Hospitality Business ME | 2012 October

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'FBUVSF Eyad Ali Abdul Rahman reveals his plans to increase inbound tourism and change people’s perceptions of Dubai *OUFSWJFX General Manager Luigi Romeniello introduces us to the Rosewood Abu Dhabi 2 " Procurement - how, when and how much? Hotels share their best practices when it comes to furniture and fittings

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5SFOET Dusit Thani talk Emiratisation; Rezidor feel the benefit of the Box Appeal and we reveal the hottest Q4 restaurant launches 5FOEFST 28 tenders and new MENA projects you need to know!

GLOBAL HOTEL INDEX: Asia Pacific 68.1% - Americas 67.9% - Europe 71.3% - Middle East/ Africa 53.8% (Average room occupancy August 2012)

In association with...

Publication licensed by IMPZ

CONTENTS

32

50 59

04

EDITOR’S LETTER

06

NEWS NEW AIR ROUTES, NEW HOTELS AND THE LATEST SHARE PRICES

11

DATA WATCH STR GLOBAL AND ERNST & YOUNG’S LATEST SATA

15

TENDERS THE NEW PROJECTS ACROSS THE MENA REGION

20

OPENING SOON IBIS ABU DHABI GATE

22

COVER STORY HI-TECH HOTELS: WHICH NEW TECHNOLOGY OFFERS THE BEST ROI IN FOUR VERTICALS?

28

GO GITEX! WHAT BRANDS SHOULD HOTELIERS NOT MISS?

32

A ROSE IN BLOOM A LOOK AT THE NEW ROSEWOOD ABU DHABI

36

DEFINITELY DUBAI EYAD ALI ABDUL RAHMAN EXPLAINS HIS VISION FOR INBOUND TOURISM

42

SUPPLY AND DEMAND LEADING BATHROOM SUPPLIERS IDENTIFY NEW TRENDS

44

Q&A WE TALK BEST PRACTICE IN PROCUREMENT

50

GM FEATURE GORDON MACKENZIE AT THE RADISSON BLU DOHA

52

DU TELEPRESCENCE - A NEW VIEW

59

TRENDS THE LATEST TRENDS AND SUPPLIER NEWS

70

JOBS BOARD YOUR NEW TOP LINE POSITION

72

COMMENT HOW HAVE DUBAI’S FEEDER MARKETS SHIFTED IN THE LAST TEN YEARS?

42

36 cpidubai.com

OCTOBER 2012

HOSPITALITY BUSINESS MIDDLE EAST / 1

COMMENT / EDITOR’S LETTER

Editor’s letter The speed of change is increasing are you up to date?

2

012 has flown by so far and coming up on the tail-end of the year, 2013 looks to be an even more exciting year in terms of openings and developments both in Dubai and Abu Dhabi. But as fast as the year seems to have been passing us by, the way in which technology has been developing seems even faster. Every day a new innovation, collaborative solution or integrated possibility is announced in every area of the hospitality business, from reservations systems to in-room safes to new social marketing trends. But who has time to keep up with all of this and how do you know the new technology you invest heavily in, will give you a decent return on investment before becoming outdated?

This month we’ve spoken to experts in four technology verticals to help give you an idea of the big new technology trends you should be aware of (p23) and we’ve also highlighted some of the most useful companies to look up at this year’s Gitex (p28).

Bathroom suppliers too, highlight the most recent developments in their sector, as hotel guests expect more and more of a spa style environment when they check in (p41).

And as much as the year is rushing

Every day a new innovation, collaborative solution or integrated possibility is announced by, there’s still plenty of excitement left in 2012 yet. We round up the Q4 restaurant openings that you should book in a visit to now on page 64.

Elsewhere, we speak to Rosewood Abu Dhabi (p32) and Ibis Abu Dhhabi Gate (p20) about their new openings and Radisson Blu Doha’s long serving General Manager about his hotel’s new operator (p50).

Of course, for keeping up with the now, we have all the usual news, data reports, tenders and top line jobs to take in. We’re also starting to plan our next year’s editorial...if there’s anything you’d like to see in Hospitality Business Middle East that hasn’t been covered so far, we’d love to hear from you

ASSOCIATE PUBLISHERS Alex Bendiouis Carol Owen Georgina Wilson-Powell EDITORIAL Group Editor: Georgina Wilson-Powell georginawp@cpidubai.com / +971 50 574 2884 Senior Designer: Christopher Howlett Photography: Cris Mejorada ADVERTISING Antony Crabb antony@cpidubai.com / +971 55 338 7639 Alex Bendiouis alex@cpidubai.com / +971 50 458 9204 Carol Owen carol@cpidubai.com / +971 55 880 3817 Rekha D’Souza rekha@cpidubai.com MARKETING & COMMUNICATIONS Marizel Salvador marizel@cpidubai.com WEB DEVELOPER Louie Alma PRODUCTION Production manager: Devaprakash DISTRIBUTION Rochelle Almeida SUBSCRIPTIONS www.cpievents.net/mag/magazine.php PRINTED BY Printwell Printing Press LLC, Dubai, UAE PUBLISHED BY

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A publication licensed by IMPZ © Copyright 2012 CPI. All rights reserved.

While the publishers have made every effort to ensure the accuracy of all information in this magazine, they will not be held responsible for any errors therein.

4 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

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NEWS WATCH

6,400 UAE NEWS

ROOMS TO COME IN RIYADH, THE MIDDLE EAST’S BIGGEST PIPELINE (source: STR Global)

NEWS IN BRIEF SOFITEL ABU DHABI CORNICHE OPEN SO SPA Sofitel Abu Dhabi Corniche has opened a So Spa, which uses a gastronomy-inspired ‘spa menu’ to offer a variety of men’s and women’s treatments. The spa has been inspired by natural elements like wood and stone and stocks Carita, Cinq Mondes and Shiffa skincare lines. “This is an urban sanctuary where people can detach then reattach from the world. Our bespoke and customised treatment service means you can do this in the space of your lunch break or over a day of pampering” said Spa Manager Hannah Dowd. The hotel is also home to So Fit, a multi-purpose gym, with equipment from TecnhoGym.

The new So Spa concept

UAE IN FIRST PLACE FOR TRAVEL AND TOURISM According to Visa’s Tourism Outlook: UAE recent report, the UAE saw more inbound and outbound flights in 2011 than ever before, and welcomed 8.2m international visitors (down 8.8 per cent on 2010). The UAE also has the most diverse number of source markets, with increasing demand from Russia and China.

COURTESY LOUNGE OPENED BY THE WESTIN DUBAI The Westin Dubai Mina Seyahi Beach Resort & Marina has opened the very latest facilities for its guests to enjoy in a relaxing hub area for both hotels. Services include massage chairs, complimentary refreshments, a business centre, private check in, children’s entertainment and changing and shower facilities for late or early flights. Open between 6am and 6pm the Lounge is free to all guests.

6 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

Jebel Ali International Hotels undertakes rebranding effort The 30-year-old hospitality company will become ‘JA Resorts & Hotels’, with a new logo but the guiding principles of the group will remain the same. Kevin Wallace, Chief Executive Officer explains, “Essentially, we’re reinforcing what we already do well, which is ‘heartfelt hospitality’ at all of our properties, whether big or small, central or remote. JA Resorts & Hotels, as an experience is all about casual luxury and heartfelt hospitality.”

Think Planet launched by Rezidor Rezidor, a member of the Carlson –Rezidor Group has launched Think Planet, a group-wide energy-saving initiative, that aims to reduce energy consumption by 25 per cent by 2016.

“Think Planet reinforces Rezidor’s position as one of the industry leaders in terms of sustainability. Many of our hotels have already introduced progressive, environmentally friendly measures, now we are spreading these initiatives into all our properties and focus on key energy-saving investments that will have the biggest impact”, said Inge Huijbrechts, Director Responsible Business at Rezidor.

cpidubai.com

NEWS WATCH

542

SERVICED RESIDENTIAL APARTMENTS IN YET-TO-COME THE BVLD HOTEL SOLD IN ONE DAY

UPS GULF AIR RESUMES FLIGHTS TO IRAN AND IRAQ

Intercontinental Dubai Marina to come in 2013 Dubai based property developer Select Group has inked a deal with IHG (InterContinental Hotels Group) to open the five star hotel as part of the Bay Central development at Dubai Marina. The hotel will open Q4 2013 and will have 132 keys plus 196 residential suites for longterm guests. The property will also include eight F&B outlets, including a 600 sq m nightclub, a spa, health club, pool deck and eight meeting rooms.

Pascal Gauvin, IHG’s Chief Operating Officer, for India,

Middle East and Africa said “The Dubai Marina is a fantastic hub of activity for guests looking to experience everything Dubai has to offer. It’s close to great shopping malls as well as one of Dubai’s most popular beaches. The InterContinental Dubai Marina will perfectly complement its sister hotel in the city, InterContinental Dubai Festival City, and we are looking forward to opening the hotel by the end of next year.”

Crowne Plaza resort to open in Ras Al Khaimah Almadina Real Estate Development with IHG will open the first Crowne Plaza resort in the UAE. It will be set on Marjan Island and open in 2015, spanning more than 18,000 sq m. It will be home to nine F&B outlets. a spa, fitness centre, beauty salon, nursery, indoor souk and six state of the art meeting rooms. Pascal Gauvin, IHG’s Chief Operating Officer, for India, Middle East and Africa, said: “The Marjan Island development is set to become an exciting destination, and it is the perfect setting for our first Crowne Plaza Resort in the UAE. Offering an idyllic beachfront setting, a fantastic selection of F&B options,

cpidubai.com

The Bahrain-based airline has resumed flights to Baghdad, Erbil and Basra in Iraq, Tehran, Mashhad, Shiraz and Isfahan in Iran.

ROTANA JETS DOUBLES DAILY FLIGHTS Rotana Jet will now fly twice a day to Fujairah, Al Ain and Sharjah from Abu Dhabi International Airport.

DUBAI’S HOTEL RATES IMPROVE IN JULY According to TRI Hospitality’s HotStats, ADR increased 6.4 per cent to $188.51 whilst occupancy fell 11 per cent.

KUWAIT MUNICIPALITY PLANS MORE HOTELS The Hotel-Owners Association feel this would further damage occupancy and ADR in the small country, where tourism is not a main focus.

RIYADH OCCUPANCY FALLS IN AUGUST According to STR Global the city’s occupancy fell 8.5 per cent to 31 per cent over August, the region’s biggest fall that month.

EGYPT WORST COUNTRY FOR HOTEL INVESTMENT IHG sign iwth Almadina Real Estate and all the services and facilities you normally associate with Crowne Plaza, we expect the resort to set a new benchmark for the brand.” IHG will operate two properties in Ras Al Khaimah, the group will open an InterContinental in 2014.

According to the Ernst & Young Middle East Hotel Benchmark Survey, Egyptian cities make up four of the five bottom locations for investments in hotels.

DOWNS

OCTOBER 2012

HOSPITALITY BUSINESS MIDDLE EAST / 7

NEWS WATCH

$5m MENA NEWS

TO BE SPENT BUILDING A SMURF THEME PARK IN BAHRAIN (source: Gulf Daily News)

NEWS IN BRIEF AIR ARABIA NOW FLIES TO ODESSA Targeting the expanding CIS market, the Sharjah based airline now offers twiceweekly flights to Odessa in the Ukraine.

“This service will further strengthen our flights to Ukraine offering more choice of air travel. We are confident that the flights will strongly contribute to the trade and tourism ties of both UAE and Ukraine,” said, Adel Ali, Group Chief Executive Officer, Air Arabia.

EMIRATES LAUNCHES ALGIERS ROUTE From next March the airline will offer a daily flight to Algiers, helping to open up a further African network for the airline.

ABU DHABI ON TRACK TO HIT 2.3M VISITORS 1.37m guests stayed in Abu Dhabi in the first seven months of 2012, with the average length of stay increasing to 2.84 days, a six per cent up on last year. Overall so far this year tourist numbers have risen 11 per cent but occupancy dropped six per cent over Ramadan on 2011. The UK, India and Germany are the capital three major non-GCC source markets.

Increased RevPAR during Ramadan for Jeddah

Jeddah saw profit rise in Ramadan The Kingdom of Saudi Arabia’s Jeddah’s hotels saw a 30.9 per cent profit spike in July, over Ramadan, according to HotStats from TRI Hospitality Consulting. Average

occupancy at the top end of the market reached 83.9 per cent, up just over three per cent on the same period in 2011, whilst RevPAR increased to $192.47.

Oman Air adds Tehran route Last month saw the debut of Oman Air’s first direct flight to Tehran. Each flight has 11 business class and 60 economy class seats.

The resort is now home to 20 F&B outlets Abu Dhabi’s Grand Mosque

New F&B outlets at Shangri-La Jissah Resort

AUGUST PIPELINE SITS AT 487 HOTLES According to the STR Global Construction Pipeline Report, the MENA region development pipeline currently is made up of 487 projects, comprising 122,954 rooms. Within the region the largest room growth can be seen in Riyadh, Saudi Arabia with 84.5 per cent growth, while Jeddah, Muscat, Abu Dhabi, Dubai and Amman all are expected to see a 20 per cent increase.

Oman Air now heads to Tehran

8 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

Lebanese restaurant, Fairouz and Asian-inspired, Asia, have opened at the Shangri-La Barr Al Jissah Resort & Spa’s Al Mazaar souk. Fairouz has been inspired by the famous singer, whilst Asia will serve up flavours from China, Japan, Thailand, Malaysia and Vietnam. They bring the hotel’s F&B total to 20.

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NEWS WATCH

$282

EMAAR SELLS DUBAI MARINA HOTEL TO ESHRAQ PROPERTIES

source: HVS Middle East (hvs.com)

6

4

2

0 REZIDOR HOTEL GROUP

The Oman Tourist Board has opened up the country to shoot Balaji Motion Pictures’ Once Upon a Time in Mumbai... Again in Oman. Oman Air and Tour Oman are partnering with the ministy and Muscat’s Shangri La’s Barr Al Jissah Resort & Spa will act as one of the key backgrounds in the movie as well as the film unit’s home.

MILLENIUM & COPTHORNE

OMAN ATTRACTS BOLLYWOOD FILM INDUSTRY

PPHE HOTELS

-4

INTERCONTINENTAL HOTELS GROUP

WHITBREAD

HYATT HOTELS

-2

ONYX HOSPITALITY GROUP LAUNCHES AMARI HOTEL IN DOHA Thai hospitality company Onyx will open the Amari Doha Hotel next month in Qatar’s capital. The 13-storey hotel will host 120 guest rooms including six suites. It will also be home to swimming pools, a spa, fitness centre, business centre and various F&B outlets and banqueting facilities.

share prices for the leading global hotel brands in the market.

8

HH HOTLES

Emaar Properties has let go its Nuran Marina property, serviced hotel apartments in Dubai Marina to Eshraq Properties.

Meanwhile Emaar Hospitality Group, the hotel operation arm of the group, has won a contract to operate a resort near Masai Mara in Kenya.

Hospitality consultants, HVS, impart with us the most recent actitvity in

MELIA HOTELS INTERNATIONAL

Kurt Ritter, the longest serving CEO, will step down from the Rezidor Hotel Group at the end of this y ear. He has held the position since 1989. Wolfgang M. Neumann, the company’s Executive Vice President and COO, will become CEO on January 1, 2013.

“We are pleased to announce the planned transition of Wolfgang M. Neumann as incoming President & CEO. He is an internationally experienced hotelier who will build on Rezidor’s strengths as an industry leader and valuable member of the Carlson Rezidor Hotel Group – with a continued focus on revenue generation and profitable growth,” said Trudy Rautio, Chairman of Rezidor’s Board of Directors and President & CEO of Carlson.

STARWOOD HOTELS & RESORTS

REZIDOR HOTEL GROUP APPOINTS NEW CEO

ABSOLUTE SHARE PRICE PERFORMANCE: 13-20 SEPT 2012

MARRIOTT INTERNATIONAL

NEWS IN BRIEF

ACCOR

MENA NEWS

AVERAGE ROOM RATE IN 2012 IN MAKKAH - THE BEST MENA CITY FOR INVESTMENT (source: Ernst & Young Middle East Hotel Benchmark Survey)

Thursday

52 week

Closing share price as at:

20 Sept 2012

High

Low

Accor (Euro)

26.8

28.0

17.0

Hyatt Hotels (US Dollar)

40.8

44.5

29.2

Intercontinental Hotels Group PLC (British Pound)

16.4

17.6

9.5

Marriott International (Euro)

40.8

41.8

24.1

Melia Hotels International

5.4

5.8

3.5

Millenium & Copthorne (pp)

492.2

516.5

368.6

NH Hotesl (Euro)

2.6

3.9

1.7

PPHE Hotel Group (British Pound)

2.2

2.5

2.0

Rezidor Hotel Group (KR)

24.5

28.4

16.3

Starwood Hotels & Resorts (US Dollar)

58.5

61.1

35.8

Whitbread PLC (British Pound)

23.1

23.3

14.7

Source: Reuters

10 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

cpidubai.com

$139

67.9%

AVERAGE ADR RATE IN ASIA PACIFIC IN AUGUST 2012

AVERAGE OCCUPANCY IN AMERICAS REGION IN AUGUST 2012

71.3%

AVERAGE OCCUPANCY IN EUROPE REGION IN AUGUST 2012

DATA WATCH

53.8%

AVERAGE OCCUPANCY IN MENA REGION IN AUGUST 2012

Data watch Global hotel data review for August 2012 from STR Global AUGUST 2012 VS AUGUST 2011 KEY FIGURES

68.1%

AVERAGE OCCUPANCY IN ASIA PACIFIC IN AUGUST 2012

ASIA PACIFIC OCC%

ADR

PERCENTAGE CHANGE FROM AUGUST 2011

2012

2011

2012

2011

OCC

ADR

REVPAR

68.1

68.1

139.49

138.45

-0.1

0.7

0.7

REVPAR

95.11 94.35 2012

2011

AMERICAS

6.7%

INCREASE IN AVERAGE REVPAR IN AMERICAS IN AUGUST 2012

OCC%

ADR

PERCENTAGE CHANGE FROM AUGUST 2011

2012

2011

2012

2011

OCC

ADR

REVPAR

67.9

66.1

109.05

105.06

2.8

3.8

6.7

REVPAR

74.08 69.43 2012

2011

EUROPE

-2.1%

DECREASE IN AVERAGE ADR IN EUROPE IN AUGUST 2012

15.3%

INCREASE IN AVERAGE REVPAR IN MENA REGION IN AUGUST 2012

cpidubai.com

OCC%

ADR

PERCENTAGE CHANGE FROM AUGUST 2011

2012

2011

2012

2011

OCC

ADR

REVPAR

71.3

70.9

135.17

138.12

0.5

-2.1

-1.7

REVPAR

96.32 97.95 2012

2011

MIDDLE EAST/AFRICA REVPAR

OCC%

ADR

PERCENTAGE CHANGE FROM AUGUST 2011

2012

2011

2012

2011

OCC

ADR

REVPAR

53.8

48.1

154.93

150.36

11.9

3.0

15.3

OCTOBER 2012

83.37 72.28 2012

2011

HOSPITALITY BUSINESS MIDDLE EAST / 11

DATA WATCH

The hotel benchmark The Earnst & Young hotel benchmark report provides a monthly performance overview of leading hotels in the Middle East. It includes five star and four star international branded and operated properties.

DUBAI OVERALL MONTHLY PERFORMANCE KEY FIGURES

% OCCUPANCY DUBAI - OVERALL HOTELS

OCCUPANCY IN HOTELS IN JULY 2012

Occupancy %

69.4%

100 90 80 70 60 50 40 30 20 10 0

Occupancy % July 2011 - July 2012 82.3

80.5

87.4

83

87.9

87.7

89.3

85.7

74.1

78.8

78 69.4

52.6

Jul

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar

Apr

280

290

May

Jun

Jul

174

167

Jun

Jul

AVERAGE ROOM RATE DUBAI - OVERALL HOTELS (US$) Average Room Rate July 2011 - July 2012 350

AVERAGE ROOM RATE IN DUBAI JULY 2012

Average Room Rate

$167

300 250

274

268

217

200 150

254

255

204

189 161

147

Jul

Aug

100 50 0

Sep

Oct

Nov

Dec

Jan

Feb

Mar

Apr

250

249

May

REV PAR IN DUBAI - OVERALL HOTLES(US$) Room Yield July 2011 - July 2012 300

$116

REV PAR IN DUBAI IN JULY 2012

Room Yield

250

241 210

200 150

189

235

211 161

100

135

40

129

116

77

50 0

Jul

12 / HOSPITALITY BUSINESS MIDDLE EAST

Aug

Sep

OCTOBER 2012

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

Jun

Jul

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Tel: (+971) 2 634 8495 www.EmiratesTenders.com

NEW SUPPLY AND SERVICE TENDERS Nature of work: Supply of covers and furniture for a ministry.

Project name: Ministry of Health (Kuwait) Address: Ministry of Health Bldg., Jamal Abdulnasser Street, Al Solaibeykhat Area City: Safat 13001 Postal/Zip Code: 5 Country: Kuwait Phone: (+965) 2487 7422 Fax: (+965) 2486 5414 eMail: health@moh.gov.kw Website: www.moh.gov.kw Cost of Tender Documents ($): 180 Last date of submission: October 7, 2012 Nature of work: Annual contract for provision of fruits and vegetables, meat, cheese, oil and spices, drinks/beverages and other general consumables for restaurants.

Project name: Al Reyami Group (Dubai) City: Dubai Postal/Zip Code: 14462 Country: United Arab Emirates Phone: (+971-4) 336 4666 Fax: (+971-4) 336 6775 eMail: rof@emirates.net.ae Website: www.reyami.com Cost of Tender Documents ($): 0 Last date of submission: October 10, 2012 Nature of work: Supply of meals, including popular cooking services, normal buffets and VIP meals during events and races for the year 2012/2013 at a Club.

Project name: Emirates Heritage Club (Abu Dhabi) Address: Behind Bus Station, Next to Zayed Girls University, Muroor Area BUDGET FOR NILE TOWERS City: Abu Dhabi PROJECT, EGYPT Postal/Zip Code: 41464 Country: United Arab Emirates Phone: (+971-2) 445 6456 Fax: (+971-2) 445 1444 Cost of Tender Documents ($): 85 Last date of submission: October 4, 2012

$153m

Nature of work: Provision of catering, cleaning and laundry services for the guest house of a ministry.

Project name: Ministry of Health (Oman) Address: Opp. Khoula Hospital, Bldg. No. 105 City: Muscat PC 113 Postal/Zip Code: 393 Country: Oman

Tenders All the latest information about the tenders you need to know about

Phone: (+968-24) 602 177 Fax: (+968-24) 602 647 Website: www.moh.gov.om Cost of Tender Documents ($): 70 Last date of submission: October 21, 2012 Nature of work: Provision of catering services for a hospital.

Project name: Health Affairs Directorate City: Riyadh Country: Saudi Arabia Phone: (+966-1) 406 6695 Website: www.riyadhealth.med.sa Cost of Tender Documents ($): 1335 Last date of submission: November 10, 2012 Client name: National Guard (Kuwait) Address: Khaldiya Postal/Zip Code: 17010 Country: Kuwait Phone: (+971-4) 336 4666, (+965) 2481 1633 Fax: (+965) 2481 2831 Preparing and supply of meals, hot and cold drinks for a defense authority.

Cost of Tender Documents ($): 8930

OCTOBER 2012

NEW TENDERS Project Name: Five Star Hotel Construction Project Saraya Development Description: Construction of a five-star hotel comprising (5) basement levels, (4) podium levels, (32) floors and (4) levels of services.

Client Name: Aabar Properties L.L.C (Abu Dhabi) Country: UAE Consultant: Confluence Project Management (Abu Dhabi) Status: New Project Project Name: Headquarters Building Project Description: Construction of headquarters building comprising 105-metre-high, 35-storey office tower.

Client Name: Al-Abdulkarim Holding (Saudi Arabia) Country: Saudi Arabia Status: New Project Project Name: Five-star Hotel & Hotel Apartments Description: Design and construction of a five-star

HOSPITALITY BUSINESS MIDDLE EAST / 15

TENDERS

hotel comprising (200) rooms and (120 Nos.) hotel apartments, including associated facilities.

Client Name: Arab Resort Areas Company (ARAC) Saudi Arabia Country: Saudi Arabia Status: New Project Project Name: Rotana Centro Hotel Project Description: Construction of 10-storey Rotana Centro Hotel including (230) rooms and related facilities.

Client Name: Al Malki Group of Companies (Qatar) Country: Qatar Status: New Project Project Name: Al-Risafa Sports Stadium Project Description: Construction of Al-Risafa sports stadium with capacity of 30,000 seats .

Client Name: Ministry of Youth & Sports (Iraq) Country: Iraq Consultant: Hill International, Inc. (USA) Budget (USD): 100000000 Status: New Project

Project Name: Mushrif Healthcare Centre Construction Project Description: Construction of Mushrif Healthcare Centre.

Client Name: Abu Dhabi Health Services Company PJSC (SEHA) Country: UAE Consultant: Hill International Ltd. (Abu Dhabi) BUDGET FOR MERIDIEN HOTEL EXTENSION Status: New Project

$54m

Project Name: Nile Towers Project Description: Construction of 22-storey Nile Towers consisting a five-star hotel tower and a residential tower.

Client Name: Saudi Egyptian Construction Company (SECON) – Egypt Country: Egypt Consultant: Arabtec Construction L.L.C (Dubai) Budget (USD): 153000000 Status: Current Project Project Name: Delta 1 Residential Tower Project Dubai Marina Description: Construction of 21-storey Delta 1 residential tower.

Client Name: Delta Properties L.L.C (Dubai) Country: UAE Consultant: National Engineering Bureau (Dubai) Contractor: Engineering Contracting Company L.L.C. - ECC (Dubai) Status: Current Project Project Name: ADNOC Headquarters Complex Description: Design and construction of a new

16 / HOSPITALITY BUSINESS MIDDLE EAST

headquarters complex for ADNOC comprising a 342-metre-high, 65-storey office tower, podium, basement and underground parking areas, as well as a tunnel connecting the office tower with the underground parking.

Client Name: Abu Dhabi National Oil Company (ADNOC) Country: UAE Consultant: HOK International (Dubai) Contractor: Besix Group (Abu Dhabi) Budget (USD): 490000000 Status: Current Project

OCTOBER 2012

Project Name: Meridien Hotel Extension Description: Construction of an extension to the existing five-star Meridien Hotel.

Client Name: Wasl Asset Management Group (Dubai) Country: UAE Consultant: Arch Group (Dubai) Contractor: Al-Futtaim Carillion (Dubai) Budget (USD): 54000000 Status: Current Project Project Name: Doha Festival City Development Description: Development of Doha Festival City comprising a retail centre, an entertainment park, two hotels and an auto park made up of car showrooms.

Client Name: Al-Futtaim Group Real Estate (Dubai) Country: Qatar Consultant: Mace Limited (Qatar) Contractor: Arabian Construction Company - ACC (Qatar) Budget (USD): 1600000000 Status: Current Project Project Name: Sohar Ferrochrome Smelter Description: Construction of a ferrochrome smelter with capacity of 50,000 tonnes a year (t/y), including two furnaces each with a capacity of 16,500 kilovoltamperes (keva) in Sohar Freezone.

Client Name: Gulf Mining Materials Company

(GMM) – Oman Country: Oman Consultant: Gulf Mining Materials Company (GMM) - Oman Budget (USD): 30000000 Status: Current Project Project Name: Acid Plant Construction Description: Design and build (DB) contract to build an acid plant, including (6 Nos.) acid storage tanks capable of holding 50 cubic metres each, a 600 square metre chemical storage area along with office and control buildings.

Client Name: Midland Oil Company (Iraq) Country: Iraq Status: New Project Project Name: Gypsum Board & Plaster Board Plant Development Project Description: Carrying out development of a plant with capacity to produce 8-million square metres of gypsum board a year and 200,000 tonnes a year (t/y) of plaster of paris.

Client Name: Zawawi Minerals (Oman) Country: Oman Budget (USD): 60000000 Status: New Project Project Name: Polyethylene Plant Project - Jubail Industrial City Description: Engineering, Procurement & Construction (EPC) contract to build an ultra-highmolecular-weight polyethylene (UHMWPE) plant with production capacity of 35,000 tonnes per year in Jubail Industrial City.

Client Name: Saudi Kayan Petrochemical Company (Saudi Arabia) Country: Saudi Arabia Consultant: Jacobs Engineering (Saudi Arabia) Status: New Project Project Name: King Faisal Medical Complex Construction Project Description: Construction of a medical complex, including housing units and apartments for medical staff.

Client Name: Ministry of Health (Saudi Arabia) Consultant: Saudi Arabia Hill International Middle East Ltd. (Saudi Arabia) Contractor: Al-Fouzan Trading & General Construction Company (Saudi Arabia) Budget (USD): 1100000000

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TENDERS

Status: Current Project Project Name: King Abdullah Sports City Project Description: Construction of King Abdullah Sports City covering an area of 9 square kilometres featuring a main stadium with capacity of 60,000, together with at least five other smaller sporting arenas, including a specialist hospital for sporting injuries, a number of indoor arenas and accommodation facilities.

Client Name: General Presidency of Youth Welfare (Saudi Arabia) Country: Saudi Arabia Consultant: Arup Gulf (Dubai) Contractor: Besix Group SA (Belgium) Budget (USD): 4000000000 Status: Current Project Project Name: Mowassat Specialised University Hospital & Smouha University Maternity Hospital Project Description: Construction of Mowassat Specialised University Hospital comprising 223 beds providing advanced healthcare for men, including neurosurgery, a urinary tract centre and a kidney centre; and construction of Smouha Maternity University Hospital comprising 200 beds for gynaecology and obstetrics.

Client Name: Ministry of Finance (Egypt) Country: Egypt Consultant: Mott MacDonald (UK) Contractor: Dar for Trading & Contracting (DETAC) - Egypt Budget (USD): 200000000 Status: Current Project Project Name: Al Bayaa Teaching Hospital Project Description: Construction of Al Bayaa Teaching Hospital comprising (600) beds, which will be used to train physicians and other medical professionals.

Client Name: Ministry of Higher Education & Scientific Research (Iraq) Country: Iraq Consultant: Hill International, Inc. (USA) Budget (USD): 210000000 Status: New Project Project Name: Ghayathi Community Hospital Construction Project Description: Construction of 50-bed capacity Ghayathi Community Hospital.

Client Name: Abu Dhabi Health Services Company

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ClientCompany Name: Jabal Omar Development Company (Saudi Arabia) City: Makkah Country: Saudi Arabia Phone: (+966-2) 553 3898 Fax: (+966-2) 559 3395 Consultants: Design Consultant Associated Consultants Engineers (ACE) International (Saudi Project Name: Mixed-Use Development Project Arabia) Project Number: 56850 Design Consultant-1: Hill International Middle East Territory: Obhur District Ltd. (Saudi Arabia) Description: Design and construction of a 2.4 Financial Consultant: Al Rajhi Banking & million square metre mixed-use development in Investment Corporation (Saudi Arabia) Obhur, which includes (240 Nos.) residential towers, Master Plan Consultant: T.R. Hamzah & Yeang (1,200 Nos.) villas, a five-star hotel, hospital, clinics, International (Malaysia) mosques, commercial district, schools and municipal Project Manager: Hill International Middle East buildings.

Ltd. (Saudi Arabia) Territory: Saudi Arabia Contractors: A/C, Chillers & Heating Systems Client Name: Company Name: Rayadah Investment Supplier, Saudi Tabreed (Saudi Arabia), Cement & Company (Saudi Arabia) Concrete Products Supplier, Saudi Readymix Concrete City: Riyadh 11564 Company Ltd. (Saudi Arabia), Cement & Concrete Country: Saudi Arabia Products Supplier(1), Precast Manufacturing Co. Phone: (+966-1) 205 9911 PREMCO (Saudi Arabia) Fax: (+966-1) 205 9922 Main Contractor: Rio Trading & Contracting Email: info@raid.com.sa Company (Saudi Arabia) Website: www.raid.com.sa Main Contractor(1): Saudi Oger Limited (Saudi Consultants: Infrastructure Consultant, Saudi Arabia) Consulting Services (SaudConsult) - Saudi Arabia, Main Contractor(2): Saudi Binladin Group (Saudi KEO International Consultants (Saudi Arabia) Arabia) Status: New Tender Main Contractor(3): Saudi Arabian Baytur Last Updated: July 11, 2012 Construction Company L.L.C (Saudi Arabia) Tender Categories: Construction & Contracting, Main Contractor(4): Azmeel Contracting & Hotels, Medical & Healthcare Construction Corporation (Saudi Arabia), Remarks: This project is at Jeddah in Safety Products Supplier , Combisafe (UK) Saudi Arabia. Client has received Status: Current Project prequalification entries for an Last Updated: July 22, 2012 infrastructure package on the Tender Categories: Prestige residential scheme and is planning Buildings, Leisure & Entertainment, to issue tender documents for the BUDGET FOR JABAL OMAR AREA DEVELOPMENT Hotels contract by July 2012. Local office of Remarks This project will be developed KEO International Consultants has been around the Grand Mosque in the holy city of appointed as the project manager on this Makkah. To be built over 230,000 square metres, development. Client has invited contractors to submit the scheme will entail construction of (40) hotels, bids for the first infrastructure and earthworks (15 Nos.) 35-storey residential towers, a four-level package on this scheme. Client has set a deadline of retail concourse and a car park to accommodate August 13, 2012 for the tender. Local Saud Consult (12,000) vehicles. The project also includes has been appointed as the infrastructure consultant commercial developments, roads, gardens, schools, on this scheme. medical centres, air-conditioned plazas for 100,000 worshippers and open courtyards for prayers.

Project Name: Jabal Omar Area Development The scheme will be handled by a newly formed Project Number: 56968 company, Jabal Omar Development Company, Description: Development of Jabal Omar area which is expected to soon issue a tender for the involving construction of five-star hotels, residential position of project and construction manager. towers, retail concourse and a car park.

Malaysia’s TR Hamzah & Yeang has carried out the Budget ($): 5100000000 original master plan.

Territory Saudi Arabia PJSC (SEHA) Country: UAE Consultant: Hill International Ltd. (Abu Dhabi) Budget (USD): 105000000 Status: New Project

$51bn

OCTOBER 2012

HOSPITALITY BUSINESS MIDDLE EAST / 17

TENDERS

Project Name: Nile Towers Project Description: Construction of 22-storey Nile Towers consisting a five-star hotel tower and a residential tower.

Budget ($): 153000000 Territory: Egypt Client: Saudi Egyptian Construction Company: (SECON) - Egypt Address: Ganaklis City: Alexandria Country: Egypt Phone: (+22-03) 5820699/5827011 Main Contractors: Arabtec Construction L.L.C (Dubai) Main Contractor(1): SIAC Industrial Construction & Engineering Company (Egypt) Status: Current Project Last Updated: July 23, 2012 Tender Categories: Hotels, Leisure & Entertainment, Prestige Buildings Remarks: This project is in Egypt. The scheme will have a total built up area of 105,000 square metres.

First tower will be a fiver star hotel managed by Hilton International, with a total of (256) rooms and the second will be for residential use and will consist (114) hotel apartments. A joint venture of Dubai-based Arabtech Construction and local SIAC Industrial Construction & Engineering Company has been awarded the main construction contract on this scheme. Work is scheduled to commence in 2012 and completion expected in 2015.

(Oman) Contractors: Foundations, Enabling & Piling Contractor Al-Awazi International L.L.C (Oman) Status: Current Project Last Updated: July 22, 2012 Tender Categories: Construction & Contracting, Hotels, Leisure & Entertainment Remarks: This project is in Oman. The convention centre will be located in Muscat, about 4 kilometres from the airport. The client has invited firms to submit proposals by June 04, 2007 for various consultancy contracts, which covers project management services, mechanical, electrical and plumbing engineering, construction engineering and civil engineering. Bids have been submitted on July 16, 2012 for the packages 5.2, which include construction of a primary substation on this scheme.

Construction contract is expected to be awarded in the fourth quarter of 2012.

Project Name: Msheireb Downtown Doha Development Project Description: Development of Msheireb Downtown Doha (Formerly Heart of Doha City) mixed-use scheme comprising several districts, including a residential and mixed-use quarter, a retail quarter, a heritage quarter and a commercial area.

Budget ($): 5500000000 Territory: Qatar Client: Company Name: Msheireb Properties (Qatar) City: Doha Country: Qatar Phone: (+974) 4459 0459 Project Name: Muscat Convention & Exhibition Fax: (+974) 4421 6125 Centre Email: info@msheireb.com Project Number: 479 Website: www.msheireb.com Description Construction of Muscat Consultants: Convention & Exhibition Centre.

Design Consultant: Aedas (Hong Budget ($): 1800000000 BUDGET FOR MUSCAT Kong) Territory: Oman CONVENTION & Design Consultant-1: Burns & Client: Company Name: Oman EXIBITION CENTRE McDonnell Engineering (USA) Tourism Development Company S.A.O.C Design Consultant-2: Mossessian & (Omran) Partners Ltd. (UK) City: Muttrah PC 114 Main Architect: John McAslan & Partners (UK) Country: Oman Main Consultant: Gensler Associates International Phone: (+968) 2477 3700 Main Consultant-1: HOK International (Qatar) Fax: (+968) 2479 3929 Master Plan Consultant: Adjaye Associates (UK) Email: enquiries@omran.om Master Plan Consultant-1: Allies & Morrison Website: www.omran.om Architects (UK) Design Consultant: RMJM (UK) Project Manager : Turner Projacs (Qatar) Environmental Consultant: Geo-Resources Contractors: District Cooling Systems Supplier, Consultancy (Oman) Drake & Scull International (Qatar), Foundations, Main Consultant: RMJM (UK) Enabling & Piling Contractor, Bauer International Master Plan Consultant: WATG (UK) L.L.C (Qatar), Foundations, Enabling & Piling Project Manager: AEG Ogden (Australia) Contractor(1), Ammico Contracting Company (Qatar), Quantity Surveyor: Hanscomb & Company L.L.C

$18bn

18 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

Foundations, Enabling & Piling Contractor(2), Swissboring Overseas Corporation Ltd. (Qatar) Infrastructure Works Contractor: Contracting & Trading Company - CAT (Qatar) Main Contractor: Hyundai Engineering Corporation Main Contractor(1): HBK Contracting (Qatar) Main Contractor(2): Carillion plc (UK) Main Contractor(3): Qatar Building Company Media Contractor: Crystal Media (Qatar) MEP Contractor: Drake & Scull International PJSC Raft Foundation Contractor: Redco International Waste Collection System Contractor: Envac W.L.L (Qatar) Status: Current Project Last Updated: July 17, 2012 Tender Categories: Construction & Contracting, Hotels, Industrial & Special Projects Remarks: This project will be located behind Emiri Diwan administrative centre on Doha corniche in Qatar covering a development area of 750,000 square metres. The development will contain hotel, retails, residential, mosques, culture, heritage, school and government buildings ranging from 3 to 30 storeys.

More than 100 buildings will be constructed to offer housing, workspace, cultural and community facilities, while preserving key heritage buildings.

The Mushiereb site is bordered by Al Rayyan Road to the North, Jassim Bin Mohammed street to the East, Musheireb Street to the south and Al Diwan Street (part of Ring Road) to the West. The mixeduse scheme includes an interchange for Doha’s proposed metro system, a shopping mall, hotels and a commercial district. The commercial area will be called Headquarters Gateway. The client has invited contractors to pre-qualify for the building construction contract on this scheme. The estimated $220 million package for which contractors are being invited to pre-qualify involves the construction of a national archive building, an annex to the Diwan Centre, and a building for the Emiri Guard, which is part of the country’s armed forces. All buildings are designed according to environmentally sustainable building standards, with the aim of receiving a platinum rating, the highest available, from the Leadership in Energy & Environmental Design (LEED) rating system developed by the US’ Green Building Council. The total built-up area of the buildings is about 144,000 square metres. An award for the main contract is expected by the end of this year and construction is expected to commence by the first week of January 2010. US’ Turner Construction International is acting as the project manager.

It is understood that client has once again extended the deadline to submit commercial bids for phase 2 on this scheme until July 30, 2012.

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70% EXPECTED OCCUPANCY 2013

Ibis Abu Dhabi Gate’s impending opening marks the start of a new rush of economy hotels in Abu Dhabi

OPENING SOON

T

he Ibis Abu Dhabi Gate marks a move in the capital to offer a range of accommodation under the five star label.

“The new hotel will fill the need for internationally known economy hotel accommodation in the UAE’s capital. The city has an abundance of five-star properties, but there are very few hotels that target business and leisure travellers on a budget,” says Nicole Hochgruber, General Manager for the Ibis Abu Dhabi Gate, and Novotel Abu Dhabi Gate.

In terms of source markets, the new property expects to see guests mainly from France, UK, Germany and the Asia Pacific region as well as the GCC feeder markets.

Ibis was first introduced to the region in Dubai and its strong international reputation has seen healthy occupancy in the market.

“Guests are now well-aware of the Ibis brand and they love the Ibis experience of simple, straight forward service they can rely on… which comes at an affordable price,” explains Hochgruber.

This key price point is a unique benefit for guests in Abu Dhabi, who are overwhelmed with luxury hotel offerings. The hotel is located in the Bain Al Jessrain area, close to the airport, Yas Island, and the Mussaffah areas for corporate travellers. What’s more rooms have views over the Grand Mosque.

“Ibis hotels are always centrally located in the business and leisure districts with easy access to public

Abu Dhabi tourists

1.3m 5m 2011

2021 (EXPECTED)

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Left: The Ibis Abu Dhabi Gate is connected to sister property, Novotel Abu Dhabi Gate

Expected guests

30% GCC

70% NON GCC

transport, railway stations, tourist attractions, airports and convention centres” says Hochgruber.

She expects to see healthy occupancy year in the first year, “Since Ibis is a volume drive brand we are already targeting an occupancy rate of around 70 per cent for the first year. There is stiff competition from other hotel brands.

However Ibis has a strong global identity, and a positive reputation in the European and Asian feeder markets. Thus, we are confident we can reach healthy occupancy levels and be the preferred hotel for budget travellers. We can also count on our strong international distribution channels, our brand’s website, our geo-localised website and support by a worldwide sales network, to drive growth for our new hotel.”

ACCOMMODATION The hotel has 252 standard rooms with a mix of double and twin rooms. Some rooms are suitable for disabled people. They also have an additional 42 spacious one bedroom apartments, with contain a fully equipped kitchen, living area and two bathrooms.

Ibis Abu Dhabi Gate P.O. Box 92156 Road 34 Gate City Bain Al Jessrain Abu Dhabi, United Arab Emirates Tel.: (+971) 2 558 9231 Fax.: (+971) 2 558 9253

“With spacious, welcoming and modern rooms, comfortable bedding, modern bathroom facilities, fast internet connection, a healthy and balanced cuisine, Ibis has everything to offer – all at value for money.”

The Ibis is connected to sister property, the Novotel Abu Dhabi Gate hotel, and guests can visit the F&B offerings and use the gym facilities for a small charge. The Novotel also has a spa and wellness centre.

F&B OUTLETS The hotel has a couple of outlets, one of which is open 24 hours a day WOK and Co Restaurant – which is open for breakfast and dinner Fusion Lounge: 24 hours a day, seven days a week lobby lounge

FACILITIES The hotel has free Wi-fi throughout and also is home to six meeting rooms of various size

OCTO BER 2012

IBIS PORTFOLIO IN MIDDLE EAST

9

HOTELS IN OPERATION

2,203 7 ROOMS

HOTELS UNDER DEVELOPMENT (1,457 ROOMS)

HOSPITALITY BUSINESS MIDDLE EAST / 21

W

ith so many advancements and innovations happening almost constantly in the technology sector, it can be overwhelming for hoteliers who have day to day operations and budgets to manage, let alone trying to make sure that front and back of house areas are tech-savvy. But how do you know which ‘next big thing’ is the right thing to invest in? With margins becoming slimmer and decreasing the TCO ever more important, we speak to leading companies over four key sectors: Facilities Management, IT, Security and Reservations Systems, to find out what’s really making waves, and what will create the best ROI for your hotel.

TECHNOLOGY SPECIAL

FRONT OF HOUSE Sabre Hospitality Solutions is a leading software-as-a-service business and provides reservations systems, marketing and distribution software, and internet marketing and e-business solutions. Alex Barder, Regional Director of Business Development for Sabre Hospitality Solutions talks technology.

HBME: How far is the hospitality industry in the region adopting new technologies like the cloud?

Alex Barder: The trend towards cloudbased hospitality technology is far reaching and includes the Middle East. The more advanced markets are certainly showing more interest in both cloud based PMS and CRS. This is more focused in the UAE, Qatar, Bahrain, Oman, Kuwait and Saudi Arabia. There are a number of markets in Africa where broadband capability is more limited, restricting the take up of cloud based platforms.

HBME: What are the inhibitors?

AB: Broadband width can be a major factor in adoption. Another reason may be existing systems and concern with replacing these. At this stage cloud-based CRS and PMS systems are here to stay, and should be a factor with new technology choices.

HBME: What’s been the biggest ‘gamechanging’ piece of technology with regards to your reservations systems?

AB: Sabre Hospitality’s reservation system features at its core the SynXis CRS, an advanced Central Reservation System which is able to act as a single system of record. Using this particular CRS, a hotelier has the ability to interact with their PMS seamlessly and connect to all key electronic channels which have been activated through the system. SynXis connects to all of the key channels directly and allows one single spot

for seamlessly communicating with, loading inventory to and updating all important channels. This can drastically improve business efficiency as well as help hotels manage their rates and inventory in a way that will help grow their business.

HBME: How far are the hotels you speak to aware of the benefits of new technology solutions?

AB: The level of knowledge and awareness in this market tends to vary.

Most hoteliers are aware of the value of reservation systems, but not the full extent of their capabilities. There are a great number of systems available to hoteliers today, and their functionality, support, and pricing models vary greatly. This particularly applies to the integration ability to other systems and third party suppliers, but also the type of core systems vary as well.

One piece of technology which is often misunderstood is the hotel booking engine. The hotel’s own website can be one of the most profitable tools available to hoteliers, and in addition to their website and internet marketing efforts, the hotel booking engine is a very important piece of technology. A user-friendly, intuitive booking engine can make a huge difference in conversions.

HBME: What will the hotel of the future look like? How will people check-in in the future? How will you adapt to meet these changes?

AB: We are likely to see mobile, near field communication and social integration play a much bigger role in a hotel’s future. As these technologies evolve and converge, they offer hoteliers the opportunity to provide a more personal and customised experience for guests. Using mobile technology, guests can check-in as soon as they land from their flight for instance, and manage their hotel stay through their device – to tell the hotel exactly what services

OCTO BER 2012

they want during their stay, which newspaper they want, when they want coffee served each day, and when they don’t want to be disturbed by housekeeping so no one knocks on the door when they are taking an important call. Technologies that create efficiencies and eliminate human error for both the hotel and the guest, and leave the hotel with more time to focus on creating a highly personal experience for guests will be successful. Sabre is looking at all of these areas right now.

HBME: Does most of your business in this sector come from refit work or new opportunities?

AB: We have both existing account growth and new customers coming from other providers as well as new opportunities. From 2013 onwards new opportunities should grow exponentially across the region due to the new hotel growth and general industry need to upgrade their systems and their efficiency.

HBME: Are most hotels reservations systems up to date? How often do they get upgraded?

AB: All reservations system should be frequently upgraded. The SynXis CRS is constantly being enhanced and many of the recommended upgrades come from the community model we use. This means upgrades are prioritised both on the needs and business interests of our hotel customers around the world, and future market trends that we see will help hoteliers grow their businesses.

It’s never moved so rapidly in the technology arena, and this requires continuous enhancement to stay on top of market demands.

HBME: What one IT solution do you wish senior hotel management understood?

AB: The resource and cost efficiencies of a single CRS platform to manage and support distribution.

HOSPITALITY BUSINESS MIDDLE EAST / 23

TECHNOLOGY SPECIAL

SECURITY Global security company, Vingcard Elsafe provides electronic locks, in room safes, and advanced energy management systems for hotels.

It works with RFID contactless technology, RF-online hotel locks and electronic in-room safes. Manit Narang, Vice President , Middle East, Africa & India, tells us where the future lies in security.

HBME: How far is the hospitality industry in the region adopting new technologies in terms of in-room and guestroom security?

Manit Narang: The region is moving very fast in terms of adapting the latest technologies for guest room security e.g. RFID, NFC and online technology for guest room locks and in-room safes and at the same time integrating wirelessly with energy management systems to provide superior guest comfort and a saving of energy.

HBME: How are integrated technology solutions becoming the industry norm?

MN: Energy management and locking solutions are becoming integrated and safes are also integrated on the same platform for superior guest comfort, security and saving of energy.

HBME: Where is security heading within the hospitality sector?

MN: Security is heading more and more into the back of house areas, in addition to guest rooms and common areas and all solutions are now integrated.

HBME: What new technology in your field will be game-changing in terms of the hospitality sector?

MN: Hidden, online and battery-less

Technologies that create efficiencies and eliminate human error for both the hotel and the guest, and leave the hotel with more time to focus on creating a highly personal experience for guests will be successful Alex Barder, Regional Director of Business Development, Sabre Hospitality Solutions

HBME: How far are the hotels you speak to aware of the benefits of new technology solutions?

MN: I find that there is a great awareness all over the region.

HBME: How has RFID technology opened up new avenues for hotels?

MN: RFID offers no guess work for guests. It provides anti-cloning, real time information if online and also integration with in-room energy management solutions wirelessly and without any cabling etc, so it’s a big move forward.

HBME: Can you name some hospitality clients in the region?

MN: We look after Accor, IHG,

lock will be the game changers as they will offer superior aesthetics and higher security.

Marriot, Starwood, Hilton, Fairmont, Four Seasons , Rotana, Hyatt, Kerzner International, Jumeirah, Dusit, Millennium, The Address and many other global, regional and local chains.

24 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

IT Bios Middle East is a systems and cloud system integrator company, who keep measurable ROI in mind. The company uses market share leading products and is home to an accredited and experienced design and delivery team. Dominic Doherty, MD of Bios Middle East, shares with us his views on the future of the cloud.

HBME: How far is the hospitality industry in the region adopting new technologies like the cloud?

Dominic Doherty: There is no doubt that the hospitality industry in the Middle East is looking at new technologies like cloud computing and virtualisation (the latter being a key component of implementing private cloud). Hospitality service providers are also looking the viability of establishing cloud based services in the UAE specifically for the ME market, although nothing has been formalised as of yet (that we know about).

HBME: What are the inhibitors?

DD: If you ignore the major international players – mainly because any major IT decisions that impact the Middle East branches tend to be made in Europe or the US – then the biggest issue facing many hotels is the relatively small size of their IT infrastructures.

Many of the clients we work with in industries from construction to the media, have upwards of 15-20 servers. However, many hotels only have around six. They might have one for their Exchange (email), their POS, their hotel management system, their phones (if they are using IP telephony), and so on. It’s not impossible to virtualise that level of servers – you could virtualise one if you wanted to. It’s just that the return on investment wouldn’t be anywhere near as high for a single hotel as it would be for our other clients. What

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TECHNOLOGY SPECIAL

is more likely is that service providers will offer more and more cloud based solutions to the hospitality market.

This might be things like their reservation systems, digital TV on demand, lead generation systems etc.

We have recently launched a cloudbased helpdesk for hotels IT issues and this is proving popular since there is a measurable and compelling ROI to outsourcing IT support.

HBME: Clearly the real benefits of adopting cloud technology come as it scales up. Does that mean your sales approach and solution implementation work best on a regional basis in this industry sector?

DD: It doesn’t necessarily have to be on a regional level. Most hotel chains maintain a separate IT infrastructure in each hotel. While it might not make sense to virtualise a single hotel, if you were to virtualise the servers of three or more properties, it does start making sense. Once they are virtualised, it becomes possible to implement a rudimentary cloud-style network, where each hotel would share a single physical server for a particular function, such as hosting its HMS. Often a hotel might only be using just 10 per cent of the server’s capacity for its HMS, for example, so it makes sense to host as many hotels’ HMS on a single server as possible. This results in a significant cost reduction, not just by reducing the number of servers the hotel has to buy, but also by cutting down on space, power, cooling, and maintenance needed. Hotels can reduce their costs even further if they were to outsource the parts of their IT infrastructure that can be handled outside of the hotels, such as their Exchange server or disaster recovery to a managed cloud provider like BIOS. The major challenge to rolling out a cloud network like this among several distant branches is bandwidth.

It isn’t an availability problem, as is commonly believed. However, it

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is expensive. However, there are a number of WAN optimisation solutions out there like Silver Peak that can cut the amount of data sent over a network and the internet by up to 800 per cent, which is obviously helpful when trying to keep bandwidth costs down.

HBME: How far are the hotels you speak to aware of the benefits of new technology solutions? Are they still in the automating existing systems stage or are they understanding the game changing possibility of technologies like cloud and Services-over IP? DD: Many of them understand the benefits of the new technologies.

When it comes to things like virtualisation – both from a server and desktop angle – but for many of them, the return on investment simply isn’t high enough to justify it with the way they structure their IT currently. Cloud has the potential to change this, but it requires a virtualised infrastructure to make the most of it. The biggest challenge for hotels wanting to adopt cloud and virtualisation face over the next 12 months is changing the way they manage their IT infrastructure. It has to move from being done on a hotel-by-hotel basis to a city-by-city or even country-by-country basis. If they don’t, the returns just won’t justify the expense.

However, there are a number of revolutionary technologies – such as IP telephony – that hotels are investigating, and do have a much quicker return on investment than cloud and virtualisation. By using IP-based telephony instead of the traditional PBX approach, some hotels have been able to create systems where they can keep track of which rooms are clean and which ones are pending in close to real-time for example.

The way this works is phones are programmed to let the maid press a certain button to tell the hotel

management software that a room has been cleaned. This then allows the check in staff to know a room is available, allowing a much quicker turn around for both the hotel and customers.

HBME: Are there security concerns about cloud provisioning?

DD: Concerns? Yes. Are all of them founded? No. As with any new technology or business process, there are always going to be those who are afraid of what they don’t understand. The crucial thing is that if companies take the necessary precautions, such as implementing both IT security – and keeping it updated – and teaching its staff how to avoid falling victim of social engineering, then there is nothing to worry about.

HBME: What one IT solution do you wish senior hotel management understood?

DD: The value of a good disaster recovery plan. Too many companies – not just hotels – lack a disaster recovery plan that would be able to cope with a real emergency. It is shocking how many companies still rely on tape to handle their backups.

Tape is notoriously unreliable. It can require going through three or more libraries to find a complete back up due to errors in the recording, or issues with the quality of the tape. That not only means it takes companies a long time to restore from a system failure, but they can also be lumbered with data that is a week or more out of date. In an industry like the hospitality trade where customer data is one of the most valuable assets a hotel possess, it simply isn’t acceptable to back up to tape. Modern cloud-based disaster recovery systems are far superior.

Even disk-based backup solutions have progressed to such a point now that reason why tape was superior in the past has now gone.

OCTO BER 2012

HOSPITALITY BUSINESS MIDDLE EAST / 25

TECHNOLOGY SPECIAL

FACILITIES MANAGEMENT Transguard debuted in 2001 as a security services provider and has since diversified into Facilities Management and is now one of the leading brands in FM, with an operational team of over 14,000 to provide bundled and end to end FM services. Mike Kitchen, head of FM Services at Transguard fills us in on the developments in his sector.

HBME: How far is the hospitality industry in the region adopting new technologies in terms of FM? Mike Kitchen: It is always difficult to be industry- or market sector-specific when it comes to FM technology and to get a good handle on who is or isn’t making best use of it. However, it is safe to say that the region as a whole was, and to a certain extent still is, behind the curve when it comes to using Computer Aided Facilities Management (CAFM) systems to manage their FM function and in making full use of monitoring and other smart technologies for operational tasks such as plant maintenance.

Perhaps the only area where the market is very close to the wider international landscape is in security where the level of sophistication is extremely high, and where systems and procedures are driven by legislation and where the need to be compliant is high. However, things are changing and changing quite rapidly. The entire FM market is now far more driven by performance measurement and you need technology to do this properly.

26 / HOSPITALITY BUSINESS MIDDLE EAST

markets specifically, there are potential issues over integration and interoperability with the overarching hotel management system.

HBME: Where is FM heading within the hospitality sector?

MK: Like the whole FM market in the UAE – it is heading in the right direction but slowly. Wind the clock back five years in the UK and that is about where we are. The major trend sweeping the industry now is sustainability and technology will play a leading role in that revolution. There is a direct correlation between utility costs and carbon emissions and water consumption, so environmentalists and accountants can now see eyeto-eye. The technical advances that are being made in this area of FM, from heat-reflective wall coatings and windows, to grey water recycling systems are significant.

HBME: What new technology in your field will be game-changing in terms of the hospitality sector?

MK: Cloud-based overarching FM solutions…integrating everything from helpdesk to asset-tracking, maintenance schedules. But again cloud computing is still in its infancy over here.

HBME: How far are the hotels aware of the benefits of new technology solutions?

MK: I think everyone sees the benefits – it is just looking for the tipping point where it becomes a ‘no-brainer’ not to use the technology. In FM we all tend to be by nature conservative and resistant to change for change’s sake.

HBME: What are the inhibitors?

MK: Cost and resistance to change are

HBME: How are integrated technology solutions becoming the industry norm?

MK: They are not the norm here at

probably top of the list but there are also issues over training, skill sets and support from the system providers.

Looking at the hotel and hospitality

present and in general I believe it will take another few years before the region begins to benefit from integrated technology solutions.

OCTOBER 2012

GO GITEX

We round up the must see brands for hoteliers at Gitex

MINERVA Minerva is the leading distributor for a full range of cutting edge broadband wireless, wireless LAN, two-way radio and TETRA solutions. Based in the UAE, which is its regional logistics hub, Minerva serves the growing demand of the Sub Saharan Africa, North Africa, GCC, Middle East, Pakistan and Afghanistan markets.

WHAT ARE YOU LAUNCHING AT GITEX? Minerva will be introducing the new MOTOTRBO SL4000, a new slim fit radio which is incredibly thin and light. The SL4000 Series is the ultimate in discreet communications. Versatile and powerful, the SL4000 Series portable radio is designed to meet the communication needs of customers in the security, hospitality, services and airport industries.

CAN BE FOUND AT: Zaabeel Hall Stands: Z-J25 Minerva, Motorola and Sensear and Z-20 Minerva and Adtran/Bluesocket.

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OCTOBER 2012

WESTCON Westcon Group Middle East comprises of Westcon Middle East & Comstor Middle East, the leading Value Add Distributors (VAD) of Convergence, Infrastructure, Mobility, Security & Cisco centric solutions in MENA. It has a portfolio of the best in-class products, services and solutions from highly reputed vendor partners that interoperate with and complement each other. Westcon Group has global business units with significant sales channels for Avaya, Blue Coat, Cisco, Juniper, Motorola and close to 100 other industry leading vendors.

The company has expertise in the

convergence of voice, data and video application technologies, including VoIP, internet security, wireless and mobility solutions.

WHAT ARE YOU LAUNCHING AT GITEX? We showcase all our vendor technologies across all the business divisions – helping our channel community to leverage on any/ all opportunities through hosting alongside GITEX a Business Hospitality Suite, under the banner of ‘CONNECT’.

CAN BE FOUND AT: CONNECT’12, Sublime Bar & Lounge, IBIS Hotel, DWTC .

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GO GITEX

CISCO SYSTEMS After inventing the multi-protocol router in 1984, Cisco has shaped the future of the internet by creating unprecedented value and opportunity for our customers, employees, investors and ecosystem partners and has become the worldwide leader in networking – transforming how people connect, communicate and collaborate. It employs over 66,000 people around the world.

WHAT ARE YOU LAUNCHING AT GITEX? The Home Networking Business Unit will showcase its first Linksys Smart Wi-Fi Router and Universal Media Connector both powered by the industry’s next-generation wireless technology - 802.11ac, at Gitex Technology Week. The new technology is designed to deliver wireless speeds approximately three times faster than the current wireless 802.11n standard1. The new Linksys Smart Wi-Fi Router EA6500 uniquely blends the highest performance 802.11ac technology with Cisco’s intelligent Cisco Connect Cloud software platform for an experience that is both powerful and intuitive, simplifying how consumers connect, control and interact with their home devices and appliances.

CAN BE FOUND AT: Zabeel Hall, stand Z-B 30.

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FVC FVC is one of the leading Value Added Distributors (VAD) across the Middle East and North Africa. With dedicated offices across the region, FVC works through its growing network of channel partners in over 45 countries, the company focuses on four clear areas of enterprise computing: Unified Communications, Information Security, Application Delivery and Cloud Computing. FVC’s business strategy is built around key drivers for its partners. These include demand creation/evangelization of emerging technologies with end users, and enablement for education, training and technical competence to support these end users. FVC hosts regular certified training sessions for its partners to

ensure that they are up to date with new technology and fully empowered to offer customised solutions to their customers. These are in addition to hosting regular educational initiatives like workshops and Tech Cafes at their Technology Briefing Centres in Dubai, Riyadh, Cairo and Beirut.

WILL BE LAUNCHING AT GITEX: The company will be launching a focus on industrial solutions which include information security and advanced networking solutions that can help hoteliers optimise their bandwidth costs and improve network speeds across large organisations which can in turn improve customer service.

CAN BE FOUND AT: Za’abeel Hall, stand Z-G1.

AVAYA Avaya is a global provider of enterprise communications systems.

Through its wide range of innovative technologies it assists customers in bringing the right people together with the right information in the right context, to deliver better business results in real time. The company believes technology should enable collaboration, not dictate how business

is done.

WHAT ARE YOU LAUNCHING AT GITEX? Avaya will be launching a new video calling technology, made possible over Wi-fi or 3G. The supplier has partnered with Rotana Hotels who are using it for the first time through its mobile app and online on its website.

CAN BE FOUND AT: Zabeel Hall, stand C-20

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GO GITEX

DU Du’s hospitality solutions are designed to allow hotels to create a one-of-a-kind, personalised experience for their guests. Through its converged infrastructure, du offers the integration of voice, mobility, high-speed internet access and TV entertainment services with existing back office systems, to create a single architectural platform that supports the latest smart room technology and amplifies the luxury hotel experience. At present, du offers a complete suite of managed services for hospitality customers, including high-speed wired and wireless internet, IPTV, Triple Play, event recording, high definition video conferencing, telephony, and video surveillance.

WILL BE LAUNCHING AT GITEX: During GITEX 2012, hospitality customers can visit du’s stand to explore the range of solutions that are specifically relevant to their industry. Showcased at the event will be Managed Security, Managed Infrastructure, Managed Video (as a service), data centre solutions, and mobility solutions.

DLINK D-Link was founded in 1986 with a mission to bring high-quality computer networking solutions to consumers and businesses of all sizes. More than twenty five years later, D-Link has become a billiondollar global enterprise with an extensive portfolio of award-winning networking products and services.

These services include more than just networking hardware, but total

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OCTOBER 2012

seamless integration with software services such as D-Link Cloud Solutions. with software services in the form of D-Link Cloud Solutions,.

WHAT ARE YOU LAUNCHING AT GITEX? Cloud Services & Product – a comprehensive platform that meets the needs of consumers, businesses, and service providers, today and tomorrow.

CAN BE FOUND AT: Za’abeel Hall, stand Z-D30

cpidubai.com

GM INTERVIEW

A rose in bloom

Rosewood Hotels & Resorts latest addition to its flowering global collection will be coming online next year in Abu Dhabi Below, right and opposite: GM Luigi Romeniello; one of the luxurious bedrooms; the new property in Abu Dhabi

A

merican owned property management Rosewood Hotels & Resorts operates 17 ultra-luxurious hotels in seven countries. Its newest addition, and its debut into the UAE market opens next year in Abu Dhabi. Rosewood Abu Dhabi will be located in the capital’s new Central Business District on Al Maryah Island, between Sowwah Square and Cleveland Clinic.

Offering the city’s visiting executives a high-end stay and residents a similar but long-term offering, the 189 room, 34 storey property will be home to suites and long-stay apartments on top of its room inventory.

“Rosewood Hotels & Resorts is very excited to be opening our first

significant hotel in the UAE. Al Maryah Island is a wonderful development and exciting location, part of Abu Dhabi’s 2020 vision and will be a natural hub for the city’s VIP guests and residents,” explains Luigi Romeniello, General Manager for the property. He has been with the group for 12 years, opening hotels in Dallas and Atlanta, after working the in the Caribbean for Rosewood.

Resilient in the face of significant increase in the five star room inventory in Abu Dhabi over the next couple of years, Romeniello sees his hotel’s central location in Downtown, close to the new Reem Island and Saadiyat, Yas Island and the Corniche, as part of a winning strategy, “We expect both business and leisure guests, we hope during the week we’ll receive the corporate travel and the leisure at the weekends. We have the

Galleria below us, offering a wide range of shopping and cafes, and eight restaurants in the hotel, a huge spa and beautiful views of Arabian Gulf – views from every room,” he says.

The hotel expects to see convention and MICE markets using the property.

“We offer a fantastic location, it’s a pulsating area with everything visiting business people could want, from the best chefs to state of the art infrastructure, they’re not trapped in a resort.”

“We would expect to see locals coming to us for high-end wedding celebrations. We have a boutique ballroom for 700 people, which is a nice size without feeling lost like you’re in a convention centre and we’ve a terrace that is accessible from the ballroom.”

Boutique is what Rosewood is all about. It certainly is compared to some of the other five star giants that are about to open or have recently opened in the capital. But that’s what the collection is all about, says Romeniello, evoking a sense of place

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We now want to see our portfolio double in this region, in the next five years…we would be excited to open a hotel in Dubai in the next couple of years

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GM INTERVIEW

and offering a feel for elegant travel, “Rosewood is devoted to creating to unique collection of hotels and resorts, unlike another. It is very important to us to have a sense of place. It’s our philosophy to reflect the culture and the history of the local market through the hotel, we always try to fit into the element of the place. You can even see this in the design of the hotel, which looks like a local dhow boat emerging from the water. We have combined our unique traditions with exceptional service and incredible intention to detail. For us there’s nothing more important that offering an intuitive guest experience, we’re really passionate about service.”

Although refrencing history and a sense of place, the hotel is nothing if not ultra-modern when it comes to guest-centric technology. Every room at Rosewood Abu Dhabi will have an iPad which can control everything from A/C to the curtains to F&B reservations, room service and other guest services.

Despite this, the operators place huge emphasis on people service over modern gadgetry, “We have a Rosewood recognition programme, we are a very good at knowing the needs and likes of our guests and we know what you like.

We prefer to rely on people interaction and passing information to the right person rather than our staff all walking around with a gadget 34 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

We do a fantastic job of replicating all the things you like when you stay with our hotels so you get a similar experience every time you stay,” Romeniello explains.

“We are very much a people service, there’s a fine balance between technology and losing touch. We benefit from being a smaller group.

We prefer to rely on people interaction and passing information to the right person rather than our staff all walking around with a gadget.”

The influx of new brands and large upmarket developments, Romeniello sees as a positive move by the Abu Dhabi government, “It is a challenge and an amazing opportunity. We’re growing the city together and it’s refreshing. It will stimulate the luxury market in a city that’s explosive and growing like Dubai did a few years ago – introducing luxury products to a city that’s more than willing.”

The hotel will have 58 fully serviced apartments and 75 unfurnished long term apartments and four penthouses on site, to help cope with the capital’s shortage of central high end rentable living spaces.

“There is a big demand for the really quality residential rentals here in Abu Dhabi as it’s developing and more and more professionals are very discerning over the right location. And we’re offering a more updated offering with all the facilities the hotel has to offer,” Romeniello explains.

Rosewood sees its Abu Dhabi debut as the start of a Middle East expansion plan.

“We have three hotels in Saudi Arabia already but we were purchased by New World Hospitality some time ago and we now want to see our portfolio double in this region, in the next five years. We chose Abu Dhabi because it’s up and coming and recognised globally as an emerging city, we are exploring the right locations, but we are very discerning. We would be excited to open a hotel in Dubai in the next couple of years.”

Rosewood Abu Dhabi’s F&B Aqua – casual and relaxed all day dining, with an interactive kitchen and al fresco dining on the veranda Catalan – Spanish restaurant with décor inspired by a 1900s fine European home, opulent and elegant with refined wood floors and a Michelin starred chef from Barcelona Spice Miller – a fun Indian restaurant with serving progressive cuisine Sambousek – whimsical Lebanese restaurant with a traditional menu with vibrant presentation. Sambousek will also be home to a tiered terrace called The Smoke for shisha and cocktails with a DJ The Hidden Bar – a mysterious hideaway where you can have a quiet conversation, portioned off with veiled drapes and secluded booths Glo – a funky, glam open air al fresco bar, for the city’s lifestyle crowd with a great cocktail and cigar menu Majlis – a beautiful living room feel in the lobby where people can spend time have coffees and pastries La Cava – an intimate, underground wine cellar, which will feature 1,500 different wines. It will be home to wine tasting, private dining and for after work drinks. It will have a walk in humidor, a cognac and single malt bar. There will also be displays of cheeses to go with the wines

Unlike many other larger resort style hotels, staffing for the Rosewood Abu Dhabu hasn’t been an issue. Romeniello says, “We are a smaller company and we have the stigma of being ultraluxurious so people aspire to come to our brand. They’ve heard of our hotels in the States, it’s one of those companies that is known for great service – it’s in our DNA – so we get great interest from some great talents. We also ensure that we spend enough time on the proper training of all our staff – we have hired 600 employees which works out at 2.5 per room and that will include a fleet of butlers for a full butler service so that’s very exciting.”

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DTCM

“PARIS SEES 15 MILLION VISITORS A YEAR AS ONE OF THE TOP DESTINATIONS IN THE WORLD, WE’RE NOT FAR FROM THEM” 36 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

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DTCM

New source markets, embracing innovative marketing strategies and thinking long term, Eyad ali Abdul Rahman, Executive Director of Media Relations & Business Development talks us through Dubai’s plans to increase tourism

D

ubai saw 9.1 million tourists in 2011, while H1 figures for this year show a 10 per cent increase. Eyad aliAbdul Rahman has seen these figures rise for the last ten years in a row but his department is always looking for new ways to attract tourists.

“My role is to create new projects for tourism business development. We work on innovations for the tourism products and we also develop new

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markets outside of Dubai to work on joint marketing for our city with other departments. We have 18 tourism offices around the world and I look after the media relations to promote Dubai as the leading destination in the world.”

SOURCE MARKETS Over the past few years, Dubai’s Department of Tourism & Commerce Marketing (DTCM) has not only

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DTCM

focused on traditional source markets such as the UK, Germany and Australia but has also broadened its reach into China and Russia, with three offices in the former, plus one in Hong Kong.

“From China and Russia we’re seeing a much bigger increase, a nine per cent increase in Q1 2012 on the same period last year. In 2012 we promoted Dubai a lot more than we used to in UK, Germany, Australia and New Zealand and have seen great results, now we’re looking at Brazil, South American in general, Spain and the Benelux countries – this is the new strategy,” explains Abdul Rahman.

“Spain is very important to us. We know they have a problem right now but we’re looking at the long term future, five or ten years time.”

In terms of its global importance as a tourism destination, Dubai has remained steadfast and is growing, despite the 2008 economic decline.

“Paris sees 15 million tourists a year, as one of the top destinations in the world, and we’re not that far from them,” says Abdul Rahman. “In addition Paris gives a rough estimate of visitors not a close count of actual hotel guests, where as we don’t count people visiting their families or people in transit, so we are probably nearer to 15 million if you count all of those.”

“We also have nearly 80,000 rooms, which is a huge number and we are expecting 20,000 more rooms over the next three or four years which means we’re one of the highest cities in the world in terms of room numbers.”

But it’s not just externally that Abdul Rahman’s role faces. He also is behind new innovations for tourists in Dubai, working towards HH Sheikh Mohammed bin Rashid Al Maktoum’s 2015 vision.

“We work on many innovations that will be starting before the 2015 vision in 2013 but we are working hard to achieve many things from His Highness’ strategy that he announced in 2007, and I think we will achieve many things before 2015.”

But will Dubai see that 15 million

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OCTOBER 2012

“SPAIN IS VERY IMPORTANT TO US. WE KNOW THEY HAVE A PROBLEM RIGHT NOW BUT WE’RE LOOKING AT THE LONG TERM FUTURE” tourist figure target in 2015?

“His Highness didn’t exactly mention the figure of 15 million when he announced this vision for 2015. We would obviously like to see that but we’ve seen amazing figures in the first half of 2012, a big increase on 2011 and we’re encouraged by that.”

Abdul Rahman doesn’t just look outwards at bringing tourists to Dubai he also helps come up with ideas to make their stay easier and more enjoyable. One of the first projects we will see come to fruition will be an ‘Electronic Tourism’ booth or virtual concierge, which will be stationed in malls and five star hotels.

NEW INNOVATIONS “It will be like an automatic concierge.

If a guest wants to see a movie or book a ticket, or buy a Nol pass or find out what is going on in Dubai and what DTCM are doing, this electronic stand will help them. We expect to see this come in in 2013. It will start in the malls first and then we will expand it to the five star hotels. It will be updated from my team, we’ve already been working on it for one year.”

He also wants to add more to Dubai’s already busy events calendar, “We have new events coming up, we’re working on a Sea Carnival idea

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DTCM

DUBAI HOTEL ESTABLISHMENT STATISTICS SUMMARY - FIRST HALF 2012/2011 Hotels

Indicators

Hotel Apartments

Total

Jan-Jun 2012

Jan-Jun 2011

% charge

Jan-Jun 2012

Jan-Jun 2011

% charge

Jan-Jun 2012

Jan-Jun 2011

% charge

New guests arrivals

3,982,615

3,626,960

10%

1,044,608

958,059

9%

5,027,223

4,585,019

10%

Number of guest nights

13,356,818

11,531,935

16%

5,852,219

4,735,739

24%

19,209,037

16,267,674

18%

Average length of stay (in days)

3.4

3.2

5%

5.6

4.9

13%

3.8

3.5

8%

Total revenue (Dhs)

8,395,557

6,913,834

21%

1,401,726

1,136,359

29%

9,797,283

8,050,194

22%

Total operating hotel/ hotel apartments

392

386

2%

195

187

4%

587

573

2%

Total hotel rooms & flats available

54,221

52,894

3%

21,787

20,360

7%

76,008

73,254

4%

Hotel room occupancy

82%

76%

6%

Apartment flat occupamcy rate

79%

76%

3%

Hotel average room rate (Dhs)

601

570

5%

Apartment average room rate (Dhs)

417

374

11%

and the Midnight Marathon at the end of this year. We’re also working on an ancient exhibition to be exhibited here, a more educational event. Another event we want to do is to promote our Emirati cuisine. We want to stage a competition amongst the chefs in the hotels, teach them how to cook Emirati dishes and then see who can make the best traditional dishes.”

CHANGING PERCEPTIONS Abdul Rahman is concerned with attracting people to Dubai for a variety of reasons, this broad base of tourists will help create a more stable economy than the city saw before 2008 and key to this is changing the perception that Dubai is a luxury only destination.

“We have to change people’s perceptions of Dubai. Before the crisis it was all about luxury, a lot of people didn’t think it was affordable. But what we want to do is let people know that it’s not all five star. We have amazing properties in Barsha, that are two and three stars, which equal some five stars in other parts of the world, because Dubai’s standards are so high. We have to let people know that. Ibis for example, there is so much difference between Ibis in France and Ibis here.

And this strategy is working, we have

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more people coming and staying in those hotels,” he says.

“Our goal for the next year is to change people’s perceptions of Dubai. I am going back to South Africa and France and other places to do more joint marketing initiatives to help people understand more about Dubai. We also still have the issue of the financial crisis. We obviously want to bring people to Dubai and sometimes the problem is not with Dubai itself but with the people outside Dubai who are still in crisis. So we have to do different marketing now. We have to offer added value like ‘kids go free on Emirates’ and more added value but the strategy has worked so far.”

Another part of this is developing more niches that Dubai fits into,

over and above the leisure or business distinctions for travellers.

Sports tourism is one area that has picked up over the last few years with a number of impressive, world class tournaments but Abdul Rahman would like to see this success replicated for medical tourism.

“We’re strong on spa and wellness, but with medical tourism we are working with the Department of Health to handle this promotion. We are starting to do more around this niche, but it’s not easy as more infrastructure is needed, which is coming, but we want to start small and grow it slowly. For example with the cruising tourism we started in 2001 with 6,000 passengers and now we have more than 400,000 passengers. So we’re going to do the same with medical tourism.”

“OUR GOAL FOR THE NEXT YEAR IS TO CHANGE PEOPLE’S PERCEPTIONS OF DUBAI” OCTOBER 2012

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SUPPLY AND DEMAND

GO BIG ON BATHROOMS

Natural materials, more floor space, soft curves and high tech brassware, hotel bathrooms are evolving in many directions. We speak to several suppliers on what we can expect to see more of SANIPEX GROUP

There has been a sharp rise in demand for infrared, sensor controls on bathroom brassware Ivan Zupanovic, Head of International Project Sales & Export, Laufen

Sanipex Group, a market leading supplier of quality bathrooms, which was started in Dubai in 1994, represents over 50 of the world’s leading brands, including its own highly successful BAGNODESIGN brand. Kerrie Black, Marketing Manager for BAGNODESIGN shares her thoughts.

HBME: How often do you refresh your offerings?

Kerrie Black: Our exclusive BAGNODESIGN collection is growing rapidly and is arguably the most comprehensive range of bathroom fixtures and fittings available in the market today. Driven by our clients’ feedback the BAGNODESIGN range has expanded significantly in recent years, offering excellent value whilst maintaining high levels of design and quality. Our BAGNODESIGN collection is constantly being updated with many exciting ranges which we add to on regular basis.

HBME: What are the latest trends in bathroom fittings and fixtures?

KB: Nature is the number one inspiration for bathroom design today – not only is this reflected in the nature-inspired colour trends, and the drive for more eco-friendly products, but also in the actual aesthetics of bathroom design and the materials that are being used.

BAGNODESIGN recently launched stone basins - highly durable and available in a variety of shapes and sizes for any bathroom. Apart from the natural beauty of stone, its hard quality makes it durable, easily maintainable and very resilient.

HBME: What do you offer that your competitors don’t?

KB: Our core strength is the ability to work with our clients through every stage of the project. Our business dealings are not a transaction but rather a long term partnership, working with our customers through the whole life of a project and beyond. In addition,

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our 8,300 sq m logistics centre in the Jebel Ali Free Zone provides an unrivalled capability to deliver what the customer wants, when they want it.

HBME: How have guests’ expectations of a bathroom space changed and what does this mean for new hotels?

KB: The market trends lean towards back to nature designs with cleaner lines and a much more spacious environment. More hotels are pursuing clean, minimalist styles in room design.

coming through and changing what we see as the traditional bathroom?

KB: Mirror TVs are becoming the new standard for luxury hotels, where bathrooms are now the benchmark of opulence by which many guests judge their hotel experience. BAGNOVISION’s Mirror TVs combine fashion and design with the surprising technology to immediately convey a hotel’s attention to detail and luxury status.

HBME: What new technology are you seeing

HBME: What are the most popular materials?

KB: Marble, natural stone and bronze. These all age beautifully over time and have a natural finish.

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SUPPLY AND DEMAND

LAUFEN

Mirror TVs are becoming the new standard for luxury hotels, where bathrooms are now the benchmark of opulence by which many guests judge their hotel experience Kerrie Black, Marketing Manager, BAGNODESIGN

washbasins that can be used as statement pieces, and which can be cut to any size to fit snugly into recesses, are a key trend. Similarly, open shelving units and flexible modular furniture are also key trends as they help to keep the space clutter-free yet provide essential storage space that hotel guests expect.

LAUFEN has been an expert in the ceramic manufacturing process for 110 years in Switzerland. State of the art production facilities produce fully integrated bathrooms to a high design standard. Since 1999 Laufen has been part of the ROCA Group. Laufen’s Head of International Project Sales & Export, Ivan Zupanovic, share his thoughts on the company’s offerings.

HBME: How often do you refresh your bathroom offerings?

Ivan Zupanovic: Our research and development team are constantly busy working on new innovations to ensure that Laufen remains a leader in terms of bathroom trends. What’s more we have our finger very firmly on the pulse of trends in all areas - whether that be furniture, fashion, architecture or surfacing – all of this feeds in to our understanding of what consumers are looking for and what trends are emerging. As a result we introduce several new ranges each year that are innovative and forward-thinking.

HBME: How often do hotels renovate their bathrooms?

IZ: In our experience generally hotels plan to

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OCTOBER 2012

refurbish their bathrooms every seven years. We understand that most of the international hotel groups have this point written as part of their brand standards. There also tends to be a programme for soft refurbishment every three years.

HBME: What are the latest trends in bathroom fittings and fixtures?

IZ: In terms of hotel bathroom design there is a requirement for minimalist designs, ease of cleaning and customisation. Larger than average

HBME: What do you offer that your competitors don’t?

IZ: None of our competitors have such a rich history in ceramic manufacturing. Laufen has a heritage going back 120 years and as such we have honed our skills and craftsmanship in ceramics.

Unlike our competitors we have the capability to make large scale basins measuring up to 180cm long; to cast and fire a piece of this size takes immense skill and craftsmanship and we are incredibly proud to pushing the boundaries of what is possible with the material. We also offer hoteliers the option to customise their basins so if a customer wants a particular shape, we can make it for them (dependent on volumes). In addition we can cut any of our larger basins so that they feat neatly within a recess or alcove to give a really precise finish.

HBME: How does the Middle East differ in

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SUPPLY AND DEMAND

DURAVIT global bathroom trends?

IZ: The Middle Eastern market has a strong focus on luxury products and unique designs, particularly in the commercial sector. Our latest product designs cater for the requirement for customisation and individualisation in the hotel bathrooms, and as such they offer huge opportunities for the Middle East market.

HBME: How have guests’ expectations of a bathroom space changed and what does this mean for new hotels?

IZ: Hotels strive to present a ‘home from home’ experience while challenging the senses with touch, feel, smells etc. In tandem there has been a marked change in the domestic arena, with homeowners looking to create ever-more luxurious bathroom environments which have a hotel-like feel. This has had a huge impact on the hotel bathroom as guests expect to feel pampered and spoilt by their surroundings in a way that they simply do not get to enjoy in their own homes. For new hotels this means there is a real requirement to up the ante and raise the bar in terms of luxury and opulence.

HBME: What new technology are you seeing changing a traditional bathroom?

IZ: The biggest technological advancements are in the realms of water-saving. Along with dual-flush toilets, which are now pretty much standard issue in hotel bathrooms, there has been a sharp rise in demand for infra-red, sensor controls on bathroom brassware. Where until recently this was largely the domain of public washrooms, such technology is now becoming ever-more commonplace in guest bathrooms too, as it helps hotels to make significant water savings long term.

HBME: What are the most popular bathroom materials?

IZ: Ceramic is by far and away the most popular sanitaryware material. It offers unbeatable qualities such as being durable, lightweight and easy to clean. Laufen recently introduced a new ceramic, which is lighter, but also allows more precise contours. With cleanliness and hygiene being top priorities in the hotel bathroom, we have also recently launched an innovative dirtrepellent surface finish, Laufen Clean Coat (LCC), to ensure our sanitaryware always looks as good as new and is simple to keep clean.

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Duravit started making earthenware sanitary products in 1817 in Germany. Since then the company has gone global, supplying high end bathrooms, with 10 production plants and more than 5,000 employees. Toni El Kadi, Area Manager UAE, Qatar & Oman, talks to us.

HBME: How often do your clients refresh their bathrooms?

Toni El Kadi: Hotel rooms and hotel bathrooms are increasingly becoming a business’ calling card. Many guests form an opinion about a hotel after just a cursory glance at the sanitary facilities.

Consequently, sanitary facilities should always be in an immaculate condition and make a hygenic impression on the user.

HBME: What are the latest trends in bathroom fittings and fixtures?

TEK: The bathroom is becoming increasingly important as a living area and somewhere to relax. This is why so much more is expected of the bathroom today than simply somewhere to take a bath, wash or shower.

The comprehensive bathroom concepts of the future are based on individual needs. A trend is increasingly emerging for the bathroom to become a furnished living area that, at the same time, promotes active healthcare and, with multifunctional products, offers maximum comfort.

HBME: How have guests’ expectations of a bathroom space changed?

TEK: Bathrooms in public and commercial buildings, especially in hotels, are playing a very important role, as they are often setting new trends. More people want their stay in a hotel or a public spa to be a special experience and enjoy the quality of extraordinary bathroom designs, which they then go and recreate in their own homes. Architects of a hotel bathroom should be concerned with designing a good shape for top end bathrooms, giving enough space for a shower and bath and a nice wash basin area with a mirror and cabinet.

HBME: What new technology is changing a traditional bathroom?

TEK: Innovative products that perform several functions simultaneously meet the complex requirements of modern bathroom users. With one product, the user can take a steam bath or a shower. E.g. the OpenSpace shower partition serves as a panel that is simply folded back against the wall; in combination with the Nahho and shower, it provides the perfect wellness combination in a space of just 210 x 100cm. Even the toilet today is more than just a standard toilet: the SensoWash shower-toilet seat designed by Philippe Starck features pioneering technology. A stainless steel spray arm with three shower types performs the function of a bidet. Water temperature, water volume and nozzle position can all be individually adjusted. Feeling clean and fresh, the next stage is the warm, drying air.

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Q&A

A hotel’s procurement process shouldn’t just be seen as an exercise in cost control. Quality matters too

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hotel is so much more than the fixtures and fittings but getting those right can help enormously not only for making guests feel at home but also in reducing the TCO and the individual life cycles of products. We speak to three procurement experts from three very different hotels to get the inside track on expenditure.

HBME: How many regular suppliers do you have?

Russell Sharpe: We have an

approximate of 100 suppliers on board at Citymax.

Ram Chhetri Khadka: We have more than 300 suppliers for the hotel.

Nehme Darwish: We have 30 to 40 regular suppliers that we deal with at Eastern Mangroves Hotel & Spa by Anantara. We have been dealing with the same suppliers since the opening of our other properties: Qasr Al Sarab Desert Resort by Anantara and Desert Islands Resort & Spa by Anantara.

HBME: What are the hardest products to

PROCUREMENT PANEL

Russell Sharpe, COO, Citymax Sharpe oversees Citymax’s portfolio of over 1,200 rooms in the UAE and has over 30 years experience in the hospitality industry in the MENA region.

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Ram Chhetri Khadka, Material Cost Controller, Le Meridien Dubai Khadka has worked with the Le Meridien Dubai for the last 14 years, after moving from working in hotels in Nepal.

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Nehme Darwish, Hotel Manager, Eastern Mangroves by Anantara Darwish has been with the Anantara group in the UAE since 2009 where he joined as F&B manager.

source at your hotel?

RS: Engineering spares are probably the most difficult to source. The majority of our kitchen equipment or operating equipment is from international brands and it is difficult to find them from the local market.

RCK: Dubai relies heavily on outsourced goods. With the way the hospitality industry has evolved, suppliers are constantly knocking on the door to provide better service and products. To date we have not faced any issues in being unable to source or difficulty in sourcing especially as Dubai is the Middle East hub in procuring so all essential quality products that are readily available given adequate lead time.

ND: Our authentic Thai restaurant, Pachaylen requires real Thai ingredients imported directly from Thailand, these ingredients can sometimes be difficult to source, especially as we are always looking for the best quality produce.

HBME: How important to a hotel’s success is effective procurement?

RS: Effective procurement is very important as it plays a key role in guest satisfaction by arranging for materials on time and in compliance with company approved quality standards.

RCK: Consistency in providing

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Q&A

high quality services and facilities play a major factor and effective procurement will make sure we deliver our promise. Le Méridien Dubai is amongst the leading institutions of the F&B industry in Dubai and as such the timely procurement of a quality product at all times is imperative.

Effective procurement is the backbone of every hotel’s success. You can have the best sales and operation team but if you don’t have the product then the best teams under perform.

ND: It’s very important; all our Anantara properties rely heavily on effective procurement.

are increasing by the day and quality is something which is a priority for them to survive in this industry.

ND: It is not too difficult because we deal with certain suppliers who have very good quality furniture and other supplies. Quality is something we never compromise on. As such, we value the relationships we have with our suppliers who are equally committed to delivering to us the highest quality.

HBME: What are the biggest challenges to end of life for furniture and fittings?

RS: This brings to mind a note

usage of plastic. The plastics have to be bio-plastics; wherein the decomposing time is minimal. Also, we are striving towards eco-friendly, recycled packing

emphasis in being environmentally friendly and encouraging procurement of items that are sustainable – this is especially pertinent in the procurement of paper supplies, our service contracts, and consumption and recycling of water and housekeeping departments.

ND: At Eastern Mangroves Hotel & Spa by Anantara, we only deal with suppliers with the Green Globe Certificate. We also deal with HACCP (Hazard Analysis and Critical Control Point) and EHSMS (Environment, Health and Safety Management System) as standard

ES AND

FIT TIN

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HBME: Do these do enough?

RS: When it comes to working towards

FIX TUR

of caution issued by most of our grandmothers; to think twice before disposing of any item, as it might come in handy sometime in the future.

Thus, the biggest challenge for us relating to furniture and fittings is similar - it is the decision of when to consider items for disposal.

RCK: Reusing and recycling of used furniture continues to be a priority.

ND: The biggest challenge is the weather. Due to the heat in the summer, the weather becomes the worst enemy for outdoor furniture which sometimes leads to an early end life cycle.

HBME: What sustainability or environmentally friendly guidelines do you have for procurement?

RS: We have stringent guidelines on the

material and stationery.

RCK: Le Méridien Dubai places great

OUTDOOR FURNITURE PAPER

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HBME: How long a life cycle does your furniture need to have?

RS: Our furniture tends to have a lifespan of not more than five-eight years.

RCK: Depending on the usage of the furniture the period will vary from four to five years.

ND: An average life cycle for hotel furniture is around five years.

HBME: Is consistent and high quality hard to find in this region?

RS: Yes, it is a challenge to find good quality items, in the region, especially with furniture.

RCK: As earlier mentioned, suppliers

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Q&A

an eco-friendly world, nothing is quite enough. In fact our constant endeavour is to upgrade ourselves by looking for more environment friendly products to save the environment.

ND: Once we become Green Globe Certified, which we are in the process of acquiring, then it will definitely be a huge step forward.

and credibility in the market gives the suppliers a safety net to offer a 30 to 45 days credit facility.

ND: Fortunately, we don’t really face any challenges.

HBME: For furniture do you have a removal and reimbursement process in place?

RS: Since our hotels are relatively new

done in-house. However during the pre-opening time we did have a consultant for all the procurements made for the hotel.

RSK: Le Méridien Dubai has a strong procurement department with 33 years of experience in the trade and our Management Information Systems are always a benchmark for best procurement practices ND: All of our procurement is handled in house.

in the industry, just over two years old, we have not formalised on a concrete removal and reimbursement process.

However in due course of time, we will have one in place.

RSK: Yes, Le Méridien Dubai has a repair and replacement policy for all its movable furniture and assets.

ND: Yes, we have selected suppliers who we work with for the removal and reimbursement process.

HBME: What is the biggest challenge over negotiating payment terms?

RS: Though Dubai is a global market, branded products are still with few select distributors; this in turn leads to the creation of a sellers’ market.

It is thus difficult to negotiate with payment terms in such a scenario.

RSK: Le Méridien Dubai’s longevity

It is preferable to source wooden furniture from Far East, contemporary-looking furniture from Europe & USA and customised furniture is typically designed locally Russell Sharpe, Citymax hotels

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OCTOBER 2012

HBME: Do you do all procurement in house, or do you use a consultant for anything? If so, who?

RS: We now have all our procurement

HBME: When choosing furniture, what region do you buy from – or do you consider brands from the whole world?

RS: The decision of what furniture and where it is sourced from depends majorly on the type, look, feel and the quality of the product that one is looking for. For instance, it is preferable to source wooden furniture from the Far East, contemporarylooking furniture from Europe and the USA and customised furniture is typically designed locally.

RSK: We consider brands from the whole world and we identify the best supplier in terms of quality and pricing and it all depends on a particular item.

ND: Our choice of furniture represents Anantara’s philosophy of reflecting and complimenting the style of the property. For example, the recently opened Eastern Mangroves Hotel & Spa by Anantara, is authentic yet modern. Therefore, we consider the design of the furniture first and foremost and how it compliments each unique property.

HBME: How closely do you work with the interior design team?

RS: We have an in-house interior

design team, whom we work very closely with. It is imperative that the procurement team understands the concept of the interior designer, for them to purchase the right product in the budget allocated to them. Thus their relationship is a close knit one.

RSK: Le Méridien Dubai has an in house interior design team who accounts to constantly improving products at the time of major procurement decisions.We work closely with all departments so if there is a refurbishment or interior design job, once the items are identified, we get involved in the confirmations of the order rather than the sourcing.

ND: As operators, we work very closely with the interior designers,

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Q&A

5

YEARS IS THE AVERAGE LIFE CYCLE OF HOTEL FURNITURE

to bring software and hardware to the hotel, because they understand our vision. It is very important when it comes to design, that it reflects the Anantara vision.

design and price to the ultimate decision makers.

ND: The delivery dates. Unfortunately in our business we have learnt that we cannot always rely on the delivery dates given to us.

HBME: What are the biggest challenges in procurement when opening a new hotel or overseeing a refurbishment?

RS: There are very few options when

HBME: How does the Middle East compare in this to other regions?

RS: Middle East’s supply chain is

it comes to reputed suppliers in the market today. This kind of a market, in turn, restricts cost efficiency.

RSK: The biggest challenge for any procurement team is getting a holistic understanding of the vision and goal and translating this into a reality by making available a large array of options both in terms of quality,

stronger since it’s a transport and trans-shipment hub. Also the Middle East has the advantage of having a high frequency of vessels and good connectivity with other countries.

RSK: Unlike most other countries, the Middle East relies heavily on all goods being outsourced (imported) which means quality control is dependent

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on the local distributor or supplier as you can’t physically inspect your goods until they arrive.

ND: Our choice as operators who have been established in the Middle East for five years, ensures that we choose the right suppliers with enough power to set up supply chains with our hotels. We are very lucky in the Middle East being in such a central location for global suppliers, most of the companies we deal with have established logistics in place to make our purchasing processes seamless. We have many advantages in this region over others, the number one being that many international companies are prepared to be flexible in order to enter this market.

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Q&A

HBME: Has new technology or more sophisticated systems made life easier?

RS: Absolutely. Whether it is online data availability or tracking of consignments or even virtual designs, new technology has definitely made life simpler and faster.

RSK: With the advent of the web in the last decade information is now available at our finger tips and the world has become a big global market place and simply a click away.

ND: With new technology and systems in place, our jobs have definitely been simplified.

HBME: What programmes, initiatives or technologies would your ideal sustainable hotel of the future employ?

RS: We at Citymax hotels follow best practices in energy conservation by bringing down operation costs, thereby passing on the cost benefit to our customers. For instance in the past 12 months we have lowered power consumption cost, through the usage of auto-switch off light sensors, by 30 per cent. These initiatives along with green building norms will help us follow a cost model that will also be sustainable in

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OCTOBER 2012

Quality is something we never compromise on. As such, we value the relationships we have with our suppliers who are equally committed to delivering the highest quality Ram Chhetri Khadka, Le Méridien Dubai the future for our brand.

RSK: Le Méridien Dubai prides itself in having sustainability programmes all across the hotel. All efforts are made to be environmentally friendly especially as Le Méridien Dubai was the first hotel to get an ISO 14000 certification.

ND: With the new system in place, FMC, went paperless. The system is like your own personal assistant. It receives the information, combines it for you and then presents it in order for you to make a decision.

HBME: What would make your job in procurement easier?

RSK: The procurement division is the backbone of a hotel’s operation and constant market updates on new products and suppliers around the world will enable us to make better long term decisions.

ND: One initiative we would like to see the use of something like the Rain Forest Alliance, which can enable hotels to attract or use suppliers that put sustainability programmes in place.

HBME: Do hotels in different regions have different priority criteria?

RS: Yes, every region bases its criteria on the customer’s requirement, the demographics of the hotel and the region it is located at.

ND: We have seen other regions embracing advanced initiatives, such as Corporate Social Responsibility

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Abve and below: The new signage shines bright at Radisson Blu Doha; the hotel’s contemporay bedroom

THE FUTURE IS BLU...

Just nine weeks ago, the award-winning Ramada Plaza Doha was rebranded as a Radisson Blu hotel. We speak to Gordon MacKenzie, its long-standing GM about what the future holds for Doha’s largest hotel

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ith a turnover of QR280m and 20 F&B outlets, the Radisson Blu Doha, has been a fixture on Doha’s hospitality scene for the last 33 years.

Gordon MacKenzie has been General Manager at the 583 key property since 1989, making him invaluable for his

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OCTOBER 2012

local experience and understanding of the Qatar market.

“Doha has changed dramatically and everyone asks if it will be another Dubai. I don’t think it ever will be, Doha has many local traditions and customs which it values in its ethics. As Doha is mainly a business destination its hotels are geared up accordingly; like ourselves, we have 14 conference and meeting rooms,” he explains.

Doha is going through a period of great change, so perhaps now is the perfect time for his hotel to update its operators. It wasn’t a decision that anyone took lightly, “In conjunction with his Excellency,

Sheikh Ghanem Bin Ali Al Thani, we deliberated over the possibilities of using different operators. After exciting and successful meetings with both Rezidor’s President and CEO, Mr Kurt Ritter, and his Regional Business Development team, we settled on the best possible outcome,” MacKenzie says.

It is a decision he is already seeing a benefit from, “We are seeing an increase in referred business into the hotel and of course, an increase in average rates.

Now that we have joined the CarlsonRezidor Hotel group we can already see new guests arriving at the hotel thorugh its loyalty programme, ‘Club

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IN NUMBERS

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NEW HOTEL ROOMS

Carlson’ and of course those who value the Radisson Blu hotel chain worldwide, where they can expect great service, reliable service concepts and amazing facilities time and time again.”

Under his long term management, MacKenzie has seen the hotel’s turnover has risen from QR13 to QR280m last year, and part of his success has been not to sit on his laurels or his awards success. The large property has seen impressive expansions in 2007 and is currently undergoing a $22m refurbishment of its 324 west wing rooms.

“We are always growing and looking at ways to increase our revenues as well as improve our customer service through the Raedisson Blu ‘Yes I Can’ service culture. With this in mind we are looking to refurbish some of our F&B outlets as well as leisure facilities over the next few years. Of course, our target market is to breach that QR300m mark.”

The hotel currently sees an annual average occupancy of 65 per cent, with 70 per cent of its guests coming from non GCC markets and staying for business. 25 per cent of guests are GCC while just five per cent are local. And with Doha’s surge in hotel construction continuing, repeat business and loyal consumers will play a more important part in the property’s future. MacKenzie explains, “Looking at our competitive set over the last year, we can see trends where both occupancy and ADR is dropping slightly year on year due to the current economic trends overseas. Doha’s market is predominantly the business traveller, with a smaller percentage of tourism. Having said that we are predicting 2013 to be a very positive year. So many properties are stating to be announced with the 2022 World Cup finals approaching.”

To keep its market position, slightly above competitor properites, MacKenzie is well into his most recent refurbishments which will finish in Q1 2013.

“Our new rooms will feature the

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GM INTERVIEW

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METTING AND EVENTS SUITES

We are seeing an increase in referred business ...and of course, an increase in average rates Gordon Mackenzie Clockwise from top: Pier 12; the outdoor pool; renderings of the new style bedrooms; new business class lounge; Gordon Mackenzie.

latest technologies with universal sockets, a media hub linked to a 40 inch LED TV, king size beds and a new bathroom layout incorporating a seperate walk in shower. We will also be upgrading and renovating our All Day Dining concept in 2013.”

Having seen his property expand and refresh over the last 23 years, he has solid recommendations for GMs, also looking to update and upgrade, “From the start you must create at least four Mock Up Rooms (MUR) on the property. Test and occupy these vigorously with your team as well as having your regular guests stay overnight both from a male and female perspective and obtain their feedback. Where possible install the latest technologies and look at your energy saving devices.”

Not one to ever rest easy, next year MacKenzie’s focus will fall to the hotel’s much loved F&B outlets to make sure they’re as fresh in the as they were when launched, “We will look at our F&B offerings and revamp these to offer new concepts. It is one of the key strengths that Radisson Blu Doha continues to revitalise and reassess our product offered to the customer as well as setting new trends into the market place,” he explains.

“We try to engage the expat communities in our F&B products, whether that be running special offers or introducing special themed menus.

We provide great food, great beverage options and great service, which is always kept up to date and finally, it is affordable, giving great value for money”

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Telepresence: A new view on business

Hotel chains in the region are turning to their telecoms operator for in-hotel telepresence suites that offer business guests a unique opportunity to conduct effective international video conferencing meetings from the comfort of their hotel. These solutions are set to boost the personal and business productivity of hotel guests, and open up an untapped revenue stream for hoteliers.

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TRENDS

Trend watch: October 2012 The latest products, launches and services to make a difference to your business 60

Product Watch

62

Human Resources

64

F&B

66

CSR

68

Front of House

This month’s must haves include a Swedish tipi.

Dusit Thani leads the way with innovative Emiratisation.

We round up the Q4 new restaurants about to open.

Carlson-Rezidor’s Box Appeal helps the poor and the brand.

How do news services compete with today’s gadgets?

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66

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HOSPITALITY BUSINESS MIDDLE EAST / 59

TRENDS / PRODUCT WATCH

Product watch The world’s most useful and innovative new designs, delivered to you, every month

VILLEROY & BOCH The New Wave collection is redefining itself. The previous New Wave swell reminiscent of a flag waving in the wind has been taken a step further, with a fresh dash of esprit. The result? It’s now boldly untwisted, the wave has been transposed to the round format. New Wave is made from premium porcelain, and is dishwasher and microwave safe. Cutlery and glassware collections are also available to match. villeroy-boch.com

MEET U® TABLE SYSTEM The Meet U Table System from Burgess in the UK has been two years in the making and includes simple features to allow for agile working and to accommodate modern technology needs.

Carefully designed with the user in mind, a variety

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of top shapes including rectangles, squares, triangles and quadrants that link together, minimising the number of table legs, to form the perfect layout for any meeting room environment. burgessfurniture.com

ELEMENTAL HERBOLOGY Luxury Hotel Cosmetics have added an award winning skincare and spa brand to its portfolio.

Elemental Herbology combines the finest grade bio-active ingredients with pure essential oils to offer an out of this world guest experience. The products are 100 per cent free from sulphates, parabens, mineral oils and synthetic fragrances and can revive tired travellers and restore harmony. luxuryhotelscosmetics.com

cpidubai.com

PRODUCT WATCH / TRENDS

BEST OF THE REST

P.J. BRIDGMAN & CO

SWEDISH TIPIS Want something different to the traditional Majlis? How about a Swedish tipi? Canvas & Wood’s Swedish tipis can be used for events as varied as corporate hospitality or weddings. Made in Sweden from all natural materials, they are the same as those used by Prince William and Kate Middleton for an intimate New Year’s Eve gathering. The brand have seen great response so far in the Middle East, so be prepared to see more tipis amongst Dubai’s skyscrapers. canvas-and-wood.com

For quality woven furniture, P.J. Bridgman & Co have been extremely popular amongst Dubai’s hotels, because of the long lasting quality of its products. They feature the Hularo® weave, the best of the market as it’s resistant to high temperatures, chlorine, won’t split or fade.

Bridgman’s furniture will look good, be comfortable and last for years, even in the harsh climate of the UAE. Ranges come with Dining, Sunbathing and Lounging options, with matching tables available. bridgman.co.uk

IMAGILIGHTS Lifestyle brand distributor, Desert River, has signed an exclusive deal to supply the region with Imagilights, Belgian-made, funky, cordless LED lights. The multi-coloured lights are unbreakable, have no metal parts that can rust and come in a

range of sizes and shapes, so are suitable for both indoor and outdoor. Imagilights gives hoteliers multiple fresh lighting concepts, to really make venues stand out from the crowd. desertriver.com

MERIDIANI BELMONDO

Meridiani’s new Belmondo collection brings us armchairs, sofas and ottomans with removable covers and nondeformable polyurethane padding to the fore. The seat cushions also feature reinforced feathers for extra comfort. You can even specify ‘soft’ or ‘firm’ seat cushions when you place an order. The collection is available in fabric and in leather. meridian.it

cpidubai.com

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TRENDS / HUMAN RESOURCES

Sawasadee success!

With four new Emirati staff members, the Dusit Thani Dubai is leading the way in Emiratisation. We talk to Mike Audrain about its DTCM-supported, Sawadee programme

A

ugust saw the five star hotel recruit four Emiratis, to join its existing three local staff in departments including Finance, Sales & Marketing and F&B. Mike Audrain, Director of Human Resources, tells us more.

HBME: What’s the Sawadee programme?

Mike Audrain: The focus of this programme has been to add value for UAE nationals, helping them to develop within their chosen careers and to help them to align to the opportunities provided at Dusit Thani Dubai. The Sawadee programme offers UAE nationals the chance to learn by applying theory to working conditions and prepare them for key positions within a reasonable time. UAE

nationals that are identified as having leadership skills and the desire to grow within Dusit Hotel and Resorts group will be required to complete an intensive 12 month programme.

HBME: Why has the Dusit Thani Dubai been so successful in recruiting nationals?

MA: As a hotel we have partnered with a number of schools and colleges in Dubai, including the Dubai Women’s College. We have also been working very closely with DTCM and built a very good relationship with them.

Our managers regularly attend their workshops to create awareness on how they can lead the incoming UAE nationals. At their Star Programme Graduation we were able to recruit a number of our UAE national

What appeals to our Emiratis is our Thai culture, our IIP certification, as well as the expansion of the company is undergoing over the next few years MIke Audrain, Director of Human Resources

Emirati employees speak…

“I have been interviewed by all the local hotel chain groups.

Among all these hotels I chose Dusit Thani Dubai because I found them really friendly and highly professional and also I would like to mention that IIP programe also attracted me for further development.”

colleagues. When we asked our UAE nationals as to why they joined us, the majority say that our IIP Certification played a large part in their decision.

HBME: What is the IIP programme?

MA: The IIP Programme provides a benchmark for organisations of all sizes to assess whether they have in place the key elements which form the basis of business development and success. The standard is a rigorous one and requires organisations to show that they are committed to developing all their people to achieve business objectives, plan how the skills of individuals and teams can be developed to achieve these goals, take action to deliver effective training for new and existing employees and evaluate the effectiveness of their investment in training – in terms of its effect on individual teams and the achievement of business results.

HBME: What are some of the challenges to overcome when recruiting nationals?

MA: One of the challenges that

Saif Matar Abdullah Saif, Chef

hoteliers face when recruiting UAE nationals is when it comes to the salary. The hospitality industry is known not to be as high as if you were working for the government. To counteract this and create interest we explained to prospective applicants about the possible development plans and opportunities working with us would provide.

“Dusit Thani Dubai is different from other hotels. It’s something new for me but I really like it, people are very friendly and supportive.”

HBME: What departments within a hotel have been most popular amongst locals looking to enter the hospitality industry?

MA: At first, we noticed a large number

Diana Jan, Accounts Specialist

“I chose Dusit Thani Dubai because I have been to other hotels and none of them are as friendly and family like. I am working in the kitchen because I would like to have a wide experience in the culinary field and know how to prepare the different types of cuisines and hence be unique.”

Maryam Khalifa, Events Sales Executive

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interested in Security, however with the STAR Programme, it has opened their eyes to other areas. We have

cpidubai.com

HUMAN RESOURCES / TRENDS

Emirati recruits at the Dusit Thani Dubai

now two UAE nationals under Sales & Marketing which is really a unique thing too. The most interesting position that we created was for our first UAE national who is working in the kitchen. He actually chose that and was so excited in joining us.

HBME: What does the Dusit chain offer that is appealing to Emiratis?

MA: We have found that what appeals

cpidubai.com

HBME: How can other hotels learn from this?

MA: One key learning point that I

to our Emirati colleagues is our Thai culture, our IIP certification, as well as the expansion of the company which will be taking place over the next few years. On top of this, when speaking to our UAE nationals who have joined us they have all commented on how friendly our colleagues and managers are and that they can see career advancement within the hotel.

believe would help other hotels is creating a more structured UAE National Programme. The hospitality industry will always be challenged by the salary level, however if we give UAE nationals a structured programme that can lead to detailed development plans – this will attract and retain talent.

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TORI NO SU, JUMEIRAH EMIRATES TOWERS Contemporary Japanese cuisine has a new home at Jumeirah Emirates Towers in Abu Dhabi, and it includes a Teppanyaki counter, Robatayaki area, sushi bar, beverage bar and more. Headed up by a kaiseki-trained chef, the restaurant will offer an ‘omakase’ course, a bespoke menu of the day’s best dishes as well as its a la carte offerings. The restaurant can be accessed off the lobby or through a separate entrance.

Executive Chef: Chef Ando Covers: 130

Rolling out the restaurants Q4 will see a whole raft of new F&B outlets opening their doors, we’ve rounded up the main contenders

LATEST RECIPE, LE MERIDIEN MINA SEYAHI BEST RESORT The revamped Le Meridien Mina Seyahi will open an all day dining restaurant, Latest Recipe. With an international buffet for breakfast and a la carte menu for lunch and dinner, the stylish and contemporary space will also have a large terrace.

Chef de Cuisine: Stephane Buchholzer Covers: 90 inside / 80 on the terrace

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OCTOBER 2012

LI-JIANG, RITZ-CARLTON, ABU DHABI

PIRI PIRI, FOUR POINTS BY SHERATON

One of the hotel’s signature dining experiences, Li-Jiang was designed

by Super Potato from Japan and brings to life the cuisine of Southeast Asia with an open kitchen and interactive cooking displays, under the watchful eye of master Chef Sam Teck You Peong.

Chef de Cuisine: Sam Teck You Peong Covers: 108

Piri Piri will debut Portuguese cuisine with plenty of stylish and innovative seafood dishes in this new eaterie at the Four Points by Sheraton in Bur Dubai. Chef Luis’s home-styled cooking and intimate, warm ambience aims to bring to life a touch of the Algarve in Dubai.

Chef de Cuisine: Luis Salgueiro Covers: 120 indoor and outdoor

cpidubai.com

FOOD & BEVERAGE / TRENDS

Also revamping... t 5IF 5FSSBDF "M Badia Golf Club t ,FNQJOTLJ .BMM of the Emirates t 5SBJUFVS 1BSL Hyatt t 'JSF *DF 3BõFT t -POH :JO -F Meridien Dubai t "TQFO ,FNQJOTLJ Mall of the Emirates

LA MER, SOFITEL ABU DHABI

FREVO, THE FAIRMONT, THE PALM

Elegant seafood dining comes to the capital with La Mer. The fine dining operation will serve the freshest local seafood, with a twist of modern French cooking. Offers include Prawn Night with a set menu or the monthly Seafood Night with a tasty buffet. It will also serve an a la carte business lunch menu.

Executive Chef: Matthew Bilinski Covers: 44

Bringing the authentic Brazilian Churrascaria experience to Dubai, Frevo will sizzle when over 15 different cuts of meat are brought to guests’ table on skewers. The restaurant will have the largest collection of cachaça and specialise in South American cocktails. The Brazilian theme will also be reflected with live music.

Executive Chef: Chef John Cordeaux

Covers: TBC

RHODES 44, ST REGIS ABU DHABI

TOMO, RAFFLES

Gary Rhodes’ first dining outlet in Abu Dhabi will take pride of place at St Regis Abu Dhabi. The all day dining restaurant will have a terrace, private dining room for 25 and a café, Café 44. The a la carte menu will combine Arabic and European flavours, there will be a set menu and business lunch.

Executive Chef: Paul Laupton Covers: 110 inside / 100 outside

Raffles are turning Japanese with a restaurant change. What was Noble House will now be TOMO, an authentic Japanese from Takahashi, operators who were at Khaleej Palace.

The restaurant will include a sushi bar and serve breakfast, lunch and dinner, with traditional Japanese dishes.

Executive Chef: Chef Takahahsi Covers: 120 inside / 80 outside

RANG MAHAL, JW MARRIOTT MARQUIS Bringing a new taste sensation to the world of fine dining Indian cuisine is Rang Mahal by Atul Kochhar.

The Michelin-starred chef will fuse modern flavours with traditional cooking methods, in a stylish and modern venue, on the fourth floor of the Dubai’s tallest hotel.

Executive Chef: Atul Kochhar Covers: 167

cpidubai.com

Jumeirah Restaurants roll out international expansion Home grown brands Urbano and the noodle house are set to take the rest of the world by storm over the next few months. Italian restaurant Urbano will open in Kuwait, Bahrain, Oman and Turkey. Thenoodlehouse will expand to open new outlets in Russia, Lebanon, Great Britain, Morocco and Bahrain.

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TRENDS / CSR

A helping hand

environmental policy in 1989. Our Responsible Business programme consists of three main pillars: guarantee the health and safety of our guests and employees; respect for social and ethical issues and minimise our environmental footprint.

Throughout the year our hotels participate in a range of activities from blood donations and beach cleaning, to planting trees. All of this accumulates in one dedicated month each September called Rezidor’s Responsible Business Action Month.

Carlson-Rezidor prove CSR aids both the local communities and its own company morale

C

arlson-Rezidor are in the midst of their fifth Box Appeal, an international charity drive aimed at providing provisions for labourers. The hotel group is known for its strong emphasis on CSR and has been voted one of the Most Ethical Companies by the Ethisphere Institute.

Mark Willis, Area Vice President, Middle East and Sub Saharan Africa, explains how a strong ethical focus improves his business.

HBME: What’s the main drive behind the Box Appeal?

Mark Willis: The Box Appeal was originally created in 2008 by our Radisson Blu Hotel in Dubai, Media City as part of our annual Responsible Business Action Month, over the last five years it has steadily grown. Now all nine hotels in the UAE join in as well as our Radisson Blu hotels in Cairo and Bahrain. The Box Appeal’s primary objective is to give back to the surrounding community, to those less privileged then ourselves.

HBME: How does engaging in charity

HBME: What do the most successful CSR policies have in common?

MW: From my experience, initiatives which are simple to implement and take part in are the most successful.

Using The Box Appeal as an example, it’s easy to take part if you want to donate one box or a 1,000. The cost implications are pretty low to the individual but it’s also something large groups or whole companies can take part in, building a unique sense of community spirit.

drives affect your reputation and overall staff morale?

MW: It’s a great way to bring our hotels together; the campaign takes a lot of team work, from the delivery to the packing of boxes. They spend two months visiting schools, churches and so on, to drum up support; they spend their free time in supermarkets encouraging people to take part. In 2011 we collected over 10,000 boxes and hope to do so again in 2012!

HBME: How does an activity like this fit into your larger CSR policies?

MW: Taking responsibility for the environment and local community has been an important part of our development since our first

As a responsible business you have to give back to the community, it helps build a stronger relationship and brand awareness

Mark Willis, Area Vice President

66 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

HBME: Does CSR aid staff retention?

MW: Yes it does, as our CSR initiatives aren’t just aimed at the environment and our surrounding community. One whole section is dedicated to everyone who works at Rezidor Hotel Group.

The staff benefit from feeling part of something and working in a respectful safe environment but they also physically benefit from No Smoking Days, to fresh, healthy food being served in the staff canteen.

HBME: Why is it important to involve hotels in their local communities?

MW: Every company should be involved with its wider community. As a responsible business you have to give back to the community, it helps build a stronger relationship and brand awareness with your local community who are potential guests and it builds the local economy. By looking after the local community and environment you are securing a brighter future for your company.

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TRENDS / FOH

Read all about it How does a traditional news service compete with today’s technology?

T

he days of leisurely reading a paper over breakfast are becoming fewer and fewer as business people and leisure travellers check in with their own technology and content platforms.

Roy Court, Head of Hotels & Leisure, Headland Media, a global news service for the hospitality industry, tells us the future lies in adapting.

their guests news from home in their own language.

HBME: How important to your business is the Middle East market?

RC: The Middle East is a very important market due to the vast number of nationalities arriving from all over the world.

HBME: Can you give a brief outline of the services you supply to the Middle East?

Roy Court: Headland Media provide

HBME: In a market where most guests have smart phones or tablets, how do you keep your service relevant and attractive?

RC: In an electronic world, Headland

daily news via email, which is then printed out, so that hotels can give

Media have to stay one step ahead of the game and provide our news in all

Our main challenge has been creating the right mix between technology driven apps without removing the essence of a real paper Roy Court, Head of Hotels & Leisure, Headland Media

media forms but we have found the majority of our end readers still prefer to have a newspaper in printed form and at breakfast time.

HBME: Can you tell me about your news app service?

RC: The iPhone/iPad app allows guests to read the news, on the go. Each hotel has the ability to give their guests permanent or time specific access to seven editions including UK, US, Latin America, Australian, Spanish, Canadian and an International edition in English.

HBME: What challenges has going digital had for you?

RC: Our main challenge has been creating the right mix between technology driven apps without removing the essence of a real paper.

HBME: Does the type of news content you supply vary between region?

RC: Our content varies between regions (currently 22) because the news is created from those regions and not translated. But of course a world story is still likely to take up the front page.

HBME: Who are your biggest hotel clients?

RC: Headland Media provides its service to most of the world’s hotel chains but Accor is the world leader in providing its guests with free daily news, in their own language.

HBME: What’s the added value to a hotel chain in using your service?

RC: Headland Media help hotels around the world offer a value added service as a standard to the hotel guests. In addition, we can advertise their in-house services to all hotels on the same day.

HBME: What makes your company unique?

RC: Headland Media are unique because they provide each hotel the means to brand their daily newspapers with their logo and hotel name as well as promote their in-house activities through a newspaper that they know their guests are reading.

68 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

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OCTOBER 2012

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OCTOBER 2012

HOSPITALITY BUSINESS MIDDLE EAST / 71

COMMENT

In search of new markets Hala Matar Choufany, MD at HVS Dubai reports back on the last decade of arrivals into Dubai, chartering a sea change from relying on traditional sources to new Far East and Asian feeder markets

D

ubai’s hotel infrastructure and tourism growth potential has been the centre of discussion for many years and despite the negative sentiment that manifested in the recent past, the success stories outweigh the inevitable mistakes of any developing city. Dubai has been successful in marketing itself as a destination of choice in the Middle East for tourism and commerce.

Passenger traffic at Dubai International Airport (DIA) showed a steady increase between 2000 and 2011, registering a healthy compound annual growth over this period of 15.2 per cent. In 2011, total passenger movements were reported to have increased by approximately 8 per cent when compared to 2010, surpassing New York’s John F. Kennedy International Airport for the second time. DIA authorities reported roughly 51 million total passenger movements in 2011, a feat that had not been accomplished since the airport’s inception. While the airport ranked 13th globally in terms of total passenger movements in 2010 and 2011, year-to-date figures for 2012 indicate that DIA is ranked 8th globally in terms of total passenger movements, solidifying the airport’s position as a major player. The Year to July 2012 figure shows growth of 16 per cent when compared to the same period in 2011.

Right: Dubai’s International Airport has seen arrivals from many new countries’ tourists

72 / HOSPITALITY BUSINESS MIDDLE EAST

OCTOBER 2012

Dubai hotel guest arrivals between 2002 and 2011 increased by 180 per cent while accommodated room nights increased by more than 260 per cent. When figures indicate the incomparable growth Dubai has achieved.

2002-2011 An analysis of changes in accommodated room nights by source of visitation reveals the following increases in the key markets since 2002 and up to 2011.

Australasia & Pacific increased by 228 per cent, Americas by 194 per cent, UAE by 149 per cent, Asia by 108 per cent, Europe by 94 per cent, and Africa by 84 per cent.

Total growth for all markets between 2002 and 2011 averaged 91 per cent.

Specifically, visitors from China increased by 865 per cent, from 20,000 to 194,000, Singapore (+518 per cent) from 6,000 to 36,000, India (+134 per cent) from 300,000 to 700,000, Sri Lanka (+245 per cent) from 9,000 to 33,000, USA (+345 per cent) from 104,000 to 463,000, UAE (+149 per cent) from 389,000 to 967,000, Australia (+200 per cent) from 59,000 to 180,000, Russia/ CIS/Baltics (+98 per cent) from 258,000 to 511,000 and UK (44 per cent) from 447,000 to 643,000. Although visitors from Taiwan and Indonesia increased by more than 2000 per cent and from Afghanistan by 1000 per cent, those

markets contribution to the total remains insignificant.

2008-2011 Total growth in accommodated room nights in Dubai between 2008 and 2011 was 21 per cent. In 2011, excluding the UAE, accommodated room nights from Asia, Europe and Other AGCC/Arab accounted for 27 per cent-29 per cent of total visitation each, followed by USA at six per cent.

The most significant growth between 2010 and 2011 was in the UAE segment which grew at 121 per cent, Other GCC (91 per cent), Asia (20 per cent), Other Arab (16 per cent) Africa (+12 per cent).

Australasia and Pacific dropped by eight per cent, while USA and Europe segments decreased by seven per cent.

An analysis into the growth of the key feeder markets between 2008 and 2011 reveals a strong positive growth from China (100 per cent), UAE (121 per cent) and India (42 per cent), a negative drop from Europe (-eight per cent) driven largely by a drop from the UK, Belgium and France markets, and stagnation from USA and Russia/CIS/ Baltics.

Dubai has adopted a long-term development strategy aimed at diversification of its economy and has succeeded in becoming the financial, logistical and leisure centre of the region.

Dubai has been constantly under the spotlight of the press and international interest for its incredible developments, luxury shopping, one-of-a-kind leisure facilities, good service and safe and stable government. The outlook remains positive, given the brand name that the destination has created for itself and continues to constantly promote.

Hala Matar Choufany is Managing Director of hospitality consultancy and valutation firm, HVS Dubai.

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