Hotel & Catering News ME June 2019

June 2019

All the latest from the Middle East hospitality industry

Russian Culture trip We talk to Harmeek Singh about visit St. Petersburg’s new office in dubai

Chef Focus

Derek Flynn of the McGettigan’s group is under the spotlight this month

Full steam ahead Cenk Unverdi, the new regional general manager for Rixos Hotels UAE, is keen to continue his progress and cement the four properties under his command as the go-to venues for luxury leisure travellers

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June 2019

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On the web Keep up to date with all the latest news, features and much more on our website. www.hotelnewsme.com

10 News

20 Opinion

June 2019 // Issue #012

Contents 26 New openings

34 Hotel Focus

Features 10 //

News Accor marks MENA growth plans; Jaz in the City confirmed for Dubai; Jeddah to get 4,000 more rooms

28 //

COVER STORY Cenk Unverdi, the regional general manager for Rixos Hotels UAE

34 //

hotel focuS Gearing up for the Waldorf Astoria Dubai International Financial Centre

38 //

f&b focus Solutions Leisure introduces Dubai to its latest concept:District

42 //

CHEF FOCUS McGettigan’s Derek Flynn is upbeat about the brand’s future

Hotel & Catering NEWS ME

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June 2019 // Issue #012

Contents

On the web Keep up to date with all the latest news, features and much more on our website. www.hotelnewsme.com

46 //

event review What happened at Arabian Travel Market 2019

52 //

tourism focus St. Petersburg ramps up initiatives in the Middle East

56 //

supplier focus Find out more about two suppliers in this region: Bord Bia, and MonViso

58 //

signing off Hitchki is keen to bring a touch of nostalgia to guests

46 52 6

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June 2019

What's cooking?

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June 2019

Welcome letter

A note from the CEO

Wissam younane @wissamyounane

Director Rabih Najm Rabih@bncpublishing.net CEO Wissam Younane Wissam@bncpublishing.net Group Commercial Director

Samer Alloush samer@bncpublishing.net

s someone who has worked in the hospitality industry during my career, it gives me great joy to pen the editor’s note for the June 2019 issue of Hotel & Catering News Middle East.

The hospitality and food & beverage industry is steadily growing. According to STR data from April 2019, there are currently 424 hotel projects accounting for 125,052 rooms in construction in the Middle East. The Middle East total represented a 9.3% year-over-year increase in the number of rooms in the final phase of the development pipeline. The UAE leads the pack with 56,701 rooms under construction (representing 33.6% of the country’s existing supply), followed by Saudi Arabia (42,571 rooms, 42.9% of existing supply).

When it comes to food & beverage, while it is difficult to get a hold of concrete data, we do know from a 2018 report by MENA Research Partners, that the GCC’s food and beverage sector is expected to grow 7.1% annually to reach $196 billion by 2021, up from $130 billion. And if we zoom in on Dubai, according to a report issued by the Business Registration & Licensing (BRL) sector in the Department of Economic

Development (DED), Dubai, the total number of operational restaurants and cafés in Dubai reached 11,813 at the end of 2018, an increase of 9.7% from the previous year.

So just going by all the data, it’s clear that there is still an appetite for continued investment in this industry in the Middle East – and parallel to that growth is the rise in demand for great talent. There’s also the entry of new brands in the market – from both a hotel and F&B perspective – and it just remains to be seen which of these make their mark known in the region.

To acknowledge the steady growth in these sectors, in this issue we shine the spotlight equally over hotels and restaurants. You might have also noticed the return of a few sections, such as the latest appointments in this market, and our highlights of new hotel and restaurant openings – of which there are plenty. Beyond that, there are a few changes you will notice with the magazine in this issue and the next – which will also feature a new face on this page. With all of this, we hope to usher in the next era along with you, our loyal readers.

Regards, Wissam

Contributing Editor

Devina Divecha Contributors

Marouane Al Mandri Art Director Aaron Sutton Aaron@bncpublishing.net Photographer

Farook Al Saliq

SUBSCRIBE subscriptions@bncpublishing.net PO Box 502511 Dubai, United Arab Emirates P +971 4 4200 506 | F +971 4 4200 196

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Opinions expressed are solely those of the contributors.

Catering News ME and all subsidiary publications in the MENA region are officially licensed exclusively to BNC Publishing in the MENA region by Catering News ME. No part of this magazine may be reproduced or transmitted in any form or by any means without written permission of the publisher.

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June 2019

What's cooking?

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June 2019

News

For all the latest News, Visit www.hotelnewsme.com Follow us on Facebook for up-to-the-minute breaking news Read the latest edition on www.hotelnewsme.com

Expansion

Accor accelerates growth plans in the Middle East and Africa region French hospitality company Accor witnessed an historic year in 2018, with a record number of hotel openings and signings and the acquisition of 14 new brands.

In the Middle East and Africa (MEA), one of Accor’s fastest-growing markets for development, the acquisitions have bolstered its portfolio to more than 260 properties with 60,000-plus rooms across 36 countries region wide (as of April 8, 2019). They have also provided a springboard for accelerated growth, with more than 20 projects opening in 2019 alone.

“2018 was an outstanding year for Accor with brand acquisitions and new hotel signings consolidating our leadership position in the Middle East and Africa and providing travellers with an unparalleled choice of innovative world-class hospitality concepts,” said CEO, MEA, Mark Willis.

The MEA accounts for 40% of the group’s residential pipeline of 60-plus projects, with Accor offering 16 brands within its residential portfolio spanning the midscale to luxury segments.

The group also operates the largest portfolio of extended10

Hotel & Catering NEWS ME

stay properties outside of the US, boasting a network of almost 300 properties and 60 more under development.

In 2018, the group witnessed 100% development growth in the MEA as global demand for this type of product gained momentum. As a result, it is on track to more than triple its portfolio from 10 to 30plus stand-alone and co-located extended-stay projects by 2022.

Pipeline projects include Sofitel Wafi in Dubai, featuring 97 serviced residences (opening in 2020), as well as Fairmont Residences Royal Palm Marrakech

with 39 private villas, due to launch later this year. Representing the first residences concept of its kind in the Moroccan city, the villas will be fully serviced by the Fairmont Royal Palm Marrakech hotel, which opened in 2017.

Accor is also championing a hospitality concept that is new to the Middle East market – all-inclusive, all-exclusive and fully-integrated entertainment resorts operated

by Rixos. The October 2018 opening of Rixos Saadiyat Island in Abu Dhabi proved to be a success. Accor is now in advanced discussions to man-

age several more all-inclusive entertainment resorts operated by Rixos in major Gulf markets, as well as Egypt.

Accor’s lifestyle brands include Jo&Joe, Mama Shelter, partnerships with 25Hours and sbe Entertainment and midscale brand, Tribe; these have identified the UAE, Saudi Arabia, Bahrain and Oman as target growth markets. Its regional expansion campaign for these brands is gaining momentum with the first Mama Shelter, 25Hours and SLS properties all on track to make their Middle East debut in 2020 with launches in Dubai. www.hotelnewsme.com

June 2019

News

wellness

Free genetic test for guests at The Retreat Palm Dubai MGallery The Retreat Palm Dubai MGallery is offering a free genetic test to decode one’s DNA when guests book a stay or a Saturday detox brunch. The test is 100% confidential and painless, and wellness experts at the property will provide personalised recommendations for healthy living including guidance on products and therapies through to nutrition and culinary experience, based on the guest’s DNA results.

In partnership with a global genomics company, guests can choose from four test areas including weight loss man-

agement, micronutrient management, food intolerance lactose & gluten, and skin care and anti-ageing management. Guests can redeem a free genetic test voucher re-

ceived upon arrival, and taking a painless saliva sample at The Retreat’s Rayya Wellness Centre. A report summary of the results will be provided in no longer than 48 hours.

The Retreat Palm Dubai general manager Samir Arora said in a statement: “We are thrilled to be able to provide our guests with this once in a lifetime opportunity. Offering free genetic testing is a continuation of our efforts to provide guests at The Retreat with the best in personalised wellbeing solutions for healthy living. Allowing us to enhance each guest’s stay by providing more tailored guidance into how small lifestyle changes can be made to live well according to each individual’s genetic code.”

New launch

Jaz in the City property confirmed for Dubai launch in 2022 The fourth hotel to operate under the Jaz in the City lifestyle brand will open in the United Arab Emirates in 2022, after establishing locations in Amsterdam, Stuttgart and Vienna.

“Jaz in the City really comes into its own in places where a unique local cultural scene meets an international audience seeking a particular lifestyle and an inimitable experience,” said Deutsche Hospitality CEO Thomas Willms.

“We have found just such a venue in the historic centre of Dubai in the United Arab Emirates. The Jaz in the City Dubai will be a lifestyle oasis for locals and travellers alike.”

Music lovers from all over

the world will very much feel at home in the 253-room hotel. Live acts, a record studio and a large range of F&B options including a soul food restaurant will be on offer. As well as a pool, a gym and three

multifunctional conference rooms, there will be a top-end roof top bar. When it comes to the rooms, 234 of the 253 rooms will be In Tune rooms (Standard). There will be 13 Bass Rooms (Junior Suites)

and six Offbeat Rooms (onebedroom suites).

The hotel is being developed in Deira, and being realised in conjunction with the Investment Corporation of Dubai (ICD).

Hotel & Catering NEWS ME

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June 2019

News

technology

Digital solutions and hybrid support important to business travellers in the UAE Travel solutions showcased by start-ups at Intelak Incubator’s demo day start-ups

Tech savvy business travellers in the United Arab Emirates now want agent advice, digital solutions and hybrid support delivered throughout their travel experience, according to Travelport’s Digital Business Traveller Research 2019.

In the planning and booking phase, the study highlighted two-fifths (40%) of business travellers in the UAE feel recommendations from travel agents carry the greatest influence over their travel choices. However, two-thirds have both used voice search to investigate flight times, hotel options and local activities (64%), and researched and booked business trips entirely on their smartphone (61%).

Additionally, 62% of business travellers in the UAE now also want hybrid support delivered 16

Hotel & Catering NEWS ME

through Live Chat functions on smartphone apps.

The research was carried out

by Toluna Research, on behalf of Travelport, and based on responses from 8,100 business travellers across 25 countries.

The study also revealed that in the transit phase, 39% of business travellers in the UAE find it ‘very painful’ when they are unable to access their booking information on all of their devices and 83% are open to providing biometric data if it can reduce waiting times.

Once they have reached their destination, two-thirds of business travellers in the UAE now prefer concierge services delivered through their smartphone (63%), rather than face-toface, and more than half prefer a digital room key to unlock their hotel room door (56%).

Intelak, the industry-focused incubator programme for the aviation, travel and tourism sectors, hosted a demo day and iftar, during which the four winning start-ups from Cohort 5 showcased their business ideas.

The four winning startups in Cohort 5 – Avendi, Bonflite, Cargonow, and Hotel Data Cloud – were selected from 16 teams competing for a place in the fifth edition of the Intelak programme. At the demo day and iftar event, each entity presented their pitch to potential investors as they looked to scale up and further develop their ideas.

Avendi is a chatbot that shares quality suggestions

with travellers to Dubai in less than 10 minutes via licensed tour guides, while Bonflite offers an “Amazon of the Sky” solution for air travellers to purchase and collect duty free items in a hasslefree environment at any point throughout their travel itinerary. Cargonow aims to solve the problem of manual and tedious booking processes, outdated prices or lack of visibility within the delivery process of logistics transportation.

Finally, Hotel Data Cloud helps hotels win back control of the descriptive content of their listings by establishing a globally consistent standard with automated distribution to all channels.

On the web Keep up to date with all the latest news, features and much more on our website. www.hotelnewsme.com

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June 2019

News

pipeline

Jeddah to get 4,000 new hotel rooms by 2023: KPMG

The hospitality market in Jeddah will receive more than 4,000 new hotel rooms in the coming three years, increasing the current inventory by 35%, according to the latest real estate report by KPMG Al Fozan & Partners.

Jeddah’s hospitality market showed an upward trend in key performance indicators (KPIs) in 2018, driven by a surge in tourist numbers and limited supply during the year following a dwindling performance during 2016–17.

KPMG report expects the market to remain subdued in the short-term owing to the bulk of supply due to deliver in 2019. However, the market is expected to witness a steady performance in the long-term, backed by the government’s

initiatives to support the development of culture, leisure and entertainment projects in Jeddah. Furthermore, the growing number of pilgrims will have a positive impact on the hospitality market of Jeddah.

“Despite the forthcoming supply putting a downward pressure on the performance in the short term, we believe that the demand for hospitality units in Jeddah is likely to remain robust due to which the market is expected to recover in the medium- to long-term, backed by the government’s initiatives to support the development of culture, leisure and entertainment projects,” commented Firas Hassan, head of real estate at KPMG Al Fozan and Partners.

The KPMG report foresees a diminishing trend in occupancy

rates and average daily rates (ADRs) in the upscale market segment, primarily due to increased competition.

“Lack of three-star hotels in Jeddah, offers a solid investment option for potential investors. As the number of business travellers grows in the Kingdom, budget constraints from companies are fuelling demand for three-star hotels. Further, the demand stems from tourists who cannot afford to stay in expensive four- and five-star hotels and choose to stay in unbranded hotels or service apartments due to lack of quality offering in this asset class,” Hassan said.

Meanwhile, Riyadh will see supply of 2,500 new hotel rooms in 2019, bringing the total number to 16,000 rooms. The future

supply in the Saudi capital is expected to rise by 52% in the next five years. In 2018, 1,700 keys entered the market in the three-, four- and five-star categories.

Despite occupancy rates improving by 6% to 53% in 2018, ADR and revenue per available room (RevPAR) fell by 10% and 8%, respectively.

Despite a broad range of investment opportunities offered in the leisure and entertainment sector, recovery of the real estate market in Riyadh is expected to be led by the hospitality and leisure sectors.

“We expect limited improvement in performance in 2019 compared to last year, as supply continues to increase, occupancy levels and ADR decline moderate and heavy reliance on business travellers,” stated Hassan.

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June 2019

News

otas

Hotelbeds launches ‘Star Collection Online’ to boost bookings for hotel partners Hotelbeds has launched ‘Star Collection Online’, a microsite that enhances the visibility of the hotel partners of Hotelbeds.

Operating in both the Hotelbeds wholesale channel and the Bedsonline retail platform, hotels featured in the ‘Star Collection Online’ microsite will maximise their distribution by appearing at the top of search results on Hotelbeds’ booking platform.

Hotel partners affiliated

in the ‘Star Collection Online’ will benefit from insights to maximise their distribution by receiving

custom-made training sessions on Hotelbeds’ hotel extranet, MaxiRoom, and will have access to business

intelligence reporting tools.

Featured hotels will also receive special discounts on Star Collection upgraded printed brochures, which have been recently re-designed to showcase the Hotelbeds global portfolio.

Some properties in Dubai which are featured on the microsite include the likes of Atlantis The Palm, a number of Address-branded properties, Jebel Ali Beach Resort and more.

New opening

Corinthia pencils in 2020 opening for its first Middle East hotel Corinthia has revealed that its first hotel in the Middle East will launch in 2020: the Corinthia Meydan Beach Dubai, which will be located on the JBR beachfront.

Working in partnership with Meydan Group, Corinthia Meydan Beach is a 55-storey hotel offering 360 rooms and suites. This beachfront property will also feature cascading infinity pools and the region’s first ESPALife Spa. Construction

Data shows Middle East hotel construction on the up STR’s April 2019 pipeline data showed 424 hotel projects accounting for 125,052 rooms in construction in the Middle East.

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The Middle East total represented a 9.3% year-overyear increase in the number of rooms in the final phase of the development pipeline. The

Middle East reported an additional 30,203 rooms in the final planning stage and 45,991 rooms in planning.

United Arab Emirates led

with 56,701 rooms, which represented 33.6% of the country’s existing supply, followed

by Saudi Arabia (42,571 rooms, 42.9% of existing supply). www.hotelnewsme.com

June 2019

News

Expansion

Radisson Hotel Group to double its MENA portfolio in the next five years

Radisson Hotel Group is set to open another 50 hotels and more than 13,000 rooms across the Middle East and North Africa (MENA), thereby doubling its portfolio in the next five years. This will reflect a continued focus on the UAE and Saudi Arabia, as well as expansion in Egypt and Morocco.

The growth will include the introduction of new brands and will bring its total portfolio to over 100 hotels and 24,000 rooms in operation across the MENA region.

Tim Cordon, area senior vice president Middle East and Africa, said in a statement: “We are committed to developing our brand presence across the region with an active pipeline of hotels that extends across our entire brand portfolio. In the last 24 months we have opened over 30 hotels across MEA which has been especially pleasing as we see our strong pipeline materialising. This year we have some very exciting hotel openings coming up,

in particular the brand debut of Radisson RED in the region, a new Radisson Blu next to the Dubai canal, our first resort in Ras Al Khaimah and our first Radisson Blu in Casablanca.

Saudi Arabia remains integral to the success of our regional expansion and we were delighted to announce the recent opening of Radisson Blu in Riyadh’s Diplomatic Quarter.”

He continued: “Our recent

development activity in the region has spanned the spectrum of hotel products including conversion and re-branding opportunities, as well as city and resort hotels, serviced apartments and our lifestyle offering with the region’s first Radisson RED opening this year in Dubai’s Silicon Oasis development.

“Saudi Arabia continues to offer development opportuni-

ties in the holy cities of Makkah and Madinah and we see potential for further development across the Kingdom as it works towards Vision 2030. The rebounding Egyptian economy has given way for our portfolio signing of six additional hotels this year; while Morocco’s robust economy backed by the King’s vision will continue to attract investment and provide expansion opportunities.”

Technology

Emaar Hospitality Group launches singlepoint mobile app Emaar Hospitality Group has launched a fully-integrated mobile app that covers all the hotel, hospitality and leisure experiences under the group.

With the single app, users will have access to an extensive range of services including booking of hotels, restaurants, spas, golf and entertainment attractions

using their mobile devices. The new app replaces all the earlier apps that were launched for the individual hotel brands and leisure attractions under Emaar Hospitality Group.

The new Emaar Hospitality Mobile App is available for download both on App Store and Google Play.

Emaar Hospitality Group chief operating officer Chris Newman said in a statement: “The launch of the new Emaar Hospitality Mobile App highlights our digital transformation focus to enhance the convenience of our guests. Replacing all the other apps that we had launched years ago, the

app further simplifies the user experience and serves as a single point source of information and to access various services.

Guests from anywhere in the world can make informed decisions and plan every detail of the lifestyle choices they cherish across our hotels and leisure attractions.”

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June 2019

Opinion

A rant on demand

A monthly column by Martin Kubler, CEO, chief cook, and bottle washer of sps:affinity Strategic Partnership Solutions.

It’s the last week of Ramadan and I’m idly surfing Booking.com looking at hotel rates in Dubai for the end of June for a mid-week stay.

Things aren’t looking pretty and that’s after applying as many choice-limiting filters as I could think of: Limit to hotels only, only top-rated hotels, only near a metro station.

My choice right now: 103 properties that fit all the criteria all offering rooms on a Wednesday night in June for less than AED 200. I hate choice! Let’s filter more and include breakfast: 34 properties that meet all the criteria AND include breakfast for under AED 200. Still more than one page of results. Let’s filter out Deira; 11 properties along Sheikh Zayed Road for less than AED 200 with breakfast!

I do like a bit of luxury, so let’s filter out properties rated two and three stars: Six hotels, all rated four stars for under AED 200 with breakfast!

If I’d wanted to splurge and wouldn’t mind spending an extra AED 60 or so, I could take my pick from two very nice five-star properties, one of which is part of a major international chain. Breakfast included, of course.

Let’s do a quick calculation: In the summer, the DEWA bill for my villa comes to approximately AED 1,500/month, or AED 50/day. If I’d wanted to have a hotelstyle breakfast, I can pop across the road to Carrefour and spend, say AED 20 on breakfast ingredients or, if I’d wanted something more luxurious, fork out AED 30. We’re at AED 80.

If I were to hire a maid and get my house tidied and my bed linen changed, I’d pay AED 150 for four hours, so let’s allocate an hour to the bedroom and bathroom only, i.e. AED 37.5. My TV and internet is approximately AED 600/month, so AED 20/ day. We’re at AED 137.5 now.

Let’s allocate AED 50 for miscellaneous small items & services, e.g. fancy bathroom amenities, a fluffy bathrobe, today’s newspaper, etc.

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That’s AED 187.5 in total, which obviously does not include my labour (supermarket run!). For AED 201 including taxes & charges, I could stay in a centrallylocated four-star hotel with a Booking.com rating of 8.0, in walking distance to the metro, enjoy breakfast, free WiFi, a fitness centre, a choice of three restaurants, and even a pool (albeit it a small one). Oh, and I’ll be in walking distance to a major shopping mall.

All of this for AED 13.5 more than I would (roughly) spend anyway per day.

Coincidentally, if I’d book the same hotel now for July, I’d only pay AED 185/night incl. taxes & charges – that’s an on-paper profit of AED 2.5.

In short: We’re in a mess. There’s no way that even a basic four-star hotel can make any money selling at the rates they currently do, while including amenities like breakfast, WiFi, etc. You might say the summer period is extreme and perhaps you’re right, but hotels in Dubai operate 24/7/365, so the summer months are real.

Would I still be able to stay for less than AED 200 later in the year? Probably not, but I also don’t think the rates will rise enough to amake up for losses made during the summer.

What does that leave us with other than shouting: “There are too many hotels in Dubai and not enough demand!”?

What it leaves us with is to ask: “What would it take to change this situation for the better?”

“Open fewer hotels” is what many would say and yet this isn’t really happening.

I think it’s time to look at matters from another angle. Choice is a good thing for travellers, so let them have choice, but also allow hotels to do more than just break-even.

To do this, we would need to look at the market’s infrastructure and administrative backbone which, at times, is going to be somewhat painful, although probably not as painful as running a hotel that turns a loss for several months in a year.

We need decent part-time working regulations. Not just for students, but for everybody. Imagine tapping into the vast potential of (currently) stay-at-home mums or dads. At my son’s school, I meet finance managers, HACCP experts, guest relation pros, and many others – a fine collection of skills and knowledge that could be made available to hotels on a part-time basis.

Allowing for part-time positions is one thing, but we’d also need clarity on how this would gel with visa and health insurance requirements and other labour regulations.

It might also be time to admit that Dubai, as much as it tries, is not a year-round destination or, at the very least, not one that requires the current and forecasted number of hotels all year round. Perhaps it’s time to look at seasonal contracts, similar to, say, hotels on Greek islands, or “pop-up destinations”.

It’s obvious that I haven’t got suitable solutions, but I do know that you can’t just ‘magic-up’ demand and, for the foreseeable future at least, any increase in demand for hotels in Dubai will be cancelled out by the number of new hotels opening. I think it’s time to ask questions that go beyond what we’ve asked so far. It’s time to look at the very structure of the industry in and ask if things should and could be done differently. www.hotelnewsme.com

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June 2019

Opinion

Face-to-face interaction trumps digital communication Sofitel the Palm Dubai’s general manager, Christophe Schnyder, discusses the importance of direct conversations

It is no secret that advances in technology have changed our world. It’s very common for us to just click a button and get through a load of work that in the past was regarded as timeconsuming and draining. Technology allows us easy access to information, saves time, brings ease of mobility, guarantees cost efficiency, secures innovation in many fields, contributes to better learning techniques, paves the way for artificial intelligence, and creates means for better communication.

However, there is some debate around the effectiveness of behind-the-screen, technologyassisted communication, with arguments that it is eclipsing most forms of human contact.

Some people believe that face-to-face interaction cannot be replaced by technology.

Others, however, stress that the former is a thing of the past, and that e-mails, social media, cell phones, Skype and so on are the best – if not only – means of communication.

At Sofitel the Palm Dubai, the team tends to utilise technology to grow and modernise our hospitality business, and make our daily tasks easier. However, we strongly believe that faceto-face communication is still king, and it will remain so for the following reasons: Building relationships Warm and genuine service is the cornerstone of a great hotel experience. And very often, personal interactions are the best way to achieve that, especially with a complicated situation. Our guests are valued clients whose comfort and contentment top the list of our priorities. Creating portfolios of loyal clientele can only be done through the establishment of strong, tight-knit relations.

Boosting effectiveness Although believed to be time-consuming – when compared to the immediacy of 22

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prove not on par with what you can utter to the person sitting right in front of you. Our employees’ ability to effectively deal with the emotional aspect of the guest interaction can largely contribute to the latter’s satisfaction.

technology – face-to-face communication is an extremely effective tool to exchange ideas and brainstorm. So it is imperative that staff members interact with guests efficiently, through technology as well as human contact.

The latter allows us to explain the details of our services with accuracy, exchange valuable ideas, and prevent any miscommunication or possible issues with the clients.

Protecting confidentiality Not all matters can be discussed via message or e-mail. Some discussions are meant to take place in a private setting, face-to-face, off the record. Be certain that such an approach will show more respect and instill further trust between you and the person on the opposite side of the table.

Convincing people When conflict arises, direct contact between individuals allows for honest engagement.

In the hospitality business, communicating face-to-face helps bridge gaps, as it allows both parties to tackle the issue at hand, communicate their thoughts, engage in lengthy conversations, and make their case.

The arguments you can give in writing will

Solving problems instantly In today’s digital world, feedback from hotel guests, be it good or bad, is the key to running a flourishing business, as bookings are significantly influenced by guests’ online reviews. When the reviews are positive, it is the hotel’s best case scenario. But, things go south when the feedback is negative, no matter how minor the guest’s complaint.

Accordingly, my team adopts a policy of faceto-face communication, requesting instant feedback so as to resolve all issues on the spot. By directly addressing the clients and listening to any complaints, we are able to put our finger on what we are doing wrong, and address it and improve our service. Our policy is to never let a client leave unhappy.

Paying attention to body language and facial expressions You do not need to be a body language expert to be able to tell if the person you are conversing with face-to-face is pleased or disgruntled, convinced or “not buying it”, serious or half-hearted, honest or misleading.

However, if you do communicate via a computer screen or a text message, figuring out the other person’s reactions is tricky. So when you engage in direct discussions, try to read their facial expressions, notice their hand gestures, pay attention to their voice tone, analyse their body language and properly tie their non-verbal communication to what they are saying. This helps create a true and genuine connection with the individual you are interacting with. www.hotelnewsme.com

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June 2019

Appointments

Appointments A breif look at the movers and shakers in the region

For all the latest News, Visit www.hotelnewsme.com Follow us on Facebook for up-to-the-minute breaking news Read the latest edition on www.hotelnewsme.com

Ian Rydin named general manager at Mövenpick Hotel Ibn Battuta Gate Dubai Mövenpick Hotel Ibn Battuta Gate Dubai has appointed Ian Rydin as its new general manager. Rydin will oversee the overall operations and strategic direction of the 396-room, five-star property including its eight dining outlets. A Swedish national, Rydin has three decades of expertise in the hospitality industry where he recently served as the general manager and district director of four hotels in Nairobi and Kigali, Kenya including various key roles within the Radisson Hotel Group.

His career has taken him to different parts of

New director of food & beverage hired at Media One

Christopher Lubk has joined Media One as the director of food & beverage. A resident of Dubai for the past 13 years, Lubk moved to the city immediately after completing his Bachelors in Hotel Management from SRH Hotel Akademie in Dresden, Germany. Starting out with Jumeirah in 2006, he has since worked with a number of hospitality companies such as InterContinental Hotels Group, Atlantis, Banyan Tree and Kempinski.

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the world including Africa, Europe, and the Middle East where he was the pre-opening general manager for Radisson Blu Hotel in Downtown, Dubai in 2010.

Rydin holds an International Hospitality Management Diploma from Gothenburg International Hospitality College in Sweden, a Bachelor’s Degree in Hotel & Restaurant Management from Oxford Brookes University in Oxford, UK and completed a General Manager Programme from Cranfield University, UK.

James Thompson joins Fairmont Dubai

New assistant director of marketing, PR and Fairmont Dubai has appointed James Thomp- communications for son as the director of food and beverage. He brings more than 22 years of experience to Sofitel The Palm this role having worked at a number of hotels and restaurants throughout the UK and UAE. Starting his career in independent restaurants, Thompson worked in London for the Conran Restaurant Group, and after 10 years in London he returned to his home town of Birmingham taking various general manager roles for the Individual Restaurant Company. In 2008, he joined Burj Al Arab as the manager for the Al Muntaha restaurant. He then was in the director of food and beverage position for two years, overseeing the hotel’s 10 outlets. In 2017, he moved to Jumeirah Beach Hotel ahead of the hotel renovation.

Shamia Abdul Aziz has joined Sofitel The Palm as assistant director of marketing, PR and communications. She has more than 18 years of experience in sales and marketing and has graduated from The University of Cambridge and the Emirates Aviation College. She started her career with Air Mauritius, moving on to Virgin Atlantic Airways, Nakheel, and Dubai World Trade Centre. Aziz’s first role in the hotel sector was as associate director of marketing at Atlantis The Palm Dubai. Prior to joining her current role, she was also head of marketing & communications at Dukes Dubai and senior marketing manager at Dubai Parks and Resorts. www.hotelnewsme.com

June 2019

Appointments

Millennium Hotels and Resorts promotes Alexander Suski Millennium Hotels and Resorts has promoted Alexander Suski to associate vice president sales & marketing for the MEA region. He joined Millennium Hotels and Resorts in 2016 as a regional director of sales and marketing for the Middle East and Africa region. While driving measures to enhance commercial productivity through sales, revenue, marketing and public relations, he also has been an integral part of the hotel opening team and has collectively opened over 16 hotels in the region since he started in 2016.

Janet Abrahams joins St. Regis Saadiyat, Abu Dhabi Janet Abrahams has been appointed as the new executive assistant manager of sales & marketing – spa and recreation at The St. Regis Saadiyat Island Resort, Abu Dhabi. With more than 20 years of luxury hospitality experience, Abrahams will take up her new role as second in command for operational departments and will focus on the strategic positioning of the property. Abrahams kicked off her hospitality career in the luxury sector in London in 1997, and has worked across Asia, Europe and the Middle East.

Mathieu Van Alphen returns to IHG as area general manager

New hotel manager at The St. Regis Hotel Amman

Marriot International Hotels Group has appointed Khalid Bseiso as the hotel manager of The St. Regis Hotel Amman – Jordan. Bseiso comes with over 20 years of experience in hospitality, specifically in food and beverage.

His experience spans luxury hotels as well as being a part of pre-opening seven hotels, and redesigning and initiating new restaurants concepts. Prior to this appointment, Bseiso was the executive assistant manager / beverage & food at W Amman hotel. He has previously worked in Sheraton Amman Entertainment Center, Sheraton Amman Hotel and Towers, Four Seasons Hotel Amman, Four Seasons Hotel Cairo at Nile Plaza, Four Seasons Hotel Cairo at First Residence, and Four Seasons Hotel Istanbul at the Bosphorus.

Mathieu van Alphen has worked within InterContinental Hotels Group for 28 years. Beginning his career in 1987, van Alphen has worked across Europe, Russia and the Middle East in the luxury arena.

His career has seen him move from his start in accounting and progressing to financial controller roles, before assuming the position of hotel manager at the InterContinental Frankfurt. He went on to accept his first general manager post at the InterContinental Köln and subsequently held several other general manager positions in different InterContinental properties across Europe. His calling to the Middle East took him to Abu Dhabi where he was the cluster general manager of Beach Rotana’s flagship location since August 2015. Within his new position, he will be responsible for InterContinental, InterContinental Residence Suites, Crowne Plaza and Holiday Inn at Dubai Festival City as well as the 6,000m2 events venue Festival Arena.

Khaled Nabil promoted at M Hotel Makkah by Millennium

M Hotel Makkah by Millennium has promoted Khaled Nabil to the role of executive assistant manager i/c sales and marketing. Nabil joined the multi-storey hotel as director of sales and marketing in 2017. Bringing onboard more than 20 years of experience to Millennium Hotels and Resorts MEA, he began his career in sales and marketing with international hotel chains including IHG, Starwood, Radisson Group, Ramada International and Concorde Hotels and Residences. An Egyptian national, Nabil holds a bachelor degree in hotel management from Faculty of Tourism and Hotel Management, Helwan University.

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June 2019

New openings

Vietnamese Foodies

Lily Hoa Nguyen, owner and executive chef of Vietnamese Foodies, introduces the brand’s second location which is now open in Downtown Dubai at the Burj Vista Residence Tower 1

Describe the restaurant concept?

Having first opened in JLT in January 2018, Vietnamese Foodies’ menu takes inspiration from the culinary diversity of the Vietnamese capital, Ho Chi Minh City, and customers are spoiled with choice with the fresh menu filled with a variety of affordable, naturally healthy paleo, vegan, vegetarian, dairy- and gluten-free options. The new

venue’s layout and décor are a marriage of the cultural and contemporary, blending together diverse Vietnamese influences with a minimalist approach. The restaurant

will also feature an open concept kitchen showcasing live cooking and a traditional rotisserie, reminiscent of Vietnam’s vibrant street food joints.

Paru

Netsu

The Coffee Club

Caesars Bluewaters Dubai has opened modern Japanese restaurant Paru in partnership with Michelin-star winning chef Akira Back. Located on a rooftop, the new eatery offers an eclectic menu of modern Japanese dishes. Menu highlights include a black pepper Wagyu rib-eye (mushroom, onion, black pepper) and teriyaki Jidori chicken (green beans, kuri kimchee, maple soy) as well as ‘signature rolls’ such as Paru house (tuna, salmon, scallops, shrimp tempura, yuzu miso) and harmony (foie gras, Wagyu beef, lobster tempura, truffle sauce).

Mandarin Oriental Jumeira, Dubai is introducing the region to traditional Japanese cooking technique, Warayaki with its restaurant concept Netsu. Originating from the Kochi Prefecture in Shikoku, Netsu’s chefs grill food using dry straw instead of charcoal. Meats and seafood are seared on the outside while maintaining a very tender and juicy flesh on the inside. The soaring flames also add an element of drama to the dining experience.

The concept is brought to Dubai by acclaimed Australian chef and restaurateur Ross Shonhan.

The Coffee Club has opened its 25th outlet at The Grove Village, Ras Al Khaimah, also marking the brand’s second location in the northern emirate. Facing the Corniche in the Al Qawasim area, the outlet has panoramic waterfront views and seats 100 people. The brand has also opened three other outlets in Abu Dhabi and Dubai in the last month to add to its portfolio: one in Dubai Marina Mall, and two outlets in the country’s capital at My City Centre Masdar along with a new location at the Sheikh Zayed Grand Mosque.

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www.hotelnewsme.com

June 2019

New openings

What are the signature items on the menu?

The venue continues with the ethos of its JLT branch, offering fresh, naturally healthy and affordable southern Vietnamese fare. The new restaurant will dish out aromatic roasted duck with bao buns, bun with chicken satay and chicken spring rolls, luk lak beef stir-fry, prawns with fish roe and dynamite sauce, roasted chicken with bao buns, crispy chicken with lime leaf salt, as well as a number of refreshing drinks, including orange juice with chia seeds, coconut juice with lemongrass and Vietnamese cold brew speciality coffee.

Who designed the interiors, and how does it reflect the concept of Vietnamese Foodies?

How will the venue compete in the Downtown Dubai district?

The Facts

Our interior designer is Hoa Le from Soi Studio in Vietnam, whose concepts are behind many F&B projects in Ho Chi Minh City. We love working with him because of his natural minimalist style which reflects the intrinsic freshness and quality of our food in a very relaxed and Vietnamese street food atmosphere.

Vietnamese Foodies Downtown is the one-and-only authentic Vietnamese casual dining restaurant in Downtown Dubai.

Based on the success of our JLT outlet, our commitment in consistently bringing healthy, tasty and affordable Vietnamese dishes to the table with quality service will encourage our clients to come back again and again.

Sarabeth’s Mall of the Emirates

Char Bar

Hilton Garden Inn Mbabane

Sarabeth’s Kitchen & Bakery has launched its second branch at Mall of The Emirates.

The new bakery and dining destination is situated on the first level of the mall.

Designed by ‘bySOZO’ Interiors, the new venue’s décor combines the history of the brand through wood and marble accents, with a touch of modern aesthetic with large brass features. Patterned tiles relate back to the New York-bistro-style heritage of the brand. The menu ranges from breakfast, lunch and dinner options as well as its signature afternoon tea offering, an assortment of desserts and Sarabeth’s spreadable fruit.

Four Seasons Hotel Cairo at The First Residence has opened Char Bar. The signature burger Char includes a homemade beef patty, fried eggs, potato chips, mushroom and cheese sauce; Chilly Billy, a freshly homemade patty with chilli beef stew, avocados and salsa cruda. The restaurant also offers salads, appetisers and hot dogs. Favourites include a beef taco salad; the chilli hotdog with chilli beef stew, salsa cruda and cheese sauce. Desserts include the cookie pan, an oven-soft chocolate cookie with vanilla ice cream; or the lemon pie, a lemon cream filling, crunchy crust and lemon meringue.

Hilton has opened its first hotel in the Kingdom of Eswatini, Hilton Garden Inn Mbabane. Consisting of 124 guestrooms, the hotel occupies one of the country’s most iconic buildings, known as the ‘Ship Out of the Ocean’. It is located within the Central Business District, walking distance from several government ministries, embassies, the government hospital and Mbabane Clinic. The 119 contemporary guestrooms and five suites all offer HDTVs, work desks, mini fridges and tea/coffee making facilities, while the suites provide an extra spacious option with a lounge area and sofa bed.

Venue: Burj Vista Residence Tower 1 on The Boulevard, across from the Dubai Opera Date opened: April 25, 2019 Executive chef: Lily Hoa Nguyen Did You Know? Most dishes are cooked in broth or water instead of oil

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June 2019

Cover Story

Full Steam Ahead Cenk Unverdi, the new regional general manager for Rixos Hotels UAE, is keen to continue his progress and cement the four properties under his command as the go-to venues for the luxury leisure market

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n April 2019, Cenk Unverdi was promoted to the role of regional general manager of Rixos Hotels in the UAE, and is now overseeing all day-to-day operations of the four five-star properties in the UAE, including Rixos The Palm Dubai Hotel & Suites, Rixos Premium Dubai, the newly opened Rixos Saadiyat Island, and Rixos Bab Al Bahr.

Unverdi’s rise to this position within the company has been steady over the last few years. He comments: “After completing my Master’s degree in Hospitality, I started my career with the Rixos Group. Rixos is a truly unique Turkish brand; it has a very distinct identity that focuses on the highest level of service and hospitality, which has always appealed to me.”

Unverdi first joined Rixos Turkey as an intern while still in university before transitioning to the finance, purchasing, and sales & marketing departments. He then moved to Kazakhstan to work as the operations manager of the Rixos President Astana. Unverdi’s Middle Eastern journey began in 2012 when he moved to Dubai.

Since then, he helped oversee the pre-opening of Rixos The Palm Dubai as operations manager, oversaw the restructuring of Rixos the Palm Dubai as

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it transitioned into a luxury multi-concept resort in 2016, and was assigned as project leader for the pre-opening of Rixos Premium Dubai in 2017. Unverdi was then promoted to the role of cluster general manager of Rixos The Palm Dubai Hotels & Suites and Rixos Premium Dubai in 2018 before taking up his current role.

This was perhaps always in the cards for Unverdi, who tells Hotel & Catering News Middle East that his love for the industry has been strong. He comments: “I’ve always felt passionate toward the hospitality industry. There’s a special thrill in the day-to-day operations where no two days are alike. It has its own set of challenges – whether we are striving to exceed customer expectations in a competitive market, or focusing on the strategic side of revenue, where my love for numbers and budgets comes into play.”

Now, in his new role, he spends his time in a different hotel every day, meeting with key people to review and evaluate the business and its needs, from revenue to e-commerce, marketing, PR and sales. Unverdi adds: “I focus more on the strategic and corporate side with my regional team, to develop new opportunities and maximise hotel revenue

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June 2019

Cover Story

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June 2019

Cover Story

All aboard the allinclusive Rixos Hotels UAE regional general manager Cenk Unverdi discusses the brand’s all-inclusive concept: “The all-inclusive concept started in Rixos Antalya Turkey in the early 2000s by the founder and chairman of Rixos Hotels, Mr. Fettah Tamince.

Rixos pioneered the luxury all-inclusive concept and has since positioned itself as the UAE’s first luxury multi-concept resort, with resounding success. Thanks to its traditional Turkish hospitality, unparalleled professional entertainment and sports activities, world class dining outlets and unique spa treatments all under one roof, Rixos offers an outstanding resort experience which caters to everyone, from adults to children, families and couples. At Rixos, the allinclusive is all-exclusive.” with a continued focus on tour operator relationships and our key accounts.” He also reveals that a key part of his role is also to assess Rixos UAE’s hotels’ management team, to nurture and grow their talents, so that they can continue to develop in their areas of expertise and prepare for their next role.

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continued development of source markets as well. As a Turkish brand, Rixos is, naturally, well established in Turkey, asserts Unverdi. Currently, the UAE properties’ main markets are leisure-related, principally from CIS countries (mainly Russia, Kazakhstan and Ukraine), followed by the UK and Germany. Unverdi shares: “We are also focusing on pro-actively looking to attract and expand new markets such as China. We have largely focused our efforts towards growth expansion in

the Middle East; the GCC market is very important to us, we have dedicated a lot of our attention improving our services and unique selling points to be more attractive to our GCC guests.

“For example, Rixos Saadiyat Island is the only resort in Saadiyat to offer with our villas, a private pool overlooking the beach and enhanced 24/7 butler service, while the recently launched Luxury Suite Collection in Rixos The Palm Dubai Hotel & Suites offers spacious layout and www.hotelnewsme.com

June 2019

Cover Story

homely touches of a private residence, alongside the resort’s unparalleled service and amenities. There, guests looking for exclusivity and privacy can choose from a collection of two, three, four and five bedroom family suites, ideal for larger groups and multigenerational families seeking the ultimate holiday sanctuary.”

Unverdi also claims that the last calendar year was a good one for the brand, commenting: “2018 has been a very successful year for Rixos, and has Hotel & Catering NEWS ME

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Cover Story

seen us paving the way and being a market leader in terms of hotel occupancy, ADR and guests’ satisfaction, which has been monitored by the increase of returning guests ratio. We’ve also consolidated our strength in the UAE last year by opening Rixos Saadiyat Island in Abu Dhabi, bringing the number of Rixos properties in the UAE to four.”

The regional general manager is keen to capitalise on the success. “In 2019, greater attention has been placed to continue and improve our guests’ expectations and personal experiences, which has led us to invest in and to upgrade our facilities and leisure attractions in all our properties,” he says.

Expanding on some of these upgrades, Unverdi notes: “The latest hot spot to open in Rixos Premium Dubai is District Lounge, a traditional cocktail hideaway which is bringing understated sophistication, with the mission to continue and position this particular property as the ultimate urban lifestyle in the heart of JBR, while a Godiva café is set to open after Eid – the first to launch in a luxury hotel in the UAE. Meanwhile, Rixos The Palm Dubai Hotel & Suites has unlocked a new level of entertainment by recently re-launching a newly enhanced Rixy Club, which offers the first children’s amphitheatre in the UAE.” In addition to continued facilities’ investment, the involvement of Accor is also a boon. In March 2017, Accor and Rixos Hotels announced a long-term joint venture, where both parties revealed their intent to collaborate, develop and manage Rixos-branded resorts & hotels worldwide.

Upon closing, Accor would own a 50% interest in the joint venture management company. Unverdi reiterates: “The partnership with Accor, which was signed around two years ago, is part of a joint venture between Rixos and Accor – which sees Accor managing the existing 25 Rixos properties, while helping to expand the Rixos name and position it among the top luxury hotel brands globally.”

The partnership has plenty of benefits, asserts Unverdi. “With its resources, Accor brings to the table a bigger distribution 32

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June 2019

Cover Story

Cenk Unverdi’s Leadership Style “I like to keep up to date with the business on a daily basis but besides revenue and numbers, it is the human interaction that drives me the most. Seeing the collective efforts and great results brought on by my team inspires me, which is why staff development is very important to me. I’m all for employee empowerment: I like to connect with my team and listen to their needs. I believe in supporting and coaching them and giving them the necessary tools to get the best out of them.” with its own platform channelled through its 4,400 hotels and 38 brands, bringing more visibility and market exposure in countries and continents such as the USA and emerging feeder markets like Asia, where we were not present before. With their know-how and development team as well as their Le Club loyalty programme, we have access to more than 1.3 million members worldwide who can experience the Rixos brand.”

So there is a lot on Unverdi’s plate right now, who is not willing to simply rest on his laurels, rather he is looking to move forward. “My priority for the next coming months is to ensure we will provide the highest level of standards and excellence in our four properties while continue to position Rixos UAE as the ultimate resort destination in the UAE. Meanwhile, my vision for Rixos UAE is to strengthen the footprint of our existing four hotels in the region and to achieve greater focus on our growth of economy,” he concludes.

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June 2019

Hotel Focus

Wake Up at the Waldorf

The Waldorf Astoria Dubai International Financial Centre is set to open this summer, and aims to evoke memories of the 1960s Mad Men era while providing a luxury experience to its guests

T

he Waldorf Astoria Dubai International Financial Centre (DIFC) is set to open this summer 2019 and will be the first Waldorf Astoria city hotel to open in the UAE. Its general manager, Victor Chalfoun, hand-picked the hotel’s more than 200 members – and is confident that the property is set to dazzle the city.

He says: “My talented team consists 34

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of over 200 members, hand-selected for their unique characters and skills to complement their job function. I took time in meeting with and interviewing each and every member of the team, as it was my goal to create a diverse workplace.

“By choosing different talents at varied stages of their career, I’m confident they will bring a burst of creativity, perspective and ideas to this flagship opening in the

heart of the city’s financial district.”

The property marks the second Waldorf Astoria-branded property in the Emirate of Dubai; however, Chalfoun says the dual presence will be complementary.

“Waldorf Astoria DIFC will be the first Waldorf Astoria city hotel in Dubai, which will proudly complement the Waldorf Astoria Dubai Palm Jumeirah, which has a completely different offering.” www.hotelnewsme.com

June 2019

Hotel Focus

ALL THE FACTS • Guestrooms: 201 • Suites: 46

• Apartments: 28 • Size of the Presidential Suite: 409m2

• F&B venues: Bull & Bear, St. Trop, Peacock Alley

• Number of treatment rooms in the spa: 4

• Size of the ballroom: 390m2

Within the financial district and wider Sheikh Zayed Road and Business Bay catchment area, there’s certainly no dearth of properties. This new hotel is entering a competitive market, but Chalfoun remains confident. He comments: “We aim to surpass the competition by doing much more than serve our guests; we will host and entertain them.”

Chalfoun further adds that the UAE is a unique market with a thriving hospitality industry thanks to the diversity of its tourists and residents. He continues: “The benchmark for luxury in the UAE is recognisably higher than other global destinations like New York, London, Paris and Tokyo – it is almost expected here, therefore it is becoming increasingly significant for hotels to overdeliver on their promise and create extraordinary experiences for travellers.

“The hospitality industry is growing at a healthy rate and I am positive it will continue to grow in the wake of large-scale tourism events like Dubai Expo 2020, which will bring steady occupancy to hotel rooms to meet the anticipated demand.

Additionally, the introduction of additional and direct airline routes, and the new UAE visa options for travellers from key feeder markets like Russia, is improving travel to the UAE.”

Chalfoun cites three distinguishing features about the property that he believes will set the hotel apart from the rest, the first being its interior design and architecture. The interior designs are meant to take guests back to the 1960s ‘Mad Men’ era. A mix of materials have been used to ensure a slick, contemporary look while complementing the minimalist furniture and multifunctional design.

The lead interior design company is SRSS (Smallwood, Reynolds, Stewart, Stewart), while LW Design Group handled the design for the two main dining and social venues in the hotel; Bull & Bear and St Trop. Noted Lebanese artist, Imad

Bechara, was commissioned to dress the hotel with his artwork.

Chalfoun adds: “We have an exclusive space dedicated to the hotel, starting from the 18th floor of the Burj Daman building.

We’ve taken a really personalised approach to our spaces – the 18th floor for example, which will be a place to see and be seen.

“We will offer unobstructed views of Dubai thanks to floor to ceiling windows in every room. Our entry level rooms are one of the largest in DIFC, starting from 43 square metres. The hotel comprises 28 serviced apartments where tenants can enjoy longer-stay accommodation as well as the hotel’s facilities.”

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June 2019

Hotel Focus

Meet the GM

Victor Chalfoun is the general manager of the Waldorf Astoria Dubai International Financial Centre (DIFC). Bringing 18 years of hospitality experience, Waldorf Astoria DIFC will be Chalfoun’s tenth role within Hilton’s portfolio, having enjoyed several positions with the group across more than five countries. A Canadian national, Chalfoun graduated with a Bachelor of Science in Hospitality Management in 1999. He has collected academic accolades and gained certifications in hotel industry analytics (CHIA), hotel administration (CHA), employee retention, revenue and hospitality management as well as marketing strategy through reputable institutions such as STR, Harvard Business School and the Cornell School of Hotel Administration. He honed his managerial skills during his tenure with Conrad Pezula in South Africa, where he assumed his first general manager role and, after two years, added Hilton Cape Town City Centre to his belt, operating as general manager for both properties before joining Waldorf Astoria DIFC.

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The service is also set to be a highlight, Chalfoun stresses, with the “True Waldorf Service” to come into play. The hotel’s personal concierge will tailor guests’ stays to their exact specifications.

Innovation will also play a role; Chalfoun says: “We are proud to be part of the Hilton family – which this year is celebrating its 100-year anniversary. As one of the longest standing global hotel companies, Hilton was the first hotel brand to invent the mini bar, introduce in-room televisions and a 24-hour room service. Hilton and Waldorf Astoria are always innovating their service and technology, which will never stop.

At Waldorf Astoria DIFC, our guests will have access to a digital check-in application on their mobile phones to allow them to choose which room to check in to. They will also have a digital key, allowing them to seamlessly enter their room without the need for a key card.”

It is not long to go before the hotel opens its doors to guests, and Chalfoun says that exceeding guest satisfaction is what every hotelier strives for. “However, that’s not possible without absolute team happiness, therefore I aim to strike the right balance between the happiness of our guests and team members’ fulfilment and motivation,” he adds.

Chalfoun continues: “I also want to remain a very active participant in pushing the sustainability of the hotel; looking for new ways to network with other professionals, boosting our involvement in the community and finding ways to motivate our employees.

“Finally, I am of course also prioritising achieving the financial goals I have set for the hotel in its opening year.”

He concludes: “Waldorf Astoria DIFC is much more than just a hotel where you stay; it’s a hotel where guests will want to spend every waking moment.” www.hotelnewsme.com

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June 2019

f&b focus

A New District

Solutions Leisure brings a new concept, District, to the Jumeirah Beach Residences area, promising a bar, lounge and bistro that is accessible to everyone

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f&b focus

F

reshly open in May 2019 is District: a bar, lounge and bistro, sitting at the heart of Rixos Premium Dubai JBR. The concept is the latest from the stable of Solutions Leisure – behind the likes of Dubai’s staples Q43, Lock, Stock & Barrel and more – and has replaced its previous brand in that location: Inner City Zoo. Solutions Leisure’s group operations director, Sacha Daniel, comments on the decision: “Inner City Zoo was purely a night club opened from 11pm to 3am.

Being situated in the Rixos lobby wasn’t the ideal location and we soon realised that the demographics in JBR do love their food and neighbourhood hangouts. With the magnificent view over the sea and the Ain Dubai, it was an easy choice to make.”

He adds that the idea is for District to be a hub that includes the elements of a small bar with a modern edge.

Continuing with the parent company’s ethos of accessibility, District blends upmarket cocktail culture, with the familiarity of an approachable, unassuming bar. The bar forms the central focus within the minimalist space; guests can perch there on the high tables or head for the sofas in the raised lounge area, or go upstairs to the raised area. They can also check out the terrace with views of the Arabian Gulf and JBR precinct. The venue was designed by Broadway Interiors and Freek Teusink, the creative director at Solutions Leisure. Inside the venue across all areas, the seating capacity is around 200. The venue will have live music twice a week, a combination of artists and acts, in addition to a resident DJ. Daniel says that District exudes “effortless class and sophisticated modernism” and adds that it is “a traditional cocktail hideaway created for the cocktail aficionado”. The idea for District is to be a local hangout for residents, which changes function through the course of the day. It will be open for lunch, afternoon drinks, sundowners overlooking the sunset on the sea, dinner and late-night drinks with cool vibes and live music.

The accessibility and approachability of the venue has meant that the team has to be equally engaging. Just under 50 people Hotel & Catering NEWS ME

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f&b focus

What’s on the menu?

According to Sacha Daniel, the group operations director for Solutions Leisure, District will change its Mediterranean food menu every week. He comments: “Our new food menu will be released at the start of the week on our social media platforms and website, and will go live on the first business day of the week.”

The menu will always have a soup of the day, starter of the day and fish of the day, with a vegetarian and vegan option. It consists of seven starters, eight main courses, four desserts and one cheese.

Daniel adds: “We always use fresh ingredients exploring the entire Mediterranean area. Our cocktails are refreshing and innovative, with a few twists on classics.

We have a large selection of Aperol Spritz-themed cocktails in addition to a wide variety of gins.”

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f&b focus

A place where all are guests feel welcome, not a pretentious environment, accessible price points, friendly, laidback culture but with great attention to details and high standards of service

Solutions Leisure’s group operations director, Sacha Daniel

at the time of going to press, Daniel says: “We have selected very cool young kids with great personalities as we encourage them to engage with our customers.”

Most of the team, he reveals, have worked in classic Dubai institutions and bistros/ cafés. The venue’s food has been curated

by Solution Leisure’s group executive chef, Rob Rathbone, while the manager of District is Adam Galbas.

The JBR area is competitive, and this is the second lease of life for that space with Solutions Leisure. Daniel, however, is confident that District is exactly what the area’s clientele needs.

He says: “The weekly menu is new, different and exciting, coupled with the location overlooking great views of the sea, the Ain Dubai and a daily spectacular sunset. The entertainment will be a great addition to the venue and an integral part of it. At Solutions Leisure we have really grown our entertainment division as it is apparent that this is what our guests enjoy and helps retain custom.”

He continues: “Entertainment is now a key trend in the night life sector, and even in the daytime sector you could say.

People now want the entire package when they go out. The ambiance, the value for money F&B, the live entertainment, great personal service, and more. District will offer exactly all that.”

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June 2019

Chef Focus

Ahead of the Game

McGettigan's Group’s group executive chef, Derek Flynn, reveals more about his F&B journey, and why the Irish brand remains popular nearly a decade after its inception Village in Garhoud, developing the menu and creating a strong team which I left six years later. From there, my journey continued with the Montgomerie Hotel, Caramel DIFC, and Rivington Grill.

After that, I was asked to head up a new and exciting Irish concept founded by Dennis McGettigan. The brand has since grown from one bar in Jumeirah Lakes Towers to 22 globally. McGettigan’s – and Bonnington Hotel, Dubai’s only Irishowned and run hotel – is now arguably one of Dubai’s favourite home-grown brands. I have continued to grow with the group since my start in August 2010 and currently hold the position of group executive chef.

What interested you in entering the F&B industry?

My first love for this industry was actually bartending – which I still love!

It was working in this environment that introduced me to the culinary side of the business and I have never looked back.

This is why I love my current position because I can still be involved and have input in the bar side of things.

Share with our readers your journey in the F&B industry?

Wow, that would be a very long answer as I have been in the industry since I was 15 and been a chef for almost 27 years. My career started in Ireland, and from there, it took me 42

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to America, China, and finally the Middle East. I arrived in Dubai 19 years ago, and I have seen the hospitality industry change dramatically over the years.

I was headhunted from Dublin to head up the then recently opened Irish

Let’s talk about the food and beverage ethos at McGettigan’s.

Our ethos is to give customers what we believe they enjoy while still being true to our roots. Our menus are developed with Ireland in mind; traditional cooking techniques are important to us. Although we love to diversify into different cultures (after all, we have venues across the globe), we take inspiration from the countries and cities we are open in: Jakarta, Singapore, America, Ireland, and the UK. The ethos is that of home cooked, quality ingredients treated respectfully to create an interesting and fun menu featuring tasty food that everyone can enjoy. www.hotelnewsme.com

June 2019

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What are the trends you’re seeing in the F&B industry at present, and how are you incorporating any of these in your work?

I have noticed the sharing concept has developed over recent years, from small plates (tapas sharing style) to large meals served family-style. This suits McGettigan’s laid back culture, so you’ll find plenty of dishes inspired by this throughout our menus.

Sustainability is on everyone's mind these days; can you share any such initiatives at McGettigan’s from an F&B point of view?

From a food point of view, it’s in its infancy in the Middle East but it’s great to see initiatives being introduced – and in fairness, it is growing fast. Where possible, we use local vegetable, meats, fish and dairy producers. We also aim to use suppliers who focus on their traceability and sustainability across the world.

Locally, McGettigan’s is no longer purchasing plastic straws and offering all guests paper straws instead. Bonnington Hotel and McGettigan’s are also participating in the DMCC can recycling initiative as another example.

What are the best sellers on the McGettigan’s menu right now?

We are known for a hearty dish so our pub grub classics always sell well – fish & chips, roasts, buffalo chicken wings, Wagyu chilli and signature burgers to name a few.

It’s interesting to see that over recent years lighter and sharing options have also spiked in popularity as people are becoming more health conscious. And as said above, we have brought in new, sharing dishes which offer a lighter and fresher experience – we offer so much more than just pub food!

Finally, what’s keeping you busy right now?

McGettigan’s has been open for nine years now, as we have always been a market leader. One key focus of ours to always give value and the best experience. This means that we are always striving to improve and stay ahead of the game – we don’t rest on our laurels!

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June 2019

In profile

Designed to Dine The five-star Al Bandar Rotana’s five dining destinations have had their design managed by Tricon Foodservice Consultants Ltd. We catch up with Robert Plumb, design director at Tricon’s Dubai office, to find out more

There’s a certain charm about Old Dubai and developments over the years have injected life and regeneration into the historic area.

Nestled in this area is the new Al Bandar Rotana hotel. The five-star hotel, which opened its doors early last year, allows guests to soak in uninterrupted views over the Creek across to the skyscrapers of Dubai, or have views spanning the bustling waterway through the heart of Deira.

Al Bandar Rotana decided to integrate the international influence in Dubai within its dining offering. Authentic Italian dishes at Gusto Italian Restaurant, fine wines 44

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and tapas at Morgan’s Gastropub, global delicacies at Salt and Pepper, barista coffee and light snacks at Vanilla Lobby Lounge and cool refreshing drinks at The Deck Pool Lounge are all supported by a range of kitchens from a central commissary kitchen in the basement to show kitchens, support pantries and uniquely designed facilities.

Tricon Foodservice Consultants Ltd was the appointed consultant behind the kitchen (and laundry) design – both of which were influenced by the uniqueness of the brand as well as the growing popularity of Old Dubai.

Robert Plumb, design director at Tricon’s

Dubai office, managed the hotel’s kitchen and laundry design from the concept design stage through to the construction and hand-over of the project. He says: “Each Rotana hotel has its own identity from the name of the hotel to their food and beverage design. The dining facilities within their hotels have names that are not repeated anywhere across the brand. This allows for more freedom when concepts for the F&B delivery are considered. Having a good understanding of the brand and a strong relationship with the design team meant that we could create the best design solution www.hotelnewsme.com

June 2019

In profile

when it came to the kitchens, stores and pantries, that would support each of the five individual F&B facilities as well as meeting room hospitality within Al Bandar Rotana.”

“To optimise the creative potential here, Tricon worked closely with the client Al Ahlia Insurance Company, GA Architects and LW Design – who were the interior architects on the project. Communicating regularly with the design team meant that we could develop a kitchen design that would reflect the ambitions of the interior architectures and allow Rotana’s Al Bandar showcase its own unique qualities,” notes Plumb.

He adds: “A particular highlight was the opportunity to design a show kitchen within the international all-day dining restaurant Salt and Pepper. We designed the show kitchen to open up the back-of-house and add a little bit of theatre to the dining experience, guests can watch the chefs in action as they prepare some of the breakfast, lunch and evening meals whereas the bulk of the food is prepared in the central commissary kitchen on the basement level.”

With contrasted gold and white accents and a glistening white interior, Salt and Pepper has the elegance expected within the Middle East and the added bonus of catering to all diners’ needs. A display of hot and cold food freshly prepared by chefs allows guests to make the choice between whether they’re in the mood for (but not limited to)

Indian, Japanese or Italian fare and whether to enjoy in the coolness of the restaurant or out on the sun-soaked terrace. At breakfast, guests will find freshly baked goods and continental fare that mirrors the five-star standard readily available.

To support the delivery of the quantity of food that is served here and throughout the hotel, Tricon designed a central commissary kitchen on the basement level where food is delivered, stored and prepared accordingly and distributed via a system of clean and dirty lift separation. The central commissary kitchen supports all of the restaurants, the Vanilla Lobby Lounge, staff dining, room service and the hotel’s meeting rooms and executive lounge. The combination of cuisines and overlapping service times means that the central commissary kitchen would need facilities to best prepare a high volume of varied dishes.

According to Plumb, Tricon worked alongside a variety of suppliers and manufacturers; BOHEC Middle East installed Al Bandar’s kitchens and the cooking equipment was provided by suppliers including AMBACH, RATIONAL, Clay Oven and COOKTEK. The central commissary’s walk-in cold rooms were designed to store food for the whole hotel, and these were designed by Tricon and supplied by MISA. The back and front-of-house fabrications, refrigeration

counters and cabinets that fit in with the design of each restaurant were supplied

by GINOX. Ventilation canopies were all supplied by VIANEN and the dishwash equipment by MEIKO. “We ensured that the best and latest equipment was sourced and fitted within each of the kitchens to meet the demand of the all-day dining restaurant and speciality restaurants within the hotel and support Rotana’s aspirations for the other dining facilities,” adds Plumb.

On the ground floor of Al Bandar, guests will find Morgan’s Gastropub – a warehouse-inspired gastropub and bar with a combination of rustic and dark wood, steel and concrete décor that accentuates the modern feel of the hotel. Plumb added: “The Rotana brand like to use a lot of visual elements, so we designed the feature bar, with the understanding that it would sit in a prominent position in the restaurant. This is a great addition to the hotel and for Rotana to drive revenue due to the stylish design, ambiance and variety of food.”

With views outstretching into the Dubai skyline, it is no surprise to find al fresco dining on the 18th floor. Al Bandar Rotana’s Italian restaurant Gusto offers a laid-back atmosphere and authentic-style Italian fare. The menu also changes regularly.

“To support this delivery, Tricon designed another show kitchen that reflected LW Design’s and Rotana’s ambitions for the front-of-house design,” adds Plumb, “and the back-of-house was made smaller to accentuate the visual delivery of the show kitchen here.”

As well as seated dining, more laidback options throughout the hotel offer additional flexibility and ease, with 24/7 inroom dining prepared using Tricon-designed pantries and finishing kitchens as well as pool-side dining. In the lobby, the Vanilla Lobby Lounge is the ideal place to catch up with friends, grab a coffee over business or a light lunch.

Al Bandar Rotana is one of several openings that Tricon is celebrating within the region in the past year, as well as other projects including the Drift Beach Club set in the grounds of the One&Only Royal Mirage, the Mina Brasserie at the Four Seasons DIFC and the Al Habtoor Polo Resort.

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Event review

Arabian Travel Market 2019

Hotel & Catering News Middle East rounds up news and trends from the 2019 edition of Arabian Travel Market, which took place from April 28 - May 1

Arabian Travel Market (ATM) took place on April 28-May 1, 2019, and formed part of the inaugural Arabian Travel Week, which also included ILTM Arabia, CONNECT Middle East, India and Africa, and ATM Holiday Shopper.

The official theme for this year’s show was cutting-edge technology and innovation. Running throughout the event, professionals from across the industry discussed the ongoing unprecedented digital disruption, and the emergence of innovative technologies that will fundamentally alter the way in which the 46

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hospitality industry operates in the region.

Also new to ATM 2019 was the Arabia China Tourism Forum which took place on the Global Stage on April 28. The exhibition also included the largest ever presence from Asia in the history of ATM, with the continent showing an 8% year-on-year increase in total show area. Indonesia, Malaysia, Thailand and Sri Lanka were the largest exhibiting countries.

Other Global Stage highlights included sessions on the future of selling travel, Saudi Arabia’s tourism potential, the

Global Halal Tourism Summit and the debut ATM Hotel Industry Summit which will host various expert panels to debate and provide an insight on the latest hotel developments and innovative digital infrastructure shaping the future of the hospitality sector.

As well as the Travel Tech Show at ATM, other calendar favourites that returned this year included the Best Stand Awards, the Travel Agents’ Academy and the Digital Influencers and Buyers’ Speed Networking Events which will feature 20 Chinese buyers for the first time. www.hotelnewsme.com

June 2019

Event Review

IN BRIEF

China Calling The GCC must deliver unique and tech-enabled experiences designed for free independent travellers (FITs) if it is to grow its market share among China’s outbound tourists, according to the experts at the event.

The overall number of outbound tourists from China is projected to hit 224 million by 2022, according to research conducted by Colliers. United Nations World Tourism Organisation (UNWTO) figures show that the GCC is on course to attract 2.9 million of these visitors.

Panellists speaking at the Arabia China Tourism Forum, which took place on the Global Stage at ATM 2019, explored how Gulf

• Leva Hotels made its debut at Arabian Travel Market, showcasing its new four-star property in Dubai. The flagship property LEVA Mazaya Centre offers 178 rooms, full day dining restaurant, roof top pool, a spa and a gym.

• Millennium Hotels and Resorts Middle East Africa signed a number of partnerships and agreements at Arabian Travel Market, including with Oman Tourism, Oman Convention Bureau, and Fly Dubai, and hosted a meet and greet with Chelsea’s Tore Andre Flo. • Rixos Hotels Egypt has set a target of reaching 2,000 operating rooms by the end of 2019. This includes opening at least three hotels in the Hurghada region: Makadi Bay, Magawish and Sahl Hasheesh.

• The Department of Culture and Tourism – Abu Dhabi highlighted the emirate as a cruise destination and promoted its portfolio of attractions, experiences and events, including recently added assets such as the Louvre Abu Dhabi, the Al Hosn cultural site and Qasr Al Watan. A new online events calendar was also heavily promoted.

• Swiss-Belhotel International has set a target of 25 hotels by 2025 in the MENA region identifying the GCC as its main growth market.

Seven properties are scheduled to open over the next few months, including in Muscat, Kuwait City, Makkah and Alexandria. Coming to the Middle East are four new brands including Grand Swiss-Belresort, Swiss-Belsuites, SwissBelboutique, and Swiss-Belinn.

• The Oman Ministry of Tourism signed partnerships with the public and private sector companies at the show. Wego is set to promote the Sultanate as the ideal choice for travellers from the GCC, while an MOI with Fly Dubai is aimed at attracting travellers from the GCC and international markets. Holiday Factory is a partner for an e-marketing campaign, while a cooperation agreement was also signed with Air Arabia. Finally, the agreement with Musafir.com marks the culmination of the new partnership portfolio.

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states can boost Chinese visitation further and cater to younger travellers arriving from the Far East.

Moderator Dr Adam Wu, CEO of CBN Travel & MICE and World Travel Online, said: “The trend is moving away from group travel to FITs. Approximately 51% of Chinese travellers [come from this segment]. They are travelling in smaller groups but it’s also the age groups that are changing.”

Unique experiences represent a key component when it comes to convincing younger Chinese travellers to visit the GCC. In addition to comfortable accommodation and accessible amenities, panellists noted that China’s FITs are looking for attractions that are not available in other markets.

Gulf countries are already taking steps to strengthen ties with China and appeal to the country’s international tourist base. Chinese passport holders can obtain 30-day visas on arrival in Oman, Bahrain and Kuwait, and the launch of Saudi Arabia’s tourist visa is expected to lead to further increases.

Dubai’s Department of Tourism and Commerce Marketing (DTCM), meanwhile, has partnered with China’s Tencent to promote the emirate as a preferred destination, and to bring the company’s WeChat and WeChat Pay platforms to the UAE. Panellists agreed 48

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The Robots are Here Machine learning and artificial intelligence (AI) will revolutionise the way business is carried out, according to GCC tourism firms. These technologies have the potential to transform the GCC’s hospitality and travel sectors, but regional operators must strike the right balance between high-tech and high-touch.

Technologies such as virtual reality (VR), robotic assistants and AI chatbots are already facilitating smoother customer experiences across the industry. Global sales of public relations robots are forecasted to hit 66,000 units by 2020, and beacon technology applications in the hospitality sector are projected to be worth $72 billion by 2026.

Machine learning and AI-driven innovations such as robot concierges and butlers, as well as facial recognition and room customisation technology, are becoming increasingly popular in the international hotel sector. However, some GCC brands have been reluctant to implement innovations due to high customer expectations that have been driven by the region’s highly trained hospitality professionals.

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June 2019

Event Review

that GCC hotels must also do more to facilitate a seamless visitor experience.

According to figures released by the UNWTO, Chinese visitors are the highest spending overseas travellers on the planet, shelling out $258 billion in 2017.

As Gulf destinations account for approximately 1% of China’s outbound tourist market at present, the panel agreed that there remains significant room for growth – as long as the hospitality professionals create China-specific offerings and content that appeal to the country’s shifting market demographics.

Personalisation is Key Gulf-based travel and hospitality companies that use disruptive technologies to boost personalisation and remove friction for customers are likely to become future market leaders. In a panel discussion titled ‘The Big Picture – Who Will Sell Travel Best in the Future?’, representatives from Booking.com, Sabre Corporation, Google, Facebook and Emirates explored the potential benefits and pitfalls of technology implementation in the Gulf ’s tourism sector.

While innovations such as the Internet of Things (IoT), artificial intelligence (AI), machine learning and personalisation technology have the potential to boost efficiency across the industry, panellists emphasised that operators should always consider how new applications are likely to impact the customer experience.

Airports and airlines increased investments in information technology (IT) from 5.6% in 2017 to 7.5% in 2018, accounting for an overall investment of $30 billion. By implementing IoT technology to optimise flight itineraries, the industry could save the same amount in fuel savings alone over the next 15 years, according to research conducted by Colliers on behalf of ATM 2019.

In addition to efficiency savings, panellists noted that the GCC’s tourism industry must identify areas in which disruptive technologies can be implemented to ensure a seamless customer experience.

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of personalisation technology could also lead to significant benefits for the Middle East’s hotel industry, according to Colliers, increasing revenues by more than 10% and reducing costs by more than 15%.

Saudi Arabia Rising Tourism will play a major role in reducing Saudi Arabia’s dependence on oil revenues, according to experts. In a panel discussion titled ‘Why Tourism is Saudi’s New ‘White Oil’, representatives from Saudia Private Aviation (SPA), Dur Hospitality, Colliers International MENA, Marriott International, Jabal Omar Development Company and Saudi General Investment Authority discussed opportunities related to upcoming touristfocused developments and visa reforms.

Kingdom-based industries in direct contact with tourists are expected to generate more than $25 billion this year – approximately 3.3% of Saudi Arabia’s GDP – according to figures released by the World Travel and Tourism Council (WTTC).

Saudi Arabia’s domestic tourist trips are projected to rise by 8% in 2019, while inbound visits from international markets are expected to grow by 5.6% per year, according to research conducted by Colliers on behalf of ATM 2019.

With the creation of new local attractions thanks to the Quality of Life Vision Realisation Programme and the General Entertainment Authority (GEA), Saudi Arabia’s overall number of tourist trips is on course to hit 93.8 million by 2023, up from 64.7 million in 2018.

By helping Saudi Arabia to further boost its domestic and inbound tourist numbers, panellists agreed that ‘giga’ developments will prove crucial in helping to meet the economic diversification targets set out in Saudi Arabia’s Vision 2030.

Despite the more than 9,000 keys of three- to five-star international supply due to enter the market this year, the panel agreed that the Kingdom is well placed to sustain and even increase occupancy levels over the coming years thanks to a combination of giga-projects, high-profile events, entertainment and religious tourism.

Visa-related improvements are also 50

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Event Review

expected to drive growth in Saudi Arabia’s tourism sector. With the roll-out of 30-day Umrah Plus Visas, eVisas for tourists and specialist visas for events such as the Formula E Championship’s E-Prix, the kingdom looks set to attract more international visitors than ever before.

Winners of ATM Best Stand Awards • Best Stand Design: Moroccan National Provincial Tourist Office • Best Stand Feature: Sharjah Tourism • Best Stand for Doing Business: Marriott International • Best Stand at the Travel Tech Show: Babylon Booking • Best Stand Personnel: The Garden Hotel Company Ltd., Guangzhou

Looking to 2020 Travel, tourism and hospitality professionals from around the world will have an opportunity to explore the next generation of industry innovations at the Middle East’s first ever edition of Travel Forward, which will take place alongside Arabian Travel Market 2020.

The travel and hospitality innovation event will connect buyers and suppliers from across the Middle East and beyond, enabling delegates to try out the latest industry tools and take advantage of technologies that could boost efficiency and improve the customer experience.

The event will cover the full spectrum of industry tools, from emerging innovations such as augmented reality (AR), virtual reality (VR), artificial intelligence (AI), robotics and machine learning, to existing systems such as booking engines, business management software and end-user technology.

The original edition of Travel Forward was launched during World Travel Market 2018 in London. Based on the success of the event to date, organiser Reed Travel Exhibitions rolled out a Latin America edition earlier this year, and plans to introduce both Middle East and South Africa editions in 2020.

Delegates at the Middle East event will have access to high-profile keynote speakers and a world-class line-up of technology experts, and the event’s organiser plans to limit the number of exhibitors so that suppliers and buyers can be more effectively aligned.

Travel Forward will include a dedicated product theatre, enabling exhibitors to conduct live demonstrations for attendees.

The event will also feature ‘Pitch It – Prove It’ start-up challenge, in which suppliers will not only explain the theory behind their innovations but also demonstrate their advantages in real time.

Arabian Travel Market will return in 2020 from April 19-22.

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tourism focus

Visiting the Cultural Capital of Russia Visit St. Petersburg has opened its Middle East representative office in Dubai, aiming to target the region with the many delights the destination has to offer in the wake of eased visa regulations

It’s easy to travel the world from the Middle East, and with the UAE passport now ranked the most powerful travel document in the world – able to enter 173 countries visafree or on arrival – it makes sense for tourism bodies to set up their Middle East offices in this country.

One such representative office is that of St. Petersburg, Russia. Visit St. Petersburg opened its Dubai office in November 2018, and Harmeek Singh, chairman of Visit St. Petersburg for Middle East Region says the aim 52

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was to “have a local representation to promote and market Visit St. Petersburg to strengthen trust in alignment with the local audience who want to know more about and to also have the regional alignment”.

He continues: “As a representative office for Visit St. Petersburg, we have the responsibility to market the city and Russia as whole in the Middle East.

The Visit St. Petersburg office in Dubai is tapping into data and generating a community by providing an experiential platform to get a feel of the city.”

Singh notes: “The office in the Middle East is a part of the Government of St. Petersburg and its approach is to reach out to a wider audience.

“The office not only represents St. Petersburg for tourism but also has the responsibility to create brand recall among the B2C audience with brand loyalty as an objective, thereby leading it to be a destination of choice for Middle East travellers.”

The Middle East is an important market for St. Petersburg to tap into, which has been actively developing its www.hotelnewsme.com

June 2019

tourism focus

enjoy beautiful summer months that are filled with a lively, friendly and active atmosphere through the night and day.

Singh comments: “Additionally, the visas have been relaxed by the Russian government recently to provide visas on arrival for the Emiratis.”

The tourism office took advantage of Arabian Travel Market this year by showcasing its foray into the new ‘Luxury Russia’ offerings that centres on the symbolic, historical and cultural aspects of Russia. ‘Luxury Russia’ offers a range of specially curated tours and activities. These include bespoke museum premium hour tours with a personalised guide, along with gala receptions at the Cruise Aurora shipyard, now converted into a museum, and the Catharine Palace. Under regular circumstances, this facility is not provided for general tourists.

Other exciting experiences are overall tourism over the last few years.

The destination has been awarded the World’s Leading Cultural City Destination 2018 as well as Europe’s Leading Cruise Destination and Europe’s Leading Heritage Destination 2018 by World Travel Awards. Added to this, the city also features the Historic Centre and other related monuments which are in the World Heritage List of UNESCO. Singh says that St. Petersburg is of immense interest to citizens and residents of the UAE and the wider region. The city, home to several theatres and museums, is called the cultural capital of Russia. Currently, the city has more than 100 theatres with over 60 new productions and about 5,000 performances on offer.

St. Petersburg is also home to a natural phenomenon: the White Nights.

Although not unique to the city, it lasts from approximately June 11 to July 2.

With continuous light throughout the whole day, the setting is perfect to walk along the banks of the city ’s rivers and canals. And with it, tourists can also

Harmeek Singh, chairman of Visit St. Petersburg for Middle East Region

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TOURISM NUMBERS

8.2m

Tourists to St. Petersburg in 2018, 9.3% more than the previous year

3.9m 4.3m Foreign tourists

Domestic travellers

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also on offer, including the ability to set off a cannon while touring the historic Peter and Paul Fortress and getting a helicopter tour of the presidential palace, also known as the Konstastinosky Palace. And for art connoisseurs, special showing of museum auction pieces, and the opportunity to buy auction masterpieces from world renowned museum collections is also possible.

All this is further heightened by being pampered with limousine service and personal tour guides, living in luxurious suites, and flying high in helicopters as a mode of transportation.

“The Middle East is soon becoming an important part of our tourism business and we understand the need to be present at Arabian Travel Market.

More so, this year as we are targeting high profile travellers from the luxury segment as our research indicates that they contribute quite heavily to the frequency as well as the spending habits while visiting St. Petersburg,” said Olga Redino, deputy general director & vice head of Saint Petersburg Convention Bureau, in a statement at the time.

Marina Morozova, head of the National Tourism of Russian Federation in the Middle East Dubai UAE and CEO of the Luxury Travel Association, said: “Our Luxury Tourism Association

is a unique project in Russia which creates the platform for premium and luxury customers to avail of exclusive experiences and truly customised service of an exceptional quality while travelling in Russia. St. Petersburg is a real gem in the Russian luxury travel collection where our guests can get genuinely unique experience of amazing art, culture, white nights, open bridges.”

Singh comments: “We have had a very successful outing at the recently concluded Arabian Travel Market and our plans are scheduled to be activated at the end of the third quarter of 2019. As the visa process has been relaxed for Emiratis, it provides a major opening to the new sector which personifies luxury and art.”

Currently the Visit St. Petersburg office in Dubai covers the Middle East, with different sectors targeted with specific offerings. These are filtered as per the requirements of the audience in question. Singh adds: “In many ways, we could be a bespoke service and create a less detailed version for planning travel, investments or leisure in St. Petersburg.”

The current main markets for inbound traffic in S.t Petersburg are China, India, USA and Canada, and Singh says this means the office now has a huge opportunity to promote the destination in the Middle East. www.hotelnewsme.com

June 2019

Supplier profile

Supplier Watch:

Bord Bia

Bord Bia’s work links Irish food, drink and horticulture companies with the world. Regional director Middle East, Claudia Saumell, is currently leading the board and its members to success

What is Bord Bia? Bord Bia (The Irish Food Board) is the state agency with the aim of marketing and promoting Irish food, drink and horticulture both in Ireland and internationally. Bord Bia works for both small and large food manufacturers, acting as a link between Irish producers and their customers worldwide. In addition to its head office in Dublin, Bord Bia has a network of 13 overseas offices.

What is Origin Green?

Origin Green is the programme that provides the proof that Ireland produces food in a sustainable way.

Origin Green is the only food and drink sustainability programme in the world operating on a national scale. It unites government, the private sector and food producers through Bord Bia, the Irish Food Board. Working across all levels of the supply chain, this independently verified programme enables Ireland’s farmers, food producers and retail and foodservice operators to set and achieve measurable sustainability targets – reduce environmental impact, serve local 56

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communities more effectively and protect the rich natural resources that Ireland enjoys.

Under the Origin Green Charter, food and drink producers make commitments under three key areas: raw material sourcing, manufacturing processes and social sustainability. The charter enables food manufacturers to set and achieve measurable sustainability targets that help them reduce environmental impact, achieve efficiencies in the daily running of their businesses, and improve their impact on society and most importantly, their overall bottom line as a business.

Bord Bia’s independent Quality Assurance auditors inspect farms every 18 months and compile data on the sustainability performance of each farm.

The information gathered by each auditor is then combined with data from two other national livestock databases; the Animal Identification & Movement (AIM) and the Irish Cattle Breeders Federation (ICBF).

Continuous assessment enables farmers to make informed decisions on improving the sustainability of their farms. www.origingreen.com

Meet Claudia Saumell Claudia Saumell is the former Africa markets manager for Bord Bia, working in the region since 2013. Spanish born, Saumell has worked in the food sector her entire career since her graduation in Business and Management from the University of Barcelona. She began her career in the private sector in Spain and Ireland, working on international trade, and moved to the public sector in 1997 when she headed the new An Bord Iascaigh Mhara (Ireland’s Seafood Development Agency) office in Madrid. In 2009, Saumell joined Bord Bia, supporting Irish food and drink companies grow exports to Spain before being promoted to Africa manager.

During her time in Dublin, Saumell had the responsibility to implement the Africa strategy that Bord Bia had in place to assist the industry to grow in this region. In January 2019, she was appointed regional director Middle East with Bord Bia, moving to Dubai in February 2019.

www.hotelnewsme.com

June 2019

Supplier profile

Supplier Watch:

MonViso Water Going beyond supplying water, MonViso’s managing director Stefano Iorini emphasises the value and importance of community outreach

Briefly tell our readers about your company?

MonViso Italian Mineral Water is a brand with a heart. Our CSR and sustainability programmes donate to Al Jalila Foundation, which supports the global cause of transforming lives through medical education and research.

Sourced from Europe’s highest spring (2,042m), MonViso is minimally mineralised water with one of the lowest sodium levels in the world, only 0.33 mg/L. Born in the heart of Italy’s Monviso mountain, it is pure at origin and bottled at source and its unique composition gives it health benefits that make it perfect for everyone.

We Hydrate! We Donate! We Recycle!

How long has MonViso Water been available in this region?

MonViso started its activation in the competitive water market in the UAE in 2015. Depending on your preferences, you can opt for still or sparkling. The available packaging is in 330ml, 500ml, 1 litre and 1.5 litres plastic bottles. From the end of 2017, MonViso has also been available in 375ml and 750ml glass versions.

How important is the Middle East market for MonViso?

The Middle East is the most important market for us. Currently, MonViso can be purchased only in the UAE and Bahrain.

The water has one of the lowest sodium contents in the world; can you share some of the health benefits associated with this?

With only 0.33mg per litre, MonViso has

one of the lowest levels of sodium in the world. Depending on your lifestyle, if it’s an active or a sedentary one, your sodium requirements are different. Nevertheless, as sodium can be found in almost all canned, processed and frozen foods, it is better to try to reduce your daily intake as much as possible. The low sodium content is important to prevent water retention and cleanse the kidneys.

CSR has been an important element for your work in the UAE, the partnership with Al Jalila comes to mind. Can you elaborate on why working on community initiatives is essential for you?

The “Take Water. Give Life” initiative is truly the core of our activity, as we strongly believe it is important to give back to the community. We decided to associate with Al Jalila Foundation to have an impact on present and future lives of children through education and medical research. Our concept is easy: for every litre sold through dedicated partners, we donate AED 1. So far we have donated more than 384,000 litres. We are grateful to all the clients and business partners that selected MonViso as their water of choice. They made the choice to do a good deed.

What’s next for MonViso?

MonViso is also an eco-conscious company. We will soon start a campaign to encourage all MonViso customers to pledge to recycle. We will collect empty MonViso plastic or glass bottles from their doorstep for free.

Moreover, we plan to give the plastic

a second life through “Take Water. Give Life” merchandise. In collaboration with Dgrade, the collected empty plastic bottles will be transformed into fibre and then converted to t-shirts, caps, string bags, and other products.

We expect that in two or three months the “Take Water. Give Life” merchandise will be available for purchase. As we continue to give back to the environment and community, all the net proceedings from the sales will be directed to Al Jalila Foundation. www.monviso.com Hotel & Catering NEWS ME

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June 2019

signing off

Nostalgia strikes

Hitchki’s brand head in the UAE, Shivankit Mehta, says the nostalgia-influenced concept can definitely take over the world

Describe the concept of Hitchki in your own words?

India has always been the centre of global attention for three distinct elements: Indian food, music and Bollywood. At Hitchki, we decided to amalgamate these values to create a hue of nostalgia for your palate and soul. Hitchki (the Hindi word for “hiccup”) is a brand built on the essence of nostalgia.

One usually gets nostalgic about the food one ate while growing up. The tunes we heard on our first date or after our first heartbreak have really never left us. The characters from Bollywood movies we idolised played a huge role in shaping us. All these factors, while seemingly innocuous, end up creating a strong impression on our minds. Hitchki aspires to bring back these feelings for you through its high-energy contemporary chic setting.

What are the signature items on the food menu?

The food at Hitchki is the sheer craft of hands with some thoughtful verve on the nostalgia quotient – which in fact is the most important ingredient in the making of it.

Every dish has its own signature twist but some key ones include the Bus Kar Chicken Bao, The Ulta Punjab, the truly inspiring Local Coca, age-old basics like the Hostel Ka Maggi and Kheema aur Ghee ma Ghotala.

vibe, the inviting team, the finesse in the offering, Bollywood inspiration, comfortable seating for all moods and a menu that is priced in a way that it will always make our guests feel more value for the money spent, ensures the concept will be a success.

What are the signature drinks you offer?

Our drinks are crafted by our female mixologist who keeps taking inspiration across arenas and of course Bolly-style tipples. The menu is divided by headers like Trendsetters, Old Is Back, Smoky Cocktails and so on, which define the palate for all age brackets we cater to. We even have a range of virgin drinks for toddlers. The best ones are the Aamasutra, Didi Tera Dewar Deewana, Action Jackson, Hera Pheri, and not to forget the towering community drinks/shots like the Scorpion Bowl and Himmatwaala.

How do you plan to stand out from the competition?

Hitchki has no competition considering its multitude of offering under one roof and the tangent on which the management thinks.

We offer nostalgia-influenced food to quirky cocktails, mood setting music and sheesha ensconced in a classy setting. The very playful

Can you describe the service culture at Hitchki?

The culture at Hitchki stems through the “customer is the most important entity” adage. We truly believe in ensuring our guests are endowed to a superlative experience through all touch points. We do imbibe values from Ian Carlson’s Moment of Truth formula, where in all points of contact with a customer are a point to carve an impression. With the team well trained, we stand tall when it comes to service efficacy and effectiveness.

Finally, is this a concept you think is ripe for expansion?

Hitchki has a great global appeal. We are certain that the concept will be well appreciated across cities, countries and continents. We are already opening another Hitchki by end of the year in Dubai, and then in advanced talks to take the brand to Singapore and London. We truly feel in the next couple of years we would have nothing less than 10 Hitchki outlets across the globe.

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We also thank the Almighty, Bin Eid team members, ex-employees, associates and numerous unseen souls who supported us to navigate in our 23 years of spectacular journey. Thank you for the trust and confidence placed on us.

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