and Beyond to help clients focus on the guest experience by creating the best square metre. We’re passionate about hospitality and would like to work with our clients to translate this dedication to unforgettable client experiences, no matter the regulatory restrictions in place or the new “norm” requirements that we all live with now.
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 48 The London Project Co-Founder Stephen Valentino showcases the best of the venue’s concept in an exclusive interview with Hotel & Catering News Middle East The Heart of London The London Project is a very unique concept; tell us a bit more about its creation and your brand pillars. The London Project’s concept has gone through careful filtration of elegance, reverie and passion. A new London has emerged right here in Dubai, consisting of eight brand pillars. Interiors: The London Project paints the poetry of what’s to come, melding together ‘urban chick styling and finishing’s’ and infusing a ‘soft, natural palate of botanical space’. Described by Julian Peter Floyd, lead designer of The London Project, “the space was created to deliver multiple customer experiences” making it an ideal venue to revisit, during the day and at night. Art: How could a concept that channels the heart of London, not be completely infatuated with art? There are a number of specially commissioned, genuinely masterful works of art that are being introduced on the walls of The London Project, there to inspire, question and enjoy. Food & Theatre Kitchen: Since the 1980s, London has emerged from a food revolution, putting itself as one of the most important haut cuisine destinations on the map. The London Project brings that revolution to your table, with that same passion put in to every dish. The menu is themed around creative interpretations of British and Mediterranean classics. A selection of signature dishes, with inspiration and flavours pulled from a truly cosmopolitan spice rack. Brew & Grind: Queenie is The London Project’s totemic coffee machine, she sits proudly as you enter the side entrance of the venue and delivers customers great coffee. The London Project toils tirelessly to ensure all of its brewed beverages deliver on quality, meaning we only deal with ethical supply chains, with producers that give fair terms to their crop providers and own staff. They are part of The London Project family. On Air: Proudly a regional first, The London Project, Dubai, features its very own recording room, On Air. The voice of MOVERS & SHAKERS JULY 2020
HOTEL & CATERING NEWS ME 49 the Island by Meraas, I fell in love with the place. Before the island was built, you had to be on a boat to get the views that The London Project offers. From the restaurant you have panoramic views of JBR, Marina and the Palm, day or night it’s spectacular. Obviously being situated under Ain Dubai, the world’s new tallest wheel and world icon, is another huge attraction. From The London Project terraces, you feel like you can almost touch the wheel. We look forward to seeing it’s opening later this year and when the island is fully operational I believe Bluewater’s Island will become Dubai’s new favourite playground. The London Project looks forward to welcoming both local and international guests to enjoy the experience. How have you managed to mitigate the damage caused by the COVID-19 pandemic? The COVID-19 pandemic has been extremely tough on every industry and affects us all. The F&B industry was hit particularly hard, and our initial priority was our team and the ongoing survival of the business, uncertainty was the toughest thing to manage. However, with determination, our team were super enthusiastic to return to work and serve our guests once again. Our customers have all expressed the joy in being able to return to some sense of normality and socialise with friends and family by abiding to the new normal. The London Project is a very large and spacious venue so we have been able to provide a vibrant experience while maintaining the social distancing The London Project is raw and loud and will not be hushed, hustled, moderated or swayed by corporate interest. Coming soon, another region first, The London Project Podcast – stay tuned. The Butterfly Effect: The Butterfly motif is a signature part of The London Project’s brand identity: it was this kind of imagery that just seemed to fit a subtle yet strong reminder of beauty in the world. The Gin Garden: The Gin Garden is a key part to The London Project venue at Blue Waters “A wild, enchanted English country garden” art inspired by nature, by fairy tales and a dream of rural reclamation. The perfect place to soak up the stunning views and enjoy a glass of the good stuff. What makes the venue a hit in this market? Why have you chosen Bluewater’s? The London Project is a unique experience from start to finish. From the moment you enter the venue, you feel something different, the garden filled interiors offer an escape and sanctuary from the everyday. By partnering the beautiful interiors with great food, London-inspired beverages and friendly service and you have a recipe for success. At The London Project, we believe in detail and creating experiences. We chose Bluewater’s, Dubai due to its stunning location, future prospect and growth opportunity. When I was first shown The London Project is a unique experience from start to finish. MOVERS & SHAKERS JULY 2020
HOTEL & CATERING NEWS ME WWW.HOTELNEWSME.COM 50 BIN EID EXECUTIVE SEARCH (Specialised in 5* Hotel Sector) -Since 1995 Celebrating 24 years in Executive Search (Hotels & other Hospitality segment) We thank our Clients, Candidates, well-wishers who directly and indirectly helped us in our wonderful & blissful journey. We also thank the Almighty, Bin Eid team members, ex-employees, associates and numerous unseen souls who supported us to navigate in our 24 years of spectacular journey. Thank you for the trust and confidence placed on us. Post Box 5455 Sharjah, United Arab Emirates Email: mdwarrier@bineid.com | Web: www.bineid.com Telephone: +971 6 5686144 Our Services: - • Salary & Compensation Survey • Pre-opening recruitment from 20 countries • Executive Search & Head Hunting Currently Hiring:- • General Manager • Director of Sales & Marketing • Sales Manager / Executive • Director of Engineering • Front Office Manager . H R & Training Manager • Hotel Manager • Director Finance • Executive Chef • F&B Director requirements. Facemasks make it difficult for our staff to give our guests our typical friendly smile, but both staff and guests are really enjoying being back. Obviously, everyone is a lot more aware of the importance of sanitisation and we make sure we observe the highest standards. We took the time in lockdown to focus on reopening bigger and better than ever before. We did this by online service training, menu development which now features new drinks and promotional days for our guests, including Friday Brunch and Saturday Roasts. Through the reopening phase we have reduced the menu slightly, but in the coming months we will be launching an exciting new dining menu, the tastings are underway and our customers are going to love it! What are some of your (personal) favourites from the menu and what are some of the most-ordered dishes? This is a tough question as I love our menu and I’m extremely proud of its diversity. However, for appetisers, I do love the Pan-Seared Scallops and Chilli Squid. For main course, The Wagyu Flank steak is an excellent dish with a side of Truffle Fries. If I’m dining with a group, all of our flatbreads are great and perfect for sharing. For that sweeting ending, I’m a massive fan of chocolate, so the Chocolate Torte is my favourite dessert and go to, as well as being extremely popular with our guests. What are your plans for future growth and how do you see the evolution of the The London Project? As we progress through a challenging year for F&B, The London Project, Dubai is feeling determined and positive. We have plans for our Dubai branch with a regional first, The London Project Podcast, as well as a Q4 of exciting events, fingers crossed. We’re also super excited for the new world icon, Ain Dubai to open, which we are sure will see our venue go from strength to strength. MOVERS & SHAKERS JULY 2020
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