Hospitality News ME - June / July 2021 (Issue 134) by Hospitality Services

hospitalitynewsmag.com

Issue 134 | Jun-Jul 2021

CHEFS TO WATCH

ALL ABOUT INNOVATION

RISING STARS IN THE KITCHEN

ARTIFICIAL INTELLIGENCE IN HOSPITALITY

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H C AN

D E IS

SPECIAL REPORT

FLOUR POWER:

WHAT’S BIG ON THE BREAD SCENE

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FROM FRANCHISING TO MANCHISING

130+

BRILLIANT BRANDS

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F i ne Ba ki n g In g re d i e n t s - F i l l i n g s - F r e sh C r e am - C oat in g s Alaska Express - Jelly - Flavouring Compounds - Decorations

Tel: +961 (0)9 938732 info@emf-me.com www.emf-me.com

@emﬂebanon

EDITOR'S VIEW

Group editor Nouhad Dammous

Despite the current challenges this wonderful country faces, I remain positive.

Managing director Joumana Dammous-Salamé Publication manager Randa Dammous-Pharaon Publication executive Rita Ghantous Graphic designer Ibrahim Kastoun Features consultant Rana Freifer Sub-editors Miriam Dunn Lisa Jerejian Account managers Michel Ajjoub, Maha Hasbani, Josette Hikri advertise@hospitalitynewsmag.com Subscription executives Houayda Haddad-Roumman Mirna Maroun subscribe@hospitalitynewsmag.com Circulation coordinator Rita Nohra-Kejijian News news@hospitalitynewsmag.com Published by Hospitality Services sarl Lebanon Borghol Building, Dekwaneh P.O.Box 90 155 Jdeidet el Metn 1202 2020 Tel: +961 1 480081 Fax: +961 1 482876 info@hospitalityservices.me www.hospitalitynewsmag.com All the information disclosed in the magazine was provided by the parties concerned by each publication and checked to the highest possible extent by the editors. However, the magazine cannot ensure accuracy at all times of all information published and therefore could in no case be held responsible should any information reveal to be false or insufficient. We welcome views on any subject relevant to the hospitality industry, but request that letters be short and to the point. The editor reserves the right to select and edit letters. Hospitality News ME is distributed to trade professionals in the catering and lodging industry in the Middle East.

WHY HOSPITALITY LEADERS OF THE FUTURE MUST EMBRACE TECHNOLOGY Nouhad Dammous, editor-in-chief of Hospitality News Middle East, highlights the importance of understanding technology. It is very important for hospitality leaders of the future to understand consumer needs and develop their skills set accordingly to take advantage of the huge opportunities emerging. Technology is reshaping companies and creating new job categories. AI is already being used and will continue to be part of the hospitality landscape. Indeed, many of today’s jobs will be lost to automation and robotics. Linked to this technological shift is the rise of social media. Hospitality establishments must be visible on Twitter, Instagram, YouTube, Facebook and other digital platforms. The future looks bright for hotel schools and training centers that can educate students on new technologies and provide practical training. Attracting, developing and keeping the right talent within the hospitality industry remains a challenge, but it can be achieved. Nouhad Dammous Editor-in-Chief Docteur Honoris Causa

In this issue April - May 2021

EDITOR’S VIEW

Why hospitality leaders of the future must embrace technology

NEWS

10 Hotels 16 Food & Beverage 18 Chefs 19 Suppliers

EVENTS

SEEN AND HEARD

Sam Gill

ATM 2021: the first in-person travel and tourism event in the world since the onset of Covid-19 The Hotel Show Dubai returns for its 21st edition Calendar

BUSINESS

MARKET UPDATE

Magical Morocco

LODGING 24 Redefining hotels in the Airbnb era

ARCHITECTURE & DESIGN

Designing the ultimate guest room

EYE ON

America’s great restaurant rebound

INFLUENCERS

The kitchen’s hottest rising stars

F&B

33 34

Handling no-shows at restaurants Getting to grips with Generation Z

TRENDS

Global versus regional F&B trends

TECHNOLOGY

The truth behind artificial intelligence

HOSPITALITY NEWS ME | JUN - JUL 2021

The Hotel Show

Morocco

@Hospitality_Mag

HospitalityNewsME

HOSPITALITY SERVICES delivering valuable business BUSINESS, FOOD & LIFESTYLE EVENTS 5-7 SEP 2021

31 May-2 June 2022

TBA

10 Edition

1 Edition

10 Edition

Bringing hospitality professionals and industry experts together for the only show of its kind in Oman. horecaoman.com

Kuwait’s annual hospitality and foodservice event. horeca-kuwait.com

SAUDI HORECA|riyadh 25,000+ The largest event of its kind in visitors Saudi Arabia, gathering hospitality professionals and industry experts. saudihoreca.com

14-16 Oct 2021

5,000+ visitors

whisky live beirut 5th Edition

A must for whisky enthusiasts and connoisseurs, showcasing the finest and rarest whiskies on the market. whiskylivebeirut.com

4-6 NOV 2021

BEIRUT COOKING FESTIVAL 9 Edition th

15,000+ The ultimate culinary event visitors highlighting the country’s top chefs, leading food and beverage brands, artisanal products and the art of living. beirutcookingfestival.com

SALON DU CHOCOLAT BEIRUT 6 Edition

Dedicated to chocolate, the salon welcomes the country’s top chocolatiers and hosts the finest chocolate brands and chefs from around the world. salonduchocolatbeirut.com

SALON DU CHOCOLAT DUBAI 1st edition

Salon du Chocolat Dubai is a show dedicated to those passionate about chocolate. Bringing together professional chocolate tasters, chocolatiers and chocolate enthusiasts. salonduchocolatdubai.com

7,000+ visitors

Bringing together professionals and exhibitors from Jordan and the wider region. horeca-jordan.com

22-25 Mar 2022

HORECA LEBANON 27th Edition

The region’s largest annual business meeting place for the hospitality and foodservice industries.

horecashow.com

GARDEN SHOW & SPRING FESTIVAL

18,000+ visitors

17th Edition

An essential destination for outdoor enthusiasts, with plants, flowers and ideas to enhance and decorate outdoor spaces. the-gardenshow.com

TBA

Saudi HORECA|dammam 1st Edition

Bringing hospitality professionals and industry experts together for the only show of its kind in Dammam. saudihoreca.com

8-10 Jun 2022

TRAVEL LEBANON 7th Edition

18,000+ visitors

An annual celebration of Lebanon’s magnificent beauty spots, travel destinations and the best summer activities. lebanontraveler.com 5,000+ visitors

6th Edition

A must for whisky enthusiasts and connoisseurs, showcasing the finest and rarest whiskies on the market. whiskylivebeirut.com

BEIRUT COOKING FESTIVAL 15,000+ The ultimate culinary event visitors highlighting the country’s top chefs, leading food and beverage brands, artisanal products and the art of living. beirutcookingfestival.com

3-5 NOV 2022

SALON DU CHOCOLAT BEIRUT

Publications & DIGITAL PLATFORMS

HOSPITALITY NEWS MIDDLE EAST

Focusing on the latest news, innovations and trends within the region’s hospitality and foodservice sectors. Daily news bulletins on hospitalitynewsmag.com

TASTE & FLAVORS

3-5 NOV 2022

15,000+ visitors

The ultimate English language food and lifestyle reference, packed with recipes, chefs’ picks, gift ideas, home and gardening tips, and lifestyle advice. Daily updates on tasteandflavors.com

LEBANON TRAVELER

Lebanon’s key tourism reference, highlighting the country’s best kept urban and rural secrets, top destinations and activities. Daily updates on lebanontraveler.com

7TH Edition

Dedicated to chocolate, the salon welcomes the country’s top chocolatiers and hosts the finest chocolate brands and chefs from around the world. salonduchocolatbeirut.com

17-19 NOV 2022

SALON DU CHOCOLAT DUBAI 16,000+ visitors

8,000+ visitors

8-10 Jun 2022

10th Edition

18-20 NOV 2021

7th Edition

whisky live beirut 15,000+ visitors

HORECA JORDAN

13-15 Oct 2022

4-6 NOV 2021

7-9 Dec 2021

HORECA KUWAIT

HORECA OMAN

2nd edition

Salon du Chocolat Dubai is a show dedicated to those passionate about chocolate. Bringing together professional chocolate tasters, chocolatiers and chocolate enthusiasts. salonduchocolatdubai.com

INITIATIVES A social initiative that reinforces Beirut’s global reputation as a center of excellence, talent and creativity. Celebrating the finest culinary experiences across Beirut.

For enquiries Dekwaneh, Main Road | Tel +961 1 480081 | Fax +961 1 482876 | P.O.Box 90155 Jdeidet-El-Metn 1202 2020 Beirut - Lebanon info@hospitalityservices.me | hospitalityservices.me

SPECIAL REPORT

FRANCHISING

42 44

Hotel franchising in the Middle East Rabih Fakhreddine, a trendsetter in the F&B and nightlife scene The case for franchising Sandwich W Noss: a cut above the rest Finding the right franchise partner Marc Chehade talks F&B concepts beyond borders Manchising happily ever after Grilling with BBQ Bros The right way to export your franchise abroad Empowering women through franchising How Lebanon’s franchising sector is faring 130+ concepts to watch

46 48 50 52 54 56 58 59 60 62

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SOLUTIONS

Misconceptions of micromanagement

Franchising

Misconceptions of micromanagement

HUMAN RESOURCES

MARKETING

MANAGEMENT

PRODUCT ZONE

Getting locals into your hotel restaurant How to personalize your guest experience

BREAD 74 Between the breadlines 76 What’s baking? 77 Bread masters BEVERAGE 78 Incider scoop

CHOCOMANIA

Seductive spring recipes

New products

ON THE MARKET

FOR UP-TO-THE-MINUTE NEWS FROM THE HOSPITALITY INDUSTRY, VISIT

HOSPITALITYNEWSMAG.COM

Coming issue August - September 2021 • Special report New hotel projects • Influencers Hoteliers • Restaurants Redefining F&B: how to have a global strategy • Equipment Tableware and glassware • Food Veganism • Beverage Vegan drinks

HOSPITALITY NEWS ME | JUN - JUL 2021

Bread

NEWS

HOTELS

FIVE MINUTES WITH EMMA BANKS, HILTON’S VISIONARY HOSPITALITY EXECUTIVE What has been your greatest professional achievement to date? Being appointed VP of Hilton, a leading global hospitality company with passionate and talented team members and incredible corporate responsibility initiatives, was a milestone.

What has been the biggest challenge you have faced at work?

Emma Banks, VP F&B strategy and development EMEA of Hilton, is a multi-award winner, guest writer and seasoned hospitality professional. We spoke to her about the challenges and opportunities the industry is currently witnessing and her own experiences.

Like many other people, adjusting to and leading my area of the business through the pandemic was immensely challenging. I had to dig deep and empower my wonderful team.

Does Hilton have any exciting projects coming up? Hilton has 372 hotels in the pipeline for EMEA, 86 of which are in the Middle East; each hotel has an average of three F&B spaces. My team and I continue to work relentlessly to deliver our vision, which is to make Hilton EMEA F&B the best in the world. linkedin.com/in/emma-banks-4782a611 Read the full interview on hospitalitynewsmag.com

AURELIO GIRAUDO, CLUSTER GENERAL MANAGER OF THE BANYAN TREE DOHA & LA CIGALE HOTEL MANAGED BY ACCOR How do you think F&B in hotels will evolve?

Qatar-based industry professional Aurelio Giraudo shares his thoughts on how the pandemic is changing the world of F&B.

The pandemic has forced us to rethink all of our priorities, including sustainability, diversity, innovation, engagement and personalization. In food and beverage, we can expect a sea of change that will focus on the individual experiences of guests. To elaborate, guests would like to have new and unique travel experiences, instead of the cookie-cutter experiences like franchised restaurants. We will witness the creation of “super brands,” with more celebratory chefs and mixologists who will be creating new brands under their label. In terms of F&B trends, I personally think that within the current climate, the takeout and delivery side of businesses will continue in an upward trajectory; with more and more ghost kitchens opening up to support restaurants or kitchens that cannot execute takeout from their own premises. Al fresco dining and outdoor seating areas are

TRENDING ON

HOSPITALITYNEWSMAG.COM IHG introduces its luxury brand InterContinental in Morocco

IHG Hotels & Resorts recently signed an agreement with Immohold Hospitality to introduce the InterContinental Hotels and Resorts brand in Rabat. The signing is aligned with IHG’s strategy to build on its luxury portfolio and expand into key gateway markets across the MEA region. ihgplc.com Radisson Hotel Group is planning 30 new openings across the EMEA region this year

Radisson Hotel Group looks ahead to 2021 with 30 planned hotel openings — the equivalent of 5,000 rooms — across the EMEA, building on the group’s 40+ signings announced in 2020. The group’s 2020 expansion included the introduction of the Radisson Individuals brand and the announcement of ambitious plans to double its portfolio of Serviced Apartments by 2025. Planned openings in 2021 also include seven exciting properties in the group’s premium lifestyle Radisson Collection brand. The hotels will open in France, Italy, Spain, Turkey and Saudi Arabia. Radisson Hotel Group also announced the debut of its fourth brand in the UAE with the opening of Radisson Hotel Dubai DAMAC Hills. radissonhotelgroup.com

likely to remain popular. Dining rooms will reopen, respecting social distancing protocols and offering scannable QR codes instead of physical menus.

What are your upcoming projects? The big thing for Accor in Doha was the opening of Banyan Tree Doha at La Cigale Mushaireb Hotel & Residences, which opened on May 12, 2021, and has made a big impact in the luxury market. Accor has big plans for Doha, wherein Raffles, Fairmont, Sofitel, Rixos, Novotel, Pullman, Ibis and Adagio hotels are expected to open in the next two years. La Cigale Hotel Managed by Accor, which is one of the most popular food destinations in the city, will witness a soft refurbishment of all its food and beverage outlets and come up with exciting new concepts in the next eight to 12 months. banyantree.com all.accor.com Read the full interview on hospitalitynewsmag.com

HOSPITALITY NEWS ME | JUN - JUL 2021

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NEWS

HOTELS

READ MORE ONLINE HOSPITALITYNEWSMAG.COM

OPENED EGYPT

THE ST. REGIS ALMASA OPENS ITS DOORS IN EGYPT’S NEW ADMINISTRATIVE CAPITAL St. Regis Hotels and Resorts, part of Marriott International, announced the opening of The St. Regis Almasa with the rebranding of the Almasa Hotel. The St. Regis Almasa offers 270 rooms, 90 suites, 60 apartments and 14 villas. The hotel boasts a 42,000-square-foot convention center. st-regis.marriott.com

UAE

RIXOS PREMIUM MAGAWISH SUITES & VILLAS IS NOW WELCOMING GUESTS The all-inclusive Rixos Premium Magawish Suites & Villas is Hurghada’s newest resort. The five-star property features 255,000 square meters of landscaped grounds alongside 410 suites, villas, meeting halls, food and beverage options, leisure and entertainment facilities and a spa. rixos.com

RESIDENCE INN BY MARRIOTT DEBUTS IN THE UAE Residence Inn by Marriott, part of Marriott Bonvoy’s portfolio of 30 brands, announced its debut in the United Arab Emirates with the opening of Residence Inn by Marriott Al Jaddaf. The hotel features 134 residential suites, many of which boast private terraces. The hotel also features a meeting room space and a boardroom. marriott.com

KSA

EGYPT

DUBAI

SOUDAH DEVELOPMENT COMPANY LAUNCHED TO DEVELOP A WORLD CLASS MOUNTAIN DESTINATION His Royal Highness Prince Mohammed bin Salman bin Abdulaziz Al Saud, Crown Prince, Deputy Prime Minister and Chairman of the Public Investment Fund (PIF), has launched Soudah Development Company (SDC) in the Asir region of Saudi Arabia. The planned developments include 2,700 hotel rooms, 1,300 residential units and 30 unique commercial and entertainment attractions. Opening date: TBC soudah.sa

TIME HOTELS TO DEBUT IN EGYPT: TWO PROPERTIES UNDERWAY UAE-based TIME Hotels will open its first two hotels in Egypt. The properties include the five-star TIME Coral Resort Nuweiba in the Red Sea resort of Nuweiba and the four-star TIME Marina Hotel & Conference Centre near Al Alamein on the Mediterranean coast, which is being hailed as Egypt’s second capital. The 130-room TIME Marina Hotel & Conference Centre is situated just 10 minutes from New Al Alamein City on Egypt’s Mediterranean coast and can accommodate more than 350 delegates. It also features a rooftop lounge, a restaurant, coffee shop, gym and pool. Opening date: Later this year. timehotels.ae

IHG SIGNS AGREEMENT FOR VOCO BONNINGTON JUMEIRAH LAKES TOWERS DUBAI IHG® Hotels & Resorts, one of the world’s leading hotel companies, has signed a franchise agreement with Bonnington Hospitality JLT for voco Bonnington Jumeirah Lakes Towers Dubai. Currently operating as Bonnington Hotel, home to the world-renowned McGettigan’s Pub & Restaurant group, the hotel will feature 208 keys and is expected to be rebranded to voco. Opening date: Q3 2021. ihg.com

OPENING SOON

HOSPITALITY NEWS ME | JUN - JUL 2021

NEWS

HOTELS

READ MORE ONLINE HOSPITALITYNEWSMAG.COM

PEOPLE ON THE MOVE

IHG HOTELS & RESORTS APPOINTS MANAGING DIRECTOR OF INDIA, MIDDLE EAST & AFRICA (IMEA) IHG Hotels & Resorts has appointed Haitham Mattar as managing director of India, Middle East & Africa (IMEA), replacing the outgoing Pascal Gauvin who left the post at the end of 2020. With more than 25 years of experience, Mattar will be responsible for driving IHG’s business in the Middle East, Africa and the South West Asia region, taking responsibility for both both development and operations across a portfolio of 165 operational hotels and a pipeline of over 100 properties.

NEW GM FOR STEIGENBERGER HOTEL DOHA Deutsche Hospitality’s flagship property in Qatar, the Steigenberger Hotel Doha, has appointed Sherief Abouelmagd as general manager. Abouelmagd will oversee all aspects of operations at the hotel, focusing on devising and implementing optimum strategies to maximize profitability. He will also lead the management team, strengthening the hotel’s main objective to deliver excellent guest experiences.

ADAM DEVERSON TAKES UP ROLE OF GENERAL MANAGER AT CROWNE PLAZA MUSCAT OCEC InterContinental Hotels Group (IHG) has appointed Adam Deverson as the general manager of Crowne Plaza Muscat OCEC. Before joining Crowne Plaza Muscat OCEC, Deverson served as the director of food and beverage at Crowne Plaza Hunter Valley. Building on firm foundations in the industry, he served as the director of food and beverage in Riyadh, Saudi Arabia, where he achieved new levels of top-line GOP and RevPAR.

THREE NEW SENIOR APPOINTMENTS MADE WITHIN THE JUMEIRAH GROUP Jumeirah Group has announced three key appointments across three of its GCC hotels. The general manager positions across two hotels in the UAE and the group’s upcoming property in Oman have been filled by existing company talents. The three new general managers started their roles on March 15, 2021. Marcus Sutton Marcus Sutton takes on the role of GM at Zabeel House by Jumeirah, The Greens following three years at Jumeirah Emirates Towers as hotel manager and then general manager. In his new role, he will lead the team at the vibrant, lifestyle-led property, driving engagement and interest within the

ACCOR APPOINTS NEW MANAGING DIRECTOR OF RAFFLES DUBAI & SOFITEL DUBAI THE OBELISK Accor has announced the appointment of Ammar Hilal as managing director of Raffles Dubai & Sofitel Dubai The Obelisk. Joining from Fairmont Dubai, a hotel within the Accor portfolio, Hilal will oversee the daily operations of the new flagship property as well as lead the strategic direction of the iconic Raffles Dubai, pioneering the luxury hospitality scene in the city.

local and international markets, in addition to heading up the commercial strategy of the property. Kirti Anchan Kirti Anchan has stepped into the role of GM at Jumeirah Emirates Towers, an iconic landmark of the famed Dubai skyline. The promotion recognizes his extensive experience with the Jumeirah brand, gained since he joined the group in 2004, as well as his unwavering dedication in his most recent role as hotel manager of Jumeirah Zabeel Saray. Luke James In its third appointment, Jumeirah Group said Luke James will assume the role of GM and oversee operations at Jumeirah Muscat Bay, Oman, which is due to open later this year.

FOR UP-TO-THE-MINUTE NEWS ON THE STORIES THAT MATTER TO YOU MOST, read it first on hospitalitynewsmag.com 14

HOSPITALITY NEWS ME | JUN - JUL 2021

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NEWS

F&B

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THE FEMALE POWER DUO DISRUPTING THE F&B SCENE IN THE UAE AND KSA

we made sure that they all had strong stories, starting with Parkers, then Somewhere and finally Public.

Driven by their desire to create home-grown food concepts that bring people together, Amal Al Marri and Deem Al Bassam founded the Independent Food Company, a UAE-based hospitality company. Today, the firm has several groundbreaking F&B outlets, including SALT, Switch, Parker’s, Grind, Somewhere and Public. We learn more.

What has been the biggest challenge?

How did it all start? We wanted to reimagine the dining scene in Dubai, creating our own rules and exploring the boundaries of the F&B industry to truly understand what engages people. We aimed to bring much more depth and emotion to dining, away from franchises and ordinary experiences. It all started with Switch. Deem opened this restaurant based on the advice of consultants.

By far the craziest challenge was having to shut down our restaurants during lockdown. In the blink of an eye, the world turned upside down right in front of us. We had a minute to process all our restaurants shutting down and come up with an action plan to adapt. They told her that a top, luxurious location was the key to success in the F&B industry, so she opened the branch in Dubai Mall. A few years later, we decided to create a concept that was against all these rules and opened SALT, a food truck in the middle of nowhere. It garnered a lot of attention, and that’s when we realized that people really do love simple things; location doesn’t matter but rather the experience that you offer your customers. If the experience sparks emotions, then you have created a memory, which is priceless. We then realized that by giving your brand a story, a soul and a mission, it creates a community around it because you have treated the brand as human, and humans will respond to that. More concepts followed, and

We started with picking existing items from our menus that we could promote. We were always against home delivery, so it was quite difficult to adjust to the delivery scene. We believed that you couldn’t enjoy the full SALT experience by just having the food but found a way to cater to our customers during these unusual times.

Can you give us an update on the culinary scene in the UAE? It’s definitely a booming industry, and we love to see local businesses flourish and explore the endless boundaries. It’s by far the most interesting industry to keep an eye on. indpt.com Read the full interview on hospitalitynewsmag.com

IN BRIEF INTERVIEW WITH ZAID AYOU, CEO & FOUNDER SAJJ MEDITERRANEAN with amazing, dedicated people; I also built a progressive and transparent culture.

How do you foresee the future of restaurants post Covid-19?

Zaid Ayoub is a man of many talents. The Silicon Valley entrepreneur not only manages investment funds, but he also acts as an advisor to the Jordanian Professional Diaspora Network. Here, he tells us about his role as CEO of SAJJ Mediterranean, a casual food concept. How did you manage to grow SAJJ Mediterranean from a single branch in 2012 to a network of several stores and food trucks? It all boils down to hard work. We knew we had a great product and customer experience from the outset, but it was tough operationally in the beginning. A couple of years into SAJJ’s launch, we reset and reengineered the process for consistency and scale. I surrounded myself

HOSPITALITY NEWS ME | JUN - JUL 2021

I believe that convenience is key. Direct and third-party delivery platforms will continue to prosper. There will be a consolidation of virtual brands — some will succeed while others will exit the market. Ghost kitchens will play a major role in the industry, mainly for established brands to fill the gap in certain geographic areas and possibly with individual-owned operators. The direct-to-consumer (DTC) channel is the most intriguing to me; it is harder to implement but could be a game changer.

Do you have any projects in the pipeline? There are always new projects. We will resume our geographic expansion and continue with menu development, like shareable mezze items, SAJJ Plates and fun “do-it-yourself” meal kits. We will also be focusing on our DTC channel, SAJJ Market. I believe we will come out of Covid-19 stronger. I will also continue investing in promising new companies and technologies. sajjstreeteats.com Read the full interview on hospitalitynewsmag.com

The first female-led F&B concept debuts in Dubai

SLS Dubai Hotel & Residences has launched Fi’lia, a female-led restaurant. The restaurant is one of the culinary concepts that Accor acquired when they completed the acquisition of sbe hotel brands in November 2020. sbe.com/restaurants/filia/dubai Bulldozer Group’s Evgeny Kuzin awarded a UAE Gold Card Visa

Evgeny Kuzin, co-founder of Bulldozer Group, has been awarded a UAE Gold Card Visa for his commitment to the growth and development of the Emirates. bulldozer-group.com Hunter & Barrel opens at Vida Emirates Hill, Dubai

Hunter & Barrel has opened its doors at Vida Emirate’s Hills, offering clients a range of charcoal-roasted meats and vegetables, a selection of coffee and barrel-aged craft beverages. hunterandbarrel.ae Italian restaurant and lounge to open in DIFC

Mine & Yours Group, launched a new Italian concept in Dubai. Set to open in September 2021 in the heart of Dubai International Financial Center, Chic Nonna will feature an Italian restaurant on the ground floor and a lounge bar on the first floor. mineandyoursgroup.com

DHOOKAH, A UNIQUE SOLUTION FOR HOOKAH Hospitality and F&B expert George Gerges tells us how he invented Dhookah, a product that aims to provide a safe solution to hookah demand and usage during the Covid-19 pandemic.

What is Dhookah? Dhookah is the only single-use hookah and disposable that prevents cross-contamination, hence the safest option available for smokers to enjoy their time smoking a hookah. Moreover, Dhookah is also geared toward solving major hospitality problems, such as outlets completely closing down due to the risk of contamination or seeing income drastically depleted by the ban of unsafe, multi-use hookahs. That's why our product redefines the smoking experience. How did you come up with such an innovative product? I have worked in the F&B industry for the last 23 years. When Covid-19 struck, all the restaurants with hookah services in Lebanon closed down, which was a big disaster for the entire sector and the economy as a whole. I decided to fix the problem, and after months of research, I found out that the only solution to reopening such restaurants was to create an environmentally friendly, single-use, disposable hookah. What are the benefits of offering guests disposable hookahs rather than conventional ones? It is scientifically proven that the conventional multi-use hookahs can never be cleaned well enough to kill all bacteria, germs and viruses. Moreover, the plastic used is not disposable; it can be opened, manipulated and can even become more toxic when heat is applied. Dhookah is a single-use solution, which is unwrapped by the guest. It is untouched by any person apart from the user and is immediately crushed and disposed of after it is used once. As Dhookah is made from FDA-approved treated tin — a fully recyclable and food-grade safe material — it is collected by our distributors after usage and sent for recycling. What is your vision for Dhookah? My aim is to provide a solution for hookah smokers all over the world who have been unable to enjoy smoking during the pandemic. I also intend to support hospitality outlets, giving them the opportunity to offer their customers hookahs that fully respect all Covid-19 safety rules. Dhookah was not made to encourage people to smoke but to simply provide smokers with a solution that shields them from contamination and virus transmission.

dhookah.com

NEWS

CHEFS

A SWEET ENCOUNTER WITH KARIM BOURGI

Born in Senegal to Lebanese parents, Karim Bourgi graduated from Le Cordon Bleu Paris in 2000 and trained in the finest establishments in France. As a member of Les Toques Blanches du Monde, the International Cheese Guild and brand ambassador of Elle & Vire, Valrhona and Carpigiani Italia, the pastry chef talks to us about his delicious creations and plans for the future. What can you tell us about yourself? I have been living in Dubai since 2010. I am the founder of KAYU BAKEHOUSE in Dubai as well as the corporate pastry chef of Hermes Paris in the GCC.

What is your motto? Because you deserve it!

How does your Lebanese heritage influence the pastry dishes you create? My Lebanese ancestry influences my work immensely. I am a big fan of raw Lebanese ingredients, especially orange blossom water. I use this ingredient in several of my sweet creations.

What are your favorite pastry concepts? Classic desserts are my favorite; I can never imagine the world of pastry without chocolate eclairs or vanilla millefeuille.

Do you have any projects in the pipeline? I am opening a new concept under the name of CALLA in Dubai, which will be located next door to KAYU. karimbourgi.com Read the full interview on hospitalitynewsmag.com

INTRODUCING WORLDCHEFS ACADEMY AND ITS ADVISORS Amro Al Yassin, Worldchefs Academy Arabic advisor, VP of Emirates Culinary Guild (Dubai) and general secretary of the Syrian Culinary Guild; and Jihan Sahawneh, Worldchefs Academy Arabic Advisor and culinary facilitator at the Royal Academy of Culinary Arts (Jordan), explain how Worldchefs Academy is helping young talents in their culinary journeys. What does the curriculum cover? The Pre-Commis Chef Course brought to you by Worldchefs Academy, Nestle Professional and Pro Gastronomia Foundation can be followed as a complete curriculum, while individual lessons complement other existing courses or provide theoretical components to culinary apprenticeships. Participants must put their knowledge to the test as they progress through the courses. Once they pass the final assessment, they receive a Worldchefs

HOSPITALITY NEWS ME | JUN - JUL 2021

Academy certificate and a digital badge that shows potential employers that they are ready for the job.

How is this program linked to the Worldchefs Certification? Worldchefs Academy graduates are equipped with a Pre-Commis Chef certificate and a digital badge – an important prerequisite for anyone looking to apply for employment in a professional kitchen. Graduates with three years’ work experience under a supervising professional chef can apply for Worldchefs Global Culinary Certification as a Worldchefs Certified Professional Cook (Commis Chef). The PreCommis Chef Course helps aspiring chefs take their first steps toward a culinary career. Worldchefs is also launching Approved Courses, with training and learning programs provided by world-renowned institutions. Culinary professionals can find the best courses in hospitality to suit their ambitions and boost their careers.

What more can you tell us? Adding to the lineup of free courses available to our global community, the Arabic Pre-Commis Chef Course has

recently been added to the English, Spanish, Portuguese and Italian library. With the help of our language advisors and volunteers, Worldchefs is also developing the PreCommis Chef Course in German and Mandarin, which is set to launch in 2021. The Worldchefs Academy mobile app can be downloaded from the App Store, Google Play and their website. worldchefsacademy.com Read the full interview on hospitalitynewsmag.com

SUPPLIERS

WHY AUSTRALIAN MEAT IS GROWING MORE POPULAR IN THE GCC The Australian meat and livestock industry is a key supplier of safe, nutritious and halal-certified meat to the MENA region and assists in ensuring food security of the region.

Meat & Livestock Australia (MLA), a producer-owned company, provides marketing, research and development services for the Australian cattle, sheep and goat industries.

In an interview, Sam Gill, regional manager for MLA MENA, said: “The country of origin has become a rather important consideration, with around 50 percent of consumers in the GCC favoring Australian as an already-trusted supplier of red meat over other import suppliers. The combination of an unspoiled, wide and open environment as well as an unwavering commitment to quality is what makes our product so special.”

BRINGING THE FINEST EUROPEAN APPLES TO THE MIDDLE EAST

apple producing regions are the Loire Valley, southwest and southeast France. Nearly 65 percent of French apples carry the ecofriendly label.

Daniel Soares, marketing export manager of Interfel, tells us how French apples are being promoted to consumers in the Middle East.

What are the apple varieties?

What’s special about French apples? France produces on average 1.4 million tons of apples each year. The three main

Seventy percent of the apples produced in France comprise classic varieties: Gala, golden, Granny Smith, Braeburn, Fuji, red, Elstar, Jonagold. The remaining 30 percent are specific orchard apples: Jaz™, Pink Lady®, Joya®, Choupette® and Antares®. We also have PGO apples like the apples from Limousin.

With consumers prioritizing health and safety when choosing ingredients, it is important to highlight that the Australian meat industry implements worldleading practices and employs the latest technologies in processing and packing to deliver wholesome, safe food to Middle Eastern markets. “Premium Australian meat brings traditional flavor to my table in both quality and texture,” added Gill. “Consumers will find it as delicious as, or perhaps even tastier than, dishes made from local meat.” lambandbeef.com Read the full interview on hospitalitynewsmag.com

Do you have a chef brand ambassador? Yes, chef Charles Soussin. We share his recipes on our Instagram page (@FruitVegFromFr). interfel.com Read the full interview on hospitalitynewsmag.com

ENTREPRENEURSHIP AT ITS BEST WITH JOHN BALIAN What can you tell us about your company? BIM POS provides a full spectrum of pointof-sale and ERP solutions for hospitality and retail management, targeting medium to large multi-brand businesses. Our unique solutions range from front-end point-ofservice and customer-service tools to backoffice operation management systems that automate the entire operations of a business.

An entrepreneurial mindset is How were you able to overcome the what drove John Balian, CEO of challenges of Covid-19? Firstly, we worked remotely and continued BIM POS, to pursue ambitious to serve our clients, who are located in 30 expansion plans, despite the countries, from home. Our teams were challenges of Covid-19. Here, accessing their workspaces on cloud we learn more about the easily and securely. We also prioritized very urgent and high-priority requests in products and services offered by BIM POS and how the firm is order to assist our clients in overcoming meeting the needs of its clients. pandemic-related problems. We did most

of the implementations and client trainings remotely, introduced new products — like the contactless digital menu — in-house digital menus and opened integrations with many e-commerce websites to ease the delivery process and purchasing experience of our customers’ clients. Furthermore, we grew our team by 20 percent and witnessed an increase in sales by empowering our sales channels around the world and opening our second franchise office in Ghana.

What’s your most recent news? Our newest products are contactless mobile digital menus, self-checkout terminals, third-party integrations with e-commerce websites and food aggregators. Furthermore, our latest project is franchising BIM POS to Ghana and hopefully to other countries. bimpos.com Read the full interview on hospitalitynewsmag.com

JUN - JUL 2021 | HOSPITALITY NEWS ME

EVENTS

SEEN AND HEARD

ATM 2021: THE FIRST IN-PERSON TRAVEL AND TOURISM EVENT IN THE WORLD SINCE THE ONSET OF COVID-19 A total of 62 countries were represented on the exhibition floor this year, including the UAE, Saudi Arabia, Germany, Cyprus, Egypt, Indonesia, Malaysia, South Korea, the Maldives, the Philippines, Thailand, Mexico and the U.S. “This underscores the importance of ATM, connecting destinations with their source markets,” said Danielle Curtis, exhibition director Middle East, ATM. Consistent with the existing density restrictions and social distancing guidelines and regulations, numbers were restricted to 11,000 people in the halls at any given time. Now in its 28th year, ATM 2021 took place at the Dubai World Trade Centre (DWTC) from May 16 to 19. “The theme of this year’s show was ‘a new dawn for travel and tourism,’ and the spotlight was on the latest Covid-19 news from around the world – vaccine rollouts, the current state of the industry and more importantly, what the future holds,” said Claude Blanc, portfolio director, WTM& IBTM Portfolios. ATM 2021 featured 67 conference sessions with over 145 local, regional and international speakers. On site, there was a global stage, which included a hotel industry summit, dedicated buyer forums for Saudi Arabia and China, the International Tourism & Investment Conference (ITIC), as well as an aviation panel. Other features this year included Travel Forward at ATM, which has world-class technology experts, providing industry-leading insights about the latest technologies and trends that will undoubtedly shape the future of travel and tourism.

The event played an integral role in Arabian Travel Week, a 10day festival of travel and tourism events taking place in Dubai and online. In addition to the in-person Arabian Travel Market event, other travel events formed part of Arabian Travel Week, namely: travel technology exhibition Travel Forward, ARIVAL Dubai for the tours and attractions sector, GBTA’s half-day virtual business travel conference, ITIC’s Middle East Tourism Investment Summit, speed networking events for digital influencers and regionally focused buyer groups including China, and of course ATM Virtual, the online edition of the ATM exhibition. This year, for the first time in ATM history, a new hybrid format meant a virtual ATM running a week later to complement and reach a wider audience than ever before. ATM Virtual, which made its debut last year, proved to be a resounding success attracting 12,000 online attendees from 140 countries. wtm.com

THE HOTEL SHOW DUBAI RETURNS FOR ITS 21ST EDITION

CALENDAR SEPTEMBER 2021 5 - 7 Sep. KSA SAUDI HORECA The Saudi International food beverage & hospitality exhibition Semark Saudihoreca.com

The Hotel Show Dubai, the largest event of its kind in the region, returned live and in-person to the Dubai World Trade Centre from May 31. The show welcomed thousands of enthusiastic visitors and exhibitors from over 20 countries for three days of conferences, competitions and workshops. Underlining the importance of live events as an integral part of the region’s hospitality industry, HRH Sheikh Ahmed Bin Saeed Al Maktoum inaugurated the 21st edition of the popular trade event. Boasting twice the number of seminars and three times as many speakers as previous editions, The Hotel Show Dubai 2021 encouraged the revival of the hospitality and tourism sectors, indicating a bright and prosperous future for all stakeholders. Among the show’s highlights was the Hospitality Leadership Forum, which offered attendees a rare opportunity to network with the industry's most outstanding leaders. Issam Kazim, CEO of Dubai Corporation for Tourism & Commerce Marketing, was welcomed with a standing ovation in recognition of DTCM’s decisive handling of the pandemic over the past 15 months. thehotelshow.com

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7 - 9 Sep. ABU DHABI SIAL ME SIAL Middle East FZ LLC sialme.com 7 - 9 Sep. KINGDOM OF SAUDI ARABIA THE HOTEL SHOW SAUDI ARABIA Dmg Events Middle East & Asia thehotelshowsaudiarabia.com 22 - 25 Sep. IRAN IRAN AGROFOOD Fair Trade Messe iran-agrofood.com 23 - 27 Sep. FRANCE SIRHA LYON GL events Exhibitions sirha.com

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BUSINESS

MARKET UPDATE

MAGICAL

MOROCCO For many travelers, a holiday represents a dreamlike escape. Rishabh Thapar, director of HVS’s Middle East and Africa team, tells us why Morocco is hitting all the high notes with explorers looking for something a little different.

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In collaboration with

Rich culture, history and culinary experiences: Morocco has it all. Along with Egypt and South Africa, it is one of the most visited countries across the continent. In 2019, Morocco saw a record 13 million international visitors on the back of steady annual growth of 5 percent from 2012 to 2019. With tourism receipts representing one of the main sources of foreign currency and contributing to 7 percent of GDP, there is a strong push by the government to revive the industry from the effects of the pandemic.

Growing source markets Akin to most developing countries, tourism receipts in Morocco are driven largely by international tourism. Foreign arrivals accounted for just under 70 percent of annual tourists before the pandemic. France, Germany and UK have traditionally been the top source markets. In fact, in 2012, the French market represented a larger share of overnight stays when compared to the domestic market. Since then, domestic overnight stays have grown by an annual rate of 6.8 percent — faster than the international market at 4.7 percent — representing 31 percent of the market in 2019. This trend is testimony to the growth of Morocco as a nation, one that most African economies are trying to emulate, especially taking account of the pandemic.

Impact of Covid-19 and outlook As per the World Bank’s 2021 Economic Prospects report, Morocco’s GDP growth declined from 2.5 percent in 2019 to an estimated -6.3 percent in 2020. However, the rebound is expected to accelerate quickly compared to other major regional economies and has been estimated to reach 4 percent in 2021 and 3.7 percent in 2022. Even though recovery in tourism suffered early setbacks in 2021, due to continuing infection waves in source markets, Morocco’s vaccination drive is among the fastest across the continent and is keeping pace with the vaccination drive in Europe. As of April 20, about 13 percent of the population had received at least one dose and 11.5 percent had been fully vaccinated. The hotel market in 2020 saw a 78.5 percent decline in tourist arrivals to Morocco. Marrakech, Casablanca and Agadir

accounted for about 70 percent of the international market in terms of arrivals and suffered the biggest impact as a result of Covid-19. Marrakech and Casablanca saw a decline in occupancy of 70 percent and 58 percent respectively. Marrakech’s reliance on the meetings and events segment led to it witnessing the sharpest decline in occupancy among the North African gateway cities, though the average room rates improved by 15 percent. Casablanca and Tangiers (predominantly business destinations) saw a decline in rates, while Agadir — which has historically relied on international tour operators — saw a rise in average rates as domestic tourism replaced some of the demand. With the challenges of new waves in source markets, evolving travel restrictions and seasonality trends, we expect Agadir to experience some peaks and troughs, even though it promises to become the first market in the country to recover from the pandemic. The business destinations relying on domestic demand are also likely to witness steadier recovery as vaccinations are administered and travel resumes. Domestic and regional markets are expected to drive the recovery initially, followed by “low-risk” source markets in the short term.

Most of Morocco’s current active pipeline consists of luxury and upscale hotels concentrated in traditional markets and the development of branded hotels. In response to the pandemic, the government has taken various steps to support and revive the sector. Allowing the hospitality sector to retain deposits in lieu of future bookings, deferring taxes, loan moratoriums and providing cash support to furloughed employees were some of the short-term measures adopted. In the long run, the country is trying to create an environment for investment, new business and development through reform projects. The Mohammed VI Investment Fund aims to support investment projects in public-private partnerships and to contribute to the growth

of SMEs. The Ministry of Tourism is working on developing new markets in Asia and the Americas, understanding and adapting to evolving consumer patterns.

Opportunities Most of Morocco’s current active pipeline (around 4,000 rooms under development) consists of luxury and upscale hotels concentrated in traditional markets and the development of branded hotels, including the likes of Hilton, Accor and Marriott expanding to Taghazout. Within the luxury space there is opportunity to develop landscape/nature-based projects with a wellness ideology. There is also scope for lifestyle hotels that promote a “work, play, stay” culture, which could even extend to a midscale positioning and urban metropolitan/business destinations. Millennials and Gen-Alpha are increasingly driven by experiential tourism and base their decisions on authentic, user-generated content and social media. Brands such as Equinox, Latitude Hotels and Selina are examples of concepts that are challenging the traditional hospitality landscape across price points. The growth of domestic tourism, targeting some of the biggest outbound markets in the Americas and Asia, and evolving traveler expectations present a great opportunity for Morocco to fill the gaps in its product offering by building for a variety of experiences and positionings. It is important to understand and evolve with the needs of the new growth markets while consolidating traditional sources. With millennials redefining the boundaries between work and play, remote working is another segment that could be exploited, especially given Morocco’s popularity and connectivity with European markets.

Conclusion Morocco’s strategic location in North Africa, good connectivity, abundant and varied landscapes, pro-tourism strategies and experiential tourism prospects offer advantages for the country to expand its hospitality offerings in line with anticipated travel patterns. With favorable long-term policy and continuous vaccination drives, Morocco is envisaged to keep growing its tourism and hospitality sector.

JUN - JUL 2021 | HOSPITALITY NEWS ME

BUSINESS

LODGING

REDEFINING HOTELS IN THE To what extent has Airbnb really impacted the hotel industry? Bani Haddad, founder and managing director of Aleph Hospitality, looks at both sides of the argument and draws his own conclusions.

Since Airbnb’s arrival in 2008, there has been significant talk about its impact on the hotel industry. Amid the global Covid-19 pandemic, which caused massive disruption to the global travel industry, Airbnb went public in December 2020. As tourism gears up for recovery, this debate appears to have resurfaced. When Airbnb first launched, many hospitality and travel leaders expressed their concerns and predicted that the hotel industry would soon be in a “state of shock” due to the rising popularity of this new concept in the sharing economy. In contrast, there was also a sentiment that the arrival of Airbnb would only strengthen the hotel industry and accelerate the much-needed innovation of the sector through healthy competition. As a hotel operator, I have followed this debate over the years, and despite all the discussions, opinions, analyses and reports, I am yet to see convincing and concluding data on the true financial impact of Airbnb on hotels. I personally didn’t witness many complaints from fellow hoteliers about losing specific business to Airbnb; if anything, I saw the arrival of Airbnb as a positive push for us to be more agile, dynamic, efficient, transparent and innovative. Like the launch of any new concept in the sharing economy that revolves around a digital platform and presence, hotels have had to up their game when it comes to online visibility, digital marketing, pricing strategies and transparency as well as the overall guest experience delivery. One of the key things to consider in a post-Covid-19 world is health, safety and hygiene, which has become one of — if not the — most important decision-making

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factors for travelers when choosing their accommodation. Again, there are conflicting reports, with some claiming that travelers will prefer to stay in hotels because of the enhanced cleaning and sanitization programs that most brands have put in place, while others say travelers are more likely to book Airbnb accommodation to isolate and avoid public areas that are common in hotels, such as busy lobbies and elevators. The debate may never end, but does it matter?

I strongly believe that it’s our agility and flexibility that enables us to adapt to the ever-changing needs of travelers, as well as the new dynamics of our industry. With Airbnb having opened up its platform to hotel distribution in 2018 and the current recovery mode of the industry in the aftermath of the global health crisis, I believe that there is enough room for hotels and Airbnb to coexist positively and profitably. While we shouldn’t underestimate the size and reach of Airbnb — or rest on our laurels now that travel demand is on the rebound — I believe we should focus on what our guests expect from us as hotels instead of trying to work out how we should redefine ourselves from industry players such as Airbnb in a post-Covid-19 era. Yes, we are both competing for attention from travelers after an immensely challenging year, but our clients are not necessarily the same. Instead, I think we should concentrate on enhancing and modernizing our products and services, making them more accessible.

Take health and hygiene as an example; we know safety will be the top priority for our guests and they expect heightened cleaning and sanitization protocols as well as contactless services when they start traveling again. Let’s focus on providing these things. We are also well aware that travelers are increasingly looking for highly personalized services and experiences as well as more conveniences, so let’s concentrate on ensuring we can deliver these. I strongly believe that it’s our agility and flexibility that enables us to adapt to the ever-changing needs of travelers, as well as the new dynamics of our industry. During the pandemic our industry has proven that it can be agile and flexible, and we must continue to do so in the new normal. Let’s not forget that we overhauled health and safety protocols almost overnight, pivoted our accommodation offering by turning hotel rooms into offices and assisted governments around the world by converting our hotels into quarantine centers. It’s the pandemic that posed the biggest threat to our industry to date, and I am confident we can emerge even stronger. Platforms like Airbnb give travelers more choice and variety when it comes to accommodation options, so it’s up to us as hoteliers to raise our game, differentiate our offering and ensure we don’t lose market share. As people start traveling again, we will all be eager to court new business. However, I recommend that we stay focused on the recovery of the travel industry instead of trying to outdo each other. We’re all here to stay.

BUSINESS

ARCHITECTURE & DESIGN

DESIGNING THE ULTIMATE GUEST ROOM

It's not just about designing hotel rooms anymore, rather it's about designing an experience that flows from the moment a guest checks in. Renowned architect Galal Mahmoud checks out the latest guest room design trends.

Psychographic profiles are driving design decisions. Hotels can no longer simply label themselves as business or leisure; people are doing business while they play and playing while they travel for business. There has to be a degree of escapism, fun and leisure, even in business hotels. People want to go beyond the routine and try something new. A guest room has become a cocoon that encompasses functionality, versatility, design, escapism and comfort. These must all coexist in a space of around 35 to 45 square meters.

Bathrooms With people taking better care of their health and wellbeing, guest bathrooms have to be more relaxing and cozy, less stark and slick. More and more, hotel bathrooms are making use of natural light.

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In space-conscious, city hotels, you will often see large showers rather than a tub and shower. The exception is a soaking tub in suites and where space permits. Bathtubs are still a must in family-oriented resorts but usually only in double-bedded rooms. New forms of wellness are being incorporated. Guest rooms are being designed so that bathrooms blend with the main room. Visual space is borrowed between the bedroom and the bathroom, all while allowing for flexibility when privacy is needed. Rain showers are often replacing tubs, and toilets are being concealed in innovative ways to still benefit from natural light and views.

Workspace When guests work on their laptops, they do not want to look at a wall; they want

to see a view, but they also want to watch CNN. They want enough space to indulge in relaxing activities in their rooms, so interiors that are warm and friendly yet feature edgy designs are important. Guest rooms are getting bigger because they have to be multifunctional. Operators used to think that small rooms encouraged guests to go out and spend more in the restaurants and bars. Now, hoteliers are realizing that guests are willing to pay more for the lifestyle experience afforded by larger rooms. Furthermore, guest rooms used to include a dining table. Then, they had to have a desk. Now, you might see a table on casters that can be rolled up to the foot of the bed. Guests have new working tools that are light and compact, allowing them to work on the bed, lounger or couch. The working desk is not a priority fixture

A guest room has become a cocoon that encompasses functionality, versatility, design, escapism and comfort.

anymore. Guests can decide how the table is used — whether as a desk or a table for breakfast in bed. They need a place to relax and watch TV, a place to simply lounge around. They need to be able to customize the experience by changing lighting levels. Guests do not necessarily want the same lighting for dining as they do for reading in bed. The TV itself has to be compatible with laptops, iPads and other technologies so that guest can prepare their presentation on a large screen or watch the movie or series they downloaded on their laptop. In addition, connectivity to compact sound systems is a must.

Amenities Minibars and amenities should be easily accessible and part of the experience by thoughtfully integrating them into

cabinetry. Wardrobes — although not necessarily large in size due to airlines’ luggage restrictions — should also appeal and be designed like full walk-in spaces, sometimes without doors and with wood veneer cladding.

Layers Hotels are created from layers. The first is the operational layer, which makes the hotel functional. Clearly design architects are required to create adequate space for operations to run smoothly. On top of this is an invisible layer, which is where a story is built. But where does it start and where does it end? For a hotel guest, the experience is a living one that begins as he or she enters the hotel and continues to the guest rooms. Creating a story, therefore, is likened to creating a

movie and the building of a scenario, the elements of which are numerous: cultural, artistic, social, historical and geographical. Architects and designers must research and gather as much information as possible to understand the elements and the environment in which they are working. Yet to be successful, the storytelling must be subliminal; it must be interpreted and learned by the guest in order to be understood. My philosophy is to bring to life spaces and buildings that often blend and even disappear within their environments. Ultimately, it is about creating elegant and harmonious dialogs between structures and their surroundings.

JUN - JUL 2021 | HOSPITALITY NEWS ME

BUSINESS

EYE ON

In collaboration with

AMERICA’S GREAT

RESTAURANT REBOUND

Like elsewhere, the United States’ restaurant sector has had a tough time responding to the seemingly endless challenges posed by Covid-19. However, interesting trends are emerging, as Rod Clough, President of HVS Americas, explains.

The pandemic has hit America’s food and beverage industry hard, with restaurants and cafes bearing the full brunt of social gathering restrictions. Many were forced to offer takeaway only during the lockdowns. When they reopened, they had to adhere to capacity restrictions. While some were able to endure the difficult period by securing funds through the Paycheck Protection Program, other establishments were not so lucky and closed permanently. It is clear, however, that Americans are eager to return to their favorite restaurants and bars, and the sector is poised to make a formidable comeback this summer. The U.S. restaurant industry continues to evolve and innovate, and there are several important trends to keep an eye on.

Food halls The modern food hall provides visitors with a huge variety of cuisines to choose from that are prepared in mini kitchens that line the edges of the space. These halls tend to have central bars and may even offer cocktail service. Chefs are able to come together and produce their works of art with a fraction of the investment required to open an independent venue. College food halls have long since operated in much the same fashion, but when one vamps up the design, prices, food quality and innovation, adding a little bar service on top, this concept works well outside the university environment.

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Speakeasies

Deposits

Sipping a unique craft cocktail with friends in a swanky club-like bar has become a popular pastime. While these types of venues are nothing new to major markets, we are seeing more and more of these venues popping up in secondary and tertiary markets. One advantage from a property owner’s standpoint is that these venues are well suited to basement spaces that may otherwise not generate revenue. Craft cocktails can often be charged at higher prices, which can boost profits. Some venues are designed with catchy themes or gimmicks, such as requiring a password to enter or being hidden behind a secret door. Don’t be surprised if you see a speakeasy in a hotel basement near you.

Have you ever had to pay a deposit for your restaurant reservation? This is a relatively new trend that involves a charge being applied per person, which guarantees the booking and is forfeited in the case of a no-show. This little gem will surely take some getting used to for customers, but for popular venues, it reduces the risk of an empty table and lost earnings. During the pandemic, when restaurants were limited in terms of seating capacity, this type of revenue guarantee was certainly helpful. It is thus likely that the trend will continue to spread far and wide in the post-pandemic era.

The days of a plain, boring dining room are fading, thankfully. Rooftops Rooftop venues are popping up across the U.S., as tops of parking garages and hotel buildings are converted to hip venues that attract couples and groups for post-work cocktails and chilled evenings. While the speakeasy may be furnished with cozy, sumptuous booths and high-top tables in a darker atmosphere, the rooftop venue is more likely furnished with casual furniture that is grouped in living-room type configurations. Comfort, bright and a garden-like atmosphere is more likely to be found in today’s emerging rooftop trend.

Highly designed restaurant Over designing isn’t necessarily a bad thing. The days of a plain, boring dining room are fading, thankfully. Increasingly, restaurant owners are hiring well-known designers to put their own spin on a restaurant, sharing their work widely across their social media platforms and creating significant buzz for the venue. Establishments are creating Instagram-worthy moments everywhere you turn and investing in a renowned chef to complement the design with an innovative menu. I, for one, am excited to watch the industry continue to innovate, surprise and delight guests with new menus, designs, decor and concepts. Rest assured that this industry has plenty more up its sleeve.

BUSINESS

INFLUENCERS

THE KITCHEN’S HOTTEST RISING STARS One thing’s for sure: the Middle East is bursting at the seams with talented chefs who are making their culinary mark. We turned up the heat and spoke to some of the brightest stars in the kitchen to learn more about their experiences at home and abroad.

How would you describe yourself? I’m an energetic and methodical executive chef who is always eager to lead. I constantly seek to maximize customers’ satisfaction wherever I am.

What’s your motto? It’s OK to play with your food.

Which event has had the greatest impact on your career?

ADNAN ABARKACH Executive chef Luscious Catering Qatari

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When I was a child, I used to cook with my mother. It was then that I noticed how food brings family together. I loved this feeling, and I decided to create moments to unite people to share a delicious meal.

What does it take to be a successful executive chef? It takes passion, ambition, patience and consistency.

How are you influencing the industry and making your mark? By promoting creative ways to serve quality and healthy food.

TAREK ALAMEDDINE

TALA BASHMI

AZIZ DASHTI

Culinary director Baky Hospitality Lebanese

Head chef/Patron Fusions by Tala at The Gulf Hotel Bahrain Convention & Spa Bahraini

Chef Kuwaiti

How would you describe yourself?

The richness and variety of Levantine cuisine fueled my passion for cooking. I enrolled at Les Roches, receiving a degree with merit and, upon graduation, I interned at D.O.M. The idea of using authentic, local flavors to create a contemporary gastronomic experience was captivating.

Educated in Switzerland, I am the first Arab chef to own an eponymous restaurant at a five-star hotel. I participated in season four of Top Chef Middle East and was ranked among the top three contestants. My aim is to leave a footprint in the culinary world by putting Bahrain on the map.

After graduating from Le Cordon Bleu, I worked at Sheraton Kuwait and then traveled to Spain to join Asador Etxebarri, which is ranked among the 50 best restaurants in the world. Furthermore, I’ve produced a documentary about local street food culture in Kuwait.

After finishing the internship, I joined Noma’s team, where I worked as a sous-chef. There, I focused on doing research on old Levantine techniques and ingredients that could be introduced to the dishes we serve.

What’s your motto?

No one is you, and that is your power.

If you love what you do then nothing can stop you. But if you can’t handle the stress, don’t do it.

What’s your motto? Nothing inspires innovation as much as nature, so immerse yourself in nature, get inspired by local produce and just cook.

Which event has had the greatest impact on your career? Dine Beyond War was a pop-up dinner we organized at a school in Lebanon in September 2019. It was a memorable and emotional event. Also, being able to cook in the village where I grew up, using the ingredients my grandmother and mother used to forage when we were kids, really sparked my imagination.

What does it take to be a successful executive chef? It takes dedication, dedication and more dedication. In addition to hard work and commitment, chefs must always be aware of their surroundings and what products are available locally. It is important to visit farms, learn old techniques and how to forage.

Which event has had the greatest impact on your career? More than an event, there was a period that stands out. I was thrown in at the deep end when I was in the kitchen of a restaurant in Switzerland. I had to learn a new language, work under the guidance of an extremely demanding chef and adapt to a high-pressure environment. That was the moment that I realized what it actually takes to succeed and how much I was willing to endure to make it in this industry.

What does it take to be a successful executive chef? Well, there’s much more to it than delicious food and good knife skills. Patience, flexibility, creativity, drive, the ability to inspire others and understanding numbers are fundamental.

Which event has had the greatest impact on your career? Deciding to drop everything and focus on studying food.

What does it take to be a successful executive chef? Dedication, hard work and being passionate about what you do.

How are you influencing the industry and making your mark? I work with local farms and fishermen to showcase local products. Although we live in the desert, we have seasons. My goal is to create a fine-dining experience using local ingredients. I want to open my own restaurant and highlight Kuwaiti ingredients.

How are you influencing the industry and making your mark? What I'm trying to do is reshape the palates of people in my community and region. I create experiences for my guests while being inspired by traditional Bahraini and Middle Eastern dishes and reinventing them.

How are you influencing the industry and making your mark? I am making my mark by sourcing local produce, visiting farmers, understanding seasonality and ingredients, and learning the science behind the techniques used by our ancestors then applying them mindfully in the dishes I prepare. The sublimation of Levantine gastronomy — rediscovering the essence of these remarkable recipes and adding my signature — provides a clear sense of purpose.

JUN - JUL 2021 | HOSPITALITY NEWS ME

BUSINESS

INFLUENCERS

SEREEN SAMIR KURDI

LAILA S. NAJM

MOHAMMED INANI

Founder and executive chef The Local Table Jordanian

Chef Palestinian-Jordanian

Executive chef and partner Chifty Saudi-American

How would you describe yourself?

I kicked off my culinary journey at Les Roches in Jordan and obtained my diploma in culinary arts with distinction. I then completed a bachelor's degree in Culinary Arts Summa Cum Laude at Kendall College and worked in the events department at the college. Following on from there, my journey took me to Aquavit, a two-Michelin star restaurant in New York.

Classically trained in the culinary arts, I weave elements of Middle Eastern cuisine with consideration to the authentic nuances of my own Palestinian-Jordanian heritage. By utilizing my hybridity of being an immigrant, my work displays a thoughtful appreciation for history, culture, literature and art. To me, cooking and food writing are powerful tools to highlight the intersection of flavors with artistic expressions through various cuisines across the globe.

I have studied engineering but decided to pursue my real passion — cooking. I started working in kitchens in the U.S. in 2012, climbing the ladder until I became a sous chef at the three-Michelin star Saison in San Francisco. I’ve worked at top restaurants like Nobu, Morimoto and three-Michelin Atelier Crenn.

After my experience in the U.S., I moved back to Jordan and taught at Les Roches. It was then that I started The Local Table as a way of highlighting local products and producers, and to create a unique finedining experience. In parallel, I accepted an offer to join Her Majesty Queen Noor Al Hussein as her head chef for two years. Most recently, I became the managing partner of an F&B company in Amman while taking on consultation projects around Jordan for outlets across the country.

What’s your motto? "Be who you are and say what you feel." Dr. Seuss.

Which event has had the greatest impact on your career? There were actually three events: the moment I was interviewed and accepted into Les Roches in Jordan, getting the job at Aquavit and starting The Local Table.

What does it take to be a successful executive chef? You need to be creative, driven, empathetic, hard working and be able to learn.

How are you influencing the industry and making your mark? I am making my mark by seeing the reactions of diners when they attend the pop-up dinners we organize. Being able to highlight locations, local produce, producers and native ingredients is amazing. We were the first to deliver pop-ups in Jordan and to fully source local and organic produce and ingredients, which set a precedent for these types of events in the country.

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What’s your motto? Exploring culture and history through food and fermentation.

Which event has had the greatest impact on your career? During my first pop-up event, Mirage, I realized that I was able to celebrate my heritage and prove that food can be presented in whatever way I choose to express it. I also understood that despite the prejudice faced as an immigrant woman of color, I was still able to forge an indescribable love for what I do and make it my own.

What does it take to be a successful executive chef? It takes humility, resilience and an open heart. Chefs have to remember that we’re always learning and making mistakes is part of the process. We should remain focused, keep pushing and be open to inspiration that helps us create a path in the food industry that works for us.

How are you influencing the industry and making your mark? The main goal of what I do is to help elevate Levantine cuisine on the culinary map. Middle Eastern cuisine is so special to me, and I want to keep celebrating it throughout my work. My wish is to further the exposure of Arabic cuisine while highlighting the rich history and culture behind it. I believe that by doing this, I am setting an example for other chefs of color, particularly women, to establish themselves in the culinary industry and embrace their unique heritage.

After leaving Saison, I started doing pop-up dinners in the San Francisco Bay Area. At the end of 2018, more than 50 pop-ups later, I moved to Saudi Arabia and started teaching culinary classes. I then got involved in the Chifty project, which is what I’m currently working on.

What’s your motto? Hard work and discipline matter most.

Which event has had the greatest impact on your career? It was probably when I was promoted to a sous chef at Saison after only six months at the restaurant and earning the trust of world-renowned chefs.

What does it take to be a successful executive chef? Being a successful executive chef comes from years of hard work, discipline and patience.

How are you influencing the industry and making your mark? I have taught many culinary courses since I’ve been back in Saudi Arabia and helped many people achieve their goals. I also started Chifty restaurant and lounge to get a sense of how people view food here. It’s only the beginning, and we will do more things in the near future to improve the industry in KSA.

F&B

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HANDLING

NO-SHOWS AT RESTAURANTS No-shows can have an enormous effect on business, especially those within the F&B sector. Almir Ambeskovic, CEO of TheFork, looks at ways restaurants can minimize the number of clients that simply don’t show up.

In a no-show situation, a customer does not honor their reservation. Without warning, they do not turn up for the activity or service they have booked. This practice affects the F&B sector, the hotel industry, the medical community and countless other businesses. If the possibility of reserving lunch or dinner at a restaurant online offers customers greater freedom, failure to keep this reservation promise can be viewed as symptomatic of our society. Acceleration of the pace of life, excessive consumerism, the dehumanization of the provision of services and the absence of good citizenship are inherent in our current lifestyles and can often lead to a no-show. There are no typical profiles for this type of practice; it could be a busy couple with too many things on the to-do list who forget to call and cancel, the individual who views the reservation as an option or the shy customer who doesn't dare call the restaurant to cancel for fear of disturbing the staff or being reprimanded. No-show rates also depend on the culture, being higher in Latin America than in the Nordic countries. But the no-show, beyond a simple incivility, has direct repercussions on the activity of the restaurant: loss of turnover, disorganization of the service and food waste, to name just a few. It is because of such negative consequences that online reservation systems like TheFork have become important, tackling no-shows with cross-sectoral action plans supported by concrete and effective measures. At

TheFork, the application of the plans have made it possible to reduce the no-show rate by 31 percent overall. Among the noshow customers who booked through the platform, 90 percent did not repeat their behavior during the following six months.

Safeguards, implemented at different stages of the process, aim to make the customer aware and accountable.

Email and SMS reminders By confirming reservations through e-mail and SMS, customers will be reminded that they must cancel if they are unable to make it. Sending a message on the day of the reservation helps customers remember to cancel if they can’t make it. Facilitating the cancellation process for the customer is imperative so that this gesture becomes automatic: one click on the phone to cancel. It's easy, saves time and benefits both the client and the restaurant. If no-shows still occur, others measures can be taken, like sending users a message reminding them this behavior is problematic and forbidden. Moreover, if a user constantly harms a restaurant by repeating this behavior, their account can be suspended. At TheFork, there is a dedicated team to handle repeated no-shows.

Software Management software programs, like TheFork Manager, can offer restaurant owners the opportunity to use a reliability meter for each customer. This tool allows them, for example, to leave a client a comment explaining that they have not turned up in the past and to be aware if they are planning to book again.

Credit cards to secure bookings On top of these measures, one of the most effective tools to secure the reservation is the credit card imprint option. The best insurance against a no-show is to bypass the problem altogether by making customers pay in advance, leave a security deposit or by taking a credit card imprint. Using the credit card imprint decreases no-shows by 65 percent, as the client knows that if they don’t come, they will lose money. While the no-show can still take place, the adverse effect on the restaurant is less marked as the business receives compensation. These safeguards, implemented at different stages of the process, aim to make the customer aware and accountable while reintroducing the human touch within a dematerialized relationship. Furthermore, it is fundamental to shed light on this topic through campaigns that explain the consequences of no-shows on restaurants, especially in the current challenging conditions. The restaurant industry has experienced a tough year because of the pandemic and needs more support than ever to welcome guests again.

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BUSINESS

F&B

GETTING TO GRIPS WITH GENERATION Z Having grown up with technology, Generation Z is one of the most advanced — and sophisticated — of all generations. Maya Bekhazi Noun, founder and managing director of The Food Studio, explains how this group is calling the shots, especially in the world of food and beverage.

My 11-year-old daughter frequently asks for homemade ramen and kimchi for dinner, and yet she has never been to Asia. She also has smartphone applications to order food from her favorite restaurants and typically asks to buy certain ingredients because she wants to try a trendy recipe for a TikTok post. In essence, my daughter is a typical Gen Zer or zoomer, the generation born after 1996. Her generation is far more diverse than any previous one, and they are on track to become the most educated and creative generation yet. They are enthusiastic and discerning in their choices, especially when it comes to food and beverages. Even if there are similarities with millennials — their predecessors we should not assume that they are the same. Generation Z was born in the digital world, with PCs, smartphones, gaming devices and the internet. This generation has virtual friends who they often socialize with on social networking sites. Convenience is key; they have no memory of the world before smartphones, hence they are accustomed to ordering a meal at the touch of button. The Gen Zer is always plugged in and exposed to a variety of cuisines and cultures.

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Connectivity Tech-savvy zoomers are never without a phone. Their reliance on technology is stronger than previous generations and previewing the menu on Facebook and posting online reviews in real time is the norm. Typically, Gen Zers decide if they want to eat at a restaurant based on the establishment’s social media accounts alone, preferring food that is photogenic and worthy of a post on Instagram. Indeed, Instagram-worthy dishes are often enough to drive Gen Z to a restaurant. This generation favors the new and innovative, yet loves classics. Generation Zers are enticed by delicious food and exciting flavors — anytime, anywhere.

Eating Like all youngsters, Gen Zers likes basics and classics, enjoying burgers, pizza, chicken, sandwiches, salad and fruit, yet they also strive for more flavors, combinations and variety. Generation Z is willing to try new food and out-of-the-box food trends, seeking restaurants that offer trendier food choices alongside more traditional ones.

Zers love more authentic and varied global offerings, such as Mediterranean, Southeast Asian, Korean, Middle Eastern and Mexican options. Hot, spicy and exotic flavors are popular among Gen Zers. Healthy, plant-based, fresh, natural, organic and sustainable as well as local, authentic, farm-raised and free-range foods resonate with Gen Z more than any other generation. However, this generation looks for authenticity and truth. Zers value ethics and gravitate toward restaurants that are transparent with their menus and products, the origins of their ingredients and how they prepare their dishes. Zoomers also expect brands to apologize and take corrective measures for their mistakes. Having vast amounts of information at their disposal, this pragmatic and realistic generation of consumers expects to be in full control — accessing, evaluating and analyzing a broad range of information before making any purchases. “Flexitarian dining” is a concept that has been embraced by young consumers, and Gen Zers believe that you don’t have to be vegan to want to consume more vegan

Generation Z is willing to try new food and out-of-the-box trends, seeking restaurants that offer trendier choices alongside more traditional ones.

foods, especially vegetables. Integrating vegetarian options without deciding to go fully vegetarian is very common among Gen Z consumers. We can easily deduce that this generation will be pushing the food industry in a healthier direction. Healthy eating often comes at a higher price tag, and zoomers are willing to pay more for fresh and wholesome foods as well for products that support social responsibility and contribute to local communities. Gen Z diners feel at ease dining out and socializing for extended periods of time, particularly at coffee shops. It is the norm for students to meet at coffee houses for long hours to study in groups or individually while connected. Thus, coffee shops have invested in creating comfortable and convenient environments — similar to a second home — where visitors can gather in groups, share snacks and benefit from a high-speed internet connection. Although Gen Zers drink coffee in all its forms, they are young consumers and drink soda frequently. This generation also orders more lemonade, bottled and flavored water, fruit juice and smoothies.

Individuality Generation Z values individuality and favors singularity, thus zealous consumers are not only drawn to personalized products but also willing to pay a premium for items that highlight their individuality. This generation has huge purchasing power and is expected to heavily influence all retail marketing practices, both from a technological and product-specific point of view. It is im-portant to explore zoomers’ expectations of the future with regard to smart retailing, since Gen Z has more clout than any previous generation to redefine production and consumption. Restaurants, quick-service eateries and fast food chains are all using smart technologies to improve consumer shopping experiences and remain competitive. As the number of people shopping online has increased dramatically, establishments continue to increase their IT budgets, as they aware of the importance of IT and its usages for achieving higher exposure, productivity and sales.

Finally, the influence of Generation Z is likely to continue and strengthen. As the generation grows older, it will expect fast, continuous change and innovations, which it will want to be the first to discover. Thus, the biggest future challenge for marketing and consequently for retailing seems to be the zoomers.

In a nutshell Gen Zers want it all: the delicious, the varied, the convenient, the affordable, the experiential, the customizable, the healthy, the honest, the transparent and the ethical. They expect proper menu call outs with a very clear ingredients list. This generation is drawn to casual dining but also wants access to street food as well as fine-dining options. But most importantly, it yearns for experiences that are high in quality and good value for money. Zoomers simply want things their way — all the way.

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BUSINESS

TRENDS

GLOBAL VERSUS REGIONAL F&B TRENDS The Middle East is renowned for its prowess in introducing foreign cuisines locally, but which ones really stand out? Nagi Morkos, founder and managing partner at Hodema consulting services, dishes up the hottest food trends in the region.

Basics Burgers, pizzas and pasta dishes remain unbeatable in the region, with dozens of international brands spread across the GCC, Lebanon, Egypt and Jordan. These dishes have found their way into our everyday diets. Some Middle Eastern developers have thus created their own brands to compete with the likes of Pizza Express and Five Guys. Although most outlets are in the casual dining segment, a few have decided to develop a high-end offering, such as Roberto’s in Dubai. But the mid-range segment should prevail in the coming months, strengthened by Lebanon’s economic crisis and ailing economies in the rest of the region.

Eating local Another trend on the rise, which was already spotted last year, is local cuisine. For a long time, eating out meant going for Western or foreign dishes, but now traditional recipes finally have their moment in the spotlight. However, Lebanese food has always been treated differently, having been a regional — and even global — favorite for a long time now, thanks to its healthy ingredients and simple recipes. Lebanese restaurateurs have also succeeded in promoting their delicacies, as they understood way back that food offered a great business opportunity with decent upfront investment. Now Emirati food is the latest fad, with khuzi and al machboos enjoyed by locals, expats and visitors. Popular hotels have even decided to dedicate their in-house restaurants to regional cuisine, such as Aseelah at the Radisson Blu Deira Creek. This trend sets

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a precedent in the Middle East; the region has a tradition of importing foreign ideas and concepts, with hundreds of Western brands having settled in the area, but is now promoting and exporting its own, although the move remains a timid one. There is still a lot of room for expansion and many new local concepts could emerge in the coming months.

Some Middle Eastern developers have created their own brands to compete with the likes of Pizza Express and Five Guys. Keeping it casual So what are the differences between this year’s global and regional trends? The main one is that successful outlets are emerging from the casual segment. This doesn’t mean that there are no successful high-end establishments; they are just different to those found in Europe or the United States with chef restaurants.The cuisine is generally less specialized. On the other side of the spectrum is the fast food sector, dominated by street corner shops. This sector is alive and well across the region but does not represent a trend per se.

From grab-and-go to grab-and-stay Another specificity is the half-hearted popularity of the “grab-and-go” and “walk in” concepts, favorites in North America’s urban areas. Walking around New York or Toronto, and even London,

you often spot busy commuters running errands with a coffee or a sandwich in hand. Many just buy these items from the first shop they spot on the way, and most don’t go to the same outlet. This isn’t the case in the Middle East, where most people don’t practice “grab-and-go.” Even when they do, they usually visit the same place. There are multiple reasons to explain this difference: contrasting urban development, a lack of public transportation and a smaller middle class able to afford cafe lunches.

Ducking exoticism The boom in cuisines from across the globe — from Asian to South American — in recent years is also struggling to reach the region. The difficulty with importing specific ingredients could be part of it, but it mostly comes down to the fact that exotic flavors are not always met with enthusiasm. Many cuisines that are celebrated in Europe, such as Indian or Ethiopian, have never had their break in the Middle East and most Asian restaurants don’t differentiate between Japanese, Chinese, Vietnamese or Thai cuisines.

Eating (partly) clean While the healthy eating trend sweeping Europe and North America has started to reach Arab countries, it could do much better. Healthy and organic menu options remain scarce and quite basic, as Western chefs vie to be the most inventive. The same can be said for bakeries, where whole-wheat and gluten-free breads have become a familiar sight on European shelves. In the region, gluten and lactosefree options are still not particularly well represented.

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BUSINESS

TECHNOLOGY

THE TRUTH BEHIND

ARTIFICIAL INTELLIGENCE With new technology reshaping the workplace and changing the way we do business, two experts discuss the effect artificial intelligence is having on the hospitality industry.

and, through data collection, can effectively “learn” and adapt to customer interactions. Below are other examples.

Pricing Hyperdynamic pricing allows booking engines to automatically search social media, past user data and even world news to display rates that maximize earning potential.

Revenue management predications

DR. JASSIM HAJI President Global Artificial Intelligence Group Back in the 1950s, Minsky and McCarthy described artificial intelligence (AI) as any task performed by a machine that would have previously been considered to require human intelligence. That's obviously a fairly broad definition, which is why you will sometimes see arguments over whether something is truly AI or not.

AI in hospitality AI is playing an increasingly pivotal role in hospitality management, primarily because of its ability to carry out traditionally human functions at any time of the day. Specifically, customer service is a vital part of the travel industry, with hotels’ success rates often based on how they treat their customers. With artificial intelligence, the possibilities for improving this are almost endless, ranging from increased personalization to tailored recommendations. One of the customer service challenges hotels is responding quickly to questions and client requests, and artificial intelligence now provides an additional option for tackling this problem. Furthermore, AI has the capacity to assist with tasks such as data analysis

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Energy, water and waste-monitoring tools can help to save the environment. Hotels such as Hilton have been using them for a decade, with no sign of going back.

Feedback It is important to know your customers through the feedback they leave on major hotel review sites, such as Yelp and TripAdvisor. But instead of always going through the process manually, you can use an intelligent tool to do it for you. Machine learning (a subset of AI) makes it easy to automatically collect, store and analyze data from across a variety of online sources.

Chatbot A chatbot is one of the most exceptional ways to ask for feedback from guests after they check out. Chatbots are capable of sending previous guests feedback forms along with some incentives for filling them out. This is an excellent way for hotels to encourage repeat business. Although the hospitality industry is no stranger to chatbots, their importance will only rise. A chatbot can offer travelers updated information on Covid-19 outbreaks, statistics and symptoms. Thanks to AI, guests will increasingly view chatbots as travel assistants rather than obstacles between them and a real-life representative.

Recruitment Recruiters are using machine learning to hire hotel employees in ways that go beyond the outdated resume model. Using personality profiles of existing team members and gamification-based tests, IHG and other top hotel brands have recruited thousands of employees.

Data science Data analysis is another way in which AI is being utilized within the hotel industry away from pure customer service. In this capacity, technology can be used to quickly sort through large amounts of data and draw important conclusions about customers or potential customers. Some hotels have made use of the Metis AI platform. By using this technology, companies have been able to sort through data collected via surveys, online reviews and similar channels, and the AI has been able to then analyze the information and draw conclusions about overall performance.

Robots AI in the hospitality industry can also be used to deliver in-person customer service. The best example of this so far has been an AI robot called Connie, adopted by Hilton. The robot is able to provide tourist information to customers who interact with it. Most impressively, it is able to learn from human speech and adapt to individuals. Ultimately, this means that the more customers speak to it, the better the robot gets in understanding preferences and behavior. It is worth mentioning that several AI initiatives have begun in GCC, notably H.H. Sheikh Nasser’s AI Research and Development Centre in the Kingdom of Bahrain.

DUNCAN FRASER-SMITH Founder The Cutting Edge Agency

Is it time to truly embrace technology, more specifically AI, as a way of life for the hospitality industry? Let me be clear from the outset; the word “hospitality,” as defined by Danny Meyer from Union Square Hospitality Group, means “a dialogue” — a method of two-way conversation to produce an outcome. The question is, can AI genuinely be incorporated into modernday hospitality? We have certainly come a long way from simply loading menus onto tablets for convenience sake. However, are we truly at a point where the thought and reasoning process of AI can replace the intuition and “gut feel” of a hospitality professional? Well, not exactly. To date, there isn’t one company producing an AI-based solution for the hospitality industry, rather there are several technologies that, although not entirely AI, are helping to create a more efficient operation and allow the human element of day-to-day hospitality to focus on physical interactions required for success.

a restaurant as an example. You arrive at the establishment only to be told that the menu is available via a QR code. You then order and pay simultaneously, and the food is delivered to the allotted table number. Efficient? Yes. True AI? No. Furthermore, you miss the opportunity to upsell or tailor the order. So although I believe there are a few businesses that this will benefit, we need a clearer, more dynamic approach to tech integration in the long run. Where I see true AI benefitting hospitality as a whole is in the digital marketing world. Terms such as “geo fence” — the ability to target digital marketing strategies to potential customers through social and location-based algorithms — is a level of higher intelligence that we all must pursue. The details and specifics are still new, but, in a nutshell, a business can send targeted initiatives to mobile devices within a specific area. A great example of this would be if a restaurant wanted to run a special lunch menu and target the local community or if a hotel wanted to inform targeted guests about spa promotions. I think this is the beginning of useful AI in hospitality and definitely a step forward in our approach to digital marketing.

customer databases systems. Integration, not just with point-of-sale systems but also with banking services, property management and CRM systems, can now provide a seamless connection across shared platforms. Although we are not yet at the true AI adaption stage, these elements certainly make technology feel more adapt at predicting our needs and wants. The human factor will forever be critical in creating an emotionally engaged experience with guests. However, technology is now supporting the evolution of the hospitality industry, making it better in certain ways.

Secondly, and this one is something I am actively utilizing, is the growth and development of what used to be called reservation, table management and

There are several types of businesses that offer a completely digitized form of ordering products and services. Let’s take

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SPECIAL REPORT

HOSPITALITY NEWS ME | JUN - JUL 2021

Offering potential win-wins for both parties, franchising remains an attractive draw for franchisors and franchisees. HN maps out the benefits, the drawbacks and the needto-knows of this linchpin of the hospitality industry.

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SPECIAL REPORT

FRANCHISING

HOTEL

FRANCHISING IN THE MIDDLE EAST

Christopher Lund, head of hotels - Colliers MENA, discusses the latest developments and how franchising agreements are changing.

Large international hotel chains initially grew their footprint across the Middle East typically under management agreements with owners. This satisfied a dual need, as many of the initial investors in large hotels across the Gulf region were government or semi-government entities that did not have the exposure to hotel management and many of the operators themselves were keen on overseeing operational quality as they exported their brands. The nature of the relationship remained the same until relatively recently, when larger chains began exploring the idea of a fusion of both management and franchise agreements. This led to the smartly coined term “manchise agreement” or a “manchise.” Such agreements were attractive to owners who wished to avail of the management expertise of the chains in the pre-opening stage and initial years of operation (usually the first five years). After the initial term

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was completed, the owner would have the option to flip the agreement to a franchiseonly agreement for the remainder of the term having grown their own competency in hotel asset management and satisfying any qualifiers for the brand put in place to protect operating standards.

The relationship is thus more of a partnership rather than an owner versus manager dynamic, which can sometimes be fractious.

Manchises have been a main feature of the market for the past five years or so. However, more recently, the larger chains are becoming more open to franchising from the beginning of operation. Some

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brands may insist that the owner has the required support of a third-party management company or a reputable asset management company to ensure operating standards are in line with brand standards. Under a manchise agreement, chains still provide the necessary technical advice to ensure a property is built, renovated or refurbished in line with brand standards, and quality periodic property/operational auditing is a mainstay. The owner (franchisee) benefits from full integration into the brand/chain’s global distribution systems and is provided with the relevant standard operating procedures. In addition, more detailed hands-on support in areas such as revenue management and staff trainings can be provided on an à-la-carte basis by the chain. Generally speaking, the main benefit from the owner’s point of view is a reduction in management fees, especially the removal

of incentive management fees. Also, being more hands on with regard to the operation, owners feel that they can keep a closer eye on costs. Franchise fees are typically charged as a percentage of room revenue, whereas base management fees are usually based on total revenue. Chains still charge for central marketing services in a similar manner to what they would under a hotel management agreement. From a hotel chain’s point of view, franchise agreements are more straightforward to execute versus hotel management agreements and are generally deemed to be less onerous. By going down the franchise route, hotel chains can realign their corporate functions away from day-to-day operations and focus more on branding, marketing and supporting the owner. The relationship is thus more of a partnership rather than an owner versus manager

dynamic, which can often be fractious. Driven largely by the big international chains and focused on the economy, midscale, upscale and upper-upscale segments, franchising in the Middle East is expected to continue to grow over the next few years. The larger chains are still reluctant, however, to franchise their signature luxury brands — even to established hotel owners. The standalone luxury brands are also reluctant to enter the franchise space and still typically insist on full management. As trends continue to evolve in the hotel operating and branding space, one thing is clear; franchising will be at the center of the Middle Eastern hotel development and investment industry in the coming years and will be a barometer of how markets in the region evolve and become more developed.

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SPECIAL REPORT

FRANCHISING

7 MANAGEMENT’S FOUNDER & CEO

RABIH FAKHREDDINE, A TRENDSETTER IN THE F&B AND NIGHTLIFE SCENE

based here as well, and we own all our Born in Lebanon, Rabih brands. The idea behind expanding in the UAE Fakhreddine graduated with a involves taking the essence of each brand and degree in business marketing giving it a new home to thrive in and bring our creative acumen and cost-efficient from the American University pleasure to more people. Antika, for example, decisions, allowed us to weather the storm, of Beirut. Early in his career, he will be franchised in another emirate soon, as and, to some degree, thrive. Lebanese expats have found joy in connecting gained experience in the FMCG Thankfully, we were able to retain all of with places that remind them of home; and industry, including a prestigious our employees. I would like to express we have also reached a diverse clientele who position at British American my gratitude to our incredible team who enjoy what we have to offer, whether it’s helped us adapt and survive this pandemic. Tobacco (BAT) as a manager of Antika or Seven Sisters. I have so much pride and respect for them the Levant region. Soon, we will be welcoming Lebanon’s as family and for their dedication and A visionary at heart, Fakhreddine legendary B018 nightclub to Dubai. Also loyalty during this crisis. But I cannot take stepped out of the corporate scheduled to open is The Theater, which all of the credit for our business decisions; world to follow his passion for the promises to change the face of nightlife and I need to acknowledge that the UAE has food and entertainment industry. entertainment in the Middle East with its live, always provided us with solid opportunities, dynamic shows and performers directed remaining financially and economically In 2015, he opened Seven Sisters, by Guy Manoukian, Lebanese-Armenian robust in the past and during this pandemic. a luxurious oasis of music and musician, composer and pianist. Is there a destination where you would cuisine within the heart of Beirut, What is the secret behind 7 like to expand your portfolio? and formed 7 Management Management’s success? Our expansion plans do include Athens soon after. The success of Seven I would say that our industry specifically, not and London, and we are considering other Sisters acted as a catalyst for the only 7 Management, has shown dignified destinations in Europe and the Middle East, resilience in the face of the many difficulties development of the ten food, such as KSA and Egypt. Our industry has we have faced. Some businesses were hit become incredibly diverse, with different beverage and entertainment harder than others, and this is unfortunate, but audiences looking for something unique. concepts that followed. business carries risk that one is aware of when

What’s your mantra? If you have a vision and an ironclad will, then nothing can stop you from accomplishing everything you want. The sky’s the limit.

Do you have any new franchises in the pipeline? I do not consider that bringing Lebanon’s beloved nightlife names to the UAE is “franchising,” since our head offices are

HOSPITALITY NEWS ME | JUN - JUL 2021

they venturing into our industry. Like other business owners, we faced a serious drop in sales but took swift action when we saw how this could significantly shake our industry and cause serious or permanent damage. We immediately reworked our business model from financials to forecast planning, which actually made us become more creative in finding solutions to staying afloat. Our crisis management model, combined with

But they all have one thing in common; they are all experience seekers. The versatility and modernity of today’s customers, who can easily find what they seek in any country, is both a challenge and a joy. To be able to reach them and provide memorable experiences while carving our name into their thoughts is both a pleasure and an honor. Hence 7 Management’s tagline: “Moments made memorable.” 7management.me

SPECIAL REPORT

FRANCHISING

Hospitality franchising has quickly grown in popularity because it offers benefits to both parties. Adul Kader Saadi, managing director of Glee Hospitality, weighs up the pros and cons of franchising.

HOSPITALITY NEWS ME | JUN - JUL 2021

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A franchisee is able to use a strong external brand to achieve an avenue to profitability, while the master franchisor is able to extend its market presence without having to directly oversee dayto-day operations. However, the full scope of benefits of a franchise is only truly realized if the master franchise has a number of factors in place, as detailed below. In terms of pros, the first visible benefit is the strength and profitability of brand recognition. If the brand is truly renowned then this takes the pressure off areas such as marketing, as brand awareness and loyalty already exist. In other words, big household names and internationally renowned brands are able to leverage their market position, and the franchisee can capitalize on the brand’s market strength. Another factor to consider is the uniqueness of the concept itself. Brands that stand out and are sought after are prone to generating a higher level of interest. When supported by trademarked “recipes,” they can generate a loyal/profitable market interest. Beyond the actual nature of the brand, support from the master franchise — in terms of staff training and operation manuals — are paramount to the success of the franchise. When looking at brands on an international franchising scale, localization strategies notwithstanding, the quality of goods and/or services is maintained, irrespective of the market in question. If one were to travel throughout Europe, for example, it is expected that a successful franchise such as McDonalds would have a consistent level of service and quality regardless of the region in question. This level of standardized quality control is greatly enforced and strengthened by the amalgamation of a standard by a master franchise operation manual, which is reinforced by the master franchise as previously mentioned. In addition, the application of a marketing plan that employs a go-to marketing strategy or a GTM is another

recipe for success when discussing franchise potential. For new, unknown brands entering the market, GTMs are based on predictive research but remain untested until they have run the course, whereas with well-established brands that possess years of operational success there is a strong market history and experience to fall back on. In other words, the master franchise’s strong market presence and GTM success enable the franchisee to apply this plan to their respective markets with a greater chance of success and market penetration.

globalization aspect in international franchising. But as previously mentioned, if the localization strategy isn’t successful or the brand hasn’t undergone any form of localization then problems can arise in market perception and reception. Another con is the impact of the royalty fee implemented by the franchisor on the franchisee’s margins. The royalty fee is enforced as a percentage of sales paid for the lifetime of the project, which can range from 4 percent to 8 percent on turnover. In many cases, this is applied without any legitimate support from the master franchise.

In contrast, the franchisor/franchisee arrangement can pose a number of cons that arise due to factors in the very nature of the arrangement. In some instances, the franchise fees tend to be higher than the cost of developing a new concept. Therefore, it only makes sense if the brand has a profitable USP (i.e. the brand has something unique to offer in terms of brand recognition, operational systems in place of even a secret recipe and so forth).

Another issue that often arises for the franchisee relates to autonomy and freedom. Adaptations to the concept or marketing activities often require master franchise approval. A franchisee doesn’t own the rights to the brand and is bound to a standard 10-year agreement, which is auto renewable. On the other hand, it can be observed in many franchisor/ franchisee relationships that the key to success extends beyond the mere legal contracts and is paramount to a more operational/day-to-day adaptive relationship. Franchisor/franchisee relationships that manage to find a balance between enforcing the master franchisor’s brand standards and allowing the franchisee a favorable degree of autonomy can expect to experience benefits in terms of operational output and profitability.

Brands that stand out and are sought after are prone to generating a higher level of interest.

Another issue that often arises when brands go international is that, in many cases, brands need to be localized. Many brands do not travel well and will have setbacks translating to the local market, which is why major successful international brands employ solid localization strategies to compensate for this. To put it simply, you can’t target different markets and demographics with the same cut and paste marketing campaigns, and household names such as Coca Cola and Kentucky Fried Chicken have really implemented the

At present, franchising is consistently growing into one of the most significant segments of the hospitality industry. With clear benefits to both parties, it remains a lucrative method to market expansion and profitability. And while certain factors can hinder the perceived benefits, a communicative relationship ensures a better path to autonomy and profitability, encouraging the maintenance of standards for both the product and services in question.

JUN - JUL 2021 | HOSPITALITY NEWS ME

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FRANCHISING

SANDWICH W NOSS: A CUT ABOVE THE REST

A truly novel concept, Sandwich W Noss has been delighting foodies with its revolutionary sandwiches since 2015. We asked Rony Abou Saab, the company’s founder, about bringing something new to the food scene and future plans for the brand. What can you tell us about the company? From the moment we opened, we have been developing our brand and managing it in such a way to switch from a regular snack to a QSR. This required us to adopt various strategies to reach our target audiences. These measures included: • a comprehensive menu revisit, starting from the number of items on our menu, to the way we prepared our sandwiches and up to overall menu design. • a new updated structure, where we took whatever appealed most to people and upgraded it to provide an unparalleled customer experience. • optimized kitchen design, allowing us to prepare more sandwiches in a less crowded space, meaning fewer staff members. • upgraded packaging, giving the customer an enhanced and premium experience.

What has the pandemic taught you? I have to say that during the first week of the pandemic, we were all still in shock

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and did not really grasp what was going on. However, we didn’t have a choice, and we remained optimistic, while reminding ourselves that every crisis has an end. That’s why we decided to capitalize on the time we had on our hands to upgrade our business and give it a new, fresher look, from conception to execution, and across many aspects. Personally, I was able to manage and learn more about things I did not have time to focus on before, which was a major advantage for me. I can honestly say that the pandemic has changed the way we all think and act, and I believe this will have a longterm impact on the F&B industry as a whole.

What can we expect from Sandwich W Noss in the future? We currently have many developments in the pipeline, starting with our online delivery app, new item launches, new loyalty schemes and many other exciting things. Who knows, one day we might even be everywhere without being anywhere! However, I believe we always have to be two steps ahead of our competition. This is

why innovation resides at the core of every single one of our endeavors. If we do not try something, the chances are that we will never know if it would have worked or not. This is why at Sandwich W Noss, you’re allowed to make mistakes but just not the same mistake twice!

Do you have any updates on your franchising plans? We undertook a study about each market in the GCC and developed our manuals after our upgrades, and that’s why I can say that today, we are much better equipped and ready to franchise. In fact, we sold our first franchise to the UAE at the beginning of 2021, and we are currently in negotiations with many other markets. We make it a point to take our time in the selection process, as we believe it is very easy to sell a franchise in general, but the challenge remains in selling it to the correct franchisee. The quality and expertise of franchises supersedes the monetary element and commercial terms of any deal, otherwise you would have seen Sandwich W Noss in a number of markets by now.

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FINDING THE RIGHT FRANCHISE

PARTNER Finding the right match in any business relationship — franchise or not — is related to chemistry, compatibility and, most importantly, trust. Daniel During, principal and managing director at Thomas Klein International, lifts the lid on how to pick the perfect franchise partner.

Whether you are searching for a jointventure partner, an investor or a franchisee, it is important to make sure that before anything else, you get along. I believe that if the chemistry and understanding are there, all business issues can be resolved. My father always used to say: “If you don’t trust a handshake, don’t sign a contract,” and I still believe this wholeheartedly.

Following good business chemistry, the second most important element in any business relationship is the goodwill of your potential franchisee. They may not always have the necessary knowledge to operate a franchise, but if there is willingness to learn, this may work in your favor compared to partnering with someone who has the knowledge but is not willing to implement it.

Contracts and formal agreements serve a primary purpose of clarifying doubts; should things go wrong or turn nasty later on, you have something to fall back on. You do not really look at the contract on a day-to-day basis during business relations with your partner, and I have found that often both parties go well beyond the points stipulated in the contract. You may do things for the other party that are outside the contractual norm just for the sake of maintaining the relationship; you do so willingly because of the good relationship you have with them.

Having considered the points above, you need to assess who is “technically” the best business partner to be your franchisee. Ideally, you would like them to have a proven track record in operating similar F&B concepts as, for example, operating fast-food outlets is nothing like operating a premium or casual dining restaurant. Not only are the requirements and the skills set to operate these types of outlets different but the caliber of staff you place in the front of house to deal with guests is also considerably different.

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In addition to the professional abilities of your partner, you should also look at their financial capabilities. It is crucial for you to compare your business expansion plan against whether or not your potential franchisee has the financial prowess to grant such milestones. If the franchisee does not have the finances available immediately, you will need to define if, when and how they can acquire the necessary funds to grant such an expansion. At this stage, the following crucial questions need to be addressed: do I want to work with a franchise partner who doesn’t have the funds available immediately? Will the franchisee be able to obtain the required finance externally? A word of warning — be very careful when choosing a business partner who does not have cash available to finance future expansion plans and relies on a future loan, as that could involve paying high interest

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It is important to define your expansion strategy well before choosing a business partner.

rates or mortgages which will eat into the profitability of the business. Another factor in choosing a franchise partner is whether you are dealing with an individual or a group of investors. It can be risky if you do not know the investor personally, as all the factors will be related to who ultimately calls the shots. Managers can change, while the owners in general remain the same. It is crucial to ensure that you build a personal rapport with the individual who is ultimately the final decision maker. Finding an ethical partner whose values are in line with yours is also key. There are many things that can go wrong or become misguided over a long period, so it helps knowing the actual investor or board director personally in case something of a “sensitive” nature crops up. Last but not least, it is important to define your expansion strategy well before

choosing a business partner or partners. Your expansion plan will determine whether you want to strategically have one partner for a full region or a different partner in each country. The advantage of having one partner per region is that it gives you less of a headache and demands fewer resources, as you will only have to train one franchisee and deal with a single contact for the entire region. In theory, when you have one partner and once all systems are in place, the expansion should be exponential and things should operate smoothly. On the other hand, the disadvantage of having one partner is if it turns out that you have not chosen the right one then you’ll be left with nothing in the entire region after putting all your eggs in one basket.

be opening simultaneously. Having many different partners in a region also gives you the freedom to charge multiple individual country fees, rather than negotiating one lower single territorial fee. In conclusion, before you approach a franchisee to expand your brand beyond a territory — or respond to a franchise request — my recommendation is to focus on your requirements and expectations regarding expansion then value the potential partner’s financial capability, business ethics, area of coverage and experience in the business. Once you have strategically shortlisted your potential partners based on the aforementioned criteria, meet them over coffee and see how the conversation goes.

Dealing with separate partners in a region means you will require a bigger support team to manage all the partners, but you can also expand faster as each franchisee will

JUN - JUL 2021 | HOSPITALITY NEWS ME

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FRANCHISING

MARC CHEHADE TALKS F&B CONCEPTS BEYOND BORDERS

A nightlife enthusiast at heart, Marc Chehade entered the Lebanese F&B scene at a young age. After setting up his company MEC, the entrepreneur launched a series of renowned concepts, including Escobar, Lockstock, Stairway and Kaffeine. We learn more about his path to success.

To what you attribute your success?

Are you looking into any new markets?

I believe that the secret to our success is having a robust business model that’s able to stand the test of time while we fight to keep our brand alive. Bar-restaurants, where visitors can enjoy drinks, great food and entertainment all under one roof, don’t go out of fashion; they offer a package deal, as some nights our bars turn into a mini nightclubs with live entertainment.

Franchising in the MENA region is our main target, so we are working on opening more branches of Escobar. We recently opened our first franchise in January 2021 in Doha, Qatar. We are very excited about opening many other branches of Escobar in Dubai, KSA and Egypt.

We are also flexible; for example, when Covid-19 hit, we cut our costs, increased our prices and readjusted our profit margins to reflect market fluctuations.

The Lebanese are well-traveled, demanding clientele, and the local market offers a good base for testing various concepts, although it also brings with it challenges for entrepreneurs and F&B creators. Launching new concepts has become quite difficult in Lebanon’s F&B market due to the current situation, which is forcing many owners to focus solely on maintaining their operations and even scale down. As a result, consumers who were used to experiencing new concepts regularly are now revisiting the familiar ones, such as Lock Stock, Stairway, Escobar and Kaffeine. mec-concepts.com

Why are your concepts so appealing from a franchise perspective? I think it all boils down to having a winning concept and the right formula for success. Over the course of 20 years, I have been able to identify and implement key factors that are integral to the success of any F&B concept. I have always made it my priority to select prime locations for my businesses to closely reflect the identity of the area. I also invest in effective and consistent back and front office management systems.

HOSPITALITY NEWS ME | JUN - JUL 2021

Have you ever considered creating a new concept?

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HAPPILY EVER AFTER In the hospitality arena, conflicts have always revolved around the same main players: the owner/investor, the brand owner and the operator. Ralph Nader, CEO of Amber Consulting, gets down to the nitty-gritty of manchise agreements.

Owners wanting to have more control and safeguard their investments are usually faced with two options: to hire the “brand” that operates the asset or engage with a third-party operator through a franchise agreement. However, in order to avoid franchise fees, investors are often enticed by the idea of having a well-established and famous brand managing their assets. On another note, brand operators typically look for long-term contracts of at least 10 to 15 years, thus limiting instability in their brand distribution and avoiding relocation challenges as well as trying to find new positions for key employees, among other things.

A revolution Luckily, over the past few years, some hospitality brands have announced a shift toward manchise agreements, which some analysts have described as “the great manchise revolution.”

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In simple terms, “manchising” is the harmonious combination of the features and benefits of the franchise model with the advantages of a specialist. This unique business model is well designed for investors looking for more flexibility and stability, and for operators seeking growth and expansion of their brands in different markets. By combining a franchise agreement with the option of a management contract upheld by an experienced operator, the win-win situation becomes more secure.

All gain, no pain One of the obvious benefits of the manchise model is that it gives new entrants the opportunity to learn the business without risking their investment while aiding the brand owner to have access to the appropriate infrastructure in the market. Therefore, manchising offers an attractive growth opportunity with several key advantages for all parties. “Let the experts

do the job, even if it costs you more” is the motto many investors believe in when entering a manchise agreement. A manchise generates a stable profit stream, offering investors a guaranteed return and security for the management of their assets. Also, when it comes to human capital and training, owners do not have to worry since the operator hires team members who are knowledgeable in their areas. As for the operator, direct management enables them to establish strict operating controls and set standards and systems that accelerate stability and maturity of the operation. In addition, this type of agreement accelerates a brand’s expansion and ensures it has access to different markets. Nevertheless, when acquiring a well-established brand, immediate consumer recognition is a valuable marketing plus.

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In the Middle East Experts have revealed that the manchise agreement could be the next big thing in the Middle East. It has started to pick up in the UAE, where OYO Hotels & Homes — one of China’s top five and the world’s fastest-growing chain of leased and franchised hotels, homes and living spaces — is aiming to grow its market share through its manchise business model. “Since our recent launch, we have been inundated with requests from several hotel owners in the UAE to migrate onto OYO’s manchise business model,” said Manu Midha, regional head for the Middle East at OYO Hotels & Homes. Baker & Spice will also operate the entire F&B offering of a boutique hotel in Jeddah and one property in Dubai under manchise agreements. In an interview, a Baker & Spice director referred to the firm’s new business

model as not just about handing over work but also the sustainability of the brand ethos. “We want to make sure that everything is up to quality, that our partners strategically understand that no matter what, we don’t compromise on ingredients, and we don’t compromise on people. If these two things are understood, we are excited to do excellent work with people.”

Manchising is the harmonious combination of the features and benefits of the franchise model with the advantages of a specialist. A mission to Egypt Egypt has become a hub for manchises, with more than 30 new F&B brands

establishing roots there. The Lebanese were pioneers in exposing the Egyptian market to their brands and expertise. Through a manchise agreement, BBQ BROS fired up some of its hottest events and expanded to six outlets. Al Mandaloun group, a large Lebanese F&B group, is also taking advantage of manchise benefits and penetrating the Egyptian market. Furthermore, B-Babel and Babel is another well-known brand that is now present in the country. Others include Ginger&Co, MYU, Falamnki, Mariolino, Ni Café, Grecco and Double Shake. In conclusion, manchising has been labeled the “happily ever after” in the hospitality world because it offers flexible solutions as an alternative to traditional long-term management agreements and creates a more efficient relationship between owners and operators.

JUN - JUL 2021 | HOSPITALITY NEWS ME

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FRANCHISING

GRILLING WITH BBQ BROS “If you get that gut feeling, trust it, and give it your all,” is Mario Aoun’s mantra. As owner and director of the BBQ Bros, one of Lebanon’s brightest food concepts, he has certainly followed his instincts, creating a respected brand that is now present in several countries in the Middle East.

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What can you tell us about your background? I studied hospitality management at Notre Dame University in Lebanon and then trained at Paul Bocuse in Lyon. It was later that I participated in advanced meat and grilling masterclasses in Australia, America, Brazil, Ecuador, Ireland and The Netherlands. Besides running my businesses, I am president of the World Barbecue Association in Lebanon and Egypt, ambassador of MENA and director of marketing of the WBQA.

How did you come up with the concept for BBQ Bros? Funnily enough, I thought of creating BBQ Bros rather unexpectedly. I traveled around the world, developing my open-fire grilling techniques, participating in barbecue competitions and earning awards. The idea was organic and natural; and here we are, with branches in Lebanon, Kuwait, KSA and Egypt.

What makes your concept unique? Our concept is hybrid; it can be catering for public events, private events, a steakhouse or a street food concept. It is live cooking on an open fire. We reimagined the whole idea of grilling by bringing what was once referred to as the "back of house” to the front stage, transforming this solitary activity into a shared experience.

Do you have any plans to venture into Europe? We believe that our dynamic concept can light up any event, and we are definitely keeping a close eye on Europe. If presented

with the right opportunity, we can succeed because our concept can fit any market perfectly.

What differentiates Glasshouse, your other concept, from BBQ Bros? The Glasshouse is BBQ Bros’ home and is dedicated to the art of grilling. We made sure to involve our customers through our live cooking shows, allowing them to experience authentic barbecues. Although the menu is simple, it revolves around the tastiest meat. The Glasshouse is a meeting point, where everyone shares a meal in a cozy atmosphere.

Do you have any plans to expand BBQ Bros beyond Lebanon? We already opened various outlets and catering in Gouna, Cairo and Sahel with more outlets to come. We will also launch our first outlet in Kuwait City. We will reveal more details later on. Soon, we will launch Smashed by BBQ Bros and Steak Frites by BBQ Bros, which will make franchising even more interesting.

How have your franchising experiences been? We have found that manchise agreements work best for us, as we can take our brand and expertise to any market and do our magic. bbqbros.me

JUN - JUL 2021 | HOSPITALITY NEWS ME

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TO EXPORT YOUR FRANCHISE ABROAD Franchising can be extremely lucrative for companies operating within the hospitality industry. Michel Nassar, attorney-at-law and of counsel at SAAS Lawyers, guides us through the legal aspects of exporting an F&B brand abroad.

When a brand achieves success locally, franchising is often considered. However, anticipating how to properly export a franchise is crucial to securing maximum profits and avoiding legal disputes. The key points to consider are: • Drafting contracts in accordance with the local franchise law of the country in question • Anticipating intellectual property issues • Preparing and organizing a clear market strategy (franchise versus master franchise)

Franchise law is different in every country - beware of mandatory rules One common mistake is to draft a franchise agreement abroad based on the template of your local franchise. Franchise law is different in every country and is often protected by mandatory rules, which means that the franchise law can override the provisions of your franchise contract. This can be particularly detrimental for your business if a clause you were relying on or, worse still, the entire franchise agreement was reversed or disregarded.

Anticipate your intellectual property protection A franchise agreement is a complex contract with various underlying obligations. One of

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them is a license for intellectual property rights, such as trademarks, patents and copyrights. Since intellectual property protection only applies to a specific country or territories, it is important to check the rules of each country. We always recommend our clients to proceed with a preliminary due-diligence search before committing to the expansion of a franchise abroad. Half of the franchise agreement basically allows another entity to use your business identity. You can only enter into

A master franchise agreement is a powerful tool and can be an effective way to increase income.

such an agreement if you are the rightful owner of the intellectual property rights. In some cases, you might even want to reconsider your branding according to the result of the search.

Master franchise - a powerful tool Franchisors can be faced with difficulties when expanding in markets that are unfamiliar to them. Businesses may have to adapt to the market of a specific region of the world or rely on local partners to understand the needs of customers. Some businesses also do not want to bear the legal cost and responsibility of franchising in some areas. In such situations, it can be interesting to offer a master franchise agreement in order to optimize market penetration. In short, a master franchise is the subcontracting of franchise agreements. The master franchisor gives the right to the master franchisee to offer franchises to franchisees. A master franchise agreement is a powerful tool and can be an effective way to increase income. However, such agreements add further layers to the already complex franchise agreement. These complicated contracts can discourage potential master franchisees. Effective legal assistance should provide comprehensive legal protection while trying to be as lucid and transparent as possible in the master franchise agreement.

EMPOWERING

WOMEN THROUGH FRANCHISING

Sary Hamway, founder and CEO of The Franchise Trainer™, a capacity building platform that offers franchise, entrepreneurial training and consultancy services, discusses the role of women in the world of franchising.

Even though women possess unique characteristics, skill sets and personality traits, they are still underrepresented in the entrepreneurship landscape of the Arab world.

For these reasons, The Franchise Trainer™, a Dubai-based franchise training and consultancy company, has designed an initiative to help female business owners become extraordinary leaders in franchising.

profitable franchise model, offering scaleup development franchise consultancy services, training and education to develop the capabilities and skills of women entrepreneurs.

With an eye for detail, female business owners are often financially prudent and can think on their feet, improvising when required. Indeed, strong networking and communications abilities provide women entrepreneurs with countless opportunities across all franchise categories and models.

The “Women in Franchising Initiative” embraces female entrepreneurs’ unique leadership potential and aims at helping them pave their way to success in franchising. Using diverse strategies, the initiative’s mission is to empower female entrepreneurs to build a successful and

For Arab women to play a more active role in the economies of the Arab world, all policymakers and business leaders are invited to embrace the launch and implementation of the “Women in Franchising Initiative.” thefranchisetrainer.com

JUN - JUL 2021 | HOSPITALITY NEWS ME

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FRANCHISING

HOW LEBANON’S SECTOR IS FARING With franchising having helped Lebanon’s creativity and entrepreneurial flair spread far and wide, Yahya Kassaa, president of the Lebanese Franchise Association (LFA), tells us more about what his association has been doing to support members during uncertain times.

Lebanon has found itself in uncharted waters, and the vast majority of the Lebanese population is bearing the weight of the country's unraveling over the past two years. The socio-economic hardships, rooted in the political deadlock and ever-deepening economic meltdown, have been worsened by the impact of Covid-19. Compounding this turmoil, the explosion at the Port of Beirut tragically symbolizes where we have reached, as this never-ending storm of dramatic events painfully tears at our society's fabric. One would assume that our nation would rally around our homeland in the face of so much adversity. Unfortunately, the current governance principles guiding those entrusted with leading us out of this dark tunnel only appear to aggravate things. Instead of proposing a practical roadmap to provide us with a semblance of stability, crisis mismanagement has undoubtedly led to a significant deterioration in the quality of life for many Lebanese. As things stand, my greatest fear is that Lebanon's slow erosion is paving the way to the dissolution of its distinctiveness. As we witness the departure of a struggling middle class, we are left to cope with the consequences of an ever-diminishing pool of talented, driven and educated Lebanese — the integral component that, for centuries, made us stand out in the region and the world. The LFA is no different from society, as our members also had to adjust to this new reality. However, our government officials' failure to reverse or tone down incoherent decisions convinced our members that our efforts are futile if current governance policies remain unchanged. While most countries that have been affected by the pandemic and resultant economic difficulties also suffered, their local and central authorities did not abdicate from their responsibilities. The result speaks for itself; a complete loss of confidence in our governmental and financial

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institutions has driven a growing number of brands to leave Lebanon in their efforts to survive. The LFA is inundated with potential franchisees’ and franchisors' requests to find them a match, with the end goal to expand business activities outside Lebanon. Egypt and the UAE, in particular, have seen a surge in franchise contracts.

Minute — a series of short video interviews with CEOs about "Positive Company Initiatives during Covid-19” — positively impacted our community. We also took advantage of the situation to increase our core services: one-to-one mentoring and consulting and franchise training (for smaller groups of participants).

In Lebanon, franchising has become a critical economic sector alongside traditional manufacturing, agriculture, tourism and banking. If the country is to turn around, it will need the franchising industry to be one of its main economic engines. That is why we initiated a series of programs to ensure that we export our added value brands in an organized manner, allowing them to prosper while maintaining our talent preserved in our beloved country.

In that context, the LFA launched a specialized unit called FAPEX (Franchising Advisory, Promotion and Export) to offer freeof-charge consulting services. FAPEX aims to:

We took advantage of the situation to increase our core services: one-to-one mentoring and consulting and franchise training for smaller groups. The LFA published "Franchising Brands in Lebanon," a guide to LFA members and partners to facilitate finding franchisors or master franchisees. The publication affirms our belief in the LFA community's ability to overcome challenges and thrive once again. The guide will be distributed extensively, both locally and internationally, to showcase the "culture of Lebanese creativity" that our members embody. As a result of Covid-19 restrictions and lockdowns, local and international networking events like Franchise Expo Paris and the World Franchise Council (WFC) meeting were canceled or postponed; it thus became essential to promote the LFA’s brands through other outlets, such as social media platforms. In particular, Franchise

1. Strengthen the franchising ecosystem in Lebanon by enhancing knowledge and understanding of franchising by potential local franchisors 2. Create opportunities for existing franchisors 3. Facilitate business linkages between Lebanese franchisors and potential franchisees from abroad. Over the past year, 50 franchisors participated in FAPEX's Advisory Program. Additionally, four Franchise Training Workshops were organized, with a total of 64 attendees. Internationally, the biannual World Franchise Council meetings took place online. The LFA remained in touch with WFC colleagues via Zoom to exchange views and experiences, particularly regarding what companies and governments were doing to deal with the pandemic and the economic crisis. Based on the flurry of activities and judging by our members' reactions to the programs, it has become evident that the formation of a government is unfortunately immaterial. Lebanon faces a long-term crisis that simple measures will not solve, and companies and institutions have to take steps to survive. Helping them achieve this goal is what we will continue doing, thus safeguarding the backbone of our economy for the coming decade.

www. l fal eban o n . c o m

DISCOVER the HOME of BRANDS Our new franchise guide to LFA members & partners is out! Publication today affirms our belief in the ability of the LFA community to overcome challenges and thrive once again. Flip through its pages to discover hundreds of inspirational franchise concepts: http://bit.ly/LFAguide

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130+

HN takes you on a whistle-stop tour of 130+ successful food concepts in the Middle East and beyond, reaffirming what we already knew – that the franchise model is as powerful today as ever.

CONCEPTS TO WATCH

HOSPITALITY NEWS ME | JUN - JUL 2021

EGYPT

Duck Me

Burgerizzr

Cilantro

Duck Me is the first fast-food concept that offers local products made from duck meat, reinterpreted around street food. duckme.fr

In less than a decade, Burgerizzr — a renowned burger joint — has grown from one restaurant to 65 throughout KSA burgerizzr.com

Manko

Burger8

Chef Gaston Acurio’s Peruvian restaurant and bar in Paris, Manko, is a well-known spot. manko-paris.com

Burger8 delivers high-quality, fresh and flavorful food in a classical Arabic setting. burger8sa.com

Rice Trotters

Southern American comfort food is what you’ll find at Buttermilk. instagram.com/buttermilk.sa

With over 80 outlets, this western-style coffee shop serves gourmet coffee, beverages, fresh sandwiches, salads, pastries and desserts. cilantrocafe.net

Gigi Burger Bar This modern resto-bar is a go-to for traditional burgers, hors d’oeuvres and draft beers. facebook.com/gigiburgerbar.arkan

Grand Café The Grand Café boasts an open-air setting, stunningly scenic views, high-quality beverages and grilled platters. facebook.com/pg/GrandCafeEgypt

Izakaya

Michelin-star chef Anthony Boucher’s restaurant pays homage to his travels to exotic lands. ricetrotters.com

JORDAN Fakhreldin

Fusing Japanese precision with Peruvian flair, Izakaya offers a unique culinary journey. izakayacairo.com

Located in an elegant Arabian home, Fakhreldin serves fine Levantine cuisine. fakhreldin.com

Ovio

Primal

Providing quality artisan food, Ovio’s menu includes fresh bread, delicious pastries and flavorsome dishes inspired by a European heritage. ovio.eu

Primal is the first and only paleo restaurant in Amman, with countless vegan and ketogenic dishes. facebook.com/PrimalPaleo.co

The Four Fat Ladies This all-American gourmet bakery offers a wide range of products that are free from preservatives, artificial fats, sugar substitutes and other additives. tbsfresh.com

This fine-dining Chinese restaurant offers an extensive menu of Cantonese specialties and Szechwan delicacies, which can be enjoyed with various Chinese cocktails, teas and other drinks. renchai.com

The Smokery

Tche Tche

High quality fine dining is what you’ll find at The Smokery, a restaurant that boasts some of the finest smoked salmon in the world on its menu. thesmokeryrestaurants.com

This contemporary café feels warm and cozy, providing the perfect setting to relax and enjoy the company of family and friends. tchetchecafe.com

Zooba

Yoshi

This colorful Cairo-based chain serves up Egyptian street food. zoobaeats.com

Yoshi is an all-day Asian restaurant that’s beautifully furnished with fine art and brass and bamboo fittings. yoshi-jo.com

FRANCE

Ren Chai

A Noste

KSA

Urban and country-style cuisine is what you’ll find at A Noste, a restaurant that’s deeply loyal to its roots. a-noste.com

ALBAIK

Brut Butcher If you want to enjoy a burger in a butcher shop, this is the place to go. brutbutcher.com

This homegrown, privately owned concept has been serving customers firstclass chicken and seafood meals for over 45 years. albaik.com

Buttermilk

Hualan Using novel flavor and texture combinations, Hualan is inspired by Chinese and Pan-Asian cuisine. hualan.sa

Wahat AlMerbaa This restaurant showcases traditional Saudi flavors alongside a number of special international dishes. wahatalmerbaa.com

KUWAIT Ayyame Ayyame serves contemporary Middle Eastern cuisine. ayyame.xyz

Burger Boutique Visitors to the Burger Boutique can enjoy burgers made with organic grass-fed beef. burgerboutique.com

Maki Focusing on quality ingredients and innovation, Maki has five award-winning restaurants. olivermaki.com

Meme's Curry Meme’s Curry is a celebration of the Japanese street food concept. memecurry.com

Pistachio Crepe Pistachio Crepe fuses European culture with high-quality chocolate and crepe recipes. pistachiome.com

Pick Yo Serving ready-made, freshly prepared and balanced dishes is what Pick Yo is known for. pick.com.kw

Al Tazaj Al Tazaj is a fast-casual Arabic restaurant chain. While its headquarters are in Jeddah, the brand has expanded across the Middle East. taza.com.sa

JUN - JUL 2021 | HOSPITALITY NEWS ME

SPECIAL REPORT

FRANCHISING

LEBANON

BBQ Bros

Crepaway crepaway.com

Instagram.com/ahwetzeitouna; Instagram. com/babelmiddleeas; Instagram.com/ bebabelme

This live open-fire grilling concept is present at the hottest events. Founded: 2017 Initial franchise fee: USD 400,000 Number of outlets: 2 Lebanon, 5 Egypt, 1 Kuwait, 3 in KSA coming up, and 6 more in Egypt coming up. bbqbros.me

Ai, Ni Caffè, Gavi, Kampai

Boubouffe

kampcatering.com

facebook.com/Boubouffe

Al Sultan brahim

Café Younes

al-sultanbrahim.com

cafeyounes.com

Al Mandaloun

Clap, Iris, La Mezcaleria, White, White Beach

Abd El Wahab, Ahwak Café, Duo, El Denye Hek, Fabrk ghiaholding.com

Ahwet Zeitouna, Babel, Bebabel

facebook.com/alMandaloungroup

Amaleen amaleenrestaurant.com

Antika, El Kbeer, February 30, Seven Sisters

addmind.com

Classic burger

Curli-q facebook.com/curliq.lb

Dipndip dipndip.com

Dunya Beirut, Enab Beirut facebook.com/Dunyabeirut; enabbeirut.me

Em Sherif Café This all-day café serves Lebanese and international food. The innovative menu is coupled with lovely furnishings and an outdoor seating area. Founded: 2016 Number of outlets: 12 in total (one local and 11 international) sgr-offshore.com

cbj.me

7management.me

Arts, Spine standalone-group.com

Bab Idris, Casper and Gambini’s, Eatalian, From the tree, Panpot, Tarator antventures.com

Bartartine bar-tartine.com

Batchig, Mayrig figholding.com BBQ Bros

Esco-Bar Coctel Y Cocina

Antika Bar

HOSPITALITY NEWS ME | JUN - JUL 2021

Sandwich W Noss

Em Sherif Restaurant

Em Sherif Cafe

Em Sherif Sea Cafe

Em Sherif Restaurant

Merou Seafood

Patchi

Em Sherif is a distinguished fine-dining restaurant that offers Lebanese and oriental cuisine in a luxurious setting. Founded: 2011 Number of outlets: six in total (one local and five international) sgr-offshore.com

instagram.com/merouseafood

patchi.com

Diwan Beirut

Pate a choux

diwanbeirut.com

facebook.com/pateachouxleb

Kababji

Sandwich W Noss

kababji.com

Em Sherif Sea Café

instagram.com/la.burgeria

Crisp and contemporary, Em Sherif Sea Café’s menu focuses on seafood and meat specialties. This popular spot is also known for its shisha and late-night bites. Founded: 2018 Number of outlets: three in total (one local and two international) sgr-offshore.com

Leil Nhar, Leila, Let’s Burger

When one sandwich is not enough and two sandwiches are too much, Sandwich W Noss (one-and-a-half sandwiches) is right on point. The Lebanese street food favorite has certainly found its niche. Founded: 2015 Initial franchise fee: varies per market Number of outlets: seven local (several soon to open in Dubai) sandwichwnoss.com

Esco-Bar Coctel Y Cocina This cocktail bar takes you on an exotic journey. Margarita on the rocks, daiquiri and fajita are among Esco-bar’s best-selling items. Founded: 2015 Initial franchise fee: USD 150,000 Number of outlets: seven in total (six local and one international) mec-concepts.com

La Burgeria

foodkapital.com

Lina’s Paris Linaslb.com

Lord of the wings lordofthewings.com

Malak al Tawouk malakaltawouk.com

Rafic Marrouche Restaurant marroucherestaurants.com

Moka&more mokaandmore.com

Moulin d’or moulindor.com

Nasma Beyrouth

Kaffeine

facebook.com/NasmaBeyrouth

This urban restaurant and coffee shop fuses industrial chic with a cool and cozy ambience. Founded: 2017 Initial franchise fee: USD 90,000 Number of local outlets: one mec-concepts.com

Onno

Roadster Diner roadsterdiner.com

The Bros facebook.com/thebroslb

The Lebanese bakery thelebanesebakery.com

Wooden Bakery woodenbakery.com

Tomatomatic tomatomatic.com

Zaatar w Zeit zaatarwzeit.net

onno.restaurant/home

JUN - JUL 2021 | HOSPITALITY NEWS ME

SPECIAL REPORT

FRANCHISING

QATAR

Skyler's Place – Funky Fusion

Mala Project

Café #999

Casual Italian, Mexican, Indian, Japanese and Chinese funky-fusion signatures all feature on the menu of Skyler’s Place. skylers.ae

This trendy spot serves Chinese dry pot dishes. malaproject.nyc

Verdura

This American fast-casual restaurant chain specializes in personalized pizzas. pizza.piefivepizza.com

Operated under the Salam Hospitality brand, this café offers modern dining in an urban setting. 999cafe.com

Ellamia Ellamia is a contemporary venue where guests can enjoy their everyday coffee ritual. sbe.com/hotels/mondrian/doha/dining/ ellamia

Evergreen Organics With a waterside location at The Pearl Qatar’s Venetian-inspired Qanat Quartier, this charming café has become a popular spot for meat-free dining. evergreenorganics.qa

Venture into Verdura, the home of exquisite Mediterranean and Levantine cuisine, and discover an array of delicious dishes the blend the best of Italy, Greece, Turkey, Cyprus and the Levant. verdura.ae

Wafi Gourmet Wafi Gourmet brings the tastiest culinary treasures from the kitchens of Lebanon to the UAE. wafigourmet.com

Wakha

UAE Al Fanar Restaurant Al Fanar Restaurant revives authentic Emirati cuisine. alfanarrestaurant.com

This is the perfect place in Dubai to experience Afghani and Shinwari cuisine. wakha.ae

USA

BB Social Dining

Coolgreens

The style of the food at BB can be described as social dining, with an emphasis on creative and tasty flavors. thisisbb.com

Coolgreens serves healthy options, from salads to grain bowls. franchise.coolgreens.com

JJ Chicken

This apothecary-inspired counter is an ideal place for vegans, with a selection of organic bowls, juices and natural wines. lebotaniste.us

Serving charcoal-grilled chicken meals in a quick-service environment, JJ Chicken has earned a name for itself. jjchicken.com

HOSPITALITY NEWS ME | JUN - JUL 2021

Le Botaniste

Pie Five Pizza

Steak ‘N Shake Certified organic, with no preservatives, hormones or antibiotics, the steakburger is one of the top items on the menu at this popular joint. steaknshake.com

Sweetgreen Sweetgreen is known for its simple, seasonal, healthy salads and grain bowls. sweetgreen.com

Wahlburgers This is a casual burger restaurant and bar chain. wahlburgers.com

Which Wich Which Wich specializes in sandwiches and salads. whichwichfranchising.com

Wow Bao Hot Asian steamed buns, potstickers and rice and noodle bowls are among the top sellers at Wow Bao. wowbao.com

SOLUTIONS

HUMAN RESOURCES

In collaboration with

MISCONCEPTIONS OF

Some consider it brilliant, while others view it as a curse. Mark Dickinson, founder of DONE! Hospitality Training Solutions, busts the micromanagement myths. For a clear definition of micromanagement, you can simply check Google, where millions of articles can be found on the subject. The volume of data might make you think that there is an upside to this management style, but is that true? It is clear that capable, experienced people do not need their work to be micromanaged — something that seems to escape some managers. Trustworthy performers do not generally need someone involved in their every step; what they require is the opportunity to share what they are doing, time to talk about how they are doing it and the chance to share their brilliant ideas. Get in their space, interfere, ask too many questions and like a gecko on the wall, they will run away faster than you can catch them. Brilliant people and micromanagement are like oil and water. On the other end of the scale are those who think that micromanagement of their people puts them in charge, secures them from anyone in their purview outshining them and generally holds a team’s performance at an “average of the mass.” These are insecure people with trust issues. Their fear drives them to think up

HOSPITALITY NEWS ME | JUN - JUL 2021

elaborate conspiracies, and they generally lose a lot of time gossiping and engaging in useless activities. An insecure manager will frequently default to micromanagement as it prevents subordinates coming up with ideas that will supposedly make the manager “look bad.” I hope that at this point you are rolling your eyes and thinking: “Seriously?” Sadly, it is true that there are those whose default is to operate on the basis of low trust and a constant need to be in charge. So micromanagement: what is it for and how can it work successfully to contribute to the growth of an organization to attain excellence? Micromanagement is the core of excellence. However, it is not the aforementioned kind. There is a triumphant, glorious sort of micromanagement that is rare to find in this generation. Micromanagement means management of the tiny, as micro means very small. It encompasses the details that shine in the hospitality business (probably any business, actually): refined touches that please and inspire customers to talk about your product. These details can only be delivered through processes, and these processes

are the result of very focused thinking and consistent, persistent concentration on the micro. The desire to ensure that a product is made exactly to a standard and presented to a customer as perfectly as it is displayed in the company brochure; now that is micromanagement. Getting into the details of every single step in a process, from start to finish, is a worthy task for any manager. Identifying the exact steps and words that should be used and the precise procedure that should be followed is important. It’s the fractions of a second that make the difference between a champion and a runner-up. If you want to be an award winner, a champion or the best of the best, then micromanagement of processes and systems is the way to go, digging in deep and discovering every tiny step and producing the best processes that will ensure that your customers get precisely what you and they dreamed of from every single experience with your business. When you do that, your team will become those who are obsessed with being the best and they will take the time to begin their own search for excellence. Micromanagement? Yes! Bring it on.

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SOLUTIONS

MARKETING

GETTING LOCALS INTO

A couple of decades ago, hotel restaurants were often viewed as a pass-through for hotel guests. Today, brands are investing heavily in their F&B offerings to attract tourists and locals, as consultant Chirine Salha reveals.

Previously, the general perception was that restaurants located within hotels were conservative, overpriced and geared toward travelers who didn’t want to go out. Restaurants were little more than an afterthought for hotels, seen as a necessary amenity for qualifying in a star-rating system. But as food becomes a bigger factor in hospitality, this stigma is disappearing, with restaurants now being acknowledged as an important dimension in the overall hotel experience. In Asia, India and the Gulf, for example, F&B generates as much as 40 percent of all revenues and can make a hotel really stand out. While in-house guests might make up the majority of a hotel’s breakfast clientele, by lunchtime and dinnertime those guests have, by and large, ventured off to absorb the local flavors of the city. Hotel restaurants must therefore attract outside customers, and that vital, untapped pool is none other than the locals. If locals are in your restaurant, then hotel guests will feel like you offer something special. However, it is much harder to connect with the non-hotel guest than in-house guests. So what is involved in marketing the hotel restaurant as a competitive differentiator to drive unique and memorable guest experiences for outside customers? Autonomy It is best to run and market the restaurant as an independent space that just happens to be in a hotel. For the restaurant to be a successful venture, it must operate as a

HOSPITALITY NEWS ME | JUN - JUL 2021

separate entity, especially if it is to go up against the local competition. This can be achieved by investing in an external entrance if need be, with the concept standing on its own as a chef-centered outlet, given its own pool of marketing funds, its own website and its own social media accounts. Managing the restaurant autonomously also ensures that it doesn’t suffer from lengthy hotel decision-making processes in areas such as recruitment and procurement. Strategic alliances and gastronomic branding Lately, an effective way hotel restaurants have succeeded is by partnering with wellknown restaurant operators or celebrity chefs. There’s no denying that gastronomic branding raises the attractiveness of a hotel, its restaurants and the broader destination; it also adds to the Instragram appeal. Develop strong local roots Differentiation, experiential yet local multicuisine restaurants in hotels are the latest trend. Working with local producers means getting closer to customers and, if done well, these venues can draw from the locale and become the go-to place for people to hold celebratory events. Such initiatives could, for instance, involve inviting suppliers to sell their products in your hotel. Be an active part of the community If you want to reach the locals, communicate with them. Take an active role in the community, not just through social media channels. Developing strong local roots can be achieved through special

events, such as a lottery prize draw or exhibitions held at the restaurant. Take advantage of the hotel’s services and amenities By utilizing the existing hotel structure, the restaurant can develop a range of packages aimed at customers outside of the hotel. Give the customer a real added value by offering packages that include amenities and services of the hotel, such as pool and gym access, discounts at the spa, free parking or one-hour laundry service while they enjoy their meal. The meal period transition challenge Hotel restaurants have their own unique features, and one of those is the meal period transition challenge — to find a formula that allows the restaurant to successfully transition through three meal periods a day and ensure every aspect of the restaurant is unique. Finding ways to create distinctions between the different meal periods is crucial, essentially creating three restaurants under one roof. You do not want to be labeled the office cafeteria of the neighborhood, only to struggle to fill your seats at night. With the exception of traditional areas such as minibars and room service, which are being toned down in many hotels, judiciously selected and managed food concepts in hotels can play an increasingly important role. The most obvious way to improve your repeat visitor rate is by attracting locals, because a restaurant will benefit from their patronage and word of mouth all year round.

SOLUTIONS

MANAGEMENT

PERSONALIZE EXPERIENCE Creating unforgettable experiences is becoming an integral part of any customer interaction, especially in highly competitive markets where product offerings have reached superior standards. Manal Syriani discusses the profitability of personalization.

While guests expect a high level of personalization, concepts are still struggling to deliver targeted results through thorough data collection and analysis. In essence, personalized experiences mainly rely on paying attention to guest preferences and patterns, which involves investment in your frontline team. When done right, a tailor-made service will have a positive impact on profits. Guest profiles To be efficient, guest profiling requires a solid system to capture and analyze guest information and provide timely notifications based on the concept’s customer service strategy. By understanding what motivates and excites guests, you can tailor make services accordingly. Exceptional experiences Creating that “wow” factor could be as simple as remembering details about

HOSPITALITY NEWS ME | JUN - JUL 2021

your guests or their loved ones and acknowledging these moments with special gestures, thus establishing a relationship that extends beyond the individual outlet or property. Social behavior data Many of the systems that are built on social media platforms provide additional insights regarding guest behavior and preferences. These create opportunities for establishments to personalize their services and preempt the needs and requests of consumers beyond traditional guest satisfaction surveys. While it may seem daunting at first, technology, combined with out-ofthe box thinking, makes it possible for brands to create unique, memorable experiences. Ultimately, it is the personalization factor that consumers identify with, and it is one of the main reasons they remain loyal to certain brands.

Special treatment Whether it is by making a special occasion even more memorable with a complimentary dessert or offering a dish that isn't available on the menu, small gestures go a long way at hotels. Providing special treatment is always the icing on the cake in every hospitality-related experience; it not only establishes a bond between customers and the brand but also creates unique moments and promotes word of mouth. Being proactive Whether they are booking business or leisure stays, guests ultimately seek comfort. Therefore, being attentive to customers' needs and working accordingly will give your brand a competitive edge. Offering a service that the guest might need, free of charge — such as a free airport transfer — is an investment the brand can capitalize on in the long run through establishing a loyal following.

BAKERY EQUIPMENT

The Trendsetter in Pita Bread More than 3000 Projects

Producing More Than 200,000 Pita Breads/min

By SALTEK’s Lines All Around The World!

P.O. Box 166 Ain Aar, Lebanon Mazraat Yashouh, Industrial Zone, Matn T +961 4 925 111 M +961 3 222 217 sales@saltek.com.lb www.saltek.com.lb

PRODUCT ZONE

BREAD

BETWEEN THE BREADLINES of Arabic breads that are not readily available elsewhere. Furthermore, our fresh and frozen croissants are popular.

What factors should be taken into consideration by restaurants and hotels when it comes to selecting a bread supplier?

The simple white loaf has evolved over the years, with consumer tastes — and palates — becoming ever more sophisticated. We asked four experts to share their views on what’s on the rise in the world of bread.

HOSPITALITY NEWS ME | JUN - JUL 2021

GHASSAN EDWARD BOU HABIB General manager Wooden Bakery woodenbakery.com

Which are your most popular products? Our baguettes are consistently in demand, and we have a large range

The quality and consistency of the supplier as well as their ability to customize recipes are all important factors. Customers must also balance value against price when deciding what brand/product to go with.

What should customers look out for when they buy bread? It’s all about the freshness, smell and texture of the product.

What are the latest trends in bread, flour and derivatives? Trends include clean labels and healthier baked options. Also, we are seeing more sourdough breads with gut-friendly prebiotics, probiotics and artisan breads made with heirloom and ancient grains, keto, gluten-free and paleo flours, among others. Breads made with vegetables, herbs and spices are also in demand.

JACQUY PFEIFFER President and founder The French Pastry School | The Butter Book | Pastry & Culinary Consulting frenchpastryschool.com / thebutterbook.com

Is there a new technology in bakery that really stands out? We are witnessing the integration of simplified robots that avoid repetitive motion, in addition to vision-guided robots that are able to undertake tasks like scoring. Due to Covid-19, the focus is on

production and aftersales service and maintenance are also key factors.

Which machine is best: semiautomated, automated or traditional? Semi-automated, automated and traditional bread manufacturing methods are all essential; it depends on the type of bread that is being produced.

What are the latest trends in bread, flour and derivatives?

CHRISTIANE S. TRILCK Head of faculty Richemont Masterbaker Richemont-masterbaker.com

What should be taken into consideration when buying a bread machine? It is important to buy from an experienced and certified manufacturer. The size of the machine, volume of

TUDOR VINTILOIU Editor in chief European Baker & Biscuit | Asia Pacific Baker & Biscuit worldbakers.com

What are the latest trends in bread, flour and derivatives? Even before the pandemic, consumers’ attention was on health and wellbeing. This has accelerated since Covid-19, with a focus on immunity.

People are increasingly interested in their health and wellbeing. After bread and flour was demonized for such a long time, healthy bread is now more popular than ever. This can vary from sourdough bread, ancient grains to gluten-free and even keto derivatives.

Is there a new technology in bakery that really stands out?

packaging machinery that increases safety and reduces the risk of contamination. Trending technologies include those that don't process bread dough heavily, resulting in an artisan bread finished product, and mobile bread trucks that produce fresh bread on demand.

What flour and baking products do you recommend? Our go-to brand is King Arthur Baking. Our bread flour of choice is Sir Galahad Flour. We also use other flours, such as sprouted wheat flour, organic whole-wheat four, organic spelt flour, potato flour, super 10 Blend (with 10 grains), organic T65, coconut flour and gluten-free flour.

baking, machines have become more sophisticated, and new technology is being applied quickly. Today, the ambitious home baker has more access to professional machines and ingredients than ever before and is willing to invest in upgrading to new mixers and superior ovens. The trend in retail baking is still more toward artisan bread, and the equipment and technology is still more or less the same.

What flour and baking products do you recommend? As a German, bread is in my DNA. If I have to use yeast, I prefer to use fresh yeast, and my favorite flour is a German brand called Schapfenmuehle. This flour has never let me down and has given me great results each and every time.

I feel this really depends on the bakery sector in question. In industrial

Key trends range from increased demand for healthier products or varieties inspired by street food cuisine to consumers seeking to replicate restaurant meals at home. The ongoing expansion of the ethnic foods sector across much of the western world — and especially the growth in popularity of street foods among the younger age groups — is expected to lead to the emergence of different types of bakery goods that are recognized as suitable carriers for foods, with tortilla and pita bread being two leading examples.

Is there a new technology in bakery that really stands out? Hybrid ovens are increasingly popular, as manufacturers require an oven that can bake multiple types of products with various baking profiles. Bakers cannot afford to be trapped in a single-product environment with an oven that is not adaptable, so equipment needs to be

flexible enough to pivot quickly as market trends and demands change rapidly. Furthermore, large capacity lines are not as desirable as they once were; dynamic and flexible lines are much more sought after.

What flour and baking products do you recommend? The bakery ingredients market closely follows consumer preferences and, as such, the offering is very diverse. The choice really comes down to whether the individual is interested in industrial, mass-produced products — in which case multinational ingredient suppliers offer economically efficient solutions — or if the focus is on craft baking, where locally produced, clean-label and specialty ingredients are clearly the right choice.

JUN - JUL 2021 | HOSPITALITY NEWS ME

PRODUCT ZONE

BREAD

WHAT’S BAKING? Once known for producing just a limited variety of breads and pastries, the bakery industry now encompasses a wide range of artisanal and innovative products. Saloni Walimbe, content writer at Global Market Insights, talks trends, technology and the evolution of the bakery industry.

With novel technologies emerging and knowledge of food processing growing stronger by the day, the bakery industry is rapidly heading toward a significant evolution in the coming years. Furthermore, the bakery processing equipment market is increasingly being viewed as a key contributor to this change. The success of any modern business, whether in terms of productivity or efficiency, hinges largely upon the use of the proper tools and equipment. In the bakery world, the taste and quality of goods, like cakes, pastries and bread, depend greatly on the equipment that is used in their preparation, from those intended for initial preparation to slicing and shaping tools. The selection and implementation of appropriate bakery processing tools is crucial for industrial bakeries. Bakery processing equipment is available in myriad forms, including ovens and proofers, mixers, slicers, sheeters and molders, among other products. Worldwide, the industry is expected to reach an annual market vale of USD 11 billion by 2026.

Artisanal bread Bakery products have long been considered basic food items. Factors such as their nutrition profiles, accessibility and convenience have contributed greatly to the long-standing presence of these products in the global market. According to some reports, Turkey has the largest per capita consumption of bread in the world. In the Middle East, bread is a staple across cultures. Flatbread holds a significant place in Arabian food culture. Varieties including “khubz,” “mana’eesh” and “shamy” each have their own distinct appearance and

HOSPITALITY NEWS ME | JUN - JUL 2021

flavor and can be found in countries such as Lebanon, Iraq, Yemen and Jordan.

Health drive Recent years have witnessed trends such as organic products, healthy living and natural nutrition, which has, in turn, intensified consumers’ focus on light, natural, additive-free and whole-grain baked products. The prolific rise in demand for whole-wheat, gluten-free, grain-rich bread is a major indicator of this shift. The trend is visible across developing nations as well in other parts of the world.

Robotics are revolutionizing the bakery processing equipment industry.

To illustrate, in May 2020, Bonn Group launched a new series of healthy bread, dubbed NU Health Range. Made using oat fiber, flax seeds, whole wheat and other natural and nutritive ingredients, the range, including the Active Heart, Active Nutrition, Herb & Seeds and Digestive Balance variants, was designed to introduce healthier dietary habits among consumers growing increasingly susceptible to chronic ailments. Even as baking trends continue to develop over the years, baking equipment tools are also undergoing considerable evolution to accommodate the industrial-scale processing requirements for creating artisan-style bread that is as similar to homemade products as possible. In September 2020, Mecatherm joined forces with ABI Ltd to introduce a novel

industrial manufacturing solution for bagels across Europe, the Middle East, Asia, Australia, Latin America and Africa dubbed Mecabagel. Mecabagel, touted as an unmatched solution in the market, consists of a fully automated, intelligent solution, designed to focus on the production of authentic bagel products, including equipment required for dough proofing and retarding, cutting and forming, baking, cooling and freezing.

Technology Automation has started to make its presence felt in nearly every aspect of the industrial spectrum, and the bakery industry is no exception. Automated processing equipment for bakery applications not only enables producers to adhere to set quantity, weight and shape standards of the products but also ensures more efficiency and accuracy in the production process. For example, Italy-based kneading machine and mixers manufacturer Sigma, and Belgian pre-food processing specialist Spiromatic, created a joint venture, SCUDO, with an aim to become a coveted solution for customized and automated dough-mixing systems for industrial production. Robotics are also rapidly revolutionizing the bakery processing equipment industry, facilitating the large-scale production of sought-after bakery products and reducing the risk of food contamination. Industrial automation leader Stäubli Robotics paved the way for automation in the food domain, enabling Grote Company, a manufacturer of slicing and assembling equipment, to increase the throughput of sandwich assembly to over 7,000 sandwiches per hour.

BREAD MASTERS

As bread preferences continue to evolve, we asked three bakery equipment suppliers about their companies and popular product lines.

KHALED AHMAD BAKRI

MICHEL CHAKAR

GREGOIRE NERCESSIAN

CEO and owner Bimatic sarl bimatic.com.lb

General manager Extra Four s.a.r.l. ExtraFourCo.com

Marketing manager Saltek saltek.com.lb

What can you tell us about your company?

What are the newest technologies in bakery equipment?

Bimatic is a family business at heart. My father, Haj Ahmad Mohamed Bakri, established the company in 1955. We were pioneers in manufacturing and developing automatic production lines for Lebanese bread, which is in huge demand worldwide, and we are always following the latest trends, upgrading and developing our machinery to respond to our clients’ needs and the needs of the market. A long time ago, we introduced a famous slogan to describe our machinery: “Your loaf that hands do not touch.”

Lebanese bread production equipment has been consistent for a while now, but the latest innovations revolve around automatic counting, stacking and bagging, which is what we’re trying to creatively innovate and revamp.

The bakery and food manufacturing sector in the region is experiencing continuous growth in: pita bread consumption, such as the Lebanese thin bread which is presented as pocket bread; healthy bread lines, such as tannour; and reduced-sugar, gluten-free and other flat breads.

Have you released any new products recently? The most recent product manufactured by our company was the bread stacker, which we released in 2019. It is an automatic machine that stacks bread, speeding up the production rate.

What is your best-selling product? Our automated production lines for Arabic bread are very popular, producing between 300 to 12,000 loaves per hour depending on our clients’ needs. The high-quality, heavyduty lines can operate continuously for long hours. They are easy to use, clean and maintain, and can be manufactured to fit in supermarkets, restaurants and bakeries.

What is your best-selling product? The automatic bread counting and stacking machine facilitates the process while optimizing it. The job becomes flawless and more hygienic, removing the need for human intervention and the risk of error.

Have you released any new products recently? We have implemented all the requirements for quality, safety, hygiene and protection rules according to Directive 2006/42/EC on Safety of Machinery and tested to EN 1672-2: 2005 + A1 & EN 60204-1: 2006 +A1. In addition, our machines comply with UL under certificate number 20160314E472016.

What is your best-selling product? As consumers are becoming increasingly knowledgeable about nutrition, often shifting to healthier options, SALTEK is satisfying these changes in consumer taste by providing state-of-the-art tannour bread production lines.

JUN - JUL 2021 | HOSPITALITY NEWS ME

PRODUCT ZONE

BEVERAGE

INCIDER SCOOP

With low-alcohol and alcohol-free drinks becoming more popular than ever, cider has firmly rooted itself on the beverage scene. HN spoke to four professionals to discover just what's so special about the drink made from apples.

A TASTE OF THE LEBANESE TERROIR WITH WATA CIDER What can you tell us about the WATA's orchards?

Soha Frem Karam has donned many hats during her career. After studying landscape design and agriculture engineering, she worked for over 15 years in policymaking and development with governmental institutions and UN agencies. However, it was her undying love for Lebanon that encouraged her to address the country's apple crisis and found WATA Cider in her family’s orchard in Mount Lebanon.

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Our orchards are at the core of our brand and our values. Just like wine, ciders are as good as the fruit (apples) they come from. At WATA, we have been growing and handpicking premium dessert apples for four generations. We adopt sustainable agriculture practices and ensure there is no disruption to our agriecosystem. Respecting our terroir and its qualities reflects directly on the distinct character of our ciders. Having a taste of “our terroir” is what we would like for our consumers.

How has your brand grown since its launch? WATA was launched in the summer of 2019. Despite Lebanon’s socio-economic situation and the coronavirus, we not only

tripled our production and sales but also gained popularity across all age groups and social backgrounds. This is a major achievement for the brand, as we worked hard to introduce this new drink to the market and raise awareness about it.

Do you have any new products in the pipeline or plans to export abroad? Our main objective is to grow in volume while maintaining our artisanship and quality. We are working on exporting our brand and currently have potential leads from various restaurants and bars in Europe, the U.S. and the UAE. wata.com.lb

ERIC BALLARD

TIBOR KRASCSENICS

IVA VASILEVA

General manager Azure Beach Dubai, Rixos Premium Dubai JBR

Global bar manager LPM Restaurant & Bar

Beverage manager FFI Group

What are the latest trends in cider?

At Azure Beach, we have fun with cider in our slushies. Freeze a flavored cider alone, or add your favorite liqueur (and acid) to balance. I’m a big fan of Ace Cider from California; they make a pineapple cider that goes nicely with a shot of Bacardi 8yo.

We can clearly see that the current trend is to drink less, which is why low or nonalcoholic drinks have started to become more popular. One category on the rise is cider. It is not just enjoyed on its own but also in crafted cocktails. If we look back in time, we also see that ciders were an important part of the pre–prohibition era.

Cider is a fun drink. I have always considered it to be a low-alcohol apple wine rather than attributing to it a separate beverage category. The light, unobtrusive apple flavor combines extremely well in the construction of long cocktails, allowing an easy addition of extra ingredients. Its natural carbonation and perfect balance of acidity and sweetness make it easy for both men and women to consume, and it’s also extremely food friendly.

What’s your top tip when it comes to making the perfect cider-based drink? When you are working with something new, I recommend using a drink that you know well as a base. For example, you can make a mojito and use cider instead of soda. Remember, every cider is different, so you will need to balance accordingly.

The most critical part when creating a cocktail is to understand the cider, as there are so many styles and variations available right now. Customers are also more health conscious; the younger audience looks at carbs, sugar intake and generally drinks less. There are healthier versions on the market, such as gluten-free, vegan-friendly and dry ciders that are lower in calories. I think mainstream cider will not find its place in future cocktail development because of its high sugar content.

Do you have a favorite cider brand? The best ciders can be found in Normandy; the French region is famous for locally grown apples and pears. My top choice would be a semi-dry cider, such as Cidre Pays d'Auge Cambremer.

What’s your top tip when it comes to making the perfect cider-based drink?

As a wine lover, I always expect more from a cider. I get excited when I try Méthode Champeniose or Pétillant – natural ciders that have a naturally high sugar content, tannin and tart flavors. Cornouaille is one of the greatest brands. The juice is fermented with no water, sweeteners or carbonation added to the final product.

What’s your top tip when it comes to making the perfect cider-based drink? Cider, like any other drink, carries a long history. It is a product that derives from hard work and possesses taste qualities that you can only recognize by knowing the product well. I would advise keeping the alcohol content low when mixing it in cocktails, leaving the fine bubbles as present as possible and targeting a refreshing profile.

Everyone has their own idea of how to make cider shine in cocktails. It also depends on the season; in winter cider can be used in warm cocktails using brown spirit, while in the summer, you can enjoy a light cider in a highball.

FACTS ABOUT CIDER • Traditional cider was one of the most popular drinks of the 19th century. • Cider has more in common with wine than with beer. • Cider is all about the fermentation process and the expression of the fruit itself.

• Cider rarely comes from one varietal because apples lack the complexity that single grape varietals contain. • Ciders differ dramatically from region to region depending on the apples and techniques used. • Britain consumes more cider than any other country, with around 40 percent of the cider produced worldwide consumed by the British.

• A few varieties of still or carbonate hard cider are defined by their level of sweetness: dry ciders (containing less than 0.5% residual sugar); off-dry cider (containing 1-2% residual sugar); semi-sweet cider (containing 2%-4% residual sugar). • The correct way to offer clients hard cider is by serving it at approximately 40 degrees fahrenheit in an authentic hard cider glass, to allow for swirling and proper aeration, and pairing it with food.

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PRODUCT ZONE

CHOCOMANIA FOOD

SEDUCTIVE SPRING RECIPES COCOFEE VEGAN Ingredients 90g double espresso 35g dextrose 17g inverted sugar 30g glucose 3.5g soy protein 205g FBC Callebaut® Malchoc Dark 40g coconut butter Preparation Brew the espresso. Add the dextrose, inverted sugar, glucose, and soy protein, and dissolve completely. Pour over the Malchoc Dark and emulsify. Add the coconut butter and emulsify. Presentation Pour into the chocolate shells when the ganache reaches 29 degrees.

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Decidedly decadent, these recipes from the Callebaut Chocolate Academy are guaranteed to put a spring in your step. PROTEIN PIE Ingredients 100g pumpkin seeds 100g pistachio 100g sugar 80g honey 40g glucose 300g cream 35% 10g sorbitol 10g butter 200g oats 45g FBC Callebaut® 845 100g soy protein Preparation Roast the seeds and pistachios at 160 degrees for 6-8 minutes. Cook the rest of the ingredients to 103-104 degrees. Add the melted chocolate and soy protein, then add some of the roasted seeds and pistachios. Presentation Spread over a pan and allow to cool. Cut into squares or break into a crumble. Decorate with some of the roasted seeds and pistachios.

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ELLE & VIRE PROFESSIONNEL CREAM CHEESE Elle & Vire Professionnel, as a dairy expert, has developed a genuine taste of cream in a French Cream Cheese 1 KG recipe. GABRIEL BOCTI S.A.L. livgood.com

ZEIT DU MARJE EXTRA VIRGIN OLIVE OIL FROM MARJEYOUN Zeit du Marje is a select genuine extra virgin cold pressed olive oil. It is made with 100 percent handpicked Lebanese olives, conceived on rain-fed lands from Les Vignes du Marje’s trees of Jdeidet Marjeyoun. LES VIGNES DU MARJE SARL lesvignesdumarje.com lebzone.com

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Every Body Eat® Snacks have been created to bring people together over a shared love of delicious food, regardless of dietary restrictions or preferences. EVERY BODY EAT® everybodyeating.com

GLENBEY SWEET EARTH KUNG-PAO PLANT- From the glens of Scotland to the shores of Lebanon, BASED JERKY Ode to the bold flavors of China's iconic Szechuan Province. Plant-based jerky featuring yummy ginger and fiery cracked red peppercorns NESTLE PROFESSIONAL nestleprofessional.us/ sweet-earth

Glenbey is the first ever premium scotch whisky with a Lebanese signature A project collaboration between ETS. ANTOINE MASSOUD SAL AND DOMAINE DES TOURELLES SARL. eamlb.com domainedestourelles.com

RAISED GLUTEN FREE VEGAN QUICHE Raised Gluten Free releases egg-less quiche on the market. RAISED GLUTEN FREE raisedglutenfree.com

LA COMPAGNIE DE PROVENCE HOTEL LINE Designed in the heart of Provence, the La Compagnie de Provence hotel line is perfumed with the “Extra Pur” collection’s best-seller: Olivewood. Deliciously scented with sensual woody notes, La Compagnie de Provence brings a fragrant touch to the emblematic scent of Provence, with no less than 96 percent ingredients of natural origin. GROUPE GM groupegm.com compagniedeprovence.com

CHÂTEAU ST THOMAS NOOR EL AIN OCEAN BEDS BY MATTSONS Mattsons Beds introduced the Mattsons Ocean Beds in collaboration with One Ocean foundation which is produced from plastic bottles recycled from the seas. Currently expanding in the Middle East. MATTSON BEDS mattsonsbeds.com 1ocean.org

Noor el Ain is a highly elegant Lebanese rose wine with a clear light pink brilliant color and rose petals nuances that evokes a real sense of spring. Offers an intense nose, reflecting notes of white peach and citrus aromas, with touches of pomelo grapefruit and floral notes. CHÂTEAU ST THOMAS closstthomas.com JUN - JUL 2021 | HOSPITALITY NEWS ME

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HONEST. CRISP. YOURS

Hospitality News ME - June / July 2021 (Issue 134)

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