The Hotel Show Official Daily News - Day 2

TODAY at the show Vision Conference News annoncement from DTCM as His Excellency Helal Almarri is interviewed by Hospitality Business ME editor, Melanie Mingas, in the main conference theatre at 11.30am today

Terrorism and Security

The Show opens!

New Scotland Yard's Mark Moles on hotel security, Vision Conference theatre16.45

Record breaking Hotel Show 2013 opens at Dubai World Trade Centre

BY DAVE REEDER The Hotel Show 2013 was officially opened yesterday by H.H. Sheikh Ahmed bin Saeed Al Maktoum, President of Department of Civil Aviation, CEO and Chairman of The Emirates Airlines and Group, Chairman of Dubai Airports.

He then toured the show at DWTC, the 14th edition of the popular show and conference, which this year, has attracted industry professionals from almost 100 countries throughout the Middle East,

Levant, North Africa region and beyond.

“We are delighted that HH Sheikh Ahmed bin Saeed Al Maktoum has given his support to The Hotel Show,” said Christine Davidson, Event Director.

"This year we have an especially strong Vision Conference as well as a record number of exhibitors, reflecting the region’s booming hospitality business.”

The show and conference run until September 30 2013.

Above: H.H. Sheikh Ahmed bin Saeed Al Maktoum, President of Department of Civil Aviation, CEO and Chairman of The Emirates Airlines and Group, Chairman of Dubai Airports, opens the show

Falconry used to tackle JBR bird problem Humane solution for nuisance crows

BY MELANIE MINGAS Hotels on Dubai’s popular JBR strip are using falconry to combat the area’s problem crows.

Rentokil GM James Nicholson, says scaring the crows by introducing a bigger bird to protect hotels' outdoor areas, is proving popular with

almost every 5-star in the neighbourhood. It's the only solution to a difficult problem as every bird species apart from the feral pigeon is protected in the UAE. “From JBR to Satwa there is a massive bird continues on page 3 problem, for the hotels and

INSIDE this edition

16 Dubai's new hotel classification system in full 20 Exclusive interview: Vision Conference sponsors TRANE 24 Essential insight on Gen Y and talent retention Published by

A publication produced for dmg :: events © Copyright 2013 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.

SEPTEMBER 29 - 2013 THE HOTEL SHOW

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DAY 02 / THE HOTEL SHOW INDUSTRY NEWS continues from page 1 beaches. Almost all of the 5-star hotels there now use this as a solution and it’s one of our most popular business lines,” Nicholson commented.

Aside from birds, the company receives “70 – 80%” of its business from bedbug infestations, which Nicholson cautions should be dealt with earlier in the chain.

“Pest control is a case of reputation management. When it comes to problems like bedbugs it needs to be controlled at the staff accommodation, as many problems are transported, causing expenditure within the hotels themselves.”

Top 5 hotel pests Bedbugs Cockroaches Flies Rodents Cats

Rentokil launches is winter promotion on October 1 with 20% off its entire fly killer range.

Visit Rentokil, Hall 7 stand B196

Publisher Dominic De Sousa COO Nadeem Hood Editorial Department Dave Reeder, Editorial Director E: dave.reeder@@cpimediagroup.com Melanie Mingas, Senior Editor E: melanie.mingas@cpimediagroup.com Gary Wright, Editor E: gary.wright@cpimediagroup.com Karen Osman, Reporter Jaya Java, Reporter Sales & Advertising Department Vass Mafilas, Director of Sales E: vass.mafilas@cpimediagroup.com M: +971 (0) 55 887 0720 Chris Haill, Senior sales manager chris.haill@cpimediagroup.com M: +971 (0) 52 886 1059 Ankit Shukla, Sales Director E: ankit.shukla@cpimediagroup.com M: +971 (0) 55 257 2807

A four-poster for the 21st Century PRO TECH shows off new bed which offers the full multi media experience

BY GARY WRIGHT Everyone has heard of smart phones, but The Hotel Show has the launch of the smart bed.

PRO TECH chose The Hotel Show to launch the bed with a difference. The Q Theater offers a total multimedia experience in a beautifully crafted pod. “It’s a four-poster bed for the 21st century,” said one visitor.

“A year ago we launched a new division and we’ve designed this bed, which incorporates games consoles, television and the full mutimedia facilities,” said Ali Saadawi, PRO TECH's senior account manager for its Enterprise Solution Division.

The bed uses a projector above and behind the

heads of people in the bed to project onto a drop down screen at the foot. All of the multmedia boxes and feeds are out of sight. Ali said: “This was an ideal launch venue for the new bed.”

Prices start at AED120,000 with a super-kingsize mattress, but customers can choose the full specification from the type of mattress right through the choice and the selection of games consoles as well as Internet and Blu-Ray DVD feeds.

“We have already had a lot of interest from both hoteliers and individuals looking to install this one off product.”

Ajay Sharma, Senior Product Manager E: ajay.sharma@cpimediagroup.com M: +971 (0) 50 419 5067 Design and Production Department Chris Howlett, Art Editor E: chris.howlett@cpimediagroup.com Devprakash, Production Manager E: devaprakash@cpimediagroup.com Marketing & Distribution Rochelle Almeida rochelle.almeida@cpimediagroup.com Subscriptions www.cpievents.net/mag/magazine.php Printed by Emirates Printing Press LLC, Dubai, UAE

Visit PRO TECHnology at Stand 5 A110

ALEX KYRIAKIDIS Alex Kyriakidis, president and MD, Marriott International, MEA, on the Q2 global results, which saw a 25% net growth in income YoY and 10.6% increase in RevPAR across MEA. “When we started regional operations in 1980, we made a commitment to provide customers with exceptional stays, professional staff and exceptional operational and service standards. Our strategies, planning, investments, employing the best people and hard work have clearly paid off as RevPAR and occupancy figures continue to grow - we consistently deliver a quality and unforgettable travel experience to millions.”

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Philips to capitalise on Middle East demand Hospitality TV and Signage Solution divisions launch at The Hotel Show KAREN OSMAN “We know there is huge potential,” claims Wim De Geest, who oversees the region for Philips. “If Expo 2020 will proceed in the UAE, more and more hotels will come alive. Next to 2020, we see a growing market in Qatar with the World Cup that is coming up. We also see a growing market in Saudi.

If the region maintains stability, we expect a lot of potential business over here.”

That is why the company is marking its entry into the Middle East market with a stand at The Hotel Show 2013. Philips Hospitality TV and Signage Solutions is showcasing its Philips E-line displays (professional displays) and video wall to the hospitality industry. Previously focused

on European markets, The Hotel Show is part of Philips’ strategy to address the demand from hotels in the regional market for its products.

De Geest has high expectations for the event, commenting, “We see huge potential here, we have a great product portfolio and we expect a lot of people to be interested in our product lines. We believe now is also the time because the economy is getting better so now it’s time to enter very aggressively. From the show, we expect a serious amount of leads.”

Citing quality, superior inter-connectivity and high-end positioning, the Philips products are catering to guest needs in-room but also helping hoteliers communicate with their guests in other areas of the hotel. The zero bezel range of video walls are available in 46-inch and 55-inch sizes and create a memorable visual experience to get marketing messages across. A new range of low-end, edge-lit commercial digital signage displays, the Q-Line, is also being launched at The Hotel Show. The new 32-inch, 42-inch and 46inch screens are designed for basic applications requiring uncomplicated playback functionality.

“We believe that a hotel is not only focused on the television inside the rooms, but that hotels need an element of connection when people arrive,” explains Geest. “The charm and the quality of the hotel can be seen by highlighting this in a digital way. More and more, we’re seeing a demand for signage in the lobbies where hotels want to show what you can do as a customer. It’s a way to inform them in a very elegant way without overwhelming them.”

With a clear target and business plan and clear commitment from the top management, Philips is keen to make a success story out of its entry into the market.

Visit Philips at Stand Hall 8 C240

Refurb to be 60% of interior spend MELANIE MINGAS Hotels are keeping the interior design industry afloat due to an abundance of refurbishment and fit-out projects across the Middle East. Statistics from The Hotel Show GM Survey show that 70% of hotels have undertaken a refurb project over the last 12 months and 60% of responding hotels have a project planned for the coming 12 months.

Figures obtained for INDEX 2013 show the hospitality sector will contribute 19% of a projected $9.2bn interior design market value by 2013 end.

The market will increase in value from $1.33bn in

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2012 to $1.62bn in 2013, driven by extensive refurb and new build projects across the region. The sector overall will see spending increase by more than 25%, in the wider commercial market.

Design manager Naia Stuyck, Hyatt International, SW Asia, said: “Hyatt Hotels is redefining its design process to make it more about the destination and guest preferences rather than brand. It’s a change that incorporates interactivity and self-service, but it takes a lot to integrate that into design and it’s a focus that will be introduced across the global portfolio.

Address carbon footprint issues Schneider Electric showcases green solutions KAREN OSMAN With five-star luxury hotels in the region more conscious than ever of their carbon footprint, solutions that offer not only a green approach but also an energy saving of up to 30% will be an attractive proposition. Exhibiting for the first time, Schneider Electric is showcasing a range of products which will do just that. Jean-Baptiste Plagne, LifeSpace Business VP, Gulf Countries & Export, explains the rationale: “Worldwide, buildings represent 41% of energy consumption.

So if we act to reduce the energy consumption of buildings, then we’ll act to reduce the carbon emissions. Hospitality is really a strategic segment for us. We provide a solution that makes the energy safer, more available, more efficient.”

Offering hotel solutions that provide convenient room control and digital connectivity, as well as optimum security and energy efficiency, Schneider Electric understands the tremendous growth in the industry. With new openings in the region, escalating energy costs and an increasing environmental awareness have triggered the need for efficient energy management solutions.

One such solution being launched is the KNX Access Control system which offers a one-card key to guests to allow them to control their environment - they can use push-buttons or touch panels to adjust the lighting and temperature to their requirements. With LEDs on the card reader outside the door, hotel staff can quickly see if they should make up the room. When guests leave the room, it is reset to energy-saving mode.

Plagne concludes, “The Hotel Show offers us an excellent opportunity to showcase and promote our state-of-the-art control system especially designed for the sector. We look forward to collaborating with hoteliers and helping them in providing their guests with unmatched comfort even while significantly reducing operational costs and boosting margins.”

Visit Schneider Stand Hall 8 D216

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Sourcing and retaining talent Why hotels must be attractive to guests…and staff

Wi-Fi leader celebrates 10 years Minerva says that its best customers become best friends GARY WRIGHT Wi-Fi, broadband and radio solution provider Minerva is celebrating ten years in business with its appearance at the The Hotel Show 2013.

“It’s been an exciting ten years and the business, which started in wireless broadband and wireless LAN, has grown organically into new areas,” said Alexander Allen, CEO of Minerva.

The company now offers customers project design and consultancy, site surveys, project commissioning, technical training and pre/post sales support. It offers support across all sizes of business.

“Our customers know they can trust us to give them the right solution for their customers and we are very proud to have built longterm relationships with many of them - indeed our best customers are now our close friends,” said Allen.

Minerva distributes the latest broadband wireless, wireless LAN, two-way radio and TETRA solutions from its base in Dubai serving subSaharan Africa, North Africa, the Middle East, Pakistan and Afghanistan.

Visit Minerva at Stand Hall 8 C216

The Hotel Show 2013 Industry Report In addition to the cost of their room, what is the target spend placed per guest for hotel services (including mini bar, restaurants, resort activities etc)?

Response Count

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0 - $50%

16.7%

$51 - 100

41.7%

$101 - 150

8.3%

$151 - 250

25.0%

$251 - 500

8.3%

$500+

0.0%

THE HOTEL SHOW SEPTEMBER 29 - 2013

GARY WRIGHT A new survey has revealed that almost one in five hotels in the region has an annual staff turnover of more than 30%.

The Hotel Show 2013 Survey was carried out on-line during July and August this year and included GMs at hotels in Saudi Arabia, Oman and one in India but the majority of the SurveyMonkey respondents were from the UAE. Recruitment is one of the key issues for the region as it expands its hospitality sector. Marriot Hotels has revealed it needs 12,000 new staff within five years to meet its Middle East and Africa expansion plans while Rotana, which currently employs 13,000, says it will need 24,000 staff by 2016 to keep operating.

Not one of the respondents to The Hotel Show 2013 Survey had a staff turnover under 5% though 27.3% said they lost only 6-10% of their staff each year.

At the top end, 18.2% of respondents said they had lost more than 31% of their staff during the previous 12 months and 36.4% said they had lost 21-30%.

“Ensuring there are sufficient, well-trained staff is one of the key issues for the hotel industry,” said Christine Davidson, event director for The Hotel Show Dubai.

During the three-day show at the Dubai World Trade Centre on September 28-30, conference sessions look specifically at the recruitment and retention of staff.

On Day 2, a Vision Conference session entitled ‘Sourcing and retaining talent’ at 5.30pm will hear from a panel of experts who will discuss “why hotels don’t just need to be attractive to guests,” said Ms Davidson.

The Hotel Show 2013 Survey asked hotels where staff were recruited. More than half (54.5%) said their primary country for recruitment is the Philippines with 36.4% saying they looked to India and 9.1% saying Pakistan was their primary market.

More than a third revealed that they had changed their primary labour source within the last two years, saying that the availability of labour was a factor (36.4%), language skills (27.3%) while visa and cost was named by 9.1% of respondents.

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'Furnishings, food, fragrance… and fun' Philippines Ambassador full of praise for the work of her fellow countrymen boosting trade

BY GARY WRIGHT “The Philippine nation provides so much for the hotel industry in this country and across the world,” said Grace Relucio Princesa, the country’s ambassador in the UAE. She was attending yesterday’s opening of The Hotel Show 2013 where she praised the work of the furnishing companies exhibiting in Hall 3 at a special Filipino section.

Eight of the country’s top furniture design houses are exhibiting and the ambassador said she was at the World Trade Centre to show her support. She said: “We are well known for providing excellent staff for the hotel industry and we are here to show that we are also producing some brilliant furnishings.”

It marks a return to the show by the country with a delegation led by Rashmi Tolentino Singh, who was one of the eight with her company Lightworks Resources. “We have to have a presence at this show and the hospitality industry is enormously important to my country,” she said.

Mrs Singh showed off some of the products made with Manila hemp, which she explained was almost unique to her country - and more importantly, was sustainable. She also sported a shawl made from pineapple fibre - another speciality of her nation. “It’s difficult to work with but the results are beautiful,” she said. “Manila hemp is an excellent product and we are keen to

Cushions are made from sustainable Manila hemp

highlight the sustainable properties of this hard wearing fibre,” said the ambassador.

“Fibre is the latest on my list of the many things that begin with F for which the Filipino people and nation should be remembered. These also include furnishings, food, fragrance, finance… and fun.”

Apps are the future Mobility is driving hospitality IT decisions, claims regional player DAVE REEDER “The big trend we’re seeing in the market is the requirement for app-based IT models,” claims George Linu, business unit manager, ME & India, for F1 Infotech, local partner for Infor.

“We’re supplying everything from FoH, BoH, Easy RMS and so on, increasingly into the booming Asia-Pac market,” he explains. “However, it’s the drive to mobility that is really increasing demand for our software services and consultancy. More and more, hotels see social media as the hub around which to drive their business. We have an app that allows colleagues to tweet each other securely so, for example, they can seek approvals when their senior manager is away from the office. Cloud-based systems mean that the manager can easily pull up the data relating to the request and deal with it.”

Although a proportion of the company’s business comes from global buying decisions, it is also picking up deals such as Mövenpick, Yas

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She explained that the UAE is important for exports from the Philippines. “There needs to be synergy between our two nations,” she said.

“Dubai and the UAE offer the Philippines a gateway to the world and equally we allow the UAE to export further east.”

Early show success Bentley sold 100 units of new product within first two hours

Viceroy, the Millenium Group and Sheraton.

Interest in the company’s solutions has exceeded expectations. “We had 50 visitors to the stand in the first couple of hours,” Linu says. “To be honest, we were shocked at the level of interest.”

DAVE REEDER A revolutionary new hairdryer, designed in-house

by Dutch hospitality supplier Bentley Europe, has been launched at The Hotel Show 2013.

Best known as a key supplier of in-room trouser presses, where it holds a global number two position, Bentley signed an Omani order for 100 units within the show’s first couple of hours.

According to Dion Bosch, the company’s sales & marketing director, Bentley expects to sell “thousands of units in the first year of release”, as the product is “revolutionary” and will help keep hotel rooms tidier - the hairdryer has a retractable power cord operated by a button mechanism.

This is the company’s eighth show. It works through local partner Renarte.

Visit F1 Infotech at Hall 8 D250

Visit Bentley at Hall 4 A91

George Linu, Business Unit Manager, ME & India, for F1 Infotec

HALL 8 STAND B230

info@interelme.com | www.interelme.com

SEE IT FIRST! INTEREL is launching 14 new releases at Hotel Show 2 2013.

013.

Upgrade existing hotels easily with our revolutionary RETROFIT solution lution for room and energy management.

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Maze sold its centrepiece BEFORE show opened!

Top Filipino furniture design house reveals why Gulf is it's key market

BY GARY WRIGHT A $2,000 chair is one of the centrepieces of the Philippine furniture section of the show, but visitors can’t buy it, it was sold before the show even opened yesterday morning.

The frame chair, called ‘Golden Chic’ is an intricate metal frame, almost like a picture frame around the sitter, cleverly designed so it can be folded if necessary. The backrest is a hand sewn Italian fabric.

Maze Manufacturing based in Pampanga in the Philippines, specialises in unique pieces of furniture from lampshades and tables through the a range of chairs, including the frame chair. Judith Manarang is president of Maze, an internationally successful contemporary furniture producer and is also one of the leaders of the Filipino manufacturers who have come to The Hotel Show, based in Hall 3 at the Philippine’s pavilion.

“This is the second time Maze has been to The Hotel Show here in Dubai. It’s a great show and enables us to meet people across the industry.”

She describes her furnishings as providing

“unique modern glamour” and her enthusiasm for both the intricate prices on show at her stand as well as the craftsmanship on display from her home country is clear.

“We are very big in the Gulf market,” she said.

“Maze has been producing furniture for 18 years and everything we produce is unique. Much of our furniture ends up in the homes very wealthy people from the region.”

She explains that she sees her furnishing very often as “conversation piece”. She said: “They fit into many homes but they will always be a focal point. We have female customers who see a piece and buy it, in the same way some women buy shoes.”

More than one visitor compared the style of Maze to Versace and it is easy to see why the Maze style has earned such a strong and loyal following in the emirates.

And while one of the biggest pieces had been sold, it will remain on show for the whole three days, to allow more orders.

Judith Manarang, President of Maze. The Maze Frame chair - with Judith sat in it and the Sunflower Chair by Maze

Visit Maze Manufacturing at stand 3 C07

Contactless technology makes waves Capitalising on NFC solutions now a reality for hotels in the region

BY JAYA JAVA Guests can now access hotel and destination information with just one gesture, thanks to the cutting edge near field communications (NFC) solutions developed by hospitality technology service provider, Locatel. The technology is part

of Mobility by Locatel, a new range of mobile technology solutions being launched at The Hotel Show 2013, which also include touchscreen and mobile applications as well as mobile television.

Created to work across a range of leading mobile brands, this effortless technology involves programming information into NFC tags, as well as QR codes for smartphones that are not NFCenabled. These tags can be incorporated into display boards around public areas, in-room access points as well as credit-card-sized guest cards.

Guests then simply swipe their smartphones across these tags to access varied services such as downloading hotel specific applications, viewing mobile television, making reservations at restaurants and spas and express checkouts.

“We are simplifying access to content that usually takes time, giving guests access to the entire hotel in seconds,” said Francois Clemenceau, business unit director of mobile applications at Locatel. “This has been developed in partnership with Nokia who is committed to NFC with all its Lumia phones supporting the technology.”

Based in the Middle East since 2006, the company specialises in IPTV and has equipped over 40,000 hotel rooms in the region, with a projected 25% annual increase in business.

Visit Locatel at stand H8 C230

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mobile channels to increase revenue Hotels should improve mobile experiences to capture smart phone users JAYA JAVA Although smart phones account for 40% of Middle East mobile phone ownership , regional hotels are yet to capitalise on mobile bookings, which can be a valuable revenue stream, says leading hospitality technology provider, Maxxton.

CEO Jean Pierre Mampaey, commented, “Across both UAE and KSA, a lot of the websites are not mobile-ready. Some do not even have booking capabilities.” With the increased penetration of smart phones, and with travellers more likely to use their devices to plan and book trips, Mampaey cautions, “My advice is: do not miss the opportunity.

Not being able to provide your guests with mobile booking results in a lot of lost customers.” Maxxton is launching it cloud-based solution Newyse, at The Hotel Show covering property management system (PMS), central reservation system (CRS), booking engine, revenue management, reporting, marketing, business analytics and more.

Visit Maxxton at stand H8 B224

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THE HOTEL SHOW / DAY 02 ESSENTIAL INSIGHT

$2.7bn

value of residential construction projects in Qatar

The world of Interiors is coming to Qatar dmg :: events in association with q.media is producing a one of a kind Interiors and Design trade event in Doha, Qatar, in February 2015. Here are the figures behind IQ

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Q is the result of a combined expertise between dmg :: events Middle East - the company behind well-established and successful exhibitions including INDEX, Workspace (formerly the Office Exhibition), The Hotel Show and The Big 5.

Co-produced with Qatar-based media house, q.media, IQ spans all sectors of the interiors and design industry, and is set to showcase new collections, luxury brands and associated products, services and technologies to cater for all demands from the design, architecture, hospitality and retail industries, as well as fixtures, fittings and materials.

IQ will attract interior designers, architects and design industry professionals from both Qatar and the surrounding Gulf states.

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THE HOTEL SHOW SEPTEMBER 29 - 2013

IQ will draw interest of companies from across the globe that are looking to enter the Qatar market and will give them a perfect business and networking platform. The show’s organisers are expecting over 200 international and regional companies to book at space at the show.

As the world’s richest country and the host nation of the FIFA 2022 World Cup, private and government investment in Qatar’s construction projects continues to rise, fuelling the demand for interior design and contract fit-out services across all sectors of the industry and providing incredible opportunities for companies operating in these markets.

Latest figures revealed by Ventures Middle East estimated the value of residential construction projects due to be completed in Qatar in 2013

$2.5bn

at $2.7bn; $2.5bn worth of hotel construction worth of hotel projects are due to be construction projects are due to be completed in Qatar in completed in Qatar 2013; and $1.47bn is the in 2013 projected value of the contract interiors fit-out market in Qatar in 2013.

Alongside the exhibition there will be numerous is the projected features and events taking value of the contract interiors fit-out market place throughout the three in Qatar in 2013 days of the show providing Source: visitors with additional Ventures industry related content. The Middle East final schedule will be revealed in due course but a Design Competition and a Conference Programme are expected to be part of it.

Set to take place from 23-25 February 2015 IQ will cover 10,000 sq. m of the state-of-the-art and environmentally-friendly Qatar National Convention Centre (QNCC).

$1.47bn

Additional information on the exhibition can be requested by emailing Anna Canning, Event Manager, IQ exhibition on info@iqexhibition.com or info@interiorsqatar.com

VASS MAFILAS Mobile: + 971 55 887 0720 Direct: + 971 4 440 9112 Email: vass.mafilas@cpimediagroup.com

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THE HOTEL SHOW / DAY 02 FIVE MINUTES WITH

Safe as hotels

Dubai may have built its reputation on being the region’s safe haven but maintaining that security is everybody’s responsibility.

New Scotland Yard counter terrorism liaison officer Mark Moles, answers your questions on the training course you can’t afford to miss, Vision Conference, 16.45 today.

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t made headlines around the world; Hamas official Mahmoud al Mabhouh, assassinated in his Dubai hotel room in October 2010. The ramifications on the Emirate’s reputation – in addition to the political impact – were severe.

But the lasting legacy of this incident, and others less acute, will result in seismic changes in the delegation of responsibility when it comes to hotel security.

“The investigation by Dubai Police uncovered many suspicious activities with the assassination team,” shares New Scotland Yard counter terrorism liaison officer, DCI Mark Moles.

“For example, there was a man in the foyer for three hours, wearing gloves in spite of the Dubai heat. They were all things that could look innocent, but equally if you really did look at them you would know that something wasn’t right.”

In conjuction with the UK’s New Scotland Yard, The Department of Protective Systems of Dubai Police has launched a training programme entitled ‘Security Awareness Training for the Hospitality Industry’.

The course, which has been designed specifically for hotel staff, has been described

by Dubai Police as equipping the hospitality industry and its employees with “the skills and knowledge needed to prevent and combat potential security risks and criminal threats”.

The course is delivered by a UK-based company, Shield Security, but it’s the brainchild of New Scotland Yard and is being promoted to law enforcement bodies across the Middle East by Moles himself.

“The methods taught in this course have prevented terrorist attacks elsewhere and we have arrested and convicted people as a result of surveillance in hotels and malls elsewhere,” Moles says of the scheme that has trained almost 3,000 hospitality professionals in Dubai, from the security staff themselves to chefs and gardeners.

GM's top threats The Hotel Show 2013 GM Survey asked the region's hoteliers their most pressing security concerns. They answered: Terrorism Natural disaster Monetary fraud

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THE HOTEL SHOW SEPTEMBER 29 - 2013

“A LOT OF THINGS ARE HAPPENING IN THE REGION AND WE, ALL TOGETHER, NEED TO BE ON THE FRONT FOOT”

“I have a roadmap of best practice that I am trying to introduce to this region, but it takes time to get the buy-in. We have done this in Dubai for over 12 months, and we are also heavily involved in Doha, Singapore, the UK and Maldives. The concept is new here but the UAE isn’t a guinea pig,” he adds, reiterating Dubai’s dependence on repeat visitors and the integral role its reputation plays in this.

Each individual, the hotel and the company receives a formal recognition of completion of the course; endorsed by New Scotland Yard, Dubai Police and the UK Government.

“It is something tangible that shows the individual has partaken in significant training and the hotel gets that recognition also.”

While the course is subsidised by Dubai Police to the tune of 80%, it is not mandatory. Instead, every hotel in Dubai, and then moving out to the other Emirates, will receive an email from Dubai Police and an invitation to meet and discuss the benefits of the course.

“Dubai Police makes this one of the safest cities in the world, but a lot of things are happening in the region and we, all together, need to be on the front foot.”

How real is the security threat in Dubai and how can hoteliers protect their properties and guests?

There is crime here like there would be in another city. Crime is very opportunist and some of the biggest and most iconic establishments across the Middle East are targets for criminals.

This initiative isn’t in response to a massive crime problem, because there isn’t one. The threat from terrorism is ever present, but no more here than anywhere else. This is certainly one of the safest places in the world because of Dubai Police, but this is about giving the hospitality industry a different perception on security. This is unique: it’s UK driven and has some unique differences as to how most people perceive security.

The programme is described as being ‘a tool to identify terrorist threats’. Can you explain what this means?

It’s important that we don’t overdo this. There is no greater threat of terrorism in Dubai than there is anywhere else in the world, but the biggest threat is complacency. Those who don’t believe the threat exists are the biggest threat.

For example, what concerned me for a while was valet parking. People turn up to a hotel, leave their keys and somebody then drives that vehicle into the hotel. How many times do you see somebody actually lift the boot or look on the back seat? A lot of what I do demonstrates that a rucksack could be left in a car with a mobileactivated or timer device inside and the hotel is wide open to that attack.

We’re not saying that every time you see a briefcase or rucksack in a car you need to call the bomb squad, but if something is suspicious and you’re not happy about it, report it.

What can GMs do to secure their properties and guests?

Invest in training! Because of the sponsorship from Dubai police, the cost of this course is minimal and Shield Security is only covering the cost of delivery of the course. This isn’t a commercial venture, the benefits are for those who partake.

We all know that security across the board is low paid and transient with a high-turnover of staff, and that isn’t just in the hospitality industry. But if you invest in security and making sure staff remain

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DAY 02 / THE HOTEL SHOW FIVE MINUTES WITH motivated, you will be effective. We are looking for whatever the security regime is in the hotel to engage in the programme, and that includes outsourced services.

If a hotel employs or outsources to meet its security requirements, why is this course necessary?

Most of the establishments that have visible frontline security are under the impression that security is left to the security industry to maintain, for instance you will have visible security staff and visible covert abilities, like CCTV. It’s quite understandable that hotels rely on the security staff to be their eyes and ears, but this is about making sure that everybody is vigilant.

The applicable lesson from the UK is that security, especially for counter terrorism, but also for crime as well, is not just the responsibility of the security team. This programme brings in the concept that security is everybody’s responsibility; from those in the lobby lounge to the valet parkers and gardeners. Nobody knows the environment of a hotel like those who work there.

Things that go on in the hotel will be seen by those who work, and sometimes also live, there. This training programme is about giving other members of the hospitality community the awareness training that will stop them from rationalising and dismissing suspicious behaviour.

Who do you need to train to reach course objectives?

We look to try and get 60-70% of all staff across the board in each hotel engaged, and that can even include chefs because they still pass through the premises. Because it’s difficult to release so many staff on a single session, we conduct a series of workshops over a period of time, if needs be over as long as 12 months. The scheme is also a refresher for the security industry, vital because of the turnover rates. One thing I have also seen is that there is very little respect for security staff and for that reason we now include conflict

“IT’S IMPORTANT THAT WE DON’T OVERDO THIS. THERE IS NO GREATER THREAT OF TERRORISM IN DUBAI THAN THERE IS ANYWHERE ELSE IN THE WORLD, BUT THE BIGGEST THREAT IS COMPLACENCY. THOSE WHO DON’T BELIEVE THE THREAT EXISTS ARE THE BIGGEST THREAT” resolution in the training. This is not a one off and it’s not a one size fits all.

Why is the course not mandatory?

Dubai Police doesn’t want to make it mandatory because it says there is enough legislation in the UAE. But it has invested in it to such a degree that there is really no reason why hotels shouldn’t

The Hotel Show 2013 Industry Report Would it be feasible for the hotel to increase its security budget without the treat of an incident?

70% YES

30% NO

take up the offer. The course is 85% subsidised so hotels pay only AED20 per attendee and all the hotel needs to provide is space in which to conduct the sessions and Powerpoint facilities.

A lot of hotels then come back and say ‘It’s not mandatory so we’re not going to do it’. That is disappointing to see but the authorities do want a return on those who don’t take it up.

The disappointing thing is when security and training budgets are set in October/November and nothing can be allocated to this. Luckily, this is very low cost and that should really not be an issue.

How did the initial idea for this come about?

In the UK we have Operation Griffin, which brings together the Home Office and Foreign Office, law enforcement – including police and intelligence agencies – and then private security – for a briefing on the current security situation and immediate threats, for example if there has been a spate of pickpockets.

This idea was developed in the UK more than 10 years ago, and has since detected a lot of crime, including drug traffickers and armed robberies.

I was part of the development of Operation Griffin in the UK and when we showcased the benefits to authorities in Singapore and Dubai, they really saw the benefits. In an armed robbery incident, the robber wouldn’t just visit the shop or bank to carry out the crime - it’s all about hostile reconnaissance, which is a big part of this course.

Criminals will look for CCTV, monitor security change times, and so on and that’s exactly what happened at the Al Bustan assassination.

If we look at the worst case scenario, a repeat of an incident like that in Mumbai, or a car bomb, would be devastating.

What is the course about?

What this training does is give a different perspective on security in the hospitality industry and other crowded places, such as malls, that are popular with tourists and may be a vulnerable to crime and terrorism.

It’s all delivered in English, but we may expand this as the course progresses.

The course is very interactive and visual and also engages the staff. We show video clips from hostile reconnaissance situations and explain the UAE law, also.

We show how it is possible to access rooms through fraudulent activities or steel identities if protocol isn’t followed on reception. One hotel we have worked with implemented spot checks on their own staff and identified lapses in their security as a direct result.

What’s your advice to the hospitality industry?

Expect the unexpected, continue to train and have contingency plans. That’s what this course is about. It’s about saying you shouldn’t be complacent and this will add to the armoury of effective counter terrorism measures that already exist. This is everybody’s responsibility.

SEPTEMBER 29 - 2013 THE HOTEL SHOW

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At this year’s ATM, it was announced that Dubai is to target 20 million visitors by 2020 and reclassify its 600+ hotel and residences, under the newly issued Decree No.17. Majid Al Marri speaks exclusively to Hospitality Business Middle East about the development of the standards and the vision for Dubai

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has developed in Dubai, from a deluxe hotel research and benchmarking undertaken since ay 2013 was an historic month for apartment in the city to a family and golf resort 2008. But the aim is not to imitate, rather to Dubai’s Department of Tourism on the beach, to a business hotel close to the quantifiably distinguish Dubai as truly world Commerce and Marketing (DTCM). airport,” says director, classification and licensing, class.

Almost a year to the day since the Majid Al Marri.

As DTCM’s own manifesto states: “Our mission soft launch, His Highness Sheikh Mohammad The framework includes the traditional one is to position Dubai as the world’s leading bin Rashid Al Maktoum, Vice-President and to five star rating system, but will be grouped so tourism destination and commercial Prime Minister of the UAE and Ruler of each category will cover city, resort and desert hub.”

Dubai, issued Decree No. 17 of 2013, locations, (see table overleaf).

The resulting HCS adopts a multilegalising the Hotel Classification But it’s not all about the hardware and layered framework to rate and Scheme for Dubai’s hotels, while The number of location, according to Al Marri, like other categorise each hotel, and provides announcing that the Emirate will different hotel rating systems this is predominantly a specifications on the requirements also strive towards a tourism target classification systems in use globally service-focussed initiative:“Our previous for different types and levels of of 20 million visitors by 2020. system, launched in 1998, had three main Guest Accommodations. The multiIn the 15 years since its first hotel classifications, now we are talking about five tiered framework will formalise the classifications were introduced, Dubai categories, with different and new grading quality and standard of guest accommodation has evolved into a heady and fast-developing within each. For example resorts will only be and encourage a wider range and choice for market that today boasts one of the highest classed 3-, 4- or 5-stars. You will not have a visitors, including the much debated ‘budget’ concentrations of 5-star properties in the world. resort with 1-star. level.

In response, the aim of Decree No. 17 is to “In the hotel apartments we are “By adopting a multi-tiered enhance transparency and efficiency and allow offering a new category between framework of ratings, categories guests to know exactly how their chosen property standard and deluxe, so there are and designators, clearer choice will ranks in comparison to others within the same now three categories in the hotel be provided to visitors. At the same category and geographical location.

The amount by which visitor numbers will apartment sector. But we have time, new marketing opportunities With a current total stock of more than 600 have to increase to focussed mainly on services” are provided to hotels, with the properties, it will be a welcome move, for the meet 2020 targets Looking ahead, the system will ranges of categories and designators department, industry and guest. Inspiration was also develop to include staff welfare demonstrating the wide offering that taken from around the world, with extensive

100+

9.8m

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THE HOTEL SHOW SEPTEMBER 29 - 2013

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THE HOTEL SHOW / DAY 02 ESSENTIAL INSIGHT “We take everything into consideration,” Al Marri adds, hinting at the level of cohesion that is looking to be achieved through the new system.

To date, plans for collaborative working will draw in the services of Dubai Municipality, DEWA, RTA, Dubai Police, Civil Defence, and hygiene and building standardisation committees.

Transition period “We have joined hands to make this happen Pledging that the framework will not be an and we have partnered with the major brands “instant assessment”, hoteliers are now bound to a 12 month introductory period in order to comply in Europe, America and Asia, as well as locally, to bring something that fits Dubai and raises its with changes to maintain their existing star already high standard.” rating, or to strive for a higher rating.

And while many embark on extensive Al Marri maintains that the period for compliance will not cause issues as site visits have refurbishment projects to ensure they can continue to meet DTCM standards, Al Marri been conducted regularly and the industry assures that the point is not to see hotels closely involved in all elements of the losing stars. framework’s developments.

“We will work closely with each On some levels the changes are Of classification establishment to make sure they reach easily realised, on others they will services from DTCM are to be digitised the new criteria because we have require much more work, both now with the new already worked with them and spoken and in future, particularly in terms of online portal to them about this. They have one year to sustainability and BoH objectives. fix or raise the criteria and we will give them Further, requirements will place onus time to do that. We are not hoping that any hotel on DTCM to increase collaboration with other will lose a star, if anything we want them to have government entities, to facilitate this. more,” he assures.

“Eco-tourism has a lot of criteria that is covered Streamlining the process, 80% of classification in our Green Award, but as a minimum we will be asking hotels to provide us with an environmental services have been digitised through a huge self-assessment, E-services portal, accessible strategy for waste, water and energy.” via personalised log in and password at www.

Other environmental and social elements in classification.dubaitourism.ae the framework will include in future, provisions Aligned with wider government targets to regarding staff accommodation and catering increase the efficiency and volume of online facilities, in addition to the possibility of services, each property will now have its own guidelines for offices. account where its entire DTCM case history is “Previously we didn’t have this so we will start stored, from submission of applications to the with something general, even the cafeteria for online classification self-assessment and circular staff and offices will have guidelines in future. communications from DTCM. In future this will It is something that we will work out with also include DTCM’s industry data. The portal Dubai Municipality and it could even go as will also be used to speed up inspection reports. far back as the construction of properties and Armed with PDAs, DTCM’s inspectors will now log accommodation. and cultural diversity, as well we sustainability elements. Ensuring the industry does not stagnate once the stars are awarded, classification certificates will be renewed annually.

80%

CATEGORISATION OF PROPERTIES

Business Beach Front

Family City

Airport Designator Programme 19 Types

Beach Side

Spa Shopping Desert

Golf Convention

All-Suites

Sport Heritage

Boutique Convention Proximate

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Island

THE HOTEL SHOW SEPTEMBER 29 - 2013

Wellness Theme Park

Majid Al Marri, centre, with L-R: Buthaina Mohammed, executive hotel classification; Moza Al Jamri, executive hotel classification; Alia Bin Hendi, head of media relations.

data during the inspection process, allowing for each report to be available digitally, through the personalised account, to the hotelier, with almost immediate effect.

Dubai 2.0 In addition to the consumer transparency element of the reclassifications, it cannot be denied that part of the exercise will see visitors to the Emirate presented with more choice in terms of the types of offering, and that will be an essential component of the vision for 2020, which aims to boost numbers by just short of 100% in seven years.

There will be a greater focus on the price bands that are not considered luxury; including the introduction of budget, hostel and university accommodation, within the framework. In itself

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this marks a stark commitment towards market maturity, if only through recognition that you cannot put 20 million visitors in luxury hotels.

For now, there is still no national framework to tie Dubai’s regulations to, something that has been identified as causing issues in countries such as Spain and Italy, at as high a level as UNWTO. In the absence of such a system, the only method guests have at their disposal by which to compare each Emirate’s market remains to be online booking systems, even though such ratings are not industry verified.

But while the focus is firmly on Dubai, the maturity of that focus and leadership behind HCS, provides a head start in itself.

“We will focus on Dubai being a leading family and entertainment destination,” says Al Marri, of the continued development of the Emirate’s brand.

Last year, we had more than one million visitors from Saudi Arabia so that’s a market we will target more, and of course developments like Mohammed Bin Rashid City will help with that target as there are more than 100 hotels planned there. If we are to double the number of tourists, we will have to double the room inventory, too,” he adds.

Increasing visitor numbers by 100% in seven years may sound ambitious, but the thing to remember is that Dubai has already achieved this feat once – and without the current socioeconomic factors that have seen recent visitor numbers, and investments, soar.

The element of this vision that will really make a difference is the contribution of tourism to the local economy; over the same period it is forecast that tourism receipts will triple and the midmarket will have an ever significant role to play in

achieving that.

“If the volume and standard of hotels increase, this will definitely be reflected in the economy,” Al Marri assures. He concludes: “This is something new for Dubai that makes it stand out internationally. With the industry feedback we wanted to create something unique, where everybody can benefit, and which will help hotels sell their product internationally and help visitors choose the right place to stay.”

DTCM is the strategic partner of The Hotel Show 2013. Director General H.E. Helal Saeed Almarri will give an exclusive interview at 11.30 today in the Vision Conference theatre and Director of Classifications, Majid Almarri wll deliver a presentation at 13.45. For the full schedule turn to page 28.

SEPTEMBER 29 - 2013 THE HOTEL SHOW

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THE HOTEL SHOW / DAY 02 KEYNOTE CLOSE UP

HVAC SYSTEMS USED TO SUSTAIN THE HOSPITALITY ENVIRONMENT CONTRIBUTE TO ALMOST 50% OF THE ENERGY CONSUMED IN A TYPICAL FACILITY

Keeping it cool Johan Samuelsson, vice president MEA, Trane, draws on 100 years of the industry's HVAC experience to introduce the concept of environmental comfort and exceptional guest experiences ahead of today’s keynote, co-presented with Accor Hotels

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hat will you speak about at Vision Conference?

At the Vision conference Trane will share insights on the critical role of flexible cooling and heating, ventilation and airconditioning (HVAC) systems, controls and service solutions to optimise and sustain hospitality facilities while improving business performance.

Why does the industry need to hear this?

Hotels with optimum environmental comfort can create an exceptional guest experience and differentiate a hospitality business from others.

A properly maintained and controlled cooling and HVAC system contributes to this as well as to the overall operating costs, safety and productivity of the facility. HVAC systems used to sustain the

hospitality environment contribute to almost 50% of the energy consumed in a typical facility.

Facing the rapid market growth in the Middle-East region, hotel owners and hospitality facility operators are exploring innovative solutions such as energy management services, operating practices and intelligent building services that will create better, healthier and more comfortable hospitality environments for their guests while Reduce improving profitability for the business. downtime by There is a growing trend to look at ROI over the facility lifecycle that includes energy efficient cooling and heating equipment, building management and ongoing maintenance plans. A proactive yet consistent approach to minimising costs while maximising guest experience is a Lower equipment key trend we see evolving. repair and Cut unexpected breakdowns by

70%75%

Why did TRANE sponsor the Vision Conference?

Trane is launching an expanded solutions portfolio under the Trane Hospitality Solutions offering in the Europe, Middle East, Africa and India region. Trane is also celebrating its centennial this year and has a legacy of partnership with global hospitality brands. Trane has also been part of several landmark buildings in the region such as the Burj Khalifa, Palm Jumeirah, Saadiyat Island Abu Dhabi and King Abdullah Financial District (KAFD), Saudi Arabia, to name maintenance costs by a few.

Will you be launching any new By sponsoring the Vision Conference, products at The Hotel Show? If so, we aim to create awareness about please detail HVAC systems, intelligent building We are launching our Trane Hospitality control and operational best practices, Solutions portfolio that includes a broad and share expertise from our extensive range of systems applications, new controls service experience to the hospitality sector. products and services relevant for the hospitality sector. Will also showcase the Trane Tracer™ BAS In terms of the efficiency of building systems and mobile app for HVAC systems, intelligent controls, the solutions TRANE can provide, what are the predictive services for equipment longevity and primary trends you see in the hospitality industry turnkey chiller rental services. currently?

25%30% 25%30%

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THE HOTEL SHOW SEPTEMBER 29 - 2013

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The out of towners

Today at 15.15, senior figures from Arabian Healthcare Group, Sport For All Federation, Carlson Rezidor and Banyan Tree will discuss hospitality's new business opportunities. Here Banyan Tree area GM, Anders Dimblad, tells Melanie Mingas how e-marketing was used to introduce the region to a new hospitality concept

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urrently, Banyan Tree Group manages or has ownership interests in 33 resorts and hotels, over 60 spas and 80 retail galleries; as well as three golf courses.

But when opening two properties in quick succession in Ras Al Khaimah – Banyan Tree Al Wadi, 2009, and Banyan Tree Ras Al Khaimah Beach, 2010 – the group knew the marketing of isolated desert resorts in an Emirate virtually unheard of in the international market, with tourism figures that are, only now, gaining momentum, would make or break the future of the brand in the region.

Both resorts provide a level of escapism ideally suited to both the expat weekend get away and the international couples and families market, not to mention MICE groups. Still, drawing the crowds out of town for a brand unknown in the Middle East was identified as the key challenge; despite the unrivalled luxury promised in return for a short drive from Dubai International Airport.

Surveying the local market, consumer habits and the marketing activities of rival hotels and resorts, the decision was taken to run two sales through a well-known daily deal website; a move that guarantees volume, but still lacks trust when it comes to repeat business and potential impact on brand reputation.

With no regional brand identity to speak of to date, the decision carried even greater risk. Would such an activity help carve a reputation as 'the couple’s weekend getaway of choice'?

If so, how would that impact on weekday rates, and how could the luxury destination market itself internationally, if the reviews from its native market we’re pegged to stories of ‘great value’ weekends out of the city?

Regardless of the risk, consumer thirst for packaged deals is insatiable, particularly in the UAE, and even more so during low season, so the leap was made. What happened next surprised

22

THE HOTEL SHOW SEPTEMBER 29 - 2013

"THE IMAGINATION IS WHERE IT ENDS IN TERMS OF WHAT WE CAN OFFER"

many in the industry.

While Banyan Tree was inundated with groups, families, and couples cashing in on the offer, not only did occupancy soar, but so too did guest spending.

Those who walked through the door in the first few months didn’t fit the bargain buyer guest profile, to whom the concept of brand loyalty is alien; the guests had high average spends, wrote favourable reviews and, most importantly, returned after the low season.

“We felt that we were at a point, considering a lot of properties in the Middle East do this, where in order to be competitive and ensure the brand became known, the need was to get the volume

in and then focus on the rates,” says area GM Anders Dimblad, firmly adding that this is not a marketing activity that would be undertaken in any other region, and will not be repeated in the Middle East, despite the win-win situation both the deal vendor and agent experienced.

“I don’t think they had anything else that sold so well at that time for them. I have been in this region for 16 months and I find there is so much on offer, in every industry, that if you want to attract the local expatriate guest there is always something to compete with.”

Now the brand awareness is there, the focus has shifted from volume-based to rate-based targets, in line with the offerings of service," he adds, citing the surroundings are the strongest asset for both properties.

Yet, as Dimblad cautiously prompts, rates aren’t the bottom line.

“A lot of properties now are trying to maintain their rates, and on the surface they are, but on top of what was once a standard room package, they are offering a lot more, again because of competition. The upsell potential makes it another win-win, but it’s definitely something to remain aware of.”

Next steps Today the properties, at only four and three years old, are already award winners and Dimblad reports occupancy stats hover around 60% during the week, reaching full occupancy almost every weekend. In turn he credits the diversity of guests as widening the resorts’ appeals, moving forward.

Looking ahead to the future, the group’s primary expansion focus is on China with the Middle East taking the place of a market “we will continuously look to”. In addition, there are ‘”drawing board” stage talks to develop a loyalty programme across the group.

“We would love to develop more properties here but we still need to ensure that when we do so, we are doing so with the right partners,” he says, adding that to date those right partners have been found in Oman, where an Angsana branded property is currently under construction.

Discussions are ongoing to re-enter Bahrain in the near future.

“Whenever we look to expand into a new region or area, that’s because we were contacted for our properties. Our brand recognition is strong and people associate it with top calibre levels of service, relaxation and escapism. So we want to ensure we continue this ethos and when we choose a new destination we choose the right partners.

“We really believe that it is partners who are there for future growth development.”

Anders, will join panellists Raza Siddiqui, CEO of Arabian Healthcare Group; Elie Milky, director of business development, Carlson Rezidor; and HE Essa Abdulrahim, president, Sport For All Federation; for 'New Tourism Trends and Business Opportunities' chaired by Natalie Amos, at 15.15 this afternoon.

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Tatjana Ebeling Former HR director, Grand Hyatt

Anouk Tenten partnership manager, Glion Institude of Higher Education Daniella Salameh HR director, JA Resorts

Lynne Belligner MD, Purple Cubed

Tara Cherniawski Group and corporate L&D director, Jumeirah Group

Generation next Everybody is talking about Gen Y and its potential impact on the work place. At 16.00 today, director of Laureate Education, Fabienne Rollandin will present research conducted by the institute, at Vision Conference. Ahead of the discussion Laureate's Glion Institute of Higher Education, debates the trends with an expert panel who say the real changes will have to be made by Gen X. By Melanie Mingas What are your key observations of Gen Y? Lynne Belligner: A lot of my clients report Gen Y employees take longer to settle in the workplace; they don’t stay long; they aren’t easily engaged; and it’s getting more difficult to retain them.

The other concern is how reliant they are upon technology.

Anouk Tenten: Our Gen Y research shows we have to manage career expectations, often by saying ‘no, you won’t become GM a week after graduation’ and we need to know what is important in terms of online learning during internships.

Tara Cherniawski: Jumeirah Group is really looking at community-based interaction and connection when evaluating the graduate and youth programmes. Since we expanded beyond Dubai, it has been a real challenge to move our young talent to properties outside the UAE. We are now budgeting for 2014 and I have

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noticed a huge shift in our spending: Over half of our resource is on e-learning and multimedia learning, moving away from classroom and consultancy learning.

Tatjana Ebeling: We are moving away from any traditional learning methods and looking at coaching models and one-on-one. I think that will continue to develop.

Gen Y aren't harder to reach because they are always online or on their phones, actually they are constantly communicating and that is a very different scenario that should influence how we communicate with them.

Vangie Camaclang: Gen Y are optimists, they want their own lives and flexibility away from work, and they want the company to adjust to what they need. It is very difficult to adjust a company, so we have created a policy that caters to the performance appraisal of the company to drive and meet their expectations. If we want to move

Vangie Camaclang Corporate HR manager, JA Resorts

forward as a company we have to adapt.

LB: In 10 years, Gen Y will be 50% of the workforce.

Daniella Salameh: I think we are encapsulating them a little bit too much. When we were the new generation in the workplace we also moved jobs a lot as we tried to find our feet, both professionally and personally. I think people naturally need to reach a certain level before they decide what they want to do.

LB: 31% of graduates expect to enter the workforce at a supervisor or team leader level, without workplace experience.

DS: This generation’s parents entered the workforce at supervisory level because university education wasn’t as common, so the expectation is what has been fed to them by their role models.

AT: I don’t think Gen Y is that different to any of us, but things have become more accessible, time frames are shorter, and that is the difference.

TE: People can see what their former class mates are doing and there are more channels to look for opportunities in the jobs market. People jump so easily because you set up a profile somewhere and get an email when a matching position arises.

In terms of performance management and L&D at Jumeirah, can you see these streams changing in response to Gen Y? TC: Definitely. What we have said about progression, development and movement becoming more rapid, is all true. But where we are seeing higher satisfaction levels is where the

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DAY 02 / THE HOTEL SHOW ESSENTIAL INSIGHT senior leader, is more connected and willing to be more flexible. We also see Gen Y in particular applying to companies whose brand promises and transparency match their own standards.

DS: The strongest retention tool you can apply is equality and fair treatment.

TE: The most important thing there is transparency.

LB: And the development is there before the promotion, not after!

DS: Identify your top performers in a KPI based PM system and when they are identified develop them. I am a firm believer that you must never promote somebody before they are the acting equivalent for three to six months.

If employees are demanding more from their employers what does this say about the power shift in the work place?

LB: It’s not so much as an issue of a lack of respect for authority, as it is that this group has been raised by their parents to question everything and raise questions when they don’t understand something. Answering their questions can often lead to more efficient and effective solutions.

Unlike with any other set of workers in the past, employers must provide more autonomy and trust the Gen Y workers to complete the work that they are doing. They don’t question authority, they question the reasons why.

DS: I believe this is a cultural trait and I think this observation is of western culture and that such an inquisitive nature is not something you will find in Arabic and Asian cultures.

TC: Our Emirati graduates are 80% women and they will have a spontaneous, interactive, face to face conversation with our COO. We set up the Jumeirah Speaker Series, where we have board level, chief level and VPs allowing floor time and I think generally yes, this is a cross-culture trend.

TE: If you consider how India and China are booming and the money those parents spend on their Gen Y child’s education, they are taught to get the best value for that education, so those students won’t hold back with their questions. Gen Y is a culture in itself in this respect.

AT: I also think it’s interesting to question if all the corporate cultures within geographical cultures are the same, or do geographical cultures become corporate cultures? I think for graduates, you can almost predict the type of brand they will work for, because they already appear to suit a specific corporate culture. That too should be considered.

Do you think Gen Y will close – or at least narrow – the gender gap?

LB: Yes they will. You don’t see as many female GMs because it’s extremely demanding on time but I think the gap will be bridged in other positions.

AT: There are more hotels that focus on the female business traveller, especially in Asia. As a result, a lot of Asian companies have specific female-focused internships and traineeships to ensure they have that senior management representation.

TC: We have recruited many more female GMs over recent years but it’s all relative because at chief officer and board levels, they’re still absent. It going to take a few years more.

VC: The UK Equal Opportunities Commission believes it will take 65 years to achieve a gender balance at the top of the career ladder. When it comes to pay equality they say 25 years.

AT: The demand from Gen Y is to balance work and a family life, so it is possible their demands can impact these trends.

LB: The key is flexibility in how they work.

If 71% of the workforce defines success as a balanced life, as in the Laureate survey, what will happen in hospitality?

DS: All the things we have spoken about, flexibility etc these are the things we need to incorporate.

TC: I don’t think I could define my own professional success unless I’m retired and it’s a retrospective view.

TE: Enjoying what you do at the time isn’t success,

IT’S NOT SO MUCH AS AN ISSUE OF A LACK OF RESPECT FOR AUTHORITY, AS IT IS THAT THIS GROUP HAS BEEN RAISED

BY THEIR PARENTS TO QUESTION EVERYTHING it’s engagement. That’s key to remember.

LB: Professional reputation is incredibly important. But here, remember there are Gen Ys entering the work force who have grown up as expatriates; their behaviour will be completely different in terms of benefits, career pathing and retention.

Should hospitality adapt, can it adapt and how will that happen?

DS: I think it should adapt and a person who has to give up their family life and children is being treated unfairly, regardless of where you work.

LB: I worked 13 years on six days a week in management, but that was how it was and it was justified by the fact that your cleaning for example was done by somebody else, so your one day off was your own. Now the majority of hotels have gone to five day weeks for all management and some even for line staff.

AT: The respondents in the research are students

and some choose not to even enter the hospitality industry after graduation. That doesn’t mean the industry doesn’t have to adapt, for example if women are going to succeed in the industry and have careers and families, they will have to be supported. But the respondents are still students and they will find a way or not in the industry and if they are loyal and love their job they will work at it.

The predicted impact of Gen Y still seems unresolved – some believe Gen Y will adapt to the existing industry, others believe they will change current practices. How would you conclude your thoughts?

LB: Some things have to change, but in terms of the work place people have to become more engagement-focused on their teams. They have to look at what they are doing now to gauge how they can improve, but Gen Ys will demand this.

They are not going to stay if they are not engaged.

Engagement is not only work/life balance, but the sense of making a difference.

DS: It’s about belonging; in a career, not a job.

Creating a sense of belonging isn’t easy.

TE: Doing your job because you care. The first things that will have to change is the management attitude towards Gen Y. Right now they view Gen Y with prejudice and they need to be willing to adapt to new needs.

AT: It’s only natural that in 10 years, as Lynne said, 50% of the workforce will be Gen Y so adaptability is key here. But 10 years ago the talk was about Gen X and how we were different from other people. We saw then that it was a case of fear, so to speak, as a new generation enters the workforce and accelerates change. Be open, be transparent and use peer to peer networks. Yes you have been in the industry 35 years and ‘know best’, but you don’t know how to work the latest Apple.

TC: The changing guest profile will also have impact; we are a guest-facing industry, so this is a two-fold issue. It’s a global trend; new money in China and Russia, and globalisation.

AT: From a company perspective, if you look at Gen Y they are innovative and they want to work in an environment that is innovative.

DS: We all know that people don’t leave companies, they leave people. Well in that respect, it’s not the iPad docking station that will engage your staff it’s the leadership.

LB: It’s not Gen Y that needs development, it’s the Gen X leaders.

Hospitality Business ME would like to thank Jebel Ali Hotels for hosting the discussion in the JA Ocean View Hotel, JBR, Dubai. Today, Fabienne Rollandin's 'Engaging Gen Y' research presentation will be followed by the 'Sourcing and Retaining Talent' panel debate at 17.30. Chaired by Lynne Bellinger and featuring Riad Bejjani, regional HR & training, Golden Tulip MENA; Aline Barhouche, HR director, Carlson Rezidor; Estelle Chambost, HR director, Accor ME; and Fabienne Rollandin, director, Laureate Education.

SEPTEMBER 29 - 2013 THE HOTEL SHOW

25

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THE HOTEL SHOW / DAY 2 MIDDLE EAST & AFRICA DATA

Middle East and Africa pipeline Data for August 2013 as reported by STR Global

EXISTING HOTEL ROOMS MENA

ROOMS IN ACTIVE PIPLINE MENA

9%

20%

Luxury

12% Luxury

Luxury

21%

Unaffiliated

1%

Economy

57%

12%

Independent

Upscale

2%

4%

Midscale

Upper Midscale

7%

Upper Midscale

33%

Upper Upscale

19% Upscale

3%

Midscale

Projected Openings

Rest of 2013

2014

2015

2016 or later

as % of active rooms pipeline

18.8%

22.9%

25.2%

35.0%

ACTIVE PIPELINE: TOP TEN CITIES AND COUNTRIES

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THE HOTEL SHOW SEPTEMBER 29 - 2013

Source: STR Global

With more than half of planned rooms falling in the Luxury or Upper Upscale segment, a strong focus is being placed in the upper tier properties within MENA, as reported by STR Global.

Of the active pipeline, 57 % is already under construction, while 19 % will be within the coming four months; the remaining 24 % is still in a planning phase.

The United Arab Emirates lead both the country and the city ranking, proving its attractiveness for investors. More than half of all projects will be realized in Dubai followed by hot spots such as Abu Dhabi, Ras Al Khaimah and Sharjah. Saudi Arabia ranks second, with developments in its capital Riyadh and the Holy city of Makkah, which welcomes several million pilgrims every year—especially during the three days of Hajj. The largest project in that region is due to open in September this year in Makkah: the Anjum Makkah Hotel featuring 1,743 rooms. Qatar, third on the country ranking, will witness major developments in Doha as it prepares to host the FIFA World Cup in 2022. Hotel developments in northern Africa focus on Egypt and Morocco, with a few also in Algeria.

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THE HOTEL SHOW / DAY 02 CONFERENCE SCHEDULE

Today at the conference 29 SEPTEMBER 2013 11.00am Show Opens 11.25am JJeff Price & Sponsor Opening 11.30am KEYNOTE INTERVIEW: The Importance Of Industry Collaboration To Achieve Tourism Objectives WITH: His Excellency Helal Saeed Almarri, Director General DTCM Interviewed by Melanie Mingas, Editor, HOSPITALITY BUSINESS MAGAZINE 12.00pmWHO SHOULD ATTEND: AVP, regional director, MD, GM, EAM, head of supporting business verticals, social media manager, PR executive, HoD 12.15pm Dynamics and Trends Power Hour Debating the factors currently affecting and driving the hospitality industry and looking ahead to the key trend predictions of 2014.

PANEL: Christopher Hewett, Senior Consultant, TRI >EIF?J7B?JO 9EDIKBJ?D= 9>7?H D_Ya CWYb[Wd" 98H; 7b[n Aoh_Wa_Z_i" Fh[i_Z[dj CWdW]_d] :_h[Yjeh" C7HH?EJJ ?DJ$ C;7 Kbh_Y^ ;Ya^WhZj" H[]_edWb Fh[i_Z[dj" A;CF?DIA? Hkii[b I^Whf["

28

THE HOTEL SHOW SEPTEMBER 29 - 2013

9;E" B7D:C7HA%9?JOC7N Heii CY7kb[o L_Y[ President of Brand Marketing JUMEIRAH GROUP @e^Wd IWck[biied" L_Y[ Fh[i_Z[dj CWdW]_d] :_h[Yjeh JhWd[" C_ZZb[ ;Wij WdZ 7\h_YW I[[j^W Sasikala, Vertical Marketing Leader Trane Europe Middle East Africa and India at Ingersoll Rand WHO SHOULD ATTEND: AVP, regional director, MD, GM, EAM, head of supporting business verticals, social media manager, PR executive, HoDs 1.00pm Widening the Range of Tourism Offering Attracting families, hosting events, and preparing hotels, leisure facilities and entertainment for future visitors as part of tourism vision PANEL: Dr. Ahmed Belhoul; CEO, Strategy and Jekh_ic I[Yjeh :[l[befc[dj" :J9C [\\ IjhWY^Wd" 9>7?H 7ZWc FW][" LF CWha[j_d]" MEHB: E< 7:L;DJKH;" ?C= Hkii[b I^Whf[" 9;E" B7D:C7HA%9?JOC7N JWh[a ;bi^[h_\ 9>7" C:" CEKHEK@ >EIF?J7B?JO FWkb :_WX" :_h[Yjeh e\ Ef[hWj_edi" =EB:;D JKB?F C;D7 :Wl_Z =Whd[h" Regional Director of Sales, ANATARA HOTELS,

RESORTS AND SPAS WHO SHOULD ATTEND: AVP, regional director, MD, GM, EAM, head of supporting business verticals, social media manager, PR executive, HoDs 1.45pm Structuring for the Future An unparalleled opportunity to hear the vision for hotel and tourism structuring beyond 2013.

From the classification of hotels and resorts to the development and rating of leisure facilities and university campuses. Find out what this means to your establishment PANELISTS: Majid Al Marri, Director, Classification :J9C Ch =^Wp_ 7b CWZWd_" CWdW][h e\ Ifehj Jekh_ic" :I9 F^_b_ff[ CEDJ7K8?D" =[d[hWb CWdW][h" Delej[b ?X_i 7b 8Whi^W F_[hi 8khjed" ;n[Ykj_l[ :_h[Yjeh" ;W]b[i If[Wh_d] 9edikbj_d] David Thomson, Chief Operating Officer, JA Resorts >ej[bi I[h][ PWWbe\" Fh[i_Z[dj CWdW]_d] Director, Atlantis, The Palm WHO SHOULD ATTEND: GM, EAM, HR, purchasing manager, PR executive

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DAY 02 / THE HOTEL SHOW CONFERENCE SCHEDULE 2.30pm KEYNOTE: Designs of the Future Steven Miller FAIA RIBA is among the world’s most senior and experienced luxury hotel designers, with a project portfolio that spans the UAE, India, Saudi Arabia, Egypt, Indonesia, Morocco, China, >ed] Aed] WdZ j^[ KI" je dWc[ W \[m$ If[Wa_d] exclusively at The Hotel Show 2013, Mr Miller will share his experiences of international markets and his insight into key emerging markets.

SPEAKER: Steven Miller FAIA RIBA WHO SHOULD ATTEND: GM, EAM, developer, architect, designer, procurement manager, FM manager 3.15pm New Tourism Trends & New Business Opportunities Family attractions, hotel apartments, MICE, leisure, sharia, sports and medical tourism are all tipped to broaden the regional and local tourism offerings.

But how much, when and why?

PANEL: Natalie Amos, Associate Director, FOUR 9ECCKD?97J?EDI =HEKF 9>7?H ;b_[ C_bao" Director of Business Development, CARLSON H;P?:EH 7dZ[hi :_cXbWZ" 9;E" 87DO7D JH;; "His Excellency Essa AbdAlrahim, President, SPORT <EH 7BB <;:;H7J?ED Ch$ HWpW I_ZZ_gk_ 9^_[\

Executive Officer For ARABIAN HEALTHCARE GROUP WHO SHOULD ATTEND: AVP, regional director, MD, GM, EAM, head of supporting business verticals, social media manager, PR executive, HoDs 4.00pm Engaging Generation Y - preparing your managers for the future Laureate Hospitality Education is preparing the senior management of tomorrow for a career in the hospitality industry. But once the lessons are over, what does Generation Y look for in an employer and how will their demands re-shape how the industry works?

SPEAKER: Fabienne Rollandin, Director, LAUREATE EDUCATION WHO SHOULD ATTEND: HR, HoDs across the hotel, GM 4.45pm Trust, security and preparation for increased volumes of visitors How many hundreds of guests enter hotels in a daily basis and how much do we know about j^[c5 J^[ KAÊi D[m IYejbWdZ OWhZ _i Ykhh[djbo working with hoteliers in the UAE, Qatar and Singapore to increase vigilance and awareness of security issues. Hear what you should do.

SPEAKER: Mark Moles, Middle East Counter Terrorism Officer, NEW SCOTLAND YARD WHO SHOULD ATTEND: GM, head of security, FoH cWdW][h" :eH" < 8 Z_h[Yjeh 5.30pm Sourcing & retaining talent Following on from Laureate Education’s research presentation, HR managers and experts discuss why hotels don’t just need to be attractive to guests PANEL: Lynne Belllinger, MD, PURPLE CUBED 9>7?H H_WZ 8[``Wd_" H[]_edWb >H JhW_d_d]" =EB:;D JKB?F C;D7 7b_d[ 8Wh^ekY^[" >H :_h[Yjeh" 97HBIED H;P?:EH ;ij[bb[ 9^WcXeij" >H :_h[Yjeh" 799EH C?::B; ;7IJ Ci$ <WX_[dd[ Rollandin, Director, LAUREATE EDUCATION WHO SHOULD ATTEND: HR director, GM, HoD 6.15pm Labour law, nationalisation, diversity in workforce In October 2012 the 100th Emirati was recruited to the private sector through the Emirates National Development Programme. With a focus on the recruitment of UAE nationals across the hospitality sector, a number of top chains who have fkXb_YWbbo Yecc_jj[Z je _dYh[Wi[ j^[_h gkejW" i^Wh[ experiences and advice.

PANEL: Henning Frees, Group Director of Ef[hWj_edi" >78JEEH >EJ;BI <WjcW 7b >WZZWZ" ;c_hWj_pWj_ed CWdW][h" >78JEEH >EJ;BI 7^cWZ Ce^Wcc[Z 7b AW_jeeX" >[WZ e\ DWj_edWb :[l[befc[dj" @KC;?H7> =HEKF CWhaki M_[id[h" CEO, AON HEWITT (CHAIR) WHO SHOULD ATTEND: HR manager, GM, HoD

ADI Lounge scheduled events SUNDAY 29TH SEPTEMBER 2pm to 3.00pm An introduction to one of the most luctrative markets in the world - Asia With an active pipeline of 976 hotels and (*.A heeci WdZ ^ej[b jhWdiWYj_ed lebkc[i projected to reach $3.5billion this year - the hospitality market in Asia is a offers huge opportunities for suppliers - find out how to break into this market Networking 3.15pm to 4.00pm Architect's Forum with Jeff Schofield Captial Gate otherwise known as the leaning tower of Abu Dhabi is Hyatt's most iconic and sustainable property. Find out how it was designed and constructed from the project architect himself 4.15pm to 5.15pm Doing Business in Saudi Arabia M_j^ C_Y[ 7hWX_W J^[ >ej[b I^em IWkZ_ Arabia Networking MONDAY 30TH SEPTEMBER 12.00pm to 2.00pm Architects Networking 2.30pm to 3.30pm Africa Panel Debate With the continued growth of the continent, for both business and leisure markets, key investment and development specialists share their experience of the market, the trends and challenges, and the development and investment hotspots to watch "Panelists - Mark Willis, AVP, CARLSON REZIDOR, Steven Miller, Architect, Ulrich ;Ya^WhZj" C;7 Fh[i_Z[dj" A;CF?DIA?" @[Wd# Marc Grosfort, Chief Development Officer, C7HH?EJJ ?DJ$ C;7 C[[b_i Akkiab[h" HOSPITALITY DESIGN *Guy Wilkinson, Managing Partner, VIABILITY 4pm to 5pm Green Tourism Award networking VIP/BUYERS LOUNGE SCHEDULED EVENTS SUNDAY 29TH SEPTEMBER All Day Open Networking SUNDAY 29TH SEPTEMBER 12.30pm to 1.30pm Panton One of Denmark's most influential 20th Century furniture and interior designers panton created innovative, funky and futuristic designs in a variety of materials especially plastics, and in vibrant and exotic colours. His style was very 1960s but regained popularity at the end of the 20th century.

SEPTEMBER 29 - 2013 THE HOTEL SHOW

29

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THE HOTEL SHOW / DAY 02 DUBAI WORLD TRADE CENTRE

General information

T

he Dubai International Convention and Exhibition Centre (DICEC) offers a range of dining, retail and business services for both organisers and visitors.

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PRAYER TIMES Day

Date

FajrAM

Dhuhur PM

Asr PM

Magrib PM

Isha PM

IWjkhZWo

Sept 28

04:49

12:16

03:41

06:11

07:41

IkdZWo

Sept 29

04:50

12:15

03:40

06:10

07:40

CedZWo

Sept 30

04:50

12:14

03:39

06:09

07:39

30

THE HOTEL SHOW SEPTEMBER 29 - 2013

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