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NOVEMBER 2023 | HOTELNEWSME.COM NEWS Middle East A LL T H E L AT E S T F R O M T H E M I D D LE E A S T H O S P I TA L I T Y I N D U S T RY POINT OF VIEW Standing the test of time MOVERS AND SHAKERS Red Sea Global reveals its own luxury hotel brand Shebara F&B FOCUS Jewel in the crown of Italian dining INNOVATION LEADING How Bidfood Middle East is spearheading innovation in the foodservice industry
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6 NOVEMBER 2023 | HOTELNEWSME.COM IN THIS ISSUE 22 F&B FOCUS JEWEL IN THE CROWN OF ITALIAN DINING Signor Sassi... A global icon of Italian culinary excellence. 24 LEADING LADIES SETTING THE BENCHMARK Jana Bader is on a mission to bridge the gaps between international communities and Saudi-born projects. 26 WHO’S COOKING THE MASTERMIND BEHIND RASPOUTINE DUBAI’S NEW MENU Nestled in the heart of Dubai, RASPOUTINE, renowned for its vibrant nightlife ambiance, has undergone a culinary transformation under the creative helm of Chef Panagiotis. 33 SUSTAINABILITY A FIRST IN THE UAE PepsiCo debuts a groundbreaking initiative in the UAE by launching locally manufactured 100% recycled plastic bottles for its Pepsi brands. 34 TRAVEL & TOURISM 20 YEARS OF SUCCESS ON SHEIKH ZAYED ROAD Navigating excellence and guest satisfaction over two decades. 38 MOVERS AND SHAKERS TRAVELLER'S BREW Unlocking the Secrets of Coffee on the Road. 40 EXCEPTIONAL GASTRONOMY THE PLACE TO BE IN DIFC In 2014, the culinary landscape of Dubai International Financial Centre (DIFC) showcased an array of high-quality restaurants, setting the stage for a compelling development opportunity. 42 POINT OF VIEW STANDING THE TEST OF TIME As we celebrate Reform Social & Grills's tenth birthday, it’s something that I’ve been reflecting on a lot recently. 44 MOVERS AND SHAKERS RED SEA GLOBAL REVEALS ITS OWN LUXURY HOTEL BRAND SHEBARA The Red Sea and Amaala, has announced it will operate its own luxury hotel brand at The Red Sea destination, named Shebara. 46 TRAVEL & TOURISM TRAVEL TRENDS FOR 2024 Skyscanner reveals its top 10 trending destinations, 10 best-value destinations as well as 2024’s hottest travel vibes and emerging traveller types. 50 F&B FOCUS SAUDI ARABIA'S F&B STAGE Global heavyweights joined the Saudi government-backed F&B Expo, InFlavour, to help reshape the regional F&B ecosystem. 58 POINT OF VIEW THE JOURNEY OF KISHMISH Afghan restaurant, Kishmish, is a testament to the legacy of Afghan flavours. 28 LEADING INNOVATION HOW BIDFOOD MIDDLE EAST IS SPEARHEADING INNOVATION IN THE FOODSERVICE INDUSTRY
The leading foodservice distributor in the Middle East. Bidfood is home to myBidfood, the first e-distribution platform in the Middle East that enables customers to order anytime, anywhere via a website and a mobile app. Protein, dairy, bakery, commodities, pastry, desserts, asian & plant-based Still & sparkling water, mixers, cooee, tea, & energy drinks OOering a vast F&B portfolio KSA UAE OMAN BAHRAIN JORDAN LOGIN OR REGISTER NOW To inquire about our services, email us on: info@bidfoodme.com or call us at +971 4 805 2199 Available in
8 NOVEMBER 2023 | HOTELNEWSME.COM SUBSCRIBE Contact subscriptions@bncpublishing.net to receive Hotel & Catering News ME every issue EDITOR-IN-CHIEF Seymone L Moodley seymone@bncpublishing.net CEO Wissam Younane wissam@bncpublishing.net DIRECTOR Rabih Najm rabih@bncpublishing.net 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 2023. Opinions expressed are solely those of the contributors. Hotel & Catering News ME is officially licensed exclusively to BNC Publishing in the MENA region. No part of this magazine may be reproduced or transmitted in any form or by any means without written permission of the publisher. Printed by United Printing and Publishing | upp.ae Images used in Hotel & Catering News ME are credited when necessary. Attributed use of copyrighted images with permission. hotelnewsme.com ACCESS FRESH CONTENT DAILY ON OUR WEBSITE! HotelNewsME @HotelCateringME Hotel & Catering News Middle East hotelcateringme In addition to our print edition, we’re bringing you all sorts of industry news on our web mediums. We’re looking forward to interacting with our readers on all of our social media and web platforms. See you on the web! Hotel&Catering NEWS Middle East Hotel&Catering NEWS Middle East
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12 NOVEMBER 2023 | HOTELNEWSME.COM EDITOR’S NOTE HCNME I 've entered a phase of quiet luxury characterised by the intentional choosing of slowness, tranquillity, simplicity, sophistication, authenticity, and grounding. The reason for this shift? The blinding lights and constant noise of the world outside and the one within have worn me out. I crave stillness, not in a dull or gloomy sense, but a break from the theatrics, the masks, and the trance. I want the stillness to see, think, feel, and respond. During this phase, I've discovered "quiet luxury" moments beyond the sanctuary of my home - cafes, pool and beach clubs where I get to read in the middle of the day with soft melodies playing in the background, restaurants with great menus, ample parking, moody dinner lights, and that aren't intimidating if I want to dine alone, theatres filled with fascinating shows and people that you can enjoy even if you don't know or understand the art, spacious places that provide the grooves for your moves without all the elbow bumping. These places exist, and they are special. They allow me to be with no bells or whistles. Beauty and glamour will always be on offer, but sometimes you've got to choose the GPS route less travelled if you want to skip the traffic on Sheikh Zayed Road. In this edition of HCNME, we sit down with Bidfood Middle East's CEO to find out how they stay at the forefront of technology and innovation within the foodservice ecosystem. We also see Who's Cooking in our monthly chef feature, visit Shangri- La Dubai Hotel's GM to celebrate their 20th anniversary, talk to the leading lady behind successful hospitality summit event company, The Bench, explore travel trends for 2024 and much more. Skip the traffic SEYMONE L MOODLEY EDITOR-IN-CHIEF seymone@bncpublishing.net Seymone Leigh Moodley seymonemoodley
16 NOVEMBER 2023 | HOTELNEWSME.COM Opso promises an unparalleled dining experience crossing culinary boundaries to present the excellence of both Japanese and Italian cuisine. A celebrant of both cuisines, Opso had a vision to create a curated menu with Japanese and Italian dishes with a modern twist, ensuring the flavours satiate each guest to the highest level. Always artfully presented, must order dishes including their signature homemade tuna-caviar pizza with fresh Maguro tuna from Japan and Beluga caviar from Russia; and Opso’s golden Wagyu maki, made with premium black truffle and Beluga caviar. Also, a must have is their homemade 12h braised duck ravioli served with Parmigiano Reggiano fondue. A LUXURIOUS VENUE WITH JAPANESE AND ITALIAN CUISINES IN THE HEART OF FASHION AVENUE, DUBAI MALL OPENINGS & LAUNCHES HCNME FOUR SEASONS RESORT AND RESIDENCES DOHA AT THE PEARL-QATAR WELCOMES INTERNATIONAL TRAVELLERS AND LOCAL GUESTS WITH AN ALL-NEW LUXURY LIFESTYLE OFFERING Situated in one of the GCC’s most exciting new communities, Four Seasons Resort and Residences Doha at The Pearl-Qatar is now open. With an enviable beachfront location at the end of a residential street, the all-new Four Seasons is located within The Pearl-Qatar with its dynamic shopping, dining, entertainment and residential neighbourhoods.
17 HOTELNEWSME.COM | NOVEMBER 2023 In the heart of Dubai, where the sky kisses the sea, lies a sanctuary of rhythm, relaxation, and revelry – Be Beach, the city’s ultimate new day-to-night beach club destination. Prepare to be swept away by the allure of Dubai’s newest gem, set to open on October 28th at the extraordinary Dubai Harbour, the seafront district home to a wide range of upscale living, retail and hospitality experi- ences. Quince, an avant-garde Mediterranean restaurant, is poised to redefine the boundaries of aesthetic dining in Dubai. Ushering in a new era of gastronomic experiences, this homegrown gem emerges as a passion project by father- son duo, Amer Al Tamimi & Abdulla Al Tamimi, both hailing from a legacy of art and design concepts in the UAE. Nestled in the heart of Umm Suqeim, Quince is all set to revamp the culinary landscape by blurring the boundaries between food and art. UNVEILING BE BEACH: WHERE THE MAGIC OF DUBAI MEETS THE RHYTHM OF THE COAST INTRODUCING QUINCE: WHERE CULINARY ARTISTRY MEETS AESTHETIC DINING OPENINGS & LAUNCHES
18 NOVEMBER 2023 | HOTELNEWSME.COM NEWS & APPOINTMENTS HCNME One&Only Resorts has appointed hospitality veteran Heiko Schreiner as General Manager, One&Only Royal Mirage in Dubai. In his new role, Heiko will be responsible for the overall operation and strategic development of the award-winning ultra-luxury resort, as well as leading the One&Only Royal Mirage Team to continue to create unrivalled guest experiences. Joining from his role as Cluster General Manager at the es- teemed Ayana Resort and Spa Bali, where he oversaw the triumvirate of Ayana resorts on the Indonesian isle, Stefan Fuchs, a native of Germany, brings over 25 years of international luxury hotel management and operations expertise. His illustrious career path has graced renowned luxury brands, including The Ritz-Carlton, Kempinski Hotels, and the Jumeirah Group. INTERCONTINENTAL RAS AL KHAIMAH ANNOUNCES STEFAN FUCHS AS THEIR NEW GENERAL MANAGER ONE&ONLY RESORTS APPOINTS HEIKO SCHREINER AS GENERAL MANAGER FOR ONE&ONLY ROYAL MIRAGE IN DUBAI
19 HOTELNEWSME.COM | NOVEMBER 2023 The project, set to launch in the coming months, will be KARL LAGERFELD’S third branded residential property in the world and the first in the Middle East. In 2021, the fashion house launched luxury residences in Marbella, Spain and this year, it announced a hotel tower with branded residences in Malaysia. NEWS & APPOINTMENTS TARAF AND KARL LAGERFELD ANNOUNCE PARTNERSHIP FOR LUXURY BRANDED VILLAS Movenpick Resort Al Marjan Island proudly announces its recent achievement, on obtaining the internationally acclaimed Green Globe Certification (GGC). As part of the esteemed Accor Group, this luxury haven has consistently aligned its green policies with a robust Corporate Social Responsibility (CSR) program. Notably, it becomes the first property in Ras Al Khaimah to secure this prestigious accolade. MOVENPICK RESORT AL MARJAN ISLAND CELEBRATES GREEN GLOBE CERTIFICATION
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. his young and accomplished chef has a fresh and sustainable approach to his menu at his Michelin Starred restaurant Le Manoir De La Régate; items are locally sourced or produced on-site. He says “For me it’s important that the supplier has good quality ingredients because it reflects on what I do in the kitchen. If we don’t have good quality ingredients, we will simply not have good dishes. What I love most about butter is the taste and texture it brings; it is a true flavor enhancer. I love using herbs and wildflowers that go perfectly with butter creating a delicious, infused sauce with butter as the base. The Zander fish baked along with lots of butter baked in clay crust is one of his signature dishes and an ode to the golden ingredient. Michelin star chef at 28 years of age, we introduce Chef Mathieu Pérou T CLAY BAKED FISH Ingredients 100g butter 4 Zander filets (120g per piece) 200g white clay Guérande flower sea salt Preparation Scale the fish, remove the guts and the eyes. Under a running cold water, rub the blood clots along the spine with a nail brush and a toothbrush. Dry the fish. Fillet the fish then remove the bones of the filets. Wax the zander with butter and season with guerande flower sea salt. Grease the baking paper and wrap the zander inside. Grease the work area, the rolling pin and spread the clay in a square shape (20 cm by 20 cm). Keep 1mm thick. Put the zander in the middle and fold the clay onto the zander. Seal the edges well by pressing with your fingers. Leave to rest for a few hours while the clay freezes. Decorate the clay using the edge of a knife, then put in the oven. Let cook for about 10 minutes at 130° then leave to rest for 10 minutes. Once cool break the clay crust. Gently take the zander out and dress it. VEGETABLE GARDEN Ingredients 2 sliced leeks ½ chopped onion 1 chopped shallot 300g spinach 1 bunch of flat leaf parsley 1 bunch of parsley 1 bunch of dill Preparation In a saucepan sweat the onion, shallot and add the leeks. Let them cook with a little water to keep the colour. Add the chopped spinach and chopped nettles (optional) and cook them a little. Remove from the heat, then add the chopped herbs. WHITE BUTTER SAUCE Ingredients 2 large grey shallots 10cl wine vinegar 80g cream 300g semi salted butter Preparation Finely chop the shallots and make them sweat without coloration for 2-3 minutes. Add the vinegar and reduce almost to dry. Add the cream and bring to a simmer. Over very low heat, mix the butter in gradually. HCNME ADVERTORIAL
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22 NOVEMBER 2023 | HOTELNEWSME.COM HCNME F&B FOCUS JEWEL CROWN OF ITALIAN DINING IN THE DAMIANO RUGGIERO, General Manager, Signor Sassi Dubai
23 HOTELNEWSME.COM | NOVEMBER 2023 S ignor Sassi, with its rich heritage dating back to 1984 in Knightsbridge, London, has transcended its roots to become a global icon of Italian culinary excellence. The recent expansion to Dubai was not just a natural progression but a carefully orchestrated move, marked by a strategic partnership with Sunset Hospitality Group, ensuring the legacy of Signor Sassi continues to flourish in the Middle East. Innovative Vision and Approach In a conversation with the General Manager, Damiano Ruggiero, we delved into the distinctive vision and approach that distinguishes Signor Sassi from other Italian dining establishments in the region. Contrary to the conventional Italian restau- rant aesthetic, Signor Sassi Dubai unveils an interior bursting with vibrant colors and patterns, evoking the luxurious villas surrounding Lake Como. The commit- ment to a lifestyle experience goes beyond design, with plans for curated lifestyle elements soon to be introduced. While offering an authentic Italian culinary journey, Signor Sassi Dubai positions itself as more than just a restaurant, aiming to be a lifestyle destination with a modern twist on music and entertain- ment. Strategic Planning and Consid- erations Launching a restaurant with a legacy spanning over three decades in a new country requires meticulous planning. The choice of Sunset Hospitality Group as a partner proved pivotal, ensuring a seamless transition for Signor Sassi into the dynamic culinary landscape of Dubai. The strategic location at the heart of the Palm adds another layer of significance, providing a beautiful venue with a sense of community. Excellence in Service and Culinary Arts As the General Manager, leadership and trust are central to maintaining the highest standards of service and culinary excellence at Signor Sassi. The exceptional team, comprising a talented head chef, experienced restaurant managers, and supervi- sors, collectively brings years of global expertise to Signor Sassi. The emphasis on delivering a truly Italian hospitality experience is evident from the moment guests step into the venue. Staying Ahead in a Dynamic Industry In a city known for its dynamic and ever-evolving F&B industry, Signor Sassi refuses to be categorised as a typical "fine dining" restaurant. While upholding high-end dining standards, the establishment injects Italian charm and a sense of fun into the dining expe- rience. Signor Sassi aims to stand out through its uniqueness, consistency, and personalised guest recognition, ensuring it remains at the forefront of Dubai's competitive culinary market. As Signor Sassi continues to redefine Italian dining in Dubai, it embraces the future with a commitment to innova- tion, excellence, and an unwavering dedication to providing guests with a culinary journey that goes beyond expectations. JEWEL IN THE CROWN OF ITALIAN DINING
24 NOVEMBER 2023 | HOTELNEWSME.COM B orn in the eastern province of Saudi Arabia, Jana Bader's story is one of resilience, passion, and love for her hometown and its hospitality offering. Her story unfolds against the backdrop of King Fahd Uni- versity of Petroleum and Minerals (KFUPM), where her father, a distinguished professor, shaped her early years. Post-high school, Jana embarked on a transformative jour- ney, leaving Saudi Arabia to pursue a career in advertising and public relations at the American University of Sharjah. However, the challenges of finding a foothold in her profes- sion within Saudi's eastern province prompted her to explore opportunities abroad. Thus, her career found its roots in the vibrant advertising agencies of Dubai. The turning point in Jana's professional narrative occurred when she crossed paths with the regional vice president of Shangri-la Hotels & Resorts. This encounter opened the door to a new chapter, leading Jana to join the esteemed team and spearhead the marketing departments for their regional hotels. Describing herself is an intricate task for Jana, acknowl- edging the divergence between self-perception and external viewpoints. In essence, she encapsulates her essence with three pillars – manifestation, positive energy, and an unwaver- ing belief in the law of attraction, guiding not just her career but every facet of her life. LEADING LADIES HCNME JANA BADER IS ON A MISSION TO BRIDGE THE GAPS BETWEEN INTERNATIONAL COMMUNITIES AND SAUDI-BORN PROJECTS SETTING THE BENCHMARK
25 HOTELNEWSME.COM | NOVEMBER 2023 Returning to Saudi in 2018, Jana witnessed a transforma- tive economic landscape, with young Saudis venturing into SMEs. This era marked the rise of a fervent passion for homegrown brands and locally sourced ingredients, reshaping the culinary scene. The Saudi youth's dedication to their dreams left a mark on Jana, creating a profound appreciation for diverse regions, varied palates, and unique experiential memories. Hospitality, to Jana, is not merely an industry; it's a people-centric, emotionally intelligent sector. Her tenure with Shangri-La illuminated the intricacies of this world, where every staff member, from porter to senior executive, plays a pivotal role. A customer-facing employee's 'bad day' has the potential to cascade into a marketing and PR nightmare, highlighting the delicate balance inherent in the industry. Saudi Arabia's hospitality industry, in Jana's eyes, is a sanctuary – a home away from home, authentically cul- tured. It's an essence ingrained in Saudi upbringing, where hospitality isn't taught but shines from within. Her child- hood memories, marked by doors never closed, welcoming neighbours and friends at all hours, mirror the genuine warmth that defines Saudi hospitality. Addressing misconceptions about Saudi Arabia's travel and tourism industry, Jana sheds light on the market's uniqueness. It's personal, family-oriented, built on au- thentic relationships, and trust. Advisors applying generic strategies from neighbouring countries miss the nuanced character of Saudi hospitality. Distinguishing herself in a male-dominated industry, Jana stands as a trailblazer in one of the most influential investment summits in the hospitality sector. Joining The Bench, she envisioned the summit's success, focusing on the investment side of the hospitality sector. Her unwaver- ing belief fuelled her dedication to positioning the confer- ence as a top-tier VIP event. The summit's objectives, for Jana, transcend beyond busi- ness deals. They embody a mission to bridge gaps between the international community and Saudi-born projects, shedding light on economic diversification and mega projects like Rua Al Madina, Masaar development, Jeddah Central development, and the Boutique group. Attributing the summit's success to a phenomenal team, a network built on trust and loyalty, and market demand, Jana shares her experiences challenging industry norms. She extends words of encouragement to working moms navigating the intellectual, career-oriented battlefield, em- phasising the need to work doubly hard and succeed against all odds. Envisioning the Middle East's hospitality industry's potential, Jana sees a silver lining post-Covid. The region's diverse experiences, from Jordan to Lebanon to Saudi, offer an unbeatable palette of adventure, culture, and food. With Saudi's development of investment funds, Jana anticipates a more cohesive Middle Eastern hospitality experience. What ignites Jana's passion within the Saudi hospital- ity industry is her desire to be the ambassador of change. As a Saudi female with an international background, she envisions a future where Saudi is celebrated globally for its world-class hospitality, culture, and an unshakeable reputa- tion. As Jana's journey unfolds, her gaze is set on the airline industry, aligning seamlessly with her love for hospitality intelligence. While the future remains a canvas of possibili- ties, one certainty echoes – this is just the beginning of Jana Bader's much bigger adventure. SETTING THE BENCHMARK Jana Bader, General Manager, The Bench
26 NOVEMBER 2023 | HOTELNEWSME.COM HCNME WHO’S COOKING Influenced by his diverse culinary journey, Chef Panagiotis's previous experiences have shaped his techniques and philosophies.
27 HOTELNEWSME.COM | NOVEMBER 2023 N estled in the heart of Dubai, RASPOUTINE, renowned for its vibrant nightlife ambiance, has undergone a culinary transformation under the crea- tive helm of Chef Panagiotis. With over 12 years of culinary expertise and a rich back- ground rooted in Greece, Chef Panagiotis brings a fresh and innovative approach to the menu, crafting dishes that complement the dual identity of RASPOUTINE as both an elegant restaurant and a pulsating club. Chef Panagiotis's Greek heritage lays the foundation for his Mediterranean culinary style. Prioritising fresh, high-quality ingre- dients, he weaves simplicity and balance into every dish, drawing inspiration from the communal nature of Greek dining that celebrates the power of food in bringing people together. Since joining RASPOUTINE Dubai, Chef Panagiotis has brought a 'fresh' perspective to the menu, infusing it with dishes that seamlessly complement the restaurant's dual identity as both an elegant dining establishment and a vibrant nightlife venue. His culinary creations, visually stunning and tantalisingly delicious, reflect his commit- ment to elevating humble ingredients into culinary masterpieces. One such masterpiece is the Orzo Pasta, a vegetarian delight that breaks away from convention. Creamy, light, and incredibly tasty, Chef Panagiotis uses vegetable stock to enhance the flavours, offering a unique and appealing dish that stands out in the city's club scene. RASPOUTINE's reputation for its night- life ambiance is artfully integrated into Chef Panagiotis's culinary offerings. The menu is meticulously curated to allow guests a com- plete and unique experience that harmonises exceptional food with the venue's unforget- table ambiance. The crescendo in the menu mirrors the dynamic shifts in sound and lighting, creating a sensory journey from day to night. Influenced by his diverse culinary journey, Chef Panagiotis's previous experiences have shaped his techniques and philosophies. Embracing a passion for continu- ous learning and growth, he instills a deep respect for ingredients, diversity, attention to detail, and a mindset of innovation and creativity. These influ- ences manifest in every dish, contribut- ing to the overall dining experience at RASPOUTINE. In the diverse culinary landscape of Dubai, Chef Panagiotis emphasises the importance of sourcing top-quality in- gredients. With the city offering a variety of ingredients from around the world, his philosophy revolves around sourcing the best, a key focus that defines the essence of his culinary creations. Originating in Paris, RASPOUTINE's legacy is carefully preserved at RASPOU- TINE Dubai under Chef Panagiotis's watchful eye. A Parisian flair, signature dishes, meticulous attention to detail, and close collaboration with the brand ensure that guests experience the true essence and heritage of RASPOUTINE during their visit. Envisioning an exciting future, Chef Panagiotis aims to continuously evolve RASPOUTINE Dubai's culinary offerings. Conceptualised to seamlessly blend elegant dining with vibrant nightlife, the menu reflects the brand's Parisian origins, incorporating flavours and techniques that capture its rich heritage. Diners can anticipate a focus on seasonal and local ingredients, collaborations with other chefs, and an enhanced overall dining experience as RASPOUTINE Dubai continues to redefine the intersection of restaurant and nightclub. THE MASTERMIND BEHIND RASPOUTINE DUBAI’S NEW MENU NEW MENU RASPOUTINE DUBAI’S THE MASTERMIND BEHIND Facing page: Chef Panagiotis Achamnos, RASPOUTINE Dubai Above: RASPOUTINE Dubai interior Bottom: RASPOUTINE DUBAI - Orzo Pasta
28 NOVEMBER 2023 | HOTELNEWSME.COM COVER STORY HCNME IT TAKES HEART, DEDICATION, CONSISTENCY, LEARNING FROM MISTAKES, AND ABOVE ALL, A GENUINE PASSION FOR THE BUSINESS.” Hisham Aljamil, Chief Executive Officer, Bidfood Middle East
29 HOTELNEWSME.COM | NOVEMBER 2023 INNOVATION LEADING How Bidfood Middle East is spearheading innovation in the foodservice industry LEADING INNOVATION I n the bustling landscape of the Middle East's food distribution industry, Bidfood stands as a pioneer, weaving a narrative of disruption, innovation, and a steadfast commitment to sustain- ability. Bidfood has been a trailblazer, they were the first to in- troduce industry-altering concepts such as HORECA to the sector back in 2003, and more recently, the groundbreaking myBidfood, the region's first-ever e-distribution platform in 2020. As we sit down with Bidfood Middle East’s CEO, Hisham Aljamil, the visionary leader paints a vivid picture of the company's journey and its role in shaping the future of food and beverage distribution. Three key channels are highlighted as the compass for the future: governance, localisation, and sustainability. These avenues also open doors for attracting talent, ensuring business stability, and forging meaningful partnerships.
30 NOVEMBER 2023 | HOTELNEWSME.COM COVER STORY HCNME Bidfood, a global entity under the Bidcorp umbrella, is portrayed not only as a busi- ness powerhouse but as a decentralised force with a penchant for acquisitions, averaging an impressive seven per year across five continents. In the Middle East, Bidfood reigns as the leading partner to the foodservice channel, born two decades ago in the UAE and expanding its footprint across markets in KSA, Oman, Bahrain, and Jordan. Aljamil reflects on the company's evo- lution since their helm, emphasising a singular focus on becoming the paramount partner to the F&B industry. This mission spurred the creation of an entrepreneurial environment, fostering innovation and growth within the organisation. The unwa- vering commitment to clients, sustainable brand partnerships, and a pivotal role in community building underscore the CEO's leadership philosophy. Bidfood's commitment to sustainability is not just a tagline; it's ingrained in the company's DNA. The initial intention to streamline deliveries for efficiency has evolved into a holistic approach. Sustain- ability now permeates the organisation's culture, promoting diversity and giving back to society through various initiatives. Looking ahead, Bidfood anticipates trends that include a focus on sustainable prod- ucts, digital integration, local sourcing, and a rich infusion of multi-cultural and diverse cuisines. The company positions itself as a frontrunner, integrating the myBidfood digital platform, sourcing from over 60 countries, and launching innova- tive products like Impossible and Onlyegg, ensuring chefs have a one-stop-shop for their culinary creations. LOOKING TO THE HORIZON, BIDFOOD HINTS AT UPCOMING PROJECTS, EXPANSIONS, AND PARTNERSHIPS.
31 HOTELNEWSME.COM | NOVEMBER 2023 LEADING INNOVATION physical distances, a committed and connected team, shared val- ues, and the myBidfood platform ensured a seamless experience for customers across different markets. In a glimpse into the CEO's leadership approach, humility and leading by example emerge as core values. The belief that people leave businesses, not the other way around, underscores the intercon- nectedness of the Bidfood team, partner brands, customers, and the foodservice industry. Innova- tion is not just a department's job; it's a collective responsibility for everyone. In the face of the unprecedented challenges brought by the COVID-19 pandemic, Bidfood faced a double- edged sword. Navigating the hospi- tality-focused challenges required resilience and adaptability. Aljamil recounts the rollercoaster ride, from overstock challenges to a sector- wide drop of over 50%. However, the experience reinforced the idea that people are the backbone of any busi- ness, and solidarity and teamwork can weather any storm. As Bidfood spans its presence across multiple countries in the Middle East, Aljamil ensures that all mecha- nisms are in place to ensure con- sistent quality and service. Despite
COVER STORY HCNME For aspiring entrepreneurs entering the dynamic food distribution industry, Aljamil offers sage advice: it takes heart, dedication, consistency, learning from mistakes, and above all, a genuine passion for the business. Bidfood's commitment to corporate social responsibility echoes loudly. Beyond mere lip service, the company collaborates with governmental institutions, engages in volunteer programs, and emphasises best practices to reduce carbon emissions across the logistical value chain. Sponsorships become a vehicle for giving back to society through the brands in Bidfood's extensive portfolio. Diversity and dynamism define Bidfood's workforce, and Aljamil shares insights into fostering a culture of inclusivity and innovation. Inclusiveness spans gen- der, race, and thought, coupled with training and development to instill a growth mindset from within. Transparency and empowerment cut across all organisa- tional grades. Looking to the horizon, Bidfood hints at upcoming projects, expansions, and partnerships. Geographic expansion, value-adding opportunities, and a dispro- portionate focus on expanding the e-commerce presence across the region are on the company's agenda. Outside the boardroom, Aljamil unveils personal passions that balance the demanding role of a business leader. Family time, paddle playing, a love for the sea, and indulging in reading provide the necessary equilibrium for a leader driving innovation in the competitive world of food distri- bution. In the pages of Bidfood's story, disruption is not merely a buzzword; it's a commitment to reshaping an industry. As the company looks ahead, the narrative is one of innovation, sustainability, and a community- centric approach, with Aljamil steering the ship towards a future where Bidfood is not just a market player but a tech-driven force shaping the Middle East's foodservice landscape.
P epsiCo is introducing 100% recycled plastic bot- tles for Pepsi, Diet Pepsi, and Pepsi Zero in the UAE. A first in the country, PepsiCo is paving the way for the integration of fully recycled*, locally produced packaging in the Carbonated Soft Drinks (CSDs) category, ahead of COP28 taking place in the UAE. The new bottles generate over 30% less greenhouse gas (GHG) emissions compared to traditional PET bottles, a pivotal step in combating climate change and aiding COP28’s efforts to reduce global emissions. The bottles, excluding the cap and label, are produced from recycled, reprocessed, and repurposed plastic and meet globally certified standards of quality and safety. PepsiCo is also an active partner across the plastics value chain in the UAE, collaborating with various stakeholders to innovate packaging solutions, enhance recycling infrastruc- ture, and foster consumer education about recycling and sustainable alternatives, in addition to advocating for pro- gressive regulatory reforms. In 2022, PepsiCo drove rPET regulatory approvals in 12 countries across Africa, Middle East, and South Asia, and launched 100% recycled bottles* in six countries, including Qatar and Kuwait in the GCC. Aamer Sheikh, CEO of PepsiCo Middle East, said, “More consumers are considering sustainable product options – conscious of environmental impact when deciding what to buy . We’re proud to be the first brand in the CSDs category in the UAE to launch locally produced fully recycled plastic bottles, and thanks to the scale and expertise of Dubai Refreshment Company we’re able to give consumers more choice as to how they enjoy their favorite beverages. We also recognize that this is only one step in the circular economy journey, and more needs to be done to empower con- sumers to act, for which we’ve established partnerships across the value chain. Im- proved access to recycling infrastructure and ongoing consumer education plays an important role in shaping positive be- havior, and we will continue to prioritize efforts across these areas simultaneously to boost recycling rates as we inch closer to COP28 later this year.” Ahmad Bin Eisa Alserkal, Chairman of Dubai Refreshment PJSC, added, “As the exclusive bottler and distributor of PepsiCo beverages in Dubai, Sharjah, and the Northern Emirates, we’re proud to lead the way in producing fully recycled packaging for CSDs. The UAE is taking important steps towards a more sustain- able future, and we’re committed to being an equally contributing partner in this journey alongside PepsiCo. Providing more choice enables more positive deci- sions, and we encourage consumers to opt for the sustainable packaging, paving a greener path for future generations.” Tarek ElSakka, CEO of Dubai Refresh- ment PJSC, commented, “We are committed to sustain- ability in all its forms. We have received the LEAD Platinum Certification per existing Buildings; the highest energy saving Certification from USGBC. DRC has a Wastewater treatment plant to reclaim the production wastage and reuse the water, as well as the Solar power generation plant that generates a third of its energy consumption”. In September this year, PepsiCo, in partnership with Talabat and Yalla Return, launched an innovative recycling solution in local communities in the UAE to shape more environmentally positive behavior and boost recycling rates. Last year, in collaboration with BEEAH, one of the region’s leading environmental management companies, PepsiCo also met its commitment to collect and recycle the equiva- lent of 100% Aquafina plastic packaging produced in the UAE, a commitment that has been renewed for 2023. Pep- siCo also recently became a founding member of the Circular Packaging Association; an initiative established by the Dubai Chamber of Commerce to foster public-private partnership and drive positive action towards a circular economy. As part of the company’s pep+ (PepsiCo Positive) strategy launched in 2021, the company aims to achieve net-zero emissions across its value chain by 2040 and reduce virgin plastic usage by 50% across its global food and beverage portfolio by 2030. PepsiCo has implemented 100% rPET beverage packaging in 26 other markets globally, and at the end of 2022, over 88% of PepsiCo’s packaging was recyclable, compostable, biodegradable, or reusable. A FIRST IN THE UAE SUSTAINABILITY PepsiCo debuts a groundbreaking initiative in the UAE by launching locally manufactured 100% recycled plastic bottles for its Pepsi brands
34 NOVEMBER 2023 | HOTELNEWSME.COM I n the bustling landscape of Sheikh Zayed Road in Dubai, there stands an iconic luxury ho- tel that has not only weathered the tests of time but has consist- ently raised the bar for excellence and guest satisfaction — Shangri-La Dubai. Over the course of two decades, this esteemed establishment has etched its mark as a symbol of opulence, blend- ing Asian hospitality with Arabian elegance. A Commitment to Excellence The journey to becoming an iconic luxury hotel has been paved with unwavering commitment. Shangri-La Dubai's commitment to excellence and dedication to providing unpar- alleled experiences have been the cornerstones of its success. Nestled strategically in the heart of Dubai, the hotel offers not just accommoda- tion but an immersive experience. Breathtaking views of the city skyline and seamless access to key attractions have positioned Shangri-La Dubai as a quintessential destination for travel- lers seeking the epitome of luxury. The Fusion of Cultures What sets Shangri-La Dubai apart is not only its luxurious ambiance but also the fusion of Asian hospitality with Arabian elegance. This unique blend creates an atmosphere that resonates with guests, making their stay not just comfortable but memora- ble. The hotel has become a symbol of cultural harmony, where guests can in- dulge in the opulence of the East while embracing the warmth of Arabian hospitality. A Home for the General Manager For Ozel, Shangri-La Dubai has been more than just a workplace; it's been a home for quite some time. Lead- ing a luxury hotel demands not only strategic acumen but also adaptability and resilience. One of the defining moments in his tenure was during the challenging times of the Covid-19 pandemic. Faced with lockdowns, social distancing, and economic uncertainties, the hotel had to swiftly adapt. The experience emphasised the importance of agility and resilience in leadership. It was a testament to the commitment to maintaining service quality even in the face of unprec- edented challenges. Fostering Growth and Development In the realm of leadership, the empha- sis has been on the development and growth of the hotel's team members. Creating a productive working envi- ronment that fosters career develop- ment has been a priority. The hotel's TRAVEL & TOURISM HCNME 20 YEARS OF SUCCESS ON SHEIKH ZAYED ROAD Navigating excellence and guest satisfaction over two decades
20 YEARS OF SUCCESS ON SHEIKH ZAYED ROAD strategies include continuous training and development opportunities, cross-departmental exposure, and a culture of open communication. Recognition and rewards for out- standing performance are integral, resulting in a team that has remained loyal for two decades. Evolution in Response to Guest Needs Over the past two decades, Shangri-La Dubai has evolved to cater to changing preferences and needs of guests. A prime example is the introduction of the "Picture Perfect Room" category, a response to guests' desire for rooms with scenic views. The hotel has embraced sustainability practices, offering eco-friendly options, and diversi- fied dining choices to cater to various tastes and dietary preferences. Technological integration, including in-house communication tools and smart room controls, reflects the hotel's commitment to staying attuned to market trends. Anticipating the Future As the luxury hotel industry ushers in a new era, particu- larly in the post-pandemic landscape, Shangri-La Dubai stands at the forefront of anticipated trends. Dubai, as one of the most successful destinations in global tourism, is witnessing a resurgence in occupancy levels. The future holds a growing interest in unique, immersive experi- ences, and the hotel is poised to provide curated experi- ences showcasing the rich culture and heritage of Dubai. Sustainability is expected to remain a significant focus, and Shangri-La Dubai is committed to leading in this regard. Gratitude to Loyal Patrons Ozel expresses heartfelt gratitude to the loyal patrons and guests who have been an integral part of Shangri-La Dubai's journey over the past two decades. Their unwavering support and trust have played a pivotal role in the hotel's success. The commitment is to continue providing exceptional experiences, heartfelt hospital- ity, and to exceed expectations. As Shangri-La Dubai looks forward to the years ahead, the message to patrons is one of appreciation for being part of the Shangri-La Dubai family, and the anticipation of creating many more cherished memo- ries together in the future. HAKAN OZEL, General Manager, Shangri-La Dubai
36 NOVEMBER 2023 | HOTELNEWSME.COM S ometimes I get asked what my, in the meantime, almost 13 years of consulting life has been like, and I always feel tempted to reply with the cho- rus of my favourite train song, which goes “I've been high. I've been low. I've been "Yes," and I've been "Oh, hell no" I've been rock 'n roll and dis-co.” During our careers, we amass a ton of knowledge and, for expat profes- sional particularly, transi-tioning into consultancy can seem like a tempt- ing idea once the full-time positions are starting to dry up or you simply fancy a change from running hotels or restaurants. Others might consider it, because of the flexibility it offers or because they lost their jobs. The latter, to be frank, is a fairly bad time to start out as a consultant. Over the past 13 years, I’ve learned a lot. Some learning experiences were highly enjoyable, while many others were less so. And, yes, sometimes my life really was “rock 'n roll and disco”. I hesitat-ed for a long time to give advice to others on how to start out as a consultant, mainly because I didn’t feel qualified enough. It’s been a long journey, but I can finally say that I feel that I’m com-fortable and that I’m al- most where I wanted to be when I set out on the journey 13 years ago. What does that mean? For me, it means, I can set my fees in a way that allow me to do a little more than just scrape by and that I only need to discount them when I feel like it. It also means that I can pick who I work with and which projects I take on. It wasn’t always like this, of course, and I’m the first one to admit that the beginning was a strug-gle. So, in case you’re thinking about going into con- sultancy, here’s what I would do dif- ferently if I’d be starting out again and also a couple of things, I’d do exactly the same again. It’s not a blue-print or a guideline, but if you’re looking to jump off a cliff into a sea of strawberry jelly, it’s a good idea to speak to some- one who has made the jump before. Firstly, dispense with everything that doesn’t matter and just drives up costs. Corner offices don’t matter. Fancy business cards don’t matter. Flash cars certainly don’t matter. What matters are re-sults. That’s what you get paid for and why clients higher you again. The rest can be put aside for the beginning. Secondly, your connections and your network are what makes you money, so nurture them, grow them, and guard them. I never advertise and vir- tually all my business comes through word of mouth. That’s not something you start out with, but the better networked you are, the easier it’ll be. This is also the reason I maintain that going into consultancy, because you lost your job is an unsuitable start. It’s simply to sudden. Things require proper preparation. One of the hardest things to get right is setting your rates when you start BECOMING A CONSULTANT BY MARTIN KUBLER, CHIEF SLOTH AT THE GLUTTONOUS SLOTH, HORECA CONSULTING WITH ATTITUDE POINT OF VIEW HCNME
37 HOTELNEWSME.COM | NOVEMBER 2023 BECOMING A CONSULTANT out. It helps if you think of how much you need to earn, per month, to cover all bills and have an agreeable lifestyle, then break this down into an hourly amount and multiply it by at least 4. You’ll spend a lot of time idling in the beginning and, like taxi drivers, you only get paid if you have a fare on board. You’ll need some base business to cover your bills. This often won’t be very exciting or super highly paid, but it’s reliable and consistent. You don’t get rich thanks to it, but it stops you from starving. It’s the one-off projects and gigs that make you money, but having a secure base in place means you can comfortably quote more for such assignments, because you don’t need to secure them to stay afloat. Other useful advice? Consultancy is like London busses. Either no worthwhile assignments come along for ages, or several come along at the same time. It’s never really balanced. As such, make the most of the down times. Learn a new skill. Travel. Sleep. Because when you’re busy, you’ll be busy and there won’t be time for all that. Also, never stop business devel- opment. The downside to consultancy is that there’s very little job security. There’s no boss, head office, or owner to throw things at you – if you don’t find assignments that pay, you won’t have money coming in. It’s as easy as that. Always have a plan B, because even the best assignments come to an end and sometimes earlier than you expected. Finally, don’t waste time with inter- nal matters. You should spend 90% of your time doing assign-ments or business development and max. 10% admin work. If you’re spending more than 10% of your time on admin tasks, revaluate your life. At a later stage, you can outsource your admin tasks completely, but at the beginning just keep them as simple as possible. If you carry a good network, have solid con- tacts, and generally know how to talk to people at events, you don’t need the fanci-est website, snazziest email sig- nature, or shiniest presentation folder. Over the years, I spent far too much time fluffing about with infrastructure that wasn’t really needed – I’m not saying there aren’t consultants out there who do well with fancy website and shiny presentation folders, but honestly, most of my fellow players just have an email address and a phone number. The shininess factor is, perhaps, the biggest learning of all: At the begin- ning, it’s very tempting to be every- where and do everything. Remember, if it says “One size fits all” it only means that it doesn’t fit anyone properly. The folks I know that make the biggest impact, are people few have ever heard of and they’re not for everybody. Yet, they’re very good at what they do and are a joy to work with. They know who their target audience is, what they can offer, and what they’re worth. REMEMBER, IF IT SAYS “ONE SIZE FITS ALL” IT ONLY MEANS THAT IT DOESN’T FIT ANYONE PROPERLY.
38 NOVEMBER 2023 | HOTELNEWSME.COM MOVERS AND SHAKERS HCNME A fter 16 years of focusing on the adenosine antagonist, caffeine, the founders Kim Thompson and Matt Toogood at RAW Cof- fee Company have homed in on a methodology to safely stay receptor-protect- ed while travelling. The science behind their theory is broken down into two strategies, DIY and Going Local. Matt sheds some light on both these ap- proaches for us. DIY (DO IT YOURSELF) Tending towards a belt and braces approach means a DIY start to the day acts as an insur- ance policy in case the local purveyor strug- gles to nail that molecular bond. At least you started out with a baseline of coverage. Things required: Water, heat source if you want it hot, brewing method that has a filter, whole bean coffee, grinder, a vessel to capture the nectar of the gods. WATER IS LIFE AND OUR COFFEE SOURCE Widely overlooked yet critical is the fact that the water you use to brew is as important as the coffee itself. Evian or Voss may be trendy, but are their contents suited to your coffee? Always start with the water. Water that is too soft will make coffee under extracted tasting sour/acidic weak or thin flavored. Soft water is found in areas that rely on desalination (islands, arid places). Hard water will cause over extraction making the coffee taste overly bitter, dry and have a short finish or after taste. Elite roasters around the world understand their water environment and will intuitively roast coffees to match the available water or assist cafes and customers to treat their water to be optimized for the coffee. For instance, RAW coffees are best brewed with a water chemistry that can be created in a café using reverse osmosis and reminerali- sation. Such technology is paralleled in Coke or Pepsi marketed waters globally, which tend to have a homogenized water standard to produce sugar pop drinks. HEAT SOURCE If you’re seeking both a quality cup and care about the environment, the generic hotel capsule machine is not even considered an option. Most hotels and travel accom- modations will, however, have a kettle available. We find that you can get a cup of hot water just about everywhere in a pinch. Be bold, be brave, pull out your chosen paraphernalia from the below options and TRAVELLER'S BREW BY MATT TOOGOOD, CO-OWNER AND CEO AT RAW COFFEE COMPANY Unlocking the Secrets of Coffee on the Road
39 HOTELNEWSME.COM | NOVEMBER 2023 TRAVELLER'S BREW we guarantee your roommates or travel companions will be both amused and interested to help your breakfast table-based science experiment. Be a little careful that the water they use in the kettle is in line with the standards set out above. BREWING METHODS Savvy manufacturers have cre- ated portable versions of their brewing gear that are designed for travel and committed to getting you the best brew away from home. There’s nothing stopping you from going full coffee geek mode if you want and have the budget for these tools. The best performers in this category, and notably, most practical to use, in order of preference. > Pour over dripper with filter paper - Touted internationally; embraced brands are Hario V60, and Cafec Flower Dripper. You can get different styles that make the water flow through the coffee in different ways, filter papers that are suited to different roast levels, bleached or non-bleached. (Trade tip: if you use unbleached filters, rinse out with your hot brew water 10 minutes before you brew for unadulterated taste). > The AeroPress has estab- lished itself as a ubiquitous coffee brewer that makes a compact travel unit with an integrated drinking vessel. This unit can be used as a pour over brewer or semi espresso brewer. > Old French press allows you to control the coffee and water, the importance of timing can- not be overemphasized. > Turkish or Ibrik creates an outstanding coffee for those who like it black. It needs to be drunk soon after brewing as it’s the only method that doesn’t filter the coffee after brewing. If left, like the French press, it will become bitter over time. A heat source is the only chal- lenge whilst on the move. RIP AND POUR This option continues to gain resonance as high-quality instant coffees meet surging demand on the market. Price per cup is high, these special instants are $US3-10 each, remember to use good water if you’re serious about reaping maximum enjoyment out of this investment. Instant pour overs first seen 15 years ago in Southeast Asian corner stores are a staple for many SEA country folk now. Roasters on the specialty scene are focusing efforts on making these packet pour overs equally tasty and convenient. Ap- propriately named parachute coffees, you hang the filter with preprepared coffee over the ves- sel you will consume from. LIQUIFY YOUR LIFE WITH COLD BREW AND READY- TO-DRINK Not all cold brews are made equal, an exaggerated sugar content is a tip off to be aware of. Coldbrew is made over 16 to 20 hours and is very different to filter coffee that has been brewed hot as normal then chilled. The shelf life will tell you which one is good, look for greater than 6 weeks and not in a can. Cold brew has lower acid- ity than other brewing methods meaning people that routinely add sugar and milk to coffee will enjoy this black. You can simply add hot water and milk if you’re craving a hot version. Coconut milk and Coldbrew cold is a favourite at RAW. Check the recommended volume to consume. Coldbrew can be made very concentrated, and it appears to have a longer half-life of coating the receptors from adenosine. Consider for a morning pick me up. GO LOCAL How do we mitigate risk and as- sess a café’s potential for quality coffee before travelling to a foreign city? Here laid out is the groundwork with tips below: > Do your prep work so you aren’t left urgently trying to find a solution. > Tap into local guides / blogs / targeted online searches. > Single out Cafés / roasteries with more than two grinders on their counter. > Scan the menu for single ori- gin espresso and brew options as part of their offering. > Note if the café proudly shares the roaster’s information. > No bottles of syrups sitting on the bar, a sure fire red flag. > Hipster leather aprons don’t translate to a quality experi- ence. > Is your barista tasting the coffee? Especially noteworthy at a slow bar. > Clean steam wand on the espresso machine, Barista area is tidy and organized. > Milk isn’t screaming for its life when the barista makes a milk- based drink. > Do they serve in ceramic? That includes espressos and beyond. > Know the countries coffee culture. Vietnam, Italy, USA have unique traits. Look for region-specific brewing tools behind the bar. > Ask the staff what they drink, a barista must drink coffee if they don’t, evacuate. > A trick is to order espresso with a side of hot water, dilution can hide a multitude of sins. Keep sipping the good stuff. MATT TOOGOOD, Co-Owner and CEO, RAW COFFEE COMPANY
40 NOVEMBER 2023 | HOTELNEWSME.COM I n 2014, the culinary landscape of Dubai International Financial Centre (DIFC) showcased an array of high-quality res- taurants, setting the stage for a compelling development opportunity. The aim was not merely to integrate but to elevate the existing offerings, plugging into DIFC's status as the premier office and restaurant destination in the region. Let’s take a walk-through ICD's Culinary Worlds with Ben McGregor. The location of ICD Brookfield Place held the promise of success, described as an 'architect's dream' by Foster + Partners. The vision was ambitious – to create an integrated lifestyle workplace where people's desires, needs, and aspirations converged seamlessly. This foresight anticipated an evolving work cul- ture, even pre-pandemic, recognising a rising expectation for the workplace of the future. Leveraging world-leading expertise as the world's largest institutional landlord, the ICD team understood the demand for elevated standards in specifications, sustainability, and the art of placemaking from global enterpris- es. This understanding formed the foundation for what would be a decade-long journey. The plan for ICD was clear from the outset – to embody a workplace prioritising well- being and occupant satisfaction. Meticulous attention to detail, high-quality design, abun- dant green spaces, a vibrant central public realm, and world-class food and beverage facilities were incorporated, all underpinned by superior specifications. An exceptional consultancy team, renowned in their respec- tive fields, commenced the design phase in London, with construction breaking ground in January 2016 and concluding successfully in September 2020, amid the challenges of a global pandemic. Despite questioning the concept of traditional offices during a pandemic, the team remained resolute in their conviction that it was the ideal time to introduce a workplace prioritis- EXCEPTIONAL GASTRONOMY HCNME THE PLACE TO BE IN DIFC BEN MCGREGOR, Investment Director
41 HOTELNEWSME.COM | NOVEMBER 2023 THE PLACE TO BE IN DIFC ing fundamental needs. The result was a building that quickly garnered high occupancy levels from some of the world's most valuable companies, break- ing records along the way. Building a world-class Food and Beverage community at the prop- erty was a testament to the strength of partnerships and the quality of design. Hand-picking from Dubai’s best operators, including se- curing The Arts Club as their first international outpost, set the tone for an outstanding F&B offering. The goal was to provide an inclusive selection catering to diverse tastes, opting to partner with Dubai’s best operators for new and original concepts born in Dubai. The out- come was a curated selection of remarkable restaurants, each with a unique identity. (La Niña, a culinary journey through Spain, and Latin America; Josette, a phenomenal Parisian dining experience infused with cabaret; Our creative hotspot - Lulu & The Beanstalk, an independent bookshop, bar, and restaurant; And finally, The Guild, a grand dining room inspired by the bustling brasseries of the world). Looking forward, ICD Brookfield Place anticipates the culmination of its vision in 2024, introducing an urban farm and a captivating multi-use hospitality venue. The building operates at peak per- formance, with a comprehensive lifestyle and health and wellness ecosystem complementing its diverse range of F&B establishments. Envisioning the future of DIFC in terms of F&B investment opportu- nities, a strong growth trajectory is predicted. DIFC, already recognised as one of the premier hubs for restaurants in the region, is set to intensify competition. With Dubai's economic expansion and population growth, the demand for exceptional dining experi- ences is poised to rise, promising a bright future for all establish- ments within this dynamic culinary landscape. DESPITE QUESTIONING THE CONCEPT OF TRADITIONAL OFFICES DURING A PANDEMIC, THE TEAM REMAINED RESOLUTE IN THEIR CONVICTION THAT IT WAS THE IDEAL TIME TO INTRODUCE A WORKPLACE PRIORITISING FUNDAMENTAL NEEDS.
42 NOVEMBER 2023 | HOTELNEWSME.COM POINT OF VIEW HCNME W hile from the outside, the perception may be that the F&B industry is one industry filled with glamour, the reality is that entering the restaurant business is not for the faint-heart- ed. Indeed, it’s estimated that worldwide, 80% of restaurants fail within their first five years. When you combine that jolting statistic with operating in the ever-evolv- ing marketplace that is Dubai, an outlet's longevity that should be one of the most celebrated results of them all. As we celebrate Reform Social & Grills's tenth birthday, it’s something that I’ve been reflecting on a lot recently. A concept that was born out of the idea that even in the most transient of markets, Dubai’s residents craved a friendly neighbourhood hangout, I’m proud that a decade later, the outlet continues to deliver exactly that. As the city evolves and new neighbour- hoods and communities emerge, I’m as convinced now as I was ten years ago, that it’s these venues that form the core of the city's diverse dining scene and will continue to flourish. It's a thought that’s supported by trends too as we’ve recently seen a global shift in the industry away from importing restaurant brands to supporting homegrown establishments. Identifying this before it became the norm has in many ways allowed us to have a ten-year head start. Time that has allowed us to develop a unique identity and leverage community ties to build long-lasting and authentic relationships with our customers. STANDING THE TEST OF TIME BY NAIM MAADAD, CEO AND FOUNDER OF GATES HOSPITALITY
43 HOTELNEWSME.COM | NOVEMBER 2023 STANDING THE TEST OF TIME However, when I think about the key reason for our success, it's that we’ve been able to continually evolve over the years. The gastropub scene is highly competitive, but longevity is attainable through dif- ferentiation and an appreciation of what customers want before they even realise it themselves, with a business culture that stays innovative and shifts to customer preferences. As the world starts to recognise the diverse culinary scene in the region with the proliferation of the number of awards in the UAE, including of course the much-revered Michelin Guide, targeting accolades such as these can also boost a restaurant's reputa- tion and visibility on an international stage. However, it’s important that chasing recogni- tion doesn’t come at the cost of the core goal of providing exceptional experiences. From market maturity and the evolving urban landscape to economic fluctua- tions, it’s also clear that now more than ever, today's restaurateurs must be masters of adaptation and resilience. There can be no better example of this over the past ten years than the COVID-19 pan- demic, which has forever altered the restaurant land- scape. Restaurants that weathered the storm emphasised adapt- ability, offering takeout and delivery options, enhancing safety measures, and finding innovative ways to stay connected with their customers, underscoring the importance of flexibility for long-term survival. In today’s current market conditions, sadly, survival might be tougher than it’s ever been before. With rising rent costs, often exac- erbated by landlord greed, combined with changing tax regulations, restaurants must practice financial prudence and regularly review menu pricing and operating costs for long-term sustainability. With stability and longevity interlinked, prioritising employee retention should also be seen as a non-negotiable. In an indus- try notorious for high turnover and wage pressures, it’s important that restaurants invest in training and career development to nurture a loyal and skilled team that is the bedrock of any customer-facing business. Promoting from within is something that we’re incredibly proud of at Gates Hospital- ity. Just like it was ten years ago, the recipe for success is far from set in stone, but those who maintain a strong sense of purpose will be the ones who flourish in an ever-changing market – our journey with Reforms Social and Grill is a testament to that. NAIM MAADAD, CEO and Founder, GATES HOSPITALITY "WHEN I THINK ABOUT THE KEY REASON FOR OUR SUCCESS, IT'S THAT WE’VE BEEN ABLE TO CONTINUALLY EVOLVE OVER THE YEARS."
44 NOVEMBER 2023 | HOTELNEWSME.COM HCNME MOVERS AND SHAKERS reveals its own luxury hotel brand SHEBARA RED SEA GLOBAL R ed Sea Global (RSG), the multi-project developer behind the world's most ambitious regenerative tourism destinations, The Red Sea and Amaala, has announced it will operate its own luxury hotel brand at The Red Sea destination, named Shebara. Revealed at the World Travel Market in London, Shebara will open in summer 2024 and is the first resort to be owned and operated by RSG at The Red Sea destination. Located on Sheybarah Island in the thriving Al Wajh Lagoon, the resort is home to iconic stainless steel orbs, and is now actively recruit- ing a world-class operational team ahead of opening. “It has long been our mission to extend our pioneering approach to regenerative tourism across a wider portfolio of brands and subsidiary companies, to create an ecosystem that will drive meaningful change in the global tourism industry. Shebara is a beacon for all that RSG stands for, showcasing the very best in Saudi hospitality while setting new standards in responsible development and sustain- able operations,” said John Pagano, Group CEO of RSG. Shebara joins an impressive roster of internationally renowned hospitality brands operating at The Red Sea destination, including St. Regis and Ritz Carlton Reserve, as well as Six Senses, which is receiving guests as of this month. The Shebara reveal follows an announcement last month that RSG is also developing Thuwal Private Retreat, an exclusive, island destination that will also be wholly owned and operated by RSG.
45 HOTELNEWSME.COM | NOVEMBER 2023 STANDING THE TEST OF TIME Shebara is located on Sheybarah Island, which features a spectacular 30 to 40-me- ter reef drop-off close to the beach provid- ing the ultimate spot for exploring ocean life. The resort contains 73 keys, including overwater and beach villas and guests arrive either by a 45-minute boat ride from the mainland or 20 minutes by seaplane. The southern approach reveals the first stainless steel villas on the horizon, repre- senting a string of pearls, with a stunning reception building at the center, forming the ‘pendant’. This incredible arrival point was carefully positioned within a natural break in the coral reef, providing a dra- matic seascape whether arriving by sea or seaplane, while demonstrative of a broader commitment to sustainability. There is both a family pool, and an adult-only pool, which includes ‘lily pad’ seating terraces with panoramic views of the breathtaking sunset. Guests can choose from two specialty restaurants, and the resort also includes a spa and fitness center nestled among the island’s sand dunes. Additionally, the furthermost island is available to book exclusively, with a dedicated jetty for private yacht mooring. The island includes a four-bedroom villa, plus three one-bedroom villas, as well as a private beach and barbeque area. Developed by Killa Design, the entire de- sign of the resort centers around reflections of nature. Each space has been designed to flow with its environment, with the stainless steel villas reflecting the colours and surface patterns of the ocean and the intense colors of the sky as they change throughout the day. The overwater orbs are cantilevered over the water, which creates an effect of a string of pearls levitating above the water. Shaun Killa, Design Director and Founder of Killa Design, said: “Shebara is a wonderful example of what is possible when creating beautiful yet meaningful design. It demonstrates how innovative architecture can gracefully flow into nature, with pods that reflect and refract light from the sun, the sky and the sea to naturally blend with the environment. From the eco- materials chosen to the lunar positioning of the villas, our priority has been to honor the natural beauty that exists here, while creat- ing a resort that embodies modern luxury.” Development of Shebara is happening at pace, with all 38 stainless steel overwater villas now in place. While the first over- water villa took nine hours to install, the developer perfected this process so that the last villa was in place in under two hours. So far 25 of the beach villas have been installed, and substantial progress has been made on the other front and back of house structures and infrastructure. As with the whole of The Red Sea, Shebara will be powered by sunlight, day and night with its own dedicated solar farm, which includes more than 11,000 PV panels. In total, RSG has constructed five solar farms to power the first phase of the destination, with more than 760,000 PV panels installed. The launch of Saudi Arabia’s latest hotel brand comes at a time when tourism in the Kingdom is experiencing remark- able growth. Tourism's share of GDP has already shot from a modest 3% in 2019 to an impressive 7% since the launch of Vision 2030. The original target of hosting 100 million visitors a year by 2030 has been increased to 150 million because of the remarkable progress already made by developers such as RSG. Last month The Red Sea welcomed its first guests. Two of its hotels are open for bookings and the Red Sea International Airport has been receiving a regular schedule of flights since September. Upon full completion in 2030, the destination will comprise 50 resorts, offering up to 8,000 hotel rooms and more than 1,000 residential properties across 22 islands and six inland sites. The destination will also include luxury marinas, golf courses, entertainment, F&B, and leisure facilities.
46 NOVEMBER 2023 | HOTELNEWSME.COM HCNME TRAVEL & TOURISM Osaka, Japan Skyscanner
47 HOTELNEWSME.COM | NOVEMBER 2023 TRAVEL TRENDS FOR 2024 TRAVEL TRENDS for 2024 W hether it’s for foodie experiences or a visit to the land of nod, global travel site Skyscanner shares the latest trends shaping industry and traveller behaviour in its ‘Travel Trends: Redefining value through experience in 2024’ report. Blending proprietary flights and hotels data based on millions of searches with an annual consumer behaviour study and expert commentary, Skyscanner reveals its top 10 trending destinations, 10 best-value destinations as well as 2024’s hottest travel vibes and emerging traveller types. The destinations offering the most bang for travellers’ bucks Value for money remains a key factor for UAE travel- lers, with the cost of the hotel (16%) and flight (32%) being the biggest factors determining the destination. That being said, UAE residents continue to prioritise travel with over half (56%) budgeting to spend more on travel in 2024 compared to 2023, while 31% will spend the same. Travellers can make their money go even further by opting for destinations that have seen the biggest airfare price drops in 2023 compared to last year. These include: Orlando - United States with a 72% drop, Malé - Maldives with a 58% drop, Rome - Italy with a 52% drop and Munich - Germany with a 47% drop. Cultural experiences top the agenda in 2024 Skyscanner’s data shows that the way consumers assess the value of a trip in particular will change next year. Although ranked highly, price will no longer be the desisive factor in 2024. UAE travellers now rate the overall ‘vibe’ of a destination as an important factor when choosing where to go on holiday (42%). a report by Skyscanner
48 NOVEMBER 2023 | HOTELNEWSME.COM This value on experience is powering 4 trending vibes in 2024: > Destination Zzzz – Sleep tourism is a growing trend in a world that feels busier and harder to switch off from. In the last few years, the number of people searching online for sleep retreats (and asking what they are) has increased and people are becoming more interested in their sleep health. Over 80% of UAE travellers are more mindful of their sleep health today compared to a few years ago. In the report, Skyscanner shares tips from a sleep expert as well as the top three cities for a great night’s kip. > Main character energy – Film and TV is a popular source of travel inspiration for UAE travellers, with 92% saying they are inspired to take a trip to a destination they’ve seen on the big or small screen. Skyscanner often sees an increase in searches to select destinations whenever a binge-worthy series or movie hits the screens, and has partnered with Netflix to share some of their top shows globally inspiring ‘main character energy’ wanderlust. > Budget bougie foodies – Food and travel have always been intrinsically linked and just under half (46%) of UAE travellers have booked a destination purely on a specific restaurant they want to visit. While a further 46% say it’s something they’d like to do. Osaka, aptly named the ‘kitchen of Japan’ tops Skyscanner’s list for foodies on a budget in 2024. > Gig tripping – Attending a gig in your own country is so 2022. Catching your favourite band or artist abroad – now that’s totally 2023 and, even more so, 2024 vibes. A huge 72% of UAE travellers would consider attending a gig or concert abroad in 2024 if it would help them save money. HCNME TRAVEL & TOURISM Bottom: London Skyscanner
49 HOTELNEWSME.COM | NOVEMBER 2023 According to Naomi Hahn, VP of Strategy at Skyscanner: "Skyscan- ner’s 2024 Travel Trends report highlights a growing emphasis on cultural exploration among travellers for the coming year. We're witnessing a diverse range of cultural interests in travel, from music enthusiasts embarking on journeys to see their favourite artists to budget-conscious food enthusiasts seeking the finest culinary experiences without breaking the bank. Remarkably, our 'Every- where' search, displaying airfare prices from the most affordable to premium across various airports and global destinations, has become the most sought-after search option for travellers worldwide in the current year." What’s more, Skyscanner sees these traveller types emerging in 2024: > Analogue adventurers – In an age of always-on and constant hype, Gen Z are craving old-school analogue adventures that ditch the digital device in favour of how it used to be done. For example, 26% of UAE 18-to-24-year-olds now bring a Polaroid camera with them on holiday. > Celebration vacationers – UAE travellers are increasingly looking to celebrate big milestones in style. 72% of UAE travellers have taken a group trip to celebrate a birthday or anniversary, with a further 23% saying it’s something they’d love to do. That being said, when planning a group trip, more than a third of UAE travellers say know- ing how or where to communicate can be a challenge. Skyscanner reveals the top destinations for a group trip and has teamed up with WhatsApp to share tips on how to turn those group chat dreams into a group trip reality. > Luxe-for-less seekers – Skyscanner reveals 37% of UAE travel- lers plan to upgrade their flight to business or first class in 2024, while 42% plan to purchase airport lounge access to get their trip off to a great start. However, five-star luxury doesn’t have to come with a hefty price tag. Skyscanner shares some of the best-value five-star stays around the world including Malaysia, Albania and Vietnam. The most buzzing places in 2024 It's clear that UAE travellers are craving culture, with many European capital cities trending for 2024. Below are the top 10 trending destinations for UAE travellers with the biggest year-on- year increase in searches. 1. Osaka, Japan: 305% 2. Antalya, Türkiye: 273% 3. Tokyo, Japan: 250% 4. Rome, Italy: 154% 5. Berlin, Germany: 96% 6. Amsterdam, Netherlands: 62% 7. New York, US: 62% 8. London, UK: 52% 9. Athens, Greece: 47% 10. Paris, France: 32% Famous for its beautiful beaches, Antalya has seen a big rise in popularity, followed by Rome and Berlin. Japan continues to make a comeback after re-opening last year with Osaka and Tokyo featuring in first and third place. Skyscanner also sees long-haul favourite New York trending, too. TRAVEL TRENDS FOR 2024 Rome Skyscanner
50 NOVEMBER 2023 | HOTELNEWSME.COM I nFlavour, the world’s newest food and hospitality show, held its inaugural edition at the Riyadh Interna- tional Exhibition & Convention Centre from October 29-31, 2023. In collaboration with the Saudi Minis- try of Environment, Water & Agriculture, the event promised a transformative experience for the Kingdom's burgeoning food sector. Renowned figures, including HRH Prince Khaled bin Alwaleed Al Saud and celebrity chefs Marco Pierre White and Manal Al Alem, headlined a stellar speaker lineup, setting the stage for a dynamic exchange of ideas that would significantly impact Saudi Arabia’s hospitality and tourism sectors. Unveiling Culinary Excellence His Royal Highness Prince Khaled bin Alwaleed Al Saud, the CEO of investment group KBW, joined forces with celebrity chefs Marco Pierre White and Manal Al Alem, creating a powerful lineup of conference speakers. This star-studded trio was complemented by industry leaders from Kitopi, Big Idea Drinks, Ossiano, and other culinary powerhouses, making InFlavour a melting pot of diverse expertise. Marco Pierre White, often regarded as the ‘Godfather of Modern Cooking,’ expressed his deep enthusiasm, stating that being part of the launch of Saudi Arabia's Global heavyweights joined the Saudi government-backed F&B Expo, InFlavour, to help reshape the regional F&B ecosystem F&B STAGE SAUDI ARABIA'S F&B FOCUS HCNME
51 HOTELNEWSME.COM | NOVEMBER 2023 first F&B event was an "honour and a privilege." His senti- ments echoed the event's commitment to accelerating the Kingdom's food sector and fostering innovation in collabora- tion with local and international businesses. Invaluable Speaker Insights In addition to the star trio, InFlavour boasted a lineup of sector-leading speakers who provided invaluable insights into the global F&B eco-system. Mo Ballout, Founder & CEO of Kitopi; Bjorn Oste, Founder & CEO of Big Idea Drinks and Co-Founder of OATLY; Gregoire Berger, Executive Chef at Ossiano; Lou Cooperhouse, Founder, President, and CEO of Bluenalu; Vonnie Estes, Vice President of the Innovation International Fresh Produce Association; Varun Inamdar, an independent hospitality chef and consultant; and Supreet Raju, Co-Founder of OneRare, the world’s first metaverse for the F&B industry, were among those who shared their expertise over the three days. Michael Champion, CEO of Tahaluf, the Informa Business entity organising InFlavour, emphasised the invaluable role of these speakers in reshaping the food and beverage economy within Saudi Arabia and beyond. Addressing Critical Issues The InFlavour conference addressed a spectrum of critical issues, including food and water security, agritech, sustain- ability, logistics, food tech and investment, alternative proteins, plant-based food, concept restaurants, culinary excellence, food waste, retail, and e-commerce. The com- prehensive coverage aimed to drive meaningful change and innovation in the F&B industry. Government-Backed Transformation Backed by unrivaled government support, InFlavour played a central role in the major F&B transformation within Saudi Arabia, aligning with the Vision 2030 initiative. Tahaluf believed that the event’s ability to attract international experts will upscale the Kingdom’s F&B landscape, enhance culinary offerings, promote cultural exchange, and contrib- ute significantly to the growth of Saudi’s burgeoning tourism sector. Dynamic Exchange of Ideas Champion highlighted the rich culinary heritage of Saudi Arabia and its regional reputa- tion for traditional Arabic cuisine and hospitality. He stressed that the Kingdom’s F&B sector stood to gain im- mensely from the expertise, diverse culinary styles, and innovative techniques of the prominent figures present at InFlavour. The event fostered a dynamic exchange of ideas, business acumen, and creativ- ity, positively influencing Saudi Arabia's hospitality and tourism sectors. SAUDI ARABIA'S F&B STAGE Chef Marco Pierre White
52 NOVEMBER 2023 | HOTELNEWSME.COM F&B FOCUS HCNME The World of F&B Comes to InFlavour As Saudi Arabia embarked on a multi-trillion-dollar national development drive, InFlavour served as a gateway for local, regional, and global food manufacturers. The three-day event facilitated their reach to industry buyers and consumers across the Arabian Gulf and growth markets in Africa, Asia, and Europe. Global and regional F&B powerhouses and pavilions par- ticipated in the launch event, representing countries such as the United Kingdom, Germany, United Arab Emirates, India, Pakistan, and Bahrain. Brands like Balland Messe, Nomu, Talabat, Iscon Foods, Ottonomy Inc., Healthy Foods Sup- plements, Al-Malaz Company for Trade and Industry, and I Food Exports W.L.L. showcased their offerings. Investor Program and Future Prospects More than 200 prominent Saudi Arabian and global investors gathered at InFlavour’s dedicated Investor Program, explor- ing emerging opportunities in the Kingdom’s food service market, projected to be worth US$30.47 billion by 2029. The investors engaged with over 50 cutting-edge F&B startups, participating in matchmaking and pitching programs that could potentially secure critical development funding. InFlavour, extending beyond exhibitions, fea- tured topic-specific roundtables where leading in- dependent promotion agencies discussed African food security and the future of foodtech invest- ments across the Middle East and North Africa. InFlavour’s successful three-day run concluded with a promise to continue reshaping Saudi Arabia’s culinary landscape. As the world's newest food and hospitality show, InFlavour set the stage for ongoing advancements, fostering collabora- tion and innovation within the global F&B industry. Prince Khaled bin Alwaleed, founder and CEO, KBW Ventures BACKED BY UNRIVALED GOVERNMENT SUPPORT, INFLAVOUR PLAYED A CENTRAL ROLE IN THE MAJOR F&B TRANSFORMATION WITHIN SAUDI ARABIA, ALIGNING WITH THE VISION 2030 INITIATIVE.
54 NOVEMBER 2023 | HOTELNEWSME.COM T ravel has become more accessible and experience- driven than ever before and this has led to increased customer expectations. Since hotels are a starting point for one-of- a-kind journeys in this competitive market, they are presented with chal- lenges to move beyond just providing accommodation and physical comfort by offering tailored experiences. One such challenge is personalisation. In today’s rapidly evolving digital world, personalisation is synonymous with data. As a result, technology plays a fundamental role in this new breed of hotels, which is where AI-driven enterprise networking solutions come into the picture. AI-driven enterprise networking solutions can deliver unprecedented insights and automation for hotel op- erators, enabling them to provide the best possible experiences for travellers. Redefining the Hotel Guest Experi- ence Customer satisfaction has long been a top concern in the hospitality industry. But how can hotels meet the diverse and constantly shifting desires and expectations of modern travellers? Making customers feel consistently appreciated and valued requires an elevated personalised engagement strategy that starts with the reserva- tion and continues far into the check- out process. Imagine a hotel where guests can simply check in at a kiosk or through a mobile app, with an ambassador at hand ready to help if necessary. A digi- tal key is then generated, and guests are on their way to their room quickly, typically in one minute. Once in their room, visitors may use an in-room Wi- Fi-enabled tablet or their smartphone to control the temperature, lighting and shades. The hotel app may also provide visitors with access to food and beverage menus depending on their dietary habits or restrictions, as well as recommend city attractions and activi- ties based on their specific hobbies and interests. Guests can also seamlessly stream their apps, movies or games to a high-definition TV and share them with family and friends without being concerned about potential threats compromising them or the hotel network. Enterprise Networks AI-ENHANCED in Hospitality BY REFAT AL KARMI, CONSULTING ENGINEER , MIST – JUNIPER NETWORKS Refat Al Karmi, Consulting Engineer, MIST – Juniper Networks F&B FOCUS HCNME
55 HOTELNEWSME.COM | NOVEMBER 2023 Modern AI- driven enterprise network solutions can make wired and wireless networking predictable, reliable and measurable with superior visibility into the user experience. Gaining a Competitive Edge with AI-driven En- terprise Network Solutions Such ambitious digital transformation projects for hospitality businesses can result in either suc- cess or disaster. It all comes down to the network infrastructure: check-in should be frictionless; room doors should open on the first attempt through the app; Wi-Fi should always be excel- lent, even while streaming; and in-room controls should just work. A network that cannot cope with all of the above to provide consistent, seamless re- liability is bound to ruin the customer experience. Modern AI-driven enterprise network solutions can make wired and wireless networking pre- dictable, reliable and measurable with superior visibility into the user experience. In addition to providing guests with real-time, secure connectiv- ity with personalised experiences, these solutions simplify the deployment and management of IT infrastructure and services across multiple, distributed properties, with zero-touch provision- ing and automated workflows operated via the cloud. Since they can proactively detect and fix anomalies, hotels can efficiently operate with zero dedicated network employees. Additionally, ambassadors, duty managers and support staff at the hotel properties can enjoy fast, reliable access to their key hospi- tality and business applications, including property management, content management, physical security, payments, video and voice. Furthermore, sophisticated firewalls can provide a full suite of traffic inspection and industry-leading threat protection capa- bilities while maintaining top performance (bearing in mind the daily arrival of new, unknown and therefore untrusted third party devices on the network). These capabilities effectively safeguard hotel guests, staff and their access to the internet and other digital assets. Whereas the majority of hotels offer the same standard services, those that go above and beyond to create distinctive and memo- rable experiences stand out. Elevated customer engagement can cultivate loyalty and turn hotels from basic necessities into the beating hearts of every journey. AI-driven enterprise network solutions are the cornerstones and enablers of this transition.
56 NOVEMBER 2023 | HOTELNEWSME.COM I t's time to face the stark real- ity. The hotel industry, as we quintessentially know it, is dead. Yet it is not all dark and gloomy, for the heartbeat of the thriving customer experience industry is alive and kicking, pulsating with unbridled growth and potential. Hotel owners and CEOs must awaken to the power of looking beyond conven- tional definitions and industry norms. No longer can we afford to confine our- selves solely to the limitations of being mere hotels that look good and provide great amenities. The time has come to redefine our purpose as providers of extraordinary customer experiences, in line with customer expectations, that transcend the ordinary. Being in the hotel industry for over 22 years, I have learned the power of look- ing beyond conventional definitions and industry norms. Instead of seeing ourselves solely as hotels, we endeavour to look beyond common industry prac- tices by working towards understand- ing and anticipating the ever-evolving customer needs and providing for them in a way that connects with them in an economic, social, and emotional way. This shift in perspective has helped our hotel brand remain relevant in an ever-changing world of hospitality, while also opening doors to expansion into diverse regions like Africa and Saudi Arabia. Therefore, it is important that the hotel industry rethinks its approach to remain competitive and embrace the transformative potential of a customer-centric focused approach and identify clear needs and deliver accordingly. By heeding to the desires of travellers and aligning our offerings with regional preferences, we must transcend the mundane and elevate the extraordi- nary. The time has come for the hotel industry to shed its outdated skin and emerge as a phoenix, rising from the ashes, embracing the boundless op- portunities of this dynamic customer experience landscape. I mention below my key learnings, some of which are outcomes of my successes and others which are learn- ing from my failures. And trust me when I say that I have struggled and fallen down many times, but these ex- periences have helped me build what I have today, which I consider stepping stones to my success. ‘Fancy’ hotels are not Better Hotels This is probably the most eye-opening lesson I have learnt during my profes- sional journey and the pandemic only strengthened my conclusion. Yes, while lush luxury resort like proper- ties is great but they do not always translate into better sales/profits. People these days are looking for more than just luxury, they are looking for great value, personalisation, and a unique experience in terms of service. While travel did return in a big way in 2022, things were a lot different, travel uncertainties and rising infla- tion has surely made travellers more conscious about their spending. This doesn't mean that they are not willing to spend but they do expect a better experience for their money. Quirky, fun, and comfortable on a budget is what the younger millenni- als and older members of Generation Z are looking for. So, focus on the vibe and look of your hotel rather than the size of your property, stress on customization rather than the number of amenities and thrive on customer experience over meeting set industry norms. Be flexible, quick to adapt to change, prioritize sustainability and go that extra mile to make your cus- tomers experience memorable. The customer is not looking for large fancy structures but basics fundamentals of true hospitality. Embracing Local Diversity: Africa and Saudi Arabia Expanding into new regions like Africa and Saudi Arabia has been a transformative experience for the hospitality industry. These diverse markets present unique challenges and opportunities that have compelled us to rethink our approach. In Africa, for instance, the vast continent offers a plethora of ecotourism opportuni- ties, cultural immersions, and wildlife HCNME POINT OF VIEW Looking beyond CONVENTIONAL DEFINITIONS JS ANAND, Founder & CEO, LEVA HOTELS
57 HOTELNEWSME.COM | NOVEMBER 2023 experiences. While we are in the process of understanding the nuances and expectations from this region, we are making every effort to immerse our- selves in the local culture and research on traveller preferences in order to be able to craft unforgettable experiences for our guests. In Africa, especially in places such as Rwanda, Nigeria, Ivory Coast etc., trav- ellers seek authentic and immersive encounters with the local environment and communities. Hotels that under- stand and align with these regional preferences have a competitive edge. Offering guided safaris, cultural tours, and eco-conscious experiences allows hotels to cater to these desires and cre- ate truly memorable stays. Africa as a continent has a long way to go in delivering a basic hotel product and unique designs. The market is still not fully aligned in terms of their offer- ings in different categories. The skill set has very limited availability and train- ing is a dire need. More importantly Africa needs basic functional clean and elegant hotels before jumping into high end luxury. Similarly, in Saudi Arabia, a coun- try that is steeped in rich history and tradition, guests seek experiences that resonate with their cultural interests. Incorporating local customs and providing a gateway to historical landmarks adds a new dimension to the customer experience. Tailoring our offerings to meet the specific needs of travellers has been core to our success. Saudi Arabia is marching ahead with a dynamic tourism strategy and various developments which will increase the domestic and international arrivals. The country, without doubt, has the ingredients to deliver service, high end products and a fantastic infrastructure backed by the required government support. The only challenge lies in getting the work done and delivering results quickly. The solution to this is quite simple. The manpower and systems need to react quickly and pick up a sense of speed in terms of execution by speeding up processes and approval. The Importance of Adaptation and In- novation/ Invest in smart technology The landscape of travel and hospitality is ever evolving, driven by techno- logical advancements, and changing consumer behaviours. A myopic focus on simply building hotels can lead to missed opportunities in alternative industries and the use of emerging technologies. Travelers today seek a high-tech guest journey. To main- tain relevance and stay ahead of the competition, the hospitality industry must embrace innovation and adapt to market trends. Disruptive technologies, such as Artificial Intelligence (AI), Virtual Reality (VR), and contactless solutions, are reshaping the guest experience. AI- powered chatbots enhance customer service by providing instant assistance, while VR allows potential guests to take virtual tours of hotel proper- ties, aiding in their decision-making process. Right now, guests relish a seamlessly integrated experience, courtesy of in- novative systems revolutionizing their stay. Mobile Check-In/Check-Out, Smart Room Controls, and Keyless Entry expedite processes, putting control in guests' hands. Additionally, Contactless Payments and Digital Con- cierge redefine convenience, secur- ing transactions and instant service access through guests' devices. This tech synergy revolutionizes the guest experience, delivering unprecedented personalization and efficiency. I would also suggest keeping it simple and not overcrowding technology, especially when guest arrive. It is important to choose the technology you want to use wisely as there are some systems that are expensive and not required. Airbnb's success is a testament to the power of flexibility and open-minded- ness. Similarly, by embracing emerging trends and technologies, hotels can tap into new markets and offer innovative services that cater to modern travel- lers’ expectations. Identifying Customer Desires The essence of hospitality lies in understanding the desires of our guests and going above and beyond to fulfil them. To remain relevant and com- petitive, hotels must look beyond their immediate offerings and identify the overall travel and entertainment needs of consumers. Practice hospitality from the heart, deliver it effectively and experience the results yourself. Don’t make it superficial, be hands on and be out there. Prioritize your work keeping the customer at the forefront. As travellers seek unique and immersive experi- ences, hotels can explore partnerships with local businesses and artisans to offer exclusive experiences that showcase the destination's culture and heritage. For instance, arrang- ing cooking classes with local chefs or organizing craft workshops can elevate the guest experience and leave a lasting impression. With the rise of experien- tial travel and the growing importance of social media influence, hotels can capitalise on these trends by creating shareable moments and promoting user-generated content. The Winds of Change Our peers at Airbnb have shattered the confines of convention, proving that the hospitality realm extends beyond brick and mortar. They have harnessed the power of disruption, connecting travellers with local experiences and hosts, forever altering the trajectory of the customer experience industry. It is time to shed our myopic view of being hoteliers, confined by four walls and room service. Instead, let us be cu- rators of the extraordinary, designers of life-altering moments, and purveyors of immersive encounters. The custom- er-centric approach will be our guiding star, illuminating the path to relevance in a landscape transformed by the ever- changing whims of travellers. In the end, it is not the hotels that will endure, but the indelible memories etched into the souls of those we have the privilege to serve. So let us cast off the shackles of convention, embrace the winds of change, and usher in a new era of customer-centric excellence. The hotel industry may be dead, but the spirit of hospitality and the promise of unforgettable experiences are very much alive. The time has come for us to rise, to redefine, and to embark on an audacious journey of becoming the architects of extraordinary customer experiences that transcend borders and expectations. The world awaits our transformation. LOOKING BEYOND CONVENTIONAL DEFINITIONS
58 NOVEMBER 2023 | HOTELNEWSME.COM A fghan restaurant, Kishmish, is a testament to the legacy of Afghan flavours. For me, this journey is deeply personal, shaped by the warmth of my cultural environment and the cherished memories of traditional meals shared with loved ones. It is this rich history of experiences that inspired me to create a space where Afghan cuisine could flourish. As a woman navigating the culinary industry, I have en- countered several challenges that have shaped my journey as an entrepreneur and chef. In a traditionally male-dominated field, breaking through gender barriers and stereotypes has been an ongoing battle. Balancing the responsibilities of en- trepreneurship with being a parent and a wife is overwhelm- ing at times. However, despite the challenges, my passion for my work and my dedication to my craft have served as the guiding light, driving me forward. The pandemic was tough, it casted a shadow of uncertainty over the hospitality industry. It was a period of hard decisions, testing our resolve as a team. Driven by an unwavering belief in our concept, we channelled our energy into strengthening our brand and strategising for expansion. We embraced the opportunity to retrain our staff, perfect our culinary vision, and renovate our flagship branch, ultimately resulting in the success- ful opening of our second branch in Mirdiff Avenue Mall. The journey to opening Kishm- ish was not without its trials. I faced the challenge of adapting traditional recipes to suit a commercial setting, ensuring that each dish retained its authentic essence and consistency. Driven by a deep-rooted connection to my culture, I navigated these obstacles with determination, infusing each recipe with a touch of heritage and innovation. As a chef and business owner, I place importance on customer feedback, recognising the pivotal role it plays in refining our culinary experience. Flexibility is essential, allowing us to incorporate valuable insights while remaining true to the essence of our brand and cuisine. My cooking philosophy centres on the use of high-quality ingredients, echoing the flavours of home. This commitment results in dishes that not only tantalise the taste buds but also evoke a sense of comfort and nostalgia, reminiscent of the meals shared with family and friends. Deeply influenced by my experiences in Afghanistan and my mother's spirit, I find fulfilment in giving back to the com- munity. Through charitable endeavours, we strive to uplift and support communities, reflecting a commitment that goes beyond the kitchen. Food and philanthropy are the heart of Kishmish. As we continue to grow, our commitment to up- holding the essence of Afghan cuisine remains unwavering, inviting guests to savour not just the flavours of our cuisine but also the rich cultural heritage that lies at the core of our culinary journey. THE JOURNEY KISHMISH OF HCNME POINT OF VIEW BY IMAN NAZEMI, OWNER AND HEAD CHEF, KISHMISH Iman Nazemi, Owner and Head Chef, Kishmish