HOSPITALITY NEWS ME # 147 by Hospitality Services

FILL LIFE WITH JOY

WITH CALLEBAUT® CREMAS FOR BAKERY & PASTRY IN 6 EXCITING FLAVOURS HAZELNUT & CHOCOLATE CREAM RICH HAZELNUT & CHOCOLATE CREAM RUBY CHOCOLATE CREAM DARK CHOCOLATE CREAM GOLD CHOCOLATE CREAM WHITE CHOCOLATE CREAM

OPINION

Managing director Joumana Dammous-Salamé Publication director Randa Dammous-Pharaon Publications deputy manager Rita Ghantous Sub-editor Miriam Dunn Account managers Maha El-Khoury, Josette Hikri advertise@hospitalitynewsmag.com Subscription executives Houayda Haddad-Roumman, Mirna Maroun subscribe@hospitalitynewsmag.com Circulation coordinator Rita Nohra-Kejijian Graphic designer Ibrahim Kastoun To advertise advertise@hospitalitynewsmag.com Published by Hospitality Services LEBANON Borghol Building, Dekwaneh Tel: +961 1 480081 UAE HSME Tel: +971 585098057 info@hospitalitynewsmag.com 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.

AI is undeniably set to remain a cornerstone of the hospitality industry, with automation and robotics on track to revolutionize many jobs. Nouhad Dammous (1933-2022) Late editor-in-chief Docteur Honoris Causa

THE ROAD AHEAD FOR REGIONAL HOSPITALITY In this commentary, written in 2021, Nouhad Dammous, explores the way in which AI and social media are converging to shape the industry’s future. KSA in the spotlight I anticipate a significant transformation in the tourism landscape of the GCC countries, characterized by both an evolutionary and revolutionary shift. Specifically, the hospitality sectors in the UAE, Qatar, Kuwait, Bahrain and Oman are poised for substantial growth and development. However, none of these countries will quite rival the tourism potential of Saudi Arabia. This forecast is largely attributable to the forward-thinking leadership of Crown Prince Mohamad Bin Salman. As I look ahead to the year 2030, it is increasingly evident that this visionary leader’s initiatives will herald a historic turning point in Saudi Arabia’s hospitality sector. Going digital Artificial intelligence (AI) is undeniably set to remain a cornerstone of the hospitality industry, with automation and robotics on track to revolutionize many of the jobs currently performed by humans. This transformative technological shift is intricately connected to the concurrent rise of social media platforms. As AI continues to advance, certain tasks within hospitality may be seamlessly handled by automated systems. Simultaneously, social media’s growing influence will play a pivotal role in shaping customer experiences and expectations, with platforms like Facebook, Instagram and Twitter (now X) becoming essential channels through which hotels and restaurants will engage with their patrons. Consequently, the intertwining of AI and social media will both redefine the way hospitality services are delivered and significantly impact the industry’s employment landscape. Refurbishing Hotel owners must strategically prioritize refurbishment and innovation, given the evolving priorities of travelers. By doing so, hotel owners can not only enhance the safety and comfort of their guests, but also attract and retain today’s discerning clientele.

Hospitality News ME is distributed to trade professionals in the catering and lodging industry in the Middle East.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

In this issue

NOV 2023 - JAN 2024

HORECA NETWORK 8 9

HORECA Kuwait: the place to be Saudi HORECA Jeddah returns for second edition

Saudi HORECA Jeddah

Gulfood Manufacturing

Eye on Armenia

EVENTS SEEN AND HEARD 10 10 10 11

Future Hospitality Summit leadership awards for two industry pioneers Host 2023 showcases the future of innovation at Fiera Milano Gulfood Manufacturing 2023 shines a spotlight on sustainability 2024 trade shows around the world

BUSINESS OPINION 12

Future-proofing the food industry

Dubai: the destination that keeps on giving with Hoor al Khaja

5 nightlife influencers on achieving after-dark success

INTERVIEW

INFLUENCERS LODGING 24

Midscale and economy: the new kids on the block

MARKET UPDATE 26

KSA: transformation on an unprecedented scale

TOURISM 28

Why cities are back on must-visit lists

TRENDS 30

Regional casinos: a safe bet or a long shot?

ARCHITECTURE 32

Creating captivating lobby spaces

F&B 34

Unleashing the F&B potential of emerging markets

Eye on Armenia

A new era of customer relationship management

EYE ON TECHNOLOGY

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Special report: Start-ups 49 56 58 60 62

Honoring the high-flyers 5 ways to make your start-up stand out to investors From starting out to staying the course Risk vs. Reward: balancing the start-up scales Today’s go-to tech tools for start-ups

Special report: Start-ups

An appetite for change

SOLUTIONS MANAGEMENT 64

5 tips for creating a successful start-up

Voice-commerce: something to shout about

The definitive guide to recruiting in good times and bad

An appetite for change

MARKETING HUMAN RESOURCES

GREEN

PRODUCT ZONE EQUIPMENT 68

Lifting the lid on tiptop tableware, with 5 F&B experts

FESTIVE FARE 72 74 75 76

Meat and other treats Bring out the bread Just desserts Pass the cheese please!

ON THE MARKET 78

New products

CHOCOMANIA 80

Classic cheesecake with ruby chocolate

Coming issue FEB - APR 2024 • Special report Franchising • Influencers Suppliers • Equipment Packaging • Food Meat • Beverage Water

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

HOSPITALITYNEWSMAG.COM HospitalityNewsME

@Hospitality_Mag

Hospitality-news-middle-east

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Lifting the lid on tiptop tableware

GOOD BECOME S BE TTER For 100 years, Valrhona has brought out the best in chocolate alongside cocoa producers, employees and chefs. Its mission is to create a fair, sustainable cocoa industry while inspiring creative and responsible gastronomy. 100% of the cocoa beans that we use can be traced back to our 17,215 producers: this provides the assurance of knowing where the cocoa comes from and who harvested it, and also that it was produced in good conditions. Valrhona’s commitment resulted in it obtaining B Corporation® certification with its exacting standards in January 2020, something it is very proud of. Choosing Valrhona means committing to a chocolate that respects both people and the planet.

TO LEARN MORE ABOUT OUR COMMITMENT, VISIT VALRHONA.COM

HORECA NETWORK

PREVIEW

HORECA KUWAIT: THE PLACE TO BE The 12th edition of HORECA Kuwait, the country's leading hospitality and foodservice trade show, is set to take place from January 15-17, 2024. We reveal why it's an event not to be missed by professionals who are eager to network, do business and discover the latest products and services. HORECA Kuwait will, once again, welcome thousands of trade visitors when it returns to Kuwait International Fairground in January. Like every year, the renowned hospitality and foodservice event will bring together leading companies, start-ups and service providers to showcase their products and technologies. In addition to regional producers, there will be a number of international pavilions. “For over a decade, HORECA Kuwait has supported the evolution of Kuwait's hospitality and F&B landscape, encouraging companies to actively engage with buyers and top decision makers,” said Mohamad Najia, executive director of Leader’s Group for Consulting and Development, the event organizer. To complement the exhibition area, a number of live competitions and panel discussions will be held during the three-day exhibition, namely the Hospitality Salon Culinaire, Annual Hospitality Forum and the Bed Making Competition. Joumana Dammous-Salame, managing director of Hospitality Services and HORECA brand owner, said: “HORECA Kuwait is always successful in gathering together leaders, entrepreneurs, restaurateurs and other industry professionals. The fact that exhibitors return year after year is proof that the exhibition is a valuable industry platform and an important meeting place.” Nabila Al Anjari, general manager of Leaders Group, repeated the importance of HORECA as a meeting place and a celebration of the boldest and brightest figures in Kuwait's hospitality scene. "We are looking forward to welcoming everyone back to this very special event and to having some very interesting discussions, especially at HORECA Talks." The nation’s chefs, hospitality professionals and students will be showcasing their talents at the Hospitality Salon Culinaire. Indeed, more than 150 chefs will be putting their skills to the test in a number of live cooking and display challenges. horeca-kuwait.com

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

PREVIEW

SAUDI HORECA JEDDAH RETURNS FOR SECOND EDITION After the success of its first edition, SAUDI HORECA Jeddah is returning to Jeddah Superdome from February 5-7, 2024. Here's a small taster of what's coming up. SAUDI HORECA Jeddah will host more than 150 exhibitors and is set to attract around 20,000 visitors from the Kingdom of Saudi Arabia and beyond. From kitchen equipment and packaging to food, beverage and technology, attendees will have the opportunity to discover the latest innovations and learn about the trends shaping the market. Jad Taktak, CEO of Semark, the organizer of Saudi HORECA, said: "We were thrilled with the outcome of the first SAUDI HORECA Jeddah, hence our determination to organize a second one. Jeddah is an exciting city, one that continues to invest in its hospitality offering.” Joumana Dammous-Salame, managing director of Hospitality Services, the firm behind the HORECA Network, said: "Saudi Arabia continues to push the boundaries. SAUDI HORECA Jeddah promises to be an outstanding event, particularly as the hospitality scene in the Kingdom is so dynamic, with countless new concepts and projects seeing the light of day." Beyond the exhibition area, the event will be highlighting the skills of rising talents through a variety of competitions. Indeed, more than 250 participants will compete in a range of live cooking and display competitions at the renowned Hospitality Salon Culinaire, while the Barista Competition and Mocktail Competition will crown their 2023 champions. The competitions will be judged by international experts and celebrity chefs. saudihoreca.com/jeddah

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

EVENTS

SEEN AND HEARD

fellow award winner De Wilde FUTURE HOSPITALITY SUMMIT LEADERSHIP Meanwhile, reflected on the more than two decades he has spent working in the region, saying: AWARDS FOR TWO INDUSTRY PIONEERS president, Golden Tulip – MENA/Louvre Hotels Group, and Guido E. De Wilde, hospitality advisor at Wasl Hospitality, in recognition of their outstanding achievements and unwavering dedication to shaping the future of hospitality and tourism. The winners were selected by the FHS Advisory Board and key industry peers.

Two of the Middle East and Africa’s most respected, influential leaders in the hospitality sector were honored at the Future Hospitality Summit (FHS) in September. FHS Leadership Awards were presented to Dr. Amine E. Moukarzel,

Commenting after receiving the accolade, Moukarzel, said: “I have proudly built up the Louvre Hotels Group portfolio in the Middle East and North Africa, developing, franchising and managing our network, which is second to none. My sincere thanks to our brilliant team and the owners and investors for their continued support and belief in our vision.”

HOST 2023 SHOWCASES THE FUTURE OF INNOVATION AT FIERA MILANO Host has carved a niche as a global hospitality hub over the years, paving the way for it to this time bring together more than 2,000 exhibitors from 50 countries at HostMilano, including Italy, Germany, Spain, France, the US, Switzerland, the Netherlands, Portugal, Turkey and China, among others.

Host 2023 took place at Fiera Milano in October, where it once again reaffirmed its position as one of the world’s leading platforms for machines, technologies, semi-finished products, formats, accessories and services for professional hospitality, out-of-home and retail.

The 2023 event combined a comprehensive overview of innovation throughout professional hospitality with vertical insights into individual sectors. These were aligned and divided into three macro-areas with common supply chains, namely: professional catering-bakery, pizza and pasta; coffee-tea, bar-coffee machinesvending, gelato-pastry; and furnituretechnology and tableware.

GULFOOD MANUFACTURING 2023 SHINES A SPOTLIGHT ON SUSTAINABILITY manufacturing brands, located across 15 halls, under this topical banner in a move that aligned it with COP28, which Dubai hosts in the coming weeks.

Green and sustainable manufacturing was the headline theme at the 2023 edition of Gulfood Manufacturing, which took place in early November at the Dubai World Trade Centre (DWTC). Marking the biggest edition of the event to date, Gulfood Manufacturing 2023 brought together more than 2,000 leading F&B

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Away from the exhibition floor, over 100 of the industry’s decision-makers and global experts explored the latest trends and challenges, while setting out strategies to capture business opportunities. The industry trade event, which reaches its milestone 10th anniversary next year, continues to garner interest from top production players across sectors in processing, packaging, ingredients, supply chain solutions and control and automation, to chart a course toward a more sustainable, resilient, agile and efficient future. Talking points included sustainable packaging, reducing food waste,

“I have had the pleasure of working in this region for over 20 years and experienced the phenomenal growth of the hospitality industry. Working in this highly competitive, dynamic and game-changing market has been and still is a real privilege.” With nearly 40 years in the hospitality industry, Moukarzel is the founder of Flamingo Hospitality Management and partner of Louvre Hotels Group in MENA. Industry veteran De Wilde began his hospitality journey in 1983 at ITT Sheraton, moving into management roles at Starwood and Marriott. After Marriott International acquired Starwood in 2016, he assumed the role of COO for the Middle East. futurehospitalitysummit.com

Host has firmly established itself as an event where sustainable innovation is recognized, showcased and advocated. Recent trends forecast and explored include rising demand for specialized technologies and products and fast-food expansion, partly due to the return to in-person work. In keeping with tradition, Fiera Milano brought together global companies from a diverse range of sectors with numerous professional operators who were able to network and engage with selected hosted buyers from 75 countries. Significantly, the collaborative initiative extended to the ICEITA agency, targeting destination markets, with delegations from the US, the Gulf and the Middle East, and Eurasia playing a pivotal role. FieraMilano.it

introducing energy-efficient machinery with a smaller carbon footprint and driving traceable, ethical and transparent food production. Other themes examined ranged from how AI, robotics and automation are spurring an evolution in efficiency to the digitalization of the F&B manufacturing sector. Ahead of the event, Trixie LohMirmand, executive vice president, DWTC, said of Gulfood Manufacturing 2023: “The event comes at a critical point for the global F&B industry, as it tries to balance rising inflation and input costs, against downward price pressure from retailers and consumers – whilst meeting the imperative to make food production more sustainable. By leveraging innovative technologies and driving efficiencies, the industry can strike this balance and continue to evolve and reach new heights.” gulfood.com

2024 TRADE SHOWS AROUND THE WORLD JANUARY 2024 16-19 Jan. TURKEY ANFAS HOTEL EQUIPMENT Anfas Antalya Fuarcilik Isletme ve Yatirim A.S. anfas.com.tr

MARCH 2024 5-7 Mar. GERMANY ITB BERLIN The World's Leading Travel Trade Show Messe Berlin GmbH itb-berlin.de

15-17 Jan. KUWAIT HORECA KUWAIT Leaders Group Hospitality Services horecakuwaitexpo.com

8-12 Mar. GERMANY INTERNORGA Hamburg Messe + Congress internorga.com

20-24 Jan. ITALY SIGEP Rimini Fiera sigep.it

10-12 Mar. GERMANY PROWEIN Messe Dusseldorf prowein.com

21-23 Jan. DUBAI WORLD OF COFFEE DUBAI SCA – Specialty Coffee Association dubai.worldofcoffee.org 21-24 Jan. FRANCE SIRHA EUROPAIN GL EVENTS sirha-europain.com/en 24-28 Jan. SPAIN FITUR Ifema Madrid ifema.es/en/fitur 26-30 Jan. GERMANY AMBIENTE Messe Frankfurt ambiente.messefrankfurt.com 28-31 Jan. GERMANY ISM Koelnmesse ism-cologne.com

FEBRUARY 2024 3-7 Feb. GERMANY INTERGASTRA Landesmesse Stuttgart GmbH messe-stuttgart.de/intergastra/en/ 6-9 Feb. TURKEY EMITT ISTANBUL Hyve emittistanbul.com/Home 5-7 Feb. JEDDAH KSA SAUDI HORECA Semark saudihoreca.com

APRIL 2024 16-19 Apr. LEBANON HORECA LEBANON Hospitality Services horecashow.com 23-26 Apr. SINGAPORE FHA FOOD & BEVERAGE Informa Markets fhafnb.com 29 Apr.-1 May RIYADH - KSA FHS Saudi Arabia Bench futurehospitalitysummit.com

MAY 2024 6-9 May DUBAI ARABIAN TRAVEL MARKET Reed exhibitions arabiantravelmarket.com 18-21 May USA NATIONAL RESTAURANT ASSOCIATION SHOW Winsight nationalrestaurantshow.com 20-22 May ABU DHABI EMIRATES CULINARY GUILD Emirates Culinary Guild and Abu Dhabi Chefs Association emiratesculinaryguild.net 21-23 May KSA THE SAUDI FOOD SHOW DWTC thesaudifoodshow.com

JUNE 2024

7-9 Feb. GERMANY FRUIT LOGISTICA Messe Berlin GmbH fruitlogistica.com/en

2-4 Jun. OMAN HORECA OMAN Al Nimr Expo & Hospitality Services horecaoman.com

19-23 Feb. DUBAI GULFOOD Dwtc gulfood.com

4-6 Jun. DUBAI THE HOTEL SHOW Dmg: Events Middle East thehotelshow.com

SEPTEMBER 2024 2-5 Sep. AUSTRALIA FINE FOOD AUSTRALIA Diversified Communications Australia finefoodaustralia.com.au 17-19 Sep. KINGDOM OF SAUDI ARABIA THE HOTEL SHOW SAUDI ARABIA Dmg: Events Middle East & Asia thehotelshowsaudiarabia.com 30 sep.-2 Oct. DUBAI FHS Middle East Bench futurehospitalitysummit.com

OCTOBER 2024 Oct. JORDAN HORECA JORDAN Laurence & Husseini Consult & Expo Jordan horeca-jordan.com Oct. DUBAI SALON DU CHOCOLAT DUBAI Hospitality Services salonduchocolatdubai.com Oct. GERMANY IBA GERMANY GHM iba.de/en/

NOVEMBER 2024 Nov. UK WORLD TRAVEL MARKET RX GLOBAL wtm.com/london/en-gb.html Nov. DUBAI GULFOOD MANUFACTURING Dwtc gulfoodmanudcturing.com Nov. LEBANON BEIRUT COOKING FESTIVAL Hospitality Services beirutcookingfestival.com Nov. LEBANON SALON DU CHOCOLAT BEIRUT Hospitality Services salonduchocolatbeirut.com Nov. RIYADH - KSA SAUDI HORECA Semark saudihoreca.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

BUSINESS

OPINION

In collaboration with

FUTURE-PROOFING THE FOOD INDUSTRY Tatiana Antonelli Abella, founder and managing director of Goumbook, explains how the region’s hospitality sector can spearhead efforts to create a more responsible and sustainable food ecosystem.

The UAE’s thriving hospitality sector has long been recognized as a cornerstone of the country’s economy. Beyond its economic contribution, however, this industry has significant potential to shape the future of food by advancing sustainable food practices. Early engagement is undoubtedly a key factor in creating a more responsible and environmentally conscious food industry. On the positive side, hotels and restaurants are ideally placed to lead the way in adopting responsible practices, with broader industry efforts already gaining momentum, as the developments below confirm.

National-level strategies As the host of COP28, the UAE has placed food systems high on the agenda this year. Two key pavilions -Food Systems and Food for Climate – are providing a platform for collaboration and discussion, bringing together government bodies, private sector stakeholders, NGOs and communities to address food-related challenges in the context of climate action. Ne’ma, the National Food Loss and Waste Initiative, sits at the heart of the UAE’s commitment to tackling food loss and waste. Developed collaboratively by the UAE Ministry of Climate Change and Environment (MOCCAE), and Emirates Foundation, Ne’ma’s primary objective is to reshape consumption behaviors and promote responsible social norms. Ne’ma actively engages with the hospitality sector, offering practical advice to reduce food loss and waste, such as displaying model portions of food at canteens and buffets, along with messaging that encourages waste reduction.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

On a sub-national level, Dubai is championing sustainability within the hospitality industry. Its Department of Economy and Tourism introduced the Sustainable Tourism Stamp in 2023, requiring tourism establishments to meet 19 sustainability requirements that emphasize eco-friendly practices and responsible tourism, including those related to food.

By prioritizing local and seasonal ingredients, hotels and restaurants are contributing to the sustainability of the entire food supply chain.

Sustainable practices on the ground The hospitality sector has the potential to lead the way in adopting sustainable practices. Numerous restaurants and hotels in the UAE have already taken significant steps toward sustainability. An exemplary initiative is the United Nations Environment Programme’s (UNEP) ‘Recipe of Change,’ introduced in the UAE in collaboration with Goumbook and the Department of Economy and Tourism. With the participation of 22 hotels from major groups like Accor, Hilton, IHG and Marriott, this initiative aims to raise awareness about the environmental impact of food waste. It also sets out to promote action toward achieving the UN’s sustainable development goal (SDG) 12.3, which targets halving per capita global food waste at the retail and consumer levels by 2030. Interventions range from room-based changes, like

replacing traditional fruit baskets with loose fruit and reusable bags, to buffet-based measures, such as tent cards encouraging mindful portion sizes and lobby displays that promote responsible consumption. Another noteworthy initiative is the Green Ramadan campaign, a collaborative effort between Hilton, UNEP, Winnow and Goumbook. Implemented in three hotels across Dubai, Qatar and Saudi Arabia, this initiative achieved remarkable results by utilizing Winnow technology to reduce food waste by an impressive 60 percent. These initiatives not only minimize food waste but also demonstrate that sustainability can be seamlessly integrated into the hospitality experience, underscoring the sector’s leadership potential in adopting responsible practices.

Next steps: supporting local agriculture Beyond helping to address the issue of food waste, the UAE’s hospitality sector is playing a growing role in supporting local agriculture. By prioritizing local and seasonal ingredients, hotels and restaurants are contributing to the sustainability of the entire food supply chain in an approach that reduces the carbon footprint associated with transportation, supports local farmers and promotes agricultural diversity. As consumers and stakeholders, we should regard the hospitality sector as a valuable starting point for shaping sustainable food systems. By supporting and emulating the practices of this industry, we can collectively work toward a future where food is both abundant and environmentally conscious. goumbook.com

The Leading Global Network of Culinary Arts and Hospitality Management Institutes

Train with the elite of gastronomy

CULINARY ARTS & GASTRONOMY • NUTRITION & PLANT BASED • WINE & BEVERAGES HOSPITALITY, RESTAURANT & TOURISM MANAGEMENT • ONLINE LEARNING

ST U DY I N L E BA NON Located in the 5-star hotel Burj On Bay overlooking

the Jounieh Bay and offers acclaimed culinary programmes in cuisine and pâtisserie. Beirut-admissions@cordonbleu.edu

cordonbleu.edu PARIS LONDON MADRID JAPAN AUSTRALIA BRASIL CANADA CHILE CHINA INDIA ISTANBUL KOREA LEBANON MALAYSIA MEXICO NEW ZEALAND PERU TAIWAN THAILAND PHILIPPINES SAUDI ARABIA WATCH OUR VIDEO

BUSINESS

INTERVIEW

DUBAI:

THE DESTINATION THAT KEEPS ON GIVING WITH HOOR AL KHAJA

Offering broad-based appeal through its heady mix of futuristic skyscrapers, man-made wonders and rich cultural heritage, it’s easy to see why Dubai clinched the coveted top global destination spot for the second successive year in the Tripadvisor Travellers’ Choice Awards 2023. Hoor Al Khaja, associate vice president, International Operations, Dubai’s Department of Economy and Tourism, charts the emirate’s robust post-pandemic rebound and tells HN what’s next on the tourism agenda for this regional success story.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

What do you think has helped Dubai to successfully position itself as a ‘must-visit’ destination? Dubai has made its mark as one of the world’s leading tourism destinations, driven by the visionary aspirations of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Ruler of Dubai, prime minister and UAE vice president. The city is a melting pot of cultures and home to a huge variety of activities, attractions and offerings. On one hand, it is a futuristic metropolis of skyscrapers, man-made wonders and cutting-edge technology. On the other, it is rich in culture, with traditions passed down through generations and heritage ready to be explored. Dubai has an extensive array of attractions and amenities that make even luxury travel experiences within reach for budgetconscious travelers. The array of hotels catering to all budgets and visitor profiles in Dubai are testament to the sustained growth of the hospitality industry. Dubai also guarantees visitors a unique and cosmopolitan lifestyle with a high level of safety and security, in addition to ease of access to the city.

Which visitor groups are you looking to reach through your tourism campaigns? Dubai’s Department of Economy and Tourism (DET) strategically rolls out global and customized in-market campaigns to highlight the city’s diverse offerings across a range of key pillars spanning many leisure touchpoints, from heritage, entertainment and outdoor adventures to beach activities, gastronomy, shopping and family-oriented experiences. By developing, facilitating and promoting a year-round calendar of leisure and business events, recreational activities and festivals, as well as supporting the development of attractions and entertainment facilities, Dubai’s DET elevates the livability of the destination and its appeal to the city’s visitors and residents. Some of the key campaigns under Dubai Festivals and Retail Establishment, part of Dubai’s DET, include the Dubai Food Festival, which celebrated its milestone 10th edition earlier this year, and Dubai Esports and Games Festival, which launched in 2022 and celebrates all things esports and gaming. Building on our advantage as a leading family-friendly destination, Dubai’s DET launched the ‘Kids Go Free’ campaign this summer season, featuring exceptional staycation deals at leading hotels and attractions for families.

What impact is Dubai’s growing gastronomy scene having on the city’s tourism industry? Dubai is a city that celebrates diversity, innovation and excellence in everything it does, and this is reflected in our gastronomy

scene. Today, visitors to the city will find everything from world-renowned chefs to global restaurant brands across more than 13,000 restaurants and cafes, offering cuisines and dining concepts influenced by over 200 nationalities. Dubai’s culinary offering has received critical acclaim, winning international awards and accolades that further reinforce its position as an international hub for gastronomy. The launch of the second edition of the Michelin Guide Dubai, featuring a total of 90 restaurants, including 17 Bib Gourmand winners, and the inclusion of three Dubai restaurants in the World’s Best Restaurants List for 2023, have helped raise Dubai’s international profile as a culinary destination. Gault&Millau, one of the world’s most widely respected fine dining food critique brands, has also established itself on the city’s gastronomy scene with its annual UAE Guide, featuring top gourmet dining restaurants. In addition, Dubai was ranked as one of the world’s top 10 cities for foodies by Compare The Market 2023.

Looking ahead, we will focus on the key growth pillars of sustainability, gastronomy, trade and technology.

What do you regard as DET’s biggest achievements to date? Dubai’s resurgent tourism industry has maintained a steady upward trajectory, surpassing even pre-pandemic visitation levels and achieving accolades and milestones along the way. We welcomed a record 9.83 million visitors from January to July 2023 compared to 9.58 million during the corresponding pre-pandemic period in 2019. Hotels have also continued with their robust performance, with all key performance indicators exceeding pre-pandemic levels. The average length of stay of guests increased to 3.8 nights (up from 3.4 nights for the same period in 2019), highlighting the city’s appeal for longer-stay travelers, while the total of 23.85 million occupied room nights in the first seven months of the year represents 13 percent year-on-year growth and a 32 percent increase compared to the pre-pandemic period of H1 2019. The average daily rate (ADR) of AED 508 during the first seven months of the year surpassed the ADR of H1 2019 (AED 422), marking 20 percent growth, while revenue per available room (RevPAR) of AED 388 from January-July 2023 increased significantly

by 24 percent compared to the first seven months of the pre-pandemic period of 2019 (AED 313). Dubai’s hotels also achieved an average occupancy of 76 percent during the first seven months of 2023, which ranks among the world’s highest, compared to 74 percent occupancy during the same period in H1 2019. Among our accolades, Dubai was crowned the No.1 global destination for the second successive year in the Tripadvisor Travellers’ Choice Awards 2023 and ranked 2nd in the Conde Nast Traveller’s ‘Where to Travel Next 2023 Hot List.’

What are DET’s tourism goals for 2023 and beyond? Our focus for the rest of 2023 and beyond will be to drive and support growth, leveraging the diversity of experiences, across all tourism pillars, in line with the goals of the D33 Agenda. Looking ahead, we will focus on the key growth pillars of sustainability, gastronomy, trade and technology. With 2023 declared as the UAE’s ‘Year of Sustainability,’ this is indeed a landmark year, particularly as Dubai prepares to host COP28, the UN climate change conference, and as the city sets to take a more evolved, collaborative, inclusive and long-term approach to sustainable growth. We always strive to successfully balance sustainability with our destination strategies. In line with this drive, Dubai’s DET recently announced the launch of the Dubai Sustainable Tourism Stamp, a new sustainability initiative that seeks to recognize hotels with the highest adherence to the DET’s sustainability standards, called the ‘19 Sustainability Requirements.’ The new stamp is designed to accelerate efforts toward empowering the tourism sector to achieve its sustainability goals and support the UAE’s NetZero 2050 initiative. The city’s commitment to net-zero emissions by 2050 and the implementation of the Dubai Sustainable Tourism initiatives demonstrates the city’s dedication to providing every guest with eco-conscious hospitality offerings. We are also constantly looking at additional avenues for growth, offering pathways for deeper engagement and longevity with Dubai. Initiatives such as the Golden Visa, the Five-Year Multi-Entry Visa for employees of multinational companies and the Virtual Working and Retire in Dubai programs have been instrumental in supporting this strategy. Dubai’s resilience, combined with its diversified market approach and its ability to remain agile and adapt to the evolving global economy, will ensure the city remains one of the world’s most sought-after tourism destinations. visitdubai.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

THAT’S ENTERTAINMENT!

From pioneering electronic music to promoting talent and diversifying into unique dining experiences, Factory People has cemented its position as one of the region’s most innovative and influential entertainment groups operating today. HN caught up with its founders Jade, CEO, Tala Mortada, chief creative officer, and Wassim Bou Malham, chief strategy officer, to discover more about how they keep at the top of their game. How have the years you’ve spent in various segments of the entertainment business shaped your approach at Factory People? Jade: When I started collecting records as a teen, I never limited myself to any single genre. The band I was in - Blend was focused on rock, while my personal productions went down a more electronic and dance route, but I’ve always been curious to explore anything that interests me. From my first club, The Basement, until today, this remains the foundation of every project or venue we build and every brand or party we launch - they are all inspired by a music movement, song or a design direction. The live-stage aspect will always be there.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Tala: As a graphic designer, creating spaces, brands and worlds around music that stand for something was always what I set out to do. This dream came true when we joined forces to create projects that are a source of inspiration for our audiences, and also a hub for artists, a space for forward-thinking design and a positive agent for change. Wassim: Music was always the focal point for me, combined with creativity in parallel industries, as well as curiosity and the drive to learn. Jade and I share a similar introduction into the industry, since I was also in a rock band. I was lucky enough to tour internationally, which opened my eyes to the perception the world had of our region. This made me want to show how

much culture and art we have here, and to try and add to the global conversation about nightlife and club culture. Meeting Tala and Jade, and collaborating on projects, convinced us that we belong together as a creative entity, and that’s how we formed Factory People.

Grand Factory is considered one of Beirut’s leading nightclubs. Can you share its backstory? Jade: In 2011, I shut down The Basement even though it was still at its peak, so that I could focus more on my music, and started a fun weekly party series with my partner that moved around on Saturdays, titled ‘C U NXT SAT.’ Tala oversaw the party’s communication and art direction;

together we’d started an audio-visual project called ‘The Middle Beast’ and there was no intention really to build clubs. We had also decided to move to Berlin, where we launched Riverside Studios with a German partner. We were going back and forth for ‘C U NXT SAT,’ but the party was growing and people were becoming hungrier for electronic music. We realized that we needed a fixed headquarters to sustain the business, so we started scouting for locations in Beirut. At the same time, I was looking for the right partners to operate the club, allowing us to focus on the creative side. I went to the heart of the industrial area, as I wanted something completely different, and we found our space in Karantina in early 2014. People tried to warn us that no one would go there, but we saw what we felt could be the future of clubbing. Tala: Year on year, we kept evolving and building something new, from Reunion in 2016, the Factory Room revamp in 2017 and Soul Kitchen in 2018 to the Radiator Kinetic lighting installation in 2019. I’m proud that

Grand Factory has consistently ranked in the top 100 clubs in the world since its inception, and that the club is now one of Beirut’s most iconic venues, with some of the world’s top DJs, including Rampa and Patrice Baumel, still describing it as one of their favorite clubs.

Which changing trends on the nightlife scene did you consider when setting up AHM? Wassim: AHM was a necessary next step for our group’s development. Grand Factory was growing year on year with us and with our crowd - we were going bigger with our programming and opening room after room - and we realized in 2016 that we needed to operate it fully and focus more on Beirut than Berlin. However, there was a seasonal limitation, since no one wanted to be indoors during the summer, and, with summer the high season of the industry, we had to capitalize on this by building another standalone, open-air iconic club. With AHM, we were able to take everything we’d learned from three seasons at Grand Factory and fully elevate the offering.

How do you balance navigating the competitive nightlife scene with maintaining a sustainable business model? Jade: Trends come and go, and so do competitors - these are constants in this industry. It’s usually a great thing, since competition allows you to think differently and diversify, but the downside is that in Lebanon the environment is fierce as we do not have an influx of tourists and new faces. In fact, the opposite is true, with Lebanese, who are our main target audience, leaving due to the crisis. In short, everyone in Lebanon is fighting for a piece of a shrinking pie. We believe that our solid foundations, remaining innovative and staying ahead of the game are what will help our business to sustain itself. There are also two elements that set us apart from other entertainment companies. Firstly, we are a brand and strategy-building company, with management heavily focused on design, thinking and marketing strategies. Wassim and Samer Makarem, Factory People’s general manager, are marketing specialists, while Tala’s roots are in design and I have an engineering background. We use these tools to run our company according to a vision, having successfully launched 21 highly relatable brands across the market. We work with an integrated creative approach that allows our brands to really connect and grow, along with their target audience. Our second major USP is that beyond the club culture, Factory People is a creative space at the heart of promoting original alternative talent from the region and beyond, both directly, through our artist development programs, such as the BBX, and indirectly, through our concert series and parties. As young artists, we needed to learn, exchange, perform and express ourselves. Bringing these experiences to the business means we don’t look at the competitive landscape solely from a nightlife-clubbing perspective, but instead, promote the future today and that’s what separates us from typical club setups.

What criteria do you consider when it comes to creating meaningful connections with your patrons? Tala: We always consider how our brands can grow in the long run, rather than simply engaging in a quick transactional relationship with our guests. What’s most important for us is to ensure that all our guests have a fantastic experience that keeps evolving over time, and we couple this with community outreach and building real relationships with our guests, before and after the party. Nothing makes me prouder than when people come up to me and say things like they’ve been attending all our events since The Basement days and that Grand Factory feels like home.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

You are known for championing social responsibility. What are your latest initiatives in this area? Tala: Our goal has never been to build clubs, rather we use our venues and online presence as platforms that can contribute to our community. Our venues have long been open for cultural exchange, workshops, concerts and artist development programs. We also leverage our network and our access to young people to spread the right messages and inspire. Last year, we launched FNL for Lebanese musicians, to keep supporting a scene that has been left to fend for itself. This year we are looking to bring back BBX (Beirut Berlin Express), giving Lebanese musicians the chance to win a one-month artist’s residency at Riverside Studios and work on their albums long term. Our belief in the future of the original alternative Arabic music scene is a big part of our ethos.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

How do you see the industry evolving?

What plans do you have in the pipeline?

Jade: As we continue to enhance our events and productions, we will be building more intimate experiences. We recently launched our long-awaited Soul Kitchen restaurant in Dubai, with an innovative menu. To our delight, it’s getting rave reviews. Seven Management was the perfect partner for Parasol since there’s a long-standing history and friendship between us. The location in Beirut Waterfront meant we were able to expand further into food and daytime gatherings in the heart of the city. On another tangent, we are looking to give our guests an even more enjoyable experience by integrating key tech solutions that use AI, data-driven personalization and contactless services.

Jade: In Lebanon, we will be opening the new and iconic AHM, which spans 4,000 m2 and will comprise different spaces that interact together seamlessly. We also hope to open a standalone Soul Kitchen restaurant in Beirut in Q2, 2024. In the UAE, we will soon be starting the new season of Hot Mess at a beautiful outdoor location, and, in 2024, we are opening a fresh version of Reunion and a Cafe Bistro near Soul Kitchen, while also launching a new food concept based on our Habibi Club parties. Elsewhere, in Egypt, our AHM summer pop-up will continue with our partners VLS, and, additionally, we’ll be doing a few ‘2ND Sun’ events in Cairo, El Gouna and Sahel. factory-people.com

BUSINESS

INFLUENCERS

NIGHTLIFE INFLUENCERS

ON ACHIEVING AFTER-DARK SUCCESS

Staying ahead in a fiercely competitive, ever-changing environment and retaining customer loyalty are just some of the hurdles that operators in the nightlife segment face. HN caught up with some of the region's leading industry influencers to discover more about how they navigate the notoriously challenging nightlife nightlife scene.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Aiming high

Instagrammable evenings

Customer satisfaction is at the forefront of our priorities; we believe in going above and beyond to ensure that the experience we give our guests is a positive one. Quality and attention to detail are other key values and we take pride in delivering products and services to the highest standards.

This is definitely something we prioritize, having recognized that customers today are looking for experiences that are visually appealing for their social media feeds. We make it a point to regularly update our social media platforms with posts and live coverage from our venues, and also focus on the aesthetics, so guests can capture those perfect Instagram moments.

One big family

AYMAN BAKY CEO and founder Baky Hospitality Group bakyhospitality.com aymanbaky

Our current challenges include obtaining licenses for our venues and importing ingredients. To ensure operations run smoothly, we prioritize teamwork, collaboration and empowering our team members to take ownership of their roles. We have created an extended family atmosphere and believe that every individual has unique talents and perspectives that can contribute to our chain’s growth.

Practices and partnerships Our strategies include introducing sustainable packaging practices, promoting sustainable consumption, investing in high-quality equipment and partnering with suppliers who respect the same standards and regulations in this area as us.

High benchmarks Innovation and delivering a distinct outstanding service are paramount pillars. Marrying innovation with top-notch service in the hospitality sector has enabled industry leaders to carve out a niche for themselves, setting benchmarks that others aspire to. In an industry where word of mouth and customer reviews can make or break a business, consistently exceeding expectations is essential.

Managing the cycles

RABIH FAKHREDDINE Founder and CEO 7 Management 7management.me

Today, we face an array of challenges. Foremost among these is the fierce competition in our sector. Another lies in the cyclical nature of our business, while year-on-year rising costs put a considerable strain on our bottom line. Together, these challenges underscore the need for strategic thinking, prudent financial management and an unwavering commitment to understanding and serving our clientele. They also remind us that every challenge is an opportunity in disguise, pushing us to evolve, innovate and excel.

Smart thinking We use energy-efficient appliances and deploy smart-energy management to reduce power consumption. In addition,

Plenty in the pipeline We are thrilled to announce the upcoming additions of Baky Catering and Baky Hotels to our portfolio and share the news that Megumi will be heading to El Gouna, on Egypt’s Red Sea, in March 2024.

Upwards and outwards We have established a strong presence in Cairo and on the north coast, providing solid foundations for us to move ahead with our expansion strategy in Egypt. Thriving markets, such as the GCC and Mediterranean countries in Europe, are also of interest to us.

we prioritize recycling and composting, reduce single-use plastics and opt for biodegradable or reusable alternatives. We’ve also installed water-saving appliances and fix leaks promptly.

All about the appeal We focus on the ambience and surroundings that can make even just entering a venue an experience worthy of being documented on social media, paying attention to all the elements that are visually appealing and photographable.

Diverse destinations Regionally, 7 Management will manage a range of exciting ‘7’ concept restaurants in collaboration with Joel Robuchon on Neom’s luxury island, Sindalah. Locally, we will be opening a new casual Italian brand at Club Vista Mare in October, another exciting concept with Ennismore in SLS Hotel Tamada in November and the second branch of February 30, in collaboration with Nakheel at Dubai Island.

Beyond the region This year we are planning on taking our brands outside of the region by opening Bagatelle in Athens, Greece. We believe this city holds great potential.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

BUSINESS

INFLUENCERS Word of mouth wins We have several core values we maintain, led by our number one priority, which is providing exceptional service and a vibrant atmosphere to ensure that guests have a positive and memorable experience. This promotes loyalty, word-of-mouth referrals and establishes a strong brand reputation. We also focus on nurturing a positive work environment and investing in employee development, as well as staying on top of emerging trends.

Tech and training

SALIM GHANEM CEO and owner Standalone Group standalone-group.com standalonegroup

Our main challenges are related to managing the logistics of a unique and energetic venue. To overcome these, we have implemented rigorous training programs for our staff. We also leverage advanced technology and systems to streamline operations, such as effective points-of-sale systems, advanced reservation systems and data analysis. Regular evaluations and feedback loops help us identify areas for improvement.

From less paper to paperless These issues have become progressively important in the hospitality industry. We’ve implemented LED lighting and use smart technologies to reduce energy consumption. We’ve also focused on

Managing partner and COO ADDMIND addmind.com claudesaba

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Catching the eye Our venues are carefully designed to encourage guests to share their experiences online, from eye-catching aesthetics to signature dishes and cocktails. We also host events that are tailor-made for sharing on social media, such as themed parties and live performances.

Africa calling Our new projects include the opening of Mr. Panther, a high-energy restaurant in Lagos, Nigeria, offering an immersive dining experience with a diverse menu. We are also creating a new restaurant and lounge bar concept in Beirut.

Staying on brand We strategically target regions where we see growth potential and believe the opportunities align with our brand identity. Our primary markets are Lebanon, Qatar and the UAE in the Middle East, Nigeria in Africa and key markets in Europe.

Making memories

Creating moments worth capturing

Our values include a relentless commitment to quality, innovation and customer satisfaction. We believe in creating unique and memorable experiences for our guests, fostering a culture of continuous improvement and nurturing strong relationships with our team members and partners.

We recognize the importance of providing ‘Instagrammable’ experiences for our customers in the age of social media. Our venues are designed with aesthetics and ambience in mind, ensuring they are visually appealing and shareable. Our creative teams work tirelessly to curate moments and visual elements that resonate with our guests, encouraging them to capture and share their experiences on social platforms.

Agile operations

CLAUDE SABA

sourcing organic ingredients and supporting local suppliers. Day to day, we do our best to minimize paper consumption, substituting menus with QR codes, introducing digital business cards and recycled straws, and having paperless offices.

The hospitality industry presents a multitude of challenges, from changing consumer preferences to regulatory complexities. To ensure seamless operations, we prioritize investment in staff training, stay ahead of industry trends, adapt quickly to market shifts and maintain a flexible business model. We also foster a culture of open communication and collaboration across our team.

Eco-friendly practices Sustainability is a fundamental part of our business ethics and we are committed to minimizing our environmental impact. We do this by implementing eco-friendly practices across our venues, which include reducing waste, conserving energy and sourcing locally whenever possible.

Keeping things fresh We always have exciting projects in the pipeline and are continually exploring new opportunities to expand our footprint and offer fresh, innovative concepts to our audience. Stay tuned for announcements on our upcoming ventures!

Looking outwards We have a strong presence in several key markets, including Lebanon and the UAE in the Middle East and the Gulf, and Europe. As part of our growth strategy, we are actively exploring opportunities to venture into new markets. Our goal is to bring our unique hospitality experiences to diverse cultures and regions around the world.

Prioritizing passion

Selling stories

The three elements we prioritize are: creativity - having always been driven by doing things differently and challenging ourselves; community – having built a strong sense of belonging, for our employees and our loyal clients; and passion - nothing is standardized and if we don’t think we’ll enjoy it, then we won’t do it.

We avoid gimmicks; instead, we like to have a rich story in mind when approaching the design phase. This will naturally create magical moments which will be ideal for capturing and sharing on social media.

Managing seasonality

JAD SOUAID Founder Factory People factory-people.com thesoundsofjade

The biggest challenge is trying to plan ahead in a market marked by political and economic volatility. The summer and winter seasons represent two completely different markets here, so, to address this, we take a holistic approach and modulate our operations. This allows us to manage the depressed market in winter and maximize business in summer.

Proud to be plastic free We’ve been trailblazers in this field, having launched an initiative with Arc En Ciel in 2017 to introduce recyclable plastic cups and remove plastic straws. The following year, we removed plastic completely from our venues and shifted to paper cups.

Regional additions We have just launched Parasol, our new beach restaurant and bar in Beirut, and also opened Soul Kitchen, our new restaurant/ bar in Dubai. We have a new club planned for Beirut in December and some other exciting projects scheduled for 2024.

Thought-through planning We are proud of our legacy in Beirut, which has established us as a main player on the arts and entertainment scene, and in Egypt, where we launched the region’s largest pop-up nightclub, AHM, in 2022. Soul Kitchen restaurant (launched September 2023) has been a hit in the UAE. When looking at new markets, we consider whether our concepts will be unique there and allow us the opportunity to put our typical imprint on them.

NATASHA SIDERIS, FOUNDER AND CEO, TASHAS GROUP, ON GALAXY BAR MAKING THE WORLD’S 50 BEST BARS LIST FOR THE THIRD TIME: Galaxy Bar’s uniqueness, for me, lies in our team’s commitment to innovation and growth, working together like a family. This new recognition is a testament to the dedication we’ve put into Galaxy Bar. It’s an honor, and I’m immensely grateful to everyone who’s contributed to our success, from our devoted guests to the

dedicated team. We’re thrilled to be on this prestigious list again, and we look forward to continuing to provide the best experience for our guests, while showcasing our world of mixology under the stars. tashasgroup.com tashasgroup

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

BUSINESS

LODGING

MIDSCALE AND ECONOMY:

THE NEW KIDS ON THE BLOCK

Firmly established as a hospitality investment hotspot, the GCC is now witnessing new industry trends, including growth beyond the luxury segment. These efforts to boost visitor numbers by broadening the tourism offering are already paying dividends in key regional destinations, as Kostas Nikolaidis, Middle East and Africa executive for STR, explains.

In recent decades, the GCC has embarked on a transformational journey, with the hospitality sector playing a lead role en route for much of the time. A region many previously regarded as unattractive, unstable or simply undiscovered has now emerged as a leading global investment hotspot. Hospitality and hotel investment has gained prominence by facilitating and driving this rapid change, with the thousands of hotels already developed transforming not only the local urban landscapes, but also the wider global tourism scene.

Dubai’s success story Dubai is a prime example of what is possible when visionary leadership, socioeconomic stability and public/ private investment converge. From the inception of Emirates Airlines in 1985 to the construction of Palm Jumeirah in

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

2006 and the opening of Burj Khalifa in 2010, hospitality has been a key driver of Dubai’s evolution from the outset. Ambitious projects have paved the way for equally ambitious events to take place, including EXPO 2020, which attracted more than 24 million visitors. The hotel industry has consistently kept pace with overall tourism growth, reaching an impressive 708 hotels and 147,176 rooms in August 2023.

Broadening the appeal The average daily rate (ADR) for Dubai hotels stood at USD 188 in 2022, down from USD 308 in 2008, in a sign that today, there’s a hotel for every type of traveler around the city, including plenty of quality midscale and economy properties. While Dubai has always been synonymous with lavish hotels, the hotel supply consisted primarily of luxury

properties more than a decade ago, skewing the ADR to extreme heights. Just over 40,000 rooms in Dubai are in the upscale class today, representing 28 percent of total room supply. Luxury hotels follow next, providing 21 percent of supply which is only slightly ahead of other major markets, including New York City, Singapore and Sydney, whose luxury hotel supply is of a similar percentage. As the hotel industry in Dubai matures and continues to grow, we expect it to further align with global trends, which will dovetail well with the emirate’s ambitious plans to attract millions of additional visitors from across the globe.

KSA’s megaprojects a magnet for investors Meanwhile, a neighboring giant has sprung into action against a backdrop of tourism hype and broader regional growth. Saudi Arabia has embarked on a

In collaboration with

revolutionary modernization journey of its own since the launch of Vision 2030 back in 2016. At the time, the intention was to cement the Kingdom’s status as ‘the heart of the Arab and Islamic worlds, the investment powerhouse and the hub connecting three continents.’ With tourism a key pillar of the economic reforms, Saudi Arabia is now in the midst of a gargantuan boom in hotel room supply, which is expected to continue for many years to come. Investors from across the globe have shown themselves keen to participate in the plethora of megaprojects available, recognizing the potential of these openings and supported by solid backing from the Kingdom’s Public Investment Fund.

A robust hotel pipeline New megaprojects aside, key gateway cities like Riyadh, Makkah and Jeddah are also expanding with additional

investment opportunities and a growing hotel infrastructure of their own. Saudi Arabia now boasts the third-largest hotel development pipeline in the world after China and the US, with 86,087 rooms currently under contract, spread across STR’s In Construction, Final Planning and Planning phases. Approximately one-third of those rooms represent upscale hotels with another 19 percent consisting of luxury properties. Once again, this trend points to the development of a varied and inclusive tourism product, targeting a wide spectrum of tourists.

Spotlight on sports Substantial investment in demand generators is supporting hotel room inventory growth, with a particular focus evident in recent years on sports. Saudi Arabia now occupies a prestigious slot on the Formula 1 calendar, with an annual grand prix having taken place in

Jeddah since 2021. There has also been a sharpened focus on football, with investments in both international and domestic clubs, including Newcastle in the UK and Riyadh-based Al Nassr respectively. The latter made global headlines earlier this year after signing football superstar Cristiano Ronaldo. Overall, the substantial developments in tourism and hospitality further underscore the exciting investment opportunities that the region offers, at a time when, significantly, the economic environment in several other global markets is subdued. As these nations continue to invest in their hospitality infrastructure, the industry is poised for sustained growth, aligning with global trends and catering to the diverse needs of modern travelers. str.com

The substantial developments in tourism and hospitality underscore the exciting investment opportunities that the region offers, at a time when the economic environment in several other global markets is subdued.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

BUSINESS

MARKET UPDATE

KSA: TRANSFORMATION ON AN UNPRECEDENTED SCALE

Saudi Arabia’s far-reaching vision to diversify its economy and boost the non-oil sector is delivering extraordinary results, ensuring that the Kingdom remains firmly in the headlines and on investors’ radars. Nada Alameddine, managing partner at Hodema Consulting Services, charts the latest developments in KSA’s fascinating growth story, which range from giga-project pipelines and an ever-expanding private sector to record tourism revenues.

The seismic changes that Saudi Arabia has implemented in recent years, economically, socially and culturally, through its Vision 2030 plan, all form part of a broader goal, which is to diversify and future-proof the Kingdom’s oil-based economy. National GDP reached USD 1.11 trillion last year, marking an increase of 8.7 percent from 2021, on the back of high oil prices. The government had previously set a target date of 2025 to reach the USD 1 trillion milestone, but is already recording its first budget surplus in a decade. This spectacular performance has earned Saudi Arabia pole position among the G20 countries as the fastest-growing member state. In an environment of global price hikes, its inflation rate remains low, thanks to domestic subsidies and price caps.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

An investment powerhouse Construction, transport, wholesale, retail trade and tourism are the main drivers of non-oil growth in KSA. According to the Federation of Saudi Chambers, exports of goods and services increased by 54.4 percent in 2022. The value of exports of goods and services rose to 171.9 percent of the value of imports of goods and services in 2022, up from 134.5 percent the previous year. In recent years, the Kingdom has moved away from its traditionally strong public sector economy to make way for private investments. The authorities’ efforts to attract foreign and local investors to support their diversification plans look to be paying off; the private sector’s contribution

to GDP last year reached 41 percent, marking a rise of 5.3 percent. The number of Saudis joining private businesses is also booming, having increased from 1.91 million in 2021 to 2.19 million in 2022. As a result, the private sector is now the primary employer, providing jobs for 58.2 percent of the workforce. This development also spells good news for the unemployment rate, which dropped to 5.1 percent in the first quarter of 2023, down from 9.9 percent in 2020. According to the IMF, youth unemployment fell to 16 percent in 2022, while female participation in the labor force reached 36 percent, exceeding the 30 percent target set by Vision 2030.

In collaboration with

An emerging tourism hub The country has been implementing radical changes to the sector since 2019 in its bid to attract visitors to comply with tourism being one of the cornerstones of Vision 2030. The Kingdom aims to attract 100 million inbound and domestic tourists, increase the sector’s contribution of GDP to 10 percent and provide nearly 1.6 million jobs to Saudi youths by 2030. There are clear signs that this national drive is already well under way, from global communication campaigns to infrastructure overhauls and visa incentives, and these efforts are already starting to pay dividends. According to the Global Competitiveness Report of the International Center for Management Development (IMD), the Kingdom ranks second globally for international tourist growth rates, while the UNWTO Barometer Report reveals a spectacular 58 percent increase in visitor traffic. Last year Saudi Arabia registered a record 93.5 million visitors, with the sector’s direct contribution to GDP reaching 3.2 percent. The trend remains positive. Incoming tourism revenues reached a record USD 9.8 billion in the first quarter of 2023, according to the Saudi Central Bank, marking a rise of 225 percent on the same period in the previous year. Nearly 8 million foreign holidaymakers visited KSA in Q1, putting it

well on track to meet its goal of attracting 25 million international visitors this year. Domestic tourism is also on the rise, with numbers reaching 77 million last year, marking an increase of 21 percent. KSA is additionally positioning itself as a key player on the international stage. The country was elected Chair of the Executive Council of the UNWTO for 2023 and hosted the World Travel and Tourism Council’s Global Summit in Riyadh last year, and recently inaugurated the first regional office of the UNWTO for the Middle East.

KSA’s F&B sector is transforming to welcome a booming clientele, with revenue projected to reach USD 16.03 billion in 2025 and hundreds of new homegrown and international venues in the works.

Relaxing travel procedures Highly restrictive entry procedures for the country have made way for facilitating measures in a short space of time. Several nationalities can now obtain an instant e-visa or gain authorization upon arrival. A stopover visa has also been launched for passengers traveling on Saudia Airlines and flynas, enabling them to stay in the country for up to 96 hours. New measures have been implemented for pilgrims as well, and religious visas can now also be converted into non-religious tourist options. These initiatives are providing a boost for air traffic, which recorded a rise of 82 percent in passengers last year, according to the General Authority of Statistics. Jeddah was the busiest airport, recording 32 million travelers, while Riyadh is undergoing a major makeover, with a six-runway mega construction plan. A new airline, Riyadh Air, is also expected to be launched in 2025 by the government’s sovereign wealth fund.

A new hospitality landscape The hospitality industry is part and parcel of the tourism mega development plan. With several leisure hubs under construction, thousands of hotels are in the works. KSA currently has more than 400,000

accommodations and is planning to add 854,000 new rooms by 2030. Several international chains are part of the expansion scheme. These projects include: Al Hamra Palace Jeddah; Dar Tantora by The Hotel House; DoubleTree by Hilton Jeddah; Al Andalus Mall; ENVI Al Nakheel; Faena Red Sea Resort; Fairmont The Red Sea; and Four Seasons Hotel, among others. According to the Ministry of Tourism, they will provide 435,000 new hotel rooms by 2025. Occupancy rates are robust, reaching 76 percent in March in Riyadh. The F&B sector is also transforming to welcome a booming clientele, with revenue projected to reach USD 16.03 billion in 2025. Hundreds of new homegrown and international venues are in the works, with the authorities' focus to attract foreign investors to the food industry. Aligned with this expansion, the food manufacturing and processing sector is playing a key supporting role, with continuous growth putting it on course to reach USD 13.3 billion by 2025 and create thousands of jobs.

Giga-projects in the pipeline However, the headline news continues to be dominated by KSA’s ambitious giga-projects, led by the USD 500 billion futuristic sustainable city Neom. This flag-bearer of Vision 2030 will include a 170-kilometer-long city named The Line, an octagon-shaped port city (Oxagon), a ski resort (Trojena) and an island resort called Sindalah. Meanwhile, high-end hotels and villas on the coast are taking shape under the extensive Red Sea project, which consists of two separate developments: The Red Sea and Amaala. Many other projects are in the pipeline countrywide, from the construction of homes, schools and mosques to town center revamps and related infrastructure. Architects' very best have been approached to design many of the new developments, including Zaha Hadid, Ricardo Bofill and Jean Nouvel among others.

A positive outlook The outlook appears bright in the short term for the Kingdom, although the IMF expects its GDP to slow further from the current projection of 1.9 percent, as cuts to production and lower prices continue to hit oil revenues. However, the non-oil sector should remain strong, with growth of 4.9 percent forecast for this year, bolstered by private investments and ongoing reforms. hodema.net

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

BUSINESS

TOURISM

WHY CITIES ARE BACK ON MUSTVISIT LISTS Having risen from the depths of the pandemic, urban centers are today riding high on a wave of success, with visitors returning to these traditionally popular destinations in ever-growing numbers. Nagi Morkos, founder and managing partner of Hodema Consulting Services, takes us on a whistlestop tour during which he explains why cities are booming.

The huge number of people taking the opportunity to travel and visit destinations after pandemic-related rules restricted their movements for so long is a surefire sign that the global tourism industry is back with a bang. According to the World Travel and Tourism Council (WTTC), global tourism is expected to reach USD 9.5 trillion this year, only 5 percent below its 2019 pre-pandemic level. Traditional traveling trends have returned, while new ones are simultaneously growing in popularity, including green tourism and experience hospitality. Many holidaymakers are also opting to spend time closer to home to avoid airplane pollution, which has put a spotlight on local tourism.

Urban boom The city vs nature divide is another shifting trend in evidence, supporting a revival for well-known urban destinations. These popular hubs, such as Paris, New York and

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Amsterdam, flourished initially following the development of mass tourism and traditionally enjoyed the lion’s share of the market, attracting visitors all year round, unlike more seasonal sea or mountain resorts. However, they were badly hit by the pandemic, when visitors and workers alike deserted the streets and shops, bringing operations to a halt and revenues crashing down. In a welcome upturn, the crowds are now back, filling hotels, restaurants and museums, sometimes in even larger numbers than in pre-pandemic years. According to WTTC projections, Paris’s tourism sector is set to rise from USD 36 billion to a record USD 49 billion over the next ten years. There’s also good news for New York, where tourism is projected to reach USD 21.73 billion, up from USD 12.4 billion, in the same timeframe.

In collaboration with

Old favorites vs. new contenders Floods, fires and heatwaves triggered by extreme weather in some of the world’s traditionally popular destinations are also likely to push vacationers toward more urban destinations that are easier to access and offer a wider range of activities. Paris remains a global powerhouse this year, in good news for France, which has long guarded its most-visited country accolade jealously. In research, the WTTC awarded it top spot as the most powerful city destination. The index takes into account occupation rates, but also the investments authorities and businesses are making in the sector. The City of Lights recorded more than 44 million visitors in 2022 and is gearing up to host the Olympic Games next year. London is not far behind, with tourism levels poised to surpass 2019 levels. Stateside, Orlando - with Disney World and Las Vegas are playing their cards right. New York is also faring well, although it took some time for the city to make up for the shortfalls caused by significant numbers of employees working from home. The WTTC additionally highlights strong performances in key Chinese cities, such as Beijing, Shanghai and Guangzhou. Macao is another destination cited as one to watch, with its visa exemption and gambling industry. Elsewhere, Tokyo, Singapore, Mexico City, Barcelona and Amsterdam have also been delivering strong performances. Significantly, traditional airport layovers, such as Dubai and Kuala Lumpur, have become highly popular destinations, attracting 14 million and nearly 17 million people respectively last year. Hanoï, meanwhile, received three nods at the World Travel Awards 2023.

Uneven recovery, disappearing divides Many urban touristic destinations lag well behind these record numbers, however. Western Europe and Northern America have been making headway thanks to domestic and regional trips, but in Eastern Europe, the industry is struggling, with the war in Ukraine dampening recovery. Another issue is the loss of workers in city centers. Several hubs have tried to make up for the revenue deficit by turning shops and restaurants into touristic venues. In Amsterdam the shift is noticeable, with most offices having now

moved out of the city center, followed by residents, making way for short-term rentals and shops catering to tourists. Some cities' districts, such as Barcelona, have also become too expensive for locals. Such developments have blurred boundaries between tourist and nontourist districts, and fueled discontent among some residents who are annoyed by new disruptions to their routines. Several authorities have taken action to find solutions to these problems; Venice is implementing a daily tax for visitors to limit the crowds, while Barcelona has put a cap on the number of accommodations available during peak season and Amsterdam is considering moving its redlight district to the outskirts of the city. The shift to urban areas dedicated to tourism is not the only change underway in cities. Evolving practices have led to visitors extending their reach into areas that have traditionally been the domain of locals, blurring the lines between what constitutes a touristic and residential part of a city. Today, a growing number of travelers want to experience life as a local, preferring to lose themselves in the backstreets of lesser-known neighborhoods rather than stick to the iconic touristic sites and attractions.

Evolving practices have led to visitors extending their reach into areas that have traditionally been the domain of locals.

Tech and transport shifts Keen to tap into these changing trends, authorities across many cities have responded by developing or adopting technologies that allow them to offer new solutions to visitors in search of a little authenticity. Adelaide in Australia, for example, is using augmented reality in its interactive guided tours, while many other municipalities are currently developing their own experiential apps. Porto is leading the way in these tech changes by introducing several new digital tools. The app Explore Porto provides route information through QR Codes placed on bus stops and tourist points of interest. It also includes real-time data on taxis and scooters. Transportation is indeed playing a key part in enriching the touristic experience. Many urban residents have now turned to cycling for their daily commute, with the result that the number of bike lanes across centers is on the rise. The popularity of bike or scooter-sharing systems in many towns has improved mobility for visitors who can now access areas off the beaten track. The disappearing divide between locals and visitors may be causing friction with residents, but local authorities are keen to harness these trends as a way of promoting sustainability and innovation to attract new tourists. Even international bodies such as the UN and the EU want to have a say in the future of city tourism. In 2021, world mayors gathered in Porto to sign the Declaration on Tourism and the Future of Cities. It involves aligning their policies to support tourism and improve its consequences on locals’ lives. The EU is also promoting the Intelligent Cities Challenge to foster innovation and digitalization and turn urban areas into smart cities. hodema.net

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

BUSINESS

TRENDS

REGIONAL CASINOS:

A SAFE BET OR A LONG SHOT? While the legalization of gambling in the Middle East has long been a topic of fierce debate, news of industry developments in the UAE have now put this contentious issue firmly back in the spotlight. Against that backdrop, Ralph Nader, CEO of Amber Consulting, assesses the odds of the region positioning itself as a global gaming hub and go-to destination for casino giants.

In a significant stride toward diversifying its entertainment sector, the UAE made headlines on September 3, 2023 by unveiling its General Commercial Gaming Regulatory Authority (GCGRA) through the state news agency, WAM. While the UAE has historically upheld strict anti-gambling laws rooted in Islamic principles, the setting up of the GCGRA signals a potential paradigm shift. The authority’s mandate is to craft a comprehensive regulatory framework encompassing lottery gaming and commercial gambling. Significantly, the UAE is tapping into the experience of seasoned US industry veterans to oversee the project, appointing former chairman and CEO of MGM International, Jim Murren, as chairman and the attorney and lobbyist Kevin Mullaly as CEO, whose combined expertise spans more than three decades. These appointments form part of a broader aim to create a gaming environment that is responsible, well-regulated and adheres to stringent guidelines, while nurturing economic growth, as reported by WAM. The bold initiative also aligns with the UAE’s broader vision to expand its entertainment and hospitality offerings.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Shifting global perceptions From a regional perspective, questions are now understandably being asked as to what this development means for gaming and gambling in the Middle East. Certainly, the setting up of the GCGRA represents a significant milestone and shift in approach in a region historically known for its strict anti-gambling policies. Looking ahead, it paves the way for the Middle East to establish itself as a potential destination for gaming and entertainment enthusiasts, changing traditional perceptions and reshaping its global image in a field ripe for economic growth.

Rethinking tourism strategies Bloomberg analysts have estimated that legalizing gaming in the UAE could generate an additional USD 6.6 billion in annual revenue, based on the assumption that the industry is capable of generating 1.6 percent of national GDP, as it does in Singapore. Currently, tourism accounts for 9 percent of the UAE’s GDP, with the country continuing to enjoy its status as a magnet for visitors, having welcomed over 15 million tourists

in 2022. The rising numbers of arrivals are among the key indicators that gaming could potentially become a significant contributor to the country’s economy. The government’s recent announcement marks the UAE’s first step toward further diversifying its vibrant entertainment and hospitality sector through the introduction of commercial gaming, signaling a strategic shift that offers potential for significant revenue growth and presents exciting industry prospects. A key question now is whether the UAE’s initiative will inspire other tourism-focused Middle Eastern countries to reevaluate their approaches. With growing competition, these nations may perceive the GCGRA’s actions as a challenge to the allure of their own, individual tourism sectors. Analysts will be watching with interest for any signs that these destinations are considering easing their anti-gambling regulations or perhaps exploring alternative strategies to harness new revenue sources and retain their edge in the global tourism arena.

In collaboration with

International resort opportunities beckon From a global standpoint, accessing markets like Macau and Singapore has become virtually unattainable and is likely to remain so for at least the next decade. Consequently, the Middle East has an opportunity to position itself as the world’s most attractive untapped casino market to date, led by the UAE in particular, assuming approval is given for gaming. This appeal is further heightened by the UAE’s substantial per-capita wealth, driven by its vast oil reserves, which help to make it one of the wealthiest nations globally. The year 2009 saw MGM Resorts International and the investment firm Dubai World team up for the USD 9.2 billion CityCenter project, located on the Las Vegas Strip, in a partnership that sparked speculation about possible UAE interest in using casinos as a means to boost tourism industry revenue. The implications of establishing a gaming regulator in the UAE have long been the subject of speculation. In January 2022, Ras Al Khaimah set up its Department of Entertainment and Gaming Regulation under the Ras Al Khaimah Tourism Development Authority - a move that was not only seen as a bold step toward bolstering the emirate’s entertainment and gaming sector, but also noted for its timing, which coincided with an announcement by Wynn Resorts, a renowned US-listed luxury resort developer, of ambitious plans for a multibillion-dollar integrated resort situated locally on Al Marjan Island.

The UAE’s decision has undoubtedly put the Middle Eastern market on the radar of international resort operators, setting a precedent and ensuring that industry giants keep a close watch on new developments in the region, while assessing related opportunities.

new developments in the region and assessing related opportunities. Their foray into the Middle East will be instrumental in laying the groundwork for a potentially transformative period in the region’s gaming and entertainment industry. amber-consulting.com

The UAE’s decision to set up its GCGRA has undoubtedly put the Middle Eastern market on the radar of international resort operators, notably those with a strong presence, such as Las Vegas resorts, following in the footsteps of Wynn and MGM Resorts. This strategic move undoubtedly not only sets a precedent, but also ensures that these industry giants and other key players will be keeping a close watch on

Regulatory amendments in the pipeline? Even prior to the GCGRA announcement, Craig Billings, the CEO of Wynn Resorts, enthusiastically referred to the UAE as “the most exhilarating emerging market in decades.” The group anticipates a substantial boost from the development in the near future, citing high expectations of significant growth. What remains unclear is how the GCGRA will operate within the current anti-gambling legal framework and how other Middle Eastern nations with similar laws will respond. Amendments to these regulations will likely be required to govern this booming sector effectively.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

BUSINESS

ARCHITECTURE

CREATING CAPTIVATING LOBBY SPACES Gone are the days when hotel lobbies were waiting areas almost solely focused on checking guests in and out. Today, these first points of connection are transitioning into dynamic, multifunctional social hubs, in a development that reflects the ever-evolving expectations of their guests. David T’ Kint, founder of DTK Studio, has the lowdown on the latest lobby design trends.

Lobby design has evolved dramatically in the last decade, becoming the primary focus of attention as the first point of connection for both staying guests and non-guests. While traditionally a decorated space with check-in/out as the main function, lobbies are being used today in ways that have changed dramatically on the back of the shifting expectations and preferences of the modern guest.

From decorative spaces to active areas In the past, lobbies were primarily adorned spaces with impressive high ceilings, crystal chandeliers and coffee-serving outlets. The latter is often a quick solution to bringing activity to a sometimes quiet space, such as at Crowne Plaza on Sheikh Zayed in Dubai, which features pastelcolored painted ceilings and stonecladded columns. However, recent years

JW Marriott, Riyadh, KSA

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

have witnessed a shift toward lobbies becoming more active and functional. Today, they serve as vibrant social hubs, where guests can engage in small-scale business meetings or work comfortably, taking advantage of technology and connectivity. Hotel brands have realized that transforming F&B spaces into fully fledged destinations within the lobby generates higher revenue and attracts both staying and non-staying guests.

Embracing the lobby as a destination An excellent example of the evolving lobby usage approach is the London Edition, which features a bustling bar and lounge, complete with wall art, and can be accessed from street level, rather than having check-in counters at the forefront. This concept attracts a bustling crowd of non-staying guests, creating a dynamic and lively ambience. Following suit, several

operators, such as IHG with Crowne Plaza and Accor with Pullman, have adopted this new lobby design philosophy.

Balancing traditional and modern luxury While the active and energetic lobby concept appeals to younger generations, it may not be suitable for all brands. Luxury hotels targeting a different generation with more traditional values often maintain a conventional approach to lobby design. The perception of luxury, especially for mature guests, may still encompass a more formal ambience. Understanding the target market is crucial in striking the right balance between traditional and modern design elements to meet guests’ expectations. A commendable example is Four Seasons in Doha, Qatar, where the lobby features standout marble interiors and suitable furniture.

JW Glass Garden, Riyadh, KSA

Reflecting guests’ demands A hotel’s success lies in it being an accurate reflection of society, adapting to changing lifestyles and understanding diverse guest preferences. This includes lobby design, which should align with the desires and needs of modern travelers across the spectrum, as can be seen in the designs at Moxy, at the lower end of the scale, and Park Hyatt at the higher end.

Seamless integration of technology In an era dominated by digital advancements, integrating technology into lobby design has become a necessity. Smart check-in systems, interactive displays and mobile concierge apps are streamlining guest experiences, allowing for effortless arrivals and departures. From keyless entry to personalized service requests via mobile devices, technology is today creating a seamless and efficient connection between guests and hotel staff.

Multi-functional spaces Modern lobbies are transitioning from mere waiting areas to multifunctional social hubs. Embracing the concept of ‘third spaces,’ brands such as Aloft, Mama Shelter and Rove have had their lobbies designed to foster interactions and create memorable experiences. Incorporating flexible seating arrangements, communal workspaces and inviting lounges encourages guests to gather, socialize and collaborate in a relaxed and comfortable environment.

Artistic statements Hotels are increasingly using their lobby spaces to showcase art as a way to captivate and engage guests. Incorporating local artwork and culturally significant pieces adds a touch of authenticity, while creating a visually stimulating environment that

sparks conversations and leaves a lasting impression. Some hotel owners are investing in a curated art collection, such as the Autograph Sifang Nanjing, a property partially designed by David, where a huge yellow Yayoi Kusama sculpture greets guests.

Today, lobbies serve as vibrant social hubs, where guests can engage in small-scale business meetings or work comfortably, taking advantage of technology and connectivity.

Authenticity and local culture Today’s travelers are seeking authentic experiences that connect them with the local culture. Al Bait Hotel by GHM in Sharjah does this brilliantly with a lobby design that integrates and reflects the destination’s heritage and traditions through its beige stucco walls, interspersed with deep red and green authentic fabrics. Employing locally sourced materials, indigenous artworks and traditional craftsmanship helps create a sense of place, immersing guests in the local culture and creating a memorable stay.

Sustainability and conscious design As environmental awareness continues to rise, sustainability has become a fundamental consideration in the design of public spaces. Introducing green initiatives and communicating sustainability efforts through lobby design reinforces a hotel's commitment to responsible hospitality. Six Senses, among other brands, incorporates eco-friendly materials, energy-efficient lighting and sustainable practices to not only

reduce the hotel’s ecological footprint but also heighten its appeal to environmentally conscious guests.

Regional highlights A remarkable lobby is one that people will remember because it stands out among the hundreds of others out there. Some of those found in the Middle East excel in capturing the essence of grandeur, such as Royal Atlantis, with its impressive art collection, Mondrian Doha, where theatrical design is used in an opulent manner, and Burj Al Arab, where the lobby becomes a multi-story atrium. These lobbies seamlessly integrate lavishness and elegance. Another eye-catching example is the 25 Hours Hotel, which creates an engaging and immersive experience for guests through its exceptional activation of space.

Always remember your market The world of lobby design in the hospitality industry has undergone a significant transformation, shifting from purely decorative spaces to dynamic, multifunctional areas, catering to guests’ evolving expectations. The integration of active areas, flexible workspaces and social destinations within lobbies reflects the way people live and work today. However, it is important to strike a balance between traditional luxury and modern design in any approach, taking account of the target market and its perception of luxury. Seamless integration of technology and celebrating local authenticity are all crucial elements in creating captivating and immersive lobby spaces that enhance the overall guest experience. Ultimately, the success of a hotel lies in its ability to adapt, reflect guest demands and create eye-catching lobby spaces that enhance the overall guest experience.

JW Steakhouse & JW Glass Garden

Great Scotland Yard London

Via Mercato, Riyadh, KSA

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

BUSINESS

F&B

UNLEASHING THE F&B POTENTIAL OF EMERGING MARKETS In a region marked by transition and transformation, food entrepreneurs have plenty of choice when it comes to choosing a destination for a new project. However, while emerging markets are brimming with opportunities, they also present unique challenges. Christian Salloum, managing director of BrandPortunity F&B Consulting, offers a checklist for businesses eyeing openings in changing landscapes.

In the dynamic world of entrepreneurship, emerging markets are proving to be fertile ground for food businesses, brimming with opportunities. However, with trends and tastes constantly changing, the need to keep up to date on the latest sectoral developments is essential, as evidenced by our deep dive into this exciting realm.

Digital transformation The global shift toward digitalization has had a major impact on emerging markets, with entrepreneurs now leveraging e-commerce platforms and food delivery apps to reach wider audiences. In the wake of the Covid-19 pandemic, the demand for online ordering and contactless delivery has soared, heightening the need for food businesses to adapt to remain competitive by investing in user-friendly websites, collaborating with delivery services and taking both orders and payments digitally. Food Express, a startup in India, is an example of a digital success story, having begun life as a small local restaurant that rapidly expanded after partnering with food delivery apps. Its growth has been attributed to the swift adoption of digital platforms, which enabled it to respond to customers’ needs.

Sustainability and health drive Consumers in emerging markets are becoming increasingly health conscious and environmentally aware. Businesses that offer sustainable, locally sourced and healthier

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

food options are growing in popularity. Staying up to date on the latest health trends and incorporating sustainable practices into your food business will help you to accommodate this growing demand. GreenBite, a food business in Brazil, has aligned itself with the sustainable practice drive by sourcing organic ingredients from local farmers. This approach not only resonates with eco-conscious consumers but also fosters partnerships with local producers.

Government regulations It’s imperative to keep a close eye on regulatory changes in your target market since there may well be new policies in the pipeline that could affect your business, from food safety standards to import/export regulations and taxation. Maintaining compliance is essential to avoid legal complications. In Russia, for example, recent changes in import regulations have affected the supply chain for foreign food products. Entrepreneurs need to ensure they remain informed about developments such as these and consider sourcing locally or adapting their product offerings to meet new requirements.

trade agreements and geopolitical tensions can affect supply chains, import/export regulations and market access, heightening the need to keep a close eye on developments in the political sphere and consider how they could impact your business. When border disputes affected the Taste of the Himalayas’ ability to import certain ingredients into Nepal, for example, the business diversified its supplier base and began working closely with local producers, enabling it to maintain a stable supply chain.

Localization Personalization and localization continue to be pivotal in emerging markets, highlighting the importance of tailoring your food offerings to suit local tastes and preferences. Ahead of launching, engage with the local community, and if possible, arrange to collaborate with local suppliers to help strengthen your brand’s connection to the market. In Thailand, Spice Sensation took such a step and adjusted its menu to cater to both locals and tourists by offering traditional Thai dishes alongside Western options, helping it to establish a reputation as a goto place for a diverse clientele.

Political factors

Customer identification

Shifts in the political landscape and government policies can have a significant impact on the food industry in emerging markets. Changes in leadership,

Understanding your potential customers in emerging markets by identifying their requirements and preferences, alongside any gaps in the segments you’re targeting is

In collaboration with critical in the planning phase. Undertaking analysis, ideally with expert consultants, to gain insights into what’s driving consumer choices will help you to refine your menu, channel your marketing efforts and develop a pricing strategy to better serve your audience.

with consumer preferences varying widely, even within the same region. By utilizing data analytics and surveys, together with official statistics made available by local authorities, it’s possible to gain valuable insights into your potential customers’ needs and behaviors.

Flavors of Africa, a food business in South Africa, did just that when they identified a growing interest in African cuisine among locals and tourists. By tailoring their menu to showcase the rich flavors of the continent, they were able to tap into a niche market and gain an important share of it.

As an example, Asian Flavors in Indonesia discovered a growing interest in regional Asian cuisine by undertaking in-depth market research. Tailoring their menu to include a variety of dishes from several Asian countries enabled them to successfully attract a broader audience.

The core business of hospitality Hospitality lies at the heart of the food business, especially in emerging markets, where building strong relationships with customers can be instrumental in garnering success. It’s crucial nowadays to meet clients’ expectations beyond serving them great food by creating a positive and memorable customer experience. Train your staff to provide excellent service and consider harnessing unique cultural aspects that can enhance the hospitality experience and help make your place an attractive destination. This starts with your concept idea and should evolve to take account of the many other key factors requiring consideration, from name, design and brand identity to menu items, among others. In Dubai, Desert Eats not only serves authentic Middle Eastern cuisine but also offers an immersive dining experience with belly dancing and traditional music. By providing these additional hospitality elements, the restaurant has become a popular choice with tourists and locals alike.

Make sure that the brand story you create is compelling and resonates with your target audience.

Technology and automation Implementing technology and automation in food preparation, inventory management and customer service can significantly improve efficiency and reduce costs. Keeping up with the latest advancements in food tech will give your business a competitive edge. TechBite in China is one such prime example, having automated its kitchen processes, enabling it to provide consistent quality and quick service. Customers can also order and pay through a mobile app, enhancing their overall dining experience.

Market research

Marketing and branding

Conducting thorough market research will help you to better understand your target audience. Emerging markets can be diverse,

Effective marketing and branding play an essential role for businesses operating in emerging markets. Focus on developing

a strong online presence through social media, influencer marketing and search engine optimization, better known as SEO. Make sure that the brand story you create is compelling and resonates with your target audience. Flavor Fusion’s mastery of the art of social media marketing is clear for all to see in the way it has collaborated with local food influencers to showcase its unique fusion cuisine and, in turn, attracted a dedicated following of food enthusiasts locally in Mexico and elsewhere.

Supply chain resilience Recent global disruptions in supply chains have highlighted the importance of building resilience in this important area of business. Diversifying your suppliers and considering local sourcing options can play a valuable role in helping to mitigate potential disruptions. Supply Smart in Malaysia, for example, has built up a robust supply chain network of multiple suppliers for key ingredients, maintaining a close relationship with each of them, which has helped it to secure a continuous flow of resources, even in challenging times. Starting a food business in an emerging market is both exciting and challenging, requiring entrepreneurs to be agile and innovative, adapting to changing trends and keeping informed about new developments across the industry and beyond. With the right strategies, commitment and a customer-centric approach, however, new food businesses can undoubtedly flourish in these opportunity-laden markets. brandportunity.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

Contact your sales representative today. Bahrain:

Oman:

Egypt:

Qatar:

Fine Foods AM Foods

Jordan:

Frozen Food House Co. Kaylani Food Center

Kuwait:

Alyasra Foods Azzad Trading Group United Supply Food Services

Chef Middle East Oman Chef Middle East Qatar Deliopolis Qatar National Import & Export Co

Saudi Arabia:

UAE:

Aramtec Chef Middle East Abu Dhabi Chef Middle East Dubai Faisal Al Nusif Trading Company Rastelli Global Middle East Transmed Overseas Incorporated

Arabian Food Corporation Gulfwest Company Riyadh Gulfwest Company Jeddah

26288

QATAR TOURISM AWARDS: RECOGNITION FOR INSPIRED

INDUSTRY LEADERS Engineer Abdulaziz Ali Al Mawlawi, Chief of Marketing and Promotion Officer at Qatar Tourism, talks to HN about the organization’s new awards initiative, which celebrates the business leaders who are helping to write the country’s tourism success story.

Why were the Qatar Tourism Awards established? The Qatar Tourism Awards, organized in partnership with the United Nations World Tourism Organization (UNWTO), were established to celebrate and recognize the remarkable contributions made by businesses and individuals in delivering outstanding and distinct tourism experiences in Qatar. So far this year, Qatar has welcomed more than 3 million international visitors - a record over the last five years. The credit for this success goes to the individuals and businesses that form the backbone of Qatar’s tourism industry. Qatar Tourism Awards inspire all stakeholders involved in tourism to continue developing exceptional experiences. What can you tell us about your partnership with the UNWTO? Qatar Tourism and the UNWTO have been partners since the start of the sector’s development. The UNWTO helped to create the National Tourism Strategy and has since made an invaluable contribution and provided key insights. The UNWTO’s involvement goes beyond theoretical support, since it actively imparts best practices to Qatar’s tourism professionals. Qatar Tourism and the UNWTO have jointly launched several initiatives, including the world’s first digital tourism academy. The Qatar Tourism Awards is the latest collaboration in our partnership.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Can you describe the selection and judging processes for the awards? The selection process for the Qatar Tourism Awards consisted of two phases. First, Qatar Tourism and the UNWTO reviewed applications to shortlist finalists. Then the second phase involved the judges, who were tasked with selecting the winners. The judging criteria focused on three aspects: experience design, implementation and impact; commitment to the four fundamental values of experience orientation, service excellence, sustainability and accessibility; and enhancement of the visitor journey. Judges looked for candidates who demonstrated a strong dedication to providing unique and memorable experiences, consistently exceeding service expectations and contributing to the sustainability of Qatar’s environment, culture and socioeconomic development. Additionally, they looked for candidates who prioritized accessibility. How is Qatar Tourism responding to the industry’s increased focus on sustainability? As the sector lead and regulatory authority for Qatar’s tourism industry, Qatar Tourism is dedicated to achieving sustainable development within the sector. We work alongside our public and private partners to collectively strive toward realizing the country’s sustainability objectives. We place a strong emphasis on environmental sustainability in tourism investments as part of our strategic approach. A key requirement

for any proposed tourism project is the submission of a comprehensive environmental sustainability study and impact analysis. By mandating these evaluations, we ensure that every investment in the tourism sector is aligned with our long-term sustainability goals. What impact did the FIFA World Cup have on Qatar’s status as a tourist destination? Qatar demonstrated to the world its ability to organize large-scale, global events seamlessly, while extending a warm, authentic Arabian hospitality to the 1.4 million visitors that we welcomed during the FIFA World Cup. The country’s fresh suite of infrastructure developments and new hotel openings all helped to create a smooth and enjoyable experience for tourists. In addition, Qatar’s excellent infrastructure continues to form a compelling offering for further events, sporting or otherwise, to be hosted in the country. What can you tell us about Qatar Tourism Strategy 2030 and its goals? Qatar is pursuing a solid vision to grow its international position as a leading destination on the world tourism map. Our strategy to 2030 identifies 15 priority markets and six tourism spaces that we believe bring out the best of Qatar’s natural beauty, its leading tourism assets and its most compelling offering. Investment into the tourism sector is ongoing, with continued openings of hotels, resorts and leisure attractions. Overall, our vision is to grow the sector’s contribution to GDP to 12 percent by 2030, from 7 percent today.

PLENTY TO CELEBRATE AT QATAR TOURISM AWARDS 2023 The winners of the first edition of the Qatar Tourism Awards were announced on November 9, 2023, at a dignitaries and high-profile guests from across the industry, including HE Saad Bin Ali Al Kharji, the chairman of Qatar Tourism, and Basmah Al-Mayman, Regional Director in the Middle East of the United Nations World Tourism Organisation (UNWTO)

In addition, Qatar Tourism Awards announced the Community Contribution Award, to recognize individual community members who have gone above and beyond to display hospitality and provide exemplary services to visitors. The community members that are significantly contributing to providing visitors with a unique and hospitable tourism experience are: North Sedra Farm; Ain Mohammed Village' Al Kubaisi Educational Reserve; ENK Farm and Classic Car Museum; Mr. Khalid Jamal Al Ajmi; and Mr. Khalid bin Abdulla.

“

Ms. Basmah Al-Mayman, Regional Director in the Middle East of the United Nations World Tourism Organisation (UNWTO): Developed in partnership with the World Tourism Organization (UNWTO), Qatar Tourism launched the Qatar Tourism Awards to celebrate service excellence in Qatar’s tourism industry and foster a positive environment that motivates stakeholders involved in the sector to continue developing exceptional experiences. Qatar’s remarkable success of hosting the FIFA World Cup Qatar 2022™ had a direct positive impact not only on the country but also the region’s tourism. Qatar was identified as the best-performing destination globally in terms of tourist arrivals between January and July 2023, according to the latest UNWTO World Tourism Barometer, which tracked the sector’s post-pandemic recovery over the course of 2023 up to the end of July. Qatar’s international tourist arrivals’ percentage during the period was more than 95 percent, making it the highest globally. The far-reaching impact of this prestigious tournament also extended to countries in the Gulf Cooperation Council, whose tourism revenues increased due to growth in hotel occupancy, accommodating fans from around the world. This serves as an exceptional model for regional integration.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

“ 39

Service of Excellence Service of Excellence category, exemplifying an organization's commitment to delivering service that consistently meets and exceeds the expectations of visitors. Winners were:

Casual Dining: Em Sherif Café at Millennium Hotel Doha; Dalchini Restaurant and Bar at Centara West Bay Hotel and Residences Doha. Dining in Touristic Areas: SMAT Restaurant by Aura Hospitality and Food Services; Belhambar Restaurant by Aura Hospitality and Food Services. Cafes: Café #999; MIA Café. Fine Dining: Em Sherif Restaurant by Aura Hospitality and Food Services; Parisa Al Messila Resort and Spa; IDAM by Alain Ducasse. Hotel Restaurants: The Master Kitchen Team at Mondrian Doha; Sharq Village and Spa, a Ritz-Carlton Hotel; Riva and Q-Lounge.

Spa & Wellness: Banana Island Resort Doha; Hilton Salwa Beach Resort and Villas. Entertainment & Recreation: Doha Quest; CurioCITY.

Retail and Local Shops: Galeries Lafayette by Ali Bin Ali Holding; IN-Q Gift Shop by Qatar Museums. Shopping Malls: Doha Festival City; The Gate Mall.

Tour Operators: Regency Holidays; Fal Travelmart. Tour Guides: Alena Kishmaraia, Cecilia Castro, Pia Sundstedt and Ajith Wijenayaka Hewa Kokawalage.

Outstanding Service Excellence for Individuals: Moza Abdulaziz Al As-haq, Hassan Attia, Wassim Daageh and Bouthaina Al Emadi.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

4 Star and 3 Star Hotels: Jouri a Murwab Hotel; Radisson Blu Hotel Doha; Premier Inn Doha Education City; Premier Inn Doha Airport.

5 Star Hotels: Raffles Doha; Banana Island Resort Doha; Hilton Salwa Beach Resort and Villas; Zulal Wellness Resort by Chiva-Som.

Tourism Support Organisations: Katara Hospitality; Qatar National Convention Centre; Qatar Rail; Discover Qatar.

Cultural of Experience Cultural of Experience category, recognizing entities that emphasize and focus on delivering unique and memorable cultural experiences to visitors. Winners were: Cultural and Tourist Attraction: United Development Company (UDC), The Pearl Island; Basta Restaurant; Chernovil Art Gallery Cultural Experiences: Embrace Doha; Oryx Group Entertainment and Hospitality; Regency Holidays Cultural Heritage: Msheireb Properties

Smart Solutions Smart Solutions category, reflecting an organization's commitment to enhancing the visitors’ experience through innovative products and solutions. Winners were: The Digital and Innovation Experience: Qatar Rail; ViaVii New Solutions in Sustainability: Doha Festival City; Mowasalat Karwa Visitor Mobility and Accessibility: Msheireb Properties

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

SALMON SUPREME

WITH CHARLES MANSOUR Charles Mansour, managing partner, Bleu Marine, tells HN why this superfood is making waves across the region’s kitchens and how high standards, a strategic location and product-line expansion have combined to keep the company’s operations moving forward swimmingly. standard recognition available - and are the only salmon-processing plant with that accreditation in the Middle East. The ingredients we use in our processing, such as organic salt and maple wood and fruit for smoking, also set us apart from the competition. Our aim is to offer a healthy product with plenty of Omega 3 and free from additives and nitrate. Diversifying the product line The salmon market in the Middle East has huge potential due to the growing interest in health and nutrition. However, there is still a need to raise awareness about its benefits and position it as a primary protein option, on par with beef and chicken. Our new product lines have helped us to increase our sales and provided customers with more options, enabling them to introduce salmon products into their meal plans more frequently. These include salmon burgers, patties for burgers, our smoked salmon loin, our smoked salmon log, smoked salmon stuffed with cream cheese for appetizers and our smoked marinated salmon varieties.

Recognizing an opportunity We decided to enter the regional salmon market having realized that there was huge growth potential due to the lack of technological advancements across the industry and the limitations these were putting on the product lines that our competitors were able to offer their customers. We created Bleumer to fill that void by making available more customized products, introducing new lines and building a facility where we could operate with the latest advanced machinery to the highest food safety standards. Our expansion story Since then, Bleumer has expanded into Saudi Arabia, which is not only the largest MENA market in terms of consumers

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

and buyer power, and in the midst of remarkable growth, but also provides us with easier access to other regional markets. We chose to open our factory in Riyadh, where we have formed an alliance with one of the biggest distributors in the MENA region. This strategic move gives us a key industry advantage, enabling us to offer fresh products in both Saudi Arabia and neighboring countries such as Bahrain, Kuwait, Qatar and Oman. Setting the standard Aside from being the first and only salmonprocessing plant in the region, we are proud of our key industry credentials, which include ISO 22000 and CCPB certification for organic salmon. We also hold FSSC 22,000 – the highest food safety

Bestsellers and special varieties Our best-selling item is our smoked salmon, produced using a unique technique that respects the traditional method of curing the Atlantic salmon fillet in sea salt. The fillet is cold-smoked with maple wood and fruit to enhance its flavors, resulting in a delicacy that’s ideal for events and special occasions. We offer options that we can tailor-make for hotels, restaurants and the catering industry in KSA. Our limited, high-end smoked and marinated salmon signature items include: salmon with dried orange; salmon with beetroot; salmon with crushed pepper and thyme; salmon with sesame oil and seeds; salmon with citrus flavors; and salmon togarashi. bleumer.me bleumer_me Bleumer ME

BUSINESS

EYE ON

ARMENIA Brimming with flavors, textures and colors, Armenian cuisine reflects the many historical, geographical and cultural factors that combine to give it a unique identity. Aline Kamakian, founder and CEO of Fig Holding, shines a spotlight on the indigenous ingredients, traditional cooking methods and age-old customs that help to ensure countless national dishes remain as popular today as ever, at home and abroad.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Armenian cuisine distinguishes itself from other culinary traditions through a combination of special ingredients, preparation methods and cultural influences. One hallmark of Armenian cuisine is its use of indigenous ingredients like apricots, pomegranates and walnuts, which impart unique flavors to dishes. Lavash, a thin, soft flatbread, is an essential element of Armenian meals, often used for wrapping or accompanying food. Grilled meats, particularly kebabs, are prevalent, with marination in herbs and spices adding contrasts to flavors. Armenian cuisine also features dolma, where grape or cabbage leaves are stuffed with a blend of minced meat, rice and herbs, then simmered in tomato sauce. While often considered spicy, a more accurate term to describe Armenian cuisine would be aromatic, thanks to the use of Aleppo sweet pepper, which we use to make our pepper powder and pastes, giving the food aroma rather than heat.

Armenia, or the Lori region, is famous for its dairy products, particularly cheese and its version of matsun, among others, popular here. Overall, these regional differences reflect the diverse geography and history of the Armenian people, resulting in a rich tapestry of flavors and dishes found across various parts of the country and elsewhere, including Artsakh (Nagorno-Karabakh) and among the diaspora, worldwide.

Cultural and social influences Armenian cuisine is deeply intertwined with the cultural and social fabric of the country, giving it a pivotal role in various aspects of everyday life, from the warm hospitality extended to guests to strong family bonds, cultural identity and celebratory events. Preparing and sharing meals is a communal activity, with family gatherings often revolving around traditional dishes, made with pride by multiple generations, using fresh local produce, from recipes passed down from mother to daughter.

A cuisine of contrasts Armenian cuisine is all about contrasts - of flavors, temperatures, textures and colors. The Middle Eastern influence, due to Armenia’s location, is evident in dishes like kebbe and itch. Rice dishes are flavored with spices and frequently include vegetables, dried fruits or meats. Armenian desserts, such as baklava, merge sweetness with nuttiness. Dried fruits, especially apricots, play a prominent role in both savory and sweet Armenian cuisine. Overall, Armenian cuisine’s uniqueness arises from its special ingredients, bread, grilling traditions, sauces and the fusion of Middle Eastern and local influences, offering a rich and culturally resonant culinary experience.

From north to south Armenian cuisine exhibits regional variations, with distinct culinary traditions and flavors found across the country. Western Armenia is known for its use of lamb and bulgur wheat, with dishes like keufte (meatballs) and raw meat popular here and the use of aromatic spices like cumin prevalent. In Eastern Armenia, meanwhile, diners will find a strong emphasis on grilled meats, lavash and dairy products. Khorovats - Armenian barbecue - is a signature dish, with dairybased soups and dishes like matsun (yogurt) also common. The Syunik region, in the south, is known for its use of fresh herbs and greens, with dishes like kchuch (a green herb stew) and spas (a yogurt soup) among the regional specialties. Northern

Flavorsome combinations Lamb, beef and pork are among the popular meat varieties used in various dishes, with an emphasis on quality and flavor, while fresh herbs ranging from parsley, cilantro and dill to mint are seen as essential for adding freshness and depth of flavor. Go-to vegetables include eggplants, tomatoes, cucumbers and Aleppo peppers, all of which are frequently used in salads and stews, with grains such as bulgur wheat, rice and lentils among the staples that provide the foundation for many dishes. Walnuts and almonds are often incorporated into both savory and sweet dishes, providing a delightful crunch and nutty richness, while cumin, coriander, paprika and black pepper feature on the list of popular spices, alongside sumac, which is used to give dishes a tangy, lemony flavor. Feta and moushallale string cheese are among the dairy products that frequently feature in Armenian dishes, providing them with creaminess and a tang, alongside yogurt and sour cream.

Trending today

Preparing and sharing meals is a communal activity, with family gatherings often revolving around traditional dishes, made with pride by multiple generations using fresh local produce.

Cooking methods Traditional Armenian cuisine relies on a range of cooking methods, all of which contribute to the rich and diverse flavors of the dishes. Common traditional cooking methods include grilling (khorovats), which is a popular method for preparing meat varieties such as lamb, beef and pork. The meat is marinated with spices and herbs before being skewered and grilled over an open flame, often on a barbecue. Stewing is ideal for many Armenian dishes, allowing spices to meld and the rich, hearty flavors of chosen meats and vegetables to develop in flavorful broths or sauces. Baking in traditional ovens is also central to Armenian cuisine for a variety of savory and sweet pastries, bread and key dishes like mante (dumplings) and soubeureg (layered pastry and cheeses). Popular dishes like beureg (filled pastries), meanwhile, are deep-fried to achieve a crispy texture.

Several trends and innovations have influenced Armenian cuisine over the years, including a revival of traditional recipes and interest in preserving them, and cooking methods. In a reflection of global food trends, there has been a growing emphasis on farm-to-table initiatives and sourcing of fresh, seasonal and locally grown produce, supporting small-scale, sustainable farming. The use of healthier ingredients to create lighter and more nutritious versions of Armenian dishes, while ensuring that the authentic flavors are retained, is another trend in evidence. Fusion cuisine has also become popular, driven by a desire to create unique and contemporary Armenian dishes, and modern presentation, as found in upscale restaurants such as Mayrig, alongside innovative desserts which appeal to modern tastes. Looking ahead, we expect the focus on authenticity in food and the importance diners attach to it to continue. There is much greater awareness today of the part that cuisine can play in maintaining heritage and Armenia is a proud pioneer in this field, with its food celebrated and enjoyed around the world. figholding.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

BUSINESS

TECHNOLOGY

A NEW ERA OF CUSTOMER RELATIONSHIP MANAGEMENT AI-driven CRM tools and chatbots are taking customer engagement to the next level. With today’s guests demanding seamless and personalized experiences, hotels that invest in these industry disruptors will gain a competitive edge, as Lovetto Nazareth, managing director of Prism Digital, explains.

The hotel industry in the Middle East has always been at the forefront of luxury and customer service innovation. Against that backdrop, seismic shifts are now evident in the segment’s customer relationship management (CRM) processes, driven by the rise of artificial intelligence (AI) and chatbots. Today, AI-driven customer interactions are playing a pivotal part in enhancing guest experiences, optimizing direct bookings and amplifying online reviews.

The advent of chatbots in CRM Gone are the days when hotel guests would wait for an email response or hold a call to clarify their booking details. AI chatbots now offer instantaneous responses to customer queries, aiding in real-time decision-making. As well as being available 24/7, their ability to provide personalized solutions based on user data makes them invaluable. This is leading to increased customer engagement, fewer dropped reservations and an improved booking experience for hotels.

Direct booking boost Third-party booking platforms might have dominated the scene a few years ago, but chatbots and AI-driven CRM systems paved the way for a shift toward direct bookings. Hotels are able to offer customized packages and special discounts, while also upselling additional services, through AI-enabled direct

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

interactions, eliminating third-party commission fees and so making them more profitable.

collection. This proactive approach has led to a notable increase in positive online reviews, elevating its brand reputation.

Amplifying review generation

Emaar Hospitality Group: another giant on the Middle Eastern hospitality scene, Emaar has made significant strides in digital transformation. Its adoption of chatbot technology ensures guests receive timely and personalized responses. The immediate interaction not only fosters trust, but also encourages potential customers to finalize their bookings directly.

A hotel’s reputation in today’s digital age largely depends on its online reviews. Hotels can prompt guests for feedback post-stay through AI-powered CRM systems. These systems can identify satisfied guests and encourage them to leave positive reviews on platforms like TripAdvisor, enhancing the hotel’s online reputation. Several hotel chains are embracing these new ways of working and are now adopting AI-driven CRM, including: Jumeirah Group: a leader in luxury hospitality, the Jumeirah Group, based in Dubai, has embraced chatbots to streamline its booking process. Its AIenabled system helps guests with inquiries that range from room availability to dining options. The direct interaction has reduced the workload of their human customer service teams and significantly improved their direct booking rates. Rotana Hotels & Resorts: with a vast presence in the Middle East, Rotana has been an early adopter of AI-driven customer interaction tools. By integrating chatbots into its CRM, the brand has enhanced the guest experience, from prebooking inquiries to post-stay feedback

Leveraging WhatsApp’s potential With its massive global user base, WhatsApp has also emerged as a formidable platform for businesses, especially in the hospitality sector. The introduction of WhatsApp Business has further streamlined this process, providing tools tailored for businesses to engage with their customers efficiently. In the hotel industry, WhatsApp Business AI chatbots are being used to offer instant communication, manage reservations, answer guests’ queries and more. Hotels can harness this platform in many ways, including: Instant communication: WhatsApp’s real-time messaging capability allows hotels to communicate instantly with guests, addressing inquiries or issues in real-time.

Automated responses: with AI-driven chatbots, hotels can provide automated responses to frequently asked questions, freeing up human resources and ensuring that guests receive timely information. Bookings and reservations: some hotels have integrated their booking systems with WhatsApp, allowing guests to check availability, book rooms or even modify their reservations through the app. Feedback collection: post-stay, hotels can solicit feedback through WhatsApp, making it convenient for guests to provide their insights and reviews. Promotional offers: WhatsApp’s status and broadcast features enable hotels to share limited-time offers or promotions directly with their audience. Several establishments are already leading the way in leveraging WhatsApp Business chatbot for their CRM operations, such as: Conrad Hotels & Resorts: a part of the Hilton Group, Conrad Hotels & Resorts launched its Conrad Concierge service, which integrates with messaging platforms, including WhatsApp. Through this service, guests can make real-time requests, book spa appointments and even order room service.

The Four Seasons: recognized globally for its high levels of guest service, The Four Seasons utilizes WhatsApp Business to ensure that guests can communicate about a broad range of issues via WhatsApp, from making a special room request to a dining reservation. Dorsett Hospitality International: this Hong Kong-based hotel chain, with properties across Asia, offers a Dorsett Connect service. Through this initiative, guests can use WhatsApp to interact with the hotel’s chatbot or human staff for a range of services that includes booking shuttle services and requesting local travel tips. New security solutions are now also available through which machinelearning and AI can scan hotel video feeds and provide impressive security features. These include automation of facial recognition with AI - useful for security - and scanning for illegal and concealed weapons in public places like hotels. These security solutions, which offer hotels enhanced security capabilities and enable them to support local law enforcement efforts, are currently being rolled out in several hotels in the UAE.

Hotels are able to offer customized packages and special discounts, while also upselling additional services, through AI-enabled direct interactions, eliminating thirdparty commission fees and so making them more profitable.

As hotels in the Middle East continue to embrace technological advancements like adopting AI-driven CRM tools and WhatsApp for Business AI chatbots, they will set new standards in customer engagement, direct bookings and online reputation management. The current trajectory suggests that AI and chatbot integrations are not just trends, but essential tools for future success in the hotel industry. As guests increasingly demand seamless and personalized experiences, hotels that invest in these technologies will undoubtedly earn themselves an advantage. prism-me.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

SPECIAL REPORT

START-UPS IN PRAISE OF THE INNOVATORS Launching a new business is not for the fainthearted, with hurdles, long days and difficult decisions an inevitable part of any entrepreneurial journey. Yet the rewards can be huge and the satisfaction unrivaled from bringing a project to fruition. Our special report shines a spotlight on the regional hospitality start-up scene, providing coverage of the numerous niche segments with growth potential, while sharing the personal success stories of entrepreneurs innovating today and seasoned experts’ must-read words of wisdom on everything from pre-launch preparation to long-term planning.

FEATURING P.49 HONORING THE HIGHFLYERS

P.58 FROM STARTING OUT TO STAYING THE COURSE

P.56 5 WAYS TO MAKE YOUR START-UP STAND OUT TO INVESTORS

P.60 RISK VS. REWARD: BALANCING THE START-UP SCALES

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

P62 TODAY’S GO-TO TECH TOOLS FOR START-UPS

HONORING THE

HIGH-FLYERS Eleven trailblazing entrepreneurs were selected as finalists at the Future Hospitality Summit (FHS) Startup Den 2023 recently, after edging the competition and impressing an esteemed judging panel with their forwardthinking, innovative business concepts. In a series of exclusive interviews compiled by HN and conducted by FHS, each finalist takes us on their start-up journey, from idea to implementation, and hurdles to highpoints.

From supplementary to essential

1 KARIM ABBOUD Director, EMEA Klimato klimato.co France

Smart green solutions

Robust dataset

The food industry contributes significantly to global carbon emissions, necessitating a shift in dietary habits and improved agricultural practices. Foodservice providers face the challenge of integrating sustainability into their operations, attracting eco-conscious consumers and enhancing their brand, while still boosting profitability. Klimato addresses this by allowing providers to calculate food environmental impact, add menu labels and access regular climate reports from sales and procurement data.

What sets us apart is our extensive global reach, with a comprehensive database spanning over 40 countries. This robust dataset empowers us to provide precise, tailor-made sustainability solutions. Additionally, our methodology is certified by the prestigious World Resource Institute, enhancing our credibility. Klimato also excels in scalability, making our solution ideal for international groups pursuing sustainability. We smoothly integrate with other platforms through application programming interface (API) connections.

Our main challenges revolved around the resistance we encountered among our clients to change and the adoption of new innovations. We recognized that chefs and catering managers were somewhat hesitant about using innovative tools. However, as they came to understand the benefits of Klimato, they embraced the tool and evolved into enthusiastic advocates of our platform. To date, we have achieved remarkable growth, doubling our monthly recurring revenue on the previous year. Today, we collaborate with a number of prestigious global organizations. Our most significant milestone lies in our transformation from being perceived as a supplementary tool to an indispensable one, enabling our clients worldwide to not only adhere to new regulations but also to advance their environmental, social and governance initiatives.

Global reach We intend to broaden our operations by establishing a presence in both the US and the UAE. By strategically locating offices in London, Paris, Stockholm and Oslo, we aim to cover key markets and serve a global clientele.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

SPECIAL REPORT

START-UPS it can be accessed. The simplest method involves sharing a booking confirmation link directly with customers via email or messaging tools. In addition, we provide a third-party service, that integrates the ‘Book/ Pay with Neumo’ option in the existing checkout page or hotel apps.

Highlighting innovations

SAUJANYA ACHARYA CEO, co-founder Neumo neumo.me achathej Singapore (HQ)

Bookings breakthrough Neumo was inspired by a personal need. Until recently, I didn’t possess a credit card, which made it tough to book hotels directly online or access favorable rates on travel websites. Instead, I had to resort to booking through local agents or use the ‘book without credit card’ option on online travel agencies (OTAs), both limited in choices and often more expensive. Additionally, hotels required a cash deposit during check-in, in lieu of security hold on credit card, limiting my local spending budget.

Neumo was born from this experience, aiming to provide a modern solution for those without credit cards.

One-stop solution Our product’s core strength is enabling hotels to effortlessly accept bookings and payments from around 100 realtime payment wallets globally. Handling integration, deployment and settlement with numerous payment wallets can be overwhelming for hotels. Neumo simplifies this process, serving as a one-stop solution. Our service also offers versatility in how

The main challenge we faced was integrating local payment wallets. While some payment companies provided comprehensive documentation, some were leaving us in the dark, making product development challenging. The next challenge was onboarding pilot customers who weren’t always aware of the innovations in payment solutions in our target markets. However, we’ve made significant progress in both product development and customer adoption, serving over 12,000 bookings across 25 hotels during our beta mode in the last four months.

GCC focus Our expansion plans begin with a focus on hotels in the GCC region, which attract a significant number of travelers from emerging markets in Asia and Africa. Gradually, we’ll expand into Asia-Pacific and European markets.

Our ultimate goal is to reignite employees’ passion for learning and self-improvement, while continuously driving significant profit increases for clients.

Early accolades Our official launch was on November 1st. We are currently in promising talks with a ministry of tourism for a major tourist project and have also received significant interest from over 30 hotels and restaurants who are keen to join our platform. In addition, we’ve been named the Official Winner of the 2023 Entrepreneur20X competition at The Hotel Show in Dubai.

3 MARCO CORALLO COO and co-founder Xenios Academy xenios.academy United Arab Emirates

Bridging skills gaps We are an ed-tech start-up with a mission to assist hospitality businesses to boost their profitability by providing a time- and cost-effective training program to bridge the skills gap. At Xenios Academy, we utilize cognitive neuroscience principles to enhance the learning process, gamification techniques to motivate and engage learners, and AI technology to personalize the pace of learning. Our innovative approach results in an enjoyable learning experience that

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Forging alliances

simplifies training and ultimately increases the organization’s net profit.

Making it fun Our start-up challenges the notion that adult learning has to be dry and serious. We’ve created a fun and engaging learning environment that empowers employees to excel. Our application teaches employees how to save costs and boost revenue, but does so by emphasizing essential soft skills, like effective communication and understanding consumer psychology.

Our current focus is on the MENA region, with its significant investments in hospitality and tourism. The Middle East offers a competitive hospitality industry, but also a thriving tourism sector that ensures a constant flow of new developments. By forging strong alliances and providing maximum value to our clients, we aim to leverage the region’s landscape to solidify our position in the industry. Our longterm plan is to then expand into untapped regions like Latin America, Africa and Eastern Europe.

Expansive selection Drink Dry has exclusivity on most of the brands that we import into the region, giving us first-movers’ advantage and ensuring we are the only ones with such a wide selection of global alcohol-free brands.

Educational element The biggest challenge so far has been creating awareness of the category itself and the educational aspect of the hospitality sector. This is expensive and takes a great deal of time and resources. We have won a number of awards and accolades for the work that we have done which is confirmation of how important it is.

ERIKA BLAZEVICIUTE DOYLE Founder and managing director Drink Dry Beverages Trading LLC drinkdrystore.com erika_drinkdry UAE, KSA and Kuwait

Alcohol-free options Drink Dry is the first and only non-alcoholic drinks marketplace in the GCC. We are exclusive importers and distributors of most of the brands that are listed on Drink Dry Store. Drink Dry also supplies the hospitality sector with our premium nonalcoholic drinks. We currently supply over 350 venues across the UAE and close to 50 venues in KSA and Kuwait. Our mixologists help our hospitality partners with menu

Inter-regional plans developments and 0.0 percent cocktail recipe creations. We also supply some of the major supermarkets in the UAE. I started Drink Dry as a passion project because I am a non-drinker myself. However, we were backed by plenty of market research and understanding of our consumer segmentation. Drink Dry products allow non-drinkers to feel included in celebrations and social gatherings.

We launched an eCommerce website in Kuwait in July 2021 and have also set up our B2B operations in Kuwait and Saudi Arabia last year. We have a partnership launching with Al Shaya in November that will mean our premium non-alcoholic drinks will be available with PF Chang’s in UAE, Kuwait, Saudi Arabia, Qatar, Bahrain and Oman. We will be launching our eCommerce platform in KSA in Q4 2023.

Genuine revenue source

5 OSSAMA MOHAMED SHAWKI ELKOT CEO and co-founder Thirty Sleeps FZ LLC thirtysleeps.com osamashawky UAE

One of the initial hurdles was convincing hoteliers that our model creates a win-win scenario: we bring them qualified guests who stay longer and pay less, yet increase their revenue streams. We’ve overcome this skepticism and now partner with over 300 hoteliers and Airbnb management agents. Initially, monthly rates were kept discreet, but today many embrace this market segment as a genuine revenue source. Our efforts have led to hoteliers earning an additional USD 1.7 million in the past year alone. Trust is also a big win for us; guests are confident they’re getting the best deal, which has fueled a 60 percent repeat business rate and a strong foothold in the B2B market.

Growth hotspots

Longer-stay niche

Unexplored market

Inspired by the absence of tailored options for stays beyond 30 nights, Thirty Sleeps was launched to fill this niche. Our offerings include a curated range of hotels, serviced apartments and managed Airbnbs, with substantial cost savings for extended stays. Beyond serving individual travelers, we have a dedicated focus on meeting the needs of B2B partners like HR and travel teams.

Thirty Sleeps is purpose built for the underserved extended-stay market. Our coverage spans various budgets and styles, making us a versatile choice. Contrary to the notion that extended stays are merely a revenue filler for hoteliers, we see this as a significant market in itself. Importantly, our model is both scalable and geographically transferable.

Our immediate expansion focus is broadening our footprint across the UAE, offering a range of budget-to-luxury extended-stay accommodations. The next strategic move targets the GCC, focusing on Saudi Arabia and extending to Qatar, Bahrain and Oman. Beyond the immediate region, we’ve identified key growth hotspots, such as Egypt, Spain, Portugal, the UK, Singapore and Turkey, based on market demand and ease of entry.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

SPECIAL REPORT

START-UPS news and user engagement beyond conventional databases.

Positive response We have experienced many of the usual start-up challenges. However, the industry’s incredibly positive response to our marketplace has validated our business idea. Backed by numerous strategic pre-seed and seed investors, www.exploreTECH.io was launched in January 2023 and already has a monthly average of 3,500 users, grown organically. In just nine months, ExploreTECH has listed 435 hospitality and travel tech vendors, representing over 1,100 products.

6 MONA FARAJ Co-founder and CEO ExploreTECH xploretech.io UAE

Going global

Transforming tech procurement

In-demand solutions

ExploreTECH is the first B2B digital marketplace for hospitality and travel technology in the region, connecting tech vendors with buyers. It is driven by a team of experts who have all lived the pain points of traditional tech procurement. As an impartial and user-friendly platform, it makes today’s highly complex and fragmented process easier for everyone involved. AI-enabled, ExploreTECH revolutionizes technology procurement by automating processes, reducing costs, saving time and enabling informed decision-making.

The key strength of ExploreTECH is that we solve the needs and challenges of technology procurement, as identified in focus groups with hospitality and travel industry experts and technology providers. These include offering: a time- and resource-efficient way of sourcing and comparing the latest technologies; a transparent go-to platform with unified terminologies and functionalities; a marketplace for tech providers to reach and engage with MEA clients; and an omni-channel platform for comprehensive tech information,

ExploreTECH‘s business model is deliberately modular and scalable. We plan to take the marketplace global in 2025, with a penetration forecast to reach 12 percent of 2.5 million potential users globally by 2027. Our scalability plans include both cross-regional and cross-industry expansion. Future plans also include development of additional platform functionalities, such as a tech stack builder, an automated RFP tool, analytics API, reviews, multi-lingual options, on-platform marketing and buyer behavioral data analytics.

coaching improves server performance, driving upselling and guest satisfaction.

User-friendly solutions We understand that some restaurants perceive data-driven solutions as complex, primarily due to the traditional look and feel of point-of-sale (POS) systems. To address this, we’ve worked to showcase the real, tangible benefits of our user-friendly platform. We’re committed to simplifying the restaurant management landscape, emphasizing ease of use and rapid integration, and we’ve forged successful partnerships with a diverse range of outlets. Our goal is to make data-driven decisionmaking accessible, efficient and rewarding for all restaurants.

7 PUNEET MAHINDROO Co-founder PerfectCheck Pte. Ltd perfectcheck.com Singapore puneet.mahindroo

Empowering decision-makers

Essential insights

PerfectCheck is a pioneering platform optimizing restaurant and bar revenue and profits. Our intelligent software and data science provide accurate predictions for table occupancy, menu offerings, pricing and server efficiency, maximizing profitability. We offer comprehensive support, including training and ongoing consultation. This sets us apart, filling the gap for expert guidance in restaurant optimization. We empower stakeholders to make informed, real-time decisions while focusing on operational excellence.

Our product stands out with a holistic approach to restaurant success. Using datadriven techniques, we automate demand forecasts to boost traffic during slow hours, optimize capacity during peaks and improve staff and inventory management. We ensure optimal seating with high-revenue customers throughout the day. Our insights identify top menu items for sales growth, suggest pricing adjustments, and enhance menu design. Additionally, personalized

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Global F&B focus Our vision for expansion is to serve a wide range of global F&B businesses. We actively partner with POS companies and selective hospitality data analytics solutions to enhance our brand’s impact. Our commitment to innovation keeps our algorithms at the forefront of technology, empowering clients with advanced tools for operational excellence. We aspire to be the go-to partner for F&B businesses of all sizes, addressing diverse industry needs, from supply chain optimization to sustainability.

Fruitful collaborations Challenges included technology adoption and market awareness. We’ve addressed these by successfully conducting pilots and collaborating with industry leaders, including our partnership with Neom, a giga-project with vast potential, reaching millions of visitors, and our collaboration with the International Air Transport Association in the aviation industry. We’ve also secured investment licenses in Saudi Arabia and are in the process of establishing our presence in the GCC region. This includes setting up our commercial registration in KSA, a significant milestone in expanding our operations in the GCC.

8 KHALID MALIKI Co-founder and COO Gimly Gimly.io The Netherlands (and soon KSA)

Post-pilot plans

Simple, yet secure

A seamless experience

Gimly is revolutionizing access control and identity verification through our Tap to ID technology. We were inspired by the need to simplify and secure identity verification, particularly in the travel and hospitality sector, where time-consuming processes and privacy concerns were prevalent. Our aim is to make access to the digital and physical world as simple as a tap, enhancing convenience and security for everyone.

Our Tap to ID technology provides secure, efficient and contactless identity verification, offering a seamless experience for both businesses and customers. It’s adaptable across various industries and enhances security, privacy and convenience. One of our key strengths is our commitment to open standards and interoperability, ensuring that our solution can easily integrate into existing systems and platforms.

We aim to expand into the broader commercial access control market after the successful conclusion of our ongoing pilots. This expansion will allow us to target a serviceable market worth USD 1.5 billion, making our technology accessible to a wider range of industries beyond travel and hospitality. With our investment license in KSA and our growing presence in the GCC, we are well positioned to tap into this significant market and offer our innovative solutions to businesses across the region.

The art of persuasion ‘Old habits die hard’ they say! This is especially true for the space we are working in. Pen and paper are old friends to most, and WhatsApp and Excel sheets are often deemed as an acceptable means of building a business. A big challenge for us has been persuading an industry deeply entrenched in traditional practices for centuries to embrace technology in a space where some may question its necessity. Moving away from outdated practices is significant but necessary, in our humble opinion. However, with the feedback we’ve had from users so far, I’d like to think we are heading in the right direction.

9 JOSEPH M JACOB Co-founder and CEO Burnt theburntapp.com UAE

Step by step Industry overhaul

Tailored for F&B

Burnt reimagines the restaurant-supplier procurement process. We are building a whole suite of powerful tools to streamline restaurant back-of-house and revamp supplier front-of-house and online presence. Being a fourth-generation food entrepreneur, I’ve spent the bulk of my childhood and adult life in the thick of the industry. I believe there is a lack of innovation around building with the industry, for the industry.

The food industry speaks a unique language. Our company DNA, right from the way we interact with customers to the tech we build, is based on that very language. What does this mean? A sweet, synchronized harmony between technology and the food industry. By taking this approach, every feature that we release is going to bring maximum efficiency and benefit to the users, in turn making their day-to-day lives easier.

At this moment in time, we are just focused on building the best product for our first market, Dubai. Eventually, I see us focusing on the two largest F&B markets out there: South-east Asia and North America.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

SPECIAL REPORT

START-UPS upfront cost and hotels, intermediaries and travelers all get to win. We are creating a completely new distribution channel, with completely new business models.

Convincing the skeptics Our primary challenges revolve around technology awareness and achieving mass adoption. Many view blockchain as complex, leading to skepticism. Even with these challenges we have achieved significant milestones, getting featured on Lufthansa’s Innovation report as a key player in inventory distribution in the travel industry using Web3, and being runner-up in E20X at HITEC Dubai 2023.

10 ARUL PRAKASH Co-founder and CEO Buk Technology buk.technology USA

Filling the resale gap Facing a hefty loss due to a nonrefundable hotel booking, I personally sought a solution from a friend in the travel industry. However, existing platforms for reselling bookings proved inefficient. From my background in blockchain technology, I saw this could be solved via NFT tokenization. And so, the idea for Buk was born. Buk aims to bring resellabilityas-a-service to the travel industry, starting with hospitality. It enables travelers to easily resell bookings, empowers travel

Increasing global reach agents with inventory trading capabilities and allows hotels to maintain control and earn royalties. We intend to use this mechanism to change the way inventory distribution happens in travel. Buk fulfills untapped needs by: streamlining distribution; offering transparency and control; and enhancing flexibility and revenue per available room (RevPAR).

Win-wins

• Up to 12 months: increase supply (partner with hotels and aggregators); increase distribution (deploy our technology with OTA platforms and other travel tech solutions); and increase global reach (go deeper in South-east Asia and European markets). • 12 - 36 months: build newer products and solutions - fintech products to capitalize on the tokenized inventory model, which increase liquidity, flexibility and revenue-generation opportunities.

Hotels require zero technical spend, zero change and zero process change. With a transaction-based model, there is no

Embracing the tech The biggest challenge we face is the adoption of the technology by less tech-savvy consumers, although in general, there is a learning curve for some demographics that is usually overcome in time. For adoption within organizations, there is also sometimes resistance among staff. For example, some managers are cautious about entrusting routine tasks to machines. However, it’s important to stay ahead of the curve. Brands that are resistant to technology will find themselves playing catch-up and competing with companies that have already begun to innovate their business models to create an edge over competitors.

11 ANDRE NAPOLEON SMITH CEO Holoconnects VOF holoconnects.com The Netherlands

Bolstering front of house

One-to-one engagement

Holoconnects was started with the initial idea of selling ‘everlasting memories’ of family and friends to connect with future generations in hologram form. We received a great deal of media interest which inspired companies to contact us, including large hospitality brands that wanted holograms to bolster their frontof-house team.

The Holobox offers the efficiency of a fully digital solution but retains the human touch. Using two-way, interactive, AIpowered holograms that deliver a reallife, real-size, real-time personalized experience, Holoconnect unlocks a new level of one-to-one engagement that other technologies cannot emulate. It delivers opportunities for users to ‘beam in’ from anywhere. This minimizes the need and risk for travel, streamlines processes, reduces costs, addresses labor shortages and improves efficiency.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

End-to-end holo solutions We are fortifying our current presence in the US, the Asia-Pacific region, Europe and, of course, the Middle East. Beyond our rapid expansion into 7,000 - 10,000 hotel properties over the next five years, we plan to continuously improve the quality of our software. We are developing a Holobox that can champion the entire check-in journey, including a payment portal, digital key generator and passport scanner. We are also introducing versions of Holobox in different sizes.

SPECIAL REPORT

START-UPS

In collaboration with

WAYS TO MAKE YOUR START-UP STAND OUT TO INVESTORS

Securing investment for a concept can be particularly challenging in a competitive environment. Naim Maadad, chief executive and founder of Gates Hospitality, offers his advice on how to catch the eye of investors and clinch that all-important funding.

The region’s F&B sector is full of opportunities, but with investors spoilt for choice when deciding where to channel their money, securing funds to kickstart a venture is an incredibly competitive task. The key to attracting the attention of the investment community is to ensure that your project stands out from the crowd. This can be done in several ways, but as a priority, it’s important to:

1-Utilize social media to showcase your progress One of the first things I do when I hear about a brand for the first time is to look at its digital presence. I’ve often found that what a brand posts across its social media channels, from the tone of voice used to its visual identity, reveals far more than you’d get from a 50-slide presentation. Use platforms like Instagram, LinkedIn and X (formerly Twitter) to showcase what you’re working on, your achievements and your successful deliveries. Post high-quality images of your food creations, share customer testimonials and provide regular updates on your project’s progress. A strong online presence can pique investor interest and conveys credibility.

2-Network, but network right We all know that networking is important, but how often do we think carefully about the ROI that a particular event or meeting is going to produce? Industry-specific events and conferences provide ideal opportunities for meeting investors, making connections and gaining valuable insights. Being well prepared is critical, too. We’ve all heard

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

about the elevator pitch - make sure you have yours ready, since you never know who you’re going to bump into. Becoming a member of industryrelated associations and clubs can help you access a network of like-minded individuals and potential investors. As a board member of The Middle East Food Forum and the UAE Restaurants Group, I’ve seen firsthand how these platforms provide opportunities for collaboration and knowledge sharing. Surround yourself with a supportive network of individuals who can open doors, provide advice and help you weather the challenges of entrepreneurship. Mentorships are especially useful, offering a way to gain invaluable guidance from successful industry experts. Public forums and discussion panels should be another focal point, since they provide a platform to showcase your expertise and build your reputation as a thought leader in the F&B industry. Ask insightful questions and actively participate in discussions to make yourself stand out.

Industry-specific events and conferences provide ideal opportunities for meeting investors, making connections and gaining valuable insights.

3-Stay informed To navigate discussions effectively, keep up to date on industry trends, market dynamics and relevant regulations. Investors will want to feel confident that you are well-versed in the nuances of your chosen sector before making a positive decision, so read industry publications, attend seminars and engage in ongoing learning to keep your knowledge current.

4-Demonstrate your commitment Before handing over their hard-earned cash, investors need to see that you have ‘skin in the game’ too. This isn’t necessarily financial; it could be the time that you invest or the passion that you display to make the joint venture work. Be willing to invest your own resources, showcase the groundwork that you’ve done to bring your idea to fruition and, crucially, make sure that your commitment doesn’t tail off once you’ve received investment and have someone else on board.

5-Develop a solid financial model Finally, always remember the number one reason why investors invest, which is to make money. You can have the best concept, but without a strategic approach and a solid financial model that’s full of revenue streams, cost structures and growth projections, investors are not going to consider it a viable proposition. Once developed, make sure you understand your model so that you confidently explain it to others. gateshospitality.com

28 th Edition

THE ANNUAL BUSINESS MEETING PLACE FOR THE HOSPITALITY & FOODSERVICE INDUSTRIES

16 - 19 APRIL 2024 3-9 PM SEASIDE ARENA | LEBANON

EMBRACE THE PACE OF HOSPITALITY

HORECASHOW.COM FOR EXCLUSIVE SPONSORSHIP, EXHIBITING AND ADVERTISING PACKAGES, CONTACT US!

BEIRUT +961 1 480 081

DUBAI +971 0585848018

participate@hospitalityservices.me

horecashow

SPECIAL REPORT

START-UPS

FROM STARTING OUT TO STAYING THE COURSE While any launch is resource heavy, hospitality start-ups also need to stay focused on the future, creating the firm foundations and growth strategies that will help entrepreneurs navigate the challenges of a competitive market and capitalize on opportunities. Jad Shamseddin, COO of Aleph Hospitality, has words of advice spanning launch, post-launch and longer-term plans.

The hospitality industry is renowned for being highly competitive, dominated by several established brands. For start-ups to gain a secure footing in it, they need to differentiate themselves, creating firm foundations, future-proof strategies and innovative value propositions. This will enable them to tap into emerging global travel trends. However, in the first instance, there are several common hurdles to overcome. These include:

• Access to capital Securing funding is a significant challenge for many new ventures. Competition for investment can be fierce and raising sufficient capital to sustain and grow a business can feel like a constant struggle. New ventures should dedicate ample time and resources to the process, creating a solid investment deck that clearly expresses what they

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

do and how they plan to innovate the industry, while leveraging their network for access to key investors.

• Public alignment Alongside navigating obligatory regulation and compliance requirements, understanding tourism, travel and other government-related policies is instrumental to success, whether that’s building codes for green construction or food safety for food tech. Scrutinizing government initiatives and national economic roadmaps, and aligning start-up plans with them is a wise course of action.

• Communication counts Start-ups often begin by focusing heavily on product development and sales, and leave it later than they should to implement their marketing and communication plans. An early focus in

this area is essential, however, establishing precise positioning and messaging to clearly convey the business’s purpose, product and vision, articulating exactly what it does and offers, and how it differs from the competition.

• Scalability As a start-up grows, it can be difficult to scale operations efficiently while maintaining quality. Many new ventures grow too quickly without having a solid foundation and growth strategy in place. To address the future challenges of limited resources, talent acquisition, infrastructure, quality, operational efficiency and market changes, start-ups should invest in scalable technologies and processes, seek outside funding and expertise when necessary, and continuously adapt to changing circumstances. Flexibility, resilience and a

In collaboration with

proactive approach to problem-solving are key aspects in overcoming scalability issues. On the positive side, there are several emerging global travel trends that new ventures could consider exploring:

• Sustainable tourism This industry segment is gaining momentum, driven forward by today’s environmentally conscious traveler who prefers responsible hotels and businesses. New generations of travelers are attaching increasing importance to environmental, social and governance (ESG) principles when making their plans, and, in tandem, governments are more likely to incentivize sustainable practices. As a result, this sphere offers huge potential for hospitality start-ups.

• Experiential travel

• Travel technology

Travelers’ preferences have shifted, with unique and experiential travel expanding to become a dominant industry category. Consumers are seeking authenticity, personalized experiences, unique accommodation concepts, community involvement and exclusivity. To cater to these changing demands, businesses need to have a strong focus on the guest experience from the outset. Success in this segment will depend on a venture’s ability to provide customization and build loyalty.

Rising demand for digital solutions has handed technology an essential role in the industry. Mobile apps and digital platforms are increasingly being used to streamline bookings, personalize services and handle contactless interactions. AI is rapidly becoming an integral part of operations and next-generation technology will be a prerequisite for success. New businesses need to invest in tech that not only fulfills immediate needs but has built-in options for future innovation and enhancement on a scalable level.

New businesses need to invest in tech that not only fulfills immediate needs but has built-in options for future innovation and enhancement on a scalable level.

To help them achieve success in a competitive market, hospitality start-ups need to monitor industry trends, but also be agile, innovative and respond quickly to change. Conducting market research, liaising with industry associations and seeking advice from experts in their field will help business leaders to make informed decisions and carve out a sound path for the future. alephhospitality.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

SPECIAL REPORT

START-UPS

RISK VS. REWARD: BALANCING THE START-UP SCALES The challenges entrepreneurs face when launching a business are undoubtedly diverse and daunting. However, once the risks are understood and managed, they can be transformed into opportunities for growth and innovation, as Daniel During, principal and managing director of Thomas Klein International, explains.

Start-ups have always carried a sort of big money-spinner and making-magichappen connotation, fueled in part by their role of presenting innovative products or services that simplify a person’s life or bridge a supply-and-demand gap. Their associations with creativity are certainly accurate, but start-ups also present immense risk. It’s easy to focus on success stories such as Airbnb, Uber and Instagram since, when successful, the rewards are supreme. However, given that the start-up failure rate stands at over 90 percent, some deep thinking and sound planning beforehand are essential. From financial perils and market turbulence to scalability challenges and operational pitfalls, the risks for startups are both diverse and daunting. Understanding them is the first step toward better preparation, followed by a readiness to mitigate them when they cannot be avoided. This will enable aspiring founders to navigate the entrepreneurial landscape with the informed caution and strategic resilience that is required.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Focus on funding

Monitor your market

The first step in setting up any business is securing the capital needed to execute it, which is likely to take the form of external funding. Small start-ups are sometimes financed by the idea generator and developer, at times through savings. But projects requiring large amounts of capital will usually need external investors. Significantly, the second-most-common reason for start-ups failing is a lack of funds, which can be down to poor estimations of costs and incorrect planning of the funding.

Market dynamics can indeed be highly unpredictable, posing a significant challenge to even the most meticulously planned business ventures and threatening both their viability and success.

Several funding rounds are needed throughout the lifespan of a start-up, spanning the pre-seed funding for inception through multiple series for marketing and expansion. The bigger your vision of the company reach, the larger the sum of money it will require to keep it running with demand, development and company growth. The wise entrepreneur will first focus on financial planning and management in order to secure funds, cashflow and mitigate risks. Creating a detailed budget, securing adequate funding and monitoring cashflow are essential steps for ensuring financial stability.

Customers’ preferences, desires and needs are forever fluctuating, following the whims of the latest early adopter. A multitude of influential factors are at play here, from evolving trends and changing demographics to shifts in societal values. Entrepreneurs need to remain vigilant and adaptable, continuously monitoring these changes in lifestyle and demand across all industries, to ensure their products or services remain relevant and appeal to their target audience.

Scale steadily Prioritizing rapid expansion over steady and sustainable growth is where a lot of start-ups fall down. Entrepreneurs can easily be tempted to over-expand, spurred on by the adrenaline rush that comes from discovering they have a successful business model. These rapid expansions are often accompanied by compromises in areas such as the quality of the product or service that is being offered and can ultimately lead to the downfall of a company.

In collaboration with

Slow and steady is the prudent way to go, focused on what makes a business successful and avoiding decisions that will hinder this preferable path. Creating a sustainable business model that retains its marketplace and grows its consumer base takes time and patience, building on a strong foundation that can bear the risks associated with expansion. Rapid growth, while desirable, can strain resources and systems. Scaling too quickly without adequate infrastructure can lead to operational inefficiencies. Conversely, however, scaling too slowly can result in missed opportunities, highlighting the need for balance. Thorough planning and resource management are essential to address scalability challenges effectively.

Entrepreneurs can easily be tempted to over-expand, spurred on by the adrenaline rush that comes from discovering they have a successful business model.

Prioritize software and systems We are in the midst of the fourth industrial revolution, which is characterized by connectivity, advanced analytics, automation and advanced manufacturing technology, among other hallmarks. Global business has changed forever. Companies are systematically relying on software and systems to operate their business. Operational risks include the possibility that systems are outdated, inadequate, not properly set up or less efficient than those of competitors, which could weigh on performance. They can also be rooted in the fundamentals of a business’s structure, with employee deficiencies caused by inadequate staffing or staff shortages known to be one cause of notable financial repercussions.

Stay ahead of the curve One-fifth of all start-ups close because they are outdone by the competition. In today’s rapidly evolving business landscape, staying ahead of the competition requires ongoing innovation. This means not only coming up with innovative products or services but also improving existing ones

by investing in R&D activities to explore new technologies, improve product quality and stay competitive. Understanding market trends and customer behavior is also crucial. Successful start-ups continuously monitor the market to identify emerging opportunities and threats, and, in turn, adapt their strategies and offerings accordingly. Broadly speaking, the path of a start-up is paved with both risks and rewards. While the risks are multifaceted, when understood and managed effectively, they can be transformed into opportunities for growth and innovation, becoming the drivers of a company’s self-improvement. Successful entrepreneurs recognize that risk is an inherent component of the startup landscape. They acknowledge that while setbacks and failures are possible, these also offer valuable lessons and the potential to adapt and build resilience. The process of mitigating risks involves meticulous planning, continuous learning and an unwavering commitment to the pursuit of a vision. thomaskleingroup.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

SPECIAL REPORT

START-UPS

TODAY’S GO-TO TECH TOOLS FOR

START-UPS

Having the right software in place ahead of a launch should be high on any business leader’s priority list. Abdul Kader Saadi, founder and managing director of Eighty6, talks us through the tech solutions that will support entrepreneurs in the initial phase of operations and beyond.

In today’s fast-paced, highly competitive digital world, utilizing the right tech tools is vital to the success of any business. Having this software in place is particularly important for start-ups since it will support them in several areas of business, from scaling their operations and collaborating with stakeholders to developing their services.

deploying applications in containers, ensuring consistency across a variety of environments and supporting start-ups in scaling their apps. Finally, for start-ups seeking agile project management, Jira and YouTrack are powerful tools that allow teams to plan, track and deliver projects effectively.

Development and coding

Cloud infrastructure is undoubtedly the backbone of any start-up. AWS, GCP and Microsoft Azure provide an extensive array of services, including computing power, storage, cloud infrastructure and artificial intelligence (AI). For startups focused on web applications, Heroku is a fantastic tool to help create easy deployment and scaling of a business’s systems. Thanks to Netlify and Vercel, hosting static websites and web applications has never been easier, with both options offering continuous deployment, serverless architectures and content delivery networks.

GitHub is the cornerstone of modern software development. Thanks to version control and code collaboration features, teams can easily track changes, manage code repositories and collaborate seamlessly. When it comes to editing and developing code, Visual Studi Code and JetBrains are two of the best offerings on the market. Both options provide incredible versatility and an extensive library of extensions, making them ideal for various programming languages. Another great tool is Docker, which simplifies the process of packaging and

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Cloud computing and hosting

Database management Having the right database is crucial for data-intensive start-ups. MongoDB and PostgreSQL are robust choices for handling unstructured or semi-structured data. When it comes to in-memory data stores and accelerating data retrieval, Redis is ideal for caching frequently accessed data or managing real-time data. Another great option is Firebase, an all-in-one platform for mobile and web application development that offers realtime databases, authentication, analytics, cloud functions and a simplified backend development feature.

Testing and quality assurance Automated testing is a must to ensure software quality, and fortunately, Selenium and Cypress support various programming languages and browsers. For Java-based start-ups, JUnit and TestNG provide a framework for writing and executing tests, ensuring code

In collaboration with

reliability and maintainability. APR testing can be complex, but Postman simplifies the process by allowing teams to create, automate and document tests, streamlining the development process.

Continuous integration/continuous deployment Jenkins and CircleCI provide robust CI/CD pipelines, enabling automated testing, building and deployment for software, helping to ensure an error-free release. For open-source start-ups, Travis CI offers free continuous integration services for projects hosted on platforms like GitHub, ensuring code quality and collaboration. GitLab CI/CD is another fantastic platform that provides built-in version control, helping to streamline the development process and simplify DevOps tasks.

Monitoring and logging New Relic and Datadog offer comprehensive application performance monitoring, allowing start-ups to quickly identify and resolve issues. ELK Stack (Elasticsearch, Logstash, Kibana) provides a powerful, open-source solution for collecting, analyzing and visualizing log data. Sentry and Rollbar help start-ups identify and fix bugs quickly, providing real-time error monitoring, error grouping and detailed insights.

Collaboration and communication Effective communication is recognized as a crucial tool within any business. Slack offers chat, file-sharing and integrations with other tools, enhancing team communication and ensuring seamless collaboration. For teams looking to stay

in touch, then Zoom and Microsoft Teams provide reliable platforms for virtual meetings, conferences and collaboration. If organizing remote teams presents challenges, Trello and Asana can help monitor projects, assign tasks and track progress. Both solutions also offer customizable workflows and intuitive interfaces.

Product analytics and user engagement Mixpanel and Amplitude provide powerful product analytics, such as user engagement and usage insights. However, for start-ups looking for an all-in-one platform, then Firebase offers robust product analytics and insights for mobile and web app development. Two other fantastic tools are Intercom and Zendesk, which offer customer communication platforms that streamline support and foster customer relationships.

A new business may need tools to ensure compliance with regulations like GDPR, HIPAA or other sector-specific requirements, depending on the industry and location.

Security and compliance We all know how critical it is to keep passwords secure. LastPass and 1Password are two password management solutions that offer robust security features to secure data. However, start-ups should also leverage security-focused frameworks and libraries to help keep them protected against common security vulnerabilities. A new business may need tools to ensure compliance with regulations like GDPR, HIPAA or other sectorspecific requirements, depending on the industry and location.

Documentation and knowledgesharing When it comes to document and knowledge sharing, Confluence and Notion provide engaging and easyto-use platforms, while Swagger and Postman allow start-ups to create interactive and easily maintainable application programming interface (API) documentation alongside API testing capabilities. Launching a start-up undoubtedly presents challenges. However, by utilizing the right tech tools, entrepreneurs have the opportunity to build firm foundations for their operations and gain a much-needed edge in a competitive environment that will put them on the road to increasing their market share. eighty6.shop

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

SOLUTIONS

MANAGEMENT

In collaboration with

5 TIPS FOR CREATING A SUCCESSFUL START-UP Ashleigh Donald, co-founder of Halo Business Consulting, shares her thoughts on how entrepreneurs can build a business that will stay the pace and generate interest for all the right reasons. Do the groundwork Launching a hospitality start-up demands a profound understanding of the industry, emphasizing not just stellar service but a holistic guest experience encompassing multiple touchpoints. It’s vital to be wellacquainted with global trends, technologies and customer preferences. The critical first step involves crafting a business plan that highlights your Unique Selling Proposition, rooted in meticulous market research and realistic financial projections. Following this, securing adequate funding from sources aligned with your vision is essential. Equally crucial is assembling a rigorously trained team united in their commitment to all aspects of your business.

Master marketing, comms and customer experience In a digitally dominated landscape, having a formidable online presence rooted in a user-friendly website before launching is essential. Delivering seamless customer experiences should be the goal. Your website should resonate with accessibility and efficacy, carefully calibrated for search engine optimization. Engaging content remains paramount. Utilize the social media platforms frequented by your target audience to foster a vibrant online community. Garnering reviews on prominent platforms like Google, Tripadvisor and Yelp also plays a pivotal role in building reputed names globally. Properties such as the Oberoi Hotels & Resorts diligently respond to reviews, carving a niche in customer satisfaction through constructive engagement with feedback.

In addition, nurturing guest data has emerged as a cornerstone in personalizing experiences and fostering loyalty. Chipotle Mexican Grill has mastered this approach, employing a vast pool of first-party data to personalize the entire dining journey, encouraging direct interactions with customers, while also maintaining a significant presence on third-party platforms to reach a wider audience.

smooth alliance between different software solutions. Furthermore, they can easily accommodate global payment platforms like Stripe or Revolut. Finally, implementing sophisticated customer relationship management (CRM) systems like Revinate has become significantly easier, enabling start-ups to create highly personalized guest journeys with complex marketing strategies more easily.

Launch with a bang

Start-ups should consider launch events that showcase an environmentally friendly approach and take the form of genuine collaborations with the local community.

Invest in technology In a digitally advanced landscape, open Application Programming Interfaces (APIs), especially in Property Management Systems (PMS) such as Apaleo, are pivotal in fostering flexibility and innovation in hospitality startups. Previous limitations around Electronic Point of Sale (EPOS) systems or PMS choices are now a thing of the past. Today, start-ups can utilize open APIs to integrate various technological solutions seamlessly. This freedom enables a start-up to select an EPOS that meets its precise requirements without fretting over compatibility with the existing PMS. The open APIs ensure a

A memorable launch not only builds excitement for a new brand, but plants your start-up on the industry map. Recently, there has been a growing trend toward a community-focused approach that builds authentic connections with the locality. These events provide an opportunity to emphasize the unique features of the property and its commitment to celebrating local culture and sustainable practices, while promoting a sense of authenticity. Given this trend, start-ups should consider launch events that showcase an environmentally friendly approach and take the form of genuine collaborations with the local community.

Evaluate customer values and adapt to feedback Post-launch, it is crucial to actively monitor performance and consider tweaks based on customer feedback, online reviews and KPI performance to identify areas for improvement. It’s also important to embody sustainability and social responsibility from the outset, understanding your customers’ values and positioning your business culture on the global hospitality scene. Targeting recognitions such as the Michelin Guide’s Green Stars can reinforce your commitment to your values, while enhancing your brand’s credibility and attractiveness. Remember that hospitality today extends beyond mere service provision to crafting experiences rooted in responsibility and care, striking a chord with an increasingly sustainability-focused, value-driven customer base. gohalo.co.uk

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

MARKETING

In collaboration with

VOICE-COMMERCE: SOMETHING TO SHOUT ABOUT Monica E. Chikhani, managing director and founder of MEC Workshop, explores how hospitality businesses can leverage the potential of Alexa and other voice assistants to strengthen customer engagement. Like many other economic spheres, the hospitality industry is in the midst of a major transformation driven by the capabilities of artificial intelligence (AI). The emergence of AI and voice assistants such as Amazon’s Alexa, Siri and Google, has produced several innovative platforms for businesses to use to engage customers and amplify brand loyalty. With consumer trust shifting from traditional brands to AI assistants, the spotlight is now on AI platforms and their potential as powerful marketing tools and sales channels. There are several actionable strategies that hotels and restaurants can adopt to tap into this new era of e-commerce, referred to as voicecommerce (v-commerce), and enhance their marketing efforts, led by the following.

• Speaking the conversational language of voice search The emergence of AI assistants, or v-commerce, has revolutionized the way people seek information. Rather than typing queries, people are interacting with their devices using a natural conversational tone. Hotels and restaurants need to align their online content to match these voicedriven queries. Instead of focusing solely on optimizing for specific phrases like ‘best hotels in Lebanon,’ it’s essential to create content that resonates with voice commands such as ‘Alexa, what are the toprated hotels in Lebanon?’. This approach significantly increases the chances of being featured in voice search results.

• Tailoring recommendations for a personal touch AI platforms are poised to redefine how brands position themselves and deliver personalized recommendations. This shift impacts the entire ecosystem involved in attracting customers to hotels and restaurants, including ad and media agencies, and creative firms. These companies must adapt their strategies to effectively market through AI platforms. AI platforms bring high potential for efficient sorting and matching of offerings within the marketplace, heightening the need for brands to refine their positioning to align with algorithms. The predictive capabilities of AI platforms can determine the optimal combination of features, pricing and performance that has the greatest appeal to individuals at any given time. This brings with it the potential for AI platforms to fulfill customers’ needs even more effectively than they themselves could anticipate. Integrating Alexa or Google into hotel rooms offers guests a seamless avenue to accessing information and services via voice commands. By leveraging this technology, hotels and restaurants have the power to provide personalized recommendations and capture real-time data to enhance their proposition.

• Harnessing voice-activated promotions for precision outreach AI platforms are able to propel a significant shift in targeting precision and marketing efficiency. Leveraging consumer data, hotels and restaurants can fine-tune their marketing efforts, resulting in improved customer acquisition. While conventional

advertising often falls short due to cognitive limitations and forgetfulness, AI platforms possess the ability to retain and analyze extensive datasets. Crafting voice-exclusive, personalized customer-centric deals also allows hotels and restaurants to attract users seeking unique and memorable experiences.

The predictive capabilities of AI platforms can determine the optimal combination of features, pricing and performance that has the greatest appeal to individuals at any given time.

• Real-time customer satisfaction driving loyalty and profitability AI platforms possess the potential to predict consumer preferences and trade-offs, while making adaptations. Hotels and restaurants can leverage these capabilities to tailor their offerings and ensure their appeal is optimized at any given moment. While marketers often assume that repeat purchases signify customer satisfaction and brand loyalty, many customers continue purchasing products simply because they find evaluating alternatives bothersome. AI assistants, on the other hand, will continuously reassess brands, recommending new options. This routine reevaluation of purchases will intensify competition. The emergence of Alexa and voice assistants signals an exciting era for hotels and restaurants in which they can engage customers in innovative ways. In this rapidly evolving landscape, those who adeptly leverage the potential of Alexa and AI platforms will undoubtedly secure a competitive edge, establishing themselves as frontrunners in the age of seamless connection. mecworkshop.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

SOLUTIONS

HUMAN RESOURCES

THE DEFINITIVE GUIDE

TO RECRUITING

IN GOOD TIMES AND BAD In today’s dynamic business landscape, having effective recruitment strategies in place that enable organizations to acquire top talent is crucial for success. Mandy Gornal Jones, owner and founder of Crawford & Carruthers Inc, offers a hands-on guide to hiring that delivers results across economic booms, recessions and everything in between.

Talent pipelining: a proactive approach This is always my go-to for recruitment success. Treating candidates as valued assets In the fast-paced world of talent acquisition, where the demand for top talent often outpaces supply, it’s essential to shift our perspective from viewing candidates as mere commodities to recognizing them as valuable assets. Building a robust talent pipeline is not just about having a reserve of potential hires; it’s about fostering positive relationships with individuals who could be the future lifeblood of your organization. Here’s why treating candidates with respect and care is crucial in the recruitment process: • Candidates are your brand ambassadors In today’s interconnected world, candidates can quickly become your brand’s biggest promoters or detractors. A positive recruitment experience leaves a lasting impression, regardless of whether the candidate is ultimately hired. If candidates feel respected, informed and valued throughout the process, they are more likely to speak highly of your organization. Conversely, a negative experience can harm your company’s reputation. • Future talent relationships When you engage with potential candidates proactively, you are building relationships that extend beyond a single job opening. These individuals could become valuable contributors to your organization down the road, even if they aren’t the right fit for a current role. By maintaining a positive rapport, you increase the likelihood of attracting them when a better-suited opportunity arises. This can be particularly advantageous when you need to quickly identify suitable candidates. • Reduced time-to-fill positions Talent pipelining significantly reduces this time by providing you with a readily available pool of qualified candidates.

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

When a position opens up, you can turn to your pipeline and swiftly initiate the hiring process. This is especially crucial in a competitive job market when top candidates may have multiple offers on the table.

Talent pipelining goes beyond filling immediate vacancies; it’s about recognizing the inherent value of every candidate and nurturing these relationships over time. • Elevating the candidate experience Recruitment isn’t just about evaluating candidates; it’s also about them evaluating your organization. By proactively building relationships and treating candidates with respect, you create a recruitment process that is transparent, informative and inclusive. This positive experience reflects well on your company and sets the tone for a mutually beneficial employer-employee relationship. It’s important to remember that talent pipelining goes beyond filling immediate vacancies; it’s about recognizing the inherent value of every candidate and nurturing these relationships. Creating a positive recruitment experience is a strategic imperative. By treating candidates as valued assets, you streamline your recruitment process and cultivate a reputation that attracts top talent and fosters long-term success for your organization.

Employee referral programs: your internal ambassadors Harness the power of your existing employees. Employee referral programs can be a game-changer in any economic climate. Encourage your staff to refer candidates, incentivizing them with rewards for successful hires. Building a strong employer brand Your employer brand is your reputation as an employer, playing a pivotal role in attracting top talent. Showcase your company’s culture, values and commitment to employee development through various channels like social media, career websites and online reviews. A strong employer brand can be a beacon that attracts individuals seeking job security and a supportive work environment. Talent development and upskilling Invest in your existing workforce by offering training and upskilling opportunities. By nurturing your current employees, you retain valuable talent and create a culture of continuous improvement. During challenging times, this can be a costeffective alternative to external recruitment. By implementing these strategies, you can ensure that your hospitality business not only survives but thrives in good times and bad. Remember, recruiting is not a one-sizefits-all endeavor, and flexibility, adaptability and data-driven decisions will be your greatest allies. crawford-carruthers.com

GREEN

AN APPETITE FOR CHANGE A collective effort is under way in the UAE to promote healthier and more sustainable food practices. Soniya Ashar, founder and CEO of NutriCal, tracks the transformation taking place across the country’s food ecosystem and considers what else needs to be done.

As urbanization advances and lifestyles evolve, unhealthy dietary choices and carbon-intensive ingredients are presenting the UAE with critical challenges in two key areas: public health and environmental sustainability. In a nutshell, obesity is on the rise and carbon emissions are soaring.

A recipe for disaster The average person makes more than 200 decisions about food every day. These choices are shaped by financial constraints, geographical limitations, social influences and emotional connections. Against this backdrop, non-communicable diseases are inflicting a staggering cost on the UAE, amounting to USD 10.9 billion annually in 2019, equivalent to 2.7 percent of the nation’s GDP. Projections indicate that this cost will more than double to USD 47.5 billion by 2040, largely due to the tightening grip of obesity on the nation’s health. Beyond health concerns, food waste is exacerbating environmental degradation. To illustrate, the volume of discarded food collected by Dubai Municipality so far in 2023 already stands at a staggering 4,000 tonnes.

A collective commitment to change However, change is on the horizon. Governments, NGOs, schools, and startups are coming together to transform the food ecosystem. Their collective efforts are driven by a shared vision - to support consumers in adopting healthier eating habits and encourage sustainable food practices.

Steer from the top On a governmental level, Abu Dhabi and Dubai are both taking proactive steps to promote healthier eating habits. The SEHHI (Safe Eating, Healthy Habits and Informative Choices) program, led by the Abu Dhabi Public Health Center (ADPHC), empowers the community with knowledge for making informed dietary choices, while the Dubai Municipality’s Sorat initiative provides consumers with digital nutritional information and star ratings for food establishments.

Data and transparency are the cornerstones of this transformation. At the food data and intelligence platform NutriCal, we equip UAE businesses across the food industry spectrum with essential insights into nutrition, dietary compatibility, the carbon footprints of their food offerings and more, providing them with the data they need to make informed decisions. These organizations range from government initiatives and supermarkets to restaurants, meal-plan and tech companies, and hospitals.

Next steps

Beyond health concerns, food waste is exacerbating environmental degradation, with the volume of discarded food collected by Dubai Municipality in 2023 already reaching 4,000 tonnes. Private sector push Major F&B companies are implementing measures reflecting their commitment to sustainability, such as BOCA, which publishes carbon footprint reports and works toward reduction in carbon emissions. The Hilton group’s Green Breakfast initiative, aimed at revolutionizing food waste management, is another example of the call for collective action. Innovative startups are playing a key, trailblazing role. Companies like Calo, Sprout, WellX and Winnow, among others, are at the forefront, introducing initiatives that range from personalized meal plans and healthy habit rewards to tackling the problem of food waste.

Bringing about a healthier and greener future in the UAE’s hospitality industry, requires establishments to take action in several areas: • Prominently display nutritional information and carbon footprint details on their menus. • Support sustainable, local and seasonal ingredients, highlighting these choices on menus. • Manage food waste through strategies and local initiatives that donate unused food or turn it into organic fertilizer. • Add healthy options. Stakeholder collaboration is the cornerstone of a transformative approach. By merging resources and expertise, collaborators can create a powerful synergy to address both public health and environmental concerns, and create a consumer-centric, connected food ecosystem. nutrical.co

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

PRODUCT ZONE

EQUIPMENT

LIFTING THE LID ON TIPTOP TABLEWARE, WITH 5 F&B EXPERTS

Tableware can elevate any dining experience, complementing both the food being served and overall ambience, but it has to check several boxes for F&B professionals before finding its way into service. Five industry experts gathered around the table with HN to share their crockery criteria and talk new trends. Quality and character

NICOLAS BUDZYNSKI

When it comes to selecting tableware for LPM Restaurant & Bar, our primary aim is to make sure it aligns with our brand’s core values, which are focused on unpretentious elegance and a shared dining experience. Our goal is to evoke a timeless, heritage-inspired ambiance, while remaining relevant to present day guests. We look for tableware that exudes quality and character, and has a sense of storied history, while remaining vibrant and alive in the context of our dining experience. This approach steers us toward clean lines, neutral hues and designs that beautifully bridge the past and present, enhancing the unique charm of LPM.

CEO, LPM Restaurant & Bar lpmrestaurants.com

Prioritizing stress-testing

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Functionality and durability are of the utmost importance to us at LPM, especially given the high volume of guests we serve. We collaborate closely with our suppliers to rigorously stresstest the chosen tableware, ensuring it can withstand the demands of our

bustling restaurant environment. We also involve our teams in the testing process to ensure that they find the tableware comfortable and practical to work with. Our aim is to not only have visually appealing tableware but also equipment that seamlessly supports our daily operations, enhancing the overall dining experience for our guests.

Multi-functional is a must The latest trends in tableware design have an emphasis on sustainability and innovation. We've noticed a growing interest in eco-friendly materials like bamboo and recycled glass. Minimalistic, multifunctional pieces are in vogue, allowing for creative presentation without overwhelming the dining experience. At LPM, we’re exploring these trends while staying true to our brand’s core values of simplicity and authenticity.

Ensuring brand alignment We start the process from concept design phase, working with our restaurant and bars’ brand designers to select tableware that is most compatible with our brand and complements the identity, values and style we want to communicate to our customers. It’s important for us that our customers experience our brand at every step within their dining experience. Tableware is a form of physical contact with the brand and needs to be carefully thought through.

Doing the homework

JOSEPH CHALFOUN Area restaurants & bars director, MEA, SEAP, India and Greece, Radisson Hotel Group radissonhotels.com radissonhotels

Understanding our guests’ preferences and expectations is at the heart of what we do when launching a new concept. While tableware is not the primary reason people visit a restaurant concept, it plays a major role in translating our culinary creations and communicating them to our customers. We try to gather feedback that goes beyond flavors and portion

A unifying factor

VIRGINIE SOUALHAT Managing director, CPM | hospitality project services conseil-pm.com cpm_hospitality_projects

Tableware plays a vital role in enhancing an overall dining experience. Selecting tableware in line with a brand and image begins with a thorough understanding of the establishment's identity and target audience. We conduct a comprehensive brand analysis, consider the interiors, the establishment’s ambiance and market positioning, geographical location, cultural nuances, its environmental ethos and the culinary repertoire when making a decision, within, of course, the confines of the budget. These factors should seamlessly converge to craft a unified and memorable dining experience.

Ergonomics and the bottom line Visual appeal, functionality and durability are all factors at the core of our selection process. We subject the tableware to rigorous functionality tests, assessing factors such as ergonomics, ease of handling and suitability for menu items. Our focus on durability extends to evaluating materials for their resistance to wear, chipping and the demands of a busy environment. We also prioritize user-friendliness and hygiene by taking

sizes to include presentation, and tableware plays a major part here. Prior to selecting any tableware, we take our time connecting with our large network of qualified suppliers and going through their extensive portfolios to ensure that we choose the options that best match the identity of our concept and customer base.

Sustainability shift Recently, tableware design and materials have witnessed several transformative trends, led by a noticeable shift toward sustainability and the use of eco-friendly materials. Complementing this is the artisanal approach, including handcrafted, highly sought after, locally sourced items. In terms of aesthetics, minimalist designs are leading the way, while we are also seeing a surge in multi-functional tableware items and innovative materials like bamboo, stone and metal.

into account considerations like weight and dishwasher compatibility. To optimize storage efficiency, we embrace stackable options, streamlining kitchen operations and service. Better storage usually means less breakage. Our commitment to durability extends beyond the initial investment; we understand the importance of ensuring that the cost of replenishing equipment aligns with the projected revenue of the establishment.

Smart ideas The latest trends indicate a shift toward sustainability and eco-friendliness, with biodegradable materials, recycled glass and organic shapes gaining popularity. Additionally, minimalistic and artisanal designs are trending, with an emphasis on unique, handcrafted pieces. Technological advancements have also led to innovative materials like titanium-reinforced ceramics, providing both style and durability. Integration of smart technology, such as heated plates or interactive serving pieces, represents another emerging trend.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

PRODUCT ZONE

EQUIPMENT Finding the right fit

DIANA RYSBAEVA Owner, Shi, Jixiang Dim Sum and Moli shirestaurant.com, jixiangdimsum.com, jixiangdimsum.com diana_shi_dxb, shi.dxb, jixiang_dimsum, molidubai

Chinese food has a lot of traditional practices related to how particular dishes and recipes are served, meaning that as a high-end Chinese restaurant, we have much to consider. While we have specific brand colors, the process of creating and designing new tableware requires us to seamlessly align with the crockery in terms of proportion and arrangement. With this in mind, we regularly test out new tableware and actively look for new suppliers and designers to find the fit that is best, both in terms of being visually appealing and helping our chef and kitchen team serve dishes with as much authenticity as possible.

Relaying authenticity We make sure our tableware at Shi is both visually appealing and functional and durable for daily use. This means opting for high-quality materials that can endure extensive usage, including repeated

washing and storage. Maintaining traditional Chinese authenticity, which our customers regularly tell us they feel when dining at Shi, through our interiors, tableware and food, is also a priority.

Collaborations on trend We are always on the lookout for new crockery suppliers and that includes engaging with custom-made crockery design studios to craft plates that match our specific style and preferences. Collaborations with renowned designers and the use of heat-resistant, non-toxic, environmentally friendly materials that offer excellent electrical insulation and high-wear resistance are among the upcoming trends I can visualize. Also, more homegrown brands teaming up with larger hospitality groups to create crockery lines exclusively for that venue – a trend that has already taken off in many of the world’s foodie-fashion capitals.

FROM THE ARTISANAL PERSPECTIVE Color coding

ZEINA SALMAN TAKIEDDINE General manager, Bkerzay bkerzay.com bkerzay

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Our menu consists mostly of Lebanese cuisine, so the serving dishes have to accommodate all mezze items in different sizes and forms. Having a pottery manufacturing studio on the premises works to the chef’s advantage, since every time he comes up with a new dish, he has the opportunity to create a suitable plate for presentation purposes. Since Lebanese cuisine tends to be very colorful, we usually serve the food on tableware of a single plain color free of motifs. The color schemes vary according to the color of the food – a darker base for light-colored food and vice versa. For our buffet, however, we like to use large serving dishes that are far more intricate

in their designs, complete with mixed glazing and various motifs, all inspired by the beautiful nature we have around us.

Material matters We try our best to choose heavy duty and durable materials, avoiding thin edges since breakages are inevitably high in F&B outlets.

Preference for porcelain I think these come down to the cuisine and image of the restaurant. There are a lot of new unbreakable materials on the market nowadays, but personally, I always prefer the feel of a porcelain dish to others.

TABLEWARE TALKING POINTS

From timeless terracotta to perfect porcelain, here's what's on trend on today's tables.

LIBBEY AUSTIN

STONECAST® CANVAS

TERRA ROSA

This smooth ceramic dinnerware showcases soft, earthen tones and a speckled finish, complete with minimalist design. Available in a set of four, the 10-inch porcelain coupe plates can be dressed up or down for weeknight meals or special dinners thanks to their contemporary, clean look. LIBBEY libbey.com

The calming, natural tones of Stonecast Canvas tableware offers a soft and minimal option for professional plating. Handdecorated in the UK, the subtle spin-wash effect is achieved through hand-painted glaze, creating a light application of color and providing a versatile base for a chef’s creativity. CHURCHILL churchill1795.com

Terra Rosa is a joyful and luminous collection that takes you on a journey across Morocco, from Marrakech to the Atlas Mountains. Created in vibrant shades of pinks and oranges, the pieces recall the pastel tones of the bricks that are a hallmark of the Pink City and the terracotta floor tiles of its riads. BERNARDAUD bernardaud.com

THE BIRTHDAY CAKE

RAK EARTH

Birthday Cake Paradiso is a four-piece decorative set consisting of one plate, one bowl, one mug and one candlestick holder, released specially for Villeroy-Boch’s 275th anniversary. Showcasing the vibrant Paradiso pattern, this limited-edition collector’s item makes a lovely breakfast set for one and is also stackable. VILLEROY-BOCH villeroy-boch.com

The creators of RAK earth invite us to join them on an odyssey of discovery as they introduce us to a delightful collection of tableware that draws on antique traditions and the seven seas for inspiration. Choose from four designs: Tero, Argila, Baantna and Ghera. RAK PORCELAIN rakporcelain.com

SKETCHBOOK

BLANC DE BLANC

Instantly elevating mealtimes, Sketchbook dinnerware has a colorful, nature-inspired 12-piece collection for every occasion and a design to suit all tastes. Forming part of the Oneida 365 Entertain collection, these delightful sets feature a range of mix-andmatch stripes and hand-drawn blooms, bringing a touch of imagination and artistry to the table. ONEIDA oneida.com

With versatility at its core, the Blanc de Blanc ranges of tableware allow creatives in the kitchen to fully express themselves, with the spotlight firmly on the presentation of each plate, bowl, dish or broader table-setting. Designed with the professional in mind, Blanc de Blanc tableware is durable, reliable and resistant to mechanical and thermal shocks. TUNISIE PORCELAINE tunisie-porcelaine.com

CREATIONS MELAMINE SOLANO Lightweight, yet highly durable, this remarkable melamine dinnerware is suitable for any setting, including fast casual dining. Solano is available in two ornate and striking patterns - rubine and azure – which both showcase eye-catching imagery and intricate flourishes. STEELITE steelite.com

D.W. HABER ICE CELL This innovative chilling system has been designed to keep buffet items at the correct temperature for at least three hours. The D.W. Haber ice cell has been specifically designed to fit the standard and low-profile Fusion Gastronorm risers. Choose from three finishes: ash grey, grey wash or natural teakwood. STEELITE steelite.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

PRODUCT ZONE

FOOD

FESTIVE FARE

The holiday season offers plenty of timely opportunities to take creativity in the kitchen to the next level, whether you’re cooking for large-scale gatherings or intimate dinners. We asked seven industry experts to share their tips on creating festive menus worthy of an extra-special celebratory occasion and here’s what they said.

MEAT AND OTHER TREATS

KAMIL BOULOOT Head of culinary and operations Middle East Seagrass Boutique Hospitality Group kamilbouloot.com kamilbouloot

DANIELE CHIARI Culinary manager Royal Protocol of Saudi Arabia danielechiari.com danielechiari_style

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

From traditional turkey to out-there oyster wellingtons, these inspirational center-pieces will set the seasonal scene and delight your diners.

A time to experiment

Opting for reinvention

Turkey is the traditional go-to main course at this time of year, served in either a western or oriental style. However, the holidays offer an ideal time to experiment, perhaps with different types of glazing, stuffing and accompaniments or sauces. For example, you can replace the rice served with oriental turkey with frikeh. Other birds make great alternatives, such as roast goose, served with apple sauce, or spiced duck, served with plum sauce, especially for more intimate dinners, since they’re smaller. Special joints of meat, from foreribs to sirloin or fillet, are also ideal for festive occasions. A classic slow roast leg of lamb or the more contemporary crown roast of lamb are ideal options. Given that we’re catering to increasingly diverse tastes nowadays, fish or seafood dishes, such as salt-baked whole fish or grilled giant calamari, can make equally impressive centerpieces on a festive table.

As chefs, we’re focused on creating new trends and changing people’s behaviors by encouraging them to try new offerings during the festive season. However, it’s also important that we consider the varied tastes and diverse preferences out there. I suggest reinventing existing recipes, using different ingredients, flavor combinations and cooking techniques, and presenting them in a way that’s suitable for the occasion. Taking the traditional beef wellington and transforming it into an oyster wellington for guests who prefer seafood dishes is one idea. Another key aspect to consider is food waste. We all have a tendency to over-buy at this time of year, throwing away trimmings and leftovers, and preparing too-large portions. It’s worth remembering this and taking steps to avoid it.

Expansive menus

A balancing act

Every individual country - and sometimes even regions within a country - has a different food culture that’s evident in the dishes created over the holidays. Certain dishes are popular over the festive season around the world, from north to south and east to west, but may well be prepared and cooked in different ways, depending on the location. The food I’d be looking to prepare for a diverse range of guests would include: roast turkey stuffed with chestnuts and apples; salty codfish cooked in various ways; stuffed goose; corn dough tamales stuffed with chicken and wrapped in banana leaves; foie-gras with pear compote and gingerbread crumbs; oysters with condiments; and scallops with orange sauce.

A chef should always study new recipes from different cultures and countries, which is the first step toward providing their customers with a memorable experience. There’s no doubt that the majority of people are looking for tradition during the festive period. However, I’m a firm believer in progression and modernization, while still maintaining a touch of tradition, as a way of giving diners a great experience. Capon magro is one idea, a creative selection of seafood combined, which is served with different traditional dips. I also like to introduce new meat cuts as a change from the more traditional options, which I then cook in a different way and serve with gravy or honey-glazed sauces.

PRODUCT ZONE

FOOD

BRING OUT THE BREAD Now’s the time to take this essential accompaniment up a notch by adding festive spices and indulgent ingredients to everyday recipes.

Satisfying the senses Traditional breads are beloved staples that add a touch of nostalgia and warmth to holiday gatherings. One of the most iconic examples is gingerbread. Its warm, comforting spices, such as cinnamon, ginger and nutmeg, create a sensory experience that instantly transports us into the festive season. As well as flavor, traditional breads are also about tradition and culture. Many families have cherished recipes that have been passed down through the generations. Baking these breads is a way of connecting with our heritage and sharing something meaningful with loved ones. It's a way of preserving the past while creating new memories.

KARIM BOURGI Co-founder and chef pâtissier KAYU/CALLA Karimbourgi.com karim.bourgi

Sweetness meets spices ‘Pain d’épice’ is a traditional French spice bread known for its warm and aromatic flavors, featuring spices like cinnamon, ginger and nutmeg. When served alongside ‘mousse de canard,’ a creamy and luxurious duck liver pâté, the two components create a symphony of flavors. The sweetness and subtle spices of

What’s hot for the holidays

PAUL HAYWARD Chef Paul Hayward Consultant chef/owner At Ph by Design Consultancy phbydesign

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

One of my favorite breads for the holidays is Italian Panettone bread, a very rich, but super-light bread created in different flavors with candied fruits and plain chocolate. It’s complicated and time-consuming to make, but fun to try. Another that springs to mind is pumpkin spice bread, a loaf bread which I discovered when living in America, made with pumpkin, cinnamon, ginger and cloves that can be topped with frostings. Austrian stollen is also always popular over the holidays. This rich, dense bread with a layer of almond and dusted with sugar is usually made a month ahead of time and contains marinated fruits, alongside rum or brandy.

Creative combinations Unlike the past, the rule book has been torn up when it comes to pairing today, so the most important thing is to pair food that you enjoy. Whether it’s stollen with blue cheese or poached fruits, cream and jam, it should be all about personal taste and finding the combinations that work for you. People have always approached food differently

the ‘pain d'épice’ balance beautifully with the rich, savory and decadent nature of the duck liver mousse. It’s this culinary harmony that makes this pairing so special and sought-after during important gatherings and, for me, the star for the festive season!

Something for everyone First, go for a classic and simple menu. During the festive season, people often appreciate traditional and familiar flavors in classic dishes that evoke a sense of nostalgia and comfort. Top quality, fresh ingredients are another must for elevating the dining experience. They not only enhance the flavor and texture of dishes, but also demonstrate a commitment to offering the best to your guests. I also suggest salty entrees and main courses since these provide balance and contrast with the sweetness often associated with holiday desserts and cakes, like the essential ‘bûche de Noël.’ Dishes like roasted meats, savory tarts and hearty soups cater to a wide range of tastes, ensuring that there’s something for everyone. on a cultural level, from the traditional cooked breakfast in England to parts of Europe where the continental breakfast is much lighter. The message is that there’s no right or wrong – eat what you love and try different combinations, because it should be about the food.

Evoking memories The first step should be to look at who your clients are - their nationality, culture and religious beliefs. Find out what they like to eat, then look at the classics that will work from a worldwide perspective and essentially create a combination that will make everybody happy. It should be as international as possible, perhaps even fusing a variety of holiday items from different places with other flavors to present something new - a baklava crème brûlée or a pumpkin ice cream, for example. The aim is to create combinations that people will enjoy and get excited about, but also evoke happy childhood memories. That’s what food should be about.

JUST DESSERTS Discover what’s tempting and what’s trending on the festive sweet scene, from traditional favorites to mouthwatering new interpretations.

Standout seasonal sweets

ANTONIO BACHOUR Chef, owner Bachour antoniobachour.com antonio.bachour

Having grown up in a household with Puerto Rican and Lebanese influences, our festive table is always a delightful fusion of flavors and culinary traditions. Popular Puerto Rican desserts are tembleque, a coconut custard with a sweet, creamy texture, and a milk flan with a velvety caramel topping. Lebanese desserts are also a must for our festive table, especially knefe, with its unique balance of flavors and textures from the combination of semolina and cheese, and the delicious baklava, complete with layers of flaky pastry, nuts and syrup. At my shop, the everpopular ‘bûche de Noël’ and ‘Mont Blanc,’ are always in high demand.

Essential festive ingredients Seasonal ingredients play an important role in recipes for the holidays, carrying with them the flavors, colors and sentiments that define these special times. I love working with pecan nuts in winter recipes

All in the detail

TOM COLL Executive pastry chef Burj Al Arab Jumeirah jumeirah.com colltom

Festive desserts vary from one country to another, although some are popular far and wide. For example, in France, where I am from, the ‘bûche de Noël’ is an iconic and cherished dessert that holds a special place in the hearts of both young and old. The buttercream inside this rolled sponge is often flavored with complementary ingredients like chocolate, coffee or chestnut, but what makes it really special is the attention to detail in its presentation. Bakers and pastry chefs often adorn it with edible decorations, such as marzipan figurines of holiday characters, resulting in a culinary delight that is also a visual masterpiece and captures the essence of the season.

Holiday classics Seasonal ingredients provide a fresh and vibrant quality to dishes, while also producing flavors that are warming, comforting and familiar, which aligns with the spirit of the holidays. Spices play a pivotal role in holiday cooking, especially classics like cinnamon, with its warm and woody

since their earthy and slightly sweet profile complements the hearty, spiced flavors associated with this time of year. Chestnuts are definitely favorites for Christmas dishes. When used in soups, stuffings and desserts - including the ‘Mont Blanc’ - the creamy, nutty flavor brings warmth and nostalgia to holiday tables.

Holiday tips It’s especially important to use in-season ingredients when creating dishes for special occasions like the holidays. By doing so, we’re not only ensuring consistency, since we can be confident of their availability, but also tapping into the natural flavors of the season. This is particularly important when there’s a surge in demand for holidaythemed desserts. I also always advise other chefs to keep up to date on what’s new and what’s trending in the world of desserts since this inspires the team to come up with fresh ideas for menus, push boundaries and embrace innovative techniques.

notes, making it an essential ingredient in favorites like gingerbread cookies. The fourspice blend is another popular option, with the warm and aromatic spices of cloves, nutmeg and allspice imparting a complex depth of flavor into many classic holiday recipes. I also like to incorporate citrus into my holiday dishes since these bright, zesty notes provide a refreshing contrast to the rich and hearty flavors of winter.

Innovate with the best I cannot overstate the importance of using the best ingredients in festive dishes. I make it a point to source mine from local, organic farms, like MyFarm Dubai to ensure quality produce that’s fresh. The festive season provides an opportunity to celebrate not only tradition, but also innovation in the kitchen. As a chef I’ve been excited about introducing some of my Middle Eastern guests to the humble but delicious chestnut, which is often associated with the holidays. It has a distinct, nutty-sweet flavor and a creamy texture that sets it apart from other nuts. It’s incredibly versatile and ideal puréed in sweet desserts.

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

PRODUCT ZONE

FOOD

PASS THE CHEESE PLEASE! Raise the bar with infusions and scented varieties when choosing which cheese to add to a platter or pair with the port. particularly popular choice, thanks to its creamy texture and versatility, bringing a delightful touch to a range of holiday dishes, including salads and spreads, while also working well as a standalone appetizer. Renowned hard cheeses are other popular additions to a festive table. Comté reigns supreme, with its nutty and complex flavors, followed by varieties known for their exceptional aging qualities, such as large wheel cheeses.

DOMINIQUE BOUCHAIT Artisan cheesemaker at Les Fromagers du Mont-Royal fromage-napoleon.com

Flavored and scented cheeses are talking points this festive season.

Festive indulgence

Perfect pairings

There are several types of cheese that take center stage over the festive season, whether on platters or in culinary preparations. Fresh goat’s cheese is a

During the holiday festivities, a glass of dry champagne, with its effervescent sparkle and refreshing, crisp and slightly yeasty notes, is a natural choice to

PLENTY TO SMILE ABOUT AT WORLD CHEESE AWARDS 2023 Cheese experts and afficionados descended upon Trondheim in Norway in October for the 2023 edition of the prestigious World Cheese Awards. More than 40 countries were represented at this year’s event, with a panel of international judges handed the daunting task of selecting a Supergold list of best cheeses from over 4,000 entries. The cheeses which made the top 10 list, in numerical order, are: • Nidelven Blå, from Gangstad Gårdsysteri (Norway) • Baliehof Houtlandse Asche Kaas, from Baliehof Kaas En Zuivelboerderij Jabbeke (Belgium)

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

• Eberle Würzig Seit 5 Generationen, from Dorfkäserei Muolen (Switzerland) • Eleftheria Brunost, from Vivanda Gourmet (India) • Müller-Thurgau Rezent, from Käserei Müller-Thurgau (Switzerland) • Kärntnermilch Mölltaler Almkäse Selektion 50% FiT, from Kärntnermilch (Austria) • Michel, from Rohmilchkäserei Backensholz (Germany) • Holland Delta (1 year old), from Van der Heiden Kaas (Netherlands) • Old Amsterdam Goat, from Westland Kaasexport (Netherlands) • Parmigiano Reggiano (30-39 months), from Nazionale Parmigiano Reggiano Rastelli Fratelli (Italy).

accompany a cheese platter. Fortified wines, such as port and sherry, are also stars of the season, complementing hard-crusted cheeses and the bold character of blue varieties.

Irresistible infusions Flavored and scented cheeses are talking points this festive season. Producers and affineurs have been experimenting with unique and enticing combinations, resulting in cheeses infused with flavors like chili or scented with spruce. Truffle-infused cheeses are proving popular as well, providing a touch of luxury with their earthy and aromatic notes. The rising interest in cheeses like Saint-Marcellin infused with caviar, for example, also reflects broader demand for innovative and extravagant varieties among connoisseurs. The result is plenty of exciting flavors to explore and savor over the holidays and beyond.

PRODUCT ZONE

NEW PRODUCTS

ON THE MARKET Invest in the right products and equipment to make cooking and other functions easier. Here’s a good place to start.

NESPRESSO UAE REVEALS EXCLUSIVE NEW COFFEE VARIETY The coffee boasts an exquisite taste profile, featuring enticing orange blossom aromas and fresh citrus notes. N°20 is Q certified by the Coffee Quality Institute. NESPRESSO nespresso.com

ZAZA PITA CHIPS

UNOX

ZaZa Pita Chips originates from a traditional family recipe. All the credit goes to the founding member, mother and grandmother, Victoria, who over 40 years ago, started splitting pitas, basting them with the finest za’atar and olive oil, and baking them into chips. This is why they call the original recipe 'The Mother Chip.' ZAZA SNACKS zaza-snacks.com

The CHEFTOP-X™ is the perfect oven for gastronomy use while BAKERTOP-X™ is devised specifically for bakeries and pastry shops. The oven is equipped with state-of-the-art technology, including HEY Unox, with which chefs can voiceoperate their ovens or the brand new OPTIC cooking accessory. This allows operators to simply insert the food and let the oven visually recognize it and start the correct program. UNOX OVEN unox.com

TRUSSARDI Groupe GM just announced a new collaboration with Trussardi, the luxury Italian fashion house. Aligned with Groupe GM's Care about Earth program, the line features tubes from sugar cane and 100 percent recycled plastic bottles of shower gel, shampoo, conditioner and body lotion, affirming the company's attention to detail and environmental consciousness. GROUP GN groupegm.com

E1 PRIMA PRO E1 Prima PRO is the single group professional espresso machine for coffee specialists, roasters, chefs and mixologists who want to reach unexplored summits of quality and discover new boundaries of taste. VICTORIA ARDUINO victoriaarduino.com

TOMATO BASIL BELLAVITANO® BY SARTORI® CHEESE

LACLARE CREAMERY ADDITIONS

This latest addition to the Sartori Cheese® family balances sweet and nutty notes. SARTORI CHEESE sartoricheese.com

Three new flavors have recently been added, namely: Chili Lime; Mediterranean; and Pumpkin. LACLARE CREAMERY laclarefamilycreamery.com

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

HERBY-CHEESE Launched by Agrocorp International, HerbYCheese is a nut-and-soy-free vegan cheese. HERBYVORE herby-vore.com

CATHEDRAL CITY PLANT-BASED EXTRA MATURE BLOCK AND CHEDDAR FLAVOUR SPREAD Cathedral City has expanded its vegan cheese range with an extra mature cheddarstyle block and cheddar flavor spread. CATHEDRAL CITY cathedralcity.co.uk

GREASY FINGERS BY PERNOD RICARD The range consists of: Greasy Fingers Luscious Red 2022, a medium-bodied Shiraz-Grenache blend with cherrystrawberry flavors and tannins; and Greasy Fingers Big Buttery Chardonnay 2022, which boasts flavors of peach, vanilla and cinnamon spice with a buttery mouthfeel. PERNOD RICARD pernod-ricard.com

MIYOKO’S PLANT MILK CHEESE SPREADS Miyoko’s new Plant Milk Cheese Spreads come in four flavors: Classic Chive; Garlic Herb: Roadhouse Cheddar; and Sundried Tomato. MIYOKO’S miyokos.com

THATCHERS APPLE AND BLACKCURRANT Thatchers Apple and Blackcurrant is a rich, refreshingly fruity cider, created with the sweetest dessert apples, a fresh berry aroma and bold natural blackcurrant flavor. THATCHERS CIDER thatcherscider.co.uk

WHISKEY ROW BY KENTUCKY ARTISAN DISTILLERY

BABYBEL® PLANT-BASED WHITE CHEDDAR The manufacturer has introduced a tangy White Cheddar to its options. BABYBEL babybel.com

Whiskey Row refers to a block-long stretch from 101-133 W. Main Street that once served as home to the bourbon industry in Louisville, Kentucky. Here, the description has provided inspiration for a unique preprohibition style bourbon like those once found in a classy speakeasy around the turn of the century. KENTUCKY ARTISAN DISTILLERY kentuckyartisandistillery.com

GOOD PLANET FOODS' OLIVE OIL CHEESE LINE This producer is offering a new olive oil cheese product line that includes blocks, cubes and shreds. GOOD PLANET FOODS goodplanetfoods.com

NOV 2023-JAN 2024 | HOSPITALITY NEWS ME

PRODUCT ZONE

CHOCOMANIA

CLASSIC CHEESECAKE WITH RUBY CHOCOLATE Think pink and delight your customers with this delicious, colorful sweet treat, which makes a perfect dessert or afternoon indulgence.

For the graham cracker crust Ingredients 150 g graham cracker crumbs 70 g melted unsalted butter 50 g granulated sugar Preparation Using a food processor, pulse the graham crackers into crumbs. Pour into a medium bowl and stir in sugar and melted butter until combined. Roll out 4mm thick. Pre-bake for 8 minutes. For the cheesecake batter Ingredients 904 g full-fat cream cheese 200 g granulated sugar 240 g full-fat sour cream 1 tsp pure vanilla extract 2 tsp fresh lemon juice 3 eggs Preparation Using a handheld or stand mixer, beat the cream cheese and granulated sugar together on medium-high speed in a large bowl. Add the sour cream, vanilla extract and lemon juice then beat until fully combined. At medium speed, add the eggs one at a time. Pour the cheesecake batter into a prepared springform pan. Bake in an oven at 325°F for 55-70 minutes. For the raspberry chocolate mousse Ingredients 29 g lime purée 146 g raspberry purée 15 g glucose syrup 204 g Callebaut® Ruby RB1 35 g gelatin mass 63 g egg whites 31 g dextrose 38 g glucose powder 772 g cream - 35% fat

HOSPITALITY NEWS ME | NOV 2023-JAN 2024

Preparation Warm the lime purée, raspberry purée and glucose syrup together to 104°F. Mix and melt the Callebaut® Ruby RB1 chocolate to 95°F. Add to the purées and mix well. Whip together the egg whites, dextrose and glucose powder. Warm slightly to create a Swiss meringue. Fold into the purée mixture. Add the cream, mix again and leave to crystallize for 24 hours. For the Ruby chocolate glaze Ingredients 1070 g Callebaut® Ruby RB1 80 g grapeseed oil 30 g dry butter 5 g beetroot powder Preparation Melt the Callebaut® Ruby RB1 chocolate to 95°F. Add the grapeseed oil, dry butter and beetroot powder to the mix and stir well. Warm up the glaze to 95°F and dip. For a brighter color, you can add Mona Lisa Power Flowers Red Non Azo coloring instead of beetroot powder. Assembly Once the cheesecake has cooled down, cut it into the desired shape and dip it into Ruby chocolate glaze or pipe raspberry chocolate mousse on top for extra indulgence. Tip Spray the Mona Lisa Ruby Blossoms with shimmer-pink edible dust powder. EMF Middle East t. +961 9 938732 | info@emf-me.com www.emf-me.com

HOSPITALITY SERVICES delivering valuable business BUSINESS, FOOD & LIFESTYLE EVENTS 27-29 NOV 2023

16-19 apr 2024

TBA

12th Edition

28th Edition

6th Edition

The biggest international food, beverage & hospitality exhibition saudihoreca.com

The business meeting place for the hospitality and foodservice industries.

SAUDI HORECA | riyadh

27-29 NOV 2023

SAlon du chocolat | RIYADH 1st Edition

4-6 JUN 2024

HORECA OMAN 3rd Edition

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

6-8 DEC 2023

19-21 JUN 2024

6th Edition

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

10-12 DEC 2023

HORECA JORDAN 9th Edition

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

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

horecashow.com

The largest event in the world dedicated to chocolate and pastry is coming to Jeddah! salonduchocolat-ksa.com

whisky live beirut

SALON DU CHOCOLAT | BEIRUT

HORECA lebanon

Publications & DIGITAL PLATFORMS HOSPITALITY NEWS MIDDLE EAST

THE GARDEN SHOW & SPRING FESTIval

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

17th Edition

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

TASTE & FLAVORS 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

19-21 JUN 2024

TRAVEL LEBANON 7th Edition

An annual celebration of Lebanon magnificent beauty spots, travel destinations and the best summer activities. lebanontraveler.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

oct 2024 15-17 JAN 2024

HORECA KUWAIT 12th Edition

Kuwait’s annual hospitality and foodservice event. Horecakuwaitexpo.com

SALON DU CHOCOLAT | DUBAI 3rd 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

TBA

5-7 Feb 2024

SAUDI HORECA | JEDDAH 2nd Edition

KSA's largest food, beverage and hospitality exhibition saudihoreca.com/jeddah

BEIRUT COOKING FESTIVAL

A social initiative that reinforces Beirut’s global reputation as a center of excellence, talent and creativity.

9 Edition th

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

Celebrating the finest culinary experiences across Beirut.

participate@hospitalityservices.me

hospitalityservices.me

DUBAI +971 0585848018 Hospitality Services

hosp_services