Hotel & Catering
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The city’s skyline soars with the opulent Sofitel Dubai The Obelisk’s arrival Hotel&Catering NEWS Middle East ALL THE LATEST FROM THE MIDDLE EAST HOSPITALITY INDUSTRY OCTOBER 2020 New Heights FIRST THINGS FIRST Meet the GM behind IHG’s Hotel Indigo debut in the GCC FROM YO! TO TEXAS Gourmet Gulf’s chairman on the group’s most successful brands ROTANA UNVEILED The key components of the chain’s success, starting with its People
Create your sweet signature The NESTLÉ Docello™ product range provides much more than just convenience and consistency. It provides the perfect base for chefs to express their creativity. Contact us now to request for your free demo 600595950 www.nestleprofessionalmena.com @nestleprofessionalfoodmena NestleProfessionalFoodMENA
3 HOTELNEWSME.COM | OCTOBER 2020 NEW HEIGHTS COVER STORY IN THIS ISSUE HCNME 20 MAKING DELICIOUS POSSIBLE Executive Chefs Elie Lteif and Guarav Gulati share their top recipes, brought to you by Nestlé Professional MENA 24 SUPPLIER WATCH A Foodservice Revolution Chef Middle East to launch B2B e-commerce platform 26 EVENT PREVIEW TUTTOFOOD Milano 2021 A B2B exhibition for the agrifood ecosystem 28 THE BUSINESS Gourmet Gulf Sami Daud, chairman of Gourmet Gulf, takes us on a journey to discover the group’s biggest brands and its secrets to success in the region 32 WHAT’S COOKING? The Artisan Chef Mohammad Chabchoul has held the position of executive chef at Grand Millennium Hotel Business Bay for two years since the hotel opened in October 2018 44 MOVERS & SHAKERS Totally Hooked Paul Stewart, general manager at The Duck Hook and Hillhouse Brasserie, discusses his venues’ approach to the pandemic, and keeping customers coming back for more 46 CHAIN FOCUS Rotana Hotels & Resorts The company has pursued an expansion strategy to establish its footprint in every major city in the region and beyond, making it a homegrown success story 34 The city’s skyline soars with the opulent Sofitel Dubai The Obelisk’s arrival
4 OCTOBER 2020 | HOTELNEWSME.COM TAKING CHARGE GM INTERVIEW 52 F&B FAR AND NEAR Counting Calories Soniya Ashar, founder of the UAE’s first food data intelligence software NutriCal, reveals why there’s more to a recipe than chef and ingredients 54 SUSTAINABLE KITCHEN Café Teachings Arbor School’s farm-to-fork concept 56 OPINION Risk Management and its Impact on the Hotel Industry By Ciarán Kelly, Managing Director, FCM Travel Solutions, Middle East & Africa 40 IN THIS ISSUE HCNME Laura Eggleton, General Manager, Hotel Indigo Dubai Downtown
Rise to the top with French Cream In pastry and other branches of the culinary arts, there is no denying that cream is an essential ingredient. As a cooking element, it adds an incredible depth of flavor. European dairy cream, especially French cream, enhances the flavor of all preparations. It has an unparalleled melt in the mouth, and its softness on the palate is uniquely smoothing and comforting. No matter the level of the cooking skills, anyone can incorporate French cream to a range of dishes, from savoury to sweet. The content of this advertorial 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. Creamy, tangy grapefruit meringue By Chef Nina Métayer Nina Métayer is a French Chef awarded twice as best pastry chef of the year in 2016 and 2017. For her dessert, she decided to put together a fruit-forward dish and whipped up a creamy grapefruit meringue, then completed the plate with vanilla tonka chantilly.
6 OCTOBER 2020 | HOTELNEWSME.COM SUBSCRIBE Contact subscriptions@bncpublishing.net to receive Hotel & Catering News ME every issue EDITOR Dina Maaty dina@bncpublishing.net CEO Wissam Younane wissam@bncpublishing.net DIRECTOR Rabih Najm rabih@bncpublishing.net GROUP COMMERCIAL DIRECTOR Samer Alloush samer@bncpublishing.net CREATIVE LEAD Odette Kahwagi EDITORIAL DESIGN Christian Harb MARKETING EXECUTIVE Aaron Joshua Sinamban aj@bncpublishing.net PO Box 502511 Dubai, United Arab Emirates P +971 4 4200 506 | F +971 4 4200 196 For all commercial enquiries related to Hotel & Catering News ME, contact Samer Alloush, Group Commercial Director samer@bncpublishing.net | T +971 55 776 4670 All rights reserved 2020. Opinions expressed are solely those of the contributors. Hotel & Catering News ME and all subsidiary publications in the MENA region are 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 HotelCateringNewsME 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
8 OCTOBER 2020 | HOTELNEWSME.COM H ello, October! It seems as though this is the magic month for hospitality and F&B, given the sheer number of new opening, reopening and launch releases I have been receiving – all September long. From ‘mood’ rooftops, to socially distanced sports halls, hotels and restaurants have been doing their best to keep things fresh. “I’ll take it from here,” said October, as it bid farewell to September’s confusing ups and downs – it truly was a transition period like no other. Now, whether we have indeed arrived at something substantially transformative or not, it’s rather debatable. By the looks of it, it’s highly unlikely that the so-called ‘normal’ will arrive anytime soon. The good news is, it really doesn’t have to. UAE restaurateurs and hotel GMs have been adapting like the most capable of chameleons, proving once, twice and even thrice more that there’s nothing out there that can scare these ever- resilient professionals. Moreover, I have been reading a lot of positive news on business travel bouncing back; 50% of organisations in the region are travelling again, which means that – slowly, but surely, and very cautiously – we may be seeing a rebound in no time. Now, on a more mitigative note, a study conducted by Unilever Foods has found that 44% of UAE chefs were stressed, which has prompted the launch of #FairKitchens, a movement geared towards improving working conditions for the culinary pros. What we need to see more of, are more solutions like the aforementioned, and much less unfairness in the workplace for our food heroes. Hashtags like the above, much like #UAERestaurantsUnite, aren’t simply buzzwords or trending topics on your Twitter feed: they involve real people from the industry, and deserve as much attention as the new brunches and staycation offers – because behind the creativity there are masterminds and hard-working champions who have truly earned every bit of their success – and may have had to re-earn it in the wake of COVID-19. I always ask my fellow industry friends and colleagues to power through, but this month I’ll say: stop and smell the roses (with your mask on, please). The best is yet to come and it can only get better from here. Make use of the resources out there that can help you, such as Dubai Chamber’s ‘Ask the Expert’ social media series and – by all means – if you need a hashtag, please start one and we’ll join the movement. DINA MAATY EDITOR dina@bncpublishing.net STOP AND SMELL THE ROSES (WITH YOUR MASK ON, PLEASE) EDITOR’S NOTE HCNME
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10 OCTOBER 2020 | HOTELNEWSME.COM I n the professional kitchen, speed and efficiency are paramount, but must not be at the expense of other factors such as food quality or hygiene, say Rational experts. This is why cooking systems are increasingly in demand which, even after grilling and braising, are quickly available for other applications such as steaming or baking. This is why Rational has looked over the shoulders of the cooks when developing the new iCombi Pro combi-steamer and integrated the intermediate cleaning system. “Imagine,” explains Thomas Hofer, Managing Director RATIONAL Kitchen & Catering Equipment Trading FZCO, “You’ve grilled for lunch and now you need to start preparing for the evening quickly. There’s no time for extensive cleaning.” In order to keep production running without significant interruption, Rational has integrated ultra-fast intermediate cleaning for the new iCombi Pro as a component of the intelligent cleaning iCareSystem. Even with stubborn traces, this only takes around 12 minutes and ensures that the next cooking process is not impaired by taste transfer or unpleasant odours. The cleaning time is so short that it gives just enough time to prepare the next load. Of course, an intermediate cleaning does not replace intensive care. iCareSystem is so intelligent that it recognises and displays the current degree of soiling and, based on this, gives a clear recommendation for cleaning, including descaling, according to Rational. A total of nine cleaning programmes are available: strong, medium and light, in normal and eco modes – with less detergent and water but longer cleaning time – ultra-fast intermediate cleaning, rinsing without tabs and rinse aid. Hygienic gloss cleaning is even possible overnight to use the production-free time. Thus, individual options save cleaners, operating costs and labour. Rational has also further developed the solid cleanser in line with the principle of sustainability. It is now phosphate-free, smaller and is simply placed in the drain basket. Compared to the previous model, up to 50% less cleaner is required. At the same time, the new iCareSystem saves up to 30% water. Even the costs for water softening or manual descaling are eliminated, because the iCombi Pro is automatically descaled as required. Rational experts underline the importance of food quality and hygiene NEWS HCNME Thomas Hofer, Managing Director RATIONAL Kitchen & Catering Equipment Trading FZCO
11 HOTELNEWSME.COM | OCTOBER 2020 InSinkErator, a business unit of Emerson, the inventor and the world’s largest manufacturer of food waste disposers for home and commercial use, has launched its regional e-learning centre in response to the high traction the plat- form has gained in the Middle East and Africa. In 2019, about 900 training hours were logged in the region alone. The platform also gained significant traction during the coronavirus lockdown period, accounting for about 500 current students. “During the height of movement restrictions amid the COVID-19 crisis, we were certainly well-equipped to offer our customers the relevant tools and solutions. Since Coronavirus disrupted our daily routines, it has forced the digital trans- formation to accelerate and take precedence. Taking after the vision of the UAE government and thanks to the solid infrastructure provided by them, we will continue to enable easy access to information and promote education for all. The underlying goal is to provide our partners with the ability to build knowledge and have fun while they are at it,” says Mohamed Karam, Senior Business Development Manager of InSinkErator, MEA. One of the first organisations to introduce such educational resources, InSinkErator initially launched its preliminary e-learning centre back in 2016 in the US. The platform was launched to provide customers and partners with a tool to educate themselves about available products as well as to improve the quality of sales and after-sales customer service. The education platform aims to engage with customers who want to learn more about InSinkErator products and how they are used. It also aims to encourage training use from trade partners and other industry professionals, to get edu- cate about our range of products which include food waste disposers, water dispensing technology and FoodServcie dis- posers for commercial use, that will give them the knowledge and confidence to promote InSinkErator products. InSinkErator launches regional e-learning platform for customers and partners NEWS Mohamed Karam, Senior Business Development Manager of InSinkErator, MEA Applause. You can’t get it with your usual methods. They cover 90% of all conventional cooking applications, yet require less space because of their broad spectrum of application, synergy and intelligent functions. Helping you to save energy, raw materials and time, and still produce more than ever before. Register now and experience more. rational-online.com Newer is better. It's faster.
12 OCTOBER 2020 | HOTELNEWSME.COM APPOINTMENTS HCNME Siraj Memon was appointed cluster director of sales & marketing for Anantara Al Jabal Al Akhdar Resort and Al Baleed Resort Salalah by Anantara. He was promoted in August 2020 to this new role from his previous assignment at the Salalah property as Director of Sales since July 2016. Anantara appoints cluster director of sales and marketing for two Oman properties Nestlé Professional, a division of Nestlé offering food and bever- ages solutions for the out-of- home channel, has appointed its 24-year veteran Joe Aouad as business executive officer for the Middle East and North Af- rica, effective October 1, 2020. Aouad will oversee operations in 19 countries for Nestlé Professional, which serves the out-of-home industry using its global experience and know- how to help accelerate the businesses of its foodservice and hospitality partners. Via its brands and products, Nestlé Professional shares its solutions and innovations to help customers and operators make more possible. Aouad has held numerous management positions across the company, having spent the last seven years at Nestlé headquarters in Switzerland, most recently as global category and business capabilities development leader within the global Strategic Business Unit. There, he played a central role in the development and evolution of the out of home section’s global coffee strategy working closely with the Nescafé, Nespresso B2B and Starbucks integration teams. Before that, Aouad had been Nestlé Professional country business manager in Saudi Arabia since 2011, a leading market for Nestlé in MENA, where he built the business in the Kingdom when it was first established. Nestlé Professional appoints Joe Aouad as business executive officer for the Middle East and North Africa Niccolo Rossi brings over 14 years of hospitality expertise as the newly appointed executive assistant manager at the Radisson Blu Hotel, Dubai Deira Creek. Rossi, an Italian national, will be overseeing the entire operation of this heritage hotel, including 14 food & beverage outlets, 21 meeting venues, and 288 rooms. He has been with the Radisson Hotel Group since 2009, with a strong expertise in food & beverage. He first joined the brand as part of the culinary pre-opening team at the Radisson Blu in Tripoli, Libya. Rossi then worked in several RHG properties in Eastern Europe as Executive Chef and Director of Food & Beverage. His most recent appointment was at the 842- room Park Inn by Radisson Pulkovskaya Hotel & Conference in St. Petersburg, Russia, where one of his most notable achievements was bringing significant growth in F&B profitability. Radisson Blu Dubai Deira Creek appoints executive assistant manager Aldar Properties has announced that its hospitality and leisure arm has appointed Saurabh Bakshi as the new area general manager for Yas Plaza Hotels. In his new role, Bakshi will oversee the strategic operations of the Aldar’s clustered portfolio at Yas Plaza on Yas Island. Aldar Properties names Saurabh Bakshi as general manager for six Yas Plaza Hotels
Dairy from Ireland where we work in harmony with nature Ireland’s lush green fi elds, fresh, clean air and plentiful rain create the perfect environment for rearing grass-fed cows. Together with an agile industry that responds speedily to changing production requirements, we’re able to ensure a consistent, secure supply of premium quality dairy produce. Our farmers and producers continue to work with care, commitment and respect for tradition. As members of Origin Green - Ireland’s leading edge national food quality and sustainability programme - their work is also measured and independently audited to drive continuous improvements in food safety, traceability, animal welfare and greenhouse gas emissions. To learn more about how we work in harmony with nature like nowhere else in the world, visit irishfoodanddrink.com
14 OCTOBER 2020 | HOTELNEWSME.COM OPENINGS & LAUNCHES HCNME Born and tailored in Dubai, homegrown fashion brand Fácil Blanco has opened the doors of its first exclusive resort bou- tique at the world’s tallest all-suite hotel, Burj Al Arab Jumeirah. The boutique is situated at ‘SAL’, Jumei- rah’s new pool and beach experience, personifying Dubai’s fine-living, resort lifestyle. Fácil Blanco, which translates to simple/easy white from Spanish, offers an exclusive collection of pure all-white linen garments, representing the city’s lifestyle of fine taste, resort style, luxury boating and comfort. Expatriates Julie Shields and Michael Woithe founded Fácil Blanco in Dubai, the city they have called home since 1997. Dubai-born fashion brand ‘Fácil Blanco’ opens boutique at Burj Al Arab Al Khawaneej Walk, a new community mall in the Al Khawaneej neighbourhood, has opened its doors this week with a variety of homegrown and internationally renowned brands for residents and visitors to the Al Khawaneej locale. The architecture of the newest neighbourhood hang-out in town is inspired by the aesthetic of an agricultural greenhouse, blending rustic and modern design elements to offer visitors a vibrant social hive that pays homage to contemporary local culture. The mall sprawls across both indoor and outdoor space, with outdoor areas landscaped around a picturesque lake. The new venue also encompasses an 18-metre-tall rustic windmill and Last Exit Al Khawaneej, Dubai’s food truck destination. Al Khawaneej Walk brings a raft of new retail, F&B, leisure and entertainment experiences to residents in the Al Khawaneej neighbourhood. They include a hypermarket from the popular French retail group Géant, the American Hospital Clinic and a new Warehouse Gym with a ladies-only section and 25-metre swimming pool. Al Khawaneej Walk opens in Dubai Waldorf Astoria Ras Al Khaimah has launched a personalised service for kids. Aimed at keeping them engaged from the moment the family is checked in until checkout time, ‘Kids’ Concierge’ will provide young ones with a customised itinerary featuring activities tailored to different age groups. Little guests will be offered to make a selection based on their interests and design their own entertainment programme. Waldorf Astoria Ras Al Khaimah introduces kids’ concierge service
QD’s, located at the Dubai Creek Golf & Yacht Club, has reopened. The venue will be offering Happy Hour from Sunday- Thursday, 6pm- 8pm and a Ladies Night taking place every Sunday from 8pm-11pm, in addition to themed music nights with DJ Rohan Nunes spinning out classics from the 70s, 80s and 90s, as well as an eclectic mix of house, R&B, jazzy funk and soul. The menu is diverse, serving up Middle Eastern, Indian and Mediter- ranean cuisine. #FairKitchens, a movement focused on the overall wellbeing and mental health of the foodservice industry, supported by Unilever Food Solutions, is coming to the UAE in October 2020 following extensive studies. #FairKitchens aims to foster happier and safer kitchens. In 2020, a study con- ducted by Unilever Food Solutions locally reported that 44% of chefs feel stressed and have taken measures to protect themselves, 20% feel overwhelmed from excess available information online and only 10% of them feel optimistic about the future. Through partnering with chefs and high- lighted food critics across the industry, the #FairKitchens movement seeks to shine a light and provide a platform to share solutions created by industry pro- fessionals and psychology experts. Tamanya Terrace, a rooftop venue located at Radisson Blu Hotel, in the heart of Dubai Media City, is reopening on September 30 at 4pm. To celebrate the opening, the Terrace is offering guests a complimen- tary welcome beverage upon arrival on Wednesday. The rooftop will be open Wednesday to Friday with offers, includ- ing 50% off food for media, hospitality, healthcare and education professionals on Wednesdays, two hours of free-flowing house pours for AED 199 on Fridays, and three beverages and three food items for only AED 149 Wednesdays to Fridays. Tamanya Terrace to reopen with 50% off food on Wednesdays for industry professionals Forty-four percent of UAE chefs are stressed, Unilever study reveals ahead of movement launch QD’s Bar & Grill reopens at Dubai Creek Golf & Yacht Club OPENINGS & LAUNCHES
Barilla has launched a legume pasta range made of only one ingredient – either 100% red lentil or chickpea flour. Both variants are high in protein and fibre, gluten-free, and pair well with all meats, vegetables and sauces. “We’re seeing a growing trend towards higher protein plant- based foods, especially those with added health benefits. Legumes are a nutritious, plant-based and gluten-free powerhouse, loaded with protein to help you stay fuller for longer and fibre for a healthy gut. They also offer a great way to boost your daily serving of vegetables and pulses,” says Mirna, a licensed nutritionist (dietitian), breastfeeding expert (IBCLC) and prominent media commentator. To make the pasts, the legume flour is mixed with water and kneaded for several minutes, before the dough is pressed and shaped into Casarecce, Penne and Fusilli. Barilla’s new Chickpea Casarecce, Red Lentil Penne and Red Lentil Fusilli are now available nationally in hypermarkets and supermarkets. The Zuhour Group, which owns Mezza House, Zaroob and Sofraji, has opened 1988 snack and sandwich restaurant Abou Afif in Dubai. Sandwiches on offer include the Francisco, featuring grilled bread enveloping marinated tender pieces of chicken, layered on a bed of cheese for AED 15 and Makanek, with traditional sausages parcelled up in bread, topped with tomatoes, pickles, mayonnaise and pomegranate molasses for the same price. Barilla introduces new legume pasta range 1988 Beirut sandwich spot ‘Abou Afif’ opens in Dubai EETEN Urban Kitchen, which opened earlier this year at Dubai Marina Mall, has announced the opening of its outdoor terrace. This coincides with the addition of a number of new dishes to the menu. New additions to the salad offering include a zesty Zorba the Greek, warm Salmon Lentil Niçoise, a Thai beef salad a little extra zing and a Charred Caesar Salad. Plus, Salmon and Quinoa bowls are now on the menu along with a variety of sandwiches including the Filet Mignon, Shrimp Salad Croissant, Cuban Reuben Pastrami, the plant-based Beyond Malibu burger and the Herb Butter Chicken special. Dubai Marina-based EETEN Urban Kitchen opens terrace, launches new menu OPENINGS & LAUNCHES HCNME 16 OCTOBER 2020 | HOTELNEWSME.COM
Burger brand Pickl has opened its sixth location, in City Centre Deira. The new restaurant is located on the second floor. The homegrown burger joint will also be bringing back the BOUJEE BIRD for a limited time only. The creation will be featured on the menu, along with the unveiling of the mall’s glass beehive, with each restaurant venue being challenged to create a honey infused-dish. Burger enthusiast, Chef and founder Stephen Flawith (aka Steve) says: “We’re absolutely pumped to be opening our sixth location in City Centre Deira. CCD is such an iconic part of old Dubai’s landscape that we wanted to add our part to its history. A massive thank you goes out to our awesome customer base that has continued to support us over the last 18 months.” Pickl uses Angus beef and chicken, both hormone- and antibiotic-free. Burger joint Pickl opens its sixth Dubai branch in City Centre Deira OPENINGS & LAUNCHES
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20 OCTOBER 2020 | HOTELNEWSME.COM Can you give us glimpse of your career journey so far? I started my career as a chef in 2001, then graduated from Hospitality Kitchen and Pastry Arts in 2004 with honors. With a strong passion towards the kitchen and all its aspects, and a profound love for food preparation, I specialised in French cuisine, working for international brands such as Le Bis- tro De Beirut and Entrecote de Paris. I then moved to international chain Buddha Bar, joining the pre-opening teams as chef de partie. Passionate about more than 11 types of cuisine, I tend to create menus and theme nights, as well as special and private events that mix various tastes. In 2005, I moved to the hotels sector at Le Royal Hotel Beirut, a 5-star hotel, as chef de partie where I got promoted to junior sous chef. In 2008, I shifted to hospitality management as head chef, and was then promoted to executive chef for pre-opening projects at Le Noir Motion Lounge in Beirut. In 2013, I moved to Dubai for an executive chef role at Cedar Dining Hospitality Management, leading a culinary team of 120 employees, and handling seven outlets and central kitchen production serving interna- tional and modern Lebanese cuisines with a massive catering operation. In 2016, I was part of the pre-opening team as executive chef for Metro- politan Boutique Hotel under Habtoor Hospitality Group, handling all six out- lets including a pub, Italian restaurant, sushi bar, all-day dining, the banquet and room service, plus catering events. From 2017 until now, I have been executive chef at Nassima Royal Hotel, which was turned into VOCO Hotel Dubai under IHG management and part of the pre-opening team for the first VOCO brand in Middle East, han- dling all culinary operations. What’s your favourite dish to eat and why? I love burgers and street food. When you work for hotels and you’re sur- rounded by many international dishes from different cuisines, you tend to go back to basics when enjoying food: think shawarma, falafel, as well as Asian and Indian specialties. What are you cooking up today? Tell us more about the dish. Today, I’m going to prepare a tradition- al Thai dish (Thai shrimps with ginger- lemon rice), one of my favourite dishes, using Nestlé Coconut Milk Powder. It’s rich in flavours and protein, served with lemon-ginger rice. As a chef, what are the top ingredients and products you’re using these days? During these difficult COVID-19 times, it’s a challenge to procure a lot of products from outside the UAE, so I’m focusing in my recipes on local produce and alternative food solutions to main- tain consistency and deliciousness. What are some of the most recent, important food trends you can tell us about? All concepts are going back to the basic recipes and not complicating things. For example, using fresh herbs and ingredients is now preferred. Most chefs are now adding a touch or their signature, not more than that. You can be creative, even with basic dishes, just make sure you maintain authenticity and presentation, and preserve the cultural background. What would you advise suppliers and foodservice professionals who are looking to offer their best to the market and meet demand? Demand for foodservice professionals is high now, and they should focus on products that can be prepared in a short period of time, while yielding quality results. Plus, look for trending recipes in the market and find alternative food- service solutions for such dishes. ELIE LTEIF A LEBANESE NATIONAL, LTEIF HAS 20 YEARS OF CULINARY EXPERIENCE, 8 OF WHICH ARE IN THE UAE EXECUTIVE CHEF MAKING DELICIOUS POSSIBLE HCNME
FIND OUT MORE ABOUT US HERE: THAI SHRIMP CURRY WITH LEMON GINGER RICE SAUCE LEMON GINGER RICE GARNISH • 800 g Tiger shrimps (12 pcs) • 1 litre Water • 400 g MAGGI® Coconut Milk Powder • 70 g Red onion chopped • 25 g Ginger fresh chopped • 37 g Garlic chopped • 10 g Sugar • 30 ml Soya sauce • 70 ml Sesame oil • 42 g Thai curry paste • 1 pc Lemongrass • 30 ml Lime juice • 500 g Basmati rice • 1 pc Lemongrass • 150 g Red onion chopped • 40 g Garlic fresh chopped • 55 g Ginger fresh chopped • 78 g Butter • 1 litre Water • Salt • Black pepper • 1 leaf Thai basil • 1 pc Lime • 2 pcs Red capsicum • 4 pcs Coriander leaves INGREDIENTS
22 OCTOBER 2020 | HOTELNEWSME.COM GUARAV GULATI EXECUTIVE CHEF Can you give us a glimpse of your career journey so far? After finishing my Hospitality Man- agement degree, I decided to join the culinary world. I started out as a management trainee and worked with top chain hotel brands such as Le Royal Méridien, Hilton Abu Dhabi, Hilton Dubai Jumeriah, Qatar Airways, The H Resort Seychelles, Bulgari London, The H Dubai and Emaar Hospitality. So far, I’ve had an amazing culinary journey in different parts of the world, and it’s bound to get even better. I’ve never stopped learning and develop- ing; I learn something new every day, whether it’s a dish or a skill. What’s your favourite dish to eat and why? A good piece of tender beef steak cooked perfectly, medium with jus, would be my ideal meal. I’m a meat lover, and no menu would be complete without steak on it. What are you cooking up today? Tell us more about the dish. I’m cooking pan-seared black cod, with cauliflower, coconut potato foam, white asparagus, edamame, dill oil and flax seed chips. This is an amazing flaky fish, cooked with herbs, garlic and butter, fresh green vegetables and a foamy puree. It’s a French cooking-style dish with a balance of starch, vegetables and protein, keeping the real texture and flavour of the fish itself. At the same time, I’m giving the dish a modern approach by using flax seed chips and the foamy purée. As a chef, what are the top ingredients and products you’re using these days? I’m using many greens, vegetables, herbs and a variety of lettuce in my dishes and keeping it simple and healthy. What are some of the most recent, important food trends you can tell us about? Using healthier, low fat, low carb ingredients: I see a lot of people mov- ing towards a healthier lifestyle and switching to vegan options. What would you advise suppliers and foodservice professionals who are looking to offer their best to the market and meet demand? Innovation is the key to success. Keep developing new products as the market and trends continue to evolve. AN INDIAN NATIONAL, GULATI HAS 37 YEARS OF CULINARY EXPERIENCE, 14 OF WHICH ARE IN THE UAE “Innovation is the key to success. Keep developing new products as the market and trends continue to evolve.” MAKING DELICIOUS POSSIBLE HCNME
FIND OUT MORE ABOUT US HERE: • 180 g Fresh cod fish fillet • 30 g MAGGI® Coconut Milk Powder • 30 g MAGGI® Mashed Potato • 20 g MAGGI® Chicken Stock Powder • 30 ml Cooking cream • 4 Baby beetroot • 150 g Cauliflower • 3 pcs Jumbo Peru asparagus • 10 g Flax seeds • 20 g Corn flour • 30 g Butter • 5 pcs. Edible flowers • 2 sprigs Fresh thyme • 3 pcs Garlic clove • 20 ml Olive oil • 50 ml White vinegar • Black pepper • 30 g Sugar • Salt & pepper INGREDIENTS BUTTERED PAN-SEARED COD, CELERIAC NESTLÉ® COCONUT MILK VELOUTÉ PURÉE, HEIRLOOM VEGETABLES, PICKLED BEETS, FLAX SEED CHIPS
24 OCTOBER 2020 | HOTELNEWSME.COM D etermined to implement the lat est digital trends and solutions to satisfy its most tech-savvy cus tomers’ needs, Chef Middle East will soon bring to the market an e-commerce B2B platform, which will help hospitality op erators place their orders at the click of a button and track their delivery digitally. With the surge in B2C demand at the outset of the COVID-19 pandemic crisis, CME decided that the time was just right to simultaneously launch its speciality, premium restaurant-quality ingre dients offering to consumers looking for better quality options and greater value for money. Project planning started in 2019, with a digitalisation process and the implementation of advanced capabilities, with the COVID-19 pandemic making it more evident than ever that the e-commerce business channel is here to stay and grow. A study has shown that a 300% increase in consumer demand for e-commerce services in the UAE was recorded in the first five months of 2020. In response to customers’ demands and market opportunities, and in line with global industry trends, CME has announced the birth of its digital portal for both the B2B and B2C segments in the UAE market as a first phase, to then follow in regional branches. Plus, the company will soon launch its newly revamped website chefmiddleeast.com, which will reflect an e-commerce look and feel, and upgraded functionalities. The market-centred move stems from the distributor’s ability to anticipate the foodservice industry’s upcoming path; market players and customers are prone to engage in a different way. The response arises with an efficient digital way of placing orders, coupled with worthy inter actions and assistance from the CME team of experts as needed. With this new e-commerce platform, Chef Middle East will provide its B2B customers with an up-to-date experience which brings convenience to the purchasing process. “We have been preparing to improve our digital eco-system for the last 12 months. The onset of the COVID-19 pandemic has broadened the scope of our intentions to provide a B2B plat form which will support our customers, supply partners and our own team, ensuring that the experience of interfacing with Chef Middle East becomes more efficient, effective, and informa tive,” says Chef Middle East CEO Steve Pyle. “Existing and potential customers will be able to access comprehensive product and recipe information which makes their buying experi ence swifter and simpler, as well as improving overall customer service. Customers will have the opportunity to interrogate availability data and make buying decisions 24/7, comfortably and conveniently. Our own internal efficiency will be honed, as the data we acquire will en able us to better understand how to manage our value chain and service proposition more effectively.” The food distributor has partnered with Levtech Consulting and Yergetek Customer Engagement to create and deliver this project. “One basic advantage of B2B e-commerce is being able to automate a significant part of transactions, which leads to cost efficiencies and, ultimately, makes the seller far more competitive. However, benefits extend beyond mere cost and time savings, for both vendors and their custom ers; customer self-service, buyer registration, online catalogues and contractual terms can all be automated and made more seamless,” says Sajid Azmi, CEO at Yegertek. Chef Middle East to Launch B2B E-Commerce Platform A Foodservice Revolution “The onset of the COVID-19 pandemic has broadened the scope of our intentions to provide a B2B platform which will support our customers, supply partners and our own team, ensuring that the experience of interfacing with Chef Middle East becomes more efficient, effective, and informative.” SUPPLIER WATCH HCNME
25 HOTELNEWSME.COM | OCTOBER 2020 “There’s a strong consensus in the industry that the next few years will witness a surge in B2B e-commerce volume, similar to the strong presence of B2C e-commerce platforms. The COVID-19 pandemic has introduced a certain degree of caution in business operations. However, I believe, in the mid to longer-term, businesses will adopt the practice of working with smaller inventories, and rely on rapid ongoing order fulfilment using B2B platforms,” adds Azmi. E-commerce solutions appear to develop a new appropriate model where managing and updating information is available in real-time for customers to view, search and get informed about product availability, the latest launches, exclusive promotions and order status with up-to-date data. Developing e-commerce capabilities is also a significant way to achieve im proved customer satisfaction, allowing foodservice operators to place their orders through a straightforward, fast and simple process any day and time of the week, which enables orders to be processed more efficiently, and with greater accuracy. Additionally, cus tomers have the option to seamlessly manage the complete ordering process for multiple branch locations from a unified customer dashboard. “The huge promise of e-commerce, since its inception, has been the crea tion of a win-win for both buyers and sellers. With the advantages of the mod el becoming apparent to all whom are concerned in recent years, online trans actions will only increase. However, we will see a shift in customer priorities, who are becoming more sophisticated in articulating their needs. Convenience is becoming a default expectation and sellers will need to develop their offer ings and tertiary services in order to make their brand stand out,” highlights Azmi. The distributor believes that their new e-commerce portal will allow a dynamic understanding of customers’ needs and requirements, and captur ing data-driven insights to help drive further innovation on the market. Moreover, the figures can be used to improve pricing data tracking, which enables developing enhanced strategies throughout the supply chain. These new digital capabilities are expected to achieve great momentum; Chef Middle East continues to use tech nology to create innovation, and boost accessibility, convenience and value for all its customers, old and new. “Inspir ing Culinary Craftsmanship” remains the distributor’s main mission, bringing together world-class brands, quality food and beverage ingredients, and foodservice professionals who are keen on exploring new kitchen solutions to get inspired and craft memorable din ing experiences. Images courtesy of Chef Middle East “Existing and potential customers will be able to access comprehensive product and recipe information which makes their buying experience swifter and simpler, as well as improving overall customer service.” A FOODSERVICE REVOLUTION | CHEF MIDDLE EAST
26 OCTOBER 2020 | HOTELNEWSME.COM What differentiates TUTTOFOOD Milano from other industry, B2B food fairs? TUTTOFOOD is the most interna tionalised food exhibition in Italy. It features a unique mix of Italian and international household names with niche SMEs representing the best Made in Italy products, and more. Therefore, it’s a real international agri- food hub to discover new products, explore trends and engage in effective networking. It also offers an unparal leled programme of events, thanks to a number of partnerships with major associations and organisations. Initiatives in progress include scout ing activity to increase the number of hosted buyers and planning strategies to involve more bloggers, influencers, and trendsetters. Tell us a bit more about the upcom ing TUTTOFOOD. We’re building a lot on innovation. We launched the new Fiera Milano Plat form, an innovative, integrated system which focuses even more on net working by simplifying interactions between buyers and companies. An ecosystem of services, from websites and social media to a synergy between in-person and digital meetings, and redesigned catalogues will be on offer. Moreover, TUTTOFOOD 2021 will be an effective knowledge-sharing platform. Evolution Plaza, the core of the TUTTODIGITAL area, will focus on next-generation digital transforma tion solutions, while the Innovation Area will present the new TUTTO FOOD contest dedicated to innova tion. Also, making a return is the Retail Plaza, the meeting place for trends on Retail and large-scale retailers. What gives the fair its ‘international feel’ and what does it focus on? The growing internationalisation is underlined by both visitors and exhibi tors. To date, more than 550 brands have confirmed attendance from countries including Belgium, Ger many, Greece, Ireland, The Nether lands, Peru, Portugal, Romania, Spain, the United States, Switzerland, and Taiwan, as well as Italy. In the 2019 edition, 3,079 brands were present, 16% of them interna tional from 43 countries, while attend ance reached 82,551 professionals, 23% of whom were from abroad, from a total of 143 countries. What are some of this year’s most important food categories and products, and why? We treasure all our sectors, espe cially the ones which have been the most successful such as Dairy, Meat, Sweets and Grocery. In 2021, a new feature is TUTTO FRUIT, an area dedicated to fresh fruits and vegetables, and innovation in the IV and V ranges, which house fruit and vegetable products with high quality and service standards. The next edition also focuses on the organic development of the latest sec tors launched – TUTTOHEALTH will see the development of TUTTOWINE and a boost for TUTTODIGITAL. Are there any trends that you con sider of utmost importance to the GCC market now? We look at the GCC market with great interest. An example of that is Global and innovative, TUTTOFOOD is a B2B exhibition for the agri-food ecosystem, and a national and international point of reference for sector development. Taking place from May 17-21, 2021, here we interview Exhibition Manager Paola Sarco for a close look at the fair. TUTTOFOOD Milano 2021 EVENT PREVIEW HCNME
27 HOTELNEWSME.COM | OCTOBER 2020 a webinar we have recently organised, live from Dubai, where industry experts presented the most interesting trends to our stakeholders. High-end restaurant chains and hotel restaurants have been historically strong in Gulf countries. Our experts think this is set to continue in the upcoming years, but with a shift towards even more per sonalised luxury on one hand, and a new focus on nature, proximity and territory on the other. The trade between Europe and the area is already promising, but we think there are still growth margins for quality foods. What are some of the biggest chal lenges you’re facing in the wake of COVID-19 as the organiser; what ob stacles is the industry facing? How do you plan on overcoming them? Fieramilano is one of the largest and most modern exhibition venues in Eu rope and we’ve already held several suc cessful trade fairs in a safe and secure environment since the reopening. We’re confident that the global situation will have improved by May 2021. In any case, we’re ready to host a safe TUTTOFOOD thanks to technology and the commitment of our teams. Within the context of the Fiera Milano Platform, a digital map of the exhibition will allow for remote, virtual visits, as well as direct, real-time negotiations. The event becomes ‘phygital’, or hybrid, with the creation of new formats which are simultaneously digital and accessi ble to a live audience. Fine dining versus delivery – which one’s the winner under current cir cumstances? With the forced closure of bars and restaurants, lockdowns in several coun tries put food delivery in the limelight. Our data has shown that a substantial percentage of new customers who discovered it during the pandemic, will continue to use it. On the other end, restaurateurs that wouldn’t use delivery before, have started proposing it to their customers. However, after the reopening, we’ve also seen that people were eager to go back to dining out. We think that mixed formats and concepts will be the most viable solutions for the foreseeable future. The ‘dark kitchen’ phenomenon is a good example of that. Images courtesy of TUTTOFOOD TUTTOFOOD MILANO 2021 “IT’S A REAL INTERNATIONAL AGRI-FOOD HUB TO DISCOVER NEW PRODUCTS, EXPLORE TRENDS AND ENGAGE IN EFFECTIVE NETWORKING. IT ALSO OFFERS AN UNPARALLELED PROGRAMME OF EVENTS, THANKS TO A NUMBER OF PARTNERSHIPS WITH MAJOR ASSOCIATIONS AND ORGANISATIONS.”
28 OCTOBER 2020 | HOTELNEWSME.COM Tell us a bit more about Gourmet Gulf: your brands, guest experiences and how the concepts came to be. Gourmet Gulf was born with the inten tion of bringing new culinary experi ences to the people of Dubai. Created by foodies for foodies, during the last years we have strived to bring to our territory some of the most recognised restaurant brands in the world, such as Yo! Sushi, California Pizza Kitchen, Hummingbird bakery, and Texas de Brazil, one of our most successful restaurants. There’s no greater satisfaction for us than seeing our customers happy after having a positive experience at one of our restaurants. At the end of the day that is our main objective, to give our clients happiness. Everyone is happy when they have a good culinary experience, right? That’s one of the reasons why we always look for the opportunity to bring new franchises to our company. Our intention is to continue to bring happiness, crafting new experiences for the society we’re part of. What’s your mission and core brand values across the group? Our mission is to bring best-in-class dining brands closer to people and offer them a chance to experience the best of world cuisine. We identify gaps in markets and fill them with new cuisines and fresh dining experiences. One of our core values is “people first”. We build our business on a foun dation of committed individuals, who excel at what they do, and will be chal lenged to develop themselves every day. GOURMET GULF Sami Daud, chairman of Gourmet Gulf takes us on a journey to discover the group’s biggest brands and its secrets to success in the region “WE IDENTIFY GAPS IN MARKETS AND FILL THEM WITH NEW CUISINES AND FRESH DINING EXPERIENCES.” BIG ON F&B THE BUSINESS HCNME
29 HOTELNEWSME.COM | OCTOBER 2020 We have the discipline and courage to do what we say we’re going to do. Basi cally, “we do what we say”. We “play fair”. We’re committed to integrity in our personal and business interactions and decision-making. Last but not least, we have a strong “customer com mitment”. We develop relationships that make a positive difference in our customers’ lives. Tell us more about Texas de Brazil, what makes this brand so special? Texas de Brazil is special, not only for the originality of the concept itself, but also for the quality of the product it offers. This brand represents the original rancher, who brought the churrasco culture to the United States, and his lifestyle. It’s definitely a unique way of dining, where guests indulge in a parade of meats and an extravagant seasonal salad area: it truly represents the traditional steakhouse of Brazil. Is it true that a new Texas de Brazil restaurant is going to open in September at The Dubai Mall? Yes, we’re very excited about this new adventure with The Dubai Mall. Our team is making a tremendous effort to polish the final details, and we’re look ing forward to opening the doors of our new Texas De Brazil to our customers in, what will undoubtedly be, one of the best restaurants we’ve opened to date. Could you please tell us more about this new opening? Why The Dubai Mall? Currently, Gourmet Gulf already has several well-established brands at The Dubai Mall such as Yo! Sushi and Hum mingbird Bakery, so we didn’t want our Texas De Brazil to feel left out. Our excellent relationship with Emaar and The Dubai Mall goes several years back, and we’re delighted to continue to work together by adding one more restaurant to the list. This mall is the benchmark in the region and all around the world and is known to offer a unique experience. Texas de Brazil is an international brand which, undoubtedly, also features a unique culinary experience. We can’t wait to show you what we have for you. Texas de Brazil’s new strategic location will offer views of The Dubai Fountain, the perfect way to enhance the authentic experience. Where do you stand now and where are you directing future growth? Gourmet Gulf will remain true to its style, offering quality at an affordable price for everyone, betting on brands with their own and proven identity, and creating an enriching experience for our customers. Due to the pandemic which, unfor tunately, all of us have experienced this year, we’ve made a great effort to prepare brands for delivery. This is in addition to developing two new brands created exclusively for such purposes. We all know that life can change in the blink of an eye. At Gourmet Gulf, we’re prepared to face any type of chal lenge, always with a smile and the aim of offering our clients a high quality product, while using the latest tech nologies to achieve our main objective: none other than making our customers happy through the experiences we offer at our different venues. Images courtesy of Gourmet Gulf “TEXAS DE BRAZIL’S NEW STRATEGIC LOCATION WILL OFFER VIEWS OF THE DUBAI FOUNTAIN, THE PERFECT WAY TO ENHANCE THE AUTHENTIC EXPERIENCE.” GOURMET GULF’S SAMI DAUD
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32 OCTOBER 2020 | HOTELNEWSME.COM How did you become a chef? I’ve always loved food! From a very young age, I have memories of being in the kitchen with my mother, helping her prepare meals. From then on, I started buying cookbooks and trying out recipes at home for my family. I then went on to culinary school to study the art of cooking, working hard to develop the necessary skills and turn my passion into a career. Being a chef is a very rewarding and exciting job – and I couldn’t imagine doing anything else! What’s your signature dish? One of my signatures dishes is Smoked Salmon Pearl, which includes two types of fish – smoked salmon being the main ingredient, along with seabass, which is used as a stuffing. It’s a healthy and well-presented dish which uses lots of great ingredients such as potato, sage, lemon zest, capers, and fresh herbs, finished off sour cream and avocado mash. What are your favourite ingredi ents to work with and why? It’s so difficult to narrow it down to just a few ingredients as I love so many, however, the intense, mouth-pucker ing sharpness of tamarind makes it an amazing ingredient to work with. If I had to choose just one culinary herb to use, it would be a tough battle between rosemary and fresh thyme. What inspires you as a chef? You have to have a real passion for cooking and always be willing to ex periment in the kitchen. I love to make people feel happy and receiving great feedback definitely keeps me inspired. As I always say, having a unique ap proach fuels your efforts – constantly innovating and ensuring your custom ers have a delicious culinary experience is what motivates me most. Tell us about the menu at Beau Rivage Bistro. Beau Rivage Bistro at Grand Mil lennium Hotel in Business Bay is a European-inspired eatery. The menu is full of delicious dishes; we focus on fresh, seasonal vegetables and fruits which take the menu to a new level in terms of taste and value. On the current menu, I have included everything that guests could want, from rustic sandwiches to healthy sal ads, pizza and lots of grilled items such as steak and seafood. For the dessert menu, we have some sweet favourites, as well as some exciting creations in cluding smoking chocolate cigars and a cotton candy tree that’s entirely edible! Chef Mohammad Chabchoul has held the position of executive chef at Grand Millennium Hotel Business Bay for two years since the hotel opened in October 2018 The Artisan WHAT’S COOKING? HCNME “Having a unique approach fuels your efforts – constantly innovating and ensuring your customers have a delicious culinary experience is what motivates me most.”
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34 OCTOBER 2020 | HOTELNEWSME.COM New Heights T his month marks an iconic addition to Dubai’s skyline and its vivid hospitality industry. Introducing a sophisticated, chic address in the epicentre of luxury, Sofitel Dubai The Obelisk is the largest Sofitel property in the Middle East & Africa region and the second largest worldwide with 595 rooms, suites and serviced residences. Elegantly merging modern French art de vivre and ancient Egyptian heritage with the essence and culture of the UAE, the obelisk-shaped hotel offers a unique destination in the heart of Dubai. SOFITEL DUBAI THE OBELISK Images courtesy of Sofitel Dubai COVER STORY HCNME
35 HOTELNEWSME.COM | OCTOBER 2020 At the core of Sofitel Dubai The Obelisk is a multicultural, seasoned and passionate leadership team, striving to ensure that every guest lives the French way by creating unforgettable experiences. Following our interview last month with General Manager Omar Souab, here, Managing Director Ayman Gharib, Director of Food & Beverage Harry Massolin, and Executive Chef Patrick Boucher reveal the magnificient teamwork and strategy behind the hotel’s much- anticipated opening. You’re responsible for overseeing two of Accor’s flagships in its Luxe Division; what would you consider to be the key to the luxury hospitality market in the region? GHARIB: The key to the luxury hospitality market, in my opinion, is People. More specifically, choosing the right people with the right attitude to be a part of your team. These individuals need to have a passion for the industry, in delighting guests and drawing smiles on their faces. I believe this to be the basic requisite. Furthermore, in addition to passion and positive attitude, training is vital and it’s our job to direct and teach. We welcome mistakes, it’s important that we draw out the positive and help them learn from it. Eventually, people will reach a level of experience and confidence to go the extra mile and in that curate the sought-after luxury experience. Sofitel’s largest property commands a certain strategy, and an exceptional team: what are the pillars behind your approach? GHARIB: When it comes to building an exceptional team, hiring the right leaders is vital. Not only do they need to be people who share your vision and passion for the project, but also believe in selecting the right team members to create their own department. As for the development of our strategy, I call it “scale to nail”, as we need to ensure that we’re both aware of and operating within the known parameters of the marketplace, for example COVID-19 and its ramifications. We’re very lucky to be in Dubai, a city showing the fastest signs of recovery, and as the market evolves, so must we. >>> SOFITEL DUBAI THE OBELISK
36 OCTOBER 2020 | HOTELNEWSME.COM With a new property in a fantastic destination like Wafi City, The Obelisk will complement and enhance the existing offering, crystallising the idea of a destination, offering guests an array of activities and experiences to indulge in. From The Little Prince programme, Astrokids Club, VOX cinemas, the relaxing Sofitel SPA with L’Occitane, and Michelin star Chef Daniel Boulud’s Brasserie Boulud to Schilo van Coevorden’s award-winning concept Taiko, Sofitel Dubai The Obelisk is an ideal destination for families, business and leisure travelers alike. Additionally, guests will also have access to Raffles Dubai dining venues and vice versa. Tell us a bit more about your talent- spotting and recruitment strategies. GHARIB: I hire based on attitude, as I’m a true believer in surrounding yourself with positive and ambitious people who have a clear sense of direction. As I’ve already mentioned, it’s crucial to choose leaders who hold the same set of values and who would, in turn, recruit their team members based on the same belief system. I’m also a big believer in recommen- dations. As they say, “birds of the same feather flock together.” If you have a brilliant colleague who has a close friend, who also works in the same industry, it’s more likely than not that they will share common values, attitude and more. Finally, I think it’s essential for people to grow and, when the time comes, it’s usually these individuals who ensure that the colleagues reporting directly to them are given the same growth opportunity. It’s an ongoing cycle keeping team members motivated and passionate about their work. Instead of recruiting from outside, I make sure to promote from within the company where possible, and give individuals the opportunity to grow. For example, key leaders are now manag- ing a cluster role for Raffles Dubai and Sofitel Dubai The Obelisk. COVER STORY HCNME Below: Sofitel Dubai The Obelisk Executive Committee
37 HOTELNEWSME.COM | OCTOBER 2020 Why have you appointed Omar Souab as general manager and why do you think his leadership style fits the new property? GHARIB: Omar is a brilliant gentleman and has dedicated his career to the hos- pitality industry, gaining rich experience in sales and operations. He’s passionate about people as well as his team, and in a dynamic city like Dubai you need someone like Omar, who has a vibrant personality, is creative and flexible, and has a very positive outlook on life. When the COVID-19 lockdown hit, it was his resilience and sense of focus and positivity that kept the team together. He kept the team motivated and focused on what needed to be achieved, while using this period to find further ways to better equip the property as we look towards opening the doors and welcom- ing guests. Tell us more about the stars of your pre-opening team, and its new-joiners. GHARIB: The entire pre-opening team and its new-joiners are stars. One team consists of individuals that were promoted within the complex as a result of their hard work and dedica- tion. These individuals have proven themselves time and again over the years, believe in Accor’s values and growth as well as Wafi as a destination and Sofitel as Dubai’s new landmark. Jessica Markham is the cluster director of talent & culture. Completing her ninth year with Raffles Dubai, Jessica is known for helping people and nurturing talent. Zeynep Öden Agagil, cluster commer- cial director, has the ability to bring people together, share stories and cre- ate a strong brand positioning in global markets while maximising revenue. Zakaria Siddiqui, cluster director of finance & business support, has a wealth of experience in finance and hospitality, and together with his dedicated team strive towards maximising efficiency and value. Sushant Pawar, cluster director of engineering, is instrumental in overseeing all day-to-day engineering operations with his team, as well as making the hotel sustainable through various green initiatives. Hady Ibrahim, cluster director of revenue, leads a team of talented individuals who strategically guide the property’s revenue and business decisions. Cluster Director of Security Yousef Harfoush is well-versed when it comes to pre-openings and, together with his dedicated team, they are building a safe and secure sanctuary at Sofitel Dubai The Obelisk and Raffles Dubai for guests and colleagues alike. The second team hired are the best-in- class in the areas they operate: Joe Nassoura, director of operations, has an interesting hotelier background. Having previously been director of rooms and director of sales & market- ing, he brings a wealth of knowledge and refreshing ideas to his role. Michele Millot, director of housekeep- ing, has a great number of years of experience particularly in pre-openings and has created a team full of energy; she’s known to be a mother figure to all housekeepers. Haytham Mounir, director of rooms, has a composed and collected leader- ship approach and a very keen eye for detail. He’s incredibly methodical, which is a huge plus for any pre- and post-opening property. Harry Massolin, director of food & beverage, is a young, passionate and charismatic professional. Bursting with creativity, he has a very entrepreneurial approach towards Food & Beverage. Patrick Boucher, our incredibly organ- ised executive chef, has years of pre- opening experience under his chef’s apron. With a wealth of knowledge when it comes to luxury hospitality, him and his team come together nicely and are able to focus on the creative aspect of every dining experience. >>> “IT’S CRUCIAL TO CHOOSE LEADERS WHO HOLD THE SAME SET OF VALUES AND WHO WOULD, IN TURN, RECRUIT THEIR TEAM MEMBERS BASED ON THE SAME BELIEF SYSTEM.” Panoramic Suite SOFITEL DUBAI THE OBELISK
38 OCTOBER 2020 | HOTELNEWSME.COM You will continue to lead Raffles Dubai; what inspiration are your drawing from the iconic property for Sofitel Dubai The Obelisk? GHARIB: At Raffles Dubai, we always try to be number one in every performance criteria, especially our guest satisfaction survey. One thing that we would like to replicate at Sofitel Dubai The Obelisk is to create an experience befitting the Sofitel Brand. Both properties are luxu- rious, however, each in its own way, and we want to ensure that shines through. Our goal is to see both Raffles Dubai and Sofitel Dubai The Obelisk be the top two contenders on TripAdvisor and other quality platforms. As for the name, a unique one for the Dubai market, what does it signify? GHARIB: The name of the property, Sofitel Dubai The Obelisk, pays homage to and is inspired by the Luxor Obelisk, which thrones on Place de La Concorde in Paris. It also honors its sheer grandeur and expanse, being recognisable as one of Dubai’s top architectural designs, beautifully merging French art de vivre and ancient Egyptian heritage with the essence and culture of the UAE. The same way in which the obelisk was a representation of a mix of cultures back in the day, I see no better place for Sofitel Dubai The Obelisk to majestically stand than in Dubai, a melting pot of cultures and nationalities, where people are safe and live in peace and harmony. You have an F&B-rich background – would you say you’re more hotelier or F&B connoisseur, and how will your background come into play with the new hotel’s offerings? GHARIB: I consider myself a business- man who operates in hotels. I do have a passion for, and a background in F&B, which allows me to guide the team where needed. At Sofitel Dubai The Obelisk, we have a fantastic F&B depart- ment with phenomenal leadership and I have no doubt that they are going to deliver a luxury F&B experience. My role as an MD is to be a catalyst and ignite creativity, making sure whatever is being produced is relevant to what our local market wants. Additionally, creating an unrivaled lifestyle and F&B destination in Dubai, we have chosen the right partners - celebrity chefs Daniel Boulud and Schilo van Coevorden. Offering fantastic dining experiences such as Brasserie Boulud and Taiko Dubai, discerning travelers and diners across the city are in for a treat. French natives Executive Pastry Chef Romain Castet, and Head Baker Chef David Walch have years of experience in crafting French cuisine- inspired pastries, delicacies and baked artisanal breads. Sharing their savoir faire, their beautiful creations are sure to delight our guests. Brasserie Boulud “OUR GOAL IS TO SEE BOTH RAFFLES DUBAI AND SOFITEL DUBAI THE OBELISK BE THE TOP TWO CONTENDERS ON TRIPADVISOR AND OTHER QUALITY PLATFORMS.” COVER STORY HCNME
39 HOTELNEWSME.COM | OCTOBER 2020 F&B is taking a different direction towards “theatrics”, specifically in fine dining, what sort of service standards will you be bringing to Sofitel’s offerings? MASSOLIN: As in all guest experiences, I believe that expectation management is half of the ball game. It’s vital to under- stand that waiters, bartenders and hosts play an essential role, and in many cases the greatest role, in the overall dining experience. When service interactions differ significantly from the guest’s previous experience, it stands out. Restaurant guest service has many layers, and it’s easy for leaders to get side-tracked by the operational minutiae, as well as the “theatrics” of things, and forget the fundamental service focus which is necessary for long-term success. My opinion is that setting expecta- tions, providing a consistent product and service, effective communication and building trust with guests will bring venues one step closer to great service. At Sofitel Dubai The Obelisk, the service style will differ across the five dining venues as their concepts are all unique. However, at the core, what they will have in common throughout is that each venue’s service will be personal, engag- ing and warm. A personalised experi- ence is always remembered. Having cooked for celebrities includ- ing boxer Muhammed Ali, how will you be bringing that exclusive touch or savoir-faire, as you like to call it, to Sofitel Dubai The Obelisk? BOUCHER: Sofitel Dubai The Obelisk’s savoir-faire will be brought to life through guest communication. What we believe to be most important is getting to know our guests. Through talking to them and finding out what their likes and dislikes are, what they have been up to throughout the day, whether they are celebrating a special occasion and more, we want to ensure that as much of their time and culinary experience is curated. Our aim is to provide each and every guest with an unrivalled culinary experi- ence that is personal and will be savored. How family-friendly is the property and how have you trained the team accordingly? GHARIB: Sofitel Dubai The Obelisk is a unique destination that offers families a world of exciting activities. With family rooms, two to three-bedroom apart- ments with a maid’s room, a dedicated Kids Club, Astrokids Club, and a series of specially crafted experiences such as The Little Prince junior guest journey, we promise a memorable and engaging adventure for kids throughout their stay. From aqua dance, kids’ yoga and direct access to VOX cinemas, and its great en- tertainment area in Wafi Mall, children will invent their own world and create unforgettable memories. We have a dedicated Kids Club Manag- er and team leaders with years of experi- ence in curating family programmes. As long as you have individuals with a posi- tive attitude, they will work fantastically with people across all age demographics. What sort of challenges have you faced in the wake of COVID-19, and how have you managed to stay on course? GHARIB: From day one, we knew that one of the biggest obstacles we would have to overcome would be colleagues’ mindsets. We wanted to make sure that they weren’t overwhelmed during this difficult time and we wanted to provide them with a sense of normality in their day-to-day life during a completely unprecedented period. This was our number one priority. The pandemic presented a variety of challenges as well as opportunities and it has, in fact, enabled the creation of even stronger bonds among the team. How has the pandemic helped the team build a stronger bond? GHARIB: I believe that under difficult circumstances people tend to come together, forget their differences and become closer. This is exactly what hap- pened at Sofitel Dubai The Obelisk, with team members becoming extremely close. Everyone worked together and made sacrifices for the benefit of the entire hotel team. It was truly inspiring. Taiko Dubai SOFITEL DUBAI THE OBELISK The Nine Gastropub
40 OCTOBER 2020 | HOTELNEWSME.COM GM INTERVIEW HCNME
41 HOTELNEWSME.COM | OCTOBER 2020 Tell us a bit more about your journey as a hotelier. My hospitality journey accidentally started when I was still at school (we started young back then…or at least I did!). I was waiting for a bus in the village where I lived with a couple of friends. It was raining, so we went into a small family hotel for shelter. It hap pened that we spoke to the owner and found out that they were looking for waitresses, and so we started that week. I worked a Saturday shift every week, and gradually built up my part-time experience all throughout my education. I graduated from the University of Brighton with a BA (Hons) in International Tourism Manage ment and have worked in hotel manage ment ever since. Having worked across a few hotels within the IHG portfolio in the UK, I moved in Muscat, Oman in 2015 to lead the team at the Holiday Inn Muscat Al Seeb. My current tenure is my most exciting yet; I’m currently leading my incredible team on the pre-opening of Hotel Indigo Dubai Downtown, the first Hotel Indigo property for IHG in the region, opening next month. What’s your management style and how will you be aligning it with this new property? My team tell me it’s fun and energising, I quite like that! I love what I do, and I want those around me to enjoy their work as much as I do mine - I think satisfaction and success at work go hand in hand. I like to create an environment that encourages colleagues to be themselves, be free to make suggestions that they think will benefit the business, or the environment in which we work in. I like to empower others. I’ve hired great people for the contributions that they’re able to make to the business – I haven’t hired them so I can tell them what to do. I’m inspired by people who are really driven, and I want to encourage colleagues to aim higher, be better and ultimately achieve great things. It’s so much easier to achieve goals in a fun, energetic and supportive environment, so that’s definitely something I like to cultivate. >>> LAURA EGGLETON GENERAL MANAGER, HOTEL INDIGO DUBAI DOWNTOWN Appointed as the first female general manager for InterContinental Hotels Group (IHG) in the region in 2015, Laura Eggleton will now lead its first Hotel Indigo property in the GCC Taking Charge TAKING CHARGE | LAURA EGGLETON
42 OCTOBER 2020 | HOTELNEWSME.COM GM INTERVIEW HCNME Finally, our recruitment strat- egy has always been “potential over pedigree” – this isn’t a team made up of hospitality veterans with years and years of experience. This is a team of high-potential, extremely talented young hoteliers and I believe one of the most impor- tant responsibilities in my role is to create an environment in which these colleagues can absolutely flourish. How do you evaluate em- ployee performance, and keep your team motivated? Despite being a boutique hotel, we’re fortunate enough to benefit from all of the great tools associated with a global brand (our parent company, IHG) thus we work within the IHG Performance Manage- ment system to evaluate employee performance. This global framework allows us the opportunity to offer col- leagues consistent feedback on their performance within the business, both for a pre- opening hotel and, of course, once we’re operating. That said, however, I do believe motivation comes from personal recognition. I always go out of my way to ensure colleagues are recog- nised for their great work, and I’m incredibly focused on ensuring team members get the professional opportuni- ties to learn and grow in their careers, both at Hotel Indigo Dubai and of course the wider IHG network. I’m very fortunate that I have always been incredibly well-supported to grow in my career by both hotel owners and my internal stakeholders alike, and I believe this has al- ways had a distinct correlation to my continued motivation within the hospitality indus- try. I feel it’s my duty to keep the motivation within my own team by ensuring they’re also given the opportunities to learn and grow beyond their current job title. I believe in offering honest feedback to colleagues to let them know in real-time just what they’re doing right, so that they can continue in that direction and stay motivated, feel valued and continue to go the extra mile to really deliver the unique Hotel Indigo expe- rience that your guests expect. What can you tell future guests about Hotel Indigo Dubai Downtown? Just as no places are alike, no two Hotel Indigo properties are alike. Each Hotel Indigo draws inspiration from the local neighbourhood, culture and popular trends in food, drink and design, to create a warm and vibrant atmos- phere. Hotel Indigo Dubai Downtown is no exception, taking inspiration from the story of its neighbourhood to help guests feel part of the destination. Historically, the city of Dubai has grown in tandem with the development and extension along the Dubai Creek into new areas of the city, such as Dubai Design District, Ras Al Khor Wildlife Sanctuary, and Downtown. The Creek’s journey is a story of the transformation of Dubai from a trading post to the city of the future that it is today, and this has influenced the ho- tel’s overall architectural and interior design approach. The design of Hotel In- digo Dubai Downtown brings neighbourhood stories to life. Showcasing the vibrancy of traditional culture with a contemporary twist, every detail has been thoughtfully designed, from mother-of- pearl inlaid bathrooms paying homage to the country’s proud heritage of pearl diving, to the wardrobes with carved wooden doors, hand-crafted in Mashrabiya style with a modern twist. Throughout the hotel, you’ll find over 200 pieces of art commissioned from Emirati and resident artists through our close ties with the Alserkal Cultural Foundation, Tashkeeland XVA gallery. It’s not just here for show – all of these artworks are available for guests to purchase through our ‘Bakala Jooos’ concept store. How are you planning on utilising online hotel reviews and social media feedback? Hotel Indigo properties around the world are re- nowned for guest experience scores, whether it be from our IHG Rewards Club members who provide feedback on IHG. com or social media reviews. Due to the recent drop in travel over the last few months, trends indicate that social reviews will become even more critical – although our key focus and plan is to ensure that that the team is focused on delivering person- “Throughout the hotel, you’ll find over 200 pieces of art commissioned from Emirati and resident artists through our close ties with the Alserkal Cultural Foundation, Tashkeel and XVA gallery.”
43 HOTELNEWSME.COM | OCTOBER 2020 TAKING CHARGE | LAURA EGGLETON alised levels of service, while taking guests on a journey of the neighbour- hood. Having this approach and focusing on ensuring that the service that is delivered, will naturally drive guests to share the experience with their network. Social reviews are, without a doubt, a key focus and KPI for the hotel. With the highly talented team that we have scouted, our approach to this is primarily getting the basics of personalised service right, which will in turn have a positive halo effect on social review channels. Let’s talk F&B: what are the venues and experiences guests can expect? For a social dining experience, Hotel Indigo Dubai Downtown is home to Open Sesame, a relaxed community eatery offering a vast selection of healthy and wholesome dishes, as well as brewing Dubai’s finest locally roasted specialty coffee with partner Café Rider Custom Roastery. This social hotspot is inspired by the region’s history and infused flavours of the local spice bazaars that tell a story. Inspired by the culture clash of nearby neighbourhood Satwa, Off The Wall bar is the perfect spot for uniquely crafted beverages, and small bites representing the culture clashes within the Satwa community to accompany. Its design takes on a journey through the eclectic neigh- bourhood of Satwa, with saturated graffiti art from Dubai-based Paul Bruwer and Syrian artist Baseem Rayyes. Designer furniture is aplenty and a lightbox installation by Dubai-based artist Max Cramatte from Satwa 3000 complements the tongue-in- cheek design style throughout. Located on the third floor over- looking Downtown, the aptly named “Orange Feels” offers a vast selection of drinks derived from the hugely popular orange beverage. The lively pool deck bar offers something for everyone: those looking to unwind poolside can relax in the sun by day or enjoy hubbly bubbly and the chilled beats on a raised DJ platform by night. The vibey social spot boasts hanging woven water pods that brush the surface of the water for the ulti- mate Instagrammable moment, mak- ing it one of the must-visit venues. Bakala Jooos is part juice bar and part concept store, offering guests hand-crafted juice recipes with the highest quality ingredients, sourced from Emirates Bio Farm. Inside Bakala Jooos, you’ll find unique pieces from the Alserkal Cultural Foundation – many of which are on show in different corners of the hotel. Tell us briefly about the new measures in place for COVID-19. IHG has built its reputation on a long-standing commitment to guests’ and colleagues’ health and safety and now more than ever has this been a key focus in the opening of Hotel Indigo Dubai Downtown. IHG have launched the initiative, IHG Clean Promise, using new science-led protocols and service measures that go above and beyond to ensure it exceeds government guidelines. IHG Clean Promise has partnered with industry leading experts and specialists including Dr Jim Merlino, chief clinical transformation officer at The Cleveland Clinic, to define solutions and implement safety and hygiene processes including deep cleaning procedures using hospital-grade disinfectants. Guests can expect to see evolved cleaning procedures in every area of the hotel including contactless payments, so- cial distancing protocols, clear visual guidelines and expectations, staff protective equipment and visible sanitiser stations. IHG have removed all high-touch collaterals from guestrooms and heightened the cleanliness auditing process as well as laundry protocols. Regarding F&B outlets, social distancing is implemented through placement of tables and queues, alongside the removal of self-serve stations and buffets. Surfaces and furniture at Hotel Indigo will under- go a disinfection process after every use with Clean Champions on site to ensure that all guests feel welcomed and safe within the IHG community. “The design of Hotel Indigo Dubai Downtown brings neighbourhood stories to life.” Images courtesy of Hotel Indigo Dubai Downtown
44 OCTOBER 2020 | HOTELNEWSME.COM Tell us about yourself and your background. My hospitality career, which spans more than a decade, has seen me work across both the UK and UAE, having been born and raised in Edinburgh. In my current position as general manager at The Duck Hook and Hillhouse Brasserie, I lead the front-of-house team and manage customer experiences in tandem with Head Chef Tony Jardella, who oversees the kitchens at both venues. Working in hospitality, you have to be personable, and this is the part of the job that I enjoy the most. Being able to cre ate relationships with our regular guests, tourists as well as first-time diners, and encouraging a culture among the team to do the same is extremely rewarding. The experience I gained overseeing Asia Asia Restaurant & Lounge, as well as Karma Kafé, has provided an in-depth understanding of the local F&B indus try, allowing me to deliver exceptional experiences to all our guests across both venues. Tell us about The Duck Hook and Hillhouse Brasserie. The Duck Hook and Hillhouse Brassiere opened their doors within the heart of Dubai Hills, at the Dubai Hills Golf Club in December 2018. The Duck Hook, a country pursuits-styled gastropub, has been tremendously successful in attract ing golfers and Dubai residents looking for an authentic British culinary experi ence. It’s a taste of home for me, and we’re proud to have created this same feeling for our guests. On the other hand, Hillhouse Brasserie is a chic, casual, all-day eatery and com munity hangout offering great coffee, delicious food and a family-friendly atmosphere. Both venues share an expansive outdoor area which is great for the al fresco season and is also pet- friendly. We have even construct tepees and seating areas on the grass for the little ones to enjoy the outdoors during the cooler months. Talk us through the menu offerings. The Duck Hook’s traditional British fare includes favourite dishes such as our duck scotch egg, battered fish and chips, steak and ale pie – and the outlet’s revered daily ‘roast with the most’ packages. The general manager of The Duck Hook and Hillhouse Brasserie discusses his venues’ approach to the pandemic, and keeping customers coming back for more PAUL STEWART TOTALLY HOOKED MOVERS & SHAKERS HCNME
45 HOTELNEWSME.COM | OCTOBER 2020 We have also recently launched an all-new, revolv ing menu of weekly ‘Best of British’ specials, where diners can expect rotating starter, main and dessert options every day. Our menu has also expanded with options such as smoked had dock, chicken and duck liver pâté, cheesy chicken kiev and a toad in the giant hole. At Hillhouse Brasserie, we will soon reopen our doors and welcome back Dubai residents with offerings to keep them entertained every night of the week. We also re cently provided guests with a preview of our festive menu, which will be launching in December, and was very well- received. Delivery was never part of The Duck Hook experi ence; can you tell us a little more about how the pandemic has changed that? During the height of the lockdown, there was huge demand to bring our dining experience to residents’ homes. Our initial move was to offer roasts over Easter, only to address the fact people were unable to visit their usual jaunts, but due to increased enquiries it has become a delivery staple. The recently launched delivery service uses fully compostable packaging and delivers the roast par-cooked with only finishing touches required at home, meaning families can tuck into the roast with all the trimmings with minimal fuss. We will be expanding this ahead of the festive season with a roasted takeaway delivery, too. What new experiences can diners expect in the future? Diners are increasingly look ing towards health-conscious lifestyles, with veganism becoming extremely popular. You regularly see new of ferings being introduced by various restaurants to cash in on these trends. However, for us, this is not a trend and we have worked with our customers to introduce an all-inclusive ap proach which addresses our customers’ dietary prefer ences: this includes provid ing increased vegan options across our menus in the near future. Images courtesy of The Duck Hook | Hillhouse Brasserie “WORKING IN HOSPITALITY, YOU HAVE TO BE PERSONABLE, AND THIS IS THE PART OF THE JOB THAT I ENJOY THE MOST.” Hillhouse Brasserie embraces the festive season with a family day and Christmas market The Duck Hook will give its menu a special Irish twist and serve up a range of traditional dishes, drinks and great deals TOTALLY HOOKED | PAUL STEWART
46 OCTOBER 2020 | HOTELNEWSME.COM Chain of the month Rosh Rayhaan by Rotana, Riyadh Beach Rotana Residences, Abu Dhabi R otana is one of the leading hotel management companies in the Middle East, Africa, Eastern Europe and Turkey. Since the opening of its first property in Abu Dhabi, the company has pursued an expansion strategy to establish its footprint in every major city in the region and beyond, making it a homegrown success story. ROTANA CHAIN FOCUS HCNME
47 HOTELNEWSME.COM | OCTOBER 2020 ROTANA HOTELS & RESORTS People are a key component of Rotana’s success. Through its TAROT (The Accelerated Refinement of Talent) initiative, the company aims to upskill its passionate employees and also equip ambitious college or university students with necessary skills and knowledge to drive the future of the hospitality sector. A socially responsible organisation, Rotana places significant emphasis on nurturing local talent through its Duroob programme. It has a keen focus on attracting, training and hiring local students and graduates in every market in which it operates. Sustainability lies at the heart of Rotana’s operations. The company’s corporate sustainability platform, Rotana Earth, has a vision to become an industry leader in implementing sustainable business practices that minimise harm and maximise benefits to the environment, the economy and the local community. Rotana’s loyal repeat guests are supported by its product offerings and exceptional level of service it aspires to. Its award-winning Rotana Rewards loyalty programme currently has more than half a million members across three tiers, namely Select, Exclusive and Classic. Above: Golf Club Rotana Palmeraie, Marrakech Left: Saadiyat Rotana Resort & Villas, Abu Dhabi Salalah Rotana Resort, Oman More on the chain Since its inception in the UAE’s capital Abu Dhabi in 1992, Rotana has been on an eventful journey and firmly established its position as a company that understands the importance of staying relevant, successfully responding to guests’ changing expectations and needs. With its vision to be the leading hospitality management company, recognised for its blend of world-class standards, genuine hospitality and treasured experiences provided for guests, colleagues and owners, Rotana has played a role in the transformation of the region’s hospitality industry. Driven by a focus on improving offerings to enhance guest experiences and expanding its portfolio to bring its hospitality to new destinations, Rotana has consistently delivered strong performance. With its five brands, namely Rotana Hotels & Resorts, Rayhaan Hotels & Resorts by Rotana, Arjaan Hotel Apartments by Rotana, Centro by Rotana, and The Residences by Rotana, the company has served the varying needs of its different target guests, from leisure and business travellers, to the local community. Similarly, the company’s diverse Food & Beverage offering, which currently includes a collection of over 300 unique dining venues across all of its properties, has remained a major pillar for its success.
48 OCTOBER 2020 | HOTELNEWSME.COM How has COVID-19 impacted staff dynamics across Rotana hotels? The COVID-19 pandemic has created a tremen dous impact on the global economy and poses considerable challenges for the travel and hos pitality sectors in particular, which are dealing with levels of disruption never witnessed before. Rotana has risen to the occasion by taking proac tive steps to adjust to the ‘new normal’. We were quick to implement a stringent health and safety policy with strict protocols in place designed to protect guests, staff and partners at all times. While travel restrictions have impact ed occupancy levels, our pre-emptive approach has been central to our success in weathering the storm and ensuring that guests continue to place their trust in the Rotana brand. Establishing this level of confidence has been made possible through the hard work and dedication of our team members. In light of the current situation, providing comprehensive training to all staff has become more important than ever. Rotana remains fully committed to supporting its team members across every aspect of their professional and personal development and has implemented additional training sessions wherever necessary to guarantee the safety and wellbeing of both hotel staff and guests. What trends would you predict will flourish in the upcoming months? Despite the considerable challenges facing the global economy, I strongly believe that our in dustry will welcome the green shoots of recovery during the coming months. GUY HUTCHINSON President & CEO, Rotana Hotel Management Corporation “Rotana remains fully committed to supporting its team members across every aspect of their professional and personal development and has implemented additional training sessions wherever necessary to guarantee the safety and wellbeing of both hotel staff and guests.” Q&A CHAIN FOCUS HCNME
49 HOTELNEWSME.COM | OCTOBER 2020 A growing demand for staycations has already begun to drive im proved occupancy levels at Rotana properties, and I’m confident that the number of travellers coming from further afield will increase as international movement gradually resumes. Trust and confidence will emerge as the most important currencies among travellers in the post-pandemic landscape. The global COVID-19 pandemic has fundamentally altered life as we know it. Travel and tourism, in particular, were hit hard due to the far-reaching measures taken to curb the spread of the virus. As hotels around the world gear up for the return of international travel, our industry is adapting to rapidly changing circumstances and the evolving expectations of travellers. It appears as though social dis tancing measures will be with us for some time. As a result, tech nology will play a vital role in the development of a contactless guest experience. From socially dis tanced check-ins to keyless room access and paperless menus in din ing outlets, digitisation of service delivery is set to take centre stage. As part of this transformation, the smartphone will emerge as a vital tool for guest interactions. Dedicated hotel apps are no longer something that is ‘nice to have’, but a necessity for brands who wish to cater to travellers’ post-pandemic preferences. This shift towards online interactions will allow us to maintain a safe – yet friendly – dis tance while facilitating the needs of guests in real-time. How is Rotana planning on transforming in the near future and what’s in the pipeline? We’ve developed a comprehen sive post-pandemic recovery plan that’s supported by a number of initiatives designed to rebuild our guests’ confidence in the safety of travel. These include our success ful social media campaign ‘Reset with Rotana’, which encourages guests to take some time out to enjoy a relaxing experience at our properties and reconnect with the world around them. In addition, Rotana is planning to open three properties this year: Al Jaddaf Rotana, Dubai (UAE, October), DAMAC Arjaan by Rotana, Riyadh (Saudi Arabia, November), and Centro Mada, Amman (Jordan, December). In 2021, we are looking forward to launching the Slemani Rotana, a new hotel in Kurdistan that is tailored to the needs of both business and leisure travellers. Rotana will continue to push ahead with its ambitious strategy for expansion, which has been largely unaffected by the global COVID-19 pandemic. “WHILE TRAVEL RESTRICTIONS HAVE IMPACTED OCCUPANCY LEVELS, OUR PRE- EMPTIVE APPROACH HAS BEEN CENTRAL TO OUR SUCCESS IN WEATHERING THE STORM AND ENSURING THAT GUESTS CONTINUE TO PLACE THEIR TRUST IN THE ROTANA BRAND.” Rotana upgrades health and safety programme across its properties Rotana has launched its new ‘Rotana Safe Space’ health and safety programme. Understanding that consumer expectations have drastically changed since the global COVID-19 outbreak, the initiative focuses on what guests now value most – a contactless hospitality experience throughout their stay using tools such as the Rotana app or their own devices and significantly enhanced cleaning and disinfection practices certified by leading water, hygiene and energy technologies and services provider, Ecolab. The hospitality firm, which operates 69 properties across the Middle East, Africa, Eastern Europe and Turkey, has also partnered with SGS, the world’s leading inspection, testing, verification and certification company, to monitor and verify cleanliness and hygiene procedures at every property. Bolstered room-cleaning procedures that come with an ‘Unlock your Safe Space’ assurance for guests are a focal point of the Rotana Safe Space programme and range from full disinfection processes using intense aerosol methods to strict chemical and thermal treatments for bed and bath linens. Rotana has also rolled out a host of contactless services, from online check- in, check-out, menus and restaurant bookings to grab-and-go packaged food options and flexible room- cleaning options to make guests feel as comfortable as possible. Al Bandar Arjaan by Rotana, Dubai Creek ROTANA HOTELS & RESORTS
50 OCTOBER 2020 | HOTELNEWSME.COM A s per the International Bottled Water Association (IBWA), the country is the thirstiest country in the region, with the highest temperature of 42 degrees in August, and the low est temperature of 12 degrees in January. These climatic factors of the nation continue to drive the bottled water market. According to Mordor Intelligence, the widening portfolio of functional water – the infused micronu trients, addition of appealing flavours and packag ing level modification to create its aesthetic appeal, is driving the market for fortified/functional and flavoured water segment. Functional water is set to receive major boost. Owing to strong category sales across various distri bution channels and sales platforms, companies have started to look afresh in order to bring innova tive solutions that spur the growth momentum. Plastics are an inseparable part of modern society. However, their safe disposal is a big and highly challenging issue. A typical UAE resident uses 450 plastic water bottles on an average in a single year, a 2020 study by EcoMENA has shown. With the equivalent of 43 gallons on an average per person in 2011, the UAE had the fourth-highest level of bot tled water consumption in the world. A whopping 11 billion plastic bags are used annu ally, according to statistics from UAE’s Ministry of Environment and Water. This goes on to add up to an annual overall waste of 912.5 kilogram per capita. These statistics reflect on the extent of use of plastic bags and bottles in UAE and the conse quent generation of plastic waste. The UAE has initiated definitive corrective meas ures. The Ministry of Environment and Water has reported that it will ban circulation and marketing of non-biodegradable plastic products in the UAE from early next year. MARKETPLACE HCNME With the equivalent of 43 gallons on an average per person in 2011, the UAE had the fourth-highest level of bottled water consumption in the world NÜWATER A sustainable alternative to single-use plastic bottles
51 HOTELNEWSME.COM | OCTOBER 2020 Cyrus Alavi, co-founder of NÜWATER, explains what the sustainability-championing product has to offer to the UAE market: Tell us a bit more about NÜWATER. NÜWATER is the UAE’s first resealable canned water company, and a sustainable alternative to single-use plastic bottles. Seeing the negative impact that plastic waste has on our environment, we decided we had to do something about it, putting the UAE at the forefront of sustainability. The team at NÜWATER includes three likeminded childhood friends, who share a passion for reducing plastic waste. To gether, we started NÜWATER, the canned water company that wants to prevent the eight million tonnes of plastic that end up in our oceans every year – with out sacrificing convenience and taste. Who are your main HORECA clients and how do you work with them? We’re in discussions with a number of hotel chains, and things are looking hugely positive as our product aligns with the sustainability drive that most hospitality brands have been increasingly focused on over the past few years. Tell us more about sustainability and what it means for the brand. The UAE is believed to have one of the highest rates of bottled water consump tion in the world, with each resident drinking an average of 250 litres a year. It’s a staggering amount of plastic that’s being manufactured, all of which is add ing to the problem of plastic pollution. That’s why sustainability means eve rything to us because we must make a change now. Continuing on the current path will lead to irreparable harm to our natural world. Aluminium cans are infinitely recyclable and use only 5% of the energy required to produce aluminium from its ore. That’s why NÜWATER provides a sustain able alternative to plastic bottled water, which is the foundation on which our brand is built. What are some of the main challenges you’ve faced in the wake of COVID-19? Launching a business in the middle of the COVD-19 pandemic poses unique challenges, especially in terms of logis tics and building new partnerships. We briefly considered delaying our launch, but we quickly realised that this was not an option. That’s because the problem of plastic pollution isn’t going to wait, so why should we? The problem with plastic bottles has been ignored for far too long, and we wanted to get stuck in sooner rather than later. What are your future plans? We’re excited to launch our still water in the coming months. Images courtesy of NÜWATER NÜWATER | A SUSTAINABLE ALTERNATIVE
52 OCTOBER 2020 | HOTELNEWSME.COM Tell us a bit more about NutriCal. NutriCal aims to equip food businesses with pertinent information they can use to attract and retain customers. With dynamically changing trends in the consumer preferences and increased competition in the food industry, the recipe management software serves as a beneficial and differentiating tool. Features include a QR Code Digital Menu, Macros Chart & Label Generator, Nutrition Facts Label Creator, Menu Management Dashboard, Food Costing feature and more. What are you essentially offering the GCC market, and the UAE in particular? We serve the different parts of the food industry with our proposition - restaurants, cloud kitchens, food delivery companies, hotels etc. So, if you’re a restaurant that wants to highlight the calories and health bene fits of their food via digital and physical menus, a food brand that wants to use the solution to develop products and generate Nutritional Fact Labels, or a cloud kitchen or food delivery company wanting us to integrate technologies in order to provide the end consumers with user-friendly and relevant food data, we’ve got the product for you. Moreover, the product is especially beneficial in countries such as Saudi Arabia, where publishing calories on menu cards falls under the regulatory framework for food establishments. What’s the importance of this product in the wake of COVID-19. specifically? Given the unprecedented time that the world is going through, we have seen a surge in demand for consumers seeking Soniya Ashar, founder of the UAE’s first food data intelligence software NutriCal, reveals why there’s more to a recipe than chef and ingredients WHAT NUTRICAL SAYS ABOUT FOOD COUNTING CALORIES F&B FAR AND NEAR HCNME
53 HOTELNEWSME.COM | OCTOBER 2020 greater transparency into sanitization and food offerings by restaurants. The NutriCal platform seamlessly integrates with existing F&B business es and enables them to offer visibility for their customers with respect to nutritional and caloric information of food items for more informed decision making. Moreover, consumers are looking for ingredients, food items and products that help you boost your immunity. For example, turmeric and ginger or food items that are rich in zinc and Vitamin C. The NutriCal system helps food businesses create these dishes and products and highlight the same to their consumers. How do you think the product will help small businesses? We have seen that small businesses in the F&B industry have suffered due to the coronavirus pandemic. The ones that survived are, and will continue to be, cognisant of three things: food busi nesses’ focus shifting to online, health and immunity, and that differentiation tactics to create consumer trust and retention are key. The NutriCal solution enables you to understand and deploy informa tion about your food in a user-friendly format via social media and other me diums. By understanding the caloric, nutritional and other benefits of the ingredients you use - a food business begins to adjust offerings, making them healthier. Moreover, we strongly believe that transparency in the food industry to gain consumers’ trust is key to be able to stand out, which is possible through data and information sharing. How does the product contribute to sustainability efforts? In the food industry, sustainability revolves around reducing food wastage and bolstering health and wellness. Health, immunity and longevity are key aspects of NutriCal as a business. Through the power of information and data intelligence, we aim to create awareness among the population, thereby stimulating health and, ultimately, sustainability. Additionally, in recent years, we have seen red meat and processed food consumption plummet due to their adverse effects on one’s health and environment. Again, through information sharing, we’re able to directly/indirectly do the same. We believe that, when businesses are able to create more fitting food prod ucts and menus using our solution, it results in the overall reduction of food wastage. What’s in the pipeline? At the moment, our key focus is to con tinue developing our product by better ing our technology and adding relevant features, all of which is possible when we’re able to gain traction and partner with businesses in the food industry. We make sure to listen to our clients’ problems and unique requirements and collectively figure out solutions. Geographic expansion to GCC markets such as Saudi Arabia, Oman, Bahrain and Qatar is in the cards. Our long-term vision is to ‘use data and intelligence to match a business’s food product to consumer’s goals and preferences’. Hence, all efforts will be directed to work towards the same. Images courtesy of NutriCal “NutriCal is especially beneficial in countries such as Saudi Arabia, where publishing calories on menu cards falls under the regulatory framework for food establishments.” WHAT NUTRICAL SAYS ABOUT FOOD
54 OCTOBER 2020 | HOTELNEWSME.COM What’s the vision behind the Farmhouse at Arbor? It’s a nutrition and wellbeing initiative programme designed to provide a solu tion for the school canteen and café, as well as create a link between the wellbeing of our students and the farm- to-fork experience. The aim is to provide seasonal lunches and snacks from a sustainable kitchen, created from the highest quality, locally sourced and organic ingredients. What’s special about the Farmhouse at Arbor? What makes it different from any other schools’ cafeterias? Our kitchen is fully sustainable and unique aligned with the school’s core values of eco-literacy, sustainability and environmental justice. It makes full use of school-grown produce and cultiva tion by way of our own plantation (the bio farm) and children get see where their food comes from and eat it. We compost all our own food waste from the kitchen making sure we are consciously giving something back to the planet. We truly provide a unique dining experience for students: nothing is fried, or frozen and then defrosted. Everything is fresh and 100% natural from top quality local suppliers. We want our tomatoes to taste like tomatoes and our cucumbers to taste like cucumbers. We’re less dependent on industrialised foods and select our suppliers mindfully. For example, we buy our fish from people who trace where the fish has come from. We also look for responsible com panies to provide the coffee we use in our parent café. We chose the suppliers who think globally about worker rights and focus on organic cultivation. The Arbor School is working towards a carbon neutral on-site kitchen at its Al Furjan Campus this academic year, with the launch of its farm-to-fork canteen concept, The Farmhouse at Arbor ARBOR SCHOOL’S FARM-TO-FORK CONCEPT Café Teachings Spearheaded by environmentally driven, Michelin-star trained cook, baker and restaurateur Chef Anna Maria Herreras, the mastermind brings a vast range of culinary experience to the project from the US, Spain and the Middle East. The Farmhouse at Arbor offers balanced, fresh and delicious meal plans to all Arbor School students from FS1 through to Year 8. Chef Anna Maria Herreras The Farmhouse at Arbor SUSTAINABLE KITCHEN HCNME
55 HOTELNEWSME.COM | OCTOBER 2020 To ensure students stay safe during the COVID-19 pandemic, the meal service will be freshly prepared on-site, hygienically packaged and individually boxed, and delivered directly to students in their classrooms. All our bread is baked on site and we cater to vegan, vegetarian and meat eaters. What’s on the menu and do you cater for kids with special dietary requirements? We have a main menu which includes meat options and then a vegetarian and vegan option. Parents can choose for their children to cater to their dietary requirements. Strictly no nuts, no chocolate, and no frying allowed on campus. Sorry to the brownie lovers! But we do have carrot cake, bread pudding, cheesecake, custard, cookies, all home baked on site at school. Dishes include Plum Glazed Salmon with Sticky Rice, Steamed Edamame and Apple Sticks, Kung Pao Chicken with Steamed Snap Peas, Carrot and Pineapple Wedges, and Eggplant and Zucchini Potato Pie with Carrot Salad and Slices Pear. Plus, Vegetable Paella with Chickpeas, Green Salad and Grapes, Black Bean Falafel with Steamed Rice, Garden Salad, Pita Bread and Orange Wedges, and Ratatouille Pasta with Green Salad and Banana. What’s the thought process behind each meal available on the menu? Making sure every meal is healthy and balanced with exactly the right amount of carbs and proteins. There’s always a fresh fruit and leafy green salad item included. To make it fun, we’re region in spired. We will include an American dish, Italian dish, Mexican, etc. We have home-made tortillas made from corn and flour all made on site in the kitchen. We are internation ally diverse, healthy and tasty at the same time. The food that the children eat isn’t experimental, but a culinary experience and we aim to give them a worldly journey at lunchtime. Where do you source the ingre dients and food from? Talk to us more about this process. We try to be seasonal in our dishes and at the same tie up local organic produce and producers as much as possible. I was asked to come here to open the ‘back door to the garden’. Our team of gardeners and ecologists work with our students in our bio farm, so they can truly understand the ecological processes involved in food production. Older students have the opportunity to measure light intensity, planting frequencies, harvest rates, monitor the growth periods and pull as much scientific data from the food produc tion systems as possible. This is another truly unique space on campus, and it illustrates our commitment to giving our students a deeper understanding of how food is grown organically and to develop their self-sufficiency and understand ing of ‘farm to fork’ concept. How does creating a menu and coming up with concepts for kids at school feel like? What’s the dif ference between catering to an au dience of school kids/students and guests at hotels and restaurants, for example? As Chefs, we’re always cooking for customers so in a way it’s the same thing the only difference is that my customers are the children and their tastes are developing. I have witnessed children in school who do not like tomato’s love an Italian Ragu because it has been slowly cooked to bring out the sweetness. A good chef will be flexible and adapt to the needs and requests of customers. Taking into account dietary and culinary needs and use them to adapt and reinvent a menu. I take great delight in seeing students come to my kitchen door and beg me to tell them what’s on the menu today. When I’m delivering lunches to classrooms, my two vegans are jumping out of their skins to find out what they have for lunch that day. Even our minority customers are treated to especially handmade vegan meals and desserts, with individual packaging. Our children deserve to have a wonderful culinary experience every day for lunch. Images courtesy of Arbor School “To ensure students stay safe during the COVID-19 pandemic, the meal service will be freshly prepared on-site, hygienically packaged and individually boxed, and delivered directly to students in their classrooms.” ARBOR SCHOOL’S FARM-TO-FORK CONCEPT
56 OCTOBER 2020 | HOTELNEWSME.COM T he risks faced by busi ness travellers come in different shapes and sizes. For international travellers, they’re more diverse. According to FCM’s Traveller Risk Report conducted in 2019, only 44% of organisations book their female travel lers into hotels with additional safety features such as double-locked doors, 24-hour security, restaurants on site, ground transfer services and so on. To day, women make up more than 40% of all business travellers, definitely worth taking various additional elements into account when pulling a programme together. Research shows that travel policies that take into account the im pact of trip-related stress can improve corporate productivity by up to 32%. From an FCM product and services perspective, FCM customers have access to tools to help them monitor, assess, and respond to critical incidents inside and nearby properties 24/7. It starts with FCM’s travel alerts and, historically, we’ve helped customers monitor incidents such as the Sri Lanka Easter Bombings, which took place at three luxury hotels in Colombo, the DustiD2 hotel attack in Nairobi, Kenya and also the Mandalay Bay mass shoot ing in Las Vegas, NV. A company’s travel risk management policies should take several principle factors into account when evaluating the suitability of accommodation in a given destination – for example, are the security standards appropriate to the risks in the destination? What’s the ‘Emergency Response’ service like at the hotel? Most hotels will have established and practiced drills for evacuating prem ises, and had staff trained to supervise them. What additional services and assistance does the hotel provide? In ternational hotels may provide access to support services such as multilingual staff, medical assistance and a reliable car service. There’s also the possibility for late check-in and staff can be con tacted 24/7 via telephone or email. We also work in today’s climate to keep travellers informed about health and safety measures taking place in and around a hotel through our Travel News Website which houses our COVID-19 risk map, and through our propriety Sam app which delivers timely COVID-19 alerts to travellers on the road. We also arm them with Sam for Travel Arrangers and the Secure Dashboard to track where their travel lers are and which properties they’re planning to stay at. As we do at FCM, it’s important to help customers with various checklists for travel managers and travellers to consider when building a hotel pro gramme for their policy to ensure their Duty of Care offering is enhanced. From an organisational point of view, we work with clients and encourage them to use properties that are certi fied through SafeHotels or our 3rd party partner at International SOS, which has a Hotel Security Advisor service. by CIARÁN KELLY, Managing Director, FCM Travel Solutions, Middle East & Africa Risk Management and its Impact on the Hotel Industry OPINION HCNME
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